Boiler Service Plans - Terms & Conditions

These Terms & Conditions form part of the agreement between you (The Customer) and Hindle Energy

Definitions
Service plan – Refers to the specific plan you have chosen. Please refer to clause 2 for full details of the available plans.

Boiler – A Gas appliance located at your property that heats the hot water and/or heating.

Heating System – Includes various components such as hot water cylinder, heating pipework, pump, motorised valves, radiator valves, programmer/timers, cylinder stat, room stat, pressure controls.

Plumbing System – Includes tap repairs, Hot and cold water pipes, Cold water tanks, Toilet break downs, Silicone seals on bath and showers, Ball valves and float valves, Stop cocks and gate valves, above ground drainage.

Start Date – The date specified on the contract as the start of the service plan.

We / Us / – Refers to Hindle Energy

You / your / Customer – Refers to the customer who has entered into the Contract.

Force Majeure – Refers to circumstances beyond our control, such as strikes, labor shortages, material shortage, traffic delays, sickness, holidays, etc.

Contract – The agreement between you and us for the service of works as per the chosen service plan detailed in clause 2.

Type of plan and what’s Included
Winter warmer package

Boiler service **
Flue gas combustion check
Gas certificate
Topping up of system pressure if needed
Bleeding of radiators if needed
Flue integrity check
Energy efficiency advice
Service reminders sent out
Central heating filter serviced and cleaned out if applicable
Fully qualified engineers
Winter warmer package ADVANCED CARE

Boiler service **
Flue gas combustion check
Gas certificate
Topping up of system pressure if needed
Bleeding of radiators if needed
Flue integrity check
Energy efficiency advice
Service reminders sent out
Central heating filter serviced and cleaned out if applicable
Boiler breakdown/repairs *##
Central heating breakdown/repairs *##
Visit within 48 hours
Fully qualified engineers
£300 new boiler discounts
Peace of mind
First call out fee FREE OF CHARGE *###

*= Limits apply, please see Clause 14. 19

** – To be scheduled between June and July, unless otherwise agreed upon.

* – Call outs apply only if there is a fault present. If we determine that the issue is not a fault or not covered, and you still request a call out, we reserve the right to charge at our standard rates.

## – If your boiler or system is beyond economic repair, we will provide a cost estimate for a new boiler at a discounted rate. We will not repair a boiler or system that is deemed beyond economical repair, over 12 years old, or has obsolete/unobtainable parts.

### – An excess charge of £60.00 will apply and must be paid for our visit if your call outs exceed the agreed limit set in the plan.

Contract renewal/Cancellation
Your Contract is for a minimum of 12 months from the date of the first payment. Unless you inform us otherwise, the contract will automatically renew each year, subject to our acceptance of you onto the service plan. This contract remains valid as long as you continue making payments, as per clause 4.

4- Contract invalidations

● If invalid or misleading information is provided.

● If payment is not received within 7 days of the due date, your service plan will be cancelled and charges may apply.

● If a fault is found with the system/systems during our first visit.

● If we advise that a permanent repair is necessary for the proper and safe functioning of your appliance or system, and you fail to take appropriate action.

● If work is carried out on the system by someone other than our engineers/subcontractors.

● If health and safety issues arise from your property or individuals within the property.

● If work has been carried out on the system by someone not authorized by us.

5- Acceptance onto one of our service plans does not imply that the boiler, heating system, or plumbing system meets relevant standards. We do not accept liability arising from the original design or installation, and we provide no warranty as to fitness for purpose.

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

7- New parts will only be fitted if the old ones are beyond reasonable repair. We have sole discretion in determining the condition of parts. Boiler heat exchangers damaged by debris, sludge, or scale are not covered for parts or labor.

8- As boilers age, they may become noisy due to various factors. Noise caused by age or water condition is not considered a fault and is not covered under any plan.

9- Boiler replacement – If your boiler is deemed unrepairable or beyond economical repair, we will replace it with a similar boiler at a discounted rate, provided you continue or upgrade your plan.

10- Access – We are not responsible for repairs that require unreasonable access. We may request the removal of obstructions at our discretion and reserve the right to charge at our standard rates. We may also require you to arrange for the removal of obstructions before carrying out repairs. We are not liable for any necessary repairs unless they result from our negligence.

11- Charges – If a service plan is cancelled before the end of the year, we reserve the right to charge for any services and/or repairs already provided at our standard rates. Call outs will be charged at £60+VAT if they exceed your allowance, are not covered by your plan, or result from negligence or failure to maintain your system or notify us in a timely manner. Call outs are also subject to fair usage, with a maximum of 3 visits in a 12-month period.

