Terms and Conditions
Included in this terms and conditions page are:
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Our general Term and Conditions
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Our policy on fitting equipment supplied by customers
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Our cancellation and right to waiver policy
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Our system flushing disclaimer
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Priority Customer Service Package Terms and Conditions
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Introduction – These are Hawley Property Services Ltd Installations Terms and Conditions.
They tell you:
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The rules for using our services
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What you can expect from Hawley Property Services Ltd Installations
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Your rights and responsibilities
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When These Terms Apply
Please ensure you read these terms before using our services. By using our services, you are agreeing to these terms.
The latest version always applies, and we’ll usually only make updates when we offer a new service, change how we provide a service, or have to comply with a new legal requirement.
What Do We Mean by “Services”?
Anything offered by, Hawley Property Services Ltd across all the trades we cover (Plumbing, Heating, Boilers and Emergencies)
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Enquiries
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Estimates
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Project Work
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Installations
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Repairs
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Emergency Call Outs
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Servicing
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Guarantees
Terminology
For the purpose of these terms and conditions the following words have the following meanings:
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"Us/We/Our” refers to Hawley Property Services Ltd “You” refers to you: the customer (the person or organisation for whom we agree to carry out work and/or supply or materials).
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“Trades person/tradespeople” refers to the representative(s) appointed by us to carry out work.
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We reserve the right to refuse or decline to undertake any work. We reserve the right, at our absolute discretion, to designate the tradesperson/tradespeople who will represent us.
Material Collection
Collection of non-stock items is chargeable, however:
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Time taken will be kept to a minimum and within reason.
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If the collection time is likely to exceed 45 minutes you should be additionally informed of the circumstances.
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Only one tradesperson is permitted to leave the job to collect required materials/parts.
Invoices & Payment
Upon your agreement for us to carry out estimated or pre-booked work, a deposit payment may be required of the total materials cost or at least 50% of the total job cost, (whichever is higher), is payable immediately. We reserve the right to request full payment in advance at our discretion.
Should the deposit be delayed in being transferred and Hawley Property Services Ltd longer has the dates available, then alternatives dates will be booked or the deposit will be returned.
Upon completion of work you will be invoiced, for which payment is due on receipt. Hawley Property Services Ltd reserves the right to accrue and charge interest on any part of an invoice which remains unpaid at a rate of 4% over the base rate until payment is received by us in full.
You accept sole liability to make payment in full.
For all non payments Hawley Property Services will try to recover any outstanding balance and may instruct a collection agency to act on our behalf, any fees this may incur will be passed onto the debtor.
Timekeeping
Where the date and/or time for work to be carried out is agreed, we will use reasonable endeavour to ensure that the tradesperson attend accordingly. We accept no liability in respect of the non-attendance or late-attendance on site of the tradesperson, or for the late or non-delivery of materials.
We offer time slots with a 4-hour window to ensure our engineers can complete jobs in the one visit. We will however contact you at least 30 minutes prior to arrival to minimise inconvenience to you.
We will not be liable for any delay, or for the consequences of any delay, in performing any of our obligations if such delay is due to any cause beyond our reasonable control, and we will be entitled to a reasonable extension of the time for performing such obligations.
Cancellation
If you need to cancel (or rearrange) your booking, you must notify us (preferably by telephone) 48 hours before the scheduled booking. Cancellations made further in advance should also be made by telephone, and you should request written confirmation from us, so that you are not liable to be charged.
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. If the booking is made and to start inside of fourteen (14) days then the customer waivers this right.
If you cancel your instructions more immediately prior to work being carried out, or materials being supplied, you will be liable for the cost of any time and materials incurred by us, together with the profit that would have been made by us, in accordance with the original instructions.
Satisfaction
Hawley Property Services Ltd committed to providing professional, top quality service to every customer. If, after we have carried out the work, you are not wholly satisfied with our service(s) you must provide us with written notice within 12 months. You must allow us, and our insurers, the opportunity to both inspect and carry out remedial work where appropriate. If you fail to notify us, as outlined above, then we will not be liable in respect of any defects in the work carried out.
Guarantee
For your peace of mind, we provide a 12 month guarantee on labour carried out by, Hawley Property Services Ltd respect of faulty workmanship only. This is active from the date of completion of work, in addition to any manufacturer’s warranty/warranties.
The guarantee will become null & void if the work/appliance completed/supplied by us is:
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Subject to misuse or negligence.
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Repaired, modified or tampered with by anyone other than Hawley Property Services Ltd. We will accept no liability for, or guarantee suitability, materials supplied by you & will accept no liability for any consequential damage or fault.
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We will not guarantee any work in respect of:
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Blockages in waste or drainage systems.
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Any work undertaken on instruction from you and against the written or verbal advice of the tradesperson.
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Work is only guaranteed in respect of work directly undertaken by us and full payment having been made. Any non-related faults arising from recommended work which has not been undertaken by us will not be guaranteed.
Where we agree to carry out work on installations of inferior quality (or over ten years old) no warranty is given in respect of such work and we accept no liability in respect of the effectiveness of such work or otherwise.
Liability
We will only be liable for rectifying our own guaranteed work, and will not be held responsible for any ensuing damage or claims resulting from other work overlooked or subsequently requested and not undertaken at the time.
We will not be held liable or responsible for any damage or defect resulting from work not fully guaranteed, or where recommended work has not been carried out. Work will not carry a guarantee where you have been notified by the tradesperson either verbally or in writing.
