Terms & Conditions
Domestic & General Heating UK Limited is committed to applying the highest standards of ethical conduct and integrity in its business activities and our aim is to make everything simple and straightforward.
Please read these terms and conditions carefully before placing an order with us using Company’s website www.gasheatinginstallers.co.uk as you will be entering into a legally binding contract with Domestic And General Heating Ltd for the supply of goods and services. The company is registered with Information Commissioner’s Office and keeps the information supplied by the customer confidential and will only pass such information as if required to fulfill the obligations set out in the contract and in accordance with the Law.
1. The Company & Its Working
1.1: Domestic and General Heating Ltd is registered in England & Wales with company number 0760885, VAT number 994682260 is authorized and regulated by Financial Conduct Authority (FCA number-668160) and is certified under Public Liability Insurance.
1.2: All engineers at Domestic and General Heating Ltd hold professionally trained and hold the Gas-Safe Licences registered under Company Gas-Safe. We don’t use sub-contractors.
1.3: Domestic And General Heating Ltd registers the warranty on the installed product with the manufacturer within 30 working days from the installation date. All product parts and labour warranties are provided by the product manufacturer, not the Company. Products warranties are displayed within your fixed offer.
1.4: The installation documents ( footprints of installation) along with boiler book (containing benchmark sheet and service slots) and Gas-safe certification are provided with the product, in any case, you lose them after installation don’t worry the company keeps a record and will provide them upon customers request.
1.5: Every year annual boiler service reminders are sent to customers via email or over the phone 1 month prior to the service due date. Keeping you at peace of mind as it’s necessary to service a boiler every year to fulfill the manufacturer’s warranty conditions.
1.6: Anytime during working hours, the customers can request technical help over the phone regarding the installed products even after their product warranty is over. The experts to the best of their abilities go an extra mile to help customers.
1.7: In the event, if customers wish to make a change to the product they have ordered, customers are requested to contact the customer care services team to discuss if the change is possible. If the requested change is possible the Company discusses the time frame and associated costs of installation.
1.8: The company’s website is solely for the promotion of its products in the UK. Unfortunately, the Company does not install/accept orders from addresses outside the UK.
2. How Company Communicates
For general inquiries, the customer can communicate with the Company by emailing our customer services team at office@gasheatinginstallers.co.uk or by calling them on 0300-303-0902.
The customer can write to the Company at the following postal address:
Domestic And General Heating Ltd
Unit 1 Bilston Industrial Estate,
Oxford St, Bilston,
West Midlands,
WV14 7EG.
3. OVERVIEW
3.1: Domestic and General Heating Ltd will be referred to as ‘the Company’ and the person ordering the product will be referred to as ‘the Customer’.
3.2: All these terms and conditions between the Company and the Customer are written on this page. No variation of the terms shall bind either party until unless such variation is made in writing and signed by the party to be bound. If Company allows any concession or waiver at any time shall be without prejudice to their strict and full rights under this contract and shall not prevent the Company from subsequently exercising such rights.
3.3: We do our best to keep the information on our website www.gasheatinginstallers.co.uk and marketed materials relevant and up to date. Such information is to be used as a guide only as the products and services are updated and changed from time to time.
3.4: The Trademarks and intellectual property of the Company are protected and not to be reproduced or replicated. This also includes pictures, text, videos, and literature contained on the company’s website which is subject to copyright restrictions and must not be copied or reproduced without Company’s written consent.
4. The Contract
4.1: If the Customer wishes to buy products and services from the Company, to place an order they can contact the company via the website or call the Company on 0300-303-0902 and confirm it over the phone. After completing the online checkout process or confirming the order over the phone with the Company, at this point a contract will come into existence and the Customer will receive a confirmation email stating the following:
- Details of the confirmed installation address. (as provided by the customer to the Company).
- Confirmed installation date (as agreed between the customer and the Company).
- The total cost of installation (as agreed between the customer and the Company).
- Money paid as a deposit (If willingly paid by the customer).
- Details of ordered material (as agreed between the customer and the Company).
- Details of works to be carried out.
- Details of the products and installation warranties.
- Details of the product and Company certifications.
- Method of Payment on completion (as agreed between the customer and the Company).
4(2): The Customer understands and agrees they are aged 18 or over and are either the owner of the property detailed in the quotation or the owner of the property has granted them permission to purchase and install the new equipment.
4(3): The Customer understands and agrees that all the information provided to the Company about the circumstances and the condition of the property are true, accurate, and complete in every respect. The customer understands that the quotation price is based on these facts provided by the Customer.
4(4): The Customer understands and agrees that they need to provide free and safe excess to the essential supplies, old system location, and internal and external part of the property to the appointed engineer to carry out a smooth installation.
4(5): The Customer understands and agrees that the installation will be connected to their existing essential supplies water, electric or gas supplies and the Company can not accept any liability for failures on your existing supplies, any such failure or related damage(s) are not the responsibility of the Company and are not included in the online fixed price.
4(6): The Customer understands and agrees this service is for the supply and fit of a new boiler to the current safety regulations only and is not a decorating or re-decorating service. The Company’s operatives will make good the change to the best of their abilities.
4(7): The Customer understands and agrees that the Company reserves the right at its sole discretion to accept or refuse any order placed including delays if:
- The product is discontinued or is out of stock.
