Introducing the Good Guys Concierge Program
The information provided is a summary of your service. For full details, please refer to The Good Guys Concierge Program terms and conditions.
Making life easier and more rewarding for you
The Concierge Program is The Good Guys’ way of taking care of everything for you – to make life easier and more rewarding. The Concierge Program is here to help you and your purchase. You’ll receive a welcome call after every purchase of a Concierge Program to ensure you have full access to all your benefits as part of this program.
How does the Concierge Program work?
Just add the Concierge Program when you purchase a product. After that you can call the Concierge Line Monday – Saturday to request a repair, loan product, replacement, reimbursement, or to take advantage of all the other benefits included in the Concierge Program. All you need to do is call 1300 765 988 and the Concierge Program will take care of everything else for you. You won’t pay for any repair bills for the whole period of your Concierge Program provided they meet the terms and conditions set out in this document.
How long does the Concierge Program last?
From day one for a period you choose! When you buy your product and add the Concierge Program, you can choose the period of cover that is available for your Product.
The Full Concierge Program at your service
You’ll always get V.I.P. service from our Concierge Program when you call with a request during the period of cover you choose including:
1. Tech Support
Sixty (60) days unlimited Tech Support over the phone for any Tech Zone Product purchased over $250. You can use this for any technology assistance related to your product including software and security installation, email and Skype set up, and GPS updates.
2. Loan product
If an essential Product like your fridge, freezer, washing machine, oven, cooktop or TV needs to be repaired and it will take longer than ten (10) days to repair from the time of assessment, the Concierge Program will organise a loan product for you until your repaired Product is back up and running.
3. Access to approved repair network
You’ll receive access to our network of approved repairers organised through the Concierge Program for an existing Larger Item, no matter how old your product is or from whom you purchased it. While the arrangements for the repairs are at no cost to you, you will be required to pay the repair costs.
4. In-home repairs for Larger Items
The Concierge Program can organise a repairer to come to your house to repair Products like fridges, washing machines and TVs. If the repair can’t be completed at home, the repairer will make all the arrangements to transport, fix, and return the Product to your house.
5. Repair guarantee
The Concierge Program will organise repairs for you and if it takes more than thirty (30) days to repair the Product from the date we inspect it, you’ll receive a replacement product.
6. Under $250 instant replacements
Products under $250 will be instantly replaced so you don’t have to wait for them to be repaired. Just call the Concierge Line, they’ll give you a claim number to take to The Good Guys store nearest you with your existing Product so the fault can be verified and you can take home a replacement product at your request.
7. No lemon guarantee
If your Product has a recurring fault more than three (3) times, you’ll receive a replacement product on the subsequent visit after an assessment has been made at your request. A stress-free guarantee!
8. Free couriers
All reasonable repair related courier costs are taken care of by The Concierge Program.
9. Holiday Rewards
You’ll receive Holiday Rewards dollars for the same dollar value as both the product purchased and the purchase value of your Concierge Program up to a maximum of $3000. You can use your Holiday Rewards dollars for accommodation, cruises, and holiday package deals throughout Australia and Asia Pacific, which could save you up to 60% on your next holiday! (Excludes Essendon (VIC) store. See in store for details.)
10. Worldwide travel cover
If you take your Product overseas and it breaks down while in your possession and while you are out of Australia, the Concierge Program will arrange to reimburse your repair costs up to $250.
11. Transferable service
If you decide to sell your Product or you’re giving it as a gift, you can transfer the time remaining on your Concierge Program to another person at no cost – simple!
12. Laundry reimbursement
If your washing machine will be out of action for more than ten (10) days from the time of assessment and you have not utilised a loan product, the Concierge program can provide you with a reimbursement of $100 for laundry costs, upon request, so you can stay on top of your washing.
13. Dinner allowance
If your oven or cooktop is over $250 in purchase price and will be out of action for more than ten (10) days from the time of assessment, the Concierge Program will provide you with a $100 dinner allowance upon request.
14. Food spoilage
If your fridge or freezer has a fault, the Concierge Program can give you up to $200 to replace any spoiled food, upon request.
