Welcome to Heat Guard Assurance

Heat Guard Assurance is a trading name of Heat Guard 247 Limited, registered in England & Wales.
Company No: 16034174 | VAT Number: 484218478

By using our website and services, you agree to the following terms and conditions. Please read them carefully.

1. Introduction

1.1. Heat Guard Assurance believes your home should be your place to relax and unwind. We focus on developing products and services to help protect your home from heat-related risks, ensuring it remains a safe and comfortable sanctuary. Our services aim to provide peace of mind by addressing heat-related maintenance and emergencies.

1.2. These terms and conditions relate to our Service Agreements, which are designed to provide you with on-demand access to planned and reactive home maintenance support throughout your subscription term. Please read them carefully before subscribing, as we explain the different scenarios that we are able and unable to assist you with. We have done our best to remove any complicated jargon and make them as easy to read as possible.

1.3. These terms and conditions have been designed to cover both our Maintenance and Emergency plan ranges.

1.4. This Service Agreement is not an insurance policy and therefore is not regulated by the Financial Conduct Authority (FCA). It is a Service Agreement to provide ongoing routine servicing, repairs, and assistance at your property, at our sole discretion, whether or not any heat-related issues occur.

1.5. This Agreement is a contract between You and Heat Guard Assurance.

2. Definitions

2.1. Accidental Damage
Any Breakdown or Emergency that occurs as a direct result of someone’s actions, whether intentional or not, including (but not limited to) Misuse. Examples include inappropriate use, a System not being used in accordance with manufacturer instructions, and third-party interference with a System (e.g., DIY or building works).

2.2. Ad-hoc Repair
If a Maintenance Request falls outside the remit of Your Plan, you may be offered an Ad-Hoc Repair at a price confirmed at the time of offering, using our nationwide network of approved contractors.

2.3. Annual Boiler Service
A routine inspection checking the boiler’s safe operation and efficiency, including a visual check, flue gas analysis, pressure adjustments, and safety compliance per Gas Safety Regulations.

2.4. Breakdown
A sudden and unexpected event where an Item(s) included in your agreement is no longer able to fulfil its primary intended function.

2.5. Emergency
An unexpected event that, if not dealt with quickly, could render the property unsafe, cause damage, pose personal risk, or create a health and safety risk.

2.6. Gaining Access
Parts/labour required to create adequate access for a repair (e.g., scaffolding, cutting into walls), excluding the repair itself. Any necessary work to gain access will be billed to You.

2.7. Intermittent Fault
Issues that occur sporadically (e.g., recurring boiler pressure loss). Subsequent reports of the same issue will not be covered unless addressed via out-of-plan charges.

2.8. Issue Category
The way we define different sub-sets of home maintenance issues included in your plan, detailed in section 4.

2.9. Item(s)
The specific parts, systems, or issues included within an Issue Category.

2.10. Maintenance Request(s)
A request for maintenance works raised through our portal, phone, online, or mobile app.

2.11. Making Good
Parts/labour required to restore areas affected by gaining access or by the issue itself (e.g., plastering, reassembling cupboards).

2.12. Misuse
Using a system against manufacturer recommendations or in ways that increase the likelihood of Breakdown (e.g., over-pressurising a boiler, improper use of heating systems).

2.13. Pre-existing Faults
Any Breakdown/Emergency occurring within 14 days of plan activation, home move date, or plan amendment for additional Items.

2.14. Reoccurring Issues
A Breakdown/Emergency that occurs 3 or more times within a 12-month contract period.

2.15. Repair(s)
Restoring a facility to its correct function using standard and genuine (not necessarily like-for-like) parts.

2.16. Service Agreement
The contract for the periodic maintenance of covered facilities at our discretion.

2.17. Strip Down Service
A full dismantling, deep cleaning, and rebuilding of a boiler, not typically necessary annually unless an issue is found.

2.18. System
The components making up your property’s Systems (e.g., Heating, Plumbing, Electric, Drainage).

2.19. System Design Faults
Breakdowns due to improper installation or design (e.g., pipework prone to blockage, incorrect appliance installation).

