Summary:

This is an agreement between you and Boiler Care UK 24hrs Ltd. Our registered office is 34 Thirsk Road, South Norwood, SE25 6QG.

Boiler Care UK, The Shard, Floors 24/25 ,32 London Bridge Street,SE1 9SG

 

By using our website, you acknowledge that you have read and agree to these terms. If you don't accept the terms, don't use the website. We will use your information in accordance with our Privacy Policy.

 

Want to read these terms and conditions on paper? Feel free to print them out. We last updated this page in July 2024.

 

Your Boiler Care UK 24hrs Ltd Account

 

If We Need to Talk to You

From time to time, we may need to contact you about your account. We'll normally do that by email, which is why we need a valid email address from you. If you change your email address, please go to 'Your Account' to update it as soon as possible.

 

Making Changes

We've got the right to remove or stop supplying any product, service, or function on our website at any time. It's your responsibility to read the terms and conditions regularly to make sure you're aware of any changes.

 

If you use the website after we've changed something, we'll take this to mean you've accepted the changed terms and conditions.

 

Intellectual Property

The copyright, trademarks, and all other intellectual property rights in the material contained on this website belong to us or their licensed owner. This includes database rights, design rights, rights in know-how, rights in inventions (whether registered or unregistered), patents, and all rights to apply for registration.

 

You are permitted to use this material or content only as expressly authorised in writing by us or our licensors. You will not, and you will not assist or facilitate any third party to, copy, reproduce, transmit, distribute, frame, commercially exploit, or create derivative works of such material or content. If you become aware of any such distribution or commercial exploitation, you agree to notify us immediately.

 

The images, logos, and names on this website are to identify us, Boiler Care UK 24hrs Ltd, or any other organisation and their products and services. They're our trademarks or the trademarks of the other organisation. Nothing on this website or app gives anyone any license or right to use any image, logo, or name.

 

Jurisdiction and Law

The products and services described on this website and app are only available in the UK. The laws of England and Wales apply to these terms and conditions. If there's a dispute about these terms and conditions, it'll be dealt with in the courts of England and Wales (unless you live in Scotland, in which case, Scottish laws apply).

 

Links to Other Websites or External Sources

Certain links on this website or app will take you to other sites or external sources that we don't control. When you click these links, you'll leave our website or app. Because we don't control these websites or apps, we won't accept any responsibility or liability for the material you find there.

 

We won't accept any responsibility or liability for the websites or external sources we frame.

 

Monitoring Phone Calls and Emails

We may monitor and record our calls and emails, so we can find out where we need to improve and check we're keeping to our normal practices and procedures.

 

Product Terms and Conditions

If you buy any product or service we've mentioned on this website, you should check these terms and conditions, and the terms and conditions of the product or service itself. If there's any contradiction between the two, the specific terms and conditions of the product or service will apply.

 

Our Liability

Nothing in these terms limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or for any matter that we cannot exclude or limit as a matter of law.

 

We provide the website free of charge and on an "as is" basis. To the extent permitted by law, (a) we disclaim any warranties, express or implied, and (b) other than as set out above, we are not liable for any loss or damage — direct or indirect and whether arising in contract, tort, or otherwise — even if we have been advised of the possibility of this loss or damage.

 

These limitations don't affect your statutory rights under the Consumer Rights Act 2015, if applicable, and any laws that replace it. If you want independent advice about your rights, you can speak to Citizens Advice or Trading Standards.

 

Definitions

In these terms & conditions, the following words and phrases will have the following meanings:

 

(a). Annual Service - The inspection, comprehensive service, and safety check of your boiler and/or Central Heating System (depending on which service plan you have chosen).

 

(b). Beyond Economical Repair - When we estimate that the repair of the boiler could cost more than its current value or where the parts required to fix it are not readily available to us.

 

(c). Boiler - The single gas/LPG domestic boiler that we have agreed to service under this boiler cover plan.

 

(d). Boiler Controls - The thermostat internal to the boiler that we have agreed to service under this boiler cover plan.

 

(e). Breakdown - The loss of hot water or heating; a sudden or unforeseen mechanical or electrical malfunction that results in the boiler and/or central heating system no longer working (depending on which service plan you have chosen).

 

(f). Call-out - When we attend the property upon your request in the event of a breakdown (or alleged breakdown).

