Heatsy Care Club Terms & Conditions

These Terms & Conditions are part of the contract between you (The Customer) and Heatsy Ltd.

  1. Definitions

    Service plan – Refers to the type of plan that you have chosen to take out, reference clause 2 for full details of what the plans are.
    Boiler – An appliance located at the domestic property that heats the hot water and/or heating by Gas.
    Heating System - The heating system includes the hot water cylinder, heating pipework, pump, motorised valves, radiators, radiator valves, programmer/timers, cylinder stat, room stat, and pressure controls.
    Plumbing System – The plumbing system includes tap repairs, Hot and cold-water pipes, Cold water tanks, Toilet breakdowns, Silicone seals on baths and showers, Ball valves and float valves, Stop cocks and gate valves and above-ground drainage.
    Start Date – The date that is stated on the contract as the start of the service plan.
    We / Us – Heatsy Ltd.
    You / your / Customer – The customer that has taken out the Contract.
    Force Majeure – Means any circumstances beyond our reasonable control for example strikes, industrial actions, lockouts, labour shortages, material shortages, worldwide pandemics and traffic delays.
    Contract – The contract is an agreement between you and us for the service of works as per the chosen service plan detailed in clause 2.

  2. Type of plan and what is Included

    Service Care 10

    • Fully qualified Gas Safe registered heating engineers
    • Discounted labour rates for future works
    • 10% off of our standard rates for all plumbing and heating work
    • 10% off of a new boiler installed by us
    • Annual Boiler Service or Landlord safety certificate**

    Boiler Care 15

    • Fully qualified Gas Safe registered heating engineers
    • Dedicated telephone and video help/support**** - 24/7 support
    • Discounted labour rates for future works and work not covered under the plan
    • 15% off of our standard rates for any plumbing and heating work
    • 15% off of a new boiler installed by us
    • No unexpected repair bills
    • Parts & Labour Included for boiler repairs*
    • Unlimited call outs ***

    Full Care 20

    • Fully Qualified Gas safe registered heating engineers
    • Dedicated telephone and video help/support**** - 24/7 support
    • Discounted labour rates
    • 20% off of our standard rates for any plumbing and heating work
    • 20% off of a new boiler installed by us
    • No unexpected repair bills
    • Parts & Labour included for boiler repairs*
    • Parts & Labour included for system repairs including controls,pumps, zone valves, cylinder stat, room stat, timers, programmers, TRV’s*
    • Annual Boiler Service or Landlord Safety Certificate**
    • Boiler Replacement Cover #
    • Unlimited call outs***
    • 24/7 call out
    • Priority appointments - 7 days a week
    • Dedicated Full Care 20 repair hotline

    * Limits apply please see Clause 14. 19
    ** To be booked between March and August during normal working hours only, unless we agree otherwise. Normal working hours are Monday - Friday 7 am - 5 pm and are subject to change solely at our discretion
    *** Unlimited call out apply as long as there is a fault present, each separate call out incurs a £60 call out charge, if we inform you that the issue is not a fault or not covered and you call us out we will have the right to charge at our standard rates.
    **** Video support will be supplied via WhatsApp or Facetime. You must have access to one of these apps to benefit from video support.
    # If your boiler is under 7 years old and deemed unrepairable, we will fit a like for like boiler as part of this agreement. (You will need to be able to prove the age of the boiler upon request)

  3. Contract Renewal / Cancellation

    Your Contract is for a minimum of 12 Months from the date of the first payment. Unless you tell us otherwise this contract will automatically renew each year, Subject to us accepting you onto the service plan. This contract will remain valid providing payment is continued by you subject to clause 4.

  4. Contract invalidations

    • If invalid or misleading information has been provided.
    • If payment is not received within 7 days of the date due your service plan will be cancelled and charges may apply.
    • If on our first visit we find a fault with system/systems.
    • If we have advised that a permanent repair is needed to make sure your appliance or system is working properly and safely, and you have not acted to resolve in an appropriate and timely manner (before you call us again regarding any issue relating to the advice we gave) I.e., a powerflush is needed to clean your system and you choose not to follow our recommendations. You call us because the central heating pump has failed due to poor water quality. This call will not be covered under your contract and may incur additional charges.
    • Anyone other than one of our engineers/subcontractors carries out work on the system unless agreed by us in writing
    • If health and safety issues arise from your property or persons in the property.
    • If Work has been carried out by someone else on the system not authorised by us.
  5. Acceptance of one of our service plans does not imply that the boiler, heating system or plumbing system is installed to the relevant standards, and we will not accept liabilities arising from the original design or installation and so make no warranty as to the fitness for purpose.

  6. We will not be liable for any delays in the supply of parts from our suppliers. We may fit replacement parts that are adequate but not the same as the defective part(s).

