SWIFT HEATING INSTALLATIONS — TERMS AND CONDITIONS
Document Version: V3 – March 2026
Effective Date: Upon acceptance of quotation
Gas Safe Registration: 964044
Governing Law: Laws of England and Wales
These terms and conditions apply to all quotations, contracts, and works undertaken by Swift Heating Installations. Please read them carefully before proceeding with your order. If you have any questions, please contact us before accepting your quote.
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1. ACCEPTANCE OF TERMS
Acceptance of this quotation and the below terms and conditions is triggered by either a deposit being taken, a finance application being accepted, or you otherwise instructing us to proceed. By doing so, you confirm that you have read, understood, and accepted these Terms and Conditions in full.
These Terms apply to all quotations, contracts, and works undertaken by Swift Heating Installations. All the terms of the contract between you and Swift Heating Installations are contained in this document and the written quotation provided to you. No variation of the terms shall bind either party unless agreed in writing and signed by both parties.
This does not affect your statutory rights under the Consumer Rights Act 2015 or any other applicable legislation. If you want independent advice about your consumer rights, you can contact Citizens Advice or Trading Standards.
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2. DEFINITIONS
To help make these terms clear, the following words have specific meanings:
• We/us/our – Swift Heating Installations.
• You/your/customer – the person or persons who have ordered goods or services from us.
• Property – the domestic address where the installation work is to be carried out.
• Installation – the supply and fitting of a boiler, central heating components, and/or associated pipework as specified in our quotation.
• Boiler – a natural gas or LPG boiler and flue designed for domestic use, with a heat output capacity of up to 50kW.
• Central heating system – the heat and hot water system at your property, including radiators, valves, cylinders, controls, pumps, and the pipes connecting them.
• Controls – the controls outside your boiler that make it work, including the programmer, thermostats, motorised zone valves, central heating pump, and the pipes and wires connecting them.
• Annual service – a check each year by a Gas Safe Registered engineer to ensure your boiler is safe and working properly.
• Benchmark logbook – the industry-standard record completed at installation, documenting the commissioning of your boiler and providing a service record.
• Quotation – the written fixed-price quote we provide specifying the work, equipment, and total cost.
• Commissioning check – a check carried out when we install your boiler to ensure it and your central heating are safe and working properly.
• Recall – an engineer revisit to the property after the initial installation to address a reported fault or issue.
• Chargeable visit – an engineer visit that is not covered by our warranty or installation guarantee, for which you will be invoiced at our standard rates.
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3. QUALIFICATIONS AND SCOPE OF WORK
3.1 Our qualifications
Swift Heating Installations is a Gas Safe Registered business. All our engineers are fully qualified, carry photographic identification, and work in accordance with current Gas Safe regulations and relevant Building Regulations. You should always ask to see identification before allowing an engineer into your home.
3.2 Scope of work
We will complete the works as specified in our written quotation and no more. Our work is limited to heating system and boiler-related installations and associated pipework. We are gas engineers and heating specialists – we are not builders, decorators, joiners, plasterers, or electricians (unless explicitly agreed in writing).
Any work requested or required outside of the agreed scope will be subject to a separate quotation and must be agreed by you in writing before we proceed. We will clearly explain any additional work and costs before starting.
3.3 Our core responsibility
⚠ Our obligation – Operational boiler: Swift Heating Installations is fully responsible for ensuring that your new boiler is operational and functional upon completion of the installation. This means the boiler will fire, produce heating and hot water, and be safe for use. This is our core deliverable. Any additional works beyond getting the boiler operational and functional (for example, specific aesthetic requirements, additional radiator moves, system modifications, or non-standard requests) must be documented in the notes section of your quotation before acceptance. If it is not written in the notes section of your quotation, it is not included in our scope of work.
3.4 Domestic premises only
Our services are designed for domestic properties only. If you require a boiler installation in commercial premises, please contact us before placing an order as different qualifications and regulations may apply.
3.5 Electrical work
During installation, we will either supply and install new heating controls or reconnect your existing controls. If an electrical fuse spur is not easily accessible, we will leave the boiler connected to a temporary supply. It is your responsibility to either arrange for your own qualified electrician to fit a permanent fuse spur, or to notify us before the installation date so we can source an electrician at an additional cost.
⚠ IMPORTANT – Electrical bonding and electrician services: Swift Heating Installations has no involvement with the electrical bonding of pipework. Electrical bonding (earth bonding) of gas and water pipes is a legal requirement but is the responsibility of a qualified electrician, not a gas engineer. If you require electrical bonding or believe your bonding needs to be checked or updated, you must contact a qualified electrician directly. We will not carry out, inspect, or certify any electrical bonding work. An electrician will only be provided by us as part of your installation if it is explicitly written in the notes section of your quotation. If it is not in the quotation, it is not included.
3.6 Boiler specification and equipment
⚠ IMPORTANT – Boiler and equipment specification: Your quotation will state the boiler manufacturer and the kW output. Please check these details carefully before accepting. On rare occasions, in order to complete your installation promptly, we may upgrade your boiler to a higher specification at no additional cost to you – you will be notified if this occurs. If a specific thermostat, filter, or other ancillary component specified or discussed cannot be sourced, we reserve the right to supply and install a suitable alternative of equivalent or better functionality. We will inform you of any substitution, but this will not constitute grounds for complaint, cancellation, or refund provided the alternative is fit for purpose.
