BOYLA HomeCare Service Plans – Terms and Conditions

Effective Date: 12th August 2025
Company: David C Osborne Ltd (trading as BOYLA HomeCare)
Address: 2-4 Park Avenue, Deal, Kent, CT14 9AL
Phone: 01304 381999
Email: hello@davidosborneheating.com

1. SERVICE DEFINITIONS

1.1 Plan Coverage

• Annual Service Only: Annual boiler service by Gas Safe registered engineer only
• Home Essentials: Annual boiler service, boiler and controls repair
• Home Plus: Annual boiler service, boiler and controls repair, central heating system, gas pipes
• Home Complete: Annual boiler service, boiler and controls repair, central heating system, gas pipes, plumbing pipework, internal drains

1.2 What’s Included

• All labour costs for covered repairs
• Annual boiler service by Gas Safe registered engineer (March-September)
• Unlimited call-outs for covered equipment after qualifying period
• Money Back Promise (see Section 9)
• No excess charges on any repairs
• Accidental damage coverage
• Emergency, priority and standard repairs
• Cover up to £1,000 (including VAT) to gain access and make good for each repair

1.3 What’s NOT Included

• Replacement parts and components (charged separately at competitive rates plus standard markup)
• Boiler replacement (contribution available – see Section 7)
• Claims within the first 90 days of taking out the product
• Pre-existing faults or design faults
• System improvements or upgrades
• Repairs that are purely cosmetic
• Customer-supplied parts installation (charged at standard hourly rate)
• Installation of customer-supplied components or materials

2. CONTRACT TERMS

2.1 Minimum Contract Period

• Initial term: 12 months minimum from start date
• Renewal: Automatic 12-month renewals unless cancelled
• Cancellation: 30 days written notice required
• Early termination: Full remaining balance payable

2.2 Qualifying Period

• 90-day qualifying period applies to all new contracts
• No breakdown claims can be made during first 90 days
• Emergency safety issues exempt from qualifying period
• Annual service can be performed during qualifying period
• Accidental damage covered from day one

2.3 Renewal Terms

• Pricing: Subject to annual review based on claims history
• Claims-based pricing: See renewal price structure below
• Standard increases: Annual price adjustments up to CPI + 3%
• Notification: 30 days advance notice of any price changes
• Statutory cooling-off period: 14 days from renewal date to cancel without penalty

2.4 Age-Based Pricing

• Boilers 7+ years old: Additional £2 per month charge
• Applied from: Policy start date based on original boiler installation
• Verification: Age confirmed during initial inspection

2.5 Fuel Type Restriction

• Natural gas only: Coverage applies to natural gas appliances only
• Excluded fuels: LPG, oil, solid fuel, electric heating systems not covered

3. INITIAL INSPECTION

3.1 Inspection Requirement

• Mandatory inspection: All new customers require initial inspection
• Inspection fee: £90 + VAT (non-refundable)
• Timing: Must be completed within 14 days of sign-up
• Coverage begins: Only after successful inspection

3.2 Inspection Process

• Gas Safe engineer: Qualified inspector visits property
• Comprehensive check: Safety, compliance, and condition assessment
• Documentation: Detailed report of findings
• Pass/fail determination: Based on safety and insurability criteria

3.3 Inspection Outcomes

If equipment passes inspection:

• Coverage begins immediately
• Annual service scheduled
• Welcome pack provided

If equipment fails inspection:

• Detailed quote provided for remedial work
• Coverage suspended until work completed
• Re-inspection required after completion
• Customer options: Accept repair quote, replacement quote, or service-only package
• Inspection failure charge: £90 + VAT if customer declines all options and cancels

4. PARTS POLICY

4.1 Parts Charges

• All replacement parts charged separately at competitive market rates plus standard markup
• Parts prices include VAT where applicable
• Payment required before parts installation
• We reserve the right to source parts from approved suppliers only

4.2 Parts Warranty

• All parts carry manufacturer’s warranty
• Labour warranty: 3 months on all repairs
• Warranty void if non-approved parts fitted by third parties

5. BOILER REPLACEMENT CONTRIBUTION

5.1 Eligibility

Contribution applies when:

• Boiler is deemed beyond economical repair by our engineer
• Customer chooses replacement through our approved installers
• Existing boiler was covered under active plan
• Customer has completed qualifying period

5.2 Contribution Structure

• Under 7 years old: £1,000 toward total installation cost
• 7-10 years old: £400 toward total installation cost
• Over 10 years old: £200 toward total installation cost
• Age determined from original installation date

5.3 Beyond Economical Repair Criteria

Boiler deemed beyond repair when:

• Parts no longer available from manufacturers
• Repair cost exceeds 60% of replacement boiler value
• Multiple system failures indicate end of reliable service
• Safety concerns cannot be economically resolved

5.4 Contribution Conditions

• Includes labour: Contribution applies to total installation cost
• Approved installers: Must use our approved installation partners
• Cannot be combined: Not combinable with other offers
• Installation timeline: Must be completed within 60 days
• Forfeiture: Contribution forfeited if plan cancelled before installation

