Terms & Conditions (Maintenance Contract)

Payments will be taken on the 15th day of each month by direct debit, or the next working day.

The contract will run for a period of one calendar year from the date that your

first payment is received (‘initial term’), subject to the outcome of the engineer’s inspection at the initial subject to survey visit

If you have more than one boiler, you will be required to have a separate agreement for each boiler.

We will notify you in writing of any changes to pricing or terms and conditions.

START DATE

Your cover will begin on the date which we process your first payment (15th day of the month). Please note that for any applications received after the 3rd day of the month

cover will not begin until the 15th day of the following month.

RENEWAL

The contract renewal date will be the yearly anniversary of the date that your first payment is received.

We will automatically renew your contract at the end of each contract year unless notified not to,

in which case the contract will expire.

We reserve the right to refuse to renew a contract.

Please note if your contract is renewed automatically, you have the statutory

right to cancel within 14 days of the renewal date (your‘‘cooling off period’).

INITIAL INSPECTION

If you choose our Central Heating and Boiler cover, we will inspect your system and appliance to

make sure they are safe and in good working order. If the inspection reveals a problem, we may:

Tell you what work is required and what it will cost for the work to be carried out.

Offer you an alternative agreement, or Cancel the agreement and refund any money you have paid.

If your Appliance is in good working order, our service engineer will carry out the annual service

and fill in an inspection checklist to show you what he or she has checked.

We will normally do this inspection and service within 28 days or the beginning of your agreement.

ACCEPTANCE ON TO CONTRACT:

Acceptance of a system or appliance on to a contract does not imply that it is installed satisfactorily or

to current standards or codes of practice or that any spare parts required are guaranteed

to be available for the appliance.

YEARLY INSPECTION

Annual Service and Safety Inspection We aim to carry out the safety and maintenance inspection around

the same time each year where possible, depending on our workload and your appointment preferences.

We will contact you approximately one month before your appliance annual service is due with a timed appointment. If this appointment

is not suitable you can call us at any time to arrange or rearrange your safety and maintenance inspection.

CANCELLATION POLICY

We may cancel your agreement if; You have given false information We find something wrong on the initial inspection and you decline the remedial

works. We are not reasonably able to find parts to keep your system or appliance working safely, or Circumstances arise (including health

and safety issues) which make it inappropriate for the contract to continue. You fail to keep up your monthly payments, you will not be covered

in any period where payment has not been received. You do not allow us access to your property within a reasonable period. Your home is unfit to

carry out works in. You change your boiler or an appliance that the contract covers. We retain the right to cancel your agreement at any

time should we deem it appropriate.

ACCESS:

It is your responsibility to let us into your property. If you do not allow us access to your property to perform the services as arranged, we may charge

you additional costs incurred by us as a result.

IF WE CANCEL YOUR AGREEMENT:

You will receive a full refund based on how long is left of your 12-month agreement and number of payments received. There will be a minimum

charge of £95 if we have carried out the annual boiler service or any other maintenance work.

You have a right to cancel the contract between you and us without giving any reason within 14 days of it being entered. This is known as your

‘cooling off’ period. In order to exercise your right to cancel you must inform us of your decision by a clear statement (e.g. a phone call, letter or email).

You may use the cancellation form below, but you do not have to. All agreements are for 12 months. You may cancel your agreement with us if we

consistently fail to do something which we should have done. In this case, you will receive a refund calculated as if we had cancelled the agreement.

SPARE PARTS & REPAIRS

If we do not carry the spare parts your repair requires on the day, we will endeavour to find parts from our suppliers. We may not always be able to

replace parts like-for-like and therefore may use an approved alternative or standard range of product. For example, parts may not always be the same

design or colour as the original, should we find any boiler parts to be obsolete we will not be able to carry out the associated works and we will instead

provide a quotation for a replacement boiler. If 3 or more repairs are required on a boiler within any 1-year period, it may be deemed beyond economic

repair. In such circumstances, Southern Heating will provide a quotation to replace the boiler with a £250 discount.

LIABILITY

We will meet our Liabilities under this agreement within a reasonable time unless unable to do so because of circumstances beyond our control.

We cannot accept liability for any delays or non-performance of our obligations under this contract as a result of any event or circumstance beyond our reasonable control.

Where possible, we will take all reasonable steps to minimise the effect of the delay. All services are offered during our normal working hours, Monday to Friday

08:00-17:00. An engineer will normally be with you within 24 hours. Emergency service is available under our 24/7 emergency cover for uncontrolled water leaks or

emergencies posing an immediate risk to your health or property. We aim to attend emergencies within your home within 3 hours.

We will make good any damage to your property negligently caused by us while providing services. 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 (e.g. damage caused by water leaks)

USING PERSONAL INFORMATION

We will always endeavour to handle your data in compliance with the General Data Protection Regulations (GDPR) and will store any data in a secure server.

Information you provide may be used by us to identify you when you contact us but only when information is volunteered to us, to assist us with accounts,

services and products we have provided before, now & in the future. We will retain your information if you are our customer and will send you

reminders when you have services due and information about our engineer when en route.

If at any time in the future you wish for your information to be removed from our systems please contact us.