Svalcon Care terms of service

[SUBJECT TO LEGAL REVIEW — D38] Working draft of the electrician care subscription terms. Before sales start it must be reviewed for compliance with the Polish Consumer Rights Act (pre-contract information, right of withdrawal, request to start the service before the withdrawal period ends), the rules on electronically supplied services, recurring payments and unfair contract terms. Values marked [TO BE CONFIRMED] are set by the owner (decisions D27–D37).

1. General provisions

1. The Svalcon Care service is provided by [COMPANY NAME] sp. z o.o., registered office in Warsaw, [ADDRESS], KRS [KRS], Polish tax ID (NIP) [NIP] (the “Provider”).
2. Definitions: Subscriber — the person who concluded the contract; Home — the house or flat named at purchase; Helpline — the phone line with an electrician available around the clock; Call-out — an electrician’s visit to the Home and work on site; Service area — the area in which the Provider guarantees the arrival time; Billing period — a month counted from the day the service starts.
3. These terms are available at /care-terms before the contract is concluded; the Subscriber receives their content and the key conditions by email after the contract is concluded (durable medium).
4. The service is provided in Poland only. Prices are in Polish złoty (PLN) and include Polish VAT. The contract is governed by Polish law.

2. Scope of the service

1. The subscription gives the Subscriber:
   1. access to the Helpline 24 hours a day, 7 days a week: an electrician’s advice, remote diagnosis (e.g. which protective device tripped, how to restore power safely, whether an appliance or the installation is at fault) and an assessment of whether a Call-out is needed;
   2. a guaranteed electrician arrival at the Home in the Service area within 10 hours [TO BE CONFIRMED — D27] of a report requesting a call-out (section 6).
2. Call-outs are charged extra according to the call-out price list published on the service page (daytime call-out, call-out at night / at the weekend / on a public holiday, labour, parts as used). The Subscriber knows the price before confirming the visit.
3. The service covers the electrical installation in the Home: the consumer unit, protective devices, wiring, sockets, switches and light fittings.
4. The service does not cover household appliances and electronics, the distribution network operator’s connection and metering, gas, water, alarm and solar PV installations outside the consumer unit, alterations and extensions of the installation (quoted separately), or the consequences of network operator outages.

3. Conclusion of the contract and Service area

1. Before purchase the Subscriber checks the postcode of the Home. The arrival time guarantee applies only in the Service area [TO BE CONFIRMED — D28].
2. For a Home outside the Service area the Provider either does not conclude the contract or concludes it without an arrival time guarantee — as shown before purchase.
3. The contract is concluded when the order is placed with the “Order and pay” button (an order with an obligation to pay) and is open-ended.

4. Price, recurring payments and renewal

1. The subscription price is PLN 20 per month incl. VAT [TO BE CONFIRMED — D27], paid in advance for each Billing period.
2. The Subscriber makes the first payment at purchase and at the same time saves a payment method (card or BLIK with recurring payments) with the payment operator. The contract renews automatically every month — the Provider charges the saved payment method on the first day of the next Billing period. The Subscriber receives an email confirming each payment and the date of the next one.
3. Offers (e.g. the first months free of charge for buyers of a Svalcon consumer unit) are described on the offer page; after the offer period the price in point 1 applies. 7 days [TO BE CONFIRMED — D32] before the first paid charge the Provider sends a reminder.
4. The Provider announces a price change by email at least 30 days in advance; a Subscriber who does not accept it may cancel at no cost before it takes effect.
5. VAT invoices are issued for every payment and sent by email [TO BE CONFIRMED — D3].

5. Waiting period

1. The Helpline is available from the start of the service. The arrival time guarantee applies 14 days [TO BE CONFIRMED — D29] after the contract is concluded (waiting period).
2. During the waiting period the Provider comes out on a report without a guaranteed time, according to the call-out price list.
3. Subscribers who activated the service under the offer for buyers of a Svalcon consumer unit have no waiting period.