- Any circumstances that are beyond the Company’s control.
- The customer is in breach of any terms within this contract.
- The customer’s credit reference does not meet minimum requirements.
- Any suspected asbestos-containing materials are found at the property.
- The Gas-Supply is not safe and sound.
- The required installation services are in excess of or more complicated and could not have been foreseen or originally set out in the quotation.
4(8): Although the company will discuss the alternatives with the Customer including the delays, at no point, the Company can be held liable to accept/pay any compensation or price reductions for Any time off work, loss of earnings, childcare costs, or any other costs. as a result of refusing an order or due to any unfortunate delays.
4(9): The Customer understands and agrees that if they want to make any changes to the products or services they have ordered with the Company, the Customer has to inform the Company 1 week prior to the installation date.
4(10): The Customer understands that the images of the products, marketing material, and social media platforms on the Company’s website are for illustrative purposes. Although every effort is made to display the colours accurately, the Company can not guarantee that a device’s display of the colours accurately reflects the colour of the Products.
4(11): The Customer understands and agrees in the event of any additional services or materials knowingly or unknowingly missed by the Customer during the ordering process and which are deemed necessary after the physical inspection has taken place on the install day or inspection is done via a virtual call before the install day, the quotation price will be adjusted accordingly. The Customer has the right to accept or decline any changes.
4(12): The Customer understands and agrees that in the event he declines any additional changes of material and services which are deemed necessary, the Company reserves the right to end the contract, the Customer can not force the Company to provide the additional material or services within the online displayed fixed price.
4(13): The Customer understands and agrees that if they don’t allow access to the property to perform the installation services as arranged and the customer does not have a good reason for this, the Company may charge additional costs incurred as a result.
4(14): The Customer understands and agrees the goods (materials) supplied remain the Property Of The Company even though installed until the Customer has paid the agreed price to the Company in full.
4(15): The Customer understands and agrees that even though the goods are installed the company reserves the right to remove and collect the products that are not paid for and the customer has to provide full and unrestricted access to his property.
4(16): The Customer understands and agrees that the Company supplies and fits the products/equipment for domestic and private use only. After the installation of goods, if the customer uses the products for any commercial, business, or Re-sale purpose, the Company will have no liability to/for any loss of profit, loss of business, business interruption, or loss of business opportunity.
The Customer’s Statutory Rights are not affected within this contract. (see cancellations part)
5. About Payments
All the prices displayed by the Company include Vat unless otherwise stated. After the point, the Customer places an order to the Company the price should not change even if the applicable VAT rate does. If/when the Customer requests some extra work or material other than in displayed offer price, the other service or material charges will be confirmed during the ordering process.
5(1): Payments:
5(1.1): On completion, we accept all credit/debit cards, online bank transfers (BACS), or cash. There are no additional charges on payment made by debit/credit cards or online bank transfers. We do not accept American Express (AMEX).
5(1.2): When paying by a credit or debit card, the payment of cleared funds from the Customer to the Company is required and payment is only deemed to have been received once the card machine accepts the payment from the Customers card.
5(1.3): When paying by an online bank transfer ( BACS) into the Company’s account, the cleared funds from the Customer to the Company are required and the payment is only deemed to have been received once the funds are showing in the Company’s bank account as cleared funds.
5(1.4): The final invoice is issued by the Company to the Customer after the full payment has been made on job completion. If any money is outstanding, the company is entitled to delay or defer any or all work.
5(1.5): The customer becomes liable to pay in full to the Company immediately upon job completion in accordance with this contract and must not reasonably withhold or delay providing confirmation that the Goods and Services have been delivered and performed to reasonable satisfaction.
5(1.6): In case the Customer fails to make payment in full to the Company for the supplied goods and completion of the works. All the goods supplied remain the property of the Company even though installed, by way of a lien, until fully paid for and the Company reserves the right of re-entry to remove any such goods whether fixed or otherwise which remain unpaid for.
5(1.7): In case the Customer fails to make a payment to the company on time by the due date, the Company may suspend without liability further deliveries of any goods and/ or performance of any service including warranty repairs until the customer has paid all overdue amounts, the Company may claim interest on any late payment calculated on a daily basis at 4% a year above the base lending rate of Bank Of England. The interest shall accrue from the due date to the date of actual payment of the overdue amount, Whether before or after the judgment. You must pay the interest together with any overdue amount.
5(1.8): If the Customer instigates an attempt to clawback payments made to the company by Bank Transfer (BACS) or by Credit/Debit card requesting his bank to stop the payment or credit card chargeback, then the Company can pass on any costs and /or losses associated with dealing with and defending such action.
5(2): Finance:
5(2.1): During the order process if the Customer prefers to pay for goods and services using a finance package the company may introduce the Customer to a Third-Party finance provider Vendigo Finance on a referral-only basis.
5(2.2): When the customer enters a credit agreement with a finance provider the Company has introduced the customer to, the customer will need to enter a separate agreement with that provider. The terms of the agreement will apply as a part of this contract.
5(2.3): If the cost of the installation changes or changes to the products results in a lower price, the Customer may choose to re-apply for finance. If the Customer does not want to re-apply for finance, they may be entitled to receive a refund for the price difference between the quotation price or adjusted price.
