VigorCare
Enhanced Warranty Support
Service Terms & Conditions

VigorCare Terms and Conditions

1. Your VigorCare membership number must be stated in all communication with the service centre for all VigorCare service.
2. Your membership number is unique to your registration and covered product and should not be disclosed to 3rd parties or used for any other product or purpose.
3. VigorCare™ membership must be purchased and registered within 30 days of purchase of your product. Proof of purchase, in the form of a copy of your original sales invoice may be required in the case of any service request.
4. If you purchase a VigorCare registration pack but fail to register it within 30 days of your product's purchase, your registration will not be accepted and you will not have the benefits of Vigorcare. If there are exceptional circumstances why you have been unable to register, please advise the VigorCare team for consideration, but otherwise your membership will not be valid and the pack cost is non-refundable.
5. Pre-Configuration of advanced replacements : Replacement units can be pre-configured with your existing product configuration provided that you have provided the service centre with a configuration backup-file in advance or have a way of sending it to the service centre before the replacement unit is sent to you. It is the customer's responsibility to ensure that the backup file we hold is up-to-date with your latest configuration.
6. For security, backup configuration files should be sent to us in encrypted form, for example a ZIP archive with password protection. We do not ask for the password in advance but you must be able to tell us the password if needed.
7. Next-day advanced replacement service is available to most of the mainland UK, excluding the highlands of Scotland. Delivery costs and service times to other areas may be charged additionally.
8. VigorCare is available to the original purchaser of new equipment only; it is non-transferrable and applies to new products purchased through DrayTek Authorised dealers in the UK only.
9. If you move location (change address), you should notify the VigorCare service team so that your details can be updated

10. Your VigorCare cover is in operation only once we have confirmed back to you that the registration has been received and processed successfuly. The target time for this is within 24 hours of submission (exc. holidays/weekends)
11. VigorCare is only available on UK products supplied through an authorised DrayTek dealer, through UK distribution channels.
12. VigorCare covers products used or installed in the UK/NI or Ireland only.
13. Your covered product must be registered with the Service Centre at the time of purchase; your registration form is enclosed within the VigorCare pack.
14. VigorCare is only available on retail products sold through official UK distribution; it does not apply to 'grey imports', personal imports or any products sourced from outside of the UK/Ireland.
15. If you wish to travel to the service centre instead of having the replacement unit delivered, this must be arranged/agreed in advance. If you do attend in person, it may be possible to diagnose/repair your unit or replace it while you wait, otherwise you will receive a replacement unit. Please call first to make an appointment if you prefer to visit in person.
16. The service centre normally aim to dispatch the same day if the request is received by 2pm (or later), and delivery target is the next working day (exc. weekend and bank holidays) however no absolute guarantees can be given.
17. The replacement unit will be the same model and may be new or refurbished. If the same model is not available, a model of equivalent or higher functionality may be supplied at the service centre's option'.
18. When returning a faulty product, you should retain any expansion modules, power supplies, accessories and cables; only the main unit will be replaced unless other components are suspected as faulty.
19. The manufacturer's original warranty continues to run from the date of original purchase, concurrently with VigorCare.
20. You must return the faulty unit to the service centre, carriage paid and using a suitable insured carriage method, within 7 days of receipt of the replacement unit, otherwise the replacement unit is fully chargeable at current RRP.
21. Configuration backups may be sent to the service centre when a necessary change has been made to the previous backup held; you must additionally always retain your own local copy on and off-site.
22. A Security deposit may be required (normally by credit/debit card) for the replacement unit. This is refundable in full after the faulty unit is received back in the expected condition by the service centre.
23. VigorCare support covers failure of your product and does not cover faults which existed in the product before registration or inherrent product faults which may be in a replacement unit too.
24. The membership fee for VigorCare pays for registration for 3 years from the time of your original product purchase. Cover does not start until the service centre have received, processed, validated and confirmed your registration.
25. When you register your membership, the service centre will validate your application to make sure that the membership pack/code is valid for your product and that is has not already been used for another product.
26. Whilst we endeavour to provide the service at all times as described here, no service level or term is guaranteed. All services are available on best-endeavour basis only
27. VigorCare is not an underwritten insurance policy; it is an enhanced support service, with a membership fee.
28. VigorCare service is provided by Bonus Ltd, UK Company no. 4416864.
29. VigorCare does not provide on-site installation services; you will need to re-install the product yourself or arrange for your systems people to do this.
30. The activation code contained in your VigorCare pack is unique and cannot be replaced; you should keep the code card safely and securely. You should not disclose that code to any third party or publish it anywhere.
31. VigorCare and your original manufacturer's warranty does not cover damage or failure caused by factors which are not covered by the standard warranty (for example, fire, flood or lightening damage) or other physical damage/trauma or any use of the product other than that for which it is intended. In such instances, however, the service centre may be able to assist in supplying a replacement unit promptly and pre-configuring it is we have the config file.
32. If we store your configuration, it is your responsibility to ensure that it is usable, intact and that you know the admin password to access it. If the configuration cannot be used due to our own error or unavailability of an identical unit, our responsibility shall extend only to assisting with configuring the unit manually in our service centre and you shall be required to provide all necessary parameters for this.
33. In the case of the exact same model not being available for replacement and a substitution is made, your configuration file may not be usable. In such cases, if your config was held in advance of the fault occurring, we may offer to configure your replacement unit manually provided that you can provide full details of the required configuration, including required passwords/usernames where applicable.
34. It shall be the user's responsibility to transfer service subscriptions from old to replacement products (e.g. content filtering).
35. Vigorcare does not provide on-site or additional telephone support services unless these have been arranged additionally by your supplier/dealer.
36. VigorCare covers only the single specific product/unit which has been registered for the membership, except where a site licence or multiple units have been covered.
37. Your VigorCare registration is invalid if you do not make payment for the service or if your payment is latet cancelled or disputed (for example a credit card 'chargeback' imposed on your dealer/supplier).
38. Any deliberate attempt to obtain VigorCare service or support of any kind for a product not covered by VigorCare or where the cover is invalid is criminal fraud and will be treated as such.
39. If the item returned under VigorCare is not the unit covered by your Vigorcare membership, the full cost of the advance replacement unit is chargeable in full and non-refundable. You will also be liable for all other costs incurred for the invalid claim (such as carriage).
40. The service offering of VigorCare is subject to change at any time without notice, with new features/services be added or existing facilities discontinued. The service available to you will be that in force at the time of your original registration.
41. These Terms and Conditions are subject to change or clarification at any time, reasonably, during your membership.

Last Updated 24th February 2011