Terms and Conditions

New Boiler Installs

In these conditions CLEAN HEATINGLTD t/a Clean heating is referred to as “the Company”, and the person agreeing to the Contract is referred to as “the Customer”. By signing the order form you are agreeing to this contract.

  • All the terms of the contract between the Customer and the Company are contained in the document and written specifications (if any) provided to the Customer. No variation of the terms shall bind either party unless such is made in writing and signed by the party to be bound.
  • The Company, having discussed with the Customer the requirements for the installation of the heating products’ as listed on the order form, may need to carry out a survey to take detailed measurements and/or specifications and any Contract is subject to the surveyors report and findings. The Company reserves the right to decline the work detailed on the Contract should its surveyor ‘think fit to do so’. Should this action became necessary, the liability of the Company in these circumstances is limited to the refund of any deposit paid by the Customer and these sums will be returned immediately.
  • Any changes in materials and/ or specification from those detailed in the schedule on the order form will only apply when supported by a new order form which must be signed by both parties – i.e. “The Company” and “The Customer”.
  • Delivery/ Installation timescales are approximate and shall be deemed to commence with effect from settlement of all details of the order and receipt of payment of any deposit where applicable. They are made subject to any cause beyond the control of the Company which could interfere with the execution or completion of the timescales, in this case the contract is not void.
  • We will carry out the work during normal working hours Monday to Friday but may on occasion need to use a reasonable amount of overtime to achieve completion. It is a condition of this contract that your approval to such overtime is granted although we will endeavour to minimise any disruption or inconvenience. Should the works take longer than originally excepted we are not liable for loss of earnings; including wages and rental income. This also applies for missed or re-scheduled appointments due to unforeseen circumstance. Should any overtime or unsocial working hours be specifically requested by you, other than any special arrangement charged for and agreed on the sales order form, it may be necessary for us to add extra costs and these will be explained at that time and prior to the overtime or unsocial working hours taking place. We will need access to the relative property at all reasonable times whilst the work is being executed and would need free use of water, electricity and gas and a dry rest area to enable us to complete the work in accordance with this Contract. If this is not possible we would need to hire portable rest and toilet facilities a generator for electric at the cost of the customer. 
  • Due to the Clean heating ltd  policy of continuous improvement, the Customer shall have the benefit of any modifications the Company may make to its products and procedures albeit these changes may be made without prior notice to the Customer. All illustrations within the Company literature and that of its suppliers are subsequently intended as a guide only.
  • Any concession latitude or waiver allowed by the Company at any time shall be without prejudice to their strict right and full rights under this Contract and shall not prevent the Company subsequently exercising such rights.
  • Cleared Payments of the Contract balance is due on commissioning of installation. When payments have been made to the Company, the Customer must retain a copy of the Invoice with the payment received indicated, this will be supplied to the Customer by either post or email once funds have cleared. Cleared funds are: Cash, Bank Transfer or Debit Card over the phone. If remedial work is necessary the Customer may hold a maximum of 20% of the value of the invoice until such work is carried out. The Company reserves the right to charge interest at the Bank of England base rate on any overdue balances on a daily basis until payment is made. All goods supplied remain the property of the Company even though installed by way of a lien until fully paid for. The guarantee may be void if payment is not made and the above conditions are not adhered to. If you are entered into a Credit Agreement the Company is paid directly by the Company’s nominated finance provider, once your installation has been completed, we will then issue you with an invoice showing the balance has been paid.
  • If the Customer has entered into a Credit Agreement via the Company’s nominated finance providers, the terms of their agreement will apply as part of this Contract. If the Credit Agreement Is later cancelled, then subject to the terms of the 1974 Consumer Credit Act, the Contract balance will become immediately payable. This does not affect your statutory rights.
  • In the event of suspension or cancellation of the work at the request of the Customer or lack of instructions/ delay on site caused by the Customer, whether material or time, any extra expenses thereby incurred or any losses suffered by the Company shall be chargeable to the Customer. It is the Customer’s responsibility to ensure any access, licence, permit or other authority necessary for the execution of the work is obtained and that existing property boundaries are correctly defined.
  • Whilst every care will be taken by the Company, it accepts no liability for any damage to plaster work, decorations, flooring etc which may be of a consequent of the work carried out, unless specifically provided for on the schedule on the sales order form. Where possible, cuts or holes made to allow for equipment will be made good but not permanently finished or re-decorated. Floor boards will be re-instated or replaced where necessary but special or laminated floors will need to be removed by the customer and cannot be permanently re-fixed. Any carpets which have to be lifted, will be re-laid to the best of our engineer’s ability, however we cannot be held responsible for carpets which have been nailed or glued down. If access is needed, it is the customers responsibility to make sure the area is clear of furniture and obstructions. It should be anticipated that an amount or redecoration may be required and this will be the Customer’s responsibility and is not included in the price. This will be discussed in full with the Customer during our survey. Similarly the Company accepts no responsibility for damage which is attributable to structural defect of weakness unless such damage results from negligence on the part of the Company, its servants, workmen or assigns.


