Service plan & company terms and conditions

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1. These terms

1.1 What these terms cover. These are the terms and conditions on which we supply Services to you.

1.2 Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide Services to you, how you and we may change or end the Contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.

2. Information about us and how to contact us

2.1 Who we are. We are SHNUGG LIMITED a company registered in England and Wales.

Our company registration number is 13283957 and our registered office is at Office 2, The Factory, High Street, Thorpe-le-Soken, Essex CO16 0EA . Our registered VAT number is 377554652.

2.2 How to contact us. You can contact us by telephoning our customer service team on 0330 390 3908 or by emailing us at or writing to Office 2, The Factory, High Street, Thorpe-le-Soken, Essex CO16 0EA. Our current opening hours are Monday to Friday from 9.00am to 5.30pm, and we are closed on Bank Holidays.

2.3 How we may contact you. If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order. We will only use your personal information as set out in our privacy policy (see clause 15.1).

3. Interpretation

The following definitions and rules of interpretation apply in this agreement.

3.1 Definitions.

Annual Boiler Service: an annual service of your gas Boiler and Systems (including such repairs and replacements as described in these terms) to check they are safe, efficient and comply with the relevant laws and regulations.

Approved Products: a list of the Boilers or parts that we can repair or replace.

Authorised Representative: any person that you have authorised to act on your behalf for the purposes of this Contract.

Boiler: a single natural gas boiler in your Home that is designed for domestic use and has a heat output capacity of up to 70kW, including the Flue and the controls that make it work, the programmer, any thermostats, motorised zone valves and Central Heating pumps.

Call Out Fee: the amount you have elected to pay towards completed repairs or replacements. You will only pay this once per fault within the Contract Period. Our engineers will determine whether it is the same fault.

Central Heating: the heat and hot water System in your Home, including your radiators, expansion tank, bypass and valves, filters, cylinders, immersion heater and its wired-in timer switch, and the pipes that connect them.

Contract Period: the total length of the Contract from the day your Contract starts until your Contract ends, as shown on your Statement.

Contract: these terms and any other agreement between us to take out the Care packages as shown on your Statement.

Designer Radiator: means a curved radiator or a radiator of particular artistic design, an intricate shape or made from materials such as glass, marble, stone, wood, cast iron or similar nonstandard material.

Flue: the pipe used to remove waste gases produced by the Boiler.

Gas Supply Pipe: the pipe that connects your gas meter to your gas Boiler and other gas appliances you have in your Home.

Home Electrics: electrical wiring, fuse boards and electrical fittings inside and outside your property.

Home: a building designed for Residential Use that you live in or rent out for someone else to live in, including any attached garage or conservatory.

Initial Boiler Service: an initial service of your Boiler to check that it is working properly and installed properly. We also conduct an Annual Boiler Service at the same time if the System passes the Initial Boiler Service.

LGSR: has the meaning given in Schedule 1.

Plumbing and Drains: The System of pipes, tanks and fittings for the water supply and sanitation in a building.

Power Flush: a process designed to remove Sludge and other debris from your Central Heating.

Pre-Existing Faults: any problems with the Boiler that our experts determine existed prior to commencement of your Contract.

Residential Use: a building where fewer than half of the rooms are used for any type of commercial purposes. Please note that we can only maintain it if the total output of all Boilers combined is less than 70kW.

Care packages: the various packages we offer in respect of the Services, details of which can be found in Schedule 1.

Services: the services as set out in Schedule 1.

Sludge: the natural build-up of deposits in your Boiler or Central Heating System as it corrodes over time.

Statement: the document that shows the Care packages you have with us, the Contract Period, how much you will pay and any Call Out Fee.

Stopcock: a valve for turning off and on the cold-water System in your Home, which is also known as stop tap or stop valve.

System: a particular area of the Home and appliances that we have agreed to protect as set out in the Services. Depending on your Service Package, these are the Boiler, Central Heating, Plumbing and Drains and Home Electrics.

VAT: value added tax chargeable in the UK.

3.2 A reference to writing or written includes email.

3.3 Any words following the terms including, include, in particular, for example or any similar expression shall be construed as illustrative and shall not limit the sense of the words, description, definition, phrase or term preceding those terms.

3.4 Unless the context otherwise requires, words in the singular shall include the plural and, in the plural, shall include the singular.

4. Our Contract with you

4.1 How we will accept your order. Our acceptance of your order will take place when we visit your property and do a visual inspection and service of your Boiler then we will tell you that we are able to provide you with the Services, which we will also confirm in writing to you, at which point the Contract will come into existence between you and us.

4.2 If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing and will not charge you for the Services. This might be because of unexpected limits on our resources which we could not reasonably plan for, because your Boiler or heating system does not meet the minimum requirements to be eligible for the Services, because a credit reference we have obtained for you does not meet our minimum requirements, because we have identified an error in the price or description of the Services or because your Home is outside of the geographic area that we cover.

4.3 Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

5. Your rights to make changes

5.1 If you wish to make a change to the Services, please contact us. We will let you know if the change is possible. If it is possible, we will let you know about any changes to the price of the Services, their timing or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.

6. Our rights to make changes

6.1 We may change the Services:

(a) to reflect changes in relevant laws and regulatory requirements; and

(b) to implement minor technical adjustments and improvements, for your benefit in the delivery of the Services.

6.2 In the event that we need to make more significant changes to the Services and these terms, we will notify you with 30 days’ notice and you may then contact us to end the contract without any penalty.

7. Providing the Services

7.1 When we will provide the Services. We will supply the Services to you from the date set out in the Statement until either you end the Contract for the Services as described in clauses 10.1 to 10.6 or we end the Contract by written notice to you as described in clause 10.7.

7.2 We are not responsible for delays outside our control. If our performance of the Services is affected by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event but if there is a risk of substantial delay you may contact us to end the Contract and receive a refund for any Services you have paid for but not received.

7.3 Reasons we may suspend the Services. We may have to suspend the Services to:

(a) deal with technical problems or make minor technical changes.

(b) update the Services to reflect changes in relevant laws and regulatory requirements

(c) make changes to the Services as requested by you or notified by us to you (see clause 6).

7.4 Your rights if we suspend the Services. We will contact you in advance to tell you we will be suspending the Services, unless the problem is urgent or an emergency. If we have to suspend the Services for longer than 30 days, we will adjust the price so that you do not pay for Services while they are suspended. You may contact us to end the Contract if we suspend the Services, or tell you we are going to suspend them, in each case for a period of more than 30 days and we will refund any sums you have paid in advance for Services not provided to you.

