Cambs Heating Ltd – Terms and Conditions

Version 3.4, 3 November 2026

Cambs Heating Ltd, 505 Coldhams Lane, Cambridge, CB1 3JS. Registered in England and Wales, company number 10744573.
Telephone: 01223 652740. By email: Email us

Definitions
In these terms and conditions:
• “Customer” means the individual or organisation for whom Cambs Heating Ltd is carrying out work.
• “Company” means Cambs Heating Ltd or, where applicable, any subcontractor carrying out work on the Company’s behalf.
• “Agreement” means the contract between the Customer and the Company to carry out work, to which these Terms apply (for example, booking an appointment or accepting a quote).
• “Works” means the work set out in the Company’s quote, estimate, proposal, any related documents or emails, as changed by written agreement between the parties.
• “In writing” includes email and any document stored on a portable device. Signatures captured on a portable screen also count as “in writing”.
• “MCS heat pump installation” means the installation of an air-to-water heat pump heating system by the Company under the Microgeneration Certification Scheme (MCS). Air conditioning units and air-to-air heat pumps are installed outside the MCS scheme: they are not MCS heat pump installations and are covered by our standard terms (including the normal deposit), not the clauses that apply only to MCS heat pump installations.

By booking an appointment or accepting a quote, the Customer agrees to these terms and conditions. Nothing in these terms affects the Customer’s statutory rights.

1. Booking appointments
1.1 The Company’s standard working hours are 8:00am to 5:00pm, Monday to Thursday, and 8:00am to 4:00pm on Friday (excluding bank holidays).
1.2 Appointments are scheduled on a first-come, first-served basis.
1.3 Booking times are approximate.
1.3.a The Company will send the Customer a text or email confirming the appointment date and a two-hour arrival window.
1.3.b We aim to arrive within the arrival window, but occasionally this is not possible. In that case we will try to let the Customer know at the earliest opportunity. Customers can receive a text when the engineer is on the way.
1.4 The Customer is responsible for providing parking within 50 metres of the site and should tell us about any specific parking arrangements when booking. Any parking charges or fines caused by inadequate parking arrangements are the Customer’s responsibility.
1.5 The Company may occasionally have to reschedule appointments at short notice because of staff sickness or emergency work that takes priority. We will let the Customer know as soon as possible.
1.6 All pets should be kept in an area the engineer does not need to access during the visit.
1.7 When booking an appointment, please give as much detail as possible about the reason for the visit.
1.7.a Engineers cannot carry out additional, unexpected tasks, but may, at their discretion, collect information or photos so that we can quote for further work.
1.8 We do not offer an out-of-hours emergency call-out service.

Before the appointment
1.9 Before the appointment, the Customer should clear the area(s) the Company needs to access so there is proper access to the appliance and its components. We recommend the Customer covers any items that cannot be moved. If sufficient access is not available, we may not be able to carry out the booked work, but the visit will still be chargeable.
1.10 For non-combination boilers, please make sure the heating system is cool when we arrive so we can properly test the system at its maximum rate.

Access
1.11 The Customer is responsible for providing sufficient access to the property for the purpose of the visit. This may include all gas appliances, the gas meter and the entire length of the flue and its termination.
1.11.a If sufficient access is not available, the appliance(s) may be classified as “At Risk”, and any later visits for re-inspection will be charged.
1.11.b If the property is a flat where the flue runs through the building, access will be needed to the communal service cupboards and, if necessary, the roof for inspection.
1.11.c Where a flue ends above a flat roof one storey up, the Company carries inspection poles so it can be inspected from an upstairs window. In most cases this is enough. If it is not, the Customer is responsible for providing any further specialist access equipment.

