Warranty paperwork may take up to 16 weeks to reach you after receipt of goods.

Safeguard Policy 

Terms & Conditions

Introduction
Thank you for choosing Corporate Support Solutions Ltd to supply Your Warranty.
We hope that Your Product will be trouble free, however should it fail during the Warranty Period please follow the claims procedure detailed in this document

What Is Covered
Your Warranty provides cover against Mechanical /Electrical Breakdown of the Product identified on Your Service Agreement Cover includes parts, labour and callout charges (inc VAT) during normal working hours (8am - 5pm Monday to Friday) subject to the terms, conditions and exclusions of Your policy.

What is Not Covered
• Callout charges where a fault cannot be found wrth the Product
• Consumable or auxiliary items e.g. batteries, scart leads or any Accessories or peripherals that were not part of the original Product offering at the time of purchase
• Accidental damage
• Use of the Product by anyone other than You or your immediate family living at the address named on the Service Agreement.
• Failure to comply with the manufacturere instructions for the core of the Product.
• A Product installed in a commercial environment or where the level of use is deemed beyond normal domestic use.
• A Product that does not meet the current electrical regulations in force at the time.
• Costs not authorised by the Administrator or its appointed engineers.
• Faults relating to the installation of the Product.
• Deliberate damage or neglect of the Product.
• Claims for rectifying maladjustment or incorrect configuration or setting of manual controls.
• Any cost arising from the change from analogue to digital broadcasting including the termination of analogue transmissions of any type.
• Damage caused by foreign objects or substances.
• Faults known to You before commencement of cover under Your policy.
• Work which relates to a manufacturer recall.
• Repair to or Damage of a cosmetic nature caused by but limited to denting, scratching, chipping, staining, and rust or corrosion.
• Routine maintenance of the Product, supplies or service in Your Home.
• Claims arising from the interruption, failure, disconnection or power surge in the power supply to Your Home however caused or due to inadequate ventilation of the Product
• Claims arising as a result of normal wear and tear (e.g. belts, fuses, seals).
• Total loss of use of the Product due solely to the non availability of replacement or substitute parts, in which case We shall offer settlement based on a Product of equivalent or similar specification.
• Consequential loss of any type.

Claims Procedure
It is vital to obtain cover under Your Warranty in the event of a claim that You contact the Administrator by telephone on
0845 683 8709 or by fax 0191 3870784. Please provide the Administrator with as much information about what has happened as soon as possible.
Please have with You at the time of reporting the fault
• Your Service Agreement number and details of the Product
General Conditions
Claims are only valid where authority has oeen issued by the Administrator or their appointed engineer

1. The Administrator will make reasonable attempts to obtain a suitable
tradesman, provided that provision of service is not precluded by:
a) adverse weather conditions.
b) industrial disputes (official or not).
c) failure of the public transport system (including the road network) and repair thereto.
d) other circumstances preventing access to Your Home or otherwise making provision of cover impractical.

2. We shall be entitled to:
a) decline cover if. in Our opinion. Your Home or services have not been maintained in a safe or serviceable condition.
b) decide on the most appropriate means of providing cover, although We will take Your wishes into account whenever possible.
c) settle any claim on a proportionate basis if You have any other insurance covering the same loss or damage.
d) void the Service Agreement in its entirety if any misrepresentation or concealment of material facts is made by You or anyone acting on Your behalf.

3. You will be responsible for any call out charges if having requested assistance You are not at Home when the tradesman arnves or a fault cannot be found with the Product.

4. We will arrange to supply and fit replacement parts or components where required and covered under Your Service Agreement. If You request any addition work or replacement parts. You will be responsible for the additional cost. We are not responsible for any inconvenience, loss or damage caused by delay in the supply of spare parts or components by manufacturers or their suppliers or agents.

5. In the event that the parts for a Product are no longer available, or the Product is beyond economical repair, We will base Our settlement on the replacement cost of the same or similar model at the time of the breakdown.

6. If You or anyone else claiming under this Service Agreement makes a claim that is false or dishonest In any way. Your Service Agreement will not be valid and You will lose all benefits under this agreement.

7. If You move address then you must inform the Administrator in writing or by phone.

8. Where We deem the Product to be beyond economical repair or make a financial settlement in lieu of the repair all benefits under this Service Agreement will cease.

9. This Service Agreement is automatically cancelled:
- If You submit a claim knowing it to be false, fraudulent or a misrepresentation,
- if We replace the Product following a valid claim.

