CLICK HERE To Choose The Right Boiler For Your Property

Terms and Conditions

Terms & Conditions

References in these conditions to ‘Electric Combi Boilers Company’, ‘ABCOT LTD’, ‘The Company’, ‘our’, ‘we’, and ‘us’ relate to ABCOT Ltd, registered office, Green Acres, Oakley Green Road, Windsor, SL4 4QF.

References to ‘Customer’, ‘the Customer’ and ‘you’ are references to the person to whom has purchased a product through www.Electric Combi Boilers Company.com or from Electric Combi Boilers Company.

The following terms and conditions constitute a distance only contract between ABCOT LTD trading as Electric Combi Boilers Company and the customer.

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

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

This contract is governed by the laws of England and Wales. If there is any dispute between us, it will be dealt with by the courts of England and Wales if your property is England or Wales, and by the courts of Scotland if your property is in Scotland.

Nothing in this contract affects our legal rights or powers. Nothing in this contract affects any of your statutory rights that cannot be excluded by law.

 

Sections of these Terms and Conditions

  • Section 1: Using our website and online shop, deliveries and refunds. 
  • Section 2: Installation 
  • Section 3: Post installation 
  • Section 4: Call-outs and Service calls 
  • Section 5: General terms and conditions 

Electric Combi Boilers Co. is a trademark of ABCOT UK LTD, is registered In England and Wales with company number 03397480. Electric Combi Boilers Co. has the following trademark registration numbers: UK00003308820 and UK00917979022.

Abcot UK Ltd is registered with the Information Commissioner’s Office and treats all information supplied by customers as confidential. Information passed on will only be done so to fulfil the obligations set out within these terms and conditions.

Electric Combi Boilers Company have Gas Safe registered engineers for all jobs that require a Gas Safe Registered engineer and Certified registered electrical engineers. Registration numbers can be provided upon request.

Trademarks and other intellectual property of the Company are protected and not to be replicated or reproduced.

Photographs and imagery of boilers and components are subject to copyright, with all rights reserved. The use of any photographs or imagery featured on this website or the company’s promotional assets without the written permission of Electric Combi Boilers Company is strictly prohibited. Any use of copyrighted imagery for commercial or personal purposes will be charged for, plus legal costs of the copyright owner and financial compensation for copyright infringement relating to commercial gains of the infringer or losses to Electric Combi Boilers Company or ABCOT UK LTD. To check the copyright status of imagery and photographs please send a message to contact@electriccombiboilers.co.uk.

 

SECTION 1

USING OUR WEBSITE AND ONLINE SHOP

 

1. The website

a. By using our website and online shop you agree to the Terms and Conditions placed by ABCOT UK LTD trading as ELECTRIC COMBI BOILERS COMPANY, also referred as “THE COMPANY”.

b. The Company will endeavour to keep the information on its website accurate and up to date.

c. The Company reserves the right to modify, change, alter or delete from its website any products, services or conditions at its sole discretion.

d. All information inputted by the customer into the website contact forms and online shop will be treated as confidential and won’t be passed on to any third parties unless specifically agreed to or required by law and in the terms established in its Privacy Policy.

 

2. Selecting an appropriate product

Electric Combi Boilers Company will make recommendations for boilers and accessories based on:

  1. Answers to our “Choose the best boiler for you” form.
  2. Online, email or phone quotation by one of the Electric Combi Boilers Company team members.

 It is the sole responsibility of the customer to ensure the boiler and accessories they select are suitable in terms of dimensions, power and performance. All the relevant information is listed for each boiler and accessory on our website.

Once the customer places an order via online checkout or by telephone, and the order is accepted by us, a contract between the customer and the Company will be formed and that contract will be subject to these terms and conditions and ‘contract’. If the customer does not agree to these Terms and Conditions, we request him/her to please not access nor use the Website. If the customer has any queries regarding these terms, please contact us.

You may not use the website for any commercial purpose. We reserve the right to make changes to any part of these Terms and Conditions from time to time, so please ensure you check the latest version. We may modify or withdraw the quoting and survey forms (or any part of them) temporarily or permanently, and we shall not be liable to you or any third party for any modification to, or withdrawal of, the platforms and you agree to use the platforms on this basis.

 

3. Installation Survey Form

a. The purpose of the online Survey Form is to provide customers with an estimated price for an electric boiler installation based on the information they enter about their property and current heating/hot water system.

i. Self-survey photographs: In the process of answering the Survey Form, the customer will be requested to upload or send photographs of their existing boiler, flue and other listed items. This process is automated. Help and guidance is provided on the upload link. If you are unable to upload the required photographs then alternatively these can be emailed to installation@electriccombiboilers.uk with your address and name as reference. If you are unable to provide photographs then you must inform us by contacting the office by phone or email.

ii. It is the sole responsibility of the customer to not upload irrelevant, inappropriate or offensive imagery. Such action may result in legal prosecution.

b.Customers will be presented with an ELEKTRA electric boiler and accessories  option tailored for the property. All installations undertaken by Electric Combi Boilers Company are performed by trained and certified engineers. Customers have the option to proceed with an offered package or purchase additional products or accessories as part of a bundle.

c. By placing an order for installation, the customer is confirming he/she is the owner of the property detailed in the quotation (or the email confirmation) or that permission from the owner has been granted.

d. The quotation and ordering processes provided are solely for the customer’s personal use. To place an order via the website or by phone the customer must be at least eighteen (18) years old.

  • If the customer wishes to proceed with the quotation provided then they will be able to arrange the requested installation date with our installation department. Once an installation date is chosen the customer will then be required to choose the payment method. 
  • Payment terms are agreed and secured prior to installation whether that be through credit/debit card, bank transfer. After this point, the order will be passed to the scheduling team and confirmations via email and/or telephone from the Electric Combi Boilers Company team will follow.
  • The customer needs to be aware that the quotations provided are only valid and fixed on the basis the data entered into the Survey Form was honest and accurate. If upon visitation of the property, any information provided by the customer is found to be false or inaccurate then your installation will be paused, the visiting engineer or a member of our team will contact you to provide a re quotation based on the correct information. If you choose to proceed with this quotation and appropriate provisions for payment are sought, then the installation would be able to proceed providing the engineer has all the materials and tools needed there and then, if not we’ll work with you to schedule a date for your installation. If you decide not to proceed, we’ll cancel your order and issue a refund subtracting the engineers survey fees.

