Terms – Central Heating

Customers may choose from pay as you go or Annual service plan for boiler maintenance.

Pay as you go 

1. All call outs for Breakdown and revisits are chargeable at the time of the visit regardless as to the time spent at  the property. (see clause 8 for pricing)

2. Parts are chargeable at the time of the visit

3. Where an appointment is booked by the customer and the engineer cannot gain access this be classed as a ‘no access’ visit and will be charged at the standard call out rate.

4. cancellations to the office should be made 24hours prior to a booked call out

 

Terms and Conditions Service Plan 12 month agreement (Helplink North Ltd)

Index

1. Breakdown Response

2. Central heating covers

3. Additional Services

4. Exclusions: Boiler, Controls, System and additional appliance

5. Annual service

6. General conditions

7. Cancellation rights

8. Charges

9. Guarantees

10. General Exclusions

11. Landlords Terms & Conditions Helplink North Ltd Service Plan Contract.

Please note that prior to any gas appliance taking a service plan an assessment and a service must be carried out. This will be chargeable and is not part of the contract embarking upon.

1. Breakdown response

• we will endeavour on every occasion, subject to workload, weather and traffic conditions attend by the end of business the next working day.

• breakdown cover is between 8.30am and 5pm (weekends and bank holidays are excluded unless specified and charged as additional cover)

2. Central Heating cover plans available

Our plans cover a permanent mechanical breakdown to a boiler only. Please refer to exclusions (clause 4). If no mechanical breakdown is evident upon the engineer’s arrival then this is not covered within the plan.
New Customers please note: Upon taking out a service plan contract a payment for the inspection / service is due plus payment will also be collected for the full forthcoming cover plan period. Customers have the option to also pay via standing order and where this is the case the first monthly payment will be also collected on the first visit.

Breakdown cover does not commence until 30 days have lapsed from the date of the first payment can be made. A cooling off period of 14 days is in place (see 7a)

 

a) Silver cover
• you will be covered for call out to your boiler and any additional labour required getting your boiler working unless it is deemed beyond economical repair.
Please note the silver cover does not include for any parts needed for the boiler in order to get it back to a working condition, these will be chargeable.

__________
b) Gold cover (Boiler only)
• you are covered for parts and labour within the boiler casing and any additional labour required getting your boiler working unless it is deemed beyond economical repair.

_________

c) Platinum cover (Boiler, controls and part central heating system)
• you are covered for parts and labour within the boiler casing and any additional labour required getting your boiler working unless it is deemed beyond economical repair.
• you are also covered for any above ground central heating pipe work in the room where the radiator is, controls/thermostat, pump visible motorised / zone valves in relation to the central heating system.

 

Existing customers please note: On the date of the annual boiler service anniversary, the service plan cover becomes renewable. Its service is carried out and this normally costs £90.00 however on the condition that the service plan is renewed for the forthcoming period with us this service charge will be waived. The engineer will discuss with you if there is to be any changes to your cover on the day and where service plan cover cannot continue a payment for the callout inclusive of works carried out is due.

3. Additional Services

a) Appliance cover For an additional cost you will be covered for the service of any fire that is taken out at the same time as the service plan contract following its inspection. The service must be carried out at the same time as a boiler service. Please note you cannot take out an additional appliance cover without including a boiler.

b) Weekend Emergency cover

This service plan does not include Emergency cover under the plan. As a company we do attend at the weekends and all call outs are chargeable payable at the time of the visit. An engineer will only attend to boiler breakdowns determined from the call as an ‘emergency’. Customers should call the office wherever possible in working hours on the Monday, however a visit cannot be expected on that day following issues at the weekend.

c) Specified visit AM/ PM

Customers may pay an additional fee on the day for a requested AM or PM visit. AM call out is between 09.00 am – 12.30pm PM call out is between 1pm – 4.00pm. These visits may only be available based on the engineers working schedule and geographical area for that day. Please note Breakdowns will always take priority of annual service call outs. A specified AM / PM call can be cancelled on the day by Helplink North Ltd.