2.20. Upgrades
Changes or improvements beyond the System’s original state or to meet current standards.

2.21. Your Plan
Your agreement with Heat Guard Assurance to complete service and maintenance repairs per these terms.

2.22. Your Property
Internal areas of your main dwelling (excluding shared facilities, outdoor areas, garages, or outbuildings).

3. Subscription Benefits

3.1. Boiler Servicing

  • If your annual subscription includes an Annual Boiler Service, this will be conducted between the months of April and September, due to our engineer network being dedicated to emergency Breakdowns and repairs during the colder half of the year.
  • It is your responsibility to contact us during the eligible period to request your service. If you do not request your boiler service, we will assume you do not wish it to be completed during that period of the contract.
  • If you would like your boiler serviced outside of these months, this can be arranged for a one-off fee of £79.
  • If you would like to upgrade your Annual Boiler Service to a Strip Down Service or simply require a strip-down service, please contact us, and we will provide you with a quote.
  • Please note: If your boiler has not undergone annual servicing, we may be unable to perform repairs or offer assistance.
  • Please retain documentation of your yearly boiler services to ensure it is readily available in the event that this is required.

3.2. Landlord Gas Safety Inspection

  • If your annual subscription includes an Annual Boiler Service, this will be conducted between the months of April and September, due to our engineer network being dedicated to emergency Breakdowns and repairs during the colder half of the year.
  • It is your responsibility to contact us during the eligible period to request your service. If you do not request your boiler service, we will assume you do not wish it to be completed during that period of the contract.
  • If you would like your boiler serviced outside of these months, this can be arranged for a one-off fee of £79.

3.3. 24/7 Assistance

  • As part of your subscription, you will receive 24/7 Assistance.
  • This means you will be able to raise new Maintenance Requests and receive the help and advice you need around the clock.

4. Issue Categories

This section goes over specifically what Item(s) are included under each Issue Category, and the scenarios under which we can help. You should check your Plan and Welcome Email to determine which Issue Categories are included in your agreement. We have also listed any specific issues or scenarios which are not included under this agreement. Where a Maintenance Request falls outside the remit of your plan, we may still be able to assist you with an Ad-hoc Repair.

4.1. Boiler & Controls

Boiler & Controls refers to parts on or inside the casing of your mains gas boiler, including any integral controls. The Item(s) referred to under Boiler & Controls include the Printed Circuit Board (PCB), the Fan, the internal Expansion Vessel, the Pressure Relief Valve, the Pump, the Gas Valve, the Gas Ignition Electrodes, the Diverter Valve, the Pressure Gauge, and any Frost Stats, Clocks, or Timers.

4.1.1. Emergency Repairs

  • Example 1: A total loss of Heating and/or Hot Water.
  • Example 2: An uncontainable leak coming from the boiler.

4.1.2. Maintenance Repairs

  • Example 1: The hot water is lukewarm but not cold.
  • Example 2: A noisy boiler.

4.1.3. Boiler & Controls Exclusions

  • Routine pressure top-ups. If our engineer attends and the issue is identified as low pressure, with a routine top-up as the resolution, a £79 call-out fee will apply.
  • Vented Hot Water Cylinders (as these are included under Central Heating).
  • Boilers which are not powered by mains natural gas, including those powered by LPG and Oil.
  • Back boilers.
  • Boilers with an output above 40kw.
  • Commercial boilers and parts we deem to have been designed for commercial use.
  • Systems comprising two boilers or more.
  • Systems comprising 15 radiators or more.
  • Unvented Hot Water Cylinders.
  • External Expansion Vessels.
  • Repairs that require the boiler to be removed from the wall.
  • Breakdowns caused by blockages, namely sludge, dirt, or debris.
  • The flue and/or flue terminal.
  • Condensate pipes, pumps, and traps.
  • Repairing or replacing heat exchangers.
  • System Drain Downs – if there are no isolation valves present and your system needs to be drained, a rate of £159 including VAT will apply for up to 2 hours of additional labour.
  • Any repairs to or replacement of a boiler that has been deemed Beyond Economic Repair (BER).
  • Resetting/reprogramming your controls or replacing batteries.
  • Any recommended repairs or Upgrades advised in a Landlord Gas Safety Inspection or Boiler Service.
  • Any issues identified by our engineer during your Annual Boiler Service.

