PLUMBING & HEATING
1.1 These terms and conditions apply to all heating, plumbing, and gas services provided by BlueFlame Plumbing & Heating Ltd ("we", "us", "our") to consumers ("you", "your") for purposes outside of your business.
1.2 By accepting a quotation or allowing work to commence, you agree to be legally bound by this contract.
1.3 If you are purchasing services in the course of business, our separate business terms will apply.
1.4 We are registered with Gas Safe (Registration No. 633735) and comply with all applicable Building Regulations and industry standards.
1.5 Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015 or any other legislation that cannot be excluded or restricted by contract. Where these terms provide remedies, those remedies are in addition to — not a replacement for — your statutory rights.
2.1 As required by the Consumer Contracts Regulations 2013, we will provide you with key information before any legally binding contract is made, including the main characteristics of the services, pricing, payment details, your right to cancel, and our complaints procedure.
2.2 This information will be provided in writing (including by email) before you commit to the service.
3.1 We handle your personal information in accordance with our Privacy Policy and comply with all applicable data protection laws including UK GDPR and the Data Protection Act 2018.
3.2 Personal data will only be processed as necessary to deliver our services. If a data breach occurs, we will notify you promptly. Our Privacy Policy is available at www.blueflameplumbingandheating.co.uk and is registered with the Information Commissioner's Office.
4.1 All pricing provided is an estimate based on the information available at the time of quotation. A legally binding contract is formed only when we confirm acceptance of your order in writing or when work commences with your agreement.
4.2 Quotations are valid for 30 days from the date of issue unless otherwise stated. We reserve the right to withdraw or revise a quotation before acceptance if material or labour costs change significantly.
4.3 Estimates vs Fixed Quotes: Unless expressly stated as a "fixed price quotation", all pricing is an estimate. Additional labour, materials, or unforeseen complications discovered during the work will result in additional charges, which we will communicate to you before proceeding.
4.4 If we cannot accept your order (due to availability, pricing errors, or other reasons), we will notify you promptly.
4.5 If the project scope changes due to your requests or unforeseen work, this will be quoted separately. Work will not proceed on variations until you provide written or verbal confirmation.
4.6 If additional works are required and you are unable or unwilling to proceed, we reserve the right to withdraw from the contract. You will remain responsible for all work completed to that point.
5.1 You have the right to cancel this contract within 14 days of formation without giving any reason, unless services have already been fully performed.
5.2 Waiver of Cancellation Rights: If you would like us to begin work within the 14-day cancellation period, you must provide us with an express written request to do so (by email or signed document). By making this request, you acknowledge that:
5.3 To cancel, you must notify us in writing (email or letter). A model cancellation form is provided at the end of this document.
5.4 If you cancel in accordance with your rights, we will refund any payments made within 14 days, using the same payment method, less any amounts due for work already completed at the rate quoted.
6.1 Our quotation covers only the work specifically described. Unless explicitly included in our quotation, the following are not part of the agreed scope:
6.2 If any additional work becomes necessary during the project, we will discuss it with you and provide a separate quotation before proceeding.
7.1 Before work begins, you must confirm that you have obtained all necessary permissions for the work to be carried out. This includes (where applicable):
7.2 We rely on your confirmation that these permissions are in place. If work is delayed, halted, or must be reversed because a required permission was not obtained, we cannot accept responsibility for the resulting costs or delays, and you will remain liable for all work completed to that point.
7.3 Where our work requires notification under Building Regulations (such as gas installations or unvented cylinders), we will handle that notification on your behalf and you will receive the relevant certificates.
8.1 Before starting work, we will photograph the existing condition of the work area and any equipment we will be working on or near. These photographs form part of our project records.
8.2 We do this to protect both you and us — it provides a clear record of the condition of your property and systems before we begin, which helps resolve any questions that may arise later.
8.3 If you have any concerns about photography in your home, please let us know before work starts.
9.1 Where we supply goods as part of our services (such as boilers, radiators, cylinders, valves, or other components), those goods will be of satisfactory quality, fit for their intended purpose, and as described, in accordance with the Consumer Rights Act 2015.
9.2 Your rights regarding goods we supply include the right to reject faulty goods within 30 days, the right to a repair or replacement, and the right to a price reduction as set out in the Consumer Rights Act 2015.
9.3 These rights apply to the goods themselves. Our workmanship warranty (Section 19) covers the quality of our installation work separately.
