Terms and conditions
Plumbing & Heating Monthly Plan Agreement
(This is a service agreement. It is not an insurance policy.)
1. Overview
This agreement provides routine maintenance and support services for domestic plumbing and heating systems. It is a service agreement only, not an insurance policy. It includes regular servicing, priority booking, and labour allowances as described in your selected plan. It does not include the cost of parts or materials, and does not indemnify the Customer against breakdowns or losses.
2. Pre-Agreement Boiler Service
The care plan includes your annual boiler service and ongoing maintenance. This is only valid where a boiler service has been carried out by Upsher Heating & Cooling within the last 12 months, prior to starting the plan. This allows us to confirm that the boiler is in good working condition before the cover begins. If a recent service hasn’t been completed, we would simply need to carry one out before activating the plan at the standard cost. The care plan will start from the date you signed up, not from the date the boiler was last serviced.
2a. System Eligibility Requirement
This agreement is valid only if the boiler and heating system are in full working order at the time of signing. If existing faults, safety issues, or poor conditions are found that pre-date the agreement, the plan may be cancelled and inspection charges applied.
3. Plan Options
Bronze Plan - Annual Service & Limited Call-Outs
Annual boiler service.
Safety check.
Service reminder.
Priority booking (Mon–Fri).
Up to 3 diagnostic call-outs per year.
Labour and parts are chargeable for any repairs.
Silver Plan - Labour Cover up to £500 per Year
Everything in Bronze.
Unlimited diagnostic call-outs.
Labour for repairs included, up to £500 per year.
Parts and materials chargeable.
Priority booking and faster response during working hours.
Gold Plan - Full Labour Cover & Priority Support
Everything in Silver.
Labour for standard heating and plumbing repairs included, up to £500 per incident.
Central heating and radiator cover.
Same-day response where possible (Mon–Fri).
Annual system efficiency report.
Parts and materials chargeable.
4. What's Included (All Plans)
Qualified, Gas Safe-registered engineers only.
Work carried out during standard hours: Mon–Fri, 9 am – 5 pm.
Radiator bleeding, gas tightness test, and visual inspection of hot-water cylinders.
Priority online booking for service appointments.
5. What's Not Included (All Plans)
The cost of parts, materials, or replacement components
Emergency or out-of-hours call-outs unless otherwise agreed in writing.
Repairs where labour exceeds the specified plan limit (£500 per year or per incident).
Systems deemed beyond economic repair.
Work outside normal domestic use or caused by third-party damage, sludge, or scale.
Major components such as: heat exchangers, flue parts, unvented cylinders, radiators, water tanks, magnetic filters, descalers, or smart controls.
6. Fair Use Policy
For plans that include unlimited call-outs or labour allowances, usage applies under normal domestic conditions.
“Unlimited” refers to reasonable use — occasional call-outs for genuine faults or repairs.
The agreement does not cover repeat or excessive call-outs for the same issue, or misuse of the service (for example, neglecting maintenance advice or calling for non-urgent issues repeatedly).
If call-out frequency or labour requests are deemed excessive, Upsher Heating & Cooling reserves the right to:
Review the customer’s plan,
Recommend remedial work (chargeable if required), or
Cancel the plan with written notice.
7. Terms and Cancellation
The agreement is for a minimum term of 12 months from the start date.
After the initial 12 months, it continues on a rolling monthly basis and may be cancelled by either party with 30 days’ written notice.
Early cancellation within the initial 12-month period will require payment of the remaining balance for that term.
Missed payments or misuse may result in suspension or termination.
If you move home, please contact us to see if we can transfer the agreement.
8. Compliance and Safety
All work complies with Gas Safe regulations and applicable building control standards.
9. Dispute Resolution
If you have a concern, query, or complaint, please contact us directly by emailing [email protected].
We will acknowledge receipt of your message within 3 working days and aim to provide a full response within 10 working days.
If your query requires additional investigation, we will keep you informed of progress and provide an estimated timeframe for resolution.
Our goal is always to handle matters promptly, fairly, and with transparency.
10. Privacy and Communication
We follow UK data-protection laws. Your details will only be used to deliver services under this agreement and communicate essential updates.
11. Amendments to Terms
We reserve the right to amend these terms when necessary.
Any price lock will be honoured for the duration agreed in writing, and any updates will be sent to you in writing before taking effect.
For questions or to schedule service, please contact us at: https://upsherheating.co.uk | 01256 760617 | [email protected]