Boiler Care Plan Terms & Conditions

1. Our Care Plans

We currently offer three levels of cover: Essential Care at £9.99 per month, Priority Care at £18.99 per month, and Complete Home Care at £34.99 per month.

The benefits and exclusions applicable to each plan are detailed below.

2. What Essential Care Includes

Essential Care is designed to provide routine annual boiler maintenance together with discounts on additional work.

• One annual boiler service.
• Gas safety record for the covered boiler.
• Magnetic system filter check and clean where a suitable magnetic filter is already installed.
• 10% discount on eligible chargeable repair labour.

3. Essential Care Exclusions

Essential Care does not include boiler breakdown cover.

Breakdown callouts, diagnostic work, replacement parts, materials and repair labour are chargeable unless specifically stated otherwise.

The 10% discount applies to eligible chargeable repair labour.

An annual boiler service is routine maintenance and inspection.

Any faults discovered during the annual service will be reported to the customer and, where appropriate, a separate quotation will be provided for the required repair.

4. What Priority Care Includes

Priority Care includes everything provided under Essential Care, together with additional breakdown assistance.

• Everything included within Essential Care.
• One standard boiler breakdown callout per Care Plan year.
• The first hour of repair labour included during the included breakdown visit.
• 20% discount on replacement parts required for an eligible repair.
• 10% discount on additional repair labour after the first included hour.
• Priority appointment booking.
• Suitable reconditioned parts may be used where appropriate.

5. Priority Care Parts

Replacement parts are not included free of charge under Priority Care.

Where replacement parts are required for an eligible repair, Priority Care customers will receive a 20% discount on the price of those parts.

Enigma Plumbing & Heating reserves the right to use new, manufacturer-approved, compatible or professionally reconditioned parts where appropriate and subject to availability.

Any reconditioned part used will, in our professional judgement, be suitable for its intended purpose and compatible with the appliance.

Where a suitable reconditioned part is unavailable, a new or compatible replacement component may be offered.

Any applicable charge for replacement parts will be explained to the customer before chargeable work proceeds.

The 20% parts discount does not mean replacement parts are included within the monthly Care Plan fee. The customer remains responsible for the discounted cost of the required parts.

6. Priority Care Breakdown Limit

Priority Care includes one standard boiler breakdown callout per Care Plan year.

The first hour of repair labour during that included breakdown visit is included within the plan.

Any repair labour required beyond the first included hour will be chargeable, with a 10% discount applied to eligible additional repair labour.

Additional breakdown visits during the same Care Plan year are chargeable unless otherwise agreed.

Priority appointment booking means that we will endeavour to offer Priority Care customers an earlier available appointment where reasonably possible.

Priority booking does not guarantee a same-day appointment or a specific response time.

7. What Complete Home Care Includes

Complete Home Care is our most comprehensive Care Plan and provides broader protection for the covered boiler, heating system and accessible internal plumbing.

• One annual boiler service.
• Gas safety record for the covered boiler.
• Covered boiler parts and labour.
• Boiler controls.
• Radiators and central-heating pipework.
• Accessible internal plumbing.
• No callout charge for covered faults.
• 10% discount on eligible work carried out outside the scope of the Care Plan.
• Up to £400 towards a replacement boiler if the covered boiler is declared BER — Beyond Economical Repair.

All repairs are subject to the eligibility requirements, exclusions, repair limits and fair-use provisions contained within these Terms & Conditions.

8. What We Mean by Accessible Internal Plumbing

Complete Home Care includes eligible faults affecting accessible internal domestic plumbing.

“Accessible” means that the relevant pipework or component can reasonably be reached and worked on without requiring significant removal of, or damage to:

• Walls.
• Floors.
• Ceilings.
• Kitchen units.
• Bathroom fittings.
• Tiles.
• Permanent fixtures.
• Other parts of the building.

Unless specifically agreed otherwise, plumbing cover does not include:

• External pipework.
• Underground pipework.
• Incoming water mains.
• Drainage systems.
• Blocked drains.
• Showers.
• Baths.
• Sinks.
• Sanitaryware.
• Household appliances.
• Building work.
• Structural repairs.
• Decorative repairs.
• Making good following access to concealed components.