7.5 We may also suspend the Services if you do not pay. If you do not pay us for the Services when you are supposed to (see clause 13.3) and you still do not make payment within 30 days of us reminding you that payment is due, we may suspend supply of the Services until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the Services. We will not suspend the Services where you dispute the unpaid invoice (see clause 13.6). We will not charge you for the Services during the period for which they are suspended. As well as suspending the Services, we can also charge you interest on your overdue payments (see clause 13.4).

7.6 Ending the Services. We may write to you to let you know that we are going to stop providing the Services. We will let you know at least 30 days in advance of our stopping the Services and will refund any sums you have paid in advance for Services which will not be provided.

8. Initial and Annual Boiler Services

8.1 Initial Boiler Service. Your Service Package includes an Initial Boiler Service which will be carried out within the first 28 days of you taking out the Service Package or changing address. At the Initial Boiler Service our engineer will check that your Boiler is on our Approved Products List and was installed according to manufacturer's instructions. We will also check that Boiler or Systems are working and do not have any Pre-Existing Faults.

8.2 Upon agreement with you, your yearly annual service visit will be profiled to take place during the months of April and September

8.3 If there are no Pre-Existing Faults, we will also carry out an Annual Boiler Service at that point.

8.4 In the event that your existing Boiler is not on the Approved Products or has a Pre-Existing Fault,

we may:

(a) offer you a different Service Package.

(b) tell you what repairs are required and quote for the cost of these; or

(c) cancel your Contract or Care packages.

8.5 Please note that an Initial Boiler Service will not be required where:

(a) we have installed a new Boiler for you; or

(b) we have already carried out an Initial Boiler Service or an Annual Boiler Service at your

address in the last twelve months.

8.6 Annual Boiler Service. Your Service Package includes an Annual Boiler Service, and this may require us to test the gas produced by your Boiler or adjust and clean the Boiler. Once complete, our engineer will produce a checklist to show you what we have checked for the purposes of this Annual Boiler Service.

8.7 To arrange the Annual Boiler Service we will contact you or your Authorised Representative. If we are unable to contact either of you after three attempts, then you must arrange the Annual Boiler Service. Please note that you will not be refunded where you miss the Annual Boiler Service but may arrange this at any point during the Contract Period.

8.8 You may request your Annual Boiler Service at any time if we have not already completed it, but we reserve the right to prioritise breakdowns during periods of high demand and may therefore arrange the Annual Boiler Service to a more suitable time.

8.9 We will inform you if we find a problem or fault that needs to be fixed and carry out any repairs and replacements which are included in the Service Package you have selected at the time of the Annual Boiler Service or follow up with an appointment shortly after.

8.10 We will provide ongoing support to ensure that the Boiler and other Systems that we checked at the Annual Boiler Service continue to function correctly. You may contact us during your Contract Period if you have any problems and we will attempt to help you over the phone with technical assistance, if we cannot assist you over the phone, we will send out an engineer to repair any issues.

8.11 Please note that if your Service Package has a Call Out Fee, we will have to pre-authorise payment before undertaking any repairs.

8.12 We will not be able to carry out any repairs or replacements that are included until the Initial Boiler Service is complete. If an Initial Boiler Service is not required, then we can carry out an Annual Boiler Service following commencement of your Contract.

8.13 Landlords/Tenant occupied Homes. Your tenants or letting agents can call us directly to arrange an engineer’s visit to save you having to be at Home.

8.14 Engineers. We will send a Shnugg Limited approved Gas Safe engineer to carry out the work for your gas heating and appliances. We may send an approved plumber or electrician where you buy any additional products from us.

9. Repairs and replacements

Our work

9.1 We will complete any repairs or replacements of any parts that we check during your Annual Boiler Service. However, we will need to complete an Annual Boiler Service before completing any repairs.

9.2 Any repairs or replacements required outside of the Annual Boiler Service may be subject to a separate charge if they are not related to the work that we carried out as part of the Annual Boiler Service

9.3 We will repair or replace any parts that we have supplied and are faulty within 12 months from the date the work was undertaken.

9.4 If we have supplied any faulty parts, we will repair or replace these parts we have supplied within 12 months from the date that we carried out the work.

Spare parts

9.5 The replacements which we will provide will have similar functionality to the replaced parts but will may not have the exact same features. Should you decide to provide us with a replacement part you have purchased, we will install it only if it is an Approved Product.

9.6 We will try to get parts from the original manufacturer or our approved suppliers but if we are unable to source such parts, we reserve the right to cancel your Contract. However, if you are able to find a manufacturer approved part, we will be happy to fit it and reimburse you if you provide us with a receipt and we deem the cost to be reasonable.

Call Out Fee

9.7 The Call Out Fee you have agreed to pay when you report a fault to us will be shown on your Statement.

9.8 The Call Out Fee is a payment towards a repair you request. If you call us out again for the same fault within the Contract Period, you will not have to pay an additional Call Out Fee. Our engineers will determine whether it is the same fault.

9.9 When we book your repair, we will ask to pre-authorise your debit or credit card for any Call Out Fee to the repair. If you are a landlord, the pre-authorised credit or debit card Call Out Fee can come from your tenants, letting agents or other party you have chosen. We will not put the charges through until after we complete the repair.

9.10 Where we reasonably believe that the people living in your Home are at a health and safety risk, we will send an engineer out even if we have been unable to pre-authorise a debit or credit card. We will however invoice you for the Call Out Fee and any other charges if the repair or replacement was outside your Annual Boiler Service after we have completed the work.

Power Flush

9.11 Gas Central Heating Systems over time build up Sludge that can block or narrow your pipes, radiators and Boiler parts. A Power Flush is one way of removing that Sludge from your System. We will tell you if your System needs a Power Flush to work properly. Please note that this will cost extra as this is not included in your Service Package.

9.12 If someone else carries out a Power Flush for you, we will need to see the receipt before we are able to carry out any repairs or replacement work for damage caused by Sludge.

Safety and third parties

9.13 We may inform you during the Contract that your Boiler, appliance or System requires repairs or replacements that are not included under your Contract to keep it working safely. If you choose not to follow this advice, we will be unable to complete any further repairs to your Boiler or System, and your Contract will keep running until you or we change or cancel it. Please note that you will still be liable for any payments under the Contract until it is cancelled.

9.14 If you request a repair, replacement or Service under your Contract or Service Package you will give us all the help necessary to recover any losses owed to us from third parties, following any repair or replacement that we carry out. We may ask you to give us help to recover loses before or after we carry out any repair or replacement.

Improvements or upgrades

9.15 Your Service Package does not include any improvements or upgrades. Where we have told you that an improvement or upgrade is necessary, we may stop providing the Services until such work has been carried out.

