Our T&C's

Please read this document carefully. It sets out the terms and conditions of your Heat Pump System installation by Heatable and the services relating to it. These Terms together with your Quote form the contract between us and you.

References

References to "Heatable", "Heatable Ltd", "The Company", "our", "we" and "us" mean Heatable Ltd, registered in England and Wales, company number 08804726, whose registered office is at The Old Rectory, Winwick, Warrington, WA2 8LE.

References to "Customer", "the Customer" and "you" are references to the person who has purchased a product or service through Heatable Ltd.

"Heat Pump System" or "Product System" means the overall system of products purchased by you from Heatable as specified in the Quote, which may include an air source heat pump unit, hot water cylinder, associated pipework, controls, thermostats and ancillary components.

"Quote" means a quote of the fixed price to be paid for the supply and installation of your Heat Pump System.

"Terms" means these terms and conditions.

"Warranty" means our warranty from the date of installation and for the Warranty Period, guaranteeing the proper installation of your Heat Pump System and the proper functioning of products we supply.

"Warranty Period" means the relevant warranty periods for installation and product warranties set out in Section 11.

General

Heatable Ltd is registered in England and Wales with company number 08804726.

Heatable Ltd is registered with the Information Commissioner's Office (ZA120451) and treats all information supplied by customers as confidential. Information will only be passed on to fulfil the obligations set out within these Terms.

Heatable Ltd is authorised and regulated by the Financial Conduct Authority (FRN 805259). We are a credit broker and not a lender and offer credit from a panel of lenders. We may receive commission if your application is successful, and the amount may vary depending on the product chosen and the amount of credit taken out. Credit is provided subject to affordability, age and status. Minimum spend applies. Not all products offered are regulated by the Financial Conduct Authority.

Heatable Ltd is MCS Certified (certificate number NAP-68602) and RECC certified (#00078194). All heat pump installations are carried out to the standards required by the Microgeneration Certification Scheme (MCS).

Heatable Ltd is TrustMark endorsed (#3255935) and a Which? Trusted Trader.

Trademarks and other intellectual property of the Company are protected and may not be replicated or reproduced without prior written consent.

This contract is governed by the laws of England and Wales. Any dispute will be dealt with by the courts of England and Wales if your property is in England or Wales, and by the courts of Scotland if your property is in Scotland. Nothing in this contract affects your statutory rights that cannot be excluded by law.

Eligibility and Feasibility

Our energy experts will make a preliminary assessment of the eligibility and feasibility of the works required for a Heat Pump System at your property. If we believe you to be eligible, we will provide you with a Quote.

Unless otherwise specified in the Quote, the Quote is valid for thirty (30) days from the date of issue. To confirm your order you must accept the Quote via the link we send to you, or by telephone or email.

Even where you meet the preliminary eligibility criteria, there may be other factors that could prevent us from completing the installation or that require additional works. We will inform you of any such matters as soon as reasonably possible.

Where an application is required to the relevant Distribution Network Operator (DNO) in connection with the installation, any charges, upgrade costs, export limitation costs or other costs imposed by the DNO are the responsibility of the Customer, unless specifically included in the Quote.

We may advise you to carry out improvements to your home prior to installation, such as improving insulation or upgrading radiators. In some cases we can arrange for this work through one of our partners. Where required by MCS or other applicable standards, such improvements may be a condition of proceeding with the installation.

If the Heat Pump System is designed based on drawings rather than an on-site survey (for example for newbuild projects), we reserve the right to charge for additional work or changes required once site access is gained.

Ordering

3.1 Obtaining a Quote and the Ordering Process

Our online quote tool uses the information you provide to build a bespoke design for your property, including heat loss calculations, and provides you with a fixed price for a heat pump installation of the correct specification. Unlike some of our other products, an installation date is not confirmed at the point of order. In some instances we will need to complete a physical survey of your property before an installation date can be agreed (see Section 5). Once your specification and price have been confirmed, we will offer you a choice of the earliest available installation dates, and your order will be passed to our scheduling team with confirmations following by email and/or telephone.

A deposit of 25% of the total price is required prior to installation, in accordance with MCS standards, whether paid by credit/debit card or as part of an approved finance agreement from our panel of lenders. The remaining balance is due upon completion of the installation. Where a finance agreement is chosen, this will be arranged in advance of installation but will not commence until after the installation is complete.

