Maintenance Plan Terms & Conditions

1. Nature of the Maintenance Plan

1.1The plans provided by Fast Fix Maintenance Limited are service and maintenance agreements.

1.2They are not insurance policies, insurance products or financial products.

1.3Customers pay a monthly fee in return for access to the specific maintenance services and benefits included within their selected plan, subject to these Terms & Conditions.

1.4The plans do not provide financial compensation or reimbursement following a boiler or heating-system breakdown.

1.5Unless expressly included within the selected plan, the cost of repairs, replacement parts and materials remains the customer's responsibility.

1.6Membership does not guarantee that a boiler or heating system will remain fault-free, that every fault can be repaired or that a repair will be economically viable.

2. Monthly Rolling Membership

2.1All plans operate on a monthly rolling basis.

2.2There is no minimum membership period.

2.3Customers may cancel at any time without a cancellation fee.

2.4The maintenance plan begins on the date the customer joins. However, maintenance-plan services and benefits cannot be used during the first 14 days following sign-up, as explained in Section 14.

2.5Monthly payments provide access to the applicable plan benefits while membership remains active and subject to these Terms & Conditions.

2.6Monthly payments do not create a savings balance, cash fund or financial entitlement.

2.7For administration of annual benefits, a Plan Year means each continuous 12-month period beginning on the date the customer first joins.

2.8A Plan Year is used only to calculate annual benefits. It does not create a 12-month minimum commitment.

3. Essential Service Plan

From £14.99 per month

The Essential Service Plan includes:

• one annual boiler service and safety check, subject to Section 5;
• boiler service booking reminders;
• 10% discount on eligible plumbing and heating repair labour; and
• 20% discount on the standard Fast Fix Maintenance Limited emergency call-out charge.

Replacement parts, materials and repair labour are not included unless expressly stated.

Emergency attendance remains subject to availability and is not guaranteed.

Essential Service Plan benefits are not available during the first 14 days following initial sign-up.

The customer's exact monthly price will be confirmed before joining.

4. Premium Care Plan

From £35.99 per month

The Premium Care Plan includes:

• the applicable benefits of the Essential Service Plan;
• priority breakdown call-outs;
• up to two included diagnostic visits per Plan Year; and
• 20% discount on eligible plumbing and heating repair labour.

The Premium Care Plan's 20% repair-labour discount replaces the Essential Service Plan's 10% repair-labour discount.

Premium Care Plan benefits, including diagnostic visits and priority breakdown attendance, are not available during the first 14 days following initial sign-up.

Included Diagnostic Visits

4.1An included diagnostic visit means Fast Fix Maintenance Limited will attend and investigate an eligible reported fault without charging its normal attendance or diagnostic fee for that visit.

4.2Included diagnostic visits provide attendance and diagnosis only.

They do not include:

• repair labour;
• replacement parts;
• materials;
• specialist equipment;
• manufacturer charges;
• subcontractor charges; or
• remedial work.

4.3Any repair required following diagnosis will be separately chargeable.

4.4Eligible Fast Fix Maintenance Limited repair labour will receive the applicable Premium Care Plan discount.

4.5Once both included diagnostic visits have been used within a Plan Year, additional visits may be charged at the standard applicable rate.

4.6A visit relating to a pre-existing or otherwise excluded fault is not an included diagnostic visit and may be chargeable.

4.7Unused diagnostic visits:

• have no cash value;
• cannot be transferred;
• cannot be exchanged for another service; and
• do not carry forward into another Plan Year.

5. Annual Boiler Service

5.1Both plans include one annual boiler service, subject to continuous active membership.

5.2The included annual boiler service will normally be arranged and carried out between months 10 and 12 of each continuous Plan Year.

5.3The included annual boiler service is not available during the first 90 days following initial sign-up.

5.4If a customer requires a boiler service earlier than the normal months 10 to 12 service window, they must contact Fast Fix Maintenance Limited.

