Cambs Heating Ltd – Terms and Conditions

In these terms and conditions:

• “Customer” refers to the individual or entity for whom Cambs Heating Ltd is performing work.
• “Company” refers to Cambs Heating Ltd, or, where applicable, any subcontractor performing work on behalf of the company.
• “Agreement” refers to the contract between the Customer and the Company to carry out work, to which these Terms apply (e.g.,
booking an appointment or accepting a quote).
• “Works” refers to the tasks outlined in the Company’s quote, estimate, any related documents, or emails, which may be modified
by written agreement between the parties.
• For the purposes of these Terms, “in writing” includes communication via email and any document stored on a portable device.
Signatures captured on a portable screen are also considered as being “in writing.”
By booking an appointment or accepting a quote, the Customer agrees to the following terms and conditions:

Booking Appointments
1.1 – The Company’s standard working hours are from 8:00AM to 4:00PM, Monday to 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 provide the Customer with a text / email confirmation of the appointment date and two-hour arrival
window.
1.3.b – Whilst we aim to get to the property during the arrival window, occasionally this is not possible. In such cases we will
endeavor to notify the Customer at the earliest opportunity. Customers can receive a text when the engineer is en-route.
1.4 – The Customer is responsible for providing parking within 50 meters of the site. The customer should inform us of any specific
parking arrangements upon booking. Any parking charges or fines incurred due to inadequate parking arrangements will be the
responsibility of the Customer.
1.5 – The Company may occasionally have to reschedule appointments on short notice due to staff sickness or emergency work
that takes priority. We will notify the Customer as soon as possible in such cases.
1.6 – All pets should be confined to an area where the engineer does not need access during the visit.
1.7 – When booking an appointment, please include as much detail as possible regarding the nature of the visit.
1.7.a – Engineers cannot complete additional, unexpected tasks but may, at their discretion, collect information or photos to allow us
to provide a 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 ensure that the area(s) the Company needs to access are clear of any items to
ensure proper access to the appliance and its components. We recommend that any items that cannot be moved are covered by the
Customer. If sufficient access is not available, we may not be able to carry out the booked service, but this will remain chargeable.
1.10 – For non-combination boilers, please ensure that the heating system is cool upon our arrival 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, the entire length of the flue and its termination.
1.11.a – If sufficient access is not available, this may result in your appliance(s) being classified as ‘at risk’, and any subsequent
visits for re-inspection will incur additional charges.
1.11.b – If the property is a flat where the flue runs through the building, access will be required to the communal servicing
cupboards and, if necessary, the roof for inspection purposes.
1.11.c – Where a flue terminates onto a flat roof above one story, the Company carries inspection poles to facilitate inspection from
an upstairs window. In most cases this should be adequate for inspection purposes, however, the Customer is responsible for
providing further specialist equipment should this not be sufficient.

During the appointment
1.12 – If an appointment is scheduled 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 perform a diagnostic visit. Any subsequent visits to perform 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 will still apply as the service has been
provided.
1.14 – For boiler repair appointments we allow up to an hour for the initial visit.
1.14.a – If we can repair the issue during the visit using parts from the van, we will do so and add these to the invoice.
1.14.b – If additional time or parts are required that aren’t carried, we will issue you with a quote for further works, in which case the
initial visit remains chargeable.
1.14.c – Depending on the complexity of the repair, it is possible that further exploratory works may be required before a quote to
repair can be issued.
1.15 – Engineers will require uninterrupted access to gas, water, and electricity throughout the visit. It may also be necessary to
temporarily turn off the water, electricity, or gas supply during the appointment.
1.16 – Toilet and hand washing facilities may be required during the visit. The Customer agrees to allow the use of these facilities,
which will be left in a clean and tidy condition.
1.17 – While our engineers strive to work neatly, some mess may be unavoidable during repairs or installations. The responsibility
for cleaning up rests with the Customer.
1.18 – Adequate lighting must be available for the engineer to perform 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 purposes. The engineer
may also be accompanied by other personnel, including managers, assessors, or apprentices.
1.20 – Where the Company has a contract with a property letting agency, we may attend the property without residents being
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. Should we be able to attend sooner, permission will be
sought by telephone call.
1.20.b –The Company will not attend properties without the residents being present where there is a dog in the property.
1.21 – The Company reserves the right to cancel appointments if there is an unattended person under the age of 18 on the
premises. In such instances, a minimum charge of one hour will apply.
1.22 – If the engineer finds any appliance(s) to be unsafe, appropriate actions will be taken (see ‘Unsafe Appliances’ section below).
The visit will be charged regardless. Any additional visits required to address the issues will also be chargeable, with quotes
provided where possible.

