Terms & Conditions Agreement
1. Introduction
These Terms and Conditions set out the agreement between Neon Heating and Boiler Services Limited (“we”, “us” or “our”) and you, the Customer. By accepting our quotation, you agree to be bound by these Terms and Conditions.
This document has been undated in line with the Consumer Rights Act 2015, and the Consumer Contracts (information, Cancellation and Additional Charges) Regulations 2013. These laws set out your rights as a consumer and our duties as a business, covering fair pricing, transparent contracts, cancellations, and how your data and reviews are handled.
Your statutory rights are not affected.
2. Quotation and Scope of Work
We will provide a written/verbal quotation/estimation setting out the cost of installing heating, plumbing, any associated works, or renewable energy systems (if applicable). Once accepted, we will carry out the work described in the quotation/estimation.
Any additional work or variations not included in the quotation/estimation will be agreed in writing before work begins, if possible, and may result in additional charges.
3. Installation Dates
We will make all reasonable efforts to meet the agreed installation dates. However, if unforeseen circumstances beyond our control prevent this (for example, emergencies, severe weather, supplier delays, or restricted access), we will agree on an alternative date. Neither party will be liable for costs caused by delays outside their control.
4. Working Hours & Access
Work will generally be carried out between 8am and 5pm, Monday to Friday, unless otherwise agreed in writing.
Emergency callouts are accepted subject to the engineer’s availability. While we will make reasonable efforts to attend as quickly as possible, we cannot guarantee immediate attendance in all circumstances.
You, the Customer, must provide reasonable access to the property and ensure utilities (water, gas, electricity, or renewable connections if applicable) are available at no cost.
If delays occur due to restricted access or your delays, we reserve the right to charge reasonable additional costs.
5. Consents & Permissions
You, the Customer, are responsible for obtaining any necessary permissions, including landlord consent, planning permissions, building regulations, or renewable energy approvals (if applicable). We cannot accept liability if work is delayed or additional costs arise from failure to secure these permissions.
6. Existing Systems & Site Conditions
We accept no responsibility for faults in existing systems (for example, pipework, radiators, pumps, tanks, solar panels, inverters, or other renewable components) that may be affected by upgrades, power flushing, or conversion to sealed systems.
We will not be liable for leaks or failures in older components unless directly caused by our negligence.
7. Hazardous Materials
Our prices exclude the removal of hazardous materials such as asbestos. If asbestos is identified, work will pause until the site is certified safe. This work will not be undertaken by Us.
8. Liability
We will take reasonable care during installation. However, redecoration, plastering, or flooring repairs required after installation are your responsibility unless damage results from our negligence. Our liability is limited to foreseeable losses caused by our breach of contract or negligence. We do not exclude liability for death or personal injury caused by negligence.
9. Guarantees & Warranties
9.1 Boiler & Appliance Servicing
• If we have installed or serviced your boiler, heating system, or renewable appliance, we may contact you with a reminder when the next service is due. These reminders are provided as a courtesy only. You, the Customer, are responsible for arranging annual servicing as required by the manufacturer. Failure to book a complete servicing may invalidate manufacturers warranties.
• Neon Heating cannot be held liable for any costs, breakdowns, or warranty rejections arising from failure to maintain your appliance in line with manufacturer servicing requirements.
9.2 System Limitations & Customer Responsibilities
• We cannot be held responsible for faults, breakdowns, or failures caused by pre-existing conditions, sludge, limescale, or general wear and tear.
• Where equipment is beyond reasonable repair due to age or condition, we reserve the right to recommend replacement rather than repair.
• Repairs and replacements are subject to parts availability. We cannot be held responsible for delays caused by manufacturers or supplier shortage.
• We aim to respond to emergency callouts as quickly as possible, but no specific response time is guaranteed.
• You, the Customer, are responsible for carrying out basic maintenance where safe to do so, such as topping up the system pressure (if instructed), bleeding radiators, and keeping vents/flues clear.
• You must provide safe and reasonable access to your property. Missed or failed appointments without prior notice of at least 24 hours, will result in a charge equivalent to our first hour standard charge.
9.3 Manufacturers & Workmanship Guarantees
• Appliances and parts are covered by the manufacturer’s warranty as set out in your quotation. Although parts will be covered under warranty the labour to repair will not.
• Our workmanship is guaranteed for 12 months.
• Annual servicing must be carried out to keep warranties valid. Damage caused by misuse, neglect, or third-party interference is excluded.
10. Charges & Transparency
10.1 Quoted Works – Fixed price as per quotation (includes VAT).
10.2 Verbal Estimations – save in the case of manifest errors, the charges will not exceed the verbal estimate by more than 10%.
10.3 Written Estimations – save in the case of an increase in the price of Goods occurring prior to the works being undertaken, the charges will not exceed the Written Estimation by more than 20%.
10.4 It might be the case that, following the commencement of the works, we discover that either: (i) additional works beyond that set out in any Quotation/Estimate are required; and/or (ii) additional Goods are required in order to complete the relevant works or (iii) if you instruct us to carry out additional works or supply additional Goods. In these circumstances, we will obtain your consent before incurring such additional charges and, if you do not give your consent, we shall be entitled to terminate the works immediately and you will only be required to pay the Charges in respect of the works delivered and Goods supplied up to the date of termination.
