Terms and Conditions

For E.ON Energy Installation Services

Boiler Terms and Conditions

Key terms

1. Agreement

The ‘Agreement’ means collectively the Terms and Conditions, your Schedule of Works and your Quotation. The Agreement is a legally binding contract between You and E.ON Energy Installation Services Limited. 

2. Services

We will (a) use all reasonable care and skill when providing the services detailed within our Quotation and Schedule of Works and (b) ensure that any goods provided in line with the Quotation and the Schedule of Works are suitable for the specified purpose.

3. Price

You will pay the price for the Installation Works as set out in your Quotation and at the times set out in your Quotation, or as agreed between us and confirmed in writing.

4. Your right to cancel

You do have a 14 day cooling off period so if you wish to cancel this Agreement, please get in touch by either: completing the cancellation form (provided in Schedule 2) or notifying us in writing of your cancellation and sending this to either (a) E.ON Energy Installation Services Limited, Greenwood House, Westwood Business Park, Coventry. CV4 8TT; (b) EONInstallationservices@eonenergy.com or (c) phoning us on 0800 0546 250 between 8am-6pm Monday to Friday and Saturday between 8am-4pm.

5. Processing your data

If you provide any personal data to us under this contract E.ON Energy Installation Services Limited will be the ‘data controller’. Our Data Protection Officer can be contacted at Newstead Court, Little Oak Drive, Annesley, Nottinghamshire, NG15 0DR. 

We will process your personal data in accordance with our privacy notice, as amended from time to time, which can be found at www.eonenergy.com/privacy or by contacting us to request a paper copy. Our privacy notice sets out:

  • where we might get data about you from;
  • why we need it;
  • what we might do with the data (including who we might share it with);
  • the circumstances in which your data might be transferred abroad; and
  • how long we keep it for.

6.Standard of service

If we don’t deliver the standards of service you reasonably expect, we want to know about it, so we can try and put it right. Email us at installationservicescomplaints@eonenergy.com to discuss your query/complaint. We’ll independently assess your complaint and do what we can to resolve things to your satisfaction. If we can’t resolve your complaint there and then we’ll carry out a full review and respond to you within seven working days. We aim to have your complaint closed within 14 days, dependant on materials and supplies.

7. Key inclusions:

  • Decommission the existing boiler in respect of replacing with a new compliant condensing, high efficiency Energy Related Product that is wall hung with a fanned flue.
  • Test gas supplies as required.
  • Isolate water, electrical and gas supplies as necessary to ensure safe and careful drain down and removal of the existing boiler and flue.
  • Fit the new boiler and flue as per manufacturer’s instructions; include for installation of any support brackets.
  • 12-month workmanship guarantee.

8. Key exclusions:

  • In the case of online sales only of Regular and System boilers the installation will not include pumps, Y plan valves or S plan valves, unless your order has been amended to add these items.
  • In the case of online sales only of Regular boilers the installation will not include the conversion of unpumped central heating systems to pumped central heating systems unless your order has been amended to add this work.
  • Online prices will only be honoured if the purchase doesn’t require E.ON to carry out an in-home survey.
  • Removal of asbestos and dangerous waste.
  • Replacement of domestic hot water cylinders, included unvented (where applicable). Removal of feed and expansion tank from loft space if the hatch does not permit. In this case the tank will be drained down and made safe.
  • Work to existing radiators, valves and all associated pipework.
  • Making good to existing decorations and wall finishes.
  • Any loss, damage or liability caused by anyone other than the installation team.
  • Any remedial work to building structure such as brick flues, chimneys and fireplace openings.
  • Power flushing the existing heating system.
  • Structural, building or groundwork due to the installation. Additional costs would apply.

Schedule 1: Your central heating installation inclusions and exclusions

E.ON will carry out the works described in your quotation. All works will be carried out in accordance with the manufacturer’s guidelines. 

Details of what is included in your installation. We will:

  • Decommission the existing boiler, replacing it with a new compliant condensing, high efficiency energy related product that is wall hung with a fanned flue
  • Test the gas supply as required.
  • Isolate the water, electricity and gas supplies as necessary to ensure safe and careful drain down and removal of the existing boiler and flue.
  • Alter the hot and cold-water service pipework for the introduction of the new boiler and up to 6m of pipe work.
  • Provide an appropriately sized gas supply of up to 6m. Gas pipework may need to be run externally if necessary.
  • Test the suitability of the wall for the boiler location.
  • Fit the new boiler and flue as per the manufacturer’s instructions. This includes the installation of any support brackets.
  • Use the existing fused spur outlet and provide a new 3-amp fuse and wiring from the spur to the boiler if required. An adequate electrical supply to property is assumed.
  • Use trunking to encase the cable from the spur to the bottom of the boiler casing and connect the electrical supply to the boiler as per the manufacturer’s instructions.
  • Terminate condensate pipework at the waste point as per the manufacturer’s instructions.
  • Install pressure relief valve pipework as per manufacturer’s instructions (if required).
  • Test equipotential earth bonding.
  • Securely clip all new pipework.
  • Carry out all commissioning checks as per the specification and any manufacturer’s instructions.
  • Provide a completed handover pack. This will include the manufacturer’s instructions, electrical minor works certificate, gas certificate, building notification and guarantee.
  • Provide a 12-month workmanship guarantee
  • Fit a programmer and/or thermostat/programmable room stat in an appropriate location as detailed in the quote.
  • Fit a terminal guard to the boiler flue, as detailed in the manufacturer’s instructions.
  • In the case of a back boiler to combination boiler change we will isolate water, electrical and gas supplies as necessary to ensure the safe and careful drain down and removal of the existing gas back boiler unit. If removal of the back boiler is not possible it will be decommissioned and left in situ. A radiator will be fitted if the room containing the back boiler has no other heat source. We’ll make good to opening following the removal of back boiler unit.

Details of what is not included in your installation (unless specified on your quotation). We will not:

  • Move or remove any of your personal belongings. This includes furniture and soft furnishings.
  • Carry out any works that are related to asbestos (asbestos surveying, sampling, testing and removal) whether identified at point of survey or during the installation.
  • Move or remove any white goods within the property. This includes, but is not limited to, fridges, washing machines, cookers, hobs and dishwashers.
  • Replace domestic hot water cylinders.
  • Remove a cold water or feed and expansion tank from the loft space if the hatch is not large enough. In this case the tanks will be drained down and made safe.
  • Carry out work to existing radiators, valves or associated pipework. This includes, but is not limited to, tap washers and toilet cisterns.
  • Make good existing decorations and wall finishes. This includes unpreventable damage to the chimney if removing a back boiler.
  • Re-instate solid fuel appliances following the installation of new boiler.
  • Be responsible for any loss, damage or liability caused by anyone other than the installation team.
  • Carry out any remedial work to the building structure such as brick flues, chimneys or fireplace openings.
  • Power flush the existing heating system unless this is specifically included in your quote.
  • Carry out any structural, building or groundwork due to the installation. Additional costs will apply.
  • Gain planning permission for flues on listed buildings or managed properties. This is the responsibility of the property owner.
  • Upgrade the property’s electrical supply to meet current regulations if it is sub-standard or inadequate.
  • Fit an earth rod, if applicable.
  • Replace lead piping, faulty cold water stop taps or faulty domestic fittings (i.e. taps) when pressurised.
  • Provide gas pipework runs over 6m or cold-water pipework runs over 6m unless specified on your quote.
  • Guarantee that an existing shower will be compatible with the new system.
  • Fit a condense pump or soak away, unless this is specified on your quotation.
  • Provide a plume management kit, unless this is specified on your quotation.
  • Upgrade the existing system to Y-plan (wired or radio frequency) or S-plan (wired or radio frequency), unless specified on your quotation.
  • For online sales only; fit new pumps, Y plan valves, and/or S plan valves unless these items have been added to your order. 
  • For online sales only; convert an unpumped central heating system to a pumped central heating system unless this work has been added to your order.
  • Honour online pricing if E.ON have to carry out an in-home survey to define the exact requirements for your new boiler installation. 

Installation terms and conditions

1. How this Agreement works – our contract with “You” (the customer).

1.1 “We” means We/Us/Our as E.ON Energy Installation Services Limited a company registered in England and Wales. Our company registration number is 09965944 and our registered office is at Westwood Way, Westwood Business Park, Coventry, CV4 8LG. Our correspondence address being at Greenwood House, Westwood Business Park, Coventry, CV4 8TT.

1.2 E.ON Energy Installation Services Limited is authorised and regulated by the Financial Conduct Authority in relation to credit broking services under number 750410 on the Financial Services Register.

“Agreement” means collectively these terms and conditions, Schedule of Works attached hereto and your Quotation.

1.3 This Agreement constitutes the terms under which We supply products to You, whether these are goods or services. Please read these terms carefully before you submit your order to us. These terms tell You how We will provide products or services to You, what to do if there is a problem and other important information. If You have any queries about this Agreement please contact us on 0800 0546 250 or email Us at EONInstallationservices@eonenergy.com.

1.4 Our acceptance of Your order will take place when We receive a signed copy of these terms and conditions. We will call or write to confirm receipt at which point a contract will be made between You and Us. 

1.5 If We are unable to accept Your order, We will inform You of this in writing. This might be because the product is out of stock, because of unexpected limits on our resources which We could not reasonably plan for, because We have identified an error in the price or description of the product or because We are unable to meet a delivery deadline.

1.6 The Quotation reference number detailed in Our formal Quotation We have provided You with will become Your order number when We have received Your signed terms and conditions. It will help us if you can tell us the order number whenever you contact us about your order.

1.7 If we provide You with a new Quotation then Your previous Quotation is automatically cancelled. You will need to accept the new Quotation as explained in clause 1.6 above.

2. The Services – what We will and won’t do

2.1 We shall:

a. provide the goods and services to You in accordance within Our formal Quotation and Schedule 1 which sets out the works We will be undertaking (“Schedule of Works”);

b. use all reasonable care and skill in the provision of the services detailed within Our formal Quotation and Schedule of Works;

c. ensure that any goods provided in line with the formal Quotation and Schedule of Works shall be suitable for the specified purpose. 

2.2 To ensure We are complying with any applicable law or safety requirement or where the nature of quality of the goods or services are not significantly affected We may make changes the goods or services, where we are required to make changes pursuant to this clause We will notify You of the changes made as soon as possible. We may also make changes to the goods or services due to changes in law or regulation, where such changes affect You We will notify You prior to these changes taking effect.

2.3 We shall after completing the Schedule of Works, tidy up after Ourselves and repair any damage which results directly from the services We have provided.

2.4 We warrant that as from the date of delivery for a period of 12 months, or 24 months where installations are Microgeneration Certification Scheme (MCS) accredited, the installation of goods and services are free from any defects in workmanship, construction or materials. Any goods supplied as part of Our installation may also come with their own manufacturer’s warranty. We will advise You of this warranty at time of installation.    

3. What We need You to do

3.1 You shall:

a. allow Us (and any sub-contractors) access to Your property to provide the goods and services;

b. ensure that the space where the services are to be undertaken is cleared, tidy, easily and safely accessible;

c. provide Us with access to electricity and water to be able to complete the Schedule of Works;

d. tell Us straight away if anything has changed in Your property between the date of the initial assessment and when Schedule of Works is due to start.

e. comply with any obligations required of You in relation to the services (i.e. obtaining consents) as set out in the Schedule of Works.

If You do not allow Us or Our subcontractors access to Your property to perform the services as arranged We may charge You additional costs incurred as a result. If despite Our reasonable efforts, We are unable to contact You or re-arrange access to Your property We may end this Agreement and clause 6.1a will apply.

3.2 You must at all times behave appropriately when Our staff visit Your home. You must not physically or verbally abuse Our staff in any circumstances. Should this happen We may end Your Agreement without refund of any payments.

3.3 Where the Schedule of Works includes boiler installation You shall ensure it is regularly serviced and maintained by an accredited engineer at least once a year. Where the Schedule of Works for any other products includes maintenance requirements you shall carry out such obligations as set out in Schedule 1.

3.4 We will not be responsible for any costs associated with You failing to complete any of Your responsibilities under this Agreement. 

4. Price

4.1 You shall pay the price for the services as set out in Your Quotation and at the times set out in Your Quotation.

4.2 Where applicable and if your installation is subject to ECO (Energy Company Obligation) funding, You will be subject to qualifying eligibility criteria. We will carry out checks to validate if you meet this criteria. Your installation will not proceed if We are unable to validate your eligibility following these checks.

5. Payment

5.1 Due to Our different options for payment We will confirm the agreed payment method and terms with You in writing.

5.2 Where required under the payment terms agreed with You and as confirmed in writing in accordance with clause 5.1 above, We will need You to make an up-front payment as set out in your Quotation before We can commence the Services. Where We have agreed to take an upfront payment from You and collect the remainder of payment upon completion of the Services We will need to carry out a credit check. This credit check will create a record against Your credit file. If You fail this credit check, We would need You to make full payment of the price to Us before We can commence the Services.

5.3 On completion of the Services as set out in the Schedule of Works We will require full payment of any outstanding balance as set out in Our Quotation. Payment terms are 7 days from completion of the Schedule of Works. 

5.4 If You have applied for finance for the full cost of the goods and installation through Our finance partner We will not request any upfront payment from You before the installation commences. Where you have applied for finance (either partially or in full) to cover the cost of the goods and installation, You must return a signed satisfaction note to Us upon completion of the installation and in any event no later than 14 days after the date of Your installation. If You do not return this satisfaction note, Your finance application may no longer be valid or may be cancelled and payment in full within 7 days may be requested from You. Once You have returned the signed satisfaction note, We will inform the finance partner and they will pay Us directly. You will need to consult Your credit agreement provider to confirm the nature of the repayment. If You agree to pay an amount upfront and apply for finance for the remainder, the upfront amount will need to be paid to Us the day your finance is approved. If for any reason Your finance application is cancelled, for example, by Yourself in the cancellation period under the credit agreement or by the lender, then You will be liable to pay for any Services that have been completed. See section 6 for more details about Your cancellation rights under this Agreement.

5.5 Goods and/or products will be Your responsibility from the time We deliver them. You do not own the goods until We have received full payment for the services undertaken.

5.6 If the rate of VAT changes between Your order date and the date We supply the goods and/or product, We will adjust the rate of VAT that You pay.

6. Ending this Agreement

6.1 We shall be entitled to end or suspend this Agreement by giving You written notice where You don’t:

a. allow Us access to be able to undertake the Schedule of Works;

b. provide clear and safe access in line with Clause 3.1(b);

c. complete Your obligations under this Agreement having been asked by Us and given 21 days’ notice to do so;

d. complete Your obligations under clause 5 of this Agreement.

In the event this Agreement is terminated You shall allow us access to collect any goods and/or product for which payment has not been made. Should access not be provided We shall be entitled to charge You for these goods and/or products.

6.2 Should your installation be subject to ECO funding We shall be entitled to end this Agreement by giving You written notice   where You don’t meet the ECO funding eligibility criteria. 

6.3 If You have a bankruptcy petition filed against You or We reasonably believe that You will not be able to pay for the services associated with the Schedule of Works, We may choose to end or suspend this Agreement until payment in full for the ongoing and completed works has been made. 

6.4 You shall have the right to end this Agreement if We fail to materially meet Our obligations under this Agreement.

6.5 You may cancel Your order for services without reason within 14 days following conclusion of this Agreement. If however you request for the services to start prior to the expiration of Your 14 day cooling off period (in accordance with clause 6.8) you shall:

a. if full performance of the services has been completed during Your cooling off period, lose Your right to cancel and bear all costs for services carried out; or

b. if partial performance of the services has been completed during Your cooling off period, pay Us an amount which is in proportion to the services already performed until You have communicated to Us Your cancellation from this Agreement in comparison to the full costs of the services as set out in Your Quotation.

6.6 In the event that You cancel the services during Your cooling off period (and have not requested for the services to commence during this period)  We will reimburse any payments already made to Us . Refunds will be made within 14 days of You notifying Us of Your right to cancel and will be made by the same means that payment was received from You unless You agree otherwise.

6.7 To exercise Your right to cancel You must inform Us in a clear statement of your decision to cancel the services (“Notice to Cancel”) either by:

a. completing the cancellation form attached to these terms at Schedule 2 or notifying Us clearly in writing of Your option to cancel and sending this to either:

E.ON Energy Installation Services, Floor 3, Greenwood House, Westwood Business Park, Coventry CV4 8TT.

Or EONInstallationservices@eonenergy.com

Or phoning Us on 0800 0546 250

6.8 Upon receiving a Notice to Cancel from You We will arrange collection of any goods that have been delivered to You in preparation of the services.

6.9 You may request for the services to commence during your 14 day cooling off period under this Agreement by completing and submitting the waiver form contained at Schedule 3.

6.10 If You are a finance customer and have exercised your right to cancel your credit agreement within the 14 day cancellation period afforded under that credit agreement, You will remain liable to Us for the cost of any of the services performed by Us.

7. Limitation of liability 

7.1 Nothing in this Agreement shall limit or exclude Our liability for:

a. death or personal injury caused by Our (or our sub-contractors) negligence;

b. fraud or fraudulent misrepresentation;

c. any other provision which is not permitted to be limited or excluded by law.  

7.2 Our total liability to You in relation to the Schedule of Works shall not exceed £25,000.00 (twenty five thousand pounds. We shall not be liable for whether in contract, tort breach of statutory duty or otherwise any loss of profit or indirect or consequential loss arising under of in connection with this Agreement. 

7.3 So far as the law allows the only warranties and/or terms which apply to the goods and services under the Schedule of Works are those set out within this Agreement. 

8. Personal data

8.1 Processing your data

If you provide any personal data to us under this contract E.ON Energy Installation Services Limited will be the ‘data controller’. Our Data Protection Officer can be contacted at Newstead Court, Little Oak Drive, Annesley, Nottinghamshire, NG15 0DR.

We will process your personal data in accordance with our privacy notice, as amended from time to time, which can be found at www.eonenergy.com/privacy or by contacting us to request a paper copy. Our privacy notice sets out:

a. where we might get data about you from;

b. why we need it;

c. what we might do with the data (including who we might share it with);

d. the circumstances in which your data might be transferred abroad; and

e. how long we keep it for.

9. Complaints

9.1 If We fail to deliver the standards of service You reasonably expect, We want to know about it so that We can put it right. Email Us at installationservicescomplaints@eonenergy.com or call us or write to us using the contact information above to discuss your query/compliant. We will independently assess Your complaint and do all We can to resolve things to Your satisfaction. If We can’t resolve Your complaint there and then We will carry out a full review and aim to respond to You within 8 weeks. Please see our website for more details on how we aim to deal with complaints.

9.2 If Your complaint about our services could cause potential harm to You, Your possessions or members of the public We will escalate the complaint and will visit site to resolve the issue within 24 hours. 

9.3 If your complaint relates to our credit broking services (where we have introduced you to a credit lender), You may be able to refer Your complaint to the Financial Ombudsman Service.

The contact details for the Financial Ombudsman Service are: 

Telephone: 0300 123 9 123, or from outside the UK +44 20 7964 1000
Email:complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Financial Ombudsman Service
Exchange Tower London
E14 9SR.

If Your complaint relates to energy installation products for which You have received (full or partial) funding for You may have the right to refer your complaint to the Utilities Alternative Dispute Resolution (ADR) Ombudsman Services. 

The contact details for the Utilities ADR Ombudsman Service are: 

Website: www.utilitiesadr.co.uk 
Consumer Dispute Resolution Limited
Stratford Office Village 
Unit 12 Walker Avenue
Wolverton 
Milton Keynes
WA4 9DF.

We’ll confirm in writing whether You’re eligible to escalate your complaint to an Ombudsman Service.

10. Additional products

Where You have selected additional products to the services covered by Your Schedule of Works the terms and conditions as at Schedule [4] shall also apply. 

11. General provisions

a. Intellectual Property Rights – aside from intellectual property rights (trademarks, design rights, copyright, know how, business names etc) already owned by third parties all intellectual property rights associated with the Schedule of Works shall be owned by Us.

b. Survival – Clauses 4, 5, 7, 8 and 9 shall all survive termination of this Agreement.

c. Entire agreement – This Agreement including the Schedules is the entire Agreement between the Parties.  

d. Force majeure – Neither You or Us shall be responsible to the other for any failure to perform, delay in performing or imperfect performance of any of its obligations under this Agreement to the extent that this failure, delay or imperfect performance is due to a force majeure event (event or circumstance outside Our or Your reasonable control which cannot be prevented or avoided such as severe weather conditions).

e. Severance – If any part of this Agreement is found by any court to be invalid, illegal or unenforceable, that part/s shall not to form part of this Agreement. The rest of the Agreement shall not be affected.

f. Assignment – You shall not assign this Agreement without Our prior written consent. We shall be entitled to assign any of Our rights and benefits under this Agreement to any company within the E.ON SE group of companies.

g. Counterparts – this Agreement may be signed in any number of counterparts but each shall be an original of this Agreement and shall together be the same Agreement.

h. Third party rights – The Contracts (Rights of Third Parties) Act 1999 shall not apply and no person other than You or Us shall have any rights under it.

i. Law – This Agreement shall be subject to the laws of England and You and Us submit to the exclusive jurisdiction of the English Courts.

Schedule 4: Additional products

1. Terms and Conditions for your tado° smart thermostat

These terms and conditions relate to the provision of the tado° Hardware and its installation (which will be done in conjunction with your boiler installation) at Your (“You” the customers) home and is in consideration of You performing Your obligations under these terms and conditions. These terms and conditions are supplemental to Your Installation terms and conditions. In the event of a conflict between the terms Your Installation terms and conditions shall take priority.

The downloading and use of tado° Software and services requires You to set up an online account with tado° which is subject to tado°’s terms and conditions. 

1.1 ‘We’, ‘us’ or ‘our’ means E.ON Energy Installation Services Limited (or our sub-contractor).

1.2 ‘Hardware’ and 'goods' means the internet bridge and smart thermostat (which could include an extension kit, extra thermostat and/or smart thermostatic radiator valves where applicable) which will be installed into Your home.

1.3 ‘Software’ means the mobile app which requires You to set up an account with tado°. The mobile apps are made available through the various stores for mobile applications (iOS App Store, Android Play Store, Windows Store, etc). The Web applications are available via the tado° Website.

1.4 ‘tado°’ means the manufacturer of Your smart thermostat (and extension kit where applicable) Hardware and the provider of the associated Software.

1.5 ‘Warranty’ and ‘warranty period’ means the warranty for the Hardware provided by tado° details of which are at www.tado°.com/gb/terms-and-conditions.

2. Your Responsibilities 

Before Installation 

2.1 Before We install the tado° Hardware You must ensure that:

2.1.1 Your broadband internet connection is fully operational to support the tado° Hardware and Software; and

2.1.2 Your mobile phone is compatible with tado° Software and You have a valid data plan if You intend to access the tado° mobile app outside of a Wi-Fi connection (You can see the minimum system requirements on the support and FAQs sections of tado°’s Website (tado°.com).

2.2 If You are a tenant, You may need Your landlord’s permission to carry out the work required to install Your tado° Hardware. It is Your responsibility to obtain this permission prior to the installation and We accept no responsibility for this permission not being in place. 

Using tado° 

2.3 You agree to use tado° Hardware, Software and services (such as geo-location control, reports, push notifications) only in accordance with the product specifications as described on the heating section of tado°’s Website (tado°.com). We shall not be liable for any costs, losses or damage that You suffer as a result of not doing so, or as a result of a problem caused by Your mobile phone, computer, tablet or internet connection.

2.4 You are responsible for any costs that You incur as a result of exceeding the permitted data limit on Your broadband or mobile phone data plan.

2.5 You are responsible for any loss or damage caused as a result of any unauthorised downloading or upgrading the Software connected to tado°.

2.6 You are responsible for restricting access to Your mobile phone, tablet and/or computer to prevent unauthorised use of Your tado° account and We advise You to keep Your log-in details secret and to use pin protection on Your mobile phone to prevent unauthorised use of Your tado° account. 

2.7 You are responsible for replacing any batteries in Your tado° products in accordance with the manufacturer’s instructions.

2.8 We shall not be liable for any cost, loss or damage that You suffer as a result of any unauthorised use of Your tado° account (e.g. if Your mobile phone or log-in details are lost or stolen). 

2.9 If You believe that someone has gained unauthorised access to Your tado° account, You should as soon as possible report this to tado° on 0203 5144 881 (local call charges apply and mobile charges may vary) opening hours are subject to seasonal change and can be found on the support section of the tado° Website (tado°.com). 

3. Our Responsibilities 

Installation

3.1 We will provide, install and configure Your tado° Hardware smart thermostat/s, extension kit (if applicable) and extra smart thermostat (if purchased) at Your home. 

3.2 Once You have confirmed Your installation appointment (which will be the same appointment as Your boiler installation) We (or our sub-contractor) will install Your tado° Hardware during normal working hours (8am to 4pm Monday to Friday). For installation to take place (alongside the complying with Clause 3 of Your Installation terms and conditions) You’ll need to ensure that You, or someone over the age of 18, is at Your home for the duration of the appointment as We’ll need access to Your home at all times whilst tado° Hardware is being installed.

3.3 If You cancel the appointment with less than one working days’ notice, We are unable to gain access to Your home or We’re unable to complete the installation of Your tado° Hardware because You’ve not complied with Your responsibilities set out in Clause 2 of these terms or Clause 3 of Your Installation terms and conditions, We will make a further appointment with You to complete the work at no extra cost. If You don’t keep to the agreed appointment time for the installation or the installation can’t be completed on the 2nd or 3rd occasion (as a result of your fault or failure to comply with this contract), We’ll charge You for the installation and We may cancel Your contract for the tado°. If We cancel Your contract pursuant to this Clause, it will not affect ownership of Your tado° Hardware.

3.4 We’re not responsible for any delay caused to Your installation due to You cancelling an appointment, us being unable to gain access to Your home, or as a result of adverse weather conditions or any other circumstances beyond our reasonable control. 

3.5 The installation, repair or replacement of Your tado° Hardware (including removing or dismantling existing fixtures and fittings) may cause some damage to the decoration and finish of Your home. We will take reasonable care to carry out the installation or repairs without causing damage and We will make good damage that is caused by our negligence, however, any other repairs or redecoration (for example patches left exposed due to a change in size of the smart thermostat) are Your responsibility. 