Unsafe situations
2.1 – As GasSafe™️ registered engineers, we are required to follow strict legislation as part of our duties under the “Gas Safety
(Installation and Use) Regulations 1998 (GSIUR)”. If the engineer finds an appliance to be unsafe the appropriate actions will be
taken (See below).
2.2 – AT RISK appliance(s): This classification means one or more recognized faults have been found that could constitute a
danger to life or property without further faults developing.
2.2.a – If the appliance is deemed to be “At Risk” we will label the appliance with a “danger do not use” sticker and issue a gas
warning notice by email with 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 a right to refuse this, but it is strongly recommended that remedial works take place as soon as
reasonably possible. If disconnected, you won’t be able to use the installation until it’s been repaired and made safe.
2.2.c – If the responsible person is not present, the appliance will be turned off.
2.2.d – A quote for further works will be issued where possible.
2.3 – IMMEDIATELY DANGEROUS appliance(s): An installation that’s been classified as ‘immediately dangerous’ is considered
an immediate danger to life and property if left operating.
2.3.a – If the appliance is deemed to be “Immediately Dangerous” we will label the appliance with a “danger do not use” sticker and
issue a gas warning notice by email with details of the defect(s).
2.3.b – The engineer will disconnect the gas at the gas meter with your permission. If permission is not given to disconnect the gas
at the meter, the engineer must report the situation to the Gas Emergency Service Provider (Cadent), which has legal powers
to disconnect the gas 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 – A quote for further works will be issued where possible.
2.4 – As the gas meter and the pipework leading to it belong to your supplier, it may be the case that Cadent (the gas emergency
service) may be required to attend to remedy a fault.
2.4.a – It is the customer’s responsibility to contact Cadent directly when advised, who will usually attend within 2 hours of the call.
2.4.b – Should a follow up visit be required from the company following Cadent’s attendance, please call us to book this in. All follow
up visits are chargeable.

Cancellations
3.1 –We are happy to issue full refunds or accept cancellations without charge for appointments where there is at least 48 hours’
notice provided in writing to info@cambs-heating.co.uk.
3.2 – Cancellations made within 48 hours of the scheduled appointment will incur a cancellation fee.
3.2.a – Within 48 hours a 50% cancellation charge will apply.
3.2.b – Within 24 hours a 100% cancellation charge will apply.
3.3 – Where a deposit has been paid for quoted works and it is less than 48 hours business notice before the appointment, we
reserve the right to retain the deposit in the event of cancellation.
3.3.a – If a quoted job is cancelled with more than 48hours notice, we reserve the right to recover the costs of any specially ordered
materials that cannot be refunded.

Charging structure
4.1 – The Company charges for time spent performing work at our standard hourly rate. This includes time spent on-site, travel time,
time spent collecting parts, and any related administrative tasks.
4.2 – A minimum call out charge of one hour applies to all appointments, regardless of the work performed. This applies whether the
work is billed at an hourly rate or for quoted works. If, for any reason, work cannot be carried out during our visit, the minimum onehour call-out charge will still apply, along with any additional labour costs beyond the first hour and the cost of any parts or materials
used.
4.3 – After the first hour, labour is quoted / charged in 30-minute increments.
4.4 – For quoted works, a 50% deposit is required to secure the booking.
4.5 – All visits are chargeable unless otherwise stated in writing.
4.6 – All prices are subject to VAT at the prevailing rate.
4.7 – Invoices are typically issued per visit unless otherwise agreed upon in advance, or for larger quoted work.
4.8 – Any quotations provided do not override charges from previous visits unless explicitly stated in writing.
4.9 – The Company reserves the right to withhold booking any further work if there is an outstanding balance on the Customer’s
account.

