These terms and conditions apply to the maintenance services offered by Capital Softeners (“Company”, “we”, “us”, “our”) through our website, located at https://www.capitalsofteners.co.uk/maintenance-plan/ (“Website”). By accessing or using the Website, you agree to be bound by these terms and conditions. If you do not agree to these terms and conditions, you must not use the Website.

We offer two maintenance plans to protect our customers’ water softeners: (i) the Standard Maintenance Plan and (ii) the Premium Maintenance Plan. The Standard Maintenance Plan includes an engineer call out, priority response, loyalty scheme, and an annual inspection. The Premium Maintenance Plan includes all of the above plus parts.

In accordance with our maintenance plans, payments will be processed on a monthly basis via direct debit. Should payment not be received or if the direct debit is cancelled within the first twelve months of the maintenance plan, the customer will be responsible for paying for the remaining months of the contract. In the event of non-payment, penalties may apply. It is the customer’s responsibility to ensure that payment is made in a timely and consistent manner in accordance with the agreed upon terms.

Customer Maintenance Requirement: In order to request an engineer call out, the customer must be enrolled in a maintenance plan for a minimum of three (3) consecutive months. If the customer is not on a maintenance plan at the time of request, they may opt onto one on the day of the engineer call out, however, there will be an initial call out fee in addition to the monthly maintenance payments.

The minimum duration of the maintenance contract is twelve (12) months, after which the contract may be renewed. The renewal terms will be subject to the agreement between the customer and Capital Softeners. In the event that the customer wishes to terminate the maintenance contract prior to the end of the twelve (12) month period, they may do so, subject to any penalties or fees outlined in the terms and conditions. The customer acknowledges and agrees that the maintenance contract is for a specified term and that the provision of maintenance services is contingent upon the customer’s compliance with the payment terms and all other provisions outlined in these terms and conditions.

Capital Softeners is committed to providing our valued customers with exceptional maintenance services that meet and exceed their expectations. To demonstrate this commitment, we offer a comprehensive one (1) year guarantee on any work performed under the maintenance plan. This guarantee reflects our confidence in the quality of our services and our commitment to adhering to the highest industry standards. Our customers can rest assured that any work performed by our team of experienced and skilled engineers will be carried out to the highest possible standard. In the unlikely event that any issues arise within the one (1) year guarantee period, the customer may contact Capital Softeners to request rectification, provided such request is made within the terms and conditions outlined in this agreement.

Capital Softeners is committed to providing our customers with the highest level of maintenance services. However, it is important to note that certain limitations and exclusions apply to the coverage provided under the maintenance plan. Parts of the water softener are covered to a maximum value of £300 including VAT, however, this does not extend to resin, cylinders, outer casing, or pipework. Any damage caused by the misuse of the product, alterations carried out by a third party, or interference will not be covered under the maintenance plan. Additionally, the engineer call out service is limited to three (3) visits per calendar year, including the annual maintenance inspection. Should the water softener require extensive servicing or repairs, additional costs may be incurred if the unit must be removed and brought back to our workshop. The customer acknowledges and agrees to these limitations and exclusions and understands that Capital Softeners shall not be liable for any damages or losses beyond the scope of coverage outlined in these terms and conditions.

Right to Condemn Equipment: Capital Softeners reserves the right to declare a water softener beyond repair and condemn it if it is deemed uneconomical to repair. In such cases, the customer will be informed and alternative solutions will be offered.

Capital Softeners values the relationship with our customers and is committed to resolving any disputes that may arise in an efficient and amicable manner. In the event that a dispute cannot be resolved directly with the customer, Capital Softeners agrees to utilize an online dispute resolution platform to resolve any disputes that may arise in relation to the maintenance plan. This approach provides an efficient, cost-effective, and fair method of resolving disputes, while maintaining the integrity of the customer relationship. The customer agrees to participate in good faith in the dispute resolution process and acknowledges that this clause represents a reasonable and fair method of resolving disputes.

Capital Softeners is deeply committed to maintaining the privacy and confidentiality of our customers. The protection of customer data is of utmost importance to us, and we have taken all necessary steps to ensure that all customer information is securely stored and protected in accordance with industry standards. With this in mind, we have made the conscious decision not to obtain or store customer payment details internally, but rather to entrust this information to a trusted and fully compliant third-party payment company, ‘Stripe’, who have a proven track record in the secure storage and protection of customer data. The customer can rest assured that Capital Softeners is fully compliant with all relevant data protection legislation and will always handle customer information with the utmost respect for privacy and confidentiality. We are dedicated to ensuring that our customers can trust us to protect their personal and financial information at all times.

Capital Softeners strives to provide our customers with the most comprehensive and flexible maintenance plans possible. In order to achieve this goal, we have included a number of additional provisions and clauses in our terms and conditions that are designed to ensure that our customers receive the best possible service. Firstly, we have included a 14-day cooling-off period, during which time both the customer and Capital Softeners have the right to cancel the maintenance plan, with no questions asked. This provides our customers with the peace of mind that they are entering into a contract that they are fully comfortable with. Secondly, we will send one reminder email to the customer prior to their annual maintenance inspection, after which it is the customer’s responsibility to contact us to arrange their annual inspection. This helps to ensure that our customers are aware of the importance of regular maintenance and can take proactive steps to protect their water softener. These additional provisions and clauses are just two examples of how Capital Softeners is committed to providing our customers with the best possible experience when taking out a maintenance plan.

Capital Softeners understands that there may be circumstances beyond our control that could affect our ability to provide the maintenance services outlined in our terms and conditions. These circumstances could include, but are not limited to, acts of nature, governmental actions, war or military hostilities, terrorism, or any other cause that is beyond our reasonable control. In the event that such circumstances arise, Capital Softeners will not be held responsible for any failure or delay in the performance of its obligations under the terms and conditions, provided that it takes all reasonable steps to mitigate the effects of the force majeure event. Capital Softeners will make every effort to resume performance of its obligations as soon as the cause of the delay has been remedied. In the event that the force majeure event continues for a period of 60 days or more, either party may terminate the maintenance plan without incurring any liability. This clause is included to provide our customers with the reassurance that Capital Softeners is committed to providing the highest possible level of service, but that we are not responsible for events that are beyond our control.

Capital Softeners reserves the right to make changes to these terms and conditions at any time and without prior notice. It is the responsibility of the customer to regularly review these terms and conditions in order to be aware of any such changes. Continued use of the maintenance plan offered by Capital Softeners following any such changes shall be deemed as acceptance of the new terms and conditions by the customer. It is understood that Capital Softeners may need to make changes to these terms and conditions from time to time in order to reflect changes in its business practices, to address new challenges and opportunities, and to comply with any applicable laws or regulations. These changes are made in the interest of ensuring that Capital Softeners can continue to provide its customers with the best possible maintenance services for their water softener.

The terms and conditions set forth in this agreement shall be governed and interpreted in accordance with the laws of England and Wales. This shall include, but not be limited to, the interpretation of the terms and conditions, the resolution of disputes and the enforcement of any obligations set forth in this agreement. Any legal proceedings arising from or related to this agreement shall be heard in a court of competent jurisdiction within the jurisdiction of England and Wales. Both Capital Softeners and the customer agree to submit to the exclusive jurisdiction of such courts and waive any objections to venue that may otherwise be available. In the event of a dispute arising from or related to this agreement, the parties agree to make good faith efforts to resolve such dispute through negotiation and mediation before resorting to any other means of resolution, including litigation.

If you have any questions about these terms and conditions, please contact us at info@capitalsofteners.co.uk.