For the purposes of these Terms of Business (hereinafter, “Terms”), “us” or “we” shall refer to Glow Energy Services Ltd 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. Estimate
The value of the estimate is what we expect to charge you for the works, based on our initial discussions. In the event of unforeseen circumstances or unexpected issues arising, it may be necessary to review the original price and provide you with a new estimate. You have the right to accept or decline the revised price.
2. Written Quotation
(i) The written quotation follows the estimate and is the final price for the works discussed, including labour and materials, additional costs including expenses (if any) 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 quotation. 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.
(ii) All written quotations are relevant to today's prices, and are valid for 14 days or with an agreed job acceptance and arranged start date which can be later than 14 days.
(iii) For all quoted works a 10% deposit will be required in cleared funds (capped at £500) before or on the date that we start the work. The remaining balance will then be paid in full on the satisfactory completion of the job.
3. Client Obligations
(i) If you, and we agree that you will supply and be responsible for some or all of the materials and/or products needed for the works, it is your responsibility to get all agreed materials and/or products to site prior to us attending. ANY DELAY will incur extras costs and extended job completion.
(ii) 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;
(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) 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;
(v) 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;
(vi) 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;
(vii) 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.
4. Supplier Obligations
(i) We will undertake the works with all due care, skill and diligence, will complete the works within a reasonable timeframe, 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) With the exception of hazardous waste products i.e. Asbestos, Oil Parts, Kerosene, Diesel, Chemicals, Glass, Glass Fibre or such similar natured substances, are all outside our remit of responsibility and will be left on site.
(v) 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;
(vi) 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.
16. Finance
(i) Glow Energy Services Ltd is an introducer appointed representative of Phoenix Financial Consultants Limited ("Phoenix"). Phoenix is a credit broker that is authorised and regulated by the Financial Conduct Authority (Financial Services Register No. 539195) which offers finance for home improvement projects from its panel of lenders. All finance subject to status and credit checks.
(ii) Finance is based on orders between £1,000.00 and £20,000.00
(iii) This is covering but not limited to, boiler and unvented hot water cylinder installations, new or additional central heating systems and radiators, power flushing and magna-cleanse, parts and labour included in any of the above.
5. Callout and Diagnostic Fee
(i) All domestic and non domestic initial visits are subject to a callout and diagnostic fee which includes our travel time spent to get to your property and up to 60 minuets of labour. After the first hour, rates will revert and charged at 30 minutes intervals.
(ii) Our hourly rates cover the time spent working at your property diagnosing, installing, servicing, decommissioning or carrying out any necessary repairs. The rates does not include any additional parts, parking charges, congestion or air pollution tax charges or equipment hire if required.
Domestic Callout and Diagnostic Rates - April 2022
|
Call Out and Diagnostic Fee (First Hour) |
Including VAT |
Subsequent 30 Minutes |
Including VAT |
|
|
Monday – Friday 8am-5pm |
£75 |
£90 |
£25 |
£30 |
|
Monday – Friday 5pm – 8am |
£100 |
£120 |
£37.5 |
£45 |
|
Saturday 8am – 5pm |
£100 |
£120 |
£37.5 |
£45 |
|
Saturday 5pm – 8am |
£100 |
£120 |
£47.5 |
£57 |
|
Sunday 8am – 5pm |
£100 |
£120 |
£47.5 |
£57 |
|
Sunday 5pm – 8am |
£100 |
£120 |
£47.5 |
£57 |
|
Bank Holiday 8am – 8pm |
£150 |
£180 |
£50 |
£60 |
Non Domestic Callout and Diagnostic Rates - April 2022
|
Call Out and Diagnostic Fee (First Hour) |
Including VAT |
Subsequent 30 Minutes |
Including VAT |
|
|
Monday – Friday 8am-5pm |
£125 |
£150 |
£37.5 |
£45 |
|
Monday – Friday 5pm – 8am |
£150 |
£180 |
£47.5 |
£57 |
|
Saturday 8am – 5pm |
£150 |
£180 |
£47.5 |
£57 |
|
Saturday 5pm – 8am |
£150 |
£180 |
£57.5 |
£69 |
|
Sunday 8am – 5pm |
£150 |
£180 |
£57.5 |
£69 |
|
Sunday 5pm – 8am |
£150 |
£180 |
£57.5 |
£69 |
|
Bank Holiday 8am – 8pm |
£200 |
£240 |
£62.5 |
£75 |
5. Guarantee
(i) Where applicable, all installation works including any new parts fitted by us will receive 12 months guarantee from the completion / installation date, provided no third party has been involved.
