Terms and conditions

At Utility Pro’s we aim to make everything as straightforward as we can.

Our terms and conditions are written in plain English and are as jargon-free as possible. If you would like any help or more information, please get in touch with our customer services team at customerservice@example.com

Background

In these Terms & Conditions Utility Pro’s (a company registered in England & Wales with company number 08086606) will be referred to as ‘the Company’ and the person ordering the product will be referred to as ‘the customer’.

  1. All the terms of the contract between the customer and the Company are contained in this document and written specifications provided to the customer by the Company on the website. No variation of the terms shall bind either party unless such variation is made in writing and signed by the party to be bound.
  2. Any concession, latitude or waiver allowed by the Company at any time shall be without prejudice to their strict and full rights under this contract and shall not prevent the Company subsequently exercising such rights.
  3. We try to keep information on the website and in marketing materials relevant and up to date. However, such information should be used as a guide only because products and services are frequently updated and changed.

Communication

  1. All communication between the customer and the Company will be by email. The customer’s email address used by the Company will be the same one supplied by the customer during the ordering process.
  2. When the customer places an order with the Company via the website, the Company will send the customer an email acknowledging the order and stating;
    1. details of what the customer has agreed to purchase.
    2. the total cost.
    3. arrangements for delivery.

Delivery of goods

  1. The Company works hard to ensure the delivery of goods happens on time and with clear correspondence in advance. Notwithstanding this, the customer accepts that sometimes delivery issues occur, and this does not give automatic cause for cancellation.
  2. The customer is responsible for notifying the Company of any local restrictions that could impact the delivery of goods, for example local parking restrictions, steep stair climbs, stair climbs longer than 20 steps, on foot carrying distances greater than 30 meters.

Inspection of the site

  1. After an order is placed with the Company, there is an opportunity for the customer to send photos to the Company using a customer specific weblink. This link is displayed on screen immediately after the order is placed and also sent on email. By viewing the photos in advance the Company can discuss any technical aspects of the installation prior to the engineer attending; this makes the installation process run as smoothly as possible ensuring the right boiler and materials are delivered to enable a suitable installation.The customer agrees that any photos supplied during or after the ordering process are true and accurate images of what the engineer will see at the installation site.
  2. If, upon physical inspection of the site, it is determined that more equipment or a significant amount of extra work is required, then the Company will inform the customer of any increase in costs prior to these costs being incurred. The customer will also be informed of any delay to installation that may be incurred. If the customer declines any extra equipment or work required to facilitate the installation work they are entitled to a full refund.

Carrying out installation work

  1. The customer will need to provide free access to and from the installation property (both internal and external access will likely be required) on the agreed dates so that we can deliver and install equipment. You must also provide free access to water, gas and electricity (where applicable) for installing and testing your new equipment.
  2. Our Engineers come to work to deliver services in your home. They aim to treat you courteously at all times and expect you to treat them in a similarly respectful way. We take seriously any threatening, abusive or violent behaviour against any of our Engineers. Where an incident of threatening, abusive or violent behaviour towards our Engineers occurs, the Engineer will immediately leave your home and the property made safe and the incident may be reported to the police. Utility Pro’s will not send another Engineer to your home until an investigation and risk assessment has been carried out. Utility Pro’s reserve the right to terminate the contract should the work environment be deemed unsafe for our Engineers.
  3. It is the responsibility of the customer to ensure there is adequate vehicle parking for the engineer to park their van within 25 meters of the entrance to the property. Any charges for parking are to be paid by the customer. If a permit for parking is required, it is the responsibility of the customer to organise the permit or notify the Company of the restriction at least two working days before the engineer/delivery is due to arrive (or at the time of ordering, whichever is sooner).