Terms & Conditions

(Published 24th May 2024 — Updated 14th November 2025 to include Section 5: Diagnostic and Investigative Work)

1. Definitions

“Agreement” means the agreement between the Customer and the Contractor as described in these Terms & Conditions and the Quote.

“Contractor” means Fletcher Heating & Renewables Ltd.

“Customer” means the person(s) purchasing the Services from the Contractor.

“Goods” means the items described in the Quote and all incidental materials used in the carrying out of the Services.

“Normal Working Hours” means 8.00 am to 5.00 pm, Monday to Friday (excluding Bank Holidays).

“Services” means any work carried out by the Contractor, or as described in the Quote.

“Quote” means the written or verbal statement issued by the Contractor setting out the Services.

2. Quotes and Prices

2.1 The price for the Services shall be set out in the Quote and will show both VAT-exclusive and VAT-inclusive amounts.

2.2 Quotes are valid for 7 days. If not accepted within that period, the Quote will lapse.

2.3 The Contractor may, by giving notice to the Customer up to 7 days before delivery, increase the price of Goods to reflect factors beyond its reasonable control. In such cases, the Customer may cancel the Agreement by notifying the Contractor in writing within 7 days of receiving such notice.

2.4 Unless stated otherwise, the Quote does not cover work by other trades. If such work is required, the Contractor may nominate subcontractors at its discretion. Any disputes with nominated subcontractors will not entitle the Customer to withhold payment for other Services.

2.5 The Quote is issued on the understanding that necessary licences, permissions or consents have been obtained, unrestricted access to the premises is granted, and the Contractor has use of necessary facilities. Failure may result in additional charges.

2.6 Defects in existing systems not included in the Quote remain the Customer’s responsibility.

2.7 The Customer must clear agreed areas (furniture, flooring) before work starts. The Contractor shall take reasonable care, but redecoration or replacement of fixtures/fittings is excluded.

2.8 Any discounts or concessions offered may be withdrawn at the Contractor’s discretion.

2.9 If the Contractor attends the Customer’s premises at the agreed date and time and is unable to gain access or commence work due to circumstances beyond its control, the visit may be chargeable at the Contractor’s standard call-out rate.

3. Payment Terms

3.1 Payment is due on completion of each visit, including where the Services require multiple visits, unless otherwise agreed in writing.

3.2 No payment shall be deemed received until cleared funds are available.

3.3 If payment is not made when due, the Contractor reserves the right to charge interest on overdue amounts at 8% per annum above the Bank of England base rate, calculated daily until full payment is received.

3.4 For Quotes exceeding £250, the Contractor may request a deposit of up to 70% prior to commencement of work.

3.5 The Contractor may require full pre-payment (pro-forma invoice) for Services or for special-order parts, including non-stock or custom items that are deemed non-returnable by the supplier. Customers will be advised of this before any order is placed.

3.6 Accepted payment methods are cash, BACS, or credit/debit card. Our engineers are equipped with card readers to take payment on site.

4. Services

4.1 The Contractor will endeavour to carry out the Services within the stated timescale, or within a reasonable period if none is specified.

4.2 Where Goods specified in the Quote become unavailable, the Contractor may (with Customer agreement) substitute reasonable alternatives. Prices will be adjusted accordingly.

4.3 Any drawings provided with the Quote are for demonstration only and should not be relied upon as precise installation details.

4.4 The Customer warrants that any specifications provided are accurate and complete. Extra work arising from inaccurate or defective specifications will be charged separately.

5. Diagnostic and Investigative Work

5.1 Where the Contractor attends a property to identify or diagnose the cause of a fault, this work is chargeable regardless of whether a repair is completed during the same visit.

5.2 Charges for diagnostic or investigative work will be in accordance with the Contractor’s standard hourly or call-out rates, unless otherwise agreed in writing.

5.3 If, following diagnosis, further repair work is recommended, a separate quotation will be provided. The Customer may choose whether to proceed, but payment for the diagnostic visit remains due in full.

6. Boiler Installations & Repairs

6.1 The Contractor cannot guarantee the integrity of existing systems (particularly pipework in concrete floors). Any leaks or faults arising will not be covered under the Quote and may incur additional costs.

6.2 Heating and hot water may be unavailable during works. Cold water supply may also be interrupted temporarily.

6.3 Works are limited strictly to those specified in the Quote.

6.4 All visible pipework will be installed neatly and as inconspicuously as reasonably practicable. Pipework in unheated spaces will be lagged.

6.5 Where pipework is to run beneath floors, the Customer must provide access. The Contractor requests that furniture and flooring be cleared where possible.

