ALPHA HEAT SERVICING LTD SERVICE AGREEMENT

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1 ALPHA HEAT SERVICING LTD SERVICE AGREEMENT BRONZE EMERGENCY COVER Your Alpha Bronze Service plan includes cover for your emergencies involving your heating system, internal plumbing or internal gas work. Only 4.99 per month Priority callout for gaswater and heating breakdown emergencies. 24 hours a day, 7 days a week. SILVER BOILER AND BREAKDOWN COVER Your Alpha Silver Service plan covers you for emergency gas or water leaks within your boiler. It also includes an annual Alpha Heat boiler service. Only per month Priority callout for gaswater and heating breakdown emergencies. Annual boiler service & LandlordHome Owner Safety Record. 24 hours a day. 7 days a week. GOLD FULL HEATING, PLUMBING AND BREAKDOWN COVER Your Alpha Gold Full Heating, Plumbing and Breakdown cover, covers you for all your system, internal plumbing, and internal gas pipe work emergencies. Parts and labour to repair the system are included as are unlimited call outs and an annual boiler service. Only per month Priority callout for gaswater and heating breakdown emergencies. Annual boiler service & LandlordHome Owner Safety Record. Parts and Labour included. 24 hours a day, 7 days a week.

2 ALPHA HEAT SERVICING LTD HOME EMERGENCY RESPONSE COVER TERMS AND CONDITIONS What's covered? To cover you for any unforeseen emergency involving your heating system, internal plumbing and internal gas pipe work. An emergency is a situation that requires immediate action or alternation to prevent damage to your home or property, to make your home safe such as an uncontrollable water leak or a reported smell of gas. Applies to all internal heating, plumbing and gas pipe work. Alpha Heating Services Ltd Home Emergency cover Exclusions Repair or replacement of Central Heating Boilers and controls. Repair of Central Heating Systems. Annual Boiler and Safety Check. Repair or replacement of hot water cylinders. Pressure Circulating Pumps. Radiators and Radiator Valves. Sanitary ware, Saniflo Systems, Siphons, taps and washers. Frozen pipe works. Iron pipe work. Up to maximum per claim. Maximum of four claims per year.

3 ALPHA HEAT SERVICING LTD BOILER AND CONTROLS BREAKDOWN COVER TERMS AND CONDITIONS What's covered? Domestic gas boiler and controls Alpha Heat Servicing Ltd boiler and controls cover include:- 24 hour, 365 days a year, priority call out service for gas or water leaks within the boiler - emergencies only: 7 days a week, 365 days a year, 8.00 a.m. to 8.00 p.m. repair service on complete boiler breakdown. Repairs in the event of breakdown of a single gas boiler and controls in your home. Parts and labour. Annual Service of your boiler and landlord safety record. Unlimited call outs in relation to cover. Maximum per claim. Alpha Heat Servicing Ltd boiler and controls cover exclusions. Replacing the boiler. Resetting of heating time controls thermostats and boiler resets. Repairing faults or cleaning blockages partially or fully blocked pipe work due to build up of iron oxide sludge. Failure due to the build up of scale. Any work relating to flues, flue liners or chimneys internal or external of property. Any part of the gas central heating system such as radiators, hot water cylinder, cold water supply tank, other than the gas boiler and controls. Any part not forming part of the gas boiler or controls. Cosmetic parts on boiler e.g. boiler casing. Warm air systems. Corrosion. If you call us out to a fault not connected to your boiler or controls, we reserve the right to charge you a call out fee of and we will provide you with a quotation to carry out the repair.

