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. We have not given you a personal

recommendation as to whether this policy is suitable for

your needs.

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 PLC, 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 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 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 repairer). For example, where

there is a pest infestation or if hazardous material is present you

will need to arrange for this to be safely removed. You must take

reasonable care of your product. This includes caring for it in line

with the manufacturer’s instructions and not allowing it to be subject

to adverse weather conditions. 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) do one of the following: 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 (i.e.

physical damage as a result of a sudden cause that means 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.

Territorial limits

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

How to make a claim

Please let us know about a claim as soon as possible. To make a

claim go to www.domesticandgeneral.com/repairs

Alternatively you can call us on the number on your policy

documentation to speak to the next available agent.

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 repairers

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 repairer’s normal working hours (which are at least 9am

to 5pm, Monday to Friday, except public holidays) on a date agreed

with you. Please have your policy documentation to hand when the

repairer arrives.

If we authorise a repair but are unable to nd a repairer, 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: £150

then you must ring the repair authority line on 0800 597 8580 for an

authority number before work starts.

Replacements

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.

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.

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.

Product disposal and delivery, installation and

other costs

If we arrange a replacement or give you vouchers for a replacement,

we will pay the supplier’s delivery charge.

If the product is taken or sent away from your home for repair but is

then replaced, the original product will become our property and we

will dispose of it. If your product remains in your home, you will be

responsible for disposing of it at your own cost.

In all cases you will be responsible for installing the new appliance

and paying any related costs.

What happens if your product is replaced?

If we decide to arrange to replace your product (or to pay a

settlement towards a replacement), your policy will end immediately.

No refund will be due.

Exclusions

We shall not approve work or payments for or arising from:

• claims where you have breached the important conditions or failed

to comply with your responsibilities set out in this policy;

• cosmetic damage such as damage to paintwork, dents

or scratches;

• your failure to follow the manufacturer’s instructions;

• data loss or corruption, external data carriers, other input devices

(scanners, mouse devices), other external controllers (if not

included when purchasing the product), installing, modifying and

upgrading software;

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• software interface problems, satellite or cable systems or gaining

access to cables within the fabric of a building or wall;

• damage to ceramic or glass surfaces (unless caused by an

accident protected by the policy);

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

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

• any product not registered under the policy;

• 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;

• damage during delivery, installation or transportation of the

product by a third party who is not under our instruction;

• 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);

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

or broadcast content;

• repairs required where the product is functioning within the

manufacturer’s tolerances (for example, number of pixel failures);

• replacement, recall or modication of the product (or any part) by

a supplier or the manufacturer;

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

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

the product and the ue systems from the product;

• normal operation or adjustment of the product controls (except

following an approved repair under this policy);

• issuing a CP12 (gas safety certicate);

• 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);

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

our fault;

• repairs carried out outside of your country of residence;

• repairs, maintenance work, or use of spare parts, where not

authorised by us;

• 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;

• 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);

• 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);

• commercial or business use including use by charities,

not-for-prot organisations, local government or other such similar

organisations (unless we agree to the use in writing beforehand).

Paying your premium

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.

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.

We may use a collection agency to recover any amount owing to

us. 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.

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.

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.

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.

Duration of the policy

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.

Your right to cancel

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 0800 597 8615

(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).

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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’ 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

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); or

• where you have used threatening or abusive behaviour or

language towards our staff or suppliers.

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).

Customer services details

For customer services: sign in to My Account at

www.domesticandgeneral.com/myaccount, call 0333 000 9799 or

write to us at Domestic & General Insurance PLC, Leicester House,

17 Leicester Street, Bedworth, Warwickshire CV12 8JP.

Calls cost the basic rate per minute plus your phone company’s

access charge, except calls to 0800 numbers which 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.

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 satised 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://nancial-ombudsman.org.uk/, or by

email at: complaint.info@nancial-ombudsman.org.uk, or phone

0800 023 4567.

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

take legal proceedings.

Transferring your policy

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 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 unused days of your policy.

Data Protection Information

Domestic & General Services Ltd (for service, maintenance &

support plans), Domestic & General Insurance PLC (for insurance

policies), and The CDA Group Ltd are the Data Controllers for

your information. This is a brief summary of how we’re protecting

and respecting your privacy in accordance with data protection

legislation. For more information go to

www.domesticandgeneral.com/privacy

How do we use your data?

We use the data we hold about you in order to provide your

appliance registration, appliance protection, handle repair requests,

full obligations under the plan/policy or let you know about

information, products or services that interest you, or for analytical

or statistical purposes. We also undertake market research and

customer surveys, as well as safeguarding against fraud and money

laundering, and for the rare event of product safety recalls.

Do we share your data?

Your data is shared across our group companies and with other

companies who provide products or services to us, or who perform

services on our behalf. We’ll also share your data with The CDA

Group Ltd.

What happens with international data transfers?

We may transfer your data to countries (including the US and South

Africa) which may not have data protection laws which provide the

same level of protection as provided in the UK. But don’t worry,

we have safeguards in place to help ensure that everything is

adequately secured and protected.

What are your rights?

You have the right to ask us to:

• not use your data for marketing purposes

• send you a copy of the personal information we have about you

• delete your data (subject to certain exemptions)

• correct or delete any inaccurate or misleading data

• restrict the processing of your data

• provide a copy of your data to any controller

• lodge a complaint with the local data protection authority

How long do we keep your data?

We won’t keep your information for any longer than is necessary.

In most cases that’s 10 years (a reasonable expectation of average

product ownership), or 6 years following the expiry of a contract.

Any other questions?

Please contact The Group Data Protection Ofcer, go to

www.domesticandgeneral.com/privacy

Exclusion of third party rights

This policy is only for your benet. No rights or benets will be given

to any other third party under the policy.

Fraudulent activity

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

possible fraudulent activity.

2. If we believe that you have (or anyone acting for you has)

engaged in fraudulent activity against us or our service providers,

or provided us with false information we may request extra

information in support of your application or claim (such as proof

of purchase).

3. If we have reasonable grounds to believe that you have (or

anyone acting for you has) made a claim 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;

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• 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;

• 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.

4. 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 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, or by

contacting them on 0800 678 1100.

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).