Premium Service Plan Terms
Last updated 12th June, 2025
This Service Plan Agreement (“Agreement”) is entered into between LUXEIA LTD, a company registered in England & Wales with its principal office at 41 Monteigne Drive, Durham, DH6 5QB, United Kingdom (“Company”), and the homeowner (“Client”) who accepts this Agreement electronically via OneFlow.
1. Definitions
1.1 Agreement: This Smart Home Service Plan Agreement, including any incorporated policies.
1.2 Client: The homeowner who subscribes to the Service Plan.
1.3 Company: LUXEIA LTD, the provider of the Smart Home Service Plan.
1.4 Service Plan: The subscription service costing £64.99 per month including features described below.
1.5 Annual Service: One on-site visit per year to the Client’s property, subject to the Company’s Fuel & Travel Policy Agreement.
1.6 Proactive System Health Monitoring: Automated system monitoring including alerts and proactive automated troubleshooting to detect and attempt to resolve issues remotely.
1.7 Remote Repairs: Software-based repairs and support performed remotely by the Company without requiring on-site attendance.
1.8 Worldwide Remote Access: Client’s ability to control and monitor their smart home remotely from any location globally, including integration with cloud-dependent voice assistants such as Alexa and Google Home.
1.9 Support Portal: Online platform providing access to self-help articles, support tickets, and client resources.
1.10 Direct Debit: Monthly payment method collected via Stripe only.
1.11 Business Hours: The Company's Business Hours are 9am till 6pm on Monday-Friday.
1.12 Callout: When a member of the Company is required to travel to the Client's property.
2. Scope of Services
2.1 The Service Plan includes:
2.1.1 One Annual Service visit, subject to the Fuel & Travel Policy Agreement;
2.1.2 Proactive System Health Monitoring with automated troubleshooting and alerting;
2.1.3 Free Phone and Email Support with response within 24 hours even outside of Business Hours;
2.1.4 A 20% discount on all labour;
2.1.5 Free Remote Repairs during Business Hours;
2.1.6 Worldwide Remote Access for Client use;
2.1.7 Access to the Support Portal.
2.1.8 Two free Callouts per year.
2.2 The Service Plan is exclusively available to residential homeowners. Commercial or non-residential automation solutions are excluded.
3. Term and Renewal
3.1 This Agreement shall commence on the date of the Client’s electronic acceptance via OneFlow and continue on a monthly rolling basis.
3.2 The Agreement will automatically renew each month on the same terms unless cancelled by the Client in writing in accordance with Clause 7.
3.3 No refunds shall be provided for any partial or unused service periods following cancellation.
4. Payment and Billing
4.1 The Service Plan fee is £64.99 per month, inclusive of VAT.
4.2 Payment shall be collected exclusively via direct debit through the Company’s authorized payment provider, Stripe.
4.3 By entering into this Agreement, the Client expressly consents to recurring monthly payments via direct debit.
4.4 In the event of a failed payment, the Company will attempt to retry. Failure to collect payment will result in immediate termination of this Agreement and cessation of all associated services.
5. Electronic Communications and Records
5.1 The Client consents to receive all notices, communications, invoices, and records electronically via email and the OneFlow platform.
5.2 Electronic signatures and records shall have the same legal effect as original documents.
5.3 The signed Agreement shall be securely stored and accessible to the Client through OneFlow and uploaded to the Client Portal.
5.4 Stripe shall securely handle and log all payment transactions.
6. Cancellation
6.1 The Client may cancel this Agreement at any time by providing written notice via email or letter.
6.2 Verbal cancellation requests shall not be accepted.
6.3 Cancellation shall take effect at the end of the current monthly billing period. No refunds shall be issued for payments already processed.
7. Warranty Disclaimer
7.1 The Services are provided “as is” and “as available,” without any express or implied warranties, including but not limited to warranties of merchantability, fitness for a particular purpose, or non-infringement.
7.2 The Company does not guarantee uninterrupted or error-free service.
8. Liability and Indemnity
8.1 The Company’s total liability under this Agreement shall be limited to the amount paid by the Client for the Service Plan in the 12 months preceding any claim.
8.2 The Client agrees to indemnify, defend, and hold harmless the Company, its officers, employees, and agents from any claims, losses, damages, liabilities, or expenses arising from:
8.2.1 Misuse, negligence, or unauthorised modifications by the Client or third parties;
8.2.2 Use of unauthorised third-party hardware, software, or integrations;
8.2.3 Breach of this Agreement.
9. Exclusions
9.1 This Agreement does not cover hardware replacement or issues arising from third-party devices outside the Company’s control.
9.2 Physical repairs or on-site visits beyond the Annual Service shall be separately quoted and invoiced.
10. Force Majeure
10.1 Neither party shall be liable for failure or delay in performance due to causes beyond its reasonable control, including but not limited to acts of God, natural disasters, pandemics, war, terrorism, strikes, governmental actions, or failures of suppliers or networks.
10.2 The affected party shall promptly notify the other party in writing of the force majeure event and its expected duration.
10.3 Both parties shall use reasonable efforts to mitigate the effects of such events and resume performance as soon as practicable.
11. Dispute Resolution
11.1 The parties shall attempt to resolve any disputes amicably through good faith negotiations within 30 days.
11.2 If unresolved, disputes shall be submitted to mediation by a neutral third party before any litigation or arbitration.
11.3 If mediation fails, either party may seek legal remedies in the courts of England and Wales.
12. Data Handling and Privacy
12.1 The Company shall handle Client data in accordance with applicable data protection laws and the Company’s Privacy Policy.
12.2 Client data collected for service provision, billing, and support will be processed lawfully, fairly, and transparently.
12.3 The Client consents to the collection, use, and storage of personal data necessary to deliver the Services.
13. Callouts
13.1 The Service Plan includes two (2) free Callouts per 12-month period.
13.2 A Callout includes travel to the Client’s property, with no limit on time spent resolving the issue. Travel time and travel costs are included.
13.3 Free Callouts do not carry over; any unused Callouts expire after 12 months.
13.4 Free Callouts do not cover:
13.4.1 Issues caused by user damage or neglect;
13.4.2 Problems arising from third-party devices not supplied or installed by the Company;
13.4.3 Situations outside the Company’s reasonable control.
13.2 Additional Callouts beyond the included two will be charged at standard Company rates.
14. Governing Law
14.1 This Agreement shall be governed by and construed in accordance with the laws of England and Wales.
14.2 Any legal proceedings shall be subject to the exclusive jurisdiction of the courts of England and Wales.
15. Pricing Changes
15.1 The Company reserves the right to adjust pricing for the Service Plan by giving the Client no less than thirty (30) days’ written notice.
15.2 However, the Client’s price shall be frozen for 12 months from the date of initial Agreement acceptance.
16. Final Acknowledgment
16.1 By electronically accepting this Agreement via OneFlow, the Client acknowledges having read, understood, and agreed to all terms and conditions herein.
16.2 The Client confirms they are the homeowner of the property where the Services will be provided.
Fuel & Travel Policy Agreement
The Annual Service visit is subject to the Company’s Fuel & Travel Policy Agreement available at https://www.luxeia.co.uk/fuel-policy, which forms part of this Agreement.