2. Call Out Fee & Charges
3. Prices and Payment
4. General Cooperation Rules
5. Limitation of Liability
8. Diagnostics and Repairs
9. Warranties and defects
10. Permits, Licenses, Regulations and Another Consents/Access
12. Removal of waste and materials
13. Frozen pipes
14. Complain procedure
1.1 Steua Ltd wants the terms and conditions to be written in a language understandable to everyone and to contain as little specialized vocabulary as possible. If you need assistance or additional information, please contact us at email@example.com. In these Terms and Conditions, STEUA LTD (Company registered in England and Wales under number 11558102) will be referred to as the “Company,” and the person ordering a product or service will be referred to as the “customer.”
1.2 All terms of agreement between the customer and the Company are stated in this document and in written specifications provided to the customer by the Company on its website.
1.3 No changes to the terms will be binding on either party unless made in writing and signed by the party intended to be bound by such changes.
1.4 Any indulgence, tolerance, or waiver granted by the Company at any time will not prejudice its strict and full rights arising from this agreement and will not prevent the Company from subsequently exercising such rights.
1.5 We strive to ensure that the information on the website and in marketing materials is current, understandable, and transparent. However, such information should be treated only as guidelines, as products and services are often updated and changed due to rapid technological advancements in the industry.
1.6 Any opinions or comments expressed by members of the public on this website are solely their opinions and do not constitute part of the specifications or advice provided by the Company regarding our products or services.
Photos, text, videos, and other materials on the website and in the company’s literature are subject to copyright restrictions and may not be copied or reproduced without written permission from the Company.
1.7 The Company does not consent to recording, filming, or photographing its employees without their written consent, not to recording or photographing unfinished work.
1.8 Any illustrations, descriptions, imagery either displayed on the company’s website, in marketing materials (both offline and online), price lists or other are intended merely to present a general idea of works and services provided by the company. No part of these shall form part of any contract.Trademarks and other intellectual property of the Company are protected and may not be replicated or reproduced.
1.9 The Company treats all information provided by customers as confidential and only discloses information necessary to fulfill obligations arising from this agreement and the law.
2.1 The company charges a minimum 1 hour call out fee £80 + VAT for all appointments, regardless of work carried out. This includes work quoted on an hourly rate, or fixed price work. If for any reason, we are unable to carry out works during attendance, the minimum 1 hour call out fee would still be payable for our attendance, plus the cost of any additional labour time over the first hour, and parts/materials if used. All rates are available on the company website.
2.2 All charges are subject to VAT at the prevailing rate.
Estimates and Fixed Price Work
2.3 Any estimate supplied by the company is subject to withdrawal at any time before receipt of an unqualified acceptance from the customer, and shall be deemed withdrawn unless it has been accepted within 28 days from its date.
2.4 Unless otherwise specified, all estimates provided are done on an ‘as is’ basis, and are not a fixed price quotation or firm price. The estimate will set out the likely minimum costs involved based on a visual inspection by the company and/or details supplied by the customer. The final price will be calculated based on the original estimate and in accordance with the company’s standard rate card applicable at the time of works being carried out, and may be increased above the estimated price.
In addition, the company reserves the right to increase the price prior to any works being carried out, equivalent to the increase of cost to the company including additional materials, labour, equipment hire and transport since the date of the provided estimate (either done so in writing, email or orally), unless the final price exceeds the estimated price by more than 10%, by which the customer may cancel the contract provided it does so prior to any works commencing (including the order of materials or equipment hired).
2.5 Any estimate provided by the company may be revised in the following circumstances:
2.5.1 If after the submission of the estimate by the company, the customer instructs the company (whether in writing, e- mail or by the text message) to provide additional works or services not referenced or detailed within the estimate.
2.5.2 If following the submission of the estimate by the company, there is an increase in the cost of materials to be supplied.
2.5.3 If following the submission of the estimate by the company, it is discovered further works and services need to be carried out which had not been anticipated.
2.5.4 If following submission of the estimate or works carried out, it is discovered that there was a manifest error when the estimate was prepared.
2.6 The company reserves the right to make a charge for the collection of materials, parts and equipment from any supplier, except for works where an estimate has been provided beforehand. If the collection of said materials takes part whilst the company is on site, the time taken for this will be treated as part of the works, and charged at the applicable rate. If any materials are ordered for subsequent collection and delivery, a charge may be made by the company of £60 + VAT.
