Service Terms

1. Making a Booking

You can book by phone, email or online. Once we confirm your booking:

• You accept these Terms
• We confirm the arrival window
• We may request photos or information to assess the work

A legally binding contract is formed when you confirm a booking for attendance or accept a quote for works, depending on the nature of the service being provided.

We may decline or adjust a booking if:

• The job appears unsafe
• Essential information is missing
• Access cannot be confirmed
• Work cannot be carried out safely
• Conditions at the property prevent safe working

Descriptions, images, advice or examples shown on our website or in marketing materials are for general guidance only and do not form part of the contract unless confirmed in your quote.

2. Arrival Windows & Access

• AM window: 08:00–13:00
• PM window: 12:00–17:00
• First-call arrival slots (usually between 07:30 and 09:00 unless otherwise stated) may be offered but cannot be guaranteed.
• Alternative or more specific arrival windows may be agreed on an ad hoc basis, subject to availability, but are not guaranteed unless expressly confirmed in writing.
• We normally call ahead. If access is unavailable when we arrive, cancellation charges may apply.

3. Pricing, Labour & Quotes

Our standard labour rates, call-out arrangements, and fixed-price offerings may be varied from time to time, including to reflect seasonal demand or changes in operating costs. Any applicable rates or prices will be confirmed at the time of booking or quotation.

3.1 No call-out fee

Labour is charged from arrival when work begins.

3.2 Minimum charge

• 1-hour minimum, then
• 30-minute increments, unless a fixed price is agreed

3.3 Diagnostic or investigative work

Some work requires investigation before quoting (e.g., leaks, heating faults, electrical faults).

• Diagnostic work is chargeable
• We aim to provide a quote within the first hour
• If you choose not to proceed, the minimum charge still applies

3.4 Fixed-price quotes

After assessment:

• We may provide a fixed-price quote
• Quotes are valid for 21 days
• Once accepted, the fixed price replaces hourly billing
• Quotes usually include travel and parts collection time
• Where a price is provided without a prior site visit or full assessment (“site-unseen estimate”), this is an estimate only and is subject to confirmation following an on-site inspection.
• A site-unseen estimate is not a binding fixed-price quote and does not become binding until confirmed in writing after assessment
• If additional findings during assessment or survey materially change the required scope of work, we will issue a revised quote. Work will only proceed once you approve the updated price
• If there is a material change in the cost or availability of parts or materials before work starts, we may revise the quote and will seek your approval before proceeding

3.5 Parts collection

If parts are required and not held in van stock:

• Up to 30 minutes labour may be charged unless otherwise agreed.
• For fixed-price jobs, collection time is normally included

3.6 Deposits

Quoted work may require a 50% deposit.

• We may reduce or waive this for:
• Loyal clients
• Account customers
• Low-risk or low-value work

For longer-duration or higher-value work, staged payments may be required. Any stage payment structure will be agreed with you in advance and set out in writing before work begins.

Deposits for half-day or full-day bookings follow cancellation rules.

Prices are usually shown as exclusive of VAT.

3.7 Payment timing

Unless otherwise agreed in writing, payment for completed work is due immediately upon completion.

3.8 Discounts, vouchers and promotional offers

From time to time we may offer discounts, promotional pricing or voucher codes. Unless expressly stated otherwise in writing:

• Voucher codes are limited to one use per customer.
• Discounts and voucher codes cannot be combined with each other or with any other offer.
• All discounts and promotional offers are discretionary, subject to availability, and may be withdrawn, amended or restricted at any time.
• Discounts and vouchers have no cash value and cannot be exchanged or refunded.
• Discounts or vouchers apply only to the labour or services specified and do not apply to third-party costs, materials, parts, certification fees or statutory charges unless explicitly stated.

4. Cancellations & Rescheduling

4.1 Standard bookings

Free if cancelled by 5pm the previous working day.

Cancellations after this time, no access upon arrival, or where the customer decides not to proceed once attendance has commenced may incur up to 1 hour of labour and/or other reasonable costs incurred.