12- Annual boiler service or landlord certificate – If included in your plan, we will attempt to schedule a visit for this service. However, you are ultimately responsible for ensuring it takes place within the contract.

13- System flushing – If we recommend a flush for your heating system, we will provide a quotation. Once the system is cleaned, we will continue with any existing service plan for an additional 5 years.

14- Exclusions

Our service plans do not cover:

1 Repairs required due to design faults or existing faults prior to the start of the plan.

2 Repairs related to damage caused by you or a third party.

3 Any loss or damage to property caused by the boiler, heating system, or plumbing system, such as damage to ceilings due to leaks.

4 Faults caused by sludge, scaling, or blockages.

5 The cost of removing sludge or scale from the system, as well as any resulting damage. Adding corrosion inhibitor is not covered.

6 Boiler repairs are limited to £250 in the first three months of your plan.

7 Damage caused by weather, freezing, or other natural events.

8 Removal of dangerous materials, such as asbestos.

9 Any decorative parts, such as casing, paintwork, or batteries.

10 Concealed flues within the building structure, flues above 3m in height, vertical flues, and lead slates.

11 The gas supply from the meter to the boiler or other appliances.

12 Damage caused by fire,

13- If we determine that your heating system needs to be flushed, we will provide you with a quote. Once the system is cleaned, we will continue with any existing service plan. The flush will extend our contract for an additional 5 years.

14- Exclusions

Our service plans do not cover:

1. Repairs needed due to design or pre-existing faults.
2. Repairs resulting from damage caused by you or a third party.
3. Any property damage caused by boiler, heating system, or plumbing system breakdown (e.g., ceiling damage from a leak).
4. Faults caused by sludge, scaling, or blockages.
5. The cost of removing sludge or scale from the system and any resulting damage. Also, the cost of adding corrosion inhibitor.
6. Boiler repairs limited to £250 within the first three months of the plan.
7. Damage caused by weather or freezing.
8. Removal of hazardous materials, such as asbestos.
9. Any decorative parts, such as casing, paintwork, or batteries.
10. Concealed flue parts within the building structure, flues above 3m in height, vertical flues, and lead slates.
11. Gas supply from the meter to the boiler or other appliances.
12. Damage caused by fire, flood, lightning storms, freezing weather, or other natural events.
13. Adjustments to time controls, unless already present on-site.
14. Loss suffered due to delays in obtaining parts.
15. The cost of a new boiler if parts become unreasonably unavailable, at our discretion.
16. Accidental damage, theft, or malicious damage.
17. Routine maintenance tasks, such as cleaning, descaling, turning on or lighting up the system, clearing airlocks or blocked pipes, bleeding the system, and topping up pressure. Tracing leaks due to consistent pressure drops will only be covered if the leaks are visible and accessible.
18. Loss or damage caused by your equipment not working or costs associated with gaining access, including pipes under the floor or within the building structure.
19. Repairs costing over £400.
20. Replacement of showers, taps, toilets, toilet seats, or concealed fittings. If repair is not possible, we can install new taps/showers at your expense, at a discounted rate.
21. Below-ground drainage, cast iron pipework, lead pipework, and Saniflow pumps.
22. Mains supply pipe.
23. Replacement of baths, shower cubicles, basins, and toilets.
24. If we are unable to address your issue within 7 days due to unforeseen circumstances, and you hire another contractor at your expense, we will discount 2 months from your plan as a goodwill gesture. Proof of work and issues covered by your plan will be required.
25. We do not perform repairs or maintenance on the following boilers and systems: Ferroli, Heatline, Ariston, Remeha, Chaffoteaux & Maury, Biasi, ACV, Daikin, Atag, Firebird, Keston, Ravenheat, Intergas, Vokera, non-condensing boilers, floor-standing boilers, log burners or fires, one-pipe central heating systems, properties with 2 boilers or cylinders, and underfloor heating systems and controls.

In cases where we breach the terms of this contract or cannot fulfill the agreement, our maximum liability will be limited to the cost of your current service plan (up to the amount you have paid for the current year), as permitted by law. We are not liable for loss of earnings, profit, goods, or business under any circumstances. However, these conditions do not limit our liability for death or personal injury resulting from our negligence. Please note that this contract is strictly a maintenance contract and is not an insurance policy. Hindle Energy is not regulated by the FCA.

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