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Air Source Heat Pump Service Agreement Terms & Conditions

Parties:

  • Improveasy (Installs) Ltd, a company incorporated in England and Wales (Company No. 10833883), registered office at Station House, Stamford New Road, Altrincham, England, WA14 1EP (Provider)

And

  • [Customer Name] (Customer), of [Service Address] (Service Address).

Plan Name: Air Source Heat Pump Service Plan

Effective Date: [DD/MM/YYYY]

Monthly Fee: £15.00 (incl. VAT if applicable), payable by Direct Debit.

Term: This Service Agreement continues on a monthly rolling basis from the Effective Date and will remain in force until cancelled by either party in accordance with the Cancellation section of these Terms and Conditions.

This plan provides you with Services to help keep Your Air Source Heat Pump maintained, supported and in good working order. These terms and conditions set out Your and Our responsibilities in respect of these Services.

1. Definitions and interpretation

For the purposes of this Service Agreement, the following definitions apply:

  • “Air Source Heat Pump” “ASHP” means the domestic air‑to‑water heat pump outdoor unit installed by Us at the Service Address with the serial number: (00000000000000)
  • “Controls” “Controller” means the programmer (time controller), circulating pump, motorised valves, diverter/zone valves, room thermostats, and cylinder thermostat supplied and installed by Us as part of the original system at the Service Address.
  • “Data Protection” refers to all applicable UK data protection laws, including the UK General Data Protection Regulation and the Data Protection Act 2018.
  • “Service”, ” Servicing “, ” Services “,, Service Plan” means the maintenance services provided by Us for the ASHP during the Term, in accordance with the level of cover set out in this Service Agreement.
  • “Service Agreement” means the legally binding agreement between You and Us for the provision of Services at the Service Address, comprising the plan details and these Terms and Conditions.
  • “Service Address” refers to the address noted on this agreement where the ASHP was installed by Us and where Servicing will be carried out.
  • “Terms and Conditions” means these terms and conditions forming part of the Service Agreement.
  • “We”, “Our”, “Us” means Improveasy (Installs) Ltd of Station House, Stamford New Road, Altrincham, England, WA14 1EP.
  • “You”, “Your” means the customer entering into this Service Agreement.

To avoid doubt:

  • Headings are for ease of reference only and do not affect interpretation.
  • Words in the singular include the plural and vice versa.
  • References to laws include any updates, amendments, or replacements.
  • “Including” means including but not limited to.

2. Scope of Services

Once every 12 months from the Effective Date, and at 12‑month intervals thereafter, for as long as this Agreement remains in force.

Air Source Heat Pump (ASHP) Maintenance Tasks:

  • Check the condition of the ASHP and visually inspect for signs of oil leaks, which may indicate a refrigerant leak. Test for leaks if necessary.
  • Check system operation.
  • Check the anti-frost valves.
  • Check safety valves and expansion vessels.
  • Check and clean the magnetic particle filter.
  • Check system pressure.

Controller Tasks:

  • Check for correct operation and temperature setting of the thermostats.
  • Check the operation of the zone valves.
  • Check the operation and the timing of the immersion heater.

On Completion:

  • Check that the whole system is working satisfactorily.

3. Eligibility & Equipment Covered

  • The plan covers the domestic Air Source Heat Pump at the Service Address, installed and operated per manufacturer instructions.
  • We may conduct a preliminary assessment. If the Air Source Heat Pump is unsafe, incorrectly installed, or contaminated, we may decline cover or propose remedial works (chargeable).
  • The removal and replacement of the Air Source Heat Pump listed under this Service Agreement will render this Service Agreement null and void at the point of notification.

4. Customer Responsibilities

You agree to:

  • Provide safe, reasonable access at the scheduled time to indoor and outdoor units, including clearance around the Air Source Heat Pump and evaporator coil at the scheduled time (an adult 18+ must be present).
  • Notify us promptly of unusual noises, smells, alarms, icing, leaks, or other faults.
  • Maintain adequate system pressure and bleed radiators if needed; operate equipment per manufacturer guidance and do not modify setpoints or wiring without guidance.
  • Comply with any safety advice we give.
  • Keep the areas around the Air Source Heat Pump clear of vegetation and obstructions as per the manufacturer’s clearance guidance.
  • Ensure Air Source Heat Pump antifreeze protection is not compromised by third-party works or water top-ups.

