Terms & Conditions
Clear, transparent terms for our care plans
Last updated: 20 November 2025
Key highlights
What you need to know at a glance
No exit fees
Cancel anytime with no penalties or hidden charges
4-week exclusion
Breakdown cover starts after 4 weeks to protect against pre-existing issues
12-month contract
Annual agreement that auto-renews unless you cancel
Boiler age limit
Care+ parts coverage for boilers up to 7 years old
What's covered
Comprehensive breakdown of each plan
| Coverage | ServiceFrom £9.99/mo | CareFrom £14.99/mo | Care+From £24.99/mo |
|---|---|---|---|
| Annual boiler service | |||
| Gas Safe certificate | |||
| Radiator bleed and check | |||
| Service reminders | |||
| Fully qualified engineers | |||
| Same/next day/48hr visits | |||
| Breakdown cover | |||
| Boiler repairs | |||
| Labour costs covered | |||
| Unlimited call-outs¹ | |||
| New boiler discount² | |||
| Parts & materials³ | |||
| Central heating repairs(Radiators, valves, pipework & controls) | |||
| 10% future discount⁴ | |||
Important notes:
¹Excess charge: You can choose to have an excess (£65 or £95 per breakdown callout) or no excess (£0). One fee per issue with unlimited visits for the same fault. No excess charges for pre-booked annual service appointments.
²New boiler discount: £200 (Care) or £300 (Care+) discount when replacing boiler (not applicable if beyond economical repair, over 12 years old, or parts unavailable).
³Parts coverage: Boiler parts covered for boilers ≤7 years old. Central heating parts (radiators, valves, pipework, controls) covered regardless of age. Customer pays for boiler parts if >7 years old.
⁴10% discount: Care+ customers receive 10% off future work (capped at £100, cannot be combined with new boiler discount).
⁵Service scheduling: We reserve the right to reschedule service appointments to earlier dates within your 12-month window, primarily to align with our quieter periods, ensuring timely maintenance without extending your service year.
⁶CP12 certificate: Only included with Landlord plans (not homeowner plans).
Common Exclusions
Quick overview of what's not covered
See full exclusions list in Section 19 below
Pre-existing faults
Issues known before joining or found during initial service
DIY or unauthorized work
Damage from self-repairs or non-Gas Safe engineers
Consequential losses
Secondary damage like carpet stains from leaks
Cosmetic issues
Scratches, dents, or discoloration that don't affect function
System upgrades
Enhancements beyond like-for-like replacement
Frozen pipes
Damage caused by freezing or lack of system protection
Full terms & conditions
Complete legal agreement for homeowner and landlord care plans
1. The Agreement
This Contract lasts for one calendar year from the Acceptance Date, contingent on completion of the application, agreement on payment and an engineer's inspection. Your contract will be automatically renewed for successive 12-month periods unless cancelled by either party.
4-Week Exclusion Period
Should a breakdown occur within the first 4 weeks of a new plan, we are not liable for any associated costs, except in renewals or where prior agreement has been made.
2. Definitions
Service Plan: The specific maintenance and care package you select for your boiler, heating, and plumbing systems.
Boiler: The gas-powered appliance in your home used for heating water and interior space.
Heating System: Complete setup including hot water cylinder, pipework, pump, valves, radiators, and controls.
Start Date: The commencement date of your service plan as specified in your contract.
We/Us/Our: Refers to FreeFlo, the service provider.
You/Your/Customer: The individual or household entering into this agreement.
3. Contract Renewal & Cancellation
Your FreeFlo agreement commences with a fixed term of 12 months, effective from your first payment date. Upon completion, the agreement will automatically renew annually.
Annual Service: You are entitled to one service within every 12-month cycle.
Within Initial 12 Months: If you cancel before completing the initial term, the balance for the remaining months up to 12 months will be due.
After 12 Months: Cancel anytime without a cancellation fee. No refunds for unused services within the current term.
4. Contract Invalidation Conditions
Your contract may become invalid if:
- • Providing incorrect or misleading information
- • Failure to make payment within 7 days
- • Discovery of pre-existing faults not disclosed
- • Non-compliance with permanent repair recommendations
- • Unauthorised work by non-FreeFlo engineers
- • Health and safety concerns at your property
- • Modifications by unauthorised parties
5. Acceptance & Liability Disclaimer
Enrolment in a FreeFlo service plan does not suggest that your boiler, heating system, or plumbing system complies with specific installation standards.
