Terms of Service

1. Introduction

Welcome to Integrity Plumbing & Heating. These Terms of Service ("Terms", "Terms of Service") govern your use of our website and the services we provide.

Company Details:

• Trading Name: Integrity Plumbing & Heating
• Address: 31 Elmlea Avenue, Fremington, Barnstaple, Devon, EX31 3DF, United Kingdom
• Telephone: 07830 126923
• Email: dean@integrityplumbing.co.uk
• Website: www.integrityplumbing.co.uk

By accessing our website or engaging our services, you agree to be bound by these Terms. If you disagree with any part of these Terms, please do not use our website or services.

2. Definitions

For the purposes of these Terms:

• "Company", "we", "us", "our" refers to Integrity Plumbing & Heating
• "Customer", "you", "your" refers to the individual or entity using our services
• "Services" refers to air source heat pump installation, servicing, maintenance, and related plumbing and heating services
• "Website" refers to www.integrityplumbing.co.uk
• "ASHP" refers to Air Source Heat Pump systems
• "Quote" refers to our written estimate for services
• "Contract" refers to the agreement formed when you accept our quote

3. Website Use

3.1 Acceptable Use

You may use our website for lawful purposes only. You agree not to:

• Use the website in any way that violates any applicable law or regulation
• Engage in any conduct that restricts or inhibits anyone's use of the website
• Attempt to gain unauthorised access to any part of the website
• Use any automated system or software to extract data from the website
• Transmit any viruses, malware, or harmful code
• Impersonate or attempt to impersonate the Company or another user
• Use the website to transmit spam or unsolicited communications

3.2 Intellectual Property

All content on this website, including text, graphics, logos, images, and software, is the property of Integrity Plumbing & Heating or its content suppliers and is protected by UK and international copyright laws.

You may view, download, and print pages from the website for your personal, non-commercial use, subject to the restrictions set out in these Terms.

3.3 Information Accuracy

We strive to ensure that information on our website is accurate and up-to-date. However, we do not warrant that:

• The website will be constantly available or available at all
• The information on the website is complete, accurate, or current
• The website will be free from bugs, viruses, or errors

4. Quotations and Pricing

4.1 Obtaining a Quote

All quotations are provided free of charge and without obligation. To receive an accurate quote, you must provide complete and accurate information about your property and requirements.

4.2 Quote Validity

Written quotations are valid for 30 days from the date of issue, unless otherwise stated. After this period, we reserve the right to revise pricing.

4.3 Quote Accuracy

Quotations are based on the information provided by you and our site survey (where conducted). If actual conditions differ materially from those described, we reserve the right to revise the quotation accordingly.

4.4 Price Variations

Prices may be subject to variation in the following circumstances:

• Changes to the scope of work requested by you
• Additional work required due to unforeseen circumstances
• Changes in VAT or other applicable taxes
• Increases in material or labour costs (for quotes not accepted within validity period)
• Requirements for additional permits or approvals

Any price variations will be communicated to you in writing before proceeding with additional work.

4.5 What's Included

Our quotations typically include:

• Air source heat pump equipment and associated materials
• Labour for installation
• MCS certification (where applicable)
• System commissioning and testing
• Customer handover and training
• Manufacturer's warranty registration
• Building control notification (where required)

4.6 What's Not Included

Unless specifically stated in your quotation, the following are not included:

• Structural modifications to your property
• Electrical upgrades beyond the heat pump circuit
• Remedial work to existing heating systems
• Removal and disposal of existing heating equipment
• Redecoration or making good (beyond immediate installation area)
• Ground source pipework or boreholes
• Planning permission applications (if required)

5. Service Contracts and Acceptance

5.1 Contract Formation

A contract is formed when:

1. You accept our written quotation (verbally, in writing, or by email)
2. You pay any required deposit
3. We confirm acceptance of your order in writing

5.2 Deposits

We may require a deposit before commencing work, typically:

• Standard Installations: 30-50% of the total quotation
• Large Projects: Up to 50% of the total quotation
• Bespoke Equipment: 50% or full payment on order

Deposits are non-refundable once equipment has been ordered or work has commenced, except as provided under your statutory rights.

5.3 Payment Terms

Unless otherwise agreed in writing:

• Deposit payment is due upon acceptance of quotation
• Balance payment is due upon completion of installation
• Payment must be received before we leave site
• We accept bank transfer, card payments, and cash
• Cheques must clear before final sign-off

5.4 Late Payment

If payment is not received when due:

• We reserve the right to charge interest at 8% per annum above the Bank of England base rate
• We may suspend or terminate any warranty or maintenance obligations
• We may pursue debt recovery, and you will be liable for all associated costs

6. Installation and Service Delivery

6.1 Site Survey

Before installation, we will conduct a site survey (if not already completed). You must:

• Provide full access to relevant areas of your property
• Disclose any known issues with your property or existing systems
• Inform us of any pets or security systems
• Notify us of any vulnerable occupants

6.2 Installation Timescales

We will provide estimated installation dates in writing. Whilst we make every effort to meet these dates, they are estimates only and not guaranteed.

