Care Plan Terms & Conditions

Important: These Terms apply to the four monthly Care Plans shown below. Emergency and out-of-hours attendance is subject to engineer availability, location, the nature of the fault and the selected plan, and is not guaranteed within a fixed timeframe.

1. About these Terms

These Terms govern the Boiler Care Plans supplied by Home Assist 365 Ltd (“Home Assist 365”, “we”, “us” or “our”) to the customer named on the plan (“you” or “your”). They should be read with your plan confirmation, our Privacy Policy, our general Terms & Conditions and any information provided to you before you join.

Nothing in these Terms limits your statutory consumer rights. If any provision conflicts with a right that cannot lawfully be excluded or restricted, that statutory right will apply.

2. Contact details

Home Assist 365 Ltd | Henleaze Business Centre, Harbury Road, Bristol, BS9 4PN | 0117 9474040 | helpdesk@homeassist365.co.uk | Company No. 11955704 | Gas Safe Registration No. 632778 | FCA reference 971539 (appointed representative of Koze Group Ltd, FRN 811281)

3. The four Care Plans

The current monthly plans and prices are:

A “month” means each monthly billing period under your plan. A standard-hours call-out is an engineer attendance during our normal working hours for a reported fault. The scope of any repair or parts cover depends on the plan selected.

4. What the plans include

4.1 Annual boiler service

Each plan includes one annual service of the eligible domestic gas boiler during each 12-month period of continuous cover. The service includes the safety and operational checks appropriate to the appliance and a service record.

4.2 Standard-hours call-outs

Where a plan includes a free standard-hours call-out, the call-out covers attendance and diagnosis. Repair labour and parts are included only where the selected plan expressly includes cover for that type of fault. Work outside the plan will be quoted before it proceeds.

4.3 Radiator & Pipework cover

Under the Radiator & Pipework and Complete Coverage plans, eligible faults affecting domestic radiators, radiator valves and central-heating pipework are covered subject to these Terms. Radiator replacement, system upgrades, new pipework, re-routing and work required because of design or installation defects are not included unless we agree otherwise in writing.

4.4 Boiler repair & parts cover

Under the Boiler & Parts and Complete Coverage plans, eligible boiler faults include reasonable repair labour and standard replacement parts needed to restore the covered boiler to working order, subject to eligibility, fair usage, parts availability and the exclusions below.

5. Emergency and out-of-hours support

Emergency and out-of-hours support is not a guaranteed round-the-clock attendance service. Availability depends on the selected plan, the nature of the fault, engineer availability and location.

Where your plan includes a half-price emergency/out-of-hours call-out, the attendance charge will be 50% of the standard emergency or out-of-hours call-out charge quoted to you when the call is logged. Repair labour and parts are included only where your selected plan expressly covers them.

We will confirm the available attendance window and any charge before an engineer is dispatched. We do not guarantee a fixed attendance time or priority position.

6. Eligibility and start of cover

• Care Plans are for one domestic gas boiler and the associated domestic heating system at the registered property.
• The boiler must be in safe working condition and must meet any age and condition requirements disclosed before you join.
• We may require an initial inspection or service before accepting repair cover.
• We may decline or restrict cover where the boiler or heating system is unsafe, beyond reasonable repair, unsuitable for the plan, or outside our published coverage area.
• Any waiting period will be clearly disclosed to you before purchase. If no waiting period is disclosed at sign-up, no additional waiting period will be applied later.

7. Pre-existing faults

A fault, defect or condition that existed before the plan started is not covered. This includes faults identified at an initial inspection, first visit or service where the evidence shows the issue was already present. We will explain the problem and, where appropriate, provide a separate quotation.

8. Fair usage

Care Plans are intended for genuine, unforeseen domestic boiler and heating faults. We may investigate unusually frequent or repeated claims where there is evidence of misuse, a pre-existing fault, a design or installation defect, contamination, or another excluded cause. We will not refuse a valid covered claim solely because you have made previous valid claims.

9. What is not covered

• Pre-existing faults or defects.
• Boiler replacement unless we expressly confirm otherwise in writing.
• Radiator replacement.
• Powerflushing, system cleaning, sludge or scale removal unless separately agreed.
• System upgrades, improvements, smart-control upgrades, new pipework or re-routing.
• Underfloor heating, immersion heaters or other equipment not expressly included in your plan.
• Cosmetic damage, general wear and tear, routine decoration or making-good beyond the repair itself.
• Damage or faults caused by misuse, neglect, accidental damage, freezing, flooding, fire, power supply problems or other external causes.
• Faults caused by poor design, incorrect installation, unauthorised alteration or third-party workmanship.
• Non-standard, obsolete or specialist parts where a reasonable equivalent is unavailable.
• Work outside the registered property or on commercial systems.

