Air source heat pump servicing terms

3.3 We also include a brief review of operating settings and performance, practical advice on using the system, and a record of the outcome in your Dwellow Home account. The record identifies the work done, relevant findings, anything not completed and any recommended action, and we email you when it is updated.

3.4 A typical visit takes around one and a half hours, although the equipment and findings may change this. Completion depends on carrying out the agreed work, not simply spending a set time at the property.

3.5 Replacement components, significant chemical replenishment, extended fault finding, flushing, repairs, redesign and substantial remedial work are outside the standard price unless expressly included in your service record. Other appliances, radiators, underfloor heating and concealed distribution pipework are not individually serviced under this package.

3.6 We will explain and price any additional work before asking you to approve it. You do not have to buy that work from us. We will not use payments for your next annual service to pay for repairs without a separate agreement with you. Any repair you buy from Dwellow remains a Dwellow contract, including when an appointed engineer performs it.

4 Booking and service dates

4.1 We will use the commissioning date, service history and applicable manufacturer requirements to agree the next service due window. Please provide records you hold and tell us about any particular warranty deadline. We will identify any requirement we cannot meet before accepting the service.

4.2 We will contact you to arrange your plan service once your first plan payment has been collected: straight away if your service is already due or overdue, otherwise in time for the agreed window. Preferred dates are requests until we confirm an appointment. Please respond to booking messages and tell us promptly if the offered dates are unsuitable. You do not lose a paid service simply because a reminder was missed or the 12 monthly payments have finished.

4.3 Your plan service may take place before all 12 payments have been made. We will not move the service due date merely to match the date you joined or a payment processing delay. If a timing problem arises, we will discuss an appropriate solution with you promptly. Any unpaid amount remains payable only under the agreed payment or cancellation terms.

4.4 If the service funded by a plan takes place after the 12 monthly payments have finished, it remains that plan's service. Starting a new plan does not use up or replace an earlier funded service. If you also want to cancel an earlier outstanding service, tell us. We will assess it separately under the cancellation terms that apply to that service.

4.5 If we need to change an appointment, we will tell you promptly and offer a suitable alternative, taking account of your service deadline. If we cannot provide the agreed service within the agreed time, or a reasonable additional period where appropriate, you can use the rights in section 13. We do not charge you for a failed visit caused by us.

5 Preparing for a visit and incomplete work

5.1 Please arrange for an adult authorised by you to be present, unless we agree suitable alternative access. We need safe access to the outdoor unit, indoor equipment, cylinder, controls and relevant isolation points, together with the normal water and electricity supplies needed for testing. Tell us in advance about parking restrictions, steps, height, confined spaces, hazards or other access needs. Keep the working area clear and pets safely away.

5.2 We will explain any foreseeable interruption to heating or hot water. Please tell us about household needs that could affect how we plan the visit. You do not need to disclose medical details that are unnecessary for that purpose.

5.3 Our engineer may pause or stop work where it is unsafe or cannot reasonably be completed. We will explain the reason, record the work completed and discuss how to finish the service. We will not record an incomplete visit as a completed annual service or claim that all manufacturer requirements have been met when they have not.

5.4 If we identify an immediate safety concern, we will explain the risk and any necessary protective action, including isolation where appropriate. Remedial work requires your approval unless action is required by law or is immediately necessary to prevent injury or serious damage. This does not authorise an unagreed repair charge.

5.5 Where a visit fails because of an access problem or other matter for which you are responsible, any proposed charge must follow section 10. Where the issue is our responsibility, we will arrange completion without an additional service charge. If we cannot finish the service, the refund and remedy provisions apply to the work not supplied.

6 Price and payment

6.1 The standard one off combined service costs £219 including VAT. We ask for card payment once the appointment is confirmed and before attendance. We hold the appointment for 72 hours from the payment request. If payment has not been made by then, the appointment is released so another customer can have it, and you can request new dates. A separately agreed quotation or discount will be recorded in your service record. We will not retrospectively increase an accepted price.

6.2 The standard monthly service plan costs £203.88 including VAT for a 12 month term, paid in 12 monthly Direct Debit instalments of £16.99. Your monthly amount and the total are fixed for the term. The first collection date and subsequent payment dates will be provided before collection, with the required Direct Debit notice.

