Maintenance Service Plan

The Maintenance Service Plan will be provided by Miele GB to the customer in respect of the purchase of a new Miele Product.

1.          Taking out the Plan

1.1        The Plan is a service and maintenance contract, to be provided by Miele GB on the terms set out in this Certificate.

1.2        The eligible product needs to be registered on the Miele website miele.co.uk/serviceplan for the Maintenance Service Plan Promotion. An upload of the appliance purchase receipt is required for a successful registration.

1.3        The registration must be conducted within 30 days of appliance purchase.

1.4        If the eligible product is sold before the Maintenance Service Plan has expired, the remaining benefit of the Plan will automatically be transferred to the purchaser.

2.          Maintenance Service Visits

2.1        The Plan entitles the customer to two service visits for the eligible product.

2.2        Miele GB will contact the customer to schedule these visits during the years 4 and 8 of the Plan. However, they may be booked at any time during the Plan.

2.3.       Service visits will be conducted in the customer's own home by qualified Miele technicians who will:

2.3.1     Carry out a diagnostic maintenance and performance assessment of the Product;

2.3.2     Load any applicable program and software updates;

2.3.3     Clean the appliance with Miele care products;

2.3.4     Adjust the Product for maximum performance

2.4        The work detailed in clause 2.3 is a Standard Service.

2.5        If the technician attends an arranged service visit, but is unable to obtain access to the Product, the customer will be entitled to rearrange that service visit only by paying the standard Maintenance Service charge applicable at the time.

2.6        If during a service visit our technicians identify any faults with the Product which do not fall either within our manufacturer’s warranty or the scope of a Standard Service, they will advise on the work required to remedy those faults, and the cost of doing so (including both parts and labour).

2.7        If the technicians is instructed to carry out any work identified as falling under clause 2.6, the cost will be payable by the customer in accordance with applicable tariffs.

3.          Conditions

3.1        The Maintenance Service solely applies to Miele’s premium range of domestic appliances operating in a domestic environment irrespective of the date of purchase.

3.2        Availability of the Maintenance Service is dependent on the correct installation and operation of the appliance in accordance with the installation and operating instructions that accompany each product.

3.3        The Maintenance Service is only rendered in Great Britain.

4.          Limitations

4.1        The Maintenance Service does not cover the following:

a)   Repair of a Miele appliance where a defect is evident at the time of execution of the maintenance visit,

b)   Additional services such as repairs (to be invoiced separately in accordance with applicable tariffs),

c)   Washing machine and dishwasher cleaner as well as Miele care products in addition to 1.2 for future use by the consumer,

d)   Coverage for damage through misuse (including failure to maintain, service or use with proper care), neglect, accident or ordinary wear and tear,

e)   Cleaning and care where the appliance has been neglected and not cared for as specified in the operating instructions (including the cleaning of the interior of built-in combi steam ovens and built-in compact wall ovens with microwave),

f)    The range of Miele Professional appliances or Miele domestic appliances operated in a commercial environment.

5.          Liability

5.1        The Maintenance Service does not cover any further claims for damage against Miele GB, except in cases resulting from gross or willful negligence on the part of the technical service agent commissioned by Miele GB or liability resulting from fatal injury, physical injury or damage to health.

6.          Data protection

6.1        Miele collects and processes personal data only in compliance with applicable laws. For more information about the processing of your personal data, please see our privacy notice at https://www.miele.co.uk/m/privacy-notice-294.htm.

7.          Right of withdrawal

7.1        You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period will expire after 14 days from the day of the conclusion of the contract. To exercise the right of withdrawal, you must inform us (Miele Company, Fairacres, Marcham Road, Abingdon, Oxfordshire, OX14 1TW; Info@Miele.co.uk; 0330 160 6600) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post, fax or e-mail). You may use the attached model withdrawal form, but it is not obligatory. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

8.          Effects of withdrawal

8.1        If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. If you requested to begin the performance of services during the withdrawal period, you shall pay us an amount which is in proportion to what has been provided until you have communicated us your withdrawal from this contract, in comparison with the full coverage of the contract.

9.          Model withdrawal form

(Please complete and return this form only if you wish to withdraw from the contract.) (*) Delete as appropriate.

