References in these conditions to ‘Heatable’, ‘Heatable Ltd’, ‘The Company’, ‘our’, ‘we’, and ‘us’ relate to Heatable Ltd, registered office, Glebe Business Park, Lunts Heath Road, Widnes, Cheshire, WA8 5SQ.
References to ‘Customer’, ‘the Customer’ and ‘you’ are references to the person to whom has purchased a product or service through Heatable Ltd.
The following terms and conditions constitute a distance only contract between Heatable Ltd and the customer.
Heatable Ltd is registered In England and Wales with company number 08804726.
Heatable Ltd are registered with the Information Commissioners Office (ZA120451) and treat all information supplied by customers as confidential. Information passed on will only be done so to fulfil the obligations set out within these terms and conditions.
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 are registered, regulated and monitored by Gas Safe (registration number: 627479).
Trademarks and other intellectual property of the Company are protected and not to be replicated or reproduced.
Photographs and imagery of boilers and components are subject to copyright, with all rights reserved. The use of any photographs or imagery featured on this website or the company’s promotional assets without the written permission of Heatable is prohibited. Any use of copyrighted imagery for commercial or personal purposes will be charged for, plus legal costs of the copyright owner and financial compensation for copyright infringement relating to commercial gains of the infringer or losses to Heatable Ltd. To check the copywrite status of imagery and photographs please email [email protected]
1. Obtaining a quote and the ordering process
The purpose of the online quote tool is to provide customers with a fixed, online price, for a boiler installation based on the information provided by you as the customer and the details, you provide refence your property and current heating system. Customers will be presented with a range of products from which they can select a replacement boiler, along with a selection of suitable additional services to support the new boiler. Replacement boilers are offered as part of a standard itemised package which includes installation by Gas Safe engineers. Customers have the option to proceed with a standard package or purchase additional products or accessories as part of a bundle, or individually as required.
If the customer wishes to proceed with the quotation provided, then they will be able to select an installation date via the booking calendar. Once an installation date is chosen the customer will then be required to enter their contact and payment information. Full payment is secured prior to installation whether that be through credit/debit card, Klarna or an approved and accepted finance agreement, subject to any required deposit as agreed in advance of the order. After this point, the order will be passed to the scheduling team and confirmations via email and/or telephone from the Heatable team will follow.
The customer needs to be aware that the quotations provided, are only valid and fixed for a seven-day period and will be honoured at the checkout. This is based on the data entered the quote tool being honest and accurate at the point of purchase.
If upon visitation of the site, any information provided by the customer is found to be false or inaccurate then your installation will be halted, and a member of our team will contact you to provide a re quotation based on the correct information. If you choose to proceed with this quotation, then appropriate provisions for payment are sought. We will then work with you to schedule a date for your installation. The customer must be aware that it is not always possible for this to be on the same day as the original installation date. If you decide not to proceed, we will cancel your order and issue a full refund, in the form of a credit agreement cancellation, with the deposit paid returned, or a full return payment to the card used for the purchase. In some cases, it will be the third-party finance provider that may be required to issue your refund.
Heatable reserves the right to refuse or cancel any order without prior notice and explanation.
The above terms are applicable for a telephone order in the same way, and all the required details will be recorded by a Heatable representative for them to process the order as required.
2. Selecting an appropriate product
Heatable will make recommendations for boilers and accessories based on the answers supplied to our pre-order questions. It is the sole responsibility of the customer to ensure the boiler and accessories they select are suitable in terms of dimensions, power, and performance. All the relevant information is listed for each boiler and accessories during the checkout process, and any questions should be asked and answered prior to placing and committing to an order.
3. Self-survey photographs
Following placing an order, the customer will be requested to upload or send photographs of their existing boiler, surrounding location, flue, external and internal location areas and other listed items and parts of your order confirmation. Help and guidance is provided on the upload link, if you are unable to upload the required photographs then alternatively these can be emailed to [email protected] with your order number and reference. If you are unable to provide photographs, then you must inform us by contacting the office by phone or email immediately.
