Terms and Conditions

1. Definitions

Domestix

The trading name under which these terms are issued.

Plan / VacCare Plan

A monthly service agreement providing breakdown and servicing cover.

Product

The vacuum cleaner registered under the plan.

Special Order Part

A part not held in stock and ordered specifically for your appliance.

We / us / our

The service provider.

You / your

The customer who has purchased the plan.

Call-out visit

A technician attending to diagnose, service or repair your vacuum.

Service

A scheduled maintenance visit including cleaning and inspection.

Repair

Work carried out to fix a fault.

2. Eligibility

The VacCare Plan applies only to products that:

• are owned by you
• are used for domestic household purposes only
• are properly maintained and used as intended
• are located within the Domestix service area

3. Customer responsibilities

You must:

• maintain the vacuum, including emptying it, cleaning filters and clearing blockages
• use the vacuum correctly
• provide safe access for servicing
• stop using a faulty appliance where continued use may worsen the damage

Failure to meet these responsibilities may affect your coverage.

4. What the plan includes

• one full service after 12 months
• one service per year thereafter, on request
• breakdown assessment visits
• internal cleaning and inspection
• replacement of filters and brush rollers where required during servicing

5. Breakdown support

If your vacuum develops a fault, Domestix will assess the issue and attempt a repair where possible. Additional visits may be needed where parts are required. Domestix will determine whether repair or replacement is appropriate.

6. Replacement

Where a repair is not viable, Domestix may replace the product with a similar model or offer a trade-in contribution. Replacement units may be new or reconditioned.

7. Charges

For active, up-to-date plan customers, mechanical-fault call-outs, labour and parts are included, subject to these terms.

• A £35 charge applies to misuse, accidental or liquid damage, unauthorised repairs or non-approved parts.
• The customer contribution is £20 for a battery, £20 for a motor, or £40 where both are required.
• For non-plan customers, the call-out and diagnostic charge is £45, a service is £55, labour is £25–£45 and parts are charged separately.
• For reconditioned products, mechanical faults within a valid warranty are repaired without charge. Misuse and related exclusions carry a £35 charge; standard charges apply outside the warranty.

8. What is not covered

• accidental or liquid damage
• misuse
• unauthorised repairs
• non-approved parts
• commercial use

9. Annual servicing

The first annual service becomes available after 12 months and one service is available each year thereafter. The customer is responsible for requesting the appointment.

10. Fair usage

Support under the plan is subject to fair use. Domestix may review unusually frequent or repeated claims and discuss an appropriate resolution with the customer.

11. Service booking offer

Customers who join a plan with a service receive a discount equal to the first three monthly plan payments. The discount is applied to the service invoice. Parts remain chargeable and the plan begins after the service.

12. Early cancellation after a service offer

If you cancel within 12 months after receiving the service booking offer, the value of the three-month discount becomes repayable.

13. Plan pricing

Plan pricing is based on the age and value of the product and is confirmed when the product is registered.

14. Missed payments

Domestix may retry a missed payment or add it to the next payment. Services may be suspended while payments remain outstanding.

15. Minimum term

The plan has a minimum term of 12 months and continues monthly after that period unless cancelled in accordance with these terms.

16. Repairs under the plan

A repair provided under the plan starts a new 12-month plan term.

17. Cooling-off period

You may cancel within 14 days and receive a full refund where no service has been used.

18. Limitation of liability

Domestix is not responsible for loss of use or other indirect or consequential losses, subject always to rights that cannot lawfully be excluded.

19. Changes to these terms

Domestix may update these terms and will notify customers of material changes where appropriate.

20. Special order parts

Postage is charged for a special order part. A £25 revisit charge applies where a separate visit is required solely to fit that part. Plan customers are not exempt from these charges.

21. Governing law

These terms apply to all Domestix products and services and are governed by the laws of England and Wales.