Boiler Service Plan Terms and Conditions
These Terms and Conditions form the agreement between you (the customer) and Calderwood Plumbing & Heating Ltd (CPH).
By setting up a Direct Debit or making any payment towards a Service Plan, you agree to these Terms and Conditions.
1. General Terms Applicable to All Plans
1.1 All plans have a 12-month minimum agreement and will continue on a rolling monthly basis thereafter.
1.2 Payment must be made monthly in advance via Direct Debit.
1.3 You may cancel your plan by giving 30 days’ written notice. If you’ve received any repairs, callouts, or breakdown attendance within the first 12 months, you’ll still owe the full 12 months’ payments.
1.4 No refunds will be issued for any payments already made.
1.5 CPH will contact you up to three times to arrange your annual service. If a suitable time cannot be agreed, the plan may be cancelled without refund.
1.6 CPH may reschedule appointments at short notice during busy breakdown periods.
1.7 CPH may use qualified subcontract engineers.
1.8 It’s your responsibility to ensure safe and clear access to the boiler and components. If access is obstructed, the appointment will be aborted, and a re-attendance charge will apply.
1.9 CPH is not responsible for removing or reinstating cupboards, flooring, or joinery to access equipment.
1.10 CPH is not liable for damage caused by the failure of internal or external boiler/heating system components.
1.11 Missed appointments or no-access will be charged as a failed attendance.
1.12 Any price changes will be notified at least 60 days in advance.
1.13 Pre-existing faults are not covered. Any issues found at the start or first visit must be repaired at your cost before cover begins.
2. Contacting Us (Fault Reporting)
2.1 All faults and breakdowns must be reported via email only:
📧 info@calderwoodplumbing.co.uk
2.2 Telephone enquiries (non-urgent):
📞 07955 113 282 — Monday to Friday, 08:30–17:00
2.3 CPH will aim to attend within 48 hours of your request, though response times may vary during peak periods.
3. Beyond Economic Repair (BER) and System Condition
3.1 A boiler is classed as Beyond Economic Repair (BER) if:
The cost of repair exceeds 50% of replacement and the boiler is over 7 years old, or
Required parts are discontinued.
3.2 If BER applies, CPH will issue a replacement quote, and the boiler will no longer be covered.
3.3 Unsafe or non-compliant systems must be upgraded before breakdown cover continues.
3.4 Faults caused by sludge, corrosion, or poor water quality are not covered; CPH can quote for corrective cleaning.
3.5 If you cancel within 12 months after a repair, you’ll remain liable for the repair and service costs.
3.6 If CPH attends and the boiler cannot be accepted onto a plan, a £90 inspection charge applies — refunded if you purchase a replacement boiler within 30 days.
4. Service Plans
4.1 Basic Plan (Annual Service Only)
Annual boiler service only.
No breakdowns, callouts, labour, parts, or repairs included.
4.2 Standard Plan (Breakdown Labour Only)
Annual boiler service.
Breakdown attendance included; parts are chargeable.
Radiators, cylinders, controls, pumps, and pipework excluded.
4.3 Premium Plan (Boiler Parts & Labour Cover)
Annual boiler service.
Boiler breakdown parts and labour included.
Zone valves within 1 metre of the boiler included.
Radiators, cylinders, controls, and pipework excluded.
Failures due to sludge/corrosion excluded.
4.4 Radiator Cover Plan
All Premium Plan features plus radiator and TRV replacement (like-for-like).
Designer radiators may incur additional cost.
System pipework excluded.
Failures due to sludge/corrosion excluded.