15. Entertainment allowance
If your TV is over $250 in purchase price and will be out of action for more than ten (10) days from the time of assessment, the Concierge Program will provide you with a $100 entertainment allowance upon request.
16. Small Office Use
If you have a small business setup with a maximum of five (5) people, your IT products can be protected. We do not class ‘small office’ use as ‘commercial’.
17. Wear and Tear Covered
If your Product breaks down due to wear and tear arising from normal use of the Product, the Concierge Program will repair your Product
18. Price Shield
If our price on your product drops within 30 days of purchase we’ll give you back the difference as a Store Credit via SMS sent straight to your mobile phone. Simply claim online up to $100 Store Credit and receive your SMS within two working days.
1. How to obtain service
To utilise the benefits of the Concierge Program, you need to call 1300 765 988 and request the help you need.
If you have not utilised any of The Concierge Program services within fourteen days you can return to the store of purchase for a full refund of your Concierge Program.
3. Not Available for Commercial Use
Apart from small office use, the Concierge Program is not generally available for products used for commercial purposes. Please advise The Good Guys of the intended product use at the time of purchase, as you may not be eligible for the services included in the Concierge Program for a product to be used commercially.
There are some exclusions in the Concierge Program. Please read the full terms and conditions in this booklet for full details of the exclusions in the Concierge Program.
How do I make a complaint?
Your satisfaction is our number one priority. Please let the Concierge team know if you have any problems by calling 1300 765 988 so they can help.
Assessment & Repair
Large ProductsFor a Product purchased with the Concierge Program, we will contact the repairer directly with the details you provide us and have them contact you to make arrangements to assess and repair your Product without you needing to leave home.
Small ProductsFor small Products valued at more than $250, we will ask you to take your Product to a repairer close to your home for the fastest repair possible. Please let us know if you’re unable to take your Product to a local repairer and they’ll work with you to make alternative arrangements.
How to contact the Concierge Line
You can call The Good Guys Concierge Line on 1300 765 988, Monday – Friday, 8.30am-5.30pm (AEST), Saturday 9am-12pm (AEST) to access your service.
The Good Guys Concierge Program Terms and Conditions
This document sets out the terms and conditions of the Concierge Program.
1.1 What is the Concierge Program?
The Concierge Program is provided by The Good Guys and offers you a range of features and benefits as detailed in this document as well as convenient and consistent support for your Product from the day you purchase it. We give you certainty and peace of mind knowing that you’ll be protected for a guaranteed fixed period.
We take the hassle away by managing a claim from the very start. All you need to do is call the dedicated Concierge Line and we’ll do the rest. At all times during your Concierge Program you also have access to the following benefits.
- Direct contact with a person who will manage or arrange a resolution of your particular problem
- Dedicated Concierge Line (Monday to Friday, 8:30am – 5:30pm (AEST) and 9.00am – 12.00pm Saturday (AEST)
- Loan product on applicable products
- Sixty (60) days unlimited Tech Support for Techzone Products over $250
- In home repair for Larger Items in most cases
- Reimbursements you can claim with no receipts required
- Access to Holiday Rewards
- Repairs through our approved repairer network
1.2 Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Under the Australian Consumer Law, these rights apply regardless of your participation in this Concierge Program, commence from the date you purchase the Product and extend for a ‘reasonable period’. What is a “reasonable period” will depend on all of the relevant circumstances set out in the Australian Consumer Law, including the price of the Product, how it is used and its nature.
Certain benefits you receive under your Concierge Program are already available to you under Australian Consumer Law. Some of these benefits include the right to reimbursement of reasonable extra costs or loss you can show resulted from a faulty product. The Concierge Program does not seek to reduce, qualify or limit those rights in any way but to make enforcement or recovery of these costs simpler and less stressful for you. To the extent (if at all) that the terms of the Concierge Program (or any of them) appear to limit the rights and remedies under Australian Consumer Law, this is not intended and those terms are excluded. You at all times are able to exercise those rights and remedies rather than your Concierge benefits if you prefer. The benefits under the Concierge Program for which you pay are intended to be those benefits which are additional to rights and remedies already available under the Australian Consumer Law and any other law that applies to the goods and services that you purchase from us.
