Terms and conditions

1. Who you are contracting with

Heating Heroes LTD, 28 East Road, Reigate, Surrey, RH2 9EX. Contact: 07958 681840 or info@heatingheroes.co.uk. Gas Safe Register number 627292. Company registration number: Not Provided. VAT registration number: Not Provided.

2. Quotes and estimates

Quotes are free. A written quote covers the work described in it and the materials listed. Where additional faults or hidden defects are found once work is under way, I will stop, explain what has been found and agree the change with you before continuing.

3. Pricing

• There is never a call-out fee.
• Reactive and diagnostic work is charged at £90 + VAT for the first hour, then £45 + VAT per additional 30 minutes.
• Work expected to take longer than three to four hours is quoted as a fixed price instead of hourly.
• Materials and parts are charged in addition unless the quote states that they are included.

4. Appointments and attendance

Standard call-outs are attended within 24 hours. Genuine emergencies are attended the same day, and often within a couple of hours. Working hours are Mon–Fri, 8:00am – 5:00pm, and the phone is answered outside those hours. Access to the property, and to the appliance or pipework concerned, must be available at the agreed time.

5. Guarantees

• One year on the workmanship I carry out.
• One year on the materials and parts I supply.
• Up to 10 years parts and labour from the manufacturer on Vaillant and Worcester Bosch boilers, where the installation qualifies and is registered. Manufacturer warranties are subject to the manufacturer's own terms, which normally require annual servicing.

Guarantees do not cover damage caused by third parties, misuse, interference by others, freezing, lack of required servicing, or pre-existing faults elsewhere in the system that were identified and declined.

6. Safety and unsafe appliances

Gas work is carried out under Gas Safe registration 627292. Where an appliance or installation is found to be unsafe, it will be dealt with in line with Gas Safe procedures. That may include turning off and labelling the appliance, which I cannot leave in an unsafe condition at your request.

7. Payment

Invoices are issued for the work carried out and the materials supplied. Payment methods and payment terms: Not Provided.

8. Cancellation

Please give as much notice as possible if you need to cancel or rearrange an appointment. Where you are a consumer and the contract was agreed away from my premises, you have the statutory right to cancel within 14 days; if you have asked me to start work within that period, you may be charged for the work already done. Cancellation charges: Not Provided.

9. Insurance and liability

Public liability insurance is in place, and covers the subcontractor who occasionally works with me. Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited in law. Your statutory rights as a consumer are unaffected.

10. Complaints and governing law

If something is not right, call 07958 681840 or email info@heatingheroes.co.ukand I will put it right. These terms are governed by the law of England and Wales. Last updated: Not Provided.