AT Engineering Services Limited – Service Plan Agreement
Welcome to AT Engineering Services Limited. We are delighted to partner with you to keep your property warm, energy-efficient, and fully protected. This agreement outlines how our plans work to ensure total clarity, absolute safety, and complete fairness for both sides.
1. Your Rolling Plan Commitment and Inflation-Proof Pricing
- 1.1 Continuous Rolling Term: By activating an AT Engineering Services Limited Service Plan via our website checkout, you enter into a continuous monthly or yearly rolling agreement. This plan will automatically renew on an ongoing monthly or yearly basis until explicitly cancelled by either party in strict accordance with Clause 7.2.
- 1.2 Fixed Price Guarantee: To reward your loyalty, your monthly payment amount is legally locked and completely immune to price inflation 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 written notice of any pricing changes at least thirty (30) days prior to your annual anniversary date.
- 1.3 Obvious Pricing Errors: While we endeavour to ensure all website details are accurate, we are not bound by obvious typographical errors or technical glitches relating to pricing on our checkout system. In the rare event of a clear pricing error, we reserve the right to cancel the subscription immediately and issue a full refund.
- 1.4 Customer Acknowledgement and Responsibility to Read: This agreement is completed entirely via a digital click-to-accept protocol at checkout. By ticking the acceptance box and submitting your payment 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 administrative office staff and field engineers, are under no legal obligation to verbally explain, read out, or highlight individual clauses over the phone or in person. Your digital confirmation constitutes an absolute signature and binding acceptance, and a claim of ignorance regarding any part of these terms will be legally invalid.
-
2. Scope of Coverage: What Is Included
- 2.1 Annual Preventative Service: We will carry out one (1) comprehensive preventative maintenance and safety service on your heat pump system every 12 months. This keeps your system running at maximum efficiency and ensures your manufacturer parts warranty remains active and fully valid.
- 2.2 Core System Limit: Online plans cover the servicing of the system detailed in each plan. For example 'Heat Pump & Cylinder'. Replacement of auxiliary heating components (such as underfloor heating manifolds, buffer tanks, volumisers, valves, expansion vessels and all third party components are excluded from the plan.
- 2.3 Exclusive Member Benefits & Discount: As an active service plan subscriber, you are entitled to a guaranteed 10% discount on parts and our standard company labour and diagnostic rates for any additional, non-warranty breakdown repairs or call-outs required during your contract term (Service Pl... p. 1). We prioritise members and guarantee attendance within 48 hours of a system failure.
3. Equipment Age, History, and Technical Safety Gates
- 3.1 Pre-Existing Issues & Installation Quality: This plan is strictly for preventative maintenance. It does not cover the rectification of faults that existed before you joined the plan, or issues caused by sub-standard installation work carried out by historical third-party contractors.
- 3.2 Initial 90-Day Inspection Gate: We reserve the right to perform a full system health check during our first scheduled visit within the initial ninety (90) days of your plan. If our engineer identifies severe pre-existing faults or critical safety installation defects, we reserve the right to cancel your plan immediately and issue a full refund of any fees paid.
- 3.3 Third-Party Tampering: If any unauthorized 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. Operations, Engineering Schedules, and Site Safety
- 4.1 Geographic Boundaries: Our operations are proudly local. These plans are strictly limited to properties located within our active coverage boundaries across the North East and North Yorkshire. Checkouts attempted outside our operational area will be flagged and cancelled.
- 4.2 Appointment Windows: To allow our engineering teams to manage regional travel efficiently, we provide standard arrival windows: Morning (9:00 am to 1:00 pm) or Afternoon (1:00 pm to 5:00 pm). We will contact you ahead of your anniversary month to schedule an agreeable date.
- 4.3 Safe Access, Site Hazards, and Failure to Provide Access: You must provide our engineers with safe, unobstructed access to both the internal and external components of your heat pump system at the scheduled time. In line with industry safety standards, the location must be completely free from hidden structural impediments or dangerous hazards. Our engineering schedule runs throughout the 12-month cycle. We will make up to three (3) automated attempts via email, SMS, or dashboard notification to schedule your annual service. If you fail to respond, refuse to provide a mutually agreeable slot, or fail to provide safe access within your contract year, the obligation to perform the physical service shifts entirely to the next contract year. You explicitly agree that your failure to provide access does not constitute a failure of service by AT Engineering Services Limited, and absolutely no refunds, fee reductions, or payment clawbacks will be permitted under these circumstances.
