Terms and Conditions
Introduction
These Terms and Conditions govern your engagement with our services provided by R&B London HIU Engineers Ltd – a company registered in England and Wales (Company No. 11818273) with its registered office at Office 7, 35-37 Ludgate Hill, EC4M 7JN, London. By contracting with us, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions. If you do not agree to all of the terms, you must not utilise our services.
1. Definitions
1.1 Company: R&B London HIU Engineers Ltd, including its successors and assigns.
1.2 Client: The individual or entity contracting for services, including leaseholders or any authorised representative.
1.3 Commercial Customers: Entities such as LLCs, trusts, charities, or limited companies.
1.4 Guarantor: An individual or entity liable for the Client’s debts.
1.5 Goods: Items supplied by the Company, including parts and materials.
1.6 Services: All services provided by the Company, including repairs, commissioning, advice, maintenance, servicing, installation, and breakdown assistance.
1.7 Price: The agreed cost of Goods and Services, as detailed in the relevant documentation.
1.8 Unit: Heat Interface Unit (HIU), cylinders, thermal stores, MVHRs, or any device for heating or hot water.
2. Acceptance
2.1 The Client’s instructions for Goods and/or Services, or the acceptance of Goods, signify acceptance of these Terms and Conditions.
2.2 Where multiple Clients are involved, each is jointly and severally liable.
2.3 These Terms are irrevocable except where amended in writing by an authorised manager of the Company.
2.4 Only authorised representatives of the Company may make statements that are legally binding.
2.5 The Client agrees to notify the Company at least 14 days in advance of any changes to their contact information or business practices.
3. Goods and Services
3.1 Descriptions of Goods are provided in invoices, quotations, or other authorisation forms issued by the Company.
3.2 All Goods include a one-year manufacturer’s defect warranty; claims should be directed to the manufacturer.
3.3 Services include all repair work, commissioning, advice, maintenance, servicing, installation, and breakdown assistance as agreed.
4. HIU Servicing
4.1 Scope of Service:
The Company shall provide HIU servicing and issue a corresponding Service Certificate within three (3) working days of the service. The Certificate confirms that the HIU has been serviced in accordance with industry best practices at the time of inspection.
4.2 Annual Servicing Recommendation:
The Company recommends that HIUs be serviced annually to ensure optimal performance, longevity, and compliance with manufacturer requirements. Failure to do so may affect efficiency and unit lifespan.
4.3 Usage Recommendation:
For optimal system efficiency, the Client should operate the heating for at least two minutes on two separate occasions each month. The Company is not liable for reduced performance or damage arising from failure to follow this recommendation.
5. HIU Replacement Warranty
5.1 Installation Defect Warranty:
A 12-month warranty is provided covering installation defects. If a defect is reported and confirmed as an installation issue, it will be rectified free of charge. If not, a call-out fee of £120 + VAT applies.
5.2 Manufacturer Warranty:
The HIU is covered by the manufacturer’s warranty for parts only (excluding labour). Claims must be made directly to the manufacturer, and the costs associated with removing, sending, and reinstalling parts are not covered.
5.3 Annual Servicing Requirement:
To maintain the manufacturer’s warranty, HIUs must be serviced every 365 days by an authorised contractor. The Client is responsible for retaining all servicing reports.
5.4 Water Quality Issues:
Failures resulting from communal water quality, limescale, or third-party factors are not covered by the manufacturer’s warranty.
5.5 Operational Guidance:
Clients must adhere to the manufacturer’s user guide and refrain from unauthorised changes to settings, as this may void the warranty.
5.6 Heat Meter Responsibility:
The standard heat meter is provided free of charge. The Client must ensure compatibility with the building system and liaise with the billing company for any compatibility concerns.
5.7 Commissioning Certificate and Intellectual Property:
The HIU commissioning certificate is for warranty registration with the manufacturer only. It must not be shared with any third parties without the Company’s prior written consent.
5.8 Strainers Maintenance:
Blockages in strainers, which depend on communal water quality, are not covered by the manufacturer’s warranty.
5.9 Client Registration Responsibility:
The Client is responsible for registering the HIU warranty with the manufacturer.
6. Breakdown and Repairs
6.1 Report Basis:
Reports are based on checks carried out at the date and time of the visit and reflect the system’s condition under normal communal operating conditions.
6.2 Sequential Faults:
If a faulty component (e.g. Part A) prevents the testing of subsequent components (e.g. Parts B or C), those components cannot be assessed until the faulty part is replaced. Additional faults may be discovered during the repair process.
6.3 Intellectual Property of Reports:
All reports, including photographs and documentation produced during breakdown and repair services, are the exclusive intellectual property of the Company (except where separate agreements apply for commercial customers).
6.4 On-the-Spot Repairs:
No warranty is provided for repairs of used parts. Warranty is limited to new parts that have been replaced.
6.5 Washer Replacements:
No warranty is offered on washer replacements due to variability in water quality, which is beyond the Company’s control.
6.6 Warranty Limitations:
The 12-month warranty covers manufacturer defects only and excludes labour costs. Clients must direct any claims to the supplier or manufacturer.