4.1.4. Beyond Economic Repair

  • We may deem your boiler Beyond Economic Repair (BER). This may occur when the cost of the repair, including all parts, labour, and VAT, outweighs the current market value of your boiler. The market value is based on an annual depreciation of 10% per annum (market standard).
  • Under no circumstance will contributions be made toward the repair costs of a boiler that has been deemed BER under your service agreement.

4.1.5. Repairing the Boiler Despite a BER Diagnosis

  • Please note that any further investment into repairs on your boiler, whether through Heat Guard Assurance or another service provider, should be made with caution and at your own risk. Heat Guard Assurance cannot take responsibility for any additional expenses incurred on repairs beyond this point.

4.2. Central Heating

Central Heating refers to your Thermostat, Hot Water Cylinder (provided this is your primary source of hot water), Motorised Zone Valves, Radiator Valves, Central Heating Pumps, and their interconnecting Pipes and Fittings located inside the property for systems with up to 14 radiators.

4.2.1. Emergency Repairs

  • Example 1: A central heating pump failure, causing a total loss of heating throughout the property.
  • Example 2: An uncontainable leak from a radiator valve.

4.2.2. Maintenance Repairs

  • Example 1: A partial loss of heating.
  • Example 2: A noisy central heating pump.

4.2.3. Central Heating Exclusions

  • External Expansion Vessels.
  • Replacement of radiators.
  • Any commercial parts & components, including those we deem to have been designed for commercial use.
  • Systems comprising two boilers or more.
  • Systems comprising 15 radiators or more.
  • Replacement of Hot Water Cylinders (Vented or Unvented).
  • Routine bleeding of air from the radiators. If our engineer attends and the issue is identified as air in the radiators, with a routine radiator bleed as the resolution, a £79 call-out fee will apply.
  • Airlocks or the balancing and venting of radiators.
  • Smart Heating Controls.
  • System Drain Downs – if there are no isolation valves present and your system needs to be drained, a fee of £159 will apply for up to 2 hours of additional labour.
  • Breakdowns caused by blockages, namely sludge, dirt, or debris.
  • Underfloor heating systems and their related components.

4.3. Plumbing

Plumbing refers to Hot & Cold-Water Pipes (up to, but not including the tap), Cold Water Feed & Expansion Tank, and the Toilet Cistern & Flush Mechanism (including ballcocks, syphons, and valves). If you have more than 2 toilets at your property, you must purchase an additional toilet add-on for each additional toilet.

4.3.1. Emergency Repairs

  • Covers you for all parts and labour involved in repairing or rectifying the Breakdown of your Plumbing system in an Emergency.
  • Example 1: A toilet that isn’t flushing, where it is the only toilet at the property.
  • Example 2: An uncontainable leak coming from the expansion tank.

4.3.2. Maintenance Repairs

  • Example 1: A dripping tap.
  • Example 2: A slow-draining sink.

4.3.3. Plumbing Exclusions

  • Taps (including stopcocks).
  • Showers.
  • Repairing or replacing sanitary ware.
  • Sealant and grouting.
  • Water softeners and water filters.
  • Water pumps and pressure-increasing components.
  • Swimming pools and spa baths.
  • Macerators (including Saniflo systems).
  • Food waste disposal units.
  • Washing machine and dishwasher flexible pipes.
  • Septic tanks.

4.4. Electrics

Electrics includes Fuse Boards, Circuit Breakers, Plug Sockets, and Light Switches.

4.4.1. Emergency Repairs

  • Example 1: A faulty circuit breaker causing a full circuit outage.
  • Example 2: A blown fuse causing a power outage on an entire floor.

4.4.2. Maintenance Repairs

  • Example 1: A faulty light switch that works intermittently.
  • Example 2: A loose socket that still provides power but needs securing.

4.4.3. Electrics Exclusions

  • External electrics (e.g., outdoor lighting or sockets).
  • Light fittings (including spotlights).
  • Fuse box replacements.
  • Full or partial rewiring.
  • Solar panels and electric vehicle chargers.
  • Electrical appliances (e.g., ovens, extractor fans, showers, alarms).
  • Electrical Installation Condition Reports (EICR).
  • Repairs or upgrades advised on an EICR.
  • Transformers.