Materials
5.1 – The Company only installs manufacturer-approved parts from reputable suppliers that meet industry standards and are verified
to be of the correct technical specifications.
5.2 – Materials supplied by the Company will be subject to a handling charge.
5.3 – The Company cannot be held responsible for any delays in work due to supply chain issues with our suppliers.
5.4 – When materials or hired equipment are required for a job (e.g., bathroom installations), the Company may arrange for these to
be delivered directly to the site.
5.4.a – The Customer will be informed if this is the case and will be kept updated with any information provided by the delivery
company, including contact details and delivery dates.
5.4.b – The Company assumes no responsibility for delays or non-delivery of equipment or materials by a third party.
5.4.c – The Customer is responsible for accepting the delivery and collection of any materials or equipment at the site and for
ensuring their safe keeping.
5.4.d – The Customer must inspect the delivered items and promptly report any damages to the Company, providing photographic
evidence where necessary.
5.4.e – If materials are delivered to the site, the Company may request payment for the materials upon delivery. Any materials
delivered to the site remain the property of Cambs Heating Ltd until payment for the materials has been received.
5.4.f – If the Customer changes their mind about an item that is due to be or has already been purchased or installed, any
associated costs will be the responsibility of the Customer, and payment for alternative materials will be required upfront.
5.5 – If the Customer wishes to supply their own general plumbing materials (e.g., taps, radiators), the Company can quote to install
only. Boiler parts must be purchased through the company to ensure these are correct for the work required.
5.5.a – The Customer is responsible for ensuring that all necessary materials they have provided for the job meet the
required standards and are available on time for installation.
5.6 – The Company reserves the right to charge for the time taken to collect materials, parts, and equipment from any supplier
during the appointment unless the work has already been quoted for. If materials are collected while the Company is on site, the
time taken will be considered part of the work and
charged at the applicable rate.
5.7 – For any bathroom works, including tiling, the Company will use white sanitary sealant and white grout unless the Customer
specifies otherwise.
5.8 – If the Customer wishes to retain any old equipment or materials that will be removed during installation work, they must inform
us in advance of the appointment and notify the appointed engineer on the day of installation.
5.9 – The Company reserves the right to re-enter the premises to remove any materials (whether fixed or otherwise) in certain
circumstances, such as non-payment or breach of contract.

Quotes
6.1 – All quotes are valid for 30 days.
6.1.a – We aim to issue quotes within two working days, or three working days for larger quotes.
6.2 – A 50% deposit is required as standard to secure a booking for domestic quoted works.
6.2.a – The company does not require a deposit to secure the installation date for air source heat pump installs installations. In such
cases a 50% payment is required on the day work begins, with the remaining balance due upon completion.
6.2.b – The company may not require a deposit from certain agreed business customers for works where prior written agreement /
purchase order has been obtained.
6.3 – All quotes are based on the engineer’s expert opinion and/or information provided by the customer with the intent to resolve a
specific issue.
6.3.a – It is assumed that the rest of the system is in good working order and capable of withstanding the works being carried out.
6.3.b – Occasionally, additional work may be needed beyond the quoted works to address problems that were not initially apparent.
In such cases, a separate quote for the extra work will be issued.
6.3.c – Dependent on the age of the boiler and the cost to repair, the company endeavors to provide a quote to repair and a quote
for a new boiler so that the customer can make an informed decision.
6.4 – All quotes are based on the estimated time required to complete the specified works and the cost of materials.
6.4.a – The engineer will consider the average time needed to perform such works and factor in any likely additional time for
common issues that could arise during the job.
6.4.b – While the work may occasionally take more or less time than quoted, the price remains fixed.
6.6 – If there is a change in the agreed scope of work or a cost increase of over 10% for materials after the quote has been issued,
the Company reserves the right to adjust the quote or final invoice accordingly. The Customer will be informed of any changes that
may incur additional costs during the appointment.
6.7 – If additional, unforeseen work is required after the quote is provided, these will be considered separate from the original
quoted works.
6.8 – If an internal error is discovered in the preparation of a quote, the Company reserves the right to withdraw the original quote
and issue a revised one for approval.
6.8.a – If a deposit has already been paid for the works where a quotation has been withdrawn by the company, we will issue a
refund.
6.9 – The Company is under no obligation to provide a quote to the customer.
6.10 – The Company will only be bound to quotes provided in writing and approved by an authorised representative of the
Company. The Company is not bound by any verbal quotes or estimates.
6.11 – If a quote is accepted by the customer and later cancelled, the customer will reimburse the Company for all expenses
incurred, including labour, materials, and equipment hire.

