Care Plan
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 included.
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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 care plans can start.
1.6 Boiler Care Plans can be upgraded for landlords to include an annual Landlord's Gas Safety Certificate for an additional monthly or annual charge. Details of the applicable charge will be confirmed at the time of purchase or renewal.
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1.7 Whilst we aim to respond to all call outs and emergencies as quickly as possible, response times are not guaranteed and may vary due to demand, weather conditions, availability of engineers, availability of parts, traffic conditions and circumstances beyond our reasonable control.
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2. Our Plans
2.1 Bronze Plan
Here is what is included in our Bronze Plan:
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Annual service of your boiler to make sure it's running safely and efficiently. Your annual boiler service will be 12 months apart.
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Emergency response to make your property safe from any leaks of gas and water from your heating system, internal plumbing and internal gas pipework.
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10% discount on all other estimated services (Terms and Conditions apply.
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Up to 2 call outs per year.
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Priority Customer for call outs
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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:
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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.
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Emergency response to make your property safe from any leaks of gas and water from your heating system, internal plumbing and internal gas pipework.
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10% discount on all other estimated services (Terms and Conditions apply).
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Up to 3 call outs per year.
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Repairs to your gas central heating system, including boiler, thermostat and controls. (This plan does not include motorised valves and central heating pumps).
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Repairs to your boiler are covered up to a maximum contribution of £550 inclusive of VAT per claim. This limit includes labour, materials, replacement parts and any associated costs. Where the total cost of repair exceeds £550, the customer will be responsible for paying the balance before works are completed. If the boiler is deemed beyond economical repair (BER), the repair will not be covered under this agreement.
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Priority Customer for call outs.
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Can be upgraded to a Landlord’s Plan to include a Landlord’s Gas Safety Certificate
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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:
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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.
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Emergency response to make your property safe from any leaks of gas and water from your heating system, internal plumbing and internal gas pipework.
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10% discount on all other estimated services (Terms and Conditions apply).
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Up to 4 call outs per year.
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Repairs to your gas central heating system, including boiler, thermostat and controls, motorised valves, central heating pumps, radiators, radiator valves/TRVs.
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Repairs to your boiler are covered up to a maximum contribution of £550 inclusive of VAT per claim. This limit includes labour, materials, replacement parts and any associated costs. Where the total cost of repair exceeds £550, the customer will be responsible for paying the balance before works are completed. If the boiler is deemed beyond economical repair (BER), the repair will not be covered under this agreement.
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Priority Customer for call outs.
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Can be upgraded to a Landlord’s Plan to include a Landlord’s Gas Safety Certificate.
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Repairs to your home's plumbing and heating pipework, including associated isolation valves, stop valves, motorised valves and other heating system components covered under this plan. This does not include sanitaryware, basin and sink waste fittings, pop-up wastes, clicker wastes, bottle traps, toilet flush or fill mechanisms, appliance hoses or other plumbing fixtures and fittings unless specifically stated elsewhere in this plan.
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EXCESS - £60.00 INC VAT (PER CALL OUT)
2.4 Platinum Plan
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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 serv.
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Emergency response to make your property safe from any leaks of gas and water from your heating system, internal plumbing and internal gas pipework.
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10% discount on all other estimated services (Terms and Conditions apply).
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Up to 5 call outs per year.
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Repairs to your gas central heating system, including boiler, thermostat and controls, motorised valves, central heating pumps, radiators, radiator valves/TRVs.
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Repairs to hot water cylinder.
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Repairs to your boiler are covered up to a maximum contribution of £550 inclusive of VAT per claim. This limit includes labour, materials, replacement parts and any associated costs. Where the total cost of repair exceeds £550, the customer will be responsible for paying the balance before works are completed. If the boiler is deemed beyond economical repair (BER), the repair will not be covered under this agreement.
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Priority Customer for call outs.
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Can be upgraded to a Landlord’s Plan to include a Landlord’s Gas Safety Certificate.