4.2 Half-day & full-day bookings

Cancellations within 24 hours incur a £200 cancellation charge, deducted from the deposit.

Where attendance has commenced or additional costs have been incurred, we may retain all or part of any deposit in accordance with Section 3.6.

4.3 If we reschedule

We may reschedule due to illness, emergencies, unsafe conditions or events beyond our control.

We are not responsible for costs caused by rescheduling.

5. Customer Responsibilities

To enable safe and efficient work, you agree to:

• Provide safe access to the property
• Provide water, electricity, lighting and toilet access
• Provide parking or permits where needed
• Prepare and clear the work area
• Ensure ventilation where appropriate
• Keep children, pets and visitors away from the work area
• Notify us of:

• asbestos
• contamination
• low pressure
• known faults
• poor system condition
• previous installation issues

• Obtain permissions from landlords/freeholders

5.1 Measurements, information & specifications you supply

If you provide measurements, drawings, instructions or materials:

• You are responsible for their accuracy
• Information you supply must be accurate, suitable for the intended purpose, safe to use, free of third-party rights issues, and provided in the format we request
• We are not liable for delays, rework or additional costs caused by inaccuracies
• You confirm you have permissions/rights to use materials or designs you supply
• Extra work resulting from inaccurate or unsuitable information will be chargeable

5.2 Customer-supplied parts

If you supply your own parts:

• We may refuse to use them if unsafe or incompatible
• We cannot guarantee customer-supplied parts
• Failures or additional issues caused by such parts are chargeable

5.3 Inspection during multi-day work

For work delivered over several days:

• Inspect the work area daily
• Report concerns promptly
• After completion, inspect within 3 days

This does not affect your statutory rights.

5.4 Keys, access devices & security

If you provide keys, fobs or alarm codes:

• We take reasonable care
• We are not liable for security issues unless caused by our negligence

5.5 Protection of our equipment

You must take reasonable care of our tools and materials stored on your property. Deliberate damage or interference may result in immediate suspension or termination of work and chargeable replacement costs.

5.6 Safety in the work area

For safety:

• Do not enter the work area unless we confirm it is safe
• You must follow any PPE or safety guidance we provide
• Visitors must not enter restricted areas

5.7 Following safety instructions for hazardous situations

If hazards exist (e.g., chemicals, sewage, gases, contaminated water):

• You must follow all safety instructions we provide
• Keep others away from hazardous areas
• We cannot accept liability for issues resulting from pre-existing hazardous conditions

5.8 Materials delivered early

If materials arrive before installation:

• Store them safely
• Keep them separate from other items where practical
• Risk transfers to you upon delivery

5.9 Reinstatement and redecoration

Our work does not include redecoration or reinstatement unless specifically stated in your quote. This includes (but is not limited to):

• boxing-in
• flooring
• skirting
• plastering
• painting
• tiling
• cosmetic finishes

Where items must be removed or altered to complete the work, you are responsible for reinstatement unless explicitly included in your quote.

5.10 Costs arising from failure to comply

If additional time, visits, materials or labour are required because you did not meet the responsibilities in Section 5, these additional costs may be chargeable.

5.11 Bookings made on behalf of others

If you book our services on behalf of another person or entity (including tenants, landlords, managing agents or property owners), you confirm that you have the authority to commission the work. This includes, where applicable, the property owner’s permission and any required landlord, freeholder, local authority or listed building consents.

Unless we agree otherwise in writing, you remain responsible for payment.

6. Our Responsibilities

We will:

• Carry out work with reasonable skill and care
• Use qualified and insured operatives
• Follow relevant regulations and industry standards
• Take reasonable care of your property
• Provide clear updates and advice
• Notify you if additional work is required
• Provide handover guidance upon completion

Timeframes are estimates only. Time is not “of the essence” unless specifically agreed.

We may use vetted subcontractors or trade partners to carry out some or all of the work. All operatives we send, whether directly employed or subcontracted, are appropriately qualified, vetted and insured, and are required to comply with these Terms and all relevant legal and safety requirements.

