These terms and conditions come into effect from 30th January 2024. Terms and conditions prior to this date can be located here.
The Contract is between You and Us. It is made up of (i) Your Quote (ii) this Contract (including any schedules) (iii) Requote (if applicable). It is important for You to read this Contract carefully so that You understand how it works.
If You do not understand this Contract and want to talk to Us about it, or if You would like this Contract in another format (for example: audio, large print, braille), please contact us using the contact details below.
If the Contract names more than one person, you’ll all be responsible – as individuals and together – for Your obligations under the Contract.
The Contract will start from the date We receive Your signed and dated Quote.
If this Contract contradicts Your Quote, this Contract will take priority.
You have the right to change your mind and cancel this Contract within 14 days from the date of completion of Your installation without giving any reason. This does not apply to the extent that the Contract includes Emergency Works.
To change Your mind and cancel the Contract in accordance with the above clause You should tell Us as quickly as possible and confirm this in writing. We have supplied a tear off slip below which You can use, but You do not need to. You can notify Us by any means (see Contact Us).
You should think carefully about the consequences of cancelling the Contract at different stages. However, You may change Your mind and cancel the Contract from the Commencement Date to 14 days after the date of completion of Your installation. This is over and above Your statutory rights.
If no Goods have been provided or Services carried out (including any Preparatory Work), You may change your mind and cancel the Contract, in which case You will receive a full refund of any monies paid within a further 14 days.
If We have commenced with the provision of the Services (including any Preparatory Work) on the Contract, You may change Your mind and cancel the Contract, however We may charge You reasonable fees, provided:
it is a reasonable reflection of the value of the work that has been carried out; and
You gave us permission (by agreeing to this Contract) to proceed within the cancellation period.
If We have completed (or partially completed an installation) You should think carefully about the consequences of cancelling the Contract at this stage. We will return to Your property to remove the Goods and You must allow Us to do so. You should plan carefully for this. We will carefully remove the Goods and leave Your property safe, secure and watertight. It is likely to be impossible to refit Your old goods back into the property and We are under no obligation to do so. However, We will ensure that any gas or water pipes are safely capped off and Your property boarded up or sealed so that it is temporarily protected from bad weather. We will charge You reasonable fees for the work done so far and the reduced value of the Goods. If the work has been completed, this could mean that you could be charged a significant proportion of the agreed price.
We are accredited under and are members of Gas Safe. When We are performing Our obligations under the Contract, We will make sure that at all times, We comply with the requirements of Gas Safe.
We are also qualified installers for all products that we supply and install. When We are performing Our obligations under the Contract, We will similarly make sure that at all times, We comply with the requirements of the relevant manufacturer.
We may transfer Our rights and/or obligations under the Contract to another company. If We organise for another company to perform some of Our obligations for Us, this will not affect Our responsibility to You under the Contract.
Your Quote will benefit from Our Fixed Price Promise where we commit that the installation will be completed at the quoted Price provided that:
If any of the above exclusions apply, We will reissue You with a new quotation that details any additional work required and that new Quotation will carry its own Fixed Price Promise for the specified work.
Before We carry out the Installation or order any equipment, You must satisfy the following conditions (unless We tell You otherwise) (the “Installation Requirements”):
The Cooling Off Period period has ended and You haven’t cancelled the Contract or You have sent Us a completed Waiver Form (and We have received it).
You have either:
paid Us in full (and any additional costs specified in Your Quote (and We have received);
paid Us the Deposit and any additional costs specified in Your Quote (and We have received it);or
chosen to finance your purchase by means of a regulated credit agreement from one of Our chosen panel of lenders and have had your credit application approved by the relevant lender (who will confirm this to Us).
You have completed any actions that We have specified in the Quote that You must carry out.
As Your Quote is based on the surveys of Your Premises (desktop and/or physical) which We carried out prior to You entering into the Contract with Us, You must not have carried out any renovation, modification or other alteration to the structure of Your Premises or changed its primary use since the date of Our last survey.
If some or all of the installation requirements are not satisfied within 30 days of the start date of Your Contract and We have not told You that You do not need to satisfy them, We may cancel the Contract or provide You with a new Quote (which, if You accept, will replace the existing Quote).
You must also obtain all consents and permissions by the date on which We complete the Installation to allow Us to carry out the Installation and to keep Your Boiler installed at Your Premises. These consents and permissions may include building regulation completion certificates, planning permissions, landlord consents and mortgagor consents. If We ask You, You must promptly provide Us with proof that You have obtained them. If You have not obtained them all, We may cancel the Contract or provide You with a new Quote (which, if You accept, will replace the existing Quote).
