Terms and Conditions

1. About The Happy Heating Co.

The Happy Heating Co. provides domestic heating services to homeowners, residential landlords, tenants, managing agents and premium property managers.

Boiler installations
Boiler replacements
Boiler servicing
Boiler repairs
Emergency heating repairs
Smart thermostat installation
Powerflushing
Radiator work
CP12/Landlord Gas Safety Certificates
General domestic central heating work

All gas work is carried out by, or under the supervision of, a suitably qualified Gas Safe Registered engineer.

We work on domestic residential properties only. We do not carry out work on commercial premises, industrial heating systems, large-scale plant rooms or non-domestic heating systems.

2. Quotes, Estimates and Pricing

We may provide a fixed quote, an estimate, or carry out work on an hourly or time-based basis depending on the type of job.

Fixed quotes

A fixed quote is based on the information available to us at the time it is prepared. Unless stated otherwise, fixed quotes are valid for 30 days.

The information provided to us was incomplete or inaccurate
Additional faults are found once work begins
Existing pipework, wiring, controls, radiators or flues are unsuitable
The customer requests extra work
Required materials increase in price before the quote is accepted
The property has access issues, parking restrictions, hidden defects or unsafe conditions
Additional work is required to complete the job safely or correctly

We will explain any additional costs before carrying out extra chargeable work wherever practical.

Estimates

An estimate is our best guide to the likely cost. It is not a fixed price. The final cost may increase or decrease depending on the actual labour, materials, access and work required.

Hourly work and time-based charges

For repairs, diagnostics, emergency visits, investigations and smaller jobs, we may charge by time.

A minimum charge may apply
Labour time may include inspection, testing, diagnosis, repair work, safety checks and customer advice
Parts and materials are charged separately
Parking, congestion charges, ULEZ charges, tolls and permit costs may be added where applicable
VAT will be added where applicable

3. Diagnostic, Fault-Finding and Investigation Charges

For repair, fault-finding, emergency and diagnostic visits, our charge covers the engineer's attendance, inspection, testing, diagnosis and advice.

This charge remains payable even if:

The fault cannot be repaired during the first visit
Parts are unavailable
The appliance is beyond economical repair
The appliance is unsafe
Further investigation is required
The customer chooses not to proceed with the recommended repair
A replacement boiler, radiator, control or part is recommended instead of a repair

A diagnostic visit is not a guarantee that the fault can be repaired on the same day.

4. No Guarantee of Same-Day Repair

We will always aim to resolve heating and hot water issues as quickly as possible. However, we cannot guarantee a same-day repair where:

Parts are unavailable
The appliance is unsafe
The boiler or heating system requires further investigation
Specialist materials are required
The repair requires manufacturer support
The existing system has hidden defects
The appliance is beyond economical repair
Additional work is needed before the system can be used safely

Where a return visit is required, this may be charged separately unless included in a fixed quote.

5. Deposits and Materials

For boiler installations, larger heating jobs, special-order parts, or works requiring advance planning, we may request a deposit before booking the work.

Deposits may be used to secure your appointment, allocate engineer time, purchase materials, order special parts, arrange deliveries and prepare for the work.

If you cancel after materials have been ordered, we may deduct reasonable costs for special-order parts, supplier cancellation fees, restocking charges, materials that cannot be returned, and labour or administration already carried out.

Ownership of materials remains with The Happy Heating Co. until payment has been received in full.

6. Materials Collection and Supplier Runs

Sometimes we may need to collect parts or materials during a job, especially where a fault cannot be fully diagnosed until we inspect the boiler, radiator, control or central heating system.

Unless material collection is already included in a fixed quote, time spent collecting materials may be chargeable at our standard labour rate.

For standard supplier collections, we will charge a maximum of 45 minutes' labour per supplier run, plus any reasonable parking, congestion charge, ULEZ charge, toll, delivery or supplier charge.

Where parts are specialist, unavailable locally, require collection from more than one supplier, or are requested urgently by the customer, additional collection time may be charged. We will explain this before going ahead wherever practical.

We will always aim to keep material collection time fair, reasonable and proportionate to the work being carried out.

7. Parts Availability and Supplier Delays

We are not responsible for delays caused by unavailable parts, supplier stock issues, manufacturer lead times, courier delays, discontinued components, incorrect parts supplied by third parties, damaged parts received from suppliers, or delays outside our reasonable control.

Where a return visit is required after parts arrive, this may be charged separately unless included in a fixed quote.

