Privacy Policy for Fenix Services
Effective Date: 11. 04. 2025
🔧 Terms & Conditions – Structure (Main Points)
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Definitions
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Nature of the Plan (what this is / what this is NOT)
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System Eligibility & Acceptance
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Subscription & Payments
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What’s Included
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What’s Not Included
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Call-Outs, Labour & Parts
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Fair Usage Policy
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System Condition & Ongoing Requirements
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Breakdowns & Repairs
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Appointments & Access
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Cancellations & Termination
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Liability & Limitations
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Communication & Contact
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Amendments to the Agreement
🔧 1. Definitions
The following definitions apply throughout this agreement:
“Plan” / “Subscription”
We provide the monthly service and maintenance agreement for eligible heating systems.
“System”
The heating and hot water installation at the property, including all relevant components such as heat sources, controls, pipework, emitters and hot water storage (where applicable).
“Service Visit”
A scheduled maintenance visit was carried out to inspect, service, and optimise the system in line with manufacturer guidance and industry standards.
“Call-Out”
A visit requested by the customer in response to a fault, issue, or system performance concern.
“Labour”
The time we spend diagnosing, repairing, adjusting, or maintaining the system.
“Parts” / “Materials”
Any physical components required for repair or replacement, including but not limited to valves, sensors, pumps, actuators, controls, and fittings.
“Pre-Contract Survey”
A chargeable inspection conducted prior to acceptance into the plan is used to assess the system's condition, design, and serviceability.
“Property”
The address at which the system is installed and where services are to be provided.
“We / Us / Our”
The service provider is responsible for delivering the plan.
“You / Customer”
The individual or entity entering into this agreement for the provision of the plan.
🔧 2. Nature of the Plan
This plan is a service and maintenance subscription designed for complex heating systems requiring ongoing professional management, optimisation, and support.
It provides access to regular servicing, system oversight, and support for faults and performance issues, subject to the terms outlined in this agreement.
This plan includes call-outs and labour for eligible maintenance and repair works. Parts and materials are not included and will be charged separately where required.
🔧 3. System Eligibility & Acceptance
A system may be accepted into the plan under one of the following conditions:
3.1 Systems Installed by Us
Systems designed and installed by us may be accepted into the plan, subject to their current condition, accessibility, and serviceability.
3.2 Systems Not Installed by Us
Systems not installed by us must undergo a pre-contract survey prior to acceptance.
This survey is a chargeable service and is required to assess:
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overall system condition
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design and installation quality
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control strategy and configuration
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serviceability and access
3.3 Outcome of Assessment
Following the initial assessment, we reserve the right to:
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accept the system into the plan
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request remedial works or upgrades prior to acceptance
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or decline the system if it does not meet the required standard
3.4 Activation of the Plan
The subscription will only become active once any identified issues have been resolved to a satisfactory standard.
3.5 Scope of Suitable Systems
This plan is intended for advanced and complex heating systems that require ongoing professional oversight and optimisation.
Systems may include, but are not limited to:
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multi-zone heating systems
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systems incorporating underfloor heating (UFH)
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systems with stored domestic hot water (cylinders)
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systems with advanced control strategies (e.g. weather compensation, OpenTherm, smart zoning, cascade setups)
Systems may include one or more heat sources, but this is not required.
3.6 Limitations of Acceptance
This plan is not intended for fault-finding on poorly maintained or incorrectly installed systems.
We reserve the right to decline or withdraw the plan if system conditions, design, or usage fall outside acceptable standards.
🔧 4. Subscription & Payments
4.1 Subscription Fee
The plan is provided on a monthly subscription basis.
The subscription fee will be agreed prior to commencement and is based on the type, complexity, and condition of the system.
4.2 Payment Terms
Payments are to be made monthly in advance.
The subscription will only remain active while payments are up to date.
We reserve the right to suspend or terminate the plan if payments are missed or fail.
4.3 Minimum Term
The plan is subject to a minimum term of 12 months from the start date.
The minimum term is required to ensure proper system maintenance and to balance the inclusion of labour and call-out services.
