Terms & conditions

Part A — Booking and service terms

A1. Who we are

Heat Pump Biker is the trading name of Heat Pump Biker Limited, registered in England and Wales, company number 17135239. Registered office: 203 West Street, Fareham, Hampshire, PO16 0EN. VAT registration number 518305406.

Contact: info@heatpumpbiker.com or 0330 043 6253.

A2. What these terms cover

These terms apply when you book work with us, whether online, by phone, or by email. By booking, you agree to them, and we send you a copy with your confirmation.

When you book you will also be asked to confirm certain specific terms separately. Those confirmations form part of our agreement with you. We record what you were shown, and when.

If you are on a care plan, Part B applies as well.

A3. Prices

All prices include VAT. Our current prices are published at heatpumpbiker.com and are the prices that apply to your booking.

Parts and materials are charged as used — see A10.

Estimates and fixed prices are different things, and we will tell you which one you have.

An estimate is our best assessment of what the work is likely to cost. The final figure is based on the time actually taken and the materials actually used, and may be more or less than the estimate.

A fixed price is a price for completing the work described. It is not a calculation of hours and materials, and it is not an estimate.

Where you have a fixed price:

• The price does not change because the work took less time, or used fewer materials, than we allowed for. Equally, it does not change if the work takes longer or needs more materials than we allowed for — that risk is ours, and it is what you are paying for when you ask for a fixed price rather than an estimate.
• What you are buying is the completed result described to you, not a particular quantity of pipe, fittings or hours. If the described result has been achieved, the price is payable in full.
• A reduction is due only where part of the work described was not carried out. Work we anticipated might be necessary, but which turned out not to be needed to achieve the described result, is not a part of the work that was left undone.

What a fixed price does not cover.

A fixed price is based on what could be seen, and reasonably anticipated, at the time we quoted it. Heating work regularly uncovers things that could not be seen — pipework buried in a floor, wall or ceiling; fittings that are corroded or seized and fail when they are disturbed; existing work that does not meet current regulations; contamination or blockage in the system; or a fault in a part of the system we were not asked to work on.

A fixed price therefore does not include:

• work made necessary by a condition that could not reasonably have been identified when we quoted;
• work you ask us to add or change after the price was agreed; or
• anything outside the work described to you.

Where we find something of that kind, we stop, tell you what we have found, and give you a price for it before we carry on — see A10. You can tell us to go ahead, or you can decline. If you decline, we complete the work we are able to complete and tell you plainly what has been left and why.

So the two risks sit in different places, and we think that is the fair split: if the described work simply takes us longer, or needs more materials than we allowed for, that is our risk and the price does not move. If the job turns out to contain something nobody could have seen, that is not covered by the price, and you decide what happens next.

If you would rather be charged for the time and materials actually used, ask us for an estimate instead of a fixed price. We will tell you before we start which basis applies.

Quotes. A written quote is a fixed price for the work described in it, on the basis set out above. Every quote carries a date. It is valid for 30 days from that date, and we show the date and the last day it is valid on the quote itself and in the email that sends it. It does not matter when the email arrives: the 30 days run from the date on the quote. After that our prices may have changed and we will give you a fresh quote. Where a quote shows a care plan price, that price applies only if you are on that plan, or join or upgrade to it when you book. Part B then applies from that day, including B8.

A4. Payment

Bookings made through our website are paid at the time of booking, through Stripe, our payment provider. If you join a care plan with nothing to pay on the day, you set up your Direct Debit at the time of booking instead. We do not see or store your card or bank details.

Paying for quoted work. Your quote tells you how much is paid when you book and how much is paid when the work is complete. Usually, work of £1,000 or less is paid in full when you book. For larger jobs we ask for part of the price when you book, and the amount depends on the job. The rest is due when the work is complete. We will normally take it on the day. If that is not possible, we may send you a link to pay online or agree another way to pay. If it has not been paid within 7 days of completion, the late payment terms below apply.

Joining a care plan when you book. If you join or upgrade a care plan when you book quoted work, the plan price applies to that work, and Part B applies from that day, including B8. We will ask you to set up your Direct Debit straight after you pay. If it has not been set up before the work starts, we may charge the difference between the plan price and the full price.

Where a visit produces further charges — labour beyond the first hour, parts and materials, or additional work you have agreed — the balance is due on completion of the work, on the day. We will take payment on site.

If we cannot process a payment on site because of a technical failure, such as no mobile signal at the property, we will take payment by telephone or send you a payment link, and payment remains due that day.

Not being at the property when we finish does not delay payment. If you choose not to be there, you remain responsible for paying on completion, and we will contact you to take it.

Only where we have expressly agreed in advance to invoice you will an invoice be issued, and it is then due within 7 days.

You may not hold back payment while you wait to see how the system performs. Payment is due when the work is complete, not after a period of observation. This does not affect your rights under A21 — if something is wrong with our work, tell us and we will come back and put it right.

A difference of opinion about what the work was worth is not a reason to withhold payment. Where a price was agreed before the work began, that price is payable on completion. Another contractor’s view of what they would have charged, or an opinion that the work could have been done for less, does not change what you agreed with us. This does not affect your rights under A21 where you believe our work is defective.

Goodwill reductions. We may sometimes reduce a bill as a gesture of goodwill, to settle a disagreement and keep a good working relationship. Where we do, that reduction is offered in full and final settlement of the matter it relates to, is made without any admission that the original charge was wrong, and does not reopen or reduce any other part of the agreed price. Accepting it closes the point.

If an invoice is not paid by its due date:

• interest accrues at 4% a year above the Bank of England base rate, from the due date until payment is made;
• an administration charge of £15 applies for each written payment reminder we have to send; and
• if we have to instruct a debt collection agency or begin court proceedings, our reasonable costs of doing so are payable by you.

If you are having difficulty paying, tell us and we will do our best to agree an arrangement.

Where you are booking as a business rather than as a consumer, the Late Payment of Commercial Debts (Interest) Act 1998 applies instead of the interest rate above.

A5. Your 14-day right to change your mind

Because you are booking at a distance, you have 14 days to cancel for a full refund. The 14 days run from the day the booking is made, not from the day of the visit. Email info@heatpumpbiker.com. You do not have to give a reason.

If your visit, or the start of the work, falls within those 14 days, we will ask you, separately and specifically when you book, to confirm two things:

1. that you want us to begin work during the 14-day period; and
2. that you understand you will lose your right to cancel once the work has been fully carried out.

Once you have confirmed those two things:

• If you cancel before we have started, you receive a full refund.
• If you cancel after we have started but before the work is finished, you pay for everything supplied up to that point — all labour carried out, all materials fitted, and any materials ordered specifically for your job. Only the balance, if any, is refunded. On a job running over several days, that means every day worked and every item installed is payable.
• Once the work has been fully carried out, the right to cancel no longer applies at all.

Materials made, cut or ordered to your specification cannot be cancelled once they have been ordered.

If your visit falls more than 14 days after booking, the cancellation period will already have ended by the time we attend, and A6 applies.

This right takes precedence over A6 while it lasts.

A6. Cancelling and rearranging

• More than 48 hours before your visit: cancel for a full refund, or rearrange free of charge.
• Within 48 hours of your visit: the payment covers the slot reserved for you and is not refunded.
• Rearranging within 48 hours of your visit: we will move you to another slot where we can, but the payment ceases to be refundable from that point, whenever the rearranged visit takes place.

To cancel or rearrange, call us on 0330 043 6253 or email info@heatpumpbiker.com. For most bookings you can also change the date yourself online, up to 48 hours before your visit, using the link in your emails.

If we cancel or move your visit, we will tell you as soon as we can and offer you the next available slot or a full refund, whichever you prefer.

