Terms & Conditions

Who we are

LET’S HEAT SW LTD trading as Let’s Heat
Company number: 15798348

Registered office:
Connies House
Rhymney River Bridge Road
Cardiff
CF23 9AF

Services covered

These Terms may apply to services including:

• New boiler installation and boiler replacement
• Boiler relocation and conversions
• Boiler servicing and repairs
• Central heating work
• Radiators and heating controls
• Gas work
• Plumbing repairs and maintenance
• Hot-water systems and cylinders
• Air-conditioning installation, servicing and repairs

When a contract is formed

A contract will normally begin when we confirm your accepted quotation, order or booking.

For smaller repairs and call-outs, the contract may begin when you instruct us to attend and provide the agreed service.

Your authority

By instructing us, you confirm that you are at least 18 years old, have authority to arrange work at the property and have obtained any necessary landlord, freeholder or other permission.

Quotations

Quotations are based on information reasonably available to us when they are prepared.

This may include:

• Information supplied by you
• Photographs and videos
• Online quotation answers
• Measurements
• Telephone discussions
• A physical survey

Only work included in the agreed quotation is included in the quoted price.

Remote quotations

Where a quotation is based on photographs, videos or other remote information, you must provide information that accurately represents the property.

If actual site conditions differ materially, we may need to revise the installation method, equipment, materials, timescale or price.

Hidden conditions

A standard survey cannot always identify concealed matters such as:

• Buried or concealed pipework
• Hidden leaks
• Corrosion
• Blocked drains
• Electrical faults
• Undersized gas pipework
• Poor previous workmanship
• Structural defects
• Suspected asbestos-containing materials

Where unforeseen chargeable work is required, we will normally explain it and obtain your agreement before proceeding.

Deposits

We may request a deposit or advance payment before reserving an installation date, ordering equipment or beginning work.

The amount required will be explained before you place your order.

Final payment

The remaining balance is payable in accordance with your quotation, invoice or agreed payment schedule.

For installation work, the balance will normally become due when the agreed work is substantially complete.

Minor snagging items do not normally justify withholding the whole outstanding balance. Your statutory rights remain unaffected.

Finance

Where finance is available, it may be provided by or through an independent finance provider or intermediary.

Finance may be subject to status, eligibility, affordability, credit assessment and availability.

Any finance agreement will have separate terms and conditions.

Appointment dates

We will make reasonable efforts to attend on the agreed date.

Appointments may occasionally need to change due to engineer illness, supplier delays, severe weather, transport problems, emergency work, material shortages or other circumstances outside our reasonable control.

Access

You must provide reasonable access to relevant areas including:

• Boiler and cylinder locations
• Gas meter
• Water stopcock
• Consumer unit
• Radiators
• Loft spaces
• Cupboards
• Gardens
• Pipe routes
• Air-conditioning indoor and outdoor locations

Parking and restrictions

Please tell us about controlled parking, permit requirements, congestion restrictions, difficult access or building management requirements before attendance.

Children and pets

For safety, children and pets should be kept away from active working areas.

Heating, gas and plumbing work often involves existing systems which cannot be completely inspected before work begins.

Potential issues can include:

• Old or corroded pipes
• Hidden leaks
• Sludge or restricted pipework
• Failed isolation valves
• Unsafe wiring
• Undersized gas pipework
• Previous poor workmanship
• Structural defects

Existing components

Installing a new boiler or air-conditioning system does not automatically make every existing part of the property system new.

Existing components may include:

• Radiators
• Pipework
• Valves
• Pumps
• Cylinders
• Controls
• Electrical wiring

We remain responsible for faults caused by our work, but not automatically for unrelated failures caused by age, wear, corrosion or pre-existing defects.

Typical boiler installation

Depending on your quotation, work may include:

• Removing or disconnecting the existing boiler
• Installing the new boiler
• Adapting nearby pipework
• Installing the agreed flue
• Connecting condensate drainage
• Connecting agreed heating controls
• Filling and testing the system
• Commissioning and safety checks

Boiler suitability

Boiler selection may depend on property size, bathrooms, hot-water demand, water flow rate, gas supply, pipework, heating configuration and flue options.

Boiler relocation

Moving a boiler may require additional gas pipework, water pipework, heating pipework, drainage, electrical work, drilling and flue components.

Only work included in your quotation is included in the price.

Conversions

Changing from one heating-system type to another may expose weaknesses in older pipework and components.

