Rendesco Care Terms & Conditions
Version 10, 16 October 2026
These are the terms on which Rendesco Limited (company number 08191027) of 14 Rodney Road, Cheltenham, GL50 1JJ, UK (“Rendesco”, “we”, “us”) provides the Rendesco Care plan (“Rendesco Care” or the “plan”). These terms, the plan information and the “what’s covered / what’s not covered” information shown to you before you sign up, and our sign-up confirmation, form the contract between you and Rendesco. Where your heat pump was supplied and installed by Rendesco, its warranty is set out in a separate document, the Rendesco Warranty Terms, which refers to this plan. Nothing in these terms affects your legal rights as a consumer.
Which parts of these terms apply to you
- If your home is on a Rendesco heat network and your heat supply agreement includes Rendesco Care (a “Network Home”): the plan is included in your heat supply charge. You do not pay the plan price, and clauses 7 to 9 (term, payments and cancellation) do not apply to you; your plan runs for as long as your heat supply agreement includes it. You still need to register (clause 3) so that we have your details and can provide the services.
- If your heat pump was supplied and installed by Rendesco but your home is not a Network Home: you pay the plan price, and keeping your plan continuous is a condition of the extended warranty in the Rendesco Warranty Terms.
- If your heat pump was installed by someone else: you pay the plan price. The plan gives you servicing, support and member rates. There is no Rendesco warranty on your equipment.
Your plan at a glance
- Price: £16 a month, or £175 a year if you pay for the year up front (saving £17 against paying monthly). Prices include VAT. Network Homes: included in your heat supply charge.
- Minimum term: 12 months. After that, monthly plans continue month to month until you cancel; annual plans renew for a further year unless you cancel (clauses 7 and 9).
- Eligibility: heat pump systems with an output of 20kW or less, installed by Rendesco or by someone else, subject to our acceptance (clause 3).
What’s covered
- A service of your heat pump system once in every two years of continuous cover, carried out by our engineers (clause 5).
- 24/7 telephone support, and emergency response targets: we aim to respond to an emergency (no heating or no hot water, or a safety risk) within 12 hours, and within 6 hours where a vulnerable person lives in your home. There is no fixed response time for non-emergency requests (clause 5).
- Member rates for call-outs, labour and parts (see Charges below).
- For heat pumps supplied and installed by Rendesco: valid warranty repairs are carried out under the Rendesco Warranty Terms at no charge for the call-out, labour or parts (clause 4). Keeping your plan continuous is a condition of the extended warranty.
- Optimisation, where you have a battery or energy storage system supplied and installed by Rendesco (clause 6).
- Remote monitoring and diagnostics of your system where it is connected to our monitoring platform (clause 5).
What’s not covered
- Rendesco Care is a service plan, not insurance. It does not pay for repairs or replacements. Call-outs, repairs, replacement parts and replacement equipment are not included in the plan price, other than valid warranty repairs on Rendesco-installed equipment under the Rendesco Warranty Terms; where we can help, member rates apply.
Also not covered:
- Consumables and items that wear in normal use, such as filters, strainers, fuses, glycol or antifreeze top-ups and controller batteries (charged at member rates).
- Radiators, underfloor heating, pipework, hot water cylinders, immersion heaters and other parts of your heating or hot water system that are not part of the heat pump system we accepted onto the plan.
- Your home’s electricity supply, wiring and consumer unit, water supply, broadband or Wi-Fi.
- Faults that existed before you joined, including anything we identify at your first service or visit (clause 3.4).
- Cosmetic damage that does not affect how the system works.
- Call-outs where our engineer finds no fault, or where the issue could have been resolved by following our guidance in the app or on the phone (charged as a call-out at member rates).
- Work you ask us to do beyond the plan, such as upgrades, relocations or extensions to the system (quoted separately at member rates).
- Damage or costs caused by lack of regular maintenance or neglect.
- Damage or costs caused by accidental damage, malicious damage, misuse, incorrect settings you have applied, or any alteration, relocation or tampering.
- Damage or costs caused by repairs, maintenance or servicing by anyone other than Rendesco.
- Damage or costs caused by using the system for anything other than normal domestic heating, cooling and hot water, or outside its design parameters.
- Damage or costs caused by lack of power or water, electricity supply faults or surges, water contamination, scale, sludge or corrosion, freezing while the system was switched off, air pollution, or by fire, flood, storm, lightning or subsidence (your home insurance is designed to cover these events).