If we decline a booking. We may decline to take on a booking, or to carry out further work, and where we do we will refund in full anything already paid. We will tell you as soon as we can.

Reasons include, but are not limited to: the property being outside the area we cover; our not being able to work safely at the property; a system we cannot maintain properly; an unpaid account; or previous conduct towards us.

Nothing in this clause permits us to decline work for any reason connected with a protected characteristic under the Equality Act 2010, and we do not.

A7. Arrival times

We work in arrival windows rather than fixed appointment times. Your confirmation tells you yours. Usually:

• Annual services: a two-hour arrival window.
• Repairs and call-outs: a morning (8am–12pm) or afternoon (12pm–5pm) arrival.
• Quoted work: one of the above, or for larger jobs, an arrival between 8am and 10am.

If we are running late, we will tell you.

A8. Access

A responsible adult aged 18 or over must be at the property to admit us and take responsibility for the visit. We cannot work at a property where anyone under 18 is present without a responsible adult also there.

Once we are on site you do not have to stay, and we are happy to work from a key or a keysafe where that has been arranged with us in advance.

We also need:

• Access to the heat pump, hot water cylinder, controls and consumer unit.
• Enough clear space around the equipment for us to work safely.
• Pets kept away from the working area where you reasonably can.
• Where any of the equipment is in a loft, or anywhere else that needs a ladder to reach, a safe ladder at the property for us to use. We do not carry ladders.

If we cannot gain entry, or cannot safely reach the equipment, and the visit cannot go ahead, it is treated as a cancellation within 48 hours under A6 and the payment is not refunded. Tell us in advance about any access difficulty and we will work round it.

A9. December

Routine services run January to November. The December diary is kept clear for systems that have stopped.

A seasonal rate applies to call-outs and labour during December. The current December rates are published at heatpumpbiker.com. Plus and Premier care plan members do not pay them — see B7.

A10. Parts, materials and additional work

To complete the work you have asked us to do, we may fit parts and materials that are reasonably necessary without stopping to obtain your approval first. These are charged as used, and we will tell you what was fitted and why, both on the day and on your invoice.

We source from our approved suppliers. We buy parts and materials from a small number of trade suppliers we know and work with. This is deliberate: it means we can get the right part quickly, return or exchange it easily if it is wrong, and pursue a warranty claim on your behalf if it fails. We do not undertake to match the lowest price available anywhere. The price of a part on your invoice covers sourcing it, checking it is correct, fitting it, and standing behind it — not simply the item. If you would rather buy an item yourself, you are welcome to, and A12 sets out what applies when you do.

Where the work needed goes beyond what you booked — a major component, significant additional labour, or a return visit — we will give you the price and obtain your agreement before carrying it out.

Where a part has to be ordered in, we will tell you the cost before we order it. Ordered parts are not returnable once fitted.

Where a repair cannot be completed, because a part is obsolete or the fault lies outside the work we do, the call-out charge still covers the visit and the diagnosis. We will tell you what we found and what your options are.

A11. Diagnosis and fault-finding

Fault-finding on a heat pump and heating system is a process of elimination. We work through the system in a logical order, starting with the component the evidence most points to, and following the manufacturer’s diagnostic procedure where there is one.

Replacing the component we identify may reveal a further fault behind it. A sensor may test as faulty and be replaced, and the control board driving that sensor may then prove to be faulty as well. This is the nature of diagnostic work on electronic systems, not a failure of the diagnosis.

We will always tell you what we believe the fault is and why. That is our professional opinion, based on the evidence available at the time. It is not a guarantee that a single component is the only cause, or that replacing it will resolve the problem.

Each part we supply and fit is chargeable, and the labour to fit it is chargeable, whether or not it turns out to be the complete answer.

A12. Materials you supply yourself

You may supply your own materials. If you do, the following apply.

