OneServ Ltd aims to provide transparent and easily understandable terms and conditions to its customers. Should you require any assistance or further clarification, please do not hesitate to contact our customer services team at hello@oneserv.co.uk.

1. Parties to the Contract:

This contract (“the Contract”) is entered into between OneServ Ltd (registered in England & Wales with company number 12597030), hereinafter referred to as “the Company”, and the individual purchasing the product, hereinafter referred to as “the Customer”. The registered address of the Company is 22 Tabard Road, Eggborough, Goole, North Yorkshire, DN14 0UP.

2. Commencement of Cover:

The Contract shall commence on the date of purchase of a HomeGuard plan by the Customer.

It is imperative that the Customer notifies the Company of any pre-existing issues within their home, including but not limited to the following:

  • Boiler, flue, controls
  • Gas central heating system
  • Radiators
  • Pipework
  • Plumbing System
  • Drains

Failure to provide such notification may result in non-coverage or incomplete service.

3. Duration of Contract:

The initial contract term for HomeGuard is 12 months.

Upon expiry of the initial contract term, the Contract shall automatically renew for a further 12 months unless the Customer notifies the Company of their intention to cancel.This must be 30 days before the end of the contract. The Company shall endeavour to provide notification of renewal and associated costs via email at least 30 days prior to the expiry date.

4. Payment Terms:

Payments shall be made monthly, inclusive of all applicable taxes.

In the event of missed payments, the Customer must settle any outstanding balances before the completion of annual service or resolution of contract obligation.

The price of the Contract shall be as stipulated in the Policy Summary documents for each policy. The Company reserves the right to adjust prices after the initial 12-month period, with prior written notification to the Customer.

5. Cancellation Policy:

a. Cooling Off Period: The Customer is entitled to a cooling-off period of 14 days from the date of purchase. Should the Customer wish to cancel within this period, a full refund shall be issued, subject to any costs already incurred by the Company for services rendered.

b. Exclusion Period: An initial exclusion period of 14 days from the plan start date shall apply, during which no callouts or services can be raised, except in cases where the boiler has been installed by OneServ Ltd. Subsequent to this period, no call-outs or services shall be attended until any requested information has been submitted by the plan owner.

c. Cancellation Procedure: Notice of cancellation must be provided to the Company by phone or email 30 days before the end of the contract. In the event of cancellation before the end of the 12-month contract, the Customer shall be liable to pay the remaining balance. Cancellation of the direct debit does not constitute cancellation of the Contract, and the Company reserves the right to terminate the Contract if payment is not received.

6. Downgrading and Upgrading:

The Customer may upgrade their plan midway through the contract period, subject to approval by the Company. Downgrading of the plan is not permitted until the current contract has expired and shall be considered a cancellation request.

7. HomeGuard Plans:

The specifics of the Homeguard plans are detailed in the Policy Summary documents. It is the Customer’s responsibility to select the appropriate plan.

8. Personal Information:

The Company shall handle the Customer’s personal information in accordance with its privacy policy, available on the Company’s website. The Customer must promptly inform the Company of any changes to their contact details or heating system configuration during the contract period.

9. Contacting You:

By purchasing HomeGuard with OneServ Ltd, the Customer agrees to receive email and telephone communications regarding their policy.

10. Home Visits:

a. Remote Inspection: An initial remote inspection may be required to assess the suitability of the system. Failure to provide requested information may result in cancellation of the plan.

b. Annual Service: The Company shall schedule an annual service at the Customer’s convenience. However, service appointments may be subject to prioritisation during peak periods.

11. Repairs and Replacements:

a. Replacement Parts: Replacement parts provided by the Company shall have similar functionality to the original parts. The Customer may provide replacement parts, subject to approval.

b. Repairs Not Covered: The Company shall not be liable for repairs not covered by the Contract or for issues arising before the commencement of cover. Repairs shall be carried out at the Company’s discretion.

12. General Exclusions:

The Contract shall not cover repairs or damages arising from specified exclusions detailed in the policy document. Such exclusions include, but are not limited to, design faults, third-party damages, and repairs to inaccessible parts.

13. Safety and Security:

The Company prioritises the safety of both the Customer and its engineers. Work shall not commence if deemed unsafe, and an adult must be present during home visits.

14. Legal Compliance:

This Contract shall be governed by and construed in accordance with the laws of England and Wales. Any disputes arising under or in connection with this Contract shall be subject to the exclusive jurisdiction of the courts of England and Wales.

15. Entire Agreement:

This Contract constitutes the entire agreement between the parties and supersedes all prior agreements and understandings, whether written or oral, relating to the subject matter herein.

By agreeing to these terms and conditions, the Customer acknowledges that they have read, understood, and agreed to be bound by the terms of this Contract.