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4. YOUR QUOTATION
4.1 Fixed-price quote
Your quotation covers only the work specified in the quotation document. All prices include VAT at the current rate unless otherwise stated. We practise fair and transparent pricing.
4.2 Quote validity
Your quotation is valid for 28 days from the date of issue. Installation must be completed within 90 days of your acceptance unless otherwise stated. After this period your quotation will no longer be valid and you will need to obtain a new one.
4.3 Additional work on the day
Sometimes, on the day of installation, our engineer may identify additional work that is required. This might include:
• Additional work needed to meet current safety standards or Building Regulations.
• The need for scaffolding or specialist access equipment.
• Discovery of asbestos or other hazardous materials.
• Amendments you request to the original specification.
• Requirements for secondary trades such as electricians or builders.
• Flue extensions or vertical flues.
Any additional work will be explained and agreed with you in writing before we proceed. If you do not wish to proceed with the additional work, you may cancel for a full refund of any monies paid (subject to Section 12), provided the additional work was not foreseeable at the time of quoting. If you arranged finance, an additional application may be required which could leave a further mark on your credit file.
4.4 Flue considerations
If the flue length required exceeds 1 metre, additional flue parts may be needed at extra cost. This will be discussed with you before installation begins. If your existing boiler has a twin flue system (separate air intake and exhaust pipes) or is located centrally with a flue running through a wall, please contact us before placing your order. None of the boilers we supply work with twin flue options. If a flue is found to be incorrectly sized or sealed during installation, remedial work will be required and charged accordingly.
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5. COMMUNICATION AND DOCUMENTATION
5.1 Methods of communication
We will communicate with you through whatever means are convenient to both parties, including face-to-face, telephone, email, and other acceptable electronic methods. All communications will be in English.
5.2 Order confirmation
When you place an order, we will send you written confirmation including details of the work agreed, the total cost, the installation date, your cancellation rights, and how to make a complaint. Please check this confirmation carefully and notify us immediately of any errors.
5.3 Post-installation documentation
⚠ IMPORTANT – Documentation delivery: Following installation, we will provide you with the following documents within 28 days: (a) your Gas Safety Certificate / Building Regulations compliance certificate; (b) confirmation of warranty registration with the manufacturer (see Section 5.4 below); (c) your completed Benchmark logbook (left on-site on the day of installation); and (d) your invoice/receipt. If you have not received these documents within 28 days of installation, please contact us at admin@swiftheatinginstallations.co.uk.
5.4 Warranty registration
⚠ IMPORTANT – We register your boiler warranty: It is our responsibility to register your new boiler with the manufacturer following installation. We will do this on your behalf and provide you with confirmation of registration. You do not need to register the boiler yourself. If you have not received confirmation of warranty registration within 28 days of installation, please contact us at admin@swiftheatinginstallations.co.uk so we can investigate.
5.5 Attendance confirmations
Where an engineer visit is scheduled, we will provide confirmation of the date and an estimated arrival window. If we are unable to attend at the agreed time, we will notify you as soon as reasonably possible and arrange an alternative. We will make every effort to avoid missed or late attendances.
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6. SITE INSPECTION AND PREPARATION
6.1 Pre-installation photographs and survey
After placing your order, you may be asked to provide photographs of the installation area or participate in a video call survey. These allow us to plan the work and ensure the correct equipment is delivered. The information you provide must be true and accurate. If our engineer identifies on the day that the equipment ordered is unsuitable or cannot be installed as planned, we will explain why and discuss alternatives. If you decline the alternatives, or none can be offered, we will provide a full refund.
6.2 Access and site preparation
You must ensure:
• Clear, safe, and unobstructed access to the work area (both internal and external) for the duration of works.
• Adequate vehicle parking within a reasonable distance. Any parking charges or permits are your responsibility – notify us at least two working days before the installation.
• Access to water, gas, and electricity supplies. You are responsible for ensuring there is an adequate gas and electricity supply before we start.
• Personal belongings, furniture, and floor coverings near the work area are moved or protected. We are not liable for damage to items not moved or protected.
• Someone aged 18 or over is present throughout who is authorised to make decisions on your behalf (such as the boiler location, pipework routes, and approving any variations).
6.3 Floor coverings
You may be required to take up carpets, tongue-and-groove, parquet, hardwood, rubber, or tiled floor coverings before we start. We will give you as much notice as possible. It is your responsibility to reinstate flooring once work is completed. We will not lift, cut, or reinstate specialist flooring.
6.4 Permissions and consents
It is your responsibility to obtain all permissions, licences, or consents required before we attend, including listed building consent, landlord consent, freeholder agreements, or party wall agreements. We will not accept liability for unauthorised work. You will be responsible for compensating us for any losses or costs incurred as a result of missing permissions.
6.5 Existing infrastructure
Existing pipework, valves, radiators, and other equipment must be in reasonable working order. If existing infrastructure does not meet current regulatory standards or is of insufficient capacity, we will discuss your options. You may authorise additional work or cancel for a full refund. If you choose neither option but still wish the new equipment installed, we will install the boiler but leave final connection to the existing system for you to arrange through others, and you remain liable for full payment.
