ExcelHeat Solutions Terms and Conditions

1. The Company will provide a written quote when required/requested. The quote will include the cost of installing gas appliances and/or central heating equipment as specified in the Order Description Checklist. If during the installation, the operative/engineer must deviate from the original quotation, the Company retains the right to provide an additional quotation for further works required. If any faulty central heating and/or gas appliance components are discovered during the installation and require replacement, the Customer will be provided with an additional quote for replacement. In the event of any unforeseen circumstances arising after the contract has been agreed or the work has started, then no further works will take place until both the works and the price have been agreed.

2. The Company shall only be bound by quotation given in writing to the Customer and signed by a duly authorised representative of the Company. The Company shall not be bound by any quotation given orally or in which manifest errors occur.

3. The time estimate provided for completion of installation is a best estimate of the likely time scale prior to commencement of the services provision. The Company will make every reasonable effort to start and complete the work within the provided quotation, but cannot accept liability for any cost, losses or expense incurred by the Customer because of any delays or rescheduled appointments beyond the reasonable control of the company.

4. The Company will do all that it reasonably can to meet the date given for delivery and/or installation. In the case of unforeseen circumstances, beyond the reasonable control of the company, the Company will contact the Customer and agree an alternative date.

5. If, after the Company shall have carried out the works, the Customer is not wholly satisfied with the works then the Customer shall give notice in writing as soon as possible to the Company and shall afford the Company, and its insurers, the opportunity of both inspecting such works and carrying out any necessary remedial works if appropriate. The Customer accepts that if he fails to notify the Company within 12 months of the initial installation then the Company shall not be liable in respect of any defects in the works carried out.

Payment

1. All balances are due for immediate payment upon commissioning of the gas appliance.

2. The manufacturer's parts and labour warranty is registered by the Company on full payment of the balances by the Customer. If the Customer does not finalise balances due on satisfactory completion or within 72 hours of Completion, they risk voiding the manufacturer's parts and labour warranty of which the Company accepts no liability. If all or any part of the installation remains incomplete after the commissioning of the appliance, only reasonable amount from the balance should be withheld, and will allow the Company to register the appliance warranty and avoid any risk of the appliance warranty being voided.

3. The Company will commit to the Customer that all quoted works will be completed in full, However, if all or any part of the installation remains incomplete after the full commissioning of the appliance, the Customer will agree to retain reasonable amount of the quoted sales price until the date that all works have been completed.

Guarantee and Warranties

“The following terms do not affect the consumers rights to redress under the Consumer

Rights Act 2015”

Cancellation Policy

There is a 14-day cooling off period starting from the date of signed acceptance of the

quotation during which the Customer has the right to cancel the order without penalty. After

this time a reasonable amount will be retained by the Company for all unrecoverable costs

incurred as a direct result of the cancellation.

Complaints Policy

The business always endeavours to provide the best service. However, on rare occasions there may be times where a customer may not be completely satisfied.

To ensure the business can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards the business aims to achieve.

Please contact the business straight away with any concerns either by phone, email or write to us. If writing, get proof of posting.

Business Complaint Procedure

On receipt of your complaint the business aims to respond within 5 days.

The business will arrange a convenient date to come and view and/or remedy the situation within 28 days. In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service. Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.

The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement. If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.