1. Scope of Works
The quote provided by Boilergurus covers only the specified scope of work and parts agreed upon in the job specification. Any additional work outside the quoted scope will require a new quotation and prior approval from the customer. Boilergurus is not responsible for addressing additional system faults or preexisting issues that were not agreed upon, including but not limited to:
2. System Faults and Preexisting Issues
Boilergurus cannot be held responsible for any faults or failures in the preexisting system installation and respective pipework that have not been attended to by Boilergurus. This includes but is not limited to leaks in radiators or radiator valves, leaking drain valves, balancing of radiators, faulty showers, taps, toilets, blockages in system pipework, or other fixtures that have not been replaced or modified by Boilergurus. Issues unrelated to the work carried out, quoted for, or parts replaced and installed by Boilergurus are not covered. Boilergurus is not liable for the failure of components in the existing system that have not been replaced or modified by Boilergurus.
3. Increased Water Pressure
When converting a system to a mainspressured setup, the water pressure in the property will increase by approximately 23 times, placing additional stress on existing pipework, valves, and fittings. Boilergurus cannot be held responsible for any leaks that may occur in preexisting plumbing, including but not limited to:
4. Gas Tightness Test
Prior to any gas work, a gas tightness test will be conducted. If a gas leak is detected at the meter, indicating an existing leak in the property, it must be identified and repaired before any work can proceed. The extra time required to detect and repair the gas leak will be in addition to the original scope of works and will be chargeable at our standard hourly rate, prorata.
5. Liability for Additional System Parts
Boilergurus cannot be held liable for the failure of any parts within the system that were not part of the work carried out, included in the quote, or replaced by Boilergurus. If additional work is recommended or if previously undetected faults are identified, Boilergurus will notify the customer and provide a separate quote for these services.
5.1. Boilergurus will not accept any liability whatsoever for any materials or products supplied by the customer, including but not limited to, the suitability of such materials or products for the services.
6. Warranty Limitations on Reused External System Controls
Boilergurus does not provide a warranty for any reused external system controls, including but not limited to:
7. Parts and Materials Pricing
Boilergurus does not mark-up parts and materials and passes on all items to customers at trade prices without profit. While Boilergurus strives to provide an accurate list of parts and materials during the quotation process, it is not always possible to foresee the need for additional materials until work begins.
8. Hidden Issues, Additional Materials and Labour
On rare occasions, the removal of existing systems (e.g., boilers, cylinders, or flues) may reveal hidden issues once walls, floors, or floorboards are opened. These may include, but are not limited to:
Unexpected Structural and Pipework Issues:
Electrical Issues:
Additional Fittings and Materials:
Potential Hazardous Materials:
Drainage and Valve Issues:
In the event that additional labour or materials are necessary due to these hidden issues, Boilergurus will promptly inform the customer and provide a separate quote for the additional work and materials required.
9. Additional Labour
If the associated labour required is substantially more or different from that specified in the original job quotation or as informed by customer, Boilergurus reserves the right to provide the customer with an updated quote for the additional labour.
10. Unusual Construction of Walls for Core Drilling
In the event that the external wall is of unusual construction (e.g., reinforced concrete), core drilling may exceed the allocated time of 30 minutes. Should this occur, extra labour charges may apply. This situation is rare, occurring in only 1% of core drilling jobs. It is not possible to assess the wall’s construction prior to work unless render is removed and the wall is drilled and tested, which is not feasible during the quotation process.
11. Electrical Works in Boiler or Cylinder Installations
Unless explicitly quoted, existing electrical cabling will be reused and reinstalled.
11.1. If cables are deteriorated, burnt, unsafe, or incorrectly installed, additional work may be required and quoted depending on the extent and location of the necessary upgrades.
11.2. If existing fused spur switches are deemed unsafe, cracked, or burnt out, additional works will also be quoted, including replacing them to ensure electrical safety compliance.
12. Call-Out Charges
12.1. Definition of Call-Out Charge: A standard callout charge of £150 applies, which covers the initial visit and the first hour of diagnosis or repair. Additional work beyond the first hour will be charged at the prevailing hourly rate, prorata.
