Service Plan Terms & Conditions

Definitions

In these terms and conditions, certain words and phrases have specific meanings. Each time they appear in bold, they will have the same meaning.

Accidental Damage

If an emergency or breakdown occurs as a result of an unintentional action by you or another household member.

Agreement

These terms and conditions and your schedule.

Assistance

Making reasonable efforts to repair your boiler, system, or restore facilities in case of an emergency or breakdown, including providing support remotely, such as through phone assistance.

Authorised contact

An individual whom you have designated to handle your agreement on your behalf. For example, as a landlord, you may authorise your tenant(s) or managing agent to contact us in case of an emergency or breakdown. To make arrangements for this, please reach out to us via phone, email, or writing.

Beyond economic repair

The typical lifespan of boilers ranges from 7 to 20 years, during which their value decreases. If, upon an engineer’s visit and evaluation, the cost of repairs is found to be greater than the current value of the boiler, we will not be able to perform repairs. However, we will attempt to provide other options for assistance.

Breakdown

A persistent issue with the facilities in your home (such as heating, hot water, or clean water) that has hindered their normal functioning.

Boiler

A single natural gas domestic boiler, including all components that are fitted within the boiler by the manufacturer, and starting from the appliance isolation valve.

Bolt-on

Supplementary Care Plan to other policies. Bolt-on’s cannot be purchased on their own and must have a main plan.

Central heating

Components that are located outside of a boiler but within the central heating system of your home, such as the central heating pump, feed and expansion tank, motorised valves, temperature and pressure controls, radiators, radiator valves, interconnecting pipework, hot water cylinder, timers, controls, programmers and immersion heater.

Claim

A request for a repair or assistance under the features of this agreement.

Commencement date

The start of your agreement as shown in your schedule.

Emergency/Emergencies

Major loss of services (for example, heating, hot water, clean water, electricity) in your home, or sudden and unexpected events (for example an uncontrollable leak) which, if not dealt with quickly, would in our opinion make your home unsafe, cause damage or further damage to your home, or cause personal, health risk to you or others.

Engineer(s)

A qualified person approved and instructed by us to undertake emergency or breakdown work, or a boiler service.

Excess

As shown on your schedule, a payment by you towards each claim if you’ve selected a product with an excess. If your boiler is over 11 years old, your excess will be paid and you will be liable for 30% of the total repair cost. Payment must be made before our engineer will attend. If you choose not to pay, we will not proceed with your claim. You will not be charged an excess for assistance provided remotely (e.g. over the phone).

Home

A home is a structure that is intended and used for residential purposes. It can be owned by an individual, family, or household, and they can either reside in it or rent it out to others. A home typically includes attached spaces such as garages or conservatories, but not detached buildings or communal areas.

Improvement

Steps identified by our engineer which are offered in order to enhance your facilities (e.g. ‘smart’ thermostats, thermostatic radiator valves, carbon monoxide monitor or other system upgrades)

Maintenance

Steps identified by our engineer which aim to reduce the risk of a future emergency or breakdown (for example, powerflush, inhibitor, magnetic
filters, replacing parts which are functioning but beginning to show wear and tear, or dealing with sludge, limescale or debris)

Pay on use

If a claim arises that’s not Care Planed by your agreement, we can arrange for an engineer to help, but you’ll be responsible for all costs. There’s a £95 fee (plus parts and labour) for pay on use visits.

Property

A home and all the land up to your boundary, including detached outbuildings.

Plumbing

Hot and cold-water pipes in your home between, but not including the main internal stop-tap, internal taps and flexible pipework to your appliances.

Repair

Reasonable efforts to restore your facilities following an emergency or breakdown by sending an engineer to your property.

Schedule

The document confirming your agreement, personal, property and product details.

Surcharge

An additional charge or payment, this is used when works are requested outside of normal operating hours.

We, us, our

Rapid Response Plumbing & Heating LTD (Company Number 15070797) its authorised representatives and engineers, unless otherwise stated.

You, your

The person named as the policyholder, or an authorised contact.

