It is important for your benefit and protection that you read these terms and conditions (including the ‘Special conditions’ section). These and your certificate, and any changes we notify you about (at renewal or otherwise), form your agreement with us. We intend to rely on the terms and conditions set out in this document.
plan: this contract of services.
product(s): the appliance(s) protected by this plan, as shown on your certificate.
we/us/our: Domestic & General Services Limited, the provider of the plan.
you/your: the person named on your certificate.
your certificate: the personalised section of your plan documentation, sent to you once you have taken out a plan or at renewal.
You must be at least 18 years old and resident in the United Kingdom to be eligible. Your product must be in good working order when this plan starts.
This plan is not categorised as an insurance product and therefore insurance regulation does not apply. This plan is a contract of services and is governed by UK laws and regulations concerning service contracts.
The following conditions apply to this plan:
You must arrange any work required to make your product accessible and compliant with all relevant safety standards and safe to work on, e.g. you will be responsible for carrying out work required to fix an unsafe gas fault.
Where you have requested services from us, you must also notify us if such work is required, let us know when it has been completed and provide us with the relevant certification (if applicable). We won’t provide our services until you have fulfilled these obligations.
If you do not comply with the conditions and the eligibility requirements above or do not fulfil your obligations above, we will end your plan.
If your product suffers a mechanical or electrical breakdown after the end of the manufacturer’s parts and labour guarantee period, our customer services team will try to resolve the problem over the telephone. If we are not able to resolve the problem, we will, in our discretion, decide whether to approve a repair. Where a repair is approved, we will then authorise an engineer to carry out your repair, or we may also (at our option), decide to replace or pay the cost of replacing your product, in each case subject to these terms and conditions.
Both during and after the end of the manufacturer’s parts and labour guarantee period, if your product suffers damage caused by accident (i.e. physical damage as a result of a sudden cause so that the product is no longer in good working order), our customer services team will try to resolve the problem over the telephone. If we are not able to resolve the problem, we will, in our discretion, decide whether to approve a repair. Where a repair is approved, we will then authorise an engineer to carry out your repair, or we may also (at our option), decide to replace or pay the cost of replacing your product, in each case subject to these terms and conditions.
To request a replacement please contact us as soon as possible by telephone. The telephone number will be shown on your plan document.
There is no limit to the number of repairs you can request, unless your plan ends, for example, following a replacement of your product (see ‘What happens if your product is replaced?’ below).
You must give us all information we need to verify your repair request. You should send any requested documents to the address in ‘Customer services details’ below.
Only engineers approved by us are authorised to carry out repairs under this plan, unless we agree otherwise in advance. Repairs will be carried out within the repairer’s normal working hours (which are at least 9am to 5pm, Monday to Friday) on a date agreed with you. Please have your plan documentation to hand when the repairer arrives. If your product breaks down, you must take reasonable steps to limit damage, e.g. stop using it if this is likely to cause further damage.
If we approve a repair but are unable to find an approved engineer, we’ll permit you to use your chosen repairer. You will have to pay them and claim the cost back from us. Please keep a copy of your invoice to send to us.
If we permit you to use your chosen repairer and the proposed repair is estimated to cost more than the repair authority limit, then you must ring the repair authority line on 0800 597 8580 for an authority number before work starts.
If the manufacturer replaces your product under a manufacturer’s guarantee, the plan will continue on the replacement appliance as if it were the original product.
If we decide to replace your product (or to give you vouchers for a replacement) any unpaid fee for the current plan period will become due. No fee paid will be refunded. When your product is replaced (or you have received our contribution) your plan will end immediately. For cash or voucher settlements we will deduct any fee outstanding for the duration of your plan from the voucher settlement.
If we decide not to approve a repair request which would otherwise fall within the terms of your plan, we will inform you. All fee payments you have made in the current period of your plan will be refunded and your plan will end immediately. No further amounts will be payable. We’ll confirm this in writing to the last address you gave us.
Unless they are listed under the ‘Special conditions’ section or the ‘What this plan includes’ section, the following are excluded from the plan, and we will not pay for repairs which relate to:
In addition to the ‘General exclusions’ above, the following are excluded from the plan, and we will not pay for repairs which relate to:
If you cancel your plan after the cooling off period and after the manufacturer’s parts and labour guarantee period, then we’ll refund the fee paid by you for the remaining full months of your plan. If you pay for your plan by Direct Debit, you will only receive a refund if you have already paid for any future months of your plan.
