Terms & Conditions

These Terms & Conditions apply to boiler-cover plans provided by F&P Plumbing & Heating Ltd (“F&P”, “we”, “us” or “our”).

Please read these Terms together with the information shown for the plan you select and our Subscription & Cancellation Policy.

Nothing in these Terms affects your statutory rights as a consumer.

1. About F&P

F&P Plumbing & Heating Ltd

Industrial Estate, Unit 16 Long Lane

Halesowen

B62 9LD

Company number: 08478302

Email: info@fandpplumbing.co.uk

Phone: 0121 330 0323

2. Our Boiler-Cover Plans

We currently offer three residential boiler-cover levels: Bronze, Silver and Gold.

The price, features and cover applicable to your agreement are those presented to you when you purchase your plan, subject to these Terms.

Bronze — £9.99 per month

Bronze is our essential servicing and boiler-care plan and includes:

• initial boiler check and service;
• annual boiler service;
• servicing intended to help keep your boiler safe and appropriately maintained.

Bronze does not include the repair and callout benefits provided by Silver or Gold unless expressly stated otherwise in your order.

Silver — £19.99 per month

Silver includes:

• the benefits included with Bronze;
• up to 2 included callouts per 12-month period;
• boiler repairs covered subject to these Terms and the exclusions applying to the plan;
• up to 50% off eligible parts;
• no excess on covered Silver callouts.

Gold — £34.99 per month

Gold includes:

• the benefits included with Silver;
• unlimited covered callouts, subject to these Terms and reasonable use of the service;
• eligible parts and labour included for covered repairs;
• boiler and heating-system cover as described for the Gold plan;
• no excess on covered Gold callouts.

The descriptions above should be read together with the exclusions and limitations in these Terms.

3. Optional Add-Ons

The following optional add-ons may be available:

• Controls Cover — £4 per month;
• Cylinder Cover — £6 per month;
• System Cover — £4 per month;
• Gas Safety Certificate (Landlords) — £2.50 per month, including one annual landlord Gas Safety Certificate (CP12).

The add-ons forming part of your agreement will be shown when you purchase your plan.

An add-on only extends cover to the items and risks described for that add-on. It does not override the general exclusions in these Terms.

4. Application, Initial Check and Approval

Payment and subscription setup do not mean that your boiler has automatically been accepted for active cover.

After you sign up, F&P will review your application and arrange or complete the initial boiler check/service as appropriate.

Your cover becomes active only once F&P has completed the required checks and confirmed that your boiler/cover has been approved.

Until approval has been confirmed:

• you cannot make a claim under the cover; and
• payment of the initial subscription amount does not itself constitute confirmation that the boiler has passed the approval process.

If F&P cannot approve the boiler or heating system for cover, we will contact you and deal with the subscription and any applicable payment/refund in accordance with your statutory rights and the circumstances of the application.

5. 14-Day Claims Exclusion

A 14-day claims exclusion applies after your cover becomes active.

This means that claims cannot be made during the first 14 days after F&P confirms that your cover is active.

This claims exclusion is separate from your statutory right to cancel an online contract, described in Section 14 below.

The claims exclusion is intended to prevent the cover being used for faults that already existed, or arose, before the cover had been established.

6. Existing Faults and Condition of the System

Cover is intended for boilers and heating systems accepted by F&P following the applicable approval process.

Cover does not apply to faults or defects that:

• existed before the cover became active;
• arise during the 14-day claims-exclusion period;
• relate to a boiler or system that F&P has not approved for cover.

If the initial check identifies work that is required before cover can be approved, F&P will explain this to you.

7. General Exclusions

Unless the plan or add-on expressly states otherwise, cover does not include:

• pre-existing faults;
• faults arising during the initial 14-day claims-exclusion period;
• systems that have not been approved for cover;
• faults or damage caused by misuse, deliberate damage, neglect or unauthorised work;
• manufacturer-covered repairs where the repair remains the manufacturer’s responsibility;
• cosmetic or non-functional defects;
• work outside the scope of the selected plan or add-ons;
• whole-system or whole-boiler replacement, except for any separate replacement-boiler contribution expressly described in these Terms;
• external pipework, drainage or other items not included in the selected cover;
• work requiring access that cannot reasonably or safely be provided.

8. Annual Boiler Service

Each Bronze, Silver and Gold plan includes an annual boiler service.

The customer must provide safe and reasonable access to the property so that servicing and other covered work can be carried out.

F&P will contact customers as appropriate regarding servicing.

Failure to provide access or repeatedly missing agreed appointments may affect F&P’s ability to provide the service.

9. Callouts and Repairs

The callout and repair entitlement depends on the selected plan.

Silver includes up to 2 included covered callouts per 12-month period.

Gold includes unlimited covered callouts, subject to the scope of the plan, the exclusions in these Terms and reasonable use of the service.

Response times may vary depending on demand, engineer availability, location, parts availability and the nature of the problem. Unless expressly confirmed otherwise, F&P does not guarantee a specific emergency response time.

Repairs are subject to the selected level of cover, these Terms, safe access and availability of appropriate parts.

10. Replacement Boiler Contribution

Where an eligible boiler covered by F&P cannot reasonably be repaired and requires replacement, an eligible customer may receive a contribution of up to £750 towards a replacement boiler supplied/installed through the applicable F&P process.

