BAXI HEATING UK LIMITED
TERMS & CONDITIONS – WORKS LOYALTY SCHEME ("the Scheme")
This document sets out the revised terms and conditions of the Scheme having effect from June 2023.
Baxi Heating UK Limited (“Baxi”) is a company registered in England and Wales with registered number 03879156 whose registered office is at Brooks House, Coventry Road, Warwick, CV34 4LL.
The Scheme is operated by Baxi under which Baxi Works points may be collected on the purchase and registration of Qualifying Baxi Products. These may be exchanged for specified reward goods and services.
"Account" your account with the Scheme, detailing points collected and points redeemed
"Baxi" Baxi Heating UK Limited and connected Brands;
"Baxi Customer Support" is the service division of Baxi
"Building Regulations" means compliance with Part J and Part L of the applicable regulations;
"Baxi Works" is the name of the Scheme
"Baxi Works Points" points awarded under the Scheme on registration of a qualifying Promotional Code;
“Business(es)” includes limited companies, partnerships, and sole traders;
"Business Support Items" means the items bought with points as offered on the website and which are subject to change from time to time;
"Membership Agreement" your agreement with Baxi for membership of the Scheme which incorporates these terms and conditions;
"Membership Tiers" are the membership levels available. The following membership tiers are available Member, Associate, Baxi Approved Installer and Baxi Cylinder Installer;
"Rewards Partner” any company whom Baxi may appoint from time to time as a supplier of Scheme Rewards in connection with the Scheme;
"Promotional Code" the promotional code is supplied with a Qualifying Product;
"Qualifying Baxi Products" those Baxi products for which Scheme Points will be awarded, as determined by Baxi from time to time under Clause 5.1;
"Redemption Value" the redemption value of Scheme Points when used to purchase Scheme Rewards as determined by Baxi from time to time under Clause 7;
"Rewards" the goods and services which may be purchased using Points as determined by Baxi under Clause 7.1;
"you" or “your” the sole trader, partnership or company who has applied to join and who has been accepted by Baxi into the Scheme.
3. SCHEME WEBSITE/ONLINE COMMUNICATION
All processes and methods relating to the Scheme, including becoming a member of the Scheme, claiming Points, ordering Rewards, updating your Account and communicating with Baxi are performed through the Scheme website and Baxi will not be obliged to use or accept any other method of transaction or communication with you (including post or telephone) unless otherwise stated in these terms and conditions.
4. SCHEME MEMBERSHIP
4.1 Membership of the Scheme is open to businesses who supply and install heating products manufactured by Baxi and whose principal place of business is situated in the UK and Channel Islands. Businesses and/or individuals (professional heating engineers) must be Gas Safe registered for Membership Tiers: Member, Associate and Baxi Approved Installer.
4.2 Membership is only open to businesses. It is not open to consumers, namely natural persons acting for purposes outside their business. By becoming a member, you represent to Baxi that you are acting for purposes within your business.
4.3 Membership of the Scheme is not open to anyone currently employed by Baxi Heating UK Limited.
4.4 Membership of the Scheme is open to anyone who receives contract support from Baxi, however, will not be eligible to claim Baxi Works Points, or register an extended warranty for products included in the support agreement(s) (either directly from Baxi or indirectly via a merchant/distributor).
4.5 Membership of the Scheme is at the sole discretion of Baxi, and Baxi shall not be obliged to accept any applications for membership of the Scheme.
4.6 Membership of the Scheme is not available to persons under the age of 18 and the Rewards may not be redeemed by persons under the age of 18. You are responsible for ensuring that this age limit is strictly adhered to.
4.7 Claims for Baxi Works Points can only be made for Qualifying Baxi Products purchased solely for business use by you or a representative of the business who is claiming the reward.
4.8 When you apply to become a member of the Scheme you agree that your application and membership of the Scheme shall be governed by these terms and conditions.
4.9 You must ensure that all information you provide to Baxi is accurate, and you must keep your contact and other details up to date, using the forms provided on the Scheme website. If you remove details which Baxi needs to administer your membership, Baxi may require you to supply alternative details or may terminate your Membership Agreement.
Baxi may from time to time require you to reconfirm your details by visiting the Scheme Web Site and actively confirming through the Scheme website that the details are correct. If you fail to do so within 14 days of a request, Baxi may in its sole discretion terminate your membership of the Scheme immediately by notice to you which may result in loss of any points accrued to date.