2.7 The company will not be under any obligation to provide an estimate to the customer. The company will only be bound to estimates provided in writing to the customer, which have also been approved by an authorised representative of the company. The company will not be bound to any estimates provided orally.
2.8 The customer will reimburse the company for all expenses incurred (including labour, materials and equipment hire) upon acceptance of an estimate which is subsequently cancelled by the customer.
3.1 Any prices or rates advised are subject to VAT at the prevailing rate.
3.2 Unless previously agreed in writing, all work is charged as per the rates stated(price list) on our website.
3.3 All invoices are due for payment within 7 days upon invoice of works / delivery to the customer. Unless otherwise agreed in writing.
3.4 All appointments made for works to be carried out (including fixed price works and estimates) with the company are done so with payment due 7 days upon delivery of invoice.
3.5 Any invoice query must be submitted in writing within 7 days from the date of invoice otherwise the invoice shall be deemed to be accepted by you.
3.6 Where prior written agreement has been arranged for Account Customers with the company, full payment is due within 30 days of the completion of works and delivery of invoice.
3.7 Where the customer is represented by a third-party person(s) or agent(s) (such as a managing agent, landlord, tenant or other occupier, friend, family, contractor or other representative), in the event of non-payment by the customer, the third party will be responsible for full payment unless the company has agreed otherwise in writing prior to any works commencing.
3.7 For any late payments whether in part or in full of an invoice to the company, will be subject to the daily interest rate of 3% over the base rate, until the payment in full is received by the company.
3.8 The company will be under no obligation to provide or issue any guarantees, certificates or other similar documents to the customer for works, unless payment has been made and received in full. If payment is over 30 days late, the company reserves the right to remove the workmanship warranty. Illustration and Description of Works
4.1 Communication between the customer and the Company is conducted via email. The customer’s email address used by the Company is the same address provided by the customer when placing the order.
4.2 After the customer places an order on the Company’s website, text message or email, the Company will send a confirmation email or text message to the customer, which will include:
-Details of the product or service ordered by the customer.
-Agreements regarding delivery and storage of materials (if needed).
-Minimum duration of the agreement and termination terms.
-Information on how and when the customer can cancel the order and who bears the costs associated with product returns ( T&C link).
-Address for filing complaints (T&C link).
-Warranties or after-sales services offered by the Company.
-Delivery of Goods and Orders.
4.3 The Company makes every effort to ensure timely delivery of goods and informs the customer in advance about the details. However, the customer acknowledges that delivery problems may arise occasionally, which does not automatically entitle them to cancel the order.
4.4 The company will advise the customer of the date and time for works to be carried out. The company will always endeavour to ensure they maintain this schedule and that their operatives attend at the agreed time. However, the company accepts no liability in respect of late/non-attendance at any site, or for the late/non-delivery of any equipment or materials. All times provided by the company are estimates only.
4.5 The customer is responsible for informing the Company about any local restrictions that may affect the delivery of goods, such as parking restrictions, steep stairs, stairs longer than 10 steps, or a pedestrian path longer than 10 meters.
4.6 The customer agrees that someone will be present on the property during the scheduled delivery of goods.
4.7 The customer is responsible for storing the material and equipment in a safe and dry place after delivery. If the equipment or goods are damaged, removed, or if the packaging is opened, the customer is liable for any costs or losses incurred by both themselves and the Company.
4.8 The customer will need to provide unrestricted access to the installation property (both internal and external access may be required) at the agreed-upon times so that we can deliver and install the equipment. You must also ensure free access to water, gas, and electricity (if applicable) for the installation and testing of the new equipment.
4.9 The company will advise the customer of the date and time for works to be carried out. The company will always endeavour to ensure they maintain this schedule and that their operatives attend at the agreed time. However, the company accepts no liability in respect of late/non-attendance at any site, or for the late/non-delivery of any equipment or materials. All times provided by the company are estimates only.
4.10 After placing an order with the Company, there is an option for the customer to send photos to the Company via email. By previewing the photos, the Company can discuss any technical aspects of the installation before the engineer arrives. This ensures a smoother installation process, ensuring that the appropriate boiler and materials will be delivered, allowing for a proper installation.
