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1.General
1.1 Customer Conduct - Nottingham Boiler Shop reserves the right to decline work requests from customers who exhibit abusive behaviour towards our staff.
1.2 Outstanding Payments - Nottingham Boiler Shop may refuse to accept call-outs from customers with outstanding payments.
1.3 Deposit - To ensure efficient service, Nottingham Boiler Shop requires a 50% deposit at least 48 hours before the scheduled appointment or installation. This deposit is necessary for purchasing the required boiler and parts.
1.4 Payment - Full payment for services or installations must be made upon completion. Nottingham Boiler Shop will register the manufacturer's warranty and Gas Safe accreditation only after receipt of final payment.
1.5 Property Protection - Nottingham Boiler Shop takes necessary measures to prevent any potential damage to customer property during the course of our work.
1.6 Complaints - All complaints must be submitted in writing to our physical address at 114 Coppice Road, Arnold, Nottingham NG5 7GG or emailed to [email protected]. We aim to respond to all complaints within 48 hours.
2. Parts/Boilers
2.1 Property Ownership - All materials, boilers, and parts installed by Nottingham Boiler Shop remain the property of the company until full payment of all invoices and balances is received.
2.2 Removal of Property - In the event that the customer fails to pay outstanding balances within the specified time frame, Nottingham Boiler Shop reserves the right to remove its property from the customer's property.
3.Company Guarantee
3.1 Free Help and Advice - Nottingham Boiler Shop offers 12 months of free help and advice following installation.
3.2 Guarantee Period - Our guarantee lasts for 12 months after work commencement, during which time the company takes full responsibility for all supplied and fitted works and materials.
3.3 Limitations - Nottingham Boiler Shop does not take responsibility for any other part of the attached system, such as radiators, time switches, thermostats, motorised valves, external pumps, external central heating pumps, external expansion vessels, and sanitary areas like toilets, taps, sanitary pumps, shower valves, and shower pumps.
3.4 Responsibility - The company is not responsible for faulty parts installed by another company or parts installed by Nottingham Boiler Shop that have been repaired, altered or moved from their original place of installation by any other person than our Gas Safe Engineer.
3.5 Hourly Fee - Nottingham Boiler Shop reserves the right to charge an hourly fee for callouts to faults not caused by the installation work quoted for.
3.6 Annual Service - The cost of an Annual Boiler Service or any parts required for the Annual Service is not included in the installation fee.
4. Quotations
4.1 Nottingham Boiler Shop endeavours to provide prompt and accurate quotations to our valued customers. For standard installation enquiries, we aim to send the quotation within 48 hours from the time of enquiry. However, for complex installations that require a more detailed estimate, such as boiler relocation, full central heating installations, or other bespoke work, it may take up to a week to provide an accurate quotation.
4.2 Upon agreement of the price for the installation or service, Nottingham Boiler Shop will work with the customer to schedule a suitable date for the work to be completed, taking into consideration both the customer's and the company's availability.
5. Home Visits/Surveys
5.1 At Nottingham Boiler Shop, we understand the importance of accurate and efficient service delivery. To ensure that we provide the best possible service, we offer a free home survey whenever possible. This survey allows us to determine the customer's specific requirements, enabling us to provide an accurate and comprehensive quotation.
5.2 In the event that a home survey is not possible, we offer a short telephone survey to gather the necessary information required to provide an accurate quotation for the customer's installation or service needs.
5.3 We reserve the right to call off or reschedule a home visit at any time. However, we will make every effort to contact the customer in advance to ensure minimal disruption to their schedule.
6. Appliance Servicing
6.1 At Nottingham Boiler Shop, we pride ourselves on providing exceptional service to our customers. We will contact our customers with sufficient notice to schedule a boiler service appointment, where possible.
6.2 In the event that any faults are discovered during the service, our engineer will advise the customer accordingly. If the appliance is still under warranty, the customer is responsible for contacting the manufacturer directly. If the appliance is no longer under warranty, our engineer will advise the cost of repair before proceeding with any work.
6.3 It is the responsibility of the customer to ensure that the area surrounding the appliance is clear, allowing our engineer to access and service the appliance. In the event that this is not the case, Nottingham Boiler Shop reserves the right to charge a fee to clear the area to gain access.
6.4 For appliances that were not originally fitted by our company, we reserve the right to shut down any appliance that is deemed unsafe or has been installed incorrectly and does not meet gas safety regulations.
7. Long Warranties from Accredited Installers
7.1 At Nottingham Boiler Shop, we understand that our customers value long-term solutions for their heating needs. This is why we offer a range of warranties for the Pro-Heat Range of boilers, allowing our customers to choose a warranty that suits their mid to long-term plan for their property.
7.2 As accredited installers of all the brands we list, our customers can be assured that they will receive the maximum warranty or guarantee available. Our engineers are also supported by the manufacturers, should any issues arise.
7.3 To become a member of the manufacturer's approved and accredited list, our engineers attend annual installer training courses to improve their knowledge of the products. This allows us to offer the best possible heating solutions for our customers' properties while also providing our installation team with the necessary knowledge to set the new heating system to the best possible levels of efficiency.
8. Installation
8.1 At Nottingham Boiler Shop, we believe in transparent and efficient service delivery. Once our customers have chosen an installation option that meets their needs, we require them to reply to the initial email sent by our company to confirm their chosen option.
8.2 Upon receipt of the customer's confirmation, we will produce a Fixed Price Quote that outlines the chosen option, price, date of installation, and deposit requirements.
8.3 To ensure timely and efficient service delivery, we reserve the right to collect outstanding settlement payments directly after the installation is completed. This allows us to maintain our commitment to providing exceptional service to our customers.
9. Cancellations & Refunds
9.1 At Nottingham Boiler Shop, we understand that unforeseen circumstances may arise that may cause our customers to cancel their installation or appointment. We have put in place a flexible and transparent cancellation and refund policy to cater to our customers' needs.
9.2 You have the right to cancel this agreement up to 14 days after accepting it. This is called the cooling-off period. By accepting the quote and paying the deposit, you agree that, in the case of an urgent repair or replacement of heating products, we can start work before the cooling-off period ends.
9.3 If you cancel your agreement after the work has started, we will charge you for any work already carried out and any goods already installed in your property. You will not be able to cancel once the work is fully completed or the goods have been installed in your property. We can deduct our costs from any deposit you have paid or bill you for them.
9.4 If you wish to cancel the installation or appointment, you should do so in writing or via email. We will refund your deposit payment within 7 working days of receiving your cancellation notice. Please note that 'working' days do not include Sundays and public holidays.
10. Cancellation Policy for Boiler Servicing and Gas Safety Inspections
10.1 We understand that sometimes you may need to cancel or reschedule your appointment. To allow us to accommodate other customers, we kindly request that you provide us with at least 24 business hours notice for any cancellations or rescheduling requests.
10.2 If you cancel or miss your appointment with less than24 hours notice, we reserve the right to charge you up to 100% of the fee quoted for the work.
10.3 For rented properties, where a Gas Safety Inspection or Boiler Service is scheduled, it is the responsibility of the Landlord or property management company to provide us with the correct contact details for the tenant, including phone numbers, point of contact, and address information. If we miss an appointment due to incorrect information provided by the Landlord or property management company, it will be treated as a cancellation, and the 100% fee will apply.