Annual boiler service and plumbing package — Terms and Conditions
Annual boiler service and plumbing package — Terms and Conditions
Parties
Best Choice Plumbing Limited (“we”, “us”, or “our”), a company registered in England and Wales under company number 16676940.
and
You (“you”, “your”, or the “Subscriber”), the customer who has subscribed to the Annual boiler service and plumbing package.
1. About these Terms
1.1 Who we are
These Terms and Conditions (“Terms”) are between you, the customer (“you” or “Subscriber”), and Best Choice Plumbing Limited, a company registered in England and Wales under company number 16676940 (“we”, “us”, or “Best Choice Plumbing”).
1.2 What these Terms cover
These Terms govern your subscription to the Best Choice Plumbing Annual boiler service and plumbing package (the “Plan”), an annual or monthly subscription providing scheduled boiler servicing, unlimited callouts, emergency response, a Landlord’s Gas Safety Certificate where applicable, and a 10% discount on labour costs for additional work.
1.3 When they apply
These Terms apply from the moment you complete the online sign-up flow — specifically, when you tick the box confirming you have read and accept these Terms, and proceed to set up your Direct Debit through GoCardless. They continue to apply for the duration of your Plan.
1.4 Definitions
For the purposes of these Terms:
- “Plan” means the Best Choice Plumbing Annual boiler service and plumbing package.
- “Property” means the residential address registered with us as the location at which the Plan applies.
- “Boiler” means the domestic central heating boiler at the Property.
- “Engineer” means a Gas Safe registered engineer employed by or working on behalf of Best Choice Plumbing.
- “Service Visit” means the annual boiler service included in the Plan.
- “Callout” means an unscheduled visit to address a heating or plumbing concern at the Property.
- “Direct Debit” means the recurring payment authorisation set up via GoCardless.
2. The Annual boiler service and plumbing package
2.1 What’s included
The Plan includes, for the duration of your subscription:
(a) One annual boiler Service Visit each year, carried out by a Gas Safe registered Engineer.
(b) Unlimited Callouts for boiler and routine plumbing issues at the Property.
(c) Emergency response, with a 24-hour callback promise (see clause 7).
(d) For Subscribers who are domestic landlords letting the Property, the annual Landlord’s Gas Safety Certificate (the Landlord’s Gas Safety Record, commonly known as CP12), issued at the time of the annual Service Visit.
(e) A 10% discount on labour charges for additional work outside the scope of the Plan (parts excluded), as set out in clause 9.
2.2 What’s NOT included
The following are expressly excluded from the Plan:
(a) The cost of replacement parts, components, or materials.
(b) Complete boiler replacement (subject to a separate quotation).
(c) Pre-existing faults identified at the first Service Visit (see clause 3.4).
(d) Damage caused by misuse, accidental damage, freezing, water ingress, or third-party interference.
(e) Any work on heating or plumbing systems other than the Boiler and immediately connected pipework.
(f) Work on the gas supply, mains water supply, or other utilities (the responsibility of the relevant utility provider).
(g) Cosmetic or superficial issues that do not affect function.
(h) Any Property outside the coverage area (see clause 2.5).
(i) Use of the Property for commercial purposes.
2.3 Plan variants
The Plan is available as:
(a) Annual Plan — £160.00 per year, inc. VAT, paid annually by Direct Debit.
(b) Instalment Plan — £16 per month, inc. VAT, paid monthly by Direct Debit, subject to a 12-month minimum term.
The Annual Plan represents a saving of £32 against the equivalent monthly cost (equivalent to 12 months for the price of 10).
2.4 Eligibility
To be eligible to subscribe to the Plan:
(a) The Property must be a domestic property and must not be used for commercial purposes.
(b) The Property must be within 20 miles of Swansea city centre, measured from coordinates 51.6214° N, 3.9436° W.
(c) The Boiler must be in working order at the time of subscription, or capable of being restored to working order by routine maintenance at the first Service Visit (see clause 3.4).
(d) You must be the homeowner, a tenant with appropriate permission, or the landlord with authority to permit access.
2.5 Coverage area
The Plan is available only in respect of Properties within 20 miles of Swansea city centre. Subscribers outside this area may, at our discretion, be referred to a trusted local engineer or quoted separately for one-off visits.
3. Pricing and Payment
3.1 Current prices
All prices are inclusive of VAT at the prevailing rate. The current prices are:
(a) Annual Plan: £160.00 per year.
(b) Instalment Plan: £16 per month.
3.2 How you pay
Payment is taken by Direct Debit, set up through GoCardless Limited, a payment service provider authorised and regulated by the Financial Conduct Authority. By proceeding through the GoCardless sign-up flow, you authorise us to collect Direct Debit payments from your nominated bank account in accordance with the Direct Debit Guarantee.
