Heat Pump Service & Maintenance Plans

Period of Agreement – Your Agreement will run for a minimum period of twelve months from the date that you make the first payment or renew your Plan.

Heat pumps covered by the Agreement – The Agreement will only cover the person and the heat pump named in the Agreement. Nobody other than the owner(s) of the named heat pump can benefit from this Agreement.

Service coverage – Egensys is based in Worksop (S81 7BE) and we can offer the Plans to all customers within a 50 mile (80km) radius. If your property falls outside this radius we will assess it on a case-by-case basis.

Access – Upon arranging a time and date for a service or maintenance visit, it is your responsibility to provide access to the heat pump, cylinder and any other parts of the system at the time agreed between you and us. If we are not able to gain access at the agreed time, we reserve the right to charge for the time, including travel time.

During extreme weather events, it may be impossible for us to reach properties, particularly in rural locations. In such circumstances we will inform you of our inability to visit and will arrange an alternative time and date once the conditions allow more reasonable access.

Spare parts – Our service and maintenance team carry common spare parts. We also try to diagnose the issue over the telephone prior to the visit, so we can obtain any additional parts that we think are required. However, if the fault requires a spare part that we do not have available, we will advise you of the time it will take to obtain the new part and will arrange another time to come and fit the part. In this circumstance you will not be charged the call-out fee for the second visit.

If our suppliers fail to deliver spare parts on the agreed date, we will keep you informed of the revised delivery date and will organise another suitable time to fit the part.

Consequential loss – This cover does not include consequential loss or damage to property caused by the system breaking down (such as increased running costs, cost of running alternative heating systems, water damage to property, etc.).

We will refit any easily removeable parts of cupboards, panels or framework that we might need to remove to gain access to the heat pump, but we are not responsible for any redecoration or repairs that may be required as a result of such alterations.

Third party repairs – This Plan does not cover repairs undertaken by third parties. We will not reimburse you of any costs you have incurred by appointing any other company or person to repair the heat pump. We will not make any cash payments in lieu of annual service, repairs or replacement parts. 

Pre-existing damage or faults – This Plan does not cover any faults that were known before the Agreement was signed. For heat pumps installed by anyone other than Egensys, we will carry out a qualifying survey. We reserve the right to carry out a qualifying survey for heat pumps that were installed by Egensys if we have not serviced or seen the heat pump for an extended period (18+ Months).

We will also not be held responsible for damage caused by faulty installations by third parties that could not reasonably be detected by Egensys during either: installation of the heat pump; or the qualifying survey, such as incorrectly installed pipework or electrical circuits that are covered by concrete floors or plastered walls.

Uncovered risks – The following causes of damage or fault will not be covered by the Plan:

· Structural issues, including subsidence

· Fire

· Lightning strikes

· Explosions

· Floods

· Storms

· Scaling, corrosion and biofouling (this should not be a problem if the correct anti-corrosion agents and biological inhibitors have been applied. All Egensys installations are installed with the correct agents) You may wish to check that your household insurance covers these risks.

Personal information – The personal information that you supply to Egensys will be used to carry out the services outlined above only.

In order to claim parts under warranty, or to identify your specific heat pump for required parts, we may use your personal details when speaking to the heat pump manufacturer.

We will not share your information with any third parties other than your heat pump manufacturer.

Termination of Agreement – We reserve the right to terminate your Agreement for any of the following reasons:

• You have given false information

• You do not make the agreed payment(s)

• The initial inspection reveals that your heat pump is ineligible for the cover

• We are unable to source the required spare parts for your heat pump

You may cancel your Plan within fourteen days of signing the Agreement and we will reimburse you of any fees you have paid, provided we have not yet carried out an inspection or any other work.

Payment Terms and Conditions:

Payment Provider Payments for Egensys service plans are processed through GoCardless, a secure third-party payment processor. By subscribing to a service plan, you agree to the GoCardless terms of service in addition to the terms outlined here.

Payment Method All payments must be made using a valid credit or debit card. Egensys does accept payments through standing order from bank accounts with prior arrangement. By providing your card details, you authorise Egensys to charge the card on file for the agreed-upon service plan amount.

Recurring Payments Service plans are billed on a monthly basis, unless otherwise specified. By subscribing, you agree to automatic monthly payments, which will be charged to your card on the same date each month as the initial payment date. It is your responsibility to ensure your payment details remain up to date.

Failed Payments If a payment fails due to insufficient funds, an expired card, or any other issue, Egensys will attempt to process the payment again within 7 days. We will notify you via email if the payment fails and give you the opportunity to update your payment details. If the payment continues to fail, we may suspend your service plan until payment is successfully made.

Service Plan Renewal As your service plan nears its expiration, Egensys will contact you via email with details about your renewal price and the upcoming renewal date. If you wish to cancel or discuss different service plan options, you must contact us before the renewal date. If we do not hear from you by the time your plan is set to renew, your plan will automatically renew under the same terms, and payments will continue to be charged to the card on file. By not opting out, you agree to continue the service plan and its associated payments for the next term.

Refunds Payments made towards service plans are non-refundable unless otherwise stated or agreed. If you believe a charge was made in error, please contact our support team within 30 days of the charge date for review.

Termination Egensys reserves the right to terminate your service plan for non-payment or violation of the terms of service. In the event of termination, you will be notified, and your service will cease at the end of the current billing cycle.

Updating Payment Information You are responsible for keeping your payment details up to date. If your card expires, is lost, or needs to be updated for any other reason, please contact Egensys customer service to provide updated payment information.

Quoted/Invoiced Services If you have been quoted or invoiced for any additional services beyond your regular service plan, you are responsible for paying the invoice by the due date specified. Invoices are due within 30 days from the issue date. If payment has not been received after 30 days, Egensys reserves the right to charge the card on file to settle the overdue invoice. You will be notified prior to the charge. Until that point, it is your responsibility to ensure that the invoice is paid on time.