Terms & Conditions
These are the terms and conditions on which Heat My House supplies products to its customers.
It's important that you read and agree to these terms and conditions before you place your order with us.
Who Are We?
We are Heat My House Ltd. We are a registered company, our company registration number is 1565985 and our registered address is 296 Clipsley Ln, Haydock, St Helens WA11 0JQ.
We are contactable via phone on 0330 043 8430 and email via support@heatmyhouse.co.uk
We will contact you via phone, email and messages that you give us when placing an order.
Background
In these Terms and Conditions, Heat My House shall be referred to as "Heat My House," while the individual placing an order for the product will be referred to as "the customer."
This document, along with the written specifications provided to the customer by Heat My House on its website, contains all the terms of the contract between the customer and Heat My House. Any modifications to these terms shall not be binding on either party unless documented in writing and signed by each party.
Any concessions, allowances, or waivers granted by Heat My House at any time shall not affect their full and strict rights under this contract and shall not preclude Heat My House from exercising such rights in the future.
Heat My House endeavours to maintain accurate and current information on its website and in marketing materials. However, such information should be regarded as a guide only, as products and services are subject to frequent updates and changes.
All images, text, videos, and other content found on Heat My House's website and promotional materials are protected by copyright and may not be copied or reproduced without Heat My House's written permission.
The trademarks and other intellectual property of Heat My House are safeguarded and must not be duplicated or reproduced.
Communication
All communication between the customer and Heat My House will take place via email and phone. The email address used by Heat My House will be the one provided by the customer during the order process.
Once the customer places an order on Heat My House’s website, they will receive an email confirmation containing the following details:
- A summary of the items the customer has ordered.
- The total amount due for payment.
- Information regarding installation arrangements.
- The minimum contract duration and the procedure for contract termination.
- Instructions on how and when to cancel an order, including details about the customer's responsibility for return shipping costs.
- Contact information for submitting any complaints.
- Terms and conditions related to contract termination.
Our Obligation to You
Heat My House installations are performed by our own engineers and our trusted subcontracted engineers, all of whom are fully qualified and registered with Gas Safe. They hold the required certifications and insurance, and have met our high standards of workmanship. Each contractor is thoroughly vetted and endorsed by Heat My House.
Boiler Warranties
Gas Boiler Warranties – All gas boilers provided by Heat My House are backed by a manufacturer’s warranty that covers both parts and labour. This means that, under the terms outlined below, if your boiler develops a fault during the warranty period starting from the installation date, the manufacturer will repair the issue at no charge to you.
Additional Information for Heat My House
For a fixed price quote to be honoured by Heat My House the customer must have completed the online survey and answered the questions accurately. If a customer hasn't answered the questions and answered them accurately and placed their order, their order can be cancelled, altered or voided. This is because a slight difference in boiler configuration can result in a large prices difference, e.g a external flue compared to a vertical flue.
After placing an order with Heat My House, the customer is required to submit photos via a webpage link that will be emailed to them. By receiving these photos in advance Heat My House can review any technical details of the installation. This helps ensure a smoother process by confirming that the correct boiler and materials are provided for a proper installation.
If the photos are not received at least 2 days before the scheduled installation, Heat My House reserves the right to reschedule the installation. The customer agrees that the photos submitted accurately reflect the conditions the engineer will encounter at the installation site.
If, upon arriving for the installation, the engineer finds that the site is unsuitable or that installation is technically unfeasible as requested, Heat My House will notify the customer of the issue and discuss alternative solutions, which may include potential delays and costs. Should the customer decline these alternatives or if no feasible options are available, Heat My House will issue a full refund and retrieve any materials that were brought to the site.
In exceptional cases where Heat My House determines an installation cannot proceed, the company reserves the right to cancel the order at any time. In such instances, Heat My House will not be liable for any damages or costs beyond the refund of any amounts already paid under the contract.
Main Body of T&C’s
The customer is required to notify Heat My House of any local conditions that may impact the installation, including but not limited to parking restrictions, access issues such as steep staircases, staircases with more than 25 steps, and any distances exceeding 25 meters that must be covered on foot while carrying equipment. Additionally, the customer must ensure that a designated individual is present at the property on the scheduled installation day.
Access to the Property: The customer must provide Heat My House with unrestricted access to the property for the delivery of goods and execution of services. The customer is also required to ensure Heat My House has access to necessary utilities, including water, electricity, and gas, during the installation. It is the customer's responsibility to secure any required permits, licenses, or authorizations in advance, including consents for working on listed buildings, if applicable.