3.3 First payment
The first Direct Debit will be collected within 5 to 10 business days of your sign-up. Your Plan begins on the date your first Direct Debit is successfully collected (the “Start Date”).
3.4 First Service Visit and pre-existing faults
Within 30 days of the Start Date, we will schedule the first Service Visit. This visit serves two purposes: (i) to provide the standard annual boiler service, and (ii) to assess the condition of the Boiler. Where pre-existing faults are identified, we will provide you with a separate quotation for any work required to bring the Boiler into a condition suitable for ongoing cover. Until any such work is complete, callouts in respect of those pre-existing faults are not covered.
3.5 Direct Debit Guarantee
All Direct Debits collected under your Plan are protected by the standard Direct Debit Guarantee. If an error is made by us, or by your bank or building society, you are entitled to a full and immediate refund from your bank.
3.6 Failed payments
If a Direct Debit is returned unpaid, we will attempt to collect again within 7 days. If a payment fails for two consecutive attempts, we may suspend the Plan until the outstanding balance is cleared. Repeated failed payments may result in termination under clause 5.5.
4. Term and Renewal
4.1 Annual Plan term
The Annual Plan runs for an initial term of 12 months from the Start Date. It auto-renews for further successive 12-month terms unless cancelled in accordance with clause 5.
4.2 Instalment Plan term
The Instalment Plan runs for an initial minimum term of 12 months from the Start Date. After the initial 12 months, the Plan continues on a rolling month-to-month basis and may be cancelled in accordance with clause 5.
4.3 Renewal notification
For the Annual Plan, we will send you a renewal reminder by email at least 30 days before the end of each term. The reminder will confirm the renewal date, the renewal price, and how to cancel if you do not wish to renew.
4.4 Pricing changes
We may change the price of the Plan from time to time. Any price change will not take effect until your next renewal (for the Annual Plan) or with at least 30 days’ written notice (for the Instalment Plan, after the initial 12-month term). If you do not accept a price change, you may cancel without further charge before the change takes effect.
5. Cancellation and Refunds
5.1 Statutory cooling-off period
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a statutory right to cancel within 14 days of the Start Date (the “Cooling-Off Period”), without giving any reason.
To exercise this right, contact us by email at dan@bestchoiceplumbing.co.uk, or by telephone on 01792 677 451, before the end of the Cooling-Off Period. You may also use the model cancellation form set out at the end of these Terms.
5.2 Refunds during the Cooling-Off Period
If you cancel within the Cooling-Off Period:
(a) and no Service Visit or chargeable work has yet been carried out, you will receive a full refund of any amounts paid;
(b) and a Service Visit or other work has been carried out at your request before cancellation, you will be charged a pro-rated amount reflecting that work, deducted from any refund.
5.3 Cancellation after the Cooling-Off Period (Annual Plan)
Once the Cooling-Off Period has expired, the Annual Plan continues until the end of the current 12-month term. You may not cancel mid-term and obtain a refund for unused months, except where we are in material breach of these Terms.
5.4 Cancellation after the Cooling-Off Period (Instalment Plan)
Once the initial 12-month minimum term has been completed, you may cancel the Instalment Plan with one month’s notice. Before the end of the initial 12 months, you may not cancel except where we are in material breach of these Terms.
5.5 Our right to terminate
We may terminate the Plan with immediate effect if:
(a) you fail to keep Direct Debit payments current despite our reasonable attempts to remedy;
(b) you have provided false or misleading information at sign-up;
(c) you act abusively or threateningly towards our Engineers or staff;
(d) you use the Plan for a property or use case that does not qualify under clause 2.4.
5.6 Effect of cancellation
On cancellation:
(a) any unused part of an annual payment is non-refundable (subject to the Cooling-Off Period rights set out above);
(b) any Referral Credit not yet applied (see clause 10) is forfeited;
(c) Direct Debit authority is cancelled at our end.
6. Annual Service Visit
6.1 Booking
We will offer dates for the annual Service Visit by email or telephone. You are responsible for confirming a date within a reasonable timeframe.
6.2 Subscriber obligations
You must:
(a) Be present at the Property (or arrange an adult representative) during the Service Visit.
(b) Provide reasonable access to the Boiler, including any required parking access.
(c) Notify us in advance of any access issues, pets, or specific safety considerations.
6.3 Failure to allow access
If you fail to allow access for the annual Service Visit despite at least three reasonable offered appointment dates, the annual service obligation for that year is treated as discharged. We will not extend the Plan term or provide a refund as a result.
