Maintenance Terms & Conditions

Maintenance Terms & Conditions

PlusHeat Subscription

24/7 Emergency Helpline and Service Bookings:

Telephone: 0808 164 2892
Website: https://www.plusheat.co.uk/v1/

Customer Service & General Enquiries:

Telephone: 0808 164 2892 (Mon-Fri, 0900-1700)
Website: https://www.plusheat.co.uk/v1/contact/
Email: support@plusheat.co.uk

1. Introduction

1.1 PlusHeat believe your home should be your place to relax and unwind. We focus on developing  products and applications to help make your home your sanctuary, with services that aim to take the stress away from your happy place.

1.2 These terms and conditions relate to our Service Agreements which are designed to provide you with on demand access to planned and reactive home maintenance support throughout your subscription term through our online and downloadable mobile applications and our 24/7 emergency helpline. Please read them carefully before subscribing, as we explain the different scenarios that we are able and unable to assist you with; we have done our best to remove any complicated jargon and make them as easy to ready as possible.

1.3 This Service Agreement is not an insurance policy and therefore is not regulated by the Financial Conduct Authority (FCA). It is a Service Agreement to provide ongoing routine servicing, repairs and assistance at your property, at our sole discretion, whether or not any breakdowns occur. This Agreement is a contract between You and PlusHeat.

2. Definitions

[Note: Issue category definitions can be found at the issue category level. The capitalised items within those definitions should be defined here, or on a page on the website, including an animated visual representation.]

In this Service Agreement, the following capitalised terms will have the following meanings:

Accidental Damage

Any Breakdown or Emergency that occurs as a direct result of someone’s actions, whether intentional or not, including (but not limited to) Misuse. Examples of Accidental Damage include (but not limited to) issues that arise as a result of inappropriate use, a System not being used in accordance with manufacturer instructions and third party interference with a System, for example DIY or building works.​

Ad-hoc Repair

If a Maintenance Request and/or subsequent diagnosis is found to be something which falls outside the remit of Your Plan, you may be offered an Ad-Hoc Repair. This will allow you to benefit from our nationwide network of approved contractors who are available on-demand, despite the issue falling outside of your agreement. The price for this service will be confirmed at the time it is offered to you.

Annual Boiler Service

An annual routine inspection of your boiler, as per the manufacturer’s instructions, checking its safe operation and efficiency including:

  • a visual check of the boiler;
  • a flue gas analysis & efficiency test to check your boiler is operating correctly;
  • removing the boiler cover and inspecting it, if necessary;
  • checking and adjusting the system pressure, if required;
  • cleaning the condensate trap, if necessary;
  • checking the boiler is firing up and shutting down safely;
  • checking that the ventilation & flue are in accordance with current Gas Safety Regulations; and
  • email confirmation that your service has been completed.

Beyond Economic Repair

We may deem your boiler Beyond Economic Repair if, in the opinion of PlusHeat;

  • your boiler is under 10 years old and the cost of any single repair (including VAT) exceeds the value of the boiler, or in the opinion of the manufacturer it would be more economical to replace it;
  • your boiler is between 10-12 years old and the cost of any single repair exceeds £300 (including VAT); or
  • your boiler is 13 years or older and the cost of any single repair exceeds £180 (including VAT). Your boilers age will be determined from the date it was manufactured and we may use the serial number of your boiler to confirm this.

Breakdown

A reactive, sudden and unexpected event where in the reasonable opinion of PlusHeat all or part of an Item(s) included as part of your agreement is no longer able to fulfil its primary intended function.

Emergency

A sudden and unexpected event which, if not dealt with quickly would in the reasonable opinion of PlusHeat:

  • Render the Property unsafe or insecure; or
  • Damage or cause further damage to the Property; or
  • Cause personal risk to you; or
  • Cause a health and safety risk to others.

