Terms & conditions

Last updated: August 2026. This document is a working draft and should be reviewed by a qualified adviser before it is relied upon.

Please read these terms carefully. They set out what you can expect from us, what we need from you, how and when you pay, and your legal right to change your mind. Nothing here takes away rights you have by law as a consumer.

1. Who we are

We are Smith's Heating Services Ltd ("we", "us", "our"), a company registered in England & Wales under company number 06658288, with our registered office and trading address at 7 Derehams Lane, High Wycombe HP10 9RH.

• VAT registration number: 839 0051 38
• Gas Safe Register number: 186650
• OFTEC registered for oil-fired work
• Telephone 01494 328382 · Email info@smithsheating.co.uk
• Office hours: Monday to Friday, 8:00am–6:00pm

2. When these terms apply

These terms apply to every quotation we give and every job we carry out for you, whether that is a boiler service, a repair, a full installation, an air-conditioning or heat-pump project, or a service plan. They apply alongside any written quotation we have given you. If anything in your quotation conflicts with these terms, the quotation takes priority for that job.

These terms are written for customers who are consumers — that is, individuals buying for their home rather than for a business. If you are buying for a business, sections 5 (your right to change your mind) and parts of section 14 (our responsibility to you) do not apply, and different terms may be agreed in writing.

3. Quotations and estimates

We will tell you clearly whether we are giving you a quotation (a fixed price for defined work) or an estimate (our best assessment, which may change).

• Unless we say otherwise in writing, a quotation is valid for 30 days from its date.
• A quotation covers only the work described in it. If, once work begins, we find something that could not reasonably have been seen beforehand — for example corroded pipework hidden under flooring, an unsafe existing installation, or asbestos — we will stop, explain the position, and give you a revised price in writing before carrying out any additional work.
• Where a survey is needed to price work accurately, we will tell you in advance whether that survey is chargeable.

4. How a contract is formed

A contract comes into existence when you accept our quotation — in writing, by email, by accepting it through our customer portal, or by asking us in clear terms to go ahead — and we confirm that we can carry out the work. We will confirm the agreed date with you before attending.

5. Your right to change your mind

Because most of our contracts are agreed either in your home or at a distance (by phone, email or online), you normally have a legal right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

You may cancel within 14 days of the day the contract is made, without giving any reason and without penalty.

To cancel, simply tell us before the 14 days are up — by email to info@smithsheating.co.uk, by telephone on 01494 328382, or by post to 7 Derehams Lane, High Wycombe HP10 9RH. You may use the form at the end of these terms, but you do not have to. We will acknowledge your cancellation and refund any money you have paid within 14 days, using the same payment method you used.

If you want work to start during the 14 days. Emergencies and breakdowns often cannot wait. If you ask us in writing to begin before the cancellation period ends, we will — but please understand that:

• if you then cancel, you must pay a fair amount for the work already carried out and any materials already supplied, up to the point you told us you were cancelling; and
• once the work has been fully completed at your express request within those 14 days, your right to cancel is lost.

These cancellation rights are separate from, and in addition to, your rights if something goes wrong with the work (see section 14).

6. Prices and VAT

Prices are quoted in pounds sterling. We will always make clear whether a price includes or excludes VAT.

• Most work is charged at the standard rate of VAT (currently 20%).
• Some energy-saving work — including certain heat-pump and insulation installations at residential properties — qualifies for a reduced or zero rate of VAT. Where that applies to your job we will show it on your quotation and invoice.
• If the rate of VAT changes between our quotation and the work being carried out, we will adjust the VAT element to the correct rate.

Where your installation attracts a government grant — for example under the Boiler Upgrade Scheme — we will explain clearly which part of the price the grant covers, what you pay, and what we need from you to claim it. Grants are awarded by the scheme administrator, not by us, and are subject to that scheme's own rules and eligibility.

7. Payment

• Unless agreed otherwise in writing, our invoices are payable within 14 days of the invoice date.
• For larger installations we may ask for a deposit or a staged payment. We will always tell you the amount and the timing in your quotation before you commit.
• We accept bank transfer and card payment. For larger balances we may ask for bank transfer rather than card.
• Materials and equipment we supply remain our property until they have been paid for in full, although you are responsible for them once installed at your property.
• If an invoice is not paid on time we may charge interest and reasonable recovery costs in line with the Late Payment of Commercial Debts (Interest) Act 1998 where that Act applies. For consumers, we will contact you first and try to agree a way forward before taking any further step.

8. Paying by finance

Finance is available on eligible work, subject to status. Smith's Heating Services Ltd (FRN 932213) is an Introducer Appointed Representative of TradeHelp Ltd, who are authorised and regulated by the Financial Conduct Authority (FRN 697812). We introduce customers to TradeHelp Ltd and do not receive a fee for the introduction. TradeHelp Ltd are a credit broker, not a lender, and offer loans from Novuna Personal Finance, a trading style of Mitsubishi HC Capital UK PLC, authorised and regulated by the Financial Conduct Authority. Finance options are offered subject to status and credit check, which must be completed before commencement of works. A 14 day cooling off period applies to all applications. If cancelled within 14 days, alternative payment of the full outstanding balance must be made. Finance complaints policy.

