Terms and Conditions

JSW Heating Solutions Ltd
Telephone: 07847 893251
Email: jsw.heatingsolutions@gmail.com
VAT Registration No.: GB 421 7352 21

1. About These Terms

1.1 These Terms & Conditions ("Terms") apply to all quotations, estimates, bookings, installations, repairs, maintenance and other plumbing and heating services ("Services") supplied by JSW HEATING SOLUTIONS LTD ("we", "us", "our") to the customer ("you", "your").

1.2 By accepting our quotation, booking our Services, instructing us to carry out work, or otherwise engaging our Services, you agree to these Terms.

1.3 Where you are a consumer, nothing in these Terms affects any statutory rights you have under applicable UK consumer protection legislation.

1.4 If you are a business customer, different terms may apply where expressly agreed in writing.

2. Quotations and Estimates

2.1 Written quotations will describe, as far as reasonably possible, the proposed Services, materials, equipment and price.

2.2 Unless otherwise stated, quotations are valid for 30 days from the date issued.

2.3 A quotation is based on information reasonably available to us at the time it is prepared. Where existing installations, pipework, wiring, walls, floors or other components cannot reasonably be inspected before work begins, additional work may be required.

2.4 Where additional work is identified, we will normally explain the issue and provide the additional cost before proceeding where reasonably practicable.

2.5 If immediate work is reasonably necessary to make an installation safe, prevent further damage or restore essential services, we may carry out reasonable additional work with your authority.

2.6 Unless specifically stated otherwise, quotations do not include work that is not expressly described, including making good, decoration, specialist building work, asbestos removal, structural work, electrical upgrades or remedial work to defective existing installations.

3. Prices and VAT

3.1 Prices will be stated on the quotation, booking confirmation or other written communication provided to you.

3.2 Unless otherwise stated, prices are plus VAT.

3.3 If the VAT treatment applicable to the Services changes before completion, we reserve the right to adjust the VAT element accordingly.

3.4 Additional work, materials or services requested by you or reasonably required due to unforeseen circumstances may be charged in addition to the quoted price.

4. Booking and Appointments

4.1 We will make reasonable efforts to attend at the agreed date and time.

4.2 Appointment times are estimates unless we have expressly guaranteed a specific arrival time in writing.

4.3 We may need to rearrange an appointment because of emergencies, illness, severe weather, traffic, unavailable parts, supplier delays, or other circumstances beyond our reasonable control.

4.4 If we need to rearrange an appointment, we will make reasonable efforts to provide an alternative date or time.

4.5 You must provide safe and reasonable access to the property, relevant rooms, equipment and areas where work is required.

4.6 We may charge for wasted attendance where:

• you are not present when access has been agreed
• reasonable access is not available
• the property is unsafe to enter or work in
• the work cannot reasonably proceed because information or preparation required from you has not been provided; or
• you cancel or significantly change an appointment at short notice,

provided that any such charge is reasonable and permitted by applicable law.

5. Cancellation by You

5.1 If you are a consumer and the contract is entered into away from our business premises or online/by telephone, you may have a statutory right to cancel within the applicable cooling-off period.

5.2 Where you request that Services begin during any applicable cancellation period, you may be required to pay for Services properly performed up to the time you cancel, subject to your statutory rights.

5.3 Certain Services may be excluded from cancellation rights where the legal requirements for such an exclusion are met, including Services which have been fully performed at your request and with the required acknowledgement.

5.4 If you cancel an appointment outside any statutory cancellation right, we may charge a reasonable cancellation or wasted-visit fee where this has been clearly disclosed to you in advance and is legally enforceable.

5.5 Any deposit or advance payment will be dealt with in accordance with the quotation and applicable consumer law.

6. Cancellation by Us

6.1 We may cancel or decline to proceed with Services where:

• the property is unsafe
• access is not provided
• required information has been withheld or is materially inaccurate
• the requested work would be unlawful or unsafe
• necessary parts or equipment are unavailable
• the existing installation is unsuitable for the proposed work
• you fail to make a payment that is due; or
• circumstances beyond our reasonable control prevent us from carrying out the Services.

6.2 Where we cancel Services after receiving payment and you are entitled to a refund, we will refund the relevant amount in accordance with applicable law.

7. Carrying Out the Work

7.1 We will carry out the Services with reasonable care and skill, and in accordance with any building regulations or Gas Safe regulations.

7.2 We will use reasonable efforts to complete the Services within the estimated timeframe, but completion dates are not guaranteed unless expressly agreed in writing.