6.4 Engineer Gas Safe registration
All gas work is carried out by Gas Safe registered Engineers. Engineer details and Gas Safe registration numbers will be made available on request.
6.5 Workmanship guarantee
We provide a 12-month workmanship guarantee on any work carried out under the Plan. The guarantee covers defects in the workmanship of the work performed; it does not cover wear and tear, third-party damage, or issues arising from misuse.
7. Callouts and Emergency Response
7.1 Definition of an Emergency
An “Emergency” is a situation involving the total loss of heating during cold weather, the total loss of hot water in winter months, a significant water leak, or a suspected gas leak.
7.2 24-hour callback promise
We aim to respond to all enquiries within 24 hours, 365 days a year. For Emergencies, we aim to attend the Property as soon as reasonably practicable, prioritising the urgency of the situation.
7.3 Non-emergency Callouts
For non-emergency Callouts, we will offer the earliest reasonable appointment, typically within 3 to 5 business days.
7.4 Limitations
Our response times may be longer during periods of exceptional demand (typically a cold snap between November and February) or where access to the Property is restricted by weather, road closure, or similar circumstances beyond our reasonable control.
7.5 Out-of-scope Callouts
If, on attendance, a Callout is found to be out of the scope of the Plan (for example, relating to an excluded matter under clause 2.2), we will inform you before any chargeable work begins, and provide a separate quotation. The 10% labour discount under clause 9 will apply to any chargeable work performed.
8. Landlord-Specific Provisions
8.1 Eligibility
The Plan is available to landlords letting a single domestic property or a small portfolio of domestic properties within our coverage area. Each Property requires its own subscription.
8.2 Landlord’s Gas Safety Certificate (CP12)
At each annual Service Visit, we will issue the Landlord’s Gas Safety Certificate (the Landlord’s Gas Safety Record, commonly known as CP12), satisfying the requirements of the Gas Safety (Installation and Use) Regulations 1998.
8.3 Tenant access
You are responsible for arranging tenant access to the Property for Service Visits and Callouts. If access cannot be arranged within a reasonable timeframe, clauses 6.3 and 7.4 apply.
8.4 Compliance
The CP12 issued is valid for 12 months from the date of the Service Visit. You are responsible for providing the CP12 to your tenants within 28 days of issue, as required by law.
9. 10% Off Labour Discount
9.1 What’s discounted
While your Plan is active, you receive a 10% discount on the labour element of any chargeable work we carry out at the Property that falls outside the scope of the Plan.
9.2 What’s not discounted
The discount does not apply to:
(a) the cost of parts, components, or materials;
(b) Callouts already covered by the Plan;
(c) work outside the Property to which the Plan applies.
9.3 Subject to ongoing subscription
The discount is contingent on a current, paid-up Plan. If your Plan is suspended due to failed payments or is terminated, the discount no longer applies.
10. Referral Scheme
10.1 How it works
For each successful referral of a new Subscriber, you will receive a £20 credit that can be redeemed against future chargeable plumbing or heating work we carry out for you at the Property (“Referral Credit”). Referral Credit cannot be applied to your Plan subscription payments.
10.2 What counts as a “successful” referral
A referral is “successful” when each of the following is satisfied:
(a) You have submitted the referred contact’s details through our online referral form (either on the Welcome page or at /refer/) with the referred contact’s prior consent.
(b) The referred contact subsequently subscribes to the Plan (Annual or Monthly).
(c) The referred contact’s first Direct Debit payment is collected successfully.
(d) The referred contact remains subscribed for at least 30 days from their Start Date.
10.3 How Referral Credit is redeemed
Referral Credit is redeemed when you tell us at the time of booking chargeable plumbing or heating work that you wish to use it; the credit will then be applied to the invoice for that job. Where multiple Referral Credits are available on your account, they will be applied in the order in which they were earned (oldest first). Each Referral Credit expires 24 months after the date on which eligibility under clause 10.2 is confirmed; any Referral Credit not redeemed before its expiry date is forfeited. Referral Credit cannot be applied retrospectively to work already carried out.
10.4 No cash redemption
Referral Credit is non-transferable, non-refundable, and cannot be redeemed for cash or applied to Plan subscription payments. Unused Referral Credit at the time of Plan cancellation is forfeited (see clause 5.6(b)).
10.5 No cap
There is no maximum number of successful referrals you can make.
10.6 Consent requirement
You must obtain the referred contact’s consent before submitting their details. By submitting a referral, you confirm that you have done so. We may withdraw the Referral Credit if it transpires the referred contact’s consent was not properly obtained.
10.7 Subscriber’s own referrals
You may not refer yourself, members of your immediate household, or other Properties at which you already subscribe to the Plan.