Where Building Regulations require the installation of additional items that are not explicitly included in Your Contract, We will advise You of the requirement to fit these parts to comply with the relevant regulations. We will offer to add these parts and/or products to your quote. You are under no obligation to purchase these additional parts from Us and may decline to do so. If this is the case, We shall note on Your Order that You have declined to purchase the relevant parts and/or products and it will be Your responsibility to ensure that the necessary actions are taken to ensure compliance with Building Regulations outside of Your Contract with Us.
It is Your responsibility to ensure a suitable gas supply and meter is available to the relevant property. Where this is not the case, You will need to organise a supply via Transco or any other suitable pipeline provider. A gas meter will also be required which will need to be arranged separately with a gas supplier. Any costs incurred for the same are to be borne by You and are in no way part of this Contract unless specifically included in the quotation.
If, during the Quotation process, you have requested a PowerFlush as part of Your order, you understand that this will be completed on a best endeavours approach. Over time gas central heating systems build up sludge that can block or narrow your pipes, radiators and boiler parts. Whilst a PowerFlush will often resolve these issues, we cannot guarantee the effectiveness of the work or that there may be potential impact on your existing central heating infrastructure.
After an order is placed, there is an opportunity for You to send photos to the Us using an online portal. By viewing the photos in advance We can discuss any technical aspects of the installation prior to the engineer attending; this makes the installation process run as smoothly as possible ensuring the right materials are delivered to enable a suitable installation. You agree that any photos supplied during or after the ordering process are true and accurate images of what the engineer will see at the installation site.
If deemed necessary, We may supplement the above steps with a virtual inspection of your property making use of video call software. This allows further opportunity to expand upon any further technical points raised during the pre-installation process.
The quotation that We provide is a fixed price for the specification of the boiler installation. The quotation does not include existing issues which We may come across during the installation with your gas, heating, plumbing or electrical system. Should we find issues with your existing system, this will be noted on the Boiler Audit form after the installation. A separate quotation can be given to complete these works.
If You have entered into a Credit Agreement via one of the Our nominated finance providers, the terms of their agreement will apply as part of this Contract.
The price that We quote does not include the cost of removing any dangerous waste materials, such as asbestos, that We could not reasonably identify when we provided Your quote. You can call a specialist contractor to remove these dangerous materials or We may be able to arrange for them to be removed at an extra cost. When asbestos is removed You will need to produce a “site clearance for reoccupation” certificate, which You can get from the asbestos removal company, before We continue to work at Your property.
The price that We quote includes removing all non-dangerous materials, including Your old boiler and central heating parts we replace.
Unless it is otherwise stated in the quotation and schedule of works, We will connect onto your home’s existing electrical system. If the boiler location is changed as part of the schedule of works, then a new fused spur may be required.. In the event that your home’s existing electrical system is not sufficient for Us to complete our works, the boiler will be commissioned on a temporary supply and it will be Your Responsibility to upgrade the electrical supply to meet current regulations.
If the boiler is to be installed in the loft or at another high location, it is the Your responsibility to install any relevant accessibility parts such as fixed loft ladder, lights, fixed surface/platform, hand rails etc.
If, upon physical inspection of the site, it is determined that equipment ordered is unsuitable or technically not possible to install as ordered, then We will inform You of why the installation cannot go ahead as ordered and discuss alternative options including any delay to installation that may be incurred. If You decline the alternatives offered, or if no alternatives can be offered, then We will give You a full refund, minus any Cancellation Fee that may be applicable, and remove any materials that may have already been delivered to site. In exceptional cases where We determine an installation cannot take place, We reserve the right to decline any order at any time. Should We decline an order, no damages or expenses of any kind shall be payable by Us to You beyond the refund of any money already paid in relation to the contract.
In exceptional cases where We determine an installation cannot take place, We reserve the right to decline any order at any time. Should We decline an order, no damages or expenses of any kind shall be payable by Us to You beyond the refund of any money already paid in relation to the contract.
If, upon physical inspection of the site, it is determined that more equipment or a significant amount of extra work is required, then We will inform You of any increase in costs prior to these costs being incurred and issue Requote which must be approved by you (orally or in writing) and will then form part of the Contract (this approval may be carried out either by physical documentation or by email). We will also inform You of any delay to installation that may be incurred. If You decline any extra equipment or work required to facilitate the installation work You are entitled to a full refund.
We reserve the right to decline any order at any time up until completion. Should We decline an order, no damages or expenses of any kind whatsoever shall be payable by Us to You beyond the refund of any money already paid in relation to the contract.
Any changes in materials and/or specifications from those detailed in the original documentation, will only apply when supported by Requote issued by Us, which must be approved by You and will then form part of the Contract (this approval may be carried out either by physical documentation or by email).
