Terms & Conditions – Homecare Service Plans
(Domestic residential properties only – excludes landlord/tenanted properties, Airbnb/holiday lets, commercial properties, or large
domestic properties with over 25 radiators and/or 3 bathrooms)
Scope of Cover
The Winter Warmer Club Homecare Service Plans are available for domestic residential properties only. These plans do not apply to landlord or tenanted properties, Airbnb/holiday lets, commercial premises, or large domestic properties with over 25 radiators and/or 3 bathrooms.
Properties located outside a 50-mile radius of our base may be subject to an additional surcharge on monthly plan fees.
By signing up, you confirm that the property qualifies under these terms. If it does not, your plan may be cancelled or automatically transferred to an appropriate landlord plan.
Contents
- Definitions
- Service Plans Overview
- Contract Renewal & Cancellation
- Exclusions
- Contract Invalidations
- Acceptance of Systems
- Parts & Repairs
- Boiler Noise & Age
- Boiler Replacement & Beyond Economical Repair
- Access to Property
- Charges & Call-Out Fees
- Annual Boiler Service / Certificates
- System Flushing Requirements
- Call-Outs & Urgency Levels
- Home Plumbing Cover
- Home Electrics Cover
- Home Internal Drainage Cover
- Bolt-On Options
- Changes to the Agreement
- Final Legal Clauses
3. Contract Renewal & Cancellation
3.1 Minimum term: 12 months from first payment.
3.2 Contract renews annually unless cancelled with 3 months’ notice by calling 01253 422343.
3.3 Cooling-off period: cancel within 14 days without penalty.
3.4 Cancelling after service completed within the first 3 months: full standalone service cost will be charged.
3.5 Cancelling after incentives (e.g. free diagnostics, discounts): the full value of the incentive will be invoiced.
3.6 Cancelling Direct Debit does not end the contract. Outstanding fees or the full year’s balance will be taken by our system. Banking recharges will result in additional charges being reapplied.
3.7 Silver exception: Immediate cancellation permitted. Any monies paid are forfeited. If a service has been carried out before full payment, the outstanding annual plan fee or full standalone service cost will apply.
4. Exclusions
- Pre-existing faults or design issues.
- Damage caused by third parties.
- Property damage caused by leaks or breakdowns.
- Sludge, scale, or blockages (including related damage).
- Repairs over £250 in the first 3 months.
- Weather damage (flood, freezing, storms, lightning, etc.).
- Dangerous material removal (e.g. asbestos).
- Decorative parts, paintwork, batteries, casings.
- Flues concealed in buildings, flues over 3m, vertical flues, lead slates.
- Gas meters/supply from meter to appliances.
- Accidental, malicious, or theft-related damage.
- Routine maintenance tasks (bleeding, topping up, relighting, descaling, tracing leaks).
- Repairs costing over £400 unless agreed.
- Replacement of showers, taps, toilets, baths, cubicles, basins (repairs only).
- Below-ground drainage, cast iron or lead pipework, Saniflo pumps.
- External mains supply pipes.
- Loss caused by delays in part availability.
- Boilers >12 years old, obsolete, or excluded brands.
- Underfloor heating, one-pipe systems, or dual-boiler properties.
5. Contract Invalidations
- Invalid/misleading information provided.
- Payment not received within 7 days.
- Faults found at first visit.
- Permanent repair recommendations ignored.
- Work carried out by unauthorised persons.
- Health & safety issues preventing safe work.
6. Acceptance of Systems
- Acceptance does not imply the system meets current standards.
- No liability for design/installation defects.
- No warranty on system fitness for purpose.
7. Parts & Repairs
- Alternative parts may be fitted if originals are unavailable.
- New parts fitted only where old parts beyond repair.
- We are sole arbiters of part condition.
- Heat exchangers damaged by sludge/scale are excluded.
8. Boiler Noise & Age
- Older boilers may become noisy.
- Noise due to age or water condition, velocity or mains pressure is not a fault and is excluded.
