Heat pump service plans terms and conditions

Terms and Conditions


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 You must sign up for the heat pump maintenance plan within 60 days from when we completed your installation.

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.

Hey I'm Constantine, welcome to Octopus Energy!