Liability for Installation Delays: Heat My House is not liable for any delays in the installation caused by incorrect measurements provided by the customer.
Scaffold and Access Equipment: Please note that the cost of scaffolding or any other access equipment is not included in the price of the boiler and installation. These additional expenses will be the responsibility of the customer, not Heat My House.
Delivery and Installation Delays: When you place an order with Heat My House, we will make every effort to ensure the timely delivery and installation of the necessary materials. However, the Company reserves the right to postpone installation without compensation to the customer in cases of material shortages, supplier delays, illness, fire, strikes, severe weather, terrorism, war, or any other factors beyond our control that may affect the execution or completion of the contract. Timeliness will not be considered a critical term of the contract. Heat My House will not be liable for any loss of profit, business interruption, loss of salary, or holiday entitlement resulting from delays, complications, or necessary remedial work. If you agree to reschedule the installation and sign a contract variation, you acknowledge the new installation date, and no price reduction or compensation will be offered.
Liability for Damaged Goods: Once the goods are delivered to your property, you will assume responsibility for any loss or damage, unless such damage is caused by Heat My House or occurs as a result of your reasonable and careful inspection to ensure the goods meet the terms of the contract.
Working Hours: Heat My House typically conducts work at your property during standard working hours, Monday to Friday. However, to expedite project completion or minimize delays, Heat My House may, at its discretion and expense, perform work outside these designated hours. If requested, you agree to provide access to your property during these extended times. Should you request work outside of normal hours for reasons other than to address a breach of this contract (for example, asking Heat My House to install the boiler on a Saturday for your convenience), Heat My House will require prior agreement from you regarding additional charges for the extended hours, which will be communicated beforehand.
Suspension of Work: If Heat My House is forced to suspend or delay the delivery of goods or services due to your request or as a result of your breach of contract (such as failing to arrange for the necessary gas and electricity supplies before work begins), Heat My House reserves the right to charge an additional, reasonable fee. This fee will cover any unavoidable costs, expenses, or losses incurred due to the suspension or delay.
Damage to Your Home: While Heat My House is liable for any reasonably foreseeable damage caused to your home due to its breach of contract, you acknowledge that some minor or cosmetic damage may occur during the installation process (e.g., damage to plasterwork, paint, flooring, wall coverings). Heat My House will not be responsible for rectifying such damage. Specifically:
- Heat My House will not be liable for burying pipework within floors or walls; any cuts or holes made will be addressed but not permanently finished or redecorated.
- Floorboards will be reinstated or replaced as needed, but Heat My House cannot match or finish special or laminated floors.
- If carpets need to be lifted, Heat My House will re-lay them to the best of its ability but will not be responsible for damage to glued or nailed-down carpets.
- Unless previously agreed, Heat My House will not box in new or existing pipework.
- In cases where Heat My House is responsible for fixing damage, it cannot guarantee a like-for-like match of materials (e.g., bricks or stonework) or provide new pelmets, cornices, or replacements for damaged flooring such as laminate, hardwood, or real wood.
Liability for Structural Defects: Heat My House is not responsible for any damage to your property arising from structural defects or weaknesses, unless:
(a) such damage is a direct result of Heat My House’s breach of this contract; or
(b) the defect or weakness was reasonably detectable during a standard visual inspection of the work area prior to the start of the installation. It’s important to note that Heat My House is not required to perform a comprehensive structural survey of your entire property, nor inspect areas not visible to the naked eye, such as pipes hidden under floorboards.
Further Electrical Works: Any electrical work or upgrades required will be completed within 7 days, at no extra charge.
Transfer of Liability: Once you, the customer, have signed the satisfaction notice, all liability for the installation will transfer from Heat My House. This includes any additional costs related to remedial work outside the scope of the contract.
Post-Installation Liability: Heat My House is not liable for any damage reported more than 14 days after the installation date.
Water Storage Tank Removal: If any water storage tanks in the loft are decommissioned as part of the work, they will remain in place unless you specifically request their removal on-site. Heat My House can only remove tanks that fit through the loft hatch without needing to be tilted. Please be aware that water storage tanks may contain debris or sludge, which could damage floor coverings or furnishings if disturbed during removal.
Conventional to Combination Boiler Conversion: If your installation involves converting from a conventional system to a new combination boiler, our engineer will assess the visible pipework to ensure it is suitable for the new system. If any issues are identified, the installation team will contact you immediately. Due to the higher working pressures of a combination boiler, existing leaks may worsen or new leaks may occur. We will, whenever possible, repair any leaks in the pipework during the installation and isolate any leaking radiators.