The Concierge Program does not change or remove any rights that the Australian Consumer Law or a Manufacturer’s Warranty may give you, but seeks to give you further benefits, certainty of outcome and to extend or strengthen what you may otherwise have. You are only paying for the rights and benefits that are additional to the rights you have under the Australian Consumer Law.
1.3 No performance guarantee or insurance
This Concierge Program is not a guarantee of performance or an insurance policy nor is The Good Guys an insurer. It is a service program subject to these contractual terms and conditions as agreed between you and us.
1.4 Modifications to Terms and Conditions
The Good Guys may change the benefits received and terms and conditions of the Concierge Program from time to time upon reasonable prior notice. Upon any change in the benefits or terms and conditions, The Good Guys will notify you directly or by updating the terms and conditions on its website located at thegoodguys.com.au The Good Guys reserves the right to modify or discontinue the Concierge Program as long as we provide to the Customer compensation up to the value of the unused modified or discontinued service.
Business Days means a day not being a Saturday or Sunday or a public holiday in Australia.
Concierge Program (also referred to as The Good Guys Concierge Program) means the service program of benefits and priority service applicable to your Product as detailed in these Terms and Conditions.
DGI means Domestic & General Insurance PLC ABN 11 124 040 768, AFSL No. 320666
DGSP means Domestic & General Services Pty Ltd ABN 73 127 221 032, AR No. 405230
Holidays Rewards refers to the rewards provided by Resort Rewards Pty Ltd (Rewards Corp) ACN 123 155 135 which are at all times subject to the Rewards Corp terms and conditions.
Larger Items means televisions over twenty eight (28)’’ in screen size and laundry, refrigeration and cooking appliances (including integrated microwaves).
Major Failure has the meaning given in the Australian Consumer Law in Schedule 2 of the Competition and Consumer Act.
Manufacturer’s Warranty means the voluntary warranty (if any) for parts and/or labour provided by the manufacturer of the Product.
Mechanical or Electrical Failure means a sudden and unforeseen breakdown of the Product arising from a mechanical or electrical fault including any failure arising from wear and tear (excluding a gradual reduction of the operating performance of the Product), but not including those listed in section 3.4.1 under the heading ‘Excluded faults’.
Original Purchase Price means the amount paid by you to The Good Guys to purchase the Product, as recorded on the original purchase receipt and/or tax invoice for your product.
Product means any electrical or battery operated appliance that you purchase from The Good Guys as described in the original purchase receipt and/or tax invoice for the product.
Tech Support means the Techzone assistance service provided and administered by SMSe Technologies
Techzone Products are laptops, PCs, printers, tablet computers, GPS navigation devices, cameras, computer accessories and any other product we reasonably consider to be a Techzone Product.
The Good Guys means the owner of The Good Guys store from which the Product was purchased and any additional party referred to on your original purchase receipt and/or tax invoice.
Third Party Service Provider means Rewards Corp and SMSe Technologies and any replacement or other third party service provider appointed to provide the Third Party Services.
Third Party Services means the Holiday Rewards and the Tech Support and any other such services which may be added from time to time.
we, us, our refers to The Good Guys or any authorised agent of The Good Guys whose name appears on the receipt and/or tax invoice for your Product and your Concierge Program.
you, your, or yours means the person or persons named as the purchaser on the original purchase receipt and/or tax invoice for your Product and your Concierge Program.
3. Specific Conditions
3.1 Eligibility for the Concierge Program
This Concierge Program is only available if the Product:
- is purchased new (subject to the rights in section 4.4 under the heading ‘Transfer’);
- is manufactured for use in Australia;
- is one of the following types of product:
- a domestic product, such as an appliance, used by you, for domestic or personal purposes only; or
- an office product , such as a facsimile machine, photocopier, computer, scanner, printer, other computer peripheral or telephone, designed, and used by you, for personal or office purposes (provided the product is in an office of a maximum of five (5) people).
