Terms and Conditions
For your Peter O'Neill (Services) Ltd maintenance agreement

Our promise to you

We aim to provide a safe, high quality service to repair and maintain the equipment included in this agreement.  If you have any questions or complaints about your agreement, please contact us on 01633 627205/627263/627222.

Peter O'Neill (Services) Ltd is a Gas Safe registered company and will maintain your gas central heating system or gas appliance (or both) using Gas Safe registered engineers.

Summary of your agreement

- Labour and parts for repairs required to maintain your central heating system or appliance in working order, depending on the level of service you have chosen

- One Safety and Maintenance inspection and subject to manufacturers recommendations, a full service of your boiler in every year of your agreement at an agreed date and time during normal working week days between 0900 - 1700

- No limit to the number of call outs to carry out work included in your agreement

- Priority service (every day of the year)

- A manned customer services helpline available 24 hours of the day, every day

- Advice about your system from our fully qualified engineers

We will confirm that we can cover your gas central heating system or gas appliance (or both) on our initial inspection/service.

We will aim to carry out the initial inspection/service as quickly as possible at the beginning of your agreement but as we give priority to breakdowns, the inspection may take a little longer.  If the inspection reveals a problem we may:

- Tell you what remedial work is needed and what it will cost you to bring your central heating system or appliance up to a satisfactory standard

- Offer you another agreement with us (e.g. labour only cover)

- Cancel the agreement and refund any monies that may have been paid above the cost of the service

If you choose to have the repairs carried out by others we would need to re-check the works before taking onto maintenance cover.  There would be a charge for a second survey of the work.

For us to provide you with the service detailed in this agreement, all remedial work identified by our engineers must be carried out to our satisfaction at your expense.

If you agree to the remedial work being carried out by us, then we will aim to carry out this work as soon as possible.

The cost of any remedial work undertaken by us should be paid by cheque, cash, credit card or debit card prior to your central heating system or appliance being taken onto maintenance cover.

Appointments

If for any reason you will not be available for an agreed appointment time, you should contact us at the earliest opportunity to agree an alternative appointment.

Peter O'Neill (Services) Ltd lets you choose the time that suits you, from AM (9am-1pm), PM (1pm-5pm), Monday to Friday.

We will meet our guarantee of your time choice unless it is impossible for us to do so because of external forces beyond our reasonable control.

We will carry out the Annual Service around the same time each year where possible (i.e. around 12 months from the date we first serviced the system or appliance).  This will depend on our workload and your preference for an appointment.

Breakdown calls will be treated as a priority over annual service calls.  If we agree the breakdown is an emergency (i.e. no heat (during Autumn/Winter months) where there is no other form of heating or a water leak that cannot be contained), we will respond to it at all times as a priority, including weekends and public holidays.  We will be with you on the same day if you call us before 11am.

An emergency out of hour's number will be provided at the start of your maintenance cover.

Start date

For new agreements, cover will start when payment/direct debit mandate has been accepted in our bank.  This is normally within 14 days of the initial inspection/service.  Any repairs required during this period will be chargeable and are not covered under the terms of this agreement.

After the 14 day cooling off period we will provide you with complete fault and breakdown cover, subject to your chosen level of cover.

If you are simply renewing your agreement your breakdown cover will continue uninterrupted.

Payment and Renewal

Payment can either be made by one discounted annual lump sum payment or monthly direct debit. Payment is to be made in advance of your contract cover commencing.

We will provide you with 4 weeks notice of your agreement renewal date and inform you then about the cost of renewal.

Unless you have cancelled your agreement in writing, we will continue to provide you with service cover subject to receipt of your new payment.

If you renew your agreement then we aim to complete an annual service within 14 - 21days of your renewal date.

Limitations

We provide cover for domestic central heating systems with boilers running on natural gas or LPG.  Under floor heating systems are not covered.

The heat input capacity of the boilers we cover under a standard agreement is limited to 60kW.

If your boiler is over 18years (15 for Combi's) we would not be able to offer you full maintenance cover but we may be able to offer you our labour only package  providing parts are available.  All parts fitted would be chargeable. 

Limitations on spare parts may mean it is not always possible to repair a particular fault.  If we find spare parts are no longer available, you will be eligible for a discount off the cost of a replacement boiler, if you choose us to carry out the work.

If spare parts are still currently available but in our opinion the cost of carrying out a necessary repair to your boiler is more than the cost of providing a replacement, we reserve the right to replace your boiler with one of a similar specification.

