Heating Care Plan Terms & Conditions

• The Plan provides maintenance, servicing, and labour coverage for boilers and heating systems as specified in your selected plan (Essential, Plus, Complete, or Landlord Portfolio Plan).
• The Plan does not provide a warranty, guarantee, or insurance for faults, defects, or breakdowns. Labour only, unless explicitly stated.
• Coverage may include annual servicing, diagnostic visits, priority booking, and access to competitive boiler parts pricing (parts not included unless stated).

• All coverage is subject to an initial survey of your property and heating system.
• We reserve the right to refuse, modify, or cancel cover if the property or system is unsafe, non-compliant, or unsuitable.
• Coverage for call-outs begins 14 days after Plan commencement, at our discretion.

• Replacement parts, components, or consumables (unless included in your plan).
• Faults caused by third-party tampering, unauthorised modifications, or repairs.
• Failures due to neglect, misuse, or lack of maintenance outside the Plan.
• Components concealed within walls, floors, ceilings, or otherwise inaccessible areas.
• Damage from flooding, fire, lightning, or external events beyond our control.
• Work needed due to non-approved appliances or system modifications.

• We will endeavour to attend non-emergency call-outs within 48 hours, subject to availability. Emergency response times will be advised.
• Labour cover includes only work performed by our engineers. Parts are not included unless explicitly stated.
• Work outside the Plan scope will be charged separately at prevailing rates.

• Ensure property and system are safe and serviceable.
• Permit reasonable access for inspections, maintenance, or call-out work.
• Notify us immediately of any third-party intervention, tampering, or modifications.
• Maintain Direct Debit payments; failure to do so will cease Plan coverage.
• Do not attempt unauthorised repairs or modifications.

• Payment via Direct Debit or agreed method.
• Prices subject to VAT and may vary depending on property size, system complexity, and inspection requirements.
• Non-payment or failed Direct Debit may result in immediate suspension or cancellation.

• We are not liable for loss, damage, or costs arising from system failure, including consequential losses (property damage, personal injury, loss of heating/water).
• Delays due to third-party suppliers, parts, or external factors are excluded.
• Reports and inspections are visual, non-invasive assessments, provided for advisory purposes only.
• Pre-existing faults discovered during initial survey are not covered unless agreed.

• Casper Heating Co will attempt up to three appointments for routine servicing.
• If access cannot be provided, the plan may continue without completing the service or a call-out fee may apply for further visits.
• Manufacturer warranties often require servicing within one month of the due date.
• Casper Heating Co accepts no responsibility for warranty loss due to missed appointments or lack of access.

• Plans operate on a rolling yearly contract from the enrollment date.
• Plans automatically renew annually unless cancelled prior to renewal.
• Continuation of Direct Debit payments constitutes acceptance of the renewed term.

Customers enrolled in the Complete Care+ plan may receive labour provided without charge when installing a recommended replacement boiler following a Boiler Efficiency Review (BER).

This applies only when the appliance is supplied and installed by Casper Heating Co and remains subject to the conditions outlined on the Complete Care+ plan page.

• Plans are intended for reasonable domestic usage and unexpected breakdowns.
• Casper Heating Co reserves the right to apply a fair usage policy where call-outs become excessive.
• This may include repeated visits for minor issues such as radiator bleeding, thermostat adjustments, user error, or frequent pressure refilling.
• Constant pressure loss requiring repeated refilling may indicate an underlying system fault or leak which may not be covered.

Repairs may depend on manufacturer parts availability. Casper Heating Co cannot be held responsible for delays caused by supplier shortages or discontinued components.

Casper Heating Co shall not be liable for indirect or consequential losses including property damage, loss of heating, loss of income or inconvenience resulting from breakdowns or repair delays.

• Casper Heating Co reserves the right to suspend or cancel a plan where payments are not maintained.
• Plans may also be suspended if engineers encounter abusive behaviour, unsafe conditions, or denied access.
• Coverage may also be withdrawn if the heating system becomes unsafe or is altered without approval.