Thank You for taking out a Boiler Plan with UK Service Plan. We are thrilled that You’ve chosen Us for Your Boiler and Home Emergency Cover. 

This document, also known as the “Plan” from time to time, embodies the full understanding between both parties regarding the services and Support We are committed to providing under the stipulations of this Plan. 

This cover is a Boiler Plan and not a Boiler warranty/insurance plan. This cover does not cover normal day-to-day property maintenance which You should carry out or pay for, such as items which tend to gradually wear out over a period of time or need periodic attention which show on your annual Boiler Service. Please note that we do not replace complete boiler units.  

For those opting for an annual payment, the Agreement takes effect from the date of Your purchase or the date of renewal and remains valid for twelve months following the receipt of Your payment. Annual fees are charged to Your credit or debit card. 

If You’ve chosen a month-to-month service, the Agreement begins when We receive Your initial payment and continues in monthly increments for as long as each successive payment is received. Monthly payments are processed via direct debit. 

Please be aware that should there be a failure to meet the payment due date for either the monthly or annual Plan, We hold the authority to cancel this Agreement with immediate effect. 

It is important that You read these Terms & Conditions carefully in conjunction with Your Service Plan. Together these form Your Service Agreement with Us. It is Your responsibility to read through the terms and conditions of this Agreement to ensure the cover suits Your needs. If You are unsure whether something is excluded from the annual service, please contact Us. 

This Service Agreement is valid within the United Kingdom and should be regarded as a Service & Support Agreement, distinct from an insurance policy or contract. There is no transfer of risk associated with this Agreement as it does not constitute an insurance contract. Consequently, apart from Our inherent responsibilities as a service provider under the Consumer Rights Act of 2015, We are not obliged to deliver any benefits, anticipated or otherwise. This Agreement is administered under the trade name UK Service Plan, which is a part of UK Service Plan LTD, a company incorporated in the UK. The registered office of 91 Princess Street, Manchester, M1 4HT. Company registration number: 13225650. 

Where a word appears in Bold print it has a special meaning as defined below: 

Definitions: 
 

Administration Fee 

A fee of £45.00 to cover the administration expenses for processing a cancellation. 

Advantages 

These form supplementary aid, services, and perks We might offer at Our discretion without any obligation. 

Agreement 

This document signifies the contract established between You, the customer, and Our company, regarding the yearly maintenance service We provide for Your boiler. 

Assistance 

This involves providing You with Remote guidance to resolve any problems You may encounter. 

Authorised Repairer 

An independent tradesman approved and authorised by Us to carry out repairs and replacements. 

Authorised Representative 

Any person You have appointed to act on Your behalf by giving Your consent in writing. 

Beyond Economical Repair 

Where Our Authorised Repairer has stated the Boiler is not repairable, or after an Authorised Repairer 

has attended and diagnosed the problem and found that the price of the repair is more than reasonable, Your Boiler will be deemed Beyond Economical Repair as it will be more cost efficient to replace than to repair. Please note that no money towards a new Boiler will be contributed. 

Boiler Service 

This is the yearly maintenance check performed on Your residential mains gas Boiler. 

Breakdown 

A sudden and unforeseen malfunction failing causing the unit or system to operate improperly or not at all. 

Claim Limit 

As shown on Your schedule. The Schedule will confirm maximum number of claims and amount in each Service Plan year. The amount includes: call out charges, labour, materials, parts and VAT.  

Commencement Date 

This is the Start Date as shown on Your Service Plan. 

Complaint 

Complaint stands for a written or verbal Complaint application made by You regarding non-performance by Us. 

Cosmetic Damage 

Damage that does not affect the normal operation of the Boiler including but not limited to, dents, discolouration, marks and scratches. 

Coverage Area 

This includes mainland Great Britain, Northern Ireland, the Isle of Man, and the Channel Islands. 

Definitive Repair 

Work performed to permanently rectify damage caused by an emergency. 

Dispute 

Dispute stands for a written or verbal application made by You regarding non-compliance with the terms of an agreement between You and Us in relation to the Services provided by the Company. 

Emergency 

For the moment you need immediate help in your home, such as the complete loss of heating/hot water, a burst pipe causing internal damage to your home or the failure of the only toilet available in the property. 

