Quoteline Terms and Conditions
For equipment which is in-guarantee at the
time you take out protection
What is provided
The following are definitions of the different types of benefits available to you.
Breakdown
The cost of repair to the equipment following a mechanical or electrical fault which
stops the equipment working properly.
Damage Caused by Accidents
The cost of repair to the equipment following physical damage as a result of a sudden
and unforeseen cause which stops the equipment working properly.
1. Terms of replacement
We will always, subject to the full terms, conditions and exclusions of your plan, repair
your equipment unless:
a) we cannot repair it; or
b) we cannot obtain the spare parts to repair it; or
c) 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 your equipment we will replace it with equipment of the same or
similar make and specification. You must also pay us for our supplier’s delivery
and/or installation charges and any outstanding fee instalments.
• If we cannot reasonably arrange a replacement we will 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.
• We will not be responsible for any costs that you may incur to dispose of your
original equipment.
2. What is not included in your plan
a) Costs provided by any manufacturer’s, supplier’s or repairer’s guarantee or warranty.
b) The equipment being recalled by the manufacturer.
c) The cost of modifying the equipment.
d) Claims arising from your failure to follow the manufacturer’s instructions.
e) Claims arising from using your equipment in a non-domestic or commercial
environment unless we agree to the use in writing beforehand.
f) Theft, attempted theft, malicious damage or damage caused by fire or explosion.
g) Claims arising from floods, lightning, storms, frost or other bad weather conditions.
h) Claims arising from any problem with the supply of electricity, gas or water.
i) Costs if no fault is found with your equipment.
j) Routine maintenance, cleaning and servicing.
k) Labour charges for work outside our repairer’s normal working hours which are
Monday - Friday 9am to 5pm.
l) Repairs carried out outside the United Kingdom, unless we agree otherwise in writing.
m) 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.
n) Cosmetic damage such as damage to paintwork or dents or scratches to the equipment.
o) 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.
p) Costs due to rust, corrosion or water damage.
q) Any cost arising from the change from analogue to digital broadcasting including
the termination of analogue transmission of any type.
r) Delivery and installation charges if a replacement takes place as detailed in ‘Terms
of replacement’.
Protection is also not provided for the following:
Cooking equipment: • Ceramic or glass surfaces (unless you are
covered for damage caused by accidents)
• Oven liners
Refrigeration equipment • Food spoilage
Vacuum cleaners and floor polishers: • Bags, brushes or belts
Shower equipment: • Scale damage
Audio visual equipment: • Tuning
• Styli or cartridges
Satellite equipment: • Realigning or re-siting the dish
• Rust
• Tuning
• Water damage
Computer equipment: • Software (applications or operating system)
• Damage caused by viruses
• Accessories which you have not told us
about in writing, including joysticks
• Replaceable printer heads
In-car equipment: • Removing or re-installing the equipment
Plasma televisions: • Costs due to unusual physical or electrical
stress, burned screen or software interface
problems
• Claims arising due to a failure to install the
display in line with the manufacturer’s
instructions
• Costs associated with gaining access to
cables within the fabric of a building or wall
• Repairs due to pixel failure where the
number of location is not in excess of the
manufacturer’s acceptable limit
• Wall mounted units if not fitted as per the
manufacturer’s recommendations
This plan will not protect against claims arising from third party or personal injury.
3. How to arrange a repair
You can find details of how to arrange your repair in section 7 of your plan document.
If you need to contact us before this arrives, call us on 08702 426 748.
You must use our approved repairer who will normally send the repair bill to us so that
you have no repair bill to pay. In the unlikely event that we advise you to pay the
repairer yourself, we will tell you how to claim.
4. How to contact us or complain
• Call our Customer Service Department on 08705 997799.
• Write to the Customer Care Manager at Domestic & General Services Ltd,
Leicester House, 17 Leicester Street, Bedworth, Warwickshire, CV12 8JP.
• Email us by clicking on ‘contact us’ on our website (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 provider.
Their address is:
Grove House
Grove Road
Redland
Bristol BS6 6UN
5. Your right to change your mind / cancellations
• You may cancel the plan at any time during the 14 day period after receiving your
plan document. If you have already claimed for a repair you may be charged a £10
administrative fee. No refund will be due if you have already claimed and this results
in a replacement appliance or write off settlement.
• You may cancel the plan at any time after the initial 14 day cancellation period by
giving 14 days’ notice in writing, and the following will apply:
a) If you cancel the plan during your manufacturer’s guarantee period, and you have
not made any claims under this plan, we will give you a full refund;
b) If you cancel the plan after the manufacturer’s guarantee period has run out, and
you have not made a claim, we will refund the part of the monies you have paid
relating to the remaining full months of protection;
c) If you cancel the plan and you have made any claim, then no refund will be paid;
• If your appliance is beyond economical repair, and we have met our obligations to
you under the plan to provide you with a replacement appliance or monetary
settlement, no fees will be refunded and your plan will end.
You can request a cancellation, by calling us on 08702 426 747, by emailing us at
web.support@domgen.com or by writing to Domestic & General’s Customer Service
Manager, Domestic & General Services Ltd, Leicester House, 17 Leicester Street,
Bedworth, Warwickshire, CV12 8JP.
We can cancel your plan 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 protection will be given.
6. Renewing your contract
At the end of your period of protection, we will write to you about renewing.
• If you pay by direct debit, we will send you a renewal notice showing the amount
we will automatically collect, unless you inform us otherwise.
• If you pay by any other means, you will receive a renewal notice showing the
amount to pay. You will need to return this with payment for protection to continue.
7. 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.
8. Exclusion of third party rights
The plan is for the benefit of the planholder 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 (Right of Third Parties) Act 1999 will not apply.
9. Transferring your plan
You can transfer your plan to a new owner of the equipment as long as you give us written
details of the new owner. Your plan cannot be transferred to any other equipment.
10. Phoning us
We may record your phone calls with our representatives to monitor and improve the
quality of the service we provide.
11. Other plans or insurance
If, when you require breakdown protection, there is any other service agreement or an
insurance policy under which you are entitled to claim, we will only pay an appropriate
proportion.
OTHER IMPORTANT PRE-CONTRACT INFORMATION
Additional Infomation
Your Repair Protection Plan is provided by Domestic & General Services Limited
(Registered Number 1970780) part of Domestic & General Group PLC and our registered
office is at Swan Court, 11 Worple Road, Wimbledon, SW19 4JS. The agreement does
not affect your statutory rights.
Important Data Protection Information
If you provide us with information about another person, you confirm that they have
appointed you to act for them, to consent to the processing of their personal data
including sensitive personal data and that you have informed them of our identity
and the purposes (as set out in the Important Data Protection Information displayed
when you register your appliance) for which their personal data will be processed.
You are entitled to ask for a copy of the information we hold about you (for which
we may charge a small fee) and to have any inaccuracies in your information corrected.
For quality control and training purposes, we may monitor or record your
communications with us.
If your personal details change, if you change your mind about any of your marketing
preferences or if you have any queries about how we use your information, please
let us know by contacting our Mailing Exclusion Team, Domestic & General,
Leicester House, 17 Leicester Street, Bedworth, Nuneaton, Warwickshire, CV12 8JP.

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