FlameCare Terms | FlameTec Boilers

1

Overview, eligibility & activation

FlameCare is designed for domestic boiler and heating systems within our active service area. The plan you buy is the plan shown at checkout, together with any specific notes or confirmation we send to you afterwards.

What forms part of the contract Your FlameCare contract is made up of the selected plan shown at checkout, these terms, the checkout summary, and any written confirmation or variation sent by FlameTec Boilers.

How cover starts Monthly billing is set up through secure Stripe checkout. We then review the submitted boiler/property details and confirm activation or any next step within 24 hours where reasonably possible. We will send written confirmation by email on a durable medium after signup.

If we cannot activate If the submitted system details show the plan cannot be activated as requested, we will contact you promptly and arrange the appropriate next step, which may include adjustment, cancellation, or refund of any initial payment as appropriate.

Priority response Priority support means FlameCare members are handled ahead of standard ad hoc requests. It does not guarantee same-day attendance in every case.

Service area Cover is only available where FlameTec Boilers reasonably provides service. If you move outside that area, we may be unable to continue the plan.

First visit and reasonable information We may ask you to book an initial service visit or provide photos, service history, or access details where needed to activate, continue, or validate cover fairly.

30-day claim waiting period Covered repair and callout claims do not start until 30 days after activation of the plan. Annual service onboarding or reasonable activation checks may still be arranged during that opening period.

2

What each plan includes, excludes & limits

The cover level depends on the plan chosen. FlameCare Basic is intentionally limited. FlameCare Plus and FlameCare Pro provide broader repair support, subject to the limits below. If something is not expressly described as included in your selected plan or written confirmation, it is not included.

FlameCare Basic includes One annual boiler service, service reminders, a digital service record, and member-priority booking support. It does not include repair labour, repair parts, or emergency callouts.

FlameCare Plus includes Annual service, system health check, free labour on covered repairs, internal heating components, internal plumbing fittings, and parts cover up to £250 per membership year on covered repairs.

FlameCare Pro includes Everything in FlameCare Plus, plus stronger response priority, system treatment, free labour on covered repairs, and parts cover up to £500 per membership year on covered repairs.

Included only where the selected plan says so Minor wear-and-tear parts, internal plumbing fittings, and higher-priority response are included only where the selected plan or written confirmation expressly says they are, and only within the stated annual cap.

Not included on any FlameCare plan Pre-existing faults, materially neglected systems, sludge damage, frozen or external pipework, blocked drains, external drainage, excavation work, and work outside the covered internal heating and plumbing system are excluded.

Fair usage and attendance conditions Unless we expressly agree otherwise, Plus and Pro are intended for up to 3 covered callouts per membership year. There is no excess on covered repairs unless that yearly callout limit is exceeded, in which case each additional covered callout we accept is charged at £50. Excessive, repeated, misuse-related, or unsafe requests may be declined, reviewed, or deferred.

Claim start date on repair-inclusive plans Where the selected plan includes covered repair or callout support, those claims can only be made once the first 30 days from activation have passed.

FlameCare Basic does not include repair labour, repair parts, or emergency callouts.
Covered repair and callout claims on plans that include them only begin after the first 30 days from activation.
Plus and Pro only cover internal heating and internal plumbing items within the selected plan’s annual parts cap and fair-usage position.
Plus and Pro do not carry an excess on covered repairs unless the yearly callout limit is exceeded, in which case each additional covered callout we accept is charged at £50.
If a component, fault type, or visit type is not clearly described as included for the selected plan, it should be treated as excluded unless we confirm otherwise in writing.
Manufacturer-warranty components may remain the responsibility of the boiler manufacturer while warranty is active.
We may require reasonable access, photos, previous service history, or system details before confirming or continuing cover.
Annual service and repair attendance remain subject to safe access, engineer availability, and any parts or third-party dependencies outside our reasonable control.

FlameTec Boilers may refuse or pause cover where the system is unsafe, materially misdescribed, repeatedly misused, or outside the agreed cover scope.

3

Monthly billing, renewals & payment failure

FlameCare is a monthly-paid service contract with a minimum 12-month term starting when the plan activates. After that minimum term, the plan continues on a rolling monthly basis unless cancelled by you or ended by us under these terms.

