European Property Club
Membership Rules and Regulations
This is an important document. Please keep it in a safe place.
Thank You for joining the European Property Club. As a valued member You will receive access to a wide range of services. The type of membership purchased provides various levels of service provision. Our Gold and Platinum levels include Home Emergency Assistance on a 24 hour basis, supplied and paid for under a guarantee, arranged by Us and provided by UK Underwriting Limited.
Contents
Section One
- Definitions
- Types of membership
- Payments
- Geographical coverage
Section Two
- Home Emergency Assistance Guarantee
Section Three
- Non Emergency Service
Section Four
- Legal Helpline
Section Five
- How to Contact Us
Section Six
- General requirements and conditions
- Exclusions
- Complaints
- Cancellation
- Personal information policy
- Fair Use policy
Section One
- Definitions
The following words shall have the meanings given below wherever they appear.
Administrator means European Property Club Tel: +44 1304 501111
Assistance means the reasonable efforts made by the Contractor during a visit to the Property to affect at least a temporary or Emergency repair and / or limit or prevent damage or discomfort or if at similar cost to a temporary or Emergency repair to complete a permanent repair in respect of the events covered by this guarantee
Commencement Date means the start of the period of cover as shown on Your Confirmation Letter
Contractor means a qualified person approved and instructed by the Helpline to undertake Emergency work
Confirmation Letter means the document sent to You setting out the details of the type of membership and the cover provided
Emergency means an unforeseen event which if not dealt with quickly would, in Our reasonable opinion:
(i) render the Property unsafe or insecure; or
(ii) damage or cause further damage to the Property; or
(iii) cause personal risk to You
Helpline means The European Property Club Assistance Centre in Galway, Ireland
Period of Cover means the term shown on the Confirmation Letter
Membership Fee means the sum payable by You for membership
Primary Heating System means the principal central heating and hot water systems in the Property including but not limited to boiler or warm air unit, programmer, room thermostat, pumps, hot water cylinder and radiators, but excluding any form of solar heating system, external heat pump and non-domestic central boiler or source thereof
Property means the building Used for domestic Use with a maximum of seven bedrooms, situated in the United Kingdom, France and Ireland registered under Your membership
Unoccupied means that the Property is not occupied in any capacity for a period in excess of 120 days
We, Us, Our means European Property Club
You, Your, means the European Property Club member stated on the Confirmation Letter
- Types of membership
We have several levels of membership. Each is distinct and has different levels of benefit. You should familiarize Yourself with the specific level You have selected.
The types include: Green, Gold and Platinum.
The benefit included within each is indicted within the table below:
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Regular Magazine Subscription |
Yes |
Yes |
Yes |
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Access to member discount program |
Yes |
Yes |
Yes |
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Access to Legal Helpline |
No |
Yes |
Yes |
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Access to Emergency services |
No |
Yes |
Yes |
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Access to Emergency services |
No |
Yes |
Yes |
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Access to Emergency services |
No |
No |
Yes |
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Access to Emergency services |
No |
No |
Yes |
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Access to Emergency services Roofers |
No |
No |
Yes |
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Access to Emergency Services Heating Engineers |
No |
No |
Yes |
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Access to range of trade services |
No |
Yes |
Yes |
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One Nights’ Accommodation Cover |
No |
No |
Yes |
In addition, You may select double or triple which increases the number of properties You have registered under Your membership from one, to two and three respectively.
If any of Your properties are let out for financial or commercial gain or reward, You must select Our commercial option and pay the appropriate monthly fee. We reserve the right to refuse Assistance or service or pay for any claim, in circumstances where a membership has been taken out, but in the reasonable opinion of Us or the Contractor, it is considered that the Property is commercial for the purposes of Our Rules and Regulations of membership.
Payments
Payment for membership can be made by a range of credit and debit cards.
We accept payment in GBP or Euros.
Initial payment will include Your first month’s Membership Fee along with an administration joining fee.
Subsequent months will be charged to the same credit or debit card number, Using the details You provide. Continued membership is only provided when You pay the appropriate fee each month. It is a requirement that the payment card You provide accepts recurring payments, as membership is for a minimum of twelve months.
Non payment, for whatever reason, could invalidate Your membership and entitlement to services and benefits.