On occasions it may be necessary to order the part or parts required and make a return visit for the work to be completed.  We cannot accept responsibility for delay or non availability of parts from suppliers or manufacturers.

Exclusions

Repairs on Independent fires

Domestic hot water immersion heaters and cold water header tanks are excluded from this agreement.

Gas meter faults

Relighting pilot lights after long shutdowns or high winds and resetting boilers after power cuts.

Taps and leaks on bath/sink wastes or any other sanitary wear faults including domestic water ball valves, external overflows and showers.

Replacement of cylinders and radiators which are in excess of 20 years are not covered under this agreement (repair only).  Replacement of these parts will be chargeable.

Any costs associated with changes required to your system to ensure it complies with current legislation and industry standards will not be covered by this agreement.  Examples include replacing flues or vents that do not meet current standards.

We will not provide cover for the cost of repairs needed because of design faults/manufacturing defects even if this was not picked up at the initial inspection.

Upgrades requested to improve your system. Examples of upgrades include replacing working radiators with improved models.

Damage caused by you or someone else including rectifying work completed by others on your central heating system or appliance.

Blockages of sludge and other waste matter from your system by flushing out your radiators or using a power-flushing machine.  Also, radiators that may need to be replaced because they are blocked with sludge. 

We reserve the right to charge for work required to rectify; blockages (e.g. rubble, sludge and scale); airlocks; removal of asbestos.  This work may be needed to make sure your system or appliance works properly.

We do not cover the cost of repairing faults or damage caused by:-

- Freezing weather conditions (i.e. frozen condensing pipe), subsidence, structural changes/repairs, accident, fire, lightening,  explosion, flood or storm

- Changes to, or problems with, the gas, electricity or water supplies. You should check your household insurance to make sure you have enough cover for these risks

- Resetting of controls (for example, thermostats and programmers following changes due to winter

This agreement only covers the cost of repairing copper and approved plastic pipe work.  It does not cover the cost of replacing any lead or steel pipe work.

The cost of redecoration and replacement or repair of any other fixtures and fittings is not covered by this agreement unless we have been negligent or broken this agreement.

Replacing or repairing parts that do not affect how the system or appliance works or decorative or specialist parts such as radiator valves damaged by substances such as paint.

Peter O'Neill (Services) Ltd will not be liable for the normal day to day maintenance of the domestic central heating system at your property for which you are responsible such as bleeding the radiators, relighting pilot lights and re-pressurising your combination boiler (you should refer to your boiler manual guide).

This agreement only covers central heating systems or appliances located at the property detailed in the agreement.

It is your responsibility to let us into your property.  If we cannot get access to your property to carry out the necessary work, we will tell you and arrange another appointment.  If, after several attempts, we still cannot gain access, we may cancel your agreement. We reserve the right to apply a charge if we are unable to gain access by the third attempt

Cancellation

This agreement runs until you tell us that you would like to cancel or if we cancel the agreement.  A cancellation charge of £15 is applicable if you cancel the agreement  before the expiry date.

Either party can cancel this agreement at any time providing at least 14 days notice is given.

Examples of why we might have to cancel your agreement include; giving false information, failure to make the necessary payments, we are not able to find spare parts to keep your central heating system or appliance working safely, any change of circumstance (including health and safety issues) which make it inappropriate for the contract to continue, we find something wrong at the initial gas safety inspection.

Please refer to the table below for cancellation charges and refunds: 

	Payment in advance	Payment by Direct Debit
Initial inspection/service completed and no works carried out	No refund for the Initial inspection/service.  We will refund a proportion of your premium relating to the full months outstanding (less a cancellation fee)	If cancelled in first 6 months the initial inspection/service will have to be paid for.  Any outstanding payments will be requested and we will stop taking payments from the month after we receive your cancellation letter
Works carried out or parts fitted over £50 and initial inspection/service completed	No refund will be paid	You will be invoiced for the full cost of the policy

If you fail to pay any premium on the due date for payment, Peter O'Neill (Services) Ltd will notify you in writing within 7 working days, your policy will be suspended immediately and you will not be covered during this period. If you do not pay in full within thirty days of the due date, your policy will be cancelled. Any outstanding payments will be requested and upon receipt of cleared funds your cover will restart.

Personal Information

Information you provide or we hold will not be passed on to others and only used to contact you under this agreement.

Variation of agreement

We will write to you to tell you about any changes to the terms and conditions or prices.