6.7 Additional Repair Visits and Part Replacement Policy:
If the issue cannot be fully resolved during the initial visit due to the need for a replacement part, the Company will issue a detailed report along with a breakdown of the cost for the required part and an estimate for labour on a follow-up visit. While the cost for parts is fixed, all repair and breakdown services are charged on an hourly basis with a minimum charge of one hour, regardless of the actual time spent.
6.8 Limitation of Liability:
The Company’s liability is limited to the services provided. Under no circumstances shall the Company be liable for any indirect, incidental, or consequential damages, including delays resulting from sourcing replacement parts or unforeseen issues identified after the initial service.
7. Payment Terms and Conditions
7.1 Advance Payment Requirement:
Clients must pay in full in advance for both labour and parts. Payment must be received at least 24 hours prior to the scheduled appointment. Failure to receive payment within this timeframe may result in cancellation or postponement of the appointment without notice.
7.2 Commercial Customer Terms:
For commercial customers, payment terms will be detailed on the invoice, with payment due within 30 days of the invoice date unless otherwise agreed in writing.
7.3 Non-Refundable Labour Costs:
- In the event of no access to the property, the full labour cost is non-refundable.
- For HIU and MVHR replacements, a non-refundable labour charge of £1,000 + VAT applies.
- Should an appointment be cancelled or missed, the Client will be required to pay the full labour cost again to reschedule.
7.4 Parts Orders and Cancellation:
Once a Client approves an order for parts, any subsequent cancellation renders the cost of parts and units non-refundable. HIU parts are specially ordered based on the Client’s specifications and, once approved, cannot be returned. In such instances, the part will be dispatched to the Client’s designated address.
7.5 Refund Policy for Labour:
Labour costs are refundable only if the Client cancels or requests a reschedule by emailing [email protected] at least 24 hours before the scheduled appointment.
7.6 Additional Provisions:
Any deviations from these terms must be agreed upon in writing before work is scheduled. By proceeding with payment, the Client confirms acceptance of these conditions.
8. HIU & MVHR Servicing Requirements
8.1 Condition of Units for Service:
The unit must be in full working condition for any service to be carried out. Units with pre-existing faults, damage, or failures that prevent normal operation must be repaired or restored before the service can be provided.
8.2 Client Responsibility:
The Client is responsible for ensuring that the unit is operational prior to the scheduled service. The Company reserves the right to assess unit functionality and may reschedule or cancel the service if pre-existing issues prevent work from proceeding. If the unit cannot be serviced due to such issues, the Client will incur additional charges for rescheduling.
8.3 Additional Charges:
If a unit requires repairs beyond standard servicing, the Company will provide a report and a subsequent quotation. Any costs associated with diagnosing or repairing pre-existing faults will be charged at the Company’s standard rates.
9. Liability for Pre-Existing Conditions
9.1 No Liability:
The Company is not liable for any damage caused by pre-existing issues within any unit, device, or system, or for any unforeseen issues that become apparent before, during, or after a service visit – including damage occurring when power or water is restored.
9.2 Client Acknowledgement:
The Client acknowledges that activating, repairing, or servicing existing systems may reveal or exacerbate pre-existing faults beyond the Company’s control. By accepting these Terms, the Client agrees that the Company shall not be held liable for any costs, repairs, or replacements arising from such conditions.
9.3 Inspection and Reporting:
If potential risks related to pre-existing conditions are identified, the Client may be advised to address these issues before further service. Any decision to proceed releases the Company from liability for subsequent damages.
10. Intellectual Property and Confidentiality
10.1 Ownership:
All emails, telephone conversations, live chat, reports, photographs, and any other forms of communication or documentation provided by the Company are the exclusive intellectual property of R&B London HIU Engineers Ltd.
10.2 Prohibited Sharing:
Clients are strictly prohibited from sharing, distributing, or reproducing any of the Company’s intellectual property including emails, call transcripts, live chat, reports, or photographs without the Company’s explicit written consent.
10.3 Consent for Sharing:
Should the Client wish to share any of the aforementioned materials, a formal written request must be submitted via email to [email protected]. No other form of consent (e.g. verbal or through other channels) will be accepted.
10.4 Confidentiality Obligations:
By engaging our services, the Client agrees to maintain the confidentiality of all communications and documentation provided by the Company. This includes refraining from posting or disclosing any Company-related content on third-party platforms without prior authorisation.
10.5 Consequences of Unauthorised Sharing:
Any unauthorised sharing or disclosure of the Company’s intellectual property constitutes a breach of these Terms, and the Company reserves the right to pursue all necessary legal remedies, including claims for damages or defamation.
11. Default and Consequences
11.1 Overdue invoices will incur interest annually of 8% plus Bank of England base rate .
11.2 The Company reserves the right to suspend services if the Client breaches any of its obligations, including timely payment.
