Repair Maintenance & Support Terms & Conditions

Our Repair and Maintain, Landlords Safety and Service Only plans provide you with maintenance and support to help keep your boiler and controls maintained, supported and in good working order. This includes your system where you have purchased Boiler Radiator & Service Care or Landlord Boiler Care. These terms and conditions set out yours and our responsibilities in respect of these services.

Section 1: Definitions

Boiler: the single mains-connected natural gas boiler cared for by this plan (this only includes the parts inside the boiler casing; it does not include the flue).

Controls: the programmer (time control), central heating circulating pump, motorised valve(s), zone valves or diverter valves, room thermostat and the cylinder thermostat. All elements of the controls must be standard.

Home: the property at the address we have listed against the plan. maintenance & support

Services: the maintenance and support services set out in “The Maintenance & Support Services” below.

Plan: the contract of maintenance and support services that you have purchased.

Product(s): the boiler and its controls, located at the supply address and cared for by this plan. If you have Boiler Radiator & Service Care or Landlord Boiler Care, your product also includes the system.

System: the radiators, radiator valves, expansion tank, the accessible and visible pipework (only) directly associated with the provision of central heating (excluding any taps and their direct supply) and vented hot water cylinders holding less than 40 gallons or 182 litres. The system does not include thermal stores, their feeds, outlets or controls.

Thermal store: cylinders running directly off mains pressure water, and not from a cold-water storage cistern/tank, and can often be identified as a cylinder which is not open to the atmosphere.

we/us/our: Blue Emergency Cover, the provider of the plan, a company registered in England and Wales under company no. 180021652

you/your: the individual customer with whom we have entered into this plan.

Section 2: Introduction to Boiler Care What Does Boiler Care provide?

Boiler Care provides maintenance and support for your product, as long as it is operated in a domestic environment. It is designed to help ensure your product continues to work safely, correctly and to minimise the chances of mechanical and electrical breakdown.

Introduction to the different plans

There are different plans available under Boiler Care:

What products are eligible for Boiler Care? 

Your product must be: 

• owned by you and used for personal and non-business purposes only (for the avoidance of doubt products located in leased-out domestic homes are eligible);
• in good working order and under 15 years old when you take out the plan; and located in the United Kingdom.

Your product cannot be:

• a warm air unit, electric heating appliance, oil boiler or combined heat power unit;
• a commercial or industrial grade boiler/controls, such as one with more than 200,000 BTU/ HR 58.6K input; or
• located on a boat or in a caravan/mobile home.

Note – Repair and Maintain plan only applies to a single boiler. Any additional boilers would need to be looked after by a separate plan.

Is Repair and Maintain right for you?

You must be at least 18 years old and resident in the United Kingdom.

Section 3: The Maintenance & Support Services

Depending on the plan type you have selected or have been provided with by your landlord, your boiler plan will be made up of Maintenance & Support Services as indicated in the table below and as described further in these terms and conditions. Please note, your plan has a wait period of twenty-eight (28) days following your initial sign up and we will not provide any maintenance and support services in this time. We can provide with a quote for any works, but any charge for work carried out cannot be reclaimed.

Customer Help 

To ensure your product continues to work correctly and to optimise its performance, you can access our Maintenance & Support Services by calling us at any time on 0115 815 7544 or via our Blog – hints and tips online through our website.

Annual Service 

Once a year you can make arrangements for one of our Gas Safe service technicians to visit your home and perform an annual service on your product (your boiler, controls and, if part of your product, the system) to ensure that it is working efficiently. This will be carried out to statutory requirements and in accordance with the manufacturer’s recommendations. The Gas Safe registered service technician will also offer you advice on how to use your product. You can arrange this visit by calling 0115 815 7544 or clicking the link on the website and booking in your visit on the day you require.

Ongoing support 

In order to help ensure your boiler or heating system continues to function correctly, you can check the Blue Emergency Cover online website blog for hints and tips. In addition, you can call us at any time on 0115 815 7544 throughout the duration of the policy term if there is a problem with the operation or functioning of your heating system or if your boiler or other gas appliance fails the gas safety check (where you have Landlord Boiler Care) or the annual service. We will try to resolve any problem you may have, with an onsite visit from one of our Gas Safe registered service technicians to get your product working correctly again (see “Onsite visits” below). 

Onsite visits 

Where an onsite visit is required, we will either organise one of our Gas Safe technician visits or provide you with the details to allow you to organise the technician visit at your convenience via our website link. 

