Terms and Conditions

Surefix Plumbing & Heating Group Limited Boiler Care Plans Terms and Conditions.

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We understand that terms and conditions are often extremely difficult to understand
due to how they are written. We have tried to keep our Boiler Care Plans terms and
conditions extremely clear so you know exactly what is and isn’t covered.

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1. Scope of Contract
1.1 Surefix Plumbing & Heating Group Limited will provide the level of care described within
the ‘Plan Summary’ below. However, there is an initial 30-day period where you cannot make
a call out. This is to prevent call outs on pre-existing problems and to keep premiums
competitive for all our customers.

1.2 When referring to ‘We’ this refers to Surefix Plumbing & Heating Group Limited.

1.3 This contract is strictly a maintenance contract and is not an insurance policy. Surefix
Plumbing & Heating Group Limited is therefore not regulated by the FCA.

1.4 This plan is intended for domestic boilers only and will only carry out works at residential
properties

1.5 Our Boiler Care Plans are Only available to customers where we have installed or have
serviced the boiler and are happy that there are no pre-existing issues. A boiler service,
assessment and a water sample will be required for new customers before cover can start.

1.6 All care plans can be offered to landlords to include an annual landlord’s gas safety
certificate.

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2. Our Plans

2.1 Bronze Plan
Here is what is included in our Bronze Plan:
 

• Annual service of your boiler to make sure it's running safely and efficiently. Your annual boiler service will be 12 months apart.

• Emergency response to make your property safe from any leaks of gas and water from your heating system, internal plumbing and internal gas pipework.

• 10% discount on all other estimated services (Terms and Conditions apply).

• Up to 2 call outs per year.

• Priority Customer for call outs

• NO EXCESS

This plan only provides an emergency response to make your property safe. Any repairs
required thereafter will be charged at our normal hourly rate plus parts and materials. You will
be provided with an estimate of cost before any works are undertaken.

2.2 Silver Plan
Here is what is included in our Silver Plan:
 

• Annual service of your boiler to make sure it’s running safely and efficiently. Your annual boiler service will be 12 months apart. No excess on boiler service.

• Emergency response to make your property safe from any leaks of gas and water from your heating system, internal plumbing and internal gas pipework.

• 10% discount on all other estimated services (Terms and Conditions apply).

• Up to 3 call outs per year.

• Repairs to your gas central heating system, including boiler, thermostat and controls.

• Repairs to boiler of up to £550 inclusive of VAT per claim, unless the boiler is beyond economical repair.

• Priority Customer for call outs.

• Can be upgraded to a Landlord’s Plan to include a Landlord’s Gas Safety Certificate

• EXCESS - £60.00 INC VAT (PER CALL OUT)

This plan only provides an emergency response to make your property safe from any leaks of
gas or water. Any repairs required thereafter will be charged at our normal hourly rate plus
parts and materials. You will be provided with an estimate of cost before any works are
undertaken.

2.3 Gold Plan
Here is what is included in our Gold Plan:

• Annual service of your boiler to make sure it's running safely and efficiently. Your annual boiler service will be 12 months apart. No excess on boiler service.

• Emergency response to make your property safe from any leaks of gas and water from your heating system, internal plumbing and internal gas pipework.

• 10% discount on all other estimated services (Terms and Conditions apply).

• Up to 4 call outs per year.

• Repairs to your gas central heating system, including boiler, thermostat and controls, radiators, radiator valves/TRVs.

• Repairs to boiler of up to £550 inclusive of VAT unless the boiler is beyond economical repair.

• Priority Customer for call outs.

• Can be upgraded to a Landlord’s Plan to include a Landlord’s Gas Safety Certificate.

• Repairs to the plumbing and heating system in your home.

• EXCESS - £60.00 INC VAT (PER CALL OUT)

This plan only provides an emergency response to make your property safe from any leaks of
gas or water. Any repairs required thereafter will be charged at our normal hourly rate plus
parts and materials. You will be provided with an estimate of cost before any works are
undertaken.


2.4 Platinum Plan

• Annual service of your boiler to make sure it's running safely and efficiently. Your annual boiler service will be 12 months apart. No excess on boiler service.

• Emergency response to make your property safe from any leaks of gas and water from your heating system, internal plumbing and internal gas pipework.

• 10% discount on all other estimated services (Terms and Conditions apply).

• Up to 4 call outs per year.

• Repairs to your gas central heating system, including boiler, thermostat and controls, radiators, radiator valves/TRVs.

• Repairs to hot water cylinder.

• Repairs to boiler of up to £550 inclusive of VAT unless the boiler is beyond economical repair.

• Priority Customer for call outs.

• Can be upgraded to a Landlord’s Plan to include a Landlord’s Gas Safety Certificate.

• Repairs to the plumbing and heating system in your home.

• Washing machine hoses and toilet flush and fill mechanisms.

