Our terms for quotations, appointments, charges, parts and workmanship.
Last updated: 29 September 2026
These Terms & Conditions apply to services supplied by Hackney Heating & Air Conditioning Ltd (“we”, “us” or “our”). By accepting a quotation, confirming an appointment or instructing us to begin work, you (“the customer”) agree to these terms. Nothing in these terms affects your statutory rights.
We provide plumbing, heating, boiler, gas and air-conditioning services. Gas work will only be carried out where it falls within the relevant engineer’s Gas Safe registration and competence. Our Gas Safe registration number is 961017.
A quotation is based on the information and access available when it is prepared and is normally valid for 30 days unless stated otherwise. An estimate is an indication only and may change if the actual work, materials or site conditions differ. We will explain material changes and seek approval before carrying out additional chargeable work, except where immediate action is reasonably necessary to make the property safe.
Our standard diagnostic visit is a one-time fee of £80 including VAT. This is not a call-out charge; it covers attendance and diagnosis of the reported fault. If the fault can be repaired during the diagnostic visit, any repair, labour or parts beyond the diagnosis will be quoted or agreed as an additional charge before work continues.
If further work is required and you instruct us to complete that related work, the £80 diagnostic fee will be deducted from the price of that job. The deduction applies to the same reported fault and related quotation and is not transferable to unrelated work.
A 20% markup is applied to all parts and materials purchased or supplied by us. This contributes to sourcing, collection or delivery, administration, handling and our responsibility for supplying the item. Any applicable VAT will be shown or included as required on the quotation or invoice.
We may decline to fit customer-supplied parts that are unsuitable, unsafe, incompatible or of uncertain origin. Unless required by law, we are not responsible for the quality, performance, warranty or failure of a part supplied by the customer. Additional labour caused by an incorrect or defective customer-supplied part may be chargeable.
Payment is due in full on completion of the work, unless a different written payment schedule has been agreed in advance. Deposits or staged payments may be required for larger jobs or special-order materials. We may pause work or withhold non-essential documentation where an agreed payment is overdue, without affecting either party’s legal rights.
Prices will state whether VAT is included. The £80 diagnostic fee stated above includes VAT. Where VAT applies, it will be charged at the rate in force on the tax point date.
The customer must provide safe and reasonable access to the property, equipment, utilities and relevant work areas at the agreed time. Appointment times are given in good faith but may be affected by traffic, earlier emergencies, parts availability or other circumstances outside our reasonable control. We will try to notify you of significant delays.
Please give as much notice as possible if you need to cancel or rearrange. Where the Consumer Contracts Regulations give a consumer a 14-day cancellation right for a contract agreed at a distance or away from our premises, that right will apply. If you ask us to start work during that period, you may be required to pay for work reasonably carried out up to the time you cancel. The cancellation right may be lost once a service has been fully performed with your prior request and acknowledgement.
We may cancel or postpone an appointment where an engineer is unavailable, a part is delayed, conditions are unsafe, the requested work is unlawful or outside our competence, abusive behaviour occurs, or circumstances beyond our reasonable control prevent attendance. Any amount paid for work we do not provide will be refunded where appropriate.
Only work described in the accepted quotation or agreed instruction is included. Additional faults or work found after opening, testing or dismantling equipment are not automatically included. We will seek approval before carrying out additional chargeable work unless urgent safety action is reasonably required.
We are not responsible for conditions that could not reasonably be identified before work began, including concealed pipework or cables, structural defects, asbestos, corrosion, pre-existing leaks, inaccessible components, defective existing installations or incorrect information supplied to us. Necessary additional work will be discussed and may be charged separately.
Unless specifically included in writing, our price does not include specialist making good, plastering, tiling, joinery, flooring, painting or decorating. We will take reasonable care and will explain where access holes or disturbance are likely to be necessary.
We will not carry out work we reasonably believe to be unsafe, unlawful or contrary to applicable regulations or manufacturer instructions. If we identify an immediately dangerous or potentially dangerous gas installation, we will follow the applicable Gas Industry Unsafe Situations Procedure. This may include isolating equipment and issuing a warning notice.
Work will be tested where reasonably applicable. Existing systems may reveal unrelated weaknesses or faults when drained, refilled, pressurised, disturbed or recommissioned. We are not responsible for unrelated pre-existing defects, although we will explain any issue we identify and quote separately where further work is required.
Our workmanship is guaranteed for 12 months from the date of completion. If our workmanship is defective, please notify us promptly and give us a reasonable opportunity to inspect and correct it. This guarantee applies to the work we carried out and does not cover unrelated faults, normal wear and tear, misuse, accidental damage, lack of maintenance, interference by others, pre-existing defects, scale or system contamination, manufacturer defects or customer-supplied parts. Your statutory rights remain unaffected.
Manufacturer warranties are subject to the manufacturer’s own terms, including registration, servicing and maintenance requirements. We will provide reasonable assistance with a valid warranty claim for a product we supplied, but the manufacturer is responsible for its own warranty decision.
We will take reasonable care while working. The customer should remove or protect fragile, valuable or vulnerable items and tell us about concealed services, known hazards and special finishes before work begins.
Removal and disposal of waste, packaging, appliances or old parts is included only where stated in writing. Parts removed during our work become our property for disposal unless the customer asks to retain them before they are removed, subject to safety and legal restrictions.
To the extent permitted by law, goods and materials supplied by us remain our property until paid for in full. Risk in installed goods passes to the customer on installation, subject to the customer’s statutory rights.
We are responsible for reasonably foreseeable loss or damage caused by our failure to use reasonable care and skill or by our breach of contract. We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation. We are not responsible for losses that were not reasonably foreseeable, business losses arising from a consumer contract, or loss caused by inaccurate information, lack of access, third parties or pre-existing defects.
We are not responsible for delay or failure caused by events beyond our reasonable control, including severe weather, transport disruption, supply-chain failure, utility interruption, industrial action or emergency restrictions. We will take reasonable steps to reduce the effect and resume work when possible.
If you are unhappy with our work, contact us promptly on 020 3488 6446 or through our contact page. Please provide your name, address, invoice or job reference and a clear description of the issue. We will review the matter and aim to respond within a reasonable time. You must allow us a reasonable opportunity to inspect and, where appropriate, put the work right.
We use personal information to arrange and provide services, communicate with customers, process payments, keep records and meet legal obligations. Further information is set out in our Privacy Policy.
These terms are governed by the law of England and Wales. Consumers living in Scotland or Northern Ireland may also bring proceedings in their local courts where the law permits. If any part of these terms is found unenforceable, the remaining terms will continue to apply.
Hackney Heating & Air Conditioning Ltd
Telephone: 020 3488 6446
WhatsApp: Message us
Gas Safe registration: 961017
