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Terms and conditions

While this is the legal bit of your contract, we have tried to write it in a way that is clear and easy to understand. If there is anything you are not sure about in your contract, please get in touch with our Customer Success Team. We would love to hear from you.

Your contract is bound by the laws of the country in which your home is located - England, Wales, or Scotland.

Definitions

Your Boiler

Your Heating

Your Home

Packages for Landlords

1. When your contract begins

2. Paying for your care packages

3. Keeping us up to date

4. Safety and security

5. Your service visits

6. Your repairs

7. General things that aren’t included

8. Please tell us if you are not happy

9. How to cancel your care packages

10. Using your personal information

11. Changes to this contract

12. Third party rights

Definitions

Some phrases that we use in these terms and conditions have specific meanings. When you see these words appear in the document in bold, look at this list for the specific meaning.

Phrase WordDefinition
accidental damagean unintentional incident that damages your boiler or central heating system and stops it from working properly. This does not include damage caused by wear and tear or age.
annual servicea check-up of your gas boiler, central heating and ventilation each year to make sure it is working safely in line with the relevant laws and regulations.
approved lista list of the boilers or parts that we can repair or replace. If you have an older boiler, there is a chance that we may not be able to get hold of all the parts we need.
authorised contactany person who you’ve agreed can act on your behalf to make arrangements under your contract.
boiler and controlsa single natural gas boiler in your home that’s designed for domestic use and has a heat output capacity of up to 70kW. This includes the flue and the controls that make it work, including the programmer, any thermostats, motorised zone valves and central heating pumps.
care packagesthe various packages Hometree offers, like Your Boiler Care Package, Your Heating Care Package, Your Home Care Package and Landlord Care Packages.
central heatingthe heat and hot water system in your home – this includes your radiators, expansion tank, bypass and valves, system filters, cylinders (tanks that store hot water), any immersion heater and its wired-in timer switch, and the pipes that connect them.
contractall the bits and pieces that together form the basis for us working together. This includes your agreement to take out care packages with us, as shown on your statement.
contract periodthe total length of the contract from the day your contract starts until your contract ends, as shown on your statement.
contribution feethe amount you’ve chosen to pay towards completed repairs or replacements. You only pay this once in a contract period for each of the individual following areas (boiler and controls, central heating, plumbing and drains, home electrics).
existing faultsany problems with the boiler that our experts judge to have happened before the start of your contract.
fluethe pipe used to remove waste gases produced by the boiler
gas supply pipethe pipe that connects your gas meter to your gas boiler and other gas appliances you have in your home.
home electricselectrical wiring, fuse boards and electrical fittings inside and outside your property.
Hometree Powerflusha process designed to remove sludge and other debris from your central heating.
homethe building that you live in or own, including any attached garage or conservatory, gardens or outbuildings.
repairsfixing your system following a non-cosmetic fault or breakdown, which stops your system from working properly, or makes it unsafe.
replace / replacementchanging your boiler, appliances or parts with a Hometree approved standard alternative. We’ll give you parts with similar functionality but not necessarily an identical make and model or type of fitting.
plumbing and drainsthe system of pipes, tanks and fittings for the water supply and sanitation in a building.
sludgethe natural build-up of deposits in your boiler or central heating system as it corrodes over time.
statementthe document that shows the care packages you have with us, the contract period, how much you’re paying and any contribution fee.
stopcocka valve for turning off and on the cold water system in your home. also known as stop tap or stop valve.
systema particular area of the home that we have agreed to protect. Depending on your care package, these are the boiler and controls, central heating, plumbing and drains and home electrics.
welcome servicean initial check of your boiler and controls or central heating. We also conduct an annual service when you first sign up to our services.

Your Boiler

What is included

Boiler

All repairs to:

  • a single natural gas boiler in your home that is designed for residential use and has a heat output of up to 70kW.

Where our heating experts or engineers advise that your existing boiler is beyond repair we will arrange a replacement, if:

  • it’s less than seven years old; or
  • we installed it between seven and ten years ago and it has been continuously covered by a Hometree care contract

Flue

  • All repairs to the flue including the flue terminal, up to three metres in length.
  • We will arrange a replacement of the existing flue, including the flue terminal up to three metres in length, if we can’t repair it.

