Terms & Conditions

1. Our Commitment to you

The Devon Heating Home Cover Plan is designed to provide householders with protection and peace of mind in the event of a breakdown of their central heating system and/or boiler. This plan is intended to complement your household insurance policy and may include services not otherwise covered by insurance.

We aim to provide a safe, professional and high-quality service to maintain and repair the equipment included under your chosen plan. If you have any questions or concerns about your cover, please contact us on 01392 796699.

2. Home Cover Agreements & Terms

By purchasing a Devon Heating Home Cover Plan, you are entering into a 12‑month agreement (the Term).

• Cover will commence 28 days after the date of acceptance and payment.
• The agreement will automatically renew annually unless cancelled in accordance with Section 12 (Cancellation).
• Services and benefits are provided during the Term and within our geographical service area.

Your agreement is based on the type of home cover you choose. (Please also see our exclusions section).

3. Paying for Your Home Cover Plan

You may pay annually in full or via monthly payments. The plan always runs for 12 months, regardless of payment method.

Annual Boiler Service

• Annual payers can book their service anytime during the 12-month plan year.
• Monthly payers must complete 12 monthly payments before booking the service.
• The service must be taken within the plan year. Services cannot be carried over, exchanged, or refunded if not used.
• We may send reminders, but it is your responsibility to book the service.

Call-Outs and Repairs (Monthly Payments)

• Emergency call-outs will be attended.
• Repairs, parts, or labour may be chargeable if your payments so far do not cover the cost.
• Charges will always be explained before work proceeds.

Cancelling and Refunds

• No refund is available once the annual boiler service has been completed.
• Unbooked services do not qualify for a refund.
• Minimum charge of £70 applies if any work or inspection has been carried out.
• Refunds (if applicable) are based on services already provided, not months remaining.

At the end of the initial Term, your agreement will automatically renew for a further 12 months unless you notify us of cancellation at least 28 days before the renewal date.

4. Home Cover Options

Your agreement is based on the Home Cover Plan selected:

Service Plan

• One annual boiler service for a single gas, LPG or oil boiler.

Service Plus Plan

• One annual boiler service (gas, LPG or oil combination boilers only)
• Up to 3 emergency call‑outs per 12‑month period
• Repairs to boiler, controls, system pipework, radiators and valves

System Plan

• One annual boiler service for gas, LPG or oil regular boilers with hot water cylinders
• Up to 3 emergency call‑outs per 12‑month period
• Repairs to boiler, controls, system pipework, radiators, valves, pumps, programmers, thermostats and hot water cylinders

(Full inclusions and exclusions apply – see Sections 5–7.)

Optional Extras

• Landlords Gas Safety Certificate (CP12)
• Gas fire safety checks

5. Annual Boiler Service – Important Information

• Each plan includes one service per Term.
• Customers are responsible for booking the service.
• Service reminders may be sent as a courtesy.
• Failure to book does not entitle you to refunds or carry-over.
• Once the service is completed, the service element is considered used.

6. Emergency Call‑Outs and Repairs

• Maximum of 3 call-outs per Term for Service Plus and System Plans.
• Attendance within 24 hours is a target only.
• Repairs are subject to parts availability and economic viability.
• Boilers deemed beyond economical repair: £280 discount against a new boiler (if over 5 years old).

7. What Is Not Included

Exclusions include, but are not limited to:

• Flues and terminals
• System contamination or power flushing
• Decorative or non-standard radiators
• Underfloor heating components
• Smart/Wi-Fi controls
• Resetting thermostats or replacing batteries

Full exclusions are available on request.

8. Alterations, Existing Faults, and Design Issues

• Cover applies only to the system inspected at the start of the agreement.
• Any modifications or replacements not carried out by Devon Heating Services Ltd must be notified in writing within 14 days.
• Failure to notify may render the agreement void.

9. Access to Property

• Safe, clear access must be provided at the agreed appointment time.
• Dogs or other pets must be secured safely away from the work area.
• If an engineer attends and cannot gain access due to issues not previously reported, an aborted visit fee of £70 applies.
• Repeated access issues may result in cancellation of your Home Cover Plan.

10. Cancellation by You

• You may cancel at any time.
• Refunds are subject to Section 3 (Paying for Your Home Cover Plan).

No refund if:

• Annual service already completed
• Any inspection, call-out, or repair performed
• Gas Safety Certificate (CP12) issued
• Minimum charge of £70 applies

11. Cancellation by Us

We may cancel your agreement with 14 days’ written notice if:

• Payments are missed
• False information provided
• Parts are unavailable
• Health & safety concerns arise
• Appliance becomes ineligible

Refunds (if applicable) are pro-rata at Directors’ discretion, subject to £70 minimum charge if work has been carried out.

12. Landlord Gas Safety Certificates (CP12)

• No refund is provided if the plan is cancelled after the certificate has been issued.

13. Data Protection

• Customer information is held securely and not shared without consent.

14. Governing Law

• These Terms are governed by English Law and subject to the exclusive jurisdiction of English courts

15. Complaints

If you are unhappy with our service, please contact:

📞 01392 796699
📧 info@devonheating.co.uk
📍 Unit 6, Philip House, Honiton Road, Exeter, EX1 3RU

We will investigate promptly and keep you informed throughout.

16. Guarantees & Warranties

• Manufacturer warranties apply, subject to annual servicing by a Gas Safe engineer.
• Extended warranties from Devon Heating Services Ltd require an active Service Plus Plan for the duration of the warranty.