During the appointment
1.12 If an appointment is booked for a boiler service and/or gas safety inspection and the appliance is found to be in poor working condition, we reserve the right to carry out a diagnostic visit instead. Any later visit to carry out the service once the appliance is up to standard will be chargeable.
1.13 For gas safety inspections, if the installation fails the safety criteria, the inspection fee still applies because the service has been provided.
1.14 For boiler repair appointments, we allow up to one hour for the first visit.
1.14.a If we can repair the fault during the visit using parts from the van, we will do so and add these to the invoice.
1.14.b If more time or parts we do not carry are needed, we will send the Customer a quote for further work. The first visit is still chargeable.
1.14.c Depending on how complex the repair is, further investigation may be needed before we can quote for the repair.
1.15 Engineers need uninterrupted access to gas, water and electricity throughout the visit. It may be necessary to turn off the water, electricity or gas supply temporarily during the appointment.
1.16 Toilet and hand-washing facilities may be needed during the visit. The Customer agrees to allow their use, and they will be left clean and tidy.
1.17 Our engineers work as neatly as they can, but some mess may be unavoidable during repairs or installations. Cleaning up is the Customer’s responsibility.
1.18 Adequate lighting must be available for the engineer to carry out the work.
1.18.a The Company is not responsible for any lights left on after the appointment.
1.19 The Company may take photos or videos in the Customer’s property for quoting or record-keeping. The engineer may also be accompanied by other staff, including managers, assessors or apprentices.
1.20 Where the Company has a contract with a letting agency, we may attend the property without residents present if keys are available from the managing agent or landlord.
1.20.a Tenants will be given at least 24 hours’ written notice of our visit. If we can attend sooner, we will ask for permission by phone.
1.20.b The Company will not attend a property without residents present if there is a dog in the property.
1.21 The Company reserves the right to cancel an appointment if an unaccompanied person under 18 is at the property. In that case, a minimum charge of one hour applies.
1.22 If the engineer finds any appliance to be unsafe, appropriate action will be taken (see section 2, Unsafe situations). The visit will be charged in any case. Any further visits needed to deal with the problem will also be chargeable, and we will quote where possible.

2. Unsafe situations
2.1 As Gas Safe registered engineers, we must follow the Gas Safety (Installation and Use) Regulations 1998 (GSIUR). If the engineer finds an appliance to be unsafe, the actions below will be taken.
2.2 AT RISK appliance(s): one or more recognised faults have been found that could be a danger to life or property without further faults developing.
2.2.a We will label the appliance with a “Danger – Do Not Use” sticker and email a gas warning notice giving details of the defect(s).
2.2.b We will ask the responsible person for permission to turn off the gas to the appliance. For AT RISK appliances, the responsible person has the right to refuse, but we strongly recommend that repairs are carried out as soon as reasonably possible. If the appliance is disconnected, it cannot be used until it has been repaired and made safe.
2.2.c If the responsible person is not present, the appliance will be turned off.
2.2.d We will quote for further work where possible.
2.3 IMMEDIATELY DANGEROUS appliance(s): the installation is an immediate danger to life and property if left operating.
2.3.a We will label the appliance with a “Danger – Do Not Use” sticker and email a gas warning notice giving details of the defect(s).
2.3.b With the Customer’s permission, the engineer will disconnect the gas at the gas meter. If permission is refused, the engineer must report the situation to the gas emergency service (Cadent), which has legal powers to disconnect the supply and make the situation safe.
2.3.c If the responsible person is not present to give permission, the gas will be disconnected at the gas meter.
2.3.d We will quote for further work where possible.
2.4 The gas meter and the pipework leading to it belong to the gas supplier, so Cadent (the gas emergency service) may need to attend to fix a fault.
2.4.a When advised, it is the Customer’s responsibility to contact Cadent directly. Cadent usually attends within 2 hours of the call.
2.4.b If a follow-up visit from the Company is needed after Cadent has attended, please call us to book it. All follow-up visits are chargeable.

3. Cancellations
3.1 We will give a full refund, or accept a cancellation without charge, for appointments cancelled with at least 48 hours’ notice in writing by email, using this link: Email us.
3.2 Appointments cancelled with less than 48 hours’ notice will be charged as follows:
3.2.a Less than 48 hours’ notice: 50% of the appointment charge.
3.2.b Less than 24 hours’ notice: 100% of the appointment charge.
3.3 Where a deposit has been paid for quoted works and less than 48 hours’ notice (business days) of cancellation is given before the appointment, we reserve the right to keep the deposit. This clause does not apply to MCS heat pump installations, where the deposit is dealt with under clause 6.2.a.
3.3.a If a quoted job is cancelled with more than 48 hours’ notice, we reserve the right to recover the cost of any specially ordered materials that cannot be returned for a refund.
3.4 Your legal right to cancel. If you agreed the contract with us away from our premises (for example, at your home) or entirely by distance means (for example, by email or online), you have the right to cancel without penalty within 14 days. Where the contract includes goods, the 14 days run from the day the last of the goods is delivered to your home. If you cancel within this period, we will refund any money you have paid (including any deposit) within 14 days. We will not start installation work during the cancellation period unless you ask us to in writing. If you do ask us to start and then cancel within the period, you may have to pay for goods and services already supplied and for making good the property. Clauses 3.1 to 3.3 and 6.10 do not reduce these rights.

