27/04/2026
Service Plan Terms & Conditions
These Terms & Conditions form the agreement between you (“the Customer”) and V2 Services Ltd (“we”, “us”, “our”).
1. Definitions
Service Plan – The level of cover you have selected. Full details are outlined in Section 2.
Boiler – A gas appliance within a domestic property used to provide heating and/or hot water.
Heating System – Includes pipework, circulation pump, motorised valves, standard radiators, radiator valves, programmers/timers, room thermostats, and pressure controls.
Plumbing System – Includes taps, hot and cold pipework, cold water storage tanks, toilet faults, ball/float valves, stopcocks, gate valves, and above-ground drainage. This excludes underground pipework or pipes embedded in concrete.
Start Date – The date your contract begins, as stated in your agreement.
Customer / You / Your – The person entering into this agreement.
Force Majeure – Events beyond our reasonable control, including but not limited to strikes, labour shortages, supply issues, or delays.
Contract – The agreement between you and us to provide services under your chosen plan.
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2. Service Plans & What’s Included
Bronze Plan
* Qualified and DBS-checked engineers
* Annual boiler service or landlord gas safety check*
* Radiator bleed during annual visit
* Gas supply check
* Heating controls inspection
* Dedicated support line
* 10% discount on labour
Silver Plan
Includes everything in Bronze plan, plus:
* Full system balancing
* Heating system repairs (excluding boiler)
* Parts and labour included**
* Up to 2 callouts per year***
* Protection from unexpected repair costs
Gold Protection Plan
Includes everything in Silver, plus:
* Boiler repairs included
* Unlimited callouts***
* Boiler replacement cover #
* Must be booked between January–November unless agreed otherwise
** Subject to limits (see exclusions)
*** Callouts apply only where a genuine fault exists. Non-covered issues may be chargeable.
Standard hours are Mon–Fri, 08:00–17:00.
# Boiler must be under 7 years old and beyond repair. Proof of age required.
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3. Contract Term & Renewal
Your agreement runs for a minimum of 12 months from the first payment date. It will automatically renew annually unless cancelled by you or declined by us.
If you cancel after receiving a service within the first 12 months, the cost of that service may be charged, minus any payments already made.
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4. When Your Plan May Be Cancelled
Your plan may be invalidated if:
* False or misleading information has been provided
* Payments are overdue by more than 7 days
* Existing faults are identified during the first visit
* Recommended repairs or system improvements are not carried out
* Work is completed by third parties without approval
* Health and safety concerns arise at the property
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5. General Conditions
Acceptance onto a plan does not confirm that your system meets current standards. We are not responsible for issues caused by original installation or design faults.
We are not liable for delays in obtaining parts and may use suitable alternatives where necessary.
Parts will only be replaced where repair is not practical. Decisions on repair vs replacement are at our discretion. Standard radiators will be used where replacements are required; designer radiators and towel rails are excluded from replacement cover.
Damage caused by sludge, scale, or debris (including heat exchangers) is not covered.
Older boilers may develop noise due to wear and tear—this is not considered a fault.
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6. Boiler Replacement
If a boiler under 7 years old cannot be repaired, we will replace it on a like-for-like basis (proof required). Boilers over 7 years old will be eligible for a discounted replacement instead.
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7. Access
You must provide reasonable access for repairs. If access is restricted, we may charge for additional time or request that obstructions be removed before work begins. We are not responsible for reinstating areas unless damage is caused by our negligence.
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8. Charges
If your plan is cancelled during the contract period, we may charge for any work already carried out at our standard rates.
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9. Annual Service
Where included, we will attempt to arrange your annual service, but it remains your responsibility to ensure it is completed within the contract period.
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10. System Flushing
If a system flush is required, we will provide a quotation. Continued cover may depend on this work being completed.
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11. Exclusions
Your plan does not cover:
* Pre-existing faults or design issues
* Damage caused by you or third parties
* Property damage resulting from system failure (e.g. leaks damaging floors or ceilings)
* Issues caused by sludge, scale, or blockages
* System cleaning, inhibitor addition, or descaling
* Weather-related damage (including freezing)
* Removal of hazardous materials (e.g. asbestos)
* Decorative components (casings, paintwork, batteries)
* Hidden flue components
* Gas supply pipework from the meter
* Fire, flood, or natural events
* Delays due to parts availability
* Accidental or malicious damage
* Routine maintenance (e.g. repressurising, bleeding outside service)
* Repairs exceeding £500
* Showers, taps, sanitaryware replacements
* Underground drainage or mains supply pipes
* Microbore pipework
* Boiler repairs exceeding £250 within the first 3 months
* Hot water cylinders (except Gold plan, subject to limits)
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12. Liability
Where legally permitted, our maximum liability is limited to the amount paid for your service plan within the current year. We are not responsible for indirect losses such as loss of earnings, business, or profit.
Nothing in these terms excludes liability for death or personal injury caused by negligence.
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13. Important Note
This agreement is a maintenance contract and not an insurance policy.
V2 Services Ltd
