Terms & Conditions

Terms and Conditions for Ecofueled Ltd

Please read these terms and conditions carefully.  They contain the terms under which we, Ecofueled Ltd, make our services available to you.

Ecofueled Ltd is a private limited company registered in England and Wales under company number 14316886The address of our registered office is141 Clarendon Road, Broadstone, England, BH18 9HU.  We are heating engineering and plumbing specialists and we offer services to consumer customers which may include any domestic heating and plumbing works.

You can find everything you need to know about us and our services on our website www.ecofueled.co.uk or from our sales staff, both before and after you make an order. We also confirm the key information to you in writing in our quotation to you and after you order, generally by email, online (including by smart phone or other device) or on paper in the post.

You agree that, by accessing our website and/or ordering any services (and related products if applicable) from us, whether online, by phone or in person, that you will be bound by these terms and conditions. 

  1. Initial contact, our quotation, the contract and payment

a. When you contact us, normally by phone, email or completion of a web-form on our website, we will ask you what services you need and for your specific requirements.  

b. We will provide you with a written estimate, or quotation, for the services you require (“the Work”), normally sent to you by email. It may be necessary for us to visit you to give you an accurate quotation or to ask you to provide us with photographs. Quotations are valid for 30 days from the date of issue and we reserve the right to revise a quotation if you do not accept it within 30 days from the date of issue.  

c. If you accept our quotation (which you do by informing us that you wish to accept it in writing, including email, otherwise online or via any handheld device which supports electronic signature) then we will book the Work for a date (or dates) that is/are mutually convenient. If you need the Work to take place on a specific date or dates we will try to accommodate you.

d. At this point there is a contract between you and us for the supply of services to you i.e. to perform the Work for you in accordance with the terms of the quotation and these terms and conditions.

e. Depending upon the nature of the Work involved, we may take a deposit from you, by direct bank transfer (to the bank account details in our quotation) or by credit or debit card (usually done over the telephone).  This may include an amount for a custom piece of equipment which we may need to order from our own suppliers.

f. The quotation will state if there is a requirement for a deposit, so that you can budget in advance of the Work being undertaken. Any deposit may be for up to 25% of the total amount of the quotation for the Work (including VAT). In addition, we may ask you for interim staged payments if we are purchasing materials on your behalf as part of the Work or if we are obliged to pay subcontractors.  We will use our best endeavours to set this out in the quotation but if it only becomes apparent that interim stage payments will be necessary then we will let you know as soon as we can in writing.

g. We reserve the right to refuse or decline to undertake any work, for example if we do not have capacity or if we believe it is outside the scope of the services we normally provide.

h. We reserve the right, at our absolute discretion, to choose the tradesperson/tradespeople who will represent us to perform the Work, but they will all be qualified to perform their tasks.

i. We have a minimum fee for our services, together with hourly rates for some work, of which you will be advised at the time you ask us for a quotation or to carry out services for you. Emergency call-outs which are not provided under an existing written quotation will be charged at our emergency call-out rate of which you will be advised when you contact us.

j. If the rate of VAT changes between our quotation, your acceptance and the date we supply the services or related product(s), we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

k. Our quotations may also vary from the eventual price you are charged if the price of materials, goods or transport changes, but you agree you will pay these increased costs (if any) unless they represent more than 10% of the original quotation price, in which case you may have a right to cancel the contract for services prior to the commencement of the Work and before any materials or goods are ordered on your behalf by us.

l. All of our invoices are payable by you within 5 business days upon completion of the Work. If you do not pay within this period, we reserve the right to charge interest on the overdue amount at the rate of 4% a year above the Bank of England base rate from time to time. This interest, if charged, accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.

2. Changing your mind

a. If you ordered services or bought products online, or over the telephone, you have a legal right to change your mind. To let us know you want to change your mind, please contact us by phone or email.

b. You can’t change your mind about an order for services once these have been completed and likewise if customised goods have been ordered for you then we may have to charge you for those even if you change your mind.

c. If you change your mind about a service ordered online or over the telephone you must let us know no later than 14 days after the day we confirm we have accepted your order, but prior to its performance.  If you inform us later than this then we reserve the right to charge you for our actual costs incurred and for any materials purchased for you for the Work. Please see clause (d) below which talks about what happens to your deposit in this eventuality.

d. You have to pay for services you receive, and Work done by us, before you change your mind. We will only refund any deposit you have paid to us before cancellation, as long as we have neither started the Work nor incurred costs on your behalf.  If we have started the Work or incurred costs on your behalf then we reserve the right to make a charge for services and/or materials, which will be deducted from your deposit.

e. If you have an annual contract with us (for example for a boiler maintenance plan) then that contract will specify when and how you can terminate it.

f. If we have agreed a date for the Work but you cannot make it and need to reschedule, then we will do our best to accommodate you. Likewise, if we are unable to make a specific date due to reasons beyond our control, you agree that we may reschedule with you to another mutually convenient date. Any such rescheduling will not entitle either you or us to cancel the contract for the Work, subject to the other provisions of these terms and conditions.