12.2. Call-Out Charge for Cancellations: A callout charge of £150 will apply for any cancellations made after a Boilergurus engineer has attended the scheduled appointment. Boilergurus does not charge a cancellation fee if a onehour appointment is cancelled at least 4 hours prior to the scheduled time.
12.3. Call-Out Charges for GasRelated Jobs: If Boilergurus is called out for a gasrelated job and there is no gas supply to the property, the callout charge is still applicable. This includes but is not limited to situations such as:
12.4. Incorrectly Sized Gas or Other Appliances: If Boilergurus is called out to replace a gas or other appliance (e.g., hob or gas cooker) and the appliance size is incorrect, the callout charge remains applicable.
12.5. Incompatible or Incorrectly Specified Parts: For installations of gas or plumbing appliances, if a customerprovided part is incorrectly specified, incompatible, or unable to fit (e.g., radiators, hobs, ovens, toilets, or taps), the callout charge will apply.
12.6. Inaccurate Information Supplied by Customer: If, for example, a quote was based on draining a pressurised system but it transpires that it is a gravityfed system, which takes twice as long to drain and refill, the callout charge will apply.
12.7. CallOut for Boiler or Cylinder Service vs. Breakdown: In the event a callout is requested for a boiler or cylinder “service” but is subsequently determined to be a breakdown requiring diagnosis and repair, the fixed service rate will not apply. Instead, diagnosis and repair services will be charged at a minimum rate of £150 per hour, calculated on a prorata basis, with the final cost adjusted based on the actual assessment and nature of the fault.
12.8. Recall Charges for Unrelated Issues: If Boilergurus is requested to attend for a freeofcharge recall following our works, and it transpires that the recall is unrelated to our work—for example, if a customer reports a leak and there is no leak, or the issue and fault reported are unrelated to our work—our standard callout charge applies.
13. Transfer of Liability
If subsequent to our installation it is evident that a third party has worked on or amended our installation or any pipework, Boilergurus is no longer responsible for any fault or failure of that installation. Responsibility or liability transfers entirely to the third party who has made such amendments, and our guarantee will be voided. For example, but not limited to:
14. Complaints Procedure
Complaints must be submitted via email at info@boilergurus.com or through our business WhatsApp at 0207 101 4370, following the outlined format.
14.1. Submission Timeline: Complaints must be submitted within 7 days of the installation or service date.
14.2. Required Information:
14.3. Supporting Evidence: Any other relevant documents or evidence related to the complaint must also include date and time stamps to support the claim.
14.4. Submission Method: Complaints should be submitted via email or WhatsApp as provided above.
14.5. Response Time: We will respond to all complaints within 2 business days of receiving the complaint.
14.6. Resolution Process: After reviewing the complaint and supporting evidence, we will schedule a callout or request further clarification if necessary. If, upon attending the callout, it transpires that the complaint is unrelated to the works carried out by Boilergurus, we reserve the right to charge a callout fee of £150 or apply a charge at the prevailing callout rate for unrelated works.
14.7. If you fail to notify us of any defect in the workmanship within the specified time or refuse to permit an inspection in accordance with this clause, we will not be liable in respect of any defects in the services.
15. Parties to the Contract
15.1. Parties to the Contract: This agreement is made between the customer, whose details are specified on the quote and invoice, and BOILERGURUS LIMITED (hereinafter referred to as “the Company”). The customer is the person or entity that has instructed the Company to perform the services outlined in the quote or invoice.
15.2. NonTransferability: The rights, benefits, and obligations of the customer under this contract are personal and nontransferable. This agreement cannot be assigned, transferred, or delegated to any third party without the express written consent of the Company.
15.3. ThirdParty Liability: The Company shall not be liable to any third party for any claims, losses, or damages arising from or in connection with the services provided under this agreement. The Company’s liability is limited solely to the customer as identified on the quote and invoice.
15.4. Exclusion of ThirdParty Rights: No third party shall have the right to enforce any term of this agreement, whether under the Contracts (Rights of Third Parties) Act 1999 or otherwise.
