• During the Term, we shall:

• perform the Annual Service (the scope of this Service shall be as specified in the Pack and will be the same regardless of whether you are receiving the Boiler Shield or Boiler Shield Plus Maintenance Services – if you have not received your Pack or if you require a further copy then please contact Certas Energy to request this); and
• upon request, use our reasonable endeavours to perform the required Emergency Repairs (in accordance with Condition 6.10),

in each case subject to, and in accordance with, the terms of the Contract.

• We will only be obliged to provide the relevant Services during the Term if:

• your Boiler: (i) is a standard domestic boiler and it has not been modified (other than in accordance with the manufacturer’s instructions); (ii) has been correctly installed and maintained;

(iii) complies with any and all relevant laws, regulations and standards; and (iv) is of a make and model which is covered by our Maintenance Services (as detailed in the Pack). Boilers more than 20 years of age are excluded from our Boiler Shield Plus product but we may agree to service such boilers under our Boiler Shield product subject to a satisfactory initial inspection and the provisos set out in this Condition 6.2;

• we are able to obtain any Parts required to perform the Services on reasonable commercial terms;
• it is safe and practicable for us to provide the Services at your Residence. The decision to change or disturb a part during any visit is dependent upon the risk assessment carried out by our engineer on site. We reserve the right not to change any part, including filters, where a heightened risk is associated with its replacement, including unsafe or restricted access to

the boiler and its associated ancillary equipment. This includes any part/pipework that is neither visible nor readily accessible to the engineer, buried or partially buried below ground or routed within the fabrication of the building, or installed in a position where it would not normally be found; and

• you have obtained any and all necessary consents and permissions required for us to provide the

If we believe that you have failed to comply with any of the conditions set out above then we may terminate the Contract with immediate effect, without any charge to you or any liability on our part.

• The Term of the Contract is 12 months and at the end of the initial Term it shall automatically renew (for Boiler Shield and Boiler Shield Plus customers respectively) for a further Term (and so on) unless or until the Contract is cancelled under Condition 6.6 or Condition 6.9.
• During each Term we will issue an appointment notice to you in respect of your next Annual Service, which will include a proposed date for some time during our normal operating hours and in the following 2 to 6 This appointment notice will also include details as to our updated Charges for our Boiler Shield Maintenance Services.
• If the proposed appointment date is not convenient then we ask that you call the contact number set out in the appointment notice to arrange an alternative If, however, you do not wish to receive our Boiler Shield or Boiler Shield Plus Maintenance Services at all then you may cancel the Contract by giving us

notice in accordance with clause 6.9 below – such termination will be without any charge to you (other than in respect of any Services performed prior to the date of termination) or any liability on our part.

• We may terminate the Contract at any time with immediate effect if you breach any term of the Contract, or on one month’s notice without cause, without any charge to you or any liability on our part (other than to refund to you any Charges made in respect of Maintenance Services which have not been provided as at the date of termination).
• If we have agreed a date with you on which we are to provide the Annual Service then:

• we will use our reasonable efforts to perform the relevant Maintenance Services on that date (and within the window of time notified to you (if any)); and
• you must ensure that our engineer can gain access to your Residence so as to perform the Maintenance If you fail to do so and as a result we are unable to perform the relevant Services then we reserve the right to invoice you the Failed Appointment Charge.
  • All appointment dates and times are subject to availability and change although we will endeavour to notify you as early as possible if we are unable to make the relevant appointment date or time.
  • Your right to cancel: you may cancel the Contract at any time by contacting us using the cancellation form available on our website at certasenergy.co.uk, by calling 03457 620 620 or by email at heatinginfo@certasenergy.co.uk
• If the Contract is cancelled under this Condition before the Annual Service is performed and you have made any payment in advance then we will refund these amounts to you;
• If, however, the Contract is cancelled after the Annual Service has been performed (in accordance with the terms of the Contract) then no refund is due to you.
• If the Annual Service or any other services are to be performed within 14 days from the date the Contract is formed or an annual renewal date then we will not start any Services or the Annual

Service unless you clearly ask us to do so. You can ask by telephone or in writing. If you ask us to start any Services during the 14 days from the date that the Contract is formed or an annual renewal date then if you decide to cancel the Contract during those 14 days you must pay us for the Services provided up to the time you cancel. You must pay an amount which is in proportion to what we have done in comparison with the total amount due under the contract.

Where we repay you, we will use the same method of payment you used to pay (unless you agree otherwise); we will not charge you any fees to repay you. If we are allowed to charge you for any Services we have provided we may either take this out of what we repay you or ask you to pay the amount to us.

2.10              If you need emergency repair services from us:

• If, during the Term, your Boiler fails to function correctly then you may call the emergency call out number set out in your Pack (or visit our website for contact details certasenergy.co.uk) to request the provision of Emergency Repairs.
• Our ability to undertake Emergency Repairs is subject to the availability of our engineers, though we will endeavour to ensure that one of our engineers is available to review the situation and attempt to remedy the problem(s) during our normal operating hours (which are 8am to 5:00pm Monday to Friday and 9am to 12 noon on Saturday).
• Boiler during our initial visit but if we are unable to do so, or we need to order Parts, then we will arrange for one or more follow-up visits as required. If you receive our Boiler Shield Maintenance Services then you will be charged a callout charge, together with a charge based on the time and materials required, with any subsequent visits relating to the same callout being charged on a time and materials basis only (in accordance with our rates in effect as at the date of the relevant visit). If you receive our Boiler Shield Plus Maintenance Services then you will not be charged for your initial emergency callout during the Term in respect of an Emergency Repair. However, any subsequent emergency callout will be charged at a rate of £60 (plus VAT) for each callout (whether related to a previous Emergency Repair or not). Boiler Shield Plus customers will also be charged to the extent that any repair is outside the scope of the Boiler Shield Plus cover (such charges being calculated on the same basis as for Boiler Shield customers).
  • We shall ensure that all of the engineers we use are either employed by us or have been approved by us and that in each case they have the necessary qualifications to perform the Services in accordance with these We can not be held responsible if a third party attends to the boiler and associated equipment without Certas Energy being given reasonable opportunity to call.
  • Any Part(s) which we supply and fit in connection with any Emergency Repair or Annual Service shall comply with the warranties set out in Condition 8. Please note that: (i) we will only fit Part(s) (and/or consumables) to your Boiler which we have supplied; and (ii) we do not supply Part(s) (and/or consumables) to be fitted by you or by any third party.
  • Boiler Shield and Boiler Shield Plus service plans exclude pipe-work alteration and flue Such work may be available by agreement.
  • Boiler Shield and Boiler Shield Plus, where the service plan provides Cooker protection, excludes hot/ top plates, cooker casing/doors or lids, cooker thermometer, and ceramic baffles. Additionally, not all types of Cooker will be accepted on either Boiler Shield or Boiler Shield Plus service plans and acceptance to them is subject to the inspection that is completed on first visit.
  • Boiler Shield and Boiler Shield Plus service plans exclude the cost of adding or replacement of inhibitor to a system irrespective of whether there is a requirement to drain the system to carry out other works.
  • Boiler Shield and Boiler Shield Plus service plans exclude the cost of callout and repairs as a basis of oil run-
  • Some Baffles are problematical to remove and in such circumstances involve additional time to the normal service schedule. Any additional charges will be advised before proceeding.