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Welcome to the Studio Help Section

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Terms and Conditions

These terms and conditions and the terms and conditions in the latest catalogue set out the basis on which you can use our website and place orders for items. By ordering goods from Studio you are deemed to have understood and accepted these terms which include an obligation to pay. The supplier of the goods featured on this website is Studio a trading name of Express Gifts Limited (“we”, “us”). Registered office 2 Gregory Street, Hyde, Cheshire, SK14 4TH (do not post to this address).

When you submit an order to us on our website you will receive an email acknowledging your order and giving you estimated timescales for delivery. This email does not constitute acceptance of the order by us. Your order is accepted and a contract is formed between you and us when we dispatch the goods you have ordered and not before. Until the goods are dispatched the order may not be accepted by Studio. An Order Dispatched email will be sent to you when your items have been dispatched. If your order is dispatched in more than one parcel, you may receive separate Order Dispatched emails for each parcel, and each Order Dispatched email and corresponding dispatch will conclude a separate contract of sale between us for the product(s) specified in that Order Dispatched email. Any goods supplied will conform to the contract.


Copyright



(i) The contents of this site are the property of Express Gifts Limited or its suppliers, and are protected by UK and International copyright laws. These contents include but are not limited to the following : web site design, graphics, text, visual clips, audio clips, logos and button icons, including the selection and arrangement thereof.

(ii) Portions of this website may be copied electronically or printed in hard copy for the purpose of placing an order with 24studio.co.uk. Any other use of this website, without the prior written permission of Express Gifts Limited, is strictly prohibited. The following are therefore expressly forbidden unless written consent has been given by Express Gifts Limited : reproduction for any other purpose than those referred to above, modification, distribution, transmission, broadcast republication, downloading or uploading of any part of this website. ALL RIGHTS RESERVED.

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Governing Law



(i) Any matter that arises out of your use of this website (including any contract entered between you and us through the website) shall be governed by the laws of England and Wales.

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Indemnity



(i) You agree to indemnify Express Gifts Limited and its officers, agents, co-branders, subsidiaries, affiliates, or other partners and employees, against any claim or demand, including reasonable solicitors fees, made by any third party arising out of any content you submit, post to or transmit through this website. You also agree to indemnify Express Gifts Limited against any violation by you of these Terms and Conditions, or of any rights of any another person or entity.

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Disclaimers



(i) Express Gifts Limited provides this website on an "as is" basis, to the fullest extent permitted by English law.

(ii) Express Gifts Limited makes no representations or warranties of any kind, express or implied, with respect to this website or the information, content, materials or products contained within it. This includes, without limitation, warranties of merchantability and fitness for purpose.

(iii) Express Gifts Limited does not represent or warrant that the information contained within this website is accurate, complete or current. Prices and availability of products are subject to change without notice.

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Privacy, Cookies & Tracking Policy



 


Security



(i) You are protected by the Express Gifts Limited security guarantee when you shop at 24studio.co.uk. We use industry standard security software to encrypt all your personal information including name & address and account number, so that it cannot be read when the information is sent over the Internet.

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Guarantee



(i) All products sold by Express Gifts Limited are guaranteed to be durable and reliable. Should any product you purchase from us prove to be unsatisfactory in use due to defective workmanship or faulty material, we will repair it, replace it with an equivalent product (if available), or give you a full refund. Your statutory rights are not affected.

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Delivery



Standard Delivery
With our standard delivery service (excluding personalised items), you should receive your goods within 3-7 days. Please allow 5-10 days for delivery of personalised items. Please note, some products will take longer than 7 days to be delivered, these instances are highlighted next to the relevant items on the catalogue page or the item details page on this site. This is subject to stock availability. Orders are delivered to the address of the account holder unless an alternative delivery address is specified. If you would like your goods to be sent to a different address please ensure that you complete the 'Delivery Address' section (including full postcode) on your orderform, provide the details to the operator if ordering by telephone or amend the relevant section when ordering via the Internet (please note this does not apply to a new customer's initial order).

For Washing Machines/Fridge Freezers, etc. Delivery will be arranged with you in advance. Old appliances must be safely disconnected prior to delivery.

Postage & Packaging
From January 2013, postage and packaging will be charged at a fixed rate of £4.99 per order within mainland UK; £5.99 to N. Ireland, the Scottish Offshore Islands and specified remote parts of the Scottish Mainland (please contact the Careline for details); £7.50 to the Isle of Man, Channel Islands and Isles of Scilly.

Direct Despatch
Items where you see the direct despatch logo will be despatched direct from the manufacturer to your home.

Heavy Goods
Items marked with a heavy goods symbol heavy goods symbol incur separate delivery charges. The rate you pay is the rate that appears on the symbol. The additional delivery charge applies to both the original price and discounted prices shown. All discounts quoted refer to product prices. All van charges are excluded from any discounts or offers. To arrange for safe delivery of these items, please include a contact phone number when ordering. Please note, we do not deliver Heavy Goods to the Channel Islands.

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Returning Goods



If you cancel your order within the 14 day cancellation period, we will refund all payments received from you, including the costs of standard delivery. We may make a deduction from the refund for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.

We will make the refund without any undue delay and not later than 14 days after we receive back from you any goods supplied or 14 days after you provide evidence that you have returned the goods to us, if earlier. You will have to bear the direct cost of returning items to us.

We will make the refund using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.

We will not charge any cancellation fee for a cancellation made within the cancellation period. A fee of £4.95 may be levied for cancellations which we accept outside of the cancellation period. Return of goods made outside this time may not be accepted by us and may be returned at your expense.

We may hold reimbursement until we have received the goods back or you have supplied evidence of having sent the goods back whichever is the earliest.

You must return the goods no later than 14 days after you inform us of the cancellation. You are advised to retain proof of postage (from the post office) or a receipt (from the courier). Please complete the returns form provided on the back of your invoice and include this in your parcel. If you do not have your invoice, please complete your details clearly on a piece of paper and include this in the parcel.

Send your returns to:

Returns Department,
Studio,
Marlborough Mill,
Ridgefield Street,
Failsworth,
Manchester,
M35 0HJ.

Alternatively for larger items, please call the customer services careline and we will arrange collection for you.

JEWELLERY RETURNS
Telephone our careline on 0371 200 0378 where you will be advised on the returns procedure. Please use the Special Delivery post service for returning jewellery items with a value in excess of £50.

FURNITURE RETURNS
Please ensure that due care and attention is taken when un-packing your furniture purchase. Returns will only be accepted in the original packaging within your 14 day home approval period.

LARGE DOMESTIC APPLIANCES
Please make sure these items are checked carefully before the delivery driver has left your home and before they are installed and used. If, after checking your appliance, you are not completely satisfied for any reason, the product will be taken back by the delivery driver. You may receive a full refund or have a replacement product delivered. Should a fault develop within the passage of a reasonable time then a repair will be made, a replacement supplied or a full refund will be arranged. See your cancellation rights.

SUITES
Where an item is faulty or damaged on receipt, we will arrange for the suite to be inspected and agree a course of action with you. If the item can be repaired that will be done, if not a replacement, or a full refund will be arranged.

PETROL POWERED LAWNMOWERS
Please note that petrol products should never be transported with petrol inside. We are unable to accept a returned item containing petrol due to Health & Safety legislation. This does not affect your statutory rights.

ADULT XTRA RETURNS
We cannot accept returns of massage oils, condoms, lubricants or creams if they have been opened and are not faulty. DVDs and videos cannot be returned if the seal has been broken.

Please take care when trying on lingerie as it can only be returned with all tags and labels intact. If they are removed, we cannot accept the returned item(s).

Adult toys can be returned if all original packaging is intact. If your adult toy is defective, please thoroughly clean and wrap securely in a plastic bag.

All returned products are tested and will be sent back to you if they are working.

OTHER NON-RETURNABLE GOODS
Personalised items are excluded from the right to cancel. You cannot return pre-recorded material, software, fragrances or confectionery where the seal has been broken or mobile phones if activated. For reasons of health and hygiene, earrings for pierced ears, body bars, swimwear, lingerie and mattresses which have been unwrapped, are also excluded. Self-assembly furniture cannot be returned once assembly is part or fully completed. Your statutory rights are not affected should items be faulty or damaged.

MISSING, FAULTY OR DAMAGED GOODS
  • Missing or damaged items must be reported to us within 10 working days of receipt
  • Faulty items must be returned within 12 months of receipt

In the case of damaged or faulty goods, please contact us with full details and we will arrange collection. Please ensure you complete a return form and obtain and keep a receipt from the courier so we can credit your account if your parcel goes astray. If you have already paid for the item you are returning we will refund you, or if you wish, replace the item. At our discretion we may accept a return outside of this period but reserve the right to cover the cost of processing by levying a £4.95 charge.

This returns policy does not affect your statutory rights.



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Right to Cancel



You may withdraw your order at any time prior to despatch. Once an item has been despatched, you must take delivery of it but you may still return it as set out below. You have the right to cancel your order within 14 days of receipt. The cancellation period will expire 14 days after you have received the last item in your order.

To exercise the right to cancel, you must inform us of your decision by making a clear statement before the cancellation period has expired. You may inform us by writing to Customer Care dept, Studio, Preston, PR0 2BP, e-mail at contact@24studio.co.uk or calling the Careline on 0371 200 0378.

Personalised items are excluded from the right to cancel. You cannot return pre-recorded material, software, fragrances or confectionery where the seal has been broken or mobile phones if activated. For reasons of health and hygiene, earrings for pierced ears, body bars, swimwear, lingerie and mattresses which have been unwrapped, are also excluded. Self-assembly furniture cannot be returned once assembly is part or fully completed. Your statutory rights are not affected should items be faulty or damaged.

Download a model cancellation form


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Substitutes



(i) If we are unable to supply an item, a carefully selected alternative may be sent. If this alternative does not give full satisfaction then return it to us and all costs relating to that item will be refunded.

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Customer Satisfaction



If you have cause to make a complaint or cancellation about any of our products or services, please contact us, or put all the relevant details in an e-mail to contact@24studio.co.uk, or telephone our Careline 0371 200 0378. We undertake to deal with any complaints speedily and sympathetically.

If your complaint relates to our consumer credit activities or general insurance activities, and you cannot settle your complaint with us, you may also be entitled to refer it to the Financial Ombudsman Service.

Please contact us if you require a copy of our complaints handling procedures relating to Consumer Credit Act complaints and general insurance complaints.

Sizes & Weights
All sizes and weights quoted in the catalogue are approximate. Any variations will be minor.

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Data Protection



(i)We will make searches about you at credit reference agencies who will supply us with credit information, as well as information from the Electoral Register. The agencies will record details of the search whether or not we approve your application. We may use credit-scoring methods to assess your application and to verify your identity. Previous searches and other information which is provided to us and/or the credit reference agencies, about you and those with whom you are linked financially may be used by us and other companies to make decisions about whether and how we trade with you or other members of your household. This information may also be used for debtor tracing, fraud prevention and the prevention of money laundering as well as the management of your account.

(ii) Information held about you by the credit reference agencies may already be linked to records relating to people with whom you are linked financially. For the purposes of searching the files of credit reference agencies you may be treated as financially linked and you will be assessed with reference to any "associated" records.

(iii) If we provide you with an account we will also supply details of your agreement with us to the credit reference agencies, as well as ongoing details of your account and how you manage it. If you do not pay on time, or pay less than required, we will tell the credit reference agencies who will record these details. All this information will be seen by other organisations which may affect your ability to obtain credit in the future.

(iv) You have the right of access to your personal records held by credit agencies. We will supply their names and addresses upon request to Financial Services Compliance Manager, Studio, Preston PR0 2BP. We and the credit reference agencies may also use the records for statistical analysis about credit, insurance and fraud.

(v) We may make periodic searches of credit reference agencies to manage your account with us on an ongoing basis. These searches will not be available to other lenders for credit assessment purposes.

(vi) We may share your information with other organisations. We or they may contact you for marketing purposes by mail, telephone, e-mail or otherwise. If you do not wish to be contacted by other organisations for marketing purposes please write to: Marketing Administration Dept, Studio, Preston PR0 2BP.

(vii) We may occasionally use some of the information we hold for the purposes of testing our internal systems. Such testing is only carried out where necessary, and your information will be treated with the utmost care and respect.

(viii) Inbound and outbound telephone calls may be recorded or monitored. This helps to ensure we provide you with the highest level of service and maintain our quality standards.

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About our insurance services



Head office
Express Gifts Ltd, Clayton Business Park, Accrington, Lancashire, BB5 5JY.

The Financial Conduct Authority (FCA)
The FCA is the independent watchdog that regulates financial services. Use this information to decide if our services are right for you.

Whose products do we offer?
We can only offer a product from a single insurer, ANV Lloyd's Syndicate 5820 for Purchase Protection.

Which service will we provide you with?
You will not receive advice or a recommendation from us for Purchase Protection. We may ask some questions to narrow down the selection of products that we will provide details on. You will then need to make your own choice about how to proceed.

What will you have to pay us for our services?

No fee logo

You will receive a quotation which will tell you about any other fees relating to any particular insurance policy.

Who regulates us?
Express Gifts Limited, Clayton Business Park, Accrington. Lancashire. BB5 5JY. is authorised and regulated by the Financial Conduct Authority. Our permitted business is the sale and administration of general insurance policies.

Our Financial Services Register number is 311908.
You can check this on the Financial Services Register by visiting the FCA's website www.fsa.gov.uk/register/ [new window] or by contacting the FCA on 0800 111 6768.

What to do if you have a complaint?
If you wish to register a complaint, please contact us:

...in writing
Write to - Express Gifts Limited Financial Services, Complaints Department, Clayton Business Park, Accrington, Lancashire, BB5 5JY.

...by phone
Telephone - 0371 376 9961. Please contact the Careline for all other enquiries.

If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service.

Are we covered by the Financial Services Compensation Scheme (FSCS)?
We are covered by the FSCS. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Further information regarding insurance advising and arranging can be obtained from the Financial Services Compensation Scheme, 10th Floor, Beaufort House, 15 St Botolph Street, London EC3A 7QU, by phone on 0800 678 1100 or 020 7741 4100 and on their website at www.fscs.org.uk [new window].

If you have a complaint relating to our insurance services, please see details of how to make your complaint.

This product meets the demands and needs of those who wish to protect their purchases against accidental damage, accidental loss and theft.


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About our Purchase Protection policy



This product meets the demands and needs of those who wish to protect their purchases against accidental damage, accidental loss and theft.

Policy Summary

Key Facts logo - policy summary.

This document is a summary of cover only. The full terms and conditions are provided in the Policy Booklet and where necessary references are made in this summary to specific sections of the Policy.

Type of insurance and cover
Purchase Protection is an optional insurance policy for account holders who wish to protect their catalogue purchases both now and in the future.

Significant features and benefits

 

Cover Option

Qualifying Conditions

Benefit Limit

Product Cover

You have purchased the products from Express Gifts Limited.

In the event of theft, accidental loss, robbery, accidental damage or damage due to standard perils, including damage or destruction due to storm, flood, lightning, earthquake, fire, smoke or explosion, where possible we will replace the product with a product of a value up to the original price you paid as shown on your invoice. If this is not possible, we will credit your account with the amount of the purchase price of the product. Products are covered for a maximum of 36 months provided that your account remains open, you do not miss making more than 3 payments of the 4-weekly premium and neither you nor Express Gifts has terminated the cover.

You should review the cover provided regularly to make sure that it remains suitable for your needs.

 

Duration of cover

You will be covered anywhere in the World for up to 36 months from the date you purchased your product from Express Gifts Limited provided that your account remains open, you do not miss making more than 3 payments of the 4-weekly premium and neither you nor Express Gifts has terminated the cover.

How much does this policy cost?

The insurance premium is paid 4-weekly and is 1.25% of the balance of your Studio/Ace catalogue account, including Insurance Premium Tax (IPT). If you do not maintain your minimum 4-weekly payments, future amounts owing on your account may contain additional interest charges on previously unpaid premiums but the most you will have to pay in any one month for your policy is 1.25% of your balance of your account.

How do I make a claim? (See Section Three of the Policy)

If you need to make a claim, you must contact Express Gifts Limited on 0371 376 9961 to ask for a claim form. Further details on how to make a claim can be found in Section Three of the policy.

For claims for any theft, burglary, robbery, vandalism or malicious act, you must report the incident to the police within 24 hours, and receive written confirmation, including a crime reference number.  

