Terms and policies

Heat Pump Service Plan Terms and Conditions

What the UberHeats Heat Pump Service Plan includes, what it doesn't, how the payments and your annual service work, and how to cancel.

UberHeats Heat Pump Service 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 service-only contract: it pays for your annual heat pump service, spread over twelve monthly payments. It is not an insurance policy and not breakdown cover, and we are not regulated by the FCA. It covers domestic air source heat pumps at residential properties only.

There is one plan, with no tiers: £24 a month including VAT, or £26.40 a month in Band A postcodes, paid by Direct Debit.

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

What's included

  • Your annual heat pump service by a Heat Geek Assured, F-Gas certified, Gas Safe registered and DBS checked engineer
  • Full external and internal checks of the unit for damage, corrosion and leaks
  • External and internal clean of the unit, including the fan and fins, and clearing debris
  • Buffers, volumisers, vessels and internal units checked
  • Magnetic filter and system strainers cleaned
  • System water tested, and heating controls checked
  • Efficiency and SCOP checked, so you know the system is still performing as designed
  • Where your heat pump feeds an unvented hot water cylinder, the cylinder's annual service, at no extra cost
  • Annual service reminders, so you're never chasing the date yourself
  • Priority booking over non-plan customers, and 10% off labour on any other work (see below)

What isn't included

  • Breakdown cover or repairs to the heat pump, its ancillary parts, or the wider heating and hot water system
  • Free call-outs or free diagnostics if something goes wrong between services
  • Refrigerant checks, recovery or refilling, and topping up glycol or antifreeze. A heat pump's refrigerant circuit is sealed and needs F-Gas qualified handling with proper recovery equipment, so this is always quoted separately
  • Out-of-hours or emergency call-outs: our engineers work Monday to Friday, 8am to 4pm
  • Parts, which are charged as normal

Payments and your annual service

The plan runs on a rolling monthly Direct Debit, collected for us by GoCardless. Once you've made twelve monthly payments, your annual service is arranged for the following calendar month, so it is fully paid for by the time it's due. We'll ring you to book it in.

Your payments pay for your next annual service, not one you've already had. If your heat pump needs a service sooner, book a one-off service and start the plan afterwards.

If a Direct Debit fails, the plan's benefits are paused until the payment is made up.

Priority booking and your discount

Priority booking: plan customers go ahead of new bookings when we're busy, and if you ring during office hours we'll do our best to attend the same day. This is not an emergency service.

10% off labour: on any work outside the annual service. Diagnostics is labour, so a heat pump fault finding visit is £216 instead of £240, or £237.60 instead of £264 in Band A. Parts are charged as normal.

All times are subject to workload and availability.

Appointments

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

Weather: servicing a heat pump means opening up the outdoor unit and its electrics, which can't be done safely in the rain. If it's raining more than a light drizzle on the day, we may need to rearrange. We'll tell you as early as we can, and rearranging because of the weather is always free.

Service records

We keep your service records electronically. Email copies are free on request, any time. A posted hard copy costs £6.

Cancelling the plan

You can cancel within 14 days of setting up the plan for a full refund of anything you've paid.

After that you can cancel at any time by ringing 07851 911574 or emailing info@uberheats.biz, and we'll stop the Direct Debit. We don't refund plan payments in cash: whatever you've paid so far comes off the price of a heat pump service with us.

We may cancel the plan if payments are missed, if the information you gave us was wrong or misleading, if anyone other than our engineers works on the system while the plan is running, or if health and safety issues arise at the property.

Our liability

Where we're in breach of these terms or can't honour the agreement, our maximum liability is the amount you've paid into the plan 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.

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