12 month Service plans are the smart way to manage your Heat Pump systems maintenance

Terms & Conditions

Heat Pump and Unvented Cylinder Service

This document explains what is and isn’t included in this Plan, how and when you can book your service, your cancellation rights and how to make a complaint if you’re not happy.

It’s important that you read all the Plan documentation carefully.

What’s in this document?

Definitions....................................................................................................................................................................................................... 1 Your Service ...................................................................................................................................................................................................2 General Exclusions ......................................................................................................................................................................................3 General Conditions .....................................................................................................................................................................................3 Cancellation and Complaints................................................................................................................................................................. 4 Contract Terms.............................................................................................................................................................................................5 Contact Us......................................................................................................................................................................................................5

Definitions

Some of the words and phrases used in this document have a particular meaning. The definitions below explain what these words mean. All definitions will be capitalised where used in the document.

By ‘we’, ‘us’, or ‘our’, we mean HomeServe, its authorised agents and engineers, unless otherwise stated.

By ‘you’ or ‘your’, we mean the person(s) who has the benefit of this Plan.

Air Source Heat Pump: An Appliance that extracts heat from the external air and transfers it into the Property for providing heat for space heating and domestic hot water. This includes the internal and external components required for the operation of the heat pump, such as the controls, refrigerant units and buffer.

Cancellation Period: The number of days (including your statutory 14 days “cooling off” period), after the Plan start date, during which you can cancel the Plan and receive a refund. This is shown on the Plan Schedule.

Fee: The total amount you pay for this Plan, as set out in the Plan Schedule.

Cambridge Clean Heat 

Plan: These Terms and Conditions and the Plan Schedule.
Plan Schedule: The document provided to you, which summarises specific details about this Plan such as thefeatures you have purchased, the Property address, the Plan start and end dates.

Property: The private domestic residence, where your service or inspection will be carried out, at the address shown on the Plan Schedule.

Unvented Hot Water Cylinder: A sealed and pressurised hot water storage tank, which is fed directly from the mains water supply and is heated by an external source and can include an immersion heater(s).

Your Service

The following is provided under an agreement between you and Cambridge Clean Heat. Please make sure that you have the manufacturer’s instructions available for when the engineer attends.

Heat Pump Service

What is included

A service of your air to water Air Source Heat Pump completed by a qualified engineer, including: 

An inspection of the pump and its installation pipework, to ensure it is safe and in line with

manufacturer's instructions. This includes, where required,

Checking the external unit for debris and obstructions

Visually checking the refrigerant circuit for leaks

Checking the general condition of the system including, the electrical connections, controls valves,

expansion vessel and controls

Completing an operational and safety check

Checking the water quality

Updating the service record

What isn’t Included

 Any replacement parts or repairs needed to the heat pump, heating source or heat distribution system

(found during a service)
 

Maintenance that is not part of the standard manufacturer's service

Air conditioning units or ground source, water source and air to air heat pumps

Any other heating appliances that are installed as part of the property's heating system (such as boilers,

cylinders and solar panels - unless stated otherwise within these Terms & Conditions)

About your Heat Pump Service

We aim to schedule services approximately every 12 months, however during periods of high demand (for example, during cold weather) we prioritise breakdowns and may need to rearrange your service.

Please make sure that you have the manufacturer’s instructions available for the engineer when they attend. 

Unvented Cylinder Service

What is included

A service of your Unvented Hot Water Cylinder completed by a qualified engineer, including:
 

An inspection of the cylinder and its installation pipework, as required by the manufacturer to ensure it is

safe and in line with regulations. This includes, where required,

Checking the operation of the isolation valves, safety relief valves and discharge pipework

Testing water flow rates and in-line strainer, water temperatures, the function of an immersion heater

and operation of the thermostat

Checking the expansion vessel pressure and recharging if required

Checking the general condition of the cylinder, and for leaks

Updating the service record

What isn’t Included
 

Any replacement parts or repairs needed to the Unvented Hot Water Cylinder, heating source or heat

distribution system (found during a service)

Maintenance that is not part of the standard manufacturer's service

Thermal storage units

Any other heating appliances that are installed as part of the property's heating system (such as boilers

and solar panels - unless stated otherwise within these Terms & Conditions)

About your Unvented Cylinder Service

We aim to schedule services approximately every 12 months, however during periods of high demand (for example, during cold weather) we prioritise breakdowns and may need to rearrange your service.

Please make sure that you have the manufacturer’s instructions available for the engineer when they attend.

General Exclusions

The following are also excluded from this Plan and therefore HomeServe will not be liable for any of the following:

systems/equipment/appliances that have not been installed, serviced or maintained regularly according to Building Regulations, British Standards and/or manufacturer’s instructions; or that are subject to a manufacturer’s recall

Any defect, damage or breakdown caused by malicious or wilful action, negligence, misuse or third party interference, including any attempted repair or modification to the elements included in this Plan, which does not comply with Building Regulations and British Standards

Any situation where due to health and safety, a specialist person is required, e.g. where asbestos is present.