Charges
Prices include VAT. “Our cost” means the price we pay our supplier for the part, including delivery. A call-out charge covers the visit; labour and parts are charged in addition, and we will tell you the likely cost before starting chargeable work. For heat pumps supplied and installed by Rendesco, there is no call-out, labour or parts charge for a valid warranty repair (clause 4). If our engineer finds that a fault is not covered by the warranty, member rates apply. We may change member and non-member rates for future work by giving you at least 30 days’ notice (clause 11).
1 Contract
1.1 These terms, the plan information and the “what’s covered / what’s not covered” information shown to you before you sign up, and our sign-up confirmation, form the contract between you and Rendesco for the Rendesco Care plan.
1.2 Your contract starts when we send you confirmation that we have accepted your sign-up. We may ask for information about your heat pump and your home before we accept, and we may decline (clause 3).
1.3 Where your heat pump was supplied and installed by Rendesco, your warranty is governed by the Rendesco Warranty Terms, not by this plan. We will confirm your warranty registration separately. If anything about the warranty in this plan conflicts with the Rendesco Warranty Terms, the Rendesco Warranty Terms apply.
1.4 If you are the owner of a Network Home, your heat supply agreement includes Rendesco Care. If anything in these terms conflicts with your heat supply agreement, your heat supply agreement applies.
2 Your obligations
2.1 You must keep your contact information with us up to date.
2.2 You must tell us if you sell your home or move out, so that we can transfer or end your plan (clause 12).
2.3 You must give us safe and reasonable access to your home and your equipment at the times we agree with you, and keep the area around the equipment clear and safe to work in.
2.4 You must pay the plan price and any charges for work we do at member rates on time, unless you are the owner of a Network Home, in which case the plan price is part of your heat supply charge.
2.5 You must look after your system: use it as intended for normal domestic purposes, follow the user instructions and any reasonable instructions we give you, keep it connected to power, water and (where fitted) the internet, tell us promptly about any fault or warning, and not let anyone other than Rendesco repair, service, alter or move it.
2.6 You must give us accurate information when you sign up and when you report a fault, and tell us if anyone in your home is a vulnerable person (clause 5.4).
2.7 If you do not meet these obligations we may suspend the plan, or cancel it under clause 9.7 after giving you notice and a reasonable opportunity to put things right, and we may charge you at member rates for a wasted visit (for example, where we cannot get access at an agreed time and you did not tell us in advance). We will not treat a minor or one-off breach as a reason to cancel.
3 Eligibility and acceptance
3.1 Rendesco Care is available for heat pump systems with a heat output of 20kW or less that are used for normal domestic purposes. Your heat pump does not need to have been installed by Rendesco.
3.2 You can join at any time. If your heat pump was supplied and installed by Rendesco and your home is not a Network Home, you must have the plan in place within three months of your Start Date (as defined in the Rendesco Warranty Terms) and keep it continuous for the extended warranty to apply. For a Network Home this condition is met for as long as your heat supply agreement includes Rendesco Care.
3.3 Meeting the 20kW limit does not guarantee acceptance. We may decline to accept your system, or cancel your plan later, where in our reasonable opinion we cannot safely or properly service it, for example because of its make, model, age, condition, configuration, parts availability or accessibility, or because it fails a safety check. If we cancel for this reason we will refund the unused part of any period you have paid for, and you will not owe anything for the rest of your minimum term.
3.4 For heat pumps not installed by Rendesco, we may carry out an initial inspection. If we find faults or problems that need to be fixed before we can take on the system, we will tell you and give you the choice of having that work done at member rates or cancelling with a full refund of any plan price you have paid.
3.5 If your system is not connected to our monitoring platform, we will tell you at sign-up what is needed to connect it and whether there is a charge. Monitoring and optimisation are only available while your system is connected and online.
4 Warranty
4.1 This clause summarises how the plan works with the Rendesco Warranty Terms for heat pumps and other equipment supplied and installed by Rendesco. The Rendesco Warranty Terms govern your warranty; if there is any conflict, they apply.
4.2 Heat pumps we supply and install carry a standard warranty and, provided the plan is taken out within the period required by the Rendesco Warranty Terms and kept continuous (or your home is a Network Home), an extended warranty on the heat pump.
4.3 Other equipment we supply and install, such as batteries, energy storage systems, hot water cylinders and controls, carries the standard warranty set out in the Rendesco Warranty Terms.
