Terms & Conditions

(Maintenance Contract)

Payments will be taken on the 15th day of each month

by direct debit, or the next working day.

The contract will run for a

period of one calendar year from the date that your

first payment is received (‘initial term’),

subject to the outcome of the engineer’s inspection

at the initial subject to survey visit

If you have more than one boiler, you will be required

to have a separate agreement for each boiler.

We will notify you in writing of any changes to pricing

or terms and conditions.

START DATE

Your cover will begin on the date which we process

your first payment (15th day of the month).

Please note that for

any applications received after the 3rd day of the

month cover will not begin

until the 15th day of the following month.

RENEWAL

The contract renewal date will be the yearly

anniversary of the date that your first payment is

received. We will automatically renew your contract at

the end of each contract year unless notified not to,

in which case the contract will expire.

We reserve the right to refuse to renew a contract.

Please note if your contract is renewed automatically,

you have the statutory right to cancel within 14 days

of the renewal date (your‘ ‘cooling off period’).

INITIAL INSPECTION

If you choose our Central Heating and Boiler

cover, we will inspect your system and appliance to

make sure they are safe and in good working order.

If the inspection reveals a problem, we may:

Tell you what work is required

and what it will cost for the work to be carried out.

Offer you an alternative agreement, or Cancel

the agreement and refund any money you have paid.

If your Appliance is in good working order,

our service engineer will carry out the annual service

and fill in an inspection checklist to show you what

he or she has checked.

We will normally do this inspection and service

within 28 days or the beginning of your agreement.

ACCEPTANCE ON TO CONTRACT:

Acceptance of a system or appliance on to a contract

does not imply that it is installed satisfactorily or to

current standards or codes of practice or that any

spare parts required are guaranteed to be available

for the appliance.

YEARLY INSPECTION

Annual Service and Safety Inspection

We aim to carry out the safety and maintenance

inspection around the same time each year where

possible, depending on our workload and your

appointment preferences.

We will contact you approximately one month before

your appliance annual service is due with a timed

appointment. If this appointment is not suitable you

can call us at any time to arrange or rearrange

your safety and maintenance inspection.

CANCELLATION POLICY

We may cancel your

agreement if; You have given false information

We find something wrong on the initial inspection

and you decline the remedial works.

We are not reasonably able to find parts to keep

your system or appliance working safely, or

Circumstances arise (including health and safety

issues) which make it inappropriate for the contract

to continue.

You fail to keep up your monthly payments,

you will not be coered in any period where payment

has not been received. You do not allow us access to

your property within a reasonable period.

Your home is unfit to carry out works in.

You change your boiler or an appliance that the

contract covers.

We retain the right to cancel your agreement at any

time should we deem it appropriate.

ACCESS:

It is your responsibility to let us into your property.

If you do not allow us access to your property

to perform the services as arranged, we may charge

you additional costs incurred by us as a result.

IF WE CANCEL YOUR AGREEMENT:

You will receive a full refund based on how long

is left of your 12-month agreement and number

of payments received. There will be a minimum

charge of £95 if we have carried out the annual boiler

service or any other maintenance work.

You have a right to cancel the contract between you

and us without giving any reason within 14 days of it

being entered into. This is known as your ‘cooling off’

period. In order to exercise your right to cancel you

must inform us of your decision by a clear statement

(e.g. a phone call, letter or email). You may use the

cancellation form below, but you do not have to.

All agreements are for 12 months. You may cancel

your agreement with us if we consistently fail to do

something which we should have done. In this case, yo

u will receive a refund calculated as if we had

cancelled the agreement.

SPARE PARTS & REPAIRS

If we do not carry the spare parts your repair

requires on the day, we will endeavour to find parts

from our suppliers.

We may not always be able to replace parts like-for-

like and therefore may use an approved alternative or

standard range of product.

For example, parts may not always be the same

design or colour as the original, should we find any

boiler parts to be obsolete we will not be able to

carry out the associated works and we will instead

provide a quotation for a replacement boiler. If 3

or more repairs are required on a boiler within any

1-year period, it may be deemed beyond economic

repair. In such circumstances, Southern Heating

will provide a quotation to replace the boiler with a

£250 discount.

LIABILITY

We will meet our Liabities under this agreement

within a reasonable time unless unable to do

so because of circumstances beyond our control.

We cannot accept liability

for any delays or non-performance of our obligations

under this contract as a result of any event or

circumstance beyond our reasonable control.

Where possible, we will take all reasonable steps

to minimise the effect of the delay.

All services are offered during

our normal working hours, Monday to Friday 08:00-

17:00. An engineer will normally be with you within 24

hours. Emergency service is available under our 24/7

emergency cover for uncontrolled water leaks or

emergencies posing an immediate risk to your health

or property.

We aim to attend emergencies within your home

within 3 hours.

We will make good any damage to your property

negligently caused by us while providing services.

However, we are not responsible for the cost

of repairing any pre-existing faults or damage to your

property that we discover while providing

the services (e.g. damage caused by water leaks)

USING PERSONAL INFORMATION

We will always endeavour to handle your data in

compliance with the General Data Protection

Regulations (GDPR) and will store any data in a secure

server. Information you provide may be used by

us to identify you when you contact us

but only when information is volunteered to us, to

assist us with accounts, services and products we

have provided before, now & in the future. We will

retain your information if you are our customer

and will send you reminders when you have services

due and information about our engineer when en

route. If at any time in the future you wish for your

information to be removed from our systems

please contact us.