Service Plan Terms and Conditions
Alpha Heating Ltd – Basic Boiler Service Plan
Terms & Conditions
Version: 1.1
Last Updated: 17/02/2026
Contact Email: admin@alphaheatingltd.co.uk
These Terms & Conditions form a legally binding agreement between Alpha Heating Ltd (“the Provider”) and the Customer named in the accompanying Service Agreement. By signing up to the plan and/or completing the first service appointment, the Customer agrees to all terms set out below.
Pre‑Service Declaration
By booking the annual boiler service, the Customer confirms that:
• The boiler is in working order at the time of booking
• They understand that sludge‑related failures are excluded
• They understand that completion of the service activates the 12‑month contract term
• They have read and agree to these Terms & Conditions (Version 1.0)
1. Contract Length & Legal Commitment
1.1 The plan has a minimum term of 12 months, beginning on the date the annual boiler service is completed.
1.2 Once the service has been carried out, the Customer is fully committed to the 12‑month contract and is liable for the full 12‑month fee, regardless of whether they continue to use the service.
1.3 The Customer cannot cancel the plan during the 12‑month term unless the service has not yet been completed.
1.4 If the Customer cancels after the service has been completed, the remaining balance of the 12‑month term becomes immediately payable.
1.5 After the initial 12‑month term, the plan continues on a rolling monthly basis.
1.6 The Customer may cancel after the first 12 months, provided the next annual service has not yet been completed. No refunds will be issued for any payments already made.
1.7 If the Customer cancels after the next annual service is completed, they become liable for the next full 12‑month term.
1.8 The Provider will send a Service Confirmation Email after the annual service is completed. This email confirms the start of the 12‑month contract term.
2. Terms Locked at Signup
2.1 The Terms & Conditions applicable to the Customer are the version in effect at the time of subscription.
2.2 Any future updates do not apply to existing customers unless explicitly agreed in writing.
3. What the Plan Includes
• One annual boiler service every 12 months
• Full safety and efficiency checks
• Flue and combustion analysis
• Cleaning of accessible components where required
• Priority booking (defined in Section 9)
• Annual service reminders
• Contribution toward routine wear‑and‑tear parts (see Section 13)
4. What the Plan Does NOT Include
The plan does not cover:
• Emergency breakdown repairs
• Call‑outs for loss of heating or hot water
• Major or non‑routine parts (e.g., heat exchangers, pumps, diverter valves, PCB boards)
• System upgrades, modifications, or powerflushing
• Gas Safety Certificates (available as an add‑on)
• Any part failure, blockage, or malfunction caused by sludge, scale, debris, corrosion, or contamination
• Repairs required due to misuse, neglect, or third‑party work
• Repairs to radiators, pipework, valves, or external controls unless part of the standard service
Any work outside the scope of this plan will be quoted separately.
5. Sludge, Scale & Contamination Clause
5.1 The Customer acknowledges that sludge, scale, and debris are common causes of boiler faults.
5.2 Any failure caused directly or indirectly by sludge, scale, or contamination is excluded from this plan.
5.3 If sludge is identified during the service, the Provider may recommend a powerflush or cleaning treatment at additional cost.
5.4 Declining recommended cleaning work voids any future contribution toward affected parts.
6. Customer Responsibilities
The Customer agrees to:
• Maintain monthly payments
• Provide safe access to the boiler
• Ensure the boiler is in reasonable working condition at the start of the plan
• Notify the Provider of any changes to contact details
• Use the boiler in accordance with manufacturer guidelines
7. Provider Responsibilities
Alpha Heating Ltd agrees to:
• Carry out the annual boiler service to Gas Safe standards
• Provide priority booking as defined in Section 9
• Notify the Customer when the annual service is due
• Provide transparent pricing for any additional work
8. Payment Terms
8.1 Monthly payments of £12.50 are taken automatically via Stripe.
8.2 Missed payments may result in suspension of service benefits.
8.3 If payments remain outstanding for more than 14 days, the full remaining balance of the 12‑month term becomes immediately due.
8.4 The Provider reserves the right to pursue unpaid balances through debt recovery procedures.
9. Appointment Scheduling, Delays & Rescheduling
9.1 The Customer may request a preferred service date; however, the Provider reserves a 7‑day scheduling buffer around the preferred date.
9.2 The Customer acknowledges that Alpha Heating Ltd is a single‑engineer business and that:
• Delays may occur due to previous jobs overrunning
• Emergency work may take priority
• Appointments may need to be rescheduled
• Holidays, illness, or personal commitments may affect availability
9.3 The Provider will notify the Customer of delays where possible.
9.4 Delays or rescheduling do not entitle the Customer to cancel the contract or withhold payment.
10. Priority Booking – Definition
“Priority booking” means:
• The Customer will be offered the earliest available appointment
• The Customer will be placed ahead of non‑plan customers
• Preferred dates will be accommodated within a 7‑day window
• Priority applies to service appointments only, not emergency breakdowns
Priority booking does not guarantee a specific time or date.