To (Miele Company, Fairacres, Marcham Road, Abingdon, Oxfordshire, OX14 1TW; mielecare@miele.co.uk):

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),

Ordered on (*)/received on (*),

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

Coffee Care and Coffee Care (+) terms and conditions

General

1. These Coffee Care Terms apply specifically to the Coffee Care Services purchased by you. The purchase of your Product from us will be governed by our General Terms and Conditions. The General Terms and Conditions will also apply to the Coffee Care Services together with these Coffee Care Terms. Where there is a conflict between these Coffee Care Terms and the General Terms and Conditions, the terms of these Coffee Terms will apply.
2. If you have any general queries in relation to Coffee Care Services, please click here for how to contact us: Official Miele Contact Service | Miele GB
3. In these Coffee Care Terms, the following terms shall be used:
   1. "Appointment” means the date and time for our technician to attend the address to provide the Coffee Care Services;
   2. "Coffee Care” means the services set out in section 2.1 for Coffee Care (but not including to the Exclusions);
   3. “Coffee Care (+)” means the services set out in section 2.1 for Coffee Care (+) (but not including the Exclusions);
   4. “Coffee Care” means the service you have selected, either (i) a Coffee Care service or (ii) Coffee Care (+) service, as detailed in the Order Confirmation
   5. “Coffee Care Services” the services to be provided by us in accordance with the applicable Coffee Care service;
   6. "Coffee Care Terms” means these terms;
   7. “Exclusions” means the exclusions set out in section 2.2 which are not included within the Coffee Care Services.
   8. “General Terms and Conditions” means our General Terms and Conditions which can be found at https://www.miele.co.uk/c/general-terms-conditions-13.htm (as they may be amended from time to time);
   9. “Order Confirmation” means our e-mail confirming that we have accepted your order in accordance with section 4.6 of these Coffee Care Terms;
   10. “Product(s)” means the Miele product which you own and which you wish to be covered by a Coffee Care service.

Coffee Care Services covers the following

1. Coffee Care Services covers the following services only (as applicable to the relevant Service):

Coffee Care Services do not include the following (as applicable to the relevant Service):

Eligibility

1. We only accept orders for Coffee Care Services for eligible Products and from eligible customers.
2. You or your Product will not be eligible if:
   1. your Product is not included within the products for which we provide Coffee Care Services;
   2. you are not located in the geographic areas within which we provide the Coffee Care Services;
   3. your Product is not used exclusively for domestic purposes (i.e. they are used either mainly or partly for business or commercial purposes).
3. We will usually inform you if you or your product are not eligible for Coffee Care Services prior to issuing an Order Confirmation, but we may also cancel any order following the issuing of any Order Confirmation where we come to know that you or your product are not eligible for Coffee Care Services.

Ordering Coffee Care Services from us

1. We only accept order for Coffee Care Services from and only provide Coffee Care Services within England, Scotland and Wales. Please note, the Coffee Care and/or Coffee Care (+) service may not be available in some areas of the country.Please contact us at [0330 160 6600] if you have any queries.
2. Coffee Care and Coffee Care (+) may be ordered by phone. If you wish to order Coffee Care Services, please contact [0330 160 6600].
3. Where you place your order by phone, our customer services will take details and will advise you if for any reason we cannot take your order. Please note that taking your order by phone does not mean that your order has been accepted – see section 4.5 below.
4. We may contact you to say that we do not accept your order. This is typically (but not limited to) for the following reasons:
   1. you or your Product are not eligible for Coffee Care Services;
   2. your product is not one for which we can provide Coffee Care Services or you are not eligible for Coffee Care Services;
   3. we cannot provide the Coffee Care Services;
   4. we cannot authorise your payment; and/or
   5. there has been a mistake on the pricing or description of the Coffee Care Services.
5. We will only accept your order when we e-mail you to confirm acceptance and to confirm that payment has been taken (“Order Confirmation”) - only at that stage will a legally binding contract between us and you for the provision of the Coffee Care Services be created.
6. We will confirm your Appointment in the Order Confirmation.

Duration

1. Your Coffee Care Services is a one-off service (as described in section 2 above). The contract will come into force once we issue our Order Confirmation and will continue until either (a) we have completed the Coffee Care Services or (b) it is cancelled prior to then by either you or us in accordance with these Coffee Care Terms.
2. If you sell the Product to someone else, then the remaining benefit of the Service will not automatically transfer to the purchase of the Product and neither will you be entitled to any refund for the remaining benefit of the Service.