Gaining Access

Any parts and/or labour required to get to and create adequate access for our engineer to reasonably be able to Repair a Breakdown, but not including the repair itself. Examples of Gaining Access include (but not limited to) scaffolding, climbing a ladder, excavation, cutting into the ceiling, removing panels or floorboards, dismantling cupboards, boxed in toilets or vanity units and removing or dismantling parts of a system that are not directly involved in completing a Repair, for the sole purpose of reaching the affected area.

Intermittent Fault

Any Breakdown or Emergency that is not constant and cannot be reliably replicated. An example of an Intermittent Fault would include (but not limited to) a boiler fault that can be resolved by a reset of the boiler, and then does not reoccur for a period of time.

​Issue Category

The way which we define the different sub-sets of home maintenance issues. The Issue Categories included within your subscription will depend on the plan and/or add-ons you have chosen and can be found on your welcome email and/or monthly invoices. For clarification of the Item(s) which make up each Issue Category, see section 4.

Item(s)

The specific parts, systems or issues included within an Issue Category, as defined in section 4.

Maintenance Request(s)

A request for maintenance works that has been raised for your property on our maintenance and repairs portal, either by phone, online or via the mobile app.

Making Good

Any parts and/or labour required to make good any damage caused following Gaining Access, or by the issue itself. Examples of Making Good include (but are not limited to) decorating, filling in holes, plastering, replacing panels or floorboards, reassembling cupboards, boxed in toilets or vanity units and replacing or reassembling parts of a system that were damaged or removed for the sole purpose of reaching the affected area and not directly involved in completing the Repair.

Misuse

Using an appliance or system to fulfil any obligation other than its primary intended function, or in ways outside of the manufacturers recommendations or which could increase the chances of a Breakdown. Examples would include the disposal of inappropriate items in the drainage system (i.e., wet-wipes, food, or hair) and topping up the boiler pressure too high.

Pre-existing Faults

Any Breakdown or Emergency that occurs on or before day 28 of your plan activation date (when taking out a new plan), your home move date, or your plan amendment date for any additional Items added (when amending your plan).

Reoccurring Issues

Any Breakdown or Emergency which regularly reoccurs on a long-term basis.

Repair(s)

Restoring the use of a facility that has experienced a Breakdown to its correct and intended function. Parts used, if required, will be standard and genuine, but not necessarily like for like.

Service Agreement

The contract for the periodic maintenance of the facilities outlined in these terms and conditions, provided at our absolute sole discretion, whether or not any Breakdown occurs.

Strip Down Service

A strip down service involves the complete dismantling of your boiler and all major parts, deep cleaning, and rebuilding. Due to its intrusive nature, unless there is an issue with the readings or parts inside the boiler, a Strip Down Service is not usually necessary or recommended on an annual basis.

System

The parts and components that make up the Systems at Your Property e.g. your Heating System, Plumbing System, Electric System and Drainage System.

System Design Faults

Any Breakdown or Emergency that in our engineers opinion, has occurred as a result of a System being installed or designed poorly or incorrectly. Examples of System Design Faults include (but not limited to) pipework design that is prone to blockage, Appliances that are not installed to the manufacturers specifications or installations where reasonable care has not been taken to prevent future foreseeable issues from occurring.

Upgrades

Changes or amendments to a System to improve it beyond its original state or bring it up to current standards

Your Plan

Your agreement with PlusHeat to complete service and maintenance repairs, in accordance with these terms and conditions.

You Property

Internal to the main dwelling of your property, excluding any shared facilities, outdoor facilities and those contained in garages or outbuildings

3. Subscription Benefits

3.1 Boiler Servicing

3.1.1 Routine Servicing:

As part of your annual subscription, you are entitled to an Annual Boiler Service between the months of April and September, due to our engineer network being dedicated to emergency Breakdowns and repairs during the colder half of the year. It is your responsibility to contact us during the eligible period to request your service. If you do not request your boiler service, we will assume you do not wish for it to be completed during that period of contract. If you would like your boiler serviced outside of these months, this can be arranged for a one-off fee of £79.

