1. Guarantee terms

1.1. In the rare event that a kitchenlink installer does not meet the standards expected then we will help towards making it right, as standard we offer a 12 month guarantee on workmanship that is free, there are no excess or hidden charges and may cover you in the event of sub-standard work. You can have peace of mind knowing the installation is covered up to a maximum value of £1,000 – This guarantee is not intended to cover all losses or costs incurred by you.

2. Eligibility summary

2.1. Contact a kitchenlink installer

2.2. Keep records of documents and correspondence with your installer e.g. emails, texts, proof of payments, invoices, photographs of work etc.

2.3. In the event that the work is not up to standard, we advise that you reach out to the installer in the first instance to make them aware of your concerns and give them the opportunity to remedy the situation. If this doesn’t resolve your issue, fill in our claim form. We will then assess your claim and notify you of the outcome of our investigation within 21 working days.

3. Eligibility criteria

3.1. This guarantee is in addition to your statutory right to receive a service that is provided with reasonable skill and care.

For further information and details, including in relation to eligibility requirements and exclusions to the guarantee, please see our terms and conditions below in full.

A Claim under the kitchenlink guarantee is not a substitute for any legal or insurance action that you may wish to take. Please check with your insurers and under any manufacturer or product warranties before claiming to ensure any potential pay out under this guarantee does not prejudice your ability to bring a claim under your insurance.

4. Terms and Conditions

4.1. The following terms and conditions (these “Terms and Conditions” or “T&C’s”) apply to all customers who wish to make a Claim against kitchenlink’s discretionary guarantee as set out below (the “kitchenlink Guarantee“).

For the purposes of these Terms and Conditions, “we”, “us” or “our” means kitchenlink. The words “you” or “your” means you, as a customer of kitchenlink’s installer.

By submitting a Claim (as defined below), you agree to be bound by these Terms and Conditions. Promotional materials relating to the kitchenlink Guarantee also form part of these Terms and Conditions. The kitchenlink Guarantee is implemented by kitchen, a company registered in England and Wales under company number 14649128 and with our registered office at Oakdene Farm, Whinwhistle Road, Romsey, Hampshire, England, SO51 6BH.

5. What does the kitchenlink guarantee cover?

5.1. The kitchen Guarantee covers Claims where Sub-Standard Work has been undertaken by a installer as long as Evidence is produced, the Eligibility Criteria is met, and no Exclusions apply.

5.2. The Maximum Amount per Claim under the kitchenlink Guarantee is £1,000. The kitchenlink Guarantee is not intended to cover all losses or costs that may be incurred by you in relation to a Claim.

6. For the purposes of the kitchenlink Guarantee the following terms shall have the following meanings:

6.1. “Chargeback” a payment transaction that is successfully charged back at the request of a customer or the card issuer resulting in the cancellation of a transaction and returning of funds previously paid;

6.2. “Claim” a claim made under the kitchenlink Guarantee having followed the Claim Procedure up to the Maximum Amount;

6.3. “Claim Procedure” as described in Section 5 (How to make a Claim);

6.4. “Eligibility Criteria” as described in Section 3. (Eligibility for the kitchenlink Guarantee) and where applicable;

6.5. “Evidence” shall have the meaning set out in Section 5 below (How to make a Claim);

6.6 “Exclusions” as described in Section 7 below (Exclusions & General Terms);

6.7. “Household” one person living alone; or a group of people (not necessarily related) living at the same postal address who share cooking facilities and share a living room, sitting room or dining area;

6.8. “Maximum Amount” the maximum amount of the kitchenlink Guarantee per Claim is £1,000;

6.9. “Receipt” the receipt the customer receives by email relating to the payment they made to the installer;

6.10. “Sub-Standard Work” the work that has either commenced or has been completed by the installer which is found to be sub-standard according to relevant standard industry practice determined by using an independent third-party surveyor, where required; and

6.11. “installer” means any installer who, at the time of first contact by the customer, has passed our vetting checks and is an “Approved Member” of kitchenlink.

7. Eligibility for the kitchenlink guarantee

In order for a Claim to be considered by Us, the following Eligibility Criteria must be met and none of the exclusions in Section 7 must apply:

  • 7.1. your Claim must directly relate to Sub-Standard Work carried out by a installer. As set out below at Section 7 (Exclusions & General Terms);
  • 7.2. your initial contact for the work with the installer must have been through the kitchenlink platform or directory using our “message” option, “request a quote” option;
    • your Claim must be made within 12 months of the Sub-Standard Work being undertaken;
    • you must provide us with the Evidence set out in Section 5 below (How to make a Claim) which adequately demonstrates the Sub-Standard Work, alongside details of your Claim; and
    • a maximum of one Claim, per Household per 12 months can be made under the kitchenlink Guarantee. A full 12 months must have passed since any previous Claim has either been paid out to your Household or has been rejected by us.

8. How to make a claim

8.1. Submit your Claim by completing the claim form here

Before starting your Claim, please:

  1. check that
    1. you meet the Eligibility Criteria, and
    2. the Claim does not fall under one of the exclusions set out below in Section 7 (Exclusions & General Terms); and
  2. make sure you have the Evidence to hand to support your Claim:
    1. estimates/invoices that clearly show the installer details, for example, the company they are trading under;
    2. proof of when the Sub-Standard Work commenced;
    3. proof of any payments made to date or a Receipt;
    4. proof of address for where the Sub-Standard Work was carried out;
    5. date stamped photographs clearly showing the Sub-Standard Work; and
    6. any records of correspondence with the installer, emails, texts, phone logs and letters, logs of any phone calls or logs of any face-to-face conversations you have had with the installer.

