BetaFlo HomeCare Membership Agreement

BETAFLO HOMECARE Membership Agreement – Terms and Conditions Version: 1.1 Membership provider: BetaFlo Heating UK Ltd Company number: 17163913 Registered office: Azzurri House, Walsall Business Park, Aldridge, Walsall, West Midlands, WS9 0RB Telephone: 07881 963508 Email: admin@betaflouk.com Website: www.betaflouk.com This agreement explains the services included in your BetaFlo HomeCare membership, how to request assistance and the terms that apply to your membership. By purchasing a membership, you agree to these terms and conditions.

1. Membership packages BetaFlo offers two home-care membership packages. 1.1 BetaFlo BoilerCare Monthly membership: £19.99 per month Annual membership: £239.88 per year, paid upfront. BetaFlo BoilerCare includes: One annual boiler service. Boiler breakdown diagnosis. Repairs to covered boiler components. Replacement of covered boiler parts where required. Labour associated with covered boiler repairs. 24-hour telephone support. Engineer attendance in accordance with the response arrangements in this agreement. BoilerCare does not include repairs to central heating systems, radiators, pipework outside the boiler or domestic plumbing. 1.2 BetaFlo HomeCare Monthly membership: £32.00 per month Annual membership: £384.00 per year, paid upfront. BetaFlo HomeCare includes all the benefits of BoilerCare, together with: Covered central heating repairs. Covered standard radiator and heating pipework repairs. Covered standard radiator valve repairs and replacements. Covered domestic plumbing repairs. Labour and covered replacement parts associated with eligible repairs. Neither package includes electrical system repairs or general electrical work. 1.3 Package selection Your selected package and payment method will be confirmed when you join. The benefits of your membership are limited to the package selected and the terms set out in this agreement.

2. Membership eligibility To qualify for membership: The property must be within BetaFlo's service area, normally within a 15-mile radius of Tamworth. The boiler must be no more than 10 years old when the membership begins. The boiler and relevant systems must be installed in a domestic property. The boiler and systems must be accessible and reasonably safe for an engineer to inspect and work on. The customer must provide accurate information about the boiler, property and existing condition of the systems. BetaFlo reserves the right to inspect the boiler or heating system before accepting membership where further information is required. Membership is provided for the property stated at registration and cannot automatically be transferred to another property.

3. Membership start date and waiting period Membership begins on the date confirmed by BetaFlo following successful registration and payment. A 21-day waiting period applies from the membership start date. During this period: Breakdown repairs are not included. Existing faults remain the customer's responsibility. Faults or symptoms that were present before membership began are not covered. BetaFlo may still provide assistance, but any chargeable work will be agreed with the customer before it is carried out. The waiting period does not remove the customer's entitlement to the annual service included in the package, which will be arranged in accordance with the service schedule. The waiting period is intended to prevent customers joining after a fault has already developed and seeking immediate repair under the membership.

4. Annual boiler service Both membership packages include one boiler service during each membership year. The service will be carried out by a suitably qualified Gas Safe registered engineer and in accordance with the manufacturer's instructions and applicable safety requirements. The annual service will normally include, where applicable and accessible: Visual inspection of the boiler and installation. Inspection of the flue and its visible termination. Inspection of the combustion air supply and ventilation arrangements. Checking relevant operating pressures. Inspection and cleaning of applicable boiler components in accordance with the manufacturer's instructions. Checking the condensate arrangements where accessible. Checking the operation of the boiler and its safety devices. Relevant combustion checks where required by the manufacturer's instructions. Completion of appropriate service documentation. The service is a maintenance visit and is not a guarantee that the boiler or any component will not subsequently develop a fault. The annual service does not include repairs, replacement parts, system cleansing, power flushing, chemical treatment, upgrades or remedial work unless expressly included elsewhere in this agreement. If the engineer identifies a safety concern, the engineer may need to isolate the appliance or take other appropriate safety action. Any additional remedial work will be explained to the customer. The customer is responsible for arranging access to the property and ensuring that the boiler and relevant components are accessible. Unused annual services cannot be exchanged for cash or carried forward beyond the applicable membership year.

