POLICY TERMS AND CONDITIONS

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It is important for your benet and protection that you

read these terms and conditions. These and your

certicate, and any changes we notify you about, form

your agreement with us.

Denitions

policy: this contract of insurance.

product(s): the appliance(s) protected by this policy, as shown on

your certicate.

we/us/our: Domestic & General Insurance Europe AG, the provider

of the policy.

you/your: the person named on your certicate.

your certicate: the personalised section of your policy

documentation, sent to you once you have taken out a policy.

Is this policy for you?

You must be at least 18 years old and resident in the Republic of

Ireland to be eligible. Your product must be:

• owned by you;

• in good working order when you take out the policy;

• located in the Republic of Ireland; and

• used for personal and non-business purposes only.

Important conditions

• All information you give must be true, factual and not misleading.

• Your product must have been installed, maintained and used in

accordance with the manufacturer’s instructions.

• Your product must be used in a private home, solely occupied by

a single household (at the address you gave to us).

• For products which can store data, you must ensure that your

product does not contain any content that may be considered to

be illegal, and if we nd any content we consider to be illegal, we

reserve the right to inform the relevant authorities.

Your responsibilities

• You must arrange any work required to make your product

accessible and compliant with all relevant safety standards and

safe to work on (as determined by our engineer). We will not do

any work where these standards are not met.

What this policy covers

Breakdown (after the manufacturer’s guarantee)

If your product suffers a mechanical or electrical breakdown after the

end of the manufacturer’s parts and labour guarantee period, we will

(at our option) authorise a repair, arrange a replacement or pay the

cost of a replacement product.

Accidental damage (during and after the

manufacturer’s guarantee)

Both during and after the end of the manufacturer’s parts and labour

guarantee period, if your product suffers accidental damage (so

that the product is no longer in good working order), we will (at our

option) authorise a repair, arrange a replacement or pay the cost of a

replacement product

How to request a repair

To request a repair please contact us as soon as possible by

telephone. The telephone number will be shown on your plan

document..

Territorial limits

Your product is covered for claims that occur in the Republic

of Ireland.

How to make a claim

To make a claim please contact us as soon as possible by telephone

on (01) 230 0800.

Repairs

Where we authorise a repair we will pay call-out charges, the cost

of labour and the cost of parts (as long as these are not covered

by another guarantee or warranty on the product). Only engineers

approved by us are authorised to carry out repairs under this policy,

unless we agree otherwise in advance. Repairs will be carried out

within the engineer’s normal working hours (which are at least 9am to

5pm, Monday to Friday) on a date agreed with you. Please have your

policy documentation to hand when the engineer arrives.

If we authorise a repair but are unable to nd an engineer, we’ll

permit you to use your chosen engineer. 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 engineer and the proposed

repair is estimated to cost more than the repair authority limit:

€125, then you must ring the repair authority line on (01) 230 0980

for an authority number before work starts.

Replacements

1. In some situations we will arrange to replace your product instead

of repairing it (for example where we cannot repair it or we decide

that it is uneconomical for us to repair your product). In these

circumstances, we will arrange to replace your product with one of

a same or similar make and technical specication.

2. If we cannot reasonably arrange a replacement, we will give you

vouchers instead. The vouchers will be for the full retail price

(from a retailer chosen by us) of a replacement product of the

same or similar make and technical specication. The vouchers

will also pay for the delivery.

3. All vouchers will be valid for 12 months from the date of issue.

Voucher settlements will be sent to the last address you gave us.

If vouchers are not available we will provide a cash equivalent.

Disposal, delivery, installation and other costs

1. We will pay the delivery charges for any replacement arranged

under this policy.

2. If your product is replaced, you will need to arrange the disposal

of the replaced product. We will dispose of the replaced product if

it is in our possession.

3. In all cases you will be responsible for installing the new product

and paying any related costs.

What happens if your product is replaced?

If we arrange to replace your product (or to pay a settlement towards

a replacement), your policy will end immediately. No fee paid will

be refunded.

