Terms & Conditions
Last updated: 17/11/2019
Welcome to our terms and conditions page.
We’ve set out the following terms and conditions to apply to your use of our website and any services or orders carried out by us on your behalf. By continuing to browse and use this website, you’re agreeing to the terms and conditions laid out below. These terms and conditions do not affect your statutory rights.
For clarity, the following definitions apply:
“We”, “Us”, or “the Company” refers to Celsius Plumbing & Heating Ltd, whose registered address is 95 Portobello High Street, Edinburgh, EH15 1AW. Company Registration No: SC412287. VAT Registration No: 142527919.
“The Website” refers to celsiusplumbers.com
“You” or “the Customer” refers to anyone reading this notice on our website, and who may be seeking to use our services.
“Conditions” refers to our standard terms and conditions of sale, as set out below, along with any further agreed-upon terms confirmed in writing between you and the Company.
“Goods” or “Services” refers to any item(s) or services we supply to you in accordance with the aforementioned Conditions.
“Contract” refers to the contract you enter into with the Company when purchasing Goods or services – such as a boiler installation, plumbing repair or annual boiler service.
“Order” refers to the transaction of Goods or services you may place with us either on the phone or after a home visit.
You enter into a contract with Us upon your acceptance of a quotation or estimate to carry out any agreed works or product installations. This Contract is subject to passing various in-house criteria. If this criteria is not met, We may decide not to enter into a Contract with You, and can choose to reject an Order with no further explanation necessary.
Accuracy of information
We strive to make sure all the information provided on our Website is accurate and correct at all times. However, most product images, specifications and diagrams are provided to us by manufacturers. This means that there may be a small margin of error when it comes to any minor design changes made by the manufacturer – these are something we note in the product description of each item wherever possible.
Depending on the resolution and brightness of the device You use to view our Website, the colour or finish of our Goods may vary slightly. We do keep our Website as up-to-date as possible, but some devices may ‘cache’ information to allow faster loading times. Please ensure You are viewing the most up-to-date version of our Website before confirming an order or booking an installation.
Although we make every effort to ensure our Website displays accurate information on stock availability, this does not act as a guarantee of stock availability, nor an offer of sale.
Period of quotation
Any Quotation issued to You by the Company will remain open for a period of one calendar month, unless previously withdrawn. Thereafter, the Quotation is subject to reconfirmation or adjustment by the Company.
Basis of quotation
The quotation(s) are based on the work being affected during normal working
hours, Monday to Friday – unless otherwise stated. Variations or additional work shall be charged based on time and materials unless subject of a separate quotation accepted by the Customer.
All increases in labour and/or material cost arising after the date of quotation may
be recovered from the Customer unless the quotation expressly excludes this
Work by other Trades, any statutory fees, or charges for work done by Supply Authority or Local Authority is not included. While reasonable care will always be taken, the quotation does not cover incidental redecoration or other works consequent upon the proper execution of the
All of our engineers are experienced and professionally trained to offer You the most practical choices and options for your home, business or rental property. Some of this may be over the phone, but in order to ensure We are providing the most sound advice, We always recommend carrying out a home visit. Any advice given can only be based on the information provided, and is offered in good faith.
As an addition to the above, We also offer tips and guidance on our Website, including blogs, product information, tips and helpful guides – these can give You a rough indication or guideline of what might be the right fit for your home, but We still highly recommend speaking to a professional who can visit the property before making your final decision.
All designs provided by the Company are offered on the basis that these works shall be carried out completely by Us. These designs remain our copyright.
Pricing for any of the Goods or Services outlined on our Website (unless otherwise stated) is displayed as the value before Value Added Tax (VAT) – currently at 20%. This is made clear by showing ‘+ VAT’ next to all prices.
We try to ensure the prices of Goods and Services on our Website are accurate at all times, however, we also reserve the right to update ours prices at any time (for example, due to an increase in costs from suppliers, or down to a pricing error made by Us).
When it comes to Your quotation, any discrepancies or differences in price will be agreed upon before entering into a contract with You.
Please note; if You would like any Works to be completed on a Saturday, a higher rate would apply. All Saturday Works are completed by our engineers as overtime.
Please advise our team member when accepting Our quotation that you would prefer the Works to be completed on a Saturday, and they will revise your quotation accordingly.
For new boiler installations, We will require a deposit of 50% inclusive of VAT to be paid one day prior to the boiler installation date. We will send You a pre-installation letter by post or email which has full details of the accepted contracted Works, and how to pay the deposit.