To qualify for this contribution:

• the boiler must be under 10 years old at the relevant time;
• the boiler must have been serviced annually as required;
• the cover must be active and applicable to the boiler;
• F&P must determine that the boiler cannot reasonably be repaired.

The contribution is not a cash alternative and does not mean that the full cost of a replacement boiler is covered.

The contribution is subject to the customer continuing to meet the eligibility conditions of the applicable plan.

11. Customer Responsibilities

You must:

• provide accurate information when applying for cover;
• tell F&P about relevant changes to the boiler, heating system or property that may affect the cover;
• take reasonable care of the boiler and heating system;
• follow reasonable safety or maintenance advice provided by F&P engineers;
• provide safe and reasonable access for inspections, servicing and covered work;
• make subscription payments when due.

You must not knowingly use the cover to claim for a pre-existing fault.

12. Payments

Cover is paid monthly by recurring subscription through Stripe.

The monthly amount consists of the selected plan price, applicable add-ons and any valid promotion or discount.

If a payment fails, F&P may contact you and may suspend or ultimately end cover if payment remains outstanding.

We will not charge an excess on covered Silver or Gold callouts where the plan states that no excess applies.

13. Initial Minimum Term and Ongoing Subscription

The plan has an initial minimum term of 12 months, subject always to your statutory cancellation rights.

After the initial 12-month minimum term, the subscription continues on a monthly rolling basis unless cancelled.

After the minimum term, you can cancel in accordance with the Subscription & Cancellation Policy. Cancellation should take effect at the end of the applicable current billing period rather than introducing a separate 30-day notice requirement.

14. Statutory 14-Day Cancellation Right for Online Purchases

If you are a consumer and purchase your cover online or otherwise at a distance, you will normally have a statutory right to cancel the contract within 14 days of the contract being concluded, without giving a reason.

To exercise this right, you must tell F&P clearly that you wish to cancel before the cancellation period expires. You may contact us using the email, telephone number or postal address shown in these Terms.

Where applicable, F&P will make any refund required by law.

If you expressly ask F&P to begin providing a chargeable service during the statutory cancellation period, the legal rules concerning payment for services already supplied may apply.

Nothing in these Terms limits a cancellation or refund right that you have under applicable consumer law.

This statutory cancellation period is DIFFERENT from the separate 14-day claims exclusion that starts when cover is approved and becomes active.

15. Cancellation During the Initial Minimum Term

After any applicable statutory cancellation period has ended, the 12-month initial minimum term applies.

If you need to end your agreement during that minimum term, please contact F&P.

Any amount payable or other consequence of ending the agreement early will be determined in accordance with these Terms, applicable consumer law and the circumstances of the cancellation.

16. Cancellation After the Minimum Term

After the initial 12-month minimum term, the plan continues monthly.

The customer may request cancellation without a separate 30-day notice requirement.

Where cancellation is scheduled for the end of the current billing period:

• cover continues until that effective end date;
• any payment properly due for that billing period remains payable;
• no further recurring subscription payment should be taken for a later billing period after cancellation takes effect.

Customers may use any eligible self-service cancellation facility made available through My F&P Account or contact F&P for assistance.

17. Cancellation or Suspension by F&P

F&P may suspend or end cover where there is a reasonable and proportionate basis to do so, including where:

• subscription payments remain unpaid;
• materially false or misleading information was supplied;
• safe and reasonable access required to provide the service is repeatedly refused;
• the boiler or heating system becomes unsafe or cannot reasonably continue to be covered;
• there is fraud, abuse of the service or a serious breach of these Terms.

Where appropriate, F&P will give reasonable notice and an opportunity to resolve the issue.

This does not affect any rights the customer may have where F&P ends the agreement and the customer is not at fault.

18. Promotions and Discounts

From time to time F&P may offer promotional prices or discount codes.

Promotions may have specific eligibility criteria, durations and conditions, which will be shown with the relevant offer.

The current 25OFFYEAR1 offer provides 25% off eligible Silver or Gold cover for the first 12 monthly subscription periods where the valid promotion is applied.

After the promotional period ends, the subscription returns to the applicable standard price unless another valid promotion or agreed price applies.

Bronze is not eligible for the 25OFFYEAR1 offer.

Unless expressly stated otherwise, a promotion does not alter the scope of cover or these Terms.

19. Changes to Prices or Terms

F&P may need to update prices or these Terms in the future.

We will not make a retrospective change to amounts already properly due.

Where a proposed change affects an ongoing customer, F&P will provide any notice required by the agreement and applicable law before the change takes effect.

Nothing in this section authorises an unfair or unexpected price change.

20. Our Responsibility to You

F&P will provide the services covered by your plan with reasonable care and skill.

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability that cannot legally be excluded under consumer law.

F&P is not responsible for losses that were not reasonably foreseeable when the contract was entered into or for losses caused by circumstances outside our reasonable control, except where the law provides otherwise.

21. Complaints

If you are unhappy with the service or the administration of your cover, please contact F&P so that we can investigate.

Email: info@fandpplumbing.co.uk

Phone: 0121 330 0323

22. Governing Law

These Terms are governed by the laws of England and Wales.

Nothing in this section deprives a consumer of any mandatory protection or right available under applicable law.

23. Contact

F&P Plumbing & Heating Ltd

Industrial Estate, Unit 16 Long Lane

Halesowen

B62 9LD

Company number: 08478302

Email: info@fandpplumbing.co.uk

Phone: 0121 330 0323