Terms & Conditions

What these terms and conditions cover:

These are the terms and conditions if we supply products to you, whether these are goods, products, or services.

Why you should read/keep them:

These terms explain who we are, how we will provide products or services, how you and we may change or end the contract, what to do if there are problems and other important information. You should read them carefully and print/keep a copy for your records.

Information about who we are, these terms, and how to contact us:

We are Moorhouse Heating Limited (MHL), a company registered in England and Wales. Our company registration number is 8781197. Within these terms and conditions, we may refer to Moorhouse Heating Limited with the words ‘we’, ‘us’, ‘ourselves’, or ‘our’. We may also refer to you as ‘yourself’, ‘your’, or ‘client’. Our registered office is The Old Post Office, 19 Banbury Road, Kidlington, OX5 1AQ. Our VAT number is 207 8632 04. Our trading address is Suite 2, G-CON Tower, Emmervale Court, Midland Road, Cirencester GL7 1PZ

We only sell or provide services in the UK. Our website is solely for promoting our products and services in the UK. Unfortunately, we do not accept orders from addresses outside the UK.

How we may use your personal information:

We will only use your personal information and data for marketing purposes with your consent, as set out in our Privacy Policy.

How to contact us:

You can contact us by telephoning our customer service team at 01285 407123 or by writing to us at our head office Suite 2, G-CON Tower, Emmervale Court, Midland Road, Cirencester GL7 1PZ or by emailing us at info@moorhouseheating.com.

How we may contact you:

If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you have provided, this includes email when we use the words “writing” or “written” in these terms.

Use of subcontractors:

We reserve the right to use subcontractors to complete any type of work at your premises (on our behalf). The subcontractor will have their own Gas Safe registration number, which will be different from our Gas Safe registration number. Unless you specifically request the visiting engineer’s Gas Safe registration details, we may not inform you of their Gas Safe registration number or ID card license number. When we are installing a gas appliance at your property it may be notified to the local authority under a subcontractor’s Gas Safe registration number and not our Gas Safe registration number.

Our contract with you

How we will accept your order:

Our acceptance of your order will occur when you either accept our quotation, pay our invoice, or we confirm your booking in writing, at which point a contract will exist between you and us. If you have booked and paid through our website we may not be able to accept your order, in this instance, any contract between you and us will be cancelled/void and we will refund you the full amount you have paid.

Your order number:

We will assign a job reference number to your order and tell you what it is when we confirm your order via email. 

Products may vary slightly from their images/pictures:

Product images on our website, quote, or marketing material are for illustrative purposes only. Your product or service may vary from those images. 

Workmanship guarantee:

We will guarantee our workmanship, including materials, labour, and parts, for a maximum period of 30 days from the date the work was completed and/or parts were installed. If an issue occurs (within the 30-day period) directly related to labour, parts, or materials supplied by ourselves, we will not charge you the cost of the remedial works to resolve the issue. However, if we have provided specific advice and you do not follow that advice, this guarantee will not be in effect and void. If the information provided by you concerning a guarantee claim is not sufficient or correct and, therefore, we cannot carry out the remedial works, this guarantee will not be in effect and will be void. In certain circumstances, installed equipment may come with a manufacturer’s warranty, which may be longer than our 30-day guarantee. In this instance, we may ask you to contact the manufacturer to organise a claim. Moorhouse Heating Limited have no association or connection with separate manufacturer guarantees/warranties. Moorhouse Heating Limited are not responsible for any work carried out by a third party. Within the 30-day guarantee period, only Moorhouse Heating Limited and an equipment manufacturer can work on the installed equipment. If you engage the services of a third party, your 30-day guarantee will no longer be in effect and will be void. We will not be liable for any costs incurred in using a third party, either within the 30-day guarantee period or beyond.

Your right to make changes:

If you wish to change the product or service you have ordered, you must inform us 48 hours before delivery/arrival. We will let you know if your requested change is possible/accepted and let you know about any changes to the price, product, or timing. We will then ask you to confirm whether you wish to proceed. Changes to orders within 48 hours of delivery/arrival will not be accepted.

Our right to make changes:

We may make changes to the product or service from your order at any time to reflect changes in relevant laws and regulatory requirements and to implement minor technical adjustments and improvements. In addition, we may make more significant changes to a service or product, including a product or service mentioned on a quotation supplied by ourselves. In this instance, we may not inform you of the change and may not provide you with a refund.

