TotalCare ‘Service Plan’ Terms and Conditions

Your Service 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.

Your Service Plan does not cover the repair or replacement of:

• Your boiler
• Your controls, flue or flue terminal
• Your gas supply pipe
• Your central heating system or radiators
• Showers or taps

If your property is tenanted then you will require the Landlord Service Plan. Please ensure you select the correct plan when you sign up or your service 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 ask@warmzilla.co.uk 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 Service plan with WarmZilla includes the following:

• Annual Boiler Service
• Carbon Monoxide Test
• Gas Safe Check
• Email Certificate
• Engineer Visit
• Annual Reminder
• Gas Safety Certificate (*Landlord plans only)

Your Service plan with WarmZilla DOES NOT include the following:

• General maintenance including, but not limited to, descaling of central heating pipes, adjustment to the timing and temperature controls of the domestic gas central heating system, bleeding of radiators, and pressure issues
• Maintenance or replacement of any part of your heating system (radiators, pumps, valves, controls etc)
• Corrosion or any work arising from hard water scale deposits
• Removal of sludge or hard water scale from the protected system
• The repair or replacement of any part which has ceased to function
• Faults on your boiler or central heating system
• Investigating or locating a leak