9. What BER Means

BER means Beyond Economical Repair.

A covered boiler may be declared BER where Enigma Plumbing & Heating determines, using reasonable professional judgement, that repairing the boiler is no longer economically reasonable.

When making this assessment, we may consider factors including:

• The age of the boiler.
• The overall condition of the boiler.
• The cost of the required repair.
• Availability of replacement components.
• Previous repair history.
• Expected reliability following the proposed repair.
• Whether the boiler can reasonably and safely be returned to reliable operation.

The decision to declare a boiler Beyond Economical Repair will be made by Enigma Plumbing & Heating.

10. Up to £400 Towards a Replacement Boiler

Where an eligible boiler covered under Complete Home Care is declared Beyond Economical Repair, the customer may receive up to £400 towards the cost of a replacement boiler supplied and installed by Enigma Plumbing & Heating.

The BER contribution:

• Is available only to eligible Complete Home Care customers.
• Is worth up to a maximum of £400.
• Is not redeemable for cash.
• Cannot be transferred to another person.
• Cannot be transferred to another property.
• Must be used towards a qualifying replacement boiler supplied and installed by Enigma Plumbing & Heating.
• Cannot exceed the actual cost of the qualifying installation.
• Is subject to the customer’s Care Plan payments being fully up to date.

The replacement boiler and installation itself are not included within the monthly Complete Home Care fee.

11. Property and Boiler Eligibility

Each Care Plan covers one domestic property and one wall-hung domestic boiler, unless otherwise agreed in writing.

The boiler and associated system must be considered suitable for cover by Enigma Plumbing & Heating.

Care Plans are available for properties within our normal service area.

We reserve the right to decline an application where the boiler, heating system or plumbing installation is unsuitable for cover.

12. Acceptance Onto a Care Plan

Acceptance onto a Care Plan may be subject to an initial inspection by Enigma Plumbing & Heating.

The purpose of the inspection is to establish the general condition of the boiler and, where applicable, the heating and plumbing systems before cover begins.

If faults or defects are identified during the initial inspection, those faults will not automatically be covered.

We may require pre-existing faults or defects to be repaired before the affected boiler, component or system can be accepted for cover.

Any work required to bring a boiler, heating system or plumbing installation up to an acceptable standard is not included within the Care Plan and will be quoted separately.

13. Existing Problems

Care Plans do not cover faults, defects or damage that existed before the Care Plan commenced.

This includes problems that the customer knew about, or which were reasonably evident, before joining the plan.

Where a pre-existing fault is discovered, Enigma Plumbing & Heating may provide a separate quotation for the required remedial work.

Cover for the affected boiler, component or system may not begin until the required work has been completed.

14. Commencement of Cover

Annual servicing benefits begin once the Care Plan has been accepted.

Breakdown and repair benefits may be subject to a waiting period as stated in the customer’s Care Plan agreement.

Any fault, defect or problem that existed before the Care Plan started, or which arose during an applicable waiting period, will not be covered.

Unless expressly stated as included within the customer’s selected Care Plan, we do not cover faults, damage or repairs resulting from:

• Pre-existing faults.
• Sludge.
• Scale.
• Corrosion.
• Poor system water quality.
• Design defects.
• Installation defects.
• Inaccessible or concealed components.
• Inaccessible or concealed pipework.
• Accidental damage.
• Misuse.
• Neglect.
• Freezing.
• Pest damage.
• Unauthorised alterations.
• Repairs or alterations carried out by another person after the Care Plan begins where those works contribute to the fault.
• Cosmetic damage.
• Consequential damage.
• Components that are obsolete.
• Components that are no longer reasonably available.
• System upgrades or improvements.
• Boiler replacement, except for the applicable BER contribution under Complete Home Care.

Damage to walls, floors, ceilings, decorations, furniture, possessions or other parts of the property resulting from a leak, breakdown or other fault is not covered.

16. Replacement Components

Where replacement parts are included within a Care Plan, Enigma Plumbing & Heating may use suitable manufacturer, original-equipment, compatible or professionally reconditioned replacement parts where appropriate.

The replacement component does not necessarily have to be manufactured by the original appliance manufacturer provided that we consider it suitable, safe and compatible.