We are not liable for delays caused by:

• Adverse weather conditions
• Equipment delivery delays from manufacturers
• Third-party delays (Building Control, DNO, etc.)
• Unforeseen site conditions
• Your unavailability or access issues
• Force majeure events

6.3 Access Requirements

You must provide:

• Clear, safe access to all work areas
• A suitable parking space for our vehicle
• Access to mains water and electricity
• A secure area for storing tools and materials
• Information about any hazardous materials (e.g., asbestos)

6.4 Site Preparation

Before we arrive, you should:

• Clear the work area of furniture and valuables
• Ensure pets are secured
• Protect fragile items
• Remove valuable items from the loft (if applicable)
• Inform us of any known issues or hazards

6.5 Changes During Installation

If unforeseen circumstances arise during installation, we will:

• Inform you immediately
• Provide a written variation quote
• Await your approval before proceeding
• Document all changes in writing

6.6 Completion and Sign-Off

Upon completion, we will:

• Commission and test the system
• Provide full handover training
• Supply all relevant documentation (MCS certificate, warranty, manuals)
• Request your signature on completion certificate
• Answer any questions about system operation

7. Customer Responsibilities

7.1 Information Accuracy

You must provide accurate and complete information about:

• Your property type, age, and construction
• Current heating system and fuel type
• Insulation levels and energy performance
• Any property defects or issues
• Listed building or conservation area status
• Any planning restrictions

7.2 System Operation

After installation, you are responsible for:

• Operating the system in accordance with manufacturer instructions
• Maintaining adequate heating levels to prevent freezing
• Reporting any faults or unusual operation promptly
• Not attempting repairs or modifications yourself
• Keeping the outdoor unit clear of obstructions
• Maintaining adequate ventilation around equipment

7.3 Regular Maintenance

To maintain your warranty, you must:

• Arrange annual servicing by a qualified engineer
• Keep service records
• Report any issues promptly
• Use only approved parts and refrigerants

8. Warranties and Guarantees

8.1 Manufacturer's Warranty

All equipment is covered by the manufacturer's warranty, typically:

• Heat Pump Unit: 5-7 years (varies by manufacturer)
• Parts: 2-5 years
• Labour: 1-2 years (if included)

Manufacturer warranties require:

• Professional installation by MCS-certified installer
• Annual servicing
• Correct system operation
• Registration within specified timeframe

8.2 Installation Warranty

We provide a 12-month installation warranty covering:

• Workmanship and installation quality
• Pipework and fittings we install
• Electrical connections
• System commissioning

Our installation warranty does not cover:

• Equipment failures (covered by manufacturer)
• Damage caused by misuse or neglect
• Normal wear and tear
• Issues caused by third-party modifications
• Damage from external factors (freezing, lightning, etc.)
• Pre-existing property defects

8.3 Warranty Claims

To make a warranty claim:

1. Contact us immediately when you notice a fault
2. Provide details of the issue and when it started
3. Allow us reasonable time to inspect and assess
4. Provide proof of purchase and installation
5. Demonstrate regular maintenance (if applicable)

8.4 Warranty Exclusions

Warranties are void if:

• The system has been modified by unauthorised persons
• Incorrect or incompatible parts have been used
• Annual servicing has not been carried out
• The system has been subjected to misuse or abuse
• Payments are outstanding

9. Liability and Insurance

9.1 Our Liability

We have full public liability insurance and professional indemnity insurance.

We are liable for:

• Death or personal injury caused by our negligence
• Fraud or fraudulent misrepresentation
• Breaches that cannot be excluded by law
• Damage to your property caused by our negligence

9.2 Limitations of Liability

Subject to the above, our total liability is limited to the total price paid for the services.