  7. New Parts will only be fitted where old ones are beyond reasonable repair. We will be the sole arbitrators as to the condition of parts, Radiators, water cylinders, thermal stores, cisterns, f&e tanks, Solar hot water systems, underfloor heating, secondary circulation pumps, and shower booster pumps are NOT covered under any of our plans. Boiler parts including primary heat exchangers, secondary heat exchangers, pumps, zone valves, pipework, expansion vessels, and seals that have been damaged by debris, sludge or scale will not be covered for either parts or labour under any of our plans.

  8. As boilers get older for many reasons they become noisy, where noise is down to the age of the appliance we will not class this as a fault and is not covered under any plan.

  9. Boiler replacement

    If your boiler is under 7 years of age and deemed unrepairable due to our inability to correctly diagnose the fault we will replace the boiler like for like, we will need to see proof of the original date of installation. For boilers, over 7 years old a loyalty discount will be applied to the cost of fitting a new boiler. For boilers, under 7 years of age that are deemed beyond economical repair (B.E.R) a loyalty discount will be offered.

  10. Access

    We are not liable for any repairs to which we cannot gain reasonable access, removal of any obstructions will be at our sole discretion and will reserve the right to charge you at our standard rates. We may insist that you arrange for the removal of the obstruction prior to us carrying out the repair, we will not be held liable for any making good unless it’s down to our negligence.

  11. Charges

    If a service plan is cancelled partway through the year we reserve the right to charge for any services and/or repairs we have carried out at our standard rates.

  12. Annual boiler service or landlord certificate

    If this is included in your plan we will try to arrange a visit for this to take place, but you remain responsible for it happening within the contract.

  13. System flushing

    If we recommend that your heating system requires a flush we will provide you with a quotation and once the system is cleaned we will continue with any service plan in place.

  14. Exclusions

    Our service plans do not include –

    1. Repairs required due to design faults or existing faults prior to the start of this plan.
    2. Repairs relating to damage caused by you or a third party.
    3. Any loss or damage to any property caused by the boiler, heating system or plumbing system breaking down, for example, damage to the ceiling due to a leak.
    4. Any faults caused by sludge, scaling, blockages, rust, corrosion, or magnetite 
    5. The cost of removing sludge, scaling, blockages, rust, corrosion, or magnetite from the heating system including the boiler, or hot water cylinder and the damage caused would not be covered. Or adding a corrosion inhibitor.
    6. Boiler repairs are limited to £250 in the first three months of your plan
    7. Damage caused by weather or freezing
    8. Removal of dangerous materials for example asbestos.
    9. Any decorative parts for example casing, paintwork, batteries.
    10. Any part of a flue concealed within the fabric of the building.
    11. The gas supply from the meter to the boiler and or other appliances.
    12. Damage caused by fire, flood, lightning storm, freezing weather, global pandemic or any other natural event.
    13. Adjustments to time controls unless already on site.
    14. Any loss suffered by you due to delay in obtaining parts.
    15. The cost of a new boiler if parts become unreasonably available, at our sole discretion.
    16. Accidental damage, theft or malicious damage.
    17. Routine maintenance, cleaning, descaling, turning on or lighting up the system, clearing airlock or blocked pipes, bleeding system, topping pressure up.
    18. Loss or damage caused by your equipment not working or costs arising from gaining access, this includes pipes under the floor or in the fabric of building.
    19. Repairs that will cost over £500. Repairs expected to total more than £500 including parts, labour & VAT will be deemed B.E.R and a quotation for the amount exceeding £500 will be issued.
    20. Replacement of showers or taps.
    21. Below Ground drainage.
    22. Mains supply pipe.
    23. Replacement of baths, shower cubicles, basins, and toilets.
    24. Replacement of softeners, instant hot water taps and filter taps
    25. Replacement of any type of radiator, water cylinder, cistern, f&e tank
    26. Boiler models: Potterton Powermax, Britony, Chaffoteaux, Sime, Servowarm, Ferroli, Sunnier Duval and Elm Le Blanc; or any make or model of back boilers
    27. Re-pressurising your system and or bleeding your radiators
    28. Trace and access (work required to locate the fault) this is usually covered by your home insurance (no need to pay twice). Once the problem is found and accessible, we will happily come back and fix it
    29. Systems that are powered by anything other than natural gas
    30. Non-standard items or parts such as towel rails and underfloor heating. These need specialist parts and engineers, so we'd recommend getting in touch with the manufacturer for advice

Permitted by law where we are in breach of the terms of this contract or cannot honour the agreement the maximum liability will be limited to the cost of the relevant service plan you have in place. (Up to the amount you have paid for the current year). Under no circumstance are we liable for loss of earnings, profit, loss of goods, loss of business. None of these conditions limit us from the liability relating to death or personal injury from our negligence. This contract is strictly a maintenance contract and IS NOT an insurance policy. Heatsy Ltd. is therefore not regulated by the FCA. I have read and agree to the above terms and conditions and wish to proceed with my service plan.