Invoices / Payments
7.1 – Invoices are issued electronically by email or by an SMS link.
7.2 – All payments are due upon receipt of the invoice.
7.3 – The Company accepts payment via BACS or secure online card payment.
7.4 – The Company does not accept cash or cheque payments.
7.5 – Any queries regarding an invoice must be submitted in writing within 7 days from the date the invoice is issued, after which the
invoice will be considered accepted by the customer.
7.6 – For account Customers with prior written agreement, full payment is due within 30 days of the completion of work and receipt
of the invoice.
7.7 – If the customer is represented by a third party (e.g., managing agent, landlord, tenant), and the customer fails to make
payment directly to us, the third party will be held responsible for the full payment.
7.8 – Automated payment reminders will be sent to customers periodically with outstanding account balances.
7.8.a – Should the customer receive a reminder but believe that they have paid, it is the customer’s responsibility to contact the
company and provide evidence that they have made the payment.
7.8.b – In the event of non-payment, we reserve the right to pass on any debts to a debt collection agency which could negatively
impact the customer.
7.9 – For larger ongoing works, the Company may invoice at intervals for works that have been completed.

Limitation of Liability
8.1 – The Company’s liability is limited to:
8.1.a – The repair or installation work as outlined 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 the
working area of personal possessions, including furniture and flooring (where required) to allow free access to the working area(s).
In the event where it is necessary for the company to move possessions, furniture or flooring to undertake works, we accept no
liability for any damage that may be incurred during this process.
8.3 – The Company disclaims any 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 perform investigative works. We are not liable for / responsible for
the making good following of said openings following any investigative or repair works. This includes, but is not limited to, the
removal of bathrooms, panels, furniture, tiles, flooring, and alterations to interior or exterior walls/ceilings where pipes are
installed, as well as any consequential damage.
8.4 – The Company is not liable for issues arising from general maintenance activities, such as, but not limited to, PCB damage
when turning appliances on or off, leaks from valve spindles when used for isolating an appliance, or blockages in pipes or sensors
caused by draining the appliance or pipework.
8.5 – While engineers representing the Company will take reasonable care to avoid damaging existing wiring, plumbing, and other
services at the Customer’s property, the Company cannot be held responsible for any consequential damage to installations that are
not clearly visible.
8.6 – All gas appliances should be capable of withstanding routine servicing and maintenance. If the appliance develops faults after
a routine service, it indicates a pre-existing issue and we do not accept liability in such cases. A boiler service does not guarantee
that the appliance will remain issue-free for any period. Any further visits or call-outs related to the appliance will be chargeable.
8.7 – When working in commercial premises, the Company will not be liable under any circumstances for business interruptions.

Communication
9.1 – The Company is dedicated to a paperless process.
9.1.a – All documents, including boiler servicing records, gas safety inspection certificates, gas warning notices, quotes and invoices
are provided electronically.
9.1.b – Physical boiler servicing records can be completed if readily available at the start of the appointment beside the appliance.
9.1.c – Customers can request hard copy boiler servicing records / gas safety certificates for an additional £10. This should be
requested at the time of booking and will be posted to the customer within 7 days following the appointment.
9.2 – It is the Customer’s responsibility to ensure their details are correct.
9.2.a – If any document contains incorrect information (e.g., a gas safety certificate with an incorrect postcode), the customer should
contact us within 7 days from the document issue.
9.4 – Engineers may use mobile phones, tablets, or other electronic devices during appointments. This can include making or
receiving business calls as and when necessary.
9.5 – 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 in advance, and a notification when the engineer is en route. These texts are sent
automatically, and the Company accepts no responsibility if texts are not delivered due to being input incorrectly or software issues.
9.6 – The Company office is staffed on a part-time basis, so we may not always be available to take calls or respond to emails
immediately. While we strive to reply as soon as possible, same-day responses cannot always be guaranteed.
9.6.a – Any visits to the company premises should be pre-booked to ensure someone is available.

Workmanship Guarantee
10.1 – The Company offers a one-year workmanship guarantee on all installations and repairs, excluding:
10.1.a – Work related 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 due to the possibility of multiple leaks (specific repairs carried out by the Company will be
guaranteed).
10.1.d – Work carried out at the Customer’s instruction that goes against the Company’s recommendations.
10.1.e – Work performed by subcontractors will be covered under their own respective guarantees.
10.2 – Air source heat pump installations are subject to an extended two-year workmanship guarantee.
10.3 – All work will be completed with reasonable skill and care by a suitably qualified professional.
10.4 – If any issues arise within 12 months of completion, please contact us, and we will inspect and rectify the issue if it is due to
our workmanship.
10.5 – If the inspection determines the issue is not related to 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:
10.6.a – Not fully paid for by the Customer.
10.6.b – Subject to misuse, negligence, or intentional damage by the Customer or a third party.
10.6.c – Subsequently repaired, tampered with or modified by anyone other than the Company.
10.6.d – Not accompanied by sufficient evidence that the work was originally carried out by the company.
10.6.e – Affected by a fault or damage caused by materials supplied by the Customer.
10.6.f – The workmanship guarantee is between the company and the specific customer and cannot be transferred.
10.7 – The Company will not be responsible for any damage or defect resulting from recommended work that was not carried out.

