Servicing & Maintenance
Terms & Conditions
Here you'll find what is included in Installio’s heat pump servicing and maintenance plans, how each plan works, and what is and isn’t covered so you can choose the level of cover that’s right for your home.
Our servicing and maintenance plans are designed to keep your heat pump system running safely, efficiently and reliably year after year. Regular servicing helps extend the life of your system, maintains performance, and reduce the risk of unexpected breakdowns. For newer Heat Pumps, an annual service is needed for your heat pump warranty.
Please note: Installio service plans are an ongoing service agreement, not an insurance policy. They are not underwritten by an insurer and are not regulated by the Financial Conduct Authority.
Our plans:
1. Heat pump only - £15 pm
Best for customers who want to spread out the cost for their annual heat pump service for their heat pump only.
What’s included:
- Annual heat pump service and reminder for when its due
- Phone-based technical support, Monday to Friday 9 am - 5 pm
- Safety, efficiency and system performance checks
2. Heat Pump + cylinder -£18 per month
Best for customers who want to spread out the cost for their annual heat pump service for their heat pump and cylinder.
What’s included:
- Everything in Heat Pump only plan
- Annual service of the hot water cylinder
- 10% discount on labour, call-outs, and parts
Upfront one‑off service
For customers who would prefer to pay upfront for the service rather than spreading out the cost. Our one-off servicing is available at the following rates:
- Heat pump only service: £180 (inclusive of VAT)
- Heat pump + cylinder service: £216 (inclusive of VAT)
This price covers the cost of the service only. Any faults identified that require additional repairs, replacement parts, or labour are not included and will be quoted separately. No additional work will be carried out without your prior approval.
What’s included in an annual service
Your annual service is designed to make sure your system is working safely and as efficiently as possible.
During a heat pump service, our engineer will typically:
- Inspect key heat pump components
- Check safety and system performance
- Test controls and sensors
- Review system operation and efficiency
- Identify any visible issues or maintenance recommendations
If we identify any work that isn’t included in your plan, we’ll explain this clearly before carrying out any chargeable repairs.
As part of the Installio service, we can assure you that service offering is compliant with most of the heat pump manufacturers to ensure that it meets their regulations and upkeeps your heat pump warranty (if it’s still within warranty).
Technical phone support
All plans include access to phone-based technical support during weekday working hours (Monday - Friday, 9am - 5pm). Our team will do our best to provide support remotely where possible with our engineers helping to diagnose issues, answer questions, and advise on next steps.
What’s not covered
To keep things transparent, these are our exclusions across all plans:
- Pre-existing faults identified before your plan starts
- Damage caused by you, third parties or poor workmanship by others, whether accidental or deliberate
- Design faults or installation issues not carried out by Installio
- Sludge, debris or scale removal from the heating system
- Upgrades or system improvements
- Issues caused by problems with your electricity or water supply
- Replacement parts or system components
- Repairs covered by the manufacturer’s warranty
- Replacement of consumables, including antifreeze, inhibitor chemicals, refrigerant gas, oil, or compressor failures
- Faults caused by severe weather, flooding, fire, structural movement, or other external events (these should be covered by your home insurance)
- Electrical faults related to your property’s fuse board or electrical supply
- System upgrades or improvements, such as fitting modern controls or bringing your system up to current standards
- Repairs where parts are no longer available
- Work involving asbestos, unless appropriate certification has been provided
Repairs, labour and replacement parts
Your monthly service plan does not include the cost of repairs, labour, or replacement parts. These costs are charged separately if any faults or issues are identified.
If we do have to send someone out to you for a physical inspection, we have a fixed call-out cost along side our hourly labour rate. Please note parts are not included in this.
- Call out fee - £60
- Labour - £95 per hour
If your system does need attention:
- Our engineer will clearly explain what the issue is
- We’ll talk you through what work is recommended and why
- An quote will be provided before any chargeable work is carried out
- No repair work will go ahead without your approval
Any applicable plan benefits will be applied automatically:
- Customers on a plan will receive a 10% discount on labour, call-outs and parts
Starting a service Plan
To start a service plan with us:
- Your heat pump model must be on Installio’s approved list of supported brands
- Answer a few questions about your Heat Pump and pass our eligibility criteria
Duration, payments and cancellation
Plan duration
The Heat Pump Service Plan is a rolling monthly subscription. It will continue each month until you tell us you’d like to cancel
Payment
The total cost of one annual service is £180 (heat pump only) or £216 (heat pump and cylinder), spread across monthly payments of £15 / £18. Payments will be taken monthly on a subscription basis. The payment platform we use is Stripe.
Service delivery
One annual heat pump service will be carried out during each 12-month term.
Cancellation
You may cancel the plan at any time by giving notice.
- If you cancel before the annual service has been completed, no further payments will be taken, but the service will not be carried out unless sufficient payments have been made to cover the one-off service cost.
- If you cancel after the annual service has been completed, you will be required to pay any remaining balance up to the full annual service price of £180/£216.
Outstanding balance
Any outstanding balance will be calculated as the difference between payments already made under the plan and the standard one-off service price (£180/£216).
No penalties
Installio does not charge cancellation penalties or fees beyond the cost of the service already provided.
Service booking & non-use
One annual service is included during each 12-month period while your plan is active. It is the customer’s responsibility to ensure the service is booked within this period.
Installio will make reasonable attempts to contact you to arrange your service, including contacting you in advance of when your service is due. However, if a service is not booked and completed within the relevant 12-month period, the service will be forfeited.
No refunds, credits, or rollovers will be offered for services that are not used within the applicable 12-month period.
Your responsibilities
To help us support you smoothly, you’ll need to:
- Provide safe and reasonable access to your system
- Keep your contact details up to date
- Let us know if changes are made to your heating system
- Ensure someone over 18 is present during engineer visits
Important additional information
- Installio is not responsible for any indirect or consequential losses that may arise from the use of our services
- We reserve the right to update these Terms & Conditions at any time. Continued use of our services after such changes constitutes acceptance of the new terms.
If you have any additional questions, please contact us at hello@installio.co.uk