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7. CARRYING OUT THE INSTALLATION
7.1 Our engineers and sub-contractors
All engineers are Gas Safe Registered and carry photographic ID. We may use approved sub-contractors or secondary trades (such as electricians or specialist builders) who will all be appropriately qualified. We are responsible for the work of sub-contractors we engage. Our engineer may attend with trainees, apprentices, or managers.
7.2 Conduct and safety
Our engineers will treat you and your home with courtesy and respect. We expect the same in return. We take seriously any threatening, abusive, or violent behaviour toward our staff. If such behaviour occurs, our engineer will leave immediately and make the area safe. We reserve the right to terminate the contract and no refund will be due. The incident may be reported to the police.
7.3 Timeframes
Timeframes are our best estimates. We reserve the right to delay installation for reasons beyond our control (severe weather, supplier delays, illness, industrial disputes). Where delays occur, we will notify you as soon as possible and agree new timeframes. Delays will not affect your quoted price.
We aim to complete work before 6pm but may occasionally need to work beyond this. We will discuss this with you and minimise disruption.
7.4 Pipework routing
New or upgraded pipework will be discussed with you and installed in the most functionally appropriate way from an engineering perspective. Pipework may need to be surface-mounted and clipped. We will not bury pipework in walls, under floors, or box it in. The route for pipework is an engineering decision and may not align with aesthetic preferences.
7.5 Radiator installations
⚠ IMPORTANT – Radiator positioning: Where we install radiators to existing pipework positions, the radiator will be fitted to align with the existing pipe connections. If you wish radiators repositioned to different locations, this must be agreed in writing before installation as part of the quotation. We will not accept post-installation complaints about radiator positioning where radiators have been connected to existing pipework as agreed.
7.6 Commissioning, Benchmark logbook, and sign-off
A commissioning check will be carried out as part of every installation. Our engineer will verify your boiler and central heating are safe and working properly. You will not need an annual service until year two.
The Benchmark logbook will be completed by our installer and left on-site with you. You must retain this logbook for the life of the boiler – it is essential for warranty claims and evidence of proper commissioning.
7.7 Satisfaction note and completion
⚠ CRITICAL – Satisfaction Note: Upon completion, you (or your authorised representative) will be given the opportunity to inspect all work before our engineer departs. You will then be asked to sign a satisfaction note confirming that the boiler is operational and functional, and that you are satisfied with the work carried out. Once the satisfaction note is signed, this is final confirmation that you are happy with the installation. Any subsequent issues relating to workmanship must be reported in writing to admin@swiftheatinginstallations.co.uk with photographic or video evidence demonstrating the issue is the result of our work. We will not accept verbal complaints or complaints made through third parties after the satisfaction note has been signed. If you identify any concerns, they MUST be raised before the engineer departs so they can be addressed on the day. If you refuse to sign the satisfaction note without reasonable cause, the works will still be deemed complete once our engineer confirms the installation meets all regulatory and safety standards.
7.8 Automatic payment upon sign-off
Unless you are paying by finance, signing the satisfaction note triggers the automatic collection of any outstanding balance from the card on file. By accepting these terms, you authorise us to charge the final payment to your card immediately upon signing of the satisfaction note. If you are paying by finance, payment will be processed in accordance with your credit agreement with the finance provider.
7.9 Photographs
Our engineer will photograph installed equipment for auditing, quality, and record-keeping. We may use these for marketing purposes. Photographs will be stored in accordance with our privacy notice.
7.10 Secondary trades and multi-day installations
Where secondary trades (such as electricians) are required, we will endeavour to leave equipment working until they attend. We cannot guarantee this will be within the same day. Where installations require multiple days, we will agree the schedule with you in advance and ensure your property is left safe and secure at the end of each working day.
7.11 Work stoppage and lost labour
⚠ IMPORTANT – Customer-caused delays and work stoppages: If you pause, delay, or stop our work for any reason once the installation has commenced – including but not limited to waiting for other contractors, changing your mind about specifications, failing to provide access, or any other customer-initiated interruption – you will be liable to pay for all lost labour time at our standard day rates. Lost labour includes any time our engineer is unable to work due to the stoppage, any wasted travel time, and any costs associated with rescheduling. We will invoice you for lost labour separately and payment is due within 7 days. This charge is in addition to (and does not reduce) the original contract price.
7.12 Third-party trades working in our installation areas
⚠ IMPORTANT – Liability exclusion for third-party interference: Once any other trade or contractor (including but not limited to electricians, plumbers, builders, plasterers, joiners, or decorators not engaged by us) begins working in, on, or around any area where we have carried out installation work, we cannot be held liable for any damage, faults, leaks, system failures, or defects in our work that may arise. Our warranty and installation guarantee do not cover any issues that occur after third-party trades have accessed or worked on or near our installed equipment, pipework, or connections. If you intend to have other trades work in areas where we have installed equipment, we strongly recommend that you have our work inspected and signed off via the satisfaction note before any other trades commence. Any warranty claim made after third-party trades have worked in our installation areas will be assessed on its merits, and we reserve the right to decline the claim if we reasonably believe the issue may have been caused or contributed to by the third-party works.
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8. PRE-EXISTING CONDITIONS AND LIMITATIONS OF LIABILITY
8.1 Pre-existing faults
We are not responsible or liable for:
• Any pre-existing faults, defects, hazards, or unsafe conditions within your property or heating system (including asbestos, structural defects, faulty wiring, corroded pipework, hidden leaks, or contaminated water).