6. Collection Of Parts
(i) When carrying out a repair, we might have to collect a part not stocked on our vans. Any time spent travelling to collect non-standard parts or materials (such as boiler parts, pumps etc) from our merchants, will be included on the hourly rate up to a maximum of 60 minutes.
(ii) We won’t charge you for the collection of standard day-to-day parts as we carry these on our vehicles (such as pipe, standard fittings etc). Our engineers are equipped to carry out and complete most appointments in a single visit. Where parts are required to be ordered or collected, our engineer will inform you during the visit.
7. Materials and Products
(i) 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 Glow Energy Services 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.
(ii) Materials supplied by Glow Energy Services Ltd will be charged at our merchants discounted rate plus 15%.
8. Parking and Congestion Charges
(i) Any parking, congestion or air pollution tax charge will be added to the final invoice when applicable. All prices are including VAT which is set at the standard rate of 20%.
10. Payments and Terms Of Business
(i) All GAS/LPG/OIL certificates will be sent and registered to you with a Gas Safe/Oftec works notification, and with the appliance manufacturer, after the full payment is received and cleared.
(ii) Payment must be made in full by debit/credit card immediately to the engineer upon completion of the work. Any non-present customers (landlords/third parties) will need to provide payment when booking.
(iii) Accepted payments methods; BACS transfer (preferred), cash, building society cheque, debit or credit card E&OE.
(iv) All VAT invoice receipts will be sent for all paid completed work.
11. Bank Details Payments
Glow Energy Services Ltd (Starling Business Bank Account)
Sort code
608371
Account number
20765534
VAT number
404994773
13. Late Payments
(i) Unless prior agreement has been arranged, any late payment will incur a 10% surcharge, passing on to a debt recovery agency with the possibility of uninstallation after the 7th day from the completion date.
14. Force Majeure
(i) 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).
15. Cancellation
(i) 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, if any.
16. Complaints
(i) We always endeavour to provide the best service and products for our customers. However, on rare occasions we recognise that there might be times where our customers may not be completely satisfied. In the unlikely event, if there is anything you are not completely satisfied with, please contact us as soon as possible so we can look into the matter further as we value your custom. You can do this by calling us on 0800 999 1403, or write to us at:
(ii) Unit 7 Attwood Business Centre, Attwood Street, Stourbridge, West Midlands, DY9 8RY or email us at info@glowenergyservices.co.uk. Please bear in mind calls may be monitored for training purposes. If writing, get proof of posting.
17. Business Complaint Procedure
(i) On receipt of your complaint the business aims to respond within 5 days.
(ii) The business will arrange a convenient date to come and view and/or remedy the situation within 28 days.
(iii) In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service. Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.
(iv) The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement. If you choose to, you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 0117 456 6031 who can explain if you are eligible to use their Alternative Dispute Resolution.
18. Limited Business Information
Glow Energy Services Ltd
Unit 7 Attwood Business Centre,
Attwood Street, Stourbridge
West Midlands, DY9 8RY
Company Registration Number - 12586506
Registered In England
Contact us
info@glowenergyservices.co.uk
0800 999 1403
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On behalf of Glow Energy Services Ltd, we trust you'll be happy from quotation to completion including our aftercare services and that you'll recommend us to your family, friends and acquaintances.
Thank you for your custom.