4.4 If you report a fault with Rendesco-installed equipment that is within its warranty period, we will diagnose it, remotely where we can. If the fault is covered by the warranty, we will put it right under the Rendesco Warranty Terms and will not charge you for the call-out, labour or parts. If our engineer finds that the fault is not covered (for example, because it was caused by one of the exclusions in the Rendesco Warranty Terms, or the equipment is out of warranty), the visit is charged as a call-out at member rates and we will quote any further work at member rates before starting it. Where it is unclear at the time of the visit whether a fault is covered, we will not charge you for the diagnosis and will confirm the position in writing within 10 working days.
5 Our services and response times
5.1 Servicing. We will service your heat pump system once in every two years of continuous cover, at a time we arrange with you. Where your equipment was installed by Rendesco, we schedule services so that the servicing condition in the Rendesco Warranty Terms is met. A service includes the items listed in the Rendesco Warranty Terms (or, for other equipment, our standard service checklist); parts and consumables found to be needed are charged at member rates. If we cannot carry out a service because we cannot reach you or get access after two attempts, we do not owe you that service until you contact us to rebook, and your warranty may be suspended (see the Rendesco Warranty Terms).
5.2 Support and monitoring. You can call us 24 hours a day, every day. Where your system is connected to our monitoring platform, we monitor its performance and may contact you about faults or settings. Monitoring depends on your internet connection and the equipment’s connectivity, and does not guarantee that every fault will be detected or prevented.
5.3 Response times. An “emergency” means a total loss of heating or hot water, or a fault that creates a safety risk such as a water leak or an electrical fault. We aim to respond to an emergency within 12 hours, and within 6 hours where a vulnerable person lives in your home, by fixing the fault remotely or attending your home. These are targets, not guarantees. There is no fixed response time for non-emergency requests, which we deal with as soon as we reasonably can during working hours.
5.4 A “vulnerable person” means someone who depends on heating or hot water for their health or wellbeing, for example because of age, disability or long-term illness, or a very young child living in the home. Tell us when you sign up, or at any time, if this applies to your home; we may ask for information to support it.
5.5 If we fail to meet a response time target we will explain why and prioritise your request. If we fail to meet an emergency response time target on more than two occasions in any 12 months, you may cancel your plan without any early-exit charge and we will refund the unused part of any period you have paid for. Response time targets do not create a right to compensation beyond this, except where we have been negligent or have failed to carry out our services with reasonable care and skill, in which case your legal rights are not affected.
5.6 We are not responsible for delays caused by events outside our reasonable control, such as severe weather, parts not being available from suppliers, or access to your home not being available. We will tell you about the delay and do what we reasonably can to reduce it.
6 Optimisation (Rendesco
energy storage systems only)
6.1 Optimisation is included only where you have an energy storage system supplied and installed by Rendesco. If you do not, optimisation does not form part of your plan and the remainder of this clause 6 does not apply to you.
6.2 To provide optimisation we use the monitoring system connected to your equipment to collect performance, usage and consumption data through our platform and the Flow App.
6.3 You agree that we may receive diagnostic and other system performance data.
6.4 You agree to share performance data and accurate, up-to-date information about your energy tariff with us via the Flow App so that we can provide optimisation as a service.
6.5 You agree that we may access your energy storage system and heat pump remotely to control their operation through the Flow App or by other remote means, including charging or discharging the battery, starting or stopping equipment and changing its power consumption within its normal operating parameters (including the manufacturer’s specification), while maintaining any minimum temperature you set and your hot water needs. We will not knowingly operate your equipment in a way that is unsafe or would damage it. You can switch optimisation off at any time in the app or by contacting us.
6.6 The performance of energy systems cannot be predicted with certainty, due to variability in fuels and energy sources, climatic variations, local obstructions or environmental conditions, and differences from location to location. Any estimated savings figures you have been provided are for guidance only and are not a guarantee of performance.
6.7 You remain responsible for your energy tariff and your energy bills. Optimisation works on the tariff information you give us; if it is inaccurate or out of date, savings may be lower and we are not responsible for that.
6.8 We process data from your system in accordance with our privacy notice at [rendesco.com/privacy]. If you are not the owner of the equipment (for example, you rent your home), you confirm that you have the owner’s permission for us to monitor and control it.
