npower hometeam care plans
Membership Terms & Conditions
At npower, We understand that You rely on Your boiler and
central heating system for hot water and heating and know
that what You need is comfort from an expert that Your
Boiler and Central Heating System will continue to operate
safely and efficiently, which is why You have chosen a Plan
from Our hometeam care Plan range.
2.9
entral Heating System means the gas fired Central
C
Heating System at the Property including the Boiler,
the Controls together with the pump, motorised
valves, cylinder thermostat, time, temperature and
pressure controls, radiator valves, radiators, pipe work,
and central heating feed and expansion tank.
2.10
Commencement Date means the date from which
Your request for a Plan has been accepted and
processed and You have agreed to pay the Price for
the said Plan.
2.11
Controls means any programmer/time clock/room
thermostat /cylinder thermostat connected to the
Boiler.
2.12
Eligibility Conditions means the conditions and
obligations set out in sections 6 and 7 below.
2.13 Expiry Date means 12 calendar months from the
Commencement Date or, where the Agreement has
been renewed, from the Renewal Date.
2.14 Fault means not in Working Order.
2.15 Geographical Charge means a charge which is
applicable to the regions where We may incur
additional charges such as congestion charges and
additional parking fees.
2.16
Intermittent Defect means a reoccurring defect which
cannot be identified, causing the Boiler and/or Central
Heating System to fail randomly at regular intervals,
but otherwise the Boiler and/or Central Heating
System functions satisfactory.
2.17
Maintenance means such work carried out by Us
to keep Your Central Heating System or Boiler
(depending on which Plan You have chosen) in
Working Order for the Agreement Period, including
the carrying out of the Annual Inspection and Service
and the provision of such Maintenance Work where
necessary.
2.18 Plan means the plans set out in Section 3.
2.19 Price means the amount that You must pay Us for the
selected Plan for the Agreement Period, which may
include a Geographical Charge (as applicable).
2.20 Promotional Item means any item offered as an
incentive when a new Plan is taken out or an existing
Plan is renewed.
2.21
Property means the residential dwelling where the
Central Heating System or Boiler is situated.
2.22 Readily Available means available from a UK supplier.
2.23
Maintenance Work means such maintenance work
carried out by Us to put the Central Heating System
or Boiler (depending on which Plan You have chosen)
back into Working Order (including rectifying a
Fault which arises during the Agreement Period).
Maintenance Work includes Our labour, Our provision
of any particular part of the Central Heating System or
Boiler (as applicable) which needs replacing, and any
VAT on such labour or part.
1
Our Agreement
1.1These Terms and Conditions set out an agreement
under which, subject to certain limitations and
qualifications as detailed below, We will care for and
maintain Your Central Heating System or Boiler (as
applicable depending upon which Plan You choose).
1.2These Terms and Conditions apply to the Agreement
between You and Us. Please read them carefully so
that You fully understand what Your Plan provides
and what You can expect from npower. If You have
any questions please call Us on 0800 980 5975
(hometeam dedicated membership number) and We
will happily answer them.
2Definitions
Certain words and expressions used in these Terms and
Conditions have the meanings set out in this section.
2.1
Agreement means the agreement between You and
Us to carry out the Maintenance specified in Your
Plan, which shall include these Terms and Conditions.
2.2 Agreement Period is defined at section 8.1.
2.3
Annual Inspection and Service means the inspection,
comprehensive service and safety check of Your
Central Heating System or Boiler (depending upon
which Plan You have chosen) carried out during the
Agreement Period in accordance with section 9.
2.4
Beyond Economical Repair means where We estimate
that the Maintenance Work could cost more than the
current value of the Boiler or where the parts required
are not Readily Available to Us.
2.5
Boiler means the boiler that is used to heat Your
Property and which We have agreed to maintain
under this Agreement, including all manufacturer
fitted components within the boiler, the Controls and
the first metre of the horizontal flue pipe including
the Terminal and condensate pipe work. It shall not
include any other boiler located at the Property.
2.6
Callout means where We attend the Property on
Your request in the event of a Fault (or alleged Fault)
occurring with Your Central Heating System or Boiler
(depending on which Plan You have chosen).
2.7
Callout Fee means the fee payable by You under a
Plan which includes payment of a fixed amount in the
event of a Callout, such amount shall be notified to
You at the point when You take out the Agreement
and/or when You contact Us to request the Callout.
2.8
Cancellation Charge means the charge calculated in
accordance with section 16.3.