5.5An earlier service may be arranged as a separate service, subject to availability, and may be chargeable at the applicable rate. Any charge will be explained before the service is booked.

5.6The plan must remain active and payments must be up to date when the included annual service is booked and completed.

5.7If the customer cancels before the included annual service becomes available, there is no entitlement to:

• an early annual service;
• a cash alternative;
• transfer of the unused service; or
• a refund solely because the annual service has not been used.

This does not affect any refund or cancellation right required by law.

5.8Exact service dates cannot be guaranteed. Appointment availability is subject to engineer availability, customer availability and reasonable access to the property.

5.9If Fast Fix Maintenance Limited cannot reasonably complete the service between months 10 and 12, it will be arranged as soon as reasonably practicable while the plan remains active.

5.10Following the first annual service, subsequent services will normally be arranged approximately every 12 months during continuous membership.

5.11Where Gas Safe registration is required, work will be carried out by an appropriately Gas Safe registered engineer.

5.12Faults or additional work identified during a boiler service are not automatically included and may be separately chargeable.

6. System Eligibility and Maintenance History

6.1The plans are intended for domestic boilers and heating systems that have been continuously and appropriately maintained.

6.2Fast Fix Maintenance Limited may reasonably request evidence of previous servicing and maintenance, including:

• service records;
• invoices;
• certificates; and
• previous maintenance records.

6.3Fast Fix Maintenance Limited may inspect a boiler or heating system where reasonably necessary to determine whether it is suitable for continued maintenance.

6.4Plan benefits may be refused or restricted where:

• the system has not been appropriately maintained;
• reasonable maintenance records cannot be provided;
• the boiler or heating system is unsafe;
• a relevant fault existed before joining;
• significant symptoms or defects existed before joining; or
• the system is reasonably considered unsuitable for continued maintenance.

6.5Joining a plan after a fault has developed does not make that fault eligible for plan benefits.

7. Pre-Existing Faults

7.1Pre-existing faults and defects are not included.

7.2A pre-existing fault includes any fault, defect, problem or symptom that existed or was reasonably apparent before the customer joined.

Examples include:

• leaks;
• repeated loss of pressure;
• fault or error codes;
• unusual noises;
• intermittent operation;
• loss of heating or hot water;
• previously diagnosed problems;
• previously recommended repairs; or
• components already known to be faulty.

7.3Where Fast Fix Maintenance Limited reasonably determines that a visit relates to a pre-existing fault, normal attendance, diagnostic and repair charges may apply.

8. Priority and Emergency Attendance

8.1Premium Care Plan customers receive priority breakdown attendance after the initial 14-day waiting period.

8.2Priority means that Fast Fix Maintenance Limited will make reasonable efforts to prioritise an appointment where operationally possible.

8.3Priority does not guarantee attendance within any particular timeframe.

8.4All breakdown and emergency appointments remain subject to availability.

8.5Attendance may be affected by:

• engineer availability;
• existing workload;
• other emergency work;
• customer location;
• traffic;
• weather;
• parts availability;
• safe access to the property; and
• circumstances outside the reasonable control of Fast Fix Maintenance Limited.

8.6Fast Fix Maintenance Limited does not guarantee:

• same-day attendance;
• attendance within a particular number of hours;
• immediate restoration of heating or hot water;
• completion of a repair during the first visit; or
• uninterrupted heating or hot water.

