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Terms and Conditions

Last updated: 3rd May 2024

Please read this document carefully as by instructing Ltd to undertake work on your property, you agree to our terms and conditions as set out in this document.


In these terms & conditions, "the company" or "we" means Ltd or any other subsidiary of home Ltd being the supplier of "goods" and "services". contract means the contract of sales of goods and services where applicable with you "the customer" or "purchaser".

1. Contract

  1. The company, having discussed and presented, with and to the purchaser the requirements for the works as described and listed in the quotation, will undertake the works to completion.

2. Cancellation

  1. The company reserves the right to cancel the order within 3 days of receipt of confirmation by notifying the purchaser in writing, the reasons for the cancellation and by refunding any monies paid upfront.

  2. The purchaser has the right to cancel the contract by sending a cancellation notice in writing to Ltd, 3 Bevan Court, Morpeth, NE61 6FH any time within 14 days of accepting the quotation. If you have agreed that work will commence before the 14 day cancellation period expires, and you subsequently cancel in accordance with your rights, you are advised that reasonable payment may be due for any work carried out including Admin & Delivery cost.

  3. If works are booked in and the purchaser fails to notify of cancellation within 24hrs, you are advised that reasonable payment may be due for any work/delivery/time/re-stock value cost chargeable to the company.

  4. Cancellation of works following an energy assessment will still incur a cost of £179.00 for carrying out the assessment. As it has been already carried out and you are bound to these terms and condition either signed or verbal contract one assessment carried out.

3. Permissions

  1. It is the sole responsibility of the purchaser to inform the company if the premises for works is a listed building or is within a conservation area and/or requires planning permission or any other permissions required prior, during or after the prescribed works. The purchaser is requested to acknowledge that the granting of approvals is outside of the company's control and it cannot be held responsible for claims, losses, damages or enforcement action as a result of any failure of the purchaser to have such approvals

  2. In the event of works revealing information about the premises, whether structural or otherwise, which would, require a change in the specification of the works or the price as set out in the order.

  3. In the event of works revealing information about the premises, whether structural or otherwise, which would require a change in the specification of the works and price set out in the original order: a) The company shall provide a revision detailing any changes in specification, price, or otherwise which the purchaser will be free to accept or reject. If the revision is not accepted by the purchaser within 14 days of notification, the company shall be free to cancel the contract with the purchaser. b) If any necessary approvals relating to the status of the premises are not forthcoming within a reasonable period either party shall be free to cancel the contract. c) In the event of cancellation under this clause, for any works project not started, any deposit monies paid will be refunded. Any work that has been undertaken by the company will still be chargeable to the purchaser.

4. Works

  1. The company will take all reasonable care to carry out the works without causing damage to the purchaser’s premises and will make good any damage caused to plaster, cement rendering, and brickwork strictly within the area of works in the course of the installation of the described works. If the new boiler is smaller and needs walls plastered or any boxing in, this is decorative and is does not form part of this contract to have works carried out. The purchaser is advised that installation could cause damage and that it is anticipated that the area of and surrounding the installation will require redecoration. This redecoration will be the purchaser’s responsibility and is not included in the price quoted for that which is reasonably expected with the installation of the described works in the usual way (for example, damage to other parts of the premises where the installation is not taking place). The company will only be responsible for losses that are foreseeable.

  2. Any claim from the purchaser for compensation for damage caused by the company must be notified to the company as soon as possible after the damage is discovered.

  3. The purchaser is advised that the company does not agree to undertake the resitting of any gas, electrical, (including wiring and any home security measures) plumbing or telephone installations necessary to allow the installation included in the price except where this is specifically noted in the description of works. In all other cases, the company may agree to carry out such works in return for an additional fee. The purchaser is recommended to make suitable arrangements for such works to be carried out prior to the installation works to avoid any delay in installation.