  • All new central heating systems/ upgrades carry a 1 year workmanship warranty from the date of installation (subject to the boiler being serviced annually). No guarantee can be given however on the integrity or suitability of any existing components being connected to and the Company cannot be held responsible for the failure of any such components or defects existing within any part of the original system i.e. radiators, pipe work, showers, pumps, cylinders, fittings ,taps etc. Where products are connected to existing hot and cold water pipes, tanks or cisterns, the installation is based on the assumption that the existing plumbing system is in satisfactory condition. When converting the system, pipes can be under more pressure than they previously was, the company would not be liable for any leaks on existing pipework. Unless otherwise stated in the Contract the guarantee does not cover drains or defects due to fair wear and tear, the replacement of lamps, bulbs and fuses or any causes beyond the Company’s control. If any repairs, alterations or additions to the equipment installation and/ or apparatus are carried out by a person who has not been authorised by Clean heating ltdt/a Clean heating, the guarantee may be rendered void.
  • As it is necessary that all pipes are accessible we will not normally bury them in solid floors or walls and pipes will be exposed in these situations. Boxing in of pipe-work is not included unless specifically detailed on the order form.
  • On all installations the company perform a chemical flush of the system, if it is deemed the system is built up with sludge which cannot be remove through this procedure, a power flush may be required, this would be chargeable and the company will offer a quotation for this.
  • Where combination boilers are supplied, hot water flow rates will be reduced if more than one tap or outlet is used simultaneously. This is not a fault and is a characteristic of most combination boilers.
  • It is responsibility of the Customer to ensure a suitable gas supply and meter is available to the relative property. Where this is not the case the Customer will need to organise a supply via a suitable pipeline provider. A gas meter will also be required, which will need to be arranged separately with a gas supplier. Any costs incurred for this are to be paid by the Customer and are in no way part of this Contract unless specifically included within the order form.
  • When required the company will install a new electrical cable for the boiler, if there is no route for the cable to be run a wireless switch box may be required, this will be chargeable.
  • Our engineers will access roofs/ heights where possible and safe to do so. If access to the roof is required i.e. roofer, scaffolding etc due to Health and Safety this will be an additional extra for the customer to pay. If the customer supplies any access themselves it is their responsibility to make sure the access is adequate and safe for our engineers to use.
  • The price we quote does not include the cost of removing any dangerous waste materials, such as asbestos, that we could not reasonably identify when we gave you your quote. You can call a specialist contractor to remove these dangerous materials or we may be able to arrange for them to be removed at an extra cost. When asbestos is removed you will need to produce a site clearance for reoccupation certificate which you will get from the asbestos removal company, before we can continue to work at your property.
  • The price we quote includes removing all non-dangerous materials, including your old boiler and central heating parts we replace.
  • The Contract price quoted is subject to any changes in Value Added Tax.


All Boilers supplied by The Company carry a Manufacturer’s Parts and Labour Warranty, the length of this will be discussed at time of order. All warranties are subject to annual service history. An annual service must be carried out by a Gas Safe Registered engineer and documentation must be made available upon request, proof of an annual service will validate the boiler’s warranty throughout the warranty period. We will always attempt to contact you to arrange this but it is the Customer’s responsibility to arrange the annual service.


New radiators or towel radiators where supplied and installed as part of a new central heating system or system upgrade are covered by the Company’s 1 year workmanship warranty from the date of installation. Where customer’s existing radiators are being utilised and connected to, they will not be covered under the standard warranty and the Terms and Conditions of Clause 12 will apply. Existing radiators not installed by the Company will be covered for 6 months from installation date for air locks/ not heating up. Separate rules will be applicable if one of the Company’s extended warranty schemes are opted for on the date the contract is signed. Copies are available on request. If purchased separately Thermostatic Radiator Valves will be fitted where applicable in accordance with current Building Regulations and/ or ‘CHeSS: recommendations for best Practice in Housing Energy Efficiency. (CHeSS – Central Heating System Specifications).