9. Boiler Replacement & Beyond Economical Repair
- If a boiler is deemed unrepairable, we will offer a discounted replacement (plan must continue/upgrade).
- No repairs attempted on obsolete boilers, those over 12 years old, or where parts are unobtainable.
10. Access to Property
- We are not liable for repairs where access is restricted.
- Includes where parking is unavailable within 200m, or pay & display/restrictions prevent access.
- Customers must ensure access is provided.
- Making good decoration/finishes is the customer's responsibility unless damage is our negligence.
11. Charges & Call-Out Fees
- Fair usage: 3 call-outs per year included.
- Excess call-outs: £94 + VAT each.
- Mid-year cancellations: services already provided charged at standard rates.
12. Annual Boiler Service / Certificates
- Where included, services usually arranged May - August each year
- The customer remains responsible for ensuring access and service is done, we will send reminders but are not
responsible for the overall booking
13. System Flushing Requirements
- If sludge is present, a flush may be required (quoted separately).
- Continued cover may be conditional on flush being completed.
14. Call-Outs & Urgency Levels
- High (same-day/24 hrs): Gas leaks, no heat in freezing weather or sub 5 degrees externally, vulnerable customers, uncontainable leaks, no working toilet.
- Medium (within 48 hrs): Containable leaks, boiler breakdown (non-vulnerable), shower down but bath available.
- Low (48+ hrs): Minor repairs, routine maintenance.
Ultimate Plan: Direct WhatsApp contact permitted or usual routes of contact.
All Other Plans: Call 01253 422343 and follow prompts.
Our out of hours times are from 5pm - 9pm Monday - Friday and 9am -9pm weekends. This may be affected by public holidays. We will not attend a call out outside of these times. Silver customers will be booked in during usual business hours and will receive usual discounts from call outs as they are on a standard service only plan and not a repair plan.
15. Home Plumbing Cover
Included: leaks, valves, toilet flushes, traps, wastes, washing machine/dishwasher valves, tap leaks, pipework.
Exclusions: (but not limited too) guttering, downpipes, soakaways, cast iron, shared drains, lead pipework, external stop taps, galvanised tanks, replacement of tanks/cylinders/sanitaryware, silicone reseals, shower/bath replacements, below-ground drainage, concealed units, digital showers, shower pumps.
16. Home Electrics Cover
Included: sockets, switches, basic light fittings, immersion timers, extractor fans (≤15cm), smoke alarms, outside lighting (below10m).
Exclusions: (but not limited to)appliances, cooker hoods, fuse boards, EV chargers, solar panels, batteries, smart hubs, smart tech/lighting, undersized or poor DIY wiring.
17. Home Internal Drainage Cover
Included: internal traps, wastes, blocked toilets/pipes, unblocking drains to restore flow.
Exclusions: (but not limited to) below-ground drainage, guttering, downpipes, lead pipework, cast iron, odour removal, concealed pipes requiring access.
18. Bolt-On Options
- Gas Fire Service: Annual service (repairs excluded).
- Home Plumbing: Same terms as Clause 15.
- Home Electrics: Same terms as Clause 16.
- Unvented Cylinder Service: Annual service/safety check (repairs excluded).
- Air Source Heat Pumps: Covered as boilers; repair times may exceed 48 hrs due to specialist parts. Excludes compressor
faults, poor design/installation, insulation issues.
- Additional Boiler/ASHP: Cover available per appliance depending on plan.
19. Changes to the Agreement
- Terms/prices may change over time (not within the first 12 months).
- Updated T&Cs available on website or by request. Plan holders should always seek updated terms where required and it is your responsibility to make sure you have the most up to date copy. Any previous signed terms roll over to the most updated terms
20. Final Legal Clauses
- This is a maintenance contract, not insurance.
- We are not FCA regulated.
- Governing law: England & Wales.
- Maximum liability capped at the value of the plan in the current year.
- No liability for consequential loss (business, profit, goods, etc.).
- Nothing limits liability for death or injury caused by our negligence.