 

Cancellation and Amendment (See Section Four of the Policy)

You can cancel your policy at any time and it will not affect your credit.  To cancel or amend your cover simply phone Express Gifts Limited on 0371 200 0378 or write to them. No premium will be refunded if you cancel after the “cooling-off period” because the premium is paid 4 weekly. The scheme administrators may, at their discretion, deduct the outstanding premiums from any claim.

Cancellation or amendment by the insurers – your rights
The insurers may terminate cover under this insurance by giving you at least 3 months written notice at your last known address.  If the insurers cancel cover under your policy no further premium will be payable by you and you will continue to receive any benefits for a valid claim if your claim date was before the date this policy was cancelled.

The insurers will give you at least 2 months written notice if it decides, or needs, to change your policy cover or the price of your insurance. The insurers will give you at least 2 months written notice of the change, sent to your last known address, although it may introduce changes immediately and advise you within 30 days of the change having been made if the change is favourable to you. 

The insurers will only change your premium and/or the terms and conditions of your policy:

  • to make the terms or conditions of your policy more favourable to you;
  • to make minor changes to your policy wording that do not affect the nature of the cover and benefit provided such as changes to make the policy easier to understand;
  • to reflect changes in the law, in regulation (including any decision of a regulatory body), or to any code of practice or industry guidance affecting the insurers or your policy, to reflect changes to taxation applicable to your policy (including, but not limited to, insurance premium tax);
  • to reflect increases or reductions in the cost (or projected cost) of providing your insurance, including, but not limited to, increases or decreases caused by changes to the number, length, cost or timing of claims which the insurer, as part of its pricing policy, has assumed or projected will be made under the insurance;
  • to cover the cost of any changes to the cover/benefits provided under this insurance including, but not limited to, reductions in the time that you have to wait before a claim can be paid or the removal of one or more policy exclusion(s);
  • to cover the cost of changes to the systems, services or technology in support of this insurance.

Once the insurers have made an alteration no further changes will be made to the terms and conditions or the premium for your policy for at least 6 months, unless the insurers are obliged to do so by law, regulation, any code of practice or industry guidance. Upon receiving notice of any changes or proposed changes, you may cancel cover if you are unhappy with the change or proposed change.

What should I do if I have a complaint? (See Section Five of the Policy)

If your complaint is regarding your account or the sale of your policy, send details of your complaint to:

Express Gifts Limited, Express House, Clayton Business Park, Accrington, Lancashire, BB5 5JY, or phone 0371 376 9961, or E-Mail to contact@24studio.co.uk.

If your complaint is regarding your policy or claim, send details of your complaint to:

Direct Group Limited, Quay Point, Lakeside Boulevard, Doncaster, DN4 5PL, or phone 0844 412 4100, or email to Customer.Relations@directgroup.co.uk. The Insurers have internal complaints handling procedures that are available on request.  In the event that you remain dissatisfied after referring to Express Gifts Limited or Direct Group Limited you can refer the matter to Lloyd's.  The contact details are: Policyholder & Market Assistance, Lloyd's, Fidentia House, Walter Burke Way, Chatham Maritime, Kent ME4 4RN . Tel 020 7327 5693. Fax 020 7327 5225. E-mail complaints@lloyds.com 

Complaints that cannot be resolved by Lloyd's may be referred to the Financial Ombudsman Service.  Further details will be provided at the appropriate stage of the complaints process.

This complaints procedure is without prejudice to your right to take legal proceedings.

The Financial Services Compensation Scheme
The Insurers are covered by the Financial Services Compensation Scheme.  You may be entitled to compensation from the Scheme if the Insurer is unable to meet its obligations to you under this contract.
Further information can be obtained from The Financial Services Compensation Scheme, 10th Floor, Beaufort House, 15 St Botolph Street, London EC3A 7QU Tel: 0800 678 1100 or 020 7741 4100. Website: www.fscs.org.uk

The insurers

The product is underwritten by syndicates at Lloyd's managed by ANV Syndicates Limited. Your policy and all claims will be administered by Direct Group Limited.

Express Gifts Limited, (trading as Studio and Ace catalogues) has arranged this insurance with the insurers.

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Purchase Protection Policy Booklet

Contents

What you'll find in this Policy Booklet

Section Number What It Tells you
One An introduction to your Purchase Protection Insurance policy
Two Purchase Protection insurance
What the policy covers & what benefit will be paid
Three How to make a claim
Four Cancelling or Amending your policy
Cancellation or amendment by the insurers – your rights
FiveThe scheme administrators
Customer service and complaints
SixThe insurers
Regulatory and legal information
SevenPolicy definitions

 

IMPORTANT – your INSURANCE DOCUMENTS

The rest of this policy booklet explains the full insurance terms, conditions and exclusions of Express Gifts Purchase Protection. This booklet, is your official Insurance Policy which is also your Evidence of Cover and it is a legal document.

Please keep your insurance documents in a safe place.


Section One

An introduction to yourExpress Gifts Purchase Protection.

Welcome to Express Gifts Purchase Protection. This policy booklet explains all the terms and conditions of this insurance. Certain words and phrases have the same meaning wherever they appear in this policy and are shown in italic type.  They are listed and explained in Section Seven – Policy Definitions.

The policy is designed to help protect your catalogue purchases. your products are covered anywhere in the World for up to 36 months from the date you purchased them from Express Gifts Limited.

Who to talk to
Express Gifts Purchase Protection is managed by Direct Group Limited, the scheme administrators. They have been chosen because they are specialists in this area of insurance with many years of experience.

The scheme administrators will be there to help you throughout the lifetime of your policy, answer any questions you might have about your policy, issue insurance documents and deal with your claim. Details about how to contact the scheme administrators are in Section Five.

Understanding the cover
Certain words and phrases in this policy will have the same meaning wherever they appear. To make them easier to recognise when they are being used, they will be shown in bold. They will help you to understand the cover and are called Policy Definitions. You can find them all listed and explained in Section Seven.

All insurance documentation and communication with you,whether written or spoken, will be in easy to understand English. If you have any disability that makes communication difficult, please tell the scheme administrators and they will be pleased to help.

To qualify for cover
you can take out Express Gifts Purchase Protection as long as, on the start date of cover, you:

  • are at least 18 years old; and
  • hold an account with Express Gifts Limited; and  
  • have agreed to pay the premium and live in the UK or a BFPO address

 

The “cooling off period”
If you decide that you do not want the insurance after all, simply contact Express Gifts Limited within 30 days of receiving it. All cover will be cancelled without charge.

Fraudulent Claims or misleading information
The insurers take a robust approach to fraud prevention in order to keep premium rates down so that you do not have to pay for other people's dishonesty. If any claim under this insurance is fraudulent or is intended to mislead, or if any misleading or fraudulent means are used by you or anyone acting on your behalf to obtain benefit under this insurance, your right to any benefit under this insurance will end, your policy will be cancelled and the insurers will be entitled to recover any benefit paid and costs incurred as a result of any such fraudulent or misleading claim. The insurers may also inform the police.

To prevent fraud, insurers sometimes share information. Details about your insurance application and any claim you make may be exchanged between insurers.

Section Two

Property Insurance

What is meant by Property Insurance?
Your products are covered anywhere in the world for up to 36 months from the date you purchased them from Express Gifts Limited.

you can claim for:

  • accidental damage
  • theft
  • robbery
  • accidental loss
  • standard perils including damage or destruction due to storm, flood, lightning, earthquake, fire, smoke or explosion.

If you have a balance on your account on the start date of cover you will be covered for purchases made in the 6 months before the start date provided that the claim date is after the start date

What benefit is provided by the cover?
If your claim is agreed Express Gifts Limited will replace the product with an exact replacement if possible.  If the original make and model of the product cannot be found Express Gifts Limitedwill replace it with a similar product up to the price you paid for the original product as shown on your original invoice. If no replacement can be found, your account will be credited up to the original purchase price.

you can choose a replacement product of a higher value than the original product but you will need to pay the difference in cost.

Once a damaged product has been replaced, the original product will be owned by the insurers and if requested you must return the original product to Express Gifts Limited.

Cover for replacement products
Protection will continue for 36 months from the date of purchase of the original product, provided the policy remains in force. Should the original product be replaced following a valid claim, then the replacement product will be protected for the remainder of the 36 month period.

How much does this policy cost?
The insurance premium is paid 4-weekly and is 1.25% of the balance on your Studio/Ace catalogue account, including Insurance Premium Tax (IPT). If you do not maintain your minimum 4-weekly payments future amounts owing may contain additional interest charges on previously unpaid premiums.

Section Three

How to make a claim

Step one – how to notify your claim
Read this policy first so that you are satisfied that you are covered for the claim you want to make. To request a claims form contact Express Gifts Limited on 0371 376 9961, by post to Express Gifts Limited, Express House, Clayton Business Park, Accrington, Lancashire, BB5 5JY, or by email if you are a Studio customer to contact@24studio.co.uk or if you are an Ace customer to contact@24ace.co.uk.

If you are not sure whether you can claim, please contact the scheme administrators who will be happy to help you. They can be contacted by post to Direct Group Limited, PO Box 1190, DONCASTER, DN1 9PS, or by telephone on 0844 4124100 or by email to customer.relations@directgroup.co.uk.

Step two – after your claim is notified
Fill in the claim form and return it to the scheme administrators as soon as possible, they will then handle your claim directly with you.

The claim form includes helpful information about any other documents you need to send in and what you should do during your claim.  Please read the notes carefully as they will help your claim to be handled fairly and promptly. If you need any help to fill in the claim form, please talk to the scheme administrators. They can be contacted by post to Direct Group Limited, PO Box 1190, DONCASTER, DN1 9PS, or by telephone on 0844 4124100 or by email to customer.relations@directgroup.co.uk.

Step three – the claims procedure
The tables that follow are a guide to help you understand what you need to do throughout your claim and any documents you may need to provide.

Following the procedures and any instructions or advice you are given by the scheme administrators will help your claim to run smoothly. If you do not follow the procedures and any other instructions or advice you are given your claim may be delayed or remain unpaid.

Important – costs you have in providing proof as part of your claim.
The cost of providing proof of your claim is your responsibility.

 

What you need to do to make a product claim

1.    For claims due to theft, burglary, robbery, vandalism or malicious act, report the incident to the police within 24 hours and receive written confirmation including a crime reference number

2.    Contact Express Gifts Limited within 30 days and ask for a claim formby calling
0371 376 9961, by post to Express Gifts Limited, Express House, Clayton Business Park, Accrington, Lancashire, BB5 5JY, or by email if you are a Studio customer to contact@24studio.co.uk or if you are an Ace customer to contact@24ace.co.uk.

3.    Complete the claim form and send it to the scheme administrators to Direct Group Limited, PO Box 1190, DONCASTER, DN1 9PS.

What documents you may need to produce

1.   Completed claim form (this is essential).

2.   Written confirmation of the crime reference number from the police.

Section Four

Cancelling or amending your policy - your rights

Period of cover
You will be covered from the start date as set out in the policy schedule. Protection will continue for 36 months from the date of purchase of the product.

Cancellation

Automatic cancellation
Your cover ends automatically when any of the following happens:

  • the date your account is closed, by you or by Express Gifts Limited;
  • you do not pay your 4 weekly premium  for three 4 weekly periods;
  • the policy is cancelled by you;

 
Cancellation by you
you can cancel the cover at any time. If you are a Studio customer you can phone on 0371 200 0378, or email at contact@24studio.co.uk. If you are an Ace customer you can phone on 0371 200 0379, or email at contact@24ace.co.uk. Alternatively you can write to us at Express House, Clayton Business Park, Accrington, BB5 5JY. No premium will be refunded if you cancel after the “cooling-off period” because the premium is paid 4 weekly. The scheme administrators may, at their discretion, deduct the outstanding premiums from any claim.

Cancellation or amendment by the insurers – your rights
The insurers may terminate cover under this insurance by giving you at least 3 months written notice at your last known address.  If a substitute Insurance scheme is being offered in place of this policy, 2 months written notice of termination or substitution will be given.  If the insurers cancel cover under your policy no further premium will be payable by you and you will continue to receive any benefits for a valid claim.

Amendments

Change of circumstances
The insurers recommend that you review your personal circumstances from time to time to make sure that this insurance is still suitable for you and that you would still be able to claim. If you want any advice about how any change in your personal circumstances will affect your cover you should contact the scheme administrators on 0844 412 4100.

Changing your policy
Please contact the scheme administrators on 0844 412 4100 if you need to change the cover you have. They will tell you what to do.

The insurer's right to change your cover or the price of your insurance
The insurers will give you at least 2 months written notice if it decides, or needs, to change your policy cover or the price of your insurance. The insurers will give you at least 2 months written notice of the change, sent to your last known address, although it may introduce changes immediately and advise you within 30 days of the change having been made if the change is favourable to you

The insurers will only change your premium and/or the terms and conditions of your policy for the following reasons:

  • to make the terms or conditions of your policy more favourable to you;
  • to make minor changes to your policy wording that do not affect the nature of the cover and benefit provided such as changes to make the policy easier to understand;
  • to reflect changes in the law, in regulation (including any decision of a regulatory body), or to any code of practice or industry guidance affecting the insurers or your policy, to reflect changes to taxation applicable to your policy (including, but not limited to, insurance premium tax);
  • to reflect increases or reductions in the cost (or projected cost) of providing your insurance, including, but not limited to, increases or decreases caused by changes to the number, length, cost or timing of claims which the insurer, as part of its pricing policy, has assumed or projected will be made under the insurance;
  • to cover the cost of any changes to the cover/benefits provided under this insurance including, but not limited to, reductions in the time that you have to wait before a claim can be paid or the removal of one or more policy exclusion(s);
  • to cover the cost of changes to the systems, services or technology in support of this insurance.

Once the insurers have made an alteration no further changes will be made to the terms and conditions or the premium for your policy for at least 6 months, unless the insurers are obliged to do so by law, regulation, any code of practice or industry guidance.

Upon receiving notice of any changes or proposed changes, you may cancel cover if you are unhappy with the change or proposed change.

Section Five

The scheme administrators

Customer service and complaints

The scheme administrators
Direct Group Limited has been appointed as the scheme administrators for Express Gifts Purchase Protection. They have been chosen because they are specialists in this area of insurance with many years of experience and will give you all the help and advice you need throughout the lifetime of your policy.

The scheme administrators will be there to:

  • answer any questions you have about the insurance cover and terms;
  • issue your policy and policy schedule;
  • deal with your claim.

Customer service
The scheme administrators are dedicated to providing you with a high quality service at all times. Every effort will be made to sort out any enquiry or problem that you may have.

How to complain
If your complaint is regarding your account or the sale of your policy, send details of your complaint to:
Express Gifts Limited,
Express House,
Clayton Business Park,
Accrington,
Lancashire,
BB5 5JY.
Phone: 0371 200 0378
E-Mail: contact@24studio.co.uk

If you wish to make a complaint about any other aspect of your policy, the premiums or about any claims matter please contact the scheme administrators. Contact details are shown below.

Direct Group Limited
Direct House
Quay Point
Lakeside Boulevard
Doncaster
DN4 5PL
Phone: 0844 412 4100
Fax: 0844 412 4158
E-mail: customer.relations@directgroup.co.uk

If you are not happy with the way your complaint has been dealt with by the scheme administrators you can refer the matter to Lloyd's at:

Policyholder & Market Assistance
Lloyd's
Fidentia House
Walter Burke Way
Chatham Maritime
Kent ME4 4RN
Phone: 020 7327 5693
Fax: 020 7327 5225
E-mail: complaints@lloyds.com

Complaints that cannot be resolved by Express Gifts Limited, the scheme administrators or Lloyd's may be referred to:

The Financial Ombudsman Service
Exchange Tower
London, E14 9SR.
Phone: 0800 0 234 567
Calls to this number are normally free if you are calling from a ‘fixed line' phone (e.g. a landline at home) – but charges may apply if you call from a mobile phone.

Phone: 0300 123 9123
Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs.

These numbers may not be available from outside the UK – so if you are calling from abroad please telephone on +44 20 7964 0500.

 

Further details will be provided at the appropriate stage of the complaints process.  The scheme administrators have internal complaints handling procedures which you can ask to see.

This complaints procedure does not affect your legal rights.

Section Six

The insurers & regulatory and legal information

The Insurers
Express Gifts Purchase Protection is underwritten by ANV, Lloyd's Syndicate 5820. The Lloyd's Managing Agent for Lloyd's Syndicates 5820 is ANV Syndicates Limited. It is entered in the Register of Lloyd's Managing Agents. Registered Office: 47 Mark Lane, London, EC3R 7QQ. Registered in England number 04434499.

Authorisation and Regulation
The insurer is authorised by the Prudential Regulation Authority and regulated by Prudential Regulation Authority the Financial Conduct Authority.

Express Gifts Ltd is authorised and regulated by the Financial Conduct Authority.

The scheme administrator, Direct Group Limited, is authorised and regulated by the Financial Conduct Authority.

Insurer's Liability
The liability of each insurer under this insurance is 100% of the liabilities attaching to the respective policy underwritten by that insurer. No insurer is jointly or otherwise responsible for any liability underwritten by another insurer.

This insurance is underwritten 100% by Lloyd's syndicates, and each member of the syndicates (rather than the syndicates themselves) is an insurer. Each member has underwritten a proportion of the total liability for the syndicate, which is the total of the proportions underwritten by all the members of the syndicate taken together. A member is liable only for that member's proportion and is not jointly liable for any other member's proportion.

The business address of each syndicate member is Lloyd's, 1 Lime Street, London EC3M 7HA. The identity of each member and their respective proportion may be obtained by writing to Market Services, Lloyd's, at the above address.

The Financial Services Compensation Scheme
The insurers are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the Scheme if the insurers are unable to meet its obligations to you under this contract.

Further information can be obtained from The Financial Services Compensation Scheme, 10th Floor, Beaufort House, 15 St Botolph Street, London EC3A 7QU Tel: 0800 678 1100 or 020 7741 4100.
Website: www.fscs.org.uk

Data Protection Act
Information you supply may be used for the purposes of insurance administration by the Data Controller (as defined under the Act). It may be disclosed to regulatory bodies for
the purposes of monitoring and/or enforcing compliance with any regulatory rules/codes.
Your information may also be used for crime prevention. For any of these purposes, your
information may be transferred to countries that do not have stringent data protection
laws. If this is necessary, the Data Controller will seek assurance from that party as to the
security surrounding the handling of your information before it proceeds.

If you give information about another person, in doing so you confirm that they have given
you permission to provide it to the Data Controller and for the Data Controller to be able
to process their personal data (including any sensitive personal data).

On payment of the appropriate fee you have the right to access, and if necessary, rectify
information held about you (this is known as a Subject Access Request). Please contact
the insurers' Compliance officer, in writing, to exercise these rights.

In assessing any claims made, the insurers, or their associated companies or agents, may
undertake checks against publicly available information (such as electoral roll, County
Court Judgments, bankruptcy or repossessions). Information may also be shared with
other insurers either directly or via those acting for the insurers (such as loss adjusters or
claims investigators).

When your insurance ends all information held about you (including information held
on systems) will be destroyed or erased after a period of 7 years. The Data Controller's
associated companies and agents will be advised to do the same.

Personal Data held on customers may be used for research and statistical purposes but
only with the explicit consent of the customer would this take place.

To assess the terms of the policy or handle claims which arise, the insurers may need to
collect data which the Data Protection Act defines as sensitive (such as medical history,
criminal convictions or employment records). Data protection laws impose specific
conditions in relation to sensitive information including, in some circumstances, the need
to obtain your explicit consent before the insurers process the information. When you
apply for this insurance, consent is given to the processing and transfer of information
described in this notice by the insurers and their agents. Without consent, the insurers would not be able to offer this insurance.

Law & legal proceedings applicable to this policy
Under the laws of the United Kingdom (England, Scotland, Wales and Northern Ireland) both you and the insurers may choose the law which applies to this contract, to the extent permitted by those laws. Unless you and the insurers agree otherwise, the law which applies to this contract is the law which applies to the part of the United Kingdom in which you live or, if you live in the Channel Islands or Isle of Man, the law of whichever of those two places you live.

Any legal proceedings between you and the insurers in connection with this contract will,
therefore, only take place in the courts of the part of the United Kingdom, the Channel Islands or the Isle of Man in which you live.

Safeguarding your premium and claim payments
All premium payments from you and due to the insurers for this policy will be held by the
scheme administrators on behalf of the insurers. The scheme administrators will also hold any claim benefits that are due to you from the insurers.
In this capacity the scheme administrators are acting as an authorised agent of the insurers. This means that once a premium is paid to the scheme administrators it is deemed to have been received by the insurers and that all claims benefits from the insurers are not deemed to have been paid until you have actually received them.

Certification
This policy wording and your quotation for Purchase Protection insurance are your full insurance policy documents. They are also evidence that you are covered under the Master Policy. The Master Policy is the contract that governs this insurance and which the insurers have agreed with Express Gifts Limited. A copy is available upon request. In return for payment of your premiums the insurers will insure you in accordance with the terms and conditions stated in these documents and which are confirmed in the Master Policy.

Section Seven

Policy definitions

The words and phrases listed below have the same meaning wherever they appear in this policy and are shown in italic type.

Accidental Damage
accidental physical breakage, destruction or failure of your product(s) due to an unforeseen event which causes physical damage to the product(s) and that prevents it from operating correctly.

Account”
the agreement between you and Express Gifts Limited under which you must make repayments every four weeks.

“Balance”
the amount outstanding on your account, including any purchases whether or not yet despatched but not yet charged to your account.

“Express Gifts”
means Studio and Ace catalogues, trading address: Express Gifts Limited, Express House, Clayton Business Park, Accrington, Lancashire, BB5 5JY.

“Period of cover” 
the 36 month period for which you are covered.

“Product”
the item you purchased from Express Gifts Limited that is covered under this policy

“Loss”
means that the item you purchased from Express Gifts Limited has been accidentally left by you in a location and you are permanently deprived of its use

“Robbery”
the unlawful taking of your product by a person using or threatening to use violence with the intention of permanently depriving you of possession of the product

“Start date”
the date that you agree to pay the premium for Purchase Protection cover.

“Theft”
the unlawful taking of your product by a person who intends to permanently deprive you of possession of the product

“You/your”

the person named on the account and theirpartner. This means their legally married spouse or registered civil partner under the Civil Partnership Act 2004, who permanently lives with the person named on the account, or a person who is permanently living with that person and has been for at least 6 months and the relationship is in the nature of a marriage even though it has not been legally formalised.

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Please note that this policy is no longer available. This wording is provided for information purposes for existing policyholders


About our Payment Protection Plus Property (PPP & P)



This product meets the demands and needs of those who wish to protect their purchases against accidental damage, accidental loss and theft and also their account balances in the event of unemployment, incapacity (accident or sickness) or death.

Payment Protection Plus Property Policy Summary



Key Facts logo - policy summary.

This document is a summary of cover only. The full terms and conditions are provided in the Policy Booklet (reproduced below) and where necessary references are made in this summary to specific sections of the Policy.

Type of insurance and cover
Payment Protection Plus Property is an optional insurance policy that can provide you and your partner with cover for life, disability (accident and sickness), hospitalisation or involuntary unemployment, to protect your account repayments payable to Express Gifts

Significant features and benefits

Cover OptionQualifying ConditionsBenefit Limit
Life
(Section Six)
You are under 75 years of age and you die during the period of cover, if there is a balance on your account at the time of your death or the account was paid in full up to 30 days prior to your death. We will pay the balance on your account at the date of your death, up to £10,000. We will also pay your estate £1,500 toward funeral expenses, or In the event of your death being as a result of bodily injury sustained in an accident, a benefit of £5,000 will instead be payable to your estate.
Accident or Sickness (Section Three) You are under 65 years of age and working and you become unable to work due to accident or sickness for at least 30 consecutive days. You will need to be under the regular care and attendance of a doctor. The maximum benefit payable every 4 weeks under the policy is 20% of the balance of your account at the date of your claim.
Involuntary Unemployment (Section Four) You are under 65 years of age, working and become unemployed for at least 30 consecutive days. You will need to register with the Employment Service. The maximum benefit payable every 4 weeks under the policy is 20% of the balance of your account at the date of your claim.
Hospitalisation (Section Five) You need to stay in hospital for at least 3 days in a row. Your hospitalisation must be certified by a doctor. The maximum benefit payable every 4 weeks under the policy is 20% of the balance of your account at the date of your claim. However, the first payment is due after just 3 days in hospital. The maximum benefit payable every 4 weeks under the policy is 20% of the balance of your account at the date of your claim. However, the first payment is due after just 3 days in hospital.
Product Cover (Section Two) You have purchased the products from Express Gifts Limited In the event of theft, accidental loss, robbery, accidental damage or damage due to standard perils, including damage or destruction due to storm, flood, lightning, earthquake, fire, smoke or explosion, where possible we will replace the product with a product of a value up to the original price you paid as shown on your invoice. If this is not possible, we will credit your account with the amount of the purchase price of the product. Products are covered for a maximum of 36 months provided that your account remains open, you do not miss making more than 3 payments of the 4-weekly premium and neither you nor Express Gifts has terminated the cover.


You should review the cover provided regularly to make sure that it remains suitable for your needs.

Duration of cover
You will be covered for 4 weeks from the start date and then for each further consecutive 4 week period for which the insurers accept a premium from you.

How much does this policy cost?
The insurance premium is paid 4-weekly and is 1.95% of the balance of your Studio/Ace catalogue account, including Insurance Premium Tax (IPT). The cumulative cost to a typical customer with an average balance is £61.78 over 27 months. If you do not maintain your minimum 4-weekly payments, future amounts owing on your account may contain additional interest charges on previously unpaid premiums but the most you will have to pay in any one month for your policy is 1.95% of your balance of your account.

How do I make a claim? (See Section Seven of the Policy)
If you need to make a claim, you must contact Express Gifts Limited on 0371 376 9961 to ask for a claim form. Further details on how to make a claim can be found in Section Seven of the policy. For claims for any theft, burglary, robbery, vandalism or malicious act, you must report the incident to the police within 24 hours, and receive written confirmation, including a crime reference number.

Cancellation and Amendment (See Section Eight of the Policy)
You can cancel your policy at any time and it will not affect your credit. Cheaper or more appropriate cover may be available from other providers. For impartial information about insurance, please visit the website at: https://www.moneyadviceservice.org.uk/en/articles/do-you-need-payment-protection-insurance-ppi [new window]

To cancel or amend your cover simply phone Express Gifts Limited on 0371 200 0378 or write to them. No premium will be refunded if you cancel after the "cooling-off period" because the premium is paid 4 weekly. The scheme administrators may, at their discretion, deduct the outstanding premiums from any claim.

Cancellation or amendment by the insurers - your rights
The insurers cannot change the terms and conditions, including the price, of the Insurance, during the current period of cover.

The insurers may terminate cover under this insurance by giving you at least 3 months written notice at your last known address. If a substitute Payment Protection Insurance scheme is being offered in place of this policy, 2 months written notice of termination or substitution will be given. If the insurers cancel cover under your policy no further premium will be payable by you and you will continue to receive any benefits for a valid claim if your claim date was before the date this policy was cancelled.

The insurers will give you at least 2 months written notice if it decides, or needs, to change your policy cover or the price of your insurance. The insurers will give you at least 2 months written notice of the change, sent to your last known address, although it may introduce changes immediately and advise you within 30 days of the change having been made if the change is favourable to you.

The insurers will only change your premium and/or the terms and conditions of your policy:

  • to make the terms or conditions of your policy more favourable to you;
  • to make minor changes to your policy wording that do not affect the nature of the cover and benefit provided such as changes to make the policy easier to understand;
  • to reflect changes in the law, in regulation (including any decision of a regulatory body), or to any code of practice or industry guidance affecting the insurers or your policy, to reflect changes to taxation applicable to your policy (including, but not limited to, insurance premium tax);
  • to reflect increases or reductions in the cost (or projected cost) of providing your insurance, including, but not limited to, increases or decreases caused by changes to the number, length, cost or timing of claims which the insurer, as part of its pricing policy, has assumed or projected will be made under the insurance;
  • to cover the cost of any changes to the cover/benefits provided under this insurance including, but not limited to, reductions in the time that you have to wait before a claim can be paid or the removal of one or more policy exclusion(s);
  • to cover the cost of changes to the systems, services or technology in support of this insurance

Once the insurers have made an alteration no further changes will be made to the terms and conditions or the premium for your policy for at least 6 months, unless the insurers are obliged to do so by law, regulation, any code of practice or industry guidance. Upon receiving notice of any changes or proposed changes, you may cancel cover if you are unhappy with the change or proposed change.

What should I do if I have a complaint? (See Section Nine of the Policy)
If your complaint is regarding your account or the sale of your policy, send details of your complaint to:
Express Gifts Limited, Express House, Clayton Business Park, Accrington, Lancashire, BB5 5JY, or phone 0371 376 9961, or E-Mail to contact@24studio.co.uk.

If your complaint is regarding your policy or claim, send details of your complaint to:

Direct Group Limited, Quay Point, Lakeside Boulevard, Doncaster, DN4 5PL, or email to Customer.Relations@directgroup.co.uk. The Insurers have internal complaints handling procedures that are available on request. In the event that you remain dissatisfied after referring to Express Gifts Limited or Direct Group Limited you can refer the matter to Lloyd's. The contact details are: Policyholder & Market Assistance, Lloyd's, Fidentia House, Walter Burke Way, Chatham Maritime, Kent ME4 4RN . Tel 020 7327 5693. Fax 020 7327 5225.
E-mail complaints@lloyds.com

Complaints that cannot be resolved by Lloyd’s may be referred to the Financial Ombudsman Service. Further details will be provided at the appropriate stage of the complaints process.

This complaints procedure is without prejudice to your right to take legal proceedings.

The Financial Services Compensation Scheme
The Insurers are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the Scheme if the Insurer is unable to meet its obligations to you under this contract.

Further information can be obtained from The Financial Services Compensation Scheme, 10th Floor, Beaufort House, 15 St Botolph Street, London EC3A 7QU Tel: 0800 678 1100 or 020 7741 4100. Website: www.fscs.org.uk [new window]

The insurers
The product is underwritten by syndicates at Lloyd's managed by ANV Syndicates Limited. Your policy and all claims will be administered by Direct Group Limited.

Express Gifts Limited, (trading as Studio and Ace catalogues) has arranged this insurance with the insurers.

Policy Booklet

What you ’ll find in this Policy Booklet

Section Number What It Tells You
One An introduction to your Payment Protection Plus
Property Insurance policy
Two Property insurance
What the policy covers & what benefit will be paid
Three Disability (accident and illness) insurance*
What the policy covers & what benefit will be paid
Four Unemployment insurance
What the policy covers & what benefit will be paid
Five Hospitalisation insurance*
What the policy covers & what benefit will be paid
Six Life insurance*
What the policy covers & what benefit will be paid
Seven How to make a claim
Eight Cancelling or Amending your policy
Cancellation or amendment by the insurers
- your rights
Nine The scheme administrators
Customer service and complaints
Ten The insurers
Regulatory and legal information
Eleven Policy definitions

IMPORTANT – YOUR INSURANCE DOCUMENTS

The rest of this policy booklet explains the full insurance terms, conditions
and exclusions of Express Gifts Payment Protection Plus Property Insurance. This booklet, together with your quotation for payment protection insurance, is your official Insurance Policy which is also your Evidence of Cover and it is a legal document. Please keep your insurance documents in a safe place.

Section One

An introduction to your Express Gifts Payment Protection Plus Property Insurance

Welcome to Express Gifts Payment Protection Plus Property Insurance. This policy booklet explains all the terms and conditions of this insurance. Certain words and phrases have the same meaning wherever they appear in this policy and are shown in italic type. They are listed and explained in Section Eleven – Policy Definitions.
The policy is designed to help protect your account repayments and your catalogue purchases. You will be covered for 4 weeks from the Start date and then for each further consecutive 4 week period for which the insurers accept a premium from you (see the table below).

Please note that you should continue to pay the 4 weekly premiums during a claim to ensure continuity of cover.

What the policy provides
Express Gifts Payment Protection Plus Property Insurance provides cover depending on your age and work status at the time of a claim. It can provide cover if you die, or if you become unable to work due to accident or illness (this is called "disability"), or due to unemployment through no fault of your own, or you need to go into hospital (as an inpatient). The policy provides cover to help protect your catalogue purchases. Your products are covered anywhere in the World for up to 36 months from the date you purchased them from Express Gifts Limited. However, you are only covered as long as you meet all the conditions described below, and you have paid the premium.

Benefit limits
The maximum level of life benefit on balances is £10,000. The funeral expense benefit is £1,500 or £5,000 for accidental death benefit.

