All quoted costs are based on the specification & discussions to date. Any changes to the specification, materials used or requested, will be invoiced accordingly. These changes may also impact on timescale. Where possible, we will seek approval on any significant charges or changes in cost.
How we charge?
boilerPRO charges for Labour on an hourly rate basis. There is a one hour minimum charge on all call-outs to a property. Diagnosis of a repair, or anything that requires a tool from a toolbox, is deemed to be considered as “starting work” and is chargeable.
After the first hour, we invoice based on time, in 30-minute increments. Therefore, if our time on site is 1 hour 10 minutes, we will charge for 1.5 hours.
Extra works on top of a fixed price service;
Where we are called to carry out a fixed-price service, for example, a boiler service, any additional work that may be required will automatically be chargeable under our hourly rates, at a 30min minimum additional charge and so on.
Additional charges
On top of Labour, additional charges are applied for Sundries (Minor materials used i.e Silicone, Adhesives etc..), Parts/Materials (trade price plus our margin. note: this will be higher than you can find the item on google or screwfix for!) and for Parking, ULEZ and Congestion where applicable.
Additional note; We will not be able to provide a 'proof of purchase' from our suppliers, either for Warranty Claim purposes, and/or pricing justification. Our invoice to you, serves as a proof of purchase as far as the manufacturer is concerned.
Unsuccessful Repairs
Where we may be called to a breakdown or repair of which we cannot complete, or requires the expertise of another trade or service, our one-hour minimum charge will still apply. For example; If we are called to a Central Heating issue, and diagnose the fault to be electrical, and requiring a qualified electrician, we may be able to facilitate in arrange that, but our visit and diagnosis to this point is chargeable at hour hourly rate, as one-hour minimum.
The same applies to a visit where-by we 'try' to fix something, but it is not fixable. Our minimum charge still applies.
OUR PRICE-MATCH PROMISE
This applies to 'quoted-for' works only, for example a new Boiler Installation. In order to match a price, we would require to see the full quotation and specification of works, in order to offer a direct comparison. It is important to recognise how the differences in specification, brands, materials used and job approach can vary the cost significantly.
Note; We do not price-match our Repair Work, Hourly Rate Work, Small Jobs, and in any event, post job completion.
All prices exclude VAT of 20% unless otherwise stated.
Payments
boilerPRO operates a “pay on booking” procedure and requires a Card Payment to cover the first hour (£108.00 inc.VAT) on booking your appointment. Your card details are securely stored on our payments software portal, and unless any other payment arrangements are made, will be represented for the final amount. Please note; where possible, we will take secondary payment while onsite with you the customer, this would be with a Chip & Pin Terminal, or by calling into the office, where permission will be given to represent your card for payment or provide an alternative card.
Where a cardholder/payer will not be present, card details should be provided to the office in advance of the booking. i.e. Landlord, Business Partner, Spouse.
Charges Disputes & Liabilities
Any concerns over charges should be made whilst our engineer is on site. If the engineer cannot provide resolve to the situation, he/she should contact the office to speak to a manager. If you have any concerns about the charges applied, after the engineer has left, then these should be reported within 24hrs.
Any dissatisfaction with the workmanship received, should be reported immediately, and indefinitely within 7 days, for the purposes of clarity and effective resolve. Any concerns outside of this timeframe will still fall under our workmanship warranty, and withholding of payment should not be considered as leverage for us to carry out remedial works. We will attend as soon as possible.
Due to the nature of our work, the complexity and many variables we face, we cannot guarantee a result 100% of the time. We may find a secondary issue, and even working within an appliance can cause disruption to other parts. We cannot be liable for all these eventualities, and ask for your consideration of this when engaging in our services.
Overdue Payments & Further Charges
All payments are due on completion of works i.e. while we are in your home or business.
If a payment is not made within a 7-days, we reserve the right to pass on the debt to our debt-recovery company (Athena Collections - www.athenacollections.co.uk)
Any invoices passed to the debt collection company, will incur an immediate charge of 10%+VAT (min £30.00+VAT)
We reserve the right to apply interest at 8% above the Bank of England base rate per annum, calculated on a daily basis on any ledger account or individual invoice unpaid after thirty days from the date of the invoice date. Alternatively, at our discretion we may decide to apply the provisions of the Late Payment of Commercial Debts (Interest) Act 1998.
