Terms & Conditions

1. Introduction

These Terms and Conditions govern the provision of plumbing and heating services by Eco Heat Wave ("we", "us", "our") to you ("the Customer"). By engaging our services, you agree to be bound by these terms.

Company Details:
Eco Heat Wave
6 Osprey Place, Inverurie, AB51 6BZ
Email: info@ecoheatwave.uk
Phone: 07300 040096 / 07300 040092
Gas Safe Registered | OFTEC Registered

2. Services Provided

Eco Heat Wave provides the following services across Aberdeenshire:

• Boiler installation, repair, and servicing (gas and oil)
• Central heating system installation and maintenance
• Plumbing services and repairs
• Emergency callout services (24/7)
• Landlord gas safety certificates
• Power flushing and system upgrades

All work is carried out in accordance with current UK regulations, Gas Safe standards, and OFTEC requirements.

3. Quotations and Estimates

3.1 Quotations

Written quotations are valid for 30 days from the date of issue unless otherwise stated. Quotations are based on the information provided by the Customer and site visit assessment. Any variations to the scope of work may result in additional charges.

3.2 Estimates

Estimates are provided as a guide only and are not binding. The final cost may vary based on actual work required, unforeseen complications, or additional materials needed.

3.3 Emergency Callouts

Emergency callout rates apply to work requested outside normal business hours or requiring immediate attendance. Callout fees are payable regardless of whether repair work is carried out.

4. Booking and Appointments

Appointments are confirmed via phone, email, or text message. We will make every reasonable effort to attend at the agreed time. However, appointment times may be subject to change due to unforeseen circumstances or emergency callouts.

If we are delayed, we will notify you as soon as possible. The Customer must provide at least 24 hours' notice to cancel or reschedule an appointment. Failure to do so may result in a cancellation fee.

5. Payment Terms

5.1 Payment Methods

We accept payment by cash, bank transfer, or card payment. Payment details will be provided on invoices.

5.2 Payment Schedule

• Small repairs and servicing: Payment due on completion
• Installations: 50% deposit required to secure booking, balance due on completion
• Large projects: Payment schedule to be agreed in writing

5.3 Late Payment

Invoices are payable within 7 days unless otherwise agreed. Late payment may incur interest charges at 8% above the Bank of England base rate per annum, plus a fixed fee as permitted by the Late Payment of Commercial Debts (Interest) Act 1998.

5.4 Finance Options

Finance options are available for boiler installations and major work, subject to credit approval. Finance is provided by third-party lenders and is subject to their terms and conditions.

6. Customer Responsibilities

The Customer is responsible for:

• Providing safe and reasonable access to the work area
• Ensuring adequate parking is available for our vehicle
• Moving furniture, ornaments, and valuables from the work area
• Providing access to water, electricity, and drainage as required
• Protecting carpets and flooring (we will use dust sheets where practical)
• Ensuring pets are secured away from the work area
• Disclosing any known issues with the property (asbestos, structural concerns, etc.)
• Being present or arranging representation during the work

7. Our Responsibilities

We will:

• Carry out work in a professional and workmanlike manner
• Use appropriate materials and equipment
• Comply with all relevant building regulations and safety standards
• Provide Gas Safe and OFTEC certification where applicable
• Leave the work area clean and tidy
• Provide manufacturer warranties on parts and equipment
• Maintain appropriate insurance cover

8. Warranties and Guarantees

8.1 Workmanship Guarantee

We guarantee our workmanship for 12 months from the date of completion. This covers defects arising from faulty workmanship or installation errors.

8.2 Parts and Materials

Parts and materials are covered by the manufacturer's warranty. We will assist with warranty claims but cannot be held responsible for manufacturer defects beyond our control.

8.3 Boiler Installations

New boiler installations come with manufacturer warranties (typically 5-10 years depending on the model). Extended warranties may be available. Annual servicing is required to maintain warranty validity.

8.4 Exclusions

Guarantees do not cover:

• Normal wear and tear
• Damage caused by misuse, neglect, or unauthorized repairs
• Failure to maintain systems as recommended
• Damage from freezing, limescale, or external factors
• Work carried out by third parties

9. Cancellations and Refunds

9.1 Customer Cancellations

You may cancel a booking with at least 24 hours' notice without charge. Cancellations with less than 24 hours' notice may incur a cancellation fee equivalent to the callout charge.

For installations where a deposit has been paid, cancellations must be made in writing. Deposits are non-refundable if materials have been ordered or work has commenced.

9.2 Our Right to Cancel

We reserve the right to cancel or reschedule appointments due to emergencies, staff illness, severe weather, or other circumstances beyond our control. In such cases, we will provide as much notice as possible and reschedule at your convenience.

10. Liability and Insurance

10.1 Insurance Cover

We maintain public liability insurance and professional indemnity insurance. Details are available on request.

10.2 Liability Limitations

We accept liability for damage directly caused by our negligence or breach of contract. However, we are not liable for:

• Pre-existing defects not disclosed by the Customer
• Damage to concealed pipes, cables, or structures not visible or detectable
• Consequential losses (e.g., loss of earnings, hotel costs)
• Damage caused by third parties or force majeure events

Our total liability is limited to the value of the work carried out, except in cases of personal injury or death resulting from our negligence.

11. Health and Safety

We comply with all relevant health and safety legislation. We will conduct risk assessments and implement appropriate safety measures. The Customer must inform us of any health and safety hazards on the property, including asbestos, structural issues, or hazardous materials.

12. Data Protection

We are committed to protecting your personal information in accordance with UK GDPR. Please see our Privacy Policy for details on how we collect, use, and protect your data.

13. Complaints Procedure

We are committed to providing excellent service. If you are dissatisfied with any aspect of our work, please contact us immediately:

1. Contact us by phone (07300 040096) or email (info@ecoheatwave.uk) with details of your complaint
2. We will acknowledge your complaint within 48 hours
3. We will investigate and respond with a resolution within 7 working days
4. If you remain dissatisfied, you may escalate to alternative dispute resolution services

14. Force Majeure

We shall not be liable for any failure or delay in performing our obligations due to circumstances beyond our reasonable control, including but not limited to: natural disasters, severe weather, pandemics, strikes, or government restrictions.

15. Subcontracting

We reserve the right to subcontract any work to qualified professionals. All subcontractors will be appropriately qualified, insured, and vetted. We remain responsible for all work carried out by subcontractors.

16. Intellectual Property

All designs, plans, and documentation provided by us remain our intellectual property unless otherwise agreed in writing. Customers may not reproduce, distribute, or use these materials without our permission.

17. Variations to Terms

We reserve the right to update these Terms and Conditions at any time. Updated terms will be published on our website with the revision date. Continued use of our services constitutes acceptance of the updated terms.

18. Severability

If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

19. Governing Law

These Terms and Conditions are governed by the laws of Scotland. Any disputes arising from these terms shall be subject to the exclusive jurisdiction of the Scottish courts.

20. Contact Information

For questions about these Terms and Conditions, please contact us: