Hero Care Plans – Terms and Conditions

This agreement sets out the terms of your service plan between: 

• You, the customer receiving services under your selected plan 

• Us, Emergency Hero (operated by EMRGHRO Ltd, company number 15806149) 

Our aim is to provide a straightforward, reliable service experience. 

This agreement is a service contract, not an insurance policy. Any repairs, replacements, or additional services beyond those specifically included may be subject to extra charges and are provided at our discretion. 

What Your Plan Includes 

Depending on the level of cover you select, your plan may include: 

• An annual gas boiler service (or discounted service) 

• Access to approved engineers for breakdown call-outs, including: 

• Initial labour (typically up to 1 hour) 

• Contribution toward parts and additional labour (up to £250 per visit) 

• Assistance with sourcing and arranging qualified tradespeople 

• Ongoing support and aftercare for covered systems 

• Access to online guidance, tips, and energy-saving advice 

Services are limited to the systems listed in your chosen plan. 

What Is Not Covered 

Your plan does not cover: 

• Issues not reported within 24 hours of being noticed 

• Pre-existing faults or issues arising within the first 28 days 

• Damage caused by third-party work 

• Problems in unoccupied properties (60+ consecutive days) 

• Accidental damage or misuse 

• Manufacturer warranty-covered items 

• Insured events 

• Cosmetic repairs (e.g. redecorating after work) 

• Intermittent faults not present during inspection 

• Utility supply failures (gas, water, electricity) 

• Routine maintenance 

• Systems not installed or used correctly 

• Older pipe materials (e.g. lead, steel, iron) 

• Poor access or unsafe environments 

• Weather-related issues (e.g. frozen pipes) 

• Consumables (e.g. batteries, seals, fuses) 

• System upgrades or improvements 

• Minor non-functional issues 

• Commercial or non-domestic use 

• Specialist or non-standard systems (e.g. underfloor heating, renewable systems, pools) 

• Gas appliances other than standard boilers 

Call-outs for non-covered services may incur a charge of up to £150. 

Boilers Beyond Economic Repair (BER) 

We may determine a boiler is beyond economical repair if: 

• It is too old, damaged, or costly to fix 

• Replacement parts are unavailable 

• Repairs require removal from installation 

• It has not been properly installed or maintained 

• It is over 10 years old and requires multiple major components 

Replacement Conditions 

If your boiler is deemed BER: 

• Under 5 years old: we may offer a replacement at our discretion 

• Over 5 years old: we may offer a discounted replacement 

To qualify: 

• You must provide full installation and service records 

• You must have been a customer for at least 45 days 

• Payments must be up to date 

• The boiler must not fall under excluded faults 

• Replacement must be supplied and installed by us 

We do not guarantee a like-for-like model, and any required upgrades to meet regulations are not included. 

If you do not qualify for replacement, you may cancel without termination fees. 

Annual Boiler Service 

Included: 

• Visual inspection 

• Flue gas and efficiency testing 

• Internal inspection 

• Pressure checks and adjustments 

• Condensate trap cleaning (if required) 

• Safety checks (startup/shutdown) 

• Ventilation and flue inspection 

• Service confirmation 

Services are typically carried out between June and September. 

Not Included: 

• Replacement of consumables 

• Liability for filter-related damage 

Landlord Gas Safety Inspection (CP12) 

Included: 

• Annual CP12 inspection 

• Safety checks on fixed gas appliances 

• Issuing certification 

Not Included: 

• Repair work 

• Replacement parts 

• Re-inspections after failed checks 

Boiler & Controls Cover 

Included: 

• Repairs to natural gas boilers 

• Standard flue (up to 1 metre) 

• Thermostats, timers, frost protection 

Not Included: 

• Non-gas or commercial systems 

• Extended or unusual flue systems 

• Back boilers or combined appliances 

• User-operable fixes (e.g. resetting pressure) 

• Damage from sludge, debris, or hard water 

Central Heating 

Included: 

• Repairs to heating systems (pipes, pumps, valves) 

• Accessible gas pipe leaks within the home 

Not Included: 

• Replacement of major components (e.g. radiators, tanks) 

• Extended draining/refilling 

• Specialist systems 

• Non-gas systems 

• Hidden or inaccessible pipework 

Plumbing 

Included: 

• Leaks and bursts in internal pipework 

• Standard taps and toilets (repairable) 

• Overflow issues 

• Internal water supply pipe (within property boundary) 

Not Included: 

• Appliance connections 

• Non-standard fixtures 

• External taps and fittings 

• Showers, pumps, filters 

• Investigation (trace & access) work 

Drainage 

Included: 

• Blocked or leaking drains within your property 

Not Included: 

• Shared or external drainage systems 

• Tree root damage or collapse 

• Improper usage blockages 

• CCTV inspections or preventative work 

Home Electrical Systems 

Included: 

• Internal wiring, sockets, switches 

• Consumer units and circuit breakers 

Not Included: 

• Appliances or alarms 

• External wiring or outbuildings 

• Solar or generation systems 

• Major upgrades or replacements 

General Terms 

• This is a service agreement—not insurance 

• Services are provided within reasonable timeframes 

• Parts supplied may not be identical replacements 

• Work is guaranteed for 14 days 

• We may subcontract or transfer obligations 

• Terms may be updated with notice 

• Governed by the laws of England and Wales 

Cancellation 

Within 14 Days: 

• Full refund if no work has been carried out 

• Charges apply if services have been used 

After 14 Days: 

• Early cancellation requires payment of remaining term 

• After 12 months, cancel with one month’s notice 

Stopping payment alone does not cancel your agreement. 

We May Cancel If: 

• False information is provided 

• Payments are missed 

• Abuse or misuse occurs 

• System is unsuitable 

Cancellation charges may apply. 

Pricing & Payment 

• Pay monthly or annually via Direct Debit 

• Plans renew automatically every 12 months 

• Prices may increase with notice due to: 

• Inflation (CPI + up to 4%) 

• Tax changes 

• Usage-based adjustments 

Missed payments may incur fees and interest. 

Call-Out Fees 

• Charged per repair request 

• Paid before booking 

• Higher excess = lower monthly cost 

• No fee for annual service 

• No repeat fee for same fault within 14 days (if confirmed) 

Moving Home 

You can: 

• Transfer your plan (if suitable) 

• Update your address 

• Cancel (charges may apply) 

Contacting Emergency Hero 

• Customer support available Monday–Friday 

• Repairs can be requested online 24/7 

• Engineers will contact you to arrange visits 

• Account management available via your online dashboard