WHO PROVIDES THIS COVER?

Company:                      UK Boiler Experts Ltd

Company Reg No:     16519429

Address:                         Unit 16 Laporte Way, Luton, England, LU4 8EF

Email:                               info@ukboilerexperts.co.uk           

Telephone:                    03331 889 634

Website:                         www.ukboilerexperts.co.uk

WHAT IS THIS COVER PLAN FOR?

This Service Plan provides cover in relation to emergencies and in relation to other domestic incidents. These elements are as follows:

• Boiler servicing and repair
• Heating system installation
• Radiator maintenance
• Gas safety inspections
• Pipes and drainage services

These terms and conditions and the policy schedule form a 12-month Service Cover Plan between you and UK Boiler Experts Ltd. Please read this document carefully along with any enclosed documents so you can make sure you know what you are covered for under your policy.

KEY QUESTIONS

How do I make a claim?
If an incident occurs at your property, which is covered by your policy, please call the claims number and we will arrange for the incident to be dealt with in accordance with the terms and conditions of your Service Cover Plan.

Claims must be made by you or a person calling on your behalf. Please call us as soon as you are aware of the incident. We will not be able to cover the costs of any work carried out by persons not authorised by us in advance.

Please have your Service Cover Plan number ready when you call. The engineer may also ask to see your Service Cover Plan documentation when he/she arrives at your property.

If you have a ‘with excess’ Service Cover Plan, you will have to pay the amount details on your policy each time you make a claim. We will then cover the cost of the rest of the claim up to the applicable claims limit. Excess payment(s) will be taken when you call to make a claim. We can only accept payment using the following cards: Mastercard, Visa or Visa Delta. An excess payment is required for each new unrelated claim (i.e. not arising directly from the same incident). Your excess payment(s) will be refunded if for whatever reason the claim is cancelled prior to the engineer attending or, where after initial inspection, the incident is not covered by your Service Cover Plan.

HOW LONG IS MY POLICY FOR?
Your policy will continue for the period of 12 months, unless it is cancelled by you or us before then. You have certain rights to cancel your policy, and these are set out below. Our cancellation rights are also set out below.

HOW CAN I CANCEL MY POLICY?
If you wish to cancel your policy; you (as the named policyholder) or an authorised representative, must contact us by calling our customer service number or writing to us at our registered address.

This service agreement will be legally binding on you and us from the date on which you agree whether by telephone, online or by signing an agreement to take out a service plan with us. Please note your right to cancel within 14 days as described below and refer to the refund and cancellation policy.

Even though the contract is legally binding from the date on which you agree to take out a service plan, we will not provide any services under the contract before the start date (the start date is set out in the covering letter enclosing these terms).

Your service plan entitles you to one annual service visit and emergency call outs. You can only request a call out (other than a planned service visit) in an event of a breakdown or event of an emergency.

You may cancel your Service Cover Plan at any time and choose an appropriate cancellation date. Depending on when you cancel and whether you have made an claim or received any non covered service(s), any refund of premium paid to you, or premium owed by you may be calculated as follows:

SERVICE COVER PLAN PREMIUM
Within your cancellation period:
• If you have not made a claim, you will receive a full refund,
• If you have made a claim, you will receive a refund less an amount for the number of days you have been on cover.
Outside your cancellation period:
• If you have not made a claim, you will receive a refund less an amount for the number of days you have been on cover.
• If you have made a claim, you will not receive a refund and must pay any remaining insurance premium due for the term of the policy.
If you are a monthly payer, upon cancellation, we will ask you to choose an appropriate cancellation date to ensure any owed premium payment can be collected. Claims can continue to be made until the cancellation date chosen.

HOW CAN UK Boiler Experts Ltd CANCEL MY SERVICE COVER PLAN?
We may cancel your policy in the following circumstances:
1. By giving you at least 7 days’ notice in writing to the last address provided to us:

(a) if you are in serious breach of you’re the terms of your policy. E.g. failure to make a payment despite contract from us; submitting a fraudulent claim or if you use threatening or abusive behaviour towards our engineers or staff.

(b) if you fail to provide accurate and complete information in accordance with the Consumer Insurance (Disclosure and Representations) Act 2012.

WHAT IF I MISS A PAYMENT?
If you fail to make a payment of premium on the date due, your policy may be suspended, and you will not be able to make a claim. UK Boiler Experts Ltd will notify you in within 5 working days of the date on which a payment was due if you fail to make payment. If you do not pay the requested amount within 30 days of the due date, your Service Cover Plan will be cancelled. If you want to make a claim under your Service Cover Plan whilst your coverage is suspended, you will be required to pay any outstanding premiums before an engineer will be dispatched to your property. When your policy is cancelled, you will need to pay any outstanding premium to us.