5(2.4): In the event, if cost is is higher and the customer does not want to re-apply for finance then the customer is deemed to pay the difference between the quotation price or the adjusted price by their own means to the Company immediately after the installation works are complete.
5(2.5): The payment of the contract balance will be automatically processed between the Company and the Finance Provider when the payment becomes due. If the customer cancels the credit agreement at any stage during the ordering process or upon or after goods have been delivered and installed, then subject to the terms of the 1974 Consumer Credit Act, the contract balance will become immediately payable by the Customer to the Company. This does not affect your statutory rights.
6. Site Inspections
6(1): After the customer has placed an order with the Company, there is an opportunity for the customer to send the photos of the old install to the Company for assessment by email or via What’s App using an android or IOS phone or tablet. This benefits the customer as well because if the customer is unsure of anything, then by viewing the photos in advance the Company can discuss technical aspects of the installation prior to the engineer’s visit. This helps to carry out a smooth and hassle-free installation process ensuring the right boiler with the correct accessories is installed on the Customer’s premises.
6(2): The Customer is bound to provide accurate images of what the engineer will see at the installation site; during or after the ordering process or before installation takes place.
6(3): When the engineer inspects the site on the day and determines that the ordered equipment is unsuitable or technically not possible to carry out the installation as ordered then the Company will inform the Customer about the reason why the installation can not go ahead as ordered and will discuss the alternative options and any delays to installation that may incur. If the customer declines the alternative options or if no options can be offered, then the Company will end the contract immediately and give the full refund of any sums paid by the customer while placing an order with the Company.
6(4): Upon physical inspection of the site if the Company determines that more equipment or extra work is required then the Company will make the Customer aware of any increase in the cost prior to carrying out installation works. The Company will also inform the customer of any delay to installation that may be incurred. If the customer does not accept or declines any extra equipment or extra work required to carry out the correct installation the Company will end the contract immediately and give a full refund of any sums paid as deposit by the Customer while placing an order with the Company.
6(5): Upon physical inspection of the site if the flue length required to install a boiler exceeds 1 mt horizontally or 3 mt vertically the Company will make the customer aware of the costs associated with extra flue parts required prior to commencing any works. If the customer does not accept costs or declines any extra equipment required to carry out the correct installation the Company will end the contract and give a full refund of any sums paid as a deposit by the Customer while placing an order with the Company.
6(6): If the Customer’s old boiler has two flue pipes (one for exhaust and the other for air intake) or the Customer’s boiler is in the middle of the house and the flue goes out of the wall then the Customer is requested to call the Company before placing an order to discuss the suitable options.
6(7): The Customer must approve any amendments in the material or specifications from those mentioned in the contract prior to installation when Amendment to Order Document is issued by the Company either by email or physical documentation.
6(8): The Company reserves the right to decline any order at any time until completion where the Company determines an installation can not take place, the Company is not liable to pay any damages or expenses of all kinds to the customer beyond the refund of any money paid as deposit in relation to the contract.
6(9): The Company reserves the right to delay installation if/for reasons such as illness, severe weather, fires, lockouts, war, strikes, terrorism, or any other causes beyond the Company’s control interfering with its execution or completion of the contract. In these cases, time shall not be deemed to be part of the contract.
Be sure Company’s every effort is to ensure the installation timescales agreed upon during the ordering process are met.
7. Installation Works
7(1): The Customer must remove any items or food products for the areas of the property in which the engineer(s) shall be performing the installation works or using as an access route prior to commencing the installation works.
7(2): Before the boiler is installed, the engineer flushes the old heating system using a chemical agent to break down dirt and debris and then will drain the existing system where necessary and any visible and redundant materials will be removed and taken away.
7(3): The engineer will test and adjust the controls of the boiler and leave the system in proper working order and will perform any necessary safety assessments and where possible ensure that you understand how to use the boiler controls before he leaves your home.
7(4): The engineer will carry out all the wiring of the boiler and controls to the existing electrical system. If any additional major electrical assistance is required, the Customer is responsible for instructing an electrician at their own expense. If the installation can not be completed because of any major electrical issue the Company may charge the customer cost of the re-visit to complete the installation or commissioning of the boiler.
7(5): The engineer carries out a gas tightness/soundness test to check if the gas supply is safe. If the engineer finds a leak or defect within the existing gas pipework then he is required to condemn the supply or take steps to make the supply safe or repipe the supply before installation. This work may be charged additionally and shall be discussed with the Customer prior to installation. Should the customer decline or refuse to get a gas pipe upgrade, they are entitled to a refund deducting the call-out fee of the engineer.
7(6): The engineer will terminate the condensate pipe from the boiler internally to avoid freezing but where this is not possible, he will install an appropriately sized pipe and connect it to the nearest drain outside. Soakaways and condensate pumps are the last resort and may be subjected to additional charges if the customer does not mention the nonexistence of any drain or drain pipe near the boiler location during the ordering process.
7(7): The engineer on completion fills the new system and ensures that a corrosion proofer is present (inhibitor), performs a few heating, hot water, and gas-safe tests before signing off the job.
7(8): It is the responsibility of the Customer to provide free access both internally and externally to and from the property on the agreed dates so that the Company’s engineer can carry out the installation process smoothly and safely. Customers must provide free access to water, gas, and electricity for installing and testing the new equipment.
