Terms and Conditions for Household Cover Plans
1. Introduction
These Terms and Conditions ("Agreement") govern the provision of plumbing, electrical, drainage, and heating cover ("Services") by SBB Plumbing Ltd ("SBB", "we", "us", "our") to the customer ("you", "your"). By purchasing one of our Cover Plans, you agree to be bound by the terms outlined below.
2. Definitions
- Cover Plan – A tiered service contract (Bronze, Silver, or Gold) for household plumbing, electrical, and/or drainage systems.
- Emergency – A sudden issue that:
- Poses a health or safety risk
- May result in serious property damage
- Interrupts essential services (water, power, heating)
- Call-out – A visit by an SBB-approved engineer to your home for a covered issue.
- Pre-existing Fault – A fault that existed before your plan started or during the initial 14-day exclusion period.
- Home – The residential property you provide at sign-up, located within our serviceable area.
1. Introduction
These Terms and Conditions ("Agreement") govern the provision of plumbing, electrical, drainage, and heating cover ("Services") by SBB Plumbing Ltd ("SBB", "we", "us", "our") to the customer ("you", "your"). By purchasing one of our Cover Plans, you agree to be bound by the terms outlined below.
3. Cover Plan Overview
Feature | Bronze Plan | Silver Plan | Gold Plan
------------------------------------|--------------------------|-------------------------------|-------------------------------------
Price (monthly) | £15 | £24 | £29
Plumbing cover | Yes | Yes | Yes
Electrical cover | No | Yes | Yes
Drainage cover | No | No | Yes
Boiler & heating cover | No | No | Yes (incl. annual boiler service)
Thermostat & timer issues | No | No | Yes (excluding rewiring)
Parts included | No (30% off parts) | Yes | Yes
Labour included | Yes | Yes | Yes
Call-outs per year | Up to 5 | Unlimited | Unlimited
24/7 emergency helpline | No | Yes | Yes
Discount on extra work | No | No | 10% off all plumbing, heating, and electrical work
Cancellation policy | 1-month notice | 1-month notice | 1-month notice
4. What’s Included
4.1 Plumbing Cover (All Plans)
- Repairs to internal hot and cold pipework
- Burst or leaking pipes
- Faulty internal stop taps
- Faulty or leaking toilets
- Tap repairs or replacements (standard models)
- Radiator leaks (Gold only includes full repair)
4.2 Electrical Cover (Silver & Gold)
- Faulty wiring, sockets, and switches
- Fuse box repairs (excluding full replacements)
- Power loss investigations
- Emergency isolation and safety repairs
4.3 Drainage Cover (Gold Only)
- Blocked internal and external drains
- Blocked toilets, sinks, showers, and baths
- Drain rodding or jetting (as required)
- Manhole cover repairs (within boundary)
4.4 Boiler & Heating Cover (Gold Only)
- Breakdown cover for boilers and controls
- Radiator and pump repairs
- Annual boiler service (booked with customer)
- Central heating pipework
5. What’s Not Covered (All Plans)
Unless otherwise stated, your plan does not cover:
- Pre-existing faults or faults within the first 14 days
- Upgrades or replacements (e.g. new fuse boxes, boilers, pipes)
- Repairs to showers, water softeners, or appliances
- Frozen pipes that are not accessible
- Asbestos-related work
- Any repair due to misuse, third-party damage, or neglect
- Trace and access for hidden leaks (unless necessary for repair under Gold)
- Properties used for commercial or business purposes
- Pest infestations, structural issues, or damp
6. Exclusions by Plan
Bronze Plan Specific Exclusions:
- Parts not included (30% off parts discount provided)
- No electrical or drainage cover
- Max 5 call-outs per year
- No 24/7 helpline
Silver Plan Specific Exclusions:
- No drainage or heating cover
- No annual boiler service
- No customer discount on extra works
Gold Plan Limitations:
- Heating cover excludes sludge or scale-related faults
- Thermostat/timer issues covered but rewiring is excluded
7. Service Standards
- We aim to attend emergencies within 24 hours (Silver & Gold only).
- For non-emergencies, we’ll arrange an appointment at your convenience.
- You must ensure access to the affected area.
8. Customer Responsibilities
- Maintain your home systems in reasonable condition
- Provide accurate information at sign-up
- Grant reasonable access to engineers
- Ensure a safe working environment for our staff
9. Payments and Price Changes
- Your plan is paid monthly via direct debit.
- Prices are fixed for 12 months unless stated otherwise.
- We reserve the right to change prices at renewal with at least 30 days’ notice.
- Missed payments may result in cancellation or suspension.
10. Duration, Cancellation & Refunds
- Plans renew automatically each month unless cancelled.
- You can cancel with 1 month’s written notice.
- If you cancel within 14 days of sign-up and no work has been done, you’ll receive a full refund.
- We may cancel your plan for non-payment, fraudulent activity, or if you exceed fair usage (Bronze plan only).
11. Complaints Process
If you're not satisfied, please contact:
SBB Plumbing Ltd – Customer Service
Email: [email protected]
Phone: 07913630875
Phone: 01202934045
We'll aim to resolve all complaints within 14 working days. If we cannot resolve your complaint, we’ll advise on your right to escalate.
12. Liability
- We will not be liable for:
- Losses not directly resulting from the issue (e.g. lost earnings)
- Damage caused by delayed service due to events outside our control (e.g. severe weather)
- Any loss from unauthorised repairs by third parties
13. Your Data
- We treat your personal data in line with the UK General Data Protection Regulation (GDPR).
- Your data is used to manage your plan, schedule work, and communicate with you.
- We do not share your information with third parties unless required to deliver your service.
14. Governing Law
- This Agreement is governed by the laws of England and Wales.
- Disputes will be handled under UK legal jurisdiction.
