Replacement To Your Equipment

The provision of a replacement of your equipment in the event of a breakdown caused by electrical or mechanical breakdown.

New For Old Protection

When we have replaced your equipment, your plan will end immediately and there will be no refund of the fee you have paid.

We will replace it with equipment of the same or similar make and specification. You must pay us for our supplier's delivery charges and any outstanding fee instalments.

If we cannot reasonably arrange a replacement we will pay you a contribution towards the cost of the new equipment, usually this will be vouchers redeemable from a retailer chosen by us. We will base this contribution on the price we would normally obtain directly from our chosen supplier.

Disposing Of Your Old Equipment

If we have replaced your appliance, you may dispose of the original equipment if it is in your possession. We will not be responsible for any costs that you may incur for disposal.

Your Plan Does Not Include

Repairs or replacement will not be provided if they are still covered by any supplier's or repairer's guarantee, or arise from:

• The equipment being recalled by the manufacturer;
• The cost of modifying the equipment;
• Claims arising from your failure to follow the manufacturer's instructions;
• Claims arising from using your equipment in a non-domestic or commercial environment unless we agree to the use in writing beforehand;
• Damage caused by accidents, theft, attempted theft, malicious damage or damage caused by fire or explosion;
• Claims arising from floods, lightning, storms, frost or other bad weather conditions;
• Claims arising from any problem with the supply of electricity, gas or water;
• Costs if no fault is found with your equipment;
• Routine maintenance, cleaning and servicing;
• Costs arising from not being able to use your equipment or from damage caused when the equipment breaks down, including any costs to remove or reinstate built-in or fitted equipment;
• Repairs carried out outside the United Kingdom, unless we agree otherwise in writing;
• Costs arising from not being able to use your equipment or from damage caused when the equipment breaks down, including any costs to remove or reinstate built-in or fitted equipment;
• Cosmetic damage such as damage to paint work or dents or scratches to the equipment;
• The cost of replacing any item or accessory that is intended to be replaceable. These include: fuses, batteries, light bulbs, fluorescent tubes and related starters, filters, attachments, cables, plugs, light covers or rain covers;
• Costs due to rust, corrosion or water damage;
• Any cost arising from the change from analogue to digital broadcasting including the termination of analogue transmission of any type;
• Problems with:
  • Cooking equipment: ceramic or glass surfaces and oven liners.
  • Vacuum cleaners and floor polishers: bags, brushes or belts.
  • Shower equipment: scale damage.
  • Audio visual equipment: tuning, styli or cartridges.
  • Satellite equipment: realigning or re-sitting the dish, rust, tuning and water damage.
  • Computer games and equipment: software (applications or operating system), damage caused by viruses, accessories which you have not told us about in writing including joysticks, replaceable printer heads.
  • In-car equipment: removing or re-installing the equipment.
• Delivery and installation charges if a replacement takes place;

Transferring Your Plan

You can transfer your plan to a new owner of the equipment by giving us details of the new owner. Your plan cannot be transferred to any other equipment.

You Can Change Your Mind At Any Time

Note: there may be no refund if a replacement has been carried out under the Plan.

• You may cancel the plan at any time by writing to Domestic & General Services Limited, Leicester House, 17 Leicester Street, Bedworth, Warwickshire CV12 8JP. You can also cancel by ringing us on 08705 997799, by emailing web.support@domgen.com, or by clicking on the 'contact us' at www.domgen.com.
• We will provide you with a full refund of monies paid if you cancel the plan at any time during the manufacturer's guarantee. There will be no administration charge for this.
• If you cancel the plan after the manufacturer's guarantee has expired, through any of the routes above, then we will refund the amount for the remaining full months of protection dating from the time that you purchased the equipment.
• We reserve the right to cancel the plan giving you 14 days notice in writing to your last known address. A refund of the amount paid for the remaining full months of protection will be given.

