Welcome to the Studio Help Section

Terms and Conditions

About our Purchase Protection policy

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

Below you will find a summary of cover only. The full terms and conditions are provided below and in the Policy Document and references to specific sections are made throughout this summary.

The Name of the Insurer
The product is underwritten by Jubilee Lloyd's Syndicate 5820. Your policy and all claims will be administered by Jubilee Service Solutions Limited who are the Scheme Administrators.

Express Gifts Limited, (trading as Studio and Ace catalogues) has arranged this insurance with Jubilee Lloyd's Syndicate 5820.

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

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

Duration of cover
This is a 4-weekly renewable policy, which means that your cover will automatically renew every 4 weeks upon receipt of your premium.

How much does this policy cost?
The insurance premium is paid 4-weekly and is 1.25% of the balance on your 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.

Significant or unusual exclusions or limitations
The following significant exclusions exist; please see section 6 of the Policy Terms and Conditions for full details of all exclusions.

Your Cancellation Rights
You can cancel the policy by contacting Express Gifts Limited. If you do this within the first 30 days of the start date and as long as you have not made a claim, we will give you a full refund of any premiums you have paid since the start date (section 8.1). We reserve the right to cease offering this cover at any time by giving you at least 90 days written notice at your last known address (section 8.2).

How do I make a claim?
If you need to make a claim, you must contact Express Gifts Limited on 0871 376 9961 to ask for a claim form (section 10.1). Please fill in the claim form and return it to the Scheme Administrators, Jubilee Service Solutions Limited, 21 Perrymount Road, Haywards Heath, West Sussex RH16 3TP within 120 days. We may extend this period if you ask us. 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 (section 10.3).

What should I do if I have a complaint?
Although the Scheme Administrators set high standards, if they do not meet your expectations and you are not satisfied, they would like to know. Please follow the guidelines below, to help them to deal with your complaint as efficiently as possible.

Step 1
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.

If your complaint is regarding your policy or claim, send details of your complaint to:
The Managing Director, Jubilee Service Solutions Limited, 21 Perrymount Road, Haywards Heath,
West Sussex RH16 3TP.
Telephone: 01444 450 550. Facsimile: 01444 458 234.
Email: jss.claims@jubilee-insurance.com

Step 2
In the event that you remain dissatisfied you can refer any type of complaint to Lloyd's Complaints that cannot be resolved by Lloyd's may be referred to the Financial Ombudsman Service. You must send your complaint to them within 6 months of receiving the final letter from the Scheme Administrators.
Full details are in the Policy Document (section 11.2).
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 insurers are unable to meet their obligations to you under this contract. Further information can be obtained from The Financial Services Compensation Scheme, 7th Floor Lloyds Chambers, Portsoken Street, London, E1 8BN Tel: 020 7741 4100 Website: www.fscs.org.uk.

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Purchase Protection Terms and Conditions of Cover

1. Introduction
1.1 This document tells you about the benefits, conditions and exclusions of your Purchase Protection policy. Please read this document carefully to make sure you are eligible for cover and that you know what the policy does and does not cover.

1.2 Express Gifts Limited has arranged this cover at Lloyd's of London with Jubilee Lloyd's Syndicate 5820.

1.3 If you have any questions, please write to our Scheme Administrators, Jubilee Service Solutions Limited at: 21 Perrymount Road, Haywards Heath, West Sussex RH16 3TP. We have appointed them to manage your Purchase Protection policy and to deal with all claims on our behalf. If you have any disability that makes communication difficult, please tell them and they will be pleased to help.

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

1.5 Your product is only covered as long as you follow the terms and conditions of this document and you have paid the required premium.

1.6 Words and phrases shown in bold have special meanings. These are explained in Section 2, the 'Definitions' section of this document.

1.7 This cover applies for 4 weeks at a time. The policy will continue to renew on a 4-weekly basis until the date your cover ends as shown in Section 9. No advice will be given at renewal which will take place automatically.

2. Definitions
Throughout this document, the words in bold mean the following:

2.1 Account – the agreement between you and Express Gifts Limited under which you must make repayments every 4 weeks.

2.2 Balance – the amount outstanding on your account, including any products despatched but not yet charged to your account.

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

2.4 Family – you, your husband, wife, partner, children, parents and any relative who permanently lives in your home.

2.5 Letter of termination - a document sent by Express Gifts Limited stating that Express Gifts Limited is closing your account.

2.6 Premium/s - the amount you must pay every 4 weeks for the Purchase Protection policy as shown on your account statement.

2.7 Product/s – the item(s) you purchased from Express Gifts Limited that are covered under this policy. This includes products that you may have purchased as gifts for other people.

2.8 Robbery – the taking of your product(s), by persons known or unknown, with the intention of unlawfully and permanently depriving you of possession of the product.

2.9 Start Date - the date your cover commences with us.

2.10 Theft – the taking of your product(s) by signs of force by persons known or unknown, with the intention of unlawfully and permanently depriving you of possession of the product.

