Terms and Conditions

Terms of Business


For the purposes of these Terms of Business (hereinafter, “Terms”), “us” or “we” shall refer to Hilton Heating and “you” shall refer to you, our customer. You have requested that we undertake certain works for you and, by allowing us to proceed with those works, you are indicating your agreement to the Terms set out below.

1. Written Estimates

Any written estimates following the site visit, are the price for the works discussed, including labour and materials and tax. Any subsequent variation to the works (including, without limitation, if you change the scope or if unforeseen circumstances or unexpected issues arise) will likely result in a new or revised written quotation. You have the right to accept or decline the new estimate. Should you choose to decline, all works will cease and, on receipt of our invoice, you must pay in full for all works already completed in accordance with the original quotation. If you wish add on any further work on the day and do not want a written quotation to avoid delay in the work being carried out, we have the right to charge our usual hourly fee (£84 per hour) plus any extra material costs needed, which will be added on to the final invoice in addition to the quoted price. 


2. Client Obligations

(i) if you and we agree that you will be responsible for providing the measurements for some or all of the materials and/or products needed for the works, you alone will bear the cost of replacing the said materials and/or products in the event the measurements are incorrect;
(ii) if you and we agree that you will be responsible for providing some or all of the materials and/or products needed for the works, you alone will bear the cost of replacement in the event the said materials and/or products turn out to be faulty and/or unsuitable;
(iii) you will inform us, prior to the works commencing, of any hazards or potential hazards known or suspected in or around the premises where the works are due to be carried out;
(iv) you will grant us access to the premises where the works are to be carried out and will ensure that all necessary consents, permissions and licences, if any, have been obtained in advance of the works commencing;
(v) you will ensure the safe and secure storage of any materials and/or equipment left (with your permission) at the premises during the works, and will be accountable to us for any loss of or damage to such materials and/or equipment;
(vi) without prejudice to 4(i) and 4(iii) below, you will (unless included as part of the quotation) be responsible for any necessary improvements to and/or redecorating of the premises following the completion of the works.
(vii) if the system is to be altered all efforts will be made to make sure all current plumbing is of good standard, where pipework is hidden we can take no responsibility that may arise from leaks/damage to property.


3. Supplier Obligations

(i) we will undertake the works with all due care, skill and diligence, will complete the works within a reasonable time frame, and will ensure that we comply at all times with all applicable laws and regulations;
(ii) we will supply materials and/or products needed for the works (if any) that are of high quality and, without prejudice to 3(i) above, will take full responsibility for replacing any materials and/or products that prove to be faulty or substandard;
(iii) we will take good care of your property, furnishings and wall coverings and, on completion of the works, will remove any resulting waste material;
(iv) we will supply one or more, as necessary, of our dedicated team to undertake the works for you. Unless agreed otherwise, the person(s) supplied will be at our discretion and may or may not be the same as the person(s) who provided you with the original estimate and/or quote;
(v) we confirm that we hold, and will continue to hold, a valid and current Public Liability Insurance Policy and, where relevant, Employers Liability Insurance Policy.


4. Materials and Products

For the avoidance of doubt, all materials and/or products supplied and delivered to you during the course of the works shall remain the property of Hilton Heating until such time as the works have been paid for in full by you, following receipt of our invoice. Title to such materials and/or products will transfer to you only when full payment has been received by us.


5. Force Majeure

Neither party shall be held liable for any delay or failure in fulfilling their obligations under these Terms where such delay or failure results from circumstances beyond that party’s control (including, but not limited to, an act of God, fire, act of government or state, prevention from or hindrance in obtaining any raw materials, energy or other supplies, industrial action or labour disputes of whatever nature, and any other reason beyond the control of that party).


6. Cancellation

Should you wish to cancel the contract between us in respect of the works, you have (in accordance with the provisions of the Consumer Contract Regulations 2013) fourteen (14) days in which to do so following your acceptance of our quotation. You are obligated to pay for any services provided to you during this 14-day cancellation period, any deposit paid to us will be refunded minus admin fees, any work cancelled without 14 days notice will be liable to pay any restocking charges and/or admin fees, any remaining deposit will be returned to the customer within 14 days of cancellation.


7. Payments

Work will be charged at the quoted amount, or standard hourly rate + materials for service work or if a quote hasn't been provided for any reason. Failed visits will be subject to a minimum see of £48, this is including (but not limited to), being unable to gain access to the property, or if a boiler is in unrepairable condition. All invoices have a 7 day payment term unless otherwise stated. For the avoidance of doubt, you agree to settle any undisputed invoice in full on completion of the works. Any unpaid invoices past 7 days may be subject to additional fees that are incurred by our 3rd party debt collection team, with a minimum of £50 + vat applied to the existing invoice.


All works over £500 will be subject to at least a 50% deposit. All custom orders will require a 100% deposit due to materials being non refundable. Deposits should be received and cleared (for the purpose of cheques) 2-3 weeks before work is due to be carried out (depending on availability of materials). If a job is booked in sooner this time frame, we ask that you pay as soon the invoice is received to avoid work being delayed. If you choose to cancel  the job entirely, the deposits (excluding custom orders) will be refunded if cancelled within 2 weeks of the agreed appointment date. We reserve the right to keep hold of your deposit if jobs are cancelled outside of this time frame or we are unable to carry out the work in instances that are beyond our control, i.e. you not being ready for the work to start.


9. Social media

We may on occasion use pictures from any work completed in your home by ourselves in order to advertise our business. Your name and address will not be displayed in any posts. If you do not wish us to take any photos of work in your home, please let us know at the time of booking in the appointment.


10. Personal data/privacy policy

At the time of booking, we will ask for your name, address, phone number and email address. Once on the job, your boiler information is also recorded. This is stored securely on our online booking system and is only accessible to our employees, both office staff and engineers either online or via an app. Your details will be used to send quotes, invoices or service/job reminders to, as well as enable us to carry out any work agreed. We may also use the details if we have any important business news to share. We collect this data over the phone, through our website, Facebook business page or email. Your personal data will not be passed on to any 3rd parties. Your data will be stored for the foreseeable future in order for us to quickly book in any return visits or future work. If you wish to opt of reminders or updates, then please let us know by emailing hiltonheatingnorfolk@gmail.com with the subject 'opt out'. Similarly, if you'd like us to delete all your data we store, please use email using the subject 'delete'. You may also do this over the phone by calling 01953 718375.



11. Complaints

We hope and expect that you will have no cause to complain about any aspect of our service. If, however, there is anything at any point that does not meet your expectations, please do not hesitate to let us know and we will do our utmost to make things right.


Thank you for your business! We very much look forward to working with you.