Whilst every effort is made to ensure the delivery and installation timescales agreed during the ordering process are met, We reserves the right to delay installation for reasons including (for example) fires, strikes, illness, severe weather, lockouts, terrorism, war and any other causes beyond Our control interfering with its execution or completion of the contract. Time shall not be deemed to be the essence of the Contract.
Due to Our policy of continuous improvements, You shall have the benefit of any modification We may make to Our products and procedures albeit these changes may be made without prior notice. All illustrations within Our literature and that of Our suppliers are intended as an illustrative guide only.
Once We have received and reviewed the survey of Your house from Your sales consultant Our Scheduling Team will contact You to arrange a date on which We can begin the Installation (the “Installation Date”).
If You want to re-arrange the installation date, You must give Us at least 5 working days notice. If You give Us less than 5 days’ notice, You must pay Us the costs We have incurred as a result. If You rearrange the installation date two times or more, We may cancel the Contract.
We may rearrange the Installation Date if We believe that, on the day, the weather or the occurrence of an event or circumstances at or near Your Premises (and which is outside Our reasonable control) means that We cannot carry out the Installation safely. We will try to give You as much advance notice as possible.
Time shall not be deemed to be the essence of the Contract. Should We be required to amend the scheduled Installation Date due to engineer availability or for any other reason outside of our reasonable control, then We shall not be held liable to compensate for Loss of Earnings. Every effort will be made to notify You of any change to the scheduled Installation Date at the earliest availability.
Your Quote will set out how long We think it will take to carry out the Installation at Your Premises. Although every case is different, the Installation of a Boiler will, typically, take between one and three days, although We may need to return to Your Premises on a subsequent day in order to complete the final tests of the Boiler. We may also need to attend Your Premises before and after the Installation in order to set up and dismantle any scaffolding which is required.
When adding new equipment to your house, our engineer will need to inspect existing relevant infrastructure to ensure it meets current regulatory standards and is of suitable performance. Should your existing infrastructure fail to meet relevant standards/capacity then We will give you the options to bring the infrastructure up to a standard which allows new equipment to be connected. At this point You may cancel your order for a full refund minus the Cancellation Fee if applicable. If you do not wish to authorise the required additional work(s) but still wish the new equipment to be installed, we will leave the equipment for final connection by others and will not be able to commission the equipment. In such circumstances You are still liable to make payment in full as if the installation had been completed.
Notwithstanding point (ii) above, We cannot guarantee the integrity or suitability of any existing components being connected to as part of your Boiler and We cannot be held responsible for the failure of any such components or defects existing within any part of the existing infrastructure that may not have been readily apparent at the point of installation
We will carry out the work during working hours Monday to Friday, but may on occasion need to use a reasonable amount of overtime to achieve completion. This may include additional days for the installation when planned. We may stipulate the number of engineers to complete the installation. However, the number of engineers is not guaranteed and only a guide, as during busy periods this may change. It is a condition of this contract that Your approval of such overtime is granted although We will endeavour to minimise any disruption or inconvenience. Should any overtime or unsociable working hours be specifically requested by You or any other special arrangements charged for and agreed in the quotation, it may be necessary for us to amend the quotation. These charges will be explained at the time and prior to the overtime or unsocial working hours commencing. We will need access to the relative property at all reasonable times whilst the work is being executed and would expect free use of water, electricity and gas to enable us to complete the work in accordance with this Contract.
Hazards during the installation and protection against these
What We need You to do during the Installation
In order for Us to carry out the Installation, You agree to give Us (and Our representatives and sub-contractors) safe, full, free and unrestricted access to Your Premises including access to electricity, broadband, earthing and other relevant services at Your Premises that We need to carry out the Installation.
If We ask, You must empty and otherwise make ready, airing cupboards, storage and other parts of Your Premises to enable the Installation.
We use a panel of approved third-party subcontractors to provide quotations for the design, erection and dismantling of any scaffolding that may be required at the Premises to complete Your installation: You acknowledge this and accept that based on the information that you provided to us when placing your order:
If, upon physical inspection of the site, it is determined by the third-party subcontractor providing the scaffolding services that more equipment or a significant amount of extra work is required, then We will inform You of any increase in costs prior to these costs being incurred and issue a Requote which must be approved by you (orally or in writing) and will then form part of the Contract (this approval may be carried out either by physical documentation or by email). We will also inform You of any delay to installation that may be incurred.
Should there be a requirement to erect scaffolding on or over a low roof to enable access to a higher part of the Premises, the scaffolding may cause minor damage to roof tiles on these lower structures. Whilst all reasonable efforts will be taken to avoid any potential damage, you accept that should such damage occur that neither We nor Our appointed sub-contractors are liable for such damage to the unavoidable nature of the work involved.
During the Installation:
You, or a responsible person who is over 18 years old and authorised by You, must be at the Premises at all times (unless We agree with You otherwise).
