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Heat Pump Install 5-Year Warranty Terms & Conditions

TERMS AND CONDITIONS OF THE BORD GÁÍS ENERGY 5 YEAR HEAT PUMP WARRANTY

THESE ARE OUR STANDARD TERMS AND CONDITIONS FOR THE 5 YEAR BORD GÁIS ENERGY WARRANTY FOR ALL HEAT PUMPS INSTALLED BY OUR ENGINEERS. BORD GÁIS ENERGY, AT ITS OWN DISCRETION, WILL REPAIR OR REPLACE THE HEAT PUMP OR PARTS FREE OF CHARGE DURING THIS 5 YEAR PERIOD WHERE THE HEAT PUMP SUFFERS A MECHANICAL OR AN ELECTRICAL BREAKDOWN SUBJECT TO THE FOLLOWING TERMS AND CONDITIONS.

  1. Work

1.1. The Heat Pump must be installed by an Engineer on or after 28 February 2023. The Heat Pump must be commissioned at the point of installation by the Engineer in accordance with the guidelines in the installation and servicing booklet provided with the Heat Pump and in accordance with SEAI guidelines and Manufactures instructions.

1.2. At the time of installation, the Engineer will complete a Safe Electric Cert of Conformance and Manufactures Commissioning Certificate. It is your responsibility to ensure you retain these Certificates and are able to produce them for reference purposes.

1.3. Once installed, the Heat Pump must not be moved unless authorisation has been provided by us in writing for you to do so.

1.4. Where the Heat Pump was installed by an Engineer, Bord Gáis Energy will cover the Warranty for the entire Warranty Period.

2. Warranty Period

2.1 The Warranty will commence from the date your Heat Pump is installed by the Engineer and expires on the fifth (5th) anniversary of that date (the “Warranty Period”) subject to these terms and conditions. For example, if you have your Heat Pump installed on 28 March 2023, provided you have your Heat Pump serviced annually in accordance with clause 4, your Warranty will expire on 27 March 2028.  If during the Warranty Period, Bord Gáis Energy repairs or replaces any part or the whole Heat Pump, this will not extend the Warranty Period.

3. Scope of Warranty

3.1. During the Warranty Period any product or component of the Heat Pump which is found by our Engineer to be faulty or defective in manufacture, will be repaired or replaced free of material and labour charges, provided that we have authorised or carried out the repair or replacement. If we replace any component or product, the part or product removed will become our property.

3.2. This Warranty is for Heat Pumps (which must be fitted with isolating valves) and includes Integrated Hot Water Cylinders or Stand Alone Hot Water Cylinders installed by the Engineer.

3.3. The Warranty does not include any of the matters referred to in clause 8.

4. Requirement for Annual Heat Pump Service by Bord Gáis Energy

4.1. For your Warranty to remain active, your Heat Pump must be maintained in accordance with the manufacturer’s user instructions and must be serviced annually by Bord Gáis Energy. We will contact you every 12 months to book your Annual Heat Pump Service. If you do not have your Heat Pump serviced annually by Bord Gáis Energy, your Warranty will automatically be terminated 90 days after the recurring anniversary date of your Heat Pump installation.

4.2. Your first Annual Heat Pump Service will be provided for free by Bord Gáis Energy and will be due twelve months following the date of installation of your Heat Pump by the Engineer. To ensure we record your entitlement to this free Annual Heat Pump Service we will set up a Bord Gáis Energy Services account for you once your Heat Pump has been installed. This account will record your name, address and contact details so that we can contact you to remind you of your Annual Heat Pump Service.

4.3. Bord Gáis Energy may contact you via email or phone to remind you of your Annual Heat Pump Service Date.

5. Price Payable by You

5.1. As set out in clause 4.2 above, your first Annual Heat Pump Service will be provided for free by Bord Gáis Energy. All Annual Heat Pump Services thereafter (i.e., from your second Annual Heat Pump Service onwards) during the Warranty Period will be charged at Bord Gáis Energy’s standard price.  You can check the current rates applicable to our Heat Pump servicing products on the Bord Gáis Energy website at www.bordgaisenergy.ie or by calling our customer service representatives on 01 611 01 45. The price quoted to you is inclusive of VAT at the applicable rate from time to time.

