Section 1 – Definitions

‘Call-Out Fees’ refers to the per-incident fees payable for callouts not explicitly included in your Service Plan description. These fees are in addition to the monthly plan fee(s) detailed in the documentation.

‘Fees’ denotes the fees payable to Kentish Plumbers Ltd by you for the provision of the Service Plans (including Call-Out Fees) or under a Quote.

‘Plan(s)’ represents the Kentish Plumbers Ltd service plan(s) as described in the documents for which you have successfully applied, received written confirmation of commencement, and which have not been terminated.

‘Quote’ encompasses any quote issued by Kentish Plumbers Ltd and accepted by you, for products and services not included in a Plan, as well as any agreed or confirmed changes to that Quote in writing or via email.

‘Us’, ‘we’, and ‘our’ refers to Kentish Plumbers Ltd, the heating installation and repair company from whom you receive your Plan documents.

‘Works’ includes any installation, repair, or servicing works carried out by Kentish Plumbers Ltd pursuant to a Quote.

‘You’ and ‘your’ refers to you, the person whose application to join one or more of the Plan(s) has been accepted by Kentish Plumbers Ltd.

Section 2 – Conditions applicable to Service Plans

1) Service Plan Eligibility

Your application for a Plan that includes servicing will only be accepted if:

  • You have a domestic (up to 70Kw) condensing gas central heating boiler.
  • You reside in the area covered by Kentish Plumbers Ltd (please contact us for details).
  • You are aged 18 or over and are the owner or owner-occupier of the property to be covered.
  • The property in question has 5 or fewer bedrooms.

At our discretion, we can provide a bespoke quote for your Plan(s) if your property has more than 5 bedrooms. We reserve the right to quote a higher price than the Fees shown in the Service Plan document in such cases, and in any other situation where the heating system in your property will make it more difficult or expensive for us to service and/or maintain your products.

We reserve the right to refuse any application for a Plan without giving a reason. Your Plan(s) will only commence, and a binding contract will only be created between us, once we confirm in writing to you that you have been accepted onto the Plan. If we are unable to accept your application then, unless we have already carried out a service of any of your products, we will refund any payments made by you in respect of the Plan.

Any Plan is specific to the boiler installed in the property at the commencement of the Plan. If your boiler is changed during a Plan (other than by us) you must immediately inform us and we may, at our sole discretion, either amend or cancel the Plan.

Our Plan(s) are designed for owned properties only and will automatically terminate on the date you sell your property. In this case, both your and our obligations under the Plan(s) will cease and you will not be entitled to a refund of any of the Fees you have already paid. If you have called us out during the current Plan term, you will need to pay for the rest of the year in full or transfer your plan to your new property if we cover your area.

IF YOU ARE IN THE PROCESS OF MOVING HOUSE, PLEASE CONTACT US TO LET US KNOW, AS WE MAY BE ABLE TO TRANSFER YOUR PLAN TO YOUR NEW HOUSE.

2) Inclusions and Exclusions

A list of what is and is not included in each Plan is outlined in the Service Plan descriptions.

The Plan enables you to spread the cost of servicing your boiler and controls over a 12-month period. If you cancel your Plan prior to your next service, we will not refund you any monies that you have paid up to that point. Please see paragraph 5 below for more details. Each year we will contact you when the annual service is due to arrange to visit your property and perform an annual service on your boiler and controls, to ensure that it is working efficiently. In the event that you do not hear anything within this time period, you can also arrange it by calling us. Please note, it is your responsibility to arrange for your boiler and controls to be serviced and we will not be liable to you for any refunds if you fail to do so. The annual service will be carried out to statutory requirements and, where available, in accordance with the manufacturer’s recommendations. Subsequent annual services will be carried out on or around the anniversary of the preceding annual service.

