Membership Terms and Conditions

1 About Domestix and these terms

Domestix Services Limited is registered in England and Wales under company number 11261312. Our registered office is 46 Hullbridge Road, South Woodham Ferrers, Chelmsford, Essex CM3 5NG. Our VAT number is GB295669340. In these terms, Domestix, we, us and our mean Domestix Services Limited.

These terms, your booking or order confirmation and any quotation you accept form the agreement between you and Domestix. A specific written quotation or confirmation takes priority for the service or product it describes.

You can contact our office on 01245 921921 or through the contact details published at domestix.co.uk. A request that must be made in writing may be sent using our published email address or website contact form.

2 Definitions

Appliance

a vacuum cleaner or eligible white-goods appliance covered by a booking or registered to a membership.

Eligible part

a part supplied by Domestix for which we expressly confirm that the relevant membership discount applies.

Membership

the continuous monthly service membership selected by the customer. It is a service membership, not an insurance policy.

Registered appliance

an eligible appliance that Domestix has accepted and recorded against an active membership.

White goods

eligible domestic appliances such as washing machines, tumble dryers, dishwashers, electric ovens, refrigerators and freezers, as confirmed at booking.

Working day

Monday to Friday, excluding public holidays in England.

3 Booking eligibility and gas appliances

White-goods online bookings are available in CM, CO and SS postcode areas only. Vacuum bookings are subject to our service area and availability. All bookings remain subject to the relevant appliance eligibility and safety checks.

Gas appliances must not be booked automatically online. If your appliance is gas-powered, dual-fuel or you are unsure whether gas work may be involved, call our office on 01245 921921 before booking. We will confirm whether we can assist and which booking route applies.

We may decline or rearrange a booking if the appliance is outside our scope, the supplied information is incomplete or inaccurate, or the work cannot be carried out safely or lawfully.

4 Standard repair booking prices

• White goods: £129 including VAT for the standard initial booking.
• Vacuum cleaners: £55 for one, £85 for two or £115 for three, including VAT.
• Any payment required for a new booking will be shown before you confirm. Existing plan or membership customers are not required to pay at the online booking stage; the office will verify their cover and confirm any applicable charges.

The booking price covers attendance, inspection and diagnosis and, where reasonably possible and agreed, repair work during the initial visit. Parts and additional charges are quoted separately. We will not fit chargeable parts or carry out chargeable additional work without your approval.

The booking charge remains payable after attendance, inspection or diagnosis has been provided, including where an appliance is inaccessible, unsafe, cannot be repaired on the first visit or is beyond economic repair.

5 Joining offer and membership prices

If you join an eligible membership while booking, you receive £20 off that initial booking:

• White goods: £109 including VAT for the initial booking, plus £15.99 per month for up to three eligible registered white-goods appliances. Any other item allowance or subscription is agreed with you in writing before enrolment.
• Vacuum cleaners: £35 for an initial booking for one vacuum, plus £7.99 per month for one registered vacuum. For bookings or membership covering additional items, we will confirm the initial booking charge, applicable joining saving, monthly subscription and covered items in writing before you commit.

The initial booking price and monthly membership charge are separate. Membership is not active until recurring payment is set up and the eligible appliance or appliances are accepted and registered.

6 Membership benefits

Benefits apply only while membership is active, payments are up to date and the relevant appliance is registered and eligible.

Membership benefits do not apply before activation, to unregistered appliances, beyond the selected item limit, or to work or parts we have not confirmed as eligible. Benefits have no cash value and cannot be transferred without our written agreement.

7 Parts discounts when joining

If you join during booking, the 25% discount on eligible parts, replacements and upgrades can apply on the first visit after membership activation and appliance registration. We will identify eligible items and confirm the discounted price before you commit. Discounts apply to items expressly confirmed as eligible by Domestix.

8 Eligibility and customer responsibilities

Membership is available only for appliances accepted and registered by Domestix, used for normal domestic household purposes and located within our current service area. You must:

• give accurate contact, address, appliance, make, model and fault information;
• provide safe, reasonable and timely access to the appliance and surrounding area;
• use and maintain the appliance in line with the manufacturer’s instructions;
• stop using an appliance if continued use may be unsafe or may worsen damage; and
• tell us about relevant previous repairs, modifications, damage and known faults.

9 Exclusions and additional charges

Unless we confirm otherwise in writing, membership does not cover:

• accidental damage, liquid damage, misuse, neglect, infestation or cosmetic damage;
• commercial use, unauthorised repairs, modifications or non-approved parts;
• unregistered appliances or appliances exceeding the selected membership limit;
• every possible part, accessory, consumable, replacement or upgrade; the discount applies only to eligible items supplied by Domestix;
• delivery, installation, removal, disposal, special-order or return-visit costs unless expressly included; or
• work that cannot be completed safely, lawfully or reasonably.

We will explain and obtain approval for additional charges before carrying out the relevant chargeable work.

10 Membership term continuity and payment

Membership is continuous and billed monthly until cancelled under section 12. Cancellation during the first 12 months is subject to the discount repayment provisions in that section. Monthly payments are non-refundable once paid, except where the law requires otherwise.

Payments must remain up to date. If a payment is overdue or fails, we may suspend benefits and request the outstanding amount. Standard prices apply while benefits are suspended.

