Kaiyi Glow Care Terms and Conditions | Glow Green Ltd (EN)

Glow Care by Glow Green Ltd Terms and Conditions V1.7 10-18

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About this Service and Maintenance Contract This booklet explains exactly what your Glow Care contract will and not cover, what to do if you require our assistance, if you need to make any changes, how to cancel or how to make a complaint. This is a service and repair warranty, not a contract of insurance. It is important that you read and understand these terms and conditions. If you require any assistance in understanding this booklet, please do not hesitate to call us on 01202 390066 or send an email to glowcare@glowgreenltd.com .

Contents Definitions Page 2 Levels of service (Glow Care 100, 200, 300) Page 3 General exclusions Page 4 Cancelling your contract Page 7 Complaints Page 8 Privacy policy Page 8 Making a claim Page 9 Cancellation form Page 10 1

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Glow Care - Terms & Conditions: 1. PRODUCT REQUIREMENTS In order to enter in to this Contract You must meet each of the following requirements: Your Home must be located in the United Kingdom (including Accidental Damage – when you do something that stops Your boiler or System from working properly – without meaning to. Agreement – all of the Products You have with Us. Annual Service A check each year to ensure Your gas, oil or LPG boiler, appliance or Central Heating System is safe and working properly. For boilers and central heating your first service counts as an annual service. One of our engineers will visit your home to complete your annual service.

If it’s necessary to take your appliance or boiler apart to adjust or clean it, we’ll do so. During the visit, our engineer will fill in a checklist that details to you what we’ve inspected. If we find a problem or fault that needs to be fixed, we’ll explain it to you. Approved List - Boiler, appliances or parts that We can Repair or Replace. Boiler and Controls a single natural gas, oil or liquid petroleum gas boiler or warm air unit on Your Property that is designed for Home use and has the capacity of up to 70KW - as well as the flue and the wired or wireless controls that make it work, including the programmer, thermostats, motorised valves and Central Heating pump.

Central Heating – the heat and hot water System on Your Property including Your expansion tank, radiators, bypass and radiator valves, warm-air vents, Cylinders, any immersion heater and its wired in timer switch, and the pipes that connect them. Cylinders - a tank that stores hot water. Drains the system of waste water pipes and drain on Your Property. First Service First service is due 12 months from your policy Start Date. However, we may visit Your Home after You first take out a product covering Your Boiler and Controls to check and confirm whether We can cover You. Gas Supply Pipe the pipe that connects Your gas meter to Your boiler and other gas appliances You have on Your Property.

Home the building, including any attached garage or conservatory where You live or a Home You own, including holiday Homes or rental properties. Home Electrics the electrical system on Your Property from and including the fuse box, and any wiring to Your electrical fixtures – including light fittings and switches, sockets, isolation switches, extractor fans up to 15cm in diameter, doorbells and smoke alarms that are connected to the wiring, doorway and security lighting as long as they are fitted less than 10 meters above ground. Maximum Cost – means: the Isle of Man and the Isle of Wight); You must be the legal owner of the Home; and We must have supplied and installed your boiler 2.

GENERAL CONDITIONS UK Law Your Agreement is bound by the laws of whichever country the Property included in Your Agreement is in – England and Wales or Scotland. English Language - Everything We write to You including terms and conditions – will be in English. 3. WORDS IN BOLD Some of the words and phrases We have used have a particular meaning. We have highlighted these words in bold and explain what they mean below. 4. DEFINITIONS Glow Care - Boiler Service and Maintenance Products provided by Glow Green Ltd. “We or Us” – meaning Glow Green Ltd. By or we mean the person(s) named on Your Schedule, plus the people who normally live in Your Home, including any tenants.

Only the person(s) named on the Schedule can amend or cancel the Agreement. Contract means these Terms and Conditions and Your Schedule. Contract Price – means the price Your must pay for the Glow Care Boiler Service and Maintenance Product You have chosen, as specified in Your Schedule. Contract Year means the period of 12 months commencing on the Start Date of Your Contract or if You elect to renew Your Contract the period of 12 months commencing on the Renewal Date. Emergency – Means: 1.

