TERMS AND CONDITIONS
We intend to rely upon the terms and conditions as set out in this document. Please therefore take the time to read them to ensure you are happy with them and to take full benefit from the plan. Protection will commence 28 days from the start date of the plan. These and your plan summary, and any changes we notify you about (at renewal or otherwise), form your agreement with us.
DEFINITIONS
we/us/our: Heating and Plumbing Assist Ltd, the provider of the plan.
you/your: the person named on your certificate.
plan: this contract of services.
boiler: the boiler protected by this plan, as shown in your plan summary, which is out of the manufacturers guarantee.
your plan summary: the documentation sent to you once you have taken out a plan confirming details of cover.
ELIGIBILITY
You must be at least 18 years old and resident in the United Kingdom to be eligible. Your boiler must be in good working order when this plan starts.
CONTRACT OF SERVICES
This plan is a contract of services and is governed by UK laws and regulations concerning service contracts. This plan is not an insurance product and therefore insurance regulations do not apply. Please note that we will decide whether to provide repair services or not at our discretion.
IMPORTANT CONDITIONS AND YOUR OBLIGATIONS
CONDITIONS
The following conditions apply to this plan:
- You must provide us with any information that we request when you apply for the plan. All information you give must not be false or misleading;
- Your boiler must have been installed, maintained and used in accordance with the manufacturer’s instructions;
- Your boiler must be owned by you and kept only for domestic use in a private home, solely occupied by a single household (at the address you gave);
- Your boiler must be easily accessible and meet all relevant safety standards and be safe to work on;
- You must take reasonable steps to limit the damage to your boiler once you are aware of the breakdown; and
- Any indication of non-compliance with any of the above conditions shall give us the right to immediately terminate your plan.
- Should there be any work required to make your boiler accessible for repair then this shall be your responsibility to arrange prior to requesting services from us. When requesting a repair from us under your plan you must inform us at the outset of any intended works required in order to make the boiler accessible/compliant with all relevant safety standards and we shall be entitled to request certification of completed accessibility/compliance works prior to undertaking our repairs to your boiler.
- We are entitled to withhold our provision of the services under your plan should we arrive at your premises to undertake the repair works and discover that the boiler is not accessible or compliant.
- We may end your plan by giving written notice should we deem that you have failed to comply with the conditions and eligibility requirements in these terms or that you have not fulfilled your obligations under your plan.
WHAT TO DO IN THE EVENT OF A BOILER BREAKDOWN
If your boiler suffers a mechanical or electrical breakdown after the end of the manufacturer’s parts and labour guarantee period, please contact us as soon as possible on 08000 563211 and our customer service team will, at our discretion, decide whether to approve a repair. If a repair is approved our customer service team will arrange for an engineer to attend to carry out repairs, subject to the terms and conditions of your plan.
LIMITS OF THE PLAN
There is no limit to the number of repairs you can request under your plan however there will be a £500 claim limit imposed by us per year. For the avoidance of doubt, under no circumstances shall we be liable for any repair costs to your boiler that exceed the value of £500. We do not cover boilers that are over 15 years old. You are unable to make a claim within the first 28 days from the start date of your plan.
REPAIRS INFORMATION
IMPORTANT INFORMATION ABOUT REPAIRS
Only engineers approved by us are authorised to carry out repairs under this plan, unless we agree otherwise in advance. Repairs will be carried out within the repairer’s normal working hours ( 9am to 5pm, Monday to Friday) on a date agreed with you. If we approve a repair but are unable to find an approved engineer, we’ll permit you to use your chosen repairer. You will have to pay them and claim the cost back from us. Please keep a copy of your invoice and send to us.
WHAT HAPPENS IF WE DECIDE NOT TO REPAIR ?
If we decide not to approve a repair request which would otherwise fall within the terms of your plan, we will inform you. Unless our refusal to repair is due to a breach of these terms by you, all fee payments you have made in the current period of your plan will be refunded and your plan will end immediately. No further amounts will be payable. We’ll confirm this in writing to the last address you gave us.
GENERAL EXCLUSIONS
The following are excluded from the plan and we will not pay for repairs which relate to:
1.Modifying or making the boiler comply with legislation, work on the boiler that is only required due to legislation changes or making it safely accessible.
2.Your failure to follow the manufacturer’s instructions.
3.Any problem with the supply of electricity, gas or water.
