Terms & Conditions

These terms and conditions (“terms”) govern the HeatGlow HeatShield membership contract between the customer (“you”) and HeatGlow (“we”/”us”). Please read these terms carefully, as they contain important information about your boiler service plan.

1. Membership Overview

The HeatShield membership allows you to spread the cost of your annual boiler service over 12 equal monthly payments. This plan includes:

• Annual Boiler Service: Scheduled after 12 consecutive monthly payments.
• Unlimited Waived Call-Out Visits: For diagnosis and minor quick fixes only. Parts are not included.

2. Annual Boiler Service

If you choose to make the annual payment upfront, you’ll have access to our boiler service anytime throughout the year.

Or, after we receive 12 consecutive monthly payments, we’ll reach out to you within 30 days to schedule your annual boiler service.

• Inspection by a Gas Safe registered engineer.
• Cleaning and adjustment as necessary.
• Issuance of job report/certificate.

Additional recommended or required works are not covered under the membership but will be quoted separately with a 10% discount applied (excludes specific services such as shower repairs, drainage, etc.).

3. Waived Call-Out Visits

Members are entitled to unlimited waived call-out visits. These include:

• Diagnosis and minor repairs.
• Exclusion of any parts required for the fix.
• Multiple visits for faults or repairs that have not been carried out based on our recommendation on previous visits may incur a callout charge.

4. Membership Renewal & Cancellation

• Auto-Renewal: The membership auto-renews until canceled by you. We will contact you by email, text, or phone to arrange the service. If we cannot reach you after reasonable efforts, the contract will terminate after 30 days, with no refund.
• Cancellation: You may cancel at any time in writing or via email. Cancel within the first 14 days for a full refund. No refunds are provided for cancellations after this period.

5. Service Conditions

• Working Hours: Services are available Monday to Friday, 8 am to 4 pm. Details of any changes are on our website.
• Access: If we cannot access your property or boiler at the agreed time, a failed call-out charge may apply.

6. Service Exclusions

• Parts & Repairs: The plan does not cover parts required during service or repairs due to malfunction, misuse, or breakdown.
• Safety Measures: Unsafe appliances will be isolated and labeled as per Gas Industry Unsafe Situations Procedure (GIUSP), canceling the contract with no refund.

7. Data Privacy

• Data Collection: We collect and store personal and property information on a secure, password-protected CRM system.
• Data Use: Information is used for service fulfillment, including sharing with approved contractors or governing bodies as necessary.
• Marketing: We may use images of our work (excluding identifiable details) for marketing. You can opt out of marketing emails via the unsubscribe link.
• Your Rights: You have rights under GDPR, including data correction, transfer, access, or withdrawal.

8. Changes to Terms

HeatGlow reserves the right to modify these terms without prior notice. Updated terms will be available on our website.

For more details, visit www.heatglow.co.uk.

Contact Information:

• HeatGlow: www.heatglow.co.uk
• Phone: 02922 805935