6. Termination

6.1. We shall be entitled to terminate this Warranty at any time during the Warranty Period if:

(a)you do not have your Heat Pump serviced, by Bord Gáis Energy, within 90 days of the recurring anniversary date of your Heat Pump installation;

(b)you default in making any payment due to us;

(c)you fail to notify us of a claim in accordance with clause 7 of these terms and conditions; or

(d)in the opinion of an Engineer, there is a Health and Safety issue (which will be reported to you where relevant), that means it is inappropriate, unsafe or otherwise unsuitable for the Annual Heat Pump Service to continue or proceed.

6.2. Upon termination of the Warranty and in accordance with this clause 6, Bord Gáis Energy will have no further obligations to you in respect of the Heat Pump or otherwise.

7. Reporting a Breakdown

7.1. If your Heat Pump suffers a mechanical or an electrical breakdown during the Warranty Period, please contact Bord Gáis Energy immediately by calling 01 611 01 45. Our normal working times for reporting breakdowns, excluding Bank Holidays are 8am – 8pm Monday to Friday, and 9am – 5.30pm Saturday. We will arrange for an Engineer, to inspect and repair, or where in our sole opinion repair is not economic, arrange to replace the Heat Pump. Where you do not notify Bord Gáis Energy in accordance with this claim procedure set out in this clause 7, your Heat Pump will not be covered under this Warranty.

7.2. Any claims made under the terms and conditions of this Warranty must be made within the Warranty Period.

7.3. We reserve the right to charge a call-out fee of €30 where:

(a)a fault cannot be found;

(b)the breakdown or fault has been caused by an event, which is excluded from the Warranty as set out in clause 8;

(c)you cancel a visit by us less than 24 hours before the time of the scheduled visit;

(d)we cannot gain access to your Heat Pump to inspect it; or

(e)your Heat Pump is not covered under this Warranty.

7.4. We will not be obliged to inspect your Heat Pump, where it is considered by the Engineer to be inappropriate, unsafe, or otherwise unsuitable due to a Health and Safety issue. Where access is required to service installations in lofts or attics, you must ensure that a permanently fixed access ladder is in place. It is your responsibility to ensure there is adequate lighting and permanently fixed flooring. For any cupboard installations, you must provide minimum working clearances as detailed in the installation instructions. Bord Gáis Energy will not accept responsibility for the removal of cupboards, kitchen units or trims in order to gain access for repairs.

8. Exclusions to Cover

8.1. This Warranty does not apply to:

(a)the following faults or defects or any work required to rectify same:

  •  any defect or damage occurring from a failure of the electricity, fuel or water supply;
  • any defect or damage occasioned by fire, lightning, explosion, flood, storm, tempest, frost, impact or other extraneous cause;
  • normal wear and tear or any deterioration in the condition, effectiveness or operation of the central heating installation, radiators, pipework or any part thereof as a result of its use or the passing of time;
  • any consequential or indirect loss suffered because of water leaks and/or a breakdown of the Heat Pump as a result of its use or the passing of time, the cost of putting right faults caused by damage or not using the appliance, or of interim supply of heat through other means;
  • any defect caused through malicious or wilful action, negligence, misuse or third-party interference;
  • any modification, adjustment or repair to the Heat Pump by a third party which was not approved by us;
  • any defect, damage or breakdown caused by deliberate action, accident, misuse or third-party interference including modification or an attempted repair which does not fully comply with industry standards;
  • de-scaling or other work required as a result of hard water scale deposits or from damage caused by aggressive water or sludge resulting from corrosion. Indications that such work may be required include cold spots on radiators, sludge in pipes and poor circulation of the central heating system;
  • de-sludging of the system
  • any defect or damage or detrimental effect to the appliance due to contamination (including by water, bacteria, sediment or sludge) of fuel or lack of fuel supply;
  • any costs incurred during delays in fixing reported faults.
  • failure of any external pump or radiators after the first 12 months; 
  • the replacement of decorative parts, casing and body of the Heat Pump; 
  • the replacement of any part or component which is listed in the table of Excluded Parts;
  • refilling central heating system with water and venting radiator or cylinder circuit;
  • the replacement of the heat exchanger due to a leak, blockage, noise, or failure due to poor water quality;
  • the fabric of the building or pipe-work buried in it;
  • any pumps in inaccessible locations;
  • any domestic water services including the cold-water supply tank, its feed, outlets, overflow.  The electrical immersion element is specifically excluded;
  • the following replacement parts: light bulbs, electrical re-wiring, external programmers/time clocks, radiators, room thermostats, radiator valves, external motorised valves, expansion tanks or cylinders, external expansion vessels, pipe-work
  • any defect or damage or detrimental effect due to the incorrect fuel supply by a third party; or
  • any defect or damage or detrimental effect caused after the first twelve (12) months as a result of inappropriate condensate discharge including to a septic tank or in contravention of the Water Pollution Acts 1977 and 1990 as amended.
  • where we have replaced the hot water cylinder, the hot water cylinder after the first twelve (12) months following installation.

