TERMS & CONDITIONS FOR REPAIRS & SERVICE CONTRACTS

TERMS & CONDITIONS FOR REPAIRS & SERVICE CONTRACTS
MK STAIRLIFTS

1. THESE TERMS

1.1 These terms apply to all Service Plans (Silver, Gold, Platinum) and One-Off Repairs (Bronze) provided by MK Stairlifts.
1.2 Your acceptance of these terms is indicated by booking a repair, making a payment, or purchasing a service plan.
1.3 Nothing in these terms affects your statutory rights.

2. WHO WE ARE

2.1 We are MK Stairlifts, a company registered in England and Wales.
Company Registration Number: 10991229
Registered Office: Fairbourne Drive, Atterbury, Milton Keynes, England, MK10 9RG
Telephone: 0333 015 5014
Email: orders@mkstairlifts.co.uk

3. DEFINITIONS (IMPORTANT WORDS)

3.1 “Service Plan” means Silver, Gold, or Platinum annual cover as stated on your invoice.
3.2 “One-Off Repair” / “Bronze” means a single call-out visit paid for separately.
3.3 “Functional Replacement Parts” means mechanical and electrical components required for the stairlift to operate safely and as intended (for example: motor, gearbox, PCB/control board, charging components, batteries). It does not include cosmetic/trim items.
3.4 “Response” means initial contact and troubleshooting/triage by our team and, where needed, scheduling an engineer attendance.
3.5 “No Fault Found / Non-Technical Cause” means we attend and the issue is not caused by a mechanical/electrical fault with the lift.

4. SERVICE PLANS & COVERAGE

4.1 We offer three tiers of annual protection. The specific tier that applies is the one shown on your invoice/receipt.

SILVER PLAN (Standard Cover)
Cover: Annual Service + Unlimited Repairs (Call-Outs & Labour Only).
Response: Standard response (Mon–Fri, 8am–8pm).
Parts: Replacement parts are chargeable.
Weekend/Bank Holiday call-outs: Chargeable.

GOLD PLAN (Priority Cover)
Cover: Annual Service + Unlimited Repairs (Call-Outs & Labour Only).
Response: Priority response, including weekends & Bank Holidays (365 days a year).
Parts: Replacement parts are chargeable.

PLATINUM PLAN (All-Inclusive Functional Cover)
Cover: Annual Service + Unlimited Repairs + Functional Replacement Parts.
Response: Target attendance within 24 hours (365 days a year) once telephone triage has been completed and subject to engineer availability, access, and parts availability.
Inclusions: Critical functional parts (e.g., motor, PCB/control board, batteries, gearbox) where failure is due to a mechanical/electrical fault.
Parts Standard: Where parts are included, we will supply and fit genuine manufacturer (OEM) parts, which may be new or professionally reconditioned depending on availability.
Eligibility / Refusal / Cancellation: Platinum may be refused, suspended, or cancelled only where the lift is deemed unsafe to work on, has been materially modified/tampered with, has been installed in a way that makes safe servicing impossible, or where parts are obsolete/unavailable. Where we cancel, we will provide a pro-rata refund for remaining full months in line with Section 9.

5. ONE-OFF REPAIRS (BRONZE / NON-CONTRACT)

5.1 Fixed Fee: We charge a fixed call-out fee (currently £195.00) which covers the engineer’s attendance and labour for the visit.
5.2 Parts: Any required parts are excluded and will be quoted separately before fitting.
5.3 Fitting ordered parts (Bronze): If parts are quoted, approved, and ordered through MK Stairlifts, a return visit to fit those parts is labour-free provided it takes place within 30 days of the original diagnosis visit.
5.4 No additional warranty/guarantee (Bronze): Bronze is a one-off repair service and does not include any additional warranty or guarantee on labour or parts supplied/fitted, beyond your statutory rights.

6. EXCLUSIONS (WHAT IS NOT COVERED)

6.1 General Exclusions (Apply to ALL plans, including Platinum)
The following are not included in any cover and are always chargeable where applicable:
(a) Cosmetic items / wear-and-tear trim, including seat covers, upholstery, armrest pads, plastic shrouds/covers, decals, floor mats, and upholstery cleaning/refresh.
(b) Consumables such as remote control batteries.
(c) Accidental damage, misuse, tampering, unauthorised modification, vandalism, or failure to follow the manufacturer’s user manual (e.g., lift left off-charge).
(d) Environmental/force majeure events, including fire, flood, lightning, power surges, or similar external causes.
(e) Works required due to the customer’s property (for example: electrical supply issues to sockets, damaged wiring not part of the lift, obstructions, or building alterations).