In addition to the exclusions contained within the description of each Plan, the following exclusions apply to all Plans:

  • Any repairs and replacement parts required; removal of products of corrosion from within the system; and /or the clearing or repairing of filters or the addition of chemicals or inhibitor, unless expressly included in your Plan description;
  • Any adjustment of time and temperature controls, bleeding radiators or pressurising sealed systems and relighting pilot lights;
  • Data loss or corruption, installing, modifying and upgrading software, the resolution of any software interface problems;
  • Visits outside of normal working hours, being 8 am to 5 pm Monday to Friday, excluding bank holidays.

If you need work or repairs carrying out that are not covered by your Plan(s), we will provide a quote for parts and labour. There is no obligation to ask us to proceed but if you do, all charges will have to be paid in accordance with the terms of the Quote, and separately and in addition to any charges you pay for your Plan.

3) Limitations of Liability

Kentish Plumbers Ltd strives to provide top-notch service, but it is acknowledged that even with regular maintenance, equipment can malfunction, causing potential damage to other items on your premises. Kentish Plumbers Ltd will not be responsible for the costs of repairing or replacing such items unless the failure is directly attributable to our improper servicing under your Plan(s). Should there be an outstanding balance on your account, Kentish Plumbers Ltd reserves the right to suspend your Plan(s) without penalty until payment is received in full.

In circumstances where you or anyone at your property engages in threatening or abusive behavior towards our employees or subcontractors, or acts in an unreasonable manner, Kentish Plumbers Ltd may terminate your Plan(s) immediately by written notice, without liability. In such an instance, no refunds will be provided for any payments already made.

4) Service Call Fees

The Service Call Fee applies to each separate incident. If during a service call you request that we perform additional unrelated work, or if it is necessary to do so, Kentish Plumbers Ltd reserves the right to charge an additional Service Call Fee. For non-urgent additional work, a subsequent appointment may be scheduled.

Should we be unable to access your property at the agreed-upon time, or if the conditions are deemed unsafe for our staff, the Service Call Fee for that appointment will still apply. A second Service Call Fee will be charged for any required follow-up visit.

5) Cancellation Policy

Should you decide to cancel your Plan, Kentish Plumbers Ltd will not issue refunds except as provided under paragraph 5b. Cancellation can be effected by emailing or writing to the address provided in your plan documentation, with a cancellation form available at the end of this document.

Please be aware that if you cancel within a 12-month period after receiving products/services under the Plan, Kentish Plumbers Ltd may recover the costs of those products/services that exceed the amount you’ve paid into the Plan. If you cancel before the next scheduled service, that service will not be performed under the Plan, and any subsequent services requested will be treated as additional work, subject to a separate quotation.

If you cancel the Plan within the initial 14-day period from the start date without having used any of the services or had a boiler or appliance service, Kentish Plumbers Ltd will refund any amounts paid by you for that Plan.

Kentish Plumbers Ltd will provide a minimum of 7 days’ notice before making any changes to your Plan(s), including the fees. If the changes are not acceptable to you, you have the right to cancel your Plan.

Section 4 – General Conditions

1) Responsibilities for Services

Kentish Plumbers Ltd will endeavor to perform the Services and visit your property within the agreed time frames or response times. However, we cannot be held accountable for delays caused by events beyond our control, such as severe weather or parts availability, hence no guarantees can be made regarding timing.

We will execute the Services with due care and skill, and assist you in making claims under any applicable manufacturers’ warranties for products we supply during the Services. In preparing a Quotation, we may rely on assumptions regarding existing structures, the condition of pipes, availability of materials, and the like. While these assumptions are based on experience and industry best practices, we may need to adjust the scope of the Services if these assumptions do not hold true. Any such changes will be addressed as per the procedure outlined in paragraph below.

Should the project incur non-productive days or require additional work due to incorrect assumptions, changes initiated by you, or non-compliance with your obligations, we will discuss the impact on the Quotation and any agreed timelines. If we cannot agree on these changes within 7 days, work will cease and you will be invoiced for the portion of work completed. Upon payment of these adjusted Fees, our responsibilities regarding the Services are considered fulfilled.

