Boiler care
Terms & Conditions
Key Questions
How do I arrange a repair?
If an incident occurs at your property, which is covered under your package please call your dedicated 24-hour
contact number shown on your Package welcome pack. Our on 1st call our engineer may try to resolve the issue for you straight away by talking you through a simple set of fault-finding questions to fix the issue over the telephone. If this is not possible, we will arrange for the incident to be dealt with in accordance with the terms and conditions of your agreement. Please call us as soon as you are aware of any issues. We will not be able to cover the costs of any work carried out by persons not authorised by us in advance.
How long is my package for?
Your package plan will run on an ongoing monthly basis that is reviewed after 12 months. Any changes to your package e.g indexation costs. You will be notified 60 days before your renewal. Otherwise your subscription will be automatically renewed.
How do I change the package?
If you wish to upgrade or change your package please call us on 07960 838 210 and we can show what options are available. Parts repair/replace aspects are only covered from next service to confirmation of pre-existing
faults.
What information and changes do I need to tell you about?
Any changes in address. Anyone else nominated to be able to use the service e.g other people living at the property. If you change address. Also if you change your boiler or any parts of the system in your property, which
you have carried out, not authorised by ourselves are not covered. If in any doubt please contact us using our customer service contact details stated in these terms and conditions.
When does my cover start?
Cover will start from the first date of your first payment (subject to a boiler service to confirm pre existing faults) If you have made a payment and not allowed access or arranged for a boiler/system parts will not be covered and also may lead to policy cancellation.
When and how should my payment be made?
Payment should be made via direct debit date of your choice – any issues with payment please contact us via our
customer service information. If there are any issues we may try to contact you and if the issues persist you this
may lead to cancellation. If you have any issues with payment please contact us as we can look at resolutions so
you can still be covered.
Beyond Economical Repair (BER)
This is a term used to describe something that is so damaged that it would cost more to repair than it would to replace it. If you are within warranty and we can’t repair we will replace.
Terminology of covered items:
Average Gas annual saving after package cost is the average cost at time of sale of current customer savings per annum after the costs of the package is paid for. We will follow up and work out costs of saving per customer upon request. This will include the gas price changes, indexation and other contributing factors.
Annual boiler service:
● Inspect boiler and controls ensuring its safe
● Check internal component
● Check for damage or leaking parts
● Clean internal parts were required
● Adjust and check parts required for service
● Pilot light/ignition check
● Pipework inspection on boiler
● Flue terminal check
Annual Heat Leak check:
● Check/Adjust boiler electrodes to ensure peak efficiency for boiler start up
● Combustion check to make sure runs efficiently
● Tailored home check to see where potential heat is being lost internally
● Explanation on best use of boiler to lower gas costs
● Thermal camera inspection too see were improvements from heat loss can be made
● Advise/options on how to improve heat loss / efficiency
● Options for additional controls to improve efficiency
Priority service:
Subject to service, we give customers a dedicated number to call in emergencies, 24 hr service.
Extended parts warranty:
Following the 1st service to rule out pre existing faults not included, we can extend boiler parts to 10 years from
installation
Direct Tenant contact:
Nomination tenants can call a direct line to avoid having to go through the landlord or provided services or
emergency.
Gas safety certificate for Landlords:
If you are a landlord by law you have to have an annual gas safety certificate for all your properties and all appliances checked. Free call out (only applies to the landlord package) If you or your tenants call us out and we arrive at the property and find there isn’t an issue, we will not charge you the excess fee.
What’s not covered:
● Call outs in the 1st 14 days unless stated on welcome call
● Pre-existing faults, these are determined on 1st service or after 6 months, pre existing faults will be determined by an engineer and cannot be contested.
● Plumbing part, fittings or fixture
● Underfloor heating
● Repair or replacing parts not fitted correctly
● Flue terminal replacement
● Use on inhibitors
● Power flush to resolve issue
● Reseting or changing battery controls
● Pipes/parts that are not accessible
● Accidental damage
● Issues from supply of water/gas/electrics
Terms and conditions and customer obligation
The following conditions apply to this plan:
● You must provide us with any information that we request when you apply for the plan. All information you give must not be false, exaggerated or misleading;
● Any changes to the boiler, address, contact information, repairs not mentioned may void the policy.
● Your product must have been installed, maintained and used in accordance with the manufacturer’s instructions
● Your product(s) must be owned by you and kept only for domestic use
● Your product(s) must be used in a private domestic house.
● Your product must be easily accessible and meet all relevant safety standards and be safe to work on.
● You must allow a service to be done to determine pre existing faults that no product covers
● If you request repair/service not included in your package a pre-payment of estimated costs may be taken with rest of payment/return of payment after completion.
Your obligations:
You must arrange any work required making your product accessible and compliant with all relevant safety standards and safe to work on, we won’t provide our services until you have fulfilled these obligations. If you do
not comply with the conditions and the eligibility requirements above or do not fulfil your obligations above, we may terminate your service. We do not replace or repair fixtures or fascia if this needs to be removed in an emergency and we do not remove without permission. It’s your responsibility to keep us informed of any changes to your contact details including telephone number,
address or email.
Cancellation / cooling off period
• The cooling off period is the 30 day period from purchase which is the date of 1st payment.
• If you change your mind during the cooling off period, you can cancel your plan and we’ll refund any fee paid. If your plan automatically ends or is cancelled by us, these rights do not apply.
• If you have received a visit from an engineer within the last 90 days, no refund will be given and you will have to pay the cost of the repair, parts, services and call out fees.
Following the cooling off period:
If you cancel your plan after the cooling off period, then the following will apply:
• If you have not received a repair, we’ll end the plan.
• If you have received a repair, no refund will be given and you will have to pay the cost of the repair, parts, service and call out fees. (Please see fees at end of conditions)
How to cancel:
If you wish to cancel your plan, please email [email protected]. You can also cancel by simply cancelling your Direct Debit with your bank or building society, or you contact us directly to avoid any communications regarding outstanding payments.
Our right to cancel a package:
If you fail to comply with certain conditions and obligations we may bring your plan to an end and we won’t provide any further services to you under the plan. You must pay us for any call-out and repair costs we have incurred in the current period.
We reserve the right to cancel your plan by giving you fourteen 30 days’ notice. If we cancel your plan using this provision.
Any verbal/physical abuse is zero tolerance and will result in cancelation with no notice
In each case, we’ll confirm any such ending or cancellation of the plan via email or in writing to the last address you gave us.
If further investigations are needed we will respond to any issues within 72 hours and have any issues rectified in 30 days.
Landlords:
If you are a landlord, under the law it’s your responsibility to make sure you have a valid Gas Safety Certificate for the gas metre, gas pipework and any gas appliance(s) on your property. When your safety check is due, we will contact your tenant to arrange it. We’ll try to get hold of the tenant up to a maximum of 3 times. If we don’t hear back, we will notify you. Fees when policy is cancelled in the 1st 12 months. These are included in your price plan – the below only apply subject to our cancellation policy:
CUSTOMER SERVICES DETAILS
For customer services email: [email protected]
In writing to Cheshire Boilers, Tall Trees, Beehive Lane, Moulton, CW9 8NT
