Terms & Conditions

Boiler Helpline Standard and Priority memberships — Mains Gas, LPG and Oil

Important: Boiler Helpline memberships are service and maintenance agreements, not insurance policies or warranties. Standard and Priority plans provide the scheduled annual boiler service and member support stated for the selected plan. Priority also includes diagnostic / maintenance labour within the stated plan scope and priority engineer access. Parts, materials, replacement components and excluded work are chargeable unless expressly stated otherwise.

1. Introduction

1.1 These terms govern Boiler Helpline boiler service and maintenance memberships supplied by DM Developments (Inskip) Ltd, trading as Boiler Helpline (“we”, “us”) to the customer (“you”). Your selected fuel, tier, registered property, registered boiler, start date and payment details are shown in your sign-up confirmation.

1.2 The membership is a service agreement, not an insurance policy. It does not provide financial indemnity, cash reimbursement, guaranteed replacement, breakdown cover or cover for consequential loss, and it does not replace household insurance, a manufacturer warranty or a separate installation warranty.

1.3 These terms apply to consumer purchases for private domestic residential properties. Separately quoted repairs, installations, replacement works or one-off services are governed by the quotation or booking you accept and your applicable statutory rights. Business purchases may be subject to separate business terms.

2. Plan definitions and eligibility

2.1 “Property” means the domestic address registered for the membership. “Boiler” means the single boiler registered for the membership. “Annual service” means the scheduled boiler service described in clause 3. “Member support” means Boiler Helpline support during our published support hours. “Initial term” means the first 12 months from the agreed start date.

2.2 “Standard” means the Standard membership for the selected fuel. “Priority” means the Priority membership for the selected fuel. “Priority access” means preferential access to available engineer / technician booking slots where practicable; it is not a guaranteed emergency or fixed-time response.

2.3 Mains Gas memberships apply to an eligible boiler supplied by mains natural gas; LPG memberships apply to an eligible LPG boiler; Oil memberships apply to an eligible domestic oil-fired boiler. One membership applies to one registered boiler at one registered property unless we expressly agree otherwise in writing.

2.4 Memberships are available for eligible private domestic residential properties in mainland England, Scotland and Wales. Commercial or industrial premises, unsafe or inaccessible appliances, and work that cannot lawfully or safely be carried out are ineligible unless we expressly agree otherwise in writing.

2.5 The boiler must be installed and capable of being worked on safely and lawfully. You must tell us about known faults, unsafe conditions, previous repairs, unusual installations and access restrictions before joining. We may request photographs, further information or an inspection before accepting or continuing a membership.

2.6 A fault or defect existing before the membership starts is not included in membership benefits unless we expressly accept it in writing. We can assess and quote for pre-existing faults separately.

3. What each plan includes

3.1 Gas and LPG servicing will be carried out by a Gas Safe registered engineer holding the appropriate current competence for the fuel and appliance type. Oil servicing will be carried out by a person competent for the relevant oil appliance and work being undertaken. Manufacturer instructions, safe access and the attending person’s competence determine the precise service procedure.

3.2 The annual service will normally include the manufacturer-required inspection, cleaning and operational checks applicable to the boiler; relevant flue, ventilation, safety-device and control checks; required combustion or performance measurements; final operational checks; and a written Boiler Helpline service record. The precise procedure varies by manufacturer, model, fuel and installation.

3.3 Member support includes reasonable help with boiler operation, heating controls, common fault information, basic troubleshooting, service reminders and arranging further engineer / technician attendance where needed. Member support is advisory and coordination support; it does not guarantee remote diagnosis, attendance or uninterrupted heating / hot water.

3.4 Priority diagnostic / maintenance labour applies only while the Priority membership is active, to the registered boiler, and only for work within the plan scope and the attending engineer / technician’s competence. Parts, materials and replacement components are chargeable. Installation, replacement, system upgrade and wider heating-system work are not included unless expressly agreed in writing.

