Terms & Conditions

Domestic Boiler & Heating Service & Maintenance Plans
 
These Terms & Conditions (“Agreement”) set out the contractual basis upon which React Plumbing Gas and Heating  Ltd (“React Plumbing Gas and Heating”, “we”, “us”, “our”) provides domestic boiler and heating service and maintenance plans (“Plan(s)”) to the customer (“you”, “your”).
 
By purchasing or renewing a Plan, you confirm that you have read, understood and agree to be bound by these Terms.

1. Company Details
 
React Plumbing Gas and Heating Ltd
37 Rumfields Road, Broadstairs, Kent
VAT Number: 467158071
Email: [email protected]
Telephone: 07880206706

2. Regulatory Position
 
2.1 React Plumbing Gas and Heating Ltd provides service and maintenance plans.
2.2 Our Plans are not insurance products and are not regulated by the Financial Conduct Authority (FCA).
2.3 Plans operate on a service subscription basis and do not constitute an insurance contract.

3. Definitions
 
For the purposes of this Agreement:
Boiler – The domestic gas-fired boiler located at the registered Property.
Central Heating System – The wet heating system connected to the Boiler and radiators.
Property – The UK residential address registered to the Plan.
Pre-Existing Fault – Any defect, fault, or issue present prior to Plan commencement or found during a visit not related to reported fault.
Service – The annual boiler service where included.
Call-Out – An engineer visit in response to a reported breakdown (where included).
Breakdown – Sudden and unexpected mechanical or electrical failure.

4. Eligibility & Acceptance
 
4.1 Plans are available for privately owned domestic residential properties within our service area.
4.2 The Boiler and/or System must be in safe working order at commencement.
4.3 We reserve the right to:
Inspect the boiler/central heating system prior to acceptance.
Carry out a mandatory inspection of the boiler/central heating system to be completed within 14 days of sign up.
A 14 day no call out period shall apply and will commence upon completion of the mandatory inspection.
Refuse or cancel cover where safety concerns arise.
Refuse or cancel where boiler/central heating system already in poor condition.
 
 
4.4 Pre-existing faults are expressly excluded.

5. – Commencement & Minimum Term
 
5. Cover commences 14 days after a successful mandatory inspection has been completed.
5.1.1 Full First month payment due on sign up.
5.2 A minimum 12-month term applies to all Plans.
5.3 If a repair is carried out within the first 12 months and you cancel early, we reserve the right to recover the full retail cost of parts, labour, and service provided, less payments received.
5.4 If the agreement is terminated before the minimum term of 12 months the full remaining balance will be due.
5.5 Following the initial 12-month term, this agreement shall automatically continue a rolling monthly basis, unless terminated in accordance with these terms and conditions.
5.6 In the event of cancellation within 12 months of the rolling agreement where a boiler/central heating system service or repair has been completed, the client shall be liable for payments of the full standard cost of the service or repair provided.

6. Payment Terms
 
6.1 Monthly payments are payable in advance via Direct Debit or approved recurring payment method.
6.2 VAT is included unless stated otherwise.
6.3 Missed payments may result in suspension of cover.
6.3.1 Accounts in payment arrears will be suspended, and services and/or call-outs will not be provided until all outstanding amounts have been paid in full.
6.4 If payment arrears exceed 30 days, the Plan may be cancelled.
6.5 We may vary pricing upon renewal by providing no less than 30 days’ written notice.

7. Customer Responsibilities
 
You agree to:
Provide safe and reasonable access to the Property.
Ensure access is available on agreed appointment dates.
Ensure annual servicing is booked when due.
Maintain adequate system water pressure within the central heating system.
Inform us of known issues prior to attendance.
Follow engineer advice and recommendations.
 
Failure to comply may invalidate cover or incur additional charges.

8. PLAN TERMS

8.1 Boiler Service-Only Plan – £9 per Month
 
Included:
One annual manufacturer-standard boiler service.
Service reminders (2 months and 1 month prior).
Online booking system.
Visual radiator and system health check.
 
Excluded:
Repairs or breakdown call-outs.
Replacement parts.
Pre-existing faults.
Sludge/scale-related damage.
System upgrades or modifications.
Seal or service kits.
If service kits are required, this will incur a one off charge of the material cost invoiced on day of completion.
Failure to book a service after reminders does not entitle you to refunds.