• EXCESS - £60.00 INC VAT (PER CALL OUT)
   

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3. Components of the System

3.1. Your heating system is made up of a number of different components. The components of
the heating system covered within each plan are as follows:

3.3 Silver Plan

• Boiler and all internals.

• Thermostat and controls.

3.4 Gold Plan

• Boiler and all internals.

• Thermostat and controls.

• Radiators.

• Radiator valves/TRVs.

3.5 Platinum Plan

• Boiler and all internals.

• Thermostat and controls.

• Radiators.

• Radiator valves/TRVs.

• Hot water cylinder.

• Washing machine hoses.

• Toilet flush and fill mechanisms.

Below you will find information on each of the benefits within our service plans. Please refer
back to ‘Our Plans’ above to see which items below are included in each plan.

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4. Annual Service
4.1. One of our Gas Safe qualified engineers will perform the service and safety check in line
with manufacturers instructions.

4.2. Included in this service/safety check, we will perform the following as a minimum:
 

• Check emissions using a fully calibrated flue gas analyser.

• Check of the inlet and working gas pressure.

• Clean condensate trap.

• Clean magnetic filter (if fitted).

• Clean inside of boiler case.

• Gas rate if required.

• Test of safety devices and all safety checks in line with Gas Safe guidelines.

4.3. We will also inspect the radiators, hot water cylinder and other components for leaks or
defects.

4.4. A gas tightness test will be performed in certain circumstances to ensure the property is
free from gas leaks.

4.5. The annual service will be arranged at a time and date convenient to you and in the
month of your contract renewal. Unless otherwise arranged with the contract holder beforehand.

4.6 The annual service will be carried out Monday to Friday between 9 am and 4 pm unless
otherwise agreed by Surefix Plumbing & Heating Group Limited

 

5. Loyalty Discount on Other Services
5.1. We offer other services within Surefix Plumbing & Heating Group Limited that include:

- Radiator Installations
- Underfloor Heating Installations
- Central Heating Upgrades
- Bathroom Installations

As a Boiler Care Plans customer you receive a 10% discount on our other services.

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6. Exceptions
6.1 Your boiler must be fitted with an inline magnetic system filter to conform with current Building Regulations. If your boiler does not have a filter, we can install one for you before care begins. This service will incur an additional charge.

6.2 Any breakdown that is caused by sludge, scale or system deposits will not be covered - this will be confirmed by an independent water quality test if required (chargeable to customer if it fails).

6.3 Any breakdown that is a result of a problem with the water mains, electrical grid or gas main/meter. Including having no credit on a gas meter.

6.4 Pre-existing faults and defects in the design or installation of the system.

6.5 Any breakdowns caused by blocked drains backing up into the boiler. We can recommend a drains specialist for this type of issue.

6.6 Replacement of cosmetic parts such as boiler casings and covers.

6.7 Faults caused due to the fabric of the building, for example, pipes in walls bursting due to subsidence.

6.8 Any defects caused due to malicious actions, misuse or third party interference.

6.9 Any defect caused by; fire, flood, lightning, explosion, storm, frost, terrorism or the impact of any other extraneous cause.

6.10 We will not be held responsible for delays in the provision of parts from suppliers or delivery firms.

6.11 Showers and their parts, shower pumps, sanitary ware (inc taps and toilet) and sealant.

6.12 Boilers that still work but are making a noise.

6.13 Venting and airing radiators.

6.14 Underfloor heating, pipework and controls.

6.15 Damage caused by lime scale, sludge or other debris.

6.16 If we have advised you previously that you need to carry out repairs, improvements, powerflush, or a similar process, but you have not done so.

6.17 Repairing or replacing the flue including the terminal if it’s over one meter in length. (up to 1m is included).

6.18 Repairing or replacing the flue including the flue terminal for any open flue appliances.

6.19 Replacing or topping up your central heating inhibitor unless we have removed it.

6.20 Any parts of your boiler and controls which directly supply a swimming pool.

6.21 Resetting your controls or replacing the batteries.

6.22 Repairing or replacing your central heating system.

6.23 Accidental Damage.

6.24 BER Boiler (Beyond economical repair) - If we deem your boiler to be BER and it's under seven years old, we may offer you a special discount for the replacement.

6.25 Damage caused by limescale, sludge or other debris.

6.26 Supply of curved, vertical designer or non standard radiators.

6.27 Replacement and repair of electrical elements in radiators.

6.28 We will not replace radiators based on visual signs of rust only.

6.29 The maximum amount we will pay under this policy, arising from any one event is £550 inc VAT.

6.30 Changing standard valves for thermostatic valves.

6.31 Replacement and repair of electrical elements in radiators.

6.32 Underfloor heating pipework and controls.

6.33 Topping up the central heating inhibitor or replacement unless we have removed it.

6.34 Oil tanks, oil fire valves, oil pipeline/pipework leading from the tank to the boiler and any other oil components that are not internal to the boiler.