Minimum term By completing checkout, you agree to pay the monthly plan price for the minimum 12-month term, subject to your statutory rights and the cancellation wording below.

Recurring billing By completing checkout, you authorise recurring monthly charges for the selected FlameCare plan until the contract ends. After the minimum term, you can cancel for the end of the current paid period unless we agree otherwise in writing.

Direct Debit and notice If billing is collected by Direct Debit, changes to the amount, date, or frequency will be notified in advance, normally at least 10 working days before collection unless you agree otherwise.

Price changes and payment failure If we need to change future monthly pricing, we will give reasonable advance notice before the new price takes effect. If payment fails, cover may be paused, restricted, or cancelled until the account is brought back into good standing.

Direct Debit Guarantee and contract status You can cancel a Direct Debit through your bank at any time, and the Direct Debit Guarantee continues to apply. That bank instruction does not by itself cancel your FlameCare contract, so you should also notify FlameTec Boilers directly.

Billing management Customers can use the Stripe billing portal where available to update cards or submit cancellation requests, or can contact FlameTec Boilers directly.

4

Cancellation, cooling-off & refunds

If you buy FlameCare online or by phone, you usually have 14 days from the day after the contract is entered into to cancel without giving a reason. After that, you may still ask to cancel at any time, but different rules apply during the 12-month minimum term and after it ends.

Cooling-off If you bought the plan online or by phone, you usually have a 14-day cancellation right under consumer law. If you ask us to start work, attend, or provide services within that period, we may charge a proportionate amount for services supplied up to cancellation where the law allows.

How to cancel You can cancel by sending a clear statement by email, post, or another durable written method. You do not have to use a specific form, but include your name, address, membership reference, and the date if possible.

Refund timing Where a refund is due for a service contract cancellation, FlameTec Boilers will process it within 14 days of being informed of the cancellation, subject to any lawful deduction for services already supplied during the cooling-off period.

Minimum term and early cancellation If you ask to end the contract during the 12-month minimum term, FlameTec Boilers may charge a reasonable early termination amount reflecting our net loss after taking account of costs saved, mitigation, and any services not supplied. It will not exceed the unpaid amount for the unexpired minimum term and may be lower where the law requires.

By FlameTec We may cancel or refuse renewal where the system is unsafe, repeatedly outside fair usage, materially misdescribed, unpaid, outside our reasonable operating area, or where any customer, occupier, or visitor is abusive, threatening, discriminatory, or violent toward our staff, engineers, technicians, or contractors. Where FlameTec ends the plan for our own convenience or because activation is not possible, we will deal with any refund fairly and in line with law.

Missed appointments and access If access is not provided for arranged appointments, we may treat the visit as missed and charge or reschedule accordingly. Repeated missed access may affect cover or booking priority.

Model cancellation wording Example: “I hereby give notice that I cancel my FlameCare contract.” You may send this to info@flametecboilers.co.uk together with your name, address, and membership reference.

5

Support, landlord use, complaints & contact

Landlord or multi-property pricing may be handled on separate commercial terms. Where that happens, the agreed written proposal overrides any conflicting standard consumer plan wording.

Nothing in these terms affects your statutory rights, including your rights under the Consumer Rights Act 2015 for services to be carried out with reasonable care and skill.
We are not liable for delays caused by events outside our reasonable control, including severe weather, access restrictions, or supply disruption.
Nothing in these terms limits liability where it would be unlawful to do so.
FlameTec Boilers has zero tolerance for abusive, threatening, discriminatory, or violent behaviour toward any member of our staff, engineers, technicians, or contractors. If this happens, we may withdraw from the property, stop work, suspend support, cancel appointments, or end the plan where appropriate.
If you are unhappy with any part of the service, contact us and we will try to resolve it quickly and fairly.

Email info@flametecboilers.co.uk

Phone 0141 255 1253

Post FlameTec Boilers, Clyde Offices, 2nd Floor, 48 West George Street, Glasgow, G2 1BP

Complaints If a complaint is not resolved in the normal support flow, mark it clearly as a complaint by email or post and we will investigate it through our complaints procedure.

The latest version of these FlameCare terms will always be available on this page. General site terms continue to apply where they do not conflict with these FlameCare-specific terms.