TERMS & CONDITIONS
Version: 1.1
Last updated: Tuesday 16th December 2025
- Company details
LH Heating Ltd
Company Registration No: 13219806
Registered address: 1 Palmerston Court, Palmerston Road, Ross-on-Wye, Herefordshire, HR9 5PJ
Telephone: 01432 620096
Email: enquiries@lhheating.co.uk
These Terms & Conditions apply to all quotations and work carried out by LH Heating Ltd (“we”, “us”, “our”) for our customers (“you”, “the customer”).
By accepting a quotation, booking us to attend, paying a deposit or allowing work to commence, you are deemed to have read and agreed to these Terms & Conditions.
- Scope of these Terms
These Terms & Conditions apply to all work and services carried out by LH Heating Ltd, including but not limited to:
- Boiler installations and replacements
- Servicing, maintenance and repairs
- Central heating and hot water systems
- Powerflushing and system cleaning
- Heating controls and upgrades
- Air source heat pump and renewable installations
- General plumbing and related works
They apply whether or not a written quotation has been provided. This includes work booked verbally, by telephone, email, text message, through our website, or via any job-management or third-party system.
- Customer types – consumers and businesses
These Terms & Conditions apply to both:
- Domestic / consumer customers – private individuals having work done at their own home; and
- Business customers – any company, partnership, sole trader, landlord, managing agent or organisation having work carried out as part of a business or rental activity.
Nothing in these Terms affects any statutory rights you have as a consumer under UK law. Where you are a business customer, certain consumer protections do not apply, and the Late Payment of Commercial Debts legislation may apply in addition to these Terms.
- Working as a subcontractor
Where we carry out work as a subcontractor for another business or main contractor, these Terms & Conditions will apply unless a separate written subcontract or supply agreement has been signed by both parties.
If there is any direct conflict between these Terms and a signed written contract with that business, the signed contract will take priority for that specific project.
- Quotations & validity
5.1 All written quotations are valid for 14 days from the date issued, unless stated otherwise in writing.
5.2 Quotations are based on the information available and visible at the time of survey. Hidden defects, asbestos, unsafe wiring, poor prior work or other unforeseen conditions may require additional work and cost (see section 11 – Variations & additional work).
5.3 Prices are based on current labour and material costs at the time of quoting. Due to market inflation and supplier price changes, we reserve the right to adjust material prices if there is a significant increase between the quotation date and the date we order materials. We will notify you of any material change before proceeding.
5.4 Quotations cover only the items and work specifically listed. Any other work will be treated as additional.
- Pricing and charging basis
6.1 We reserve the right to set our own labour rates, call-out charges, day rates and fixed prices and to amend them from time to time.
6.2 Depending on the nature of the work, we may charge either:
- Fixed price – as set out in a written quotation; or
- Time and materials – based on our standard labour rates in force at the time of the visit, plus the cost of parts and materials used.
6.3 Where no fixed price has been agreed in writing before we attend, the work will by default be charged on a time-and-materials basis at our standard rates.
6.4 Our standard domestic call-out rate is currently £80 + VAT for the first hour on site, which includes reasonable travel time, initial assessment and diagnosis. Further time is charged in set increments at our standard hourly rate. Different rates may apply for out-of-hours work, commercial work or specific services, which will be confirmed at the time of booking.
6.5 Our up-to-date standard rates are available on request and may also be published on our website. By booking an appointment or instructing us to proceed with the work without first requesting a written quotation, you agree to pay our charges calculated on this basis.
6.6 Any indication of total cost given verbally for time-and-materials work is an estimate only, based on the information available at the time. The final invoice will reflect the actual time taken and the parts and materials supplied.
6.7 An attendance fee may still be payable where we are unable to complete the repair or work for reasons beyond our control (for example: no access, unsafe installation, parts no longer available, or you decide not to proceed with a recommended repair).
- Deposits & booking
7.1 Unless agreed otherwise in writing:
- All jobs £300 and above require a 25% deposit to secure the booking.
- Jobs under £300 are normally payable on completion and do not require a deposit.
7.2 No booking is confirmed until the required deposit has been received and cleared. We may offer your slot to other customers until payment is received.
7.3 Deposits are used to cover design time, booking out labour, ordering materials and preparation.
7.4 Treatment of deposits on cancellation is set out in section 8.
- Cancellations, postponements & missed appointments
All cancellations or postponements must be made in writing (email or text).