9. What's Not Included

Unless specifically agreed in writing by Fast Fix Maintenance Limited, maintenance plans do not include:

• faults or defects that were present before the plan started;
• call-outs relating to a pre-existing fault or issue already apparent before joining;
• faults relating to systems that have not been appropriately maintained;
• removal of sludge, scale, corrosion or system contamination;
• powerflushing or specialist system cleaning, which can be quoted separately where required;
• repairs required because of sludge, scale, corrosion or contaminated system water;
• chemical system treatment;
• underfloor heating systems unless specifically included;
• smart thermostats, smart-home controls or third-party control systems unless specifically stated;
• carbon monoxide alarms or smoke alarms;
• alarm testing, servicing or replacement;
• parts that are obsolete, discontinued or no longer reasonably available;
• cosmetic damage or non-functional defects;
• damage caused by misuse, accidental damage, neglect, malicious damage or unauthorised alterations;
• work required because another contractor or third party has carried out faulty, unsuitable or unauthorised work;
• upgrades or improvements to the existing heating or plumbing system;
• replacement of a boiler, cylinder, radiator or other major appliance unless separately quoted and agreed;
• building work, plastering, decoration, flooring, tiling or making good following access to concealed pipework or equipment;
• faults affecting communal or shared heating systems outside the property covered by the plan;
• faults caused by poor design or incorrect installation;
• blocked drains or waste systems;
• failures of the mains gas, electricity or water supply;
• gas or electricity meter faults;
• insufficient pre-payment meter credit;
• fire, flood, frost, storm, lightning or other external events; or
• any work not specifically included within the selected maintenance plan.

Where additional work is required, Fast Fix Maintenance Limited will explain the issue and provide a separate quotation before carrying out chargeable work wherever reasonably practicable.

No additional chargeable repair work will be carried out without the customer's agreement, except for any immediate action reasonably necessary to make an appliance or installation safe.

10. Parts and Repair Work

10.1Replacement parts and materials are separately chargeable unless expressly stated otherwise.

10.2Repair labour is separately chargeable subject to any applicable maintenance-plan discount.

10.3Discounts apply only to eligible Fast Fix Maintenance Limited labour charges.

10.4Plan discounts may not apply to:

• boiler replacements;
• major installations;
• fixed-price quotations;
• specialist services;
• manufacturer charges; or
• subcontracted specialist work.

10.5Where reasonably practicable, the customer will be informed of the applicable charge before work is carried out.

10.6Parts remain subject to manufacturer and supplier availability.

10.7Fast Fix Maintenance Limited cannot guarantee that obsolete or discontinued components can be obtained.

10.8Fast Fix Maintenance Limited will not be responsible for delays caused by manufacturers, suppliers or delivery companies where those delays are outside its reasonable control.

11. Customer Responsibilities

11.1Customers must provide accurate information about their property, boiler, heating system and any known faults.

11.2Customers must tell Fast Fix Maintenance Limited about any known existing problems when joining.

11.3Customers must not deliberately withhold information about an existing fault or previous maintenance issue.

11.4Customers must take reasonable care of their boiler and heating system and follow reasonable manufacturer and safety instructions.

11.5Customers must inform Fast Fix Maintenance Limited about significant alterations made to the boiler or heating system.

11.6Customers must provide reasonable and safe access when an appointment has been arranged.

11.7Where materially inaccurate or misleading information affects eligibility for a plan benefit, Fast Fix Maintenance Limited may refuse that particular benefit or charge the normal applicable rate where reasonable.

12. Payments

12.1Maintenance-plan payments are collected monthly.

12.2Payments must remain up to date to receive plan benefits.

12.3If a payment is missed, declined or remains unpaid, Fast Fix Maintenance Limited may suspend plan benefits until the account is brought up to date.

12.4Plan benefits will not normally be available during a period of payment suspension.

12.5Separately authorised repairs, parts, materials and other chargeable services remain payable independently of the monthly plan payment.

13. Cancellation

13.1Customers may request cancellation of their maintenance plan at any time.

13.2There is no cancellation fee.

13.3Cancellation will prevent the next monthly renewal payment from being taken once the cancellation has been processed.

13.4Unless otherwise agreed or required by law, plan benefits will remain available until the end of any monthly period already paid for, subject to the initial 14-day waiting period and all other eligibility requirements.

13.5Cancellation does not remove responsibility for separately agreed repairs, parts, materials or other charges already incurred.

