Terms & Conditions

Summary of key exclusions

Definition of Sections

• A) The provision of repairs to or replacement of the equipment following a mechanical or electrical breakdown

• B) The provision of repairs to or replacement of the equipment following damage caused accidentally

• C) Food spoilage insurance for freezing equipment only: If the equipment breaks down or there is an accidental failure of the public electricity supply (except as a result of bad weather conditions) you are covered by insurance obtained for you under the plan for:

• Food spoilt in the freezing compartment (up to the value of £300 for any one claim); or
• Hiring temporary freezer space (up to the cost of £50 for any one claim) to prevent the food from spoiling.

The most the Insurer will pay in any one period of the plan is £500.

 

• Replacement

We will always repair your equipment, subject to the full terms, conditions and exclusions of your plan, unless:

• we cannot repair it; or
• we cannot obtain the spare parts to repair it; or
• we can replace it for less than the cost of the repair.

We will only replace your equipment if we have agreed to do so before a repair is carried out. When we have replaced your equipment, your plan will end immediately and there will be no refund of the fee you have paid. When we have replaced your equipment you may dispose of the original equipment, if it is in your possession .

If we do not repair the equipment we will replace it with equipment of the same or similar make and specification. You must pay us for our supplier’s delivery and/or installation charges and any outstanding fee instalments. We will not be responsible for any costs that you may incur to dispose of your original equipment.

• What is not provided under the plan or by the insurance

Repairs or replacements of equipment or claims under the insurance will not be provided or reimbursed if they are still covered by any supplier’s or repairer’s guarantee or arise from:

• Costs provided by any manufacturer's, supplier's or repairer's guarantee or warranty;
• The equipment being recalled by the manufacturer;
• The cost of modifying the equipment;
• Claims arising from your failure to follow the manufacturer's instructions;
• Claims arising from using your equipment in a non-domestic or commercial environment unless we agree to the use in writing beforehand;
• Theft, attempted theft, malicious damage or damage caused by fire or explosion;
• Claims arising from floods, lightning, storms, frost or other bad weather conditions;
• Claims arising from any problem with the supply of electricity, gas or water (unless your claim is for food spoilage);
• Costs if no fault is found with your equipment;
• Routine maintenance, cleaning and servicing;
• Labour charges for work outside the repairer's normal working hours;
• Repairs carried out outside the United Kingdom , unless we agree otherwise in writing;
• costs arising from not being able to use your equipment or from damage caused when the equipment breaks down, including any costs to remove or reinstate built-in or fitted equipment;
• Cosmetic damage such as damage to paintwork or dents or scratches to the equipment;
• The cost of replacing any item or accessory that is intended to be replaceable. These include: fuses, batteries, light bulbs, fluorescent tubes and related starters, filters, attachments, cables, plugs, light covers or rain covers;
• Costs due to rust, corrosion or water damage;
• Any cost arising from the change from analogue to digital broadcasting including the termination of analogue transmission of any type;
• Delivery and installation charges if a replacement takes place.

Important Information

• Governing Law and your Statutory Rights

  Purchasing this plan does not affect your statutory rights. This plan is governed by English Law unless we have agreed otherwise with you.

• Exclusion of third party rights

This plan is for the benefit of you only and any permitted transferee and no rights or benefits will be given to any other third party under the plan. The provisions of the Contracts (Rights of Third Parties) Act) 1999 will not apply.

• Transferring your plan

You can transfer your plan, including the benefit of the food spoilage insurance, to a new owner of the equipment by giving us written details of the new owner. Your plan cannot be transferred to any other equipment.

• Cancelling your plan
  • You may cancel this plan and the food spoilage insurance obtained under it by giving 14 days notice in writing. If you pay by Direct Debit you must tell your bank to cancel the direct debit instruction.
  • If you cancel the plan during the period covered by the manufacturer's guarantee, and you have made no claims under this plan, we will give you a full refund.
  • If you cancel the plan after the manufacturer's guarantee has run out and you have not made a claim, we will refund the part of your fee relating to the remaining full months of protection. We will not make any refund if you have made any claims during the period of insurance or you are paying by instalments.
  • If we cancel this plan, we will do so in writing giving you 14 days' notice to your last known address. We will refund to you the part of your fee relating to the remaining full months of protection you have paid for.
• How to contact us or complain
• Call our Customer Service Department on 08705 997 799;
• Write to the Customer Care Manager at Domestic & General Services Ltd., Leicester House, 17 Leicester Street, Bedworth, Warwickshire, CV12 8JP;
• Email us at web.support@domgen.com or by clicking on 'contact us' at www.domgen.com.

We want you to contact us so that we know what you think of us and the services we provide. We hope that you are satisfied with our response to your enquiry. If you are not satisfied, you can ask for your case to be reviewed by us and a final decision made on behalf of the Managing Director.
If you are still not satisfied we will agree to seek to resolve our differences with the assistance of the ADR Group, an independent dispute resolution service provider. Their address is Grove House, Grove Road, Redland, Bristol, BS6 6UN. Telephone 0870 2401859. If your complaint relates to frozen food protection and you are not satisfied with our final decision you can ask the Financial Ombudsman Service to review your case. They can be contacted at: South Quay Plaza, 183 Marsh Wall, London, E14 9SR. Telephone 0845 080 1800. Email: enquiries@financial-ombudsman.org.uk

Frozen food protection is provided by Domestic & General Insurance PLC.

• Data protection

Your details will be held and used by Domestic & General Services Limited, Domestic & General Insurance PLC, and selected companies acting on our behalf to administer your plan. We may pass your data to any relevant regulator or dispute resolution provider. We may also use your data for training and testing purposes. Unless you have already notified us that you do not wish your details to be used for other purposes, your details may also be used by us or carefully selected third parties for other marketing purposes. We may disclose your information to our service providers and agents for these purposes. We and the third parties may contact you by mail, telephone or email. If you do not want your data to be used for other purposes and you have not already notified us please write to the Data Protection Officer at: Domestic & General, Freepost CV2560 BEDWORTH, Warwickshire CV12 8BR. To help keep your details accurate we may use information we receive from our partners. You can ask for a copy of your details (for a small fee) and to correct any inaccuracies. To improve our service we may monitor or record our communications with you.

• Telephoning Domestic & General Services Ltd.

Your telephone calls may be recorded to improve the quality of service provided.

• Other plans or insurance

If, when you require breakdown services or need to make a claim under the food spoilage insurance, there is any other service agreement or an insurance policy under which you are entitled to claim, we will only pay an appropriate proportion.

• Additional Information

The Repair Protection Plan is provided by Domestic & General Services Limited (Registered Number 1970780). The food spoilage insurance is provided for your benefit by Domestic & General Insurance PLC (Registered Number 4855850). Both companies are part of the Domestic & General Group and their registered offices are at Swan Court, Mansel Road, Wimbledon, SW19 4AA. The insurance will be purchased on your behalf and Domestic & General Insurance PLC accept responsibility for the insurance the sale of which are governed by the provisions of the Association of British Insurers Code of Practice. You can ask for a copy of the Code of Practice from Domestic & General Services Limited.