Where a required component is obsolete or no longer reasonably available, we cannot guarantee that the appliance can be repaired.

We reserve the right to decline or discontinue a repair where carrying out the work would, in our professional judgement, be unsafe, impractical or uneconomical.

17. Fair-Use Policy

Our Care Plans are designed to provide reasonable protection against genuine domestic boiler, heating and, where applicable, plumbing faults.

They are not intended to provide unlimited maintenance, refurbishment, system improvement or replacement of an ageing or fundamentally defective boiler, heating system or plumbing installation.

Where repeated faults arise from an underlying system defect, Enigma Plumbing & Heating may require the underlying problem to be rectified before further related repairs can be covered.

Reasonable repair and claim limits may apply as detailed within the customer’s Care Plan agreement.

We reserve the right to review continued eligibility for a Care Plan where there is evidence of excessive or unreasonable use or where an underlying defect has not been rectified.

18. Appointment Availability

Appointments are normally carried out during Enigma Plumbing & Heating’s standard working hours unless otherwise agreed.

Care Plans do not provide a guaranteed emergency response time unless expressly agreed in writing.

Priority appointment booking means we will endeavour to offer eligible customers an earlier available appointment where reasonably possible.

It does not guarantee:

• A same-day appointment.
• Attendance within a specified number of hours.
• Out-of-hours attendance.
• Immediate attendance.

Appointment availability will depend on engineer availability, workload, location and the nature of the fault.

19. Customer Responsibilities

The customer must provide safe and reasonable access to the property and to the boiler, heating system or plumbing requiring attention.

The customer is responsible for operating and maintaining their boiler and heating system in accordance with the manufacturer’s instructions.

We may refuse to carry out work where we consider conditions to be unsafe.

20. Boilers Under Manufacturer Warranty

Where a boiler or component remains covered by a manufacturer’s warranty, Enigma Plumbing & Heating may refer an eligible repair to the manufacturer or warranty provider.

Where appropriate, customers may be required to use the manufacturer’s warranty before a repair is considered under the Care Plan.

Nothing within these Terms & Conditions affects the customer’s statutory consumer rights.

21. Monthly Payments

Care Plans are paid monthly by Direct Debit for the contractual term specified in the customer’s Care Plan agreement.

Payments must remain up to date for Care Plan benefits to continue.

If a payment is missed, Enigma Plumbing & Heating may suspend Care Plan benefits until the outstanding balance has been paid.

Repeated or unresolved missed payments may result in cancellation of the Care Plan.

Any outstanding charges for work, parts or services not included within the Care Plan remain payable separately.

22. Cancelling a Care Plan

Where applicable under UK consumer law, customers entering into an agreement remotely or away from our business premises will normally have a 14-day cancellation period.

Where a customer specifically requests that services begin during the cancellation period, a reasonable charge may be made for services already provided where legally permitted.

Cancellation after the initial cancellation period will be governed by the customer’s Care Plan agreement.

23. Property Limits

Each Care Plan applies to one property only.

Landlords requiring cover for more than one property must take out a separate Care Plan for each property.

Additional boilers, appliances or other requirements must be agreed separately and may incur additional charges.

24. Changes to Prices, Benefits or Terms

Enigma Plumbing & Heating may amend Care Plan prices, benefits or these Terms & Conditions where reasonably necessary.

Customers will be provided with appropriate notice of any material changes in accordance with their agreement and applicable consumer law.

Essential Care — £9.99 Per Month

Annual boiler service, gas safety record, magnetic system filter check/clean where fitted and 10% off eligible chargeable repair labour.

Priority Care — £18.99 Per Month

Everything in Essential Care, plus one standard boiler breakdown callout per Care Plan year, first hour of repair labour included, 20% off replacement parts, 10% off additional eligible repair labour and priority appointment booking. Suitable reconditioned parts may be used where appropriate.

Complete Home Care — £34.99 Per Month

Our most comprehensive level of cover, including covered boiler parts and labour, boiler controls, radiators and central-heating pipework, accessible internal plumbing, no callout charge for covered faults and up to £400 towards a replacement boiler if the covered boiler is declared BER (Beyond Economical Repair).