- Repair terms & conditions
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We keep everything simple, easy and straightforward
In these Terms & Conditions Heatingology, a company registered in England & Wales, company
number 13808029 will be referred to as ‘the Company' and the person ordering the product will be
referred to as ‘the customer'.
By using our website and downloading, installing and by accepting any term updates from time to
time, you acknowledge that you have read and agree to these terms. If you don't accept the
terms, don’t use the website. We will use your information in accordance with our Privacy
Policy.
We’ve got the right to remove or stop supplying any product, service or function on our website
or app at any time. It’s your responsibility to read the terms and conditions regularly to make
sure you’re aware of any changes. The products and services described on this website are only
available in the UK. The laws of England and Wales apply to these terms and conditions. If
there’s a dispute about these terms and conditions, it’ll be dealt with in the courts of England
and Wales (unless you live in Scotland, in which case, Scottish laws apply).
HEATINGOLOGY Repair is only suitable for domestic dwellings. If your boiler is installed in a
commercial property. we will not be able to carry out the repair’s. It is the customer’s
responsibility to make HEATINGOLOGY aware if any of the above terms applies.
This contract forms a repair agreement between ‘the Company’ and ‘the customer’. It is at the
discretion of HEATINGOLOGY to whether any repairs or replacements detailed in this contract are
provided to customers.
- Your contract
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- 1. Visiting your property
Your contract with us begins on the day you book a repair with us.
On arrival and Before completing any diagnosis or repair work, we will complete a risk assessment.
If the risk assessment happens to be unsafe for the engineer to complete the work, the Company
reserves the right to cancel the booking. The Company will attempt to rebook the visit, based on
finding risks are dealt with, and no longer deemed as risk, however if this is not possible then the
Company reserves the right to invoice the call out and charge to cover engineer costs.
The customer agrees that on the day of the inspection/repair an adult (over the age of 18)
will be present. Should an adult not be present, the engineer will not enter the property to carry
out the inspection/repair. The Company will attempt to rebook the visit, however if this is not
possible then the Company reserves the right to invoice the call out to cover engineer costs.
You are responsible for arranging access to your home, and you will need to re-arrange the
appointment if we are unable to enter.
The customer will need to provide free access to and from the property (both internal and
external access may be required) on the agreed dates so that we can carry out the repair. You must
also provide free access to water, gas and electricity (where applicable) for repairing and testing
your equipment.
Our Engineers come to work to deliver services in your home. They aim to treat you
courteously at all times and expect you to treat them in a similarly respectful way. We
take any threatening, abusive or violent behaviour against any of our Engineers very seriously.
Where an incident of threatening, abusive or violent behaviour towards our Engineers occurs, the
Engineer will immediately leave your home and the property made safe and the incident may be
reported to the police. Heatingology will not send another Engineer to your home until an
investigation and risk assessment has been carried out. Heatignology reserves the right to terminate
the contract should the work environment be deemed unsafe for our Engineers.
Whilst every effort is made to ensure the repair takes place at the allocated booking time, the
Company reserves the right to delay the repair for reasons including (for example, but not limited
to) part availability, fires, strikes, illness, severe weather, lockouts, 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.
If we need to remove any fixtures or fittings in your home to complete the repair, we will
let you know before starting. We won’t be able to completely make good of any repair by replacing or
restoring to the original specification.
It is the responsibility of the customer to ensure there is adequate vehicle parking for the
engineer to park their van within a reasonable distance of the entrance to the property. Any charges
for parking are to be paid by the customer. If a permit for parking is required, it is the
responsibility of the customer to organise the permit or notify the Company of the restriction
before the engineer/delivery is due to arrive (or at the time of ordering, whichever is sooner).
During the fulfilment of this contract, 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 the Company if a revisit is
arranged and what the charge for such a revisit will be. In any event, no refund will be due from
the Company to the customer if the site is vacated for reasons of safety, abuse or general rudeness.
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- 2. Your repair
As part of your repair inspection, your engineer will determine the state of your boiler or heating
system and assign one of the following categories:
1. Issue fixed: Fixed within the £119 30 minutes inspection period
2. Repair required: unable to fix within the 30 minutes inspection period and provide a
fixed price, no obligation time and materials quote to complete
the follow up work.
3. Replacement required/BER: after diagnosing the problem, it was
determined that the boiler is beyond economical repair. A quote will be provided for a replacement
boiler through HEATINGOLOGY and the initial inspection cost will be refunded against the cost of the
replacement boiler at the point of purchase.
