TotalCare ‘HomeSafe Plan’ Terms and Conditions

TotalCare ‘HomeSafe Plan’ Terms and Conditions Matty September 16, 2022


Terms and conditions without the Legalese

Please read the Terms and Conditions carefully, as they contain very important information about your care plan.

If you require any information about our Terms and Conditions, please email us at

WarmZilla Limited, Capital Tower, Greyfriars Road, Cardiff, CF10 3AG
Registered in England & Wales | Company No. 09301554 | VAT No. 304870905
WarmZilla Limited are Authorised and Regulated by the Financial Conduct Authority (FRN 815093) for credit broking.

This contract represents a maintenance agreement between WarmZilla and you, the customer. Our Plans are not categorised as insurance products and therefore insurance regulation does not apply.


HomeSafe Plan Contract (Version 1.1 – 13th January, 2022)

Your 12 month ‘HomeSafe Plan’ contract begins on the day you purchase your plan by signing up via Direct Debit. Failure to notify WarmZilla of any pre-existing condition affecting your boiler, flue, controls, radiators, pipework or your central heating system may result in your policy being invalidated.

Your ‘HomeSafe Plan’ contract lasts for 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.

Cooling off: There is a 14 day cooling off period after purchasing your HomeSafe Plan. You will receive a full refund for any fees paid, minus any costs incurred to WarmZilla as a result of setting up your account. If any work is carried out within the cooling off period, then you will be required to pay the outstanding amount on the rest of your contract.

Cancellation If you wish to cancel your contract outside of the cooling off period, you will be required to pay the remaining balance in full. If you cancel your Direct Debit before your 12 month period has concluded, we will contact you to collect payment. If another Direct Debit is not set up or payment for the remainder of the contract is not received, we will retrieve the amount owed to WarmZilla through other means.

Missed payments: Any arrears in your account must be settled before WarmZilla will attend your property for any reparation work. Any default of payment may incur an adminisatration charge of £25.

Price changes: Your monthly fee is fixed for the duration of your contract but WarmZilla reserve the right to increase your contract amount after the initial 12 month period. You will be notified in advance of any price changes.

Your HomeSafe Plan includes an annual service from a Gas Safe registered engineer employed on a sub-contracted basis by WarmZilla. After your boiler has been successfully serviced, you will be presented with a gas safety certificate.

If your property is tenanted then you will require the Landlord HomeSafe Plan. Please ensure you select the correct plan when you sign up or any work related to your plan may be delayed.

You are required to keep WarmZilla updated with any changes to your personal information or your heating system. If you move home or make any changes to your boiler or central heating system, your policy may no longer be valid, please contact to discuss your policy.

WarmZilla Totalcare plans are only valid for domestic properties, your policy will be invalidated if your boiler is located in a commercial property.

By taking out a TotalCare plan you agree to being contacted by WarmZilla regarding your plan and any other product that might be of interest. For full information about how WarmZilla manage your data please read our Privacy Policy and Cookie Policy.

Arranging your service:WarmZilla will contact you to arrange your annual service approximately one month prior to your service due date.

First service: If your boiler has not been previously serviced by WarmZilla, then you will require a ‘First Service’. In periods of local or national high demand for our services (such as cold weather), we prioritise breakdowns and may need to delay your first service. After you have received your first service, we will conduct an annual service thereafter, on or close to your service date.

Attending your service:Your boiler and heating system will need to be accessible to the engineer attending to complete your service. There should be enough clearance around the boiler for the engineer to safely access equipment, if this is not the case, the engineer may need to reattend once safe access is available.

If there is any asbestos present at your property, we will be unable to 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.

The customer will 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.

Safety: 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, this may incur an additional cost. An adult is required to be in attendance at the property during the engineer‘s visit.

Third Party Warranties: It is the customers responsibility to make sure that the warranty is not affected on any appliance covered by third party warranties. WarmZilla will not be liable if any work carried out on your system doesn’t comply with the manufacturer’s warranty.

Rental Properties:WarmZilla take no responsibility for any loss of rental income as a result of delayed services or delays to the issueing of Gas Safety Certificates.

Whilst every effort is made to ensure the inspection dates are met, the company reserves the right to delay for reasons beyond the companies control i.e. adverse weather, terrorism, illness, pandemics, vehicle issues, supplier delays. The customer shall not hold the company responsible for any losses or expenses incurred.

It is the customers responsibility to ensure any permissions, licences, or permits are obtained prior to a visit. This includes, but is not an exhaustive list, any landlord permission, building, or planning consent/ 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

Price changes: Your monthly fee is fixed for the duration of your contract but Warmzilla reserve the right to increase your contract amount after the initial 12 month period. You will be notified in advance of any price changes. 

Moving your contract to an insurance contract: If WarmZilla become an insurance provider in the future, you agree that we can move you to an insurance contract at your next renewal, or earlier if you or the regulator request it. This will not affect the price or terms of your agreement on your current plan.

Your HomeSafe plan with WarmZilla includes the following:

  • Flue, any repairs or replacements including the terminal
  • Controls, including the programmer, central heating pump, motorised zone valves and thermostats
  • Radiators (repairs only), radiator valves, expansion tank, bypass valves and auto air vent valves
  • Pipework which forms your heating system
  • Annual service, including carbon monoxide test and gas safety certificate

Your HomeSafe plan with WarmZilla DOES NOT include the following:

  • Boiler (any malfunctions with your boiler are covered under your manufacturer’s warranty/guarantee)
  • Any parts or pipework damaged by sludge or limescale
  • Electrical “Terminal Ends” (such as light fittings, light bulbs, extractor fans, electric showers, domestic appliances)
  • Air or ground source heat pumps
  • Smart or internet connected thermostats or devices
  • Systems or controls for underfloor or outdoor heating
  • Showers, taps, toilets, internal & external drains
  • Damage caused by extreme weather conditions
  • Trace and access (work required to locate a fault)
  • Damage caused in order to carry out repair or maintenance you requested
  • Radiators, cylinders or tanks deemed beyond economic repair

Any faults on your central heating system caused by you or someone you commissioned to work on your system will invalidate your policy, with no refund due.

WarmZilla plans only cover systems that are powered by natural gas.

Reasonable Time to Visit: Please allow reasonable time for WarmZilla to arrange an engineer to visit your property to carry out repairs. If something beyond our control makes your visit impossible (force majeure, vehicle breakdown), we’ll inform you as soon as possible and arrange a visit at a suitable time.

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