Terms and Conditions

1. About Us and This Agreement

• These terms and conditions apply to work carried out by Walker James Heating and Cooling Ltd, referred to as "we", "us" or "our".
• They apply to domestic and business customers, with any differences stated below. A consumer is an individual buying mainly for purposes outside their trade or business.
• Your contract is made up of these terms, our accepted quotation and any changes we later agree with you. We will provide these documents before you commit to the work. A booking becomes binding when you accept our quotation and we confirm acceptance.
• Nothing in these terms removes or restricts your statutory rights.

2. Our Services

• We provide boiler and air conditioning installation, servicing and repair services, as described in your quotation.
• We will carry out the agreed work with reasonable skill and care, using appropriately qualified people where required. We remain responsible for any subcontractors we appoint.
• Your quotation will set out the work included, the equipment to be supplied, any relevant exclusions and any agreed testing, commissioning, certification and waste removal.

3. Quotations and Pricing

• The quotation will state how long it is valid for, the price and any agreed allowances. Consumer quotations will show the total payable, including VAT where applicable.
• An estimate is an approximate price and will be clearly identified as such.
• Prices are based on the agreed scope and the conditions reasonably apparent during our assessment. We will explain any proposed changes to the work, price or timescale and get your agreement before going ahead.
• Decoration, plastering, tiling, flooring, structural repairs and electrical work are included only where stated in the quotation.

4. Unforeseen Issues and Additional Work

Work may uncover conditions that could not reasonably have been identified beforehand, including:

• Hidden leaks, water damage or defective existing installations.
• Unsafe or unsuitable pipework, drainage or wiring.
• Inadequate water pressure, electrical supply or system capacity.
• Concealed structural defects or suspected hazardous materials.
• Existing systems that need correcting before the agreed work can safely continue.

• Where these conditions require work outside the agreed scope, additional labour, materials or specialist services may be chargeable.
• We will explain the issue, the proposed solution, the cost and any likely delay, and get your approval before carrying out additional chargeable work. We may pause the affected work while you decide.
• If we discover an immediate hazard, we may stop work and take reasonable steps to make the area safe. This does not give us unrestricted authority to charge for unapproved additional work.
• You will not be charged extra to correct our own defective work.

5. Payments and Deposits

• Your quotation will set out any deposit, any stage payments and the dates or milestones when payments become due.
• Any deposit must be agreed before you accept the quotation. Advance payments are credited against the contract price and are subject to the cancellation terms below.
• Unless otherwise agreed in writing, the remaining balance is due on completion of the agreed work, including any approved changes.
• Payment methods will be stated on your quotation or invoice.
• Please raise any invoice query promptly. Undisputed amounts remain payable when due, without affecting your legal rights concerning disputed or defective work.
• For qualifying business debts, we may claim statutory interest at 8% above the Bank of England base rate and statutory recovery costs where the law allows. These commercial charges do not apply to consumers.
• If an undisputed payment remains overdue, we may suspend work after giving written notice and a reasonable opportunity to pay, provided we first leave the work safe.

6. Access and Customer Responsibilities

• Please provide safe access to the work area and agreed access to water and electricity. Tell us about any known hazards, concealed services, existing defects and restrictions affecting the work.
• Please move valuables and fragile items where reasonably practical, and keep children and pets away from working areas. This does not remove our responsibility to take reasonable care of your property.
• Responsibility for permissions, landlord consent and other approvals will be recorded in the quotation. We remain responsible for regulatory duties that legally fall on us.
• Where access problems or changes you request cause additional cost, we will explain and agree any reasonable charge before it is incurred wherever practical.

7. Dates and Delays

• We will agree an intended start date and expected duration with you, and note any deadline that is essential to you.
• If a delay arises, we will explain the reason and agree revised arrangements where possible. We will take reasonable steps to minimise disruption.
• Weather, supply problems and hidden defects may affect the timescale, but do not automatically remove your rights or entitle us to increase the price.
• If work cannot go ahead within a reasonable time, we will discuss the options with you, including cancellation and repayment for work or goods not supplied, subject to your legal rights.

