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 admin@boiler-pro.co.uk

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.

Payments

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. 

Where a cardholder/payer will not be present, card details should be provided to the office in advance of the booking. i.e. Landlord, Business Partner, Spouse.

Charges Disputes

Any concerns over charges should be made whilst our engineer is on site. If the engineer cannot provide resolve to the situation, he/she should contact the office to speak to a manager. If you have any concerns about the charges applied, after the engineer has left, then these should be reported within 24hrs.

Any dissatisfaction with the workmanship received, should be reported immediately, and indefinitely within 7 days, for the purposes of clarity and effective resolve.

Overdue Payments & Further Charges

All payments are due on completion of works i.e. while we are in your home or business.

If a payment is not made within a 7-days, we reserve the right to pass on the debt to our debt-recovery company (Athena Collections - www.athenacollections.co.uk)

Any invoices passed to the debt collection company, will incur an immediate charge of 10%+VAT (min £30.00+VAT)

We reserve the right to apply interest at 8% above the Bank of England base rate per annum, calculated on a daily basis on any ledger account or individual invoice unpaid after thirty days from the date of the invoice date. Alternatively, at our discretion we may decide to apply the provisions of the Late Payment of Commercial Debts (Interest) Act 1998.

All outstanding invoices subject to the above will be immediately due and payable, regardless of the date of the invoice. In addition, you will be liable to pay us any costs arising in the pursuance of recovery of overdue invoices, howsoever incurred.

Accounts / Business-to-Business arrangements

Payments may be subject to special payment terms, up-to but not exceeding 30-day payment terms and should be made by BACS.

Deposit Payments

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

Complaints Policy

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 right 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 admin@boiler-pro.co.uk 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.’

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

Privacy Policy

We are committed to your privacy.

Your privacy is important, so we’d like to explain what information we collect when you visit our site, when you call us, email us, why we collect it and how it is used. We’d also like to explain your options to access and control your information, our data security practices and other matters.  This policy has been updated on 24th May 2018.

Your personal data

When we say your "personal data", we mean any information that identifies any person, that you provide to us via emails/phone calls or website enquiries, or that is contained in any other information that you provide to us (or that you authorise a third party to give to us on your behalf).

We may also share your personal data with third parties:

• in the event that we, our business, or substantially all of its assets are acquired by a third party (in which case personal information about customers will be one of the transferred assets);
• if we are under a duty to disclose or share your personal data in order to comply with any legal obligation; or in order to effect any contractual agreement to you to carry out any request from you. This includes exchanging information with other companies and organisations for the purposes of registering any appliance installed by BoilerPRO with the relevant manufacturer, duly notifying the Gas Safe Register and the local planning authorities of any gas work undertaken.

In choosing to work with any such third parties, we will always ensure that the security policies and confidentiality arrangements of those third parties adhere to the same requirements we ourselves impose and expect, as a minimum. No ownership rights to the data will be transferred to any third party.

How long do we keep this information for?

We are obliged to keep records of work we have undertaken for the Gas Safe Register for five years.  For the HMRC, we are obliged to keep records for seven years. This includes your personal data on Gas Safe paperwork records and invoices for work undertaken at your request.

Although you may request that we no longer contact you and/or remove you from our current database of customers, we are duty bound to adhere to legal requirements for record keeping purposes.

Information collected from your use of our Website.

What information do we collect from you? Why?

We May Collect Information Needed to Contact You Later.

If we collect personal contact information (as described below), you may later access and modify it, and remove it from our system. You may choose simply not to provide personal contact information by opting-out at the point of collection.

We May Collect Your Name, Address and Phone Number.

When you use our Site, we may request your name, street address, telephone number or other “real world” contact information. We use this information to complete and support the immediate activity requested, and to comply with any requirements of law. This information may be disclosed only to our staff and to our immediate agents.

We May Collect Your Email Address.

We may request your email address, or other information needed to contact you online. This information does not necessarily reveal who you are and we will not link it to your personal identity. We use it to complete and support the immediate activity requested, and to comply with any requirements of law. This information may be disclosed only to our staff and to our immediate agents.

We May Collect Other Kinds of Information from You:

When you use our Site, we may collect personal information about you described below. You may later access and modify the information, and have it removed. You may choose simply not to provide actively gathered information by opting-out at the point of collection.

We May Collect Navigation and Clickstream Data.

As you browse our Site, we may gather navigational and clickstream data that shows what pages are visited and how long various features are used. This information will not reveal your identity or be linked to you personally. We use this information to complete and support the immediate activity requested, and to comply with any requirements of law. This information may be disclosed only to our staff and to our immediate agents.

Certain exceptional disclosures

We may disclose your information if necessary to protect our legal rights or if the information relates to actual or threatened harmful conduct. Disclosure may be required by law or if we receive legal process.

What are cookies? Why do we use them?

You can read our cookie policy here.

How do we protect information we collect?

We offer secure web pages to collect certain kinds of user information and we store certain kinds of data in encrypted form. We follow reasonable technical and management practices to help protect the confidentiality, security and integrity of data stored on our system. While no computer system is completely secure, we believe the measures implemented by our Site reduce the likelihood of security problems to a level appropriate to the type of data involved.

How long do we keep user information?

We generally keep user data on our server or in our archives for as long as we reasonably need it. We may alter this practice according to changing requirements. For example, we may delete some data if needed to free up storage space. We may keep other data for longer periods if the law requires it. In addition, information posted in a public forum could stay in the public domain indefinitely. Data management requests are administered in an orderly manner to the extent feasible and within our direct control. Note: we have greater control over recently collected data than for archived data. Once data is removed from the system and archived, it may not be feasible to accommodate specific requests. In those cases, our general data retention policy applies.

Your consent to this policy

By using our Site, you agree to this Policy. This is our entire and exclusive Privacy Policy and it supersedes any earlier version. Our Terms & Conditions take precedence over any conflicting Policy provision. We may change our Policy at any time by posting a new version on our Site.

Legal disclaimer

This Site operates AS-IS and AS-AVAILABLE, without liability of any kind. We are not responsible for events beyond our direct control. This Policy is governed by the laws of England and Wales. Any legal actions against us must be commenced in England within one year after the claim arose, or be barred.