3. The Work we carry out

a. We will perform the Work, comprising the services set out in our quotation, during our normal operating hours which are 8.00am – 5.00pm Monday to Friday.  If we agree with you to perform Work outside of these times then we reserve the right to make an additional charge.

b. If you would like us to perform additional services to those in the quotation, or you wish to amend or modify those services, then you must tell us, normally in writing including email. If we agree to such additional or amended or modified services, we reserve the right to charge you for any applicable additional costs and may issue you with a revised quotation which we will ask you to accept prior to such additional or amended services being provided.

c. You will grant us reasonable access to your property and utilities (meaning water, gas and electricity) at all relevant times in order for us to be able to carry out the Work. Any additional costs we incur because of a lack of one or more of the property’s utilities will be for you to pay.  We also reserve the right to postpone or cancel the contract for the Work if the lack of utilities makes it impossible for us to carry out the Work. 

d. It is your responsibility to obtain in advance of the Work any necessary consents or permissions for the Work, at your cost, including, without limitation, building regulation, planning, landlord, neighbour, parking and mortgagee consent. We will not be liable for any loss you or any other party suffers as a result of any failure of yours to obtain any necessary or advisable consents.

e. If it becomes apparent to us that hazardous material is at your property (for example, asbestos), then we reserve the right to cease the Work until such hazardous material is removed, for health and safety purposes. Our quotations do not generally include the removal of hazardous material but we may be able to arrange for its specialist removal at your cost, failing which we reserve the right to postpone the contract for the Work until such time as the property is free of hazardous material or to cancel.

f. We’re not responsible for the removal of any waste matter following the Work unless by arrangement with us (or unless included in our quotation) and for which we will charge.

g. We’re not responsible for delays outside our control.  If our supply of services to you is delayed by an event outside our control, such as a postal strike or lockdown due to pandemic (for example if we are waiting for delivery of a part or a boiler or radiator), we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial you can contact us to end the contract and receive a refund for anything you have paid for in advance, but not received. 

4. What if something goes wrong with the services (or products) supplied by us?

a. If you think there is something wrong with your product or the services we have supplied you, please contact us by phone or email.

b. We honour our legal duty to provide you with services that are provided with care and skill and to a professional standard and with products that are as described and that meet all the requirements imposed by law.

c. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that you have several options for resolving disputes with us.

Summary of your key legal rights

If your product is goods, for example a boiler, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. This will normally be covered by a manufacturer’s warranty. During the expected lifespan of your product your legal rights entitle you to the following:

  • Up to 30 days: if your goods are faulty, then you can get a refund. 
  • Up to six months: if your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases. 
  • Up to six years: if your goods do not last a reasonable length of time (which may well be less than 6 years depending upon the goods and how they are used) then you may be entitled to some money back.  

If your product is services, for example the installation of a boiler or fitting of new radiators the Consumer Rights Act 2015 says:

  • You can ask us to repeat or fix a service if it’s not carried out with reasonable care and skill, or get some money back if we can’t fix it.
  • If a price hasn’t been agreed upfront, what you’re asked to pay must be reasonable.

If a time hasn’t been agreed upfront, it must be carried out within a reasonable time.

5. You have several options for resolving disputes with us

a. We will do our best to resolve any problems you have with us, our services or products supplied to you by us.  Contact us in the first instance and we will try to resolve this amicably and using our internal processes.

b. Resolving disputes without going to court:alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. You can submit a complaint to UtilitiesADR, a service for consumers wishing to resolve issues within the heating and plumbing profession if you have exhausted our internal complaint system. This is a free service to consumers and their website is https://www.utilitiesadr.co.uk/. UtilitiesADR does not charge you for making a complaint and if you’re not satisfied with the outcome you can still go to court.

c. You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

6. We can end our contract with you

We can end our contract with you for a product and claim any compensation due to us if:

a. you don’t make any payment to us when it’s due and you still don’t make payment within 14days of our reminding you that payment is due;

b. you don’t, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the services, for example, any information reasonably relevant to the supply to you of our services;

c. you don’t, within a reasonable time, allow us access to your property to provide the services to you.

7. We don’t compensate you for all losses caused by us or our products

a. We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:

Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in law, the loss was unforeseeable).

Caused by a delaying event outside our control. This means we have tried to, for example, attend at your house to carry out works you have scheduled with us but a localised flood in your area prevented us accessing your property.

Avoidable. Something you could have avoided by taking reasonable action.