8. Cancellation and Postponement

• Please contact us as soon as possible if you wish to cancel or postpone.
• Outside your statutory cancellation rights, any charge will reflect our reasonable, evidenced net losses caused by the cancellation, allowing for savings, returns and replacement work. Deposits are not automatically forfeited. We will explain any deductions and refund the remaining balance.
• If we cannot fulfil the contract, we will refund payments for goods or work not supplied, without limiting any other rights you may have.

9. Your 14-Day Cooling-Off Rights

• Where the Consumer Contracts Regulations 2013 apply, you may cancel without giving a reason. The cancellation period normally ends 14 days after the contract is made for services, or 14 days after you receive the goods for supply and installation contracts. Multiple deliveries can affect the start date.
• To cancel, tell us with any clear statement sent before the deadline, for example by email to sales@walkerjamesheating.co.uk. You may use the model cancellation form below, but you do not have to.
• We will get your express written request before starting work during the cancellation period. If you then cancel, a proportionate charge for services already supplied applies only where the law allows. For service-only contracts, your right to cancel ends once the service has been fully performed, but only where you made that request and acknowledged this beforehand.
• We will refund you within the legal deadline, normally 14 days after you tell us you are cancelling, subject to lawful deductions and the rules on returning goods. We will explain return arrangements and any exceptions before you agree to the work.

10. Completion, Defects and Guarantees

• At completion, we will explain how the installed equipment works and provide the agreed handover documents and certificates.
• Please tell us about any defects or outstanding items so we can investigate and arrange appropriate remedial work within a reasonable time.
• Minor snagging will be recorded with an agreed plan to resolve it. Paying for the work does not mean you give up your rights concerning defects.
• Any additional workmanship guarantee will be stated in the quotation, including how long it lasts and what it covers. Manufacturer warranties will be passed on where available and do not replace our responsibilities for goods we supply.
• We are not responsible for damage caused solely by misuse, neglect, normal wear and tear or unrelated work by others. These exclusions do not apply where our work or the goods we supplied caused or contributed to the problem.

11. Property Protection and Liability

• We will take reasonable precautions to protect your property. Any expected opening up or disturbance to finishes, and the extent of making good included, will be explained in the quotation.
• We remain responsible for damage caused by our failure to use reasonable skill and care. We do not exclude liability simply because damage is cosmetic.
• We are not responsible for pre-existing defects we did not cause or make worse, although we will tell you about relevant problems we discover.
• Nothing in these terms excludes liability for death or personal injury caused by negligence, for fraud, or for any liability that cannot lawfully be excluded.

12. Privacy

• We use personal information to prepare quotations, arrange and carry out work, process payments, keep records and meet our legal obligations.
• Where necessary and lawful, information may be shared with suppliers, subcontractors, payment providers, professional advisers and relevant authorities.
• Our privacy policy explains why and how we process your data, how long we keep it and your data protection rights.

13. Complaints and Governing Law

• Please send any complaint to sales@walkerjamesheating.co.uk, including the job address and a description of the issue. We will investigate, explain our proposed response and keep you informed.
• Where a complaint remains unresolved, we will provide information about any applicable alternative dispute resolution arrangements as required by law.
• These terms are governed by the law of England and Wales. Consumers keep any mandatory protections and court rights available where they live. For business customers, disputes fall within the jurisdiction of the courts of England and Wales.
• If any part of these terms is unenforceable, the remaining terms continue to apply where legally possible.

14. Business Details

• Registered company name: Walker James Heating and Cooling Ltd
• Company number: 15955267, registered in England and Wales
• Gas Safe registration number: 952222
• F-Gas ID: FGAS3031292
• Telephone: 07718 218136
• Email: sales@walkerjamesheating.co.uk

15. Model Cancellation Form

Complete and return this form only if you wish to cancel the contract. Send it to Walker James Heating and Cooling Ltd by email at sales@walkerjamesheating.co.uk.

• I/We give notice that I/we cancel my/our contract for the following goods or services:
• Ordered on / received on:
• Customer name(s):
• Customer address:
• Signature (only if this form is sent on paper):
• Date:

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