3.6 We will not be responsible for repairing or replacing parts of Your central heating system if it does not work properly following installation (for example because Your water supply becomes inadequate or the water pressure varies) unless this is proven to be directly caused by the negligent installation of Your tado° Hardware. 

3.7 All engineers reserve the right not to complete an installation if they feel that their or Your personal safety is at risk. If the installation would breach any regulations relating to electrical standards or gas safety, the installation will not take place and any payment made for Your tado° Hardware will be refunded subject to the conditions in clause 5.

3.8 The contract price does not include the cost of removing any dangerous waste materials, such as asbestos, which should be removed before We start any work. If We become aware of such material when undertaking the work We will be unable to complete the installation, Your contract will be cancelled and any payment made for Your tado° Hardware will be refunded subject to the conditions in clause 5. 

3.9 In the event we attend to install Your boiler and there is a fault with Your tado° Hardware we will reschedule a separate appointment for the installation of Your tado° Hardware to be completed.   

Updates

3.10 From time to time tado° may need to update Your Software and/or the firmware on the internet bridge. If Your own equipment (such as Your mobile phone) does not support this upgrade, this could affect the functionality of tado° by preventing You from using the Software fully. We recommend that You always keep the tado° app and Your mobile phone’s operating system up to date.

3.11 The tado° Website, mobile app and services may be temporarily unavailable if tado° have to carry out routine or emergency maintenance. During maintenance the remote-control function and the ability to amend time schedules may not be available but You can still control the temperature of Your heating using the controls in Your home. 

Repairs and Warranty

3.12 Your warranty is provided by the manufacturer tado° and lasts for 24 months from the date of delivery of Your tado° Hardware.

3.13 If Your tado° Hardware or Software develops a fault You should call tado° on 0203 5144 881 (Monday – Friday, 8am – 5pm) calls are charged at local rates and mobile charges may vary these hours are subject to seasonal change and current times can be found within the support at FAQ’s sections on tado°’s Website (tado°.com). 

3.14 We will try and contact You to carry out any repairs due to installation faults, but if You cancel the appointment with less than 1 working days’ notice, We are unable to gain access to carry out the repairs or We’re unable to repair Your tado° Hardware because you’ve not complied with Your responsibilities set out in Clause 2, We will make a further appointment with You to complete the work at no extra cost. However, if You don’t keep to the agreed appointment time for the repair or the repair can’t be completed on the 2nd or 3rd occasion (as a result of your fault or failure to comply with this contract), We’ll charge You for the repair and We may cancel Your contract for the tado° Hardware. If We cancel Your contract pursuant to this Clause, it will not affect ownership of Your tado° Hardware.

4. Our Liability 

4.1 Nothing in this contract shall limit or exclude our liability for death or personal injury caused by our (or our sub-contractors) negligence, fraud or fraudulent misrepresentation or any other provision which is not permitted to be limited or excluded by law. 

4.2 Our maximum liability in contract, tort or otherwise (including any liability for any negligent act or omission) howsoever arising out of or in connection with this contract and Your Installation terms and conditions (Clause 7) is limited to a total of £25,000.00 (twenty five thousand pounds).

4.3 We shall not be responsible if We can’t fulfil the contract for reasons which are beyond our reasonable control, such as acts of God, fire, severe Weather conditions or industrial disputes/strikes. 

4.4 We shall not be liable for any costs incurred through use of the tado° product in relation to Your energy bill. For example, if an error is made when using the tado° app which results in Your boiler being on for longer than intended.

5. Ending this Contract

Cooling Off

5.1 There is a cooling off period during which You may cancel this contract if You change Your mind. The cooling off period is 14 days from the date You receive the tado° Hardware. If You want to cancel the contract, please follow the process detailed in Clause 6 of Your Installation terms and conditions. Your Installation terms and conditions will not be affected by Your cancellation of the tado° Hardware unless You tell Us You wish to cancel this contract also. 

5.2 In the event You cancel Your Installation terms and conditions, this contract for Your tado° Hardware will automatically terminate and any payment made for Your tado° Hardware will be refunded in accordance with the provisions of this Clause 5.

5.3 If We have not begun the installation before You tell us You want to cancel the contract, We will cancel Your contract from the date We receive Your notice of cancellation and We will reimburse to You all payments received from You, including the costs of delivery.

5.4 If We have started the installation before You tell us You want to cancel the contract, but We have not completed the installation, We will remove all parts of the tado° Hardware that were installed at the time of cancellation and reimburse to You all payment received from You, including the costs of delivery less the costs We have incurred (including the costs of removal of tado° Hardware).

5.5 If You have asked Us to complete the installation before the end of the cooling off period You will lose the right to cancel the contract and it will continue, unless there have been issues or faults with the tado° Hardware or the installation (see Clause 7 below).

5.6 We will make any refund due using the same means of payment as You used for the initial transaction, unless You have expressly agreed otherwise; in any event, You will not incur any fees as a result of the refund.  

5.7 We may make a deduction from Your refund for loss in value of the tado° Hardware supplied, if the loss is the result of unnecessary handling (ie that above what is necessary to establish the nature, characteristics and/or functioning) by You.

5.8 We will make the refund without undue delay, and not later than: (i) 14 days after the day we received back from You any tado° Hardware supplied; (ii) (if earlier) 14 days after the day You provide evidence that You have returned the tado° Hardware; or (iii) if there was no tado° Hardware supplied, 14 days after the day on which We are informed about Your decision to cancel this contract. 

5.9 If you have received the tado° Hardware and We have not begun the installation when You notified Us of Your cancellation We will send You a pre-paid returns label for the return of the tado° Hardware. The tado° Hardware must be returned in the original packaging and in a resalable condition to the address provided. 

5.10 If You have added tado° Hardware to any finance offered for Your boiler installation and You choose to cancel this supplemental contract; We will need to amend Your boiler quote and for You to return to Us a signed copy of this to allow Our finance partner to reduce Your loan by the amount paid for Your tado° Hardware. 

6. Complaints and other terms

6.1 We may need to make a change to the terms of this contract. We’ll let You know if We make a change and put the changes on our website at eoninstall.com. 

6.2 If We fail to deliver the standard of service You expect, We want to know about it so that We can try to put it right. 

If You wish to make a compliant regarding: 

  • The installation of Your tado° Hardware or the service You have received please see Clause 9 of Your Installation terms and conditions. 
  • Technical issues with the tado° Hardware or Software (including the app) please contact tado° on 0203 5144 881 local call charges apply and mobile charges may vary (Monday – Friday, 8am – 5pm) these hours are subject to seasonal change and current times can be found on the support and FAQ pages of tado°’s Website (tado°.com). 

 7. Delivery and Returns Process 

7.1 Once You have confirmed Your delivery date, Your order for the tado° Hardware cannot be cancelled. You do however have the right to cancel Your contract as set out in Clause 5 but You need to contact us (Clause 5.1) and return the tado° Hardware when delivered.

7.2 You have the right to cancel Your contract for the tado° Hardware in accordance with Clause 5 and if Your tado° Hardware is faulty see clauses 7.6 and 7.7 below. 

7.3 Delivery of Your tado° Hardware will take between 5 and 10 working days from when You place Your order (unless We have stated otherwise) and will arrive separately to items required to fulfil Your Installation contact. If You have not received Your order after this time or Your tado° Hardware has arrived damaged please contact Us.

7.4 We will make reasonable attempts to deliver Your tado° Hardware to You which may involve multiple attempts. If We are unable to deliver Your tado° Hardware You may have to collect it from a depot. If you do not collect it from the depot within the timeframe the delivery service provider has suggested it may be sent back. If this happens We will refund You and cancel this contract.

7.5 If We are unable to install the tado° Hardware for whatever reason You will need to contact Us on 0800 054 6250 (free from a landline but mobile charges vary) lines are open 7am – 6pm Monday to Friday and 8am – 4pm on Saturday) to arrange a refund and to receive instructions to send the products back. This will be at no cost to you.

7.6 If You need to return the tado° Hardware due to a fault after it has been installed this shall be done through tado°s aftersales support process. This will be at no cost to You if the tado° Hardware is faulty and You are within the 24-month warranty period.

7.7 If Your tado° Hardware is delivered damaged or is otherwise faulty You will need to contact Us on 0800 054 6250 (as above) and We will arrange the return at no cost to You and for a replacement to be sent.

8. Other provisions

8.1 Nothing in this contract affects your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights in law.

8.2 For Data Protection information and how we use Your personal data please see Clause 8 of Your Installation terms and conditions. 

8.3 This contract is governed by the laws of England and Wales and shall be subject to the exclusive jurisdiction of the English courts.

Schedule 5: Additional Products 

1. Terms and Conditions for your Boiler Service Plan

These terms and conditions relate to the provision of the Boiler Service Plan at Your (“You” the customers) home and is in consideration of You performing Your obligations under these terms and conditions. These terms and conditions are supplemental to Your Installation terms and conditions. In the event of a conflict between these terms, Your Installation terms and conditions shall take priority.

The completion of the Annual Boiler Service will be carried out to statutory requirements and in accordance with the manufacturer’s recommendations. The service technician will also offer You advice on how to use Your heating equipment. Subsequent annual services will be carried out on or around the anniversary of the preceding annual service, subject to the availability of service technicians and Your appointment preferences.

1.1 ‘We’, ‘Us’ or ‘Our’ means E.ON Energy Installation Services Limited (or our sub-contractor);

1.2 ‘Annual Boiler Service’ means the visit to your home where the service engineer will test and service your boiler;

1.3 Our engineers will only perform work on Worcester or Buderus, brands supported by Bosch Thermotechnology, branded products or components and will not perform any work on any aspect of heating systems outside of these products.

1.4 Whilst We will endeavour to provide a Bosch Thermotechnology Limited (“BTL”) engineer, We reserve the right to use a suitably qualified third party to fulfil the appointment.

1.5 You are responsible for ensuring that Our engineer can gain clear and safe access to work on the product or component, as described in the product’s installation instructions, including making adequate provision for visual inspection of flues in voids and for ensuring that any product located within a loft cavity complies with the current health and safety at work regulations, (products in loft cavities must have permanent fixed lighting, a permanently fixed retractable roof ladder and a fixed floor area sufficient to allow access for normal use and servicing directly under and around the product and between the product and the access hatch).

2. Your Responsibilities 

Before the Annual Service 

2.1 Before We complete the Annual Boiler Service You must ensure that You shall allow Us access to Your property to provide the goods and services as per section 3 of Your Installation Terms and Conditions. You are responsible for providing adequate parking for the engineer. If You are unable to provide the engineer with access to the property on the agreed date, You must contact us as soon as possible and at least before 12 noon on the day preceding the agreed appointment in order to arrange an alternative date.

2.2 If You are a tenant, You may need Your landlord’s permission to carry out the work required to service the boiler. It is Your responsibility to obtain this permission prior to the installation and We accept no responsibility for this permission not being in place. 

3. Our Responsibilities 

Annual Boiler Service

3.1 Each year of Your inclusive Boiler Service plan the manufacturer will contact You when the service is due to arrange for an engineer to visit Your home and perform an Annual Boiler Service on Your boiler; to ensure that it is working efficiently. In the event You do not hear anything within this time period, You can also arrange it by calling 0330 123 9559.

3.2 Annual Boiler Services will usually be scheduled in between April and September annually. If, for any reason, We have been unable to complete Your Annual Boiler Service visit between April and September, We may arrange it outside of this time to ensure Your manufacturers guarantee remains in place.

3.3 We will complete Your Annual Boiler Service visit during our normal working hours (7am to 6pm Monday to Saturday) unless specifically stated otherwise by ourselves. For the Annual Boiler Service to take place (alongside the complying with Clause 3 of Your Installation terms and conditions) You’ll need to ensure that You, or someone over the age of 18, is at Your home for the duration of the appointment as We’ll need access to Your home at all times whilst your Annual Boiler Service is being completed.

3.4 If You cancel the appointment with less than one working days’ notice, We are unable to gain access to Your home or We’re unable to complete the Annual Boiler Service because You’ve not complied with Your responsibilities set out in Clause 2 of these terms or Clause 3 of Your Installation terms and conditions, We may charge You a rebooking fee for the Annual Boiler Service and We may cancel Your Annual Boiler Service contract. Please note, If We cancel Your contract pursuant to this Clause and You have not had an Annual Boiler Service completed by another provider, it may affect Your manufacturers guarantee of Your boiler. Whilst We will endeavour to fulfil all appointments there may be occasions, due to circumstances outside of Our control, when We are unable to do so. In these circumstances We will contact the You as soon as is reasonably possible in order to arrange an alternative date.

3.5 We’re not responsible for any delay caused to Your Annual Boiler Service due to You cancelling an appointment, Us being unable to gain access to Your home, or as a result of adverse weather conditions or any other circumstances beyond Our reasonable control. 

3.6 The servicing of Your boiler may cause some damage to the decoration and finish of Your home. We will take reasonable care to carry out the servicing or repairs without causing damage and We will make good damage that is caused by Our negligence, however, any other repairs or redecoration are Your responsibility. 

3.7 If a fault is discovered with Your boiler during the Annual Boiler Service Our engineers will endeavour to fix it during the initial visit if under the manufacturers guarantee. If a part is required, they will arrange a visit at a suitable time to fix the fault under the guarantee. If the fault is not under guarantee, they will advise You of the issue and it will be Your responsibility to arrange a fix. We reserve the right to determine that the product is beyond economical repair. If this is the case then Our engineer will advise You accordingly, and We will not carry out any repair work. 

3.8 All engineers reserve the right not to complete an Annual Boiler Service if they feel that their or Your personal safety is at risk. Our engineers are entitled to work in a smoke free environment and as such You are required to ensure that the engineer is not exposed to active smoking whilst they are at Your property. It is Your responsibility to ensure that any pets are away from the area where the engineer needs to work. If the Annual Boiler Service would breach any regulations relating to electrical standards or gas safety, the Annual Boiler Service will not take place and any payment made for Your Annual Boiler Service will be refunded subject to the conditions in clause 5 of these terms and conditions.

4. Our Liability 

4.1 Nothing in this contract shall limit or exclude Our liability for death or personal injury caused by Our (or Our sub-contractors) negligence, fraud or fraudulent misrepresentation or any other provision which is not permitted to be limited or excluded by law.

4.2 Our maximum liability in contract, tort or otherwise (including any liability for any negligent act or omission) howsoever arising out of or in connection with this contract and Your Installation terms and conditions (Clause 7) is limited to a total of £25,000.00 (twenty five thousand pounds).

4.3 We shall not be responsible if We can’t fulfil the contract for reasons which are beyond Our reasonable control, such as acts of God, fire, severe weather conditions or industrial disputes/strikes. 

5. Ending this Contract

Cooling Off and Cancellation

5.1 A Boiler Service Plan can only be included at the time of purchasing a boiler. The cooling off period for the Boiler Service Plan is 14 days from the date You sign the contract and in this time You may cancel this contract if You change Your mind. If You want to cancel the contract, please follow the process detailed in Clause 6 of Your Installation terms and conditions. 

5.2 In the event You cancel Your Installation terms and conditions, this contract for Your Annual Boiler Service will automatically terminate and any payment made for Your Annual Boiler Service will be refunded in accordance with the provisions of 5.3. If We have not begun the boiler installation before You tell us You want to cancel the contract, We will cancel Your contract from the date We receive Your notice of cancellation and We will reimburse to You all payments received from You.

5.3 We will make any refund due using the same means of payment as You used for the initial transaction, unless You have expressly agreed otherwise; in any event, You will not incur any fees as a result of the refund.  

5.4 We will make the refund without undue delay, and not later than 14 days after the day on which We are informed about Your decision to cancel this contract. 

5.5 We will only agree to cancel this supplementary contract after the cooling off period if We (or Our third-party contractors) have failed to deliver on Our obligations. If You have added a Boiler Service Plan to any finance offered for Your boiler installation and We agree to cancel this Boiler Service Plan on Your request; We will not amend Your boiler quote and Your finance payments will remain the same for the duration of the payment plan. We will instead refund the cash equivalent for any outstanding boiler services to a bank account as advised by You.

5.6 If You move home in the duration of Your Boiler Service Plan, you must contact your boiler manufacturer. The Boiler Service Plan will transfer to the new occupier. Any outstanding payments will continue to be Your responsibility up until the expiry of the Boiler Service Plan.

6. Coming to the end of your servicing agreement

6.1 Once Your Service Plan has ended, it is Your responsibility to arrange for future services of Your boiler to maintain Your manufacturers guarantee.

7. Complaints and other terms

7.1 We may need to make a change to the terms of this contract. We’ll let You know if We make a change and put the changes on our website at eoninstall.com. 

7.2 If We fail to deliver the standard of service You expect, We want to know about it so that We can try to put it right. If You wish to make a compliant, You can contact Your Boiler Service Plan provider or E.ON Installation Complaints on installationservicescomplaints@eon.com. 

7.3 If You have any queries about booking Your servicing appointment or You need to rearrange Your appointment You should contact Your service plan provider.

8. Other provisions

8.1 Nothing in this contract affects Your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights in law.

8.2 For Data Protection information and how we use Your personal data please see Clause 8 of Your Installation terms and conditions. 

8.3 This contract is governed by the laws of England and Wales and shall be subject to the exclusive jurisdiction of the English courts.

9. Inclusions and exclusions

9.1 Included in the service plan is:

a. visual inspection of the following:

  • boiler
  • boiler location
  • system layout
  • condense run
  • PRV termination.
  • controls.

b. check to see if any quality updates are required on the product;

c. visual inspection of internal flue run. (Flues in voids);

d. visual inspection of external flue and terminal;

e. check complete operation of boiler;

f. check Polarity and Voltage readings- Fuse Rating;

g. test and record fan pressure across the heat cell. Clean if required and replace disturbed seals;

h. clean condensate trap if required and change seals;

i. check and record the inlet standing and working gas pressures with boiler on maximum output;

j. carry out flue gas analysis (record results in minimum and maximum modes);

k. test flame failure device (isolate gas whilst operating);

l. test any gas connections that have been disturbed;

m. refit case and check air intake quality;

n. warning notices to be completed (if applicable);

o. mobile data (job Report) and Bench Mark Book to be completed and uploaded;

p. ensure that work area is tidy and that any components are removed from site;

q. advise the customer that the service has been completed in accordance with manufacturer’s instructions;

r. advise the customer of any observations that are made as part of the visit;

s. any repairs or maintenance required that would be covered under the manufacturers guarantee (including parts and labour);

9.2 Not included under the Boiler Service Plan is:

a. the service does not include the rest of the heating system e.g. controls, radiators, hot water tanks, pipework etc;

b. any work arising from hard water scale deposits (i.e. calcium). Sludge or blockages (including carrying out a powerflush) or clearing, replacing or repairing magnetic filtration devices;

c. repairs arising from damage to the system (defined as radiators, radiator valves, expansion tank, hot water cylinder or above the ground pipe work directly associated with provision of central heating);

d. turning on or lighting up the equipment and adjusting switches and controls except following an approved repair under this plan;

e. any part not defined in these terms and conditions, for example energy management systems, convector heaters, kick space heaters, shower pumps, or immersion heaters or solar panels together with their associated pipework and controls;

f. any water pressure adjustments on sealed systems, except those connected with a repair approved under this plan;

g. fuel lines to the boiler and the flue systems from the boiler; plugs or cables;

h. repairs arising from sludge or blockages;

i. unvented pressurised cylinders;

j. boilers which exceed 200,000 BTU/HR 58.6KW input;

k. repairs arising from convector heaters or from towel heaters/rails;

l. the cost of replacing equipment;

m. any upgrading/improvement work required as a result of legislation (health and safety or otherwise) or to meet current standards;

n. replacement of consumer durables (e.g. batteries, filters, fuses, oil nozzles and ignitors), other than internal fuel lines when replaced as part of an Annual Boiler Service;

o. boilers installed on boats, including house boats;

p. the issuance of Gas Safety Certificates (CP12s);

q. bleeding of oil supply pipelines;

r. self-maintenance tasks such as, re-pressurising and resetting of the boiler, bleeding excess system pressure and thawing frozen condensate pipes/water.

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Cavity wall and loft insulation Terms and Conditions

Key terms

1. The ‘Agreement’ means collectively the Terms and Conditions, your Schedule of Works and your quotation. The Agreement is a legally binding contract between yourself and E.ON Energy Installation Services Limited. 

2. We will (a) use all reasonable care and skill when providing the services detailed within our quotation and Works and (b) ensure that any goods provided in line with the quotation and the Schedule of Works are suitable for the specified purpose.

3. You will pay the price for the Installation Works as set out in your quotation and at the times set out in your quotation, or as agreed between us and confirmed in writing.

4. You do have a 14 day cooling off period if you wish to cancel this Agreement, please get in touch by either: (a) completing the cancellation form (provided in Schedule 2) or notifying us in writing of your cancellation and sending this to either (a) E.ON Energy Installation Services Limited, Greenwood House, Westwood Business Park, Coventry. CV4 8TT; (b) EONInstallationservices@eonenergy.com or (c) phoning us on 0800 0546 250.

5. We’ll need to collect information about you to carry out our obligations under this Agreement and we’ll ensure we only use your personal data in line with the protections provided for under the Data Protection Act 1998 (as amended from time to time). You acknowledge and agree that for the purpose of this Agreement (including enabling repayments and debt recovery) details of your name, address and payment record may be provided to our employees, agents, sub-contractors, any governmental, regulatory or local authority or any third party financer; personal data will be processed on our behalf insofar as necessary for the provision of goods and/or services and completion of the Works. More details of how we use and share your data are contained in our privacy policy.

6. If we don’t deliver the standards of service you reasonably expect, we want to know about it so we can try and put it right. Email us at installationservicescomplaints@eonenergy.com to discuss your query/complaint. We’ll independently assess your complaint and do what we can to resolve things to your satisfaction. If we can’t resolve your complaint there and then we’ll carry out a full review and respond to you within seven working days. We aim to have your complaint closed within 14 days, dependant on materials and supplies.

7. Key inclusions:

  • Provide suitably skilled and experienced staff. 
  • Use good quality materials to complete the full and effect insulation of your roof space and walls.
  • Fill cavity with appropriate insulation material
  • Install your loft insulation to a total thickness of 270mm.
  • Clean up respective work area during the insulation process

8. Key exclusions:

  • Insulate the loft if there is not adequate ventilation.
  • Remove old loft insulation.
  • Work in any area that we deem unsuitable. 
  • Carry out work that we deem unsuitable.
  • Remove any personal belongings including furniture and soft furnishings.

Schedule 1: Your loft and cavity wall installation inclusions and exclusions

E.ON will carry out the works described in your quotation. All works will be carried out in accordance with the manufacturer’s guidelines. 

Loft insulation

We will:

  • Loft insulation will only to be installed where there is less than or equal to (≤) 100mm pre-existing insulation.
  • New insulation will provide a minimum total thickness of 270mm (Thermal conductivity 0.044W/mK).
  • Loft Insulation material will be omitted from under cold water tanks unless deemed suitable to insulate by the Supplier.
  • We shall clean up the work area during the insulation process.
  • The loft area shall be insulated in full and in accordance with Industry standards.
  • A warning notice will be pinned in the loft and adjacent to the loft hatch. We will also provide a loft certificate further to installation which will also be pinned in the loft.

We will not:

  • Loft insulation will not be undertaken unless there is sufficient ventilation to allow air movement both before and after the work.
  • Loft insulation will not be undertaken in roof spaces where there is any evidence of condensation.
  • If, in Our reasonable opinion, the general condition of the electrical wiring in the roof space gives rise to concern, loft insulation will not be fitted.
  • Cold water storage tanks and loft pipes will be priced separately as a variation.
  • If walkway is required from the roof access point to the tank ball valve and/or appliance these will be priced separately as a variation.
  • Removal of any existing boarded areas in the roof space, other than boards used for access to water tanks. This is the responsibility of the home dweller. Where it is felt that removal of boarding may cause damage these may be left in place and the insulation laid on top (subject to the depth meeting the required standards).  
  • If draught strips are required these will be priced separately as a variation.
  • If hooks and eyes are required these will be priced separately as a variation. 
  • Wherever a loft ladder is fitted directly to the access, alternative insulation must be considered. These will be priced separately as a variation.
  • Removal of any household debris / owner occupier belonging from within the roof void prior to installation. 
  • Any works that are deemed to include asbestos (Asbestos surveying, sampling, testing and removal).
  • Removal of any personal belongs including furniture and soft furnishings.
  • Any structural works.
  • Making good any loss or damage caused by You.
  • Making good any existing decorations and/or wall finishes.

Cavity wall insulation

We will:

  • drill holes in respective walls;
  • fill cavity with appropriate insulation;
  • fill unsightly holes with mortar and colour match;
  • locate all chimneys, flues and vents;
  • fit combustion vent (if required);
  • complete CO check(s);
  • trunk air bricks where not adequately sleeved;
  • ensure all work area is clean post installation;
  • install, as required, close fitting ducts or sleeves, across the cavity to serve air bricks and other ventilation openings;
  • install cavity barriers, as required, at junctions with other properties and compartments, and as required by the Building Regulations.

We will not:

  • Unless specified in your quote all works over 8 meters in height and dependant on site conditions which require alternative means of suitable access such as:
    Mobile Elevated Work Platforms (MEWPS)
    Scaffold (Both mobile tower or tube and fitting)
    Suspended Access Equipment (Cradles).
  • Following pre-installation risk assessment; should works require alternative means of suitable access; E.ON shall supply a quotation detailing additional costs of such access for acceptance and instruction by the Contractor prior to commencement of Works.
  • All vents which service a combustion appliance which need to comply with the relevant gas safety regulations in respect of gas appliances and are to be sleeved with a continuous sleeve. These will be priced separately as a variation.
  • Any works that are deemed to include asbestos (Asbestos surveying, sampling, testing and removal).
  • Removal of any personal belongs including furniture and soft furnishings.
  • Any structural works.
  • Making good any loss or damage caused by You.
  • Making good any existing decorations and/or wall finishes.

How this Agreement works – our contract with “You” (the customer).

1.1 “We” means We/Us/Our as E.ON Energy Installation Services Limited a company registered in England and Wales. Our company registration number is 09965944 and our registered office is at Westwood Way, Westwood Business Park, Coventry, CV4 8LG. Our correspondence address being at Greenwood House, Westwood Business Park, Coventry, CV4 8TT.