4.5. Drainage

Drainage refers to both Internal Drains (namely, waste pipes from baths, sinks, and toilets) and External Drains (namely, the main stack and connecting pipework on the outside wall and under the ground within the boundary of the property).

4.5.1. Emergency Repairs

  • Covers all parts and labour involved in repairing or rectifying the Breakdown of your Internal Drainage system, and up to 1 hour of rodding and/or jetting to unblock your Internal and External Drainage system in an Emergency.
  • Example 1: A shower waste pipe leaking in the only washing facility at the property.
  • Example 2: A blocked External Drain, causing waste pipes to back up inside the property.

4.5.2. Maintenance Repairs

  • Covers all parts and labour involved in repairing or rectifying the Breakdown of your Internal Drainage system, and up to 1 hour of rodding and/or jetting to unblock Internal and External Drainage system where the circumstances do not meet the criteria for an Emergency.
  • Example 1: A blocked toilet, where there is access to another working toilet at the property.
  • Example 2: A shower waste pipe that only leaks when in use, where there is access to another washing facility at the property.

4.5.3. Drainage Exclusions

  • The following work/items listed below are not covered under this issue category:
    • Repairs to the External Drainage system (including but not limited to, leaks, collapsed drains, or damage caused by tree roots).
    • Shared drains, as this will be the responsibility of your local water supplier. Check https://www.water.org.uk/advice-for-customers/find-your-supplier/ to find your local water supplier and their contact details.
    • Pitched fibre drains.
    • Drain Covers.
    • Guttering and rainwater downpipes.
    • Cesspits.
    • Drainage pumps.
    • CCTV inspection of your Drainage System.
    • Shower drains which are blocked or draining slowly, where this is the only affected drain.
    • Blockages caused by inappropriate use of the drainage system to dispose of unsuitable items.
    • Cleaning and descaling your drains.

4.6. Home Security

Home Security refers to External Windows and Doors at ground level and their associated locks and keys, up to a limit of £300 per individual claim including parts, labour, and VAT.

4.6.1. Emergency Repairs

  • Covers you for all parts and labour involved in securing and/or boarding up broken or damaged Windows or Doors in an Emergency.
    • Example 1: A broken ground floor window at the front of the property, which can be accessed from the street.
    • Example 2: A key that has snapped inside the lock, preventing the front door from being locked.

4.6.2. Home Security Exclusions

  • Windows and/or doors which are not external to the property, or where there is another window or door preventing access to the property (such as a porch).
  • Broken windows and/or doors that are not accessible at ground level.
  • Replacement or repair of electronic units powering garage doors, internal locks, window locks, doors, glass, external garages, or outbuildings.
  • Doors subject to swelling.
  • Fencing, gates, or doors that do not provide direct access inside the Property, for example, which provide access to the garden only.

4.7. Pest Control

Pest Control refers to the infestation of Mice & Rats and Wasp & Hornet Nests inside the Property.

4.7.1. Emergency Repairs

  • Covers you for all materials and labour required to exterminate Pests from the property.
    • Example 1: A visible rat infestation inside the Property.
    • Example 2: A visible wasp nest inside the Property.

4.7.2. Pest Control Exclusions

  • Infestations in the garden or external to the Property.
  • Any other pest/animal control issues.
  • Any requests where the pest infestation is not visible.
  • Proofing and making good; we will endeavour to supply you with a list of recommendations, but it is your responsibility to complete them as this is not covered under your plan. Failure to do so will invalidate this part of your cover moving forward.
  • Repeat requests for service where we have already attended and provided you with recommendations and/or guidance to prevent the problem recurring, which you have failed to comply with.
  • Bees’ nests – Bees are not seen as pests and therefore cannot be treated in the same way as hornets or wasps. If you have a swarm of bees in the structure of your property, you should contact the British Beekeepers Association for guidance: bbka.org.uk.

4.8. Handyman Service Add-On

Handyman refers to any single task that can be completed by a handyman within 1 hour.

4.8.1. Maintenance Repairs

  • Covers you for up to 1 hour of labour involved in completing 1 handyman job where the circumstances do not meet the criteria for an Emergency.
    • Example 1: Assembling flat-packed furniture, where the furniture and instructions are provided.
    • Example 2: Putting up shelves, where the shelf is provided.

