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Terms & Conditions

Bespoke home and business heat solutions

Charge rates:

Domestic customers only:

  • Hourly rate of £120 plus VAT
  • Boiler service of £120 plus VAT Gas Safety of £120 plus VAT

Commercial Customers:

  • Hourly rate of £200 plus VAT

Terms & Conditions

  1. The vast majority of work is completed within the first hour or a quote is provided for the remainder of works. If, however, subsequent hours are required, we will try our best to inform you where possible. Hours are rounded up, if we spend 20 minutes on site this is rounded up to the first hour's charge etc.

  2. Cancellations must give practical notice or charges may apply.

  3. If the engineer arrives at the site and cannot obtain access for any reason, we will attempt to call and wait for up to 20 minutes. If we still cannot gain access, or the job is not ready meaning we cannot start the work, the first hour of labour will be charged before rebooking. For works booked for 4 hours or more we will charge £350 plus VAT per engineer, per day.

  4. Payment is due on the day of completion, the engineer on-site will ask you to inspect the works and sign if you are happy, please do not sign if you are in any way unhappy. After this point any issues with our works or materials, provided you have paid the bill in full, will be covered by our 2-year warranty!

  5. *We will not complete any warranty works if payment is withheld.

  6. Due to covid, if you do not sign any works off on the PDA we will use a verbal agreement. However, if you are unhappy with the works in any way you must inform the engineer and email the office at immediately.

  7. Arrival times are approximate and subject to change to unforeseen circumstances.

  8. Please be aware you have a right to cancel any of our contracts during a period of 14 calendar days from the day a quotation or estimate is sent or given to you. If you accept an estimate or quotation, and specifically request for the works to begin within this period please be aware that you will waive your rights to cancel.

  9. Acceptance of any estimate or quotation confirms acceptance of these terms and conditions.

  10. All reasonable care will be taken during the execution of the works, however no responsibility can be accepted for any faults or failures that may occur to existing pipework, fittings, equipment, etc. due to disturbance caused by the proposed works.

  11. Any estimate or quotation from VitoEnergy is based on a non-intrusive survey of the property and, as such, it is assumed that any existing systems that we connect to are in good condition and in working order. Should we find, during the course of the works, any faults with the existing systems we reserve the right to make a charge for rectifying the fault. Should the client fail to mention any relevant facts relating to the existing installation we reserve the right to make a charge for rectifying.

  12. Dismantling, clearing and reinstatement of any fitted cupboards, etc to permit the proposed works to proceed will be charged at extra cost unless specified.

  13. If, during the execution of the proposed works it is necessary to gain access into floors below fitted carpets, these will be lifted by us and laid back on completion. No re-stretching or fixing has been allowed for unless specified. For floors covered with thermoplastic tiles, vinyl sheet covering, cork tiles, laminate flooring or similar, no allowance has been made for reinstatement unless specified.

  14. During the execution of the proposed works, it may be necessary to isolate various water, gas & electrical services. We will try and advise this in good time and the period of isolation will be as short as possible.

  15. Whilst all holes formed during the execution of the proposed works will be made good on completion, no allowance has been made for reinstatement of decorations. We do not guarantee to match existing brickwork where boiler flue terminals have been removed.

  16. No allowance has been made for casing in pipework or painting/decorating of the new works, unless specified.

  17. It has been assumed that unrestricted access to all relevant parts of the property will be afforded to us during the course of the works. Any delays caused by restricted access not notified at the time of survey may be subject to an extra charge and/or delay in completion.

  18. Where other trades are involved in the works and these trades are not under our control any delays that may be caused to our progress by these trades may be subject to an extra charge and/or delay in completion.

  19. Unless specified the works will be carried out in one continuous visit. Extra visits at the request of the Client or caused by circumstances beyond our control will be subject to a surcharge and may affect the completion date.

  20. Ownership of any materials supplied, whether fixed or unfixed, shall not pass to the Client until payment in full has been received for said materials. We reserve the right to take whatever legal action may be necessary to secure payment for the works carried out and materials supplied either fixed or unfixed.

  21. No allowance has been made for out-of-hours working unless specified or to suit our own requirements.

  22. All dates or times given for the start of or duration of the works are given in good faith based on the information gained during the survey and our current workload commitments. These times may be varied, however, due to unforeseen circumstances i.e. emergency call-outs, breakdowns, etc. or to circumstances beyond our control. No liability will be accepted if it is not possible to meet the client's timescales.

  23. The works described in our estimates/quotations will be guaranteed for a period of twenty four months from date of completion against faulty design and workmanship provided there is no interference with our works from anyone other than ourselves. The materials supplied will be subject to the suppliers/manufacturers guarantees. The Client’s Statutory Right in law is not affected by this guarantee. This guarantee does not extend to existing, installed equipment, pipework or fittings.

  24. Whilst certain items may be specified by name or model, we reserve the option to supply goods of a different manufacturer providing they shall be suitable for the purpose intended.

  25. Any items or materials supplied by the Client or others for our fixing will be unpacked and inspected, and any faults found will be pointed out to the Client whose responsibility it will be to obtain replacement items. Any delays caused by faulty or damaged items may be chargeable, may result in us withdrawing from site and may affect the completion date of the works.

