MAINTENANCE & SUPPORT PLANS FOR YOUR BOILER TERMS AND CONDITIONS
This plan provides you with services to help keep your boiler maintained, supported and in good working order. These terms and conditions set out your and our responsibilities in relation to your plan.
Is this plan right for you?
You must be 18 years old or over and resident in the United Kingdom to be eligible.
We/Us/Our: Derby Gas Services Limited, the provider of the plan, a company registered in England and Wales under company no. 08369462 with its registered office at Mabe Allen. 3 Derby Road, Ripley, Derbyshire, DE5 3EA
You/ Your: the person named on your plan
Boiler: the mains-connected natural gas boiler cared for by this plan (this only includes the parts inside the boiler casing; it does not include the flue).
Controls: the programmer (time control), central heating circulating pump, motorised valve(s), zone valve(s) or diverter valve(s), room thermostat and the cylinder thermostat. All elements of the controls must be standard.
Heating equipment: the boiler and its controls, cared for by this plan. Your heating equipment may also include the system, depending on the plan you have selected.
home: the property at the address we have listed against the plan.
Maintenance & Support Services: the maintenance and support services set out in “What Maintenance & Support Services does the plan provide?” below.
Plan: this contract for maintenance and support services.
System: the radiators (excluding decorative or curved ones), radiator valves, expansion tank, the above-ground visible pipework directly associated with the provision of central heating (excluding any taps and their direct supply) and vented hot water cylinders holding less than 40 gallons or 182 litres.
The system does not include thermal stores, their feeds, outlets or controls.
Thermal store: cylinders running directly off mains pressure water, and not from a cold-water storage cistern/tank, and can often be identified as a cylinder which is not open to the atmosphere.
What does this plan provide?
This plan provides maintenance and support for your heating equipment, as long as it is operated in a domestic environment. It is designed to help make sure your heating equipment continues to work correctly and to minimise the chances of mechanical and electrical breakdown.
What heating equipment is eligible for this plan?
Your heating equipment must be:
Your heating equipment cannot be:
What Maintenance & Support Services does the plan provide?
The Maintenance & Support Services are set out in the sections below and as described further in these terms and conditions.
Please note, if your plan has a wait period (see the start date on your plan) until your first inspection has been carried out we will not provide any maintenance and support services. We aim to complete all first inspections within 30 days of second payment. We can provide repairs during this grace period but any charge for work carried out cannot be reclaimed against your service plan.
Some Boiler Care plans also require you to pay a call-out fee for onsite visits. If this applies to the plan you have selected, the amount of the call-out fee will be set out in your welcome letter.
We do not offer a 24 hour, 365 day cover. This is because on 99.9% of breakdown calls your appliance / product will need a replacement part, which will have to be supplied by one of our Merchants. They are open on 8.00am – 5.00pm Mon-Friday & Saturday 8.00am – 12.00pm. Therefor, we have cut off times for attending breakdowns Mon-Friday Last call 4.00pm (Saturdays 11.00am), to allow time to reach your property, diagnose fault, and collect from merchants, (if in stock).
To ensure your heating equipment continues to work correctly and to optimise its performance, you can access our Maintenance & Support Services online at https://www.derby-gas-services.co.uk/
We will contact you each year when the annual service is due to arrange for an authorised service technician to visit your home and perform an annual service on your heating equipment (your boiler, controls and if included the system); to ensure that it is working efficiently. We aim to give a minimum of 2 Weeks’ notice. Thus giving the company chance to make alternative arrangements to fill your allocated time, and for you to give us an alternative Day & times so we can programme your service in on the next available schedule. If you do not hear from us within this time period, you can also arrange it by calling 01773 746574. The annual service will be carried out to statutory requirements and in line with the manufacturer’s recommendations. The service technician will also offer you advice on how to use your heating equipment. Subsequent annual services will be carried out on or around the anniversary of the preceding annual service, subject to the availability of service technicians and your appointment preferences.
