Boiler Cover Terms and Conditions

At WarmZilla, we offer a variety of home cover and service plans (HomeZilla)

The plans are; HomeZilla Service Plan, HomeZilla Basic, HomeZilla Extra, HomeZilla Plus and HomeZilla Total.

• A visual check of the boiler
• A flue analysis test to check your boiler is operating correctly
• Visual inspection of the internal boiler parts
• Re-adjusting system pressure (if needed)
• Cleaning the condensate trap (if needed)
• Checking that the boiler is activating and locking out safely
• Checking that the ventilation and flue are per current Gas Safety Regulations
• Annual service carried out by a Gas Safe Engineer*

We’ll get in touch with you if you have a HomeZilla Service Plan to schedule an appointment with an authorised Gas Safe engineer.
All boiler services take place between the months of May and September.

Breakdown call-outs with repairs of your boiler and thermostat. 

*BER Boiler (Beyond economical repair) – If we deem your boiler to be BER and it’s under seven years old, we may decide to replace it. If it’s over, we may offer you a special WarmZilla discount of up to £400 for the replacement. 

Unlimited callouts with no limit on the value of each repair, including all parts and labour.

Repair only to your heating system, including central heating pumps, motorised valves, radiators, radiator valves and central heating pipe work. 

Unlimited callouts with no limit on the value of each repair, including all parts and labour.

Repair only to leaks on your hot and cold water pipework inside your home between the stopcock and your taps or appliances.

Repair only to dripping taps, leaking toilets, syphons and ballcocks.

Inclusive of blocked or leaking internal or external waste pipe work and drains that you are responsible for within your boundary.

Unlimited callouts with no limit on the value of each repair, including all parts and labour.

*Replacement of toilets, basins, baths, showers, taps, drain covers, below-ground pipework and kitchen sinks are not included in this agreement. Unlimited callouts with no limit on the value of each repair, including all parts and labour.

Repair only to the mains wiring and electrics, including circuit breakers, fuse boards, switches and sockets inside your property that connect to the main supply.

*Replacement of light fittings, outside lights, garden/garage/outhouse lighting, light bulbs, extractor fans or appliances are not included in this agreement. 

Unlimited callouts with no limit on the value of each repair, including all parts and labour.

• Boiler models: Potterton Powermax, Britony, Chaffoteaux, Sime, Servowarm and Elm Le Blanc; or any make or model of back boilers.
• Heating systems that are powered by anything other than natural gas.
• Issues caused by limescale, sludge or poor maintenance of the system, such as replacing heat exchangers or other faults caused by limescale. We will provide a report if needed.
• Faults occurred before you entered this agreement or within the first 14 days after entering into this agreement.
• Faults that haven’t been reported within 24 hours of you becoming aware of them.
• User tasks which are outlined in your user guide, such as; programming thermostats, re-pressurising your system and or bleeding your radiators. We’ll, however, provide advice on Live Chat and in our blog content.
• We’ll only cover heating systems or appliances that were installed by a Gas Safe engineer. The appliance must be maintained and used according to the guidelines provided by the manufacturer, i.e. serviced annually by a Gas Safe engineer.
• Trace and access (work required to locate the fault) are usually covered by your home insurance (no need to pay twice). Once the problem is found and accessible, we will happily return and fix it.
• Damages caused by extreme weather conditions – to mention a few; 
  • frozen pipes or any faults caused by freezing weather.
  • boilers that have been flooded or submerged in water.

• Damages caused to property internally or externally to carry out any repair or maintenance you requested
• Showers and shower pumps.
• Any upgrades or improvements to your heating system.
• Any damages covered by any insurance policy.
• Non-standard systems or parts such as towel rails, underfloor heating, swimming pools and renewable energy.
• Boilers or systems located within a residential property and not exclusively designated for domestic use.
• Faults occur when your property has been unoccupied for over 30 days.
• Replacement of consumable items, such as external fuses, batteries, etc.