Breakdown and Service visits will take place during normal working hours which are 9 a.m. to 5 p.m. Monday to Friday on a date requested by yourself. Heating emergencies will be taken on Saturday and Sunday between the hours of 9 a.m. to 5 p.m. 

These visits will include repairs and maintenance checks on your boiler or heating system. We will pay for costs for call-out (other than the call-out fee, if one applies to your plan), labour and parts, as long as these are not covered by a manufacturer’s guarantee. Please have your plan documentation to hand when the service technician arrives. If we are unable to get a service technician to your property, we’ll permit you to use your chosen service technician. They must be gas safe registered. You will have to pay them and claim the cost back from us. Please keep a copy of your invoice to send to us. If we permit you to use your own chosen service technician and the proposed repair is estimated to cost more than the repair authority limit of £200, then you must ring Blue Emergency Cover on 0115 815 7544 for authority before work starts. 

Unauthorised work by a 3rd party on your appliance will not be covered by Blue Emergency Cover and your contract will be terminated.

Safety message 

If our Gas Safe technician finds that your gas appliance or heating system is unsafe (and, if relevant, it cannot be immediately repaired) they will label it and with your permission condemn it (and disconnect / isolate it), and it must not be used again until the fault has been corrected. This is extremely important for the safety of those at the property. Safety is of the upmost importance for Blue Emergency Cover.

Replacements 

If our Gas Safe service technician is not able to repair your appliance due to parts availability, or we decide that it is uneconomical for us to repair your product (because, for example the repair would cost more than the current price of your product at that time) we will issue credit up to a value of £500 (dependant on age of boiler). Under this plan, we will not be responsible for supplying a replacement boiler, flue, installation or upgrades or any delivery costs. Your plan will end immediately or you can take out a service only plan to keep your new boiler warranty.

Issuing a landlord gas safety record (Landlord Boiler Care only) 

If you have a Landlord Safety policy, each year you will need to contact Blue Emergency Cover to arrange for one of our Gas Safe service technicians to visit your home and carry out a gas safety check of the gas meter, gas pipework (from the gas meter) and gas appliances located at your home (CP12). You will then be given a record to confirm that this check has been carried out. If any part fails the check, we will include the full details in the record. You can arrange the check by calling 0115 815 7544.

Section 4: Fees, duration and cancellation 

• If you have a paid for plan, you will receive a full refund if you cancel the plan within the fourteen (14) day period from the plan sale date.
• If you cancel your plan after the cooling off period, you will not receive any refund. 
• If you have received a repair, prior to cancelling your plan, you may have to pay the cost of the repair. This will be capped at the plan fee (less any fees you have already paid in the current period). 

• where you fail to comply with certain conditions (see ‘Your responsibilities’ below); 
• where you fail to pay for the plan, (see ‘Fees’ above); or 
• where you have used threatening or abusive behaviour or language towards our staff. 

Section 5: Exclusions and standard terms 

• Damage of any kind to a boiler, appliance, heating system or its controls. 
• Damage during 3rd party interference of the boiler, appliance heating system or its controls by a third party not under our instruction. 
• Replacement, recall or modification of the product (or any part) by a supplier or the manufacturer. 
• Modifying or making a product comply with legislation or making it safely accessible. 
• Any problem with the supply of electricity, gas or water
• Costs or loss arising from not being able to use your product (e.g. buying temporary heaters or loss of earnings), or incidental costs caused by breakdown or repair (e.g. costs to remove or reinstate built-in or fitted equipment). 
• Damage to your premises or any other property or possessions, unless it is our fault. 
• Any loss, damage or impairment to functionality caused by neglect. 
• Any loss, damage or impairment to functionality caused by: earthquake, flood, lightning, fire, wind, humidity, weather conditions, salt spray, storm or other natural events or catastrophes, abnormally high or low temperatures, plumbing problems, corrosion, chemical exposure, radiation, explosion, sabotage, terrorism, insurrection, revolution, war, riot, armed conflict, civil commotion, rebellion, man-made events or catastrophes or technological hazards (such as computer viruses or date-change faults). 
• Repairs or modifications, where not approved by either us or the product manufacturer, 
• The cost of replacing any consumables (such as external fuses, batteries, seal/gaskets, fuel.

