FAQs & Help

The Lifetime 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 Lifetime Warranty terms and standard warranty conditions.

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.

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.

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.

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.

The annual service is a comprehensive check of your heat pump system to ensure it continues to operate safely and efficiently. This includes inspection of key components, performance checks, and any adjustments required to maintain warranty cover.

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

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.

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.

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.

Yes. The Lifetime 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.

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.

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

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.

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.