welcome to cozy comfort
A warm welcome to your newly installed renewable energy system! We're thrilled to have you as part of the Regen Renewables family. This guide explains everything you need to know about your Cozy Comfort Agreement, what the different packages include and what to do if you need to utilise your package.
It is important that you read these Terms & Conditions carefully, together with your CozyComfort Agreement
confirmation as these form the basis of your agreement with us. If anything is not correct on your agreement
confirmation or if you have any questions, please call 01327 577 385.
service plans
Regen Renewables can carry out your annual service for £350 or alternatively take out a service cover plan as below and provide you with peace of mind that your service is taken care of all year round and when you need it.
GOLD PLAN
£28.99
PER MONTH
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This covers the cost of your Annual Service, spread out over 12 months for your convenience.
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Annual Service
PLATINUM PLAN
£32.99
PER MONTH
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Everything covered (cylinder, rads, pipework, valves and electrical).
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£50 excess.
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£50 call out fee.
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Annual Service
DIAMOND PLAN
£44.99
PER MONTH
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Response within 24 hours
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Next day replacement of parts (if needed & dependent on delivery/availability).
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No excess.
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No call out fee.
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Annual Service
Terms & Conditions: Please note, a cancellation fee of £80 applies for any appointments cancelled within 24 hours of the scheduled date and time.
understanding these terms and conditions
"We", "us" and "our"
The terms “we,” “us,” or “our” refer to Regen Renewables Limited, the provider of services for you.
Regen Renewables Limited is authorised and regulated by the Financial Conduct Authority.
"You" and "your"
By "you" or "your", we refer to the individual(s) named on your confirmation, along with those who typically live in your home, such as tenants. Only the individual(s) named on the confirmation, or their spouse, legal partner, or authorised contact, have the authority to change or terminate the agreement.
Words in bold
Certain words and phrases we have used carry specific meanings. We have highlighted these terms in bold and provided their definitions below:
Definitions
Access and making good
Accessing the appliance or system and repairing any damage that might occur during the process. This involves replacing items such as cabinets or cupboards that were removed and filling in any holes that were created, ensuring a smooth surface.
Accidental damage
When you unintentionally cause your Heat Pump appliance or system to malfunction.
Agreement
These terms and conditions, together with your confirmation statement for each product you hold with us.
Annual service
A check each calendar year to ensure that your Heat Pump appliance or central heating is functioning safely and in accordance with applicable laws and regulations.
Home
The building, including any attached garage or conservatory where you reside or a residence you own, including holiday homes or rental properties.
Landlord
Someone who owns a property which they do not occupy, and which may be occupied by a tenant.
Managing agent
A person who provides managed services to a landlord in relation to one or more properties
Monitor/monitoring
Monitoring your Heat Pump data so we can identify when your Heat Pump is failing to produce heat or hot water.
Period of agreement
The day your agreement commences up until your agreement ceases, as detailed on your statement.
Replacement/replace/replacing
Where we replace your Heat Pump or contained parts with a Regen Renewables approved standard alternative. We will provide replacements with similar functionality but not necessarily an identical make and model or type of fitting. In the case of internet enabled Heat Pumps, replacements will only be from the Regen Renewables range.
Authorised contact
A managing agent, landlord, or any individual who you have authorised and who we have agreed can act on your behalf to make arrangements under your agreement in relation to a property.
Pump and controls
A single Heat Pump that is designed for domestic use and has a heat output capacity of up to 70kW incorporating the controls that make it work, including the programmer, any thermostats, motorised zone valves and central heating pump.
Pump data
The information we receive from your Heat Pump monitoring system.
Greener living powerflush
A method to remove sludge from your central heating system.
Central heating
The heating and hot water system on your property.
Including the expansion tank, radiators, bypass and radiator valves, system filters, warm air vents, cylinders, any immersion heater, and it's wired timer switch, and the pipes that connect them.
