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 Plan terms and conditions extremely clear so you know exactly what is and isn’t covered.

1. Scope of Contract

1.1 UberHeats will provide the level of cover described within the ‘Plan Summary’ below, subject to an initial chargeable service and inspection.

1.2 UberHeats will provide the level of cover described within the ‘Plan Summary’

below. However, there is an initial 30-day period where you cannot make a claim. This is to

prevent claims on pre-existing problems and to keep premiums competitive for all our

customers.

1.3 When referring to ‘We’ this refers to UberHeats.

1.4 This contract is strictly a maintenance contract and is not an insurance policy. UberHeats is therefore not regulated by the FCA.

1.5 This plan is intended for domestic boilers only and will only carry out works at residential

properties.

1.6 Acceptance on to one of our service plans does not imply that the boiler or heating system is installed to the relevant standards and we will not accept liabilities arising from the original design or installation and so make no warranty as to the fitness for purpose.

2. Our Plans

2.1 Service Only Plan

Here is what is included in our Service Only Plan:

● Annual Boiler Service Included

● Annual System Water Test

● Priority Service & Call Outs

2.2 Basic Plan

Here is what is included in our Basic Plan:

● Annual Boiler Service Included

● Annual System Water Test

● Priority service & Call Outs

● Free Call Outs

● 10% Breakdown Labour Discount

● 10% Replacement Parts Discount

● 10% Loyalty Discount on our other services

● 10% discount on new boiler and/or cylinder installation labour*

2.3 Premium Plan

Here is what is included in our Premium Plan:

● Annual Boiler Service Included

● Annual System Water Test

● Priority Service & Call Outs

● Free Call Outs

● 50% Breakdown Labour Discount

● 20% Replacement Parts Discount

● 20% Loyalty Discount on our other services

● 25% discount on new boiler and/or cylinder installation labour*

● Inhibitor dosing

● 24 Hour Emergency Call Outs

2.4 Ultimate Plan

Here is what is included in our Ultimate Plan:

● Annual Boiler Service Included

● Annual System Water Test

● Priority Service & Call Outs

● Free Call Outs

● 100% Breakdown Labour Discount

● 100% Replacement Parts Discount

● 30% Loyalty Discount on our other services

● 50% discount on new boiler and/or cylinder installation labour*

● Inhibitor dosing

● 24 Hour Emergency Call Outs

● 5-Yearly System Flush**

*Please note that the discount on a new boiler and/or cylinder installation labour is only available to customers who have been on the plan for at least 24 months and will be continuing with their plan.

**Customers who have been on our ultimate plan for 5 years will receive a free power or mag flush (system dependent).

2.5 Unvented Cylinder Service Add-on

Here is what is included in our Unvented Cylinder Service Add-on:

● Service of unvented cylinder only.

3. Components of the System

3.1 Your heating system is made up of several different components. The components of

the heating system covered within each plan are as follows:

3.2 Basic Plan

● Boiler and all internals

3.3 Premium Plan

● Boiler and all internals

● Circulation pump and motorised valves external to the boiler

● Thermostatic radiator valves

● Timer/thermostat

● Radiators (non-decorative)

3.4 Ultimate Plan

● Boiler and all internals

● Circulation pump and motorised valves external to the boiler

● Thermostatic radiator valves

● Timer/thermostat

● Radiators (non-decorative)

● Heating pipework

● All gas supply pipes

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.

4. Annual Service

4.1 One of our Gas Safe qualified engineers will perform the service and safety check in line

with the manufacturer’s instructions.

4.2 Included in this service/safety check, we will perform the following as a minimum:

● Check emissions using a fully calibrated flue gas analyser

● Check the inlet and working gas pressure

● Clean condensate trap

● Clean magnetic filter (if fitted)

● Clean the inside of the boiler case

● Gas rate if required

● Test of safety devices and all safety checks in line with Gas-Safe guidelines

4.3 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.

4.4 The annual service will be carried out Monday to Friday between 8 am and 4 pm unless

otherwise agreed by UberHeats.

5. Annual System Water Test

5.1 We will complete a test to check the quality of system water and determine the appropriate treatment to ensure the system works at optimum efficiency, and the boiler is

fully protected.

5.2 Results of the test may require additional work to be carried out on the boiler that may or

may not be included depending on the plan that you are on.

6. Priority Call Outs

While breakdowns are an inconvenience, we do not class it as an emergency.