You must take reasonable steps to ensure the health and safety of Our personnel, contractors and sub-contractors whilst they are working at the Premises.
If You do not comply with Your responsibilities set out in this agreement for a period of seven days after We have told You about Your non-compliance, We may cancel the Contract.
If We discover an environmental or safety issue or condition at the Premises, We will tell You immediately and stop the Installation. You will be responsible for rectifying the issue or condition. Once rectified, We will continue with the Installation. If You do not rectify the issue or condition within three months of Us telling You, We may cancel the Contract or provide You with a new Quote (which, if You accept, will replace the existing Quote).
Goods supplied and delivered by us to you, or your premises, shall remain our property until paid for by you in full. Whilst goods remain our property we have the absolute authority to:
Retake, sell or otherwise deal with or dispose of all or any part of these goods.
Enter any premises, at any time and without notice, in which goods or any part thereof is installed, stored or kept, or is reasonably believed so to be.
Seek a court injunction to prevent you from selling, transferring or otherwise disposing of such goods.
You agree to keep the goods we deliver to you safe.
The risk in such goods will pass to you on delivery to you.
If We leave any tools or equipment or goods with You (with Your agreement) and You damage, tamper or lose them (or fail to prevent their damage or loss), We may charge You for Our costs in repairing and/or replacing them.
You agree that you will not exercise a lien over any tools, equipment or goods.
Our responsibilities during the Installation
We will observe all health and safety regulations.
We will use reasonable care and skill.
We will:
take reasonable care to avoid disrupting Your Premises;
remove all waste material relating to the work We have carried out; and
clean up to a reasonable standard, but We will not repaint or redecorate any surfaces affected by Our work or complete any remedial work to building structures and We will not accept responsibility for damage to carpets or other floor coverings, unless We have been negligent.
We will use materials that are of satisfactory quality.
We will ensure that Your Boiler Solution complies with all regulations and standards current at the time of installation.
We will use Our reasonable efforts to ensure that the plant and equipment that We install at Your Premises as part of Your Boiler corresponds with the plant and equipment set out in Your Quote. However, We cannot guarantee that the plant and equipment will be available when carrying out the Installation. If any plant and equipment is unavailable, We will install substitute plant and equipment which is of a similar or better specification to the unavailable plant and equipment.
If, during the Installation, We find that additional work is required or additional costs will need to be incurred (which has not been caused by Our neglect or default) or if You change the requirements of the Boiler from what is set out in Your Quote, We will provide You with a Requote (which, if You accept, will replace the existing Quote). If You do not accept the Requote, We may cancel the Contract.
Whilst every care will be taken, We accept no liability for any damages to plaster work, decoration, flooring etc, which may be consequent upon the carrying out of the work detailed, unless specifically provided for in the schedule(s) in the quotation. Cuts or holes made to allow for equipment will be made good but not permanently finished or redecorated. Floor boards will be reinstated or replaced when necessary but special and/or laminated floors cannot be permanently re-fixed. Any carpets which have to be lifted will be re-laid to the best of Our engineer’s ability, however We cannot be held responsible for carpets which have been nailed or glued down, It should be anticipated that an amount of re-decoration may be required and this will be the Your responsibility and is not included in the price. Similarly We accept no responsibility for damage which is attributable to structural defect or weakness unless such damage results from negligence on Our part, our servants, workmen or assigns.
As it is necessary that all pipes are accessible, We will not normally bury them in solid floors or walls and pipes will be exposed in these situations Boxing in of pipe-work is not included unless specifically detailed in the quotation. If We remove boxing, it will be down to Our engineer’s discretion if the boxing is to be put back.
When brickwork, stonework or other masonry has to be made good e.g . Your original flue position from the old boiler, We will require You to provide Us with the necessary bricks required for making good, with the correct quantity allowed for. We will not provide materials for these works unless specifically outlined in the quotation provided in the quotation.
We will only remove a cold water storage tank as part of an installation, should this be plastic and also safe to remove. Should the Tank be metal this will be drained down, decommissioned and left in position. We will not cover the cost of the removal of the metal tank.
We will let You know once the Installation is complete. Once the Installation has been completed:
You must if You have opted to pay an initial deposit prior to installation pay Us the Final Balance Payment within seven days of the date on which the Installation was completed.
If You do not pay the Final Balance Payment within 30 days after having received a reminder from Us, We may cancel the Contract. Please also see the “If You don’t pay” section below about other remedies We may have.
Once We have provided You with a Quote, and You have advised us (either verbally or in writing) that You wish to proceed with an Order, we will set out the payment options available to You. These will also be set out in Your Quote.
