Terms and Conditions


Our terms and conditions are set out below and should cover every aspect of the high-quality service we aim to provide. However, if there is anything you are unsure of then please get in touch with us before agreeing. Either by phone on; 01367 252807 or email info@purpleplumbingpeople.co.uk or by writing to us at; The Purple Plumbing People Ltd, Unit 6 RAC Estate, Park Road, Faringdon. SN7 7BP

Our commitment to you.

We will always aim to meet our responsibilities under the Care Plan within a reasonable time unless circumstances outside of our control prevent us from doing so.

We will let you know the reasons and discuss a remedy to the situation. We will work with you to secure another time when we expect to be able to meet our responsibilities to you.

Where we have agreed to accept your appliance/system onto a Care Plan, and have previously advised there may be restrictions in our ability to maintain your appliance/system or the supply of parts, we will use all reasonable endeavours to carry out repairs.

Your Care Plan includes an annual service.  We will arrange to visit the property generally around the anniversary of the Care Plan and subsequent years of the Care Plan to inspect your boiler and controls, gas or oil-fired central heating system or gas or oil appliance. This will help make sure they are safe and in good working order.

If we attend a break down at the property within two months of the service date, we may opt to carry out the service at the same time.

Sections are categorised as follows.

Section A sets out the definitions used throughout these Terms and Conditions

Section B relates only to Service Plans

Section C sets out the General terms for the Care Plans

Section A – Definitions

a. Website – refers to the latest version of The Purple Plumbing People Ltd website, as amended by us, with any information we may supply to you before or after you apply for your care plan or accept our estimate for any services. (We will give you at least 28 days’ notice of our intentions to make changes to your plan including your Plan Fees. Any increases in charges will only be implemented in the month after we carry out your next regular boiler service.)

b. Call-out Fees – means the per-incident fees payable, in respect of any maintenance callouts under your Plan. These fees are payable in addition to the monthly fee for the Plan shown on the Website.

c. Fees – means the fees payable to us by you for the provision of the works as set out on the Website, Call-out Fees or our Quote, as applicable.

d. Care Plan – means the service or maintenance plan as described in this pack and on the Website which you have made a successful application to become a member of, and in respect of which your membership hasn’t been terminated.

e. Estimate – means any estimate which we issue to you and you accept, as well as any changes to that estimate which both parties agree or confirm verbally, in writing or by email.

f. We, us and our – refers to The Purple Plumbing People Ltd which has an office at Unit 6 RAC Estate, Park Road, Faringdon, SN7 7BP

g. Works – means the works to be carried out by us for you, in accordance with a Plan or estimate as applicable

h. You and your – refers to you, the person whose application to join a Service Plan has been accepted by us and/or you, the person who has asked us to carry out works in accordance with an estimate.

Section B – Conditions only applicable to Service Plans

1. Service plan eligibility

a. You can apply for the Service Plan of your choice if:

i) You have a domestic (up to 70Kw) condensing gas or oil central heating boiler.

ii) You live within the qualifying area (contact us for available areas).

iii) You are the owner or occupier of the property you want us to cover

iv) Your boiler and/or any other services you want us to cover are safe and in good working order (see Care plan inspections below)

b. At our discretion, we can provide a bespoke quote for your plan if your property is situated outside the qualifying area. We reserve the right to quote a higher price than the fees shown in this pack and the Website in such cases and in any other situation where the set-up in your home will make it more difficult or expensive for us to service or maintain your heating system.

c. If the ownership of the dwelling changes the new owner of the dwelling shall retain the benefit of the Contract so long as the payments due are maintained. Refunds will not be available however for the unexpired part of the contract.

d. If you intend to move property, you will need to tell us at least one month before you move. If you fail to notify us in writing that you are moving, you will be liable to cancellation charges.  If you wish to continue a Care Plan in your new property, please contact The Purple Plumbing People  Ltd to discuss the options available.  A different property requiring a Care Plan will require an Inspection to assess the cover required.

e. We reserve the right to refuse any application for a Service Plan without giving a reason

Care Plan inspection

Before we accept any boiler/controls or systems onto a Care Plan we will carry out a comprehensive Inspection.  Any apparent faults arising from the Inspection will need to be rectified before the respective Care Plan can commence. These recovery actions will be chargeable and will not be carried out under the terms of the Care Plan.