If You Want To Comment On Our Service

• Call our Customer Service Department on 08705 997799.
• Write to the Customer Care Manager at Domestic & General Services Limited, Leicester House, 17 Leicester Street, Bedworth, Warwickshire CV12 8JP
• Email at web.support@domgen.com or by clicking on 'contact us' at www.domgen.com

We want you to contact us so that we know what you think of us and the services we provide. We hope that you are satisfied with our response to your enquiry but, if you are not satisfied, you can ask for your case to be reviewed and a final decision made on behalf of the Managing Director. If you are still not satisfied we will agree to seek to resolve our differences with the assistance of the ADR Group, an independent dispute resolution service provider. Their address is Grove House, Grove Road, Redland, Bristol BS6 6UN.

Other Providers

You should be aware that extended warranties are available from other high street outlets, insurance companies and other providers. Cover may also be available for limited periods on some appliances from your credit card provider. Some household contents insurance policies offer cover for accidental damage, fire or theft. You may, however, find that an excess is payable and a claim may affect the cost of subsequent insurance premiums.

When Can I Buy a Warranty?

If you decide not to buy the plan when you buy your equipment, any quote we give you in writing will be available on the same terms and conditions for a further 30 days. Any offers, such as discounts and vouchers, which are linked to the purchase of the warranty will also remain available for that period. Under this plan, you have the entire period of the manufacturer's guarantee in which to decide if you want to cancel the plan and receive a full refund. We will also send you a reminder about this right with your plan documentation.

Data Protection

Your details will be held and used by Domestic & General Services Limited, Domestic & General Insurance PLC, your Home Shopping company and selected companies acting on our behalf to administer your plan. We may pass your data to any relevant regulator or dispute resolution provider. We may also use your data for training and testing purposes. Unless you have already notified us that you do not wish your details to be used for other purposes, your details may also be used by us or carefully selected third parties for other marketing purposes. We may disclose your information to our service providers and agents for these purposes. We and the third parties may contact you by mail, telephone or email. If you do not want your data to be used for other purposes and you have not already notified us please write to the Data Protection Officer at: Domestic & General, Freepost CV2560 BEDWORTH, Warwickshire CV12 8BR. To help keep your details accurate we may use information we receive from our partners. You can ask for a copy of your details (for a small fee) and to correct any inaccuracies. To improve our service we may monitor or record our communications with you.

Governing Law And Statutory Rights

When you buy electrical equipment you will have various statutory rights that apply to the purchase. These include the right to claim for a repair or replacement for up to six years (five in Scotland) if your electrical goods were not of satisfactory quality or fit for their purpose when they were sold to you. However, after the first six months, you will have to prove that the goods had a fault when sold to you and this may involve having to take legal action against the retailer. Purchasing this plan does not affect your statutory rights. In practice, the manufacturer will usually deal with any reliability or quality issues during their guarantee period. Guarantee periods do vary but are usually of one or two years' duration with some manufacturers offering a longer guarantee on parts (but not on labour costs)

This plan is governed by English Law unless we have agreed otherwise with you.

Financial Protection From A Long-Established Provider

As the Financial Services Compensation Scheme does not apply to your plan, arrangements have been made to secure the performance of the obligations under the plan by Domestic & General Insurance PLC, authorised and regulated by the Financial Services Authority, should your Home Shopping Company become unable to meet them.

Rights Of Third Parties

This plan is for the benefit of the plan holder only and any permitted transferee and no rights or benefits will be given to any other third party under the plan. The Provisions of the Contracts (Rights of Third Parties) Act 1999 will not apply.

Customers With Disabilities

We offer a number of services for customers who have disabilities. In particular we can provide this document in Braille, large print or audio formats. For further information please telephone us on 08705 997799.

Additional Information

Your Repair Protection Plan is provided by your Home Shopping Company and administered by Domestic & General Services Limited (Registered Number 1970780). The company is part of the Domestic & General Group and their registered offices are at Swan Court, Mansel Road, Wimbledon, London SW19 4AA.