Cancellation

We hope You are happy with the cover this Service Agreement provides. However, if after reading this document, this Service Agreement does not meet with Your requirements, please return it to the Administrator within 45 days and We will arrange to cancel.

The Administrator may at any time cancel this document by sending 14 days notice to you at your last known address.

Our Promise Of Service
It is the Intention to give You the best possible service but if You do have any questions or concerns about this Service Agreement or the handling of a claim

You should contact the Managing Director of the Administrator. The contact
details are:

The Managing Director, Corporate Support Solutions Ltd. Picktree Court, Picktree Lane, Chester-Ie-street, County Durham DH3 3SY.

Please ensure Your policy number is quoted in all correspondence to assist a quick and efficient response.



Domestic & General Policy

Extended Warranty Terms & Conditions

Terms and Conditions for the protection plan

Your Plan Benefits

You are entitled to access our 24-hour UK-based call centre on 08444 810 500 to receive help if your equipment is not working.
If your equipment suffers either:

  1. damage caused accidentally (physical damage as a result of a sudden cause which stops the equipment working properly) either within or outside the supplier's or manufacturer's guarantee or;
  2. a mechanical or electrical breakdown outside the supplier's or manufacturer's guarantee period;

and our customer services team are not able to resolve the problem we will, in our discretion, decide whether to approve a repair, and then pay for the parts and labour cost of repair, or may replace or pay the cost of replacing your equipment, in each case subject to the terms and conditions below.

Terms and Conditions General

  1. There is no limit to the number of repairs to your equipment which can be approved during the period of your plan.
  2. Repair work authorised by us will be carried out during our repairers' normal working hours only, which are typically Monday - Friday, 9am to 5pm.
  3. Applications for repairs of equipment will only be considered where the equipment is no longer covered by any supplier's, manufacturer's or repairer's guarantee for call-out and labour charges.
  4. You must operate your equipment in line with the manufacturer's instructions and must not modify it.
  5. Your equipment must not have been lost, stolen, misused, neglected, poorly installed, subject to malicious damage, or damage caused by fire, explosion, floods, lightning, storms, frost or other bad weather conditions, rust, corrosion or water.
  6. Your equipment must not be subject to a current recall either by us, the supplier or the manufacturer.
  7. Your equipment must be used in a domestic environment. Equipment used in a non-domestic or commercial environment must be subject to our prior approval in writing.
  8. Your equipment must be repaired within the United Kingdom, unless we agree otherwise in writing.
  9. You are liable for the cost of repairs if there is no fault found with the equipment, or to the extent that it requires routine maintenance, cleaning, servicing, cosmetic repairs (e.g. damage to paintwork, dents or scratches) or where there is any problem with the supply of electricity, gas or water.
  10. Payment will not be approved for costs arising from being unable to use your equipment (e.g. food spoilage) or for any other loss or damage not included under your plan benefits which arises from the breakdown of your equipment, including any costs to remove or reinstate built-in or fitted equipment.
  11. If, when you require breakdown service, there is any other service agreement or an insurance policy under which you are entitled to claim, we may only pay an appropriate proportion.
  12. We recommend you back up or store any data/files on a regular basis as we will not restore any data/ files in the event of your product requiring a repair.
  13. The plan does not include:
  • the failure of the equipment to operate correctly caused by the withdrawal of services by a third party.
  • software (including operating systems) loss or failure.
  • damage or failure of the equipment due to: a software virus; the configuration of user settings; or the process of backing up or recovery of data; loss, corruption or damage to data or operating system.
  • image retention on LCD screens, plasma or projection TV screens.
  • replacement of consumer durables (e.g. batteries, light bulbs and fuses).
  • accessories unless we agree otherwise in writing.  

Replacement Equipment

  1. If a repair is approved, we may replace your equipment with new equipment of the same or similar make and specification, if we decide not to repair it.
  2. If we cannot reasonably arrange a replacement we may decide to pay you a contribution towards the cost of the new equipment. Usually this will be vouchers redeemable from a retailer chosen by us. We will base this contribution on the price we would normally obtain directly from our chosen supplier.
  3. When your equipment has been replaced under condition 1 or 2 above your plan will end immediately.
  4. When your equipment has been replaced you will be responsible for disposing of the original equipment at your own cost if it remains in your possession.
  5. You must also pay for the supplier's delivery and/or installation charges and for any outstanding plan fee instalments.

Your Right To Change Your Mind/Cancellations

Your right to change your mind:

You may cancel the plan at any time before the end of your manufacturer's (parts and labour) guarantee period and receive a full refund, unless your equipment has already been replaced or written-off.

