In the event of a problem you may have statutory rights against the seller or manufacturer of the product under warranties or guarantees expressed or implied by mandatory provisions of law. Brightcover and Brightcover Mobile do not replace these rights or make them void. These rights include the right to claims a refund, repair or replacement for up to six years (five years in Scotland after you became aware, or could not with reasonable diligence have become aware there was a problem) if your product/s were not of satisfactory qualify or fit for purpose when sold to you. You can find further information about your statutory rights at the Citizens Advice Bureau: www.citizensadvice.org.uk or 0808 223 1133.

No, you are under no obligation to buy a Brightcover or Brightcover Mobile policy when you purchase your product.

Extended warranty and insurance products are available from other retailers, insurance companies and providers. Cover may also be available on some devices and appliances (including mobile phones) by your credit card provider. You may also be covered under your home contents insurance or other policies you may have.

Making a claim is simple. You can register your claim online at www.brightcoverclaims.co.uk or call us on 0800 102 6280. All you need is your original purchase receipt.

If you contact your original store of purchase, they will be able to provide you a printed copy of your receipt. If you cannot recall what your original store of purchase is, contact us on 0800 102 6280 and our customer care team can help you.

No, if you make a claim, your policy does not automatically end. Here are the following scenarios when your policy will end.

For Brightcover

• If you make 2 repair claims under your accidental damage cover.

• If we replace your product with a product or provide you with store credit or cash reimbursement.

• When your term of cover expires.

• You cancel your policy.

For Brightcover Mobile

• If you make 2 repair claims under your cover.

• If we replace your mobile phone with a mobile phone or provide you with store credit or cash reimbursement.

• When your term of cover expires.

• You cancel your policy.

Occasionally, faults can be caused by the use of the product outside of the operating instructions provided by the manufacturer. If you suspect a fault with your product, we always recommend referring to the original documentation provided with your product and performing troubleshooting prior to registering a claim.

We recommend that you contact our customer care team prior to transporting your product. You may not be required to transport your mobile phone, particularly as we cover some costs of freight. Our customer care team can talk with you about what options you have, to get your product assessed as quickly as possible. Contact us on 0800 102 6280.

The date that your cover starts will depend on your Brightcover policy.

For Brightcover - Your accidental damage cover starts from the purchase date of your Brightcover policy. Your extended warranty cover will start at the day after the manufacturer warranty on your product expires.

For Brightcover Mobile - Your cover starts from the purchase date of your Brightcover Mobile policy.

In order for us to provide you with easy and hassle-free claim registration process, We ask that you have the following items handy when calling our customer care line:

• A copy of your original proof of purchase;

• Your product brand, model and serial/IMEI number (for mobile phones); and

• Your contact details, including phone and / or email.

For Brightcover - You are protected against electrical, electronic and mechanical faults your product may suffer. For Brightcover customers we also cover faults caused by dust, internal humidity, wear and tear (not including batteries in hearables or user replaceable batteries in cordless vacuums). Accidental damage, and any defects in materials and workmanship.

For Brightcover Mobile - You are protected against damage to your mobile phone caused by an unexpected and non-deliberate event occurring at a definable time and place and impairing the functionality or safe use of your device. It can be caused by a drop, fall, impact or liquid.

No. You are only covered under your Brightcover and/or Brightcover Mobile policy for incidents or faults that occur in the United Kingdom, excluding the Channel Islands.

For Brightcover - Your policy does not include cover for faults or failures covered by the manufacturer during the manufacturer's warranty period and does not include cover for accessories such as, but not limited to, wired headphones, microphones, cords and cables, ancillary game controllers and memory cards. Faults with user replaceable batteries, including but not limited to battery wear and tear. Your policy does not cover accidental damage to your product after the accidental damage cover period has expired. Cosmetic damage is not covered.

For Brightcover Mobile - your policy does not include cover for loss or theft of your mobile phone or loss of data. Brightcover Mobile does not include cover for faults or failures caused by electrical or mechanical faults and does not include cover for accessories such as, but not limited to, wired headphones, microphones, cords and cables. Your policy does not cover accidental damage to your product after the accidental damage cover period has expired. Cosmetic damage is not covered.

Yes, you can cancel your policy at any time.

For Brightcover - If you request a cancellation during the 45-day cooling off period, you will receive a full refund of your premium. If you cancel after the 45-day cooling off period, any unused premium that you have already paid at the time of cancellation will be refunded on a pro rata basis. We will cancel your policy at the monthly anniversary of the date you purchased your policy. If You submit a claim which is resolved either by a replacement product, a store credit or cash reimbursement, no refund of premium will be provided.

For Brightcover Mobile - If you request a cancellation during the 45-day cooling off period and no claim has been made, you will receive a full refund of your premium. If you have made a claim during the cooling off period and you cancel your policy during the cooling off period, you will not receive any refund of premium that you have paid. If you cancel after the 45 day cooling off period, you will not receive any refund of premium that you have paid.

If you wish to make a complaint regarding your experience with Brightcover or Brightcover Mobile, please call the customer service team on 0800 102 6280 or email: [email protected].

If the matter cannot be determined to your satisfaction, please write to:

IC Frith Service Contracts Limitedc/o Brightcover Customer Services TeamSuite 5, Elmwood Business Centre44-46 Elmwood Ave, Belfast, UK,BT9 6AZ.

The customer service team will confirm the receipt of your complaint within 48 hours of receiving it and will endeavour to have a resolution to your complaint within 5 working days. If you are not satisfied with the outcome of your complaint, you may refer the matter to the Financial Ombudsman Service:

Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

Visit: https://www.financial-ombudsman.org.uk

Phone: 0800 023 4567 or

Email: [email protected]