"Complete Care" Gold Boiler Service Package Terms and Conditions

The "Complete Care" Gold Boiler Service Package includes:

• Annual Boiler Service: A comprehensive inspection, maintenance, and, when necessary, a strip service with seals replacement.

• Repairs Coverage: Extensive repairs to most boiler parts (excluding heat exchanger and flue parts), external controls (including smart devices), external valves (e.g., 2-port valves, bypass valves, AAVs), and radiator valves/TRVs.

Package Extras at No Additional Cost:

• Gas tightness test and radiator bleeding for enhanced safety and efficiency.

• Visual inspection of hot water cylinders, accompanied by a comprehensive service report.

• Complimentary boiler manual reprinting*, a dedicated service folder for all documentation, and a fixed price guarantee with no future increases for 36 months.

• An exclusive 10% discount on all other plumbing work and repairs (excluding new boilers or bathroom installs).

• Priority online booking for service appointments.

Pre-Service Check

• Mandatory Assessment: A full service and system assessment is required to ensure system integrity and eligibility for coverage. This check is chargeable at £140 + VAT if the system does not qualify for coverage. If the system is deemed eligible, the fee for this check will be waived, and no charge will be applied.

Exclusions

• Repairs or replacements of the heat exchanger, flue parts, leaking cylinders, feed and expansion (F&E) tanks, unvented cylinders, and components outside the boiler like radiators.

• Magnetic filters (cleaning included but not repairs), descalers, water softeners, or smart water controls.

• Non-economical repairs (exceeding £500 in parts and labour), inaccessible repairs, or those resulting from non-compliant workmanship.

• System repairs required due to a soiled or dirty system will only be covered after a full power flush has been performed at the owner's expense.

• Issues with external or internal condense pipework.

• Boiler replacements are specifically excluded from this package.

Coverage Area

• This policy is exclusively available to residents within West Sussex and East Sussex.

Terms of Service and Cancellation

• Duration: A minimum of 12 months, with a rolling contract thereafter. A 36-month price promise guarantees no price increases within this period.

• Cancellation: Charges may apply for cancellations before the end of the term or failure to transfer the policy upon moving.

Compliance and Safety

• We strictly adhere to Gas Safe regulations and local building control authority standards, ensuring compliance and safety in all installations and repairs.

Dispute Resolution

• For any issues or complaints, please contact us via email at enquiry@matthews-plumbing.co.uk. We are committed to resolving disputes amicably through direct communication.

Privacy Policy

• We are committed to protecting your personal data in accordance with UK data protection laws. Your information will be used solely for the purpose of delivering our services.

Changes to Terms

• We reserve the right to modify these terms, with adequate notice provided to customers. However, our 36-month price promise remains unaffected by any changes.

Contact and Communication

For service requests, questions, or to report issues, please contact us at:

• Phone: 01444672796

• Website: www.matthews-plumbing.co.uk

• Email: enquiry@matthews-plumbing.co.uk

Emergency contact information will be provided during your service onboarding, ensuring you have support when you need it most.