Terms of Service
These Terms set out the basis on which Boilerworx provides services to you. By engaging Boilerworx for any work, you agree to these Terms. They're written in plain English and are intended to be fair to both sides.
About us
Boilerworx is a sole-trader heating business operated by Simon Lewis, Gas Safe registered engineer (#504292). Our business address is Lower Warberry Road, Torquay, Devon, TQ1 1TN. You can reach us on 01803 451011 or simon@boilerworx.com.
The services we provide
We carry out work on domestic gas boilers and heating systems including:
- Boiler repairs and fault diagnosis
- Annual servicing
- New boiler installation and replacement
- Landlord Gas Safety Records (CP12)
- System cleaning and inhibitor treatment
All gas work is carried out by Simon Lewis as a Gas Safe registered engineer in line with current Gas Safety (Installation and Use) Regulations.
Booking work
Work is booked by phone or email. When you book, you agree:
- To provide an accurate description of the issue and access details
- To be present at the property (or to arrange access) at the agreed time
- To allow safe working conditions (turning off the boiler in advance if appropriate, providing reasonable lighting and clear access to the boiler)
Call-out fees and pricing
Standard pricing for repairs, servicing, CP12 inspections, and out-of-hours work is published on the Boilerworx website at boilerworx.com/boiler-repairs and boilerworx.com/boiler-servicing. The prices shown there at the time you book apply to your job.
Published prices are for typical jobs in standard conditions. Quotes for work outside that scope (large or commercial properties, unusual access, complex systems) will be agreed before work starts.
New boiler installations are quoted separately based on the boiler chosen and the installation requirements.
Boilerworx is not VAT registered, so prices are shown inclusive without VAT.
Diagnostic work and repairs
The standard call-out fee covers diagnosis of the issue and the first hour of work. Once the cause is identified, we'll explain what needs to be done and quote any additional cost before going ahead. You can choose to:
- Approve the repair and have us proceed
- Approve only some of the work suggested
- Decline the repair and pay only the call-out fee
We won't carry out chargeable work without your agreement.
Parts
Where parts are needed:
- Common parts are usually carried on the van and can often be fitted on the same visit
- Less common parts are ordered as required, with a return visit booked
- Parts are charged at cost plus a small handling margin
- You'll be told the cost of any part before it's fitted
Used parts removed during a job are disposed of by us unless you ask to keep them.
Payment
Payment is due on completion of the work, by:
- Bank transfer (details provided on the invoice)
- Card payment (taken in person at the property)
- Cash
For larger jobs (typically new boiler installations) we may ask for a deposit at the time of booking. Any deposit is set against the final invoice.
Invoices not paid within 14 days may be subject to a late-payment charge under the Late Payment of Commercial Debts (Interest) Act 1998 where applicable.
Cancellations
Your right to cancel
If you've booked a service or repair (rather than agreed to it on the day at your property) you have the right to cancel under the Consumer Contracts Regulations 2013. Standard cancellation period is 14 days from booking. To cancel, just contact us by phone or email.
If you cancel after work has started
If you ask us to start work within the 14-day cancellation period and then cancel, you may have to pay for the work done up to the point of cancellation, including any parts already used or ordered.
If we need to cancel
If we have to cancel or reschedule (for example, illness, vehicle breakdown, or running over on a previous job), we'll let you know as early as we can and rearrange at no cost to you.
Warranty on our work
New boiler installations
New boilers come with a manufacturer's warranty (typically 5 to 12 years depending on the boiler model and brand). We'll register the boiler with the manufacturer at installation so the warranty is active from the start. The manufacturer's warranty covers the boiler itself.
Our installation work is also guaranteed for 12 months from the date of installation. If the issue turns out to be a fault with how the boiler was fitted (rather than a manufacturing fault), we'll fix it at no charge.
Repairs and servicing
Repair work is not covered by a separate workmanship warranty. The cause of a fault may turn out to be a different component to the one diagnosed and replaced; the original repair was carried out in good faith based on the symptoms presented. If a repair fails within a short period after we've completed the work and the cause is the same component, we'll discuss the situation with you fairly.
Servicing work is not covered by a workmanship warranty in the sense of a guaranteed outcome, because annual servicing is preventative rather than corrective.
What's outside our control
There are situations where we may not be able to complete a job in the way originally expected, including:
- Pre-existing faults that weren't apparent at the time of diagnosis
- System contamination, sludge, or limescale that complicates the work
- Pipework or fittings that are damaged or non-compliant when uncovered
- Manufacturer parts being unavailable or discontinued
- Issues with gas supply, water supply, or electrical supply at the property
Where any of these affect the job, we'll explain the situation and discuss options before continuing.
Limitation of liability
Boilerworx is responsible for losses that are a direct and foreseeable result of our work. Our total liability for any claim is limited to the amount paid for the work in question. We're not responsible for:
- Indirect or consequential losses (such as loss of income or alternative accommodation costs) where these aren't a foreseeable consequence of the work
- Pre-existing faults in the boiler or heating system
- Damage caused by other parties working on the system before or after us
- Issues that become apparent only after the work is complete and that arise from circumstances we couldn't reasonably have known about
Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be limited under English law.
Complaints
If you're not happy with the work we've done or how something has been handled, please contact us first. We'll respond within 5 working days and try to put things right.
If we can't resolve the issue between us, you can:
- Refer the matter to Gas Safe Register if it concerns gas safety
- Use the Online Dispute Resolution service if applicable (ec.europa.eu/consumers/odr)
- Take legal action through the small claims court
Governing law
These Terms are governed by English and Welsh law. Any disputes will be dealt with by the English courts.
Changes to these Terms
If we change these Terms, the new version will apply to bookings made after the change. The version that applies to your booking is the one in force on the date you booked.
Contact us
If you have questions about these Terms, contact us:
Boilerworx
Lower Warberry Road
Torquay
Devon
TQ1 1TN
Phone: 01803 451011
Email: simon@boilerworx.com