Terms & Conditions

Terms and conditions for Mutha Cuva heat pump services. Read our service terms, conditions, and policies.

Mutha Cuva customer terms and conditions

Effective from: 1 December 2025

These terms explain how the Mutha Cuva service works and set out your rights and responsibilities. Please read them carefully before signing up.

1. who we are

Mutha Cuva Ltd
Registered office: Dobson House, Gosforth, Newcastle upon Tyne, NE3 3PF
Company number: 15275330
Email: hello@muthacuva.co.uk
Phone: 0191 603 1999

2. what we provide

Mutha Cuva provides planned, scheduled servicing for air source and hybrid heat pump systems.

Our service is offered as a monthly payment plan that spreads the cost of your next annual heat pump service.

Important:

  • We provide a maintenance-only service

  • This is not insurance, emergency cover, warranty protection, or a financial product

  • We do not guarantee against breakdowns or future repair costs

3. what your plan includes

Depending on the plan you choose, your subscription includes:

  • One scheduled heat pump service per year, carried out by a qualified technician (and cylinder service where included)

  • Appointment reminders

  • Digital access to your service certificate(s)

4. service plans and pricing

Details of our current service plans and pricing are shown on our website at www.muthacuva.co.uk.

The price you agree to at the point of sign-up will apply for the duration of your current 12-month plan, unless we agree otherwise with you.

Prices may change for new customers or future plan periods, but any changes will always be clearly shown before you sign up or renew.

5. new customer offer - half-price first service

From time to time we may offer new customers a half-price first service when joining a plan. If this offer is available, it will be shown on our website at the time you sign up.

Important points:

  • The half-price first service is available only to customers on an active plan

  • The offer is subject to availability and may be changed or withdrawn at any time

  • If you sign up at a later date, we cannot guarantee the offer will still be available

What “soon” means on our sign-up form
When we ask whether your service is due soon, this means within 3 months.

If you select “soon” (within 3 months)
If the half-price first service offer is available at the time you sign up, we will take a one-off payment for the discounted first service at sign-up using GoCardless Instant Bank Pay. Your monthly Direct Debit payments will then start.

If you select “not just yet” (more than 3 months away)
You will set up your monthly Direct Debit and your plan will begin. There is nothing to pay upfront. Once signed up, you can choose your service date any time from six months onwards. This is because six months of payments contributes around half of the full yearly plan cost.

You’ll have clear monthly payments, your plan price is protected for your next 12-month term, and you’ll always know who to call if you need help.

If the offer is not available when you sign up
If the half-price first service offer is not available at the time you sign up, your first service will be charged at the standard price shown on our website at the time you sign up, and we will confirm this with you before taking payment.

6. how payment works

  • Payments are collected monthly by Direct Debit

  • Your plan runs for 12 months from the date you sign up

  • Monthly payments contribute towards the cost of your annual service

If your service is due soon and a discounted first service offer is available at sign-up, we may take a one-off payment at sign-up for your first service, and then your monthly Direct Debit payments will start.

If you receive a discounted first service, cancelling early means the remaining balance of your 12-month plan becomes payable - see section 10.3.

7. booking and attending your service

We will agree a service date with you and provide an appointment window:

  • Morning appointments: 9am to 1pm

  • Afternoon appointments: 1pm to 5pm

We may need to change an appointment due to factors outside our control (for example technician illness, severe weather, or safety issues). If we do, we will contact you as soon as possible to rearrange.

8. additional work and repairs

If, during your service, we identify a fault or you ask us to look at additional work:

  • We will provide a clear written quote

  • No work will be carried out without your approval

  • A deposit of no more than 25% may be required

  • The balance is payable once the work is complete

All additional work is optional, and you are free to use another provider if you prefer.

9. who carries out the service

Services are delivered by qualified technicians who are either employed by or contracted to Mutha Cuva and operate under our supervision.

All technicians are trained in heat pump servicing and follow relevant safety and industry standards.

10. cancellation and cooling-off rights

10.1 14-day cooling-off period

You have the right to cancel your plan within 14 days of signing up and receive a full refund, provided your heat pump service has not yet been carried out.

To cancel during this period, contact us by phone or email.

10.2 After the cooling-off period

  • You may cancel your plan at any time by contacting us

  • Your plan will end at the close of your current billing period

  • Payments already made are non-refundable

This is because your plan may include a discounted service or payments that contribute towards the overall cost of servicing.

10.3 if you have received a discounted first service

If you have had your first service at a discounted (half-price) rate, that discount is given in return for committing to a 12-month plan.

If you cancel your plan before the end of the 12-month term after receiving a discounted first service, the full 12-month plan price becomes payable. This means we will charge the remaining balance of your 12-month plan after taking into account any payments you have already made.

We will always confirm the amount with you in writing before taking payment.

11. plan term and renewal

  • All plans run for an initial 12-month term

  • Towards the end of your term, we’ll write to you in advance of renewal to let you know your renewal date and give you the option to cancel

  • If you tell us you want to cancel, we’ll confirm this and your plan will end at the conclusion of your current 12-month term

  • If you’re happy to continue, there’s nothing you need to do - your plan will renew and we will notify you

  • Your plan will automatically renew for a further 12 months unless you tell us you want to cancel

There is no long-term commitment beyond each 12-month period.

12. Direct Debit cancellations

Please do not cancel your Direct Debit without contacting us first.

  • Cancelling your Direct Debit alone does not cancel your plan

  • Contacting us allows us to close your plan properly and avoid confusion

13. what we are not responsible for

We are not responsible for:

  • Pre-existing faults or installation issues

  • Breakdowns occurring between services

  • Manufacturer defects or warranty matters

  • Work carried out by third parties

Nothing in these terms limits your statutory consumer rights.

14. regulatory status

Mutha Cuva is not regulated by the Financial Conduct Authority.

Our service is:

  • A physical, planned maintenance visit

  • Not insurance, cover, or financial protection

  • Not a warranty or emergency repair service

15. changes to these terms

We may update these terms from time to time. If we make material changes, we’ll let you know before they take effect.

16. governing law

These terms are governed by the laws of England and Wales, and any disputes will be handled by the courts of England and Wales.