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Terms & Conditions 

These Terms and Conditions, together with any and all other documents referred to herein, set out the terms of use under which you may use this website, (“Our Site”). Please read these Terms and Conditions carefully and ensure that you understand them. Your agreement to comply with and be bound by these Terms and Conditions is deemed to occur upon your first use of Our Site. If you do not agree to comply with and be bound by these Terms and Conditions, you must stop using Our Site immediately. 

1. Definitions 

For these terms and conditions the following words shall have the following meanings: 

1.1. The term “Company” shall mean Willis Heating Ltd whose registration office is at: 10 South Way, Newhaven, East Sussex, BN9 9LL

1.2. The term “Customer” shall mean the person or organisation for whom the company agrees to carry out works and/or supply materials 

1.3. The term “Operative/Engineer” shall mean the person/s completing the installation on-site. 

2. Provision of Services 

2.1. The price quoted is open for acceptance within 30 days if the services commence within 30 days from the date of the quotation. If the customer decides to commence work after this time, the company will let the Customer know if there has been a change in the price requiring a revised quotation and the reasons why. Upon signing, this will form a legally binding contract between the Company and the Customer. All prices quoted are subject to finalisation upon technical survey. 

2.2. The Company will provide a written quote when required/requested. The quote will include the cost of installing gas appliances and/or central heating equipment as specified in the Quotation. If during the installation, the operative/engineer must deviate from the original quotation, the Company retains the right to provide an additional estimate for further works required. If any faulty central heating and/or gas appliance components are discovered during the installation and require replacement, the Customer will be provided with an additional estimate for replacement. 

2.3. Where the company needs to connect new equipment to the Customers existing plumbing or heating system, it will not accept liability for the cost of repairing or replacing parts to the existing system that subsequently develops faults. This includes zone valves, heating pumps, programmers and thermostats unless included within the official quotation. the Company may charge for visits made to the Customers property by the operative/engineers if the system is faulty or has developed a fault after the installation has been conducted. The Company will not accept liability where the Customers central heating system does not function properly because the water supply is inadequate or the water pressure becomes invariable. 

Whilst all reasonable care will be taken during the execution of the works, no responsibility can be accepted for any faults or failures that may occur to existing pipework, fittings, equipment, etc. due to disturbance caused by the proposed works.

2.4. The Company shall only be bound by estimates given in writing to the Customer and signed by a duly authorised representative of the Company. The Company shall not be bound by any estimates given orally or in which manifest errors occur. 

2.5. Access to the property is required in order that the installation may be undertaken. The Company’s operatives/engineers are scheduled to arrive at the property between the times of 0800am and 0900am, subject to traffic conditions or unless otherwise stated. The Company will not be responsible for the protection or security of the property if the operative/engineer is left alone during the installation. 

2.6. The time estimate provided for completion of installation is a best estimate of the likely time scale prior to commencement of the services provision. The Company will make every reasonable effort to start and complete the work within the provided estimate, but cannot accept liability for any cost, losses or expense incurred by the Customer because of any delays or rescheduled appointments. 

2.7. Where the date and/or time for works to be carried out is agreed by the Company with the Customer, then the Company shall use its best endeavours to ensure that the operative/engineer shall attend on the 
date and at the time agreed. However, the Company accepts no liability in respect of the non-attendance or late attendance on site of the operative/engineer or for the late or non-delivery of materials. 

2.8. The price specified in the quotation does not include the price of removing any additional dangerous waste material such asbestos that is found when installing the Customer’s central heating/gas appliance. 

2.9. If during the execution of the works, asbestos is encountered, the Company reserves the right to withdraw its operatives/engineers immediately until the site is made safe. The cost of removing asbestos is not included within the price. However, the Company upon request of the Customer will provide a cost for removing asbestos and will add this fee to the total quote. 

2.10. A system upgrade can lead to the system operating under higher working pressure. This can lead to small pre-existing holes or loose pipes in the heating system to start leaking or become more noticeable. This shall not be deemed the responsibility of the operative/engineer or of the Company. Should such a failure occur, additional work may be required at an additional cost. 

