Boiler Care Plan Terms and Conditions

UberHeats Boiler Care Plan

Terms and conditions are usually painful to read. We've tried to keep ours clear, so you know what is and isn't covered.

What this is

This is a maintenance contract, not an insurance policy. We are not regulated by the FCA. It covers domestic boilers at residential properties only.

Cover starts after an initial chargeable service and inspection, and there's a 30-day waiting period before you can claim. That stops pre-existing faults being claimed for and keeps the price down for everyone.

Being accepted onto a plan doesn't mean we're confirming your system was installed to standard. We can't take on liability for the original design or installation.

The plans, side by side

* On the Service Only and Basic plans the call-out itself isn't included — you go to the front of the queue ahead of non-plan customers, but the visit is charged.

** Available once you've been on the plan 24 months and are continuing with it.

*** Power flush or magnetic flush, whichever suits the system.

Unvented cylinder add-on: service of the cylinder only. Can be added to any plan.

What's covered, by plan

• Basic — the boiler and everything inside it.
• Premium — the above, plus the circulation pump and motorised valves outside the boiler, thermostatic radiator valves, the timer or thermostat, and non-decorative radiators.
• Ultimate — all of the above, plus heating pipework and all gas supply pipes.

Anything outside your plan's list is chargeable, less your loyalty discount.

The annual service

A Gas Safe qualified engineer carries out the service and safety check to the manufacturer's instructions. As a minimum we:

• check emissions with a calibrated flue gas analyser
• check inlet and working gas pressure
• clean the condensate trap
• clean the magnetic filter, if one is fitted
• clean inside the boiler case
• gas rate the appliance if needed
• test all safety devices in line with Gas Safe guidance

We arrange it for a time that suits you, in the month your contract renews, Monday to Friday between 8am and 4pm unless we agree otherwise.

Response times

Two different things, and they work differently. A breakdown is an inconvenience — we don't class it as an emergency.

Priority call-outs — every plan. Office hours, Monday to Friday, 8am to 4pm. You go ahead of non-plan customers in the queue.

24/7 emergency call-outs — Premium and Ultimate only. Water and gas leaks, any hour of the day or night, weekends and bank holidays included. Plan customers on these two tiers are given a dedicated emergency number when their plan starts.

Service Only and Basic plans do not include emergency cover. Outside office hours, please call the National Gas Emergency Service free on 0800 111 999 for a gas leak or a gas smell.

Either kind of visit uses one of your free call-outs. An emergency visit and a priority visit draw on the same allowance — 1 a year on Basic, 3 on Premium, 5 on Ultimate. Once those are used, visits are charged with your plan's labour discount applied.

All times are subject to workload and availability.

Appointments

You'll be given a 4-hour slot: 8am to 12pm, 10am to 2pm or 12pm to 4pm. We need 24 hours' notice to move an appointment. Missing one, or giving less notice, means a £30 re-booking fee.

Subcontractors

We may use subcontractors for breakdowns or annual services. All are Gas Safe registered and vetted by us.

Certificates

We hold all certificates electronically. Email copies are free on request, any time. A posted hard copy costs £6.

Renewal and cancellation

The contract runs for 12 months from the date of your first Direct Debit, and renews automatically unless you tell us otherwise at least 14 days before the renewal date. You get a full refund within 14 days of signing — though any breakdown attended during that period is charged in full if you then cancel.

Cancel before 12 months and you'll owe the remainder of the year, and any discounted work already done is re-charged at our standard rate.

We may cancel or refuse to renew a plan. Cover is suspended if a Direct Debit fails, and we may cancel if:

• three consecutive payments are missed without contact after the first 12 months
• payment is more than 7 days overdue
• the terms here have been broken
• you gave invalid or misleading information
• we find a fault with the system on our first visit
• we've told you a permanent repair is needed — including a power flush — and it hasn't been done
• anyone other than our engineers works on the system while the plan is running
• health and safety issues arise at the property

What isn't covered

Condition of the system

• breakdowns caused by sludge, scale or system deposits (confirmed by an independent water test if needed, chargeable to you if it fails)
• pre-existing faults, or defects in the system's design or installation
• micro-bore pipework
• any part of a flue concealed in the fabric of the building
• gas supply from the meter to the boiler and other appliances (Ultimate plan excepted)

Outside our control

• problems with the water mains, electrical grid, gas main or meter — including no credit on a prepayment meter
• blocked drains or downpipes backing up into the boiler
• faults caused by the building itself, such as pipes bursting because of subsidence
• fire, flood, lightning, explosion, storm, frost, terrorism or similar
• malicious damage, misuse or third-party interference
• delays in parts arriving from suppliers or couriers

Not maintenance

• cosmetic parts such as casings and covers, painting
• routine tasks: cleaning, descaling, lighting the system, clearing airlocks, bleeding radiators, topping up pressure
• adjusting time controls, unless we're already on site
• removing dangerous materials such as asbestos
• showers, baths, shower cubicles, basins, toilets and taps
• below-ground drainage
• the mains cold water supply either side of the internal stopcock, and hot water pipes after the boiler or cylinder
• hot water cylinders (treated as part of the plumbing system) — though ancillary parts attached to them are covered depending on your plan
• gaskets, o-rings or faulty parts found at annual service, unless parts are covered on your plan

Limits

• repairs costing more than £350
• the cost of a new boiler if parts become unreasonably difficult to obtain, at our discretion
• consequential loss or damage — for example damage to ceilings, flooring, walls, carpets or furniture caused by a leak
• any loss you suffer because of a delay in getting parts

Our liability

Where we're in breach of these terms or can't honour the agreement, our maximum liability is the cost of your plan, up to the amount you've paid for the current year.

We are not liable for loss of earnings, profit, goods or business.

Nothing here limits our liability for death or personal injury caused by our negligence.

Our other policies

• General terms and conditions
• Cancellation and your right to waive it
• Boiler Care Plan terms and conditions — you are here
• System flushing disclaimer
• Customer-supplied equipment policy
• Privacy policy