5. Boiler breakdown cover – BoilerCare and HomeCare Both packages include diagnosis and repair of eligible boiler breakdowns following the 21-day waiting period. Where a fault is covered, BetaFlo will arrange for an engineer to investigate and carry out the necessary repair. Covered work may include: Diagnosis of a boiler fault. Repair of an eligible boiler component. Replacement of an eligible failed boiler component. Labour required to complete an eligible repair. Testing the boiler following completion of the repair. Covered components may include, where fitted and where the failure is eligible: Boiler pump. Diverter valve. Printed circuit board (PCB). Fan. Air pressure switch. Temperature sensors and thermistors. Ignition components. Gas valve. Expansion vessel. Automatic air vent. Pressure relief valve. Internal boiler wiring and connections. Other integral boiler components required for normal operation. The engineer will determine the cause of the fault and whether the component is covered under the membership. A repair will only be included where the failure falls within the scope of this agreement and is not excluded by another provision. Where a part is obsolete, unavailable or uneconomical to replace, BetaFlo will explain the available options. Membership does not guarantee that a boiler can always be repaired or that a replacement boiler will be provided.

6. Central heating cover – HomeCare only HomeCare includes eligible repairs to the domestic central heating system. Covered work may include diagnosis and repair of faults affecting: Standard steel panel radiators, including single-panel and double-panel radiators. Standard radiator valves. Accessible heating pipework. Heating circulation pumps outside the boiler where applicable. Heating controls and thermostats, excluding electrical supply and wiring faults. Motorised valves and zone valves. Airlocks and circulation-related faults. Other eligible mechanical components forming part of the domestic central heating system. 6.1 Standard radiator repairs and replacements Standard steel panel radiators, including single-panel and double-panel radiators, are covered for eligible repairs. Where a standard steel panel radiator cannot reasonably be repaired and requires replacement, BetaFlo will cover the labour to remove the existing radiator and fit a suitable standard replacement radiator supplied by the customer. The cost of supplying the replacement radiator is the customer's responsibility unless BetaFlo expressly agrees otherwise in writing. The replacement must be a suitable standard radiator compatible with the existing heating system and connections. Standard radiator valves are included for eligible repair or replacement. 6.2 Towel rails – replacement excluded All towel rail replacements are excluded, including: Standard heated towel rails. Designer heated towel rails. Chrome towel rails. Ladder-style towel rails. Dual-fuel towel rails. Electric towel rails. A towel rail may be assessed for an eligible repair where the fault is mechanical and the repair is reasonably possible. However, the supply and fitting of a replacement towel rail are not included in either membership package. Any replacement or other work outside the membership benefits will be quoted separately. 6.3 Designer and decorative radiators – replacement excluded The following radiator types are excluded from replacement cover: Vertical designer radiators. Column radiators. Cast iron radiators. Curved radiators. Bespoke or unusually shaped radiators. Decorative radiators. Specialist-material radiators. Radiators requiring specialist fittings or mounting arrangements. Where one of these radiators develops a fault, BetaFlo may assess whether a repair is possible. Any repair or replacement outside the included cover will be quoted separately. 6.4 Additional heating exclusions The membership does not include: Relocating radiators or towel rails. Installing additional radiators. Changing radiator sizes or positions. Additional or altered heating pipework. Underfloor heating systems. Power flushing. Full system cleansing or chemical treatment. System redesign or upgrades. Specialist brackets, fittings or mounting arrangements. Electrical connections or electrical heating elements. Flooring, wall, tiling, plastering or decorative work required as a result of repairs.

7. Domestic plumbing cover – HomeCare only HomeCare includes eligible repairs to domestic plumbing within the property. Covered work may include diagnosis and repair of faults affecting: Accessible domestic hot and cold water pipework. Leaking water pipes and joints. Accessible isolation valves. Domestic taps and associated fittings. Toilet flushing mechanisms. Toilet inlet and outlet valves. Accessible wastes and traps. Other eligible domestic plumbing components. The plumbing cover is intended for repair of existing domestic plumbing components. It does not include installation of new bathrooms, kitchens, appliances or complete plumbing systems. The following are not included: External water supply pipework. Water mains outside the property. Underground or inaccessible pipework. Drainage systems beyond the property's internal domestic waste connections. Septic tanks, soakaways or sewer systems. Water damage restoration, decoration, flooring or building repairs. Replacement of sanitary ware or complete bathroom or kitchen installations. Electrical faults or electrical appliances.

