The Heat Network Ltd – Terms and Conditions

1. About Your Agreement

These terms form the agreement between you and The Heat Network Ltd for plumbing, heating and gas related work carried out at your property. By accepting a quote and booking work, you accept these terms.

This contract is governed by and shall be construed in accordance with the law of Scotland.

2. Quotes and Pricing

We provide fixed quotations wherever possible. Your quote will detail the scope of work, materials and total cost.

Work will only proceed once you accept the quote.

If unforeseen issues arise that were not reasonably identifiable during the assessment, we will contact you to discuss options and any additional costs before carrying out further work.

We do not list pricing tables within our Terms and Conditions, as each job is quoted individually to ensure accuracy and transparency.

3. Payments

3.1 When invoices are issued

For work over £500, we may issue:

• A deposit invoice before booking and ordering materials
• Staged payments for higher cost work
• A final invoice upon completion

3.2 When payment is due

Under the Fife Trusted Trader Code of Practice, consumers must be given reasonable time to pay.

Final invoices are due no sooner than seven days after satisfactory completion.

Invoices will be emailed to you after completion, rather than issued on site, so you are not made to feel obliged to pay immediately.

3.3 Accepted payment methods

Bank transfer is preferred.

Debit and credit cards are accepted.

We do not offer credit facilities.

4. Cancellations and Missed Appointments

Please give as much notice as possible if you need to cancel or reschedule.

A cancellation fee may be charged only if it reflects a genuine loss. This may include time already spent travelling or materials purchased specifically for your job.

Missed appointments may also incur a reasonable charge based on genuine loss.

5. Waste Disposal

5.1 Larger jobs

We dispose of waste responsibly. For small recyclable items, we may request permission to use your recycling bin.

5.2 Smaller jobs

Packaging and small waste generated from replacement parts becomes the customer's responsibility unless otherwise agreed.

6. How to Contact Us

Office hours are Monday to Friday, 8:30am to 5:00pm.

Phone: 01383 660098

Email: hello@theheatnetwork.co.uk

Out of hours, please email and we will respond on the next working day.

We are not a 24 hour emergency service.

7. Complaints Procedure

If you have concerns, please:

Step 1: Raise them with the engineer during the visit if possible.

Step 2: Contact the office by phone or email.

If we cannot resolve your complaint, it will be escalated through the Fife Trusted Trader dispute resolution process, which is independent and impartial.

8. Liability and Existing System Issues

We cannot be held liable for faults that arise within existing systems unless caused by our negligence.

If our work does cause damage, we will remedy it, replace the damaged item, or compensate up to its value.

This applies to all categories of work including plumbing, heating, boiler repairs, servicing and system cleaning.

9. General Plumbing and Heating Work

Work may involve lifting floors, removing panels or carrying out tasks that affect the surrounding area.

We take reasonable care but are not liable for pre existing weaknesses such as rotten floorboards, brittle pipework or deteriorated fittings unless we were negligent.

If specialist reinstatement is required, such as joinery, flooring or finishing work, this may need a separate qualified professional.

10. Boiler and Appliance Repairs

Not all boiler faults can be resolved in a single visit. Some require a process of elimination, additional parts or further checks.

Follow up visits are chargeable unless the issue was caused by an earlier error.

We cannot be held liable for faults that arise with existing systems unless due to our negligence. Any complaints can be raised through our complaint procedure.

11. Boiler and Appliance Servicing

A service is preventative maintenance and a safety assessment. It does not guarantee the boiler will remain fault free afterwards.

If faults are present during a service, diagnosis or repair may need to be booked separately.

Follow up work not related to service error is chargeable.

12. Power Flushing and System Cleaning

Power flushing helps remove sludge and improve system efficiency but cannot guarantee resolution of underlying issues.

Old pipework, radiators and valves may fail when disturbed. We are not responsible for leaks or failures during or after cleaning unless due to negligence.