Controls

  • All repairs to the controls that make the boiler work, including the programmer, any thermostats, motorised zone valves and central heating pump.
  • We will arrange replacement controls if our heating experts or engineers advise that we can’t repair them.

Gas Supply Pipe

  • All repairs to the gas supply pipe.
    We will arrange a replacement gas supply pipe if our heating experts or - engineers advise that we can’t repair them.

The Your Boiler Care Package also includes:

  • a welcome service or annual service;
  • a repair for any accidental damage; and
  • adding inhibitor if we have drained down your system. Inhibitor is a liquid which helps to slow down any internal corrosion of your central heating system.

What is not included - there are some things that we unfortunately cannot protect

Sludged up Boiler and Central Heating system

We won't be able to repair damage caused by limescale, sludge or other debris, if our heating experts or engineers have advised you that you need to carry out repairs or a Hometree Powerflush

Wider Central Heating

Repairing or replacing your central heating system. This is covered by our separate Your Heating care package.

Wifi or hub issues

Repairing or replacing any network hub, smart speaker, voice controlled equipment or any wifi related issues. The best people to help you with this are your network providers who will have in depth knowledge in this area.

Swimming Pools, Heat Pumps and Underfloor/Outdoor Heating

  • Any part of your boiler and controls which directly supplies a swimming pool.
  • Repairing or replacing air or ground source heat pumps.
  • Repairing or replacing any systems or controls designed for underfloor or outdoor heating.

Your Heating

What is included

Boiler

All repairs to:

  • a single natural gas boiler in your home that is designed for residential use and has a heat output of up to 70kW.

Where our heating experts or engineers advise that your existing boiler is beyond repair we will arrange a replacement, if:

  • it’s less than seven years old; or
  • we installed it between seven and ten years ago and it has been continuously covered by a Hometree care contract

Flue

  • All repairs to the flue including the flue terminal, up to three metres in length.
  • We will arrange a replacement of the existing flue, including the flue terminal up to three metres in length, if we can’t repair it.

Controls

  • All repairs to the controls that make the boiler work, including the programmer, any thermostats, motorised zone valves and central heating pump.
  • We will arrange replacement controls if our heating experts or engineers advise that we can’t repair them.

Gas Supply Pipe

  • All repairs to the gas supply pipe.
  • We will arrange a replacement gas supply pipe if our heating experts or engineers advise that we can’t repair them.

Wider Gas Central Heating

All repairs to:

  • expansion tank, radiators, bypass and radiator valves;
  • warm-air vents;
  • cylinders and any immersion heater and its wired in timer switch; and
  • the pipes that connect the central heating system.

It also includes:

  • a welcome service or annual service;
  • a repair for any accidental damage; and
  • adding inhibitor if we have drained the system. (Inhibitor is a liquid which - helps to slow down any internal corrosion of your central heating system).

What is not included - there are some things that we unfortunately cannot protect

Sludged up Boiler and Central Heating system

We won't be able to repair damage caused by limescale, sludge or other debris, if our heating experts or engineers have advised you that you need to carry out repairs or a Hometree Powerflush

Wifi or hub issues

Repairing or replacing any network hub, smart speaker, voice controlled equipment or any wifi related issues. The best people to help you with this are your network providers who will have in depth knowledge in this area.

Showers and Taps

Repairing your showers and taps, their parts and pumps.

Battery Replacements

Resetting your controls or replacing your batteries (but we can show you how to do this).

Swimming Pools, Heat Pumps and Underfloor/ Outdoor Heating

  • Any part of your boiler and controls which directly supplies a swimming pool.
  • Repairing or replacing air or ground source heat pumps.
  • Repairing or replacing any systems or controls designed for underfloor or outdoor heating.

Your Home

What is included

Boiler

All repairs to:

  • a single natural gas boiler in your home that is designed for residential use and has a heat output of up to 70kW.