All outstanding invoices subject to the above will be immediately due and payable, regardless of the date of the invoice. In addition, you will be liable to pay us any costs arising in the pursuance of recovery of overdue invoices, howsoever incurred.
Client Accounts & Business-to-Business arrangements
Payments may be subject to special payment terms, up-to but not exceeding 30-day payment terms and should be made by BACS.
Deposit Payments
We require a 50% deposit payable by BACS or Debit/Credit Card at least 48 hours before a Project/Installation commences, and the balance, including any variations or extras, is due on the day of satisfactory completion.
Estimates & Quotations
Where a customer is enquiring for planned works i.e. Boiler Installation or Bathroom project, and asks for a quotation, these will be carried out free of charge.
Where possible, we will aim to carry these out remotely by video or using images etc. Upon acceptance of any remote estimate, we are happy to verify the installation and the details of the quote before work commences.
Prices provided on any Estimate or Quotation is valid for 30 days from the date it is sent, as Materials & Labour Prices are subject to change and inflation.
Any quote that is accepted, is subject to auto-acceptance of our Terms & Conditions.
Our Guarantee and Warranties
All work undertaken comes with a 1-Year Warranty (12 months) on domestic works. Our guarantee covers our workmanship and installation services, and this will include pipework and connections. Appliances, Peripherals, Sanitary-Ware, Furniture, Water Systems, and Boilers etc. are all subject to their own manufacturer’s warranty.
Where a major appliance may fail during its warranty period, and dependant on further symptoms and information, we may refer you to the manufacturer for a repair or replacement. Please note, in the case of a Boiler Warranty, this will often be subject to regular servicing and water condition checks.
Please note: It is your responsibility to maintain your manufacturer's warranty. BoilerPRO cannot be liable to reminding you about your servicing schedule, the terms and validity of your warranty, wether we installed the product or not. Should you call us out to a boiler repair that would have been covered under warranty, you are still liable to pay the first hour charge.
Should boilerPRO be called to a repair under warranty, and the repair required is due to a Part or Appliance that is faulty, we will arrange for an exchange item to be sourced, but labour charges will still apply. This is dependant wether the part was supplied by ourselves in the first instance and is indeed under it’s own warranty period.
Smart Thermostats will be configured with one device during installation. No ongoing technical support will be offered on these devices. Often such devices fail due to connectivity issues and it is best to contact the manufacturer or technical helpline for further assistance and troubleshooting
Complaints Policy
We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied.
To ensure we are able to put things right as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction.
As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards.
In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible. Either call us on T: 01372 620621, or write to us at 114-116 High Street, Esher, Surrey,KT10 9QJ, or email us at admin@boiler-pro.co.uk and we aim to respond within 3 working day(s) of receiving your complaint and where possible, will provide you with a date to remedy any issues raised.’
Notice of the Right to Cancel / Cool-off period
Under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulation 2013 you have the right to cancel this contract during a period of 14 calendar days from the day this notice is sent or given to you. During that period if you choose to cancel the contract any money paid by you will be refunded. However if you have already given written approval for the work to begin before the end of the cancellation period you may be required to pay for goods or services already provided.
Contracts where the consumer has specifically requested us to carry out urgent repairs or maintenance are not covered by the regulations, however this exemption will not apply to other goods or other services provided at the same time.
If you wish to cancel the contract you must do so in writing and deliver personally or send (which may be by electronic mail or post) this to the administration team. You must state your Name, Address and Reason for cancellation. The notice of cancellation is deemed to be served as soon as it is posted or in the case of an electronic communication from the day it is sent.
Registered Company in England & Wales
boilerPRO is a trading name in association with JustFix Limited, a UK Registered Company, company No.12819875, Registered in England & Wales. VAT No. 403614729
Registered Company Address; Kemp House, 128 City Road, London, EC1V 2NX
Our correspondence address is; boilerPRO Ltd, 114-116 High Street, Esher, Surrey, KT10 9QJ
