Terms & Conditions

Terms of Business of Nu Age Heating & Interiors Ltd

 

For the purposes of these Terms of Business (hereinafter, “Terms”), “us” or “we” shall refer to Nu Age Heating & Interiors Ltd and “you” shall refer to you, our customer. You have requested that we undertake certain works for you and, by allowing us to proceed with those works, you are indicating your agreement to the Terms set out below.

 

Boiler servicing & repair: Nu Age accepts no responsibility or liability for faults occurred during or after a service or repair of a gas appliance. In the event of such matter, Nu Age will provide you with a quotation to carry out additional works required and payment will be required for works completed as agreed. It is very unlikely, although possible, for leaks to appear after a service, especially if there has been a lack of general maintenance to an appliance.

 

1. Estimate:

 

The value of the estimate is what we expect to charge you for the works, based on our initial discussions. In the event of unforeseen circumstances or unexpected issues arising, it may be necessary to review the original price and provide you with a new estimate. You have the right to accept or decline the revised price.

 

2. Written Quotation:

 

The written quotation follows the estimate and is the final price for the works discussed, including labour and materials, additional costs including expenses (if any) and tax. Any subsequent variation to the works (including, without limitation, if you change the scope or if unforeseen circumstances or unexpected issues arise) will likely result in a new or revised written quotation. You have the right to accept or decline the new quotation. Should you choose to decline, all works will cease and, on receipt of our invoice, you must pay in full for all works already completed in accordance with the original quotation.

 

3. Client Obligations:

 

(i) if you and we agree that you will be responsible for providing the measurements for some or all of the materials and/or products needed for the works, you alone will bear the cost of replacing the said materials and/or products in the event the measurements are incorrect;

(ii) if you and we agree that you will be responsible for providing some or all of the materials and/or products needed for the works, you alone will bear the cost of replacement in the event the said materials and/or products turn out to be faulty and/or unsuitable. This will include additional labor costs if required due to faulty supplied materials by you.

(iii) you will inform us, prior to the works commencing, of any hazards or potential hazards known or suspected in or around the premises where the works are due to be carried out;

(iv) you will grant us access to the premises where the works are to be carried out and will ensure that all necessary consents, permissions and licences, if any, have been obtained in advance of the works commencing;

(v) you will ensure the safe and secure storage of any materials and/or equipment left (with your permission) at the premises during the works, and will be accountable to us for any loss of or damage to such materials and/or equipment;

(vi) without prejudice to 4(i) and 4(iii) below, you will (unless included as part of the quotation) be responsible for any necessary improvements to and/or redecorating of the premises following the completion of the works.

 

4. Supplier Obligations:

 

(i) we will undertake the works with all due care, skill and diligence, will complete the works within a reasonable timeframe, and will ensure that we comply at all times with all applicable laws and regulations;

(ii) we will supply materials and/or products needed for the works (if any) that are of high quality and, without prejudice to 3(i) above, will take full responsibility for replacing any materials and/or products that prove to be faulty or substandard;

(iii) we will take good care of your property, furnishings and wall coverings and, on completion of the works, will remove any resulting waste material;

(iv) we will supply one or more, as necessary, of our dedicated team to undertake the works for you. Unless agreed otherwise, the person(s) supplied will be at our discretion and may or may not be the same as the person(s) who provided you with the original estimate and/or quote;

(v) we confirm that we hold, and will continue to hold, a valid and current Public Liability Insurance Policy and, where relevant, Employers Liability Insurance Policy.

 

5. Materials and Products:

 

For the avoidance of doubt, all materials and/or products supplied and delivered to you during the course of the works shall remain the property of Nu Age Heating & interiors Ltd until such time as the works have been paid for in full by you, following receipt of our invoice. Title to such materials and/or products will transfer to you only when full payment has been received by us.

 

6. Force Majeure:

 

Neither party shall be held liable for any delay or failure in fulfilling their obligations under these Terms where such delay or failure results from circumstances beyond that party’s control (including, but not limited to, an act of God, fire, act of government or state, prevention from or hindrance in obtaining any raw materials, energy or other supplies, industrial action or labour disputes of whatever nature, and any other reason beyond the control of that party).

 

7. Cancellation:

 

Should you wish to cancel the contract between us in respect of the works, you have (in accordance with the provisions of the Consumer Contract Regulations 2013) fourteen (14) days in which to do so following your acceptance of our quotation. You are obligated to pay for any services provided to you during this 14-day cancellation period, if any. A 20% restocking & administration charge will be applied should an accepted quotation be canceled 48 hours prior to the works due to commence.

 

8. Payments:

 

Full payment terms (including, where relevant, interval payments to be made by you) are as set out in the applicable quotation. For the avoidance of doubt, you agree to settle any undisputed invoice in full within 7 days of receipt and you further agree to pay us interest at a rate of 2% above the Bank of England base rate on any payments not settled in accordance with these Terms and the terms of the applicable quotation.

 

10. Complaints handling procedure

 

We hope and expect that you will have no cause to complain about any aspect of our service. If, however, there is anything at any point that does not meet your expectations, please do not hesitate to let us know and we will do our utmost to make things right.

​

If you need to make a complaint 

 

The principle assigned to deal with complaints is: 

 

Daniel Hayes

497 Woodway Lane

Coventry

CV2 2AG

 

Tel No: 024 7695 0000

Email Address: hello@nuageplumbing.com

www.nuageplumbing.com

Company Registration No: 12003410

 

Step-by-step complaints procedure

 

If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right.

 

We do everything we can to make sure our customers get the best products and service possible. However, sometime we may not get things right the first time.

 

When that happens, we want you to tell us what went wrong so we can put matters right.

 

We want to:

• Make it easy for you to tell us what went wrong;

• Give your complaint the attention it deserves;

• Resolve your complaint fairly without delay; and

• Make sure you are satisfied with how your complaint was resolved.

 

How and where to complain

 

If you are not satisfied with any aspect of our service or products you can tell us about your complaint in the following ways:

 

In person – call into our office at the address shown. We are open Monday to Friday from 8.00 am – 5.00pm.

 

In writing – write to us and address your letter to The Customer Complaint Manager.

 

By telephone – call us on 024 7695 0000 during our office hours and ask for the Customer Services Department.

 

By email – use the email address shown.

​

How long will it take?

 

We aim to resolve your complaint straightaway but if we can’t, then we will write to you within three business days to tell you:

• Why we have not resolved your complaint;

• Who is dealing with your complaint; and

• When we will contact you again.

 

We will aim to resolve your complaint quickly but it may take longer if it is complex.

 

We will keep you informed on a regular basis but if you need an update please call us on 024 7695 0000 and ask to speak to the person handling your complaint.

 

 

If we cannot reach agreement with you?

 

If we can’t agree a solution with you within eight weeks, we will:

• Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision.

OR

• Issue our final decision letter which will explain our final position.

 

 

The Financial Ombudsman Service

 

Our aim is to resolve all complaints internally. However, if after receiving our final decision letter, or if eight weeks have passed (this is sometimes referred to as the “eight-week rule”), you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). The eight weeks start from the date a complaint is received anywhere in our business. Their contact details are shown below.

 

Please note: Only complaints relating to the sale of financial services should be referred to FOS.

 

Financial Ombudsman Service can be contacted in writing:

 

Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 44 20 7964 0500 (if calling from abroad)

Email: complaint.info@financial-ombudsman.org.uk

 

Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk

​

 

​

Updated July 2021 

​

​