11 Cancellation rights for online and telephone contracts

Where consumer law gives you a 14-day cancellation period for an online, telephone or other distance or off-premises contract, you may cancel the relevant unperformed service or qualifying goods during that period by sending us a clear written statement.

If you expressly ask us to start a service during the cancellation period, you must pay for the service supplied up to cancellation. Once a service has been fully completed at your express request and with your acknowledgement that the cancellation right will be lost on full performance, the 14-day cancellation right does not apply to that completed service.

Parts fitted with your express approval as part of a completed or partly completed repair are chargeable and are not treated as unused goods available for return. This does not affect your rights if a part is faulty, misdescribed, incorrectly fitted or the service was not performed with reasonable care and skill.

The 14-day cancellation right may apply to qualifying undelivered parts and to reconditioned vacuums bought online or by telephone. After delivery of a reconditioned vacuum, you must notify us within the applicable cancellation period and take reasonable care of it. You may be responsible for return costs where this was disclosed before purchase and for any reduction in value caused by handling beyond what is reasonably necessary to inspect the vacuum. Any statutory exception continues to apply.

12 Cancelling membership

To cancel membership, contact the Domestix office in writing using our published email address or website contact form. We will acknowledge your notice and confirm the end date and any applicable calculation under this section. Your statutory cancellation rights are not dependent on our acknowledgement.

If you cancel membership during the first 12 months outside a statutory cancellation right, the £20 joining discount and discounts received on eligible parts, replacements, upgrades or call-outs may become repayable in full. We will provide an itemised calculation limited to the actual discounts received, with no double recovery; any amount must be fair, proportionate and lawful. Payments already made are non-refundable except where the law requires otherwise.

13 Existing members and verification

Plans set up before 14 September 2026 continue under their previous terms and conditions, including their existing benefits and charges. Continuing payments, renewal of an existing plan or booking another visit does not automatically move that plan onto these terms. A move to a new membership requires your express agreement and written confirmation of the new start date and terms. For all existing customers, the office checks the applicable agreement before confirming charges; no payment is required at the online booking stage.

14 Quotes parts and authorisation

If parts or further work are required, we will provide a quotation or price for approval. You do not have to proceed. A quotation may be subject to availability and a stated validity period. Special-order, delivery and return-visit charges will be disclosed before you commit. Membership discounts apply only after eligibility is verified.

15 Appointment changes and cancellations

Contact us promptly if you need to change or cancel an appointment. If you cancel within one working day of the scheduled appointment, the booking payment or deposit is non-refundable to the extent that this is fair and lawful, subject to statutory rights. We may take account of costs avoided or our ability to reallocate the appointment.

If you do not attend, do not provide safe and reasonable access, or the appliance materially differs from the information supplied, we may be unable to complete the visit. A missed-appointment or further-visit charge applies only where clearly disclosed and fair and proportionate.

16 Reconditioned vacuums and other goods

The description, price, delivery arrangements and any guarantee for a reconditioned vacuum or other goods will be shown at sale or in your order confirmation. Ownership passes when we receive payment in full. Risk passes on delivery. Goods must be as described, of satisfactory quality and fit for any purpose made known to us, subject to consumer law.

If goods are faulty, damaged, misdescribed or not delivered, contact us promptly. Your legal remedies may include repair, replacement, a price reduction or refund depending on the circumstances and timing. These rights are separate from the change-of-mind cancellation right described in section 11.

17 Service standard guarantees and statutory rights

We will provide services with reasonable care and skill, within a reasonable time where no fixed time is agreed, and for the agreed price. Nothing in these terms removes or restricts your consumer-law rights or remedies.

Any repair or parts guarantee will be stated in your quotation, booking confirmation or invoice. A guarantee is additional to and does not replace statutory rights.

18 Liability

We do not exclude or limit liability where unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation. Subject to that, we are not responsible for losses that were not reasonably foreseeable when the agreement was made or for business losses arising from commercial use.

19 Events outside our control

We are not responsible for delay or failure caused by events outside our reasonable control. We will contact you as soon as reasonably possible, take reasonable steps to reduce the effect and rearrange the service where appropriate. Your statutory rights are not affected.

20 Changes to membership

We may make reasonable changes to membership administration, prices or benefits. If a change materially disadvantages an existing member, we will give reasonable notice and explain when it takes effect and any cancellation option available. Changes will not remove benefits already earned or override statutory rights.

21 Personal information

We use personal information to manage bookings and orders, provide services, take payments, administer membership and communicate with you. Further information is in the privacy notice published on domestix.co.uk.

22 Complaints and contact

Send questions, cancellation notices and complaints to the Domestix office using the contact details published on domestix.co.uk. Include your name, service address, booking or order reference and registered-appliance details where available. We will try to resolve complaints promptly and fairly.

23 General terms

We may transfer our rights and obligations to another organisation, but this will not reduce your rights. You may transfer your rights only with our written agreement. If any term is unlawful or unenforceable, the remaining terms continue. A delay in enforcing a right does not waive it. Only you and Domestix may enforce this agreement.

24 Governing law

These terms are governed by the law of England and Wales. The courts of England and Wales have jurisdiction, except that consumers living in Scotland or Northern Ireland may bring proceedings in the courts where they live where mandatory law allows.