  26. Any additional works that the Client requires to be carried out whilst the specified works are being executed will be charged at extra cost. An indication of such cost will be given and the Client’s agreement will be obtained before the additional works proceed.

  27. All works must be paid in full on the day of completion, this means once the physical works have been completed and before clerical completion. In the case of some products we may need to book in a 3rd party for later works, this does not extend the payment terms.

  28. All quotations and estimates are open for acceptance for a period of 30 days providing the works can commence within 90 days, both periods from the date of estimate or quotation and thereafter may be subject to revision or withdrawal.

  29. Terms of payment are given on the estimate or quotation for the works and it is a condition of acceptance that these be adhered to. We reserve the right to charge interest at the rate of 5% above Lloyds TSB Bank plc’s current base rate per month on overdue accounts, plus any debt recovery cost.

  30. The price specified in any estimate or quotation does not include for the removal of any dangerous waste materials such as asbestos found when carrying out the works. This will be subject to an extra charge.

  31. Prior to commencement of work involving gas carrying pipework, the existing gas supply will be subject to a soundness test to check for compliance with Gas Safety Regulations. Any faults found will be advised to the Client and any rectification works required may be subject to additional charges.

  32. Should the works include a power flush, cold mains flush, or chemical flush of the existing heating system, it must be pointed out that, whilst this treatment is generally harmless, depending on the condition of the existing components the process may find weaknesses in the system. Should any such problems be encountered then any rectification works required may be charged at extra cost.

  33. Should the works include installing a heating or hot water system that requires pipework to be under higher pressure than that of the current system, for example when upgrading the cold mains, installing an unvented cylinder, converting an open vent system to a sealed system, or installing a combination boiler, the client should be aware that the higher pressures used by this type of system may find weaknesses in the existing system. Any repairs required in this respect are not included in estimates or quotes. Should the customer not fully understand the different types of system they should contact us before accepting the estimate or quotation.

  34. Unless specifically stated within the estimate VitoEnergy will not provide a new electrical circuit to the appliance we are installing, in most cases this is done by an electrician contracted by you (the Client). We will give full guidance on the requirements for our equipment upon request. If the existing electrical supply is found to be insufficient or sub-standard this must be rectified at you (the Client’s) cost.

  35. In the case of ground source heat pumps VitoEnergy and their sub-contracted borehole or horizontal loop installer does not take responsibility for re-establishing the ground beyond filling any holes and trenches. This may require you (the Client) to engage with a grounds worker or gardener to make level, lay a new drive/turf or any variation beyond these examples.
  36. This estimate or quotation does not include any parking fees levied in Controlled Parking Zones (CPZ’s). Any such fees incurred will be passed onto the Client at cost.

  37. It is the responsibility of the Client to ensure that all children and pets are kept away from the areas in which we are working.

  38. If the proposed works are being carried out in a leasehold property it is the sole responsibility of the Client to ensure that all necessary permissions have been obtained in writing from the landlords/managing agents. We accept no responsibility whatsoever for any works carried out without the necessary permissions. We can furnish details of the proposed works if so required at possible additional cost.

  39. Upon completion of the works you will be ‘handed over’ the job where we will show you what we have done. If you are at all unhappy with the works, you must tell us at this point, and allow us to rectify any issues. Under no circumstances are you allowed to deduct or withhold monies from the bill for issues without allowing us to rectify the issue, as is statutory law.
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If you do not understand any of these terms and conditions you must let us know BEFORE the works start.

Please note. All calls are recorded for training purposes and disputes.

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One of our friendly engineers can visit to supply you with your
free, no-obligation quote or consultation.  
Or feel free to call 01252 596 300




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    • Excellent. Diligent and proactive

      "We are heating and ventilation designers who specialise in low-energy and passivhaus homes. We have worked with VitoEnergy on a number of projects and have found them to be excellent. Diligent and proactive they deliver a high-quality job and are always keen to ensure the systems they install are the most efficient possible."

      JOHN PALMER, Managing Director, ​​​​​​​Enhabit
    • Professional, polite and considerate

      "Really impressed with the level of service, from getting a quote and booking the job, to the excellent work done by Greg and Liam doing our upgrade to a Combi boiler. They were very professional, polite and considerate, happy to work around any problems and keep us informed of the progress, and the work looks to have been completed to a very good standard. Much appreciated!"

      Nick Bentley
    • Tremendously responsive and good natured

      "I had to replace an old gas boiler that was no longer up to spec and there was some extra work necessary to ensure the flue could be fully assessible. VitoEnergy gave me a really great quote and did the job in rapid order - I was very pleased with the installation but had an issue with some of the flue routing. However - they were incredibly responsive, absolutely addressing the issue post haste and moreover pointing out and resolving another couple of issues on my gas supply that I didn't realise needed addressing. They are a tremendously responsive and good natured, friendly company and I have no hesitation in recommending them."

      Hashim Hassan

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      © 2021 VitoEnergy Ltd. All rights reserved.
      Registered Address: Fifth Floor, 11 Leadenhall Street, London, United Kingdom, England, EC3V 1LP

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      Vat number: 296867624
      Company number: 11367917
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