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Terms & Conditions
Service Agreement Nature
This agreement is a service and maintenance agreement and does not constitute an insurance policy or insurance-backed product.
Company Details & Contact Information
Nexgen Protect products are supplied by Nexgen Property Solutions Ltd. Website: www.nexgenstoke.com. General enquiries and correspondence should be directed to [email protected].
Coverage Address & Eligibility
Cover is provided solely for the property address registered at the start of the contract. The service is available to homeowners and private residential landlords only. Houses in Multiple Occupation (HMOs) and commercial premises are expressly excluded from this agreement.
Product Scope
These Terms & Conditions apply exclusively to the following products supplied and tendered for by Nexgen Property Solutions Ltd:
1) Nexgen Protect Essential Boiler Cover
2) Nexgen Protect Premium Boiler Cover
3) Nexgen Protect Comprehensive Boiler Cover.
Group Structure & Liability Limitation
Nexgen Property Solutions Ltd operates as part of Nexgen Corporation Limited. Contractual documents, confirmations, and signature requests may be issued and administered via Nexgen Property Management Ltd, which also forms part of the Nexgen Corporation Group. For the avoidance of doubt, no other company within the Nexgen Corporation Group shall be liable for the performance of this agreement, which is entered into solely with Nexgen Property Solutions Ltd.
Contract Start & Term
The contract commences upon receipt of the first monthly payment and runs for a minimum term of 12 months.
Cooling-Off Period
Statutory cooling-off rights apply only where no service, inspection, call-out, or claim has been made. Once any service is used, cooling-off rights are deemed waived.
Payments & Late Fees
Customers are responsible for ensuring payments are made on time. Missed or late payments may result in suspension of cover and incur a £15 late payment fee (inc VAT).
VAT
All prices, fees, excesses, and charges include VAT unless otherwise stated.
Unlimited Call-Outs (Fair Use)
Unlimited call-outs are provided on a fair use basis. Excessive or unreasonable usage may result in charges, refusal of service, or contract termination.
Boiler Age, Surcharges & Excess Fees
Plans apply to boilers under 10 years old. Boilers aged between 10 and 15 years incur an additional £3 per month surcharge on the selected plan. Boilers aged over 15 years incur the same additional £3 per month surcharge on any plan selected and are also subject to an £80 excess fee per claim or call-out.
Pre-Existing Faults
Customers confirm no known faults exist unless declared. Pre-existing or previously worked-on issues are excluded until rectified at the customer’s cost.
System Cleanliness
Systems must be clean, reasonably maintained, and free from excessive sludge. Sludge-related faults and any resulting damage are not covered.
Drainage & External Works Exclusion
This agreement does not include drainage, drains, or drain-related issues of any kind. Cover applies to internal works within the property only. External pipework, underground services, and drainage systems are expressly excluded.
Powerflushing
Nexgen does not offer powerflushing services. Any fault requiring powerflushing or chemical cleaning falls outside the scope of this agreement.
Scope of Cover
Parts are covered for boiler and associated controls only. System components are labour-only unless expressly stated.
Defined Boiler Components (Conventional Systems)
For conventional boiler systems, the following components are deemed part of the boiler where necessary for operation: motorised valves (S-Plan or Y-Plan), external heating pump, cylinder thermostat, feed and expansion tank components, cold water storage tank ball valves and floats, and timers.
Access Works & Additional Charges
Any works required to gain access to a fault, defect, or leak — including but not limited to opening walls, floors, ceilings, or dry-lined surfaces — are not included under this agreement. Where such works are required, the customer must approve and sign an additional works order prior to commencement. This applies equally to non-contracted or chargeable works.
Parts Cap
During the first 12 months of the agreement, parts claims are capped at £300 in total and only apply after the first three (3) months of cover.
Controls
Controls are covered on a like-for-like replacement basis only. Upgrades or enhancements are chargeable and quoted separately.
Right to Refuse
All claims are assessed on a case-by-case basis. Nexgen reserves the right to refuse repairs deemed uneconomical or where the terms of this agreement have not been met. In such cases, the agreement may be terminated without reimbursement.
Upgrades
Nexgen may recommend boiler or system upgrades where considered beneficial. Any such upgrades are optional and will be quoted separately.
Parts Availability
All parts are subject to availability. Nexgen accepts no liability for delays, consequential loss, or inconvenience caused by supply issues.
Access & Abortive Visits
Customers must provide safe, clear, and unrestricted access. Abortive or missed visits may be chargeable.
Unsafe or Illegal Installations
Nexgen reserves the right to refuse work on unsafe or non-compliant systems and is legally obligated to report illegal gas work where required.
RIDDOR & Safety Reporting
Nexgen has a legal duty to report dangerous situations and RIDDOR-reportable events without prior notice to the customer.
Boiler Service Entitlement
One boiler service is included per 12-month agreement, provided the full contract term is completed. No refunds are due for
unperformed services following early termination.
Service Scope
A boiler service includes a visual safety inspection, flue gas analysis, and system operation testing. A full system walk-through may
or may not be carried out at the attending engineer’s discretion.
Right to Refuse Inspection
Inspection may be refused where access is restricted, unsafe, or unsuitable. Loft-mounted boilers must have suitable ladder access,
lighting, flooring, and handrails. Final access decisions are subject to engineer risk assessment.
Animals
Customers must ensure animals are suitably managed. Any injury or loss caused by failure to do so is the sole responsibility of the
customer.
Booking Responsibility
Customers are responsible for booking services when due. Nexgen accepts no liability for missed services and no refunds will be
issued.
Early Termination Charges
0–3 months: 75%, 3–6 months: 50%, 6–9 months: 25%, 9–12 months: 10% of the total annual plan cost selected at contract commencement.
Complaints Handling Procedure
Any complaints should be submitted in writing to [email protected]. All complaints will be acknowledged and reviewed
within a reasonable timeframe. We aim to resolve complaints fairly and promptly.
Amendments to Terms & Conditions
Nexgen reserves the right to amend or update these Terms & Conditions at any time. Changes take effect upon publication on the
company website. Customers are responsible for reviewing updates. Continued use constitutes acceptance.
Force Majeure
Nexgen is not liable for delays or failure caused by events beyond reasonable control.
Governing Law
This agreement is governed by and construed in accordance with the laws of England and Wales.
Version 5.3 – Last updated 19 January 2026
