Glow Care Glow Green L

Glow Care by Glow Green Ltd Terms and Conditions V1.8 08/20 About this Service & 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 maintenance contract. It is 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 . Please note this booklet is concerned with the Glow Care contract.

For full terms and conditions relating to the extended boiler warranty that comes with Glow Care membership, please refer to the following website: www.glowgreenltd.com/terms-conditions (section entitled ‘Glow Green 12 year warranty’).

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Summary Contents Definitions Pages 3-4 Levels of service (Glow Care 100, 200, 300) Pages 5-6 General exclusions Pages 6-7 Cancelling your contract Page 10 Complaints Page 10 Privacy policy Page 10 Using Glow Care Page 11 Cancellation form Page 11

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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 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 “You” or “Your” 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 Vulnerable Customer - an individual experiencing difficulty with everyday living on account of educational, health, employment, learning, language, behavioural, family, financial, social or other circumstances /issues – or a combination of any of these 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.

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

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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:

In relation to Central Heating Cover, 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. Period of Agreement – the day we accept Your application until 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. 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 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 8am to 5pm (Monday to Friday

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