10.1 Unavoidable Disturbance: Heating and plumbing work necessarily involves some disturbance to your property. We want to be upfront about this so there are no surprises. The following types of minor damage are a normal and unavoidable part of the work:
10.2 Decoration is Your Responsibility: Unless we have specifically quoted for making good and decoration, all redecoration following our work is your responsibility. We recommend waiting at least 14 days after work completion before arranging decorators, to allow time for any snagging.
10.3 We will take reasonable steps to protect your property during work, including using dust sheets and protective coverings. We recommend you move or protect valuable, fragile, or sentimental items from the work area before we arrive.
10.4 We accept full liability for damage caused by our negligence — for example, water damage caused by improper connections, or physical damage from dropped tools. Please notify us of any such damage within 7 days of discovery so we can put it right promptly.
11.1 What Powerflushing Is: Powerflushing is a cleaning process that circulates water and specialist chemicals through your heating system to remove sludge, rust, and debris. It is widely recommended by boiler manufacturers and can significantly improve system performance.
11.2 Why We Explain the Risks: We want you to make an informed decision. Powerflushing is beneficial, but your heating system contains components that may have been in place for many years. The cleaning process can reveal weaknesses in older parts that were previously masked by the sludge itself. This is not a fault with the flushing — it is the existing condition of the system being uncovered.
11.3 Known Risks: Provided we carry out the powerflush with reasonable care and skill, we do not accept liability for the following issues that can arise naturally from the removal of pre-existing sludge or the failure of aged components:
11.4 This does not exclude our liability for damage caused by our negligence — for example, if we were to flush the system at excessive pressure or fail to follow the chemical manufacturer's instructions.
11.5 We will assess your system before flushing. If we believe the system is too old, corroded, or fragile to withstand flushing safely, we will advise against it. If you instruct us to proceed against our professional advice, you accept responsibility for any resulting damage to pre-existing components.
11.6 If leaks develop during or after powerflushing, we will make reasonable efforts to stop them. However, repair of leaking radiators, valves, or fittings that have failed due to their age and condition (not our negligence) will be quoted as additional work.
11.7 Our workmanship warranty does not cover damage to existing system components caused by the powerflushing process, except where that damage results from our failure to exercise reasonable care and skill.
12.1 System Disturbance: When we work on your heating system, we need to drain, pressurise, and work with components that may have been undisturbed for years. This can reveal or cause issues with existing components including radiator valves that begin to leak, old compression fittings that weep under renewed system pressure, and pump seals that fail after disturbance.
12.2 We are not responsible for the failure of existing components that were in poor condition before our work. If such issues arise, we will let you know straight away and provide a quotation for remedial work.
12.3 If we discover pre-existing defects, non-compliant work, or hazardous materials (including asbestos) during our work, we will notify you immediately. Additional costs for making the system safe or compliant will be quoted separately.
12.4 If we discover structural issues (such as notched or compromised floor joists, damaged lintels, or unsafe supports) that make it unsafe or impractical to proceed, we will suspend work until you have arranged for a competent builder or structural engineer to assess and rectify the issue. We cannot accept liability for delays or costs arising from pre-existing structural defects.
13.1 All gas work carried out by BlueFlame is performed by Gas Safe registered engineers in accordance with the Gas Safety (Installation and Use) Regulations 1998. We take our gas safety responsibilities extremely seriously — they are legal obligations, not commercial choices.
13.2 During any gas work, service, or safety inspection, our engineers are legally required to assess the safety of every gas appliance they work on. If we identify a safety concern, we must classify it under one of the following Gas Safe categories:
13.3 Where we classify an appliance as Immediately Dangerous or At Risk, we will issue a Gas Safe Warning/Advice Notice and explain the situation to you clearly. We cannot re-commission the appliance until the defect is rectified. Please understand that this is a legal requirement designed to keep you safe — we have no discretion to override it.
13.4 If at any point during our work or otherwise you suspect a gas leak (smell of gas, hissing near pipework or appliances), you should immediately open windows, avoid using electrical switches or naked flames, leave the property, and call the National Gas Emergency Service on 0800 111 999. Do not wait for us to attend — this is always a 999-level emergency.
13.5 Carbon monoxide (CO) is a colourless, odourless gas produced by faulty or poorly ventilated gas appliances. We strongly recommend that you install and maintain a carbon monoxide alarm in any room containing a gas appliance. During our servicing and installation work, we will check for carbon monoxide as part of our standard safety procedures.
13.6 If during a service or inspection we detect carbon monoxide levels outside safe parameters, we will take immediate action to make the situation safe, which may include disconnecting the appliance. We will explain our findings and provide you with a written record.
