Terms and Conditions

In these Terms & Conditions Proheat Boilers Limited (a company registered in England & Wales with company number 14746943) will be referred to as ‘the Company' and the person ordering the product will be referred to as ‘the customer'.

  1. All the terms of the contract between the customer and the Company are in this document and written specifications provided to the customer by the Company on the website. No change of the terms shall bind either party unless such change is made in writing and signed by the party to be bound.

  2. Any concession, latitude or waiver allowed by the Company at any time shall be without prejudice to their strict and full rights under this contract and shall not prevent the Company subsequently exercising such rights.

  3. We endeavour to keep information on the website and in marketing materials relevant and up to date. However, such information should be used as a guide only because products and services are regularly updated and changed.

  4. Any reviews or comments made by members of the public on this website are their opinions only and do not form any part of the specification or advice given by the Company about products or services we supply.

  5. Photo’s, literature and information contained on the Company's website are subject to copyright restrictions and must not be copied or reproduced without the written consent of the Company.

  6. Trademarks of the Company are protected and not to be replicated or reproduced.

  7. The Company is registered with the Information Commissioner's Office and treats all information supplied by customers as confidential and will only pass on such information as is required to fulfil the obligations set out in this contract and Law.

  8. The Company is registered with the Financial Conduct Authority and may introduce you to third party finance providers if this is your preferred option of payment.


  1. The communication between the customer and the Company will be predominantly by email. The customer's email address used by the Company will be the same one supplied by the customer during the ordering process.

  2. When the customer obtains a quote from the Company, the Company will arrange for a survey to be conducted, either in person/or via photo’s of current installation. Upon completion of survey the Company will provide:-

    • a final quotation detailing customer requirements and total cost.

    • arrangements for works to be carried out.

Inspection of the site

  1. After a quote is provided by the Company, it would be helpful for the customer to send photos to assist with the provision of a more accurate quote. By arranging an initial consultation and/or viewing the photos in advance the Company can discuss any technical aspects of the installation prior to the engineer attending; this makes the installation process run as smoothly as possible ensuring the right boiler and materials are delivered to enable a suitable installation.
    The customer agrees that any photos supplied during or after the ordering process are true and accurate images of what the engineer will see at the installation site.
    If, upon physical inspection of the site, it is determined that equipment ordered is unsuitable or technically not possible to install as ordered, then the Company will inform the customer of why the installation cannot go ahead as ordered and discuss alternative options including any delay to installation that may be incurred. If the customer declines the alternatives offered, or if no alternatives can be offered, then the Company remove any materials that may have already been delivered to site and the customer will not be charged.
    In exceptional cases where the Company determines an installation cannot take place, the Company reserves the right to decline any order at any time. Should the Company decline an order, no damages or expenses of any kind shall be payable by the Company to the customer.

  2. If, upon physical inspection of the site, it is determined that more equipment or a significant amount of extra work is required, then the Company will inform the customer of any increase in costs prior to these costs being incurred. The customer will also be informed of any delay to installation that may be incurred. 

  3. The Company reserves the right to decline any order at any time up until completion. Should the Company decline an order, no damages or expenses of any kind whatsoever shall be payable by the Company to the customer.

  4. Any changes in materials and/or specifications from those detailed in the contract, will only apply when supported by an Amendment to Order document issued by the Company, which must be approved by the customer (this approval may be carried out either by physical documentation or by email).

  5. Whilst every effort is made to ensure the delivery and installation timescales agreed during the ordering process are met, the Company reserves the right to delay installation.

  6. If the flue length required to install a boiler is longer than 1m, the Company reserve the option to pass on to the customer costs associated with extra flue parts required. 

Carrying out installation work

  1. The customer will need to provide free access to and from the installation property on the agreed dates so we can install equipment. You must provide free access to water, gas and electricity for installing and testing your new equipment.

  2. Proheat Boilers reserve the right to terminate the contract should the work environment be deemed unsafe for our Engineers.

  3. It is the responsibility of the customer to ensure there is adequate vehicle parking for the engineer to park their van. If a permit for parking is required, it is the responsibility of the customer to organise the permit.

  4. The website proheatboilers.com, is designed only for domestic boilers in domestic properties.

  5. Prior to any attendance by the Company, it is the customer's responsibility to secure any permissions, licences or permits that may be required to authorise the work. Examples of such permit could be a listed building consent, landlord consent or freeholder agreement.