Cylinder/s
Tanks that store hot water.
Drains
The system of waste water pipes on your property.
Excess
The amount that you have chosen to pay towards each completed repair or replacement.
Sludge
The natural build-up of deposits in your Heat Pump or central heating system as it corrodes over time.
Confirmation
The document that outlines your package with us, the agreement's duration, your payment amount, and any additional excess or fixed fees.
Upgrades
Improvements that make your Heat Pump or system safer, or more efficient.
Repair(s)/repairing/repaired
To repair your Heat Pump or system after a specific fault or malfunction, excluding repairs that are only cosmetic (such as mould, dents, or scratches) or related to software issues that do not inhibit the primary function of your Heat Pump or system or compromise its safety.
Heat Pump
What’s covered
All repairs to:
A Heat Pump that's designed for domestic use and has a heat output capacity of up to 70kW;
The components that operate the Heat Pump, including the programmer, thermostats, motorised zone valves, and the central heating pump.
A replacement for your Heat Pump will be provided if we cannot repair it and it meets one or more of the following criteria:
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It's less than seven years old.
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It's between seven and ten years old, we installed it, and it has been continuously covered by us under either warranty or the Cozy Comfort Agreement.
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It caught fire or exploded, provided you granted us access to perform an annual service every calendar year.
A first or annual service.
If your home becomes uninhabitable or unsafe due to a fire or explosion involving your Heat Pump, we will cover up to £500 for alternative accommodation and travel expenses.
What is not covered
Damage resulting from lime scale, sludge, or other debris, if we have previously informed you that repairs or improvements are necessary, and you have not addressed them.
Controls specifically designed for underfloor heating. Replacing or replenishing your system inhibitor unless we have removed it.
Any part of your Heat Pump and controls which directly supplies a swimming pool.
Resetting your Pump controls or replacing the batteries.
Repairing or replacing your central heating system.
Central Heating
What's covered
All repairs to the heat and hot water system on your property:
Expansion tank, radiators, bypass and radiator valves
Cylinders and any immersion heater and it's wired in timer switch.
Any new pipework added during installation of your Heat Pump.
Replacement parts of your central heating if we are unable to repair them.
What is not covered
Damage resulting from lime scale, sludge, or other debris, if we have previously advised you to carry out repairs or improvements but you have not addressed them.
Repairs to showers, their components, and shower pumps.
Repairing or replacing taps.
Any parts that are designed specifically for underfloor heating.
The provision of curved or designer radiators that have developed faults, unless they were installed by Regen Renewables
Repairing or replacing electrical components in radiators or towel warmers.
Adding or replenishing your system inhibitor unless it has been removed by us.
Any part of your central heating which directly supplies a swimming pool.
Accidental damage.
Plumbing
What’s covered
All repairs to the plumbing system at your property including:
The hot water cylinder and cold water tanks including immersion heaters and radiator valves.
What is not covered
Shower components, shower pumps, sanitary ware, spa baths, seals, and grouting.
Any components intended to enhance your mains water pressure.
Water softeners, water filters, waste disposal units, and taps that provide boiling or filtered water.
Pipes carrying water between your residence and any separate structures on your property.
Swimming pools, fountains, ponds, or water features, garden irrigation systems, standalone garden taps, and the water pipes connected to or leading from them.
Rain water pipes and guttering.
Pipes that have frozen and require defrosting without any additional damage.
Any pipe that supplies water.
Water meters.
Plumbing in outbuildings will not be covered if the supply comes from a different mains connection than your home.
Repair and maintenance of devices installed in your plumbing system for leak detection are excluded.
Pump & Controls Breakdown
What’s covered
All repairs to:
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The Heat Pump installed by Regen Renewables on your property is intended for domestic use and has a heat output capacity of up to 70kW.
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The components responsible for operating the Heat Pump, such as the programmer, thermostats, and central heating pump, are covered.
