Terms And Conditions

1. Your Agreement

This is a 12-month fixed-term contract.

Your agreement begins on the start date confirmed in your welcome pack and runs for 12 consecutive months.

Cover is only valid for the property address specified in your plan schedule.

2. What We Cover

Your specific cover depends on the plan chosen:

• Smart Cover – Boiler & controls only.

• Smart+ Cover – Boiler, controls, radiators, and full central heating system.

• Total Home Cover – Heating, plumbing, electrics, and drainage.

A full description of inclusions is provided in your plan schedule and promotional material.

3. What We Don’t Cover

See Section 5 (Exclusions) for full details of items and circumstances not included.

4. Fees & Payment

The monthly fee is stated in your welcome pack.

Payments must be made by direct debit on the agreed date.

If a payment fails, we will notify you.

Clause 10.3 applies: if you fail to make payment, you will be liable for the whole cost of the year, and your cover will be cancelled.

5. Exclusions – What Is Not Covered

The following are not included under any MyHomeCover plan, unless explicitly stated:

5.1 Boiler & Heating

• Boilers over 15 years old or unsupported by manufacturer.

• LPG, oil, solid fuel, biomass, back boilers, or warm air units.

• Heat interface units (HIUs) or shared heating systems.

• Sludge, scale, corrosion, or contamination damage.

• Routine maintenance, flushing, topping up systems.

• Flues, chimneys, or external pipework.

• Cosmetic damage (casings, paintwork).

• Manufacturer recalls or design defects.

5.2 Plumbing & Drainage

• Blockages caused by misuse (fat, grease, wipes, sanitary items).

• Shared drains or pipes outside your property boundary.

• Frozen pipes unless permanently damaged.

• Taps, showerheads, decorative fittings.

• Swimming pools, ponds, irrigation, or external water supplies.

5.3 Electrical

• Power cuts/outages due to your supplier.

• Appliances, white goods, or consumer electronics.

• External/garden lighting or decorative systems.

• Rewiring, upgrades, or improvements.

• Smart home devices, Wi-Fi, or internet connectivity.

• Damage caused by DIY or negligence.

5.4 General Exclusions

• Pre-existing faults (before cover start date).

• Costs incurred before claim approval.

• Fire, flood, storm, subsidence, or natural disasters.

• Neglect, misuse, or deliberate damage.

• Theft, loss of possessions, or cosmetic damage.

• Consequential loss (hotel stays, loss of earnings, etc.).

• Properties unoccupied for more than 60 days.

• Commercial/rental properties unless declared.

• Landlord responsibilities (e.g., Gas Safety Certificates).

6. Your Responsibilities

Provide accurate information when signing up.

Allow reasonable access for engineer visits.

Ensure systems are properly maintained (annual service if included).

7. Our Responsibilities

Provide 24/7 helpline access for emergencies.

Send qualified, vetted engineers to attend covered issues.

Use reasonable endeavours to complete repairs or replacements.

If parts are obsolete/unavailable, we will provide an allowance towards replacement.

8. Making a Claim

Call our 24/7 helpline or raise a request via your online account.

Claims must be authorised by us before work is carried out.

Excess (if applicable) must be paid prior to engineer attendance.

9. Duration of Cover

This agreement is for a fixed period of 12 months.

Cover will automatically end after 12 months unless renewed.

No mid-term cancellation is permitted by the customer except under statutory cooling-off rights (see Section 10).

10. Ending Your Agreement

You may cancel within 14 days of start date for a full refund if no claims have been made.

We may cancel if: you provide false/misleading information, your property is unsuitable or unsafe, or you misuse the service.

If you fail to make payment, you will be liable for the full cost of the year, and cover will be cancelled.

11. Limitation of Liability

We are not liable for:

• Indirect or consequential losses (loss of earnings, accommodation, food, etc.).

• Any failure caused by external suppliers (gas, water, electricity companies).

• Losses where we are prevented from fulfilling obligations due to events beyond our control.

12. Data Protection

We will process your personal data in line with UK GDPR. Full details are in our Privacy Policy.

13. Governing Law

These Terms are governed by the laws of England and Wales. Disputes will be subject to the jurisdiction of the English courts.