Air Source Heat Pump and Unvented Hot Water Cylinder Service Plan

These Terms & Conditions set out what is included in the Air Source Heat Pump and Unvented Hot Water Cylinder Service Plan, what is excluded, your responsibilities, our responsibilities, payment terms, cancellation rights and how to raise a complaint. Please read this document carefully before purchasing or renewing the Plan.

1. Definitions

In this document, “we”, “us” and “our” means the service provider named on your Plan Schedule. “You” and “your” means the customer named on the Plan Schedule. “Property” means the domestic property covered by the Plan. “Plan” means this annual service plan for the Air Source Heat Pump and Unvented Hot Water Cylinder. “Equipment” means the eligible air source heat pump, associated controls and the unvented hot water cylinder located at the Property.

2. Plan Overview

The Plan provides one scheduled annual service visit during each 12-month Plan term. The service is intended to help keep the Equipment operating safely, efficiently and in accordance with applicable manufacturer guidance and relevant statutory requirements. The Plan is a service-only agreement and is not an insurance policy, repair contract or guarantee that the Equipment will not fail.

3. Eligibility

• The Property must be located in the United Kingdom and used mainly for domestic residential purposes.

• The Equipment must be owned by you or you must have legal authority to arrange servicing.

• The air source heat pump must be an air-to-water heat pump system and must be safely accessible to our engineer.

• The unvented cylinder must be safely accessible and installed in accordance with applicable Building Regulations and manufacturer requirements.

• The Equipment must be in working order at the start of the Plan, unless we agree otherwise in writing.

• The Plan does not apply to commercial premises, mobile homes, park homes, ground source heat pumps, water source heat pumps, air-to-air heat pumps, hybrid systems or district heating systems unless expressly stated on the Plan Schedule.

4. What Is Included

• One annual service visit for the eligible air source heat pump and unvented hot water cylinder.

• Visual inspection of accessible heat pump components, external unit, visible pipework, insulation and associated controls.

• Operational checks of the heat pump, programmer, thermostat controls and relevant safety controls where accessible.

• Inspection and cleaning of accessible filters, strainers or magnetic filters where included in the standard service and safe to do so.

• Checks of system pressure, expansion vessel condition and accessible valves where applicable.

• Inspection of the unvented cylinder, including visible safety controls, discharge pipework, tundish, expansion vessel and relevant temperature and pressure safety devices.

• Advice on safe and efficient use of the Equipment where appropriate.

• A service record or report confirming the work carried out and any recommendations.

5. What Is Not Included

• Repairs, replacement parts, upgrades, remedial works or system improvements unless separately quoted and accepted by you.

• Emergency call-outs, fault diagnosis outside the annual service visit or attendance for breakdowns.

• Work required because of misuse, neglect, accidental damage, frost damage, third-party interference, poor installation, lack of maintenance or failure to follow manufacturer instructions.

• Electrical supply issues, consumer unit faults, external wiring faults or any work requiring an electrician unless separately agreed.

• Refrigerant repairs, refrigerant leak repairs, specialist refrigeration work or work requiring manufacturer-only intervention unless separately agreed.

• Hidden, buried, boxed-in or inaccessible pipework, valves, wiring or components.

• Cleaning, repair or replacement of radiators, underfloor heating, emitters, taps, showers, distribution pipework or building fabric.

• Water quality treatment, power flushing, inhibitor dosing, glycol replacement or system cleansing unless stated on the Plan Schedule.

• Any work required to bring a non-compliant installation up to current standards, including discharge pipework or safety device alterations.

• Consequential losses, loss of heating or hot water, loss of earnings, accommodation costs or inconvenience.

6. Service Appointments

We will contact you, or you may contact us, to arrange the annual service visit. Appointments are subject to engineer availability and will normally take place during standard working hours, excluding weekends and public holidays, unless otherwise agreed. You must provide safe, clear and reasonable access to the Equipment. If we cannot complete the service because access is unsafe, restricted or unavailable, we may charge a missed appointment fee or treat the visit as used.

7. Your Responsibilities

• Keep your contact details and Property details up to date.