Customers need to be aware that the photographs are required no later than 24 hours prior to your installation date and ideally within 4 hours after placing an order should an installation be booked for next day. Failure to provide the required photographs may result in a delay or cancellation to your order. These images are loaded at a client's discretion and will be held securely by Heatable as refence to the required install, and any after care questions that would require past imagery.
It is the sole responsibility of the customer to not upload irrelevant or offensive imagery as such action may result in legal prosecution.
3. General terms
Once you place an order via our online checkout or by telephone, your order is then accepted by Heatable, and a contract between Heatable and you as the customer will be formed, that contract will be subject to our terms and conditions. If you do not agree to these terms, please do not access nor use the Website. If you have any queries regarding these terms, then please contact us directly at [email protected], or alternatively by calling 0330 113 1333.
By placing an order, you are confirming you are the owner of the property detailed in the quotation or the email confirmation, or that permission from the owner has been granted.
The quotation and ordering processes provided are solely for domestic use. To place an order via the website you must be at least eighteen (18) years old, and you may not use the website for any commercial purpose or benefit. We reserve the right to make changes to any part of these Terms and Conditions, so please ensure you check the latest version prior to committing to an order with Heatable. We may modify or withdraw the quoting and ordering platforms (or any part of them) temporarily or permanently, and we shall not be liable to you or any third party for any modification to, or withdrawal of, the platforms, and you agree to use the platforms on this basis as laid out in our Terms and Conditions.
Any reviews or comments made by members of the public on this website are their opinions only, and do not form any part of the specification or advice given by Heatable about products or services we supply or are supplied by any third parties that Heatable may partner with.
Any concession, latitude or waiver allowed by Heatable at any time shall be without prejudice to their strict and full rights under this contract and shall not prevent Heatable subsequently exercising such rights.
This contract is governed by the laws of England and Wales. If there is any dispute between us, it will be dealt with by the courts of England and Wales if your property is England or Wales, and by the courts of Scotland if your property is in Scotland.
Nothing in this contract affects our legal rights or powers. Nothing in this contract affects any of your statutory rights that cannot be excluded by law.
4. Communication with customers
Throughout the process of booking and having your new boiler installed, Heatable will communicate with you both via telephone, email and by text message. There may of course be instances in which we will contact you with essential information or details affecting your installation, and our process of communications will be as follows -
Confirmation via a phone call, and/or text message upon placing an order
Email order confirmation
Photo upload request via phone call, email and/or text message
Pre-installation reminder -1 day before planned installation date via a phone call, email and/or text message
Courtesy phone call post installation
Review request link via email
Follow up documentation via email; relevant boiler registrations as required
Service reminders/offers via email or phone call
Heatable will share your contact and address information with your appointed installation engineer and along with any required suppliers prior to your installation. Should they need to make contact for any reasons including but not limited to; arrival time, access or technical queries, your provided telephone details will be shared to facilitate accordingly. This information will no longer be accessible to engineers or suppliers after your installation has been completed. Any information retained and how it is treated after that point falls under the responsibility of the appointed engineer and/or suppliers.
5. Respect towards Heatable employees
We are sympathetic to the nature of boiler installations and how it can be a stressful time, and an unwanted purchase. We, however, will categorically not accept abusive or threatening behaviour towards our staff through any contact channels. Should any of our team be treated in this manner, Heatable will cancel your order with immediate effect, incurring any relevant cancellation fees. Outside of the cancellation fee, a full refund and/or cancellation of any finance agreement will be provided by Heatable. Any serious instances of abuse or threats against our team will be reported to the relevant authorities.
6. Payment methods
Heatable offer a fixed pricing system, details and stipulations of which have been described earlier in our terms & conditions. Options and details on our payment methods are as follows -
To confirm the installation date, the payment process (including the completion of any finance documents) needs to be completed by the customer/and or representative before an insulation date can be confirmed.
