Terms and Conditions
Welcome to SafeGuard HomeCare. We believe in affordable products, easy to understand language and great customer service.
These terms and conditions represent the legal agreement between you and us and are designed to be easy to read and understand.
Please spend some time reading through this document so you’ll know what’s included in your agreement and what you’re paying for.
All documents and communication with you will be in English.
Emergencies which could result in serious damage, injury or threat to life should be immediately advised to the public emergency services and/or your utilities (gas, electricity, water) supply company.
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.
Terms & Conditions in Detail
- COMMON QUESTIONS
- DEFINITIONS
- REPAIR/ASSISTANCE
- DISCUSS/CANCEL AGREEMENT
- BOILER SERVICE
- NOT COVERED
- GENERAL CONDITIONS
- YOUR RESPONSIBILITIES
Some providers of home insurance offer this as a feature. Check that you're not already covered by your home insurance policy, so you are not paying for cover you don't need.
Different providers describe similar products in different ways. We have 3 main categories which we are happy to explain the difference between.
Basic Cover is our value product as it covers the least amount of events which could happen. If you are looking for a product which covers breakdown of the boiler itself only, then this is the best option.
Plus Cover includes the breakdown of the boiler, but also includes an annual boiler service to keep your boiler running efficiently. It also covers the heating controls which most warranties don’t cover.
Premium Cover includes cover for both the boiler and the central heating system, including the radiators. This also includes the annual boiler service and Heating controls cover.
For full details of all our products, please see our terms and conditions.
If you or another household member does something, without meaning to, that causes an emergency situation.
Terms and conditions and your schedule.
Reasonable efforts to fix your boiler, system or restore facilities in an emergency by providing support remotely, for example, over the phone.
You may find that it is quickest and easiest to get in touch via email or chat function on our website. Or you can call us. Our lines are open 24|7. You should contact us within 24 hours of the emergency 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 covered by your agreement. Failure to notify us of the emergency within 24 hours may invalidate your claim or incur an additional payment. 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 possible, 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.
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.