Terms and Conditions for Boiler Maintenance Packages

Issued by APV Heating Services

Last Updated: September 2025

Introduction

These Terms and Conditions (“T&Cs”) govern the provision of boiler maintenance services by APV Heating Services. They are designed to ensure clarity, fairness, and transparency for all customers. By purchasing a maintenance package, the customer agrees to be bound by these T&Cs. These packages are available in three tiers: Basic Care, Enhanced Care, and Total Care, each offering different levels of service and support.

1. Eligibility

  • Property Use: Packages are available to homeowners or owner-occupiers of domestic properties only. Commercial properties are excluded.
  • Boiler Condition: The boiler must be in good working order at the start of the contract. Age or type restrictions may apply (e.g., gas boilers only).
  • Accessibility: The boiler and system must be safely accessible. Any modifications required to ensure access are the customer’s responsibility.
  • Existing Cover: Customers must not hold overlapping cover with another provider.

2. Contract Period and Renewal

  • Initial Term: 12 months from the first payment date.
  • Renewal: Auto-renews annually unless cancelled. Customers will be notified of any price changes in advance.
  • Payment Terms: Monthly by Direct Debit or annually in advance. Late payments may result in suspension or cancellation.

3. Annual Service

  • Scheduling: APV will contact customers to arrange servicing, typically during warmer months.
  • Exclusions: Basic Care excludes parts; all tiers exclude issues caused by scale or sludge.

4. Emergency Call-outs and Repairs (Enhanced and Total Care only)

  • Response Times: Enhanced Care offers priority response; Total Care offers highest priority.
  • Repair Hours: Repairs are conducted during normal business hours (Mon–Fri).
  • Parts and Labour: Included in Total Care only. Standard replacement parts may be used.
  • Excess Fees: Any applicable excess must be paid before attendance.
  • Repair Limits: Annual caps may apply.

5. Exclusions

  • Damage: Excludes damage from misuse, fire, flooding, freezing, or external causes.
  • Scale and Sludge: Not covered.
  • Pre-existing Faults: Not covered; initial exclusion period may apply.
  • Non-Boiler Components: Basic Care excludes central heating components.
  • Building Fabric: Underfloor heating, buried pipework, and asbestos removal are excluded.
  • Cosmetic Parts: Not covered.

6. APV's Rights

  • Refusal of Cover: Based on boiler condition, age, or safety.
  • Cancellation: APV may cancel for non-payment, abuse, false information, or unavailable parts.
  • Subcontracting: APV may use qualified subcontractors.

7. Customer Obligations

  • Access: Provide safe access for servicing and repairs.
  • Information: Keep APV informed of changes (e.g., address, boiler replacement).
  • Cooperation: Follow engineer instructions.

8. Cancellation and Refunds

  • Cooling-Off Period: 14 days from contract start for full refund (minus any services used).
  • Post-Cooling-Off: No refunds; outstanding balance may be payable.

9. Liability

  • Foreseeable Loss: APV is liable for foreseeable loss due to negligence.
  • Pre-existing Faults: Not APV’s responsibility.
  • Force Majeure: APV is not liable for delays beyond its control.

10. Boiler replacement (Total Care only)

  • Beyond Economical Repair (BER): Criteria to be defined.
  • Contribution: May be offered based on boiler age; installation must be by APV.
  • Exclusions: Installation costs, flues, and system upgrades not included.

11. Data Protection

Customer data will be handled in accordance with the UK GDPR, the DPA 2018 and APV’s Privacy Policy available at https://apvheatingservices.com/privacy-policy

Package Specific Terms

Basic Care

  • No parts or labour included for repairs.
  • Repairs charged separately.

Enhanced Care

  • Priority response (e.g., within 24 hours).
  • Discounted labour rates for repairs.

Total Care

  • Parts and labour included for boiler and specified system components.
  • Annual repair cost limits may apply.
  • May include boiler replacement contribution.
  • Optional discounts for services like powerflushing.