Vulcan Boiler & Heating Cover — Terms & Conditions

Plain‑English draft prepared for website and customer communications. This is a service plan (not insurance). Please ask your solicitor to review before publishing.

Last updated: 7 October 2025

1) About this document

These Terms set out what your Vulcan plan does and doesn’t include, how to book service or make a claim, and how cancellation works. They form your agreement with us alongside your order confirmation.

2) Who’s who

“Vulcan”, “we”, “us”: Vulcan Heating Ltd (Company No. 11601577). Registered office: 1 Ebrook way B762BU. Trading name: Vulcan Heating (if different).
“you”, “customer”: the person named on the order confirmation for the covered property at the service address.

Regulatory note: This plan is a maintenance/service agreement and is not an insurance policy. There is no insurer and no FSCS cover.

3) Definitions (summary)

Annual service: An annual safety & performance service of your boiler by Vulcan.
Call‑out: A visit in response to a breakdown or fault.
BER limit: “Beyond Economical Repair” threshold we apply based on boiler age; if a repair is estimated above this, a replacement is recommended instead.
Full heating cover: External parts of the heating system — radiators, controls and pipework — in addition to boiler parts (Full Works plan only).

4) Plans and what’s included

All plans include: Priority response, Annual boiler service (worth £119), Gas safety check, Heating health check, Radiator checks, System filter cleaned, and Flue gas analysis.

Essential

Boiler service and safety checks as above
Breakdown call‑outs: 1 per year (labour only)

All Rounder (Most Popular)

Everything in Essential
Boiler parts cover (replacement parts for your boiler)
Breakdown call‑outs: 3 per year

Full Works

Everything in All Rounder
Full heating cover (radiators, controls, pipework)
Gas pipework cover (internal gas pipework)
Breakdown call‑outs: Unlimited

Note (Essential): Includes 1 call‑out per year (labour only).

5) What’s not included (key exclusions)

We aim for clarity. The plan excludes:

Claims within the first 14 days from your plan start.
Pre‑existing faults or design faults.
System improvements or upgrades requested for efficiency or aesthetics (non‑fault work).
Purely cosmetic repairs (scratches, dents, casing marks, etc.).
BER limit: if the repair cost is above our age‑based BER threshold, we do not proceed with repair under this plan (quotation for replacement available).

(If you want additional exclusions—e.g., sludge/limescale, specialist cylinders, underfloor systems—add them here. We’ve intentionally kept this list short per your brief.)

6) Call‑outs & response

We triage emergencies first, then prioritise covered customers.
Unused call‑outs don’t roll over. If you exceed your plan allowance, we’ll quote before work.
A call‑out covers travel, diagnosis and, where included by plan, labour and parts.

7) Access and “making good”

You (or an adult you appoint) must be present to provide access.
We’ll make good access holes to a safe, level surface; we don’t promise like‑for‑like finishes (tiles, decor, floor coverings, etc.).

8) Replacement parts & BER

We use quality parts from approved suppliers with similar functionality. Exact brand/model match isn’t guaranteed.
If parts are obsolete/unavailable, or the job is above the BER limit, we’ll discuss paid alternatives (e.g., replacement quotation).

BER thresholds (edit before publishing)

Boiler age at fault dateBER limit (inc. VAT)0–5 years£6006–10 years£45011–14 years£30015+ yearsNot covered for repair under plan — replacement quotation provided

We assess the estimated parts + labour (inc. VAT). If it exceeds the BER limit, the repair is not coveredunder the plan and a replacement is recommended.

We use quality parts from approved suppliers with similar functionality. Exact brand/model match isn’t guaranteed.
If parts are obsolete/unavailable, or the job is above the BER limit, we’ll discuss paid alternatives (e.g., replacement quotation).

9) Annual service

We’ll contact you to book. The visit includes combustion checks and safety testing; if deeper cleaning/adjustment is needed, we’ll do it during the visit where reasonably practical.
If you miss or delay booking within your contract year, the included service is forfeited for that year.

10) Prices & payment

You can pay monthly or annually (10% off) via Direct Debit (GoCardless).
Prices are fixed for your plan year. We may change prices/terms at renewal; we’ll notify you in advance.
If a payment fails, we may pause service until arrears are cleared.

11) Term, cooling‑off & cancellation

Cooling‑off (14 days): Cancel within 14 days for a full refund if no work has been carried out.
After 14 days: Cancel anytime; we’ll refund unused months on a pro‑rata basis, minus any services already delivered (e.g., annual service, call‑outs, parts).
You will never pay more than the annual plan cost for cancellation charges.

12) Your responsibilities

Keep contact details up to date. Tell us if you change boiler/appliances relevant to your plan.
Ensure the property is safe for our engineers (no hazards, asbestos cleared, pets secured, etc.).
Follow manufacturer safety and security guidance for smart controls.

13) Making a claim / booking a visit

Book online: [BOOKING_URL]
Phone: 07943212629
Email: ASHLEY@VLCN.CO.UK
For gas emergencies (suspected gas leak) call 0800 111 999 immediately.

14) Complaints

Email ASHLEY@VLCN.CO.UK or write to Vulcan Heating Ltd, 1 Ebrook way B762BU. We aim to respond within 5 working days and resolve or update you within 8 weeks.
As this is not insurance, there is no Financial Ombudsman or FSCS route. If you want an ADR scheme listed (e.g., Utilities ADR), add details here.

15) Privacy

We handle your data per our Privacy Notice: WWW.VLCN.CO.UK/PRIVACY. We do not sell personal data.

16) Governing law

England & Wales (or Scotland, if your property is in Scotland). Disputes are heard in the local courts for that jurisdiction.