Where our heating experts or engineers advise that your existing boiler is beyond repair we will arrange a replacement, if:

  • it’s less than seven years old; or
  • we installed it between seven and ten years ago and it has been continuously covered by a Hometree care contract

Flue

  • All repairs to the flue including the flue terminal, up to three metres in length.
  • We will arrange a replacement of the existing flue, including the flue terminal up to three metres in length, if we can’t repair it.

Controls

  • All repairs to the controls that make the boiler work, including the programmer, any thermostats, motorised zone valves and central heating pump.
  • We will arrange replacement controls if our heating experts or engineers advise that we can’t repair them.

Gas Supply Pipe

  • All repairs to the gas supply pipe.
  • We will arrange a replacement gas supply pipe if our heating experts or engineers advise that we can’t repair them.

Wider Central Heating

All repairs to:

  • expansion tank, radiators, bypass and radiator valves;
  • warm-air vents;
  • cylinders and any immersion heater and its wired in timer switch; and
  • the pipes that connect the central heating system.

Plumbing

All repairs to the plumbing system on your home including:

  • Your hot and cold water pipes between your internal stopcock up to but not including your taps, garden taps or the flexible pipes to your kitchen appliances
  • The hot water cylinder and cold water tanks including immersion heaters, toilet siphons, isolation, ball and radiator valves; and
  • Your water supply pipe from the boundary of your property to your home.

We will arrange a replacement of the parts if our plumbing experts or engineers advise that we can’t repair them.

Drains

  • Repairing and unblocking drains to restore flow
  • Repairing leaks to internal waste water pipes and external soil and vent pipes
  • A replacement of parts that we can’t repair

Home Electrics

All repairs to the mains electrical system and wiring on your home including:

  • The fuse box, light fittings, switches, sockets, isolation switches and your immersion heater timer switch Extractor fans up to 15cm in diameter
  • Doorbells and smoke alarms that are connected to the wiring and
  • Outside lighting as long as it’s fixed to your home or outbuildings and fitted less than three metres above ground;

We will arrange a replacement of the parts if our electrical experts or engineers advise that we can’t repair them.

Your Home Care Package also includes:

  • a welcome service or annual service;
  • a repair for any accidental damage; and
  • adding inhibitor, a liquid which helps to slow down any internal corrosion of your central heating system, if we have drained the system. .

What is not included - there are some things that we unfortunately cannot protect

Sludged up Boiler and Central Heating system

We won't be able to repair damage caused by limescale, sludge or other debris, if our heating experts or engineers have advised you that you need to carry out repairs or a Hometree Powerflush.

Wifi or hub issues

Repairing or replacing any network hub, smart speaker, voice controlled equipment or any wifi related issues. The best people to help you with this are your network providers who will have in depth knowledge in this area.

Showers and Taps

Repairing your showers and taps, their parts and pumps.

Battery Replacements

Resetting your controls or replacing your batteries (but we can show you how to do this).

Swimming Pools, Heat Pumps and Underfloor/ Outdoor Heating

  • Any part of your boiler and controls which directly supplies a swimming pool.
  • Repairing or replacing air or ground source heat pumps.
  • Repairing or replacing any systems or controls designed for underfloor or outdoor heating.

Bathroom and water related items:

Repairing or replacing

  • Sanitary ware - which is ceramic such as sinks, lavatories or toilet bowls.
  • Seals and grouting, which generally fill gaps between tiles
  • Spa baths, water softeners, water filters, water meters, waste disposal units and taps.
  • Water Pump that are designed to boost your mains water pressure .
  • Water pipes between your home and any detached outbuildings on your property and any water supply pipe that doesn’t supply water to your home.

Garden items

  • Repairing or replacing
  • Fountains, ponds or water features, garden irrigation systems.
  • Rainwater pipes, guttering and frozen pipes that need defrosting where there is no other damage.
  • Plumbing in your outbuildings if the supply is provided by a separate mains connection than to your home.
  • Manholes and their covers, soakaways, septic tanks, cesspits, drainage pumps, treatment plants and macerators and their outflow pipes
  • Cleaning and descaling your drains and shared drains.

