Care Plans Terms & Conditions
TERMS AND CONDITIONS
These Terms and Conditions form the agreement between you, the Customer, and Avenue Property Services Group LTD (trading as Avenue Heating).
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1. Definitions
1.1 Care Plan means the Bronze Care Plan, Silver Care Plan or Gold Care Plan selected by you.
1.2 Boiler means the domestic gas appliance at the property that provides heating and/or hot water.
1.3 Heating System includes the boiler, hot water cylinder, pipework, pump, motorised valves, radiators, radiator valves, programmer or timer, thermostats and pressure controls.
1.4 Contract means this agreement between you and Avenue Property Services Group LTD.
1.5 Start Date means the date your Care Plan commences following receipt of payment and confirmation of acceptance.
1.6 We, Us or Our means Avenue Property Services Group LTD (Company Registration No. 16314259).
1.7 You or Your means the person entering into this Contract.
1.8 Force Majeure means events beyond our reasonable control including strikes, labour shortages, material shortages, severe weather, supplier failure, transport disruption, pandemics or government restrictions.
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2. Eligibility and Acceptance
2.1 Your system must be in reasonable working order at the Start Date.
2.2 We reserve the right to inspect the system before or after acceptance onto a Care Plan.
2.3 Acceptance onto a Care Plan does not confirm that the system complies with current regulations or is free from defects in design or installation.
2.4 Where pre-existing faults or safety concerns are identified, we may:
a) Require remedial works before continuing cover; or
b) Decline or withdraw acceptance onto the Care Plan.
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3. Payment Terms
3.1 Payment is due by the date stated on the invoice or agreed payment schedule.
3.2 If payment is not received within 7 days of the due date, cover will be suspended.
3.3 Continued non-payment may result in cancellation of the Care Plan.
3.4 We reserve the right to charge interest on overdue amounts at 8% above the Bank of England base rate.
3.5 For business-to-business transactions, including landlord instructions via managing agents, we reserve the right to recover unpaid sums directly from the property owner.
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4. Deposits
4.1 A 50% deposit is required for works valued at £500 including VAT or above.
4.2 Deposits are non-refundable unless otherwise agreed in writing.
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5. Scope of General Works
5.1 In carrying out works, we will work on your heating system.
5.2 Older or poorly maintained systems may develop faults during or after works, including circulation issues, leaks or component failure.
5.3 Unless covered by our workmanship guarantee, any additional works required will be chargeable.
5.4 We do not guarantee uninterrupted heating or hot water. Response times are subject to engineer availability, parts supply and external factors.
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6. Access and Property Responsibilities
6.1 You must provide safe and reasonable access to the appliance and heating system.
6.2 Working areas must be cleared of belongings prior to our attendance.
6.3 We are not responsible for lifting, reinstating or making good floors, tiles, boxing-in, decorative finishes, cupboards or built-in furniture required to access components.
6.4 We are not liable for minor or unavoidable disturbance caused during normal works unless due to our negligence.
6.5 We reserve the right to refuse work where health and safety risks prevent safe operation.
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7. Guarantees on Works
7.1 We provide a 12-month parts and labour guarantee on parts supplied and fitted by us.
7.2 This guarantee is void if third parties interfere with the system.
7.3 Manufacturer warranties are separate and must be claimed directly with the manufacturer.
7.4 Perishable materials such as seals, washers and adhesives are excluded.
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8. System Draining and Power Flushing
8.1 Draining or power flushing a system may expose pre-existing faults.
8.2 We are not responsible for faults arising from system condition, sludge, scale, corrosion or age.
8.3 Further remedial works will be chargeable.
8.4 A power flush improves circulation but does not repair underlying faults or guarantee future performance.
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9. Care Plans
9.1 Bronze Care Plan includes:
•Annual Boiler Service and Heating Check Over
•System Health Check on Sign Up
•Priority Out of Hours Support
Bronze does not include labour or parts for breakdown repairs.
9.2 Silver Care Plan includes:
•Annual Boiler Service and Heating Check Over
•CO Alarm and Smoke Alarm Check
•System Health Check on Sign Up
•Priority Out of Hours Support
•Avenue Rewards
•Labour Included
Parts are chargeable under the Silver Care Plan.
9.3 Gold Care Plan includes:
•Annual Boiler Service and Heating Check Over
•CO Alarm and Smoke Alarm Check
•System Health Check on Sign Up
•Priority Out of Hours Support
•Premium Avenue Rewards
•Labour Included
•Parts Included
•10% Discount on Planned Works
All plans are subject to exclusions, financial limits and fair usage as set out in Clause 12.
9.4 We reserve the right to limit excessive or unreasonable call-outs inconsistent with normal domestic use.
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10. Boiler Replacement
10.1 If your boiler is under 7 years old and deemed beyond economical repair, we may, at our sole discretion, replace it on a like-for-like basis under the Gold Care Plan terms, subject to proof of installation date.
10.2 Replacement does not include system upgrades, relocation, flue alterations, gas supply upgrades, scaffolding, decorative work or non-standard components unless agreed separately.
10.3 Where parts are obsolete, unavailable or uneconomical to source, we reserve the right to deem the appliance beyond economical repair.
10.4 For boilers over 7 years old, a discretionary loyalty discount may be offered.
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11. Contract Term and Renewal
11.1 Care Plans are for a minimum term of 12 months.
11.2 The Contract will automatically renew annually unless cancelled in writing by you.
11.3 Continued cover is subject to payments being maintained.
11.4 We reserve the right to amend pricing or withdraw plans at renewal.
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12. Cancellation and Invalidations
12.1 We may cancel the Care Plan if:
a) False or misleading information is provided;
b) Payment is not maintained;
c) A pre-existing fault is identified at inspection;
d) Recommended safety repairs are declined;
e) Unauthorised third parties work on the system;
f) Health and safety risks prevent safe working;
g) Abusive or threatening behaviour occurs.
12.2 If cancelled mid-term, we reserve the right to charge for services already provided at our standard rates.
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13. Exclusions and Limits
Care Plans do not include:
13.1 Pre-existing faults or design defects.
13.2 Damage caused by sludge, scale, corrosion or blockages.
13.3 Consequential property damage.
13.4 Weather, freezing, fire, flood or natural events.
13.5 Decorative components.
13.6 Gas supply pipework from the meter.
13.7 Accidental or malicious damage.
13.8 Routine maintenance such as repressurising or bleeding radiators.
13.9 Designer radiators or specialist components.
13.10 Below-ground pipework or concealed systems within the fabric of the building.
13.11 Access equipment including scaffolding.
13.12 Repairs exceeding £400 per incident unless under Gold Care Plan and within agreed limits.
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14. Parts and Repair Discretion
14.1 We will determine whether parts are repairable or require replacement.
14.2 Suitable equivalent parts may be used.
14.3 Standard white radiators will be supplied where replacement is necessary.
14.4 Noise or performance issues resulting solely from system age or wear will not be classed as faults.
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15. Limitation of Liability
15.1 Our total liability under this Contract shall not exceed the total amount paid by you for the current Care Plan year.
15.2 We are not liable for loss of earnings, business interruption, loss of profit or indirect or consequential loss.
15.3 Nothing in this Contract limits liability for death or personal injury caused by negligence.
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16. Nature of Agreement
16.1 This Contract is a maintenance agreement only.
16.2 It is not an insurance policy.
16.3 Avenue Property Services Group LTD is not regulated by the Financial Conduct Authority in relation to this agreement.