1. Introduction

This Membership Agreement sets out the terms and conditions governing the services provided by Emergency Housecare Ireland ("we", "us" or "our") to the Member.

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By purchasing, renewing or using a Membership, you agree to be bound by this Agreement together with your Membership Schedule.

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This Agreement explains:

• the services included within your Membership;

• how to make a claim;

• your rights and responsibilities;

• our rights and responsibilities; and

• the circumstances in which Membership may be suspended or cancelled.

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This Agreement does not affect any statutory rights available to consumers under Irish law.

 

2. Definitions

In this Agreement, the following words have the meanings set out below:

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• Agreement: This Membership Agreement together with the Membership Schedule and any documents expressly incorporated by reference.

• Breakdown: The sudden and unforeseen failure of a covered system or appliance which requires repair in order to restore normal operation.

• Claim: A request for assistance made under the Membership.

• Emergency: A sudden event affecting a covered system that presents a risk to health, safety, security or the habitability of the Property and requires urgent attention.

• Engineer: An employee, contractor or specialist appointed by Emergency Housecare Ireland to provide services under this Agreement.

• Excess: The contribution payable by the Member towards the cost of an accepted Claim, as shown on the Membership Schedule. One excess is payable for each accepted Claim. A single repair visit relating to the same fault will be treated as one Claim. Multiple unrelated faults may be treated as separate Claims.

• Property: The residential property located in the Republic of Ireland identified on the Membership Schedule and any covered domestic systems located within its legal boundary.

• Member: The individual named on the Membership Schedule.

• Membership: The cover provided under this Agreement.

• Membership Fee: The amount payable by the Member for Membership.

• Membership Schedule: The document issued to the Member confirming the level of cover, Membership Fee, excess, renewal date and any special conditions.

• Service Area: The geographical area within which Emergency Housecare Ireland provides services.

 

3. Membership Agreement

Emergency Housecare Ireland provides property emergency assistance services in accordance with the Membership Level selected by the Member.

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• Membership is intended to provide assistance following the sudden Breakdown of covered domestic systems and appliances.

• Membership is not a maintenance contract, property insurance policy or guarantee against all faults.

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Cover is subject to:

• the Membership Level selected;

• the Membership Schedule;

• the eligibility requirements contained in this Agreement;

• the exclusions and limitations contained in this Agreement.

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Membership applies only to the Property identified on the Membership Schedule.

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We may review and change the membership fee from time to time. If we increase your membership fee, we will give you at least 30 days' notice. If you do not agree to the new fee, you may cancel your membership before the increase takes effect.

 

4. Eligibility

To qualify for Membership:

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• the Property must be located within our Service Area;

• the Property must be used primarily as a private residence;

• covered systems must be in working order at the Membership Start Date;

• the Member must disclose any information reasonably requested during the application process.

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Membership is not available for:

• commercial premises;

• industrial premises;

• agricultural premises;

• vacant or abandoned properties;

• temporary structures;

• properties outside our Service Area, unless specifically agreed by us in writing.

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We reserve the right to refuse, suspend or cancel Membership where eligibility requirements are not satisfied.

 

5. Membership Levels

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5.1 Levels:

• The services available under your Membership depend upon the Membership Level selected and shown on your Membership Schedule.

• Level 1 – Plumbing & Drainage: Provides assistance for covered plumbing and drainage emergencies within the Property.

• Level 2 – Heating, Plumbing & Drainage: Includes all benefits available under Level 1 together with cover for eligible domestic heating and hot water systems.

• Level 3 – Gas, Heating, Plumbing & Drainage: Includes all benefits available under Levels 1 and 2 together with cover for eligible domestic gas appliances and gas replacements of similar functionality.

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5.2 Landlord Cover

• Exclude Airbnb, serviced accommodation with commercial systems, HMOs with commercial plant and mixed-use premises unless agreed in writing.

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Optional Benefits:

Additional services may be available, including:

• Annual boiler servicing (one boiler per Membership);

• Boiler replacement cover (one boiler per Membership);

• Landlord cover; and

• Other optional products introduced by Emergency Housecare Ireland from time to time.

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Optional benefits apply only where they are specifically shown on the Member's Membership Schedule.

 

6. General Principles of Cover

Our objective is to restore covered systems and appliances to a safe and operational condition following a covered Breakdown.