Credit/Debit card
Heatable accept all major credit/debit cards. Should you choose this as your preferred method of payment upon checking out – the payment, in full, will be processed at that point. As per our fixed price model, no further amounts at all will be charged to your card unless requested and agreed to by yourself and all details will be stored under the GDPR act. All card transactions are processed securely through our payment merchant.
Finance
Heatable Ltd acts as a credit broker and not as a lender. All finance applications are processed through Heatab;e’s approved panel of lenders, details of which are available upon request.
Klarna
In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna:
Pay Later 30
Pay in 3 installments
Pay Now
7. Finance application process
During an online checkout transaction, the customer will have the option to choose finance as a preferred payment method. After this has been chosen, you will be directed to a digital finance application through one of our finance providers. Should you process your order with one of our team members over the phone, this application can either be completed during the phone call, or you can request that the application is sent to you via email for completion by yourself.
7a. Finance cancellation rights (14-day cooling off period)
As per your statutory consumer rights, should you take out a finance agreement to fulfil payment of your service(s) from Heatable, you will have the right to cancel this agreement within 14 days of commencement (commonly known as a ‘cooling off period’). Should your service from Heatable have been started or completed within this period and you choose to exercise this right, you will still be liable to make full payment to The Company (full prior agreed amount inc. VAT). This payment will need to be paid by credit/debit card or BACS transfer within 48 hours of your cooling off period being activated. Failure to make timely payment will result in The Companies legal pursuit of the outstanding balance.
8. Essential information about finance applications
Heatable have no authority or insight into the application decision of applications
Deposits, if chosen must be paid prior to an installation taking place. If the opportunity to pay this was not presented or completed during the on-screen checkout process, this deposit will need to be taken from a credit/debit card by telephone with one of the Heatable customer service team.
Should your finance application be cancelled prior to your installation, your booking will be automatically cancelled, and a rebooking will be required with the previous installation date not guaranteed.
9. Upgrades
Heatable offers a selection of upgrades which customers can add to a standard package. Customers should be aware that some upgrades will remove standard fit products from their package, as an example - selecting to upgrade to a Nest smart thermostat would remove the standard free thermostat from their package. Please note – Heatable are not liable for the strength of any connection required, to enable full controller usage within your property. This is the responsibility of the customer to confirm the required strength and supply.
Thermostats/Controls
If you select a smart thermostat, then it is important to understand that you will need a pre-existing Wifi and broadband connection to make full use of the smart features. If you do not have Wifi or a broadband connection, we can still install the product at your request, with limited features. It is the reasonability of the Customer to connect and download the relevant smart phone app, create an account, and set up the product to enable all smart features. For help doing this, please contact the manufacturer of the product directly. Replacement batteries (where applicable) are the Customers responsibility throughout the life of the product.
Nest – If you upgrade to a Nest Generation 3 smart thermostat, we will supply and install the thermostat, the heat link and a stand if required. We do not install Nest thermostats onto the wall unless your previous thermostat was hardwired, and suitable cabling is already installed.
Tado – If you choose to upgrade to Tado then we will install the Tado control box onto the boiler and mount the thermostat onto a suitable wall in your property. The thermostat is battery powered. Tado requires an internet bridge to be connected to your router, the bridge also requires power which may be connected via USB (if available or via a three-pin plug (supplied).
Hive – The Hive active heating kit we supply will be installed onto the boiler and the thermostat will be mounted on a suitable wall in your property. Hive can be installed on to a stand (not included). Hive requires an internet bridge to be connected to your router. The thermostat is battery powered.
Scale Reducers - Scale reducers are designed to reduce scale within the appliance. The scale reducers we supply are those that use magnetic energy to breakdown scale. They are not dosing products and require no maintenance. If you are in an area of hard water (above 200ppm) then a scale reducer is strongly recommended. The scale reducer is designed to be installed under the boiler, in a practical location.