(b) any loss of gas caused by third party interference.

9. Data Protection

9.1. Bord Gáis Energy Limited is the Controller of your Personal Data. After installation we will process your personal data in accordance with the Heat Pump Privacy Policy at https://www.bordgaisenergy.ie/resources/data-protection.

10. Glossary

10.1. In these warranty terms and conditions


Annual Heat Pump Service” means a service of a Heat Pump as described in clause 4;


Annual Heat Pump Service Date” means the yearly anniversary of the installation of your Heat Pump by Bord Gáis Energy;


Heat Pump” means your Heat Pump which has been installed by an Engineer and therefore has the benefit of this five (5) year warranty subject to the terms and conditions above;


Bord Gáis Energy”“us” or “we” means Bord Gáis Energy Limited, a company incorporated in Ireland with registration number 463078 and registered office at 1 Warrington Place, Dublin 2 and where the context so permits unless the contrary intention appears, its authorised agents and subcontractors;


Excluded Parts” means those parts listed in the table entitled “List of spare parts excluded from the Warranty” annexed to this Warranty;


“Health and Safety” means matters relating to:

  • the applicable requirements of health and safety legislation in Ireland including, but not limited to, the Safety Health & Welfare at Work Act 2005 (as amended from time to time) and any regulations made thereunder from time to time;
  • the Building Control Acts 1990 and 2007 and any relevant Building Regulations made thereunder and any Building Regulations Technical Guidance Documents;
  • all relevant Codes of Practice, Guidelines and technical documentation/specifications prepared by the National Standards Authority of Ireland and regional requirements for Ireland;
  • all relevant Codes of Practice, Guidelines and technical documentation/specifications prepared by ETCI;
  • System Supplier/Product Manufacturer Instructions and Guidelines;
  • industry best practice;



Property” means the domestic address at which we will carry out the Annual Heat Pump Service;


Engineer” means a qualified and experienced engineer engaged by Bord Gáis Energy to carry out Heat Pump installation, servicing and repair works;



Warranty” means the Five-year guarantee of your Heat Pump subject to the terms and conditions set out above.


Warranty Period” means the Five-year period, which commences on the date your Heat Pump is installed by Bord Gáis Energy, during which your Heat Pump is covered under this warranty subject to the terms and conditions set out above; and


You” means the customer(s) who has their Heat Pump installed by Bord Gáis Energy and who avails of the benefit of the Warranty and includes a person who we reasonably believe is acting with your authority or knowledge.




Annex 1 –

List of spare parts excluded from the Warranty


Heat Pump/Central Heating System Parts

Heat Pump/Central Heating System Parts



Heat Pump/Central Heating System Parts

Circulating pump external to Heat Pump


Not Covered

Heat Pump/Central Heating System Parts

Expansion vessels external to Heat Pump


Not Covered

Heat Pump/Central Heating System Parts

Safety valve & pressure gauge external to Heat Pump


Not Covered

Heat Pump/Central Heating System Parts

Cold water storage tank and filling loop


Not Covered

Heat Pump/Central Heating System Parts

External time clock


Not Covered

Heat Pump/Central Heating System Parts

Motorised Valves


Not Covered

Heat Pump/Central Heating System Parts

Non return or gate valves


Not Covered

Heat Pump/Central Heating System Parts

Filling loops & valves


Not Covered

Heat Pump/Central Heating System Parts

Radiator valves


Not Covered

Heat Pump/Central Heating System Parts

Magnetic filter


Not Covered

Heat Pump/Central Heating System Parts

System pipework


Not Covered

Heat Pump/Central Heating System Parts

Flue pipes & ducts


Not Covered