 

HOW TO REQUEST A REPAIR OR ASSISTANCE

You should contact us within 24 hours of the emergency or breakdown occurring and provide details of the situation. We’ll first give assistance to you on action to take to protect yourself and your property.

Please do not make arrangements yourself without prior authorisation from us. If you do, we will not reimburse any costs you may incur.

All claims must be made to us and not to an engineer directly otherwise the work will not be Care Planed by your agreement.

If we’ve agreed to your claim, we’ll discuss the timing of your repair or assistance with you by phone, email or text.

We’ll try to ensure that your repair or assistance is delivered as quickly as is reasonably practicable, either by arranging an engineer visit or if appropriate, by phone. If exceptional events (for example, adverse weather or government health restrictions) prevent our engineer from
attending your property, we will keep you informed.

All repairs will be carried out during normal operating hours of 8am – 5pm Monday to Friday.

Any calls outside of these hours will incur a surcharge, If an out of hours appointment is required the surcharge will be discussed beforehand, If the office is open payment must be made before the engineer will attend, in the event of the emergency being raised outside of normal operating hours the surcharge and excess must be paid by midday of the next working day, email authorisation will be required before the engineer can attend out of hours. Telephone assistance will not be charged

28-Day Claims Exclusion

We won’t Care Plan a claim or undertake a boiler service within your cooling off period, or with in the first 28 days of the policy, or, if you purchase additional features, we won’t Care Plan anything relating to those additional features for the first 28 days after purchase.

Rescheduling a repair or assistance

Please provide at least 24 hours’ notice of your intention to reschedule. Failure to do so will incur a charge of £95

Delayed or rearranged appointments

We’re not responsible for any losses incurred as a result of delayed, rearranged or cancelled appointments.

Engineer access

If the engineer is unable to access the property following the scheduling of a visit, you may incur an additional fee of £50.

HOW TO DISCUSS OR CANCEL YOUR AGREEMENT

To discuss your agreement

If you need to contact us regarding your agreement, please contact us in writing, by e-mail or by calling the customer helpline.

To cancel your agreement

Only you or your authorised contact can cancel your agreement. Please contact us in writing, by e-mail or by calling the customer helpline if you wish to cancel.

If you cancel within 14 days

This is your cooling-off period, which begins when you receive the details of your agreement. You may cancel your agreement without penalty and we’ll refund any premiums you’ve paid.

If you cancel after 14 days

You are required to provide 30 days’ notice which may require you to pay an additional premium for your remaining time on Care Plan. Where your agreement is cancelled outside the 14-day cooling off period and you’ve not made a claim or received a boiler service, there’ll be no cancellation fee payable to us.

Where your agreement is cancelled outside the 14-day cooling off period and you’ve made an accepted claim or have had an engineer’s visit (for example, a boiler service) you may have to pay cancellation charges. Cancelling your Direct Debit through your bank doesn’t mean that you’ve cancelled your agreement with us.

If you cancel your Direct Debit without telling us, we’ll try contacting you to collect the money you owe. If we don’t hear from you and you don’t pay, we’ll cancel your agreement no less than 30 days after the date we first found out your payment had failed. You may also have to pay cancellation charges.

Cancellation Charges

If you or we cancel your agreement or any features of your agreement and we’ve already completed work for you since you bought or renewed them, you may have to pay cancellation charges. You will not have to pay more than your annual premium. Your charges will be calculated based on the value of the works carried out. These calculations will not include the cost of any excesses or surcharges paid, but will include monthly premiums already paid. You will pay the cost of the repair or the remaining annual premium whichever is the lower value.

WHEN WE MAY CANCEL YOUR AGREEMENT

We may cancel your agreement immediately if:

• you give us false, misleading or inaccurate information;
• we find your boiler is on our list of exclusions;
• you put our people’s health and safety at risk, for example, physical or verbal abuse;
• your property is unfit or unsafe to work in;
• you don’t let us in to your property to work, despite several attempts;
• we advise you to make permanent fixes, upgrades or improvements, but you don’t; or
• you don’t make your payments.

