Heat Pump & Cylinder Servicing Plan

Service Plan Terms & Conditions

AT Engineering Services Limited – Service Plan Agreement
Trading Brands: AT Engineering Services Ltd | heatpump.engineer
Coverage Area: North East of England and North Yorkshire
Document Version: July 2026

Welcome to AT Engineering Services Limited. We are delighted to look after your home heating and keep your system running safely, smoothly, and efficiently.

This agreement sets out the simple rules of our subscription service plans. We have written these terms to be completely clear, fair, and easy to understand for everyone. This agreement is governed strictly by the laws of England and Wales.

1. Starting Your Plan & How Payments Work

• 1.1 Our Service Plan Tiers: When you sign up on our website at ateservices.co.uk/plans and tick the acceptance box, you can choose from three clear plan tiers. These are managed automatically and securely through GoCardless Direct Debit:
• Plan 1 - Heat Pump & Cylinder Plan: £19.00 per month.
• Plan 2 - Hybrid System Plan: £25.00 per month.
• Plan 3 - Premium Protect Plan: £49.00 per month.
• 1.2 Ongoing Monthly Support: If you choose a monthly plan, your care runs on a continuous rolling monthly basis. Your regular monthly fee collects automatically from your bank via GoCardless every month. This ensures your system stays looked after and gives you priority booking if something goes wrong.
• 1.3 Paying Yearly: If you prefer to pay for the whole year upfront, the full 12-month payment block is collected at checkout. To make sure your coverage never lapses, your subscription will automatically renew on your anniversary date each year unless you let us know in writing under Clause 7.2 that you wish to cancel.
• 1.4 How the Smart Checkout Calculator Works: If you join a monthly rolling plan, but your system's annual maintenance service is due before you have made twelve (12) consecutive monthly payments, our online checkout will automatically calculate a non-refundable Initial Service Payment to be paid on the spot via GoCardless.
• 1.5 Service Funding Integrity & Direct Debit Alignment: This Initial Service Payment automatically bridges the financial gap. It calculates exactly how many months are outstanding to complete a full 12-month funding cycle prior to your chosen service month. By collecting these remaining months upfront at checkout alongside your first monthly payment, we ensure your year's plan value—calculated dynamically based on your chosen tier (£19.00, £25.00, or £49.00 per month)—is fully funded and paid in full before we attend. Your regular rolling monthly Direct Debit will then resume automatically on your chosen service month, securely building up your fund in advance for the following year's protection.

• 1.6 Our Right to Cancel & Fair Refunds: AT Engineering Services Limited retains the absolute unilateral right to cancel any plan immediately if a system does not meet our basic vetting thresholds, if billing instructions are altered without notice, or if engineering environments are deemed unsafe. Any payments taken towards what would have been the next service date will be fully refunded.
• 1.7 Fixed Price Promise: The monthly rate you select is contractually locked and guaranteed not to rise for your initial twelve (12) month period. Following Month 12, we reserve the right to review and adjust your plan pricing annually to reflect operational costs. We will always provide you with clear written notice of any pricing changes at least thirty (30) days prior to your annual anniversary date.
• 1.8 Automatic Payment & Care Adjustments: By entering this agreement, you authorise AT Engineering Services Limited to automatically manage your ongoing Direct Debit collection amounts and plan cover via GoCardless. This ensures your subscription accurately reflects your chosen plan tier, automatic annual recurring renewals, inflationary cost adjustments, or automatic changes to your plan benefits as your heating system gets older (as set out in Clause 3).
• 1.9 Your Responsibility to Read This: This agreement is completed entirely via a digital click-to-accept protocol at checkout. By ticking the acceptance box and submitting your details, you explicitly certify that you have read, understood, and accepted these Terms and Conditions in full. It is your sole responsibility to review these terms prior to purchase. AT Engineering Services Limited, including our office staff and service engineers, are under no legal obligation to verbally explain, read out, or highlight individual clauses.

