Yorkshire Green Heating — Terms & Conditions
Version: V8.0
Effective Date: 26 October 2025
Supersedes: V7.3 (05 July 2025)
1. Introduction
These Terms & Conditions (“T&Cs”) govern your relationship with Yorkshire Green Heating Ltd (“YGH”, “we”, “us”, “our”). They set out:
• the rules for using our services,
• what you can expect from us, and
• your rights and responsibilities as our customer.
By requesting a quote, booking a job, purchasing a service plan, or otherwise engaging with us, you agree to these T&Cs as well as our Website Terms of Use, Privacy Notice, Disclaimer, and Cookie Policy.
If you are unsure about anything in these T&Cs, we recommend seeking independent legal advice before engaging our services.
2. When These Terms Apply
• The latest version of these T&Cs applies to all engagements with us and replaces previous versions.
• We may update these T&Cs when we add services, adjust how we operate, or to comply with legal requirements.
• Continued use of our services after any update constitutes acceptance of the updated terms.
3. What We Mean by “Services”
We provide domestic-only plumbing & heating services, including but not limited to:
• Enquiries & estimates
• Quotes (fixed price or hourly)
• Installations
• Repairs & emergency call-outs
• Servicing (including annual boiler servicing)
• Landlord Gas Safety Records
• Guarantees and aftercare
4. Terminology & Partner Professionals
• “Customer”, “you”, “your”: The individual or organisation instructing us.
• “Services”: Defined in section 3.
• “Engineer”, “Tradesperson”, “Partner Professional”: A vetted professional appointed by YGH to carry out work under our standards.
Partner Professionals hold insurance and operate independently. You may contact them directly, but YGH may assign or decline jobs at our sole discretion.
5. Hourly-Rate Work & Call-Outs
• Labour is charged for time spent on your job, including reasonable time collecting necessary materials.
• A call-out fee applies once an engineer is dispatched; it includes travel and up to 1 hour on-site.
• Cancelling after dispatch may incur the full call-out fee (see section 11).
• Breaks are not chargeable.
• Extra charges may apply as per sections 6, 6.1, 11.1, 11.2, 13.4, and 17.1–17.2.
6. Fixed-Price Work & Estimates
• Written estimates are firm costs (except for manifest errors).
• Estimates may be revised if:
a) you request additional work,
b) material prices change,
c) further work is discovered,
d) an error is identified.
• Insurance reports: £30.
• Admin fee for re-issued landlord certificates/job sheets: £10.
• Only written estimates approved by an authorised representative are binding.
6.1 Service/Check Attendance Surcharge
If during a Gas Safety Check or boiler service we discover undisclosed faults/breakdowns, a £35 diagnostic surcharge applies to investigate and quote for repairs.
6.2 Maintenance Agreements
Maintenance agreements are subscription-based. They are not insurance policies. Repairs or replacements are performed at our discretion and charged accordingly unless covered under member discounts.
7. Offers & Incentives
• Offers are defined by their stated terms and may be amended or withdrawn at our discretion.
• Multiple offers cannot be combined unless explicitly stated.
7.1 Welcome Offer (Soft Opt-In)
• Requesting a quote triggers a one-time 10% Welcome Offer (labour only unless stated).
• Non-transferable, cannot be combined with other discounts, excludes plan fees.
• You may unsubscribe at any time.
8. Material Collection
• Non-stock item collection is chargeable; time will be kept reasonable.
• If collection exceeds 30 minutes, we will notify you.
• Only one engineer will leave site to collect parts.
9. Invoices & Payment
• A 50% deposit may be required for pre-booked jobs.
• Full payment may be required in advance.
• Cancellations after deposit payment may incur fees (see 9.1).
• Payment is due immediately upon invoice.
• Late invoices accrue 4% monthly interest over base rate.
• We may involve debt collection agencies after 30 days overdue.
• You are liable unless you disclose you act for a third party.
9.1 Administration Fees (Deposit/Failed Access)
• £50–£100: £25
• £100–£500: £100
• £500–£1,000: £250
• £1,000–£5,000: £500
• £5,000–£10,000: £1,000
9A. Marketing Emails (Soft Opt-In)
When you request a quote, you consent to receive emails about similar services under the soft opt-in rule. You may unsubscribe at any time.
10. Timekeeping
We aim to attend at the scheduled time but accept no liability for delays due to engineer availability or supplier issues.
11. Cancellation
• 48 hours’ notice required to avoid charges.