4. Charging structure
4.1 The Company charges for time spent carrying out work at our standard hourly rate. This includes time on site, travel time (except where clause 4.1.a applies), time spent collecting parts and related administration.
4.1.a For servicing, gas safety inspection and breakdown visits, and for the other fixed-price visits we sell online (air source heat pump and air conditioning servicing, general plumbing repair visits, unvented cylinder servicing, underfloor heating manifold inspections, gas leak tracing, zone valve replacement, Hive, tado° and Drayton Wiser smart thermostat installation, Legionella risk assessment and the Homebuyer Report), there is no travel charge within 15 km of our base in Cambridge. For the distance beyond 15 km, up to 25 km, measured one way, we charge a travel fee of £2 per km + VAT (£2.40 per km including VAT), which is never more than £20 + VAT (£24 including VAT). This fee is charged instead of, not as well as, travel time at our hourly rate under clause 4.1. For visits more than 25 km away we will agree any travel charge with the Customer before booking. Visits to quote for or survey work have no travel charge.
4.2 A minimum call-out charge of one hour applies to all appointments, whatever work is carried out. This applies whether the work is charged at an hourly rate or quoted. If, for any reason, work cannot be carried out during our visit, the minimum one-hour call-out charge still applies, plus any labour beyond the first hour and the cost of any parts or materials used.
4.3 After the first hour, labour is quoted and charged in 30-minute increments.
4.4 For quoted works, a 50% deposit is normally required to secure the booking, except for MCS heat pump installations, where a deposit of 25% of the total contract price applies instead (see clause 6.2.a).
4.5 All visits are chargeable unless we have agreed otherwise in writing.
4.6 All prices are subject to VAT at the applicable rate.
4.7 Invoices are normally issued for each visit, unless agreed otherwise in advance or for larger quoted works.
4.8 A quotation does not cancel charges for earlier visits unless this is clearly stated in writing.
4.9 The Company reserves the right not to book any further work while there is an outstanding balance on the Customer’s account.

5. Materials
5.1 The Company only installs manufacturer-approved parts from reputable suppliers that meet industry standards and are checked to be the correct technical specification.
5.2 Materials supplied by the Company are subject to a handling charge.
5.3 The Company cannot be held responsible for delays to work caused by supply-chain problems with our suppliers.
5.4 Where materials or hired equipment are needed for a job (for example, a bathroom installation or an MCS heat pump installation), the Company may arrange for them to be delivered directly to the site.
5.4.a The Customer will be told if this is the case and kept updated with any information from the delivery company, including contact details and delivery dates.
5.4.b The Company accepts no responsibility for late delivery or non-delivery of equipment or materials by a third party.
5.4.c The Customer is responsible for accepting deliveries and collections of materials or equipment at the site and for keeping them safe.
5.4.d The Customer must inspect delivered items and promptly report any damage to the Company, with photos where necessary.
5.4.e If materials are delivered to the site, the Company may ask for payment for the materials on delivery. Any materials delivered to the site remain the property of Cambs Heating Ltd until they have been paid for. For MCS heat pump installations, we do not ask for payment on delivery: the payment schedule in clause 6.2.a applies instead, and legal ownership (title) of the delivered goods passes to you on delivery.
5.4.f If the Customer changes their mind about an item that is due to be, or has already been, bought or installed, any related costs are the Customer’s responsibility, and payment for alternative materials will be required in advance.
5.5 If the Customer wishes to supply their own general plumbing materials (for example, taps or radiators), the Company can quote to install only. Boiler parts must be bought through the Company to make sure they are correct for the work.
5.5.a The Customer is responsible for making sure that any materials they supply meet the required standards and are available in time for installation.
5.6 Unless the work has already been quoted, the Company reserves the right to charge for time spent collecting materials, parts and equipment from any supplier during the appointment. If materials are collected while the Company is on site, the time taken counts as part of the work and is charged at the applicable rate.
5.7 For bathroom works, including tiling, the Company will use white sanitary sealant and white grout unless the Customer asks otherwise.
5.8 If the Customer wishes to keep any old equipment or materials removed during installation, they must tell us before the appointment and tell the engineer on the day of installation.
5.9 The Company reserves the right to re-enter the premises to remove any materials it has supplied that have not been paid for (whether fixed or not), for example in the event of non-payment or breach of contract.