3.2 Period of cover
This Concierge Program commences from the date of purchase of your Product and is valid for the period detailed on your purchase receipt as a total period value next to the Concierge product. The duration of the cover available will depend upon the Product purchased, subject to any cancellation rights:
- Techzone Products and products purchased for under $250 are eligible for a program of two (2) or three (3) years;
- products purchased (excluding Techzone Products) for over $250 are eligible for a program of two (2), three (3), four (4) or five (5) years; and
- air conditioners and heating products are eligible for a program of six (6) or seven (7) years.
Your Concierge Program will continue for the fixed term you have purchased regardless of if the product is replaced, as long as it is replaced in accordance with section 3.3.4 under the heading ‘Repair and replacement terms’.
3.3.1 Under $250 Instant Replacement
If your Product purchased with the Concierge Program is purchased for a value under $250 and is deemed faulty, we will replace the product without the need to send to a repairer. The Concierge Program will provide you with a claim number to take to your local The Good Guys store where the fault will need to be verified with one of our team. Upon verification of the fault, a like for like replacement item will be issued as per section 3.3.4 'Repair and replacement terms'.
3.3.2 Tech Support
If your Product is a Techzone Product with a purchase price over $250, this Concierge Program provides you with unlimited best effort technical assistance for sixty (60) days from your purchase date. You can access this benefit by calling the Concierge Line on1300 765 988 Monday to Saturday 9:00am – 6:00pm (AEST)
The best effort Technical Support is limited to advice given in relation to technical problems and or advice with how to use your specific hardware and/or the software related to any Techzone Product purchased at The Good Guys. The advice you will receive will be based on the latest technical knowledge available at the time.
Some Technical Support may require that The Good Guys access your computer. If The Good Guys is required to access your computer in the course of providing the assistance to you The Good Guys will not be responsible or liable under any circumstances whatsoever for any loss or corruption of the data stored on your computer howsoever caused so we strongly advise that you backup your data before the service is performed. The Good Guys will not back up any data on your computer in the course of providing the service. Where remote access is requested or used, a broadband or faster internet connection will be required, if not available, remote assistance will need to be passed over. You are responsible for all data and time procured on your internet connection during the course of remote assistance. For software installations, The Good Guys may accept End User License Agreements (EULAs) on your behalf and you irrevocably authorise The Good Guys and/or its agents to accept any relevant (EULAs) on your behalf. Copies of EULAs are available upon request. Software installations do not include software setup, or configuration and training on software will be limited to specific software suites. The Good Guys strongly recommends having an anti-virus software program running on your computer. This Technical Support will be provided by SMSe Technologies, on behalf of The Good Guys.
3.3.3 Holiday Rewards
If you purchase the Concierge Program in a completed transaction, you will receive a Holiday Rewards online travel account for the same dollar value as both the product purchased and the purchase value of your Concierge Program up to a maximum of $3000.
This Holiday Reward voucher may be applied as a partial payment (up to 60%) towards your holidays. Each Holiday Rewards voucher can be applied as a partial payment only towards the published or discounted accommodation, package or cruise rates displayed on the website holidayrewards.com.au or the Holiday Rewards brochure. For full terms and conditions and more information, visit holidayrewards.com.au! (Excludes Essendon (VIC) store. See in store for details.)
3.3.4 Repair and replacement terms
In the event of a Mechanical or Electrical Failure of the Product, if we cannot solve the problem by phone when you call the Concierge Line, we may:
- have our approved repairer carry out repairs to the Product; or
- if we decide the Product is unable to be repaired or uneconomical to do so, replace the Product with a product of the same or similar make and technical specification as determined by us that does not exceed the original purchase price;
- repairs and/or costs associated with repairs to your Product will be at no cost to you provided they do not fall outside any exclusions as noted in section 3.4.