5. Scheduling & Attendance

  • We will contact you to schedule the annual Service within the Term or provide you with access to a booking portal.
  • Appointments are within normal working hours (Monday-Friday). Weather conditions, access limitations, or safety concerns may affect work on internal/external units.
  • You may cancel or rearrange your scheduled appointment up to forty-eight (48) hours before the agreed time without charge.
  • Cancellations made within forty-eight (48) hours of the scheduled appointment may incur a fee of fifty pounds (£50.00).

6. Exclusions

This plan does not include:

  • Emergency callouts, breakdowns, or out-of-hours attendance.
  • Parts, components, consumables, filters beyond routine cleaning, sensors, Controller replacements, PCB repairs, fans, compressors, pumps, valves, expansion vessels, pipework, insulation, electrical supplies, cylinders, buffer tanks, underfloor heating circuits. (beyond the cover already provided within workmanship or the manufacturer’s guarantee).
  • Refrigerant recovery/charging beyond leak testing; refrigerant is chargeable if required.
  • Power flushing, system balancing, remedial works, and water quality correction beyond standard checks.
  • Damage due to misuse, neglect, freezing, flooding, fire, pests, building defects, or third-party works.
  • Cosmetic damage, pre-existing faults, manufacturer recalls, and installations not compliant with current standards are excluded.
  • Breakdown cover is not included under this Service Agreement.
  • Parts coverage is not included under this Service Agreement.

7. Payment & Non-Payment

  • The first payment of £15.00 is due upon signing this Service Agreement. All subsequent payments of £15.00 shall be made by Direct Debit on a monthly rolling basis until this Agreement is cancelled in accordance with these Terms.
  • All payments made under this Service Agreement are non‑refundable, including where You choose not to book or receive the annual Service, where the ASHP becomes ineligible due to alteration or removal, or where this Service Agreement is terminated by either party after the 14‑day cooling‑off period. This non‑refundability applies to all payments made to the date of cancellation, regardless of whether the Services have been used in full, in part, or not at all.
  • Failure to make payment within seven (7) days of the due date shall render the payment overdue, and the Service Agreement shall be suspended, during which time no servicing work will be scheduled or conducted.
  • If payment remains overdue for twenty-eight (28) days or more, we reserve the right to terminate this Service Agreement immediately.
  • You acknowledge and agree that we may take legal action to recover any overdue amounts, including the full outstanding balance, any late fees, and any reasonable costs incurred as a result of the default.

8. Health & Safety & Refrigerant Handling

  • If we consider attendance or continued operation unsafe, we may isolate the Air Source Heat Pump or decline Service until hazards are resolved.
  • Refrigerant work will be performed by appropriately qualified personnel where required. Leak testing may be visual or instrument-assisted; consequential refrigerant works are chargeable.

9. Changes to these Terms

  • We may amend these Terms and Conditions from time to time to reflect operational, legal, regulatory, or service‑related changes. We will give you at least 30 days’ notice of any material change. If you do not agree to the updated Terms, you may cancel the Service Agreement before the changes take effect. Continued payment or continued use of the Service after the effective date of the updated Terms will constitute Your acceptance of the changes.
  • We may review and update the Monthly Fee once per year to reflect inflation, increased operational costs, or changes in supplier pricing. We will notify you at least 30 days before any price change takes effect. If you do not wish to continue at the revised price, you may cancel the Service Agreement before the new Monthly Fee begins.

10. Warranties & Liability

  • We will provide our Services with reasonable skill and care, and ensure that all personnel are suitably qualified.
  • We do not guarantee uninterrupted operation, seasonal performance factor (SPF), or COP values.
  • Nothing limits liability for death or personal injury due to our negligence, fraud, or other non-excludable rights.
  • We are not liable for indirect or consequential losses, business interruption, or loss of earnings or profit.
  • Your statutory rights remain unaffected.

11. Cancellation & Cooling-Off

  • You may cancel within 14 days of the Effective Date for a full refund of payments received (if no Service has been provided); if a Service has been provided, we may deduct reasonable costs for work performed.
  • After 14 days, you may cancel at any time with 30 days’ notice; no refund is due for months already commenced.
  • We may cancel for non-payment, unsafe conditions, or misuse, with notice.

12. Data Protection

  • We will process personal data in accordance with our privacy notice and applicable data protection laws. For queries, contact Info@Improveasy.com.

13. Complaints

14. Governing Law & Jurisdiction

  • This Service Agreement is governed by the laws of England and Wales. Courts of England and Wales have exclusive jurisdiction.

Signatures

By signing this document and purchasing this Service Plan, you are agreeing to these Service Terms and Conditions.

Customer Name: ________________________________________

Customer Signature: ____________________   Date: ___________

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