Boiler Care Kent Ltd

Domestic Boiler Care Plan – Terms & Conditions

These Terms & Conditions apply to all Boiler Care Kent Ltd Domestic Boiler Care Plans. By signing up to a Care Plan, the customer agrees to be bound by these Terms & Conditions.

Domestic Care Plans are service and maintenance agreements and are not insurance products.

1. Scope of Cover

1.1 Domestic Care Plans provide planned boiler servicing and breakdown attendance in accordance with the selected plan tier.

1.2 Cover applies only to the domestic boiler and associated controls at the service address stated at the time of sign-up.

1.3 Care Plans do not guarantee repair or replacement of appliances or components.

2. Labour Allowance & Call-Out Definition

2.1 Each plan includes a maximum labour allowance per visit:

• Tier 1 & Tier 2: Up to 1 hour labour per visit
  
• Tier 3 & Tier 4: Up to 2 hours labour per visit
  

2.2 One attendance at the property constitutes one call-out, regardless of whether the fault is resolved.

2.3 Where a fault cannot be resolved within the included labour allowance:

• Additional labour time is chargeable
  
• Further visits may be required and are chargeable
  
• Charges will be applied at the member discounted rate applicable at the time
  
• Parts and materials are chargeable unless expressly included in the plan
  

3. Exclusions

The following are not covered under any Domestic Care Plan.

3.1 Pre-Existing Faults

• Any fault present before the Care Plan start date
  
• Any issue identified during an initial inspection or first service
  

3.2 System Condition & Water Quality

• Sludge, debris, or magnetite contamination
  
• Scale build-up or corrosion
  
• Blocked, restricted, or damaged pipework
  
• Poor system water quality
  

3.3 Installation & Design Faults

• Incorrect installation
  
• Non-compliance with manufacturer instructions or Gas Safe regulations
  
• Faults arising from work not carried out by Boiler Care Kent Ltd
  

3.4 Obsolete Equipment

• Boilers or components where parts are obsolete or unavailable
  
• Appliances deemed beyond economical repair
  

4. Parts & Materials

4.1 Parts and materials are not included unless expressly stated in the Care Plan.

4.2 Where a Parts Cover add-on is purchased:

• Cover applies only to eligible components
  
• Annual value limits may apply
  
• Major components are excluded unless expressly agreed in writing
  

4.3 Excluded components include (but are not limited to):

• Heat exchangers
  
• Printed circuit boards (PCBs)
  
• Pumps and fans
  
• Flues and flue terminals
  
• Pipework, radiators, valves, and system upgrades
  

5. Out-of-Hours Attendance

5.1 Out-of-hours attendance is defined as any visit outside standard working hours, including evenings, weekends, and bank holidays.

5.2 Out-of-hours attendance is not included in Domestic Care Plans unless expressly stated.

5.3 Where provided, out-of-hours labour is chargeable at the applicable member out-of-hours rate. Parts and materials are charged separately.

6. Initial Inspection & Eligibility

6.1 Boiler Care Kent Ltd reserves the right to carry out an initial inspection or first service before Care Plan benefits apply.

6.2 Care Plan benefits do not apply to faults identified during the initial inspection or first service.

6.3 Cover applies only where the appliance is:

• Safe
  
• Serviceable
  
• Compliant with current regulations
  

6.4 Boiler Care Kent Ltd reserves the right to suspend or withdraw cover where an appliance becomes unsafe or non-compliant.

7. Fair Usage Policy

7.1 Domestic Care Plans are intended for normal household use.

7.2 Excessive or repeated call-outs for the same unresolved issue, or call-outs relating to excluded items, may result in:

• Additional charges being applied
  
• Review, suspension, or termination of cover
  

8. Customer Responsibilities

Customers must:

• Provide safe and clear access to the appliance
  
• Maintain reasonable care of the heating system
  
• Follow manufacturer and engineer guidance
  
• Complete recommended remedial works within a reasonable timeframe
  

Failure to do so may result in suspension or withdrawal of cover.

9. Missed Appointments & Access

9.1 Missed or cancelled appointments with less than 24 hours’ notice may be chargeable.

9.2 Where access cannot be gained, the visit may be classed as a completed call-out.

10. Misuse & Third-Party Interference

Care Plan cover does not apply to faults or damage caused by:

• Misuse or neglect
  
• Tampering with the appliance or controls
  
• DIY repairs or unauthorised alterations
  
• Work carried out by third parties
  

11. Payments & Direct Debit

11.1 Payment Method

All Domestic Care Plans are paid by monthly Direct Debit.
By signing up, the customer authorises Boiler Care Kent Ltd to collect payments in accordance with the agreed plan.