We will repair or replace the Product or relevant parts with the same or equivalent product or parts. If the manufacturer or their agents only offer a refurbished part or product swap facility, we may replace the Product with a refurbished product of the same type, rather than repairing it. For the purposes of this Concierge Program, the replacement in this instance will be deemed a repair. Refurbished parts may be used to repair the Product.
The replacement product we supply may have a lower selling price and is not limited to the original manufacturer of your Product.
Where we have replaced the Product, the faulty Product or parts replaced become our property. You may dispose of the Product if we agree and it is in your possession.
Where we have replaced the Product with a like for like replacement, your Concierge Program will continue on the replacement product for the fixed term you have purchased. If there is no replacement product and/or you elect to have the equivalent product replacement value paid out in gift card or store credit, your Concierge Program will no longer continue.
3.3.5 Loan product
If your Product is listed as an eligible product in Table 220.127.116.11 below and it has not, or likely cannot be repaired or replaced in section 3.3.4 ‘Repair and replacement terms’ for ten (10) or more days from the date we first inspect it, then on your request we will supply you with a loan product. The standard delivery time of the loan products is:
- the next Business Day if we receive your request before12pm (AEST); or
- two (2) Business Days if we receive your request after12pm (AEST).
We will deliver your loan product to you free of charge if delivery is to an address within a 25km radius from your nearest The Good Guys store. If your delivery address exceeds a 25km radius, you will have to arrange your own transportation for collection and pay the costs, and any delivery time that may exceed the standard delivery time.
|Eligible Products||Loan Products|
|Washing Machine||Washing Machine|
The product on loan may not necessarily be the same size, brand or have the same specifications as your Product. All products on loan must be returned in the same condition in which it was supplied to you (subject to reasonable wear and tear).
You will be required to sign a loan agreement form before a loan product will be issued to you.
3.3.6 Repair guarantee
If the repair of your Product is not completed within thirty (30) days from the date we first inspect it, subject to you being available for any appointment reasonably proposed by our repair agent or the date we receive your Product (if it was couriered to us), we will upon your request replace your Product in accordance with section 3.3.4 under the heading ‘Repair and replacement terms’.
3.3.7 Worldwide travel cover
If your Product suffers a Mechanical or Electrical Failure while in your possession and while you are out of Australia, you will be required to pay for the repair yourself, and claim from us upon return a reimbursement of up to AUD $250 of the repair costs. You must notify and provide us with a valid invoice within fourteen (14) days of your return to Australia as well as proof of travel (flight itinerary or booking confirmation). We will reimburse you as soon as practicable after receiving a valid invoice. You are eligible for a maximum one (1) worldwide travel cover claim per year.
3.3.8 No lemon guarantee
If a Product has a recurring fault which requires repairing more than three (3) times as a result of Mechanical or Electrical Failure, the Product will be replaced on the subsequent visit after an assessment has been made at your request, notwithstanding section 3.3.4 under the heading ‘Repair and replacement terms’.
3.3.9 Food spoilage
If the Product is a refrigerator or freezer, we will at your request, pay for food spoilage caused by a Mechanical or Electrical Failure of the Product, up to a maximum of $200 for each Mechanical or Electrical Failure covered by this Concierge Program. You will not be required to provide any receipts.
3.3.10 Reimbursement for specific Products failures
If your Product is listed in table 18.104.22.168 and it has not or likely cannot be repaired within ten (10) days of the time we have inspected your Product, subject to you being available for any appointment reasonably proposed by our repair agent, and you have not utilised a loan product, we will, at your request, provide you with the following reimbursement for that Mechanical or Electrical Failure.
|Laundry reimbursement (for washing machines or washer dryers)||Provision of a $100 payment|
|Entertainment allowance (for televisions over $250 purchase price)||Provision of a $100 payment|
|Dinner allowance (for ovens or cooktops over $250 purchase price)||Provision of a $100 payment|
3.3.11 In-home repair for Larger Items
For Products which are larger Items, in most cases any repairs under the Concierge Program will where possible be undertaken in your home if those repairs can be carried out effectively and safely (as determined reasonably by us). If repairs are required to be undertaken at an approved repairer’s premises, we will bear all cost to remove and re-install and to transport the Product to and from those premises.
