Priority Service Plan Terms & Conditions
These Terms & Conditions apply to all Del Brace Plumbing & Heating Priority Service Plans including Gas, Oil, Landlord and Heat Pump plans.
This is a service and maintenance plan and not an insurance policy.
1. Annual Service
Each plan includes one annual service as stated in the plan description (boiler, oil boiler, gas boiler with safety certificate, or heat pump plus unvented cylinder). Additional servicing outside the annual visit is chargeable.
2. Priority Callouts
Priority callouts are for breakdowns of the appliance covered by your plan. We will attend within 24 hours of your call wherever possible. 24/7 helpline is for emergency reporting only.
3. No Call-Out Charges & Unlimited Call-Outs
Call-out charges are waived under your plan. This means there is no charge for attending your property. However, any time spent carrying out diagnostics, repairs or further work, along with any parts required, will be chargeable.
Unlimited call-outs apply only to the covered appliance and exclude third-party or unrelated faults.
Call-outs are intended for genuine faults and issues. Excessive or misuse of the service may result in review or cancellation of the plan.
4. Discounts on Future Work
As a plan customer you receive preferential rates on other Del Brace Plumbing & Heating services. Discounts do not apply to parts or third-party costs.
This benefit does not apply to Heat Pump Priority Service Plan customers.
5. Payment & Cancellation
Payments are collected monthly by GoCardless. You may cancel at any time with one month’s notice. If you cancel before the included annual service has been completed, you may be invoiced for the balance.
If payments are missed or fail, cover may be suspended until payments are brought up to date.
We reserve the right to review and adjust plan pricing. Customers will be given at least 30 days’ notice of any changes.
6. Exclusions
- Parts and repairs are not included (unless explicitly stated otherwise)
- Appliances older than 15 years may be refused cover
- Unvented cylinder service applies only if present on site ( Heat Pump Priority Service Plan )
- Pre-existing faults or issues present before joining the plan are not covered under the Priority Service Plan.
- Systems that are poorly maintained, incorrectly installed, or heavily contaminated may require remedial work before ongoing support can be provided.
- We are not responsible for delays or inability to repair due to unavailable or obsolete parts.
7. Safety & Access
Customers must provide safe access to the appliance. Missed appointments without notice may incur a charge.
9. Right to Refuse / Withdraw
We reserve the right to refuse or withdraw service where there are safety concerns, abuse, or unreasonable behaviour.
10. Changes to Terms
We reserve the right to update these terms. Current terms are always available at https://delbraceheating.com/priority-service-plan-terms.