11.2 First Payment

• The first payment is taken at sign-up
  
• Subsequent payments are collected monthly on the same date
  
• Where the payment date falls on a non-working day, payment will be taken on the next working day
  

11.3 Minimum Term

All Domestic Care Plans operate on a minimum 12-month term.

11.4 Payment Clearance

Care Plan benefits apply only once the first Direct Debit payment has been successfully collected.

Where payment is not successfully collected:

• Cover may be suspended or withdrawn
  
• No services will be provided until payments are brought up to date
  

11.5 Failed Payments

Failure to maintain Direct Debit payments may result in suspension or termination of the Care Plan.

11.6 Direct Debit Guarantee

All Direct Debits are protected by the Direct Debit Guarantee.

12. Cancellation & Cooling-Off Period

12.1 Where a Care Plan is agreed online, by phone, or at a distance, customers have a 14-day cooling-off period in accordance with the Consumer Contracts Regulations 2013.

12.2 Where a customer requests services to begin within the cooling-off period, they acknowledge liability for reasonable costs incurred.

12.3 Care Plans may be cancelled after the minimum term by providing written notice.

12.4 No refunds are issued for:

• Unused portions of the plan
  
• Services already provided
  

13. Suspension or Termination

Boiler Care Kent Ltd may suspend or terminate a Care Plan where:

• Payments are not maintained
  
• The appliance becomes unsafe
  
• Access is repeatedly denied
  
• Usage is excessive or abusive
  
• The appliance becomes beyond economical repair
  

14. Limitation of Liability

14.1 Boiler Care Kent Ltd is not liable for indirect or consequential losses, including loss of income or inconvenience.

14.2 Liability is limited to the value of services provided under the Care Plan.

14.3 Nothing in these Terms limits liability for death or personal injury caused by negligence.

15. Complaints

Complaints should be raised directly with Boiler Care Kent Ltd. We aim to resolve issues promptly, fairly, and professionally.

16. Data Protection

Customer data is handled in accordance with applicable data protection legislation and used solely for the administration of Care Plans and related services.

17. Governing Law

These Terms & Conditions are governed by and interpreted in accordance with the laws of England and Wales.

Add-Ons & Optional Cover

18. Optional Add-Ons

18.1 Optional add-ons are available on selected Care Plans and are charged in addition to the base monthly fee.

18.2 Add-ons apply only where expressly selected and paid for at sign-up.

18.3 Out-of-Hours Response Add-On

18.3.1 Where purchased, this add-on provides access to attendance outside standard working hours, subject to availability.

18.3.2 This add-on:

• Does not guarantee immediate attendance
  
• Provides access only
  
• Labour is chargeable at the applicable member out-of-hours rate
  
• Parts and materials are charged separately
  

18.3.3 All exclusions, safety rules, and fair usage provisions continue to apply.

18.4 Parts Cover Add-On

18.4.1 Parts Cover may be available on selected Care Plan tiers, subject to eligibility at sign-up.

18.4.2 Where purchased, Parts Cover:

• Applies only to eligible components
  
• Is subject to an annual parts value limit
  
• Does not override plan exclusions
  

18.4.3 The following components are excluded:

• Heat exchangers
  
• Printed circuit boards (PCBs)
  
• Pumps and fans
  
• Flues and flue terminals
  
• Pipework, radiators, valves, and system upgrades
  

18.4.4 Parts Cover does not apply to:

• Pre-existing faults
  
• Damage caused by sludge, corrosion, scale, or poor water quality
  
• Obsolete or unsupported components
  

18.5 Additional Gas Appliances Add-On

18.5.1 An Additional Appliance add-on may be purchased for:

• Gas fires
  
• Gas cookers or hobs
  

18.5.2 This add-on provides safety checks only, unless expressly stated otherwise.

18.5.3 Servicing, repairs, or parts are not included unless separately agreed.

18.6 General Add-On Conditions

18.6.1 Add-ons:

• Do not convert the Care Plan into an insurance product
  
• Do not guarantee repair or replacement
  
• Remain subject to all exclusions, safety rules, and fair usage provisions
  

18.6.2 Boiler Care Kent Ltd reserves the right to amend, withdraw, or decline add-ons with reasonable notice.