3.3.12 Courier costs
If your Product is serviced by this Concierge Program and requires repair and we request the Product be sent to our repairer, we will pay for the cost to courier or freight the Product, excluding any barge or ferry costs, from your home to our approved repairer, and from our approved repairer back to your home.
3.3.13 Repair costs
In most cases, we will conduct repairs to Products under the Concierge Program using one of our approved repairers who will invoice us directly. However, in rare circumstances we may not have an appropriate approved repairer, and may at our reasonable discretion, agree that you nominate a repairer and pay the repairer yourself. We will reimburse you as soon as practicable after receiving from you a valid tax invoice for the repairs.
3.3.14 Access to approved repairer network
With your current Concierge purchase, you will have access to our approved Repair Network. This means that while your current purchased product is already covered, you will also have access to our Repair Network for any existing larger Items in your home. It doesn’t matter how old they are or where you purchased them. With these items we will recommend a repairer to you, where the call out and repair costs will be at your expense.
3.3.15 Wear and Tear Coverage
If your Product breaks down due to wear and tear arising from normal use of the Product, then Concierge will repair or replace your Product as in section 3.3.4. A breakdown caused by wear and tear is one that is not the result of any external influence (ie: physical impact or water damage)
3.3.16 Price Shield
To be eligible for a Concierge Price Shield claim you must have purchased a product with Concierge and lodge an online claim within 30 days of your purchase date. Evidence of The Good Guys lower advertised price must also be provided. Purchase must be paid in full and delivered and applies to personal shoppers only. Limit one claim per product.
Eligible claims will receive back price difference by a store credit via SMS within two working days. Claimable Price difference is capped at $100 store credit. Some claims may be rounded up to the nearest dollar. A valid mobile number must be supplied on the online claim form. The store credit will be valid for 30 days from the date of issue and cannot be used to purchase gift cards or products from Asko, Miele, Falcon, Jennair, Neff or any other agency brand.
Claims can only be submitted online at www.thegoodguys.com.au and are not available in store.
Price Shield excludes The Good Guys pricing from 24 December to 1 January, advertising errors or misprints, verbally negotiated prices, cash backs & discounts offered by a supplier or another third party, bonus offers, limited or minimum quantity offers, clearance and The Good Guys eBay Outlet. The terms and conditions of our “Concierge Price Shield” are subject to change without notice.
3.4 What’s excluded?
This Concierge Program does not cover:
3.4.1 Excluded faults
- A fault or deficiency in operation, quality or appearance in the Product brought to your attention before you purchased the Product; or
- Faults caused by:
- negligence, accidental or deliberate misuse or unauthorised alterations;
- failure to follow the manufacturer’s instructions for usage, installation, operation or maintenance;
- external sources, including electrical interference, power surges and voltage fluctuations;
- infestations of vermin, pests or insects
- acts independent of human control which occurred after the Product left our control;
- acts of God or man-made catastrophes.
3.4.2 Excluded repairs
- cosmetic damage, items, such as paint or finishing, dents or scratches, which do not affect the operation of the Product;
- repairs to accessories used in or with the Product; and
- cartridges, styli, tapes, software, or add-on options incorporated in the Product.
3.4.3 Excluded costs, loss or damage
The following costs, loss or damage are excluded from the Concierge Program:
- cost of replacement of any item or accessory, either external or internal, that is intended to be replaceable including shelves, fuses, batteries, light bulbs, fluorescent tubes and related starters, filters, attachments, cables, plugs, light covers or rain covers;
- loss, damage or costs incurred as a result of:
- damage to or loss of software, data or removable data medium caused by the Mechanical or Electrical Failure of the Product;
- damage to or loss of software, data or removable data medium caused by the Mechanical or Electrical Failure of the Product;
- using the Product for purposes other than those described in section 3.1 under the heading ‘Eligibility for the Concierge Program’;
- transportation, installation or removal of the Product unless we are responsible;
- loss, damage or costs incurred where no Mechanical or Electrical Failure is identified;
- normal maintenance costs, cleaning, servicing, re-gassing lubrication or external adjustments;
- the Product if it is recalled by the manufacturer, importer or a government agency;
- any claim against you by any third party including for personal injury or damage to property;
- any claim by you for personal injury or damage to property; and
- costs incurred for the delivery and installation of a replaced product or extraction and disposal of an existing product in your possession where original delivery and installation was not performed by The Good Guys.
