Lifetime Warranty FAQs
Learn more about our Lifetime Warranty with our most popular advice and FAQs.
How is the monthly price calculated?
The subscription cost takes into account the annual service requirements of your specific heat pump system, so pricing reflects the system installed in your home.
What happens if I cancel the subscription?
If you cancel:
The Lifetime Warranty ends immediately
Your system reverts to any remaining period of the original standard warranty (if applicable)
If your standard warranty has already expired, no warranty cover remains
Can the subscription price change?
Subscription pricing will be reviewed annually at renewal.
What happens if my heat pump breaks down?
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
How will you contact me?
You’ll need to provide a valid email address when signing up. This will only be used for:
Service bookings
Warranty related communication
It won’t be used for marketing.
How is my personal data used?
Your personal data is handled in line with Ideal Heating’s Privacy Policy, available on the Ideal Heating website.
Is this a replacement for the standard warranty?
No. The Lifetime Warranty is an upgrade to the standard warranty and is subject to the same core warranty terms, provided you meet the subscription and servicing requirements.
What happens to my Lifetime Warranty if I sell my home or move?
The Lifetime Warranty is linked to the heat pump system and the property where it is installed. If you move home, the Lifetime Warranty will end when the subscription is cancelled. Your heat pump will then revert to any remaining period of its original standard warranty, if applicable.
Can the warranty be transferred to a new homeowner?
No. The Lifetime Warranty subscription is not transferable to a new homeowner. The new owner would need to arrange their own servicing and warranty cover separately.
What if my heat pump was installed more than six months ago — are there any exceptions?
No. The Lifetime Warranty must be taken out within six months of the installation and commissioning date. Unfortunately, we’re unable to make exceptions beyond this timeframe. However, there is an option to purchase extended warranty for your heat pump outdoor unit which can be arranged through our website.
Do I need to pass any checks or inspections before signing up?
There’s no separate inspection at the point of sign-up. However, your system must have been installed and commissioned correctly, and all future annual services must be completed as scheduled to keep the Lifetime Warranty valid.
How quickly will an engineer be sent out if my system breaks down?
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.
What happens if a repair requires parts that take a long time to source?
If parts are unavailable, no longer manufactured, or a repair is not economically viable (over £2,000 including VAT), the system may be assessed as beyond economical repair. In these cases, replacement or discounted replacement options will apply depending on the age of the heat pump.
Can I pay annually rather than monthly?
Yes. While the Lifetime Warranty is primarily offered as a monthly subscription, an annual direct debit option is available, equivalent to the cost of the annual service.
What happens if a Direct Debit payment fails?
If a payment fails, you’ll be contacted to resolve the issue. Continued non-payment will result in the Lifetime Warranty being cancelled, at which point all Lifetime Warranty cover will end immediately.
Will I be notified before any price changes take effect?
Yes. If the subscription price changes, you will be given advance notice before the new price takes effect.
Can I choose who carries out the annual service?
For the Lifetime Warranty, the annual service is arranged and delivered by Ideal Heating and it's trusted partners. This helps ensure servicing is completed consistently and to the required standard.
What happens if I need to reschedule a service appointment?
If you need to reschedule, you should contact Ideal Heating as soon as possible. We’ll work with you to arrange an alternative appointment. Missing a service without rearranging may put your Lifetime Warranty at risk.
What do I do if I'm unhappy with a repair or service visit?
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.
Does the Lifetime Warranty cover damage caused by extreme weather or flooding?
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.
