Terms And Conditions

These Terms & Conditions apply to all works carried out by Heatworks Sussex LTD (“we”, “us”, “our”). By accepting a quotation or instructing us to proceed, you agree to the terms set out below.

1. Quotations & Variations

1.1 All quotations are provided free of charge and without obligation.
1.2 Quotations are based on the information available at the time of survey or enquiry and may be subject to change if circumstances alter.
1.3 Any amendments to the original order or scope of works must be agreed in writing. Where changes are requested, the quotation may be revised accordingly.
1.4 Quotations are valid for 7 days from the date issued unless stated otherwise.

2. Fault Finding & Investigations

2.1 Fault finding, investigations, and diagnostic work are chargeable.
2.2 Where remedial work is carried out by Heatworks Plumbing Sussex following diagnosis, the fault-finding charge may be waived or offset, at our discretion.

3. Installation Works & Property Finishes

3.1 Where flues pass through external walls, we will use reasonable endeavours to ensure the finished appearance matches the surrounding wall. However, exact colour or texture matching cannot be guaranteed.

3.2 Carpets, flooring, or coverings may need to be lifted to install pipework. We will take reasonable care to return flooring to as close to its original condition as possible. However, as heating engineers and not flooring specialists, we cannot accept liability for damage unless caused by our negligence.

3.3 Pipework will be installed and insulated in accordance with relevant standards. Pipework will be concealed where reasonably practicable, but final routing and concealment remain at our discretion.

4. Existing Systems & Unforeseen Issues

4.1 Power flushing and system cleaning may, in rare cases, expose pre-existing faults, weaknesses, or breaches within a heating system. We cannot be held responsible for such pre-existing conditions or any damage resulting from their exposure.

4.2 Installing a new boiler will not rectify faults in existing radiators or pipework. Any pre-existing radiator faults may require replacement at an additional cost.

4.3 During boiler installation, it may become apparent that existing pipework is incompatible due to size, condition, or layout. Where additional pipework is required, this may result in additional charges.

4.4 We accept no liability for damage caused by substandard walls, partitions, or structures that are not suitable for supporting fixtures or load-bearing items.

4.5 When removing or replacing taps, baths, or basins, every reasonable care will be taken. However, we cannot accept liability for damage to sanitaryware unless caused by our negligence, as existing defects (including hairline cracks) may not be visible prior to removal.

5. Waste Removal

5.1 Removal of waste materials from site is not included unless expressly stated within the quotation.
5.2 Ferrous and non-ferrous metals will be removed for recycling where applicable.

6. Guarantees

6.1 All workmanship and supplied materials are guaranteed for 12 months from completion of works, unless otherwise stated.
6.2 Manufacturer warranties apply separately and are subject to the manufacturer’s terms and conditions.

7. Complaints Procedure

7.1 We aim to provide a high standard of service at all times.
7.2 Upon completion of works, customers should inspect the work promptly.
7.3 If you are dissatisfied with any aspect of the work, please contact us as soon as possible so we can address the issue promptly.

Contact details:

England (Heatworks Plumbing and Heating – Heatworks Sussex Ltd)
01306 302312
jack@heatworksplumbingsussex.co.uk

7.4 We aim to respond to all complaints within 7 days and, where appropriate, will agree a date to rectify any issues.

8. Privacy & Data Protection

8.1 We take your privacy seriously and process personal data in accordance with applicable data protection legislation.
8.2 Personal data will only be used where necessary to fulfil contractual obligations or where requested prior to entering into a contract.
8.3 We will:

• Process personal data lawfully and fairly

• Implement appropriate technical and organisational security measures

• Restrict access to personal data to authorised personnel only

8.4 Personal data will not be shared with third parties except where required to deliver the requested service. We do not sell or share personal data for marketing or advertising purposes.

8.5 Personal data may be retained for up to 10 years following the end of services, where required for legal, warranty, or accounting purposes.

8.6 You have the right to request access to the personal data we hold about you. Requests should be submitted to:

Contact details:

England (Heatworks Plumbing and Heating – Heatworks Sussex Ltd)
01306 302312
jack@heatworksplumbingsussex.co.uk

8.7 In the event of a data breach, we will comply with all applicable legal obligations.

8.8 You have the right to raise concerns with the Information Commissioner’s Office (ICO):

9. Contracting Entity

9.1 Heatworks Plumbing and Heating operates as a trading name used by separate limited companies in England and Wales.

9.2 The legal entity you are contracting with will be clearly stated on your quotation, invoice, and any related documentation and will depend on the location of the works.

9.3 For the avoidance of doubt:

• Works carried out in England are contracted with Heatworks Sussex Ltd, trading as Heatworks Plumbing and Heating.

• Works carried out in Wales are contracted with Forge Hill Property Developments Ltd, trading as Heatworks Plumbing and Heating.

9.4 All contractual obligations, invoicing, payments, and liabilities apply solely to the relevant contracting entity named on your quotation and invoice.

10. Payment Terms

10.1 A materials deposit may be required prior to commencement of works. Materials will not be ordered and work will not begin until the required deposit has been received.

10.2 For larger projects, stage payments may be required. The timing and value of stage payments will be determined at our discretion and communicated in advance.

10.3 The final balance is due immediately upon completion of the agreed works, unless otherwise stated in writing.

10.4 Late or non-payment may result in delays, suspension of works, or withholding of certificates, warranties, or documentation until payment is received in full.

10.5 We reserve the right to recover reasonable costs incurred as a result of late payment, in accordance with applicable legislation.

11. Cooling-Off Period & Cancellation Rights

11.1 Where a contract is agreed with a consumer at their home, online, or away from our business premises, the customer has the legal right to cancel the contract within 14 days of acceptance, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

11.2 If the customer requests that works commence within the 14-day cooling-off period, they acknowledge and agree that:

• They may be liable for reasonable costs incurred for works carried out up to the point of cancellation; and

• Once the works are fully completed within the cooling-off period, the right to cancel will be lost.

11.3 Any request to cancel must be made in writing by email or post using the contact details provided within these Terms & Conditions.

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Tel: 0303 123 1133