Please note that the benefits paid by this insurance may, in some cases, affect your entitlement to certain state benefits. If you make a claim under this policy and also apply for any means tested state benefit, the Department for Work and Pensions/Benefits Agency may treat some of the claim payment as income when calculating your benefit entitlement.

Who to talk to
Express Gifts Payment Protection Plus Property Insurance is managed by Direct Group Limited, the scheme administrators. They have been chosen because they are specialists in this area of insurance with many years of experience.
The scheme administrators will be there to help you throughout the lifetime of your policy, answer any questions you might have about your policy, issue insurance documents and deal with your claim. Details about how to contact the scheme administrators are in Section Nine.

Understanding the cover
Certain words and phrases in this policy will have the same meaning wherever they appear. To make them easier to recognise when they are being used, they will be shown in italics. They will help you to understand the cover and are called Policy Definitions. You can find them all listed and explained in Section Eleven.
All insurance documentation and communication with you, whether written or spoken, will be in easy to understand English. If you have any disability that makes communication difficult, please tell the scheme administrators and they will be pleased to help.

To qualify for cover
You can take out Express Gifts Payment Protection Plus Property Insurance as long as, on the Start date of cover, you :

1. are at least 18 years old; and
2. hold an account with Express Gifts Limited; and
3. have agreed to pay the premium and live in the UK or a BFPO address; and
For cover which includes disability:
4. are not absent from work due to illness or injury (other than minor illnesses such as a cold or flu).

In addition to the cover for your products, the cover you have is based on your age and whether you work, as shown in the following table.

Who Is Covered?AgeWork StatusLife Disability UnemploymentHospitalisation
You and your husband, wife or partner 18 - 64WorkingYYYY
Not WorkingY  Y
65 - 74Does not applyY  Y
75 or overDoes not apply   Y


If you are aged between 18 and 64 and not working at the Start date, but you then find work, provided that you work for at least 30 days in a row, on day 31, the insurers will consider you to be working and you will qualify for the disability and unemployment cover as set out above. Your cover remains in place as long as your account has a balance. If you pay off your balance, cover will stop but will start automatically when your account has a balance again.

If you move abroad
If you move abroad or work abroad after your cover starts, please call the scheme administrators for advice on how this will affect your policy.

The "cooling off period"
If you decide that you do not want the insurance after all, simply return your quotation for payment protection insurance to Express Gifts Limited within 30 days of receiving it. All cover will be cancelled without charge.

When cover begins
Your cover will begin on the date shown on your quotation for payment protection insurance.

Fraudulent Claims or misleading information
The insurers take a robust approach to fraud prevention in order to keep premium rates down so that you do not have to pay for other people’s dishonesty. If any claim under this insurance is fraudulent or is intended to mislead, or if any misleading or fraudulent means are used by you or anyone acting on your behalf to obtain benefit under this insurance, your right to any benefit under this insurance will end, your policy will be cancelled and the insurers will be entitled to recover any benefit paid and costs incurred as a result of any such fraudulent or misleading claim. The insurers may also inform the police

To prevent fraud, insurers sometimes share information. Details about your insurance application and any claim you make may be exchanged between insurers.

Other insurances
If, at the date of claim, you hold any other similar insurance covering your account payments, the insurers will deduct the amount of any contribution due under the other insurance from the 4 weekly benefit.

Section Two

Property Insurance

What is meant by Property Insurance?
Your products are covered anywhere in the world for up to 36 months from the date you purchased them from Express Gifts Limited. You can claim for:

  • Accidental Damage
  • theft
  • robbery
  • accidental loss
  • standard perils including damage or destruction due to storm, flood, lightning, earthquake, fire, smoke or explosion.

If you have a balance on your account on the Start date of cover you will be covered for purchases made in the 6 months before the Start date provided that the Claim date is after the Start date.

What benefit is provided by the cover?
If your claim is agreed Express Gifts Limited will replace the product with an exact replacement if possible. If the original make and model of the product cannot be found Express Gifts Limited will replace it with a similar product up to the price you paid for the original product as shown on your original invoice. If no replacement can be found, your account will be credited up to the original purchase price.
You can choose a replacement product of a higher value than the original product but you will need to pay the difference in cost. Once a damaged product has been replaced, the original product will be owned by the insurers and if requested you must return the original product to Express Gifts Limited.

Cover for replacement products
Protection will continue for 36 months from the date of purchase of the original product, provided the policy remains in force. Should the original product be replaced following a valid claim, then the replacement product will be protected for the remainder of the 36 month period.

Section Three

Disability insurance (accident and illness)
This section will only apply if stated on your quotation for payment protection insurance.

What is meant by "disability"
Disability (or disabled) in this policy means being unfit to work because of an accident or illness. A doctor must issue you with official confirmation that you are totally unable to carry out the duties of your normal job. Your disability must begin after the Start date shown in your quotation for payment protection insurance and you cannot claim during any period of disability when you are receiving payment for any work you do (other than sick pay from your normal job).

If you become disabled during the period of insurance, you will be paid a full 4 weekly benefit payment once you have been unable to work for 28 days (excess period). You will qualify for 1/28th of the 4 weekly benefit for every day you remain disabled until the earliest of the following:-

  • the date on which you cease to be disabled or fail to provide proof that you are disabled;
  • the date on which you return to work
  • the balance you owed on your account on the date you became disabled (except any payments you have missed) has been paid in full;
  • the date on which you fail to pay your 4 weekly premiums when they become due;
  • the date you retire and have no intention of working again.

The scheme administrators will make payments directly to Express Gifts after each 28 days of disability.

Please note, however, that where your doctor has confirmed that you are permanently disabled, the balance on your account at the Claim date will be paid as a lump sum, and your policy will terminate. The amount of any outstanding 4 weekly premium payments due will be deducted from the lump sum. The scheme administrators will regard the first day of disability as the date from which a doctor certifies you as unable to work.

Does disability cover still apply if I go back to my job on temporarily reduced hours?
Yes. The insurers want to help you on your way back to full time work. So your claim will continue and the FULL 4 weekly benefit will continue to be paid for up to a maximum of 3 months, provided that:

1. you have already received at least one 4 weekly benefit for your disability claim and
2. your doctor continues to issue official certification confirming that you totally unable to carry out the duties of your normal job and confirming the number of hours(or days) that have been agreed. This must be no more than 75% of your normal hours and
3. your reduced hours (or days) do not become permanent.

Will I be able to claim for medical conditions I already have?
Yes, but in order to claim you must be able to prove that you have been symptom free and have not consulted a doctor about the condition for a period of 12 months in a row. (See exclusion 1. below and the definition of ‘pre-existing condition’ in section seven.)

If your claim changes
If you are insured for both disability and unemployment and the reason why you are claiming changes from disability to unemployment this will not be treated as a new claim but will be treated as a continuation of the original claim.

Making further claims
If you need to make another disability claim, you must be working for 180 days in a row between your last disability claim and the next one. If two periods of disability are separated by less than 90 days, the insurers will treat this as one continuous claim and no Claim excess period will apply. However, the insurers will not pay for any time you were working between these periods.

Section Four

Unemployment Insurance
This section will only apply if stated on your quotation for payment protection insurance.

What is meant by "unemployment"
Unemployment (or unemployed) in this policy means being without paid work through no fault of your own. In this policy the benefits available for unemployment also apply if you give up work to become a carer.

Benefit is not payable for any period for which you are entitled to 'Payment in lieu of notice' (please note that this includes compensation under a compromise agreement as explained within the definition in Section Ten).

This applies whether or not you have registered as unemployed before the date your notice period ends. Unemployment cover varies depending on the type of employment contract you had when you were made unemployed, that is, whether you held a Permanent contract or a Fixed-term contract or if you were self-employed.

1. If you held a Permanent contract
you are covered if you lost your job because of Compulsory redundancy or dismissal, as long as it was not for misconduct.

2. If you held a Fixed-term contract
(a) you are covered if your employer ends your contract early and did not renew it again, as long as your employer had originally intended the contract to be renewable and either you had an annual contract and it had already been renewed at least once or you had worked for that employer for at least two continuous years or were previously employed by them under a Permanent contract or you had worked for that employer on a contract of at least six months and it had been renewed at least twice.
(b) if your contract and work record with your employer were not as described in (a) above, you are covered only if your employer ends your contract early (not if they did not renew it when it reached its end date), and please note that benefit will not be paid after the normal end date of your contract.

3. If you were self-employed
If you are self-employed, to claim for unemployment, three specific conditions apply. You need to:

  • have ceased trading because you could not find enough work to meet your day to day business and living expenses, and
  • have declared the above to HM Revenue & Customs, and
  • provide the scheme administrators with a copy of your signed Jobseeker’s Agreement and ongoing proof that you are registered as unemployed with the Department of Work and Pensions, or provide suitable alternative proof of unemployment.

If, under the conditions of this insurance you are not self-employed, all other terms, conditions and exclusions of this policy will apply. In any event you will need to have a Jobseeker’s Agreement for the whole time you are claiming.

Government supported training
You can undertake government supported training during an unemployment claim, without the claim being affected, provided that you still have a Jobseeker’s Agreement and can provide evidence that you are still actively seeking work.

How the policy pays out for unemployment claims

Claim date
The Claim date means the date your claim starts. It is the date you first register with the Employment Services in the United Kingdom (or any other Office acceptable to the insurer) as unemployed. If you receive a payment instead of working a notice period your claim cannot start until that notice period is over whether you have registered with the Employment Services or not. If your unemployment claim is because you have given up work to become a carer, the Claim date is the effective date shown on your Award Notice.

Payment of Benefit
You will be paid a full 4 weekly benefit payment once you have been unable to work for 28 days (Claim excess period). You will qualify for 1/28th of the 4 weekly benefit for each further day you are unemployed until the first of the following happens:

1. you return to work;
2. the balance you owed on your account on the date you became unemployed (except any payments you have missed) has been paid in full;
3. your 65th birthday. However, where you have a valid claim in progress on this date, or if an event has occurred prior to this date which leads to a valid claim, the insurers will accept and/or continue to pay your claim until it would otherwise have ended under the terms and conditions of your policy;
4. you retire from work and do not plan to work again;
5. if you are a carer, the date you no longer have a valid Award Notice.

The scheme administrators will make payments directly to Express Gifts after each 28 days of unemployment.

If your claim changes
If you are insured for both unemployment and disability and the reason why you are claiming changes from unemployment to disability this will not be treated as a new claim but will be treated as a continuation of the original claim and the maximum claim amount will apply to the claim as a whole.

Making further claims
If you need to make another unemployment claim, you must be working for 180 days in a row between your last unemployment claim and the next one. If two periods of unemployment are separated by less than 90 days, the insurers will treat this as one continuous claim and no Claim excess period will apply. However, the insurers will not pay for any time you were working between these periods.

Temporary earnings during an unemployment claim
If during an unemployment claim you have the opportunity of temporary employment, the insurers can simply suspend your claim and will let you know how long your claim will be suspended for. Please keep the scheme administrators informed so that you can take full advantage of Express Gifts Payment Protection Plus Property Insurance.

Section Five

Hospitalisation Insurance
This section will only apply if stated on your quotation for payment protection insurance.

What is meant by "hospitalisation"
Hospitalisation means being confined to a hospital following recommendation by a doctor as a result of physical injury or illness. If you are hospitalised during the period of insurance, you will be paid a full 4 weekly benefit payment once you have been in hospital for 3 days (excess period). You will qualify for 1/28th of the 4 weekly benefit for every day you remain in hospital until the earliest of the following:-

  • the date on which you leave hospital or fail to provide proof that you are hospitalised; or
  • the date on which you return to work; or
  • the balance you owed on your account on the date you became hospitalised (except any payments you have missed) has been paid in full; or
  • the date on which you fail to pay your 4 weekly premiums when they become due; or
  • the date you retire and have no intention of working again.

The scheme administrators will make payments directly to Express Gifts after each 28 days of disability.
The scheme administrators will regard the first day of hospitalisation as the date from which a doctor certifies you as being hospitalised.

Will I be able to claim for medical conditions I already have?
Yes, but in order to claim you must be able to prove that you have been symptom free and have not consulted a doctor about the condition for a period of 12 months in a row. (See exclusion 1. below and the definition of ‘pre-existing condition’ in section seven.)

Making further claims
If you need to make another hospitalisation claim, there must be 180 days in a row between your last hospitalisation claim and the next one. If two periods of hospitalisation are separated by less than 90 days, the insurers will treat this as one continuous claim and no Claim excess period will apply.

Section Six

Life Insurance
This section will only apply if stated on your quotation for payment protection insurance and if there is a balance on your account at the time of your death or the account was paid in full up to 30 days prior to your death.

If you die before the age of 75, the insurers will pay Express Gifts the balance on your account at the date of your death (except any payments you have missed) up to £10,000.

The insurers will also pay to your estate £1,500 towards funeral expenses.

In the event of your death being as a result of Bodily injury sustained in an accident, a benefit of £5,000 will instead be payable to your estate.

Section Seven

How to make a claim

Step one – how to notify your claim
Read this policy first so that you are satisfied that you are covered for the claim you want to make. To request a claims form contact Express Gifts Limited on 0371 376 9961, by post to Express Gifts Limited, Express House, Clayton Business Park, Accrington, Lancashire, BB5 5JY, or by email to contact@24studio.co.uk.

If you are not sure whether you can claim, please contact the scheme administrators who will be happy to help you . They can be contacted by post to Direct Group Limited, PO Box 1190, DONCASTER, DN1 9PS, or by telephone on 0844 4124100 or by email to customer.relations@directgroup.co.uk.

Step two – after your claim is notified
Fill in the claim form and return it to the scheme administrators as soon as possible, they will then handle your claim directly with you .

The claim form includes helpful information about any other documents you need to send in and what you should do during your claim. Please read the notes carefully as they will help your claim to be handled fairly and promptly. If you need any help to fill in the claim form, please talk to the scheme administrators. They can be contacted by post to Direct Group Limited, PO Box 1190, DONCASTER, DN1 9PS, or by telephone on 0844 4124100 or by email to customer.relations@directgroup.co.uk.

Step three – the claims procedure
The tables that follow are a guide to help you understand what you need to do throughout your claim and any documents you may need to provide.

Following the procedures and any instructions or advice you are given by the scheme administrators will help your claim to run smoothly. If you do not follow the procedures and any other instructions or advice you are given your claim may be delayed or remain unpaid.

Important – costs you have in providing proof as part of your claim.
The cost of providing proof of your claim is your responsibility.

N.B. For life claims, your personal representative should act for your estate.

What you need to do to make a product claim
1. For claims due to theft, burglary, robbery, vandalism or malicious act, report the incident to the police within 24 hours and receive written confirmation including a crime reference number
2. Contact Express Gifts Limited within 30 days and ask for a claim form by calling 0371 376 9961, by post to Express Gifts Limited, Express House, Clayton Business Park, Accrington, Lancashire, BB5 5JY, or by email to contact@24studio.co.uk.
3. Complete the claim form and send it to the scheme administrators to Direct Group Limited, PO Box 1190, DONCASTER, DN1 9PS.

What documents you may need to produce
1. Completed claim form (this is essential).
2. Written confirmation of the crime reference number from the police.

What you need to do to make a disability claim
1. See a doctor.
2. Contact Express Gifts Limited within 30 days and ask for a claim form by calling 0371 376 9961, by post to Express Gifts Limited, Express House, Clayton Business Park, Accrington, Lancashire, BB5 5JY, or by email to contact@24studio.co.uk.
3. Complete the claim form and send it to the scheme administrators to Direct Group Limited, PO Box 1190, DONCASTER, DN1 9PS.
4. Throughout your claim you need to show that you are certified by a doctor as unfit for work. The scheme administrators will send you a continuation claim form each month which includes a declaration that you have not worked between claim payments.

What documents you may need to produce
1. Completed claim form (this is essential).
2. Official certification from your doctor that you are totally unable to carry out the duties of your normal job for the period you are claiming.
3. Continuation claim form (provided by the scheme administrators).

