Abbey Home Care Plan Terms & Conditions

These Terms and Conditions are a legal document that will bind us both.

Before publication: these terms are transcribed from the Abbey Home Care Plan brochure (confirmed current edition, Jan 2026). One item remains: the solicitor to confirm the Section 3 heading (see the note there).

Section 1: Definitions

• "Add-on Item" means a gas fire service plan and/or gas cooker safety check and/or unvented cylinder service plan and/or the provision of a Landlord's Gas Safety Certificate in conjunction with a boiler service Plan.
• "Call-Out Fees" means the per incident fees payable in respect of any callouts which are not expressly included in your Plan description. These fees are payable in addition to the monthly fee for the Plan(s) shown in the documentation.
• "Fees" means the fees payable to us by you for the provision of the Service Plans (including Call-Out Fees) or under a Quote.
• "Filter Data" means any data broadcast by any filter that is capable of broadcasting such data.
• "Plan(s)" means the service plan(s), described in the documents which you have made a successful application to become a member of, we have confirmed to you in writing has commenced, and which has not been terminated.
• "Quote" means any quote which we issue to you and you accept, for products and services outside of those included in a Plan, as well as any changes to that Quote which we and you agree or confirm in writing or by email.
• "Us", "we" and "our" refers to the heating installation and repair company from whom you receive your Plan documents.
• "Works" means any installation, repair or servicing works carried out by us further to a Quote.
• "You" and "your" refers to you, the person whose application to join one or more of the Plan(s) has been accepted by us.

Section 2: Conditions applicable to Service Plans

1) Service Plan Eligibility

You can only apply for a Plan if:

• you have one domestic (up to 70kW) condensing gas central heating boiler
• you live in the area we cover (please contact us for details)
• you are aged 18 or over, and are the owner or owner-occupier of the property in respect of which you require the Plan, or, in the case of Landlord Care, the owner and landlord of a property you let to tenants
• the property in question has 5 or fewer bedrooms
• in the case of a servicing Plan for an Add-on Item, you also apply for a Plan which is not an Add-on Item
• your boiler needs to be less than 10 years old to qualify for Service Care+ or above; older appliances will be offered Service Care only

Additionally, you can apply for a Plan which includes boiler or system care only if your domestic (up to 70kW) condensing gas central heating boiler has a circular flue, is under 16 years old and doesn't need to be removed from the wall to be repaired, and your boiler and heating system are safe and in good working order (see paragraph 3b below).

At our discretion, we can provide a bespoke quote for your Plan(s) if your property has more than 5 bedrooms. We reserve the right to quote a higher price than the Fees shown in the Service Plan document in such cases, and in any other situation where the heating system in your property will make it more difficult or expensive for us to service and/or maintain your products.

We reserve the right to refuse any application for a Plan without giving a reason. Your Plan(s) will only commence, and a binding contract will only be created between us, once we confirm in writing to you that you have been accepted onto the Plan. If we are unable to accept your application, unless we have already carried out a service of any of your products, we will refund any payments made by you in respect of the Plan.

Any Plan is specific to the boiler installed in the property at the commencement of the Plan. If your boiler is changed during a Plan (other than by us) you must immediately inform us and we may, at our sole discretion, either amend or cancel the Plan.

Our homeowner Plans (for example Service Care) are designed for a property you own and occupy. Landlord Care is designed for a property you own and let to tenants, and continues for as long as you own and let that property. In either case, the Plan will automatically terminate on the date you sell or otherwise dispose of the property. Both your and our obligations under the Plan(s) will then cease and you will not be entitled to a refund of any of the Fees you have already paid. If you are in the process of moving house, or selling a let property, please contact us to let us know as we may be able to transfer your Plan to another eligible property.

Landlord Care: additional conditions for let properties

The following apply where you hold Landlord Care for a property you let to tenants.

• You, as the landlord, are the customer under the Plan and remain responsible for the Fees, whether or not the property is occupied by a tenant.
• Landlord Care includes your annual gas safety check and the issue of a Landlord's Gas Safety Record (Gas Safety Certificate) for the boiler covered by the Plan.
• The Plan helps you meet your legal obligations, but it does not transfer them to us. You remain the "responsible person" for the property under the Gas Safety (Installation and Use) Regulations 1998, including the duty to have gas appliances and flues checked each year and to give your tenant a copy of the record. It is your responsibility to keep track of any appliances at the property that are not covered by the Plan.
• You must arrange reasonable access to the property with your tenant so that we can carry out the service, checks and any covered work. We are not responsible for any delay in, or inability to complete, a service or check that is caused by us not being given access, and we cannot be held liable for a certificate lapsing where access could not be arranged despite our reasonable efforts.