Specifying them is chargeable. If you ask us to research, specify, or advise on what to buy — makes, models, sizes, part numbers, quantities, or whether something you have found is suitable — that work is charged at our standard labour rate, published at heatpumpbiker.com, for all the time it takes, including correspondence.

We do not guarantee materials you supply. They are not covered by our workmanship guarantee, and we cannot pursue a manufacturer’s claim on your behalf. If an item you have supplied turns out to be faulty, wrong, incomplete or damaged, the return visit and the labour to remove and refit are chargeable.

It is your responsibility to have everything on site and ready before we arrive, including all the valves, brackets, fixings and fittings needed to install what you have supplied.

A visit we cannot complete is chargeable for the whole of the time allocated to the job. If we attend and the work cannot go ahead or cannot be finished — because your materials have not arrived, are incomplete, are the wrong items, or are unsuitable — you are charged for all the time set aside for that job, not merely for the visit or the first hour.

Where a full day was allocated, a full day is charged. Where several days were allocated, the days that cannot be reallocated are charged. That time was reserved for you and cannot be filled at short notice.

Any return visit is a separate visit and is charged separately.

Fixed labour prices assume standard components. Where we quote a fixed price for labour, that price assumes standard, readily available items. If what you supply takes materially longer to fit, including non-standard fixings and designer or bespoke units, the additional time is charged at our standard labour rate.

We may decline to fit materials we consider unsuitable, unsafe, or not compliant with the relevant regulations.

A13. Our work

We will carry out the work with reasonable care and skill, by someone competent to do it.

Our workmanship is guaranteed for 12 months. Parts we supply carry the manufacturer’s guarantee, which we pass on to you. The guarantee does not cover faults caused by another party’s work, misuse, tampering, or alterations made to the system after we left, and does not extend to materials you supplied yourself.

Nothing in these terms affects your rights under the Consumer Rights Act 2015.

A14. Existing components and what we are not responsible for

Heat pump and heating systems contain components that age. Seals perish, fittings corrode, plastics become brittle, and valves seize. Where we have taken reasonable care, we are not responsible for a component that fails, leaks or breaks because it was disturbed in the ordinary course of carrying out the work — including when dismantling, moving, loosening, tightening or reassembling parts of the system.

If that happens we will tell you straight away, explain what has failed, and quote for putting it right. The cost of replacing it is chargeable.

We are also not responsible for faults that were present before we arrived, faults in parts of the system we were not asked to work on, or losses that were not reasonably foreseeable.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, or for fraud. No business is allowed to limit those, and we are not attempting to.

A15. Manufacturer registration and product guarantees

Where we install equipment that must be registered with its manufacturer for the product guarantee to be valid, we register it on your behalf. This means sharing your name, address and contact details, and the details of the installation, with that manufacturer.

Vaillant equipment. Registering a Vaillant product requires us to share your personal information with Vaillant Group UK Ltd, who then hold it as their own controller. What Vaillant do with it, and how to reach them about it, is set out in our privacy policy at heatpumpbiker.com/privacy, and in Vaillant’s own privacy policy at www.vaillant.co.uk.

Equivalent arrangements apply to other manufacturers whose equipment we install, including Mitsubishi Electric and Stiebel Eltron. We will tell you who your details are being shared with and direct you to their privacy information.

If you do not wish your details to be shared with the manufacturer, tell us before installation. We will comply, but the product guarantee cannot be registered without it and you will not have the benefit of it.

A16. Photographing, filming and recording our work

Photographing, filming and audio-recording the work is a condition of us carrying it out. You will be asked to confirm this separately when you book.

We photograph and film our work as a matter of course, and we audio-record our visits. The material forms part of the written report we give you and of the job record.

This clause covers the making of that record. Publishing it is dealt with in A17, and you may opt out of that separately.

If you would prefer your job not to be photographed, filmed or recorded at all, we are not the right firm for you. We would rather say so at the outset.

Retention periods and your rights are set out in our privacy policy at heatpumpbiker.com/privacy.

