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Terms and Conditions

Electric Combi Boilers Company General Terms and Conditions

References in these conditions to ‘Electric Combi Boilers Company’, ‘ECBC’, ‘ABCOT LTD’, ‘The Company’, ‘our’, ‘we’, and ‘us’ relate to ABCOT UK Ltd, registered office, Green Acres, Oakley Green Road, Windsor, SL4 4QF.
References to ‘Customer’, ‘the Customer’ and ‘you’ are references to the person who has purchased a product through www.electriccombiboilerscompany.com or from Electric Combi Boilers Company.The following terms and conditions constitute a distance-only contract between ABCOT LTD trading as Electric Combi Boilers Company and the customer.
Any reviews or comments made by members of the public on this website are their opinions only and do not form any part of the specification or advice given by Electric Combi Boilers Company about products or services we supply.
Any concession, latitude or waiver allowed by Electric Combi Boilers Company at any time shall be without prejudice to their strict and full rights under this contract and shall not prevent Electric Combi Boilers Company from subsequently exercising such rights.
This contract is governed by the laws of England and Wales. If there is any dispute between us, it will be dealt with by the courts of England and Wales if your property is in England or Wales, and by the courts of Scotland if your property is in Scotland.
Nothing in this contract affects our legal rights or powers. Nothing in this contract affects your statutory rights, which cannot be excluded by law.

Electric Combi Boilers Company is a trademark of ABCOT UK LTD and is registered In England and Wales with company number 03397480. Electric Combi Boilers Co. has the following trademark registration numbers: UK00003308820 and UK00917979022.
Abcot UK Ltd is registered with the Information Commissioner’s Office and treats all information supplied by customers as confidential. Information passed on will only be done so to fulfil the obligations set out within these terms and conditions.
Electric Combi Boilers Company have Gas Safe registered engineers for all jobs that require a Gas Safe Registered engineer and Certified registered electrical engineers. Registration numbers can be provided upon request.
Trademarks and other intellectual property of the Company are protected and not to be replicated or reproduced.

Sections

1.1. Agreement to Terms:
By accessing or using our website, you agree to be bound by these Terms and Conditions. This includes any amendments or updates we make, which will be clearly communicated on this page. It is your responsibility to review the terms regularly.
1.2. Definitions:
“User” refers to any individual accessing the website. “Company” refers to ABCOT UK LTD trading as the Electric Combi Boilers Company. “Services” covers all products, information, and resources provided via the website.
1.3. User Responsibilities:
Users agree to use the site lawfully, ensuring no malicious, harmful, or unauthorized activities (such as hacking or spamming). Misuse may result in restricted access.
1.4. Updates to Terms:
The Company reserves the right to update these terms at any time. Continued use after changes implies acceptance of the new terms. Notifications will be provided for significant updates.
1.5. Intellectual Property:
All content, including logos, trademarks, and proprietary information, is the exclusive property of the Company. Unauthorized use of such content is prohibited.

2. Website Usage:
Our website and its contents are provided for general information and use. We aim for accuracy but cannot guarantee that all information is up-to-date or free of errors. Users are responsible for ensuring that any reliance on the website’s content is at their own risk. We may update, modify, or remove content at our discretion.
2.1. Limitation of Liability:
The Company will not be liable for any direct, indirect, or consequential losses incurred due to the use of the website. This includes but is not limited to, any losses resulting from website downtime or inaccuracies in the provided information.
2.2. External Links:
The website may contain links to third-party websites for additional resources. We do not endorse or take responsibility for the content or policies of external sites. Use of these links is at your discretion.
2.3. GDPR Compliance
In compliance with the General Data Protection Regulation (GDPR), we are committed to protecting your personal data and privacy.
– Data Collection: We collect personal data (e.g., name, email, address) for the purposes of providing services and fulfilling orders.
– Consent: By using our website, you consent to the collection and use of your data as outlined in our Privacy Policy.
– User Rights: You have the right to access, rectify, or delete your data at any time. Please contact [email protected] to exercise these rights.
– Data Retention: Your personal data will be retained only as long as necessary to fulfil the purpose of collection, or as required by law.
– Data Sharing: We may share your data with third parties essential for service provision (e.g., payment processors), with whom we ensure GDPR compliance.
– Security: We employ industry-standard measures to protect your data from unauthorized access or disclosure.
For more details on how we handle personal data, please review our [Privacy Policy].

3. Online Shop Terms
3.1. Product Information:
We strive to provide accurate product descriptions, but we cannot guarantee that product information, including pricing, is free from errors. We reserve the right to correct any errors and update product details without notice.
3.2. Product Offerings & Prices:
Products listed on our online shop are subject to change at the company’s discretion. Prices are fixed unless otherwise communicated, and we may modify or discontinue products without notice. Online shop prices may differ from external sales or promotions.
3.3. Bundles
Our bundle offers are customizable for customer selection, and we reserve the right to modify bundles, offers, and pricing at any time.
3.4 Discount Codes
Only one discount or promotional code can be applied per order. We reserve the right to offer promotions, but warranty or guarantee offerings will match only what is stated on our website.
3.5. We do not match warranty or guarantee offerings that exceed those stated on our website.
3.6 Selecting an Appropriate Product
Electric Combi Boilers Company provides product recommendations based on answers from our online form, or through direct communication with our team. However, it is solely the customer’s responsibility to ensure the selected boiler and accessories are appropriate in terms of size, power, and performance, based on the information provided on our website.
3.7. Product Offerings & Prices
Products listed on our online shop are subject to change at the company’s discretion. Prices are fixed unless otherwise communicated, and we may modify or discontinue products without notice. Online shop prices may differ from external sales or promotions.
3.8. Accessories
– Thermostats & Controls: Customers are responsible for ensuring that their selected thermostats or controls are compatible with our boilers (e.g., VOLT-FREE for ELEKTRA and Guival boilers). For smart thermostats, an active Wi-Fi and broadband connection is required to fully use smart features.
– Limescale Reducers: Strongly recommended for hard water areas, our scale reducers are designed to reduce limescale buildup and are required for warranty coverage.
– Non-Bypass Filters: Our filters offer high-performance filtration and are required for the manufacturer’s warranty on the boiler.
– Isolators: Appropriate 63A rotary isolators are recommended for 12kW boilers, and the correct installation is necessary to maintain the warranty.
3.9. Order Process:
Placing an order on our website constitutes an offer to purchase, which we reserve the right to accept or reject. Upon order acceptance, you will receive an email confirmation.
3.10. Payment:
We accept payments via debit or credit card and BACS. Cheques are not accepted. All prices listed include applicable taxes unless stated otherwise. Payment must be made in full at the time of purchase.

