Terms and conditions

Not covered:

  • Claims Freeze Period – Customers in their first policy year are unable to make a Claim within the first 18 days of the contract, this is known as the Claims Free Period.
  • Boilers over 12 years old.
  • Damage caused by limescale, debris or sludge.
  • Problems caused by blocked or frozen condensate pipework.
  • Warm air, liquefied petroleum gas (LPG), oil and electrical heating systems.
  • Boilers in commercial properties.
  • If we have notified you previously that you need to carry out repairs, improvements, a flush, or a similar process, and this has not been completed in a timely manner, we would not be liable for any damages caused as a result of this.
  • Fixing your showers, their parts and shower pumps.
  • Any damage caused to property or contents as a result of any breakdown, leak or failing of the boiler or central heating system.
  • Repairing or replacing flues over 1.5 meters in length or open flues and their terminals.
  • If scaffolding is needed before we’re able to complete work this will be at your own cost.
  • Any part of your boiler and controls which supply a swimming pool or underfloor heating.
  • Resetting your controls or replacing the batteries.
  • Repairing or replacing your central heating system.
  • Repairing or replacing air or ground source heat pumps.
  • Replacing or topping up your system inhibitor unless we’ve removed it.
  • Missed appointments without 24 hours prior notice would be chargeable at £30.00.
  • Accidental damage.
  • Damage caused as a result of negligence.
  • Damage caused by a house fire.
  • Parts, repairs or replacements will not necessarily be replaced with like for like.
  • External components are not included in service plans, this includes motorized valves, pumps and hot water cylinders.
  • Any issues which we deem can be resolved by technical support via phone or video call will not be attended unless we have deemed necessary based on an individual basis.
  • Any issues with water pressure resulting in reduced function of the boiler, unless we have deemed necessary based on an individual basis.
  • Electrical supply.
  • A person aged 18 or over must be in your property for the duration of our visit.
  • Before booking your service or repair we may ask you to make any outstanding payments due.
  • We will not be held responsible for the first 5 days you are without heating or hot water if a part is needed.
  • We endeavor to attend any breakdown within 48 hours notice, this is not always possible in peak months.
  • We won’t start or continue doing any work in your home if we believe there’s a health and safety risk, for example: hazardous chemicals, pest infestations, verbal or physical abuse, or harassment, and we won’t return to finish the work until that risk is gone.
  • If a test for asbestos is recommended before we’re able to complete work this will be at your own cost, a test result certificate and/or removal certificate will need to be provided before we’re able to commence work.
  • If your boiler is under warranty, it is your responsibility to ensure any work we do will not affect your warranty.
  • Our plan doesn’t include cover for any faults or design faults that were already there when your boiler, appliance or system was installed, or existed when you first took out the plan.
  • We are not responsible for any loss or theft of items.
  • We will replace your boiler if we cannot find a part to repair and your boiler is under 7 years old.