4 ALPHA HEAT SERVICING LTD FULL PLUMBING AND HEATING BREAKDOWN COVER TERMS AND CONDITIONS What's covered? Domestic gas boilers, thermostats, timers, radiators, thermostatic radiator valves, standard radiator valves, heating pipe work, hot and cold water pipe work, Cold water supply mains internal, internal gas supply pipe work, indirect standard and unvented hot water cylinders, cold water storage tank and central heating F&E tank. Overflow pipes, ball valves, washing machine hoses, heating system, pressure relief valves, annual boiler service and safety check, landlord safetygas safety certificate. Hot and cold water pipes from the mains, stopcock inside your home leading to your taps and garden taps (but not including the mains stopcock and taps themselves). Alpha Heating Services Ltd Full Breakdown Cover Exclusions Replacing boiler. Resetting of heating time controls, thermostats and boiler resets. Repairing faults or cleaning blockages partially or fully blocked pipe work due to build up of iron oxide sludge. Removing sludge or hard water scale from the boiler or system. Failure due to the build up of scale. Venting or balancing of radiators, removal of airlocks, refilling of radiators and topping up of heating system after works have been carried out by you or other contractors. Any works relating to flues, flue liners or chimney internal or external of property. Cosmetic parts on boiler e.g. boiler casing. Warm air systems. Corrosion. Pressure testing. Re-energising air gaps. Pipes buried in walls or "built-in" appliances. We do not include the cost of getting to your appliance where your system is inaccessible due to design fault. Repairing or replacing combined overflow, radiators. Repairing or replacing taps, tap washers or glands. Repair or replacement of any soil vent or drainage pipe work which is fitted externally. Repair or replacement to any soak-aways, cesspits, bio-tanks or holding tanks. Repair or replacing of cold water mains supply pipe work external of the property and external stopcocks. Repair or replacing of any lead or iron pipe work internal or external of property. Water softeners, conditioners or water filters. Showers, shower mixers, shower pumps or shower heads. Electric shavers, macerators such as saniflo or pump out systems. Rainwater pipes or guttering. Swimming pools or swimming pool equipment. Jacuzzi, airbath or whirlpools. Any sanitary ware, pop up waste mechanism, kitchens, sinks or waste disposal units. Lagging or pipe work or cylinders. Primatic cylinders, direct cylinders, heatstore cylinders e.g. Gledhill Units. Indirect cylinders over 170 litres. Iron storage tanks. Cont

5 Cont Replacement of air cushions in unvented hot water cylinders. Decorative garden features. Booster pumps. External pipe work. Consumables e.g. flushing chemicals inhibitor and leak seal.

6 AGREEMENT Price and price changes Your Agreement price is set out in your Statement and will not change during your Period of Agreement unless the Government introduces a change in the relevant tax rate. We will always write to you to tell you about any change to your price and Direct Debit Instalments. Payments Following your first payment (usually by Direct Debit or Standing Order), payments for your Agreement will be due monthly. If you choose to pay by cheque or debitcredit card we may charge you a small administration fee for processing your payment. All of our charges are inclusive of relevant taxes at the prevailing rate. Renewals Prior to the end of your Period of Agreement, we will write to you to tell you about any changes to what is included in your Agreement or any changes to our prices for the next year. Unless you tell us when we write to you that you did not wish to renew your Agreement for another year. Domestic Use Agreements are only available for appliances and systems used inside your Home for Domestic Purposes. If you own a domestic property which you let out, you can hold our Agreements for your tenanted property. Our Responsibilities We will meet our responsibilities under your Agreement (s) within a reasonable time unless it is impossible because of circumstances outside our control. If we are unable to meet our responsibilities, we will notify you as soon as possible confirming the reasons why we are unable to meet our responsibilities and provide you with an alternative time when we expect we can satisfy our obligations to you. Gaining access to your property and arranging appointments. Our engineers need to be accompanied in your property at all times by someone aged over 18 years. It is your responsibility to allow us access to your property. If we cannot gain access, we will be unable to carry out the necessary work and you will need to arrange another appointment. If you do not arrange an appointment or we cannot gain access, your Agreement will continue even though we have been unable to carry out the work. If, after several attempts, you have not made an appointment or we still cannot gain access, we may write to you to let you know we have cancelled your Agreement. Safely Advice We may advise you that permanent repairs or improvements are needed to help ensure your appliance or system works safely (for example, to comply with gas safety regulations, such as upgrading your ventilation to meet current standards). If you do not follow our advice, it may mean that we are unable to fulfil all of our obligations to you under your Agreement. In this case, your Agreement will continue to run unless you tell us you would like to cancel or if we cancel (see "Your Cancellation Rights' and "Our Cancellation Rights'). Spare Parts If our engineer does not carry the spare parts needed on the day of your appointment, we use a central stock which means we can normally get hold of most items the following working day. Otherwise, we will do all we reasonably can to find and install parts from our approved suppliers. We may use other approved parts or parts that have been reconditioned by the original manufacturer. Labour One of our engineers will usually carry out the work. In some cases we may authorise a suitably qualified contractor to carry out the work. All of our contractors carry identity cards.

