Terms and conditions
These are the rules for using our services, what you can expect from HomePal Group, and your rights and responsibilities.
At HomePal we aim to make everything as straightforward as possible .
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 firstname.lastname@example.org
1. How and When these Terms Apply:
(a)Please make sure you read these terms thoroughly before using our services.
(c)The latest version of our Terms and Conditions will always apply and we only make updates when we offer a new service, change how we provide our services, have to comply with any new legal requirements or if any previous terms and conditions are abused.
2.What Our Services Are :
(a)Services are anything offered by HomePal across all works we offer. For example: Enquiries, Estimates, Installations, Repairs, Emergencies, Servicing, Inspections, Guarantees.
(a)For the purpose of these Terms and Conditions the following words or phrases have the following meanings.
(b)Us/We/Our refers to - HomePal
(c)“You” refers to you, the customer (or person or organisation for whom we have agreed to carry out the work and or supply materials).
(d)Tradesperson/tradespeople refer to the representatives appointed by HomePal to carry out work.
4.Making an Appointment:
(a)We provide a transparent charging policy where each service is outlined with what the customer can expect and the charges entailed.
(b)Custom services are usually quoted for via email.
(c)The information given to us by you at the booking stage is what we rely on in preparation for your job.
(d)In booking us to work for you, you agree that you are supplying true and accurate information about what our engineer will find on site.
(e)Discrepancies may result in extra charges and/or delays.
(a)We offer a no call out fee.
(b)Our engineers will not commence any work until agreed by you.
(c)When the quote has been agreed by you, a date will be agreed and then the works will commence.
(d)Parts may be needed to complete the job and on occasion we will be coming prepared with parts which may have been collected en-route, as time has been taken to collect these parts, this will be chargeable.
(e)If you plan to be out when our engineer attends, you may need to make yourself available in case :-
.(1) A legal document needs to be signed ie. Gas Safety Certificate
.(2) Further authorisation is needed
.(3) To make payment when the work has been completed.
(f)Our engineer can accept payment by debit or credit card, bank transfer or cash at this time.
(g)Our engineers will aim to fix as many problems as quickly as possible but please be prepared for the work to take longer.
(h)To comply with Health and Safety Regulations, two engineers will be sent to carry out certain work. If there is an issue with this, we must be informed in advance so we can make alternative arrangements. Please note, if there are two engineers working, the time spent completing work is halved, we will charge accordingly. Please do not assume that if two engineers turn up to work, that you will be paying for one engineer only. We work in pairs and have found over the years that this method saves time completing the work and helps to get the job done more efficiently. It is quite common for two engineers to get work done in less than half the time so please allow us to carry out the work as we see fit.
(i)Please be aware that an engineer’s mobile phone/Tablet is now considered part of his toolkit and it is highly unlikely that it is being used for anything other than work. Mobile phones or Tablets are used for diagnosis, as we have access to manufacturers technical data. The engineer may also be completing his notes and taking photographs for our systems.
(j)If you have no parking available, we may pass on the costs for parking our vehicle whilst carrying out your work.
(k)If we have quoted for some work specifically, the quote applies unless otherwise discussed.
(l)We have a lot of customers to see each day and so we will endeavour to complete the work as swiftly as possible.
(m)Due to the nature of our work, it simply isn’t possible to know how long each appointment may take, so please be prepared for your appointment to be moved/re-scheduled/extended We will endeavour to keep our customers fully informed as soon as we become aware that our engineers may be late to arrive during the allotted time slot.
6.The total charge to you will consist the costs of:
(a) Labour (the amount of time spent by the tradesperson carrying out work) including all reasonable time spent in researching, communicating about, sourcing and obtaining non-stocked materials, charged in accordance with our current hourly rates which is time spent on any particular piece of work.
(b)You will only be charged for the time spent related to your work. All other time, i.e. lunch breaks is non-chargeable.
(c)Materials, parts and equipment costs related to your job.
(d)Disposal of materials, sanitary ware, boilers, radiators can be arranged by HomePal and will be charged to the customer. General packaging will be the responsibility of the customers. Safe removal of any hazardous waste/materials, such as asbestos is the responsibility of the customer at their own expense or arranged by HomePal at their request.