4.8.2. Handyman Add-On Exclusions

  • Plastering.
  • Decorating.
  • Larger works which will take longer than 1 hour. In this scenario, we will endeavour to provide a fixed price quotation for such works.
  • More than 1 handyman job, even if the two jobs will take less than an hour to complete. They will be classed as 2 separate jobs, and separate call-out fees will apply for each.

5. Managing Your Heat Guard Assurance Plan

5.1. Raising a Maintenance Request

  • You must file your Maintenance Request with us within 24 hours of the event.
  • You can raise a Maintenance Request by:
    • Phoning our 24/7 Emergency Helpline on [Insert Phone Number] (in office hours 8am to 6pm) or [Insert Phone Number] (for our out-of-hours emergency helpline).

5.2. Recalls & Revisits

  • All of our repairs come with a 30-day guarantee, starting on and including the date of our engineers’ last visit to complete the repair.
  • In the event of the issue recurring within this specified period, we will arrange for the same engineer to revisit and determine if the problem is linked to the previous fault or if it constitutes a distinct and separate issue.
  • Issues that recur that are reported to us more than 30 days after our engineers’ visit, or that are deemed to be new or separate issues, will be treated as a new job, and any relevant call-out fees will apply.

5.3. All Other Loss or Damage
5.3.1. We will not be liable for any cost or expense (unless caused by Our negligence) caused by necessary access and/or associated with reinstating the fabric of the home and costs associated with remedial work, such as but not limited to redecoration or restoration of any fixtures or fittings needing to be removed or replaced during the carrying out of any Work.

5.3.2. Unless damage is caused by Our negligence, we will not be liable or responsible for any loss or damage to Your Home as a result of Your boiler, central heating, or plumbing system breaking or failing. This includes, for example, cleaning and/or repairs required for any damage to fixtures or furniture caused by a water leak.

5.3.3. Where damage has been caused by the negligence of Our subcontractor and you would like to make a claim for damages, we will supply you with their public liability insurance details.

5.4. Your Subscription Term

  • Your subscription term is for 12 months (1 year), applicable to both monthly and annual paid plans, and begins on the Subscription Activation Date outlined in your Welcome Email. It continues until it is terminated in accordance with this agreement.

5.5. Renewals

  • We will notify you by email 28 days before the anniversary of your plan of your renewal date and any changes that may apply to the renewal of your cover, including the price.
  • You will have 28 days before your renewal date to notify us if you do not wish to renew with us; otherwise, your plan will automatically renew for another 12-month period.

5.6. Cancellation Policy
5.6.1. If you cancel within 14 days

  • You may cancel your Service Agreement within the first 14 days of subscribing to Heat Guard Assurance or within 14 days of your renewal date, without penalty, provided you have not raised any Maintenance Requests or annual boiler service/gas safety certificate for that subscription term.

5.6.2. If you cancel after 14 days

  • If you wish to cancel your Service Agreement outside 14 days of first subscribing to Heat Guard Assurance, or outside 14 days of your renewal date, you must pay a cancellation fee equal to the remainder of the subscription term to close the account.

5.6.3. Cancelling your Direct Debit does not cancel your agreement with Heat Guard Assurance.

5.6.4. Our Cancellation Rights

  • We may choose to cancel your Service Agreement if:
    • You give us false information.
    • You miss a payment.
    • We are no longer able to provide services in your area.
    • At our discretion.
    • If we are required to cancel by applicable law or regulation.
  • In these circumstances, you will not be entitled to any refund.

5.7. Complaints

While we always strive to provide the absolute best service, we understand that there will be occasions when we fall short of your expectations.

  • To raise a complaint, please email us at [email protected].
  • We will acknowledge your complaint within 24 business hours and aim to respond within 30 business days, although we will work to reply much sooner. If we are unable to adhere to these time frames for whatever reason, we will let you know.

Please note: This is a Service Agreement and not an insurance policy, and any benefit you receive under this agreement will be at our absolute sole discretion. For the avoidance of doubt, this means that this service contract falls outside the remit of the FCA (Financial Conduct Authority).

5.8. Moving Home

If you are moving home, please notify us once you have your move-in date, and we will be able to transfer your subscription to your new property.