4.10 Your membership of the Scheme and the benefit of your Points are personal to you, and you may not assign or transfer your Membership Agreement or such benefit to any other person, or create a charge over or declare a trust over your Membership Agreement or such benefit. However, with the prior written consent of Baxi, which will not be unreasonably withheld, you may transfer your membership and the benefit of your Points to a purchaser of the parent company of your business.
4.11 You are responsible for management of all usernames and passwords provided in connection with the Scheme, and Baxi shall not be responsible for any misuse of such usernames and passwords, or any fraud committed using such usernames and passwords.
4.12 Your Membership Tier will be reviewed annually. The number of Baxi products that You have registered over the previous year, along with Your Gas Safe Registration status, and Your Baxi training attendance will determine Your Membership Tier for the following 12 months. The number of annual registrations required at each tier will be published on the Scheme website.
4.13 To become a Baxi Approved Installer, you will also be required to enter into a Baxi Approved Installer Agreement and have valid Public Liability Insurance.
4.14 We recommend that you choose a strong password for your Account, consisting of a combination of upper and lowercase letters and numbers. It is your responsibility to keep your password safe. You must not share your Account with anyone else. If you believe your Account is being used without your permission, please contact Us immediately. We will not be liable for any unauthorised use of your Account.
5. QUALIFYING BAXI PRODUCTS
5.1 You will be awarded Baxi Works Points for each Qualifying Baxi Product which you purchase and register on Baxi Works. Baxi may determine and change from time to time, without prior notice to you, the Baxi products that qualify for Points. Products valid for Baxi Works Points will be displayed on the Scheme website.
5.2 The number of Baxi Works Points awarded for a qualifying Baxi product will be stated on the Scheme website. Baxi may determine and change from time to time, without notice to you, how many Points will be awarded for a Qualifying Baxi Product.
5.3 You may claim Baxi Works Points for up to 30 days after you have purchased and registered a qualifying Baxi Product. The procedure for claiming Baxi Works points is through the Scheme website and requires the Promotional Code. If a valid Promotional Code has been supplied by you, the Baxi Works Points will be allocated automatically to your Account when you have completed the product registration (this includes supplying details to register the warranty).
Baxi also reserves the right to request from time-to-time proof of purchase (such as a copy invoice) to validate your claim as a condition of issuing Baxi Works Points.
5.4 Where a qualifying Baxi product purchased by you has already been discounted in some other way, or is subject to any other promotion, rebate, or reward scheme, or you have received or are entitled to receive any discount, rebate, gift, or other reward in respect of such qualifying Baxi Product, then it will not attract Baxi Works points. Baxi Works points can also be deducted in the event that this applies.
6. BAXI WORKS POINTS
6.1 Baxi Works Points will be valid for 24 months from and including the day those Baxi Works Points are credited to your Account by. If you do not use your Baxi Works Points to purchase Rewards product on Baxi Works within that period, those Baxi Works Points will cease to be valid.
6.2 Your accumulated Baxi Works Points balance may be checked at any time through the website, and you will be given up to the minute availability when you submit an order for a Reward on Baxi Works.
6.3 Baxi Works Points may only be used to purchase Rewards and may not be exchanged for cash. Baxi Works Points cannot be used to finance pre-arranged or external direct purchases.
6.4 Baxi Works Points will be awarded when a valid Promotional Code label is claimed on the Scheme website. The Promotional Code contains 17 digits unique to the product. Promotional Codes shorter than this are not valid.
6.5 Baxi may introduce additional Membership Tiers in accordance with any changes to its own terms and conditions.
7. SCHEME REWARDS
7.1 The Rewards available at any point are listed on the Scheme website.
Baxi may determine and change the nature and quantity of Rewards which are offered from time to time without prior notice to you. All Rewards are subject to availability, and you should not assume that any given Reward will be available or continue to be available in the future or at any stated Redemption Value.
7.2 All Rewards must be ordered directly from the rewards catalogue on the Scheme website. Unless specifically notified otherwise, all rewards supplied in return for Baxi Works Points are provided solely by our rewards partners. Our reward partners make no warrant in respect to any reward. You must exchange defective products or goods by following the supplier-designated procedures.