7.Fixed Price Work:
Where a written estimate/quote has been supplied to you, the total charge outlined in the estimate/quote maybe revised in the following circumstances:
If, after submission of the estimate/quote:
(a)You instruct us (in writing or verbally) to carry out additional work not referred to in the estimate or quote.
(b)There is an increase in the price of materials.
(c)It is discovered that further work needs to be carried out which was not easily anticipated when the estimate/quote was prepared.
(d)It is discovered that there was an obvious error when the estimate/quote was prepared.
We will not be under obligation to provide an estimate/quote to any customer and will only be bound by estimates/quotes given in writing to you and signed by an authorised representative. We will not be bound by any estimate/quote given orally or in which obvious errors have occurred.
8.Collection of Materials/Parts:
Collection of non-stock items is chargeable, however:
(a)Time taken will be kept to a minimum and within reason. We are unable to control how long our suppliers take to deliver or present goods at any time.
(b)We are unable to carry everything required to carry out our trade. Only one tradesperson is permitted to leave the job to collect the required materials/parts – unless the item is heavy, over 25Kgs or a period for a lunch break is to be taken at the same time. Supplies and/or materials are ordered within a reasonable time frame but HomePal cannot be held responsible for the non-delivery of any item.
9.Invoices and Payment:
(a)Upon your agreement for us to carry out estimated or pre-booked work, a deposit of 50% of the total is payable immediately. We reserve the right to request full payment in advance at our discretion. We reserve the right to cancel bookings at our discretion. The work can be cancelled or rescheduled at any time by HomePal, should an earlier job over-run. Should this happen we will contact you to arrange the next available time slot available.
(b)Payment is due upon receipt of your invoice, we reserve the right to accrue and charge interest on any part of an invoice, which remains unpaid at a rate of 4% over the base rate until payment is received by us in full.
(c)You accept sole liability to make payment in full, unless you disclose when initially instructing us, to carry out work and /or supply materials that you are acting on behalf of a third party.
(d)Should you have a query regarding the time charges on your invoice, we can check the timekeeping of the engineer as we have trackers fitted to our mobile phone and tablets. Any invoice query raised is checked against the tracking system and adjustments can be made should they be deemed appropriate.
Where the date/time for work to be carried out is agreed, we will always try as best as reasonably possible to ensure that the tradesperson attend accordingly. We accept no liability for the late or non-delivery of materials, which is often out of our control. We will not be liable for any delay, or for the consequences of any delay, in performing any of our obligations if such delay is due to any cause beyond our reasonable control and we will be entitled to a reasonable extension of the time for performing such obligations. We also will be at liberty to charge for time that is wasted which falls under the liability of the customer or the customer’s contractor, subcontractor or service being used.
(a)If you need to cancel or re-arrange your appointment, you must notify us by the end of the previous working day before the scheduled appointment.
(b)For cancellations made further in advance you should ask for confirmation in writing/email that your appointment has been cancelled, so that you are not liable to be charged.
(c)If your cancellation is late you will be liable for the cost of any time and materials incurred by us, together with the profit that would have been made by us, in accordance with the original instructions.
(d)Late cancellations and no-shows will be charged for loss of time and potential loss of earnings.
(e)Should you wish to cancel the installation of a new Boiler or new Bathroom Suite purchased by us within 7 days of your appointment, you may be subject to a 25% restocking charge for the cost of the materials purchased.
(a)HomePal are committed to providing professional, high-quality service to every customer. If, after we have carried out the work and you are not wholly satisfied with our service(s) you must contact us in writing. You must allow us the opportunity to both inspect and carry out remedial work where appropriate. If you fail to notify us, as outlined above, then we will not be liable in respect of any defects in the work carried out or any remedial work carried out as a result of any work carried out by us.
(b)HomePal cannot be held responsible for any loss of profit, loss of business or business interruptions should any work over-run. In the event of suspension or cancellation of work at the customer’s request or lack of instruction or delays in delivery of essential materials, caused by matters beyond our control, any additional expenses or losses incurred by/to HomePal shall be deemed chargeable to the customer.