Additionally, if we are unable to repair your Heat Pump and it is under seven years old, we will provide a replacement.
What is not covered
Damage resulting from lime scale, sludge, or other debris, if we have previously informed you of the need for repairs or improvements, and you have not addressed them.
Controls specifically designed for underfloor heating.
Replacement or replenishment of your system inhibitor, unless it has been removed by us.
Any part of your Heat Pump and controls which directly supplies a swimming pool.
Resetting your Pump controls or replacing batteries.
A first service or annual service.
Repairing or replacing your central heating system.
Central Heating Breakdown
What's covered
All repairs to:
The heat and hot water system on your property, including:
Expansion Tank, radiators, bypass and radiator valves.
Cylinders and any immersion heater and it's wired timer switch.
Any new pipework added during installation of your Heat Pump.
Replacement of parts of your central heating if we can't repair them.
What is not covered
Accidental damage
Damage resulting from lime scale, sludge, or other debris is not covered if we have previously informed you of the need for repairs or improvements, and you have not addressed them.
Repairing your showers, their components, and shower pumps.
Repairing or replacing air or ground source heat pumps.
Repairing or replacing taps.
Any parts that are designed specifically for underfloor heating.
Supply of curved or designer radiators that have become faulty, unless they were installed by Regen Renewables.
Repair or replacement of electrical elements in radiators or towel rails.
Refilling or replenishing your system inhibitor unless it has been removed by us.
General conditions
UK Law
Your agreement is governed by laws of the country where the property included in your agreement is located, whether it be in England and Wales or Scotland.
English Language
All communications we send to you, including the terms and conditions, will be in English.
Prices and price change
The price of your agreement is indicated in your confirmation. This price will remain fixed throughout the agreement period unless you modify your agreement or products, or if there is a change in the relevant tax rate by the Government. We will always notify you of any price changes.
Payments
Payment can be made monthly by direct debit or annually by bank transfer or card payments.
Recovering losses cause by third parties
If you make a claim under your agreement or product you must, at our request and expense do everything we reasonably require enabling us to recover losses we become entitled to from other parties, following our repair or replacement. We may require you to conduct such actions before or after we carry out any repair or replacement.
Your Agreement
Keeping us up to date
You are responsible for updating us regarding any changes to your contact information, such as your phone number, address, or email. If you replace a Heat Pump or appliance that we cover, you must notify us of the new make and model, so we can determine if it qualifies for coverage. If we are unable to cover the new Heat Pump or appliance, we may need to cancel or modify your product.
Additionally, it is your responsibility to check if you still require the same level of coverage, especially if your new Heat Pump or appliance includes a manufacturer's warranty.
Missed/late payments under your agreement
Prior to scheduling your repair or visit, we may request you to settle any outstanding payments.
Accessing your property
Our engineers will only conduct work on your property in the presence of an adult (aged 18 or older) for the duration of the visit. It is your responsibility to provide access to the property. If access cannot be granted, we will be unable to complete the work, and a £80 surcharge will apply for each missed appointment.
Authority to carry out work
If you are not present at the property during the engineer's visit, you must ensure someone else is there to provide instructions on your behalf and collect any job sheets or advice the engineer laves. As a tenant, it is your duty to secure any necessary approval from your landlord to instruct our engineer and to relay any job sheets or advice from the engineer back to the landlord. Additionally, you are responsible for obtaining consent from any relevant third parties, such as a neighbour, if you share any facilities like a water supply pipe or driveway with them.
Working in dangerous or unsafe conditions
We will not initiate or proceed with any work in your home if we determine there is a health and safety risk present. This includes situations involving hazardous chemicals, pest infestations, or instances of verbal or physical abuse, or harassment. We will only return to complete the work once the risk has been eliminated. If asbestos removal is necessary before we can repair your Heat Pump, appliance, or system, you must arrange for its removal with a qualified contractor at your own expense and provide us with a Certificate of Reoccupation upon completion.