4. Shipping & Delivery:
We aim to process and dispatch orders within the time frame stated in the specific delivery option selected by the customer, always in working business days. Delivery times may vary based on your location and chosen shipping method. We are not responsible for delays caused by courier services.
4.1. Delivery Zones
We provide delivery services within the following zones, each with specific delivery timelines and conditions:
– Zone One (Mainland UK): Orders placed before 2 PM on a working day are processed the same day. Delivery options include:
– Standard: 3–5 working days.
– Next Day: For orders placed before 12 NOON (Mon-Thurs).
– Saturday Delivery: Orders placed before 12 NOON Fridays for weekend delivery.
Delivery prices vary depending on the quantity of products ordered, and there are no deliveries on Sundays.
– Zone Two (Highlands & Isles): Orders follow the same timelines but may incur additional costs depending on postcode and volume.
– Zone Three (Northern Ireland & Eire): Delivery times and costs differ based on volume and location.
4.2. Delivery Conditions
– Boilers are delivered on a pallet, requiring a signature.
– Due to size/weight, it’s recommended two people are available to receive the delivery.
– The deliveries are “kerb-side deliveries”, the courier will not bring deliveries inside or upstairs.
– Deliveries are scheduled between 9 AM and 5 PM (working days).
– Missed deliveries incur a rebooking fee equal to the original delivery charge.

– It is the responsibility of the customer to ensure there is access for the delivery company to make the delivery and that the delivery address and details are accurate.

– The company is not responsible for delays or cancelled deliveries due to road works, red routes, access issues or inaccurate information provided by the customer.

– The company is not responsible for delays caused by courier services.

5. Returns & Refund Policy
5.1 Cancellation & Returns: You have the right to cancel your order before it is dispatched.
5.2. Return Methods: Boilers can be returned within 30 days from the date of purchase, with the following options:
– Arrange a return with your own courier (the customer bears the return cost).
– Request collection by our Company’s courier (fees starting at £100 + VAT).
– Return the boiler directly to our warehouse in Windsor.
5.3. Refund Conditions
Refunds are subject to product inspection and will incur a restocking fee calculated as a percentage of the total boiler price, as follows:
– 20% restocking fee if the boiler is returned with unopened.
– 30% restocking fee if the boiler is returned with the box opened.
– 50% restocking fee if the boiler has been fitted.
– Boilers returned damaged or in unsellable conditions will not be refunded.
5.4. Fitted Boilers
Boilers already fitted but returned within 30 days are subject to inspection. If found in working order, the refund will be processed minus a 50% inspection and restocking fee, plus collection or delivery fees.
5.5. Non-Refundable Items
Boilers found damaged or unsellable will not be refunded. The customer may arrange collection or request decommissioning and scrapping (fees apply).

6. Warranty:
All products are covered by the warranty explicitly stated in the product’s description or accompanying leaflet. If a product is faulty, we will offer a replacement, repair, or refund in accordance with our warranty terms.

The boiler’s warranty TCs can be found in the Warranty Certificate Card that comes with the boiler and here on our website. The electric boilers sold by our company are covered under two distinct warranties: the Manufacturer’s Warranty (as outlined below) and the Electric Combi Boilers Company (ECBC) “Under Warranty Callouts.”
6.1.1 Electric Combi Boilers Company “Under Warranty Callouts.”: The ECBC “Under Warranty Callouts” provides the boiler owner with a callout service to diagnose and repair the boiler, free of charge, provided the issue falls within the Manufacturer’s Warranty terms. Should the issue be unrelated or not covered by the Manufacturer’s Warranty, the callout will be charged at ECBC’s standard rates.
6.1.2. Callout Deposit Requirement: A deposit for the callout fee will be required prior to scheduling an appointment. If the issue is covered by the Manufacturer’s Warranty, and the boiler has been registered under ECBC’s Warranty Program, this deposit will be refunded through the same payment method. If the boiler has not been registered, the Manufacturer’s Warranty will apply to any necessary replacement parts, subject to inspection by our Company under Manufacturer TCs, but the callout deposit will not be refunded.
6.1.3. Non-Warranty Coverage: If the diagnosis reveals that the issue is unrelated to the Manufacturer’s Warranty, the deposit will be retained, and the customer will not be entitled to a refund.
6.1.4. Conditions for “Under Warranty Callouts” Coverage: To qualify for the ECBC “Under Warranty Callouts,” the boiler must be registered within 30 days of purchase via ECBC’s Warranty Program. Registration can be completed through the provided online form, or by mailing the original Warranty Certificate Card to our office at Green Acres, Oakley Green Road, Windsor, SL4 4QF. If the Warranty Certificate Card was posted to our office, we will respond via email to confirm the Warranty. Company confirmation of the receipt of the Warranty is required.
6.1.5. Delayed Installation: If the boiler is not installed within 30 days of purchase, the customer must notify the Company via email with the estimated installation date. Approval of an extension to the registration period is at the Company’s discretion, and written approval must be received. An approved registration extension does not affect the original warranty period, which begins on the purchase date, as specified in the Warranty Certificate.
6.1.6. Geographical Limitations for Callouts: The ECBC will respond to “Under Warranty Callouts” for boilers installed within a 200-mile radius of the Company’s main office in Windsor, Berkshire, UK.
6.1.7. Callouts Beyond 200 Miles: For properties located more than 200 miles from our office, ECBC reserves the right to:
– Appoint a local authorized installer to diagnose and repair the boiler, or,
– Authorize the customer’s preferred installer to proceed with the repair, subject to prior approval by the Company. ECBC will arrange payment to the installer at standard B2B rates, contingent upon the submission of a detailed job report with accompanying photos and the return of any replaced parts for inspection.