Cancellation:

  1. You may cancel the plan at any time after the “right to change your mind” period outlined above, and we will refund a proportion of your plan fee relating to the remaining full months outstanding, unless your equipment has already been replaced or written-off.
  2. If you pay for your plan by Direct Debit instalments, we will only refund any payments that you have made for the unexpired period of your plan.
  3. If we have provided you with replacement equipment or a write-off settlement at any point during the period of your plan then your plan will end and no refund will be due.
  4. To cancel your plan, please call us on 08444 810 251. You can also cancel by clicking on ‘contact us' at www.domesticandgeneral.com or by writing to Domestic & General Services Limited, Leicester House, 17 Leicester Street, Bedworth, Warwickshire, CV12 8JP.
  5. The plan can be cancelled by us by giving you 14 days' notice in writing to your last known address. A refund of the amount paid for the remaining full months of the plan will be given.
  6. If you cancel the plan, and you are paying by Direct Debit, please tell your bank to cancel the Direct Debit instruction.  

How to Contact Us or Complain

  • Call the Customer Service Department on 08444 810 500;
  • Write to the Customer Care Manager at Domestic & General Services Limited, Leicester House, 17 Leicester Street, Bedworth, Warwickshire CV12 8JP;
  • E-mail us by clicking on 'contact us' on our website (www.domesticandgeneral.com).

If you are not satisfied with any of the services we provide or the way in which we have exercised our discretion you can ask for your case to be reviewed by Domestic & General and a final decision will be made on behalf of the Managing Director.

Telephoning Domestic & General Services Limited

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

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. If you have given us permission, your details may also be used by us or 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 (if applicable) may contact you by mail, telephone or email. If you no longer want your data to be used by third parties or by us for marketing 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 us 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.

Exclusion of Third Party Rights

This plan is for the benefit of the plan holder only and any permitted transferee at our discretion 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.

Governing Law and Statutory Rights

We will communicate in English and English Law will apply unless we have agreed otherwise with you.

When you buy electrical equipment you will have various statutory rights that apply to the purchase. These include the right to claim for a repair or replacement for up to six years (five in Scotland) if your electrical goods were not of satisfactory quality or fit for their purpose when they were sold to you.

However, after the first six months, you will have to prove that the goods had a fault when sold to you and this may involve having to take legal action against the retailer. In practice, the manufacturer will usually deal with any reliability or quality issues during their guarantee period. Guarantee periods do vary but are usually of one or two years' duration with some manufacturers offering a longer guarantee on parts (but not on labour costs).

Nothing in these conditions will reduce or affect your statutory rights; for further information about your statutory rights contact your local authority Trading Standards Department or Citizens Advice Bureau.

Transferring Your Plan

With our permission you can transfer your plan 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.

Renewing Your Protection Plan

At the end of your protection plan, we will write to you about renewing.

  • If you pay by Direct Debit, your renewal notice will show the amount we will automatically collect, unless you inform us otherwise.
  • If you pay by any other means, your renewal notice will show the amount to pay. You will need to make payment for the protection plan to continue.

We reserve the right not to offer you a renewal on your plan.

Other Providers

You should be aware that extended warranties are available from other high street outlets, insurance companies and other providers. Cover may also be available for limited periods on some appliances from your credit card provider. Some household contents insurance policies offer cover for accidental damage, fire or theft. You may, however, find that an excess is payable and a claim may affect the cost of subsequent insurance premiums.

When Can I Buy a Plan?

If you decide not to buy the plan when you buy your equipment, any quote we give you in writing will be available on the same terms and conditions for a further 30 days. Any offers, such as discounts and vouchers, which are linked to the purchase of the plan will also remain available for that period. Under this plan, you have the entire period of the manufacturer's guarantee in which to decide if you want to cancel the plan and receive a full refund. We will also send you a reminder about this right with your plan documentation.

Meeting the obligations under your plan

Domestic & General Services Limited is the provider of the plan and the obligations under this plan are backed by assets held within a trust fund for your protection.

Customers With Disabilities

We offer a number of services for customers who have disabilities. In particular we can provide this document in Braille, large print or audio formats. For further information please telephone us on 08444 810 500.

N.B. Protection is subject to the Terms and Conditions of the plan.
The protection plan is provided by Domestic & General Services Limited,
Registered office: Swan Court, 11 Worple Road, Wimbledon, London SW19 4JS.
Registered in England and Wales. Company No. 1970780

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