4.4 Start Date
The subscription will commence only after:
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the system has been accepted into the plan, and
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any required remedial works have been completed
Where applicable, the plan will begin following the completion of the initial service or pre-contract survey.
4.5 Price Adjustments
We reserve the right to review and adjust the subscription fee:
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upon renewal
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where system configuration changes
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or where usage falls outside reasonable expectations
Any changes will be communicated in advance.
4.6 Non-Payment
If payment is not received, the plan may be suspended.
During suspension, no services, call-outs, or labour will be provided under the plan.
Continued non-payment may result in termination of the agreement.
🔧 5. What’s Included
The plan includes ongoing servicing, support, and labour for eligible maintenance and repair works, subject to the terms of this agreement.
5.1 Annual Service
One full system service per year is included.
This may include:
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inspection of heat source(s)
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checking system operation and safety
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verification of controls and zoning
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basic cleaning and maintenance tasks
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performance and efficiency checks
5.2 System Optimisation
Ongoing adjustment and optimisation of system controls is included where required.
This may involve:
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control settings adjustment
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zoning optimisation
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efficiency improvements based on system behaviour
5.3 Call-Outs
Call-outs for faults or performance issues are included in the plan.
No separate call-out fee will be charged for eligible visits.
5.4 Labour for Repairs
Labour required for diagnostics and standard repair works is included.
This applies to faults arising during normal system operation, subject to fair usage and system condition.
5.5 Priority Support
Customers on the plan will receive priority booking compared to non-subscribed customers.
Priority access does not guarantee immediate or emergency response.
5.6 Ongoing System Oversight
The plan includes ongoing professional oversight of the system to maintain reliability, efficiency, and proper operation over time.
🔧 6. What’s Not Included
The following items and services are not included in the plan unless explicitly agreed otherwise:
6.1 Parts and Materials
The cost of any parts or materials required for repairs or maintenance is not included.
All parts will be charged separately.
6.2 Major Repairs and System Upgrades
The plan does not include:
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major component replacements
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system redesign or reconfiguration
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upgrades required to improve performance, efficiency, or compliance
6.3 Pre-Existing Faults and System Condition
Faults or issues identified prior to the start of the plan are not covered.
These must be resolved before the subscription becomes active.
Examples of pre-existing issues may include (but are not limited to):
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systems with significant sludge or contamination
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systems with no inhibitor present or evidence of poor water quality
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systems without adequate filtration where contamination is present
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systems requiring powerflush, chemical clean, or other remedial works
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undersized or incorrectly specified components (e.g. circulation pumps not matched to system demand)
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known faults affecting system performance or reliability
6.4 Poor Installation or System Design
The plan does not cover faults or performance issues arising from:
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incorrect or substandard installation
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poor or unsuitable system design
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non-compliant work carried out by third parties
6.5 Sludge, Blockages, and System Contamination
Issues caused by sludge, debris, blockages, or poor system water quality are not included.
This applies both to:
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conditions identified prior to the start of the plan, and
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issues that develop over time due to system condition, age, or lack of previous maintenance
Remedial works such as system flushing, chemical cleaning, or filtration installation are chargeable.
6.6 Misuse and External Factors
The plan does not cover faults resulting from:
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misuse or tampering
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incorrect operation of the system
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external factors beyond our control
6.7 Access and Safety
If access to the system or property is restricted, unsafe, or not reasonably available, services may be delayed or refused.
6.8 Third-Party Work
We are not responsible for faults or issues caused by work carried out by other engineers or contractors.
🔧 7. Call-Outs, Labour & Parts
7.1 Call-Outs
Call-outs for faults, performance issues, or system concerns are included in the plan.
No separate call-out fee will be charged for eligible visits.
7.2 Labour
Labour required for diagnostics, maintenance, and standard repair works is included.
This applies to faults arising during normal system operation and is subject to:
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system condition
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fair usage
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and the terms of this agreement
7.3 Parts and Materials
Parts and materials are not included in the plan.
Any parts required will be charged separately.
Where possible, parts will be supplied at trade cost, with no additional markup.