7 Term
7.1 Your plan has a minimum term of 12 months from the start date in our confirmation.
7.2 If you pay monthly, after the minimum term your plan continues month to month until you or we end it under clause 9.
7.3 If you pay annually, at the end of each 12-month period your plan renews for a further 12 months unless you cancel under clause 9. We will send you a reminder at least 30 days before each renewal, in writing (for example by email), telling you the renewal date, the price for the next period and how to cancel. If your plan renews for a further 12 months, you have 14 days from the renewal date to change your mind; if you do, we will refund the renewal payment less a proportionate amount for the days of cover you have had.
8 Payments
8.1 You can pay monthly by recurring card payment (or by Direct Debit where we offer it), or annually in advance by card. If you pay annually you receive the annual price shown in the plan information (currently £175, saving £17 against paying monthly).
8.2 Prices include VAT. We will not increase the price during a period you have already paid for. We may change the price for future periods: for annual plans, from the next renewal, by telling you in the renewal reminder; for monthly plans, by giving you at least 30 days’ notice. If you do not want to pay the new price you may cancel before it takes effect without any early-exit charge, even during your minimum term.
8.3 If a payment fails, we will tell you and try again. If payment is still outstanding 14 days after the due date we may suspend the plan (including monitoring, optimisation and member rates) until you have paid. If it is still outstanding 30 days after the due date we may cancel the plan under clause 9.7. You remain responsible for any amounts due for the period before cancellation.
8.4 By giving us your card details you authorise us to take the payments due under these terms on or around each due date. You can change your payment method at any time in the app or by contacting us.
8.5 Charges for work at member rates are payable when the work is done, or within 14 days of our invoice if we invoice you.
9 Cancellation
9.1 Your right to change your mind. You can cancel within 14 days starting the day after your contract starts, without giving a reason, and we will refund everything you have paid within 14 days. If you asked us to start providing the plan during those 14 days (for example by booking a visit or connecting your system) and then cancel, we may keep or charge a proportionate amount for the period or services provided up to the point you told us, as consumer law allows.
9.2 Cancelling at the end of the minimum term or later. If you pay monthly, you can cancel at any time after the minimum term by giving us one month’s notice; your plan ends at the end of the monthly period following the one in which we receive your notice. If you pay annually, tell us at least 14 days before the renewal date and your plan ends on that date (see also the 14-day renewal cooling-off right in clause 7.3).
9.3 If you do not cancel in time, an annual plan renews for a further 12 months and we take the renewal payment on or around the renewal date, as set out in the reminder.
9.4 Cancelling during the minimum term. If you cancel during the minimum term for a reason other than those in clause 9.5, your plan ends when we receive your notice and you must pay the plan price for the rest of the minimum term (or we keep what you have already paid for it), because the minimum term is the basis on which the plan is priced and includes a service. We will not charge you more than that.
9.5 You can cancel without any early-exit charge, and we will refund the unused part of any period you have paid for, if: (a) we increase the price or change these terms to your disadvantage (clauses 8.2 and 11); (b) we decline or cancel your plan under clause 3.3 or 3.4; (c) you cancel under clause 5.5; (d) you sell your home or move out (clause 12); (e) the plan can no longer be provided because your heat pump has been removed or we cannot obtain parts for it; or (f) we are in serious breach of these terms and have not put it right within 30 days of you telling us about it.
9.6 How to cancel. You can cancel in the app, by emailing enquiries@rendesco.com or by calling 01242 698410, or by using the model cancellation form in our confirmation email. We will confirm your cancellation in writing.
9.7 Our right to cancel. We may cancel your plan by giving you at least 30 days’ notice in writing if: (a) you do not pay what you owe within 30 days of the due date (clause 8.3); (b) you seriously or repeatedly breach clause 2 and do not put it right within 14 days of us asking; (c) you or anyone at your home behaves abusively or threateningly towards our staff, or our staff cannot work safely at your home; (d) your system is altered, repaired or serviced by someone other than Rendesco; (e) you make repeated call-outs where no fault is found, after we have warned you in writing; or (f) clause 3.3 or 3.4 applies.
9.8 If we cancel under clause 9.7(a) to (e), you remain responsible for the plan price up to the end of the notice period and for any charges for work done. If we cancel for any other reason, we will refund the unused part of any period you have paid for and you will not owe anything for the rest of your minimum term.
9.9 Network Homes. Clauses 7 to 9 do not apply to the owner of a Network Home. Your plan runs for as long as your heat supply agreement includes Rendesco Care, and ends when that agreement ends or when you stop being the owner of the home.
9.10 When your plan ends we stop providing the services, we may disconnect your system from optimisation and remote control, and member rates no longer apply. Any warranty on Rendesco-installed equipment is affected as set out in the Rendesco Warranty Terms.
