Total-Care - Terms & Conditions

Total-Care service agreement

We aim to provide the highest quality service to you! If you have any questions, problems or complaints about our service and the terms and conditions provided please don't hesitate to phone us free on 08000 270712 to discuss your personal requirements.

Our Service

We will respond to every breakdown call within a twenty-four hour period, Service calls will be dealt with, within seven days and annual/initial inspections will be carried out within 28 days of joining/annual renewal date.

What's Covered (Summary)

Labour and parts for the following:
A. Boiler
B. Controls
C. Pipe Work
D. Radiators
E. Hot Water Cylinder
F. Central Heating Fill & Expansion Tank
G. Cold Water Storage Tank
H. Internal Hot & Cold Water Supply Pipe Work
I. Internal & External Taps
J. Internal & External Drains
Annual boiler service.
Annual safety inspection for all central heating equipment including gas soundness to your property.
Annual inspection of all inside plumbing and drainage.
Priority 24-hour breakdown service.
Unlimited call outs to carry covered within this agreement.
Free phone customer helpline providing free and impartial advice on all your plumbing and central heating questions.
25% discount on all of our services.
Getting to the system.
Internal Gas Supply.

Please see general exclusions below

1.Labour and parts

A. Boiler

This agreement allows for the repair and maintenance of a single natural gas boiler, There is no age limit on the age of your boiler as long as the essential parts are available and has passed our initial inspection.

We will repair or replace your boiler under this agreement providing:

The boiler has not been interfered with or worked on by a non-CORGI registered engineer.

Parts are readily available or can be located with reasonable effort.

If the boiler is less than seven years old and it is uneconomical to repair we will replace the boiler with an approved high effeminacy-condensing boiler under this agreement.

If the boiler is over seven years old and the parts are no longer available to maintain or repair your boiler we will give you a 25% discount in the installation cost of a new boiler and one years free total-care protection for your system.

If you decide to replace the boiler at any time for any reason we will give you a 25% discount on the installation cost of a new boiler and one years free total-care protection for your system.

B. Controls

We will repair or replace the controls to your central heating system with a suitable like for like replacement providing:

The controls have not been interfered with since our initial/annual inspection.

C. Pipe work

All central heating flow and return pipe work providing no adjustment has been carried out since our initial/annual inspection.

D. Radiators

We will repair or replace as necessary any radiator including radiator valves with standard contact quality replacements providing:

The radiators and their valves have not been interfered with since our initial/annual inspection.

The Valves are less than fifteen years old and radiators are less than twenty years old.

If the valves are more than fifteen years old or radiators twenty years old we will give you a 25% discount of the price of replacement radiators or valves.

E. Hot Water Cylinder

We will repair or replace as necessary your hot water cylinder providing:

The Cylinder has not been interfered with since our initial/annual inspection.

The Cylinder is less than twenty years old.

If the cylinder is more than twenty years old we will give you a 25% discount of the price of a replacement cylinder.

F. Central Heating Fill & Expansion Tank

We will Repair or replace as necessary your central heating fill and expansion tank providing:

It has not been interfered with since our initial/annual inspection.

The F & E tank is less than twenty years old.

If the F & E tank is more than twenty years old we will give you a 25% discount of the price of a replacement F & E tank.

G. Cold Water Storage Tank

We will Repair or replace as necessary your cold water storage tank providing:

It has not been interfered with since our initial/annual inspection.

The cold-water storage tank is less than twenty years old.

If the cold-water storage tank is more than twenty years old we will give you a 25% discount of the price of a replacement cold-water storage tank.

H. Internal Hot & Cold Water Supply Pipe work

We will repair or replace as necessary any internal (after the stop cock) hot & cold water pipe work providing:

It has not been interfered with since our initial/annual inspection.

All pipe work is in copper and less than twenty-five years old.

If the pipe work is more than twenty-five years old or not in copper (i.e. Steel/Lead) we will give you a 25% discount of the price of any replacement pipe work required.

Internal hot & cold water supply pipe work includes cover for standard ball valves and toilet siphons, pipes that burst due to cold/freezing weather and flexible hot and cold pipes to washing machines and dishwashers.