Our engineer will complete an Inspection to indicate what has been inspected and any results found.

If your inspection reveals a problem, we will tell you what work is required and what it will cost to rectify the problem.  We may offer you a different Care Plan that does not cover the problematic issue that cannot be covered by a Care Plan, or we may cancel the progression of accepting your appliance or system on any Care Plan.

We will not carry out an Inspection if the system or appliances have been refused acceptance previously unless remedial work has been carried out to our satisfactory standards.

Safety advice

We may advise you that permanent repairs or improvements are needed to help make sure your appliance or system works safely.  For example, to keep to Gas Safety Regulations, such as upgrading your ventilation to meet current standards. If you do not follow our advice it may mean that we cannot fulfil our obligations to you. We will then cancel your Care Plan and you will be liable to cancellation charges.

2. Inclusions and Exclusions

a. A definitive list of what is and is not included in each Care Plan is set out in this Pack and the Website.

b. In addition to the exclusions contained within the description of each individual Care Plan package, as detailed within the main text of this pack and on the Website, the following exclusions apply to all Care Plans

i)  Any inadequacy attributing to original installation or design of the system.

ii) We will not be held responsible for consequential damage or loss occurring as a result of a defect in the central heating system unless attributable to our negligence. If attributable to our negligence, notification must be given in writing with full details within fourteen days of the incident.

iii) Any damage due to the failure of water, gas or electricity supply.

iv) Any work including descaling that may arise due to hard water scale deposits or aggressive water supply.

v)  Mechanical breakdowns due to sludge build-up within the system.

vi) Removal of products of corrosion from within the system.

vii) Should the heat exchanger or heat bank fail, this will deem the boiler to be beyond economical repair.

viii) Except and only to the extent specifically stated as included under your agreement, we will not include the repairing of faults or damage or the replacement of appliances or systems caused by freezing weather conditions, subsidence, structural repairs, accidents, fire, lightning, explosion, flood or storm. You should check your household insurance to make sure you have enough cover for these risks.

ix) If anything specifically stated as being included in your agreement is also included under any other insurance or maintenance contract you hold, the repair will be the responsibility of your other insurer or maintenance provider. In the event of joint responsibility with your other provider, we will only ever be responsible for our fair share and to the extent of the obligations of the agreement.

x) Any damage or costs relating to the spillage of oil where the fault has been due to the oil tank or any oil carrying pipework having leaked in whatever circumstances.

xi) Any defect caused through negligence, misuse, third party interference or malicious or wilful action

xii) Domestic water supply from the hot water cylinder or boiler outlet to and including taps and washers.

xiii) Any adjustment of time and temperature controls, bleeding radiators or pressurising sealed systems and relighting pilot lights.

xiv) The fabric of the building and any pipework including flues buried within it.

xv) Any building works for the investigation of faults and/or following repair.

xvi) Any faults present at the time of signing the initial contract.

xvii) Any callouts deemed to have been pre-existing to the commencement date of the Service Plan and within the first three months of the Contract will not be covered and may incur a charge for the callout and any parts required, at our current rates, variable to the day and time of the callout.

xviii) Replacement of flues.

xix) The replacement of decorative parts.

xx) Consumer durables (eg. batteries, filters, seals, gaskets, inhibitor, fuses, oil nozzles and igniters).

xxi) Heating appliances such as kick space heaters, fan assisted radiators, towel rails, designer radiators e.g. column radiators, school radiators, dual fuel kits, immersion heaters, primatic cylinders, custom made cylinders, unvented cylinders and thermal stores, underfloor heating systems and/or specialist heating. Radiants and glass fronts on back boiler fires.

xxii) Cylinders with a volume greater than 40 gallons or 182 litres and boilers with a heat output greater than 42 kilowatts and pipework greater than 28mm diameter.

xxiii) Removing asbestos associated with repairing the central heating appliance/system. When you have had any asbestos removed, you must give us a clean-air certificate before we will do any further work at your property. By Law, the person who removes the asbestos must give you a clean-air certificate.

xxiv) Commencing and/or continuing services where we reasonably consider that there is a Health and Safety risk including; the presence of hazardous materials; infestations; or harassment of our personnel including verbal or physical abuse. We will not recommence work until the Health and Safety risk has been rectified to our satisfaction.