6.1 We will endeavour to attend all breakdowns within the timeframes below based on your

plan:

Service Only & Basic Plans: Breakdowns reported before 4pm within 48 hours

Premium & Ultimate Plans: Breakdowns reported before 4pm within 24 hours

6.2 In the event of a breakdown being reported on Saturdays, Sundays, Bank Holidays or after

4pm, we endeavour to attend the property within the timeframes below based on your plan:

Service Only & Basic Plans: Within 48 hours

Premium & Ultimate Plans: Within 24 hours

6.3 The timeframes outlined above are subject to workload and availability.

7. Free of Charge Call Outs

7.1 Free of charge call out limits for your plans as outlined

below:

Basic Plan: 1 Call out per year

Premium Plan: 3 Call outs per year

Ultimate Plan: 5 Call outs per year

7.2 Call outs beyond the allocation of your plan will be billed at the loyalty discount for your plan.

7.3 Parts are chargeable less the discount amount on your plan.

8. Boiler and Internals

Basic, premium and ultimate plans can use their free callout allocation, breakdown labour and/or parts discounts against boiler breakdowns and repairs.

Breakdowns or repairs on any other part of the system will be billable, minus the loyalty discount percentage of your plan.

9. Breakdown Labour Discount

As a Boiler Care Plan customer you receive the following discounts on breakdown labour:

Basic Plan: 10% Discount on all labour

Premium Plan: 50% Discount on all labour

Ultimate Plan: 100% Discount on all labour

10. Replacement Parts Discount

As a Boiler Care Plan customer you receive the following discounts on replacement parts:

Basic Plan: 10% Discount

Premium Plan: 20% Discount

Ultimate Plan: 100% Discount

11. Loyalty Discount on Other Services

As a Boiler Care Plan customer you receive the following discounts on the labour of our

other services:

Basic Plan: 10% Discount on all labour

Premium Plan: 20% Discount on all labour

Ultimate Plan: 30% Discount on all labour

12. Discount on New Boiler and/or Cylinder Installation Labour

As a Boiler Care Plan customer you receive the following discounts on new boiler and/or cylinder installation labour:

Basic Plan: 10% Discount on all labour

Premium Plan: 25% Discount on all labour

Ultimate Plan: 50% Discount on all labour

This discount on a new boiler and/or cylinder installation labour is only available to customers who have been on the plan for at least 24 months and will be continuing with their plan.

13. Corrosion Inhibitor Dosing

Dosing with corrosion inhibitor and re-test following a system water test that has failed on inhibitor levels. Available on Premium and Ultimate Plans.

14. Circulation Pump and Motorised Valves (External to the boiler)

Premium and Ultimate plans can use their free call out allocation, breakdown labour and/or parts discounts against breakdowns, repairs or replacement of pumps and motorised valves external of the boiler on such as cylinders, zoned or hydronically separated systems.

15. Radiator valves and TRVs

15.1 Premium and Ultimate plans can use their free call out allocation, breakdown labour and/or parts discounts against repairs or replacement radiator valves and TRVs.

15.2 Does not cover smart TRVs

16. Thermostats and/or Timers

16.1 Premium and Ultimate plans can use their free call out allocation, breakdown labour and/or parts discounts against repairs or replacement of thermostats and/or timers.

16.2 Smart/Next Gen models such as Hive/Nest/Tapo would only be replaced after having your plan for at least 12 months. Replacements within 12 months will be a boiler-plus compliant, wireless and programmable model.

16.3 Older controls such as hot water/heating timers and mechanical thermostats will be replaced like-for-like where possible.

17. Radiators

17.1 Premium and Ultimate plans can use their free call out allocation, breakdown labour and/or parts discounts against repairs to or replacement of radiators.

17.2 This plan does not cover the replacement of designer/decorative radiators. Replacements will be standard, white, convector radiators only with no cash or discount alternative should you wish to source a direct replacement.

18. “24-Hour” Emergency Call Outs

Emergency call outs are for water or gas leaks as covered under your plan.

18.1 We will endeavour to attend your property within:

Basic Plan: Within 48 hours irrespective of the time of day

Premium & Ultimate Plans: Same day (if before 4pm), next day if after 4pm

18.2 The timeframes outlined above are subject to workload and availability

19. Heating Pipework

19.1 For the purpose of this contact, “heating pipes” means any pipe from the boiler carrying heated water to or from the heating system, whether that be to radiators, UFH circuit or a cylinder.

19.2 Ultimate plans can use their free call out allocation, breakdown labour and/or parts discounts against repairs to heating pipework.

20. Gas Pipework

20.1 For the purpose of this contact, “gas pipes” means any pipe from the gas meter, supplying natural gas to any appliance within your home.

20.2 Ultimate plans can use their free call out allocation, breakdown labour and/or parts discounts against repairs to gas pipework.

21. 5-Yearly System Flush

Customers who stay on our ultimate plan receive a free power or mag flush (system dependent) every 5 years.