7.3 Rewards can be claimed by redeeming Baxi Works Points only. In order to claim a reward, you must hold a sufficient points balance to cover the Points referenced on the reward catalogue.
7.4 Please allow 14 days for the delivery of the Rewards from the day you submitted the order. In case your order hasn't arrived within 14 days (or any other time period given by our reward partner for the delivery) of your order, you may contact Baxi via the Scheme website within 4 weeks of the date of the order. We will reject any claims for non-delivery after the above 4 weeks time period.
7.5 The Redemption Value(s) for all or any given Reward(s) will be specified on the Scheme website.
7.6 Baxi may set and change the Redemption Value(s) for your Baxi Works Points and for any given Reward(s) from time to time at its sole discretion without prior notice to you. You should not assume that any stated Redemption Value(s) will remain the same. However, no variation to any Redemption Value(s) will affect any orders for Rewards which have been submitted by you prior to the time the variation is made.
7.7 Subject to condition 14.1 below, to the fullest extent permitted by law Baxi shall have no liability to you (whether in contract or tort, or under statute, or for breach of contract, negligence, breach of statutory duty, or otherwise howsoever) with respect to the Scheme Rewards, including with respect to safety, quality, fitness for purpose, compliance with description or otherwise, or with respect to any delay in delivery, non-delivery or other breach by the reward partners of any contract to supply you a Reward, and all such liability is hereby excluded to the fullest extent permitted by law. For the avoidance of doubt, all warranties, terms and conditions implied by statute, common law, custom or otherwise as to the safety, condition or quality of the scheme rewards, or the fitness for purpose of the scheme rewards, or correspondence of the scheme rewards with any sample or description, are hereby excluded.
7.8 Where you are entitled to any refund with respect to any Reward, except the event you receive a full or partial refund in any other form such refund may be in the form of a re-credit of some, or all of the Baxi Works Points used by you to purchase such Reward.
8. BUSINESS SUPPORT ITEMS
8.1 The Business Support Items available at any point are listed on the Scheme website. Baxi may determine and change the nature and quantity of Business Support Items which are offered from time to time without prior notice to you. All Business Support Items are subject to availability, and you should not assume that any given Business Support Items will be available or continue to be available in the future or at any stated Redemption Value.
8.2 The Redemption Value(s) for all or any given Business Support Items will be specified on the Scheme website.
8.3 Baxi may set and change the Redemption Value(s) for any given Business Support Items from time to time at its sole discretion without prior notice to you. You should not assume that any stated Redemption Value(s) will remain the same. However, no variation to any Redemption Value(s) will affect any orders for Business Support Items which have been submitted by you and accepted by Baxi prior to the time the variation is made.
8.4 Baxi does not warrant that lead-generating measures will generate leads or subsequent business.
8.5 Where Business Support Items are personalised, the member is responsible for ensuring details (as signed off) are accurate and Baxi will not be responsible for any errors as a result of incorrect information supplied.
8.6 No refund is available on Business Support Items.
8.7 Where separate terms and conditions apply to certain Business Support Items, these will be available on the website.
9. BAXI CUSTOMER SUPPORT PRIORITY
9.1 Priority phone line. If you ring Baxi Customer Support, on the dedicated Works priority line and select option 1 for ‘service’ we aim to answer your call within 30 seconds. If all our agents are busy, you can leave your details on the Works answer phone, and we will ring you back within half an hour. If you select option 2 for 'technical', you’ll jump straight to the front of the queue for the top tier of technical support. The Works priority phone line is only available to you, the Works member, not the homeowner.
9.2 Next day call out from Baxi Customer Support. For members, associates, and Baxi Cylinder Installers we guarantee next day call out (dependant on time and date of call as set out below) for breakdowns of registered boilers or cylinders (excluding Heat Pumps, Heatrae Sadia Multipoint, Supreme and Streamline) for appliances off* within warranty
* 'appliance off' means an appliance that is not producing heating or hot water, or leaks gas or water.
9.3 Same day call out from Baxi Customer Support. For Baxi Approved Installers, we offer same day call out (dependant on time and date of call, as set out below) for breakdowns of registered boilers or cylinders (excluding Heat Pumps, Heatrae Sadia Multipoint, Supreme and Streamline) for appliances off* within warranty
* 'appliance off' means an appliance that is not producing heating or hot water, or leaks gas or water.
