ServiceMy – Service Plan Terms and Conditions

These Terms and Conditions explain how our annual service plan works, what it covers and excludes, the process for cancellation and how to address any issues.

1. Definitions

To make things easier to follow, the following words have specific meanings in these terms and conditions:

ASHP	the air source heat pump which is installed at your Home.
Home	your residential property where the System is installed.
Service Plan	the contract for the annual service of your System, which includes the Service Plan Summary and these terms and conditions.
Service Plan Summary	the plan summary, which confirms your contact details, the home address and the dates of your annual plan.
System	the ASHP and Unvented Cylinder and the connecting pipework.
Unvented Cylinder	the unvented cylinder which is installed at your Home and connected to the ASHP.
we, us, our	Brugio Ltd, trading as ServiceMy, Company Registration Number 1607431, registered office at Carr Hall Whalley Road, Wilpshire, Blackburn, Lancashire, BB1 9LJ.
you, your	the individual named on the Service Plan Summary.

2. Setting up the Service Plan

You can find all necessary information about us and the annual service on our website or through our Customer Service Team. We will confirm key details in writing by email, through your online account, or via paper before or after your order.

3. Eligibility requirements

Age: You must be a homeowner aged 18 or older.
Property Type: If your Home or heat pump is above ground level, please contact our Customer Service Team before ordering.
Renting: If you rent with written permission from your landlord (excluding social housing tenants), you may be eligible. Contact our Customer Service Team to confirm eligibility and provide written landlord consent.
Exclusions: Service Plans are not available to social housing tenants.

To qualify, your System must:

Be installed, serviced, and maintained according to British Standards and the manufacturer’s instructions.
Be in good repair and working order.
Include an air source heat pump which is located at ground level.
Located in the United Kingdom mainland.

We may need to carry out an initial survey to check that the System is in good working order before the start of the Service Plan. We will confirm whether this is necessary and the costs for doing so before any survey is booked.

4. Charges and payment

Payment must be made by the method specified in the Service Plan Summary.

Failure to pay us on time, may lead to your Service Plan being cancelled. We charge interest on overdue amounts at the rate of 4% a year above the Bank of England base rate.

VAT adjustments will be applied if the rate changes between the order date and service supply date, unless full payment has been made prior to the VAT change.

5. Duration and how you can cancel

Duration: The Service Plan begins on the date specified in the Service Plan Summary and lasts for a minimum of 6 months unless terminated earlier as outlined in these terms and conditions.
Within 14 Days: If you change your mind, you can cancel within 14 days of the date we confirm your order, by issuing your Service Plan Summary. You may cancel by emailing help@servicemy.co.uk or completing the online cancellation form. We will refund any amount paid. Refunds will be processed within 14 days.
After 14 Days: You may cancel by emailing help@servicemy.co.uk. No refund will be provided if the annual service has been completed. If not yet serviced, a refund will be issued for any amount that you have paid in advance for the remaining full months of the plan year.
Renewal: The Service Plan will not automatically renew each year. If you would like to renew the Service Plan, please contact us to discuss this.

6. Annual service booking

We will contact you to arrange your annual service or you can contact us on 03330502091 to book.

If we have attempted to contact you three times, but no service is booked in during your plan period, you will not be entitled to a refund.

We are not responsible for delays outside our control. If your service has been booked but we are delayed by an event outside our control (such as bad weather), we will contact you as soon as possible to let you know and do what we can to reduce the delay. We will contact you to reschedule your service as soon as we are able.

7. What does the service include?

The System service is an annual service which covers a range of tests, checks and inspections to assess the safety and efficiency of the System, in line with the manufacturer’s instructions.

The service includes the following:

Cleaning and inspecting ASHP components.
Checking system performance.
Checking the Unvented Cylinder
Safety checks.
Glycol level checks.
Updating service records.

