Terms & Conditions — Heat Control Ltd
1. Introduction
1.1 These Terms & Conditions (“Terms”) govern the supply of services and/or materials by Heat Control Ltd (“we”, “us”, “our”) to you, the customer (“you”, “your”).
1.2 By accepting a quotation or engaging our services, you agree that these Terms form the basis of the contract between you and Heat Control Ltd.
2. Definitions
“Quotation”: our written or emailed proposal specifying the work, materials, price and scope.
“Order” / “Contract”: the contract created when you accept the Quotation or pay any required deposit.
“Services”: any of the heating, boiler, plumbing pipework, AC, heat pump, maintenance or emergency services we provide.
“Property”: the address at which the Services will be carried out.
“Agreed Times”: the date(s) and time(s) agreed for access to the Property.
3. Quotations and Acceptance
3.1 All quotations are valid for 30 days unless stated otherwise.
3.2 The Quotation covers only the work and materials specifically listed. Additional work or materials will require a revised quote.
3.3 A contract is formed when we receive your written acceptance, confirmation to proceed, or any required deposit.
3.4 If circumstances change (e.g., material costs or unforeseen conditions), we may revise the Quotation. Work will continue only once you approve the updated quote.
4. Customer Responsibilities
4.1 You must provide full access to the Property at the Agreed Times. If access is not available, we may charge for wasted time or reschedule the appointment.
4.2 You must provide accurate information about the Property, existing systems, permissions (such as landlord consent), and any hazards or restrictions.
4.3 For servicing or maintenance visits, systems should be in a safe and workable condition. If they are not, additional charges may apply.
5. Payment Terms
5.1 Payment terms, including deposits and final payments, will be stated in the Quotation.
5.2 Deposits may be required for installations or major works. The final balance is payable upon completion unless otherwise agreed.
5.3 Late payments may result in interest charges, suspension of further work, or additional recovery costs.
5.4 Please note, we reserve the right to cancel or refuse future visits if an account has a history of unpaid or late invoices.
5.5 All works over £500 will be subject to at least a 50% deposit. All custom orders will require a 100% deposit due to materials being non-refundable. Deposits should be received and cleared (for the purpose of cheques) 2-3 weeks before work is due to be carried out (depending on the availability of materials). If a job is booked in sooner this time frame, we ask that you pay as soon as the invoice is received to avoid work being delayed. If you choose to cancel the job entirely, the deposits (excluding custom orders) will be refunded if cancelled within 2 weeks of the agreed appointment date. We reserve the right to keep hold of your deposit if jobs are cancelled outside of this time frame or we are unable to carry out the work in instances that are beyond our control, i.e. you not being ready for the work to start.
6. Scope of Work & Changes
6.1 We will carry out only the work described in the Quotation. Any variations, additions or upgrades must be agreed in writing.
6.2 If unforeseen issues arise (e.g., unsafe pipework, hidden defects, non-compliance), we will notify you and provide a revised quote before continuing.
7. Liability, Warranty & Limitations
7.1 We will provide services with reasonable care and skill. We cannot be held responsible for faults or failures in existing systems or components not installed by us.
7.2 We provide a 3-month workmanship guarantee on labour for installations, provided the system is used and maintained correctly and has not been altered by a third party.
7.3 Manufacturer warranties apply to equipment, boilers, AC units, heat pumps and components we supply. These are separate from our workmanship guarantee.
7.4 We are not liable for:
misuse, negligence or lack of maintenance;
wear and tear or age-related faults;
issues caused by third-party modifications;
consequential losses or increased energy costs.
7.5 Nothing in these Terms limits our liability for death or personal injury caused by negligence, or for fraud or fraudulent misrepresentation.
8. Cancellation and Rescheduling
8.1 You may cancel or reschedule by giving at least 24 hours’ notice for standard appointments.
8.2 If an engineer attends and cannot gain access due to circumstances outside our control, a call-out or wasted time fee may apply.
8.3 Emergency bookings that are cancelled after dispatch may still incur a call-out charge.
9. Health & Safety, Compliance, Regulations
9.1 All works will comply with relevant UK regulations and standards for heating, plumbing, gas and electrical systems (where applicable).
9.2 You must inform us of any known hazards at the Property, such as restricted access or suspected asbestos.
9.3 Any certificates (e.g., gas safety checks) will be issued only once all work is completed and payment is received.
9.4 We confirm that we hold, and will continue to hold, a valid and current Public Liability Insurance Policy and, where relevant, Employers Liability Insurance Policy. Valid Gas Safe Registration and Qualifications.
10. Personal Data & Privacy
10.1 We process personal data in accordance with our Privacy Policy.
10.2 Your data will only be used to deliver services, process payments, manage appointments, fulfil legal obligations, or send service-related communications.
10.3 We only share personal data with necessary third parties such as suppliers, subcontractors, payment providers, or regulators.
11. Consumer Rights & Complaints
11.1 If you are a consumer, your statutory rights under UK law remain unaffected by these Terms.
11.2 Any complaints must be submitted in writing within 14 days of completion. We will inspect the issue and, if it relates to our workmanship, resolve it within a reasonable time.
11.3 We hope and expect that you will have no cause to complain about any aspect of our service. If, however, there is anything at any point that does not meet your expectations, please do not hesitate to let us know and we will do our utmost to make things right. Please email us at info@heatcontrolnorfolk.co.uk
12. Governing Law
These Terms and Conditions are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.
13. Variations and Severability
13.1 Any changes to these Terms must be agreed in writing by both parties.
13.2 If any clause is found to be invalid or unenforceable, the rest of the Terms will continue to apply.
14. Social media
We may on occasion use pictures from any work completed in your home by ourselves in order to advertise our business. Your name and address will not be displayed in any posts. If you do not wish us to take any photos of work in your home, please let us know at the time of booking in the appointment.
Heat Control Ltd - 02/01/2026
info@heatcontrolnorfolk.co.uk
07721 174018
St Giles High Common, Swardeston, Norwich, Norfolk, England, NR14 8DL