If you would like to upgrade your Annual Boiler Service to a Strip Down Service, this can be arranged at your time of booking for a one-off fee of £79. A Strip Down service on its own is £129.

3.1.2 Landlord Gas Safety Inspection:

Our landlord plans also include a Landlord Gas Safety Inspection, completed at the same time as your boiler service. Your Landlord Gas Safety Inspection includes a single mains gas boiler and single gas cooker as standard. If there are any additional gas appliances at the property which require checking, then these can be added at your time of booking for £59 each.

3.2 24/7 Assistance

As part of your subscription, you will receive 24/7 Assistance. This means you will be able to raise new Maintenance Requests and receive the help and advice you need around the clock.

3.3 Emergency Repairs

3.3.1 Includes all parts, labour and materials required to resolve an Emergency at your Property, subject to any exclusions set out in this document.

3.3.2 ​The Emergency will be deemed to have been resolved when either a temporary or a permanent repair has been affected and the situation no longer meets these criteria.

3.3.3 ​We aim to respond to all Emergency Repairs within 24-hours. If this could take longer (for example, in times of unprecedented demand) we will let you know.

3.4 Maintenance Repairs

3.4.1 Includes all parts, labour and materials required to repair a Breakdown at your Property, subject to any exclusions set out in this document.

3.4.2 The Breakdown will be deemed to have been repaired when either a temporary or permanent repair has been affected and the situation no longer meets these criteria.

3.4.3 For the avoidance of doubt, this means that any Maintenance Requests raised for issues which are preventative and/or do not affect an Item(s) intended function such as sounds, smells or cosmetics, will not be accepted under your agreement. It also means that we will complete repairs under this agreement using standard parts to restore the intended function of an Item(s), but parts may not necessarily be like for like and we cannot always guarantee things will look visually the same. At this point, if you would like any alterations made to a Repair then this would be considered an Upgrade which we may be able to assist you with as an Ad-hoc Repair.

3.4.4 We aim to respond to all Maintenance Repairs within 72-hours. If this is could take longer (for example, in times of unprecedented demand) we will let you know.

4. Issue Categories – Inclusions and Exclusions

This section goes over specifically what Item(s) are included under each Issue Category, and the scenarios under which we can help. Assistance with any items not listed within the issue category will fall outside of your agreement. We have also listed any specific issues or scenarios which are not included under this agreement. Where a Maintenance Request falls outside the remit your plan, we may still be able to assist you with an Ad-hoc Repair.

4.1 Boiler & Controls

Boiler & Controls refers to parts on or inside the casing of your boiler, including any integral controls. The Item(s) referred to under Boiler & Controls include the Printed Circuit Board (PCB), the Fan, the Expansion Vessel, the Pressure Relief Valve, the Pump, the Gas Valve, the Gas Ignition Electrodes, the Diverter Valve, the Pressure Gauge and any Frost Stats, Clocks or Timers.

4.1.1 Emergency Repairs:

Example 1: A total loss of Heating and/or Hot Water.

Example 2: An uncontainable leak coming from the boiler.

4.1.2 Maintenance Repairs:

Example 1: A total loss of hot water, where a backup immersion heater is present.

Example 2: A noisy boiler.

4.1.3 Beyond Economic Repair:

If we deem your boiler to Beyond Economic Repair we may offer you a quotation to replace your boiler and you may be entitled to a discount as further set out in section 4.2.