6.6 The Contractor will relay carpets and floor coverings as practicable but accepts no liability for damage. Re-stretching or professional reinstatement is the Customer’s responsibility.

6.7 Pressure relief and condensate pipes will be installed to meet current Gas Safety and Building Regulations.

6.8 The Contractor will assess the suitability of the existing gas supply pipework. If it proves inadequate after installation, a separate quotation will be issued. Failure to upgrade may invalidate manufacturer warranties. This does not entitle the Customer to withhold payment.

6.9 The Contractor cannot accept responsibility for sludge within heating systems (see Section 7) or air locks within central heating systems.

6.10 Quotes include making holes for pipe runs and basic making good. Painting, decorating, carpentry, plastering, and non-specified electrical work are excluded.

6.11 Access must be provided at all times during the works.

6.12 The Customer is responsible for ensuring adequate water, gas, electricity and drainage supplies before works begin.

7. Sludge

The Contractor cannot be responsible for sludge in heating systems. Draining and refilling systems can dislodge sludge, causing blockages not present before works began. Heavy sludge may require replacement of radiators and/or pipework.

8. MagnaCleanse Flush / Power Flush

8.1 Access must be provided at all times during flushing works.

8.2 The Customer is responsible for ensuring adequate water, gas, electricity, and drainage supplies.

8.3 The Contractor is not responsible for leaks revealed by flushing (unless due to negligence). The Customer is responsible for lifting/replacing flooring if required.

8.4 The Contractor is not responsible for replacing system components (radiators, pumps, valves, etc.) identified as unfit for service due to age or condition.

8.5 Power flushing aims to clean systems thoroughly but cannot guarantee complete removal of corrosion debris, limescale, or noise. Design faults and solid blockages may prevent full cleaning.

8.6 Rectification of faults/components identified during flushing will be chargeable. If declined, the Customer accepts the limits of the service and payment will still be due in full.

9. Asbestos

The Contractor will not remove asbestos unless specifically agreed. Additional charges will apply.

10. Electrical Work

10.1 Only electrical work specified in the Quote is included.

10.2 Main equipotential bonding upgrades are not included unless specified.

10.3 Independent immersion heater or shower supplies are excluded unless specified.

11. Guarantees & Exclusions

11.1 Boilers supplied are covered by the manufacturer’s warranty (length as per Quote). Annual servicing is required at the Customer’s cost.

11.2 The Customer is responsible for keeping service records for warranty claims.

11.3 Auxiliary products (radiators, thermostats, filters, etc.) carry manufacturer warranties, typically 12 months unless otherwise stated.

11.4 The Contractor’s installation and repair work carries a 12-month parts and labour warranty.

11.5 Warranty exclusions include: misuse, poor maintenance, deliberate damage, events beyond control, water flow variations, and consumables.

11.6 The Contractor will assign the benefit of supplier warranties where possible but is not liable for consequential loss.

12. General

12.1 The Contractor shall not be liable for failure or delay due to circumstances beyond its control (force majeure). If such events last more than 3 months, either party may terminate the Agreement.

12.2 This Agreement represents the entire understanding between the parties.

12.3 The Contracts (Rights of Third Parties) Act 1999 does not apply.

12.4 If any provision is found unenforceable, the remainder shall continue in force.

12.5 This Agreement is governed by the laws of England and disputes shall be subject to the exclusive jurisdiction of the English courts.

13. Contractor Cancellation Rights

The Contractor may cancel the Agreement due to stock unavailability or events beyond its control, and will notify the Customer promptly.

14. Customer Cancellation Rights

14.1 Under the Consumer Contracts Regulations 2013, the Customer may cancel within 14 days of delivery of Goods (the “cooling-off period”), except where Goods are personalised or urgent repairs have been carried out.

14.2 If cancellation occurs within the cooling-off period: payments will be refunded within 14 days (excluding non-standard delivery charges).

14.3 If installation has started, the Customer must pay reasonable costs incurred and any loss of value of installed Goods.

14.4 If Services are completed in full during the cooling-off period (with consent), the right to cancel is lost.

14.5 If Goods are cancelled, the Contractor will arrange collection within 14 days. The Customer must pay reasonable costs of collection/uninstallation.

15. Termination

Either party may terminate immediately if: a material breach occurs; a breach is not remedied within 30 days of notice; or payment due is not made within the required timescale.

16. Recall Process

16.1 If a recall visit is required, the Contractor will return to assess the issue. Where the visit involves diagnostic work, time and materials will be charged unless the fault is found to be due to Contractor negligence.

16.2 Liability is limited to the parts replaced, except where damage results from negligence.