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npower hometeam care plans
Membership Terms & Conditions
2.24
Renewal Date means the date on which Your
Agreement renews, which, if renewed automatically,
will be the anniversary of the Commencement Date.
2.25
Terminal means the termination of the flue through
which the exhaust gases leave the Property.
2.26
Vulnerable Customer means any person living in the
Property who
-
is aged over 70; or
-
has a child under the age of 1; or
-
is registered disabled; or
-is chronically ill, where being without heating or
hot water could endanger the life of that person.
2.27
Working Order means that the Central Heating
System or Boiler (depending on which Plan You
have chosen) is safe and operating efficiently and is
expected to continue in that way for the period up
to the Expiry Date. This does not mean that Your
Central Heating System or Boiler (as applicable) will
be free from all defects (including, without limitation,
Intermittent Defects).
2.28
We/Us/Our means Npower Northern Limited
(company registered number 03432100) whose
registered office is at Whitehill Way, Swindon,
Wiltshire, SN5 6PB.
2.29
You/Your means the person(s) who has entered into
the Agreement with Us.
4
4.1
What Your Plan provides?
Boiler Care
This Plan includes:
4.1.1the Annual Inspection and Service in respect of
Your Boiler; and
4.1.2 Maintenance Work.
There is no Callout Fee payable under this Plan.
4.2
Boiler Care Flexi / Boiler Care Flexi 100 / hometeam
50 boiler care flexi
This Plan includes the same as set out in section 4.1
above, save that You must pay a Callout Fee under
these Plans for each Callout that is required during
the Agreement Period. The Callout Fee must be paid
prior to Us attending Your Property.
4.3
Central Heating Care/ hometeam 50 Central Heating
Care / Central Heating Care Reward
This Plan includes:
4.3.1the Annual Inspection and Service in respect of
Your Central Heating System;
4.3.2 Maintenance Work.
There is no Callout Fee payable under this Plan.
4.4
Central Heating Care Flexi / Central Heating Care
Flexi 100
This Plan includes the same as set out in section 4.3
above, save that You must pay a Callout Fee under
these Plan for each Callout that is required during the
Agreement Period. The Callout Fee must be paid prior
to Us attending Your Property.
4.5 Annual Boiler Service
This Plan includes one Annual Inspection and Service of
Your Boiler in the Agreement Period.
This Plan above does not provide any Maintenance
Work to Your Boiler or Central Heating System or any
servicing to any other gas appliance.
3
Our Plans
These Terms and Conditions apply to the following Plans
provided by Us. Please refer to Your membership documents
to check which Plan You have chosen.
Plan
Boiler
Central
Heating
System
Callout
Fee
Cashback
Boiler Care Flexi 100
3
7
3
7
Boiler Care Flexi
3
7
3
7
Boiler Care
3
7
7
7
Central Heating Care
Flexi 100
3
3
3
7
Central Heating Care Flexi
3
3
3
7
Central Heating Care
3
3
7
7
Central Heating Care
Reward
3
3
7
3
hometeam 50 Boiler
Care Flexi
3
7
3
3
hometeam 50 Central
Heating Care
3
3
7
3
Annual Boiler Service
3
7
7
7
5
Our Obligations
5.1We shall exercise reasonable care and skill in carrying out
the Maintenance and shall make every effort to ensure
that the Maintenance and any parts used during the
Maintenance will be of satisfactory quality.
5.2We shall carry out the Maintenance in accordance with all
relevant laws and regulation and in accordance with the
manufacturer’s instructions and guidelines.
5.3 Following completion of the Maintenance We will:
5.3.1leave Your Central Heating System or Boiler
(depending on which Plan You have chosen) and its
surrounding area in a clean, tidy and safe condition;
5.3.2remove and dispose of any rubbish or old parts or
other materials at Your request. We shall not be
liable to pay You for them.