 

(g). Central Heating System - The radiators, central heating pipes, and cylinder.

 

(h). Exclusion Period - The initial period of your service plan when you are not able to request a call-out.

 

(i). Gas Safe - The official gas regulatory body for the United Kingdom. By law, all gas engineers must be on the Gas Safe register.

 

(j). Gas Service Record - The comprehensive report we provide you upon the completion of your annual service.

 

(k). Intermittent Defect - A recurring defect that may not be identifiable, causing the boiler or central heating system to fail randomly or at regular intervals.

 

(l). Money-back Guarantee - The period we allow you to cancel your service plan and receive a full refund.

 

(m). Property - The residential dwelling where your boiler or central heating system is situated.

 

(n). Repair - The work we undertake as a result of your call-out (including call-out fees and labour costs).

 

(o). Renewal Date - The date on which your service plan will automatically renew, stated on your service plan documents.

 

(p). Servicing Period - The 12-month period beginning from the start date of your service plan.

 

(q). Service Plan - The agreement between you and us to carry out the servicing on your boiler or central heating system (See section 2).

 

(r). Start Date - The date on which your service plan commences, stated on your service plan documents.

 

(s). Sub-contracted Engineer - A third-party engineer authorized to carry out servicing on your boiler and/or central heating system.

 

(t). We/Us/Our - Boiler Care UK 24hrs Ltd. (Company Registered Number: 08682116), 34 Thirsk Road , South Norwood, SE25 6QG

Boiler Care UK, The Shard, 32 London Bridge Street, Floors 24/25,SE1 9SG

 

(u). You/Your/Service Plan Holder - The person(s) whose name is registered to this service plan.

 

Silver Service Inclusions

The Silver Service service plan includes the following:

 

(a). Boiler and Boiler controls

 

(c). Gas Service Record

 

(d). 24-hour, 7-day a week emergency hotline

 

(e). Unlimited callouts, no call-out charge

 

(f). Parts and labor involved in repairs

 

(g). Gas Safe registered engineers

 

Gold Service Inclusions

The Gold Service service plan includes the following:

 

(a). Boiler and Boiler controls

 

(b). Central heating system

 

(d). Gas Service Record

 

(e). 24-hour, 7-day a week emergency hotline

 

(f). Unlimited callouts, no call-out charge

 

(g). Parts and labour involved in repairs

 

(h). Gas Safe registered engineers

 

General Exclusions

(a). The entire cost of replacing your boiler

 

(b). Any problem relating to the initial installation of your boiler or central heating system.

 

(c). Any existing fault before the service plan is taken out (or has occurred during the exclusion period).

 

(d). Resetting or adjusting of time and temperature controls (internal or external).

 

(e). Routine repressurization of your boiler.

 

(f). Inherent or recurring manufacturer design faults.

 

(g). Work undertaken by a third party, which results in damage to your boiler or central heating system.

 

(h). Any repairs when an engineer has previously identified that maintenance work is required to prevent a future breakdown, including any work recommended during an annual service.

 

(i). Any repairs relating to a lack of or variation of the gas, water, or electricity supplied to your boiler or central heating system.

 

(j). Any repairs that are as a result of your boiler or central heating system not being serviced within the last 12 months. A copy of your service documentation may be required for our records.

 

(k). Any repairs relating to sludge, scale, rust, or corrosion within your boiler or central heating system, or damage caused by corrosive water or water with a high chemical content.

 

(l). Any repairs relating to central heating pumps (any pumps external to your boiler unit itself).

 

(m). Any repairs relating to the central heating system that do not affect more than 50% of the system.

 

(n). Any problems caused by fire, lightning, floods, storms, frost, explosion, or similar extraneous causes.

 

(o). Any problems caused through negligence or misuse of your boiler or central heating system.

 

(p). Any repairs relating to flues or flue liners internal or external to the property (including replacement of flues).

 

(q). Any repairs involving difficulties accessing your boiler or central heating system, including, but not limited to, the fabric of the building, lifting of laminated, wood, or specialist flooring.

 

(r). Any repairs of damage or redecoration that may be needed is your responsibility unless we have been negligent.

 

(s). Any upgrades or improvements you may want/are required to bring your boiler or central heating system up to current standards or legislation.

 

(t). Any repairs or replacements that involve contact with asbestos in order to complete.

