Stairlifts not installed by Prestige Stairlifts or installed by Prestige Stairlifts but not maintained annually with a Prestige Stairlifts Service Agreement, can still be offered a Service Agreement but will be subject to a paid inspection visit to assess the condition and age of the Stairlift.
- “We” means Prestige Stairlifts Limited a company registered in England and Wales.
- All the terms of the Annual Service Agreement are set out here and it is our responsibility to supply you with a service that meets your consumer rights. Nothing in these terms and conditions will in any way affect your statutory rights.
- We will thoroughly inspect, lubricate and adjust the Stairlift during normal business hours (Monday- Friday) once each year during the term of the Service Agreement.
- If you have a Platinum, Gold or Silver Service Agreement, we will treat you as a priority and we will aim to attend a breakdown within 24 hours.
- Each Annual Service Agreement will last for the period (however, please see paragraphs 6, 7, 8.3 and 9.3) starting at the end of either:
(a) The 12 months manufacturer’s warranty, or
(b) A current Service Agreement if you have one, or
(c) Alternatively, if neither 5 (a) or (b) applies, the new Annual Service Agreement will start on the date we receive payment for it.
- Bronze Service Agreement
Under the Bronze Service Agreement, we will charge for all parts and consumables (such as Stairlift batteries) at our standard rate, which applies at the time. We will only fit these parts once we have agreed the charge with you. If you do not agree to the charges, you can cancel the Service Agreement and be entitled to a refund of the fee for the rest of the Service Agreement left to run.
We will charge all call-outs and labour at the special discounted rate, which applies at the time (except the scheduled annual service visit which is included within the Service Agreement fee).
- Silver Service Agreement
Under the Silver Service Agreement, we will charge for all parts and consumables (except batteries, which are included, if required) at our standard rate, which applies at the time. We will only fit these parts once we have agreed the charge with you. If you do not agree to the charges, you can cancel the Service Agreement and be entitled to a refund of the fee for the rest of the Service Agreement left to run.
We will charge all call-outs and labour at the special discounted rate, which applies at the time (except the scheduled annual service visit which is included within the Service Agreement fee).
- Gold Service Agreement
Under the Gold Service Agreement, we will cover the costs for all parts, consumables (such as Stairlift batteries) and labour.
We will cover the costs of weekday call-outs in and out of office hours.
Weekend and bank holiday call-outs are chargeable at the special discounted rate, which applies at the time.
Under the Gold Service Agreement, we will always repair your equipment unless;
8.1 We cannot get the spare parts to repair it; or
8.2 We can replace it for less than the cost of repairing it. If this is the case, the following will apply:
8.2.1 If your Stairlift is under five years old and it has been continuously covered under a Service Agreement with Prestige Stairlifts, we will replace your Stairlift at our cost with another Stairlift of the same or similar specification;
8.2.2 If your Stairlift is five years old or more and it has been continuously covered under a Service Agreement with Prestige Stairlifts, we will give you a discount of up to 50% off either a new stairlift or a reconditioned stairlift of the same or similar specification;
8.2.3 If your Stairlift is under five years old but has not had continuous cover under a Service Agreement with Prestige Stairlifts, we may, at our discretion, give you a discount of up to 50% off a reconditioned stairlift of the same or similar specification, subject to an inspection having taken place on your existing stairlift, prior to the Service Agreement being put in place.
8.2.4 If your Stairlift is five years old or more and has not had continuous cover under a Service Agreement with Prestige Stairlifts, we may, at our discretion, give you a discount of up to 25% off a reconditioned stairlift of the same or similar specification, subject to an inspection having taken place on your existing stairlift, prior to the Service Agreement being put in place.
8.3 If circumstances described in 8.2.2, 8.2.3 or 8.2.4 above take place, and you do not wish to take advantage of the discount described, you can cancel the Annual Service Agreement and be entitled to a refund of part of the fee for the rest of the term of the Annual Service Agreement.
- Platinum Service Agreement
Under the Platinum Service Agreement, we will cover the costs for all parts, consumables (such as Stairlift batteries) and labour.
We will cover the costs of all call-outs.
