BoxHeat boiler installations - compare, buy and schedule your installation
We are here to help you through every step of your boiler selection and installation journey. Should you have any questions or require assistance, please do not hesitate to reach out to our dedicated customer support team at 020 4614 2422.
In these Terms & Conditions, BoxHeat Ltd (a company registered in England & Wales with company number 14206337), also referred to as "BoxHeat," "we," "us," or "our," will be recognised as ‘the Company’. Anyone ordering the product shall be referred to as ‘the Customer’. These Terms and Conditions ("Terms") govern your access to and use of our website and related services (collectively, the "Services"). By accessing or using the Services, you ("you" or "User") agree to be bound by these Terms and affirm that you are over the age of eighteen (18) and have the legal capacity to enter into these Terms. If you do not agree to these Terms, you are not authorised to use the Services.These Terms constitute a legally binding agreement between you and BoxHeat, and detail your rights and responsibilities when you use our Services. We reserve the right to change, modify, or otherwise alter these Terms at any time. You must review these Terms on a regular basis to keep yourself informed of any changes. By continuing to use the Services after any such changes, you accept and agree to the modified Terms. Your use of the Services is also subject to our Privacy Policy, which covers how we collect, use, share, and store your personal information. Please read the Privacy Policy carefully to understand our practices regarding your personal information.
1.1 Accuracy of Information: At BoxHeat, we take great care to ensure the information on our website and marketing materials is precise and informative. While we aim for the utmost accuracy, the vibrant and evolving landscape of our industry may lead to enhancements and modifications in our products and services, which could be implemented without prior notice.
1.2 Copyright and Intellectual Property: The entirety of the content featured on our website and in our marketing materials, including images, text, and videos, is protected under copyright law. Unauthorised reproduction, copying, or any form of usage of this material without the explicit written consent of BoxHeat Ltd is strictly forbidden. We vigilantly protect our trademarks and intellectual property rights, and violations against them will be pursued legally.
1.3 User-Generated Content: Opinions and comments made by users on our website reflect their personal views and do not constitute advice or recommendations from BoxHeat Ltd.
1.4 Our Privacy Commitment: BoxHeat Ltd respects the privacy of our customers. As a company registered with the Information Commissioner's Office, we adhere to all relevant data protection regulations. The personal information you provide us is exclusively used to fulfil our contractual obligations to you and is shared with third parties only when necessary for legal compliance or to deliver the services you have requested.
2.1 Online Quotation Tool: Our online quotation tool provides you with a fixed price for your boiler installation, based on the details you enter about your property and current heating system. This price includes the selection from our range of boilers and services, designed to meet your needs. Please note, the quoted price is inclusive of standard installation costs but may be subject to change if additional work or products are required.
2.2 Standard Package and Additional Products: The standard package comprises a boiler installation by our Gas Safe registered engineers. You may also choose from a range of additional products or accessories, such as smart thermostats or magnetic filters, either as part of a bundle or individually, to enhance your heating system's efficiency and performance.
2.3 Booking and Payment: After accepting the quotation, you will book your installation date online and provide your contact and payment details. Full payment is required at the time of booking to secure your installation. Once your order is confirmed, our scheduling team will process it.
2.4 Telephone Orders: Orders placed over the phone are fully supported and processed by a BoxHeat representative, adhering to these same terms and conditions, ensuring your rights and expectations are maintained.
2.5 Product Selection: Based on your responses to our pre-order questionnaire, BoxHeat will recommend suitable boilers and accessories. It is crucial that you review these recommendations to ensure they meet your specific needs regarding size, power, and efficiency. Detailed product information is available during the checkout process. If you are unsure or have any questions about our recommendations, please do not hesitate to call us for further assistance.
2.6 Incorrect Information: Discovering incorrect or false information during our pre-installation survey will necessitate a suspension of the installation. A revised quotation will be provided. If you accept the revised terms, any additional balance due must be settled before a new installation date is scheduled. If the revised quotation is not acceptable, we will cancel the order and issue a full refund.
2.7 Price Agreement: The total price for the product and services you select is as indicated on our order pages at the time of placing your order. While we strive to ensure that all pricing information is accurate, prices are subject to adjustment as outlined in these terms. In the event of a discrepancy, we reserve the right to correct any pricing errors identified.