Electrics

Repairing or replacing:

  • Electrics in your outbuildings if the supply is connected to a separate electricity meter than the one in your home.
  • The electricity supply cable up to the fuse box or mains isolation switch (if you have one fitted).
  • Electrical appliances including cooker extractor hoods, burglar alarms and camera systems.
  • Power cables between your home and any detached outbuildings.
  • Rubber or lead covered cables.
  • Outside lighting not fixed to your home or outbuildings.
  • Complete or substantial system rewire of your home.

Electric Heating

  • Repairing or replacing:
  • Storage and panel heaters, underfloor heating.
  • Solar panels and solar inverters.

Packages for Landlords

Landlord Gas Safety Record (LGSR) and additional gas appliances

This package is built specifically for landlords whose homes contain gas appliances and/or a gas boiler. If you’re a landlord, you have to make sure you have a valid Landlord Gas and Safety Record for the gas meter, gas pipework and any gas appliance(s) in your home.

This package is available for Landlords whose home contains gas appliances and/or a gas boiler.

What’s included

  • An inspection of your gas meter and the gas pipework that make up your heating system.
  • A Gas Safety Certificate for any gas meter, gas pipework or gas boiler on your statement. We can email the Gas Safety Certificate to you and your tenant too if you prefer.

The Gas Safety Certificate will include all details where any gas meter, gas pipework or additional specified gas appliances have failed the safety inspection. We will normally give you a quote for any work that needs doing to ensure that the appliance passes the inspection.

What’s not included

  • Repairs or a replacement of your gas meter.
  • The cost of re-inspecting any of the failures detailed on your Landlord’s Gas Safety Record.

We can only give you a Gas Safety Certificate for gas boilers or gas appliances we have actually inspected.

1. When your contract begins

Start of the contract

Once you have completed signup we’ll send you an email confirming when your contract started. You’re covered from the moment you sign up with us.

2. Paying for your care packages

Payments

You can pay for your contract yearly or monthly by Direct Debit. All of our prices include the relevant taxes at the current rate.

Prices and price changes

Your statement shows the price of your contract. That price won’t go up or down over the contract period, unless:

  • you change your contract or packages; or
  • the Government changes the relevant tax rate.
    We will let you know if there are any changes to the price of your contract.

If you miss any payments

Before we book your repair, we will need you to pay for any outstanding payments and we may not visit the home before these are paid.

3. Keeping us up to date

Moving home

Please notify us of your new address as soon as possible after you move home because the contract you have with us is based on your current home. Depending on the circumstances, we may start a new contract; transfer your current contract to your new address; or if you ask us to, cancel your current contract.

Changes to your home or boiler

It’s your responsibility to let us know if there are any changes to your contact details including telephone number, address or email. If you change your boiler during your contract period, please let us know so that we can check whether your new boiler is on our approved list or not. Your package will continue as normal until you inform us. If we can’t cover your new boiler or appliance, we might need to cancel or amend your package. It is your responsibility to check that you still need the same level of care. (This may not be the case if your new boiler has a manufacturer’s warranty).

4. Safety and security

Getting into your home

To ensure the comfort and safety of our customers, our engineers will only work on your home if there’s someone 18 years or older there the whole time. They must be able to give instructions to our engineer on your behalf.

It’s your responsibility to arrange for us to access your home. If we can’t access your home, you will need to rearrange the appointment. If you don’t arrange a new appointment, your contract will still continue. After three failed attempts to get into your home, we may cancel your contract but we’ll make sure we let you know beforehand.

Safety risks in your home

We won’t start or continue doing any work in your home if we believe there’s a health and safety hazard. We will only return to finish the work if that risk is gone. If any asbestos needs to be removed before we can repair your boiler, central heating or gas supply pipe. You will also need to arrange and pay for someone else to remove the asbestos and give us a Certificate of Reoccupation, which proves that all asbestos has been removed in line with legislation and it is safe to return to the home. Only after this can we start working again.

Under warranty from a third party

If your boiler, appliance or system is covered by a third party warranty, it’s your responsibility to make sure that any work we do doesn’t affect that warranty. We will not be liable if any work we conduct on your boiler or system does not comply with the manufacturer’s warranty.

Authorised contacts

If you want to appoint an authorised contact, please let us know who they are so that we can note it on your contract and we can communicate with that authorised person when required.