6. Reports and guaranteed arrival time

1. Faults are reported on the Helpline or with the form in “My orders”. A report gets a number and an email confirmation.
2. The arrival time runs from a report requesting a call-out and accepting the call-out price list until the electrician arrives at the Home, in clock hours, including nights, weekends and public holidays [TO BE CONFIRMED — D30].
3. The guarantee does not apply during the waiting period, while the service is suspended (section 8), for a Home outside the Service area, if there is no access to the Home or no contact with the Subscriber on the phone number given, if the address is incorrect, or in cases of force majeure (e.g. storms, widespread network outages, traffic restrictions imposed by the authorities).
4. If the Provider misses the arrival time, the Subscriber receives compensation: a free call-out [TO BE CONFIRMED — D30: alternatively a free month of the subscription], applied automatically in the call-out charges.
5. If there is a danger to life or health (smoke, fire, electric shock), the Subscriber switches off the main switch and calls the emergency number 112. The Helpline does not replace the emergency services.

7. Call-outs

1. After a Call-out the Subscriber receives by email a report (work done, recommendations, any hazards found) and the charges: call-out, labour (billed in 30-minute steps, minimum 1 hour per visit [TO BE CONFIRMED — D31]), parts as used.
2. Call-out charges are payable within 7 days using the payment link in the email or in “My orders”.
3. Electricians carrying out Call-outs hold the Polish SEP qualification for operating electrical equipment [TO BE CONFIRMED — D36].

8. Failed payment, suspension and expiry

1. If charging the payment method fails, the Provider retries after 1, 3 and 5 days and sends an email with a payment link. The service continues.
2. After 7 days [TO BE CONFIRMED — D34] of arrears the Provider suspends the service (Helpline and call-outs) until payment. Payment restores the service immediately.
3. After 30 days [TO BE CONFIRMED — D34] of arrears the contract expires.

9. Fair use of the Helpline

1. The Helpline is for matters relating to the electrical installation in the Home.
2. In case of gross misuse of the Helpline (e.g. more than 8 calls a month [TO BE CONFIRMED — D35] on matters unrelated to the installation in the Home) the Provider may, after an email warning, limit advice to fault reports.

10. Cancellation

1. The Subscriber may cancel the contract at any time in “My orders” (the “Cancel the subscription” button) or by email. Cancellation takes effect at the end of the paid Billing period, at no extra cost.
2. Until the end of that period the Subscriber may undo the cancellation.
3. The Provider may terminate the contract with one month’s notice for important reasons (e.g. ending the service in a given Service area).

11. Right of withdrawal

1. A consumer may withdraw from the contract within 14 days of its conclusion without giving a reason — with the “Withdraw from the contract” button in “My orders” or a statement sent by email (e.g. using the model form in annex 2 to the Polish Consumer Rights Act).
2. Without the consumer’s express request the service starts after the withdrawal period ends. If the consumer requests that the service starts earlier (a separate box at purchase) and then withdraws, they pay for the service provided until withdrawal — in proportion to the number of days (article 35 of the Polish Consumer Rights Act).
3. Payments are refunded within 14 days of withdrawal, to the same payment method. Charges for Call-outs carried out at the consumer’s request are not refunded.

12. Complaints

1. Complaints about the service can be sent by email or using the contact form. The Provider responds within 14 days.
2. Consumers may use out-of-court complaint and redress procedures (e.g. the municipal consumer ombudsman, the Trade Inspection).

13. Personal data

The Subscriber’s data (name, address of the Home, phone, email, history of reports and payments) is processed to perform the contract — see the privacy policy. The details of the electrician assigned to a report are shared with the Subscriber.

14. Final provisions

1. A business version of the service (service premises, several addresses) will be governed by separate terms [phase 2 — D37].
2. Matters not covered here are governed by Polish law, in particular the Civil Code and the Consumer Rights Act.