Terms & Conditions of Business
Get Started →Alex Robson Heating and Gas Ltd. Document reference ARHG-TC-001. Version 1.0. Effective 18 June 2026. Review date 18 June 2027.
1. Definitions
1.1 "Company" means Alex Robson Heating and Gas Ltd.
1.2 "Customer" means the individual, business or organisation purchasing goods or services from the Company.
1.3 "Works" means any installation, servicing, maintenance, repair, inspection, certification, emergency call out or other services carried out by the Company.
1.4 "Goods" means all boilers, cylinders, controls, radiators, pipework, fittings, parts and materials supplied by the Company.
2. Quotations and estimates
2.1 All quotations are valid for 30 days from the date issued unless otherwise stated.
2.2 Estimates are provided as a guide only and are subject to adjustment if additional work, labour or materials become necessary.
2.3 Quotations are based upon information available at the time of survey or enquiry. The Company reserves the right to amend quotations where unforeseen circumstances or site conditions arise.
2.4 Acceptance of a quotation, estimate or booking constitutes acceptance of these Terms and Conditions.
3. Deposits
3.1 The Company reserves the right to request a deposit before ordering materials or commencing work.
3.2 Boiler installations, heating system upgrades and larger projects may require staged payments.
3.3 Deposits paid for special order or non returnable goods are non refundable once materials have been ordered.
4. Payment terms
4.1 Unless agreed otherwise in writing, payment is due immediately upon completion of the Works and receipt of invoice.
4.2 The Company accepts payment by bank transfer, debit card, credit card or other approved methods.
4.3 Title to Goods supplied shall remain with the Company until full payment has been received.
4.4 The Company reserves the right to suspend or withhold further work where outstanding balances remain unpaid.
5. Late payment
5.1 Overdue accounts may be subject to interest at 8% above the Bank of England base rate.
5.2 The Customer shall be responsible for any reasonable costs incurred by the Company in recovering outstanding debts.
6. Access to property
6.1 The Customer shall provide safe and unrestricted access to the property and working area.
6.2 The Customer must ensure adequate access to gas, water and electrical services where required.
6.3 Where the Company is unable to gain access at an agreed appointment time, a missed appointment charge may apply.
6.4 The Customer is responsible for obtaining any parking permits required for the Company's attendance.
7. Customer responsibilities
7.1 The Customer shall remove or protect valuable, delicate or personal items located within the work area.
7.2 The Company accepts no liability for damage to items not removed from immediate work areas.
7.3 The Customer shall disclose any known defects or issues relating to existing installations before work commences.
8. Additional works
8.1 Any work falling outside the original quotation will be discussed with the Customer before proceeding.
8.2 Additional labour, parts or materials may incur additional charges.
9. Cancellations
9.1 The Customer may cancel an appointment by providing reasonable notice.
9.2 Deposits paid for ordered materials, bespoke equipment or non returnable goods may not be refundable.
9.3 The Company reserves the right to recover costs already incurred prior to cancellation.
9.4 Consumers retain statutory cancellation rights where applicable under consumer legislation.
10. Gas safety
10.1 All gas work will be undertaken by suitably qualified Gas Safe registered engineers.
10.2 The Company reserves the right to classify, disconnect or make safe any appliance or installation considered unsafe.
10.3 Safety decisions made by the attending engineer shall be final and made in accordance with current gas safety legislation and industry guidance.
10.4 The Customer shall not interfere with any safety notices, warning labels or disconnections carried out by the Company.
11. Warranties and guarantees
11.1 Manufacturer warranties
Any warranty, guarantee or extended warranty relating to boilers, cylinders, controls, radiators, heat pumps or other equipment supplied and installed by the Company is provided solely by the manufacturer. Alex Robson Heating and Gas Ltd acts only as the installer and does not provide, administer, underwrite or assume responsibility for any manufacturer warranty. The approval, administration and settlement of warranty claims rests entirely with the manufacturer. The Company shall not be liable for decisions made by manufacturers regarding warranty acceptance, rejection, parts availability, labour allowances or claim outcomes.
11.2 Registration of warranties
Where applicable, the Company may register warranties on behalf of the Customer. The Customer remains responsible for ensuring compliance with all manufacturer warranty requirements including annual servicing, maintenance and operational instructions. Failure to comply with manufacturer requirements may invalidate warranty cover.
11.3 Workmanship guarantee
The Company provides a 12 month workmanship guarantee covering defects directly arising from installation workmanship carried out by the Company.
11.4 Exclusions
The Company's workmanship guarantee does not cover:
- Manufacturing defects
- Component failure
- Customer misuse or neglect
- Accidental damage
- Third party interference
- Water quality issues
- Corrosion
- Sludge contamination
- Existing system defects
- Failure to maintain equipment
- Electrical supply faults
- Frozen condensate pipes
- Acts of nature or external causes
11.5 Warranty call outs
Where attendance is requested for a fault believed to be covered under a manufacturer's warranty, the Company reserves the right to charge for attendance unless the fault is found to be directly attributable to the Company's workmanship.
12. Servicing requirements
12.1 Manufacturer warranties often require annual servicing.
12.2 It is the Customer's responsibility to ensure servicing is carried out within the required timescales.
12.3 The Company accepts no responsibility for invalidated warranties resulting from missed servicing.
13. Appointments
13.1 Appointment times are estimates only.
13.2 The Company shall not be liable for delays caused by emergency call outs, adverse weather, traffic conditions, supplier issues or circumstances beyond its control.
14. Photographs
14.1 The Company may take photographs of installations before, during and after completion for compliance, warranty, training and record keeping purposes.
14.2 No customer identifiable information will be published without consent.
15. Limitation of liability
15.1 Nothing within these Terms excludes liability for death or personal injury caused by negligence or any liability which cannot legally be excluded.
15.2 Subject to Clause 15.1, the Company's total liability shall not exceed the value of the Works undertaken.
15.3 The Company shall not be liable for indirect, consequential or financial losses including:
- Loss of earnings
- Business interruption
- Loss of profits
- Loss of use
- Accommodation costs
- Alternative heating costs
15.4 The Company shall not be liable for hidden defects, existing pipework failures, structural defects or pre existing issues discovered during the Works.
16. Force majeure
The Company shall not be liable for delays or failures caused by events beyond its reasonable control including:
- Severe weather
- Supplier shortages
- Industrial disputes
- Government restrictions
- Utility failures
- Natural disasters
17. Data protection
17.1 Customer information will be processed in accordance with applicable UK data protection legislation.
17.2 Information may be used for quotations, invoicing, certification, warranty registration, service reminders and legal compliance.
17.3 Customer information will not be sold to third parties.
18. Complaints
18.1 The Company operates a formal Complaints Procedure.
18.2 Complaints should be submitted to complaints@arheatingandgas.co.uk.
18.3 Complaints will be investigated and responded to in accordance with the Company's Complaints Procedure.
19. Governing law
These Terms and Conditions shall be governed by the laws of England and Wales. Any dispute arising from these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.