13.6Unused plan benefits do not have a cash value and cannot be transferred to another person or property unless Fast Fix Maintenance Limited agrees otherwise.

13.7Nothing in this section affects the customer's statutory rights.

14. Cooling-Off Period and Initial 14-Day Waiting Period

14.1Where applicable under UK consumer law, customers have a 14-day cooling-off period beginning on the day the maintenance plan is entered into.

14.2During this period, the customer may cancel the maintenance plan without giving a reason.

14.3No maintenance-plan services or benefits are available during the first 14 days following initial sign-up.

This includes:

• annual boiler servicing;
• plan call-out discounts;
• priority breakdown attendance;
• Premium Care Plan diagnostic visits;
• plumbing or heating repair discounts; and
• any other service or benefit included within the selected maintenance plan.

14.4Plan benefits will normally become available from day 15, provided the maintenance plan remains active, payments are up to date and the relevant service is otherwise eligible under these Terms & Conditions.

14.5Where no maintenance-plan services have been provided during the cooling-off period, any plan payment received will be refunded where required by law if the customer exercises an applicable statutory cancellation right.

14.6If a customer requires a boiler service, diagnostic visit, emergency attendance, repair or other work during the first 14 days, they may contact Fast Fix Maintenance Limited to request the work as a separate chargeable service.

14.7Any separately requested work during the first 14 days:

• does not form part of the maintenance plan;
• does not use maintenance-plan benefits or discounts;
• is subject to availability;
• will be quoted or priced separately; and
• will be charged at the applicable Fast Fix Maintenance Limited rate agreed with the customer before the work is carried out.

14.8Charges for separately agreed work may be higher than the customer's monthly maintenance-plan payment.

14.9Cancellation of the maintenance plan does not remove the customer's responsibility to pay for separately authorised work, parts or materials.

14.10Nothing in this section limits or removes any statutory cancellation or consumer rights available to the customer.

14.11The maintenance plan remains a monthly rolling plan with no minimum membership period, and customers may continue to cancel at any time after the cooling-off period without a cancellation fee.

15. Appointments and Access

15.1Customers must provide reasonable and safe access to the property, boiler and relevant equipment.

15.2Appointment times and arrival windows are estimates and cannot be guaranteed.

15.3Customers should provide reasonable notice if they need to cancel or rearrange an appointment.

15.4A reasonable attendance or missed-appointment charge may apply where:

• access cannot be obtained;
• nobody is available to provide access;
• the working environment is unsafe; or
• an appointment is missed without reasonable notice.

15.5Any applicable missed-appointment or attendance charge will be communicated to the customer before it becomes payable wherever reasonably practicable.

16. Safety

16.1Fast Fix Maintenance Limited will provide its services with reasonable care and skill.

16.2Gas work requiring Gas Safe registration will be carried out by an appropriately registered engineer.

16.3If an appliance or installation is considered unsafe, Fast Fix Maintenance Limited may take appropriate safety action in accordance with applicable requirements and industry procedures.

16.4This may include isolating or disconnecting an unsafe appliance where appropriate.

16.5Membership of a maintenance plan does not require Fast Fix Maintenance Limited to leave an unsafe appliance operating.

16.6Remedial work required to make an appliance or installation safe may be separately chargeable.

17. Subcontractors

17.1Fast Fix Maintenance Limited may use appropriately qualified employees, engineers or subcontractors to provide services under the maintenance plan.

17.2Where Gas Safe registration is required, the person carrying out the relevant gas work will be appropriately registered.

17.3The use of a subcontractor does not remove any responsibility that Fast Fix Maintenance Limited is legally required to retain towards the customer.

18. Liability

18.1Fast Fix Maintenance Limited will provide its services with reasonable care and skill.