4. Products in the Online Shop

  • Electric Combi Boilers Company offers a choice of products for its Customers selection. The company reserves the right to modify the offers and/or prices of products at its own discretion. The Company reserves the right to discontinue any product without prior notice.
  • Prices of products in the Online Shop are as is unless otherwise communicated by the company. The company reserves the right to offer different prices or discounts on products sold outside of the online Shop.

5. Bundles

Electric Combi Boilers Company offers a choice of BUNDLE OFFERS which Customers can select. The company reserves the right to modify the bundles, offers, prices of products at its own discretion.

6. Accessories

  • Thermostats/Controls

The company offers a range of thermostat/controls that can be used with our boilers. We recommend the following room thermostats as its efficacy has been proven over the years: CL.100, CL.200 and CL.300.

If the customer selects a smart thermostat then it’s important to understand that it is necessary to have a pre-existing Wifi and broadband connection to make full use of the smart features. If you don’t have Wifi or a broadband connection, we can still sell or install the product at your request. It is the responsibility of the Customer to connect, download and keep updated  the relevant smart phone app for the thermostat/control/boiler purchased, create an account and set up the product for smart features. For help doing this, please contact the manufacturer of the product. Replacement batteries (where applicable) are the Customers responsibility throughout the life of the product.

  • Limescale Reducers

Lime-scale reducers are designed to reduce limescale within the appliance. The limescale reducers we supply are Anti Scale Dosing Systems In-Line Scale inhibitors developed by our company.

If you are in an area of hard water (above 200ppm) then a scale reducer is strongly recommended for your appliances and it is a requirement for our warranty schemes. The scale reducer is designed to be installed under the boiler, in a practical location.

  • Non-Bypass filters

The non-bypass filters we supply have been designed and produced by our company. These filters offer 95%+ non-magnetic filtering in the first pass (In-House test results). The majority of the sludge in the system will be trapped by the sieve filter. Other magnet only filters in the market attract iron particles whereas the sieve filter will catch both the magnetic and non-magnetic particles. (only very fine particles will pass through the filter which is not harmful to the system). To have the boiler covered by the manufacturer’s warranty a non-bypass filter is required.

  • Isolators

We sell 63A rotary isolators. These are the ones recommended for 12kW boilers. Make sure the correct isolator  switch is used in your boiler’s installation as instructed by an certified electrician, installer or by the installation guidelines provided in your Boiler’s installation guide. If the boiler doesn’t have the correct isolator your ELEKTRA boiler warranty would be voided.

  • Discount codes

Electric Combi Boilers Company’s pricing structure is fixed, we may, however, from time to time run discount codes and promotional campaigns. Customers need to be aware that only one form of promotion or discount code can ever be applied at once, we’ll always apply the highest discount value to an order in these instances.

We do not match warranty or guarantee offerings that exceed those stated on our website.

7. Delivery:

Orders placed and paid before 2 pm (working day) will be processed on the same day. The customer can choose three types of delivery times: 

    1. Standard delivery:  3 -5 working days. The courier company will be in touch to arrange the delivery day with the customer.
    2. Next Day Delivery: for orders paid and processed before 2 pm Mondays to Thursdays. For a delivery ETA you can call us on the day of delivery.
    3. Saturday Delivery: For orders paid and processed on a Friday before 2 pm. For timed, or special deliveries, please call us on 0208 998 2024.

Prices vary for each type of delivery selected and also depending on  volume/quantity of products ordered.

– There are no Sunday deliveries. Orders placed on a Friday for a Next Day delivery will be delivered on the next working day (Monday). Orders placed during the weekends will be processed on Monday and delivered according to the type of delivery selected.

– Boilers are delivered on a pallet and signature is required at the time of delivery. It is recommended that there are two people available to receive the boiler due to size/weight. The courier company won’t bring the delivery inside of the property or upstairs.

– Deliveries are made between 9am-5pm (working day).It is the responsibility of the Customer to make arrangements to make the delivery possible.

– Missed deliveries will incur a rebooking fee equal to the price paid for the original delivery ordered.

8. Returns & Refund policy:

  • Boilers purchased from The Company can be returned within 30 days from the date of purchase for a refund minus any delivery fees.
  • The customer can return the boiler in any of the following ways:
  • By arranging  a return with the courier of their choice. Any cost incurred in returning the boiler is the responsibility of the customer.
  • By requesting The Company to arrange a collection for returned boilers, collection charges start from £100+VAT. To arrange a collection please contact us on 0208 998 2024.
  • By bringing the boiler to our warehouse located in Green Acres, Oakley Road,  Windsor, SL4 4QF.
  • Refunds will be subject to inspection and a 20% restocking charge will apply.
  • Boilers returned damaged or in unsellable condition will not be refunded.
  • Boilers that have been fitted and later want to be returned within 30 days from the purchase date can be accepted subject to inspection. 
  • If the boiler is deemed to be in working order then the return will be accepted and a refund processed minus a 50% inspection and restocking charge and any collection or delivery fees applicable. 
  • If the boiler is found to be damaged or in an unsellable condition no refund will be issued and the customer will be responsible for arranging the boiler to be collected from our warehouse. We can arrange redelivery upon request, in this case a redelivery charge starting from £100 + VAT will  apply. If the customer doesn’t want to have the boiler back, The Company will arrange for the boiler to be decommissioned and scrapped in accordance with all relevant local authority and/or Government guidelines. No financial compensation will be issued for any boiler that has been decommissioned or scrapped.

Version 1.2. Reviewed on 01/08/2022. GP. JN. LF.

 

Section 2

Installations by the Electric Combi Boilers Company

1. Obtaining a quote and the ordering process

The purpose of the online Survey Form is to provide customers with an estimated price for an electric boiler installation based on the information they enter about their property and current heating/hot water system. 

a. Self-survey photographs: In the process of answering the Survey Form, the customer will be requested to upload or send photographs of their existing boiler, flue and other listed items. This process is automated. Help and guidance is provided on the upload link. If you are unable to upload the required photographs then alternatively these can be emailed to installation@electriccombiboilers.uk with your address and name as reference. If you are unable to provide photographs then you must inform us by contacting the office by phone or email.

