Terms & Conditions General
1. Definitions
2. Eligibility
3. Customer Responsibilities
4. What the Plan Includes
5. Breakdown Support
6. Replacement
Charges
7. Call-Out & Repair Charges
8. What is not Covered
Service & Plan
9. Service Scheduling
10. Fair Usage
11. Service Booking Offer
12. Early Cancellation
13. Payment Terms
14. Missed Payments
15. Plan Term
16. Renewal After Repairs
17. Cooling off Period
Parts & Legal
18. Limitation of Liability
19. Changes to Terms
20. Special Order Parts
21. Governing Law
Domestix · Including VacCare Plan Terms
Terms and
Conditions
Effective March 2026
Important: Please read these terms and conditions carefully. They form the binding agreement between you and us, together with your confirmation. These terms cover all Domestix products and services, including the VacCare Plan. The VacCare Plan is a service contract and not an insurance product.
1. Definitions
| Term | Meaning |
|---|---|
| Domestix | The trading name under which these terms are issued. |
| Plan / VacCare Plan | The VacCare Plan service agreement — a monthly subscription providing breakdown and servicing cover. |
| Product | The vacuum cleaner registered under the plan. |
| Special Order Part | A part not held in stock that must be 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 our service area
3. Customer Responsibilities
You must:
- Maintain the vacuum (emptying, cleaning filters, clearing blockages)
- Use the vacuum correctly
- Provide safe access for servicing
- Not continue using a faulty appliance if damage may worsen
Failure to meet these responsibilities may affect your coverage.
4. What the Plan Includes
The VacCare 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:
- We will assess the issue
- We will attempt repair where possible
- Additional visits may be required if parts are needed
We reserve the right to determine whether repair or replacement is appropriate.
6. Replacement
If repair is not viable, we may:
- Replace with a similar model, or
- Offer a trade-in contribution
Replacement units may be new or reconditioned.
7. Call-Out and Repair Charges
VacCare Plan customers receive fully inclusive breakdown and servicing cover. All call-outs, diagnostic visits, labour and parts for genuine mechanical faults are covered at no additional cost, provided the plan is active and payments are up to date.
Misuse and Accidental Damage — VacCare Plan Customers
A charge of £35 applies where a call-out results from misuse or accidental damage:
| Circumstance | Charge |
|---|---|
| Misuse — damage caused by incorrect or unintended use of the appliance | £35 |
| Accidental damage — physical damage not related to a mechanical fault | £35 |
| Liquid damage | £35 |
| Repairs carried out by an unauthorised third party or non-approved parts fitted | £35 |
Battery and Motor Contribution — VacCare Plan Customers
Where a battery or motor replacement is required, a £20 customer contribution applies per part. The plan covers the remainder of the replacement cost. If both a battery and motor are required, a £40 contribution applies in total.
| Part | Part Cost (up to) | Customer Contribution | Plan Covers |
|---|---|---|---|
| Battery replacement | £115 | £20 | Remainder |
| Motor replacement | £160 | £20 | Remainder |
| Battery and motor replacement (both required) | £275 | £40 | Remainder |
Non-Plan Customers
| Service | Charge |
|---|---|
| Call-out & diagnostic | £45 |
| Service | £55 |
| Labour | £25 – £45 |
| Parts | Charged separately |
Reconditioned Vacuum Customers
| Period | Condition | Charge |
|---|---|---|
| Within Warranty | Valid mechanical fault | Free |
| Within Warranty | Misuse, accidental or liquid damage | £35 |
| Outside Warranty | All faults | Standard call-out charges apply |
8. What is Not Covered
The VacCare Plan covers breakdown and servicing in full. The following are not covered and charges will apply if applicable:
- Accidental damage
- Liquid damage
- Damage resulting from misuse or incorrect operation
- Repairs carried out by unauthorised third parties
- Non-approved parts
- Commercial use
9. Service Scheduling
Annual servicing is included in your plan at no additional cost.
- First service available after 12 months
- One service per year thereafter
- Must be requested by the customer
10. Fair Usage
The plan is intended for normal domestic use. Where excessive call-out requests are made, we reserve the right to review the plan and, where appropriate, limit visits.
11. Service Booking Offer
Customers who book a service and join VacCare at the same time receive a discount equal to the value of the first 3 months of the plan.
Conditions
- Discount applied to the service invoice
- Parts remain chargeable
- Plan starts after service completion
12. Early Cancellation
If the plan is cancelled within 12 months of receiving the service booking discount, the value of the 3-month discount becomes payable.
13. Payment Terms
VacCare Plan costs are calculated based on the age and current value of your product. Monthly plan pricing is confirmed at the point of registration and will reflect the specific model being covered.
14. Missed Payments
If a payment fails, we may retry collection or add the amount to the next payment. Service may be suspended until the balance is resolved.
15. Plan Term
- Minimum 12-month term
- Continues on a monthly basis thereafter
16. Renewal After Repairs
If a repair is carried out under the plan, the plan resets to a new 12-month term.
17. Cooling-Off Period
A 14-day cancellation period applies from the plan start date. A full refund will be provided if the plan has not been used.
18. Limitation of Liability
We are not responsible for:
- Loss of use of the appliance
- Indirect or consequential losses
19. Changes to Terms
We may update these terms where necessary. Customers will be notified of material changes.
20. Special Order Parts
Where a part is not held in stock and must be specially ordered for your appliance:
- Postage costs will be charged at the applicable rate at the time of order
- A revisit charge of £25 applies where a return visit is required solely to fit a special order part
- VacCare Plan customers are not exempt from postage or special order revisit charges
21. Governing Law
These terms are governed by the laws of England and Wales and apply to all Domestix products and services.
Domestix © 2026 — Terms and Conditions Governed by the laws of England and Wales