 

Please note: Breakdowns will always take priority of annual service call outs. A specified timed call can be cancelled on the day by Helplink North Ltd

Please also note: traffic and time of engineer working on previous jobs may also affect our response. Customers will be then allocated the next available time slot.

 

4. Exclusions: Boiler, Controls, System and additional Appliance

The following are not included in your cover plan contract:

1) Evening / Weekend and bank holiday breakdown cover

2) Call outs for intermittent faults that are not apparent at the time of engineer’s visit

3) If following a site visit by a service engineer, a recommendation to repair a fault is not carried out, Helplink North Ltd reserves the right, after due consideration of all the facts, to invalidate the service contract or charge for the visit.

4) Appliances that have been recalled by the manufacturer.

5) Accidental damage, theft or attempted theft of your covered appliance/appliances.

6) Faults or damage caused by fire, lightning, flood, storm, frost, explosion or another extraneous causes.

7) Gas supply pipe work from meter to appliance isolation point unless policy includes Gas supply pipe work cover.

8) Any defect or damage occurring as a result of freezing conditions.

9) The cost of replacing an item or accessories that is intended to be replaceable/consumables such as fuses, batteries or igniters.

10) Switching on or lighting equipment.

11) Adjusting switches, controls, temperature, setting times or re-pressurising a boiler. To include adjustments to the filling loop (refer to manual)

12) The relighting of pilot lights

13) Any defect or damage caused to persons or property as a result of water damage.

14) Balancing and venting radiators.

15) Failure with the supply of electricity, gas or water.

16) Scaling by hard or aggressive water.

17) Cosmetic damage to paintwork, dents or scratches to the equipment.

18) Any cost arising from difficulties getting to the equipment, included in this is pipework under floorboards or of the fabric of the building.

19) Any defect or damage caused to or occurring as a result of third party interference or remedial work.

20) The cost of replacing system inhibitors shall be met by the customer if this is required.

21) The cost of power-flushing shall be met by the customer if this is required.

22) The flue systems from the boiler.

23) Claims arising from sludge or blockages.

24) Pressurised or unvented cylinders.

25) Any upgrade/improvement work required as a result of legislation.

26) This cover scheme does not include for the replacement of faulty appliances in the event of spare parts not being available.

27) Repairing or replacing appliance flue.

28) Any claim within the first 30 days from the first payment of your service plan cover

29) The total cost of parts fitted to the boiler that exceeds the cost of the cover plan contract in a 12 month period

 

5. Period of service cover (Annual Service)

This section applies if your contract includes an annual service. Please note in your diary the date that your annual service is due and call the office on 0113 3231999 to claim your free service, where this date lapses then you may not be eligible and a further inspection and service cost will be required before taken on a new service plan.

We will normally carry out only one first service or annual service at a property (irrespective of change of ownership), in any 12 month period.

We will normally carry out only one first service at the beginning of the cover at a property (irrespective of change of ownership), in any 12 month period. Upon its anniversary date we will carry out its annual service and re inspect the appliance to ensure that it is still eligible for cover under the service plan that you have with us. This service is carried our free of charge (normally £85.00 plus vat) on the condition that you are renewing your annual service with us for the forthcoming year approved by the engineer.

As long as we are given access to your home, we will always make sure we check that your system or appliance is safe.

• where payment is annually in advance, the service contract is valid for one year from the date of notified acceptance of the contract and each year it is renewed and inspected upon its annual service date. .

• where payment is by monthly instalments, the service contract is an annual contract and shall remain valid from year to year from the date of notified acceptance of the service contract and for each period it is renewed. An administration charge of £2.99 is payable per month per customer to facilitate this option. If any due instalment remains unpaid, the service contract will automatically terminate and Helplink North Ltd will seek to recover the outstanding instalments.