Changes to your guarantee/warranty period:

Due to occasional complications in the supply or installation of a product, it may not be possible to provide the entire length of a manufacturer’s guarantee/warranty, even if the guarantee length has been quoted by ourselves. Additionally, if difficult installation conditions alter our ability to provide the guarantee/warranty period mentioned in our correspondence or quote, you will not be compensated for this and your guarantee period may be significantly reduced.

Your right to end the contract:

If you wish to cancel your contract with us, you must inform us more than 48 hours before the delivery or arrival of your product or service, or you will be unable to cancel. Your right to end the contract will depend on what you have ordered, whether there is anything wrong with it, or if there are special conditions noted on your quote, invoice, or any correspondence with ourselves. For instance, if we have informed you that a service/product is non-refundable (for any reason), you can not cancel your contract with us at any time and must pay our invoice in full. If you have just changed your mind about the product, you may be able to get a refund, but this may be subject to deductions, and you may have to pay the costs of returning goods. You can not cancel your order within 48 hours of product/service arrival, meaning you will not receive a refund.

How to end the contract with us:

To end the contract with us, please inform us by phone or email more than 48 hours before the delivery of goods or services. Otherwise, your request to cancel the contract will not be accepted and you will have to pay your invoice in full. 

Returning products after ending the contract:

If you wish to end the contract after products have already been dispatched by ourselves, or you have received them, and we accept the termination of the contract, you must return them to us within 14 days. You must either return the goods to us at Suite2, G-CON Tower, Emmervale Court, Midland Road, Cirencester GL7 1PZ or (if they are not suitable for posting) inform us so we can arrange collection. We will charge you for collection/postal costs.

Our rights to end the contract:

We may end a contract for a product or service at any time by calling or writing to you if:

The job is different in any way from the description provided by yourself.

There are health and safety concerns.

There are unforeseen problems that mean completion of the job will result in unforeseen extra costs to ourselves.

There are issues with vehicle parking that mean completion of the job will result in unforeseen extra costs to ourselves.

There are technical issues that mean completion of the job will result in unforeseen extra costs to ourselves.

You do not pay your invoice when it is due.

You do not provide us with any requested information necessary to provide the products or services.

You do not, for any reason, provide us with the ability to deliver the products to you.

You do not allow us access to your premises to supply the services.

If your job is cancelled by ourselves (for any reason), we will not provide you with any form of compensation.

If there is a problem with the product or service, or you have a complaint:

Please write to us with all the information about your complaint. Please make sure you include your full address and postcode. Please also attach any pictures or other relevant information.

Email: info@moorhouseheating.com

Postal address: MHL Customer Support, Suite 2, G-CON Tower, Emmervale Court, Cirencester, GL7 1PZ

If you would prefer to call, our Customer Service team are available on 01285 407123.

We will thoroughly investigate your complaint and reply in writing as soon as possible. Your patience is appreciated whilst we investigate.

Price and payment:

Where to find the price for the product or service:

The price of the product or service will be indicated on correspondence from us, including on a quotation, invoice, website page, email, or verbally provided when you place an order or enquire about pricing.

When and how you must pay:

We accept payment with most credit and debit card providers; we also accept payment by bank transfer. We do not accept payment by cash or cheque unless we have pre-agreed this option in writing.

You must pay the full amount of our invoice by the date displayed on the invoice (by the end of that day). We will email or post our invoice to you using the address you provided on your initial enquiry (unless you write to us and request we send it to a different address). We do not accept late payment due to the invoice going into an email junk folder, being sent to the wrong email address to the one you provided, or being lost in the post. You may be invoiced before work is completed, and you can pay the invoice at any time, however, the invoice will only be due for payment by the date on the invoice (end of that day). We do not provide extended payment terms unless otherwise agreed in writing by ourselves.

In certain circumstances, we may ask for a deposit before a job begins, in this instance, the deposit amount must be paid in full before the delivery of goods or services and the remaining amount must be paid on completion of the work. If we do not receive full payment of the deposit more than 48 hours before the work begins we reserve the right to cancel our contract with you without notice and we will not provide any form of compensation.