8.1 Small jobs / visits under £300
8.1.1 If you cancel with at least one full working day’s notice, no charge will normally be made.
8.1.2 If you cancel or refuse access with less than one working day’s notice, or we attend and cannot carry out the work for reasons beyond our control (no access, heating left on, no gas/electric, no responsible adult present, etc.), we reserve the right to charge a missed appointment fee to cover our lost time and travel.
8.2 Jobs £300 and above (quoted works)
8.2.1 If you cancel more than 7 calendar days before the agreed start date, we will refund your deposit less any reasonable costs already incurred (for example: non-returnable or specially ordered materials, design/administration time).
8.2.2 If you cancel or significantly postpone within 2–7 calendar days of the start date, we reserve the right to retain some or all of the 25% deposit to cover our booked labour time and costs already incurred.
8.2.3 If you cancel, refuse access or are not ready for us to start within 48 hours of the start date, we may:
- Retain the full deposit; and/or
- Charge for the first day’s labour that was booked out for your job; and
- Charge for any materials already purchased or installed.
8.2.4 If work has already started and you ask us to stop or cancel, you will be charged for: - All labour and materials supplied up to the point of cancellation;
- Any restocking or supplier charges for returned materials; and
- Any agreed cancellation fee where applicable.
- Access, preparation & customer responsibilities
9.1 You must ensure safe, clear access to the work area at the agreed time, including reasonable parking where possible.
9.2 For boiler services and central heating work, your heating system must be turned off at least one hour before our arrival so the appliance and pipework are cool enough to work on safely. If this is not done and we cannot safely proceed, missed appointment charges under section 8 may apply.
9.3 You must provide, at no cost to us:
- Running water and electricity on site;
- Reasonable welfare facilities, including access to a toilet for our engineers;
- A responsible adult (18+) present at the property for domestic work, unless otherwise agreed.
9.4 You are responsible for protecting furniture, carpets, decorations and belongings in the work area. We will take reasonable care and use dust sheets where appropriate, but building and heating work can be dusty and disruptive.
9.5 We generally do not undertake work above 10 metres in height or excavation below 2 metres in depth. Where such work is requested, it will be subject to separate agreement and insurance review.
- Customer belongings – fragile and valuable items
10.1 Please remove or protect any fragile, valuable or sentimental items from the areas where we will be working (including ornaments, pictures, shelves, furniture and floor coverings). If items are left in the work area, this is at your own risk.
10.2 If we are clearly responsible for accidental damage to your property or belongings, you must notify us as soon as reasonably practicable and within 7 days of becoming aware of the damage.
10.3 Where we are responsible, our liability will be limited to one of the following (at our discretion):
- Repairing the damage to a reasonable standard; or
- Replacing the item with a similar item of equivalent value (taking into account age and condition); or
- Making a reasonable financial contribution towards repair or replacement, which may be handled through our public liability insurance.
10.4 We will not be liable for:
- Pre-existing damage or defects;
- Items fixed or installed in an unsafe or insecure manner by others (e.g. inadequate fixings, loose shelving) which fail when we reasonably move or work near them;
- Any purely sentimental value attached to items; or
- Indirect or consequential losses arising from such damage (e.g. loss of use of a room while decoration is made good).
- Variations & additional work
11.1 The quoted price covers only the work specifically described in our quotation or agreed in writing.
11.2 If additional work is requested by you, or becomes necessary due to unforeseen issues (for example hidden leaks, rotten floors, unsafe wiring, non-compliant existing systems, asbestos), we will:
- Explain the issue;
- Provide a revised price or estimate for the additional work where practicable; and
- Obtain your approval (email or text is sufficient) before proceeding, unless urgent works are required for safety.
11.3 Variations may extend the time on site and the completion date.
- Materials, parts & ownership
12.1 Unless agreed otherwise, all materials and parts supplied by us remain the property of LH Heating Ltd until paid for in full.
12.2 We may use alternative equivalent parts or brands if the quoted items are unavailable or significantly delayed, but we will not knowingly downgrade quality.
12.3 Old parts and equipment will be removed from site and disposed of unless you specifically ask us to leave them. Once removed from site, they become our property.
