Terms and Conditions

Vector Heat | 01522 535335 | office@vectorheat.co.uk | www.vectorheat.co.uk

References to "we", "us" and "our" mean Vector Heat. References to "you" and "your" mean the customer.

1. Whilst all reasonable care will be taken during the execution of the works, no responsibility can be accepted for any faults or failures that may occur in existing pipework, fittings, equipment, etc., due to disturbance caused by the proposed works.
2. Quotations are based upon a visual, non-intrusive survey. Existing heating, plumbing, electrical and building systems are assumed to be in satisfactory condition unless otherwise stated. Any defects or issues discovered after commencement of the works may result in additional charges, which will be discussed and agreed before proceeding wherever reasonably practicable.
3. Dismantling, clearing and reinstatement of any fitted cupboards, etc., to permit the proposed works to proceed will be charged at extra cost unless otherwise specified.
4. If, during the execution of the proposed works, it is necessary to gain access into floors beneath fitted carpets, these will be lifted by us and laid back on completion. No re-stretching or fixing has been allowed for unless specified. For floors covered with thermoplastic tiles, vinyl sheet covering, cork tiles or laminate flooring, no allowance has been made for reinstatement unless specified.
5. During the execution of the proposed works, it may be necessary to isolate various water, gas and electrical services. This will be advised in good time and the period of isolation will be kept as short as reasonably possible.
6. Whilst all holes formed during the execution of the proposed works will be made good on completion, no allowance has been made for reinstatement of decorations. We do not guarantee to match existing brickwork where boiler flue terminals have been removed.
7. No allowance has been made for casing-in of pipework or painting/decorating of the new works.
8. It is assumed that unrestricted access to all relevant parts of the property will be afforded to us during the course of the works. Any delays caused by restricted access not notified at the time of survey may be subject to an extra charge and/or a delay in completion.
9. Where other trades are involved in the works and these trades are not under our control, any delays that may be caused to our progress by these trades may be subject to an extra charge and/or a delay in completion.
10. Unless specified, the works will be carried out in one continuous visit. Extra visits at the request of the client or caused by circumstances beyond our control will be subject to a surcharge and may affect the completion date.
11. Ownership of any materials supplied, whether fixed or unfixed, shall not pass to the client until payment in full has been received for said materials. We reserve the right to take whatever legal action may be necessary to secure payment for the works carried out and materials supplied, whether fixed or unfixed. Risk in materials passes to the customer upon delivery.
12. No allowance has been made for out-of-hours working unless specified or required to suit our own operational needs.
13. All dates or times given for the start or duration of the works are given in good faith based on the information gained during the survey and our current workload commitments. These times may be varied due to unforeseen circumstances, e.g. emergency call-outs, breakdowns, etc., or circumstances beyond our control. We will use reasonable endeavours to meet estimated dates but shall not be liable for delays caused by circumstances outside our reasonable control.
14. We provide a 12-month workmanship warranty from completion of the works. Manufacturer warranties are provided separately and remain subject to the manufacturer’s terms and conditions. This warranty does not cover misuse, accidental damage, lack of maintenance, third-party interference or defects in existing systems that were not caused by our workmanship.
15. We reserve the right to supply equivalent products of equal or higher specification where necessary.
16. Any items or materials supplied by the client or others for our fixing will be unpacked and inspected in the presence of the client. Any faults found will be pointed out to the client, whose responsibility it will be to obtain replacement items. Any delays caused by faulty or damaged items may be chargeable, may result in us withdrawing from site and may affect the completion date of the works.
17. Any additional works that the client requires to be carried out whilst the specified works are being executed will be charged at extra cost. An indication of such cost will be given and the client’s agreement to the same will be obtained before the additional works proceed.
18. This quotation remains valid for acceptance for 30 days from the date of issue. Unless otherwise agreed, works must commence within 90 days of acceptance, after which we reserve the right to revise or withdraw the quotation.
19. Payment terms are detailed within the quotation. Failure to make payment in accordance with the agreed terms may result in suspension of works and/or recovery action.
20. The price specified in this estimate does not include the removal of any dangerous waste materials, such as asbestos, found when carrying out the works. This will be subject to an extra charge.