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Where a permanent repair cannot reasonably be completed during the initial visit, we may:

• Carry out a temporary repair;

• Make the system safe;

• Isolate the affected system; or

• Arrange a return visit where appropriate.

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Emergency Attendance:

• Primary purpose is to make the property safe and alleviate the emergency.

• Temporary repairs may be carried out with return visit arranged where appropriate.

• Example: isolate leaking pipe before permanent repair.

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All repairs are subject to:

• Safe and reasonable access to the Property;

• Suitable replacement parts being available; and

• Compliance with all applicable safety, technical and regulatory requirements.

 

Where replacement parts are unavailable, obsolete, or where a repair is not considered economically viable, we may discuss alternative repair or replacement options with the Member.

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Claim Limits

• The maximum amount payable by Emergency Housecare Ireland in respect of any one accepted Claim is €6,000.

• The maximum amount payable during any Membership Year is €6,000 in total across all accepted Claims, unless otherwise shown in the Membership Schedule.

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PART 2 – CLAIMS, REPAIRS AND MEMBERSHIP ADMINISTRATION

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7. Making a Claim

If you require assistance under your Membership, you must contact Emergency Housecare Ireland using the contact details provided on your Membership Schedule or our website.

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• When making a Claim, you may be asked to provide:

  • your Membership Number;

  • your name and Property address;

  • a contact telephone number;

  • details of the fault;

  • any information reasonably required to assess the urgency of the Claim.

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• Claims should be reported as soon as reasonably practicable after the fault is discovered.

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• Where there is an immediate risk to health or safety, you should first contact the relevant emergency service or utility provider where appropriate.

 

8. Engineer Attendance and Repairs

Once a Claim has been accepted, we will arrange attendance by a suitably qualified Engineer.

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We aim to respond as quickly as reasonably practicable; however, attendance times are targets only and are not guaranteed.

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• Response times may be affected by:

  • severe weather;

  • traffic conditions;

  • public holidays;

  • demand for services;

  • availability of parts or specialist contractors; and

  • circumstances beyond our reasonable control.

 

Our objective is to restore the covered system to a safe and operational condition.

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Where, during the course of an accepted Claim, our Engineer identifies an existing installation defect, non-compliant installation, or previous workmanship issue affecting the covered system, Emergency Housecare Ireland may repair, modify or rectify the installation where reasonably necessary to restore the system to a safe and operational condition.

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Any additional costs, specialist works, or upgrades required solely to bring an installation fully up to current regulations may be subject to the applicable Claim Limit and the terms of the Member's Membership.

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• Where a permanent repair cannot be completed during the initial visit, we may:

  • carry out a temporary repair;

  • isolate the affected system;

  • make the installation safe; or

  • arrange a return visit.

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• We may use new, refurbished or equivalent replacement parts where appropriate.

 

9. Access to the Property

9.1. Attendance & Servicing Requirements

• Responsible adult aged 18+ must be present during all works.

• Customer responsible for arranging annual service/inspection appointments.

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9.1. Missed Appointment

• Less than 24 hours' notice or no access = Missed Appointment Charge equal to applicable excess.

• Charge will be paid immediately by card. 

• Repeated missed appointments may result in cancellation.

• Engineers will not normally return the same day.

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10. Excesses and Additional Charges

• One excess applies per accepted claim. Multiple unrelated faults may be treated as separate claims.

• The applicable excess will be shown on the Membership Schedule.

• The excess must be paid when requested by Emergency Housecare Ireland.

• Excess payable at First Notification of Loss (FNOL).

• Payable by debit/credit card over the phone.

• No credit facilities.

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Where an Engineer attends and:

• no covered fault is found;

• the fault falls outside the Membership; or

• the Member requests work not covered by the Membership,

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We may charge a reasonable call-out fee or provide a separate quotation for the work.

• No chargeable work will be undertaken without the Member's agreement.

• Maximum labour, parts and materials payable per accepted Claim: €6,000.

• No cash settlements or cash alternatives

 

11. Parts and Materials

• We will use parts and materials that we consider suitable for the repair.

• Where original manufacturer parts are unavailable, we may use equivalent parts of comparable specification and performance.

• We cannot guarantee the availability of replacement parts supplied by third-party manufacturers.

• Where parts are obsolete or unavailable, we will discuss available options with the Member.

• Repairs requiring specialist parts may take longer and remain subject to supplier availability.

