Terms and Conditions Summary

Please note that this is a summary of the terms and conditions only, full details will be in your Sky Protect documentation. Should you wish to see full details before you decide to accept this offer or if you have any questions, please call us on 08444 810 108 or visit our website at www.skyprotect.com.

1 Equipment

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.

2 The Services

Your Plan provides you with the following Services to help keep your Equipment properly maintained, supported and in good working order:

1. Sky Protect Helpline: We will provide help and technical support over the phone (between the hours of 9am-11pm Monday to Saturday and 10am-11pm Sunday). We will attempt to resolve any problems you are experiencing with your Equipment using Sky's recommended resolution processes.
2. Onsite Repair and Maintenance Visit: If your Equipment breaks down due to a mechanical or electrical fault or due to an accident or mishap, and we cannot resolve your problem over the phone, we will arrange for an onsite visit by a Sky approved engineer. As part of the repair process the engineer will conduct a maintenance check to ensure that your Equipment is left in good working order and may also re-align your dish if required.
3. An Annual System Health Check: You can request an annual maintenance check of your Equipment to ensure that your Equipment remains set up to give you the best performance. Our technical helpline experts will guide you through a variety of Sky's recommended remote resolution processes including help with checking signal strength and transponders, box temperature checks, LNB reboots and signal retuning. Sky+ and Sky+HD customers can also receive help with hard disc management issues and how to run a planner rebuild. If your equipment fails the Health Check, an onsite visit by a Sky approved engineer will be arranged.
4. Replacement Equipment: We may need to replace your Equipment; this may be a fully refurbished product (without further cost to you) and cannot be guaranteed to be the same make, model or colour as your current Equipment but will provide at least the same functionality. For the avoidance of doubt your Plan will continue to apply in respect of the replaced Equipment until the end of its original contract period.
5. Damage caused by mishaps during the Manufacturer's/Supplier's warranty period: If your Equipment breaks down due to an accident or mishap occurring during the manufacturer's or supplier's warranty period, we will try to resolve the fault over the phone, and if we cannot do this we will arrange for an onsite visit by a Sky approved engineer. As part of the repair process the engineer will conduct a maintenance check to ensure that your Equipment is left in good working order and may also re-align your dish if required.

3 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:

1. The Equipment being recalled by Sky or any other supplier due to a generic manufacturer defect or any other reason.
2. Your failure to follow the Equipment operating instructions.
3. Theft, attempted theft, malicious damage or damage caused by fire or explosion.
4. Any problem directly or indirectly caused by the domestic supply of electricity.
The Services will not be provided for Equipment:
5. Not located in the United Kingdom, Isle of Man or the Channel Islands.
6. Not installed by installers authorised by Sky.
7. That was not working in accordance with the manufacturer's specification when you applied for the Plan.
8. That has had unauthorised modifications including (without limitation) any upgrade not authorised by Sky or addition of any unauthorised non-approved accessories.
9. I. That is used in a non-domestic or commercial environment.
The Plan will not provide for:
10. Call-out costs if no fault is found with your Equipment.
11. Work required by you to take place outside normal working hours.
12. Equipment not repaired by Sky approved repairers, where we have provided you with a referral number.
13. Routine cleaning.
14. Remedying faults to the broadband line, faults related to broadband equipment other than the Sky wireless router.
15. Property damage caused by the Equipment.
16. Cosmetic damage such as dents or scratches to the Equipment, rust and/or corrosion damage to minidish and LNB.
17. Replacement of any item that is intended to be replaceable such as fuses and batteries.
18. Components of an integrated digital television.
19. Loss or damage to interactive or viewing cards (please refer to Sky directly).
20. Loss of programmes saved to the hard drive of the Sky+ box or Sky+HD box.

4 Cancellation

1. You may cancel the Plan at any time up to and including the 8th working day (excluding Saturdays, Sundays and public holidays) after you receive your Plan document (the "Cooling Off Period") and you will receive a full refund.
2. After the Cooling Off Period you may cancel this Plan by giving us 14 days' notice and the following will apply:
   1. If you have received an onsite maintenance visit or a replacement under the Plan no refund will be paid and any outstanding Plan fees will become due and payable.
   2. If you have not received an onsite maintenance visit or a replacement under the Plan, 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 instalments.
3. To cancel the Plan:
   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.
4. If you pay for the Plan by Direct Debit you must contact us before telling your bank to cancel the Direct Debit instruction.
5. 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.
6. In the event that your Equipment is replaced, the Terms & Conditions of this Plan remain unchanged. For the avoidance of doubt, where the Equipment is replaced, the Plan will continue to apply to the replacement Equipment until the end of the period of the Plan. Your statutory rights are not affected.

5 How to Contact Us or Complain

• Call our Customer Service Department on 08444 810 108.
• 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.

6 Telephoning Domestic & General Services Limited

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

7 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.

8 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.

9 Governing Law and Statutory Rights

We will communicate in English and English Law will apply unless we have agreed otherwise with you. Nothing in these conditions will reduce or affect 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.

10 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.

11 Plan Provider Information

Sky Protect is provided by Domestic & General Services Limited. Registered in England and Wales. Company No. 1970780. Registered office: Swan Court, 11 Worple Road, Wimbledon, SW19 4JS.