• Any consequential loss or damage arising from pre-existing conditions, even if uncovered during our work.
• Faults in existing pipework, radiators, valves, or other components not installed by us, whether or not our engineer has touched or connected to them.
Where we have connected new equipment to your existing system, we cannot accept responsibility for the cost of repairing or replacing parts of your existing system that later develop faults. This applies in all cases except where we have been negligent in not realising that such damage would occur, or the way we carried out the work caused the fault.
If pre-existing issues are identified during our work, we will notify you and may pause work until they are rectified at your cost. This applies in all cases except where we have been negligent.
8.2 Showers and compatibility
Due to the wide variety of showers available, we cannot determine in advance whether your existing shower will be compatible with a new boiler. We are not liable for incompatibility unless caused by our negligence.
8.3 Water pressure and hot water performance
⚠ IMPORTANT – Water pressure and hot water: Installing a new boiler may change your water pressure and hot water flow rates. These changes are inherent in upgrading equipment and are not faults. We will test water supply pressure before starting work, but as supply rates can fluctuate, we cannot guarantee consistent hot water performance where the underlying mains supply is variable or inadequate. We are not liable for hot water performance issues caused by mains supply fluctuations, existing pipework restrictions, or incompatible existing fittings. This does not apply where we have been negligent.
8.4 Combi boiler conversions
If you are converting from a standard (conventional/system) boiler to a combi boiler, there will likely be a pressure increase in your pipework. This is an inherent consequence of the conversion and can exacerbate existing leaks, cause new leaks to appear in weakened pipework, and affect the performance of existing fittings. All post-conversion leak investigations and any remedial work required will be chargeable at our standard rates.
Any water storage tanks decommissioned as part of a combi conversion will be left in place unless our engineer is requested to remove them on the day and is able to do so without damaging the building fabric.
8.5 Structural and hidden damage
We are not liable for damage caused by structural defects or weaknesses (visible or not). If you are unsure about structural integrity, engage a qualified surveyor before installation. Whilst our engineers will take reasonable care, we cannot be held responsible for damage to wiring, plumbing, or other services not clearly visible.
8.6 Limitation of liability
Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded by law. Subject to this:
• We are not liable for any loss of profit, loss of business, business interruption, or indirect or consequential loss.
• Our total aggregate liability under this contract shall not exceed the total price paid by you under your quotation.
• We are not liable for any loss or damage caused by your failure to follow manufacturer instructions, our safety advice, or these terms.
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9. COSMETIC AND MAKING GOOD
A reasonable level of disruption should be anticipated when installing or relocating a boiler. This may include changes to pipework positions, visible alterations to walls/ceilings/floors, or removal of existing fittings.
9.1 What we will do
• Make safe and tidy any work area on completion.
• Seal small holes and make good minor incidental damage directly caused by our work.
• Reinstate floorboards where necessary (specialist, laminated, or hardwood floors cannot be permanently re-fixed).
• Re-lay lifted carpets to the best of our ability (we cannot be responsible for carpets nailed or glued down).
9.2 What is your responsibility
• Full cosmetic restoration (painting, plastering, carpentry, tiling, flooring) is your responsibility and is not included in our price.
• Removal or refitting of cupboards, boxing-in, or bespoke joinery is not included.
• New materials introduced (bricks, tiles) may not match existing materials due to age, weathering, or discontinuation.
9.3 Our responsibility for damage
We will take reasonable care to avoid unnecessary damage. If we cause damage through our negligence, we will put it right at our cost. Any damage to fixtures and fittings not caused by our negligence, or any need for redecoration, is your responsibility.
9.4 Sanitary ware and fixtures
We will take reasonable care around sanitary ware (toilets, sinks, cisterns) and other household fixtures. However, we are not responsible for damage to fragile, aged, or pre-existing weakened sanitary ware or fixtures unless the damage was caused by our negligence. If you have concerns about fragile fixtures near the work area, please notify us before the installation date.
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10. HAZARDOUS MATERIALS AND WASTE
Hazardous material removal (such as asbestos) is not included in our quotation. If discovered:
• Work will be paused until safely removed.
• You must arrange and pay for removal by a qualified contractor.
• You must provide a Certificate of Reoccupation before we continue.
As standard, we will remove and dispose of all waste, rubbish, and your old boiler where it is safe to do so. This is included in the contract price. This includes all non-hazardous debris, packaging, old parts, and materials generated during the installation. If you wish to keep any old equipment or materials, you must tell our engineer on the day of installation – otherwise it will be taken away. We will not remove any materials that we deem unsafe to handle or transport (such as asbestos or other hazardous waste) – see above for your responsibilities regarding hazardous materials.
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11. PAYMENTS
11.1 Deposit
A deposit as stated in the quotation is required before work is scheduled. This is a condition of accepting your order. Failure to pay, or any un-cleared or partial funds, will render the contract invalid.
11.2 Payment schedule
• Deposit: As stated in the quotation, required before work is scheduled.
• Interim payment: 50% of the remaining balance will be charged to the card on file 3 days before the installation date.
• Final payment: Unless the job is on finance, the remaining balance will be automatically charged to the card on file upon signing of the satisfaction note (see Section 7.8). By accepting these terms, you authorise this automatic payment.