4.1.4 Exclusions:

The following types of works are not included within this category:

  • Routine pressure top-ups. If our engineer attends and the issue is identified as low pressure, with a routine top-up as the resolution, a £79 call-out fee will apply.
  • Hot Water Cylinders (as these are included under Central Heating)
  • Megaflo Systems
  • External Expansion Vessel
  • Repairs that require the boiler to be removed from the wall
  • Breakdowns caused by blockages, namely sludge, dirt or debris
  • The flue and/or flue terminal
  • Repairing or replacing heat exchangers
  • System Drain Downs – if there are no isolation valves and the system needs draining this will be chargeable.
  • Any repairs to or replacement of a boiler that has been deemed Beyond Economic Repair.
  • Resetting/reprogramming your controls, or replacing batteries.
  • Any recommended repairs or Upgrades as a result of the outcome of a Landlord Gas Safety Inspection or Boiler Service
  • Replacing your boiler if we deem it is Beyond Economic Repair. Depending on the Plan you have chosen, you may be entitled to a discount on a new boiler.

4.2 Boiler Replacement Discount

If we deem your boiler to be Beyond Economic Repair and can provide a quotation for a replacement, you will be entitled to the following discounts:

  • Custom Plan – 5%
  • Standard Plan – 10%
  • Premium Plan – 15%
  • Platinum Plan – 20%

4.3 Central Heating

Central Heating refers to your Thermostat, Hot Water Cylinder (provided this is your primary source of hot water), Motorised Zone Valves, Radiator Valves, Central Heating Pumps and their interconnecting Pipes and Fittings located inside the property for systems with up to 14 radiators. If you have 15 or more radiators at your property, you must purchase our 15+ radiator add-on.

4.3.1 Emergency Repairs:

Example 1: A central heating pump failure, causing a total loss of heating throughout the property

Example 2: An uncontainable leak from a radiator valve

4.3.2 Maintenance Repairs:

Example 1: A partial loss of heating.

Example 2: A noisy central heating pump.

4.3.3 Exclusions:

The following types of works are not included within this category:

  • External Expansion Vessel
  • Replacement of radiators
  • Replacement of Hot Water Cylinders
  • Routine bleeding of air from the radiators. If our engineer attends and the issue is identified as air in the radiators, with a routine radiator bleed as the resolution, a £79 call-out fee will apply.
  • Airlocks or the balancing and venting of radiators.
  • Megaflo Systems
  • Smart Heating Controls
  • System Drain Downs – if there are no isolation valves and the system needs draining this will be chargeable
  • Breakdowns caused by blockages, namely sludge, dirt or debris
  • Underfloor heating systems, and their related components

4.4 Plumbing

Plumbing refers to Hot & Cold Water Pipes (up to, but not including the tap), Cold Water Feed & Expansion Tank and the Toilet Cistern & Flush Mechanism (including ball-cocks, syphons and valves). If you have more than 2 toilets at your property, you must purchase an additional toilet add-on for each additional toilet.

4.4.1 Emergency Repairs:

Covers you for all parts and labour involved in repairing or rectifying the Breakdown of your Plumbing system in an Emergency.

Example 1: A toilet that isn’t flushing, where it is the only toilet at the property.

Example 2: An uncontainable leak coming from the expansion tank.

4.4.2 Maintenance Repairs:

Covers you for all parts and labour involved in repairing or rectifying the Breakdown of your Plumbing system where the circumstances do not meet the criteria for an Emergency.

Example 1: A toilet that is running into the bowl.

Example 2: A toilet that isn’t flushing, where there is another working toilet at the property.

4.4.3 Exclusions:

The following types of works are not included within this category:

  • Taps (including stop-cocks)
  • Showers
  • Repairing or replacing sanitary ware
  • Water softeners
  • Water pumps and parts of your water system that are designed to increase mains water pressure
  • Water filters
  • Swimming Pools or Spa Baths
  • Macerators (including Saniflo systems)
  • Food waste disposal units
  • Washing machine and dishwasher hot and cold flexible pipes
  • Septic tanks
  • Whilst taps are not included in your agreement, we will attend to replace a set of taps under this agreement provided the new set of taps are supplied by yourself and they are on site at the time of our engineers initial visit.

4.5 Electrics

Electrics refers to Fuse Boards, Circuit Breakers, Plug Sockets & Light Switches.

