Terms & Conditions

1. General

These Terms and Conditions apply to all services provided by Castle Heating Kent Ltd, including plumbing, heating, boiler installations, servicing, drainage and emergency callouts. By engaging our services, you agree to be bound by these terms.

‍

2. Quotations and Pricing

• All quotations are valid for 30 days unless otherwise stated.

• Prices may change if unforeseen issues arise during the job. Any changes will be discussed and agreed upon before proceeding.

• VAT (if applicable) will be added to all invoices.

‍

3. Booking and Cancellations

• Appointments must be booked in advance. Emergency services are subject to availability.

• Cancellations made less than 24 hours before the scheduled appointment will incur a cancellation fee but maybe dismissible at the discretion of Castle heating Kent.

‍

4. Payment Terms

• Payment is due upon completion of work unless otherwise agreed in writing.

• We accept bank transfers for any works over £500.00 all other payments by debit/credit cards, and cash if agreed before works has started and been agreed with the office.

• Late payments will incur interest charges at 2% per day.

‍

5. Workmanship and Materials Guarantee

• All workmanship carried out by Castle Heating Kent Ltd is guaranteed for 365 days from the date of completion.

• Any materials, parts, or appliances used during the works will carry the manufacturer’s warranty only, which may vary depending on the product and if regular serving has been carried out subject to manufactures instructions.

• This warranty excludes any labour costs associated with replacing or repairing faulty materials covered under the manufacturer’s warranty.

‍

6. Access and Safety

• The customer must ensure safe and clear access to the work area.

• We reserve the right to refuse service if the environment is deemed unsafe.

‍

7. Liability

• Castle Heating Kent Ltd is insured for public liability up to £1,000,000.

• We are not liable for any indirect or consequential loss arising from our services.

• Customers are responsible for securing valuables and fragile items prior to work commencing.

‍

8. Emergency Call-Outs

• Emergency call-out services are available subject to engineer availability.

• Emergency rates may apply outside of standard working hours (Monday–Friday, 8am–5pm).

• A minimum call-out fee of £150.00 will be charged, which includes the first hour of labour. Additional time and materials will be charged accordingly.

• We aim to respond promptly, but response times may vary depending on location and demand.

‍

9. Boiler Servicing

• Annual boiler servicing is recommended to maintain efficiency and safety.

• Servicing includes visual inspection, flue check, pressure test, and cleaning of key components.

• Any faults identified during servicing will be reported, and a separate quotation will be provided   for repairs.

• Servicing does not include replacement of parts unless agreed in advance.

‍

10. Complaints

• Complaints must be submitted in writing within 14 days of the work being completed.

• We aim to resolve all complaints within 10 working days.

‍

11. Data Protection

• Customer data is handled in accordance with the UK GDPR and Data Protection Act 2018.

• We do not share personal information with third parties without consent.

‍

12. Force Majeure

• We are not liable for delays or failure to perform due to events beyond our control, including extreme weather, strikes, or supply chain disruptions.

‍

13. Estimates and Pricing Adjustments

• Any estimate provided by Castle Heating Kent Ltd is a non-binding approximation of the anticipated cost of works, based on the information available at the time of assessment.

• Estimates are subject to change if additional issues are discovered during the work, or if the scope of the job is altered by the customer.

• Where possible, any changes to pricing will be discussed and agreed with the customer prior to continuing the work• Final invoices may reflect actual time spent, materials used, and any unforeseen complications that required additional labour or parts.

• We aim to be transparent and fair in all pricing and will always provide a breakdown of charges upon request.