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NEXGEN PROTECT – TERMS & CONDITIONS ADDENDUM 01

Effective Date: 08 June 2026

This addendum forms part of and should be read alongside Version 5.3 of the Nexgen Protect Terms & Conditions. Where there is any conflict, this addendum shall take precedence.

1. Natural Gas Appliances Only
Nexgen Protect products are available only for domestic natural gas-fired boilers and associated heating systems. LPG, oil-fired, solid fuel, biomass, commercial and industrial heating appliances are excluded from cover.

2. Customer Eligibility Declaration
By purchasing a Nexgen Protect product online, the customer confirms that the property is within Nexgen’s coverage area, the appliance is fuelled by natural gas, all information supplied is
accurate, and any known faults, defects, warning notices or ongoing issues have been disclosed. Failure to disclose relevant information may result in suspension, refusal or cancellation of cover.

3. Online Application Questionnaire
All online applications are subject to completion of Nexgen Protect’s eligibility questionnaire. Nexgen reserves the right to decline, amend or surcharge any application based on the information provided.

4. Pre-Existing Fault Clarification
Any fault, leak, error code, intermittent issue, warning notice, recommendation or defect known to the customer before cover commences shall be deemed a pre-existing fault and remains excluded unless expressly accepted by Nexgen in writing.

5. Coverage Area
Cover is available only within Staffordshire and surrounding areas as determined by Nexgen from time to time. Nexgen reserves the right to amend its coverage area without notice.

6. Website & Marketing Material
All website content, advertisements, quotations and marketing materials are subject to these Terms & Conditions. Where simplified marketing wording differs from these Terms & Conditions, the Terms & Conditions shall prevail.

Home Emergency Add-On

IMPORTANT

Nexgen Protect is a product and trading style of Nexgen Property Solutions Limited, which supplies all services under Nexgen Protect. This addendum supplements the main terms and defines what the Home Emergency Add-On does and does not cover. If there is a conflict about the add-on, this addendum applies to the add-on only.

1. Eligibility and plan level

  • The Home Emergency Add-On is available only while the customer has an active Nexgen Protect plan and the account is fully up to date.
  • The customer contribution (excess) is charged for each accepted claim at the plan level held when the incident occurs
  • A 30-day waiting period applies from the start of the add-on. A fault that existed, was known about, or showed symptoms before cover began is not covered.
  • If a customer changes to a plan with a lower customer contribution, the improved contribution level may be subject to a fresh 30-day waiting period for new claims.

2. What counts as a home emergency
A home emergency is a sudden and unforeseen incident at the covered property that requires prompt action to prevent significant further damage, remove an immediate safety risk, or restore an essential household service. A defect is not automatically an emergency simply because it is inconvenient.

Examples that may be accepted
A burst internal pipe; an active uncontrollable internal leak; complete loss of the internal water supply where the cause is within the property; sewage or waste water backing up into the home; the only usable toilet being completely blocked; a dangerous fault in the fixed electrical installation; or another covered event requiring urgent make-safe work.

3. Plumbing cover

  • Emergency repair or make-safe work to covered internal fixed water pipework following a sudden failure.
  • Active leaks from covered internal pipework where there is a genuine risk of property damage.
  • Repair is limited to the failed covered component or section reasonably necessary to stop the emergency. Cover does not extend automatically to connected items that remain serviceable.
  • Dripping taps, minor seepage, low water pressure, noisy pipes, cosmetic defects, routine maintenance and non-urgent defects are not treated as emergencies.
  • Shower units themselves are excluded, including electric showers, digital showers, shower pumps, shower controls and internal shower components. Fixed pipework supplying the shower may still be considered where the pipework itself has suffered a covered emergency failure.

4. Access to the fault and making good

Access is not included
The customer is responsible for providing safe and reasonable access to the failed pipe, fitting, cable or drain point before the covered repair can be completed. Access work can be quoted separately where Nexgen is able to provide it.

  • The add-on does not cover moving or dismantling beds, wardrobes or other furniture; lifting or replacing carpets or floor coverings; lifting floorboards; removing boxing, panels, kitchen units or sanitary ware; cutting into walls, floors or ceilings; removing tiles; or other destructive access work.
  • Plastering, joinery, tiling, flooring, decorating, resealing and other reinstatement or making-good work are excluded.
  • If safe access has not been provided, Nexgen may make the situation safe where reasonably possible, defer the repair until access is provided, or offer the required access work as a separate chargeable job.

5. Internal drainage cover
Drainage cover is intended to restore essential flow or make an urgent drainage problem safe. It is not a maintenance, renovation or replacement service.