6. Quotes
6.1 All quotes are valid for 30 days.
6.1.a We aim to send quotes within two working days, or three working days for larger quotes.
6.2 For domestic quoted works, a 50% deposit is normally required to secure a booking, except as set out in 6.2.a and 6.2.b.
6.2.a MCS heat pump installations (air-to-water heat pumps installed under the MCS scheme) – payment schedule. The amount you pay is the “post-grant balance”: the price of the installation once the Boiler Upgrade Scheme (BUS) grant, where it applies, has been deducted. You never pay us the grant amount. The “total contract price” is the full price of the installation before any BUS grant is deducted. The post-grant balance is paid in two parts, a deposit and a balance:
• Deposit: 25% of the total contract price, rounded down to the nearest pound, and never more than the post-grant balance or the amount covered by our QANW deposit protection (described below), payable when you accept our quote. If either of those limits is lower than 25% of the total contract price, the deposit is limited to the lower amount. Your deposit is protected by deposit protection insurance provided through Quality Assured National Warranty (QANW), so that if we cease to trade before the work is completed, your deposit is returned to you or used to complete the work, in line with the insurer’s terms. We will tell you in writing how your deposit is protected before you pay it. Your deposit will be refunded in line with the cancellation clauses of these terms: under clause 3.4 if you cancel within your legal cancellation period, under clause 6.7.a if we withdraw the quote, and under clause 6.5 if the contract is significantly changed and you choose to cancel. If you cancel after the period in clause 3.4, we will refund your deposit less only the costs we have reasonably incurred under clause 6.10.
• Balance: the rest of the post-grant balance (the post-grant balance less the deposit), due on completion of the installation. If the deposit is the whole of the post-grant balance, there is no balance to pay on completion.
Example: if the installation costs £15,000 and the BUS grant is £7,500, the post-grant balance is £7,500. The deposit is 25% of the £15,000 total contract price, which is £3,750, payable when you accept our quote, and the balance of £3,750 is due on completion. If 25% is not a whole number of pounds, the deposit is rounded down: for a £14,999 installation with a £7,500 grant, the post-grant balance is £7,499, 25% of the total contract price is £3,749.75, so the deposit is £3,749 and the balance due on completion is £3,750. If the post-grant balance is lower than 25% of the total contract price, the deposit is limited to the post-grant balance: for a £9,000 installation with a £7,500 grant, the post-grant balance is £1,500, so the deposit is £1,500 (not £2,250) and nothing further is due on completion.
Legal ownership (title) of the heat pump, hot water cylinder and associated equipment passes to you when they are delivered to your property. Apart from the deposit, we do not take any payment before the installation is completed. The payment schedule and amounts will also be set out in your proposal.
6.2.b The Company may not require a deposit from certain business customers where a prior written agreement or purchase order is in place.
6.3 All quotes are based on the engineer’s professional opinion and/or information given by the Customer, with the aim of solving a specific problem.
6.3.a We assume the rest of the system is in good working order and able to withstand the works being carried out.
6.3.b Occasionally, extra work may be needed beyond the quoted works to deal with problems that were not apparent at first. In that case, we will issue a separate quote for the extra work.
6.3.c Depending on the age of the boiler and the cost of the repair, the Company will try to provide both a repair quote and a quote for a new boiler so the Customer can make an informed decision.
6.4 All quotes are based on the estimated time needed to complete the specified works and the cost of materials.
6.4.a The engineer will consider the average time needed for such works and allow for likely additional time for common problems that could arise during the job.
6.4.b Although the work may occasionally take more or less time than quoted, the price stays fixed.
6.5 If the agreed scope of work changes, or the cost of materials rises by more than 10% after the quote has been issued, the Company reserves the right to adjust the quote or final invoice. The Customer will be told about any changes that may cost more during the appointment. For MCS heat pump installations, any change to the contract will be confirmed to you as a written variation, and if the change is significant you may choose to continue or to cancel without further cost and receive a refund of any money paid in advance.
6.6 If extra, unforeseen work is needed after the quote has been provided, it will be treated as separate from the original quoted works.
6.7 If an internal error is found in the preparation of a quote, the Company reserves the right to withdraw the original quote and issue a revised one for approval.
6.7.a If a deposit has already been paid for works where the Company has withdrawn the quote, we will refund it.
6.8 The Company is under no obligation to provide a quote.
6.9 The Company is only bound by quotes provided in writing and approved by an authorised representative of the Company. The Company is not bound by any verbal quotes or estimates.
6.10 If a quote is accepted and later cancelled (outside the cancellation period in clause 3.4), the Customer will reimburse the Company for costs it has reasonably incurred, including labour, materials and equipment hire.