7 Guarantees We guarantee to make good any faulty parts andor defective workmanship for a period of twelve months from the date we completed your repair. The rights in relation to any guarantee we give you are in addition to, and do not affect your legal rights under the Sales of Goods Act 1979 and Supply of Goods and Services Act You can get advice about your rights from a Citizens Advice Bureau or Trading Standards Department. Moving Home You will need to notify us as soon as possible about any change of address. Once we receive new address details from you for your new Home, we will transfer your Agreement to this new address (unless you tell us you do not want to continue with your Agreement) and arrange a First Service for your new Home. Governing Law The terms and conditions for all Agreements are written in English and all correspondence entered into shall be in English. Your Agreement is governed by the laws of England and Wales where your home is located in England or Wales and by the laws of Scotland where your home is located in Scotland. Your Cancellation Rights You may cancel any Agreement you have with us at any time provided you notify by writing to us by recorded delivery at 16 Lytton Road, New Barnet, Barnet, Hertfordshire EN5 5BY. Cancelling your Direct DebitStanding Order without notifying us will not cancel your Agreement with us. If you cancel within the first 14 days (starting from the day after you receive written confirmation or your Agreement with us), we will give you a full refund of any money you have paid, unless we have carried out a repair in which case cancellation charges may apply. If you cancel after the first 14 days (starting from the day after you receive written confirmation of your Agreement with us), we will give you a full refund of any money you have paid for the time left to run in your current Period of Agreement after the point of cancellation unless we have carried out a repair in which case cancellation charges may apply. Cancellation Charges If you cancel any Agreement you have with us part way through your Period of that Agreement and you have had a repair completed in respect to that Agreement you will be charged the full price for the work done. Our Cancellation Rights We may cancel your Agreement in the following circumstances: If you have given us false information; If you do not make an agreed payment; We find something wrong at a First Service; Where there are health and safety issues; Your appliance or system is not on our approved list; You do not provide us with access to your property where required; We are not reasonably able to find parts for your appliance or system; and Permanent repairs or improvements we tell you are required are not completed; Third party interference If we cancel at the First Service, we will give you a full refund of any money you have paid. If we cancel your Agreement at any time after your First Service, we will refund any money you have paid for the time left to run in your current Period of Agreement after the point of cancellation.

