A boiler service is a routine inspection conducted by a Gas Safe registered engineer to ensure
your boiler is operating safely and efficiently. The service follows manufacturer guidelines and is designed
to ensure safe operation, identify potential faults, maintain compliance with warranty or guarantee
requirements, and help protect against risks such as carbon monoxide exposure.
Annual service appointments are available from February to October during our operating hours of 8:00 AM to
6:00 PM, Monday to Saturday. The duration of the service depends on the boiler's brand, model, and age, but
typically takes between 20 to 60 minutes to complete.
We will only provide the service on products correctly installed. We will not perform any work on any aspect
of your heating system outside of the defined scope of service.
Whilst not an exhaustive list, the following are not included in the service:
The service 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 service.
A suitable adult (aged 18 or over) must be present during the service.
You are responsible for obtaining landlord consent if applicable.
You must provide the boilers documents including the benchmark sheet including the servicing history and the
operating manual at the time of the visit.
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
service. 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 service 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 service and a cancellation fee.
We will notify you when your boiler is due for an annual service, but it is your responsibility to schedule
the appointment.
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, 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, not functioning correctly or has a malfunction at the time of our visit, we
will not be able to proceed with the annual service.
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 Annual service, you will be charged a call-out fee.
We can return once the necessary corrections have been made.
The service fee is quoted at the time of booking and includes VAT unless otherwise stated. Payment is required when booking.
If you fail to make a payment on your account, the following steps will be taken:
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.
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.
Any pre-existing faults or damage are excluded from liability. If your central heating system experiences a
fault after we have completed the annual service, 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 annual service provided.
Any requests or agreements made directly with the attending engineer that fall outside the scope of this
agreement 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
service terms.
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 service 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.
If we determine that proceeding with the annual service 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:
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.
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.
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.
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.
We make no guarantees regarding reductions in your energy bills following servicing. Boiler efficiency improvements vary based on factors outside our control, including system age, pre-existing conditions, and household energy usage.
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
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
We won’t offer you cash instead of carrying out an annual service
Price matching applies exclusively to boiler installation services and does not extend to servicing, repairs, or additional maintenance.
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.
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
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.
We reserve the right to amend these Terms and Conditions at any time.
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.