7.3 We may use appropriately qualified employees, subcontractors or specialist contractors where reasonably necessary.

7.4 We may need to isolate water, gas, electricity or heating systems temporarily while carrying out work.

7.5 We will take reasonable care to minimise disruption and damage to your property.

7.6 Where access requires removal of flooring, boxing, panels, kitchen units, plasterboard, tiles or other materials, you acknowledge that reasonable access work may be necessary and that making good may not be included unless specifically stated in the quotation.

8. Existing Installations

8.1 Plumbing and heating systems, particularly older systems, may contain worn, corroded, defective or non-compliant components.

8.2 We are not responsible for faults that:

• existed before we started work
• arise from components or installations that we did not supply or install
• result from normal wear and tear
• result from misuse, neglect or lack of maintenance
• are caused by water quality, pressure, electrical supply or other external factors; or
• arise independently from the Services we provided.

8.3 Where our work affects an existing system, we will take reasonable care, but cannot guarantee that an old or defective component will continue to operate following intervention.

8.4 If we identify an unsafe installation, we may be required to isolate or discontinue part of the system until it can be made safe.

9. Additional and Unforeseen Work

9.1 Additional work may be necessary where conditions differ materially from those reasonably apparent when the quotation was prepared.

9.2 Examples include:

• concealed leaks
• damaged or inaccessible pipework
• seized valves or fittings
• inadequate water pressure
• defective pumps or controls
• unsuitable flues or existing heating components
• corroded pipework
• blocked or damaged drains
• non-compliant installations
• defective electrical supplies
• structural or building defects; and
• asbestos or other hazardous materials.

9.3 Where practicable, we will inform you of additional work and its likely cost before proceeding.

9.4 If you instruct us not to undertake necessary additional work, we may be unable to complete the original Services or may leave the installation in a safe temporary condition where appropriate.

10. Materials and Equipment

10.1 We will supply materials and equipment of reasonable quality suitable for the agreed Services.

10.2 Where a particular make, model or specification is specified in the quotation, we will make reasonable efforts to supply that product.

10.3 If a specified product becomes unavailable, we may propose a suitable alternative of equivalent or better specification, subject to your approval where appropriate.

10.4 Manufacturer warranties apply separately to products and equipment where applicable.

10.5 We will not be responsible for defects covered by a manufacturer's warranty beyond any assistance we reasonably provide in pursuing a warranty claim.

11. Customer-Supplied Materials

11.1 We may agree to install customer-supplied materials or equipment.

11.2 Unless expressly agreed otherwise, we do not warrant the suitability, quality, compatibility or reliability of customer-supplied products.

11.3 We may refuse to install a product if we reasonably believe it is unsafe, defective, unsuitable or incompatible with the installation.

11.4 We are not responsible for delays or additional costs caused by defective, missing or unsuitable customer-supplied materials.

12. Boiler Installations and Heating Systems

12.1 Boiler installations will be carried out in accordance with the agreed specification and applicable requirements.

12.2 Unless specifically included, the quotation does not necessarily include:

• replacement or upgrading of the entire heating system
• replacement of all existing radiators
• remedial work to existing pipework
• electrical consumer-unit upgrades
• structural alterations
• extensive making good or decoration
• asbestos-related work; or
• upgrades required to unrelated parts of the property.

12.3 Where appropriate, we may recommend system cleaning, flushing, filters, water treatment, controls or other measures to protect the heating system.

12.4 We cannot guarantee the performance of an existing heating system where only part of the system is replaced or repaired.

13. Boiler Repairs and Fault Finding

13.1 Repair and diagnostic work is undertaken to address the reported fault or faults identified during our attendance.

13.2 A repair does not guarantee that the boiler or heating system will remain fault-free.

13.3 Boilers and heating systems contain multiple components which can fail independently. Repairing one component may reveal or be followed by another unrelated fault.

13.4 Where a repair is uneconomical or a boiler is beyond reasonable repair, we may recommend replacement.

13.5 We will not knowingly undertake unsafe work.

14. Gas Work

14.1 Where gas work is undertaken, it will be carried out by an appropriately qualified and registered engineer as required by applicable legislation.

14.2 Gas appliances and installations may be disconnected, isolated or otherwise made safe where we reasonably believe they present a danger.