8. Customer-Supplied Materials

If we agree to fit customer-supplied parts, boilers, radiators, valves, controls, thermostats or other materials, we do so at our discretion.

We do not provide a warranty for customer-supplied materials.

If customer-supplied materials are faulty, unsuitable, incomplete, damaged, incompatible, missing parts, or not compliant with the required standard, additional labour charges may apply.

We may refuse to fit any customer-supplied item if we believe it is unsafe, unsuitable, poor quality, non-compliant or incompatible with the existing heating system.

9. Booking, Access and Customer Responsibilities

You must make sure we have safe and reasonable access to the property at the agreed appointment time. You are responsible for ensuring:

Someone aged 18 or over is present unless agreed otherwise
We can safely access the boiler, gas meter, radiators, controls, flue and relevant pipework
Cupboards, loft hatches, airing cupboards and working areas are clear
There is working electricity, gas and water where required
Parking permits or parking information are provided in advance
Tenant, landlord, managing agent, neighbour or freeholder permissions are arranged
Pets and children are kept away from the working area
Fragile items and valuables are moved before we begin

If we cannot access the property, cannot work safely, or the appointment is cancelled at short notice, a charge may apply.

10. Flats, Leaseholds and Managed Properties

For flats, leasehold properties and managed buildings, the customer is responsible for obtaining any required permissions before work begins.

This may include permission from landlords, freeholders, managing agents, building management, neighbours, insurers or local authorities.

Permissions may be required for flue routes, external pipework, condensate runs, radiator changes, access through communal areas, parking, working hours, scaffolding or alterations to shared areas.

We are not responsible for delays, costs or cancelled appointments caused by missing permissions.

11. Communication With Tenants, Landlords and Agents

Where work is arranged by a landlord, letting agent, managing agent or property manager, they must confirm who is authorised to approve additional work, costs and safety decisions.

Unless agreed otherwise, tenants may provide access but may not authorise chargeable work on behalf of the landlord.

If urgent safety action is required, we will act in line with our gas safety obligations and inform the relevant party as soon as practical.

12. Parking, Congestion, ULEZ and Access Charges

Parking, congestion charges, ULEZ charges, tolls, permit costs and similar access-related costs may be added to the invoice unless already included in a fixed quote.

The customer is responsible for arranging visitor permits or providing accurate parking information before our visit.

We will always aim to keep these costs reasonable.

13. Cancellations and Rearranged Appointments

We understand plans change. Please tell us as soon as possible if you need to cancel or rearrange an appointment.

Where an appointment is cancelled at short notice, we may charge for reasonable costs we have already incurred, including engineer time reserved for your appointment, travel time, parking or permit costs, materials ordered for your job, supplier restocking charges and administration already completed.

For emergency bookings, same-day bookings, urgent repair work or out-of-hours appointments, cancellation charges may apply once an engineer has been dispatched.

14. Consumer Cancellation Rights

Where your booking is made online, by phone, by email, or away from our business premises, you may have a legal right to cancel within 14 days.

If you ask us to begin work during the 14-day cancellation period, you agree that we may start work before the cancellation period has ended and that you must pay for any work carried out, engineer time already incurred, and materials supplied or ordered where legally permitted.

If the work is fully completed at your request, your right to cancel that service may be affected.

For urgent repairs, emergency call-outs or same-day bookings, you may request that we begin work straight away.

16. Payment Terms

Unless agreed in writing, payment is due immediately on completion of the work.

We accept payment by cash, card payments and bank transfer.

We may require payment in full before work begins, by deposit before materials are ordered, in staged payments for larger work, immediately after a repair, service, diagnostic visit or emergency appointment, or before certificates, reports, warranties or completion documents are released.

If payment is not made on time, we may suspend further work, withhold non-safety-related paperwork, charge reasonable interest on overdue sums, recover reasonable debt collection costs, or cancel future appointments.

For landlords, managing agents or property managers with approved accounts, payment terms must be agreed in writing before work starts.

17. Out-of-Hours and Emergency Rates

Evening, weekend, bank holiday and emergency appointments may be charged at a higher rate. These rates will be confirmed before attendance wherever practical.

Emergency attendance does not guarantee that the issue can be fully repaired during the first visit.

18. Additional Work and Hidden Problems

Heating systems can sometimes reveal hidden issues once work begins. These may include sludge or debris in the system, blocked or restricted pipework, poor water pressure, poor gas pressure, faulty valves, old or damaged radiators, unsafe flues, incorrect wiring, poor previous workmanship, inaccessible pipe routes, leaks that were not visible before work started, system design issues and unsupported or obsolete components.