4. Cannot diagnose: HEATINGOLOGY requires full access to the customer site and the boiler in
order to diagnose the issue within the 30 minutes inspection visit. In cases where we are unable to
diagnose the problem or unable to access the site, where possible a quote will be provided for a
replacement boiler through HEATINGOLOGY and the initial inspection cost will be refunded against the
cost of the replacement boiler at the point of purchase.
Whilst engineers working on behalf of the Company will take reasonable care not to damage
wiring, plumbing and other services at your property, the Company cannot be held responsible for any
consequential damage caused to existing services/installations that are not clearly visible.
During the repair, our health and safety plan requires the engineer to have access to
working communication devices. If for any reason the engineer is unable to get mobile phone
reception, the customer agrees to make available to the engineer access to their telephone and
internet connection for no charge.
The boiler and any other equipment that needs routine servicing (such as filters, valves,
pumps and controls) should be kept readily accessible and in particular the
clearances around the boiler should be maintained as set out in the manufacturer's instructions. If
a repair engineer attends and cannot access equipment, or the required clearances have been
compromised in a way that prevents the item being repaired or operated safely, then the obstruction
will need removing prior to any re-attendance to complete the repair work.
If there is any asbestos present within your boiler or at/near the repair site, we may be
unable to carry out the appointment until you have provided us with a “certificate of reoccupation”
to prove that all asbestos has been removed and that it is safe to return to the property.
HEATINGOLOGY will not be held accountable for any loss or damage to any property caused by
the boiler or system breaking down, e.g. for damage to carpets or ceilings due to water leaks (not
directly caused by us). General exclusions apply to all repairs. These include, but are not limited
to:
● Cost of any work, which is carried out without our approval, or the cost of repairing the
installation or any fault which someone who does not work for us has caused
● Repairing or replacing designer or curved radiators
● Repairing or replacing damage to other properties
● Making repairs caused by problems to your gas, electricity or water supply
● Turning off the external water supply stopcock to complete repairs
● Repairing or replacing any damage normally covered by household insurance
● Repairing or replacing any issues relating to interference with your internet connection,
radio signals or software
● Making improvements to your home
● Repairing or replacing central heating management systems
We will carry out repairs or replacements at our own discretion. HEATINGOLOGY reserves the right to
use our own judgement to decide whether the requested repair is carried out.
Whenever we provide you with replacement parts, we will issue you with a product that has
similar functionality to the replaced parts. They may not be the exact part or product that is being
replaced.
For older parts that we are no longer able to source, we will do what we can, within reason,
to source and fit alternative parts that will allow us to complete the repair.
Upon completion of all physical works at the property, the customer (or their
representative) may inspect the work before the engineer departs. Once the Company's appointed
engineer is satisfied that the work is complete and the customer (or their representative) has been
given the opportunity to inspect, then all works required to fulfil the contract are deemed to have
been completed.
All goods supplied remain the property of the Company even though installed, by way of a
lien, until fully paid for and the Company reserves the right of re-entry to remove any such goods
whether fixed or otherwise, which remain unpaid for.
If the customer would like to keep any old equipment or material that will be removed as
part of any repair work, they must let the appointed engineer know on the day of the repair.
The Company is not responsible for any loss of profit, loss of business, business
interruption or business opportunity under any circumstances, including but not limited to rental
income.
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- Payments
If paying by credit or debit card, the payment of cleared funds from the customer to the Company is
required prior to delivery and/or installation of goods. Payment is only deemed to have been
received once the funds are showing in the Company's bank account as cleared funds. If the customer
instigates an attempt to clawback payments (for example requesting a credit card chargeback) then
the Company can pass on any costs and/or losses associated with dealing with and defending such
action.
Company use third party (Strip) for all payments which are regulated by FCA
All final invoices issued by the Company to the customer are issued after payment has been made and
goods have been installed. Whilst any money is outstanding, the Company is entitled to delay or
defer any or all work without any penalty due from the Company to the customer whatsoever
No direct payments to engineers, which will invalidate guarantee or warranty from the company. The
company will not take responsibility for any damage, wrongdoing, any future issues.
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- Warranty specification
Most items of significant value supplied by the Company are supported with a manufacturer backed
parts and labour warranty providing they have been inspected and maintained annually. For example, a
gas boiler will need to be serviced annually by a Gas Safe Registered engineer. The cost of
servicing and inspection after installation is not included in the price. The customer must organise
and retain service records for their equipment which must be produced to the Company or manufacturer
upon request if making a claim under the warranty. After the installation, the company will
ordinarily register your equipment warranty with the manufacturer and may email you the relevant
details.
