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Repair Call Out Terms & Conditions

Repair Call Out

A repair call out is a visit by a Gas Safe registered engineer to diagnose and, where possible, repair a fault with your boiler or heating system. The call out fee covers the engineer's attendance, diagnosis of the issue, and if the repair can be completed without requiring replacement parts, the repair work itself.

Repair call out appointments are available during our operating hours of 8:00 AM to 6:00 PM, Monday to Saturday. The duration of the visit depends on the nature of the fault, but typically takes between 30 to 90 minutes to complete the diagnosis and any applicable repairs.

We will only provide repairs on products correctly installed. We will not perform any work on any aspect of your heating system outside of the defined scope of the repair call out.

1. Scope of Repair Call Out

The call out fee covers:

  • Engineer attendance at your property
  • Diagnosis of the reported fault or issue
  • Repair work that can be completed without requiring replacement parts
  • Basic adjustments, cleaning, or resetting of components where applicable
  • Written confirmation of work completed via email or left at the property

If the engineer determines that replacement parts are required to complete the repair, they will provide you with a quote for the additional work. The engineer attending is a subcontractor of iHeat and operates independently. If you agree to proceed with the quoted repair work, this will form a separate contract between you and the engineer. iHeat is not a party to this agreement and accepts no liability for any work, advice, or actions taken by the engineer in relation to parts replacement or additional repair work beyond the initial call out scope.

Replacement Boiler Option

If you choose to replace your boiler with iHeat, the call out fee will be refunded to you. Additionally, a discount may be offered toward the price of the replacement boiler installation. The terms of any replacement boiler installation will be governed by separate terms and conditions.

2. Exclusions

Whilst not an exhaustive list, the following are not included in the repair call out:

  • Workmanship warranties for repairs that don't involve replacing parts.
  • Replacement parts or components required to complete the repair.
  • Repairs that require parts to be ordered and fitted at a later date.
  • Boiler replacements or upgrades.
  • Issuing Gas Safety Certificates (CP12s) unless specifically purchased prior to the visit.
  • Safety checks of Gas Hobs or Fires, unless specifically purchased prior to the visit.
  • Maintenance on external system components such as radiators, pipework, pumps, valves, filters, storage tanks.
  • Boiler de-scaling, chemical cleansing, or flushing.
  • Bleeding/purging of fuel supply pipelines.
  • Any pipework, components, or accessories that are inaccessible due to being boxed in, buried, or otherwise concealed.
  • Repairs to boilers that are not installed in compliance with Gas Safe regulations.

3. Eligibility and Access

The repair call out is available to owners or authorised tenants of residential properties within the United Kingdom.
You must provide safe and unobstructed access to the boiler, associated pipework, flue, gas meter, and fuel & water supplies.
The property must have adequate gas supply.
The water stopcock must be fully operational and in proper working condition.
Boilers located in lofts must meet official safety regulations, including a fixed light, a fixed ladder, and a boarded working area.
The attending engineer will be a bona-fide subcontractor operating independently with their own liability insurance. We do not accept liability for any work, advice, or actions taken outside the defined scope of this repair call out, including any additional work agreed directly with the engineer.

4. Customer Obligations

A suitable adult (aged 18 or over) must be present during the repair call out.
You are responsible for obtaining landlord consent if applicable.
You must provide the boiler's documents including the benchmark sheet, servicing history and the operating manual at the time of the visit if available.
You are responsible for ensuring that our engineer can gain safe and unobstructed access to the products.
You must also make adequate provision for the visual inspection of flues in voids, gas meters and fuel supplies.
Provide a safe and smoke-free (including vaping) environment for our engineer while they carry out the repair. Additionally, children and pets must be kept away from the work area to ensure the safety of both the engineer and those present in the property.
If the engineer deems the working environment unsafe, the repair call out will be aborted at the discretion of the engineer and no refund will be given.
Provide free, legal and safe parking within a 30 meter distance of your property, failure to provide this may result in an aborted repair call out and a cancellation fee.

5. Scheduling

Repair call out appointments can be scheduled during our operating hours. We will provide you with an estimated time of arrival where possible.
If you are unable to provide access on the scheduled date, you must notify us by 12 noon the day before to reschedule. Failure to notify us in time or failure to provide access will result in a cancellation fee.
If an estimated time of arrival has been confirmed and no one is available to grant access to the property, our engineer will take a photograph of the door as proof of attendance before leaving the site.
You will need to contact us to re-schedule the appointment and a cancellation fee will apply.

If we cannot Repair your product

If, upon attending the property, we determine that the boiler is unsafe or not installed in compliance with Gas Safe regulations, we are required to turn off the gas supply for safety reasons. It must not be reinstated until corrective actions have been completed by a qualified Gas Safe engineer. We are not responsible for any unauthorised attempts to restore gas supply.

If the boiler is inaccessible, or if the fault cannot be diagnosed or repaired within the scope of the call out (for example, if replacement parts are required), we will not be able to complete the repair during the initial visit.

In all cases, the engineer will advise you on a course of action. Any advice is done so on good faith and should be confirmed by a qualified third party before such works are undertaken. If the engineer does not complete the repair, you will still be charged the call out fee for the diagnosis and attendance.

6. Payment Terms

The call out fee is quoted at the time of booking and includes VAT unless otherwise stated. Payment is required when booking.

Non-Payment and Debt Recovery

If you fail to make a payment on your account, the following steps will be taken:

  • You will receive automated email reminders prompting you to contact us to settle the outstanding balance.
  • Our in-house collections team will attempt to reach you via phone to discuss the missed payment.
  • If the issue remains unresolved, your details may be passed to an external credit control agency to recover the outstanding balance on our behalf.