21. Acceptance of the estimate confirms acceptance of these conditions.
22. Prior to commencement of work involving gas appliances, the existing gas supply will be subject to a soundness test to check for compliance with Gas Safety Regulations. Any faults found will be advised to the client and any rectification works required may be subject to additional charges.
23. Should the works include a power flush of the existing heating system, it must be pointed out that, whilst this treatment is generally harmless, depending on the condition of the existing components the process may expose weaknesses in the system. Should any such problems be encountered, any rectification works required may be charged at extra cost. The customer will be asked to sign a waiver confirming this point.
24. Should the works include a new heat pump or combi, system or sealed boiler system connected to an existing tank-fed heating system, the client should be aware that the higher pressures used by this type of boiler may expose weaknesses in the existing system. Any repairs required in this respect are not included in this estimate. The customer will be asked to sign a waiver confirming this point.
25. If the proposed works are being carried out in a leasehold property, it is the sole responsibility of the client to ensure that all necessary permissions have been obtained in writing from the landlords/managing agents. We accept no responsibility whatsoever for any works carried out without the necessary permissions. We can furnish details of the proposed works, if required, at a possible additional cost.
26. This estimate does not include any parking fees levied in Controlled Parking Zones (CPZs). Any such fees incurred will be passed on to the client at cost.
27. It is the responsibility of the client to ensure that all children and pets are kept away from the areas in which we are working.
28. Heat pump performance calculations, heat loss calculations, SCOP figures, running cost estimates and energy savings are based upon information available at the time of design and industry-standard assumptions. Actual performance may vary depending upon weather conditions, energy tariffs, occupancy patterns, property alterations and user settings.
29. Existing radiators, valves, pipework, underfloor heating systems, cylinders and electrical installations may contain defects that are not apparent during the survey. System upgrades may expose existing weaknesses and any repairs may be chargeable.
30. Where a quotation includes a Boiler Upgrade Scheme grant, eligibility remains subject to approval by Ofgem and compliance with scheme requirements. Should grant eligibility be refused, withdrawn, cancelled or reduced for any reason beyond our reasonable control, the customer shall remain responsible for payment of the remaining contract balance.
31. The customer agrees to provide all information reasonably required to complete design work, certification, grant applications and commissioning documentation.
32. For eligible renewable energy installations, we will provide the documentation required under the MCS Scheme, including commissioning records, handover documentation, warranty information and any certification required under the MCS Scheme.
33. Personal information will be processed in accordance with our Privacy Policy, available on our website.
34. Nothing within these Terms and Conditions shall affect the customer’s statutory rights.
35. We are a member of the Renewable Energy Consumer Code (RECC). Customers may access RECC’s dispute resolution process where a complaint cannot be resolved directly.
36. Cancellation Rights. Where the customer has a statutory right to cancel, they may cancel the contract within 14 days of acceptance. If the customer requests that work commence during the cancellation period, the customer expressly agrees that work may begin before the end of the 14-day cancellation period. Should the customer cancel after work has commenced, the customer shall be liable for the reasonable costs of any surveys, design work, heat loss calculations, grant applications, administration, labour, materials ordered, equipment supplied and any other work carried out up to the date of cancellation. Where the contract has been fully performed at the customer's express request during the cancellation period, the customer's right to cancel may cease.
37. Complaints. We are committed to providing a high standard of service. Complaints should be submitted in accordance with our Complaints Procedure, available on our website or upon request. We will acknowledge complaints within five working days and aim to resolve complaints within ten working days where reasonably practicable. Where a complaint cannot be resolved directly, customers may be entitled to refer the matter to an appropriate alternative dispute resolution scheme or consumer code provider, where applicable.
38. We shall not be liable for any failure or delay in performing our obligations where such failure or delay results from events beyond our reasonable control, including but not limited to extreme weather, utility outages, industrial disputes, supplier shortages, acts of government or other unforeseen circumstances.
39. These Terms and Conditions shall be governed by and construed in accordance with the laws of England and Wales and any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.