10. Ending the Contract

Your rights

10.1 You may contact us at any time to end the Contract for the Services. However, please note that you may incur the cancellation charges as detailed below.

Cooling off period

10.2 You have a 14-day cooling off period from the start of your Contract, where you may cancel your Contract immediately without penalty.

10.3 If you are in your cooling off period, we will cancel your Service Package from the date you tell us and we will refund you for the whole amount you have already paid, as long as we have not carried out any work under your Contract.

10.4 If we have carried out work for you before the cooling off period ends and then you cancel your Contract, you will have to pay the following cancellation charges:

Initial Boiler Service £96

Annual Boiler Service £96

Repair £170 minimum (or the full cost of the repair if greater than £170)

Landlord Gas Safety record £96


10.5 If you cancel after your cooling off period, we will cancel your Service Package from the date you tell us, but you will have to pay the remaining balance outstanding under the Contract.

10.6 Please note that cancelling your Direct Debit through your bank does not mean that you’ve cancelled your Contract with us. If you stop your Direct Debit without telling us, we will contact you to collect the money due. If we do not hear from you and you do not pay, we will cancel your Contract 30 days after the date we first found out your payment failed.

Our rights to terminate the Contract

10.7 We may terminate the Contract at any time by writing to you if:

(a) you do not make any payment to us when it is due, and you still do not make payment within 30 days of us reminding you that payment is due.

(b) you do not, within a reasonable time, give us access to your property to enable us to provide the Services to you.

(c) you give us false information.

(d) your Boiler is not an Approved Product.

(e) you do not comply with our recommendations to make permanent repairs, upgrades or improvements.

(f) you do not comply with the payment terms of your Contract.

(g) a Pre-Existing Fault is present during the Initial Boiler Service.

(h) we are unable to find the parts we need to repair your Boiler, appliance or System.

(i) you or any member of your property presents a risk to our engineer’s health and safety; or

(j) your Home is unfit or unsafe to work in.


10.8 Should we terminate the Contract in the situations set out in clause 10.7 we will refund any money you have paid in advance for Services we have not provided but we may deduct or charge you the money you are due to pay. You will not be refunded for moneys paid for Services already received.

11. Renewals

11.1 We will write to you at least 20 days before your Contract is due for renewal.

11.2 If you pay by Direct Debit, we will keep renewing your Contract automatically, unless you ask us to stop.

12. If there is a problem with the Services

12.1 How to tell us about problems. If you have any questions or complaints about the Services, please contact us (see clause 2.2 for details).

12.2 Summary of your legal rights. See the box below for a summary of your key legal rights in relation to the Services. Nothing in these terms will affect your legal 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 or call 03454 04 05 06.

The Consumer Rights Act 2015 says:

  • you can ask us to repeat or fix a 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 beforehand, what you're asked to pay must be reasonable.
  • if you haven't agreed a time beforehand, it must be carried out within a reasonable time.

13. Price and payment

13.1 Where to find the price for the Services. The price of the Services will be the price set out in your Statement. This shall not change unless you change your Contract or Services, or the Government changes the relevant tax. In such circumstances we will notify you of any changes to the price of your Contract.

13.2 We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we provide the Services, we will adjust the rate of VAT that you pay, unless you have already paid for the Services in full before the change in the rate of VAT takes effect.

13.3 When you must pay and how you must pay. You can pay for your Contract yearly or monthly by Direct Debit.

13.4 We can charge interest if you pay late. If you do not make any payment to us by the due date (See clause 13.3) we may charge interest to you on the overdue amount at the rate of 4% a year above the Bank of England's base rate from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.

13.5 Annual Boiler Service. Before we book your Annual Boiler Service, we will need you to pay for any unpaid payments and we may not visit the Home before these are paid.

13.6 What to do if you think an invoice is wrong. If you think an invoice is wrong, please contact us promptly to let us know. You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved we may charge you interest on correctly invoiced sums from the original due date.

14. Limitations and exclusions

14.1 Third party damage. We are unlikely to repair any faults or design faults that are caused by anyone apart from us. Our engineers will use their expert judgement to decide how the damage happened and whether anyone else has carried out any work on your Boiler, appliance or System and damaged it.

14.2 Excluded liability. We will not repair any faults that existed before you took out the Service Package and you shall not be permitted to bring a claim in respect of any faults in the first 14 days of any of the Care packages. Our engineers will determine when the damage happened and tell you what needs to be done to fix it, including giving you a quote for the cost of the repair. Once we or someone else has fixed it then we can then maintain it for you.

14.3 Beyond Economical Repair. Please note that where a repair will cost more than £500, the Boiler or part will be deemed ‘beyond economical repair’ and a new Boiler or part will be required. We will install the Boiler or part and quote accordingly for this.

14.4 Intentional damage. We will not repair or replace any parts that have been deliberately damaged or misused. Our engineers will determine how the damage happened.

14.5 Designer Radiators. We will not repair or replace Designer Radiators, but we can replace such a radiator with a standard radiator or replace it with a Designer Radiator that you have purchased yourself. Please note that in the event that we install a Designer Radiator that you have purchased, we will only accept responsibility for our workmanship, not any manufacturing faults in the radiator itself. Please note that we class a Designer Radiator as any radiator that is not a standard steel panel radiator such as a Stelrad Compact or a Myson Premier or any other radiator of this type. If you are unsure then please contact us and we will be able to advise you if your radiators are Designer Radiators or not for the purposes of the Contract.

14.6 Any other loss or damage. We are not responsible for any loss of, or damage caused as a result of, your Boiler, appliance or System breaking or failing unless you can show that we caused the damage.

14.7 Utility supplies. We will not repair your Boiler or System if the damage has been caused by changes in, or problems with, the supply of your gas, water or electricity. We will be willing to attend a Boiler breakdown for this reason, but charges may apply.

14.8 Stopcock. If we are unable to turn off the external water supply Stopcock to your Home to complete your repair, it is your responsibility to arrange for this to be turned off with your water services provider.

14.9 Household insurance. Your Care Package does not include repairing or replacing any damage caused by extreme weather, flooding, escape of water, structural issues, fire or explosions or any other kind of damage that is normally covered by household insurance.

14.10 Software, internet communications or radio signals. We are not responsible for any loss or damage caused by malicious, inappropriate or unintentional interference with the software, internet communications or radio signals of any Boiler, appliance, device or System included under this Contract.

14.11 Smart Home connections. We are not responsible for your internet connection or the data transmission to, or from any Boiler, appliance, device or control System.

14.12 Steel or iron pipes. We will not repair or replace steel or iron pipes from your meter to your Boiler or appliances. The only exception to this is your Gas Supply Pipe.