2.11. The Company will take all reasonable care to carry out the installation. However, the Customer accepts that the installation, including the removal or dismantling of existing fixtures or fittings may cause damage to the decoration and/or the fixtures and fittings. This provision does not exclude the Company’s responsibility for damage, that is beyond which is reasonably commensurate with the installation. It is anticipated that certain areas in the Customers property may need redecoration following completion of the gas appliance or central heating installation. This will be the responsibility of the Customer and is not included in the price. 

2.12. In the scenario where an existing flue hole requires filling in and making good, the operative/engineer will use the standard bricks, blocks and mortar provided by the Company. The operative/engineer will carry two differing shades of bricks as standard and will use the most appropriate shade. The Company cannot guarantee an exact colour match for bricks and mortar unless otherwise stated in the contract. 

2.13. If required, any necessary consents will be in place before work commences on site. The Customer will obtain all necessary consents at their own expense, including planning consent, neighbours and mortgage providers. 

2.14. If, after the Company shall have carried out the works, the Customer is not wholly satisfied with the works then the Customer shall give notice in writing within 28 Days to the Company and shall afford the Company, and its insurers, the opportunity of both inspecting such works and carrying out any necessary remedial works if appropriate. The Customer accepts that if he fails to notify the Company as aforesaid then the Company shall not be liable in respect of any defects in the works carried out. 

2.15. The prices specified in this agreement do not cover the cost of an upgraded gas supply to the new appliance from the gas metre, if it has not been specified on the original order. If it is discovered that an upgrade to the gas supply is required by the Operative during the installation, the Company retains the right to provide a further quotation to complete these works. 

2.16. The customer is responsible for screening and confirming their official quotation from the Company. The official quotation is that with the listed contract number. No other documentation such as the brochure or email correspondence will be taken into consideration. 

3. Payment 

3.1. A deposit of up to 50% may be required prior to commencement of services. 

3.2. There is a 14-day cooling off period starting from the date of signed acceptance of the quotation during which the customer has the right to cancel the order without penalty. After this time the deposit will be retained by the Company for all unrecoverable costs incurred as a direct result of the cancellation. 

3.3. All balances are due for immediate payment upon commissioning of the gas appliance. This relates to the boiler itself working and excludes any minor works still outstanding. Any part of the invoice which remains unpaid shall carry an admin fee of £25.00 and interest at the rate of 8% above the base rate of the amount that remains outstanding. 

3.4. In the rare event that the Company must organise for an operative/engineer to reattend to complete outstanding snagging issues, the customer may not use this as reason to withhold payment. 

3.5. If the company is doing work at the customer’s rented property on behalf of a landlord, the tenant must be bound by the terms of the contract and if for any reason the landlord refuses to pay, the tenant will be liable to pay and reclaim all cost back from the landlord. 

3.6. Title in the goods will not pass to the Customer but shall be retained by the Company pending payment in full of the balance. Until the title passes to the Customer, the Company shall have an absolute authority to re-take, sell or otherwise deal with or dispose of all or any part of the goods in which title remains vested in them. 

3.7. The manufacturer’s parts and labour warranty is registered by the Company on full payment of the balances by the Customer. If the Customer does not finalise balances within 72 hours of Completion, they risk voiding the manufacturer’s parts and labour warranty of which the Company accepts no liability. If all or any part of the installation remains incomplete after the commissioning of the appliance, a 95% payment of the outstanding balance will allow the Company to register the appliance warranty and avoid any risk of the appliance warranty being voided. 

3.8. The Company will commit to the Customer that all quoted works will be completed in full, However, if all or any part of the installation remains incomplete after the full commissioning of the appliance, the Customer will agree to retain 5% only of the outstanding balance until the date that all works have been completed. 

4. Guarantee and Warranties 

4.1. The Company guarantees pipework in direct relation to the appliance or any other items that were replace or installed during the works completed by The Company for 12 months from the commission date, unless stated otherwise on the quotation. The warranty does not cover acts of vandalism, third party negligence, acts of God or wilful damage. This also does not include Servicing, maintenance or repair work which is guaranteed for 28 days. 