5. Limitations of Liability & Events Beyond Our Control
- 5.1 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).
- 5.2 Exclusion of Consequential Loss: Our maximum liability under this agreement is strictly limited to the total value of the service plan fees paid by you in the preceding 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.
6. Secure Direct Debit Billings (via GoCardless)
- 6.1 GoCardless Collections: Payments are handled securely and automatically via monthly Direct Debit, managed entirely by our verified partner, GoCardless.
- 6.2 Advance Notification: In full alignment with the UK Direct Debit Guarantee, GoCardless will email you an automated advance notice statement three (3) working days before your very first monthly payment is collected.
- 6.3 Failed Payments & Automated Breach Enforcement: If a payment fails due to insufficient funds, our system will notify you immediately. If an outstanding balance is not brought up to date within fourteen (14) days, your plan benefits and priority engineering queues will be temporarily paused until the balance is cleared. Ticking this agreement confirms your understanding that cancelling your Direct Debit instruction directly with your banking institution does not constitute a legal cancellation of this contract. Instead, cutting off the billing channel will be treated as an immediate material breach of agreement. If a Direct Debit is cancelled at the bank after an annual preventative maintenance service has already been delivered during your current 12-month cycle, our system will automatically flag the account as a default breach, calculate the remaining instalments for that 12-month block, and instantly issue a single, legally binding lump-sum recovery invoice via QuickBooks under Clause 7.2.
- 6.4 Payment Disputes, Chargebacks, and Definitive Evidence: Your monthly subscription fee pays for continuous, 365-day standby engineering availability, priority queue placement, and ongoing system coverage, which begins immediately upon checkout. It is not an installment plan solely for a physical engineer visit. If you initiate a credit card chargeback, Direct Debit indemnity claim, or payment dispute with your financial institution claiming non-delivery or substandard service, 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 we reserve the technical and legal right to pass your account to a third-party debt collection agency or the Small Claims Court to recover the full remaining balance of the contract year, plus all associated administrative, legal, and recovery fees.
- 6.5 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 monthly payments, cancelling billing instructions, or filing bank disputes prior to completing this formal internal rectification process is strictly prohibited and constitutes a material breach of this agreement.
7. Statutory Cooling-Off, Cancellations, and Service Debt Recovery
- 7.1 14-Day 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.
- 7.2 Rolling Cancellation Notice & Mandatory Service Recovery Charge: You may request to cancel your rolling plan at any time by providing thirty (30) days' written notice to our service desk. However, because our annual preventative maintenance service is front-loaded and delivered on the assumption of a full twelve (12) month billing commitment block, an early termination settlement will apply if an annual service has already been carried out during your current 12-month contract year. If you cancel your plan, terminate your Direct Debit instruction, or default on payments after an annual service has been delivered but before completing all twelve (12) consecutive monthly payments for that current service year, you will become immediately liable for a Service Recovery Charge. This charge is a single lump-sum debt equal to the total remaining monthly instalments required to complete that specific 12-month cycle. This outstanding balance represents a genuine pre-estimate of our administrative costs and pre-allocated engineering resources, and must be paid in full within seven (7) business days before your cancellation is legally processed and finalised.
- 7.3 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. Data Protection and Scheme Registrations
- 8.1 GDPR Compliance: We take your privacy seriously. We securely process your personal information strictly to manage your account, track system histories, and process payments via GoCardless in full alignment with our published website Privacy Policy.
- 8.2 Third-Party Data Processing: As required by law and industry guidelines, we may securely share relevant system data with product manufacturers for warranty registrations, or with official industry bodies such as the Microgeneration Certification Scheme (MCS) database.
9. Company Details, Contact, and Governing Law
- 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, you can contact our service desk via email at info@ateservices.co.uk or by calling 01287 281014.
- 9.4 Jurisdiction: This agreement is governed by the laws of England and Wales, and both parties agree to the exclusive jurisdiction of the English courts.
- 9.5 Entire 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, field 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.