  • All we require is your new address, make, model, and age of the boiler at your new property.
  • Please note that there will be an exclusion period that will apply for the first 14 days after transferring your plan, before a claim can be made.
  • If you do not require cover in your new home and wish to cancel, termination fees will apply.

5.9. Amending Items on Your Plan

We understand that your requirements may change. If you wish to amend the items listed on your plan during the length of your subscription term (either by adding or removing specific items on the plan or switching over to an entirely new plan), the following will apply:

5.9.1. Adding Cover (Adding Items/Upgrading Plans)

  • Should you switch to a different plan during the length of your contract (for example, switching from a Standard Plan to a Premium Plan), a 14-day exclusion period will apply for any new components that have been added to the plan that were not already on the plan.
  • The 14-day exclusion period will start from when the change comes into effect. We therefore recommend that any changes are made with immediate effect so that the exclusion period starts as soon as possible to avoid chargeable repairs should a breakdown occur during the exclusion period.

5.9.2. Removing Cover (Removal of Items/Downgrading Plans)

  • Removing components from a plan or downgrading plans that have not been claimed on can only be done once you have been a customer for 6 months (reflected by 6 months of paid invoices).
  • Should you decide to remove a component of cover from your plan during the term of your contract and you have already made a claim on that component (raised an issue that has been attended to), we will not be able to remove the component until your plan is up for renewal.

5.10. Accessing Your Property

  • If our engineer is unable to access your property at the agreed appointment time, and/or there is not an adult over the age of 18 present, or the engineer is unable to park their vehicle nearby, a wasted call-out fee of £79 inc VAT will apply.
  • You are required to provide reasonable access to allow for appropriate work to be conducted, including following any advice from the engineer and/or customer helpline regarding furniture removal if necessary.

5.11. Mitigating Damage

  • If an emergency or breakdown occurs, it is essential to respond appropriately to minimize any additional damage, such as containing a leak or shutting off the water supply at its source.
  • Please note that we cannot accept responsibility for damage caused if you fail to reasonably limit further damage.

5.12. Rescheduling Appointments

5.12.1. If We Need to Delay, Reschedule, or Cancel an Appointment

  • We understand the inconvenience of rescheduled appointments and endeavour to keep to our agreed time slot.
  • Unfortunately, the nature of our business means that occasionally appointments will need to be rescheduled at short notice for valid reasons when unforeseen circumstances arise.
    • It is important you are aware of this when scheduling your appointment, as we cannot accept liability for any loss caused as a result of a delayed, cancelled, or rearranged appointment.
    • However, should this happen, we will do our best to contact you to let you know your appointment has been cancelled and rescheduled as soon as possible.

5.12.2. If You Need to Reschedule Your Appointment

  • If you need to reschedule an engineer visit, you should provide at least 24 hours’ notice by calling us on [Insert Phone Number] or emailing us at [email protected].

5.13. Exclusion Period

  • To ensure our prices remain competitive and to limit our exposure to Maintenance Requests being raised for Pre-existing Faults, all our subscription plans include an initial 14-day exclusion period for new Maintenance Requests.
  • This means your cover doesn’t begin until the 15th day of your subscription, with the 1st day being your Subscription Activation Date.
  • Any issues that arise prior to you taking out the plan, or during your exclusion period, will be deemed as pre-existing and will not be covered.

5.14. Guarantees

  • All works are guaranteed for 30 days. If an issue you have previously had repaired reoccurs within this time and you have paid a call-out fee, you will not be charged again, provided the issue is the same.

5.15. Governing Law

  • The Service Agreements we offer are governed by the law of England and Wales.

5.16. Ad-Hoc Repair Service

  • Should you raise an issue that is not covered under your plan, look no further—we will still strive to assist you via our Ad-Hoc Repair Service, providing we have the capacity within our network.
  • We provide excellent rates per hour. Our technical team will be able to advise you of the rate(s) per hour, depending on the Issue Category of the issue raised.
  • We have a strong network of engineers, so you can benefit from a 30-day repair guarantee and have peace of mind that any work completed will be of high quality.

6. Payments

Depending on the plan you have opted for, there may be up to 2 payment types associated with your subscription:

6.1. Subscription Fee

  • Your subscription fee is the annual amount payable to subscribe to our service, as detailed on your Welcome Email, and can be paid either Monthly or Annually, depending on the plan you have opted for.
  • Your first payment date will fall on your plan activation date and will continue on the same date each month/year.
  • Payments made by Direct Debit will take 3-5 working days to show on your account.