8.2 Landlord Plan – £13 per Month (Boiler & Hob Only)
 
Included:
Annual boiler service.
CP12 Gas Safety Certificate (Boiler & Hob only).
Visual inspection of flue and heating system.
Digital CP12 copy.
 
Additional Appliances:
 
£15 per appliance (one-time charge, added to next invoice).
 
Excluded:
Breakdown repairs
Heating system breakdowns or repairs
Emergency call-outs

8.3 Boiler Cover Plan – £19 per Month
 
Included:
Natural gas boiler rated up to 70Kw.
Unlimited boiler breakdown call-outs (subject to Fair Usage).
Boiler spare parts.
Labour for covered repairs.
Annual boiler service.
No excess charges.
 
Excluded:
External thermostats (Hive, Nest, smart controls).
External & internal timers/programmers.
Radiators and valves
Expansion vessels (if external)
Hot water cylinders
Pumps, zone valves, bypass valves
Pipework
Sludge/scale damage
Flue and flue terminal

8.4 Central Heating Cover – £19 per Month
 
Included:
Hot water cylinder.
Standard radiators and valves.
Central heating pump.
2-port and 3-port motorised valves.
Cylinder thermostat.
Room thermostat (Excluding smart controllers, example Hive/Nest).
System programmer.
 
Excluded:
Boiler of any type.
Flue components.
Internal boiler timer.
Designer radiators or specialist valves.
Annual boiler service.

8.5 Combined Boiler & Central Heating Cover – £30 per Month
 
Included:
 
Boiler
Natural gas boiler rated up to 70Kw.
Unlimited boiler breakdown call-outs (subject to Fair Usage).
Boiler spare parts.
Labour for covered repairs.
Annual boiler service.
No excess charges.
 
 
Central Heating
Hot water cylinder.
Standard radiators and valves.
Central heating pump.
2-port and 3-port motorised valves.
Cylinder thermostat.
Room thermostat (Excluding smart controllers, example Hive/Nest).
System programmer.
 
Excluded:
Boiler replacement.
Full system replacement.
Flue and flue terminal.
Pipework upgrades.
Pre-existing faults.
Sludge/scale damage.
Commercial systems.
Labour for customer supplied parts.
Any style of non-standard radiators and valves.
Shower pumps.
8.5 Any items that are excluded will be charged at an hourly rate plus materials.

9. Fair Usage Policy
 
9.1 “Unlimited call-outs” applies to genuine breakdown events only.
9.2 We reserve the right to investigate repeated faults.
9.3 Misuse, neglect, or malicious damage will void cover and may incur a charge.
9.4 Boiler Cover – Fair Usage Policy (Call-Outs & Repairs)
 
This Fair Usage Policy forms part of your Service & Maintenance Agreement.
 
Our Boiler Cover Plan includes “unlimited call-outs” for genuine boiler breakdowns.
This is subject to reasonable and fair use as defined below.

9.4.1 Purpose of This Policy
 
The purpose of this policy is to:
Ensure fair access to services for all customers
Prevent misuse or abuse of unlimited call-outs
Clarify what constitutes a genuine breakdown
Protect against unreasonable or avoidable repeat attendances
 
This policy does not remove your statutory consumer rights.

9.4.2 What Is Covered Under Fair Use
 
A call-out will be covered where there is:
A sudden and unexpected mechanical or electrical failure
Complete boiler breakdown
Loss of heating and/or hot water caused by a covered boiler component
A fault confirmed by engineer diagnosis
 
All repairs must relate directly to the boiler and covered components as defined in your plan.

9.4.3 What Is Not Considered Fair Use
 
The following are not covered under “unlimited call-outs”:
 
9.4.4 Non-Fault Attendances
Low system pressure requiring repressurising.
Resetting boiler following user error.
Incorrect thermostat settings.
Timer/programmer adjustments.
Frozen condensate due to natural events.
Power supply issues.
Gas supply interruptions.
 
Where no fault is found, React Plumbing Gas and Heating reserves the right to charge a call-out fee.

9.4.5 Repeated Avoidable Issues
 
Repeated attendances caused by:
Failure to follow engineer advice.
Ignoring maintenance recommendations.
Refusal to approve recommended remedial work.
System contamination (sludge/scale).
Poor water quality.
Third-party interference.
Tampering with the appliance
 
If the same or related issue occurs due to failure to remedy advised underlying causes, further visits may be chargeable.