8 GENERAL EXCLUSIONS THAT APPLY TO ALL AGREEMENTS Design or existing faults We will not be responsible for the costs of repairs or gaining access to make repairs where there are design faults (unless we are responsible for the design faults), faults which existed before you entered into your Agreement with us or faults which we could not, using reasonable care and skill, identify on our First Service of your system or appliance; for example pipes buried under concrete floors that have been installed incorrectly or without wrapping or movement protection. Accidental damagethird party damagedamage from international risk taking Except where accidental damage caused by you is specifically stated as being included under your Agreement, the cost of repairs relating to damage caused by you is excluded. Where work is undertaken on your system or appliance by a third party, whether or not following our advice, which results in damage to that or another pail of your system as a result of poor workmanship, the repair of any such damage will be excluded from your Agreement. All other loss and damage Unless we cause it, we will not be responsible for any loss or damage to property (including any cleaning needed) or any other type of loss caused by the system or appliance to which your Agreement relates breaking down or being accidentally damaged by you or leaking (for example, damage to furniture caused by water leaks). If access has to be made to your system or appliance, we will fill in any holes and leave the surface level but we will not replace the original surface or construction. Any redecoration or repair of damage that may be needed following our work is your responsibility, unless we have been negligent. Risks normally insured under household or other insurances Except and only to the extent specifically staled as being included under your Agreement, we will not include the repairing of faults or damage or replacement of appliances or systems caused by freezing weather conditions, subsidence, structural repairs, accident, fire, lighting, explosion, flood or storm. You should check your household insurance to make sure you have enough cover for these risks. If anything specifically stated as being included under your Agreement is also included under any other insurance or maintenance contract you hold, the repair will be the responsibility of the provider of your other insurance or maintenance contract. In the event of joint responsibility with your other provider, we will only ever be responsible for our fair share and to the extent of our obligations under your Agreement. Approved equipment For certain items we maintain an approved list. We only undertake work on gaselectricity appliances, central heating system controls, energy-management systems and plastic pipes which are on our approved list. Third party rights Nobody other than you wilt be able to benefit from your Agreement, which cannot be passed to someone else without our written consent. Other exclusions We will not include the following: - Replacing appliances, bathroom fixtures, showers and sanitary ware except as are specifically stated as being included under your Agreement. Improvements including work that is needed to bring your appliancesystem up to current standardslegislative requirements. You may need to have improvements carried out before we are able to complete other repairs to your appliancesystem. Upgrades which you may want to have carried out to improve your appliancesystem. Replacing or repairing parts that do not affect how the appliancesystem works or decorative or specialist parts. Resetting controls (for example, thermostats and programmers following changes due to winter or summer). Removing asbestos associated with repairing the appliancesystem. When yon have had any asbestos removed, you must give us a clean air certificate before we will do any further work at your property. By law, the person who removes the asbestos must give you a clean air certificate. Cont

9 Cont Cash alternatives for service, maintenance or repair. Repairing or replacing any lead, steel or central heating iron pipes (other than where the gas supply) pipe from meter to appliance is specified stated as being included under your Agreement). The cost of repairing damage or breakdowns caused by changes to, or problems with, the gas, electricity or water services. Commencing andor continuing services where we reasonably consider that there is a Health and Safety risk including; the presence of; hazardous materials; infestations; or harassment of our personnel including verbal or physical abuse. We will not recommence work until the Health and Safety risk has been rectified to our satisfaction. I understand and accept the terms and conditions as set out above. If the conditions do not meet with my approval, I have fourteen days from signing to cancel. I confirm that my system is in good working order and has no leaks or malfunctions. Customer: Signature: Date: Gold Level of Cover Silver Bronze Customer address: Address of property covered: Tick if same as above

10 Regular Payments form Please tick relevant box Set up a new Standing Order (please complete section A) Amend an existing Standing Order (please complete section B) Cancel an existing Standing Order or Direct Debit (please complete section C) Please complete all boxes in BLOCK CAPITALS and tick when necessary. Customer Account Details Account Name Sort code - - Account number Section A - Set up a new Standing Order (Who do you want to pay?) Beneficiary Name Alpha Heat Servicing Ltd Sort code Account number Reference Amount of first payment Date of first payment Amount of usual payment Date of last payment Date of Usual payment Frequency of Payment Monthly (WeeklyMonthlyAnnually) Or please continue until further notice Section B - Amend an existing Standing Order (Who you are paying?) Beneficiary Name Amend payment amount from to Amend payment date from to Amend payment frequency from to Amend date of first payment from to Amend reference number from to Section C - Cancel an existing Standing Order or Direct Debit (Who you no longer want to pay?) BeneficiaryOriginator Name Amount Usual payment date I wish to cancel with effect from (For Direct Debit details you should also advise the originator of your cancellation). All relevant sections must be fully completed for your request to be processed. PLEASE ENSURE YOU SIGN AND DATE THE FORM. (Where signing mandate is both or all ; all relevant parties must sign to authorise.) Customer Signature(s) Contact Telephone Number Date Please either post this completed form to Barclays Bank Leicester LE87 2BB or hand in at any Barclays branch. Barclays Bank PLC Regulated by The Financial Services Authority. Registered in England. Registration No Registered Office: 1 Churchill Place, London E14 5HP

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