11. Boiler Eligibility
This plan applies to:
• Domestic gas boilers
• Boilers in reasonable working condition at the start of the plan
If the boiler is unsafe or beyond economical repair, the Provider will advise the Customer and discuss options.
12. Liability
Alpha Heating Ltd is not liable for:
• Pre‑existing faults
• Damage caused by third parties
• Issues arising from poor installation or system design
• Losses resulting from boiler downtime
• Failures caused by sludge, scale, or contamination
• Missed appointments due to circumstances beyond reasonable control
Nothing in this agreement limits liability for negligence or breach of Gas Safe regulations.
13. Contribution to Spares & Early Failure of Perishable Components
13.1 Certain boiler components are classed as perishable parts due to their typical lifespan and the nature of normal boiler operation. These include, but are not limited to:
• Ignition electrodes
• Flame sensors
• Seals and gaskets
• Thermistors
• Pressure sensors
• Minor service‑related components
13.2 These parts generally have an expected lifespan of 3–5 years under normal operating conditions. The monthly subscription fee includes a pro‑rated contribution toward the replacement of these perishable parts within this expected lifespan.
13.3 If a perishable part fails earlier than reasonably expected, Alpha Heating Ltd will take into account:
• The age of the boiler at the start of the contract
• The condition of the boiler at the initial inspection
• Any visible wear, corrosion, or deterioration
• Manufacturer guidance and industry standards
13.4 Where early failure is deemed to be the result of normal wear and tear, and the boiler was in reasonable condition at the start of the contract, the cost of the part may be partially or fully covered under the plan’s contribution allowance.
13.5 Where early failure is deemed to be caused by factors outside normal wear and tear, including but not limited to:
• Sludge, scale, or contamination
• Poor system water quality
• Incorrect installation
• External damage
• Neglect or misuse
• Age‑related deterioration of an older boiler.
The Customer acknowledges that additional charges may apply for replacement parts and labour.
13.6 In cases where a part fails earlier than expected and is not fully covered, the Customer may choose between:
• Paying the additional cost of the part and labour, or
• Agreeing to extend the contract term so that the cost of the part can be absorbed through future subscription payments.
13.7 Alpha Heating Ltd reserves the right to determine whether a part’s failure is:
• Within normal expectations
• Premature due to external factors
• Related to the boiler’s age or condition at contract start
• Excluded due to sludge, scale, contamination, or misuse
13.8 The contribution to spares is intended to provide fair and reasonable support for predictable, service‑related wear and tear. It is not a full breakdown cover policy and must not be interpreted as such.
14. Cooling‑Off Period & Waiver
14.1 Under UK consumer law, customers normally have a 14‑day cooling‑off period during which they may cancel a service contract without penalty.
14.2 By subscribing to the Alpha Heating Ltd Service Plan and booking the annual boiler service within the 14‑day cooling‑off period, the Customer expressly requests that the service be carried out before the cooling‑off period has expired.
14.3 The Customer acknowledges that once the annual boiler service has been completed, they waive their statutory right to cancel the contract during the cooling‑off period.
14.4 If the Customer chooses to have the service carried out within the cooling‑off period, they agree that:
• The service may be performed immediately
• The 12‑month contract term begins on the date the service is completed
• They become fully liable for the full 12‑month contract fee
• They cannot cancel the contract without paying the remaining balance
14.5 If the Customer wishes to retain their full 14‑day cooling‑off rights, they must not book or request the service to be carried out within that period. In such cases, the service will be scheduled after the cooling‑off period ends.
14.6 If the Customer cancels before the service is carried out and within the 14‑day cooling‑off period, no charges will apply.
If the Customer cancels after the service has been completed, the Customer becomes liable for the full 12‑month contract amount, regardless of the cooling‑off period.
15. Unforeseen Circumstances (Force Majeure)
15.1 Alpha Heating Ltd shall not be held liable for any delay, rescheduling, or failure to perform its obligations under this agreement where such delay or failure is caused by circumstances beyond its reasonable control. These include, but are not limited to:
• Illness or injury
• Family emergencies
• Vehicle breakdown
• Severe weather conditions
• Supplier delays or parts shortages
• Power outages
• National emergencies
• Acts of God
• Any other unforeseen event outside the Provider’s control
15.2 In such circumstances, the Provider will make reasonable efforts to notify the Customer and arrange an alternative appointment at the earliest available opportunity.
15.3 Any delay or rescheduling due to unforeseen circumstances does not entitle the Customer to:
• Cancel the contract
• Withhold payment
• Claim compensation
• Demand priority over other scheduled customers
15.4 The Customer acknowledges that Alpha Heating Ltd is a small business operated by a single engineer, and reasonable flexibility is required in the event of unforeseen circumstances.
