Still under warranty? Start here.

Worth checking your own warranty terms before choosing a service provider - the manufacturer decides which service arrangements and records it accepts.

Find the warranty for your model

Look in your installation handover pack, registration email or the manufacturer’s website. The installation date alone doesn’t establish the cover you have. If the paperwork’s unclear, ask the manufacturer or installer to confirm it.

Ask these questions before booking

1. How often does the heat pump need servicing?
2. Who is allowed to carry out the work under this warranty?
3. What checks and records are required?
4. Where must those records be kept or submitted?

Keep the service evidence

Ask what written record the engineer provides, and keep it with your heat pump documents. It’s worth keeping any manufacturer confirmation about the required service arrangements too.

Considering protection while the guarantee is active?

The Service Box plan excludes warranty-covered faults, while a separate general exclusion also names parts or equipment still under manufacturer warranty. Ask Service Box to confirm which benefits, if any, apply to your equipment before you buy. Worth checking your home insurance as well - the plan excludes damage already covered by another insurance policy.

A service is not a warranty promise

An included annual service is a maintenance visit. Under the Protection Plan, you still need to call us to arrange your visit. We’ll let you know when your annual service is due. It doesn’t automatically extend a manufacturer warranty or replace its conditions. You may still have a suitable manufacturer or installer route, so worth checking that before paying for independent aftercare.