9.4 Same or next day call out does not apply to Heat Pumps, Heatrae Sadia Multipoint, Supreme or Streamline products. We will provide you with an estimated response time for these products when you call.
9.5 Baxi reserves the right to withdraw the Baxi Customer Support priority service call out and priority technical helpline if you are not participating in the Scheme (registering at least 1 boiler a year).
9.6 The same day call out operates on a reasonable endeavour basis. For example, in periods of high demand, such as adverse weather conditions, Baxi cannot guarantee to meet the timeframes set out in 9.2 and 9.3.
9.7 For Scotland, the same and next day call out only applies to the following postcode regions AB10---32, AB39---42/51, DD, DG1/2/5/10---16, EH, FK, ML, KA (except KA27), KY, G (except G83 0/G83 8/G83 9/G84 7/G84 8/G84 9), IV1---18/30/31/32/36, PA1---20, PH1---7, TD. The above SLA is not applicable to any postcodes outside of these regions due to their rural locations. A Saturday call out is not available for the postcodes AB, DD and IV.
10. WARRANTY REGISTRATIONS
10.1 You will apply for manufacturer's warranty by completing the online registration form on the website.
10.2 To complete the form you will need the serial number of the appliance.
10.3 Manufacturer's warranty registrations and extended warranty registrations are carried out in accordance with Baxi Customer Support terms and conditions, which are available on the website.
11. GAS WORK NOTIFICATION
11.1 When you register applicable Qualifying Products with Baxi, you will have the option of letting Baxi register the appliance with Gas Safe who will notify the Local Authority. Baxi will issue a confirmation letter and the notification certificate to the address you have specified during the process.
12. DATA PROTECTION
12.1 Data provided for Warranty Registration will be used in accordance with Baxi's terms and conditions of business, a copy of which is available by clicking here.
12.2 Data provided for Gas Work Notification will be used in accordance with Baxi's terms and conditions of business, a copy of which is available on the website.
12.4 All personal information that Baxi may collect (including, but not limited to, your name and contact details) will be collected, used, and held in accordance with the provisions of the UK Data Protection Act 2018 and your rights under and Our obligations under that Act.
12.5 We may use your personal information to:
In particular, such information may be held by Baxi or its agents or sub-contractors for the purposes of operating the Scheme, and such information may be passed on to our rewards partners to enable them to fulfil any agreement you make with them to purchase a Reward. You will be responsible for ensuring that all such individuals have consented to the use of their data in the manner envisaged above.
12.7 We will not pass on your personal information to any third parties without first obtaining your express permission to do so, except whereby law Baxi is required to share your personal information to law enforcement.
13.1 By joining the Baxi Works Scheme you agree to allow Baxi and its partners to communicate with you via your chosen method with suitable offers, which may contain opportunities to earn and redeem. Baxi will always use this communication method responsibly. If you would prefer not to receive such offers you can contact Baxi via the Scheme website. Alternatively, you are given the opportunity in every electronic communication received to opt-out of receiving any further communication.
14. BAXI GENERAL LIABILITY
14.1 Nothing in these conditions shall limit or exclude either parties liability for:
14.2 Baxi excludes and shall not have liability to you (whether in contract, tort, or under statute, or for breach of contract, negligence, breach of statutory duty, or otherwise and howsoever arising) for any of the following types of loss or any losses resulting therefrom:
14.2.1 any special, indirect, or consequential loss;
14.2.2 any loss of profit, use, expectation, anticipated savings, data, production, business, revenue, contract, or goodwill;
14.2.3 any costs or expenses, liability, commitment, contract, or expenditure incurred in reliance on or in the expectation of the scheme rewards being provided in accordance with the scheme; or
14.2.4 losses suffered by third parties or your liability to any third party.
14.3 all warranties, conditions and other terms implied by statute or common law are, to the fullest extent permitted by law, excluded from this agreement.
15. FORCE MAJEURE
Baxi shall not be in breach of your Membership Agreement where Baxi fails to perform or delays in performing any obligations which it has to you under your Membership Agreement or in relation to the Schedule due to any event or circumstance beyond its reasonable control.