1- Preamble: This standard warranty, pursuant to art. 1519 septies cc, nothing innovative or modification on the rights granted to consumers to art. 1 D.L. 02/02/2002 No. 24, implementing Directive 1999/44/EEC. Notwithstanding, therefore, the rights referred to in Articles 1519-bis et seq. cc and the biennials statute of limitations placed on them for the protection of consumers, the company ABCOT UK LIMITED. and its trademark ELECTRIC COMBI BOILERS COMPANY. (hereinafter referred to as THE COMPANY) grants its customers the rights to the warranty indicated below, subject to the conditions specified therein.
Clauses:
1) The Company ensures the appliances are supplied for a period of:
a. For ELEKTRA COMPACT STANDARD ELECTRIC BOILER RANGE (EK.N, EK.C, EK.BPL and EK.BPC) and Guival SMALL ELECTRIC BOILER RANGE: 2 years standard warranty.
b. For ELEKTRA SMART ELECTRIC BOILER RANGE (SMART.N, SMART.C, SMART.BPC, SMART.BPL, EASY.C, EASY.BPL, EASY.BPC): up to 5 years warranty subject to boiler service on year 2 and year 4 from product purchase date. The boiler service must be performed by and Electric Combi Boilers Company engineer or Authorised Installer.
The warranty terms are valid and active as long as the product is installed and put into operation within a period of 2 years from the date of manufacture (indicated as monthly production in the test -internal card signed by the operator The Company), or within 18 months from the date of the sales invoice of the supplier and within 1 year from the sale of the manufacturer to the ultimate purchaser and as long as the installation has been carried on in accordance with the installation guidelines supplied with the appliances and products purchased and as long as the warranty has been registered with theELECTRIC COMBI BOILERS COMPANY via the online form or by sending the filled form scanned by email to [email protected] or via post to ELECTRIC COMBI BOILERS COMPANY, Green Acres, Oakley Green Rd, Windsor, SL4 4QF.
The Company, in relation to the components and only for the time period stated above, will repair or replace, according to an evidence evaluation technique, the component that has defects in materials or construction. This standard warranty’s sole purpose is limited to the repair or replacement stated above, no other intervention can be claimed under the warranty provided by The Company, or any other damages, consequential losses or compensation resulting from any defect in materials or construction can be claimed under this warranty, except for the activation of a different statutory warranty and the terms and conditions laid down in it.
2) This warranty does not take effect if the buyer does not report the defects to The company within 3 days upon discovery.
3) Any repair or replacement of parts of boilers does not change the starting date and duration of this warranty. Parts replaced during the warranty period will be considered to have the same warranty period as what’s left of the original boiler warranty.
4) Within the time limits referred to in paragraph 2, the Company will repair and/or replace, free of charge, the pieces that, at its sole discretion and in accordance with its exclusive technical procedure deems necessary, to return the product to its original usage. In the event of an engineer visit to assess a boiler fault (under warranty), Abcot UK Ltd reserves the right to apply a deposit charge. If the fault is covered by the warranty the deposit will be refunded to the customer after the engineer’s report.
5) The defective parts that are replaced will remain the exclusive property of The Company.
6) It is understood that:
a. the purchaser of the unit is required to pay the rights to call for any action required to be paid by The Company apart from the cost of the parts to be replaced;
b. the possible intervention of technicians The Company, which will be sent within time limits granted by unquestionable organizational requirements, will be placed solely with the purchaser;
c. costs related to the removal, transportation, reinstallation and any other incidental expenses shall be borne exclusively by the buyer.
7) For the appliance to be covered under these warranty terms it is required:
a- That the owner of the boiler registers the warranty within 30 days of its purchase.
b- A non-bypass central heating filter is installed to avoid corrosion and the build-up of sludge in the heating system, as per the installation guidelines.c- If the appliance is installed in an area of medium to hard water (above 200ppm) a scale reducer must be installed in order to prevent limescale buildup in the appliance.
d- The boiler must be fitted in accordance with the specified clearances as per the boiler model. A failure to do so could result in accessibility issues when it comes to servicing or repairing the boiler by an engineer(s). This will result in the boiler’s warranty being void.
e- The boiler must be fitted in a location that is safe to access. A failure to do so could result in accessibility issues when it comes to servicing or repairing the boiler by an engineer(s). This will result in the boiler warranty being void.
f- For ELEKTRA SMART electric boilers, for the boiler to be covered by the warranty for up to 5 years the owner must have the boiler serviced on year 2 and year 4 from the product purchase date. The boiler service must be booked by the owner with The Company or an installer authorized by The Company.
g- The warranty does not cover the incorrect installation of wiring or plumbing or isolator switches or MCB/RCD (RCBO). It is The Company’s policy to request a call-out deposit even if the boiler is under warranty. The deposit is refundable if the fault is covered under warranty.
8) ELEKTRA SMART boilers come with a standard 2 years manufacturer’s warranty, extendable to 5 years subject to the boiler having been serviced in the 2nd and 4th year from the date of purchase. The warranty will not be extended if the customer fails to get the boiler serviced by a qualified/trained engineer. The engineer must have been trained and /or authorized by The Company.
9) If the ELEKTRA SMART boiler is not connected to the Internet via a router, the warranty will be limited to the standard duration of 2 years.
10) When using any boiler system cleaning products (acid/chemical), we strongly recommend that the cleaning products (acid/chemical) are thoroughly flushed out. Leaving any cleaning products in the system can damage the boiler and may void the warranty.
11) Excluded from this warranty are any parts damaged during shipment, wrong installation of the appliance, lack of capacity or abnormality of the plumbing, electrical, fuel delivery, or poor and/or incorrect treatment of the water supply, corrosion caused excessive aggressiveness of the water, descaling treatment badly conducted, stray currents, inadequate maintenance, frost, lack of water, tampering or intervention by unauthorized personnel, pump stuck due to prolongued time of no use, parts subject to normal wear and tear or deemed as consumables (for example anodes, refractory materials, gaskets, knobs), use of non-original spare parts not provided by The Company or of not equivalent quality to those parts or not compatible with the installation and, for reasons not attributable to The Company.
12) This warranty does not apply if: – The customer has failed to make any or all payments;
– The warranty certificate, duly completed, is not received, either by post or via the online warranty registration page, by The Company within 30 days from the installation, and if it is not kept by the purchaser for the time of duration of the warranty, alongside a copy of the receipt of the purchase of the appliance;
– The warranty certificate duly completed is not received, by post or via the online warranty registration page, by The Company from the Authorized Installer, signed on each side if sent by post. It is the buyer’s responsibility to return the completed warranty certificate or to register the warranty via our online warranty registration page, to The Company, failing to do so could make this warranty void;
– Dysfunction and/or failure is determined by events unrelated to the building and not attributable to defects in the original materials or production processes;
– Intervention is carried out by unauthorized personnel or due to unauthorized access;
– The installation is not compliant with instructions for installation, operation and maintenance given by The Company;
– For SMART boilers, if the installation parameters or factory settings are compromised, invalidated or in any way manipulated by an untrained person and/or without express authorisation of the manufacturer or the Electric Combi Boilers Company;
– The installation is not compliant with existing laws and technical regulations with regard to installation and maintenance.
13) Responsibility:
– The buyer is responsible for the accuracy of all information provided;
– The boiler and heating equipment must have been installed and used in accordance with the manufacturer’s instructions.
– If the boiler or heating equipment breaks down or malfunctions, the buyer must take reasonable steps to limit damage, e.g. stop using it if this is likely to cause further damage.
The technical staff of The Company intervenes in the form of technical assistance towards the buyer
This warranty does not extend in any way the obligation to pay damages to nature suffered by persons, animals or things.
The terms of this warranty are not to be modified or changed by any of the parties unless expressly agreed in written form by The Company.
14) If the parties take legal action, this warranty is considered resolved.
15) Governing law and statutory rights: The Company will communicate with the buyer in English and English Law will apply. This warranty is governed by the laws of England and Wales. If there is any dispute between parties, it will be dealt with by the courts of England and Wales if the buyer’s property in England or Wales, and by the courts of Scotland if the buyer’s property is in Scotland. Nothing in this warranty affects the buyer’s legal rights, powers, or statutory rights that cannot be excluded by law.
16) In respect of UK GDPR and The Data Protection Act 2018, personal data will not be communicated or disclosed to third parties unless expressly agreed. The buyer may request, at any time, consultation, modification or deletion by written request. This request must be sent exclusively to The Company and addressed to the Data Protection Officer.

