1. Introduction

These are Freeflow Plumbing Ltd Terms & Conditions. They outline:

• The terms of your Freeflow Plumbing Ltd Plan
• What you can expect from Freeflow Plumbing Ltd
• Your rights and responsibilities

2. When These Terms Apply

Please ensure you read these terms before agreeing to a Freeflow Plumbing Ltd Care Plan. By proceeding, you are agreeing to these terms.

3. What Do We Mean by a “Freeflow Plumbing Care Plan”?

We offer several care plans to suit different needs:

• Bronze Plan: Boiler service
• Silver Plan: Boiler service, Boiler and controls
• Gold Plan: Boiler service, Boiler and controls, Central heating
• Platinum Plan: Boiler service, Boiler and controls, Central heating, Plumbing and drainage
• Fire Plan: Fire service

4. Terminology

For the purpose of these terms & conditions, the following definitions apply:

• “Us/We/Our/Freeflow”: Refers to Freeflow Plumbing Ltd
• “You/Your”: The customer
• “Engineer”: Our appointed representative
• “Care plan”: Any selected plan offered by Freeflow

5. Cover Start Date

Cover begins after boiler/system inspection and receipt of the first payment. The agreement lasts a minimum of 12 months and continues unless cancelled.

6. Initial Inspection

One of our engineers will inspect your boiler/system before activating your plan. If the system is unsuitable, you’ll still be charged for the service performed.

7. Payments

Your plan begins with the first payment. Missed payments may result in suspension and a £25.00 recovery fee.

8. Changing Your Boiler or Appliance

If your appliance is changed, let us know the new make/model. We’ll assess eligibility and may amend or cancel your plan if it cannot be covered.

9. Access to Your Property

An adult (18+) must be present during visits. Access must be clear and safe. Health or safety risks may lead us to refuse service.

10. Cancellations

You may cancel in writing or by email. We may cancel for non-payment, unavailable parts, safety concerns, or refusal to complete recommended works. Charges for work completed before cancellation will apply.

11. Changes of Address

Notify us in writing or by email. Your plan’s continuation depends on system details at your new address.

12. Under Warranty

If your system has a third-party warranty, it’s your responsibility to ensure our work doesn’t invalidate it.

13. Annual Service

We’ll conduct a yearly check for safety and compliance. We’ll notify you to arrange the appointment.

14. Gas Safety Inspection CP12

For landlords, we’ll conduct a yearly safety check of your property’s gas installations and appliances. Tenants may also be contacted to arrange access.

15. Spare Parts

If parts are unavailable, we’ll source alternatives. You may provide parts yourself, but we won’t be liable for manufacturer faults. Obsolete parts may result in a replacement quote with a £400 discount if repair is uneconomical.

16. Specialist and Decorative Parts

Your plan excludes decorative or specialist items. We can install standard alternatives or parts you supply (we’re only liable for installation, not part quality).

17. Accidental, Third Party or Deliberate Damage

We won’t cover damage caused by others or intentional misuse. Our engineer will assess cause.

18. Cosmetic Damage

Cosmetic flaws that don’t impact safety or function aren’t covered.

19. External Water Stopcock

You must arrange with your supplier to shut off the external stopcock if needed.

20. Collateral Damage & Insurance

Your care plan doesn’t replace home insurance. It won’t cover structural, fire, or flood-related damage.

21. Making Improvements

Plans only include repairs, not upgrades or performance enhancements.

22. Management Systems & Connections

We are not responsible for connectivity, mobile apps, or third-party smart systems.

23. What We Cover – Annual Boiler Service

Checks for safety and restores performance to manufacturer’s guidelines.

24. What We Cover – Boiler & Controls

• Repairs to one boiler
• Flue and terminal (up to 1 metre)
• Controls: thermostats, programmers, valves, and pumps

25. What We Cover – Central Heating

• All central heating and primary pipework repairs
• Radiators and valves
• Expansion vessels
• Pressure valves, gauges, and filling loops

26. What We Cover – Plumbing & Drainage

• Internal pipe repairs
• Hot/cold water tanks and components
• Flush mechanisms, ball cocks, valves
• Domestic internal drainage
• Internal waste pipe leak repairs

27. Notable Exclusions

We do not cover:

• Repairs deemed beyond economical
• Unvented cylinders, elson tanks, storage units
• Frozen but non-leaking pipes
• Design flaws or user errors
• Underfloor heating or solar panels
• Limescale or sludge issues
• Reinstatement of décor or flooring
• Non-authorised third-party work
• Equipment not installed to code

28. Boiler & Controls Exclusions

• Oil or solid fuel boilers
• Gas fires and extended flue systems
• Condensate pumps and underfloor systems
• Smart or remote-controlled heating apps

29. Central Heating Exclusions

• Thermal storage systems (e.g., BoilerMate, Megaflo)
• Electric heating or warm air systems
• Magnetic filters or scale reducers

30. Plumbing & Drainage Exclusions

• External service pipes
• Showers, whirlpools, spa baths, fountains
• Outbuilding plumbing
• Electric or water boosting devices
• Blocked external drains or soil pipes
• Macerators like Saniflo

31. Gas Supply Pipework Exclusions

• Gas company’s meter or monitors
• Leaks under National Gas Emergency responsibility

32. How to Make a Claim

Call 0333 006 4421 or message 07514 475923 as soon as you are aware of a problem. Do not arrange work without our approval.

33. How to Make a Complaint

We welcome feedback. Please email info@freeflowplumbing.co.uk if you have a complaint.

34. Breakdowns & Emergencies

Standard hours: Mon–Fri 08:00–16:00. Emergency visits (water leaks or immediate risk) within 24 hours. Out of hours: Mon–Fri until 22:00, Sat–Sun 08:00–17:00. For emergencies call 0333 006 4421. False emergency calls may incur a £100 charge.

35. Gas Leaks

If you smell gas, immediately call the National Gas Emergency Service: 0800 111 999..

36. General

Freeflow is a trading style of Freeflow Plumbing Ltd. Registered in England & Wales. Address: 21 Griffin Drive, Hessle, East Yorkshire, HU13 0UA. Gas Safe Reg No: 580041.