HOW TO MAKE A COMPLAINT

We strive to provide top-notch service to our customers. However, if you have any issues or questions regarding your agreement or a claim, please don’t hesitate to reach out to us through mail, email, or phone. 

The complaints procedure is in addition to your statutory rights as a consumer.

Financial Ombudsman Service

If you’re not satisfied with the outcome of your complaint, then you can contact the Financial Ombudsman Service. By Post: Exchange Tower, London E14 9SR

By Phone: 0300 123 9123 or 0800 023 4567
By Email: complaint.info@financial-ombudsman.org.uk

Following the complaints procedure does not affect your rights to take legal action

Our Plans Features

Service Plan

What we include;

• Visual inspection – the engineer will visually inspect the boiler, clean and adjust components if necessary.
• Check the operation of your boiler and boiler controls
•  Check the construction, termination and route of the flue.
• Water quality tests, to ascertain the quality of your heating water
• Service the boiler in line with manufacturer’s instructions
• Visual inspection of all radiators, valves and visible pipework.
• Conduct a record and ensure the boiler is ready for use.

What we can’t Care Plan;

• Any parts required to service the boiler in line with the manufacturer’s instructions.
• Some services may require seals, or updated components in line with any safety notices issued for the boiler.

Boiler Essentials Plan

What we include;

• Everything that’s Care Planed in your service plan
• Repairs or assistance following a boiler emergency or breakdown, in your home unless your boiler is beyond economic repair.

If we’re not able to restore your boiler following an emergency or breakdown from October to March and you have no other source of heating, you may request two portable heaters from us which you will have to return to us.

What we can’t Care Plan;

• As Per Service Plan
• Repairing or replacing your flue, this can be quoted at an additional cost
• The following boiler types/manufacturers;
• Ferroli
• Ravenheat
• Potterton Power max
• Thermal store systems
• Boilers that contain storage vessels
• Warm Air Units
• Keston Boiler pre 2020
• Atag
• Dual purpose boilers such as Aga & Rayburn
• Combined heat and power systems

Full Heat Plan

What we include;

• Everything that’s Care Planed in your boiler essentials plan
• Repairs or assistance following a central heating emergency or breakdown, in your home. If we’re not able to restore your central heating following an emergency or breakdown from October to March and you have no other source of heating, you may request two portable heaters from us which you will have to return to us.
• In the case of an emergency or breakdown with your central heating thermostat or TRV, we will first check for battery issues. If the device is internet-connected, we will also ask you to contact the manufacturer or provider for software updates or remote troubleshooting. If these steps do not resolve the issue, we will attempt to repair or replace the thermostat or TRV with a standard model to restore heating. If a like-for-like replacement is requested, we will install it but the cost of the replacement will be the customer’s responsibility.
• In the event of a boiler emergency or breakdown being beyond economical repair and you have had your policy with us for a minimum of 3 years and your boiler was no more than 7 years old at the time the policy was taken out. You will be eligible for a replacement boiler you will be required to pay a surcharge of £1200 to Care Plan installation
  costs. Your replacement may not be the same make or model or fitted in the same location

What we can’t Care Plan;

• As per Boiler Essentials plan
• The removal of lime scale, sludge or debris
• Maintenance and improvement work
• Repairing or replacing:
• Accessories to the central heating system inclusive of booster pumps, and filters;
• Electric heating, such as storage heaters, panel heaters and fan convector heating;
• Solid Fuel Heating Systems;
• Underfloor heating;
• Warm air units;
• Designer radiators, other than standard towel rails;
• Radiators larger than 1200*600mm
• Electrical elements in radiators;
• Elson tanks;
• Combined heat and power systems;
• Replacing water tanks, cylinders.
• Ground, air and water source heat pump system
• A drain down of the central heating system, whether full or partial;

Landlord Bolt-on

What we Care Plan;

• This bolt-on requires either the Service, Boiler Essentials or Complete Heat plan
• Completion of a CP12 inspection including one additional appliance, fires are subject to a surcharge hobs and cookers aren’t.