14.13 Concealed pipes. We are not responsible for the repair to any pipes buried within the fabric of the building (Floors or walls) including those that are a part of the heating and water systems within the property

14.14 Energy/Central Heating management Systems. We will not repair or replace energy or Central Heating management Systems.

14.15 Foreseeable losses. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of us breaking the terms of the Contract or where we fail to exercise reasonable care and skill. We are not responsible for any loss or damage that is not foreseeable. Please note that loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the Contract was made, both of us reasonably contemplated that it might happen.

14.16 Unlawful exclusions or limitations. We do not exclude or limit any liability on our part where it would be unlawful to do so. This includes liability for death or personal injury caused by us negligence or the negligence of our employees, agents or subcontractors, fraud or fraudulent misrepresentation, and breach of your legal rights in relation to the Services.

14.17 Property damage. If we are providing Services in your property, we will make good any damage to your property caused by us while doing so. However, we are not responsible for the cost of repairing any Pre-Existing Faults or damage to your property that we discover while providing the Services.

14.18 Business losses. We only supply the Services for domestic and private use. If you use the Services for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

15. Personal information

15.1 This Contract incorporates our Privacy Policy which sets out how we will use your personal data. A copy of our Privacy Policy can be found at:

16. Changes to your details

16.1 It is your responsibility to let us know if there are any changes to your contact details including telephone number, address or email. If you change your Boiler or any appliances during your Contract Period, please tell us so that we can check whether these are Approved Products or not.

17. Other important terms

17.1 We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the Contract.

17.2 You may only transfer your rights under our guarantee to someone else. You may only transfer your rights or your obligations under these terms to another person with our written consent.

17.3 Nobody else has any rights under this Contract. This Contract is between you and us. No other person shall have any rights to enforce any of its terms.

17.4 If a court finds part of this Contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

17.5 Safety risks in your Home. We will not start or continue doing any work in your Home if we believe there is a health and safety hazard. We will only return to finish the work if we are satisfied that the risk or hazard has been dealt with.

17.6 Manufacturer’s instructions. It is your responsibility to follow manufacturer’s instructions related to internet or mobile connected devices which are used to communicate with Boilers, appliances or Systems maintained under this Contract.

17.7 Ancillary damage. We will repair damage we cause by replacing items such as cupboards or filling in any holes up to £1,000 (including VAT). We will not replace or restore the original surface, which includes (but is not limited to) tiles, floor coverings, decoration, grass or plants.

17.8 Access to your Home. Our engineers will only work on your Home if there is someone 18 years or older there the whole time. They must be able to give instructions to our engineer on your behalf. It is your responsibility to arrange for us to access your Home. If we are unable to access your Home, you will need to rearrange the appointment. If you do not arrange a new appointment, your Contract will continue. However, after three failed attempts to get into your Home, we may cancel your Contract, but we will make sure we let you know beforehand.

17.9 Third-party warranty. If your Boiler, appliance or System is covered by a third-party warranty, it is your responsibility to make sure that any work we do does not affect that warranty. We will not be liable if any work we conduct on your Boiler or System does not comply with the manufacturer’s warranty.

17.10 Authorised Representatives. If you want to appoint an Authorised Representative, please let us know who they are so that we can note it on your Contract and communicated with them going forward.

17.11 Even if we delay in enforcing this Contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this Contract, that will not mean that you do not have to do those things or prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you, but we continue to provide the Services, we can still require you to make the payment at a later date.

17.12 Which laws apply to this Contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the Services in the English courts.

Schedule 1 – Services

a) We currently offer the following Care Packages on the below terms:

Comfy care plan

  • £6 per month which includes one boiler service during the 12-month term. This package does not include any callouts for boiler or heating system breakdowns and repairs.
  • Where boiler or heating system breakdowns occur during your Comfy care plan term, you should refer to the options available for ‘one off repairs’.

Cosy care plan

  • £14 per month or a one-off payment of £168
  • Care plan covers your boiler and controls only (limited to your boiler, associated timer and thermostat).
  • Includes your boiler service within the 12-month term and usually within the first 30 days.
  • Includes a maximum of 3 callouts per 12-month term (call-out and labour time included).
  • Additional callouts above the first 3 within the 12-month term will be charged at £80 plus parts at list
  • Subsequent hours will be charged at £50 per hour.
  • If we can fix your boiler without the need of any new parts and you are within your 3 callouts, no fee will be charged for the
  • Parts are chargeable at list

​Cover excludes

  • Existing faults with your boiler and system as determined by our engineer.
  • The breakdown or repair required outside of the boiler (excluding the clock/ programmer and thermostat)

Shnugg care plan

  • £19 per month or one-off payment of £228. Boiler, heating system and pipework breakdown protection
  • Care plan covers your boiler and your full heating system and
  • Includes your boiler service within the 12-month term and usually within the first 30 days.
  • Includes unlimited callouts (call-out and labour time included).
  • Parts are not chargeable

Cover excludes

  • Existing faults with your boiler and system as determined by our engineer.
  • For existing faults, you will be charged labour £80+ VAT for the first hour, £80+VAT (per hour) for subsequent hours and parts at list price.
  • Where faults identified are pre-existing and not covered and where the customer declines to proceed with the contract term, a cancellation charge of £80+VAT will be applied for the call out and diagnosis.
  • Any repairs where the combined cost of parts and labour exceeds £500 including VAT
  • If we cannot fix your boiler, then we will contribute £500 towards a new boiler purchased from Shnugg (This excludes at point of initial inspection upon contract start up and within the first 30 days

Warm care plan

  • £8 per month or a one-off payment of £96.00
  • Additional protection against your heating system and pipework breakdown.
  • Specifically, for those whose boiler is still within the warranty
  • Warm care plan protects the full heating system and pipework (which will not be covered by the manufacturer backed boiler warranty).
  • Includes your boiler service within the 12-month term and usually within the first 30 days.
  • Includes all callouts, labour, and
  • Zero excess to pay

Cover excludes

  • Plumbing and /or drainage problems
  • Gas pipe leading to the gas

Prices may be subject to change and annual increases.