8. Requesting assistance and engineer attendance BetaFlo provides 24-hour telephone support for members. Telephone: 07881 963508 When contacting BetaFlo, the customer should provide: Full name. Property address. Membership details. Description of the fault. Any relevant information about the boiler or affected system. BetaFlo will assess the reported problem and arrange the appropriate response. BetaFlo aims to arrange engineer attendance within 24 hours of receiving a valid breakdown request, subject to engineer availability, access to the property, the nature of the fault, parts availability and circumstances outside BetaFlo's reasonable control. The 24-hour attendance period is a service target and does not guarantee that every repair will be completed within 24 hours. Attendance may take longer where: Specialist parts are required. A component is unavailable. The fault requires specialist investigation. The property is inaccessible. The customer cannot provide a suitable appointment time. Severe weather, road closures or other exceptional circumstances affect attendance. The reported issue is not an emergency or does not require immediate attendance. BetaFlo will keep the customer informed where a delay is expected. An engineer may need to make the system safe before a permanent repair can be completed.

9. Parts and labour Where a repair is eligible under the selected membership package, the necessary covered parts and labour are included. BetaFlo will determine the appropriate repair method and whether a component can be repaired or needs replacing. Replacement parts will be suitable for the appliance or system concerned and may be equivalent compatible parts where the original manufacturer's part is unavailable. The membership does not include replacement of an entire boiler, central heating system, plumbing system or other complete installation. Where work falls outside the membership, BetaFlo will explain the issue and provide a separate quotation. No chargeable work will be carried out without the customer's agreement.

10. General exclusions The following are excluded from both membership packages: Faults, defects or damage that existed before the membership began. Faults identified or reported during the 21-day waiting period. Deliberate damage, misuse, neglect or accidental damage. Damage caused by freezing, flooding, fire, storms or other external events. Damage caused by alterations or repairs carried out by an unauthorised person. Faults resulting from incorrect installation or a system that was not installed in accordance with applicable requirements. Damage caused by unsuitable water quality, sludge, scale, corrosion or contamination where the required maintenance or treatment has not been undertaken. Routine consumables and cosmetic items. Building work, plastering, decorating, flooring, tiling or making good. Work required because the customer has failed to maintain the system appropriately. Replacement of an entire boiler or heating system. Work to commercial premises or commercial heating systems. Work on appliances or systems not included in the selected package. Any electrical supply, consumer unit, circuit, socket, switch or general electrical installation work. Work that an engineer reasonably considers unsafe or unlawful to undertake. BetaFlo will explain the reason where a reported fault is excluded and, where possible, offer a separate quotation for the required work. Nothing in these exclusions removes any rights the customer has under applicable consumer law.

11. Gas safety and emergencies If the customer smells gas, suspects a gas leak or believes there is an immediate gas safety risk, the customer must not wait for a membership engineer. The customer should: Turn off the gas supply at the emergency control valve if safe to do so. Open doors and windows. Avoid operating electrical switches or creating ignition sources. Leave the property if necessary. Call the National Gas Emergency Service on 0800 111 999. If a carbon monoxide alarm activates or carbon monoxide poisoning is suspected, the customer should leave the property immediately, seek medical assistance where necessary and contact the appropriate emergency services. BetaFlo's membership telephone service is not a substitute for the National Gas Emergency Service or emergency medical services.

12. Customer responsibilities The customer agrees to: Provide accurate information when joining. Pay membership fees when due. Allow reasonable access for servicing, inspection and repairs. Keep the boiler and relevant systems reasonably accessible. Maintain the property and systems in a reasonable condition. Follow manufacturer instructions and safety advice. Inform BetaFlo of any known faults or changes affecting the boiler or systems. Not allow unauthorised persons to carry out work that may affect the covered equipment. Inform BetaFlo if the property is sold or the customer moves. Treat BetaFlo employees and contractors respectfully. If the customer refuses access, fails to disclose relevant information or does not follow reasonable safety instructions, BetaFlo may be unable to provide the service.

