Vaillant BOILER360° Smart Home Subscriptions - Terms and Conditions

1.1. These Terms and Conditions (“Terms and Conditions”) govern your agreement with Vaillant Group UK Limited, Nottingham Road, Belper, DE56 1JT, hereinafter referred to as “Vaillant”, “us” and “we” for Smart Home Subscription plans, hereinafter referred to as “Subscription” and “Plan” together (“the Service”).

1.2. Vaillant offers its customers Vaillant heating products and for those with compatible appliances, customers are invited to use the Service with your compatible and connected heating controls.

1.3. The Services are only fully functionable when used in conjunction with the myVAILLANT connect internet gateway and the myVaillant app (“App)”, this allows us to have visibility of your systems on our servers to provide the Services.

1.4. The App is compatible with iOS and Android operating systems as described below and technically managed, hosted and developed by the affiliated company Vaillant GmbH, Berghauser Str. 40, 42859 Remscheid, Germany and subject to applicable terms and conditions set out on the App.

1.5. By accessing, using or choosing to purchase a Smart Home Subscription Plan you confirm that you have read, understand and agree to be bound by these Terms and Conditions.

1.6. Vaillant may amend, update or change these Terms and Conditions. If we do this, we will notify you that we have made changes to these Terms and Conditions.

2.1. Smart Home Subscriptions (“FOC SHS”). This Plan is offered free of charge subject to our eligibility criteria below. This Plan includes:

• quarterly health check of customer’s system, using Emended Metering Function (EMF)*;
• hints and tips on how to optimise customer’s heating system;
• notification through the App if a problem occurs; and
• remote monitoring of the system, with the ability for the customer to call Vaillant and speak to a technician remotely to check any issues. Vaillant may be able to resolve the issue remotely or can advise you of the next steps to have the fault resolved.

2.2. Smart Home Subscriptions BOILER360º (“BOILER360º). This Plan is a monthly chargeable subscription available to boiler customers for a fixed period of 12 months. This Plan includes all the services included in FOC SHS plus:

• support emails limited to no more than 4 per day if the customer is notified of a fault, with guidance on how to resolve the issue;
• access to myVaillant Optimum for personalised hints and tips for the customer to optimise their heating; and
• after 12 months and full payment, a boiler service, subject to the annual service terms and conditions.

*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.

3.1. Users must:

3.1.1. be at least 18 years of age;

3.1.2. have the ability to log in to the App with a smartphone or device with internet access that supports either iOS or Android operating systems;

3.1.3. for FOC SHS - own or have use of a post 2006 model Vaillant boiler or Heat Pump;

3.1.4. for BOILER360º - own or have use of a post 2006 Vaillant boiler. Please note that this plan excludes all hybrid and cascade systems;

3.1.5. have the myVAILLANT connect gateway installed on their device with subscription services activated. Without this you will not receive any benefits.

3.2. If you are in doubt of your eligibility, please check the compatibility with your installer. Further information on the functions supported by the App and the required versions of iOS and Android can be found here.

4.1. FOC SHS is available free of charge.

4.2. BOILER360º is chargeable on a monthly basis. The first monthly fee will be payable at the time you sign up to the Plan.

4.3. The monthly fee may be paid by debit/credit card, Apply Pay or Google Pay. The subsequent monthly fees will be payable every month on the same day of the month as when your Subscription was activated.

4.4. If you don’t pay the monthly fee for your Subscription or if your payment method becomes invalid, or if the charge is refused or subject to a chargeback for any other reason outside our control, you must provide us with a new eligible payment method or payment within 14 days or your Subscription will be cancelled and you may lose your right to your boiler service.

5.1. You have the right to change your mind and cancel your Plan, without giving any reason, within 14 days of:

5.1.1. the first monthly payment being taken; or

5.1.2. 14 days following a Renewal;

(the “Cooling Off Period”). If neither you nor anyone authorised by you to use your account has taken advantage of any of the Services included in your Plan, we will issue a full refund.

5.2. To withdraw within the Cooling Off Period you must contact our customer service team at ukservicecc@vaillant-group.com to inform us of your decision. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired to myvaillantwebUK@vaillant-group.com

5.3. If you cancel within the Cooling Off Period we will refund you using the same method of payment you used to pay us. We will make the payment without undue delay, and in any event no later than 28 days after we received your request to exercise your right to withdraw.

6.1. FOC SHS shall be rolling indefinitely until cancelled.

6.2. BOILER360º has a term of 12 months.

6.3. You can cancel any Plan online through myVaillant Web or by contacting our customer service team at ukservicecc@vaillant-group.com :

6.3.1. within the Cooling Off Period in accordance with Clause 5; or

6.3.2. at any time, however, if you cancel prior to making 12 consecutive payments then you will not be entitled to your boiler service.

6.4. If you decide cancel your Subscription part way through a month, after you have paid for that month but before the next payment is due, you will not be charged for the next month.

We reserve the right to terminate your Subscription and stop providing the Services at our discretion for any reason and will issue a prorated refund to your monthly fee based on the time remaining within that month.

If the Service is disturbed or delayed by an event outside our control, we will contact you as soon as possible to let you know and do what we reasonably can to reduce the delay. We will not be held responsible for any delay or failure to comply with our obligations under these Terms and Conditions if the delay or failure arises from any cause which is non foreseeable and beyond our reasonable control.

9.1. 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; we might ask you to install these as updates on the App;
• to enhance existing features or add additional features to the Service; and
• to deal with technical problems or make minor technical changes.

9.2. If we make changes, we will inform you as soon as reasonably possible and remind you of your rights.

10.1. 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.

10.2. 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.

How we use any personal data you give us is set out in our Privacy Notice: (1) Privacy Policy.

11.1. You can raise a complaint via our customer service team who will do their best to resolve any problems you have with the Service at: (1) Contact us | Vaillant

11.2. 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.

12.1. 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”).

12.2. 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.

12.3. 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.

13.1. We can transfer our contract with you, so that a different organisation is responsible for providing the Service. We will contact you to let you know if we plan to do this.

13.2. 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.

13.3. 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.

13.4. 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.