Terms of Service

These terms are the agreement between HeatSure UK Ltd (registered in England & Wales) and you — the person or business that signs up for a HeatSure membership. By creating an account you confirm you're at least 18, legally able to enter a contract, and (for landlord accounts) the lawful owner or authorised agent of the properties you register.

• The membership fee is £15 per calendar month, per tenant or per covered property (landlords).
• Payments are taken by Stripe. Your billing date is the day you first pay; renewals recur every 30 days.
• You can cancel any time from your Membership Care tab. Your cover runs to the end of the current paid period.
• After a paidUntil date passes we run a 5-day inactive window (cover still live), then a 15-day cooldown if the account expires without renewal.
• All prices exclude VAT unless stated otherwise. VAT is added at checkout at the current UK rate.

Your membership covers routine boiler maintenance, breakdown callouts, up to one hour of engineer labour per visit, the annual boiler service, and issuance of a Gas Safety Certificate (CP12) each year. Parts and additional labour beyond the covered hour are quoted separately by the assigned engineer and only charged after you approve the quote in-app.

• Boilers older than 15 years or those already in a persistent fault state at sign-up (case-by-case).
• Cosmetic damage, DIY installations, or damage caused by tenant / occupier misuse.
• Full boiler replacements — we'll quote for these separately at the time of failure.
• Non-domestic properties without prior written agreement from HeatSure.

Members get 24/7 access to the emergency dispatch line. We aim to have an engineer on-site within 4 hours for gas leaks, no heating in winter and flooding, but this is an aim not a guarantee — if lives are at risk call 999 first.

All HeatSure engineers are Gas Safe-registered, hold public liability insurance, and are vetted by our admin team before they take a single job. If an engineer damages your property or behaves inappropriately, contact us within 14 days and we'll handle both the compensation and the engineer's status.

See our Complaints procedure for the escalation route. In short: reply to any engineer or ticket email, or write to helpme@heat-sure.com and we'll acknowledge within one working day and resolve within ten.

Nothing in these terms limits our liability for death, personal injury caused by negligence, or fraud. Otherwise our total liability to you for any claim in any 12-month period is capped at £5,000 or twelve times your monthly membership fee, whichever is higher.

Material changes to price, billing cadence or scope of cover are notified at least 30 days in advance by email and in-app banner. Continued use of HeatSure after the notice period counts as acceptance.

These terms are governed by the laws of England & Wales and disputes are subject to the exclusive jurisdiction of the English courts.