1.2 E.ON Energy Installation Services Limited is authorised and regulated by the Financial Conduct Authority in relation to credit broking services under number 750410 on the Financial Services Register.

“Agreement” means collectively these terms and conditions, Schedule of Works attached hereto and your Quotation.

1.3 This Agreement constitutes the terms under which We supply products to You, whether these are goods or services. Please read these terms carefully before you submit your order to us. These terms tell You how We will provide products or services to You, what to do if there is a problem and other important information. If you have any queries about this Agreement please contact us on 0800 0546 250 or email Us at EONInstallationservices@eonenergy.com.

1.4 Our acceptance of your order will take place when We receive a signed copy of these terms and conditions. We will call or write to confirm receipt at which point a contract will be made between You and Us. 

1.5 If We are unable to accept Your order, We will inform You of this in writing. This might be because the product is out of stock, because of unexpected limits on our resources which We could not reasonably plan for, because We have identified an error in the price or description of the product or because We are unable to meet a delivery deadline.

1.6 The quotation reference number detailed in Our formal quotation We have provided You with will become Your order number when We have received Your signed terms and conditions. It will help us if you can tell us the order number whenever you contact us about your order.

2. The Services – what We will and won’t do

2.1 We shall:

a. provide the goods and services to You in accordance within Our formal quotation and schedule 1 which sets out the works We will be undertaking (“Schedule of Works”);

b. use all reasonable care and skill in the provision of the services detailed within Our formal quotation and Schedule of Works;

c. ensure that any goods provided in line with the formal quotation and Schedule of Works shall be suitable for the specified purpose. 

2.2 To ensure We are complying with any applicable law or safety requirement or where the nature of quality of the goods or services are not significantly affected We may make changes the goods or services, where we are required to make changes pursuant to this clause We will notify you of the changes made as soon as possible. We may also make changes to the goods or services due to changes in law or regulation, where such changes affect you We will notify you prior to these changes taking effect.

2.3 We shall after completing the Schedule of Works, tidy up after Ourselves and repair any damage which results directly from the services We have provided.

2.4 We warrant that as from the date of delivery for a period of 12 months the installation of goods and services are free from any defects in workmanship, construction or materials. Any goods supplied as part of our installation may also come with their own manufacturer’s warranty. We will advise You of this warranty at time of installation.    

3. What We need You to do

3.1 You shall:

a. allow Us (and any sub-contractors) access to Your property to provide the goods and services;

b. ensure that the space where the services are to be undertaken is cleared, tidy, easily and safely accessible;

c. provide Us with access to electricity and water to be able to complete the Schedule of Works;

d. tell us straight away if anything has changed in Your property between the date of the initial assessment and when Schedule of Works is due to start;

e. comply with any obligations required of you in relation to the services (i.e. obtaining consents) as set out in the Schedule of Works.

If you do not allow Us or our subcontractors access to your property to perform the services as arranged, We may charge you additional costs incurred as a result. If despite our reasonable efforts, We are unable to contact you or re-arrange access to your property We may end this Agreement and clause 6.1a will apply.

3.2 You must at all times behave appropriately when Our staff visit Your home. You must not physically or verbally abuse Our staff in any circumstances. Should this happen We may end Your Agreement without refund of any payments.

3.3 Where the Schedule of Works includes boiler installation You shall ensure it is regularly serviced and maintained by an accredited engineer at least once a year. Where the Schedule of Works for any other products includes maintenance requirements you shall carry out such obligations as set out in Schedule 1.

3.4 We will not be responsible for any costs associated with You failing to complete any of Your responsibilities under this Agreement. 

4. Price

4.1 You shall pay the price for the services as set out in Your Quotation and at the times set out in Your Quotation.

5. Payment

5.1 Due to our different options for payment we will confirm the agreed payment method and terms with you in writing.

5.2 Where required under the payment terms agreed with you and as confirmed in writing in accordance with clause 5.1 above, We will need You to make an up-front payment as set out in your Quotation before We can commence the Services. Where We have agreed to take an upfront payment from You and collect the remainder of payment upon completion of the Services We will need to carry out a credit check.  This credit check will create a record against Your credit file.  If You fail this credit check, We would need You to make full payment of the price to Us before We can commence the Services.

5.3 On completion of the Services as set out in the Schedule of Works We will require full payment of any outstanding balance as set out in Our Quotation. Payment terms are 7 days from completion of the Schedule of Works. 

5.4 If You have applied for finance for the full cost of the goods and installation through our finance partner We will not request any upfront payment from You before the installation commences. Once You have agreed that the install has been completed to Your satisfaction by completing a satisfaction note and returning it to Us, We will inform the finance partner and they will pay Us directly. You will need to consult Your credit agreement with them to confirm the nature of the repayment.  If You agree to pay an amount upfront and apply for finance for the remainder, the upfront amount will need to be collected before installation commences.  If for any reason Your finance application is cancelled, for example, by Yourself in the cancellation period under the credit agreement or by the lender, then you will be liable to pay for any Services that have been completed. See section 6 for more details about your cancellation rights under this Agreement.

5.5 Goods and/or products will be Your responsibility from the time We deliver them. You do not own the goods until We have received full payment for the services undertaken.

5.6 If the rate of VAT changes between Your order date and the date We supply the goods and/or product, We will adjust the rate of VAT that You pay.

6. Ending this Agreement

6.1 We shall be entitled to end or suspend this Agreement by giving You written notice where You don’t:

a. allow Us access to be able to undertake the Schedule of Works;

b. provide clear and safe access in line with Clause 3.1(b);

c. complete Your obligations under this Agreement having been asked by Us and given 21 days’ notice to do so.

In the event this Agreement is terminated You shall allow us access to collect any goods and/or product for which payment has not been made. Should access not be provided We shall be entitled to charge You for these goods and/or products.

6.2 If You have a bankruptcy petition filed against You or We reasonably believe that You will not be able to pay for the services associated with the Schedule of Works, We may choose to end or suspend this Agreement until payment in full for the completed and ongoing works has been made. 

6.3 You shall have the right to end this Agreement if We fail to materially meet our obligations under this Agreement.

6.4 You may cancel Your order for services without reason within 14 days following conclusion of this Agreement. If however you request for the services to start prior to the expiration of Your 14 day cooling off period (in accordance with clause 6.8) you shall:

a. if full performance of the services has been completed during Your cooling off period, lose Your right to cancel and bear all costs for services carried out; or

b. if partial performance of the services has been completed during Your cooling off period, pay Us an amount which is in proportion to the services already performed until You have communicated to Us Your cancellation from this Agreement in comparison to the full costs of the services as set out in Your Quotation.

6.5 In the event that You cancel the services during Your cooling off period (and have not requested for the services to commence during this period) We will reimburse any payments already made to Us . Refunds will be made within 14 days of You notifying Us of Your right to cancel and will be made by the same means that payment was received from You unless You agree otherwise.

6.6 To exercise Your right to cancel You must inform Us in a clear statement of your decision to cancel the services (“Notice to Cancel”) either by:

a. completing the cancellation form attached to these terms at Schedule 2 or notifying Us clearly in writing of Your option to cancel and sending this to either:

E.ON Energy Installation Services, Floor 3, Greenwood House, Westwood Business Park, Coventry CV4 8TT.

Or EONInstallationservices@eonenergy.com

Or phoning Us on 0800 0546 250

6.7 Upon receiving a Notice to Cancel from You We will arrange collection of any goods that have been delivered to You in preparation of the services.

6.8  You may request for the services to commence during your 14 day cooling off period under this Agreement by completing and submitting the waiver form contained at schedule 3.

6.9 If You are a finance customer and have exercised your right to cancel your credit agreement within the 14 day cancellation period afforded under that credit agreement, You will remain liable to Us for the cost of any of the services performed by Us.

7. Limitation of liability 

7.1 Nothing in this Agreement shall limit or exclude Our liability for:

a. death or personal injury caused by Our (or our sub-contractors) negligence;

b. fraud or fraudulent misrepresentation;

c. any other provision which is not permitted to be limited or excluded by law.  

7.2 Our total liability to You in relation to the Schedule of Works not exceed £25,000.00 (twenty-five thousand pounds. We shall not be liable for whether in contract, tort breach of statutory duty or otherwise any loss of profit or indirect or consequential loss arising under of in connection with this Agreement. 

7.3 So far as the law allows the only warranties and/or terms which apply to the goods and services under the Schedule of Works are those set out within this Agreement. 

8. Data Protection 

8.1 We will need to collect information about You to carry out our obligations under this Agreement however We will ensure We only use Your personal data in line with the protections provided for under the Data Protection Act 1998. You acknowledge and agree that for the purpose of this Agreement (including enabling repayments and debt recovery)  details of Your name, address and payment record may be provided to our employees, agents, sub-contractors, any governmental, regulatory or local authority, debt collection agencies and other organisations involved with debt or any third party financer; personal data will be processed on our behalf insofar as necessary for the provision of goods and/or services.

8.2 In addition to the above We may share Your data with other group companies (including but not limited to E.ON Energy Solutions Limited and E.ON UK plc) for marketing purposes. If You do not wish for Your personal data to be shared in accordance with this term You may tell us of Your option to opt out by phoning Us on 0800 0546 250  or sending Us written notice to E.ON Energy Installation Services, Floor 3, Greenwood House, Westwood Business Park, Coventry CV4 8TT or at EONInstallationservices@eonenergy.com. 

8.3 We won’t share Your personal data with organisations outside of the E.ON group for marketing, unless You’ve agreed. 

8.4 Please see Our privacy policy for more details on how We will use Your data.

9. Complaints

9.1 If We fail to deliver the standards of service You reasonably expect, We want to know about it so that We can put it right. Email Us at installationservicescomplaints@eonenergy.com or call us or write to us using the contact information above to discuss your query/compliant. We will independently assess Your complaint and do all We can to resolve things to Your satisfaction. If We can’t resolve Your complaint there and then We will carry out a full review and aim to respond to You within 8 weeks. Please see our website for more details on how we aim to deal with complaints.

9.2 If Your complaint about our services could cause potential harm to You, Your possessions or members of the public We will escalate the complaint and will visit site to resolve the issue within 24 hours. 

9.3 If your complaint relates to our credit broking services (where we have introduced you to a credit lender), you may be able to refer your complaint to the Financial Ombudsman Service.

The contact details for the Financial Ombudsman Service are: 

Telephone: 0300 123 9 123, or from outside the UK +44 20 7964 1000
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Financial Ombudsman Service
Exchange Tower London
E14 9SR

If your complaint relates to energy installation products for which you have received (full or partial) funding for you may have the right to refer your complaint to the Utilities Alternative Dispute Resolution (ADR) Ombudsman Services; 

The contact details for the Utilities ADR Ombudsman Service are: 

Website: www.utilitiesadr.co.uk 
Consumer Dispute Resolution Limited
Stratford Office Village 
Unit 12 Walker Avenue
Wolverton
Milton Keynes
WA4 9DF.

We’ll confirm in writing whether you’re eligible to escalate your complaint to an Ombudsman Service.

10. General provisions

a. Intellectual Property Rights – aside from intellectual property rights (trademarks, design rights, copyright, know how, business names etc) already owned by third parties all intellectual property rights associated with the Schedule of Works shall be owned by Us.

b. Survival – Clauses 4, 5, 7, 8 and 9 shall all survive termination of this Agreement.

c. Entire agreement – This Agreement including the Schedules is the entire Agreement between the Parties.  

d. Force majeure – Neither You or Us shall be responsible to the other for any failure to perform, delay in performing or imperfect performance of any of its obligations under this Agreement to the extent that this failure, delay or imperfect performance is due to a force majeure event (event or circumstance outside Our or Your reasonable control which cannot be prevented or avoided such as severe weather conditions).

e. Severance – If any part of this Agreement is found by any court to be invalid, illegal or unenforceable, that part/s shall not to form part of this Agreement. The rest of the Agreement shall not be affected.

f. Assignment – You shall not assign this Agreement without Our prior written consent. We shall be entitled to assign any of Our rights and benefits under this Agreement to any company within the E.ON SE group of companies.

 g. Counterparts – this Agreement may be signed in any number of counterparts but each shall be an original of this Agreement and shall together be the same Agreement.

h. Third party rights – The Contracts (Rights of Third Parties) Act 1999 shall not apply and no person other than You or Us shall have any rights under it.

i. Law – This Agreement shall be subject to the laws of England and You and Us submit to the exclusive jurisdiction of the English Courts.

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Boiler, cavity and loft Terms and Conditions

Key terms 

1. Agreement

The ‘Agreement’ means collectively the Terms and Conditions, your Schedule of Works and your Quotation. The Agreement is a legally binding contract between You and E.ON Energy Installation Services Limited. 

2. Services

We will (a) use all reasonable care and skill when providing the services detailed within our Quotation and Schedule of Works and (b) ensure that any goods provided in line with the Quotation and the Schedule of Works are suitable for the specified purpose.

3. Price

You will pay the price for the Installation Works as set out in your Quotation and at the times set out in your Quotation, or as agreed between us and confirmed in writing.

4. Your right to cancel

You do have a 14 day cooling off period so if you wish to cancel this Agreement, please get in touch by either: completing the cancellation form (provided in Schedule 2) or notifying us in writing of your cancellation and sending this to either (a) E.ON Energy Installation Services Limited, Greenwood House, Westwood Business Park, Coventry. CV4 8TT; (b) EONInstallationservices@eonenergy.com or (c) phoning us on 0800 0546 250 between 8am-6pm Monday to Friday and Saturday between 8am-4pm. 

5. Processing your data

If you provide any personal data to us under this contract E.ON Energy Installation Services Limited will be the ‘data controller’. Our Data Protection Officer can be contacted at Newstead Court, Little Oak Drive, Annesley, Nottinghamshire, NG15 0DR. 

We will process your personal data in accordance with our privacy notice, as amended from time to time, which can be found at www.eonenergy.com/privacy or by contacting us to request a paper copy. Our privacy notice sets out:

  • where we might get data about you from;
  • why we need it;
  • what we might do with the data (including who we might share it with);
  • the circumstances in which your data might be transferred abroad; and
  • how long we keep it for.

6. Standard of service

If we don’t deliver the standards of service you reasonably expect, we want to know about it so we can try and put it right. Email us at installationservicescomplaints@eonenergy.com to discuss your query/complaint. We’ll independently assess your complaint and do what we can to resolve things to your satisfaction. If we can’t resolve your complaint there and then we’ll carry out a full review and respond to you within seven working days. We aim to have your complaint closed within 14 days, dependant on materials and supplies.

7. Key boiler inclusions:

  • Decommission the existing boiler in respect of replacing with a new compliant condensing, high efficiency Energy Related Product that is wall hung with a fanned flue. 
  • Test gas supplies as required.
  • Isolate water, electrical and gas supplies as necessary to ensure safe and careful drain down and removal of the existing boiler and flue.
  • Fit the new boiler and flue as per manufacturer’s instructions; include for installation of any support brackets.
  • 12-month workmanship guarantee.

8. Key boiler exclusions:

  • In the case of online sales only of Regular and System boilers the installation will not include pumps, Y plan valves or S plan valves, unless your order has been amended to add these items. 
  • In the case of online sales only of Regular boilers the installation will not include the conversion of unpumped central heating systems to pumped central heating systems unless your order has been amended to add this work.
  • Online prices will only be honoured if the purchase doesn’t require E.ON to carry out an in-home survey.
  • Removal of asbestos and dangerous waste.
  • Replacement of domestic hot water cylinders, included unvented (where applicable). Removal of feed and expansion tank from loft space if the hatch does not permit. In this case the tank will be drained down and made safe.
  • Work to existing radiators, valves and all associated pipework.
  • Making good to existing decorations and wall finishes.
  • Any loss, damage or liability caused by anyone other than the installation team.
  • Any remedial work to building structure such as brick flues, chimneys and fireplace openings.
  • Power flushing the existing heating system.
  • Structural, building or groundwork due to the installation. Additional costs would apply.

9. Key insulation inclusions:

  • Provide suitably skilled and experienced staff. 
  • Use good quality materials to complete the full and effect insulation of your roof space and walls.
  • Fill cavity with appropriate insulation material.
  • Install your loft insulation to a total thickness of 270mm. 
  • Clean up respective work area during the insulation process.

10. Key insulation exclusions:

  • Insulate the loft if there is not adequate ventilation.
  • Remove old loft insulation.
  • Work in any area that we deem unsuitable.
  • Carry out work that we deem unsuitable.
  • Remove any personal belongings including furniture and soft furnishings.

Schedule 1: Your central heating installation inclusions and exclusions

E.ON will carry out the works described in your quotation. All works will be carried out in accordance with the manufacturer’s guidelines. 

Details of what is included in your installation

We will:

  • Decommission the existing boiler, replacing it with a new compliant condensing, high efficiency energy related product that is wall hung with a fanned flue.
  • Test the gas supply as required.
  • Isolate the water, electricity and gas supplies as necessary to ensure safe and careful drain down and removal of the existing boiler and flue.
  • Alter the hot and cold-water service pipework for the introduction of the new boiler and up to 6m of pipe work.
  • Provide an appropriately sized gas supply of up to 6m. Gas pipework may need to be run externally if necessary.
  • Test the suitability of the wall for the boiler location.
  • Fit the new boiler and flue as per the manufacturer’s instructions. This includes the installation of any support brackets.
  • Use the existing fused spur outlet and provide a new 3-amp fuse and wiring from the spur to the boiler if required. An adequate electrical supply to property is assumed.
  • Use trunking to encase the cable from the spur to the bottom of the boiler casing and connect the electrical supply to the boiler as per the manufacturer’s instructions.
  • Terminate condensate pipework at the waste point as per the manufacturer’s instructions.
  • Install pressure relief valve pipework as per manufacturer’s instructions (if required).
  • Test equipotential earth bonding.
  • Securely clip all new pipework.
  • Carry out all commissioning checks as per the specification and any manufacturer’s instructions.
  • Provide a completed handover pack. This will include the manufacturer’s instructions, electrical minor works certificate, gas certificate, building notification and guarantee.
  • Provide a 12-month workmanship guarantee.
  • Fit a programmer and/or thermostat/programmable room stat in an appropriate location as detailed in the quote.
  • Fit a terminal guard to the boiler flue, as detailed in the manufacturer’s instructions.
  • In the case of a back boiler to combination boiler change we will isolate water, electrical and gas supplies as necessary to ensure the safe and careful drain down and removal of the existing gas back boiler unit. If removal of the back boiler is not possible it will be decommissioned and left in situ. A radiator will be fitted if the room containing the back boiler has no other heat source. We’ll make good to opening following the removal of back boiler unit.

Details of what is not included in your installation (unless specified on your quotation)

We will not:

  • Move or remove any of your personal belongings. This includes furniture and soft furnishings.
  • Carry out any works that are related to asbestos (asbestos surveying, sampling, testing and removal) whether identified at point of survey or during the installation.
  • Move or remove any white goods within the property. This includes, but is not limited to, fridges, washing machines, cookers, hobs and dishwashers.
  • Replace domestic hot water cylinders. 
  • Remove a cold water or feed and expansion tank from the loft space if the hatch is not large enough. In this case the tanks will be drained down and made safe.
  • Carry out work to existing radiators, valves or associated pipework. This includes, but is not limited to, tap washers and toilet cisterns.
  • Make good existing decorations and wall finishes. This includes unpreventable damage to the chimney if removing a back boiler.
  • Re-instate solid fuel appliances following the installation of new boiler.
  • Be responsible for any loss, damage or liability caused by anyone other than the installation team.
  • Carry out any remedial work to the building structure such as brick flues, chimneys or fireplace openings.
  • Power flush the existing heating system unless this is specifically included in your quote.
  • Carry out any structural, building or groundwork due to the installation. Additional costs will apply.
  • Gain planning permission for flues on listed buildings or managed properties. This is the responsibility of the property owner.
  • Upgrade the property’s electrical supply to meet current regulations if it is sub-standard or inadequate.
  • Fit an earth rod, if applicable.
  • Replace lead piping, faulty cold water stop taps or faulty domestic fittings (i.e. taps) when pressurised.
  • Provide gas pipework runs over 6m or cold-water pipework runs over 6m unless specified on your quote.
  • Guarantee that an existing shower will be compatible with the new system.
  • Fit a condense pump or soak away, unless this is specified on your quotation.
  • Provide a plume management kit, unless this is specified on your quotation.
  • Upgrade the existing system to Y-plan (wired or radio frequency) or S-plan (wired or radio frequency), unless specified on your quotation.
  • For online sales only; fit new pumps, Y plan valves, and/or S plan valves unless these items have been added to your order. 
  • For online sales only; convert an unpumped central heating system to a pumped central heating system unless this work has been added to your order.
  • Honour online pricing if E.ON have to carry out an in-home survey to define the exact requirements for your new boiler installation.

Schedule 1: Your loft and cavity wall installation inclusions and exclusions

E.ON will carry out the works described in your quotation. All works will be carried out in accordance with the manufacturer’s guidelines. 

Loft insulation

We will:

  • Loft insulation will only to be installed where there is less than or equal to (≤) 100mm pre-existing insulation. 
  • New insulation will provide a minimum total thickness of 270mm (Thermal conductivity 0.044W/mK).
  • Loft Insulation material will be omitted from under cold water tanks unless deemed suitable to insulate by the Supplier.
  • We shall clean up the work area during the insulation process.
  • The loft area shall be insulated in full and in accordance with Industry standards. 
  • A warning notice will be pinned in the loft and adjacent to the loft hatch. We will also provide a loft certificate further to installation which will also be pinned in the loft.

We will not:

  • Loft insulation will not be undertaken unless there is sufficient ventilation to allow air movement both before and after the work.
  • Loft insulation will not be undertaken in roof spaces where there is any evidence of condensation.
  • If, in Our reasonable opinion, the general condition of the electrical wiring in the roof space gives rise to concern, loft insulation will not be fitted.
  • Cold water storage tanks and loft pipes will be priced separately as a variation.
  • If walkway is required from the roof access point to the tank ball valve and/or appliance these will be priced separately as a variation.
  • Removal of any existing boarded areas in the roof space, other than boards used for access to water tanks. This is the responsibility of the home dweller. Where it is felt that removal of boarding may cause damage these may be left in place and the insulation laid on top (subject to the depth meeting the required standards). 
  • If draught strips are required these will be priced separately as a variation.
  • If hooks and eyes are required these will be priced separately as a variation.
  • Wherever a loft ladder is fitted directly to the access, alternative insulation must be considered. These will be priced separately as a variation.
  • Removal of any household debris/ owner occupier belonging from within the roof void prior to installation.
  • Any works that are deemed to include asbestos (Asbestos surveying, sampling, testing and removal).
  • Removal of any personal belongs including furniture and soft furnishings.
  • Any structural works.
  • Making good any loss or damage caused by You.
  • Making good any existing decorations and/or wall finishes.

Cavity wall insulation

We will:

  • drill holes in respective walls;
  • fill cavity with appropriate insulation;
  • fill unsightly holes with mortar and colour match;
  • locate all chimneys, flues and vents;
  • fit combustion vent (if required);
  • complete CO check(s);
  • trunk air bricks where not adequately sleeved;
  • ensure all work area is clean post installation;
  • install, as required, close fitting ducts or sleeves, across the cavity to serve air bricks and other ventilation openings;
  • install cavity barriers, as required, at junctions with other properties and compartments, and as required by the Building Regulations.

We will not:

  • Unless specified in your quote all works over 8 meters in height and dependant on site conditions which require alternative means of suitable access such as:
    Mobile Elevated Work Platforms (MEWPS)
    Scaffold (Both mobile tower or tube and fitting)
    Suspended Access Equipment (Cradles).
  • Following pre-installation risk assessment; should works require alternative means of suitable access; E.ON shall supply a quotation detailing additional costs of such access for acceptance and instruction by the Contractor prior to commencement of Works.
  • All vents which service a combustion appliance which need to comply with the relevant gas safety regulations in respect of gas appliances and are to be sleeved with a continuous sleeve. These will be priced separately as a variation.
  • Any works that are deemed to include asbestos (Asbestos surveying, sampling, testing and removal).
  • Removal of any personal belongs including furniture and soft furnishings.
  • Any structural works.
  • Making good any loss or damage caused by You.
  • Making good any existing decorations and/or wall finishes. 

Installation terms and conditions

1. How this Agreement works – our contract with “You” (the customer).

1.1 “We” means We/Us/Our as E.ON Energy Installation Services Limited a company registered in England and Wales. Our company registration number is 09965944 and our registered office is at Westwood Way, Westwood Business Park, Coventry, CV4 8LG. Our correspondence address being at Greenwood House, Westwood Business Park, Coventry, CV4 8TT.

1.2 E.ON Energy Installation Services Limited is authorised and regulated by the Financial Conduct Authority in relation to credit broking services under number 750410 on the Financial Services Register.

“Agreement” means collectively these terms and conditions, Schedule of Works attached hereto and your Quotation.

1.3 This Agreement constitutes the terms under which We supply products to You, whether these are goods or services. Please read these terms carefully before you submit your order to us. These terms tell You how We will provide products or services to You, what to do if there is a problem and other important information. If You have any queries about this Agreement please contact us on 0800 0546 250 or email Us at EONInstallationservices@eonenergy.com.

1.4 Our acceptance of Your order will take place when We receive a signed copy of these terms and conditions. We will call or write to confirm receipt at which point a contract will be made between You and Us. 

1.5 If We are unable to accept Your order, We will inform You of this in writing. This might be because the product is out of stock, because of unexpected limits on our resources which We could not reasonably plan for, because We have identified an error in the price or description of the product or because We are unable to meet a delivery deadline.

1.6 The Quotation reference number detailed in Our formal Quotation We have provided You with will become Your order number when We have received Your signed terms and conditions. It will help us if you can tell us the order number whenever you contact us about your order.

1.7 If we provide You with a new Quotation then Your previous Quotation is automatically cancelled. You will need to accept the new Quotation as explained in clause 1.6 above.

2. The Services – what We will and won’t do

2.1 We shall:

a. provide the goods and services to You in accordance within Our formal Quotation and Schedule 1 which sets out the works We will be undertaking (“Schedule of Works”);

b. use all reasonable care and skill in the provision of the services detailed within Our formal Quotation and Schedule of Works;

c. ensure that any goods provided in line with the formal Quotation and Schedule of Works shall be suitable for the specified purpose.