9.4.6 Pre-Existing or Excluded Faults
 
Call-outs relating to:
Pre-existing faults.
Sludge, corrosion, or scale damage.
External system components not covered under the plan.
Flue or flue terminal issues (if excluded).
Non-boiler heating system components.
 
will not qualify as covered call-outs.

9.4.7 Excessive Usage Threshold
 
While there is no fixed numerical limit, the following may trigger a fair use review:
More than 3 call-outs within a rolling 12-month period for unrelated faults
More than 2 call-outs for the same recurring issue
Disproportionate repair costs compared to annual subscription value
 
In such cases, React Plumbing Gas and Heating reserves the right to:
Request a system inspection
Require remedial system cleaning or upgrades (at customer cost)
Apply a repair contribution cap
Offer cancellation of the plan
Convert to a chargeable repair basis
 
Any action will be reasonable and proportionate.

9.4.8 Economic Repair & Obsolete Appliances
 
If:
Parts are obsolete.
The boiler is beyond economical repair.
The cost of repair is disproportionately high relative to the appliance value.
 
React Plumbing Gas and Heating may:
Offer a discretionary contribution toward replacement.
Decline further repairs.
Cancel the plan with written notice.
 
No refunds will be given for previous cover plan payments made.
 
Boiler replacement is not included under any plan.

9.4.9 Access & Appointment Conduct
 
Cover may be suspended where:
Access is unsafe or obstructed.
Appointments are repeatedly missed.
Abusive or threatening behaviour occurs.
 
Missed appointments without 24 hours’ notice may incur a charge.

9.4.10 Fraud & Deliberate Damage
 
Cover will immediately cease where:
Damage is deliberate.
False information is provided.
The appliance has been tampered with.
There is evidence of misuse.

9.4.11 Our Commitment
 
We will:
Always act reasonably and proportionately.
Clearly explain any decision to decline a call-out.
Provide written justification if cover is limited.
Ensure decisions are consistent and evidence based.

Important Summary
 
“Unlimited call-outs” means unlimited genuine boiler breakdown attendances relating to covered components — subject to reasonable, fair and proportionate use.
 
It does not cover:
System neglect
Third party interference
Consumer misuse
Pre-existing issues
Sludge or scale
User error
Non-boiler components
 
 
 

10. Parts Availability
 
Repairs are subject to parts availability.
10.2 If parts are obsolete or beyond economic repair, we can:
Quote to replace the boiler.
Terminate the Plan with written notice.
If boiler spares are obsolete or unavailable and boiler cannot be repaired, no previous monthly cover payments will be refunded.
 
Boiler replacement is not included under any Plan.

 
11. Exclusions Applicable to All Plans
 
The following are not covered under any Plan:
Pre-existing faults.
Cosmetic damage.
Customer misuse or negligence.
Corrosion, sludge, or scale damage.
System power flushing.
Structural alterations.
Third-party interference.
Accidental or malicious damage
Asbestos removal
Access-related building work

12. Access & Missed Appointments
 
12.1 Safe access must be provided.
12.2 Missed appointments without 24 hours’ notice may incur a charge.
12.3 We reserve the right to withdraw cover where access is repeatedly denied with no refund given.

13. Cancellation & Cooling-Off Period
 
13.1 You have a statutory 14-day cooling-off period from purchase.
13.2 If cancellation occurs within this period and no service has been provided; a full refund will be issued.
13.3 If work has been carried out within the cooling-off period at your request, reasonable costs will be deducted.
13.4 After the minimum term, cancellation requires 30 days’ notice in writing.

 
14. Limitation of Liability
 
14.1 Nothing in these Terms limits liability for death or personal injury caused by negligence.
14.2 React Plumbing Gas and Heating total liability shall not exceed the total annual subscription paid.
14.3 We are not liable for indirect or consequential loss.

15. Data Protection
 
We process personal data in accordance with UK GDPR.

16. Complaints Procedure
 
Complaints must be submitted in writing to:
[[email protected]]
 
We aim to acknowledge and resolve all matters as soon as reasonably practicable.

17. Governing Law
 
This Agreement shall be governed by and construed in accordance with the laws of England and Wales.