Amendment for review: the eligibility line in Section 1, the termination paragraph above, and this "Landlord Care: additional conditions" block were added in August 2026 so the terms properly cover Landlord Care, which is sold for let properties. The original brochure wording said the Plans were for owned, owner-occupied properties only, which contradicted the product. This is written to be as complete and correct as possible, but it is not a substitute for the solicitor's review: they and Abbey should confirm the drafting, particularly the split of gas-safety responsibility between landlord and Abbey under the Gas Safety (Installation and Use) Regulations 1998, and the access and liability wording.

2) Inclusions and Exclusions

A list of what is included in each Plan is set out in the Plan descriptions.

The Plan enables you to spread the cost of servicing your boiler and controls over a 12 month period. If you cancel your Plan prior to your next service we will not refund you any monies that you have paid up to that point. Please see paragraph 5 below for more details.

Each year we will contact you when the annual service is due to arrange to visit your property and perform an annual service on your boiler and controls, to ensure that it is working efficiently. In the event that you do not hear anything within this time period, you can also arrange it by calling us. Please note, it is your responsibility to arrange for your boiler and controls to be serviced and we will not be liable to you for any refunds if you fail to do so. The annual service will be carried out to statutory requirements and, where available, in accordance with the manufacturer's recommendations. Subsequent annual services will be carried out on or around the anniversary of the preceding annual service.

At any time after the first 12 months of your Plan, we reserve the right to alter the price and/or inclusions/exclusions of your Plan by providing a minimum of 7 days' written notice to you.

Where your plan includes Service Care+ we will also repair your boiler, boiler parts or heating controls, where we are able to do so and where these are not beyond economic repair. We will supply any available boiler parts required and we will fit any replacement parts or heating controls within the cost of your Plan, but the cost of any new heating controls required is not included in any Plan.

Where your plan includes heating system care we will also repair or replace (at our sole discretion) radiators, radiator valves, central heating pipework, header tank and gas pipework (subject to the exclusions described below).

In addition to any exclusions contained within the description of each Plan, the following exclusions apply to all Plans: any repairs and replacement parts required, unless expressly included in your Plan description; removal of products of corrosion from within the system, and/or the clearing or repairing of filters or the addition of chemicals or inhibitor, unless expressly included in your Plan description; any adjustment of time and temperature controls, bleeding radiators or topping up system pressure; data loss or corruption, installing, modifying and upgrading software, or the resolution of any software interface problems; visits outside of normal working hours, being 9am to 4pm Monday to Friday, excluding bank holidays; the fabric of your property including any pipework or flues encased or buried in it, anything you are not legally responsible for such as pipes, cables and drains outside your property's boundary, your domestic water supply, and any pipework or items not expressly included in a Plan description connected to the domestic hot and cold water services including taps and washers; heating appliances including heaters, radiators and cylinders (unless expressly included in your Plan description), thermal stores, underfloor heating systems and/or specialist heating; accidental damage, repairs or modifications not approved by us or the equipment manufacturer, and intentional or unintentional misuse of or damage to your products or services, including damage caused by a third party other than one of our employees or approved sub-contractors; any work, including de-scaling, that may arise due to hard water scale deposits or aggressive water supply, and any breakdowns or damage to the boiler or its parts caused by sludge build-up within the system; for items with screens, repairs due to pixel failure within the manufacturer's acceptable limit, marks on the screen, or burned screens; damage or faults covered by any insurance policy you hold or by a manufacturer's guarantee; damage or faults caused by snow, ice or frost and other extreme weather events, such as lightening, flood, earthquake or hurricane, or caused by fire, explosion, subsidence, structural repairs, or due to any problem with the supply of broadband, water, gas or electricity supply; any inadequacy arising from the original design or installation of your boiler and/or heating system (unless installed by us), replacement, recall or modification of the heating equipment by a supplier or manufacturer, modifying or making heating equipment comply with legislation or making it safely accessible, and any consequential damage or loss occurring as a result of a defect in the boiler or central heating system unless attributable to our negligence (if attributable to our negligence, notification must be given in writing with full details within fourteen days of the incident); damage caused whilst your property was unoccupied for four weeks or more; the cost of any replacement parts, flues, filters, decorative parts, accessories or consumables required under a Plan, unless expressly included in the Plan description; and noise issues only, as boilers become older, for various reasons they may become noisy, where age is the sole reason for noise we do not consider this a fault and its investigation or remedy would be chargeable Works.

