At boilerPRO we want to be transparent with our customers. All of the Terms & Conditions laid out below are standard practice in our industry, fair and there to protect you the customer and us, the business in any transaction we participate in together.
Ultimately, our intention is to carry out a professional service, and keep happy customers. Should you have any questions about these T&C’s or any other, please do not hesitate to call us on 01372 620621 or email [email protected]
Thank you for taking the time to read this,
Best regards, the boilerPRO Team.
Our Terms & Conditions
All quoted costs are based on the specification & discussions to date. Any changes to the specification, materials used or requested, will be invoiced accordingly. These changes may also impact on timescale. Where possible, we will seek approval on any significant charges or changes in cost.
How we charge?
boilerPRO Limited charges on an hourly rate basis. There is a one hour minimum charge on all call-outs to a property. Diagnosis of a repair is deemed to be considered as “starting work”.
After the first hour, we invoice based on time, in 30-minute increments. Therefore, if our time on site is 1 hour 10 minutes, we will charge for 1.5 hours.
Additional charges are applied for Sundry items (Minor materials used), Parts/Materials (trade price +15%) and for Parking and Congestion where applicable.
Where we may be called to a breakdown or repair of which we cannot complete, or requires the expertise of another trade or service, our one-hour minimum charge will still apply. For example; If we are called to a Central Heating issue, and diagnose the fault to be electrical, and requiring a qualified electrician, we may be able to facilitate in arrange that, but our visit and diagnosis to this point is chargeable at hour hourly rate, as one-hour minimum.
All prices exclude VAT of 20% unless otherwise stated.
boilerPRO operates a “pay on booking” procedure and requires a Card Payment to cover the first hour (£108.00 inc.VAT) on booking your appointment. Your card details are securely stored on our payments software portal, and unless any other payment arrangements are made, will be represented for the final amount. Please note; where possible, we will take secondary payment while onsite with you the customer, this would be with a Chip & Pin Terminal, or by calling into the office, where permission will be given to represent your card for payment or provide an alternative card. Cash & Cheque payments are accepted, but subject to a 3% surcharge.
Business-to-Business arrangements may be subject to special payment terms, up-to but not exceeding 30-day payment terms and should be made by BACS.
We require a 50% deposit payable by BACS or Debit/Credit Card at least 48 hours before a Project/Installation commences, and the balance, including any variations or extras, is due upon satisfactory completion.
Estimates & Quotations
Where a customer is enquiring for planned works i.e. Boiler Installation or Bathroom project, and asks for a quotation, these will be carried out free of charge.
Prices provided on any Estimate or Quotation is valid for 30 days from the date it is sent, as Materials and Labour Prices are subject to change and inflation.
Any quote that is accepted, is subject to auto-acceptance of our Terms & Conditions.
Our Guarantee and Warranties
All work undertaken comes with a 1-Year Warranty (12 months) on domestic works. Our guarantee covers our workmanship and installation services, and this will include pipework and connections. Appliances, Peripherals, Sanitary-Ware, Furniture, Water Systems, and Boilers etc. are all subject to their own manufacturer’s warranty.
Where a major appliance may fail during its warranty period, and dependant on further symptoms and information, we may refer you to the manufacturer for a repair or replacement. Please note, in the case of a Boiler Warranty, this will often be subject to regular servicing and water condition checks.
Should boilerPRO be called to a repair under warranty, and the repair required is due to a Part or Appliance that is faulty, we will arrange for an exchange item to be sourced, but labour charges will still apply. This is dependant wether the part was supplied by ourselves in the first instance and is indeed under it’s own warranty period.
Smart Thermostats will be configured with one device during installation. No ongoing technical support will be offered on these devices. Often such devices fail due to connectivity issues and it is best to contact the manufacturer or technical helpline for further assistance and troubleshooting
We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied. To ensure we are able to put things rights as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction. As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards. In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible. Either call us on T: 01372 620621, or write to us at 114-116 High Street, Esher, Surrey,KT10 9QJ, or email us at [email protected] and we aim to respond within 3 working day(s) of receiving your complaint and where possible, will provide you with a date to remedy any issues raised.’
Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact 0333 241 3209 or via their website http://www.disputereso
Notice of the Right to Cancel / Cool-off period
Under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulation 2013 you have the right to cancel this contract during a period of 14 calendar days from the day this notice is sent or given to you. During that period if you choose to cancel the contract any money paid by you will be refunded. However if you have already given written approval for the work to begin before the end of the cancellation period you may be required to pay for goods or services already provided.
Contracts where the consumer has specifically requested us to carry out urgent repairs or maintenance are not covered by the regulations, however this exemption will not apply to other goods or other services provided at the same time.
If you wish to cancel the contract you must do so in writing and deliver personally or send (which may be by electronic mail or post) this to the administration team. You must state your Name, Address and Reason for cancellation. The notice of cancellation is deemed to be served as soon as it is posted or in the case of an electronic communication from the day it is sent.
Registered Company in England & Wales
boilerPRO Limited is a Registered Company, company No.10528274, Registered in England & Wales.
Registered Company Address; boilerPRO Ltd c/o Sole Associates, 3 Park Court, Pyrford Road, West Byfleet, Surrey, KT14 6SD and our correspondence address is; boilerPRO Ltd, 114-116 High Street, Esher, Surrey, KT10 9QJ and
boilerPRO Limited is a VAT registered company and charges VAT according to UK Tax Customs & Excise at the current rate of 20% – VAT Number: 260566112