Only you or your authorised representative 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. Any claims made in the first 14 days are not covered by your agreement but can be handled as pay on use. Please contact us for details.

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 and your agreement will be cancelled the day before your next instalment payment would have been due. 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 must pay any remaining premiums due for the term of 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.

If your boiler is deemed beyond economic repair you may be entitled to a contribution to a boiler replacement from EazyHeat, a specialist in boiler supply & installation, according to the terms of your agreement. Your replacement boiler may come with its own warranty. If your agreement included non-boiler product features (central heating, plumbing and drainage etc) we will transfer these features to a product which maintains your level of cover and will amend your premiums from the date of your boiler replacement. This may include a refund of premiums depending on your payment terms. If your agreement was for boiler breakdown and/or boiler service only then we’ll cancel your agreement. If parts are no longer available If parts are no longer available for your boiler (see Replacement Parts section), we will deem it to be beyond economic repair and offer a replacement according to the terms of your agreement.

It’s our intention to give you the best possible service but if you have any questions or concerns about your agreement or the handling of a claim, you can contact us by post, e-mail or by telephone.

What we can cover 

 

Repairs or assistance in an emergency following the breakdown of your boiler which results in a major loss of heating and/or hot water or an uncontrollable water leak, unless your boiler is beyond economic repair. 

 

If we’ve assessed that your boiler is beyond economic repair we will provide you with a contribution to a new boiler from EazyHeat, either through a discount or cashback. Your replacement, if you choose to accept it, will be provided and installed by our partner company EazyHeat Ltd. It may not be the same make or model or fitted in the same place. We will refund your excess in the event of a boiler replacement. 

 

What we aren’t able to cover 

 

Damage caused by limescale, sludge or debris Repairing or replacing: - Your boiler’s flue - Your gas supply pipe - Any non-natural gas appliances - Any underground pipes The following boilers or boiler types: - Potterton Powermax - Thermal Store systems - Boilers that contain storage vessels - Warm air units - Keston boilers manufactured before July 2019 - ATAG - Dual-purpose boilers such as AGA & Rayburn - Combined heat and power systems 

What we can cover 

Repairs or assistance in an emergency following the breakdown of your central heating system resulting in an uncontrollable leak or a major loss of heating and/or hot water in your home. If we’re not able to restore your central heating we will provide portable heaters..

 

What we aren’t able to cover 

 

The removal of limescale, sludge or debris Repairing or replacing: - Accessories to the central heating system inclusive of booster pumps, thermostats, timers, associated controls and filters. - Electric heating, such as storage heaters, panel heaters and fan convector heating - Solid Fuel Heating Systems - Underfloor heating - Warm air units - Electrical elements in radiators. - Elson tanks - Combined heat and power systems - Ground, air and water source heat pump systems A drain down of the central heating system, whether full or partial. Replacing water tanks, cylinders, and/or central heating radiator(s). 

 

If you think you have a gas leak you MUST immediately call the National Gas Emergency Service on 0800 111 999. 

 

The National Gas Emergency Service will attend your property and isolate the leak.