13. Membership fees and payment The customer may pay monthly or annually. Monthly payments BoilerCare: £19.99 per month. HomeCare: £32.00 per month. Monthly memberships are subject to the initial 12-month membership term. Annual payments BoilerCare: £239.88 paid upfront. HomeCare: £384.00 paid upfront. Annual payment covers the full 12-month membership period. Payments must be made using a payment method accepted by BetaFlo. Where payment is collected by Direct Debit, the customer will receive the relevant payment information and advance notice in accordance with the applicable Direct Debit arrangements. If a payment fails, BetaFlo may contact the customer to request payment or an alternative payment method. If payment remains outstanding, BetaFlo may suspend membership benefits after giving reasonable notice. Any suspension or cancellation will be handled in accordance with applicable law and the customer's statutory rights. BetaFlo will not charge for additional work without first obtaining the customer's agreement.

14. Membership term and renewal The initial membership term is 12 months. The membership begins on the confirmed start date and continues for the initial 12-month period. At the end of the initial term, the membership will continue on a rolling monthly basis unless the customer cancels in accordance with this agreement. The customer may cancel after the initial 12-month term by giving BetaFlo 30 days' notice. BetaFlo will notify the customer of any proposed change to the membership price or terms before the change takes effect. The customer may cancel before a change takes effect if they do not wish to continue on the revised terms.

15. Cancellation and cooling-off rights Where the customer enters into the membership online, by telephone or away from BetaFlo's business premises, the customer may have a statutory right to cancel within 14 days of entering into the contract. To exercise this right, the customer should contact: Email: admin@betaflouk.com Telephone: 07881 963508 The customer may use the cancellation wording below: "I wish to cancel my BetaFlo HomeCare membership." If the customer asks BetaFlo to begin providing services during the 14-day cancellation period, the customer may be required to pay a proportionate amount for services already supplied, where permitted by law. After the initial 12-month term, the customer may cancel by giving 30 days' notice. Where the customer has paid annually and cancels after the statutory cooling-off period, any refund will be assessed in accordance with the membership terms and applicable consumer law. No refund will be due merely because the customer has not used the service, except where required by law or expressly agreed by BetaFlo. If BetaFlo materially fails to provide the contracted service, the customer retains their statutory rights and may be entitled to a remedy or refund.

16. Moving home or changing property Membership applies to the property registered when the customer joined. If the customer moves home, they must notify BetaFlo. Membership may be transferred to the new property only with BetaFlo's agreement and provided that the new property meets the eligibility requirements, including the service area and boiler age requirements. If the new property is outside the service area or does not meet the eligibility requirements, the customer may cancel the membership. Any refund will be dealt with in accordance with the cancellation terms and applicable law.

17. Engineers and subcontractors BetaFlo may use its own engineers or suitably qualified and approved subcontractors to provide the services under this agreement. All gas work will be carried out by appropriately qualified Gas Safe registered engineers. BetaFlo remains responsible for arranging the contracted services and managing the work carried out on its behalf.

18. Complaints BetaFlo aims to provide a professional and reliable service. If the customer is unhappy with any aspect of the membership or work carried out, they should contact: BetaFlo Heating UK Ltd Telephone: 07881 963508 Email: admin@betaflouk.com BetaFlo will acknowledge the complaint and investigate the matter. The customer will be kept informed of the outcome and any proposed resolution. Nothing in this complaints procedure affects the customer's statutory rights.

19. Data protection and privacy BetaFlo will collect and use personal information to: Set up and administer the membership. Arrange servicing and engineer visits. Contact the customer about faults, appointments and payments. Process payments. Handle complaints and customer enquiries. Meet legal and regulatory obligations. BetaFlo will handle personal information in accordance with applicable data protection legislation. Customer information will only be shared where reasonably necessary to provide the membership services, process payments, use approved subcontractors or meet legal obligations. The customer may contact BetaFlo using admin@betaflouk.com with questions about their personal information or data protection rights.