• Any work arising from hard water scale deposits in hard water areas. 
• Magnetite, sludge or blockages (including carrying out a power-flush) or servicing, clearing, replacing or repairing magnetic filtration devices (unless seal kits are provided). 
• Normal operation or adjustment of the product controls (except following a repair under this plan), any water pressure adjustments on sealed systems (except those connected with a repair approved under this plan). 
• Work on anything not part of the product, for example non-accessible or non-visible pipework, energy management systems, unvented pressurised cylinders (thermal stores), convector heaters, kick space heaters, curved/angled radiators (for bay windows etc), towel heaters/rails, underfloor heating, heat pumps, shower pumps, immersion heaters, solar panels, fuel lines to the boiler and the flue systems from the boiler, the cold water supply tank, its feed or outlet, taps, any pipework, controls or other parts associated with any of these items. 
• Work on non-standard pipework (i.e. greater than 35mm in diameter). 
• Work where the removal or disturbance of hazardous material (e.g. asbestos) is required. 
• Work on internet connected heating control equipment (such as Hive or Nest). 
• Any part of your boiler and controls which directly supplies a swimming pool 
• Repairing or replacing the flue including the flue terminal and or lining for any open flued appliances. 

Annual Service Plan Terms And Conditions 

Section 1: Definitions 

product: the single mains-connected natural gas boiler registered under this plan (this only includes the parts inside the boiler casing; it does not include the flue). 

plan: this contract of services. 

we/us/our: Blue Emergency Cover 

you/your: you, the individual customer with whom we have entered into this plan

Section 2: Introduction to the Annual Service Plan 

What products are eligible for the Annual Service Plan? 

Your product must be: 

• a gas fired boiler;
• owned by you and used for personal and non-business purposes only;
• in good working order and under 15 years old when you take out the plan; and
• located in the United Kingdom.

Your product cannot be: 

• a warm air unit, electric, or oil boiler or combined heat power unit;
• a commercial or industrial grade boiler, such as one with more than 200,000 BTU/HR 58.6K input; or
• located on a boat or in a mobile home.

Is the Annual Service only Plan right for you? 

You must be at least 18 years old and resident in the United Kingdom.

Section 3: The Annual Service 

Annual service 

Each year you should contact Blue Emergency Cover to arrange for one of our Gas Safe service technicians to visit your home and perform an annual service on your product; to ensure that it is working efficiently. This will be carried out to statutory requirements and in accordance with the manufacturer’s recommendations. The service technician will also offer you advice on how to use your product. You should arrange this annual service by calling 0115 815 7544. Any further annual services should be carried out on or around the anniversary of the preceding annual service, subject to your appointment preferences. Please note that where possible annual service visits should be scheduled for the summer months. Annual services visits will be carried out during the service technicians normal working hours which are Monday – Friday, 9am to 5pm.

What Blue Emergency Cover will pay 

Blue Emergency Cover will only pay the labour costs involved in carrying out one annual service each year. The annual service will include full testing of main boiler components and functionality, as per the manufacturer’s instructions. 

If the product fails the annual service, you the customer, must pay any costs to bring the product up to the required standards. 

Blue Emergency Cover will only pay for an annual service carried out by our Gas Safe service technicians. Blue Emergency Cover will only carry out an annual service to statutory requirements and in accordance with the manufacturer’s specifications.

Gas Safety Message 

If our Gas Safe service technician finds that your product is unsafe (and, if relevant, it cannot be immediately repaired) they’ll label it and with your permission condemn it (and disconnect / isolate it), and it must not be used again until the fault has been corrected. 

This is extremely important for the safety of those at the property. 

Note: all Blue Emergency Cover service and repair technicians are Gas Safe registered.

Section 4: Fees, duration and cancellation 

Fees 

You must pay the monthly fees (inclusive of all applicable taxes) by Direct Debit and make regular payments in accordance with the ‘Your payments details’ set out in your plan documentation. If you do not pay for your plan on time, it will be suspended from the due date. No annual services will be provided past this date unless payment is received. 

Wait period 

All plans provided by Blue Emergency Cover have a 28 day wait period. All plans will only start once the 28 day wait period has ended. 

Duration and renewal 

If your plan has a wait period (see ‘Wait period’ above) it will start after the 28 day wait period has ended. The start date is advised upon taking out your policy and continues for a year unless: 

• It ends early in accordance with these terms and conditions.

You must inform us at least 2 weeks before the date your plan is due to renew if you wish to cancel your plan (See ‘Your right to cancel’ below). Such cancellation will take effect on the expiry of the current plan term. Unless you have advised otherwise, the renewal fee will again be collected from your specified bank account, to ensure you are always protected. A cooling off period (lasting 14 days from renewal of the plan) applies at the renewal of your plan. We reserve the right not to offer you a renewal on your plan. 