6
Your Obligations
6.1We shall have no obligation to carry out any Maintenance
unless:-
There are no limits on the number of Callouts that can be
made or value of Maintenance Work to be carried out during
the Agreement Period, provided that Your Boiler is not
Beyond Economical Repair
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npower hometeam care plans
Membership Terms & Conditions
6.1.1all facilities and supplies necessary for Your Central
Heating System and Boiler to be in Working Order and
required for Us to carry out the Maintenance (including
the Property’s earthing and the supply of gas, water and
electricity) are present or installed at the Property and are
in good working order;
6.1.2Your Central Heating System and/or Boiler (including any
pipe work for Your Central Heating System and/or Boiler)
is easily accessible and located in a safe, well lit and well
ventilated area;
6.1.3You have obtained all the necessary consents, permissions
and authorisations for Us to carry out the Maintenance;
6.1.4the Property is safe for Us to carry out the Maintenance,
including by means of Your removal of any dangerous
material, such as asbestos, from the Property. We reserve
the right to decline to carry out Maintenance where to do
so would it in Our reasonable opinion pose a risk to the
engineer’s health and safety or to the health and safety
of others, including where the Boiler contains asbestos
material. Where asbestos has been identified We will not
undertake any Maintenance until a Clean Air Certificate
has been provided;
6.1.5any information that We request from You to enter into
this Agreement, and carry out any Maintenance pursuant
to this Agreement, is true and accurate.
6.2It is Your responsibility to provide access to the Property
for Our engineers to undertake Maintenance.
7.4We reserve the right not to agree to maintain some Boiler
makes and models. If this is the case with Your Boiler,
We will notify You of this at the time You request the
Plan or following any communication carried out in the
circumstances set out in section 7.7 or when We attend
Your Property to carry out the Annual Inspection and
Service.
7.5The fact that Your Central Heating System or Boiler
(depending on which Plan You have chosen) was
accepted on to one of Our Plans in relation to one
particular Agreement Period shall not mean that We
are obliged to accept it for any subsequent Agreement
Period: Your Central Heating System or Boiler (depending
on which Plan You have chosen) must continue to meet
the Eligibility Conditions for each subsequent Agreement
Period.
7.6If Your Central Heating System or Boiler (depending
on which Plan You have chosen) does not pass the
Eligibility Conditions prior to or during the carrying out
of the Annual Inspection and Service We will cancel Your
Agreement. We will also refund any money that has
already been paid by You in relation to the Agreement
Period, unless We have reasonable grounds to believe
that You knew or should reasonably have known
that before such Annual Inspection and Service You
provided Us with materially inaccurate or incomplete
information in relation to the Eligibility Conditions. In
these circumstances You shall be required to pay the
Cancellation Charge.
7.7Prior to the start of the Agreement and any Renewal
Date, We may ask You questions relevant to the Eligibility
Conditions. Based on Your answers to these questions,
We shall be entitled to decide whether or not to agree a
date to undertake an Annual Inspection and Service. If, as
a result of Your answers, We decide that We are unable
to agree a date to carry out the Annual Inspection and
Service, We shall be under no obligation to enter into any
arrangement with You to provide any Maintenance.
8
Agreement Period and Renewal
8.1The term of this Agreement is 12 months from the
Commencement Date (or Renewal Date where the
Agreement has been renewed) unless it is cancelled by
You or Us in accordance with these Terms and Conditions
(“the Agreement Period”).
8.2Before the end of an Agreement Period We will notify
You of the Price to renew the Plan for a further period
of 12 months. Unless the circumstances in section 8.4
apply, the Plan will automatically continue from the
Renewal Date, unless You notify Us that You do not wish
to renew the Plan. If You do not wish for the Agreement
to renew You must notify Us in writing or by telephone
within 14 days from the Renewal Date. Following the
Renewal Date, We shall contact You in order to agree a
date and time for Us to carry out Your Annual Inspection
and Service for the renewed Agreement Period. We shall
have no obligation to undertake any Maintenance unless
and until We have agreed with You a date to carry out the
Annual Inspection and Service for the Agreement Period
and any renewed Agreement Period.
7
Eligibility Requirements
7.1For Us to undertake any Maintenance pursuant to the
terms of any Plan, the following conditions must be met:
Your Boiler must:
7.1.1 run on mains supplied natural gas;
7.1.2be used for domestic purposes and not used for
commercial purposes;
7.1.3be a domestic conventional Boiler, combination
Boiler or back Boiler;
7.1.4 have a net input rating of less than 70KW;
7.1.5have been installed and maintained in accordance
with the manufacturer’s guidelines;
7.1.6 prior to the start of the Agreement Period, to the
best of Your knowledge, be free of any defects or
damage, and
7.1.7comply with and meet all relevant laws, regulations
and standards.
7.2The Plans are only available in mainland UK. We
are unable to accept onto a Plan a Central Heating
System and/or Boiler that is situated in a mobile
home, detached out house, barn, property owned by a
Housing Association or Council where there is a tenancy
agreement in place, properties used for commercial
purposes or a boiler or heating system that services a
swimming pool.