Exclusions

We shall not be liable for:

• claims where you have breached the important conditions or failed

to comply with your responsibilities set out in this policy;

• damage during delivery, installation or transportation of the

product by a third party who is not our agent;

• any breakdown cost already covered by any manufacturer’s,

supplier’s or repairer’s guarantee or warranty on the product;

• replacement or recall of the product (or any part) by a supplier or

the manufacturer;

• modifying or making a product comply with legislation, work on the

product that is only required due to legislation changes or making

it safely accessible;

• your failure to follow the manufacturer’s instructions;

• any problem with the supply of electricity, gas, water, broadband

or broadcast content;

• routine maintenance, cleaning, servicing and routine re-gassing;

• costs or loss arising from not being able to use your product (e.g.

hiring a replacement), or incidental costs caused by breakdown

or repair (e.g. costs to remove or reinstate built-in or tted

equipment);

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• damage to any other property or possessions, unless it is

our fault;

• cosmetic damage such as damage to paintwork, dents

or scratches;

• any loss, damage or impairment to functionality caused by: theft,

attempted theft, neglect, deliberate damage or damage caused by

animals (other than pet cats or dogs), plants or trees;

• any loss, damage or impairment to functionality caused by:

earthquake, ood, lightning, re, 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

conict, 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, uorescent tubes and related

starter components, lters, 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

including scanners;

• external data carriers, other input devices (scanners, mouse

devices), other external controllers (if not included when

purchasing the product), installing, modifying and

upgrading software;

• 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 (except

following an approved repair under this policy);

• work on anything not part of the product, for example fuel lines to

the product and the ue systems from the product; and

• issuing a Gas Safety Certicate.

Paying your premium

1. You must pay the premium (inclusive of all applicable taxes)

monthly in instalments. You must pay it by the agreed payment

method. The agreed payment method will be conrmed in your

certicate of insurance. 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 by the

agreed payment method we may attempt to request payment

again unless you advise us otherwise.

2. The collection of the rst payment may need to be taken on

a different date from your regular selected payment date. For

example, for Direct Debit we will collect the payment for the rst

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 rst

payment. Please check the ‘Payments schedule’ in your policy

documentation for more information.

3. The premium payable is xed for the rst 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 specied 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 rst 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 rst

three months is half price, the increase will be based on the price

you pay for months four to twelve. After the rst 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

to us.

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 plan

The policy period begins on the ‘start date’, as specied in your

certicate in your policy document, and continues indenitely until

cancelled or brought to an end in accordance with these terms

and conditions.

You should review this cover periodically to ensure it remains

adequate. We will contact you by post, telephone, email or SMS

every 12 months to remind you of the benets and cost of

your protection.

Cancellation and ending of the policy

Cooling off period – Changing your mind

The ‘cooling off period’ is the fourteen (14) day period from receipt of

your documentation or from the policy start date, whichever is later.

If you change your mind during the cooling off period, you can cancel

your policy and you’ll receive a refund of any premium paid.

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.

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).

How to cancel

If you wish to cancel your policy, please contact us on (01) 230 0800

(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

specied 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 rst, we will not immediately cancel

your policy. If you do wish to cancel, please contact us directly to

avoid any communications regarding outstanding payments.

Our right to cancel your policy or bring it to an end

If we have reasonable grounds to believe that you have (or anyone

acting for you has) claimed under this policy knowing the claim to

be dishonest, exaggerated or fraudulent then we may cancel the

policy immediately without any refund of premium or excess (see

‘Fraudulent activity’ below).

We may cancel this policy where there is a valid reason for doing so

by giving you at least 7 days’ written notice and you will receive a pro

rata refund of the premium paid for the remaining unexpired days of

your policy. Valid reasons include but are not limited to the following:

• where you fail to comply with certain conditions and obligations

(see ‘Important conditions’ and ‘Your responsibilities’ above);

• where you fail to pay for the policy (see ‘Paying your

premiums’ above);

• where we have reasonable grounds to believe you have (or

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anyone acting for you has) engaged in fraudulent activity

against us or our service providers and/or provided us with false

information with respect to another policy you hold or have held

with us (see ‘Fraudulent activity’ below); and/or

• where you have used threatening or abusive behaviour or

language towards our staff or suppliers.