Manufacturer’s security instructions

It’s your responsibility to follow manufacturer’s security instructions related to internet or mobile connected devices which are used to communicate with boilers, appliances or systems covered under this contract.

Getting access and making good

We will repair damage we cause by replacing items such as cupboards or filling in any holes up to £1,000 including VAT. We won’t replace or restore the original surface, eg. tiles, floor coverings, decoration, grass or plants.

5. Your service visits

Welcome service

If your care package includes a welcome service it is usually carried out in the first 28 days of you taking out the care package or changing address. At the welcome service our engineer will check that your boiler is on our approved list, was installed according to manufacturer's instructions and your boiler or central heating and ventilation don’t have any existing faults.

If we find your existing boiler and controls is not on the approved list or it has an existing fault, depending on the circumstances, we’ll either:

  • offer you a different care package; or
  • cancel your contract or care packages or
  • tell you what needs to be done to fix it – and give you a quote for the cost of the repair. Once we or someone else has fixed it then we can then cover you.

There are cases where we will not need to carry out a welcome service:

  • If we’ve already carried out a welcome service or an annual service at your address in the last twelve months, even if you have just moved in
  • If you are switching your Boiler and/or Central Heating Plan from a different supplier, or
  • If we’ve installed a new boiler for you, we don't need to do a welcome service.

We can still carry out a welcome service if you specifically ask for one.

Annual service

We’ll attempt to contact you or your authorised contact to arrange your annual service. After the third failed attempt to contact you or your authorised contact, it is up to you to rearrange your annual service and you will not be refunded for the cost of the missed annual service. You can still contact us at any time within the period of your contract to rearrange your annual service.

Your annual service may be more than 12 months after your last service visit.

In periods of local or national high demand for our services (usually due to cold weather), we will prioritise breakdowns and therefore we may need to rearrange your annual service.

We will carry out an annual service at the same time as a welcome service, if we do one.

Your annual service may include testing the gas your boiler produces. If it is necessary to take your boiler apart to adjust or clean it, we’ll do so. When we complete the annual service, our engineer will give you, or we will send you, a checklist that shows you exactly what we’ve looked at as part of the annual service. If we find a problem or fault that needs to be fixed, we’ll tell you about it.

If your care package:

  • has a contribution fee, you will have to pay this before we make any repairs;
  • is service only, our engineer will give you a quote to complete any necessary repair work.

Landlords/Tenant occupied homes

Your tenants or letting agents can call us directly to arrange an engineer’s visit to save you having to be at the home.

Reasonable time to visit or make repairs

We’ll carry out any repairs or visits within a reasonable time, unless something beyond our control makes that impossible – in which case we’ll let you know as soon as possible and arrange another time when we can visit.

Our engineers

We’ll send a Hometree approved Gas Safe engineer to carry out the work for your gas heating and appliances. We’ll send an approved plumber or electrician where you buy these additional products. Our engineers have experience and knowledge so that can talk you through any problems and how they will fix it.

Cash payments

We won’t offer you cash instead of carrying out a welcome service, an annual service, repairs or replacements.

6. Your repairs

Contribution to repairs

Your statement shows the contribution fee that you’ve agreed to pay, whether

  • You report a fault to us, or
  • We find a fault during a welcome service or annual service.

You will only have to pay the contribution fee for the first repair you receive in a 12-month period for a particular area (boiler and controls, central heating, plumbing and drains, home electrics).

There will be no contribution fee for every subsequent repair in that 12-month period.

When we book your repair, we’ll ask to pre-authorise your debit or credit card for any contribution to the repair. If you’re a landlord, the pre-authorised credit or debit card contribution can come from your tenants, letting agents or other party you have chosen. We won’t put the charges through until after we complete the repair.

If we have reason to believe that the people living in your home are at risk as a result of a health and safety hazard, we’ll send an engineer out even if we haven’t been able to pre-authorise a debit or credit card.

Instead, we will invoice you for the contribution fee after we’ve completed the repair.