Authorised contacts
If you wish to designate an authorised contact, it is your responsibility to provide us with this information so that we can record it in your agreement.
Under warranty
If a third-party warranty covers your Heat Pump, appliance, or system, it is your responsibility to ensure that any work we perform does not impact that warranty.
Your first service counts as an annual service for your heat pump and central heating.
If your product:
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Includes repairs and has an excess or fixed fee you will be required to pay this before we repair it; or
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Where your contract is for service only, our engineer may provide you with a quoation for the required work.
Annual service
We will contact you or your authorised contact via email, letter, text message or phone to schedule your annual service. Up to three attempts will be made to reach you. If we do not receive a response fro you after the third attempt or if you are not present at the property when our engineer visits, we will not attempt to schedule another appointment and will not reimburse you for the missed annual service. You are still able to contact us at any time to arrange this to be done.
Your annual service may occur more than-less 12 months following your recent service visit.
We prioritise malfunctions and may need to reschedule your annual service during periods of high demand for our services, such as cold weather, on a local or national scale.
Your initial service is considered an annual service for central heating and heat pumps.
Tenants or letting agents arranging visits.
Your tenants or letting agents can call us directly to arrange an engineer's visit.
It remains the landlord's responsibility to obtain any job sheets or advice that the engineer provides to that person.
Reasonable timescales
We will endeavour to conduct repairs or visits under your agreement within a reasonable timescale, except in circumstances outside of our control. In such circumstances, we will notify you as soon as possible and rearrange the appointment.
Making repairs
Excess or fixed fee
Your confirmation details the excess or fixed fee you've agreed to pay for each repair or replacement of your appliance, regardless of whether you report a fault or we identify one during an annual service.
If the issue is connected to a repair we completed for you within the previous twelve months, you will not be required to pay another excess or fixed fee. Our engineer will apply their professional expertise to determine if a fault is linked to a previous one.
When scheduling your repair, we will request to validate (pre-authorise) your debit or credit card for any applicable excess or fixed fee. If you are a landlord, this can be done by you, your tenants, a managing agent, or anyone else, provided the cardholder is present to authorise the card's use. We will not process the charges until the repair is complete.
When we have reason to believe that the occupants of the property are vulnerable or at risk, we will at our discretion, arrange for an engineer to visit even if we have not been able to pre-authorise a debit or credit card.
we will then provide you with an invoice for the excess or fixed fee after the repair has been completed.
Safety advice
From time to time, we may notify you that your heat pump, appliance or system requires permanent repairs or improvements which are not covered by your agreement in order to operate safely. For example, if your ventilation fails to meet current gas safety regulations. If you do not follow this advice, it may affect the cover provided with your agreement, however your agreement will remain in force until either party change or cancel it.
Gaining access and making good
In addition to the cost of parts and labour, our packages cover up to £1,000 for gaining access and making good but this does not apply to the heat pump which should be readily accessible for inspection and maintenance in accordance with the Heat Pump's manufacturing guidelines.
We will not be responsible for repairing any pre-existing damage, nor will we replace or restore the original surface or coverings, for example, tiles, floor coverings, decoration, grass or plants.
Replacement parts
We will endeavour to source replacement parts from the original manufacturer or our approved suppliers. We will endeavour to provide replacements with similar functionality but not necessarily the same features or an identical make and model or type of fitting.
Twelve month guarantee
We guarantee to repair or replace any faulty parts we've supplied or repair any faults arising directly from the work that we've done for the period twelve months from the date of completion.
This doesn't affect your statutory rights under the Consumer Rights Act 2015, if applicable, and any laws that replace it.
You can obtain independent advice regarding your consumer rights, from Citizens Advice or Trading Standards.
Confirming the age of your appliances
If your product includes replacing appliances our engineer will estimate its approximate age. If you do not agree with this estimation, you'll need to provide either the original 'from new' receipt, a dated guarantee or proof of installation date.
