Updated: 03/01/26
Selected boilers come with a 12 years parts and labour warranty as standard as long as the new boiler is serviced annually by Rapid Response Plumbing & Heating at a fee of £99 per year paid annually, £8 per month direct debit or £320 for 5 years.
- A 25-50% deposit must be paid on every job before installing a new heating system unless agreed with the advisor.
- If the customer cancels the appointment the customer must give at least 72 working hours between Monday to Friday notice but will still be charged an administration fee of up to 10% of the balance in full. If the customer does cancel within the 72 hour frame the customer will lose the full 25% deposit.
- If cancelled on the day the customer will be liable to pay the cost of the engineer and will lose the deposit in full.
- If the customer is due a refund or any remaining deposit will be sent back within 7 – 14 working days.
- All balances have to be paid on the day of installation once the boiler has been hung on the wall so the customer now has pre ownership of the goods.
- Failure to pay on installation date will require you to pay a £75 admin charge. The customer can not withhold any payment from the balance, full agreement is made to pay on the day of initial install.
The customer agrees to purchase and have installed and the Company agrees to supply and install the products set out overleaf. Any variations to works or spec must be agreed in writing by both parties, the parties being Rapid Response Plumbing & Heating as the installing company and you the customer stated on the quote.
1. Parties:
This agreement is between Rapid Response Plumbing & Heating referred to as the Company, and the purchaser, referred to as the Customer. It is binding on both parties, the Customer cancellation rights are shown below. The Company does however reserve the right to cancel this order if upon receipt of our surveyors working detail we consider that a satisfactory level of installation cannot be achieved. The Customer will allow reasonable access to the Company’s Surveyor.
1a By placing an order with us you agree that you are over the age of 18+ and you are the homeowner or have the consent from the homeowner to make the decision in having works carried out by Rapid Response Plumbing & Heating.
1b You agree that all of the information which you have provided us about your circumstances and the condition of the property are true, accurate and complete in every respect; and you understand that quotation price is based on the assumption that all existing; structures, materials, pipework, gas supply, water supply, electrics, connected appliances, fixtures and fittings are of good condition and in full working order with no defects. External areas of the property required for the installation can be reached easily and safely using ladders of a 7m length. For the avoidance of doubt, if access to the property exterior is awkward to access safely using 7m ladders, then scaffolding or other access platforms/equipment may be required, this must be arranged and paid for by the customer and is not included in the price. If the Engineer is required to work in the loft, the loft must have a fixed light, a fixed ladder and be boarded out. If upon arrival and/or during the installation any problems that arise would not be included in the fixed price and may require us to make an adjustment to the quotation.
1c Rapid Response Plumbing & Heating cannot guarantee that your new boiler will be compatible with existing showers, baths or taps. Installing a new boiler will not help with water pressure coming into the house or showers, Rapid Response Plumbing & Heating will not be held liable for this. Rapid Response Plumbing & Heating will come out for a call out fee to inspect the issue but sometimes you may require pumps to help with flow rates.
1d Rapid Response Plumbing & Heating will not be held liable for an Asbestos flue, you may require a professional to take it out and gain a clean air certificate.
1e Rapid Response Plumbing & Heating will not be responsible to brick up the old flue unless stated we will patch this up to the best of our ability, if you require a special block you the customer must
supply this.
1f Rapid Response Plumbing & Heating will not be responsible for any electricians provided, Rapid Response Plumbing & Heating can offer a third party service at a cost, separate from the installation price agreed with the customer and advisor the balance for the boiler is due once the boiler is on the wall.
1g Rapid Response Plumbing & Heating will not be responsible for any pipework on the existing system other than the work carried out by Rapid Response Plumbing & Heating.
1g) Exclusions from Responsibility for Existing System Components:
Rapid Response shall not be held responsible for any pre-existing conditions or components of the customer’s heating system, except for the work directly carried out by Rapid Response during the installation process. This includes, but is not limited to, the following:
Pipework: Rapid Response will not assume responsibility for any pipework that is part of the existing system, except for pipework directly related to the installation work performed by Rapid Response.
Blockages: Rapid Response will not be liable for any existing blockages within the system, whether in the pipework, radiators, valves, or any other component. Any issues arising from blockages shall be considered separate from Rapid Response’s installation work.
Radiators and Valves: Rapid Response shall not be responsible for the condition or functionality of pre-existing radiators or valves within the heating system. Any faults or issues with radiators, valves, or related components are not within the scope of Rapid Response’s installation services.
Pumps and Accessories: Rapid Response’s responsibility is limited solely to the installation work contracted by the customer. Any pre-existing pumps, accessories, or ancillary components within the heating system are excluded from Rapid Response’s liability.