6.3 Plan payments pay for one annual service: the next one after your first payment has been collected. Account setup, reminders, booking administration and the passage of time are not separate chargeable services and do not turn an undelivered annual service into work already supplied.

6.4 You can join the plan whether your service is due now or later. If it is due now, we book it once your first payment has been collected. If you were serviced recently, the plan pays for your next service when it falls due. We do not shorten the term or add catch up payments.

6.5 Separate repairs and agreed additional work have their own quotation and payment terms. We do not add payment failure, cancellation administration or automatic late payment fees under this servicing agreement.

7 Missed payments

7.1 If your bank returns a payment, we will notify you and may retry over the next few days, giving any required notice. Your plan remains in place during this process. If the payment still does not go through, we will contact you to agree how to resolve it.

7.2 Before suspending a service that is not fully paid or ending a plan for continued non payment, we will explain the arrears and proposed action in writing and give you at least 14 days to respond or put matters right. We will consider a reasonable payment arrangement and the approaching service deadline.

7.3 If the plan ends, we will apply the settlement rules in section 10. We will not automatically keep all contributions or demand all remaining instalments. Please contact us if you are experiencing financial difficulty.

7.4 You can cancel your Direct Debit with your bank. Doing so does not by itself tell us whether you want to cancel your plan or change how you pay. Please also tell us what you want to do. Cancelling a mandate does not remove any sum properly owed. Your rights under the Direct Debit Guarantee are unaffected.

8 When the plan ends

8.1 The plan lasts for 12 monthly payments from the start date in your service record and funds one identified annual service. It does not renew automatically, and neither does a one off booking.

8.2 We will remind you by email when your next service is due. When the plan ends you can start a new plan from your Dwellow Home account at the price shown there at the time, or book a one off service.

8.3 Any material change to the service or these terms requires your express agreement where consumer law requires it. We will not reduce a service already owed or increase the agreed price by changing our website or terms.

9 Your cooling off rights

9.1 You can cancel a one off order or a plan without giving a reason until the end of 14 calendar days after the day we confirm acceptance. Your confirmation will state the deadline. Any longer or additional cancellation right required by law also applies, including where required information was not provided.

9.2 If you cancel before we begin the relevant service, we will refund all payments towards that service or plan and stop further collections for it.

9.3 We will only start the relevant service during a cooling off period if you expressly ask us to do so after we have explained the payment consequences. A general acceptance of these terms is not that request. If you then cancel, we may charge only the proportion of the agreed service price represented by work actually supplied before cancellation, where the law allows. We will not charge for setup, reminders or merely attending without doing the agreed work.

9.4 We give you the cancellation right described in this section throughout the 14 day period, even if the service has been completed. The payment rules still apply: a service fully and properly supplied at your express request may represent the full agreed service price, subject to applicable law and your rights if the service is defective. The plan price is used for a plan service. We do not substitute the higher one off price. We will not charge for early work where the law prevents this because required information or your express request was missing.

9.5 Use any route in section 11 to cancel. For a cooling off deadline, it is enough to send your clear cancellation statement before the deadline. We will make the required refund without undue delay and within 14 days of being told, using the original payment method unless you expressly agree to another method. We will not charge a refund fee.

10 Other cancellations and appointment changes

10.1 Outside a cooling off period, you may cancel a one off service before completion or end your plan by telling us. Cancellation takes effect when you notify us, or on a later date you request. Cancelling a plan from your Dwellow Home account takes effect at once. We will not postpone cancellation while we review a settlement or require you to accept a disputed charge before recording it.

10.2 If the relevant service has not been supplied, we will refund payments for it, less only any legally permissible, evidenced net loss directly caused by the cancellation. If there is no justified loss, we refund all those payments. We do not automatically forfeit instalments or charge the unpaid annual balance.

10.3 If part of the service has been supplied, any charge for that work must fairly reflect the proportion supplied, using the agreed service price. We will not charge for work that needs to be repeated because we failed to carry it out with reasonable care and skill. Any refund or other statutory remedy takes priority.

