1. The installation of your heat pump must be carried out by a suitably competent engineer with relevant valid qualifications and certification, e.g. MCS*.
2. The heat pump must be installed fully in accordance with the installation manual provided with the appliance and with these terms and conditions as well as all prevailing building control and local regulations.
3. The Benchmark logbook must be completed by the installer at the point of installation and retained on site for inspection and update during an engineer's visit.
4. The guarantee will commence from the date of installation. To validate this, Vaillant will require proof of purchase e.g. an invoice and completed Benchmark logbook, without which the guarantee will commence from the date of manufacture, as shown on the heat pump data plate.
5. Please ensure that that the heat pump is registered with Vaillant within 30 days of it being installed by providing the full 28-digit serial number, and all other details that we reasonably require from you. Failure to register within this period will result in the guarantee reverting to 12 months from the date of installation, provided that your Benchmark logbook has been completed in accordance with these terms and conditions. If your Benchmark logbook has not been completed in accordance with these terms and conditions, the guarantee will revert to 12 months from the date of manufacture of the heat pump.
6. The heat pump should be serviced annually by either the Vaillant Service organization or other suitably competent engineer with valid qualifications and valid certification in accordance with the manufacturer’s instructions. If the heat pump has not been serviced annually, the heat pump guarantee will become invalid.
7. The guarantee will cover all major components of the heat pump against manufacturing defects from the installation date, provided that the heat pump is not beyond economic repair. If the heat pump is beyond economic repair, the guarantee will not cover the replacement of such components.
8. If any spare parts are used as part of the service under the guarantee, those spare parts will be guaranteed for a period of 12 months (against defective material/faulty workmanship) and shall be replaced free of charge. Please note that the guarantee on any replacement parts does not extend the duration of the guarantee beyond the original term.
9. Invoices for attendance and repair of this heat pump by third parties will not be accepted for payment unless pre-authorised in writing by Vaillant.
10. If a failure of the heat pump is caused by contaminated water or glycol in the system, this will result in the engineer’s visit becoming chargeable.
11. Moving the heat pump to another property without Vaillant’s written consent will invalidate the guarantee.
12. Please ensure that:
- the system has been flushed prior to the heat pump installation, to ensure that it contains no contaminates;
- the water circulating within the heat pump is checked for hardness, salinity and correctly inhibited prior to the installation of the heat pump;
- the water circulating in the heat pump is maintained in a clean condition and kept correctly inhibited throughout the heat pump's life cycle;
- ensure adequate frost protection is in place for the system (e.g. glycol, anti-frost valves), considering the local climate conditions and location;
- the heat pump is serviced each calendar year. The cost of the annual service is not included in the guarantee and service details must be recorded in the Benchmark logbook and made available for inspection during any engineer's visit. Any pre-existing faults must be notified to Vaillant prior to the engineers visit; and
- the environment around the installation site is well maintained, free from debris or vegetation that may attract rodents and insects.
13. The guarantee does not include cover for wear and tear, willful damage, abnormal storage or working conditions, accidental damage or negligence by you or any third party, including damage caused by animals, rodents, birds, pests or any other damage caused by external factors (i.e. not damage caused by issues inherent in the manufacturing of the product) and failure by you or any third party to operate or use the heat pump in accordance with the operating instructions will invalidate the guarantee.
14. The guarantee does not cover installation in mobile leisure accommodation vehicles – e.g. boats, caravans etc.
15. The guarantee does not cover consequential losses relating to any other costs or expenses caused by or arising because of the breakdown of the heat pump.
16. All installation-related, non-heat pump or external system fault calls will result in the engineer's visit becoming chargeable to you and could also invalidate your guarantee.
17. Health and safety is paramount to us and if our engineers cannot gain safe access to the heat pump or an engineer cannot gain access to the property then our abortive charge may apply.
18. You may be required to pay a refundable deposit in respect of an engineer’s visit, which will be returned in full if the diagnosed fault is covered by the guarantee.
19. If any employees or agents, acting on behalf of the Vaillant Group, encounter any verbal abuse, physical abuse or any other harm during the administration of the terms of this guarantee or other related services provided, Vaillant reserves the right to invalidate the guarantee and refuse further attendance to any property or product at its discretion.
20. This guarantee is in addition to, and does not affect, your statutory rights in relation to any product that is faulty or not as described. More information on your statutory rights can be obtained from Citizen's Advice at https://www.citizensadvice.org.uk/.
21. The use of any non-genuine Vaillant spare parts in any repair may invalidate the guarantee.
22. In registering this guarantee, please note that Vaillant will share your personal data with its business partners to assist with the administration of the guarantee.
23. The guarantee is provided to you by Vaillant Group UK Limited (registered in England and Wales with Company Registration No. 00294316) of Nottingham Road, Belper, Derbyshire, DE56 1JT. Should your heat pump develop a fault please contact your original installer or alternatively contact Vaillant Group Service on 0330 100 3540.
24. The guarantee is valid for installation in domestic dwellings only in the United Kingdom** and the Republic of Ireland, Isle of Man and Channel Islands.
25. The terms of this guarantee are subject to the laws of England and Wales and any dispute arising from this guarantee shall be decided under those laws and before a court or tribunal in England.
*Or its equivalent body
**Excludes the Highlands and Islands as defined: KW15, 16 & 17, HS 1,2,3,4,5,6,7, 8,9, PH42, 43, 44,
PA41, 42,43,44,45,46,47,48,49,60 ,61,62, 63, 64, 65, 66, 67, 68, 69, 70,71,72,73,74,75,76,77,78,