Manufacturer warranties
11.1 – The company can offer the customer manufacturer warranties with certain installation works completed by the company.
Specific details of which will be outlined in the quote.
11.1.a – In such cases, the warranty is an agreement directly between the customer and the manufacturer and not the Company.
11.1.b – The company will register the appliance with the manufacturer and the documents relating to this should be emailed
directly to the customer from the manufacturer within 14 days of the install, the exception being Fujitsu warranties, which are
handled by our supplier and no paperwork is issued.
11.1.c – It is the customer’s responsibility to inform the company if the warranty document(s) have not been received within 14 days
of the install date.
11.1.d – In registering the guarantee the company will share the customers data with the manufacturer.
11.1.e – As standard we will register the customer as ‘Mr’ or ‘Ms’ on warranty documentation. Should you wish to be registered
under another title, please let us know.
11.2 – Should the customer have issues with an appliance under warranty following installation by the company, servicing or
otherwise, (for example, a boiler with an error code) the customer should contact the manufacturer directly in the first instance. Any
visits from the Company at the Customer’s request for a component under warranty will be chargeable.
11.3 – As part of the manufacturers warranty agreement, the Customer must ensure they have the appliance serviced annually, the
cost of which is not included in the guarantee. Failure to do so will make the warranty null and void.
11.4 – Warranties for other equipment or components installed (e.g., thermostats, cylinders etc.) are between the Customer and the
manufacturer.
11.4.a – All warranty documents will be left at the property after installation, and it is the Customer’s responsibility to register the
product with the manufacturer directly, retain any paperwork and contact the manufacturer if any issues arise.

Permits, Licenses, Regulations, and Other Consents/Access
12.1 – It is the Customer’s responsibility to obtain any necessary permissions or permits from the property owner, landlord, or
planning authorities prior to any installation work carried out by the Company.
12.1.a – The customer must inform the Company in writing and in advance of quoting about any planning restrictions that may be in
place that would affect the quote. The company takes no responsibility where we have not been informed of any restrictions and
costs to rectify will apply.
12.1.b – The Customer must also ensure that any party wall agreements with neighboring properties, where required, are completed
in advance of the Company attending.
12.2 – The Company will not be liable for any consequences resulting from the Customer’s failure to secure required permissions or
permits. Any associated costs due to such failures will be the responsibility of the Customer.
12.3 – For drainage works or services, the Customer should provide the Company with a drainage layout plan, if available. If such a
plan is not provided, the Company reserves the right to charge additional fees at the applicable rate if blockages occur in drains not
identified or covered by the Customer.

Safety
13.1 – The Customer agrees to provide a safe and respectful work environment for all Company employees attending the property.
13.1.a – The Company reserves the right to leave the property immediately if faced with abusive or unsafe conditions. In such
cases, the Customer will be charged in full, and no refunds will be given.
13.1.b – It is at the Company’s discretion whether to schedule any return visits following incidents of abusive or unsafe conditions.
13.1.c – The Company reserves the right to terminate any agreement if the work environment is deemed unsafe for its engineers.
13.4 – The Customer assumes sole responsibility for any hazardous situations related to Gas Safe regulations or gas warning
notices issued.
13.5 – For works in loft spaces, access must be provided via a fixed loft ladder, with a suitably boarded walkway to the working area
and permanent lighting available. If the boiler is within 2 meters of the loft hatch, the hatch must have either a guard railing or be
capable of being sealed while the engineer works.