2)  Boiler Service Details

a. All of the above Packages include the following:

  1. an Initial Boiler Service and/or Annual Boiler Service

b. The Annual Boiler Service includes the following repairs and replacements (if required), which will be carried out by our engineer at the time of the Annual Boiler Service, or at a follow up appointment after the service where the problem was identified. Determined by your care plan conditions these repairs may be chargeable:

  • repairs to a single natural gas Boiler in your Home that is designed for Residential
  • Use and has a heat output of up to70kW.
  • repairs to the Flue including the Flue terminal, up to one metre in length
  • repairs to the controls that make the Boiler work, including the programmer, any
  • thermostats, motorised zone valves and Central Heating pump (please note we will
  • arrange replacement controls if our heating experts or engineers advise that we are unable to repair them)
  • repairs to the Gas Supply Pipe (please note we will arrange a replacement Gas Supply Pipe if our heating experts or engineers advise that we are unable to repair them).

c. We are unable however to repair or replace the following:

  • damage caused by limescale, Sludge or other debris if our heating experts or engineers have advised you that you need to carry out repairs or a Power Flush/Magna Flush.
  • your Central Heating System.
  • any network hub, smart speaker, voice-controlled equipment or any Wi-Fi-related issues.
  • any part of your Boiler which directly supplies a swimming pool.
  • air or ground source heat pumps; and
  • any Systems or controls designed for under floor or outdoor heating
  • vertical flue components past the first metre
  • the gas supply before the gas meter

3) Heating Service Details

The Shnugg care plan package and Warm care plan include the following additional repairs and replacements (if required), which will be carried out by our engineer at the time of the Annual Boiler Service, or at a follow-up appointment after the service where a problem is identified.

  • Repairs to the expansion tank, radiators, bypass, and radiator
  • Repairs to the hot water cylinders and any immersion
  • Repairs to the pipes that connect the Central Heating System, for example, the pipes that connect to your radiators or

General Exclusions

We are unable however to repair or replace the following:

  • Existing faults with your boiler and system as determined by our engineer.
  • Damage caused by limescale, sludge or other debris.
  • Replacement of your central heating boiler and/ or system.
  • Any network hub, smart speaker, voice-controlled equipment, or any Wi-Fi related issues.
  • Any part of your boiler which directly supplies a swimming
  • Air or ground source heat
  • Any systems or controls designed for underfloor or outdoor
  • Vertical flue components past the first metre.
  • The gas supply before the gas meter.
  • The gas supply where the pipe needs to be replaced after the meter due to pipe capacity requirements.
  • Repairing your showers and taps, their parts and
  • Resetting your controls or replacing your
  • Repairing leak to pipes concealed within the solid fabrics of the building.
  • Repairs to any immersion heater wiring and time
  • Plumbing and/or drainage problems.
  • Noisy Boiler or heating components.

4) Landlord Services

Landlords can purchase any of the Service Packages detailed above and will also receive a Landlords Gas Safety inspection on all the gas appliances in the Home. After completing the inspection, we will issue the Landlords Gas Safety Record (LGSR). We will normally do the inspection of any additional gas appliances at the same time as we carry out the Annual Boiler Service or Initial Boiler Service of your Boiler.

a) In addition to the Services provided by the applicable Service Package detailed above purchased by the landlord, the following Services are also provided to Landlords:

  • An inspection of your gas meter, gas pipework and gas appliances in your Home; and
  • Gas Safety Certificate for your gas meter, gas pipework, gas Boiler and gas appliances.

b) In addition to the limitations set out in respect of any of the Service Packages detailed above which have been purchased by the landlord, we are also unable to provide the following:

  • repairs or a replacement of your gas meter.
  • the cost of re-inspecting any of the failures detailed on your LGSR; and
  • a LGSR for any gas Boilers or gas appliances that we have not inspected.

5) One-off repair

The purchase of a ‘one off’ repair is available for customers who do not wish to purchase a cover plan. 

  • One off repair includes the first hour charged at £80+VAT. This is a labour only charge and any parts determined by our engineers may be purchased at list price.
  • Subsequent hours labour is charged at £80+VAT per hour.
  • Where the customer declined to proceed with the repair after diagnosis, the charge for the first hour will still apply.


Company terms and conditions

At SHNUGG we aim to make everything as straightforward as we can.

Our terms and conditions are written in plain English and are as jargon-free as possible. If you would like any help or more information, please get in touch with our customer services team at


In these Terms & Conditions SHNUGG Limited (a company registered in England & Wales with company number 13283957) will be referred to as ‘the Company' and the person ordering the product will be referred to as ‘the customer'

All the terms of the contract between the customer and the Company are contained in this document and written specifications provided to the customer by the Company on the website. No variation of the terms shall bind either party unless such variation is made in writing and signed by the party to be bound.

  1. Any concession, latitude or waiver allowed by the Company at any time shall be without prejudice to their strict and full rights under this contract and shall not prevent the Company subsequently exercising such rights.

  2. We try to keep information on the website and in marketing materials relevant and up to date. However, such information should be used as a guide only because products and services are frequently updated and changed.

  3. Any reviews or comments made by members of the public on this website are their opinions only and do not form any part of the specification or advice given by the Company about products or services we supply.

  4. Pictures, text, videos and other material contained on the Company's website(s) and literature are subject to copyright restrictions and must not be copied or reproduced without the written consent of the Company.

  5. Trademarks and other intellectual property of the Company are protected and not to be replicated or reproduced.

  6. The Company is registered with the Financial Conduct Authority and may introduce you to third party finance providers if this is your preferred option of payment.


  1. All communication between the customer and the Company will be by email. The customer's email address used by the Company will be the same one supplied by the customer during the ordering process.

  2. When the customer places an order with the Company via the website, the Company will send the customer an email acknowledging the order and stating;

    1. details of what the customer has agreed to purchase.

    2. the total cost.

    3. arrangements for delivery.

    4. the minimum duration of any contract and arrangements for terminating the contract.

    5. how and when the customer can cancel an order and who pays for returning goods.

    6. an address where complaints can be sent.

    7. any guarantees or after-sales services the Company offer.

    8. conditions for terminating contracts.

    9. any helpline call charges that are more than calling an 01, 02 or 03 number, or a mobile or free number.


Delivery of goods

  1. The Company works hard to ensure the delivery of goods happens on time and with clear correspondence in advance. Notwithstanding this, the customer accepts that sometimes delivery issues occur, and this does not give automatic cause for cancellation.

  2. The customer is responsible for notifying the Company of any local restrictions that could impact the delivery of goods, for example local parking restrictions, steep stair climbs, stair climbs longer than 20 steps, on foot carrying distances greater than 30 meters.

  3. The customer agrees to have someone present at the property for when goods are scheduled to be delivered.

  4. The customer is responsible for keeping any equipment secure and dry once delivered. If equipment is damaged, removed or packaging opened then the customer will be liable for any costs or losses incurred by both themselves and the Company.