7.3The Property must be Your main residence and situated
in mainland UK. We are not able to provide the Plans to
tenants occupying the Property or to private landlords to
use for their privately rented properties.
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npower hometeam care plans
Membership Terms & Conditions
8.3Where the Plan has renewed in accordance with section
8.2 and You have not notified Us that You do not wish
to renew the Plan, You will be liable to pay the Price, as
notified to You, for the new Agreement Period.
8.4If, at the time of Your renewal, Your current Plan has been
withdrawn, You will be offered a suitable alternative plan
on the renewal of Your Agreement.
unless You have renewed the Agreement and We have
carried out an Annual Inspection and Service within 12
months of the said Fault occurring, in which case We shall
carry out the Maintenance Work to rectify such Fault,
subject always to the Eligibility Conditions.
9.4Any failure or delay to carry out the Annual Inspection
and Service (where the failure has not been caused by Us)
may affect Your rights under section 11.
9.5We shall be entitled not to complete any Maintenance
at any point during the Agreement Period if We suspect
for any reason or to any extent that You have told Us
anything which in any way or to any extent is inaccurate
or incomplete in relation to the Eligibility Conditions.
In such a case We may cancel the Agreement and if
We have carried out (or attempted to carry out) any
Maintenance during the Agreement Period You shall be
required to pay the Cancellation Charge. If We cancel
the Agreement in accordance with this section and We
have not carried out (or attempted to carry out) any
Maintenance during the Agreement Period, no refund of
any part of the Price already paid by You shall be given.
9.6We may choose to complete the Annual Inspection and
Service at the same time as We are undertaking any other
Maintenance at the Property, including where We attend
Your Property in the circumstances set out in section
9.3.2 above.
9.7We may tell You that remedial work is required to be
carried out to Your Central Heating System or Boiler
(as applicable) in order for the Eligibility Conditions to
be met. If We do so, We will provide You with a quote
for that work to be done. If You accept the quote You
must pay for the work by credit/debit card before We
commence such work. We shall be under no obligation
to enter into any arrangement with You to provide any
Maintenance until such work has been carried out. If the
remedial work is not carried out or is delayed in being
carried out and a Fault occurs to Your Boiler or Central
Heating System (as applicable) as a result of the work
not being carried out or delayed, We shall not be liable
to carry out any Maintenance Work to rectify such Fault
under the Plan. If the remedial work is not carried out by
Us, We shall require written confirmation from the party
that has carried out the work to state that such work has
been completed.
9.8Nothing in section 9.3 above shall affect Your and Our
respective rights of cancellation set out in this Agreement.
9
Annual Inspection and Service
9.1Subject to section 8.2, compliance with the Eligibility
Conditions, payment of the Price in accordance with
section 13.1, Our cancellation rights set out in this
Agreement and the carrying out of any remedial work
in accordance with section 9.7, We shall carry out an
Annual Inspection and Service in each Agreement Period
to ensure that Your Central Heating System or Boiler
(depending on which Plan You have chosen) is in Working
Order. During the Annual Inspection and Service if We
conclude that the Eligibility Conditions have not been
met, section 7.6 shall apply.
9.2If We are unable to make contact with You to arrange
a date to carry out the Annual Inspection and Service
or the Annual Inspection and Service does not occur on
the agreed date for reasons which do not constitute or
include any failure or omission on Our part and We have
been unable to re-arrange another date or We have made
at least 2 attempts to carry out the Annual Inspection
and Service on the date(s) agreed with You but have
been unable to gain access to the Property each time,
We reserve the right to cancel the Agreement. If We
cancel the Agreement in accordance with this section
and We have carried out (or attempted to carry out) any
Maintenance during the Agreement Period prior to the
Annual Inspection and Service being carried out, You
shall be required to pay the Cancellation Charge. If We
cancel the Agreement in accordance with this section and
We have not carried out (or attempted to carry out) any
Maintenance during the Agreement Period, no refund of
any part of the Price already paid by You shall be given.
