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:

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 a 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.

If you cancel the Service Plan in breach of these Terms and Conditions, including by failing to make required payments or cancelling without the notice required under this agreement, you remain
responsible for any outstanding amounts due. We may take reasonable steps to recover these sums, including the use of debt recovery processes or, where appropriate, legal action. Any such action will be proportionate and carried out in accordance with applicable consumer protection and English law.

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.
• Monthly Plans: Where a Service Plan is paid monthly and is cancelled after the annual service has been carried out, the full annual value of the Service Plan will become immediately due and payable, along with an additional £250 cancellation fee. For customers on the Ultimate Plan, where a thermostat has been supplied and installed, an additional charge of £349.99 will also apply to cover the cost of the equipment. If a monthly payment fails and the outstanding payment is not successfully made within 7 days of the initial failed payment date, the Service Plan will be treated as cancelled and the same charges outlined above will immediately become due and payable.
• Renewal: The Service Plan will automatically renew each year. If you would not 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.

Booking Date

Any booking date selected on the website is a preferred date only and does not constitute a confirmed appointment.

All bookings are subject to availability and will be reviewed by our team. A confirmed appointment date and time will be agreed directly with a member of the ServiceMy team following booking.

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 heat pump 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.

Standard, Premium and Ultimate Plans – Parts

Under the Standard and Premium Plans, parts are covered up to a maximum value of £250. Under the Ultimate Plan, parts are covered up to a maximum value of £500.

This cover applies to eligible system components associated with the heat pump and cylinder. Parts within the heat pump unit itself are not included under this cover, as these are typically protected under the manufacturer’s warranty.

Where a required part exceeds the £250 limit, or falls outside of this scope, a separate quotation will be provided for approval prior to any works being carried out.

Ultimate Plan – Smart Thermostat

As part of the Ultimate Plan, a smart thermostat will be installed where applicable. In most cases, this will be a Homely Smart Thermostat, providing advanced remote monitoring and system optimisation features. Where a Homely thermostat is not compatible with the specific heat pump manufacturer or system configuration, the manufacturer’s remote monitoring system or an approved alternative remote monitoring system will be provided instead. This will provide equivalent remote monitoring functionality, ensuring continued visibility and control of system performance.

Pre-Existing Faults

If you are aware of any faults, defects, or performance issues with your system, we will still be able to carry out a service. However, the system will not be eligible to be placed on a Service Plan until any pre-existing faults, defects, or performance issues have been fully identified and rectified.

Where pre existing faults are found, we will advise on the required remedial works and provide a separate quotation. No repair work will be undertaken as part of the Service Plan unless otherwise agreed in writing.

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 heat pump;
  • the number of heat pump’s installed at your Home;
  • the make and model of the heat pump; and
  • the date that your heat pump 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 heat pump.
• 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 heat pump 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. Call Outs

Call out charges are based on the initial attendance and include up to the first hour on site. Any time spent beyond the first hour will be charged at the applicable hourly rate. Where the issue cannot be fully resolved within the initial hour, the engineer will provide details of the required remedial works, and a quotation will be issued. No further work will be undertaken until the quotation has been formally accepted and full payment has been received.

10. 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.
• upon attendance, the heat pump is found to be non-operational or not in a working condition, as reasonably determined by us.

In these circumstances, the Service Plan will be cancelled immediately and no refund will be provided.

11. 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.

12. 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. 

13. What will we use your information for?

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

14. 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.

15. 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.

16. 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.