Inspection of the site

  1. After an order is placed with the Company, there is an opportunity for the customer to send photos to the Company using a customer specific weblink. This link is displayed on screen immediately after the order is placed and also sent on email. By viewing the photos in advance the Company can discuss any technical aspects of the installation prior to the engineer attending; this makes the installation process run as smoothly as possible ensuring the right boiler and materials are delivered to enable a suitable installation.

The customer agrees that any photos supplied during or after the ordering process are true and accurate images of what the engineer will see at the installation site.

If, upon physical inspection of the site, it is determined that equipment ordered is unsuitable or technically not possible to install as ordered, then the Company will inform the customer of why the installation cannot go ahead as ordered and discuss alternative options including any delay to installation that may be incurred. If the customer declines the alternatives offered, or if no alternatives can be offered, then the Company will give a full refund to the customer and remove any materials that may have already been delivered to site.

In exceptional cases where the Company determines an installation cannot take place, the Company reserves the right to decline any order at any time. Should the Company decline an order, no damages or expenses of any kind shall be payable by the Company to the customer beyond the refund of any money already paid in relation to the contract.

  1. If, upon physical inspection of the site, it is determined that more equipment or a significant amount of extra work is required, then the Company will inform the customer of any increase in costs prior to these costs being incurred. The customer will also be informed of any delay to installation that may be incurred. If the customer declines any extra equipment or work required to facilitate the installation work they are entitled to a full refund.

  2. The Company reserves the right to decline any order at any time up until completion. Should the Company decline an order, no damages or expenses of any kind whatsoever shall be payable by the Company to the customer beyond the refund of any money already paid in relation to the contract.

  3. Any changes in materials and/or specifications from those detailed in the contract, will only apply when supported by an Amendment to Order document issued by the Company, which must be approved by the customer (this approval may be carried out either by physical documentation or by email).

  4. Whilst every effort is made to ensure the delivery and installation timescales agreed during the ordering process are met, the Company reserves the right to delay installation for reasons including (for example) fires, strikes, illness, severe weather, lockouts, terrorism, war and any other causes beyond the control of the Company interfering with its execution or completion of the contract. Time shall not be deemed to be the essence of the Contract.

  5. [Abnormal boiler flues]. If the flue length required to install a boiler is longer than 3m, the Company reserve the option to pass on to the customer costs associated with extra flue parts required. This will be clearly discussed prior to any installation commencing. None of the boilers supplied by the Company work with twin flue options, if the customer’s existing boiler has two flue pipes (ie one for air intake, the other for exhaust) then the customer should call the Company before placing their order to discuss suitable options. If the customer’s boiler is in the middle of the house and the flue goes out of the wall, please call the company before placing your order as this is an abnormal flue.


Carrying out installation work

  1. The customer will need to provide free access to and from the installation property (both internal and external access will likely be required) on the agreed dates so that we can deliver and install equipment. You must also provide free access to water, gas and electricity (where applicable) for installing and testing your new equipment.

  2. It is the responsibility of the customer to ensure there is adequate vehicle parking for the engineer to park their van within 25 meters of the entrance to the property. Any charges for parking are to be paid by the customer. If a permit for parking is required, it is the responsibility of the customer to organise the permit or notify the Company of the restriction at least two working days before the engineer/delivery is due to arrive (or at the time of ordering, whichever is sooner).

  3. During the fulfilment of this contract, the customer agrees to provide a safe and respectful workplace for any persons attending the installation address. Persons attending a property to carry out work connected with this contract will leave the property if rude, abusive or unsafe conditions are encountered. If this happens, it will be at the sole discretion of the Company if a reattendance is arranged and what the charge for such a reattendance will be. In any event, no refund will be due from the Company to the customer if the site is vacated for reasons of safety, abuse or general rudeness.

  4. [Boilers in commercial premises] The website is designed only for domestic boilers in domestic properties. If the Customer is looking to have a new boiler installed in commercial premises then SHNUGG will be unable to do this work as the products/installer may not be suitable for the work required. Commercial premises require specifically qualified engineers and different rules regarding infrastructure. If your gas meter can supply more than 6 cubic meters of gas per hour, then you should contact SHNUGG before placing your order as again different qualifications and rules may apply.

  5. Prior to any attendance by the Company, it is the customer's responsibility to secure any permissions, licences or permits that may be required to authorise the work. Examples of such permit could be a listed building consent, landlord consent or freeholder agreement.

  6. Existing pipework, valves, radiators and other equipment should all be in working order. If they have been poorly installed or have become faulty any such failure or consequential damage is in no way the responsibility of the company (irrespective of if an engineer working on behalf of the Company has touched them or not).

  7. When completing the installation of new or upgraded pipework, the route for these pipes should be discussed with the customer and will need to be installed in a way which makes the most functional sense from an engineering point of view, not simply aesthetic. Pipework may need to be surface mounted and clipped in place. Our engineers will not bury pipework in the walls, under the ground or box the pipework in.

  8. The Company will always try to complete work before 6pm on the day of installation but may on occasion need to use a reasonable amount of overtime to achieve completion. It is a condition of this contract that your approval to such overtime is granted, although we will endeavour to minimise any disruption or inconvenience.

  9. Due to the Company's policy of continuous improvement, the customer shall have the benefit of any modification the Company may make to its products and procedures, albeit these changes may be made without prior notice to the customer. All illustrations within the company's website (and any advertising, marketing material or literature) and that of its suppliers are subsequently intended as a guide only.

  10. Whilst all reasonable care will be taken by the Company, it accepts no liability for any damage to existing plaster work, decorations, flooring etc which may be consequent upon the carrying out of the work detailed. Cuts or holes made to allow for equipment will normally be made good but not permanently finished or re-decorated. Floor boards will be reinstated or replaced where necessary but special and/or laminated floors cannot be permanently re-fixed. Any carpets which are lifted will be re-laid to the best of our operative's ability, however, we cannot be held responsible for carpets which have been nailed or glued down. It should be anticipated that an amount of redecoration may be required, this will be the customer's responsibility and is not included in the price.

  11. The customer understands that during/after any plumbing work carried out by the Company there could be changes in the water pressure in existing plumbing. Whilst the Company will exercise reasonable care in visually assessing the suitability of existing systems/pipework for any likely changes in pressure, the Company will not be liable for any damage caused to existing plumbing installations or any consequential damage caused by the failure or incompatibility of existing pipework, taps, valves, showers, other fittings or any appliances.

  12. [Boilers & Showers] You should be aware that due to the wide variety of showers available in the market place it is not possible for the Company to determine if a shower and your boiler will be compatible. The Company will not be liable if your existing shower/boiler is not compatible for any reason with a new shower/boiler.