Safety advice

From time to time, we may tell you that your boiler, appliance or system needs repairs or improvements that aren’t covered by your contract to keep working safely, for example, if your ventilation doesn’t meet current Gas Safe regulations. If you decide not to follow this advice, we will not be able to complete any further repairs to your boiler or system, and your contract will keep running until you or we change or cancel it.

You will still be liable for the agreed payments under the contract, where further repairs have not been completed on our advice, until you cancel the contract.

Spare parts

We’ll provide replacements with similar functionality to the replaced parts but these might not have the same features. If you decide to give us a replacement part that you’ve bought yourself and we will install it as long as the replacement part is on our approval list.

We’ll try to get parts from the original manufacturer or our approved suppliers. But, we reserve the right to cancel your contract if we cannot source the parts we need.

If you have an older boiler there is a chance that we may not be able to get hold of all the parts we need to fix your boiler or central heating. However we will aim to tell you and also make every effort to complete a repair.

If we’ve agreed to cover a boiler or appliance but warned you that it might be difficult to find spare parts, we’ll do what we can, within reason, to repair it. If you are able to find a manufacturer approved part we will be happy to fit it and reimburse you if you give us a receipt.

Our guarantee for our work

Despite our best efforts, if we have supplied any faulty parts, we will repair or replace any parts we’ve supplied. We will also fix any faulty work that we’ve carried out within 12 months from the date that we carried out the work. This doesn’t affect your statutory rights under the Consumer Rights Act 2015, if applicable, and any laws that replace it. If you want independent advice about your rights, you can speak to Citizens Advice or Trading Standards.

The Hometree Powerflush

Over time, gas central heating systems build up sludge that can block or narrow your pipes, radiators and boiler parts. The Hometree Power Flush is our way of removing that sludge from your system. We’ll tell you if your system needs a power flush to work properly. Please note that this will cost extra as this is not included in your care package.

Following the purchase of your first Hometree Powerflush, any subsequent required powerflush will be complementary so long as you keep continuous care packages with us.

If someone else carries out a powerflush for you, we will need to see the receipt before we are able to carry out any more repairs or replacement work for damage caused by sludge.

Recovering losses caused by third parties

If you make a claim under your contract or care package you will give us all the help necessary to recover any losses owed to us from third parties, following any repair or replacement that we carry out. We may ask you to give us help to recover loses before or after we carry out any repair or replacement.

7. General things that aren’t included

These conditions exist to make sure we provide you with the best service Hometree can, using our expertise. We also put you first and will always take actions to lower costs for our care packages wherever possible.

Who can benefit from this contract?

Nobody other than you can benefit from your contract. However you can add authorised persons onto your account from whom we will take instructions.

Existing faults

Your care packages don’t include cover for any faults or design faults that are caused by anyone apart from us. Your care package includes accidental damage but we won’t cover any other types of damage that occur. We won’t repair or replace any parts that have been deliberately damaged or misused.

Our engineers will use their expert judgement to decide how the damage happened.

If anyone other than us carries out any work on your boiler, appliance or system and damages it, your cover doesn’t include fixing this.

Faults caused by utilities supplies

We won’t repair your boiler or system if the damage has been caused by changes in, or problems with, the supply of your gas, water or electricity.

External water supply stopcock (also known as stop tap or stop valve)

If we can’t turn off the external water supply stopcock to your home to complete your repair it’s your responsibility to arrange for this to be turned off.

Any damage that’s covered by other kinds of insurance

Your care package doesn’t include repairing or replacing any damage caused by extreme weather, flooding, escape of water, structural issues, fire or explosions – or any other kind of damage that’s normally covered by household insurance.

Software, internet communications or radio signals

We’re not responsible for any loss or damage caused by malicious, inappropriate or unintentional interference with the software, internet communications or radio signals of any boiler and controls, appliance, device or system covered under this contract.

Smart home connections

We’re not responsible for your internet connection or the data transmission to, or from any boiler, appliance, device or control system.

Any other loss or damage

We’re not responsible for any loss of, or damage caused as a result of, your boiler, appliance or system breaking or failing unless you can show that we caused the damage.