Version 1.3. Reviewed on 23/09/2024. GP. LF.

1 Home Survey

1.0. Home Survey Definition

A home survey is an in-person assessment conducted at the customer’s property to evaluate heating and hot water needs. The survey is based on a visual inspection of the existing system and property layout. Each survey typically takes up to 60 minutes to complete.

1.1. Purpose of the Survey

The survey is tailored to assess the property’s heating and hot water needs to provide an accurate installation quotation. Surveys are conducted based on visual inspection only. Central heating components such as underfloor heating and radiators, plumbing and wiring inside walls cannot be inspected, and unforeseen circumstances may arise during installation that could require additional work and costs.

1.2. Survey Fees

Properties within 50 miles of Windsor: £50 + VAT
Properties 51-100 miles from Windsor: £100 + VAT
Properties 101-150 miles from Windsor: £150 + VAT
If the customer proceeds with the quotation, the survey fee will be deducted from the total installation cost.

1.3. Customer Responsibilities

Customers must ensure access to all necessary areas for the survey.
Parking permits, if necessary, and parking arrangements to facilitate installation are the responsibility of the customer.
Any incorrect or missing information may lead to a re-quotation or additional charges.
Property Ownership and Permissions: By placing an installation order, the customer confirms that they either own the property or have obtained permission from the owner to perform the installation.
It is the responsibility of the Customer to undertake a party wall agreement with any neighbouring properties where required in advance of the Company attending the site to carry out work.

1.4. Quotation Validity

Quotations are valid for 28 days from the submission date.
If the customer wishes to proceed after 28 days, a re-quotation will be required, and prices may be modified based on material costs and trade market fluctuations.

2. Quotation & Ordering Process

The quotation is based on the accuracy of the visual survey and the information provided.
Survey Findings: Upon completion of the survey, the engineer will provide a detailed report outlining the installation requirements, any additional materials needed, and any potential challenges. This report will be used to generate the final quotation.
The quotation must be confirmed in writing either by email or by signing a copy of the quotation.
Once the quotation is approved, the installation must be scheduled within 28 days.
If scheduling is delayed beyond this period, a new quotation may be issued.
To confirm the installation a payment of 70% of the installation price is required. The rest is due to be paid as soon as the job is finished. Certificates (Electric/Gas/Boiler) relating to installation will be provided to the customer upon completion of the final payment. (30%)

3. Cancellation & Admin Fees

Cancellation up to 24 hours before installation: £100 Admin Fee
Same-day cancellation: £200 Admin Fee
Admin fees will be waived in cases of force majeure, bereavement, or major emergencies.

4. Payment Terms

70% payment upfront is required to confirm the installation.
The remaining 30% is due upon completion.
Late payments will be subject to:
- Interest at 8% above the Bank of England base rate.
- Fixed debt recovery charges:
  - £40 for debts under £1,000
  - £80 for debts between £1,000-£10,000
  - £100 for debts exceeding £10,000
Payments are accepted via BACS, credit/debit card, or Secure Payment Link.
The late payment fee is payable alongside any outstanding balance. The Company reserves the right to withhold any certification or warranty documents until the full payment has been received.

5. Installation Process

Materials will be delivered either by courier or by the installation engineer.
The installation will include wiring, testing, programming and customer demonstrations.
The existing system will be drained down where necessary and redundant materials will be carefully disconnected and removed from the site. Customers must provide a safe and accessible environment for engineers.
All wiring to the boiler, pump and controls (if applicable) will be carried out to current BS 7671 standards and surface installed.
The Customer (or their representative) must have complete control over the isolation of gas, water and electricity on the installation date. If safe isolation of all services is not possible then the installation may have to be postponed or cancelled and a refund issued subtracting the engineer’s call-out fees and any cancellation fee that might be applicable.
All costs and coordination to renew or repair isolation points are the responsibility of the Customer.
The electric boiler will be commissioned, and the relevant paperwork completed. The installer will demonstrate to the customer (or their representative) how to operate the new electric boiler, controls and accessories (if applicable).
The installer will test and adjust the boiler and controls and leave the system in good working order. The Installer will ensure that the Customer is satisfied with the work and that the Customer understands the controls, as well as carry out the necessary safety checks.
Upon completion, the old boiler and redundant materials will be removed and disposed of according to local regulations, if this service was requested and added to the quotation provided.
Debris will be removed from the site as part of the fixed price, but this does not include the removal of any dangerous/hazardous waste material such as asbestos which we become aware of before or during the installation. It is the responsibility of the customer to arrange for the safe removal and disposal from the site at their own expense and to provide the Company with a Clean Air Certificate as proof this work has been completed. We may halt an installation if a dangerous or hazardous substance is identified during the works. The installation will only resume once the dangerous or hazardous substances have been removed.
We will make every effort to clean the workspace and to leave the property in a satisfactory state however, Customers must be aware that over a short period following installation dust may settle on surfaces and provisions for additional cleaning may be required.
The engineer will take pictures of the installed equipment for the company’s auditing process and the company’s records. The engineer may also attend with other people including managers, supervisors, trainees or apprentices. From time to time, the company may use these images for marketing or promotional purposes.
Power flushing is NOT included in standard installation quotations. If required, an additional charge of £1,500+ (depending on store pricing and property specifics) will apply.
Any unforeseen materials or additional work required after installation begins will be invoiced separately following customer approval.

