Repair Plan Terms & Conditions
What is extended warranty?
Extended Warranty plan will pay for a qualified repair. All extended warranties are not the same – make sure you take out one with these benefits, just a selection of what you get from Domestic & General:
- repairs carried out by expert engineers
- labour and call-out charges paid for
- 24-hour manned helpline
- Contribution towards a replacement appliance if we can’t fix it.
When you’ve extended your warranty with us, you’ve protected your appliance and your peace of mind. Whenever you need a repair you can just call us, 24 hours a day, and we’ll help you arrange a repair with a qualified local engineer.
YOUR PLAN BENEFITS
You are entitled to access our 24-hour UK-based call centre on 08444 810 500 to receive help if your equipment is not working.
If your equipment suffers either:
a mechanical or electrical breakdown outside the supplier's or manufacturer's guarantee period;
and our customer services team are not able to resolve the problem we will, in our discretion, decide whether to approve a repair, and then pay for the parts and labour cost of repair, or may replace or pay the cost of replacing your equipment, in each case subject to the terms and conditions below.
TERMS & CONDITIONS GENERAL
There is no limit to the number of repairs to your equipment which can be approved during the period of your plan.
Repair work authorised by us will be carried out during our repairers' normal working hours only, which are typically Monday – Friday, 9am to 5pm.
Applications for repairs of equipment will only be considered where the equipment is no longer covered by any supplier's, manufacturer's or repairer's guarantee for call-out and labour charges.
You must operate your equipment in line with the manufacturer’s instructions and must not modify it.
Your equipment must not have been lost, stolen, misused, neglected, poorly installed, subject to malicious damage, or damage caused by fire, explosion, floods, lightning, storms, frost or other bad weather conditions, rust, corrosion or water.
Your equipment must not be subject to a current recall either by us, the supplier or the manufacturer.
Your equipment must be used in a domestic environment. Equipment used in a non-domestic or commercial environment must be subject to our prior approval in writing.
Your equipment must be repaired within the United Kingdom, unless we agree otherwise in writing.
You are liable for the cost of repairs if there is no fault found with the equipment, or to the extent that it requires routine maintenance, cleaning, servicing, cosmetic repairs (e.g. damage to paintwork, dents or scratches) or where there is any problem with the supply of electricity, gas or water.
Payment will not be approved for costs arising from being unable to use your equipment (e.g. food spoilage) or for any other loss or damage not included under your plan benefits which arises from the breakdown of your equipment, including any costs to remove or reinstate built-in or fitted equipment.
If, when you require breakdown service, there is any other service agreement or an insurance policy under which you are entitled to claim, we may only pay an appropriate proportion.
We recommend you back up or store any data/files on a regular basis as we will not restore any data/files in the event of your product requiring a repair.
The plan does not include:
- the failure of the equipment to operate correctly caused by the withdrawal of services by a third party
- software (including operating systems) loss or failure
- damage or failure of the equipment due to: a software virus; the configuration of user settings; or the process of backing up or recovery of data; loss, corruption or damage to data or operating system;
- image retention on LCD screens, plasma or projection TV screens.
- replacement of consumer durables (e.g. batteries, light bulbs and fuses)
If a repair is approved, we may replace your equipment with new equipment of the same or similar make and specification, if we decide not to repair it.
If we cannot reasonably arrange a replacement we may decide to 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.
When your equipment has been replaced under condition 1 or 2 above your plan will end immediately.
When your equipment has been replaced you will be responsible for disposing of the original equipment at your own cost if it remains in your possession.
You must also pay for the supplier’s delivery and/or installation charges and for any outstanding plan fee instalments.
YOUR RIGHT TO CHANGE YOUR MIND/CANCELLATIONS
Your right to change your mind:
You may cancel the plan at any time before the end of your manufacturer's (parts and labour) guarantee period and receive a full refund, unless your equipment has already been replaced or written-off.
You may cancel the plan at any time after the "right to change your mind" period outlined above, and we will refund a proportion of your plan fee relating to the remaining full months outstanding, unless your equipment has already been replaced or written-off.
If you pay for your plan by Direct Debit installments, we will only refund any payments that you have made for the unexpired period of your plan.
