Sky Protect Summary

Sky Protect is provided by Domestic & General Services Limited (Registered in England and Wales. Company No. 1970780) which is a member of the Domestic & General Group of companies whose registered offices are at Swan Court, 11 Worple Road, Wimbledon, London SW19 4JS.
Definitions

Sky Equipment is defined as the minidish, LNB, Sky box, Sky+ box, Sky HD box, associated digital satellite cabling, Sky wireless router, remote control and tvLINK, in each case where applicable. The Plan will protect up to 4 standard Sky boxes per household. Alternatively the Plan will protect up to 2 Sky+/Sky HD boxes or 1 Sky+/Sky HD box with up to 2 additional standard Sky boxes per household.

TV Equipment is defined as the entire TV unit only excluding peripherals, the plan will protect up to 5 TVs

What is provided

1. Breakdown Services: The provision of repairs to or replacement of your Equipment with no bills to pay in the event of (i) breakdown caused by mechanical or electrical fault or (ii) damage caused by accident to any part of your Equipment, if the breakdown or damage occurs between the Breakdown Services start date and end date.
   


2. Customer Services: We provide a telephone helpline offering help and assistance in respect of your Sky Protect.
   


3. Damage caused by accidents during the manufacturer's warranty period: The provision of repairs to or replacement of your Equipment with no bills to pay in the event of damage caused by accident, if this damage occurs in the period between the date of issue of the Plan and the Breakdown Services start date.

What is not provided by your plan

Repairs or replacements of your Equipment will not be provided if they are still covered by any manufacturer's, supplier's or repairer's warranty or arise from or in the event of:

The Equipment being recalled by Sky, any other manufacturer, us or the supplier due to a generic manufacturer defect or any other reason. Your failure to follow the Equipment operating instructions. Use of your Equipment in a non-domestic or commercial environment. Theft, attempted theft, malicious damage or damage caused by fire or explosion. Any problem directly or indirectly caused by the domestic supply of electricity, or gas. Routine maintenance, cleaning and servicing or modification of the Equipment. Work required by you to take place outside the United Kingdom, Isle of Man and Channel Islands or outside our repairer's normal working hours. Cosmetic damage such as damage to paint work or dents or scratches to the equipment. Replacement of any item that is intended to be replaceable such as fuses, batteries, light bulbs, fluorescent tubes and related starters, filters, attachments, cables, plugs, light covers or rain covers. Rust or corrosion damage. Loss or damage to interactive or viewing cards, (please refer to Sky directly). Equipment not repaired by our approved repairers, where we have provided you with a referral number. Claims arising on any equipment which is not working in accordance with the manufacturer's specification when you applied for the plan. Loss of programmes saved to the hard drive. Faults related to broadband equipment other than the Sky wireless router.

Costs arising from not being able to use your equipment or from loss or damage caused when the equipment breaks down, including any costs to remove or reinstate built-in or fitted equipment. Any cost arising from the change from analogue to digital broadcasting including the termination of analogue transmission of any type. Protection is not provided for computing equipment. Costs associated with gaining access to cables within the fabric of a building or wall. For Sky Equipment only: Any unauthorised modification of your Sky Equipment including (without limitation) any upgrades not authorised by Sky or addition of any unauthorised non-approved accessories. Equipment not installed by installers authorised by Sky. For TV Equipment only: Delivery and installation charges if a replacement takes place. 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; Repairs due to pixel failure where the number or location is not in excess of the manufacturer's acceptable limit; Wall mounted Equipment if not fitted as per manufacturer's recommendations; and damage during delivery.. Protection is also not provided for the following: Tuning, styli or cartridges. Water Damage.

Cancelling your plan

1. You may cancel the Plan by giving notice in writing or by phone at any time up to and including the 8th working day (excluding Saturdays, Sundays and public holidays) after you receive your plan document.
   


2. After this you may cancel this Plan by giving us 14 days' notice using one of the following options:
   
   
   1. Call us on 08444 810 333
   2. Write to us at Domestic & General Services Ltd, Leicester House, 17 Leicester Street, Bedworth, Warwickshire CV12 8JP.


3. If you have received a service under this Plan we reserve the right to make a reasonable charge for the direct costs we have incurred in providing the services you have received. If you pay for this by Direct Debit you must contact us before telling your bank to cancel the Direct Debit instruction. If you cancel the Plan before the breakdown services start and no repairs or replacements have been made by us as a result of damage caused by accident you will be given a full refund. If you cancel the Plan after the breakdown services start date, and no repairs or replacements have been made, the part of your fee relating to the remaining full months of the Plan will be refunded. No refund will be offered if you are paying by monthly Direct Debit installments. This does not affect your statutory rights.
   


4. We are entitled to cancel the 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 the Plan will be given.
   

What is provided

• Call our Customer Service Department on 08444 810 444
  
• Write to the Customer Care Manager at Domestic & General Services Ltd, Leicester House, 17 Leicester Street, Bedworth, Warwickshire, CV12 8JP.
  
• E-mail us at info@skyprotect.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 of Domestic & General Services Limited.

Telephoning us

We may record your phone calls with our representatives to monitor and improve the quality of service we provide.

How your information is used

Your information is held and used by and shared between Domestic & General Services Limited (“D&G”) and any member of the D&G group and British Sky Broadcasting Limited (“Sky”) and any member of the Sky group in the following ways (1) for the administration of your Sky Protect Plan (2) to pass to any relevant regulator or dispute resolution provider and (3) for training, statistical analysis and testing purposes. D&G will not use your information for direct marketing purposes. Unless you have notified Sky to the contrary, Sky and its business partners may use your information to contact you by phone, post, email and/or SMS about products and services that may be of interest to you. If you do not wish your information to be used by Sky for marketing purposes please contact us on 08442 41 41 41 or send an email to MySky@bskyb.com. You can ask Sky for a copy of your details (for a small fee) and to correct any inaccuracies. For compliance purposes, training and to improve services, D&G and Sky may monitor and record communications with you.

Direct Debit Guarantee

• This guarantee is offered by all Banks and Building Societies that take part in the Direct Debit scheme. The efficiency and security of the scheme is monitored and protected by your own Bank or Building Society.
  
• If the amounts to be paid or the payment dates change Domestic & General Services will notify you 10 working days in advance of your account being debited or otherwise as agreed.
  
• If an error is made by Domestic & General Services or your Bank/Building Society you are guaranteed a full and immediate refund from your branch of the amount paid.
  
• You can cancel a Direct Debit at any time by writing to your Bank or Building Society. Please also send a copy of your letter to us.

Exclusion of third party rights

This Plan is for the benefit of the plan holder only and any permitted transferee at the discretion of Domestic & General Services Limited 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 your statutory rights

Nothing in these conditions will reduce your statutory rights relating to the quality of any purchase or the way it was described; for further information about your statutory rights contact your local authority Trading Standards Department or Citizens Advice Bureau. We will communicate in English and English Law will apply unless we have agreed otherwise with you.

Transferring Your Plan

Your plan cannot be transferred to any other equipment unless it is a replacement of the Sky Equipment provided under Section 3 of your Plan.