Terms and Conditions

01 About The Happy Heating Co.

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

• Boiler installations and replacements
• Boiler repairs and fault diagnostics
• Annual boiler servicing
• Emergency heating breakdowns
• Unvented hot water cylinders (Megaflo)
• Landlord Gas Safety Certificates (CP12)
• Powerflushing and magnetic filter installations
• Smart thermostat installations (Nest, Hive, Tado)
• Radiator replacements, valve repairs, and domestic plumbing

All gas work is carried out by, or under the direct supervision of, a suitably qualified Gas Safe registered engineer (Registration No. 657972). We work on domestic residential properties only and do not undertake commercial plant room or industrial work.

02 Quotes, Estimates and Pricing

We may provide a fixed quote, an estimate, or carry out work on an hourly diagnostic basis depending on the nature of the enquiry.

Fixed Quotes

A fixed quote is based on the information and survey available to us at the time of issue. Unless stated otherwise, written quotes are valid for 30 days. A quote may be revised if:

• Information provided was incomplete or inaccurate
• Additional hidden faults are found once work commences
• Existing pipework, wiring, flue routes, or gas supplies are non-compliant
• The customer requests additional work or specification changes
• Access issues, structural obstacles, or unsafe conditions are encountered

Estimates

An estimate is a guide to the likely cost and not a fixed contract price. The final invoice reflects the actual labour, materials, and time required.

Diagnostic & Hourly Work

For repairs, diagnostics, and fault-finding visits, charges are based on our published hourly rates. The first hour on site is charged at the applicable diagnostic rate. Parts and materials are charged separately.

03 Diagnostic, Fault-Finding and Investigation Charges

For repair, fault-finding, emergency and diagnostic visits, our charge covers the engineer's attendance, inspection, electrical/gas testing, fault diagnosis and advice. This charge remains fully payable even if:

• The fault cannot be permanently repaired during the initial hour
• Replacement parts are obsolete or unavailable on the day
• The appliance is classified as beyond economical repair or unsafe
• Further investigation is required
• The customer decides not to proceed with the recommended repair quotation

04 No Guarantee of Same-Day Repair

We always aim to resolve heating and hot water faults on the first visit with stocked van parts. However, same-day completion cannot be guaranteed where specialist parts, manufacturer technical support, or return visits are required.

05 Deposits and Materials

For boiler installations, system upgrades, or special-order parts, a deposit is required upon booking to secure engineer allocation and order equipment. Ownership of all materials remains with The Happy Heating Co. until the invoice is paid in full.

06 Materials Collection and Supplier Runs

Where non-van-stock parts must be collected from a local merchant during an active diagnostic job, supplier collection time may be charged at our standard rate (capped at a maximum of 45 minutes per run unless agreed otherwise).

07 Parts Availability and Supplier Delays

We are not liable for delays resulting from manufacturer backorders, courier disruptions, discontinued product lines, or supplier stock shortages outside our direct control.

08 Customer-Supplied Materials

If we agree to fit customer-supplied boilers, radiators, valves, or smart controls, we do not provide a warranty for the item itself. If customer-supplied parts prove faulty, incomplete, or incompatible, standard labour charges apply for fitting and removal time.

09 Booking, Access and Customer Responsibilities

The customer must provide clear, safe, and unobstructed access to boilers, meters, cylinders, and radiators at the agreed arrival window. An adult aged 18+ must be present. If access is obstructed or unfeasible, an abortive attendance charge may apply.

10 Flats, Leaseholds and Managed Properties

For leasehold flats and managed residential blocks, the customer is responsible for obtaining any necessary permissions from freeholders, managing agents, or building management regarding flue penetrations, water isolations, or access.

11 Communication With Tenants, Landlords and Agents

Where appointments are booked by landlords or managing agents, the agent/landlord must confirm who is authorised to approve repair quotes. Tenants may facilitate access but cannot authorise chargeable remedial work without landlord approval.

12 Parking, Congestion, ULEZ and Access Charges

We do not add travel markups or distance surcharges across our 16 covered West/North West London areas. Where resident permit bays or paid council parking are required, parking is charged at direct council cost where visitor permits are not provided.

13 Cancellations and Rearranged Appointments

Please provide at least 24 hours' notice to cancel or reschedule routine appointments. For short-notice cancellations once an engineer has already been dispatched, a standard attendance charge may be applied.

14 Consumer Cancellation Rights

Under the Consumer Contracts Regulations, you have a statutory 14-day right to cancel off-premises contracts. If you request us to commence urgent repairs immediately, you acknowledge that services provided before cancellation are payable.

15 Urgent Works Consent

For emergency and same-day attendance, you expressly request us to begin work immediately and agree to cover the diagnostic attendance and completed labour.