What you need to do to make an unemployment claim
1. Register with the Employment Services in the United Kingdom as unemployed or with the Department for Work and Pensions as a carer. Have a Job Seeker’s Agreement and be receiving any unemployment benefit or National Insurance Credits you are entitled to. If you have given up work to become a carer you need to be receiving Carer’s Allowance.
2. Contact Express Gifts Limited within 30 days and ask for a claim form by calling 0371 376 9961, by post to Express Gifts Limited, Express House, Clayton Business Park, Accrington, Lancashire, BB5 5JY, or by email to contact@24studio.co.uk.
3. Arrange the completion of the claim form and send it back to the scheme administrators to Direct Group Limited, Direct House, PO Box 1190, DONCASTER, DN1 9PS.
4. Throughout your claim you need to show that you are still unemployed and looking for new work, (unless you have given up work to become a carer, in which case you need to show that you are still in receipt of Carer’s Allowance) so that benefit under this policy can continue to be paid.

What documents you may need to produce
1. Completed claim form (this is essential).
2. Job Seeker’s Agreement/Award Notice in respect of Carer’s Allowance, Redundancy notice/severance letter and your P45.
3. Continuation claim form (provided by the scheme administrators).

Confirmation from the Employment Services that you are still registered as unemployed and any other evidence required by the scheme administrators to show that you are looking for new work or confirmation from the Department for Work and Pensions that you are still a carer.

If you were self-employed you will need to show that you have ceased trading because you could not find enough work to meet all your reasonable business and living expenses and be able to show that HM Revenue & Customs is aware that you have ceased trading.

Any other evidence required by the scheme administrators to show that you are still looking for new work.

What you need to do to make a hospitalisation claim
1. A doctor must confirm your period of hospitalisation
2. Contact Express Gifts Limited within 30 days and ask for a claim form by calling 0371 376 9961, by post to Express Gifts Limited, Express House, Clayton Business Park, Accrington, Lancashire, BB5 5JY, or by email to contact@24studio.co.uk.
3. Complete the claim form and send it to the scheme administrators to Direct Group Limited, PO Box 1190, DONCASTER, DN1 9PS.
4. Throughout your claim you need to show that you are certified by a doctor as being hospitalised. The scheme administrators will send you a continuation claim form each month.

What documents you may need to produce
1. Completed claim form (this is essential).
2. Medical certificates for the period you are claiming.
3. Continuation claim form (provided by the scheme administrators).

What needs to be done to make a death claim
1. Contact Express Gifts Limited within 90 days and ask for a claim form.
2. Complete the claim form and send it to the scheme administrators.

What documents will need to be produced
1. Completed claim form (this is essential).
2. Original Death certificate.

Section Eight

Cancelling or amending your policy - your rights

Period of cover
You will be covered for 4 weeks from the Start date as set out in the policy schedule and the insurers will renew the policy for each further consecutive 4 weekly period for which the insurers accept a premium.

Cancellation

Automatic cancellation
Your cover ends automatically when any of the following happens:

  • for unemployment and disability cover, your 65th birthday; However, where you have a valid claim in progress on this date, or if an event has occurred prior to this date which leads to a valid claim, the insurers will accept and/or continue to pay your claim until it would otherwise have ended under the terms and conditions of your policy;
  • for life cover, your 75th birthday;
  • the date your account is closed, by you or by Express Gifts Limited;
  • you do not pay your 4 weekly premium for three 4 weekly periods;
  • the policy is cancelled by you ;

Cancellation by you
You can cancel your policy at any time and it will not affect your credit. Cheaper or more appropriate cover may be available from other providers. For impartial information about insurance, please visit the website at: https://www.moneyadviceservice.org.uk/en/articles/do-you-need-paymentprotection-insurance-ppi [new window]

You can cancel the cover at any time. If you are a Studio customer you can phone on 0371 200 0378, or email to contact@24studio.co.uk. Alternatively you can write to us at Express House, Clayton Business Park, Accrington, BB5 5JY. No premium will be refunded if you cancel after the "cooling-off period" because the premium is paid 4 weekly. The scheme administrators may, at their discretion, deduct the outstanding premiums from any claim.

Cancellation or amendment by the insurers – your rights
The insurers cannot change the terms and conditions, including the price, of Express Gifts Payment Protection Plus Property Insurance, during the current Period of cover.

The insurers may terminate cover under this insurance by giving you at least 3 months written notice at your last known address. If a substitute Payment Protection Insurance scheme is being offered in place of this policy, 2 months written notice of termination or substitution will be given. If the insurers cancel cover under your policy no further premium will be payable by you and you will continue to receive any benefits for a valid claim if your Claim date was before the date this policy was cancelled.

Amendments

Change of circumstances
The insurers recommend that you review your personal circumstances from time to time to make sure that this insurance is still suitable for you and that you would still be able to claim. If you want any advice about how any change in your personal circumstances will affect your cover you should contact the scheme administrators on 0844 412 4100.

Changing your policy
Please contact the scheme administrators on 0844 412 4100 if you need to change the cover you have. They will tell you what to do.

The insurer’s right to change your cover or the price of your insurance
The insurers will give you at least 2 months written notice if it decides, or needs, to change your policy cover or the price of your insurance. The insurers will give you at least 2 months written notice of the change, sent to your last known address, although it may introduce changes immediately and advise you within 30 days of the change having been made if the change is favourable to you.

The insurers will only change your premium and/or the terms and conditions of your policy for the following reasons:

  • to make the terms or conditions of your policy more favourable to you ;
  • to make minor changes to your policy wording that do not affect the nature of the cover and benefit provided such as changes to make the policy easier to understand;
  • to reflect changes in the law, in regulation (including any decision of a regulatory body), or to any code of practice or industry guidance affecting the insurers or your policy, to reflect changes to taxation applicable to your policy (including, but not limited to, insurance premium tax);
  • to reflect increases or reductions in the cost (or projected cost) of providing your insurance, including, but not limited to, increases or decreases caused by changes to the number, length, cost or timing of claims which the insurer, as part of its pricing policy, has assumed or projected will be made under the insurance;
  • to cover the cost of any changes to the cover/benefits provided under this insurance including, but not limited to, reductions in the time that you have to wait before a claim can be paid or the removal of one or more policy exclusion(s);
  • to cover the cost of changes to the systems, services or technology in support of this insurance.

Once the insurers have made an alteration no further changes will be made to the terms and conditions or the premium for your policy for at least 6 months, unless the insurers are obliged to do so by law, regulation, any code of practice or industry guidance.

Upon receiving notice of any changes or proposed changes, you may cancel cover if you are unhappy with the change or proposed change.

Section Nine

The scheme administrators

Customer service and complaints

The scheme administrators
Direct Group Limited has been appointed as the scheme administrators for Express Gifts Payment Protection Plus Property Insurance. They have been chosen because they are specialists in this area of insurance with many years of experience and will give you all the help and advice you need throughout the lifetime of your policy.

The scheme administrators will be there to:

  • answer any questions you have about the insurance cover and terms;
  • issue your policy and policy schedule;
  • deal with your claim.

Customer service
The scheme administrators are dedicated to providing you with a high quality service at all times. Every effort will be made to sort out any enquiry or problem that you may have.

How to complain
If your complaint is regarding your account or the sale of your policy, send details of your complaint to:
Express Gifts Limited,
Express House,
Clayton Business Park,
Accrington,
Lancashire,
BB5 5JY.
Phone: 0371 376 9961
E-Mail: contact@24studio.co.uk

If you wish to make a complaint about any other aspect of your policy, the premiums or about any claims matter please contact the schemeadministrators. Contact details are shown below.

Direct Group Limited
Quay Point
Lakeside Boulevard
Doncaster
DN4 5PL
Phone: 0844 412 4100
Fax: 0844 412 4158
E-mail: customer.relations@directgroup.co.uk

If you are not happy with the way your complaint has been dealt with by the scheme administrators you can refer the matter to Lloyd's at:
Policyholder & Market Assistance
Lloyd's
Fidentia House
Walter Burke Way
Chatham Maritime
Kent ME4 4RN
Phone: 020 7327 5693
Fax: 020 7327 5225
E-mail: complaints@lloyds.com

Complaints that cannot be resolved by Express Gifts Limited, the scheme administrators or Lloyd’s may be referred to:
The Financial Ombudsman Service
Exchange Tower,
London E14 9SR.
Phone: 0800 0 234 567
Calls to this number are normally free if you are calling from a ‘fixed line’ phone (e.g. a landline at home) – but charges may apply if you call from a mobile phone.
Phone: 0300 123 9123
Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs.

These numbers may not be available from outside the UK – so if you are calling from abroad please telephone on +44 20 7964 0500.
Further details will be provided at the appropriate stage of the complaints process. The scheme administrators have internal complaints handling procedures which you can ask to see.

This complaints procedure does not affect your legal rights.

Section Ten

The insurers & regulatory and legal information

The Insurers
Express Gifts Payment Protection Plus Property Insurance is underwritten by ANV, Lloyd's Syndicate 5820 and Lloyd’s Syndicate 779. The Lloyd's Managing Agent for Lloyd's Syndicates 5820 and 779 is ANV Syndicates Limited. It is entered in the Register of Lloyd's Managing Agents. Registered Office: 47 Mark Lane, London, EC3R 7QQ. Registered in England number 04434499.

Authorisation and Regulation
The insurer is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

Express Gifts Ltd is authorised and regulated by the Financial Conduct Authority.

The scheme administrator, Direct Group Limited, is authorised and regulated by the Financial Conduct Authority.

Insurer’s Liability
The liability of each insurer under this insurance is 100% of the liabilities attaching to the respective policy underwritten by that insurer. No insurer is jointly or otherwise responsible for any liability underwritten by another insurer. This insurance is underwritten 100% by Lloyd’s syndicates, and each member of the syndicates (rather than the syndicates themselves) is an insurer. Each member has underwritten a proportion of the total liability for the syndicate, which is the total of the proportions underwritten by all the members of the syndicate taken together. A member is liable only for that member’s proportion and is not jointly liable for any other member’s proportion.

The business address of each syndicate member is Lloyd’s, 1 Lime Street, London EC3M 7HA. The identity of each member and their respective proportion may be obtained by writing to Market Services, Lloyd’s, at the above address.

The Financial Services Compensation Scheme
The insurers are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the Scheme if the insurers are unable to meet its obligations to you under this contract.

Further information can be obtained from The Financial Services Compensation Scheme, 10th Floor, Beaufort House, 15 St Botolph Street, London EC3A 7QU Tel: 0800 678 1100 or 020 7741 4100. Website: www.fscs.org.uk [new window]

Data Protection Act
Information you supply may be used for the purposes of insurance administration by the Data Controller (as defined under the Act). It may be disclosed to regulatory bodies for the purposes of monitoring and/or enforcing compliance with any regulatory rules/codes.

Your information may also be used for crime prevention. For any of these purposes, your information may be transferred to countries that do not have stringent data protection laws. If this is necessary, the Data Controller will seek assurance from that party as to the security surrounding the handling of your information before it proceeds.

If you give information about another person, in doing so you confirm that they have given you permission to provide it to the Data Controller and for the Data Controller to be able to process their personal data (including any sensitive personal data).

On payment of the appropriate fee you have the right to access, and if necessary, rectify information held about you (this is known as a Subject Access Request). Please contact the insurers’ Compliance officer, in writing, to exercise these rights.

In assessing any claims made, the insurers, or their associated companies or agents, may undertake checks against publicly available information (such as electoral roll, County Court Judgments, bankruptcy or repossessions). Information may also be shared with other insurers either directly or via those acting for the insurers (such as loss adjusters or claims investigators).

When your insurance ends all information held about you (including information held on systems) will be destroyed or erased after a period of 7 years. The Data Controller’s associated companies and agents will be advised to do the same.

Personal Data held on customers may be used for research and statistical purposes but only with the explicit consent of the customer would this take place.

To assess the terms of the policy or handle claims which arise, the insurers may need to collect data which the Data Protection Act defines as sensitive (such as medical history, criminal convictions or employment records). Data protection laws impose specific conditions in relation to sensitive information including, in some circumstances, the need to obtain your explicit consent before the insurers process the information. When you apply for this insurance, consent is given to the processing and transfer of information described in this notice by the insurers and their agents. Without consent, the insurers would not be able to offer this insurance.

Law & legal proceedings applicable to this policy
Under the laws of the United Kingdom (England, Scotland, Wales and Northern Ireland) both you and the insurers may choose the law which applies to this contract, to the extent permitted by those laws. Unless you and the insurers agree otherwise, the law which applies to this contract is the law which applies to the part of the United Kingdom in which you live or, if you live in the Channel Islands or Isle of Man, the law of whichever of those two places you live.

Any legal proceedings between you and the insurers in connection with this contract will, therefore, only take place in the courts of the part of the United Kingdom, the Channel Islands or the Isle of Man in which you live.

Safeguarding your premium and claim payments
All premium payments from you and due to the insurers for this policy will be held by the scheme administrators on behalf of the insurers. The scheme administrators will also hold any claim benefits that are due to you from the insurers.

In this capacity the scheme administrators are acting as an authorised agent of the insurers. This means that once a premium is paid to the scheme administrators it is deemed to have been received by the insurers and that all claims benefits from the insurers are not deemed to have been paid until you have actually received them.

Certification
This policy wording and your quotation for payment protection insurance are your full insurance policy documents. They are also evidence that you are covered under the Master Policy. The Master Policy is the contract that governs this insurance and which the insurers have agreed with Express Gifts Limited. A copy is available upon request. In return for payment of your premiums the insurers will insure you in accordance with the terms and conditions stated in these documents and which are confirmed in the Master Policy.

Section Eleven

Policy definitions

The words and phrases listed below have the same meaning wherever they appear in this policy and are shown in italic type.

"4 weekly benefit"
the maximum benefit payable every 4 weeks under the policy, which is 20% of the outstanding balance of your account less arrears, on the Claim date or the first date on which you were made aware of any unemployment, disability or hospitalisation, whichever is the earlier.

"Accidental Damage"
accidental physical breakage, destruction or failure of your product(s) due to an unforeseen event which causes physical damage to the product(s) and that prevents it from operating correctly.

"Accident/accidental"
A sudden and unforeseen event which happens by chance and results in Bodily injury to an insured.

"Bodily injury"
Bodily injury resulting solely from external, violent and visible means but excluding sickness or disease or any naturally occurring condition or degenerative process.

"Account"
the agreement between you and Express Gifts Limited under which you must make repayments every four weeks.

"Balance"
the amount outstanding on your account, including any purchases whether or not yet despatched but not yet charged to your account.

"Carer"
being a full-time carer and in receipt of Carer’s Allowance from the Department for Work and Pensions.

"Claim date"
the date your claim starts:

  • for disability claims it is the date you are first issued with a official
    certification by a doctor that you are totally unable to carry out the duties
    of your normal job;
  • for unemployment claims it is the date you first register with the
    Employment Services in the United Kingdom (or any other Office
    acceptable to the insurer) as unemployed;
  • for hospitalisation it is the date you were first confined to a hospital on the
    recommendation of a doctor;
  • for life cover it is the date of your death.

Please note that if you receive a payment instead of completing a notice period your claim cannot start until that notice period ends, whether or not you have already registered as unemployed. If your unemployment claim is due to you giving up work to become a full-time carer, it is the effective date shown on your Award Notice.

"Claim excess period"
the number of consecutive days of disability, unemployment or hospitalisation immediately following the Claim date during which no benefit will be payable.

  • for disability and unemployment claims it is 28 days;
  • for hospitalisation claims it is 3 days.

"Compulsory redundancy"
receiving written notice from your employer that the Permanent contract of employment you held is being terminated against your wishes because either:

  • your employer has stopped trading (or soon will do) either totally or just in the place they employed you ; or
  • your employer has decided that the specific job you do for them is (or soon will be) no longer needed.

(Please remember that if you take voluntary redundancy you will not be able to claim.)

"Consultant"
a medical specialist practising in the United Kingdom who is a member of a Royal College and is registered with the General Medical Council and is not you, a relative or close friend.

"Disability/disabled"
being unfit to work because of an accident or illness. This must be certified by a doctor and leave you totally unable to carry out your normal occupation.

"Doctor"
a Registered Medical Practitioner in the United Kingdom or any other physician acceptable to the insurer.

"Express Gifts"
means Studio and Ace catalogues, trading address: Express Gifts Limited, Express House, Clayton Business Park, Accrington, Lancashire, BB5 5JY.

"Fixed-term contract"
a formal written contract of employment which is for a specific term.

"Full-time employment"
you are working for at least 16 hours a week in the United Kingdom either under a contract of employment or as self-employed. You must be receiving a salary or wages and be paying the appropriate class of National Insurance contributions. If you have more than one job, the hours you work for each job will be added together.