If you have chosen to pay Us directly:
If You have chosen to finance Your purchase by means of a regulated credit agreement from one of Our chosen panels of lenders
The Boiler (and associated products) will be Your responsibility from the time We deliver them. You do not own the Boiler (and associated products) until We have received full payment for the services undertaken.
On completion of the Installation of the Boiler, We will require full payment of any outstanding balance as set out in Our Quote. Payment terms are seven days from completion of the Installation.
Once We have received the Final Balance Payment from You:
Our standard workmanship guarantee is 3 years from the date of completion of Installation of Your system. This covers defects associated with the Installation We carried out, but not product defects, which are covered by manufacturers’ guarantees and warranties (see below). Workmanship is only guaranteed if full payment has been made. The guarantee will become null and void if our standard workmanship and/or Boiler is subject to misuse or negligence, and/or repaired, modified or tampered with by anyone else.
The above Workmanship guarantee does not extend to the integrity or suitability of any existing components being connected to and We cannot be held responsible for the failure of any such components or defects existing within any part of Your original system i.e) Radiators, pumps, Pipework, Showers Taps etc.
Where combined boilers are supplied, hot water flow rates will be reduced if more than one tap or outlet is used simultaneously. This is not a fault and is a characteristic of most combination boilers.
We will provide You with (or arrange the provision to You of):
copies of the product guarantees and warranties which You benefit from;
copies of all certificates, user manuals, guides, instructions, drawings and other documentation relating to Your Boiler.
As part of our responsibility as Gas Safe Registered engineers, We are required to connect any gas appliance to a gas supply that is safe and deemed sound. Consequently We will need to carry out a gas soundness test prior to the installation of any new boiler or heating system.
Should there be any leak or defect within the existing gas pipework, We will have no alternative but to condemn the supply, or take steps to make the supply safe as necessary or re-pipe the supply prior to the installation work being carried out. Although a rare occurrence, any such work is totally unforeseen and may result in charges that are not reflected in your quotation. In these circumstances
Once the Installation has been completed:
You agree to comply with all conditions of the consents and permissions to keep Your Boiler installed at Your Premises. You must tell Us immediately if You become aware that You have not complied with these conditions.
You must allow Us, Our personnel, contractors and sub-contractors to access Your Premises at reasonable times where We ask You in order to inspect Your Boiler, to carry out any of Our responsibilities or exercise any of Our rights under the Contract.
Once the installation of Your Boiler has been completed, We will provide You with the necessary documentation and guidance from the manufacturer of Your Boiler. It is your responsibility to follow these.
Neither You nor We will be legally responsible to the other for any failure or delay to perform its obligations under this Contract if such a failure or delay is due to a Force Majeure Event.
If the Force Majeure Event affects Yours or Our ability to carry out its obligations under the Contract for a continuous period of 3 months then the non-affected person may cancel the Contract.
If the Contract has been cancelled for a Force Majeure Event and (i) You have not paid the Final Balance Payment and (ii) You are not paying the Final Balance Payment in accordance with Section 7.1.2 (via an agreed Instalment Payment Plan), We will remove the Boiler from Your Premises and return Your Premises to a reasonable standard at no cost to You.
Nothing in the Contract removes or limits Our legal responsibility to You for death or personal injury caused by Our negligence. We also accept full legal responsibility if We act in a fraudulent way. This Contract does not affect any rights You have by law.
Except for Our legal responsibility for death or personal injury, as set out above, We are not legally responsible under this Contract for:
any losses that are not Our fault, or that We could not have reasonably expected when We entered into this Contract; or
any financial losses (for example, wasted expenses or loss of profit, income, opportunity, contract or goodwill) whether direct, indirect or consequential.
Our total liability to You shall not exceed £15,000.
Expiry of the Contract – this Contract will automatically end on completion of the Installation, unless it has been cancelled earlier by either You or Us in accordance with the Contract.
Cancellation by You
Cancellation by Us
In addition to the rights We have to cancel the Contract as set out elsewhere in these Terms and Conditions, We may also immediately cancel the Contract if We are unable to complete the Installation:
for any reason (e.g. environmental, health and safety, structural or technical reasons connected with Your Premises) which has not been caused by Our neglect or default and which You have not resolved the issue within 30 days of Us telling You about it; or
for the occurrence of an event or circumstance which prevents completion of the Installation which could not have been reasonably foreseen by Us and which You have not resolved the issue within 30 days of Us telling You about it.
Cancellation by You or Us
Consequences of expiry or cancellation:
If You have cancelled the Contract because We have varied the Contract or as a result of any neglect or default by Us, then (i) if You have not paid the Final Balance Payment, We will remove the Boiler from Your Premises and return Your Premises to a reasonable standard at no cost to You (ii) if the final balance has been paid upfront, we will We will remove the Boiler from Your Premises and return Your Premises to a reasonable standard at no cost to You and refund Your Payment.