4.5.1 Emergency Repairs:

Covers you for all parts and labour involved in repairing of rectifying the Breakdown of your Electrics system in an Emergency.

Example 1: A faulty Circuit Breaker, causing a power outage on an entire circuit

Example 2: A fuse that has blown, causing a power outage on an entire floor

4.5.2 Maintenance Repairs:

Covers you for all parts and labour involved in repairing or rectifying the breakdown of your Electrics system where the circumstances do not meet the criteria for an Emergency.

Example 1: A faulty plug socket

Example 2: A faulty light switch

4.5.3 Exclusions:

The following types of works are not included within this category:

  • Any electrics external to the Property, i.e. outside lighting and/or plug sockets
  • Light fittings (including spot lights)
  • Replacing all or part of your Fuse Box
  • A Full or Partial Rewire
  • Solar panels and electric vehicle chargers
  • Electrical appliances such as electric ovens, hobs, extractor fans, showers, security alarms, security cameras and their associated parts and/or components
  • Any recommended repairs or Upgrades as a result of the outcome of an EICR (Electrical Installation Condition Report)
  • Transformers

4.6 Drainage

Drainage refers to both Internal Drains (namely, waste pipes from baths, sinks and toilets) and External Drains (namely, the main stack and connecting pipework on the outside wall and under the ground within the boundary of the property).

4.6.1 Emergency Repairs:

Covers you for all parts and labour involved in repairing of rectifying the Breakdown of your Internal Drainage system, and up to 1-hour of rodding and/or jetting to unblock your Internal and External Drainage system in an Emergency.

Example 1: A shower waste pipe that only leaks when in use, where this is the only washing facility at the property.

Example 2: A blocked External Drain, affecting the free-flow of drains and causing waste pipes to back up inside the property.

4.6.2 Maintenance Repairs:

Covers you for all parts and labour involved in repairing or rectifying the breakdown of your Internal Drainage system, and up to 1-hour of rodding and/or jetting to unblock your Internal and External Drainage system where the circumstances do not meet the criteria for an Emergency.

Example 1: A blocked toilet, where the is access to another working toilet at the property.

Example 2: A shower waste pipe that only leaks when in use, where there is access to another washing facility at the property.

4.6.3 Exclusions:

The following types of works are not included within this category:

  • Repairs to the External Drainage system (including but not limited to, leaks, collapsed drains, or damage caused by tree roots)
  • Shared drains, as this will be the responsibility of your local water supplier. Check https://www.water.org.uk/advice-for-customers/find-your-supplier/ to find your local water supplier and their contact details.
  • Pitched fibre drains
  • Drain Covers
  • Guttering and rainwater downpipes
  • Cesspits
  • Drainage pumps
  • CCTV inspection of your Drainage System
  • Shower drains which are blocked or draining slowly, where this is the only affected drain
  • Blockages caused by inappropriate use of the drainage system to dispose of unsuitable items
  • Cleaning and descaling your drains

4.7 Roofing

Roofing refers to a tiled pitched roof over the main dwelling of the property.

4.7.1 Emergency Repairs:

Covers you for all parts and labour involved in affecting a temporary repair of your Roof (using tarpaulin or similar) in order to protect the property from further damage and weathering until a permanent repair has been completed, following damage to the roof in an Emergency.

Example 1: A broken roof tile which is causing water ingress inside the main dwelling of your property

4.7.2 Exclusions:

The following types of works are not included within this category:

  • Flat roofs
  • Skylights
  • Permanent repairs to your roof

4.8 Home Security (Emergency)

Home Security refers to External Windows and Doors at ground level and their associated locks and keys.

4.8.1 Emergency Repairs:

Covers you for all parts and labour involved in securing and/or boarding up of broken or damaged Windows or Doors in an Emergency.

Example 1: A broken ground floor window at the front of the property, which can be accessed from the street

Example 2: A key that has snapped inside the lock, preventing the front door from being locked.