9.3In the event that a Fault arises with Your Central Heating
System or Boiler (depending on which Plan You have
chosen) at the time the Annual Inspection and Service is
carried out or prior to the Annual Inspection and Service
being carried out in any Agreement Period, subject to
section 10.11, We shall not be liable to carry out any
Maintenance Work to rectify such Fault under the Plan
and We shall have the option to either:
9.3.1cancel the Agreement and the provisions of section
7.6 shall apply in respect of the return of any
monies paid; or
9.3.2carry out such Maintenance Work using Our
discretion, taking into account the date that You
had Your last Annual Inspection and Service carried
out by Us and the extent by which You meet the
Eligibility Conditions. In addition, Our discretion
shall be exercised in Your favour if We have
agreed a date to carry out the Annual Inspection
and Service in the Agreement Period but that the
reason it has not been carried out is not due to any
failure or omission on Your part, subject always to
meeting the Eligibility Conditions
10.Maintenance Work to Your Central Heating System
or Boiler (as applicable)
10.1If Your Central Heating System or Boiler (depending on
which Plan You have chosen) develops a Fault please call
Us on the 24 hour helpline, 0800 980 5975 to arrange for
an engineer to attend.
10.2Subject to section 10.3 and 14, compliance with the
Eligibility Conditions, payment of the Price in accordance
with section 13.1, Our rights set out in section 9.3, Our
cancellation rights set out in these Terms and Conditions
and the carrying out of any remedial work in accordance
with section 9.7, We shall carry out Maintenance Work
as soon as possible after being notified in accordance
with section 10.1 above. On arrival at Your Property the
4
npower hometeam care plans
Membership Terms & Conditions
engineer will check that Your Central Heating System
or Boiler (depending on which Plan You have chosen)
complies with the Eligibility Conditions.
10.3We cannot carry out any Maintenance Work within
the first 14 days of Your Agreement Period, unless Your
Agreement has automatically renewed in accordance
with section 8.2.
10.4If We need to order any parts to complete the
Maintenance Work We may need to arrange further
appointment(s) with You.
10.5In completing any Maintenance We may use whatever
parts We deem to be appropriate for the Maintenance. If
the parts are no longer Readily Available then section 11
below shall apply.
10.6Parts required for the Maintenance may be delivered to
Your Property prior to the relevant appointment and You
must make arrangements to accept delivery of such parts
and take reasonable care of them.
10.7We shall use engineers to carry out Maintenance who are
employed by Us or who have been approved by Us and
who are suitably and properly qualified to carry out the
Maintenance.
10.8All engineers will show an identification badge on arrival
and if You wish, You may also telephone Us on
0800 980 5975 (hometeam dedicated membership
team number) to confirm the engineer’s identity.
10.9We will not reimburse the costs of another engineer or
any other third party attending or repairing the Fault.
10.10In the event that We make at least 2 attempts to access
Your Property following a Callout and have been unable
to gain access to the Property each time, We shall be
entitled to recover Our reasonable costs for attempting
to carry out Maintenance, based on Our standard rates.
10.11We guarantee all parts and labour for 12 months from the
date of the Maintenance Work.
‘Selected Installer’ and give no warranty in respect
of the quality of the boiler and installation and/or
performance of such Selected Installer. This does
not affect Your statutory rights.
11.2 We will not provide a cash alternative or provide a
discount against the cost of a replacement boiler provided
by and/or installed by an installer who is not one of the
‘Selected Installers’.
11.3In order for section 11.1 to take effect, We shall be entitled
to require You to show Us documents which show the
installation date of the Boiler.
11.4Our obligations set out in this section 11 shall only apply
where the Annual Inspection and Service has already
taken place during the Agreement Period.
12 Appointment times for Maintenance
12.1Our engineers normally work during the hours of 8.30am
and 4.30pm Monday to Saturday. Subject to availability,
engineers may also be able to attend an appointment up
to 7pm Monday to Thursday and from 9am to 1pm on
Sunday.
12.2For the reasons given in section 12.3 below, all dates and
times given for Maintenance to be carried out are subject
to availability and change although We will endeavour to
notify You as early as possible if this is the case.
12.3We will always make Vulnerable Customers and
emergencies a priority for Maintenance.
12.4If You wish to reschedule an appointment for
Maintenance to be carried out, You must notify Us before
4pm on the working day (being any day other than a
Saturday, Sunday or Bank holiday) prior to the agreed
appointment date.
12.5If You are unable to be present at the Property whilst We
are carrying out any Maintenance, please ensure that You
have a representative at the Property who is authorised to
consent to the Maintenance and/or make any payment
on Your behalf as may be required in accordance with
these Terms and Conditions.