7.4 Scope of Included Works
Included labour applies to standard maintenance and repair works necessary to restore normal system operation.
It does not include:
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major component replacement
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system upgrades or redesign
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works excluded under Section 6
7.5 Control of Works
We reserve the right to determine:
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whether a call-out is required
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the appropriate course of action
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and whether the work falls within the scope of this plan
7.6 Multiple Visits
Where a fault requires multiple visits, labour remains included provided the issue falls within the scope of the plan.
Where underlying system issues fall outside the plan, further work may be chargeable.
7.7 Non-Fault Call-Outs
Where a call-out is requested and, upon inspection, the system is found to be operating correctly, and in line with its design and settings, we reserve the right to apply a call-out charge.
This includes situations where:
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the system is functioning as intended
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no fault or defect is identified
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the concern relates to system behaviour, user expectation, or misunderstanding of operation
Guidance and advice may be provided remotely where appropriate to avoid unnecessary visits.
🔧 8. Fair Usage Policy
This plan is intended to cover reasonable maintenance and repair requirements for a properly maintained and serviceable heating system.
8.1 Reasonable Use
The inclusion of call-outs and labour is based on typical system usage and expected maintenance levels.
It is not intended to support excessive, repeated, or avoidable call-outs.
8.2 Excessive Use
Where the frequency of call-outs or required works is considered excessive, we reserve the right to review the usage.
This may include situations where:
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repeated call-outs occur over a short period
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multiple issues arise due to the underlying system condition
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system performance is affected by factors outside normal operation
8.3 Underlying Issues
Where repeated issues indicate underlying problems with system design, condition, or configuration, additional works may be required.
Such works may fall outside the scope of the plan and may be chargeable.
8.4 Right to Review and Adjust
In cases where usage falls outside reasonable expectations, we reserve the right to:
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recommend necessary upgrades or corrective works
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adjust the subscription terms or pricing
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or withdraw the plan if conditions are not met
8.5 Misuse of the Plan
The plan must not be used as a substitute for system upgrades, major repairs, or ongoing faults that require corrective work outside normal maintenance.
🔧 9. System Condition & Ongoing Requirements
9.1 Maintaining System Condition
The system must be maintained in a serviceable condition at all times.
The plan is based on the assumption that the system is suitable for ongoing operation and has been accepted under Section 3.
9.2 Customer Responsibilities
The customer is responsible for:
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using the system correctly and in line with guidance
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maintaining reasonable access to all relevant components
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ensuring the system is not tampered with or altered by unauthorised parties
9.3 Ongoing System Suitability
If, during the course of the plan, the system condition deteriorates or is found to be unsuitable for continued coverage, we reserve the right to require corrective works.
Such works may be chargeable and may be required for the plan to continue.
9.4 System Modifications
Any modifications, upgrades, or changes to the system must be approved by us.
We reserve the right to reassess the system following any changes.
9.5 Water Quality and Maintenance
Maintaining adequate system water quality remains essential for correct operation.
Where system condition requires it, we may recommend:
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chemical treatment
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installation of filtration
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or other corrective measures
These works are not included in the plan unless explicitly agreed.
9.6 Access and Environment
Safe and reasonable access to the system must be provided at all times.
We reserve the right to refuse or delay work where access is restricted or conditions are unsafe.
🔧 10. Breakdowns & Repairs
10.1 Reporting a Breakdown
In the event of a fault or system issue, the customer must contact us using the agreed communication method.
We will assess the situation and determine the appropriate response.
10.2 Initial Assessment
Where possible, initial guidance or troubleshooting may be provided remotely.
A call-out will be arranged where the issue cannot be resolved without a site visit.
10.3 Diagnosis and Repair
Upon attendance, we will diagnose the fault and determine the appropriate course of action.
Where the issue falls within the scope of the plan:
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labour for diagnosis and repair is included
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no call-out fee will be charged
10.4 Parts and Additional Works
Where parts are required, these will be charged separately.
No replacement parts or additional work will be carried out without the customer's approval.