The Plans we offer are service plans, which enable you to spread payment for the annual service of your boiler, and (in the case of the boiler and heating system care options) for the costs of the labour and parts which are expressly included within your Plan description and which may reasonably be expected to arise in each year. The Plans we offer do not provide any insurance cover.

Repairs to your boiler are not included under any service-only Plan and are excluded under a boiler or system care Plan where the boiler is Beyond Economic Repair (BER). Your boiler will be BER if the heat exchanger fails or if the value of the boiler or programmer is less than the cost of the parts to repair it.

If you need work or repairs carrying out that are not included in your Plan(s), we will provide a Quote for parts and labour. There is no obligation to ask us to proceed but if you do, all charges will have to be paid in accordance with the terms of the Quote, and separately and in addition to any charges you pay for your Plan.

3) Limitations

Investigation or remedy of any faults that arise with your boiler during the first 14 days of any relevant Plan, or pre-existing faults or conditions, will not be included within your Plan (and will be chargeable Works) unless we installed the product(s) and have maintained them ever since.

In the case of a Plan including boiler or system care, when we carry out your first boiler service and inspection of your boiler and system, if it transpires that your boiler and/or system were not safe and in good working order at the time of your application then we will give you a quote for the additional work required to bring your boiler and/or system up to the required standard. You are under no obligation to have the work undertaken, but if you decide not to go ahead with the work we will cancel your Plan and you will be invoiced for the cost of our visit and for any work carried out (less any payments received in respect of the Plan).

Despite regular servicing, products sometimes fail, and this can damage other items in your property. We cannot repair or replace these items within the cost of your Plan(s) unless the products included in your Plan(s) failed because we did not service or maintain them properly.

Where parts require replacement we cannot guarantee the availability of the exact same part and, at our sole discretion, may supply replacement items which may not be the same, but will have the same functionality.

We do not provide Service Care+ Plan(s) for boilers over 10 years old, or mobile or park homes which are owned or rented.

If there is any delay in payment of the Fees, we will be entitled to suspend any Plan(s) (without penalty) until such time as payment is made.

We may terminate your Plan(s) at any time, without liability, by giving you notice in writing, if you threaten or abuse, or allow any other person to threaten or abuse, any of our staff or sub-contractors in any way, either verbally or physically, or behave in any other unreasonable manner towards our team. We will not refund you any monies that you have paid in respect of your Plan up to that point.

4) Call-Out Fees

Call-Out Fees are "per incident". Accordingly, if we need (or you ask us to carry out) Works which are unrelated to those we were called out to deal with, we reserve the right to charge a second Call-Out Fee. We may also have to schedule a repeat visit to deal with the unrelated Works if they are not urgent.

If we are unable to gain access to the relevant part of your property at the time we have previously agreed with you, or if we reasonably consider that it would be unsafe for us to do so, any Call-Out Fee for that visit will still be payable and we will be entitled to charge a second Call-Out Fee for any re-arranged visit.

5) Termination

If you cancel your Plan, no refunds will be payable by us, except where cancellations are made under paragraph 5c below. You are free to cancel at any time as there is no minimum contract period and no cancellation fee. To cancel, please either email us or write to us at the address set out in your Plan documents. A cancellation form can be found at the end of this document.

Please note, if you cancel your Plan within a 12 month period during which we have provided products and/or services under the Plan, we reserve the right to recover from you any cost of such products and services not covered by your payments under the Plan. If you cancel your Plan prior to your next service then we will not provide the service under the Plan and any work that you subsequently ask us to do, including any servicing, will be considered as extra Works for which we will prepare a Quote.

If you cancel any Plan within the first 14 days from its commencement then, provided you haven't called us out to do any work under it and we haven't undertaken a boiler or appliance service, we will refund in full all sums paid by you under that plan.

We will give you at least 7 days' notice of our intentions to make changes to your Plan(s), including your Plan Fees. If you do not accept the changes then you may cancel your Plan.

Section 3: Conditions applicable to Plans which include Filter Monitoring

Query for the solicitor and Amy: in the brochure this section is headed "Filter Monitoring", but the clauses beneath it deal with quotes and works. The text is reproduced here exactly as the brochure has it rather than re-headed by us. Please confirm the correct heading, or supply the missing Filter Monitoring clauses.