WHAT IF I CHANGE ADDRESS?
You are responsible for informing UK Boiler Experts Ltd of a change of your address so that your Service Cover Plan can be transferred to your new property. Please phone or write to us to advise us of a change of address. We will check whether your cover is appropriate for your new property before it is transferred.

HOW DO I RENEW?
Unless you notify us before the end of the applicable subscription period that you want to cancel a subscription, your subscription will automatically renew, and you authorise us to collect the then-applicable annual or monthly subscription fee for such subscription (as well as any taxes) using any credit card or other payment mechanism we have on record for you. Renewal can be cancelled at any time by submitting your request to Heating Home Solutions Ltd in writing.

HOW CAN I COMPLAIN?
Only the named policyholder(s) or an authorised representative can make a formal complaint. If you wish to register a complaint, please contact us in writing or by telephone within 8 weeks.

By selecting a service, you agree to pay UK Boiler Experts Ltd the one-time and/or monthly or annual fees indicated / invoice for (additional payment terms may be included in other communications). Subscription payments will be charged on a pre-pay basis on the day you sign up for an Upgrade and will cover the use of that service for a monthly or annual subscription period as indicated. Payments are not refundable.

FEES; PAYMENT.
By requesting and receiving a product or service, you agree to pay UK Boiler Experts Ltd the applicable fees and any recurring fees. Applicable fees will be invoice starting from the day your services are established and in advance of using such services. Any and all materials and products used to complete work which is undertaken by UK Boiler Experts Ltd remain the property of UK Boiler Experts Ltd until payment has been made by the client in full. Failure to make payment in the instructed time (which is made at our discretion) will result in materials and products being reclaimed and removed from site.
UK Boiler Experts Ltd reserves the right to change the payment terms and fees upon thirty (30) days prior written notice to you.

BANK STATEMENT
Your payment on your bank statement will appear as: UK Boiler Experts Ltd

LIMITATION OF LIABILITY
Only repair and installation works carried out by UK Boiler Experts Ltd including relining and excavations are guaranteed. Cleared blockages and their re-occurrence are not guaranteed as we cannot be held responsible for or control what is disposed of and put through drains via toilets, sinks and any other drain entries.

WHAT IS COVERED?
You are covered for incidents relating to your plumbing and drainage. The engineer will resolve the immediate problem by repairing or replacing leaking pipes; clearing blockages; restoring toilet facilities, repairs to leaking overflows; investing the causes of noisy pipes and quietening these where they can be accessed. The engineer will leave a blocked drain running clear by clearing the drain or repairing the replacing the damaged section of waste pipe. This will include the temporary reinstatement of any excavations carried out as part of the claim.

You are also covered for a leak or blockage in your water supply pipe. An engineer will locate the leak or blockage and repair, replace or unblock the affected section of the water supply pipe. This will include the permanent reinstatement of any excavations carried out as part of the claim.

EXAMPLES OF CLAIMS COVERED:

• Boiler servicing and repair
• Heating system installation
• Radiator maintenance
• Gas safety inspections
• Pipes and drainage services

OTHER:
The external stop valve connection to the water mains supply (because it is the water company’s responsibility).
Where there is no evidence of a blockage, a leak or damage.
Frozen pipes which have not resulted in a leak or permanent blockage.
Any costs of the water lost during a leak.
Costs which exceed your fair share of the cost of any work undertaken by us under the terms of this Service Cover Plan on a water supply pipe outside the boundary of your property where you share legal responsibility for the water supply pipe with any third parties). Your fair share will be calculated as the total cost of the work divided by the number of parties (including you) that are responsible for the water supply pipe and benefit from the repair. Work will not commence until all parties have given their consent to pay their fair share.
Any work required on a water supply pipe outside the boundary of your property where you share legal responsibility for the water supply pipe with any third party(ies) who does not agree to the work being completed by our engineers.
Showers including the shower unit, controls, outlet or shower head.
Domestic appliances.
Replacement of radiators or hot water cylinders.
Replacement of sanitary ware (basins and toilet bowls).
Any dripping, broken or seized taps that require repairing or replacing.
No hot water due to a breakdown of a water heater, a boiler or a central heating component.
Quietening noisy pipes that are caused by the expansion and contraction of pipes as they heat and cool.
External guttering, rainwater downpipes and soakaways.
Drains/sewers that you do not have sole responsibility for (including shared drains within your property).
Drain clearance where if the design of your drainage system does not allow access by our engineers (e.g. via a manhole).

CLAIMS LIMIT
• Up to £500 per claim
• Up to 3 claims per policy period