 

12. Membership Fees and Payments

Membership Fees must be paid in accordance with the payment option selected by the Member.

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• Membership may be paid:

  • monthly;

  • annually; or

  • by any other payment method offered by Emergency Housecare Ireland.

• The Member is responsible for ensuring payments are made when due.

• Failure to maintain payments may result in suspension or cancellation of Membership.

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13. Promotions and Incentives

From time to time, Emergency Housecare Ireland may offer promotional products or other incentives to customers purchasing an eligible Membership.

 

The following terms apply to all promotional incentives unless expressly stated otherwise:

• Promotional incentives are available only to Members who pay their annual Membership Fee in full and who meet the qualifying conditions of the relevant promotion.

• Unless otherwise stated, only one promotional item may be provided per Membership.

• Promotional items are supplied without any warranty or guarantee from Emergency Housecare Ireland. Any manufacturer's warranty shall apply where available.

• If a promotional item is received damaged or defective, the Member must notify Emergency Housecare Ireland within twenty-four (24) hours of delivery and return the item as instructed.

• Subject to stock availability, we will replace a defective promotional item on one occasion only. No cash alternative, refund, credit or substitute product or service will be offered.

• Emergency Housecare Ireland accepts no responsibility for promotional items that are lost, delayed or damaged in transit after dispatch. Proof of postage or delivery will be retained where applicable.

• Promotional items are available only while stocks last. If stocks are exhausted, Emergency Housecare Ireland is under no obligation to provide an alternative item or substitute benefit.

• Where a Member receives a promotional incentive and cancels their Membership within the first twelve (12) months, Emergency Housecare Ireland reserves the right to recover the retail value of the promotional item. This amount may be deducted from any refund due or otherwise become payable by the Member.

• Promotional incentives are non-transferable, have no cash value and may not be exchanged for cash, credit or any other product or service.

• Emergency Housecare Ireland reserves the right to amend, withdraw or substitute any promotional offer at any time without notice, provided that such changes do not affect incentives already issued to eligible Members.

 

14. Renewals and Changes to Membership

• Unless otherwise stated, Membership will continue until cancelled by either party in accordance with this Agreement.

• We may review Membership Fees, Membership Levels and Membership Terms from time to time.

• Where changes affect the Member, reasonable notice will be provided before the changes take effect.

• Where required by law, renewal notices will include:

  • the renewal date;

  • the renewal price;

  • details of significant changes; and

  • information explaining how Membership may be cancelled.

 

15. Waiting Periods

• Where a waiting period applies to a Membership or optional benefit, details will be shown on the Membership Schedule.

• Claims arising during a waiting period are not covered unless expressly stated otherwise.

• Waiting periods do not affect any rights that cannot lawfully be restricted under Irish law.

• A waiting period of twenty-eight (28) days applies from the Membership Start Date. No Claims may be made during this period.

 

16. Fraudulent Claims and Misrepresentation

The Member must provide accurate and truthful information when applying for Membership and when making a Claim.

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• We may decline a Claim, suspend Membership or cancel Membership where:

  • false information has been provided;

  • material information has been deliberately withheld;

  • a Claim is fraudulent;

  • evidence has been falsified; or

  • the Membership has been obtained through misrepresentation.

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• Where permitted by law, we may recover costs reasonably incurred as a result of fraudulent activity.

 

17. Cancellation and Termination of Membership

17.1 Cooling-Off Period

• Where Membership is purchased online, by telephone or through another distance-selling method, the Member may cancel within fourteen (14) days of the Membership Start Date in accordance with applicable consumer protection legislation.

• Where services have been provided during the cooling-off period at the Member's request, Emergency Housecare Ireland may make a reasonable deduction for services already supplied, where permitted by law.

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17.2 Cancellation by the Member

• The Member may cancel Membership at any time by providing 30 days notice to Emergency Housecare Ireland.

• Where Membership is paid monthly, cancellation will normally take effect from the end of the current billing period.

• Where Membership is paid annually, no refund shall be payable for any unused portion of the Membership unless required by law or otherwise agreed by Emergency Housecare Ireland.

• Cancellation of Membership immediately terminates any additional benefits attached to the Membership, including but not limited to the 18-Month Repair Warranty, Boiler Replacement Cover, Annual Gas Safety Inspection and any optional benefits not yet used.