xxv) Oil boiler breakdowns attributed to either running low or running out of oil or having water in the oil. It is your responsibility to ensure that all tank covers and rain caps are secured correctly and that you keep your oil supply topped up. Breakdowns attributed to this will be charged for at our standard call-out rates.

c. If you need work or repairs carrying out that are not covered by your Care Plan, we will provide an estimate for parts and labour at our standard hourly rates. There is no obligation to ask us to proceed.

d. There is a 28 day exclusion period for any callouts on the Care Plans. If You renew before the expiry of the Care Plan, the exclusion period does not apply after the first year of cover.

e. Our engineers will only work in your property when there is someone there over the age of 18, or a key has been arranged to gain access to the property.

f. It is your responsibility to allow us access to the property. If we cannot gain access we will not be able to carry out the necessary work and as a result, if we cannot carry out our responsibilities to you we cannot be held responsible for this lack of service. If we are obstructed in making repeat appointment visits we will cancel your Care Plan and you will be liable to cancellation charges.

3. Limitations of Cover

a. We cannot cover any faults that arise with Your covered services during the first 28 days of any Care Plan unless we installed the equipment and have maintained it ever since.

b. Despite regular servicing, equipment sometimes fails, and this can damage other items in your home. We cannot cover the costs of repairing or replacing these items unless the equipment covered by your Care Plan failed because we did not service or maintain it properly.

c. The Acceptance of a Central Heating System onto a Care Plan does not imply that the system is installed to the relevant standards and we will not accept any responsibility for any inadequacy arising from the original design or installation, and so make no warranty as to fitness for purpose or condition. If a system is incorrectly installed or unfit for use, we reserve the right to terminate the contract. The Care Plan is specific to the boiler installed in the property at the commencement of the Care Plan, should the boiler be changed during the term of the Care Plan we must be informed immediately in writing. We reserve the right to terminate any Care Plan, in this instance, without reimbursement of payment. Should a breakdown/repair/service be required on a boiler that has been changed since the commencement of the Care Plan without notification to us, we reserve the right to charge for any Call-Outs at our standard rates. We shall not be liable to fulfil its obligations under the Contract if subject to industrial dispute or force majeure. We may not be held responsible for any delay in the provision of spare parts by suppliers and thus no compensation is payable should this occur. We may supply and fit replacement parts and components which are adequate but not the same as defective parts.

4. Call-Out Fees

a. Call-out fees are per incident. Accordingly, if we need (or you ask us to carry out) works which are unrelated to those we were called out to deal with, we reserve the right to charge a second Call-Out Fee. We may also have to schedule a repeat visit to deal with the unrelated works if they are not urgent.

b. If We are unable to gain access to the relevant part of your property at the time we have previously agreed with you, or if we consider that it would be unsafe for us to do so, we will be entitled to charge a second Call-Out Fee for any rearranged visit.

Cancellations and charges:

a. If You cancel Your Care Plan, no refunds will be payable by us, except where cancellations are made under paragraph c below. You are free to cancel at any time as there is no minimum contract period and no cancellation fee, you or we must notify each other in writing with a minimum of 28 days’ notice. To cancel, please email us at:  info@purpleplumbingpeople.co.uk or write to us at: The Purple Plumbing People Ltd, Unit 6 RAC Estate, Park Road, Faringdon, SN7 7BP

b. In the event of cancellation of the contract within 12 months of its inception/renewal, we reserve the right to charge, at standard rates, for any work carried out. All contracts are reviewed annually, and we will upgrade the level of cover at the expiry of any manufactures guarantee period (if applicable) to ensure a consistent level of cover.

c. If you cancel within 28 days of starting the Care Plan, provided you haven’t called us out to do any work under it, we will give you a full refund of all monies that you have paid us but you will be charged for the Inspection at the current rate as well as any work carried out..  Current rates are available by phoning The Purple Plumbing People Ltd on 01367 252807

If you cancel after the first 28 days of starting the Care Plan and pay by direct debit we will provide you with cover to the end of the paid period including the one month notice period. We will then cancel the Care Plan and take no further payments. If you have had work carried out you will be charged at our normal rates for that work and also be charged for the Inspection. You will be liable for cancellation charges.