Your right to cancel 

You can cancel the plan at any time. You will receive a full refund if you cancel the plan within the fourteen (14) day period from the plan start date, (the cooling off period). If you cancel your plan after the cooling off period you will not receive any refund. 

Our right to cancel 

We may cancel this plan where there is a valid reason for doing so by giving you at least 7 days’ written notice. 

Valid reasons include but are not limited to the following: 

• Where you fail to comply with certain conditions (see ‘Your responsibilities’);

• Unauthorised and/or dangerous work by a 3rd party on your appliance and/or heating system.
• Where you fail to pay for the plan, if applicable (see ‘Fees’ above); or
• Where you have used threatening or abusive behaviour or language towards field or office staff.

If we cancel your plan using this provision, you will receive a pro rata refund of the fees you have paid for the remaining unexpired days of your plan.

Section 5: Exclusions and standard terms 

General exclusions 

• Any request for an annual service which would not be in line with the manufacturer’s instructions.
• Any annual service where hazardous substances are present (such as asbestos).
• Costs incurred for annual services carried out by anyone other than our authorised Gas Safe service technicians.
• The servicing of anything other than the product. For example, the following will not be serviced: the time control, water circulating pump, motorised valve(s), room thermostat, cylinder thermostat, radiators, radiator valves, expansion tank, hot water cylinder, pipework, energy management systems, convector heaters, kick space heaters, shower pumps, immersion heaters or solar panels.
• Any water pressure adjustments on sealed systems.
• Any costs associated with any repairs or parts required where the product fails the annual service.
• Costs arising from not being able to use your product or from loss or damage caused when the product breaks down, including any costs to remove or reinstate built-in or fitted boiler or hotel bills.

The standard terms 

The terms set out in the “Standard Terms For All Plans” section below apply to the Annual Service Plan

Standard Terms For All Plans 

The following terms apply to all Boiler Care plans and to the Annual Service Plan. 

Your responsibilities 

• All information you give must be true, factual and not misleading.
• Your product must have been installed, maintained and used in accordance with the manufacturer’s instructions.
• If your boiler or heating system breaks down or malfunctions, you must take reasonable steps to limit damage, e.g., stop using it if this is likely to cause further damage.
• You must pay the fees when they are due.
• You must arrange any work required to ensure your product is accessible, compliant with all relevant safety standards and safe to work on (as determined by our service technician). We will not do any work where these standards are not met.
• You must ensure someone 18 or over is home for when you have booked the annual service or onsite visit.

If our service technician is not able to carry out the annual service or onsite visit because no one is home, you may be charged a call-out fee.

Restrictions on transferring your plan 

You cannot transfer the plan to a new owner

Transfer of the plan to another provider 

We may at any time assign and transfer your plan to another company, who will become the new provider of the plan. The new provider of the plan will perform the obligations set out in your plan as if it had been the original party to the plan with you and, from then on, your dealings will be with that party.

Changes to the terms and conditions 

We may modify or replace these terms and conditions in order to: 

• comply with, industry guidance or codes of practice;
• rectify errors or ambiguities; and
• reflect changes in the scope or nature of the maintenance provided to you. We will give you thirty (30) days’ written notice of any change that could have a material effect on your rights or obligations. The new terms and conditions will take effect from the date specified in the notice. If you do not agree with the changes, you must notify us within that notice period and we will cancel your plan at the end of the period for which you have already paid.

Exclusion of Third-Party Rights 

This plan is only for your benefit. No rights or benefits will be given to any other third party under the plan.

Response Time for Heating Breakdowns

We commit to responding to your heating breakdown within 24 hours of receiving your service request.
Our team will strive to promptly attend to your property and address the heating issue efficiently.

Out-of-Hours Emergency Water Leaks

Please be aware that our coverage does not extend to emergency water leaks outside of our regular business hours.
In the event of such emergencies, it is your responsibility to engage a qualified plumber.

We recommend having a reliable plumber on standby to address unforeseen water leaks during non-business hours.
Almost all home insurance policies offer coverage for emergency responses to domestic water leaks.

Liability for Third-Party Damage

While we make every effort to provide quality service, we cannot be held responsible for any third-party damage incurred during the course of our work.

This includes but is not limited to any damage caused by other contractors or professionals engaged by you independently.

We commit to responding to your heating breakdown within 24 hours of receiving your service request.
Our team will strive to promptly attend to your property and address the heating issue efficiently.