Terms & Conditions

1. About these terms

In these terms, "we", "us" and "our" mean Heatcare Norwich LTD, a company registered in England and Wales (company number — TO CONFIRM) whose office is in Norwich, Norfolk. "You" means the customer who books the work — the property owner, occupier, landlord or managing agent.

These terms, together with the written quotation or estimate we give you, form the contract between us. Nothing in them affects your statutory rights under the Consumer Rights Act 2015.

2. Quotations and estimates

• Quotations are free, without obligation and valid for 30 days from the date we issue them, unless we say otherwise in writing.
• A quotation is a fixed price for the work described in it. An estimate is our best assessment of the likely cost and may change once work begins.
• A quotation covers only the work it lists. If we find additional work is needed — for example corroded pipework, an unforeseen fault or a system that does not meet current regulations — we will stop, explain the position and give you a revised price before continuing.
• Quotations assume safe and reasonable access to the appliance, pipework or system, and a working supply of gas, water and electricity at the property.

3. Bookings, appointments and access

• We will agree an appointment date with you and aim to arrive within the time slot given. Traffic, weather and emergency call-outs can affect timings; where we are delayed we will tell you as soon as we can.
• Someone aged 18 or over must be at the property, or you must arrange access for us, for the whole of the visit.
• Please clear reasonable access to the boiler, cylinder, meter, radiators or pipework before we arrive, and secure any pets.
• If we cannot gain access at the agreed time, or the work cannot proceed for a reason outside our control, we may charge a reasonable call-out fee to cover the wasted visit.

4. Prices and payment

• Our current published rates for call-outs, servicing, gas safety inspections and hourly work are set out on our prices page. Prices there apply where no separate written quotation has been given.
• Chargeable time starts when we arrive at the property and ends when the work is completed or suspended.
• Parts are charged in addition to labour unless the quotation states that they are included.
• Payment is due on completion of the work, or within the period stated on the invoice. For larger installations we may ask for a deposit or a staged payment, which will be set out in the quotation.
• We accept the payment methods shown on the invoice. Materials remain our property until they have been paid for in full.
• We may charge statutory interest on invoices that remain unpaid after the due date, and recover reasonable costs of collection.

5. Cancelling or rearranging

Where you book as a consumer away from our premises — over the telephone, by email or through this website — you have a legal right to cancel within 14 days without giving a reason, under the Consumer Contracts Regulations 2013.

• To cancel, tell us in writing at enquiries@heatcarenorwich.co.uk or call 07715 998479 within the 14-day period.
• If you asked us to start work during the 14 days — as is usually the case with an emergency repair — and you then cancel, you must pay for the work already carried out and for any parts already fitted or ordered specifically for you.
• Once the work has been completed in full at your request within the 14 days, the right to cancel is lost.
• Outside the statutory cancellation period, please give us at least 24 hours' notice to cancel or move an appointment. Cancellations with less notice may incur a charge for the time reserved.

6. Our work and guarantee

• All work is carried out with reasonable care and skill by qualified, Gas Safe registered engineers, in accordance with current Gas Safety Regulations, Building Regulations and manufacturers' instructions.
• Our workmanship is guaranteed for 12 months from completion. If a fault arises from our work in that period, we will return and put it right at no charge.
• The guarantee does not cover fair wear and tear, misuse, damage by a third party, work interfered with by someone else, faults in existing parts of the system we did not install or were not asked to work on, or a system left without power or without adequate frost protection.
• Parts and appliances carry the manufacturer's own warranty. Where a manufacturer's warranty applies, we will help you make the claim, but the warranty terms are the manufacturer's and not ours.
• Where an appliance must be registered with the manufacturer or notified to building control, we will do so and give you the paperwork.

7. Gas safety and unsafe appliances

We are legally required to act on any appliance we find to be unsafe. If we identify an immediately dangerous or at-risk appliance, we will explain the problem, ask for your permission to make it safe, and issue a warning notice. We may be required to disconnect the appliance or notify the gas emergency service or Gas Safe Register.

We cannot restore an unsafe appliance to use, and we will not carry out work that would leave an installation in a dangerous condition, whatever the instruction.

8. Your responsibilities

• Tell us anything you know about the system, including previous faults, past repairs, hidden pipework and the location of stopcocks and isolation valves.
• Confirm that you own the property or have the owner's permission for the work to be done.
• Where you are a landlord, arrange access to the property and give the tenant reasonable notice of our visit.
• Make sure the property is safe for us to work in, including asbestos, electrical and structural hazards you are aware of.
• Keep the system topped up and serviced as recommended so that any guarantee remains valid.

9. Liability

• We hold public liability insurance and we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or failing to use reasonable care and skill.
• We are not liable for pre-existing faults, for the failure of parts of a system we did not install or were not asked to inspect, or for damage caused by decay, corrosion or blockage that could not reasonably have been found before work began.
• Some work — such as lifting floorboards, chasing walls or removing panels to reach pipework — requires making good afterwards. Unless the quotation says otherwise, our price covers reasonable reinstatement but not redecoration, tiling or floor covering.
• We do not limit our liability in any way for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be limited.
• We are not liable for delays or failures caused by events outside our reasonable control, including severe weather, supply shortages and the failure of utility services.

10. Complaints

If something is not right, tell us straight away. Call 07715 998479 or email enquiries@heatcarenorwich.co.uk with your address, the date of the work and what has gone wrong. We will acknowledge your complaint promptly, investigate it and, wherever we can, arrange to return and resolve it.

11. This website

• The content of this website is provided for general information about our services. Guides and videos, including any advice on repressurising a boiler, are general in nature and are not a substitute for an inspection by a qualified engineer.
• The text, images, logos and design of this website belong to us or to our licensors and may not be copied or reproduced without our permission.
• We may link to other websites. We have no control over their content and accept no responsibility for it.
• How we handle personal information submitted through this website is set out in our Privacy Policy.

12. General

• We may update these terms from time to time. The version published on this page when you book is the version that applies to your job.
• If any part of these terms is found to be unenforceable, the rest continues to apply.
• These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction over any dispute.

These terms were last updated on 29 July 2026.