• Finance customers: If paying by finance, the final balance will be processed between us and the finance provider in accordance with your credit agreement.
• Alternative arrangements: Must be agreed in writing before the installation date.
11.3 Payment terms
Payment is deemed received once cleared funds are in our bank account. All prices include VAT unless otherwise stated.
11.4 Late payments and interest
⚠ IMPORTANT – Late payment consequences: Late payments will be subject to interest and recovery costs under the Late Payment of Commercial Debts (Interest) Act 1998. In addition, we reserve the right to charge interest on overdue amounts at a rate of 8% above the Bank of England base rate, calculated on a daily basis from the date payment was due until the date payment is received in full. We also reserve the right to recover all reasonable costs incurred in collecting overdue payments, including but not limited to administration charges, legal fees, and debt recovery agency costs. Whilst any money is outstanding, we are entitled to delay or defer any further work without penalty.
11.5 Retention of title
All goods supplied remain our property until fully paid for by way of a lien. We reserve the right of re-entry to remove any unpaid goods, whether installed or otherwise.
11.6 Chargebacks
If you initiate a credit card chargeback or similar payment reversal, we reserve the right to pass on all costs and losses associated with defending such action. This does not affect your statutory rights.
11.7 Withholding payment
⚠ IMPORTANT – Payment must not be withheld: Customers must not withhold payment for any reason. Once the satisfaction note has been signed and the works are deemed complete, the full balance is due and payable. If you have a complaint or snagging issue, you must follow our complaints procedure (Section 18) and our recalls process (Section 21). A complaint, snagging issue, or dispute does not entitle you to withhold, reduce, or delay payment. If you withhold payment, we reserve the right to charge interest on the outstanding amount (see Section 11.4), suspend any warranty or recall obligations, and pursue debt recovery. This does not affect your statutory rights.
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12. FINANCE
12.1 Introduction to finance providers
Swift Heating Installations is a broker and not a lender. We do not charge a fee for introducing you to lenders. If you wish to pay using a finance package, we may introduce you to a third-party finance provider on a referral basis. Taking out a finance agreement is not a condition of purchasing a boiler.
12.2 Finance notification – 3 working days' notice required
⚠ CRITICAL – Finance customers must notify us in advance: If you intend to pay for your installation by finance, you must notify us at least 3 working days before your scheduled installation date. This is to allow sufficient time for finance applications to be processed and approved. If you fail to notify us of your intention to pay by finance at least 3 working days before the installation, we reserve the right to require payment by an alternative method (card or bank transfer) before or on the day of installation.
12.3 Installation without confirmed finance
⚠ WARNING – Proceeding without confirmed finance acceptance: If you instruct us to proceed with the installation before you have received written confirmation from the finance provider that your application has been accepted, the full contract balance becomes immediately payable by you through an alternative payment method (card or bank transfer). We will not be held responsible for any finance application that is declined, delayed, or withdrawn after installation has taken place. It is entirely your responsibility to ensure your finance is confirmed and in place before the installation begins. We strongly recommend you do not proceed with installation until you have written confirmation of finance acceptance.
12.4 Credit agreements
If you enter a credit agreement, you will receive a Pre-Contract Credit Information (PCI) form and a copy of the credit agreement from the lender. We strongly recommend you review the PCI form carefully before signing. Applying for finance may leave a footprint on your credit record.
12.5 Consideration period
You are entitled to a consideration period of up to 14 days before your credit agreement is finalised. This period starts when you receive the advance copy of the credit agreement and ends after 14 days or when the lender receives your signed agreement, whichever is sooner.
12.6 Cancellation of finance
If a credit agreement is cancelled or terminated for whatever reason, subject to the Consumer Credit Act 1974, the contract balance becomes immediately payable by you. This does not affect your statutory rights.
12.7 Customer waiver for urgent installations
Where there is particular urgency, you may waive your rights to the cooling-off period to allow us to complete your installation more quickly. If you do so, the outstanding balance will be payable by you irrespective of the outcome of any finance application.
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13. CANCELLATION
13.1 Your right to cancel
You have the right to cancel this contract within 14 days of placing your order without giving any reason, provided:
• You notify us in writing (by email or post) before any delivery is made, or within 14 days of the order being placed.
• Notification is given before our engineer attends site.
To cancel, email admin@swiftheatinginstallations.co.uk or write to [INSERT ADDRESS]. State your contract number, the work you wish to cancel, and the property address.
13.2 Cancellation after work has started
By accepting our quotation, you agree that we may begin work before the cooling-off period ends. If you cancel after work has commenced or materials have been purchased, you will be liable for:
• The cost of any materials already purchased or delivered.
• Our reasonable costs for any labour already carried out.
• Any administration costs incurred in processing your order.
We may deduct these from your deposit or charge you separately. You cannot cancel once works are fully completed and goods installed.
13.3 Cancellation by us
We may cancel this contract if:
• You provide false or misleading information.
• Our engineers' health and safety is put at risk.
• You fail to make payment as agreed.
• The installation cannot proceed for technical or safety reasons.
If we cancel, we will refund monies paid less reasonable costs for work done and materials supplied.
13.4 Refunds
Where a full refund is due, we will process it within 14 days. Only our appointed agents may transport equipment to be returned.
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14. WARRANTY
Please read this section carefully. Your warranty is subject to strict conditions which must be met for any claim to be valid.