If we find additional work is needed, we will explain the issue and obtain your approval before carrying out extra chargeable work, unless immediate action is required for safety.

19. System Health Disclaimer

Heating systems are affected by age, design, water quality, previous workmanship, usage and ongoing maintenance.

Repairing, replacing or servicing one part of a system does not guarantee that the wider system is free from defects or future faults.

We are not responsible for faults caused by pre-existing issues, poor system design, historic contamination, poor water quality, hidden defects or lack of maintenance.

20. Temporary Repairs

Where we carry out a temporary repair, we will explain this to the customer wherever practical.

A temporary repair is intended to restore use, reduce risk or improve safety for a limited period. It is not guaranteed to be a permanent solution.

Further work, replacement parts or a full replacement may still be required.

21. Boiler Beyond Economical Repair

In some cases, a boiler or heating appliance may be considered beyond economical repair. This may be due to age, poor condition, safety concerns, parts availability, repeated faults, repair costs being disproportionate to the value of the appliance, or manufacturer support no longer being available.

Where this applies, we will explain the options clearly. Any diagnostic, attendance or investigation charge remains payable.

22. Boiler Installations and Manufacturer Warranties

Where we install a boiler, we will install and commission it in line with manufacturer instructions and relevant gas safety requirements.

Manufacturer warranties are provided by the boiler manufacturer, not by The Happy Heating Co.

A manufacturer warranty may depend on annual boiler servicing, correct system water treatment, correct use of controls, manufacturer registration requirements, no unauthorised alterations, and the system being kept in suitable condition.

We are not responsible if a manufacturer refuses warranty cover due to poor system maintenance, customer misuse, missed servicing, third-party work, existing system issues or manufacturer warranty conditions not being met.

23. Boiler Servicing

A boiler service is a maintenance and safety check at the time of our visit. It does not guarantee that the boiler or heating system will remain fault-free after the service.

During servicing, we may identify defects, safety concerns, wear and tear, or recommended repairs. Any repairs will be quoted separately unless included in the booking.

If an appliance is unsafe, we may be required to classify it, isolate it, disconnect it, or advise that it must not be used.

24. CP12/Landlord Gas Safety Certificates

For landlord gas safety checks, we will check accessible gas appliances, flues and relevant safety items in line with the requirements of the appointment.

A CP12/Landlord Gas Safety Certificate can only be issued once the relevant checks have been completed.

If an appliance fails the safety check, we cannot issue a satisfactory certificate until the required remedial work has been completed and the appliance has passed the necessary checks.

We are responsible for carrying out the gas safety check and issuing the record based on the checks completed.

The landlord remains responsible for arranging access, keeping records, providing records to tenants, arranging remedial work and ensuring ongoing compliance with their legal duties.

25. Powerflushing

Powerflushing is designed to help remove sludge, debris and contamination from a central heating system. It may improve circulation and radiator performance, but it cannot guarantee that every heating issue will be resolved.

We are not responsible for pre-existing weaknesses that become visible during or after a powerflush, including pinhole leaks, weak radiators, poor pipework, failing valves, blocked microbore pipework, existing leaks, boiler faults caused by historic contamination, or poor original system design.

We will advise you if we believe further work is required.

26. Smart Thermostats and Controls

For smart thermostat installation, you are responsible for ensuring your Wi-Fi is working, you have access to the relevant app or account, your phone or device is compatible, you have the correct login details, and any subscription or third-party service is active where required.

We are not responsible for faults caused by broadband issues, app changes, manufacturer outages, customer settings, third-party software updates, device compatibility issues or customer account access problems.

27. Working Areas, Floorboards and Access

The customer must provide clear, safe and reasonable access to the working area. This includes boilers, cylinders, radiators, valves, meters, loft spaces, airing cupboards, controls and pipework.

Unless specifically stated in the quote, our work does not include specialist access work, removing fitted furniture, lifting delicate flooring, replacing tiles, repainting, replastering, boxing-in pipework, repairing flooring, decorative making good, specialist joinery or matching existing finishes.

We will take reasonable care while working in your home. However, we are not responsible for damage caused by pre-existing defects, hidden pipework, brittle materials, poor previous workmanship, rotten timber, weak flooring or inaccessible services.