  13. Whilst engineers working on behalf of the Company will take reasonable care not to damage wiring, plumbing and other services at your property, the Company cannot be held responsible for any consequential damage caused to existing services/installations that are not clearly visible.

  14. The Company will not be liable for any damage to your home which is caused as a direct result of structural defects or weaknesses at the installation address whether they are visible or not. If you are unsure of the structural integrity of your building you should engage an appropriately qualified structural surveyor prior to any attendance the Company may arrange in connection with the contract.

  15. Products and building materials can vary in colour, texture and general appearance. The Company accepts no liability for any materials used during the installation process having variations in colour, texture and general appearance. When matching materials (such as bricks and tiles) to existing materials which are part of the house, a close match is often not possible due to older products becoming obsolete and the effects of weathering over time. In summary, the Company accepts no liability for any materials introduced to the property matching any existing materials and explicitly states variations in colour, texture and general appearance are likely and will be accepted by the customer. The customer agrees to make available their own materials, at their expense, at the time of the work taking place if they would like a specific material (such as a matching brick) to be used.

  16. When adding new equipment to your house, our engineer will need to inspect existing relevant infrastructure to ensure it meets current regulatory standards and is of suitable performance. Should your existing infrastructure fail to meet relevant standards/capacity then we will give you the options to bring the infrastructure up to a standard which allows new equipment to be connected. At this point you may cancel your order for a full refund. If you do not wish to authorise the required additional work(s) but still wish the new equipment to be installed, we will leave the equipment for final connection by others and will not be able to commission the equipment. In such circumstances the customer is still liable to make payment in full as if the installation had been completed.

  17. [Boilers being fitted in loft space] Where a boiler is to be fitted in a loft space, access to the loft must be via a fixed loft ladder. From the top of the fixed ladder the loft must have a suitably boarded walk way to the boiler location. At the boiler location, at least 1 m² of suitable boarding must be in place under the boiler. Permanent lighting should also be present. If the boiler is within 2 meters of the loft hatch, the hatch will need to be able to be sealed off whilst an engineer works in the loft.

  18. The engineer will take pictures of your installed equipment and relevant infrastructure for the Company's auditing process and for our own records. The engineer may also attend with other people including managers, supervisors, trainees or apprentices. From time to time the Company may use pictures of installed equipment for marketing purposes.

  19. During installation, our health and safety plan requires the engineer to have access to working communication devices. If for any reason the engineer is unable to get mobile phone reception, the house holder agrees to make available to the engineer access to their telephone and internet connection for no charge.

  20. Upon completion of all physical works at the property, the customer (or their representative) may inspect the work before the engineer departs. Once the Company's appointed engineer is satisfied that the work is complete and the customer (or their representative) has been given the opportunity to inspect, then all works required to fulfil the contract are deemed to have been completed.

  21. When installing new equipment other trades may be required to complete the work. For example, an electrician may be required to wire controls to a new boiler. In such circumstances, the company will endeavour to leave the equipment working until another engineer can attend and perfect the installation at a time convenient with the customer.

  22. Sometimes things do not go to plan with the installation of new equipment. The customer agrees to give the Company and its engineers reasonable opportunities to put things right by providing access to the installation address and time to remedy any faults or problems. In addition to this, the customer undertakes to minimise or avoid any losses it may suffer as a result of the actions (or non-actions) of the Company or the appointed engineer.

  23. New equipment can sometimes not function correctly once first installed (for example a part may have become dislodged internally during transit). The Company works proactively with both customers and product manufacturers/suppliers in such circumstances to rectify the issue as quickly as possible. Sometimes faulty equipment needs refitting which can cause significant delays and inconvenience; the Company will do all that it reasonably can to minimise disruption to the household.

  24. If something within the customer's responsibilities/control (such as removal of asbestos or improving existing infrastructure) prevents delivery and/or installation of any goods/services ordered for more than 12 months after the order was placed with the Company, then the Company will be deemed to have performed the contract in full and entitled to retain all monies paid to date without deduction or refund in full or in part without the supply of any further goods/services.

  25. The Company are not liable for any loss of profit, loss of business, business interruption or business opportunity under any circumstances.

  26. Included as part of our fixed pricing is provision to access any external parts of a property where work is to be carried out providing it can be reached using a set of extension ladders (7m length) and a roof ladder (7m length). If access is required to the property exterior which is awkward to access safely using this regular equipment, then scaffolding or other access platforms/equipment may be required. The customer accepts that the Company cannot jeopardise the safety of engineers attending, and suitable access equipment may be required for which the customer will pay directly for or will reimburse the Company. The Company will discuss the cost of any access equipment required prior to starting installation work. The Customer may cancel and receive a full refund if they do not wish to pay for any access equipment that may be required


Finance and Payments

  1. If paying by credit or debit card, the payment of cleared funds from the customer to the Company is required prior to delivery and/or installation of goods. Payment is only deemed to have been received once the funds are showing in the Company's bank account as cleared funds. If the customer instigates an attempt to clawback payments (for example requesting a credit card chargeback) then the Company can pass on any costs and/or losses associated with dealing with and defending such action.

  2. All final invoices issued by the Company to the customer are issued after payment has been made and goods have been installed. Whilst any money is outstanding, the Company is entitled to delay or defer any or all work without any penalty due from the Company to the customer whatsoever.

  3. During the order process, if the customer would prefer to pay for goods and services using a finance package, the Company may introduce the customer to a third-party finance provider, such as Kanda Finance, on a referral only basis.

  4. If you have entered a credit agreement with a finance provider the Company has introduced you to, you will need to enter a separate agreement with that provider (payment of the contract balance will be automatically processed between the Company and the Finance Provider when the balance becomes due).

  5. If the Customer has entered a credit agreement via one of the Company's nominated finance providers, the terms of the agreement will apply as part of this contract. If the credit agreement is later cancelled, then subject to the terms of the 1974 Consumer Credit Act, the contract balance will become immediately payable by the customer. This does not affect your statutory rights.

  6. All goods supplied remain the property of the Company even though installed, by way of a lien, until fully paid for and the Company reserves the right of re-entry to remove any such goods whether fixed or otherwise, which remain unpaid for.

  7. All the prices displayed by the Company include VAT unless otherwise stated. Delivery and other service charges will be confirmed on screen during the specification and purchase process. After the point a customer completes an order to the Company, the price should not change even if the applicable VAT rate does.

  8. In the event of suspension or cancellation of the work at the request of the customer, or lack of instructions or delay on site caused by matters beyond the control of the Company, any extra expenses thereby incurred or losses suffered by the Company shall be chargeable to the customer along with a reasonable addition for administration and overhead costs. This condition shall not be construed as to affect any statutory or common law rights of the customer.

