1. Definitions

1.1 Service Plan means a prepaid annual maintenance plan or monthly subscription plan, depending on the option selected at purchase.

1.2 Customer means the person or organisation entering into the Service Plan.

1.3 Property means the installation address registered at the time of subscription.

1.4 Units means the number of macerator or pumping systems covered under the subscription.

2. Eligibility

2.1 The Service Plan is available to both:

• domestic customers at residential properties; and
• commercial customers at business premises.

2.2 Pumpmaster reserves the right to refuse or withdraw a Service Plan where:

• the installation is unsuitable, unsafe, or non-compliant;
• the system type falls outside our service scope;
• access or operational requirements cannot be met.

3. Scope of the Service Plan

3.1 The Service Plan provides one preventative maintenance service visit per 12-month subscription period.

3.2 A service includes inspection, cleaning, and descaling of the unit, where required based on condition and usage.

3.3 Where multiple units are covered, all units will be serviced during the same visit unless otherwise agreed.

3.4 The Service Plan is a maintenance plan only and is not:

• insurance;
• a breakdown cover policy;
• a guarantee against failure.

3.5 The following are not included:

• repairs or fault diagnosis beyond routine servicing;
• replacement parts beyond routine service components;
• drainage or plumbing works;
• emergency or out-of-hours call-outs.

3.6 Any additional work identified during a visit will be quoted separately.

3.7 Routine service components such as membranes, carbon filters and similar consumable parts may be included where required during routine servicing, at Pumpmaster's discretion.

3.8 The Service Plan assumes normal use and reasonable maintenance of the system by the Customer. Where excessive wear, misuse, neglect, or lack of appropriate maintenance is identified, Pumpmaster reserves the right to charge for replacement parts and additional work.

3.9 Regular descaling and appropriate preventative maintenance are required to minimise limescale build-up. Where issues arise due to untreated limescale build-up, Pumpmaster reserves the right to treat any resulting repairs or part replacements as chargeable.

3.10 Repeated replacement of the same component may be treated as a non-routine repair and may be chargeable.

4. Cooling-Off Period

4.1 Where the Plan is purchased at a distance (online or by telephone), a 14-day cooling-off period applies.

4.2 If cancelled within this period:

• all payments will be refunded provided no service has been delivered;
• any promotional incentives may be deducted.

4.3 Promotional deductions may include:

• discounted service value;
• complimentary products (e.g. descaler);
• any other joining incentive.

4.4 Where the value of incentives exceeds payments made, Pumpmaster reserves the right to recover the value of any incentives provided.

5. Minimum Term and Renewal

5.1 The Service Plan requires a minimum commitment of 12 monthly payments.

5.2 After the initial term, the Plan will automatically continue on a rolling annual basis.

5.3 Cancellation requires a minimum of 30 days' notice prior to renewal.

5.4 If the Plan is cancelled after the 14-day cooling-off period set out in clause 4 but before completion of the initial term, the remaining balance becomes payable.

6. Service Entitlement

6.1 Each subscription includes one service per 12-month period.

6.2 Where the Plan is taken out during or immediately after a service visit, that visit is treated as a separate transaction and does not count towards the Service Plan entitlement.

6.3 Where the Plan is purchased independently of a service visit, the included service may be booked at any time during the 12-month subscription period. Customers remain liable for all 12 monthly payments regardless of when within the period the service is delivered.

6.4 Services must be booked in advance and are subject to availability.

6.5 Unused service entitlement does not roll over into future periods.

7. Property and Unit Coverage

7.1 The Service Plan applies only to:

• the Property recorded at the time of purchase; and
• the number of Units specified under the subscription.

7.2 The Plan is non-transferable between:

• properties;
• installations;
• customers.

7.3 If the Customer moves property, the Plan will continue only in respect of the original installation until the end of the current term.

7.4 Any new property or installation requires a separate Service Plan.

8. Commercial Plans (Additional Conditions)

8.1 Commercial Service Plans may be subject to:

• higher usage environments;
• increased wear and servicing requirements;
• site-specific access or compliance requirements.

8.2 Pumpmaster reserves the right to:

• define service scope based on site conditions;
• limit or adjust coverage for high-risk installations;
• require additional servicing outside the Plan where necessary.

8.3 Commercial Plans do not include:

• compliance reporting unless agreed;
• asset management or lifecycle reporting;
• multi-visit servicing unless explicitly stated.

9. Payment Terms

9.1 Payments are collected by Stripe, our third-party payment processor, either:

• monthly (for subscription plans); or
• as a single annual payment (for annual plans).

9.2 By subscribing, you authorise recurring payments using the provided payment method.

9.3 If payments fail:

• Service Plan benefits may be suspended;
• service visits cannot be booked;
• access to benefits is withheld until payments are up to date.

9.4 Continued non-payment may result in:

• termination of the Plan;
• recovery of outstanding balance relating to the minimum term.

10. Price Review

10.1 Pumpmaster reserves the right to review pricing annually.

10.2 Different pricing tiers may apply depending on the number of Units covered.

10.3 Price changes will typically take effect at renewal.

10.4 Customers will receive at least 30 days' notice of any price change.

10.5 Customers may cancel prior to renewal if they do not accept the revised pricing.

11. Service Visit Conditions

11.1 All standard operational requirements apply, including:

• access to the installation;
• safe working conditions;
• compliance with manufacturer guidelines.

11.2 Failure to meet these requirements may result in:

• aborted visits;
• chargeable visits;
• suspension of the Service Plan.

11.3 Cancellation and access conditions from Pumpmaster's general Terms and Conditions apply to all Service Plan visits.

12. Suspension and Termination

12.1 Pumpmaster may suspend or terminate the Plan where:

• payments are overdue;
• access requirements are repeatedly not met;
• installations are unsafe or non-compliant;
• the Customer breaches these Terms.

12.2 Termination does not affect the right to recover outstanding payments.

13. Complaints

13.1 If you have a complaint about the Service Plan, please contact us in the first instance at info@pumpmaster.co.uk.

13.2 We aim to acknowledge complaints within 5 working days and resolve them within 30 days.

14. Data Protection

14.1 Personal data is processed in accordance with our Privacy Policy.

15. General

15.1 The Service Plan is governed by the laws of England and Wales.

15.2 These Terms operate in conjunction with Pumpmaster's general Terms and Conditions where applicable.

Last updated: 14 May 2026