Where we have unproductive days or carry out additional work because one or more of the assumptions made under the Quote proves to be false, or the provision of Works is delayed or changed at your request, or you do not comply with one or more of your obligations under these terms and conditions, then we will discuss with you the impact of these changes upon the Quote, and any previously agreed timescales. If we are unable to reach agreement with you upon these changes within 7 days, however, then we will cease work and charge you the Fees for the work that we have actually carried out. Once we have received payment of those adjusted Fees, our obligations in respect of the Works will then be regarded as discharged.

Unless, where available, you have entered into an agreement to finance Works (see separate terms and conditions), the Fees are due and payable within 7 days from the date of each invoice, which shall be delivered in accordance with the Quote, or (where appropriate) within 21 days of a failure to reach agreement in relation to any additional works.

Where you are supplying products, fittings or other materials for our use in carrying out Works, they must comply with all relevant British Standards; they must be suitable for the environment (for example where water vapour will be present) and appropriate to the physical constraints relevant to the installation (for example size and weight in relation to the load-bearing structures); and you must make sure that they are available and ready to use when required.

Carrying Out Works

A contract for us to carry out the Works only comes into force when you have paid any deposit referred to in the Quote. You must ensure that, from the date we have agreed to begin the Works until they have been completed, we have unimpeded, safe access to the site where we are to carry out the Works at all appropriate times.

If we need to access pipes or wires behind built-in units or appliances, we might ask you to arrange for these to be removed before we start work and replaced when we finish. This removal and replacement will be at your own cost and risk.

If we need to access pipes or wires buried inside a wall, we will make all reasonable efforts to limit mess, and we will make the surface good afterwards to a flat plaster finish.

If we need to access pipes or wires which are under a floor, we will re-lay any disturbed floorboards but we will not arrange or pay for the re-laying of your carpets or other floor-coverings, or for replacing them if we cannot lift them without damaging them.

If you are a consumer (that is, not a landlord), you have the right to cancel Works under a Quote within 14 days of accepting the Quote without giving any reason. To exercise the right to cancel please either email us or write to us at the address set out in your Plan or Quote documents. A cancellation form can be found at the end of this document.

If you require us to commence any Works within 14 days of accepting a Quote then we will require you to complete and sign a waiver that confirms your acknowledgement and acceptance that you are waiving your right to cancel within 14 days.

If you wish to complain or you are unhappy with the service provided, please contact our customer services team.

Stopping (Temporarily or Permanently) the Works

We will be entitled to cease Works immediately if we discover asbestos, infestation or any other health or safety risk at your property and will not be obliged to re-commence the Works until we are reasonably satisfied that it is safe for us to do so.

Where Works require us to disconnect the power supply to some or part of your property for a period of time, we will try to give you notice of the disconnection. It will then be your responsibility to ensure that all computer and other sensitive equipment is properly shut down prior to the disconnection, to avoid any damage or loss of data. We will not be responsible for any losses incurred as a result of a planned disconnection where we have made reasonable endeavours to give you notice.

When we carry out any Works, we may recommend that additional work is carried out to improve the performance of your systems, reduce the risk of future malfunctions or ensure continued compliance with current safety regulations. These additional works are not compulsory. However, the safety regulations applying to the use of gas appliances do change quite regularly and we are obliged to implement them. Accordingly, if you choose not to follow our recommendations and we reasonably believe that any of your products are unsafe, we may be required to disconnect them (with your approval), or notify the National Grid, for your own safety.

If there is any delay in payment of the Fees, we will be entitled to withhold providing any remaining Works (without penalty) until such time as payment is made.

We may terminate all Works at any time, without liability, by giving you notice in writing, if you threaten or abuse, or allow any other person to threaten or abuse, any of our staff or subcontractors in any way, either verbally or physically, or behave in any other unreasonable manner towards our team.

Data Protection

We will collect the following information about you and your product(s): your name, contact details, and the address of your property; payment information provided by you in connection with payment of Fees; details of your Plans and Quotes, details of payments to and from you, and details of visits made and Works planned or completed; any problems you report; and, where you are on a Plan which includes monitoring, Filter Data relating to your Wi-Fi enabled filter.

We use this information to provide you with the product(s) and/or services detailed in your Plan and in any Quote(s), to take payment of Fees, and to administer and improve our business. We do this because it is necessary to run your Plan, and it does not depend on a separate agreement from you.

Separately, we may also tell you by post about other Abbey services which may be of interest to you, which you can ask us to stop at any time by emailing or writing to us. We will not email, text or call you about other services unless you have separately told us you are happy to hear from us in that way, and every such message tells you how to opt out. Declining marketing does not affect your Plan.

