Avenue Heating Care Plans

Payment Terms

Payment in full is due by the due date on the invoice. If payment is not received by the due date, we reserve the right to charge interest on the overdue amount at 8% + the Bank of England base rate.

We will usually start applying interest after an invoice becomes overdue by 14 days however this is at our digression. With business to business invoices, such as a landlord represented by a third-party agency that instructs the work. We reserve the right to chase the landlord directly for any overdue amounts.

Deposits

In all cases, we require a 50% deposit to book in works with a value of £500 including VAT or above. This deposit is non-refundable.

Your plumbing and heating system

Because of what we do, we will always be working on your plumbing or heating system. Sometimes issues can arise such as air locks, blockages, leaks and other issues. Unless we installed your plumbing and heating system and the issue is covered under the guarantee section, these works will be chargeable.

Possessions within your home

All of our engineers do their utmost to carry out their job in a tidy, professional manner. They are trained to clean up after themselves. As they are at your property to carry out a job of work, it is your responsibility to make sure that the area they will be working in is clear of possessions, and that any items that they have to use such as loft ladders are fit for the purpose. Any issues that arise such as breakages where the above has not been observed will not be reimbursed. Avenue Heating Ltd. do not take any responsibility for damages that occur during the normal course of

works being carried out, although the utmost precautions will be taken to avoid this from happening.

Guarantees

Our 1 year parts and labour guarantee covers parts purchased and fitted by Avenue Heating Ltd. The guarantee is invalidated if someone else has worked on the plumbing and heating system after the part was installed. Our guarantee does not cover perishable parts and materials

such as sealants, adhesives or washers. Boiler and cylinder guarantees offered are manufacturer backed guarantee’s and it is your responsibility to contact the manufacturer directly in case of failure of parts.

Draining of Systems and Power Flushing

If we need to drain your central heating and/or hot water systems to carry out alterations, repairs or a power flush, issues can sometimes arise after the drain down, this is more common if the system is open vented, old, and/or has not been maintained properly in the past. Examples of problems are radiators not working and circulation issues, seizing valves, leaking valves, clogged pumps or sludge in the system and hard blockages. These are just a few examples. If further works are required due to problems arising after a system drain, or works on a central heating system they will be chargeable at our usual rate. We are not responsible for the health of your central heating system, and unless we

installed the entire system less than a year ago and it falls under our guarantee as stated under our guarantees section. Please note that a power flush will not repair any faults with the system. It is designed to improve performance of an already working system, however sometimes the act of power flushing can move blockages into other parts of the system and cause issues. Please note that if this happens and further works are required, it will be your responsibility to pay for the works.

Terms & Conditions

These Terms & Conditions are part of the contract between you (The Customer) and Avenue Heating Ltd.

1 - Definitions

Service plan – Refers to the type of plan that you have chosen to take out reference to clause 2 for full detailsof what the plans are.

Boiler – An appliance located at the domestic property that heats the hot water and/or heating by Gas.

Heating System - The heating system includes hot water cylinder, heating pipework, pump, motorised valves, radiators, radiator valves, programmer/timers, cylinder stat, room stat, pressure controls.

Plumbing System – The plumbing system includes tap repairs, Hot and cold-water pipes, Cold water tanks, Toilet break downs, Silicone seals on bath and showers, Ball valves and float valves, Stop cocks and gate valves and above ground drainage.

Start Date – The date that is stated on the contract as the start of the service plan.

We / Us / – Avenue Heating Ltd.

You / your / Customer – The customer that has taken out the Contract.Force Majeure – Means any circumstances beyond our reasonable control for example strikes, industrial actions, lock outs, labour shortages, material shortage, worldwide pandemics and traffic delays.

Contract – The contract is an agreement between you and us for the service of works as per the chosen serviceplan detailed in clause 2.

2 - Type of plan and what is Included

Bronze

Boiler Service and Heating Check Over

System Health Check on Sign up
Priority out of hours support

Silver

Boiler Service and Heating Check Over
CO Alarm and Smoke Alarms
System Health Check on Sign up
Priority out of hours support
Avenue Rewards
Labour Included*

Gold

Boiler Service and Heating Check Over

CO Alarm and Smoke Alarms

System Health Check on Sign up

Priority out of hours support

Avenue Rewards

Labour Included*
Parts Included
10% Discounts on planned works

*Limits apply please see Clause 14. 19

If your boiler is under 7 years old and deemed unrepairable, we will fit a like for like boiler as part of this agreement. (You will need to be able to prove age of boiler upon request)

3 - Contract renewal/Cancellation
Your Contract is for a Minimum of 12 Months from the date of the first payment.Unless you tell us otherwise this contract will automatically renew each year, Subject to us accepting you onto theservice plan. This contract will remain valid providing payment is continued by you subject to clause 4.