3.5 Priority access means we will seek to offer Priority members earlier available appointments than Standard members where practicable. It remains subject to engineer / technician availability, location, safe access and required competence and does not guarantee same-day, emergency or fixed-time attendance.

3.6 The 10% replacement boiler member discount applies to eligible Boiler Helpline quotations for replacement of a domestic boiler while the membership is active. The replacement boiler and installation are not included in the membership fee.

3.7 A Boiler Helpline service record is not a Landlord Gas Safety Record. Where landlord gas-safety certification is required, it must be booked and documented separately unless we expressly confirm otherwise in writing.

4. Repairs, additional work and exclusions

4.1 Standard membership does not provide free diagnostic call-outs, repair labour, emergency attendance, replacement parts or materials outside the scheduled annual service unless your written sign-up confirmation expressly states otherwise. Where chargeable work is needed, we will normally explain or quote the applicable charge before permanent work proceeds.

4.2 Priority membership includes diagnostic / maintenance labour only as described in clause 3.4. Parts, materials and replacement components remain chargeable. Any work outside the plan scope is separately chargeable unless expressly agreed otherwise in writing.

4.3 Unless expressly accepted in writing, memberships exclude: additional appliances; system flushing or chemical treatment; radiators, underfloor heating and general heating distribution pipework; general plumbing; replacement controls, pumps or valves where supplied as parts/materials; cosmetic defects; pre-existing faults; damage caused by misuse, neglect, accidental damage, DIY work, unauthorised modifications or third-party interference; and equipment outside the registered boiler service scope.

4.4 For LPG memberships, bulk storage tanks, cylinders, storage vessels, supplier-owned LPG equipment and work outside the registered boiler service scope are excluded unless separately quoted and accepted.

4.5 For oil memberships, oil storage tanks, tank replacement/remediation, external fuel storage systems and oil supply equipment outside the registered boiler service scope are excluded unless separately quoted and accepted.

4.6 No membership guarantees boiler performance, efficiency, fault-free operation or continued availability of heating or hot water. Manufacturer warranty claims remain subject to the manufacturer’s own terms and servicing requirements.

4.7 Where an unsafe situation is identified, safety action takes priority over the planned service. The attending engineer / technician will follow the current applicable safety procedure and may advise or undertake isolation, disconnection or other safety action within their duties and competence. Any parts or out-of-scope work required afterwards is separate unless expressly included in writing.

5. Appointments, access and service delivery

5.1 Visits are by appointment and subject to engineer / technician availability, location, safe access and suitable working conditions. You must provide accurate information, reasonable access to the boiler, flue/terminal where reasonably required, relevant controls and any permissions required for the work.

5.2 We aim to arrange the annual service within a reasonable time and provide booking/reminder support. No fixed appointment, attendance or repair deadline is guaranteed unless we expressly agree one in writing. Priority access is subject to clause 3.5.

5.3 We may postpone or stop work where access, the appliance, the installation or site conditions are unsafe, or where the attending engineer / technician does not hold the competence required for the work identified.

5.4 If we cannot gain access at an agreed appointment, we may rearrange the visit. Any missed-appointment charge will only apply if it was clearly disclosed and agreed before the appointment.

6. Prices and chargeable work

6.1 Membership fees are payable monthly in advance. Prices include VAT where applicable. Your sign-up confirmation records the price you agreed. A one-off service is not a membership and does not include ongoing membership benefits.

6.2 Where chargeable labour is required and no different price has been agreed in writing, our standard labour rate is £150 for travel and the first hour, then £80 for each additional hour. Parts and materials are quoted at the customer price before material chargeable work proceeds where practicable. This labour rate does not apply to Priority diagnostic / maintenance labour that is included under clause 3.4.

6.3 For eligible portfolios, the membership discount applied to each registered membership/property is: one property 0%; two to four 10%; five to nine 15%; ten to 24 20%; 25 or more by individual quotation. We may ask you to confirm the number of eligible properties before renewal and will tell you the resulting price before it takes effect.