Special offers, discounts and savings
From time to time, We may run promotions, special offers and discounts that we share via our Website, email, or social media channels. Any offers or discount benefits are clearly stated by Us at the time of publication, however, these are posted entirely at our discretion, and we reserve the right not to honour these for any reason (for example if some conditions have not been met).
Any Company offers or promotions found outside of our Website, social media or promotional emails may not be valid, and we again reserve the right not to honour these for any reason.
Occasionally, certain items found on our Website may include reference to a potential saving, often in the form of ‘Save XX%’. These calculations are entirely based on the Recommended Retail Price (RRP) provided by manufacturers, with the RRP also shown for reference. In the case of a bundle/pack deal, the RRP becomes the total of the bundled items.
Booking an installation with us
You may book an installation with Us via email, telephone, our Website or social media channels. Upon booking, You will receive an email confirmation of Your booking. On the day, You will be able to track Your engineer straight to Your door using Your smartphone, with the help of our online GPS tracking service.
Any appointment You book with Us to carry out an installation will be covered by Your 12-month guarantee – and there will be no charge if a fault is found in Our works we supply during that time.
Please note, appointment times/dates given may be subject to change due to seasonal demand. Allocated engineers are occasionally subject to change, and we may use approved sub-contractors to carry out works at times.
If further works are required, a quotation will be sent prior to any works proceeding. Please note – We are unable to proceed with any further works unless we receive written approval from You.
Booking a repair with us
You may book a repair with Us via email, telephone, our Website or social media channels. Upon booking, You will receive an email confirmation of Your booking. On the day, You will be able to track Your engineer straight to Your door using Your smartphone, with the help of our online GPS tracking service.
On the day, a minimum charge is applicable for up to the first hour on site. This covers our engineers’ time on site, along with diagnosis and reporting. If the engineer is able to repair the fault on site during the first hour, with no materials needed, all You will pay is the initial visit charge. Any time over the first hour would be charged per additional hour on site.
Any appointment You book with Us to carry out works will be covered by Your 12-month guarantee – and there will be no charge if the same fault is found during that time.
However, if You report a fault found to be outwith the original contracted quoted works, a minimum charge of 1 hour would be chargeable. If further works are required, a quotation will be sent prior to any works proceeding. Please note – We are unable to proceed with any further works unless we receive written approval from You.
Appointment times/dates given may be subject to change due to seasonal demand. Allocated engineers are occasionally subject to change, and we may use approved sub-contractors to carry out works at times.
Terms of payment
Payment in full is due on completion of any work We carry out, on receipt of the invoice submitted by the Company. Our engineers call from the site and pass You over to Our office by phone, where payment is made via debit or credit card. We also accept bank transfers, but do not accept cheques.
If you are not present when the engineer is on-site, you will be sent an invoice that states our payment details, and instructions enabling you to pay via an online form through Stripe/Xero.
In cases where the Contract Period is 4 weeks or more, invoices may be submitted fortnightly for the total value of work carried out, with the net amount due to be paid by You (the Customer) five working days later.
Failure by You to make payment within the time allowed shall entitle Us to suspend work and/or charge interest on the amount outstanding at 8% above the prevailing Bank of England’s base rate; furthermore, any legal representative costs will be added to the debt.
Warranty periods and validity
As accredited installers of Ideal, Veissmann, Glow-worm and Vaillant, we can offer full – and sometimes extended – manufacturer’s warranties (lengths will vary), along with a 12-month labour warranty. For other Goods, is it the responsibility of the Customer to apply for manufacturer’s warranties; again, the length of these will vary depending on the manufacturer.
In order for your boiler warranty to remain valid for the full period, this is subject to an annual service carried out by a Gas Safe registered engineer. This is something our team will endeavour to remind you of 30 days prior to your service being due, via automatic reminders (using our own bespoke software). However, it is still Your responsibility to ensure servicing is completed in time as per manufacturer’s instructions, and we cannot be held responsible for any reminders not being received by the customer or any voided warranties due to our reminders not being sent out. It is ultimately the Customer’s responsibility to adhere to all manufacturer’s instructions.
For the first 12 months after your installation, you must contact Us, so we can resolve any issues that fall under your warranty. After this period, any repairs/issues under warranty will be dealt with by the manufacturer, who may either send out a dedicated engineer or subcontractor.
Completion of work
We shall endeavour to carry out all work within the period stipulated, or – if no period is stipulated – within a reasonable timeframe. We shall not be held responsible for any loss or damage arising out of delay due to any cause beyond our control.
