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Provider: Mathew Roberts Plumbing & Heating (the “Provider”) · 07894 631706 · mathewrobertsplumbing@hotmail.com
This HomeCare Service Agreement (Version 1.0 — July 2026) is a monthly boiler and heating service-and-maintenance agreement for consumer customers. Monthly payments are collected by Direct Debit through the official Stripe system. Cancelling the Direct Debit does not by itself cancel this agreement or remove sums already due.
Boiler age rule: a boiler is eligible only if it is less than 12 years old on the date cover starts. Continued eligibility at renewal remains subject to inspection, parts availability and the Provider's written acceptance.
The HomeCare plan is a service and maintenance agreement intended to help the Customer maintain an eligible domestic boiler and, depending on the selected plan, specified heating-system components at the Covered Property.
It is not a replacement for household insurance, manufacturer warranty, emergency-services cover or routine customer maintenance. The Provider supplies covered labour and parts directly and does not make cash payments to the Customer.
Nothing in this agreement affects the Customer's statutory rights, including the right for services to be carried out with reasonable care and skill.
2.1 The Covered Property must be a domestic property within the Provider's normal service area unless otherwise agreed in writing.
2.2 The boiler must be less than 12 years old when the plan starts, be installed in accordance with applicable standards, be safely and reasonably accessible, and have parts and technical support reasonably available.
2.3 Before joining, the boiler and relevant heating system must undergo a service and HomeCare health check by the Provider. This fee is separate from the monthly plan price.
2.4 The joining inspection may be waived only where the Provider has completed a boiler service at the Covered Property within the previous 30 days and confirms the waiver in writing.
2.5 Any existing fault, safety issue, sludge, scale, corrosion, leak, incorrect installation or other defect identified must be rectified at the Customer's cost before cover begins. The Provider may decline an application or exclude a component where repair is uneconomic, unsafe, obsolete or unsupported.
2.6 Payment of the inspection fee does not guarantee acceptance onto a plan. Cover starts only after the Provider confirms acceptance, the Stripe mandate is active and the stated start date has arrived.
3.1 Bronze provides an annual boiler service, priority callout and fault diagnosis. Repair labour and parts are chargeable.
3.2 Silver includes a safety inspection, covered boiler-repair labour, boiler parts up to an annual claim limit of £350, the boiler expansion vessel, boiler pump and one annual Landlord Gas Safety Certificate (CP12), where required and applicable.
3.3 Gold includes a safety inspection, covered boiler-repair labour, boiler parts up to an annual claim limit of £700, the boiler expansion vessel, boiler pump, heating controls, motorised valves, radiator valves, magnetic filter if fitted, accessible heating pipework and one annual CP12, subject to Schedule 1.
3.4 Gold cover does not include the repair, renewal or replacement of sanitaryware or shower-related fixtures and finishes. This includes, without limitation, baths, basins, toilets, cisterns, taps, shower trays, shower screens or enclosures, shower valves, mixer valves, electric or thermostatic shower units, tiles, grout, sealant, waterproof membranes, wall boards, flooring, ceilings, decorations or other building fabric. Any work to remove, replace or make good these items is separately chargeable.
3.5 The Silver £350 and Gold £700 boiler-parts limits apply per 12-month plan period, not per claim. Labour is not deducted from those parts limits where labour is included.
3.6 No unused limit is carried forward, accumulated, converted to cash, transferred between claims or applied as a discount, allowance or credit towards a replacement or new boiler.
3.7 If the cost of boiler parts needed for a repair exceeds the remaining annual limit, the Provider will explain the options. The Customer may pay the excess before work proceeds, or decline the repair. The £350 or £700 annual limit will not be credited against the cost of a new boiler or replacement appliance.
3.8 A “response” means contact, triage or attendance arranged according to urgency and availability; it does not guarantee same-day attendance, repair completion or parts availability unless specifically confirmed in writing.
6.1 The annual boiler service is normally due once in each 12-month plan period. The Customer is responsible for responding to appointment invitations and providing access. Failure to arrange or permit the service does not create a refund or extend the plan year.
6.2 A CP12 is included only on Silver and Gold, once per plan year, for the Covered Property and appliances the Provider is competent and instructed to inspect. Remedial work and additional appliances are chargeable unless otherwise covered.
6.3 A safety certificate can only be issued where legal safety requirements are met. Any unsafe appliance may be classified, isolated or disconnected in accordance with applicable gas-safety procedures.
7.1 The selected monthly price is shown on the order form. The joining service/health-check fee is separate.
7.2 Monthly payments will be collected through the official Stripe Direct Debit system. The Customer authorises Stripe and the Provider to collect payments in accordance with the mandate and advance-notice arrangements.
7.3 The Direct Debit Guarantee protects payments collected in error. It does not cancel the Customer's contractual obligation to pay valid sums due.
7.4 If a payment fails, the Provider may retry collection, request another payment method and suspend plan benefits after giving reasonable notice. No claim arising during suspension will be accepted until arrears are cleared, unless prohibited by law.
7.5 The Provider may recover reasonable, evidenced costs caused by a failed or improperly reversed payment, but will not impose a disproportionate penalty.
7.6 Prices may be changed at renewal by giving at least 30 days' notice. The Customer may cancel before the new price takes effect.
8.1 The initial minimum term is 12 months from the cover start date, followed by successive 12-month renewal terms unless either party cancels in accordance with this clause.