16. Scope of Boiler Installation
A boiler installation does not alter the heat distribution between individual radiators and does not include running new pipework to radiators unless explicitly specified in the quote. All radiators and their respective pipework will remain untouched and left in their preexisting state and condition.
17. Boilergurus’ Responsibility for Radiators
Boilergurus is not responsible for the working condition or efficiency of individual radiators following a boiler installation. This includes, but is not limited to:
18. PostInstallation Protocol and Indicators of a Successful Installation
Upon completion of a boiler installation, Boilergurus will bleed all radiators to remove air from the system. Beyond this step, unless radiator installation or specific radiator work has been quoted for, Boilergurus is not responsible for the performance or faults of individual radiators.
installation has been successful, as a faulty installation would result in the entire heating system failing, with the boiler cutting out. In cases where only certain radiators are cold, the issue lies with the individual radiators, balancing, or preexisting pipework, none of which are covered under a boiler installation quote.
19. Additional Work and Charges
If engineers on site are asked to address or repair radiator issues as described above, this additional work will be chargeable. Similarly, if Boilergurus is informed after the installation that some radiators are cold and a repeat visit is requested, a callout charge will apply.
20. Pipework to Radiators
Boilergurus does not amend pipework to radiators unless explicitly quoted for. If the central heating and hot water systems are functioning correctly following a boiler installation, there is no fault with the boiler installation. Issues with individual radiators or pipework fall outside the scope of the boiler installation service.
21. Balancing of Radiators
Balancing radiators, which involves adjusting heat distribution to improve efficiency across all radiators, is not included in a boiler installation unless specifically quoted.
22. Processor Replacement Scope
Boilergurus will replace the digital shower processor as part of the preexisting system. However, we are not responsible for:
23. Responsibility for Supplied Parts
24. PreInstallation Checks
The digital shower and processor have not been tested or checked by Boilergurus.
25. Incorrect Part Supplied
If the customer provides an incorrect part and a return visit is required to install the correct shower processor, this return visit will incur an additional charge.
26. Right to Enter and Contractual Authority
You represent that you are the owner or lawful occupier of the premises where our services are requested. By entering into this agreement, you confirm that you have the right to permit us to enter and make alterations to the premises.
27. Authority and Indemnity
When requesting our services, you confirm that you have the right to grant access to your premises. If it is later found that you did not have that right, you hereby indemnify Boilergurus against all expenses and costs arising from performing the requested services. If you are acting on behalf of another person or will not be present during the services, you
acknowledge that the agreement is solely with Boilergurus and that you remain liable for all services rendered. For example, if you are a landlord, the person who grants access on site is considered by us to have the authority to sign any applicable invoices.
28. Formation of Contract
28.1. We will send you a quote and confirm your appointment. At that point, a contract is formed between you and Boilergurus for the selected service, subject to these terms.
28.2. If you choose not to proceed with further services beyond the first hour, or if our Engineer is unable to access your premises for any reason, a minimum Booking Fee will be charged as the Engineer’s travel and allocated time has been reserved for your request.
28.3. By accepting our appointment and allowing us to commence work at your property, you are deemed to have accepted the contract, regardless of whether you have formally accepted our quote via the online portal. This constitutes full acceptance of our Terms and Conditions.
29. Rescheduling or Cancellation Charges
Rescheduling or cancelling your booking will incur a charge unless you cancel or reschedule more than 4 hours in advance.
30. Labour Charges in Excess of the First Hour
If an Engineer enters your premises and carries out services beyond the first hour, subsequent labour charges will be calculated in 5 minute increments at our hourly rate. We will clearly communicate our charges (via confirmation email, verbally, or as part of an estimated quote). Where applicable, any parking fees (including congestion charges or parking fines) incurred by the Engineer will be added to your final invoice. Upon completion of the services, our Engineer will collect your signature on a Personal Digital Assistant (PDA) to confirm the logged hours. If you fail to provide a signature, our Engineer will sign on your behalf, and you will remain liable for all accrued fees (including any ancillary costs).
31. Access Issues and Booking Fee
If you book a service and we are unable to access the premises, you shall be charged our one hour Booking Fee. This applies regardless of whether any work is carried out, including situations where you forget the appointment or fail to provide access.