4.8.2 Exclusions:

The following types of works are not included within this category:

  • Windows and/or doors which are not external to the property, or where there is another window or door preventing access to the property (such as a porch).
  • Broken windows and/or doors that are not accessible at ground level.
  • Replacement or repair of electronic units powering garage doors, internal locks, window locks, doors, glass, external garages or outbuildings.
  • Doors subject to swelling.
  • Fencing, gates or doors that do not provide direct access inside the Property, for example which provide access to the garden only.

4.9 Pest Control (Emergency)

Pest Control refers to the infestation of Mice & Rats and Wasp & Hornet Nests inside the Property.

4.9.1 Emergency Repairs:

Covers you for all materials and labour required exterminate Pests from the property.

Example 1: A visible rat infestation inside the Property.

Example 2: A visible wasp nest inside the Property.

4.9.2 Exclusions:

The following types of works are not included within this category:

  • Infestations in the garden or external to the Property
  • Any other pest/animal control issues
  • Any requests where the pest infestation is not visible
  • Repeat requests where you have failed to follow our Engineers guidance
  • Bees nests – Bees are not seen as pests and therefore cannot be treated in the same way as hornets or wasps. If you have a swarm of bees in the structure of your property, you should contact the British Beekeepers Association for guidance: bbka.org.uk

4.10 Handyman Service

Handyman refers to any single task that can be completed by a handyman within 1-hour.

4.10.1 Maintenance Repairs:

Covers you for up to 1-hour of labour involved in completing 1 handyman job where the circumstances do not meet the criteria for an Emergency.

Example 1: Assembling flat packed furniture, where the furniture and instructions are provided.

Example 2: Putting up shelves, where the shelf is provided.

4.10.2 Exclusions:

The following types of works are not included within this category:

  • Plastering
  • Decorating
  • Larger works which will take longer than 1-hour. In this scenario we will endeavour to provide a fixed price quotation for such works.

4.10.3 Raising a Maintenance Request:

You must raise your Maintenance Request with us within 24-hours of the event. You can raise a Maintenance Request by:

4.11 Gas Fire Cover Add-on

Gas Fire Cover add-on refers to a single Gas Fire at the Property.

4.11.1 Emergency Repairs:

Covers you for all parts and labour involved in repairing of rectifying the Breakdown of your Gas Fire in an Emergency.

4.11.2 Maintenance Repairs:

Covers you for all parts and labour involved in repairing of rectifying the Breakdown of your Gas Fire where the circumstances do not meet the criteria for an Emergency.

4.11.3 Maintenance Repairs:

The following types of works are not included within this category:

  • Replacing your Gas Fire, where in the reasonable opinion of PlusHeat it is deemed to be Beyond Economic Repair

4.12 Smart Heating Controls Add-On

Smart Heating Controls add-on refers to any Smart Heating Controls installed at your Property for the purpose of controlling the Boiler & Central Heating, including Tado, Nest and Hive.

4.12.1 Exclusions

The following types of works are not included within this category:

  • Setting up, installing or reprogramming your Smart Heating Controls
  • Changing the batteries inside your Smart Heating Controls
  • Issues with the Wifi or any third party Items or Systems used in conjunction with your Smart Heating Controls (for example your Wifi Router, Amazon Echo or Google Nest)

5. Recalls/Revisits

All of our repairs come with a 30-day guarantee, starting on and including the date of our engineers last visit to complete the repair. If the same issue reoccurs within this time frame, we will request for the same engineer to reattend to assess whether the issue is related to the previous issue, or if it is a new and separate issue. Issues that reoccur that are reported to us more than 30-days after our engineers visit, or that are deemed to be new or separate issues, will be treated as a new job and any relevant call-out fees will apply.

6. All other Loss or Damage

6.1 We will not be liable for any cost or expense (unless caused by Our negligence) caused by necessary access and/or associated with reinstating the fabric of the home and costs associated with remedial work, such as redecoration, or restoration of any fixtures or fittings needing to be removed or replaced during the carrying out of any Work.