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17.3 Termination by Emergency Housecare Ireland

• Emergency Housecare Ireland may suspend or terminate Membership immediately or by giving reasonable written notice where:

• Membership Fees or excess payments remain unpaid;

• the Property no longer satisfies the eligibility requirements;

• false, misleading or fraudulent information has been provided;

• a fraudulent or dishonest Claim has been submitted;

• the Member has failed to disclose material information;

• abusive, threatening or violent behaviour is directed towards our employees or contractors;

• the working environment is considered unsafe;

• repeated missed appointments occur;

• the Member repeatedly refuses reasonable access for inspections or repairs;

• Membership is being used in a manner inconsistent with its intended purpose;

• the frequency or value of Claims indicates that the Property is not suitable for Membership under our Fair Usage Policy; or

• continued Membership would expose Emergency Housecare Ireland to unreasonable financial, legal or operational risk.

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17.4 Suspension of Membership

• Rather than cancelling Membership immediately, Emergency Housecare Ireland may suspend Membership whilst:

• outstanding Membership Fees are brought up to date;

• excess payments are received;

• safety concerns are resolved;

• eligibility is verified;

• suspected fraud is investigated; or

• additional information reasonably requested by Emergency Housecare Ireland is provided.

• No Claims will be accepted whilst Membership is suspended.

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17.5 Effect of Cancellation or Termination

• Upon cancellation or termination:

• all future cover immediately ceases;

• no further Claims will be accepted after the effective cancellation date;

• any Annual Gas Safety Inspection or Boiler Health Check not already carried out will be forfeited;

• the 18-Month Repair Warranty immediately terminates unless otherwise required by law;

• Boiler Replacement Cover and all optional benefits cease immediately;

• outstanding Membership Fees, excess payments and other sums lawfully due remain payable.

• Cancellation or termination does not affect Claims formally accepted before the effective cancellation date, unless the Membership has been terminated due to fraud, deliberate misrepresentation or another material breach of this Agreement.

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17.6 Reinstatement

• Where Membership has lapsed or been cancelled, Emergency Housecare Ireland is under no obligation to reinstate the Membership.

• Where reinstatement is agreed:

• new waiting periods may apply;

• a property inspection may be required;

• existing faults may be excluded;

• revised Membership Fees or excesses may apply.

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17.7 No Right to Transfer

• Membership is personal to the Member and the Property shown on the Membership Schedule. Membership cannot be transferred to another person or another property without the prior written consent of Emergency Housecare Ireland.

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PART 3 – MEMBERSHIP COVER

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18. Level 1 – Plumbing and Drainage

18.1 Scope of Cover:

• Level 1 Membership provides assistance for the repair of covered plumbing and drainage systems within the Property following a sudden and unforeseen Breakdown.

• Cover applies only to systems located within the legal boundary of the Property and for which the Member is responsible.

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18.2 Tap & Sanitary Ware:

Subject to the terms of this Agreement, Level 1 Membership includes repairs to:

• internal hot and cold water pipes;

• internal waste pipes;

• overflow pipes;

• stopcocks and isolation valves;

• toilets and toilet flushing mechanisms;

• taps;

• sinks;

• wash basins;

• baths;

• shower valves and fixed shower fittings;

• internal water supply pipework.

• Repair taps where economically viable.

• Replace uneconomical taps with standard equivalent selected by Emergency Housecare Ireland.

• Customer may supply preferred tap; workmanship only warranted.

• Replacement of toilets, basins, sinks, baths, shower trays and shower enclosures excluded.

• Cover includes sudden leaks, blockages and failures that prevent normal operation.

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18.3 Covered Drainage Systems:

Level 1 Membership includes assistance for:

• internal drains;

• soil pipes;

• waste pipes;

• foul water drainage systems;

• external drains within the Property boundary where the Member is legally responsible.

• Cover includes unexpected blockages and drainage failures requiring repair or clearance.

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18.4 Exclusions:

Level 1 Membership does not include:

• routine maintenance;

• cosmetic defects;

• dripping taps that do not require emergency attention;

• septic tanks and sewage treatment systems;

• guttering and rainwater systems;

• swimming pools, hot tubs and water features;

• structural defects affecting drains;

• collapsed drains;

• damage caused by tree roots requiring excavation;

• damage resulting from flooding, subsidence or ground movement;

• reinstatement of flooring, tiles, decorations or landscaping;

• faults existing before Membership commenced.