4.2. The Company will provide a 28-day guarantee after commissioning of the new appliance to investigate any and all faults relating to the central heating and hot water. The company will not accept any liability to replace or repair faulty components unrelated to the installation. If the Company are instructed to investigate a fault by the Customer after the 28-day period, a £65.00 + VAT call out fee will be applicable if the Engineer establishes that the Company are not responsible for the Fault. The Company will not accept liability for a System Rebalance, System Re-Pressurisation or System Air Bleeding. 

4.3. The company cannot guarantee any services, parts and equipment supplied to the customer if: 
a. They suffer misuse, treated negligently or if the company’s work is repaired, modified, or tampered with by someone else 
b. The material used is supplied by the Customer 
c. The Company indicates that further works need to be carried out 

4.4. The warranty for a boiler and or cylinder will be covered by the manufacturers as agreed in the quotation. The warranty only applies to the boiler. It does not apply to any existing parts of the system. The Company will not be liable for the cost of resolving existing circulation issues. 
5. Cancellation Policy 

5.1. There is a 14-day cooling off period starting from the date of signed acceptance of the quotation during which the Customer has the right to cancel the order without penalty. After this time the deposit will be retained by the Company for all unrecoverable costs incurred as a direct result of the cancellation. 

5.2. If the customer cancels the order within the 14 day cooling off period, it will be requested in writing by the Company. The Company will process any refund of a deposit that is due to the customer within a 14day period of receipt of the formal cancellation. 

5.3. The charges for any services already commenced and materials used up to the time of cancellation will be immediately payable to the Company. 

6. Terms of Use 

6.1. These terms and conditions and all contracts awarded between the Company and the Customer shall be governed and construed in accordance with English Law and shall be subject to the exclusive jurisdiction of the English Law. 

6.2. Acceptance of our goods, services or quotation is automatic acceptance of these terms and conditions. 

Privacy Policy 

Willis Heating Ltd takes the privacy of personal data seriously and the legal and compliant treatment of this data is at the core of our operations.

We therefore ask you to please read the following important information which explains on which any personal data we collect from you, or that you provide to us, will be processed by us,


1. Who are we?

Willis Heating Ltd is a service and goods business within the plumbing & heating sector.

Willis Heating Ltd 11721066 has its registered office at 10 South way, Newhaven,East Sussex



2. What do we mean by Personal Data?


By personal data (or personal information), we mean information that relates to you and is used to identify your  personal information to administer your account and to provide the services and products you have requested from us.

3. How do we collect information from you?


We collect personal information about you as and when you voluntarily or consent to provide us with information about yourself.


4. What type of information do we collect?


·    The information we collect may include your name, address, email address and phone number.

·    Details about your heating and plumbing appliances.

·    Company information – for business users only.

·    Although we may take debit/credit card information to complete a transaction, we do not store this information.


If you do provide personal information, we will assume that you have read this Notice and have consented to us using your personal information in the ways described within this Notice.


5. Why do we collect information from you?


We collect this information in order to carry out our obligations to you in order to provide you with the services and products that you have requested from us and to meet your heating, plumbing and requirements. Including

·    Contact you on the anniversary of your boiler service to see if you wish to arrange a service appointment.

·    When you contact us as you require our services.

·    Provide us with a history of works completed at your property, which may assist in any further works you request from us.

6. Who might we share your personal information with?

We do not share personal information with companies, organisations and individuals outside of Willis Heating Ltd Ltd unless the following circumstances applies:

·    Your personal information may be used by us, our employees and sub-contractors and suppliers.

·    In order to obtain and deliver materials/components in order to undertake and complete services; repairs and installations associated with your appliances from which you have requested from us. 

·    Worldpay / Izettle. Payment information is securely shared with Worldpay and IZettle in order to facilitate payments made through debit or credit card.

·    Regularly body Gas Safe Information will be shared with Gas Safe as they’re the legal regulating body for gas boiler installations completed in the UK.

·    Boiler Manufacturers.  
We share information with the manufacturer of your chosen boiler in order to register and validate your manufacturer warranty/guarantee

7. How do we protect your personal information?

Any personal information we collect, record, or use in any way, be it on computer, hard copy or in any other form, is secured through our safeguarding processes to ensure that we meet our obligations under the General Data Protection Regulation enforceable from 25th May 2018.