  9. The Company reserves the right at its sole discretion to accept or refuse any order placed by the customer until the appointed engineer has inspected the site and accepted the order.

  10. The customer is responsible for disposing of any packaging. Debris will be removed from site as part of the contract price, but this does not include the removal of any dangerous/hazardous waste material such as asbestos which we become aware of before or during the installation. It is the responsibility of the customer to arrange for the safe removal and disposal from site at their own expense and to provide the Company with a Clean Air Certificate as proof this work has been completed.

  11. If the customer would like to keep any old equipment or material that will be removed as part of any installation work ordered, they must let the appointed engineer know on the day of install. If requested by the customer, the Company will organise a skip for removal of all materials at cost price.

  12. [Converting to a combination boiler] Any water storage tanks in the loft which are decommissioned as part of the work will be left in place unless the engineer is requested to remove them whilst on site.

  13. Party Wall Act; it is the responsibility of the customer to undertake a party wall agreement with any neighbouring properties where required in advance of the Company attending site to carry out work.

  14. Under Construction (Design and Management) Regulations 2015 the Company needs to ensure operatives working on the site have access to welfare facilities including; a toilet, washing facilities, drinking water and facilities for rest in a warm indoor area. To reduce costs, the customer agrees to provide access to these facilities within the existing property for workers to use in a clean and respectful way. If the customer would like the Company to make alternative arrangements to comply with these CDM Regulations, they will notify the Company at least 14 days before any onsite works are due to commence and pay the additional cost of hiring such facilities 7 days prior to work commencing.

  15. Once the customer selects an installation date during the online order process, it's reserved for one hour. To confirm the installation date, the payment process (including the completion of any finance documents) needs to be finished by the customer within one hour. If the customer does not complete the payment process within an hour, the Company will endeavour to install/deliver equipment on the chosen date, however after the hour has lapsed, the company reserves the right to only offer an alternative delivery/installation slot.



  1. The customer will lose the right to cancel set out below should the Company complete the installation of your new equipment within 14 days of your order being placed and the customers has requested that the Company perform services within this 14-day period as it will be deemed that the Company has been engaged to carry out urgent maintenance or repairs at the customer’s household.

  2. The customer has a right to cancel this contract within 14 days without giving any reason provided the following conditions are satisfied;

    1. Notice of cancellation is emailed to either before any delivery is made, or within 14 days of the order being placed.

    2. Notice of cancellation is emailed to prior to the engineer attending site on the agreed date.

    3. Any email sent intended to serve as your statement of cancellation should be clear and unambiguous. You may use the following style of wording although this is not obligatory “I/we hereby give notice of cancellation for the contract number [insert contract number] for the supply of [item you wish to cancel] to [property address]. Signed [insert your name].”

  3. If the equipment has already been delivered, then the customer can cancel the order and receive a full refund. For the avoidance of doubt, due to the nature of the equipment, only the Company's appointed agents may transport equipment to be refunded. The customer is responsible for keeping any good to be refunded secure and provide access for collection when required.


Warranty specification

  1. Most items of significant value supplied by the Company are supported with a manufacturer backed parts and labour warranty providing they have been inspected and maintained annually. For example, a gas boiler will need to be serviced annually by a Gas Safe Registered engineer. The cost of servicing and inspecting after installation is not included in the price of this contract unless explicitly ordered during the purchase process. The customer must organise and retain service records for their equipment which must be produced to the Company or manufacturer upon request if making a claim under the warranty. After the installation, the company will ordinarily register your equipment warranty with the manufacturer and may email you the relevant details. For the avoidance of doubt, the warranty is provided by the manufacturer of the equipment supplied and not by the Company.

  2. Auxiliary equipment supplied (for example radiators and thermostats) typically benefit from a 2 year parts and labour warranty. Other equipment and components (such as water softeners) have different warranties, these will vary depending upon the manufacturer. The Company will provide details of any such warranties upon request.

  3. Any workmanship will be done with reasonable skill and care by a suitably qualified person. The installation of pipework, joints and hand applied seals benefit from a 1 year warranty to include all parts and labour.

  4. Any guarantee shall be null and void if payments are not made on the due dates and the above conditions are not adhered to. Furthermore, neither the Company nor the manufacturer of any parts or equipment will be liable to you, whether under this contract or otherwise (and whether to carry out any warranty repairs or otherwise) where any failure, fault or problem arises as a result of;

    1. Any failure of the customer or third parties in the care, operation, inspection, servicing or maintenance of any of the equipment which is not done strictly in accordance with the manufactures instructions. The customer is responsible for maintaining full and accurate service records for all equipment, without such records any warranty will be void.

    2. Any deliberate damage or vandalism.

    3. Damage caused by circumstances outside the control of the Company or the equipment manufacturer.

    4. A variation in a flow rate of water to any installed equipment.

  5. The replacement of any lamps, bulbs or filaments are excluded from the warranty as are any timers, thermostats, lockout devices or other such devices that may be connected to, or part of, the equipment after the expiry of the individual items relevant warranty period as detailed by the manufacturer.

  6. You must notify the manufacture of any warranty claim against equipment or components as soon as reasonably possible once you become aware of the fault with a product. The contact details are supplied in the instruction manual or you can email

  7. The warranty set out above applies specifically to the equipment installed as part of this contract. Any existing timers, controls, radiators, towel rails, pipework, drains, other equipment or other devices are completely excluded from any warranty offered.

  8. The Company, or any engineer appointed by the Company, is under no obligation to carry out any visual inspection or testing on any existing equipment (except as part of their regulatory duties). The risk of any of the existing system failing once the new equipment is installed is solely the responsibility of the customer. If the customer wishes to reduce this risk they can, at their own expense and independently of the Company, organise a suitable inspection and test of the existing system prior to the installation of new equipment being carried out.

  9. When the Company re-attend at the customer’s request but no fault is found, or the issue relates to something the Company are not responsible for, then the Company reserve the right to make a reasonable charge to cover costs for such an attendance.

  10. [Converting to a combination boiler] If you are looking to convert from a standard boiler to a combi boiler there will likely be a pressure increase in your pipe work. This increase in pressure will exacerbate any existing/past leaks and can cause new leaks to appear. The Company are happy to re-attend on two occasions for up to 2 hours total 'free of further charge' to identify and rectify leaks. After these attendances the Company will, upon request, provide a quote to renew all infrastructure that is likely to need further work/replacement.



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"Great service from start to finish, the engineer arrived early. I got a text message 30 mins before his arrival with a link to track where he was which was really helpful. I can’t recommend this company enough - 5 star."

Sam Hearn