11
If We are unable to carry out Maintenance Work
11.1There maybe circumstances when We are unable to carry
out Maintenance Work on Your Boiler, for instance if
parts are not Readily Available or if We consider it to be
Beyond Economical Repair. In these circumstances,
We will:
11.1.1if Your Boiler has been installed for less than 7
years old, replace it with a new Boiler that We have
selected as being an appropriate replacement.
The replacement of the Boiler includes the cost of
installing it but does not include the cost of any
upgrades required to Your Central Heating System
that You may request or which are required by
legislation or the cost of moving the Boiler.
11.1.2if Your Boiler has been installed for more than 7
years offer You a discount of £450 off the cost of
a replacement boiler where it is installed by one
of the ‘Selected Installers’ (details of which shall
be provided to You). You shall be responsible for
the cost of the installation and any associated
costs and You shall need to enter into a contract
with the ‘Selected Installer’ for the provision and
installation of the Boiler. We shall not be liable
or responsible for the actions or omissions of the
13 Price and Payment
13.1You agree to pay the Price for the Agreement Period.
Payment of the Price will be by monthly instalments
paid by direct debit. The first payment will be collected
approximately 14 days after the start of the Agreement
Period and subsequent payments on the same date each
month. If You wish to change the date of Your monthly
payment, please let Us know.
13.2Depending on Your preferred payment date, You may
be required to pay two monthly payments in the same
month at the start of the Agreement Period.
13.3If You fail to make any monthly payments We will notify
You and We will not undertake any Maintenance under
the Agreement until such time as payments have been
made up to date. In such circumstances any due and
outstanding payments can be made by debit or credit
card.
13.4If You fail to make any monthly payment We may ask
You to pay the full Price immediately. If You do not do so
We may cancel the Agreement and, if We have carried
out (or attempted to carry out) any Maintenance during
5
npower hometeam care plans
Membership Terms & Conditions
the Agreement Period, You shall be required to pay the
Cancellation Charge. If We cancel the Agreement in
accordance with this section and We have not carried
out (or attempted to carry out) any Maintenance during
the Agreement Period, no refund of any part of the Price
already paid by You shall be given.
13.5Payments for Callout Fees or additional/remedial work
not included within the Price are required to be paid in
advance of the Maintenance or additional/remedial work
being undertaken. Payments can be made by Debit or
Credit Card.
13.6 All amounts stated are inclusive of VAT.
14.1.19maintenance work to intentionally or accidentally
damaged equipment and maintenance work as a result
of someone else’s work or negligence;
14.1.20 maintenance
work where You have been advised
of need for remedial/improvement work and
have not undertaken the required work;
14.1.21 redecoration or reinstatement of floorings,
covers, fixtures and fittings damaged as a result of
the Maintenance, unless the damage is as a result
of Our negligence;
14.1.22hot water cylinder feed and expansion tank
including feed and outlet;
14.1.23maintenance required on the Property’s plumbing
system such as taps and pipework to taps;
14.1.24consequential losses as a result of the Fault
including (without limitation) any cancelled
appointments, or loss of earnings;
14 What is not included?
14.1The Agreement does not also include any of the
following:
14.1.1repairs or remedial work required as a result of a
design fault;
14.1.2improvements required to bring Your Central
Heating System up to current legislative
standards
14.1.3maintenance work to boilers which require
specialist work such as Potterton Powermax, Elm
LE Blanc;
14.1.4systems which are supplied by Liquid Petroleum
Gas (LPG), oil and electric. Under floor heating
and warm air heating systems;
14.1.5 ground, air and water source heat pumps;
14.1.6maintenance work to (including the replacement
of) hot water cylinders, unvented cylinders,
combination cylinders, Elson tanks, thermal
storage units and/or their controls;
14.1.7fan assisted convector heaters and immersion
heaters;
14.1.8Faults caused by or any reduced efficiency of Your
Central Heating System or Boiler as a result of
corrosion, sludge or lime scale;
14.1.9 the cost of removing sludge or lime scale;
14.1.10 the removal of asbestos;
14.1.11cookers and gas fires (except as part of a back
boiler);
14.1.12the replacement of bespoke or designer
radiators. Replacements, where required, will be
standard panel radiators only;
14.1.13resetting of the Controls including winter and
summer time changes;
14.1.14maintenance work due to changes in gas, electric
or water services;
14.1.15connections to the utility services such as electric
cables or gas supply pipe from the meter to the
appliance;
14.1.16maintenance work to (including the replacement
of) flues (excluding the first metre of the
horizontal flue pipe and the Terminal);
14.1.17 any Maintenance to pipes buried in concrete;
14.1.18 any Maintenance which requires the need for
scaffolding;
15 Moving home
If You move home You must tell Us. If You enter into a
new Agreement for a Plan for Your new Property You will
not be liable for any unpaid portion of the Price for the
Plan for Your previous Property. However, if You choose
not to enter into a new Agreement even though the
Eligibility Conditions could or would have been met at
Your new Property, You shall immediately pay in full
any unpaid portion of the Price for the Plan for Your
previous Property.