14.3 We will provide any applicable certification required for the gas work undertaken.

14.4 We are not responsible for pre-existing defects in gas installations that are outside the scope of our Services.

15. Plumbing, Water and Drainage Work

15.1 We will take reasonable care when carrying out plumbing and drainage Services.

15.2 We cannot guarantee that clearing a blockage will prevent the blockage from recurring where the underlying cause remains.

15.3 Where a leak or blockage is caused by defective, damaged or inaccessible pipework, further work may be required.

15.4 Emergency measures may be temporary where permanent repair requires additional parts, access or specialist work.

16. Electrical Work

16.1 Where electrical work forms part of the Services, it will be undertaken only where we are appropriately competent and qualified to do so.

16.2 Certain electrical works may require certification, notification or inspection by an appropriate person or body.

16.3 We may recommend that electrical work outside the agreed scope is undertaken by a suitably qualified electrician.

17. Building Regulations and Certification

17.1 We will comply with applicable legal and regulatory requirements relevant to the Services we undertake.

17.2 Where certification is required for work undertaken by us, we will provide or arrange the applicable certificate where this falls within our responsibilities.

17.3 You remain responsible for obtaining any permissions or consents that are specifically your responsibility, unless we have expressly agreed in writing to obtain them on your behalf.

18. Making Good and Decoration

18.1 Unless specifically included in the quotation, making good, plastering, painting, decorating, tiling, flooring, joinery and other building work are excluded.

18.2 We will take reasonable care when opening up walls, floors, ceilings or other areas, but some disturbance may be unavoidable.

18.3 Where temporary access openings are required, we may leave the area safe but unfinished unless making good is included in the agreed Services.

19. Waste and Disposal

19.1 Disposal of ordinary waste generated by the Services is not included unless otherwise stated.

19.2 Removal and disposal of large items such as boilers, cylinders, radiators or tanks will only be included where stated in the quotation.

19.3 Hazardous materials, asbestos and specialist waste are excluded unless expressly agreed.

20. Payment

20.1 Payment is due in accordance with the quotation or invoice.

20.2 Unless otherwise agreed, payment is due on completion of the work.

20.3 We may require a deposit or staged payment for larger installations. The amount and payment schedule will be stated in the quotation.

20.4 We may suspend further non-emergency Services where an undisputed payment remains overdue.

20.5 If payment is overdue, we may charge interest and reasonable recovery costs to the extent permitted by law.

20.6 For business customers, statutory late-payment provisions may apply where applicable.

21. Retention of Title

21.1 Where permitted by law, goods supplied remain our property until payment for those goods has been received in full.

21.2 This clause does not affect your statutory consumer rights.

22. Workmanship Guarantee

22.1 Unless otherwise stated in writing, our workmanship is guaranteed for 12 months from completion.

22.2 The workmanship guarantee covers defects directly caused by our workmanship.

22.3 It does not cover:

• normal wear and tear
• misuse or accidental damage
• customer interference or unauthorised repairs
• failures of existing components
• defects in customer-supplied materials
• manufacturer's product defects
• damage caused by freezing, limescale, corrosion or water quality
• lack of maintenance
• external electrical, gas or water supply problems; or
• consequential failures unrelated to our workmanship.

22.4 Manufacturer warranties apply separately and may provide longer or shorter warranty periods for individual products.

22.5 Any warranty claim should be notified to us as soon as reasonably practicable after the defect is discovered.

23. Complaints

23.1 We aim to resolve complaints fairly and promptly.

23.2 If you are dissatisfied with our Services, please contact us using the details at the beginning of these Terms.

23.3 Please provide details of the work, date of attendance and nature of the complaint where possible.

23.4 We may request reasonable access to inspect the work before determining the appropriate remedy.

23.5 Where a defect is found to be our responsibility, we will take reasonable steps to rectify it in accordance with your statutory rights and any applicable guarantee.

23.6 You should give us a reasonable opportunity to inspect and, where appropriate, rectify alleged defective work before instructing another contractor, except where immediate action is reasonably necessary to protect health, safety or property.

24. Liability

24.1 Nothing in these Terms excludes or limits liability where it would be unlawful to do so.

24.2 In particular, nothing in these Terms excludes or limits liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited.

24.3 Subject to clause 24.2, we are not responsible for losses arising from circumstances outside our reasonable control.

24.4 We are not responsible for damage or loss caused by pre-existing defects, hidden conditions, defective customer-supplied materials, misuse, lack of maintenance or unauthorised alterations.

