Care Plan Terms & Conditions

1. Who we are

CG Plumbing is a sole trader business operated by Charlie Gaskin (Charles Gaskin trading as CG Plumbing) of 37 High Street, Halstead, Essex CO9 2AA. You can reach us at charliegaskin101@gmail.com or on 01799 611595. References to "we", "us" or "CG Plumbing" mean Charlie Gaskin trading as CG Plumbing. References to "you" or "the customer" mean the person who has signed up to a care plan.

2. What a care plan is — and is not

A CG Plumbing Care Plan is a service and maintenance agreement. It is not an insurance product and does not provide insurance-style cover, boiler replacement, or guaranteed repairs. We are not regulated by the Financial Conduct Authority (FCA) in respect of these plans.

If you need full boiler breakdown insurance, providers such as British Gas HomeCare or HomeServe may better suit your needs.

3. The plans

Three tiers are available:

• Tap — £15.59/month inc. VAT (£12.99 + VAT). Annual heating-system check, priority booking, 10% off call-out labour.
• Flow — £23.99/month inc. VAT (£19.99 + VAT). Everything in Tap, plus inhibitor top-up, free call-out labour on common breakdowns (parts extra), frost-snap SMS alerts, and one free 30-minute consult per year. The first month is free: your Direct Debit is set up at sign-up and your first payment is taken in the second month.
• Mains — £47.99/month inc. VAT (£39.99 + VAT). Coming soon. Everything in Flow, plus annual gas safety certificate (CP12) and two free 1-hour visits per year, delivered in part via a Gas Safe registered partner. Not yet purchasable. Joining the Mains waitlist does not create a contract, and no payment is taken for Mains unless it launches and you confirm you want to join.

Full details of what is and is not included in each tier are set out on the Care Plans page, and that list forms part of these terms.

One plan covers one domestic property. Plans are for domestic customers only and do not cover commercial premises.

4. Eligibility, your property & service area

We cover domestic properties in Halstead, Sudbury and the surrounding villages. We may decline a new plan, or end an existing one with notice, for properties outside our service area.

Your plumbing and heating system must be in safe working order when you join. We may carry out an initial check of the system; pre-existing faults, and systems beyond economic repair, are not covered — and we will tell you if that is the case.

You must give us safe and reasonable access to the property so we can carry out the annual check and any visits.

Landlords are welcome to take out a plan for a rental property they own. The landlord is our customer and is responsible for arranging tenant access — and, where the property has gas appliances, remains responsible for the annual Landlord Gas Safety Record (CP12) required by law, which is not included in Tap or Flow.

5. Minimum term and payment

All plans are subject to a 12-month minimum term from the date you sign up. Payments are made monthly in advance by GoCardless Direct Debit. Your payments are protected by the Direct Debit Guarantee, which is provided to you when your Direct Debit is set up and is also available from GoCardless or your bank.

After the initial 12-month term, the plan continues on a monthly rolling basis and can be cancelled on 30 days' written notice (see clause 9).

If a payment fails, we may re-present it, and we may suspend plan benefits until your account is up to date.

6. Cooling-off period

If you sign up online or away from our business premises (including at your property), you have a 14-day cooling-off period under the Consumer Contracts Regulations 2013. You may cancel without charge or reason within those 14 days by notifying us in writing at charliegaskin101@gmail.com. You may use the model cancellation form at the end of these terms, but you do not have to — any clear statement will do.

We will only begin providing services within the 14-day period if you expressly ask us to. If you cancel within the cooling-off period, we will refund all sums you have paid within 14 days of being told you are cancelling, less a proportionate charge for any service you expressly asked us to begin and which we provided before you cancelled.

7. What we will deliver

Within 60 days of your plan start date (or at a mutually agreed later date), we will contact you to arrange your annual heating-system check. The check covers the wet central-heating system only — radiators, pipework, valves, controls and system pressure. It explicitly excludes any work on the gas-burning appliance, its combustion or its flue.

Charlie is not currently Gas Safe registered. The Tap and Flow plans do not include any gas appliance servicing or gas safety certificates. Gas-appliance work under the Mains tier will be carried out by or arranged via a Gas Safe registered partner. If you smell gas, call the National Gas Emergency line on 0800 111 999.

If you do not take up the annual check within your membership year — for example, you decline the appointments we offer or we cannot get safe access — it does not roll over to the next year and has no cash value. The same applies to unused included call-outs.

