Terms and Conditions

1. Introduction

Welcome to Optimus HomePlus – Optimus HomePlus Ltd is a registered company in England and Wales (15852598) with a registered office address of 19 Herrick Road, Leicester, England, LE2 6DH. By signing up for our home maintenance services, you agree to the following terms and conditions. You can contact our customer services by emailing [email protected]

2. Services Provided

Optimus HomePlus provides comprehensive home maintenance services, excluding repairs to the mains water coming into the property. Optimus HomePlus will change a leaking stopcock provided water can be switched off at the mains. No work will be carried out on lead pipework or anything connected to lead pipework.

3. Subscription Plans

Optimus HomePlus offers a 12-month subscription plan, which includes:

• Five call-outs per year
• A free initial consultation upon signing up

4. Free Consultation

Upon signing up for our 12-month subscription plan, you will receive a free consultation. This consultation is to assess your home maintenance needs and plan the services accordingly. During this consultation, any additional works identified will be quoted for free, with no obligation to proceed with the quoted works.

5. Call-Outs

• Each subscription plan includes five call-outs per year.
• Call-outs are limited to 90 minutes each. If a call-out exceeds this time frame, additional charges will apply for which our current changes are £24.00 every 30 minutes thereafter.
• Two call-outs may be bundled together to avoid additional charges should any job go over the 90 minute free period.
• Call-outs can be scheduled during our working hours of 8am – 8pm, subject to availability.
• Unused call-outs do not carry over to the next subscription year.

6. Emergency Call-Outs

• Optimus HomePlus aims to respond to emergency call-outs within 4 hours of receiving the report during business hours.
• Business hours are defined as Monday to Friday, 9:00 AM to 5:00 PM.
• Emergency call-outs outside of business hours may incur additional charges or longer response times, subject to availability and agreement.

7. Boiler Service

• Boiler services will be carried out at 12-month intervals from the first boiler service conducted by Optimus HomePlus.
• This service includes standard maintenance and inspection of the boiler system to ensure its efficiency and safety.
• Note: Boiler service covers combi boilers only.

8. Jet Washing

• Optimus HomePlus aims to jet wash drives, patios, and decking within the first six months of the year to prepare for summer, unless agreed otherwise.
• Water and power supply must be provided on site by the client for the jet wash service.
• Jet washing services are scheduled based on weather conditions and availability.
• Our Enhanced and Premium packages include jet washing up to 25 square meters as part of the package – any additional square meterage will be charged at a cost of £5 per square meter – this will be discussed with yourself when scheduling jet washing as part of your package.

9. Smoke Alarms

• Testing of smoke alarms and changing batteries will be conducted once per year at regular intervals.
• This service ensures the proper functioning of smoke alarms to enhance home safety.

10. Monthly Direct Debit

• Subscription fees can be paid via monthly direct debit.
• Payments are automatically deducted from your designated account each month for convenience.
• If a monthly direct debit payment fails, Optimus HomePlus will re-attempt to claim the payment 7 days from the scheduled payment date.
• If the payment remains unpaid after the second attempt, the client will incur a £12 late fee.
• If the next scheduled payment also fails, Optimus HomePlus will attempt to claim the full overdue amount 7 days from the scheduled payment date.
• If unsuccessful on the second attempt, the client will incur an additional £12 late fee. After two consecutive failed payments, the client will be required to pay the full remaining contractual amount within 14 days.
• Non-payment can result in a debt collection agency being notified, which may affect the client’s credit file.
• If a subscriber is referred to a debt collection agency, they will incur additional fees which we will notify of in writing by email.

11. Contract Duration and Cancellation

• Subscribers are tied into a 12-month contract upon signing up.
• You have a 14-day cooling-off period from the start of the contract to cancel without penalty.
• To cancel the subscription at the end of the agreed term, a 30-day notice is required.
• If cancellation notice is not received, the subscription will automatically renew for another 12-month term.
• Minimum 24 hour notice required to be eligible for a full refund on any additional booked services. A charge of 30% will apply if cancelled within 24 hours.
  

12. Liability

• Optimus HomePlus will not be liable for any damages resulting from the failure of any parts or appliances in your home.
• Our liability is restricted to the repair(s) we have conducted based on the call-out.

13. General Exclusions

• Optimus HomePlus will not assist or provide support with any faults that existed before you entered into this agreement or within the first 14 days after entering into this agreement.
• Any issues arising from pre-existing faults or within the initial 14-day period are not covered under our services.
• Any items/parts purchased through Optimus HomePlus Ltd will not be refunded or exchanged after 14 days from invoice date.
  

14. Renewals

• Optimus HomePlus aims to send you a renewal notice by email 90 days before the end of your contract, showing the annual price you will pay to continue.
• Your subscription will automatically renew unless you contact us to cancel at least 30 days prior to the renewal date.
• You can cancel your renewal by contacting us via email only, as specified in the Contact Information section below.

15. Service Limitations

• Repairs to the mains water coming into the property are not covered under our services.
• Optimus HomePlus will change a leaking stopcock provided water can be switched off at the mains.
• No work will be carried out on lead pipework or anything connected to lead pipework.
• Remediation will be within the scope of works we carry out as part of regular maintenance.
  

16. Scheduling and Availability

• Services are scheduled based on availability.
• Optimus HomePlus aims to provide prompt service but cannot guarantee immediate availability during peak times.

17. Payments and Renewals

• Subscription fees are payable annually in advance or by monthly direct debit.
• Subscriptions will automatically renew unless canceled at least 30 days before the renewal date.
• Payment methods accepted include credit cards, direct bank transfers, and direct debits.

18. Consent 
We may take photos and videos of work we carry out as part of either a package you have signed up for or one of our services. By purchasing either of these you give us consent to use these photos and videos on our social media and for advertising purposes. We will not include any personal information in our photos and videos e.g. house number or street name in order to protect the privacy of our customers.

19. Changes to Terms and Conditions

• Optimus HomePlus reserves the right to modify these terms and conditions at any time.
• Subscribers will be notified of any significant changes at least 30 days before they take effect.

20. Contact Information

For any inquiries or support, please contact Optimus HomePlus at:

Optimus HomePlus

[email protected]

By signing up for our services, you acknowledge that you have read, understood, and agree to these terms and conditions.