2.2 To ensure We are complying with any applicable law or safety requirement or where the nature of quality of the goods or services are not significantly affected We may make changes the goods or services, where we are required to make changes pursuant to this clause We will notify You of the changes made as soon as possible. We may also make changes to the goods or services due to changes in law or regulation, where such changes affect You We will notify You prior to these changes taking effect.

2.3 We shall after completing the Schedule of Works, tidy up after Ourselves and repair any damage which results directly from the services We have provided.

2.4 We warrant that as from the date of delivery for a period of 12 months, or 24 months where installations are Microgeneration Certification Scheme (MCS) accredited, the installation of goods and services are free from any defects in workmanship, construction or materials. Any goods supplied as part of Our installation may also come with their own manufacturer’s warranty. We will advise You of this warranty at time of installation.    

3. What We need You to do

3.1 You shall:

a. allow Us (and any sub-contractors) access to Your property to provide the goods and services;

b. ensure that the space where the services are to be undertaken is cleared, tidy, easily and safely accessible;

c. provide Us with access to electricity and water to be able to complete the Schedule of Works;

d. tell Us straight away if anything has changed in Your property between the date of the initial assessment and when Schedule of Works is due to start;

e. comply with any obligations required of You in relation to the services (i.e. obtaining consents) as set out in the Schedule of Works.

If You do not allow Us or Our subcontractors access to Your property to perform the services as arranged We may charge You additional costs incurred as a result. If despite Our reasonable efforts, We are unable to contact You or re-arrange access to Your property We may end this Agreement and clause 6.1a will apply.

You must at all times behave appropriately when Our staff visit Your home. You must not physically or verbally abuse Our staff in any circumstances. Should this happen We may end Your Agreement without refund of any payments.

3.3 Where the Schedule of Works includes boiler installation You shall ensure it is regularly serviced and maintained by an accredited engineer at least once a year. Where the Schedule of Works for any other products includes maintenance requirements you shall carry out such obligations as set out in Schedule 1.

3.4 We will not be responsible for any costs associated with You failing to complete any of Your responsibilities under this Agreement. 

4. Price

4.1 You shall pay the price for the services as set out in Your Quotation and at the times set out in Your Quotation.

4.2 Where applicable and if your installation is subject to ECO (Energy Company Obligation) funding, You will be subject to qualifying eligibility criteria. We will carry out checks to validate if you meet this criteria. Your installation will not proceed if We are unable to validate your eligibility following these checks.

5. Payment

5.1 Due to Our different options for payment We will confirm the agreed payment method and terms with You in writing.

5.2 Where required under the payment terms agreed with You and as confirmed in writing in accordance with clause 5.1 above, We will need You to make an up-front payment as set out in your Quotation before We can commence the Services. Where We have agreed to take an upfront payment from You and collect the remainder of payment upon completion of the Services We will need to carry out a credit check. This credit check will create a record against Your credit file. If You fail this credit check, We would need You to make full payment of the price to Us before We can commence the Services.

5.3 On completion of the Services as set out in the Schedule of Works We will require full payment of any outstanding balance as set out in Our Quotation. Payment terms are 7 days from completion of the Schedule of Works. 

5.4 If You have applied for finance for the full cost of the goods and installation through Our finance partner We will not request any upfront payment from You before the installation commences. Where you have applied for finance (either partially or in full) to cover the cost of the goods and installation, You must return a signed satisfaction note to Us upon completion of the installation and in any event no later than 14 days after the date of Your installation. If You do not return this satisfaction note, Your finance application may no longer be valid or may be cancelled and payment in full within 7 days may be requested from You. Once You have returned the signed satisfaction note, We will inform the finance partner and they will pay Us directly. You will need to consult Your credit agreement provider to confirm the nature of the repayment. If You agree to pay an amount upfront and apply for finance for the remainder, the upfront amount will need to be paid to Us the day your finance is approved. If for any reason Your finance application is cancelled, for example, by Yourself in the cancellation period under the credit agreement or by the lender, then You will be liable to pay for any Services that have been completed. See section 6 for more details about Your cancellation rights under this Agreement.

5.5 Goods and/or products will be Your responsibility from the time We deliver them. You do not own the goods until We have received full payment for the services undertaken.

5.6 If the rate of VAT changes between Your order date and the date We supply the goods and/or product, We will adjust the rate of VAT that You pay.

6. Ending this Agreement

6.1 We shall be entitled to end or suspend this Agreement by giving You written notice where You don’t:

a. allow Us access to be able to undertake the Schedule of Works;

b. provide clear and safe access in line with Clause 3.1(b);

c. complete Your obligations under this Agreement having been asked by Us and given 21 days’ notice to do so;

d. complete Your obligations under clause 5 of this Agreement.

In the event this Agreement is terminated You shall allow us access to collect any goods and/or product for which payment has not been made. Should access not be provided We shall be entitled to charge You for these goods and/or products.

6.2 Should your installation be subject to ECO funding We shall be entitled to end this Agreement by giving You written notice where You don’t meet the ECO funding eligibility criteria. 

6.3 If You have a bankruptcy petition filed against You or We reasonably believe that You will not be able to pay for the services associated with the Schedule of Works, We may choose to end or suspend this Agreement until payment in full for the ongoing and completed works has been made. 

6.4 You shall have the right to end this Agreement if We fail to materially meet Our obligations under this Agreement.

6.5 You may cancel Your order for services without reason within 14 days following conclusion of this Agreement. If however you request for the services to start prior to the expiration of Your 14 day cooling off period (in accordance with clause 6.8) you shall:

a. if full performance of the services has been completed during Your cooling off period, lose Your right to cancel and bear all costs for services carried out; or

b. if partial performance of the services has been completed during Your cooling off period, pay Us an amount which is in proportion to the services already performed until You have communicated to Us Your cancellation from this Agreement in comparison to the full costs of the services as set out in Your Quotation.

6.6 In the event that You cancel the services during Your cooling off period (and have not requested for the services to commence during this period)  We will reimburse any payments already made to Us. Refunds will be made within 14 days of You notifying Us of Your right to cancel and will be made by the same means that payment was received from You unless You agree otherwise.

6.7 To exercise Your right to cancel You must inform Us in a clear statement of your decision to cancel the services (“Notice to Cancel”) either by:

a. completing the cancellation form attached to these terms at Schedule 2 or notifying Us clearly in writing of Your option to cancel and sending this to either:

E.ON Energy Installation Services, Floor 3, Greenwood House, Westwood Business Park, Coventry CV4 8TT.

Or EONInstallationservices@eonenergy.com

Or phoning Us on 0800 0546 250.

6.8 Upon receiving a Notice to Cancel from You We will arrange collection of any goods that have been delivered to You in preparation of the services.

6.9 You may request for the services to commence during your 14 day cooling off period under this Agreement by completing and submitting the waiver form contained at Schedule 3.

6.10 If You are a finance customer and have exercised your right to cancel your credit agreement within the 14 day cancellation period afforded under that credit agreement, You will remain liable to Us for the cost of any of the services performed by Us.

7. Limitation of liability 

7.1 Nothing in this Agreement shall limit or exclude Our liability for:

a. death or personal injury caused by Our (or our sub-contractors) negligence;

b. fraud or fraudulent misrepresentation;

c. any other provision which is not permitted to be limited or excluded by law.  

7.2 Our total liability to You in relation to the Schedule of Works shall not exceed £25,000.00 (twenty five thousand pounds. We shall not be liable for whether in contract, tort breach of statutory duty or otherwise any loss of profit or indirect or consequential loss arising under of in connection with this Agreement. 

7.3 So far as the law allows the only warranties and/or terms which apply to the goods and services under the Schedule of Works are those set out within this Agreement. 

8. Personal data

8.1 Processing your data

If you provide any personal data to us under this contract E.ON Energy Installation Services Limited will be the ‘data controller’. Our Data Protection Officer can be contacted at Newstead Court, Little Oak Drive, Annesley, Nottinghamshire, NG15 0DR.

We will process your personal data in accordance with our privacy notice, as amended from time to time, which can be found at www.eonenergy.com/privacy or by contacting us to request a paper copy. Our privacy notice sets out:

a. where we might get data about you from;

b. why we need it;

c. what we might do with the data (including who we might share it with);

d. the circumstances in which your data might be transferred abroad; and

e. how long we keep it for.

9. Complaints

9.1 If We fail to deliver the standards of service You reasonably expect, We want to know about it so that We can put it right. Email Us at installationservicescomplaints@eonenergy.com or call us or write to us using the contact information above to discuss your query/compliant. We will independently assess Your complaint and do all We can to resolve things to Your satisfaction. If We can’t resolve Your complaint there and then We will carry out a full review and aim to respond to You within 8 weeks. Please see our website for more details on how we aim to deal with complaints.

9.2 If Your complaint about our services could cause potential harm to You, Your possessions or members of the public We will escalate the complaint and will visit site to resolve the issue within 24 hours. 

9.3 If your complaint relates to our credit broking services (where we have introduced you to a credit lender), You may be able to refer Your complaint to the Financial Ombudsman Service.

The contact details for the Financial Ombudsman Service are: 

Telephone: 0300 123 9 123, or from outside the UK +44 20 7964 1000
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Financial Ombudsman Service
Exchange Tower London
E14 9SR.

If Your complaint relates to energy installation products for which You have received (full or partial) funding for You may have the right to refer your complaint to the Utilities Alternative Dispute Resolution (ADR) Ombudsman Services. 

The contact details for the Utilities ADR Ombudsman Service are: 

Website: www.utilitiesadr.co.uk 
Consumer Dispute Resolution Limited
Stratford Office Village 
Unit 12 Walker Avenue
Wolverton, 
Milton Keynes
WA4 9DF.

We’ll confirm in writing whether You’re eligible to escalate your complaint to an Ombudsman Service.

10. Additional products

Where You have selected additional products to the services covered by Your Schedule of Works the terms and conditions as at Schedule [4] shall also apply. 

11. General provisions

a. Intellectual Property Rights – aside from intellectual property rights (trademarks, design rights, copyright, know how, business names etc) already owned by third parties all intellectual property rights associated with the Schedule of Works shall be owned by Us.

b. Survival – Clauses 4, 5, 7, 8 and 9 shall all survive termination of this Agreement.

c. Entire agreement – This Agreement including the Schedules is the entire Agreement between the Parties.  

d. Force majeure – Neither You or Us shall be responsible to the other for any failure to perform, delay in performing or imperfect performance of any of its obligations under this Agreement to the extent that this failure, delay or imperfect performance is due to a force majeure event (event or circumstance outside Our or Your reasonable control which cannot be prevented or avoided such as severe weather conditions).

e. Severance – If any part of this Agreement is found by any court to be invalid, illegal or unenforceable, that part/s shall not to form part of this Agreement. The rest of the Agreement shall not be affected.

f. Assignment – You shall not assign this Agreement without Our prior written consent. We shall be entitled to assign any of Our rights and benefits under this Agreement to any company within the E.ON SE group of companies.

g. Counterparts – this Agreement may be signed in any number of counterparts but each shall be an original of this Agreement and shall together be the same Agreement.

h. Third party rights – The Contracts (Rights of Third Parties) Act 1999 shall not apply and no person other than You or Us shall have any rights under it.

i. Law – This Agreement shall be subject to the laws of England and You and Us submit to the exclusive jurisdiction of the English Courts.

Schedule 4: Additional Products

1. Terms and Conditions for your tado° smart thermostat.

These terms and conditions relate to the provision of the tado° Hardware and its installation (which will be done in conjunction with your boiler installation) at Your (“You” the customers) home and is in consideration of You performing Your obligations under these terms and conditions. These terms and conditions are supplemental to Your Installation terms and conditions. In the event of a conflict between the terms Your Installation terms and conditions shall take priority.

The downloading and use of tado° Software and services requires You to set up an online account with tado° which is subject to tado°’s terms and conditions. 

1.1 ‘We’, ‘us’ or ‘our’ means E.ON Energy Installation Services Limited (or our sub-contractor).

1.2 ‘Hardware’ and 'goods' means the internet bridge and smart thermostat (which could include an extension kit, extra thermostat and/or smart thermostatic radiator valves where applicable) which will be installed into Your home.

1.3 ‘Software’ means the mobile app which requires You to set up an account with tado°. The mobile apps are made available through the various stores for mobile applications (iOS App Store, Android Play Store, Windows Store, etc). The Web applications are available via the tado° Website.

1.4 ‘tado°’ means the manufacturer of Your smart thermostat (and extension kit where applicable) Hardware and the provider of the associated Software.

1.5 ‘Warranty’ and ‘warranty period’ means the warranty for the Hardware provided by tado° details of which are at www.tado°.com/gb/terms-and-conditions.

2. Your Responsibilities 

Before Installation 

2.1 Before We install the tado° Hardware You must ensure that:

2.1.1 Your broadband internet connection is fully operational to support the tado° Hardware and Software; and

2.1.2 Your mobile phone is compatible with tado° Software and You have a valid data plan if You intend to access the tado° mobile app outside of a Wi-Fi connection (You can see the minimum system requirements on the support and FAQs sections of tado°’s Website (tado°.com).

2.2 If You are a tenant, You may need Your landlord’s permission to carry out the work required to install Your tado° Hardware. It is Your responsibility to obtain this permission prior to the installation and We accept no responsibility for this permission not being in place. 

Using tado° 

2.3 You agree to use tado° Hardware, Software and services (such as geo-location control, reports, push notifications) only in accordance with the product specifications as described on the heating section of tado°’s Website (tado°.com). We shall not be liable for any costs, losses or damage that You suffer as a result of not doing so, or as a result of a problem caused by Your mobile phone, computer, tablet or internet connection.

2.4 You are responsible for any costs that You incur as a result of exceeding the permitted data limit on Your broadband or mobile phone data plan.

2.5 You are responsible for any loss or damage caused as a result of any unauthorised downloading or upgrading the Software connected to tado°.

2.6 You are responsible for restricting access to Your mobile phone, tablet and/or computer to prevent unauthorised use of Your tado° account and We advise You to keep Your log-in details secret and to use pin protection on Your mobile phone to prevent unauthorised use of Your tado° account. 

2.7 You are responsible for replacing any batteries in Your tado° products in accordance with the manufacturer’s instructions.

2.8 We shall not be liable for any cost, loss or damage that You suffer as a result of any unauthorised use of Your tado° account (e.g. if Your mobile phone or log-in details are lost or stolen). 

2.9 If You believe that someone has gained unauthorised access to Your tado° account, You should as soon as possible report this to tado° on 0203 5144 881 (local call charges apply and mobile charges may vary) opening hours are subject to seasonal change and can be found on the support section of the tado° Website (tado°.com). 

3. Our Responsibilities 

Installation

3.1 We will provide, install and configure Your tado° Hardware smart thermostat/s, extension kit (if applicable) and extra smart thermostat (if purchased) at Your home. 

3.2 Once You have confirmed Your installation appointment (which will be the same appointment as Your boiler installation) We (or our sub-contractor) will  install Your tado° Hardware during normal working hours (8am to 4pm Monday to Friday). For installation to take place (alongside the complying with Clause 3 of Your Installation terms and conditions) You’ll need to ensure that You, or someone over the age of 18, is at Your home for the duration of the appointment as We’ll need access to Your home at all times whilst tado° Hardware is being installed.

3.3 If You cancel the appointment with less than one working days’ notice, We are unable to gain access to Your home or We’re unable to complete the installation of Your tado° Hardware because You’ve not complied with Your responsibilities set out in Clause 2 of these terms or Clause 3 of Your Installation terms and conditions, We will make a further appointment with You to complete the work at no extra cost. If You don’t keep to the agreed appointment time for the installation or the installation can’t be completed on the 2nd or 3rd occasion (as a result of your fault or failure to comply with this contract), We’ll charge You for the installation and We may cancel Your contract for the tado°. If We cancel Your contract pursuant to this Clause, it will not affect ownership of Your tado° Hardware.

3.4 We’re not responsible for any delay caused to Your installation due to You cancelling an appointment, us being unable to gain access to Your home, or as a result of adverse weather conditions or any other circumstances beyond our reasonable control. 

3.5 The installation, repair or replacement of Your tado° Hardware (including removing or dismantling existing fixtures and fittings) may cause some damage to the decoration and finish of Your home. We will take reasonable care to carry out the installation or repairs without causing damage and We will make good damage that is caused by our negligence, however, any other repairs or redecoration (for example patches left exposed due to a change in size of the smart thermostat) are Your responsibility. 

3.6 We will not be responsible for repairing or replacing parts of Your central heating system if it does not work properly following installation (for example because Your water supply becomes inadequate or the water pressure varies) unless this is proven to be directly caused by the negligent installation of Your tado° Hardware. 

3.7 All engineers reserve the right not to complete an installation if they feel that their or Your personal safety is at risk. If the installation would breach any regulations relating to electrical standards or gas safety, the installation will not take place and any payment made for Your tado° Hardware will be refunded subject to the conditions in clause 5.

3.8 The contract price does not include the cost of removing any dangerous waste materials, such as asbestos, which should be removed before We start any work. If We become aware of such material when undertaking the work, We will be unable to complete the installation, Your contract will be cancelled and any payment made for Your tado° Hardware will be refunded subject to the conditions in clause 5. 

3.9 In the event we attend to install Your boiler and there is a fault with Your tado° Hardware we will reschedule a separate appointment for the installation of Your tado° Hardware to be completed.   

Updates

3.10 From time to time tado° may need to update Your Software and/or the firmware on the internet bridge. If Your own equipment (such as Your mobile phone) does not support this upgrade, this could affect the functionality of tado° by preventing You from using the Software fully. We recommend that You always keep the tado° app and Your mobile phone’s operating system up to date.

3.11 The tado° Website, mobile app and services may be temporarily unavailable if tado° have to carry out routine or emergency maintenance. During maintenance the remote-control function and the ability to amend time schedules may not be available but You can still control the temperature of Your heating using the controls in Your home. 

Repairs and Warranty

3.12 Your warranty is provided by the manufacturer tado° and lasts for 24 months from the date of delivery of Your tado° Hardware.

3.13 If Your tado° Hardware or Software develops a fault You should call tado° on 0203 5144 881 (Monday – Friday, 8am – 5pm) calls are charged at local rates and mobile charges may vary these hours are subject to seasonal change and current times can be found within the support at FAQ’s sections on tado°’s Website (tado°.com). 

3.14 We will try and contact You to carry out any repairs due to installation faults, but if You cancel the appointment with less than 1 working days’ notice, We are unable to gain access to carry out the repairs or We’re unable to repair Your tado° Hardware because you’ve not complied with Your responsibilities set out in Clause 2, We will make a further appointment with You to complete the work at no extra cost. However, if You don’t keep to the agreed appointment time for the repair or the repair can’t be completed on the 2nd or 3rd occasion (as a result of your fault or failure to comply with this contract), We’ll charge You for the repair and We may cancel Your contract for the tado° Hardware. If We cancel Your contract pursuant to this Clause, it will not affect ownership of Your tado° Hardware.

4. Our Liability 

4.1 Nothing in this contract shall limit or exclude our liability for death or personal injury caused by our (or our sub-contractors) negligence, fraud or fraudulent misrepresentation or any other provision which is not permitted to be limited or excluded by law. 

4.2 Our maximum liability in contract, tort or otherwise (including any liability for any negligent act or omission) howsoever arising out of or in connection with this contract and Your Installation terms and conditions (Clause 7) is limited to a total of £25,000.00 (twenty five thousand pounds).

4.3 We shall not be responsible if We can’t fulfil the contract for reasons which are beyond our reasonable control, such as acts of God, fire, severe Weather conditions or industrial disputes/strikes. 

4.4 We shall not be liable for any costs incurred through use of the tado° product in relation to Your energy bill. For example if an error is made when using the tado° app which results in Your boiler being on for longer than intended.

5. Ending this Contract

Cooling Off

5.1 There is a cooling off period during which You may cancel this contract if You change Your mind. The cooling off period is 14 days from the date You receive the tado° Hardware. If You want to cancel the contract please follow the process detailed in Clause 6 of Your Installation terms and conditions. Your Installation terms and conditions will not be affected by Your cancellation of the tado° Hardware unless You tell Us You wish to cancel this contract also. 

5.2 In the event You cancel Your Installation terms and conditions, this contract for Your tado° Hardware will automatically terminate and any payment made for Your tado° Hardware will be refunded in accordance with the provisions of this Clause 5.

5.3 If We have not begun the installation before You tell us You want to cancel the contract, We will cancel Your contract from the date We receive Your notice of cancellation and We will reimburse to You all payments received from You, including the costs of delivery.

5.4 If We have started the installation before You tell us You want to cancel the contract, but We have not completed the installation, We will remove all parts of the tado° Hardware that were installed at the time of cancellation and reimburse to You all payment received from You, including the costs of delivery less the costs We have incurred (including the costs of removal of tado° Hardware).

5.5 If You have asked Us to complete the installation before the end of the cooling off period You will lose the right to cancel the contract and it will continue, unless there have been issues or faults with the tado° Hardware or the installation (see Clause 7 below).

5.6 We will make any refund due using the same means of payment as You used for the initial transaction, unless You have expressly agreed otherwise; in any event, You will not incur any fees as a result of the refund.  

5.7 We may make a deduction from Your refund for loss in value of the tado° Hardware supplied, if the loss is the result of unnecessary handling (ie that above what is necessary to establish the nature, characteristics and/or functioning) by You.

5.8 We will make the refund without undue delay, and not later than: (i) 14 days after the day we received back from You any tado° Hardware supplied; (ii) (if earlier) 14 days after the day You provide evidence that You have returned the tado° Hardware; or (iii) if there was no tado° Hardware supplied, 14 days after the day on which We are informed about Your decision to cancel this contract. 

5.9 If you have received the tado° Hardware and We have not begun the installation when You notified Us of Your cancellation We will send You a pre-paid returns label for the return of the tado° Hardware. The tado° Hardware must be returned in the original packaging and in a resalable condition to the address provided. 

5.10 If You have added tado° Hardware to any finance offered for Your boiler installation and You choose to cancel this supplemental contract; We will need to amend Your boiler quote and for You to return to Us a signed copy of this to allow Our finance partner to reduce Your loan by the amount paid for Your tado° Hardware. 

6. Complaints and other terms

6.1 We may need to make a change to the terms of this contract. We’ll let You know if We make a change and put the changes on our website at eoninstall.com. 

6.2 If We fail to deliver the standard of service You expect, We want to know about it so that We can try to put it right. 

If You wish to make a compliant regarding: 

  • the installation of Your tado° Hardware or the service You have received please see Clause 9 of Your Installation terms and conditions; 
  • technical issues with the tado° Hardware or Software (including the app) please contact tado° on 0203 5144 881 local call charges apply and mobile charges may vary (Monday – Friday, 8am – 5pm) these hours are subject to seasonal change and current times can be found on the support and FAQ pages of tado°’s Website (tado°.com). 

 7. Delivery and Returns Process 

7.1 Once You have confirmed Your delivery date, Your order for the tado° Hardware cannot be cancelled. You do however have the right to cancel Your contract as set out in Clause 5 but You need to contact us (Clause 5.1) and return the tado° Hardware when delivered.

7.2 You have the right to cancel Your contract for the tado° Hardware in accordance with Clause 5 and if Your tado° Hardware is faulty see clauses 7.6 and 7.7 below. 

7.3 Delivery of Your tado° Hardware will take between 5 and 10 working days from when You place Your order (unless We have stated otherwise) and will arrive separately to items required to fulfil Your Installation contact. If You have not received Your order after this time or Your tado° Hardware has arrived damaged please contact Us.

7.4 We will make reasonable attempts to deliver Your tado° Hardware to You which may involve multiple attempts. If We are unable to deliver Your tado° Hardware You may have to collect it from a depot. If you do not collect it from the depot within the timeframe the delivery service provider has suggested it may be sent back. If this happens We will refund You and cancel this contract.

7.5 If We are unable to install the tado° Hardware for whatever reason You will need to contact Us on 0800 054 6250 (free from a landline but mobile charges vary) lines are open 7am – 6pm Monday to Friday and 8am – 4pm on Saturday) to arrange a refund and to receive instructions to send the products back. This will be at no cost to you.

7.6 If You need to return the tado° Hardware due to a fault after it has been installed this shall be done through tado°s aftersales support process. This will be at no cost to You if the tado° Hardware is faulty and You are within the 24 month warranty period.

7.7 If Your tado° Hardware is delivered damaged or is otherwise faulty You will need to contact Us on 0800 054 6250 (as above) and We will arrange the return at no cost to You and for a replacement to be sent.

8. Other provisions

8.1 Nothing in this contract affects your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights in law.

8.2 For Data Protection information and how we use Your personal data please see Clause 8 of Your Installation terms and conditions. 

8.3 This contract is governed by the laws of England and Wales and shall be subject to the exclusive jurisdiction of the English courts.

Schedule 5: Additional products

1. Terms and Conditions for your Boiler Service Plan

These terms and conditions relate to the provision of the Boiler Service Plan at Your (“You” the customers) home and is in consideration of You performing Your obligations under these terms and conditions. These terms and conditions are supplemental to Your Installation terms and conditions. In the event of a conflict between these terms, Your Installation terms and conditions shall take priority.

The completion of the Annual Boiler Service will be carried out to statutory requirements and in accordance with the manufacturer’s recommendations. The service technician will also offer You advice on how to use Your heating equipment. Subsequent annual services will be carried out on or around the anniversary of the preceding annual service, subject to the availability of service technicians and Your appointment preferences.

1.1 ‘We’, ‘Us’ or ‘Our’ means E.ON Energy Installation Services Limited (or our sub-contractor);

1.2 ‘Annual Boiler Service’ means the visit to your home where the service engineer will test and service your boiler;

1.3 Our engineers will only perform work on Worcester or Buderus, brands supported by Bosch Thermotechnology, branded products or components and will not perform any work on any aspect of heating systems outside of these products.

1.4 Whilst We will endeavour to provide a Bosch Thermotechnology Limited (“BTL”) engineer, We reserve the right to use a suitably qualified third party to fulfil the appointment.

1.5 You are responsible for ensuring that Our engineer can gain clear and safe access to work on the product or component, as described in the product’s installation instructions, including making adequate provision for visual inspection of flues in voids and for ensuring that any product located within a loft cavity complies with the current health and safety at work regulations, (products in loft cavities must have permanent fixed lighting, a permanently fixed retractable roof ladder and a fixed floor area sufficient to allow access for normal use and servicing directly under and around the product and between the product and the access hatch).

2. Your Responsibilities 

Before the Annual Service 

2.1 Before We complete the Annual Boiler Service You must ensure that You shall allow Us access to Your property to provide the goods and services as per section 3 of Your Installation Terms and Conditions. You are responsible for providing adequate parking for the engineer. If You are unable to provide the engineer with access to the property on the agreed date, You must contact us as soon as possible and at least before 12 noon on the day preceding the agreed appointment in order to arrange an alternative date.

2.2 If You are a tenant, You may need Your landlord’s permission to carry out the work required to service the boiler. It is Your responsibility to obtain this permission prior to the installation and We accept no responsibility for this permission not being in place. 

3. Our Responsibilities 

Annual Boiler Service

3.1 Each year of Your inclusive Boiler Service plan the manufacturer will contact You when the service is due to arrange for an engineer to visit Your home and perform an Annual Boiler Service on Your boiler; to ensure that it is working efficiently. In the event You do not hear anything within this time period, You can also arrange it by calling 0330 123 9559.

3.2 Annual Boiler Services will usually be scheduled in between April and September annually. If, for any reason, We have been unable to complete Your Annual Boiler Service visit between April and September, We may arrange it outside of this time to ensure Your manufacturers guarantee remains in place.

3.3 We will complete Your Annual Boiler Service visit during our normal working hours (7am to 6pm Monday to Saturday) unless specifically stated otherwise by ourselves. For the Annual Boiler Service to take place (alongside the complying with Clause 3 of Your Installation terms and conditions) You’ll need to ensure that You, or someone over the age of 18, is at Your home for the duration of the appointment as We’ll need access to Your home at all times whilst your Annual Boiler Service is being completed.

3.4 If You cancel the appointment with less than one working days’ notice, We are unable to gain access to Your home or We’re unable to complete the Annual Boiler Service because You’ve not complied with Your responsibilities set out in Clause 2 of these terms or Clause 3 of Your Installation terms and conditions, We may charge You a rebooking fee for the Annual Boiler Service and We may cancel Your Annual Boiler Service contract. Please note, If We cancel Your contract pursuant to this Clause and You have not had an Annual Boiler Service completed by another provider, it may affect Your manufacturers guarantee of Your boiler. Whilst We will endeavour to fulfil all appointments there may be occasions, due to circumstances outside of Our control, when We are unable to do so. In these circumstances We will contact the You as soon as is reasonably possible in order to arrange an alternative date.

3.5 We’re not responsible for any delay caused to Your Annual Boiler Service due to You cancelling an appointment, Us being unable to gain access to Your home, or as a result of adverse weather conditions or any other circumstances beyond Our reasonable control. 

3.6 The servicing of Your boiler may cause some damage to the decoration and finish of Your home. We will take reasonable care to carry out the servicing or repairs without causing damage and We will make good damage that is caused by Our negligence, however, any other repairs or redecoration are Your responsibility. 

3.7 If a fault is discovered with Your boiler during the Annual Boiler Service Our engineers will endeavour to fix it during the initial visit if under the manufacturers guarantee. If a part is required, they will arrange a visit at a suitable time to fix the fault under the guarantee. If the fault is not under guarantee, they will advise You of the issue and it will be Your responsibility to arrange a fix. We reserve the right to determine that the product is beyond economical repair. If this is the case then Our engineer will advise You accordingly, and We will not carry out any repair work. 

3.8 All engineers reserve the right not to complete an Annual Boiler Service if they feel that their or Your personal safety is at risk. Our engineers are entitled to work in a smoke free environment and as such You are required to ensure that the engineer is not exposed to active smoking whilst they are at Your property. It is Your responsibility to ensure that any pets are away from the area where the engineer needs to work. If the Annual Boiler Service would breach any regulations relating to electrical standards or gas safety, the Annual Boiler Service will not take place and any payment made for Your Annual Boiler Service will be refunded subject to the conditions in clause 5 of these terms and conditions.

4. Our Liability 

4.1 Nothing in this contract shall limit or exclude Our liability for death or personal injury caused by Our (or Our sub-contractors) negligence, fraud or fraudulent misrepresentation or any other provision which is not permitted to be limited or excluded by law.

4.2 Our maximum liability in contract, tort or otherwise (including any liability for any negligent act or omission) howsoever arising out of or in connection with this contract and Your Installation terms and conditions (Clause 7) is limited to a total of £25,000.00 (twenty five thousand pounds).

4.3 We shall not be responsible if We can’t fulfil the contract for reasons which are beyond Our reasonable control, such as acts of God, fire, severe weather conditions or industrial disputes/strikes. 

5. Ending this Contract

Cooling Off and Cancellation

5.1 A Boiler Service Plan can only be included at the time of purchasing a boiler. The cooling off period for the Boiler Service Plan is 14 days from the date You sign the contract  and in this time You may cancel this contract if You change Your mind. If You want to cancel the contract please follow the process detailed in Clause 6 of Your Installation terms and conditions. 

5.2 In the event You cancel Your Installation terms and conditions, this contract for Your Annual Boiler Service will automatically terminate and any payment made for Your Annual Boiler Service will be refunded in accordance with the provisions of 5.3. If We have not begun the boiler installation before You tell us You want to cancel the contract, We will cancel Your contract from the date We receive Your notice of cancellation and We will reimburse to You all payments received from You.

5.3 We will make any refund due using the same means of payment as You used for the initial transaction, unless You have expressly agreed otherwise; in any event, You will not incur any fees as a result of the refund.  

5.4 We will make the refund without undue delay, and not later than 14 days after the day on which We are informed about Your decision to cancel this contract. 

5.5 We will only agree to cancel this supplementary contract after the cooling off period if We (or Our third-party contractors) have failed to deliver on Our obligations. If You have added a Boiler Service Plan to any finance offered for Your boiler installation and We agree to cancel this Boiler Service Plan on Your request; We will not amend Your boiler quote and Your finance payments will remain the same for the duration of the payment plan. We will instead refund the cash equivalent for any outstanding boiler services to a bank account as advised by You.

5.6 If You move home in the duration of Your Boiler Service Plan, you must contact your boiler manufacturer. The Boiler Service Plan will transfer to the new occupier. Any outstanding payments will continue to be Your responsibility up until the expiry of the Boiler Service Plan.

6. Coming to the end of your servicing agreement

6.1 Once Your Service Plan has ended, it is Your responsibility to arrange for future services of Your boiler to maintain Your manufacturers guarantee.

7. Complaints and other terms

7.1 We may need to make a change to the terms of this contract. We’ll let You know if We make a change and put the changes on our website at eoninstall.com. 

7.2 If We fail to deliver the standard of service You expect, We want to know about it so that We can try to put it right. If You wish to make a compliant, You can contact Your Boiler Service Plan provider or E.ON Installation Complaints on installationservicescomplaints@eon.com 

7.3 If You have any queries about booking Your servicing appointment or You need to rearrange Your appointment You should contact Your service plan provider.

8. Other provisions

8.1 Nothing in this contract affects Your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights in law.

8.2 For Data Protection information and how we use Your personal data please see Clause 8 of Your Installation terms and conditions. 

8.3 This contract is governed by the laws of England and Wales and shall be subject to the exclusive jurisdiction of the English courts.

9. Inclusions and exclusions

9.1 Included in the service plan is:

a. visual inspection of the following:

  • boiler
  • boiler location
  • system layout
  • condense run
  • PRV termination
  • controls.

b. check to see if any quality updates are required on the product;

c. visual inspection of internal flue run. (Flues in voids);

d. visual inspection of external flue and terminal;

e. check complete operation of boiler;

f. check Polarity and Voltage readings- Fuse Rating;

g. test and record fan pressure across the heat cell. Clean if required and replace disturbed seals;

h. clean condensate trap if required and change seals;

i. check and record the inlet standing and working gas pressures with boiler on maximum output;

j. carry out flue gas analysis (record results in minimum and maximum modes);

k. test flame failure device (isolate gas whilst operating);

l. test any gas connections that have been disturbed;

m. refit case and check air intake quality;

n. warning notices to be completed (if applicable);

o. mobile data (job Report) and Bench Mark Book to be completed and uploaded;

p. ensure that work area is tidy and that any components are removed from site;

q. advise the customer that the service has been completed in accordance with manufacturer’s instructions;

r. advise the customer of any observations that are made as part of the visit;

s. any repairs or maintenance required that would be covered under the manufacturers guarantee (including parts and labour);

9.2 Not included under the Boiler Service Plan is:

a. the service does not include the rest of the heating system e.g. controls, radiators, hot water tanks, pipework etc;

b. any work arising from hard water scale deposits (i.e. calcium). Sludge or blockages (including carrying out a powerflush) or clearing, replacing or repairing magnetic filtration devices;

c. repairs arising from damage to the system (defined as radiators, radiator valves, expansion tank, hot water cylinder or above the ground pipe work directly associated with provision of central heating);

d. turning on or lighting up the equipment and adjusting switches and controls except following an approved repair under this plan;

e. any part not defined in these terms and conditions, for example energy management systems, convector heaters, kick space heaters, shower pumps, or immersion heaters or solar panels together with their associated pipework and controls;

f. any water pressure adjustments on sealed systems, except those connected with a repair approved under this plan;

g. fuel lines to the boiler and the flue systems from the boiler; plugs or cables;

h. repairs arising from sludge or blockages;

i. unvented pressurised cylinders;

j. boilers which exceed 200,000 BTU/HR 58.6KW input;

k. repairs arising from convector heaters or from towel heaters/rails;

l. the cost of replacing equipment;

m. any upgrading/improvement work required as a result of legislation (health and safety or otherwise) or to meet current standards;

n. replacement of consumer durables (e.g. batteries, filters, fuses, oil nozzles and ignitors), other than internal fuel lines when replaced as part of an Annual Boiler Service;

o. boilers installed on boats, including house boats;

p. the issuance of Gas Safety Certificates (CP12s);

q. bleeding of oil supply pipelines;

r. self-maintenance tasks such as, re-pressurising and resetting of the boiler, bleeding excess system pressure and thawing frozen condensate pipes/water.

""

Air conditioning Terms and Conditions

Key terms

1. Agreement

The ‘Agreement’ means collectively the Terms and Conditions, your Schedule of Works and your Quotation. The Agreement is a legally binding contract between You and E.ON Energy Installation Services Limited. 

2. Services

We will (a) use all reasonable care and skill when providing the services detailed within our Quotation and Schedule of Works and (b) ensure that any goods provided in line with the Quotation and the Schedule of Works are suitable for the specified purpose.

3. Price

You will pay the price for the Installation Works as set out in your Quotation and at the times set out in your Quotation, or as agreed between us and confirmed in writing.

4. Your right to cancel

You do have a 14 day cooling off period from the date you sign your contract so if you wish to cancel this Agreement, please get in touch by either: completing the cancellation form (provided in Schedule 2) or notifying us in writing of your cancellation and sending this to either (a) E.ON Energy Installation Services And, Greenwood House, Westwood Business Park, Coventry. CV4 8TT; (b) EONInstallationservices@eonenergy.com or (c) phoning us on 0800 0546 250 between 8am-6pm Monday to Friday and Saturday between 8am-4pm.

5. Processing your data

If you provide any personal data to us under this contract E.ON Energy Installation Services Limited will be the ‘data controller’. Our Data Protection Officer can be contacted at Newstead Court, Little Oak Drive, Annesley, Nottinghamshire, NG15 0DR 

We will process your personal data in accordance with our privacy notice, as amended from time to time, which can be found at www.eonenergy.com/privacy or by contacting us to request a paper copy. Our privacy notice sets out:

  • where we might get data about you from;
  • why we need it;
  • what we might do with the data (including who we might share it with);
  • the circumstances in which your data might be transferred abroad and;
  • how long we keep it for.

6. Standard of service

If we don’t deliver the standards of service you reasonably expect, we want to know about it so we can try and put it right. Email us at installationservicescomplaints@eonenergy.com to discuss your query/complaint. We’ll independently assess your complaint and do what we can to resolve things to your satisfaction. If we can’t resolve your complaint there and then we’ll carry out a full review and respond to you within seven working days. We aim to have your complaint closed within 14 days, dependant on materials and supplies.

7. Key inclusions:

  • Assess the suitability of the wall for the indoor unit in line with the manufacturer’s instructions.
  • Assess the suitability of the location for the outdoor unit in line with manufacturer’s instructions.
  • Fit the new air conditioning unit as per the manufacturer’s instructions. This includes the installation of any support brackets.
  • Carry out all commissioning checks as per the specification and any manufacturer’s instructions.
  • Provide a 12-month workmanship guarantee and 5 years product parts and labour manufacturer’s guarantee.

8. Key exclusions

  • Carry out any works that are related to asbestos (asbestos surveying, sampling, testing and removal) whether identified at point of survey or during the installation.
  • Carry out any structural, building or groundwork due to the installation. Unless specified on the quotation.
  • Upgrade the property’s electrical supply to meet current regulations if it is sub-standard or inadequate. 

Schedule 1: Your air conditioning installation inclusions and exclusions

E.ON will carry out the works described in your quotation. All works will be carried out in accordance with the manufacturer’s guidelines. 

Details of what is included in your installation

We will:

  • Assess the suitability of the wall for the indoor unit, in line with the manufacturer’s instructions.
  • Assess the suitability of the location for the outdoor unit, in line with manufacturer’s instructions.
  • Fit the new air conditioning unit as per the manufacturer’s instructions. This includes the installation of any support brackets.
  • Use the existing fused spur outlet and provide a new 3-amp fuse and wiring from the spur to the air conditioner if required. An adequate electrical supply to property is assumed.
  • Use trunking to encase the cable from the spur to the bottom of the air conditioner casing and connect the electrical supply to the air conditioner as per the manufacturer’s instructions.
  • Terminate condensate pipework as per the manufacturer’s instructions.
  • Test the adequacy of the equipotential earth bonding (of the circuit where the equipment is to be installed only).
  • Securely clip all new pipework.
  • Carry out all commissioning checks as per the specification and any manufacturer’s instructions.
  • Provide a completed handover pack. This will include the manufacturer’s instructions, electrical minor works certificate, and guarantee. These will be provided at different intervals.
  • Provide a 12-month workmanship guarantee and a 5-year product, parts and labour manufacturer’s guarantee.

Details of what not included in your installation (unless specified on your quotation)

We will not:

  • Move or remove any of your personal belongings. This includes furniture and soft furnishings.
  • Carry out any works that are related to asbestos (asbestos surveying, sampling, testing and removal) whether identified at point of survey or during the installation.
  • Move or remove any white goods within the property. This includes, but is not limited to, fridges, washing machines, cookers, hobs and dishwashers.
  • Make good existing decorations and wall finishes.
  • Be responsible for any loss, damage or liability caused by anyone other than the installation team.
  • Carry out any remedial work to the building structure.
  • Carry out any structural, building or groundwork due to the installation. Additional costs will apply.
  • Upgrade the property’s electrical supply to meet current regulations if it is sub-standard or inadequate.
  • Upgrade the electrical earthing arrangements to or within your property, where upon testing, it is identified that sufficient disconnection times can be achieved.
  • Provide refrigerant pipework that runs over 5m unless specified on your quote (including the F-Gas).

1. How this Agreement works – our contract with “You” (the customer).

1.1 “We” means We/Us/Our as E.ON Energy Installation Services Limited a company registered in England and Wales. Our company registration number is 09965944 and our registered office is at Westwood Way, Westwood Business Park, Coventry, CV4 8LG. Our correspondence address being at Greenwood House, Westwood Business Park, Coventry, CV4 8TT.

1.2 E.ON Energy Installation Services Limited is authorised and regulated by the Financial Conduct Authority in relation to credit broking services under number 750410 on the Financial Services Register.

“Agreement” means collectively these terms and conditions, Schedule of Works attached hereto and your Quotation.

1.3  This Agreement constitutes the terms under which We supply products to You, whether these are goods or services. Please read these terms carefully before you submit your order to us. These terms tell You how We will provide products or services to You, what to do if there is a problem and other important information. If You have any queries about this Agreement please contact us on 0800 0546 250 or email Us at EONInstallationservices@eonenergy.com.

1.4  Our acceptance of Your order will take place when We receive a signed copy of these terms and conditions. We will call or write to confirm receipt at which point a contract will be made between You and Us. 

1.5 If We are unable to accept Your order, We will inform You of this in writing. This might be because the product is out of stock, because of unexpected limits on our resources which We could not reasonably plan for, because We have identified an error in the price or description of the product or because We are unable to meet a delivery deadline.

1.6 The Quotation reference number detailed in Our formal Quotation We have provided You with will become Your order number when We have received Your signed terms and conditions. It will help us if you can tell us the order number whenever you contact us about your order.

1.7 If We provide You with a new Quotation then Your previous Quotation is automatically cancelled. You will need to accept the new Quotation as explained in clause 1.6 above.

2 The Services – what We will and won’t do.

2.1 We shall:

a. provide the goods and services to You in accordance within Our formal Quotation and Schedule 1 which sets out the works We will be undertaking (“Schedule of Works”);

b. use all reasonable care and skill in the provision of the services detailed within Our formal Quotation and Schedule of Works;

c. ensure that any goods provided in line with the formal Quotation and Schedule of Works shall be suitable for the specified purpose. 

2.2 To ensure We are complying with any applicable law or safety requirement or where the nature of quality of the goods or services are not significantly affected We may make changes the goods or services, where we are required to make changes pursuant to this clause We will notify You of the changes made as soon as possible. We may also make changes to the goods or services due to changes in law or regulation, where such changes affect You We will notify You prior to these changes taking effect.

2.3 We shall after completing the Schedule of Works, tidy up after Ourselves and repair any damage which results directly from the services We have provided.

2.4 We warrant that as from the date of delivery for a period of 12 months, or 24 months where installations are Microgeneration Certification Scheme (MCS) accredited, the installation of goods and services are free from any defects in workmanship, construction or materials. Any goods supplied as part of Our installation may also come with their own manufacturer’s warranty. We will advise You of this warranty at time of installation.    

3. What We need You to do

3.1 You shall:

a. allow Us (and any sub-contractors) access to Your property to provide the goods and services;

b. ensure that the space where the services are to be undertaken is cleared, tidy, easily and safely accessible;

c. provide Us with access to electricity and water to be able to complete the Schedule of Works;

d. tell Us straight away if anything has changed in Your property between the date of the initial assessment and when Schedule of Works is due to start;

e. comply with any obligations required of You in relation to the services (i.e. obtaining consents) as set out in the Schedule of Works.

If You do not allow Us or Our subcontractors access to Your property to perform the services as arranged, We may charge You additional costs incurred as a result. If despite Our reasonable efforts, We are unable to contact You or re-arrange access to Your property We may end this Agreement and clause 6.1a will apply.

3.2 You must at all times behave appropriately when Our staff visit Your home. You must not physically or verbally abuse Our staff in any circumstances. Should this happen We may end Your Agreement without refund of any payments.

3.3 Where the Schedule of Works includes boiler installation You shall ensure it is regularly serviced and maintained by an accredited engineer at least once a year. Where the Schedule of Works for any other products includes maintenance requirements you shall carry out such obligations as set out in Schedule 1.

3.4 We will not be responsible for any costs associated with You failing to complete any of Your responsibilities under this Agreement. 

4. Price

4.1 You shall pay the price for the services as set out in Your Quotation and at the times set out in Your Quotation.

4.2 Where applicable and if your installation is subject to ECO (Energy Company Obligation) funding, You will be subject to qualifying eligibility criteria. We will carry out checks to validate if you meet this criteria. Your installation will not proceed if We are unable to validate your eligibility following these checks.

5. Payment

5.1 Due to Our different options for payment We will confirm the agreed payment method and terms with You in writing.

5.2 Where required under the payment terms agreed with You and as confirmed in writing in accordance with clause 5.1 above, We will need You to make an up-front payment as set out in your Quotation before We can commence the Services. Where We have agreed to take an upfront payment from You and collect the remainder of payment upon completion of the Services We will need to carry out a credit check. This credit check will create a record against Your credit file. If You fail this credit check We would need You to make full payment of the price to Us before We can commence the Services.

5.3 On completion of the Services as set out in the Schedule of Works We will require full payment of any outstanding balance as set out in Our Quotation. Payment terms are 7 days from completion of the Schedule of Works. 

5.4 If You have applied for finance for the full cost of the goods and installation through Our finance partner We will not request any upfront payment from You before the installation commences. Where you have applied for finance (either partially or in full) to cover the cost of the goods and installation, You must return a signed satisfaction note to Us upon completion of the installation and in any event no later than 14 days after the date of Your installation. If You do not return this satisfaction note, Your finance application may no longer be valid or may be cancelled and payment in full within 7 days may be requested from You. Once You have returned the signed satisfaction note, We will inform the finance partner and they will pay Us directly. You will need to consult Your credit agreement provider to confirm the nature of the repayment. If You agree to pay an amount upfront and apply for finance for the remainder, the upfront amount will need to be paid to Us the day your finance is approved. If for any reason Your finance application is cancelled, for example, by Yourself in the cancellation period under the credit agreement or by the lender, then You will be liable to pay for any Services that have been completed. See section 6 for more details about Your cancellation rights under this Agreement.

5.5 Goods and/or products will be Your responsibility from the time We deliver them. You do not own the goods until We have received full payment for the services undertaken.

5.6 If the rate of VAT changes between Your order date and the date We supply the goods and/or product, We will adjust the rate of VAT that You pay.

6. Ending this Agreement

6.1 We shall be entitled to end or suspend this Agreement by giving You written notice where You don’t:

a. allow Us access to be able to undertake the Schedule of Works;

b. provide clear and safe access in line with Clause 3.1(b);

c. complete Your obligations under this Agreement having been asked by Us and given 21 days’ notice to do so;

d. complete Your obligations under clause 5 of this Agreement.

In the event this Agreement is terminated You shall allow us access to collect any goods and/or product for which payment has not been made. Should access not be provided We shall be entitled to charge You for these goods and/or products.

6.2 Should your installation be subject to ECO funding We shall be entitled to end this Agreement by giving You written notice where You don’t meet the ECO funding eligibility criteria. 

6.3 If You have a bankruptcy petition filed against You or We reasonably believe that You will not be able to pay for the services associated with the Schedule of Works, We may choose to end or suspend this Agreement until payment in full for the ongoing and completed works has been made. 

6.4 You shall have the right to end this Agreement if We fail to materially meet Our obligations under this Agreement.

6.5 You may cancel Your order for services without reason within 14 days following conclusion of this Agreement. If however you request for the services to start prior to the expiration of Your 14 day cooling off period (in accordance with clause 6.8) you shall:

a. if full performance of the services has been completed during Your cooling off period, lose Your right to cancel and bear all costs for services carried out; or

b. if partial performance of the services has been completed during Your cooling off period, pay Us an amount which is in proportion to the services already performed until You have communicated to Us Your cancellation from this Agreement in comparison to the full costs of the services as set out in Your Quotation.

6.6 In the event that You cancel the services during Your cooling off period (and have not requested for the services to commence during this period)  We will reimburse any payments already made to Us . Refunds will be made within 14 days of You notifying Us of Your right to cancel and will be made by the same means that payment was received from You unless You agree otherwise.

6.7 To exercise Your right to cancel You must inform Us in a clear statement of your decision to cancel the services (“Notice to Cancel”) either by:

a. completing the cancellation form attached to these terms at Schedule 2 or notifying Us clearly in writing of Your option to cancel and sending this to either:

E.ON Energy Installation Services, Floor 3, Greenwood House, Westwood Business Park, Coventry CV4 8TT.

Or EONInstallationservices@eonenergy.com

Or phoning Us on 0800 0546 250.

6.8 Upon receiving a Notice to Cancel from You We will arrange collection of any goods that have been delivered to You in preparation of the services.

6.9 You may request for the services to commence during your 14 day cooling off period under this Agreement by completing and submitting the waiver form contained at Schedule 3.

6.10 If You are a finance customer and have exercised your right to cancel your credit agreement within the 14 day cancellation period afforded under that credit agreement, You will remain liable to Us for the cost of any of the services performed by Us.

7. Limitation of liability 

7.1 Nothing in this Agreement shall limit or exclude Our liability for:

a. death or personal injury caused by Our (or our sub-contractors) negligence;

b. fraud or fraudulent misrepresentation;

c. any other provision which is not permitted to be limited or excluded by law.  

7.2 Our total liability to You in relation to the Schedule of Works shall not exceed £25,000.00 (twenty-five thousand pounds. We shall not be liable for whether in contract, tort breach of statutory duty or otherwise any loss of profit or indirect or consequential loss arising under of in connection with this Agreement. 

7.3 So far as the law allows the only warranties and/or terms which apply to the goods and services under the Schedule of Works are those set out within this Agreement. 

8. Personal data

8.1 Processing your data

If you provide any personal data to us under this contract E.ON Energy Installation Services Limited will be the ‘data controller’. Our Data Protection  Officer can be contacted at Newstead Court, Little Oak Drive, Annesley, Nottinghamshire, NG15 0DR. 

We will process your personal data in accordance with our privacy notice, as amended from time to time, which can be found at www.eonenergy.com/privacy or by contacting us to request a paper copy. Our privacy notice sets out:

a. where we might get data about you from;

b. why we need it;

c. what we might do with the data (including who   we might share it with);

d. the circumstances in which your data might be transferred abroad; and

e. how long we keep it for.

9. Complaints

9.1 If We fail to deliver the standards of service You reasonably expect, We want to know about it so that We can put it right. Email Us at installationservicescomplaints@eonenergy.com or call us or write to us using the contact information above to discuss your query/compliant. We will independently assess Your complaint and do all We can to resolve things to Your satisfaction. If We can’t resolve Your complaint there and then We will carry out a full review and aim to respond to You within 8 weeks. Please see our website for more details on how we aim to deal with complaints.

9.2 If Your complaint about our services could cause potential harm to You, Your possessions or members of the public We will escalate the complaint and will visit site to resolve the issue within 24 hours. 

9.3 If your complaint relates to our credit broking services (where we have introduced you to a credit lender), You may be able to refer Your complaint to the Financial Ombudsman Service.

The contact details for the Financial Ombudsman Service are: 

Telephone: 0300 123 9 123, or from outside the UK +44 20 7964 1000
Email:complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Financial Ombudsman Service
Exchange Tower London
E14 9SR.