Customers are advised to address any concerns related to the existing heating system components, including blockages, faulty radiators, valves, pumps, or accessories, through appropriate channels and service providers. Rapid Response’s liability and responsibility are strictly limited to the installation services provided and the related components directly involved in the installation process.
2. Payment:
Payment of the sum of money specified is immediately due upon completion of the installation. In the case of supply only goods payment is immediately due upon delivery / collection of the goods. The Company will accept payment upon completion by Cash or Bank transfer or the admin team can call and take payment over the phone.
Failure to make payment under the agreed terms (unless these terms are varied and agreed by both parties) invalidates the guarantee and you will be charged £75 admin fee for a late payment unless agreed with the company this must be agreed in writing.
2a. Payment: on installation sometimes we may require an electrician or other tradesperson to come back for finishing details, in the case of this scenario we require you the customer to pay the outstanding balance. For example your boiler has been fitted but you need an electrician Rapid Response Plumbing & Heating can book an electrician third party at a cost to the customer unless stated but you the customer will have to If the system has pre existing faults with the electrics or leaks in the pipework, Rapid Response Plumbing & Heating is not responsible to pay or book in additional work. Rapid Response Plumbing & Heating is not responsible to pay for any electricians or additional needed to carry out the installation. Rapid Response Plumbing & Heating are only responsible for the work
agreed in the quotation.
2b. When a customer accepts a quotation by replying to the email or paying a deposit they agree to pay the balance the same day of completion of work.
2c. Charges: If the customer cancels an appointment then the customer will be liable to be charged. If the customer cancels the appointment the customer must give at least 72 working hours between Monday to Friday notice but will still be charged an administration fee of up to 10% of the balance in full. If the customer does cancel within the 72 hour frame the customer will lose the full 25% deposit.
3. Ownership of goods:
The goods will remain the property of the Company until paid for in full. The company has the rights to remove the goods if failure to pay or start to charge interest on your payment up to 1% per day per day.
4. Additional Work:
The Customer is responsible for any removal and refitting of alarms/curtain/rails/cables/pipes/tiling/cupboards etc and re-decorating. Rapid Response Plumbing & Heating are not responsible for any removal of kitchen cupboards or any boxing in of the boiler. Rapid Response Plumbing & Heating is not responsible for decorating and cannot guarantee that the workstation will not be left with any marks or chips. No additional works will be carried out other than those agreed on this Contract or the quote. If any lintels, construction defects or latent
defects are found to be necessary during the course of the work which could not have been reasonably detected at survey, an additional quote will be submitted for acceptance by the Customer. It is the Customers’ responsibility to apply the finish to all woodwork used in the installation within a reasonable time of completion. When bricking up old flue holes Rapid Response Plumbing & Heating will do this to the best of their ability but as plumbers sometimes problems may occur depending on the type of brick in the property the customer may need to
supply the brick to match their property. The property will only be inspected around the proximity of the area immediately adjacent to each installation aperture. Structural integrity of the property is not assessed. Rapid Response Plumbing & Heating is not responsible for any existing pipework for radiators or gas appliances, upon carrying out inspection of the system the engineer will make the customer aware of any existing problems which can be discussed between both parties for a solution.
4b. Rapid Response Plumbing & Heating is not responsible for any existing pipework or structures or other working parts in place and will not be held liable if issues occur in the future other than what Rapid Response Plumbing & Heating has installed .
5. Installation/Supply Dates
We will make every effort to complete the work on time (or, if no date has been agreed, within a reasonable time from the date of your order) but we cannot be held responsible for delays due to weather, engineer illness or other circumstances beyond our control. In this case we will complete the work as soon as reasonably possible. If the customer is not happy about this we will offer £50 cashback or deduct £50 from the final balance. If the customer cancels the order an admin fee will be applied.
5a. Time shall not be the essence of the Contract, however where an installation must be finished for the Customer by a certain date Rapid Response Plumbing & Heating will state to the customer how long each installation will take but sometimes job can run over, please always allow 1 week, such a date must be expressly stated by the Company on the face of the Contract. For installed goods, the Customer must provide reasonable access to the property for installation to proceed: where this is withheld or delayed unnecessarily by the Customer, the Company shall give 14 day’s written notice. Should installation thereafter not be completed due to lack of access, then the Company will be entitled to charge for the cost of the materials, reasonable labour expended, 10% profit, 10% overhead. Such costing’s to be justified by the Company in writing.