Pro Flush - As standard we include a chemical flush to your system. For a more intensive clean and to improve efficiency, Customers may upgrade to a Heatable Pro Flush. The flush is carried out under normal system pressure and does not use an external pump. The purpose of the flush is to remove stubborn debris and sludge from the system using a combination of bespoke chemicals, high-powered magnets, and agitation equipment. A Pro Flush will not clear blocked pipework or system blockages, this will require pipework replacement (not included). To complete the Pro Flush, the engineer requires free access to each radiator in the property. If access to all radiators is not made available, these radiators will be omitted from the flush process. No partial refunds are offered in these circumstances. Once the Pro Flush has been completed, the engineer may complete a water test and issue a satisfactory certificate to the Customer. The workmanship warranty offered for Pro Flush is 12 months from the date of completion.
Central Heating Pump - If you have selected to replace your heating pump, then we will supply and install a replacement energy A rated pump with new valves (if required). The pump location cannot be moved without prior consent. The standard pump size we offer is 15-50/65. If you require a bigger pump size, please contact sales for bespoke pricing.
Zone Valves - If you have selected to add replacement zone valves to your system, these are priced individually and include supply and fitting. The price advertised is for either 2 port or 3 port valves with 22mm connections. If you require 28mm or 35mm valves, please contact sales for bespoke pricing.
10. Discount codes and price matching
Heatable’s pricing structure is fixed, we may, however, from time to time run discount codes and promotional campaigns. Customers need to be aware that only one form of promotion or discount code can be applied to any single order. We will always apply the highest discount value to an order in circumstances where more than one code is available.
Heatable offer a price matching service in which we agree to match any genuine like for like quotation for the same boiler make, model, output, installation service and warranty. Price matches are only accepted from VAT registered companies and when addressed to the customer. We do not match warranty or guarantee offerings that exceed those stated on our website. Details of the personalised price match must be sent to [email protected] on letter headed company paper, with a full breakdown of everything included within the competitor's quote.
The company does not allow discount codes or promotions to be used in conjunction with price match offers. This also includes discount codes or promotions applied by the competitor (i.e., the price match can only be applied to their ‘base level’ or ‘standard’ price.
For a Price Match to be completed, the company comparison must be Which accredited, to offer a like for like Price Match and service agreement standard.
10. 1 Price matching & Payment Methods
When price matching against a competitor, The Company will only offer to replicate the payment method of the competitor with the exclusion of cash, cheque payments and bank transfers (debit credit card payments will be offered as substitution). Interest free finance cannot be offered in conjunction with a price match where the competitor is not also offering this over the same term, with the same deposit amount.
11. Cancellations
You reserve the right to cancel your installation booking at any time prior to an installation being undertaken. To do so, we kindly request that you communicate this to Heatable at the earliest opportunity by telephone on 0330 113 1333 or email at [email protected].
1. Our obligation to you
Heatable installations are undertaken by our vetted sub-contracted engineers. All our contractors are fully qualified and Gas Safe registered with all relevant documentation and insurance. Furthermore, they have met our own exacting standards of workmanship and are fully approved by Heatable.
2. Your obligation to us
During the fulfilment of this contract, the customer agrees to provide a safe and respectful workplace for any persons attending the installation address. Persons attending a property to carry out work connected with this contract will leave the property if rude, abusive, or unsafe conditions are encountered. If this happens, it will be at the sole discretion of Heatable if a reattendance is arranged and what the charge for such a reattendance will be. In any event, no refund will be due from Heatable to the customer if the site is vacated for reasons of safety, abuse, or general rudeness.
3. Permits and permissions
Prior to any attendance by the Company, it is the Customer's responsibility to secure any permissions, licences or permits that may be required to authorise the work such as consent from property owners, building managers, leaseholders and covenants relating to listed buildings or areas of conservation.
It is the responsibility of the Customer to ensure there is adequate vehicle parking for the engineer to park their van within 30 meters of the entrance to the property. Any charges for parking or permits are to be paid for and arranged by the Customer or reimbursed to the Company.
It is the responsibility of the Customer to undertake a party wall agreement with any neighbouring properties where required in advance of the Company attending site to carry out work.
