Terms & Conditions

Air Source Heat Pump Cover – Terms & Conditions

Last updated: October 2025

Company Name: Boiler & Plumbing Cover Experts Ltd

Company Number: 15975345

Contact Email: office@boilerplumbingcoverexperts.com

Contact Number: 0783672627

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1. Introduction

These Terms and Conditions (“Terms”) apply to domestic customers who purchase or subscribe to our Air Source Heat Pump Cover (“Cover”). By signing up, you agree to be bound by these Terms.

Boiler & Plumbing Cover Experts Ltd operates as a service administrator and intermediary. We handle customer subscriptions, payments, scheduling, and customer support. All physical works, installations, servicing, and repairs are carried out by qualified, fully insured subcontractors (“Engineers”).

2. Duration of Contract

• Your cover is for a minimum term of 12 months from the start date of your plan.
• Payments are made monthly or annually via Stripe or another secure payment provider.
• You are committing to a full 12-month period, regardless of payment frequency.
• After the initial 12-month term, your cover will automatically renew on a rolling monthly basis unless you cancel with 30 days’ notice.
• Early cancellation within the first 12 months may incur an early termination fee equal to the remaining balance of the annual plan.

3. Scope of Cover

Your cover includes the services specified in your selected plan (Bronze, Silver, Gold, or Platinum), such as:

• Annual air source heat pump service and efficiency check
• Unlimited call-outs (subject to plan type)
• Repairs to leaks, fittings, and associated plumbing
• Priority emergency response
• 24/7 support
• Personal, family-run customer service

Specific inclusions and exclusions for each plan are available on our website at the time of purchase.

4. Subcontracted Work

All physical works are carried out by independent subcontractors approved by Boiler & Plumbing Cover Experts Ltd. We ensure all Engineers:

• Hold valid qualifications and insurance
• Are experienced in air source heat pump systems
• Work to industry and safety standards

We act solely as the arranger and administrator. Responsibility for workmanship and safety lies with the subcontractor performing the service. However, we manage any concerns or disputes promptly.

5. Payments & Renewals

• Payments are processed securely each month or year in advance.
• Your plan automatically renews after 12 months unless you request cancellation with 30 days’ notice.
• If a payment fails, services may be paused until payment is received.
• Price changes, if any, will be notified at least 30 days before renewal.

6. Call-Outs & Repairs

• All call-outs must be arranged through Boiler & Plumbing Cover Experts Ltd.
• Engineers will attend within a reasonable timeframe based on urgency.
• Replacement parts are subject to availability.
• Repeated call-outs for the same unresolved fault may lead to review or suspension of cover.

7. Exclusions

Your plan does not cover:

• Pre-existing faults or breakdowns prior to joining
• Damage caused by third parties, accidents, or misuse
• Structural issues, external pipework, or electrical supply faults
• Modifications made by non-approved engineers
• Non-domestic or commercial systems

8. Customer Responsibilities

• Provide safe and clear access for engineers
• Keep your system maintained and free from obstruction
• Notify us immediately of faults or leaks
• Provide accurate information at all times

9. Liability

Boiler & Plumbing Cover Experts Ltd is responsible for managing your plan, payments, and coordination only. We are not liable for:

• Delays caused by subcontractors or parts suppliers
• Loss or damage resulting from subcontractor performance
• Indirect or consequential losses such as lack of heating or water

Our total liability under these Terms is limited to the total amount paid under your current 12-month plan.

10. Complaints

We take complaints seriously. Please contact our support team at office@boilerplumbingcoverexperts.com or 0783672627. We aim to resolve all complaints within 14 working days, liaising with the subcontractor where necessary.

11. Governing Law

These Terms are governed by the laws of England and Wales, and any disputes shall fall under the exclusive jurisdiction of the English courts.