Service Plans Terms & Conditions
These Terms and Conditions apply to both the Homeowner Boiler Service Plan, the Landlord Boiler Service & Gas Safety Plan, the Cylinder Service Bolt-On Plan and the Underfloor Heating Service Plan. TM Hughes & Son (“we”, “us”, “our”). Where specific terms apply only to landlords, this is clearly stated.
1. Agreement Term
1.1 This agreement is a fixed-term contract lasting 12 months from the date of the first successful payment.
1.2 The total contract value represents 12 monthly payments at the agreed rate.
1.3 After the initial 12-month term, the agreement will automatically renew for further 12-month periods unless cancelled in writing with at least 30 days’ notice prior to renewal.
2. Cooling-Off Period
2.1 If this agreement is entered into online, by telephone, or away from our business premises, you have the right to cancel within 14 days of the date of purchase.
2.2 If you request that the service is carried out during the 14-day cooling-off period, you agree that we may charge a proportionate amount for work completed should you later cancel within that period.
3. Nature of Agreement
3.1 This agreement provides annual servicing only.
3.2 It does not constitute repair cover, breakdown insurance, or an insurance policy of any kind.
3.3 No repairs, replacement parts, emergency call-outs, or breakdown services are included.
3.4 This plan is not a substitute for manufacturer warranty or insurance-based cover.
4. What the Plan Does Not Include
The plan does not include:
- Repairs
- Replacement parts
- Emergency attendance
- Breakdown cover
- System flushing or chemical treatments
- Floor lifting or invasive investigation
- Leak tracing within structures
- Repairs to pipework, radiators, valves, or controls
- Upgrades or system modifications
- Heat output or performance levels
- Any work beyond a standard annual service
Any additional work identified during servicing will be quoted separately.
5. Payments
5.1 Payment must be made by monthly Direct Debit via GoCardless or another agreed recurring payment method.
5.2 Payments must be made on time to maintain active cover.
5.3 If a payment fails, we reserve the right to suspend the agreement until the account is brought up to date.
5.4 If payment remains outstanding for more than 14 days, we may terminate the agreement and recover the remaining balance of the 12-month term.
5.5 Any outstanding balance must be paid within 14 days of written notice.
6. Direct Debit Cancellation
6.1 You may cancel your Direct Debit instruction at any time through your bank or via GoCardless.
6.2 Cancelling your Direct Debit does not automatically cancel this agreement.
6.3 If you cancel your Direct Debit before the end of the 12-month term, you remain liable for all payments due under this agreement.
6.4 Any unpaid balance for the remainder of the 12-month term will become immediately due and payable.
7. Early Cancellation by You
7.1 This agreement has a minimum term of 12 months.
7.2 If you cancel before the end of the 12-month term, the remaining balance for that term becomes immediately payable.
7.3 The outstanding balance must be paid within 14 days of cancellation.
8. What the Plan Includes – Homeowner Plan
8.1 One annual boiler service during each 12-month period.
8.2 Reminder notifications when your service is due.
8.3 Assistance in arranging a mutually convenient appointment.
9. What the Plan Includes – Landlord Plan
9.1 One annual boiler service.
9.2 One annual gas safety inspection.
9.3 Issue of a CP12 Gas Safety Certificate following successful inspection.
9.4 Cooker or gas hob.
9.5 Gas fire servicing is not included unless agreed separately in writing.
10. Cylinder Service Bolt-On
10.1 The Cylinder Service Bolt-On is an optional add-on available for an additional monthly fee.
10.2 This bolt-on provides one annual service of the domestic hot water cylinder during each 12-month agreement period.
10.3 This includes visual inspection and routine safety checks only.
10.4 This bolt-on does not include:
• Repairs
• Replacement parts
• Immersion heater replacement
• Expansion vessel replacement
• Pressure relief valve replacement
• Leak repairs
• Re-pressurisation works
• System cleaning
• Descaling
• Any remedial work
10.5 Any faults identified during servicing will be reported and quoted separately.
10.6 The cylinder must be in safe and serviceable condition at the start of the agreement.
10.7 Pre-existing faults, corrosion, sludge build-up, scale, or deterioration are not covered.
10.8 We reserve the right to decline servicing where the cylinder is unsafe, leaking, heavily corroded, or beyond economic repair.
10.9 The Cylinder Service Bolt-On provides servicing only and does not constitute repair cover, breakdown cover, or insurance.
10.10 It remains your responsibility to ensure the service is booked and completed within the agreement term.
10.11 Failure to arrange the service within the 12-month period does not entitle you to a refund, rollover of the service, or extension of the agreement.
11. Underfloor Heating Service Plan
11.1 The Underfloor Heating Service Plan is an optional add-on available for an additional monthly fee charged per manifold.
11.2 This plan provides one annual service of the underfloor heating system connected to each covered manifold during each 12-month agreement period.
