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Terms & Conditions

Bespoke home and business heat solutions

Charge rates:

All prices are inclusive of VAT

Domestic customers only:

  • Hourly rate of £144
  • Domestic warm air service: £288 
  • Boiler service: £144
  • Gas safety check + boiler service: £216 
  • Air source heat pump service: £288
  • Ground source heat pump service: £288 
  • Solar thermal service: £288 - additional £100 for glycol

Commercial Customers:

  • Hourly rate of £240

Terms & Conditions

    1. The vast majority of our work is completed within the first hour. If, however, subsequent hours are required, we will try our best to inform you where possible  or a quote will be provided for the remainder of the work. Our hours of work are rounded up; therefore if we were to spend 20 minutes on site this would then be rounded up to the first hourly charge rate.
    2. To avoid any cancellation or no-show charges we ask for a minimum of 48 hours notice to either reschedule or abort any works. Failure to provide adequate advance notice may result in a charge. 
    3. Should our engineer arrive at site and access cannot be obtained; we will attempt to call and will wait for up to 20 minutes for access to be granted. If access still cannot be gained this will result in the first hour of labour being charged. Should our engineer attend a site and the job in hand cannot start due to the foundations or project delays this would also result in the first hour of labour being charged.
    4. We will ask for payment on the day of completion. Our engineer will ask for you to inspect the works and should you be happy will sign them off.  We recommend that you do not sign any documentation if you are in any way unhappy with the works. Provided we have received full payment of works; should any issues arise after this point due to our workmanship or materials you will be covered by our 2-year warranty guarantee!  
    5. If any form of payment is withheld we would not complete any works under the warranty guarantee 
    6. Arrival times are approximate and are subject to change due to unforeseen circumstances. We will provide as much notice as possible should there be any changes to the engineers arrival time.
    7. During a period of 14 calendar days from the date of an estimate or quotation sent you have a right to cancel the contract.
    8. Should you accept the quotation or estimate of works and specifically request for any of the works to begin within the 14 day timescale this would waive your rights to cancel. 
    9. 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 due to disturbance caused by the proposed works.
    10. 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.
    11. Dismantling, clearing and reinstatement of any fitted cupboards or furnishings to permit the proposed works to proceed; will be charged at an extra cost unless specified. 
    12. 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 permitted 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. 
    13. 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. 
    14. 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.
    15. No allowance has been made for casing in pipework or painting/decorating of the new works, unless specified. 
    16. 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. 
    17. 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. 
    18. 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.
    19. 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. 
    20. No allowance has been made for out-of-hours working unless specified or to suit our own requirements.
    21. 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 for example; emergency call-outs, breakdowns or circumstances beyond our control, No liability will be accepted if it is not possible to meet the client's timescales. 
    22. The works described in our estimates and 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 and 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. 
    23. 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. 
    24. 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. 
    25. Any additional works that the Client requires to be carried out whilst the specified works are being executed will be charged at an extra cost.  An indication of such cost will be given and the Client’s agreement will be obtained before the additional works proceed.
    26. 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.
    27. 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. 
    28. 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. 
    29. 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. 
    30. 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. 
    31. Should the works include a powerflush, 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. Should the
    32. 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. 
    33. Unless specifically stated within the estimate VitoEnergy will not provide a new electrical circuit; however should a new circuit be required VitoEnergy will install this through the guidance of our inhouse electrician. If the existing electrical supply is found to be insufficient or sub-standard this must be rectified at you (the Client’s) cost.
    34. 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.
    35. 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. 
    36. 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.
    37. 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 or 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. 
    38. Upon completion of all works the job will be handed over and a walkthrough of what was agreed will be concluded. Should you be at all unhappy with the works, you must raise these at this point allowing 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 per statutory law. 

    If you do not understand any of these terms and conditions you must let us know before the commencement of any works.

    Please note all our calls are recorded for training purposes and disputes.Acceptance of any estimate or quotation confirms acceptance of these terms and conditions.

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

Book an Appointment

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

MM slash DD slash YYYY
  • 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: 93 Mytchett Rd, Mytchett, Camberley GU16 6ES

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    Vat number: 296867624
    Company number: 11367917
    MCS Certification Number: OFT-103749
    Public and Products Liability insurance through Howden with a limit of indemnity £5,000,000
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