8. How long do we keep hold of your information?


The length of time that we will store your data will depend on the ‘legal basis’ for why we are using that data, as follows:

Legal basis; where we use/store your data because it is necessary for the performance of the contract between you and us.

Length of time; the information which is held on our Field Management System is held indefinitely, or until such a time as you contact us to request your information/details are removed from our database.

Where we use/store data because it is necessary for our legitimate business interests; We will use/store your data until you ask us to stop.  However, if we can demonstrate the reason why we are using/storing your data overrides your interests, rights and freedoms, then we will continue to use and store your data for long as it is necessary for the performance of the contract between you and us (or if earlier, we no longer have a legitimate interest in using/storing your data).

9. What are your rights surrounding your personal information?

The GDPR enhances your rights surrounding your personal data. This includes:

9.1. The right to be informed – we will provide you with a copy of this privacy policy before seeking your consent to store/process your personal data.

9.2. The right of access – you have the right to request a copy of any personal information we hold on you. This will be provided in a structured format, free of charge, within 30 days of your request. Requests can be made in writing, by phone or by email, to any of the contact details of our Data Protection Officer provided below.

• Mail: {address}

• Tel: {phone number}

• Email: {email address}

9.3. The right to rectification – you have the right to request us to rectify any of your personal data which you believe is inaccurate or incomplete. We will respond within one month (this can be extended by two months where the request for rectification is complex). Requests can be made in writing, by phone or by email, to any of our contact details provided above.

9.4. The right to erasure – you have the right to request ‘to be forgotten’, i.e. for us to delete all records of your personal data. We will comply with your request, unless we have a legal obligation to continue to hold your personal data, in which case we will inform you of the reason we are unable to complete your request.

9.5. The right to restrict processing – you have the right to ‘block’ or suppress processing of personal data – in this case we will retain just enough information about you to ensure that the restriction is respected in future.

9.6. The right to data portability – you may request a copy of your personal data, in order to use it for your own purposes across different services, e.g. moving it from one IT environment to another in a safe and secure way. We will provide the data in a structured, commonly used and machine-readable form, e.g. CSV files. This will be provided free of charge and within one month (this can be extended by two months where the request is complex).

9.7. The right to object – you have the right to object to us processing your personal data for direct marketing purposes, and historical or statistical purposes, and we will respect this request as soon as we receive it (by post / email / phone, details of which are provided above).

9.8. The right to complain: If you wish to request further information about any of the above rights, or if you are unhappy with how we have handled your information, contact the Data Protection Officer (see section 7.2 for contact details). If you are not satisfied with our response to your complaint or believe our processing of your information does not comply with data protection law, you can make a complaint to the Information Commissioner’s Office: 0303 123 1113.

10. Who do we share your personal information with?

We collect information about you to process your service/repair/installation request and manage your account.  It may be shared with a third party in order for the delivery of materials e.g., name and address details.

To contact you in response to a specific enquiry or to organise an appointment associated with the anniversary of your annual boiler service.


If you request our services via our website/email.

We will not share your information for marketing purposes with other companies.

Information Security

We are committed to ensuring that your information is secure.  In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect from you.

Wherever we collect sensitive information, such as debit/credit card details, this information is entered via our on-line payment portal via two-step verification, which provides an additional layer of security to protect the account from unauthorised access. 

We work hard to protect the information that we hold on Willis heating Ltd customers

We restrict access to our Field Management Services database to Willis Heating ltd employees. 


1. Links to other website


Any links to other websites are provided solely as pointers/websites of interest or companies for which we are affiliated or members.  Once you leave our website you should note that we do not have any control over that other website.  Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement.  You should exercise caution and look at the privacy statement applicable to the website in question.

11. Updates to this Policy

This Privacy Policy will be reviewed periodically and updated to comply with any new legislation – the most recent of which is the GDPR, which has been introduced and was enforced from 25th May 2018.

Contact details:

Willis Heating Ltd

93 Upper Chyngton Gardens 


East Sussex

BN25 3SE


Tel: 07789405885

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