We reserve the right to increase Membership Fees at any time. If We need to do this We will notify You by e mail giving at least 30 days notice and advising of the revised Membership Fee. Failure by You to increase Your monthly Membership Fee accordingly could invalidate Your membership and entitlements to services and benefits.
Geographical coverage
We continue to expand Our geographical coverage which includes United Kingdom, Ireland and France.
Whilst We endeavour to provide National coverage, throughout these Countries, there will be occasions where this is not possible in certain remote areas. Where We are aware that this is the case, We will contact You and advise the specific service limitations. We reserve the right to decline membership and offer a full refund in such circumstances.
Section Two
Home Emergency Assistance guarantee
The Cover
Where We hold Your details as a currently paid up subscribing member of the European Property Club You shall be entitled to receive the benefits as detailed below subject to the conditions and exclusions set out in this guarantee.
1. The Cover
We will cover You up to the Limit of Liability as detailed in paragraph 4 below in respect of the provision of Emergency Assistance where one or more of the following events have occurred during the period of cover:
Gold Cover
Where Gold cover has been selected the cover provided will include:
(i) Lost Keys - The loss of the only available key to the Property such that You are unable to replace it or them or gain access to the Property.
(ii) Security and Glazing - The sudden or unexpected failure of, or damage caused to external locks, doors or windows which has rendered the Property insecure.
Platinum Cover
Where Platinum cover has been selected the cover provided will be extended to include:
(iii) Internal Plumbing and Drainage - An Emergency arising from the sudden and unexpected failure of or damage to the plumbing or drainage system of the Property that has caused or is likely to cause flooding or indoor water damage to the Property.
(iv) Electricity Supply - An Emergency arising from the sudden, unexpected and complete failure or breakdown of the electricity supply system to any storey of the Property provided it is single-phase electrical wiring.
(v) Primary Heating System - An Emergency arising from the sudden and unexpected total breakdown of the Primary Heating System of the Property.
(vi) Roofing - Damage to the roof causing water to leak into the Property and causing damage.
(vii) Overnight accommodation -Where the Property is declared unsafe, insecure or presents a health risk to the You or Your family members residing with You at the Property due to an Emergency We will provide up to £40 / €40 per person per night up to a maximum of £200/€200 depending on the country in which the Property is located as a contribution to alternative overnight accommodation.
2. What is not covered
There are Conditions and Exclusions set out herein, which limit Your cover. Please read them carefully to ensure You understand the benefits provided under Your Home Emergency guarantee.
This guarantee is not a buildings and contents insurance policy
The first 14 days of membership; that is 14 calendar days, commencing from the date joining and receipt of membership fee by European Property Club.
3. Exclusions
1. The following are excluded from the Home Emergency guarantee:
(a) Any leaking or dripping tap that requires re-washering or replacing, external overflows or replacement of cylinders, tanks, radiators and sanitary ware.
(b) Temporarily frozen plumbing pipes which have not resulted in confirmed damage.
(c) Burst or leaking flexible hoses which can be isolated.
(d) More than one claim arising from the same cause.
(e) Replacement of light bulbs and fuses in plugs.
(f) Damage to boundary walls, hedges, fences or gates.
(g) Breakdown or loss of or damage to appliances (including showers, saniflow toilet systems and other mechanical equipment).
(h) Electricity supply to, or failure of burglar/fire alarm systems, CCTV surveillance.
(i) Swimming pools, spa baths, saunas or decorative features including ponds, fountains and any associated pipes, valves, pumps, electrics, plumbing and heating.
(j) Septic tanks, fuel tanks or cesspits and their associated pipe work.
(k) Air conditioning or air-cooling systems and units.
(l) Incidents related to external guttering, rainwater down pipes, rainwater drains and soak aways.
(m) Gas supply pipes that are greater than 32mm in diameter.
(n) Three phase electrics.
(o) Costs in excess of the limit of liability
(p) Where an Emergency tradesman, whether or not attending on behalf of Us, has attended the Property three times in any 12 month rolling period.
2. We will not be liable for any of the following:
(a) Consequential loss of any kind.
(b) Loss or damage arising from circumstances known to You prior to the commencement of Your membership but not declared by You.