  6. Existing pipework, valves, radiators and other equipment should all be in working order. If they have been poorly installed or have become faulty over time then any such failure or consequential damage is in no way the responsibility of the company even if an engineer has been working on them.

  7. The route for new pipes will need to be installed in a way which makes the most functional sense from an engineering point of view, not simply aesthetic. Pipework may need to be surface mounted and clipped in place. Please do not expect our engineers to bury pipework in the walls, under the ground or box the pipework in.

  8. The Company will always try to complete work before 6pm on the day of installation but may on occasion need to use a reasonable amount of overtime to achieve completion. It is a condition of this contract that your approval to such overtime is granted, although we will endeavour to minimise any disruption or inconvenience.

  9. The Company accepts no liability for any damage to the work area.
    It should be anticipated that an amount of redecoration may be required, this will be the customer's responsibility and is not included in the price.

  10. The Company will not be liable for any damage caused to existing plumbing installations or any consequential damage caused by the failure or incompatibility of existing pipework, taps, valves, showers, other fittings or any appliances.

  11. The Company will not be liable if your existing shower/boiler is not compatible for any reason with a new shower/boiler.

  1. Whilst engineers working on behalf of the Company will take reasonable care not to damage wiring, plumbing and other services at your property, the Company cannot be held responsible for any consequential damage caused to existing services/installations that are not clearly visible.

  1. The Company will not be liable for any damage to your home which is caused as a direct result of structural defects or weaknesses at the installation address whether they are visible or not. 

  1. The customer agrees to make available their own materials, at their expense, at the time of the work taking place if they would like a specific material such as a matching brick to be used.

  1. When adding new equipment to your house, our engineer will need to inspect existing relevant infrastructure to ensure it meets current regulatory standards and is of suitable performance. 

  1. Where a boiler is to be fitted in a loft space, access to the loft must be via a fixed loft ladder. From the top of the fixed ladder the loft must have a suitably boarded walk way to the boiler location. At the boiler location, at least 1 m² of suitable boarding must be in place under the boiler. Permanent lighting should also be present. If the boiler is within 2 meters of the loft hatch, the hatch will need to be able to be sealed off whilst an engineer works in the loft.

  1. The engineer will take pictures of your installed equipment and relevant infrastructure for the Company's auditing process and for our own records. The engineer may also attend with other people such as apprentices. From time to time the Company may use pictures of installed equipment for marketing purposes.

  1. If for any reason the engineer is unable to get mobile phone reception, the house holder agrees to make available to the engineer access to their internet connection for no charge.

  1. Once the Company's appointed engineer is satisfied that the work is complete and the customer has been given the opportunity to inspect, then all works required to fulfil the contract are deemed to have been completed.

  2. If something goes wrong during the installation period the customer agrees to give the Company and its engineers reasonable opportunities to put things right by providing access to the installation address and time to remedy any faults or problems. In addition to this, the customer undertakes to minimise or avoid any losses it may suffer as a result of the action or inaction of the Company or the appointed engineer.

  3. The Company are not liable for any loss of profit, loss of business, business interruption or business opportunity under any circumstances.

  4. The Company will discuss the cost of any access equipment required prior to starting installation work. 

Finance and Payments

  1. During the order process, if the customer would prefer to pay for goods and services using a finance package, the Company may introduce the customer to a third-party finance provider. 

  2. If you have entered a credit agreement with a finance provider the Company has introduced you to, you will need to enter a separate agreement with that provider.

  3. If the Customer has entered a credit agreement via one of the Company's nominated finance providers, the terms of the agreement will apply as part of this contract. If the credit agreement is later cancelled, then subject to the terms of the 1974 Consumer Credit Act, the contract balance will become immediately payable by the customer. This does not affect your statutory rights.

  4. All goods supplied remain the property of the Company even though installed, by way of a lien, until fully paid for and the Company reserves the right of re-entry to remove any such goods whether fixed or otherwise, which remain unpaid for.

  5. All the prices displayed by the Company include VAT unless otherwise stated. 

  6. In the event of suspension or cancellation of the work at the request of the customer, or lack of instructions or delay on site caused by matters beyond the control of the Company, any extra expenses thereby incurred or losses suffered by the Company shall be chargeable to the customer along with a reasonable addition for administration and overhead costs. This condition shall not be construed as to affect any statutory or common law rights of the customer.