"Hospital"
a lawfully operated establishment which has accommodation for resident patients (other than a convalescent, nursing or rest home or a similar section of a hospital) with facilities for diagnosis and which provides 24 hour a day nursing services by registered nurses.

"Hospitalisation/hospitalised"
being confined to a hospital following the recommendation of a doctor to receive necessary medical or surgical treatment

"Notified"
you receive official notification (either writer or verbal) from your employer that your job is being made redundant.

"Payment in lieu of notice"
one of the following:
a) any payment you receive that relates to the notice period your employer should have given you under your contract of employment or letter of appointment; or
b) any part of a compensation payment for loss of office (including any part of a payment under a compromise agreement) that is directly or indirectly related to the notice period your employer should have given you under your contract of employment or letter of appointment.

"Period of cover"
the 4 week period for which you are covered. You will be covered for 4 weeks from the Start date as set out in the policy schedule and the insurers will renew the policy for each further consecutive 4 weekly period for which the insurers accept a premium.

"Permanent contract"
a formal written open ended contract of employment with no specific termination date and which could continue until you retire.

"Product"
the item you purchased from Express Gifts Limited that is covered under this policy

"Loss"
means that the item you purchased from Express Gifts Limited has been accidentally left by you in a location and you are permanently deprived of its use

"Robbery"
the unlawful taking of your product by a person using or threatening to use violence with the intention of permanently depriving you of possession of the product

"Self-employment/self-employed"
a sole trader, director or partner or a shareholder of 25% or more in a company which employs you . The insurers will also consider you to be selfemployed if you are employed in a company or business where your husband, wife, the person you live with as if you were married, civil partner, parent, child, brother or sister meet any of these conditions.

"Start date"
the date your cover starts as shown on your quotation for payment protection insurance.

"Theft"
the unlawful taking of your product by a person who intends to permanently deprive you of possession of the product

"Unemployment/unemployed"
being without paid work through no fault of your own. This includes giving up work to become a carer. If your unemployment follows Self-employment, then in addition to the above, you must also have permanently ceased to trade (as confirmed by your accountant and HM Revenue & Customs).

"Work/working/worked"
receiving payment for working at least 16 hours per week under a Permanent contract or a Fixed-term contract or as self-employed. A period of maternity leave will still count as work. If you have more than one job, the hours you work for each job will be added together.

"You/your"
the person named on the account and their partner. This means their legally married spouse or registered civil partner under the Civil Partnership Act 2004, who permanently lives with the person named on the account, or a person who is permanently living with that person and has been for at least 6 months and the relationship is in the nature of a marriage even though it has not been legally formalised.

The following guide has been produced by the Association of British Insurers: a general guide to payment protection insurance (PPI) [new window]

 

If you think that you have been mis-sold Payment Protection Insurance on any financial product our advice is to make the claim yourself. This is also the stated view of the Financial Ombudsman Service.

We would strongly advise you to avoid using a claims handling firm – they are unlikely to make the process any quicker or to make any difference to the success of your claim, and they could charge you a substantial portion – 25% to 30% is typical – of any money due to you .

If you wish to make a complaint about your PPI, you can do so in several ways. There is no need to use a claims management company to complain – it is easiest to make complaints directly to us. Claims management companies usually take a fee or percentage of any compensation you are paid; however, your complaint is not dealt with differently or any more quickly.

You can call us on 0371 376 9961 or write to us at:
Studio
Customer Care Department
Preston
Lancs
PR0 2BP

We may ask you to complete a PPI questionnaire form from the Financial Ombudsman Service. These forms are available from the Ombudsman's website. Sending us this completed form will ensure that we have the information needed to process your complaint efficiently and as quickly as possible.



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About Our Product Replacement or Breakdown Plan

Product Replacement or Breakdown Plan



1. INTRODUCTION
1.1       This document sets out the benefits, conditions and exclusions of Your Product Replacement or Breakdown Plan. This plan has been arranged by Express Gifts Limited and underwritten by Enterprise Insurance Company PLC (The Insurer), registered in Gibraltar No 89698, whose registered office is Suite 3, 2nd Floor, Icom House, 1-5 Irish Town, Gibraltar. Enterprise Insurance Company PLC is authorised and regulated by the Financial Services Commission in Gibraltar and is licensed to operate in the United Kingdom by the Financial Conduct Authority, Financial Services Register number 402277. This insurance is administered and claims are handled on behalf of The Insurer by Business & Domestic Administration Services which is a trading style of Motorway Direct PLC. Motorway Direct PLC is authorised and regulated by the Financial Conduct Authority (FCA), Financial Services Register number 311741. Registered Office; Warranty House, Savile Street East, Don Valley, Sheffield, South Yorkshire S4 7UQ. Registered in England & Wales No. 03222540. Group VAT registration: 804 0501 84. If You have any questions please contact Express Gifts Limited.
1.2.      Copies of this plan can be made available, on request, in alternative media forms as required under the Disability Discrimination legislation. Please contact Us for more details.
1.3       This plan covers the Product specified in the schedule and only applies when:
1.3.1.      The manufacturer’s warranty expires; and
1.3.2.      You have purchased this plan;
1.4.      The period of cover is shown in your schedule of insurance. Certain conditions and exclusions also apply – see sections 4, 5 and 6 below.
1.5.      Certain words and phrases have special meanings. These are explained in the Definitions section of this document.

2. DEFINITIONS
2.1.      In this document the following words and phrases are in Bold and have the meanings shown after them:
2.1.1.      Express Gifts Limited - The parent company for Studio.
2.1.2.      Product/s - the item/s You have purchased from Express Gifts Limited that are covered under this plan.
2.1.3.      Purchase Price - the amount You originally paid for the Product.
2.1.4.      Sum Insured - the price You paid for Your Products or the full selling price of the Product purchased, whichever is the lesser amount
2.1.5.      The Insurer/They/Their - Enterprise Insurance Company PLC.
2.1.6.      UK - England, Scotland, Wales, Northern Ireland, the Channel Islands and the Isle of Man.
2.1.7.      We, Us, Our - Business & Domestic Administration Services.
2.1.8.      You - the person named on the schedule.
2.1.9.      Your - belonging to You.

3. WHAT THIS PLAN COVERS
3.1.      This plan covers the Product specified in the schedule and provides You with a repair or replacement when it breaks down and fails to operate as intended by the manufacturer.
3.2.      This plan only applies to domestic appliances and that were originally designed for domestic use.
3.3.      The breakdown must be entirely due to a sudden and unforeseen internal mechanical or electrical defect causing the actual breaking or burning out of a part.
3.4.      The breakdown must have occurred while the Product was in the UK.
3.5.      In the event of a valid breakdown claim:
3.5.1.      If Your Product has an original Purchase Price of £200 or less, The Insurer will provide an exact replacement, or if this is not possible, They will provide a product of like kind and quality from Express Gifts Limited.
3.5.2.      If Your Product has an original Purchase Price in excess of £200, then The Insurer will pay the cost of repairing your Product. If We are unable to repair your Product then They will provide you with an exact replacement or, if this is not possible, a product of like kind and quality from Express Gifts Limited.
3.5.3.      If no replacement can be found, at The Insurer’s discretion We will arrange for a credit to be applied to the account through which the original purchase was made. However, The Insurer will only pay the Purchase Price of the Product, or £1000, whichever is lower.

4. WHAT THIS PLAN DOES NOT COVER
4.1.      This plan does not cover:
4.1.1.      Electrical or mechanical breakdown for which the manufacturer, supplier or any other person may be held responsible under the terms of any guarantee or warranty;
4.1.2.      Cosmetic Damage;
4.1.3.      Consumable items including but not limited to discs, records, tapes, styli, cartridges, software, aerials or aerial sockets, air or water filters, light bulbs, plugs, fuses, batteries, disposable bags, belts, brushes or tools;
4.1.4.      Breakdown caused by external means, malicious damage or neglect by any other person;
4.1.5.      Permanent or temporary interruption of electricity or water supplies;
4.1.6.      Transportation or installation.
4.2.      Breakdown due to:
4.2.1.      General wear and tear;
4.2.2.      Blockages or breakages to the external supply and drainage hoses;
4.2.3.      Over-icing of cooling Products;
4.2.4.      Tuning or aerial faults;
4.2.5.      Not following manufacturers operating instructions;
4.2.6.      The incorrect setting of automatic controls or thermostats;
4.2.7.      The use of accessories not approved by the manufacturer;
4.2.8.      Using the wrong or abnormal electricity or water supplies;
4.2.9.      Fire, flood, lightning, storm, tempest, explosion, impact, aircraft or other aerial device or article dropped from, theft or attempted theft, accidental damage including water damage or any other external cause;
4.2.10.   Any claim due to terrorism, riot or war.

5. EXCLUSIONS – CIRCUMSTANCES WHEN YOU CANNOT MAKE A CLAIM
5.1.      You will not be able to claim for the following:
5.1.1.      Any costs if no fault is found or a part is not burnt out or broken;
5.1.2.      Breakdown if You have failed to carry out general or regular maintenance as required or recommended by the manufacturer;
5.1.3.      Any breakdown if left in Your unoccupied house for any period more than 45 consecutive days or left in Your house that is let out to tenant(s) or shared with tenants or lodgers;
5.1.4.      Any breakdown arising outside of the UK;
5.1.5.      Any loss suffered as a result of not being able to use the appliance Product or any loss over and above the cost of the Product.

6. GENERAL CONDITIONS
6.1.      The Insurer will only provide cover for Your Product if You agree to take all reasonable steps to protect Your Product to prevent breakdown or minimise the effects of a breakdown once it has occurred.
6.2.      To be protected under this plan You must be over 18 years of age.
6.3.      All claims must be made within 30 days of discovery of the incident. Failure to do so may invalidate Your claim.
6.4.      If You change Your address, please contact Express Gifts Limited with the new details and a replacement certificate will be issued. If You return the Product within the first 12 months You may transfer this plan to the new Product and the effective date will be amended.
6.5.      If the Product is replaced following a claim, The Insurer will own the replaced Product and the plan will terminate. If the replacement Product is to be covered, You will need to buy a new plan.
6.6.      You have an obligation under this policy to ensure the information you provide is true and correct to the best of your knowledge. You must also honestly answer any questions we ask and take reasonable care that Your replies are accurate and complete. This also applies to any additional information you volunteer to us. Your Product Replacement or Breakdown Plan may be cancelled if You give false information which You knew about or suspected to be false or misleading on or before the start of the plan if such information was material to Our decision to provide insurance under the policy. The Insurer may demand You repay or return any Product or payment They have already provided to You. The Insurer will keep the premium You have paid.
6.7.      The Insurer reserves the right to amend the terms of this insurance contract by giving You no less than 30 days’ notice of Their intention to do so. Under certain circumstances it may be necessary to vary the terms of Your Product Replacement or Breakdown Plan. Some of the circumstances that may warrant The Insurer having to vary the terms of Your Product Replacement or Breakdown Plan may include:
6.7.1.      legislative or regulatory changes;
6.7.2.      economic changes;
6.7.3.      response to the performance of the insurance scheme;
6.7.4.      The Insurers claims experience of the policy; or
6.7.5.      market changes for this type of policy.
6.8.      Please note that this list is indicative of some of the reasons that may lead to The Insurer having to vary Your Product Replacement or Breakdown Plan and is not an exhaustive list. Any notification of a change to Your Product Replacement or Breakdown Plan will include a detailed explanation for change.
6.9.      Unless The Insurer agrees otherwise, English law will apply, to Your plan. The Company with which You are contracted is Enterprise Insurance Company PLC, which is established in Gibraltar.
6.10.    This plan does not affect Your statutory rights relating to faulty or mis-described goods. For further information about Your statutory rights, contact Your local authority Trading Standards Department or Citizens Advice Bureau.

7. CANCELLING THE PLAN
7.1.      You can cancel Your plan by writing to Express Gifts Limited, Express House, Clayton Business Park, Accrington, Lancashire, BB5 5JY or please call 0371 376 9953 or e-mail contact@24studio.co.uk. If You do this within the first 12-months (manufacturer's warranty period) You will receive a full refund of the premium You have paid. If You cancel Your plan at any time after the expiry of the manufacturer’s initial 12 month warranty, You may be entitled to a pro-rata refund for each complete unexpired months cover, calculated at the date the cancellation request is received. This means that a refund will only be provided for every complete month of the plan remaining from the date You request the plan is cancelled.
     For example, if You have a two year plan and request that Your plan is cancelled anytime during the seventh month, You will be entitled to a refund for the remaining full 17 months. This will be calculated as 17/24th of the premium You have paid as follows: The premium taken for a plan is £26.00, therefore the refund would be £26.00/24 x 17 = £18.41.
7.2.      Cancellations will not be backdated.
7.3.      The Insurer may cancel Your plan under the same circumstances as listed under General Conditions 6.7, 6.7.1, 6.7.2, 6.7.3, 6.7.4 and 6.7.5. They will give You 14 day’s written notice at Your last known address; in this case They will give a proportionate refund of the premium You have paid.

8. WHEN COVER ENDS
8.1.      Cover will end automatically on whichever of the following happens first:
8.1.1.      The date Your item is replaced;
8.1.2.      The date You cancel your plan ;
8.1.3.      The date The Insurer cancels Your plan or
8.1.4.      The date Your plan expires.

9. CLAIMS
9.1.      If Your Product develops a fault You should check that all electrical connections are in working order and then read the manufacturer’s instruction book to assess whether You can rectify the fault yourself.
9.2.      If You are unable to rectify the problem and need to make a claim, please contact Us on 03300 555 244 to ask for a claim form.
9.3.      Send Your completed claim form, together with the Product, if required, and any supporting documentation (i.e. the statement showing the purchase of the Product and insurance) to Business & Domestic Administration Services, Warranty House, Savile Street East, Don Valley, Sheffield, South Yorkshire S4 7UQ.
9.4.      In the event that We require further information You must provide all reports, information and evidence that We request at Your own expense. The following list is indicative of some of the information that We may request and is not an exhaustive list:
9.4.1.      a quotation for repair;
9.4.2.      a completed claim form; or
9.4.3.      a copy of Your statement showing purchase of the Your Product Replacement or Breakdown Plan.
9.5.      You must arrange and pay to send the Product to Us, if We ask.
9.6.      During Your claim We may arrange for an agent to visit You to gather details about Your claim. This will help Us to make an accurate assessment.
9.7.      Once The Insurer has replaced Your Product up to the Sum Insured, following a valid claim, this protection on that Product will end. If You wish to have the replacement Product insured You must purchase a new plan.

10. CUSTOMER CARE
10.1.    We care about the service We provide to You and We make every effort to maintain the highest possible standards. If You have any questions about Your plan please ask Us. Please have this document available so that We can deal with Your enquiry speedily.

11. COMPLAINT PROCESS
11.1.    Although We set ourselves high standards, if We do not meet Your expectations and You are dissatisfied in some way, We would like to know. If You follow the guidelines below, Your complaint will be dealt with in the most efficient way possible.
11.2.    If Your complaint is regarding the sale of Your plan, send details of Your complaint to Express Gifts Limited, Express House, Clayton Business Park, Accrington, Lancashire, BB5 5JY or please call 0371 376 9953 or e-mail contact@24studio.co.uk
11.3.    If Your complaint is regarding Your plan or a claim, please contact our Customer Services Manager either by telephone on 03300 555 245, or by e-mail to bdicustomerrelations@businessanddomestic.co.uk. Alternatively write to us at Business & Domestic Administration Services, Warranty House, Savile Street East, Don Valley, Sheffield, South Yorkshire S4 7UQ.
11.4.    If You are still not satisfied with the way We have dealt with Your complaint You can ask the Financial Ombudsman Service to review Your case. In order for the Financial Ombudsman Service to review Your case, You must send Your complaint to them within 6 months of the date of Our final letter to You. You can contact the service at the following address: Exchange Tower, Harbour Exchange, London, E14 9SR. Phone 0800 023 4567. Calls to this number are normally free if You are calling from a fixed line phone (e.g. a landline at home) - but charges may apply if You call from a mobile phone. Phone: 0300 123 9123. Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs. These numbers may not be available from outside the UK - so if You are calling from abroad please telephone on +44 20 7964 0500. This procedure will not prejudice your rights to take legal action.

12. ASSIGNMENT
12.1.    You cannot transfer Your rights and obligations under this contract to another person.

13. DATA PROTECTION
13.1.    We are committed to maintaining the personal data that You provide in accordance with the requirements of data protection legislation. Our Privacy Statement below gives further information about this.
13.2.    Business & Domestic Administration Services, their other related entities, and carefully selected third parties may use Your personal data to keep You informed about insurance Products, services and special offers that may be of interest to You. If You do not wish Your personal information to be used in this way please write to Us.