2.11. UK – England, Scotland, Wales, Northern Ireland, the Channel Islands and the Isle of Man.

2.12 We, us, our – Jubilee Lloyd's Syndicate 5820.

2.13 You, your – the person named on the account and your husband, wife or partner, who permanently live in your home as if you were a couple.

3. Am I entitled for cover under this policy?
3.1 You are covered for this policy if, on the start date, you:
a) are at least 18 years old;
b) hold an account with Express Gifts Limited; and
c) have agreed to pay the premium.

3.2 Purchase Protection is a personal insurance policy for your personal use only.

4. What cover do I have?
4.1. Your products are covered anywhere in the world for up to 24 months from the date you purchased them from Express Gifts Limited, for:
a) accidental damage;
b) theft;
c) robbery;
d) damage or destruction caused directly by storm, flood, lightning, earthquake, fire, smoke or explosion;

4.2 If you have a balance on your account when you take out the policy, you will be covered for any products you have bought in the 6 months before the start date, as long as the incident described in Section 4.1 above, happens after the start date.

4.3 Each individual product is covered for a period of 24 months from the date you first purchase the product.

4.4 If we agree your claim, we will replace the product with an exact replacement, if this is possible, from Express Gifts Limited. If the original make and model of the product cannot be found we will replace it with a similar product from Express Gifts Limited up to the price you paid for the original product as shown on your original invoice. If a replacement cannot be found we will credit the account through which the original purchase was made, up to the original purchase price.

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

4.6 If we replace a product following a claim, we will own the original product. For a damage claim (including accidental damage), you must arrange and pay to send the product to us, if we ask.

4.7 Protection will continue for 24 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 24 month period.

4.8 Please read Section 6 to see what is not covered.

5. What do I have to pay?
5.1 The premium you must pay and the actual amount charged every 4 weeks is shown on your account statement and is inclusive of Insurance Premium Tax. The rate of premium you pay may change.

5.2 Before your premium is forwarded to us, Express Gifts Limited will hold your money as our agent.

6. What is not covered?
You cannot make a product claim for accidental damage, theft, robbery, damage or destruction in the following situations:

6.1 If the product is stolen from a motor vehicle, unless the vehicle is locked at all points of access and all the security systems are activated and the insured product is concealed out of sight in the locked boot or locked glove compartment.

6.2 If you do not follow the manufacturer's instructions, or the damage is caused by over-winding or internal damage.

6.3 For theft if there is no sign that force was used to enter or leave.

6.4 If the insured product is left at your place of work, school, or any public place, unless it is locked in a secure safe, locker or similar lockable compartment which only you have access to.

6.5 If the damage is due to normal wear and tear, denting, scratching, rust or electrical or mechanical failure.

6.6 If the damage was caused by dyeing, cleaning, restoring, altering, transportation, or installation of the product.

6.7 If caused by manufacturing product faults.

6.8 If you are taking part in, attempting, or acting as an accessory to any crime.

6.9 If caused by deception, unless someone used deception to enter your home.

6.10 Loss where the circumstances of the loss cannot be clearly identified.

6.11 For any cameras, computer equipment or video equipment contained in luggage unless you, or a member of your family travelling with you, carry or wear it.

6.12 If deliberately caused by you or your family or any person lawfully in your home.

6.13 If the event for which you are claiming happens before the start date of your Purchase Protection policy.

Important information about your policy

7. General conditions
7.1 We will give you at least 2 months written notice if we decide, or need, to change your policy cover or the price of your insurance. We will give you at least 2 months written notice of the change, sent to your last known address, although we may introduce changes immediately and advise you within 30 days of the change having been made if the change is favourable to you.

We 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 us 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 we, as part of our pricing policy, have 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 we 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 we 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 in accordance with point 8 of the policy booklet if you are unhappy with the change or proposed change.

7.2 If you have given false information to Express Gifts Limited on or before the start of your agreement or to us on your claim form, we may cancel this policy immediately. We may demand you repay any benefits we have already paid you. We will keep the premium you have paid us. We may also take further action via prosecuting authorities.

7.3 You can choose which law covers this insurance, but unless we agree otherwise, English law will apply.

7.4 You must permanently live in the UK, or be:
a) working for the British Armed Forces; or
b) working as a civil servant in a British Embassy
or consulate; or
c) working for an employer that is a UK registered company who assigns you to work in the European Union on the same terms and conditions; or
d) working on a specific project for less than 30 days outside the UK and were actually outside the UK for less than 30 days.

7.5 You will not be covered under this policy if you are involved in any crime, or for any claims resulting from acts of terrorism, riots or war or resulting from ionising radiation or contamination by radioactivity.

8. Cancellation of the policy
8.1 You can cancel your policy at any time by contacting Express Gifts Limited. If you do this within the first 30 days of the start date and as long as you have not made a claim, we will give you a full refund of any premiums you have paid since the start date. If you cancel the policy after the first 30 days no further premium will be collected, however you will not be entitled to any refund of premiums you have already paid.