 

19. Level 2 – Heating, Plumbing and Drainage

19.1 Scope of Cover:

Level 2 Membership includes all benefits available under Level 1 together with assistance for covered domestic heating and hot water systems.

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19.2 Covered Heating Systems:

Subject to this Agreement, cover includes:

• domestic boilers (one per Membership);

• circulation pumps;

• motorised valves;

• heating controls;

• programmers and timers;

• thermostats;

• radiators;

• heated towel rails;

• hot water cylinders;

• expansion vessels;

• pressure relief valves;

• condensate pipework;

• filling loops;

• heating pipework.

• Cover applies where a sudden Breakdown prevents normal heating or hot water operation.

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19.3 Exclusions:

In addition to the General Exclusions, Level 2 Membership does not include:

• routine boiler servicing unless purchased as an optional benefit (one per Membership);

• system flushing or power flushing;

• efficiency upgrades;

• fuel storage tanks;

• underfloor heating systems unless specifically included;

• renewable heating systems unless shown on the Membership Schedule;

• damage caused by corrosion, sludge or scale where maintenance has been neglected;

• damage caused by inadequate frost protection;

• faults existing before Membership commenced.

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19.4 Boiler Age Limit:

• Boilers over 15 years old are not covered.

 

20. Level 3 – Gas, Heating, Plumbing and Drainage

20.1 Scope of Cover:

• Level 3 Membership includes all benefits available under Levels 1 and 2 together with assistance for covered domestic gas appliances and gas installations.

• Gas-related work will only be carried out by Registered Gas Installer (RGI) where required by law.

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20.2 Covered Gas Systems:

Subject to this Agreement, cover includes:

• domestic gas boilers (one per Membership);

• gas fires;

• gas water heaters;

• gas warm air units;

• domestic gas pipework;

• ignition systems;

• gas valves;

• pumps;

• fans;

• heat exchangers where repair is economically viable;

• safety controls;

• associated heating controls and components.

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20.3 Gas Safety:

Where a gas installation is considered unsafe, we may:

• isolate the appliance;

• disconnect the appliance;

• turn off the gas supply; or

• take any other action reasonably necessary to protect persons or property.

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We will not reconnect any appliance that cannot legally or safely be returned to service.

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20.4 Exclusions:

In addition to the General Exclusions, Level 3 Membership does not include:

• LPG systems unless specifically included;

• portable gas heaters;

• commercial catering equipment;

• chimneys and chimney liners;

• gas cylinders;

• appliances subject to manufacturer recalls;

• alterations required solely to comply with changes in legislation;

• appliances installed contrary to manufacturer instructions;

• faults existing before Membership commenced.

 

21. Boiler Service and Boiler Replacement (one boiler is covered per Membership)

21.1 Annual Gas Safety Inspection & Boiler Health Check:

• One inspection per Membership Year where included.

• Includes RGI gas safety inspection and certificate (where applicable).

• Not treated as a Claim.

• No excess payable.

• Member responsible for arranging appointments.

• Annual servicing is mandatory; failure may invalidate cover where lack of maintenance contributed to the Breakdown.

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21.2 Boiler Replacement Cover:

Boiler deemed Beyond Economic Repair (BER) where the reasonable expected repair cost exceeds €500, suitable parts are unavailable, the boiler cannot be safely repaired or has reached the end of its economic life.

• Contribution of up to €500 (including standard installation labour).

• Replacement boiler selected by Emergency Housecare Ireland.

• Replacement boiler to provide broadly comparable heating and hot water performance; not like-for-like.

• Member responsible for costs exceeding the €500 contribution unless agreed otherwise.

• The €500 is not a cash alternative and therefore will not be paid out.

 

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21.3 Boiler Replacement Exclusions:

Unless specifically stated otherwise in the Membership Schedule, Boiler Replacement Cover does not include:

• Upgrades or enhancements requested by the Member;

• Relocation of the boiler or associated pipework;

• Structural alterations or building works;

• Asbestos testing, removal, treatment, or disposal;

• Reinstatement, decoration, plastering, tiling, flooring, or other cosmetic works;

• The correction of pre-existing installation defects, non-compliant installations, or installations that do not meet current regulations;

• Electrical upgrades, rewiring, or modifications unrelated to the boiler replacement;

• Works required solely to improve energy efficiency beyond the original system specification;

• Upgrades required to accommodate a change of fuel type or heating system design; and

• Any costs not directly related to the supply and installation of the replacement boiler.