3.1 Communication Channels: At BoxHeat Ltd, we prioritise maintaining open and effective communication with our customers throughout the entire boiler installation process. We employ a variety of communication methods to ensure you are well-informed and supported at every stage:
3.2 Privacy and Information Sharing: To facilitate a seamless installation process, your contact details and address information will be shared with our appointed installation engineers and suppliers, strictly for purposes related to your installation. Post-installation, this access is revoked, and any retained information is managed in accordance with their privacy policies. At BoxHeat Ltd, protecting your privacy and data is paramount. We comply with the General Data Protection Regulation (GDPR) and relevant data protection laws, upholding high standards of data privacy.
3.3 Comprehensive Email Communication: Recognising email's effectiveness for detailed and official communication, we conduct most of our essential communications through this channel. This includes acknowledgments, detailed purchase and service information, delivery arrangements, contract terms, cancellation rights, and after-sales services. To ensure a smooth installation experience and effective communication, please keep your contact details up to date and regularly check your email for updates from BoxHeat Ltd.
4.1 Requirement for Photos: We require you to provide us with photos of your current boiler setup and the intended installation area. This includes pictures of your existing boiler, the installation area, the flue, and relevant property interiors and exteriors. Detailed guidance on how to take and submit these photos will be provided upon order confirmation.
4.2 Deadline for Submission: It's crucial that these photos are submitted to us no later than 24 hours before your scheduled installation date. This allows our engineers to assess the installation site and prepare adequately, ensuring any potential issues can be addressed promptly. Failure to submit these photos within the specified timeframe, or to communicate any difficulties in doing so, may lead to delays or the need to reschedule your installation. We understand that circumstances can vary, so please get in touch with us if you encounter any problems with this requirement.
4.3 Additional Services: Should additional installation services be deemed necessary following the initial property assessment, we will adjust the project's price accordingly. This revised price will be communicated to you via email and/or phone. Payment for the adjusted amount must be made before the commencement of any further installation activities.
Survey and Installation Adjustments: Our post-order survey may occasionally identify conditions under which the planned installation could be unsafe or not advisable. In such instances, BoxHeat Ltd reserves the right to cancel the contract without any liability, and any payments made in advance will be fully refunded. Similarly, if the survey results in a need to change the initially agreed-upon goods or services, you have the option to either accept these changes or cancel the contract for a full refund if the modifications are not acceptable.
4.4 Right to Refuse or Cancel Orders: BoxHeat reserves the right to refuse or cancel orders at our discretion, without prior notice or explanation. This includes scenarios where installation is not feasible or safe according to our assessment.
5.1 Access to Installation Property: Customers are required to provide free and unobstructed access to their property on the agreed installation dates. This entails ensuring both internal and external areas are accessible for equipment delivery and installation. Obstructions such as large furniture, household clutter, and garden equipment should be cleared in advance. Additionally, pets should be secured away from the work area.
5.2 Utility Access: Access to essential utilities—namely water, gas, and electricity—is crucial for the installation and testing of new equipment. These utilities must be not only accessible but also fully operational prior to the start of the installation to avoid any delays. Customers should verify the operational status of these utilities and inform BoxHeat of any potential issues.
5.3 Permissions and Licenses: Customers are responsible for obtaining any necessary permissions, licenses, or permits required for the boiler installation. This may include, but is not limited to, listed building consent, landlord consent, or a freeholder agreement. For guidance on common permissions required and how to obtain them, customers should consult local authorities or their property management. Any authorisation's impacting the installation process must be communicated to BoxHeat in advance.
5.4 Provision of Parking: Adequate parking must be made available for BoxHeat engineers, preferably within 25 meters of the property entrance. If this distance cannot be met due to restrictions, please inform BoxHeat to discuss alternative arrangements.
5.5 Parking Charges and Permits: The customer is responsible for any parking charges incurred during the installation. If a parking permit is required, it is the customer's responsibility to secure this in advance of the installation date. BoxHeat must be informed of any parking restrictions or arrangements at least two working days prior to the installation date. This can be done via email or phone.
Additional Notes
Emergency or Unforeseen Circumstances: In the event of an unforeseen issue affecting access or utility availability (e.g., road closures, utility outages), customers are asked to inform BoxHeat as soon as possible to discuss rescheduling or alternative arrangements.
Accessibility Needs: Customers with special accessibility requirements for their property that might affect the installation process are encouraged to inform BoxHeat at the time of booking. This enables our engineers to prepare accordingly.
