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• any loss, damage or impairment to functionality caused by:
earthquake, flood, lightning, fire, wind, humidity, weather
conditions, salt spray, storm or other natural events or
catastrophes, abnormally high or low temperatures, plumbing
problems, corrosion, chemical exposure, radiation, explosion,
sabotage, terrorism, insurrection, revolution, war, riot, armed
conflict, civil commotion, rebellion, man-made events or
catastrophes or technological hazards (such as computer viruses
or date-change faults);
• repairs, maintenance work, or use of spare parts, where not
authorised by us;
• damage to ceramic or glass surfaces (unless caused by an
accident protected by the policy);
• data loss;
• the cost of replacing any consumables (such as external fuses,
blades, oil, petrol, batteries, rechargeable batteries, power cells,
light bulbs changeable by the user, fluorescent tubes and related
starter components, filters, vacuum cleaner bags, printer toner or
ink cartridges, printer ribbons or fuel);
• the cost of replacing any accessories (such as lawnmower belts,
attachments, cables and cable joints, plugs, light covers, grills,
removable parts, glass and enamel parts, catalytic panels, external
piping, rain covers, starter connections and straps, 3D glasses,
brushes and tubes, or audio pick-up systems includingscanners;
• external data carriers, other input devices (scanners,
mouse devices), other external controllers (if not included
when purchasing the product), installing, modifying and
upgradingsoftware;
• repairs required where the product is functioning within the
manufacturer’s tolerances (for example, number of pixel failures);
• software interface problems, satellite or cable systems or gaining
access to cables within the fabric of a building or wall;
• normal operation or adjustment of the product controls
(exceptfollowing an approved repair under this policy);
• work on anything not part of the product, for example fuel lines to
the product and the flue systems from the product; and
• issuing a CP12 (gas safety certificate).
Paying your premium
1. You must pay the premium (inclusive of all applicable taxes)
monthly by DirectDebit. You must make regular payments in
accordance with the ‘Payments schedule’ set out in your policy
documentation. If we are unable to collect a payment from your
bank we may attempt to request payment again unless you
advise us otherwise.
2. We will collect the payment for the first month of the policy
approximately two to four weeks after the start date. Payments
for all subsequent months will be collected monthly on your
selected payment date (or the next working day if a weekend
or bank holiday). This means that the second payment may be
collected approximately two weeks after the first payment.
3. The premium payable is fixed for the first year of cover. In the
future it may increase. At the start of both the second and third
year of cover, the monthly premium will increase by no more
than £1. As a result the total premium payable for that year will
increase by no more than £12, when compared to the previous
year. Note, your premium may also increase by more than the
amounts specified above as a result of a change in the taxes
charged on insurance policies and over which we have no control.
4. If you have received any introductory discounts to the premium
(e.g. half price for the first three months), any premium increase
will be applied to the level of premium being paid after the
introductory discount has ended. So if your premium for the first
three months is half price, the increase will be based on the price
you pay for months four to twelve. After the first three years the
premium may increase at our discretion.
5. In all cases, we will write to you to give you 30 days’ notice of
any increase in the premium and you can notify us if you wish to
cancel. The notice will show the new amount to pay.
6. We may use a collection agency to recover any amount owing
tous.
7. If you do not pay for your policy on time, it will be suspended
from the due date. Any requests for repairs past this date will not
be considered for approval unless payment is received.
Duration of your policy
The policy period begins on the ‘start date’, as specified in your
certificate, and continues indefinitely until cancelled or brought to an
end in accordance with these terms and conditions. We will contact
you by post, telephone, email or SMS every 12 months to remind
you of the benefits and cost of your protection.
Cancellation and ending of the policy
Cooling off period – Changing your mind
1. The ‘cooling off period’ is the fourteen (14) day period from
receipt of your documentation or from the policy start date,
whichever is later.
2. If you change your mind during the cooling off period, you
can cancel your policy and you’ll receive a refund of any
premiumpaid.
3. If your policy automatically ends or is cancelled by us, these rights
do not apply (see ‘Our right to cancel your policy or bring it to an
end’ below).
After the cooling off period
If you cancel your policy after the cooling off period, your policy will
remain in place until the end of the period for which you have already
paid and you will not receive any refund.
How to cancel
If you wish to cancel your policy, please contact us on
0333 000 9799 (8am to 8pm, 7 days a week). 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 DirectDebit and tell your bank to
cancel your DirectDebit Instruction, but do not contact us first,
wewill not immediately cancel your policy. If you do wish to cancel,
please contact us directly to avoid any communications regarding
outstandingpayments.
Our right to cancel your policy or bring it to an end
1. If at any time we arrange to replace your product (or give you a
voucher settlement), your policy will automatically end (see ‘What
happens if your product is replaced?’ above).
2. We may cancel this policy where there is a valid reason for doing
so by giving you at least 7 days’ written notice. Valid reasons
include but are not limited to the following:
• where you fail to comply with certain conditions and obligations
(see ‘Important conditions’ above);
• where you fail to pay for the policy (see ‘Paying your premium’
above); or
• where you have used threatening or abusive behaviour or
language towards our staff or suppliers.
In each case, you will receive a refund of any premium paid for
unused days of your policy.
Customer services details
For customer services: call 0333 000 9799, write to us
at Domestic&General Insurance PLC, Leicester House,
17LeicesterStreet, Bedworth, Warwickshire CV128JP or sign in to
My Account on our website: www.domesticandgeneral.com
Calls cost up to 7p a minute plus your phone company’s access
charge. Calls from mobiles may cost considerably more. Calls to
0800 numbers are free.
Lines are open, at a minimum, from 9am to 5pm, Monday to Friday
(except public holidays). Calls may be recorded and monitored for
quality and training purposes.