These Terms & Conditions are part of the contract between you (The Customer) and DS Gas & Building Services Ltd

1- Definitions

Service plan – Refers to the type of plan that you have chosen to take out reference to clause 2 for full details of what the plans are.

Boiler – An appliance located at the domestic property that heats the hot water and/or heating by Gas.

Heating System - The heating system includes hot water cylinder, heating pipework, pump, motorised valves, radiators, radiator valves, programmer/timers, cylinder thermostat, room thermostat, pressure controls.

Plumbing System – The plumbing system includes tap repairs, Hot and cold water pipes, Cold water tanks, Toilet break downs, Silicone seals on bath and showers, Ball valves and float valves, Stop cocks and gate valves and above ground drainage.

Start Date – The date that is stated on the contract as the start of the service plan.

We / Us / – The Boiler Servicing Company.

You / your / Customer – The customer that has taken out the Contract.

Force Majeure – Means any circumstances beyond our reasonable control for example strikes, industrial actions, lock outs labour shortages, material shortage and traffic delays.

Contract – The contract is an agreement between you and us for the service of works as per the chosen service plan detailed in clause 2.

2- Types of Service Plans

Boiler Care Basic

• Fully qualified engineers
• Dedicated telephone Help/support
• Discounted labour rates on other services (5%)
• Annual Boiler Service
• Gas safety certificate
• Boiler health report
• Priority response over non plan customers
• Annual central heating water test

Boiler Care +

• Fully qualified engineers
• Dedicated telephone Help/support
• Discounted labour rates on other services (10%)
• Annual Boiler Service
• Gas Safety Certificate
• Boiler Health Report
• A detailed report outlining the condition and efficiency of your boiler.
• 1 Free call outs. You are entitled to one free call-out per 12-month period, covering up to 1 hour of labour. If the visit exceeds this time, additional work will be charged at the standard hourly rate.
• Priority response over non plan customers
• Boiler parts discount (10%)
• Annual central heating water test

Premium Care Plan

• Fully qualified engineers
• Dedicated telephone Help/support
• Discounted labour rates on other services (20%)
• Annual Boiler Service
• Gas Safety Certificate
• Boiler Health Report
• 2 Free call outs. You are entitled to two free call-out per 12-month period, covering up to 1 hour of labour. If the visit exceeds this time, additional work will be charged at the standard hourly rate.
• Priority Response
• Heating Controls
• Boiler parts discount 40% (Labour 100%) You will have a 40% discount on the parts needed & we will install them for free.
• New boiler installation discount (30%) - 30% on A new boiler installation (Labour)
• Gas supply pipes (Leaks only) Does not include relocation due to renovations.
• Heating circulating pump
• Annual central heating water test

**Please note that the discount on a new boiler installation is only available to customers who have been on the plan for at least 24 months and will be continuing with their plan. If you were to cancel your plan after a boiler installation DS Gas & Building Services holds the right to claim the difference back.

Ultimate Care Plan

• Fully qualified engineers
• Dedicated telephone Help/support
• Discounted labour rates on other services (30%)
• Annual Boiler Service
• Gas Safety Certificate
• Boiler Health Report
• Unlimited call outs
• Priority Response
• Heating Controls (Does not include smart thermostats)
• Boiler parts discount (100% & Labour 100%)
• New boiler installation discount (50% Labour)**
• Free CO alarm
• Powerflush or Magnacleanse (every 5 years) if required
• Hot water cylinders
• Gas supply pipes (Leaks only) Does not include relocation due to renovations.
• Heating circulating pump
• Central heating system repair
• Radiators (White standard only)
• TRV’s & Lock shields (Radiator valves)
• Hot water cylinder
• Annual Central heating water test
• Drinking water test

**Please note that the discount on a new boiler installation is only available to customers who have been on the plan for at least 24 months and will be continuing with their plan. If you were to cancel your plan after a boiler installation DS Gas & Building Services holds the right to claim the difference back.

Ultimate Home Care Plan

• Fully qualified engineers
• Dedicated telephone Help/support
• Discounted labour rates on other services (30%)
• Annual Boiler Service
• Gas Safety Certificate
• Boiler Health Report
• Unlimited call outs
• Priority Response
• Heating Controls (Does not include smart thermostats)
• Boiler parts discount (100% & Labour 100%)
• New boiler installation discount (60%)**
• Free CO alarm
• Powerflush or Magnacleanse (every 5 years) if required
• Hot water cylinders
• Gas supply pipes (Leaks only) Does not include relocation due to renovations.
• Heating circulating pump
• Central heating system repair
• Radiators (White standard only)
• TRV’s & Lock shields (Radiator valves)
• Hot water cylinder
• Annual Central heating water test
• Drinking water test
• Plumbing system (Hot & Cold pipework) From the stop tap to your appliances, this does not include the Mains supply pipe.