11. Use of Your Personal Data
11.1 Data we collect
We collect personal data necessary for the operation of the Plan, including:
(a) your name, address, email, and telephone number;
(b) boiler condition information you provide at sign-up;
(c) payment information collected by GoCardless (we do not hold your bank details directly);
(d) for landlords, tenant access details where required.
11.2 How we use it
We use your personal data:
(a) to deliver the Plan (booking Service Visits, scheduling Callouts, issuing CP12s);
(b) to communicate about your Plan (renewals, service appointments, billing);
(c) where you have opted in, to send you marketing communications.
11.3 Marketing communications
Marketing communications are sent only with your opt-in consent. You may withdraw consent at any time by clicking “unsubscribe” in any marketing email, or by contacting us.
11.4 Third-party processors
The following third parties process data on our behalf:
(a) GoCardless Limited — Direct Debit collection;
(b) ivy.mayhem GmbH (Deftform), Germany — secure form submission delivery and storage;
(c) Google LLC — spreadsheet record-keeping of customer interactions.
11.5 Privacy Notice
Our full Privacy Notice, including your rights under UK GDPR (the right to access, rectify, erase, restrict, port your data, and object), is available at bestchoiceplumbing.co.uk/privacy (to be confirmed). By accepting these Terms, you confirm you have read or had the opportunity to read our Privacy Notice.
12. Liability
12.1 General
We will perform our obligations under the Plan with reasonable care and skill, in accordance with Section 49 of the Consumer Rights Act 2015.
12.2 What we are NOT liable for
Subject to clause 12.3, we are not liable for:
(a) loss of profit, loss of business, business interruption, or loss of business opportunity;
(b) indirect or consequential loss;
(c) damage caused by your failure to allow access, or to comply with your obligations under these Terms;
(d) defects in the Boiler that existed before the Start Date and that you did not disclose at sign-up;
(e) loss resulting from circumstances beyond our reasonable control, including (without limitation) severe weather, strike, war, pandemic, or government action.
12.3 What we ARE liable for
Nothing in these Terms limits or excludes our liability for:
(a) death or personal injury caused by our negligence;
(b) fraud or fraudulent misrepresentation;
(c) any other liability that cannot be limited or excluded by law.
12.4 Limit of liability
Subject to clause 12.3, our total liability to you in connection with the Plan, whether arising in contract, tort, or otherwise, is limited to the total amount you have paid us in the 12 months immediately preceding the event giving rise to the liability.
13. Changes to These Terms
13.1 Our right to change
We may change these Terms from time to time, for example to reflect changes in law, regulation, or how the Plan operates.
13.2 Notice
We will give you at least 30 days’ notice of any material change by email, and the updated Terms will be published on our website with a new version number and effective date.
13.3 Your options
If you do not accept a change, you may cancel the Plan without further charge before the change takes effect. Continued use of the Plan after the change takes effect is deemed acceptance of the updated Terms.
13.4 Version history
A record of these Terms, including previous versions, is kept and is available on request. The version of these Terms that applies to you is the one in force at the time of your most recent acceptance.
14. Complaints
14.1 How to raise a complaint
If you have a complaint, please contact us in the first instance by email at dan@bestchoiceplumbing.co.uk, or by telephone on 01792 677 451.
14.2 Acknowledgment and response
We will acknowledge your complaint within 3 business days and aim to provide a full response within 14 days. Where a longer investigation is required, we will keep you informed of progress.
14.3 Escalation
If you are not satisfied with our response, you may refer the matter to:
(a) for gas-related concerns: Gas Safe Register;
(b) for general consumer disputes: Citizens Advice;
(c) for Direct Debit issues: your bank, under the Direct Debit Guarantee.
15. Governing Law
These Terms, and any dispute or claim arising out of or in connection with the Plan, are governed by the laws of England and Wales and subject to the exclusive jurisdiction of the courts of England and Wales.
16. Contact Details
Best Choice Plumbing Limited
model cancellation form set out at the end of these Terms — Model Cancellation Form
Complete and return this form only if you wish to cancel your subscription within the 14-day Cooling-Off Period (see clause 5.1).
To: Best Choice Plumbing Limited
8 Station Road, Llanelli, Carmarthenshire, Wales, SA15 1AL
Email: dan@bestchoiceplumbing.co.uk
I hereby give notice that I cancel my Annual boiler service and plumbing package subscription.
Subscriber name: ____________________________________________
Property address: ____________________________________________
Email used at sign-up: _______________________________________
Plan ordered on (date): ______________________________________
Subscriber signature (if posting): ____________________________
Date: ___________________________________________________