All other items supplied by Clean heating carry the relevant manufacturer’s standard warranty along with our 1 year workmanship warranty.

As part of our responsibility we will use a Gas Safe Registered engineer to install  your new boiler, we are required to connect any new gas appliance to a gas supply that is safe and sound. Consequently we will need to carry out a gas soundness test on the first day of installation of any new boiler or heating system. Should there be any leak or defect with the existing gas pipework we would have no alternative but to condemn the supply, or take steps to make the supply as safe as necessary or re-pipe the supply prior to the installation work being carried out. Although a fairly rare occurrence, any such work is totally unforeseen and may be charged as an extra amount to that shown on the order form. Where brickwork, stonework or other masonry has to be made good e.g. original flue position from your old boiler, and we are unable to provide a match for the existing materials due to restrictions on availability and effects of weathering over the years, wherever possible we will endeavour to provide a similar finish. Should a Customer wish to provide his/her own materials for matching purposes, we will make an allowance in the calculations of the price agreed.


You as “the Customer” have the right to cancel this contract if you wish, this can be done at any time during the period of 14 calendar days starting with the date of receipt of this notice.

The notice of cancellation is deemed to be served as soon as it is posted or sent in the case of electronic communication. If work on the above contract has begun with your written agreement before the end of the cancelation period, you may be required to pay for any goods or services supplied.

Any related credit agreement will automatically be cancelled if the contract for goods and services is cancelled. If you wish to cancel the contract you must do so in writing and deliver personally or send to Clean heating ltd County farm, High Roding, Dunmow CM6 1NQ alternatively you can email this to info@cleanheatingltd.co.uk


The Purchaser agrees to buy and the company agrees to install the goods. The purchaser acknowledges that the terms and conditions have been read and understood. The purchaser acknowledges receipt of a copy of this contact including the notice of their cancellation rights. By signing our order form you are agreeing to our terms and conditions/ contract.

Repair and Service Terms & Conditions

  1. Visiting your property


Your contract with us begins on the day you book a repair with us. 

Before completing any diagnosis or repair work, we will complete a risk assessment.  If the risk assessment deems that it is unsafe for the engineer to complete the work, the Company reserves the right to cancel the booking.  The Company will attempt to rebook the visit, however if this is not possible then the Company reserves the right to charge the inspection fee to cover engineer costs.

The customer agrees that on the day of the inspection/repair an adult (over the age of 18) will be present.  Should an adult not be present, the engineer will not enter the property to carry out the inspection/repair.  The Company will attempt to rebook the visit, however if this is not possible then the Company reserves the right to charge the inspection fee to cover engineer costs.

You are responsible for arranging access to your home, and you will need to re-arrange the appointment if we are unable to enter. 

The customer will need to provide free access to and from the property (both internal and external access may be required) on the agreed dates so that we can carry out the repair. You must also provide free access to water, gas and electricity (where applicable) for repairing and testing your equipment.  

Our Engineers come to work to deliver services in your home. They aim to treat you courteously at all times and expect you to treat them in a similarly respectful way. We take seriously any threatening, abusive or violent behaviour against any of our Engineers. Where an incident of threatening, abusive or violent behaviour towards our Engineers occurs, the Engineer will immediately leave your home and the property made safe and the incident may be reported to the police. CLEAN HEATING will not send another Engineer to your home until an investigation and risk assessment has been carried out. CLEAN HEATING reserve the right to terminate the contract should the work environment be deemed unsafe for our Engineers.

Whilst every effort is made to ensure the repair takes place at the allocated booking time, the Company reserves the right to delay the repair for reasons including (for example, but not limited to) part availability, fires, strikes, illness, severe weather, lockouts, terrorism, war and any other causes beyond the control of the Company interfering with its execution or completion of the contract. Time shall not be deemed to be the essence of the Contract.

If we need to remove any fixtures or fittings in your home to complete the repair, we will let you know before starting. We won’t be able to completely make good of any repair by replacing or restoring to the original specification.

It is the responsibility of the customer to ensure there is adequate vehicle parking for the engineer to park their van within 25 meters of the entrance to the property. Any charges for parking are to be paid by the customer. If a permit for parking is required, it is the responsibility of the customer to organise the permit or notify the Company of the restriction at least two working days before the repair is due to be completed (or at the time of booking, whichever is sooner).

