Terms and conditions

1. Who these terms apply to

These terms apply to anyone who asks Dependable Heating ("we", "us") for a quotation or engages us to carry out heating, plumbing, drainage or bathroom work, and to anyone using this website. By accepting a quotation you accept these terms. Nothing in them affects your statutory rights as a consumer.

2. Quotations and prices

Every job is quoted in writing before work starts. A quotation for a repair covers the visit, the diagnosis and the standard repair described. A quotation for an installation follows a survey and lists the equipment, materials and work included. A quotation is open for acceptance for 30 days unless it says otherwise.

Where work is under way and something is found that was not visible at the survey or at the time of quoting, we will show you, explain the cost of dealing with it and ask for your agreement before doing so. We do not add charges to an invoice that were not agreed.

Out-of-hours and emergency visits carry a different price from daytime visits. That price is stated when you make contact, before anyone is sent.

3. Booking, access and cancellation

Visits are booked for an agreed date and, where possible, an arrival window. You agree to provide safe access to the property and to the appliances or pipework concerned, including arranging access through a tenant, porter or managing agent where relevant. If we cannot gain access at the agreed time and were not told in advance, a reasonable charge for the wasted visit may apply.

You may cancel or rearrange a booked visit without charge by telling us before the working day preceding it. Consumers who accept a quotation away from our premises (for example by email or through this website) have the right to cancel within 14 days under the Consumer Contracts Regulations 2013, unless they have asked for the work to start within that period, in which case they may be charged for the work done up to the point of cancellation.

4. Carrying out the work

Work is carried out with reasonable skill and care, in line with the relevant regulations and manufacturers' instructions. Gas work is carried out only by engineers on the Gas Safe Register, as the law requires, and notifiable work is notified to the relevant building control body. Electrical work in bathrooms is certified on completion.

We will take reasonable care of your property, protect floors and surfaces in the working area, and remove our waste and any equipment we have replaced unless you ask to keep it. Making good of decoration is included only where the quotation says so.

If, during the work, an appliance or installation is found to be unsafe, we are required to make it safe, which may include disconnecting it, and to tell you why. We will not leave an appliance connected that we consider dangerous.

5. Materials and equipment

Materials and equipment supplied by us remain our property until paid for in full. Manufacturers' warranties on boilers and other equipment are as stated by the manufacturer and depend on the conditions they set, including annual servicing; we will explain those conditions at handover. Where you supply your own materials or fittings, we are not responsible for their suitability or for defects in them.

6. Payment

Repairs and single visits are payable on completion. Installations and larger works may require a deposit on acceptance and stage payments as set out in the quotation, with the balance on completion. Invoices are payable within 7 days unless otherwise agreed. We may charge statutory interest on overdue amounts.

7. Problems with the work

If something we have done does not work as agreed, tell us as soon as you notice and we will put it right. Where a fault arises that is not caused by our work, for example a separate component failing, a pre-existing defect or misuse, we will tell you what it is and quote to repair it.

8. Liability

We are responsible for loss or damage caused by our negligence or our breach of these terms. We are not responsible for loss that was not a foreseeable result of our breach, for loss caused by pre-existing defects we could not reasonably have identified, or for consequential loss in a business context. Nothing in these terms limits liability for death or personal injury caused by negligence, or for anything else that cannot be limited by law.

9. Using this website

The content of this website is general information about heating and plumbing and about our services. It is not advice on your particular installation; a survey is. Guides in the resources section describe what is generally the case and are no substitute for an engineer looking at the appliance in front of them. Do not attempt gas work yourself; it is illegal unless you are registered, and dangerous.

Photographs on this site illustrate the kinds of work described and the trade in general. The copyright in the text of this site belongs to Dependable Heating. Links to other websites are provided for convenience and we are not responsible for their content.

10. Privacy

How we handle the details you send us is set out in the privacy policy, which forms part of these terms.

11. Law

These terms are governed by the law of England and Wales and any dispute is subject to the jurisdiction of the courts of England and Wales. Consumers may also use the online dispute resolution routes available to them.

12. About us

Dependable Heating is a heating and plumbing business serving London and the surrounding towns. Contact details for the business are provided on the contact page and on quotations and invoices.