A17. Publishing our work — and how to opt out

We publish photographs and video of our work on our website, on social media and on our video channels, to show the standard of work we do.

This is not a condition of us working for you, and you may opt out. A box at the point of booking allows you to tell us not to use material from your job. You may also opt out at any time afterwards by emailing info@heatpumpbiker.com. There is no charge and no consequence.

We do not publish your name, your address or your personal possessions.

Where an image shows a property that could be recognised, we do not publish it alongside a precise location. We may identify the county or region. We do not identify the town, village or street. We will also ask you on site before photographing the property as a whole.

Where any person is identifiable in material we intend to publish, we obtain that person’s agreement before using it.

You may ask us to stop using material from your job at any time. We will remove it from every channel we control and use reasonable endeavours to secure its removal elsewhere. We cannot guarantee removal of material that others have copied, shared or republished, or that persists in search engine caches or third-party archives.

Opting out, or asking for material to be removed, has no effect on the work we carry out for you, on the price you pay, or on our willingness to attend in future.

A18. Recording of visits

We audio-record our visits, from arrival to departure. Recordings are not published.

We record for two reasons. The first is accuracy: the recording ensures the report reflects what was found, what was done, and what was requested or agreed on site. The second is that our engineer works alone in a customer’s home, and a recording gives both of us an accurate account if a question later arises about what was said or done.

Recordings are not sent to any third party. They are transcribed by software we operate on our own systems, and the audio does not leave our infrastructure.

Retention and your rights are set out in our privacy policy.

A19. Recording of telephone calls

Calls to and from our business number may be recorded in future, for accuracy of record. We do not record calls today. If we introduce it, you will be told at the start of any recorded call, and our privacy policy will be updated before we begin. Retention and your rights are set out there.

A20. Your information

We use your details to carry out the work, maintain your service history and contact you about your system.

We do not sell your information.

Emails about your booking, your service history or your care plan form part of the service and are sent for as long as you are a customer. Any marketing email we send carries an unsubscribe link, effective immediately. You may also email info@heatpumpbiker.com at any time.

Full details are in our privacy policy at heatpumpbiker.com/privacy.

A21. If something is wrong with our work

If you believe there is a problem with work we have carried out, you must tell us as soon as reasonably possible after you become aware of it, by emailing info@heatpumpbiker.com or calling 0330 043 6253.

You must give us a reasonable opportunity to inspect the work and, where the problem is ours, to put it right. That includes giving us access to the property at a reasonable time.

If you instruct someone else to carry out remedial work without first giving us that opportunity, we are not responsible for their costs.

A22. Changes to these terms

We may update these terms from time to time. Where you have a booking in the diary, the terms you agreed when you booked apply to that visit. For care plans, see B14.

Part B — Care plan terms

These apply in addition to Part A if you are on an Essential, Plus or Premier plan.

B1. What a care plan is — and is not

A care plan is your annual service spread across the year, together with discounts on work when you need it.

It is not insurance and it is not breakdown cover. Plans are discounts on work, not free work. Parts and materials are charged as normal, with your plan discount applied.

B2. What every plan includes

All three plans include the same annual service: heat pump and hot water cylinder together, in one visit, with a full written photo report.

B3. Plan levels, prices and benefits

The current plan levels, monthly prices, booking priorities and discount rates are published at heatpumpbiker.com/care-plans. Those published details form part of these terms.

Booking priority is subject to availability.

B4. Paying for your plan

Your plan is paid monthly, by the payment method you set up when you join. Unless the next paragraph applies, your first payment is collected when you join, and payments continue monthly on or around the same date. A Direct Debit payment takes a few working days to leave your bank.

If your first service is due soon. If your first service is booked for a date, or a month, in one of the three calendar months after the month you join, you pay for that service when you join, at our standard one-off service price. Your monthly payments then start on the 1st of the month after our first visit to you as a member. That is normally your service. If you book a call-out before your service, your monthly payments start the month after the call-out instead. If the date of that first visit is moved, the start of your monthly payments moves with it. We show you the amount and the month your monthly payments start before you pay, and we tell you if that month changes.