  4. The company will agree with the purchaser a date for the installation and will do all that we reasonably can to meet that date. In case of unforeseen circumstances, beyond the company’s control, the company may not be able to do so. In such circumstances, the company will contact the purchaser to agree an alternative date. The purchaser will also do all that he or she can reasonably do to enable the works to take place on the agreed date.

  5. The company if possible will dispose of all rubbish including old fittings, copper, etc., and dispose of this in line with our environmental policy. Should you wish to keep this, you must inform the company at the beginning of the works. Scrap value is used to dispose of waste, we reserve the right to charge a reasonable amount to remove waste as prices may vary and/or excessive amounts.

  6. provides you with parts and labour warranty for the years stated in the contract, this warranty is for boiler only. heating controls are not covered outside the manufacturers 2 year parts only period, labour chargeable for controls outside 90 days. Warranty claims outside 2 years have a £49 excess payable & 5 years have a £99 excess payable before any works are carried out. An annual thorough service and maintenance inspection must and can only be carried out and completed by to keep your warranty valid, failure to do so within 21 days of your annual service falling due will invalidate your warranty. Service due dates and charges will follow upon completion of installation for your records.

  7. The company is not responsible for damages or repairs caused to existing fixtures and fittings where modification of system or wear and tear causes leaks, seized valves. We will take all reasonable care to avoid damages.

  8. All labour is guaranteed for 90 days from point of install. Requests thereafter are chargeable at a typical hourly rate, therefore we advise you to check from time to time in the following weeks if any small leaks appear up to 90 days which is sufficient time. This does not include existing fixtures or fitting only work carried out on new installation.

  9. If your new appliance has a warranty or guarantee, this must be annually serviced by Ltd or appointed representitive to keep your warranty or guarantee valid. Failure to have the appliance serviced will void the cover period

Limitation of Liability

At HomeAssist.Services Ltd, we strive to provide exceptional home improvement services, including electrical, gas, and plumbing works. While we take every precaution to ensure quality and safety in our services, it's important to outline the extent of our liability for any damages or losses that may arise during or as a result of our work.

  1. Electrical Services: Our electricians are highly skilled professionals who adhere to industry standards and regulations. However, electrical work carries inherent risks, and we cannot be held liable for:

    • Any damage or loss resulting from pre-existing electrical issues not caused by our work.

    • Unforeseen circumstances such as power surges, outages, or faulty electrical components not within our control.

  2. Gas & Plumbing Services: Our gas engineers and plumbers are certified and experienced in their respective fields. While we prioritize safety and precision in all installations and repairs, our liability is limited as follows:

    • We are not liable for damages caused by pre-existing gas or plumbing issues unrelated to our work.

    • Any unforeseen complications arising from existing plumbing or gas infrastructure that is not evident during initial assessments.

  3. Exclusions and Limitations:

    • We do not accept liability for damages resulting from misuse, neglect, or improper maintenance of systems following our service.

    • Our liability does not extend to indirect or consequential losses, including but not limited to loss of earnings, loss of use of property, or additional expenses incurred due to service interruptions.

  4. Customer Responsibilities:

    • Customers are responsible for providing accurate information regarding existing installations, including any known issues or limitations.

    • It is essential to notify our team of any concerns or preferences before work commences to avoid misunderstandings.

  5. Resolution of Issues:

    • In the event of damage or loss attributable to our services, we will endeavor to resolve the issue promptly and fairly.

    • Customers are encouraged to report any issues or concerns promptly to facilitate timely resolution.

By engaging our services, customers acknowledge and accept the limitations of liability outlined above. We are committed to delivering exceptional service and maintaining open communication with our customers throughout every project.

If you have any questions or require further clarification regarding our liability policies, please feel free to contact us. Your satisfaction and peace of mind are our top priorities at HomeAssist.Services Ltd.


