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, hot water cylinders, internal drains (leaks and damage only — blockage clearance is not included)

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

1.4 Accidental Damage

• Accidental damage means one-off, unintended damage to covered equipment — for example, drilling or nailing through a pipe
• Covered from day one of your plan, with no qualifying period
• Labour is free; replacement parts are charged in the usual way
• Deliberate damage, neglect, and gradual wear are not accidental damage and are not covered

1.5 Using Your Heating Controls

• Cover applies to faults with your programmer, timer or room thermostat — not to settings, programming or everyday use
• Advice over the phone is always free, and will usually sort it
• One demonstration visit per plan year is included, where we show you how to set and use your controls
• Further demonstration visits, and visits where we attend and find no fault, are charged at our standard hourly rate (£80 + VAT for the first hour, then £40 + VAT per half hour)
• Batteries and other consumables are not covered (see Section 13.1)

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: we will attend and make the situation safe free of charge at any time, including during the qualifying period. Repair work beyond making safe remains chargeable until the qualifying period has ended
• Annual service can be performed during qualifying period
• Accidental damage covered from day one (see Section 1.4)

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: Ceramics and sanitaryware — sinks, basins, toilets (the ceramic pan and cistern casing), baths, and bidets; showers and shower parts; shower pumps; sealant; full tap replacement. Tap repairs (washers and cartridges) and exposed toilet cistern internals (fill valve, flush valve, syphon) are covered on Home Complete
• Specialist Systems: Concealed toilets/cisterns, decorative radiators (non-standard white compacts), underfloor heating, towel rails
• Damage Types: Negligence, misuse, modifications, improvements, freezing, flooding, external causes, sludge, scale, blockages (including drain blockage clearance — internal drain cover applies to leaks and damage only), hard water scale deposits, system contamination, aggressive water damage
• Equipment: Water tanks and cylinders that cannot be repaired (replacement is quoted separately), 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

At a glance: what’s covered and what isn’t

This table summarises the most common items customers ask about. Where an item is covered, that means our labour is free — replacement parts are always quoted and charged separately. The full terms above take precedence.

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

Document Version: 3.1
Last Updated: 10th August 2026
Next Review: 12th August 2026