The Extended Warranty is an optional subscription or one-off payment that gives you extended warranty cover for your Ideal heat pump system.

The warranty covers any Ideal Heating equipment installed as part of your system, including:

• Your Ideal heat pump outdoor unit

• The Ideal heat pump control unit

• Your Ideal pre‑plumbed unvented hot water cylinder and associated components

• Ideal Halo thermostats and controls

Depending on the model of the heat pump, and the length of time the product has been installed you pay either a fixed monthly amount by Direct Debit, an annual Direct Debit or a one-off payment. The available payment methods are presented when applying for the Extended Warranty.

Extended Warranty plans are available to purchase for both in warranty and out of warranty products. The appropriate plan for your system will be presented upon application.

No. Annual servicing is not included but is required to maintain the extended warranty. Servicing can be undertaken by your installer or a competent heat pump engineer. Ideal Heating also offer chargeable servicing – please contact Ideal Heating on 01482 498660 to discuss if required.

The cost considers the requirements of your specific heat pump system, so pricing reflects the system installed in your home.

If you cancel, the extended warranty ends immediately.

Pricing will be reviewed annually at renewal.

If something isn’t working properly:

• You’ll need to report the issue using the fault‑reporting process provided as part of your warranty information.

• This helps ensure the issue is diagnosed and resolved as quickly as possible.

As per our standard warranty terms and conditions, we will arrange for an Ideal Heating Engineer or authorised contractor, to inspect and repair, or where in our sole opinion repair is not economic, arrange to replace the heat pump.

Yes – your heat pump must be serviced by a suitably competent heat pump engineer annually.

You’ll need to provide a valid email address when signing up. This will only be used for:

• Appointment bookings

• Warranty related communication

It won’t be used for marketing.

Your personal data is handled in line with Ideal Heating’s Privacy Policy, available on the Ideal Heating website.

No – this is an extension to the standard warranty – the same terms and conditions apply.

If additional Extended Warranty has been purchased by up front payment this will be transferred to the new owner automatically. If Extended Warranty has been purchased by direct debit, the contract will be cancelled and the new owner will need to apply for a new Extended Warranty agreement.

• Logic Air – 10 years

• HP290 – 7 years

No, however, during sign up you will be asked about the annual service history and any current faults on the system. If there is an insufficient service history or the appliance currently has a fault you will be offered an appropriate service plan to either bring the annual servicing up to date or include an initial repair.

Where the appliance is out of warranty at the time of application and you do not declare a fault there is a 30 day period where a claim can not be made.

No. There is no fixed limit on callouts or repairs, provided the fault is covered under the terms of the Warranty.

Once a fault is reported using the required fault‑reporting process, Ideal Heating will take reasonable steps to arrange support as quickly as possible. Response times may vary depending on demand, location, and the nature of the fault.

Yes. The Warranty covers Ideal‑supplied parts of the heat pump system. It does not cover:

• Accidental or cosmetic damage

• Damage caused by misuse, neglect, third parties, or non‑Ideal components

• Issues caused by installation faults or system changes made after installation

Full exclusions are set out in the standard warranty terms.

Yes. An annual direct debit option is available for subscription products.

If a payment fails, you’ll be contacted to resolve the issue. Continued non‑payment will result in the Extended Warranty being cancelled, at which point all Extended Warranty cover will end immediately.

Yes. If you pay by subscription and the price changes, you will be given advance notice before the new price takes effect.

If you need to reschedule, you should contact Ideal Heating as soon as possible. We’ll work with you to arrange an alternative appointment.

You should contact Ideal Heating directly in the first instance so we can investigate and resolve your concern as quickly as possible in line with our complaints policy and process.

Damage caused by events such as flooding or extreme weather is not normally covered unless explicitly stated in the standard warranty terms. In many cases, this type of damage may be covered by your home insurance instead.

The Extended Warranty does not cover:

• Non‑Ideal equipment or third‑party components

• Installation defects or system alterations

• Accidental, cosmetic, or malicious damage

• Issues caused by failure to complete annual servicing

• General household issues outside the heat pump system

Full details are set out in the standard product Warranty terms and standard warranty conditions.