14.1 Installation guarantee
Our workmanship is covered by a 12-month installation guarantee from the date of completion, covering pipework, joints, and hand-applied seals (parts and labour). If we carry out work on your central heating system as part of the installation, we guarantee to repair or replace faulty parts we supplied, or fix faulty workmanship, for 12 months. If we do not carry out work on your central heating system, we will still repair faults that result directly from our boiler installation, provided you notify us within 30 days. Repairs after this time will be chargeable.
14.2 Boiler warranty
The boiler warranty period is as specified on your accepted quotation and commences from the date of installation. Our obligations are strictly limited to correcting boiler component failures necessary to enable the boiler to function effectively. If we cannot repair the boiler, we will replace it with a unit of similar functionality (not necessarily the same make, model, or type). It is our responsibility to register your boiler warranty with the manufacturer – you do not need to do this yourself. We will provide you with confirmation of registration within 28 days of installation (see Section 5.4).
14.3 Conditions precedent – MANDATORY requirements for a valid warranty
⚠ WARNING – Failure to meet ANY of the following conditions will invalidate your warranty. Your warranty is conditional upon strict compliance with all of the requirements listed below. It is your responsibility to ensure these conditions are met at all times during the warranty period.
• Annual servicing: The boiler MUST be serviced no less than once per year from the date of installation by a Gas Safe Registered engineer. You must retain all service records and produce them upon request. Missing or incomplete service records will invalidate your warranty. We reserve the right to schedule your annual service during the summer months (typically April to September) to manage engineer availability, provided the service is completed within 12 months of the previous service. You agree that we may contact you to arrange a summer service appointment and that a service carried out during the summer months satisfies the annual servicing requirement in full.
• Benchmark logbook: The Benchmark logbook must be completed at installation and retained on-site for the life of the boiler. This must be available for inspection during any engineer visit.
• No unauthorised work: No person other than a suitably qualified Gas Safe Registered engineer may carry out any service, repair, or inspection of the boiler. Any work carried out by unqualified persons will void the warranty immediately.
• Water quality: The failure must not have been caused by contaminated water, limescale, sludge build-up, or any other water quality issue. You must maintain appropriate inhibitor levels in your central heating system.
• Central heating maintenance: You must keep your central heating system maintained. If sludge is identified, you must arrange a powerflush or system cleanse. Damage caused by sludge or corrosion is not covered.
• Manufacturer instructions: You must comply with all manufacturer instructions relating to your boiler at all times.
• Payment obligations: You must have fulfilled all payment obligations under this agreement and any other agreements with us.
• Preventative works: Any preventative works recommended by our servicing engineers must be carried out within the timescale recommended. Failure to action recommended preventative works will void the warranty for any fault arising from that failure.
• Self-maintenance: You must carry out basic self-maintenance tasks as set out in the manufacturer's manual (re-pressurising, bleeding radiators, thawing frozen condensate pipes, resetting controls). Callouts for self-maintenance tasks are chargeable.
14.4 Auxiliary equipment and controls
The boiler warranty does NOT apply to system components other than the boiler itself. This includes but is not limited to: thermostats, time clocks, programmers, motorised valves, radiators, radiator valves, towel rails, pipework, the gas supply pipe, the flue, showers, water heaters, cylinders, system filters, underfloor heating components, and any parts designed for swimming pools. Auxiliary equipment typically benefits from a 1-year parts and labour warranty. Details are available on request.
14.5 Heating controls – customer responsibility
⚠ IMPORTANT – Heating controls are your responsibility after handover: As part of the installation, our engineer will demonstrate how to use and set up your new heating controls (including any thermostats, programmers, smart controls, or apps). Once this demonstration has been completed and you have confirmed you understand how to operate the controls, the day-to-day operation, programming, and troubleshooting of controls is entirely your responsibility. We will not accept recall requests or complaints relating to control settings, programming, scheduling, Wi-Fi connectivity, app setup, or user error after the demonstration has taken place. If you require further assistance, we will send you relevant online video guides. Callouts to assist with control operation or settings after the initial demonstration are chargeable.
14.6 What is not covered
The warranty does not cover:
• Faults from failure to service or maintain in accordance with manufacturer instructions.
• Deliberate or accidental damage, vandalism, or theft.
• Damage from circumstances beyond our or the manufacturer's control (extreme weather, flooding, fire, explosions, changes in gas/water/electricity supply).
• Damage from water quality, limescale, sludge, blockages, or contaminated water.
• Cosmetic damage (dents, scratches, mould).
• Self-maintenance tasks (re-pressurising, bleeding radiators, thawing condensate pipes, resetting controls).
• Existing equipment not installed by us (timers, controls, radiators, pipework).
• Consumable items subject to fair wear and tear (gaskets, batteries, oil nozzles, hoses, filters).
• Lamps, bulbs, or filaments.
• Upgrades or improvements you make, or required by changes in legislation.
• Loss of or damage to property/furniture/fixtures from boiler failure, unless caused by us.
• Attending your property to educate you on correct boiler/control use.
• Malicious or unintentional interference with boiler software, internet communications, or radio signals.
• Any work where the boiler has been used for anything other than normal domestic purposes.
• Replacing or topping up system inhibitor.
• Operational noise or vibration from a correctly installed and functioning boiler or central heating system.