FreeFlo assumes no liability for issues stemming from the original design or installation of these systems. We do not provide any warranty regarding their suitability or fitness for a particular purpose.
6. Supply & Replacement of Parts
FreeFlo is not responsible for delays in obtaining parts from suppliers. If parts are not readily available, we reserve the right to install suitable replacement parts that are functional, even if not identical to the original.
Spare Parts: We will do all we reasonably can to find parts from our suppliers. We may use an approved alternative or parts reconditioned by the original manufacturer.
Obsolete Parts: When all three independent suppliers confirm parts are obsolete, we will accept this as fact.
7. Policy on New Parts Installation
FreeFlo will install new parts only when existing ones are deemed irreparable. The determination of a part's condition and the decision to replace it rest solely with us.
Damage to boiler heat exchangers caused by debris, sludge, or scale falls outside our coverage—we will not provide parts or labour for such issues.
8. Boiler Noise & Replacement Policy
Boiler Noise: It's not uncommon for boilers to become noisier as they age. Such noise, attributable to the natural aging process or water conditions, will not be considered a fault and thus will not be covered.
Boiler Replacement: In instances where a boiler is assessed as unrepairable or beyond economical repair, FreeFlo commits to replacing the unit with a like-for-like model at a discounted rate, conditional upon continuation or upgrade of your existing service plan.
9. Access for Repairs & Missed Appointments
Clear access to your heating and plumbing systems is necessary. FreeFlo will not be liable for repairs hindered by inaccessible areas. We may ask you to clear obstructions before proceeding.
If you're not present at a scheduled appointment, we will make one attempt to reschedule. Missing a second appointment will be considered as forfeited. To request another visit after a missed appointment, you will be charged the full current rate.
10. Annual Boiler Service & Landlord Certificate
Should your service plan include an annual boiler service or the provision of a landlord certificate (CP12), FreeFlo will endeavour to schedule an appointment for these services.
However, it is ultimately your responsibility to ensure that these services are completed within the timeframe of your contract.
11. System Flushing
If FreeFlo determines that your heating system requires flushing to remove debris, sludge, or scale buildup, we will issue a quotation for this service.
Power flushing / sludge damage: When a repair is needed due to sludge and we have not already told you that you need PowerFlush, we will attempt to carry out a repair at no extra cost. If the main heat exchanger has been damaged by sludge, we will try to clear blockages but not replace.
Magnetic filters: We will maintain and clean out magnetic filters as part of the Annual Service.
12. Landlords Cover
Our service for landlords caters to the appliances outlined in your Home Care plan, along with any additional gas appliances you've opted to include.
Following inspections, we'll issue a Gas Safety record (CP12) documenting the inspection, including any discovered faults. Repairs will be quoted separately, and upon your agreement to the cost, we will proceed.
13. Advice & Self-Help
Before reaching out for assistance, try these common solutions:
Combination Boilers: Ensure the system has sufficient water pressure (at least 1 Bar).
Control Settings: Verify all heating controls are correctly set and calling for heat.
Boiler Reset: Many boilers feature a reset button. Check your user manual.
Radiators: If cold at the top and warm at the bottom, they likely need bleeding.
Pilot Light: Check that the pilot light is lit.
Gas Supply: Confirm the main gas control valve is fully open.
14. Appointments
Access and Communication: Clear access to your property is crucial. If we can't access at the scheduled time, we will contact you to reschedule. Repeated access issues may lead to agreement cancellation.
Scheduling: We accommodate a broad range of schedules within standard appointment times of 8am to 5pm. Annual services are planned around the same time each year.
Emergencies: Gas leaks, significant water leaks, and total heating loss in winter receive priority.
During Busy Periods: In peak times, we focus on urgent issues first.
15. Period of Cover
Direct Debit Payments: Your agreement remains active until you decide to cancel or if we find it necessary to cancel (refer to Cancellation section).
Start Date: The agreement takes effect once your application is processed.
Initial Survey: Selecting our service plan triggers an initial survey/safety inspection by our engineer, who will document any pre-existing issues. We are not liable for pre-existing faults or issues previously undetectable with reasonable care.
