1. Scope of Work
The Maintenance Plan provides cover only for the services specifically listed under the plan selected by the Customer (e.g., Bronze, Silver, Gold). No additional services are included unless expressly stated in the written plan agreement.

Each plan outlines:
The specific components of systems included (e.g., boiler servicing, plumbing, etc)
Any included parts, labour, etc.

Important:
If a service, part, or system is not listed under the Customer’s selected plan, it is not covered under this agreement. To confirm what is covered, please refer to the Maintenance Plan Summary provided at the time of sign-up or renewal.

2. Customer Responsibilities
The Customer must ensure that the system is used in accordance with manufacturer instructions.
The Customer must notify the Company of any issues as soon as they are observed.
Reasonable access must be provided for inspections or repairs.
The Customer must maintain valid home insurance, as this plan is not a substitute.

3. Payment Terms
Payment is required on a [monthly/annual] basis as per the selected maintenance plan.
Failure to keep up with payments may result in suspension or cancellation of services.

4. Term & Termination
This plan is valid for a period of 12 months from the start date and may be renewed annually.
Either party may terminate the agreement with 30 days’ written notice.
The Company reserves the right to cancel the plan immediately in the event of abuse, non-payment, or unsafe working conditions.

5. Liability
The Company shall not be held liable for any consequential losses arising from delays, missed appointments, or failure of components not covered under this plan.
The Company’s liability is limited to the value of the annual maintenance plan fee.

6. Amendments
The Company reserves the right to amend these Terms & Conditions with 30 days’ written notice.

7. Governing Law
This agreement shall be governed and interpreted in accordance with the laws of England and Wales.

8. Exclusions – What is NOT Covered
The following works and services are not included under this Maintenance Plan:
Showers
Any third party interference
Any sludge debris caused damage to system
If a call-out is made the price of the full policy will be required for year
Any boiler over 10 years
No service history
Change of boiler not included
Replacement of sanitaryware is not included.
Ceramic taps not included
No air source heat pumps
No solar
No unvented cylinder for solar and air source
Water system
No call outs for the first 21 days as this is the cooling off period

8.1 New Installations
Installation of new underfloor heating systems (including electric or water-based systems).
Installation or supply of new radiators, designer radiators, towel rails, or additional heating elements.
Full or partial installation of new plumbing systems or pipework not previously present.
Installation of new boilers (we will give 10% towards a new boiler), hot water cylinders, or storage tanks.
Installation of smart heating controls, thermostats, or home automation devices.

8.2 Major Upgrades & Refurbishments
Major system upgrades, including system conversions (e.g., gravity-fed to pressurised).
Full power flushing or chemical cleaning beyond light flushing during servicing.
Structural alterations required to carry out maintenance or upgrades.
Replacement of non-serviceable or obsolete components.

8.3 Third-Party or Specialist Systems
Repair or maintenance of systems installed by third parties not approved by the Company.
Repairs to components still under manufacturer warranty (covered by manufacturer).
Maintenance of underfloor heating systems installed by other contractors.

8.4 Other Exclusions
Any damage caused by misuse, vandalism, or external events such as flooding, fire, or electrical surges.
Cosmetic defects or decoration work (e.g., repainting, tiling, flooring after work is completed).
Work required to meet changes in law or building regulations after your plan begins.

8.5 Pre-existing & System Condition Issue 
Faults that existed before cover started
Systems not in good working order
Design faults or poor installation  

8.6 Sludge, scale & long-term damage
Sludge in heating system
Limescale damage
Corrosion-related failures  

8.7 Bathroom & everyday plumbing fixtures
Taps
Showers & shower pumps
Sanitary ware (toilets, basins, baths)
Sealants and cosmetic items
Magnetic filters
Macerators
Flues
Boilers over 10 years old
Surestops

8.8 Appliances & non-fixed items
Kitchen appliances (unless separately covered)
Cooker hoods / extractor fans (larger ones) 

8.9 Structural & access limitations
Major building work
Anything beyond access allowance (£1k cap)
System upgrades

8.10 Claims restrictions
No claims in first 14 days
Boiler must be in working condition when join

8.11 Other Exclusions
Commercial systems, landlord-only arrangements unless agreed, underfloor heating, oil, LPG, solid fuel systems, heat pumps, solar thermal, and unvented cylinders may be excluded unless specifically included in your chosen plan.

Issues caused by lack of maintenance, failure to follow advice, deliberate misuse, DIY work, tampering, or repeated operation of a faulty system are excluded.

Damage caused by weather, freezing, flooding, fire, impact, vermin, pests, third parties, power supply issues, or accidental damage is not covered.

We do not cover removing flooring, boxing-in, tiles, walls, ceilings, cupboards, or any other property elements to gain access. We also do not cover reinstatement, redecoration, tiling, plastering, or making good after access is gained.

Blocked drains, external drains, underground drainage, collapsed drains, root ingress, soakaways, gullies, and manholes are excluded.

We do not cover systems that are unsafe, poorly installed, non-compliant, heavily worn, or otherwise unsuitable for inclusion on a home care plan.

Boiler components (pump, fan, PCB, valves Labour is free only

8.12 Smart thermostats (Hive, Nest, etc.)
Programmers & timers
Wiring centres
Electrical faults unrelated to the boiler

8.12 General Exclusions
Cosmetic repairs
Damage caused by third parties
Misuse or neglect
Non-covered systems (if not in your plan)
Wear & tear items (taps, toilets, showers)
Sludge / scale damage
Pre-existing problems
Upgrades or improvements
New boiler only gas boilers covered