• Any faults, damage, or issues arising after third-party trades or contractors (not engaged by us) have worked in, on, or around our installation areas (see Section 7.12).
14.7 Warranty claims and chargeable visits
Notify us of any warranty claim as soon as reasonably possible. We will send an engineer within a reasonable timeframe.
Chargeable visits: If we attend and find no fault covered by the warranty, or the issue relates to something outside our responsibility (including self-maintenance tasks, pre-existing faults, customer-caused damage, or third-party interference), the visit will be chargeable at our standard rates. We may require a deposit before an engineer visit where the fault has not been diagnosed. This deposit is refundable in full if the fault is covered by warranty.
Removed parts become our property. Repairs or replacements do not extend the warranty period. We will not offer cash in lieu of repairs.
14.8 Warranty transfer
This warranty is personal to you and applies only to the boiler installed at your property. It cannot be taken with you if you move. However, it may be transferable to the new property owner – contact us for details.
This clause does not affect your statutory rights under the Consumer Rights Act 2015.
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15. POWERFLUSH (WHERE APPLICABLE)
If you purchase a powerflush with your installation:
• Success depends on the level of pre-existing corrosion. The process cures most circulation problems but cannot reverse existing corrosion and decay.
• Leaks can occur after powerflushing as sludge previously sealing weakened areas is removed.
• In severely neglected systems, radiators may remain partially effective, and component failures (radiators, valves, pipework, pumps, cylinders) can occur.
• Microbore systems are particularly susceptible to ongoing issues after a powerflush.
We will carry out the powerflush to best industry practice, including adding appropriate inhibitor to the system. If problems arise from the pre-existing condition of your system, any further work will be quoted and charged separately. We will not be held responsible for leaks, failures, or damage resulting from the powerflush process where the underlying cause is pre-existing system deterioration.
You should understand that a powerflush is a remedial treatment, not a guarantee of a fully restored system. Where the system is severely deteriorated, replacement of pipework or radiators may be the only effective long-term solution.
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16. SYSTEM FAULTS AND EXISTING EQUIPMENT
When we connect new equipment to your existing central heating system, we cannot accept responsibility for the cost of repairing or replacing parts of your existing system that subsequently develop faults, unless we were negligent or our work caused the fault.
We do not accept liability if your central heating system does not function properly because your water pressure is variable or supply becomes inadequate. If additional works are required, you will be liable for reasonable additional costs.
Where radiators are not heating correctly after installation, this may indicate a pre-existing system issue (such as sludge, airlocks, or stuck valves) rather than a fault with our work. Investigation and remedial work on existing system components is chargeable.
16.2 Boiler and pipework noise
⚠ IMPORTANT – Noise from boilers and pipework: All boilers and central heating systems produce some level of operational noise during normal use. This can include sounds from the boiler igniting, the pump circulating water, water flowing through pipework, air movement, and expansion/contraction of pipes as they heat and cool. The perception of noise is subjective and varies significantly from person to person. We are not liable for any complaints relating to operational noise levels from a correctly installed and properly functioning boiler or central heating system. If your boiler is operating within the manufacturer's stated noise parameters and has been installed in accordance with manufacturer guidelines and relevant regulations, we will not accept that noise constitutes a fault, defect, or grounds for complaint, replacement, or refund. Callouts relating to noise from a correctly functioning system are chargeable. If you have specific noise sensitivity concerns, please raise these with us before installation so we can discuss boiler options and placement.
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17. INSURANCE
We hold valid Public Liability Insurance. Copies are available on request. Our insurance does not cover damage caused by pre-existing faults, customer negligence, or work/materials outside the agreed scope.
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18. COMPLAINTS
If you have a complaint, contact us:
• In writing: [INSERT POSTAL ADDRESS]
• By email: admin@swiftheatinginstallations.co.uk
• By telephone: [INSERT TELEPHONE NUMBER]
18.1 Workmanship complaints
⚠ IMPORTANT – Reporting workmanship issues: Any complaints relating to workmanship after the satisfaction note has been signed must be submitted in writing by email to admin@swiftheatinginstallations.co.uk. You must include photographic or video evidence clearly demonstrating the issue and that it is the result of our work. We will not investigate workmanship complaints that are submitted without supporting evidence, or where the evidence does not demonstrate the issue is attributable to our installation. Verbal complaints or complaints made through third parties will not be accepted as formal complaints.
18.2 Complaint resolution
We aim to resolve complaints immediately. If we cannot, we will write within 5 working days explaining why, who is handling it, and when we will next contact you. We will keep you regularly updated. If we cannot resolve within 8 weeks, we will issue a final response letter. If you remain dissatisfied, you may seek independent advice from Citizens Advice or Trading Standards.
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19. DATA PROTECTION AND PRIVACY
We process personal data in accordance with UK GDPR and the Data Protection Act 2018. We treat all information as confidential and share it only where required to fulfil our contractual obligations, with regulatory bodies as required by law, or with finance providers where you request an introduction.
Our engineers may photograph installed equipment for auditing and records. We may use photographs for marketing.
You have the right to access, correct, or delete your personal data. Contact us at admin@swiftheatinginstallations.co.uk to exercise these rights or opt out of marketing.
The information you provide must be honest and accurate. Failure to provide accurate information may cause delays, affect finance applications, or result in unsuitable product recommendations.
