Service Cover Eligibility and General Conditions

To qualify for any Care Plan, a preliminary annual service and inspection is mandatory. This ensures your boiler is in a serviceable condition and not beyond economical repair (BER) before cover commences. If our engineer determines the boiler is BER, we will offer a complimentary, no-obligation survey and quotation for a replacement system. While the fee for the initial service remains payable, it will be fully credited against your installation invoice should you accept our replacement quote. If you decline the quote, the service fee remains due. Please note that any replacement parts required during this initial suitability visit are chargeable; this condition applies only to the initial visit and not to subsequent renewals.

Duration and Renewal Coverage becomes effective immediately upon acceptance following the successful completion of the initial service. The contract runs for a 12-month term. We will email you renewal details prior to the contract end date. Renewal premiums are not affected by the number of claims made during the term, though they may be adjusted in line with national inflation rates. We will provide at least 28 days’ notice of any price changes, during which time you may cancel or modify your plan. The policy automatically renews on the anniversary of your start date unless you notify us of cancellation.

Payment and Invoicing Payment is due immediately upon receipt of the invoice once the service is completed. Failure to settle the invoice within 28 days may result in the forfeiture of your cover; subsequently, any future call- outs will be billed at our standard rates. We accept payments via recurring annual transfer or monthly Direct Debit through GoCardless. Please be aware that cancelling a monthly Direct Debit during an active contract term will result in an immediate invoice for the outstanding balance of the year’s cover.

Exclusions While many of our plans cover the cost of replacement parts, they do not cover the complete replacement of appliances, such as air source heat pump, hot water cylinders, or air conditioning units. If an appliance is deemed beyond economical repair, we will provide a competitive quotation for a replacement that reflects your status as a plan member.

Contract Scope and Moving Home

This Agreement applies exclusively to the specific boiler or appliance at the property where the initial annual inspection took place. The contract runs for a fixed 12-month term. If you move house within this period, the contract (and your obligation to pay for it) remains active for the original property; we do not offer refunds if you move or change ownership. To cover appliances at your new home, a fresh annual service and a new contract will be required. Please notify us immediately if you move house or if your contact details (phone/email) change so we can keep our records current. You must also inform us of any physical changes or damage to the covered system.

Access and Appointments

We require reasonable access to your property to perform the Services. We will schedule visits based on your availability and preferences. Please ensure access is possible at the agreed time. If you need to reschedule, we ask for as much notice as possible. A responsible adult (aged 18+) must be present during the visit unless we have pre-agreed that the engineer can attend unaccompanied.

Safety and Conduct

Our engineers need a safe environment to work in. We will not perform work outside the agreed cover without first providing a quote and receiving your approval. If our engineer cannot access the equipment due to safety hazards, the condition of the property, or if they face abusive behavior (verbal or physical), the visit will be aborted, and you may be charged.

• Asbestos: If asbestos is discovered, you (the homeowner) are responsible for arranging and funding its removal before we can proceed.

• Accessibility: You must ensure the appliance is accessible. We carry standard ladders; if specialist access equipment (e.g., scaffolding) is required, this will incur an additional charge or must be provided by you.

Tenant Permissions

Tenants are welcome to book appointments directly, provided they have received prior authorization from the landlord or letting agent.

Service Response and Scheduling

As a customer enrolled in a care plan, we guarantee attendance at your property withing 48hours of booking.

XKYEnergy Limited does not offer an emergency cover outside of these stipulations. This means that standard coverage excludes evenings, nights, weekends, and statutory Bank Holidays. We offer only limited service availability during the period between Christmas and New Year.

Should you choose to hire an external third-party company for out-of-hours services, XKYEnergy Limited holds no liability for those associated costs.

While attendance cannot be strictly guaranteed, we will make every effort to attend during an evening or weekend if the nature of the call warrants an urgent response. For true out-of-hours emergencies, Care Plan customers should dial 0131 261 7880 and choose option 6 to leave a detailed voice message. These lines are monitored outside of standard business hours.

Parts, Repairs, and Call-Outs

Once a fault is diagnosed and a replacement component is required, we commit to resolving the issue within reasonable timeframes. Although XKYEnergy Limited engineers maintain an extensive stock of parts and materials, we cannot ensure immediate availability of every component due to the vast range of boilers and system variations. Where we are unable to complete the repair during the initial visit, we will promptly communicate the estimated ordering lead times and schedule a subsequent follow-up visit as soon as the part arrives. A significant benefit for Care Plan customers is the waiver of call-out fees; consequently, any sequential visits needed to finalize the repair will be at no extra expense to the homeowner.

Personnel

XKYEnergy Limited typically dispatches its own staff to carry out the necessary work, but in certain instances, we may utilize aqualified third-party contractor. All external contractors are meticulously vetted to the highest criteria and are required to uphold XKYEnergy Limited’s strict service standards and operational philosophy.

General

The Care Plan options we provide offer extensive protection across a broad spectrum of services. We do not impose an excess fee for utilizing our services, and there is no maximum limit on the number of call-outs or repairs you can request, subject always to the specific terms outlined in your individual policy.

We are not responsible for cosmetic damage or aesthetic deterioration resulting from failures within your central heating, plumbing, or electrical systems. XKYEnergy Limited will only assume liability for such damage if it is proven to be directly caused by negligence during an installation carried out by us within six months of the damage being reported.

We are not obligated to repair or replace components exhibiting malicious, intentional, or non-accidental damage. Furthermore, coverage will not apply to faults or damage resulting from the intervention of an unauthorized third party, extreme or unforeseeable external variables (e.g., lightning or flooding), or other severe weather conditions, provided our engineers determine this interference to be a contributing factor to the reported fault.

Exclusions

The Care Plan does not include basic maintenance tasks that do not require qualified engineers, such as defrosting pipes, replacing batteries, routine system top-ups, or resetting controls. We are also not responsible for faults within the system that are linked to underlying issues with the supply of gas, oil, water, or electricity.

Guarantee and Sludge Exclusion We guarantee to rectify any faulty work we have performed or replace any defective parts we have supplied for a period of twelve months from the date the work was completed.

Issues arising from sludge and debris within the system are explicitly not covered by the Care Plans. Over time, debris accumulates in gas central heating systems, which can lead to blockages, reduced efficiency, cold spots in radiators, and potential boiler breakdowns. If an engineer advises that a power flush is required, subsequent call-outs may become chargeable if the fault is determined to be caused by sludge buildup.

Contract Termination and Liability

XKYEnergy Limited reserves the right to terminate the contract at any time, providing a proportional refund for the remaining unused cover period. XKYEnergy Limited is not liable if it cannot fulfil its contract obligations due to Force Majeure or industrial disputes. XKYEnergy Limited shall not be responsible for covering expenses related to temporary secondary heating or temporary accommodation costs incurred by the customer.

Making a Booking

You can book online at xkyenergy.com/contact, call 0131 261 7880 or email info@xkyenergy.co.uk. If you are unsure about your booking, please contact us for clarification. You may cancel an appointment at any time, but we appreciate 48 hours’ notice.

Cancelling Your Plan

You can cancel your Care Plan by calling call 0131 261 7880 or email info@xkyenergy.co.uk. If you cancel within the 14-day cooling-off period, you will receive a refund, minus the cost of the initial boiler service if it has already been completed.