**Please note that the discount on a new boiler installation is only available to customers who have been on the plan for at least 24 months and will be continuing with their plan. If you were to cancel your plan after a boiler installation DS Gas & Building Services holds the right to claim the difference back.

3- Contract renewal/Cancellation

Your Contract is for a Minimum of 12 Months from the date of the first payment.

Unless you tell us otherwise this contract will automatically renew each year, Subject to us accepting you onto the service plan. This contract will remain valid providing payment is continued by you subject to clause 4.

4-Contract invalidations

• If invalid or misleading information has been provided.
• If payment is not received within 7 days of the date due your service plan will be cancelled, and charges may apply.
• If on our first visit we find a fault with system/systems.
• If we have advised that a permanent repair is needed to make sure your appliance or system is working properly and safely, and you have not acted to resolve in an appropriate manner.
• Anyone other than one of our engineers/subcontractors carries out work on the system.
• If health and safety issues arise from your property or persons in property.
• If Work has been carried out by someone else on the system not authorized by us.

5

Acceptance onto one of our service plans does not imply that the boiler, heating system or plumbing system is installed to the relevant standards, and we will not accept liabilities arising from the original design or installation and so make no warranty as to the fitness for purpose.

6

We will not be liable for any delays in the supply of parts from our suppliers. We may fit replacement parts that are adequate but not the same as the defective part(s).

7- New Parts

New Parts will only be fitted where old ones are beyond reasonable repair. We will be the sole arbitrators as to the condition of parts, where a radiator requires changing, we will only change for a standard white radiator.

Designer radiators and towel rails will be attempted to be repaired but not covered for replacement. Boiler heat exchangers that have been damaged by debris, sludge or scale will not be covered for either parts or labour.

8

As boilers get older for many reasons, they become noisy, where noise is down to the age of the appliance, we will not class this as a fault and is not covered under any plan.

9- Boiler replacement

If your boiler is under 7 years of age and deemed unrepairable, we will replace the boiler like for like, we will need to see proof of the original date of installation. For boilers over 7 years a loyalty discount will be applied to the cost of fitting a new boiler.

10- Access

We are not liable for any repairs to which we cannot gain reasonable access, removal of any obstructions will be at our sole discretion and will reserve the right to charge you at our standard rates. We may insist that you arrange for the obstruction prior to us carrying out the repair, we will not be held liable for any making good unless it’s down to our negligence.

11- Charges

If a service plan is cancelled part way through the year, we reserve the right to charge for any services and/or repairs we have carried out at our standard rates.

12- Annual boiler service or landlord certificate

If this included in your plan, we would try to arrange a visit for this to take place, but you remain responsible for it happening within the contract.

13- System flushing

If we recommend that your heating system requires a flush, we will provide you with a quotation and once the system is cleaned, we will continue with any service plan in place.

14-Exclusions

Our service plans do not include –

1. Repairs required due to design faults or existing faults prior to the start of this plan.
2. Repairs relating to damage caused by you or a third party.
3. Any loss or damage to any property caused by the boiler, heating system or plumbing system breaking down for example damage to ceiling due to a leak.
4. Any faults caused by sludge, scaling or blockages
5. The cost of removing sludge or scale from the system and the damage caused would not be covered. Or adding corrosion inhibitor.
6. Boiler repairs are limited to £250 in the first three months of your plan
7. Damage caused by weather or freezing
8. Removal of dangerous materials for example asbestos.
9. Any decorative parts for example casing, paint work, batteries.
10. Any part of a flue concealed within the fabric of the building.
11. The gas supply from the meter to the boiler and or other appliances.
12. Damage caused by fire, flood, lighting storm, freezing weather or any other natural event.
13. Adjustments to time controls unless already on site.
14. Any loss suffered by you due to delay in obtaining parts.
15. The cost of a new boiler if parts become UN reasonably available, at our sole discretion.
16. Accidental damage, theft or malicious damage.
17. Routine maintenance, cleaning, descaling, turning on or lighting up the system, clearing airlock or blocked pipes, bleeding system, topping pressure up.
18. Loss or damage caused by your equipment not working or costs arising from gaining access, this includes pipes under the floor or in the fabric of building.
19. Repairs that will cost over £400.
20. Replacement of showers or taps.
21. Below Ground drainage.
22. Mains supply pipe.
23. Replacement of baths, shower cubicles, basins and toilets.

