POLICY TERMS AND CONDITIONS

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It is important for your beneﬁt and protection that you read

these terms and conditions. These and your certiﬁcate,

and any changes we notify you about, form your

agreement with us.

Deﬁnitions

policy: this contract of insurance.

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

your certiﬁcate.

we/us/our: Domestic&General Insurance PLC, the provider of

thepolicy.

you/your: the person named on your certiﬁcate.

your certiﬁcate: 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

UnitedKingdom to be eligible. Your product must be:

• owned by you;

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

• located in the United Kingdom; 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 ﬁnd 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

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.

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.

Territorial limits

Your product is covered for claims that occur in the United Kingdom.

How to make a claim

To make a claim please contact us as soon as

possible by telephone on 03448227227 or online at

www.domesticandgeneral.com/repairs

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 ﬁnd 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: £150,

then you must ring the repair authority line on 0800 597 8580 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 speciﬁcation.

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 speciﬁcation. 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 an 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

ﬁtted equipment);

• 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;

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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 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 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 Direct Debit. 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

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 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

premiumpaid.

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

0800 561 4495 (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 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

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 0800 597 8585, write to us

at Domestic&General Insurance PLC, Leicester House,

17 Leicester Street, Bedworth, Warwickshire CV12 8JP or sign in

tomyaccount 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.

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How to complain

If you wish to complain or you are unhappy with the

service provided, please contact our customer services

team (see‘Customerservices details’ above). If you are

not satisﬁed with how we respond you can then ask the

FinancialOmbudsmanService (FOS) to review your case.

They can be contacted at: The Financial Ombudsman

Service, Exchange Tower, London, E14 9SR, on the

website http://ﬁnancial-ombudsman.org.uk/, or by email at:

complaint.info@ﬁnancial-ombudsman.org.uk

Referral of your complaint to the FOS 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

At any time 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 ﬁrst 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 speciﬁed 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 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 PLC (“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 register your

appliance or device (your name, address, contact and goods details).

We’ll use your information: (i) as necessary to fulﬁl 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 proﬁling 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 or Services

and other future members of the Group whose details we will

notify to you (“Group”)), 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).

Transferring your information

In exceptional cases, we may transfer your information to countries

outside the European Economic Area (including the US) which

may not have data protection laws which provide the same

level of protection as provided in the UK. We have put in place

ModelClauses as an appropriate safeguard to ensure that such

information is adequately secured and protected and that such

transfers meet the requirements of applicable data protection law.

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 (the average

life of an appliance) 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 Ofﬁcer 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 Information Commissioner

(www.ico.org.uk) if you feel your Personal Information has

beenmishandled.

Marketing

We, along with other members of our Group may use your

information to tell you about any offers, products or services

which may be of interest to you. 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.

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THE DIRECT DEBIT GUARANTEE

• This Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits

• If there are any changes to the amount, date or frequency of your Direct Debit Domestic&General Insurance PLC

will notify you 14 working days in advance of your account being debited or as otherwise agreed. If you request

Domestic&General Insurance PLC to collect a payment, conﬁrmation of the amount and date will be given to you

at the time of the request

• If an error is made in the payment of your Direct Debit, by Domestic&General Insurance PLC or your bank or building society you

are entitled to a full and immediate refund of the amount paid from your bank or building society

- if you receive a refund you are not entitled to, you must pay it back when Domestic&General Insurance PLC asks you to

• You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written conﬁrmation may be required.

Please also notify us.

Contact Details

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

rights, or to see a copy of our Model Clauses, please write

to: Freepost Plus RTKS-CLRA-GRYE, Data Protection Ofﬁcer,

Domestic&General, Leicester House, 17 Leicester Street,

Bedworth CV12 8JP or [email protected]

and we’ll be happy to help you.

Exclusion of third party rights

This policy is only for your beneﬁt. No rights or beneﬁts will be given

to any other third party under the policy.

Governing law and statutory rights

We will communicate with you in English and English Law will

apply unless we agree otherwise with you. Nothing in these

terms and conditions will reduce or affect your statutory rights;

for further information about your statutory rights contact the

Citizens AdviceBureau website www.citizensadvice.org.uk or

03444 111 444.

The Financial Services Compensation Scheme

We are covered by the Financial Services Compensation Scheme.

If we cannot meet our obligations to you under the policy,

compensation may be available to cover these obligations.

Thecompensation provides for 90% of any claim with no upper

limit on the amount of the claim. Full details are available at

www.fscs.org.uk or by writing to them at: FSCS, 10th Floor,

Beaufort House, 15 St Botolph Street, London EC3A 7QU.

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. We may also make

accommodations to the way we provide

our services on a case by case basis.

For further information please contact us

(see‘Customerservicesdetails’above).