Plumbing Bolt-on

What we Care Plan;

• This bolt-on requires either the Service, Boiler Essentials or Complete Heat plan
• Repairs or assistance following a plumbing (for example, a leak) system emergency or breakdown in your home.

What we can’t Care Plan;

• Maintenance and Improvement work
• Repairing or replacing:
• Pipework which connects your boiler and central heating radiators, water tanks,
  cylinders, and central heating radiators (although repairs may be Care Planed if you have boiler or central heating Care Plan)
• Frozen pipes which have not had adequate protection
• Steel or lead pipes
• Rainwater, guttering, fall pipes, down pipes and soil vent pipes
• Fountains, ponds, water features or garden irrigation systems
• Manholes and their Care Plans, cesspits, soakaways, septic tanks, vacuum drainage systems, electric pumps;
• External toilets, unless the emergency or breakdown impacts your only working & accessible toilet facility
• External pipes and underground pipes between your home and detached outbuildings;
• Sanitary ware
• Showers and their parts including the shower unit, pump, controls, outlet or shower head
• Plumbing and filtration systems for swimming pools and spa baths
• Water softeners, water filters, waste disposal units, macerators
• Taps
• Water supply pipes
• Water meters.

Electrical Bolt-on

What we Care Plan;

• This bolt-on requires either the Service, Boiler Essentials or Complete Heat plan
• Repairs or assistance following an emergency or breakdown in your home, relating to your permanent 240-volt electrical supply system and wiring, or relating to your ground floor external security lighting.
• If your ground floor external security lighting is ‘Smart’ or internet-connected, then if we cannot repair it, we will replace it with a standard model. If you require a like for like replacement, we will install it, but you will be responsible for the cost of the replacement.

What we can’t Care Plan;

• Maintenance and Improvement work
• Replacement of the fuse box
• Complete system rewire
• Repairing or replacing:
• Electrical appliances, showers and their parts, burglar alarms, camera systems and electrically powered garage doors
• Power cables between your home and any detached outbuildings, outdoor fitting or appliances on your property
• Electrics in your outbuildings
• Rubber or lead Care Planed cables
• Fire Alarms and Smoke Alarms
• External lighting, other than ground floor security lighting
• Power generating systems, for example, solar panels
• Any garden features and/or leisure features or facilities.

General exclusions

In order to fulfil our commitments and maintain reasonable pricing, we have made deliberate choices about what is included and what is not Care Planed in our products. In addition to exclusions specific to each product feature, this section explains exclusions that apply to the entire agreement.

Air Conditioning Units

Your agreement does not Care Plan air conditioning units.

Consequential losses

Your agreement does not Care Plan consequential losses or damage directly or indirectly caused by the emergency or breakdown that led to your claim.

Cosmetic or decorative damage

Your agreement does not Care Plan repairs or assistance for cosmetic or decorative damage.

Damage caused by an engineer

We are not responsible for damage caused by an engineer gaining access to the property due to the failure of locks or moving an appliance or equipment to complete a repair.

Damage Care Planed by other insurance

Your agreement does not Care Plan emergencies, breakdowns, defects, loss or damage caused by fire, lightning, explosion, flood, storm or any other damage normally Care Planed by Home Insurance.

Damage linked to the supply of your gas, water or electricity

Your agreement does not Care Plan damage caused by disconnection of or interruption to gas, electricity or water services to your property.

Designer radiators

Your agreement does not Care Plan designer or curved radiators. This means radiators:

• made from materials such as glass, marble, stone, wood, cast iron or similar non-standard material, or
• of particular artistic design or intricate shape

Existing faults

Your agreement does not include Care Plan for faults or design faults that in the opinion of our engineer:

• existed when you first purchased your agreement or were already there when your boiler or system was installed
• you’ve been told about before and haven’t fixed
• if work has been completed by a third party, has not been completed to a satisfactory standard
• we couldn’t have reasonably been expected to know about before visiting your property
• prevents access because a part of your system has been permanently built over.