11.3 If invoices remain overdue beyond one month, an administration fee of £250+vat will apply.
11.4 In the event of Client insolvency, the Company may cancel the order and demand immediate payment.
12. Title and Ownership
12.1 All Goods remain the property of the Company until full payment has been received.
12.2 Should payment not be honoured, the Company reserves the right to reclaim Goods and demand immediate payment.
13. Security and Charge
13.1 The Client agrees to secure all assets (jointly and severally) as security for any unpaid amounts.
14. Cancellation
14.1 The Company may cancel services by written or telephone notice. No liability shall be accepted for any loss or damage resulting from such cancellation.
14.2 Appointment cancellations require a minimum of 24 hours’ notice; failure to provide such notice will render the full labour cost non-refundable.
14.3 For major jobs including HIU or MVHR replacement, a cancellation notice of at least five (5) days is required, with cancellation fees deducted from any upfront payments.
15. Privacy
15.1 The Client agrees that the Company may obtain a credit report to assess creditworthiness.
15.2 Client data may be used for service provision, marketing, and payment processing.
15.3 Disclosure of Client Information:
The Company reserves the right to disclose Client information to third parties including law enforcement agencies, courts, government bodies, third-party software providers and platforms utilised in the provision of our services, subcontractors, our legal team, and third-party solicitors where required by law or necessary to protect our rights, all in accordance with applicable UK data protection laws.
15.4 Data Security and Transfers:
The Company shall implement appropriate technical and organisational measures to safeguard Client data. Any transfer of Client data outside the United Kingdom will be made in compliance with relevant data protection regulations.
15.5 Client Rights:
Clients have the right to request access to, correction, or deletion of their personal data, subject to applicable legal and contractual restrictions. Such requests should be submitted in writing to [email protected].
15.6 Online Reviews:
Should a Client leave a review on any publicly accessible platform, the Company reserves the right to respond using the Client’s first name.
15.7 These provisions are intended to protect both the Client’s personal data and the Company’s ability to meet its legal obligations and deliver our services effectively.
16. Unpaid Contractor’s Rights
16.1 The Company retains a lien over any Client items left for services until full payment is received.
17. Monthly Plans
17.1 Monthly plans are subject to a 24-month contract and will be automatically renewable unless cancelled with at least 30 days’ notice after the initial 24-month period.
17.2 Such plans are limited to the Heat Interface Unit (HIU) only and to specific postcodes as defined by the Company.
17.3 The Basic, Standard, and Deluxe plans provide services as outlined annually.
18. General
18.1 If any provision of these Terms is held invalid or unenforceable, the remaining provisions shall continue in full force and effect.
18.2 These Terms and the Goods provided are governed by and subject to the laws of England and Wales.
18.3 The Company’s liability is strictly limited to the Price of Goods and Services.
19. No Access and Appointment Cancellations
19.1 If access to the property is restricted beyond 15 minutes, full labour charges will apply.
19.2 Cancellations must be made with a minimum of 24 hours’ notice; otherwise, the full labour cost is non-refundable.
19.3 For major jobs, a cancellation notice of five (5) days is required, with any cancellation fees deducted from upfront payments.
20. Return Visits
20.1 In cases where a return visit is necessary due to Client errors (e.g. incorrect goods delivered or failure to provide access), the Company will charge hourly or daily rates based on the location and extent of the issue.
21. Modifications to These Terms
21.1 The Company reserves the right to amend or update these Terms and Conditions at any time without prior notice.
21.2 The most current version will be made available on the Company’s website, and any services provided after such amendments shall be subject to the revised Terms.
Section 22 – Limitation of Liability
22.1 No Liability for Inaccuracies. Notwithstanding any other provision in these Terms and Conditions, R&B London HIU Engineers Limited shall not be held legally liable for any errors, inaccuracies, or omissions in any report provided. While every effort is made to ensure that all reports are as accurate as possible based on the available data, the Client acknowledges that such reports are provided “as is” without any warranty, express or implied.
22.2 No Claims. The Client agrees that under no circumstances shall any claim, whether in contract, tort, or otherwise, be brought against R&B London HIU Engineers Limited arising from or relating to any report provided. The Client further agrees to fully indemnify and hold harmless R&B London HIU Engineers Limited against any and all losses, damages, or liabilities incurred as a result of reliance on any report.
Section 23 – Group/Block Servicing
23.1 Basis of Quote. The quoted price for group/block servicing is based on the number of appointments required to service the units within the proposed servicing window.
23.2 Servicing Window. For residential flats, service will take place at any time during the proposed servicing window, which is Monday to Friday from 8:00 AM to 5:00 PM. Residents wishing to book a specific day and time may do so online by accessing the provided booking link.
23.3 No Access Charges. In instances where no access is provided during the servicing window, the Client will be charged at the agreed servicing cost as per the initial quote.
23.4 Extra Appointments. Any extra appointments required due to no access during the servicing window shall be charged as follows:
- At the agreed group/servicing cost if the appointment is within the servicing window.
- At the standard charge if the appointment is scheduled outside the servicing window.
Client Acknowledgement
By engaging with R&B London HIU Engineers Ltd for any of our services, the Client acknowledges that they have read, understood, and agree to be bound by these Terms and Conditions.
Last update: 12/02/2019