It is the sole responsibility of the customer to not upload irrelevant, inappropriate or offensive imagery. Such action may result in legal prosecution.

b. Customers will be presented with an ELEKTRA electric boiler and accessories  option tailored for the property. All installations made by Electric Combi Boilers Company are performed by trained and certified engineers. Customers have the option to proceed with a offered package or purchase additional products or accessories as part of a bundle.

c. By placing an order for installation, the customer is confirming he/she is the owner of the property detailed in the quotation (or the email confirmation) or that permission from the owner has been granted.

d. The quotation and ordering processes provided are solely for the customer’s personal use. To place an order via the website or by phone the customer must be at least eighteen (18) years old.

e. If the customer wishes to proceed with the quotation provided then they will be able to arrange the requested installation date with our installation department. Once an installation date is chosen the customer will then be required to choose the payment method. 

f. Full payment is secured in the following format, unless expressly offered otherwise in writing: 70% of the quoted price to commission the installation and the remaining 30% of the price upon completion of the installation. The payment formats are: credit/debit card or bank transfer. After this point, the order will be passed to the scheduling team and confirmations via email and/or telephone from the Electric Combi Boilers Company team will follow.

g. The customer needs to be aware that the quotations provided are only valid and fixed on the basis the data entered into the Survey Form was honest and accurate. If upon visitation of the property, any information provided by the customer is found to be false or inaccurate then your installation will be paused, the visiting engineer or a member of our team will contact you to provide a re quotation based on the correct information. If you choose to proceed with this quotation and appropriate provisions for payment are sought, then the installation would be able to proceed providing the engineer has all the materials and tools needed there and then, if not we’ll work with you to schedule a date for your installation. If you decide not to proceed, we’ll cancel your order and issue a refund subtracting the engineers call-out fees.

h. As standard with every installation, we offer a full 12 month workmanship warranty. This warranty covers any products, pipework or electrical equipment installed by the Company. The Company works proactively with both Customers and product manufacturers/suppliers in the event of an issue with parts or products provided to rectify the issue as quickly as possible. Sometimes faulty equipment needs refitting which can cause significant delays and inconvenience; the Company will do all that it reasonably can to minimize disruption to the household.

2. Items excluded from the workmanship warranty include:

  • Products not installed by us
  • Products not supplied by us
  • Existing products or components which the new boiler was fitted alongside, for example hot water tanks, zone valves, radiators or pre-existing pipework.
  • Drainage blockages or utility supply issues.
  • Décor or cosmetic repair.
  • Building fabric such as roof repairs, plaster, render etc.
  • Compensation for downtime.
  • Misuse of equipment, damage (accidental or deliberate).
  • Properties used for commercial purposes.
  • Interference by third parties.

3. In the event the Customer requests a visit to investigate or repair an issue and upon attending the property, no issue is identified or the issue was caused by Customer misuse, damage or third party interference then the Company reserves the right to charge a reasonable fee outlined below:

  • £150+VAT call-out (up to 3 hours work) for call-outs to properties located in a radius of 100 miles from our office in Windsor. For properties  100+ to 200 miles the price of the call-out is £200+VAT, for properties located 200+ miles from our office, the call-out price is £300+VAT. Authorization for call-outs 200+ miles are at the discretion of the company.
  • £60+VAT for each hour thereafter.
  • Parts at trade price + VAT
  • It is the Company’s policy to request a deposit before an engineer visits a property for a call-out.
  • Unless explicitly pre-agreed, the Company will not reimburse the Customer for third party appointed labour to rectify an issue, regardless of fault.
  • Electric Combi Boilers Company reserves the right to refuse or cancel any installation order.
  • The Customer (or their representative) must have complete control over the isolation of gas, water and electricity on the installation date. If safe isolation of all services is not possible then the installation may have to be postponed or cancelled and a refund issued subtracting the engineers call-out fees.
  • All costs and coordination to renew or repair isolation points are the responsibility of the Customer.
  • If, upon physical inspection of the site, it is determined that specialist equipment or a significant amount of extra work is required, then the Company will inform the Customer of any increase in costs prior to these costs being incurred. If the customer declines any extra equipment, work required or cost to facilitate the installation work they are entitled to a full refund minus a callout or cancellation fee.

4. Communication with customers

  • Throughout the process of booking and having your new boiler installed, Electric Combi Boilers Company will communicate with you both via telephone, email and by text message. There may of course be adhoc instances in which we will contact you with unforeseen important information. Electric Combi Boilers Company will share your contact and address information with your appointed installation engineer, should they need to make contact for any reasons including but not limited to; arrival time, access or technical queries. 
  • This information will no longer be accessible to engineers after your installation has been completed. Any information retained and how it is treated after that point falls under the responsibility of the appointed engineer.

5. Respect towards Electric Combi Boilers Company employees

a. We understand the nature of boiler installations and how it can be a stressful time, and an unwanted purchase – particularly in winter. We, however, will categorically not accept abusive or threatening behavior towards our staff through any contact channels. Should any of our team be treated in this manner, Electric Combi Boilers Company will cancel your order with immediate effect, incurring any relevant cancellation fees. Outside of the cancellation fee, a full refund and/or cancellation of any finance agreement will be provided by Electric Combi Boilers Company. Any serious instances of abuse or threats against our team will be reported to the relevant authorities.

b. The customer agrees to provide a safe and respectful workplace for any persons attending the installation address. Persons attending a property to carry out work connected with this contract will leave the property if rude, abusive or unsafe conditions are encountered. If this happens, it will be at the sole discretion of Electric Combi Boilers Company if a re-attendance is arranged and what the charge for such a re-attendance will be. In any event, no refund will be due from the Electric Combi Boilers Company to the customer if the site is vacated for reasons of safety, abuse or general rudeness.

6. Cancellations

You reserve the right to cancel your installation booking at any time prior to an installation being undertaken. To do so, we kindly request that you communicate this to Electric Combi Boilers Company at the earliest opportunity by telephone on 0208 998 2024 or email at contact@electriccombiboilers.uk .