4. Inspection of site
The Customer (or their representative) must have complete control over the isolation of gas, water, and electricity on the installation date. If safe isolation of all services is not possible then the installation may have to be postponed re-scheduled or cancelled and a refund issued. All costs and coordination to renew or repair isolation points are the responsibility of the Customer.
The Company are only permitted to install gas appliances in domestic properties which are fitted with a domestic gas meter. If your property operates commercially or has a commercial gas meter installed, then we are unable to install any appliances and your order will be cancelled and refunded accordingly, less any costs incurred.
If, upon physical inspection of the site, it is determined that specialist equipment or a significant amount of extra work is required, then the Company will inform the Customer of any increase in costs prior to these costs being incurred. If the customer declines any extra equipment, work required or cost to facilitate the installation work they are entitled to a full refund.
5. The installation process
Depending on availability the materials will either be delivered to the property by our suppliers, or the appointed installer may bring them on the day of fitting.
In some circumstances, the materials will arrive to site before the installer does. On the installation day the Customer should be aware that deliveries start from 7.30am. Materials must be kept in a safe, dry place.
The existing system will be drained down where necessary and redundant materials will be carefully disconnected and removed from site where possible. Dustsheets will be used to protect your furnishings where appropriate.
Your old boiler will be de commission and removed. The new boiler will be installed on the wall, the pipes connected, and the condensing trap installed to the nearest drain or soak away.
If your gas supply pipe is required to be upgraded to meet current standards, then this will be completed as part of your fixed price quotation. The installer will discuss the routing of the gas pipe before starting work. If you do not agree to have the pipe upgraded, then the order will be cancelled, and a refund issued, minus any costs incurred at the point of cancellation.
If applicable, the fanned flue terminal will be carefully cut through the outside wall and sealed. Every care will be taken to minimise the disturbance of brickwork. If necessary, a suitable flue guard will be fitted and protection to eaves or soffits will be included where applicable.
The system will be charged with water and a chemical flush will be completed using approved manufacturer chemicals. If you have upgraded to a Pro Flush, this will be completed in place of the chemical flush. Once the flushing process is complete, corrosion proofer is added to your system. The brands of any chemicals and filters can change and will not always be the same as quoted or visually provided via any marketing material. All used items will meet current manufacturer standards and any appropriate legal requirement.
All wiring to the boiler, pump, and controls (if applicable) will be carried out to current BS 7671 standards and surface installed.
The installer will test and adjust the boiler and controls and leave the system in good working order. The Installer will ensure that you are satisfied with the work and that you understand the controls, as well as carrying out the required safety checks.
The boiler will be commissioned, and relevant paperwork completed. The installer will demonstrate to the customer (or their representative) how to operate the new boiler, controls, and accessories (if applicable).
Any redundant materials including but not limited to; your old boiler, packaging, hot water cylinder, storage tank and pipework will be removed as standard with every installation, providing it is safe and accessible to do so. Should your supplies or any equipment be accessed via loft, or roof access, we will not remove these from the property, but will ensure that they are made safe and redundant before completion of the install. Any removed items will then be disposed of or recycled in accordance with all relevant local authority and/or Government guidelines. If you wish to retain any of these materials, you must inform the Company at the point of order. We will not be liable to return or reimburse material value for such items after the installation has begun. No financial compensation will be issued for materials removed.
The engineer will take pictures and videos of your installed equipment for the Companies auditing process and for our own records. The engineer may also attend with other people including managers, supervisors, trainees, or apprentices. From time to time, the company may use these images for marketing or promotional purposes.
6. General installation terms
We have assumed that your property is in a good state of repair and contains no structural defects or weaknesses. We will not be responsible for any damage caused to your property because of any existing defects.
Whilst all reasonable care will be taken by the Company, it accepts no liability for any damage to existing plaster work, decorations, flooring etc which may be consequent upon the carrying out of the work detailed. Cuts or holes made to allow for equipment will be made good but not permanently finished or re-decorated. Floorboards will be reinstated or replaced where necessary, but special and/or laminated floors cannot be permanently re-fixed. Any carpets which are lifted will be re-laid to the best of our operative's ability, however, we cannot be held responsible for carpets which have been nailed or glued down. It should be anticipated that an amount of redecoration may be required, and this will be the customer's responsibility and is not included in the price.