7. Payment, missed payments and membership benefits

7.1 Membership fees are payable in advance by the selected payment method. You authorise collection of payments due under your membership. We will give reasonable advance notice of a material price change before it takes effect.

7.2 If a payment fails, we may contact you and attempt collection again. Membership benefits may be suspended while sums properly due remain unpaid, after reasonable notice and an opportunity to resolve the issue. Suspension does not itself end the agreement.

7.3 We may cancel for continued non-payment after reasonable notice and may seek sums lawfully due. We will not impose an unspecified reinstatement or administration fee. Any inspection or separately chargeable work needed before reinstatement will be quoted for acceptance first.

8. Initial term, renewal and cancellation

8.1 The membership has a minimum initial term of 12 months. Monthly payment is a payment frequency, not a right to end the initial term each month. If you end the agreement after the applicable cooling-off period but before the initial term ends, the remaining initial-term payments may be payable, subject to your statutory rights and our obligation to act fairly.

8.2 After the initial 12 months, the membership continues on a rolling basis. You may cancel by giving at least 30 days’ notice; cancellation takes effect on the next billing date after that notice period. No new 12-month minimum term begins automatically.

8.3 For a distance or off-premises consumer contract, you normally have a 14-day statutory cancellation period beginning the day after the contract is made, subject to applicable exceptions. You can cancel using the contact details in clause 12.

8.4 If no service has begun at your express request during the statutory cancellation period, refunds will be handled in accordance with applicable law. If you expressly request service to begin during the cancellation period, you may have to pay a proportionate amount for services supplied before cancellation where the legal information and consent requirements have been met.

8.5 We may decline renewal or end a membership for material breach, persistent non-payment, unsafe access, material misrepresentation or ineligibility, following reasonable notice where appropriate. We will account fairly for any advance payment covering services we will no longer provide.

9. Moving home and transfer

9.1 If the registered property is sold, you may request transfer of the remaining membership to the new owner, subject to their agreement, eligibility and our written confirmation. The membership does not automatically transfer to a different property or different boiler. We will explain any effect on billing and the remaining term before confirming a transfer.

10. Our responsibility

10.1 We will perform our services with reasonable care and skill and within a reasonable time where no time has been agreed. Nothing in these terms limits or excludes liability where doing so is unlawful, including liability for death or personal injury caused by negligence, fraud, or your statutory consumer rights.

10.2 We are responsible for foreseeable loss caused by our breach of these terms or failure to use reasonable care and skill. We are not responsible for a pre-existing boiler or heating-system fault or loss we did not cause. The membership does not insure you against the wider consequences of equipment failure.

11. Complaints, data and changes

11.1 Please raise complaints by calling 0800 135 7663 or by writing to the address in clause 12. We aim to acknowledge and investigate promptly and provide a substantive response as soon as reasonably possible. We will tell you if further time is required.

11.2 We process personal data in accordance with our Privacy Policy and applicable data-protection law.

11.3 We may propose changes to these terms for legal, regulatory, service or operational reasons. We will give reasonable advance notice of a material change and explain any applicable right to cancel. Changes will not remove accrued rights or override mandatory consumer law.

12. Company and contact details

12.1 DM Developments (Inskip) Ltd, trading as Boiler Helpline. Registered in England and Wales, company number 11376384. Unit 2B, Edward Quay VII, Riversway, Preston, PR2 2YF. Freephone: 0800 135 7663.

12.2 These terms are governed by the law applicable to your UK residence. If you live in England or Wales, the law of England and Wales applies. Your statutory right to bring proceedings in an appropriate court is unaffected.

Service scope: A routine boiler service is a maintenance service. It is not a Landlord Gas Safety Record, insurance policy, warranty, repair allowance or promise of emergency attendance. Priority membership changes the included labour / booking benefits only as expressly stated in these terms.