8.2 We may cancel cover under your policy by giving you at least 90 days written notice at your last known address. If a substitute Purchase Protection Insurance Scheme is being offered in place of this policy, 60 days written notice of termination or substitution will be given. If we cancel cover under your policy no further premium will be payable by you and you will continue to receive benefits for a valid claim if your claim date was before this policy was cancelled.

9. When does this cover end?
9.1 Cover will end 24 months after the date you purchased each separate original product from Express Gifts Limited, regardless of whether or not you have made a valid claim.

In addition to the above, cover on any future purchases will end:
9.2 On the date your account closes; or

9.3 On the date when you have missed paying 3 premiums; or

9.4 On the date Express Gifts Limited send you a letter of termination; or write to tell you they are closing your account; or

9.5 On the date you paid the last premium for cover; or

9.6 When you cancel the policy.

10. How do I claim?
10.1 To make a claim, you should contact Express Gifts Limited on 0871 376 9961 to ask for a claim form.

10.2 Please fill in the claim form and return it to the Scheme Administrators, Jubilee Service Solutions Limited, within 120 days. We may extend this period if you ask us.

10.3 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.

10.4 If you need help filling in your claim form, please contact the Scheme Administrators.

10.5 You or your personal representative must give the Scheme Administrators all the evidence and documents that they need, in the way they ask, to prove your claim. You will have to pay any costs involved in doing this.

10.6 During your claim the Scheme Administrators may arrange for an agent to visit you to gather details about your claim. This will help them to make an accurate assessment.

11. How do I complain?
11.1 The Scheme Administrators care about the service they provide to you and they do all they can to maintain the highest possible standards. If you have any questions about your policy, please ask them. Please have this document available so that they can deal with your enquiry quickly.

11.2 Although the Scheme Administrators set high standards, if they do not meet your expectations and you are not satisfied, they would like to know. Please follow the guidelines below, to help them to deal with your complaint as efficiently as possible.

Step 1
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.

If your complaint is regarding your policy or claim, send details of your complaint to:
The Managing Director
Jubilee Service Solutions Limited
21 Perrymount Road,Haywards Heath
West Sussex, RH16 3TP

Telephone: 01444 450 550
Facsimile: 01444 458 234
Email: jss.claims@jubilee-insurance.com

Step 2
In the event that you remain dissatisfied you can refer the matter to Lloyd's at: Policyholder & Market Assistance, Lloyd's Market Services, One Lime Street, London EC3M 7HA. 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. You must send your complaint to them within 6 months of receiving the final letter from the Scheme Administrators. Write to Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR. Telephone: 0845 080 1800. This complaints procedure is without prejudice to your right to take legal proceedings.

11.3 This policy is underwritten 100% by Jubilee Lloyd's Syndicate 5820. The Lloyd's Managing Agent for Lloyd's Syndicate 5820 is Jubilee Managing Agency Limited. It is entered in the Register of Lloyd's Managing Agents and regulated by the Financial Services Authority. Its registered office is at: Sidcup House, 12–18 Station Road, Sidcup, Kent DA15 7EX and it is registered in England under number 04434499.

11.4 Jubilee Managing Agency Limited is authorised and regulated by the Financial Services Authority and entered on their register under number 226696. The Scheme Administrators are authorised and regulated by the Financial Services Authority and entered on their register under number 311493.

11.5 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 their obligations to you under this contract. Further information can be obtained from The Financial Services Compensation Scheme, 7th Floor Lloyds Chambers, Portsoken Street, London, E1 8BN Tel: 020 7741 4100 Website: www.fscs.org.uk

12. Notice to customers
12.1 You are advised that any telephone calls made to the Scheme Administrators may be monitored or recorded. This is to monitor the accuracy of information provided by our customers and their own staff. It may also be used to provide additional training to their staff or to prove that their procedures comply with legal and regulatory requirements. Their staff are aware that conversations can be monitored and recorded.

What do you do with my information?

13. 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.

13.1 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).

13.2 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 insurer's Compliance officer, in writing, to exercise these rights.

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

13.4 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.

13.5 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.

13.6 To assess the terms of the policy or handle claims which arise, we 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 we process the information. When you apply for this insurance, consent is given to the processing and transfer of information described in this notice by us and our agents. Without consent, we would not be able to offer this insurance.

14. 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.

15. Choice of law
Unless you and we 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 the Isle of Man, the law of whichever of those two places in which you live.

16. Disability Discrimination act
If you have any disability that makes communication difficult, please tell the Scheme Administrators and they will be pleased to help.

17. Notification
Please note that product insurances may be available from other providers.

18. This document confirms that insurance has been effected between you and us. In return for the appropriated premium, we agree to insure you in accordance with the terms and conditions, and to provide the benefits, detailed in this document and which are confirmed in the Master Policy. The Master Policy is the insurance contract which governs this insurance scheme and which has been agreed between us and Express Gifts Limited. A copy is available upon request.

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