In order to help ensure your heating equipment continues to function correctly, you can access our online boiler information portal for maintaining your heating equipment, we also provide email support at the following email address email@example.com. In addition, you can call us on 01773 746574 throughout the duration of the plan term if there is a problem with the operation or functioning of your heating equipment or if your heating equipment fails the annual service (if one is provided). Lines are open, from 8am to 4.30pm, Monday to Friday (excluding bank holidays)
We will try to resolve the problem remotely. If we are unable to resolve the problem remotely and your heating equipment fails to function correctly, we will approve an onsite visit one of our engineer to get your heating equipment working correctly again (see “Onsite visits”).
If you have purchased a plan with a call-out fee, before an onsite visit is arranged you must pay us the call-out fee. The call-out fee is not payable if you require a second onsite visit within 30 days of a previous onsite repair visit.
Note, onsite repairs will not be approved for your boiler or its controls while the boiler is under its manufacturer’s guarantee.
Where an onsite visit is approved, we will organise the service technician visit your property, given a minimum 4 hour notice. Onsite visits will take place during normal working hours which are 8am to 4:30pm Monday to Friday and 8am to 11:30 Saturday (except on public holidays). They may include repairs and further maintenance checks carried out on your heating equipment. We will pay for costs for call-out (other than the call-out fee, if one applies to your plan), labour and parts (including replacing parts of the system if this is included), as long as these are not covered by a manufacturer’s guarantee. You must use our approved service technicians. Please have your plan documentation to hand when the service technician arrives.
Note all the service technicians we use for the plan will be Gas Safe registered
If our service technician finds that your heating equipment is unsafe (and, if relevant, it cannot be immediately repaired) they’ll label it and with your permission condemn it (disconnect / isolate it) and it must not be used again until the fault has been corrected. This is extremely important for the safety of those at the property.
If you smell gas or are worried about gas safety, you can call the National Gas Emergency Service free on 0800 111 999 at any time, day or night
If our approved service technician is not able to repair your boiler, or we decide that it is uneconomical for us to repair your boiler (because for example the repair would cost more the price of a new boiler), we will arrange to replace your boiler with a new boiler up to a value of £750 inclusive of VAT
Under this plan, we will not be responsible for any installation or delivery costs. We will also not pay for a replacement flue or any system upgrading work if this is needed for the new boiler.
Subject to availability and the price limit, the replacement will be of the same or similar technical specification.
Duration and renewal of your plan
If your plan has a wait period (see the start date on your plan) it will start after the 30 day wait period has ended. In all other cases your plan will start immediately.
The start date is set out in your welcome letter. The plan then continues until the ‘renewal date’, as specified in your plan (unless ended in accordance with these terms and conditions). Before your plan ends, we will contact you by post, telephone, email or SMS about renewing. Your renewal notice will show the new amount to pay and your renewal date. The fee payable may increase at renewal.
A cooling off period (lasting 14 days from renewal of the plan or the day on which you receive your renewal documentation, whichever is the later) applies at the renewal of your plan. We reserve the right not to offer you a renewal on your plan.
The following are excluded from the plan:
In addition to the ‘General exclusions’ above, the plan does not provide care for the following:
Paying your fees
If you pay the monthly fees (inclusive of all applicable taxes) by Direct Debit, you must make regular payments in accordance with the ‘Payments schedule’ set out in your plan documentation. If we are unable to collect a payment from your bank we may attempt to request payment again unless you advise us otherwise. When you have paid the monthly fees by Direct Debit for the number of consecutive months shown in the ‘Payments schedule’, if the initial term has not yet expired, no further payment will be taken for the remainder of the initial term. Before your plan ends, we will send you a renewal notice (see ‘Duration and renewal of your plan’ above).
If you choose to pay all the fees for the period in advance in one payment, you must pay this amount (inclusive of all applicable taxes) before the plan starts.
If you do not pay for your plan on time, it will be suspended from the due date. No Maintenance & Support Services will be provided past this date unless payment is received. We may use a collection agency to recover any amount owing to us.
Cancellation and ending of the plan
Cooling off period – Changing your mind
You will receive a full refund if you cancel the plan within the fourteen (14) day period from receipt of your documentation or from the plan start date, whichever is later (the cooling off period).
After the cooling off period
If you cancel your plan after the cooling off period and after the manufacturer’s parts and labour guarantee period, then the following will apply:
How to cancel
If you wish to cancel your plan, please contact us on 01773 746574 (8am to 4.30pm, Monday to Friday, except public holidays). You can also cancel by writing to us at the address specified in the ‘Customer services details’ section.