 

7. Permits and permissions

  • Prior to any attendance by the Company, it is the Customer’s responsibility to secure any permissions, licences or permits that may be required to authorize the work such as consent from landlords, building managers, leaseholders and covenants relating to listed buildings or areas of conservation.
  • It is the responsibility of the Customer to ensure there is adequate vehicle parking for the engineer to park their van within 50 metres of the entrance to the property. Any charges for parking or permits are to be paid for and arranged by the Customer or reimbursed to the Company.
  • It is the responsibility of the Customer to undertake a party wall agreement with any neighboring properties where required in advance of the Company attending site to carry out work.8.

8. The installation process

  • Depending on availability the materials will either be delivered to the property via courier or the appointed installer may bring them. In some circumstances, the materials will arrive on site before the installer does. On the installation day the Customer should be aware that deliveries start from 7:30 am. Materials must be kept in a safe and dry place.
  • The existing system will be drained down where necessary and redundant materials will be carefully disconnected and removed from the site. 
  • The Customer’s old boiler will be decommissioned and removed. The new boiler will be installed on the wall, the pipes connected and the installer will discuss the final termination point with the customer on the day. If applicable, the fanned flue terminal will be carefully cut through the inside wall and sealed. Every care will be taken to minimize the disturbance of brickwork. 
  • The system will be charged with water and a flush will be completed using approved manufacturer products. Once the flushing process is complete, a corrosion proofer might be added to the system.
  • All wiring to the boiler, pump and controls (if applicable) will be carried out to current BS 7671 standards and surface installed.
  • The installer will test and adjust the boiler and controls and leave the system in good working order. The Installer will ensure that the Customer is satisfied with the work and that the Customer understands the controls, as well as carrying out the necessary safety checks.
  • The electric boiler will be commissioned, and relevant paperwork completed. The installer will demonstrate to the customer (or their representative) how to operate the new electric boiler, controls and accessories (if applicable).
  • Any redundant materials including but not limited to; the old boiler, packaging, hot water cylinder, storage tank & pipework will be removed as standard with every installation and disposed of or recycled in accordance with all relevant local authority and/or Government guidelines. If the Customer wishes to retain any of these materials, the Customer must inform the Company at the point of order. We will not be liable to return or reimburse material value for such items after the installation has begun. No financial compensation will be issued for materials removed.
  • The engineer will take pictures of the installed equipment for the Companies auditing process and for our own records. The engineer may also attend with other people including managers, supervisors, trainees or apprentices. From time to time, the company may use these images for marketing or promotional purposes.

General terms concerning Installations

  1. We have assumed that the Customer’s property is in a good state of repair and contains no structural defects or weaknesses. We will not be responsible for any damage caused to the Customer’s property as a result of any existing defects.
  2. Whilst all reasonable care will be taken by the Company, it accepts no liability for any damage to existing plaster work, decorations, flooring etc which may be consequent upon the carrying out of the work detailed. Cuts or holes made to allow for equipment will be made good but not permanently finished or re-decorated. Floorboards will be reinstated or replaced where necessary, but special and/or laminated floors cannot be permanently re-fixed. Any carpets which are lifted will be re-laid to the best of our operative’s ability, however, we cannot be held responsible for carpets which have been nailed or glued down. It should be anticipated that an amount of redecoration may be required, and this will be the customer’s responsibility and is not included in the price.
  3. We have also assumed that the existing heating and hot water pipework (not visible for inspection) will be of correct sizing and unaffected by blockages, incorrect falls or leaks. Access, repair and making good unsuitable pipework is the responsibility of the Customer.
  4. In the event that the existing pipework has a level of sludge and or scale which a chemical flush cannot remove and prevent the system operating efficiently, the Company will not be accountable for the new boiler’s performance. 
  5. It may be necessary to remove decorative coverings such as tiles, boxing in or boiler cupboards to access pipework, flues or other components required to complete the works. Whilst all care and attention will be paid when removing said items It is the sole responsibility of the Customer to repair, modify or replace these coverings once the installation is complete. 
  6. The Company accepts no liability for any materials used during the installation process having variations in size, colour, texture and general appearance. When matching materials (such as bricks and tiles) to existing materials which are part of the house, a close match is often not possible due to older products becoming obsolete and the effects of weathering over time. The customer agrees to make available their own materials, at their expense, at the time of the work taking place if they would like a specific material (such as a matching brick) to be used.
  7. Properties which are installed with specialist wall finishes such as render, timber, cladding, stone or specialist mortar products will be made temporarily weather tight and will not be sympathetic to the building’s fabric. Reinstatement of these specialist finishes are the responsibility of the Customer, no contribution will be made by the Company.
  8. It is not possible for the Company to determine if your shower and your new boiler will be compatible. The Company will not be liable if your existing shower is not compatible for any reason with the new boiler. There are circumstances where compatible showers may still leak or not function correctly with your new boiler due to failed seals, increased pressure or worn cartridges. Showers including repairs or replacements are the responsibility of the customer and are excluded from the contract in all circumstances.
  9. It is not possible for the Company to guarantee that your shower head/mixer is suitable to provide maximum efficiency of the boiler/hot water system. The company will not be liable for inferior performance of the hot water supply due to shower head/mixer issues.
  10. If new pipework is required to install your new boiler then the route for these pipes will be discussed with you prior to work starting. Pipework will need to be installed in a way which makes the most functional sense from an engineering point of view, not simply aesthetic. Pipework may need to be surface mounted and clipped in place. We will not bury pipework in the walls or floors. Boxing in pipework is the sole responsibility of the Customer.
  11. If your boiler is installed within a loft space, or you’ve selected to move it to your loft space as part of the contract then building control regulations stipulate that the loft space is accessible by a fixed ladder, a fixed walkway is installed from the loft entrance to your boiler with a minimum of 1 m2 of additional fixed boarding beneath the boilers location. There must also be a premiant light. All costs and coordination to bring the loft space to the relevant standard are the responsibility of the customer.
  12. Debris will be removed from site as part of the fixed price, but this does not include the removal of any dangerous/hazardous waste material such as asbestos which we become aware of before or during the installation. It is the responsibility of the customer to arrange for the safe removal and disposal from site at their own expense and to provide the Company with a Clean Air Certificate as proof this work has been completed. We may halt an installation if a dangerous or hazardous substance is identified during the works. The installation will only resume once the dangerous or hazardous substances have been removed.
  13. Sometimes products or raw materials may not be available as illustrated on the Companies website. With the exception of the boiler itself, some products may be substituted for items of equivalent regulatory standards. These items are limited to – chemicals, standard controllers/thermostats, scale reducers, pumps and valves.
  14. Whilst every effort is made to ensure the delivery and installation timescales agreed during the ordering process are met, The Company reserves the right to delay installation without Customer compensation for example – material shortages, supplier delays, sickness, fires, strikes, illness, severe weather, terrorism, war and any other causes beyond the control of the Company interfering with its execution or completion of the contract. Time shall not be deemed to be the essence of the contract. The Company is not liable for any loss of profit, loss of business, business interruption, loss of salary or holiday entitlement should delays occur.
  15. Sometimes things do not go to plan with the installation of new equipment. The Customer agrees to give the Company and its engineers reasonable opportunities to put things right by providing access to the installation address and time to remedy any faults or problems. In addition to this, the customer undertakes to minimize or avoid any losses it may suffer as a result of the actions (or non-actions) of the Company or the appointed Engineer. If remedial works are required, in the first instance your original installing engineer will return to rectify the issues. In the case of a recurring fault, the Company reserves the right to send an alternative engineer from our network at our sole discretion.
  16. If your boiler’s flue (horizontal or vertical) cannot be accessed with standard 2 m ladders or if obstacles such as conservatories, extensions or ground obstructions prevent safe access then specialist access equipment may be required such as fixed scaffolding or platforms. The Customer accepts that the Company cannot jeopardize the safety of engineers attending, and suitable access equipment may be required for which the Customer will pay directly for or will reimburse the Company. All costs will be discussed prior to starting work and the Customer reserves the right to cancel and request a refund if they do not wish to pay for specialist access equipment. The Customer should be aware that there may be delays in arranging and erecting specialist equipment.
  17. We have assumed that your existing radiators, valves and external components are in serviceable condition. Replacement or renewal of existing external components are excluded from the contract.
  18. We will make every effort to clean the workspace and to leave the property in a satisfactory state however, Customers must be aware that over a short period following installation dust may settle on surfaces and provisions for additional cleaning may be required.
  19. Combi boiler replacements
  • A combination boiler system in some circumstances is likely to provide a lower hot water supply flow rate than a conventional system. This is exaggerated when two hot supplies are used at the same time. The Company recommends, if you have a shower fitted within the property, you consult with the shower manufacturer to confirm that it will be compatible with a high-pressure system and will not leak. 
  • When reconnecting existing or smart controls to new boilers we have assumed that the existing controller is in serviceable condition, can be re-connected to regulatory standards and is compatible with the new boiler. Any costs to replace or procure replacement parts for existing controllers are the responsibility of the Customer.

