Terms of Service

1. About These Terms

These terms of service ("Terms") govern the provision of heating, plumbing, and related services by The Heating Professionals Ltd ("we", "us", "our"), registered in England, operating from Stafford, Staffordshire. By booking a service, requesting a quote, purchasing a care plan, or using our website, you agree to be bound by these Terms.

We may update these Terms from time to time. The version in effect at the time you book a service or enter into an agreement with us will apply.

2. Our Services

We provide the following services to residential and commercial customers across Stafford and the surrounding Staffordshire area:

• Boiler installation, repair, and servicing
• Central heating system installation and upgrades
• Radiator installation and replacement
• Air source heat pump installation
• Landlord gas safety certificates (CP12)
• Powerflush and system cleaning
• Care plans and ongoing maintenance agreements
• General plumbing services

All gas work is carried out by Gas Safe registered engineers. All heat pump installations are carried out by MCS certified engineers. We hold the relevant accreditations and qualifications required by law for each type of work we undertake.

3. Quotations and Pricing

Quotes provided through our website, over the phone, or following a home survey are valid for 30 days from the date of issue unless otherwise stated. Quotes are based on the information provided to us at the time and assume standard installation conditions.

If, upon arrival or during the course of work, we discover that additional work is required that was not included in the original quote (for example, unforeseen pipework issues, asbestos, or structural complications), we will inform you before proceeding and provide a revised quote for the additional work. We will not carry out additional chargeable work without your prior agreement.

All prices quoted include VAT at the prevailing rate unless explicitly stated otherwise. Payment terms are detailed in your individual quote or invoice.

4. Bookings and Appointments

Bookings made through our website or by phone are confirmed once you receive a confirmation email or message from us. We will make every reasonable effort to attend at the agreed date and time. If we need to reschedule for any reason, we will contact you as soon as possible to arrange an alternative appointment.

You must ensure that a responsible adult (aged 18 or over) is present at the property for the duration of the appointment. Access to the boiler, heating system, and all relevant areas of the property must be provided. If our engineer is unable to access the property or the required areas at the scheduled time, a missed appointment charge may apply.

5. Cancellation Policy

You may cancel or reschedule an appointment free of charge by providing at least 24 hours' notice before the scheduled appointment time. Cancellations made with less than 24 hours' notice may incur a cancellation fee to cover the cost of the reserved appointment slot.

For boiler installations and larger projects, a deposit may be required to secure your appointment and order materials. If you cancel after materials have been ordered specifically for your installation, we reserve the right to deduct the cost of any non-returnable materials from your refund.

Your statutory rights under the Consumer Contracts Regulations 2013 are not affected by this cancellation policy.

6. Care Plans

Our care plans are monthly subscription agreements that provide ongoing maintenance and, depending on the plan, parts and labour cover for your heating system. The specific inclusions, exclusions, and pricing for each plan are detailed on our care plans page and in the plan documentation provided to you upon sign-up.

6.1 Eligibility

Care plans are available for domestic gas boilers that are under 10 years old at the time of enrolment and have been serviced within the last 12 months (or will receive an initial service as part of the plan). We may require an initial inspection to confirm the boiler is in a suitable condition before the plan takes effect. If the inspection reveals pre-existing faults, these must be repaired at your cost before the care plan cover begins.

6.2 What Is Covered

Each care plan specifies the services included. Typical coverage includes an annual boiler service, priority booking for repairs, and (on higher-tier plans) parts and labour for mechanical and electrical breakdowns of the covered boiler. Cover is limited to the boiler and its immediate controls unless the plan explicitly includes wider central heating system cover.

6.3 Exclusions

Care plans do not typically cover damage caused by third parties, accidental damage, limescale damage in hard water areas unless a scale reducer is fitted, damage resulting from a failure to follow manufacturer instructions, pre-existing faults identified before the plan start date, cosmetic damage, or replacement of the entire boiler unit.

6.4 Cancellation of Care Plans

You may cancel your care plan at any time by giving us 30 days' written notice. If you cancel within the first 12 months and have received services under the plan (such as the annual service or a covered repair), we reserve the right to charge a pro-rata amount for the services already provided. After the initial 12-month period, you may cancel at any time without penalty.

7. Payment

Payment for one-off services (servicing, repairs, installations) is due on completion of the work unless otherwise agreed in writing. For larger installations, we may require a deposit before work begins and staged payments during the project.

Payments can be made by debit card, credit card, or bank transfer. Card payments are processed securely through Stripe. We do not accept cash payments.

Care plan subscriptions are paid by monthly Direct Debit or recurring card payment. You will be notified of the payment date and amount before each payment is taken.

If payment is not received within 14 days of the invoice date, we reserve the right to charge interest at 4% above the Bank of England base rate on the overdue amount.

8. Warranties and Guarantees

All work carried out by us is guaranteed for a minimum of 12 months from the date of completion. This covers the workmanship of the installation or repair. If a fault arises that is directly attributable to our workmanship within the guarantee period, we will rectify it at no additional cost.

New boiler installations are covered by the manufacturer's warranty, which typically ranges from 2 to 12 years depending on the model and brand. The manufacturer's warranty is subject to the manufacturer's own terms and conditions, which include a requirement for annual servicing by a Gas Safe registered engineer.

These guarantees do not cover faults caused by misuse, accidental damage, third-party interference, failure to maintain the system (including missed annual services), or normal wear and tear.

9. Liability

We maintain appropriate public liability and professional indemnity insurance for all work we carry out. We accept liability for any damage to your property that is directly caused by our negligence or the negligence of our engineers during the course of carrying out work.

We are not liable for any loss or damage arising from pre-existing faults in your heating system or property that were not caused by our work, any delay in providing services due to circumstances beyond our reasonable control (including but not limited to severe weather, supply chain issues, or parts availability), or indirect or consequential losses such as loss of income or alternative accommodation costs, except where such losses were reasonably foreseeable at the time the contract was made.

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by law.

10. Your Responsibilities

You agree to provide accurate information when requesting a quote or booking a service, ensure safe and clear access to the work area for our engineers, inform us of any known issues with the property that may affect our ability to carry out the work safely (such as the presence of asbestos), maintain your heating system in accordance with the manufacturer's recommendations (including annual servicing), and make payment in accordance with the agreed terms.

11. Complaints

We aim to deliver a high standard of service on every job. If you are not satisfied with any aspect of our work, please contact us as soon as possible so we can investigate and resolve the issue. You can reach us by email at info@theheatingprofessionals.co.uk or by phone on 01785 XXX XXX.

We will acknowledge your complaint within 2 working days and aim to provide a full response within 10 working days. If we are unable to resolve the matter to your satisfaction, you may refer the complaint to the relevant ombudsman or trading standards body.

12. Intellectual Property

All content on our website, including text, images, logos, and design, is the property of The Heating Professionals Ltd or our licensors and is protected by copyright and other intellectual property laws. You may not reproduce, distribute, or use any content from our website without our prior written permission.

13. Governing Law

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from or in connection with these Terms or our services shall be subject to the exclusive jurisdiction of the courts of England and Wales.

14. Contact Us

If you have any questions about these Terms, please contact us:

• Email: info@theheatingprofessionals.co.uk
• Phone: 01785 XXX XXX
• Post: Placeholder Street, Stafford, Staffordshire ST17 XXX