20. Liability and statutory rights BetaFlo will provide the services with reasonable care and skill. Nothing in this agreement excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation. Nothing in this agreement affects the customer's statutory rights under the Consumer Rights Act 2015 or other applicable consumer protection legislation. BetaFlo is not responsible for indirect losses or damage that it could not reasonably have anticipated, subject to applicable law. BetaFlo will not be responsible for delays or inability to provide services caused by events outside its reasonable control. Where this happens, BetaFlo will take reasonable steps to minimise the impact and keep the customer informed.

21. Changes to membership terms BetaFlo may make reasonable changes to these terms where necessary to reflect changes in law, operational requirements, service delivery or business costs. Where a change materially affects the customer's rights or obligations, BetaFlo will provide reasonable advance notice. If the customer does not agree with a material change, they may contact BetaFlo to discuss cancellation before the change takes effect, subject to the customer's statutory rights and any applicable minimum term.

22. Governing law This agreement is governed by the laws of England and Wales. Any dispute will be dealt with by the courts of England and Wales, subject to any mandatory consumer rights concerning jurisdiction.

23. Entire agreement This agreement, together with the customer's membership confirmation and any written variation agreed by BetaFlo, forms the agreement between BetaFlo and the customer. If any provision is found to be invalid or unenforceable, the remaining provisions will continue to apply. No change to the agreement will be effective unless confirmed in writing by BetaFlo.

Schedule 1 – Membership benefits BenefitBoilerCareHomeCareAnnual boiler serviceIncludedIncludedBoiler breakdown diagnosisIncludedIncludedEligible boiler repairsIncludedIncludedEligible boiler partsIncludedIncludedBoiler repair labourIncludedIncludedCentral heating repairsNot includedIncludedStandard steel panel radiator repairsNot includedIncludedStandard steel panel radiator replacement fitting labour (customer supplies radiator)Not includedIncludedStandard radiator valve repairs and replacementsNot includedIncludedTowel rail repairsNot includedEligible repairs onlyTowel rail replacementsNot includedNot includedDesigner/decorative radiator replacementsNot includedNot includedDomestic plumbing repairsNot includedIncluded24-hour telephone supportIncludedIncludedTarget engineer attendance within 24 hoursIncludedIncludedElectrical repairsNot includedNot includedWhole boiler replacementNot includedNot included All benefits are subject to the eligibility requirements, waiting period, exclusions and other terms in this agreement.

Schedule 2 – Customer Membership Application and Acceptance Customer details Full name: __________________________________________ Property address: ____________________________________ Postcode: ___________________________________________ Telephone number: ___________________________________ Email address: ______________________________________ Boiler details Boiler manufacturer: __________________________________ Boiler model: ________________________________________ Approximate boiler age: _______________________________ Boiler location: ______________________________________ Membership selection [ ] BetaFlo BoilerCare – £19.99 per month [ ] BetaFlo BoilerCare – £239.88 annually [ ] BetaFlo HomeCare – £32.00 per month [ ] BetaFlo HomeCare – £384.00 annually Membership start date Payment method Customer declarations I confirm that: The information supplied in this application is accurate to the best of my knowledge. I have disclosed any existing boiler, heating or plumbing faults known to me. I understand that a 21-day waiting period applies to breakdown repairs. I understand that my membership has an initial term of 12 months. I have read and agree to the membership package benefits, exclusions and terms and conditions. I understand that electrical repairs and whole boiler replacement are not included. I understand that towel rail replacements and designer or decorative radiator replacements are not included. I understand that standard steel panel radiator replacement fitting labour is included under HomeCare only when I supply the suitable replacement radiator. I understand that any work outside my membership benefits will be quoted separately and will only be carried out with my agreement. Customer signature: __________________________________ Date: _______________________________________________ BetaFlo authorisation Membership accepted by: ______________________________ For and on behalf of BetaFlo Heating UK Ltd. Date membership accepted: ____________________________ Membership reference: ________________________________