(c)If you raise an issue relating to workmanship we will send an engineer back to the property on the basis of a ‘call-back’. If an issue arises that is related to any works HomePal have carried out, then this will be corrected free of charge. A charge will apply if the issue is unrelated to a fault we have worked on. All work carried out by HomePal will be done with reasonable skill and care by a suitably qualified engineer.
(a)For your peace of mind, we provide you with a 12-month guarantee on labour/work carried out by a HomePal engineer, in respect of faulty workmanship only. This is valid from the date of completion and in addition to any manufacturer’s warranty or guarantee. The installation pipework, joints and hand-applied seals benefit from a 1-year warranty to include all parts and labour.
This guarantee will become null and void if the work/appliance completed by us is:
(1)Subject to misuse or negligence
(2)Repaired, modified or tampered with by anyone other than a HomePal engineer. We will accept no liability, or guarantee suitability, for materials supplied by you and will accept no liability for any consequential damage or fault
(3)Unpaid for, and if the terms and conditions set out here are not adhered to.
(4)We do not guarantee any work in respect of:
(5)Blockages in waste or drainage systems,
(6)Any work undertaken on instruction from you and against the written or verbal advice of our engineer,
(7)Repairs to any existing appliances, parts or fittings.
(b)Work is only guaranteed if directly undertaken by us or a subcontractor provided by us, and payment in full has already been received. Any unrelated or related faults arising from recommended work, which has not been undertaken by us, will not be guaranteed.
(a)We will only be liable for rectifying our own guaranteed work and will not be held responsible for any ensuing damage or claims resulting from other work overlooked or subsequently requested and not undertaken at the time of the original job.
(b)We will not be held responsible or liable for any damage or defect resulting from work not fully guaranteed, or where recommended work has not been carried out. Work will not be liable where our engineer has informed you either verbally or it has been indicated on any certificates/invoice or communication from us that further work is advised.
(c)Whilst HomePal will take all reasonable care, it accepts no liability for any damage to existing plasterwork, decorations, flooring, wiring and other services at your property, which may be a consequence of carrying out the work required. Cuts or holes made to allow for equipment will be made good but not permanently finished or re-decorated. Floorboards will be re-instated or replaced where necessary but special and/or laminated floors cannot be permanently re-fixed.
(d)Any carpets that are lifted will be re-laid to the best of our ability, however we are not responsible for reinstating carpets that have been nailed or glued down. It should be anticipated that an amount of re-decoration may be required and this will be the customer’s responsibility and is not included in the price.
(e)HomePal cannot be held liable for any damage or incompatibility to existing plumbing installations that are not compatible with a new boiler. We will make every reasonable effort to ensure that this is not the case but you should be aware that this could happen for various unforeseen reasons that are not apparent at the beginning of the job.
(f)HomePal cannot be held liable for any structural defects or weaknesses at the property, whether visible or not. If there is any doubt, it may be prudent to engage an appropriately qualified structural engineer/surveyor to inspect your property.
(g)As a customer, you need to be aware that there are variations in building materials in respect of colour, texture and general appearance. HomePal will endeavour to match as closely as possible but cannot be held liable for any variations introduced to matching existing materials. We shall not be held liable for any delays or the consequence of delays beyond our control. You will be solely liable for any hazardous situation in respect of the Gas Safe Regulations or any Gas Warning Notice issued by a HomePal engineer.
15.Title of Goods:
(a)Goods and or materials supplied by us to you on your premises shall remain the property of HomePal until paid for in full. Whilst goods remain our property we have the authority to:
(b)Retake, sell or otherwise deal with or dispose of all or any part of these goods,
(c)Seek legal action/injunction to prevent you from selling, transferring or disposing of our goods.
(d)The risk in goods will pass to you on delivery and you must insure them at replacement value and be able to provide evidence of insurance, if asked.
Please be aware that our Terms and Conditions will prevail over any terms and conditions used by you or contained, set out or referred to in any documentation sent to us by you.
By entering into a contract with us you are agreeing irrevocably to waive the application of any such terms and conditions.
We reserve the right to refuse or decline to undertake any work.
We reserve the right at our discretion to designate any tradesperson who will represent us.
Abusive, rude or unsafe conditions are not tolerated and we will cancel a working relationship if our ability to offer a service is compromised in such a way.
The customer agrees, on instructing us, to provide a safe and respectful workplace for our engineers.