HeatCare+ Plans: Comprehensive Terms and Conditions

1. Overview of Coverage

• Service Provision: The HeatCare+ plans provide varying levels of protection and maintenance services for your boiler and heating system, depending on the specific plan you choose. Each plan includes a combination of annual servicing, non-chargeable call-outs, and repairs, focusing on different aspects of your heating system.

• Annual Boiler Service: Every HeatCare+ plan includes an annual boiler service and safety inspection. This service is crucial for maintaining the efficiency and safety of your boiler and is required to keep your plan active. The service involves a thorough check of the boiler to ensure it is operating correctly and safely.

• Parts and Labour: Depending on the plan, the cost of necessary parts and labor for repairs within the boiler casing or other system components is included. This coverage ensures that you are not out of pocket for repairs needed to keep your system running smoothly.

2. Specific Plan Coverages

• HeatCare+ Plan:

  • ✓ Annual Boiler Service: Ensures the boiler operates safely and efficiently.

  • ✓ Two Non-Chargeable Call-Outs: Address unexpected issues without extra charges.

  • ✓ Extended Boiler Guarantee: Adds two additional years to your boiler’s existing guarantee.

  • ✓ Priority Booking: Access to preferred service slots, reducing waiting times.

  • ✓ Discounts on Additional Services: Special discounts on supplementary services such as power flushing, system upgrades, and thermostat installations.

  • ✓ System Inhibitor Every Two Years: Maintains heating system longevity.

• HeatCare+1 Plan:

  • ✓ Boiler Only Coverage: Includes all parts and labor within the boiler casing.

  • ✓ Annual Service & Safety Inspection: Keeps your boiler in optimal condition.

  • ✓ Non-Chargeable Call-Outs: For repairs related to components within the boiler casing.

• HeatCare+2 Plan:

  • ✓ System Only Coverage: Focuses on external components such as:

    • External circulating pump

    • Thermostatic radiator valves

    • Central heating pipework

    • Timers, programmers, and thermostats

  • ✓ Annual Service & Safety Check: Ensures external system components are functioning correctly.

• HeatCare+3 Plan:

  • ✓ Comprehensive Coverage: Includes both internal and external heating system components.

  • ✓ Non-Chargeable Call-Outs: Covers all aspects of your heating system.

  • ✓ Full Component Coverage: Includes items like the external circulating pump, thermostatic radiator valves, and system filters.

3. Exclusions Across All Plans

• General Exclusions: The following items and scenarios are not covered under any HeatCare+ plan:

  • ✘ External Work: Services or repairs outside the boiler casing not directly related to covered components are excluded.

  • ✘ Decorative Radiators: Replacement or repair of decorative radiators is not included.

  • ✘ Hot Water Cylinders: Repairs or replacements of hot water cylinders are excluded.

  • ✘ Flue Systems: Any work related to flue systems is not covered.

  • ✘ Damage from Limescale, Sludge, or Debris: Issues caused by these factors are not included.

  • ✘ Shower-Related Repairs: Fixing showers, their parts, or pumps is excluded.

  • ✘ Swimming Pool Systems: Coverage does not extend to systems supplying a swimming pool.

  • ✘ Taps and Pipes: Repairs or replacements of taps and external pipework, including condensate pipework, are not covered.

  • ✘ Underfloor Heating: Repairs related to underfloor heating systems are excluded.

  • ✘ Drains and Drainage: Drainage-related issues are not covered.

  • ✘ External Pipework: Blockages or issues in external pipes are not covered.

  • ✘ External Factors: Damage caused by external factors such as fire, flood, natural disasters, pests, or vermin is not included.

  • ✘ Negligence or Misuse: Repairs resulting from negligence, misuse, or intentional damage are excluded.

  • ✘ Unauthorized Modifications: Any modifications made without prior approval are not covered.

  • ✘ Non-Standard or Obsolete Parts: Parts not meeting industry standards or that are no longer available are excluded.

  • ✘ Third-Party Components: Issues arising from the use of unauthorized third-party components are not covered.

  • ✘ Electrical Supply and Wiring: Repairs to the property’s electrical system are not included.

  • ✘ Weather-Related Damage: Damages due to extreme weather conditions such as lightning or earthquakes are excluded.

  • ✘ Commercial Use: The plan does not cover faults resulting from the system’s use in commercial or industrial settings.

  • ✘ Regulatory Non-Compliance: Issues arising from non-compliance with local regulations or installation standards are not covered.

  • ✘ Smart Home Integration: Problems related to integrating the heating system with smart home devices are not covered.

4. Additional Terms

• Plan Renewal and Payments:

  • Your plan will automatically renew annually unless you opt out. Payment options include recurring annual payments or monthly direct debits. Invoices are due upon receipt, and failure to pay within 28 days may result in the cancellation of your coverage.

• Cancellation and Refunds:

  • You can cancel your plan within 14 days of its start date for a full refund, minus the cost of any services already rendered. After 14 days, cancellation policies vary and may include a pro-rata refund or other conditions based on your specific plan.

• Engineer Access:

  • You are required to provide access to your property for scheduled services. Missed appointments or failure to provide access may incur additional charges. Ensure that the service area is safe and accessible for our engineers.

• Emergency Services:

  • HeatCare+ does not cover 24-hour emergency services. Service is provided during normal working hours, with limited availability around major holidays.

5. Responsibilities of the Homeowner

• Maintenance and Reporting:

  • You must maintain your heating system according to the manufacturer’s guidelines. Any faults or damages should be reported promptly to avoid further issues. Failure to maintain the system properly could void your coverage.

• Asbestos Handling:

  • If asbestos is discovered during any service, you are responsible for its removal and any associated costs.

• Property Accessibility:

  • Ensure that our engineers have unobstructed access to the heating system. Any additional equipment required for access, such as ladders, may result in extra charges.

6. Company Responsibilities

• Service Commitment:

  • We aim to respond to service requests promptly, typically offering same-day service if booked by 10:00 am. However, we do not guarantee emergency coverage during off-hours or holidays.

• Parts Availability:

  • While we carry a wide range of parts, some may need to be ordered. We will communicate any delays and reschedule service as soon as the necessary parts are available. Multiple visits for the same issue will not incur additional call-out fees.

7. Legal and Liability Provisions

• Limitation of Liability:

  • Heat Professional Heating Services Limited is not liable for indirect or consequential losses, delays caused by external factors, or the cost of temporary accommodations or secondary heating. We are also not responsible for damages resulting from events beyond our control, such as industrial disputes or force majeure.

• Contract Termination:

  • We reserve the right to cancel your care plan at any time, with a pro-rata refund for the unused portion of the plan. Cancellation may occur due to non-payment, non-compliance with the terms, or if it is determined that the system is beyond economical repair.

These comprehensive terms and conditions are designed to give you a clear understanding of what is included in your HeatCare plan and the responsibilities and limitations associated with it. Please review these terms carefully to ensure you are fully informed about your coverage and obligations.