Terms & Conditions

Thank you for choosing one of our heating maintenance services. Please read this terms & conditions document carefully as it contains important information regarding the terms and conditions of the contract between you and us. This is not a contract of insurance, a guarantee or an insurance policy. You are entitled to cancel this contract within 14 days, if you do not cancel the contract then you agree to be bound by the contract for the service period. The service period is 12 months from the start date which is set out in the covering letter enclosing these terms.

GENERAL CONDITIONS

The contract will be legally binding on you and us from the date on which you agree whether by telephone, online or by signing an agreement to take out a service plan with us. Please note your right to cancel within 14 days as described below.
Whilst the contract is legally binding from the date on which you agree to take out a service plan, we will not provide any services under the contract before the start date (the start date is set out in the covering letter enclosing these terms).
Your service plan entitles you to one annual service visit and unlimited emergency call outs. You can only request a call out (other than a planned service visit) in an event of a breakdown or event of an emergency.
We will carry out a product evaluation of the products/services covered under your chosen service plan before the agreement become live and binding on between both parties. We will notify you of any parts or elements of the product and or service cover plan that may Page 2 of 4 incur an excess fee and or be excluded or void of cover under the service plan provided. These excesses if any, will be detailed in your Service Agreement.
If your service plan has excesses or excluded items and you agree to the repair quotation provided, you shall be entitled to a maximum discount of £500 (silver plan) or £750 (gold plan) and £250 (central heating only) against the cost of applicable repairs to your boiler or central heating system for the duration of your service period.
We will cover the cost of applicable emergency repairs on your behalf up to the amount of the discount referred to in clause 4, depending on your service plan. The cost will be charged at our standard charge rates (rate card available on request), or, if higher against the actual charges applied by our contractors.
New service plans opting to pay monthly are entitled to a maximum discount of £100 in the first 60 days and £250 on the first 90 days against repairs to your boiler and central heating system.
Any failure of the heat exchanger will mean your boiler will be deemed beyond economical repair.
If we are unable to repair your boiler or central heating system due to availability of parts from the manufacturer, we will deem your boiler beyond economical repair.
We are entitled to use subcontractors for any services.
We will attempt to contact you up to three times by telephone and email to arrange your annual service. If we don’t hear back, we will send a final notice through the post, we won’t make another contact attempt. It is your responsibility to arrange your annual service.
If you have opted to pay for your service plan monthly, you may only request your annual service after the first 6 months of your service period.
We maintain a 30-day exclusion period for new service plans, for renewed service plans no exclusion period will apply. The exclusion period starts on the start date, during this exclusion period we will not be required to provide an emergency call out service unless you agree to pay a deposit of £80.
You agree to cooperate with us and our contractors and provide access to the boiler and such reasonable assistance as may be requested.

REFUND AND CANCELLATION RIGHT OF WITHDRAWAL AND CANCELLATION

Every service plan purchased is subject to a 14 day cancellation period. Cancellation period starts on the day the agreement is entered into (being the date on which you agree whether by telephone, online or by signing an agreement to take out a service plan with us) and ends 14 days later.
Please note that if you ask us to provide services within the 14 day cancellation period (which may require payment of a deposit) then you will still be entitled to cancel but you will be required to pay us for the services provided.
To exercise your right to cancel within the cancellation period please inform us of your decision to cancel with a clear statement (e.g. by email, telephone or post). You can use the cancellation form attached to these terms (but you do not have to do so)
If you cancel this contract within the cancellation period, we will reimburse to you all payments received from you.
We may make a deduction from the reimbursement for the cost of any services supplied during the cancellation period. If you requested that we provide services during the cancellation period, you agree to pay us a proportionate amount for the services provided.
We will make the reimbursement without undue delay and not later than 14 days after the day on which we are informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement
To meet the cancellation deadline it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
We may cancel the contract immediately if a) you provide false information; or b) you cancel your Direct Debit instruction with your bank and you do not set up a replacement Direct Debit instruction; or c) you fail to make your first Direct Debit payment.