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Smart Home Subscriptions - Terms & Conditions

  • 1.1. Provider and contractual party

    Vaillant Group UK Limited, Nottingham Road, Belper DE56 1JT, UK, hereinafter referred to as "Vaillant”, offers its customers Vaillant heating products and for those with compatible appliances a myVAILLANT App and subscription service, hereinafter referred to as "App" and “Subscription” together the “Service”, which is intended for use with your compatible and connected heating controls.

    The Services are only compatible with iOS and Android operating systems and as described below. This Application is technically managed and was developed by the affiliated company Vaillant GmbH, Berghauser Str. 40, 42859 Remscheid, Germany.

    Access and use of the Service is subject to the following Terms and Conditions of Service (“Terms and Conditions”). By accessing or using any part of the Service, you represent that you have read, understood, and agree to be bound by these Terms and Conditions including any future modifications.

    Vaillant may amend, update, or change these Terms and Conditions. If we do this, we will post a notice that we have made changes to these Terms and Conditions.

  • 1.2. Description of the Service

    Please note that once you have registered for the Service it can take up to 5 business days for your subscription to become active whilst we gain access to your appliance.

    Smart Home Subscriptions (“Basic Package”)

    Our Basic Package is provided as part of your purchase of our compatible appliance (see below) and use of our App. It includes:

    myVAILLANT connect monitoring the health of your appliance and if a problem occurs, you'll get a notification through the App.

    • Upon receipt of a notification if you give us a call a Vaillant technician can remotely check the issue and may be able to resolve the issue remotely or can advise you of the next steps to have the fault resolved.

    • Depending on the age and model of your appliance you will receive a quarterly health check which shows whether certain appliance components are running smoothly this includes data that sets out the energy consumption or energy gain of the appliance, the Emended Metering Function data (EMF)*.

    We are also working to provide a number of package options which will require a subscription and payment before they can be accessed. For more information about the Services please click here https://www.vaillant.co.uk/service/smart-home-subscriptions/

    * EMF data within the health check report is available for specific appliances only which include the ecoTEC plus (2024 onwards) and ecoTEC exclusive (2016 onwards) and Heat Pumps, other appliances are not compatible.

  • 1.3. Beta Trials

    From time to time, we may approach you to be involved in a trial to test upcoming features (“Beta Trial Features”). The Beta Trial Features may contain defects of which we would encourage your feedback with comments or enhancement suggestions on the Beta Trial (“Feedback”).

    The Beta Trial Features may not operate correctly and is provided “AS IS” without warranty of any kind, including without limitation, any warranty as to performance, non-infringement of third-party rights, merchantability, or fitness for a particular purpose.

    We will reach out to you to see if you would like to take part and have access to the Beta Trial Features and request Feedback. The Beta Trial Features will be defined in any correspondence we have with you directly.

  • 1.4. Data

    During the use of the Services we will collect various personal information from you, including your name, address, email address and phone number. We collect this information from you because we need it in order to provide you with the Services. This is the legal basis on which we process your information. We also have a legitimate commercial interest in using your personal information for statistical purposes to analyse customer trends, for research and development purposes, to improve the Services and to help us administer other products and services you have purchased from Vaillant. As this information is statistical, it does not identify you individually.

    When you use the Services we also collect, process and use further technical information. This will include, but is not limited to your system information and messages, operating parameters, configurations and settings, energy consumption, technical events, changes and system notifications related to the Services and your Vaillant heating system.

  • 1.5. Requirements

    You must be at least 18 years of age to access the Services.

    In order to access the Services, you have to log with a smartphone with Internet access that supports one of the following operating systems:

    • iOS
    • Android
    • You must also have a Vaillant boiler or Heat Pump.
    • myVAILLANT connect and smart home subscriptions are only compatible with boiler ranges from 2006 onwards.
    • To access smart home subscriptions, myVAILLANT connect gateway must be installed and subscription services activated.

    **Only works with post 2006 eBUS appliances. Please check the compatibility with your installer. Please refer to the website https://www.vaillant.co.uk/service/myvaillant/myvaillant-welcome-to-the-world-of-smart-home-heating/ for information about the functions supported by the App and the required versions of iOS and Android

  • 1.6. We're not responsible for delays outside our control

    If our supply of your product is delayed by an event outside our control, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact us: https://www.vaillant.co.uk/homeowners/contact-us/ to end the contract and receive a refund for any Services you have paid for in advance, but not received, less reasonable costs we have already incurred.

  • 1.7. You can end an on-going contract (find out how)

    You can end your contract by accessing your account on myVAILLANT Web myVAILLANT Web or by contacting us directly with any questions at https://www.vaillant.co.uk/homeowners/contact-us/

  • 1.8. We can change or suspend the supply of the Services and these terms

    Changes we can always make. We can always change the Services:

    • to reflect changes in relevant laws and regulatory requirements;
    • to make minor technical adjustments and improvements, for example to address a security threat;
    • to update digital content, provided that the digital content always matches the description of it that we provided to you before you bought it. We might ask you to install these updates; and
    • deal with technical problems or make minor technical changes.

  • 1.9. We can withdraw Services

    We can stop providing the Services. We let you know at least 14 days in advance and we refund any sums you've paid in advance for products which won't be provided.

  • 1.10. We can end our contract with you

    We can end our contract with you for Services and claim any compensation due to us if:

    • you don't make any payment to us when it's due and you still don't make payment within 14 days of our reminding you that payment is due; or
    • you don't, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the Services.

  • 1.11. We don't compensate you for all losses caused by us or our products

    We're responsible for losses you suffer caused by us breaking this contract unless the loss is:

    • Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
    • Caused by a delaying event outside our control. As long as we have complied with clause 1.5.
    • Avoidable. Something you could have avoided by taking reasonable action. For example, damage to your own digital content or device, which was caused by digital content we supplied and which you could have avoided by following our advice to apply a free update or by correctly following the installation instructions or having the minimum system requirements advised by us.
    • A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.

  • 1.12. We use your personal data as set out in our Privacy Notice

    How we use any personal data you give us is set out in our Privacy Notice: myVAILLANT Web

  • 1.13. You have several options for resolving disputes with us

    Our complaints policy. Our Customer Service Team will do their best to resolve any problems you have with us or our products you can contact us at https://www.vaillant.co.uk/homeowners/contact-us/

    You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

  • 1.14. Other important terms apply to our contract

    We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We'll contact you to let you know if we plan to do this.

    Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

    If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

    Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.