7(9): It is hypothetically presumed that during the installation process and fulfillment of this contract, the customer agrees to provide a safe and respectful workplace for the engineer(s) attending the installation address to carry out the work connected with this contract. The engineer(s) will leave the property if rude, abusive, or unsafe conditions are encountered. If this happens, the Company reserves the right to sole discretion if a reattendance is arranged and what will be the charge for such a reattendance. No refund will be due from the Company to the Customer if the engineer leaves the site for reasons of safety, abuse, or general rudeness.
7(10): It is the responsibility of the Customer to ensure there is adequate vehicle parking for the Company engineer to park their van within 20-25 meters of the entrance to the property. Any charges for the parking are to be paid by the customer. Any parking permits are also the responsibility of the customer, the customer has to organize the permit or notify the Company of the restriction at least three working days before the engineer is due to arrive, or at the time of order, whichever is sooner.
7(11): Prior to any attendance by the Company’s engineer, the Customer is responsible to secure any permissions, licenses, or permits that may be required to authorize the work. Examples of such permits could be a listed building consent, freeholder agreement, or landlord consent.
7(12): Any existing radiators, radiator valves, pipework, and any other equipment serving the heating and hot water in the property should all be in working order. If they have been poorly installed or have become faulty the Customer should discuss & inform the Company during the ordering process via email or over the phone prior to the Company engineer(s) visit to carry out the installation process. If the customer fails to do so, the Company is in no way responsible for any consequential damage, irrespective of if the engineer working on behalf of the company has touched them or not.
7(13): Whilst completing the installation, the routing of new or upgraded pipework should be discussed with the Customer and will need to be installed in a way that makes most functional sense from an engineering point of view, not simply aesthetic. The new or upgraded pipework may need to be surface mounted and clipped in place. The Company’s online offers do not include the cost to bury the pipework in the walls, under the concrete ground, or boxing the pipework in and Company’s engineers will not facilitate such type of work during the standard installation process.
7(14): In case should the customer requires such works, the Customer can then discuss the additional costs associated to carry out such works with the Company during the ordering process. When a cost is agreed between the Company and the Customer to carry out any such additional works, this has to be confirmed and accepted in writing via email.
7(15): The Company is committed to taking reasonable care during the installation process, holes or cuts made during the process will be made good but not permanently finished or re-decorated. Floorboards will be reinstated but any special and or laminated floors cannot be permanently re-installed. Any carpets which are lifted will be re-laid to the best of our engineer’s ability, however, Company can not be held responsible for any damage to carpets or underlays that are glued or nailed down. It should be anticipated that an amount of redecoration may be required and this will be the Customer’s responsibility and is not included in the offer price displayed online.
7(16): The Customer understands that during or after any plumbing work carried out by the Company’s engineer there could be changes in water pressure in existing plumbing. The Company’s engineer will exercise reasonable care in visually assessing the installed system and pipework suitability for any likely changes in the pressure but the Company is not liable for any damages caused to existing/old plumbing installation or any consequential damage caused by the failure or incompatibility of existing pipework, showers, taps, valves, other plumbing fittings or any appliances. The Company accepts no liability for any damage to plasterwork, decorations, flooring, etc which may be consequent upon/after carrying out of the work detailed.
7(17): Although the Company’s engineers will take reasonable care not to damage wiring, plumbing, and other services at the customer’s property but the Company can not be held responsible for any consequential damage caused to existing services/ installations that are not visible clearly. The Company can not be held responsible for any damage to the Customer’s home which is caused as a direct result of structural defects or weaknesses at the installation address whether they are visible or not. If the Customer is unsure of the structural integrity of the building they should engage an appropriately qualified structural surveyor prior to any installation the Company may arrange in connection with this contract.
7(18): The company will accept no liability for matching any colour, texture, and general appearance of the materials (such as bricks ) used during the installation process as products and building materials can vary in colour, texture, and general appearance. When matching new materials to the existing materials which are part of the house (such as bricks), a match is often not possible due to older materials becoming obsolete and the effects of weathering over time. The company accepts no liability to provide such materials unless the Customer agrees to make available their own materials (such as matching bricks or tiles) at their expense if they would like a specific material to be used during the installation process.
7(19): The Company’s engineer will need to inspect the existing relevant infrastructure to make sure it meets current regulatory standards when installing new products in the customer’s house. Should the existing infrastructure fails to meet relevant standards/capacity then the Company will give options to bring the infrastructure up to a standard that allows the new installation to take place. If the Customer does not wish to authorize the required additional work(s) but on his own will still want the new product to be installed, the engineer will leave the new product for final connections by others and will not commission the product or issue any safety check certifications. In such circumstances, the Customer is still liable to make payment in full to the Company as these will be considered to be goods been delivered and installed.
7(20): As per the Company’s health and safety plan, it is required that the engineer have access to working communication devices during the installation. If for any reason the engineer is unable to get proper mobile phone reception, the Customer agrees to give the engineer access to their telephone or internet connection without any charges.
7(21): When the installation works are completed at the Customer’s property, the Customer or their representative should be present at the property and may inspect the work before the engineer departs. Once the engineer is satisfied that the work is complete and the Customer or their representative has been given the opportunity to inspect, then all works required to fulfill the contract are deemed to have been completed.