If You have not paid the Final Balance Payment, and You are not paying the Final Balance Payment in accordance with Section 7.1.2 (via an agreed Instalment Payment Plan), We will remove the Boiler from Your Premises and return Your Premises to a reasonable standard.
We may charge You for the costs We have incurred up until the cancellation of the Contract (as well as costs for removing the Boiler and returning Your Premises to a reasonable standard). Where We do charge You for Our costs, We are entitled to recover what You owe Us either (i) by retaining an amount of Your Deposit equal to Our costs or (ii) invoicing You for the amount owed. We will return the outstanding balance of Your Deposit to You within 30 days.
If You have a bankruptcy petition filed against You or We reasonably believe that You will not be able to pay for the Installation of Your Boiler, We may choose to end or suspend this Agreement until payment in full for the completed and ongoing Installation has been made.
Ending Your Contract will not affect any guarantees and warranties provided in relation to Your Boiler, any rights and responsibilities that You or We had before the Contract ended, or which are due to come into force under the Contract or to continue after the date it ended.
If We fail to deliver the standard of service You expect, You can contact our Support Team so that We can put it right. You can find their contact details in the “Contacting Us” section below.
We train Our Support Team to be able to sort most things out straight away. If they can’t, Our Complaints team will take over. We try to resolve complaints in two working days or less. If You’re not satisfied with how We respond, You can ask Us to review Your case. We’ll look into how We’ve handled it and decide if We should do anything differently.
If We haven’t resolved Your complaint after eight weeks, or if We have sent You a final resolution letter, also known as a deadlock letter, to say there’s no more We can do, You can go to the Dispute Resolution Ombudsman. It’s a free and impartial service that sorts out disputes between companies and customers. You can get in touch with the Dispute Resolution Ombudsman at:
Telephone: +44 (0)333 241 3209
Email: [email protected]
Website: www.disputeresolutionombudsman.org
Address: Dispute Resolution Ombudsman 3-4 Viewpoint Office Village Babbage Road Stevenage SG1 2EQ
What they decide is legally binding for Us, but not for You.
If You aren’t happy with what the Dispute Resolution Ombudsman decides or You may refer Your complaint to the courts of England and Wales.
To ‘Know Your Rights’ and for free, independent, confidential and impartial advice on consumer issues, visit: citizensadvice.org.uk/energy. You can also call the Citizens Advice consumer helpline on 03454 040506 or fill in their energy query form. You can do any of this at any point during the complaints process.
If We change Our complaints process, We will tell You through Our website
We respect your right to privacy and undertake to look after any information which could identify you (“personal information”) carefully. We strictly comply with all UK data protection laws, and we are listed on the public register of data controllers, which is looked after by the Information Commissioner.
Our separate Privacy Policy applies to our customers, users of our products and services, and to our prospective customers who have shown an interest in our products and services.
This Privacy Notice tells you who we are, how we collect, share and use your personal information, and how you can exercise your privacy rights. It applies to personal information that we use to provide you with our services or products, and personal information which we collect through our website. If we change the way we handle your personal information, we’ll update the Privacy Policy and you’ll be able to see the changes.
Our Privacy policy is available for you to view here: https://www.glowgreenltd.com/privacy-policy/
If You have given Us an email address or mobile telephone number We may email or text You to manage Your account or to provide You with useful information. We may also send You messages by social media if You have provided Us with these details.
If You change Your email address, social media account or mobile phone number You will need to let Us know straight away to make sure You still receive messages from Us
If You wish to contact Us, please:
Write to Us at: Glow Green Limited, 5th Floor, Avalon Building, Bournemouth, BH8 8EZ
Call Our Customer Service team on 0330 113 9488 between 9am and 5pm Monday to Friday. This is a local rate number when You call from a landline, and If You call from a mobile, charges may vary.
Email Us: [email protected]
Any GAS & LPG Worcester Bosch, Glow-Worm and Vaillant boilers that We have installed are covered by the manufacturer guarantee for the first 5 years. Only the relevant manufacturer for Your boiler and We are authorised to work on the appliance during this time. (Authorisation may be given for work to be carried out on a case by case basis).
Any OIL Worcester Bosch boilers that We have installed are covered by the manufacturer guarantee for the first 2 years. Only Worcester Bosch Group and We are authorised to work on the appliance during this time. (Authorisation may be given for work to be carried out on a case by case basis)
Ideal domestic boilers that We have installed are covered by the manufacturer backed warranty of 2 to 5 years depending on the boiler model.
Vokera domestic boilers that We have installed are covered by the manufacturer backed warranty of 5 years.