6. Workmanship Warranty

12-month workmanship guarantee: this warranty covers products, pipework, and electrical equipment installed by the Company. However, the following items are excluded from the warranty:
1. Products not installed and/or supplied by the Company.
2. Existing components connected to the new boiler, such as radiators, valves, or pre-existing pipework.
3. Cosmetic damage, misuse, third-party interference, or commercial properties.
This warranty does not cover issues caused by pre-existing faults, system misuse, or third-party interference.
The boilers are covered by the Manufacturer’s Warranty and the Electric Combi Boilers Company warranty, according to the model selected.
Products installed alongside the boiler are covered by their manufacturer’s warranty, and any claims must be made directly with the manufacturer.

7. Site Access & Customer Responsibilities

Customers are responsible for ensuring access, permits, and parking arrangements for installation.
If installation is delayed due to restricted access, incomplete preparation, or customer-related issues, a call-out fee of £150+VAT will apply.
Customers must ensure the site is safe and accessible for the engineers.
Customers must ensure a responsible adult (+18 years old) is present at the time of installation.

8. Respect and Safety

Abusive or threatening behaviour towards the Company’s staff will not be tolerated. Any such behaviour may result in the cancellation of the order and forfeiture of any fees paid.
Any serious instances of abuse or threats against our team will be reported to the relevant authorities.
The customer agrees to provide a safe and respectful workplace for any persons attending the installation address. Persons attending a property to carry out work connected with this contract will leave the property if rude, abusive or unsafe conditions are encountered. If this happens, it will be at the sole discretion of Electric Combi Boilers Company if a re-attendance is arranged and what the charge for such a re-attendance will be. In any event, no refund will be due from the Electric Combi Boilers Company to the customer if the site is vacated for reasons of safety, abuse or general rudeness.
Electric Combi Boilers Company reserves the right to refuse or cancel any installation order.

9. General Terms & Conditions

Installations will be completed in compliance with health and safety regulations and industry standards.
Any changes to the agreed-upon work scope require written confirmation and may incur additional charges.
We (The Company) have assumed that the Customer’s property is in a good state of repair and contains no structural defects or weaknesses. The Company or its staff will not be responsible for any damage caused to the Customer’s property as a result of any existing defects.

While every effort is made to ensure the delivery and installation timescales agreed upon during the ordering process are met, The Company reserves the right to delay installation without Customer compensation for example – material shortages, supplier delays, sickness, fires, strikes, illness, severe weather, terrorism, war and any other causes beyond the control of the Company interfering with its execution or completion of the contract. Time shall not be deemed to be the essence of the contract. The Company is not liable for any loss of profit, loss of business, business interruption, loss of salary or holiday entitlement should delays occur.
While all reasonable care will be taken, the Company accepts no liability for any damage to existing plaster work, decorations, flooring etc which may be consequent upon the carrying out of the work detailed. Cuts or holes made to allow for equipment will be made good but not permanently finished or re-decorated. Floorboards will be reinstated or replaced where necessary, but special and/or laminated floors cannot be permanently re-fixed. Any carpets which are lifted will be re-laid to the best of our operative’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 redecoration may be required, and this will be the customer’s responsibility and is not included in the price.
We have also assumed that the existing heating and hot water pipework (not visible for inspection) will be of correct sizing and unaffected by blockages, incorrect falls or leaks. Access, repair and making good unsuitable pipework is the responsibility of the Customer.
It may be necessary to remove decorative coverings such as tiles, boxing in or boiler cupboards to access pipework, flues or other components required to complete the works. Whilst all care and attention will be paid when removing said items It is the sole responsibility of the Customer to repair, modify or replace these coverings once the installation is complete.
The Company accepts no liability for any materials used during the installation process having variations in size, colour, texture and general appearance. When matching materials (such as bricks and tiles) to existing materials which are part of the house, a close match is often not possible due to older products becoming obsolete and the effects of weathering over time. The customer agrees to make available their materials, at their expense, at the time of the work taking place if they would like a specific material (such as a matching brick) to be used.
Properties which are installed with specialist wall finishes such as render, timber, cladding, stone or specialist mortar products will be made temporarily weather-tight and will not be sympathetic to the building’s fabric. Reinstatement of these specialist finishes is the responsibility of the Customer, no contribution will be made by the Company.
The Company can’t determine if your shower and your new boiler will be compatible. The Company will not be liable if your existing shower is not compatible for any reason with the new boiler. There are circumstances where compatible showers may still leak or not function correctly with your new boiler due to failed seals, increased pressure or worn cartridges. Showers including repairs or replacements are the responsibility of the customer and are excluded from the contract in all circumstances.
The Company can’t guarantee that your shower head/mixer is suitable to provide maximum efficiency of the boiler/hot water system. The company will not be liable for the inferior performance of the hot water supply due to shower head/mixer issues.
Sometimes things do not go to plan with the installation of new equipment. 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 remedy any faults or problems. In addition to this, the customer undertakes to minimize or avoid any losses it may suffer as a result of the actions (or non-actions) of the Company or the appointed Engineer. If remedial works are required, in the first instance your original installing engineer will return to rectify the issues. In the case of a recurring fault, the Company reserves the right to send an alternative engineer from our network at our sole discretion.
Certifications: The corresponding certifications (electrical, warranty, etc.) will be given to the customer upon completion of all due payments.
The boiler remains the property of the Electric Combi Boilers Company until all due payments have been received.
We shall not be liable for delays or failures caused by factors beyond our control (force majeure).
The company reserves the right to refuse or cancel any installation order.
Should no issue be identified or if the issue arises from misuse or third-party interference, the Company reserves the right to charge the following call-out fees:
1. £ 150+ VAT for properties within 100 miles of the office.
2. £200+ VAT for properties within 100-200 miles.
3. £300+ VAT for properties over 200 miles, subject to the Company’s discretion.
4. £ 60+ VAT per hour for additional work.
Unless explicitly pre-agreed, the Company will not reimburse the Customer for third-party appointed labour to rectify an issue, regardless of fault.
It is the Company’s policy to request a deposit before an engineer visits a property for a call-out.