7(22): Sometimes things don’t go according to plan with the new installation. The customer agrees to give the Company and its engineers reasonable opportunities to put things right by providing access to the installation address and time to rectify any faults or problems. New equipment can sometimes not function correctly once first installed ( if a part may have become dislodged internally during the transit). The company works proactively with both product manufacturers and Customers to rectify the issue as quickly as possible. The Company will do all that it reasonably can to minimize the disruption to the household at this time and ask for the customer’s understanding and patience in these extremely rare circumstances.
7(23): If the installation of ordered material is prevented due to the customer’s responsibilities (such as removal of asbestos or improving existing infrastructure) for more than12 months from the date of order placement with the Company, then the Company will be deemed to have performed the contract in full and entitled to retain all monies paid to date without deduction or refund in full or in part without the supply of any further goods and services.
7(24): The company always tries to complete work before 6 pm on the day of installation but may on an odd occasion need to use reasonable overtime to achieve completion. It is a condition of this contract that approval for such overtime is granted. The Company will endeavor to minimize any disruption or inconvenience.
7(25): The Customer shall have the benefit of any modification the company may make to its products and procedures, though these changes may be made without prior notice to the customer. The illustrations within the Company’s website and any advertising, literature, or marketing material and of its suppliers are subsequently intended as a guide only.
7(26): The Company’s engineer will be completing all external works associated with the contract, if/while accessing any external parts of the property where work is to be carried out can be reached using a set of extension ladders up to 7 meters in length and a roof ladder up to 7 meters in length. If the required access to the exterior of the property is unsafe using this regular equipment, then scaffolding or other access equipment/platform will be required. The Customer accepts that the Company can not compromise with the safety of the engineer working on behalf of the Company and suitable equipment may be required, for which the Customer will pay directly or will reimburse the Company. The Customer can discuss the cost of any required access equipment with the Company during the ordering process or within 1 working week prior to the installation whichever is sooner ( in exceptional or rare circumstances the company needs at least 3 days’ notice to arrange such equipment prior to installation). The Customer may cancel and receive a full refund of any sums paid as a deposit if the Customer does not wish to pay for any access equipment that may be required.
7(27): The Company’s engineer will take pictures of the installed equipment and relevant infrastructure for the Company’s auditing process and as footprints of the installation. The engineer may also attend with other people including managers, supervisors, or apprentices. The Company may use pictures of the installation for marketing purposes from time to time.
7(28): The Company is not liable for any loss of profit, loss of business, business interruption or business opportunity under any circumstances. The Company reserves the right to decline any order at any time up until completion. Should the Company decline an order, no damages or expenses of any kind whatsoever shall be payable by the Company to the customer beyond the refund of any money already paid in relation to the contract.
7(29): The Company’s engineer will remove and dispose of old product, new product’s packaging, and any debris from the site as a part of the contract price but this does not include the removal of any dangerous/hazardous waste material such as asbestos which the engineer becomes aware of before or during the installation. It is the responsibility of the Customer to arrange the safe removal and disposal of such material from the site at their own expense and provide a Clean Air Certificate to the Company as proof of completed works.
7(30): In case the Customer is already aware of any dangerous/hazardous waste material such as asbestos, the Customer must notify the Company during the ordering process or prior to installation. The Customer is liable to get rid of such material at their own expense. In case the Customer is unable to get the dangerous/hazardous waste materials (asbestos) removed and disposed of, they can discuss it with the Company prior to installation. If this happens the Customer agrees that Company will hire a third party on the behalf of the Customer for removal and disposal of the dangerous/hazardous waste materials (asbestos) and pass on the expense to be paid directly by the Customer to the Third Party or the Customer has to reimburse the associated costs to the Company.
7(31): The Company needs to ensure operatives working on the site have access to welfare facilities under Construction (Design and Management Regulations). The facilities include; a toilet, washing facilities, drinking water, and facilities for rest in a warm indoor area. The Customer agrees to provide access to these facilities within the existing property for workers to use in a clean and respectful way. If the Customer wants the Company to make other arrangements to comply with these regulations, the Customer will notify the Company at least 14 days prior to commencement of on-site works. The Customer is liable to pay the additional cost of hiring such facilities 7 days prior to the installation date.
7(32): When the Customer selects an installation date whilst completing the online order process, it will be reserved for 2 hours. To confirm the installation date, the completion process needs to be finished by the Customer. This includes the attendance of the Company’s call to confirm your order. If the Customer does not complete the process within 2 hours, the Company will endeavor to install on the chosen date, however after the time has lapsed, the Company reserves the right to only offer an alternative installation slot.
8. Boilers & Showers
8.1: The Customer should be aware of the fact that due to the wide variety of showers available in the market it is not possible for the Company to determine if a shower and your boiler will be compatible/ The Company will not be liable if your existing boiler/shower is not compatible for any reason with a new boiler/shower.
8.2: If the Customer is already aware of the non-compatibility of the shower with a new boiler they must inform the Company during the ordering process or prior to the installation of new equipment. The Company will discuss any alternatives and the additional costs with the Customer before accepting the order. If the Customer does not accept to pay the additional cost for the required work and additional equipment but still wants to proceed with the installation of the ordered material, then for safety reasons the engineer will cap off the existing shower supplies and the Customer has to get a compatible shower installed at his own expense later on.