We will confirm the date your payments will be collected. Where you pay by Direct Debit, your Direct Debit is covered by the Direct Debit Guarantee.

If a payment fails, we will email you to tell you, and we will try the same amount once more, about five working days later. We will tell you the date before we do it. Direct Debit rules allow us one further attempt only, for the same amount, so if that attempt also fails we stop collecting and send you a link to pay that month by card instead.

We do not charge a fee for a failed payment.

You can cancel a Direct Debit at any time through your bank. If you do, please tell us as well, so we can agree how you would like to pay instead rather than chasing a payment that will not arrive.

If your plan falls more than 30 days behind:

• plan discounts are suspended until the account is up to date; and
• we may require repayment of plan discounts already used, on the same basis as B8; and
• we may end the plan under B11.

B5. Booking your service

When you join, you either book your first service or tell us the month it is due. If you are not sure, pick the month about a year after your last service, or the month your heat pump was installed if it has never been serviced. You can change it later by contacting us. If you move your service into one of the three calendar months after the month you joined, the upfront payment in B4 applies.

Your service month is the month you first chose. If the date of your first service is moved, your service is still due in that same month in the years that follow, unless we agree a different month with you.

Routine services run January to November.

We will contact you around two months before your service is due so you can choose a slot. If we do not hear back we will follow up, no more than three times, and the final reminder will say so.

Your plan runs for the year whether or not you book the service within it. An unbooked service does not roll over into the following year.

B6. Your plan year

You can join at any time of year.

Your plan year is the twelve months from your first monthly payment. For most members that is the day you join. The same date each year is your anniversary, and it is when any price change takes effect under B10.

Your service is due each year in the month you chose when you joined, or the month we have agreed with you since. That may be a different month from your anniversary.

If you paid for your first service when you joined (see B4), your monthly payments start later, so your plan year runs from the date of your first monthly payment, and your anniversary is that date each year. The time between the day you join and your first monthly payment is part of your first plan year.

B7. December

Plus and Premier members do not pay the December rates in A9. Your call-out stays at the standard rate, labour is not charged at the December rate, and you have priority breakdown response through the month.

Essential members pay the December rates in A9.

B8. Cancelling your plan, and repayment of discounts

You can cancel with one month’s notice. You can do it yourself on our booking page, under “Already a customer?”, or by email to info@heatpumpbiker.com. Your plan ends one month after the day you cancel.

Your monthly payment during the notice month is still taken. If a payment falls due before your plan ends, it is collected by Direct Debit as usual, and it is your last payment. We show you the date and the amount before you confirm. Please leave your Direct Debit in place until then.

Your member discounts stop on the day you cancel. A visit you book after that day is charged at our standard rates.

The benefits of a plan are earned across a full plan year. A plan year is the twelve months from your first monthly payment or your most recent anniversary, as set out in B6.

If you paid for your first service when you joined, the payment for that service pays for the service only. It does not count as monthly payments towards your plan year. Discounts you use between joining and your first monthly payment are part of your first plan year.

If your plan ends before the plan year you are in is complete, any plan discounts you have used during that plan year become repayable. If you had a December call-out at the standard rate, the difference between the December rate and the standard rate counts too. We show you the amount before you confirm, you pay it online, and the cancellation goes through once it is paid.

If your plan year finishes on or before the day your plan ends, nothing is repayable. That year’s benefits are yours. Because notice is one month, a plan cancelled in month eleven or later of a plan year completes that year.

This applies to every plan year, not only the first. For example: you have been with us for fifteen months, so you are in month three of your second plan year. In month four you have a repair on which your plan discount saves you £90. You cancel in month six. Because you have not completed the second plan year, that £90 is repayable.

