Terms & Conditions

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Terms and Conditions of the Continuous Play™ Plan

Continuous Play is provided by Domestic & General, who are the UK’s leading electrical equipment protection specialists.

Continuous Play Plan includes

The replacement of your Equipment, normally with no bills to pay, following mechanical or electrical breakdown, or damage by accidents.

Additionally we will provide a telephone helpline offering help and assistance in respect of your Plan.

Continuous Play™ only applies to PS3, PSP® and PlayStation® 2 European (PAL) models.

Terms of exchange

We will always, subject to the full terms, conditions and exclusions of your Continuous Play Plan, exchange your equipment.

As the Continuous Play Plan provides a replacement service, you must have the broken or damaged equipment you want to replace in your possession. It will be collected at the time the replacement is delivered. You cannot replace lost or stolen equipment under the Plan.

Any replacement made under the Continuous Play Plan must be sourced by the provider of the Plan. We will not be liable for the cost of replacements which are not provided by the Continuous Play supplier.

What is not included in the Continuous Play Plan

Replacement of Equipment will not be provided if the Equipment is still covered by any suppliers guarantee or if the claim arises from;

  • The Equipment being recalled by the supplier.
  • 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.
  • Floods, lightning, storms, frost or other bad weather conditions.
  • Any problem with the supply of electricity.
  • Cosmetic damage such as damage to paintwork or dents or scratches to the Equipment.
  • Any modification or alteration to the Equipment.
  • Any item or accessory which was not included in the original Equipment packaging.

Protection is also not provided for the following:

  • Any damage, loss or corruption to your data.
  • Damage caused by fitting of upgrades or additional accessories
  • Non European (PAL) units
  • Routine maintenance, cleaning and servicing
  • Replacements carried out outside the United Kingdom & Northern Ireland
  • Costs from not being able to use your Equipment or from damage caused when the Equipment breaks down
  • Replacement of any item or accessory that is intended to be replaceable, including fuses.
  • The safe return of any game, DVD or UMD™ which may be lodged inside the Equipment at time of fault.

How to contact us or complain

  • Call Domestic & General’s Customer Service Department on 08702 40 33 40 (Lines open 24 hours - calls are charged at standard national rates)
  • Write to the Customer Care Manager at Domestic & General Services Ltd, Leicester House, 17 Leicester Street, Bedworth, Warwickshire, CV12 8JP
  • E-mail us by clicking on 'contact us' on our website (www.domgen.com)

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.

You can change your mind at any time

  • You may cancel your Continuous Play Plan with immediate effect within 7 days of application by calling us on 08702 40 33 40 or writing to Domestic & General Services Limited, Leicester House, 17 Leicester Street, Bedworth, Warwickshire CV12 8JP, or emailing web.support©domgen.com, or clicking on contact us at www.domgen.com.
  • If You wish to cancel your Continuous Play Plan after the 7 day cooling off period you can do so by giving us 14 days notice by any of the methods stated above. Your Continuous Play Plan will continue to be in force until the next monthly payment was due for collection.
  • You must tell your bank to cancel the Direct Debit instruction.
  • We reserve the right to cancel your Continuous Play Plan by giving You 14 days notice in writing to your last known address.

Governing law and your statutory rights

To the extent permitted by applicable law, this Continuous Play Plan shall be construed and interpreted in accordance with the laws of England and the courts of the United Kingdom shall have exclusive jurisdiction. To the extent permitted by applicable law, the contract between you and us shall be deemed to have been formed in England.

As a consumer, you have statutory rights relating to your Equipment. Purchasing this Continuous Play Plan does not affect those statutory rights. For more information about your statutory rights, contact your local authority Trading Standards Department or Citizens Advice Bureau.

Rights of third parties

The Continuous Play™ Plan is for the benefit of the Plan holder only and no rights or benefits will be given to any third party under the Plan. The provisions of the Contracts (Rights of Third Parties) Act 1999 will not apply.

Phoning us

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

Important Data Protection Information

Your data will be held and used by Domestic & General Services Limited and Domestic & General Insurance Plc in order to administer your Continuous Play Plan. We may disclose your data to our service providers and agents for the same purpose. We will pass your data to Sony Computer Entertainment Limited so that they can assist us to administer your Continuous Play™ Plan (including contacting you to arrange delivery of replacement Equipment, where necessary and passing your data to the relevant courier). You can ask for a copy of your data held by us (for a small fee) and ask us to update it at any time by writing to the Data Protection Officer at: Domestic & General, Freepost CV2560 BEDWORTH, Warwickshire CV12 8BR. To improve our service to you we may monitor or record our communications with you.

Debit 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 amount to be paid or the payment dates change, Domestic & General will notify you 14 days in advance of your account being debited or as otherwise agreed.
  • If an error is made by Domestic & General or your Bank or 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.

Additional information

Your Continuous Play™ Plan is provided by Domestic & General Services Ltd (Registered Number 1970780) part of the Domestic & General Group with offices at Swan Court, 11 Worple Road, Wimbledon, SW19 4JS.

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