 

(u). Any repairs, replacements, or continued servicing of your boiler once it has been deemed Beyond Economical Repair.

 

(v). Any repairs that are identified as a result of an intermittent defect on your boiler or central heating system.

 

General Conditions

(a). You can only request a call-out in the event of a breakdown.

 

(b). Each boiler cover plan can receive a maximum discount of; £200 (Your equipment is under 5 years old), £200 (Your equipment is under 12 years old), £200 (Your equipment is over 12 years old), towards repairs to your equipment for the duration of your servicing period. Inclusive of VAT, parts, labour, and call-out fees. If your repair is going to cost more than this, we will deem your equipment beyond economical repair.

 

(c). If your equipment is deemed beyond economical repair, we will provide you with the same discount (as clause 4b general conditions) towards new equipment (installed by an engineer approved by us), minus the discount provided on any repairs already completed (we may require your installation documentation to confirm the age of your equipment).

 

(d). New service plans opting to pay monthly are only entitled to a maximum discount of £100 in the first 60 days and £200 in the first 90 days towards repairs to your boiler or central heating system.

 

(e). The failure of the main heat exchanger or PCB will mean your boiler is deemed beyond economical repair.

 

(f). If we cannot repair your boiler or central heating system due to the availability of parts, we will deem your boiler beyond economical repair.

 

(g). At our sole discretion, we may charge a £65 security deposit before we dispatch an engineer to your property. This deposit is fully refundable provided the nature of the call-out forms part of these terms and conditions.

 

(h). Dependant on engineer availability, a sub-contracted engineer may be used. Any work authorized to a sub-contracted engineer is an agreement between you and that sub-contracted engineer. You authorize us to act on your behalf when instructing any work to be carried out.

 

(i). We will try to contact you up to three times by telephone to arrange your annual service. If we don't hear back, we won't make another attempt. It is your responsibility to arrange your annual service.

 

(j). If you have opted to pay for your service plan on a monthly basis, you may only request your annual service after the first 6 months of your servicing period have passed.

 

(k). We maintain a 30-day exclusion period for new service plans. For renewed service plans, no exclusion period will apply.

 

(l). Each service plan comes with a 14-day Money-Back Guarantee. You may cancel your service plan at any time within the allotted 14-day Money-Back Guarantee period and receive a full refund.

 

(m). After your Money-Back Guarantee period, you cannot cancel your service plan until the completion of your agreed servicing period as stated on your service plan documents.

 

(n). Prior to the end of your service plan, we will send you your new servicing plan, to let you know about any changes in the next year. Your servicing plan will automatically renew for another year, on your renewal date, unless you confirm you do not wish to renew in writing or via telephone.

 

(o). We will give you at least 10 working days' written notice in advance of your account being debited.

 

(p). You must not instruct an engineer to carry out any repair without our authorization. You must promptly pay us or an approved engineer for any repair that is not included in this Service plan.

 

(q). We reserve the right to terminate your service plan immediately if you incur any default on your agreed payment scheme.

 

(r). Either party may at any time, by written notice, terminate this service plan immediately and without liability for compensation or damages.

 

(s). It is your responsibility to let us know if you move property or change your boiler.

 

(t). Other than you, no other person(s) can benefit from your service plan.

 

(u). Your full compliance with the terms and conditions of this service plan is necessary before a call-out or service request will be processed.

 

Legal Conditions

(a). All prices stated are inclusive of .

 

(b). We will use the information you give us or which we have legally received from another organization or person, to set up and manage your service plan with us. We may share it with all relevant industry organizations based on agreed industry processes.

 

(c). For the avoidance of doubt, this is an agreement for the provision of specific services provided at our absolute sole discretion. This boiler cover plan is not a contract of insurance, a guarantee, or an insurance policy.

 

(d). Any benefit provided by us under this boiler cover plan shall be granted solely by us and in every case shall be granted upon these terms and conditions. For the avoidance of doubt, the limitation or the provision of any benefit shall be made at our absolute sole discretion.

 

(e). Nothing in these terms and conditions affects your statutory rights as a consumer. For further information regarding your statutory rights contact the Citizen's Advice Bureau.

 

(f). This service plan is governed by the laws of England and Wales and is subject to the exclusive jurisdiction of the courts of England and Wales.