Payment for the Services, unless financed through a separate agreement, is due within 7 days from the invoice date, or within 21 days following a disagreement over additional works.

When you provide materials or fittings for the Services:

  • They must meet all relevant British Standards.
  • They must be appropriate for their intended use and environment.
  • They must be available and ready for use when needed.

2) Execution of Services

  • The contract for Services commences once any required deposit outlined in the Quotation is paid.
  • You are responsible for ensuring we have uninterrupted and safe access to the work site from the start date to the completion of the Services.
  • Should we need to access areas behind fixed units or appliances, you are responsible for their removal and subsequent replacement, at your cost and risk.
  • For access to pipes or wires within walls, we will minimize damage and mess, but the restoration of the surface will be your responsibility.
  • If we must access under-floor pipes or wires, we will replace disturbed floorboards but not the re-laying of carpets or other floor coverings, nor their replacement if damage occurs during lifting.
  • For heating issues caused by sludge or debris, the repair will be chargeable, and a system flush will be recommended with a Quotation provided based on the specifics of your heating system.

3) Provision of Boiler Components and Heating Solutions

Kentish Plumbers Ltd will provide all necessary boiler components, both new and refurbished, with the exception of the boiler’s main heat exchanger.

We are equipped to replace any malfunctioning heating controls that are already part of your system, though the provision of new controls will incur an additional charge and will be billed separately. Heating controls encompass thermostats, programmers, and circulation pumps that are part of your central heating management, excluding motorised valves and those related to your domestic water supply.

Should there be a need to replace a radiator or radiator valve, Kentish Plumbers Ltd will contribute £99 (VAT inclusive) per radiator and £25 (VAT inclusive) per radiator valve towards the replacement cost.

4) Suspension or Cancellation of Services

Kentish Plumbers Ltd reserves the right to immediately halt services if we encounter asbestos, infestation, or any other hazard that poses a health or safety risk on your premises. Work will not resume until we have ascertained that conditions are safe for our personnel. In instances where our services necessitate the temporary disconnection of your property’s power supply, we will endeavor to provide advance notice. It is your responsibility to ensure the proper shutdown of computers and other sensitive devices to prevent data loss or equipment damage. We are not liable for losses resulting from a planned power disconnection, provided we made reasonable efforts to notify you.

During the performance of our services, we may suggest additional work to enhance system performance, minimise future issues, or comply with current safety standards. While these suggestions are not mandatory, gas appliance regulations frequently change, and we must enforce them. Should you decline our recommendations and we believe that any equipment poses a safety risk, we may, with your permission, disconnect it or alert the National Grid for your safety.

In the event of delayed payment for services rendered, Kentish Plumbers Ltd has the right to withhold further services without penalty until full payment is received.

We may terminate our services at any time, without incurring liability, by providing written notice if you, or anyone on your behalf, threaten or mistreat our staff or subcontractors, or if there is any other form of unreasonable behavior directed towards our team.

If you are a consumer and not a landlord, you have the right to cancel the contracted services within 14 days of accepting the Quotation, provided that no work has commenced.

To cancel, please email or write to us using the contact details provided in your Plan or Quotation documents. A cancellation form is available at the end of this document.

For complaints or if you are dissatisfied with the service received, please reach out to our customer service team for assistance.

5) Data Protection

Kentish Plumbers Ltd will collect the following information about you and your installations:

  • Your full name, contact details, and the property address where services are required.
  • Payment details that you provide for the payment of our Fees.
  • Specifics of your Plans and Quotes, records of payments made by you and to you, and details of scheduled or completed service visits.
  • Any issues or problems you report to us.