16. Debt Recovery & Enforcement
16.1 If the Customer fails to make a scheduled payment, the Provider will issue a reminder and allow a reasonable period for payment to be made.
16.2 If payment remains outstanding for more than 14 days, the Provider reserves the right to:
• Suspend all service benefits
• Demand immediate payment of the full remaining balance of the 12‑month contract
• Apply reasonable administrative charges for late payment
• Refer the outstanding balance to a debt recovery agency
16.3 If a debt recovery agency is used, the Customer may be liable for:
• Recovery fees
• Administrative costs
• Legal fees
• Any additional charges incurred during the recovery process
16.4 Failure to pay may also result in:
• Termination of the service plan
• Refusal of future services
• Legal action to recover outstanding amounts
16.5 The Customer agrees that all charges under this agreement are enforceable and legally binding once the annual service has been completed.
17. Service Refusal & Safety Compliance
17.1 Alpha Heating Ltd reserves the right to refuse, postpone, or cancel a service appointment if the boiler or heating system is found to be:
• Unsafe
• Non‑compliant with Gas Safe regulations
• Incorrectly installed
• Beyond economical repair
• Inaccessible or obstructed
• Affected by severe sludge, scale, or contamination
• At risk of causing harm to the engineer or property
17.2 If the Provider refuses service for any of the above reasons, the Customer will be informed of the issue and advised of any recommended remedial work. Such work will be quoted separately and is not included in the service plan.
17.3 If the Customer declines recommended remedial work, the Provider may:
• Suspend the service plan
• Refuse to carry out the annual service
• Exclude certain components from future coverage
• Terminate the plan without refund
17.4 Service refusal for safety or compliance reasons does not release the Customer from their contractual payment obligations.
17.5 The Customer must ensure safe access to the boiler and surrounding area. If access is not possible, the appointment may be rescheduled, and a call‑out or wasted‑visit fee may apply at the Provider’s discretion.
18. Wasted Visit Fee
18.1 If the engineer attends and is unable to carry out the service due to lack of access, unsafe conditions, or system issues, a wasted‑visit fee may be charged at the Provider’s discretion.
18.2 A wasted visit does not entitle the Customer to cancel the contract or withhold payment.
19. Service Limitations
19.1 The annual boiler service is a routine maintenance procedure and does not guarantee fault‑free operation of the boiler or heating system.
19.2 The plan is not a breakdown cover policy and must not be interpreted as such.
20. No Verbal Agreements
20.1 Only the written Terms & Conditions apply.
20.2 No verbal statements, promises, or representations override the written agreement.
21. Privacy & Data Handling (GDPR Compliance)
21.1 Alpha Heating Ltd collects and stores customer information solely for the purpose of administering the service plan.
21.2 Payment information is processed securely by Stripe and is not stored by the Provider.
21.3 Customer data is not shared with third parties except where required for:
• Debt recovery
• Legal compliance
• Service administration
21.4 Customers may request access to their stored data by emailing admin@alphaheatingltd.co.uk.
22. Complaints Procedure
22.1 Complaints should be submitted in writing to admin@alphaheatingltd.co.uk.
22.2 The Provider aims to acknowledge complaints within 5 working days and provide a full response within 14 working days.
22.3 Complaints do not pause or invalidate the Customer’s contractual payment obligations.
23. Governing Law
23.1 This agreement is governed by the laws of England and Wales.
23.2 Any disputes shall be resolved under the jurisdiction of the courts of England and Wales.
Additional Appliance Service (AAS)
1. Optional Add‑On Product
The Additional Appliance Service (“AAS”) is an optional add‑on available to customers who hold an active Boiler Plan. It is not required for eligibility for the Boiler Plan and may be added at the customer’s discretion.
2. Scope of Service
The AAS provides labour‑only servicing for the selected additional appliance(s).
No parts, components, materials, or replacements are included or covered under this service.
Where parts are required, these will be supplied and charged separately at the prevailing rates.
3. Minimum Term
The AAS is subject to a minimum 12‑month contract term, which runs concurrently with the customer’s Boiler Plan unless otherwise stated.
4. Early Cancellation
If the customer cancels the AAS within the initial 12‑month term, the customer agrees to pay the full outstanding balance for the remainder of the 12‑month period.
This amount becomes immediately due upon cancellation.
5. Relationship to the Boiler Plan
• Cancellation of the AAS does not cancel or alter the customer’s Boiler Plan.
• Cancellation of the Boiler Plan does not remove the customer’s obligation to pay any outstanding balance owed under the AAS if cancelled within the minimum term.
• The AAS cannot be purchased without an active Boiler Plan.
6. Continuation of Obligations
If the Boiler Plan is terminated for any reason, the AAS will remain active until cancelled by the customer. Any cancellation within the minimum term will trigger the early‑cancellation charges outlined above.