Making any improvements

Your care package doesn’t include any improvements or upgrades. Your care package does not include:

  • replacing smoke alarms that are past their recommended replacement or expiry date;
  • replacing working radiators;
  • swapping standard radiator valves for thermostatic ones; or
  • where we’ve told you that an improvement is necessary, we may not continue to make repairs on that part of your boiler, appliance or system until the work has been carried out.

Steel or iron pipes

We won’t repair or replace steel or iron pipes from your meter to your boiler or appliance(s). The only exception to this is your gas supply pipe.

Energy/central heating management systems

We won’t repair or replace energy or central heating management systems.

Curved or designer radiators

Replacement of curved or designer radiators is not included in any care package.

We can either:

  • replace any curved or designer radiators with a standard radiator; or
  • install a curved or designer radiator that you’ve bought yourself.

Where we install a designer or curved radiator purchased by you, we will only accept responsibility for our workmanship, not any manufacturing faults in the radiator itself.

By designer radiator we mean a radiator:

  • of particular artistic design; or
  • of intricate shape; or
  • made from materials such as glass, marble, stone, wood, cast iron or similar non standard material.

8. Please tell us if you are not happy

At Hometree, we are dedicated to giving you the best customer experience. If we make a mistake or if you think we haven’t done the right thing, please let us know so that we can put things right.

Complaints and compensation

Please get in touch with us as soon as possible.

We take any complaint seriously and we’ll do our best to fix any issue as soon as possible. If we need time to investigate, we’ll let you know and keep you updated.

Renewals

We’ll write to you at least 20 days before your contract is due for renewal.

If you pay by Direct Debit we’ll keep renewing your contract automatically, unless you ask us to stop.

9. How to cancel your care packages

How to cancel

All our contracts are fixed term which means you can cancel your contract at any time before the renewal. The cancellation will take effect when the contract period is over.

You have a cooling off period, 14 days from the start of your contract, within which you can cancel your contract immediately without penalty.

If you cancel your care package within the 14 days cooling off period

If you are in your cooling off period we’ll cancel your policy from the date you tell us and we’ll refund you for the whole amount you have already paid, as long as we have not carried out any work under your contract.

If we’ve carried out work for you before the cooling off period ends and then you cancel your contract, you’ll have to pay cancellation charges as follows.

Charge
welcome service£75
annual service£75
repair£170
Landlord Gas Safety record£70

You will never be asked to pay more than the total value of your contract.

If you cancel after 14 days

If you cancel outside of your cooling off period, we’ll cancel your policy from the date you tell us but you will have to pay the remaining balance outstanding under the contract. For example, if you have 5 months left of your contract you will need to pay an amount equivalent to 5 outstanding payments.

Cancelling your Direct Debit through your bank doesn’t mean that you’ve cancelled your contract with us. If you stop your Direct Debit without telling us, we will contact you to collect the money due. If we don’t hear from you and you don’t pay, we’ll cancel your contract 30 days after the date we first found out your payment failed.

Introductory offers

Existing customers, or customers that have cancelled within the last year cannot take advantage of any introductory offers.

When we can cancel

We can cancel your contract or care package straight away if:

  • You give us false information;
  • Your boiler isn’t on our approved list;
  • We find an existing fault during your welcome service;
  • We can’t find the parts we need to repair your boiler, appliance or system, despite our best attempts;
  • You put our people’s health and safety at risk, for example, through physical or verbal abuse;
  • Your home is unfit or unsafe to work in;
  • You don’t let us in to your home to work, despite several attempts;
  • We tell you to make permanent repairs or improvements, but you don’t; or
  • You don’t make your payments.

We’ll try writing to you to collect the money you are due to pay. If we don’t hear from you and you don’t pay, we’ll cancel your contract no less than 30 days after the date we first found out your payment had failed.

10. Using your personal information

Through this contract you agree that we can use your personal data in accordance with our Privacy Policy, which you can find at hometree.co.uk.

11. Changes to this contract

If we make changes to it that are clearly in your favour, we'll tell you once we've made them. Otherwise we'll give you 30 days' notice. If you do not agree with the changes, you can cancel without any penalty.

12. Third party rights

Other than as expressly provided for in this contract, no other party shall have the right to enforce any term of this contract which that party would not have had but for the Contracts (Rights of Third Parties) Act 1999.