Elnur domestic Electric boilers that We have installed are covered by the manufacturer backed warranty of 2 years
The below terms and conditions in this section refer to the optional 12 year parts and labour warranty which commences from the date of Your installation. This is only available to customers who had their boiler installed by Us, and who opted to have a Worcester Bosch, Vaillant or Glow Worm boiler installed.
We will complete the Benchmark commissioning checklist in full at the time the boiler is installed. This checklist must be made available to Us if We ask and is found at the back of the installation instructions.
A magnetic filter must be installed on the date of installation and cleaned every 12 months.
The flue system is only covered for 12 months after the installation date.
In order to obtain a complete full 12 years warranty the homeowner must agree to appoint Us (Glow Care 100) for the full service obligation of the appliance and system. This involves the appliance being serviced within every 12 months by Us (covered under Glow Care 100). It is Your responsibility to contact Us to book in this service within this timescale.
If Your boiler breaks down, we may ask You to pay Us a deposit before We visit Your property to repair it. We will return any deposit that has been paid in relation to this visit in full if we find a fault that is covered by Your warranty. We may keep the deposit if we cannot access Your property at the time we had arranged with You to visit or We find other conditions of this warranty have not been met. A responsible adult must be at the property to give Our engineer access to the boiler.
We will not accept liability or responsibility for any fault found on the existing heating system not forming part of the appliance or any fault arising from causes other than the original manufacturing defects or workmanship. A charge will be made for any subsequent call outs relating to the exclusions mentioned, chargeable at Our normal working hours and emergency out of hours rates (£118.80 normal working hours and £178.80 emergency out of hours). Prices inc. VAT at 20%.
We cannot be held responsible for any damage that may arise due to adverse weather conditions such as frozen condensation outlets, storms, floods or rainwater down the flue.
We reserve the right to cancel any service and maintenance contract if a homeowner does not keep up with the services and maintenance recommendations made by Our engineers at any point during the 12 years.
Your warranty will be void if You interfere with the heating systems in any way, including draining down the system.
Any decisions that we make in relation to these terms are final and not subject to change.
Should there be an increase in the charges relating to Your service contract; We will notify you in writing at least 1 month before collecting the increased payment.
Boiler Servicing will usually be carried out during the period April to August inclusive. We are not obliged to carry out a service outside of this period as breakdown calls will be given priority. All servicing work is carried out during normal working hours Monday to Friday. Where a condensing boiler is installed and the efficiency of the boiler is found to be reduced predominantly caused by fouling of the heat exchanger, We reserve the right to charge an additional cost to the standard service rate, including charges for additional consumables.
We may not be held responsible for any delay in provision of spare parts by suppliers and thus no compensation is payable should this occur. Glow Green Ltd may supply and fit replacement parts and components which are adequate but not the same as defective parts.
This warranty only relates to the boiler and integrated controls, not to any connected system or accessories such as time switches, thermostats, motorised valves, external pumps, external expansion vessels and so on.
Any repair carried out under the terms of this warranty does not extend the warranty beyond its original period.
This warranty only applies to boilers bought in and used in the United Kingdom, Republic of Ireland, Isle of Man or the Channel Islands.
Our engineers will not carry out repairs if they think accessing the boiler would be a risk to health and safety.
If Your boiler is in a cupboard, there must be enough room for Our engineer to work (the minimum area as set out in the installation instructions). We will not accept responsibility for removing cupboards, kitchen units, trims and so on to gain access for repairs.
This warranty does not in any way affect Your statutory or legal rights.
This warranty does not cover the following.
Boilers installed within mobile leisure accommodation vehicles (LAVs) e.g. boats, caravans.
Products that have been moved from their original place of installation.
Costs of each annual service, including parts such as seals or electrodes replaced at this time.
Any repair that is needed as a result of anything other than a fault to the boiler or failure of the boiler itself.
Any damage, whether accidental, negligent, malicious or otherwise. Damaged appliances should not be installed.
Theft or attempted theft.
Any fault or failure in the heating system to which the boiler is connected.
Any other costs or expenses caused by, or arising as a result of, a repair.
Any damage caused by hard water scale deposits or sludge resulting from corrosion.
Any problems caused by inadequate supply of services such as electricity, gas or water to the property.
Boilers which have not been:
the requirement to clean the system and add corrosion inhibitor in line with BS7593:1992); or
maintained strictly in line with the maintenance instructions supplied with them
The below terms and conditions refer to the optional 10 year parts and labour warranty which commences from the date of Your installation. This is only available to customers who had their boiler installed by Us, and who opted to have a Worcester Bosch or Vaillant boiler installed.
We will complete the Benchmark commissioning checklist in full at the time the boiler is installed. This checklist must be made available to Us if We ask and is found at the back of the installation instructions.