6.35 LPG tanks, regulators, hoses and pipework leading from the cylinders to the boiler and any other LPD components that are not internal to the boiler.

6.36 Damage caused by other tradesmen.

6.37 Showers and their parts, shower pumps, sanitary ware (inc taps and toilet) and sealant.

6.38 Boiling taps.

6.39 Rainwater guttering and downpipes, manholes and their covers, soak-ways, septic tanks, cesspits, drainage pumps, macerators, treatment plants and their outflow pipes.

6.40 Cleaning and descaling your drains.

6.41 Any drains and wastes.

6.42 Replacement of underground pipework.

6.43 Drainage pumps/pumped systems.

6.44 Damage caused by ground movement or tree roots.

6.45 The boiler should be readily accessible for inspection and maintenance in accordance with the boiler’s manufacturing guidelines. For example, we won’t be responsible for removing kitchen cupboards or making good.

6.46 Any incidents that require maintenance within the first 3 months of the date the agreement starts.

6.47 Any inadequacy attributing to the original installation or design of the system.

6.48 Any damage due to the failure of your gas, water or electricity supply.

6.49 Any work that may arise due to hard water scale deposits or aggressive water supply including descaling.

6.50 Fan assisted convector heaters or immersion heaters.

6.51 Replacement of bespoke or designer radiators, and their components, other than with standard parts.

6.52 Cooking and heating appliances.

6.53 Central Heating system or controls designed to incorporate any other heat source, for example solar water heating or solid fuel heating, ground, air and water heat pumps.

6.54 Noisy boilers as boilers become older, for various reasons they may become noisy. Where age is the sole reason for noise, we do not consider this as a fault and it is not covered.

6.55 If you have had any asbestos removed, you must provide us with a clean air certificate before we can continue work at your property.

6.56 Consumables (e.g. batteries, filters, fuses, oil nozzles and igniters’).

6.57 Replacement of flues over 1m.

6.58 Any defect caused through accidental damage.

6.59 Any damage or defect caused by lightning, frost, explosion, water, flood, storm, tempest, fire, impact or other natural disasters. These events should be covered under your general home insurance.

6.60 Mechanical breakdowns due to sludge build up, removal of products or corrosion from within the system should the heat exchanger or heat bank fail, this will deem the boiler to be BER.

6.61 LPD components, LPG tanks, regulators pipe work and hoses leading from the boiler, that are not internal to the boiler.

6.62 Adjustment of temperature and time controls.

6.63 Bleeding radiators and pressurising sealed systems and relighting pilot lights.

6.64 The fabric of the building and any pipework including flues that are buried in it.

6.65 Any pre-existing faults that were already present at the time of signing up to this care plan.

6.66 If an internal pipework leak is discovered and is difficult to access, the leak must be exposed before our engineers arrive, such as by lifting floorboards, removing plasterboard, and so on. We do not cover pipework that is buried in concrete walls or floors; however, as part of your agreement, we will fix a leak if you expose the pipework. Making good is excluded from our policy. If you are unable to make access we can provide a quote to carry this out for you.

6.67 For plumbing systems, the equivalent of the industry standard, such as radiators, and so on, is substituted for replacement parts.

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7. Missing / Cancellations of Appointments
7.1 If the engineer attends and the customer is not available a rebooking fee is charged to re-attend.

7.2 Customers must give 24 hours notice to change an appointment date/time otherwise a
rebooking fee will be charged.


8. Use of Subcontractors
8.1 We reserve the right to use subcontractors to carry out any breakdowns or annual services.
All subcontractors will be Gas Safe registered and vetted by us for suitability.


9. Period, Renewal and Payment Contract
9.1 This contract is valid for a period of 1 year (12 months) from the date the first direct debit is collected.

9.2 The contract will be automatically renewed into a monthly rolling contract unless instructed by the customer to cancel. The customer must give notice no later than 14 days before the renewal date.

9.3 We reserve the right to cancel the renewal of any contract without giving a reason.

9.4 In the event of non-payment of the Direct Debit care will be suspended until the account is brought up to date and no works will be carried out.

9.5 The contract is cancelled if the customer misses 3 consecutive payments without contacting after the initial 12 months period. Failure to make payments within the initial 12 month period will result in an administration fee on the account along with payment to get the account balance up to date.

9.6 We reserve the right to cancel any policy at any time if a customer is found to have broken any terms in these conditions.


10. Certificates
10.1 All certificates will be held electronically by Surefix Plumbing & Heating Group Limited.

10.2 Customers can request copies of any certificate at any time via email without charge.

10.3 Customers can request a hard copy of any certificate subject to a printing and postage charge of £5.

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11. Cooling Off Period
11.1. Customers are entitled to a full refund within 14 days of signing the contract. Any breakdowns within this cooling-off period will be charged at the full amount in the event of cancellation.

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