VigorCare

Terms and Conditions

If you have purchased a VigorCare Service Pack, you must register immediately to activate it. Click here to activate/register.

VigorCare Terms and Conditions

1. Your VigorCare membership number (registration code) must be stated in all communication with the service centre for all VigorCare service.
2. VigorCare™ membership must be purchased and registered within 6 months 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 or at registration time. VigorCare cannot be purchased for, or activated on any unit for which there is an outstanding support ticket on or any pre-existing fault or issue.
3. If you purchase a VigorCare registration pack but fail to register it within 6 months of your product's purchase, your registration will not be accepted, and you will not have the benefits of Vigorcare. The service pack must also have been purchased within the past 6 months from a DrayTek authorised dealer.
4. 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.
5. VigorCare is available to the original purchaser of new equipment only; it is non-transferrable and applies to new, official UK channel products purchased through DrayTek Authorised dealers in the UK/Ireland only. When you register for VigorCare, you must provide full details of the owner as registrant. A third party (such as your dealer/supplier) may complete the VigorCare registration on your behalf, but they must enter your details into the registration, not their own, otherwise service will not be available to you or to your location. If a third party does complete the registration on your behalf, it is their responsibility to enter your details and those of your product correctly.
6. If you move location (change address), you should notify the VigorCare service team so that your details can be updated. Service will then be available at your new location, provided ownership and usage is still by the original registrant.
7. Your VigorCare cover is in operation only once we have confirmed back to you that the registration has been received and processed successfully. You must register directly only on the official DrayTek.co.uk web site – do not submit your details anywhere else. The target time for processing your application is within 48 hours of submission (exc. holidays/weekends). If we do not receive or process the registration, VigorCare cover will not apply.
8. 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.
9. The service centre normally aims to dispatch the same day if the request is received by 2pm, and delivery target is the next working day (exc. weekends and bank holidays) for most of the mainland UK however this cannot be guaranteed.
10. 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. If a different model is necessary, we will assist with configuration however your previous backups will not be restorable.
11. 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.
12. If you receive a replacement unit, the manufacturer's original warranty continues to run from the date of purchase of the original unit. VigorCare applies to the replacement unit and runs from the original date of VigorCare purchase.
13. For Advance replacement service, our courier will deliver a replacement to the registered address, our courier at the same time will collect the faulty item, please ensure you have packed and prepared the faulty item for collection at time of delivery of your replacement item. Our courier is unlikely to wait for long periods. In the case where the faulty item is not ready for collection at the same time, our courier may not deliver the replacement.
14. VigorCare support covers unexpected hardware failure of your product and does not cover faults which existed in the product before registration, software/firmware issues or inherent product faults.
15. The membership fee for VigorCare pays for service for 3 years or 5 years from the time and date of your original product purchase.
16. 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
17. VigorCare is not an underwritten insurance policy; it is an enhanced support service, with a membership fee.
18. VigorCare service is provided by Bonus Ltd, UK Company no. 4416864.
19. VigorCare does not provide on-site installation services. You will need to re-install the product yourself or arrange for your IT supplier or installer to do this. It's therefore still necessary for you to have someone capable of physically installing the device, configuring it or restoring a backup from your previous unit. Our support team are unable to assist non-technical people in configuration or installation. For resellers/IT companies, that means that VigorCare must not be considered as a replacement for your own service to your customers.
20. If your product fails, you may lose any data, settings or other information stored in it; it is always the customer's responsibility to keep up-to-date backups.
21. VigorCare members will receive periodic DrayTek UK newsletters; you can opt-out of those by clicking the unsubscribe link at the foot of any such email.
22. 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.
23. It shall be the user's responsibility to transfer service subscriptions from old to replacement products (e.g. content filtering); you must inform us when arranging service that the failed unit has live subscriptions in order that they are retained.
24. A new VigorCare subscription cannot be activated on any unit or issue for which there is an outstanding support ticket or any pre-existing fault or issue. Any deliberate attempt to obtain VigorCare service for a product not covered by VigorCare, where the cover is invalid or if you deliberately mis-describe a fault, circumstances or condition is criminal fraud and will be treated as such.
25. If the ‘faulty’ item returned under a VigorCare advance-replacement 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).
26. 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.
27. These Terms and Conditions are subject to change or clarification at any time, reasonably, during your membership. Please check back on this page for the latest version.

Last Updated March 2021