4.11 The customer agrees that all photos provided during or after the ordering process are true and accurate representations of what the engineer will see at the installation site. If, based on a physical inspection of the site, it is determined that the ordered equipment is unsuitable or technically impossible to install, the Company will inform the customer why the installation cannot be carried out according to the order and discuss alternative options, including potential installation delays that may occur. If the customer rejects the proposed alternatives or if no other options are feasible, the Company will refund the full amount to the customer and remove any materials that have already been delivered to the site. In exceptional cases where the Company determines that the installation cannot proceed, the Company reserves the right to refuse the order at any time. If the Company refuses the order, no costs or expenses of any nature will be incurred, except for the refund of any already paid amount related to the agreement.
4.12 The Company reserves the right to refuse the fulfillment of an order at any time until completion. If the Company refuses to fulfill an order, no damages or costs associated with the order will be incurred, except for the refund of money already paid under the agreement. Any changes to the materials or specifications, different from those specified in the agreement, will only be valid when supported by a document modifying the order issued by the Company, which must be approved by the customer (approval may be done through paper documentation or email). If, based on a physical inspection of the site, it is determined that additional equipment, materials, or significant additional work are required, the Company will inform the customer of any cost increases before incurring those costs. The customer will also be informed of any potential installation delays that may occur. If the customer rejects any additional equipment or work required to carry out the installation, they have the right to a full refund if the Company has not commenced work (incurring costs related to it), and if the Company has performed work, the refund will be reduced by the value of the work already completed.
4.13 Although the company makes every effort to ensure that material and equipment deliveries, as well as installation deadlines agreed upon during the ordering process, are met, the company reserves the right to delay installation due to reasons such as (for example) fires, strikes, illness, adverse weather conditions, blockades, terrorism, war, and any other causes beyond the control of the company that affect the execution or fulfillment of the agreement. Time is not deemed essential in the agreement.
4.14 The customer is responsible for providing suitable parking for the engineer’s vehicle within a distance of up to 10 meters from the property entrance. Any parking fees are payable by the customer. If parking permission is required, the customer is responsible for obtaining the permit or notifying the company of the restriction at least two business days prior to the engineer’s/delivery’s arrival (or during the ordering process, whichever occurs earlier).
4.15 During the execution of the agreement, the customer agrees to provide a safe and respectful working environment for individuals visiting the installation address. Individuals visiting the property for the purpose of carrying out work related to this agreement will leave the property if they encounter disrespectful, offensive, or hazardous conditions. If this occurs, it will be solely the company’s decision whether to schedule another visit and what the fee for such a visit will be. In any case, the company will not refund money to the customer if the premises are vacated due to safety, offensiveness, or a general lack of courtesy. Additionally, the incident will be reported to the police.
4.16 Employees of the company, as well as customers, must not expose the company to any damages.
4.17 The company has the right to demand compensation and the removal of untrue comments from public websites and portals when fault is not unequivocal. Every public post that is not in accordance with the truth harms the company, and so far, we have a high reputation among clients. The company will take appropriate legal measures against clients acting to the detriment of the company.
4.18 All content of this website, including graphics and logos remain the sole property of the company, and are not to be copied, reproduced or distributed either in part of full, without our prior written consent.
5.1 The company’s liability shall be limited to:
5.1.1 The repair or making good of any defect pursuant to its undertaking in paragraph 7,8 below, and subject to paragraph.
5.1.2 The reasonable costs of repair or reinstatement of damage or any loss to the customer’s property, should this result from the negligence of the company or its employees, agents, franchisees or sub-contractors, and the customer incurs such costs.
5.1.3 The company will not hold any responsibility for any damage suffered to a part of any property where the damage is in whole or in part a consequence of a defect or weakness in that part of the property.
5.1.4 The company will not hold responsibility or liability for damage caused whilst investigating and repairing any plumbing, gas or drainage work, including blockages. This includes but not limited to; the removal of bathroom suites, panels or furniture, tiles and tiling, floor coverings (carpet, rugs, laminate, wood, tiles etc.), internal and external walls where pipework is/must be routed and other damages as a result.
5.1.5 If damage to plaster and brickwork is caused it will be the customer’s responsibility to make good. We cannot accept responsibility for any damage to wallpaper, paintwork, tiles, carpet, furniture etc. Any silicone work does not carry any guarantee.
5.1.6 It is the responsibility of the customer to protect items of furniture, furnishings, fixtures and fittings. We will make reasonable efforts not to cause damage. It is suggested that the customer remove items from the working area. If items remain within the working area, it is the responsibility of the customer to cover such items.
5.1.7 The company accepts no liability for securing the property or premises. The customer is responsible for security unless specified in the contract. The company will take all reasonable actions to secure the property, but no liability will be accepted.