We are not required to proceed with work where conditions are unsafe, non-compliant or materially different from those described at booking.

7. Variations, Additional Work & Sequential Diagnosis

If additional issues arise:

1. We will explain the situation
2. Provide options and costs
3. Proceed only with your approval (unless immediate safety requires action)

Some work requires sequential diagnosis, which may involve:

• Multiple tests
• Temporary reinstatement
• Step-by-step elimination
• Component replacement
• Further visits

We do not guarantee that a particular fault can be identified or resolved within a single visit. New issues may only become visible after earlier faults are resolved.

8. Parts, Materials & Site Conditions

8.1 Ownership & risk

• Materials we supply remain our property until paid in full
• Risk transfers to you when materials are delivered or installed
• You must take reasonable care of stored materials
• Once risk has transferred, you are responsible for insuring the materials against loss or damage.

8.2 Waste removal

We remove waste only if included in your quote. Otherwise, disposal is your responsibility.

8.3 Hazardous or contaminated environments

If we identify hazardous conditions (e.g., sewage, mould, chemicals):

• We take reasonable precautions
• You must follow our safety instructions
• We are not liable for issues caused by pre-existing contamination
• If we identify an unsafe gas, electrical or heating installation, we may issue a formal Warning Notice or advisory report in line with regulatory requirements. Where we classify an installation as “Immediately Dangerous” or “At Risk”, we may be required to isolate or disconnect it for safety.

8.4 Changes and returns

If specially ordered materials are no longer required due to a change of instruction, supplier restocking or return fees (where applicable) may be chargeable. Some items may be non-returnable and therefore non-refundable.

9. Suspension of Work

We may pause work immediately if:

• Payments fall overdue
• Conditions are unsafe
• Essential information is missing
• Access becomes unavailable
• Unsafe methods or materials are requested
• Work cannot safely continue without remedial steps

Work resumes once the issue is resolved.

10. Detailed System Condition Disclaimers

10.1 Heating system condition

Older systems may contain:

• sludge
• corrosion
• scale
• weak joints
• blocked or undersized pipes

Repairs may expose pre-existing weaknesses.

10.2 Powerflush

A powerflush may reveal or worsen issues such as:

• joint failures
• pin-holing
• radiator leaks
• valve failure
• blockages

These outcomes relate to existing condition.

10.3 Radiator valves

Old or seized valves may leak or break when operated.

10.4 Immersion heater removal

Removing old or seized immersion heaters may:

• strip threads
• damage cylinders
• cause cylinders to split

We will advise you of known risks before attempting removal.

10.5 Boilers & gas pressure

Low or unstable gas pressure may:

• prevent proper operation
• prevent commissioning
• affect manufacturer registration

This relates to supply, not installation.

10.6 Electrical installations

Unsafe or non-compliant wiring may:

• prevent completion
• require isolation
• require remedial work

We are not responsible for faults caused by historic poor installation.

10.7 Drainage (where relevant)

Drain clearance cannot be guaranteed where:

• structural defects exist
• incorrect gradients or collapses are present
• fat, scale, roots or debris obstruct the system

Further visits may be required.

11. Guarantees & Warranty Terms

11.1 Workmanship guarantee

Most work includes a 6-month workmanship guarantee. This covers faults arising directly from how the work was carried out.

11.2 What our workmanship guarantee covers

Faults caused by:

• our workmanship

11.3 Parts and manufacturer warranties

Parts we supply and install are covered by the manufacturer’s warranty, not our workmanship guarantee.

• Manufacturer warranty periods and terms vary by product and brand
• We will provide reasonable assistance with warranty claims where required
• Manufacturer warranties do not cover wear and tear, misuse, contamination, or failure caused by system conditions

11.4 What our guarantee does NOT cover

Issues caused by:

• pre-existing system faults
• contamination, corrosion, scale or sludge
• poor water quality
• normal wear and tear
• blockages
• temporary or emergency repairs
• declined recommended work
• customer-supplied parts
• third-party interference or alterations

11.5 Customer maintenance obligations

To maintain warranties, you agree to:

• maintain inhibitor levels where applicable
• follow manufacturer instructions
• service and maintain equipment as recommended
• avoid unauthorised adjustments or alterations

11.6 Reporting issues

You should inspect the work promptly after completion and notify us in writing within 7 days of any concerns.