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Repairs to your home's plumbing and heating pipework, including associated isolation valves, stop valves, motorised valves and heating system components covered under this plan.
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EXCESS - £60.00 INC VAT (PER CALL OUT)
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2.5 Definition of a Call Out
For the purposes of this agreement, multiple visits relating to the diagnosis, repair, testing or completion of the same fault will be treated as a single call out. Any new or unrelated fault reported separately may be treated as an additional call out.
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Priority status means priority over non-plan customers and does not guarantee attendance within any specific timeframe.
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3. Components of the System
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:
3.1. Silver Plan
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Boiler and all internals
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Thermostat and controls
3.2 Gold Plan
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Boiler and all internals.
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Thermostat and controls.
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Motorised valves and central heating pumps
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Radiators.
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Radiator valves/TRVs.
3.3 Platinum Plan
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Boiler and all internals.
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Thermostat and controls.
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Motorised valves and central heating pumps
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Radiators.
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Radiator valves/TRVs.
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Hot water cylinder.
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Washing machine hoses.
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Toilet flush and fill mechanisms, pop up wastes, clicker waste, waste outlets, bottle traps.
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 manufacturer’s instructions.
4.2. Included in this service/safety check, we will perform the following as a minimum:
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Check emissions using a fully calibrated flue gas analyser.
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Check of the inlet and working gas pressure.
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Clean condensate trap.
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Clean magnetic filter (if fitted).
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Clean inside of boiler case.
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Gas rate if required.
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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 4pm unless otherwise agreed by Surefix Plumbing & Heating Group Limited.
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5. Loyalty Discount on Other Services
We offer other services within Surefix Plumbing & Heating Group Limited that include:
- Radiator Installations
- Underfloor Heating Installations
- Central Heating Upgrades
- Air Conditioning Installations
- 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, toilet and basin) and sealantt.
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 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.
6.24 Supply of curved, vertical designer or non standard radiators.
6.25 Replacement and repair of electrical elements in radiators.
6.26 We will not replace radiators based on visual signs of rust only.
6.27 The maximum amount payable by Surefix Plumbing & Heating Group Limited under this agreement for any single claim or repair event is £550 inclusive of VAT, including labour, materials, replacement parts and associated costs. Any costs above this amount shall be payable by the customer.
6.28 Changing standard valves for thermostatic valves.
6.29 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.
6.30 LPG tanks, regulators, hoses and pipework leading from the cylinders to the boiler and any other LPG components that are not internal to the boiler.
6.31 Damage caused by other tradesmen.
6.32 Showers and their parts, shower pumps, sanitary ware (inc taps and toilet) and sealant.
6.33 Boiling taps.
6.34 Rainwater guttering and downpipes, manholes and their covers, soak-ways, septic tanks, cesspits, drainage pumps, macerators, treatment plants and their outflow pipes.
6.35 Cleaning and descaling your drains.
6.36 Any drains and wastes, except those specifically included under the Platinum Plan.
6.37 Replacement of underground pipework.
6.38 Drainage pumps/pumped systems.
6.39 Damage caused by ground movement or tree roots.
6.40 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.
6.41 Any incidents that require maintenance within the first 30 days of the date the agreement starts.
6.42 Any inadequacy attributing to the original installation or design of the system.
6.43 Any damage due to the failure of your gas, water or electricity supply.
6.44 Any work that may arise due to hard water scale deposits or aggressive water supply including descaling.
6.45 Fan assisted convector heaters or immersion heaters.
6.46 Replacement of bespoke or designer radiators, and their components, other than with standard parts.
6.47 Cooking and heating appliances.
6.48 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.
6.49 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.
6.50 If you have had any asbestos removed, you must provide us with a clean air certificate before we can continue work at your property.
6.51 Consumables (e.g. batteries, filters, fuses, oil nozzles and igniters’).
6.52 Any defect caused through accidental damage.
6.53 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.
6.54 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.