6.1 The website steua-ltd.co.uk is intended only for boilers and domestic systems in residential properties. If a customer wants to install a new boiler in a commercial facility, the company will not be able to do so because the products/engineer may not be suitable for the required task. Commercial facilities require specialized engineers and different rules regarding infrastructure. If your gas meter can supply more than 6 cubic meters of gas per hour, please contact the company before placing an order, as different qualifications and rules may apply.
6.2 If the length of the flue pipe required for boiler installation exceeds 3 meters, the company reserves the right to charge the customer for the additional flue pipe parts. This will be clearly discussed before the installation begins. None of the boilers provided by the company operate with a dual flue option. If the customer’s existing boiler has two flue pipes (one for air intake and one for exhaust), the customer should call the company before placing an order to discuss appropriate options. If the customer’s boiler is located in the middle of the house and the flue pipe exits through a wall, please contact the company before placing an order, as this is an atypical flue pipe. Prior to the company’s arrival, the customer is responsible for obtaining any necessary permits and approvals required for the authorization of the work. Examples of such permits may include consent for the alteration of a historic building, permission from the property owner, or an agreement with the property manager.
6.3 Existing pipelines, valves, radiators, and other equipment should be in working order. If they have been improperly installed or have become damaged, any failure or damage resulting from them is in no way the responsibility of the company (regardless of whether the company’s employee had any contact with them or not).
6.4 The company will always strive to complete work before 6:00 PM on the day of installation, but may use a reasonable amount of overtime if necessary to achieve completion. The customer’s consent to such overtime is a condition of this agreement, although we will seek to minimize any disruptions and inconveniences.
6.5 Due to the company’s policy of continuous improvement, the customer will benefit from any modifications that the company may make to its products and procedures, although these changes may be made without prior notice to the customer. All illustrations on the company’s website (as well as any advertising materials or literature) and those of its suppliers are intended for guidance purposes only.
6.6 Although the company will take all reasonable precautions, it is not responsible for any damages to existing plasterwork, decorations, floors, etc., that may result from the described work. Cuts or openings made to facilitate equipment installation will normally be repaired but will not be permanently finished or refurbished. Floors will be reinstated or replaced as necessary, but special and/or laminated floors cannot be permanently affixed. Any lifted carpets will be re-laid to the best of our ability, but we are not responsible for carpets that have been glued or nailed down. Expect that replacement or repair may be necessary, for which the customer is responsible and it is not included in the price.
6.7 The customer understands that during/after any plumbing work carried out by the company, there may be changes in water pressure in the existing installation. Although the company will make reasonable visual efforts to assess the suitability of existing systems/pipes for anticipated pressure changes, the company is not liable for any damages to the existing installation or the connection of the existing installation to the new plumbing installation, or for any consequences arising from the malfunction or incompatibility of existing pipes, taps, valves, showers, other fittings, or devices.
6.8 The customer is required to ensure that the installation has water release valves, filling valves, and system vent valves that comply with British standards and are in good working condition. It should be noted that this is necessary for the proper operation and maintenance of the system and is the customer’s responsibility. If the installation does not meet British standards and Water Regulations, the customer will be informed and a repair estimate will be provided. The customer has the right to refuse the mentioned repair and perform the repair on their own. In that case, they will be asked to provide documentation regarding the repair and system testing by the repairing engineer. Upon receiving and reviewing the documentation, a mutually agreed upon continuation date for the installation will be determined. If no documentation regarding testing and repair by a competent person is provided, the installation will be deemed non-compliant with current standards and will not be commissioned or certified by the company’s engineer, and the customer will not be able to claim a refund.
6.9 It should be noted that due to the wide range of showers available on the market, it is impossible for the company to determine whether a shower and boiler will be compatible with each other. The company is not liable if the customer’s existing shower/boiler is not compatible with the new shower/boiler for any reason.
6.10 Although the engineers working on behalf of the company will make reasonable efforts not to damage pipes, plumbing, electrical installations, and other services in your property, the company is not responsible for any consequences resulting from damages to existing services/installations that are not clearly visible.
6.11 The company is not responsible for any damages to your home that are directly caused by defects or structural weaknesses at the installation address, whether they are visible or not. If you are unsure about the structural integrity of your building, you should seek the services of a qualified building inspector before the company’s arrival in relation to the agreement.