5.5 Boiler Installation in Commercial Premises: BoxHeat Ltd is dedicated to the installation of gas appliances within domestic properties that have a domestic gas meter. Our services and online platform are designed specifically for the supply and installation of domestic boilers in residential environments. If a property is used for commercial purposes or equipped with a commercial gas meter, our services may not be suitable due to the specialised qualifications required for engineers and the distinct regulations that apply to commercial premises. This encompasses, but is not limited to, considerations regarding infrastructure and gas supply capabilities. If your property is used commercially, or if the gas meter has the capacity to supply more than 6 cubic meters of gas per hour, please consult with BoxHeat Ltd prior to placing an order. Any failure to disclose or incorrect representation of the property type at the time of order will lead to the cancellation of the order. A refund will be processed, with deductions for any costs already incurred by the company.
5.6 Requirements for Boilers in Loft Spaces: For the safe and effective installation of boilers in loft spaces, BoxHeat requires the following conditions to be met, ensuring our engineers' safety and accessibility:
5.6.1 Access: A fixed loft ladder must be present to provide stable and reliable access to the loft space.
5.6.2 Walkway: From the top of the fixed ladder, a suitably boarded walkway must lead to the boiler's installation location, ensuring safe passage for the engineer.
5.6.3 Boarding at Boiler Location: At least 1 square meter (m²) of suitable boarding must be in place under the boiler location. This boarding is essential for supporting safe installation and ongoing maintenance activities.
5.6.4 Lighting: Permanent lighting must be installed within the loft space. Adequate lighting is crucial for creating safe working conditions and facilitating the installation process.
5.6.5 Safety Near Loft Hatch: If the boiler installation site is within 2 meters of the loft hatch, provisions must be implemented to seal off the hatch while an engineer is working. This measure is necessary to prevent accidents and ensure the engineer's safety during installation.
Should your loft space not meet these conditions by the scheduled installation date, it's important to contact us as soon as possible to explore potential solutions or to reschedule your installation.
5.7 Special Considerations for Boiler Flues: Should the installation of a boiler necessitate a flue length exceeding 1 meter, BoxHeat reserves the right to charge the customer for any additional flue components required. Customers will be informed of any such potential charges before the commencement of the installation process. It's important to note that none of the boilers supplied by BoxHeat are compatible with twin flue systems. Therefore, if your current boiler setup includes dual flue pipes (one for air intake and another for exhaust), please contact BoxHeat for a consultation on appropriate alternatives prior to placing your order. Additionally, if your boiler is located centrally within your home and utilises an unconventional flue that exits through a wall, we advise getting in touch with BoxHeat to discuss your specific needs before placing an order.
5.8 Responsibility for Existing Equipment: Neither BoxHeat nor any appointed engineer is obligated to inspect or test existing equipment unless required by regulatory duties. The customer bears all risk for failures in the existing system after new equipment installation. Customers are advised to independently arrange for an inspection and test of their existing system before installation to mitigate this risk.
5.9 Access for Exterior Work and Equipment Provision: Included within our fixed pricing structure is the provision for accessing any external parts of the property where work is scheduled to be carried out. This access is contingent on the ability to safely use a standard set of extension ladders and a roof ladder, each up to 7 meters in length. For clarity, this equipment includes one extension ladder and one roof ladder, both essential for ensuring safe access to exterior work areas.
Should access to the exterior of the property be deemed awkward or unsafe with the aforementioned standard equipment, the employment of scaffolding or alternative access platforms/equipment may become necessary. This determination is made by a qualified engineer based on safety assessments and adherence to local regulations.
The safety of our engineers is paramount and cannot be compromised under any circumstances. As such, additional, suitable access equipment, when required, will necessitate direct payment by the customer or reimbursement to BoxHeat for the costs incurred in procuring such equipment.
5.10 Costs and Consultation: Prior to any installation work that requires additional access provisions, BoxHeat will conduct a thorough consultation with the customer. This will include discussing the necessity, availability, and associated costs of the required access equipment. Estimates will be provided, and customer approval will be sought before any additional costs are incurred.
5.11 Cancellation and Refunds: In the event that a customer is unwilling or unable to bear the costs for the additional access equipment, they retain the right to cancel the scheduled work. Upon such cancellation, the customer is entitled to receive a full refund. Specific terms regarding cancellation notice periods are detailed in our cancellation policy.
