Home Cover T&C's

 

We will carry out an annual boiler service as per manufactures instructions.

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Your boiler and controls subject to initial inspection, will be covered up to a maximum combined annual total of £1000 Inc Vat.

 

Boiler & Controls - Repairs to your boiler (Within Casing and flue) and controls (thermostats, frost stats, clocks, timers and programmers) including parts and labour.

 

Central Heating System - Repairs to your heating system (Pumps, motorised valves, radiators, pipes, fittings, hot water feed and expansion tank).

 

Electrics - Repairs to the mains wiring & electrics (Circuit breakers, fuse boards, switches and sockets) inside your property that connect to the main supply.

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Plumbing & internal drains - Repairs to leaks on the hot and cold water pipes inside your home between the stopcock and your taps or appliances.  Assistance with blocked or leaking internal drains that you are responsible for within your boundary. 

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General Exclusions - ​

• We will not assist or provide support with any:

• Faults that existed before you entered into this agreement or within the first 14 days after entering into this agreement;

• Systems or appliances that haven't been installed, maintained and used in accordance with manufacturer’s instructions and or current regulations or best practice;

• Replacement of heat exchangers or repairing faults caused by limescale, sludge (namely, dirty water contaminated by particles of dirt, rust or other foreign contaminants, that is deposited as water passes through the components of the central heating system), or other debris;

• User tasks which are detailed in your user guide, re-pressurising your system and or bleeding your radiators;

• Non-standard systems or parts

• Smart or internet connected thermostats or devices

• Solar PV systems including battery storage.

• Electric vehicle charging points.

• Burglar alarms, smoke detectors, electrical garage door systems, electrical gates, resetting of circuit breakers.

• Trace and access (work required to locate the fault);

• Upgrades or improvements to your system;

• Problems relating to steel, lead or iron pipes;

• Damage we have caused in order to carry out any repair or maintenance that you have requested;

• Damage linked to or caused by the supply of your gas, water or electricity;

• Showers and shower pumps;

• Faults or damage caused by a third party;

• Issues that don’t affect how your system works;

• Intermittent faults which cannot be identified at the time of the approved engineer’s attendance;

• Boilers or systems that are not solely used for domestic purposes and situated completely within a domestic property;

• Systems that have pipework 35mm or more in diameter, a commercial gas meter or any other work that our engineer advises require commercial gas qualifications to complete a repair;

• Issues where we reasonably consider that there is a health and safety risk;

• Maintenance work required to keep your systems in good working order;

• Replacement of consumables (such as external fuses, batteries, seal/gaskets, fuel);

• Seals and grouting, which generally fill gaps between tiles and sanitary ware;

• Frozen pipes or any faults caused by freezing;

• Damage that is covered by any insurance policy;

• Parts/equipment still under manufacturer’s warranty;

• Faults that arise between tenancy if you are a Landlord; or

• Boilers that have been flooded or submerged in water.

General Terms -

• This is a service agreement providing 24/7 telephone support and access to our network of approved engineers. It is not a contract of insurance nor regulated by the Financial Conduct Authority.

• Any benefit under this service agreement related to the occurrence of an uncertain event will be provided at our absolute discretion.

• The law of England and Wales applies to this agreement and how it is interpreted.

• We will carry out our obligations under this agreement within a reasonable time unless we cannot do so due to circumstances which are beyond our reasonable control.

• We may make changes to these terms and conditions. If we make changes which are not in your favour, we will tell you about them. If you do not accept the changes, you may end this agreement without any cancellation fees.

• All parts and materials supplied by us shall be standard parts commonly used in the industry and purchased from a reputable specialist heating supplier. We shall not be responsible for the cost of a “like for like” replacement part to the extent that the cost of that replacement part exceeds the cost of an equivalent standard part.

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Cancellation -

You are free to leave the agreement at the end of each contract term by giving us notice (by telephone or in writing) in the last 28 days of that year. If you end your agreement by giving us notice within 14 days of:

• The start date, then, provided we haven’t carried out any work, we will refund you everything you have already paid in that period;

• The start date, and we have carried out work or supplied goods, you will have to pay us for the work we have done, and any goods supplied; or

• Us notifying you of an increase in your fixed fee, then no further charges will apply from the time of us receiving your notice and ending your agreement.

We may end your agreement at any time if:

• You give us false or incorrect information;

• You fail to pay for your plan;

• Your system is deemed by us to be unsuitable for our support plans.

We will let you know if we end the agreement. If we end the agreement you will be required to pay a termination fee. The termination fee will be the lesser of the annual price you would have paid for the remainder of the year and our charges for any goods and services we have provided.

We work out the termination fee and the cost of any services supplied using the following scale of charges:

• Boiler Service or Landlord Gas Safety Inspection - £60

• Boiler Service and Landlord Gas Safety Inspection combined - £80

• All completed boiler or central heating repairs - £160 each

• Any other completed repairs - £89 each

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Complaints -

To make a complaint please Contact us via email Pinewoodenergyservices@gmail.com, or call 01785 526012

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We reserve the right to refuse cover at any time.