We shall not be held responsible for electrical faults occurring on the boiler during a routine service or repair. It is a common and well documented problem across the industry that some boilers malfunction when the power supply has been interrupted, unfortunately we have to isolate the electrical supply for health and safety reasons when carrying out these tasks.
We shall not be held liable for any delay, or consequences of any delay, in performing our obligations if such a delay is due to any cause beyond our reasonable control and we shall be entitled to reasonable time extensions.
We will be entitled to fully recover the costs or damages from any tradesperson whose negligence or faulty workmanship makes us liable to pay for those damages or rectification of work.
You will be solely liable for any hazardous situation in respect of the Gas Safe Regulations or any Gas Warning Notice issued by Hawley Property Services Ltd operate under their own individual Gas Safe Registration and, as such, are solely responsible for any gas related work and subsequent liability.
Existing pipe work. We will not be liable for any fault occurring on existing pipe work which may be attributed to works carried out on a new installation. Problems occurring when pressurising an existing system may cause valves or components to fail. Existing system pipe layouts may not be suitable to modern conversions these may require addition work to rectify. In such cases we will quote for the additional works to be carried out.
Title to Goods
Goods supplied and delivered by us to you, or your premises, shall remain our property until paid for by you in full. Whilst goods remain our property we have the absolute authority to:
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Retake, sell or otherwise deal with or dispose of all or any part of these goods.
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Enter any premises, at any time and without notice, in which goods or any part thereof is installed, stored or kept, or is reasonably believed so to be.
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Seek a court injunction to prevent you from selling, transferring or otherwise disposing of such goods.
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The risk in such goods will pass to you on delivery to you. You must insure them at replacement value, and if asked you must produce evidence that they are properly insured.
The customer holds no right to withhold any tools or materials brought onto the premises. They must be made available immediately or legal proceedings will be brought to retrieve these items, for which the customer will be fully liable, including loss of earnings.
General
These terms and conditions may not be released, discharged, supplemented, interpreted, varied or modified in any manner except by an instrument in writing signed by a duly authorised representative and you. Our terms and conditions will prevail over any terms and conditions used by you or contained, set out or referred to in any documentation sent to us by you. By entering into a contract with us you agree irrevocably to waive the application of any of these terms and conditions.
These terms and conditions, and all contracts awarded between us and you, shall be governed and construed in accordance with English Law and shall be subject to the exclusive jurisdiction of the English Law.
Our policy on fitting equipment supplied by customers
We prefer to supply our own materials in order to ensure that we meet our customers expectations of high quality, trouble free installation or repair.
We apply a mark-up to materials we supply. This mark-up covers a whole range of ancillary services which we appreciate are not always uppermost in customers minds when comparing quotes.
We understand that when budgets are tight it can be tempting to look for “bargains” online and then engage a tradesperson on a labour only basis to fit these goods.
Whilst we are prepared to work with either system, experience suggests that it is important to be clear from the very start where potential pitfalls can be hidden and where “saving money” may turn out to be a very expensive option. We regret that we are not able to accept any costs arising from delays, faults, incomparability or other problems arising from materials not supplied by ourselves.
We will only provide genuine, high quality materials and parts from reputable suppliers who offer enforceable warranties and who have a track record of supplying good service.
In our experience this greatly reduces project delays, stress and worry.
The table below illustrates some of the issues that our experience suggests may arise, and what the cost implications might be to you.
We will not be liable for faulty goods supplied by the customer, should a fault develop with materials/appliances supplied by the customer we will quote to repair/replace said item.
Materials/Appliances supplied by us will have a 12 mnth warrantee.
System Flushing Disclaimer
System flushing is the fastest and most effective way to clean heating systems, and involves minimal disruption and dismantling. We use purpose built power flushing pumps/mains flushing units/MagnaCleanse units designed to cure the circulation and boiler noise problems caused by accumulations of sludge, corrosion deposits and scale which are found in most ageing central heating systems. The flushing unit is temporarily connected into a heating system during the process. The high water velocity, and/or pressures combined with instantaneous flow reversal, dislodges and mobilises sludge and corrosion deposits.
Whilst these occurrences are very rare, customers need to be aware that:
A system flush can be extremely effective in cleaning systems that have corrosive problems, but not as a result of a design fault, we strongly recommend that any such design faults be rectified before flushing commences. The success of a flush will depend on the level of heating system corrosion which has occurred beforehand. The process will cure most circulation problems, but cannot undo the corrosion and gradual decay that has led to the need to flush the system.
Whilst it is rare for a heating system to experience leaks after the flush process, it is not possible to inspect a system internally beforehand, and the need to use a flushing and dispersing chemical for effective cleansing means that occasionally we may find a leak. The advanced stage of corrosion required for such a situation means that the leak would have occurred imminently even without a flush. We believe that it is better that it occurs whilst we are present to remedy the problem, rather than for it to arise over a weekend or whilst the house is unoccupied.
Systems which have been neglected over a period of time, or have not been treated with an effective corrosion inhibitor, may have severely compacted corrosion debris, in the pipe work, radiators, or boiler, and it is possible that even after the flush, some radiators may still not be fully effective, or boilers on the margin of failure may cease working due to sludge and debris later breaking loose and collecting in the heat exchanger.
The prices quoted allows for the flush only, and if any of the above or further problems arise during or after the flush then any additional work required would be carried out at an additional cost.