• 2. Scope of Coverage: What Is Included & Excluded

• 2.1 What Each Plan Covers:
• Plans 1 and 2 Tiers: Entitle the customer strictly to scheduled preventative maintenance services (which explicitly include hybrid boiler and cylinder safety checks where applicable under your specific plan tier) to validate manufacturer warranties. These tiers explicitly exclude breakdown repair costs, replacement parts, or emergency engineering labour.
• Plan 3 Premium Protect Tier: This premium tier includes your annual preventative maintenance service alongside emergency diagnostics covered engineering labour, and qualifying replacement parts, subject strictly to the technical safety checks, visit limits, age tiers, and property rules defined in Clauses 3 and 4. 
• 2.2 Primary System Limits & Unvented Cylinder Rules: All plans are focused strictly on the main heating unit casing. For standard plans, this means the primary external heat pump unit assembly, its manufacturer control panel, and primary internal electronic controls. For hybrid plans, this extends to include your backup boiler unit components. Where your plan explicitly includes unvented domestic hot water cylinder care, coverage is strictly limited to routine safety checks, manufacturer-supplied components, original pressure relief valves (PRVs), and expansion vessels. Full tank replacements, major structural cylinder failures, and all third-party branded or unapproved tanks are completely excluded from all plan parameters. Replacement of separate auxiliary heating components (such as underfloor heating manifolds, buffer tanks, volumizes, external zone valves, or separate third-party controls) are also excluded.
• 2.3 Absolute Pipework, Radiator & Water Quality Exclusion: Plan coverage does not extend past the physical metal casing of the heat pump unit and cylinder. Water leaks, blockages, or defects on external or internal property pipework, radiators, underfloor heating loops, external distribution manifolds, or general household hot/cold plumbing networks are strictly excluded from all plan tiers (unless explicitly listed as a routine inspection item under the maintenance parameters of Plans 1 & 2). Furthermore, if any damage to system components or cylinders is caused directly by hard water, severe lime-scale mineral deposits, or galvanic corrosion—for example, blocked heat exchangers or internal metal degradation—this is strictly excluded from all plan parameters. Any engineering repairs required on auxiliary household distribution pipework, out-of-scope cylinders, or water-quality failures will be treated as non-contract works chargeable under Clause 5.2.
• 2.4 Member Benefits & Priority Discount: As an active service plan subscriber on Tiers 1 or 2, you are entitled to a guaranteed 10% discount on all parts and our standard company labour and diagnostic rates for any extra, non-warranty breakdown repairs or call-outs required during your contract term. We prioritise our members and guarantee attendance within 48 hours of a reported system failure.

3. Extra Safety Rules & System Age Limits (Applies to Premium Protect Plan Only)

• 3.1 System Age Verification (Less than 10 Years Old): Heat pump systems are only eligible for full parts and labour protection under the standard £49.00 per month Premium Protect Plan rate if the system's operational age is less than ten (10) years old. The precise age of your heating system will be determined solely by the formal production date badge stamped on the manufacturer's serial plate casing.
• 3.2 Real-Time Transition to Labour-Only Cover: When a heat pump reaches ten (10) years of age, matching replacement components become obsolete or incredibly difficult to source through standard UK manufacturer distribution chains. For systems 10 years old and over, the plan benefits automatically transition down to Premium Protect Labour and Diagnostics only, with all replacement parts costs entirely excluded. The monthly fee remains locked at the standard premium plan rate.

• 3.3 Continuous Rolling Age Boundaries: System age tracks continuously on a rolling real-time basis, not just at registration. Even if your heating system was less than 10 years old when you originally signed this agreement (for example, if the system was 9 years and 3 months old at checkout), parts coverage will cease automatically the exact day the system's data badge crosses into its tenth (10th) year. An automated system email notification will be sent to the customer as they approach this transition milestone to keep them fully informed. 

• 3.4 The 30-Day Protection Waiting Period: To keep things fair for everyone and prevent our care plans from being misused, your All-Inclusive parts and breakdown cover does not activate the moment you sign up. Instead, your thirty (30) day parts protection clock starts ticking from the day our service engineer successfully carries out your very first service visit, provided absolutely no faults are found. If your heating system is signed off as healthy, full protection activates exactly 30 days later. During this initial setup window, only baseline technical diagnostic advice is available. 

