CosyHome Service Plans Contract, terms and conditions.
This Agreement is made between CosyHome Heating Solutions Ltd (“the Company”) and the Customer named below. This is not an insurance policy, and it does not provide an indemnity against unexpected costs beyond the specific discounts and services listed below. Its primary purpose is to help ensure your system meets the manufacturer’s warranty requirements through annual professional servicing and help maintain the efficiency, safety, and longevity of your heating system.
1. Initial Inspection & Service
● All plans are subject to an initial chargeable service and a one-off inspection. The normal cost for this service and inspection is the same as the set cost for the relevant service. The Company reserves the right to cancel the plan or identify necessary repairs (chargeable separately) required to bring the system up to a maintainable standard before the plan benefits commence.
2. Payment Terms (Direct Debit)
● Authorisation: The Customer agrees to pay the fees via Direct Debit.
● Frequency: Payments will be collected [Monthly/annually] on or around the agreed date of each month.
● Price Indexing: Prices are subject to annual review. Prices may increase annually in line with the Consumer Price Index (CPI), but will not exceed 5%. The Company will send email notification with at least 30 days’ notice of any price changes.
3. The Direct Debit Guarantee
● This Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits.
● If there are any changes to the amount, date, or frequency of your Direct Debit, CosyHome Heating Solutions Ltd will notify you 10 working days in advance.
● If an error is made in the payment of your Direct Debit, you are entitled to a full and immediate refund from your bank or building society.
● You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify us.
4. Boiler Service Plans Inclusions
Silver plan: £84.00 annually / £7.00 monthly,
- Annual Gas Safe registered service.
- Full safety check & flue gas analysis.
- Boiler cleaning (main burner, heat exchanger).
- System filter cleaning (if present).
- Email reminder for annual service.
Gold plan: £120.00 annually / £10.00 monthly,
- Everything in Option One.
- Priority breakdown booking (e.g., within 24-48 hours).
- Safety report & certificate CP12
- Controls & thermostat check.
- inhibitor level check. (Top up chargeable)
- 2 free call-outs per 12 month period.
- 10% discount on boiler parts and labour
- 5% discount on boiler replacement
- Email reminder for annual service.
5. Heat Pump Green Service Plan Inclusions
Green Heatpump plan: £300.00 annually / £25.00 monthly,
- Cleaning indoor unit filters and checks.
- Annual inspection of outdoor unit (cleaning coils, clearing debris).
- Refrigerant leak detection (F-Gas compliance).
- Checking defrost controls & system performance.
- Checking antifreeze levels.
- Priority breakdown booking (e.g., within 24-48 hours)
- 2 free call-outs per 12 month period.
- 10% discount on parts & labour for repairs
- Email reminder for annual service
6. General Terms & Conditions.
● Contract Length: This is an ongoing annual agreement.
● Call-outs: “Free call-outs” cover the call-out fee only; parts and additional labour are chargeable.
● Domestic Use Only: Cover applies only to systems in private domestic dwellings.
● Equipment Age: Plans are typically restricted to boilers or heat pumps under 10 years old.
● Standard Hours: Monday–Friday, 8:30 AM to 6:00 PM, excluding bank holidays. Last service at 4PM
● Priority call outs: 24-48hrs. Timeframes are subject to workload and availability.
● Single unit: These plans cover just one boiler or heat pump per property.
● Auto-Renewal: Plans automatically renew annually unless cancelled with 28 days’ notice of renewal date. We will notify you at least 4 weeks before your annual boiler service is due and your renewable service contract payments will also auto renew.
● Cooling-Off Period: Customers have a 14-day legal right to cancel for a full refund if no work has commenced. If we have started any promotional discounted or free service work then this will become fully chargeable if the contract is cancelled.
7. Key Exclusions (All Plans)
● Pre-existing Faults: Issues present before the plan start date are not covered.
● Water Quality: Damage caused by sludge, hard water scale, or lack of inhibitors is excluded.
● Third-Party Damage: Faults caused by someone else working on the system or “acts of god” (e.g., floods, lightning).
● Access: We reserve the right to charge for a missed appointment if we cannot gain access to the property.
● Electrical work: Any electrical work that is outside of our boiler work is not covered by any of our service plans.
● Water, electrical and gas supply issues: Water, electrical or gas supply issues will be advised but not covered.
● Drainage: Blocked drains backing up into the boiler
● Cosmetic damage: Cosmetic parts (e.g. casing, covers, knobs)
● Outside of our control: Subsidence, malicious damage, fire, flood, extreme weather, delays due to supplier or delivery issues
● Pipework and radiators: leaks on internal pipework, radiator replacement/valves.
8. Cancellation Policy
● Cancellation: Service plans can be cancelled with 28 days notice.
● Process: Please email us at enquiries@cosy-home.uk to confirm you wish to cancel. You will receive a confirmation email that your service contract has been cancelled
● Payment: If we have completed any services in advance of receiving a full 12 months payments then any balance due to cover the total cost of the relevant service will become payable.
● Promotional offers: If we have completed a free service when you joined our service plan scheme and you do not complete a full 12 months payments then the initial promotional free service will become payable.
9. Fair Use Policy (call outs)
● Definition: A “Free Call-Out” (Gold & Green plans) covers the engineer’s travel and the first 60 minutes of diagnostic time. It does not include the cost of replacement parts or additional labour for repairs.
● Non-Emergencies: Call-outs are intended for system faults or performance issues. Requests for system upgrades, bleeding radiators, or “how-to” tutorials on thermostats are not considered covered call-outs and will be charged at our standard hourly rate.
● Abuse of Service: If more than the allotted 2 call-outs are used within a 12-month period, subsequent visits will be charged at our standard rate minus the discounted rate relevant to your plan.
CosyHome Heating Solutions Ltd shall not be held liable or responsible for any failure or delay in performing our obligations under this agreement where such failure or delay results from any cause beyond our reasonable control where a force majeure event occurs.
Benefits: Ensures maximum Coefficient of Performance efficiency, reduces risk of breakdown and satisfies manufacturer warranty and ensures longevity.
Service Plan Comparison Summary