This will cover you for temporary repairs to limit or prevent damage to your home (or if at a similar expense, completing a permanent repair). Please note: Claims must be reported within 48 hours – claims reported after this will not be accepted. 

Excess 

Means the amount of money You must pay as the first part of each and every claim. 

Geographical Limits 

Compromising of the mainland of Great Britain only. 

Interim Fix 

A temporary repair conducted by an Authorised Repairer that addresses an immediate emergency, but will eventually need to be followed by a more lasting solution. 

Irreparable 

This term applies when the cost to fix the boiler surpasses the expense of installing a new one or its current value. 

Mechanical Part 

Any parts which have powered movement during normal operation.  

Package 

This means the array of service and Support Plans We offer, each having different optional benefits and tiers of Support. 

Pest  

Rats, mice, wasps and hornets  

Plan 

This term is synonymous with this Agreement. 

Property 

The house, bungalow or self-contained flat/maisonette, excluding any detached garages or outbuildings at the address shown in Your Property Service Plan. This excludes bed-sits or properties with multiple occupation/residential or nursing homes. 

Residence 

Your dwelling, such as a house, bungalow, or self-contained apartment, as indicated in Your Schedule, which does not include separate structures like garages or annexes. It excludes properties like bedsits or any home that is part of a multiple occupancy setting, as well as residential or care homes. 

Remote Assistance 

Support provided Remotely, either by phone or through other means, which does not require a home visit. 

Service Check 

A check carried out either by phone through a series of questions or by Us or an Authorised Repairer carrying out a check of the Boiler at Your home. 

Service Fee 

This is the charge that You are required to pay for each request for Support under this Agreement. 

Service Plan 

A document outlining the what is covered for in this agreement and key points of Your plan. 

Service/Repair Request 

This is Your application for Assistance or maintenance under the terms of this Agreement. 

Share of Cost 

The portion of the payment You are responsible for at the initiation of each service request. 

Schedule 

A document We issue that confirms the start date of Your Support Plan and the particulars of Your chosen Package. 

Support/Repair Cap 

This indicates the reasonable limit to the Support services and the total amount of Assistance We are willing to provide each year, as detailed in Your individual Schedule. 

Support Hotline 

Our team of technicians available to diagnose many issues over the phone. 

Support Tier 

The level and extent of Support We offer for various parts of Your dwelling, such as plumbing, boiler, and heating, which is determined by the Package You select. 

Technician Dispatch 

The act of sending out a Authorised Repairer to Your location for a repair or Boiler Service. 

Unoccupied 

A term describing a state where You or anyone with Your authorisation is not residing in the Residence. 

Upkeep 

This refers to the annual boiler service provided for Your boiler. 

Urgent Situation 

A prompt and unforeseen event at Your Residence that demands immediate attention to prevent health hazards, ensure the security of the Residence, prevent or halt further damage, or to restore Essential Household Services. 

Validated Service Request 

This refers to Your solicitation for repair or Support, beyond the routine annual maintenance of Your boiler, which We, at Our discretion, have approved and arranged for an Authorised Repairer to visit Your Residence. 

  VAT 

Value Added Tax calculated at the prevailing rate. 

  We/Us/Our 

  UK Service Plan is a trading name of UK Service Plan Ltd and is incorporated in England & Wales with     Company Registration number 13225650. 

 You/Your 

 The person named on the Service Plan/Schedule. 

What this Service Plan Includes 

1.1 This is a Service Agreement between You and Us. It is not a contract of insurance or an insurance policy. For the avoidance of doubt the repairs of breakdowns to Your Home Emergency and Boiler needs is entirely at Our discretion. 

The purpose of this Agreement is strictly for continuous repairs to Your Residence’s mains gas boiler, Boiler Service and Home Emergency breakdowns. Please note that the Boiler Service does not extend to boilers located in commercial or rented properties, which may need different certifications or have specific entry criteria. If Your boiler is situated in such a Residence, We encourage You to get in touch so We can discuss an alternative Service Agreement that would better accommodate Your circumstances. 