• 3.5 The First Service Visit Checklist: During our very first service visit to your home, an AT Engineering Services Limited technician will complete a mandatory health assessment, To remain eligible for active status on our Premium Protect Plan, your heat pump system must be determined by our service engineer to be in 100% full working order, with absolutely no pre-existing faults, mechanical defects, or outstanding technical recommendations. 

• 3.6 Handling Pre-Existing Faults & Plan Adjustments: If your heat pump system fails this initial checklist review due to pre-existing faults or critical safety defects caused by poor historical third-party installations, we will not cover those specific broken parts. In this scenario, if a customer is on our Premium Protect All-Inclusive Plan, we will safely transition your account to our standard Service ' Heat Pump & Cylinder Plan ' so your annual maintenance remains looked after. An official engineer's report and clear written confirmation detailing the exact faults will be sent straight to your inbox in this situation. If you prefer not to transition to a Service Only plan, AT Engineering Services Limited retains the right to cancel the agreement and issue a full, polite refund of any subscription fees paid up to that date. 

• 3.7 Third-Party Tampering: If any unauthorised third party, or the homeowner, tampers with, modifies, or attempts a repair on the heat pump system without the prior written consent of AT Engineering Services Limited, this agreement and all plan benefits will be terminated immediately with no refund.

4. Yearly Allowances & Exclusions (Applies to Plan 3 Only)

• 4.1 Maximum Yearly Repair Limit: To maintain our regional engineering capacity and protect our commercial network, the most we will pay out for your replacement parts, repair materials, and emergency engineering labour is strictly limited to a total of £1,800.00 each contract year. Once the total trade cost of the repairs we have carried out for you reaches this £1,800.00 limit within a single 12-month block, your all-inclusive allowance is used up for that year. Any further breakdown repairs you need before your plan renews will be quoted to you fairly at our standard company retail rates. 

• 4.2 Maximum Annual Visit Allocation (The 4-Visit Limit): To preserve regional engineering capacity and ensure all members are treated fairly, the Premium Protect Plan permits a maximum aggregate allocation of four (4) on-site engineering visits per contract year.

• 4.3 Inclusion of the Annual Maintenance Visit: Your mandatory annual preventative maintenance service counts as one (1) of these four (4) permitted visits. Therefore, each contract year includes one (1) scheduled maintenance visit and a maximum allowance of up to three (3) separate emergency breakdown or repair visits.

• 4.4 Triggering of Non-Contract Rates: If your system requires a fifth (5th) on-site engineering attendance within the same 12-month cycle, that visit and all subsequent breakdown requests inside that contract year will fall entirely outside this agreement. Engineering attendance will only be booked and dispatched upon your agreement to pay our standard non-contract commercial rates under Clause 5.2.

• 4.5 Component Exclusions: Any part, sensor, or structural component that has failed due to ordinary long-term component wear-and-tear, customer neglect, or environmental weathering damage (including but not limited to severe frost, external atmospheric corrosion, or storm damage) is strictly excluded from all-inclusive replacement coverage. 

• 4.6 The Continuous Care Standard: As a Premium Protect member, it is expected that our service engineers leave your unit in proven, recorded good working order at the completion of your service. If on a subsequent visit your system shows clear evidence of structural abuse, lack of basic homeowner care, standard mechanical degradation, atmospheric rotting, or customer neglect, all parts cover for that issue is instantly voided and works will be treated as non-contract.

• 4.7 Simple Fixes & Fuse Boards: If a service engineer attends a breakdown call-out under the Premium Protect Plan and determines that the system failure is a direct result of user-error, accidental damage, customer settings manipulation, failure to turn on external isolator switches, or tripped household fuse boards, the visit will be deemed completely non-contractual. The visit will not count towards your 4-visit annual contract allowance and is immediately billable under Clause 5.2.