If you do not pay your invoice we may charge interest on the overdue amount at the rate of 8% a year above the base lending rate of Barclays Bank Plc. This interest shall accrue daily from the invoice issue date until payment of the overdue amount, whether before or after judgment. You must pay us interest together with any unpaid amount.

We reserve the right to withhold a safety certificate, service record, job report, warranty confirmation, local authority sign-off certificate, or any other documentation until full payment of your invoice has been received.

Our responsibility for loss (including financial) or damage suffered by you:

Loss or damage to your property:

If we provide services or install products at your property, we may agree to compensate you for loss or damage to your property caused by us. However, we will not be liable for (or compensate you for) damage to walls, carpets, flooring, tiling, boxing, worktops, cupboards, or any other decorative item that has been damaged or disturbed through our installation process. Also, we will not be liable for supplying or installing protective coverings for floors, carpets, or furniture. It is your own responsibility to protect these items and we will not compensate you for damage to unprotected floors, carpets, furniture, or any other item.

Following the installation of a combi boiler, system boiler, unvented hot water cylinder, or when connecting any low-pressure heating/hot water system to a high-pressure heating/hot water system:

Under certain circumstances, when converting from low to high pressure, equipment such as showers or shower pumps may no longer be suitable and need disconnecting. In this instance, we will not be liable for replacing/installing a new shower. It is also possible you may get leaks in heating equipment such as radiators or pipes laid in solid floors. In this instance, we will not be liable for repairing or replacing this equipment and may not be able to provide this service.

In certain circumstances, when installing a mains pressure hot water cylinder the water main (internally and/or externally) may require upgrading in size. In this instance, we will not be liable for providing the upgrade and may not be able to provide this service.

Following a boiler flue installation:

Following installing a boiler flue, there may be a hole in the exterior wall where your previous boiler flue was positioned. Our installers will make good this hole to a level that satisfies gas safety regulations and basic weathering requirements. However, this hole will not be made good to a professional building standard, and the brick/stonework will not match your existing wall. Therefore, you may require a builder to provide a professional finish, and we will not be liable for this cost.

When Powerflushing your heating system:

When power flushing a heating system, leaks can occur on the radiators, pipework, or boiler. We will not be responsible for extra labour/material costs associated with repairing these leaks and may not be able to provide a repair. We cannot guarantee that a power flush will solve your heating issues successfully. In addition, further work may be required, including the possibility of a new boiler/heating system, in this instance. we will not be responsible for the associated extra labour/material costs.

Following the draining down of your heating or hot water system:

In certain circumstances, it may be necessary to drain down your heating or hot water system to complete the agreed installation or maintenance task. In this instance, damage can be caused to all or part of your heating or hot water system. After draining and refilling, part (or all) of your heating/hot water system may no longer work. In this instance, we will not be liable for any extra costs associated with repairing (including power flushing) or replacing all (or part) of your heating or hot water system. You may require a replacement of your entire heating or hot water system, and we will not be liable for any costs associated with this and may not be able to provide this service.

When working in buildings with specialist flooring:

When working in buildings with specialist flooring, we will not be responsible for damage caused directly or indirectly by ourselves (to the flooring). This includes (but is not limited to) gyms, sports halls, film/photography studios, laboratories, dance studios, and arenas. In addition, we will not be liable for any labour or material costs incurred in the repair or replacement (part or all) of the floor covering or floor base.

When a job takes longer than the estimated/presumed time and overruns:

Job completion times provided by ourselves are an estimated time only. The job may take much longer than estimated and therefore overrun. In this instance, we will not be liable for any costs incurred by the homeowner, business, or tenant concerning this outcome. If emergency measures are instigated by yourself, such as a homeowner, tenant, or resident being placed in emergency accommodation, we will not be liable for any costs incurred and will not pay compensation of any kind.

When essential services are not reinstated:

Due to job overrun, labour/material supply issues, or health and safety concerns, essential services such as hot or cold water, heating, gas, or electrics may not be reinstated following work carried out by ourselves. In this instance, we will not be liable for any costs incurred by the homeowner, business or tenant in relation to this outcome. In addition, if emergency measures are instigated by a client, such as a homeowner, resident, or tenant being placed in emergency accommodation, we will not be liable for any costs incurred. We will not pay compensation of any kind.

