Daikin/Grant service plan terms and conditions

1. Introduction

1.1 These terms and conditions plus the service plan information and “what’s covered / not covered” information we give you before you sign up form the contract between you and Octopus Energy Services for your heat pump maintenance contract.

1.2 Your contract with us starts when you accept the terms and conditions as part of our application process.

2.What you need to do

2.1 You must keep your contact information with us up to date.

2.2 You should let us know if you move to a new home so we can move or cancel your cover.

2.3 You agree to give us safe access to your property to carry out our services.

2.4 You agree to pay your monthly payments to us on time each month.

2.5 If you don’t do any of these things, this may invalidate your plan with us.

3. Eligibility

3.1 You must have had your heat pump installed by Octopus Energy to be eligible for our heat pump maintenance plan.

3.2 Unless otherwise agreed in writing by Octopus, the Care Plan must be purchased within 60 days of the original installation date. Octopus may in its complete discretion offer the Care Plan outside of the 60 day period for an additional cost.

4. Payments

4.1 We will take payment by direct debit (or another payment method agreed with you) once per month throughout the term.

5. Length of contract

5.1 Our heat pump maintenance plans are for a term of 12 months and will auto-renew at the end of this term.

5.2 We will email you 1 month before your contract renewal date to let you know about the upcoming renewal and the pricing that will apply for the following 12 month term.

6. Cancellation

6.1 You may cancel your plan at any time within the first 14 days and we will give you a full refund. If we have done any work for you within those first 14 days, you may still have to pay for that work.

6.2 If you wish to cancel your plan at any time after the first 14 days, you can do so free of charge if you’ve not yet had a service. If we have done any work for you, you may still be charged for the remainder of your 12 month period.

6.3 If you do not cancel your plan before it auto-renews, we may charge you for the remainder of the term.

6.4 We may cancel if you do not do any of the things detailed in paragraph 1 above.

7. Our limit of liability

7.1 We do not limit or exclude liability for death or personal injury caused by our negligent acts or omissions.

7.2 If you suffer any loss or damage, our responsibility to you will be limited to the amount you’ve paid for these services in any calendar year.

8. General

8.1 The laws of England and Wales apply to this contract.

8.2 We can change the terms of your contract at any time. We will inform you of any changes and the latest copy of our terms and conditions will be available on our website.

9. Contact

9.1 How to contact us: You can contact us via our contact page (https://octopus.energy/contact-us/)), by telephone at 0808 196 6842 our customer service team at the number, or by writing to us at the email address, set out in the Product Terms for your Goods, or write to us at Octopus Energy Services Limited, UK House, 5th floor, 164-182 Oxford Street, London, W1D 1NN, or send us an email using one of the following addresses:

1. heat@octopus.energy for heat pump-related questions

2. hello@octopus.energy for any general enquiries

   
   

9.2 How we may contact you: If we need to get in touch with you, we will do so by telephone or by writing to you at the email address or postal address you provide to us.