Edinburgh Gas & Renewables – Home Care Packages

1. About These Terms

These Terms and Conditions apply to all Home Care and Maintenance Packages provided by Edinburgh Gas & Renewables Ltd (“we”, “us”, or “our”). By purchasing or continuing a Home Care Package, you agree to be bound by these Terms.

These Terms should be read alongside any schedule or summary of cover provided at the point of sale. Our Home Care Packages are maintenance agreements and are not insurance products.

2. Definitions

• Appliance: Heat pump, boiler, underfloor heating, Solar PV, battery storage, car charger, or associated heating system covered under the package.
• Annual Service: Routine inspection and maintenance visit carried out in accordance with manufacturer guidance and industry standards.
• Call-out: Visit by one of our engineers to diagnose a reported fault.
• Working Hours: Monday to Friday, excluding public holidays, between 8:00am and 6:00pm.

3. What Is Included

Your level of cover depends on the package selected and the type of appliance. Full details are provided in your package summary.

3.1 Heat Pump Cover

Includes:

• Annual service in line with manufacturer guidance
• Visual inspection of associated components (controls, cylinder connections, pipework)
• Telephone and email technical support
• Unlimited call-outs per year, where stated in your package
• Priority appointment allocation
• 15% discount on labour and parts for chargeable repairs

3.2 Boiler Cover

Includes:

• Annual service in accordance with Gas Safe requirements
• Safety checks and combustion analysis (where applicable)
• Telephone and email technical support
• Unlimited call-outs per year, where stated in your package
• 15% discount on labour and parts for chargeable repairs

All services are provided with reasonable care, skill, and in line with current regulations and best practice.

4. Exclusions

Unless expressly stated in your package summary, the following are not included:

4.1 General Exclusions

• Replacement of complete systems
• Repairs due to misuse, neglect, or third-party interference
• Cosmetic repairs or non-functional issues
• Supply of designer or curved radiators
• Repair/replacement of electrical elements in radiators
• Replacing or topping up system inhibitor unless removed by us
• Resetting controls or replacing batteries
• Energy/central heating management systems
• Claims within the first 14 days of the agreement
• Improvements or upgrades to system design or performance
• Repairs required to bring an installation up to current regulations if previously compliant
• Consumables, unless specifically listed as included

4.2 Heat Pump-Specific Exclusions

• Refrigerant re-gassing unless explicitly included
• Repairs due to incorrect system design, undersizing, or poor historic installation
• Remedial work to improve efficiency or performance
• Issues caused by external electrical supply faults or third-party controls
• Glycol top-up will be quoted if low after annual service

4.3 Boiler-Specific Exclusions

• Repairs required due to scale, sludge, or corrosion where no water treatment has been maintained
• Flue, ventilation, or condensate drainage upgrades
• Remedial work following changes to Gas Safe or Building Regulations

4.4 Solar PV Systems – Access, Height & Equipment

• Coverage applies to systems up to 2 storeys in height. Additional access requirements (scaffolding, lifting platforms) are not included and will be quoted separately.
• Safe, reasonable access is the customer’s responsibility. We may decline or delay work if access is unsafe or impractical.
• Systems over 20 years old are not covered. Evidence of installation may be requested.
• Panel replacements are limited to the same manufacturer, type, and size. Closest suitable alternatives may be offered if exact matches are unavailable.
• Batteries naturally degrade (10-15 years). Reduced capacity, performance, or end-of-life failures are not covered. Replacement is chargeable and quoted separately.

5. Callouts and Repairs

• Call-outs included in your package are unlimited.
• Faults outside the scope of cover may be chargeable.
• We reserve the right to decline or delay repairs if parts are unavailable or unsafe to install.
• Delays due to parts, supply chain issues, or weather will be communicated, but timescales are not guaranteed.
• We may offer temporary heating solutions (e.g., portable heaters) as a goodwill gesture. These are subject to availability, may be time-limited, must be returned, and do not form part of the contract.

6. Annual Service

• We will send reminders via email for annual services; it is the customer’s responsibility to arrange access.
• Failure to provide access may result in the service being deemed complete for that year.
• Annual services are not transferable between contract years.

7. Eligibility and System Condition

• Cover is only available for correctly installed and safe systems.
• An initial inspection is required before cover begins. Any faults must be rectified at the customer’s cost.

8. Payments and Price Changes

• Packages may be paid monthly (direct debit) or annually.
• Price changes require 30 days’ notice and apply at renewal.
• Non-payment may result in suspension or cancellation of cover.

9. Term and Cancellation

• Minimum term: 12 months unless stated otherwise.
• Cancellation within 14 days is possible for a full refund if no services have been delivered.
• Post 14-day period, cancellation takes effect at the end of the billing period; no refunds for services already delivered.
• We may cancel agreements for breach of terms, uneconomical service, or unsafe conditions.

10. Access and Appointments

• Safe and reasonable access is required.
• Missed appointments may incur charges.
• Appointment times are reasonable estimates; not guaranteed.

11. Liability

• Not responsible for: pre-existing faults, delays outside our control, or indirect/consequential losses.
• Liability is not limited for death or personal injury caused by negligence or any matter that cannot be excluded by law.

12. Data Protection

• Personal data processed per our Privacy Policy on our website.

13. Changes to These Terms

• We may update Terms; the latest version applies at renewal and is published on our website.

14. Governing Law

• Scottish law governs these Terms.
• Disputes fall under the exclusive jurisdiction of the Scottish courts.

15. Cancellation by Us

We may cancel your cover if:

• False information is provided
• Pre-existing faults are found at the first service
• Parts for repairs are unavailable after reasonable attempts
• Unacceptable behaviour or health & safety risks occur
• Access is repeatedly denied or unsafe
• Payments are not maintained

Refunds or charges will depend on services already delivered and any unreturned equipment.

16. Weather and Safety

• Services may be delayed, rescheduled, or cancelled due to unsafe or extreme weather conditions (rain, wind, snow, ice, extreme temperatures).
• We are not liable for losses, inconvenience, or additional costs arising from such delays.
• Customers must ensure safe conditions for roof or battery work.

17. Roof & Tile Work

• Damaged tiles will be repaired or replaced with the closest reasonably available match; exact matching cannot be guaranteed.
• Structural and weatherproof integrity is prioritised over cosmetic matching.

18. EV Charger Cable Damage

• Damage caused by misuse, accidental damage, or third-party interference is not covered.
• Replacement or repair will be quoted separately.

19. Solar PV Systems & Batteries

• Panel replacements must match manufacturer, type, and size. Closest alternatives may be offered.
• Batteries degrade naturally (10-15 years). Reduced performance or end-of-life failures are not covered.
• Replacement parts or system upgrades are not included and are quoted separately.

20. Fair Use & Miscellaneous

• Unlimited call-outs are subject to fair use. Excessive or disproportionate usage may be restricted.
• Response times are targets; not guaranteed.
• All temporary or goodwill solutions (heaters, scaffolding) are discretionary and may be chargeable.
• Initial inspections determine system suitability; unresolved issues may be withdrawn from the contract.