By accepting the quotation and proceeding with installation, the customer agrees to these terms and conditions.

For any questions, contact Our Sales Department at [email protected].

Version 1.4. Reviewed on 23/01/2025. GP. LF.

3.1. Warranties, Guarantees and Compliance Documentation: Upon installation by an Electric Combi Boilers Company engineer or its Authorised Installer, the boiler, controller, and accessories will be registered with the relevant manufacturers. A Warranty Certificate will be provided via email, detailing the start and end dates of the warranty.

3.2. Warranty Coverage: The Electric Boiler and accessories are covered by the manufacturer’s warranty, effective immediately upon installation. In the rare event of a zero-hour failure, the manufacturer will attend the site for repairs, but product replacement is not guaranteed. The Company will coordinate with the manufacturer to expedite any necessary repairs.

3.3. Warranty Duration
3.3.1 Boilers:
– Standard ELEKTRA Combi Boilers: A 2-year Manufacturer’s Warranty is provided. Extended warranties can be arranged through the Company’s insurance plan upon expiration of the standard warranty.
– SMART ELEKTRA Combi Boilers: A 2-year warranty, extendable to 5 years, is provided, contingent upon the boiler being serviced in year 2 and year 4 by our Company or one of our Authorised Installers.
– GUIVAL SMALL Electric Boilers: 2-year Manufacturer’s Warranty is provided. Extended warranties can be arranged through the Company’s insurance plan upon expiration of the standard warranty.

More information on the Warranty Terms and Conditions can be found in Section 1 Clause 6 of these Terms and Conditions.

3.3.2 Accessories: A 12-month parts-only warranty applies to filters, controllers, and other miscellaneous components such as pumps and valves.

3.3.3. Workmanship Warranty: A 12-month workmanship warranty is included with all installations, covering installed products, pipework, and electrical equipment. The Company reserves the right to coordinate with the product manufacturer to resolve warranty-related issues.

3.4. Warranty Exclusions
The following items are excluded from the 12-month workmanship warranty:
– Products not supplied or installed by the Company.
– Pre-existing products or components connected to the new boiler (e.g., hot water tanks, valves, radiators).
– Cosmetic damage, building repairs, or issues unrelated to the installation.
– Damage due to misuse, third-party interference, or properties used for commercial purposes.

3.5. Call-Out Charges: If a visit is requested, and no issue is identified or the issue results from misuse or third-party interference, the Company reserves the right to charge the following call-out fees:
– £150 + VAT for properties within 100 miles.
– £200 + VAT for properties 100-200 miles.
– £300 + VAT for properties over 200 miles (subject to the Company’s discretion).
– £60 + VAT per hour beyond the initial three hours.
Any required parts will be charged at trade price + VAT.

3.6. Call-Out Fee Deposit: A deposit for the call-out fee will be required before scheduling a visit.

3.7. Third-Party Labor: The Company will not reimburse costs for labor performed by third-party contractors unless pre-agreed.

3.8. Energy Usage Disclaimer:
The actual energy consumption of your Electric Boiler will vary depending on several factors, including but not limited to:
– Property Insulation: Poorly insulated properties will lose heat more quickly, causing the boiler to work harder and consume more energy.
– Heat-Loss Prevention: Features such as double glazing, insulated walls, and draft-proofing can reduce heat loss and improve energy efficiency.
– Occupant Usage: The frequency and duration of hot water use, as well as the overall heating demand, directly impact energy consumption. Usage habits, such as setting high temperatures or frequently heating large amounts of water, will increase energy use.
– Energy Tariffs: Variations in energy tariffs and supplier rates mean that energy costs can fluctuate, and the Company cannot provide specific predictions or guarantees regarding energy expenses.

Version 1.3. Reviewed on 23/09/2024. GP. LF.

Our electric combi boilers and associated products are designed for optimal reliability and efficiency. Our Company provides Support for boilers sold by our company, whether our engineers or a third party has installed them.

The following service and call-out policies outline how customers can access support and maintenance for their boiler systems:

Disclaimer: We do not offer diagnostics-only visits unless expressly requested in writing. If no written stipulation specifies otherwise, we consider the adult present during the visit authorised to approve any necessary repairs. Our goal is always to get your boiler back up and running as soon as possible, during the callout visit.

4.1. Telephone and Online Support: We provide remote support to help resolve operational issues. If troubleshooting through our Maintenance & Support page( www.electriccombiboilerscompany.com/service-callouts ) does not resolve the issue, customers can contact us via phone at 0208 998 2024, WhatsApp Message via +447888677250 or email at [email protected] .

Our office hours are Monday to Friday, from 9 AM to 5 PM, excluding weekends and public holidays. The telephone and WhatsApp Support lines are open Monday to Friday, from 9 AM to 4:45 PM, excluding weekends and public holidays.

4.1.1. Standard ELEKTRA and GUIVAL Electric Boilers: If an issue arises with a standard ELEKTRA Electric Boiler or a Guival Electric Boiler, our team will first attempt to troubleshoot the problem remotely. You may be asked to provide photos or videos of the boiler, its control screen, and the electrical consumer unit to assist in diagnosing the issue. Should the problem not be resolved remotely, an onsite visit by one of our certified engineers or an approved third-party engineer may be recommended.

4.1.2. ELEKTRA SMART Electric Boilers: For SMART models, remote diagnostics can be performed via the Internet. Once the customer provides the boiler ID number and grants access, our team can remotely diagnose and potentially resolve the issue. If a physical visit is required, we will follow the same procedure as for standard boilers.