• If information provided by the Customer is found to be inaccurate upon site visit, the installation may be paused and a re-quotation provided. If you choose to proceed, appropriate payment arrangements will be made. If not, your order will be cancelled with a full refund issued.

• Heatable reserves the right to refuse or cancel any order without prior notice.

3.2 Selecting an Appropriate Product

Heatable’s software will build a bespoke design for your property, including heat loss calculations, to ensure that any heat pump system offered to you is of the correct specification. Heatable takes responsibility for the accuracy of these calculations. The choice of heat pump manufacturer is yours, but Heatable will review your selection to ensure it remains suitable for your property before your order is confirmed. In some instances, we may complete a physical survey of your property prior to agreeing an installation date. All relevant technical information is provided during the ordering process, and questions should be raised prior to placing an order.

3.3 Survey Photographs

You may be asked to provide a series of images following your initial enquiry. These images are used to help build a clearer picture of the potential installation and enable our team to provide the most accurate and appropriate advice.

3.4 General Ordering Terms

Once you place an order, a contract between Heatable and you as the Customer is formed, subject to these Terms. By placing an order you confirm that you are the owner of the property or that permission from the owner has been granted.

The ordering process is solely for domestic use. You must be at least 18 years old to place an order. We reserve the right to make changes to these Terms at any time and to modify or withdraw the quoting platform without liability to you.

Any reviews or comments on our website are the opinions of their authors only and do not form part of any specification or advice given by Heatable.

3.5 Communication with Customers

Throughout the process, Heatable will communicate with you by telephone, email and text message. Our standard communications include:

• Order confirmation by phone call, text and/or email

• Photo upload request

• Pre-installation reminder (one day before)

• Courtesy call post-installation

• Review request link by email

• Follow-up documentation (MCS certificate, warranty registrations)

• Service reminders or offers

Heatable will share your contact and address information with the appointed installation engineer and relevant suppliers prior to installation. This information will no longer be accessible to engineers or suppliers after installation is complete.

3.6 Respect Towards Our Team

Heatable will not accept abusive or threatening behaviour towards our staff. Should any member of our team be treated in this manner, we reserve the right to cancel your order with immediate effect. Outside of any applicable cancellation fee, a full refund will be provided. Serious instances will be reported to the relevant authorities.

3.7 Customer Cancellations (Pre-Installation)

You may cancel your installation booking at any time prior to installation taking place. Please notify us as early as possible by telephone on 0330 113 1333 or email at [email protected]. Late cancellation and rescheduling charges may apply — see Section 8.

In accordance with MCS standards and your statutory cancellation rights under the Consumer Contracts Regulations (see Section 6), if you cancel within the 14-day cooling-off period, the late cancellation and rescheduling charges set out in Section 8 will not apply, unless you have given us an express written request for work to begin before the cooling-off period ends, in which case you may be liable to pay a proportionate amount for any work already carried out.

Payment

4.1 Payment Methods

A deposit of 25% of the total price is required to confirm your order, in accordance with MCS standards. As set out in Section 3.1, an installation date will be confirmed once your specification, any required survey and price have been agreed. The remaining balance is due upon completion of the installation. The following payment methods are available:

Credit / Debit Card

We accept all major credit and debit cards. A deposit of 25% of the total price is processed at the point of checkout, in accordance with MCS standards. The remaining balance is due upon completion of installation. No further amounts will be charged unless requested and agreed by you.

Finance

Heatable Ltd acts as a credit broker and not a lender. Finance applications are processed through our approved panel of lenders. Details available upon request. For heat pump installations, your finance agreement will be arranged in advance of installation but will not commence until after the installation has been completed.

Buy Now Pay Later — spread the cost over your chosen term with a non-payment period. No interest is charged if settled in full before the end of the non-payment period. If not settled in full, the remaining balance accrues interest at the rate in your credit agreement. Available to UK residents over 18, subject to terms and minimum spend.

4.2 Finance Application Process

You may apply for finance during online checkout or by telephone. Applications completed over the phone can be finalised during the call or sent to you by email.

4.3 Finance Cancellation Rights — 14-Day Cooling-Off Period

As per your statutory consumer rights, you have the right to cancel a finance agreement within 14 days of commencement. Should your installation have started or been completed within this period and you choose to exercise this right, you remain liable to make full payment to Heatable by credit/debit card or BACS transfer within 48 hours. Failure to make timely payment will result in legal pursuit of the outstanding balance.

4.4 Finance — Key Points

• Heatable has no authority or insight into finance application decisions.

• A deposit of 25% of the total price must be paid prior to installation, in accordance with MCS standards. If not completed online, this will be taken by telephone.

• If your finance application is cancelled prior to installation, your booking will be automatically cancelled and a rebooking will be required.

4.5 Discount Codes and Price Matching

Heatable operates a fixed pricing system. We may from time to time run discount codes and promotional campaigns. Only one promotion or discount code may be applied per order. We will always apply the highest-value discount available.

We offer a price-matching service for genuine, like-for-like quotations from Which?-accredited companies for the same heat pump make, model, output, installation service and warranty. Price match requests must be submitted to [email protected] on headed company paper with a full breakdown. Discount codes may not be used in conjunction with price match offers.

Preparatory Work

We will commence preparatory work from the day you accept the Quote. This may include a property survey, Energy Performance Certificate (EPC) assessment, in-depth technical survey, foundation and base preparation for the external heat pump unit, heating system design, and DNO applications.

Our fees for preparatory work are shown on the Quote. By accepting the Quote you authorise us to proceed with any preparatory work specified. If you cancel after preparatory work has commenced, you may be liable for costs already incurred (see Sections 6 and 8).

We will create and share with you a complete design specification based on the preparatory work before installation commences. This will include drawings, installation specifications and any relevant MCS documentation.

Cancellations

You may cancel without giving any reason, starting from the day you accept the Quote and ending 14 days from the day on which you acquire physical possession of the last product related to your Heat Pump System (the 'cancellation period').

To exercise your right to cancel, inform us by a clear statement (for example by completing and sending the withdrawal form on our website, or by email to [email protected] or by calling 0330 113 1333) within the cancellation period.

We will refund any money you have paid. If you agreed in writing that installation work would commence before the cancellation period expires and you subsequently cancel within that period, you must pay us a proportionate amount for services provided up to the point of cancellation.

If you cancel outside the cancellation period, you may be required to pay us reasonable costs for losses incurred. See also Section 8 regarding late cancellation and rescheduling charges.

Installation

7.1 Our Obligation to You

Heat pump installations are undertaken by our vetted, MCS-certified engineers who hold all appropriate accreditations for heat pump installation (including, where applicable, F-Gas registration). We will perform the installation with reasonable skill and care, in a good and workmanlike manner and in accordance with MCS standards. We will comply with all applicable laws, regulations and Building Regulations.

You will become the owner of the Heat Pump System upon payment in full. The risk of loss or damage transfers to you upon delivery.

7.2 Your Obligation to Us

You agree to provide a safe and respectful workplace for all persons attending your property. Engineers will leave the property if rude, abusive or unsafe conditions are encountered. In such circumstances Heatable reserves the right to determine whether a re-attendance is arranged and what charge will apply. No refund will be due if the site is vacated for reasons of safety, abuse or rudeness.

You must ensure the installation premises are prepared and cleared. We will provide you with a preparation checklist. You must arrange adequate vehicle parking within 30 metres of the property; any parking charges are the Customer's responsibility.

7.3 Permits and Permissions

It is the Customer's responsibility to secure all required permissions, licences or permits prior to our attendance, including consent from property owners, building managers, leaseholders and any relevant covenants (for example, listed buildings or conservation areas). Any party wall agreements with neighbouring properties must be in place in advance of work commencing.

7.4 Inspection of Site

The Customer (or their representative) must have complete control over the isolation of gas (if applicable), water and electricity on the installation date. If safe isolation is not possible, the installation may need to be postponed, rescheduled or cancelled with a refund issued. All costs to renew or repair isolation points are the Customer's responsibility.

If physical inspection reveals that specialist equipment or significant extra work is required, Heatable will inform the Customer of any additional costs before they are incurred. The Customer is entitled to a full refund if they do not wish to proceed.

7.5 The Installation Process

Depending on availability, materials will either be delivered in advance by our suppliers or brought by the installer on installation day. Deliveries begin from 7:30am. Materials must be kept in a safe, dry place.