The service does not include:

Repair or replacement of any system parts.
Servicing heat distribution systems, such as radiators or underfloor heating systems.
Home electrics.
External plumbing or any pipes (internal or external) not directly connected to the heat pump.

8. What will we need from you?

So that we can service your System, we need you to:

Provide us, in advance, with the following information:
- accurate location information for the ASHP;
- the number of ASHP’s installed at your Home;
- the make and model of the ASHP; and
- the date that your ASHP was installed and a copy of your installation certificate.
Ensure an adult is present at your Home to provide access at the scheduled service time.
Provide our engineer with a copy of the manufacturer’s instructions for your ASHP.
Provide clear access to your Home and all aspects of the System.
Make sure we can park [a large van] within 50 meters of your Home, arrange any parking permits needed and/or provide a suitable parking spot.
Avoid any modifications or repairs that do not comply with British Standards or the manufacturer’s instructions.
Take reasonable care of your System and ensure that no damage, misuse, or third-party interference occurs.
Make sure that there are no safety risks (e.g. asbestos) for our engineer in accessing any part of your System.

Failure to adhere to these conditions may result in the cancellation of your Service Plan and/or any scheduled service.

Additional charges may apply if we have to reschedule the service, need additional vehicles or equipment, need extra manpower, need specialist contractors, incur parking charges or other related costs.

If we are not able to provide the service (for example, if the ASHP is damaged or subject to a recall), we will discuss the potential for rescheduling the service to give you time to rectify the issue. If the problem cannot be resolved in a manner that allows the continuation of the service, we reserve the right to cancel the Service Plan.

9. Our right to cancel

We may cancel the Service Plan prior to the completion of your annual service, by giving you at least 7 days’ notice and we will refund any sums you’ve paid in advance for services which won’t be provided.

We can also cancel the Service Plan and claim any compensation due to us if:

you fail to adhere to our payment terms outlined in your Service Plan Summary;
you don’t, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the service;
you have used any threatening or abusive language or behaviour towards our engineers or other team members.

10. Changes

We can amend the Service Plan to reflect changes in laws or to make minor technical adjustments. These changes will not affect your use of the Service Plan.

11. Excluded losses

We are liable for losses caused by our breach of contract, except for those that are:

Unexpected: Losses that we could not have predicted and that you did not inform us about before we accepted your order.
Caused by events outside our control: Provided we have taken the steps outlined in section 6, the “We are not responsible for delays outside our control” section.
Avoidable: Losses that you could have prevented by taking reasonable action, including following our instructions relating to the System.
Business-related: Losses related to any trade, business, craft, or profession carried out by you.

12. What will we use your information for?

For details on how we use your personal data, please refer to our Privacy Notice

13. Contact Information

To contact us, please email us at: help@servicemy.co.uk.

If we need to contact you, we will do so via the email or postal address provided in the Service Plan Summary.

14. What if you are not happy?

If you are unhappy with something or think that something is wrong, please email us at help@servicemy.co.uk as soon as possible. We will do our best to resolve any problems you have with us or our services as per our complaints policy.

For detailed information about your rights, please visit the https://www.gov.uk/consumer-protection-rights.

These terms are governed by English law. Disputes can be heard in the English courts, or as applicable, in the courts of Wales, Scotland, or Northern Ireland.

15. Other important terms apply to your Service Plan

You cannot transfer your Service Plan with us to another person or to another property.

We reserve the right to transfer your Service Plan to another provider. This will be confirmed in writing, with details of our cancellation policy attached

The contract is solely between you and us. No third party shall have any enforcement rights and neither party is required to seek approval from any other person or entity to terminate or end the contract.

If a court or other authority decides that any of the terms are invalid or unenforceable, the rest of the contract will not be affected and will continue to apply.

Any delay in enforcing the terms of this contract shall not be deemed a waiver of our rights. We reserve the right to enforce the terms at a later date, even if we do not immediately pursue action for any non-compliance, such as failure to make a payment or breaching the other terms of this contract.