24.5 Where you are a consumer, nothing in these Terms limits your statutory rights or remedies.

25. Property Access and Safety

25.1 You must inform us of any known hazards at the property that could affect our ability to work safely.

25.2 We may stop work if we reasonably consider the working environment unsafe.

25.3 This includes, without limitation, unsafe electrical installations, suspected asbestos, structural instability, aggressive behaviour, hazardous substances, inadequate access or other serious hazards.

25.4 We may charge for reasonable additional attendance or costs arising from circumstances that were not disclosed to us and could not reasonably have been anticipated.

26. Pets and Children

26.1 You are responsible for keeping children and pets away from work areas and ensuring that our engineers can work safely.

26.2 We are not responsible for pets escaping from the property where you have failed to secure them appropriately.

27. Photographs and Records

27.1 We may take photographs of installations, equipment and completed work for the purposes of diagnosis, record keeping, certification, warranty claims and dispute resolution.

27.2 We will not use identifiable photographs of your property for marketing purposes without appropriate permission.

28. Data Protection

28.1 We will process your personal information in accordance with applicable UK data protection legislation.

28.2 Your information may be used to:

• provide quotations and Services
• arrange appointments
• process payments
• provide invoices and certificates
• administer warranties
• communicate with you about your Services; and
• comply with legal and regulatory obligations.

28.3 We will not sell your personal information to third parties.

28.4 Further information may be provided in our Privacy Notice.

29. Force Majeure

29.1 We will not be liable for delay or failure to perform our obligations where caused by circumstances beyond our reasonable control.

29.2 Such circumstances may include severe weather, flooding, fire, power failure, industrial disputes, transport disruption, supplier shortages, unavailable parts, government action, epidemics, or other events beyond our reasonable control.

29.3 We will make reasonable efforts to minimise the effects of such circumstances and resume Services as soon as reasonably practicable.

30. Subcontractors

30.1 We may use appropriately qualified subcontractors or specialist contractors to perform some Services.

30.2 We remain responsible for the Services we have contracted to provide, subject to these Terms and applicable law.

31. Consumer Rights

31.1 If you are a consumer, you have legal rights in relation to Services that are not properly performed.

31.2 Nothing in these Terms is intended to remove, restrict or replace any statutory right or remedy you may have.

31.3 Where a term in these Terms conflicts with a mandatory legal requirement, the mandatory legal requirement will prevail.

32. Business Customers

32.1 Where you are acting in the course of a business, the consumer-specific provisions of these Terms may not apply.

32.2 Business customers may be subject to separate agreed terms relating to payment, liability, cancellation and warranties.

33. Governing Law

33.1 These Terms are governed by the law of England and Wales.

33.2 Subject to any applicable consumer rights, the courts of England and Wales will have jurisdiction over disputes arising from these Terms or the Services.

34. Changes to These Terms

34.1 We may update these Terms from time to time.

34.2 The Terms applicable to your Services will normally be those provided to you or made available to you when you enter into the contract, unless a change is required by law or otherwise agreed.

35. Entire Agreement

35.1 The quotation, booking confirmation, these Terms and any other documents expressly incorporated into the agreement form the agreement between you and us in relation to the Services.

35.2 If there is a conflict between these Terms and a specific written quotation, the specific quotation will take precedence for the relevant Services unless otherwise stated.

Schedule 1 – Boiler Installation Terms

Where we install a new boiler, the following additional provisions apply.

1. The exact boiler model, controls, flue arrangements and associated equipment will be stated in the quotation.

2. The installation price is based on the property and system conditions reasonably apparent at the time of quotation.

3. Additional work may be required if concealed pipework, flues, electrical supplies, condensate arrangements or other existing components are found to be unsuitable.

4. We will register the installation with the appropriate scheme or manufacturer where this forms part of our agreed Services.

5. Manufacturer warranty periods are subject to the manufacturer's terms, conditions and registration requirements.

6. You are responsible for following reasonable manufacturer and installer maintenance recommendations.

7. Unless specifically included, ongoing servicing is not included in the installation price.

Schedule 2 – Emergency and Call-Out Services

1. Emergency call-outs may be charged at different rates from planned work.

2. The applicable call-out, attendance and/or hourly rate will be communicated to you where reasonably practicable before attendance.

3. Emergency attendance may initially involve diagnosis, isolation or temporary repair rather than permanent rectification.

4. If additional parts or specialist equipment are required, further charges may apply.

5. Where an emergency attendance occurs outside normal working hours, additional charges may apply as stated at the time of booking.

Back to Homepage