8.3: If the customer fails to inform the Company, the Company will accept no liability for any damage/disruption or inconvenience caused due to direct or indirect actions of the engineer and can not be held responsible to pay any compensations to the Customer. The Customer is deemed to make the payment in full to the Company as the ordered material has been installed.
9. Converting to a Combination Boiler
9.1: The Customer should be aware of the fact that the water flow rate they receive at the cold water outlets will be the flow at hot water taps/showers when they decide to replace their old boiler type like conventional, regular, traditional, or back boiler with a new Combination boiler (combi). Combi boiler heats up the water at cold’s mains pressure.
9.2: Although there is the help provided on the Company’s website how the Customer can measure the flow rate but still If the Customer is unsure, they should immediately call and discuss with the Company during the ordering process. If the customer fails to do so the Company will accept no liability to whatsoever customer claims or intend to claim.
9.3: When converting from a standard boiler to a combi boiler there will likely be a pressure increase in your existing/old pipework. This increase in pressure can exacerbate any existing or old leaks and can cause new leaks to appear. Although on completion all work is tested in presence of the Customer still the Company is happy to reattend to identify and rectify leaks for up to 2 free of charge visits. For any further attendances, the Company upon a request will provide a quote to renew all infrastructure that is likely to need further work or replacement.
9.4: The Company will remove and dispose of old conventional boiler along with hot water storage cylinder and storage header tanks made of cut-able plastic usually found over the hot water cylinder or in the loft as a part of the work. The Company is not liable to remove and dispose of any storage header tanks which are made of asbestos material (like cement or metal), these will be disconnected, safely drained, and left in a place, subjected to water bye-laws in the local area.
10. Like For Like Installations
10.1: By like for like we mean the type of new boiler is the same as the old boiler type (for example old combi boiler is replaced with a new combi boiler) and installed in the same location until unless the Customer has decided and chosen to relocate the new boiler.
10.2: The customers can carefully select or edit their answers to the questions asked while using the Company’s online assessment tool and see the associated costs to relocate to a new location or install a new boiler in the same location. The online tool provides adequate help in the selection of the accessories that go with the new boiler to adhere to current building and Gas-safe regulations.
11. Boilers When Fitted in Loft Space
When a boiler is to be fitted in a loft space, as per the current regulations the access to the loft must be via a drop-down fixed ladder or a permanent fixed ladder. There should be a suitable boarded walkway to the boiler location and at the boiler location, at least 1m2 of the suitable boarding must be in place under the boiler. Permanent lighting should also be present.
12. Vented/Unvented Cylinder Installations:
12.1: These are also called hot water storage cylinders and are usually installed along with Regular or System boilers in properties with a high demand for hot water. Should the Customer be looking to replace their old hot water cylinder or install a new hot water cylinder with a new boiler, they are requested to inform the company during the ordering process or 1 week prior to the installation date (if the customer has already placed an order with the Company)
12.2: The Vented/Unvented cylinders have to be installed with separate heating and hot water controls, so the Customer is advised to discuss the additional associated costs of the products with the Company during the ordering process or 1 week prior to the installation date (if the customer has already placed an order with the Company)
12.3: The online displayed prices do not include the cost to replace or install new hot water cylinders or controls. This is an additional and separate cost to carry out such works and the process may vary.
13. Radiators/Full Central Heating Installation
13.1: The radiators are heat exchangers designed to heat the air in the room using convection to transfer heat to the surrounding air. They do this by drawing cool air in at the bottom warming the air as it passes over the radiator fins (convectors) and discharging the heated air at the top, by doing this they effectively heat up a room.
13.2: Should the Customer be looking to replace the old radiators or looking to install new radiators from the scratch ( where no radiators are present in the property) with a new boiler, the Customer is advised to get in touch with the Company via email or over the phone to discuss the associated or additional costs during the ordering process or 1 week prior to the installation date (if the customer has already placed an order with the Company).
13.3: The Customer can see the process to buy new or replace old radiators/central heating by simply visiting our website link www.gasheatinginstallers.co.uk/radiators-central-heating/
13.4: The online displayed prices do not include the cost to replace or install new radiators. This is an additional and separate cost to carry out such works and the process may vary.
14. Boilers in commercial premises
14.1: The Company’s website www.gasheatinginstallers.co.uk is currently designed only for domestic boilers in domestic properties. If the Customer is looking to have a new boiler installed on commercial premises then the Customer has to inform and discuss with the Company over the phone during the ordering process, as the Company has to provide a suitable product/engineer to carry out the required work. Commercial premises require specifically qualified engineers and different rules regarding infrastructure.
14.2: If the Customer fails to do so, the Company reserves the right at its sole discretion to accept or refuse any order placed by the customer until the appointed engineer has inspected the site and the Company accepts the order.
15. Party Wall Act
The customer is responsible to undertake a party wall agreement with any neighboring properties where required before the Company engineer attending the site to carry out work.
16. How Company treats Cancellations
Company/Customer Rights & obligations:
16.1: The customer can always end the contract with the Company depending on what they have bought, whether there is anything wrong with it, how Company is performing, and when they decide to end the contract. Customers must comply with all the reasonable requests made by the Company from time to time.
