Care Plan terms and conditions

Lotus Gas Ltd, trading as Lotus Energy. Company number 07967785. Registered office: Guildford, Surrey, GU3 3AA. Email hello@lotusenergy.uk, telephone 01483 865122. These terms apply to our Boiler Care Plan, Heat Pump Care Plan and Landlord Care Plan. Version dated 13 October 2026.

1. What the plan includes

One annual service of the system named in your plan: your gas boiler, your heat pump, or both. For boilers that means the full service checklist and a service report. For heat pumps it means the manufacturer's annual service schedule, which keeps the manufacturer's warranty valid. Landlord plans also include the annual Landlord Gas Safety Record (CP12) for the boiler. We send you a reminder when the service is due, and you can email or call us for advice about your system at any time.

2. What the plan does not include

Parts, repairs or labour outside the annual service, unless we have agreed them with you in writing. Emergency or same-day call-outs, which you can book and pay for separately. Any work needed to bring the system to a safe or serviceable condition before it can be serviced.

3. Payment

The monthly price is shown at sign-up and in your confirmation email. Payments are collected monthly by Direct Debit or card through Stripe. If a payment fails we will try again and let you know. If it stays unpaid for 30 days we may pause the plan, including the annual service, until the account is up to date.

4. Term, renewal and cancellation

The plan has a minimum term of 12 monthly payments. After that it continues month to month until either of us cancels with 30 days' notice. You can cancel by emailing hello@lotusenergy.uk. If you cancel before 12 payments have been made and we have already carried out your service, we will invoice you the difference between the payments you have made and the one-off price for that service stated in your confirmation email. If you cancel before the service has been carried out, you owe nothing further. If you cancel after the service has been carried out for the year, payments already made for that year are not refunded.

5. Your right to cancel in the first 14 days

If you sign up online, by email or by phone, you have 14 days from the day you sign up to cancel for any reason and receive a full refund. If you ask us to carry out the service within those 14 days and we do, you can still cancel but we will charge the one-off price for the service carried out.

6. Price changes

We may change the monthly price at the end of the minimum term or at any later renewal. We will give you at least 30 days' notice by email, and you can cancel before the new price takes effect.

7. Booking and access

We will contact you to book the service when it is due, based on your plan start date. You need to give the engineer safe access to the property at the agreed time. If we attend and cannot get access, we will rebook once at no charge. A second missed appointment is charged at our standard call-out rate.

8. Safety and eligibility

A boiler or heat pump must be in safe working condition to be accepted onto a plan. If the engineer finds the system unsafe or not serviceable on the day, the service will be carried out once the remedial work has been done. We will tell you what is needed and quote for it separately.

9. Our obligations

Services are carried out by Gas Safe registered engineers for gas work and by MCS certified engineers for heat pumps. Service reports and gas safety certificates are sent by email. We handle your personal data as described in our privacy policy at lotusenergy.uk/privacy-policy.

10. Your obligations

Keep your payment details and contact details up to date, tell us if the system develops a fault before the service, and give us safe access at the agreed time.

11. Complaints

If something goes wrong, email hello@lotusenergy.uk and we will respond within 48 hours. If we cannot put it right, you can refer a complaint about gas work to Gas Safe Register and about heat pump work to MCS.

12. Changes to these terms and governing law

We may update these terms. The current version is always at lotusenergy.uk/care-plan-terms, and we will email you if a change affects your plan. These terms are governed by the law of England and Wales. Nothing in them affects your rights under the Consumer Rights Act 2015.