10.5 Works Outside the Scope of the Plan
Where a fault or issue falls outside the scope of the plan, we will:
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inform the customer
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provide a recommendation
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and, where appropriate, offer a quotation for the required works
10.6 Temporary Solutions
In some cases, a temporary repair or adjustment may be carried out to restore partial operation.
Permanent repairs may require additional work or parts not included in the plan.
10.7 Access and Scheduling
Repairs and follow-up visits will be arranged based on availability and system priority.
While priority is given to subscribed customers, immediate or emergency attendance is not guaranteed.
🔧 11. Appointments & Access
11.1 Appointment Scheduling
All visits are arranged by prior agreement.
We will provide a suitable appointment window based on availability and priority.
11.2 Access to the Property
The customer must ensure safe and reasonable access to the property and all relevant system components at the agreed time.
11.3 Missed Appointments
If access is not provided at the agreed time, we reserve the right to apply a missed appointment charge.
11.4 Cancellations and Notice
A minimum of 24 hours’ notice is required to cancel or rearrange an appointment.
Failure to provide adequate notice may result in a charge.
11.5 Delays and Unforeseen Circumstances
While we aim to attend all appointments as scheduled, delays may occur due to factors outside our control.
We will make reasonable efforts to inform the customer of any changes.
🔧 12. Cancellations & Termination
12.1 Minimum Term
The plan is subject to a minimum term of 12 months from the start date.
Early cancellation within this period is not permitted unless agreed otherwise.
12.2 Cancellation by the Customer
After the minimum term has been completed, the customer may cancel the plan by providing at least 30 days’ notice.
The plan will remain active until the end of the notice period, provided payments are up to date.
12.3 Cancellation by Us
We reserve the right to terminate the plan by providing reasonable notice.
This may include situations where:
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the system no longer meets required standards
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recommended works are declined
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usage falls outside fair and reasonable limits
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the customer fails to meet their obligations under this agreement
12.4 Immediate Termination
We reserve the right to terminate the plan with immediate effect where:
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there is non-payment
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access is repeatedly refused
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unsafe conditions are present
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the system is altered without approval
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abusive or inappropriate behaviour is directed towards us
12.5 Effect of Termination
Upon termination of the plan:
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no further services will be provided
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no call-outs or labour will be included
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any outstanding balances must be settled
🔧 13. Liability & Limitations
13.1 General Limitation of Liability
We will carry out all works with reasonable care and skill in line with industry standards.
However, we are not responsible for any indirect, consequential, or unforeseen losses arising from system faults or failures.
13.2 Existing System Condition
We are not liable for issues arising from:
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the original design of the system
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pre-existing faults or conditions
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age, wear, or deterioration of components
13.3 Third-Party Work
We are not responsible for faults, failures, or performance issues caused by work carried out by third parties.
13.4 System Performance
While we aim to maintain and optimise system performance, we do not guarantee:
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uninterrupted operation
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specific efficiency levels
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or full system reliability at all times
13.5 Delays and External Factors
We are not liable for delays or failure to provide services due to circumstances beyond our control.
13.6 Damage and Access
We are not responsible for damage resulting from:
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restricted or unsafe access
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hidden defects
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or conditions not reasonably identifiable at the time of inspection
🔧 14. Communication & Contact
14.1 Communication Methods
All communication relating to the plan must be made using the agreed contact methods.
These may include phone, email, or other agreed channels.
14.2 Response Times
We will make reasonable efforts to respond to all enquiries within an appropriate timeframe.
Response times may vary depending on workload, availability, and urgency.
14.3 Customer Responsibility
The customer is responsible for providing accurate and up-to-date contact information.
We are not responsible for missed communication due to incorrect or outdated details.
🔧 15. Amendments to the Agreement
15.1 Changes to Terms
We reserve the right to amend these terms and conditions where necessary.
Any changes will be communicated in advance.
15.2 Continued Use
Continued use of the plan following notification of changes will be considered acceptance of the updated terms.
Fenix Services
Email: info@fenixsrvices.co.uk
Phone: +44 778 417 6578