18.2To the extent permitted by law, Fast Fix Maintenance Limited will not be responsible for loss or damage resulting from matters outside its reasonable control, including:

• pre-existing faults or defects;
• excluded conditions;
• inadequate previous maintenance;
• work carried out by another contractor;
• interruption of utility supplies;
• unavailable or discontinued parts;
• failure by the customer to provide reasonable access; or
• external events outside its reasonable control.

18.3Fast Fix Maintenance Limited will not be responsible for losses that were not reasonably foreseeable when the maintenance agreement was entered into.

18.4The maintenance plans are provided for domestic use. To the extent permitted by law, Fast Fix Maintenance Limited will not be responsible for business losses, loss of business, loss of profit or commercial interruption arising from a domestic maintenance plan.

18.5Nothing in these Terms & Conditions excludes or restricts liability where doing so would be unlawful.

This includes liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation; and
• rights or remedies that cannot legally be excluded under consumer law.

19. Changes to Prices, Plans and Terms

19.1Fast Fix Maintenance Limited may update its prices, plan benefits or these Terms & Conditions for reasonable reasons, including:

• changes in operating costs;
• changes in applicable law;
• regulatory or safety requirements;
• supplier or manufacturer changes;
• changes to the services provided; or
• improvements to the maintenance plans.

19.2Where a change materially disadvantages an existing customer, Fast Fix Maintenance Limited will provide reasonable advance notice.

19.3Where reasonably practicable, at least 30 days' notice will be provided before a material price or plan-benefit change takes effect.

19.4Changes will not retrospectively alter a monthly membership period that has already been paid for.

19.5Customers may cancel their monthly rolling plan without a cancellation fee if they do not wish to continue following a change.

19.6Nothing in this section affects statutory consumer rights.

20. Suspension or Cancellation by Fast Fix Maintenance Limited

20.1Fast Fix Maintenance Limited may reasonably suspend or cancel a maintenance plan where there is a legitimate reason to do so, including:

• non-payment;
• misuse of plan benefits;
• fraudulent, false or materially misleading information;
• abusive or threatening behaviour towards staff or contractors;
• repeated unnecessary call-outs;
• unsafe working conditions;
• an unsafe appliance or heating system;
• inadequate maintenance history;
• unauthorised alterations; or
• a system reasonably considered unsuitable for continued maintenance.

20.2Reasonable notice will be provided where appropriate.

20.3Immediate suspension or cancellation may take place where reasonably necessary because of safety concerns, suspected fraud, serious misuse or abusive or threatening behaviour.

20.4Where Fast Fix Maintenance Limited cancels the plan for reasons unrelated to any fault or breach by the customer, any refund legally due for services paid for but not provided will be made.

21. General

21.1The maintenance plan applies only to the property and heating system registered with Fast Fix Maintenance Limited.

21.2Plan benefits cannot normally be transferred to another person or property without the prior agreement of Fast Fix Maintenance Limited.

21.3If any individual provision of these Terms & Conditions is found to be invalid or unenforceable, the remaining provisions will continue to apply.

21.4A delay by Fast Fix Maintenance Limited in enforcing a term does not automatically prevent that term from being enforced later.

21.5Nothing in these Terms & Conditions removes or reduces the customer's statutory consumer rights.

21.6These Terms & Conditions are governed by the laws of England and Wales, subject to any mandatory consumer rights that apply.

Important Plan Summary

Essential Service Plan

From £14.99 per month

• Annual boiler service and safety check*
• Boiler service reminders
• 10% discount on eligible plumbing and heating repair labour
• 20% discount on the standard Fast Fix Maintenance Limited emergency call-out charge

Premium Care Plan

From £35.99 per month

• Applicable Essential Service Plan benefits
• Priority breakdown call-outs
• Up to two included diagnostic visits per Plan Year
• 20% discount on eligible plumbing and heating repair labour

* The included annual boiler service will normally be carried out between months 10 and 12 of continuous membership and is not available during the first 90 days following initial sign-up.