Visiting Your Property
Your contract with us begins on the day you book a repair with us.
Before completing any diagnosis or repair work, we will complete a risk assessment. If the risk assessment deems that it is unsafe for the engineer to complete the work, the Company reserves the right to cancel the booking. The Company will attempt to rebook the visit, however if this is not possible then the Company reserves the right to charge the inspection fee to cover engineer costs.
The customer agrees that on the day of the inspection/repair an adult (over the age of 18) will be present. Should an adult not be present, the engineer will not enter the property to carry out the inspection/repair. The Company will attempt to rebook the visit, however if this is not possible then the Company reserves the right to charge the inspection fee to cover engineer costs.
You are responsible for arranging access to your home, and you will need to re-arrange the appointment if we are unable to enter.
The customer will need to provide free access to and from the property (both internal and external access may be required) on the agreed dates so that we can carry out the repair. You must also provide free access to water, gas and electricity (where applicable) for repairing and testing your equipment.
Our Engineers come to work to deliver services in your home. They aim to treat you courteously at all times and expect you to treat them in a similarly respectful way. We take seriously any threatening, abusive or violent behaviour against any of our Engineers. Where an incident of threatening, abusive or violent behaviour towards our Engineers occurs, the Engineer will immediately leave your home and the property made safe and the incident may be reported to the police. MY PERFECT BOILER LTD will not send another Engineer to your home until an investigation and risk assessment has been carried out. MY PERFECT BOILER LTD reserve the right to terminate the contract should the work environment be deemed unsafe for our Engineers.
Whilst every effort is made to ensure the repair takes place at the allocated booking time, the Company reserves the right to delay the repair for reasons including (for example, but not limited to) part availability, fires, strikes, illness, severe weather, lockouts, terrorism, war and any other causes beyond the control of the Company interfering with its execution or completion of the contract. Time shall not be deemed to be the essence of the Contract.
If we need to remove any fixtures or fittings in your home to complete the repair, we will let you know before starting. We won’t be able to completely make good of any repair by replacing or restoring to the original specification.
It is the responsibility of the customer to ensure there is adequate vehicle parking for the engineer to park their van within 25 meters of the entrance to the property. Any charges for parking are to be paid by the customer. If a permit for parking is required, it is the responsibility of the customer to organise the permit or notify the Company of the restriction at least two working days before the repair is due to be completed (or at the time of booking, whichever is sooner).
During the fulfilment of this contract, the customer agrees to provide a safe and respectful workplace for any persons attending the repair address. Persons attending a property to carry out work connected with this contract will leave the property if rude, abusive or unsafe conditions are encountered. If this happens, it will be at the sole discretion of the Company if a reattendance is arranged and what the charge for such a reattendance will be. In any event, no refund will be due from the Company to the customer if the site is vacated for reasons of safety, abuse or general rudeness.
Your Repair
As part of your repair inspection, your engineer will determine the state of your boiler or heating system and assign one of the following categories:
- Issue fixed: Fixed within the £80 1 hour inspection period
- Repair required: unable to fix within the 1 hour inspection period and provide a fixed price, no obligation time and materials quote to complete the follow up work.
- Replacement required/BER: after diagnosing the problem, it was determined that the boiler is beyond economical repair. A quote will be provided for a replacement boiler through MY PERFECT BOILER LTD and the initial inspection cost will be refunded against the cost of the replacement boiler at the point of purchase.
- Cannot diagnose: MY PERFECT BOILER LTD requires full access to the customer site and the boiler in order to diagnose the issue within the 1 hour inspection visit. In cases where we are unable to diagnose the problem or unable to access the site, where possible a quote will be provided for a replacement boiler through MY PERFECT BOILER LTD and the initial inspection cost will be refunded against the cost of the replacement boiler at the point of purchase.
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.
During the repair, our health and safety plan requires the engineer to have access to working communication devices. If for any reason the engineer is unable to get mobile phone reception, the customer agrees to make available to the engineer access to their telephone and internet connection for no charge.
The boiler and any other equipment that needs routine servicing (such as filters, valves, pumps and controls) should be kept readily accessible and in particular the clearances around the boiler should be maintained as set out in the manufacturer’s instructions. If a repair engineer attends and cannot access equipment, or the required clearances have been compromised in a way that prevents the item being repaired or operated safely, then the obstruction will need removing prior to any re-attendance to complete the repair work.
If there is any asbestos present within your boiler or at/near the repair site, we may be unable to carry out the appointment until you have provided us with a “certificate of reoccupation” to prove that all asbestos has been removed and that it is safe to return to the property.
MY PERFECT BOILER LTD will not be held responsible for any loss or damage to any property caused by the boiler or system breaking down, e.g. for damage to carpets or ceilings due to water leaks (not directly caused by us). General exclusions apply to all repairs. These include, but are not limited to:
- Cost of any work, which is carried out without our approval, or the cost of repairing the installation or any fault which someone who does not work for us has caused
- Repairing or replacing designer or curved radiators
- Repairing or replacing damage to other properties
- Making repairs caused by problems to your gas, electricity or water supply
- Turning off the external water supply stopcock to complete repairs
- Repairing or replacing any damage normally covered by household insurance
- Repairing or replacing any issues relating to interference with your internet connection, radio signals or software
- Making improvements to your home
- Repairing or replacing central heating management systems
- Change of pressure to old pipe work from an unsealed system to a sealed system.
We will carry out repairs or replacements at our sole discretion. MY PERFECT BOILER LTD reserves the right to use our own judgement to decide whether the requested repair is carried out.
Whenever we provide you with replacement parts, we will issue you with a product that has similar functionality to the replaced parts. They may not be the exact part or product that is being replaced.
For older parts that we are no longer able to source, we will do what we can, within reason, to source and fit alternative parts that will allow us to complete the repair.
Upon completion of all physical works at the property, the customer (or their representative) may inspect the work before the engineer departs. Once the Company’s appointed engineer is satisfied that the work is complete and the customer (or their representative) has been given the opportunity to inspect, then all works required to fulfil the contract are deemed to have been completed.
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.
If the customer would like to keep any old equipment or material that will be removed as part of any repair work, they must let the appointed engineer know on the day of the repair.
The Company is not liable for any loss of profit, loss of business, business interruption or business opportunity under any circumstances, including but not limited to rental income.
Please Read Carefully Before Signing
The Purchaser agrees to buy and the company agrees to install the goods. The purchaser acknowledges that the terms and conditions have been read and understood. The purchaser acknowledges receipt of a copy of this contact including the notice of their cancellation rights. By signing our order form you are agreeing to our terms and conditions/ contract.