We have also assumed that the existing heating and hot water pipework (not visible for inspection) will be of correct sizing and unaffected by blockages, incorrect falls, or leaks. Access, repair and making good unsuitable pipework is the responsibility of the Customer.
If the existing pipework has a level of sludge and or scale which a chemical flush cannot remove, the Company will not be accountable for the new boiler’s performance. If possible, the Company will offer to facilitate a Pro Flush for an agreed fixed price paid for by the Customer.
In some instances, the location of your existing boilers 'flue exit hole' may not be suitable, and a new hole will have to be drilled and the old hole will be made good and sealed. The redecoration of the visible sides of this hole to its pre-existing state is the responsibility of the Customer. No extra charges are applied for the installation of a new flue hole.
It may be necessary to remove decorative coverings such as tiles, boxing in or boiler cupboards to access pipework, flues or other components required to complete the works. Whilst all care and attention will be paid when removing said items It is the sole responsibility of the Customer to repair, modify or replace these coverings once the installation is complete.
The Company accepts no liability for any materials used during the installation process having variations in size, colour, texture and general appearance. When matching materials (such as bricks and tiles) to existing materials which are part of the house, a close match is often not possible due to older products becoming obsolete and the effects of weathering over time. The customer agrees to make available their own materials, at their expense, at the time of the work taking place if they would like a specific material (such as a matching brick) to be used.
Properties which are installed with specialist wall finishes such as render, timber, cladding, stone, or specialist mortar products will be made temporarily weather tight and will not be sympathetic to the building’s fabric. Reinstatement of these specialist finishes are the reasonability of the Customer no contribution will be made by the Company.
It is not possible for the Company to determine if your shower and your new boiler will be compatible. The Company will not be liable if your existing shower is not compatible for any reason with the new boiler. There are circumstances where compatible showers may still leak or not function correctly with your new boiler due to failed seals, increased pressure or worn cartridges. Showers including repairs or replacements are the responsibility of the customer and are excluded from the contract in all circumstances.
If new pipework is required to install your new boiler, then the route for these pipes will be discussed with you prior to work starting. Pipework will need to be installed in a way which makes the most functional sense from an engineering point of view, not simply aesthetically. Pipework may need to be surface mounted and clipped in place. We will not bury pipework in the walls or floors. Boxing in pipework is the sole responsibility of the Customer.
If your boiler is installed within a loft space, or you have selected to move it to your loft space as part of the contract, then building control regulations stipulate that the loft space is accessible by a fixed ladder, a fixed walkway is installed from the loft entrance to your boiler with a minimum of 1m2 of additional fixed boarding beneath the boiler's location. There must also be afixed light. All costs and coordination to bring the loft space to the relevant standard are the responsibility of the customer.
Debris will be removed from site as part of the fixed price, but this does not include the removal of any dangerous/hazardous waste material such as asbestos which we become aware of before or during the installation. It is the responsibility of the customer to arrange for the safe removal and disposal from site at their own expense and to provide the Company with a Clean Air Certificate as proof this work has been completed. We may halt an installation if a dangerous or hazardous substance is identified during the works. The installation will only resume once the dangerous or hazardous substances have been removed by the client or an associated company.
Sometimes products or raw materials may not be available as illustrated on the Company's website. Except for the boiler itself, some products may be substituted for items of equivalent regulatory standards. These items are limited to – chemicals, filters, standard controllers/thermostats, scale reducers, pumps, and valves.
Whilst every effort is made to ensure the delivery and installation timescales agreed during the ordering process are met, the Company reserves the right to delay installation without Customer compensation for example – material shortages, supplier delays, sickness, fires, strikes, illness, severe weather, terrorism, war, and any other causes beyond the control of the Company interfering with its execution or completion of the contract. Time shall not be deemed to be the essence of the contract. The Company are not liable for any loss of profit, loss of business, business interruption, loss of salary or holiday entitlement should delays, complications or rectification works occur.
