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Boiler Installation Terms & Conditions

Contract Overview

All the terms of the contract between the Heatcare Group Ltd and the Customer are contained in this document and any written specifications provided to the Customer. Changes to the terms are only valid if they are written and signed by the party agreeing to them.


Heatcare Group Ltd, having discussed with the Customer the requirements for installing the heating products listed in the quotation, may need to carry out a survey to take detailed measurements and or specifications, and any Contract is subject to the surveyor’s report and findings. Heatcare Group Ltd reserves the right to decline the work detailed on the Contract based on the surveyor's judgment. In such cases, Heatcare Group Ltd's liability is limited to refunding any deposit paid by the customer, which will be done promptly.

Delivery and Installation

Delivery/installation timescales start after settling order details and receiving any applicable deposit. They are approximate and may be affected by factors like fires, strikes, lockouts or other events beyond Heatcare Group Ltd's control. If the Installation Date changes due to engineer availability, Heatcare Group Ltd is not liable for compensating Loss of Earnings. Efforts will be made to inform the customer of date changes promptly. The contract will still be completed within a reasonable time.

Working Hours and Overtime

We will carry out the work during working hours 9am-5pm on Monday to Friday and 9am-1pm on Saturday, but we may need to use a reasonable amount of overtime to achieve completion. This may include additional days for the installation when planned. We request that your approval of such overtime is granted, although we will minimise any disruption or inconvenience. If you request any overtime, unsociable working hours or special arrangements that are not in the quotation, we may need to amend the quotation. These charges will be explained at the time and agreed by the customer prior to the overtime or unsocial working hours commencing. We will need access to the property at all reasonable times while the work is being executed and would expect free use of water, electricity and gas to enable us to complete the work in accordance with this Contract.


Payment of the Contract balance is upon satisfactorily completion of the work to your reasonable satisfaction. When payments have be made to Heatcare Group Ltd’s agent or representatives, Heatcare Group Ltd must retain a copy of the Contract or invoice with the payment indicated and receipted by the person who handed over the payment.

The Contract price quoted is subject to any changes in Value Added Tax.

Overdue Balance

Interest at 1% over Bank base rate, will be charged on any overdue balance until payment is made. Heatcare Group Ltd retains ownership of supplied goods until fully paid. The guarantee becomes null and void if payments are late or conditions are not followed. Payment can be withheld in case of a valid claim, such as damage or faulty goods.

Delays and Cancellations

If the Customer requests work suspension or cancellation, or if there is a lack of instruction or other delays beyond Heatcare Group Ltd’s control, any extra expenses or losses incurred shall be chargeable to the customer along with reasonable addition for administration and overhead costs. This condition shall does not affect any of the Customer’s statutory or common law rights.

On the day of completion, should our engineer not be able to commission the new boiler fitted by Heatcare Group Ltd due to an existing problem with the existing system which requires another visit / separate visit, a commissioning charge of £90.00 including VAT would be made.

Property Permission

It is the Customer’s responsibility to ensure that any licence, permit or other authority necessary for the execution of the work is obtained and that existing property boundaries are correctly defined.

Property Damage

While every care will be taken by Heatcare Group Ltd, we accept no liability for any damages – except for negligence on our part – to plaster work, decoration, flooring etc., unless specifically provided for in the quotation. We will repair cuts or holes made for equipment but won't permanently finish or redecorate. We'll reinstate floorboards as needed, but special or laminated floors cannot be permanently re-fixed. We'll do our best to re-lay lifted carpets, but we are not responsible for carpets that are nailed or glued down. Expect that some redecoration may be necessary, and it is the customer's responsibility; this is not included in the price. The company is not responsible for damage due to structural defects unless it results from the company's negligence, its employees, workers or subcontractors.

Our engineers may need access to the main property or garage roof for installations like vertical flues or loft condensation pipes. While we will be as careful as possible, we are not liable for roof damage during access, unless it results from Heatcare Group Ltd's negligence, its employees, workers or subcontractors.

If brickwork, stonework, or masonry needs repair (e.g., original flue position from an old boiler), the Customer must supply the necessary bricks with the correct quantity. Heatcare Group Ltd won't provide these unless specified in the quote. We cannot guarantee a perfect brick match, but our engineers will complete the work to the best of their ability.

Warranty and Guarantees

New central heating systems/upgrades have a 12-month labour warranty from the installation date. No guarantee is provided for existing components connected to, and Heatcare Group Ltd is not responsible for their failure or defects in the original system (e.g., Radiators, pumps, Pipework, Showers, Taps). This includes issues due to changes in water pressure during the conversion from a tank-fed supply to mains or sealed systems.


Pipes must be accessible, and so we will not normally bury them in solid floors or walls. Pipes will therefore be exposed in these cases. Boxing in of pipework is not included unless specifically detailed in the quotation. If we remove boxing, it will be up to the engineer’s discretion whether to put it back.

Additional Issues with Your System

Heatcare Group Ltd's quote is a fixed price for the specified boiler installation. It does not cover existing problems we may find with your gas, heating, plumbing or electrical system during installation. If we discover issues, we'll promptly inform you, and a separate quote for any extra work needed will be provided.

Where combination boilers are supplied, hot water flow rates will be reduced if more than one tap or outlet is used simultaneously. This is not a fault and is a characteristic of most combination boilers.

Dangerous Materials

The price we quote does not include the cost of removing any dangerous waste materials, such as asbestos, that we could not reasonably identify when we gave you your quote. You can call a specialist contractor to remove these dangerous materials, or we may be able to arrange for them to be removed at an extra cost. When asbestos is removed, you will need to produce a “site clearance for reoccupation” certificate, which you can get from the asbestos removal company, before we continue to work at your property.

Non-Dangerous Materials

The price we quote includes removing all non-dangerous materials, including your old boiler and central heating parts we replace.


Unless specified otherwise in the quote, Heatcare Group Ltd will connect to your home's existing electrical system. If the boiler location changes, a new fused spur may be needed, but this is not included in the quote unless stated. If no fused spur exists, the boiler will be commissioned on a temporary supply, and it is the homeowner's responsibility to upgrade the electrical supply to meet current regulations.

If the boiler is to be installed in the loft or at another high location, it is the customer’s responsibility to install any relevant accessibility parts such as fixed loft ladder, lights, fixed surface/platform, handrails, etc. in-line with current building regulations.

If your quote includes converting from a tank fed hot water and/or heating system to mains pressure hot water or sealed heating, your existing system will be subject to increased pressures within the pipework and Heatcare Group Ltd does not accept any responsibility for any issues that occur as a result of doing so.

Your quote assumes that the existing gas supply pipework will supply an adequate amount of gas to the new boiler (according to the replacement boiler manufacturer’s minimum requirements) and that no more than a 1mbar pressure drop is recorded across this pipework, unless otherwise stated. Any upgrade needed to achieve these requirements will be chargeable and quoted in advance of any work commencing. You are free to put this additional work to tender, and likewise ask Gas Safe Register to confirm this for you. However please note, a return visit to commission and test this so that we can sign the boiler off will be chargeable at £90.00 including VAT.


Unless stated otherwise, your quote will include a 2-hour powerflush of the existing heating system using cleaning chemicals. This process runs chemicals through the heating system via a powerful powerflush machine to remove sediment which could damage your new boiler. Further flushing may be required for heavily contaminated systems, and we will provide the necessary quote.


There are many factors which can cause contamination within a heating system following installation, therefore Heatcare Group Ltd accepts no responsibility for any issues that occur because of this. Open vented systems are particularly susceptible to contamination, which can be accelerated due to additional oxygenated water entering the system diluting inhibitor levels.