Consistent with Your statutory consumer rights, We aim to perform with due diligence and professional care. Our objective is to ensure that the services provided by Our Authorised Repairers adhere to the widely accepted standards of their profession. In the event that a failure occurs post-repair, replacing or servicing by Our Authorised Repairer, We will assess whether the issue resulted from the service provided. If it is determined that the failure was due to the Authorised Repairer‘s workmanship, Our Authorised Repairer will rectify the matter to a level We deem appropriate within the reasonable scope of work. Should there be a need for additional components that surpass what We consider reasonable, the associated costs will be charged to You separately. 

In the event of a covered event in Your Residence, We will: 

• Help arrange for a Authorised Repairer to be sent to Your Residence 

• Advise You on any steps needed to make the property and yourself safe 

• Organise and pay the cost of providing any further assistance such as parts needed, excluding any excess up to the claim limit per claim including VAT subject to the terms and conditions of Your Service Plan. 

Where a permanent repair or replacement is completed by an Authorised Repairer by Us the work is guaranteed for 14 days from the date of the claim by Us. If You experience the same fault within 14 days, any deposit/ excess or booking fee will be refunded.  

1.2 Any accepted claims for repair/replacement made under this agreement within 45 days of Your Service Plan starting will be subject to an additional £250.00 Contribution by You. 

1.3 We reserve the right to choose whether to repair or replace the Appliance or pay You the sum of the repair/replacement to repair/replace in cash. 

What this Service Plan Does NOT Include 

2.1 There are certain conditions and exclusions that apply so it is Your responsibility to read over this document carefully to ensure the cover meets your needs and any questions you do have, We can answer for you.  

• Should You require assistance that is not covered. We may be able to arrange assistance on a pay-as-use basis, so please contact Us to see what We can do in such events. 

Annual Boiler Service 

3.1 Please see Your plan schedule to see if a Boiler Service is included in Your plan. 

Although We aim to remind You annually, it remains Your responsibility to arrange for Your Annual Boiler Service. If You do not Schedule this service, please be aware that You will not be entitled to a refund for any missed Boiler Service. 

We Schedule Boiler Services from May to October annually for a booking fee of £30. Once We receive the booking fee, We will then book this for You. 

This Agreement entitles You to a single Boiler Service during each yearly term. If Your boiler has been serviced recently, We will wait to complete Our service until the expiry of the current service certification. Should there be a lapse in Annual Boiler Servicing on Your part, or should You arrange a service outside of May to October, there is a booking fee of £59. Once We receive the booking fee, We will then book this for You. 

Our Boiler Service checks consist of:  

• Gas pressure and heat input verification; operating pressure reset 

• Flues and terminals check; all safety devices check 

• Ventilation check 

• Combustion fan check, heat exchanges check, ignition system check, gas and water seals check, burners check/clean 

• Where possible a Combustion performance test; controls check 

• Heating controls / energy efficiency advice. 

All boilers and services in accordance with Gas Safe Regulations. The procedure of services may different depending on the Boiler. If maintenance works or faults are identified, We will inform You of any remedial action required. Please note that remedial works are not covered and it is Your responsibility to send us confirmation of the works completed. 

Where safety issues are identified, the Authorised Repairer will follow the Gas Industry Safe Situations Procedure, which might mean the boiler cannot be used until the issues have been rectified. 

To arrange Your Annual Boiler Service, You will need to call Us to arrange this. If you do not call Us, We will assume that You do not want one for that particular period of Your Plan. If this arises, We will not reimburse any of the Plan’s fees. 

Please note that We only cover Gas Boilers. We do not cover: Back boilers, dual purpose boilers, Liquid Petroleum Gas (LPG) boilers, Electric boilers, Oil or Solid fuel boilers.  

Domestic Boiler and Heating Systems 

4.1 You will need to provide evidence that Your Boiler has been maintained and serviced in accordance with manufacturers specifications by sending Us a copy of Your certificate/information. Failure to do so may incur additional excess fees.  

Water Supply  

Gas Supply  

Electrics 

Plumbing and Drainage 

Taps and Toilets 

Pests 

How to make a claim 

11.1 You must contact Us as soon as You become aware of a Breakdown or Emergency as soon as possible. 

11.2 You must contact Us on Our repair’s helpline on 0333 880 1657 and one of Our remote technicians will   guide You through the process. 

