Terms & Conditions
Terms of cover
These Terms & Conditions are part of the contract between you (The Customer) and Heat Nation Limited.
Information about us and how to contact us:
We are Heat Nation Limited, a company registered in England and Wales with company number 13686709
We are a gas safe registered business and our registration number is 656960
You can contact us by telephone on 01384930039, or in writing via email to
info@heatnation.co.uk
Our registered office address is 661 High Street, Kingswinford, West Midlands, DY6 8AL
1- Definitions
Service agreement/service plan– Refers to the type of plan that you have chosen to take out with reference to clause 2 for full details of what the plans are.
Boiler – An appliance located at the domestic property that heats the hot water and/or heating by Gas.
Heating System – The heating system includes, heating pipework, pump, motorised valves, radiators, radiator valves, programmer/timers, cylinder stat, room stat, heating pressure controls.
Start Date – The date that the plan was initiated/purchased.
We / Us / – Heat Nation Limited.
You / your / Customer – The customer that has taken out the Contract.
Force Majeure – Means any circumstances beyond our reasonable control for example strikes, industrial actions, lock outs, labour shortages, material shortage, worldwide pandemics and traffic delays.
Contract – The contract is an agreement between you and us for the service of works as per the chosen service plan detailed in clause 2.
Registered office: 661 High Street, Kingswinford, DY6 8AL 01384 930039 2- Type of plan and what is Included
Essentials Heating Service Plan
✓Spread the cost of the annual service of your appliance, serviced at the end of the contract year ✓Discounted cost of initial boiler service if requested at start of plan
✓Gaskets and seals as and when required
✓ Major service as and when required
✓ 2hr Time-slot on day of inspection
✓Full safety inspection of your gas appliance and flue/chimney
✓Clean siphon, check expansion vessel, check inhibitor levels
✓Clean magnetic system filters if fitted
✓ Flue gas analyser check to ensure safe and efficient operation
✓ Gas Certificate
✓ Bleed and balance radiators if appropriate
✓ Testing of Carbon monoxide alarms
✓ Check heating controls and advice on improving efficiency
✓ Free reminder and booking when service is due
✓ 10% Loyalty discount on labour for repairs/upgrades for duration that plan has been active
*- Limits apply please see Clause 14
3- Contract renewal/Cancellation
Cooling off period
Your cooling off period is the 14 days after you make the purchase of a service agreement. If you wish to cancel within the cooling off period, you will receive a full refund of any payments made in relation to the policy less any costs already incurred to the company. If you have already had a service or repair completed within the 14 day period, you will be required to pay the appropriate charge:
Boiler service or Landlords inspection – £90, Repair diagnostic visit – £84
If a discounted service has been offered, the cost of this will be deducted from the above charges.
Exclusion period
There is an initial exclusion period of 14 days from the plan start date whereby call-outs or services cannot be raised except for when the customer has had their boiler installed by Heat Nation Limited. Providing you accept the auto renewal of your policy, there will be no exclusion period at renewal.
Your Contract is for a Minimum of 12 Months from the date you purchase the plan from us. Prices are inclusive of taxes.
Your contract is set to auto-renew for an additional 12 months at the end of the initial contract period unless you contact us and ask us to cancel. We aim to contact you by email 28 days before your policy expires to confirm the renewal amount of your policy.
Adjustments may have been made to reflect the cost of providing the contract. We reserve the right to refuse renewal and we will inform you before your policy expires if we choose to do so. We may increase the price of the service plan in line with Retail Price Index at your renewal date, and will notify you of any changes in writing. As a small business we do all we can to absorb the costs, but sometimes these have to be passed on.
You have a legal right to change your mind within 14 days and receive a refund. This 14 day period is the cancellation period. Please email service@heatnation.co.uk expressing your wish to cancel.
4- Contract invalidations
● If invalid or misleading information has been provided.
● If payment is not received within 7 days of the date due, your service plan will be cancelled and charges may apply.
● If on our first visit we find a fault with system/systems.
● 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 in an appropriate manner.
● If health and safety issues arise from your property or persons in property.
● Threatening or abusive language or behaviour has been used
● If work has been carried out by someone else on the system not authorised by us.
● There are been 3 or more unsuccessful attempts to enter your property
5 Acceptance
Acceptance onto one of our service plans does not imply that the boiler, heating system or plumbing system is installed to the relevant standards and we will not accept liabilities arising from the original design or installation and thus make no warranty as to the fitness for purpose.
6 Liability
If our supply of any products or services is delayed by an event outside our reasonable control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a pro rata refund for any products/services you have paid for but not received.
We will not be liable for any delays in getting to you in our priority response, once you have contacted us with a fault we will book you in for the next available appointment. If the faults found to be with a part that is not covered under the plan then charges may apply. We will not be liable for any delays in the supply of parts from our suppliers. We may fit replacement parts that are adequate but not the same as the defective part(s)
7 Your obligations
You will:
reasonably co-operate with us in all matters relating to the services;provide us and our employees, agents, consultants, and contractors with access to your premises and other facilities reasonably required by us to provide the services.
provide us with such information and materials as we may reasonably require in order
to provide the services and ensure that such information is complete and accurate;
prepare your premises for the supply of the services;
obtain and maintain all necessary licenses, permissions and consents (including any
required building and planning consents) which may be required for the services before the date on which the services are to start and provide copies to us on request (including any associated drawings and specifications);
comply with all applicable laws, including health and safety laws;
keep all of our materials and equipment safe and secure whilst such items are at your
property;
provide us and our employees, agents, consultants, and contractors with:
1. access to water, washing facilities, and toilets;
2. access to electricity;
3. access to water and gas pipes, central heating systems and any other fixtures or facilities required to adequately perform the services agreed with you;
4. storage space on request for our equipment and any materials;
5. safe and easy access to your property from the public highway;
6. easy access to the location within your property where the services are to be
performed. This may require you to move personal belongings from working areas. If you ask us to move such personal belongings on your behalf, we accept no liability for loss or damage to such belongings in doing so.