If payment remains outstanding, we reserve the right to terminate your contract. In such cases, the remaining balance of your agreement will become immediately payable, and legal recovery actions may be initiated. Late payments will incur interest at 4% above the Bank of England's base rate, calculated daily, until the full outstanding amount is settled.
If we agree to refund you any money you have paid, please allow up to 14 working days for your refund to be processed.

7. Liability

We will not be responsible for any indirect losses, including but not limited to warranty/guarantee invalidation, property damage, business interruptions, loss of earnings, or any inconvenience arising from delays, cancellations, or rescheduling.

We are not liable for damage caused by external factors, including weather conditions, accidents, or tampering.

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products.

8. Subsequent Faults and Damage

Any pre-existing faults or damage are excluded from liability. If your central heating system experiences a fault after we have completed the repair call out, we will not be responsible for the cost of repairs or part replacements, unless we have worked in a negligent way that caused the fault.

Our liability is limited to the cost of the repair call out provided.

Any requests or agreements made directly with the attending engineer that fall outside the scope of this agreement (including any work requiring replacement parts) will be considered a separate arrangement between you and the engineer. The company holds no responsibility whatsoever, for any additional work, commitments, or agreements made beyond these outlined repair call out terms.

9. Your Right to Cancel

Cancellations must be made by 12:00 PM (noon) on the day prior to the scheduled appointment. Failure to cancel within this timeframe will result in a cancellation fee. Cooling off period - The 14-day cooling-off period applies only to bookings where no services have yet been performed. If the repair call out is completed within this period, cancellation rights do not apply.

You can notify us of your cancellation via:

If cancellation occurs after we have already begun providing the service, you will be responsible for covering any reasonable costs incurred up to that point, including work already completed.

10. Our Right to Suspend or Cancel Services

If we determine that proceeding with the repair call out poses a safety risk or if we encounter an unexpected regulatory compliance issue, we reserve the right to cancel the service. In such cases, a cancellation fee may still apply if:

  • The boiler has been installed in a location that is now inaccessible
  • If the working environment is deemed unsafe or unsuitable by our engineer (e.g., the presence of aggressive pets, smoking indoors, or abusive/threatening behavior).
  • Our engineer is unable to legally or safely park within a reasonable distance of your property on the scheduled service date.
  • Access to your property is not granted at the agreed appointment time.
  • Payment for the service has not been received when due.
  • You fail to provide essential information or documentation required for us to carry out the service within a reasonable timeframe.
  • You breach any of these Terms and do not rectify the issue within a reasonable period.
  • You do not comply with the manufacturer's guarantee terms and conditions

If the service is cancelled under these circumstances, we reserve the right to apply a cancellation fee. If cancellation occurs after the service has started, no refund will be issued.

11. Unforeseen Circumstances and Force Majeure

If we are unable to attend due to unforeseen circumstances, we will reschedule the appointment at the earliest available date. We do not provide compensation for delays or rescheduling.

While we strive to meet all scheduled appointments, there may be instances where factors beyond our control prevent us from doing so. These may include, but are not limited to, unforeseen engineer illness or injury, transportation issues, traffic delays, extreme weather conditions, natural disasters (such as floods, droughts, earthquakes), pandemics, government-imposed restrictions, strikes, supply chain disruptions, or utility failures.

Should any such event occur, we will inform you as soon as reasonably possible and attempt to reschedule your appointment at the earliest available opportunity. While we will make all reasonable efforts to minimise disruptions, we are not liable for delays caused by circumstances beyond our control. If a significant delay is expected, you have the option to cancel the appointment. In these circumstances you will not be compensated for any time off work, loss of earnings, childcare costs or any other costs.

12. Other Terms

This contract is between you and us. No other person shall have any rights to enforce any of its terms.

We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

We as iHeat, reserve the right to assign, transfer, subcontract, or otherwise delegate any of our rights or obligations under these Terms without prior notice. You may only transfer your rights or obligations under this agreement to another party with our prior written consent, which will not be unreasonably withheld or delayed.

If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.

13. Quality control

Our engineers may take photographs of the work completed, including the boiler and surrounding area, for quality control, training, and record-keeping purposes. These images help us ensure compliance with industry standards and improve our service. If you do not wish for photographs to be taken within your property, please inform the engineer before or during the visit. We will always respect your request and ensure your privacy is maintained.

14. Our Privacy Policy

We will only use your personal information as set out in our Privacy Policy, which is located on our website at https://iheat.co.uk/privacy

15. Data Protection

We process and store your personal data securely in accordance with GDPR and applicable UK data protection legislation. Full details of our data handling practices can be found in our Privacy Policy at https://iheat.co.uk/privacy

16. Fees

  • Cancellation fee £30 + VAT

17. Price matching

Price matching applies exclusively to boiler installation services and does not extend to repair call outs, servicing, or additional maintenance.

18. Complaints

We take any complaint seriously and we will do our best to resolve the issue in a timely manner. If you have any questions or complaints about our service, please contact us at aftercare@iheat.co.uk or visit https://iheat.co.uk/complaints for further information.

If a dispute arises and cannot be resolved through mutual agreement, you may seek alternative dispute resolution before pursuing legal action.

19. Severance

Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining clauses will remain in full force and effect

20. Governing Law

These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

You may wish to attempt to resolve any dispute without resorting to legal proceedings, and in such instances an alternative dispute resolution may be used.

21. Amendments

We reserve the right to amend these Terms and Conditions at any time.

22. Contact Information

For questions or concerns regarding these Terms or the service, please contact us at:

By proceeding with our service, you acknowledge that you have read, understood, and agree to these Terms and Conditions.