Sometimes things do not go to plan with the installation of new equipment. The Customer agrees to give the Company and its engineers reasonable opportunities to rectify issues by providing access to the installation address and time to remedy any faults or problems. In addition to this, the customer agrees to minimise or avoid any losses it may suffer because of the actions (or non-actions) of the Company or the appointed Engineer. If remedial works are required, in the first instance your original installing engineer will return to rectify the issues. In the case of a recurring fault, the Company reserves the right to send an alternative engineer from our network at our sole discretion.
If your boilers flue (horizontal or vertical) cannot be accessed with standard 7m ladders or if obstacles such as conservatories, extensions or ground obstructions prevent safe access then specialist access equipment may be required such as fixed scaffolding or platforms. The Customer accepts that the Company cannot jeopardise the safety of engineers attending, and suitable access equipment may be required for which the Customer will pay directly for or will reimburse the Company for any incurred costs. All costs will be discussed prior to starting work and the Customer reserves the right to cancel and request a refund if they do not wish to pay for specialist access equipment. The Customer should be aware that there may be delays in arranging and erecting specialist equipment.
We have assumed that your existing radiators, valves, and external components are in serviceable condition. Replacement or renewal of existing external components are excluded from the contract.
We will make every effort to clean the workspace and to leave the property in a satisfactory state however, Customers must be aware that over a brief period following installation dust may settle on surfaces and provisions for additional cleaning may be required.
6. Combi boiler replacements
A combination boiler system in some circumstances is likely to provide a lower hot water supply flow rate than a conventional system. This is exaggerated when two hot supplies are used at the same time. The Company recommends, if you have a shower fitted within the property, you consult with the shower manufacturer to confirm that it will be compatible with a high-pressure system and will not leak.
When re-connecting existing or smart controls to new boilers we have assumed that the existing controller is in a serviceable condition, can be re connected to regulatory standards and is compatible with the new boiler. Any costs to replace or procure replacement parts for existing controllers are the responsibility of the Customer.
7. Regular/system replacements
We have assumed that any external components which are not included within the fixed price are in serviceable condition and meet current regulatory standards. All costs to renew or replace components such as hot water cylinders, header tanks, pumps, zone valves and controllers are the responsibility of the Customer unless falling as part of an optional upgrade package.
We are unable to convert regular boilers to system boilers.
In rare circumstances where your hot water is gravity fed or you have no independent control over your hot water and heating, then it is not possible to install a modern boiler without upgrading several additional components to meet current building control standards. If you did not select to upgrade these components at the checkout stage and upon arrival, we identify your system components require upgrading then we will provide a cost to do so, or you are entitled to cancel your order and request a full refund.
8. Converting to a combi boiler
When installing a combi boiler part of the installation process includes sealing your central heating system, hot water system and any previously tank fed cold water pipework and appliances. 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 reasonability of the Customer.
If you are converting to a combi boiler from a back boiler, the cost of relocating your boiler to a suitable area of your home is included in your fixed price. Our technical team and the engineer on the day will discuss the location of your new boiler. For technical reasons it is not always possible to accommodate installing the boiler in a specifically requested location. If we are unable to reach an agreement on the routing of pipework or location of the new boiler, then you are entitled to cancel your order and request a full refund.
When converting from a back boiler to a combi boiler the Customer must be aware that the fire which covers the back boiler will no longer be functional. This can be removed and recycled at the customer's request. Once the back boiler and fire are removed there will be an exposed chimney cavity. Making good this cavity including décor is the responsibility of the Customer.
Any water storage tanks in the loft which are decommissioned as part of the work will be left in place but will be safely drained and capped as appropriate. Water storage tanks can contain an accumulation of debris and sludge which may damage floor coverings or furnishings if tilted or disturbed when being removed, Heatable accepts no responsibility for any damage or disturbance as part of the install process.
If you have selected to reconnect your existing control to your new combi boiler, then they must be in working order and compatible with a combi boiler. Customers must be aware that some controllers including HIVE are boiler type specific and may need additional components to be fully compatible. Sourcing and paying for these components are the responsibility of the Customer.