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20. HEALTH AND SAFETY
You agree to provide a safe and respectful environment, including:
• Welfare facilities (toilet, washing, drinking water, warm rest area) per CDM Regulations 2015.
• Access to telephone/internet if mobile reception is unavailable.
We will not start or continue work where there is a health and safety risk (hazardous chemicals, pest infestations, abuse, harassment, structural unsafety). We will not return until the risk is resolved.
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21. RECALLS AND RETURN VISITS
Where a genuine fault with our workmanship or newly installed equipment is identified within the warranty period, we will attend to rectify it at no additional charge, subject to the warranty conditions in Section 14. To report a workmanship issue, email admin@swiftheatinginstallations.co.uk with photographic or video evidence demonstrating the fault is attributable to our work.
All other return visits are chargeable at our standard rates. This includes but is not limited to:
• Faults with existing system components not installed by us (existing radiators, valves, pipework).
• Issues arising from pre-existing system conditions (sludge, corrosion, pressure fluctuations).
• Self-maintenance tasks (re-pressurising, bleeding radiators, thawing condensate pipes).
• Faults caused by third-party interference with the boiler or system.
• Attendance where no fault is found.
• Requests for education or guidance on boiler/control operation.
• Leaks in existing pipework exacerbated by a combi boiler conversion or pressure change.
• Noise or vibration complaints where the boiler and system are functioning correctly within manufacturer parameters.
• Any issues arising after third-party trades (not engaged by us) have worked in or around our installation areas.
• Delays or rescheduling caused by customer-initiated work stoppages (see Section 7.11).
• Assistance with heating control settings, programming, Wi-Fi connectivity, or app setup after the initial demonstration (see Section 14.5).
We will always endeavour to diagnose issues by telephone before scheduling an engineer visit and will advise you in advance if a visit is likely to be chargeable.
21.2 Reporting snagging issues
⚠ CRITICAL – Snagging issues must be reported by email only: All snagging issues must be directed to admin@swiftheatinginstallations.co.uk only. This ensures a full paper trail and enables a speedy reply. We will not accept snagging reports by telephone, text message, social media, WhatsApp, or any other channel. Snagging reports sent to any address other than admin@swiftheatinginstallations.co.uk will not be logged or actioned. When reporting a snagging issue, please include your name, address, job number, a description of the issue, and any supporting photographs or video.
21.3 Snagging appointment windows
⚠ IMPORTANT – Snagging and recall appointments: Our normal operating hours are 8:00am to 5:00pm, Monday to Friday. If you have any snagging issues following installation, you must provide us with a minimum 4-hour window during our normal operating hours for an engineer to attend. We cannot guarantee specific appointment times within the 4-hour window. If you are unable to provide a 4-hour window during normal operating hours, we will schedule the next available appointment that suits both parties, but we cannot be held responsible for any delay in resolving the issue.
21.4 Same-day service
Our same-day emergency service is restricted to service plan customers only. For all other customers, we reserve the right to assist you over the telephone until normal working hours resume. We operate a 24/7 fast-response service and aim to respond to all messages within the same day. However, engineer attendance outside of normal operating hours is not guaranteed for non-service-plan customers.
21.5 Manufacturer warranty service
⚠ IMPORTANT – Manufacturer's warranty service is not within our control: Where your boiler develops a fault during the manufacturer's warranty period, the warranty claim will be handled by the boiler manufacturer (or their appointed agents), not by Swift Heating Installations. Whilst we will register your warranty and can assist you with raising a claim, Swift Heating Installations accepts no liability for the manufacturer's warranty service, including but not limited to: the speed or timeliness of the manufacturer's response; the availability of the manufacturer's engineers; any delays in sourcing parts; the quality of any repair or service carried out by the manufacturer or their agents; or any period you are left without heating or hot water while awaiting the manufacturer's attendance. If the manufacturer is slow to attend, that is a matter between you and the manufacturer – it is not within our hands and we cannot be held responsible for it. We will, where possible, assist you in chasing the manufacturer, but we make no guarantees as to their response times or service levels. Any faults, issues, or damage arising from or during a manufacturer's service or warranty visit are the responsibility of the party carrying out the work and are not covered by our installation guarantee or these terms.
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22. GOVERNING LAW AND DISPUTE RESOLUTION
These Terms are governed by the laws of England and Wales. You may bring legal action in England, Wales, Scotland, or Northern Ireland depending on your residence. If your address is in Scotland, the courts of Scotland will have jurisdiction.
Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or any other applicable legislation.
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23. GENERAL PROVISIONS
• Any concession or waiver allowed by us at any time is without prejudice to our full rights under this contract.
• Copyright in our website, marketing materials, and literature is protected and must not be reproduced without written consent.
• If any provision is found unenforceable, the remaining provisions continue in full force.
• We may update these terms from time to time. The version in force when your quotation is accepted applies to your contract.
• We reserve the right to accept or refuse any order at our sole discretion until the installation is complete.
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ACCEPTANCE OF TERMS
By paying the deposit, accepting a finance agreement, or instructing us to proceed, you confirm acceptance of Swift Heating Installations' Terms and Conditions in full. We strongly recommend you keep a copy of this document for your records.
Swift Heating Installations – [INSERT FULL ADDRESS]
[INSERT PHONE] – admin@swiftheatinginstallations.co.uk
Gas Safe Registered – Registration No. [INSERT NUMBER]