14. NOTICE TO CUSTOMERS
14.1.    You are advised that any telephone calls made to Our administration and claims handling units may be monitored or recorded. This is to monitor the accuracy of the information provided by Our customers and Our own staff. It may also be used to provide additional training to Our staff or prove that Our procedures comply with legal and regulatory requirements. Our staff are aware that conversations can be monitored and recorded.
14.2.    The Insurer is covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if The Insurer cannot complete Their obligations. This depends on the type of business and the circumstances of the claim. For claims against insurers 90% of the claim is covered with no upper limit. Further information about the compensation scheme is available from www.fscs.org.uk or by phoning 0800 678 1100 or 0207 741 4100 or in writing to Financial Services Compensation Scheme, 10th Floor Beaufort House, 15 St Botolph Street, London EC3A 7QU.
14.3.    This plan is underwritten by Enterprise Insurance Company PLC (The Insurer), registered in Gibraltar No 89698, whose registered office is Suite 3, 2nd Floor, Icom House, 1-5 Irish Town, Gibraltar.
14.4.    Enterprise Insurance Company PLC is authorised and regulated by the Financial Services Commission in Gibraltar and is licensed to operate in the United Kingdom by the Financial Conduct Authority. You can check this on the Financial Services Register at www.fca.org.uk/register/ or by calling 0800 111 6768.
14.5.    If You or anyone acting on Your behalf makes any false or fraudulent claim or supports a claim by false or fraudulent document, device or statement, this policy shall be void and You will forfeit all rights under the policy. In such circumstances, The Insurer retains the right to keep the premium and to recover any sums paid by way of benefit under the policy. We may also pass Your details to the Police, fraud investigators or other relevant organisation.

15. PRIVACY STATEMENT
15.1.    Your data controller
15.1.1.   For the purposes of the Data Protection Act 1998, We are the data controllers for any personal information You give in relation to any claim under this insurance.
15.1.2.   We will keep Your personal information confidential and will only use it or process it as allowed by law. We will make sure that the information We hold about You is accurate and up to date, and We will not keep it for longer than We need to. We will protect Your information against unauthorised or unlawful processing, and accidental loss or damage to the information.
15.2.    How We will use Your personal data
15.2.1.   We will use Your data for a number of different purposes, including the following.
15.2.1.1.      To manage Your plan.
15.2.1.2.      To assess Your application and any claims including carrying out credit checks and fraud checks.
15.2.1.3.      To contact You with details of changes to the Products You have bought.
15.2.1.4.      For Our own review and analysis of the Your Product Replacement or Breakdown Plan Product
15.2.1.5.      To meet legal and regulatory conditions or rules.
15.2.1.6.      To identify You when You contact Us.
15.3.    We may ask other organisations to process Your personal data for Us in line with these purposes.
15.4.    Sensitive personal data
15.4.1.   If You provide sensitive personal data, We (and Our related companies) may also process it, both manually and electronically for the same purposes described in this privacy statement. Sensitive personal data includes information about Your physical or mental health condition and details of any offences You have committed or been charged with.
15.5.    Business changes
15.5.1.   If We, or a related company, are reorganised or sold to another organisation the personal data You have given Us may be transferred to that reorganised organisation or new organisation, and used for the purposes set out in this Privacy Statement. The new organisation will deal with Your personal data in line with UK law or, if We transfer Your information to countries which do not provide the same level of protection as the UK, Your personal data will be protected as if UK law applied.
15.6.    Overseas Transfer
15.6.1.   We may transfer Your personal information to countries located outside the European Economic Area (the EEA). This may happen when Our servers, suppliers and/or service providers are based outside of the EEA. The data protection laws and other laws of these countries may not be as comprehensive as those that apply within the EEA - in these instances We will take steps to ensure that Your privacy rights are respected and Your personal information processed in strict compliance with the Data Protection Act 1998. Details of the countries relevant to You will be provided to You upon request.
15.7.    Access to Your information
15.7.1.   You have the right to ask for a copy of the information We hold on You. There may be a charge for this. If any of the information We hold about You is wrong, please tell Us and We will put it right. To ask to see Your information write to The Customer Services Manager, Business & Domestic Administration Services, Warranty House, Savile Street East, Don Valley, Sheffield, South Yorkshire S4 7UQ or by e-mail to bdicustomerrelations@businessanddomestic.co.uk

Please note that similar cover for our products may be available from other suppliers. This plan does not have to be bought at the same time as the product, it can be purchased at any time during the Manufacturer's warranty period. If you have household insurance in place it may provide cover for the products you are buying and may in some cases duplicate the cover provided by this plan.



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Prices



Prices quoted in the catalogue are those ruling at the time of printing, and (where relevant), include VAT at the current rate. In the event of a change in VAT the price you pay may increase or decrease from the price quoted in the catalogue in line with the VAT change.

However, you will always be told of the price change before committing to purchase provided that we are given reasonable notice of the change ourselves. In such circumstances, quoted discounts on certain products compared to previous prices may vary slightly as a result of the VAT change. For sale and special offer prices in this catalogue, the “WAS” price shown is the highest price at which the item has been offered for sale, this season, by us, or one of our other brands. Some items may have been offered for sale at a price lower than the “WAS” price in the intervening period, but unless otherwise indicated, the “NOW” price is the lowest price at which the item has been offered by us, excluding any offer code prices. In all cases the “WAS” price will have applied for a continuous period of 28 days or more. For further confirmation please contact us or go to www.24studio.co.uk/ss/preview_leaflets.jsp Please see our website for up to date prices.

Although we attempt to ensure all our online prices are shown accurately, errors may sometimes happen. If an error is discovered after placing your order, we will contact you as soon as possible. You will have the option of confirming your order at the corrected price or cancelling it. If we cannot contact you, we will cancel the order and inform you. If you cancel your order but have already made payment(s) against your invoice, those payments will be refunded in full.

Special Low Price Items showing this symbol have been reduced in price for a limited time only. The price shown is valid until 31.12.14



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Digital / Photo Personalisation



You must only send us photographs or images which you own and / or have express permission to use. Do not send us photographs or images which may be deemed obscene, offensive, defamatory or otherwise unlawful, or may infringe the rights of others. You otherwise retain all intellectual property rights and copyright for any photographs or images you send to us.

By sending us photographs or images, you consent to allowing Express Gifts and our suppliers to store and otherwise use these photographs or images to produce your order. You also agree to indemnify us against any action, liability, claims, damages or costs arising from any breach of these conditions.

We reserve the right not to produce or despatch the goods, and to charge an administration fee of £10.00 if the photographs or images you send are in breach of these conditions. In the event that we produce goods using photographs or images in breach of these conditions, we reserve the right to charge you up to the full price of the goods, and not to despatch them. You must arrange at your expense return of any photographs which we deem to be in breach of these conditions. However, we also reserve the right to disclose any such photographs or images to any relevant authorities if we consider them to be of a criminal nature.

We shall not be responsible for any loss or damage to the photographs you entrust to us for printing or processing, unless the damage or loss is due to our negligence. In this case the maximum liability shall not exceed £5.00 per photograph. We will take good care of any photographs entrusted to us, and we will return them to you unless in breach of the above conditions.

We can accept colour or black & white photographs. We will endeavour to check the quality of photographs and images sent to us before goods are produced, however we will not be liable for poor reproduction quality resulting from poor quality photographs or images. What you send is what will be printed on your item.

Your statutory rights are unaffected by these conditions.

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How do I make a complaint?



This section tells you what to do if you are not satisfied with a financial service we have provided. Please follow these procedures to help us resolve your complaint as quickly as possible.

How can I contact you?
Please put your complaint in writing to:

  • Financial Services Department, Preston, Lancs. PR0 2BP
  • Or you can also telephone on 0371 376 9961
  • Or you can fax us on 01254 303038
  • If you need to contact us with any personal information such as account details, please send an email using our secure website.
  • Or you can e-mail us at contact@24studio.co.uk.

What details must I provide?
If you wish to complain, please give us the following details:

  • Your Name and Address
  • Your Customer Account Number
  • A clear description of your concerns or complaint
  • A daytime telephone number where we can contact you
  • Details of what you would like us to do to put it right.

What can I expect from you?

  • We aim to respond to any complaint that is received as quickly as possible and recognise that a complaint requires resolution.
  • We will investigate all complaints received competently, diligently and impartially.
  • We will assess fairly, consistently and promptly the subject matter of the complaint taking into account all relevant factors.
  • Where we cannot resolve your complaint by the following business day we will acknowledge receipt of your complaint promptly providing you with details of who is handling your complaint and how to contact them.
  • We will keep you informed thereafter of the progress of the measures being taken to resolve the complaint.
  • After 8 weeks we will send you a final response or a further progress report on our investigations.

What can I do if I am unhappy with the response?
If, for whatever reason you are unhappy with the response you receive from us please get in touch directly with the person or department who handled your complaint. They will discuss with you what the next steps are.

If you are still dissatisfied, or your complaint has not been resolved within 8 weeks, you may be able to refer your complaint to the Financial Ombudsman Service. We will provide you with details of their services with our response to your complaint. Their contact details are:



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Prize Draw Rules - Prize Draw



(i) The free prize draw is open to all UK residents aged 18 years or over, except employees of the promoters, its families, its agents and persons connected with the promotion.

(ii) Free entry is available by sending your account number (if you have one), name and address to "The Studio Prize Draw, Marketing Department, Churchbridge House, Henry Street, Accrington, BB5 4EE". Alternatively, please send us an email using our Contact Us page, choosing the Prize Draw subject.

(iii) Only one entry per person will be accepted. Automated and bulk entries from third parties are not permitted.

(iv) Entry into the prize draw is deemed as acceptance of the rules and any other requirements set out in the promotional material. If you prefer not to be entered, please write to "The Studio Prize Draw, Marketing Department, Churchbridge House, Henry Street, Accrington, BB5 4EE" asking to be removed, send us an email using our Contact Us page choosing the Prize Draw subject, or call the Customer Careline.

(v) No responsibility will be accepted for lost entries, delays or errors via the Internet or the registration of incorrect, incomplete or inaccurate information whether fault of the participant or by the malfunction of any equipment or technical problem or by any other technical or administrative error.

(vi) The decision of the judges is final and binding and no correspondence will be entered into.

(vii) One winner will be selected at random from all entries received before 31st December.

(viii) The winner will be notified in writing, and prizes must be claimed within 28 days.

(ix) By participating in this prize draw you agree to allow the use of your name(s) and/or personal details for promotional use and publicity, without any compensation unless prohibited by law. Studio may also contact you with the latest offers and promotions. You may unsubscribe from these emails at any time.

(x) The promoter may offer this promotion across other catalogues and promotions.

(xi) The prize is subject to availability, and in the event of unforeseen circumstances, the Promoter reserves the right to offer an alternative prize of equal or greater value.

(xii) For prizes offered including day/weekend breaks and trips, please refer to the Virgin Experience Days website for full terms & conditions regarding the individual prizes. When entering the competition to win a Virgin Experience Day of your choice, you will be entitled to select from the Emerald Collection, which is subject to change. For prizes where a holiday is offered (not including Virgin Experience prizes) a cash alternative will be offered.

(xiii) The promoter is Express Gifts Limited, Church Bridge House, Henry Street, Accrington, Lancashire, BB5 4EE.

(xiv) Walker's Nonsuch will place a special golden ticket inside one Traditional Toffee Tray. This ticket will entitle the lucky winner to a years supply of FREE toffee. Redemption: The winner will receive this prize in 12 monthly instalments and will include a variety of famous Walker's Nonsuch Toffees. The Golden Ticket will be numbered and coded. There will be only 1 ticket and therefore only one prize winner. The ticket will be claimed at Walker's Nonsuch and will be in the format of a postcard.


Apple iPhone 6 Prize Draw



(i) The free prize draw is open to all UK residents aged 18 years or over, except employees of the promoters, its families, its agents and persons connected with the promotion.

(ii) Free entry is available by sending your account number (if you have one), name and address to "The iPhone 6 Prize Draw, Marketing Department, Churchbridge House, Henry Street, Accrington, BB5 4EE". Alternatively, please send us an email using our Contact Us page, choosing the Prize Draw subject and stating iPhone 6 prize draw in your message.

(iii) Only one entry per person will be accepted. Automated and bulk entries from third parties are not permitted.

(iv) No responsibility will be accepted for lost entries, delays or errors via the Internet or the registration of incorrect, incomplete or inaccurate information whether fault of the participant or by the malfunction of any equipment or technical problem or by any other technical or administrative error.

(v) The decision of the judges is final and binding and no correspondence will be entered into.

(vi) One winner will be selected at random from all entries received before 12th December.

(vii) The winner will be notified in writing or via email, and the prize must be claimed within 28 days.

(viii) By participating in this prize draw you agree to allow the use of your name(s) and/or personal details for promotional use and publicity, without any compensation unless prohibited by law. Studio may also contact you with the latest offers and promotions. You may unsubscribe from these emails at any time.

(ix) The promoter may offer this promotion across other catalogues and promotions.

(x) The prize is subject to availability, and in the event of unforeseen circumstances, the Promoter reserves the right to offer an alternative prize of equal or greater value.

(xi) The promoter is Express Gifts Limited, Church Bridge House, Henry Street, Accrington, Lancashire, BB5 4EE.



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Waste Electrical & Electronic Equipment (WEEE) Regulations



The Waste Electrical and Electronic Equipment (or WEEE) Regulations are now U.K. law. All European Member States including the U.K. have agreed to reduce the amount of WEEE that is being disposed of in landfill sites.

It is important that the amount of WEEE sent to landfill sites is reduced because:

  • Some WEEE can be re-used or recycled. The amount of landfill space available in the UK is decreasing. If we can keep WEEE out of landfill sites it means there is more landfill space available for non-recyclable waste.
  • WEEE can contain hazardous substances. When left in landfill sites the hazardous substances in WEEE can pollute soil and contaminate water supplies. This contamination can damage human health and the environment.

Distributors of new Electric and Electronic Equipment (or EEE) have a part to play in reducing the amount of WEEE going into landfill sites.

Studio have "done our bit" by helping to fund the improvement of the UK's recycling network. This means that you can not return your WEEE to us for disposal. You can however return your WEEE to a local Civic Amenity site for free. To find your nearest site use the link below:

http://www.recycle-more.co.uk/banklocator/banklocator.aspx

Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown below:

WEEE crossed-out wheeled bin symbol

Goods are marked with this symbol to show that they were produced after 13th August 2005, and should be disposed of separately from normal household waste.

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The Battery Directive



As a responsible retailer we offer a used battery take back scheme. Please note used batteries cannot be posted but can be returned in person to our distribution depot:

Marlborough Mill
Ridgefield Street
Failsworth
M35 0HJ

or for information regarding collection points nearer to your home, use the link below:

http://www.recycle-more.co.uk/banklocator/banklocator.aspx



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Studio Personal Account - Credit Information



Studio Personal Account

The Studio Personal Account ("Personal Account") is a running-account credit facility. The Personal Account can only be used to purchase goods and services from Studio up to the agreed Credit Limit. The facility is open-ended and has no fixed duration.

When you apply for a Personal Account and your application is accepted, a Personal Account will be opened for you. To hold a Personal Account you must be over 18 and a UK resident. Credit is available subject to status. We reserve the right to refuse any application for credit. The terms and conditions governing the use of a Personal Account will be set out in the Credit Agreement.

If you apply online, you will be asked to read the Credit Agreement, Pre-Contract Credit Information (SECCI) and Explanation of Credit before submitting your application. Copies of these documents will be sent to you by post if we accept your application. If you apply by phone or post, copies of these documents will be sent to you by post if we accept your application. Copies are also available on request.

It is important that you read the Credit Agreement and supporting documents carefully. You must sign both copies of your Credit Agreement when you receive it and return one copy to us.

For all enquiries regarding our credit terms please contact us;

By phone: 0371 200 0378

In writing: Studio, Preston, PR0 2BP

By email: mailto:contact@24studio.co.uk

Credit Limit

We will determine from time to time how much credit you may have under the Credit Agreement and will notify you of that amount. The amount of credit available to you may be advised on statements you receive and in other communications that may be sent to you.