What’s a Beyond Economical Repair (BER) Boiler? 

From a financial standpoint, BER Boilers are not viable to repair.

An independent Gas Safe heating engineer will visit the property for a boiler service or repair. Following their visit, they’ll submit a report which includes requirements for a repair.

At this point, an assessment will be carried out. The assessment will include the total cost of repairing your boiler (i.e. cost of the parts and labour), and it will compare it to the current value of the boiler, taking into account depreciation at the rate of 10% per year.

If the total cost of repairing your boiler is 60% or more than the current manufacturer’s retail price, the boiler is deemed BER.

What happens next?

If your boiler is under seven years old and we deem it Beyond Economical Repair, we may decide to replace it free of charge.

On the other hand, if your BER boiler is over seven years old, we may offer a special WarmZilla discount of up to £400 for a boiler replacement.

Beyond Economical Repair inclusions and exclusions

We’ll only fix the boiler if these conditions are met;

• You can provide the installation commissioning checklist and service records as evidence that your boiler has been installed by a Gas Safe engineer and serviced according to the manufacturer’s guidelines.
• None of the faults was subject to our exclusion list.
• Your boiler cover plan was purchased at least 6 months before the boiler was deemed BER, and you’ve been an active customer with full payment history ever since.
• We’ll only replace boilers which are under seven years old and deemed BER if they were supplied and installed by us. 
• We are not responsible for the costs of any upgrades required to meet current regulations. 
• Your BER boiler replacement options are determined by WarmZilla engineers.
• Like-for-like replacements do not form part of this agreement. WarmZilla will always supply products suitable for the home that are covered to enable correct operation. 

If your boiler is deemed BER and you’re not eligible for a boiler replacement or a contribution towards a new boiler, you’ll be entitled to cancel this agreement without any termination fee.

• We’ll use your personal data in accordance with our privacy policy.
• We’ll fulfil our obligations under this agreement within a reasonable timeframe unless circumstances beyond our reasonable control prevent us from doing so, i.e. adverse weather, illness, vehicle issues, or supplier delays.
• This agreement is exclusively for your benefit, and no other individuals can benefit from it.
• WarmZilla guarantees all the repair work for 30 days from the date of repair completion.
• No callouts or repairs are permitted in the first 14 days from contract commencement.

Your 12-month HomeZilla contract begins on the day you purchase your plan by signing up via Direct Debit.

Your HomeZilla plan contract lasts 12 months from the day of contract commencement. Your plan will continue on a rolling one-month contract after the initial 12-month period has expired.

Your contract will continue on a rolling monthly basis beyond the initial 12-month agreement if you do not choose to cancel.

If you wish to cancel your HomeZilla cover plan, please contact us within the last 28 days before the renewal date.

If you’d like to cancel your HomeZilla cover plan, you can do that at the end of each contract term by giving us notice (via email – ask@warmzilla.co.uk) in the last 28 days of the contract.

Cancelling your contract during the cooling-off period

You’re free to cancel your HomeZilla cover plan during the cooling-off period (the first 14 days), but you have to ensure that these terms are met;

• You can cancel during the first 14 days and get a full refund if we haven’t carried out any work under this plan. We’ll refund everything you have already paid for during that period.
• If we have carried out work (or supplied products) during the first 14 days, you can cancel your HomeZilla cover plan after paying us for our work and the products we provided in the cooling-off period.

Cancellation as a result of a price increase 

If we inform you about an increase in your fixed fee, and you choose to terminate your agreement, no additional charges will be incurred after we receive your notice.

We reserve the right to cancel your HomeZilla cover if;

• We have been supplied with false information by you.
• Failure to pay for the plan.
• We deem your system to be unsuitable for our support plans. 

Should we decide to terminate the contract for the reasons mentioned, we’ll contact you beforehand to discuss your options.