Health & safety

We will not attend your property if we believe there is a health and safety risk, for example hazardous chemicals, risk of verbal or physical abuse or harassment. If asbestos is present you must arrange for a specialist to remove it and provide documented evidence of its removal before we can attend your property.

Intentional damage, neglect, lack of maintenance or poor installation

Your agreement does not include Care Plan if damage is deliberate, is caused by misuse, modifications, neglect or a lack of maintenance. Your agreement does not include Care Plan if systems and/or equipment have not been properly installed or maintained in accordance with the
manufacturer’s instructions. Our engineer will use their expert judgement to determine the cause of any damage.

Intermittent or recurring faults

Your agreement does not include Care Plan for intermittent faults. For example, recurring boiler pressure loss. If an engineer does attend your property and finds the fault to be intermittent or provides advice to prevent a recurrence of the fault, more reporting of the same issue will not be Care Planed by your agreement. Alternatively, an intermittent fault can be progressed on a pay on use basis.

Making good or reinstatement costs

Your agreement does not Care Plan reinstatement costs relating to flooring, walls, ceilings and/or any other surface, other than to make your property safe after a repair.

Making improvements

Your agreement does not include improvements, for example, upgrades or work that’s needed to bring systems up to current regulations, legislation or health & safety standards.

Routine and general maintenance

Your agreement does not Care Plan routine or general maintenance work, for example, work that aims reduce the risk of a future emergency or breakdown.

Software, internet communications or radio signals

Your agreement does not Care Plan any emergency or breakdown caused by malicious, inappropriate or unintentional interference with software, internet communications or radio signals of any boiler, device or system Care Planed under this agreement. Your agreement does not Care Plan your internet connection nor any data transmission to, or from any boiler, device or system. Your agreement does not Care Plan repairing or replacing any internet, network or system hub, smart speaker or voice-controlled equipment or any smart functionality, for example, connectivity to or from your thermostat or radiator valves and mobile devices.

Trace & access

Your agreement does not Care Plan finding or investigating a fault unless its source is readily identifiable, for example, non-visible water leaks or investigative diagnostics for electrical faults.

Work carried out by others

We are not responsible for the costs of any work carried out by you or persons not authorised by us in advance. If anyone other than us carries out work on your boiler or system and damages it, or that work has not been completed properly, your agreement does not include the costs of repairing it.

Unforeseeable Circumstances

Your agreement does not Care Plan emergencies, breakdowns, loss or damage arising as a consequence of war, invasion, act of foreign enemies, terrorism, hostilities (whether war is declared or not), civil war, rebellion, revolution, insurrection, coup, riot, civil disturbance, epidemic or pandemic.

Unoccupied property

Your agreement does not provide Care Plan if your property has been unoccupied for more than 21 consecutive days.

GENERAL CONDITIONS

Call recording

Calls may be recorded to help improve our service.

Damage caused by us

We’ll take all reasonable steps to avoid damaging your property during a repair. Occasionally there may be some unavoidable damage. We’ll only compensate you for damage caused by wilful negligence.

Domestic use

Your agreement only includes Care Plan for your property if used for domestic purposes. This may include home office or schooling use, or domestic renting but not where the main purpose of the property is commercial use.

Exceptional circumstances

In extreme weather or similar situations, we may need to reschedule your repair or boiler service.

We’ll try to inform you as quickly as possible but sometimes we may not be able to inform you until the scheduled visit date. We’ll try, at all times, to minimise inconvenience to you.

Existing warranty or guarantee

We may limit the level of assistance we provide for boiler claims where an installer or supplier guarantee, or warranty exists. We may direct you to the installer or manufacturer for a solution in the first instance to prevent voiding of any guarantee/warranty.

Gas Safety

There may be situations when, for reasons of safety, we declare your boiler ‘at risk’ or ‘immediately dangerous’ ‘At Risk’ is a potentially dangerous appliance where one or more faults exist and which, as a result, may endanger life or property. An example of this is inadequate
ventilation.