32. Additional Parts, Materials, and Equipment
All additional parts, materials, or equipment hires are subject to separate charges. Our hourly charges cover only the labour time of our Engineers. Specialist parts or materials will be charged as quoted, and we do not offer price matching.
33. Travel Costs
We do not charge for travel costs incurred by our Engineers unless you request that they visit a supplier on your behalf on the same day. If travel is required to collect a specialist part, the Engineer’s time will be charged on a pro rata basis in 5 minute increments.
34. Specialist Orders and Upfront Deposits
For parts, products, or materials requiring a specialist order, a minimum upfront deposit will be required. Once full payment is received, the ordered parts become your property. You remain liable for the full cost as quoted, and if we are unable to return any ordered parts from the supplier, you will be liable for the associated fees.
35. Payment Upon Completion
Charges become payable as soon as the service is deemed complete at your premises. We recommend that the person present during the service is responsible for payment. We accept payment via bank transfer or major debit cards. Delays in payment that result in the Engineer remaining on site may incur additional charges per our standard rates.
36. Estimations and Fixed Fee Quotations
We will usually provide an estimation or fixed fee quotation, which may be changed or withdrawn by us at any time before the completion of the service.
37. Basis for Estimations
Unless otherwise specified, any estimation provided (prior to our Engineer’s assessment) is based on the details you supply. We cannot be held liable for any additional costs arising from unanticipated services or parts that become apparent only upon inspection.
38. Quotation Expiry
All estimations and fixed fee quotations expire 28 days after issuance. If you do not accept a quotation within 28 days and later wish to engage our services, a new quotation will be required and previous prices are not guaranteed.
39. Variation After On Site Assessment
All quotations provided ahead of services are subject to change following our Engineer’s in person assessment. The initial quote is based on the minimum costs derived from your description and is subject to variation if further issues are identified.
40. Service Interruption
If you request that we stop work part way through a service, you shall be liable for all services delivered up to that point.
40.1. For hourly services, you will be charged for the time already spent.
40.2. For fixed fee services, you will be charged on the basis of work completed.
41. Payment Obligations
If you do not pay for services rendered with reasonable care and skill, we reserve the right to take legal action for recovery of the outstanding amount. Under consumer regulations, once the service is delivered, there is no cooling off period.
42. Right to Uninstall Unpaid Goods
Goods such as parts remain our property until full payment is received. If you refuse to pay, we reserve the right to uninstall the goods, and any additional time required by our Engineers for uninstallation will be charged at our hourly rate.
43. Liability for Incidental Property Damage
Boilergurus cannot be held liable for incidental damage to your property incurred during repair or installation work. This includes (but is not limited to) damage from small scuffs, scratches, or minor paintwork damage to bathroom suites, panels, furniture, tiles, floor coverings, walls, wallpaper, or any other items that might be incidentally affected during our service. By engaging our services, you acknowledge and accept that such incidental damage is at your own risk, and you waive any claim for remedy or repair for these minor issues.
44. Kitchen Units – Exclusion of Carpentry
In unusual circumstances, if adjustments or repairs to kitchen units are required following an installation, you agree to instruct a qualified carpenter to carry out such work at your own cost, as our quotation does not include carpentry. We may install a boiler adjacent to or within an existing kitchen unit, but we do not undertake any rebuilding, repositioning, or
modification of kitchen units, doors, or their height.
45. Customer Protection of Possessions
You must take adequate steps to protect and move your personal possessions and furnishings before our Engineers begin work. While we will make reasonable efforts to avoid causing damage, we cannot accept liability for any damage incurred to items that were not adequately protected or moved out of the working zone and access areas.
46. Rubble and Waste Disposal
Although our Engineers will be respectful of your premises, we are not responsible for cleaning up or disposing of building rubble, concrete, glass, plastic, radiators, or ceramic items (e.g., bathtubs, basins) after service completion. We can only arrange free collection for metal materials (such as boilers, cylinders, and copper pipework) generated during our
service.
