Boiler Service Terms and Conditions

Terms & Conditions – Boiler Service

Where we carry out a Boiler Service in your property, the following terms and conditions shall apply. Please read them carefully - important terms are highlighted in bold.


In these terms and conditions:


Boiler Service” means the Boiler Service carried out on your natural gas fired boiler which includes a full inspection of the boiler, testing the appliance in accordance with manufacturer's instruction and an assessment of your current heating controls and energy efficiency

You” or “Your” means the person requiring the Boiler Service at their property.


Homeserve” or “we” or “us” means Homeserve Membership Limited, Cable Drive, Walsall WS2 7BN (registered in England with number 02770612). This includes subcontractors that Homeserve uses to provide the Boiler Service. 

 

This contract comes into force when you confirm to us that you wish to proceed with the Boiler Service.


The price of the Boiler Service will be as quoted on the site at the time you submit your order or as communicated over the telephone. The price quoted is inclusive of VAT.   


You can rearrange your appointment by booking online during the purchase journey.


Subject to Paragraph 5, you have the right to cancel the Boiler Service up to the period ending 14 days after the day this contract was entered into (the “Cancellation Period”) without giving any reason. You can call us on 0800 953 3080 Monday to Friday 9am to 5pm (except Bank Holidays), or e-mail us at serviceandrepair@homeserve.com or use the model cancellation form at the bottom of these terms. We will confirm any cancellation to you in writing without delay.

 

If the Boiler Service was purchased over the phone or online and you request that the Boiler Service be carried out before the end of the Cancellation Period, you hereby expressly waive your right to cancel the Boiler Service. 

 

Unless otherwise stated in these terms, if you cancel this contract, we will reimburse all payments received from you relating to the Boiler Service. We will make the reimbursement without undue delay and no later than 14 days after the day on which we are informed about your decision to cancel the Boiler Service. We will reimburse you using the same means of payments as you used for the initial transaction, unless you expressly agree otherwise; in any event you will not incur any fees as a result of the reimbursement. 


We will make every effort to complete the Boiler Service on time and within the time slot we agree with you. Where this isn’t possible, we will endeavour to give you as much notice as possible and rearrange the appointment with you.


We will need certain information from you that is necessary for us to provide the Boiler Service. We will request such information from you when you book the Boiler Service. If you do not provide us with this information, or you provide us with incomplete or incorrect information, we may make an additional charge to cover any extra work that is required.  We will not be liable for any delay or non-performance where you have not provided this information to us after we have asked. It is your responsibility to ensure that before we start the work there is an adequate supply of gas, electricity and water.


We will endeavour to provide the Boiler Service without causing unnecessary damage to your property.   HomeServe will not be liable for any damage which may be caused to the property, its contents, fixtures, fittings, floorings or sanitary ware. We will fill any holes and leave the surface level but will not replace the original surface or construction. Any redecoration or repair of damage that may be needed following our work is your responsibility.


What do you need to do in preparation of our arrival? Please make sure that the area that needs attending to (if known) is accessible and safe (i.e. clear of all household items) as if there is a health/safety risk we will not be able to do the job.


What might stop us from doing the work? During the appointment, we may have to suspend the Boiler Service if we are faced with technical problems or other issues that we cannot deal with.  Where this is the case, we will inform you immediately. You will be responsible at your cost for any work required to enable the Boiler Service to take place.


During the appointment, we may identify that additional work is required for the Boiler Service to be carried out. Where this is the case, we will inform you immediately and if there are any extra charges, we will agree those with you in advance.


If you do not own the property you will need to obtain the property owner’s permission for us to carry out the Boiler Service. If the property is listed, please ensure that all necessary permissions have been obtained. We will assume that you have obtained any necessary permission prior to us carrying out any Boiler Service. We will not be liable for any loss or damage howsoever arising as a result of you not obtaining any required permission.


We will not be liable or responsible for any failure to perform, or delay in performance of, the Boiler Service where this is caused by an Event Outside Our Control, meaning any act or event beyond our reasonable control, including without limitation sickness, dreadful traffic or weather conditions or something similar. If an Event Outside Our Control takes place that affects the performance of our obligations under these terms, we will contact you as soon as reasonably possible to notify you and we will endeavour to provide the Boiler Service as soon as reasonably possible. You may cancel the contract if an Event Outside Our Control takes place and you no longer wish us to provide the Boiler Service. 


When will we arrive? You will be provided an appointment slot confirmation via email within 3 days of appointment booking and payment. 


If we have not provided the Boiler Service with reasonable care and skill, you can ask us to put the Boiler Service right. If that is impossible or if that cannot be done within a reasonable time or without significant inconvenience to you, you have the right to a price reduction. Where you have already paid the full price, this will mean giving you some money back. 

If we have not provided the Boiler Service in line with information which you relied on then you can ask us to re-do the Boiler Service until it is in line with the information we provided, and if that is impossible or would be inconvenient to you, you can ask for money back or a reduction in price.


If we have not complied with information we gave about us then you are entitled to money back or a reduction in price. You are also entitled to money back where we do not provide the Boiler Service within a reasonable time.

Regardless of which right is breached, it is for you to prove that a Boiler Service is substandard, meaning that the Boiler Service provided did not meet the statutory rights under the Consumer Rights Act 2015.


We are not responsible for the following:

any costs, loss or damage that you suffer as a result of not using the installed appliance in accordance with the manufacturer guidelines;

replacing the batteries (if required) for your appliance;

any increase in your utility bills;

How to make a complaint - We aim to provide you with a high standard of Boiler Service but from time to time things may go wrong. When we receive complaints we investigate them at once and every effort is made to resolve them to your satisfaction. If you have a complaint, please call us on 0800 953 3080 Monday to Friday 9am to 5pm (except Bank Holidays), or e-mail us at serviceandrepair@homeserve.com.


The law that applies - This agreement is governed by the laws of England. You and we both agree to submit to the non-exclusive jurisdiction of the English courts. All correspondence will be in English.


Should you have any queries please call us on 0800 953 3080 Monday to Friday 9am to 5pm (except Bank Holidays), or e-mail us at serviceandrepair@homeserve.com.


Nothing in these terms will affect your statutory rights.



Summary of your key legal rights

This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.

With regard to the Boiler Service, which is a “service” under the Consumer Rights Act 2015, the Consumer Rights Act 2015 says:

you can ask us to repeat or fix a Boiler Service if it's not carried out with reasonable care and skill, or get some money back if we can't fix it.

if you haven't agreed a price upfront, what you're asked to pay must be reasonable.

if you haven't agreed a time upfront, it must be carried out within a reasonable time. 

 


 

Model Cancellation Form

 

Date:..................................................


To: HomeServe Membership Limited, Cable Drive, Walsall WS2 7BN

e-mail: serviceandrepair@homeserve.com

 

 

Please take this letter as notice that I wish to cancel my Boiler Service.



Name of Customer(s):...................................................

Address of Customer(s):

..................................................................................................

..................................................................................................

..................................................................................................

..................................................................................................


Signature of Customer (only if this form is notified on paper):

..............................................................................