Terms & conditions

1. Definitions

"We", "us" and "our" refer to Homely Heating Group Ltd, company number 14576536, registered in England and Wales. "You" and "the customer" refer to the person or organisation booking our services. "Works" means the labour, services and materials we provide.

2. Quotations & estimates

A quotation is a fixed price for clearly defined work and is valid for 30 days from the date issued. An estimate is our best assessment of likely cost and may change once work is under way.

Quotations are based on the information available at the time and on work being carried out under normal conditions during standard working hours. If hidden defects, additional work, or unforeseen site conditions come to light, we will inform you and agree any revised price before continuing.

3. Pricing, deposits & payment

We do not charge a call-out fee. For repairs and labour-based work, charges are based on our hourly labour rates, plus the cost of any parts and materials. For larger or quoted works, the agreed quotation price applies.

• For supply-and-install or quoted works, a deposit of 50% is payable to confirm the booking and order materials, with the balance due on completion.
• For larger projects we may agree staged payments at the outset.
• Unless otherwise agreed in writing, all invoices are payable within 7 days of the invoice date.
• All prices are subject to VAT at the prevailing rate. We are VAT registered (VAT no. 439815756).

4. Late payment

If an invoice is not paid by the due date, we reserve the right to charge interest on the overdue amount at 4% per year above the Bank of England base rate, calculated daily until payment is received, together with the reasonable costs we incur in recovering the debt. Where the customer is a business, we may instead claim statutory interest and fixed compensation under the Late Payment of Commercial Debts (Interest) Act 1998. We may also decline to carry out further work until overdue amounts are settled.

5. Set-off & disputed work

You may not withhold or deduct any part of a payment except in respect of work that is genuinely and reasonably disputed, and only after you have notified us of the issue in writing and given us a fair opportunity to inspect and put it right. Undisputed amounts remain payable in full and on time.

6. Payment methods

We accept bank transfer and major debit and credit cards. Cash may be accepted at our discretion and by prior arrangement. We do not accept cheques. Bank details are provided on your invoice; please quote your invoice number as the payment reference.

7. Labour & diagnostics

Where work is charged by time, labour is billed from our standard hourly rate. This includes time spent diagnosing faults, sourcing or collecting parts where necessary, testing, and completing any required safety documentation.

A diagnosis or investigation of a fault is chargeable work. Free quotations apply to installations and planned work that can be assessed without dismantling or fault-finding.

8. Emergency & out-of-hours work

Emergency, evening, weekend and bank holiday call-outs are charged at our out-of-hours rate, which is higher than our standard rate. We will make you aware of the applicable rate before attending.

In an emergency our first priority is to make the situation safe. A full repair may require a return visit, additional parts, or a separate quotation.

9. Service area & travel

We are based in Cambridge and primarily serve Cambridgeshire, with cover extending into Hertfordshire and London. For work outside our core area, a travel charge may apply and will be agreed with you in advance.

10. Access, parking & site conditions

You agree to provide safe and reasonable access to the property and to the area where work is to be carried out, along with a supply of electricity and water where required. Where paid or permit parking applies, reasonable parking costs may be added to your invoice.

You are responsible for clearing personal belongings from the work area. We cannot accept liability for items left in the way of the works.

11. Cancellations & missed appointments

If you need to cancel or rearrange an appointment, please give us at least 24 hours' notice. Cancellations with less notice, or appointments where we are unable to gain access on arrival, may incur a charge to cover our time and travel.

For quoted works where materials have been ordered, any deposit may be non-refundable to the extent of costs we have already incurred on your behalf.

12. Your right to cancel (cooling-off period)

Where you are a consumer and the contract is made away from our premises or at a distance (for example by phone, email or through our website), you have the right to cancel within 14 days under the Consumer Contracts Regulations 2013, without giving a reason.

If you ask us to begin work during this 14-day period and then cancel, you must pay for the work and materials supplied up to the point of cancellation. Once the work has been fully completed at your request, the right to cancel is lost.

13. Condition of existing systems

Existing pipework, boilers, radiators, fittings and systems may contain corrosion, sludge, scale or pre-existing defects that are not visible until work begins. We cannot accept responsibility for faults in, or the future failure of, existing components that are beyond the scope of the work we have been asked to carry out.

Where we install a new boiler or carry out a power flush, we will advise on the use of a system cleanser and inhibitor. Manufacturer warranties may be affected if recommended system treatments or filters are declined.

14. Pressurised & combi conversions

Converting a system to mains/pressurised operation, or replacing a boiler with a combination boiler, increases the working pressure on existing pipework and fittings. This can expose pre-existing weaknesses. Any resulting remedial work is not included in the original price and will be treated as a chargeable variation.

15. Gas safety & compliance

All gas work is carried out by Gas Safe registered engineers. Where we identify an appliance or installation that is Immediately Dangerous (ID) or At Risk (AR), we are obliged to act in accordance with gas safety regulations. With your permission we will make the appliance safe, which may include turning it off and labelling it; you are responsible for arranging any necessary repair.

16. Asbestos & hazardous materials

Our quotations and prices assume that no asbestos or other hazardous materials are present. We are not licensed asbestos contractors. If we encounter or suspect asbestos or other hazardous materials, we will stop work immediately and the cost of testing, removal or making safe by a specialist is not included in our price and is your responsibility.

17. Building fabric & making good

Installing, moving or repairing pipework, boilers, radiators and fittings can require lifting floorboards, cutting into walls, ceilings or tiling, and disturbing decoration. We take reasonable care, but a builder's or decorator's standard of making good, re-tiling, plastering and redecoration is not included unless specifically stated in your quotation.

We cannot accept liability for damage to concealed pipes, cables or services that are not visible and whose presence has not been notified to us.

18. Materials supplied by you

Where you supply your own materials, fittings or appliances, we cannot warrant those items or accept responsibility for faults, failures or unsuitability arising from them. Any additional labour caused by faulty or incorrect customer-supplied items will be chargeable.

19. Waste & removed items

Removal and disposal of old appliances and waste is only included where stated in your quotation. Materials, parts and appliances that we remove and replace become our property and may be disposed of or recycled unless you ask to retain them at the time of booking.

20. Title of goods

Materials and goods supplied by us remain our property until they have been paid for in full. Risk in the goods passes to you on delivery to your property.

21. Workmanship warranty

Our workmanship is guaranteed for 12 months from the date of completion. This warranty covers faults arising from our work and does not cover fair wear and tear, misuse, interference or work carried out by others, damage caused by existing system conditions, or faults in customer-supplied materials.

Manufacturer warranties on boilers and parts are provided separately by the manufacturer and are subject to their own terms, including any servicing requirements.

22. Liability

We maintain public liability insurance. Our total liability for any claim is limited to the value of the works carried out, except where liability cannot be limited by law (such as for death or personal injury caused by our negligence). We are not liable for indirect or consequential losses.

Nothing in these terms affects your statutory rights as a consumer.

23. Complaints

We want you to be happy with our work. If something is not right, please contact us as soon as possible on 07496 925309 or at info@homelyheatinggroup.co.uk and we will do our best to put it right promptly and fairly.

24. Data protection

We handle your personal information in accordance with our Privacy Policy and UK data protection law. Please see our Privacy Policy for details of how we collect, use and protect your data.

25. Governing law

These terms and any work we carry out are governed by the law of England and Wales, and any disputes will be subject to the jurisdiction of the courts of England and Wales.

Homely Heating Group Ltd. Registered in England & Wales, company no. 14576536. VAT no. 439815756. Registered office: 5 Prospect Place, Millennium Way, Pride Park, Derby, England, DE24 8HG.