Customer services details

For customer services: call (01) 230 0800, write to us at

Domestic & General Insurance Europe AG, Leicester House,

17 Leicester Street, Bedworth, Warwickshire CV12 8JP, United

Kingdom or email us by clicking on ‘contact us’ on our website:

www.domesticandgeneral.com

Lines are open, at a minimum, from 9am to 5pm, Monday to Friday

(except public holidays). Calls are free from all phones, whether

mobile or landline. Calls may be recorded and monitored for quality

and training purposes.

How to complain

If you wish to complain or you are unhappy with the service

provided, please call 1800 180022, write to us at Domestic &

General Insurance Europe AG, Leicester House, 17 Leicester Street,

Bedworth, Warwickshire CV12 8JP, United Kingdom or email us by

clicking on ‘contact us’ on our website www.domesticandgeneral.com

We hope that you will be satised with our response to your enquiry.

If you are not satised, you can ask the Financial Service and

Pension Ombudsman to review your case. The Ombudsman can be

contacted at: Financial Services and Pension Ombudsman, Lincoln

House, Lincoln Place, Dublin 2, D02 VH29 (Tel: +353 1 567 7000).

Referral of your complaint to the FSPO does not affect your right to

take legal proceedings.

Transferring your policy to a new owner

With our permission you may transfer your policy 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 item

(except for replacements of your product provided under a

manufacturer’s guarantee).

Changes to these terms and conditions

We may modify or replace these terms and conditions in order to:

• comply with the law, regulations, industry guidance or codes

of practice;

• rectify errors or ambiguities; and

• improve the scope or nature of the protection provided to you.

After the rst three years of the policy we may modify or replace

these terms and conditions for other reasons.

In all cases we will give you thirty (30) days’ written notice of any

change that could affect your rights or obligations and provide

you with a brief explanation of such changes. The new terms and

conditions will take effect from the date specied in the notice. If

you do not agree with the changes, you may cancel the policy by

notifying us within that notice period and you will receive a pro rata

refund of any premium paid for the unused days of your policy.

What we do with your information

At Domestic & General we want to reassure you that we use your

information both responsibly and securely to provide you with the

best possible service. Below we explain what we do with your

information and your rights to your information. If you would like any

further details you can get in touch with us using the contact details

below or visit our website (www.domesticandgeneral.com).

Using your information

Domestic & General Insurance Europe AG (“we”) is the “data

controller” of your information. We process two sets of information

about you, “Personal Information” (your name, address, contact

and payment details) and the “Goods Information” you provide to

goods details). We’ll use your information: (i) as necessary to full

our contract with you (including to recover any amounts owing);

(ii) for our legitimate interests in: undertaking marketing (about our

products and services and those of our third party partners) by post,

telephone, email and/or other electronic messaging services; market

research; customer surveys; printing services; checking and verifying

your identity and contact details; recording your conversations for

training, quality and compliance purposes; and for analytics and

proling for marketing purposes; detecting and preventing crime,

including fraud; and (iii) where required to do so by law. We may also

ask for your consent to some uses of your information.

Sharing your information

From time to time your Personal Information and Goods Information

may also be shared with other members of the Domestic &

General Group of Companies (Domestic & General Insurance

PLC, Domestic & General Services Limited and other afliated

companies whose details we will notify to you (“Group”)), where

applicable with Whirlpool Ireland Appliances Limited which is the

subject of your protection policy and with companies acting on our

behalf or providing services to us (e.g. the companies we use to

carry out repairs, IT & mailing services, storage of paper records

and telecommunications). Whirlpool Ireland Appliances Limited

will process your Personal Information for their legitimate business

interests (including marketing and analytics) in accordance with their

International transfers of your information

We may transfer your information to countries outside the European

Economic Area (including the US the UK and South Africa) which

may not have data protection laws which provide the same level

of protection as provided in the ROI. Where this occurs we use the

European Commission approved ‘Standard Contractual Clauses’

as an appropriate safeguard to ensure that such information is

adequately secured and protected.