7. Invoices and payments
7.1 Invoices are sent electronically by email or by SMS link.
7.2 All payments are due on receipt of the invoice.
7.3 The Company accepts payment by BACS or secure online card payment.
7.4 The Company does not accept cash or cheques.
7.5 Any query about an invoice must be made in writing within 7 days of the invoice date. After that, the invoice will be treated as accepted by the Customer.
7.6 For account customers with a prior written agreement, full payment is due within 30 days of completion of the work and receipt of the invoice.
7.7 If the Customer is represented by a third party (for example, a managing agent, landlord or tenant) and the Customer does not pay us directly, the third party will be held responsible for the full payment.
7.8 Automated payment reminders are sent periodically to customers with outstanding balances.
7.8.a If the Customer receives a reminder but believes they have paid, it is the Customer’s responsibility to contact the Company and provide evidence of payment.
7.8.b If an invoice is not paid, we reserve the right to pass the debt to a debt collection agency, which could adversely affect the Customer.
7.9 For larger ongoing works, the Company may invoice at intervals for work that has been completed. For MCS heat pump installations, invoices follow the payment schedule in clause 6.2.a (the deposit when you accept our quote, and the rest of the post-grant balance on completion).

8. Limitation of liability
8.1 The Company’s liability is limited to:
8.1.a The repair or installation work set out in the quote.
8.1.b Any damage to the Customer’s property caused by the Company’s negligence.
8.1.c The Company is not responsible for damage to wallpaper, paint, masonry, tiles, carpets, furniture or similar items caused by an existing defect.
8.2 The Company will make every reasonable effort to avoid causing damage. It is the Customer’s responsibility to clear personal possessions from the working area, including furniture and flooring (where required), to allow free access. Where the Company has to move possessions, furniture or flooring to carry out the works, we accept no liability for any damage caused in doing so.
8.3 The Company accepts no liability for damage caused during investigative or repair work on plumbing, gas or drainage systems.
8.3.a The Company may have to open walls, floors or ceilings to investigate. We are not liable or responsible for making good these openings after any investigative or repair work. This includes, but is not limited to, removing bathrooms, panels, furniture, tiles or flooring, alterations to interior or exterior walls or ceilings where pipes are installed, and any resulting damage.
8.4 The Company is not liable for problems arising from general maintenance, such as, but not limited to, PCB damage when turning appliances on or off, leaks from valve spindles when used to isolate an appliance, or blockages in pipes or sensors caused by draining the appliance or pipework.
8.5 The Company’s engineers will take reasonable care to avoid damaging existing wiring, plumbing and other services at the property, but the Company cannot be held responsible for consequential damage to installations that are not clearly visible.
8.6 All gas appliances should be able to withstand routine servicing and maintenance. If an appliance develops a fault after a routine service, this indicates an existing problem, and we do not accept liability. A boiler service does not guarantee that the appliance will be trouble-free for any period. Any further visits or call-outs relating to the appliance are chargeable.
8.7 When working in commercial premises, the Company will not be liable under any circumstances for business interruption.

9. Communication
9.1 The Company runs a paperless process.
9.1.a All documents, including boiler service records, gas safety certificates, gas warning notices, quotes and invoices, are provided electronically.
9.1.b A paper boiler service record can be completed if one is available beside the appliance at the start of the appointment.
9.1.c Customers can ask for paper copies of boiler service records or gas safety certificates for an extra £10. This should be requested when booking, and the copy will be posted within 7 days of the appointment.
9.2 It is the Customer’s responsibility to make sure their details are correct.
9.2.a If any document contains incorrect information (for example, a gas safety certificate with the wrong postcode), the Customer should contact us within 7 days of the document being issued.
9.3 Engineers may use mobile phones, tablets or other electronic devices during appointments, including making or taking business calls when necessary.
9.4 If a UK mobile number is provided, the Company can send booking confirmation texts with appointment details, a reminder for appointments booked more than 2 days ahead, and a message when the engineer is on the way. These texts are sent automatically, and the Company accepts no responsibility if they are not delivered because the number was entered incorrectly or because of software problems.
9.5 The Company office is staffed part time, so we may not always be able to answer calls or emails straight away. We try to reply as soon as possible, but cannot always guarantee a same-day response.
9.5.a Visits to the Company’s premises should be booked in advance so that someone is available.