4.Routine maintenance, cleaning, servicing and re-gassing.
5.Indirect, direct or any consequential loss arising from your loss of use of the boiler or incidental costs caused by breakdown or repair
6.Damage to any other property or possessions, whether affixed to the boiler or not, unless it is proven to be our fault.
7.Any loss, damage or impairment to functionality caused by: theft, attempted theft, neglect, deliberate damage or damage caused by animals, plants or trees.
8.Any loss, damage or impairment to functionality caused by: earthquake, flood, lightning, fire, wind, humidity, weather conditions, storm or other natural events or catastrophes, abnormally high or low temperatures, plumbing problems, corrosion, chemical exposure, radiation, explosion, terrorism, war, riot, armed conflict, civil commotion, rebellion, man-made events or catastrophes or technological hazards (such as computer viruses or date-change faults).
9. Repairs, maintenance work, or use of spare parts, where not approved by us.
10.Commercial or business use including use by charities, not-for-profit organisations, local government or other such similar
organisations (unless we agree to the use in writing beforehand).
11.Fraud or attempted fraud, or where the condition of the product is not consistent with the request you made.
12.Damage during delivery, installation or transportation of the boiler third party who is not our agent.
13. Any breakdown cost already covered by any manufacturer, supplier or repairer guarantee or warranty on the boiler.
14.Replacement or recall of the boiler (or any part) by a supplier or the manufacturer.
15.We will only cover the actual boiler, we will not cover anything that is not part of the actual boiler, e.g. pipes leading to or from the boiler, the flue, air units, radiators, immersion heaters, water tanks etc; normal operation or adjustment of the product controls, ie water pressure adjustment; we will not cover boilers that have not been serviced on an annual basis, due to the maximum limit on claims we will not replace your boiler.
16.Cosmetic damage such as damage to paintwork, dents or scratches.
PAYING YOUR FEES
1. If you pay the your fees (inclusive of all applicable taxes) by Direct Debit on either a monthly or quarterly basis, you must make regular payments in accordance with the ‘Payments schedule’ set out in your plan documentation. If we are unable to collect a payment from your bank we may attempt to request payment again unless you advise us otherwise.
2. If instead you choose to pay all the fees for the period in advance in one payment, you must pay this amount (inclusive of all applicable taxes) before the plan will start.
3. We may use a collection agency to recover any amount owing to us.
4. If you do not pay for your plan on time, it will be suspended from the due date. Any requests for repairs past this date will not be considered for approval unless payment is received. Should you wish to cancel the plan at any time, please call our customer service team.
DURATION AND RENEWAL OF YOUR PLAN
1. If you are paying for your plan on a monthly or quarterly direct debit basis, after the first year of cover we will continue to collect your payments on a rolling basis until such times as you inform us that you wish to cancel. The direct debit will again be collected from your specified bank account to ensure you are always protected. Should you wish to cancel the plan at any time, please call our customer service team.
3. If you are paying for your plan on a one off annual basis, we will contact before your plan ends about renewing your plan. Your renewal fee may increase if you are paying on an annual one off basis.
4. If you pay by any other means, you will need to make payment for your plan to continue.
5. A cooling off period (lasting 14 days from renewal of the plan or the day on which you receive your renewal documentation, whichever is the later) applies at the renewal of your plan.
6. We reserve the right not to offer you a renewal on your plan.
CANCELLATION AND ENDING OF THE PLAN
COOLING OFF PERIOD – CHANGING YOUR MIND
1. The ‘cooling off period’ is the fourteen (14) day period from receipt of your documentation or from the plan start date, whichever is later.
2. If you change your mind during the cooling off period, you can cancel your plan and we’ll refund any fee paid.
3. If your plan automatically ends or is cancelled by us, these rights do not apply (see ‘Our right to cancel your plan or bring it to an end’ below).
AFTER THE COOLING OFF PERIOD
If you cancel your plan after the cooling off period then the following will apply:
• If you have not received a repair, we’ll refund the fee paid by you for the remaining full months of your plan. If you pay for your plan by Direct Debit, you will only receive a refund if you have already paid for any future months of your plan.
• If you have received a repair, no refund will be given and you will have to pay the cost of the repair. This will be capped at the plan fee (less any fees you have already paid in the current period).
