Terms and Conditions

1. Introduction

These are Apex Heating and Plumbing Solutions Ltd's Terms and Conditions. They tell you the rules for using our services, what you can expect from us, and your rights and responsibilities.

2. When These Terms Apply

Please ensure you read these terms before using our services. By using our services, you are agreeing to these terms. The latest version always applies, and we'll usually only make updates when we offer a new service, change how we provide a service, or have to comply with a new legal requirement.

3. Services Provided

Apex Heating and Plumbing Solutions Ltd provides heating and plumbing services across South Wales including, but not limited to:

• Boiler installation, servicing, and repairs
• Gas Safety Certificates (CP12)
• Central heating and radiator work
• Powerflushing and system cleaning
• General plumbing repairs
• Emergency heating and plumbing call-outs
• Service plans

These terms apply to everything we offer in connection with those services: enquiries, quotes, project work, installations, repairs, servicing, and guarantees. All work is carried out by a suitably qualified and insured engineer.

4. Terminology

"Us/We/Our" refers to Apex Heating and Plumbing Solutions Ltd. "You" refers to the customer (the person or organisation for whom we agree to carry out work and/or supply materials). "Engineer" refers to the representative appointed by us to carry out work. We reserve the right to refuse or decline to undertake any work.

5. Quotes and Fixed Price Work

The total charge to you will be given as a firm cost inclusive of labour and materials (manifest errors exempted). Quotes are valid for 30 days. A written quote may be revised in the following circumstances:

• If, after submission of the quote, you instruct us (in writing or verbally) to carry out additional work not referred to in the quote
• If, after submission of the quote, there is an increase in the price of materials
• If, after submission of the quote, it is discovered that further work needs to be carried out which was not anticipated when the quote was prepared (e.g. condition of existing pipework, flues, or system water quality)
• If there was a manifest error when the quote was prepared

We will only be bound by quotes given in writing. Emergency and out-of-hours services may incur additional charges.

6. Deposits and Payment

Upon your agreement for us to carry out quoted or pre-booked work, a deposit of the total materials cost or 50% of the total job cost (whichever is higher) is payable immediately. Materials will not be ordered and work will not be scheduled until the deposit has cleared. We reserve the right to request full payment in advance at our discretion.

Should the deposit be delayed and we no longer have the dates available, alternative dates will be booked or the deposit returned.

Upon completion of work you will be invoiced, with payment due on receipt. We accept bank transfer and all major credit and debit cards. We reserve the right to charge interest on any unpaid invoice at 4% over the Bank of England base rate until payment is received in full. You accept sole liability to make payment in full.

7. Cancellation

If you need to cancel or rearrange a booking, you must notify us (preferably by telephone) at least 48 hours before the scheduled booking. Missed or late-cancelled appointments may be charged. Emergency bookings cancelled at short notice may still be chargeable.

For quoted installation work: once your deposit is paid, we order materials and reserve dates for your job, turning down other work to do so. If you cancel after materials have been ordered, your deposit will not be refunded — it is retained to cover materials ordered, dates reserved, and work declined on your behalf, together with time and materials incurred in accordance with your original instructions. If we cancel or are unable to complete the work, your deposit is refunded in full.

You have (in accordance with the Consumer Contracts Regulations 2013) fourteen (14) days in which to cancel following your acceptance of our quote — see our Cancellation and Right to Waiver policy below.

8. Timekeeping

Where a date and/or time for work is agreed, we will use reasonable endeavours to attend accordingly. We accept no liability in respect of late attendance or the late or non-delivery of materials. We will not be liable for any delay, or the consequences of any delay, due to any cause beyond our reasonable control, and will be entitled to a reasonable extension of time for performing our obligations.

9. Refunds

Due to the nature of heating and plumbing services, refunds are not offered once work has commenced or services have been carried out, except where required by law.