10. Workmanship guarantee
10.1 The Company gives a one-year workmanship guarantee on all installations and repairs, excluding:
10.1.a Work relating to blockages in waste and drainage systems.
10.1.b Fractures or blockages in frozen pipes or drainage systems attended by the Company.
10.1.c Loss of pressure in systems where there may be several leaks (specific repairs carried out by the Company are guaranteed).
10.1.d Work carried out on the Customer’s instructions against the Company’s recommendations.
10.1.e Work performed by subcontractors, which is covered by their own guarantees. This exclusion does not apply to MCS heat pump installations: there, the Company remains responsible to the Customer under this guarantee for any work carried out by its subcontractors (for example, the electrical connection).
10.2 MCS heat pump installations have an extended two-year workmanship guarantee, covering the design and the workmanship of the installation. They also come with an insurance-backed guarantee provided through Quality Assured National Warranty (QANW), which protects the Customer’s guarantee if the Company stops trading. This QANW insurance-backed guarantee lasts 6 years from completion. We will give you the details of this protection and what it covers before you sign, and the certificate in your handover pack.
10.3 All work will be carried out with reasonable skill and care by a suitably qualified person.
10.4 If any problem arises within the guarantee period (12 months from completion, or two years for MCS heat pump installations), please contact us and we will inspect it and put it right if it is caused by our workmanship.
10.5 If the inspection finds that the problem is not caused by our workmanship, the visit and any further work will be chargeable.
10.6 The Company’s insurers must be allowed to inspect the work and any alleged defects if required.
10.7 The workmanship guarantee will be void if the work or appliance provided by the Company has been:
10.7.a Not fully paid for by the Customer.
10.7.b Subject to misuse, negligence or deliberate damage by the Customer or a third party.
10.7.c Later repaired, tampered with or altered by anyone other than the Company.
10.7.d Not supported by enough evidence that the work was originally carried out by the Company.
10.7.e Affected by a fault or damage caused by materials supplied by the Customer.
10.8 The workmanship guarantee is between the Company and the specific Customer and cannot be transferred. (This does not affect the terms of any insurance-backed guarantee under clause 10.2, which are set out in its own policy document.)
10.9 The Company is not responsible for any damage or defect resulting from recommended work that was not carried out.
10.10 Problems with our work and other contractors’ costs
10.10.a If you think a problem has been caused by our work, please contact us first so that we can put it right. You can call us on 01223 652 740 at any time; outside our office hours our virtual assistant will take your details and we’ll call you back as soon as we’re open, or as soon as someone is available. You can also email us by using this link: Email us.
10.10.b We are not responsible for the cost of another contractor you appoint to inspect or fix our work, unless we have agreed to it in writing beforehand.
10.10.c The only exception is a genuine emergency, such as escaping water or a gas leak, where you could not reach us within a reasonable time. If the problem was caused by our work, we will pay the reasonable cost of making the situation safe, up to a maximum of £300 including VAT (£250 + VAT) for one emergency make-safe visit of up to one hour, plus reasonable parts at cost with receipts. We will only pay for extra time if we have agreed to it in advance. You must send us the contractor’s itemised invoice, showing their arrival and departure times, with photos if you can, within 14 days. This covers making the situation safe only, not further repairs, which we will carry out ourselves under our guarantee.
10.10.d Emergency make-safe work under 10.10.c will not void our workmanship guarantee under 10.7.c.
10.10.e This clause does not affect your legal rights.

11. Manufacturer warranties
11.1 The Company can offer manufacturer warranties with certain installations. Details will be set out in the quote.
11.1.a In such cases, the warranty is an agreement directly between the Customer and the manufacturer, not the Company.
11.1.b The Company will register the appliance with the manufacturer, and the manufacturer should email the warranty documents directly to the Customer within 14 days of installation. The exception is Fujitsu warranties, which are handled by our supplier, and no paperwork is issued.
11.1.c It is the Customer’s responsibility to tell the Company if the warranty document(s) have not arrived within 14 days of the installation date.
11.1.d To register the warranty, the Company will share the Customer’s details with the manufacturer.
11.1.e As standard, we register the Customer as “Mr” or “Ms” on warranty documents. If you would like a different title, please let us know.
11.2 If the Customer has a problem with an appliance under warranty after installation, servicing or otherwise (for example, a boiler showing an error code), the Customer should contact the manufacturer directly in the first instance. Any visit by the Company at the Customer’s request for a component under warranty will be chargeable.
11.3 Under the manufacturer’s warranty, the Customer must have the appliance serviced every year. The cost of servicing is not included in the warranty. If the appliance is not serviced, the warranty will be void.
11.4 Warranties for other equipment or components installed (for example, thermostats or cylinders) are between the Customer and the manufacturer.
11.4.a All warranty documents will be left at the property after installation. It is the Customer’s responsibility to register the product with the manufacturer, keep the paperwork and contact the manufacturer if any problems arise.