11.3 We will arrange for an Authorised Repairer to assess the situation and carry out Emergency Repairs. 

11.4 We will pay up to a maximum of £1,000 on Your Service Plan for any claim including VAT, callout charges, labour, parts and materials. The total claim limit per annum is up to £3,000. 

11.5 We cannot be responsible for any inconvenience, loss or damage caused by a delay in the manufacturers, or their suppliers or agents, in supplying spare parts. 

11.6 You must not arrange for an Engineer yourself without Our prior approval. In the event You incur charges without having Our approval. We will not pay the Engineer on Your behalf. 

11.7 If We authorise You to make arrangements for Your own appointed Engineer You must ensure that they contact Us on the Repairs helpline before commencing any chargeable work. 

11.8 You must ensure all invoices are made out UK Service Plan Ltd, and if the Engineer is VAT registered, they must send Us a VAT invoice within 14  days of the work being completed. 

11.9 If We decide not to approve Your request for a repair, We will refund You all payments made to date within 28 days. 

Your Obligations 

SUSPECTED GAS LEAKS MUST ALWAYS BE REPORTED TO NATIONAL GAS EMERGENCY SERVICE ON 0800  111 999 

12.1 You should answer the initial questionnaire accurately, provide honest answers to all questions asked and provide any additional information that is relevant. Failure to do so may lead to the Service Plan being invalidated. 

12.3 You have a duty of care to look after, handle and operate Your Boiler in accordance to the Manufacturers guidance. 

12.4 You must ensure that if You change Your Boiler, You contact Our customer service helpline to ensure Your Service Plan is updated to reflect this change. Failure to do will result in this Boiler not being covered. 

12.5 You must ensure that You allow Our Authorised Repairer access to the Boiler. If the Boiler is built-in to a cupboard for example, You must at Your own expense arrange for the Boiler to be easily accessible all round. If Our Authorised Repairer attends and finds that they do not have access You will be charged a £80.00 call out fee. 

12.6 You must ensure that You check the Service Plan thoroughly to ensure that all the information is correct. In particular You should check that the make and model of the Boiler listed on the Service Plan is correct. If the details are not listed, please contact Us. 

Payments Charges & Fees 

13.1 You authorise Us to take the amounts shown on Your Service Plan on the dates shown on Your Service Plan. 

13.2 Your Service Plan is set automatically to auto renew upon expiry for a further 12 months. You agree to allow Us to continue the same payment plan. 

1. If You do not want to automatically renew Your plan You must let Us know at least 14 days 

before the plan renewal date. 

13.4 If You request a repair during the first 12 months of Your Service Plan, We reserve the right to request the remainder of Your plan price to be paid before commencing work if You are paying monthly for Your plan. 

13.5 You must promptly pay Us or the Approved Repairer for all work authorised by You which is not covered under Your Service Plan. 

13.6 A £45 Administration fee will be applied should You cancel Your Service Plan 28 days after the Start Date. 

Revision and Transfer Provisions for Agreements 

For Annual Agreements: Changes to the Agreement terms or service pricing will only be implemented at the time of Your next annual renewal. 

For Monthly Rolling Agreements: We reserve the ability to modify this Agreement‘s details whenever necessary. Should there be significant changes, We will notify You at least 30 days in advance for reasons such as: 

• Minor wording adjustments that do not affect the Agreement’s essence or the benefits offered, aiming to enhance clarity. 

• Compliance with legal or regulatory changes, including decisions from regulatory bodies, or alterations to codes of practice or industry standards that influence Your Agreement. 

• Adjustments due to tax changes that impact Your Agreement, such as VAT alterations. 

• Reflecting cost fluctuations associated with providing Your Agreement, which could stem from changes in the number, cost, or predicted timing of Support Requests factored into Our pricing strategy. 

• Modifying any component of this Agreement or the benefits it encompasses, which may include eliminating one or more exclusions. 

• Updates due to the cost of technological, service, or system developments supporting this Agreement. 

• The potential reassignment of this Agreement to a different entity. 

Should a change be to Your benefit, We may enact it immediately, informing You within a month of its implementation. 

We also maintain the prerogative to transfer this Agreement to another entity at Our discretion. 

Cancellations 

1. You can cancel Your plan at any time by emailing: enquiries@uk-serviceplan.co.uk or by calling  

0333 880 1657. 