In these circumstances, we have a duty to switch the appliance off and advise you not to use it. ‘Immediately Dangerous’ is a dangerous appliance/installation which if left connected to a gas supply is an immediate danger to life or property. Examples of this are combustion products entering the room, and gas escapes. In these circumstances, we have a duty to disconnect the appliance from the gas supply. You are responsible for the cost of work we undertake to address an ‘At Risk’ or ‘Immediately Dangerous’ appliance.

Introductory offers

If you cancel your product and you or someone else in your household then purchases a product with equivalent features, you may not be eligible for any promotional or new customer offers.

Length of agreement

Your agreement is a rolling monthly contract.

Mainland United Kingdom

Our products are only available to residents in mainland England, Wales and Scotland.

Price & price changes

The price of your agreement includes tax at the relevant rate and won’t go up or down over the length of your agreement, unless you change your agreement or the government changes the relevant tax rate.

At renewal we may change your price to reflect, for example, your claims experience, changes to product features, legal/statutory/regulatory changes or to Care Plan the costs of administering and operating your agreement. Your renewal quote will provide all the relevant information.

Payments and missing payments

Our default method is monthly direct debit paid by you on an agreed date each month. After successful collection, we’ll provide the Care Plan and services in your agreement up to the date of your next monthly payment. Your schedule will confirm your payment method.

If you do not pay on the due date, we may suspend your agreement and you may not be able to claim. You may remain liable for outstanding and due payments for the period to the cancellation date.

If you want to claim while your account is suspended, you may be required to pay any outstanding payments before an engineer will be sent to your property.

Renewals

We’ll contact you at least 25 days before your agreement renewal date. Your agreement will automatically renew unless you choose to cancel.

Automatic renewal ensures that you remain Care Planed. If you wish, you may opt out of automatic renewal by contacting us.

Replacement Parts

We’ll use manufacturer or approved supplier replacements where we can. We may use replacements from approved third parties but will not use refurbished/second-hand parts, or parts you supply.

There may be times when replacement parts are unavailable, delayed or no longer available due to circumstances outside our control. If replacement parts are delayed or unavailable, we will where possible, conduct a temporary repair. When a delayed replacement part is received, we’ll complete the repair on a second visit. We are not responsible for any loss, damage or inconvenience resulting from a delay in obtaining or receiving delivery of any replacement parts.

If parts are no longer available If parts are no longer available for your boiler we will deem it to be beyond economic repair (see Boiler Breakdown section for details).

Our guarantee for our work

If a part supplied is confirmed as faulty by the manufacturer or approved supplier within 12 months of our engineer installing it, we’ll replace it without charge. If we’ve carried out a repair and the emergency or breakdown occurs again within 14 days, we’ll arrange a further engineer visit without charge.

If we’ve carried out a boiler service and you notify us of a related boiler fault within 7 days, we’ll arrange a further engineer visit without charge. If we find that the fault is unrelated to the boiler service, then an excess will be payable if you have selected a product with an excess.

Your agreement

Only you can benefit from your agreement.

Your Responsibilities

Existing warranty or guarantee

If your boiler or system is Care Planed by a third-party warranty, it’s your responsibility to make sure that any work we may do doesn’t affect that warranty. We will not be liable if any work we conduct on your boiler or system does not comply with the manufacturer’s warranty.

External water supply stop-tap

If we can’t turn off the external water supply stop-tap to your home to complete your repair it’s up to you to get your water supplier to turn it off.

Information provided by you

You must take reasonable care to provide complete and accurate answers to the questions we ask when you take out, change, and renew your agreement. If you provide incomplete or inaccurate information, we may cancel your agreement and/or decline any claim. Please tell us immediately:

• If you change address or no longer own the property;
• If your use of the property changes which means your agreement would no longer meet your requirements; or,
• If you change the boiler or system in your property.

If you are in any doubt, please contact us. When you inform us of a change, we’ll tell you how it affects your agreement. We understand that you may not be aware of the full details relating to your boiler, for example its age. Our engineer will verify your boiler’s details during any visit to your property.