We will use this information to:

  • Deliver the products and/or services outlined in your Plan(s) and Quote(s), and process Fee payments.
  • Manage and enhance our business operations.
  • Inform you about possible improvements to the service we offer you.
  • Notify you about promotions, products, or services that might interest you. We may contact you via mail, phone, email, and/or other electronic messaging services. You can update your marketing preferences at any time by emailing or writing to us.
  • By applying for a Plan, you acknowledge and agree that we may use your information as described above.

All handling of your data is in strict compliance with current data protection legislation, and we will not use your information for any purposes other than those outlined above.

You have the right to:

  • Request a copy of the personal data we hold about you.
  • Correct or update your personal information to ensure its accuracy.
  • Object to our processing of your personal data – we will either cease processing or explain why we are unable to do so.
  • Withdraw your consent to data processing at any time, should our processing be based on your consent.

6) Risk and Limitations on Liability

The risk of loss or damage to materials delivered in relation to the Works rests with you, and we advise you to take appropriate measures to safeguard them. Ownership of these materials remains with Kentish Plumbers Ltd until full payment has been received.

Kentish Plumbers Ltd will not be liable for indirect or consequential losses incurred by you. This includes damage to decorations during Works, as well as any loss or damage resulting from faults in your system or products that are not our responsibility.

Our total liability for negligence or contractual breach is limited to the Fees paid, as permitted by English law.

For clarity, nothing in these Terms and Conditions is intended to limit our liability for death or personal injury due to our negligence or affect your statutory rights as a consumer.

7) General

These Terms and Conditions, along with applicable Plan(s) or Quote(s), constitute the full agreement between you and Kentish Plumbers Ltd, superseding all prior agreements. Amendments must be in writing and agreed upon by both parties.

Plans are contracts specific to you and cannot be transferred without our consent. We may assign our obligations to a third party.

Any waiver of our rights is only effective if provided in writing and will not impede the enforcement of other rights in the event of subsequent breaches.

Should any term here be unenforceable, it will be replaced by an enforceable provision that closely matches the intent of the original term.

These Terms and Conditions are governed by English Law and any disputes fall under the jurisdiction of the English Courts. They are intended to be both clear and fair; please address any uncertainties or queries with us before engaging a Plan or accepting a Quote.

Parking costs and permits are your responsibility. Failure to provide parking or a permit may lead to incomplete Work and an additional call-out fee.

By enrolling in the Kentish Plumbers Ltd. service plan, the customer acknowledges that they have read, understood, and agreed to these terms and conditions.

Standard Cancellation Form Pro Forma:

I/We hereby give notice that I/we wish to cancel my/our Plan/Quote for the following goods and/or for the provision of the following service:


– Description of order: [Insert description of the goods/services ordered]

Kentish Care Plan

Service PlanBasic – £12 A MonthEssential – £20 A MonthPremium – £25 A Month
Annual Boiler Service Yes, we will carry out your annual boiler service Yes, we will carry out your annual boiler service Yes, we will carry out your annual boiler service
Boiler & Controls We will cover the cost upto £1000inc vat for labour and components per year

We will replace this for you

This excludes the main heat exchanger
We will cover the cost upto £1000inc vat for labour and components per year

We will replace this for you

This excludes the main heat exchanger
Priority Call-Out We will prioritise your job and aim to be with you within 48 hours We will prioritise your job and aim to be with you within 48 hours We will prioritise your job and aim to be with you within 48 hours
10% off Plumbing
Central Heating
CH Pump, Radiators, Valves
We will cover the cost to replace your central heating pump and valves.

£99inc vat towards a new radiator

£25inc vat towards new TRVs
Service PlanIncluded
Boiler Components & Labour
Controls Replace your existing controls
Priority Call Out 48 hour response
Central Heating Central heating pump

Radiators

Radiator Valves
Service PlanExcluded
Boiler Main heat exchanger
Controls New controls to the system
Central Heating For heating issues caused by sludge or debris, the repair will be chargeable, and a system flush will be recommended with a Quotation provided based on the specifics of your heating system.

Motorised valves