I. Internal and External Taps

We will repair or renew as necessary all internal and external taps with suitable contract replacements taps, providing the taps have not been interfered with since our initial/annual inspection.

We will fit your choice of replacement taps at no charge providing you supply the replacement taps or order the replacement taps through us for installation at your property.

Internal taps, bathroom sink and bath taps (maximum of three bathrooms) and kitchen taps.

Outside taps our standard bib taps (maximum of three per property).

J. Internal and External Drains

We will repair or renew as necessary all internal and external drains up to a maximum of £1000, parts and labour per job.

This agreement allows for the unblocking of drains, caused be standard household domestic waste up to the boundary of your property to restore flow.

Drains must be in good working order and not subject to any construction/design faults.

2.Boiler Service

We will carry out a full annual boiler service in each year of your agreement.

You will be informed by post of the due date for your annual boiler service and inspection we will request you to ring and arrange a suitable convenient time for us to carry out the service/inspection.

Service/inspection visits will be arranged within twenty-eight days of your call.

Boiler services/annual inspections will be carried out in one visit and will take approximately one hour.

We will rearrange as necessary the service/inspection if requested by you.

Failure to meet the third arranged time for your annual service/inspection will incur a charge currently £30.

3. Annual safety inspection for all central heating equipment including gas soundness to your property

Full annual inspection will be carried out with annual boiler service please refer to section 2 above.

Annual inspection is a visual inspection of all available pipe work, radiators, boiler, controls, cylinder, tanks, internal and external taps and drains.

Access to your loft space will be required for the annual inspection unless you have a combination boiler.

4. Annual inspection of all inside plumbing and drainage.

Please refer to section 2 and 3.

5. Priority 24-hour breakdown service.

We will respond to every breakdown call within a twenty-four hour period, service calls will be dealt with within seven days, Annual/initial inspections will be carried out within 28 days of joining/annual renewal date.

6. Unlimited call outs to carry covered within this agreement.

We will provide unlimited free call outs for any item included in this agreement.

We also provide a free phone number for any enquiries or questions you may have.

7. Free phone customer helpline providing free and impartial advice on all your plumbing and central heating questions.

We will provide free no obligation advice on all your plumbing/central heating requirements from planning your new bathroom to the latest condensing boiler technology.

All advice given is not necessary the view of PJ Plumbing Service or its employees and is given in an impartial no obligation basis.

8. 25% discount on all of our services

As a member of Total-Care you will receive a 25% discount on any product or service offered by PJ Plumbing services.

25% discount applies to all published prices and all special promotional offers offered by PJ Plumbing Services.

25% discount applies to all members that have belonged to Total-care for a period of not less than six consecutive months.

9. Getting to the system

Our cost for getting to your system (i.e. Pipes buried in walls, under floors, drains) is included up to £1200.

10. Internal Gas Supply

We will repair or renew all internal gas pipe work between your meter and appliances.

WHAT'S NOT INCLUDED

Regular cleaning your drains
Repairing or unblocking drains or working on central heating systems used for commercial purposes
Repairing or replacing any iron or lead pipe work
Repairing or unblocking shared drains
Repairing or replacing the cold water stopcock, rainwater pipes, guttering, macerators,
electrical units, garden water features, swimming pools, water filters, water softeners, power showers, shower pumps and mixer valves

GENERAL EXCLUSIONS

Damage to property, personal belongs caused by your appliance/installation (unless we are responsible for it).

Repairing faults relating to work carried out by yourself or others not appointed by us.

Cost of repairs required to fix design faults, or faults that existed before the initial inspection that could not have been identified reasonable care or skill.

Decoration, (unless caused by negligence) we will make good after all work carried out and all reasonable care will be taken to prevent/minimise damage caused during work.

Normally insured risks such as freezing weather (unless coved by this agreement), accident, fire, subsidence, structural repairs, explosion, lightning, storm or flood.

Damage/problems caused by gas, electricity or water services.