12.4 Customer-supplied materials
Where you supply any materials, appliances or fittings yourself, we are not responsible for their quality, suitability or compliance. If they are found to be faulty, incompatible or unsafe, any additional time spent and any replacement materials required will be chargeable. Our workmanship guarantee does not cover failures or defects arising from customer-supplied materials.
- Design, performance & advice
13.1 Any design, sizing, performance figures or advice we provide is based on the information available at the time and on current standards, manufacturer data and guidance. We will take reasonable care in our recommendations, but we cannot guarantee specific running costs, energy savings or performance figures, as these depend on factors outside our control (including how the system is used, fuel prices, building fabric and weather conditions).
13.2 Where we are working from third-party designs or specifications (for example from architects, consultants or main contractors), responsibility for the correctness of those designs remains with that third party.
- Payment terms
14.1 For jobs under £300, payment is due in full on completion of the work, on the same day, unless agreed otherwise in writing.
14.2 For larger jobs:
- A 25% deposit is payable to secure the booking;
- Interim stage payments may be required on longer projects – these will be clearly stated in the quotation;
- The final balance is due on completion of the work, on the day of completion unless otherwise agreed.
14.3 Accepted payment methods will be shown on your invoice (for example: bank transfer, card payment).
14.4 If payment is not received by the due date, we may suspend further work or attendance until payment is made.
14.5 Late payments – consumers
For domestic / consumer customers, if payment is not received by the due date, we may:
- Charge interest on overdue sums at up to 8% above the Bank of England base rate; and
- Recover our reasonable costs of debt recovery (for example, court fees or reasonable third-party agency costs).
14.6 Late payments – business customers
For business customers, we may charge interest and fixed recovery costs under the Late Payment of Commercial Debts (Interest) Act 1998, as amended, and/or any contractual interest stated on the invoice or in these Terms. We may also recover any additional reasonable costs of debt recovery where the statutory fixed sum does not cover our full costs.
- Guarantees & warranties
15.1 We provide a 12-month workmanship guarantee on work carried out by LH Heating Ltd, starting from the date of completion, unless stated otherwise in writing.
15.2 Manufacturer warranties on boilers, parts and equipment are subject to the manufacturer’s own terms, conditions and servicing requirements.
15.3 Our workmanship guarantee does not cover:
- Faults caused by misuse, neglect, interference by others, lack of servicing, or failure to follow our advice;
- Pre-existing faults in the system or installation;
- Issues caused by scale, sludge, poor water quality or system contamination unless we have specifically treated or power-flushed the system as part of the contract.
15.4 We are not responsible for any loss or damage arising from failure of a part covered only by a manufacturer warranty where the manufacturer does not cover labour costs for replacement.
- Liability & limits
16.1 We will carry out the work with reasonable care and skill, in line with good industry practice and relevant regulations.
16.2 Our liability for any claim arising out of or in connection with the work is limited to the value of the contract or the amount recoverable under our public liability insurance policy in force at the time of the event (currently £5,000,000), whichever is lower.
16.3 We are not liable for:
- Any indirect or consequential losses (including loss of profit, loss of rent, loss of business, loss of enjoyment or inconvenience);
- Losses arising from events beyond our reasonable control (including supplier failures, extreme weather, industrial action, delays caused by third parties).
16.4 Nothing in these Terms limits or excludes our liability for:
- Death or personal injury caused by our negligence;
- Fraud or fraudulent misrepresentation; or
- Any other liability which cannot be limited or excluded under UK law.
- Data protection & photographs
17.1 We may store your contact details, job information and invoices on secure third-party systems (for example job-management and accounting software) for the purposes of running our business and complying with legal obligations. We do not sell your personal data to third parties.
17.2 We may take photographs of works before, during and after for records, warranty evidence and training. We will not publish identifiable images of your property without your consent.
- Complaints
18.1 If you have a complaint, please contact us in the first instance so we can try to resolve it quickly and fairly.
18.2 Complaints should be submitted in writing to enquiries@lhheating.co.uk. We will acknowledge your complaint and aim to respond within a reasonable timeframe.
- Governing law & jurisdiction
19.1 These Terms & Conditions are governed by and construed in accordance with the laws of England and Wales.
19.2 Any disputes arising out of or in connection with these Terms or the work carried out by LH Heating Ltd will be subject to the exclusive jurisdiction of the courts of England and Wales.