10. Parts availability and beyond-economic repair

Parts are subject to availability. Where a suitable part is obsolete or unavailable, or where we reasonably consider the boiler or system to be beyond economic repair, we will explain the options to you. A replacement boiler or system is not included unless we expressly confirm it in writing.

11. Geographic coverage

Care Plans are available only within Home Assist 365’s published service area. We will confirm that the registered property is within an eligible area before accepting the plan. We will not introduce a distance or remote-area surcharge after purchase unless it was clearly disclosed and agreed before the plan was taken out.

12. Payments

Care Plans are monthly subscriptions. The monthly price for your selected plan will be confirmed at sign-up and collected using the payment method agreed with you.

If a payment fails, we will contact you and give you a reasonable opportunity to bring the account up to date. We may suspend future non-emergency plan benefits while an overdue payment remains unpaid, but we will not charge an undisclosed collection fee.

If we propose to change the monthly price, we will give reasonable advance notice and explain when the new price will take effect. You may cancel before the new price applies.

13. Cooling-off and cancellation

Where the plan is bought online, by telephone or away from our business premises, you will normally have a 14-day statutory cooling-off period beginning the day after the contract is made.

If you ask us to start providing services during the cooling-off period and then cancel before the period ends, we may charge a reasonable amount proportionate to the services actually supplied, where the law allows and the required information and consent have been provided.

After the cooling-off period, you may cancel the monthly plan at any time. Unless your statutory rights require otherwise, cancellation will take effect at the end of the current paid monthly billing period and no further monthly payment will be collected.

To cancel, contact us by telephone or email using the details above. We will confirm the cancellation.

14. Cancellation by us

We may cancel a plan where we cannot reasonably continue to provide cover, where the property or system is not eligible, where there is fraud or deliberate misrepresentation, where payment remains overdue after reasonable notice, or where abusive or unsafe behaviour prevents us from providing the service.

Where we cancel for a reason that is not your fault, we will refund any unused prepaid amount that is properly due. Monthly payments already used to provide cover for an elapsed billing period are not normally refundable unless required by law.

15. Moving home and changes to the property

Tell us before moving home or replacing the covered boiler. A plan does not automatically transfer to a different property or replacement appliance. We will confirm whether the existing plan can be changed or whether a new plan is required.

16. Appointments and access

You must provide safe and reasonable access to the property and covered equipment at the agreed appointment time. If you need to change an appointment, please give as much notice as possible. Any cancellation or missed-appointment charge will apply only where it was clearly disclosed to you before the booking was confirmed.

17. Your responsibilities

• Provide accurate information about the boiler, heating system and property.
• Use the boiler and heating system in accordance with manufacturer instructions.
• Tell us promptly about faults and safety concerns.
• Do not knowingly continue to use an appliance that has been classified as unsafe.
• Do not arrange third-party work on a reported covered fault without first contacting us, except where urgent action is reasonably necessary for safety.

18. Our responsibilities

We will provide covered services with reasonable care and skill and use appropriately qualified engineers. Gas work will be carried out by Gas Safe registered engineers.

Appointment and attendance times are estimates unless we expressly confirm otherwise in writing. Delays can arise from workload, severe weather, traffic, parts availability, access, safety issues or other circumstances outside our reasonable control.

19. Complaints

If you are unhappy with a Care Plan service, please contact us using the details above and follow our Complaints Handling Procedure published on our website.

If a complaint concerns a separate regulated finance or credit-broking service, different complaint and escalation rights may apply. Our Complaints Handling Procedure explains how those complaints are handled.

20. Liability and consumer rights

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory consumer rights.

We are not responsible for losses that were not reasonably foreseeable when the contract was made, or for business losses arising from a domestic Care Plan.

21. Changes to these Terms

We may update these Terms for legal, regulatory, operational or service reasons. Where a change materially affects your plan, we will give reasonable notice before it takes effect. If you do not wish to accept a material change, you may cancel before the change takes effect.

22. Governing law

These Terms are governed by the law applicable in the part of the United Kingdom where you live. You may bring proceedings in the courts available to you under applicable consumer law.