Our engineers will: install the external heat pump unit on the prepared base or brackets; connect all associated pipework; install or connect the hot water cylinder and system controls; commission all thermostats and smart controls; and complete all associated electrical wiring to current BS 7671 standards.

The system will be commissioned, tested and adjusted. The engineer will demonstrate how to operate your Heat Pump System, including controls and any app setup. All relevant MCS commissioning documentation will be completed.

After installation we will arrange free collection of any waste electrical and electronic equipment on a one-for-one basis by a licensed waste carrier.

7.6 General Installation Terms

We have assumed that your property is in a good state of repair and contains no structural defects. Heatable will not be responsible for damage caused by pre-existing defects.

Whilst all reasonable care will be taken, Heatable accepts no liability for damage to existing plasterwork, decorations, flooring or similar surfaces resulting from the installation works. Cuts or holes will be made good but not permanently finished or redecorated. An amount of redecoration may be required and this is the Customer's responsibility.

We have assumed that existing heating and hot water pipework (not visible for inspection) will be of correct sizing and free from blockages or leaks. Access, repair and making good of unsuitable pipework is the Customer's responsibility.

The Customer acknowledges that noises, vibration or other acoustic issues arising from pre-existing or poorly installed pipework are outside Heatable's control. We accept no responsibility for such issues that become more noticeable following installation.

New pipework routes will be discussed with you before work starts. Pipework will be installed to make functional engineering sense and may be surface-mounted and clipped. Boxing in of pipework is the Customer's responsibility.

We have assumed that existing radiators, valves and external components are in serviceable condition. Replacement or renewal of components not included in the Quote is excluded from this contract.

Specialist wall finishes (render, timber cladding, stone) will be made temporarily weather-tight. Reinstatement of specialist finishes is the Customer's responsibility.

Debris will be removed as part of the fixed price. Dangerous or hazardous materials (such as asbestos) must be removed by the Customer prior to installation commencing.

Whilst every effort is made to meet agreed timescales, Heatable reserves the right to delay installation without compensation for circumstances beyond our control (including material shortages, supplier delays, sickness, severe weather, strikes or other force majeure events). Time is not of the essence of this contract. Heatable is not liable for loss of profit, loss of business, business interruption or loss of salary due to delays.

If remedial works are required following installation, the Customer agrees to provide Heatable with reasonable access and time to rectify any issues.

Installing a heat pump can often mean that the pressure within the heating and hot water system will be increased. This is particularly prevalent when a conventional, open-vented system is removed. In this scenario, the feed and expansion cistern will be removed and the water pressure within the system are raised above “atmospheric”. Occasionally the higher working pressures associated with this type of installation may exacerbate any existing/past leaks and can cause new leaks to appear. Where possible we will access and repair any leaks on pipework during the installation process, we will isolate any leaking radiators. Making good of any décor, fixtures and fittings following a leak is the responsibility of the customer. Similarly, persistent pressure loss as a result of leaks from existing pipework and components is not covered within our workmanship warranty, and any necessary repairs or remedial works are the sole responsibility of the customer.

Late Cancellations and Rescheduling

In order to deliver an efficient installation experience, we order materials and reserve an installation team well in advance of your scheduled date. If you cancel or reschedule within 72 hours of the scheduled start time, Heatable reserves the right to charge:

• The cost of any installation labour that cannot be reallocated despite our reasonable efforts; and

• The cost of logistics and any project-specific materials already purchased or committed.

These costs vary by project but are typically in the region of £2,850 for unutilised labour and £165 for logistics and materials. Actual charges may be higher or lower depending on project scope.

In the case of a late cancellation, Heatable may also charge for preparatory work costs (including the Technical Survey and Technical Design) as shown on the Quote.

By agreeing an installation date, you accept this policy and acknowledge that such charges may be invoiced if the installation is rescheduled or cancelled within the specified timeframe.

Additional Services

You may request additional services at the time of installation or at a later date, such as system health checks, maintenance visits or upgrades. Additional services are subject to a separate agreement and fee.

Any modifications to your property that are necessary for the installation (for example holes, fixings, brackets, cabling, trunking or modifications to walls, floors or roof) will be carried out as part of the installation. Making good beyond what is strictly required for installation is the Customer's responsibility and is not included in the fixed price.