At Ltd, we may occasionally engage subcontractors to assist in specific aspects of your project to ensure timely completion and quality of work. The following outlines our policies regarding subcontractors:

  1. Engagement of Subcontractors:

    • We reserve the right to engage qualified subcontractors for certain tasks related to your project, such as electrical, plumbing, or specialized installations.

  2. Responsibilities:

    • Subcontractors employed by Ltd are carefully selected based on their expertise and reliability.

    • Subcontractors are responsible for carrying out assigned tasks in accordance with industry standards and project specifications.

  3. Liabilities:

    • While subcontractors are expected to perform their duties diligently, any liabilities or claims related to the subcontracted work will be addressed by Ltd.

    • We maintain accountability for the overall completion and quality of the project, including work carried out by subcontractors.

  4. Customer Notification:

    • If subcontractors will be involved in your project, we will inform you in advance and provide details about their roles and responsibilities.

    • Our goal is to ensure transparency and uphold the same standards of professionalism and quality throughout all project phases.

  5. Supervision and Coordination:

    • Our team supervises subcontractors to ensure compliance with project timelines and specifications.

    • We maintain open communication and coordination with subcontractors to achieve seamless project delivery.

  6. Quality Assurance:

    • We hold subcontractors accountable for adhering to our quality standards and meeting contractual obligations.

    • Should any issues arise during the subcontracted work, we will address them promptly and take appropriate corrective measures.

By engaging our services, you acknowledge and accept our use of subcontractors as necessary for project efficiency and completion. Rest assured, we are committed to overseeing all aspects of your project and ensuring your satisfaction with the final results.

If you have any questions or concerns regarding subcontractor involvement in your project, please do not hesitate to contact us. We are dedicated to providing exceptional service and transparency throughout every stage of your home improvement project.

5. Payment

  1. The price of the works shall be set out on the quotation. Should any further costs need to be incurred, you, the customer will be informed prior to the works being carried out, see (3 & 4). Payment can be made by the following methods: a) Cash b) Bank transfer c) Cheque, should a cheque you have given us for any reason bounce, you will be liable to pay £45 bank and admin charges we would incur for the bounced cheque. d) Credit / Debit Card. To pay by Credit Card there is a bank charge of 2.5%, there is no charge for using a Debit Card.

  2. The purchaser shall not withhold or reduce the amount due on the account of any complaint. Any complaints must be received in writing and in this event; the purchaser shall not be entitled to withhold more than is a reasonable proportion of the amount due to the company having regard to the alleged defect. The purchaser will allow the person/s carrying out the work reasonable time to correct any such complaints.

  3. The price payable by the client is specified in our quotation. We reserve the right to increase the price before carrying out the work by an amount equivalent to any increase to us in the cost of relevant materials since the date of our quotation. If this would increase the price by more than 12.5% plus VAT. we will give the client the opportunity to cancel the contract.

  4. The price payable by the client is specified in our quotation. We reserve the right to increase the price During carrying out the work by an amount equivalent to any increase to us in the cost of relevant materials & labour due to unforeseeable issues essential for completion of works. If this would increase the price by more than 12.5% plus VAT we will notify the customer before carrying out the work, otherwise, we will notify the customer upon completion of final works.

  5. If a payment is overdue for more than 14 days, we will charge a late payment fee of £26 and further delay We will charge £100 for instructing a solicitor to enforce the terms and conditions or this contract.

  6. If the purchaser intends to pay for works using a bank loan or other financing agreement the company may decline to enter into the contract until written evidence of the loan or agreements is produced by the purchaser.

  7. All materials remain the property of HomeAssist.Services Ltd until the sales invoice is paid for in its entirety

6. Boiler

Our Home Assist boiler range encompasses any Energy A-rated boiler currently available in the UK market. These are Entry-Level Boilers & Value Budget Boiler.

Disclaimer for Stock Photo Use:

The boiler depicted in the stock photo accompanying this product/service is for illustrative purposes only. The actual boiler received may differ in appearance, specifications, or features from the one shown in the photo.