Annual Inspection: We perform an annual safety check around the same time each year, scheduled for your convenience.
16. Cancellation Policy (Detailed)
Cancellation by Us: We may cancel for reasons such as false information, failed payments, inability to source parts, or other circumstances that render the contract untenable. A pro-rated refund will be issued for payments made within the current 12-month term, assuming no repairs were undertaken.
Cancellation by You: You may cancel at any time. A full refund is available within seven working days of agreement commencement, provided no work has been performed. Post-initial survey/safety inspection cancellations will incur a non-refundable charge of £120.00 for the service.
17. Boiler Parts & Labour Coverage
Parts Coverage: Plans that include coverage for parts: Boilers up to 7 years old. A boiler over its 7-year mark will no longer be eligible for parts coverage under the plan.
Labour Coverage: Regardless of the boiler's age, labour is covered for the lifetime of your policy, up until the point the boiler is deemed Beyond Economical Repair (BER).
18. Contact Information
FreeFlo Pro Ltd
91 Canterbury Rd
Margate
Kent, CT9 5AX
Tel: 01843 446616
WhatsApp: 01843 446616
Email: contact@freeflo.co.uk
Website: www.freeflo.co.uk
By signing up for a FreeFlo care plan, you confirm that you have read, understood, and agree to be bound by these terms and conditions.
19. What's Excluded
Our service plans do not include:
- ✘Services do not cover issues arising from pre-existing design flaws or faults present before the inception of your service plan.
- ✘Damages caused directly by the customer or an external party are not covered.
- ✘We are not responsible for any property damage resulting from system failures, such as leaks damaging ceilings.
- ✘Issues resulting from sludge, scale build-up, or blockages within your system are excluded.
- ✘Expenses related to the removal of sludge or scale and any resulting damage, including the addition of corrosion inhibitors, are not covered.
- ✘Boiler repair costs are capped at £250 during the initial three months of your service plan.
- ✘Damage due to weather conditions, including freezing, or the need to remove hazardous materials like asbestos, is not included.
- ✘Decorative components of your system, such as casing, paintwork, or batteries, fall outside the scope of coverage.
- ✘Flue parts concealed within the building's structure or those exceeding 3 meters in height are excluded.
- ✘The gas line from your meter to the boiler and other appliances is not covered.
- ✘Natural disasters such as fires, floods, and storms are beyond our coverage.
- ✘Adjustments to time controls are only included if performed during a scheduled visit.
- ✘Delays in parts acquisition that lead to losses are not covered under this plan.
- ✘If boiler parts become unavailable, the cost of a new boiler is not included within this agreement. At our discretion a discount towards a new installation will be included.
- ✘Exclusions extend to accidental, theft, or maliciously caused damages.
- ✘Routine maintenance tasks, including system startup, clearing of airlocks or blockages, and pressure adjustments, are your responsibility.
- ✘Losses or damages arising from inaccessible equipment, including pipework within the building's structure, are excluded.
- ✘Repairs exceeding £400 are not covered.
- ✘The replacement/repair of baths, shower units, basins, and toilets is excluded, though we may offer discounted rates for new installations dependent on your selected plan.
- ✘Our plan does not cover repairs to below-ground drainage, cast iron, or lead pipework, and specific pump systems.
- ✘Exclusions apply to mains supply pipe issues.
Unless prior agreed, plumbing systems are not covered including:
Warm air/underfloor heating pipes, taps, showers, baths, sinks, toilet pumps, macerators, waste disposals, guttering & rainwater pipes, above & below ground drains, drainage systems, regular drain cleaning or de-scaling, frozen pipes, hot and cold water pipes, mains water supply, overflow pipes, stopcocks, washing machine/dishwasher pipes, soil & vent pipes, grey & foul water waste pipes.
Unless prior agreed, certain brands and types are not covered including:
Ferroli, Heatline, Ariston, Remeha, Chaffoteaux & Maury, Biasi, ACV, Daikin, Atag, Firebird, Keston, Ravenheat, Intergas, Vokera, non-condensing boilers, floor standing boilers, log burners or fires, one pipe central heating systems, properties where there are 2 boilers installed or cylinders, underfloor heating systems and controls.
Questions about these terms?
Our team is here to help clarify anything you're unsure about