4.2.1. Definitions:

a. Boiler Commissioning: Boiler commissioning is the process of ensuring that a newly installed or repaired boiler is functioning according to the manufacturer’s specifications. It involves detailed checks of performance, safety, and compliance, certifying that the boiler is ready for regular use.

b. Boiler Service: A boiler service is a scheduled maintenance procedure designed to inspect, clean, and ensure the boiler is operating safely and efficiently. It involves checks for wear and tear, potential faults, and proper functioning of components. Similar to a health check, it certifies the condition of the boiler at that specific moment in time, identifying any current or potential issues. However, it does not guarantee the prevention of future malfunctions or issues.

b. Boiler Callout: A callout refers to an engineer’s visit to a customer’s property to diagnose, repair, or address issues related to the boiler. Callouts are usually requested when an issue cannot be resolved remotely and may include charges for labor and any necessary parts.

4.2.2 Coverage Area: Our standard service area covers properties within a 200-mile radius of our office in Windsor, Berkshire. Visits outside this radius are subject to approval and will incur additional fees.

4.2.3. Scheduling: Appointments will be scheduled during regular business hours (Monday to Friday, 9 AM to 5 PM). The customer will be contacted by the engineer before the scheduled slot to provide an ETA. If the appointment must be rescheduled, we will notify the customer as soon as possible to arrange a new time.

4.2.4. Work Performed: The callout or service may include diagnostic checks, maintenance, or repairs. However, parts and any additional repairs not covered by the warranty will incur extra charges, to be agreed upon before work is carried out.

4.2.5. Access Requirements and Customer Responsibilities: The customer must ensure that the boiler is accessible, adheres to manufacturer guidelines, and that any necessary permissions (e.g., from landlords) have been obtained before the service visit. If the engineer cannot access the boiler due to obstructions or unsafe conditions, an additional service fee will apply for rescheduling. If no written stipulation specifies otherwise, we consider the adult present during the visit authorised to approve any necessary repairs. Our goal is always to get your boiler back up and running as soon as possible, during the callout visit.

4.3.1. Callout and Service Fees by Distance:
– Up to 100 miles: £150 + VAT
– Over 100 miles: £200 + VAT
– Over 200 miles: £300 + VAT (subject to company approval)

The company reserves the right to modify these prices when consired necessary.

4.3.2. Additional Costs:
– Parts: charged at trade price + VAT.
– Callouts + Boiler Service: an additional £50+VAT will be charged when the customer requests the boiler to be serviced at the same time as a scheduled repair.
– Repairs During Boiler Service: During a Boiler Service, if the engineer identifies an issue that requires a repair, a separate labour fee of £50 will be applied, in addition to the cost of any necessary parts.

4.3.3. Emergency Call-Out Fees:
– Emergency and Weekend callouts: Standard callout fee + £50 surcharge.
– Bank holidays, Christmas Day, and New Year’s Day: Standard callout fee + £100 surcharge.

4.3.4. Cancellation Fee:
– Cancellation fee: £50 + VAT for cancellations up to 24 hours before the scheduled appointment.
– There’s no refund for cancellations done less than 24 hours before the scheduled appointment.
– There’s no refund for situations where the customer or a suitable adult representing the customer is not present at home at the scheduled slot, or the appropriate access is not provided to the engineer.

4.4.1. Booking and Payment Method: Callouts and services can be pre-booked and paid for via our sister company Euroboilerparts.co.uk. The links will be provided by our Support Team. The payment for a Boiler Service or Callout must be made in full prior to the job being authorized and scheduled.
4.4.2 Payment Methods: Callout and service fees must be paid by credit/debit card or through a secure payment link. Cheques are not accepted.
4.4.3. Cancellation and No Access: If the customer cannot provide access on the agreed date, they must notify the company no later than 24 hours prior to the scheduled day. Failure to do so will result in the full service-fee being charged.
4.4.4. Rescheduling: Customers may reschedule their appointment if needed, subject to availability.

4.5.1 Payment Terms: Payment for services rendered and spare parts used is due on the day the services were rendered or parts were used. Payment is expected no later than 24 hours after the completion of the service or repair. This term is established following the Consumer Rights Act 2015, ensuring fairness and transparency in trade practices.

4.5.2 Late Payment Fee: If payment is not received within the specified terms, a late payment fee of £10 will be applied for each block of 7 days from the invoice date.. This fee is to cover the administrative costs incurred due to late payment and is set in compliance with the guidelines of the Consumer Rights Act 2015, ensuring the fee is proportionate and fair.

4.5.3 Additional Charges After 6 Weeks: If an invoice remains unpaid for more than 6 weeks, a one-time late payment fee of £80 will apply. This fee is intended to cover the additional costs incurred due to prolonged non-payment. Additionally, the customer’s boiler (or equipment serviced) will be blacklisted until the full outstanding balance, including any fees, is paid in full. Please note that any warranties on spare parts used will be void if payment is not received within 6 weeks of the invoice date. This ensures that our warranty terms remain valid only if all financial obligations are met within a reasonable time frame.

4.5.4 Notification of Late Payment: Customers will be notified via email, phone call, or WhatsApp message when their payment is overdue. The notification will also inform the customer of the potential application of the late payment fee and the conditions for the blacklisting and warranty voiding, should the payment remain outstanding for 6 weeks or longer.

4.5.5 Dispute Resolution: If you believe you have been wrongly charged a late fee or have issues with payment, please contact us immediately. We aim to resolve all disputes fairly and promptly, in line with the dispute resolution guidelines outlined in the Consumer Rights Act 2015.

4.5.6 Acceptance of Terms: By using our services and purchasing our spare parts, customers agree to these payment terms. This agreement is made under the provisions of the Consumer Rights Act 2015, ensuring that all terms are fair and communicated.

4.6.1. If the same issue reoccurs within 30 days of the initial repair, there will be no charge for a follow-up visit to resolve the fault. This only applies if the issue is related to the original repair. New or unrelated issues will be subject to the standard service and call-out fees.
4.6.2. Spare parts used to repair the boiler have a 12-month manufacturer’s warranty.
4.6.3. A diagnostic or repair callout is not equivalent to a Boiler Service.
4.6.4 A boiler service is conducted to inspect and commission the boiler to ensure it is functioning correctly at the time of the service. However, a service does not guarantee or prevent potential malfunctions after the inspection. If any issues arise following a boiler service, a standard call-out charge will apply for repairs, as servicing cannot eliminate the risk of future operational problems.