20. Regular/system replacements

  • We have assumed that any external components which are not included in the quote price are in serviceable condition and meet current regulatory standards. All costs to renew or replace components such as hot water cylinders, header tanks, pumps, zone valves and controllers are the responsibility of the Customer unless falling part of an optional upgrade package.
  • We are capable of converting regular boilers to system boilers.
  • In rare circumstances where your hot water is gravity fed or you have no independent control over your hot water and heating then it is not possible to install a modern boiler without upgrading several additional components to meet current building control standards. If you didn’t select to upgrade these components and upon arrival, we identify your system components require upgrading then we’ll provide a cost to do so or you are entitled to cancel your order and request a full refund minus a call-out charge.

21. Converting to a combi boiler

  • When installing a combi boiler part of the installation process includes sealing your central heating system, hot water system and any previously tank fed cold water pipework and appliances. The feed and expansion cistern will be removed and the water pressure within the system raised above “atmospheric”. Occasionally the higher working pressures associated with this type of installation may exacerbate any existing/past leaks and can cause new leaks to appear.
  • Where possible we will access and repair and leaks on pipework during the installation process, we will isolate any leaking radiators. The Company is happy to re-attend on one further occasion for up to 3 hours total free of further charge to identify and rectify leaks on pipework done by our engineers. Making good décor, fixtures and fittings following a leak is the responsibility of the Customer. The Company will not assume responsibility for damages due to a leak.
  • If you’re converting to a combi boiler from a back boiler, the cost of relocating your boiler to a suitable area of your home is included in your quoted price. Our technical team and the engineer on the day will discuss the location of your new boiler. For technical reasons it isn’t always possible to accommodate installing the boiler in a specific requested location. If we are unable to reach an agreement on the routing of pipework or location of the new boiler then you’re entitled to cancel your order and request a full refund subtracting the engineers call-out fees.
  • When converting from a back boiler to an electric combi boiler the Customer must be aware that the fire which covers the back boiler will no longer be functional. This can be removed and recycled at the customer’s request. Once the back boiler and fire are removed there will be an exposed chimney cavity. Making good this cavity including décor is the responsibility of the Customer. Unless agreed otherwise by The Company.
  • If you’ve selected to reconnect your existing control to your new combi boiler then they must be in working order and compatible with a combi boiler. Customers must be aware that some controllers including HIVE are boiler type specific and may need additional components to be fully compatible. Sourcing and paying for these components are the responsibility of the Customer.

 

Version 1.2. Reviewed on 01/08/2022. GP. DK. KM. LF.