We will investigate and, where appropriate, rectify agreed workmanship issues at our cost.

If we do not agree that an issue falls within our workmanship guarantee, the original invoice remains payable.

Visits for non-warranty issues are chargeable.

11.7 Third-party remedial work

We are not liable for the cost of any remedial work carried out by a third party where you have not notified us of the issue within a reasonable timeframe and given us an opportunity to attend and investigate or rectify it. This does not affect your statutory rights, including where urgent action is reasonably required to prevent further damage or to address an immediate safety risk.

12. Liability

We do not exclude liability for:

• death or personal injury caused by negligence
• fraud
• your consumer rights

We are not liable for:

• indirect or consequential loss
• loss of income
• costs due to rescheduling
• failures in existing systems
• pre-existing system defects
• design faults
• damage from customer-supplied parts
• issues caused by hazardous or contaminated conditions

Our total liability is limited to the value of the work carried out under the relevant contract.

13. Cooling-Off Rights (Consumer Contracts Regulations 2013)

If booked remotely (phone, email, online):

• You have a 14-day cooling-off period.
• You may request that work begins during this period.

If you cancel after work has begun:

• You must pay for work completed up to cancellation.
• You must pay for parts purchased.

Your cancellation rights end once work is fully completed.

Special-order items may not be refundable.

Any deposit or payment may be retained or offset against costs reasonably incurred in accordance with Section 3.6, where permitted by law.

14. Indemnity (Customer-caused losses)

You agree to reimburse us for losses caused by:

• inaccurate or misleading information
• unsafe or unsuitable site conditions
• customer-supplied materials or specifications
• misuse or unauthorised adjustment of our work
• breach of these terms
• infringement of third-party rights due to materials or designs you supplied

This does not reduce your consumer rights.

15. Intellectual Property

All documents, reports, certificates and materials we create remain our intellectual property.

You may use them for their intended purpose but not:

• republish
• resell
• modify
• distribute outside the property or asset concerned

16. Termination

We may terminate the contract if:

• you fail to pay for completed work
• you breach these terms
• our equipment is deliberately damaged or interfered with
• conditions remain unsafe
• you become insolvent (commercial customers)

You may terminate if we materially breach the contract. Termination does not remove obligations already incurred.

17. Notices & Communication

We may send notices by:

• Email — treated as received the same working day
• First-class post — deemed received in 2 working days

We may send certificates, invoices and reports electronically.

17.1 Electronic communications disclaimer

We take reasonable precautions when sending documents electronically. However, we cannot accept liability for:

• viruses
• malware
• harmful code
• corruption of data
• transmission errors

Except where caused by our negligence.

17.2 Complaints & dispute resolution

If you are unhappy with our service, please contact us as soon as possible so we can try to resolve the issue directly. If a complaint cannot be resolved, alternative dispute resolution (ADR) may be available. This does not affect your right to take legal action.

18. Force Majeure

We are not responsible for delays caused by events outside our control, including:

• severe weather
• illness or emergencies
• supplier delays
• utility failures
• transport disruption
• safety concerns

Work resumes as soon as reasonably possible.

19. Other Important Terms

• Each clause stands independently - if one is invalid, others remain valid
• You may not transfer this contract without our consent
• Where services are provided to a business, landlord, managing agent or other commercial customer (‘Business Customer’), certain rights and remedies available to consumers may not apply, and our liability may be limited to the fullest extent permitted by law.
• These terms are governed by English law
• The English courts will handle any disputes
• These Terms, together with your quote and any documents referred to in it, form the entire agreement between us and replace any previous discussions, representations or understandings. No other terms apply unless agreed in writing.