Heat Pump Service and Maintenance Plans - Terms and Conditions

These Terms and Conditions set out the agreement between Warmaway ("we", "us", or "our") and the customer ("you" or "your") in relation to our Heat Pump Service and Maintenance Plans. Please read these Terms and Conditions carefully before enrolling in a maintenance plan.

Scope of Plans

We offer three levels of Heat Pump Service and Maintenance Plans: Bronze, Silver, and Gold. Each plan is designed to meet different service requirements:

1. Bronze Plan: Annual service only.
2. Silver Plan: Annual service and call-outs for repairs.
3. Gold Plan: Annual service, call-outs for repairs, and coverage for parts (subject to exclusions).

Bronze Plan

1. Provides an annual service of your heat pump system.
2. This plan does not cover repairs, call-outs, or parts replacement outside of the annual service.

Silver Plan

1. Provides an annual service of your heat pump system.
2. Includes unlimited call-outs for repair work throughout the year.
3. Call-outs cover labour costs but exclude parts.

Gold Plan

1. Provides an annual service of your heat pump system.
2. Includes unlimited call-outs for repairs throughout the year.
3. Covers the cost of parts required for repair or replacement, with some exclusions (see Exclusions).

Pre-Agreement Inspection

Before enrolling in any of the Heat Pump Service and Maintenance Plans, your system must undergo a pre-agreement inspection. This ensures your system is in good working order before coverage begins.

1. The cost of the pre-agreement inspection is £180, inclusive of VAT.
2. If the system is found to have faults that require repair before a plan can be offered, you will be informed of the necessary repairs and associated costs. The repairs must be completed before the service plan can begin.
3. Pre-agreement inspection fees are non-refundable, even if repairs are required.

Annual Service

The annual service will include:

1. A full inspection of the heat pump system.
2. Cleaning of filters, coils, and other essential components.
3. Checking for system performance and refrigerant levels.
4. Testing of the system’s operational efficiency.
5. A report detailing the condition of your heat pump and any recommendations for improvement.

The date of the annual service will be agreed upon in advance, and you will be reminded when it is due.

Call-Outs (Silver and Gold Plans)

1. If your heat pump system fails to operate correctly, you can request a call-out at no additional cost (within the coverage limits of your plan).
2. Call-outs are available 7 days a week, with response times subject to availability.

Parts Coverage (Gold Plan)

1. The Gold Plan includes the cost of parts required for repairs, provided the parts are necessary to restore normal operation.
2. Exclusions: The Gold Plan does not cover parts or repairs related to cosmetic damage, intentional damage, or negligence. The plan also excludes parts that are considered consumable items such as filters and refrigerants beyond their normal usage levels.

Exclusions

The following items and situations are not covered by any of the plans:

1. Damage caused by third-party contractors or unauthorised repairs.
2. Damage resulting from fire, flood, theft, vandalism, or extreme weather conditions.
3. Upgrades or system modifications.
4. Systems that are not compliant with current safety standards or are beyond economical repair.
5. Any issues relating to undersized ground loops and or bore holes.
6. Removing sludge or scale from the heating system or repairing damage it causes the heat pump and associated equipment.
7. Any costs related to scaffolding or special access equipment.

Payment Terms

1. Payment for the pre-agreement inspection must be made prior to the inspection being carried out.
2. Non-payment of fees will result in the suspension of services until payment is made.
3. We reserve the right to adjust prices annually. Any price changes will be communicated to you in advance.

Cancellation and Termination

1. You may cancel your maintenance plan at any time by providing 30 days’ written notice.
2. We reserve the right to terminate this agreement if you breach these terms and conditions or fail to maintain payment.

Limitation of Liability

We will not be liable for any loss or damage arising from your failure to properly maintain or operate the heat pump system in accordance with the manufacturer’s guidelines. Our liability for any breach of this agreement is limited to the fees paid by you under the plan.

Data Protection

We comply with the applicable data protection legislation and will handle your personal data in accordance with our Privacy Policy.