Please read these Terms & Conditions carefully before taking out a service plan or using our services.
These terms form part of the agreement between you (“the Customer”) and Denner Heating & Plumbing (“we”, “us”, “our”).
1. Definitions
- Service Plan – The specific plan you have chosen as detailed in Clause 2.
- Boiler – A gas appliance installed at the property that provides heating and/or hot water.
- Heating System – Includes hot water cylinders, pipework, pumps, motorised valves, radiators, radiator valves, timers, thermostats, and related pressure controls.
- Start Date – The date shown on your service plan contract.
- Contract – The agreement between you and us for the services provided under your chosen plan.
- Force Majeure – Events beyond our reasonable control (e.g., strikes, material shortages, weather conditions, transport delays).
2. Service Plans and What’s Included
| Plan | Key Inclusions | Extras | Monthly Cost (Gas) | Monthly Cost (Oil) |
|---|---|---|---|---|
| Boiler Care | Annual Boiler Service, Gas Safety Certificate, Flue Gas Analysis, System Filter Clean, Radiator Balance, Heating Health Check, Priority Response | 1-hour free call-out, 5% discount on future work | £9.99 | £14.99 |
| Boiler Protection | All of the above plus unlimited call-outs | Boiler & controls parts and labour included, 10% discount on future work | £19.99 | £29.99 |
| Ultimate Protection | All of the above plus full central heating cover | Heating system parts and labour included, 20% discount on future work | £24.99 | £35.99 |
* Limits apply – see Clause 14.
** Annual services must be booked between March and August unless agreed otherwise.
*** Unlimited call-outs apply only where a genuine fault is present.
# Boilers under 7 years old deemed beyond repair will be replaced like-for-like (proof of age required).
3. Contract Renewal & Cancellation
- Each contract runs for a minimum of 12 months from the first payment date.
- Unless cancelled, your plan will automatically renew each year.
- We reserve the right to decline renewal.
- You may cancel with notice, but charges may apply (see Clause 11).
4. Contract Invalidation
Your plan may be cancelled if:
- False or misleading information is provided.
- Payment is more than 7 days overdue.
- A fault exists on our first visit.
- You fail to complete a required permanent repair.
- Unauthorised work is carried out on your system.
- Health and safety issues arise at the property.
5. Acceptance of Plan
Joining a plan does not guarantee that your boiler or heating system was originally installed to current standards. We accept no liability for existing design or installation faults.
6. Parts & Availability
We are not responsible for supplier delays. Replacement parts fitted may not be identical but will be suitable and functional alternatives.
7. Replacement of Parts
Parts will be replaced only when deemed beyond repair. Designer radiators and towel rails are not covered for replacement. Boiler heat exchangers damaged by sludge, scale, or debris are excluded.
8. Boiler Noise
As boilers age, operational noise may occur. This is considered normal wear and not classed as a fault.
9. Boiler Replacement
If your boiler is under 7 years old and unrepairable, we’ll replace it with a similar model (proof of age required). For older boilers, a loyalty discount will apply toward a new installation.
10. Access
We are not responsible for repairs where reasonable access is not possible. You may need to arrange access before work can proceed. We will not cover the cost of making good unless the damage was caused by our negligence.
11. Charges
If you cancel partway through a 12-month period, we may charge for any work completed at our standard rates.
12. Annual Service or Safety Certificate
Where included, we will contact you to arrange this, but you remain responsible for ensuring it is completed during the contract period.
13. System Flushing
If we recommend a power flush, we’ll provide a quote. Service plan cover resumes once the system is cleaned.
14. Exclusions
Our service plans do not cover:
- Pre-existing faults or design issues.
- Damage caused by you or third parties.
- Property damage resulting from system breakdowns (e.g., ceiling leaks).
- Faults due to sludge, scale, or blockages.
- Removal of sludge, scale, or corrosion inhibitor costs.
- Boiler repairs exceeding £250 within the first 3 months.
- Damage from weather or freezing.
- Asbestos or hazardous materials.
- Cosmetic or decorative parts.
- Concealed flue sections.
- Gas supply between meter and boiler.
- Damage from fire, flood, lightning, or natural events.
- Adjustments to time controls (unless already on site).
- Delays caused by unavailable parts.
- Replacement of boilers if parts are obsolete (at our discretion).
- Accidental or malicious damage.
- Routine maintenance such as bleeding radiators or topping up pressure.
- Repairs requiring access to buried or inaccessible pipework.
- Repairs exceeding £400 in cost.
- Replacement of taps or showers.
- Below-ground drainage or mains supply pipes.
- Replacement of baths, basins, toilets, or shower cubicles.
15. Liability
Our total liability under this agreement is limited to the total value of your current year’s service plan payments.
We are not liable for loss of earnings, profit, or business.
Nothing in these terms excludes liability for death or personal injury caused by our negligence.
16. Regulation Notice
This agreement is a maintenance contract, not an insurance policy. Denner Heating & Plumbing is not regulated by the Financial Conduct Authority (FCA).