  7. Debris will be removed from site as part of the contract price, but this does not include the removal of any dangerous/hazardous waste material such as asbestos which we become aware of before or during the installation. It is the responsibility of the customer to arrange for the safe removal and disposal from site at their own expense and to provide the Company with a Clean Air Certificate as proof this work has been completed.

  8. If the customer would like to keep any old equipment or material that will be removed as part of any installation work ordered, they must let the appointed engineer know on the day of install. 

  9. Any water storage tanks in the loft which are decommissioned as part of the work will be left in place. 

  10. Party Wall Act; it is the responsibility of the customer to undertake a party wall agreement with any neighbouring properties where required in advance of the Company attending site to carry out work.

  11. Under Construction (Design and Management) Regulations 2015 the Company needs to ensure operatives working on the site have access to welfare facilities including; a toilet, washing facilities, drinking water and facilities for rest in a warm indoor area. To reduce costs, the customer agrees to provide access to these facilities within the existing property for workers to use in a clean and respectful way. If the customer would like the Company to make alternative arrangements to comply with these CDM Regulations, they will notify the Company at least 14 days before any onsite works are due to commence and pay the additional cost of hiring such facilities 7 days prior to work commencing.


  1. The customer will lose the right to cancel set out below should the Company complete the installation of your new equipment within 14 days of your order being placed and the customers has requested that the Company perform services within this 14-day period as it will be deemed that the Company has been engaged to carry out urgent maintenance or repairs at the customer’s household. 

Warranty specification

  1. Most items of significant value supplied by the Company are supported with a manufacturer backed parts and labour warranty providing they have been inspected and maintained annually. For example, a gas boiler will need to be serviced annually by a Gas Safe Registered engineer. The cost of servicing and inspecting after installation is not included in the price of this contract unless explicitly ordered during the purchase process. The customer must organise and retain service records for their equipment which must be produced to the Company or manufacturer upon request if making a claim under the warranty. After the installation, the company will ordinarily register your equipment warranty with the manufacturer and may email you the relevant details.

  2. Any workmanship will be done with reasonable skill and care by a suitably qualified person. The installation of pipework, joints and hand applied seals benefit from a 1 year warranty to include all parts and labour.

  3. Neither the Company nor the manufacturer of any parts or equipment will be liable to you, whether under this contract or otherwise where any failure, fault or problem arises as a result of;

    • Any failure of the customer or third parties in the care, operation, inspection, servicing or maintenance of any of the equipment which is not done strictly in accordance with the manufactures instructions. The customer is responsible for maintaining full and accurate service records for all equipment, without such records any warranty will be void.

    • Any deliberate damage or vandalism.

    • Damage caused by circumstances outside the control of the Company or the equipment manufacturer.

    • A variation in a flow rate of water to any installed equipment.

  4. The replacement of any faulty equipment during warranty periods is the responsibility of the specific manufacture of the product. 

  5. You must notify the manufacturer of any warranty claim against equipment or components as soon as reasonably possible once you become aware of the fault with a product. The contact details are supplied in the instruction manual.

  6. The warranty applies specifically to the equipment installed as part of this contract. Any existing timers, controls, radiators, towel rails, pipework, drains, other equipment or other devices are completely excluded from any warranty offered.

  7. The risk of any of the existing system failing once the new equipment is installed is solely the responsibility of the customer. 

  8. When the Company re-attend at the customer’s request but no fault is found, or the issue relates to something the Company are not responsible for, then the Company reserve the right to make a reasonable charge to cover costs for such an attendance.

  9. Converting from a standard boiler to a combi boiler there will likely be a pressure increase in your pipe work. This increase in pressure will exacerbate any existing/past leaks and can cause new leaks to appear. This is not the responsibility of the company and any repairs will be an additional cost.

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*Proheat Boilers Ltd is an Introducer Appointed Representative of TradeHelp. Our firm reference number is 980193. TradeHelp is a trading style of TradeHelp Ltd, Marchwiel Centre, Bryn Lane, Wrexham Ind Est, LL13 9UT, registered in England (03712438), authorised and regulated by the Financial Conduct Authority (firm reference number 995929). TradeHelp are a credit broker, not a lender, and offer loans from a small panel of carefully selected lenders. TradeHelp do not offer financial advice and do not charge you for credit broking services. All loans are subject to status.

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