16.2: The Customer has the legal right to end the contract and get a full refund for products that have not been provided in the event of:
- If What they have ordered is misdescribed.
- if the Company is not delivering something Company has agreed to you in writing.
- If they change their mind during the cooling-off period before installation.
- If they don’t wish to accept any upcoming change to the product.
- If they don’t wish to proceed with additional installation services required and associated costs.
- If there is an error in the price or description of the product.
- If the installation may be significantly delayed because of the events outside the control of the Company.
- If they have just changed their mind about the product.
- If something Company has done wrong.
16.3: The Customer while exercising their right to change their mind (Consumer Contracts Regulations 2013 for most products bought online) the Customer has a legal right to change their mind within 14 days cancellation period and receive a refund of any payments they have made. The 14-day cancellation period starts when the Customer places an order with the Company and the Company confirms via email that their order is accepted. The cancellation period finishes at the end of 14 days after the day on which the contract is accepted/entered into.
16.4: If the Customer ends the contract for any reason after the products have been delivered and installed, they must allow the Company to uninstall and collect the products from their property. The Customer will be entitled to pay the value of the installation services that have been carried out and the reduced value of the products.
16.5: If the Customer gets the products uninstalled for any reason, they accept that the Company will not be able to install the original heating system because this will have been disposed of.
16.6: The Customer will lose the right to cancel if the Company completes the installation of your new equipment within 14 days of your order being placed and the customers have requested that the Company perform services within this 14-day period as it will be deemed that the Company has been engaged to carry out urgent maintenance or repairs at the Customer’s property.
16.7: The Customer has to email notice of cancellation to office@gasheatinginstallers.co.uk either before 3 working days prior to the installation date or within 14 days of the order being placed. They can also call customer services on 0300-303-0902 and provide their name, home address, phone number, details of the order, and email address to confirm the cancellation.
16.8: Any email sent to serve as the Customers statement of cancellation should be clear and unambiguous. The Customer may use the following style of wording although it is not obligatory, I/we hereby give the notice of cancellation for the supply and fit contract number (quote no) to the property address ( installation address). The Customer will receive a full refund if any deposit is paid while placing an order with the Company.
16.9: If the Customer fails to cancel the order within the given time frame before the Company engineer’s attendance at the installation address to carry out the works, if this happens then the visit charges will be deducted from any monies paid as a deposit and the remaining balance amount will be refunded. In case no deposit has been paid whilst placing an order then the Customer agrees to pay the engineer’s call-out charges to the Company.
16.10: In the event of suspension or cancellation of the work at the request of the customer, or lack of instructions or delay on site caused by matters beyond the control of the Company, any extra expenses thereby incurred or losses suffered by the Company shall be chargeable to the customer along with reasonable addition for administration and overhead costs. This condition shall not be construed to affect any statutory or common law rights of the customer.
16.11: In all other cases, the Customer will receive a refund of any monies if paid in advance for the products the Company hasn’t provided within 14 days from their cancellation date. The Company will refund by the method used for payment made by the Customer during the ordering process.
17. About Warranties
17.1: Most of the significantly valuable products supplied by the Company are supported with manufacturer-backed parts and labour warranty providing they have been inspected and maintained annually (boiler will need to be serviced annually by a Gas-safe Registered engineer). The cost of annual servicing and inspecting after installation is not included in the price of this contract unless explicitly ordered during the purchase process.
17.2: The customer must organize and keep the service records for their equipment which must be produced to the Company or manufacturer upon request if making a claim under the warranty. Any warranty will be void without these records.
17.3: After the installation, the company will ordinarily register your product warranty with the manufacturer and may email you the relevant details. For the avoidance of doubt, the warranty is provided by the manufacturer of the product supplied and not by the Company.
17.4: Any auxiliary equipment supplied (e.g radiators and thermostats) will be usually supported with a minimum of 2-year parts and labour warranty these may vary depending upon the manufacturer. The Company will provide details of any such warranties upon request.
17.5: The workmanship will be done with proper skill and safety by a Gas-safe registered engineer. The installation of pipework, joints, and hand-applied seals will be warrantied for a 1-year to include all parts and labour. The workmanship warranty is provided by the Company.
17.6: The customer will not be able to claim any warranty if payments are not made on the due dates and the above conditions are not adhered to. Furthermore, neither the Company nor the manufacturer of any parts or products will be liable to the customer, whether under this contract or otherwise (and whether to carry out any warranty repairs or otherwise) where any failure, fault or problem occurs due to:
17.7: Any failure by the customer or the third party in operation while inspecting, maintaining, or servicing any of the products is not done strictly according to the manufacturer’s instructions/guidelines. The Customer has to maintain full and accurate service records of all the products to keep the warranty intact.
17.8: Any Deliberate vandalism or damage to the product.
17.9: Any damage caused by circumstances beyond the control of the Company or the Product Manufacturer.
17.10: Variations in the flow rate of the mains water supply to any installed product.
17.11: Replacement of any batteries, filaments, bulbs, or lamps is excluded from the warranty also any timers, thermostats, lockout devices, or other such devices that may be connected to, or part of, the product after the expiry of the individual items warranty period as provided by the manufacturer.