Cancellations and returns
Basic cancellation rights
Once you accept a quote from us, you have a 14-day cooling off period to change your mind. Let’s say, for example, you’ve booked an installation of a new boiler, radiators or plumbing works. During these 14 days, it is your right to cancel for any reason. The cancellation period will expire after 14 days from the day of the conclusion of the contract.
It is also your right to cancel any Order of Goods at any point before the goods are shipped, or up to 14 days after delivery of an Order, under Consumer Contracts Regulations (2014). From this time, you will have a further 14 days to return any items (if applicable) back to us. It should be noted these Cancellation Rights do not apply to any custom or ‘Made to Order’ items.
Cancellation of products or services
To exercise the right to cancel or rearrange your booking, You must inform us of your decision by the end of the working day before the scheduled booking.For cancellations further in advance, You must also notify us by telephone – We will then send written confirmation that your booking has been cancelled, so you are not liable to be charged.
To meet the cancellation deadline, it is sufficient for you to make it clear that you wish to cancel the contract before the end of the cancellation period. If You cancel on the day (or even night before) work is due to be carried out, or materials being supplied, You will be liable for any costs incurred by us, along with the profit that would have been made by us, in accordance with your original quote.
Where cancellation is not possible
You cannot cancel a Contract where the value of the contract is not more than £42.
You do not have the right to cancel a Contract if we are carrying out emergency works that you have explicitly asked us to carry out. In relation to any additional work that we carry out, that is not classed as emergency work, you will still have the right to cancel those elements of the work; in accordance with your cancellation rights set out above.
Returning an order
If you wish to return an Order of Goods for any reason, it is important to contact us in the first instance. We are unable to issue returns for non-faulty parts that have already been fitted in your home (although we do supply a 12-month warranty for labour carried out by a Celsius engineer).
You may return any Orders up to 30 days after receipt, however we are unable to accept any returns after this period.
During the 14-day window after delivery, you are entitled to return any Orders of Goods and receive a full refund. It is possible we may ask you to incur the costs of returning the Order in the instance that the Goods are not damaged or faulty, and this may be through a carrier or collection service nominated by us.
After this initial 14-day window, all returns will require a restocking charge and collection fee; these will vary depending on the Order.
Any Order of Goods that are faulty, damaged or incomplete must be reported to us as soon as possible (preferably within 48 hours), or up to 14 days after you have received your Order.
Consequential loss or damage
If any Goods or materials We supply to You are found to be faulty or damaged, We will pass on the benefit of any guarantees We have received on those Goods, to You. This may include repairing or replacing any Goods and materials, or work found to be defective if the defect is due to faulty workmanship by Us, or any subcontractors – on the condition this is brought to our attention within 12 months of the completion of the work. This does not affect your statutory rights.
However, there are some further conditions:
- We accept no responsibility for any drawing, design or specifications not prepared by Us.
- Our responsibility is limited to that of our Contract, and the fulfilment of said Contract in a proper and workmanlike manner. We shall not be liable for any consequential loss or damage arising out of the execution of the Contract, unless due to negligence caused by Us or a subcontractor.
- We shall not be liable for any wear and tear, or loss or damage (either direct or indirect), nor any extra work additional work entailed by another contractor outside of our Contract.
- The repair or replacement of any faulty work or materials shall only be carried out by Us, or a subcontractor; otherwise the responsibility to repair or replace shall not apply.
- We will take reasonable care but accept no liability for damage to furniture or other fixtures and fittings which have to be moved by our engineers or subcontractors in order to carry out the Contract Works. However, we will maintain adequate Public Liability Insurance cover for at least the duration of the Contract.
Privacy and security
We do not save or keep credit/debit card information used in Customer transactions.
Under GDPR, we do not share any personal details or contact information with third parties, with two exceptions; approved sub-contractors to carry out works on behalf of Celsius, and our email automation software on the condition that you opt-in to receive future communications from us. Our bespoke software is also used to send appointment notifications and service/gas safety certificate reminders via email and text message. This is something you are free to unsubscribe from at any time.
Use of Website information
You are free to utilise the content on our Website for your own personal use (for example, You may want to print out technical specifications when comparing different boilers).
However, commercial use of any of the content on our Website is strictly prohibited. If We can prove You have copied or plagiarised any of the content on this Website for commercial use, You will be liable to pay a fee of £1,000 per page, for every day Google has indexed that content on your website. This liability also applies to any visual content (photos, infographics etc.) that We create for use on our Website.
How to contact us
If You need to get in touch with Us for any reason, You may contact us by telephone on: 0131 258 0848, or fill out our online form.
Alternatively, You can send Us an email: email@example.com
Our postal address is:
Celsius Plumbing & Heating Ltd.
95 Portobello High Street