1. Warranties, guarantees and compliance documentation
Following the completed works our administration department issue a notification to your local council building control and Gas Safe. A confirmation will be sent to your home address.
We will complete a CP1 gas safety record with every installation, a copy of which, is available upon request. If you are a landlord and require a CP12 certificate, this can be added at the point of ordering and will be issued alongside your CP1 gas safety record. We cannot retrospectively issue a CP12 certificate.
We will also register the boiler, controller, and accessories with the manufacturer of the products directly. Details or warranty durations will be specified on your order and outlined below. Some warranties (excluding the boiler) are parts only.
Once your boiler and relevant accessories have been installed, they are covered immediately by the manufacturer. In exceedingly rare occasions, new products may not function correctly when first installed. Manufacturers have strict QC processes however; parts can become dislodged in transit causing a zero-hour failure. The Customer needs to be aware that in the event of a zero-hour failure, the manufacturer will be required to attend site and repair the product, Heatable are not responsible to replace the product. We will liaise with the manufacturer to arrange the soonest possible date to attend and repair the product accordingly.
If you experience an issue with a product during the warranty period, you will need to contact the manufacturer to arrange a visit. If your product comes with a parts only warranty, and you are beyond the 12-month workmanship warranty offered by the Company, then you will need to arrange a third-party engineer to attend site to install the parts. The contact number and warranty/guarantee durations are listed below – and these are correect at the point of preparation, and are subject to immediate change -
Boiler & Flue: Specified on order, product dependant
Worcester Bosch - 0330 123 9559
Viessmann - 01952 675060
Alpha - 0344 8718760
Ideal - 01482 498660
Boiler filter: 10-year warranty on all filters Worcester
Bosch - 0330 123 9559
ADEY - 01242 546700
Controllers: 2-year parts only warranty
EPH Controls - +353 (0)21 434 6238
ESI - 01280 816868
Nest - 0330 123 9339
Tado - 020 38932059
Misc components
Replacement pumps - 2-year warranty (unless stated otherwise)
Replacement zone valves - 2 year warranty (unless stated otherwise)
Replacement radiators - 10 year warranty (unless stated otherwise)
Scale reducers - 10 year warranty (unless stated otherwise)
1.1. Important: Maintaining your warranty
In order to maintain the warranty/guarantee of your boiler, it will require an annual service to be completed. We will be able to assist with this, or, any Gas Safe engineer is able to undertake the service. Please contact us for more details.
2. 12-month workmanship warranty
As standard with every installation, we offer a full 12-month workmanship warranty. This warranty covers any products, pipework or electrical equipment installed by the Company. In some instances, we may instruct the manufacturer of the faulty product to complete on site repairs. The Company works proactively with both Customers and the product manufacturers/suppliers in such circumstances to rectify the issue as quickly as possible. Sometimes faulty equipment needs refitting which can cause significant delays and inconvenience; the Company will do all that it can to minimise disruption to the household.
Items excluded from the workmanship warranty include:
Products not installed by us
Products not supplied by us
Existing products or components which the new boiler was fitted alongside, for example hot water tanks, zone valves, radiators, or pre-existing pipework
Décor or cosmetic repair
Building fabric such as roof repairs, plaster, render etc
Drainage blockages or utility supply issues
Compensation for down time
Misuse of equipment, damage (accidental or deliberate)
Properties used for commercial purposes
Interference by third parties
If in the event the Customer requests a visit to investigate or repair an issue and upon attending the property, no issue is identified, or the issue was caused by Customer misuse, damage or third-party interference then the Company reserves the right to charge a reasonable fee outlined below:
£65+VAT callout
£45+VAT for each hour thereafter
Parts at trade price + 15% + VAT
In certain circumstances, we may request to preauthorise an agreed amount before attend site.
Unless explicitly pre agreed the Company will not reimburse the Customer for third party appointed labour to rectify an issue, regardless of fault.