14.2 Cancelling within 28 days of the Start Date – You can cancel Your Service Plan within 28 days of Your start date for a full refund provided You have not made any request for Repair or Replacement. 

14.3 Cancelling after 28 days of the Start Date – Your plan will be cancelled once the Administration fee has been paid and You will not be entitled to any refund. 

14.4 We reserve the right to cancel Your plan at any time by giving You 28 days notice in advance. We will refund You on a pro-rata basis for the remaining of Your plan. 

14.5 Any refunds will be paid within 28 days of Your request for a refund. 

Complaints and Disputes 

15.1 We seek to provide You with an extremely high standard of service. In the unlikely event that You are dissatisfied with the service provided please contact Us by either: 

• Calling Our free phone helpline number 0333 880 1657;  

• Writing to Us at UK Service Plan Ltd, Customer Service Department, 91 Princess Street, Manchester M1 4HT; or  

• Emailing Us at enquiries@uk-serviceplan.co.uk 

When sending the correspondence in writing, You need to state in the subject of letter/email that You are willing to make a Complaint, a Dispute claim or a request, so We can distinguish the Complaints and Dispute Claims from regular queries. 

1. We accept correspondence and notices in English language only. 

1. The Complaint or the Dispute claim of You is deemed to be received and registered by Us when: 

15.3.1 We send a confirmation email to You; 

15.3.2 We receive and register the correspondence letter. 

15.4 We will acknowledge Your complaint within 5 business days of receiving it and do Our best to resolve matters within 14 working days.  

15.5 If You are dissatisfied with the first response You receive, please let Us know and We will pass this to a manager to review and We will then send You a final response in writing.  

1. We aim to respond and resolve all complaints and Disputes within 8 weeks. 

15.7 The above complaints procedure is in addition to Your statutory rights as a consumer.  

15.8 The contract, and any Dispute or claim arising out of or in connection with it or its subject matter shall be governed in accordance with English law. 

15.9 For information about Your statutory rights, contact Your local authority trading standards service or citizens advice bureau.  

15.10 The courts of England and Wales shall have exclusive jurisdiction to settle any Dispute or claim.  

General Conditions & Data 

Data Handling 

We, as the data controller, gather and manage Your personal details to fulfill the services and products You’ve requested. Your representative also provides Us with updates including Your name, address, risk information, and more, as long as Your Agreement is active, enabling Us to: 

• Fulfill Our Agreement duties to You; 

• Issue this Agreement; 

• Handle any Support or Assistance requests You might have; 

• Conduct Agreement services like administration, payments, and transactions; 

• Detect and curb illegal activities that might impact the validity of Your Agreement. 

For Agreement administration and to address Support Requests, Your information may be disclosed to reliable partners, including entities within UK Service Plan Limited, third-party admin groups, repair services, and claim management firms. Some may operate from outside the EU, under different data protection laws. We strive to ensure Your data’s protection through stringent Agreements. 

We will share Your data with others only upon Your consent or if legally mandated by government agencies. 

Fraud prevention agencies may access Your data to deter fraud and money laundering, and for identity checks. Detected fraud may lead to service denials. You can learn about Your rights regarding this at www.cifas.org.uk/fpn. 

Data Protection 

Your information is processed because it is necessary for the Agreement, in public interest, or aligns with Our legitimate business needs. If these do not apply, We will seek Your consent. 

We store Your data on secure UK or EU servers and keep it during and beyond the Agreement’s duration for regulatory compliance and to respond to authorities. 

Accessing and Amending Your Information 

You are entitled to request Your personal data We hold. Contact Us at compliance@uk-serviceplan.co.uk to request this. This is usually free, however, We can charge a ‘reasonable fee’ for the administrative costs of complying with a request if it is manifestly unfounded or excessive, or if an individual requests further copies of their data. 

Should You find any inaccuracies in Your information, You have the right to have it corrected or removed. 

To lodge a data use complaint, please reach out to Our Complaints manager at compliance@uk-serviceplan.co.uk. You may also directly approach the ICO for grievances at https://ico.org.uk/. 

16.1 The contract, and any Dispute or claim arising out of or in connection with it or its subject matter shall be governed in accordance with English law. 

