Diamond Green Energy Ltd will provide the services and benefits described in this cover:
- During the period of cover
- Within the geographical limits
- Following payment of the premium
We will provide services and benefits based on the details you have supplied and subject to these Terms and Conditions. Please read them carefully to ensure this cover meets your requirements. Your cover consists of your application, these Terms and Conditions (“the Cover”), and your cover schedule. These Terms and Conditions are written in English and all correspondence will be conducted in English.
The period of cover will begin 30 days after the date on which you agree to the care plan service, accept these Terms and Conditions, and successfully set up and maintain a Direct Debit mandate with us. If the Direct Debit fails, is cancelled, or cannot be collected, cover will not commence or may be suspended.
During this initial 30-day period, we may arrange an inspection of your system to determine suitability for cover. If your system fails the initial inspection, you will be charged for a standard service at our current rates, payable upon invoice. If we determine that the cover is not suitable, we will notify you. If we do not notify you or carry out an inspection within 30 days, cover will automatically commence after the 30-day period. You will not have access to cover during this initial 30-day period.
You are agreeing to purchase a 12-month care plan (“the Term”). If notice of cancellation is not provided at least 28 days before the end of the Term, the contract will automatically renew for a further 12-month period and will continue to renew annually unless terminated. You authorise us to continue collecting payments via Direct Debit upon renewal. Continued payment constitutes acceptance of the renewed contract and any updated pricing. If you wish to terminate the contract, you must provide at least 28 days’ written notice prior to renewal. During the notice period, cover will remain active and payments will continue to be due.
The purpose of this cover is to provide performance monitoring and maintenance of your heat pump system to ensure efficiency, safety, and optimal operation. This is a service-only plan and does not include any obligation to attend breakdowns, faults, or emergency callouts.
Definitions
Application: Your request for cover made via our website or online application form.
Heat Pump System: An air-to-water air source heat pump system including outdoor unit, indoor components, controls, pipework, and associated electrical components installed at your property. This plan does not apply to ground source heat pumps or air-to-air systems.
Contract: These Terms and Conditions together with the selected cover level.
Geographical Limits: Mainland Great Britain. Certain areas may be excluded and will be confirmed at application.
Home: Your private domestic residence.
You / Your: The person named on the cover schedule.
We / Us / Our: Diamond Green Energy Ltd.
Period of Cover: The period shown on your schedule, commencing no earlier than 30 days after acceptance and following inspection.
What is Covered
1.1 Heat Pump Performance Plan
Annual Heat Pump Service & Performance Check includes:
- Full annual service for a single air source heat pump
- Condenser cleaned and inspected to maintain performance
- Key components checked for safety and efficiency
- Heat pump system check to ensure efficient operation
- Controls checked for correct settings and operation
Exclusions
We do not cover:
- Any repairs, faults, defects, or system failures
- Attendance to breakdowns, faults, or emergency callouts
- Cosmetic issues or non-operational faults
- Systems not installed or approved by us unless agreed in writing
Parts and system exclusions include:
- Any parts, components, or materials
- Refrigerant recharges or system re-gassing
- System upgrades, redesigns, or capacity changes
- Labour is not included for any repairs, fault finding, or upgrades. This Heat Pump Performance Plan is a service-only plan and does not include repair labour under any circumstances
- We have no obligation to diagnose faults or system issues under this plan
Requesting Assistance
To request a visit or service, contact us on 01329 234 111 quoting your cover number.
- We aim to attend within 14 working days during standard working hours, from the point of first contact during working hours, subject to demand, access, and operational constraints
- This plan provides services during standard working hours only (Monday to Friday, 8am to 5pm) and does not constitute a 24-hour or emergency callout service. We have no obligation under this plan to attend or resolve system faults, failures, or breakdowns.
An adult (18+) must be present during any visit.
About Your Cover
- Cover applies only to systems listed and registered at the time of application
- Cover is not transferable
- Monthly payments are taken in advance
- Failed Direct Debits incur a £10 charge and may result in suspension of cover
- Prices may be increased at renewal. We will provide at least 28 days’ written notice prior to renewal
Annual checks are typically carried out within each 12-month period, scheduled by us and subject to operational requirements.
- If you opt out of communications or notifications (including email, SMS, or phone), you accept that we are not responsible for contacting you to arrange your annual service. It is your responsibility to contact us to book. No refund or credit will be given where a service is missed for this reason
- Access to equipment: Your heat pump system must be safely accessible using standard access methods. Where additional access equipment (such as scaffolding or specialist access equipment) is required, additional charges will apply. We reserve the right to refuse access where conditions are unsafe
Complaints
Write to: Diamond Green Energy Ltd, Unit 4 Apex Centre, Fareham, PO14 1TP Email: info@diamondgreen.energy
We aim to resolve complaints within 4 weeks.
Cancellation
You may cancel within 14 days for a full refund.
After this period, cancellation takes effect at the end of the Term unless otherwise agreed by us in writing.
If you cancel within the 12-month Term, or if you stop or fail to maintain Direct Debit payments, we reserve the right to:
- Invoice you for the remaining balance of the Term; and
- Recover the full cost (at our standard rates) of any labour, parts, or services provided under the plan, including any recovery or administrative costs incurred
These charges represent a genuine pre-estimate of loss incurred by us and are not intended to operate as a penalty.
We may cancel the contract if:
- False information is provided
- Payments are missed
- Safety recommendations are ignored
- Misuse or excessive use of the service occurs
- It becomes unsafe or uneconomical to continue providing cover
Data Protection
We process personal data in accordance with GDPR. Full details are available in our Privacy Policy at diamondgreen.energy/privacy.
We may record communications and use data to administer your account.
Liability
Nothing in this agreement limits or excludes liability for death or personal injury caused by negligence, or for fraud.
We are not liable for:
- Indirect or unforeseeable losses
- Events outside our control
- Losses that could have been avoided
- Business-related losses
General (Severability)
We may amend or transfer this contract with notice.
If any provision of this contract is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
No failure or delay by us in enforcing any term shall be deemed a waiver of our rights.
Contact: Diamond Green Energy Ltd (Company No. 7512244) Registered Office: Unit 4 Apex Centre, Speedfields Park, Fareham, PO14 1TP Website: diamondgreen.energy Email: info@diamondgreen.energy Phone: 01329 234 111