6.12 Building products and materials may vary in color, texture, and overall appearance. The company is not responsible for any materials used during the installation process that have differences in color, texture, and overall appearance. When matching materials (such as bricks and tiles) to existing materials in the house, close matching is often impossible due to the obsolescence of older products and the impact of weather conditions over time. In summary, the company is not responsible for matching the materials introduced to the property with existing materials and explicitly states that differences in color, texture, and overall appearance are likely and will be accepted by the customer. The customer agrees to provide their own materials at their own expense at the time of the work if they want a specific material to be used (e.g., matching brick).
6.13 When adding new equipment to the home, our engineer will need to check the existing infrastructure to ensure it meets current regulatory standards and is sufficiently efficient. If the existing infrastructure does not meet the necessary standards/capacity, we will offer you options to bring the infrastructure up to a standard that allows for the connection of the new equipment. At this point, you may cancel the order and receive a full refund. If you choose not to authorize the required additional work but still wish to install the new equipment, we will leave the equipment for final connection by others, and we will not be able to commission the equipment. In such circumstances, the customer is still obligated to make full payment as if the installation had been completed.
6.14 When a boiler is to be installed in the attic, access to the attic must be through a fixed loft ladder. A suitable path of access to the boiler must be laid on top of the fixed ladder. Under the boiler, there must be at least 1.5 m² of suitable boarding. Permanent lighting should also be present. If the boiler room is within 2 meters of the attic hatch, the hatch will need to be secured during the engineer’s work in the attic.
6.15 The engineer will take photos of the installed equipment and relevant infrastructure for auditing purposes within the company and for our own records. The engineer may also be accompanied by other individuals, including managers, supervisors, interns, or apprentices. The company may occasionally use photos of the installed equipment for marketing purposes.
6.16 During the installation, our health and safety plan requires the engineer to have access to functioning communication devices. If, for any reason, the engineer is unable to receive a phone signal, the homeowner agrees to provide the engineer with free access to their phone and internet connection.
6.17 Upon completion of all physical work on the property, the customer (or their representative) has the right to inspect the completed work before the departure of the company’s designated engineer. When the designated engineer determines that the work is completed and the customer (or their representative) has had the opportunity to inspect it, all work necessary to fulfill the agreement is considered finished.
6.18 During the installation of new equipment, it may be necessary to engage the services of other specialists. For example, an electrician may be required to connect the control panel to the new boiler. In such circumstances, the company will strive to leave the equipment in working order until another engineer can come and complete the installation at a convenient time for the customer.
6.19 Sometimes the installation of new equipment does not go according to plan. The customer agrees to provide the company and its engineers with reasonable opportunities to rectify any issues by granting access to the installation address and allowing time for troubleshooting or repairs. Furthermore, the customer commits to minimizing or avoiding any losses they may incur as a result of the company’s or designated engineer’s actions (or omissions).
6.20 Occasionally, new equipment may not function properly after the initial installation (e.g., a part may shift internally during transport). In such circumstances, the company takes proactive measures both with customers and with product manufacturers/suppliers to rectify the issue as quickly as possible. Sometimes faulty equipment may require reinstallation, which can cause significant delays and inconvenience; the company will do everything within its power to minimize disruptions to the household.
6.21 If something within the customer’s responsibility/control (e.g., asbestos removal or improvement of existing infrastructure) prevents the delivery and/or installation of any goods/services ordered more than 12 months after placing the order with the company, the company will be considered as having fulfilled the agreement in full and will be entitled to retain all money paid thus far without any deduction or refund in whole or in part without delivering further goods/services.
6.22 The company shall not be liable for any losses related to profit, business, business interruption, or business opportunity, regardless of circumstances.
6.23 As part of our fixed price, we offer access to the external parts of the property where the work will be carried out, provided they can be reached using a set of 7m extension ladders and a 7m roof ladder. If access to the external parts of the property is difficult to safely reach using standard equipment, the use of scaffolding or other access equipment may be necessary. The customer acknowledges that the company cannot compromise the safety of the engineers performing the work, and the use of appropriate access equipment may be required, for which the customer will directly pay or reimburse the company for the incurred costs. The company will discuss the cost of the required access equipment with the customer before commencing the installation work. The customer has the option to cancel the order and receive a full refund if they do not wish to pay for the required access equipment.
6.24 The customer has the option to purchase the necessary installation materials, but they must ensure that the materials can be installed without modifications, are compatible with the system, and meet safety standards. If the customer orders unsuitable materials, the installation will not be possible, and the customer will be responsible for the engineer’s call-out costs. There may also be cases where modifications to the system are possible, in which case the customer will be informed and presented with a new quote.