6.2. Call-out Fee

  • If you have opted for a plan with a call-out fee, this is the amount that will be payable before we can attend for each Maintenance Request raised against your account.
  • The call-out fee covers the engineer’s call-out and initial visit, assessment of the issue, and parts & labour to complete the repair (in accordance with these terms & conditions) and is non-refundable.
  • A call-out fee may also apply in retrospect if the issue we are called out to is not as described or is mentioned in these T&Cs as something that will incur an additional charge, such as topping up boiler pressure. In these circumstances, a bill will be raised and become due immediately upon receipt.

6.3. Failed Payments

  • Failure to make any payments due on your account will result in the following:
    • Automated emails requesting you to contact us to bring your account up to date.
    • Phone calls from our in-house collections team to find out why a payment hasn’t been made.
  • Should no progress be made, your details will be passed on to an external credit control agency to collect any outstanding monies on our behalf.
  • In this circumstance, your contract will be cancelled, and the full remaining balance on your agreement will become payable immediately, including interest accruing daily at 8% above the base rate set by the Bank of England.

6.4. Refunds

  • If we agree to refund you any money you have paid, please allow up to 14 working days for your refund to be processed.

7. General Exclusions

Please be aware that this Service Agreement does not include the following:

7.1. Trace & Access

  • Any issues that arise where the source of the issue or affected area is not easily or visibly accessible. We recommend contacting your house and buildings insurance, who may locate the source and provide adequate access for the issue to be resolved within your insurance policy (this is known as Trace & Access).
  • You may contact us once the affected area has been exposed, and we will attend to resolve the issue, in accordance with these terms and conditions.

7.2. Creating Access

  • If you do not have Trace & Access cover through your home insurer or would rather not claim through them, we may be able to create access on your behalf for a fee of £79 including VAT for the first hour and £79 including VAT each hour thereafter as necessary.

7.3. Risks Covered by Insurance

  • Any risks normally insured under household, buildings, or other insurance, including the repairing of faults, damage, and/or replacement of Appliances and Systems caused by:
    • Freezing weather conditions.
    • Subsidence.
    • Structural repairs.
    • Escape of water.
    • Accident, fire, lightning, explosion, flood, or storm.
  • You should check your household or building insurance to ensure you have enough cover for these risks.

7.4. Gradual Deterioration & Wear and Tear

  • Issues arising from gradual deterioration and/or wear and tear.

7.5. Frozen Pipes

  • Any issues related to frozen pipes.

7.6. Manufacturer’s Warranty or Guarantee

  • Any issues otherwise covered by a manufacturer’s warranty or guarantee.
  • In these circumstances, we are able to manage the claim with the manufacturer on your behalf but will not be able to interfere with the repair until the manufacturer has attended and advised that the issue has been resolved or that the issue is no longer within the remit of their responsibility.

7.7. Overlapping Coverage

  • Any benefits of this Service Agreement that are also covered under another Service Agreement or Insurance Policy.
  • When completing repairs at your property, our engineer might identify recommended maintenance works (such as a power flush or system upgrade) to prevent future issues from arising.
  • In this scenario, we will aim to provide you with a quotation for said works, but it is your responsibility to have them completed (either by ourselves or a third party) to validate your cover moving forward.

7.9. Repair Limits

  • Individual repairs are limited to £300 in the first 3 months of your contract.

7.10. Sealant, Seals, and Grouting

  • Sealant, seals, and grouting, which generally fill gaps between tiles and sanitary ware.

7.11. Misuse

  • Any issues caused by misuse.

7.12. Unavailable Parts

  • Genuine parts that are not readily available in mainstream, mainland UK suppliers.

7.13. System Upgrades

  • Works required to upgrade your system to meet current industry standards.

7.14. Gaining Access & Making Good

  • Gaining Access and Making Good (as defined in Section 2).

7.15. Scale, Sludge, or Corrosion

  • Issues caused by scale, sludge, or corrosion. This is because sludge, scale, and corrosion build-up happens over a long period of time, longer than the duration of one of our 12-month agreements, and can be prevented with the correct water treatment and devices to reduce the rate and impact of this build-up.

