Refund & Cancellation

Refund & Cancellation Policy

This page explains your rights and our procedures for cancelling Service Plans. For cancellations relating to one-off repair or installation work (e.g., a boiler repair or new installation), please refer to Clause 11 (Cancellation and Refunds) in our main Terms and Conditions.

These terms should be read in conjunction with our full Terms and Conditions and our Privacy Policy.

Your Right to Cancel a Service Plan

14-Day Cooling-Off Period

Under UK consumer protection laws, when you purchase a Service Plan online, over the phone, or via any form of distance selling, you have a statutory right to cancel the agreement within 14 days.

When does the period start? The 14-day cancellation period begins on the day you enter into the agreement (the date you agree, whether by telephone, online, or by signing an agreement, to take out a Service Plan with us).
When does it end? The right to cancel expires 14 days after that date.

How to Cancel Within the 14-Day Period

To exercise your right to cancel within this 14-day period, you must inform us of your decision by sending a clear statement. You can do this by:

Email: info@boilerandplumbing.com
Post: Office 1, 15 Grafton Road, Worthing, West Sussex, BN11 1QT
Telephone: 08000 489163

You may use the cancellation form template at the bottom of this page, but you are not required to do so. To meet the cancellation deadline, it is sufficient for you to send your communication before the 14-day period has expired.

Effects of Cancellation Within the 14-Day Period

If services have NOT started: If you cancel within the 14-day period and we have not yet provided any services under the plan, we will reimburse you for all payments received from you. This overrides any general deposit terms found elsewhere, as your statutory right to cancel takes precedence.
If services HAVE started (at your request): You have the right to ask us to begin providing services during the 14-day cancellation period.
- If you do this and then decide to cancel, you will still be entitled to cancel.
- However, you agree to pay us a proportionate amount for the services that have already been provided up to the time you informed us of your cancellation.
- We will reimburse you for any payments you have made for periods after the service was provided, minus the cost of the services already delivered.

How We Will Reimburse You

If you are entitled to a reimbursement, we will make it without undue delay and no later than 14 days after the day we are informed of your decision to cancel.

We will use the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.
You will not incur any fees as a result of the reimbursement.

Our Right to Cancel a Service Plan

We may cancel the contract for a Service Plan immediately if:

a) You provide us with false or misleading information.
b) You cancel your Direct Debit instruction with your bank and do not set up an alternative, valid payment method. If a subsequent Direct Debit payment fails, we will attempt to notify you and give you 28 days to make the outstanding payment. If payment is not received within this 28-day period, we reserve the right to cancel your Service Plan immediately.
c) You fail to make your first Direct Debit payment when it falls due.