7.1 We service boilers according to the manufacturer’s recommendations and in accordance with applicable standards. After each service, boiler service book will be filled or the customer will receive a service certificate via email within 30 days.
7.2 For a boiler to be fully serviced, the system must comply with building and water regulations and be fully functional. Minor faults that do not affect safety or have a minor impact, as specified in the Gas Safe Regulations, will be noted on the service certificate. However, faults that pose a threat to life, safety, or health will result in the boiler being disconnected at the customer’s expense, in accordance with Gas Safe Regulations.
7.3 Each boiler should be serviced regularly. The company, like most manufacturers, recommends annual services to keep the system in good condition and maintain the manufacturer’s warranty. It is the customer’s responsibility to ensure regular servicing of the boiler.
7.4 The company offers two types of services to its customers:
-Standard service, which is acceptable for most manufacturers.
-Full strip service, which is required by some manufacturers or occasionally recommended. The customer is obligated to inform the company of their chosen service type when placing the order. If the customer does not specify the service type, a standard service will be automatically performed.
7.5 The cost of the service does not include any parts or seals. If a fault is diagnosed during the service, the company is not responsible for the fault. The customer will be informed about it. 4.6 Cleaning the magnetic filter and condensate is part of the service. In conditions of difficult access, improperly installed filters, or weak seal condition, the engineer may decide not to clean the filter or condensate to protect the installation from leaks. When the condensate is transparent and deemed clean by the engineer, they will not clean it to prevent seal wear and potential future leaks.
7.6 Occasionally, faults may occur after a boiler service (such as leaks, improper operation, louder operation, etc.) for which the company is not responsible if they were not directly caused by the work of the company’s engineer. The repair of such faults is the customer’s responsibility, as these faults are usually a result of usage, with the service having only an indirect influence.
7.7 The customer agrees that calling the company for a fault after the service will be treated as a separate service – a boiler diagnosis fee at the customer’s expense, unless the fault was intentionally and directly caused by the company’s engineer. In such a situation, the repair will be carried out free of charge by the company.
8.1 The company undertakes to perform diagnostics according to the boiler’s user manual or the manufacturer’s recommendations.
8.2 Although the company’s engineers strive to perform diagnostics and repairs to the best of their ability, based on their own experience and manufacturer suggestions, sometimes multiple faulty parts may be present, for which the company is not liable as it may be difficult or impossible to diagnose.
8.3 In the event of an error by the company’s engineer, such as replacing a functional part that was easy and possible to check during diagnostics, the company will not charge the customer for the part replacement and will take immediate action to repair the device.
8.4 If the boiler cannot be started, diagnostics are not possible. In this situation, the company’s engineer will carry out the necessary repairs to start the system and then perform a diagnosis to ensure that the system is functioning correctly and safely. If the system is found to be faulty or poses a risk to safety or property damage, such as flooding or electrical short-circuits, the device will be turned off and secured at the customer’s expense.
8.5 In cases where the fault is severe or impossible to diagnose, the company offers the customer the following repair options:
8.5.1 Repair by eliminating successive suspected parts.
8.5.2 Repair by replacing all suspected parts.
8.5.3 Replacement of the device or the entire installation.
8.6 System flushing should be performed every 5 years or when determined by the company’s engineer that the system requires cleaning. This is necessary for proper operation and improves system efficiency.
8.7 During system flushing by the company, all system components must function correctly and be in good condition to achieve the best result. The customer is obliged to inform the company of any faults well in advance of the work, so that necessary parts can be ordered and any repairs can be carried out before the cleaning.
8.8 In the case of incorrectly installed or poorly designed systems, the flushing service may not produce the desired effect, for which the company is not responsible.
9.1 Any guarantee provided by the company shall be for labour only, in respect of faulty workmanship, please refer to section 6 for lengths of warranty. Any parts, equipment or components supplied by the company will be covered by their respective manufacturer’s warranty.
The company’s guarantee will become null and void if the work/appliance completed/supplied by the company is:
– Subject to misuse or negligence by the customer or third party.
– Repaired, tampered with or modified by anyone other than a company operative/representative. The company accepts no liability for (or guarantee suitability for) materials supplied by the customer or other third parties, and will not accept liability for any damage or faults as a result.