6. PAYMENT TERMS

6.1 Monthly Plans

• Payment by monthly direct debit only
• First payment due on sign-up
• Payments taken on same date each month
• Failed payments incur £15 administration fee

6.2 Additional Charges

• Inspection fee: £90 + VAT (due before inspection)
• No-access fee: £45 + VAT for any scheduled visit where access cannot be gained
• Age surcharge: £2 per month for boilers 7+ years old
• Customer-supplied parts: Standard hourly rate for installation of customer-supplied items
• Inspection failure: £90 + VAT if customer declines all repair options and cancels
• Re-inspection fee: £45 + VAT if initial inspection failed

6.3 Price Changes

• Prices may increase annually with minimum 30 days notice
• Increases based on claims history and market conditions
• Claims-based adjustments may apply at renewal
• Customer may cancel without penalty during notice period

6.4 Late Payment Interest

• If payment is not made when due, interest may be charged on overdue amounts
• Interest rate: 3% per annum above the base lending rate of Barclays Bank
• Interest accrues daily from due date until payment received
• Interest payable together with overdue amount

7. ELIGIBILITY & RESTRICTIONS

7.1 Equipment Eligibility

• Boilers must be Gas Safe compliant
• Maximum 70kW output capacity
• Natural gas only (no LPG, oil, solid fuel, or electric)
• Equipment must pass initial inspection
• No commercial or industrial equipment

7.2 Property Requirements

• Residential properties only
• Safe access must be available during normal working hours
• Safe working environment required

7.3 Age Restrictions

• No maximum age limit for boilers
• Older equipment may require additional remedial work
• BER assessment more likely for equipment over 15 years

8. CUSTOMER RESPONSIBILITIES

8.1 Access Requirements

• Scheduled appointments: Customer must be present for all visits
• No-access fee: £45 + VAT charged for any visit where access cannot be gained
• Rescheduling: Free rescheduling with 24 hours notice
• Key holding: Customer responsibility for property access
• Repeated access denial: May result in contract termination

8.2 Maintenance Obligations

• Allow annual service as scheduled
• Report faults promptly
• Maintain reasonable care of equipment
• Ensure safe access for engineers

8.3 Information Requirements

• Provide accurate equipment details during sign-up
• Notify of any changes to equipment
• Inform of previous repair history
• Maintain manufacturer warranties where applicable
• False information: Providing false or misleading information may result in contract termination

8.4 Payment Obligations

• Maintain valid direct debit mandate
• Pay inspection fees when due
• Pay parts costs when due
• Notify of payment issues promptly

9. SERVICE STANDARDS

9.1 Response Times

• Emergency calls: Within 24 hours (after qualifying period)
• Non-emergency calls: Within 72 hours (after qualifying period)
• Annual service: Within 30 days of due date
• Inspection visits: Within 14 days of booking

9.2 Engineer Standards

• All engineers Gas Safe registered
• Professional conduct at all times
• Clean up after work completion

9.3 Service Quality Targets

• Complaints resolved within 5 business days
• Email reports: Service/breakdown report sent after each visit
• Documentation: All service records maintained on system however we do encourage you to print a copy and keep it in your folder

10. MONEY BACK PROMISE

10.1 Guarantee

If not completely satisfied with service quality:

• Full refund available within first 30 days
• No questions asked cancellation
• Refund processed within 14 days
• Inspection fee non-refundable

10.2 Conditions

• Applies to service quality only, not parts costs
• Must be claimed within 30 days of issue
• One claim per customer per contract term

11. CANCELLATION POLICY

11.1 Customer Cancellation

• Minimum term: 12 months from start date
• Notice required: 30 days written notice
• Early cancellation: Full remaining balance payable
• Inspection failure: Free cancellation within 14 days of failed inspection
• Statutory cooling-off: 14 days from contract/renewal date

11.2 Company Cancellation

• 30 days written notice provided
• May cancel for: non-payment, breach of terms, safety concerns, false information, repeated access denial, or abuse/aggressive behavior toward staff
• Refund of unused portion where applicable (after minimum term)

11.3 Moving House

• Plan transferable to new property (subject to new inspection)
• Transfer fee: £90 + VAT for re-inspection
• Cancellation without penalty if outside coverage area

12. CLAIMS MANAGEMENT

12.1 Claims Process

• Qualifying period: 90 days from start date
• Reporting: Claims must be reported within 30 days of fault occurrence
• Assessment: Engineer assessment required for all claims

12.2 Claims History Impact

• Renewal pricing: Claims frequency affects renewal rates as follows:
  • 0 claims: 0% additional increase
  • 1 claim: 2% additional increase
  • 2 claims: 5% additional increase
  • 3 claims: 20% additional increase
  • 4+ claims: 30% additional increase
• Additional increases: Applied in addition to standard annual increases and/or inflation adjustments (whichever is greater)
• Claims tracking: All claims recorded and considered at renewal
• Price promise: Renewal rates kept competitive with market where possible

12.3 Claims Exclusions

• Pre-existing faults: During qualifying period
• Negligence: Customer misuse or abuse
• Modifications: Unauthorised changes to equipment
• Non-covered items: Outside plan scope

