Flame Heated Gas - Secured Heat Plans Terms and Conditions.
We understand that terms and conditions are often extremely difficult to understand due to how they are written. We have tried to keep our Secured Heat Plans terms and conditions extremely clear so you know exactly what is and isn’t covered.
Scope of Contract
1.1 Flame Heated Gas will provide the level of cover described within the ‘Plan Summary’ below subject to an initial chargeable service and inspection.
1.1 Flame Heated Gas will provide the level of cover described within the ‘Plan Summary’ below. However, there is an initial 30-day period where you cannot make a claim. This is to prevent claims on pre-existing problems and to keep premiums competitive for all our customers.
1.2 When referring to ‘We’ this refers to Flame Heated Gas
1.3 This contract is strictly a maintenance contract and is not an insurance policy. Flame Heated Gas is therefore not regulated by the FCA.
1.4 This plan is intended for domestic boilers only and will only carry out works at residential properties
Our Plans
2.1 Plus
Here is what is included in our Plus:
Annual Boiler Service Included
Annual System Water Test
Annual Carbon Monoxide Test
Replacement Parts Discount
2.2 Pro
Here is what is included in our Pro:
Annual Boiler Service Included
Annual System Water Test
Annual Carbon Monoxide Test
24 Hour Emergency Call Outs
Breakdown Labour Discount
Out of hours boiler services
Replacement Parts Discount
2.3 Premium
Here is what is included in our Premium:
Annual Boiler Service Included
Annual System Water Test
Annual Carbon Monoxide Test
Priority Call Outs
24 Hour Emergency Call Outs
Out of hours boiler services
Replacement Parts Discount
Loyalty Discount our other services
Components of the System
3.1. Your heating system is made up of a number of different components. The components of the heating system covered within each plan are as follows:
3.2 Plus
Boiler and all internals
3.3 Pro
Boiler and all internals
Thermostatic radiator valves
Timer/thermostat
3.4 Premium
Boiler and all internals
Circulation pump
Thermostatic radiator valves
Timer/thermostat
Radiators
Heating pipework
All gas supply pipes
Pressure controls
Below you will find information on each of the benefits within our service plans. Please refer back to ‘Our Plans’ above to see which items below are included in each plan.
Annual Service
4.1. One of our Gas Safe qualified engineers will perform the service and safety check in line with manufacturers instructions
4.2. Included in this service/safety check, we will perform the following as a minimum:
Check emissions using a fully calibrated flue gas analyser
Check of the inlet and working gas pressure
Clean condensate trap
Clean magnetic filter (if fitted)
Clean inside of boiler case
Gas rate if required
Test of safety devices and all safety checks in line with Gas Safe guidelines
4.3. We will also inspect the radiators, hot water cylinder and other components for leaks or defects
4.4. A gas tightness test will be performed in certain circumstances to ensure the property is free from gas leaks
4.5. The annual service will be arranged at a time and date convenient to you and in the month of your contract renewal. Unless otherwise arranged with the contract holder beforehand.
4.6 The annual service will be carried out Monday to Friday between 9 am and 5 pm unless otherwise agreed by Flame Heated Gas
Annual System Water Test
5.1 We will complete a test to check the quality of system water and determine the appropriate treatment to ensure the system works at optimum efficiency, and the boiler is fully protected.
5.2 Results of the test may require additional work to be carried out on the boiler that may or may not be included depending on the plan that you are on.
Annual Carbon Monoxide Test
6.1 We will complete a test to check all carbon monoxide detectors in the property are working correctly once per year
6.2 If no carbon monoxide testers are present in the property we are able to fit for free
Priority Callouts
7.1 We will endeavour to attend all breakdowns within the timeframes below based on your plan:
Premium: Breakdowns reported within 1 - 2 hours
7.2 In the event of a breakdown being reported on Saturdays, Sundays, Bank Holidays, we endeavour to attend the property within the timeframes below based on your plan:
Premium: Within 1- 2 hours
7.3 The timeframes outlined above are subject to workload and availability
24 Hour Emergency Callouts
8.1 We will endeavour to attend your property within:
Pro: 2 - 3 hours
Premium: 1 - 2 hours
hours irrespective of the time of day
8.2 The timeframes outlined above are subject to workload and availability
Breakdown Labour Discount
9.1 Customers have the right to discounted breakdown labour based on their plan as outlined below:
Pro: 1 Callouts per year
9.2. Where call outs are unlimited this is subject to fair use and adequate severity.
9.3. Parts will not be covered and will be chargeable in full
Out of Hours Boiler Service
10.1 Customers have access to booking boiler services outside standard trading hours giving access to evenings up until 8pm and weekends ( Pro and Premium customers )
10.2 The timeframes outlined above are subject to workload and availability
Loyalty Discount on Other Services
11.1. We offer other services within Flame Heated Gas that include:
Premium : Boiler installation / repairs / upgrades
As a Secured Heat Plans customer you receive the following discounts on the labour of our other services:
Premium: 5% Discount on all labour
Exceptions
12.1 Any breakdown that is caused by sludge, scale or system deposits will not be covered - this will be confirmed by an independent water quality test if required (chargeable to customer if it fails)
12.2 Any breakdown that is a result of a problem with the water mains, electrical grid or gas main/meter. Including having no credit on a gas meter.
12.3 Pre-existing faults and defects in the design or installation of the system.
12.4 Any breakdowns caused by blocked drains backing up into the boiler.
12.5 Replacement of cosmetic parts such as boiler casings and covers
12.6 Faults caused due to the fabric of the building, for example, pipes in walls bursting due to subsidence
12.7 Any defects caused due to malicious actions, misuse or third party interference.
12.8 Any defect caused by; fire, flood, lightning, explosion, storm, frost, terrorism or the impact of any other extraneous cause.
12.9 We will not be held responsible for delays in the provision of parts from suppliers or delivery firms
Missing / Cancellations of Appointments
13.1 Customers that have arranged a breakdown callout or annual service are given an 1 - 3 hour slot, if the engineer attends and the customer is not available a rebooking amount of £25 is charged to re-attend.
13.2 Customers must give 24 hours notice to change an appointment date/time otherwise a rebooking fee will be charged
Use of Subcontractors
14.1 We reserve the right to use subcontractors to carry out any breakdowns or annual services. All subcontractors will be Gas Safe registered and vetted by us for suitability
Period, Renewal and Payment Contract
15.1 This contract is valid for a period of 1 year (12 months) from the date the first direct debit is collected
15.2 The contract will be automatically renewed into a monthly rolling contract unless instructed by the customer to cancel. The customer must give notice no later than 14 days before the renewal date
15.3 We reserve the right to cancel the renewal of any contract without giving a reason.
15.4 In the event of non-payment of the Direct Debit cover will be suspended until the account is brought up to date and no works will be carried out
15.5 The contract is cancelled if the customer misses 3 consecutive payments without
contacting after the initial 12 months period. Failure to make payments within the initial 12 month period will result in £35 administration fee on the account along with payment to get the account balance up to date
15.6 We reserve the right to cancel any policy at any time if a customer is found to have broken any terms in these conditions.
Certificates
16.1 All certificates will be held electronically by Flame Heated Gas
16.2 Customers can request copies of any certificate at any time via email without charge.
16.3 Customers can request a hard copy of any certificate subject to a printing and postage
charge of £5.
Cooling Off Period
17.1. Customers are entitled to a full refund within 14 days of signing the contract. Any breakdowns within this cooling-off period will be charged at the full amount in the event of cancellation.