  • A complete internal blockage causing waste water to back up, overflow, or prevent use of an essential facility may be covered where the blockage is within covered private internal drainage.
  • A slow-running sink, bath or shower that remains usable is not normally an emergency.
  • Public sewers, shared drains outside the customer’s responsibility, collapsed drains, structural drain defects, tree-root ingress, excavation, groundworks and major drain replacement are excluded.
  • Blockages caused by misuse or unsuitable material are excluded, including wipes, nappies, sanitary products, excessive fats/oils, building debris and deliberately introduced foreign objects.

Connected wastes, traps and fittings

  • Traps, wastes, plugs, pop-up wastes, overflows, sanitary ware, toilet seats, shower trays, seals, silicone and grout are not automatically covered merely because they are connected to a covered repair.
  • Where a serviceable trap, waste or fitting must be removed to complete a covered repair, Nexgen may refit the existing serviceable item. Replacement is not included unless that item has itself suffered an accepted covered failure.
  • The add-on does not fund an upgrade, matching replacement, or replacement of an old but serviceable component simply because a nearby covered part has failed.

6. Fixed electrical emergencies

  • Cover is limited to urgent faults in the fixed electrical installation that create an immediate safety concern or a material loss of essential electrical service, subject to safe access and diagnosis.
  • Portable appliances, white goods, televisions, chargers, lamps, bulbs, batteries, smart-home devices and other plug-in equipment are excluded.
  • Electric showers, digital showers and shower pumps are excluded as appliances/equipment, even where they are hard-wired. The fixed electrical supply to the point of connection may be considered separately if it has suffered a covered emergency fault.
  • Nuisance tripping caused by a faulty appliance or customer equipment is not covered once identified as external to the fixed installation.

7. General exclusions

  • Pre-existing, known, recurring or previously diagnosed faults, including symptoms present before the waiting period ended.
  • Gradual deterioration, corrosion, limescale, lack of maintenance or deterioration that has not resulted in a sudden covered emergency.
  • Routine maintenance, servicing, adjustments, cleaning, descaling, preventative works and improvements.
  • Cosmetic damage or work where the essential service remains safely usable.
  • External mains and utility-company equipment, water authority assets, public sewers and third-party infrastructure.
  • Damage caused by deliberate acts, misuse, unauthorised alterations, poor-quality previous work where this is the direct cause of the incident, or failure to follow reasonable maintenance requirements.
  • Consequential losses such as damaged contents, alternative accommodation, lost rent, loss of earnings, business interruption or loss of use, unless expressly stated elsewhere in the main terms.

8. Claim limits and repeat faults

  • Unless a different limit is shown in the customer’s plan schedule, the maximum service value is £500 for one accepted claim and £1,500 in total during any rolling 12-month period.
  • One underlying fault is treated as one claim, even where more than one visit or action is required to diagnose or make safe the same cause.
  • The same underlying fault cannot be split into separate claims to increase the available limit.
  • Where Nexgen identifies a larger underlying defect and recommends permanent remedial work, repeat attendance arising from that same unresolved cause may be excluded if the recommended work is declined or not completed.
  • If a permanent repair cannot reasonably be completed within the add-on scope or limit, Nexgen may make safe and provide a separate quotation for additional work.

9. How to request assistance
1. The customer must contact Nexgen first and obtain authorisation before instructing another contractor.
2. The customer must give accurate information about the fault, when symptoms first appeared, and any previous work or diagnosis.
3. The applicable customer contribution must be paid when requested before or at attendance.
4. An adult must provide safe access to the property and the affected area. Pets, hazards and obstructions must be controlled.
5. Nexgen may give reasonable instructions to reduce damage before arrival, such as isolating the water supply or electrical circuit. The customer should follow those instructions where safe to do so.
6. Costs from unauthorised third-party contractors will not normally be reimbursed.

10. Attendance, repair and make-safe decisions

  • Nexgen will use reasonable efforts to respond according to the seriousness of the incident, engineer availability, location and safe working conditions. No particular arrival time is guaranteed unless confirmed for that incident.
  • The attending engineer decides what work is reasonably necessary to diagnose, repair or make safe the covered emergency within the addon scope.
  • Where full repair is not reasonably possible at the first visit, a temporary make-safe may satisfy the emergency obligation pending further separately agreed work.
  • Nexgen may refuse or stop work where access is unsafe, asbestos or another hazardous material is suspected, the installation is dangerous, the work falls outside the engineer’s competence, or completing the work would breach applicable safety requirements.

11. Relationship with the main Nexgen Protect terms

  • All general payment, cancellation, data protection, complaints and customer conduct provisions in the main Nexgen Protect terms continue to apply unless specifically varied by this addendum.
  • Boiler faults remain subject to the customer’s main Nexgen Protect boiler cover terms and are not converted into a Home Emergency AddOn claim merely because they are urgent.
  • Any service not expressly included in this addendum is outside the Home Emergency Add-On unless Nexgen confirms otherwise in writing