Question 1

What does the annual service actually cover?

Accepted Answer

A full inspection and clean of your air source heat pump by an MCS-accredited, F-Gas certified engineer: outdoor unit, refrigerant circuit, electrical connections, controls, filters and heat exchanger, pressure and flow checks and a performance assessment, followed by a written report. It does not include repairs or parts on any of the three options.

Question 2

How does billing work?

Accepted Answer

The one-off service is a single PayPal payment. The two plans are paid by monthly Direct Debit (£19.99 for the Annual Servicing Plan, or £33.00, £28.99 or £24.99 for the Protection Plan depending on the call-out fee you choose) on a 12-month term. If you add a service now, £199 (was £249) for that service is collected by Direct Debit alongside the first payment.

Question 3

When is the £199 (was £249) upfront charge added on the monthly plans?

Accepted Answer

Only when you tell us you need a service now (within 5 months). The monthly payments cover future years, not a service needed now, so if yours is due we add this year's service for £199 (was £249) alongside the plan, usually completed within 30 days. If it is not due for 5 months or more, you pay the monthly price only.

Question 4

When can I book my first service on a plan?

Accepted Answer

Once the plan has run for 90 days and payments are up to date, unless more than 12 months have passed since your last service. Services are arranged on request within the May to September window; winter is our busiest period for repairs.

Question 5

What is the call-out fee on the Protection Plan?

Accepted Answer

The amount you pay towards each approved repair before an engineer attends: £0, £60 or £95, chosen when you sign up. The lower the fee, the higher the monthly price. The T&Cs call this the "contribution".

Question 6

Is the Protection Plan insurance?

Accepted Answer

No. It is a discretionary plan: repairs, parts and labour up to £1,500 per plan year are provided at UK Heat Pump Servicing's discretion under the plan terms, not as a guaranteed entitlement. No repair call-outs can be requested in the first 30 days.

Question 7

Can I cancel?

Accepted Answer

Yes. Every option has a 14-day cooling-off period with a full refund. On the plans, if a service has already been booked or carried out in that time, the £199 service charge applies. After 14 days the plans run for their full 12-month term, which remains payable. The one-off service is non-refundable once carried out.

Question 8

What happens if I move house?

Accepted Answer

Plans are tied to the heat pump at the address you give us. Contact us before you move: we can usually transfer the plan to a compatible heat pump at your new home, or the remaining term continues to apply.

Question 9

Do plans renew automatically?

Accepted Answer

Yes, at the end of each 12-month term, so cover continues. Your price is held for the second year and may change from the third year. We will write to you before each renewal.

Question 10

How do I book an appointment?

Accepted Answer

Straight after payment you choose five preferred dates. Morning appointments run 8am to 10am and afternoon appointments 12pm to 2pm. We confirm the date and slot by email and phone.

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