We are not liable for:

• Indirect or consequential losses
• Loss of profits, revenue, or business
• Loss of anticipated savings
• Loss of data or information
• Delays caused by factors outside our reasonable control
• Pre-existing defects in your property
• Issues with systems or equipment we did not install

9.3 Your Insurance

You should:

• Inform your home insurance provider of the installation
• Ensure adequate cover for the new equipment
• Check your policy covers air source heat pumps
• Maintain insurance throughout the system's lifetime

10. Cancellation and Returns

10.1 Your Right to Cancel (Consumer Contracts Regulations)

If you are a consumer, you have the right to cancel within 14 days from the date of contract formation, provided:

• You notify us in writing of your cancellation
• Work has not yet commenced
• Equipment has not been ordered

10.2 Cancellation After Work Commences

If you specifically request work to begin within the 14-day cooling-off period, you waive your right to cancel without charge. If you subsequently cancel:

• You will be charged for work completed
• You will be charged for materials ordered
• Deposits paid are non-refundable

10.3 Cancellation by Us

We reserve the right to cancel the contract if:

• You fail to provide access as agreed
• You fail to make payment when due
• Site conditions make installation unsafe or impractical
• Required permissions or approvals are not obtained
• You provide false or misleading information

If we cancel for reasons within your control, deposits paid are non-refundable.

10.4 Force Majeure

Neither party is liable for failure to perform due to circumstances beyond reasonable control, including:

• Natural disasters
• Pandemics or public health emergencies
• Government restrictions
• Labour disputes
• Material shortages

11. Complaints Procedure

11.1 Making a Complaint

If you're unhappy with our service:

1. Contact us immediately – Call Dean on 07830 126923 or email dean@integrityplumbing.co.uk
2. Provide details – Explain the issue clearly with relevant dates and details
3. Allow investigation – We'll investigate and respond within 14 days
4. Propose resolution – We'll suggest a fair resolution

11.2 Dispute Resolution

If we cannot resolve your complaint:

• You may refer the matter to alternative dispute resolution
• For MCS installations, you may contact the MCS dispute resolution service
• You may seek legal advice or take legal action

11.3 Your Statutory Rights

These Terms do not affect your statutory rights, including rights under:

• Consumer Rights Act 2015
• Consumer Contracts Regulations 2013
• Consumer Protection Act 1987
• Supply of Goods and Services Act 1982

12. Government Schemes and Grants

12.1 Boiler Upgrade Scheme (BUS)

We can assist with applications to the Boiler Upgrade Scheme, where eligible. Please note:

• Eligibility is determined by government criteria
• We cannot guarantee grant approval
• Grant funding is subject to availability
• You must meet all scheme requirements
• Installation must comply with MCS standards

12.2 Grant Application Assistance

If we assist with grant applications:

• You must provide accurate information
• You are responsible for eligibility criteria
• Payment may be required even if grant is refused
• Grant funds are paid directly to us by the scheme administrator

13. Data Protection and Privacy

We collect and process your personal data in accordance with UK GDPR and the Data Protection Act 2018.

For full details on how we handle your data, please read our Privacy Policy.

Key points:

• We collect only necessary personal information
• Data is stored securely and processed lawfully
• You have rights to access, correct, or delete your data
• We do not sell your data to third parties

14. Intellectual Property

All intellectual property rights in materials, designs, specifications, and documentation provided by us remain our property unless specifically agreed otherwise in writing.

You may not:

• Reproduce our designs for other projects without permission
• Share our quotations with competitors
• Use our trade names, logos, or branding without consent

15. General Terms

15.1 Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions remain in full force and effect.

15.2 Waiver

Failure to enforce any right or provision does not constitute a waiver of that right or provision.

15.3 Assignment

You may not assign or transfer your rights under these Terms without our written consent. We may assign our rights to another entity with notice to you.

15.4 Entire Agreement

These Terms, together with our quotation and any written variations, constitute the entire agreement between parties.

15.5 Third Party Rights

These Terms are for the benefit of the parties only and do not confer rights on third parties under the Contracts (Rights of Third Parties) Act 1999.

15.6 Governing Law

These Terms are governed by English law. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

15.7 Language

These Terms are drafted in British English. In case of any discrepancy between versions, the British English version prevails.

16. Changes to These Terms

We reserve the right to modify these Terms at any time. Changes will:

• Be posted on this page with an updated "Last Updated" date
• Take effect immediately upon posting
• Not affect existing contracts unless mutually agreed

Continued use of our website or services after changes constitutes acceptance of the modified Terms.

17. Professional Standards and Certifications

17.1 Our Certifications

We maintain the following certifications and memberships:

• MCS Certification: Microgeneration Certification Scheme certified installer
• Gas Safe Register: Registered for gas work
• Heat Geek: Certified heat pump installer
• Public Liability Insurance: Fully insured

17.2 Compliance

All work is carried out in compliance with:

• UK Building Regulations (Part L, Part P, etc.)
• MCS installation standards
• Manufacturer installation guidelines
• British Standards and industry codes of practice
• Health and Safety legislation

18. Contact Information

If you have any questions about these Terms of Service, please contact us:

We aim to respond to all enquiries within 48 hours.