A business loss. It relates to your use of a product or the product of our services for the purposes of your trade, business, craft or profession, for example you work from home.

b. We’re not responsible for losses due to a lack of water pressure or water supply, or for issues you may have with other parts of your heating system that we have not supplied or worked on, unless specifically referred to in our quotation. We will always try to identify issues within your existing heating system when at your property. We will draw these to your attention if they are not in the quotation, but we cannot be responsible for faulty appliances (such as a boiler) that you have simply asked us to relocate. It may be necessary for us to amend our quotation to take into account any additional works required.

c. If we supply an appliance, such as a boiler, to you, it will be covered by a manufacturer’s warranty and this will be specified in the quotation. The appliance will need to be serviced regularly in order for the warranty to apply and we will not be responsible for any issues due to any failure to service or if any work is carried out by anyone other than a professional heating and plumbing engineer.

d. If you choose to purchase items directly from the internet (or elsewhere) for use by us as part of the Work then, in the event that those items prove to be faulty, it is your responsibility to claim any refund you believe may be due to you from the supplier of those faulty items. It may also then be necessary to purchase replacement, non-faulty items, for which we will quote you in this eventuality but we will not be responsible for any delays or additional cost as a result of the supply by you to us of items that are faulty or prove to be so. 

e. We will not be liable to you for any losses from the removal and/or replacement of any fixtures, fittings, wall-covering, floors or floor covering required for the Work to be carried out unless we are negligent. We will take reasonable care to carry out the Work but you accept that we will not be liable for any damage caused which is necessary for the Work to be carried out.  You may need to redecorate the parts of your property in which the Work has been carried out at your own cost.

f. You take responsibility for protecting the furniture and other moveable items in your home whilst we carry out the Work.

8. What do we do with your personal data?

How we use any personal data you give us is set out in our Privacy Notice, which is available to view at www.ecofueled.co.uk/privacy or by asking us to send it to you, normally by email.

9. Using our website and our “intellectual property” (like logos)

a. We try our best to ensure our website is accurate, complete and up to date, but we provide it on an “as is” basis and do not accept liability for any inaccuracy or omission in any information on it.  Any liability, however it occurs, for any inaccuracies or errors is expressly excluded to the fullest extent permitted by law.

b. If any part of our website (including access via a device such as a smart-phone) asks you to input information, such as registering for a service we provide, then you must give us accurate and complete information. We reserve the right to delete or block any information which we believe may be harmful to our systems, such as a virus, or other users, such as defamatory material.

c. We may link to other websites outside of our control and we are not responsible for those other web sites, or for their content. We just provide the link for your convenience and are not in any way endorsing the third party’s web site, products or services. Using links to access to such sites is at your own risk.

d. We try to provide you with a reliable web service but we exclude to the fullest extent permitted by law any liability for the security or availability of the services on our website or for any disruption to those services, whatever the reason for such lack of availability or disruption.

e. Our trade marks, names and logos (including those of any third-party providers) are solely for our use and you have no licence or right to use any of them.

f. All rights, including copyright, in the content of our website and in the photographs, diagrams or any other product illustrations are owned or controlled or licensed by us and you may not use or copy them in any way without our prior written consent.

10. Other important terms apply to our contract

a. Title in any goods which are supplied to you as part of the services is only passed to you when you have paid us in full for the Work.  Until such time, we reserve the right to retain title over any goods supplied to you but not paid for in full.

b. We can transfer our contract with you, so that a different organisation is responsible for supplying your services or product(s). We’ll contact you to let you know if we plan to do this. If you’re unhappy with the transfer you can contact us to end the contract within 30 days of us telling you about it and we will refund you any payments you’ve made in advance for products not provided.  If this applies, please contact us.

c. You can only transfer your contract with us to someone else if we agree to this in advance in writing in our total discretion.

d. Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

e. If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

f. Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.

g. Indemnity – PLEASE READ CAREFULLY: You agree to indemnify and hold us and any of our officers, employees, sub-contractors and agents harmless from and against all and any expenses, losses, liabilities, damages, costs or expenses incurred or suffered and any claims or legal proceedings which are brought or threatened, in each case arising from your use of, or conduct on, our website and/or a breach by you of these terms and conditions.

If you are unclear as to the meaning of this indemnity, please contact us and we will do our best to explain.

These terms and conditions were last updated on 20 February 2023.

If you have any questions about anything in these terms and conditions please contact us by telephone or email.  All our contact details are prominently displayed on our website.

Ecofueled © 2024. All Rights Reserved | Privacy Policy | Terms & Conditions | Website Design Dorset - Good Design Works
Ecofueled (FRN 1002164) is an Introducer Appointed Representative of Tradehelp Ltd, who are authorised and regulated by the Financial Conduct Authority (FRN 679812). Ecofueled introduce customers to TradeHelp Ltd and do not receive a fee for the introduction. TradeHelp Ltd are a credit broker, not a lender, and offer loans from Novuna Personal Finance, a trading style of Mitsubishi HC Capital UK PLC authorised and regulated by Financial Conduct Authority. Finance options are offered subject to status and credit check, which must be completed before commencement of works. A 14 day cooling off period applies to all applications. If cancelled within 14 days, alternative payment of the full outstanding balance must be made.
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