When leaks or damage occurs on equipment not installed by ourselves:

We will not be responsible for damage to pipework or equipment not installed by ourselves. When we are installing or maintaining equipment, it is possible that disturbance could cause damage (such as a leak) to existing pipework, fittings, or equipment. We will not be liable for any repair/replacement costs incurred in this instance. We will also not be liable for any damage caused to your property.

When your gas meter is undersized:

In some instances, the gas meter at your property may be undersized for the output of the gas appliance we have quoted for or installed. In this instance you may require a gas meter with a larger output, however, we are unable to supply or install this. We will not be liable for any costs you may incur in the installation of a larger output gas meter and will not compensate you in any way for this outcome. It is your own responsibility to make sure the gas meter at your property has a large enough output for the gas appliances we have quoted for. We will provide information on the output of gas appliances on your quote.

When installing a magnetic filter:

When we provide a quotation for a replacement boiler, we may include (or provide an option for) a magnetic filter. The filter may extend the boiler manufacturer’s warranty period. If you accept our boiler quotation and the filter element within it, there is a possibility the filter will not be able to be installed (due to adverse site conditions). In this instance, we will refund you the cost of the filter only. The manufacturer’s warranty period may be reduced if the filter cannot be installed. In this instance, we will not compensate you for the reduced warranty period or provide any further financial compensation.

When specifying heating/hot water appliances:

We may recommend, specify, or quote to install heating/hot water equipment such as a boiler, water heater, or air heater. In this instance, the appliance specification will be based on our estimated opinion only, we will not have performed an energy/heat loss survey. If the recommended equipment underperforms or the output is deemed inadequate, we will not be liable for any costs incurred in replacing/upgrading the equipment. We highly recommend you engage the services of an energy-loss specialist and have a full, professional survey conducted before accepting a quotation for the installation of heating equipment by ourselves. 

Equipment installation:

When installing any equipment, including boilers, hot water cylinders, radiators, and parts, we reserve the right to not install them to the manufacturer’s recommended guidelines, requirements, regulations, or instructions.

Business Care specific terms:

Business Care is our term to describe commercial boiler/heating cover or a service and maintenance agreement.

Spare parts and call-outs are not included and are charged separately on a pay-as-you-go basis.

We reserve the right to increase our call-out/hourly rate at any time. The call-out/hourly rate displayed in our brochure, or quoted to you in correspondence may increase due to travel costs. for instance, if you request a call-out and we need to source an engineer from outside your area, our call-out rate/hourly rate may increase.

We will aim to attend to call-outs within 4-hours. However, this is not guaranteed.

A heating system or plant room check is a visual inspection of heating or hot water equipment within the room where the appliance(s) are being serviced. It does not include other areas of the building.

A gas safety certificate includes an inspection of the appliance being serviced only. It does not include tests on the gas supply pipework.

By accepting a Business Care quote, you will be agreeing to our full terms and conditions, and not just terms specific to Business Care.

Gas safety certificates/inspections:

Unless otherwise stated, the gas safety certificate/inspection element of a quote/invoice is defined as a safety check of a gas appliance only. It does not include an inspection of the gas pipework between the gas meter and appliances, or a tightness test of the gas supply pipework.

Service/inspection reminders:

We may email you when your appliance service or safety certificate is due. However, you are responsible for contacting us to book an appointment. MHL will not be liable for a service or gas safety certificate that is overdue or not completed within the manufacturer’s recommended time frame.

Waste materials:

We will only remove waste materials from your premises if waste removal is mentioned explicitly on your quote/invoice. We will only remove waste materials directly associated with work carried out by ourselves. We may ask you to dispose of all (or some) of the waste materials yourself.

Waste materials removed by ourselves will be responsibly disposed of under the Environmental Protection Act 1990

On The Blog

View "What Happened to British Gas Business Care?"

Front view of grey and blue commercial boilers installed on a jig

What Happened to British Gas Business Care?

nationwide Quote Have British Gas stopped providing Business Care plans and commercial boiler cover? Yes, at the beginning of 2022 British Gas stopped providing Business Care and commercial boiler maintenance. Why have British Gas cancelled Business Care? British Gas have not released a public statement to explain why they have cancelled Business Care and no […]
Read "What Happened to British Gas Business Care?"