• Cancellations within 48 hours or after materials are ordered may incur full booking cost, materials, and admin fees.
• Additional rules apply to Service Plan members (see Section 12).
12. Boiler Service Plan — Membership Agreement
This is a boiler-only maintenance membership offering discounted services, priority access, and VIP booking windows. It is not insurance.
12.1 What’s Included
• One annual boiler service per membership year
• Priority response
• VIP booking access
• Member-discounted rates on labour & selected parts
12.2 What’s Not Included
• Repairs, breakdown work, parts, system flushes
• Non-boiler plumbing/heating work
• Specialist appliances or thermal stores (service at our discretion)
• Pre-existing faults, sludge/scale damage, user error
12.3 Eligibility & Start Date
Membership begins on the first successful payment and continues monthly until cancelled.
12.4 Pricing & Changes
Membership fees are monthly. We may update membership pricing or benefits with 30 days’ notice.
12.5 Booking Your Annual Service
• You will be offered priority dates.
• Missing two offered windows may result in lower booking priority.
• Failed access charges apply per section 9.1.
12.6 Cancellation (Membership)
• You may cancel with 30 days’ notice after the first 3 full months.
• If you cancel after receiving your annual service within the first 6 months, we may charge the full non-member rate minus membership payments received.
• We may cancel for non-payment, misuse, unsafe conditions, or behaviour towards staff.
12.7 Fair Use
Fair use applies to VIP slots and priority response to ensure equitable service for all members.
12.8 90-Day Qualification Window (Mandatory Clause)
To maintain fairness for all members:
• All included services (annual boiler service or Gas Safety Check) become eligible only after 90 consecutive days of membership (three successful monthly payments).
• Any service booked or carried out within the first 90 days is fully chargeable at standard rates.
However:
Members still receive their discounted labour rate during this period.
12.9 First Service Rule
• If your first annual service is carried out within the first 90 days of membership, it is chargeable at standard rate minus your member discount.
• After the 90-day period, your included annual service entitlement activates.
12.10 Early Booking Restriction
• Annual services may only be booked within 30 days of their due date unless we explicitly authorise otherwise.
• Gas Safety Checks booked early by customer choice remain chargeable if booked within the 90-day window.
12.11 Missed Payments
• Missing payments pauses benefits and may restart the 90-day qualification period.
• Continued non-payment may result in cancellation.
13. 12-Month Workmanship Guarantee — Activated by Feedback
Your guarantee activates once you leave feedback on a recognised platform (Checkatrade, Google, TrustPilot, Facebook).
13.1 Covered
• Workmanship issues caused by services we performed.
13.2 Not Covered
• Parts/materials (manufacturer warranty applies), third-party interference, misuse, sludge/scale, poor water quality.
13.3 Summary
Feedback activates your guarantee for transparency and accountability.
14. Liability
• We are not liable for delays, supplier issues, or events outside our control.
• We are not liable for pre-existing faults, structural weaknesses, or damage arising from required access (e.g., lifting floors, removing panels).
• We are not liable for losses arising from missed appointments, customer miscommunication, or use of customer-supplied parts.
• Nothing excludes liability for death or injury caused by our negligence.
15. Title to Goods
• Title to supplied parts or materials remains with YGH until paid in full.
• If payment is not made, we may recover supplied goods from the property.
• Risk transfers to you once installed or delivered.
16. Treatment of Staff & Safety Conditions
• Abusive, aggressive, or unsafe behaviour may result in immediate withdrawal of service.
• Engineers may refuse to work in unsafe environments (e.g., structural issues, hazards, infestations).
• We reserve the right to refuse service where safety is compromised.
17. Access Requirements
• You must ensure safe access to the property, boiler, consumer unit, stop taps, loft, or any required location.
• Charges may apply if access is unavailable or unsafe (see 9.1).
• We are not responsible for reinstatement of carpets, flooring, boxing, or cosmetic finishes removed for access.
18. Website, Digital Content & Documents
• Digital documents (certificates, reports, service records) are provided electronically.
• We are not liable for delays caused by email delivery issues outside our control.
• Website content is provided “as is” and may change without notice.
19. General Terms
• If any clause is deemed unenforceable, the rest remain valid.
• You may not transfer your rights under these T&Cs without our consent.
• We may assign our rights to reputable partner professionals or contractors.
• Headings are for reference only and do not affect interpretation.
20. Governing Law
These T&Cs are governed by the laws of England and Wales.
Any disputes will be handled through appropriate UK dispute resolution channels.