Radiator Issues and Relocation: Heat My House is not responsible for any radiators that fail to operate if the issue is directly linked to a malfunction in your existing pipework. Additionally, any costs associated with relocating an existing radiator will be the customer's responsibility unless such arrangements were explicitly agreed upon in the contract prior to installation.
Manufacturer's Warranty: After your boiler is installed and its components are affixed to the wall, they are covered by the manufacturer’s warranty. In the rare event of a fault, the manufacturer will address the issue. By purchasing from Heat My House, you acknowledge that Heat My House is not responsible for replacing the product itself. We will work with the manufacturer to arrange the earliest possible repair appointment. However, any delays in the manufacturer’s response are their responsibility, and Heat My House will not provide compensation or cover any alternative accommodation costs.
Installation Issues and Remedial Work: In the unlikely event that an installation does not proceed as planned, the customer agrees to provide Heat My House and the engineer a reasonable timeframe to resolve any issues. The customer further agrees to take steps to minimize or prevent any losses resulting from actions or inactions by Heat My House or the engineer. If remedial work is required, the original engineer will be the first to return and address the issue. If recurring problems arise, Heat My House reserves the right to dispatch an alternative engineer from our network, at our discretion.
Loft Space Installation Requirements: If your boiler is installed in a loft space, or if the installation includes relocating it to the loft, building regulations require the loft to meet certain standards. The loft must be accessible via a fixed ladder, with a fixed walkway leading to the boiler. Additionally, there must be a minimum of 1m² of fixed boarding beneath the boiler, along with a fixed light. The customer is responsible for ensuring the loft space meets these requirements, including all related costs and arrangements.
Pipework Modifications: During the installation of your new boiler, it may be necessary to modify existing pipework or install new pipework. All work will be done in accordance with regulations and in the manner deemed most appropriate by the engineer or our office specialists. If alternative routes for the pipework are required, these will incur additional charges, which must be agreed upon by the customer before installation. Heat My House will not conceal pipework within walls or floors. Any boxing-in of pipework is the sole responsibility of the customer.
Shower Compatibility: By placing your order, you acknowledge that while we can offer guidance on the compatibility of your shower with the new boiler, we cannot guarantee its functionality. Heat My House will not be liable if your existing shower proves incompatible with the new boiler. Even with compatible showers, issues such as failed seals, increased pressure, or worn cartridges can cause leaks or malfunctions. Responsibility for the shower, including any necessary repairs or replacements, remains with the customer and is excluded from the scope of this contract.
Removal of Non-Hazardous Materials: As part of the service, Heat My House will remove non-hazardous waste items, such as your old boiler, which will become the property of Heat My House once removed. However, this service does not include the removal of hazardous materials, like asbestos, that could not have been reasonably identified during a standard visual inspection before you signed the Order Form.
Removal of Hazardous Materials: If hazardous materials are discovered after work begins, Heat My House may, at its discretion, agree to remove them for an additional fee, which will be confirmed in advance. If we do not agree to handle the removal, you will be required to arrange for a specialist contractor to remove the hazardous materials at your own cost. Heat My House reserves the right to suspend further work until the hazardous materials are removed, and a “site clearance” certificate is provided by your contractor.
Delay in Hazardous Material Removal: If there is a significant delay in your arrangements for hazardous material removal, or if you refuse to arrange for its removal, Heat My House has the right to terminate this contract.
Termination of the Contract
(1) Right to Terminate
You have the right to terminate the contract at any time. The consequences of termination will depend on the nature of your purchase, any issues with the product, our performance, and the timing of your decision to terminate:
- (1.i) If the product you purchased is defective or misdescribed, you may have the legal right to terminate the contract within 30 days of installation, or request a repair, replacement, or refund (as outlined in clause 13).
- (1.ii) If you wish to terminate due to actions we have taken or commitments made in writing, please refer to clause 2.
- (1.iii) If you have simply changed your mind about the product, see clause (3). You may be eligible for a refund within the cooling-off period, subject to certain deductions.
- (1.iv) For all other reasons (where we are not at fault and there is no option to change your mind), please refer to clause 4.
(2) Termination Due to Our Actions or Commitments
If you decide to terminate the contract for any of the following reasons, the contract will be terminated immediately, and a full refund will be issued for any undelivered products:
- (2.i) We notify you of a forthcoming change to the product or terms that you do not accept.
- (2.ii) We inform you that additional installation services are required, and you choose not to proceed.
