Terms and Conditions

TERMS & CONDITIONS

DEFINITIONS your Contract of Services: the document sent to you regarding this plan which forms the service contract between Heating and Plumbing Assist and the customer. You/your/the customer: the person named on your Contract of Service. We/us/our: Heating and Plumbing Assist. Systems: your central heating and plumbing systems.

This Contract of Service is provided by Heating and Plumbing Assist, whose Registered Office is Heating and Plumbing Assist Limited, 86-90 Paul Street, London, EC2A 4NE. Company No 11572381. We are a specialist provider for repairs required to your heating, plumbing and drainage. At our sole discretion, we will provide the benefits as described in this Contract of Service for the full term and for any subsequent period that we and the customer may agree. This Contract of Service will not be in force unless you have paid all amounts due to us. The Contract of Service contains details of the services you have chosen and what is excluded from those services.

UNDERSTANDING YOUR CONTRACT OF SERVICE This Contract of Service is not classified as an insurance product or a warranty and therefore insurance regulations do not apply, it is however governed by UK laws and regulations concerning Contracts of Services. This Contract of Service is designed to offer assistance against unexpected expenses arising from repairs required to your systems. Please read this Contract of Service carefully to make sure all details are correct and that you understand it fully and are in agreement with its content and are willing to comply with its terms and conditions in order that you can achieve the maximum benefit from it. We will always endeavor to be fair and reasonable in our operation of the scheme, therefore it is imperative that you understand all of the terms and conditions, as a failure to do so may jeopardise the payment of any repairs and could lead to your Contract of Service becoming void. Your heating and plumbing systems must be in good working order at the start of this plan and located at the address provided to us.

MAINTAINING PROTECTION UNDER YOUR PLAN This Plan commences on the date shown on your Contract of Service and continues for a minimum of 12 months. You may pay for the plan as a one off annual payment of on a monthly basis. If you choose to pay as a one off annual payment you will have the opportunity to renew the plan should you wish to at the end of the 12 month period. Alternatively, you may pay for the plan on a monthly basis by way of direct debit. If you choose to pay your fees by monthly Direct Debit, we will collect your monthly fee for this Plan from your chosen bank account on an agreed date of each month and, subject to the successful collection of that monthly fee, we will provide the service detailed in this Plan for the month in which the monthly fee has been collected. The Plan will continue after the 12 month period on a rolling basis, unless you choose otherwise, in which case you should call our customer service team to discuss. Should you fail to make a payment in any month, we will attempt to contact you to discuss this, should we not be able to contact you, your Plan will cease with immediate effect.

COOLING OFF PERIOD/CANCELLATION There is a 14 day Cooling off period from the date of commencement of the Plan. Should you wish to cancel your Plan within this period, please call our Customer Service Team on 08000 563 211 and we will refund any monies paid. Should you wish to cancel your Plan after the Cooling off period, please contact our Customer Service Team and we will refund any monies paid by you for the remaining full months of the Plan if you have paid for your plan on an annual basis. If you pay by Direct Debit, your next monthly and any subsequent payments will not be collected and the Plan will be cancelled. If you choose to cancel your Plan within 12 months of the commencement of the plan and a repair has been carried out, no refund will be given and you will be required to repay the full cost of the repair.

REQUESTING/REPORTING A REPAIR If repairs are required to your heating or plumbing, please call our customer service helpline 08000 563 211 as soon as possible. Our lines are open Monday to Friday 9am-5.00pm (excluding Bank Holidays). We will require as much information as possible regarding the fault at the time of the call. The plan will only cover the heating and plumbing within the confines of your property as detailed on the plan.

WHAT HAPPENS NEXT Our Customer Service Team will contact an engineer local to you to arrange an appointment directly with you at a mutually convenient time to inspect the reported fault. All repairs and appointments will be carried out within the repairer’s normal working hours. Only engineers approved by us are authorised to carry out repairs under this plan unless we agree otherwise in advance. If we approve a repair but are unable to find an approved engineer, we may authorise you to use your own chosen repairer. You will have to pay them directly and claim the cost back from us. Make sure you keep a copy of their invoice to send to us. Your contract allows for a maximum of £500 per year including engineers fees. Unless all of the terms of the above are complied with, we reserve the right to cancel the Plan.