17.12: The warranty conditions apply specifically to the product installed as part of this contract. Any existing thermostats, timers, controls, designer or standard radiators, towel rails, pipework, drains, drain pipes, other products or any other devices are completely excluded from any warranty offered.
17.13: The Customer must notify the Manufacture of any warranty claim against products or components as soon as reasonably possible once they become aware of the fault with a product. The manufacturer’s contact details are supplied in the instruction manual or you can contact the Company via email at office@gasheatinginstallers.co.uk.
17.14: The Company or the Company engineer are not under any obligations to carry out any visual inspection or testing on any existing product unless it’s a part of the Company’s regulatory duties. The risk of any existing system failure when a new product is or is being installed is solely the Customer’s responsibility. If the Customer would like to reduce the risk, they can arrange a suitable inspection of the existing system prior to the installation of the equipment being carried out. The additional inspection is not included in the online offer price. The customer can call on 0300-303-0902 for any further assistance.
17.15: If the Company re-attend the property at the customer’s request but no faults are found, or the issue is in relation to something the Company is not responsible for or that is not covered by the warranty or issue is due to any fault or failure of the existing system then the Company reserve the right to make a reasonable charge to cover costs for such attendance.
18. Problems with the product
If the Customers have any questions or complaints please contact the Company via email at complaints@gasheatinginstallers.co.uk or simply by ringing us on 0300-303-0902.
19. Incomplete Installations
19.1: In case any issues arise which mean that the installation can not be completed on the installation date, the engineer will tidy up and clean the area before leaving and the Company will contact the Customer to arrange the installation to be completed
19.2: If the fault is caused due to the existing heating system the Company reserves the right to charge the customer for any additional services and re-visits to the property.
20. Pricing Errors
We frequently check our product price, despite Company’s best efforts where the product’s correct price at your order date is less than our stated price at your order date the Company will charge the lower amount. if the product’s correct price at the customer’s order date is higher than the price stated to the Customer, the Company will contact the Customer for their instructions before accepting the order. If the Customer has already processed the order and does not accept or declines the new price the Company reserves the right to end the contract and refund any sums paid by the Customer.
21. Other Important Terms
21.1: If the Company fails to comply with these terms, Company will be responsible for loss or damage the Customer suffers that is a foreseeable result of Company breaking this contract or Company failing to use reasonable care and skill. Damage or loss is foreseeable if, either it’s obvious that it will happen or if at the time of contract both the Company and the Customer knew it might happen whilst the Customer discussed it with the Company during the ordering process.
21.2: Whereas the Customer has to accept that some level of minor/cosmetic damage may be caused in order to perform the service(such as damage to plasterwork, paintwork, decorations, flooring, wall covering, etc) and that the Company will not be responsible for covering such minor damage. Although the Company’s engineer will make good to best of their abilities.
21.3: For the avoidance of doubt, the Company is not responsible for any failures of the old/existing pipework, fittings, fixtures or appliances already attached to the existing heating system or any damage as a result of these failures, unless they are caused by the negligence of the Company’s engineer.
21.4: The Company does not exclude or limit its liability to the Customer where it would be unlawful to do so, this includes liability for death or personal injury caused by Company negligence or negligence of our engineer, for fraud or fraudulent misrepresentation for breach of Customers’ legal rights in relation to the products.
21.5: All the existing equipment, including but not limited to; pipework, radiators, valves should be in working order. if they have been poorly installed or have become faulty, the Company will not take any type of responsibility irrespective of Company’s engineer has touched them or not while carrying out the installation at Customers premises.
21.6: The company may transfer its rights and obligations under these terms to another organization. The company will inform the Customer in writing and make sure that the transfer does not affect the customer’s rights under this contract.
21.7: The customer only may transfer their rights or obligations under these terms to another person if the Company agrees to this in writing. The contract is between the Customer and the Company and no other person shall have the right to benefit, change or enforce any of new or additional terms.
21.8: Each of the paragraphs of these terms operates separately, if any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
21.9: If the Company does not insist immediately the Customer to do anything they are required to do under these terms, or if the Company delay in taking any steps against the Customer in relation to breaking this contract, that does not mean the customer can overlook or skip their obligations and it will not prevent the Company to take steps against the customer at a later date. For example, if a customer misses a payment and the Company does not chase the customer and continues to provide the products, the Company can still require the customer to make the payment at a later date.
21.10: These terms are governed by English Law and you can bring legal proceedings in respect of the products in the English Courts. If you live in Scotland you can bring the legal proceedings in respect of the products in either Scottish or English Courts.
21.11: If the customer may wish to attempt to resolve any dispute without resorting to legal proceedings and in such instance, an alternative dispute resolution may be used between the Customer and the Company.
Our terms and conditions are written in plain English and are made as simple as possible.
If you would like any help or more information, please get in touch with our customer services team at office@gasheatinginstallers.co.uk
Our terms and conditions are written in plain English and are made as simple as possible.
If you would like any help or more information, please get in touch with our customer services team at office@gasheatinginstallers.co.uk
Our terms and conditions are written in plain English and are made as simple as possible.
This privacy policy applies to this website (www.gasheatinginstallers.co.uk) only.
For any further assistance please call us on 0300-3030-902 and get free advice without any obligations
For any further assistance please call us on 0300-3030-902 and get free advice without any obligations