10.4 If the service has been fully and properly completed, the agreed service price remains payable, less payments already made. For a plan at the standard price, that means £203.88 in total, not £219. For example, if your plan service has been completed and 3 instalments of £16.99 have been paid, the ordinary remaining balance is £152.91, subject to your statutory rights.

10.5 Any cancellation or failed visit loss must be reasonable, directly attributable to your cancellation or failure to provide agreed access, and assessed individually. We deduct costs saved, sums recovered and losses avoided by reallocating the appointment. We do not charge a penalty, general administration fee or the same loss twice. A subcontractor's invoice does not automatically establish the amount you owe.

10.6 Our office must approve any deduction and provide an itemised explanation. The combined ordinary charge for work supplied and cancellation or failed visit loss will not exceed the agreed price of that service. This is one total cap across all visits and charges for the same service, with any earlier charges credited. It is not a default charge and excludes separately authorised additional work. You can challenge a calculation through our complaints process.

10.7 You may cancel or change an appointment without an appointment charge by giving at least 48 hours' notice before the confirmed arrival window. With less notice, or if nobody can provide agreed access, we will only seek a charge justified under this section. Your cooling off and other statutory rights take priority. Changing an appointment does not itself cancel your plan or mean that the service has been delivered.

10.8 We will refund the amount due without undue delay and within 14 days of cancellation. We will explain any amount properly outstanding separately rather than restarting regular collections after cancellation without agreement. If a collection was already being processed, we will reconcile it and promptly return any overpayment.

10.9 Tell us if circumstances such as bereavement, serious illness or financial hardship affect your ability to continue. We will consider a waiver or other reasonable help. We will not require unnecessary sensitive information to consider your request.

11 How to cancel

11.1 You can use the Cancel plan button in your Dwellow Home account, email hello@dwellow.co.uk, call 0330 822 2795, or write to our address in section 1. An authorised representative may contact us for you. You can use the cancellation form at the end of these terms, but you do not have to.

11.2 Tell us your name, service address and, if available, your agreement reference. Please say whether you want to cancel your plan, cancel a one off service or change an appointment. Any clear statement that you want to cancel is sufficient. We will not make a telephone call, retention discussion or completion of a particular form a condition of cancellation.

11.3 We will promptly confirm the action, its effective date, any service still owed and the payment or refund position in a form you can keep. A delay in our acknowledgement does not change the date you notified us.

12 Moving home or changing equipment

12.1 Please tell us if you move, replace equipment or no longer need the service. We will assess whether we can transfer the agreed service to suitable equipment or a new property and explain any proposed price change before you agree to it.

12.2 A transfer to a new homeowner needs the agreement of everyone involved. We will not transfer your payment mandate. Finding a replacement customer is not a condition of cancellation. If no suitable transfer is agreed, you can cancel under sections 9 or 10. We will consider waiving any cancellation loss where a service has not been delivered.

13 If we cannot provide the service or something goes wrong

13.1 We can end a current agreement only for a valid reason, such as an unresolved material breach after reasonable notice, continued non payment under section 7, serious abuse or a genuine safety barrier preventing the work. We will explain the reason and give reasonable notice and an opportunity to resolve it where appropriate. Immediate action may be necessary for safety or serious abuse. If the reason is your responsibility, we will settle payments for the affected service under section 10, with no automatic forfeiture and only deductions permitted there. If it is not your responsibility, we will refund payments for work not supplied without an exit fee. Your statutory remedies take priority.

13.2 If we cannot supply a service for reasons that are our responsibility, we will return payments for the undelivered service and stop further collections for it without an exit fee. We may offer an alternative, but you do not have to accept it. A change in our service area or supported equipment does not erase an existing commitment.

13.3 If an event outside our reasonable control delays work, we will tell you, take reasonable steps to limit the effect and discuss an alternative. If the delay is substantial or the service cannot be delivered as agreed, you may cancel the affected service and receive the refund due. Your other statutory remedies remain available.

13.4 If our service falls below the standard required by consumer law, you may be entitled to repeat performance at no extra cost, a price reduction or a refund, depending on the circumstances. We will provide an appropriate remedy within a reasonable time and without significant inconvenience. These rights are not restricted to a short workmanship guarantee period.

