Terms & Conditions

1. Quotation and Contract

This quotation is valid for 14 days from the date of issue and covers only the work, materials and equipment specifically detailed within it. Any exclusions, assumptions or additional charges will be identified in the quotation or agreed in writing before the relevant work proceeds.

The company is not VAT registered and does not charge VAT. If the company’s VAT status changes, the applicable VAT treatment will be communicated in accordance with the law.

A contract is formed when the customer accepts the quotation electronically, by email or WhatsApp, or by another method agreed with the company. The customer will be provided with the applicable quotation and Terms & Conditions before becoming bound by the contract.

Where a specific term in the quotation conflicts with these general Terms & Conditions, the specific term in the accepted quotation will take precedence.

Any deposit and payment arrangements will be stated on the quotation or otherwise agreed in writing before work commences.

Any additional work required will be discussed, quoted and agreed with the customer before proceeding, except where immediate action is reasonably necessary to address a safety concern. The company will explain the nature and likely cost of any such action as soon as reasonably practicable.

2. Payment and Deposits

Payment arrangements will be stated on the quotation or agreed in writing before work commences.

For boiler installations, a deposit of 75% of the quoted price is payable to secure the booking and enable the company to arrange the necessary materials and equipment. Unless otherwise agreed in writing, the deposit is payable within 24 hours of acceptance of the quotation.

For other larger jobs where a deposit is required, the deposit will normally be 50% of the quoted price, with the remaining balance payable on completion, unless otherwise agreed in writing.

For repairs and servicing, payment is due on completion and must be made within 7 days, unless otherwise agreed in writing. Where parts are expensive, specialised or not routinely held in stock, payment for those parts may be required in advance. This requirement will be communicated and agreed with the customer before the parts are ordered.

Unless otherwise agreed in writing, outstanding balances are payable within 7 days of completion of the agreed work. Payment is accepted by BACS or cash.

If a required deposit or advance payment is not received, the company may delay ordering materials or confirming the booking. Any resulting change to the proposed installation or completion date will be communicated to the customer.

Deposits are advance payments towards the agreed work and are not automatically non-refundable. If the customer cancels or postpones the work, the company may seek to recover reasonable losses directly resulting from the cancellation or postponement, including reasonable costs already incurred, unavoidable commitments made specifically for the booking, non-refundable materials and reasonable administrative costs actually incurred. The company will take reasonable steps to minimise its losses and will not recover the same loss twice.

Any refundable balance will be returned to the customer. Deductions and refunds remain subject to applicable statutory rights, including any statutory cancellation rights.

Goods supplied remain the property of the company until payment is received in full, to the extent that such retention of title is legally effective. This clause does not give the company an automatic right to enter a property or remove goods that have been installed.

If payment is overdue, the company may pursue recovery of the outstanding amount through lawful means. Any interest, recovery costs or other charges will only be claimed where there is a lawful entitlement to do so.

3. Access and Customer Responsibilities

The customer must provide safe and reasonable access to the property and work area, including:

• A clear working area around the boiler, pipework and any areas to be accessed.
• A working water supply and electricity supply where required.
• Suitable parking or unloading access where reasonably possible.
• Pets and children kept clear of the work area.

The customer is responsible for informing the company of any known issues with the existing heating system that may affect installation, servicing or repairs, and of any known or suspected asbestos in the property.

If asbestos is found or suspected, work will stop in the affected area until the issue has been appropriately assessed and dealt with.

If inadequate access, undisclosed conditions or the customer’s failure to meet these responsibilities causes additional work, delay or cost, the company will explain the position and agree any additional charge with the customer before proceeding, except where immediate action is reasonably necessary for safety.

Nothing in this clause removes the company’s responsibility to exercise reasonable care and skill.

4. Delays

The company will make reasonable efforts to start and complete work on the agreed dates. Dates will be treated as estimates unless a specific date or deadline has been expressly agreed as binding.

Delays may arise from matters outside the company’s reasonable control, including supplier or manufacturer delays, availability of parts, severe weather, access difficulties or unforeseen issues discovered during the work.

The company will keep the customer informed of significant delays and, where reasonably practicable, provide an updated expected date.

Nothing in this clause removes the customer’s statutory rights or allows the company to disregard an agreed deadline where the law provides a remedy for failure to meet it.

5. Cancellation

The customer’s cancellation rights depend on the type of contract and the circumstances in which it was made.

For qualifying contracts made at a distance or away from the company’s business premises, including certain contracts agreed online, by telephone or at the customer’s home, the customer will generally have a statutory cancellation period of 14 days. The applicable period, required information and any relevant exceptions will be dealt with in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and other applicable law.

Where required by law, the company will provide cancellation information and a model cancellation form before or at the appropriate time.

To exercise a statutory cancellation right, the customer may inform the company clearly by email, WhatsApp or another written method accepted by the company. The customer does not have to use the model cancellation form where the law permits another clear statement of cancellation.