10 Our responsibility to you
10.1 We are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or failing to use reasonable care and skill. Loss or damage is foreseeable if it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen.
10.2 We do not exclude or limit our liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to our services, including the right to receive them with reasonable care and skill; and under the Consumer Protection Act 1987.
10.3 If we damage your home or property while carrying out our services, we will repair the damage or pay the reasonable cost of repairing it. We are not responsible for pre-existing damage, or for damage caused by a fault in your system that the plan does not cover.
10.4 We are not responsible for business losses. The plan is for domestic use; if you use your home or your system for business purposes we have no liability to you for loss of profit, loss of business, business interruption or loss of business opportunity.
10.5 We are not responsible for loss or damage caused by events outside our reasonable control, by your failure to follow these terms or our reasonable instructions, or by faults in your system that the plan does not cover (see “What’s not covered”).
10.6 Except for the liability described in clauses 10.2 and 10.3, our total liability to you for loss or damage arising under or in connection with the plan in any 12-month period is limited to £5,000 or, if higher, the total amount you have paid us under the plan in the 24 months before the event giving rise to the claim.
11 Changes to these terms
11.1 We may change these terms, the services or the charges for the following reasons: to reflect changes in law, regulation or guidance; to reflect changes in our costs (prices only, as set out in clause 8.2); to improve the services or the way we deliver them; to reflect changes to our systems, platform or suppliers; or to correct errors or make the terms clearer. We will give you at least 30 days’ notice of any change by email or app notification (and by post if we do not hold an email address for you).
11.2 If a change is to your disadvantage, you may cancel before it takes effect without any early-exit charge and we will refund the unused part of any period you have paid for (clause 9.5). If you do not cancel, the change applies from the date in our notice.
11.3 Changes that are purely to your benefit, or that we are required to make by law or by a regulator, may take effect immediately, and we will tell you about them.
12 Moving home
12.1 Tell us as soon as you know your completion or moving date. If you are selling, you can transfer your plan to the buyer with their agreement; otherwise your plan ends on the day you move out, with no early-exit charge, and we will refund the unused part of any period you have paid for. For heat pumps supplied and installed by Rendesco, the Rendesco Warranty Terms explain how the warranty passes to the new owner.
12.2 If you move to another home with a heat pump we can look after, you can take your plan with you; we may need to inspect the new system under clause 3.
12.3 Network Homes: your plan ends when you stop being the owner of the home, and the new owner receives Rendesco Care under their heat supply agreement.
13 Complaints and disputes
13.1 If something goes wrong, tell us: call 01242 698410, email enquiries@rendesco.com or write to us at the address above. We will acknowledge your complaint within [5] working days and aim to resolve it within [8] weeks. Please see our complaints procedure for more information.
13.2 If we cannot resolve your complaint, you may be able to refer it to an independent alternative dispute resolution body. If your home is on a Rendesco heat network, you can refer complaints about your heat supply or our service as a heat network supplier to the Energy Ombudsman (energyombudsman.org). Rendesco is a member of the Renewable Energy Consumer Code (RECC) and you can use RECC’s independent dispute resolution service for complaints that RECC covers. We will tell you which body applies when we respond to your complaint. Using these routes does not affect your right to go to court.
13.3 Nothing in these terms affects your legal rights as a consumer. Advice about your rights is available from Citizens Advice.
14 General
14.1 We may transfer our rights and obligations under these terms to another company in our group or to a business that takes over the plan, provided this does not reduce your rights or our obligations to you. We will tell you if we do. You may not transfer your plan to anyone else except under clause 12.
14.2 These terms are between you and us. No one else has any rights to enforce them, except that the owner of your home for the time being may rely on the Rendesco Warranty Terms as they provide.
14.3 If a court finds part of these terms unlawful, the rest will continue in force. If we do not insist straight away that you do anything you are required to do, or we delay in taking steps against you, that does not mean you do not have to do it or that we cannot take steps later.
14.4 These terms are governed by the law of England and Wales and you can bring legal proceedings in the courts of England and Wales. If you live in Scotland you can bring proceedings in the Scottish or English courts, and if you live in Northern Ireland in the Northern Irish or English courts; you also keep the benefit of any mandatory consumer protections of the law of the country where you live.
14.5 We will contact you using the contact details you give us, by email, app notification, text message, phone or post. Please keep them up to date (clause 2.1).