13.5 Servicing provides a record of the maintenance performed. It does not guarantee that every future fault will be prevented or that a manufacturer will accept every warranty claim. We will help identify the appropriate warranty route for a relevant fault. A possible Dwellow installation or workmanship issue will be reviewed on its merits and will not automatically become a chargeable repair because a manufacturer's warranty has expired. We remain responsible for failures in the service we provide.

14 Responsibility and complaints

14.1 We are responsible for foreseeable loss or damage caused by our breach of this agreement or failure to use reasonable care and skill, including by an engineer we appoint. We do not exclude responsibility for damage negligently caused while gaining access or carrying out the work. Nothing excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or anything else the law does not allow us to limit.

14.2 Please contact us promptly if there is a problem so we can investigate and help limit further loss. This request does not impose a shorter legal time limit for bringing a claim. The service is supplied for domestic and personal use. We are not responsible for business losses arising from use outside that agreed purpose, except where the law requires otherwise.

14.3 To complain, contact hello@dwellow.co.uk, 0330 822 2795 or our postal address. We will try to resolve the matter promptly, investigate fairly and keep you informed. Our complaints process is available at dwellow.co.uk/policies/complaints. You do not have to wait for that process to finish before using a statutory remedy or going to court.

14.4 Our published complaints process includes access to Which? Trusted Traders' alternative dispute resolution for eligible domestic service and maintenance complaints. You can contact Which? Trusted Traders on 02922 670 040 to check eligibility. If we cannot resolve a complaint, we will give you the relevant dispute resolution information and explain our participation as required. Using an alternative dispute resolution route does not remove your legal rights.

15 Personal information and other terms

15.1 We use the information needed to arrange, perform and administer your service, including sharing relevant details with appointed engineers and payment providers. Our privacy notice explains this and your data rights: dwellow.co.uk/policies/privacy-policy. Buying this service does not itself authorise remote monitoring or require agreement to marketing.

15.2 If we transfer this agreement to another supplier, we will tell you and ensure that your rights and service are not reduced. If a transfer would materially disadvantage you, you can cancel the affected undelivered service without an exit fee and receive the refund due. Transfers requested by you are dealt with under section 12.

15.3 If a court finds part of these terms unenforceable, the rest continues where it can fairly do so. A delay in enforcing a right is not a waiver of it. Changes to an accepted agreement must be expressly agreed or otherwise permitted by these terms and applicable law.

15.4 English law governs this agreement, subject to mandatory consumer protections that apply where you live. You may bring proceedings in the courts of England and Wales or, if you live in Scotland or Northern Ireland, in the courts there. Nothing requires you to give up a jurisdiction or protection that the law provides.

Your service record

Your service record is your confirmation email together with your Dwellow Home account. It records the specific service you are buying:

• Customer name and agreement reference: [details]
• Service property and customer contact details: [details]
• Heat pump make, model and serial number: [details]
• Cylinder make, model and serial number where available: [details]
• Commissioning or last service date and next service due window: [dates]
• Product and agreed price including VAT: [one off £219 or 12 payments of £16.99 totalling £203.88, or expressly agreed quotation]
• Plan start and end dates, if applicable: [dates]
• First payment and remaining collection dates, or one off payment due date: [dates]
• Service funded by this term and planned appointment window: [details]
• Model specific service scope, included routine consumables and any expressly agreed additional work: [details supplied before acceptance]
• Agreed access arrangements or equipment exceptions: [details]
• Cooling off deadline and terms version: [details]
• How to cancel: the Cancel plan button in your Dwellow Home account, or the routes in section 11

Optional cancellation form

You can use this form to cancel a one off service or your plan. You can also cancel by another clear statement using section 11.

To Dwellow Limited, Hermes House (c/o Monahans), Fire Fly Avenue, Swindon, Wiltshire, SN2 2GA. Email: hello@dwellow.co.uk.

I give notice that I wish to cancel my contract for the following service:

Service and agreement reference: ______________________________________

Order date: ___________________________________

Customer name: _____________________________________________________

Service address: ____________________________________________________

___________________________________________________________________

Signature, only if sending this form on paper: ___________________________

Date: _____________________________________________________________