Prices and payment.

1. You shall pay for the Coffee Care Services in full when you place your order (or, if payment has not been taken when you place your order, at least 24 hours prior to the first Appointment).
2. Please note, if you request Coffee Care Services to be performed within the statutory 14 calendar day cancellation (or “cooling off”) period, your right to cancel may be limited or lost.

Providing the services

1. As required by law, we will provide the Coffee Care Services with reasonable skill and care, consistent with good practices and standards in the industry and in accordance with any information provided by us about the services and about us.
2. Whilst we will endeavour to provide the Coffee Care Services at the time and date agreed for the Appointment, any date and time for the Appointment is an estimate only and we reserve the right to change the time and date of the Appointment.
3. If we require any information from you in order to provide the Coffee Care Services, we will inform you of this as soon as is reasonably possible. If any information you provide under this clause is delayed, incomplete or otherwise incorrect, we will not be responsible for any delay caused as a result.

Coffee Care (+) Guarantee.

1. Where we provide Coffee Care Services, we provide a 12-month guarantee for the parts and labour provided, starting from the date the parts or labour was provided. If the exact same fault occurs with the same part needing to be replaced within this period, we will fix it free of charge if the machine has been correctly maintained and has not been misused.

Problems with the services and your legal rights

1. We will always use reasonable endeavours to ensure that the Coffee Care Services are trouble-free. If, however, there is a problem, we request that you inform us as soon as is reasonably possible via the contact details set out above.
2. We will use reasonable endeavours to remedy problems with the Coffee Care Services as quickly as is reasonable possible and practical.
3. We will not charge you for remedying problems under this clause 8 where the problems have been caused by us, any of our agents or sub-contractors.
4. If we do not perform the services with reasonable skill and care, you have the right to request repeat performance or, if that is not possible or done within a reasonable time without inconvenience to you, you have the right to a reduction in price. If for any reason we are required to repeat the services, in accordance with your legal rights, we will not charge you for the performance.

Our liability for Coffee Care Services

1. We shall not be liable for loss of goods, loss of use, losses arising from you being unable to use your appliance or any special, indirect, consequential or pure economic loss, costs, damages, charges or expenses. This does not apply to any liability we are not allowed to exclude by law such as death or personal injury resulting from negligence on our part, or for any damage incurred as a result of fraud or fraudulent misrepresentation by us.

Your rights to cancel – cooling off period

1. The cancellation rights set out in section 4.1.2 and 4.2 of the General Terms and Conditions shall apply to Coffee Care Services.
2. You do not have the right to cancel in respect of services that have been completed, even if the cancellation period is still running. Please note that if you cancel your Contract within 30 days of placing your order with us, but you have requested us to supply the Coffee Care Services to you before the end of this period and we have done so, we will charge you an amount for the supply of the Coffee Care Services in proportion to the services provided before you communicated your cancellation to us.
3. You may cancel or re-arrange an Appointment at no cost by letting us know at least 24 hours prior to the Appointment.
4. If you cancel your Appointment with less than 24 hours’ notice prior to the Appointment, then we may charge a £50 fee and return the remainder of the fee paid to you.
5. If you re-appoint your Appointment with less than 24 hours’ notice prior to the Appointment, then we will charge a £50 fee.
6. To cancel your Coffee Care Services or to cancel or re-arrange your Appointment, please inform us of your decision to cancel by a clear statement. Please visit Official Miele Contact Service | Miele GB to see how to contact us.

Your rights to cancel – other rights

1. In addition to the cancellation rights during the cooling off period, you may cancel your Coffee Care Service at any time if we have told you about a change to the Coffee Care Services, an error in the price or description of the services or a change to terms to which you do not agree, because we have re-arranged your Appointment where you have not asked us to do so or because there is a risk that the services will be significantly delayed because of events outside of Miele’s control.
2. We will charge you an amount for the supply of the Coffee Care Services in proportion to the services provided before you communicated your cancellation to us.
3. Where we are to refund any payment made by you, we will do so within 14 days of receiving your notice to cancel or the date which we decide to cancel the contract. We will make the refund using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.