13. LIMITATIONS & EXCLUSIONS

13.1 Not Covered

• Bathroom & Kitchen: Showers and parts, shower pumps, sanitary ware, sealant, basin/kitchen/bath/bidet taps that cannot be repaired with a washer
• Specialist Systems: Concealed toilets/cisterns, decorative radiators (non-standard white compacts), underfloor heating, towel rails, unvented cylinders
• Damage Types: Negligence, misuse, modifications, improvements, freezing, flooding, external causes, sludge, scale, blockages, hard water scale deposits, system contamination, aggressive water damage
• Equipment: Water tanks/cylinders that cannot be repaired, smart/internet thermostats, Saniflos, macerators, condense lift pumps
• Electrical: Light fittings, bulbs, extractor fans, electric showers, domestic appliances, burglar alarms, smoke detectors, garage doors, electrical gates, circuit breaker resets, rewires
• Pipework: Steel or iron pipe replacement, pipework buried in fabric of building
• Sludge removal: System flushing and sludge removal not included
• Other: Consumables (filters, batteries), pre-existing faults, inaccessible components, system design faults, non-standard parts, removing asbestos, complete appliance replacement

13.2 Additional Exclusions

• War, terrorism, or nuclear risks
• Deliberate damage or criminal acts
• Work by non-Gas Safe engineers
• Equipment used for commercial purposes
• Inspection failures until remedied
• Damage caused by rodents, trees, plants or roots
• Pre-existing property damage discovered during service

13.3 Force Majeure

• Service may be suspended for events beyond our control
• Includes extreme weather, strikes, or material shortages
• Alternative arrangements made where possible
• No compensation for delays due to force majeure

14. LIABILITY

14.1 Our Liability

• Limited to repair or replacement of covered equipment
• Maximum liability: £10,000 per incident
• No liability for indirect or consequential losses
• Public liability insurance: £2 million

14.2 Customer Property

• Reasonable care taken with customer property
• Damage caused by our negligence will be made good
• Insurance claim assistance provided
• Pre-existing damage: Not responsible for pre-existing faults or damage discovered during service
• Customer’s home insurance may apply

14.3 Safety

• All work carried out to current safety standards
• Gas safety certificate provided where required
• Unsafe situations reported immediately
• Work may be suspended for safety reasons

15. COMPLAINTS PROCEDURE

15.1 Initial Complaint

• Contact customer service within 30 days of issue
• Phone: 01304 381999
• Email: hello@davidosborneheating.com
• Written acknowledgment within 5 business days

15.2 Investigation

• Full investigation within 14 days
• Written response provided
• Remedial action taken where appropriate

15.3 Escalation

• Ombudsman referral available after our process
• Independent dispute resolution
• Contact details provided in final response

16. DATA PROTECTION

16.1 Information Use

• Data used for service provision only
• Marketing opt-out available
• Data shared with service partners only
• Retention period: 7 years after service ends

16.2 Customer Rights

• Access to personal data
• Correction of inaccuracies
• Deletion request (subject to legal requirements)
• Portability where applicable

17. GENERAL TERMS

17.1 Changes

• Terms may be updated with 30 days notice
• Continued service indicates acceptance

17.2 Governing Law

• English law applies
• UK courts have jurisdiction
• Consumer rights protected under UK law

17.3 Validity

• If any term is invalid, remainder continues
• Waiver of breach doesn’t waive future breaches
• Assignment requires written consent

17.4 Staff Protection

• We reserve the right to cancel contracts in the event of abuse or aggressive behaviour toward any of our staff members
• Professional conduct expected from all parties

18. CONTACT INFORMATION

Customer Service:

• Phone: 01304 381999
• Email: hello@davidosborneheating.com
• Hours: Monday-Friday 8:00AM-5:00PM

Written Correspondence: David C Osborne Ltd
2-4 Park Avenue
Deal, Kent, CT14 9AL

19. SUMMARY OF KEY TERMS

• Minimum contract: 12 months with automatic renewal
• Qualifying period: 90 days (no claims)
• Inspection fee: £90 + VAT (non-refundable)
• No-access fee: £45 + VAT (any visit where access not gained)
• Age surcharge: £2/month for boilers 7+ years old
• Customer parts: Standard hourly rate for installation
• Parts pricing: Competitive rates plus standard markup
• Boiler contribution: £1,000 (<7yrs), £400 (7-10yrs), £200 (10+yrs) – includes labour
• Claims-based increases: Additional to standard annual/inflation increases (0 claims = 0%, 1 claim = 2%, 2 claims = 5%, 3 claims = 20%, 4+ claims = 30%)
• Cancellation: 30 days notice after minimum term
• Inspection failure: £90 + VAT if declining all options
• Fuel type: Natural gas only
• Late payment: Interest charges may apply
• Statutory cooling-off: 14 days from contract/renewal date

By signing up for our service, you confirm you have read, understood, and agree to be bound by these terms and conditions.

Document Version: 3.0
Last Updated: 12th August 2025
Next Review: 12th August 2026