Terms & Conditions

Last Updated: 28/05/2025

These Terms and Conditions govern the agreement between TN Plumbing & Heating (“we,” “us,” or “our”) and the customer (“you,” “your”) for the provision of our Plumbing & Heating Care Packages (“Care Package(s),” “Plan(s),” or “Service(s)”). By subscribing to a Care Package, you accept these legally binding terms in full.

1. Introduction
   • 1.1 Scope of Agreement
     • This agreement applies to the provision of plumbing and heating maintenance services under the TN Plumbing & Heating Care Packages.
   • 1.2 Legal Standing
     • By purchasing a Care Package, you confirm that:
       • You are the legal homeowner or landlord of the covered property.
       • The property is a residential dwelling (not a commercial or industrial site).
       • The plumbing and heating systems covered under the agreement are installed in accordance with UK Building Regulations and are in safe, working condition at the time of sign-up.
   • 1.3 Contract Duration
     • Your Care Package is an ongoing subscription with automatic renewal unless canceled in accordance with Clause 8.
     • Minimum contract term is 12 months unless otherwise specified.

2. Working Hours & Emergency Call-Outs
   • 2.1 Standard Working Hours
     • Our standard working hours are:
       Monday – Friday 8:30 AM – 5:00 PM
   • 2.2 Emergency Out-of-Hours Service
     • Emergency call-outs outside of working hours are available for Platinum Care Package customers only.
     • Additional charges apply for emergency work outside standard hours unless included in your package.
   • 2.3 Bank Holidays & Weekend Service
     • Service is limited on bank holidays and weekends unless agreed in advance.
     • Any work carried out on weekends or public holidays will incur additional charges unless covered by your plan.

3. Care Packages & Services Provided
   • 3.1 Available Plans & Features
     • TN Plumbing & Heating offers the following subscription plans:
       • Priority Care Package – Entry-level plan including an annual boiler service and 72-hour response time.
       • Premium Care Package – Mid-tier plan covering broader plumbing and heating maintenance with a 48-hour response time.
       • Platinum Care Package – Comprehensive coverage with a 12-hour emergency response, included callouts, and priority service.
   • 3.2 Service Coverage
     • Each Care Package includes services as outlined in the plan descriptions on our website.
   • 3.3 Exclusions from Coverage
     • The Care Packages do not cover:
       • Boilers over 10 years old unless inspected and approved at sign-up.
       • Pre-existing faults or systems installed without compliance to UK regulations.
       • Damage caused by negligence, misuse, or third-party interference.
       • Plumbing or heating systems not installed by certified professionals.
       • Underground pipework, external pipework, swimming pools, or outbuildings.

4. Response Times & Callouts
   • 4.1 Guaranteed Response Times
     • Priority Care Package: Response within 72 hours.
     • Premium Care Package: Response within 48 hours.
     • Platinum Care Package: Emergency response within 12 business hours.
   • 4.2 Callout Limits
     • Platinum Care Package customers are entitled to 3 included callouts per year, with a total of 6 hours of labour.
     • Additional callouts are chargeable at our standard rates.
     • Missed appointments without 24-hour notice may result in a cancellation fee.
   • 4.3 Limitations to Response Times
     • We will make every reasonable effort to meet the guaranteed response times; however, service delays may occur due to:
       • Extreme weather conditions or flooding.
       • Supply chain shortages of materials/parts.
       • Restricted access to the property.
       • Government-imposed restrictions or force majeure events.

5. Annual Boiler Service & Health Checks
   • 5.1 Included Services
     • Each Care Package includes one free annual boiler service, covering:
       • Safety inspection of the boiler casing, seals, and pipework.
       • Flue gas analysis to check for carbon monoxide leaks.
       • Cleaning and maintenance of internal components.
       • Pressure and gas flow tests for system efficiency.
   • 5.2 Customer Responsibilities
     • You must provide access to the property for service appointments.
     • If you fail to provide access on the scheduled date, a callout charge may apply.
   • 5.3 Exclusions from Boiler Servicing
     • Repairs beyond the standard service.
     • Replacement of parts (unless covered under your plan).
     • Repairs to heating systems with pre-existing faults.

6. Payment Terms & Subscription Renewals
   • 6.1 Payment Methods
     • Payments must be made via automated Direct Debit.
     • Monthly subscription fees will be debited on the same day each month.
   • 6.2 Missed Payments & Late Fees
     • If a Direct Debit payment fails, we will attempt to reprocess the payment up to 3 times.
     • If payment is not received within 14 days, services may be suspended.
     • If non-payment continues for 30 days, the plan will be cancelled, and any unpaid services will be billed at standard rates.

7. Cancellation & Refund Policy
   • 7.1 Cooling-Off Period
     • You may cancel within 7 days of sign-up for a full refund, provided no services have been used.
   • 7.2 Cancellation After 14 Days
     • If an annual service has already been carried out, the cost of the service will be deducted from any refund.
     • Any callouts used before cancellation will be chargeable at standard rates.
   • 7.3 How to Cancel
     • Cancellation requests must be submitted in writing via email to info@tn-plumbing.co.uk.

8. Liability & Indemnity
   • 8.1 Limitation of Liability
     • TN Plumbing & Heating shall not be liable for:
       • Loss of earnings, business interruption, or consequential losses arising from delays in service.
       • Third-party damage to plumbing or heating systems.
       • Failure to provide services due to supplier shortages, force majeure events, or property access restrictions.
   • 8.2 Maximum Liability
     • Our total liability for any claim shall not exceed the total value of the Care Package paid by the customer in the previous 12 months.

9. Complaints & Dispute Resolution
   • 9.1 How to Make a Complaint
     • If you are dissatisfied with our service, you may contact us via:
       • Email: info@tn-plumbing.co.uk
       • Phone: 01932 848174
   • 9.2 Resolution Process
     • We will acknowledge complaints within 5 working days.
     • A full response will be provided within 14 working days.
     • If further investigation is needed, we will keep you updated.

10. Amendments to Terms & Conditions
    • 10.1 TN Plumbing & Heating reserves the right to amend these Terms at any time.
    • 10.2 We will provide at least 30 days’ notice before any significant changes take effect.

11. Contact Information
    • Call us: 01932 848174
    • Email us: info@tn-plumbing.co.uk
    • Message: tndesignandbuild.co.uk/contact-us

By subscribing to a TN Plumbing & Heating Care Package, you acknowledge and agree to these Terms & Conditions.