An adult decision-maker (aged 18 or older) must be present at the property during the scheduled installation time.
6.1 Gas Safe Registered Engineers: All installation and maintenance services are performed by our qualified engineers, who are registered with Gas Safe. This registration underscores our unwavering commitment to adhering to the highest standards of safety and excellence in the industry, ensuring that all work on your property is conducted safely and in compliance with the latest regulations.
6.2 Product Delivery
6.2.1 Delivery of Products: BoxHeat ensures that all products will be delivered to the customer’s property in a timely and secure manner. Delivery will be conducted either by a professional courier service or personally by our installation engineer, depending on the nature of the product and the specific arrangements made at the time of purchase. Customers will be informed in advance of the delivery method. In all cases, BoxHeat is committed to ensuring that the products arrive safely and ready for installation or use.
6.2.2 Requirement for Authorised Person on Delivery Day: It is required that a decision-maker, who is at least 18 years old, be present at the delivery location at the agreed-upon time and date. While BoxHeat is committed to punctual and transparent delivery services, we recognise that unforeseen circumstances can affect delivery times. However, such instances do not automatically entitle the customer to cancel the order.
Customers must inform BoxHeat of any local conditions that could impact delivery, such as parking restrictions, properties with steep or lengthy staircases (over 20 steps), or carrying distances exceeding 30 meters from the unloading point to the delivery location.
The customer agrees to ensure that a responsible person is present to receive the delivery as scheduled.
Once delivered, the responsibility for the security and protection of the equipment rests with the customer. Should the equipment be damaged, lost, or tampered with (e.g., packaging opened) after delivery, the customer will bear any resulting costs or losses incurred by both themselves and BoxHeat.
6.2.3 Delays Due to Force Majeure: While we strive to meet all delivery and installation timelines, unforeseen circumstances beyond our control, such as natural disasters, strikes, and severe weather conditions, may necessitate rescheduling. In such events, both parties agree to notify each other promptly and will be absolved from liability or obligation. Each party shall make reasonable efforts to mitigate the effects of the force majeure event. Should the disruption continue for an extended period, either party may seek to renegotiate the terms or terminate the agreement.
6.3 Site Inspection and Procedures
6.3.1 Initial Site Assessment: Upon arrival, our engineer will verify the installation site against the order specifications. If site conditions differ from the order, or if the installation cannot proceed as planned, alternative solutions, including adjustments to the installation plan or equipment, will be discussed on-site. If no acceptable alternatives are identified, or if the proposed solutions are declined by the customer, a full refund will be issued.
6.3.3 Revised Quotes for Extra Work & Asbestos: Identification of asbestos, the need for supplementary equipment, or significant additional tasks (e.g., scaffolding, asbestos abatement) will result in a revised quotation from BoxHeat, detailing the extra costs. Customers will have a set timeframe to review and either accept or reject these new terms. Refunds for Non-Acceptance of New Quotes: If the customer opts not to accept the revised quotation associated with unforeseen requirements, BoxHeat commits to providing a complete refund within a specified timeframe.
6.3.4 Amendments and Assessments: Minor adjustments to comply with legal or technical standards may be made without affecting product functionality. The cost implications of these adjustments, if any, will be communicated to the customer. Discrepancies identified during site assessments may result in cost adjustments or cancellation, with refunds issued as appropriate.
6.4 Inspection and Compliance
6.4.1 General Inspection: Prior to the addition of new equipment to your property, our engineer will inspect the existing relevant infrastructure to ensure it complies with current regulatory standards and is suitable for optimal performance. If the existing infrastructure is found to be inadequate or fails to meet the necessary standards or capacity, BoxHeat will present you with options to upgrade or modify the infrastructure, ensuring it meets the required standards for the new equipment installation.
Upon discovering the need for additional works to bring your existing infrastructure up to standard, you will be presented with two options:
Authorise and Proceed: Authorise the necessary additional works at an agreed cost, which will enable the connection and optimal performance of the new equipment.
Cancel Your Order: Should you decide against the additional works, you have the option to cancel your order for the new equipment. In this case, you will be entitled to a full refund.
6.4.2 Non-Authorisation of Additional Works: Choosing not to authorise the required additional works but still wishing to proceed with the new equipment's installation presents a unique scenario. Under these circumstances:
BoxHeat will deliver the equipment to your property for final connection by a third party of your choosing, offering you the flexibility to manage the installation as you see fit. It's important to note that BoxHeat will not be responsible for the commissioning of the equipment in such cases. This means the responsibility for ensuring the equipment's proper installation and function will transfer to you and your chosen third party. Despite the incomplete installation by BoxHeat, payment in full will be required as if the installation had been completed by us.
6.4.3 Security and Ownership: All goods supplied and installed by BoxHeat Ltd remain the property of the company until payment is made in full. We maintain a security interest in these goods as a guarantee for payment completion and reserve the right to re-enter the premises to reclaim any goods that have not been fully paid for.
6.4.4 Water Pressure Adjustments: The customer acknowledges that plumbing work performed by the Company may result in changes to the water pressure in the existing plumbing system. The Company will undertake a thorough assessment of the existing systems and pipework to minimise compatibility issues with potential pressure changes. While the Company endeavours to prevent adverse effects on the existing plumbing installations, it cannot assume liability for damages resulting from incompatibilities of the existing system with the modified system. Should significant issues with water pressure arise following our work, we are committed to providing guidance on possible remedies or adjustments.
6.4.5 Pipework Installation Considerations: In the course of installing new or upgraded pipework, the Company will engage in discussions with the customer regarding the routing of these pipes, prioritising engineering functionality while considering aesthetic preferences where feasible. Pipework may need to be surface mounted and securely clipped in place according to safety standards and best practices. The Company's engineers are instructed to prioritise the integrity and safety of the installation, which includes avoiding the concealment of pipework within walls, underground, or within boxing unless agreed upon under specific, safe conditions.
6.4.6 Condition of Existing Installations: The customer is responsible for ensuring that all existing pipework, valves, radiators, and other related equipment are in good working order prior to the commencement of the project. The Company cannot be held responsible for any failures or consequential damages resulting from the pre-existing conditions of the infrastructure, regardless of direct interaction by the Company's engineers during the project.
6.4.7 Variation in Materials: The customer acknowledges that due to the nature of materials used during the installation process, variations in colour, texture, and appearance are common. We strive to match new materials with existing ones as closely as possible; however, due to factors such as obsolescence and weathering, an exact match cannot be guaranteed. We welcome discussions with customers prior to installation regarding material preferences and will endeavour to accommodate specific requests. Any costs associated with acquiring specialised materials for a closer match will be the responsibility of the customer.
6.4.8 Care and Liability for Existing Surfaces: Our team commits to exercising all reasonable care during the installation process to protect your property. This includes taking precautions such as covering areas at risk and careful handling of materials and equipment. Despite these measures, we acknowledge that installation work inherently carries some risk of damage to existing surfaces, such as plasterwork, decorations, and flooring. We will conduct a preliminary assessment to identify and document areas of concern, ensuring any pre-existing damage is noted and agreed upon by both parties. The company, however, will not assume liability for damages to these existing surfaces as a result of the installation work.
6.4.9 Alterations and Finishing: Installation may require alterations to your property, including cuts or holes to accommodate new equipment. We will make good these alterations but not provide permanent finishing or redecoration. Floorboards will be reinstated or replaced as necessary; however, special and/or laminated floors may not be re-fixed permanently. Carpets lifted during installation will be relaid to the best of our ability, but we cannot guarantee their original state if they were nailed or glued down. We advise that some degree of redecoration may be necessary post-installation, which will be the customer’s responsibility.
6.4.10 Boiler and Shower Compatibility: The customer acknowledges that given the extensive range of showers and boilers available on the market, the Company cannot guarantee the compatibility of any existing shower or boiler with a new unit installed or vice versa. Therefore, the Company shall not bear any liability for incompatibilities between the customer's existing shower or boiler and any new shower or boiler installed. It is the customer's responsibility to verify compatibility prior to installation.
6.4.11 Inspection and Completion of Works: Upon the completion of all physical works at the property, the customer or their authorised representative shall have the opportunity to inspect the work before the departure of the engineer appointed by BoxHeat. Completion of work is contingent upon the appointed engineer's professional judgement that it has been satisfactorily completed. Should the customer or their representative identify any issues or concerns during the inspection, they must notify the engineer before their departure. The Company commits to addressing and rectifying any agreed-upon issues in a timely manner. Once the engineer has confirmed completion and the customer or their representative has inspected the work without raising any concerns, all obligations under the contract relating to the performance of physical works are considered to have been met.