6.2 Plan-Specific Exclusions
(a) Silver/Gold Plans: Replacement parts are excluded and remain chargeable (call-outs and labour are covered as per plan).

7. “NO FAULT FOUND”, ABORTED CALLS & ACCESS

7.1 Telephone Triaging: You agree to follow reasonable troubleshooting steps over the phone with our team before we dispatch an engineer, where possible.
7.2 No Fault Found / Non-Technical Cause Fee: If an engineer attends and finds no technical fault (e.g., lift switched off, key removed, seat not swiveled/locked, armrests not down, batteries flat due to being left off-charge), a standard charge of £150.00 applies, regardless of plan level.
7.3 Fairness Waiver (recommended): We will waive/refund the fee in 7.2 if (a) a genuine technical fault is confirmed within 7 days of the visit, or (b) our team did not complete reasonable triage steps before dispatch where triage was possible.
7.4 Aborted/Unsuccessful Attendance: A charge may apply if our engineer cannot complete the visit due to reasons outside our control, including (but not limited to) no answer at the property, denied access, unsafe working conditions, or the lift/track being inaccessible due to obstructions.

8. PAYMENT

8.1 All Repairs & Call-Outs (including Bronze): Payment is required upfront before an engineer is dispatched. We will send a secure payment link by SMS/email.
8.2 Service Plans (Silver/Gold/Platinum): Plans must be paid in advance. Cover and any priority response only commence once payment has been received and processed.
8.3 Parts (Non-Plan / Non-Covered): If parts are required and are not covered by your plan, payment is required before parts are ordered.
8.4 Late / Non-Payment: We reserve the right to suspend service and emergency response cover until payment is received.

9. CANCELLATION & COOLING-OFF

9.1 Service Plans: You have a 14-day cooling-off period from the date of purchase to cancel your service contract for a full refund, provided no claims or engineer call-outs have been made.
9.2 If you ask us to begin services during the cooling-off period and then cancel, you may be required to pay a proportionate amount for services provided up to cancellation.
9.3 How to cancel: Email orders@mkstairlifts.co.uk stating your name, address, plan type, purchase date, and that you wish to cancel.
9.4 Cancellation by Us: We may cancel your cover if the stairlift becomes obsolete (parts no longer available), is deemed unsafe to maintain, or is Beyond Economic Repair (BER). In this instance, a pro-rata refund for remaining full months will be issued.

10. WARRANTY ON PARTS & WORKMANSHIP (SERVICE PLANS ONLY)

10.1 Where we supply and fit a part under a Service Plan (Silver, Gold, or Platinum), we provide a 12-month warranty on that supplied part against failure due to defect in that part, excluding misuse, accidental damage, tampering, or external causes listed in Section 6.
10.2 Labour/workmanship (Service Plans): If the same fault reoccurs due to our workmanship within 3 months of the visit, we will return and correct it at no additional labour charge (exclusions still apply).
10.3 This warranty applies to the specific part(s) and work carried out and does not extend a manufacturer warranty beyond its original terms.
10.4 For the avoidance of doubt: Bronze One-Off Repairs do not include an additional warranty or guarantee (see Section 5.4).

11. PARTS AVAILABILITY & DELAYS

11.1 Some parts may be subject to manufacturer stock and lead times. Where a repair requires a specific part, we will keep you reasonably updated on expected timelines.
11.2 If parts are obsolete/unavailable, we may declare the lift beyond economical repair (BER) or cancel Platinum cover in line with Section 9.4.

12. CUSTOMER RESPONSIBILITIES (TO AVOID CHARGEABLE VISITS)

12.1 You agree to take reasonable steps to keep the stairlift in normal operating condition, including keeping it on charge as instructed and not tampering with safety devices.
12.2 You agree to provide safe access to the equipment for our engineer and to inform us of any known hazards at the property.

13. LIMITATION OF LIABILITY

13.1 We do not exclude or limit liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, fraud, or fraudulent misrepresentation.
13.2 Subject to 13.1, we are not liable for indirect or consequential losses (for example, inconvenience from inability to use stairs).
13.3 Our total liability under these terms is limited to the repair or replacement of equipment/services supplied under the relevant plan or visit.

14. JURISDICTION

14.1 This agreement is governed by English law, and any disputes shall be resolved exclusively in the courts of England and Wales.