 

Section 3

Post installation

  1. Warranties, guarantees and compliance documentation

a. When one of our engineers does the installation we will register the boiler, controller and accessories with the manufacturer of the products directly. Details or warranty duration will be specified on your order and outlined below. Some warranties (excluding the boiler) are parts only.

b. You will receive by email a Warranty Certificate with the starting and ending date of your Elektra Electric Boiler warranty.

c. Once your boiler and relevant accessories have been installed, they are covered immediately by the manufacturer. In very rare occasions, new products may not function correctly when first installed. Manufacturers have strict QC processes however; parts can become dislodged in transit causing a zero hour failure. The Customer needs to be aware that in the event of a zero hour failure, the manufacturer will be required to attend site to repair the product, we cannot replace the product. We will liaise with the manufacturer to arrange the soonest possible date to attend and repair the product.

d. If you experience an issue with your boiler during the warranty period, you will need to contact us to diagnose the boiler and/or arrange a visit. Your boiler comes with a standard 2-year warranty period (this can be up to 5 years for the SMART electric boilers range, conditions apply). For Standar ELEKTRA boilers only, the standard 2-years warranty can be extended to 3 years if the installation is carried out by one of The Company’s engineers. If you experience an issue with an accessory that’s not part of the boiler you will need to contact the manufacturer to arrange a visit.

e. If your product comes with a parts only warranty and you are beyond the 12 month workmanship warranty offered by the Company then you’ll need to arrange a call-out with our company or a third party engineer to attend site to install the parts. If you choose to book a call-out with us, a standard call-out charge will apply.

f. The contact number and warranty/guarantee duration are listed below:

  • Electric Boiler: Specified on order, product dependent.
  • Standard Elektra Combi Boilers: standard 2 years warranty. If the boiler is installed by one of The Company’s engineers an extra year of warranty can be added. The Company offers an Extended Warranty Annual Insurance Plan once the boiler’s standard warranty ends, terms and conditions apply, visit the Company’s website or contact for more information.
  • SMART Elektra Combi Boilers: 2 years standard warranty extendable to 5 years subject to service call on year 2 and year 4 from the installation date. The Company offers an Extended Warranty Annual Insurance Plan once the boiler’s standard warranty ends, terms and conditions apply, visit the Company’s website or contact for more information.
  • Boiler filter: 12 month warranty on all filters.
  • Controllers: 12 month parts only warranty.
  • Misc components:
    • Replacement pumps – 1 year warranty (unless stated otherwise).
    • Replacement zone valves – 1 year warranty (unless stated otherwise).
    • Scale reducers – 1 year warranty (unless stated otherwise).
  • 12 month workmanship warranty
    • As standard with every installation, we offer a full 12 month workmanship warranty. This warranty covers any products, pipework or electrical equipment installed by the Company. In some instances, we may instruct the manufacturer of the faulty product to complete on site repairs. The Company works proactively with both Customers and product manufacturers/suppliers in such circumstances to rectify the issue as quickly as possible. Sometimes faulty equipment needs refitting which can cause significant delays and inconvenience; the Company will do all that it reasonably can to minimize disruption to the household.

g. Items excluded from the workmanship warranty include:

    • Products not installed by us.
    • Products not supplied by us.
    • Existing products or components which the new electric boiler was fitted alongside, for example hot water tanks, zone valves, radiators or pre-existing pipework.
    • Décor or cosmetic repair.
    • Building fabric such as roof repairs, plaster, render etc.
    • Drainage blockages or utility supply issues.
    • Compensation for downtime.
    • Misuse of equipment, damage (accidental or deliberate).
    • Properties used for commercial purposes.
    • Interference by third parties

h. If in the event the Customer requests a visit to investigate or repair an issue and upon attending the property, no issue is identified or the issue was caused by Customer misuse, damage or third party interference then the Company reserves the right to charge a reasonable fee outlined below:

    • £150+VAT callout (up to 3 hours work) for callouts to properties located in a radius of 100 miles from our office in Windsor. For properties  100+ to 200 miles the price of the callout is £200+VAT, for properties located 200+ miles from our office, the callout price is £300+VAT. Authorization for callouts 200+ miles are at the discretion of the company.
    • £45+VAT for each hour thereafter.
    • Parts at trade price + VAT.

i. It is the Company’s policy to request a call-out fee deposit before attending the site. 

j. Unless explicitly pre agreed the Company will not reimburse the Customer for third party appointed labour to rectify an issue, regardless of fault.

k. The energy consumption on the property will be directly correlated to the usage of all the electrical appliances in the property, how well insulated is the property, the heat-loss prevention measures applied and how well they are observed by the property occupants. Because of the different energy tariffs currently in the market, the cost of energy consumption in any particular property will vary and The Company cannot provide an accurate estimation of energy usage and cost of any singular property.

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

Version 1.2. Reviewed on 01/08/2022. GP. DK. KM. LF.

 

Section 4

Service Calls and Call-outs Policy

Our ELEKTRA electric combi boilers and the products and accessories we offer have reliability and efficiency at their core. 

We offer online support where you can access hints and tips and troubleshooting at any time, in order to help your electric boiler stay in good working order.You can access our Maintenance & Support online at www.electriccombiboilerscompany.com/support

 You also can request support via telephone by calling on 0208 998 2024 or via email at contact@electriccombiboilers.uk. Our offices and lines are open 9am to 5pm Monday to Friday, we are closed on weekends and bank holidays.

1. Telephone and online support

  • If there is a problem with the operation or functioning of your ELEKTRA electric combi boiler equipment  and the online resources don’t help you solve the issue, please contact us. 
  • STANDARD ELEKTRA boilers: We will try to resolve the problem remotely. A member of our team will guide you through some checks and solutions depending on the problem or error you find. We might ask you to send a picture or video of the boiler, the boiler’s screen, the main electric consumer’s unit. We might answer your support request via a phone call, an email, a text message or a WhatsApp message, however if we are unable to resolve the problem, we will recommend an onsite visit from one of our engineers or an approved engineers to get your electric boiler working correctly again.
  • SMART ELEKTRA boilers: these boilers have a built-in smart feature. As long as your boiler is connected to the internet and you give us your boiler ID number we can connect to the boiler and diagnose the problem remotely. We will try to resolve the problem remotely. A member of our team will guide you through some checks and solutions depending on the problem or error you find. We might ask you to send a picture or video of the boiler, the boiler’s screen, the main electric consumer’s unit. We might answer your support request via a phone call, an email, a text message or a WhatsApp message, however if we are unable to resolve the problem, we will recommend an onsite visit from one of our engineers or an approved engineers to get your SMART electric boiler working correctly again.

