Best Options - General Terms and Conditions

"We" refers to Booker & Best Ltd as service provider.

"You" refers to yourself at the address covered on your application, or change of address notified thereafter.

The services offered as part of this package will be provided to you, dependant upon you selecting the service, and the relevant monthly payments being made each calendar month.

The statements below are guidance in plain English to enable a wide customer base to understand as best as possible the level of service provided. Our service is based on items that could be expected to be found in a normal domestic property. Please advise us in writing on or before the commencement of this service if there are additional services that you need clarification on the level of cover.

Please note that we may still be able to offer cover, subject to exclusions on certain items after our initial survey.

Boiler and controls only package (Boiler Care Cover)

Our gas service care allows for us to carry out an annual service to your main gas boiler and controls. We will also provide parts and labour to repair your boiler & electronic boiler controls as part of this agreement.

We will attend an unlimited number of breakdowns, for which we intend to be with you within 4 working hours, and provide some temporary heaters if no other heat source is available as required, and we were unable to repair on our initial visit.

We will endeavour to repair any component of your boiler or controls with new or re-conditioned replacement parts as available, but cover does not extend to replacement of an obsolete boiler for new, unless we can agree that the boiler is under 8 years old from date of manufacture, and that we can no longer obtain parts, or that we choose to replace the boiler as it would be more cost effective than a repair.

We will be pleased to provide a quotation for renewal of a boiler, and you have the choice to accept our quotation, or to seek replacement by a third party of your choice. We include 1 years free cover with every boiler replacement.

We can provide cover for non standard installations at our discretion, and will be able to quote accordingly for these. This may typically be the type of system that is more a commercial rating even if in a domestic property. Please ask for details and a site inspection if you have any query regarding your installation.

Providing you notify us of your change of address, we will offer cover on your new system from your date of moving, providing the new system is not of a type that we exclude.

We provide cover for the boiler, the controls - timeclock / thermostat (not energy management systems). Please take out the complete system package if you would also like cover for pumps, pipework, radiators, valves, standard hot water cylinders, expansion tank, and other accessible items as these are excluded from the basic package.

We exclude inaccessible items (including high level works requiring access), flues, damaged items, or parts that are decorative only.

We do not cover systems with inherent design faults that existed prior to our agreement, nor frost damage, resetting controls.

Where you have opted for the lower monthly price, with a £50 excess payable for each repair (Standard Cover), then this payment may be made by cheque, credit card, or by an enhanced direct debit payment in the month following the repair. If you pay the higher monthly premium (Inclusive Cover), then no further charge is payable.

Boiler and central heating package (Complete Care cover)

Our gas service care allows for us to carry out an annual service to your main gas boiler and to check over the remaining heating and hot water system. We will also provide parts and labour to repair your installation as part of this agreement.

We will attend an unlimited number of breakdowns, for which we intend to be with you within 4 working hours, and provide some temporary heaters if no other heat source is available as required, and we were unable to repair on our initial visit.

We will endeavour to repair any component of your system for which new or re-conditioned replacement parts are available, but cover does not extend to replacement of an obsolete boiler for new, unless we can agree that the boiler is under 8 years old from date of manufacture, and that we can no longer obtain parts, or that we choose to replace the boiler as it would be more cost effective than a repair.

We will be pleased to provide a quotation for renewal of a boiler, and you have the choice to accept our quotation, or to seek replacement by a third party of your choice. We include 1 years free cover with every boiler replacement.

We can provide cover for non standard installations at our discretion, and will be able to quote accordingly for these. This may typically be the type of system that is more a commercial rating even if in a domestic property. Please ask for details and a site inspection if you have any query regarding your installation.

Providing you notify us of your change of address, we will offer cover on your new system from your date of moving, providing the new system is not of a type that we exclude.

We provide cover for the boiler, the controls (not energy management systems), pumps, thermostats, reasonably accessible pipework (i.e. under carpeted floors, but not under tiled or laminate flooring), radiators, valves, standard hot water cylinders, expansion tank, and other accessible items.