Where the customer requests that services begin during a statutory cancellation period, the company will obtain the express request and any acknowledgement required by law before commencing the relevant services. For an applicable off-premises contract, the request will be recorded on a durable medium, such as email or an appropriate electronic document.

Where a customer lawfully cancels after requesting an early start, the company may charge for services properly performed before cancellation only where the applicable statutory conditions have been satisfied. Any charge will be calculated in accordance with the law and will not exceed the amount lawfully recoverable.

The cancellation rights relating to goods, including goods ordered specifically for an installation, will be determined in accordance with applicable consumer law. Goods are not automatically exempt from cancellation rights merely because they have been ordered for a particular customer.

Where the customer cancels after any applicable statutory cancellation period, or otherwise cancels or postpones work in circumstances where contractual charges may lawfully apply, the company may seek to recover reasonable losses directly resulting from the cancellation or postponement. These may include:

• Reasonable costs of materials or parts that cannot reasonably be cancelled, returned or reused.
• Reasonable and evidenced labour or engineer costs already incurred specifically for the booking.
• Reasonable, unavoidable third-party commitments.
• Reasonable administrative costs actually incurred in dealing with the cancellation.

Any claim for lost working time or lost revenue will take account of the company’s ability to redeploy the engineer, fill the booking or otherwise reduce its loss. The company will not charge for costs saved as a result of the cancellation or recover the same loss twice.

Any deductions from advance payments will be itemised where reasonably practicable, and any remaining refundable balance will be returned to the customer.

These provisions do not remove any statutory cancellation right or permit a charge that would be unfair or unlawful.

6. Liability

The company will carry out its work with reasonable care and skill and will comply with applicable legal and safety requirements.

Nothing in these Terms & Conditions excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited.

Subject to applicable law, the company will not be liable for losses that were not reasonably foreseeable at the time the contract was made, or for losses caused by circumstances for which the company is not legally responsible.

The company does not accept responsibility for pre-existing faults, deterioration or defects in existing systems or components that have not been replaced or included in the agreed work, except where the loss or damage is caused by the company’s failure to exercise reasonable care and skill or where liability cannot lawfully be excluded.

Nothing in this clause limits any statutory rights or remedies available to the customer, including rights relating to the quality of goods or the performance of services.

7. Governing Law

These Terms & Conditions and any contract formed under them are governed by the law of England and Wales, subject to any mandatory legal rights applicable to the customer.

8. Installation and Safety

All gas work will be carried out by appropriately qualified engineers who are registered with Gas Safe Register for the relevant categories of work, in accordance with applicable legislation, safety requirements and technical standards.

Installations will be tested and commissioned as required. Applicable Building Regulations notifications and relevant certificates or documentation will be provided where required.

Where an appliance or installation presents a safety concern, the company may need to leave it disconnected, isolated or turned off until the relevant safety issue has been addressed. The company will explain the concern and any necessary next steps to the customer as soon as reasonably practicable.

The company will not knowingly carry out work in a manner that would breach applicable gas safety requirements.

9. Boiler Warranty and Workmanship

The boiler manufacturer’s warranty is subject to the manufacturer’s own terms, conditions and servicing requirements. These may include conditions concerning system cleaning and protection, such as a filter and inhibitor, correct commissioning, warranty registration and annual servicing by a suitably qualified engineer.

The customer is responsible for complying with applicable manufacturer servicing requirements after installation. The company will explain any relevant installation requirements included in the quotation and will provide available warranty registration information where applicable.

Any workmanship guarantee provided by the company covers defects attributable to the installation work carried out by the company. Unless a different period is expressly confirmed in the quotation, the workmanship guarantee period is 1 year from the date of completion.

The workmanship guarantee does not cover faults, wear, corrosion, deterioration or failures in existing pipework or components that have not been replaced as part of the agreed work, nor defects caused by third parties, misuse, lack of maintenance or subsequent alterations, except where the company remains legally responsible.

This workmanship guarantee is separate from any manufacturer’s warranty and does not affect the customer’s statutory rights.

10. Additional Work During Installation

If unforeseen issues, hidden defects or safety concerns are identified during installation, work may need to be paused until the issue has been assessed.

Any additional work or costs will be explained and agreed with the customer before proceeding, except where immediate action is reasonably necessary to address a safety concern.

If the customer declines additional work necessary to complete the installation, the company may stop the affected work and explain the implications, including whether the installation can safely be left in its current condition.

The company may charge for work properly completed under the original agreement, materials supplied and reasonable, unavoidable costs directly arising from the customer’s decision, subject to the contract and applicable law.

Where the declined work concerns safety, the company may be required to leave an appliance disconnected, isolated or turned off. The company will explain any necessary safety measures and the steps required before the installation can be used safely.

No additional chargeable work will be undertaken without the customer’s agreement unless immediate action is reasonably necessary for safety and is lawful.

11. Electrical Work

Unless specifically stated in the quotation, the price does not include new electrical circuits, consumer unit upgrades or other electrical work outside the work expressly quoted.