(c) Shared drainage facilities (sewers) except within the boundary of the Property where Our liability is limited to Your share (rateable proportion) of the costs.
(e) Drain clearance where You have previously been advised of the need to install access points (e.g. rodding eye, inspection chambers etc.) at Your cost.
(f) The cost of replacement parts due to natural Wear and tear.
(g) Costs incurred where You have been advised of the need to carry out permanent maintenance and / or repair work.
(h) Any repair which is too difficult to access safely e.g. where asbestos is present.
(i) Loss or damage arising from disconnection or interruption of mains services by the deliberate act of the Utility Company concerned or any equipment or services which are the responsibility or Property of the Utility Company.
(j) Any cost relating to any attempted repair by You or Your own Contractor.
(k) Any defect, damage or failure caused by malicious or wilful action, negligence, misuse, third party interference or faulty workmanship, including any attempted repair or modification which does not comply with recognised industry standards.
(l) Any fixtures including lead piping and electrical wiring where replacement is only necessary as a result of legislation or health and safety guidelines, or to meet current best practice.
(m) Systems which have not been installed, serviced or maintained in accordance with established practice or manufacturer’s instructions or by a suitably qualified and registered Contractor.
(n) Any Emergency in the Property if it has been Unoccupied for more than 120 consecutive days.
(o) Any loss arising from subsidence caused by settling down of new structures, demolition or structural repairs or alterations to the Property, faulty workmanship or the Use of defective materials, or river or coastal erosion or flooding by natural causes.
(p) Any loss or damage arising as a consequence of:
i) War, invasion, act of foreign enemies, terrorism, hostilities (whether war is declared or not), civil war, rebellion, revolution, insurrection, coup, riot or civil disturbance;
ii) Ionising radiation or contamination by radioactivity from any nuclear fuel or from any nuclear waste from combustion of nuclear fuel, the radioactive toxic explosive or other hazardous properties of any explosive nuclear assembly or its nuclear component.
(q) Any loss, injury, damage or legal liability arising directly or indirectly from, or consisting of the following: the failure or inability of any equipment to correctly recognise or interpret data representing any date, in such a way that it does not work properly or at all.
(r) Any costs above the Limits of Liability. You are responsible for agreeing and settling these costs directly with the Contractor.
(s) Events where upon attendance, it becomes clear that the call out is not an Emergency, in which case We reserve the right to re charge You any call out charge rendered by the tradesperson to Us.
4. Limit of Liability
The amount We will pay in respect of: any one claim shall not exceed: for Assistance - the cost of call out charges, labour including VAT and parts and materials including VAT, up to a maximum of £300 in the UK and €300 in France and Ireland per Emergency repair to a maximum of three Emergency repairs at the Property in any twelve month rolling period.
5. Arranging Assistance
Major Emergencies which could result in serious injury to people or damage to property should be immediately advised to the public Emergency services and / or the relevant utility supply Company. Gas leaks must be immediately notified to TRANSCO if in the United Kingdom or similar provider on other Countries. We will not be liable, in any circumstances, where You fail to contact them.
If You experience an Emergency at Your Property please telephone the Emergency Helpline number below. We will then:
1. Advise You how to protect Yourself and the Property immediately.
2. Organise and pay up to the limit of liability including VAT, to carry out an Emergency repair, or if at a similar expense a permanent repair.
HELPLINE (available on joining)
The Helpline will arrange a suitable contractor to attend in as short as time as possible provided that, and not hindered by adverse weather conditions, industrial disputes (official or otherwise), failure of a public transport system, including the road and rail networks thereto and any other circumstances preventing access to the property or otherwise making the provision of assistance impossible. The Helpline and the contractor will have reasonable discretion as to how and when work is undertaken.
The contractor will charge all costs covered under the guarantee to Us.
You will be asked to pay the cost of:
o Call out charges if there is no-one at the property when the contractor arrives
o All work in excess of the limit of liability
o Fitting replacement parts or components of a superior specification to the original at Your or Your representative’s request.
