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SUPPLY TERMS AND CONDITIONS

  1. ABOUT US
    • You can find everything you need to know about us, TF Heating & Plumbing Ltd and our services on our website or from our sales staff before you order. We also confirm the key information to you in writing before or after you order.
    • When you buy from us you are agreeing that:
      • We only accept orders when we’ve checked them.
      • Sometimes we reject orders.
      • We charge you when you order, unless we have agreed credit terms with you.
      • We charge interest on late payments.
      • We pass on increases in VAT.
      • We’re not responsible for delays outside our control.
      • You’re responsible for making sure your measurements are accurate.
      • We charge you if you don’t give us information we need or do preparatory work as agreed with us
      • If you bought online, over the telephone or on your doorstep, you have a legal right to change your mind.
      • You can end an on-going contract (find out how).
      • You have rights if there is something wrong with your service.
      • We can change services and these terms.
      • We can suspend supply (and you have rights if we do).
      • We can withdraw services.
      • We can end our contract with you.
      • We don’t compensate you for all losses caused by us or our services.
      • We use your personal data as set out in our Privacy Notice.
      • You have several options for resolving disputes with us.
      • Other important terms apply to our contract.
  1. WE ONLY ACCEPT ORDERS WHEN WE’VE CHECKED THEM

We contact you to confirm we’ve received your order and then we contact you again to confirm we’ve accepted it.

  1. SOMETIMES WE REJECT ORDERS

Sometimes we reject orders, for example, because a credit reference we have obtained is unsatisfactory, we cannot provide the service, because you are located outside the UK or because the service was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

  1. QUALITY
    • We offer a goodwill guarantee that the Services have been provided with reasonable skill and care and that there are no defects in the provision of the Services for a period of 12 months from the date of completion of the Services (as determined by us) (Warranty Period).
    • If:
      • you give notice in writing to us during the Warranty Period within a reasonable time of discovery that the Services do not comply with the warranty set out in clause 1; and
      • we are given a reasonable opportunity of examining all relevant premises where Services have been provided; and
      • we determine that the defect has been caused by us, we will re-perform the defective Services (or defective part thereof).
    • Except as provided in this clause 4, we will have no liability to you in respect of defective services.This provision applies to any replacement services supplied by us.
  2. WE CHARGE YOU WHEN YOU ORDER UNLESS WE HAVE AGREED CREDIT TERMS WITH YOU.

However, for some services we take payment at regular intervals, as explained to you during the order process.

  1. WE CHARGE INTEREST ON LATE PAYMENTS

If we’re unable to collect any payment you owe us we charge interest on the overdue amount at the rate of 4% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.

  1. WE PASS ON INCREASES IN VAT

If the rate of VAT changes between your order date and the date we supply the service, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

  1. WE’RE NOT RESPONSIBLE FOR DELAYS OUTSIDE OUR CONTROL

If our supply of your service is delayed by an event outside our control, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial you can contact us to end the contract and receive a refund for any services you have paid for in advance, but not received, less reasonable costs we have already incurred.

  1. YOU’RE RESPONSIBLE FOR MAKING SURE YOUR MEASUREMENTS ARE ACCURATE

If we’ve asked you for measurements or other preparatory steps to be taken prior to us providing the service, you’re responsible for making sure those measurements or preparatory steps are correct.