16
Right to Cancel
Your Right to Cancel
16.1If the Plan You have chosen does not meet Your
requirements You may cancel this Agreement within 14
days following receipt of these Terms and Conditions by:
(a)writing to Us at membership finance department,
npower hometeam, PO Box 7660, Burton On
Trent, DE14 9FX.
or
(b)by phoning Us on 0800 975 9333 (lines are open
Monday to Friday 9am to 5pm).
or
(c)by using the cancellation form provided by us
with these Terms and Conditions or by filling in
and submitting the electronic cancellation form
at npower.com/cancellation. Please note that
you may use this form, but it is not obligatory. If
you use the electronic cancellation form we will
communicate to you an acknowledgement of
receipt of such cancellation by post or by email
(where we have your email address) without delay.
To meet the cancellation deadline, it is sufficient for You
to send Your communication concerning Your exercise
of the right to cancel before the cancellation period has
expired. We will consider Your contract to be cancelled
on the day Your cancellation is posted or submitted to
us (where the electronic form is used). Please keep all
documentary evidence of proof of posting as this may be
requested by Us for clarification. Npower will consider
Your contract to be cancelled from the day of the
telephone call.
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npower hometeam care plans
Membership Terms & Conditions
Without prejudice to clause 10.3, if You have
requested Us to commence the Maintenance during
the 14 day cancellation period, You may be required
to pay Us an amount which is in proportion to the
Maintenance that we have carried out at your request
until You communicate to Us Your cancellation of this
Agreement.
16.2Subject to section 16.4, where You cancel the Agreement
at any time after the 14 day cancellation period referred
to at section 16.1 and We have carried out or attempted
to carry out any Maintenance during the Agreement
Period, You shall be obliged to pay the Cancellation
Charge and in any event, You shall not be entitled
to any refund of any amounts paid. In addition, We
reserve the right to recover the cost of any Promotional
Item provided to You. If You cancel the Agreement in
accordance with this section 16.2 and We have not
carried out (or attempted to carry out) any Maintenance
during the Agreement Period, no refund of any part of the
Price already paid by You shall be given.
16.3The Cancellation Charge shall be calculated as the lesser
of:
16.3.1the Price less any monthly payments and Callout
Fees (where applicable) You have already paid for
the Plan during the Agreement Period; and
16.3.2the cost of any Maintenance We have carried out
or attempted to carry out under the Plan during
the Agreement Period, calculated using Our
standard rates.
16.4Section 16.2 shall not apply where You have cancelled the
Agreement in the circumstances set out in section 19.2 or
where We have failed to fulfil Our obligations set out in
these Terms and Conditions in a material way.
18 Data Protection
18.1We will use the information You give Us, or which We
legally receive from another organisation or person, to set
up and manage Your account with Us. We may share it
with all relevant industry organisations based on agreed
industry processes. We may use it and share it with any
npower group company to:
18.1.1help Us identify You so that We know who We are
talking to;
18.1.2supply You with the Maintenance and any other work We
agree to carry out;
18.1.3set up and otherwise manage Your account, including
collecting debts, after sales service, service messages and
improving Our service to You;
18.1.4 help prevent and detect fraud or loss;
18.1.5assess risk, carry out marketing (unless You have opted
out) or market research, statistical analysis, test systems,
improve the way that We run Your accounts (including
quality assurance) and analyse Your account history; and
18.1.6train staff and monitor Our services. This may mean that
We record Our conversations or Our correspondence
with You to make sure We are providing You with a
good service and to make sure We keep to Our legal and
regulatory obligations.