If the Product is a television the following are also excluded from the Concierge Program:
- stands or wall brackets unless specifically covered by a separate agreement;
- damage to screens, stands or wall brackets that is caused by faulty or incorrectly installed stands or wall brackets;
- screen defects resulting from ‘after image’ or ‘burn in’; and
- faults where the Product is operating within the normal range of the manufacturer’s performance specifications, for instance specifications in relation to abnormal pixel operation, standard brightness reduction or fan noise.
4. General Conditions
4.1 Back up of data
Please be aware that where the Product is capable of retaining user-generated data, this may be lost during a repair process. We accept no liability for any loss of data during repair.
We, therefore, recommend that you back up your data prior to any repair.
Data may be stored in files and folders on appliances such as your computer, telephone contacts in your mobile telephone, songs and other media stored on portable recordable devices and games saved on consoles.
4.2 How to obtain service
Please call our Concierge Line on 1300 765 988:
- to seek assistance under the Concierge Program; or
- if you have any questions about your Concierge Program.
4.3 Refusal of claims
We may refuse service under the Concierge Program, or reduce the benefits available to you, if, in our reasonable opinion, you make any misrepresentation or commit any fraudulent or dishonest act or omission in connection with a service request. We may also refuse service where an exclusion applies, if you do not comply with a material term of the Concierge Program, or in accordance with our rights as set out in section 3.3.18 under the heading ‘Cancellation of this Concierge Program’.
You can transfer your Concierge Program to a new owner of the Product at no cost to you. To arrange a transfer, please call the Concierge Line.
4.5 Cancellation of this Concierge Program by you
If you decide for any reason that you would like to cancel your Concierge Program, the following conditions apply:
- subject to (b), if you cancel within fourteen (14) days after the date of purchase, we will provide you with a full refund of the amount you have paid; however,
- no refund is payable if you obtain service under the program within fourteen (14) days after the date of purchase or if you cancel more than fourteen (14) days after the date of purchase.
Cancellation of this Concierge Program by Us
We have the right to cancel your Concierge Program if you commit a material breach of any of these Concierge Program terms and conditions, you have given any false information to us when seeking service or otherwise, or for any other reason allowable by law. We will provide you with reasonable notice of the cancellation.
5. Important Information
The Good Guys have engaged DGSP as its service agent to assist in the performance and management of its obligations under this Concierge Program and for this purpose, you consent to The Good Guys providing DGSP with your contact details and information about the Product.
The Good Guys may use and disclose information about you to its insurers (including DGI), its claims managers, its repairers and its other suppliers (including to any person situated outside Australia) for the purpose of:
- transferring this Concierge Program to a new owner of the Product you purchased;
- providing service and benefits in relation to your Concierge Program;
- repairing or replacing the Product within your Concierge Program period; and
- offering new products and services related to the Concierge Program to you.
You consent to these parties contacting you or a new owner of the Product you purchased, including sending email, SMS, mail or making contact by telephone, for the purposes set out in section 5.1 under the heading ‘Privacy’. You confirm you have the necessary authority to provide the information and to give these consents.
5.2 Law and jurisdiction
This Concierge Program is subject to the laws of the State or Territory in Australia where it was purchased.
Any notice we give you will be in writing and will be effective from the earlier of the time of:
- delivery to you personally;
- postage to your address last known to us.
It is important you notify us of any change to your address as soon as possible.
5.4 How to contact us
You can contact us by calling our Concierge Line on 1300 765 988, Monday to Friday, 9.00am – 6.00pm (AEST), by email at firstname.lastname@example.org or by writing to us at Concierge PO Box 238, Melbourne VIC 3205.