Boiler Care Plan Terms & Conditions
1. Who we are
The provider is Belper Gas And Heating Limited (“we”, “us”, “our”). The customer is the consumer named in the accepted application (“you”, “your”). The plan applies only to the accepted residential address and equipment recorded by us.
2. Nature of the plan
The plan is intended to be a domestic service and maintenance membership under which you prepay for scheduled maintenance, priority access and the defined engineer time/benefits shown for your chosen plan. It is not marketed as an insurance policy and does not promise to reimburse you for financial loss. Replacement components and major parts are excluded unless the plan schedule expressly states otherwise.
3. Eligibility and activation
- The boiler must be a domestic natural-gas appliance at the registered address and must be operating normally when you apply.
- You must disclose any known fault, warning, recurring reset, leak, unusual noise, intermittent problem or recent diagnosis. Joining because a fault has already arisen is prohibited.
- We may require an initial inspection before activation and may decline, postpone or offer different terms for an unsuitable, obsolete, unsafe, inaccessible or excessively deteriorated system.
- Boilers over 15 years old are subject to individual approval. We may exclude appliances/models where parts are not reasonably obtainable.
- The plan is not available for commercial premises, communal systems, district heating, LPG/oil appliances unless we expressly agree in writing.
4. Initial waiting period
Breakdown/diagnostic visit benefits do not apply during the first 30 days after activation. The annual service may be arranged separately. A fault present, developing or reasonably apparent before or during the waiting period is treated as pre-existing and is not included.
5. Contract term and payment
- The initial contract term is 12 months. The annual price is paid by 12 monthly instalments at the price shown when you joined.
- After the initial term, any renewal and its price will be notified in advance. We will provide a reasonable opportunity to cancel before renewal. Our cancellation process will be no harder than the joining process.
- If a payment fails, we may suspend plan benefits after giving reasonable notice. This does not remove amounts properly due for the fixed initial term.
- We will not impose a price increase during the initial fixed term unless the law requires a tax or statutory charge change that must be passed on.
6. Cooling-off and statutory cancellation
For an online or telephone sale, you normally have a 14-day cancellation period beginning when the contract is made. If you expressly ask us to begin a service during that period and then cancel, we may charge a reasonable proportion for services actually supplied, where the law permits. Nothing in these terms removes your statutory rights.
7. Included benefits
Your exact inclusions are those displayed on the plan schedule and saved with your application when you join. Included diagnostic attendances and labour allowances reset at the start of each new plan year and do not roll over. An “included attendance” means travel to the registered address plus fault-finding/repair labour up to the stated time allowance. Any additional labour must be authorised by you and is chargeable at our then-current rate less any applicable member discount.
8. Parts, materials and consumables
- Replacement parts, printed circuit boards, pumps, fans, gas valves, heat exchangers, expansion vessels, controls, valves, radiators and other components are chargeable unless expressly included in the plan schedule.
- Where a plan includes a small-consumables allowance, it is limited to the monetary cap shown for each included attendance and applies only to low-value items we reasonably classify as consumables.
- We will seek your approval before fitting a chargeable part. If you decline the quotation, the included diagnostic allowance used remains used.
9. General exclusions
The following are not included unless we expressly agree otherwise in writing: pre-existing faults; sludge, magnetite, scale or contaminated system water; powerflushing/chemical cleaning; corrosion; frozen pipes; structural defects; design/installation defects; inadequately sized pipework; inaccessible or concealed pipework; damage caused by third parties; accidental or malicious damage; pest damage; flood, fire or storm damage; asbestos; decorative making-good; scaffolding/special access equipment; electrical supply faults outside appliance controls; mains water supply issues; drains/sewers; external/underground services; showers, sanitaryware and appliances not identified as included; manufacturer recalls; upgrades required solely to meet a customer preference; and work made necessary by failure to follow our safety/advice instructions.
10. Safety and beyond-economic-repair situations
Gas safety comes first. We may isolate or classify unsafe equipment in accordance with current Gas Safe procedures. Membership does not oblige us to keep repairing an appliance that is unsafe, obsolete, has unavailable parts or is not reasonably repairable. We may provide a separate quotation for replacement. Any unused membership benefits do not create a cash entitlement.
11. Appointments and response times
Priority or same/next-working-day wording is a service target, not a guaranteed attendance deadline. Attendance is subject to engineer capacity, weather, access, parts availability, safety and events beyond reasonable control. Emergencies involving suspected gas escape must be reported to the National Gas Emergency Service on 0800 111 999.
12. Customer responsibilities
- Provide safe, reasonable access to the appliance and relevant controls/pipework.
- Keep electricity, gas and water supplies available where safe.
- Use the system normally and follow manufacturer and engineer instructions.
- Tell us promptly about any fault and do not allow unauthorised alteration that could worsen it.
- Keep contact and payment details current.
13. Moving home
The plan is attached to the accepted property/equipment. Tell us before moving. We may agree to transfer the remaining term after checking the new property or end the plan on fair terms reflecting services already provided and costs reasonably avoided.
14. Ending the plan for misuse or non-disclosure
We may suspend or terminate the plan on reasonable notice for deliberate or material non-disclosure, fraudulent use, threats/abuse towards staff, unsafe working conditions, repeated refusal to permit necessary safety work, or persistent non-payment. Any charge following termination will be limited to sums lawfully due and will not be used as a penalty.
15. Our responsibility
We will provide services with reasonable care and skill. Nothing in these terms excludes or restricts liability where the law does not allow us to do so, including liability for death or personal injury caused by negligence, fraud, or your statutory consumer rights. We are not responsible for loss that was not reasonably foreseeable or for avoidable loss caused by your failure to act on clear advice, to the extent the law permits.
16. Complaints
Contact us first at contact@belpergasandheating.co.uk or 07415 242 990. We will investigate and provide a written response. We will tell you about any applicable alternative dispute-resolution route that we participate in or are required to use.
17. Changes
We will not materially reduce your purchased benefits during the initial fixed term without your agreement unless a change is required by law or safety requirements. Renewal changes will be explained before renewal.
18. Governing law
These terms are governed by the law applicable to your part of the United Kingdom. Nothing in this clause removes any right you have to bring proceedings in a court available to you under mandatory consumer law.