2. ON-SITE Visits: call-outs

a. Coverage area: The Company covers a radius of approx 100 miles from our office in Windsor, Berkshire. Call-outs for properties located  over 100 miles from Windsor are to be approved by The Company and will incur in extra fees.

b. Where an onsite visit (Call-out or Service Call) is approved, we will organize an engineer visit at your convenience or as soon as a calendar spot is available. Onsite visits will take place during normal working hours which are  9 am to 5 pm, Monday to Friday (with no coverage on weekends or bank holidays) on a date agreed with you. 

c. You are required to provide telephone contact numbers and/or email address to help us arrange your appointment. The engineer will endeavour to contact you 30 minutes prior to your appointment to give you notice of their arrival. If the engineer cannot attend your home on the agreed time or date, they will contact you as soon as is reasonably practical to arrange an alternative date. 

d. The Call-out or Service Call may include repairs and further maintenance checks carried out on your boiler equipment. The Call-out or Service Call fee does not include any parts or further repairs that might be required. If a required spare part is unavailable, the Company will arrange with you a mutually convenient time to return and complete the work.

e. Call-out or Service Call fees are: 

  • For distances up to 100 miles from Windsor: £150+VAT 
  • For distances over 100 miles from Windsor: £200+VAT
  • For distances over 200+ miles from our office, the call-out price is £300+VAT. Authorization for call-outs 200+ miles are at the discretion of the company.
  • Parts at trade price + VAT.
    1. Cancellation fee: £50 + VAT.

f. It is the Company’s policy to request the Call-out fee or Service Call deposit to secure the booking and before attending the site.

g. Your Call-out or Service Call date, once selected, it’s reserved for one hour. To confirm the booking, the payment needs to be finished by the customer within the one hour time period. If the customer does not complete the payment process within an hour, the Company cannot promise the chosen date can be reserved and reserves the right to only offer an alternative booking slot.

3. PAYMENT:

a. You can pay the Call-out or Service Call fee by credit/debit card over the phone or a member of our team can provide you with a Secure Payment link to do so from your phone, tablet or computer. The Electric Combi Boilers Company accepts all major credit/debit cards, excluding American Express. Should you choose this as your preferred method of payment upon checking out – the payment for the Call-out or Service Call will be processed at that point. No further amounts will be charged to your card unless requested and agreed to by yourself and all details will be stored under the GDPR act. All card transactions are processed securely through our payment merchant.

b.  If in the event you request a visit to investigate or repair an issue and upon attending the property, no issue is identified or the issue was caused by misuse, damage or third party interference then the Company reserves the right to charge a fee as outlined in Clause E.

c. Unless explicitly pre agreed the Company will not reimburse the Customer for third party appointed labour to rectify an issue, regardless of fault.

d. If you are unable to provide the engineer with access to your home on the agreed date, you must contact us as soon as reasonably practicable and at least by 12 noon on the day before the appointment in order to arrange an alternative date. If the engineer has no access to the property upon arrival, the Service Call will be charged. Cancellations on the date of the appointment might also incur charges.

e. Prior to any attendance by the Company, it is the Customer’s responsibility to secure any permissions, licences or permits that may be required to authorise the work such as consent from landlords, building managers, leaseholders and covenants relating to listed buildings or areas of conservation.

4. CONDUCT:

During the Service Call the customer agrees to provide a safe and respectful workplace for the engineers attending the service call address. The engineer will leave the property if rude, abusive or unsafe conditions are encountered. If this happens, it will be at the sole discretion of Electric Combi Boilers Company if a re-attendance is arranged and what the charge for such a re-attendance will be. In any event, no refund will be due from the Electric Combi Boilers Company to the customer if the site is vacated for reasons of safety, abuse or general rudeness.

5. SAFETY:

If our engineers find that your heating equipment is unsafe (and, if relevant, it cannot be immediately repaired) they’ll label it and with your permission condemn it (and disconnect/isolate it) and it must not be used again until the fault has been corrected. This is extremely important for the safety of those at the property.

6. CANCELLATION:

You reserve the right to cancel your service call or call-out booking at any time prior to a call-out being undertaken. To do so, we kindly request that you communicate this to Electric Combi Boilers Company as soon as reasonably practicable and at least by 12 noon on the day before the appointment by telephone on 0208 998 2024 or email at contact@electriccombiboilers.uk.

Service Call or cancellations done the same day they are booked for might incur in cancellation fees.

7. Your responsibilities

  • All information you give must be true, factual and not misleading. 
  • Your boiler and heating equipment must have been installed and used in accordance with the manufacturer’s instructions. 
  • If your boiler or heating equipment breaks down or malfunctions, you must take reasonable steps to limit damage, e.g. stop using it if this is likely to cause further damage.
  •  You must pay the fees when they fall due.
  •  You must arrange any work required to ensure your boiler and heating equipment is accessible, compliant with all relevant safety standards and safe to work on (as determined by our engineers). We will not do any work where these standards are not met.
  • You must ensure a suitable adult is home for when you have booked the call-out or service call. If our engineers are not able to carry out the service/onsite visit because no one is home, you may be charged a call-out fee. 
  • You must ensure your home is a smoke free environment during an engineer’s visit, to protect the health and safety of the engineer. 
  • General exclusions: 

8. The following are excluded from the Company’s responsibility:

  • Modifying or making a heating equipment comply with legislation or making it safely accessible. 
  • Any problem with the supply of electricity, gas, water, broadband or broadcast content. 
  • Costs or loss arising from not being able to use your heating equipment (e.g. buying temporary heaters or loss of earnings), or incidental costs caused by breakdown or repair (e.g. costs to remove or reinstall built-in or fitted equipment). 
  • Any hotel stay or alternative accommodation arrangements cost.
  • Damage to your premises or any other property or possessions.
  • Any loss, damage or impairment to functionality caused by neglect. 
  • Any loss, damage or impairment to functionality caused by: earthquake, flood, lightning, fire, wind, humidity, weather conditions, salt spray, storm or other natural events or catastrophes, abnormally high or low temperatures, plumbing problems, corrosion, chemical exposure, radiation, explosion, sabotage, terrorism, insurrection, revolution, war, riot, armed conflict, civil commotion, rebellion, man-made events or catastrophes or technological hazards (such as computer viruses or date-change faults). 
  • Repairs or modifications, where not approved by either us or the equipment or part manufacturer. 
  • The cost of replacing any consumables (such as external fuses, batteries, fuel). 
  • The cost of replacing any accessories (such as attachments, cables and cable joints, plugs, light covers, filters, removable parts, catalytic panels, external piping, starter connections and straps).
  • Data loss or corruption, installing, modifying and upgrading software, the resolution of any software interface problems.