6. False or fraudulent claims
You must not act in a fraudulent manner, if You or anyone acting for You:
o Makes a claim under their membership knowing the claim to be false or fraudulently exaggerated in any respect; or
o Make a statement in support of a claim knowing the statement to be false in any respect; or
o Submit a document in support of a claim knowing the document to be forged or false in any respect; or
o Makes a claim in respect of any loss or damage caused by Your wilful act or omission or with Your knowledge and connivance
Then We
o shall not pay the claim relating to the Emergency
o shall not pay any other claim relating to the membership which has been or may be otherwise made under the guarantee
o may at Our option declare the membership void
o shall be entitled to recover from You the amount of any claim already paid by Us in relation to the Property and or guarantee
o shall not make any return of Membership Fee
o may inform the police or other relevant authority of the circumstances
You will Use reasonable endeavours to procure that any documentation provided in support of a claim is accurate and true
7. General conditions
(i) The rights given under this guarantee cannot be transferred to anyone else.
(ii) In the event that You move from the Property, You can transfer cover under Your membership to Your new Property, provided You give written details of the new Property within 30 days of the change of Property address.
(iii) Availability of parts is an important part of the service. However, there may be times when replacement parts are delayed because of circumstances beyond Our control. In these cases We will not be able to avoid delays in repair. We are not responsible for any loss, damage or inconvenience resulting from the delay in the provision of parts or components by manufacturers or approved suppliers.
Section Three
- Non Emergency Service
We have arranged a facility where You can request contact be made on Your behalf, with a wide range of tradesmen and professional services.
The specific range of trades and services will differ from location to location and is dependent upon the availability of local services. All services are sourced from the local area. The services will Usually include the provision of the following:
Glazier, Locksmith, Plumber, Electrician, Builder, Carpenter, Decorators and Roofers. Other services may be available on request.
You are responsible for all costs associated directly and indirectly with Our Non Emergency service.
Exclusions
The costs of any call out and labour charges for Our Non Emergency services.
Section Four
- Legal Helpline
We have arranged to provide these services 24 hours a day, seven days a week during the period of membership. All Helplines are based in the United Kingdom of Great Britain and Northern Ireland unless otherwise stated.
To help Us check and improve Our service standards, We record all calls.
When phoning, please quote Your European Property Club membership number and quote: “European Property Club”.
Please do not phone Us to report a general insurance claim.
To Use this service call (available on joining)
EuroLaw legal advice service
We will give an insured person confidential legal advice over the phone on any personal legal problem, under the laws of the member countries of the European Union, the Isle of Man, the Channel Islands, Switzerland and Norway.
Section Five
- How to Contact Us: www.europeanpropertyclub.com
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Member Contact Centre Sales and membership administration United Kingdom |
Member Contact Centre Sales and membership administration Ireland |
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European Property Club Channel View Road Dover Kent CT17 9TP |
European Property Club 3 Abbeydale Gardens The Oaks Lucan Co. Dublin |
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Tel: 00 44 (0) 1304 501111 |
Tel: 00 353 (0) 1 610 0600 |
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Fax: 00 44 (0) 1304 214 920 |
Fax: 00 353 (0) 1 610 0204 |
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E mail: This e-mail address is being protected from spambots. You need JavaScript enabled to view it |
E mail: This e-mail address is being protected from spambots. You need JavaScript enabled to view it |
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Legal Helpline Tel: (available on joining) |
Legal Helpline Tel: (available on joining) |
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Emergency Helpline: Assistance 24 Hours a day / 365 days a year |
Emergency Helpline: Assistance 24 Hours a day / 365 days a year |
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(available on joining) |
(available on joining) |
Section Six
- General requirements and conditions
Membership is a contract between You and Us. We agree to provide the services set out in Our Rules and Regulations, which occur during the period of membership and for which payment of the appropriate Membership Fee has been made and subject to the applicable terms and conditions of membership.
If You or Your representative telephones for service or Assistance, You are required to ensure a responsible person is available to meet the tradesperson on arrival and are responsible for the overseeing such tradesperson whilst any necessary works are carried out.
In order to provide some services it will be necessary for You to provide Us or Our service or Assistance centres with Your credit or debit card details. If this is necessary We may advise that payment is required before any service is provided. This will be particularly necessary for the provision of trades people urgently required for incidents which are not covered under the terms of Our guarantee of home Emergency Assistance.