16.2 Your details will be held and used by UK Service Plan Ltd and selected companies acting on Our behalf to administer Your Service Plan. We may disclose Your information to Our service providers and repair engineers to enable them to carry out a repair. We may also use Your data for training and testing purposes. In addition, We may pass Your data to any relevant regulator or Dispute resolution provider.  

16.3 If You have given Us permission, Your details may also be used by Us or third parties for other marketing purposes. We and the third parties (if applicable) may contact You by mail, SMS, telephone or email. If You no longer want Your data to be used by third parties, please contact Us by either: 

• Calling Our free phone helpline number 0333 880 1657;  

• Writing to Us at UK Service Plan Ltd, Customer Service Department, 91 Princess Street, Manchester M1 4HT; or  

• Emailing Us at data@uk-serviceplan.co.uk 

16.4 If You notice that any details, We hold about You are incorrect then You should promptly notify Us by: 

• Calling Our free phone helpline number 0333 880 1657;  

• Writing to Us at UK Service Plan Ltd, Customer Service Department, 91 Princess Street, Manchester M1 4HT; or  

• Emailing Us at enquiries@uk-serviceplan.co.uk 

16.5 Our full privacy notice is available on Our website: www.ukserviceplan.co.uk  

16.6 Your plan is solely for the benefit of You and cannot be transferred or assigned to anybody else. The provisions of the Contracts (Rights of Third Parties) Act 1999 do not apply. Nothing in these terms affects Your Statutory Rights. 

16.7 This Service Plan is not an Insurance Product and We are not regulated by the Financial Conduct Authority.  

16.8 You must not use vulgar language. 

16.9 You acknowledge that We may retain copies of any and all communications to using Our system. 

16.10 Nothing in these Terms and Conditions excludes or restricts UK Service Plan Ltd’s liability for death or personal injury resulting from any negligence or fraud on the part of UK Service Plan Ltd. 

16.11 Nothing in these Terms and Conditions excludes or restricts UK Service Plan Ltd’s liability for any direct or indirect loss or damage arising out of the incorrect provision of Services or out of reliance on incorrect information included on the Website. 

16.12 Whilst every effort has been made to ensure that these Terms and Conditions adhere strictly with the relevant provisions of the Unfair Contract Terms Act 1977, in the event that any of these terms are found to be unlawful, invalid or otherwise unenforceable, that term is to be deemed severed from these Terms and Conditions and shall not affect the validity and enforceability of the remaining Terms and Conditions. This term shall apply only within jurisdictions where a particular term is illegal. 

16.13 In the event of any conflict between these Terms and Conditions and any prior versions thereof, the provisions of these Terms and Conditions shall prevail unless it is expressly stated otherwise. 

16.14 Nothing in these Terms and Conditions shall confer any rights upon any third party. The agreement created by these Terms and Conditions is between You and UK Service Plan Ltd. 

16.15 These Terms and Conditions and the relationship between You and UK Service Plan Ltd shall be governed by and construed in accordance with the Law of England and Wales and UK Service Plan Ltd and You agree to submit to the exclusive jurisdiction of the Courts of England and Wales. 

Fraud 

17.1 If We have reason to believe that You or someone authorised by You have made a false, dishonest or exaggerated statement, declaration or have attempted to falsely or dishonestly obtain a repair or replacement We reserve the right to place the repair or replacement on hold for 28 working days whilst We investigate or advise You of when We will be in a position to complete Our investigations. 

17.2 In the event it is found that You have acted fraudulently We will cancel Your plan without repairing/replacing or settling any outstanding bills and no refund will be provided. 

17.3 We aim to carry out all repairs and replacements within a reasonable amount of time. If We expect delays, We will inform You of the likely completion date. 

How to Contact Us 

18.1 You can contact Us in one of three ways: 

• Calling Our free phone helpline number 0333 880 1657;  

• Writing to Us at UK Service Plan Ltd, Customer Service Department, 91 Princess Street, Manchester M1 4HT; or  

• Emailing Us at enquiries@uk-serviceplan.co.uk 
   

18.2 If You are contacting Us to arrange a repair, You can email or call Us on:  

• Calling Our free phone helpline number 0333 880 1657;  

• Emailing Us at repairs@uk-serviceplan.co.uk 

18.13 Opening hours: Monday to Friday: 9am – 5pm. Saturday: 10am – 2pm.