13.7 If we attend a scheduled boiler service, gas safety check (CP12/LGSR), or inspection appointment and are unable to carry out the work due to circumstances within your control — for example, the appliance is inaccessible (blocked by furniture or stored items), there is no gas supply to the property, the meter has been capped, or access to the property is not provided — an abortive visit charge of £50 will apply. This covers our engineer's travel and allocated time.
13.8 We will always try to resolve access issues on the day where possible. The abortive visit charge only applies where we genuinely cannot carry out the work and the reason is outside our control.
14.1 When we isolate your water supply, we use your existing stopcocks and valves. If a stopcock or valve seizes, fails to reseal, or breaks during normal operation (due to age, corrosion, or lack of use), this is not a result of our work. Repair or replacement will be quoted as additional work.
14.2 When working on pressurised water supplies, there is always a risk of minor water escape. While we take all reasonable precautions, small amounts of water spillage during work are unavoidable. We are not liable for water damage unless caused by our negligence.
14.3 Properties with old pipework (lead, iron, early plastic/polybutylene, or aged copper) may experience failures when disturbed. We are not responsible for leaks that develop in existing pipework away from our immediate work area.
14.4 Customer-Supplied Materials: If you supply your own taps, sanitaryware, appliances, or fittings for us to install, our warranty covers our installation work only — not the product itself. We reserve the right to refuse to install customer-supplied materials if, in our professional opinion, they do not meet UK regulatory standards (such as WRAS approval under the Water Supply (Water Fittings) Regulations 1999) or pose a safety risk. We will explain our reasons if this situation arises.
14.5 Silicone sealant is a maintenance item with a limited lifespan (typically 3–5 years). Discolouration, shrinkage, or deterioration of sealant over time is normal wear and tear, not a defect in our work.
14.6 Our quotation covers connecting waste pipes to the existing drainage system. We are not responsible for blockages in existing drains, shared drainage issues, or problems requiring excavation or drainage surveys.
15.1 Where we install smart thermostats, programmers, or WiFi-connected controls as part of our work, we will commission the device and confirm it is communicating correctly at the time of installation.
15.2 Ongoing WiFi connectivity, app functionality, and software updates are the responsibility of the device manufacturer and your internet service provider. We cannot guarantee continued connectivity after we leave site, as this depends on your broadband, router, and network configuration.
15.3 If a smart control requires reconfiguration after a broadband change, router replacement, or firmware update, this falls outside our workmanship warranty but we are happy to assist at our standard hourly rate.
16.1 All prices include VAT at the prevailing rate.
16.2 Payment on Completion: Unless otherwise agreed, payment is due on completion of the work and will be taken on site. We accept card payment and bank transfer.
16.3 Stage Payments for Larger Projects: For work with a total value exceeding £1,000, payment is structured as follows:
16.4 Practical Completion: The final balance becomes due when the main works are complete — meaning the system is installed, commissioned, tested, and safely operational. Minor snagging items (such as a missing radiator cap or a label to be applied) do not affect practical completion and do not justify withholding the full final balance. If there is a genuine dispute about a specific element of the work, you may withhold only an amount that is strictly proportionate to the value of that specific item, and we must agree this in writing.
16.5 Invoices are payable within 14 days of receipt.
16.6 Late Payment: Interest at 4% per annum above the Bank of England base rate will be charged on overdue amounts from the date payment was due. If we need to take debt recovery action, reasonable recovery costs (including solicitor and court fees) will be added to the amount owed.
16.7 We retain ownership of all materials and goods supplied until payment is received in full. We acknowledge that once materials are physically installed and become fixtures in your property, our practical remedy for non-payment is through the courts rather than removal.
17.1 We will begin services at the agreed time or, if no time is specified, within a reasonable period.
17.2 Services may be delayed due to circumstances beyond our control including weather, supplier delays, or previous jobs overrunning. We will notify you of significant delays and work with you to reschedule.
17.3 You must provide clear, safe access to the work area(s) on agreed dates. This includes ensuring someone over 18 is present to provide access at the agreed time.
17.4 Late Cancellation: If you cancel or reschedule with less than 24 hours' notice, a late cancellation fee will apply. This is a genuine pre-estimate of our unrecoverable costs, including the lost booking slot (which we are unlikely to fill at short notice), wasted travel time, and any materials already prepared or collected for your job. The cancellation fee is:
17.5 We understand that genuine emergencies happen and we will always use our discretion fairly.
17.6 You must ensure adequate parking is available for our engineers, including visitor permits where required. Parking charges or fines incurred because adequate arrangements were not made will be recharged at cost.