• 4.8 Obsolete Parts and Unsupported Systems: We are not responsible or legally liable for providing replacement components or executing repairs if your heat pump system requires parts that are deemed obsolete, discontinued, or completely inaccessible via standard UK manufacturer distribution channels If your heat pump system becomes unrepairable due to parts being obsolete, discontinued, or entirely unavailable through standard UK manufacturer supply chains, we reserve the right to cancel this agreement immediately 

• 4.9 Property Consequential Damage Safeguard: If a part fails within your system, the replacement of that individual qualifying part will be fully covered if it falls within your plan's scope. However, AT Engineering Services Limited holds absolutely no liability for consequential property damage. Any claims to repair or replace carpets, ceilings, furniture, plasterwork, or home decor damaged by leaking pipework, fittings, or system failures fall completely outside this agreement and are not covered. Furthermore, if a major system component experiences catastrophic or chronic re-occurring failures, we retain the right to terminate the contract, issue a pro-rata refund of payments made for that specific billing block, dissolve the agreement, and transition the client to a standard pay-on-use call-out structure.

5. Out-of-Scope and Non-Contract Charges

• 5.1 Non-Contract Bookings: For any engineering work requested that falls outside your selected plan's scope, or when caps and safety limits under Clause 4 are triggered, standard non-contract commercial rates apply.
• 5.2 Standard Non-Contract Rates:
• Fixed Call-Out & Diagnostic Rate: A mandatory diagnostic charge of £320.00 per booking to trace a fault.
• Hourly Labour Rate: £65.00 per hour for all on-site engineering time, tracked carefully via digital job sheets. You explicitly agree that this hourly rate is subject to future inflationary adjustments.

• 5.3 Exclusion of Consequential Loss: Our maximum financial liability under this agreement is strictly limited to the total value of the service plan fees paid by you in the preceding twelve (12) months. We are not liable for any indirect or consequential losses, including but not limited to loss of use, alternative accommodation costs, or damage to property fixtures arising from system failures.
• 5.4 Force Majeure: AT Engineering Services Limited will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under this agreement that is caused by an Event Outside Our Control (including extreme weather blizzards, fuel shortages, national grid power failures, or industrial action).

6. Operations, Engineering Schedules, and Site Safety

• 6.1 Geographic Boundaries: Our service network spans a widespread regional footprint. These plans are strictly limited to properties located within our active coverage postcodes across the North East and North Yorkshire (including but not limited to County Durham, East Yorkshire, North Yorkshire, Northumberland, and Tyne and Wear). Checkouts attempted outside our operational area will be flagged and cancelled.
• 6.2 Standard Operating Hours: All contract call-out, preventative maintenance visits, and emergency repairs covered under the Premium Protect subscription must be scheduled and performed during our normal working hours, which are defined strictly as 8:00 am to 5:00 pm, Monday to Friday (excluding official UK Public Holidays).
• 6.3 Standard AM/PM Allocation Windows: To manage regional travel and emergency response efficiently, engineering bookings are allocated strictly as standard daily arrival windows: Morning (AM: 9:00 am to 1:00 pm) or Afternoon (PM: 1:00 pm to 5:00 pm).
• 6.4 Arrival Window Flexibility: AM/PM blocks represent estimated arrival windows, not fixed or specific arrival times. While our administration desk will endeavour to accommodate specific customer hour requests where operational capacity allows, the company is under no contractual obligation to arrive at a definitive specific hour.
• 6.5 Unexpected Company Rescheduling Rights: While we always endeavour to arrive within your allocated AM/PM window, AT Engineering Services Limited reserves the absolute right to cancel, delay, or reschedule any appointment due to unprecedented or unforeseen operational circumstances. This includes engineering transit delays, vehicular breakdowns, severe traffic gridlock, sudden staff illness, or prolonged overruns on previous complex emergency breakdown jobs.
• 6.6 Operational Indemnity: If we must reschedule a visit under Clause 6.5, our administrative office will contact you as early as practically possible to arrange an alternative mutually agreeable slot. You explicitly agree that a company forced rescheduling event does not constitute a failure of service, a breach of contract, or an entitlement to plan discounts, monthly refunds, compensation for time off work, or alternative contractor cost clawbacks.

• 6.7 Rescheduling and Appointment Confirmation Edits: If you need to edit, alter, or reschedule your confirmed appointment time, you must notify our office at least forty-eight (48) business hours prior to the scheduled window. Failure to do so, or failing to provide access when our engineer arrives, will result in a missed-appointment administrative charge.

