Effective Date: 1 Aug 2025
- These Terms of Business govern all work performed by Fix First Heating Ltd ("we" / "us") for our customers ("you"). By instructing us to carry out works or subscribing to a Service Plan, you agree to be bound by these terms.
Definitions
"Fix First Heating Ltd" means the company registered at 7 Princes Street, Peterborough, PE1 2QP, Company No. 12810115, VAT No. 363165305.
"Works" means any services provided by us to you, including installations, repairs, diagnostics, emergency call-outs, servicing, and maintenance.
"Service Plan" means a care plan contract as described on our website and confirmed in your Plan Agreement, providing certain inclusive services and repair discounts.
"Quote" means the document or communication provided to you outlining the proposed works and associated costs.
"Invoice" means the bill issued for completed works, including labour and parts.
"Terms" means these Master Terms of Business, including any policies referenced herein.
Contract Formation - A legally binding contract is formed when you accept a Quote (or continue with services after an estimate is provided), and (if required) a deposit is paid or access is granted for us to commence work.
- The contract comprises the agreed scope of works, any special terms contained in the Quote, and these Master Terms. Amendments must be in writing and signed or acknowledged by both parties.
Payment Terms - Invoices are payable immediately upon receipt unless otherwise agreed in writing. Stage payments may be requested for jobs exceeding £1,500 or where materials must be specially ordered.
- Methods accepted include bank transfer, debit/credit card (note: credit cards attract a 2.5% admin fee), and cash upon prior agreement.
- Late payment consequences include a £30 administrative fee (inc VAT), interest charged daily at 8% above the Bank of England base rate, and referral to a debt collection partner after 30 days, with collection costs added to the outstanding balance. Bank transfer details are: Account Name: Fix First Heating Ltd, Sort Code: 04-06-05, Account Number: 15402600, Reference: [Use your invoice number].
Estimates, Charges & Additional Work - Quotes are based on our assessment at the time and do not include costs for hidden issues (e.g. asbestos, unforeseen wiring or pipe rerouting).
- Any material change in scope or price will be discussed, and your verbal or written approval sought. Charges for additional work not included in the Quote will be billed at our standard hourly rates. Standard rates (inc VAT): First 60 minutes: £96, Each additional 30 minutes: £48, Half day (up to 4 hours): £300, Full day (up to 8 hours): £480.
- Travel time charges apply for locations beyond 20 minutes of PE1 2QP at £45 per additional 15 minutes.
- Supplemental fees may apply for site revisits caused by client delays or non-preparedness, extra surveys, parking and congestion zone costs, and emergency or out-of-hours attendance.
Service Plans - Available only within designated service areas. Includes annual servicing, emergency response (subject to plan limits), and repair labour coverage.
- Plan exclusions include wilful damage or tampering, faults caused by third-party trades, components outside your premises (e.g. mains supply), and improper maintenance or unauthorised works.
- Call-out conditions are limited to one call-out per fault; if a separate issue arises, a new call-out applies.
- Missed appointments without 24 hours' notice or unsafe site conditions may be chargeable.
- Cancellation policy: cancel by email at any time, 14-day full refund from signup date if no work has been delivered, and termination automatically ends all associated discounts and services.
Customer Responsibilities - You must ensure safe access to all work areas, including removing obstructions and hazardous materials; provide accurate information about your system and any known issues; arrange permissions if required; and inform us of changes or restrictions prior to scheduled appointments.
- We reserve the right to refuse or cancel works where staff safety is at risk, terms are breached, or you provide abusive, threatening, or unreasonable conduct.
Waste and Property Damage - For jobs over £1,200 (inc VAT), we will remove non-hazardous waste as standard. Other jobs require separate agreement or customer disposal.
- We aim to work cleanly but are not liable for minor superficial damage (e.g. paint, plaster, carpets) or reinstatement unless caused by negligence. Customers are encouraged to remove fragile or high-value items from the work area.
Fault Diagnosis, Repairs & Warranty - Fault-finding may involve testing and temporary fixes. Further work may be necessary to fully remedy issues. Where a system is aged, failing, or poorly maintained, repeat faults are not covered.
- Workmanship warranty is 12 months from date of completion (excluding wear and tear, misuse, third-party damage).
- Parts are covered by manufacturer warranty terms only. We will reattend at no charge to rectify faults caused by our proven error within the warranty period.
Cancellation Rights (Consumer Contracts) - Under the Consumer Contracts Regulations 2013, you have a 14-day cooling-off period for off-premises agreements.
- If you ask us to start work before this period ends, you may be liable for the cost of services delivered.
- Cancel in writing or by email: [email protected]. Same-day cancellations or missed appointments without sufficient notice may attract a fee of £40 inc VAT.
Feedback & Complaints - We welcome your feedback and take complaints seriously. Process: discuss with your attending engineer where possible.
- If unresolved, escalate to [email protected]. Please allow up to 5 business days for a formal response.
- We encourage fair, private resolution. Publishing negative comments without giving us a chance to resolve first may be treated as reputational damage.
Dispute Resolution - The Parties shall attempt to resolve any dispute arising out of or relating to the Agreement
29.1. First through negotiations between their appointed representatives who have the authority to settle such disputes.
29.2. If negotiations under this Clause 29.1 do not resolve the matter within 28 days of receipt of a written invitation to negotiate, the parties will attempt to resolve the dispute in good faith through an agreed Alternative Dispute Resolution (“ADR”) procedure.
29.2.1. If the ADR procedure under Clause 29.2 does not resolve the matter within 28 days of the initiation of that procedure, or if either Party will not participate in the ADR procedure, the dispute may be referred to arbitration by either Party.
29.2.2. The seat of the arbitration under this Clause 29.3 shall be England and Wales.
29.2.3. The arbitration shall be governed by the Arbitration Act 1996 and Rules for Arbitration as agreed between the Parties.
29.2.4. In the event that the Parties are unable to agree on the arbitrator(s) or the Rules for Arbitration, either Party may, upon giving written notice to the other Party, apply to the President or Deputy President for the time being of the Centre for Alternative Dispute resolution Experts (F21 Stirling House, Cambridge Innovation Park, Denny End Road, Waterbeach, Cambridge, CB25 9QE, Telephone: +44 (0)1223 643580, Email: admin@centre4adr) for the appointment of an arbitrator or arbitrators and for any decision on rules that may be required.
29.3. Nothing in this Clause shall prohibit either Party or its affiliates from applying to a court for interim injunctive relief.
29.4. The decision and outcome of the final method of dispute resolution under this Clause shall be final and binding on both Parties.
29.5. For complaints relating to products purchased via finance, if you remain dissatisfied after following our company procedure please follow the link below https://www.tradehelp.co.uk/our-complaints-policy/
Data Protection - We comply with the UK GDPR and the Data Protection Act 2018. Personal data is only collected and processed for business administration and service delivery. We do not share personal information without consent except where legally required or in the course of enforcing payment or legal rights. Full Privacy Notice available on request.
Governing Law - These Terms shall be governed by the laws of England and Wales.
- Any disputes shall be subject to the exclusive jurisdiction of the English courts.