17.7 Our standard working hours are 8:00am to 5:00pm Monday to Friday. Work outside these hours may be available by prior arrangement and may incur additional charges.
18.1 During installation or major works, your heating and/or hot water will be unavailable for the duration of the work (typically 1–3 days for boiler installations).
18.2 We will work to minimise disruption and restore services as quickly as possible. However, we are not responsible for providing temporary heating or hot water arrangements during the works.
18.3 If work is delayed due to unforeseen issues or parts availability, we will keep you informed but cannot accept liability for the extended loss of service.
19.1 We provide a 12-month warranty on our workmanship and the ancillary materials we supply (fittings, pipework, sundries, etc.), starting from the date of practical completion.
19.2 This warranty covers defects in our work and materials we have supplied. It does not cover:
19.3 Manufacturer warranties are separate from our workmanship warranty. They are provided directly by the manufacturer and are governed by the manufacturer's own terms.
19.4 Manufacturer warranties apply to all major products we supply and install, including boilers, radiators, cylinders, unvented systems, and specialist heating products. Each carries the manufacturer's own warranty period (typically 2–10 years for boilers; typically 5 years for quality radiators). Our 12-month workmanship warranty and the manufacturer's product warranty run at the same time but cover different things:
19.5 We will register products for manufacturer warranty within 30 days of commissioning where registration is required. We will supply you with proof of purchase and registration details so that you can deal with the manufacturer directly if needed.
19.6 Annual Servicing Requirement: Most manufacturer warranties require annual servicing by a Gas Safe registered engineer. Failure to maintain annual servicing will void the manufacturer's warranty. This is your responsibility to arrange — we are happy to provide this service and can set up annual reminders for you.
19.7 Claims under manufacturer warranties must be directed to the manufacturer. We will help you identify the correct warranty route and can support your claim but the warranty decision is the manufacturer's, not ours.
19.8 If you believe there is a defect in our work, please notify us in writing (by email to enquiries@blueflameplumbingandheating.co.uk) as soon as reasonably practicable after discovery.
19.9 We will respond to warranty claims within 48 hours. If you have a complete loss of heating or hot water during the winter months (November–March), we will respond within 24 hours.
19.10 Our remedies under this warranty are repair, re-performance, or — if neither is possible within a reasonable time — an appropriate price reduction. These remedies are provided in addition to, and do not affect, your statutory rights under the Consumer Rights Act 2015.
20.1 Under the Consumer Rights Act 2015, if services are not performed with reasonable care and skill, you are entitled to require us to re-perform the service or, if that is not possible or not done within a reasonable time, to receive a price reduction. Nothing in these terms limits those rights.
20.2 Pre-Notification — Our Workmanship: If you have any concern about the quality of our work, we ask that you notify us in writing (by email to enquiries@blueflameplumbingandheating.co.uk) and give us a reasonable opportunity to inspect and put things right before instructing another tradesperson to carry out remedial work. This is important because:
20.3 If you instruct a third-party tradesperson to carry out remedial work on our installation without first notifying us and providing reasonable access to inspect, we reserve the right to decline liability for the third party's costs and to contest any claims or reports produced without our involvement.
20.4 Manufacturer Product Warranties: The pre-notification requirement in 20.2 applies to concerns about our workmanship. It does not prevent you from contacting the product manufacturer directly at any time to raise a claim under their product warranty — that is your right and we encourage you to exercise it where appropriate. We are happy to support manufacturer warranty claims alongside you.
20.5 Emergencies: In any emergency such as a gas leak, flooding, or a safety concern — your safety comes first. Contact the emergency services, the Gas Emergency Service (0800 111 999), or an emergency contractor immediately. Please notify us as soon as practicable afterwards so we can assist.
20.6 Access for Inspection: If you report a defect, we ask that you provide us with timely access to inspect and remedy the issue. If access is unreasonably refused or delayed and you instruct a third party in the meantime, we cannot accept responsibility for the third party's costs and your workmanship warranty for the affected work will not apply.
21.1 Our total liability under this contract is limited to the higher of: (a) the contract price, or (b) the limit of our public liability insurance (currently £10,000,000 — see Section 24).
21.2 We are not liable for:
21.3 For the avoidance of doubt: if our negligence causes damage that leads to reasonably foreseeable costs (such as temporary accommodation if we negligently leave you without heating in winter), we do not exclude liability for those costs.