6.55 LPG components, LPG tanks, regulators pipe work and hoses leading from the boiler, that are not internal to the boiler.
6.56 Adjustment of temperature and time controls.
6.57 Bleeding radiators and pressurising sealed systems and relighting pilot lights.
6.58 The fabric of the building and any pipework including flues that are buried in it.
6.59 Any pre-existing faults that were already present at the time of signing up to this care plan.
6.60 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 this agreement. If you are unable to make access we can provide a quote to carry this out for you.
6.61 For plumbing systems, the equivalent of the industry standard, such as radiators, and so on, is substituted for replacement parts.
6.62 For the purposes of this agreement, "plumbing system" means the fixed hot and cold water pipework within the property and associated isolation valves, motorised valves, stop valves and heating system components covered under the selected plan.
6.63 Plumbing fixtures and fittings, including basin and sink waste systems, pop-up wastes, clicker wastes, bottle traps, waste outlets, toilet flush and fill mechanisms, appliance hoses and similar sanitary fittings, are excluded unless specifically included within the customer's selected plan.
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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 hour’s notice to change an appointment date/time otherwise a rebooking fee will be charged.
8. Access & Safety
8.1 We reserve the right to refuse work where we believe there is a risk to health and safety, abuse towards staff, unsafe working conditions, dangerous animals, or illegal activity.
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9. Use of Subcontractors
9.1 This contract is valid for a period of 1 year (12 months) from the date the first direct debit is collected.
10. Period, Renewal and Payment Contract
10.1 This contract is valid for a period of 1 year (12 months) from the date the first direct debit is collected.
10.2 The agreement is a minimum 12-month term. If cancelled before the expiry of the initial term, the remaining balance of the annual contract shall become payable immediately.
10.3 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.
10.4 We reserve the right to cancel the renewal of any contract without giving a reason.
10.5 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.
10.6 The contract is cancelled if the customer misses 3 consecutive payments without
contacting us 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.
10.7 We reserve the right to terminate the agreement where there is a material breach of these terms and conditions.
10.8 We reserve the right to amend these Terms and Conditions from time to time where reasonably necessary for legal, regulatory, operational or commercial reasons. Where material changes are made, we will provide reasonable notice to customers by email, post or other appropriate means. The latest version of these Terms and Conditions will be available on our website and upon request.
11. Certificates
11.1 All certificates will be held electronically by Surefix Plumbing & Heating Group Limited.
11.2 Customers can request copies of any certificate at any time via email without charge.
11.3 Customers can request a hard copy of any certificate subject to a printing and postage
charge of £5.
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12. Cooling Off Period
12.1. 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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13. Limitation of Liability
13.1. Surefix Plumbing & Heating Group Limited shall not be liable for any indirect or consequential loss including but not limited to loss of earnings, accommodation costs, damage to decorations, business interruption, inconvenience, or loss resulting from delays in obtaining parts or carrying out repairs.
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13.2 Nothing in these Terms and Conditions shall limit or exclude liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded by law.
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14. Data Protection and Privacy
14.1. Any personal information provided to Surefix Plumbing & Heating Group Limited will be processed in accordance with applicable UK data protection legislation.
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14.2 Personal information may be used for the administration of your Boiler Care Plan, arranging appointments, maintaining service records, processing payments and communicating with you regarding your agreement
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14.3 Our Privacy Policy, which explains how we collect, use and protect your personal information, is available on our website. A copy can also be provided upon request.
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15. Complaints
15.1. Any complaint relating to this agreement or services provided under it should be made in accordance with Surefix Plumbing & Heating Group Limited's Complaints Procedure, available on our website. We reserve the right to amend our Complaints Procedure from time to time. The latest version will always be available on our website or provided upon request.
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16. Force Majeure
16.1. We shall not be liable for any failure or delay in performing our obligations due to events outside our reasonable control including severe weather, industrial action, pandemics, fuel shortages, supplier shortages, acts of government, war, terrorism or natural disasters.
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