If Your complaint relates to energy installation products for which You have received (full or partial) funding for You may have the right to refer your complaint to the Utilities Alternative Dispute Resolution (ADR) Ombudsman Services. 

The contact details for the Utilities ADR Ombudsman Service are: 

Website: www.utilitiesadr.co.uk 
Consumer Dispute Resolution Limited
Stratford Office Village 
Unit 12 Walker Avenue
Wolverton 
Milton Keynes
WA4 9DF.

We’ll confirm in writing whether You’re eligible to escalate your complaint to an Ombudsman Service.

10. Additional Products

Where You have selected additional products to the services covered by Your Schedule of Works the terms and conditions as at Schedule [4] shall also apply. 

11. General provisions

a. Intellectual Property Rights – aside from intellectual property rights (trademarks, design rights, copyright, know how, business names etc) already owned by third parties all intellectual property rights associated with the Schedule of Works shall be owned by Us.

b. Survival – Clauses 4, 5, 7, 8 and 9 shall all survive termination of this Agreement.

c. Entire agreement – This Agreement including the Schedules is the entire Agreement between the Parties.  

d. Force majeure – Neither You or Us shall be responsible to the other for any failure to perform, delay in performing or imperfect performance of any of its obligations under this Agreement to the extent that this failure, delay or imperfect performance is due to a force majeure event (event or circumstance outside Our or Your reasonable control which cannot be prevented or avoided such as severe weather conditions).

e. Severance – If any part of this Agreement is found by any court to be invalid, illegal or unenforceable, that part/s shall not to form part of this Agreement. The rest of the Agreement shall not be affected.

f. Assignment – You shall not assign this Agreement without Our prior written consent. We shall be entitled to assign any of Our rights and benefits under this Agreement to any company within the E.ON SE group of companies.

g. Counterparts – this Agreement may be signed in any number of counterparts but each shall be an original of this Agreement and shall together be the same Agreement.

h. Third party rights – The Contracts (Rights of Third Parties) Act 1999 shall not apply and no person other than You or Us shall have any rights under it.

i. Law - This Agreement shall be subject to the laws of England and You and Us submit to the exclusive jurisdiction of the English Courts.

""

Boiler and air conditioning Terms and Conditions

Key terms

1. Agreement

The ‘Agreement’ means collectively the Terms and Conditions, your Schedule of Works and your Quotation. The Agreement is a legally binding contract between You and E.ON Energy Installation Services Limited. 

2. Services

We will (a) use all reasonable care and skill when providing the services detailed within our Quotation and Schedule of Works and (b) ensure that any goods provided in line with the Quotation and the Schedule of Works are suitable for the specified purpose.

3. Price

You will pay the price for the Installation Works as set out in your Quotation and at the times set out in your Quotation, or as agreed between us and confirmed in writing.

4. Your right to cancel

You do have a 14 day cooling off period so if you wish to cancel this Agreement, please get in touch by either: completing the cancellation form (provided in Schedule 2) or notifying us in writing of your cancellation and sending this to either (a) E.ON Energy Installation Services Limited, Greenwood House, Westwood Business Park, Coventry. CV4 8TT; (b) EONInstallationservices@eonenergy.com or (c) phoning us on 0800 0546 250 between 8am-6pm Monday to Friday and Saturday between 8am-4pm. 

5. Processing your data

If you provide any personal data to us under this contract E.ON Energy Installation Services Limited will be the ‘data controller’. Our Data Protection Officer can be contacted at Newstead Court, Little Oak Drive, Annesley, Nottinghamshire, NG15 0DR. 

We will process your personal data in accordance with our privacy notice, as amended from time to time, which can be found at www.eonenergy.com/privacy or by contacting us to request a paper copy. Our privacy notice sets out:

  • where we might get data about you from;
  • why we need it;
  • what we might do with the data (including who we might share it with);
  • the circumstances in which your data might be transferred abroad and
  • how long we keep it for.

6. Standard of service

If we don’t deliver the standards of service you reasonably expect, we want to know about it, so we can try and put it right. Email us at installationservicescomplaints@eonenergy.com to discuss your query/complaint. We’ll independently assess your complaint and do what we can to resolve things to your satisfaction. If we can’t resolve your complaint there and then we’ll carry out a full review and respond to you within seven working days. We aim to have your complaint closed within 14 days, dependant on materials and supplies.

7. Key boiler inclusions:

  • Decommission the existing boiler in respect of replacing with a new compliant condensing, high efficiency Energy Related Product that is wall hung with a fanned flue. 
  • Test gas supplies as required.
  • Isolate water, electrical and gas supplies as necessary to ensure safe and careful drain down and removal of the existing boiler and flue.
  • Fit the new boiler and flue as per manufacturer’s instructions; include for installation of any support brackets.
  • 12-month workmanship guarantee.

8. Key boiler exclusions:

  • In the case of online sales only of Regular and System boilers the installation will not include pumps, Y plan valves or S plan valves, unless your order has been amended to add these items. 
  • In the case of online sales only of Regular boilers the installation will not include the conversion of unpumped central heating systems to pumped central heating systems unless your order has been amended to add this work.  
  • Online prices will only be honoured if the purchase doesn’t require E.ON to carry out an in-home survey.
  • Removal of asbestos and dangerous waste.
  • Replacement of domestic hot water cylinders, included unvented (where applicable). Removal of feed and expansion tank from loft space if the hatch does not permit. In this case the tank will be drained down and made safe.
  • Work to existing radiators, valves and all associated pipework.
  • Making good to existing decorations and wall finishes.
  • Any loss, damage or liability caused by anyone other than the installation team.
  • Any remedial work to building structure such as brick flues, chimneys and fireplace openings.
  • Power flushing the existing heating system.
  • Structural, building or groundwork due to the installation. Additional costs would apply.

9. Key air conditioning inclusions:

  • Assess the suitability of the wall for the indoor unit in line with the manufacturer’s instructions.
  • Assess the suitability of the location for the outdoor unit in line with manufacturer’s instructions.
  • Fit the new air conditioning unit as per the manufacturer’s instructions. This includes the installation of any support brackets.
  • Carry out all commissioning checks as per the specification and any manufacturer’s instructions.
  • Provide a 12-month workmanship guarantee and 5 years product parts and labour manufacturer’s guarantee.

10. Key air conditioning exclusions:

  • Carry out any works that are related to asbestos (asbestos surveying, sampling, testing and removal) whether identified at point of survey or during the installation.
  • Carry out any structural, building or groundwork due to the installation. Unless specified on the quotation.
  • Upgrade the property’s electrical supply to meet current regulations if it is sub-standard or inadequate.

E.ON will carry out the works described in your quotation. All works will be carried out in accordance with the manufacturer’s guidelines. 

Details of what is included in your installation

We will:

  • Decommission the existing boiler, replacing it with a new compliant condensing, high efficiency energy related product that is wall hung with a fanned flue.
  • Test the gas supply as required.
  • Isolate the water, electricity and gas supplies as necessary to ensure safe and careful drain down and removal of the existing boiler and flue.
  • Alter the hot and cold-water service pipework for the introduction of the new boiler and up to 6m of pipe work.
  • Provide an appropriately sized gas supply of up to 6m. Gas pipework may need to be run externally if necessary.
  • Test the suitability of the wall for the boiler location.
  • Fit the new boiler and flue as per the manufacturer’s instructions. This includes the installation of any support brackets.
  • Use the existing fused spur outlet and provide a new 3-amp fuse and wiring from the spur to the boiler if required. An adequate electrical supply to property is assumed.
  • Use trunking to encase the cable from the spur to the bottom of the boiler casing and connect the electrical supply to the boiler as per the manufacturer’s instructions.
  • Terminate condensate pipework at the waste point as per the manufacturer’s instructions.
  • Install pressure relief valve pipework as per manufacturer’s instructions (if required).
  • Test equipotential earth bonding.
  • Securely clip all new pipework.
  • Carry out all commissioning checks as per the specification and any manufacturer’s instructions.
  • Provide a completed handover pack. This will include the manufacturer’s instructions, electrical minor works certificate, gas certificate, building notification and guarantee.
  • Provide a 12-month workmanship guarantee.
  • Fit a programmer and/or thermostat/programmable room stat in an appropriate location as detailed in the quote.
  • Fit a terminal guard to the boiler flue, as detailed in the manufacturer’s instructions.
  • In the case of a back boiler to combination boiler change we will isolate water, electrical and gas supplies as necessary to ensure the safe and careful drain down and removal of the existing gas back boiler unit. If removal of the back boiler is not possible it will be decommissioned and left in situ. A radiator will be fitted if the room containing the back boiler has no other heat source. We’ll make good to opening following the removal of back boiler unit.

Details of what is not included in your installation (unless specified on your quotation).

We will not:

  • Move or remove any of your personal belongings. This includes furniture and soft furnishings.
  • Carry out any works that are related to asbestos (asbestos surveying, sampling, testing and removal) whether identified at point of survey or during the installation.
  • Move or remove any white goods within the property. This includes, but is not limited to, fridges, washing machines, cookers, hobs and dishwashers.
  • Replace domestic hot water cylinders.
  • Remove a cold water or feed and expansion tank from the loft space if the hatch is not large enough. In this case the tanks will be drained down and made safe.
  • Carry out work to existing radiators, valves or associated pipework. This includes, but is not limited to, tap washers and toilet cisterns.
  • Make good existing decorations and wall finishes. This includes unpreventable damage to the chimney if removing a back boiler.
  • Re-instate solid fuel appliances following the installation of new boiler.
  • Be responsible for any loss, damage or liability caused by anyone other than the installation team.
  • Carry out any remedial work to the building structure such as brick flues, chimneys or fireplace openings.
  • Power flush the existing heating system unless this is specifically included in your quote.
  • Carry out any structural, building or groundwork due to the installation. Additional costs will apply.
  • Gain planning permission for flues on listed buildings or managed properties. This is the responsibility of the property owner.
  • Upgrade the property’s electrical supply to meet current regulations if it is sub-standard or inadequate.
  • Fit an earth rod, if applicable.
  • Replace lead piping, faulty cold water stop taps or faulty domestic fittings (i.e. taps) when pressurised.
  • Provide gas pipework runs over 6m or cold-water pipework runs over 6m unless specified on your quote.
  • Guarantee that an existing shower will be compatible with the new system.
  • Fit a condense pump or soak away, unless this is specified on your quotation.
  • Provide a plume management kit, unless this is specified on your quotation.
  • Upgrade the existing system to Y-plan (wired or radio frequency) or S-plan (wired or radio frequency), unless specified on your quotation.
  • For online sales only; fit new pumps, Y plan valves, and/or S plan valves unless these items have been added to your order.
  • For online sales only; convert an unpumped central heating system to a pumped central heating system unless this work has been added to your order.
  • Honour online pricing if E.ON have to carry out an in-home survey to define the exact requirements for your new boiler installation.

Schedule 1: Your air conditioning installation inclusions and exclusions

E.ON will carry out the works described in your quotation. All works will be carried out in accordance with the manufacturer’s guidelines. 

Details of what is included in your installation.

We will:

  • Assess the suitability of the wall for the indoor unit, in line with the manufacturer’s instructions.
  • Assess the suitability of the location for the outdoor unit, in line with manufacturer’s instructions.
  • Fit the new air conditioning unit as per the manufacturer’s instructions. This includes the installation of any support brackets.
  • Use the existing fused spur outlet and provide a new 3-amp fuse and wiring from the spur to the air conditioner if required. An adequate electrical supply to property is assumed.
  • Use trunking to encase the cable from the spur to the bottom of the air conditioner casing and connect the electrical supply to the air conditioner as per the manufacturer’s instructions.
  • Terminate condensate pipework as per the manufacturer’s instructions.
  • Test the adequacy of the equipotential earth bonding (of the circuit where the equipment is to be installed only).
  • Securely clip all new pipework.
  • Carry out all commissioning checks as per the specification and any manufacturer’s instructions.
  • Provide a completed handover pack. This will include the manufacturer’s instructions, electrical minor works certificate, and guarantee. These will be provided at different intervals.
  • Provide a 12-month workmanship guarantee and a 5-year product, parts and labour manufacturer’s guarantee.

Details of what not included in your installation (unless specified on your quotation).

We will not:

  • Move or remove any of your personal belongings. This includes furniture and soft furnishings.
  • Carry out any works that are related to asbestos (asbestos surveying, sampling, testing and removal) whether identified at point of survey or during the installation.
  • Move or remove any white goods within the property. This includes, but is not limited to, fridges, washing machines, cookers, hobs and dishwashers.
  • Make good existing decorations and wall finishes. 
  • Be responsible for any loss, damage or liability caused by anyone other than the installation team.
  • Carry out any remedial work to the building structure.
  • Carry out any structural, building or groundwork due to the installation. Additional costs will apply.
  • Upgrade the property’s electrical supply to meet current regulations if it is sub-standard or inadequate.
  • Upgrade the electrical earthing arrangements to or within your property, where upon testing, it is identified that sufficient disconnection times can be achieved.
  • Provide refrigerant pipework that runs over 5m unless specified on your quote (including the F-Gas).

Installation terms and conditions

How this Agreement works – our contract with “You” (the customer).

1.1 “We” means We/Us/Our as E.ON Energy Installation Services Limited a company registered in England and Wales. Our company registration number is 09965944 and our registered office is at Westwood Way, Westwood Business Park, Coventry, CV4 8LG. Our correspondence address being at Greenwood House, Westwood Business Park, Coventry, CV4 8TT.

1.2 E.ON Energy Installation Services Limited is authorised and regulated by the Financial Conduct Authority in relation to credit broking services under number 750410 on the Financial Services Register.

“Agreement” means collectively these terms and conditions, Schedule of Works attached hereto and your Quotation.

1.3 This Agreement constitutes the terms under which We supply products to You, whether these are goods or services. Please read these terms carefully before you submit your order to us. These terms tell You how We will provide products or services to You, what to do if there is a problem and other important information. If You have any queries about this Agreement please contact us on 0800 0546 250 or email Us at EONInstallationservices@eonenergy.com.

1.4 Our acceptance of Your order will take place when We receive a signed copy of these terms and conditions. We will call or write to confirm receipt at which point a contract will be made between You and Us. 

1.5 If We are unable to accept Your order, We will inform You of this in writing. This might be because the product is out of stock, because of unexpected limits on our resources which We could not reasonably plan for, because We have identified an error in the price or description of the product or because We are unable to meet a delivery deadline.

1.6 The Quotation reference number detailed in Our formal Quotation We have provided You with will become Your order number when We have received Your signed terms and conditions. It will help us if you can tell us the order number whenever you contact us about your order.

1.7 If we provide You with a new Quotation then Your previous Quotation is automatically cancelled. You will need to accept the new Quotation as explained in clause 1.6 above.

2. The Services – what We will and won’t do

2.1 We shall:

a. provide the goods and services to You in accordance within Our formal Quotation and Schedule 1 which sets out the works We will be undertaking (“Schedule of Works”);

b. use all reasonable care and skill in the provision of the services detailed within Our formal Quotation and Schedule of Works;

c. ensure that any goods provided in line with the formal Quotation and Schedule of Works shall be suitable for the specified purpose. 

2.2 To ensure We are complying with any applicable law or safety requirement or where the nature of quality of the goods or services are not significantly affected We may make changes the goods or services, where we are required to make changes pursuant to this clause We will notify You of the changes made as soon as possible. We may also make changes to the goods or services due to changes in law or regulation, where such changes affect You We will notify You prior to these changes taking effect.

2.3 We shall after completing the Schedule of Works, tidy up after Ourselves and repair any damage which results directly from the services We have provided.

2.4 We warrant that as from the date of delivery for a period of 12 months, or 24 months where installations are Microgeneration Certification Scheme ( MCS) accredited, the installation of goods and services are free from any defects in workmanship, construction or materials. Any goods supplied as part of Our installation may also come with their own manufacturer’s warranty. We will advise You of this warranty at time of installation.    

3. What We need You to do

3.1 You shall:

a. allow Us (and any sub-contractors) access to Your property to provide the goods and services;

b. ensure that the space where the services are to be undertaken is cleared, tidy, easily and safely accessible;

c. provide Us with access to electricity and water to be able to complete the Schedule of Works;

d. tell Us straight away if anything has changed in Your property between the date of the initial assessment and when Schedule of Works is due to start;

e. comply with any obligations required of You in relation to the services (i.e. obtaining consents) as set out in the Schedule of Works.

If You do not allow Us or Our subcontractors access to Your property to perform the services as arranged We may charge You additional costs incurred as a result. If despite Our reasonable efforts, We are unable to contact You or re-arrange access to Your property We may end this Agreement and clause 6.1a will apply.

3.2 You must at all times behave appropriately when Our staff visit Your home. You must not physically or verbally abuse Our staff in any circumstances. Should this happen We may end Your Agreement without refund of any payments.

3.3 Where the Schedule of Works includes boiler installation You shall ensure it is regularly serviced and maintained by an accredited engineer at least once a year. Where the Schedule of Works for any other products includes maintenance requirements you shall carry out such obligations as set out in Schedule 1.

3.4 We will not be responsible for any costs associated with You failing to complete any of Your responsibilities under this Agreement. 

4. Price

4.1 You shall pay the price for the services as set out in Your Quotation and at the times set out in Your Quotation.

4.2 Where applicable and if your installation is subject to ECO (Energy Company Obligation) funding, You will be subject to qualifying eligibility criteria. We will carry out checks to validate if you meet this criteria. Your installation will not proceed if We are unable to validate your eligibility following these checks.

5. Payment

5.1 Due to Our different options for payment We will confirm the agreed payment method and terms with You in writing.

5.2 Where required under the payment terms agreed with You and as confirmed in writing in accordance with clause 5.1 above, We will need You to make an up-front payment as set out in your Quotation before We can commence the Services. Where We have agreed to take an upfront payment from You and collect the remainder of payment upon completion of the Services We will need to carry out a credit check. This credit check will create a record against Your credit file. If You fail this credit check We would need You to make full payment of the price to Us before We can commence the Services.

5.3 On completion of the Services as set out in the Schedule of Works We will require full payment of any outstanding balance as set out in Our Quotation. Payment terms are 7 days from completion of the Schedule of Works. 

5.4 If You have applied for finance for the full cost of the goods and installation through Our finance partner We will not request any upfront payment from You before the installation commences. Where you have applied for finance (either partially or in full) to cover the cost of the goods and installation, You must return a signed satisfaction note to Us upon completion of the installation and in any event no later than 14 days after the date of Your installation. If You do not return this satisfaction note, Your finance application may no longer be valid or may be cancelled and payment in full within 7 days may be requested from You. Once You have returned the signed satisfaction note, We will inform the finance partner and they will pay Us directly. You will need to consult Your credit agreement provider to confirm the nature of the repayment. If You agree to pay an amount upfront and apply for finance for the remainder, the upfront amount will need to be paid to Us the day your finance is approved. If for any reason Your finance application is cancelled, for example, by Yourself in the cancellation period under the credit agreement or by the lender, then You will be liable to pay for any Services that have been completed. See section 6 for more details about Your cancellation rights under this Agreement.

5.5 Goods and/or products will be Your responsibility from the time We deliver them. You do not own the goods until We have received full payment for the services undertaken.

5.6 If the rate of VAT changes between Your order date and the date We supply the goods and/or product, We will adjust the rate of VAT that You pay.

6. Ending this Agreement

6.1 We shall be entitled to end or suspend this Agreement by giving You written notice where You don’t:

a. allow Us access to be able to undertake the Schedule of Works;

b. provide clear and safe access in line with Clause 3.1(b);

c. complete Your obligations under this Agreement having been asked by Us and given 21 days’ notice to do so;

d. complete Your obligations under clause 5 of this Agreement.

In the event this Agreement is terminated You shall allow us access to collect any goods and/or product for which payment has not been made. Should access not be provided We shall be entitled to charge You for these goods and/or products.

6.2 Should your installation be subject to ECO funding We shall be entitled to end this Agreement by giving You written notice where You don’t meet the ECO funding eligibility criteria. 

6.3 If You have a bankruptcy petition filed against You or We reasonably believe that You will not be able to pay for the services associated with the Schedule of Works, We may choose to end or suspend this Agreement until payment in full for the ongoing and completed works has been made. 

6.4 You shall have the right to end this Agreement if We fail to materially meet Our obligations under this Agreement.

6.5 You may cancel Your order for services without reason within 14 days following conclusion of this Agreement. If however you request for the services to start prior to the expiration of Your 14 day cooling off period (in accordance with clause 6.8) you shall:

a. if full performance of the services has been completed during Your cooling off period, lose Your right to cancel and bear all costs for services carried out; or

b. if partial performance of the services has been completed during Your cooling off period, pay Us an amount which is in proportion to the services already performed until You have communicated to Us Your cancellation from this Agreement in comparison to the full costs of the services as set out in Your Quotation.

6.6 In the event that You cancel the services during Your cooling off period (and have not requested for the services to commence during this period)  We will reimburse any payments already made to Us . Refunds will be made within 14 days of You notifying Us of Your right to cancel and will be made by the same means that payment was received from You unless You agree otherwise.

6.7 To exercise Your right to cancel You must inform Us in a clear statement of your decision to cancel the services (“Notice to Cancel”) either by:

a. completing the cancellation form attached to these terms at Schedule 2 or notifying Us clearly in writing of Your option to cancel and sending this to either:

E.ON Energy Installation Services, Floor 3, Greenwood House, Westwood Business Park, Coventry CV4 8TT.

Or EONInstallationservices@eonenergy.com

Or phoning Us on 0800 0546 250

6.8 Upon receiving a Notice to Cancel from You We will arrange collection of any goods that have been delivered to You in preparation of the services.

6.9 You may request for the services to commence during your 14 day cooling off period under this Agreement by completing and submitting the waiver form contained at Schedule 3.

6.10 If You are a finance customer and have exercised your right to cancel your credit agreement within the 14 day cancellation period afforded under that credit agreement, You will remain liable to Us for the cost of any of the services performed by Us.

7. Limitation of liability 

7.1 Nothing in this Agreement shall limit or exclude Our liability for:

a. death or personal injury caused by Our (or our sub-contractors) negligence;

b. fraud or fraudulent misrepresentation;

c. any other provision which is not permitted to be limited or excluded by law.  

7.2 Our total liability to You in relation to the Schedule of Works shall not exceed £25,000.00 (twenty five thousand pounds. We shall not be liable for whether in contract, tort breach of statutory duty or otherwise any loss of profit or indirect or consequential loss arising under of in connection with this Agreement. 

7.3 So far as the law allows the only warranties and/or terms which apply to the goods and services under the Schedule of Works are those set out within this Agreement. 

8. Personal data

8.1 Processing your data

If you provide any personal data to us under this contract E.ON Energy Installation Services Limited will be the ‘data controller’. Our Data Protection Officer can be contacted at Newstead Court, Little Oak Drive, Annesley, Nottinghamshire, NG15 0DR.

We will process your personal data in accordance with our privacy notice, as amended from time to time, which can be found at www.eonenergy.com/privacy or by contacting us to request a paper copy. Our privacy notice sets out:

a. where we might get data about you from;

b. why we need it;

c. what we might do with the data (including who we might share it with);

d. the circumstances in which your data might be transferred abroad; and

e. how long we keep it for.

9. Complaints

9.1 If We fail to deliver the standards of service You reasonably expect, We want to know about it so that We can put it right. Email Us at installationservicescomplaints@eonenergy.com or call us or write to us using the contact information above to discuss your query/compliant. We will independently assess Your complaint and do all We can to resolve things to Your satisfaction. If We can’t resolve Your complaint there and then We will carry out a full review and aim to respond to You within 8 weeks. Please see our website for more details on how we aim to deal with complaints.

9.2 If Your complaint about our services could cause potential harm to You, Your possessions or members of the public We will escalate the complaint and will visit site to resolve the issue within 24 hours. 

9.3 If your complaint relates to our credit broking services (where we have introduced you to a credit lender), You may be able to refer Your complaint to the Financial Ombudsman Service.

The contact details for the Financial Ombudsman Service are: 

Telephone: 0300 123 9 123, or from outside the UK +44 20 7964 1000
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Financial Ombudsman Service
Exchange Tower London
E14 9SR.

If Your complaint relates to energy installation products for which You have received (full or partial) funding for You may have the right to refer your complaint to the Utilities Alternative Dispute Resolution (ADR) Ombudsman Services. 

The contact details for the Utilities ADR Ombudsman Service are: 

Website: www.utilitiesadr.co.uk 
Consumer Dispute Resolution Limited
Stratford Office Village 
Unit 12 Walker Avenue
Wolverton
Milton Keynes
WA4 9DF.

We’ll confirm in writing whether You’re eligible to escalate your complaint to an Ombudsman Service.

10. Additional Products

Where You have selected additional products to the services covered by Your Schedule of Works the terms and conditions as at Schedule [4] shall also apply. 

11. General provisions

a. Intellectual Property Rights – aside from intellectual property rights (trademarks, design rights, copyright, know how, business names etc) already owned by third parties all intellectual property rights associated with the Schedule of Works shall be owned by Us.

b. Survival – Clauses 4, 5, 7, 8 and 9 shall all survive termination of this Agreement.

c. Entire agreement – This Agreement including the Schedules is the entire Agreement between the Parties.  

d. Force majeure – Neither You or Us shall be responsible to the other for any failure to perform, delay in performing or imperfect performance of any of its obligations under this Agreement to the extent that this failure, delay or imperfect performance is due to a force majeure event (event or circumstance outside Our or Your reasonable control which cannot be prevented or avoided such as severe weather conditions).

e. Severance – If any part of this Agreement is found by any court to be invalid, illegal or unenforceable, that part/s shall not to form part of this Agreement. The rest of the Agreement shall not be affected.

f. Assignment – You shall not assign this Agreement without Our prior written consent. We shall be entitled to assign any of Our rights and benefits under this Agreement to any company within the E.ON SE group of companies.

 g. Counterparts – this Agreement may be signed in any number of counterparts but each shall be an original of this Agreement and shall together be the same Agreement.

h. Third party rights – The Contracts (Rights of Third Parties) Act 1999 shall not apply and no person other than You or Us shall have any rights under it.

i. Law – This Agreement shall be subject to the laws of England and You and Us submit to the exclusive jurisdiction of the English Courts.