9. Special exclusions

In addition to the ‘General exclusions’ above, the Company does not provide care for the following: 

  • Any work arising from hard water limescale deposits (i.e. calcium).
  • Sludge or blockages (including carrying out a powerflush) or clearing, replacing or repairing magnetic filtration devices. 
  • Normal operation or adjustment of the heating equipment controls (except following a repair under warranty). 
  • Any water pressure adjustments on sealed systems, the clearing of airlocks or the balancing and venting of radiators.
  • Work on anything not part of the boiler equipment, for example inaccessible or non-visible pipework, energy management systems, unvented pressurized cylinders, convector heaters, kick space heaters, curved radiators (for bay windows etc), towel heaters/rails, underfloor heating, heat pumps, shower pumps, immersion heaters, solar panels, fuel lines to the boiler and the flue systems from the boiler, the cold water supply tank, its feed or outlet, taps, any pipework, controls or other parts associated with any of these items. 
  • Work on non-standard visible pipework (i.e. greater than 35mm in diameter). 
  • Work where the removal or disturbance of hazardous material (e.g. asbestos) is required. 
  • Work on internet connected heating control equipment (such as Hive or Nest) with the exception of the SMART in-built controls of the ELEKTRA SMART boiler.
  • Any part of your boiler and controls which directly supplies a swimming pool.
  • Bleeding excess system pressure. 

Section 5

GENERAL CLAUSES

1. How to complain

If you wish to make a  complaint or you are unhappy with the service provided, please contact our Customer Services Team via phone call, email or text message at:

  • Telephone: 0208 998 20241

If you are not satisfied with how we respond you can then ask the Consumer Ombudsman to review your case. They can be contacted at: Consumer Ombudsman, PO Box 1263, Warrington WA4 9RE, on their website www.consumer-ombudsman.org or by email at: complaints@consumer-ombudsman.org

2. Changes to the terms and conditions

We may modify or replace these terms and conditions in order to: 

  • comply with the law, regulations, industry guidance or codes of practice; 
  • rectify errors or ambiguities; and
  • reflect changes in the scope or nature of the service provided to you. 

We will publish on our website our terms, conditions or policy and any change that could affect rights or obligations will be provided with a brief explanation of such changes. The new terms and conditions will take effect from the date specified in the online publication.

3. Your information

a. What we do with your information: At the Electric Combi Boilers Company, we want to reassure you that we use your information both responsibly and securely to provide you with the best possible service. Below we explain what we do with your information and your rights to your information. If you would like any further details you can get in touch with us using the contact details below or visit our website (www.electriccombiboilerscompany.com). 

b. Using your information

The Electric Combi Boilers Company (“we”) is the “data controller” of your information. We process two sets of information about you, “Personal Information” (your name, address, contact and payment details) and the “Goods Information” you provide to register your appliance or device (your name, address, contact and goods details).

We’ll use your information: 

    • as necessary to fulfill our contract with you (including to recover any amounts owing);
    • for our legitimate interests in: undertaking marketing (about our products and services and those of our third party partners) by post, telephone, email and/or other electronic messaging services; market research; customer surveys; printing services; checking and verifying your identity and contact details; recording your conversations for training, quality and compliance purposes; and for analytics and profiling for marketing purposes; detecting and preventing crime, including fraud; and
    • where required to do so by law. 
    • We may also ask for your consent to some uses of your information. 

c. Sharing your information 

The Electric Combi Boilers Company is part of the ABCOT UK LTD group of companies. From time to time your Personal Information and Goods Information may also be shared with other members of the ABCOT UK LTD group of Companies and other future members of the Group whose details we will notify to you, where applicable and with companies acting on our behalf or providing services (e.g. companies we might use to carry out repairs, replacements, IT & mailing services, storage of paper records and telecommunications). The companies of the Group will process your Personal Information for their legitimate business interests (including marketing and analytics) in accordance with their privacy policy. 

c. Keeping your information

    • We keep your Personal Information for six years after your call-out or service call so that we can deal with any claims. Your goods information we keep for a bit longer, normally 10 years (a reasonable expectation of average product ownership) for health and safety. 
    • We also keep your information to send you marketing that you might be interested in, unless we receive a request from you to opt-out of marketing. 

d. Rights to your information 

    • By writing to the Data Protection Officer using the contact  details provided below, you have the right to ask us: 
    • for a copy of the Personal Information we hold about you;
    • for a copy of the Personal Information you provided to us to be sent to you or a third party in a commonly used, machine readable format;
    • to update or correct your Personal Information to keep it accurate;
    • to delete your Personal Information from our records if it is no longer needed for the original purpose; and
    • to restrict the processing of your Personal Information in certain circumstances.

And you may also: 

    • object to us processing your Personal Information – in which case we will either agree to stop processing or explain why we’re unable to; and
    • where we rely on your consent, withdraw that consent at any time.

Please note that the above rights are not absolute and certain exemptions apply to them. You can also make a complaint to the Information Commissioner (www.ico.org.uk) if you feel your Personal Information has been mishandled. 

4. Marketing

We, along with other members of our Group may use your information to tell you about any offers, products or services which may be of interest to you. 

We may contact you by post, telephone, email and/or other electronic messaging services. 

To change your marketing preference, let us know by emailing contact@electriccombiboilers.uk or by writing to us using the contact details provided below. 

5. Contact Details

  • If you need to contact us about your information or your information rights, or to see a copy of our Clauses, please write to: 
  • Data Protection Officer, Electric Combi Boilers Company, Green Acres, Oakley Green Road, SL4 4QF, Windsor.
  •  Exclusion of third party rights 

The terms and Conditions of this policy are only for your benefit. No rights or benefits will be given to any other third party. 

 

6. Governing law and statutory rights 

We will communicate with you in English and English Law will apply unless we agree otherwise with you. Nothing in the conditions will reduce or affect your statutory rights; for further information about your statutory rights contact the Citizens Advice Bureau: www.adviceguide.org.uk or 0345 404 0506.

 

v1. Made by LF on 30/07/2022.

Version 1.2. Reviewed on 01/08/2022. GP. LF.

 

wpChatIcon