Removing Asbestos, a clean-air must be produced before we will carry out repairs/work on your system

Repairing faults caused by physical blockages if we have told you permanent repair is
required to prevent such problems

Repairing or renewing decorative items that do not affect how the system works

Resetting controls after power cuts/changes by you or someone not appointed by us

Improvement work need to bring your system up to current regulations, including boiler upgrades, unless covered under this agreement, system upgrades adding thermostatic valves, renewing radiators not covered by this agreement or replacing serviceable items at your request.

Cash alternatives

ACCEPTING THIS AGREEMENT

Your cover will commence with the acceptance of this agreement and will run for one calendar year from that date, You have the right to cancel this agreement within seven days and you will receive a full refund of any monies paid.

You have the right to cancel this agreement at any time by giving us one full calendar month in writing, please note if the minimum charge for each period of agreed cover is £52.00 if you cancel the agreement you will be liable for the minimum amount for the current period of cover for example.

Period of cover Amount already paid Amount due

1 Month	£14.95	£37.05
2 Months	£29.90	£22.10
3 Months	£44.85	£7.15
4 Months and over	£14.95 per month	Nil

We will cancel the agreement if you fail to make the agreed payment, we find something wrong at the initial inspection, work is carried out on the gas side of your system by a non-CORGI registered engineer.

We cover the county of Hampshire and Surrey by covering a select area it allows us to ensure that our engineers are available to respond quickly to your needs, you must fall within the area covered by us we will inform you at the time of accepting this agreement that you are in the area covered by us. If you move outside the area the agreement will cease from the date you move or the date you inform us that you would like to cancel the contract, the thirty-day notice period is not required and you will not be charged after this date.

This agreement is intended for domestic use only. We offer a Total-Care-Let agreement for properties you let out to third parties, please click on the link for Total-Care-Let for details.

PAYMENT

We accept payment in the following methods

Monthly By

Credit Card
Direct Debit

Annually By

Credit Card
Cheque
Direct Debit
Postal Order

INITIAL INSPECTION

We will perform an initial inspection within 28 days of the date of this agreement, your cover will commence on the day of this agreement but will exclude anything found in the subsequent initial inspection.

The initial inspection will include your first annual inspection and boiler service and will take approximately one hour however due to the design of your home and or lay out of your system the inspection may take longer.

If we discover any problems with your system we will discuss and send you a list of the problem area(s) and the possible cause of action to remedy these problems at which time you can either.

Cancel the agreement and you will receive a full refund.

Accept the agreement excluding the problem area(s).

Ask us to carry out the necessary work needed to remedy the problem(s) of which we will provide you with a full and detailed quotation of which you will be entitled to a 25% discount.

Have the work carried out by another company at which time we will carry out another initial inspection to reassess your system.

PERSONAL INFORMATION

We keep a record of the information you provide us with including payment details and all information collected at the initial inspection. Once the initial inspection is complete we will send you a copy of all information held by us for your records.

All information is dealt with the strictest privacy and will only be used if necessary to contact you or inform you of changes to our services or to help prevent fraud.

We will never pass any information onto any other third party or company. All information held will be destroyed on cancellation of your agreement.

We will send you on request a copy of any information we hold about you. We do not charge for this service.

CHANGES IN THIS AGREEMENT

We will notify you in writing at least 28 days in advance of any changes to this agreement or the service we offer you.

THIRD-PARTY RIGHTS

This agreement is non-transferable and no one other than the person(s) named in this agreement can benefit from the services offered. This agreement can only be passed on to a third party with our express agreement in writing.

YOUR RIGHTS

Nothing in this agreement affects your statutory rights under the supply of goods and services act 1982 and sale of goods act 1979 this information is available on request. It is also available from you local citizens advice bureau.

We care about your views and appreciate your feed back on the service we offer and how we can improve it; Please call us free on 08000 270714 or email us at views@pjplumbingservices.com or drop us a line at PJ Plumbing Services, Customer Views, 10 Temple Road, Liss Forest, Hampshire. GU33 7BS

IF YOU SMELL GAS

If you smell gas phone Transco free on 0800 111 999

Click here to download Terms & Conditions

Terms and conditions apply, Credit subject to status, all prices include VAT at the applicable rate.