8.2 Where the agreement is made online, by telephone or away from the Provider's business premises, the Customer normally has 14 days from entering the agreement to cancel. The statutory right depends on the circumstances of sale.
8.3 If the Customer asks for a service or attendance during the 14-day cancellation period, the Customer expressly requests early performance and may be required to pay a reasonable proportion for services supplied before cancellation. The joining inspection fee remains payable where the inspection has been completed.
8.4 After the cooling-off period, the Customer may cancel by giving 30 days' written notice. During the initial minimum term, the Customer must pay the lower of: (a) the remaining monthly charges; or (b) the reasonable value of plan benefits already supplied above the subscription payments received. This is intended to compensate actual loss and is not a penalty.
8.5 After the minimum term, cancellation takes effect at the end of the 30-day notice period. No partial-month refund is due unless required by law.
8.6 The Provider may cancel immediately for fraud, abuse, unsafe conduct, material misrepresentation, unauthorised alteration, persistent non-payment or refusal of reasonable access; or on 30 days' notice where the plan can no longer reasonably be supplied.
8.7 If the Covered Property is sold, the boiler is replaced, or the Customer moves, the plan does not automatically transfer. The Customer must notify the Provider promptly.
9.1 The Provider will decide, acting reasonably and using professional judgment, whether a repair is safe, technically possible and economically reasonable.
9.2 Where repair is impossible, unsafe, parts are unavailable, repeated failure is likely, or the boiler is beyond economical repair, the Provider may decline further repair and end cover for that appliance on reasonable notice.
9.3 Any quotation for a replacement boiler is separate from this agreement. No plan payment, unused parts limit or previous claim limit is refundable or deductible from a replacement quotation.
11.1 The Provider will perform services with reasonable care and skill. Nothing excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, breach of statutory rights, or any liability that cannot lawfully be excluded.
11.2 Subject to clause 11.1, the Provider is not responsible for loss that was not reasonably foreseeable when the agreement was made, or for loss caused by circumstances outside the Provider's reasonable control.
11.3 The Customer should maintain suitable buildings and contents insurance. The Provider is not an insurer of the property or heating system.
The Provider may use the Customer's personal information to administer the plan, arrange appointments, collect payments through Stripe, keep service and safety records, prevent fraud and comply with legal obligations. Information may be shared with engineers, payment processors, professional advisers and authorities where reasonably necessary and lawful.
The Provider's privacy notice, as updated from time to time, forms part of the information supplied to the Customer. Operational messages about payments, safety, appointments and this agreement are not marketing messages. Your details are used only to administer your HomeCare plan; payments are processed securely by Stripe and your payment details are never stored by the Provider.
The Customer should raise a complaint using the contact details at the start of this agreement. The Provider will acknowledge the complaint and aim to provide a fair response promptly after investigating the relevant records.
Nothing in this clause prevents the Customer from seeking independent advice, using any applicable alternative dispute-resolution process, or exercising statutory rights.
14.1 The Provider may use suitably qualified employees or subcontractors and remains responsible for covered services.
14.2 If any term is found invalid or unenforceable, the remaining terms continue.
14.3 A delay in enforcing a right does not waive that right.
14.4 The Customer may not transfer this agreement without written consent. The Provider may transfer it as part of a genuine business transfer, provided this does not reduce the Customer's rights.
14.5 Changes to this agreement must be fair and notified in writing. Material changes will normally take effect at renewal unless required sooner by law, safety, regulation or circumstances outside the Provider's reasonable control.
14.6 This agreement is governed by the law of England and Wales. A consumer may bring proceedings in any court legally available to them.
| Benefit | Bronze | Silver | Gold |
|---|---|---|---|
| Annual boiler service | Included | Included | Included |
| Priority callout | Included | Included | Included |
| Fault diagnosis | Included | Included | Included |
| Safety inspection | Not included | Included | Included |
| Boiler repairs — labour | Not included | Included | Included |
| Boiler parts — annual claim limit | Not included | £350/year | £700/year |
| Expansion vessel | Not included | Included | Included |
| Pump | Not included | Included | Included |
| Heating controls (programmer / room thermostat) | Not included | Not included | Included |
| Motorised valves | Not included | Not included | Included |
| Radiator valves (TRVs) | Not included | Not included | Included |
| Magnetic filter, if fitted | Not included | Not included | Included |
| Accessible heating pipework (hidden pipework excluded) | Not included | Not included | Included |
| Main heat exchanger / heat cell | Not included | Not included | Not included |
| Annual Landlord Gas Safety Certificate (CP12) | Not included | Included | Included |
Important parts-limit rule: the Silver £350 and Gold £700 limits are annual limits. They do not carry forward and are not a discount, allowance or credit towards the cost of a new or replacement boiler.
By accepting electronically, the Customer confirms that they have received, read and agreed to this HomeCare Service Agreement and Schedule 1; that the information supplied is accurate; and that they authorise monthly collection through Stripe.
Model cancellation notice: to cancel during any applicable statutory cooling-off period, email mathewrobertsplumbing@hotmail.com with your name, the covered property address and the words “I give notice that I cancel my HomeCare Service Agreement”.
By clicking “I Agree” you accept the HomeCare Service Agreement (including Schedule 1 and the privacy notice) and will be taken to our secure Stripe page to set up your monthly Direct Debit.