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***Please note that only one domestic boiler is covered under Boiler Service & Replacement Cover per Membership.***

 

PART 4 – RIGHTS, RESPONSIBILITIES AND EXCLUSIONS

 

22. Member Responsibilities

To maintain eligibility for Membership and ensure that Claims can be dealt with efficiently, the Member must:

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22.1 Provide Accurate Information:

The Member must provide accurate and complete information when:

• applying for Membership;

• renewing Membership;

• making a Claim; or

• requesting changes to Membership.

• Failure to provide accurate information may affect eligibility for cover.

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22.2 Maintain the Property:

The Member must take reasonable care of the Property and all covered systems.

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This includes:

• carrying out routine maintenance;

• following manufacturer recommendations;

• arranging servicing where appropriate;

• taking reasonable steps to prevent avoidable damage.

• Membership is intended to assist with unexpected Breakdowns and is not a substitute for regular maintenance.

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22.3 Prevent Further Damage:

Where a fault occurs, the Member must take reasonable steps to minimise further damage where it is safe to do so.

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Examples may include:

• turning off a water supply;

• isolating a faulty appliance;

• following reasonable instructions provided by Emergency Housecare Ireland.

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22.4 Access Requirements:

• Company not responsible for removing or reinstating kitchen units, fitted furniture, boxing-in, flooring, wall finishes, ceilings or building fabric.

• Member responsible for providing suitable access.

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22.5 Notify Material Changes:

The Member must notify Emergency Housecare Ireland where:

• ownership of the Property changes;

• the Property becomes vacant for an extended period;

• the Property is converted to commercial use;

• covered systems are substantially altered or replaced; or

• contact details change.

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22.6 Fair Usage:

• Membership intended for unexpected Breakdowns only.

• Not intended to replace routine maintenance or repeated defects.

• Right to review, amend or terminate Membership where claims are excessive or property unsuitable.

• Right to decline work if the working environment is unsafe.

 

23. Our Responsibilities

Emergency Housecare Ireland will:

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23.1 Provide Services With Reasonable Care and Skill:

• We will perform services with reasonable care and skill and in accordance with applicable legal requirements.

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23.2 Use Qualified Personnel:

• Repairs, servicing and inspections will be carried out by suitably qualified employees or contractors.

• Where required by law, work will be undertaken only by Registered Gas Installer (RGI).

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23.3 Keep Members Informed:

We will make reasonable efforts to keep Members informed regarding:

• appointment arrangements;

• delays;

• parts availability;

• repair progress; and

• Claim outcomes.

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23.4 Prioritise Safety:

• Safety takes priority over restoring services.

• Where a system, appliance or installation is considered unsafe, we may isolate or disconnect it until it can be safely returned to operation.

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23.5 Disclaimer / Property Damage:

• Engineer may request a works disclaimer before certain works commence.

• Clarify that cosmetic disturbance required for access is accepted.

• Do not exclude liability that cannot legally be excluded under Irish law.

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24. Conduct and Safety

Emergency Housecare Ireland is committed to maintaining a safe working environment for Members, employees and contractors.

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We reserve the right to suspend or withdraw services where:

• threatening behaviour occurs;

• abusive language is used;

• harassment or discrimination occurs;

• violence or intimidation occurs; or

• conditions at the Property present a significant safety risk.

• Examples of safety risks include:

  • dangerous electrical installations;

  • structural instability;

  • hazardous materials;

  • unsafe access arrangements; or

  • uncontrolled animals.

• Where appropriate, services may resume once the issue has been addressed.

 

25. General Exclusions

Unless expressly stated otherwise in this Agreement, Membership does not cover:

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25.1 Property and Structural Works:

• structural repairs;

• foundations;

• walls;

• roofs;

• ceilings;

• chimneys;

• windows and doors; and

• structural drainage reconstruction.

• Membership is intended to cover eligible domestic systems and appliances and does not extend to structural repairs to the Property.

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25.2 Routine Maintenance:

• routine servicing;

• cleaning;

• descaling;

• balancing;

• lubrication;

• efficiency improvements; and

• preventative maintenance.

 

Membership is designed to assist with sudden and unforeseen Breakdowns and is not a substitute for routine maintenance.