If you change your mind. Until the day your plan ends you can keep your plan, on our booking page or by contacting us. Your plan and your Direct Debit carry on as they were, and we refund anything you paid back when you cancelled. Once your plan has ended, joining again is a new plan with a new plan year, and nothing is refunded.

Work already completed is payable in full in any event.

B9. If you have already had your service, or have one booked

If you have had your annual service within a plan year and the plan ends before that plan year is complete, the service becomes chargeable at our standard one-off service price, less the monthly payments you have made towards that plan year. A monthly payment that falls due in your notice month counts as made.

If your payments towards that plan year already equal or exceed the standard one-off service price, nothing further is due for the service. Payments made are not refunded, and no balance is returned to you, the plan simply ends.

We show you the amount before you confirm, and it is paid online with anything repayable under B8. Any repayment of discounts under B8 applies in addition.

If you paid for your first service in full when you joined (see B4), nothing further is due for that service under this clause. B8 still applies to any plan discounts you have used.

If your service is booked for a date after your plan ends, the plan no longer covers it. When you cancel, you choose either to cancel that booking, or to keep it and pay for it in full at our standard one-off service price.

If you keep your plan under B8 before it ends, anything you paid under this clause is refunded and your service is covered by your plan again.

B10. Annual price review

We review plan prices each April.

If the price of your plan changes, you move to the new price on your own anniversary, not in April. We will write to you at least one month before, giving the new amount and the date it takes effect.

If you are happy with it, you need do nothing. Your payments are updated and continue as normal. If you would rather not continue, you can cancel under B8. Because a price change takes effect on your anniversary, a plan cancelled at that point has completed its plan year and no repayment arises.

Customers joining after a price review pay the new price from the start.

B11. If we end your plan

We may end your plan by giving you one month’s written notice if:

• your monthly payments stop, or the account falls more than 30 days behind;
• we can no longer work safely at the property;
• the system has been altered, or has fallen into a condition, that means we can no longer maintain it properly; or
• the property is outside the area we cover.

Where we end your plan because payments have stopped, B8 applies and discounts used in an uncompleted plan year remain repayable.

Where we end your plan for any of the other reasons above, no repayment of discounts arises, and we will refund any payments you have made covering a period after the plan ends.

B12. Moving house

If you move, tell us. Where we can, we will transfer the plan to the new owner of the property, or move it to your new address if it is in our area and has a heat pump we can maintain.

If neither is possible, the plan ends and B8 and B9 apply in the normal way. Discounts used in an uncompleted plan year remain repayable, and the service charge in B9 remains due.

B13. Upgrading and downgrading your plan

You can upgrade at any time. The higher plan’s benefits apply from the date you upgrade, and your monthly payment changes to the higher amount from your next payment. Your anniversary and plan year do not change.

You can move down to a lower plan at any time, with one month’s notice. You are on the lower plan, with its benefits, from the day you ask. Your monthly payment drops to the lower amount one month later. Any payment due before then stays at the higher amount. Your anniversary and plan year do not change.

If you have used the higher plan’s benefits in the plan year you are in, you pay back the difference first. That is the difference between the discounts you have had on the higher plan and what the lower plan would have given you. If the lower plan has no December cover, a December call-out you had at the standard rate counts too, as the difference between the December rate and the standard rate. We show you the amount before you confirm, and the move goes through once it is paid.

If your plan year finishes on or before the day the lower payment starts, nothing is repayable.

You can make these changes yourself on our booking page, under “Already a customer?”, or by contacting us.

B14. Changing these plan terms

We update these terms from time to time, and the current version is always at heatpumpbiker.com/terms. Small changes, such as clearer wording or changes that do not affect what you pay or what your plan includes, apply from the date the new version is published. We will not email you about those. If we change what you pay or what your plan includes, we will give you at least one month’s written notice first. If a change does not suit you, you can cancel under B8.

Heat Pump Biker Limited, company number 17135239. VAT registration number 518305406. Version 1.4.