Liability

Heatable shall not be liable if we are unable to carry out the installation or provide services due to circumstances beyond our control (a force majeure event) or unforeseeable circumstances. We will notify you as soon as reasonably possible and endeavour to rearrange the installation.

Heatable shall not be liable if we are unable to carry out the installation because you do not allow us access to the property.

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

We will not be liable for any costs or losses that do not arise as a foreseeable consequence of our breach of contract or negligence. In particular, we will not be liable for:

• Any loss of income or business;

• Any loss of use of the Heat Pump System where it has not been installed, maintained or used in accordance with our instructions;

• Any failure on your part to obtain the necessary permissions or consents for installation; or

• Any redecoration or alteration works required following installation.

Heatable will not be liable for any amount granted under the Boiler Upgrade Scheme, Home Energy Scotland Grant and Loan, or any other government grant scheme. It is the Customer's responsibility to apply for and comply with the conditions of any applicable grant.

Warranty

11.1 12-Month Workmanship Warranty

As standard with every installation, Heatable provides a 12-month workmanship warranty covering products, pipework and electrical equipment installed by us. This warranty guarantees that the installation has been carried out with reasonable skill and care and in accordance with applicable MCS standards.

Items excluded from the workmanship warranty include:

• Products or components not installed or supplied by us

• Existing products or components that the new system was fitted alongside (for example pre-existing radiators, pipework or controls)

• Cosmetic, decorative or building fabric items

• Drainage blockages or utility supply issues

• Compensation for downtime

• Misuse of equipment or accidental/deliberate damage

• Properties used for commercial purposes

• Interference by third parties

If Heatable attends to investigate an issue and no fault is identified, or the fault was caused by Customer misuse, damage or third-party interference, we reserve the right to charge:

• £65 + VAT callout fee

• £45 + VAT per hour thereafter

• Parts at trade price + 15% + VAT

11.2 Manufacturer Product Warranties

Following installation, your heat pump and associated equipment are covered by the relevant manufacturer's warranty. Warranty durations are specified on your order and depend on the products selected. Heatable will register your products with the manufacturer directly.

In rare cases, new products may not function correctly when first installed (a 'zero-hour failure'). In such circumstances the manufacturer will attend to repair the product; Heatable will liaise with the manufacturer to arrange the earliest possible visit.

To claim under a manufacturer warranty during the warranty period, contact the manufacturer directly. Contact details will be provided in your post-installation documentation.

11.3 Third-Party Products

For products included in your Heat Pump System that are not supplied by Heatable (for example pre-existing radiators or pipework), Heatable does not provide a separate product warranty. Any guarantees for such components will be provided by the original supplier.

11.4 Your Statutory Rights

The Warranty is in addition to, and does not affect, your legal rights under the Consumer Rights Act 2015 or any other applicable legislation.

11.5 Maintaining Your Warranty

To maintain the manufacturer's warranty on your heat pump, an annual service is required. Heatable can assist with this, or any suitably qualified MCS-certified engineer may undertake the annual service. Please contact us for further details on 0330 113 1333.

Warranty Exceptions

The Warranty does not apply to malfunctions, defects or issues arising as a result of:

• Defects in, or improper or negligent use of, a pre-existing system or components not supplied by Heatable;

• Improper or negligent use of the Heat Pump System, or failure to use it in accordance with the owner's manual or Heatable's instructions;

• Failure to carry out required annual servicing or maintenance;

• Lightning, storm, power surges, fire, flood, earthquake, explosion or other natural disaster;

• Accidental damage, vandalism or other violent, forceful or negligent acts (whether intentional or not, including damage caused by animals or falling objects);

• Rooms not being equipped with radiators or heat emitters of the size and specification recommended by Heatable, resulting in inadequate temperatures;

• Moving the heat pump unit or any associated components to a different property or location without our prior written consent;

• Any tampering with or unauthorised alteration of the Heat Pump System, including use of unapproved software, firmware or connectivity solutions;

• Any unauthorised repair work carried out by you or third parties;

• Combining the Heat Pump System with other items not intended to be used with it;

• Any extension to or modification of your home after installation that materially affects the designed capacity of the system;

• Failure to maintain Wi-Fi or data connectivity required for remote monitoring and optimisation;

• Grid or supply issues, including voltage fluctuations, frequency variations or power interruptions outside Heatable's control;

• Failure to comply with manufacturer or Heatable instructions regarding operating limits or environmental conditions;

• Failure to allow Heatable to perform required maintenance or optimisation operations; or

• Any other factor outside our control.