22. Missing / Cancellations of Appointments

22.1 Customers who have arranged a breakdown callout or annual service are given a 4-hour slot.

22.2 Customers must give 24-hours notice to change an appointment date/time. Failure to do so or missing an appointment will result in a £25 re-booking fee.

23. Use of Subcontractors

We reserve the right to use subcontractors to carry out any breakdowns or annual services. All subcontractors will be Gas-Safe registered and vetted by us for suitability.

24. Contract Renewal/Cancellation & Invalidations

24.1 This contract is valid for a period of 1 year (12 months) from the date the first direct debit is collected.

24.2 The contract will be automatically renewed each year unless instructed by the customer to cancel. The customer must give notice no later than 14 days before the renewal date.

24.3 We reserve the right to cancel the renewal of any contract without giving a reason.

24.4 In the event of non-payment of the Direct Debit, cover will be suspended until the account is brought up to date and no works will be carried out.

24.5 The contract is cancelled if the customer misses 3 consecutive payments without contact after the initial 12-month period.

24.6 We reserve the right to cancel any policy at any time if a customer is found to have broken any terms in these conditions.

24.7 If the customer cancels their plan before 12 months, they will be liable to pay the remainder of the 12 months and/or for any services carried out under your plans discount will be charged at our standard rate.

24.8 If invalid or misleading information has been provided.

24.9 If payment is not received within 7 days of the date due your service plan will be cancelled and charges may apply.

24.10 If on our first visit, we find a fault with the system/systems.

24.11 If we have advised that a permanent repair is needed to make sure your appliance or system is working properly and safely and you have not acted to resolve appropriately (this includes the recommendation of a system power flush).

24.12 Anyone other than one of our engineers/subcontractors carries out work on the system whilst this contract is in place.

24.13 If health and safety issues arise from your property or persons in the property.

25. Certificates

25.1 All certificates will be held electronically by UberHeats.

25.2 Customers can request copies of any certificate at any time via email without charge.

25.3 Customers can request a hard copy of any certificate subject to a printing and postage

charge of £5.

26. Cooling Off Period

26.1 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.

27. Exceptions and Exclusions

27.1 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 the customer if it fails)

27.2 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.

27.3 Pre-existing faults and defects in the design or installation of the system.

27.4 Any breakdowns caused by blocked drains or downpipes backing up into the boiler.

27.5 Replacement of cosmetic parts such as boiler casings and covers, painting etc.

27.6 Faults caused due to the fabric of the building, for example, pipes in walls bursting due to subsidence

27.7 Any defects caused due to malicious actions, misuse or third-party interference.

27.8 Any defect caused by; fire, flood, lightning, explosion, storm, frost, terrorism or the impact of any other extraneous cause.

27.9 We will not be held responsible for delays in the provision of parts from suppliers or delivery firms.

27.10 Any loss or damage to any property caused by the boiler, heating system or plumbing system breaking down for example damage to the ceiling, flooring, walls, carpets furniture etc due to a leak.

27.11 Removal of dangerous materials for example asbestos.

27.12 Any part of a flue concealed within the fabric of the building.

27.13 The gas supply from the meter to the boiler and or other appliances (Except Ultimate plan)

27.14 Adjustments to time controls unless already on site.

27.15 Any loss suffered by you due to delay in obtaining parts.

27.16 The cost of a new boiler if parts become unreasonably available, at our sole discretion.

27.17 Routine maintenance, cleaning, descaling, turning on or lighting up the system, clearing airlock or blocked pipes, bleeding system, topping pressure up.

27.18 Loss or damage caused by your equipment not working or costs arising from gaining access, this includes pipes under the floor or in the fabric of the building.

27.19 Repairs that will cost over £350.

27.20 Replacement of showers, baths, shower cubicles, basins, toilets or taps

27.21 Below Ground drainage.

27.22 Mains cold water supply pipe, before or after, the internal stop cock, and any hot-water pipes after the boiler or cylinder.

27.23 Annual service doesn’t include gaskets, o-rings or any faulty parts unless parts are covered under your plan.

27.24 None of our service plans cover repairs or replacement to micro-bore pipework.

27.25 For the purposes of the service plan, hot water cylinders are deemed as part of the plumbing system and are therefore not covered, the ancillary parts attached will be covered (depending on your plan).

Permitted by law where we are in breach of the terms of this contract or cannot honour the agreement the maximum liability will be limited to the cost of the relevant service plan you have in place. (Up to the amount you have paid for the current year).

Under no circumstance are we liable for loss of earnings, loss of profit, loss of goods, or loss of business.

None of these conditions limits us from the liability relating to death or personal injury from our negligence.