Cancellation fees

If you wish to cancel your contract outside of the cooling-off period, you must pay the remaining balance in full. 

If you cancel your Direct Debit before your 12-month period has concluded, we’ll contact you to collect payment.

If another Direct Debit or any payment alternative is not set up for the remainder of the contract, and there’s an outstanding amount, we’ll retrieve the amount owed to WarmZilla through other means.

• All our HomeZilla cover prices include VAT.
• Any arrears in your account must be settled before you receive your annual service from WarmZilla. Any default of payment may incur an administration charge of £25.
• Your monthly fee is fixed for the duration of your contract, but WarmZilla reserves the right to increase your contract amount after the initial 12-month period. You’ll be notified in advance of any price changes.
• Only one coupon/discount code can be used with each purchase – this also applies to other WarmZilla-affiliated companies’ discount/coupon codes.

• Before our visit, you must ensure that any permissions, licences, or permits are obtained – including but not limited to; any landlord permission, building, or planning consent.
• Your boiler and heating system must be accessible to the engineer attending to complete your service. There should be enough clearance around the boiler for the engineer to access equipment safely; if this is not the case, the engineer may need to re attend once safe access is available.
• If there is any asbestos at your property, we cannot carry out the service until you have provided WarmZilla with a “certificate of reoccupation” to prove that all asbestos has been removed from the property.
• You’ll need to provide access to the property at the allocated time. Failure to provide access on the allotted service date (no show) will incur a cost of £50 to cover engineer travel time and costs.
• Your annual service will only commence as long as it is safe for the engineer to do so. An alternative date to revisit will be arranged if your home is deemed unsafe to work in, which may incur an additional cost. An adult is required to attend the property during the engineer‘s visit.
• WarmZilla takes no responsibility for any loss of rental income or any other outlay of costs due to delayed services or delays in issuing Gas Safety Certificates.
• If work is carried out by WarmZilla under false or inaccurate information, WarmZilla will seek compensation for any losses; this may include court fines and penalties.

Contact details (opening hours)

Your HomeZilla cover policy will be available in your WarmZilla Home Hub ‘my subscription’, and you can find the cover’s terms and conditions in ‘my documents’.

You can get in touch with us on live chat if you have any questions or need any information. You can also email us at ask@warmzilla.co.uk.

Request a boiler repair

To report a fault, please fill out the HomeZilla cover form, and we’ll contact you to arrange a visit.

The contact form is accessible 24 hours a day and manned 7am – 8pm 365 days per year. We aim to respond within 2 hours (seasonal delays may apply).

For non-emergency assistance

Once you fill out the HomeZilla cover form, we’ll contact you during our office opening hours which are; (8am – 6pm) Monday to Friday, and (9am – 2pm) Saturday. We’re closed on Sundays.

For emergency support

As soon as you complete the HomeZilla cover form, our technical support team will review it and reply within 2 hours (seasonal delays may apply). Examples of urgent emergency matters are; uncontrollable water leaks and/or loss of power.

To report a gas or carbon monoxide emergency, or if a pipeline is struck (even if no gas leak has occurred), call the National Gas Emergency Service on 0800 111 999.

If you’re experiencing a power cut, call 105 from your handset for free national assistance.

Our aim is to provide you, at all times, with a first-class standard of service. However, there may be occasions when you feel that this objective has not been achieved. We take your complaints seriously and will deal with your complaint swiftly.

All complaints must be submitted through our ‘Contact Us’ page using the enquiry form, then select ‘complaint’ as the nature of the enquiry.

Our staff members will review the complaint and respond promptly with feedback and/or a resolution. It is very important as a company we review the complaint in depth, which may take some time, but we aim to resolve all complaints and provide any resolutions within 30 days of receiving them.

If the complaint includes insurance companies and/or external bodies, the 30 days may increase due to circumstances out of our control.

The Company is not liable for any loss of profit, loss of business, business interruption, or business opportunity under any circumstances.