10.5 Callout Charges – Standard callout (Monday – Friday, 8am – 5pm): £86 plus vat. Out of hours: £92 plus vat.
10.6 Emergency Attendance – Hourly rate £65 + callout fee (plus vat), where a quotation cannot be given in advance.
10.7 Materials & Parts – Agreed with you before supply (where possible).
10.8 Travel & Parking – Any charges (e.g. congestion/parking) passed on at cost.
10.9 Callbacks – Defects in our work rectified free. Unrelated issues charged at the callout rate.
10.10 Hazardous Materials – Additional costs for heat pump removal agreed before work continues.
10.11 VAT – Charged at prevailing rate unless otherwise stated.
10.12 Transparency Commitment – all charges are presented clearly and upfront.
11. Payment Terms
• Payment can be made by BACS (preferred), card, cheque or cash.
• Stage payments (if agreed) within 15 days of each stage.
• Where a Verbal Estimate has been provided, payment of the Charges must be made, at our discretion, either in full prior to the works being undertaken, or by payment of a deposit of 50% of the Charges on making the Contract and payment of the balance of the Charges (including any additional amounts in accordance with clause 10.4) must be made in full on completion of the Services.
• Where a Written Estimation/Quotation has been provided, payment of 25% of the Charges must be made on making the Contract and payment of the balance of the Charges (including any additional amounts in accordance with clause 10.4) must be made in full within 15 days of completion of the works.
• Late payments may incur interest at 5% of the total amount on the invoice per month.
Ownership of goods remains with Neon Heating until full payment is received. Risk passes to you once the product is installed/delivered.
12. Cancellations & Cooling-Off Rights
If the contract is agreed in your home, by email (online), or by phone, you have a 14-day cooling-off period under the Consumer Contracts Regulations 2013.
• Cancel within 14 days for a full refund (if monies have been paid) unless work has already started (you must pay for completed work and non-returnable parts).
• Cancellations after 14 days: costs already incurred may be retained or billed.
• Cancelling a booked appointment with less than 24 hours’ notice may incur a fee equivalent to our first hour labour costs.
13. Customer Data & Privacy
• Personal data (name, address, contact, payment) will be collected and used only for fulfilling your contract.
• We comply with UK GDPR, the Data Protection Act 2018, and DMCC 2024.
• Data stored securely, retained only as necessary.
• Marketing communications are sent only with your explicit consent (Can be withdrawn anytime).
• Data may be shared with manufactures to register warranties or where legally required.
• You have the right to access, correct, or request deletion of your data.
14. Complaints & Dispute Resolution
• Complaints can be made in writing, by phone, or by email.
• We will acknowledge receipt within 5 working days and aim to resolve the issue within 21 days working days.
• If unresolved, escalate to senior management.
• If the issue remains unresolved, you may refer to an independent ADR provider.
• Your statutory rights remain unaffected.
15. Force Majeure
Neither party is liable for delays or failures due to events beyond reasonable control (weather, strikes, supply issues, power cuts, pandemics). Reasonable extensions of time will apply.
16. Health & Safety
We will comply with all health and safety regulations. You must provide a safe working environment (restrain pets, clear access routes, remove hazards).
17. Limitations of Liability
• Liability capped at the contract valve.
• Not liable for indirect/consequential losses (e.g. lost rent, business losses, hotel costs).
• Liability for death/personal injury from negligence is not excluded.
18. Statutory Compliance
All work complies with relevant UK standards:
• Gas Safe (Gas works)
• OFTEC (oil, solid fuel and renewables)
• MCS (Renewables)
• Building & Water Regulations
19. Termination
We may terminate if you:
• Fail to make payments,
• Deny access,
• Breach the contract.
You may terminate in line with statutory cancellation rights (see Section 12).
20. Disposal of Waste & Old Equipment
Quotations will state if waste/appliances disposal is included. If not, removal is chargeable.
21. Insurance
We maintain public liability insurance of £10,000,000.00. Certificate available on request.
22. Governing Law
This agreement is governed by English Law and subject to the jurisdiction of English Courts.
23. Business Information
Neon Heating and Boiler Services Limited is registered in England & Wales under company number 07989833.
Registered office: 2 Wyevale Business Park, Wyevale Way, King’s Acre, Hereford, HR4 7BS.
Main Contact Details:
• Telephone: 01432 880573
• Email: sales@neonheating.co.uk
• Website: www.neonheating.co.uk
24. Renewable Installations & Responsibilities
24.1 Design & Performance
Renewable systems (including solar thermal and heat pumps) are designed in line with MCS standards. Performance figures provided are estimates only. Actual performance may vary depending on property conditions, weather and usage. We cannot guarantee specific output levels.
24.2 Approvals & Permissions
It is your responsibility to obtain any required approvals (for example, planning permissions, listed buildings, or landlord permissions). Where grid approval is required (DNO appliances), we will assist with the application process, but responsibility for securing consent rests with you, the Customer.
24.3 Warranties & Servicing
Manufacturer warranties for renewable systems apply only if equipment is serviced as recommended. You are responsible for booking and maintaining servicing at the recommended intervals. Failure to do so may void warranties.
24.4 Limitations
• We are not liable for reduced system performance caused by shading, weather conditions, or changes to the property/environment after installation (for example, new buildings or trees).
• Renewable incentives or subsidies (for example, boiler Upgrade Scheme) are subject to government policy. We cannot guarantee ongoing availability or eligibility.