Terms and Conditions

Definition of Estimate

This estimate is an estimate only and is not a guaranteed fixed price. Please rest assured though that any increase in price further down the line will be due to an unforeseen circumstance and it is quite rare for this to happen. We endeavour to be as thorough as possible when surveying and pricing but due to the nature of our work it can be impossible to forward plan for every eventuality.

Should an unforeseen circumstance arise, which will affect the total price, you shall always be kept informed and a discussion shall take place before the additional work is added to the total bill.

If there is anything you think is missing from the estimate, please raise this with a member of the team by calling us or emailing us immediately to ensure we complete the work you require.

Charges

We prefer to complete work towards a fixed price but unfortunately, due to the nature of our work, this isn't always possible. When we're unable to complete work on a fixed price basis we charge based on the total amount of time we have spent at the appointment/job.

We call this our 'standard rate'.

We believe this is the fairest and most transparent way to charge for you and us. As it's based on time we appreciate that the quicker we complete the work the cheaper it is for you. We promise to be as efficient as possible but we also want to ensure that the work is completed correctly and to a high standard, we want to take our time to protect your property and to provide you with a professional service so please be aware that we will not rush the job and lower our standards in an effort to reduce costs.

Boiler Repair Rates

• £90 inc vat call-out charge – includes the first hour of labour
• £35 inc vat per half-hour thereafter
• Labour is capped at £400 – so even big repairs stay affordable

Most boiler faults are diagnosed and repaired within 1–2 hours. If it takes longer, you can rest easy knowing there's a limit to what you'll pay.

How Repairs Work

1. We arrive and carry out a full diagnosis and repair.
2. You pay £80 for the first hour. If it takes longer, it’s £35 per half-hour after that.
3. If the repair time goes over 5 hours, we cap the labour charge at £400.

Boiler Service Options

• Safety Check Only – £74.99 inc vat
  A straightforward safety check to ensure your boiler is operating safely. No preventative maintenance included—just peace of mind that everything’s sound.
• The Standard Boiler Service – £84.99 inc vat
  Our most popular option. It includes all the essentials, plus preventative maintenance to help keep your boiler running smoothly for the next 12 months.
• Strip-Down/Premium Boiler Service – from £109.99 inc vat
  Includes everything in the standard service, plus a full clean of the burner and heat exchanger to boost efficiency and extend your boiler’s life.

Note: Additional parts like seals or gaskets may be needed depending on your boiler model. We’ll always recommend the right level of service based on your boiler and its history.

Travel: Travelling time is included for locations within 20 minutes of «location.post_code». Additional travel will be charged at £15 per extra 15 minutes.

How and When to Make Payment

Invoices may be raised prior to work commencing (for jobs over £500), as stage payments, or upon job completion.

Advance Invoices

Must be paid before we book the job and order materials. If urgent, please notify us of payment by calling 01383 660098 or emailing info@theheatnetwork.co.uk.

On Completion

The engineer may raise the invoice on-site and send it to your billing email.

Preferred payment is bank transfer. We also accept debit and credit cards.

No credit terms offered. Invoices must be paid on completion. If unpaid after 30 days, the debt will be referred to a collection agency with added fees.

How and When to Contact Us

Office Hours: Mon–Fri, 8:30am–5:00pm. Phone: 01383 660098.

Out of Hours: Email hello@theheatnetwork.co.uk. We’ll respond next working day.

Emergencies: Text 07397 374625 with your name, address, and issue. We’re not 24/7 but will respond as soon as possible.

Cancellations, Missed or Cut-Short Appointments

Please give as much notice as possible. Call us or email if outside business hours.

• Cancellation fee (within 24 hours): £40
• Missed appointment: £40 charge
• Running late: Charges start from our arrival time

If you cut the appointment short, we’ll charge for time spent on site and may need to rebook. Fault diagnosis typically takes 60 minutes; boiler services take 30–90 minutes depending on type.

Waste Disposal

Large Jobs (e.g. boiler installs)

We dispose of waste responsibly. We may ask permission to use your recycling bin for small recyclable waste.

Smaller Jobs

Packaging and waste from parts used in your home becomes your responsibility to dispose of.

Positive Feedback and How to Share It

We love feedback. If you’re happy, please leave a review on:

• Google Reviews
• Facebook Reviews
• Trustpilot

How to Make a Complaint or Share a Negative Experience

Step 1 – Speak to the Engineer

Raise concerns during the visit if possible.

Step 2 – Contact the Office

If you prefer, contact us by phone or email hello@theheatnetwork.co.uk.

Step 3 – Escalate if Needed

Email hello@theheatnetwork.co.uk with subject “Unhappy Customer”.

We’ll investigate seriously and aim to resolve the issue. If we fail to do so, you’re entitled to post a review—but only after following the above steps.

Job-Specific Terms and Conditions

General Plumbing & Heating Work

We’re not liable for damage when working beyond typical plumbing/gas scope (e.g. lifting floors, cutting brickwork), unless caused by negligence. Use qualified professionals if you need guaranteed restoration.

We cannot be held liable for leaks or faults caused to existing systems unless due to our negligence. If our work does cause damage, we’ll either fix it, replace it, or compensate up to the item’s value.

Boiler & Appliance Repairs

Not all repairs can be completed first-time. Some faults need process-of-elimination. Multiple visits may be required and charged accordingly.

If you believe we’ve misdiagnosed, this can be raised through the complaints procedure.

We are not liable for components that fail during a repair on existing boilers/appliances unless due to negligence.

Boiler & Appliance Servicing

If faults are present during a service visit, we may need to reschedule diagnosis/repair separately. Both cannot be booked on the same visit. Servicing does not guarantee no faults will develop after the visit.

Follow-up visits will be charged at the standard rate unless it was engineer error.

Powerflushing / System Cleans

Powerflushing can’t guarantee fixing underlying system issues. Leaks during or after are not our responsibility unless caused by our error. Disturbing old components may cause leaks or failures.