• this service contract shall remain valid for so long as no payment is outstanding pursuant to the conditions of this contract. For all customers where payment is not paid on time this will mean no cover is in place and we are not under any contract or obligation to attend.

Change of Ownership

If the ownership of the premises in which the appliance covered by this service contract changes, the new owner may have the benefits of the contract for the remainder of the period for which payment has been paid. This applies to annually paid contracts only. Service contracts paid by monthly instalment can only be transferred by prior arrangement with Helplink North Ltd 6. Conditions (see 8 for charges)

a) No Access

• When an appointment is made and confirmed and the visit is made by our engineer but no access to the property is available then a charge will be payable. This must be paid before any further visit can be re-booked an invoice will be raised directly to the customer. A cancellation of a service call can be made with 24 hours notice by email to servicedesk@helplinknorthltd.co.uk or by telephone to 0113 3231999.

b) No fault found

• where engineers arrive for a breakdown call out and they find that there is no mechanical fault found with the boiler then this will be chargeable

Where engineers attend a breakdown and the fault in the engineers opinion could have been resolved by the customer then this will be charged at the normal call out rate for breakdowns of £85 + vat (for examples see exclusions) By holding the person responsible for this wasted call-out stops our customers who are in when our engineer arrives having to bear the burden of other peoples conduct.

c) Missed payments

• when an invoice has been raised and remains unpaid no ‘under service plan cover’ visits to breakdowns will be made. Payment for the outstanding invoice should be paid by cheque to the office.

d) Increase of service plan renewals

• Helplink North Ltd reserves the right to increase the service plan cover upon its renewal or with one month’s written notice.

e) Parts

• the maximum sum covered for parts + vat fitted to a boiler in any 12 month period shall not exceed the cost of the service plan cover. Where this is the case customers will be expected to pay on the day for the parts fitted.

• following the maximum sum reached the service plan will automatically be reviewed. The service cover will be reduced to silver cover whereby only the breakdown labour will be under cover.

Helplink North Ltd has the right to terminate with immediate effect a service plan. No refund will be given

f) Obsolete parts

In the event of parts being obsolete or the boiler being beyond economical repair, in our opinion an allowance / discount may be awarded against the cost of a replacement boiler or the remaining sum of the maximum annual coverage whichever is less on the proviso that Helplink North Ltd carry out the installation.

Please note that we require written authorisation for the tenant to be able to call our service department direct and where unnecessary call outs are invoiced this payment will be addressed to to the Landlord.

f) Boiler Review

• Helplink North Ltd reserves the right to refuse to offer renewal of any service contract

7. Cancellation Rights

a) Your Cancellation Rights

• You can cancel your contract at any time by either writing to us by special royal mail delivery at Helplink North Ltd, PO BOX 32 Pudsey Leeds LS28 5XF, email serviceplan@capitaldbl.com or telephoning 0113 3231999 subject to the following:

• If you cancel by posting a letter or telephoning within fourteen working days starting from the day after you receive written confirmation of your contract with us (Cooling-Off Period) you will receive a full refund of any money paid (unless we have carried out a service or repair, or paid a claim, in which case minimum charges will apply based on the works carried out and payments received to date. (Please read section 8 on standard charges’).

• If you cancel the contract after the Cooling-Off Period, No refund is due to the customer and those who pay via standing order will be liable for the remainder of the term period.

• Those customers who pay via standing order should give 1 months notice in writing that you are leaving additional charges may apply for the term of the agreement.

b) Our Cancellation Rights

We may cancel your contract in the following circumstances:

• If your boiler cover is deemed too costly for cover

• If you have given false information.

• If you do not make an agreed payment. For contracts concerning gas boilers, gas appliances or heating systems, if:

• we find something wrong at the First Service or an annual inspection

• we have advised you that permanent repairs or improvements are needed to make sure your appliance or system works properly, and you do not follow our advice within a reasonable period. This advice may include replacing your boiler or system. (What constitutes a reasonable period will vary depending on the nature of the issue and the period could be short in the case of, for example, a safety issue.) but at most it will be a maximum of 14 days.

• if we are not reasonably able to find parts that keeps your appliance or system working safely.

• If circumstances arise (including health and safety issues) which make it inappropriate for the contract to continue.

• if, after several attempts, you have not made an appointment or we still cannot gain access, we may cancel your contract. We will tell you in writing if this is the case.

• we may cancel or suspend any customer who is abusive or unreasonable when calling the office to enquire about works to be carried out.

8. Our Charges 

Area postcodes of a radius of 5 miles of LS1 and BD1 will incur the charges below. Out of area visits will incur an additional £10.00.

• general service from £90.00
• breakdown / callout charge from £102.00

• Revisit following a service or breakdown £48.00
• Emergency call out Weekends / Bank Holidays from £144.00
• no Access – callout charge
• no fault found – callout charge
• visit where fault was excluded from cover – callout charge
• boiler demonstration  – how to adjust pressure / timer – callout charge

9. Guarantees Helplink North Ltd guarantees all parts for 6 months from the date of repair/exchange.

10. General exclusions

a) Design or existing faults

We will not include the cost of repairs needed because of design faults (unless Helplink North Ltd are responsible), or faults which existed before you entered into your contract or which we could not identify on our initial Service or inspection of that particular system or appliance using reasonable care and skill.

b) Third Party

Where work is undertaken on your system by a third party, whether or not following our advice, which results in damage to that or another part of your system, the repair of any such damage will be excluded from your contract.

c) Power flush

Power flush, a system that has never been power flush may contain contaminates that can damage the boiler, this is something that you should be aware of and as such parts are not covered if damage in our opinion is caused by the failure of such a power flush requirements

11. Landlords Service Plan

Gold / Platinum service plan only is available to Landlords for cover (see clause 2b)

a)Upon taking out/renewal of a service plan for landlords on our engineer’s visit he will carry out a full service on each of the boilers and each boiler will be re – inspected to ensure that it is still eligible for cover under the service plan that you have with us.

This service is normally £102.00 per boiler however on the condition that you are renewing your annual service contract with us this charge will be waived. The GSI fee is waived for new business only and the cost of the GSI is required as a separate payment on the day of £66.00 for the certificates to be released.

The engineer will discuss with you if there is to be a change to your cover on the day and where a service plan cover cannot continue a payment for the call out inclusive of works carried out will be due.

b)A  GSI will only be included in the service contract where 10 or more properties are on service plan. The Gas safety inspection will be carried out at on the same date of the annual service.

c)Engineers will not attend to give a demonstration on how to use the boiler (charge applies)

d)Call outs must be placed by the landlord or agent to our office or a letter of authorisation must be submitted to the office giving permission for tenants to call. Note Landlords will be liable for any unnecessary call outs

e)Access must be clear and available for the engineer to attend no access call outs will be chargeable

f)Cover will be suspended to a property where another company has attended to a boiler. The property will need to be re inspected and a period of 1 month elapsed before breakdowns are covered.

g)For additional charges (See clause 8)

Parts (see also our conditions clause 6)

• The maximum sum covered for parts + vat fitted to a boiler in any 12 month period shall not exceed the cost of the service plan cover. Where this is the case customers will be expected to pay on the day for the parts fitted.

• Following the maximum sum reached the service plan will automatically be reviewed. The service cover will be reduced to silver cover whereby only the breakdown labour will be under cover. Helplink North Ltd has the right to terminate with immediate effect a service plan. No refund will be given

NOTE: Due to the extent of boilers to which the company service, not all parts are carried as van stock. Parts are ordered from the boiler manufacturers and as such there may be delays. We apologise for any inconvenience caused however we do endeavour to receive parts within a reasonable timescale.

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