We exclude inaccessible items (including high level works requiring access), flues, damaged items, or parts that are decorative only.

We do not cover systems with inherent design faults that existed prior to our agreement, nor frost damage, resetting controls, or faults caused by a third party, including where radiators have been removed by others when decorating.

Likewise powerflushing systems to remove sludge build up are excluded, but can be undertaken for an agreed additional charge.

Where you have opted for the lower monthly price, with a £50 excess payable for each repair (Standard Cover), then this payment may be made by cheque, credit card, or by an enhanced direct debit payment in the month following the repair. If you pay the higher monthly premium (Inclusive Cover<, then no further charge is payable.

Other gas appliances

In addition to your main heating system, we can at an additional cost service and repair, on the same basis, your gas fires, gas wall heaters, water heaters and cookers.

Landlords only

Please note that cover includes 1no CP12 certificate per year only, additional issues will be charged at change of tenancy. You cannot permit any other person or contractor to work on these systems whilst cover is with ourselves.

Landlord cover will be fully inclusive cover ONLY (i.e. no £50 excess is available - this avoids disputes about payment when tenants call us direct).

IMPORTANT - IF YOU SMELL GAS - Please do not operate any electrical equipment or switches, and telephone Transco IMMEDIATELY on 0800 111 999

Electrical emergencies

We will attend to a loss of power or lighting, and make safe or effect a repair. We cover all fixed wiring and electrical fixtures in your home including your fuse box. Please note that if we have to replace a fixture or accessory, it will be for a standard component, and not a decorative style unless provided by yourselves.

You are entitled to request a free visual electrical inspection on the 2nd anniversary of your agreement. This will inform you of the current condition of the installation.

Depending on the age of your installation, we may find that it is not to an acceptable standard to repair, and that it requires upgrading. In this instance, we will leave in a safe condition, and provide a quotation for additional works, which you may accept, or you may choose a third party to undertake.

Should you not have taken out this cover - then we are still able to provide a quotation for any electrical works that you require.

Please note that TV aerial, satellite, telephone, data, and burglar alarm systems are not covered. We do cover external lights attached to the house, but exclude garden lighting, pond/pool pumps or other wiring that is not part of your domestic installation.

Where we have provided this cover FREE under a promotional scheme, it will be valid only whilst your gas servicing cover is live.

Gutter clearances

This will be arranged at a convenient time with you, and is generally an appointed service only, with no emergency call out.

We offer this based on a clearance very 2nd year of your cover, up to 3 storeys, and with reasonable ground access provided for our equipment.

Should you not have taken out this cover - then one off clearances may be requested, for an agreed one off additional payment.

This service will be carried out by a partnered contractor acting on our behalf.

Plumbing services

We cover all your internal pipe work and storage tanks that make up your hot and cold water supply from your incoming stopcock inside your property, or if your stopcock is external, then only from point of entry to the inside of your property. We will attend and repair any leaks on these systems, including toilets and showers. We will also change ball valves or other valves that form part of the system.

This cover does not include for replacement of sanitaryware or taps, booster pumps, showers, or other mechanical items.

Drain Cleaning

We will attend, usually as an emergency, to clear through any blocked drains and waste pipes up to the point where it becomes a shared drain, or connects to the public sewer.

This service will be carried out by a partnered contractor acting on our behalf.

Should the blockage be in the main sewer, then we may request information from you to enable us to charge the sewer company as this would normally be their responsibility to clear.

In the event of a collapsed drain or the like, we will negotiate with your household insurers to undertake the works, and reimburse your policy excess. If your insurers require other contractors to undertake the works, then we will still reimburse your policy excess up to £100.

We may chose to terminate your cover with no refund if we repeatedly attend blockages that are caused by flushing unsuitable items into the drains.

We do not cover systems with inherent design faults that existed prior to our agreement.

