Terms and Conditions

a. 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.
b. Whilst all reasonable care will be taken by the Company, it 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.
c. 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.
d. A system power flush or chemical flush is not included unless expressely written on the quotation. If the existing pipework has a level of sludge and or scale which a chemical flush cannot remove and prevent the system from operating efficiently, the Company will not be accountable for the new boiler’s performance. 
  e. 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. 
f. 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 own 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.
g. 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.
h. It is not possible for the Company to 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.
i. It is not possible for the Company to 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.
j. If new pipework is required to install your new boiler then the route for these pipes will be discussed with you prior to work starting. Pipework will need to be installed in a way which makes the most functional sense from an engineering point of view, not simply aesthetic. Pipework may need to be surface mounted and clipped in place. We will not bury pipework in the walls or floors. Boxing in the pipework is the sole responsibility of the Customer.
k. If your boiler is installed within a loft space, or you’ve selected to move it to your loft space as part of the contract then building control regulations stipulate that the loft space is accessible by a fixed ladder, a fixed walkway is installed from the loft entrance to your boiler with a minimum of 1 m2 of additional fixed boarding beneath the boiler’s location. There must also be a premiant light. All costs and coordination to bring the loft space to the relevant standard are the responsibility of the customer.
l. 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.
m. Sometimes products or raw materials may not be available as illustrated on the company’s website. With the exception of the boiler itself, some products may be substituted for items of equivalent regulatory standards. These items are limited to – chemicals, standard controllers/thermostats, scale reducers, pumps and valves.
n. Whilst 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.
o. 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.
p. If your boiler’s flue (horizontal or vertical) cannot be accessed with standard 2 m ladders or if obstacles such as conservatories, extensions or ground obstructions prevent safe access then specialist access equipment may be required such as fixed scaffolding or platforms. The Customer accepts that the Company cannot jeopardize the safety of the engineers attending, and suitable access equipment may be required for which the Customer will pay directly or will reimburse the Company. All costs will be discussed prior to starting work and the Customer reserves the right to cancel and request a refund if they do not wish to pay for specialist access equipment. The Customer should be aware that there may be delays in arranging and erecting specialist equipment.
q. We have assumed that your existing radiators, valves and external components are in serviceable condition. Replacement or renewal of existing external components is excluded from the contract.
r. 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.
s. Combi boiler replacements: 
i. A combination boiler system in some circumstances is likely to provide a lower hot water supply flow rate than a conventional system. This is exaggerated when two hot supplies are used at the same time. The Company recommends, if you have a shower fitted within the property, you consult with the shower manufacturer to confirm that it will be compatible with a high-pressure system and will not leak. 
ii. When reconnecting existing or smart controls to new boilers we have assumed that the existing controller is in serviceable condition, can be re-connected to regulatory standards and is compatible with the new boiler. Any costs to replace or procure replacement parts for existing controllers are the responsibility of the Customer.
t. Regular/system replacements
i. We have assumed that any external components which are not included in the quoted price are in serviceable condition and meet current regulatory standards. All costs to renew or replace components such as hot water cylinders, header tanks, pumps, zone valves and controllers are the responsibility of the Customer unless falling part of an optional upgrade package.
ii. We are capable of converting regular boilers to system boilers.
iii. Rare circumstances where your hot water is gravity fed or you have no independent control over your hot water and heating then it is not possible to install a modern boiler without upgrading several additional components to meet current building control standards. If you didn’t select to upgrade these components and upon arrival, we identify your system components require upgrading then we’ll provide a cost to do so or you are entitled to cancel your order and request a full refund minus a call-out charge.
u. Converting to a combi boiler
i. When installing a combi boiler part of the installation process includes sealing your central heating system, hot water system and any previously tank-fed cold water pipework and appliances. The feed and expansion cistern will be removed and the water pressure within the system raised above “atmospheric”. Occasionally the higher working pressures associated with this type of installation may exacerbate any existing/past leaks and can cause new leaks to appear.
ii. Where possible we will access and repair any leaks on pipework during the installation process, we will isolate any leaking radiators. The Company is happy to re-attend on one further occasion for up to 3 hours total free of further charge to identify and rectify leaks on pipework done by our engineers. Making good décor, fixtures and fittings following a leak is the responsibility of the Customer. The Company will not assume responsibility for damages due to a leak.
iii. If you’re converting to a combi boiler from a back boiler, the cost of relocating your boiler to a suitable area of your home is included in your quoted price. Our technical team and the engineer on the day will discuss the location of your new boiler. For technical reasons, it isn’t always possible to accommodate installing the boiler in a specific requested location. If we are unable to reach an agreement on the routing of pipework or location of the new boiler then you’re entitled to cancel your order and request a full refund subtracting the engineer’s call-out fees.
iv. When converting from a back boiler to an electric combi boiler the Customer must be aware that the fire which covers the back boiler will no longer be functional. This can be removed and recycled at the customer’s request. Once the back boiler and fire are removed there will be an exposed chimney cavity. Making good this cavity including décor is the responsibility of the Customer. Unless agreed otherwise by The Company.
v. If you’ve selected to reconnect your existing control to your new combi boiler then they must be in working order and compatible with a combi boiler. Customers must be aware that some controllers including HIVE are boiler-type specific and may need additional components to be fully compatible. Sourcing and paying for these components are the responsibility of the Customer.