6.2 Unless damage is caused by Our negligence, We will not be liable or responsible for any loss or damage to Your Home as a result of Your boiler, central heating or plumbing system breaking or failing. This includes cleaning needed, or damage to fixtures or furniture, for example, damage caused by water leaks.

7. Subscription Term

Your subscription term is for 12-months (1-year) and begins on the ‘Subscription Activation Date’ outlined in your Welcome Email and continues until it is terminated in accordance with this agreement.

8. Renewals

We will notify you by email 28-days before the anniversary of your plan of your renewal date, and any changes that may apply to the renewal of your cover, including price. You will have 28-days before your renewal date and 28-days after your renewal date to notify us if you do not wish to renew with us, otherwise your plan will automatically renew for another 12-month period.

9. Cancellation Policy

9.1 Your Cancellation Rights

9.1.1 You may cancel your Service Agreement within 14-days of subscribing, or within 14-days of your renewal date, without penalty, provided you have not raised any Maintenance Requests for that Subscription Term.

9.12 If you wish to cancel your Service Agreement outside 14-days of subscribing, or outside 14-days of your renewal date, you must pay a cancellation fee equal to the remainder of the subscription term in order to close the account. If you have not raised any Maintenance Requests in that contract period, we may reduce the cancellation fee by 50%.

9.13 Cancelling your Direct Debit does not cancel your agreement with PlusHeat.

9.2 Your Cancellation Rights

We may choose to cancel your Service Agreement if you give us false information, if you miss a payment, if we are no longer able to provide services in your area, at our discretion or if we are required to cancel by applicable law or regulation. In these circumstances, you will not be entitled to any refund.

10. Moving Home

If you are moving home, please notify us once you have your move in date and we will be able to transfer your subscription to your new property. All we require is your new address and the make, model and age of the boiler at your new property. Please note that there will be an exclusion period that will apply for the first 28-days after transferring your plan, before a claim can be made.

11. Accessing your Property

If our engineer is unable to access your property at the agreed appointment time, and/or there is not an adult over the age of 18 present, a wasted call-out fee of £79 inc. VAT will apply. If it is the first occurrence, we may opt to provide a warning instead.

12. Payments

12.1 Depending on the plan you have opted for, there may be up to 2 payment types associated with your subscription:

12.1.1 Subscription Fee:

  • Your subscription fee is the annual amount payable to subscribe to our service as detailed on your Welcome Email and can be paid either Monthly or Annually depending on the plan you have opted for.
  • Your first payment date will fall on your plan activation date, and will continue on the same date each month/year. Payments made by Direct Debit will take 3-5 working days to show on your account.

12.1.2 Call-out Fee:

  • If you have opted for a plan with a call-out fee, this is the amount that will be payable before we can attend for each Maintenance Request raised against your account.
  • A call-out fee may also apply in retrospect, if the issue we are called out to is not as described or is mentioned in these T&C’s as something which will incur an additional charge, such as topping up boiler pressure. In these circumstances, a bill will be raised and become due immediately upon receipt.

12.2 Failure to make any payments due on your account will result in you receiving automated emails requesting you to contact us in order to bring your account up to date, phone calls from our in-house collections team to find out why a payment hasn’t been made and if no progress is made, your details being passed on to an external credit control agency to collect any outstanding monies on our behalf. In this circumstance, your contract will be cancelled and the full remaining balance on your agreement will become payable immediately, including interest accruing daily at 8% above the base rate set by the Bank of England.

13. Exclusion Period

To ensure our prices remain competitive and to limit our exposure of Maintenance Requests being raised for Pre-existing Faults, all of our subscription plans include an initial 28-day exclusion period for new Maintenance Requests. This means your cover doesn’t begin until the 29th day of your subscription, with the 1st day being your Subscription Activation Date. Any issues that arise prior to you taking out the plan, or during your exclusion period will be deemed as pre-existing and will not be covered.