Repayments

Every 28 days we will send you a statement, showing your outstanding balance and the minimum payment amount payable by you within 21 days (from the date of the statement). Please refer to your Credit Agreement for details of how we calculate your minimum payments. This information is also available on request. If you only make the minimum payment each month it will take longer and cost you more to repay your outstanding balance. This form of borrowing may be unsuitable for sustaining borrowing over long periods.

Ways to Pay

Card
To make a payment simply log on to 24studio.co.uk, click on 'Your Account' and select the amount you wish to pay from your balance. Alternatively call 0371 200 0378 and select option 1.

We accept any of the following debit cards and credit cards.

There is a 1.5% card processing charge for credit card payments.

Post
Cheque or postal orders. Please refer to the reverse of your invoice or statement for further details. Please do not send notes or coins through the post.

Bank Giro
Pay over the counter at your bank.

Telebanking and Internet banking are not recommended ways to pay.

Service Charge (Interest)

This is the charge we make if you decide to pay by instalments. It is calculated as a percentage of the balance brought forward from your last statement, together with a pro-rata service charge upon purchases added to your balance on your previous statement for the period between despatch of each item and the date of the previous statement. There is a minimum service charge of £1. The rate of interest and further information regarding the calculation of service charge as applied to your account is available on request.

If you pay the outstanding balance on your Personal Account in full within 21 days (from the date of your statement), you will not incur any service charge.

Total Amount Payable

Example Credit Limit of £300: If you make purchases up to the full amount of this Credit Limit, assuming that you repay the outstanding balance over a 12 month period by way of equal instalments (first instalment within 28 days) and that any interest rates remain the same throughout this period, the total charge for credit under the Credit Agreement will be £44.10 (if you pay by direct debit) and £69.20 (if you pay by other methods). The total amount payable will therefore be £344.10 (if you pay by direct debit) and £369.20 (if you pay by other methods).

APR

The APR is 29.5% (variable) (if you pay by direct debit) or 48.9% (variable) (if you pay by other methods). The assumptions used in this calculation are that you make purchases totalling £300 and that you repay the outstanding balance over a 12 month period by way of equal instalments (first instalment within 28 days). We have not taken into account any changes which we may make to interest rates or any other charges which we may introduce or vary at any time by giving you notice.

Allocation of Payments

You hereby direct us and you agree that such direction is repeated at the time of making every payment, to allocate payment to the sums which make up your outstanding balance in the following order: 1. All default sums, administration charges and arrangement fees as charged and shown on your statements; 2. All interest charges as charged and shown on your statements; 3. All Payment Protection Plus Property premiums as charged and shown on your statements 4; All other financial service products supplied as charged and shown on your statements; 5. All purchases of goods and services shown on your statements; 6. All purchases of goods and services not yet shown on your statements.

Late Payment Warning and Charges

Each time that you fail to make a payment or pay less than the minimum amount due by the specified date (including for bounced cheques or other payment reversal, including failed direct debit payments), we reserve the right to charge you a default sum of up to £15. In addition, each time we have to subsequently contact you by phone or by post to make a payment on your account we reserve the right to charge an administration fee of £3. Failing to make your minimum payments could result in us taking legal action against you. It could lead to you having to pay additional costs and, as we will pass details of the default to credit reference agencies, make it more difficult to obtain credit in the future. It will increase the total cost of repaying the debt as the ongoing interest charged will increase the amount you owe. If you are late in making payments to us we may pass your details to an external debt collection agency who may chase and collect late payments on our behalf. If we transfer your account to an external debt collection agency we may charge up to £20. If you are in financial difficulties and struggling to make payments, please contact us as early as possible so we may try to avoid making additional charges or taking further action related to the conduct of your account. Free and impartial advice on money matters is available at www.moneyadviceservice.org.uk.

Right of Withdrawal

If you withdraw from the Credit Agreement, this Credit Agreement will come to an end. You have the right to give us this notice of withdrawal for a period of 14 days, such period beginning on the later of the day after the date on which this agreement is made or the day after the date on which we notify you of your credit limit. You are required to give us this notice of withdrawal by writing to us at Studio Customer Care, Freepost PR331, Preston, PR0 2AA or orally by phoning us on 0371 200 0378 Once you have notified us, you shall without delay and no later than 30 days after giving notice of withdrawal, repay any credit and accrued interest, using any of the payment methods detailed in Ways to Pay, above, or the Information Point pages in our catalogue.

Early Repayment

You have a right to repay your outstanding balance (in full or in part) at any time, using any of the payment methods detailed in the Information Point in our catalogue.

Termination

You can terminate the Credit Agreement at any time by writing to us at Studio, Customer Care Department, Preston PR0 2RP and by paying off your outstanding balance (in full) using any of the payment methods detailed in Ways to Pay, above, or the Information Point in our catalogue.

Additional contractual terms and conditions

We may terminate or suspend your right to draw down credit if you breach the agreement. We also reserve the right to terminate or suspend your right to draw down credit for other reasons, for example, to prevent unauthorised or fraudulent use of credit.

We may change the terms of this agreement (including the interest rate) where we think it is necessary to reflect: 1. Changes in applicable laws or regulation; 2. Changes in our systems; 3. Changes in market conditions affecting our business; 4. New developments in products, technology or other changes in lending practices; 5. Additional, enhanced or revised product features; 6. New promotional offers; 7. Changes in your personal circumstances; 8. Changes which in our view affect your credit status. Changes will happen at least 7 days after we tell you about them.

Should you fail to make payments or pay less than the minimum amount due by the specified dates, we reserve the right to treat this failure as a material breach of your obligation to us, in which case we may ask for an immediate repayment of your entire outstanding balance in accordance with the Consumer Credit Act 1974. We also reserve the right to recover from you any other losses and reasonable costs we incur as a result of your actions. These will include (but are not limited to) the costs of tracing you, notifying you of your default and enforcing payment of any amount due.

We may transfer to any other party any or all of our rights and duties under this agreement at any time (including, without limitation, our duty to provide credit to you). Your rights under this agreement and your legal rights (including those under the Consumer Credit Act 1974) will not be affected.

If any provisions of this agreement are found to be invalid or unenforceable, the remaining provisions shall continue in full force and affect.

The Information Point pages in our catalogue contain specific terms and conditions relating to the goods or services which you purchase, the general operation of your account, and the processing of your personal data by us.

Complaints and the Financial Ombudsman Scheme

If you have cause to make a complaint relating to our consumer credit activities, please contact us at Studio, Customer Care Department, Preston PR0 2RP or call 0371 200 0378.

Please contact us if you require a copy of our complaints handling procedures.

If we are unable to settle your complaint to your satisfaction you have the right to refer your complaint to the Financial Ombudsman Service.

Supervisory Authority

Studio is a trading name of Express Gifts Ltd which is authorised and regulated by the Financial Conduct Authority for consumer credit and general insurance.

The Financial Conduct Authority, of 25 The North Colonnade, Canary Wharf, London E14 5HS is the supervisory authority under the Consumer Credit Act 1974.



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About the Prizewise Service Agreement


1. Introduction
1.1 This Agreement is between Prizematic Limited (Company number 06546501) trading as Prizewise ("we", "us and "our") the provider of the service detailed in condition 5 below ("the Service") and you, the customer detailed in the welcome letter accompanying these terms and conditions ("you").

1.2 This Agreement is subject to the following terms and conditions.

2. Commencement
2.1 Whilst you have agreed to purchase the Service, this Agreement shall only commence seven (7) days after you have received your welcome letter from us. This delay will give you the opportunity to exercise your statutory right to cancel this Agreement, which is provided for under the Consumer Protection (Distance Selling) Regulations 2000.

2.2 If you do want to exercise your statutory rights to cancel this Agreement then you must contact us in writing at Prizewise, Preston, PR0 2BP or by email at prizewise@24studio.co.uk

3. Term
3.1 Once this Agreement has commenced, it shall continue for a period of one (1) year ("the Term").

3.2 Following expiry of the Term, this Agreement shall continue on a rolling 28 day basis ("Subsequent Term") unless and until terminated by you by providing written notice to us at Prizewise, Preston, PR0 2BP or by email at prizewise@24studio.co.uk. Such notice to be served at least 28 days prior to the expiry of the Term or any Subsequent Term.

4. Charges
4.1 The charges payable for the Service are specified in your welcome letter, together with details of how and when the charges will be collected from you.

4.2 We reserve the right to increase or decrease our charges from time to time. We will give you at least 28 days written notice before making any changes to our charges.

5. The Service
5.1 We will provide a research and entry service for you which comprises: (a) research into, selection of, and submitting entries into, certain publicly accessible free prize draws and competitions from all of those that can be entered over the internet; and (b) registering subscribers for such Internet-based prize draws and competitions respectively.

5.2 We will never enter you into prize draws or competitions that require payment to enter.

5.3 We shall in our absolute discretion decide, and you shall have no right to request, which free prize draws and competitions you are entered into or which free gifts you are offered.

5.4 Prize draws and competitions that we have entered you into last month are available to you on the website at www.prizewise.co.uk.

5.5 You acknowledge that the prize draws and competitions are organised by third parties and not by us. You further acknowledge that separate terms and conditions will apply to each prize draw and competition and that you will be required to comply fully with such terms and conditions for your entry into each prize draw or competition to be valid.

5.6 We will provide the Service using reasonable skill and care and in accordance with the terms of this Agreement.

6. Early Termination
6.1 During the Term or any Subsequent Term, we reserve the right to terminate this Agreement if:
(a) any charges remain outstanding for longer than two (2) months;
(b) you do not do what you are required to do under the terms and conditions of this Agreement;
(c) you become bankrupt or make any arrangement with creditors or go into liquidation or become subject to an administration order or a receiver is appointed over any of your assets.

7. Data Protection
7.1 You authorise us (or our sub-contractors) as your agent to enter you into free prize draws and/or competitions on your behalf. In doing so, we (or our sub-contractors) will disclose your personal data to third party promoters, which you consent to allow us to do.

7.2 In entering you into free prize draws and/or competitions, we will use our reasonable endeavours to protect your personal data from being misused by the third party promoters.

7.3 We will process your personal data in accordance with our data protection statement, which can be accessed at: http://www.prizewise.co.uk/privacy.php

8. General
8.1 This agreement is conditional upon you being at least 18 years old and being resident in the United Kingdom of Great Britain and Northern Ireland.

8.2 If you are acting as a consumer, these terms and conditions shall not affect any of your statutory rights.

8.3 We may assign this Agreement or any part of it to any third party. You shall not be entitled to assign this Agreement or any part of it without our prior written consent.

8.4 These terms and conditions represent the entire agreement between us and you to the exclusion of all other terms and conditions including those which are shown on our website.

8.5 This Agreement shall be governed by English law and the parties submit to the exclusive jurisdiction of the English courts.



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About The Clearance Discount Club Service Agreement



1. Introduction

1.1 This Agreement is between Express Gifts Ltd (Registered No. 718151) trading as The Clearance Discount Club, Church Bridge House, Church, Accrington, Lancashire, BB5 4EE (do not post to this address) ("we", "us” and "our") the provider of the service detailed in condition 2 below ("the Service") and you, the customer ("you").

1.2 This Agreement is subject to the following terms and conditions.

2. The Service

2.1 We will provide a service whereby all items ordered online only from the Clearance leaflets and/or the Clearance category of the website will be subject to an additional 10% discount from the price quoted on the website at the time you place your order.

2.2 We will provide the Service using reasonable skill and care and in accordance with the terms of this Agreement.

2.3 The Service will commence on receipt of this letter.

3. Term

3.1 Once the Service has commenced it shall continue on a rolling 28 day basis ("the Term") unless and until terminated by you in accordance with 5.2 of this agreement; or by Express Gifts Ltd as stated below under Suspension / Early Termination.

4. Charges

4.1 Your Studio account will be debited £1.60 every 28 days (equivalent to 40p per week)

4.2 We reserve the right to increase or decrease our charges from time to time. We will give you at least 28 days written notice before making any changes to our charges.

4.3 Charges applied to your Studio credit account may attract interest charges in line with the account terms and conditions.

4.4 The charge for this Service is not dependent on the level of discount received.

5. Cancellation

5.1 You have the statutory right to cancel this Agreement within 14 days of receipt of this letter by contacting us in writing at The Clearance Club, Preston, PR0 2BP, by email at clearanceclub@24studio.co.uk, or by telephone on 0371 200 0378. The cancellation period will expire after 14 days from the day you receive this letter. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired. If you cancel this contract, we will reimburse to you all payments received from you. We will make the reimbursement without undue delay, and no later than 14 days after the day on which we are informed about your decision to cancel this Agreement. We will make the reimbursement using the same means of payment as you used for the initial transaction.

5.2 You may cancel the Service at any time after the initial 14 day cancellation period has elapsed by contacting us in writing at The Clearance Club, Preston, PR0 2BP, by email at clearanceclub@24studio.co.uk, or by telephone on 0371 200 0378. You will not be charged for the week in which your cancellation is received.

6. Suspension / Early Termination

6.1 During the Term, we reserve the right to suspend or terminate this Agreement if:

  • (a) any charges remain outstanding for longer than four (4) weeks;
  • (b) you become bankrupt.

7. Data Protection

7.1 We will process your personal data in accordance with our data protection statement

8. General

8.1 This Agreement is conditional upon you being at least 18 years old and being resident in the United Kingdom of Great Britain, Northern Ireland and also applies to all BFPO addresses.

8.2 If you are acting as a consumer, these terms and conditions shall not affect any of your statutory rights.

8.3 We may assign this Agreement or any part of it to any third party. You shall not be entitled to assign this Agreement or any part of it without our prior written consent.

8.4 There are certain liabilities which we cannot exclude by law and nothing in this Agreement limits our liability for personal injury or death caused by our negligence.

8.5 We are only responsible for losses that are a natural, direct and foreseeable consequence of our breach of this Agreement. We will not be liable to you if we are prevented or delayed from complying with our obligations under this Agreement by anything you (or anyone acting on your behalf) does or fails to do or due to events which are beyond our reasonable control.

8.6 This Agreement is between you and us. No other person shall have any rights to enforce any of its terms.

8.7 These terms and conditions represent the entire agreement between us and you to the exclusion of all other terms and conditions including those which are shown on our website.

8.8 This Agreement shall be governed by English law and the parties submit to the exclusive jurisdiction of the English courts.

8.9 If you have cause to make a complaint about the Service please contact us, or put all the relevant details in an e-mail to contact@24studio.co.uk or telephone our Careline on 0371 200 0378. We undertake to deal with any complaints speedily and sympathetically.

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Cash Customer Trading Terms



In addition to our general terms and conditions which are available at the back of our latest main catalogue and on our website, the following terms and conditions apply:

  1. 1.Credit Reference Agency Searches
    1. 1.1

      If no balance is outstanding on your account the credit reference agency record will show as settled. If you make a subsequent order it will be reported as active again, until the bill has been paid.

  2. 2.Orders and Contract Information
    1. 2.1

      By placing an order you are agreeing to purchase goods on and subject to our general terms and conditions of which these form part.

    2. 2.2

      All orders are subject to availability and confirmation of the order price.

    3. 2.3

      When placing an order you undertake that all details you provide to us are true and accurate.

    4. 2.4

      Your order is accepted and a contract is formed between you and Studio when we dispatch the goods you have ordered and not before. Until the goods are dispatched the order may not be accepted by Studio.

  3. 3.Payment
    1. 3.1

      Once we have delivered the goods which you have ordered we will send you your bill which shall be payable by the date stated on the bill (which will be 21 days from the date of the bill)

    2. 3.2

      We accept debit and credit cards from; Visa Debit, Visa, Mastercard and Maestro. To make a payment by card sign in to Your Account on 24studio.co.uk, click on 'Make A Payment' and set the amount you wish to pay from your balance. Alternatively call 0371 200 0378 and select option 1. There is a 1.5% card processing charge for credit card payments. We accept cheques and postal orders by post and you may pay by bank giro at your bank, please see the reverse of your bill or invoice for details. Please do not send notes or coins by post. Telephone and Internet banking are not recommended ways to pay.

    3. 3.3

      Following formation of the contract Studio shall continue to own any goods ordered until it has received payment in full from you even though the goods have already been delivered to you.

    4. 3.4

      If payment is not received from you by the required date you must either, immediately pay for or return those goods to us, in accordance with our reasonable return instructions and in the same condition that you received them, at your own expense. If you do not do this we may cancel your order and we may collect or arrange for collection of the goods at your expense. We reserve the right to charge you for any and all damage to (or other adverse interference with) any goods that are the subject of an unpaid order.



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