Plumbing & Heating Maintenance Package

Terms & Conditions

1. About this agreement

These Terms & Conditions form the agreement between Concept Plumbing Contracts (“we”, “us”, “our”) and the customer (“you”). They set out what is included in your Plumbing & Heating Maintenance Package, what is excluded, how payments work, and your rights under UK consumer law.

This agreement begins on the date you sign up and continues on a rolling monthly basis unless cancelled.

This is a workmanship maintenance and repair service. It is not an insurance policy, and cover is limited strictly to the items, conditions, and annual claims cap set out below.

2. Package Tiers & Pricing

Boilers over 15 years old are not eligible for this plan. A one-off inspection can be arranged, and a bespoke quote provided if cover is possible.

Boiler Age	Monthly Fee	Annual Claims Cap
0-5 years	£28.99	£750
6-10 years	£34.99	£500
11-15 years	£39.99	£350

Boiler age is confirmed at the first inspection (see Section 6) using the serial number or service history. If the age declared at sign-up is found to be inaccurate, we may move you to the correct tier or, where the boiler is over 15 years old, cancel the agreement under Section 10.

Prices are reviewed annually and may increase with 30 days’ written notice to reflect the cost of parts and labour.

3. What the Package Includes

3.1 Annual Boiler Service

A full boiler service carried out by a Gas Safe registered engineer
Safety checks, combustion analysis, flue inspection, and cleaning as required
A service report provided after completion

3.2 Boiler, Heating & Controls Cover

We will repair faults relating to:

Boiler components
Heating controls (thermostats, programmers, zone valves, etc.)
Internal boiler wiring
Pumps and motorised valves

Parts and labour are included for covered repairs, subject to the annual claims cap in Section 4.

3.3 Internal Plumbing Cover

We will repair:

Internal pipework leaks
Internal plumbing faults relating to taps, toilets, pipework, stopcocks, and fittings

Parts and labour included for covered repairs, subject to the annual claims cap in Section 4.

Excess: a £60 excess applies per leak or per plumbing repair claim.

4. Annual Claims Cap

Total covered repair costs (parts and labour combined, across boiler, heating, controls and internal plumbing cover) are capped per property, per rolling 12-month period from your join date, as follows:

Boiler 0–5 years tier: capped at £750 per 12-month period
Boiler 6–10 years tier: capped at £500 per 12-month period
Boiler 11–15 years tier: capped at £350 per 12-month period

Once the cap is reached, further repairs in that 12-month period are chargeable at our standard rates. The cap resets at the start of each new 12-month period, provided the agreement remains active and payments are up to date. The annual boiler service (Section 3.1) does not count towards the cap.

5. What the Package Does NOT Include

The following are excluded from this agreement:

Drainage or blockages (internal or external)
External pipework
Cosmetic damage (e.g., scratches, marks, discolouration)
Failed or deteriorated mastic
Pre-existing faults or issues identified at the first inspection
Damage caused by freezing, neglect, or lack of maintenance
Damage caused by third-party work
Boilers deemed beyond economical repair
Replacement of the boiler or full system upgrades
Non-standard parts no longer manufactured

If a fault is excluded, we will advise you of the issue and provide a quote for repair if requested.

6. Eligibility & First Inspection

Your boiler and plumbing must be in reasonable working condition when you join the plan. Boiler age will be verified at this inspection (see Section 2).

If we identify:

Pre-existing faults
Unsafe installations
Non-compliant work
Excessive wear or corrosion

We may:

Offer a repair at additional cost
Decline cover until repairs are completed
Cancel the agreement if the system cannot be safely maintained

7. Excess Payments

A £60 excess applies per plumbing leak or plumbing repair claim. Excess payments must be made before repair work is carried out.

No excess applies to boiler service or boiler/heating control repairs (these remain subject to the annual claims cap in Section 4).

8. Access to Your Property

You agree to provide safe access to your property for inspections and repairs. If we cannot gain access for a booked appointment, we may charge a reasonable missed-appointment fee.

9. Your Responsibilities

You must:

Keep your boiler and heating system accessible
Ensure adequate water pressure and supply
Protect pipework from freezing where reasonably possible
Use the system in a normal, responsible manner

Failure to do so may void parts of your cover.

10. Our Right to Cancel

We may cancel this agreement if:

The boiler is unsafe or beyond economical repair
You provide false information, including about boiler age
You fail to pay monthly fees or excess charges
The system cannot be reasonably maintained

If we cancel, you will receive written notice.

11. Your Right to Cancel

You may cancel at any time.

Cooling-Off Period

You have a 14-day cooling-off period from the date you sign up. If you cancel within this period and no service or repair has been carried out, you will receive a full refund.

If work has already been completed, you will be charged a fair and reasonable cost for that work.

12. Payments

Monthly payments (per Section 2) are taken by direct debit or card payment
Payments must be kept up to date to maintain cover
If a payment fails, we may suspend cover until payment is made

13. Limits of Liability

We are not liable for:

Loss or damage caused by circumstances outside our control
Consequential losses (e.g., loss of earnings, accommodation costs)
Damage caused by neglect, misuse, or third-party work
Repair costs above the annual claims cap set out in Section 4

Nothing in this agreement affects your statutory rights under UK consumer law.

14. Complaints

If you are unhappy with any part of our service, please contact us at:

Concept Plumbing Contracts
info@concepthomeservices.co.uk

We will respond within 5 working days.

14. Governing Law

This agreement is governed by the laws of England and Wales.