All use of your data will be in accordance with the most recent data protection legislation and we will not use your data in any other manner or for any other purpose than as described above.

To administer the Plan we are contracted with a company called TradeHelp Limited (company registration number 03712438). We will share certain of your personal data we collect with TradeHelp to enable us to administer the Plans. This sharing is completed subject to suitable terms and conditions that ensure your personal data is protected. We will never share your personal data with any other third party without your express consent.

You have the right to ask us for a copy of the personal information we hold about you; to update or correct your personal information to keep it accurate; to object to us processing your personal information (in which case we will either agree to stop processing or explain why we're unable to); and, where we rely on your consent, withdraw that consent at any time.

Our Privacy Policy sets out how we handle personal information more generally.

Section 4: Risk and Limitations on Liability

You bear the risk in any materials delivered to you in relation to the provision of the Works and so you are advised to take appropriate precautions to prevent any loss or damage of them. However, we will retain ownership of those materials until all payments due to us in respect of them have been paid in full.

We will not be liable for any consequential or indirect losses you suffer. This includes necessary damage caused to decorations during Works, as well as any loss or damage you suffer (for example due to water leaks) resulting from any fault in your system or products that we have not caused.

Further, (to the extent permitted by English law, and not beyond,) our total liability to you for breach of contract in carrying out or administering your Plan is limited to a sum equivalent to the Fees. This limit does not apply to our liability for death or personal injury caused by our negligence, for fraud, for damage to your property caused by our negligence in carrying out Works, or for anything else that cannot lawfully be limited.

Amendment for review, 4 Sept 2026: the original brochure capped total liability, including for negligence causing property damage, at the value of the Fees. A cap that low against a risk like escape-of-water damage is exactly the kind of term the Consumer Rights Act 2015 fairness test targets, so the cap has been narrowed here to cover breach-of-contract claims only (missed appointments, service not carried out, that kind of thing) and no longer applies to negligence causing property damage, which is now uncapped alongside the death/personal injury/fraud carve-outs already in the brochure text. This is a deliberate, more consumer-favourable change from Abbey's existing wording, made because it reduces Abbey's own legal exposure rather than increases it — but Abbey and the solicitor should still confirm they're comfortable with it before publication.

We do not provide insurance and the Plans are not contracts of insurance; they are service plans whereby you make pre-payments in return for our periodic maintenance of products.

For the avoidance of doubt, this section is not intended to exclude or limit our liability for death or personal injury caused by our negligence, and nothing in these Terms affects your statutory rights as a consumer.

Section 5: General

These Terms and Conditions, together (as applicable) with the Plan(s) or the Quote, represent the entire agreement between you and us and replace any prior written or verbal agreements. Any amendments to the agreement must be agreed in writing by both you and us.

The Plan is a contract between us that is personal to you. You cannot transfer your rights under the Plan to anyone else without our consent. We can transfer our obligations under the plan to any third party.

No waiver of any of our rights will be binding unless that waiver is given in writing. Neither will any waiver granted by us prevent the exercise of any other right(s) we may have against you for subsequent breach of the same or a different provision.

If any provision of these Terms and Conditions is legally incapable of being enforced, it will automatically be replaced by an alternative provision that achieves, so far as is practical, the objectives of the original provision.

These Terms and Conditions will be interpreted in accordance with English Law and disputes arising out of them will be non-exclusively subject to the jurisdiction of the English Courts. These Terms and Conditions are a legal document that will bind us both. We've tried to make them both clear and fair, but if there is anything you don't understand or are unsure about, please discuss it with us before applying for a Plan or requesting a Quote.

Cancellation form

Use this form if you want to cancel your Plan, or cancel Works under a Quote within the 14-day statutory period described above. You do not have to use this exact wording, but it covers what we need to process your cancellation.

To: Abbey Gas (Whitby) Limited, 20 Skinner Street, Whitby, North Yorkshire, YO21 3AJ, office@abbeygroup.uk

I/We hereby give notice that I/we cancel my/our Plan or contract for the supply of the following service:

Ordered on / Plan or Quote reference: [insert]
Name of consumer: [insert]
Address of consumer: [insert]
Signature of consumer (if this form is given on paper): [insert]
Date: [insert]

How to contact us

For a breakdown or repair, you may find that it is quickest and easiest to contact us on 07769 702 525 or 01947 821 374, please call us and let us know. Our breakdown line is open 24/7. We may record calls to help improve our service to you.

Abbey Group, 20 Skinner Street, Whitby, North Yorkshire, YO21 3AJ · office@abbeygroup.uk