During the fulfilment of this contract, the customer agrees to provide a safe and respectful workplace for any persons attending the repair address. Persons attending a property to carry out work connected with this contract will leave the property if rude, abusive or unsafe conditions are encountered. If this happens, it will be at the sole discretion of the Company if a reattendance is arranged and what the charge for such a reattendance will be. In any event, no refund will be due from the Company to the customer if the site is vacated for reasons of safety, abuse or general rudeness. 

  1. Your repair

As part of your repair inspection, your engineer will determine the state of your boiler or heating system and assign one of the following categories:

  1. Issue fixed: Fixed within the £80 1 hour inspection period
  2. Repair required: unable to fix within the 1 hour inspection period and provide a fixed price, no obligation time and materials quote to complete the follow up work.
  3. Replacement required/BER: after diagnosing the problem, it was determined that the boiler is beyond economical repair. A quote will be provided for a replacement boiler through CLEAN HEATING and the initial inspection cost will be refunded against the cost of the replacement boiler at the point of purchase.
  4. Cannot diagnose: CLEAN HEATING requires full access to the customer site and the boiler in order to diagnose the issue within the 1 hour inspection visit. In cases where we are unable to diagnose the problem or unable to access the site, where possible a quote will be provided for a replacement boiler through CLEAN HEATING and the initial inspection cost will be refunded against the cost of the replacement boiler at the point of purchase.

Whilst engineers working on behalf of the Company will take reasonable care not to damage wiring, plumbing and other services at your property, the Company cannot be held responsible for any consequential damage caused to existing services/installations that are not clearly visible.

During the repair, our health and safety plan requires the engineer to have access to working communication devices. If for any reason the engineer is unable to get mobile phone reception, the customer agrees to make available to the engineer access to their telephone and internet connection for no charge.

The boiler and any other equipment that needs routine servicing (such as filters, valves, pumps and controls) should be kept readily accessible and in particular the clearances around the boiler should be maintained as set out in the manufacturer’s instructions. If a repair engineer attends and cannot access equipment, or the required clearances have been compromised in a way that prevents the item being repaired or operated safely, then the obstruction will need removing prior to any re-attendance to complete the repair work.

If there is any asbestos present within your boiler or at/near the repair site, we may be unable to carry out the appointment until you have provided us with a “certificate of reoccupation” to prove that all asbestos has been removed and that it is safe to return to the property. 

CLEAN HEATING will not be held responsible for any loss or damage to any property caused by the boiler or system breaking down, e.g. for damage to carpets or ceilings due to water leaks (not directly caused by us). General exclusions apply to all repairs. These include, but are not limited to:

  • Cost of any work, which is carried out without our approval, or the cost of repairing the installation or any fault which someone who does not work for us has caused
  • Repairing or replacing designer or curved radiators
  • Repairing or replacing damage to other properties
  • Making repairs caused by problems to your gas, electricity or water supply
  • Turning off the external water supply stopcock to complete repairs
  • Repairing or replacing any damage normally covered by household insurance
  • Repairing or replacing any issues relating to interference with your internet connection, radio signals or software
  • Making improvements to your home
  • Repairing or replacing central heating management systems
  • Change of pressure to old pipe work from an unsealed system to a sealed system.

We will carry out repairs or replacements at our sole discretion. CLEAN HEATING reserves the right to use our own judgement to decide whether the requested repair is carried out.

Whenever we provide you with replacement parts, we will issue you with a product that has similar functionality to the replaced parts. They may not be the exact part or product that is being replaced. 

For older parts that we are no longer able to source, we will do what we can, within reason, to source and fit alternative parts that will allow us to complete the repair. 

Upon completion of all physical works at the property, the customer (or their representative) may inspect the work before the engineer departs. Once the Company’s appointed engineer is satisfied that the work is complete and the customer (or their representative) has been given the opportunity to inspect, then all works required to fulfil the contract are deemed to have been completed.

All goods supplied remain the property of the Company even though installed, by way of a lien, until fully paid for and the Company reserves the right of re-entry to remove any such goods whether fixed or otherwise, which remain unpaid for.

If the customer would like to keep any old equipment or material that will be removed as part of any repair work, they must let the appointed engineer know on the day of the repair.

The Company is not liable for any loss of profit, loss of business, business interruption or business opportunity under any circumstances, including but not limited to rental income.


The Purchaser agrees to buy and the company agrees to install the goods. The purchaser acknowledges that the terms and conditions have been read and understood. The purchaser acknowledges receipt of a copy of this contact including the notice of their cancellation rights. By signing our order form you are agreeing to our terms and conditions/ contract.

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