Terms & Conditions
General | Installation and Remedial Works | 3 Star Maintenance
General (Effective May 2009)
1. DEFINITIONS
In these conditions:
1.1 The 'Customer' shall mean the Homeowner, Landlord requesting our Services.
1.2 The 'Company' shall mean Hi Glow Heating Ltd.
1.3 The 'Goods' shall mean the products articles or things to be sold by the Company.
1.4 The 'Services' shall mean the Services provided by the Company to the Customer (whether or not the Customer shall purchase goods).
1.5 The use of the plural shall include the singular and the use of the singular shall include the plural.
1.6 References to the masculine, feminine or neuter genders shall include each and every gender.
2. TIME LIMITS
2.1 Any times quoted by the Company for arrival to premises or times given to carry out a Service is an estimate only, and the Company shall not be liable for any failure to meet any such estimate nor for any loss, whether financial or otherwise resulting directly or indirectly there from.
3. CANCELLATION BY THE CUSTOMER
3.1 Any cancelled appointments by the Customer must be done by notifying the Company with reasonable notice. Leaving a message on the Company's answering system the evening before an 8.00 to 9.00 visit is not sufficient notice.
3.2 After two broken appointments by the Customer, where an Engineer has called and been
unable to gain entry, the Company reserve the right to invoice the Customer for wasted time.
3.3 Any deposits paid by the Customer to the Company are non-refundable unless the
Company are unable to meet the Quotation offered.
3.4 Any works involving remedial/estimate works, which the company has allocated a minimum 3 hours site visit to carry out the works, shall require 48hours notice. The company reserve the right to invoice the customer for loss of Company time.
4. PRICE
4.1 Unless otherwise expressly stated in writing, all prices are exclusive of, and therefore subject to the addition of VAT.
4.2 The Company has a fixed callout fee, which covers the first 60 minutes on site, followed
by a fixed fee for each 30 minutes after the callout period.
4.3 The Company has a fixed Service fee which covers the first 60 minutes on site, followed
by a fixed fee for each 30 minutes after the callout period.
4.4 If a call-back is requested by the Customer within 30 days of the original call, then the
charges shall be based on our present labour cost, which is based on 30 minute periods.
4.5 Exclusions. If the call-back is unrelated to the original fault, then a callout fee will be
charged. This shall be at the Engineers discretion.
5. PAYMENT
5.1 All labour / Goods fees shall be made at the time of completion, unless other arrangements
are made prior to any works being carried out and agreed between the Company and the Customer.
5.2 Outstanding invoices are to be paid within 14 days starting from the time of receiving the
invoice. Interest, administration and legal fees shall be added to any overdue payments.
5.3 A 2.5% card fee shall be added to the total amount when paying by credit cards. Please don't send cash through the post.
6. WARRANTY
6.1 All goods supplied by the Company shall be guaranteed for a period of 12 months
commencing from the time of installation.
6.2 All goods supplied shall remain the property of the Company until such times as they are
paid for in full.
6.3 Exclusions. Any second-hand or reconditioned goods supplied by the Company shall have a limited
warranty and shall be given in writing by the Company.
6.4 Any types of Heat Exchangers supplied by the Company are only guaranteed for a period of 12 months against manufacturers defects. The Company reserve the right to refuse to replace a Heat Exchanger under a guarantee period if the Heat the Exchanger is found to be blocked as a result of dirty system water.
7. DATA PROTECTION
7.1 The company may hold any information provided by you in its computer records. This information may only be used by the Company to inform you of other Services offered by the Company.
8. FORCE MAJEURE
8.1 The Company shall have no liability whatsoever for any failure to perform, or for any delay in the performance of any of its obligations, arising wholly or in part by reason of any factor beyond its direct control.
Installation & Remedial Works (Effective May 2009)
1. DEFINITIONS
In these conditions:
1.1 The 'Customer' shall mean the Homeowner, Landlord requesting our Services.
1.2 The 'Company' shall mean Hi Glow Heating Ltd.
1.3 The Goods/ materials/ equipment shall mean products articles or things to be sold
by the Company.
2. TIME LIMITS
2.1 Any times quoted by the Company for arrival to premises or times given to carry out a Service is an estimate only, and the Company shall not be liable for any failure to meet any such estimate nor for any loss, whether financial or otherwise resulting directly or indirectly there frorn.
2.2 The Company accepts no liability for any delay in completing the work due to circumstances beyond their control.
2.3 If the Customer requires work on the System to be carried out outside normal working hours, the Company shall be entitled to make a reasonable additional charge for the extra costs so incurred.
3. CANCELLATION
3.1 Should the order be cancelled, the Customer shall be responsible for paying the suppliers handling charges on specific equipment and the full cost of equipment that cannot be returned to the Companies suppliers.
3.2 Any cancelled appointments by the Customer must be done by notifying the Company with reasonable notice.
3.3 Any deposits paid by the Customer to the Company are non-refundable unless the Company are unable to meet the Quotation offered.
4. PERMISSIONS
4.1 This Quotation is given and the installation undertaken by the Company on the condition that any necessary licences, authorities or permissions including the consent of the Landlord are first obtained by the customer and that unrestricted access to the premises will be given by the Customer in order that the installations work may be undertaken.
5. PAYMENT
5.1 All labour / Goods fee shall be made at the time of completion, unless other arrangements are made prior to any works being carried out and agreed between the Company and the Customer.
5.2 Outstanding invoices are to be paid within 14 days starting from the time of receiving the invoice. Interest administration and legal fees shall be added to any overdue payments.
5.3 A 2.5% card fee shall be added to the total amount when paying by credit, debit cards. Please don't send cash through post.
6. WARRANTY
6.1 All goods supplied by the Company shall be guaranteed for a period of twelve months commencing from the time of installation.
6.2 All goods supplied shall remain the property of the Company until such times as they are paid for in full.
6.3 Any extended warranty's offered by the boiler Manufacturers shall be a separate private contract between the Homeowner / Customer and the Manufacturers.
7. DATA PROTECTION
7.1 The Company may hold any information provided by you in its computer records. This information may only be used by the Company to inform you of other Services offered by the Company.
8. DECORATIONS
8.1 All disturbed decorations are the responsibilities of the Customer / Homeowner.
9. FLOORING
9.1 This quotation includes the lifting and replacing of normal floorboards. Laminated, hardwood, tiled, parquet or other special flooring must be removed and replaced independently by the Customer.
9.2 Hi Glow Htg shall remove any carpets and relay, however no responsibility will be accepted by the Company for professionally refitting and stretching or any damage caused due to removing and or refitting.
9.3 Lino and cushion air covering shall be removed and replaced independently by the Customer.
10. RESPONSIBILITIES
10.1 All materials on the Customers premises, fixed or unfixed are at the sole risk of the Customer. In the event of any damage, stolen, destroyed or fire damaged, the Company shall be entitled to full payment therefore, and the cost of replacing any such materials.
10.2 The Customer shall not be responsible for any loss occasioned solely by the negligence of the Company, or their respective Employees.
10.3 The Company does not accept any liability for damage caused by the disturbance of existing supplies, water, gas, electricity etc.
10.4 This Quotation does not include the final painting of pipe work radiators or redecoration, nor alterations to linen cupboard shelves, renewal or repair of floorboards. No allowances have been made for chasing or boxing - in wiring or pipe work.
10.5 The Company is not responsible for any water leaks, faulty, leaking domestic appliances, taps, or poor performing showers due to converting a lower pressure heating, domestic system into a higher pressure system.
3 & 5 STAR MAINTENANCE TERMS AND CONDITIONS
(Effective from January 2010)
1. Definitions
The following definitions apply to terms used in this contract.
1.1 HGH
“HGH” means Hi Glow Heating Ltd..
1.2 The Owner
“The owner” refers to the person entering into this contract with Hi Glow Heating Ltd or such other person as shall subsequently be accepted by HGH
1.3 The boiler
“The boiler” means the Alpha gas-fired combination boiler.
1.4 Failure or breakdown
“Failure or breakdown” occurs when the heating or hot water supply is no longer operational, because an item of equipment has ceased to function or is functioning erratically or at substantially less than it’s normal efficiency. The contract does not cover such defects as noisy electrical equipment, nor does it cover any accidental damage or normal wear and tear.
2. Acceptance to scheme
Cover will commence upon acceptance by HGH of the payment required and/ or following a chargeable service and inspection of the boiler. In the case of payment by direct debit, the scheme will commence upon collection of the first payment.
2.1 Acceptance by HGH for cover does not imply that the boiler is installed correctly or to current Health and Safety Standards. If the boiler has not been installed to Health and Safety Standards then, HGH reserve the right to terminate the agreement.
2.2 The 3 & 5 star Agreements include a free inspection/ test of the boiler.
3. Breakdown
In the event of failure or breakdown, HGH will repair or replace any defective part in the boiler within a reasonable time of being notified of such a breakdown provided that: -
a) Any such part is reasonably obtainable and is not
obsolete, in which case the replacement part will be
adequate, but not necessarily the same as the part being
replaced.
b) HGH will not be held responsible for any delay if
alternative replacement parts are not made reasonably available by the supplier.
c) All faulty parts removed will become the property of
HGH.
d) HGH is not liable for any loss or damage caused by the
failure or breakdown, unless caused by negligence on
our part etc.
4. Exclusions
This contract is based on work being carried out during normal working hours (Monday to Friday 8.00am to 5.00pm). HGH is entitled to make an additional call out charge, if the owner requests work to be carried out at any other time. Call out
charges will be made in accordance with the current rates operating at the time. The following works are not included within this contract and if any such works are performed on the owners instructions, they will be charged on a time and material basis.
4.1 The replacements of any decorative parts, such as badges trim boiler
etc
4.2 Any work or damage caused by failure of the public gas, electricity
or water supplies.
4.3 Commissioning a system after shut down, switching a system on and
off, adjusting switches, clocks, controls etc, unless part of a normal
inspection or breakdown call. Replacement batteries of any type are
excluded.
4.4 Any work or damage caused by the owner failing to comply with
the instructions of the manufacturers, HGH or a public utility or the owner failing to prevent further damage in the event of a failure of any part.
4.5 Any work to the electrical supply up to the boiler isolating switch
or gas instillation pipe work up to the boiler isolation cock.
4.6 Any work or damage caused directly or indirectly by aggressive
water or hard water, causing scale deposits, within the primary or secondary circuits; de-scaling of these circuits and the supply of replacement chemicals, which may be used within the circuit.
4.7 Routine re-pressurisation of sealed systems.
4.8 Any work or damage resulting from fire, flood, frost, civil disorders
or any natural hazard or third party working in the house or working on the instillation, without the prior permission of HGH.
4.9 Any work required to any building decorations or contents other
than the boiler, howsoever caused excepting only for the negligent acts of HGH or its’ employees.
4.10 Any repairs on the flue system unless it is reasonably accessible.
the hiring of scaffolding or removing of boxing in to gain access shall be the responsibility of The Owner.
4.11 The above list of exclusions is not exhaustive.
5. Amendments/ adjustments to system
HGH will not accept responsibility for any repair or adjustments
carried out by any other person, including the owner or their agents.
In the event of this taking place HGH shall have the right to disclaim
all liability until they have re-examined the boiler and accepted in
writing renewed liability under the terms hereof, for which a charge
will be levied.
6. Annual Service Visit
Where covered under the Comprehensive Agreement, HGH will normally arrange your annual inspection visit during March – September to avoid disruption to the Owner during the heating season. However, HGH may exercise its right to service during the heating season.
7. Access
HGH or their authorised agent shall be afforded full and free access and facilities to examine the boiler at any time during the period of the contract and to adjust and or repair the same. After two attempts to gain access, HGH will not accept responsibility for any breakdown until such time as reasonable access has been allowed.
Any work undertaken by HGH is on the condition that any necessary licences, authorities or permissions including the consent of a landlord are first obtained by the owner.
8. Cancelling or ending this contract
Without prejudice to any rights, under this contract, HGH shall be entitled,
in its absolute discretion and upon giving to the owner 14 days written
notice of its intention to terminate wholly the contract.
8.1 If the contract ends, HGH will refund any money owed to the owner after
first deducting any money the owner owes HGH.
8.2 The owner must advise HGH, in writing, with 14 days written notice to
terminate this contract. HGH will refund any money owed to the owner after
first deducting any money the owner owes HGH and a £15 administration
fee.
9 Transferring this contract
If ownership of the premises in which the boiler covered by this agreement
changes, the new owner will benefit from the remaining period of an existing
policy for which payment has been made. No refund will be made to the new
owner for the unexpired period for an existing agreement.
10. Claim Period
To help prevent fraudulent claims on pre-existing problems, you cannot make
a claim in the first 28 days of your contract. The contract starts on the day of
your application being received by HGH.