6.4.12 Documentation and Use of Images: As part of the Company's quality assurance and auditing processes, the appointed engineer will take photographs of the installed equipment and any relevant infrastructure. These images will be stored in the Company's records. The customer acknowledges and agrees that such photographic documentation is crucial for auditing, quality control, and maintaining service standards. The customer’s consent for photographic documentation is limited to the purposes of auditing, quality control, and maintaining service standards. All photographs will be treated with confidentiality and in compliance with applicable data protection legislation.
6.4.13 Attendance of Additional Personnel: The customer acknowledges that the visit from the engineer may be accompanied by additional personnel, including but not limited to managers, supervisors, trainees, or apprentices, for the purposes of oversight, training, and quality assurance. The customer is assured that all additional personnel attending with the engineer are held to the same professional standards and confidentiality agreements as all Company employees. Their presence is solely for the enhancement of service quality and training purposes.
6.4.14 Marketing and Promotional Use of Images: For marketing and promotional purposes, the Company may wish to use images of the installed equipment. This use is separate from the documentation purposes described in the section on “Documentation and Use of Images” and requires separate, explicit consent from the customer. No identifying details of the property or the customer will be used in marketing materials without further explicit consent. Customers will be asked to provide this consent separately, and it is entirely optional.
6.4.15 Amendments: BoxHeat reserves the right to amend these provisions to comply with changes in safety regulations, equipment standards, or unforeseen circumstances, with proper notice provided to all affected customers. This ensures our practices remain in line with industry standards and legal requirements.
6.5 Additional Trades, Interim Solutions, and Installation Completion
6.5.1 Additional Trades Requirement: The Customer acknowledges that during the installation of equipment by BoxHeat, it may become necessary to engage additional tradespeople to ensure the comprehensive completion of the installation process. This may include, but is not limited to, the services of qualified electricians for tasks such as wiring controls or completing electrical integrations.
6.5.2 Interim Solutions and Scheduling: The Company is committed to ensuring that the Customer's new equipment is operational as quickly as possible. In the event that additional tradespeople are required to complete the installation, the Company will make reasonable efforts to ensure that the equipment is left in a functional state until such time that a qualified tradesperson can complete the necessary work.
The Company acknowledges that arranging for immediate follow-up visits may not always be possible and commits to scheduling any necessary follow-up work at a time that is convenient for the Customer, subject to the availability of the required tradesperson(s).
6.5.3 Completion Timeframe: While the Company will make every reasonable effort to facilitate a seamless and efficient installation process, it does not guarantee that the involvement of additional trades will allow for the installation to be completed on the same day as initiated. The timeframe for completing the installation is dependent upon the availability of the required tradesperson(s) and the specific requirements of the installation.
The Customer agrees that the Company is not liable for any delays in completion arising from the need to involve additional trades or the availability of such tradespeople.
6.6 Removal of Redundant Materials
6.6.1 Scope of Removal Services: BoxHeat commits to the removal of redundant materials, including but not limited to, your old boiler, packaging materials, hot water cylinder, storage tank, and pipework associated with the installation service provided. This service is standard with every installation, subject to the conditions outlined below.
6.6.2 Conditions for Removal: The removal of redundant materials is contingent upon the items being safe and accessible for our heating engineers to handle. Accessibility is determined based on a risk assessment conducted by the engineer on site.
6.6.3 Exclusions: Notwithstanding the above, BoxHeat will not remove any supplies, equipment, or redundant materials that require loft, roof access, or any other access deemed unsafe or inaccessible by our engineers. In such cases, BoxHeat will ensure that these items are made safe and are rendered redundant before the completion of the installation process.
6.6.4 Disposal and Recycling: Any items removed from your property in the course of our installation service will be disposed of or recycled following all relevant local authority regulations and/or Government environmental guidelines.
6.6.5 Keeping Old Materials: Please inform the engineer if you wish to keep any old materials, such as your old boiler or parts, before the installation starts.
6.6.6 Liability and Compensation: BoxHeat will not be held liable for the return or reimbursement of any material value for items removed after the commencement of the installation process. Furthermore, BoxHeat will not issue financial compensation for any materials removed as part of our standard removal service.