Curved or designer radiators
If your product includes cover for central heating it does not include replacement of curved or designer radiators.
In such instances, we can either:
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Replace it with a standard radiator;
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We can install a curved or designer radiator supplied by yourself, however in such cases we can only accept responsibility for installation and take no responsibility for any manufacturing faults in the radiator itself.
By designer radiator, we refer to artistic design or intricate shape or materials.
General exclusions
Who can benefit from this agreement?
Your agreement can only benefit you
Cash in lieu
Cash will not be given to you in lieu of performing yearly maintenance, repairs, or replacements.
Domestic use
Your product only provides cover for your property if it is used for regular day-to-day living activities, including use for home office or activities of a domestic nature, including renting, but explicitly not where the main purpose of the property is for commercial purposes.
Pre-existing faults
Your products do not include cover for any faults or design faults that:
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Were already present when your heat pump, appliance or system was installed;
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Existed when you took out the product;
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If the work was done by a third party and we believe that the quality of that work was not met with the standard required;
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If we have previously advised you of a fault and you have not remedied it;
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Where we could not reasonably have been expected to be aware of, for example, faulty pipes that do not have the correct protection, or pipes which are concealed or buried under concrete floors;
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Access has been prevented because a part of your system has been permanently built over or concealed.
Work carried out by anyone but us
We will only cover accidental damage if this is included in your chosen product.
Your product does not include cover for damage caused to your Heat Pump, appliance or system if the work was completed by another contractor, or if the work was not completed properly.
Deliberate damage or misuse
We will not repair or replace any components that have been intentionally damaged or misused. Utilising their professional expertise, our engineer will ascertain the way the damage was caused.
Damage linked to the supply of your gas, water or electricity
We are unable to rectify any damage that is the result of changes, or issues with, the supply of your gas, water or electricity.
External water supply stopcock
If we are unable to turn off the external water supply stopcock to your residence to complete your repair, it is your responsibility to contact your water supplier and request that they do so.
Damage covered by other insurance
Your product does not cover the repair or replacement of any damage caused by extreme weather, flooding, water escape, structural issues, fire, or explosions, or any other type of damage that is typically covered by domestic insurance, unless your product specifically includes this. If your product indues any specific items that are also covered by your household insurance, we are only responsible for our fair share.
Software internet communications or radio signals
We are not liable for any loss or damage resulting from malicious, inappropriate, or unintentional interference with the software, internet communications, or radio signals of any Heat Pump, controls, device, or system that is subject to this agreement.
Communication connections
Your internet connection and the data transmission to or from any Heat Pump, appliance, device, or control system are not our responsibility. Additionally, we are not liable for the repair or replacement of any network hub, smart speaker, voice-controlled equipment, or any smart functionality, such as connectivity to or from your thermostat, radiator valves, or mobile devices.
Any other loss or damage
We are not liable for any loss, damage, or cleaning of the property, furniture, or fixtures that occurs as a result of your Heat Pump or system malfunctioning, unless we are the cause. For instance, water leakage may result in property damage. We are also not liable for any losses that may arise because of delayed, rescheduled, or cancelled appointments.
Making improvements
Your product solely covers the repair or replacement of your Heat Pump or system when it ceases to function properly. It does not include any upgrades or improvements, such as the replacement of functioning radiators, the substitution of standard radiator valves with thermostatic ones, or the replacement of electrical cables and fuse boards that are still operational.
Steel or iron pipes
We will not repair or replace steel or iron pipes with the exception of:
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Your water supply pipe from the boundary of your property to your home;
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Your soil stack/vent pipe where these are specifically covered by your agreement.
Energy/central heating management systems.
save time & avoid fees
To make things a little easier (and save you the cost of unnecessary callouts, we've made a series of quick, helpful videos covering the most common issues our customers face which you can fix yourself in just a few minutes.
These step-by-step guides are designed to get you back up and running without the wait.