Please note the following:

  • Representation Only: The stock photo is used to represent the general type or style of the boiler offered but may not depict the exact model or variant you will receive.

  • Variations: The actual boiler received may have variations in design, colour, size, or additional components compared to the one shown in the photo.

  • Specifications: For detailed specifications and features of the boiler you are purchasing, please ask these to be emailed over, email [email protected]. We are committed to ensuring that every boiler we supply meets your expectations and serves its intended purpose effectively.

  • Product Guarantee: Rest assured that the boiler you receive from Ltd will meet our stringent quality standards and performance specifications. While the appearance of the boiler received may vary from the stock photo used for illustrative purposes, the quality and functionality will adhere to our high standards.

  • Contact Us: If you have any questions or concerns regarding the boiler you are purchasing, please don't hesitate to contact our customer service team for clarification. By proceeding with your purchase, you acknowledge and accept that the boiler may not be identical to the one shown in the stock photo, but it will meet the intended purpose and you have declined to ask for product or performance standards information.

  • All Boilers Meet A-Rating Standards:

    • Rest assured, every boiler in our Home Assist range meets the highest A-rating standards set for boilers in the UK

7. Governing Law and Jurisdiction

In the event of any legal disputes arising from our services or these terms and conditions, the following governing law and jurisdiction shall apply:

  1. Governing Law:

    • The laws of the United Kingdom shall govern the interpretation, validity, and enforcement of these terms and conditions, excluding any conflict of laws principles.

  2. Jurisdiction:

    • Any dispute, controversy, or claim arising out of or relating to our services or these terms and conditions shall be subject to the exclusive jurisdiction of the courts of United Kingdom.

    • Both parties agree to submit to the jurisdiction of the courts specified above and waive any objections to venue or inconvenient forum.

This provision ensures clarity and certainty regarding the legal framework governing our relationship with customers and provides a defined process for resolving disputes.

By engaging our services, you agree to the governing law and jurisdiction specified herein for any potential legal matters that may arise.

If you have any questions or require further clarification regarding our governing law and jurisdiction, please feel free to contact us. We are committed to transparency and effective communication with our customers.

8. Customer Responsibilities

During the course of the project, customers are expected to fulfill certain responsibilities and obligations to facilitate the smooth execution of our services. These responsibilities include:

  1. Access to Premises:

    • Customers must ensure unrestricted access to the premises where the work is to be carried out.

    • Provide keys, access codes, or any necessary permissions to our team to enter and exit the property as required.

  2. Availability:

    • Customers are expected to be available or designate a responsible representative to be present during scheduled appointments or project milestones.

    • Promptly respond to communications from our team regarding project updates or any unforeseen issues that may arise.

  3. Utilities:

    • Ensure that all necessary utilities, such as electricity, water, and gas, are readily available and operational throughout the duration of the project.

    • Notify our team in advance of any planned disruptions or maintenance affecting essential utilities.

  4. Clearance and Safety:

    • Clear the work area of obstacles, personal belongings, or hazardous materials that may impede our team's progress or pose safety risks.

    • Take precautions to ensure the safety of pets, children, and vulnerable individuals during construction or installation activities.

  5. Compliance with Instructions:

    • Follow any specific instructions or guidelines provided by our team regarding preparations or temporary accommodations during the project.

    • Inform our team of any special considerations, preferences, or restrictions that may impact the execution of the work.

  6. Timely Communication:

    • Maintain open and timely communication with our team regarding any changes, concerns, or feedback related to the project.

    • Notify us promptly of any unforeseen circumstances or delays that may affect project timelines.

By fulfilling these responsibilities, customers contribute to the successful completion of the project and help ensure a positive experience with our services. We value clear communication and collaboration throughout every stage of the project to achieve optimal results.

If you have any questions or require further clarification regarding your responsibilities as a customer, please feel free to reach out to us. We are committed to providing assistance and guidance to facilitate a seamless home improvement experience.

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