Emergency call-outs are available for same-day services and weekend interventions, subject to the availability of engineers. Services on public holidays will incur additional surcharges, as outlined in 4.3.3.

4.8.1 All information the customer gives to our team must be true, factual and not misleading.
4.8.2 The boiler and heating equipment must have been installed and used according to the manufacturer’s instructions.
4.8.3 If the boiler or heating equipment breaks down or malfunctions, the customer must take reasonable steps to limit damage, e.g. stop using it if this is likely to cause further damage.
4.8.4 The customer must pay the fees when they fall due.
4.8.5 The Customer must arrange any work required to ensure the boiler and heating equipment are accessible, compliant with all relevant safety standards and safe to work on (as determined by our engineers). We will not carry out any work where these standards are not met.
4.8.6 The customer must ensure a suitable adult is home when a call-out or service has been booked. If our engineers are not able to carry out the service/onsite visit because no one is home or no adult is present, the callout fee is not refundable.
4.8.7 The customer must ensure the home is a smoke-free environment during an engineer’s visit, to protect the health and safety of the engineer.

4.9.1 The following are excluded from the Company’s responsibility:
a. Modifying or making heating equipment comply with legislation or making it safely accessible.
b. Any problem with the supply of electricity, gas, water, broadband or broadcast content.
c. Costs or loss arising from not being able to use the heating equipment (e.g. buying temporary heaters or loss of earnings), or incidental costs caused by breakdown or repair (e.g. costs to remove or reinstall built-in or fitted equipment).
d. Any hotel stay or alternative accommodation arrangements cost.
e. Damage to your premises or any other property or possessions.
f. Any loss, damage or impairment to functionality caused by neglect.
g. Any loss, damage or impairment to functionality caused by: earthquake, flood, lightning, fire, wind, humidity, weather conditions, salt spray, storm or other natural events or catastrophes, abnormally high or low temperatures, plumbing problems, corrosion, chemical exposure, radiation, explosion, sabotage, terrorism, insurrection, revolution, war, riot, armed conflict, civil commotion, rebellion, man-made events or catastrophes or technological hazards (such as computer viruses or date-change faults).
h. Repairs or modifications, where not approved by either us or the equipment or part manufacturer.
i. The cost of replacing any consumables (such as external fuses, batteries, fuel).
j. The cost of replacing any accessories (such as attachments, cables and cable joints, plugs, light covers, filters, removable parts, catalytic panels, external piping, starter connections and straps).
k. Data loss or corruption, installing, modifying and upgrading software, the resolution of any software interface problems.

4.9.2. Special exclusions
In addition to the ‘General exclusions’ above, the Company does not provide care for the following:
a. Any work arising from hard water limescale deposits (i.e. calcium).
b. Sludge or blockages (including carrying out a power flush) or clearing, replacing or repairing magnetic filtration devices.
c. Normal operation or adjustment of the heating equipment controls (except following a repair under warranty).
d. Any water pressure adjustments on sealed systems, the clearing of airlocks or the balancing and venting of radiators.
e. Work on anything not part of the boiler equipment, for example, inaccessible or non-visible pipework, energy management systems, unvented pressurized cylinders, convector heaters, kick space heaters, curved radiators (for bay windows etc), towel heaters/rails, underfloor heating, heat pumps, shower pumps, immersion heaters, solar panels, fuel lines to the boiler and the flue systems from the boiler, the cold water supply tank, its feed or outlet, taps, any pipework, controls or other parts associated with any of these items.
f. Work on non-standard visible pipework (i.e. greater than 35mm in diameter).
g. Work where the removal or disturbance of hazardous material (e.g. asbestos) is required.
h. Work on internet-connected heating control equipment (such as Hive or Nest) except for the SMART in-built controls of the ELEKTRA SMART boiler.
i. Any part of your boiler and controls which directly supplies a swimming pool.
j. Bleeding excess system pressure.

Version 1.3. Reviewed on 24/09/2024. GP. JN. LF.

5.1. How to Make a Complaint: If you are dissatisfied with any aspect of our service, you may contact our Customer Service Team via telephone at 0208 998 20241, email at [email protected] , or by post to Electric Combi Boilers Company, Green Acres, Oakley Green Road, SL4 4QF, Windsor.

If you are unsatisfied with our response, you may escalate your complaint to the Consumer Ombudsman (www.consumer-ombudsman.org) or contact them via email at [email protected] .

5.2. Changes to Terms and Conditions: We reserve the right to modify or replace these terms to ensure compliance with applicable laws, regulations, and industry standards, or to correct errors. Modifications of our Terms and Conditions will be made public on our website. Any changes affecting rights or obligations will be published on our website with an explanation of the updates. Changes will take effect from the date specified in the publication.

5.3. Use of Personal Information: We are committed to safeguarding your personal information. We process “Personal Information” (such as your name, address, and payment details) and “Goods Information” (related to your appliance) for legitimate purposes, such as fulfilling contracts, marketing, and customer services. We may also share your information with third parties involved in delivering our services.

5.3.1. Call Recording: For training and quality assurance purposes, we may record telephone calls. These recordings are retained for 30 days, after which they are securely deleted unless further retention is required by law or for resolving disputes.

5.3.2. Data Sharing: Your information may be shared within the ABCOT UK LTD group or with service providers acting on our behalf.

5.3.3. Data Retention: Personal data is retained for six years following a call-out or service, while goods information may be kept for up to 10 years.

5.4. Rights to Personal Information: You have the right to request access to, correction of, or deletion of your personal data. You may also restrict or object to our processing of your data. Requests can be made by writing to our Data Protection Officer. Additionally, you may lodge a complaint with the Information Commissioner’s Office (ICO) if you believe your data rights have been infringed.

5.5. Marketing Communications: We may use your information to inform you of products, services, or offers from us or members of our group. You can opt out of marketing communications at any time by contacting us via email at [email protected]

5.6. Governing Law: These terms are governed by English law, and communications with you will be conducted in English. Nothing in these terms affects your statutory rights, which can be clarified by contacting the Citizens Advice Bureau (www.adviceguide.org.uk ).

v1. Made by LF on 30/07/2022.
Version 1.2. Reviewed on 01/08/2022. GP. LF.
Version 1.3 Reviewed on 30/11/2023. GP. LF
Version 1.4 Reviewed on 24/09/2024. GP. LF

Terms and Conditions