11.3 The service includes inspection and operational checks of accessible system components only.
11.4 This may include inspection of:
• Manifolds and accessible pipework (wet systems)
• Actuators and zone valves
• Wiring centres and controls
• Circulation pumps (wet systems)
• Thermostats and control systems
• The boiler supplying the underfloor heating system
11.5 Where applicable, we may carry out:
• Flow and temperature checks
• Operational testing of pumps and valves
• Removal of trapped air within accessible components
• Visual pressure checks
11.6 Servicing is provided on a per manifold basis. Each manifold requires its own active plan.
11.7 This plan does not include:
• Repairs
• Replacement parts
• Floor lifting
• Invasive investigation
• Leak tracing within floor structures
• System alterations
• Circuit flushing
• Emergency breakdown cover
11.8 Any faults identified during servicing will be reported and quoted separately.
11.9 TM Hughes & Son accepts no responsibility for hidden pipework, in-floor components, or system sections that are not reasonably accessible without removal of flooring, decorative finishes, structural materials, or fixtures.
11.10 The system must be in safe and serviceable condition at the start of the agreement.
11.11 Pre-existing faults, poor installation, internal blockages, contamination, or deterioration are not covered.
11.12 We reserve the right to decline servicing where access is restricted, the system is unsafe, the installation is non-compliant, or components are inaccessible.
11.13 The Underfloor Heating Service Plan provides servicing only and does not constitute repair cover, breakdown cover, or insurance.
11.14 It remains your responsibility to ensure the service is booked and completed within the agreement term.
11.15 Failure to arrange the service within the 12-month period does not entitle you to a refund, rollover of the service, or extension of the agreement.
12. Boiler Eligibility and Condition
12.1 The boiler must be in safe and serviceable condition at the start of the agreement.
12.2 If the appliance is found to be unsafe, immediately dangerous, or beyond economic repair, we reserve the right to decline continuation of the plan.
12.3 Pre-existing faults are not covered under this agreement.
13. System Condition
13.1 All covered systems must be in safe and serviceable condition at the start of the agreement.
13.2 We are not responsible for pre-existing faults within:
• Cylinders
• Underfloor heating systems
• Controls
• Pipework
• Pumps
• Valves
13.3 Where a system is found to be defective, non-compliant, or unsafe, we reserve the right to decline continuation of cover for that system.
14. Manufacturer Warranty
14.1 Many manufacturers require annual servicing to maintain warranty validity.
14.2 Annual servicing supports warranty compliance; however, warranty decisions remain subject to the manufacturer’s own terms and conditions.
14.3 We accept no responsibility for rejected manufacturer warranty claims.
15. Access and Appointments
15.1 You must provide reasonable access to the property and appliance at the agreed appointment time.
15.2 For landlord customers, it is your responsibility to arrange access with tenants.
15.3 Missed appointments without reasonable notice may incur a charge.
15.4 Failure to provide access does not remove your obligation to continue payments under this agreement.
16. Service Scheduling Responsibility
16.1 While we may issue reminders, it remains your responsibility to ensure your annual service(s) (and gas safety inspection where applicable) is booked and completed within each 12-month agreement period.
16.2 Failure to arrange or complete the service within the agreement term does not extend the agreement period, entitle you to a refund, or carry the service over into a future term.
16.3 We accept no responsibility where a service is not completed due to failure to book in time, inability to gain access, missed appointments, or tenant non-cooperation.
16.4 We are not liable for invalidated warranties, expired certificates, regulatory non-compliance, or any financial or legal consequences arising from the service not being carried out within the required timeframe.
17. Relocation
17.1 If you move property during the 12-month term, you must notify us in writing.
17.2 The agreement may be transferred to your new property subject to inspection and approval.
17.3 If transfer is not possible, the remaining balance of the agreement will remain payable.
18. Boiler Replacement During the Term
18.1 If the boiler is replaced during the agreement, the plan may transfer to the new appliance subject to inspection.
18.2 If the replacement appliance is unsuitable for servicing under this plan, the remaining balance of the agreement will remain payable.
19. Landlord Legal Responsibilities
19.1 Landlords remain legally responsible for complying with Gas Safety Regulations.
19.2 We provide inspection and certification services only.
19.3 If appliances fail a gas safety inspection, remedial work will be quoted separately.
20. Price Review
20.1 We reserve the right to review and adjust the monthly price upon renewal.
20.2 At least 30 days’ notice will be provided before any price change takes effect.
21. Termination by TM Hughes & Son
We reserve the right to terminate this agreement if:
• Payments remain unpaid
• Access is repeatedly refused
• The appliance is unsafe or has been tampered with
• Abusive or threatening behaviour occurs
Any outstanding balance for the current term will remain payable.
22. Limitation of Liability
22.1 We are not responsible for pre-existing defects or faults.
22.2 We are not liable for indirect, incidental, or consequential loss.
22.3 Our total liability under this agreement is limited to the total amount paid by you within the previous 12 months.
23. Force Majeure
We are not liable for failure or delay in performing our obligations where this is caused by events beyond our reasonable control.