  1. HEAT LOSS CALCULATION(S)
    • If the Services comprise a heat loss calculation for the maximum amount of heat containment in a Property, we will carry this out at quotation stage. We will identify suggestions for equipment required at the time of the calculation based on the results of the calculation as at that date. If you request any changes to those calculations, placement of equipment or otherwise, you understand that this will affect the original calculation. As such, we cannot accept responsibility for the output of heat that does not match the original heat loss calculator and we offer no guarantee in this regard.
    • If you require further heat loss calculations we shall be entitled to charge for such additional calculations at the rate(s) specified by us, or if none specified, at our then current rates.
  2. EPC’s
    • If as part of the Services, we are we are fitting/installing an ASHP, you are must ensure that you have an accurate and up to date Energy Performance Certificate (EPC) covering the requirements as laid down by the Boiler Upgrade Scheme (BUS). In order for us to be able to complete such works, the EPC must cover and show that that the property has double glazing, cavity wall insulation and roof insulation of a certain depth. It must also show that a renewable heat source will benefit the energy efficiency of the property as a whole (Requirements).
    • The EPC must have been conducted by a Government obtained assessor and cover the Requirements noted above. You acknowledge that we are relying on the fact that you have obtained a suitable EPC and that such EPC is accurate and up to date.
    • If on re-inspection following completion of an ASHP installation, it shows that the property does not meet all of the Requirements, that you (or anyone else) has undertaken work outside of the requirements of the BUS or has failed to do anything required by the BUS, you agree that you will on demand, reimburse us for all costs, expenses, losses, liabilities we have suffered or incurred as a result.
  3. WE MAY CHARGE YOU IF YOU DON’T GIVE US INFORMATION WE NEED OR DO PREPARATORY WORK AS SPECIFIED BY US
    • We charge you additional sums if you don’t give us information we’ve asked for about how we can access your property to provide the service or if you don’t do preparatory work to prepare for the services, as agreed with us. For example, we might need to return on another vehicle or with extra manpower, reschedule services or delay deadlines.
    • If you bought online, over the telephone or on your doorstep, you have a legal right to change your mind and however you bought you have rights under our guarantee.
    • For most of our services bought online, over the telephone or on your doorstep, you have 14 days after the date we confirm your order to change your mind about a purchase, but you lose the right to cancel any service, when it’s been completed (and you must pay for any services provided up the time you cancel).
    • How to let us know and what happens next. If you change your mind contact us. We refund you as soon as possible and within 14 days of you telling us you’ve changed your mind. We refund you by the method you used for payment. We don’t charge a fee for the refund.
  4. YOU CAN END AN ON-GOING CONTRACT (FIND OUT HOW)

We tell you when and how you can end an on-going contract with us (for example, for regular services) during the order process and we confirm this information to you in writing after we’ve accepted your order. If you have any questions, please contact us.

  1. YOU HAVE RIGHTS IF THERE IS SOMETHING WRONG WITH YOUR SERVICE
    • If you think there is something wrong with your service, you must contact our us. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that You have several options for resolving disputes with us.

Summary of your key legal rights

If your product is services, the Consumer Rights Act 2015 says:

You can ask us to repeat or fix a service if it’s not carried out with reasonable care and skill, or get some money back if we can’t fix it.

If a price hasn’t been agreed upfront, what you’re asked to pay must be reasonable.

If a time hasn’t been agreed upfront, it must be carried out within a reasonable time.

  1. WE CAN CHANGE SERVICES AND THESE TERMS
    • We can always change a service:
      • to reflect changes in relevant laws and regulatory requirements; and
      • to make minor technical adjustments and improvements, for example to address a security threat.
    • We can also make the following types of change to the service or these terms, but if we do so we’ll notify you and you can then contact us to end the contract before the change takes effect and receive a refund for any services you’ve paid for in advance, but not received.
  2. WE CAN SUSPEND SUPPLY (AND YOU HAVE RIGHTS IF WE DO)
    • We do this to:
      • deal with technical problems or make minor technical changes;
      • update the service to reflect changes in relevant laws and regulatory requirements; or
      • make changes to the service (see We can change services and these terms).
    • We contact you in advance to tell you we’re suspending supply, unless the problem is urgent or an emergency. If we suspend the service [for longer than [four weeks], we adjust the price so you don’t pay for it while its suspended. If we suspend supply, or tell you we’re going to suspend supply, for more than [four weeks] you can contact us to end the contract and we’ll refund any sums you’ve paid in advance for services you won’t receive.
  3. WE CAN WITHDRAW SERVICES

We can stop providing a service. We let you know as soon as we reasonably can and we refund any sums you’ve paid in advance for services which won’t be provided.

  1. WE CAN END OUR CONTRACT WITH YOU

We can end our contract with you for a service and claim any compensation due to us if:

  • you don’t make any payment to us when it’s due and you still don’t make payment within 7 days of our reminding you that payment is due;
  • you don’t, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the service, for example, failing to prepare your premises for the service as documented by us.
  1. WE DON’T COMPENSATE YOU FOR ALL LOSSES CAUSED BY US OR OUR SERVICES

We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:

  • Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
  • Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We’re not responsible for delays outside our control.
  • Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
  • A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.
  1. WE USE YOUR PERSONAL DATA AS SET OUT IN OUR PRIVACY NOTICE

How we use any personal data you give us is set out in our Privacy Notice which is available by contacting us.

  1. YOU HAVE SEVERAL OPTIONS FOR RESOLVING DISPUTES WITH US
    • Our Customer Service Team will do their best to resolve any problems you have with us or our services.
    • These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
  2. OTHER IMPORTANT TERMS
    • We can transfer our contract with you, so that a different organisation is responsible for supplying your service. We’ll tell you in writing if this happens and we’ll ensure that the transfer won’t affect your rights under the contract.
    • You can only transfer your contract with us to someone else if we agree to this.
    • This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
    • If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
    • We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.