16. FRAUDULENT ACTIVITY
If you have claimed Baxi Works Points unlawfully or in breach of your Membership Agreement, then in addition to any other rights and remedies of Baxi:
16.1 If you have been supplied with any Reward, paid for using any such Baxi Works Points, you will be liable to pay to Baxi on demand an amount equal to the value of such Reward less any cash payment you made in respect of such Reward.
16.2 Baxi's Rewards Partners shall be entitled to cancel any undelivered orders for Rewards you have made.
16.3 Baxi shall be entitled to forfeit all of your Baxi Works Points, including validly claimed Baxi Works Points.
16.4 Baxi shall be entitled to refuse to award further Baxi Works Points.
16.5 Baxi shall cancel your membership.
17.1 You may at any time by notice to Baxi terminate your membership of the Scheme. In such case, your membership will terminate at the end of the next day following receipt of your notice. Baxi may terminate your membership of the Scheme at any time immediately by notice to you.
17.2 Baxi may close the Scheme at any time by at least one week's notice on the website which shall affect a termination of your Membership Agreement at the point of closure.
17.3 We may terminate your membership of the Scheme immediately by notice to you if you:
17.3.1 commit an irremediable material breach of your Membership Agreement;
17.3.2 commit any breach of these terms (however minor, and whether or not remediable) and you commit a similar breach again after notice from Baxi;
17.3.3 commit any remediable breach of these terms and conditions (however minor) and do not remedy that breach in a reasonable period after notice from Baxi.
17.4 On closure of this Scheme or termination of your membership of the Scheme, your Membership Agreement will terminate and all your Baxi Works points will automatically cease to be valid and be forfeit.
Baxi may unilaterally vary the Scheme and all or any of the terms of the Scheme, including these terms and conditions, and any other terms of your Membership Agreement in any way and at any time immediately by notice posted on the Scheme website, or by notice sent by e-mail or post to you.
19.1 The Baxi Works Points and Rewards may be subject to taxation. Any such tax liability is your sole responsibility and Baxi will not accept any responsibility for tax liabilities incurred as a result of any receipt by you of Baxi Works Points or purchase by you of Rewards using Baxi Works Points, or in respect of contract support or any other discounts, rewards or benefits received by you in return for the purchase of Baxi products.
19.2 No person other than you and Baxi shall have the right to enforce any term of your Membership Agreement, including these terms and conditions, and the Contracts (Rights of Third Parties) Act 1999 shall not apply. In any event the Membership Agreement and these terms and conditions may be varied without the consent of any third party.
19.3 Baxi may sub-contract its obligations in relation to the Scheme and its operation and may appoint an agent to operate the Scheme on its behalf.
19.4 Baxi reserves the right to audit the boiler registration process from time to time, which may include requesting copy invoices relating to specific, recently registered boilers.
19.5 All notices and communications by you to Baxi concerning the Scheme, including complaints and questions, shall be sent by e-mail using the address stated on the Scheme website, or using any web form submitted through the Scheme website, or using any technical enquiry number provided from time to time on the Scheme website.
All notices and communications from Baxi to you may be sent by e-mail using the address which you have provided Baxi in your registration with the Scheme. You will be responsible for keeping this e-mail address up to date.
19.6 In these terms and conditions a reference to a "person" includes a reference to a company or other body corporate, association, partnership or individual; a reference to the singular shall include the plural and vice versa; references to liability include liability in contract, negligence, tort and otherwise howsoever, other than for fraud; and a reference to any gender shall include every gender.
20. IT LIABILITY
20.1 Baxi and its affiliates are not responsible for lost, interrupted or unavailable network service or other connections, miscommunications, computer, or technical failure, or incorrect or inaccurate bidding information howsoever caused or other error of any kind whether human, mechanical, or electronic.
21. LAW AND JURISDICTION
21.1 These Terms and Conditions, and the relationship between you and Baxi (whether contractual or otherwise) shall be governed by, and construed in accordance with, English law.
21.2 You agree that the Scheme and your Membership Agreement is governed by English Law, and that the English Courts shall have exclusive jurisdiction.
21.3 If you are a business, any disputes concerning these Terms and Conditions, the relationship between you and Baxi, or any matters arising therefrom or associated therewith (whether contractual or otherwise) shall be subject to the exclusive jurisdiction of the courts of England and Wales.