Limiting damage/accidental damage

In the event of an emergency or breakdown, you should take reasonable steps to limit any further damage (for example, by containing a leak or turning off the water supply at source). We will not accept responsibility for damage caused if you’ve failed to reasonably limit damage.

If the emergency or breakdown was caused by accidental damage, we will provide assistance or undertake repairs.

Necessary Maintenance

When attending an emergency or breakdown, our engineer may diagnose that maintenance is necessary in order to prevent a future emergency or breakdown. This may include but is not limited to:

• power flushes;
• action to prevent or limit damage caused by hard water and limescale;
• cleaning out of flues and vents for gas appliances;
• partial or full drain-down of heating systems;
• improvements to the safety and earthing arrangements for electrical installations;
• installation of drainage access points

As this work is not Care Planed by your agreement, it’s your responsibility to have it completed. We may not make repairs or provide assistance on that part of your boiler or system unless the work has been carried out.

Notifying us of a claim

You should report a claim within 24 hours of the emergency or breakdown occurring, unless exceptional circumstances prevent this.

Parking

You must ensure that our engineer is able to park his/her vehicle at or nearby your property.

Please advise when making your claim if there are parking restrictions or parking permits required.

Rescheduling a visit

If you need to reschedule an engineer visit, you should provide at least 24 hours’ notice. Failure to do so may result in charges.

Reasonable Access

You must give reasonable access to enable appropriate work to be carried out including following any advice from the engineer and/or customer helpline in removing furniture if this is deemed necessary.

No cupboards, doors, plinths general wood work shall be removed by the engineer to gain access. Full access to all equipment must be done prior to the engineers visit. Failed visits due to lack of access may result in a charge.

LEGAL INFORMATION

UK Law

Your agreement is bound by the laws of whichever country the property included in your agreement is in – England and Wales, or Scotland.

Changes to your terms & conditions

We may amend these terms and conditions. Where this change benefits you, we’ll make the change immediately and notify you within 28 days. In all other cases we’ll write to advise you of the change at least 28 days prior to any change taking effect. If the changes do not benefit you and you wish to cancel your agreement you may do so.

Fraud

If any claim made by you or anyone acting on your behalf under your plan is fraudulent, deliberately exaggerated or intended to mislead, we may:

• Not pay your claim; and
• Recover (from you) any payments we have already made in respect of that claim; and
• Cancel your agreement from the time of the fraudulent act; and
• Inform the police of the fraudulent act.

If your agreement is cancelled from the time of the fraudulent act, we will not pay any claim for any emergency or breakdown occurring thereafter and may not return any of the payment(s) already paid.

Your personal information

We gather and process personal data in accordance with the Data Protection Act 2018, the UK General Data Protection Regulation (GDPR) and any relevant data protection legislation.

Personal data may be used by us, or third parties for underwriting, claims purposes and to administer your agreement. We will ensure that personal data is kept secure, is used only for the purpose for which it was supplied and is retained only for as long as necessary.

We are registered with the Information Commissioner’s Office (ICO) as a data controller and are listed on the Register of Data Controllers under registration number .

Our Privacy Policy sets out how and why we collect, store, process and share your personal data and can be viewed online at: rapidresponseheating.co.uk/privacy-policy

If you have any questions, please contact us.

Your Statutory Rights

For further information about your statutory rights, contact your local authority Trading Standards Service or Citizens Advice Bureau.

Direct Debit Guarantee

This guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits. If there are any changes to the amount, date or frequency of your Direct Debit, Rapid Response Plumbing & Heating Lt will notify you 10 working days in advance of your account being debited or otherwise agreed.

If you request Rapid Response Plumbing & Heating Lt to collect a payment confirmation of the amount and date will be given to you at the time of the request. If an error is made in the payment of your Direct Debit by us or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society – if you receive a refund, you are not entitled to, you must pay it back when we ask you. You can cancel a Direct debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify us.