If you cancel any Care Plan you have with us part way through your period of agreement and if you have had any work carried out as part of that Care Plan you will be liable to be charged our normal rates for that work and also be charged for the Inspection.

The cancellation charges will be the total annual payment due, less any direct debits plus an administration charge of £30.00 including VAT.

These charges will not be more than the total cost of the agreement that you are cancelling deducting any amounts that you have paid as monthly direct debits.

Section C – General terms of the Care Plans 

a. Boiler Replacements – Purple Premier Plan only.

Your boiler is covered for repair and maintenance over its useful life. Under the Purple Premier Plan, we can replace the boiler if spares are no longer available or if the boiler is not financially viable to continue to repair/maintain.

Providing your Purple Premier Plan has been in place continually for 12 months the first £300 of the cost towards the boiler replacement will be covered. We will supply you with a quote for a boiler replacement, parts and labour. A loyalty discount will be applied to the cost of a new boiler supplied and installed by us. This loyalty discount will be based on the number of years the Contract has been running and the number of Call-Outs You have on record. The discount is non-negotiable and is at our discretion.

All other service plans other than the Purple Premier Plan, do not include a replacement boiler service.

b. Replacement Parts and Components – will only be fitted where old ones are beyond reasonable repair. We will be the sole arbiter as to the condition of components.

c. Noisy boilers – as boilers become older, for various reasons they may become noisy. Where age is the sole reason for noise, we do not consider this a fault and it is not covered under the Care Plan. A charge will be made for any recurring callouts relating to noisy systems, chargeable at our current standard & weekend Call-Out Fees.

d. We will not be responsible for the cost of repairs or gaining access to make repairs if there are design faults, (unless we are responsible for the system design faults). Faults which exist before you enter into a Care Plan with us or faults which we could not, using reasonable care and skill, be identified on our Inspection or a repair call out to your system or appliance.  For example, this would apply to pipes buried under concrete floors that have been installed incorrectly without wrapping or movement protection.

e. We will not cover the costs relating to the damage caused by you. If work is carried out on your system or appliance by someone other than us, whether or not following our advice, which results in damage to that or another part of your system because of poor workmanship, the repair will be excluded from your agreement.

f. Boiler Servicing – the service will usually be carried out during Spring and Summer months as breakdown calls will be given priority during the Autumn and Winter. All servicing work is carried out during normal working hours of 8.00 am – 4.30 pm Monday to Friday. We reserve the right to charge an additional cost to the standard service rate for any service that has to be booked outside normal working hours where this is the customer’s choice.

g. Making good

We will fill in any holes and leave the surfaces level if we have had to make access to your system or appliance so we could carry out a repair. We will not replace the original surface or construction (for example, decoration).

h. All other loss and damage

Unless we cause it, we will not be liable for any costs arising from loss or damage to your property as a result of your appliance or system breaking or failing, including any cleaning needed or damage to fixtures and furniture, (for example, damage caused by water or oil leaks).

We reserve the right to charge an additional cost for consumables not covered within the terms of your service plan, including system inhibitor.


We guarantee to make good any faulty parts or faulty workmanship for a period of twelve months from the date we completed the repair. The rights in relation to any guarantee we give you apply in addition to and do not affect your legal rights under the Sales of Goods Act 1979 and Supply of Goods and Services Act 1982. You can get advice about your rights from the citizen’s advice bureau and the trading standards department.

Our cancellation rights

We may cancel the Care Plan for the following reasons:

  • If you have given us false information;
  • If you do not make an agreed payment;
  • If we find something wrong on the Inspection;
  • If there are health and safety issues;
  • If you do not arrange adequate access to your property in good time;
  • If we are not reasonably able to get parts because they are not made for your boiler/system anymore;
  • If permanent repairs or improvements are needed and not completed;


We will always aim to do our best but unfortunately, there may be times when things go wrong. If you have a complaint about any part of our service or products, please phone us on 01367 252807 or write to us at:

The Purple Plumbing People Ltd, Unit 6 RAC Estate, Park Road, Faringdon. SN7 7BP

Or email: info@purpleplumbingpeople.co.uk

We will try to deal with the matter immediately, however, if we are unable to then we will always keep you regularly informed as to the progress of our actions or investigations.