24 - Plan content detailed

24.1 Annual System Water Test

• We will complete a test to check the quality of system water and determine the appropriate treatment to ensure the system works at optimum efficiency, and the boiler is fully protected.
• Results of the test may require additional work to be carried out on the boiler that may or may not be included depending on the plan that you are on

25 - Priority Callouts

25.1

We will endeavour to attend all breakdowns within the timeframes below based on your plan:

Boiler care basic: Breakdowns reported before 4pm within 72 hours

Boiler Care +: Breakdowns reported before 4pm within 72 hours

Premium Plan: Breakdowns reported before 4pm within 48 hours

Ultimate Plan: Breakdowns reported before 4pm within 48 hours

In the event of a breakdown being reported on Saturdays, Sundays, Bank Holidays or after 4pm, we endeavour to attend the property within the timeframes below based on your plan:

Boiler care basic: Within 72 hours

Boiler care +: Within 72 hours

Premium Plan: Within 72 hours

Ultimate Plan: Within 72 hours

The timeframes outlined above are subject to workload and availability.

26 - Emergency Callouts

26.1

We will endeavour to attend your property within:

Boiler care basic: Within 72 hours irrespective of the time of day

Boiler Care +: Within 72 hours irrespective of the time of day

Premium Plan: Within 48 hours irrespective of the time of day

Ultimate Plan: Within 48 hours irrespective of the time of day

The timeframes outlined above are subject to workload and availability

26.2

Where call outs are unlimited this is subject to fair use and adequate severity

27 - Breakdown Labour Discount

27.1

Customers have the right to discounted breakdown labour based on their plan as outlined below:

Boiler Care basic: 0 Callout per year

Boiler care +: 1 Callout per year

Premium Plan: 2 Callouts per year

Ultimate Plan: Unlimited Callouts per year

Ultimate Home Plan: Unlimited Callouts per year

27.2

Where call outs are unlimited this is subject to fair use and adequate severity

28 - Loyalty Discount on Other Services

28.1

As a Boiler Care Plan customer, you receive the following discounts on the labour of our other services:

Boiler care basic: 5% Discount on all labour

Boiler +: 10% Discount on all labour

Premium plan: 20% Discount on all labour

Ultimate plan: 30% Discount on all labour

Ultimate Home Plan:

29 - Missing / Cancellations of Appointments

29.1

Customers that have arranged a breakdown callout or annual service are given a 4-hour slot.

29.2

Customers must give 24 hours’ notice to change an appointment date/time.

30 - Use of Subcontractors

30.1

We reserve the right to use subcontractors to carry out any breakdowns or annual services. All subcontractors will be Gas Safe registered and vetted by us for suitability

31 - Period, Renewal and Payment Contract

31.1

This contract is valid for a period of 1 year (12 months) from the date the first direct debit is collected

31.2

This Agreement will be for an initial term of either one month (for monthly contracts) or one year (for annual contracts), as selected by the customer at the time of signup. At the end of the initial term, the Agreement will automatically renew for successive periods of equal length (monthly or annually) unless the Customer provides written notice to terminate the Agreement at least 14 days prior to the renewal date.

31.3

We reserve the right to cancel the renewal of any contract without giving a reason.

31.4

In the event of non-payment of the Direct Debit cover will be suspended until the account is brought up to dateand no works will be carried out

31.5

The contract is cancelled if the customer misses 3 consecutive payments without contacting after the initial 12months period. Failure to make payments within the initial 12-month period will result in payment to get the account balance up to date.

31.6

We reserve the right to cancel any policy at any time if a customer is found to have broken any terms in these conditions.

31.7

If the customer cancels their plan before 12 months, they will be liable to pay the remainder of the 12 months

31.8

The price of your Service Plan may be adjusted annually to reflect changes in the Consumer Price Index (CPI) ora similar inflation index published by a reputable government agency. The maximum annual increase will not exceed5%.

32 - Certificates

32.1

All certificates will be held electronically by DS Gas & Building Services Ltd

32.2

Customers can request copies of any certificate at any time via email without charge.

32.3

Customers can request a hard copy of any certificate subject to a printing and postage charge of £8.

33 - Cooling Off Period

33.1

Customers are entitled to a full refund within 14 days of signing the contract. Any breakdowns within this cooling-off period will be charged at the full amount in the event of cancellation.