If your Heat Pump System fails within the Warranty Period and is covered by the Warranty, contact us as soon as reasonably possible. If you do not report a defect within two months of discovering it, you may lose your right to have it remedied under the Warranty.

You must not allow third parties to carry out repairs or work on the Heat Pump System without our prior written consent. Unauthorised interference may invalidate the Warranty.

If we are unable to repair the Heat Pump System under the Warranty, we will replace the defective component or product, or refund the relevant purchase price.

If you sell your home with the Heat Pump System in place, the Warranty may be transferred to the new owner. Please notify us of any change of ownership by emailing [email protected].

Emission Rights

"Crediting Period" means the period during which greenhouse gas emission reductions generated through the operation of your Heat Pump System can be registered, verified and credited under any applicable emissions reduction scheme.

"Emission Rights" means all rights, title and interest in and to the greenhouse gas emission reductions resulting from the operation of your Heat Pump System.

By accepting these Terms, you assign to Heatable exclusive ownership of all Emission Rights generated by your Heat Pump System during the Crediting Period. You acknowledge that Heatable (or its nominee) has the exclusive right to benefit from, register, sell, transfer or otherwise deal with all Emission Rights.

You agree not to claim, sell, transfer or otherwise deal with any Emission Rights or carbon credits associated with the Heat Pump System. You shall indemnify Heatable against any loss or liability arising from any breach of this section.

Grid Optimisation and Remote Operation

You acknowledge and agree that Heatable may, from time to time, remotely monitor, control or adjust the operation of your Heat Pump System for the purpose of optimising energy performance, efficiency and/or for grid balancing purposes. This may include temporary adjustments to operating schedules or setpoints.

Any such optimisation will be compatible with your system settings and will not materially impair your access to heating, hot water or other core functions.

Heatable may carry out such optimisation directly or through an authorised third party acting on its behalf.

All data associated with optimisation activities will be handled in accordance with Heatable's Privacy Policy, available at heatable.co.uk/new-boilers/privacy.

Privacy and Personal Information

You agree that Heatable may use any personal data you provide in accordance with our Privacy Policy, available at heatable.co.uk/new-boilers/privacy.

Where required under the Boiler Upgrade Scheme or any other applicable government grant or scheme, we will share your email address, property address, meter point administration numbers (MPANs/MPRNs), installation records, metered energy consumption, energy export data and other associated records with relevant government bodies, scheme administrators or network operators for compliance and administration purposes.

By accepting these Terms, you agree that your information may be processed and used as described above and in our Privacy Policy.

Complaints

We hope you will not have cause to complain, but if you do, please contact us:

• Phone: 0330 113 1333

• Email: [email protected]

• Post: Heatable Ltd, The Old Rectory, Winwick, Warrington, WA2 8LE

Please provide as much information as possible to help us resolve the issue. We will investigate all complaints. If a matter cannot be resolved between us, it may be referred to an Alternative Dispute Resolution (ADR) provider. Details will be provided upon request.

General Legal Provisions

These Terms are governed by and shall be construed in accordance with the laws of England and Wales.

Heatable may transfer, subcontract, assign or novate any or all of our rights or obligations under these Terms without your consent.

If any provision of these Terms is or becomes invalid or unenforceable, the remaining provisions shall continue in full force and effect.

These Terms do not affect your legal rights under the Consumer Rights Act 2015 or any other applicable legislation.

We reserve the right to update and amend these Terms at any time. We encourage you to check our website for the latest version before placing an order.

Contact Heatable

Phone: 0330 113 1333

Email: [email protected]

Website: www.heatable.co.uk

Address: Heatable Ltd, The Old Rectory, Winwick, Warrington, WA2 8LE

Heatable Ltd | Registered in England and Wales No. 08804726 | FCA FRN 805259 | MCS #NAP-68602 | RECC #00078194 | TrustMark #3255935