12. Permits, licences, regulations and other consents
12.1 It is the Customer’s responsibility to obtain any permissions or permits needed from the property owner, landlord or planning authority before the Company carries out any installation work.
12.1.a The Customer must tell the Company in writing, before we quote, about any planning restrictions that would affect the quote. The Company takes no responsibility where we have not been told about restrictions, and the cost of putting things right will be charged.
12.1.b The Customer must also make sure that any party wall agreements needed with neighbouring properties are in place before the Company attends.
12.2 The Company is not liable for the consequences of the Customer failing to obtain the required permissions or permits. Any resulting costs are the Customer’s responsibility.
12.3 For drainage works or services, the Customer should give the Company a drainage layout plan, if one is available. If no plan is provided, the Company reserves the right to charge extra at the applicable rate if blockages occur in drains that were not identified or covered by the Customer.
12.4 For MCS heat pump installations, we will tell you before you sign which permissions and notifications are needed (for example, planning, Building Regulations and the electricity network operator (DNO)), and who is responsible for each.

13. Safety
13.1 The Customer agrees to provide a safe and respectful working environment for all Company staff attending the property.
13.1.a The Company reserves the right to leave the property immediately if staff face abusive or unsafe conditions. In that case, the Customer will be charged in full and no refund will be given.
13.1.b It is at the Company’s discretion whether to book any return visit after abusive or unsafe conditions.
13.1.c The Company reserves the right to end any agreement if the working environment is considered unsafe for its engineers.
13.2 The Customer is solely responsible for any hazardous situation relating to the Gas Safety regulations or to any gas warning notice issued.
13.3 For work in loft spaces, access must be by a fixed loft ladder, with a properly boarded walkway to the working area and permanent lighting. If the boiler is within 2 metres of the loft hatch, the hatch must have a guard rail or be capable of being sealed while the engineer works.

Asbestos
13.4 The Customer must tell the Company about any known asbestos or other hazardous materials in the working area.
13.4.a It is the Customer’s responsibility to arrange and pay for the safe removal and disposal of asbestos by a specialist asbestos contractor.
13.4.b Where asbestos has been removed, the Company will need a waste disposal note and/or clean air certificate as proof of removal and that the area is safe before we can carry on with any works.
13.5 If a material in the working area that may be disturbed is identified during quoting as possibly containing asbestos, the Company will need a certificate from a licensed contractor confirming that no asbestos is present before starting any quoted works.
13.6 We make every effort to identify materials that may contain asbestos and could be disturbed during quoting, but this is not always obvious.
13.6.a If the Company finds material that may contain asbestos after quoted work has started, work will stop while an asbestos test is carried out.
13.6.b If the result is negative, work can resume.
13.6.c If the result is positive, the Customer will need to arrange the safe removal (or encapsulation) of the asbestos and then give us a waste disposal note and/or clean air certificate.
13.7 Some very old boilers may have components made of asbestos.
13.7.a The Company cannot disturb any internal boiler parts that contain asbestos.
13.7.b Where a boiler containing asbestos is failing because of the asbestos parts, or because of other parts whose repair could disturb the asbestos parts, we will quote for a new boiler.
13.7.c Where we quote for a replacement boiler, the Customer is responsible for arranging disposal of the old appliance by a licensed contractor.

14. Roofing works
14.1 Some quoted works may need roofing work. If so, this will be made clear in the quote.

15. Force majeure and removal of waste
15.1 The Company will make every reasonable effort to complete the works as scheduled but will not be liable for delays or failure to complete the works because of events or circumstances beyond its reasonable control.

Removal of waste
15.2 The Company is not responsible for removing any waste materials unless this is specified in the quote.
15.2.a For larger works, the Company may include a skip or skip bag from a third party in the quote.
15.2.b All waste containers must be placed in a suitable location, and it is the Customer’s responsibility to obtain any council permits needed.
15.2.c Scrap metal and waste collection is carried out by a third party and usually happens within 7 days of the collection request. The Company takes no responsibility for delays in collection.
15.2.d If the Customer chooses to cancel any third-party work arranged by the Company, the Customer agrees to pay any extra costs caused by this.

16. Routing of pipework
16.1 The Company will install pipework based on functional engineering needs, not on appearance alone.
16.1.a The Customer should discuss any specific requests about pipework with the Company at the quoting stage.
16.1.b The Company will not bury pipework in walls or underground, or box it in, unless this is clearly stated in the quote.

17. Intellectual property
17.1 All content on the Company’s website, including logos and graphics, remains the sole property of the Company and must not be copied or distributed without prior written consent.
17.2 The Company may occasionally use photos of completed work for marketing on its website and social media.