Other works carried out

We can offer a wide range of services, and these can be separately quoted for larger works, or done on an hourly basis for small items of repair. Works will only be charged if not covered by the level of cover that you have subscribed to. Where works are done on an hourly basis, we will charge for the time spent on site investigating, to obtain materials, and then back on site to complete the repair. We state an hourly rate that applies to such works, and materials will be charged additionally to this.

For larger works, we will provide a quotation, and require your acceptance.

Appointments

For all programmed works, we would expect to make an am (8.00 - 13.00) or pm (12.00 - 17.00) appointment. We will make every effort to keep to this, and will endeavour to contact you should a problem arise and we may have to re-schedule. Likewise, please advise us if you are unable to keep an agreed appointment.

Repairs will be attended as "immediate" if there is a safety / health or water leakage problem and the system made safe. If we are unable to repair there and then, it will be left in a safe condition, and the repair booked in with you.

For general repairs, we will arrange a convenient time with you at the earliest available slot. We do insist that someone of the age of 18 years and over is present.

Please note our exclusions:

Anything that would normally be covered under a standard home insurance (regardless of whether or not you have such insurance in place).

We will not knowingly touch asbestos items. Removal/reinstatement of asbestos based materials is outside the scope of this agreement. Please make our engineers aware of any items that you suspect or know contain asbestos.

Consequential loss. We do not cover loss or damage to property due to an event, nor to any surface or decoration in order to rectify that defect - unless we have been negligent and damaged items not related to the repair. Such claims must be made within a reasonable time of being identified.

Cover is offered on items considered to be found in a standard domestic property. Should your property have specialist equipment, swimming pool, or other unusual items, then these related items would not be covered. Please ask if you are in any doubt.

Cancellation

Please note that you have a 7 calendar day cooling off period from the date that you sign up for this agreement should you wish not to proceed, cancellation within this period will not incur any charge, after which you may cancel the cover at any time without penalty after the 1st 12 months, otherwise our agreement is in place until either party cancels. In the event that we have attended a breakdown within the cooling off period, and you then cancel - you accept to make a payment at a fair value for the works undertaken for you.

We may choose to cancel the policy if the payments are not maintained, or if access to the property is continually denied. No refund will be offered.

We may chose to cancel the policy if we are unable to provide the service due to the nature of your installation. We will offer a refund in this instance, of the service chosen, up to 12 months payments.

Payments

We will advise you in advance of any change to your payments.

Payments by credit card may incur small additional processing charges to cover charges incurred by us. This is a discretionary charge, and in any event this will not exceed 2.5% of the value of the works.

Where you have opted for the lower monthly price, with a £50 excess payable for each repair, then this payment may be made by cheque, credit card, or by an enhanced direct debit payment in the month following the repair.

Change of address

You can take this cover with you to your new property. Please advise us of your new address, and providing it is still within our area of operation, then cover can continue under the same terms and conditions.

Landlord Services

Where this service is taken out for properties for rent, then it is the landlords duty to advise us of the latest date for inspection 6 weeks prior to the expiration of current certification, and to assist where necessary in gaining access to the property to undertake the works. In the event of gas systems not being serviced within a 12 month period, despite attempts of access by ourselves, and assisted by yourselves, then we will withdraw cover, and legal obligations to your tenant will be your responsibility only.

Booker & Best Building and Property Maintenance Services cover the areas of East Sussex including Hastings Bexhill, St Leonards, Rye, Battle, Eastbourne and Ashford (Kent).

Checkatrade information for Booker & Best Ltd
Electrical Contractors Association NICEIC - Approving excellence OFTEC - Promoting excellence in oil heating and cooking NHBC - The world's leading warranty and insurance provider for new homes FENSA Federation of Master Builders Constructionline - The commonsense solution for both sides of the tender The Contractors Health and Safety Assessment Scheme Gas Safe Register Viessmann Trained Installer

Booker & Best Windmill House Windmill Road St Leonards on Sea East Sussex TN38 9BY