7. It is your responsibility to ensure there is adequate vehicle parking for the engineer to park their van within 25 meters of the entrance to the property. Any charges for parking are to be paid you. If a permit for parking is required, it is your responsibility to organise the permit or notify the company of the restriction at least two working days before the engineer and/or delivery is due to arrive (or at the time of ordering, whichever is sooner).
8 Boilers
We aim to keep your boiler working safely and efficiently, but parts, excluding service specific gaskets and seals up to the cost of £25+VAT are not included in service plans, these will be charged separately with prior consent. If any part breaks as part of the service we shall not be held responsible unless it was due to our neglect.
9 Access
Access – We are not liable for any repairs to which we cannot gain reasonable access, removal of any obstructions will be at our sole discretion and will reserve the right to charge you at our standard rates. We may insist that you arrange for the obstruction to be moved prior to us carrying out the repair, we will not be held liable for any making good unless it’s down to our negligence. Pipework under concrete floors or buried in walls will not be covered.
If we need to remove any fixtures or fittings in your home to complete the repair, we will let you know before starting. We won’t be able to completely make good of any repair by replacing or restoring to the original specification.
10 Charges
If a service plan is cancelled part way through the year we reserve the right to charge for any services and/or repairs we have carried out at our standard rates.
11 Missed services
We will not offer a cash alternative if a service or home visit is missed for any reason.
12 Annual service or Landlords Certificate
If this included in your plan we will try to arrange a visit for this to take place by the due date, but you remain responsible for it happening within the contract. For landlords it is recommended to arrange the visit up to 60 days before the expiry, whereby the original expiry date will be preserved.
13 System Flushing
If we have recommended a system flush and advice is not taken and a part fails due to sludge we will not be held responsible for damage or costs relating to this. Parts and labour would be charged to rectify the fault.
14 Exclusions
Our plans do not include –
1 Repairs required due to existing design faults, or existing faults prior to the start of this plan.
2 Repairs relating to damage caused by you or a third party.
3 Any loss or damage to any property caused by the boiler, heating system or plumbing system breaking down, for example damage to ceiling due to a leak.
4 Any faults caused by sludge, scaling or blockages
5 The cost of removing sludge or scale from the system and the damage caused would not be covered
6 Clipping or supporting of flues that were not installed by Heat Nation Ltd.
7 Major service not included under first year of plan, this will be quoted prior to being undertaken 8 Damage caused by weather or freezing
9 Removal of dangerous materials for example asbestos.
10 Any decorative parts for example casing, paint work, batteries.
11 Any part of a flue concealed within the fabric of the building.
12 The gas supply from the meter to the boiler and or other appliances.
13 Damage caused by fire, flood, lightning storm, freezing weather, power surges, global pandemic or any other natural event.
14 Adjustments to time controls unless already on site. Bleeding and balancing of radiators unless on site
15 Any loss suffered by you due to delay in obtaining parts.
16 Micro bore manifolds or blockages in micro bore pipework .
17 Cost of a new boiler if parts become unavailable, at our sole discretion
18 Accidental damage, theft or malicious damage.
19 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 building.
20 Repairs that will cost over £450.
21 Replacement of designer radiator valves, we will fit these under the plan if they are supplied and paid for by the customer
22 Designer Radiators or any radiator longer than 1600mm in width
23 Below ground drainage or blocked drains
24 Mains water/gas supply pipe
25 Replacement of baths, shower cubicles, shower trays and toilets
26 10% loyalty discount applies to labour only and only valid with an active plan
27 We do not cover unvented cylinders or any part related to them
28 Showers and taps limited to £100 per item/per claim
29 Shower pumps, waste pumps or condensate pumps
30 Consumable service items such as electrodes, bearing plates, seals or service packs exceeding £25+VAT in value.
31 Replacement of parts that have failed due to turning the power off and reinstating the power, this includes control PCB’s and timers, this is deemed beyond our reasonable control.
32 Any parts that directly supply a swimming pool or hot tub/jacuzzi
33 Systems or controls for underfloor or outdoor heating
34 It is your responsibility to make sure that your warranty is not affected on any appliance covered by third party warranties. We will not be liable if any work we carry out on your system doesn’t comply with the manufacturer’s warranty.
35 Boilers fuelled by oil, solid fuel or electricity are not covered by this plan.
36 Heat Nation Ltd. will not take liability for any loss of rental income for any reason. This includes, but is not limited to breakdowns, missed services and delays to the issue of Landlord Gas Safety Certificates.
37 Repairing or replacing any damage normally covered by household insurance
38 Repairing or replacing any issues relating to interference with your internet connection, radio signals or software
39 Making improvements to your home
40 Replacement of your hot water cylinder or immersion heater element
41 Repairing or replacing central heating management systems
42 Powered access equipment/scaffolding supply to access your appliances is not covered under this agreement, the cost will be discussed on a sui generis basis for your property
43 If your appliance needs a major service on the first time we visit you, extra charges may be incurred on top of the standard service plan cost, these will be discussed prior to starting the work. If the work is not authorised, your plan may be cancelled and a refund offered of your charges minus any business costs.
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, profit, loss of goods, loss of business. None of these conditions limit us from the liability relating to death or personal injury from our negligence.
This contract is strictly a maintenance contract and IS NOT an insurance policy. Heat Nation Ltd. is therefore not regulated by the FCA.
Registered office: 661 High Street, Kingswinford, DY6 8AL 01384 930039