We remain responsible for our workmanship but are not automatically responsible for unrelated pre-existing weaknesses.

Flues and condensate

Boiler installations require suitable flue and condensate arrangements. Additional components may be needed where conditions differ from those anticipated at quotation stage.

Boiler servicing

A boiler service is a maintenance and inspection service and does not guarantee that an appliance will remain fault-free afterwards.

Unless agreed separately, replacement parts and repairs are not automatically included in the service price.

Fault diagnosis

Heating and plumbing faults can have more than one possible cause.

A diagnostic visit means we will use reasonable care and skill to investigate the reported problem. It does not guarantee every fault can be repaired during the first visit.

Intermittent faults

If a fault is not present during attendance, diagnosis may be limited and further monitoring or investigation may be required.

Gas safety

Safety takes priority.

Where an unsafe gas appliance or installation is identified, an engineer may need to turn equipment off, label it, recommend remedial work or refuse to recommission it.

Plumbing work

Existing pipework, valves and fittings can fail because of age, corrosion or wear when legitimately operated during repair work.

We remain responsible for the work we carry out but cannot guarantee every pre-existing component outside the agreed scope.

Installation

An air-conditioning installation may include:

• Indoor unit
• Outdoor unit
• Refrigerant pipework
• Condensate drainage
• Electrical connections
• Trunking
• Mounting equipment
• Commissioning

System sizing

Air-conditioning requirements depend on factors such as room size, insulation, glazing, sun exposure, occupancy, ceiling height and heat-producing equipment.

Performance

Actual temperatures and energy use can be affected by outdoor temperature, direct sunlight, insulation, open windows and doors, occupancy and customer settings.

Outdoor units

Outdoor equipment will normally produce some operational fan noise, compressor noise, air movement and vibration.

Permissions

Unless specifically included in our quotation, obtaining any necessary landlord, freeholder, managing-agent or planning permission remains the customer’s responsibility.

Refrigerant work

Work involving regulated refrigerants will only be carried out by appropriately qualified personnel.

Installation work may require drilling, cutting, lifting flooring or accessing existing service routes.

We will take reasonable care of the property.

Unless specifically included, final decorative work does not normally include:

• Painting
• Wallpapering
• Specialist plaster finishing
• Specialist tiling
• Carpentry
• Rebuilding fitted furniture
• Decorative boxing

Flooring

We will use reasonable care when lifting flooring where necessary.

Old, brittle, glued or damaged flooring cannot always be lifted and reinstated without damage.

Manufacturer warranties

Products may include a manufacturer’s warranty subject to the manufacturer’s own terms.

Conditions may include:

• Correct installation
• Product registration
• Annual servicing
• Maintenance records
• Approved replacement components
• Water-quality requirements

Workmanship

Where Let’s Heat provides a separate workmanship guarantee, the applicable period and conditions will be shown in your quotation, invoice or guarantee documentation.

Reporting a problem

If you believe there is a problem with our work, please contact us and allow us a reasonable opportunity to investigate.

Where we are responsible, we will provide an appropriate remedy in accordance with your legal rights and any applicable guarantee.

Consumers may have statutory cancellation rights depending on how and where the contract was entered into.

For many distance and off-premises service contracts, this may include a 14-day cancellation period.

Urgent repairs

Different cancellation rules may apply where you specifically request an urgent repair or maintenance visit.

How to cancel

Contact us as soon as possible:

Email: hello@letsheat.co.uk
Telephone: 0330 174 6700

Refunds

Where a refund is legally due, it will be processed in accordance with applicable legal requirements.

Our responsibility

We are responsible for providing agreed services with reasonable care and skill.

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

Nothing in these Terms removes your statutory consumer rights.

Pre-existing defects

We are not automatically responsible for unrelated faults arising from pre-existing pipework, wiring, radiators, structural defects or previous workmanship.

We remain responsible where an issue has been caused by our work.

Events outside our control

We may not be responsible for delays caused by circumstances outside our reasonable control, such as severe weather, major transport disruption, supplier failures or utility outages.

Privacy

Privacy Policy:
https://www.letsheat.co.uk/privacy-policy/

Cookie Policy:
https://www.letsheat.co.uk/cookie-policy/

Complaints

If something has gone wrong, please contact us so that we can investigate.

Email: hello@letsheat.co.uk
Telephone: 0330 174 6700

Governing law

These Terms are governed by the applicable laws of England and Wales, subject to any mandatory consumer protections that apply.