8. Breakdown & call-out cover (Flow)

"Free call-out labour" on the Flow plan covers labour charges only for common plumbing breakdowns (leaks, taps, valves, radiators): we waive the call-out fee and include the first hour of labour on site, for up to 2 included call-outs per membership year. Time beyond the first hour is charged at your member rate, and parts are charged separately at fair trade prices. It does not cover new installations, full bathroom or kitchen refits, or gas work.

Included call-outs apply during normal working hours only (Monday to Friday, 8am–5pm). Out-of-hours or emergency attendance, where available, is charged at our standard out-of-hours rates, with your member discount applied to labour. The plans are not a 24/7 emergency service.

The free call-out cover does not include:

• anything involving a gas appliance or flue;
• full system or appliance replacement;
• pre-existing faults;
• damage caused by misuse, accident, freezing (where reasonable precautions were not taken), or third-party work;
• jobs needing specialist or ordered-in parts (the labour to fit them is quoted separately); and
• any work outside common breakdowns — which is quoted normally, with your member discount applied.

Priority booking means members are offered priority for available appointment slots ahead of non-members. This is on a best-efforts basis and is not a guaranteed response time. Member discounts apply to labour only, are not retrospective, cannot be exchanged for cash or combined with other offers, and apply only while your plan is active and your payments are up to date.

9. Cancellation after the minimum term

After your initial 12 months, you may cancel by giving 30 days' written notice to charliegaskin101@gmail.com. We will cancel your GoCardless Direct Debit from the next payment date falling after the notice period expires. No refund is due for the notice period month if a payment has already been collected.

10. Early termination within the minimum term

If you cancel before the end of the 12-month minimum term (other than within the 14-day cooling-off period, or in response to a price change under clause 12), a cancellation fee of £50 is payable. We will collect this as a one-off GoCardless payment before cancelling your plan. We will waive this fee where the cancellation arises from our material failure to deliver the service.

11. Our right to cancel

We may cancel your plan immediately if you miss two or more consecutive monthly payments and do not remedy this within 14 days of written notice, or in cases of abuse of our staff or misuse of the plan. We may also cancel on 30 days' notice if we are unable to continue to provide the service (for example, if we cease trading or can no longer cover your area). In the latter case we will refund any prepaid months on a pro-rata basis.

12. Price changes

We will give you at least 30 days' written notice before changing your monthly price. If you do not wish to continue at the new price, you may cancel without early-termination charges by notifying us within 14 days of receiving our price-change notice, regardless of where you are in your minimum term.

13. Liability

We carry out work with reasonable care and skill. Nothing in these terms limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded by law.

We hold public liability insurance. Any claim for property damage or other loss arising from work carried out under a care plan will be handled through that policy. We will provide the name of our insurer and policy details on request.

Subject to the above, our total liability for any claim connected with a plan is limited to the fees you have paid us in the 12 months immediately before the claim arose. We are not liable for pre-existing faults, or for loss that was not reasonably foreseeable. Your statutory rights as a consumer are not affected.

14. Your data

To run your plan, we process your contact details, property and system details, service history, and payment details (your bank details are collected and held by GoCardless, not by us). We are registered with the ICO (registration number C1946879). See our Privacy Policy for full details and your rights, including access, correction, deletion, and the right to complain to the ICO.

15. Complaints

If you have a complaint, please contact Charlie directly at charliegaskin101@gmail.com or by phone. We aim to acknowledge complaints within 2 business days and resolve them within 14 days. If we cannot resolve a dispute between us, you may refer it to a Consumer ADR scheme — we will provide details on request.

16. Governing law & general

These terms are governed by the law of England and Wales. Any disputes are subject to the exclusive jurisdiction of the courts of England and Wales.

If any clause turns out to be unenforceable, the rest of the terms still apply. We may transfer our rights and obligations — for example, if the business is sold — without affecting your rights. We are not liable for failures caused by events beyond our reasonable control (including extreme weather, supplier failures, or national emergencies).

17. Changes to these terms

We may update these terms from time to time. We will give you at least 30 days' notice of any material changes. Continued use of your care plan after that period constitutes acceptance of the revised terms.

18. Model cancellation form

You do not have to use this form — any clear written statement will do. If you would like to use it, complete and send it to us by email or post within 14 days of signing up.

To: Charles Gaskin trading as CG Plumbing, 37 High Street, Halstead, CO9 2AA — charliegaskin101@gmail.com

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract for the supply of the following service: CG Plumbing Care Plan — [Tap / Flow] tier

Signed up on: ___________
Name of consumer(s): ___________
Address of consumer(s): ___________
Signature (only if returning on paper): ___________
Date: ___________

[*] Delete as appropriate.

CG Plumbing · Halstead, Essex · charliegaskin101@gmail.com · 01799 611595