1. General

1.1 The Service Plan is a maintenance agreement between you and Refined Design South East Ltd and is not an insurance policy.

1.2 Cover is only provided for the property and equipment specified at the time of application.

1.3 The Service Plan is subject to an initial inspection and acceptance by Refined Design South East Ltd.

1.4 We reserve the right to refuse cover where a boiler, heating system, or plumbing installation is unsafe, defective, poorly maintained, or beyond economical repair.

2. Eligibility

To qualify for cover:

• You must be aged 18 or over.
• You must own the property or have authority to arrange maintenance.
• The system must be used for domestic purposes only.
• The boiler and heating system must be in reasonable working order at the commencement of the agreement.
• All information supplied during the application process must be accurate and complete.

Incorrect or misleading information may result in cancellation of cover.

3. Contract Length

3.1 Service Plans are provided on a minimum 12-month agreement.

3.2 Your plan will automatically renew unless cancelled in writing with at least one month's notice before the renewal date.

3.3 Monthly payments must be maintained throughout the contract period.

4. Cooling-Off Period

4.1 You have the right to cancel within 14 days of joining the Service Plan.

4.2 Any payments received will be refunded in full unless we have attended and carried out repairs or maintenance at your request during this period.

4.3 Emergency call-outs requested during the cooling-off period will be chargeable.

5. Annual Service

Where included within your chosen plan:

• One annual boiler service will be provided during each 12-month period.
• It remains your responsibility to ensure the service is booked and completed.
• Failure to service the appliance within the manufacturer's required timescales may invalidate any manufacturer warranty.

6. Repairs

6.1 Repairs included within your plan will be carried out during normal working hours.

6.2 Repairs are subject to the availability of replacement parts.

6.3 We reserve the right to repair rather than replace any component wherever reasonably possible.

6.4 Any replacement components supplied shall be of similar specification and may not be identical to the original component.

6.5 Designer radiators, towel rails, specialist fixtures, premium sanitaryware and decorative finishes are excluded from replacement cover unless expressly stated within the plan.

7. Fair Usage and Initial Restriction Period

7.1 To protect against claims relating to pre-existing faults, repairs during the first 90 days of cover may be limited or excluded as detailed in your plan schedule.

7.2 Refined Design South East Ltd reserves the right to decline repairs where repair costs are disproportionate to the value of the appliance or system.

7.3 Cover is intended for unforeseen breakdowns and not ongoing defects that existed before joining the plan.

8. Existing Systems

8.1 Refined Design South East Ltd accepts no responsibility for faults, leaks, breakdowns or defects occurring within existing pipework, radiators, valves, controls, cylinders, appliances, or drainage systems that were not installed by us.

8.2 Older systems may contain hidden faults that become apparent during servicing, repairs, upgrades, system conversions, or power flushing.

8.3 Any defects discovered outside the scope of the plan will be quoted separately.

9. System Contamination and Water Quality

9.1 The Service Plan does not cover faults, damage, or breakdowns caused by:

• Sludge
• Magnetite
• Corrosion
• Limescale
• System contamination
• Poor water quality
• Lack of inhibitor protection

9.2 Power flushing, chemical cleaning, and water treatment are excluded unless specifically included within your plan.

9.3 Damage caused to heat exchangers, pumps, valves, or other components as a result of contamination is excluded.

9.4 If excessive contamination is found, we may recommend a power flush or remedial work before repairs can proceed.

10. Beyond Economic Repair

10.1 Where a boiler, appliance, or component is deemed beyond economical repair, obsolete, unsafe, or replacement parts are unavailable, Refined Design South East Ltd reserves the right to recommend replacement rather than repair.

10.2 Boiler replacement is not included under any Service Plan unless specifically stated in writing.

11. Exclusions

Unless expressly stated within your plan, cover does not include:

• Pre-existing faults.
• Defects caused by poor installation or workmanship by others.
• Boiler replacement.
• Power flushing.
• Water treatment.
• Showers and shower cubicles.
• Toilets, basins, baths, bidets and sanitaryware.
• Decorative fixtures and fittings.
• Below-ground drainage.
• Frozen pipework.
• Damage caused by frost, weather, flooding, fire or other external events.
• Cosmetic defects.
• Manufacturer warranty work.
• Commercial or business-use systems.
• Redecoration, making good, flooring, tiling or plastering after repairs.

12. Parts Availability

12.1 All repairs are subject to the availability of suitable replacement parts.

12.2 Refined Design South East Ltd shall not be liable for delays caused by manufacturers, suppliers, delivery companies, or circumstances beyond our reasonable control.

13. Customer Responsibilities

You must:

• Maintain monthly payments.
• Provide safe access to the property.
• Protect your system against frost damage.
• Follow manufacturer operating and maintenance instructions.
• Inform us of any modifications made to the system.
• Report faults promptly.
• Allow reasonable access for inspection, servicing, and repairs.

Failure to comply may affect entitlement to cover.

14. Access, Health and Safety

14.1 We reserve the right to refuse or discontinue work where access is unsafe or where health and safety concerns prevent our engineers from carrying out work safely.

14.2 Missed appointments may incur a reasonable attendance charge.

14.3 If access is unavailable upon arrival, we reserve the right to charge for the visit.

15. Third-Party Work

15.1 If any work is carried out on a covered system by a third party without prior approval from Refined Design South East Ltd, we reserve the right to suspend or cancel any related cover.

15.2 We will not be responsible for any faults or damage arising from work undertaken by others.

16. Cancellation by Refined Design South East Ltd

We reserve the right to cancel the agreement if:

• Payments are not maintained.
• False or misleading information has been supplied.
• Significant health and safety concerns exist.
• Unauthorised third-party work has been carried out.
• Permanent repairs necessary for safe operation are declined by the customer.
• The system becomes unsafe, uneconomical to maintain, or unsuitable for continued cover.

17. Limitation of Liability

17.1 This Service Plan is a maintenance agreement and not an insurance policy.

17.2 We shall not be liable for:

• Loss of earnings.
• Loss of profit.
• Business interruption.
• Alternative accommodation costs.
• Consequential or indirect losses.
• Damage arising from failure of existing systems.
• Damage to decorations, flooring, furnishings, or contents caused by breakdowns not resulting from our negligence.

17.3 Nothing in these terms excludes liability for death, personal injury, fraud, or any liability that cannot legally be excluded.

18. Complaints

Any complaint regarding the Service Plan should be submitted to:

Refined Design South East Ltd

369 Seaside
Eastbourne
East Sussex
BN22 7RP

Telephone: 01323 642075

Email: hello@refineddesign.co.uk

We will investigate all complaints and respond within a reasonable timeframe.

Service Plan Options

Bronze Plan

• Annual Boiler Service
• Priority Booking
• Discounted Labour Rates

Silver Plan

Includes all Bronze benefits plus:

• Boiler Breakdown Cover
• Heating Controls Cover
• Central Heating System Repairs

Gold Plan

Includes all Bronze and Silver benefits plus:

• Plumbing Repairs
• Radiator and Valve Cover
• Priority Emergency Response
• Enhanced Repair Limits

Customer Declaration

By joining a Bronze, Silver or Gold Service Plan with Refined Design South East Ltd, you confirm that:

• You have read and understood these Terms & Conditions.
• The information you have supplied is accurate.
• You accept the exclusions and limitations of cover.
• You understand that the Service Plan is a maintenance agreement and not an insurance policy.
• You agree to maintain your monthly payments for the agreed contract term.