Keeping your information

We keep your personal information for six years after you terminate

your policy so that we can deal with any claims. Your goods

information we keep for a bit longer, normally 10 years (a reasonable

expectation of average product ownership) for health and safety.

We also keep your information to send you marketing that you might

be interested in, unless we receive a request from you to opt-out of

marketing.

Rights to your information

By writing to the Data Protection Ofcer using the contact details

provided below, you have the right to ask us:

• for a copy of the personal information we hold about you

• for a copy of the personal information you provided to us to be

sent to you or a third party in a commonly used, machine

readable format

• to update or correct your personal information to keep it accurate

• to delete your personal information from our records if it is no

longer needed for the original purpose; and

• to restrict the processing of your personal information in

certain circumstances

And you may also:

• object to us processing your personal information – in which

case we will either agree to stop processing or explain why we’re

unable to; and

• where we rely on your consent, withdraw that consent at any time.

Please note that the above rights are not absolute and certain

exemptions apply to them.

You can also make a complaint to the Data Protection Commissioner

(www.dataprotection.ie) if you feel your personal information has

been mishandled.

Marketing

We, along with other members of our Group and Whirlpool Ireland

Appliances Limited may use your information to tell you about any

offers, products or services which may be of interest to you.

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We may contact you by post, telephone, email and/or other electronic

messaging services. To change your marketing preference, let us

know by emailing [email protected]

or by writing to us using the contact details provided below.

For Whirlpool Ireland Appliances Limited marketing you’ll need to

contact them directly using their contact details that you’ll normally

nd in their privacy notice.

Contact Details

If you need to contact us about your information or your information

rights, or to see a copy of our Standard Contractual Clauses,

please write to: Freepost Plus RTKS-CLRA-GRYE, Data Protection

Ofcer, Domestic & General, Leicester House, 17 Leicester Street,

Bedworth CV12 8JP, United Kingdom or

[email protected] and we’ll be happy to

help you.

Fraudulent activity

We may provide your details to third parties in order to detect

possible fraudulent activity.

If we believe that you have (or anyone acting for you has) engaged in

fraudulent activity against us or our service provider, or provided us

with false information we may request extra information in support of

your application or claim (such as proof of purchase).

If we have reasonable grounds to believe that you have (or anyone

acting for you has) claimed under this policy knowing the claim to be

dishonest, exaggerated or fraudulent, then we may:

• request extra evidence in support of your claim (such as proof of

purchase or other documentation);

• decline your claim and immediately cancel your policy without any

refund of premium or excess paid;

• recover from you the cost of any claim already paid to you under

this policy and the cost of any investigation into a fraudulent

claim under this policy (and we may initiate legal proceedings

to do so);

• report you to the relevant authorities, including the

police authorities;

• put the details of the fraudulent claim onto a Register of Claims

through which insurers share information to prevent fraudulent

claims. A list of participants names and addresses are available

on request.

If we have reasonable grounds to believe that you have (or anyone

acting for you has):

• engaged in fraudulent activity against us or our service providers;

and/or

• provided us with false information, with respect to another policy

you hold or have held with us, we may cancel this policy as

well as any other policies you have with us and/or reject any

applications for new policies (see ‘Our right to cancel your policy

or bring it to an end’ above). You will receive a refund of any

premium paid for unused days of the policy.

Governing law and statutory rights

We will communicate with you in English. Under the relevant

European and Irish Law, we and you may choose the law that

applies to the policy. We propose that Irish Law will apply to the

policy and it shall apply unless you notify us of your choice otherwise

and we agree. Nothing in these conditions will reduce your statutory

rights relating to the quality of any purchase or the way it was

described; for further information about your statutory rights

contact the Competition and Consumer Protection Commission

(CCPC, at www.consumerhelp.ie) or the European Consumer

Centre (www.ecireland.ie).

Access and support

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).