7.16. Obsolete Parts

  • Repairs where parts are no longer available or obsolete. This is because genuine manufacturer-approved parts are not physically available.

7.17. Utility Service Issues

  • Damage or breakdowns caused by changes to or problems with the gas, electricity, or water services.

7.18. Health and Safety Risks

  • Beginning or continuing services where there is a health and safety risk, including the presence of dangerous materials, infestations, or harassment of our staff (including verbal or physical abuse).
  • We will not start work again until there is no longer a risk to health and safety.

7.19. Accidental Damage, Pre-existing Faults, and System Design Faults

  • Accidental Damage, Pre-existing Faults, and System Design Faults (as defined in Section 2).

7.20. Intermittent Faults

  • Intermittent Faults – The reason we do not cover intermittent faults within our agreements is that, by definition, they cannot be replicated when our engineer is on-site, and therefore no conclusive diagnosis can be made.

7.21. Reoccurring Issues

  • Reoccurring Issues – This would indicate that there is an underlying issue that would need to be dealt with before our cover can continue.

7.22. Late Reporting

  • Issues not reported within 24 hours of them being noticed. This is to ensure we can address the issue as soon as possible before they escalate or cause further damage.

7.23. Failure to Follow Recommendations

  • Repeat requests where you have failed to follow our engineer’s recommendations or guidance.

7.24. Non-Functional Issues

  • Issues that do not relate to the normal functioning of the System, for example, bad smells or noises.

7.25. Unauthorized Repairs

  • Reimbursement for any repairs paid for privately, without prior confirmation from Heat Guard Assurance that we authorize this. If we agree to this, our liability will be limited to £50 per hour for labour.

7.26. Cash Alternatives

  • Cash alternatives instead of a repair.

7.27. Pests, Animals, or Foreign Objects

  • Issues caused by pests, animals, or foreign objects.

7.28. Parking Costs

  • The cost of parking, if appropriate free parking is not provided.

7.29. Water Damage

  • Issues caused by water damage, including rain and flooding.

7.30. Third-Party Repairs

  • Damage or issues that may arise to your boiler, appliance, or system following works carried out by anyone else but Heat Guard Assurance.

7.31. Unoccupied Property

  • We are unable to provide cover if your home has been unoccupied for more than 30 consecutive days.

8. Additional Terms

8.1. Data Protection
  • We collect and process your personal data in accordance with GDPR and our Privacy Policy.
  • Your data will be used to manage your subscription, process payments, and provide services.
8.2. Force Majeure
  • We are not liable for delays or failures caused by events beyond our control (e.g., natural disasters, pandemics, or strikes).
8.3. Third-Party Services
  • If we engage third-party contractors, we will ensure they meet our standards. However, we are not liable for their actions.
8.4. Intellectual Property
  • All content, trademarks, and materials on our website and communications are owned by Heat Guard Assurance and may not be used without permission.
8.5. Amendments to Terms
  • We reserve the right to update these terms at any time. Continued use of our services constitutes acceptance of the revised terms.
8.6. Limitation of Liability
  • Our liability is limited to the amount paid by you for the specific service in question. We are not liable for indirect, incidental, or consequential damages.
8.7. Governing Law
  • These terms are governed by the laws of England and Wales. Any disputes will be resolved exclusively in the courts of England and Wales.

9. Key Policies (Typically Included but Not Explicitly Mentioned)

9.1. Privacy Policy
  • We collect personal data (e.g., name, address, payment details) to provide services.
  • Your data will not be shared with third parties without your consent, except as required by law.
9.2. Accessibility
  • We strive to make our services accessible to all customers. If you require special accommodations, please contact us.
9.3. Fair Usage
  • We reserve the right to limit or terminate services if we suspect misuse or abuse of our plans.
9.4. Dispute Resolution
  • If you are dissatisfied with our services, we encourage you to contact us first. If unresolved, disputes may be escalated to an independent mediator.

Conclusion

By subscribing to Heat Guard Assurance, you agree to these terms and conditions. We aim to provide reliable and efficient home maintenance services while ensuring transparency and fairness in our policies. If you have any questions or concerns, please contact us at [email protected].