• Emergency call-outs: fees are non-refundable once an engineer has attended the property, regardless of outcome. Fees cover availability, travel, attendance, time, and professional expertise.
• Diagnostic work: diagnostic time and assessment are chargeable professional services. A fault being unrepairable, inaccessible, or uneconomical does not entitle you to a refund.
• Gas Safety Certificates (CP12): inspection fees are non-refundable once the inspection has taken place. Failure of a property or appliance does not entitle you to a refund. Certificates are only issued where legal safety requirements are met.
• Repairs, servicing and parts: labour charges are non-refundable once work is completed. Parts are subject to manufacturer warranties only. No refunds are given for pre-existing faults, wear and tear, third-party interference, or issues outside our control.

10. Satisfaction

We are committed to providing professional, top-quality service. If you are not wholly satisfied with our work you must provide written notice within 12 months to info@apexhps.co.uk. You must allow us, and our insurers, the opportunity to inspect and carry out remedial work where appropriate. If you fail to notify us as outlined above, we will not be liable in respect of any defects in the work carried out.

11. Guarantee

We provide a 12-month guarantee on labour carried out by an Apex engineer, in respect of faulty workmanship only, active from the date of completion, in addition to any manufacturer's warranties (which we register where applicable).

The guarantee becomes null and void if the work or appliance is:

• Subject to misuse or negligence
• Repaired, modified or tampered with by anyone other than an Apex engineer

We accept no liability for, nor guarantee the suitability of, materials supplied by you, and accept no liability for any consequential damage or fault arising from them.

We will not guarantee any work in respect of:

• Blockages in waste or drainage systems
• Work undertaken on your instruction against the written or verbal advice of the engineer

Work is only guaranteed where it was directly undertaken by us and full payment has been made. Where we agree to carry out work on installations of inferior quality or over ten years old, no warranty is given and we accept no liability in respect of the effectiveness of such work.

12. Liability

We will only be liable for rectifying our own guaranteed work, and will not be held responsible for any ensuing damage or claims resulting from other work overlooked, or subsequently requested and not undertaken at the time.

We shall not be held responsible for electrical faults occurring on a boiler during routine service or repair. It is a common and well-documented problem that some boilers malfunction when the power supply has been interrupted; we must isolate the electrical supply for health and safety reasons when carrying out these tasks.

We shall not be held responsible for any service valves within the property that become defective while being used for their intended purpose — including external and internal stop taps, isolation valves (pipework/boiler), drain-cocks, radiator valves and bleed/vent points. Should they become defective during use, we will advise and quote for repair or replacement.

We shall not be held liable for pre-existing defects or faults, delays caused by circumstances beyond our reasonable control, or indirect or consequential losses. Nothing in these Terms limits liability for death or personal injury caused by negligence.

13. Safety and Compliance

All gas work is carried out by a Gas Safe registered engineer (registration no. 5988284) in accordance with Gas Safe regulations and UK safety standards. We will not commission or leave in service any installation we deem unsafe. You must disclose known hazards or issues at the property, and you will be solely liable for any hazardous situation in respect of the Gas Safety Regulations or any Gas Warning Notice issued.

14. Title to Goods

Goods supplied and delivered by us to you or your premises remain our property until paid for in full. Whilst goods remain our property we have the authority to retake, sell or otherwise deal with or dispose of all or any part of them, and to enter any premises in which the goods are installed, stored or kept. The risk in goods passes to you on delivery, and you must insure them at replacement value. You hold no right to withhold any tools or materials brought onto the premises.

15. Appointments and Access

You must provide safe and reasonable access to the property at the agreed time. Failure to provide access may result in a call-out or cancellation charge.

16. General

These terms may not be varied except in writing signed by us and you. Our terms will prevail over any terms contained in documentation sent to us by you. These terms, and all contracts between us, are governed by the laws of England and Wales and subject to the exclusive jurisdiction of the courts of England and Wales.

Our Policy on Fitting Equipment Supplied by Customers

We prefer to supply our own materials to ensure a high-quality, trouble-free installation or repair. We only provide genuine, first-quality materials from reputable suppliers who offer enforceable warranties — never from online auction or refurbished-parts sites.