28. Asbestos, Hazardous Materials and Unsafe Working Conditions

If we suspect asbestos, hazardous materials, unsafe electrics, structural issues, pest contamination, damp, mould, unsafe flooring or any other unsafe working condition, we may stop work immediately.

Any specialist testing, removal, repair or clearance work must be arranged and paid for by the customer before we can continue.

We will not carry out work where we believe it is unsafe to do so.

29. Waste and Old Parts

We will remove waste materials from site where included in your quote or agreed as part of the job.

Old boilers, cylinders, radiators or large materials may be removed if agreed in advance.

We may leave customer-owned parts or materials on site if requested.

30. Workmanship Guarantee

We provide a 12-month workmanship guarantee on most work carried out by The Happy Heating Co. This guarantee covers faults caused by our workmanship only.

It does not cover manufacturer faults, customer-supplied materials, pre-existing faults, system sludge, scale or debris, frozen condensate pipes, misuse, neglect or accidental damage, lack of servicing or maintenance, work altered by another person or company, general wear and tear, poor water pressure, poor gas pressure, external supply issues, issues we advised should be repaired but were declined, temporary repairs, or problems with the wider heating system unrelated to our work.

If you believe there is an issue with our workmanship, you must contact us promptly and give us a reasonable opportunity to inspect and put things right.

31. Fair Use of Guarantees

Our workmanship guarantee applies only to faults caused by our workmanship. It does not reset or extend because we attend the property again.

Where a new, unrelated or pre-existing fault is identified, this will be treated as a separate chargeable visit.

If another person or company works on the same part of the system before we have had the opportunity to inspect it, the workmanship guarantee may no longer apply.

32. Safety

Safety comes first. If we identify an unsafe gas appliance, installation, flue, pipework or heating system, we will explain the issue and follow the appropriate gas safety process.

We may need to turn off an appliance, isolate the gas supply to an appliance, label an appliance as unsafe, recommend immediate remedial work, or refuse to continue work if conditions are unsafe.

We will not reconnect, recommission, or leave in operation any appliance or installation that we believe is unsafe.

We will not carry out work that we believe is unsafe, unsuitable or non-compliant.

33. Right to Refuse or Stop Work

We reserve the right to refuse, suspend or stop work where conditions are unsafe, access is unsuitable, payment terms have not been met, required permissions are missing, required materials are unavailable, the requested work is unsuitable or non-compliant, or our engineer is subject to abusive, threatening or unreasonable behaviour.

Where work is stopped due to circumstances outside our control, charges may apply for labour, materials, attendance, parking, administration and any work already completed.

34. Photographs, Videos and Job Records

We may take photographs or videos before, during and after work for job records, safety evidence, quotations, manufacturer warranty claims, quality control, insurance purposes, dispute resolution, proof of existing condition and proof of completed work.

We will not publish identifiable images of your home for marketing without your permission.

35. Liability

We are responsible for foreseeable loss or damage caused by our negligence or breach of contract.

We are not responsible for losses that were not reasonably foreseeable, pre-existing defects, damage caused by hidden faults, damage caused by poor existing installation work, loss of profit, rent, income or business opportunity, delays caused by suppliers, manufacturers, access issues, traffic, weather or events outside our control, or damage caused by unsafe, fragile, defective or poorly maintained existing systems.

Nothing in these terms limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or your statutory consumer rights.

36. Complaints

We want every customer to have a happy, stress-free experience. If something is not right, please contact us first so we can investigate.

Please include your name, property address, job date, invoice or quote number, a clear description of the issue, and photos or videos where helpful.

Where the matter relates to our workmanship, you must give us a reasonable opportunity to inspect and put things right before instructing another contractor.

We will review the matter and aim to respond within a reasonable timeframe.

37. Data Protection

We use customer information to manage enquiries, bookings, quotes, invoices, certificates, service reminders, warranty records and customer support.

We may also use information for legal, safety, regulatory, accounting and insurance purposes.

For full details, please see our Privacy Policy at /privacy-policy/.

38. Website Use

These Terms of Trade apply to our services.

Your use of our website may also be subject to separate website terms, cookie information and privacy terms.

39. Changes to These Terms

We may update these Terms of Trade from time to time.

The version that applies to your job will usually be the version provided to you, linked in your booking confirmation, or available on our website at the time you accept the booking or quote.

40. Governing Law

These terms are governed by the laws of England and Wales.

Any disputes will be dealt with by the courts of England and Wales, unless consumer law gives you the right to bring a claim elsewhere.