If you are paying by Direct Debit and tell your bank to cancel your Direct Debit Instruction, but do not contact us first, we will not immediately cancel your plan. If you do wish to cancel, please contact us directly to avoid any communications regarding outstanding payments.
Our right to cancel your plan or bring it to an end
If at any time your heating equipment is replaced, your plan will automatically end and no refund will be due (see ‘Boiler Replacements’ above).
If we have reasonable grounds to suspect that your behaviour is in any way dishonest, exaggerated or fraudulent then we may cancel the plan immediately (as well as any other plans you have with us) without any refund of fee or call-out charges (see ‘Fraudulent activity’ below).
We may cancel this plan as well as any other plans you have with us where there is a valid reason for doing so by giving you at least 7 days’ written notice and you will receive a pro rata refund of any fees paid for the remaining unexpired days of your plan. Valid reasons include but are not limited to the following:
Customer services details
For customer services: call 01773 746574 or write to us at Derby Gas Services Ltd. Unit 6.3 Derwent business park, Heage Road, Ripley DE5 3BZ or email us at firstname.lastname@example.org
Lines are open, at a minimum, from 8am to 4.30pm, Monday to Friday (except public holidays).
How to complain
If you wish to complain or you are unhappy with the service provided, please contact our customer services team (see ‘Customer services details’ above). If you are not satisfied with how we respond you can then ask the Consumer Ombudsman to review your case. They can be contacted at: Consumer Ombudsman, PO Box 1263, Warrington WA4 9RE, on their website www.consumer-ombudsman.org or by email at: email@example.com
Restrictions on transferring your plan
With our permission you may transfer your plan to a new owner of the heating equipment by giving us their details either over the telephone or in writing. You cannot transfer it to any other heating equipment.
Changes to these terms and conditions
We may modify or replace these terms and conditions in order to:
We will give you thirty (30) days’ written notice of any change that could affect your rights or obligations and provide you with a brief explanation of such changes. The new terms and conditions will take effect from the date specified in the notice. If you do not agree with the changes, you may cancel the plan by notifying us within that notice period and you will receive a pro rata refund of any payments that you have made for the unexpired days of your plan.
Data Protection Information
Derby Gas Services Ltd responsible for maintenance & support plans and the Data Controllers for your information.
This is a brief summary of how we’re protecting and respecting your privacy in accordance with data protection legislation.
How do we use your data?
We use the data we hold about you in order to provide your appliance protection, handle repair requests, or let you know about information, products or services that interest you, or for analytical or statistical purposes. We also use it to safeguard against fraud and money laundering, and for the rare event of product safety recalls.
Do we share your data?
Your data is only shared with other companies who provide products or services to us, or who perform services on our behalf.
What happens with international data transfers?
We do not transfer your data outside the UK.
What are your rights?
You have the right to ask us to:
How long do we keep your data?
We will not keep your information for any longer than is necessary. In most cases that’s 10 years (reasonable expectation of average product ownership), or 6 years following the expiry of a contract.
Any other questions?
To contact us for more information on how your data is stored, please go to www.derbygasservicesltd co.uk/contact
Exclusion of third party rights
No rights or benefits will be given to any other third party under the plan.
We may provide your details to third parties in order to detect possible fraudulent activity.
If we have reasonable grounds to suspect that you have (or anyone acting for you has):
Governing law and statutory rights
We will communicate with you in English and English Law will apply unless we agree otherwise with you. Nothing in the conditions will reduce or affect your statutory rights; for further information about your statutory rights contact the Citizens Advice Bureau: www.adviceguide.org.uk or 03454 04 05 06.
Access and support
We offer a number of services for customers who have disabilities including providing our documents in Braille, large print or audio formats. We may also make accommodations to the way we provide our services on a case by case basis. For further information please contact us (see ‘Customer services details’ above).
This maintenance and support plan is provided by Derby Gas Services Limited. Registered in England. Company No. 08369462.
Registered office: Mabe Allen. 3 Derby Road, Ripley, Derbyshire, DE5 3EA