6.7 Our Promise for a Positive Environment
6.7.1 Creating a Friendly Space: At BoxHeat, we're dedicated to ensuring a safe and respectful environment for everyone involved. We kindly ask for your support in making our engineers feel welcomed, mirroring the respect and professionalism we commit to providing.
6.7.2 Addressing Unwelcome Situations: Should our team encounter any disrespectful or unsafe behaviour, they may need to leave to ensure their own safety. In such instances, rescheduling might be necessary, and it's important to note that refunds may not be possible. Mutual respect is the cornerstone of our interactions, and we expect all parties to uphold this standard. We take any form of mistreatment towards our team very seriously and will take appropriate measures to ensure their safety.
6.7.3 Next Steps in Challenging Situations: If issues regarding safety or respect arise, BoxHeat will assess the situation and determine the best course of action. This could include pausing or terminating our services if an environment is deemed unsafe. Communication will be key, and we will keep you informed, striving to resolve matters in a way that best serves the interests of all parties involved.
At BoxHeat, we understand that plans can change. To accommodate our customers while ensuring efficient operation, we have established the following cancellation policy:
Free Cancellation Window: Customers may cancel their boiler installation service without any charge at any time before the installation begins.
Late Cancellation Fee: Cancellations made after this period will incur a cancellation fee. This fee is to cover part of the costs or losses incurred by BoxHeat due to scheduling changes. The exact amount of the fee will depend on the specific circumstances of the cancellation.
Missed Appointments: If a customer is not present at the scheduled time and location for the installation and has not informed us in advance, it will be considered a no-show. Please be aware that no-shows may incur a charge.
How to Cancel: To cancel your installation service, please contact us at 020 4614 2422 with your order number and contact information. We will process your cancellation and, if applicable, issue a refund according to the terms of this policy.
7.2 Cancellation by BoxHeat
Service Cancellation: BoxHeat reserves the right to cancel any installation service due to unforeseen circumstances or events beyond our control. In such cases, customers will be notified as soon as possible.
Refunds: In the event of a cancellation by BoxHeat, customers will be offered a full refund or the option to reschedule the service at a later date, whichever is preferred.
7.3 Modifications to Services
Should you wish to make any changes to your scheduled installation service (e.g., changing the installation date or the type of boiler to be installed), please contact us as soon as possible. We will make every effort to accommodate your request subject to our scheduling availability and any potential adjustments in the service cost.
Contact Information
For any questions or concerns regarding our cancellation policy or to make a cancellation or modification request, please contact us at 020 4614 2422.
7.4 Limitation of Liability
What We're Not Liable For: We want to be upfront about what BoxHeat is responsible for. Under no circumstances will BoxHeat be liable for indirect losses or damages that might happen to you or anyone else. This includes, but isn’t limited to, things like lost profits, missed business opportunities, or interruptions to your business. This applies no matter what the problem might be – whether it's related to how the installation was done, how your boiler works, delays in getting our services, or anything else that might come up with the services BoxHeat provides.
8.1 Manufacturer and Workmanship Warranty:
Manufacturer Warranty: BoxHeat supplies products with a manufacturer-backed warranty, covering parts and labor for periods specified by each manufacturer. To maintain the warranty's validity, the product must be serviced and inspected annually by a Gas Safe registered engineer. The Customer is responsible for arranging these services and keeping accurate records of them. These records should be available to present to the manufacturer for any warranty claim. Failure to provide these records upon request will result in the warranty being voided.
Supplementary Product Warranties: Supplementary items, such as radiators and thermostats, are typically covered by a 12-month parts and labour warranty. The warranty period for other components, like filters, may differ based on the manufacturer. For specific warranty information, please contact BoxHeat.
BoxHeat Workmanship Warranty: Beyond the manufacturer's warranty, BoxHeat provides a 12-month workmanship warranty on all installation services performed by our certified engineers. This warranty extensively covers all products, pipework, and electrical installations against faults directly attributable to our installation work.
Issue Resolution and Repairs: We are committed to working proactively with our customers and product manufacturers/suppliers to resolve any issues swiftly and efficiently. In cases where faulty equipment needs refitting, we understand the potential for significant delays and inconvenience. Our priority is to minimise any disruption to your household, possibly by arranging for the product manufacturer to perform on-site repairs and by doing everything within our power to accelerate the repair process.
Exclusions from Workmanship Warranty: Our workmanship warranty offers extensive coverage, yet it is important to note the specific exclusions outlined below.