A magnetic filter must be installed on the date of installation and cleaned every 12 months.
The flue system is only covered for 12 months after the installation date.
In order to obtain a complete full 10 year warranty, You must agree to appoint Us (Glow Care 100) for the full service obligation of the appliance and system. This involves the appliance being serviced within every 12 months by Us (covered under Glow Care 100). It is Your responsibility to contact Us to book in this service within this timescale.
If Your boiler breaks down, we may ask You to pay Us a deposit before We visit Your property to repair it. We will return any deposit that has been paid in relation to this visit in full if we find a fault that is covered by Your warranty. We may keep the deposit if we cannot access Your property at the time we had arranged with You to visit or We find other conditions of this warranty have not been met. A responsible adult must be at the property to give Our engineer access to the boiler.
We will not accept liability or responsibility for any fault found on the existing heating system not forming part of the appliance or any fault arising from causes other than the original manufacturing defects or workmanship. A charge will be made for any subsequent call outs relating to the exclusions mentioned, chargeable at Our normal working hours and emergency out of hours rates (£118.80 normal working hours and £178.80 emergency out of hours). Prices inc. VAT at 20%.
We cannot be held responsible for any damage that may arise due to adverse weather conditions such as frozen condensation outlets, storms, floods or rainwater down the flue.
We reserve the right to cancel any service and maintenance contract if a homeowner does not keep up with the services and maintenance recommendations made by Our engineers at any point during the 10 years.
Your warranty will be void if You interfere with the heating systems in any way, including draining down the system.
Any decisions that we make in relation to these terms are final and not subject to change.
Should there be an increase in the charges relating to Your service contract; We will notify you in writing at least 1 month before collecting the increased payment.
Boiler Servicing will usually be carried out during the period April to August inclusive. We are not obliged to carry out a service outside of this period as breakdown calls will be given priority. All servicing work is carried out during normal working hours Monday to Friday. Where a condensing boiler is installed and the efficiency of the boiler is found to be reduced predominantly caused by fouling of the heat exchanger, We reserve the right to charge an additional cost to the standard service rate, including charges for additional consumables.
We may not be held responsible for any delay in provision of spare parts by suppliers and thus no compensation is payable should this occur. Glow Green Ltd may supply and fit replacement parts and components which are adequate but not the same as defective parts.
This warranty only relates to the boiler and integrated controls, not to any connected system or accessories such as time switches, thermostats, motorised valves, external pumps, external expansion vessels and so on.
Any repair carried out under the terms of this warranty does not extend the warranty beyond its original period.
This warranty only applies to boilers bought in and used in the United Kingdom, Republic of Ireland, Isle of Man or the Channel Islands.
Our engineers will not carry out repairs if they think accessing the boiler would be a risk to health and safety.
If Your boiler is in a cupboard, there must be enough room for Our engineer to work (the minimum area as set out in the installation instructions). We will not accept responsibility for removing cupboards, kitchen units, trims and so on to gain access for repairs.
This warranty does not in any way affect Your statutory or legal rights.
This warranty does not cover the following.
Boilers installed within mobile leisure accommodation vehicles (LAVs) e.g. boats, caravans.
Products that have been moved from their original place of installation.
Costs of each annual service, including parts such as seals or electrodes replaced at this time.
Any repair that is needed as a result of anything other than a fault to the boiler or failure of the boiler itself.
Any damage, whether accidental, negligent, malicious or otherwise. Damaged appliances should not be installed.
Theft or attempted theft.
Any fault or failure in the heating system to which the boiler is connected.
Any other costs or expenses caused by, or arising as a result of, a repair.
Any damage caused by hard water scale deposits or sludge resulting from corrosion.
Any problems caused by inadequate supply of services such as electricity, gas or water to the property.
Boilers which have not been:
the requirement to clean the system and add corrosion inhibitor in line with BS7593:1992); or
maintained strictly in line with the maintenance instructions supplied with them
We reserve the right to change the terms of the Contract. If We do, We will notify You about any changes and when they will take effect. If You do not agree with the changes, You can cancel the Contract with immediate effect by telling Us by e-mail or in writing by post within 7 days of receiving Our notification.
By agreeing to the Contract, You agree to Us carrying out a Credit Check on You. We may carry out this check before You have paid Us the Deposit. If for any reason You fail the Credit Check We reserve the right to immediately cancel the Contract.
If any court, ombudsman or any other competent authority decides that any aspect of a provision of the Contract is invalid or unenforceable, that aspect of that provision shall be severed from the Contract and shall have no effect on the remainder of the Contract.
The Contract is governed by the laws of England and Wales. Your statutory rights as a consumer are set out in legislation and nothing in the Contract, or any of Our Marketing Materials shall affect any of Your or Our statutory rights.