16 Payment Terms

Payment is due immediately upon completion of work on site. We accept debit/credit cards, contactless, bank transfer, and cash. Digital receipts and Gas Safe documentation are issued electronically upon payment.

17 Out-of-Hours and Emergency Rates

Out-of-hours, evening, Saturday, Sunday, and Bank Holiday visits are charged at our published transparent emergency rates, confirmed in advance of booking.

18 Additional Work and Hidden Problems

If unseen defects (such as severe system sludge, seized valves, corroded pipework, or electrical faults) are discovered during a job, we will explain the findings and provide a fixed quote before undertaking additional chargeable work.

19 System Health Disclaimer

Repairing or servicing a specific boiler component does not guarantee that pre-existing, aging, or corroded parts elsewhere in the heating circuit will not fail independently in the future.

20 Temporary Repairs

Where a temporary repair is carried out to make safe or provide emergency heat, it is not a permanent solution and must be followed by standard remedial replacement.

21 Boiler Beyond Economical Repair

Where an aging appliance requires repair costs exceeding its functional value or where parts are obsolete, we provide clear, unbiased replacement options. The diagnostic fee remains payable.

22 Boiler Installations and Manufacturer Warranties

All new boiler installations are commissioned to Gas Safe and manufacturer standards. Extended manufacturer warranties (up to 10–12 years) are backed directly by Worcester Bosch, Vaillant, or Ideal, subject to annual servicing.

23 Boiler Servicing

Boiler servicing comprises full safety testing, flue gas analysis, seal inspection, and component cleaning in accordance with manufacturer instructions. Servicing does not include repair parts unless quoted.

24 CP12 / Landlord Gas Safety Certificates

We inspect all accessible gas appliances and pipework to verify safety compliance. If an appliance is found unsafe or non-compliant, a pass certificate cannot be issued until the defect is rectified.

25 Powerflushing

Powerflushing removes black magnetite sludge and restores circulation. We take reasonable care, but cannot be held liable for pre-existing pinhole leaks in heavily corroded radiators exposed once sludge is cleared.

26 Smart Thermostats and Controls

Customers must ensure active Wi-Fi and smartphone app compatibility for smart thermostat pairings (Nest, Hive, Tado). We are not responsible for third-party cloud outages or broadband connectivity issues.

27 Working Areas, Floorboards and Access

We treat every home with utmost respect and use protective sheeting. Making good decorative finishes, tiling, plastering, or specialist carpentry after pipework installation is excluded unless specified in writing.

28 Asbestos, Hazardous Materials and Safety

If suspected asbestos flue materials or hazardous conditions are encountered, work will be paused immediately until certified specialist inspection/removal is arranged by the property owner.

29 Waste and Old Parts

We remove replaced boilers and obsolete packaging from site where included in our installation quote. Customer-owned components can be retained upon request.

30 12-Month Workmanship Guarantee

We provide a comprehensive 12-month guarantee on all labour and workmanship carried out by our engineers. If an issue arises from our installation work, we will re-attend and rectify it promptly free of charge.

31 Fair Use of Guarantees

The workmanship guarantee applies strictly to our own installation work. It does not cover external damage, customer misuse, lack of maintenance, or third-party interference.

32 Gas Safety Regulations

Under Gas Safety (Installation and Use) Regulations, our engineers are legally obligated to isolate and issue Warning Notices for any appliance classified as Immediately Dangerous (ID) or At Risk (AR).

33 Right to Refuse or Stop Work

We reserve the right to suspend or terminate work if conditions are unsafe, access is denied, or engineers are subjected to abusive or threatening behaviour.

34 Photographs, Videos and Job Records

We may take photographs of appliances, serial numbers, and installations for technical audit, warranty registration, and insurance compliance. We never publish customer-identifiable imagery without permission.

35 Liability Limits

We maintain comprehensive £5,000,000 Public Liability Insurance. We are responsible for direct foreseeable loss caused by our negligence, but not for pre-existing defects or consequential loss.

36 Complaints Procedure

We take customer satisfaction seriously. If you have any concerns regarding a job, please email hello@thehappyheating.co with your invoice number and details so we can investigate and resolve the matter swiftly.

37 Data Protection & Privacy

Customer data is handled securely in full compliance with UK GDPR and the Data Protection Act 2018. For details on how we store and protect your data, please see our Privacy Policy.

38 Website Use

These terms govern our commercial heating and plumbing services. Website usage is subject to standard electronic terms and cookie policies.

39 Changes to These Terms

We may update our Terms of Trade periodically. The version in effect at the time of your quote or booking confirmation applies to your contract.

40 Governing Law

These terms and any disputes arising under them are governed by and construed in accordance with the laws of England and Wales.