14. Guarantees

All works are guaranteed for 30-days. If an issue you have previously had repaired reoccurs within this time and you have paid a call-out fee, you will not be charged again provided the issue is the same.

15. Governing Law

The Service Agreements we offer are governed by the law of England and Wales.

16. General Exclusions

Please be aware that this service contract does not include the following:

  • Any issues that arise where the source of the issue or affected area is not easily or visibly accessible. We would recommend contacting your house and buildings insurance, who may locate the source and provide adequate access for the issue to be resolved within your insurance policy (this is known as Trace & Access). You may contact us once the affected area has been exposed and we will attend to resolve the issue, in accordance with these terms and conditions. If you do not have Trace & Access cover through your home insurer, or would rather not claim through them, we may be able to create access on your behalf for a fee of £79 including VAT for the first hour, and £79 including VAT each hour thereafter as necessary.
  • Any risks normally insured under household, buildings or other insurance, including the repairing of faults, damage and/or replacement of Appliances and Systems caused by freezing weather conditions, subsidence, structural repairs, escape of water, accident, fire, lightning, explosion, flood or storm. You should check your household or building insurance to make sure you have enough cover for these risks.
  • Issues arising from gradual deterioration and/or wear and tear.
  • Frozen pipes.
  • Any issues otherwise covered by a manufacturers warranty or guarantee. In these circumstances, we are able to manage the claim with the manufacturer on your behalf but will not be able interfere with the repair until the manufacturer have attended and advised that the issue has been resolved or that the issue is no longer within the remit of their responsibility.
  • Any benefits of this Service Agreement that are also covered under another Service Agreement or Insurance Policy.
  • Recommended Maintenance works – when completing repairs at your property, our engineer might identify recommended maintenance works (such as a powerflush or system Upgrade) in order to prevent future issues from arising. In this scenario, we will aim provide you with a quotation for said works, but it is your responsibility to have them completed (either by ourselves or a third party) in order to validate your cover moving forwards.
  • Individual repairs are limited to £300 in the first 3-months of your contract.
  • Seals and grouting, which generally fill gaps between tiles and sanitary ware.
  • Misuse
  • Genuine parts that are not readily available in mainstream, mainland UK suppliers
  • Works required to Upgrade your system to meet current industry standards
  • Gaining Access
  • Making Good
  • Issues caused by scale, sludge or corrosion – this is because sludge, scale and corrosion build up happens over a long period of time, longer than the duration of one of our 12-month agreements, and can be prevented with the correct water treatment and devices to reduce the rate and impact of this build up.
  • Repairs where parts are no longer available or obsolete – this is because genuine manufacturer approved parts are not physically available.
  • Damage or breakdowns caused by changes to or problems with the gas, electricity or water services.
  • Beginning or continuing services where we there is a health and safety risk, including the presence of dangerous materials, infestations, or harassment of our staff (including verbal or physical abuse). We will not start work again until there is no longer a risk to health and safety.
  • Accidental Damage
  • Pre-existing Faults
  • System Design Faults
  • Intermittent Faults – the reason we do not cover for intermittent faults within our agreements is that by definition, they cannot be replicated when our engineer is on site and therefore no conclusive diagnosis can be made.
  • Reoccurring Issues – this would indicate that there is an underlying issue which would need to be dealt with before our cover can continue.
  • Issues not reported within 24-hours of them being noticed – this is to ensure we can address the issue as soon as possible, before they escalate or cause further damage.
  • Repeat requests where you have failed to follow our Engineers recommendations or guidance.
  • Issues which do not relate to the normal functioning of the System, for example bad smells or noises.
  • Reimbursement for any repairs paid for privately, without prior confirmation from PlusHeat that we authorise this. Where we agree to this, our liability will be limited to £50 per hour for labour.
  • Cash alternatives instead of a Repair.
  • Issues caused by pests, animals or foreign objects.
  • The cost of parking, if appropriate free parking is not provided.