FAQ
Directhome: Frequently Asked Questions (FAQs)
How can I get in touch with customer support?
You can contact us by phone or email. Our support team is available Monday to Friday, from 9 am to 5 pm, and Saturdays, from 9 am to 1 pm. Any messages received outside of these hours will be replied to on the next working day.
- Email: Maryphel73@gmail.com
- Phone: 0800 055 4969
When does my service plan start and end?
Your Directhome coverage begins immediately after your payment has been successfully processed. For a 12-month plan, your protection lasts until 23:59 on the final day, unless you choose to renew it beforehand.
Your plan is activated automatically, and no further action is required from you.
How do I request a repair?
Simply contact us by email or phone. One of our agents will arrange your repair appointment, typically within 24 to 48 hours.
What does “unlimited repairs” mean?
You can request unlimited visits and technician time for all appliances covered by your plan. Coverage excludes damage or faults outside your plan’s terms, such as appliances over 10 years old, accidental damage, and general wear and tear not due to mechanical or electrical faults.
Is there a cooling-off period and a refund option?
Yes. You may cancel within 14 days of purchase for a full refund, provided no repairs have been performed. If you cancel after 14 days but before 28 days, you may be eligible for a partial refund at our discretion. Refunds are not available after 28 days.
To cancel, email Maryphel73@gmail.com or call 0800 055 4969 with your order number. Refunds are processed to your original payment method within 7 to 10 working days.
What appliances and faults are covered?
Our plans cover mechanical and electrical breakdowns on registered appliances. Exclusions include accidental or liquid damage, unregistered appliances, and those exceeding age limits.
How soon can I book a repair appointment?
We aim to respond within 48 hours to arrange your visit. Most appointments are booked within 3 to 5 working days, though scheduling may take longer in remote areas or during busy periods.
Do you cover the whole UK?
Yes. We provide service across England, Scotland, and Wales. For remote areas, please check coverage before purchase.
What happens if the repair doesn’t fix my appliance?
Contact us immediately. If the issue can't be resolved after reasonable attempts, you may qualify for a pro-rated refund or replacement credit.
What payment methods do you accept?
We accept credit and debit cards, Apple Pay, Google Pay, BACS/Direct Debit, and cheques. All payments are processed in GBP.
Which plan should I choose?
We offer a variety of service plans, including the "One Appliance Plan" and "TV + Set-Top Box Plan." For full details, please check our Service Plans & Pricing page.
Dispute resolution
If you have any concerns about your payment or service, please contact our support team first before raising a dispute with your bank. We are committed to resolving issues quickly and fairly.