47. Interest on Late Payments
If payment is not received when due, interest will be charged on the overdue amount at a rate of 8% per annum above the Bank of England base rate, accruing daily from the due date until actual payment is made.
47.1. In addition to interest, we reserve the right to recover any reasonable third-party costs incurred in the collection of unpaid invoices, including but not limited to fees associated with legal proceedings or professional recovery services.
48. Delays Beyond Our Control
We are not responsible for delays in service caused by events outside our control, such as traffic delays or third party failures. In such cases, we will inform you as soon as possible and take steps to minimise the delay.
49. Customer Rights on Service Quality
If you believe that the service provided was not carried out with reasonable care and skill, please contact us with photographic evidence and a detailed description of your complaint. We will investigate and attempt to rectify the situation. If our investigation determines that our service was performed appropriately, you will remain liable for the charges as per our hourly rate.
50. Termination of Contract
Boilergurus reserves the right to terminate the contract and claim compensation if:
50.1. Payment is not made when due, and remains outstanding 7 days after a reminder.
50.2. You fail to provide necessary information, cooperation, or access required to perform the service within a reasonable time.
51. Limitation on Compensation for Losses
We do not compensate you for losses caused by us or our services in the event that the loss is:
51.1. Unexpected: It was not obvious that it would happen and nothing you communicated to us before we accepted your order indicated that we should have expected the loss (i.e., the loss was unforeseeable in law).
51.2. Caused by a Delaying Event Outside Our Control: Provided that we have taken all reasonable steps as set out in our “Delays Beyond Our Control” clause.
51.3. Avoidable by Reasonable Action: Losses that could have been prevented by taking reasonable steps on your part, such as moving fragile furniture or possessions out of the way.
52. Liability for Business Losses
If you are a consumer, our services are provided for domestic and private use only. If you use our services for commercial, business, or resale purposes, our liability to you will be limited as stated herein.
53. Liability – Business Customers
Nothing in these terms shall limit or exclude our liability for:
Except as expressly stated, all implied terms under the Sale of Goods Act 1979 (sections 13–15) and the Supply of Goods and Services Act 1982 (sections 3–5) are excluded. Our total liability for all other losses shall be limited to the total sums paid by you for the service.
54. Major Damage – Notification and Remedial Process
If you experience major damage arising from our installation work—such as a leak leading to flooding, damage to ceilings, or any significant structural or property damage attributable to our negligence—you must notify us within 7 days of the completion of our installation or work. Your notification must include a written description and supporting photographic
evidence.
54.1. Investigation and Remedial Action:
We will promptly investigate the reported damage and document the damage. If it is established that the major damage was directly caused by our installation error or negligence, we will, within a reasonable timeframe, take appropriate remedial action to rectify the damage.
54.2. Exclusions:
We are not responsible for major damage that occurred due to pre existing conditions, factors outside our control, or subsequent third party actions after our work was completed.
54.3. Additional Charges:
Any call outs or additional remedial work that is determined not to be our fault will be charged at our standard rates, with a minimum booking fee applied as necessary. Important: We cannot be held liable if you do not provide us the opportunity to investigate the damage personally, or if you enlist third parties, as this prevents us from determining our liability. Any call outs attributed to claims for damage that are determined not to be our Engineers’ fault will be charged at our usual hourly rates (with a minimum of one hour Booking Fee if it is found we are not at fault).
54.4 We will not hold responsibility for damage to any part of your premises if such damage is wholly or partially due to an inherent defect or weakness in that part of the property or pre existing pipework not installed or worked on by us. This includes damage that existed prior to our work, damage in areas where our Engineers did not work, or damage caused by factors beyond our control.
55. Dispute Resolution
You retain the right to resolve disputes through the courts. These terms are governed by English law, and any claims may be brought in the English courts.
Final Acceptance
By engaging our services, you acknowledge that you have read, understood, and agreed to all of the above Terms and Conditions (both the Original Terms and the Additional Clauses). If you have any questions or require further clarification regarding any clause in this document, please contact us at info@boilergurus.com or via WhatsApp at 0207 101 4370.
TERMS & CONDITIONS UPDATED ON MAY 2024
