Terms and Conditions – Fixed Price Boilers Ordered Via Website
Introduction
Our fixed price boiler installation service has been designed to provide customers with the ability to purchase a new boiler online. These terms and conditions are provided to show exactly what is, and what is not covered as part of the service. Please read this document carefully.
We have been transparent as possible and we have tried to use simple terminology. If you have any questions about this document, please call us on 0345 2570130 or email info@statusheating.co.uk.
In these terms and conditions the person ordering the service will be referred to as “the customer” or “you/your” and Status Heating will be referred to as “Status”, ”the company”, or “us”.
In all cases payment in full or a completed finance agreement with our finance provider (Novuna) must be received in advance of the works being carried out.
Online Quote and Survey
Our website quoting tool offers a fixed price based on the answers given via the online application wizard. Although the questions within our online wizard will give recommendations, it is the final decision of the customer as to the make, model and output of the appliance installed. Once an order is received by us, we will request the following (depending upon installation booking date)
a) If the booking date is within 2 working days of the order, we will require sight of the current boiler installation and various other areas via video call (Whatsapp, Teams, Zoom).
b) If the booking date is more than 2 working days after the order, we may send a surveyor to the customer's home to carry out a technical survey. If a surveyor is not available then we may request a video call, as per item a).
The video call/site survey is carried out to ensure that the answers mentioned previously are technically valid and that the whole heating system meets the minimum requirements for installation. It also allows us to ensure that the correct materials are available for installation.
If our surveyor finds that the equipment ordered is unsuitable or technically not possible to install as ordered, then we will inform the customer of why the installation cannot go ahead as ordered and discuss alternative options including any delay to installation that may be incurred. If the customer declines the alternatives offered, or if no alternatives can be offered, then we will give a full refund. The surveyor will explain this to you. Every effort will be made to ensure that the installation is carried out on the requested date.
As part of a survey we will need to take photographs of various parts of your existing heating system and areas where we will be working. This will ensure that your fixed boiler price is correct and that Health & Safety issues can be identified.
Our installation service does not include for the removal of any dangerous waste material or asbestos. This includes for materials that we couldn’t reasonably identify at survey. Any asbestos removal or identification will be the responsibility of the customer. We will endeavour to advise the customer and may recommend third party specialists for the works. Work will not begin until is absolutely safe to do so.
The survey may take up to an hour to carry out.
We reserve the right to decline any order at any time. Should we decline an order, no damages or expenses of any kind shall be payable by us to the customer beyond the refund of any money already paid in relation to the installation.
The customer has a right to cancel this agreement within 14 days of acceptance without giving any reason. To cancel this agreement you must inform us of your decision by a clear statement by e-mail or post. The cancellation statement must be unambiguous.
If the customer wishes to cancel this agreement after the cancellation period for any reason then the customer may have to pay costs at the discretion of Status.
The customer will lose the right to cancel (as noted above) if Status installs the boiler within 14 days of acceptance at the request of the customer. In this scenario it will be deemed that Status has been engaged to carry out urgent works at the customer’s home. In this circumstance, Status may request that a waiver form is electronically signed by the customer.
Carrying out the Installation
Whilst every effort is made to ensure that the delivery and installation timescales agreed during the ordering process are met, Status reserves the right to delay installation for reasons including (not limited to) fires, strikes, illness, severe weather, lockouts, terrorism, war, pandemics, material shortages and any other causes beyond the control of our Company.
The customer’s central heating system will be upgraded in accordance with the items ordered by the customer.
In all cases, the customer will receive the following as part of the standard installation process (unless upgraded during checkout):
- Installation of replacement boiler and standard/vertical flue (Upto 1m of flue)
- Removal and disposal of old boiler
- Manual chemical system flush
- Installation of Honeywell Home RF room thermostat or Ariston Cube RF room thermostat (for Ariston Genus WIFI + models)
- Copper tube and fittings pack to enable adequate connection to gas supply
- Condensate pipework, including condense pump if required
- Battery Carbon Monoxide alarm
- Lime scale reducer
- System filter
- Building regulations certification
- Boiler warranty registered by Status
- 12 months free access to Status Heating's Gold service cover (24/7/365 call out service)
- 1st annual service for free
On the days of installation someone 18 years old or older must be on site. This person must be able to make decisions on behalf of the customer in relation to the works.
The customer will need to provide free access to and from the installation property (both internal and external access will likely be required). You must also provide free access to water, gas and electricity where required. This will enable us to commission and test the system properly.
It is the responsibility of the customer to ensure that parking is available for our operatives to park their van within 30 meters of the entrance to the property. Any parking charges will be the responsibility of the customer.
If a parking permit is required, it is the responsibility of the customer to arrange and provide the permit in readiness for our visit.
During the works, the customer agrees to provide a safe and respectful working environment. Rude, abusive or threatening behaviour of any kind will not be accepted. If this happens, our operatives will leave the property immediately. This also includes ensuring that the property itself is free from health & safety risks. Reattendance will be a the sole discretion of Status. In any event, no refund will be due from Status to the customer if this happens.
It is the responsibility of the customer to ensure that all permits, licences or permissions are in place before the works begin. This includes permissions from Landlords.
We will endeavour to complete the works between 8am and 5pm on weekdays where possible. Occasionally, work may take longer than expected and will result in us working after 5pm.
All reasonable care will be taken by our operatives in carrying out the works. However, Status accepts no liability for any damage to existing plaster work, decorations or floor coverings which may be consequent upon carrying out the prescribed works.
Status will make best efforts to make good holes or cuts that we have made. However, these will not be redecorated.
Floorboards will be refitted where required.
Laminate/special flooring will not be re-fixed and is specifically excluded from our works.
Where carpets are lifted, Status will make every effort to refit to the best of our ability. However, stretching and professional refitting is not included. Status will not be liable for any damage caused to glued/nailed carpets.
During/after the works, the customer should appreciate that there may be changes to water pressure in the existing system. Whilst our operatives will take reasonable care and make visual checks, Status will not be liable for any damage caused to existing installations caused by incompatibility of products such as shower, taps, mixers or valves.
Status will not be liable if your existing shower/s is not compatible with your new boiler. Status will give advice where possible. However, it is the responsibly of the customer to ensure compatibility.
Status will not be liable for any damage caused by leaks on existing pipework that is not visible.
Status will not be liable for any damage to your home caused as a result of structural weakness or structural defects of any kind.
Where the boiler is to be installed in a loft, access must be provided by the customer via a fixed loft ladder. At the top of the ladder, the loft must be suitably boarded throughout to the position of the boiler. Lighting must be adequate and permanent.
In some circumstances, safe access to the roof may be required by scaffolding. If this is the case we will inform the customer at the time of survey. The safety of our operatives whilst working at heights is of paramount importance.
The customer agrees to photos being taken of the installation areas and system before, during and after installation for quality control purposes.
The wiring of the new connectivity and controls may require an electrician. If this is the case, a separate visit may be required by one of our qualified electricians to carry out this works.
Upon completion of the works the customer will be required to sign a satisfaction note. This may be electronically or via a paper document.
In the unlikely event that the customer is not happy with an element of the works, the customer agrees to give Status and it’s operatives reasonable opportunities to remedy.