1. About these terms

1. These terms apply to Bronze, Silver, Gold and Platinum care plans (each a “plan”) provided by Brad Rogers Group Ltd (“we”, “us”). “You” means the customer named on the plan.
2. The plan covers one boiler and its controls at the address on your plan. Platinum also covers home electrics at that address, as described in section 5.

2. Joining a plan

1. Before your plan starts, we’ll carry out a service and survey of your boiler and heating system. You pay our standard service price for this visit. If you join a plan within 30 days of the visit, we take this amount off your plan payments in the first year.
2. We’ll tell you about any work needed before we can offer cover, such as fitting a magnetic filter, adding inhibitor or replacing faulty controls. Your plan starts once that work is done, whether by us or by another qualified engineer.
3. We may decline to offer a plan if the system is unsafe, beyond economical repair, or doesn’t meet manufacturer or safety requirements.
4. Platinum is available for boilers under 12 years old, or older boilers that pass our survey.
5. We cover natural gas and LPG boilers at the gas price, and oil boilers at £4 a month more.

3. Payments and term

1. Plans are paid monthly by Direct Debit, which we set up after your survey.
2. The minimum term is 12 months. After that, your plan continues month to month until you or we cancel it.
3. We’ll give you at least 30 days’ notice of any price change, which won’t apply until your current 12-month term has ended.
4. If a payment is missed, we may suspend cover until your account is up to date.

4. What each plan includes

1. Annual service: one boiler service in each plan year, plus a gas safety check and certificate for gas and LPG boilers, or an OFTEC check for oil boilers. We usually carry out services between March and September, to keep winter free for breakdowns.
2. Repair visits: each plan includes a set number of repair visits each plan year (Bronze 2, Silver 3, Gold 4, Platinum 4). A repair visit is a visit to fix a fault, including any follow-up visit for the same fault.
3. Discounts (Bronze, Silver and Gold): on included repair visits, we take 10% (Bronze), 20% (Silver) or 30% (Gold) off our standard parts and labour prices. You pay the rest on completion.
4. Full cover (Platinum): on included repair visits, we cover parts and labour in full, up to £500 per repair and £1,000 per plan year. Anything above these limits is charged at our standard prices.
5. Call-outs: Bronze includes 1 free call-out and Silver 2 free call-outs per plan year. Gold and Platinum include unlimited call-outs for covered faults, within fair use.
6. Once you’ve used your repair visits for the year, further repairs are charged at our standard prices, with your plan’s call-out benefit still applying.
7. Unused services, repair visits and call-outs do not carry over to the next plan year and have no cash value.

5. Home electrics (Platinum only)

1. We cover repairs to the fixed electrical installation at your address: wiring, sockets, switches, light fittings and the consumer unit (fuse box).
2. We don’t cover appliances, rewiring, upgrades, new circuits, outbuildings, garden wiring, solar panels, batteries, EV chargers, or faults found in an EICR that existed before you joined.

6. Response times

1. We aim to attend within 72 hours (Bronze), 24–48 hours (Silver), 24 hours (Gold), and the same day where possible (Platinum), during our normal working hours.
2. We’ll always treat loss of heating in winter (October to March), loss of hot water, and vulnerable customers as a priority. Response times are targets, not guarantees, and may be longer in severe weather or if parts are unavailable.

7. What isn’t covered

• Radiators, radiator valves and towel rails.
• Internal plumbing, drains, taps, toilets and showers.
• Faults that existed before your plan started, or that were found at the survey and not fixed.
• Damage from accidents, misuse, frost, flooding, storms, fire, pests, or work by anyone other than us.
• Sludge or scale damage. A powerflush or system clean is quoted separately.
• Boilers or parts that are obsolete or no longer available. If a part can’t be sourced, we’ll offer your plan’s new-boiler discount.
• Replacement of a boiler that is beyond economical repair. Your plan’s new-boiler discount applies instead.
• Cosmetic work, access costs (such as lifting floors or removing fitted units) and making good afterwards.
• Fuel supply, meters, oil tanks and LPG tanks.
• Any claim made in the first 30 days after your plan starts.

8. Your responsibilities

1. Give us reasonable access for services and repairs, and let us know of any changes at the address.
2. Report faults promptly and don’t allow anyone else to work on the covered system without telling us.
3. Keep the system topped up with fuel and switched on during cold weather.

9. Cancelling

1. You can cancel within 14 days of your plan starting for a full refund, less the cost of any work already carried out.
2. After 14 days, you can cancel by giving 30 days’ notice. If you cancel within the first 12 months, you’ll need to pay the difference between what you’ve paid and our standard prices for any services or repairs you’ve received, up to the amount remaining in your 12-month term.
3. We may cancel your plan with 30 days’ notice, or straight away if payments aren’t made, if the system becomes unsafe, or if our engineers are treated abusively.

10. General

1. Our liability is limited to the cost of putting right any work we carried out. Nothing in these terms limits liability that can’t be limited by law, or your statutory rights.
2. We’ll use your personal information to run your plan and contact you about it, in line with our privacy policy.
3. These terms are governed by the law of England and Wales.
4. Questions or complaints? Call 01621 778215 or email hello@bradrogersgroup.com.