Where electrical work is needed to complete the installation, it will be discussed with the customer and quoted separately before proceeding.

Any electrical work undertaken by the company will be carried out by appropriately competent persons and in accordance with applicable legal requirements.

12. Making Good

Unless specifically stated in the quotation, the price does not include plastering, decorating, painting, flooring, tiling, carpentry, boxing-in of pipework or other making good to surfaces and finishes disturbed by the installation.

Reasonable care will be taken to minimise disturbance. Some making good may be necessary following the removal or installation of equipment.

The exclusion of making-good work does not exclude the company’s responsibility for damage caused by its failure to exercise reasonable care and skill.

13. Waste Removal

Removal and disposal of an existing boiler, packaging, installation waste and other materials are included only where expressly stated in the quotation.

Where waste removal is excluded, the customer will be responsible for arranging appropriate disposal unless otherwise agreed in writing.

Any waste handling or disposal undertaken by the company will comply with applicable legal requirements.

14. Boiler Servicing

The boiler service fee covers the engineer’s attendance, the inspection and assessment carried out, and the associated service records and safety documentation appropriate to the work undertaken.

If a fault or safety concern is identified that prevents the service from being fully completed, the full service fee remains payable where the agreed inspection and assessment have been carried out and the work undertaken justifies the fee. This may include the preparation of necessary safety records or documentation where an appliance cannot safely be serviced or must be classified as unsafe.

The engineer will explain the reason the service cannot be completed and any necessary repairs or safety measures. Any additional repair work will be quoted separately and agreed with the customer before proceeding, except where immediate action is reasonably necessary for safety.

If the company subsequently carries out the necessary repair successfully, it will complete the outstanding service work at no additional service charge, provided that the repair enables the service to be completed and the customer has accepted the repair quotation.

If the repair is not carried out by the company, the original service fee remains payable for the inspection and assessment already undertaken, subject to applicable law.

This clause does not entitle the company to charge the full fee where the service has not been meaningfully carried out due to the company’s own failure to perform the agreed work with reasonable care and skill.

15. Breakdown Call-Outs and Diagnostics

An initial assessment of the reported fault, lasting approximately 15-20 minutes, will be provided without a separate diagnostic labour charge, at a time reasonably convenient within the engineer’s working day.

Where further diagnostic testing or fault-finding is required beyond the initial assessment, a charge of £85 will apply for up to one hour of testing. If further diagnostic testing or fault-finding is required beyond the first hour then a charge of £85 per hour will apply, calculated in 30-minute increments at £42.50 per increment.

Before chargeable diagnostic work begins, the engineer will notify the company, and the customer will be informed of the need for further investigation and the applicable charges. The company will obtain the customer’s acknowledgement electronically before proceeding.

If the customer does not agree to further chargeable diagnostics, the company will not undertake that additional investigation, except where immediate action is reasonably necessary for safety and is lawful.

The diagnostic fee is payable for chargeable investigation properly carried out, regardless of whether the customer chooses to use the company for the repairs subsequently recommended.

Any repairs, parts or additional visits will be quoted separately where appropriate and agreed with the customer before proceeding.

16. Repairs and Additional Work

Repair quotations cover only the specific fault and work detailed in the quotation.

If further faults are identified or additional work or visits are required, any extra charges will be explained and agreed with the customer before proceeding.

The company is not responsible for unrelated pre-existing faults merely because they are discovered during a repair visit. This does not exclude responsibility for faults or damage caused by the company’s own work.

Where further work is declined, the customer remains liable for charges properly incurred under the original agreement, subject to the contract and applicable law.

17. Boiler Installations and Existing Pipework

Installation quotations cover only the work and materials specifically detailed in the quotation. Existing pipework, joints, valves, radiators and other system components are excluded unless expressly stated otherwise.

Changes in system pressure or operating conditions following installation may expose existing weaknesses, corrosion, deterioration or other defects in pipework, joints, valves and components. These conditions may result in leaks or faults that were not apparent before the installation.

Where the company identifies visible weaknesses or defects during its survey or installation work, it will inform the customer as soon as reasonably practicable. Any recommended remedial work will be discussed and quoted separately or as part of the installation quotation before proceeding.

The company is not responsible for pre-existing faults, corrosion, deterioration, leaks or subsequent failures in existing pipework or components that have not been replaced as part of the agreed installation, except where the failure or damage is caused by the company’s failure to exercise reasonable care and skill or where liability cannot lawfully be excluded.

The exclusion of existing pipework and components does not relieve the company of responsibility for damage caused by its own work, including damage to existing pipework or components during installation.

Where an existing defect presents a safety concern or prevents the installation from being completed safely, the company may pause the work and explain the necessary remedial action. Any additional work and charges will be agreed before proceeding, except where immediate action is reasonably necessary for safety and is lawful.

The customer remains responsible for arranging and paying for remedial work to excluded existing pipework or components where that work is not caused by the company’s failure to exercise reasonable care and skill.