The tradespersons who deliver the actual service are arranged by Us on Your behalf and will be paid under the terms and limits of Our guarantee. Whilst We take all reasonable steps to ensure they are competent and have sufficient and appropriate liability insurance, they are not agents of European Property Club and We cannot be held liable for any wrongful acts or omissions of any trades person, howsoever caused.
You are responsible for authorising any work or Emergency repairs, as Well as ensuring that all work is completed to Your satisfaction.
These Rules and Regulations are correct at time of print and are subject to change without notice. The current version can be found on Our Web site: www.europeanpropertyclub.com within the member’s area. It is the current version at the time of making a claim or other enquiry which will apply in all cases irrespective of the Commencement Date of Your membership.
Membership of European Property Club is governed exclusively by English law and any legal disputes in connection with this policy will be heard by courts in England and Wales only.
- Exclusions
You must contact Our Helpline in order to arrange any home Emergency Assistance or to access trades people. Work commenced prior to contacting Our Helpline is not covered.
Loss caused by any delay, whether the benefit or service is provided by Us or someone else. In addition, We will not be responsible for any unforeseen losses nor for any indirect losses, losses of profit, loss of revenue or anticipated savings, loss of contracts or any business losses whatsoever or howsoever arising.
Any claim caused directly or indirectly by the effect of intoxicating liquors or drugs.
European Property Club will not reimburse the cost of telephone calls You make in connection with the provision of any of Our Assistance or services.
You are reminded that International call charges may be incurred to access Our Emergency centres and Helplines.
Your initial call will be directed to Our Helpline and Emergency Assistance centre in Galway, Ireland. The centre is open 24 hours a day, 365 days a year with access via both Irish and UK telephone numbers.
We do not guarantee the provision of any of the benefits under Your membership, if there is any circumstance beyond Our reasonable control or the reasonable control of one of Our Assistance or service providers which prevents Us providing any service in a reasonable time or at all.
- Complaints and Our promise of service
It is Our intention to give You the best possible service and We Welcome feedback as to how We may improve the service to Our members in the future. If You have any questions or concerns about membership, the cover provided or the handling of a claim You should in the first instance contact the Managing Director, European Property Club. The contact details are:
The Managing Director, European Property Club, Channel View road,
Dover, Kent. CT17 9TP United Kingdom
Tel: + 44 1304 501111
Fax: +44 1304 214 920
Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it
Please ensure Your membership number is quoted in all correspondence to assist a quick and efficient response.
The above complaints procedure is in addition to Yourstatutory rights as a consumer. For further information about Yourstatutory rights contact Your local authority Trading Standards Service or Citizens Advice Bureau.
- Cancellation
You may cancel Your membership by writing to Us at European Property Club, Membership Administration Department, Channel View Road, Dover, Kent. CT17 9TP
If You cancel Your membership, within 14 days of purchase, We will provide a full refund, provided You have not Used any of Our services.
Refunds can only be made to the credit or debit card Used for the initial purchase of membership.
Membership is for a minimum period of twelve months. If You cancel Your membership after this initial compulsory period, Your membership will cease from the month ending after the date of Your last payment, and We will not meet any claim made by You during that period.
We may cancel Your membership if: We give You reasonable notice or You fail to make Your regular monthly payment. We may cancel Your membership immediately and without refund if You have provided Us with any false or misleading information, You or Your representatives behave in a threatening or abusive manner towards any person providing any service in connection with or associated to Your membership; or where We feel the provision of any such service will cause danger or health and safety issues for Us or any of Our service providers.
- Personal information policy
European Property Club has developed a privacy policy. We understand that the privacy and security of Your personal information is important.
The policy explains what personal information We will collect from You and how it will be Used. If You do not agree with this privacy policy please do not apply for membership.
We have a privacy policy available for Your inspection on Our Web site. You are deemed to have read, understood and accepted this policy as a condition of Our acceptance of You as a member of European Property Club.
- Fair Use policy
We have a “fair Use” policy in place. This means that You are entitled to a maximum of three call outs for Our Home Emergency Assistance service in any rolling twelve month period.
There is no restriction in the number of times You can request any services provided under the non Emergency service.
The objective of this policy is to ensure that membership is available in a fair manner to all members.
Version 1.33
October 2009
These Rules and Regulations are available in large print on request.