4 - Contract invalidations

● If invalid or misleading information has been provided.

● If payment is not received within 7 days of the date due your service plan will be cancelled and charges mayapply.

● If on our first visit we find a fault with system/systems.

● If we have advised that a permanent repair is needed to make sure your appliance or system is working properlyand safely and you have not acted to resolve in an appropriate manner.

● Anyone other than one of our engineers/subcontractors carries out work on the system.

● If health and safety issues arise from your property or persons in property.

● If Work has been carried out by someone else on the system not authorised by us.

5 - Acceptance onto one of our service plans does not imply that the boiler, heating system or plumbing system isinstalled to the relevant standards and we will not accept liabilities arising from the original design or installationand so make no warranty as to the fitness for purpose.

6 - We will not be liable for any delays in the supply of parts from our suppliers. We may fit replacement parts thatare adequate but not the same as the defective part(s).

7 - New Parts will only be fitted where old ones are beyond reasonable repair. We will be the sole arbitrators as tothe condition of parts, where a radiator requires changing we will only change for a standard white radiator. Designer radiators and towel rails will be attempted to be repaired but not covered for replacement. Boiler heatexchangers that have been damaged by debris, sludge or scale will not be covered for either parts or labour.

8 - As boilers get older for many reasons they become noisy, where noise is down to the age of the appliance we willnot class this as a fault and is not covered under any plan.

9 - Boiler replacement – If your boiler is under 7 years of age and deemed un-repairable we will replace the boiler likefor like, we will need to see proof of the original date of installation. For boilers over 7 years a loyalty discountwill be applied to the cost of fitting a new boiler.

10 - Access – We are not liable for any repairs to which we cannot gain reasonable access, removal of anyobstructions will be at our sole discretion and will reserve the right to charge you at our standard rates. We mayinsist that you arrange for the obstruction prior to us carrying out the repair, we will not be held liable for anymaking good unless it’s down to our negligence.

11 - Charges – If a service plan is cancelled part way through the year we reserve the right to charge for any servicesand/or repairs we have carried out at our standard rates.

12 - Annual boiler service or landlord certificate- If this included in your plan we will try to arrange a visit for this totake place but you remain responsible for it happening within the contract.

13 - System flushing – If we recommend that your heating system requires a flush we will provide you with aquotation and once the system is cleaned we will continue with any service plan in place.

14 - Exclusions

Our service plans do not include:

1 Repairs required due to design faults or existing faults prior to the start of this plan.

2 Repairs relating to damage caused by you or a third party.

3 Any loss or damage to any property caused by the boiler, heating system or plumbing system breaking down,for example damage to ceiling due to a leak.

4 Any faults caused by sludge, scaling or blockages

5 The cost of removing sludge or scale from the system and the damage caused would not be covered. Oradding corrosion inhibitor.

6 Boiler repairs are limited to £250 in the first three months of your plan

7 Damage caused by weather or freezing

8 Removal of dangerous materials for example asbestos.

9 Any decorative parts for example casing, paint work, batteries.

10 Any part of a flue concealed within the fabric of the building.

11 The gas supply from the meter to the boiler and or other appliances.

12 Damage caused by fire, flood, lighting storm, freezing weather, global pandemic or any other natural event.

13 Adjustments to time controls unless already on site.

14 Any loss suffered by you due to delay in obtaining parts.

15 The cost of a new boiler if parts become unreasonably available, at our sole discretion.

16 Accidental damage, theft or malicious damage.

17 Routine maintenance, cleaning, descaling, turning on or lighting up the system, clearing airlock or blockedpipes, bleeding system, topping pressure up.

18 Loss or damage caused by your equipment not working or costs arising from gaining access, this includespipes under the floor or in the fabric of building.

19 Repairs that will cost over £400.

20 Replacement of showers or taps.

21 Below Ground drainage.

22 Mains supply pipe.

23 Replacement of baths, shower cubicles, basins, and toilets.

24 Replacement of softeners, instant hot water taps and filter taps

Permitted by law where we are in breach of the terms of this contract or cannot honour the agreement the maximumliability will be limited to the cost of the relevant service plan you have in place. (Up to the amount you have paid for thecurrent year). Under no circumstance are we liable for loss of earnings, profit, loss of goods, loss of business. None of theseconditions limit us from the liability relating to death or personal injury from our negligence.This contract is strictly a maintenance contract and IS NOT an insurance policy. Avenue Heating Ltd. is therefore not regulated by the FCA.