18. Personal information
18.1 We collect and process the following personal information: names, property addresses, email addresses and telephone numbers.
18.2 Most of the personal information we process is given to us directly by customers so that we can book and attend appointments for plumbing, heating, heat pump and gas work.
18.3 We also receive personal information indirectly from landlords and letting agents, who give us their tenants’ details for maintenance purposes.
18.4 We may share personal data with manufacturers when registering an appliance for warranty (for example, a boiler warranty). They may also contact the Customer to remind them about their annual service or about product recalls. This is limited to name, address, telephone number and email address.
18.5 Where applicable, the Company or manufacturer has a legal obligation to share personal information with the Gas Safe Register.
18.6 We may share personal data with Cadent (the gas emergency service) where there is an unsafe situation and Cadent needs to attend.
18.7 For MCS heat pump installations, we share the information needed with: MCS, when we register your installation and raise your MCS certificate (MCS may contact you to ask about your experience); Ofgem, for Boiler Upgrade Scheme applications; your electricity network operator (DNO); Building Control or the relevant competent person scheme; and the provider of the insurance-backed guarantee in clause 10.2 and of the deposit protection in clause 6.2.a (QANW).
18.8 Under data protection law (UK GDPR), the lawful basis we rely on to process this information is your consent. You can withdraw your consent at any time by emailing us, using this link: Email us.
18.8.a Calls to us may be answered by an AI virtual assistant and are recorded and transcribed. The lawful basis for that is legitimate interests, not consent, as explained in our Privacy Policy.
18.9 Customer information is stored securely in our job management software (ServiceM8 and, for MCS heat pump installations, Spruce), which is GDPR compliant. Customers have the right to withdraw their consent at any time, and we will then remove their personal data from our systems, except where we are required to keep it (for example, MCS installation records, which must be kept for at least six years).
18.10 Customers have the right to ask for copies of the personal information we hold, to have inaccurate information corrected, to have personal information erased, to restrict or object to its processing, and to object to it being shared with third parties (in which case we may not be able to register an appliance warranty). There is no charge for exercising these rights. If you make a request, we have one month to respond.
18.11 If you have any concerns about how we use your personal information, you can complain to us by email, using this link: Email us. You can also complain to the Information Commissioner’s Office (ICO) if you are unhappy with how we have used your data: https://www.ico.org.uk

19. Complaints
19.1 If there is a problem with the service provided by the Company, the Customer should send their complaint in writing at the earliest opportunity, by email using this link: Email us. You can also call us on 01223 652740 and we will record your complaint.
19.2 We will acknowledge your complaint within two working days.
19.3 We will aim to investigate and resolve the matter within 28 working days of receiving it, and keep you updated.
19.4 For MCS heat pump installations, if you are unhappy with the outcome, you can refer your complaint to MCS through the MCS complaints process (mcscertified.com, 0333 103 8130, hello@mcscertified.com). If a solution cannot be agreed through that process, we will take part in Alternative Dispute Resolution with the provider appointed by MCS. While we are a member of the Renewable Energy Consumer Code (RECC), you can also use the RECC complaints and dispute resolution process.
19.5 We keep a record of all complaints and use them, and your feedback, to improve how we work.

20. MCS heat pump installations (air-to-water heat pumps installed under the MCS scheme): our Customer Commitment
20.1 Cambs Heating Ltd is MCS certified to install air-to-water heat pumps, certified by NAPIT, MCS certification number NAP-75508. You can check our certification at https://mcscertified.com/find-an-installer/
20.2 For MCS heat pump installations, we follow the MCS Customer Commitment. We will give you a copy with your proposal, before you sign.
20.3 Before you sign, your proposal will set out the equipment (make, model and output), the system performance estimate, the total contract price, the price after any grant, the deposit and payment schedule in clause 6.2.a and how your deposit is protected, estimated delivery and installation dates, and your cancellation rights.
20.4 We will tell you before you sign if any part of your installation will be carried out by a subcontractor and what they will do. The electrical connection for MCS heat pump installations is normally carried out by our electrical subcontractor, who is competent and insured for the work. We remain responsible to you for their work (see clause 10.1.e).
20.5 At handover, we will show you how your system works and how to use its controls, and give you a handover pack including a list of key parts, health and safety guidance, the recommended servicing and maintenance schedule, manufacturers’ instructions and all guarantees and warranties.
20.6 Within 30 calendar days of commissioning, we will give you your MCS certificate and, where needed, your Building Regulations compliance certificate and proof of notification to the electricity network operator (DNO).
20.7 We keep the records of your installation for at least six years.