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25.3 Cosmetic Defects:

• scratches;

• dents;

• staining;

• discolouration;

• decorative defects; and

• cosmetic upgrades.

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25.4 External Events:

Membership does not cover any loss, damage, defect or Breakdown arising directly or indirectly from:

• fire;

• flood;

• storm;

• lightning;

• subsidence;

• landslip;

• earthquake;

• vandalism;

• theft; or

• malicious damage.

 

Such events are typically covered under a separate home or property insurance policy and are not covered by this Membership.

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25.5 Consequential Loss:

Emergency Housecare Ireland shall not be liable for any indirect, special or consequential loss arising from any Breakdown, Claim, repair, delay or interruption in service.

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• This includes, but is not limited to:

  • loss of earnings;

  • loss of business;

  • loss of profits;

  • alternative accommodation costs;

  • inconvenience;

  • loss of use or enjoyment of the Property; and

  • any other indirect or consequential loss.

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Nothing in this Agreement excludes or limits any liability that cannot lawfully be excluded or restricted under applicable law.

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25.6 Commercial Use:

Membership does not cover any system, appliance or installation that is used wholly or mainly for:

• commercial purposes;

• industrial purposes; or

• agricultural purposes.

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Membership is intended solely for private residential Properties. Any Breakdown, fault or damage arising from commercial, industrial or agricultural use is excluded from cover.

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25.7 Utility Provider Failures:

Membership does not cover any interruption, loss of service, breakdown, defect or damage arising directly or indirectly from the failure, interruption or restriction of services provided by:

• electricity suppliers;

• water suppliers;

• gas network operators;

• telecommunications providers; or

• any other public utility provider.

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This includes interruptions caused by maintenance works, outages, supply restrictions, network failures or disconnections that are outside the control of Emergency Housecare Ireland.

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25.8 Existing Faults:

Evidence of previous servicing or repairs may be requested where a pre-existing fault is suspected.

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25.9 Unauthorised Alterations:

Membership does not cover faults arising from repairs, modifications or alterations carried out by persons who were not appropriately qualified, licensed or registered to undertake the work.

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25.10 Incorrect Installation Exclusion

• Exclude faults arising from incorrect, defective or non-compliant installation or commissioning.

• Exclude remedial work required to bring previous installations into compliance with regulations or manufacturer instructions.

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25.11 Deliberate or Illegal Acts:

Membership does not cover any loss, damage, defect or Breakdown arising directly or indirectly from:

• deliberate acts;

• reckless conduct;

• fraud;

• criminal activity; or

• illegal use of the Property.

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25.12 Cosmetic Reinstatement:

• No reinstatement of paint, wallpaper, flooring, tiling, boxing-in, ceilings or decorative finishes.

• Reinstatement can be quoted separately.

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25.13 Wear and Tear:

Membership does not cover faults, defects, deterioration or Breakdowns arising wholly or partly from:

• normal wear and tear;

• gradual deterioration;

• corrosion;

• rust;

• sludge;

• scale;

• ageing;

• lack of maintenance; or

• the natural end of a system's, appliance's or component's useful life.

 

Membership is intended to provide assistance following a sudden and unforeseen Breakdown and does not cover the ongoing deterioration of systems, appliances or components over time.

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Where a fault results from a combination of wear and tear and a sudden Breakdown, Emergency Housecare Ireland reserves the right to determine whether the fault is eligible for cover, acting reasonably and in accordance with the terms of this Agreement.

 

26. Repair Guarantee

18-Month Warranty

• Applies only to work, parts or components repaired or replaced by Emergency Housecare Ireland.

• Runs from the completion date of the repair.

• Policy must remain active for warranty to remain valid.

• Warranty void if policy is cancelled, accidental damage, deliberate damage or third-party interference occurs.

• Covers repair or replacement of the warranted work only.

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PART 5 – LEGAL TERMS

 

27. Complaints

• Emergency Housecare Ireland is committed to providing a high standard of customer service.

• If you are dissatisfied with any aspect of our service, you should contact us as soon as reasonably practicable using the contact details provided in this Agreement.

• When making a complaint, please provide:

  • your name and contact details;

  • your Membership Number (where applicable);

  • details of the issue;

  • any supporting information that may assist our investigation.

• We will investigate complaints fairly and objectively and aim to resolve them as quickly as reasonably practicable.

• Where additional investigation is required, we will keep you informed of progress.

