Our Standard Terms and Conditions
1. Your agreement
These terms explain how we’ll carry out the work we’ve quoted you for, the terms of your agreement with us, how to cancel the work and how to make a complaint. Please read them carefully.
Your quote is valid for 28 days from the date we give it to you. If you don’t accept your quote in that time but change your mind later, we may need to give you a new quote.
2. The work
We’ll complete the work included in your quote with due skill and care, and in accordance with relevant industry standards. We’ll provide replacements with similar functionality, although these may not have the same features or be an identical make and model or type of fitting. For example, we may replace an electrical fittings with a similar white, brass or chrome version. Or you can give the engineer a replacement part that you’ve bought yourself that we approve. We’ll try and get parts from the original manufacturer or our approved suppliers.
Who will do the work
All work will be completed by our own engineers. Occasionally there may be times when additional trades are required such as electricians for example. Unless otherwise agreed, In these cases we will supply the customer with contact details for local tradesmen if required, however any additional trades employed will be the responsibility of the customer.
When we will do the work
We’ll start the work on the time and date we agree with you when you accept the quote. Unless we agree otherwise, work must begin within 30 days of your acceptance of the quote and be done during our normal working hours (8am to 6pm Monday to Friday). We can however complete work outside of these hours if requested but please let us know at the time of the quotation or acceptance.
3. What is not included
Your quote is only for the work we’ve already agreed with you. We’ll quote you separately for other work needed for unrelated faults. This may happen if, for example, you’ve called us about a boiler breakdown but also ask us to fix a leaking radiator. We’ll agree any additional costs with you and provide you with an updated or additional quote before starting the work.
Additional necessary works
Unless specifically set out, the charges we quote you don’t include the following:
• Any improvements needed to your heating, plumbing system or electrical installation, including a system cleanse, or any work needed to bring these up to current standards.
• Any work or repair to the fuse box’s mains supply;
• The cost of materials and labour needed to gain access to your system, such as pipes or wiring buried in walls or built-in appliances; or
• Lifting carpets or other floor coverings before we can start work, or replacing them once we’ve finished.
You may decide to call a specialist contractor to do this work for you, or we might be able to do this for you at an extra cost which we’ll agree in advance.
Other loss or damage
We’ll do our best to carry out the work without causing unnecessary damage to your property, but you accept that the work (including removing or dismantling any existing fixtures and fittings) may cause damage. We’ll do our best to minimise any such damage but there may be times when we may need to gain access to fixed voids or remove cupboards for example. In these cases we’ll do our best to make good the repair and will inform you beforehand to ensure your approval. Unless otherwise agreed we won’t replace or restore the original surface or coverings, for example tiles, floor coverings, decoration, grass or plants. If the original surface or construction was damaged as a result of any prior fault with your system, for example a water leak, we will not replace the original surface.
Water supply and pressure
We won’t be responsible for your central heating, plumbing or drainage system not working properly because you don’t have enough water supply, or the water pressure is variable.
4. General Conditions
Your agreement is bound by the laws of whichever country the property included in your agreement is in – England and Wales, or Scotland.
Any deposit shown on your quotation must be paid when you accept your quote. You’ll need to pay the balance we’ve quoted you on completion of the work, unless we’ve agreed you can pay in instalments. We may pre-authorise payment for the full amount of the quote when you accept it.
We guarantee to repair or replace any faulty parts we’ve supplied, or fix any faulty work that we’ve done for twelve months from the date that we did the work. This doesn’t affect your statutory rights under the Consumer Rights Act 2015, if applicable, and any laws that replace it. If you want independent advice about your rights, you can speak to Citizens Advice or Trading Standards.
We’ll give you our best time estimate for doing the work and we’ll do our best to keep to this, unless something beyond our control makes that impossible – in which case we’ll let you know as soon as possible and arrange a new time.
Getting into your home
Uless otherwise agreed our engineers will only work in your home if there’s someone 18 years old or older there at all times. It’s your responsibility to give us access to your home. If we can’t get access, we won’t be able to complete the work and you’ll need to contact us to arrange another appointment.
Working in dangerous conditions
We won’t start or continue doing any work in your home if we believe there’s a health and safety risk, for example: hazardous chemicals, asbestos, pest infestations, verbal or physical abuse, or harassment – and we won’t return to finish the work until that risk is gone. If the safety earthing arrangements in your home don’t meet the standards set out in the current institute of Electrical Engineers Regulations, we’ll tell you what work needs to be done to fix this. We may not be able to start the work we’ve quoted for until this work is completed – the engineer who visits you will make this decision.
If any asbestos needs to be removed before we can work in your home, you’ll need to arrange and pay for someone else to remove it and give you a Certificate of Reoccupation which you’ll need to show us.
Permissions and consents
It’s your responsibility to get any permission needed for the work, as we don’t accept liability
for unauthorised work, e.g. if you don’t own the property, you’ll need to get the owner’s permission first, or if the property is a listed building you may need planning permission. You’ll be responsible
for any losses or costs to us if claims are made against us for work carried out without the proper permission.
Design or existing faults
We won’t be responsible for the cost of repairs, or gaining access to make repairs, if there are design faults (unless we’re responsible for the design faults). We also won’t be responsible for faults which existed before we gave you a quote, faults which we’ve told you about on a previous visit, or faults which we couldn’t reasonably have been expected to know about when we gave you the quote.
5. Specific Terms
5.1 Gas works
Adequate gas supply
You’ll need to make sure there’s an adequate gas supply coming through to your property before we start the work. We can put you in touch with a gas transporter if you need to arrange this.
Subsequent faults and damage
If your central heating system develops a fault after we’ve connected new equipment to it, we won’t accept liability for the cost of repairing or replacing parts. This is unless we’ve worked in a negligent way that caused the fault.
Unless it forms part of the quote, repairing or replacing flues isn’t included. We’ll agree an extra charge with you for replacing your flue or cleaning blocked flues before starting work.
If we replace an existing hot water cylinder, we’ll try our best to reinstall your immersion heater if possible. If we can’t do this, we’ll agree an additional cost with you to supply and fit a replacement immersion heater.
5.2 Plumbing and drains works
You’ll need to make sure we have clear access to drains and manhole covers, and a supply of mains electricity and water. If this isn’t provided to us, you may be responsible for any extra costs to us for any additional work as a result.
6. Making a complaint
We’ll do our very best to ensure that any work we carry out is to the highest standards and in line with your requests and aspirations. If in the unlikely event that we fail to meet your expectations then please contact us in the first instance and we will rectify the problem at your convenience.
To make a complaint:
• Call us on 01833 908571 or 07834 342475
• Email us at email@example.com
• Or write to us at:
19 Stainmore Close
We take any complaint seriously and we’ll do our best to resolve the issue right away.
7. Cancelling your agreement
You have 14 days from the date you accept your quote to cancel. Or if we’ve ordered parts for the job, you have 14 days from the date they arrive. This is your “cooling off” period. You can ask us to start before the cooling off period ends, but if you then cancel after we’ve started, we’ll charge you for any work we’ve already done.
To cancel the agreement please contact us in writing either:
• Email us at firstname.lastname@example.org
• Or write to us at:
19 Stainmore Close