18.2We may pass information about You to Our agents and
service providers for these purposes. This may involve
passing Your information outside of the European
Economic Area (EEA) to countries that do not have the
same data protection standards as We do in the UK. If
We, or Our agents and service providers, do this, We
will make sure that it happens with the relevant legal
protection in place. If We are asked, We may pass Your
information on for regulatory purposes to Ofgem (or
any organisation which takes over Ofgem’s role), or as
part of a government data-sharing initiative. In addition,
We may share Your information with relevant trade
bodies (including GAS SAFE REGISTER™) and all other
associated bodies who may need to pass these details on
to the relevant body to comply with Building Regulations
or other regulatory requirements and/or in order to carry
out any Maintenance and/or any after sales services.
18.3We may search the files of credit-reference agencies who
will record the search. We may share information about
how You deal with Your account with other financial
institutions, with credit-reference agencies and with fraud
prevention agencies. We may use this information to
help Us assess Your ability to pay Our bills and to make
decisions about the plans and services that We offer You.
18.4We may use and record information about You or
a member of Your household. We may pass this
information to social services, or to other organisations
such as Help the Aged if You are in danger of having your
electricity and/or gas supply cut off and We believe You
may need extra help. You or a member of Your household
may need this extra help as a result of Your (or their)
health, age, disability or financial circumstances.
Our Right to Cancel
16.5In addition to Our rights to cancel this Agreement set
out in these Terms and Conditions, We also reserve the
right to cancel the Agreement if You exhibit abusive or
threatening behaviour towards any of Our employees
and/or engineers. If We cancel the Agreement in
accordance with this section 16.5 and We have carried
out or attempted to carry out any Maintenance during
the Agreement Period, You shall be required to pay the
Cancellation Charge. If We cancel the Agreement in
accordance with this section and We have not carried
out (or attempted to carry out) any Maintenance during
the Agreement Period, no refund of any part of the Price
already paid by You shall be given.
17 If You are not completely satisfied with Our service
We aim to provide You with a high standard of customer
service at all times. However, if at anytime You are not
satisfied with any part of the service We have provided
to You please contact the npower hometeam on
0845 155 0060 or write to Us at npower hometeam,
Customer Relations Department, PO Box 7660, Burton
On Trent, DE14 9FX and We shall do Our best to resolve
any problems.
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npower hometeam care plans
Membership Terms & Conditions
18.5If You have given Us Your mobile phone number or email
address (or both), We may use the information to send
You service messages or other similar information (by text
message or email). The aim is to help Us manage Your
account. We will not use the information for marketing
purposes unless You have agreed that We can. You
must let Us know if Your mobile phone number or email
address changes so that We can keep this information up
to date.
18.6We will release Your account details to any organisation
We may transfer Our rights or responsibilities to under
this Agreement.
18.7You are entitled to see the personal information that
We hold about You at any time. (If You write to, email
or phone Us and ask to see this information, it is known
as a subject access request.) You may do this by calling
Us on 0845 602 6363 or by emailing customer.data@
npower.com or by writing to: Data Protection SARs Team,
npower, Building Tio 2, Ground Floor, Traynor Way, Off
Shotton Lane, Peterlee, County Durham, SR8 2RU. When
We receive Your request We will send You a form to fill in
and You will have to pay a fee of £10. If You do not return
the form or pay the £10 fee, We will not be able to deal
with Your request.
18.8If You have agreed for communications to be sent to you
by email, it is your responsibility to ensure that Your IT
system has the appropriate security protection.
19General
19.1If on any occasion either You or Us agrees to take no
action against the other even after the other has failed to
comply with these Terms and Conditions, that party shall
not assume that the other will do the same on another
occasion.
19.2We may change these Terms and Conditions at any
time. If the changes put You in a worse position, We
will tell You about them within 65 days. If You do not
accept the changes, You may cancel the Agreement by
notifying Us in writing within 14 days after We have sent
You the notification of the changes made. If You cancel
Your Agreement in these circumstances You will not be
liable to pay for the remaining part of the Agreement
Period and the changes made shall not apply to You. No
refund shall be given where the Agreement is cancelled
in accordance with this section 19.2 and the Annual
Inspection and Service has already been carried out for
the Agreement Period.
19.3Other than yourself We do not intend that any other
person can benefit from this Agreement.
19.4Nothing in these Terms and Conditions affects Your
statutory rights as a consumer in relation to the plans
and/or services that We have provided to You. For further
information about Your statutory rights, contact Your
local authority Trading Standards Department or Citizen’s
Advice Bureau.
19.5These Terms and Conditions and the Agreement are
subject to the laws of England and Wales and the
exclusive jurisdiction of the Courts of England and Wales.
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