If you wish to cancel your plan, please contact us on 0800 597 8615 (8am to 8pm, 365 days a year). You can also cancel by using the cancellation form on our website, or by writing to us, at the addresses specified in the ‘Customer services details’ section. If you are paying by Direct Debit and tell your bank to cancel your Direct Debit Instruction, but do not contact us first, we will not immediately cancel your plan. If you do wish to cancel, please contact us directly to avoid any communications regarding outstanding payments.
For customer services: call 0800 597 8600, write to us at Domestic & General Services Limited, Leicester House, 17 Leicester Street, Bedworth, Warwickshire CV12 8JP or email us by clicking on ‘contact us’ on our website: www.domesticandgeneral.com
Calls cost up to 7p a minute plus your phone company’s access charge, except calls to 0800 numbers which are free. Calls may be recorded and monitored for quality and training purposes. Lines are open, at a minimum, from 9am to 5pm, Monday to Friday (except public holidays).
If you wish to complain or you are unhappy with the service provided, please contact our customer services team (see ‘Customer services details’ above).
With our permission you may transfer your plan to a new owner of the product by giving us their details either over the telephone or in writing. You cannot transfer it to any other appliance (except for replacements of your product provided under a manufacturer’s guarantee).
We may modify or replace these terms and conditions in order to:
We will give you thirty (30) days’ written notice of any change that could have a material effect on your rights or obligations. The new terms and conditions will take effect from the date specified in the notice. If you do not agree with the changes, you may cancel the plan by notifying us within that notice period and you will receive a pro rata refund of any payments that you have made for the unexpired period of your plan.
Domestic & General Services Limited and its business partners will use your information (which you or others have provided to us) to provide the requested service and for administration (including the recovery of any amounts owing, where applicable), marketing, market research, customer surveys, regulatory reporting, to check and verify your identity and analytics and testing purposes. Your information may also be shared with other members of the Domestic & General Group of Companies and selected companies acting on our behalf.
We, along with other members of the Domestic & General Group of Companies, its business partners and third parties may use your information to tell you about any offers, products or services which may be of interest to you. You may therefore be contacted by mail, telephone, email and/or other electronic messaging services unless you have asked not to be.
You may (for a small fee of £10) request a copy of your data. If your personal details change, if you wish to change your marketing preferences or if you wish to opt out of receiving marketing information, please let us know by writing to: Freepost Plus RTKS-CLRA-GRYE, Data Protection Officer, Domestic & General, Leicester House, 17 Leicester Street, Bedworth CV12 8JP. If you do not wish to be contacted for marketing purposes by mail or telephone write to us at the address above.
This plan is only for your benefit. No rights or benefits will be given to any other third party under the plan.
We will communicate with you in English and English Law will apply unless we agree otherwise with you. Nothing in the conditions will reduce or affect your statutory rights. These rights include the right to claim for a refund, repair, or replacement for up to six years (in Scotland it’s up to five years after you become aware, or could with reasonable diligence have become aware there was a problem) if your electrical goods were not of satisfactory quality or fit for their purpose when they were sold to you. After the first six months you will have to prove that the goods had a fault when sold to you and the longer it takes for the fault to appear the more difficult this will be. For further information about your statutory rights contact the Citizens Advice Bureau: www.adviceguide.org.uk or 03454 04 05 06.
We offer a number of services for customers who have disabilities including providing our documents in Braille, large print or audio formats. For further information please contact us (see ‘Customer services details’ above).
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. However, you may find that an excess is payable and a claim may affect the cost of subsequent insurance premiums.
If you decide not to buy a plan when you buy your product, any written quotation given to you will be available on the same terms and conditions for a period of 45 days. Any offers, such as discounts and vouchers, which are linked to the purchase of the plan will also remain available for that period.
Domestic & General Services Limited is the provider of the plans and the obligations under these plans are backed by assets held within a trust fund for your protection.
See plan document.
This plan is provided by Domestic & General Services Limited. Registered in England and Wales. Company No. 1970780. Registered office: Swan Court, 11 Worple Road, Wimbledon, London SW19 4JS