If we have provided you with replacement equipment or a write-off settlement at any point during the period of your plan then your plan will end and no refund will be due.
To cancel your plan, please call us on 08444 810 251. You can also cancel by clicking on 'contact us' at www.domgen.com, or by writing to Domestic & General Services Limited, Leicester House, 17 Leicester Street, Bedworth, Warwickshire, CV12 8JP.
The plan can be cancelled by us by giving you 14 days' notice in writing to your last known address. A refund of the amount paid for the remaining full months of the plan will be given.
If you cancel the plan, and you are paying by Direct Debit, please tell your bank to cancel the Direct Debit instruction.
HOW TO CONTACT US OR COMPLAIN
Call the Customer Service Department on 08444 810 500;
Write to the Customer Care Manager at Domestic & General Services Limited, Leicester House, 17 Leicester Street, Bedworth, Warwickshire CV12 8JP;
E-mail us by clicking on 'contact us' on our website (www.domgen.com).
If you are not satisfied with any of the services we provide or the way in which we have exercised our discretion you can ask for your case to be reviewed by Domestic & General and a final decision will be made on behalf of the Managing Director.
TELEPHONING DOMESTIC & GENERAL SERVICES LIMITED
Your telephone calls may be recorded to monitor and improve the quality of the service provided.
Your details will be held and used by Domestic & General Services Limited, Domestic & General Insurance PLC, 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. If you have given us permission, your details may also be used by us or 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 (if applicable) may contact you by mail, telephone or email. If you no longer want your data to be used by third parties or by us for marketing 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 us 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.
EXCLUSION OF THIRD PARTY RIGHTS
This plan is for the benefit of the plan holder only and any permitted transferee at our discretion 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.
GOVERNING LAW AND STATUTORY RIGHTS
We will communicate in English and English Law will apply unless we have agreed otherwise with you.
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. 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).
Purchasing this plan does not affect your statutory rights. For further information about your statutory rights contact your local authority Trading Standards Department or Citizens Advice Bureau.
TRANSFERRING YOUR PLAN
With our permission you can transfer your plan, to a new owner of the equipment by giving us written details of the new owner. Your plan cannot be transferred to any other equipment.
RENEWING YOUR REPAIR PLAN
At the end of your Repair Plan, we will write to you about renewing.
If you pay by Direct Debit, your renewal notice will show the amount we will automatically collect, unless you inform us otherwise.
If you pay by any other means, your renewal notice will show the amount to pay. You will need to make payment for the Repair Plan to continue.
We may not renew your plan if in our opinion your equipment has reached the end of its useful life.
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 PLAN?
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 Plan 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.
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 Domestic & General Services Ltd become unable to meet them.
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 08444 810 500.
SPREAD THE COST WITH DIRECT DEBIT
You can spread the cost of protection and pay a low monthly fee by Direct Debit. It's safe too, thanks to the Direct Debit guarantee.
THE DIRECT DEBIT GUARANTEE
The guarantee is offered by all Banks and Building Societies that take part in the Direct Debit Scheme. The efficiency and security of the scheme is monitored and protected by your own Bank or Building Society. If the amount to be paid or the payment dates change, Domestic & General Services Limited will notify you 14 days in advance of your account being debited or otherwise agreed. If an error is made by Domestic & General Services Limited or your Bank or Building Society, you are guaranteed a full and immediate refund from your branch of the amount paid. You can cancel a Direct Debit at any time by writing to your Bank or Building Society. Please also send a copy to Domestic & General Services Limited. The fee will collected over 10 months commencing on the date shown on your plan document. Prior to the expiry of the initial period of protection, we will inform you of the commencement date, amount and frequency for the Direct Debit renewal fee.
The Repair Plan is provided by Domestic & General Services Limited,
Registered office: Swan Court, 11 Worple Road, Wimbledon, London SW19 4JS.
Registered in England and Wales. Company No. 1970780
A Domestic & General extended warranty gives you the chance to extend your manufacturer's warranty for your domestic electrical appliance for up to 5 years.
Protection for damage caused accidentally is included in extended warranties taken up while the appliance is under the manufacturer's guarantee.
If your appliance is damaged your Domestic & General