CONDITIONS AND YOUR OBLIGATIONS

The following conditions apply to this plan: Any information requested by us must be provided. Any information you give must not be false or misleading;

The property where the fault has occurred must be owned by you and used for domestic use only, unless you are a Landlord and have advised us accordingly • Where applicable, your system must have been installed, maintained and operated/used in accordance with the manufacturer’s instructions • Your system must be used/operated in a residential dwelling at the address you informed us of which appears on your Contract of Services • Your system must be easy to access • We will not be liable to repair the system under this Contract of Service unless you have duly complied with all of the terms and conditions contained in this Plan

EXCLUSIONS  1. Intentional acts: You are expected to take all reasonable precautions when using the system. This Contract of Service does not cover any event occurring as a result of intentional acts, willful neglect or the imposition of any abnormal conditions on the system. 2. Subsequent damage caused or suffered as a result of a leak are not covered, ie redecoration following a leaking pipe 3. Inherent defects, wear and tear, etc. damage to or destruction of the system caused by: its own defective design materials or workmanship, a latent defect or defects, gradual deterioration, wear and tear, corrosion, rust, condensation or evaporation, dampness, dryness, dust and foreign objects; faulty or defective workmanship, operational error or omission on your part or the part of any person using the system with your express or implied consent; mechanical or electrical breakdown or derangement caused by the system itself; handling and/or use of the system that is not in accordance with the manufacturer’s instructions as set in their handbook supplied with the system. 4. War Risk and Terrorism: An event occurring as a result of war, invasion, acts of foreign enemies, hostilities (whether war is declared or not), civil war, rebellion, revolution, insurrection, military or usurped power, confiscation, nationalism or requisition or destruction or damage to property by or under the order of any government or public or legal authority; • damage or destruction caused by, contributing to, or arising from an act of terrorism. 5. Nuclear risk and Sonic Boom Damage or destruction caused by, contributed to or arising from: • Ionising radiation or contamination by radioactivity from any nuclear fuel or from any nuclear waste from the combustion of nuclear fuel • The radioactive, toxic, explosive or other hazardous properties of any explosive nuclear assembly or component thereof • Pressure waves caused by aircraft or other aerial devices traveling at sonic or supersonic speeds 6. Consequential loss: Any consequential loss or damage arising from the event or from any cause whatsoever. Consequential loss shall include, but not be limited to, any financial loss or the cost of business interruption arising from the loss of use of the system and any liability to any third party for delay or non-performance of any contract with the third party. Consequential loss shall also include loss of use of any item of product (not itself subject to an event) due to its incompatibility with any item of system repaired or replaced pursuant to this Service Agreement. 7. The following are not covered by the Plan:  • Repairer costs and charges where a fault cannot be found with the system • A system that does not meet the current regulations in force at the time of purchase or faults relating to the installation of the system; which relates to a manufacturer recall or routine maintenance of the system, supplies or service in your home; • Repair requests arising from the interruption, failure or disconnection of public services to your home (including water, electricity or gas supply) however caused or from gas leaks; • Total loss of use of the system due solely to the non-availability of replacement or substitute parts • We do not cover against flood damage.

FRAUD If you, or anyone acting for you, requests a repair under the Plan knowing it to be false or fraudulently exaggerated in any respect, or makes a statement in support of a repair request knowing the statement to be false in any respect, or submits a document in support of a repair request knowing the document to be forged or false in any respect, or makes a repair request in respect of any loss or damage known by you to be as a result of a willful act or with your connivance, then we will be entitled to recover the amount paid under the Plan relating to the specific declared appliance since inception and may inform the police of the circumstances.

COMPLAINT In the unlikely event that you are unhappy with the service provided and wish to make a complaint, please contact our Customer Service Team on 08000 563 211, or you may email us at info@heatingandplumbingassist.co.uk or write to us at Heating and Plumbing Assist Limited, 86-90 Paul Street, London, EC2A 4NE

DATA PROTECTION Heating and Plumbing Assist will use the information supplied by you to maintain the Plan requested; arrange repairs to your system; and for administration purposes including the recovery of any monies owed to us. We may also use your information to contact you further to inform you of any new products or offers which we feel may be of interest to you unless you have asked us not to. We are provided with data from a data source which is TPS checked and has a process to ensure all potential customers have opted in and that the data complies with new GDPR rules and regulations set by the governing body in question. The Data Protection Officer is Mr Jeremy Tinkler Address Heating and Plumbing Assist Limited, 86-90 Paul Street, London, EC2A 4NE