Under the Platinum Service Agreement, we will always repair your equipment unless;
9.1 We cannot get the spare parts to repair it; or
9.2 We can replace it for less than the cost of repairing it. If this is the case, the following will apply:
9.2.1 If your Stairlift is under five years old and it has been continuously covered under a Service Agreement with Prestige Stairlifts, we will replace your Stairlift at our cost with another Stairlift of the same or similar specification;
9.2.2 If your Stairlift is five years old or more and it has been continuously covered under a Service Agreement with Prestige Stairlifts, we will give you a discount of up to 50% off either a new stairlift or a reconditioned stairlift of the same or similar specification;
9.2.3 If your Stairlift is under five years old but has not had continuous cover under a Service Agreement with Prestige Stairlifts, we may, at our discretion, give you a discount of up to 50% off a reconditioned stairlift of the same or similar specification, subject to an inspection having taken place on your existing stairlift, prior to the Service Agreement being put in place.
9.2.4 If your Stairlift is five years old or more and has not had continuous cover under a Service Agreement with Prestige Stairlifts, we may, at our discretion, give you a discount of up to 25% off a reconditioned stairlift of the same or similar specification, subject to an inspection having taken place on your existing stairlift, prior to the Service Agreement being put in place.
9.3 If circumstances described in 9.2.2, 9.2.3 or 9.2.4 above take place, and you do not wish to take advantage of the discount described, you can cancel the Annual Service Agreement and be entitled to a refund of part of the fee for the rest of the term of the Annual Service Agreement.
- Prices and Price Changes
Your agreement shows the charge for your Annual Service Agreement. That price won’t go up or down over the period of the Agreement, unless you change your Agreement, or the Government changes the relevant tax rate. We’ll always write to tell you about any change to your price.
- Payments
You can pay for your Agreement yearly by cheque, cash, debit or credit card. All of our prices include the relevant taxes at the current rate, if applicable.
- Renewals
We’ll write to you at least 14 days before your Agreement is due to renew.
- We will repair your Stairlift using parts which are new, or, where remanufactured, equivalent to new. You will own all replacement parts.
- We are not legally responsible for repairs to the Stairlift arising from: abuse, misuse or neglect by you or anyone else, or theft, fire, flood or damage arising from not following our instructions. If you call us out and no fault is found with the Stairlift we may charge you a call-out fee.
- The Annual Service Agreement covers the Stairlift whilst installed at the property and may be transferred to a new owner of the property as long as we are told in writing. Unless we agree otherwise, the Annual Service Agreement will not continue if the Stairlift is removed from the property and re-installed elsewhere.
- We will only refund the fee for an Annual Service Agreement:
- Under your Right to cancel (below); or
- If you have had the Stairlift removed before the start of the period to be covered; or under terms 6,7 and 9.3 of this Annual Service Agreement.
In any of these cases, we will give you a full refund if you ask for this in writing, except where we have provided services and/or parts at your request during this time, in which case the cost of these will be deducted from your refund.
- If any information you give us is false or we find that it is incorrect, we may end the Annual Service Agreement.
- The costs of the Annual Service Agreement shown are available on request.
- We will comply with the GDPR in processing your personal information to enable us to meet our legal obligations to you, to administer and fulfil your order and to market to you other products/services which we believe may be of interest to you. If you do not want to receive marketing information on other products please email prestigestairlifts@gmail.com.
A copy of our Privacy Notice can be found on our website or if required can be sent on request.
- English law and the English Courts will govern this Annual Service Agreement.
Right to Cancel
You have the right to cancel this Agreement within 14 days without giving any reason. This 14-day period commences from the start date of this Agreement (which is the renewal date for future renewals) or the receipt of the relevant cover documents from us, whichever happens later.
To exercise the right to cancel, you must inform us of your decision to cancel this Agreement by a clear statement (e.g. a letter sent by post or email) addressed to Prestige Stairlifts Ltd, Prestige Warehouse, 47a Springfield Road, Bexhill, TN40 2BJ or emailed to prestigestairlifts@gmail.com.
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
Effects of Cancellation
If you cancel this Agreement, we will reimburse without delay, and not later than 14 days after the day on which we are informed about your decision to cancel the Agreement.
We will make the 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 the reimbursement.
If we have provided services and/or parts at your request during the time prior to the cancellation, the cost of these will be deducted from your refund.
Complaints Policy
Click here to see a copy of Prestige Stairlifts Complaints Policy.