Auxiliary equipment supplied (for example radiators and thermostats) typically benefit from
a 2 year parts and labour warranty. Other equipment and components (such as water softeners) have
different warranties, these will vary depending upon the manufacturer. The Company will provide
details of any such warranties upon request.
Any workmanship will be done with reasonable skill and care by a suitably qualified person.
The installation of pipework, joints and hand applied seals benefit from a 12 months warranty to
include all parts and labour.
Any guarantee shall be null and void if payments are not made on the due dates and the above
conditions are not adhered to. Furthermore, neither the Company nor the manufacturer of any parts or
equipment will be liable to you, whether under this contract or otherwise (and whether to carry out
any warranty repairs or otherwise) where any failure, fault or problem arises as a result of; a. Any
failure of the customer or third parties in the care, operation, inspection, servicing or
maintenance of any of the equipment which is not done strictly in accordance with the manufacturer's
instructions. The customer is responsible for maintaining full and accurate service records for all
equipment, without such records any
a. warranty will be void.
b. Any deliberate damage or vandalism.
c. Damage caused by circumstances outside the control of the Company or the equipment
manufacturer.
d. A variation in a flow rate of water to any installed equipment.
The replacement of any lamps, bulbs or filaments are excluded from the warranty as are any
timers, thermostats, lockout devices or other such devices that may be connected to, or part of, the
equipment after the expiry of the individual items relevant warranty period as detailed by the
manufacturer.
You must notify the manufacturer of any warranty claim against equipment or components as
soon as reasonably possible once you become aware of the fault with a product. The contact details
are supplied in the instruction manual or the customer can contact the company.
The warranty set out above applies specifically to the equipment installed as part of this
contract. Any existing timers, controls, radiators, towel rails, pipework, drains, other equipment
or other devices are completely excluded from any warranty offered.
The Company, or any engineer appointed by the Company, is under no obligation to carry out
any visual inspection or testing on any existing equipment (except as part of their regulatory
duties). The risk of any of the existing systems failing once the new equipment is installed is
solely the responsibility of the customer. If the customer wishes to reduce this risk they can, at
their own expense and independently of the Company, organise a suitable inspection and test of the
existing system prior to the installation of new equipment being carried out.
When the Company re-attend at the customer’s request but no fault is found, or the issue
relates to something the Company is not responsible for, then the Company reserves the right to make
a reasonable charge to cover costs for such an attendance.
[Converting to a combination boiler] If you are looking to convert from a standard boiler to
a combi boiler there will likely be a pressure increase in your pipe work. This increase in pressure
will exacerbate any existing/past leaks and can cause new leaks to appear. The Company will not re
attend or cover any cost, customers need to make arrangements that no leaking in place or at the
time of work complete engineer will check for leak and if no leak found company can not be
responsible and old pipes leaking later date.
No direct payments to engineers, which will invalidate guarantee or warranty from the
company. The company will not take responsibility for any damage, wrongdoing, any future issues.
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- Third party warranties
It is your responsibility to make sure that your warranty is not affected on any appliance
covered by third party warranties. We will not be liable if any work we carry out on your system
doesn’t comply with the manufacturer’s warranty.
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- Cancellation
Any cancellation by the customer must be informed Heatingology minimum 24 hours before
agreed time and date, customer can contact company via email or phone, 03335770017 or
customerservice@heatingology.co.uk
Any cancellation not meeting the above will incur a charge unless emergency work is booked
by the customer which means jobs agreed time and date less than 24 hours
“I/we hereby give notice of cancellation for the job number [insert job number] for the
supply of [item you wish to cancel] to [property address]. Signed [insert your name].” If the
equipment has already been delivered, then the customer can cancel the order and receive a full
refund. For the avoidance of doubt, due to the nature of the equipment, only the Company's appointed
agents may transport equipment to be refunded. The customer is responsible for keeping any goods to
be refunded securely and provide access for collection when required.
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- Customer information
1. All customer information saved securely, we do not share with any other third part except
the engineer and suppliers.
2. All payments are taken by Strip, company does not hold any payment information, which
means a payment can not be reprocessed or customer can not make repeating payments, Strip T&C ,
please click the link for Strip T&C https://stripe.com/gb/privacy .
3. All communication via email by the customer or company will be in our internal system for
future records.
4. all completed job records are saved for future records, guarantee and warranty
requirements.
5. Company does not sell any customer information.
More information on our privacy policy, click the link for more information