9.2 The company is unable to guarantee any work in respect of blockages in waste and drainage systems.
9.3 The company is unable to guarantee loss of pressure from systems regardless of work that has been previously carried out due to the fact that there could be multiple leaks, however the company will guarantee workmanship on repairs that the company have undertaken.
9.4 The company is unable to guarantee any work which has been undertaken on instruction by the customer, against the companies/operative’s advice/recommendations.
9.5 The company will only guarantee work directly undertaken by the company and its employee’s. Any work carried out on behalf of the company by agents or sub-contractors will be guaranteed under their own respective policies.
9.6 The company will not be liable or responsible for any damage or defect arising from work not fully guaranteed or where recommended work has not been carried out.
9.7 The customer shall be solely liable for any hazardous situation in respect of Gas Safe regulations, or gas warning notice issued, unless otherwise caused by our Gas Safe operative.
9.8 Most equipment and materials supplied by the company are covered by the manufacturer’s warranty, provided that they are inspected and maintained annually. For example, a gas boiler will require an annual inspection conducted by a registered Gas Safe engineer. The cost of the post-installation inspection and check is not included in the installation price unless explicitly ordered during the purchasing process.
9.9 The customer must arrange and retain the service documentation of their equipment, which must be presented to the company or the manufacturer upon request in case of warranty claims. After installation, the company typically registers the equipment warranty with the manufacturer and may send relevant details via email. For clarity, the warranty is provided by the manufacturer of the supplied equipment, not by the company.
9.10 Auxiliary equipment provided (e.g., radiators and thermostats) typically carries a 2-year warranty for parts and service. Other equipment and components (such as water softeners) have varying warranties that will differ depending on the manufacturer. The company will provide information on such warranties upon request.
9.11 The work will be carried out with due care by a suitably qualified person. The installation of pipes, connectors, and manually applied seals is covered by a 1-year warranty that includes all parts and labor costs. The warranty becomes void if payments are not made on time and the above conditions are not adhered to. Furthermore, neither the company nor the manufacturer of any parts or equipment shall be held responsible for faults, errors, or issues that arise from:
– Any irregularities or actions by third parties or the customer in terms of care, operation, inspection, servicing, or maintenance of any supplied equipment, which are not carried out precisely according to the manufacturer’s instructions.
– The customer is responsible for maintaining complete and accurate service documentation for all equipment. Without such documentation, any warranty will be void. – Deliberate damage or vandalism.
– Damages caused by circumstances beyond the control of the company or the equipment manufacturer.
– Changes in water flow to any of the installed devices.
– Replacement of light bulbs or LEDs is excluded from the warranty, as are timers, thermostats, locks, or other devices that may be connected to the equipment after the manufacturer’s warranty period has expired.
– Any warranty claims regarding equipment or components must be reported to the manufacturer as soon as the product fault is discovered. Contact details are provided in the user manual, or an email can be sent to firstname.lastname@example.org.
– The warranty described above applies exclusively to equipment installed under this agreement. Any existing timers, controllers, heaters, hand dryers, pipes, drains, other devices, or equipment are entirely excluded from any offered warranty.
9.12 The company or any engineer designated by the company is not obligated to perform any visual inspections or tests on existing equipment (except for regulatory duties). The risk of failure of any existing system after the installation of new equipment solely lies with the customer. If the customer wishes to reduce this risk, they may arrange for an appropriate inspection and testing of the existing system at their own cost and independently of the company before commencing the installation of new equipment.
9.13 If the company returns at the request of the customer but no fault is found or the problem is related to something for which the company is not responsible, the company reserves the right to charge a reasonable fee for such a callout to cover costs.
9.14 (Transition to a combi boiler) If you wish to switch from a conventional boiler to a combi boiler, the pressure in your installation will likely increase. This increase in pressure may exacerbate any existing leaks and may cause new leaks to appear. The company is happy to make one visit at no additional cost, with a total combined time of 2 hours, to identify and repair leaks. After these visits, the company will, upon request, provide an offer for the replacement of infrastructure that may require further work or replacement.
9.15 The company undertakes to make good and repair any defect in completed work, which appears within six months of maintenance work or twelve months for installation work from the date carried out. The complete date of the same, to the extent that such defect arises from the breach of the company’s obligations under this contract. Installation refers to replacement of whole units or installations, whereas maintenance refers to replacement of parts on a unit or installation.