6. Disputes and Remedies
Under the Consumer Rights Act 2015: As a Consumer, the goods supplied to you must be:- a) of a satisfactory quality, b) fit for the purpose you have made known to the Company, c) as described in a model or a sample. Also the installation must be done properly and to the standard of a reasonably competent tradesperson.
If the above rights are not met, you are entitled to certain forms of redress, as follows:-
Installation faults: The Consumer has a right to repair or replacement of the goods (including re-installation) and if this is ineffective, the right to a price reduction or the final right to reject. Any repairs to the installation or products will only be deemed ‘complete’ once the Company has indicated so in writing to the consumer. The customer needs to report this problem to Rapid Response Plumbing & Heating and give Rapid Response Plumbing & Heating the opportunity to come back and repair any works or corrections.
Product faults: The short term right to reject is not applicable to installed goods. Any faults arising in the products within the first 6 months must be shown as such by the Consumer, if so shown, the fault will be accepted as being present at the time of installation. It would be for the trader to rebut this assertion. Any faults arising in the products after 1 months of the installation, the Consumer must be able to prove that there is a fault and that the fault existed at the time of installation.
7. Statutory Rights:
The rights of the Customer shall generally be those as set out in the Consumer Rights Act 2015 and also within the common rights under English Contract Law. The foregoing terms and conditions do not seek to replace nor override any rights the Customer may have under the above statutes.
8. NOTICE OF RIGHT TO CANCEL (14 DAY COOLING OFF)
This must be put in writing 72 hours before install unless we will not accept it, you can still be charged an admin fee finance only.
For all distance or off-premises Contracts, the Customer may withdraw from the Contract without giving any reason within a 14 day period from when the Contract was signed.
Where a Customer is provided with a quote at home and later contacts the Company indicating their wish to proceed, no cancellation period is provided. Complete and detach confirming why you wish to cancel the contract.
9. Deposits
All deposits are paid into the set account given to you by Rapid Response Plumbing & Heating or taken over the phone. We request a 25 – 50% deposit on all jobs unless agreed with the company. All deposits are non refundable of the amount of up to 25% of the full balance unless for unforeseen circumstances or you cancel 72 hours prior to install.
10. Engineer Callouts
Rapid Response Plumbing & Heating requires a deposit of £75 for any call out under the agreement which is refundable if Rapid Response Plumbing & Heating are liable for the fault. All callouts to the customer are free of charge under the agreement with the warranty, this is only valid to customers who adhere to setting up the company service plan. All callout charges need to be paid before booking an engineer out. If the engineer on site finds the fault not to do with works carried out by the company then the customer will be liable to pay a callout fee of £75. If the customer takes their own action to try to rectify any problems they will be liable to pay the callout. The customer needs to call the 0800 046 7299 and report the problem and give Rapid Response Plumbing & Heating a time to come out and rectify any problems. Rapid Response Plumbing & Heating will address any problems within 24 hours and look to resolve any issues within 72 hours.
11. Engineers
We can confirm Rapid Response Plumbing & Heating do use some sub contracted engineers to carry out the works on our behalf who are all gas safe registered who all have their own public liability insurance.
11a if you ask any engineer to carry out any additional work that is not on this quote then we will not be held liable on their behalf you would need to address the issue with them directly and enter a new contract with them.
12. Responsible person at install
The customer agrees to have a responsible person present on the day of installation who is happy to make decisions in regards to the installation or liaising with the engineer on site.
12a The customer will notify Rapid Response Plumbing & Heating of any restrictions or changes to the property prior to installation. Which includes anything within a 30 metre radius of the property that may cause obstructions.
12b. The customer will make all clearances for the engineers on site within 20 steps of the property to make sure they have full access when moving goods in and out of the property. The customer will also make access to all radiators in the property failure to do this Rapid Response Plumbing & Heating will not be responsible for any air locking in the system and the customer will be charged a callout fee if this is the case.
13. Use of Data for Marketing
Rapid Response Plumbing & Heating has the right to use the details you provided for as marketing preferences otherwise stated by the customer.
14. Emergency Care Plan
All our lines are open between 9.30am – 5.30pm Monday to Thursday, 9.30am – 4.00pm Friday, 10.30am – 2pm Saturday and all lines are closed on a Sunday.
In case of an emergency please send a message to the advisor you have been dealing with and rapid response will get back to you as soon as possible.
Company Name: Rapid Response Plumbing and Heating Limited
Company Number: 15070797
Registered Office Address: The Owl Business Centre, Up Holland, Wigan WN8 0LW
By paying a deposit or agreeing to installation you as the customer agree to the terms and conditions of the contract stated in the quotation.