• Pay all Plan charges when due.

• Provide safe access, adequate lighting and a safe working environment for our engineer.

• Ensure that any pets, hazards or obstructions are safely controlled before our visit.

• Tell us about any known faults, warning codes, leaks, unusual noises or system issues before the service begins.

• Retain manufacturer manuals, commissioning documents, benchmark records, warranty details and previous service records where available.

• Follow reasonable advice given by our engineer, including safety recommendations and manufacturer maintenance guidance.

8. Safety, Compliance and Engineer Competence

Work on unvented hot water cylinders must be carried out by a suitably competent person. Where required, the engineer must hold appropriate qualifications for unvented hot water systems and must work in accordance with applicable Building Regulations, manufacturer instructions and safe working practices. If our engineer identifies an unsafe condition, we may isolate the relevant part of the system, advise you not to use it and provide recommendations for remedial work.

9. Charges and Payment

The Plan fee, payment frequency and payment method are shown on your Plan Schedule or quotation. Payments must be made when due. If a payment is missed, we may suspend the Plan until the account is brought up to date. Any additional work, repairs, parts or upgrades will be quoted separately and will only proceed with your agreement.

10. Plan Term and Renewal

The Plan runs for 12 months from the start date shown on your Plan Schedule unless cancelled earlier in accordance with these Terms & Conditions. We may contact you before the renewal date to confirm the renewal price and any changes to the Plan. Renewal is not guaranteed and may depend on engineer availability, the condition of the Equipment, payment history and whether the Property remains eligible.

11. Cancellation Rights

You may cancel the Plan within 14 days of the start date and receive a full refund, provided no service visit or other work has been carried out. If work has been carried out during that period, we may deduct a reasonable amount for the work completed. After the 14-day cancellation period, you may cancel the Plan at any time, but no refund will be due for any service already provided and any outstanding balance for agreed services may remain payable.

12. When We May Refuse, Suspend or Cancel the Plan

• You fail to pay amounts due.

• The Equipment or Property is found to be ineligible.

• The Equipment is unsafe, inaccessible, obsolete, incorrectly installed or beyond economical servicing.

• You provide false, incomplete or misleading information.

• Our engineer is subjected to unsafe, abusive or inappropriate behaviour.

• Parts, technical information or manufacturer support are unavailable.

• Continuing the Plan would require us to carry out work outside our competence, legal obligations or safe working practices.

13. Limitations of Liability

Nothing in these Terms & Conditions limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any liability that cannot lawfully be limited or excluded. Subject to that, our liability is limited to the amount paid by you for the Plan in the relevant 12-month term. We are not responsible for indirect losses, consequential losses, loss of use, loss of profit, loss of business, loss of income, loss of savings, damage caused by pre-existing faults or losses arising from matters outside our reasonable control.

14. Complaints

If you are unhappy with any aspect of the Plan or the service provided, please contact us using the details on your Plan Schedule. We will acknowledge your complaint, investigate it fairly and aim to provide a clear response within a reasonable time. If the complaint relates to work carried out by a third-party engineer or subcontractor, we may need to share relevant details with them to investigate and respond.

15. Data Protection

We will use your personal information to administer the Plan, arrange appointments, process payments, keep service records, meet legal obligations and communicate with you about your Equipment. We will handle personal information in accordance with applicable data protection law and our privacy notice.

16. Changes to These Terms

We may update these Terms & Conditions from time to time to reflect changes in law, regulation, safety standards, manufacturer guidance, service delivery or business requirements. We will tell you about any material changes before they apply to your Plan renewal or, where required, before they take effect.

17. Governing Law

These Terms & Conditions are governed by the laws of England and Wales. If you live in Scotland or Northern Ireland, you may also have rights under the laws that apply where you live. Nothing in these Terms & Conditions affects your statutory rights as a consumer.

18. Important Notice

This template is intended as a practical starting point for a service plan document. It should be reviewed and adapted by the service provider and, where appropriate, by a qualified legal adviser to ensure it reflects the provider’s business model, pricing, complaints process, insurance position, qualifications, regulatory obligations and customer documentation.