7. Statutory Cooling-Off, Cancellations, and Service Debt Recovery

• 7.1 14-Day Statutory Cooling-Off Period: You have a statutory right to cancel this plan within 14 days of your initial website registration, provided no engineer visit has been scheduled or carried out. A full refund will be processed promptly for both monthly and yearly subscriptions.
• 7.2 Rolling Cancellation Notice & Service Recovery Balance: Monthly subscribers may request to cancel their rolling plan at any time by providing thirty (30) days' written notice. However, because our monthly fee spreads the cost of your premium annual care across manageable chunks, if an annual maintenance service or any covered repair visit has already been carried out during your current 12-month contract year, you will become immediately liable for a Service Recovery Charge calculated on a pro-rata remaining balance basis. This charge is a single lump-sum debt equal to the total remaining monthly instalments required to complete that specific 12-month cycle and must be paid in full within seven (7) business days before your cancellation is finalised.

• 7.3 Yearly Subscription Cancellations (Customer Request): Yearly subscribers who pay upfront can cancel their subscription at any time. However, because our engineering capacity and annual services are pre-allocated for a full 12-month block, no refunds or pro-rata clawbacks will be issued for the remaining months of your prepaid year if you choose to terminate early.
• 7.4 Company Cancellation via Technical Gate (Pro-Rata Yearly Refund): If AT Engineering Services Limited exercises its unilateral right to cancel a plan under Clause 4.9 (Systemic Failures) or Clause 3.6 (Failed Initial Checklist Gate), a fair pro-rata refund of the remaining unused months will be calculated and returned to Yearly subscribers within seven (7) business days.
• 7.5 Moving House: If you sell or move out of the property, you can transfer the remaining balance of your maintenance plan to the new homeowner completely free of charge, subject to our office being notified to update the customer account profile

8. Secure Direct Debit Billings & Disputes

• 8.1 GoCardless Compliance: Direct Debit collections align fully with the UK Direct Debit Guarantee, requiring a 3-day automated advance notice statement before your very first monthly or annual recurring payment is collected.

• 8.2 Direct Debit Cancellation Restrictions: Cancelling your Direct Debit instruction directly with your banking institution does not constitute a legal cancellation of this contract. Cutting off the billing channel without formal notice will be treated as an immediate material breach of agreement, forcing the system to generate a single, legally binding lump-sum recovery invoice via QuickBooks under Clause 7.2.

• 8.3 Payment Disputes, Chargebacks, and Definitive Evidence: Your subscription fee pays for ongoing continuous system coverage, priority queue placement, and standby engineering availability starting immediately upon checkout. If you initiate a Direct Debit indemnity claim or payment dispute with your financial institution claiming non-delivery, you agree that our system dashboard timestamp logs, automated scheduling notifications, and digital engineer job sheets constitute definitive, absolute legal proof of service delivery. Any bad-faith or fraudulent payment reversal will be treated as an immediate breach of contract, and your account may be passed to a third-party debt collection agency or the Small Claims Court to recover the full remaining balance of the contract year, plus all recovery fees.

• 8.4 Service Quality Disputes: If you believe a service or repair was not performed to an acceptable industry standard, you must notify our office in writing within seven (7) business days of the engineer's visit, explicitly detailing the technical fault. You must allow our senior engineering team a mandatory period of fourteen (14) business days to inspect the system and rectify any legitimate issues. Withholding payments or filing bank disputes prior to completing this formal internal process is strictly prohibited.

9. Company Details and Legal Standings

• 9.1 Legal Entity: AT Engineering Services Limited is a registered company in England and Wales (Company No. 08024104). Our registered VAT number is 132 6727 20.

• 9.2 Registered Trading Address: Our head office is situated at ATE House, Brotton Road, Carlin How, Saltburn-By-The-Sea, TS13 4DY.

• 9.3 Contact Channels: For any administrative queries, billing updates, or cancellation notices, contact our service desk via email at info@ateservices.co.uk or by calling 01287 281014.

• 9.4 Entire Written Agreement and Verbal Variations: These written Terms and Conditions, alongside our website Privacy Policy, constitute the entire legal agreement between you and AT Engineering Services Limited. No verbal promises explanations, guarantees, or statements made by our customer service team, service engineers, or third parties have any legal standing or power to alter, waive, or override these terms. Any modification to this agreement must be issued by our head office explicitly in writing to be legally valid.