- (2.iii) We notify you of an error in the pricing or description of the product you ordered, and you decide not to continue.
- (2.iv) There is a potential for significant delays in the supply of products due to circumstances beyond our control.
- (2.v) You have a legal right to terminate the contract due to our wrongdoing.
(3) Exercising Your Right to Reconsider (Consumer Contracts Regulations 2013)
For most products purchased online, you have the legal right to cancel your order within 14 days (the “cancellation period”) and receive a refund for any payments made. The cancellation period begins the day after we confirm receipt of your order. It ends 14 days from the date on which the contract was established.
(4) Cancellation After Installation Has Begun
If you have agreed to the commencement of installation services within the 14-day cancellation period, and you decide to cancel, charges will apply as per clause 8.1.
(5) Termination Before Completion (Non-Fault Scenarios)
Even if we are not at fault and you do not have a legal right to reconsider (as outlined in clause 1), you may still terminate the contract before completion. If you choose to terminate before the contract is fulfilled, and we are not at fault, you may be required to compensate us for the costs incurred. A contract is considered complete once the product is delivered and payment is received. To terminate before completion, contact us to notify us of your decision. The contract will be immediately terminated, and we will refund any amounts paid for products not delivered, minus any reasonable compensation for costs incurred due to your termination.
(6) Termination Procedure
To terminate the contract, please contact our customer services team at 0330 034 8430 or email us at support@heatmyhouse.co.uk. Provide your name, address, order details, phone number, and email address.
If the products have been delivered and installed, you must allow us to uninstall and retrieve them. Please contact customer services to arrange this process.
(7) Return Costs
We will cover the return costs in the following circumstances:
- (7.i) The products are defective or misdescribed.
- (7.ii) You are terminating due to a change in product or terms, a pricing error, the necessity for additional services, delays beyond our control, or because you have a legal right to terminate due to our mistake.
(8) Customer Responsibility for Return Costs
In all other cases, you will be responsible for the return costs. If you are liable for return costs, we will charge you for the direct expenses incurred in collecting and uninstalling the products.
We will refund the amount you paid for the products using the same payment method you used. However, deductions may apply in the following circumstances:
- (8.1) If installation services have already begun within the 14-day cancellation period, reasonable fees will be charged for services rendered and the diminished value of the products.
(9) Refund Process
We aim to process refunds as quickly as possible. If you are exercising your right to withdraw:
- (9.i) If the products have been uninstalled and collected, the refund will be issued within 14 days of collection.
- (9.ii) In all other cases, the refund will be processed within 14 days of notification of your decision to cancel.
(10) Uninstallation of Products
If we uninstall the products for any reason, you acknowledge that we will not be able to reinstall your original heating system, as it will have been disposed of.
Our Rights to Terminate the Contract
(11) Right to Terminate by Us
We reserve the right to terminate the contract at any time by providing written notice to you under the following circumstances:
- (11.i) You fail to make any payment by the due date and do not remit payment within 7 days of our reminder.
- (11.ii) You do not allow us to deliver and install the products within a reasonable timeframe.
- (11.iii) You fail to provide us with clear, safe, and uninterrupted access to all areas of your property necessary for our work.
- (11.iv) You provide us with incomplete or inaccurate information about your property that prevents us from completing the installation.
- (11.v) You behave in an unreasonable or obstructive manner during our attempts to deliver and install the products.
- (11.vi) Asbestos or materials suspected to contain asbestos are discovered at your property, and you fail to take appropriate steps for their safe, professional removal.
- (11.vii) It is deemed unsafe to proceed with the installation for any other reason.
- (11.viii) We are unable to supply the products.
(12) Refund and Compensation Following Termination
If we terminate the contract under any of the circumstances described in clause (11), we will refund any advance payments made for products that have not been delivered. However, we reserve the right to deduct or charge reasonable compensation to cover the costs incurred due to your breach of the contract.
(13) Product Issues and Complaints
If you experience any issues with the product, or if you have any inquiries or complaints, please contact us.
We are legally obligated to supply products that conform to this contract. For full details on your legal rights, you can visit the Citizens Advice website at [www.adviceguide.org.uk](http://www.adviceguide.org.uk) or contact them at 03454 04 05 06. These terms do not affect your statutory rights.
If you wish to exercise your legal right to reject the products, you must return smaller items to us by post. For larger items that have been installed, you must allow us to uninstall and collect them. Please contact customer services to arrange for collection.
Please note that we will not reimburse you or any third party for labour costs incurred by others in attempting to resolve any issues, regardless of fault, unless we have given prior approval.