• Nothing in this Agreement affects your right to seek independent advice or pursue any remedy available under Irish law.

 

28. Data Protection

• Emergency Housecare Ireland is committed to protecting personal information and processing personal data responsibly.

• We will process personal data in accordance with:

  • the General Data Protection Regulation (EU) 2016/679 ("GDPR");

  • the Data Protection Act 2018 (Ireland); and

  • any replacement or supplementary legislation.

• We may collect and process information necessary to:

  • administer Memberships;

  • arrange repairs and services;

  • process payments;

  • investigate complaints;

  • prevent fraud;

  • comply with legal obligations; and

  • improve our services.

• We may share information with:

  • authorised contractors;

  • payment providers;

  • professional advisers;

  • regulatory authorities; and

  • law enforcement agencies where required by law.

• Further information regarding the collection and use of personal data is available in our Privacy Policy.

 

29. Limitation of Liability

• Nothing in this Agreement excludes or limits liability where such exclusion or limitation would be unlawful.

• This includes liability for:

  • death or personal injury caused by negligence;

  • fraud or fraudulent misrepresentation; and

  • any liability that cannot legally be excluded or restricted.

​​

• Subject to the above, Emergency Housecare Ireland shall not be liable for:

  • indirect losses;

  • consequential losses;

  • loss of profits;

  • loss of business;

  • loss of earnings; or

  • losses arising from circumstances beyond our reasonable control.

​​

Where permitted by law, our liability in connection with any Claim shall not exceed the amount reasonably payable for the covered service giving rise to the Claim.

 

30. Force Majeure

We shall not be responsible for any delay or failure to perform our obligations where such delay or failure results from events beyond our reasonable control.

• Examples include:

  • severe weather;

  • flooding;

  • storms;

  • industrial disputes;

  • fuel shortages;

  • utility failures;

  • government restrictions;

  • pandemics;

  • acts of terrorism; or

  • civil unrest.

​​

Where such an event occurs, we will use reasonable efforts to resume normal services as soon as practicable.

 

31. Notices

Any notice required under this Agreement may be provided:

• By the Member:

  • by email;

  • in writing; or

  • through any customer service channel approved by Emergency Housecare Ireland.

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• By Emergency Housecare Ireland:

  • by email;

  • by post;

  • by SMS; or

  • through any online member portal made available to Members.

​​

A notice shall be deemed received when it would ordinarily be expected to reach the recipient.

 

32. Assignment

• Emergency Housecare Ireland may transfer or assign its rights and obligations under this Agreement to another appropriately qualified organisation.

• Any such transfer will not reduce the rights available to Members under this Agreement.

• The Member may not transfer Membership to another person without our prior written consent.

 

33. Severability

If any provision of this Agreement is found to be invalid, illegal or unenforceable by a court or competent authority:

• that provision shall be modified to the minimum extent necessary to make it enforceable; or

• where modification is not possible, it shall be deemed removed from the Agreement.

 

The remainder of the Agreement shall continue in full force and effect.

 

34. Waiver

• A failure or delay by either party in exercising any right under this Agreement shall not constitute a waiver of that right.

• Any waiver must be made expressly and in writing.

 

35. Entire Agreement

• This Agreement, together with the Membership Schedule and any documents expressly incorporated by reference, constitutes the entire agreement between Emergency Housecare Ireland and the Member.

• The Member acknowledges that they have not relied on any statement or representation that is not expressly contained within this Agreement.

• Nothing in this clause excludes liability for fraud or fraudulent misrepresentation.

 

36. Governing Law and Jurisdiction

• This Agreement shall be governed by and interpreted in accordance with the laws of Ireland.

• Any dispute arising out of or in connection with this Agreement shall be subject to the jurisdiction of the Irish courts.

• Nothing in this clause affects any mandatory consumer rights available under Irish law.

 

37. Contact Details

• Emergency Housecare Ireland

• Website: www.emergencyhousecare.ie

• Email: contact@emergencyhousecare.ie

• Telephone: 0818 002 500

• Registered Office: Emergency Housecare Limited, 20 Harcourt Street, Dublin 2, D02 H364, Republic of Ireland

• Company Registration Number (CRO): 793297

• VAT Number: TBC

• Business Hours: Office open 24 hours 365 a year

• Emergency Assistance: Available in accordance with Membership terms and operational availability.