Asbestos
13.5 – The Customer must inform the Company if there is any known asbestos or other hazardous materials in the working area.
13.5.a – It is the Customer’s responsibility to arrange and pay for the safe removal and disposal of asbestos by a specialist asbestos
contractor.
13.5.b – Where removal of asbestos has occurred, a waste disposal note, and /or clean air certificate will be required by the
company as proof of removal and that the area is safe before we can proceed with any works.
13.6 – If a material is identified during quoting as potentially containing asbestos in the working area that may become disturbed, the
company will require a certificate from a licensed contractor confirming the negative presence of asbestos before commencing any
quoted works.
13.7 – Whilst we make every effort to identify potentially asbestos containing materials that could become disturbed during the
quoting stage, this isn’t always obvious.
13.7.a – Should potentially asbestos containing material be discovered by the company once quoted work has already commenced,
work will be halted whilst an asbestos test is carried out.
13.7.b – If result is negative for asbestos, we can resume work.
13.7.c – If the test is positive for asbestos, the customer will need to make arrangements for the safe removal (or encapsulation) of
the identified asbestos and following this provide us with a waste disposal note and / or clean air certificate.
13.8 – Some very old boilers may have components made of Asbestos.
13.8.a – The company is not able to disturb any asbestos containing internal boiler parts.
13.8.b – Where an asbestos containing boiler is failing due to the asbestos containing parts, or other parts that will potentially
disturb the asbestos parts, a quote for a new boiler will be issued.
13.8.c – Where a quote for a replacement boiler is issued, the customer is responsible for arranging the disposal of the appliance by
a licensed contractor.

Roofing works
14.1 – Roofing works may be required for some quoted works. If roofing works are required for quoted works this will be made clear
in the quote.

Force Majeure
15.1 – The Company will make every reasonable effort to complete the works as scheduled but will not be held liable for delays or
inability to complete the works due to events or circumstances beyond the Company’s reasonable control.

Removal of Waste
15.1.a – The Company is not responsible for the removal of any waste materials unless specified in the quote.
15.1.b – For larger works the company may include a skip or a skip bag in the quotation from a third party.
15.1.c – All waste disposal containers should be sited in a suitable location, and it is the customer’s responsibility to obtain any
permits that may be required for this from the council.
15.1.d – The scrap metal / waste collection is undertaken by a third party and typically occurs within 7 days following the collection
request. The company takes no responsibility for delays in collection.
15.1.e – Should the customer choose to cancel any work of a third party arranged by the company, the customer agrees to bear any
additional costs associated with this.

Routing of Pipework
16.1 – The company will install pipework based on functional engineering needs, and not solely on aesthetics.
16.1.a – The customer should discuss any specific requests they have with regards to pipework with the Company during the
quoting stage.
16.1.b – The Company will not bury pipework in walls, underground, or box it in unless explicitly stated in the quotation.

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

Personal information
18.1 – We currently collect and process the following personal information: Names, Addresses of properties, Email addresses,
Telephone numbers.
18.2 – Most of the personal information we process is provided to us directly by customers so that the company can make an
appointment and attend for plumbing / heating / gas related services.
18.3 – The company also receives personal information indirectly on behalf of landlords and letting agents, who provide us with their
tenant’s details for maintenance purposes.
18.4 – The company may share personal data with manufacturers when registering an appliance for warranty purposes (eg boiler
warranty). They may also contact the customer to remind them of their annual service and for product recalls. This would be limited
to Name, Address, telephone number and email address.
18.5 – Where applicable, the company / manufacturer has a legal obligation to share personal information with the Gas Safe™️
register.
18.6 – The company may share personal data with Cadent (the gas emergency service) where there is an unsafe situation, and they
are required to attend.
18.7 – Under the General Data Protection Regulation (GDPR), the lawful base we rely on for processing this information is your
consent. You are able to remove your consent at any time. You can do this by contacting info@cambs-heating.co.uk
18.6 – Customer information is securely stored on ServiceM8 field management software, which is GDPR compliant. Customers
have a right to withdraw their consent at any time and we will removetheir personal data from our system.
18.7 – Customers have the right to ask for copies of their personal information held, change inaccurate personal information, erase
personal information held, restrict or object to the processing of personal information, object to the sharing of personal information to
third parties (in which case we may not be able to process any appliance warranty). The customer is not required to pay any charge
for exercising your rights. If you make a request, we have one month to respond to you.
18.8 – If you have any concerns about our use of your personal information, you can make a complaint to us at info@cambsheating.co.uk .You can also complain to the ICO if you are unhappy with how we have used your data https://www.ico.org.uk

Complaints
19.1 – In the unlikely event of a problem with the service provided by the Company, the Customer must submit their complaint in
writing to info@cambs-heating.co.uk at the earliest opportunity.
19.2 – Upon receipt of the complaint, the Company will aim to investigate and resolve the matter within 28 working days.