All defects must be notified to the company by the customer in writing within this period, and the company and its insurers must be provided the opportunity to inspect the work and any alleged defect.This inspection shall only apply to work carried out and completed by the company that has been paid in full by the customer.Following the inspection and it transpires the alleged defect is not the result of any work or service carried out or provided by the company, the company reserves the right to make a charge to the customer for the inspection visit at its standard rate.The company reserves the right to not carry out any work where the customer cannot provide sufficient evidence that the work was originally carried out by the company, or where full payment has not been received for work.
9.16 Exclusions in full are:
– Any parts or materials supplied by the company will only be provided with the manufacturers or suppliers guarantee, and are not guaranteed by the company.
– Any systems or structures which have not been installed by the company.
– Any defects resulting from the misuse, wilful act or faulty workmanship by the customer or any other third party working for or under the direction of the customer or a third party.
– Any structural defects, such as but not limited to subsidence and its resultant effect.
– Any damage to drainage systems caused by any outside force, ground works or root penetration.
10.1 It is the customer’s duty to ensure suitable permission, permits, licenses and all other consents from the owner/landlord/agent/organisation, and/or planning permission if necessary is obtained prior to installation work carried out by the company. The company will not be held responsible for any damage to the property (such as fixings, holes etc.) if this has not been obtained, and in the event of equipment supplied or installed requiring removing or re-positioning, extra charges will be incurred. The company will not be held responsible or legally liable for any consequence as the customers failing to secure said permissions, permits, licenses, consents or planning permissions.
The customer shall provide clear access to enable the company to undertake the works, and will make all the necessary arrangements with the proper persons or authorities for any traffic controls and signals required in the connection with carrying out the works.
The customer shall obtain permission for the company to proceed over property belonging to neighbours or third parties if this is necessary. The customer shall indemnify the company in all aspects of claim from neighbouring/third party properties arising out of the presence of the company or its employee’s/representatives.
10.2 The customer will at all times ensure the environment is safe for the company and its employee’s/ representatives for the purpose of carrying out the works.
10.3 Where applicable to drainage works and services, the customer shall provide the company, if possible, a plan of the drain layouts. If this is not available, the company reserves the right to make additional charges at the applicable rate if blockages occur in drains not covered or identified by the customer.
10.4 By instructing the company to proceed with any works as agreed, it is thought by the company the customer has sought the necessary permission as set out above. The customer will be liable to the company for all loss and damage whether indirect, direct or consequential loss which has been suffered by the company as a result of the failure or delay by the customer in performing the obligations as detailed above.
10.5 The company will use all reasonable efforts to carry out and complete the works on time, but shall not be liable to the customer or any third party if the works prove impossible due to events or circumstances beyond the company’s reasonable control.
11.1 The customer has the right to cancel this contract within fourteen calendar days starting on the day the notice of right to cancel is issued.
Should you send your cancellation notice in writing via post, email it is recommended you retain proof of postage by a certificate of posting, or recorded delivery slip? We advise that all notice of rights to cancel are sent via email. Notice of cancellation is deemed to be served as soon as it is posted/sent. Work carried out prior to the expiry of the cancellation period: By signing or approving a written estimate, you agree work will commence before the seven-day cancellation period expires, and should you subsequently cancel in accordance with your rights, you are advised that reasonable payment may be due for any work carried out, including labour at the applicable rate. While every effort is made to make the allotted scheduled appointment, Steua Ltd cannot guarantee appointment times due to unforeseen circumstances. Nothing in these terms and conditions is intended to remove your rights regarding the quality of our work, or relating to faulty or non-described goods that are supplied as part of our service.
11.2 If the customer cancels any contract or appointment with the company, without the company’s consent, the customer agrees to indemnify the company against any and all loss, damage, claims or actions arising as a result of such cancellation, unless otherwise agreed in writing, and is without prejudice to the company’s right to payment in accordance with paragraph 2,3.
11.3 The company will charge a cancellation fee for any customer that cancels an approved and confirmed quotation within 24 hours of the appointment.
The company is not responsible for the removal of any waste materials. The customer is responsible for the removal of any/all waste materials resulting from the works carried out by the company unless specified in the quotation.
The company will not be liable for any fractures found in frozen pipes attended by the company, and cannot guarantee to clear blockages occurring within frozen pipes or drainage systems.
In the unlikely event the customer experiences a problem with the service provided by the company, the customer must put their complaint in writing to the Head Office at Steua Ltd, 11 Hinchinbrooke Road, Brampton, PE284QE, at their earliest opportunity. Upon receipt of this complaint, the company will endeavour to resolve the matter within seven days.