Schedule 4: Additional Products

1. Terms and Conditions for your tado° smart thermostat.

These terms and conditions relate to the provision of the tado° Hardware and its installation (which will be done in conjunction with your boiler installation) at Your (“You” the customers) home and is in consideration of You performing Your obligations under these terms and conditions. These terms and conditions are supplemental to Your Installation terms and conditions. In the event of a conflict between the terms Your Installation terms and conditions shall take priority.

The downloading and use of tado° Software and services requires You to set up an online account with tado° which is subject to tado°’s terms and conditions. 

1.1 ‘We’, ‘us’ or ‘our’ means E.ON Energy Installation Services Limited (or our sub-contractor).

1.2 ‘Hardware’ and 'goods' means the internet bridge and smart thermostat (which could include an extension kit, extra thermostat and/or smart thermostatic radiator valves where applicable) which will be installed into Your home.

1.3 ‘Software’ means the mobile app which requires You to set up an account with tado°. The mobile apps are made available through the various stores for mobile applications (iOS App Store, Android Play Store, Windows Store, etc). The Web applications are available via the tado° Website.

1.4 ‘tado°’ means the manufacturer of Your smart thermostat (and extension kit where applicable) Hardware and the provider of the associated Software.

1.5 ‘Warranty’ and ‘warranty period’ means the warranty for the Hardware provided by tado° details of which are at www.tado°.com/gb/terms-and-conditions.

2. Your Responsibilities 

Before Installation 

2.1 Before We install the tado° Hardware You must ensure that:

2.1.1 Your broadband internet connection is fully operational to support the tado° Hardware and Software; and

2.1.2 Your mobile phone is compatible with tado° Software and You have a valid data plan if You intend to access the tado° mobile app outside of a Wi-Fi connection (You can see the minimum system requirements on the support and FAQs sections of tado°’s Website (tado°.com).

2.2 If You are a tenant, You may need Your landlord’s permission to carry out the work required to install Your tado° Hardware. It is Your responsibility to obtain this permission prior to the installation and We accept no responsibility for this permission not being in place. 

Using tado° 

2.3 You agree to use tado° Hardware, Software and services (such as geo-location control, reports, push notifications) only in accordance with the product specifications as described on the heating section of tado°’s Website (tado°.com). We shall not be liable for any costs, losses or damage that You suffer as a result of not doing so, or as a result of a problem caused by Your mobile phone, computer, tablet or internet connection.

2.4 You are responsible for any costs that You incur as a result of exceeding the permitted data limit on Your broadband or mobile phone data plan.

2.5 You are responsible for any loss or damage caused as a result of any unauthorised downloading or upgrading the Software connected to tado°.

2.6 You are responsible for restricting access to Your mobile phone, tablet and/or computer to prevent unauthorised use of Your tado° account and We advise You to keep Your log-in details secret and to use pin protection on Your mobile phone to prevent unauthorised use of Your tado° account. 

2.7 You are responsible for replacing any batteries in Your tado° products in accordance with the manufacturer’s instructions.

2.8 We shall not be liable for any cost, loss or damage that You suffer as a result of any unauthorised use of Your tado° account (e.g. if Your mobile phone or log-in details are lost or stolen). 

2.9 If You believe that someone has gained unauthorised access to Your tado° account, You should as soon as possible report this to tado° on 0203 5144 881 (local call charges apply and mobile charges may vary) opening hours are subject to seasonal change and can be found on the support section of the tado° Website (tado°.com). 

3. Our Responsibilities 

Installation

3.1 We will provide, install and configure Your tado° Hardware smart thermostat/s, extension kit (if applicable) and extra smart thermostat (if purchased) at Your home. 

3.2 Once You have confirmed Your installation appointment (which will be the same appointment as Your boiler installation) We (or our sub-contractor) will install Your tado° Hardware during normal working hours (8am to 4pm Monday to Friday). For installation to take place (alongside the complying with Clause 3 of Your Installation terms and conditions) You’ll need to ensure that You, or someone over the age of 18, is at Your home for the duration of the appointment as We’ll need access to Your home at all times whilst tado° Hardware is being installed.

3.3 If You cancel the appointment with less than one working days’ notice, We are unable to gain access to Your home or We’re unable to complete the installation of Your tado° Hardware because You’ve not complied with Your responsibilities set out in Clause 2 of these terms or Clause 3 of Your Installation terms and conditions, We will make a further appointment with You to complete the work at no extra cost. If You don’t keep to the agreed appointment time for the installation or the installation can’t be completed on the 2nd or 3rd occasion (as a result of your fault or failure to comply with this contract), We’ll charge You for the installation and We may cancel Your contract for the tado°. If We cancel Your contract pursuant to this Clause, it will not affect ownership of Your tado° Hardware.

3.4 We’re not responsible for any delay caused to Your installation due to You cancelling an appointment, us being unable to gain access to Your home, or as a result of adverse weather conditions or any other circumstances beyond our reasonable control. 

3.5 The installation, repair or replacement of Your tado° Hardware (including removing or dismantling existing fixtures and fittings) may cause some damage to the decoration and finish of Your home. We will take reasonable care to carry out the installation or repairs without causing damage and We will make good damage that is caused by our negligence, however, any other repairs or redecoration (for example patches left exposed due to a change in size of the smart thermostat) are Your responsibility. 

3.6 We will not be responsible for repairing or replacing parts of Your central heating system if it does not work properly following installation (for example because Your water supply becomes inadequate or the water pressure varies) unless this is proven to be directly caused by the negligent installation of Your tado° Hardware. 

3.7 All engineers reserve the right not to complete an installation if they feel that their or Your personal safety is at risk. If the installation would breach any regulations relating to electrical standards or gas safety, the installation will not take place and any payment made for Your tado° Hardware will be refunded subject to the conditions in clause 5.

3.8 The contract price does not include the cost of removing any dangerous waste materials, such as asbestos, which should be removed before We start any work. If We become aware of such material when undertaking the work We will be unable to complete the installation, Your contract will be cancelled and any payment made for Your tado° Hardware will be refunded subject to the conditions in clause 5. 

3.9 In the event we attend to install Your boiler and there is a fault with Your tado° Hardware we will reschedule a separate appointment for the installation of Your tado° Hardware to be completed.   

Updates

3.10 From time to time tado° may need to update Your Software and/or the firmware on the internet bridge. If Your own equipment (such as Your mobile phone) does not support this upgrade, this could affect the functionality of tado° by preventing You from using the Software fully. We recommend that You always keep the tado° app and Your mobile phone’s operating system up to date.

3.11 The tado° Website, mobile app and services may be temporarily unavailable if tado° have to carry out routine or emergency maintenance. During maintenance the remote-control function and the ability to amend time schedules may not be available but You can still control the temperature of Your heating using the controls in Your home. 

Repairs and Warranty

3.12 Your warranty is provided by the manufacturer tado° and lasts for 24 months from the date of delivery of Your tado° Hardware.

3.13 If Your tado° Hardware or Software develops a fault You should call tado° on 0203 5144 881 (Monday – Friday, 8am – 5pm) calls are charged at local rates and mobile charges may vary these hours are subject to seasonal change and current times can be found within the support at FAQ’s sections on tado°’s Website (tado°.com). 

3.14 We will try and contact You to carry out any repairs due to installation faults, but if You cancel the appointment with less than 1 working days’ notice, We are unable to gain access to carry out the repairs or We’re unable to repair Your tado° Hardware because you’ve not complied with Your responsibilities set out in Clause 2, We will make a further appointment with You to complete the work at no extra cost. However, if You don’t keep to the agreed appointment time for the repair or the repair can’t be completed on the 2nd or 3rd occasion (as a result of your fault or failure to comply with this contract), We’ll charge You for the repair and We may cancel Your contract for the tado° Hardware. If We cancel Your contract pursuant to this Clause, it will not affect ownership of Your tado° Hardware.

4. Our Liability 

4.1 Nothing in this contract shall limit or exclude our liability for death or personal injury caused by our (or our sub-contractors) negligence, fraud or fraudulent misrepresentation or any other provision which is not permitted to be limited or excluded by law. 

4.2 Our maximum liability in contract, tort or otherwise (including any liability for any negligent act or omission) howsoever arising out of or in connection with this contract and Your Installation terms and conditions (Clause 7) is limited to a total of £25,000.00 (twenty five thousand pounds).

4.3 We shall not be responsible if We can’t fulfil the contract for reasons which are beyond our reasonable control, such as acts of God, fire, severe Weather conditions or industrial disputes/strikes. 

4.4 We shall not be liable for any costs incurred through use of the tado° product in relation to Your energy bill. For example, if an error is made when using the tado° app which results in Your boiler being on for longer than intended.

5. Ending this Contract

Cooling Off

5.1 There is a cooling off period during which You may cancel this contract if You change Your mind. The cooling off period is 14 days from the date You receive the tado° Hardware. If You want to cancel the contract, please follow the process detailed in Clause 6 of Your Installation terms and conditions. Your Installation terms and conditions will not be affected by Your cancellation of the tado° Hardware unless You tell Us You wish to cancel this contract also. 

5.2 In the event You cancel Your Installation terms and conditions, this contract for Your tado° Hardware will automatically terminate and any payment made for Your tado° Hardware will be refunded in accordance with the provisions of this Clause 5.

5.3 If We have not begun the installation before You tell us You want to cancel the contract, We will cancel Your contract from the date We receive Your notice of cancellation and We will reimburse to You all payments received from You, including the costs of delivery.

5.4 If We have started the installation before You tell us You want to cancel the contract, but We have not completed the installation, We will remove all parts of the tado° Hardware that were installed at the time of cancellation and reimburse to You all payment received from You, including the costs of delivery less the costs We have incurred (including the costs of removal of tado° Hardware).

5.5 If You have asked Us to complete the installation before the end of the cooling off period You will lose the right to cancel the contract and it will continue, unless there have been issues or faults with the tado° Hardware or the installation (see Clause 7 below).

5.6 We will make any refund due using the same means of payment as You used for the initial transaction, unless You have expressly agreed otherwise; in any event, You will not incur any fees as a result of the refund.  

5.7 We may make a deduction from Your refund for loss in value of the tado° Hardware supplied, if the loss is the result of unnecessary handling (ie that above what is necessary to establish the nature, characteristics and/or functioning) by You.

5.8 We will make the refund without undue delay, and not later than: (i) 14 days after the day we received back from You any tado° Hardware supplied; (ii) (if earlier) 14 days after the day You provide evidence that You have returned the tado° Hardware; or (iii) if there was no tado° Hardware supplied, 14 days after the day on which We are informed about Your decision to cancel this contract. 

5.9 If you have received the tado° Hardware and We have not begun the installation when You notified Us of Your cancellation We will send You a pre-paid returns label for the return of the tado° Hardware. The tado° Hardware must be returned in the original packaging and in a resalable condition to the address provided. 

5.10 If You have added tado° Hardware to any finance offered for Your boiler installation and You choose to cancel this supplemental contract; We will need to amend Your boiler quote and for You to return to Us a signed copy of this to allow Our finance partner to reduce Your loan by the amount paid for Your tado° Hardware. 

6. Complaints and other terms

6.1 We may need to make a change to the terms of this contract. We’ll let You know if We make a change and put the changes on our website at eoninstall.com. 

6.2 If We fail to deliver the standard of service You expect, We want to know about it so that We can try to put it right. 

If You wish to make a compliant regarding: 

  • the installation of Your tado° Hardware or the service You have received please see Clause 9 of Your Installation terms and conditions; 
  • technical issues with the tado° Hardware or Software (including the app) please contact tado° on 0203 5144 881 local call charges apply and mobile charges may vary (Monday – Friday, 8am – 5pm) these hours are subject to seasonal change and current times can be found on the support and FAQ pages of tado°’s Website (tado°.com). 

7. Delivery and Returns Process 

7.1 Once You have confirmed Your delivery date, Your order for the tado° Hardware cannot be cancelled. You do however have the right to cancel Your contract as set out in Clause 5 but You need to contact us (Clause 5.1) and return the tado° Hardware when delivered.

7.2 You have the right to cancel Your contract for the tado° Hardware in accordance with Clause 5 and if Your tado° Hardware is faulty see clauses 7.6 and 7.7 below. 

7.3 Delivery of Your tado° Hardware will take between 5 and 10 working days from when You place Your order (unless We have stated otherwise) and will arrive separately to items required to fulfil Your Installation contact. If You have not received Your order after this time or Your tado° Hardware has arrived damaged please contact Us.

7.4 We will make reasonable attempts to deliver Your tado° Hardware to You which may involve multiple attempts. If We are unable to deliver Your tado° Hardware You may have to collect it from a depot. If you do not collect it from the depot within the timeframe the delivery service provider has suggested it may be sent back. If this happens We will refund You and cancel this contract.

7.5 If We are unable to install the tado° Hardware for whatever reason You will need to contact Us on 0800 054 6250 (free from a landline but mobile charges vary) lines are open 7am – 6pm Monday to Friday and 8am – 4pm on Saturday) to arrange a refund and to receive instructions to send the products back. This will be at no cost to you.

7.6 If You need to return the tado° Hardware due to a fault after it has been installed this shall be done through tado°s aftersales support process. This will be at no cost to You if the tado° Hardware is faulty and You are within the 24-month warranty period.

7.7 If Your tado° Hardware is delivered damaged or is otherwise faulty You will need to contact Us on 0800 054 6250 (as above) and We will arrange the return at no cost to You and for a replacement to be sent.

8. Other provisions

8.1 Nothing in this contract affects your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights in law.

8.2 For Data Protection information and how we use Your personal data please see Clause 8 of Your Installation terms and conditions. 

8.3 This contract is governed by the laws of England and Wales and shall be subject to the exclusive jurisdiction of the English courts.

Schedule 5: Additional Products

1. Terms and Conditions for your Boiler Service Plan

These terms and conditions relate to the provision of the Boiler Service Plan at Your (“You” the customers) home and is in consideration of You performing Your obligations under these terms and conditions. These terms and conditions are supplemental to Your Installation terms and conditions. In the event of a conflict between these terms, Your Installation terms and conditions shall take priority.

The completion of the Annual Boiler Service will be carried out to statutory requirements and in accordance with the manufacturer’s recommendations. The service technician will also offer You advice on how to use Your heating equipment. Subsequent annual services will be carried out on or around the anniversary of the preceding annual service, subject to the availability of service technicians and Your appointment preferences.

1.1 ‘We’, ‘Us’ or ‘Our’ means E.ON Energy Installation Services Limited (or our sub-contractor).

1.2 ‘Annual Boiler Service’ means the visit to your home where the service engineer will test and service your boiler.

1.3 Our engineers will only perform work on Worcester or Buderus, brands supported by Bosch Thermotechnology, branded products or components and will not perform any work on any aspect of heating systems outside of these products.

1.4 Whilst We will endeavour to provide a Bosch Thermotechnology Limited (“BTL”) engineer, We reserve the right to use a suitably qualified third party to fulfil the appointment.

1.5 You are responsible for ensuring that Our engineer can gain clear and safe access to work on the product or component, as described in the product’s installation instructions, including making adequate provision for visual inspection of flues in voids and for ensuring that any product located within a loft cavity complies with the current health and safety at work regulations, (products in loft cavities must have permanent fixed lighting, a permanently fixed retractable roof ladder and a fixed floor area sufficient to allow access for normal use and servicing directly under and around the product and between the product and the access hatch).

2. Your Responsibilities 

Before the Annual Service 

2.1 Before We complete the Annual Boiler Service You must ensure that You shall allow Us access to Your property to provide the goods and services as per section 3 of Your Installation Terms and Conditions. You are responsible for providing adequate parking for the engineer. If You are unable to provide the engineer with access to the property on the agreed date, You must contact us as soon as possible and at least before 12 noon on the day preceding the agreed appointment in order to arrange an alternative date.

2.2 If You are a tenant, You may need Your landlord’s permission to carry out the work required to service the boiler. It is Your responsibility to obtain this permission prior to the installation and We accept no responsibility for this permission not being in place. 

3. Our Responsibilities 

Annual Boiler Service

3.1 Each year of Your inclusive Boiler Service plan the manufacturer will contact You when the service is due to arrange for an engineer to visit Your home and perform an Annual Boiler Service on Your boiler; to ensure that it is working efficiently. In the event You do not hear anything within this time period, You can also arrange it by calling 0330 123 9559.

3.2 Annual Boiler Services will usually be scheduled in between April and September annually. If, for any reason, We have been unable to complete Your Annual Boiler Service visit between April and September, We may arrange it outside of this time to ensure Your manufacturers guarantee remains in place.

3.3 We will complete Your Annual Boiler Service visit during our normal working hours (7am to 6pm Monday to Saturday) unless specifically stated otherwise by ourselves. For the Annual Boiler Service to take place (alongside the complying with Clause 3 of Your Installation terms and conditions) You’ll need to ensure that You, or someone over the age of 18, is at Your home for the duration of the appointment as We’ll need access to Your home at all times whilst your Annual Boiler Service is being completed.

3.4 If You cancel the appointment with less than one working days’ notice, We are unable to gain access to Your home or We’re unable to complete the Annual Boiler Service because You’ve not complied with Your responsibilities set out in Clause 2 of these terms or Clause 3 of Your Installation terms and conditions, We may charge You a rebooking fee for the Annual Boiler Service and We may cancel Your Annual Boiler Service contract. Please note, If We cancel Your contract pursuant to this Clause and You have not had an Annual Boiler Service completed by another provider, it may affect Your manufacturers guarantee of Your boiler. Whilst We will endeavour to fulfil all appointments there may be occasions, due to circumstances outside of Our control, when We are unable to do so. In these circumstances We will contact the You as soon as is reasonably possible in order to arrange an alternative date.

3.5 We’re not responsible for any delay caused to Your Annual Boiler Service due to You cancelling an appointment, Us being unable to gain access to Your home, or as a result of adverse weather conditions or any other circumstances beyond Our reasonable control. 

3.6 The servicing of Your boiler may cause some damage to the decoration and finish of Your home. We will take reasonable care to carry out the servicing or repairs without causing damage and We will make good damage that is caused by Our negligence, however, any other repairs or redecoration are Your responsibility. 

3.7 If a fault is discovered with Your boiler during the Annual Boiler Service Our engineers will endeavour to fix it during the initial visit if under the manufacturers guarantee. If a part is required, they will arrange a visit at a suitable time to fix the fault under the guarantee. If the fault is not under guarantee, they will advise You of the issue and it will be Your responsibility to arrange a fix. We reserve the right to determine that the product is beyond economical repair. If this is the case then Our engineer will advise You accordingly, and We will not carry out any repair work. 

3.8 All engineers reserve the right not to complete an Annual Boiler Service if they feel that their or Your personal safety is at risk. Our engineers are entitled to work in a smoke free environment and as such You are required to ensure that the engineer is not exposed to active smoking whilst they are at Your property. It is Your responsibility to ensure that any pets are away from the area where the engineer needs to work. If the Annual Boiler Service would breach any regulations relating to electrical standards or gas safety, the Annual Boiler Service will not take place and any payment made for Your Annual Boiler Service will be refunded subject to the conditions in clause 5 of these terms and conditions.

4. Our Liability 

4.1 Nothing in this contract shall limit or exclude Our liability for death or personal injury caused by Our (or Our sub-contractors) negligence, fraud or fraudulent misrepresentation or any other provision which is not permitted to be limited or excluded by law.

4.2 Our maximum liability in contract, tort or otherwise (including any liability for any negligent act or omission) howsoever arising out of or in connection with this contract and Your Installation terms and conditions (Clause 7) is limited to a total of £25,000.00 (twenty five thousand pounds).

4.3 We shall not be responsible if We can’t fulfil the contract for reasons which are beyond Our reasonable control, such as acts of God, fire, severe weather conditions or industrial disputes/strikes. 

5. Ending this Contract

Cooling Off and Cancellation

5.1 A Boiler Service Plan can only be included at the time of purchasing a boiler. The cooling off period for the Boiler Service Plan is 14 days from the date You sign the contract and in this time You may cancel this contract if You change Your mind. If You want to cancel the contract, please follow the process detailed in Clause 6 of Your Installation terms and conditions. 

5.2 In the event You cancel Your Installation terms and conditions, this contract for Your Annual Boiler Service will automatically terminate and any payment made for Your Annual Boiler Service will be refunded in accordance with the provisions of 5.3. If We have not begun the boiler installation before You tell us You want to cancel the contract, We will cancel Your contract from the date We receive Your notice of cancellation and We will reimburse to You all payments received from You.

5.3 We will make any refund due using the same means of payment as You used for the initial transaction, unless You have expressly agreed otherwise; in any event, You will not incur any fees as a result of the refund.  

5.4 We will make the refund without undue delay, and not later than 14 days after the day on which We are informed about Your decision to cancel this contract. 

5.5 We will only agree to cancel this supplementary contract after the cooling off period if We (or Our third-party contractors) have failed to deliver on Our obligations. If You have added a Boiler Service Plan to any finance offered for Your boiler installation and We agree to cancel this Boiler Service Plan on Your request; We will not amend Your boiler quote and Your finance payments will remain the same for the duration of the payment plan. We will instead refund the cash equivalent for any outstanding boiler services to a bank account as advised by You.

5.6 If You move home in the duration of Your Boiler Service Plan, you must contact your boiler manufacturer. The Boiler Service Plan will transfer to the new occupier. Any outstanding payments will continue to be Your responsibility up until the expiry of the Boiler Service Plan.

6. Coming to the end of your servicing agreement

6.1 Once Your Service Plan has ended, it is Your responsibility to arrange for future services of Your boiler to maintain Your manufacturers guarantee.

7. Complaints and other terms

7.1 We may need to make a change to the terms of this contract. We’ll let You know if We make a change and put the changes on our website at eoninstall.com. 

7.2 If We fail to deliver the standard of service You expect, We want to know about it so that We can try to put it right. If You wish to make a compliant, You can contact Your Boiler Service Plan provider or E.ON Installation Complaints on installationservicescomplaints@eon.com.

7.3 If You have any queries about booking Your servicing appointment or You need to rearrange Your appointment You should contact Your service plan provider.

8. Other provisions

8.1 Nothing in this contract affects Your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights in law.

8.2 For Data Protection information and how we use Your personal data please see Clause 8 of Your Installation terms and conditions. 

8.3 This contract is governed by the laws of England and Wales and shall be subject to the exclusive jurisdiction of the English courts.

9. Inclusions and exclusions

9.1 Included in the service plan is:

a. visual inspection of the following:

  • boiler;
  • boiler location;
  • system layout;
  • condense run;
  • PRV termination;
  • controls.

b. check to see if any quality updates are required on the product;

c. visual inspection of internal flue run. (Flues in voids);

d. visual inspection of external flue and terminal;

e. check complete operation of boiler;

f. check Polarity and Voltage readings- Fuse Rating;

g. test and record fan pressure across the heat cell. Clean if required and replace disturbed seals;

h. clean condensate trap if required and change seals;

i. check and record the inlet standing and working gas pressures with boiler on maximum output;

j. carry out flue gas analysis (record results in minimum and maximum modes);

k. test flame failure device (isolate gas whilst operating);

l. test any gas connections that have been disturbed;

m. refit case and check air intake quality;

n. warning notices to be completed (if applicable);

o. mobile data (job Report) and Bench Mark Book to be completed and uploaded;

p. ensure that work area is tidy and that any components are removed from site;

q. advise the customer that the service has been completed in accordance with manufacturer’s instructions;

r. advise the customer of any observations that are made as part of the visit;

s. any repairs or maintenance required that would be covered under the manufacturers guarantee (including parts and labour).

9.2 Not included under the Boiler Service Plan is:

a. the service does not include the rest of the heating system e.g. controls, radiators, hot water tanks, pipework etc;

b. any work arising from hard water scale deposits (i.e. calcium). Sludge or blockages (including carrying out a powerflush) or clearing, replacing or repairing magnetic filtration devices;

c. repairs arising from damage to the system (defined as radiators, radiator valves, expansion tank, hot water cylinder or above the ground pipe work directly associated with provision of central heating);

d. turning on or lighting up the equipment and adjusting switches and controls except following an approved repair under this plan;

e. any part not defined in these terms and conditions, for example energy management systems, convector heaters, kick space heaters, shower pumps, or immersion heaters or solar panels together with their associated pipework and controls;

f. any water pressure adjustments on sealed systems, except those connected with a repair approved under this plan;

g. fuel lines to the boiler and the flue systems from the boiler; plugs or cables;

h. repairs arising from sludge or blockages;

i. unvented pressurised cylinders;

j. boilers which exceed 200,000 BTU/HR 58.6KW input;

k. repairs arising from convector heaters or from towel heaters/rails;

l. the cost of replacing equipment;

m. any upgrading/improvement work required as a result of legislation (health and safety or otherwise) or to meet current standards;

n. replacement of consumer durables (e.g. batteries, filters, fuses, oil nozzles and ignitors), other than internal fuel lines when replaced as part of an Annual Boiler Service;

o. boilers installed on boats, including house boats;

p. the issuance of Gas Safety Certificates (CP12s);

q. bleeding of oil supply pipelines;

r. self-maintenance tasks such as, re-pressurising and resetting of the boiler, bleeding excess system pressure and thawing frozen condensate pipes/water.

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Finance options

To apply for finance, applicants must:

  • be aged between 18 years and 75 at the time of application;
  • be a permanent UK resident and have lived in the UK for the last 3 years (unless you are HM Forces personnel);
  • be a homeowner or landlord;
  • be employed, retired or in receipt of disability allowance;
  • not be unemployed, a student or a homemaker;
  • have a good credit history with no previous bankruptcies, IVAs, Debt Relief Orders, recent CCJs or defaults;
  • not be aware of any significant changes which may adversely affect your ability to continue making repayments in the future;
  • have a fixed landline telephone number (including broadband lines);
  • have a bank account which supports monthly Direct Debit payments;
  • have a debit card in the name of the applicant;
  • have a valid email address.

E.ON reserves the right to amend its finance offering at any time and may withdraw at short notice.

E.ON Energy Installation Services Limited acts as a credit broker and not a lender and work exclusively with Creation Consumer Finance Limited who acts as the lender. Credit subject to status, terms and conditions apply. E.ON reserves the right to amend its finance offering at any time and may withdraw at short notice. E.ON Energy Installation Services Limited is registered in England and Wales under company number 09965944 with its registered office at Westwood Way, Westwood Business Park, Coventry, CV4 8LG. E.ON Energy Installation Services Limited is authorised and regulated by the Financial Conduct Authority in relation to credit broking services under number 750410.  