With regard to an uncontrollable water leak to Your Central Heating system which, if left until Our Engineers Normal Working Hours would cause extensive damage to Your Home or would expose You to a risk to Your health, or if You are a Vulnerable Customer Access and Making Good getting to Your boiler, appliance or System, to fix or service it and then Repairing any damage we may cause in getting access to Your boiler, appliance or System by Replacing items such as cabinets or cupboards that we have removed and by filling holes we have made and leaving a level surface we will not Replace or restore the original surface or covering, for example, tiles, floor covering, decoration, grass or plants.

1. In relation to Central Heating Care, Ј1,000 (including parts, labour and VAT) for any Central Heating System Repairs in any Contract Year and Ј1,000 (including parts, labour and VAT) for any one Repair. Monthly Payment means that the part of the Contract Price which You must pay each calendar month. Powerflush a process carried out where we remove the Sludge from Your Central Heating System. 2

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Period of Agreement the day we accept Your application until Has a medical condition that would mean that to wait for our engineers’ Normal Working Hours would endanger the life of that person. 5. OUR MAINTENANCE CONTRACTS 5.1. ANNUAL BOILER Your Agreement runs out as detailed on Your Schedule. Plumbing the water system in Your Home including Your hot and cold water pipes between Your internal stopcock up to Your taps and garden taps attached to Your Home. The flexible pipes to Your kitchen appliances. The hot and cold water tanks including Your immersion heater, isolation, ball and radiator valves, and toilet siphons. Products cover or service for certain appliance(s) or System(s).

Property a Home and all the land up to Your boundary including any detached outbuilding. Renewal Date – means if You elect to renew Your Contract, the date on which Your renewed Contract starts, which will normally be the anniversary of Your Start Date. Repair(s)/Repairing/Repaired - to fix Your boiler, appliance or System following an individual fault or break down. Replacement/Replace/Replacing - where we Replace Your boiler, appliance or parts with an approved standard alternative. We will provide Replacements with a similar functionality but not necessarily an identical make and model or type or fitting.

Start Date means the date on which Your Contract will start, as set out in Your Schedule. Sanitary Ware Your toilet bowl and cistern, bidet, sink, pedestal, bath and shower tray. Sludge the natural build-up of deposits in Your boiler or Central Heating System, and Your pipes, radiator and heat exchanger corrode over time. Schedule - the document that shows the Products you have with us, the Period of Agreement and how much you are paying. System all parts of Your Central Heating, Plumbing, Drains or Home Electrics. Upgrades improvements that make Your boiler, appliance or System safer, or more efficient.

Warm-air – where Your Home is heated by warm air flowing through SERVICE(Glow Care 100) What’s included: Annual Boiler Service What’s not included: Parts or Repair. Damage caused by lime-scale or Sludge. 5.2. BOILER & CONTROLS (Glow Care 200) What we will repair: Where We have supplied and Installed the Boiler and Controls, all Repairs and Replace to: No limit on boiler Repairs – unless the boiler is BER. A single natural gas, LPG, oil boiler or warm - air unit on Your Property that is; Designed for Home use and has a heat output capacity of up to 70 KW. The flue including the flue termination, up to one meter in length.

Repair and Replace wired or wireless controls that operate Your boiler including the programmer or any thermostats, motorised zone valve and Central Heating pump. Annual Boiler Service. What we won’t repair : Boilers and controls that have not been purchased from and installed by Us. Boilers that still work but may have a noise. Venting and airing radiators. Underfloor heating, pipework or controls. Damage caused by lime-scale, Sludge or other debris. If we have advised you previously that you need to carry out Repairs, improvements, or a Glow Green Powerflush, or a similar process, but you have not done so.

Repairing or Replacing the flue including the terminal if it’s over 1 meter in length. Repairing or Replacing the flue including the flue terminal for any open flue appliances. vents, not hot water flowing through radiators. Beyond Economic Repair (BER) means that it would cost more to Repair the boiler than to Replace it. Normal Working Hours: for our engineers between 08.00 AM 5.00 PM (Monday to Friday excluding bank holidays). Or for our contact centre, 24 hours a day, 365 days a year. Emergency Out of Hours means the hours outside of Normal Working Hours for engineers. Vulnerable Customer – Means any person who:

Is residing at the Home and is aged over 70 or; Has a child residing at the Home who is under 3 years old; or 3

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