FAQs & Help

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.

We’ll attempt to contact you up to three times to arrange your service. If we don’t hear from you:

• We’ll send a final written notice

• If there’s still no response, we reserve the right to cancel your lifetime warranty.

Yes – just:

• Keep the subscription active

• Allow the annual service to be carried out when scheduled

We’ll contact you around 90 days before your service is due to arrange an appointment.

There is no fixed end date. The Lifetime Warranty remains in place for as long as the heat pump system stays installed in your property and your subscription remains active.

If your heat pump is considered beyond economical repair by Ideal Heating (for example, parts cost more than £2,000 including VAT, or parts are no longer available), the following applies:

• Under 10 years old: Full replacement under the Lifetime Warranty

• 10–15 years old: £1,000 discount off the retail list price of a replacement

• Over 15 years old: £750 discount off the retail list price of a replacement

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

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

Yes. Unlike the standard warranty, the Lifetime Warranty includes your annual service, which is essential to keep your system working efficiently and your warranty valid.

You pay a fixed monthly amount by Direct Debit. As long as your subscription remains active and the system is serviced annually, your warranty and servicing cover stay in place.

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

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.

You can upgrade to the Lifetime Warranty within six months of your heat pump being installed and commissioned. After this point, the upgrade will no longer be available.

The Lifetime Warranty is an optional subscription that gives you ongoing warranty cover for your Ideal heat pump system for as long as it remains installed in your home. It also includes the annual service, which is required to keep your warranty valid, all for one simple monthly Direct Debit payment.

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.