Care plan terms (draft)

1. Who we are

These terms are between you and RWPH LTD, a limited company trading as Ritchie Wells Plumbing & Heating ("we", "us"). Our company details and registered office are shown at the foot of this page. We are Gas Safe registered, number 648008. You can contact us on 01707 240387 or 07961 749082, or at info@rwph.co.uk.

2. Our plans are not insurance

Our care plans are service agreements, not insurance. They pay for scheduled servicing and for priority access to our engineer. Repairs, parts and further labour are charged at member rates, and we don't pay for repairs or replacement boilers. If you want breakdown insurance that pays for repairs, talk to an authorised insurer.

3. The plans

We offer three monthly plans. Each plan year runs for 12 months from your start date, for counting your annual service and, on Priority, your visits with the first-hour minimum charge waived. Unused visits don't carry over.

Essential (£14 a month)

• One annual boiler service each plan year, carried out to the manufacturer's instructions with flue gas analyser readings and a written service record
• Service reminders and booking done for you
• Priority booking: you're offered the next available appointment before non-members
• Labour for repairs at 10% below our standard labour rates
• Phone advice from our team in working hours

Priority (£29 a month)

• Everything in Essential
• Up to 2 breakdown visits per plan year in working hours where we waive our first-hour minimum charge. The first 30 minutes on site is included; further time is charged at your member rate
• A next-working-day response target for heating or hot-water problems
• Labour for repairs at 15% below our standard labour rates
• Priority places are limited. When the plan is full, you can join a waiting list

Landlord (£25 a month per property)

• An annual boiler service
• An annual Landlord Gas Safety Record (CP12) at the same visit, for the boiler plus 1 other gas appliance
• Reminders before the CP12 is due, and a digital copy
• Priority response for tenant heating and hot-water problems in working hours
• Labour for repairs at 15% below our standard labour rates
• Gas appliances beyond the boiler plus 1 other are charged at £30 per extra appliance at each annual CP12 visit

What the plans don't include

Unless a plan says otherwise: repairs, parts and materials; out-of-hours work; power flushing, system cleaning, upgrades and replacement boilers; plumbing, drainage or electrical work outside the boiler and its controls (unless we agree it in advance); and paying for, or paying back, engineers you arrange yourself. Gas Safety Records are only included on the Landlord plan.

4. Where our plans are available

Plans are available for properties in the county of Hertfordshire, including the Hertfordshire parts of the WD, HP and CM postcode areas. Luton (LU1 and LU2) is not included. We check the property postcode when you join and again at your first booking. If the property is outside Hertfordshire, we can't accept the plan and will refund any payment taken. If you move to another property in Hertfordshire, your plan moves with you: just tell us your new address.

5. Your first service

Every plan starts with a first service. If we find the boiler or appliances unsafe or needing repair, we'll explain why and give you a quote. Plan visits, including visits with the first-hour minimum waived on Priority, continue once the boiler is in safe working order. If you'd rather not go ahead, you can cancel and we'll refund your plan payments less our standard price for the first service.

6. Payment

You pay monthly by card or Bacs Direct Debit through Stripe. There's no minimum term: your plan runs month to month from the date of your first payment until you cancel.

7. Missed payments

If a payment fails, Stripe retries automatically and emails you. If payment isn't made within [number of days to be confirmed], plan benefits are paused, and the plan ends after [number of days to be confirmed].

8. Your 14-day cooling-off period

You can cancel within 14 days of signing up for a full refund. If you ask us to do your first visit within those 14 days and then cancel, we'll charge a fair amount for the work already done. To cancel, use Manage my plan, call us or email info@rwph.co.uk. [Cancellation form to be added.]

9. Cancelling at any time

You can cancel at any time online through Manage my plan (the Stripe customer portal), or by calling or emailing us. Your plan stops at the end of the month you've paid for.

If you cancel within 12 months of your first plan service, we'll ask you to pay the difference between what you've paid in plan fees and our standard price for the visits you've had. It's never more than that standard price.

10. Working hours and our response target (Priority)

Working hours are Monday to Friday, 9am to 4pm, excluding bank holidays. On Priority, we aim to attend by the end of the next working day. A request made after 4pm, at a weekend or on a bank holiday counts as received on the next working day. For example, a call at 5pm on a Friday counts as received on Monday, so the target is the end of Tuesday. This is a target, not a promise of compensation.

11. Fair use of Priority visits

Priority includes up to 2 visits per plan year with the first-hour minimum charge waived, during working hours only, for faults with the boiler and its controls. Further time on those visits is charged at your member rate. Repeat visits caused by not going ahead with recommended repairs, by misuse or by work done by others may be charged at your member rate. Extra visits are at your member rate.

12. Who carries out the work

Visits may be carried out by Craig or by our trusted subcontractors working on our behalf. Everyone who does gas work for us is Gas Safe registered for that work. We remain responsible for all work done under your plan.

13. Member rates and parts

Member labour rates are 10% (Essential) or 15% (Priority and Landlord) below our standard labour rates as published at the time of the work. The same discount applies to out-of-hours work at our standard out-of-hours rates. Out-of-warranty parts, materials and expenses are charged at our standard price. Parts still under the manufacturer's warranty go through the manufacturer, and we'll deal with them for you; if the manufacturer doesn't pay for fitting, the fitting labour is charged at your member rate. We agree the price with you before work starts. Plan members anywhere in Hertfordshire pay our Hertfordshire rates with no travel charge.

14. Access and missed appointments

You agree to give us reasonable access for plan visits. Missed appointments without [notice period to be confirmed] notice may be charged [amount to be confirmed]. On the Landlord plan, the landlord is responsible for arranging tenant access.

15. Our workmanship guarantee

We guarantee our workmanship for 12 months from the date of the work, including work done by our subcontractors on our behalf. If something we did isn't right, we'll come back and put it right at no charge. Parts carry the manufacturer's own warranty.

16. Price changes and VAT

We'll give you at least 30 days' notice by email of any price change, and you can cancel free of charge before it takes effect. If RWPH LTD becomes VAT-registered, plan prices may change to include VAT; we'll give you at least 30 days' notice and you can cancel free of charge.

17. What we won't do

Our plans aren't insurance. We don't pay for repairs, parts or replacement boilers, and we don't pay for or reimburse engineers you arrange yourself. We aren't liable for faults caused by others, misuse or wear outside our work, beyond our legal duties. Your statutory rights are not affected.

18. Complaints and contact

If you're unhappy with anything, please call us on 01707 240387 or email info@rwph.co.uk and we'll do our best to put it right. [Complaints process to be confirmed.] Our privacy notice explains how we use your details.