Terms & Conditions

1. Introduction

These terms tell you the rules for using our services, what you can expect from Northampton Boiler Service (a trading name of RJB Heating & Plumbing Ltd), and your rights and responsibilities.

2. When These Terms Apply

By using our services or engaging with us, you are agreeing to these terms, including our Terms of Use, Privacy, Disclaimer and Cookie policies. The latest version always applies.

3. What Do We Mean by "Services"?

Anything offered by Northampton Boiler Service (a trading name of RJB Heating & Plumbing Ltd) across the trades we cover — Plumbing, Heating, Gas Appliances & Electrical Controls. Domestic only — no commercial work.

• Enquiries
• Estimates
• Installations
• Repairs
• Emergency Call Outs
• Servicing
• Guarantees

4. Terminology

• "Us/We/Our/The Company" — Northampton Boiler Service (a trading name of RJB Heating & Plumbing Ltd)
• "You/Your/The Customer" — the person or organisation for whom we agree to carry out work
• "Engineer/Staff/Approved Contractor" — the representative(s) appointed by Northampton Boiler Service (a trading name of RJB Heating & Plumbing Ltd)

We reserve the right to refuse or decline any work and to appoint tradespersons at our absolute discretion.

5. Hourly Rate Work

The total charge consists of labour costs including all reasonable time spent obtaining non-stocked materials, charged at our current hourly rates. Our call-out fee is payable whatever the outcome once we are in transit. If you cancel after we are in transit, the full call-out fee is payable. We aim to make the situation safe within 1 hour.

You will only be charged for time spent on your work. Lunch breaks and personal calls are non-chargeable.

6. Fixed Price Work

The total charge will be given as a firm cost (manifest errors excepted), inclusive of labour & materials. A written estimate may be revised if:

• You instruct us to carry out additional work not in the estimate
• There is an increase in material prices after the estimate
• Further work is discovered that was not anticipated
• A manifest error is found in the estimate

Additional charges: Detailed Insurance Report — £40 + VAT. Re-issuing of Landlord Certificates/Job Sheets — £45 + VAT. Key collection fee — £15 + VAT each way.

6.1 If attending a gas safety check or annual boiler service where pre-existing issues were not disclosed at booking, an additional diagnosis surcharge of £35 + VAT applies to investigate and quote for any parts required.

6.3 Maintenance (Subscription) agreements are not a contract of insurance, guarantee, or insurance policy. Repairs and replacements are carried out at our sole discretion.

7. Offers & Incentives

Offers and incentives are promoted at our discretion and may only be used in conjunction with each other at our discretion.

8. Material Collection

Collection of non-stock items is chargeable. Time will be kept to a minimum. If collection time is likely to exceed 45 minutes, you will be informed.

9. Invoices & Payment

A deposit of 50% is payable before the agreed appointment at our discretion. We reserve the right to request full payment in advance.

9.1 Cancellation/Failed Access Admin Fees:

• £50–£100 job value: £25 + VAT
• £100–£500: £100 + VAT
• £500–£1,000: £250 + VAT
• £1,000–£5,000: £500 + VAT
• £5,000–£10,000: £1,000 + VAT

Payment is due on receipt of invoice. We accept all major credit/debit cards and cash. Bank transfers from companies must be agreed in advance with a maximum 30-day payment period. Interest accrues at 4% per month over base rate on unpaid invoices. Unpaid debts after 30 days may be referred to a Debt Collection Agency.

10. Timekeeping

We will endeavour to attend at the agreed time. We accept no liability for non-attendance or late attendance, or for late/non-delivery of materials.

11. Cancellation

11.1 You must notify us at least 48 hours before your appointment by phone or email, and request written confirmation to avoid charges. If you are not home or do not provide access, we reserve the right to charge for any costs associated with the failed booking.

11.2 Cancellations with less than 48 hours' notice may result in the full cost of the booking being charged plus an admin fee (see 9.1).

12. Complaints

If you are not satisfied with our service, you must provide written notice within 28 days of the work being carried out. You must allow us and our insurers the opportunity to investigate and carry out remedial work. Complaints made after this timeframe will not be considered.

13. Guarantee

Work carried out by us is guaranteed for 12 months from completion, except where covered by clauses 13.2 and 13.3. We guarantee our work only — not parts or materials, which carry their own manufacturer warranties.

13.2 The guarantee is void if work is subject to misuse, negligence, or is repaired/modified by anyone other than Northampton Boiler Service (a trading name of RJB Heating & Plumbing Ltd).

13.3 We will not guarantee work in respect of: pressure loss, air locks, blockages, sludge or scale damage; work carried out against our advice; pre-existing faults; user errors; cosmetic parts; or any repair not diagnosed by our engineers. No warranty is given for work on systems over 10 years old or of inferior quality.

13.4 Re-visits found to have non-related faults will be charged accordingly. A deposit of 1 hour's labour may be required before attending.

13.5 Powerflushing / Magnacleanse & Chemical Flushes — all such work is subject to our terms. We cannot guarantee to completely clear all deposits. Leaks may occur during or after flushing on older systems — we are not responsible for such leaks or any associated damage to decorations or furnishings. Payment is due in full regardless of results.

14. Liability

We are only liable for rectifying our guaranteed work. We are not liable for: damage from work not fully guaranteed; delays beyond our reasonable control; loss of rental income; normally insured risks (fire, flood, theft, etc.); re-housing costs; redecoration unless caused by our negligence; or water pressure changes to existing plumbing. We are not liable if an existing shower and new boiler (or vice versa) are incompatible.

15. Title to Goods

Goods supplied remain our property until paid for in full. Risk passes to you on delivery and you must insure them at replacement value.

16. Treatment of Our Staff

You are responsible for ensuring suitable working conditions. Threatening, abusive or violent behaviour will result in the engineer immediately leaving the property and the incident may be reported to the police. All pets must be contained and the property must be smoke-free for 1 hour before arrival.

17. Access & Parking

17.1 Any parking charges are the customer's responsibility. You must ensure adequate vehicle parking within 25 metres of the property entrance and notify us of any restrictions at least 2 working days in advance.

17.2 If we cannot gain access at the agreed time, we reserve the right to charge for the failed visit.

17.3 We will wait a maximum of 10 minutes for access before the visit is deemed failed.

Unless agreed in writing, we are not responsible for making good holes in walls or floors, re-fitting floorboards or floor coverings, or redecoration — these remain the customer's responsibility.

18. Data Protection

Northampton Boiler Service (a trading name of RJB Heating & Plumbing Ltd) complies with all applicable data protection legislation. Your personal data is used solely to provide our services and will not be sold or shared with third parties without your consent, except where required by law.

19. Governing Law

These terms are governed by and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.