Glazing Locks Roof and Pest Cover terms and conditions

10. General conditions – cancellations10.1 Your cancellation rightsYou may cancel your policy you havewith us at any time as long as you letus know by calling 0800 294 8320* orby writing to us at Home Assistance UKLimited, Arundel House, Amberley Court,Whitworth Road, Crawley, West SussexRH11 7XL. Cancelling your Direct Debitwithout contacting us will not mean youhave cancelled your policy. If you do notinform us that you wish to cancel andyour Direct Debit payment is rejected,we will attempt to contact you by SMSand/or letter at the address we have onour records to rectify your account. Ifwe do not hear from you followingcontact, and the outstanding payment isnot made, we will cancel your policy notless than 30 days after the date we werefirst notified payment was not received.Any outstanding charges will be payableand subject to the terms outlined insection 10.2.If you cancel within the first 14 daysof your policy or the date you receivedyour welcome pack, whichever is thelater, we will give you a full refund ofany money you have paid, unless wehave carried out work, in which casecancellation charges may apply (seesection 10.2).If you cancel after the first 14 days ofyour policy and pay by monthly DirectDebit, we will continue to provide coveruntil the end of the period from whichyour last payment applies, we will thencancel the policy and take no furtherpayments, unless we have carried outwork. If you pay by cheque or credit/debit card or by any other Direct Debitfrequency, we will cancel the policyat the end of the month in which younotify us. We will then provide a refundof any premium you have paid for thetime left to run in your current period ofinsurance, unless we have carried outwork, in which case, cancellation chargesmay apply (see section 10.2).10.2 Cancellation chargesIf you cancel the policy part way throughthe current period of insurance andwe have carried out work, there will beno refund of premiums already paid.In addition we can recover any premiumsdue up to the equivalent value of theannual policy premium as specified inyour policy schedule to cover the costof any claims we have incurred within theperiod of insurance. These charges willnot be more than the total annual cost ofthe policy.If you have not made a claim and havepaid your full annual policy premium inadvance, you will receive a proportionaterefund based on how long is left in theperiod of insurance.10.3 Our cancellation rightsWe may cancel your policy in thefollowing circumstances:• If you have given us false information.• If you do not make an agreed payment.• Where there are health, hygiene andsafety issues (see section 11.7).• You do not provide us with accessto your home when required.• We are unable to find replacementparts through our repairers’ networkof parts providers.• Permanent repairs or improvementswe tell you are required are notcompleted by you.If we cancel your policy and you havenot made a claim and have paid yourfull annual policy premium in advance,you will receive a proportionate refundbased on how long is left in the periodof insurance.* Lines open 9am-5pm Monday-Friday. Your call maybe recorded and/or monitored for quality assuranceand compliance purposes.11. General exclusionsYour policy does not coverthe following:11.1 Normal day-to-day homemaintenance which you shouldcarry out on items which graduallywear out over a period of time,or need periodic attention. Somejobs will require you to use askilled tradesman.11.2 Claims outside the periodof insurance (the period ofinsurance is shown on the policyschedule and does not start until14 days following the date yourapplication for cover was firstaccepted).11.3 Pre-existing problems orcircumstances known to you at thetime you purchased the policy.11.4 You will not be covered forreimbursement of costs whereyou have carried out works orincurred costs without notifying usin advance and obtaining our priorauthorisation to proceed.11.5 Damage to home contents.11.6 Improvements including workto bring your home up tocurrent standards/legislativerequirements.11.7 Commencing and/or continuingservices where we reasonablyconsider that there is a health andsafety risk including: the presenceof hazardous materials, infestationscaused by hygiene issues orharassment of our personnelincluding verbal or physical abuse.We will not start work again untilthe health and safety risk has beenrectified to our satisfaction.11.8 Any loss, damage, liability, costor expense of any kind causedby delay of parts or resultingfrom poor or faulty design,workmanship or materials unlesscaused by us.11.9 Third-party damage/damagefrom intentional risk taking ordeliberate/repetitive acts ofdamage where preventativeactions have not been taken tolimit the damage. Where work isundertaken on your insured itemsby a third party, whether or notfollowing our advice, which resultsin damage to that or another partof your home as a result of poorworkmanship, the repair of anysuch damage will be excludedfrom your policy.11.10 We will not be responsible for anyindirect loss or damage caused toyour home as a result of a statedinsured event, including anycleaning needed or damage tofixtures/furniture/appliances forexample, damage caused by rainentering your home.11.11 The cost of redecoration.11.12 Risks normally insured underhousehold or other insurancesexcept and only to the extentspecifically stated as beingincluded under your policy.11.13 Any amount payable in respect ofan insured event where the costis recoverable under any otherform of insurance or maintenanceagreement, or which would berecoverable but for the existenceof the insurance provided underthis policy.11.14 Subsequent claims arising fromthe same cause or event, whenyou have not taken action that ourrepairer has recommended.11.15 Any loss, damage, liability, cost orexpense of any kind occurring, orarising from an event occurring,before the period of insurancestarts or caused deliberately byany insured person.14 15