General Conditions

Your Responsibility

Eligibility

This Plan is only suitable for those responsible for paying for repairs to their Property. It must be your private residence, or you rent it out (with you being the landlord). You need to confirm if your Property is a house or flat and whether you are a landlord when you apply. The Property must not be a mobile or park home, or a dedicated full time business premises such as: a hotel, multiple room B&B, factory, shop, office building or pub. This contract only applies to properties located within the United Kingdom comprising England, Wales, Scotland and Northern Ireland (excluding Isle of Man and the Channel Islands). Please check that you do not have an arrangement elsewhere before taking out this Plan to avoid overlap with another provider.

Renewal

We will contact you before the Plan ends to arrange the renewal of the Plan and tell you your renewal price. Adjustments may also be made to reflect the cost of providing the Plan and any change in the rate of tax applicable to it. We reserve the right to refuse renewal of any individual Plan and we will inform you before the Plan expires if we choose to do so. Please check your renewal documents to ensure that all your details are correct. If the Plan is set to automatically renew; the Plan will continue under your existing payment method and new amount. If the Plan does not automatically renew; we will ask you to contact us in order to continue with the Plan and to provide your payment details. If you do not contact us the Plan will end. You can change if the Plan automatically renews or not at any time during the Plan period by calling us, writing to the Freepost address, through your online account or by visiting homeserve.co.uk/autorenewal

Changing your address

If you move home and need to update your address, use your online account, call us or write to us (see ‘Contact Us’ section). You are responsible for informing Cambridge Clean Heat of a change of your address so we can assess if the Plan can be transferred to your new home.

Missing payment

If you fail to make a payment for the Plan on the due date, the Plan will be suspended and you will not be entitled to any service(s) under this Plan. If you do not pay the requested amount within 30 days of the due date, the Plan will be cancelled. You will remain liable for any due and outstanding payment for the period up to the date of cancellation.

Our Visit

Parking restrictions

When arranging your service(s), you will be asked if there are any parking restrictions including need for a parking ticket, a parking permit or inability to park within close proximity to your Property. Where no parking is available, this may affect your service being completed.

Creating access

When our engineer arrives at your Property, if direct access is not available, they will need to create access. If you want them to proceed on this basis you will need to confirm this while they’re at your Property. Homeserve will not be liable for any damage which may be caused to the Property, its contents, fixtures, fittings, floorings or sanitary ware, whilst the engineer attempts to create access (unless such damage is as a result of our engineer’s negligence). If you do not want our engineer to create access, we will be unable to progress your service until you have arranged for access to be made.

Cancellation and Complaints

How can you cancel

If you wish to cancel the Plan; you (as the named Plan holder) or an authorised representative, must contact us (see ‘Contact Us’ section). You may cancel the Plan at any time and choose an appropriate cancellation date. Depending upon whether you have received the service(s) provided under this Plan, any refund (or amount owed by you) may be calculated as follows:

We will refund any amount of the Fee you have paid as long as no work has been performed.

If any work has been performed under this Plan, you will waive any statutory right to cancel the Plan and you will not receive a refund and must pay any remaining outstanding balance due.

We will make three attempts to contact you to make an appointment after which there will be no refund.

How can Cambridge Clean Heat cancel

Cambridge Clean Heat reserves the right to cancel the Plan prior to the service being carried out, by giving you at least 7 days' notice at your last known address. In these circumstances Cambridge Clean Heat will refund the amount of the Fee paid in full.

How do I complain
Only the named Plan holder(s) or an authorised representative can make a formal complaint.

If you wish to register a complaint, please contact us in writing at the Freepost address, by calling us on the Customer Service number or by emailing cambridgecleanheat@gmail.com Every effort will be made to resolve your complaint to your satisfaction as quickly as possible.

Plan Period

The Plan will continue for a period of twelve months, unless it is cancelled by you or us before then.

Contract Terms

Your contract

This Plan is provided for you by Cambridge Clean Heat. If you need to contact Cambridge Clean Heat regarding the Plan, please call or write to us (See 'Contact Us' Section).

1  Cambridge Clean Heat will agree service standards for the delivery of services provided by the Plan.

2  Cambridge Clean Heat will collect the Fee in accordance with your instructions.

3  Cambridge Clean Heat may only amend these Terms and Conditions for legal or regulatory reasons. Where this change benefits you, we will make the change immediately and notify you by email.

Contact us

Customer Service number 01223 297893

Book your Service Call: 01223 297893

postal address
61 Windmill Close, Over, cambridgeshire, CB245QF.