9. What we need from you

So that we can work safely and finish on time, please make sure that:

• someone aged 18 or over can give us access at the agreed time;
• we have safe access to the appliance, boiler, tank, meter and controls, and reasonable parking near the property;
• the working area is clear of furniture, belongings and pets, and any valuables are moved before we arrive;
• you tell us in advance about anything we should know — asbestos, a listed building, a shared flue, previous DIY work, or anyone in the household with particular health needs;
• there is a supply of electricity and water available to us; and
• if you rent the property, you have your landlord's permission for the work.

If we cannot start or finish because these are not in place, we may have to rearrange and charge a reasonable call-out fee for the wasted visit.

10. Our work, and gas safety

We will carry out our work with reasonable care and skill, by suitably qualified engineers, and in line with the manufacturer's instructions and current regulations and standards.

If we find something unsafe. Our gas engineers work to the Gas Industry Unsafe Situations Procedure. If we find an appliance or installation that is unsafe, we are required to tell you, to label it, and — with your permission — to disconnect or turn it off. Where a situation is immediately dangerous we must report it, and we cannot leave it in use. This applies even if we were called out for something else entirely, and even if the unsafe appliance is not one we installed. We will always explain what we have found and what your options are.

We will leave your property clean and tidy, and remove the old appliance and packaging unless we have agreed otherwise.

11. Guarantees

• Our workmanship is guaranteed for 12 months from completion. If something we have done fails in that time, we will put it right at no cost to you.
• Manufacturer warranties on boilers, heat pumps and other equipment are provided by the manufacturer, and their length varies by product — we will tell you what applies to yours. Most manufacturer warranties require the appliance to be serviced annually to stay valid. We will remind you when a service is due, but keeping the warranty valid is your responsibility.
• Our guarantee does not cover damage caused by misuse, interference by someone else, lack of servicing, system contamination such as sludge where we recommended a flush that was declined, frost damage, or faults in parts of the system we did not supply or work on.

12. Service plans and reminders

If you are on a service plan, or we hold your appliance on our annual service list, we will contact you when a service is due. These reminders are a courtesy to help you keep your appliance safe and your warranty valid; the legal responsibility for maintaining the appliance remains with the property owner. You can ask us to stop service reminders at any time.

Separately, if you are a landlord, the legal duty to hold a current Gas Safety Record (CP12) for each let property is yours. We will help you keep on top of it, but we cannot assume that duty for you.

13. Appointments, delays and cancellations by either of us

• Please give us at least 24 hours' notice if you need to move or cancel a booked appointment, so we can offer the slot to someone else. We may charge a reasonable fee for a missed appointment or a cancellation at very short notice.
• Occasionally we may need to move an appointment — because of an emergency at another property, illness, or parts not arriving. We will tell you as soon as we can and offer the earliest alternative.
• Timescales we give are our honest best estimate. We are not responsible for delays outside our reasonable control, such as extreme weather, supplier failure or utility works, but we will keep you informed.

14. If something goes wrong, and our responsibility to you

Under the Consumer Rights Act 2015, our work must be carried out with reasonable care and skill, within a reasonable time and for a reasonable price where none was agreed; and any goods we supply must be as described, fit for purpose and of satisfactory quality. If they are not, you are entitled to have the problem put right, and in some cases to a price reduction. Nothing in these terms affects those rights.

We are responsible for loss or damage you suffer that is a foreseeable result of us breaking this contract or failing to use reasonable care and skill. We are not responsible for losses that were not foreseeable, or for business losses such as loss of profit where you are a consumer using our services for private purposes.

We do not exclude or limit our liability in any way for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; any breach of the statutory rights described above; or anything else that cannot lawfully be excluded.

We hold public liability insurance; details are available on request.

15. Complaints

If you are unhappy with any part of our work, please tell us as soon as possible — most things are quickest to fix while we are still nearby.

1. Contact us on 01494 328382 or info@smithsheating.co.uk. We aim to acknowledge every complaint within 3 working days.
2. We will investigate and give you a full response, normally within 14 days. If we need longer, we will tell you why and when to expect an answer.
3. If we cannot resolve matters between us, you may be able to refer a gas or heating complaint to the Gas Safe Register, or take the matter to an alternative dispute resolution provider or the courts. Complaints about finance are handled under the TradeHelp complaints policy, and may be referred to the Financial Ombudsman Service.

16. Your information

We handle your personal information as described in our Privacy notice. In short: we use it to quote for and carry out your work, to keep the safety and installation records the law requires, and to contact you about your appliances. We do not sell it.

17. General

• We may update these terms from time to time. The version that applies to your job is the one published when you accepted your quotation.
• We may use carefully chosen subcontractors for parts of a job; we remain responsible to you for the work.
• 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 you may bring proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in your own country's courts.

Model cancellation form

You only need to use this form if you want to cancel within the 14-day period described in section 5 — an email or phone call is equally valid.

Smith's Heating Services Ltd · Registered in England & Wales #06658288 · VAT 839 0051 38 · Gas Safe 186650