We aim to ensure that our customers have a clear understanding of our workmanship warranty's coverage and limitations. Should you have any questions or require further clarification regarding any aspect of our warranty, we encourage you to reach out to our customer service team.
8.2 Warranty Void Conditions:
In addition to the above exclusions, any guarantee provided will be null and void if:
Neither the Company nor the manufacturer of any parts or equipment will be liable under this contract or otherwise for warranty repairs or any other issues arising from the aforementioned circumstances.
Scope of Warranty: This warranty specifically covers the equipment installed as part of this contract. All existing timers, controls, radiators, towel rails, pipework, drains, and other equipment or devices are excluded from this warranty.
Exclusions from Warranty: This warranty does not cover the replacement of consumables such as lamps, bulbs, filaments, batteries, or any parts beyond their individual warranty periods as specified by their manufacturers. Additionally, any timers, thermostats, lockout devices, or similar devices added to the equipment after the manufacturer's warranty has expired are also excluded.
Warranty Claims: To initiate a warranty claim for any equipment or component faults, you must contact the manufacturer as soon as possible upon discovering the issue. Refer to the instruction manual for contact details, or email support@boxheat.co.uk.
Investigation and Repair Visits: Should the Customer request a visit to investigate or repair an issue, and upon inspection at the property, the Company finds no fault, or determines that the issue arose due to Customer misuse, damage, or interference by a third party, the following charges will apply:
Callout Fee: £65 + VAT Hourly Rate (after the first hour): £45 + VAT Parts: At trade price plus a 15% handling fee + VAT
Preauthorisation of Charges: In certain cases, the Company may require the preauthorisation of an agreed amount before attending the site.
Third-Party Labour Costs: Unless specifically agreed upon in advance, the Company will not reimburse the Customer for the cost of labour by third parties appointed to address an issue, irrespective of the cause of the fault.
Limitation of Liability
Scope of Liability: BoxHeat is dedicated to providing high-quality service. However, it's important for our customers to understand that our liability is limited. BoxHeat, including its employees, agents, and subcontractors, will not be liable for any indirect or consequential losses or damages that customers or any third parties might incur. This includes, but is not limited to, loss of profit, loss of business, business interruption, or loss of business opportunity.
Applicability: This limitation applies to all aspects of our services, including the installation process, the functionality of the products we install, delays in service provision, or any other service-related issue that might arise.
Acknowledgment: By agreeing to our services, customers acknowledge and accept this limitation of liability, understanding that BoxHeat's liability for direct damages, to the extent that such liability can be limited by law, shall not exceed the amount paid by the customer for the specific service causing the issue.
Exceptions: This limitation of liability does not exclude or limit BoxHeat's liability for things that cannot be legally excluded or limited by applicable law, including but not limited to death or personal injury caused by our negligence or fraudulent misrepresentation.
General Provisions
Severability: Should any part of these Terms and Conditions be held invalid, illegal, or unenforceable, the validity, legality, and enforceability of the remaining parts shall not in any way be affected or impaired thereby.
Entire Agreement: These Terms and Conditions represent the full agreement between you and BoxHeat regarding our services and supersede all previous discussions, agreements, or understandings, whether oral or written. Changes to this agreement require written consent from both parties.
Modifications to Terms: BoxHeat may revise these Terms and Conditions at any time. We will notify you of any changes by posting the new terms on our website. By continuing to use our services after such changes, you agree to be bound by the revised terms.
Assignment: Your rights and obligations under these Terms and Conditions cannot be transferred or assigned without BoxHeat’s prior written consent.
Waiver: Failure by BoxHeat to enforce any right or provision of these Terms and Conditions will not be deemed a waiver of such right or provision.
Acceptance of Terms: By booking a boiler installation service via our website, you agree to these Terms and Conditions. If you disagree with any part of these terms, please do not book a service.
Contact Information: For any inquiries regarding these Terms and Conditions, please reach out to us at support@boxheat.co.uk or call 020 4614 2422.
Governing Law: These Terms and Conditions are governed by the laws of England and Wales. They shall be interpreted in accordance with those laws, without regard to conflict of law principles.
Acknowledgment: By utilising BoxHeat’s services, you confirm that you have read, understood, and agreed to be bound by these Terms and Conditions.
Last updated on September 29, 2024