HOW TO CANCEL
If you wish to cancel your plan, please contact us on 0800 0563211 (9am to 5pm, Monday to Friday, excluding public holidays). You can also cancel by writing to us at the address specified in the ‘Customer services details’ section. If you are paying by Direct Debit and tell your bank to cancel your Direct Debit Instruction, but do not contact us first, we will not immediately cancel your plan. If you do wish to cancel, please contact us directly to avoid any communications regarding outstanding payments.
OUR RIGHT TO CANCEL YOUR PLAN OR BRING IT TO AN END
1. If you fail to comply with certain conditions and obligations (see ‘Important conditions and your obligations’ above) we may bring your plan to an end and we won’t provide any further services to you under the plan. Any future payments made under your plan shall be refunded. You must pay us for any call-out and repair costs we have incurred in the current period.
3. We reserve the right to cancel your plan by giving you fourteen (14) days’ notice. If we cancel your plan using this provision, you will receive a pro rata refund of the fee paid for the remaining unexpired days of your plan.
4. In each case, we’ll confirm any such ending or cancellation of the plan in writing to the last address you gave us.
HOW TO COMPLAIN
If you wish to complain or you are unhappy with the service provided, please contact our customer services team (see ‘Customer services details’).
CHANGES TO THESE TERMS AND CONDITIONS
We may modify or replace these terms and conditions in order to:
• Comply with the law, regulations, industry guidance or codes of practice;
• Rectify errors or ambiguities; and
• Reflect changes in the scope or nature of the protection provided to you.
We will give you thirty (30) days’ written notice of any change that could have a material effect on your rights or obligations. The new terms and conditions will take effect from the date specified in the notice. If you do not agree with the changes, you may cancel the plan by notifying us within that notice period and you will receive a pro rata refund of any payments that you have made for the unexpired period of your plan.
IMPORTANT DATA PROTECTION INFORMATION
Heating and Plumbing Assist Limited and its business partners will use your information (which you or others have provided to us) to provide the requested service and for administration (including the recovery of any amounts owing, where applicable), marketing, market research, customer surveys, regulatory reporting, to check and verify your identity and analytics and testing purposes. Your information may also be shared with other selected companies acting on our behalf in the proper administration of your plan. We will inform you about any adaptations to our business which shall effect your plan and any developments which we feel may be of interest to you. We shall only contact you about future developments using the details you have provided to us. Please do indicate if you do not wish to be contacted regarding future offers and developments outside of your plan. If your personal details change, if you wish to change your marketing preferences or if you wish to opt out of receiving marketing information, please let us know by writing to: Heating and Plumbing Assist Ltd, 86-90 Paul Street, London, EC2A 4NE
EXCLUSION OF THIRD PARTY RIGHTS
This plan is only for your benefit. No rights or benefits will be given to any other third party under the plan.
GOVERNING LAW AND STATUTORY RIGHTS
We will communicate with you in English and English Law will apply unless we agree otherwise with you. Nothing in the conditions will reduce or affect your statutory rights; for further information about your statutory rights contact the Citizens Advice Bureau: www.adviceguide.org.uk or 03454 04 05 06.
CUSTOMER SERVICES DETAILS
For customer services: call 0800 0563211 or write to us at Heating and Plumbing Assist Limited, 86-90 Paul Street, London, EC2A 4NE. Alternatively, you can email us at info@heatingandplumbingassist.co.uk. Calls may be recorded and monitored for quality and training purposes. Lines are open 9am to 5pm, Monday to Friday (except public holidays).
COMPANY INFORMATION
Heating and Plumbing Assist Ltd, 86-90 Paul Street, London, EC2A 4NE
Tel: 0800 0563211 Company number: 11572381
Our GDPR compliance officer is Mr Jeremy Tinkler
DIRECT DEBIT GUARANTEE
The direct debit guarantee is offered by all banks and building societies that accept instructions to pay direct debits. If there are any changes to the amount, date or frequency of your direct debit, Heating and Plumbing Assist will notify you within 10 working days in advance of your account being debited or as otherwise agreed. If you request Heating and Plumbing Assist to collect a payment, confirmation of the amount and date will be given to you at the time of the request.
If an error is made in the payment of your direct debit, by Heating and Plumbing Assist or your bank or building society, you are entitled to a full refund of the amount paid from your bank or building society. However, if you receive a refund you are not entitled to, you must pay it back when asked to. You can cancel a direct debit at any time by simply contacting your bank or building society. Written confirmation my be required. Please also ensure you notify us.