1. Our Warma·care Product Range

One Star

Boiler and controls cover

Boiler and controls cover with Warma·plan

Two Star

Full heating system

Full heating system with Warma·plan

Three Star

Full heating system plus plumbing

Full heating system plus plumbing with Warma·plan

Four Star cover

Full heating system, plumbing and electrics

Full heating system, plumbing and electrics with Warma·plan

New installation cover

One star

Boiler and controls

Two Star

Full heating cover

2. Maintenance Plan Agreements

2.1 Period of cover for maintenance plans

Your cover will commence on the date shown on your agreement for a period of twelve months from that date. In the case of the first years cover no claim can be made in the first 14 days of cover from the date shown on the agreement. The agreement is a rolling twelve month contract and remains valid until termination by either Warma·way or the client, a period of 28 days notice is required by either party for cancellation in writing.

In the event of a cancellation Warma·way reserve the right to charge at our current hourly rate, for any remedial work carried out.

New installation cover only

Your cover will commence on the date shown on your agreement for a period of sixty months from that date. In the case of the first years cover no claim can be made in the first 14 days of cover from the date shown on the agreement. The agreement is a sixty month contract and remains valid until termination by either Warma·way or the client, a period of 28 days notice is required by either party for cancellation in writing.

In the event of a cancellation Warma·way reserve the right to charge at our current hourly rate, for any remedial work carried out.

2.2 Changes in Price and Renewals

The price shown on your agreement will not change until renewal date, unless there is a change in VAT, in which case we would inform you in writing of the changes.

In the event of any changes being made to prices or conditions, we will write to you prior to your renewal date to notify you of any changes. Warma·way will automatically renew your agreement, annually, until you inform us in writing otherwise.

2.3 Warma·plan

Clients, who have taken the Warma·plan option, are required to pay the required "excess payment" at the time of arranging the appointment, this payment is taken by credit or debit card. Your agreement will show if you have the Warma·plan option and will show the amount of excess payable.

3. Cover plans

3.1 One Star cover and one star cover with Warma·plan

Boiler and controls:

1. We will cover all boiler parts (as long as parts are available).
2. We will remind you of, and provide an annual service to your boiler.
3. We will cover the following controls, i.e., Clocks, room thermostats, cylinder thermostats, motorised valves, pump.

3.2 Two Star cover and Two star cover with Warma·plan

Full system cover:

1. We will cover all boiler parts (as long as parts are available).
2. We will remind you of, and provide an annual service to your boiler.
3. We will cover radiators, pipework, and radiator valves.
4. We will cover all system controls.
5. We will cover hot water cylinders.
6. We will cover header tanks and expansion vessels.

3.3 Three Star cover and Three star cover with Warma·plan

Full system cover with plumbing:

1. We will cover all boiler parts (as long as parts are available).
2. We will remind you of, and provide an annual service to your boiler.
3. We will cover radiators, pipework, and radiator valves.
4. We will cover all system controls.
5. We will cover hot water cylinders
6. We will cover header tanks and expansion vessels

3.4 Four star cover and four Star cover with Warma·plan

1. We will cover all boiler parts, (as long as parts are available).
2. We will remind you of, and provide an annual service to your boiler.
3. We will cover radiators, pipework, and radiator valves.
4. We will cover all system controls.
5. We will cover hot water cylinders.
6. We will cover header tanks and expansion vessels.
7. Repairs or leaks or mechanical failure inside your house.
8. Hot and cold pipework from the stop cock to all outlets, "not" including any taps or the actual stop cock.
9. We will cover the cold water storage tank/tanks
10. We will cover overflow pipes, ball cocks, and WC siphons
11. We will cover all standard hot water cylinders (not including bespoke or specially made cylinders).
12. We will repair any damaged or punctured water pipe, but not including the cost of repair to, floors, walls, ceilings and decorations, or costs incurred by gaining access to the damaged pipework. We will cover pipework up to a washing machine/dishwasher isolation valve, not including appliance hoses.

Electrics

1. We will cover repairs to your fixed electrical system inside your home, adjacent outbuildings such as garages, providing your installation has been installed to the correct standards.
2. We will cover and replace with standard white plastic, switches, sockets, and pendants.
3. We will cover fuse boards, circuit breakers and transformers.
4. We will cover replace or repair any cables, but not including the cost of repair to, floors, walls, ceilings and decorations, or costs incurred by gaining access to the damaged fixed wiring.

4. Additional appliances

Additional appliance servicing can be added to your agreement, at an agreed additional cost, and be paid monthly by Direct Debit

5. Exclusions

5.1 Boiler and controls, and full central heating cover

1. Removal of sludge and power flushing (see section 5.4 power flushing).
2. Replacement boiler (see section 5.2 general conditions).
3. Damage to external flue component and terminal guards.
4. Re-setting of time controls and/or thermostats.
5. Topping up of pressurised systems, i.e., combination boilers and system boilers.
6. Supply and addition of inhibitors.
7. Replacement of decorative parts.
8. System noise, that is generally caused by the age of the boiler/system, this is not regarded as a fault.
9. Accidental damage, theft or attempted theft.
10. Call outs where no fault is found.
11. Boiler and/or any equipment not installed to the manufacturer's instructions.
12. Heating appliances such as; kick space heaters or fan assisted heaters, designer radiators, cast iron radiators, duel fuel kits and controls, immersion heaters, primatic cylinders, custom made cylinders and thermal stores.
13. Supplying or installing of batteries to wireless controls.
14. Venting of radiators.