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Friends and family offer

Eligibility

  • To be eligible as a Referrer you must have received a valid installation from E.ON Energy Installation Services of a boiler, cavity wall insulation or solid wall insulation only and be resident in the E.ON operating areas (see below).
  • Referees do not need to be an existing E.ON Energy Solutions supply customer to participate in this offer but they must live at a different UK address of the Referrer, be resident in the E.ON operating areas (see below) and must be a new E.ON Energy Installation Services customer receiving their first installation product.
  • Referees can utilise only one referral code per household they may own and multiple referral codes cannot be applied.
  • Referees will become eligible as a Referrer after installation has been completed and full payment for the install has been received by E.ON.
  • This offer is not available to EON group employees. 
  • This offer may not be used for commercial use.
  •  This offer cannot be used in conjunction with any other E.ON promotional offer (including offers available from both E.ON Energy Solutions Limited and E.ON Energy Installation Services Limited).

How to participate:

  • Eligible customers (Referrers) will receive a letter with a unique referral code once your installation has been completed and we have received full payment for the install.
  • Referrers shall receive one referral code which can be distributed to unlimited Referees.
  • Referrers must distribute the referral code to friends and family members prior to the Referee booking a home survey.
  • Referees must quote the referral code during the assessment booking process. Referral codes quoted later in the process will not be accepted.
  • Where referral codes have been distributed and applied in accordance with the above terms, E.ON will send a £50 high street voucher to both Referrers and Referees once Referees have received their installation and E.ON have received full payment for that installation. Vouchers will be sent within 28 days of Referees payment being received.

The offer

  • Eligible Referrers and Referees will receive a high street voucher to the value of £50.
  • The £50 high-street voucher will be sent to Referrers and Referees within 28 days of receiving payment from the relevant Referee for their installation works.
  • The £50 high-street voucher can only be used in stipulated stores – please see voucher for more details.
  • The £50 high-street voucher is not transferrable or exchangeable and cannot be exchanged for a cash alternative or other form of compensation.
  • The voucher is not for re-sale. 
  • Any unredeemed values will expire upon the expiry date stipulated on the voucher. We will not be liable to you for any value you fail to redeem. The voucher value will expire on the date stipulated. 
  • Separate voucher terms may apply – For further terms go to https://www.highstreetvouchers.com/gift/terms-conditions.

General

  • This offer is promoted by E.ON Energy Installation Services Limited of Westwood Way, Westwood Business Park, Coventry, CV4 8LG (company number 09965944).
  • The offer can be withdrawn by E.ON Energy Installation Services at any time – we will provide you notice on our website if we plan to do so.
  • By participating in this promotional offer, participants consent to the use of their personal information as set out in E.ON Energy Installations privacy policy. 
  • Offer applicable to Mainland UK and areas where EON operates. E.ON does not operate in the following areas: ◦PO31, PO32, PO33, PO34, PO35, PO36, PO37, PO38, PO39, PO40, PO41, ZE, HS, IV, AB, DD, PH, PA21, PA22, PA23, PA24, PA25, PA26, PA27, PA28, PA29, PA30, PA31, PA32, PA33, PA34, PA35, PA36, PA37, PA38, PA41, PA42, PA43, PA44, PA45, PA46, PA47, PA48, PA49, PA60, PA61, PA62, PA63, PA64, PA65, PA66, PA67, PA68, PA69, PA70, PA71, PA72, PA73, PA74, PA75, PA76, PA77, PA78, PA80, KW, IM, CA, LA, TR and any postcodes that are not in mainland UK i.e. Ireland, Isle of Man etc. 
  • To the furthest extent permitted by law E.ON Energy Installation Services will not be liable to customers in contract, tort (including negligence) or otherwise for any loss, injury or damage of whatever kind caused in whole or in part by participation in this promotional offer, or by any failure, delay, interruption or otherwise of the provision of the voucher, or by E.ON Energy Installation Services failure to perform any of its obligations under these Terms.
  • Nothing in these Terms excludes or limits E.ON Energy Installation’s liability for death or personal injury arising from our negligence, or our fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by English law. 
  • This offer and these promotional terms are governed by English Law.
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Inefficient boiler offer

The Offer

  • E.ON Energy Installation Services ("E.ON EIS", "we", "our" or "us") are offering all eligible customers a £1,000 discount from the total price of any new mains gas boiler when the customer books the supply and installation of cavity wall insulation by us.
  • This offer shall be applied to all quotes from 15 October 2018 for new mains gas boilers purchased by eligible homeowner-occupiers that book the supply and installation of first-time cavity wall insulation into their home by us.

Eligibility

The following eligibility criteria shall apply to this offer:

  • You must own and occupy your home within an area in mainland UK where E.ON EIS operates. E.ON EIS does not operate in the following postcode areas. If you live in one of these postcode areas you will not be able to take up this offer: PO31, PO32, PO33, PO34, PO35, PO36, PO37, PO38, PO39, PO40, PO41, ZE, HS, IV, AB, DD, PH, PA21, PA22, PA23, PA24, PA25, PA26, PA27, PA28, PA29, PA30, PA31, PA32, PA33, PA34, PA35, PA36, PA37, PA38, PA41, PA42, PA43, PA44, PA45, PA46, PA47, PA48, PA49, PA60, PA61, PA62, PA63, PA64, PA65, PA66, PA67, PA68, PA69, PA70, PA71, PA72, PA73, PA74, PA75, PA76, PA77, PA78, PA80, KW, IM, CA, LA, TR and any postcodes that are not in Mainland UK i.e. Ireland, Isle of Man etc.
  • You must be aged 18 years or over.
  • You must meet the eligibility criteria set out on our website.
  • This offer is subject to a satisfactory home survey. Your home survey will be performed by one of our Energy Experts. A satisfactory survey shall be contingent on your home being without cavity wall insulation, being fitted with an inefficient boiler and satisfactory evidence of the above benefits and eligibility criteria set out on our website.
  • This offer does not apply to landlords or homeowners whose homes are already fitted with cavity wall insulation. This offer is subsidised by the Energy Company Obligation and is subject at all times to the availability of this subsidy.

How to participate

  • Customers can participate in this offer by booking a free boiler home survey with an Energy Expert by calling 0330 400 1083.
  • Before booking your home survey we will ask you a series of simple prequalification questions to assess suitability in line with the above eligibility criteria.
  • One of our Energy Experts will then undertake a home survey at your home in order to verify whether:
    cavity wall insulation has previously been installed in your home; and
    your home is equipped with an inefficient gas boiler.
  • During this home survey, you will also be required to provide proof of benefits (as listed above in section 10.2) to our Energy Expert to allow them to verify your eligibility. Upon completion of a satisfactory home survey, our Energy Expert will provide you with a quote for the supply and installation of cavity wall insulation and a new mains gas boiler. The £1,000 discount shall be applied to this quote and is not payable in any other way.
  •  This quote will be valid for a period of 30 days following the date of your home survey and is subject to our installation terms and conditions which are available as part of your quote.
  • The installation of cavity wall insulation must be completed before the installation of your new mains gas boiler and we reserve the right to withdraw any offer in the event that you fail to have your cavity wall insulation installed by us within a reasonable time. The cavity wall insulation and the boiler must be installed at the same premises.

General

  • This offer is promoted by E.ON Energy Installation Services Limited of Westwood Way, Westwood Business Park, Coventry, CV4 8LG (company number 09965944).
  • We may suspend or withdraw this offer at our sole discretion at any time without any liability to you. We will provide customers with notice on our website if we plan to withdraw the offer. In the event that the offer is suspended as a result of circumstances outside of our control, we will notify you via email.
  • This offer cannot be used in conjunction with any other E.ON promotional offer (with the exception of the Friends and Family offer, terms and conditions above in section 6).
  • We reserve the right to recover an amount equal to the value of the discount applied if we become aware of any fraudulent or dishonest use of this offer resulting in installation of a boiler in breach of these terms.
  • By participating in this promotional offer, participants consent to the use of their personal information as set out in our privacy policy.
  • If any term of this offer is found to be illegal or unenforceable, the validity of any other term in this offer shall not be affected.
  • Nothing in these terms and conditions will limit the E.ON EIS' liability for death or personal injury caused by its negligence or for fraud.
  • These terms and conditions shall be governed by and construed in accordance with the laws of England and any disputes shall be subject to the non-exclusive jurisdiction of the English Courts.
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Smart meter offer

The offer

  • E.ON Energy Installation Services Ltd ("E.ON EIS", "We", "Our" or "Us") are offering existing E.ON Energy Solutions Limited customers a choice of either a free upgrade to a 10 year guarantee on new boiler installations or a free smart thermostat on all in-home mains gas boiler sales This offer shall only be applied to customers who are supplied with gas and electricity and have a smart meter installed by E.ON Energy Solutions Limited.
  • This offer shall only be applied to customers who are supplied with gas and electricity and have a smart meter installed by E.ON Energy Solutions Limited.

Eligibility

  • You must be an E.ON Energy Solutions Limited customer for gas and electricity (dual fuel) and have had a smart meter installed by E.ON Energy Solutions Limited.
  • You must own and occupy your home within an area in mainland UK where E.ON EIS operates. E.ON EIS does not operate in the following postcode areas. If you live in one of these postcode areas you will not be able to take up this offer: PO31, PO32, PO33, PO34, PO35, PO36, PO37, PO38, PO39, PO40, PO41, PA21, PA22, PA23, PA24, PA25, PA26, PA27, PA28, PA29, PA30, PA31, PA32, PA33, PA34, PA35, PA36, PA37, PA38, PA41, PA42, PA43, PA44, PA45, PA46, PA47, PA48, PA49, PA60, PA61, PA62, PA63, PA64, PA65, PA66, PA67, PA68, PA69, PA70, PA71, PA72, PA73, PA74, PA75, PA76, PA77, PA78, PA80, KW, IM, CA, LA, TR, ZE, HS, IV, AB, DD, PH and any postcodes that are not in Mainland UK i.e. Ireland, Isle of Man etc.
  • You must be aged 18 years or over.
  • Your home survey must be performed by one of our Energy Experts. This offer is subject to our Energy Expert validating that you have had a smart meter installed by E.ON Energy Solutions Ltd.
  • Our Energy Experts will capture a photograph of your smart meter as evidence of a smart meter being supplied and installed by E.ON Energy Solutions Limited.

Exclusion 

  • If you have had your boiler installed by Us before your Smart meter then this offer is not available to you.

 How to participate

  • You can participate by calling 0330 400 1095 and booking a boiler home survey with an Energy Expert.
  • During the home assessment process, the Energy Expert will provide information detailing the offer.
  • Upon completion of a home survey, our Energy Expert will provide you with a quote for a new mains gas boiler which will include either the free 10-year guarantee upgrade or a free smart thermostat. This shall be applied to your quote and is not redeemable in any other way.

 General

  • This offer is promoted by E.ON Energy Installation Services Limited of Westwood Way, Westwood Business Park, Coventry, CV4 8LG (company number 09965944).
  • Your quote will be valid for a period of 30 days following the date of your home survey and is subject to our installation terms and conditions which will be included as part of your quote.
  • Boiler purchases are unlimited and eligible customers can purchase and install more than one boiler at different premises and be eligible for the offer in respect of each installation, subject to the customer meeting the eligibility criteria at each premise where a new boiler is installed.
  • We may suspend or withdraw this offer at our sole discretion at any time without any liability to you. We will provide customers with notice on our website if we plan to withdraw the offer. In the event that the offer is suspended as a result of circumstances outside of our control, we will notify you via your preferred channel of correspondence.
  • This offer cannot be used in conjunction with any other E.ON promotional offer (with the exception of the Friends and Family offer, see section 6 above).
  • We reserve the right to recover an amount equal to the value of the discount applied if we become aware of any fraudulent or dishonest use of this offer resulting in installation of a boiler in breach of these terms.
  • By participating in this promotional offer, your personal data shall be used as set out in E.ON EIS’s privacy policy.
  • If any term of this offer is found to be illegal or unenforceable, the validity of any other term in this offer shall not be affected.
  • Nothing in these Terms excludes or limits E.ON Energy Installation’s liability for death or personal injury arising from our negligence or our fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by English law. 
  • Our maximum liability in contract, tort or otherwise (including any liability for any negligent act or omission) howsoever arising out of or in connection with this contract is limited to £25,000.00 (twenty five thousand pounds).
  • We will not be responsible if we can’t fulfill the contract for reasons which are beyond our reasonable control, such as acts of God, fire, severe weather conditions or industrial disputes/strikes.
  • These terms and conditions shall be governed by and construed in accordance with the laws of England and any disputes shall be subject to the non-exclusive jurisdiction of the English Courts.
""

Boilers from £1,995 offer

£1,995 is applicable to a Worcester 30i Combination boiler purchased through our website without an in-home survey. If the customer's boiler replacement requirements cannot be met through the website and an in-home survey is needed, the offer price will not be available. 

A black Worcester Bosch boiler with digital display

uSwitch offer

  • This prize draw is open to any uSwitch customer who has accepted a boiler quotation by E.ON Energy Installation Services between 7 October 2019 to 15 November 2019.
  • To enter call 0330 400 1083 or visit the uSwitch website to either complete an online boiler quotation on the E.ON Energy website or book a no obligation boiler home assessment with one of our Energy Experts. Once you've received your free boiler quotation from us and accept the quotation, you’ll automatically be entered into the prize draw. To opt out email eon.installationreferrals@eonenergy.com
  • No purchase is necessary.
  • Entrants must be aged 18 or over to enter.
  • This prize draw is not open to employees or immediate family of E.ON Energy Installation Services Limited, its subsidiaries, associated companies, agents or anyone connected with the draw.
  • Illegible or incomplete entries or any entries not received by the closing date will not be accepted. E.ON Energy Installation Services Limited’s (“E.ON”) decision will be final and no correspondence will be entered into.
  • There will be one prize draw and the winner will be able to win a £400 Amazon Voucher.
  • Maximum of one entry per boiler quotation per premises. Any further entries submitted will not be accepted or considered and will be ineligible to win.
  • E.ON shall pay for the delivery of the prize selected
  • The is no cash alternative for the prize. E.ON may change the prize to one of equivalent or greater value without notice.
  • The prize is subject to availability.
  • The closing day for entries is the close of business on 15 November 2019. There will be one prize winner drawn at random on 15 November 2019 from all entries that are accepted by E.ON.
  • The prize winner will be notified by telephone within 7 days of the prize draw being made and details of the winner will be available from the Promoter.
  • If you do not accept your prize within 14 days, we may at our absolute discretion reallocate the prize to another randomly drawn entrant.
  • The winner agree to participate in any reasonable publicity associated with this prize draw and related promotion (if applicable).

E.ON reserves the right to reject entries should they contain any of the following:

  • defamatory, indecent, malicious or other inappropriate content including but not limited to sexist or racist language or imagery;
  • any immoral or obscene behaviour (including but not limited to condoning or encouraging violent or anti-social behaviour;
  • anything which may be considered an offence on the grounds of religion, gender, sexual orientation, nudity, disability or age;
  • refer to the brand of E.ON (including its affiliates and subsidiaries). 

E.ON will not be responsible for the non-inclusion of entries due to technical issues with the provision of quotes, Property Hub or otherwise.

By entering this prize draw entrants confirm that they have read and agree to these terms and conditions.

E.ON Energy Installation Services does not guarantee an appointment for a boiler quotation before the closing date of the prize draw. The number of appointments is limited and will be allocated on a first come, first served basis.

THE PROMOTER: E.ON Energy Installation Services Limited under company number 09965944 whose registered office is Westwood Way, Westwood Business Park, Coventry CV4 8LG.

""

E.ON customer offer

The offer

  • E.ON Energy Installation Services Limited ("E.ON EIS", "We", "Our" or "Us") are offering existing E.ON energy supply customers a free upgrade to a 7-year guarantee on all in-home boiler sales.
  • This offer shall only be applied to customers who are supplied with gas and/or electricity by E.ON Energy Solutions Limited.

Eligibility

The following eligibility criteria shall apply to this offer:

  • You must be an E.ON Energy Solutions Ltd customer for gas and/or electricity.
  • You must own and occupy your home within an area in mainland UK where E.ON EIS operates. E.ON EIS does not operate in the following postcode areas. If you live in one of these postcode areas you will not be able to take up this offer: PO31, PO32, PO33, PO34, PO35, PO36, PO37, PO38, PO39, PO40, PO41, ZE, HS, IV, AB, DD, PH, PA21, PA22, PA23, PA24, PA25, PA26, PA27, PA28, PA29, PA30, PA31, PA32, PA33, PA34, PA35, PA36, PA37, PA38, PA41, PA42, PA43, PA44, PA45, PA46, PA47, PA48, PA49, PA60, PA61, PA62, PA63, PA64, PA65, PA66, PA67, PA68, PA69, PA70, PA71, PA72, PA73, PA74, PA75, PA76, PA77, PA78, PA80, KW, IM, CA, LA, TR and any postcodes that are not in Mainland UK i.e. Ireland, Isle of Man etc.
  • You must be aged 18 years or over.
  • Your home survey must be performed by one of our Energy Experts.
  • You must provide evidence of supply by producing your latest energy bill to our Energy Expert. Our Energy Experts will capture a photograph of your bill as evidence of survey and by accepting these terms and conditions you give us permission to do so.

How to Participate

  • Customers can participate in this offer by booking an in-home survey with an Energy Expert.
  • During the home assessment process, the Energy Expert will provide information detailing the offer and your options to accept will be detailed in your quote.
  • Upon completion of a home survey, our Energy Expert will provide you with a quote which will include the free 7-year guarantee upgrade. This shall be applied to your quote and is not payable in any other way.

General

  • This offer is promoted by E.ON Energy Installation Services Limited of Westwood Way, Westwood Business Park, Coventry, CV4 8LG (company number 09965944).
  • Your quote will be valid for a period of 30 days following the date of your home survey and is subject to our installation terms and conditions which will be included as part of your quote.
  • Boiler purchases are unlimited and eligible customers can purchase and install more than one boiler at different premises and be eligible for the offer in respect of each installation, subject to the customer meeting the eligibility criteria at each premise where a new boiler is installed.
  • We may suspend or withdraw this offer at our sole discretion at any time without any liability to you. We will provide customers with notice on our website if we plan to withdraw the offer. In the event that the offer is suspended as a result of circumstances outside of our control, we will notify you via your preferred channel of correspondence.
  • This offer cannot be used in conjunction with any other E.ON promotional offer (with the exception of the Friends and Family offer), see section 6. 
  • We reserve the right to recover an amount equal to the value of the discount applied if we become aware of any fraudulent or dishonest use of this offer resulting in installation of a boiler in breach of these terms.
  • By participating in this promotional offer, your personal data shall be used as set out in E.ON EIS’s privacy policy,
  • If any term of this offer is found to be illegal or unenforceable, the validity of any other term in this offer shall not be affected.
  • Nothing in these Terms excludes or limits E.ON Energy Installation’s liability for death or personal injury arising from our negligence or our fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by English law.
  • Our maximum liability in contract, tort or otherwise (including any liability for any negligent act or omission) howsoever arising out of or in connection with this contract is limited to £25,000.00 (twenty-five thousand pounds).
  • We will not be responsible if We can’t fulfil the contract for reasons which are beyond our reasonable control, such as acts of God, fire, severe Weather conditions or industrial disputes/strikes.
  • These terms and conditions shall be governed by and construed in accordance with the laws of England and any disputes shall be subject to the non-exclusive jurisdiction of the English Courts.
""

Installation within five working days

Installation within five working days if you have no heating and hot water, from the point you accept your quote and either make your upfront payment or accept the terms and conditions of your finance agreement.

""

Definitions, Terms and Conditions for our Installation Services

Definitions

E.ON Energy Installation Services Ltd (E.ON EIS) is a company registered in England and Wales. Our company registration number is 09965944 and our registered office is at Westwood Way, Westwood Business Park, Coventry, CV4 8LG. Our correspondence address being at Greenwood House, Westwood Business Park, Coventry, CV4 8TT.

References to “we”, “us” and “our” in these Terms and Conditions are to E.ON Energy Installation Services Limited. References to “you” or “your” in these Terms and Conditions are to you as a user of the Website.

"Eligible customers" means customers who are able to take part in an offer subject to fulfilling the criteria referred to in these Terms and Conditions.

"Energy expert" are our in-home surveyors.

“Material” means content, data and materials (including but not limited to information, reports, reviews, comment and opinion) delivered to you as part of the Services (whether on a computer screen, in email or paper format) or contained in the Website, including the website design, text and graphics, and their selection and arrangement, and all software compilations, underlying source code and software.

“Third Party Website” means the website of a third party which is linked to or from the Websites or on frames within the Websites. This includes, for example, the websites of our selected third party partners who we authorise from time to time to make available access to certain of our Services from those websites.

“Website Terms and Conditions” means the terms and conditions set out here. “Your Data” means information and data you have provided to us on or in connection with the Website, which may from time to time include Personal Data as defined by the Data Protection Act 1998 (as amended or re-enacted from time to time).

“Referrer” means an eligible customer that is entitled to refer family and friends to receive installation works for a reward (£50 high street voucher).

“Referee” means a friend or family member of a Referrer that has contracted with E.ON Energy Installation Services to receive installation of a boiler or solid wall insulation and has used the Referrers referral code on the quote.

1. Introduction

1.1 The Website is provided by E.ON Energy Installation Services Limited, a company registered in England and Wales with company number 09965944. Our registered office is at Westwood Way, Westwood Business Park, Coventry, CV4 8LG.

1.2 You can contact us by email at eon@installationservices.co.uk or call 0330 400 1083.

1.3 These Website Terms and Conditions govern your use of the Website. You should read these Website Terms and Conditions carefully. We intend to rely on these Website Terms and Conditions and it is our intention that you will be legally bound by The Website. If you apply for any product or service we’ve mentioned on this website, the specific terms and conditions of the product or service will apply.

1.4. You may have other consumer rights granted by law and these Website Terms and Conditions do not affect such rights.

1.5 To use this Website, you need a browser like Microsoft Internet Explorer 10+, Mozilla Firefox 29+, Chrome 34+ and any other modern web browser compatible with HTML5 and CSS3.

2. Terms of Use

2.1 Unless otherwise stated, We and/or its licensors own the intellectual property rights in the Website and Material on the Website. Subject to the license below, all these intellectual property rights are reserved.

2.2 You are permitted to access and view, download for caching purposes only, and print pages from the Website for your own personal use, subject to the restrictions set out below and elsewhere in these Website Terms and Conditions.

2.3 The Material and content of the Website may not otherwise be copied, reproduced, republished, uploaded, posted, transmitted, distributed or used in any other way unless expressly authorised by us in Writing.

2.4 You must not use this Website in any way that causes, or may cause, damage to the Website or impairment of the availability or accessibility of the Website; or in any way which is unlawful, illegal, fraudulent or harmful, or in connection with any unlawful, illegal, fraudulent or harmful purpose or activity.

2.5 You must not use this Website to copy, store, host, transmit, send, use, publish or distribute any material which consists of (or is linked to) any spyware, computer virus, Trojan horse, worm, keystroke logger, rootkit or other malicious computer software.

2.6 You agree not to upload, post, otherwise transmit or provide access to any material that contains software viruses or any other computer code, files or programs designed to interrupt, destroy or limit the functionality of the Website, or the computer software or hardware or telecommunications equipment of any other person.

2.7 You must not conduct any systematic or automated data collection activities (including without limitation scraping, data mining, data extraction and data harvesting) on or in relation to this Website without our express written consent.

2.8 You acknowledge that we may, from time to time, temporarily withdraw access to Website for maintenance, management or revision.

2.9 We may by providing you notice immediately terminate the Website. You are free to stop using the Website at any time.

3. No warranties

3.1 While we try to ensure that the Website is functioning correctly, this may not always be achievable. We do not guarantee that the Website will be available all the time.

3.2. We do not warrant or guarantee that the Website will be compatible with all or any hardware and software which you may use.

3.3 We use reasonable skill and care in the supply of information made available to you. However, in the case of information we obtain from third parties, we cannot guarantee that any of that information is correct, accurate, complete, error-free or up-to-date.

3.4 Except for the commitments we expressly make in these Website Terms and Conditions and any additional commitments arising out of your consumer rights granted by law, we do not make any other commitments or warranties about the Website.

3.5 Nothing on this Website constitutes, or is meant to constitute, advice of any kind. If you require advice in relation to any legal, financial matter you should consult an appropriate professional.

4. Limitations of liability

4.1 We will not be liable to you (whether under the law of contact, the law of torts or otherwise) in relation to the contents of, or use of, or otherwise in connection with, this Website:

  • for any loss or damage suffered by you which was not a reasonably foreseeable or obvious consequence of us breaching these Website Terms and Conditions;
  • for losses which you suffer due to any events beyond our reasonable control;
  • for losses which you suffer which are not directly caused by our actions (or our failure to act);
  • for any losses which you suffer due to your own breaches of these Website Terms and Conditions;
  • for any losses for any damage caused to any hardware or software used to access or use the Website (unless we have been negligent). for any indirect, special or consequential loss; or

4.2 Our aggregate liability to you arising out of or in connection with the Website shall not exceed £100.

4.3 Nothing in these Website Terms and Conditions will exclude or limit our liability in respect of: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation on our part or matters which it would be illegal or unlawful to exclude or limit, or to attempt or purport to exclude or limit, its liability.

4.4 For further information about your legal rights and how they may be affected by these Website Terms and Conditions including this section on our liability to you, we advise you to contact your local Citizens Advice Bureau.

5. Miscellaneous

5.1 These Website Terms and Conditions are a contract between you and us and form the entire agreement between us. No-one except us and you has any right to enforce these Website Terms and Conditions by virtue of the Contracts (Rights of Third Parties) Act 1999.

5.2 You may not transfer any or all of the rights granted to you under these Website Terms and Conditions to any other person.

5.3 All communications between us will be conducted in the English language.

5.4 We may revise these Website Terms and Conditions from time-to-time. Revised Website Terms and Conditions will apply to the use of this Website from the date of the publication of the revised Website Terms and Conditions. Please check this page regularly to ensure you are familiar with the current version.

5.5 If a provision of these Website Terms and Conditions is determined by any court or other competent authority to be unlawful and/or unenforceable, the other provisions will continue in effect. If any unlawful and/or unenforceable provision would be lawful or enforceable if part of it were deleted, that part will be deemed to be deleted, and the rest of the provision will continue in effect.