Once you have checked the above, complete the Claim online and provide all information that you have available. Our team will:

  • validate whether the work is eligible to be considered for the kitchenlink Guarantee to apply;
  • contact you directly to request further information, if required; and
  • use your Evidence to investigate your Claim and, if we determine it to be appropriate, use an independent third-party surveyor to visit your property and review the workmanship of the kitchenlink.

Please note it is not possible to make a Claim anonymously. All personal details and/or information given in relation to the Claim, or otherwise, must be truthful, accurate and in no way misleading.

9. Decision of claim and payment

9.1. Once the Claim has been fully assessed, we shall notify you of our decision within 2 working days from the date we have completed our assessment.

9.2. Any refund or compensation offered by a installer and accepted by you will be taken into consideration in our assessment of any payment to be made in relation to a Claim made under the installer Guarantee.

9.3. Our decision relating to payment shall be final and any payment made will be at our sole discretion.

9.4. The amount to be paid for any Claim to you shall be calculated having considered:

  • the cost to rectify the work;
  • any refund(s), reimbursements or offers of compensation made and accepted – including any Chargeback;
  • the amount already paid to the installer and any outstanding balances still due or payments withheld;
  • the Evidence provided; and
  • where applicable, any recommendation made by our independent third-party surveyors,
    up to the Maximum Amount.

9.5. Payment will be made to the individual who made the Claim. You will be paid by BACS to an account nominated by you and in your name, within 14 days following confirmation by use that the Claim has been approved.

10. Exclusions & general terms

10.1. Please note that the following circumstances are not covered under the kitchenlink Guarantee:

  • where the Sub-Standard Work has been provided by someone other than the installer. For example, a third party fraudulently impersonating a installer;
  • where a Chargeback has been commenced prior to engagement of the installer Guarantee process or is begun during the course of the Claim; where the installer fails to complete the work due to the installer going into liquidation, insolvency, administration, or becoming bankrupt;
  • where there is damage done to property at a different place from the location of the agreed works. For example, the installer scrapes an external wall with their vehicle or damages a carpet on the way down from carrying out the agreed works upstairs; where the Sub-Standard Work has been sufficiently rectified by the installer, or where costs have been sufficiently reimbursed by the installer or the installer’s guarantee or insurance;
  • where the Sub-Standard Work has been sufficiently rectified by you or another installer and we are, therefore, no longer able to assess the Sub-Standard Work at the time of your Claim assessment; and / or
  • where the installer absconds or goes out of business before the work commences, even where a deposit has been paid in advance.

10.2. Please also note that Claims in respect of the following are not covered under the Guarantee:

  • any amount paid for VAT on the work;
  • any losses or damages arising out of:
    • interruption of business, loss of market, loss of income, earnings and/or loss of use (i.e. losses that occur as a consequence of the Sub-Standard Work);
    • theft by the installer or occurring subsequently as a result of the Sub-Standard Work;
    • damage suffered by any third party; the acts or omissions of you or any third party;
    • the negligence or misconduct of any third party; any losses already covered under a manufacturer or a product warranty;
    • pre-existing damages or conditions of the item or property subject to the Sub-Standard Work, or otherwise;
  • any materials involved in the work;
  • trip/travel charges of any installer;
  • diagnostic fees to assess the damage;
  • responsiveness of the business, or cancellations;
  • items supplied by you or due to your recommendations (e.g. you want to use a certain type of paint, fixture or fitting, and the Tradesperson recommends against it, but you require them to proceed anyway);
  • ordinary wear and tear; and
  • sentimental and/or undocumented intangible value.

10.3. If you have breached these Terms and Conditions and, in our reasonable opinion, the breach is material we may exclude you from participating in the kitchenlink Guarantee

10.4. The kitchenlink Guarantee is free and provided to you solely at our discretion. It is not, nor is it ever intended; to be an insurance product or warranty and we do not accept any responsibility for any liability, damage or loss (economic or otherwise) which you may incur, or which may arise directly or indirectly from the kitchenlink Guarantee. To the fullest extent permitted by English law, we exclude and disclaim any and all liability for any direct, indirect or consequential loss or damage arising out of, or in connection with its use.

10.5. We may amend, change or alter these Terms and Conditions at any time.

10.6. We may terminate or withdraw the kitchenlink Guarantee at any time for any reason.

10.7. These Terms and Conditions shall be governed by English law, and the parties submit to the exclusive jurisdiction of the courts of England and Wales.

11. Personal data

11.1 To submit a Claim through the kitchenlink Guarantee, personal data will be collected for the purpose of assessing and investigating the Claim. The following personal data might be collected, retained and processed for the purpose of establishing the eligibility of a Claim:

  • full name,
  • contact information,
  • proof of address,
  • estimates or invoices relating to the work,
  • proof of payment,
  • photographs and video recordings, and
  • records of correspondence or communications with the installer.

11.2. In some instances, we will share personal data provided for the purpose of instructing third party surveyors to carry out an assessment. The data will be shared via a secure transfer method and will only be retained by the service providers for the purpose of providing this service.

11.3. kitchenlink will retain the provided personal data in line with our customer retention policy. Detailed information on the processing of personal data can be found in our privacy notice. By submitting a Claim, you acknowledge that your information may be used by us and applicable third parties to investigate and administer the kitchenlink Guarantee. If you make a claim, we may contact you by email, post, phone, SMS or other means in relation to the kitchenlink Guarantee but we will not send you any marketing communication unless you have agreed to this or we have another lawful basis for the communication.