5.2 Plumbing exclusions

1. Repairing or replacing of taps, and or washers.
2. Repair or replacing main stop cock, either in the house or outside the house.
3. Shower pumps, water softeners, mechanical pumps, water filters and macerators.
4. Any outside appliance or pipework.
5. Rain water, soil and vent pipes or internal/external waste pipes.
6. Unblocking of drains or waste systems/pipes.
7. Replacing or repairing and sanitary ware, i.e., toilets , Basins Baths etc, which should be covered on household insurance.

5.3 Electrical exclusions

1. Repairing or replacing controls, pumps, detectors (smoke or fire), timers and thermostats.
2. Repairs or replacement of incoming mains supply to the fuse board.
3. Repairs or replacing outside lighting.
4. Repairs or replacement of cables/wires/or equipment that connects the house with any outbuildings remote from the house, which is installed externally.
5. Repairs or replacing of Rubber or lead cables.
6. Accidental or third party damage to the consumer unit/fuse board.
7. Alarm systems, security systems i.e. CCTV equipment, computer systems.
8. Repairs or replacement of appliances, i.e., fridges, TV's, freezer, washing machine etc.

6. General conditions and exclusions for all types
of cover

6.1 General exclusions

1. Any costs protected by manufacturers warranties.
2. Damage arising from floods, lightning, storms, frost, or extreme weather conditions.
3. Third party damage, i.e., costs incurred because of damage caused by either yourself or someone else.
4. Missed appointments.
5. Costs incurred by lack of access to equipment, i.e., boilers, pipework, pipework which are boxed in.
6. Inaccessible pipework and cables, which are buried within the fabric of the building.
7. Any loss you occur caused by any of your equipment not working.
8. In the first year of contract no claim can be made within 14 days of the commencement of the contract date.

6.2 Boiler replacement

If your boiler was installed by Warma·way we will replace your boiler with a similar specification boiler should it not be economical or possible to repair, providing the boiler is less than 120 months old and at least 84 months old, and you have had a continuous, uninterrupted maintenance plan for life of the boiler with Warma·way.

If your boiler wasn't installed by Warma·way, and you can prove, and we agree, that your boiler is less than 84 months old we will replace the boiler with a similar specification boiler, if it is not possible or economical to repair, providing you have had at least 60 months of continuous, uninterrupted maintenance cover with Warma·way.

Should your boiler be over 84 months old and not economical or possible to repair, a loyalty discount will be given towards the cost of supplying and installing a new replacement boiler, which is based upon the number of years the contract has been running and the amount of call outs we have on record.

6.3 First service/initial inspection prior to contract

Prior to any new contract/agreement Warma·way will require to inspect the installation / boiler to ensure that it is in safe working order and that it has been installed to the manufacturer's instructions. Our service technician will provide you with a safety inspection check list to show what has been inspected. If the boiler/system passes the initial inspection we will take your system/boiler on cover. In the case that rectification work is required we would either:

1. Inform you of what rectification work is required, and what the cost will be to have the work done.
2. Or, offer you the same agreement, but exclude the part/parts that require attention.
3. The initial service / inspection is chargeable at Warma·way's current service charge plus VAT.

6.4 Power flushing

Power flushing is used to remove sludge, debris and iron oxides from your heating system. We may on our initial inspection recommend, before we take you system on cover that you power flush your system.

Experience and facts show that a large percentage of boiler and control faults are contributed by sludge and debris within the system, this is the reason we may ask for the system to be power flushed. One of the usual causes of oxidisation or sludge build up is caused by system design or installation faults. Our technician would advise if any remedial work is necessary.

If we do recommend a power flush we would charge you for this service. Once we have carried out a power flush, and any rectification work required is completed, should the system require another power flush in the future there will be no charge, as long as you are still in contract with Warma·way.

In the event that we recommend a power flush and you decide not to cause the system to be flushed, should a component fail because of sludge, debris or oxidisation, this will not be covered in the agreement.

7. Annual service

A.

An annual service to your heating system/boiler will be carried out on an annual basis. We will notify you in writing that your system is due for a service. It is your responsibility to respond to the letter and contact us to arrange a time and date. The service is part of your maintenance cover and is not to pay for.

Annual servicing is usually carried out between 1st April and the 31st August, Monday to Friday, this may mean that your first service is carried out either just less than twelve months or slightly over the twelve month period, each year after that the service will be carried out as near as possible to the twelve month period. The reason for servicing to be carried out during the summer months is to provide a better service and response time during the winter months when demand for breakdowns is high.

B.

Although we endeavour to meet our appointment times, sometimes this is not possible. The only time slot our engineer can guarantee is the first call in the morning. The rest of his day is dependent on how much time he requires on each visit.

For this reason time slots are approximate and are usually given out as:

1. First call
2. Mid morning
3. Mid-day
4. Mid afternoon
5. Last call

C.

If an appointment is made and you miss the appointment, a card will be left by our technician, showing what day and time he arrived. Missed appointments are not included in your agreement and you may be charged one hours labour at our normal hourly rate.

New parts and components

New parts will only be fitted when the existing part is beyond repair. Although when possible we will fit the same part, if this is not possible we may fit alternative parts that are adequate and of the same quality but are not exactly the same.

Although we do carry a large amount of spares, it is impossible to stock/carry all spares. In the case were a part has to be ordered Warma·way cannot be responsible for any delays from either the manufacturers or their suppliers, and are not liable to pay any compensation should this arise.

8. Change of ownership/moving house

 

If the ownership of the dwelling shown on the agreement changes, the new owner will retain the benefits of the contract, as long as payments due are maintained. No refund will be available for the unexpired part of the agreement. It is the owner and new owner's responsibility to inform Warma·way of new ownership and an administration charge of £20+ VAT will be made to issue changes to the contract.

If you are moving home to a new address, please notify Warma·way as soon as possible. When we have received your new address we will transfer your details/agreement to your new address. We will then arrange for you an initial service inspection. (refer to section 5.3)