We understand that when budgets are tight it can be tempting to source "bargains" online and engage us on a labour-only basis. We are prepared to work this way, but you should be clear from the start where the pitfalls lie:

• You are responsible for ensuring customer-supplied materials are correct, complete, and on site for the agreed start date
• We accept no responsibility for the suitability, quality, or performance of customer-supplied materials, and no warranty is given on them
• We regret we cannot accept any costs arising from delays, faults, incompatibility or other problems arising from materials not supplied by us — time lost and return visits will be charged at our standard rate
• Our deposit and cancellation terms apply regardless of who supplies the materials; dates reserved for your job are covered by the deposit even where we have not ordered materials ourselves

Cancellation and Right to Waiver

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015, you have the right to cancel within 14 calendar days starting on the date you accept the quote — the "cooling-off period."

If you cancel within this period we will reimburse payments received from you, including any deposit, except where you have requested that work begin (including the ordering of materials) within the cancellation period, or where you have requested urgent repairs or maintenance.

Right to waiver: By paying your deposit you request that work commence within the 14-day cancellation period, and understand that if you later cancel, you will be liable to pay a reasonable amount for all work carried out and materials ordered before cancellation is communicated to us. If your booking is made to start within 14 days, you waive the cooling-off period by proceeding.

To cancel, call 07960 731478 or email info@apexhps.co.uk with your name, quote or invoice number, and work start date.

System Flushing Disclaimer

System flushing is the fastest and most effective way to clean heating systems, using purpose-built power flushing/MagnaCleanse units to cure circulation and boiler noise problems caused by sludge, corrosion deposits and scale. Whilst rare, you should be aware:

• A flush can be extremely effective in cleaning corroded systems but cannot undo the corrosion and gradual decay that led to the need to flush. Any design faults should be rectified before flushing.
• It is not possible to inspect a system internally beforehand. On heavily corroded systems, flushing may occasionally reveal a leak. The advanced corrosion required for this means the leak would have occurred imminently regardless — better that it happens while we are present to remedy it.
• Severely neglected systems may retain compacted debris after flushing, and radiators or boilers at the margin of failure may not be fully restored.
• The quoted price covers the flush only. Any additional work arising during or after the flush will be quoted at additional cost.

Service Plan Terms and Conditions

1. What the plan includes

Your Apex Service Plan includes: one annual boiler service; (landlord plans) one CP12 Gas Safety Certificate per year; priority booking for breakdowns; and [X]% discount on labour for repairs. Parts and any labour not listed above are chargeable and will be quoted before work proceeds.

2. What the plan is not

The plan is a maintenance agreement, not an insurance policy. It does not guarantee repair of any fault, and does not cover parts, consumables, system upgrades, sludge or scale-related failures, or faults arising from misuse, third-party work, or pre-existing conditions identified at the first service.

3. Eligibility and first inspection

Plans are subject to a first inspection of the appliance and system. We may decline to cover, or apply conditions to, appliances that are over 10 years old, obsolete (parts unavailable), or in poor condition. Any faults found at the first inspection must be rectified (chargeable) before the plan takes effect.

4. Payment

The plan is payable monthly in advance by [Direct Debit/standing order]. If a payment fails and is not brought up to date within 14 days, the plan is suspended and no plan benefits apply until payment is restored.

5. Annual service scheduling

We will contact you to arrange your annual service. It is your responsibility to provide access; a service missed due to no access is forfeited for that plan year.

6. Cancellation

You may cancel at any time with one month's notice. If you cancel within the first 12 months and have already received your annual service and/or CP12, the balance of the standalone price of that service is payable. We may cancel the plan with one month's notice, refunding any unused whole months.

7. Fair use

Priority response applies to genuine breakdowns of the covered appliance. Repeated call-outs for the same user-error or non-fault issue may be charged at standard rates.

8. General

Our general Terms and Conditions apply to all work carried out under the plan.

Contact

Apex Heating and Plumbing Solutions Ltd

📍 58 Victoria Street, CF45 3AP, South Wales, UK
📞 07960 731478 · 📧 info@apexhps.co.uk · 🌐 apexheatingandplumbing.co.uk
Registered in England and Wales, company no. 16892811. Registered office: 58 Victoria Street, CF45 3AP.