21.4 Nothing in these terms excludes or limits our liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.
22.1 Services will be carried out with reasonable care and skill, in accordance with the Consumer Rights Act 2015, the Gas Safety (Installation and Use) Regulations 1998, and applicable Building Regulations.
22.2 Any goods we supply will be of satisfactory quality, fit for their intended purpose, and as described, in accordance with the Consumer Rights Act 2015.
22.3 All notifiable gas work will be registered with Gas Safe and, where required, with Local Authority Building Control. You will receive certificates confirming registration within 30 days of work completion.
23.1 We will comply with all relevant health and safety regulations while on site, including assuming the duties of the Client under the Construction (Design and Management) Regulations 2015 for domestic projects.
23.2 You must inform us of any known hazards (asbestos, unsafe structures, aggressive animals, etc.) before work commences. We reserve the right to halt work if the site is unsafe and will not resume until it is made safe.
23.3 For everyone's safety, please keep children and pets away from the work area during our visit.
24.1 We carry public liability insurance of £10,000,000, professional indemnity insurance of £1,000,000, and employer's liability insurance. Proof of insurance is available on request.
24.2 You are responsible for maintaining your own buildings and contents insurance. We recommend checking that your policy covers building works being carried out on the property.
25.1 Properties built before 2000 may contain asbestos materials. We are not licensed asbestos removal contractors and cannot remove asbestos.
25.2 If we discover or suspect asbestos during our work, we will stop work immediately, make the area safe, and notify you. An asbestos survey may be required before we can proceed.
25.3 If asbestos removal is required, this must be carried out by a licensed contractor at your cost before we can continue. We are not liable for delays arising from asbestos discovery.
26.1 Installation and maintenance of unvented hot water cylinders is restricted to engineers holding a current G3 qualification. All unvented work carried out by BlueFlame is performed by G3-qualified engineers.
26.2 Unvented cylinder installations are notifiable under Building Regulations. We will notify your Local Authority Building Control and you will receive a certificate within 30 days of completion.
26.3 Unvented cylinders require annual servicing to maintain safe operation and warranty validity. Failure to maintain annual servicing is both dangerous and will void manufacturer warranties.
27.1 We are not liable for any delay or failure to perform if caused by events beyond our reasonable control, including severe weather, pandemic, supplier failure, government action, or labour disputes.
27.2 In such circumstances, we will notify you as soon as possible and work with you to agree a revised schedule.
28.1 We may photograph completed work for our records and marketing purposes (website, social media, promotional materials).
28.2 Photographs will not identify your property address. If you would prefer us not to use photographs of your installation for marketing, please let us know in writing before work commences and we will respect your wishes.
29.1 We take complaints seriously and aim to resolve any concerns quickly. If you are dissatisfied with our service, please contact us in writing with full details:
29.2 We will acknowledge complaints within 5 working days and aim to resolve them within 20 working days.
29.3 If we cannot resolve the matter directly, you may refer the dispute to alternative dispute resolution. The relevant ADR provider is the Chartered Institute of Plumbing and Heating Engineering (CIPHE) — details at www.ciphe.org.uk. If a complaint reaches this stage, we will confirm in writing whether we are prepared to participate in their dispute resolution process. Both parties remain free to seek resolution through the courts at any time.
29.4 These terms are governed by English law and the courts of England and Wales have jurisdiction.
30.1 No person other than you and us has any right to enforce any term of this contract under the Contracts (Rights of Third Parties) Act 1999.
31.1 Electronic signatures (including typed names, scanned signatures, or e-signature platforms) are valid and binding for all purposes under this contract.
32.1 This contract, together with our quotation/estimate, constitutes the entire agreement between us. Any variation must be agreed in writing.
32.2 If any provision of these terms is found to be unenforceable, the remaining provisions will continue in full force.
(Complete and return this form only if you wish to cancel the contract)
To: BlueFlame Plumbing & Heating Ltd, 59a Josephine Avenue, London SW2 2JG
Email: enquiries@blueflameplumbingandheating.co.uk
I hereby give notice that I cancel my contract for the supply of the following services:
Services:
Ordered on / Received on:
Customer Name:
Customer Address:
Signature (if sent on paper):
Date:
By signing below, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions (Version 2.3, March 2026).
Customer Name (print):
Property Address:
Customer Signature:
Date:
Quote / Job Reference:
Received by (BlueFlame):
Date: