These terms set out the basis on which we provide heat pump, underfloor heating and central heating services. They apply alongside any written quote or contract we agree with you. If anything's unclear, just ask.
1. About us
Devon Heat Pumps is a trading name of Chalmers and Sons Ltd, a company registered in England and Wales (Company No. 15217466, VAT No. 339318976) trading from Clyst St. Mary, Exeter. We're Gas Safe registered, MCS certified, NAPIT approved and RECC members.
2. Quotes & estimates
Quotes are based on a full property survey, including heat loss calculations where relevant. They're valid for 30 days unless we say otherwise in writing.
If extra work is needed once the job has started (for example because of hidden problems uncovered during the work), we'll stop, explain what's needed and agree the change with you before going further. You won't be charged for unexpected extras without your agreement.
An “estimate” is our best guess at the cost and may vary. A “quote” is a fixed price, subject only to changes we've agreed with you in writing.
3. Boiler Upgrade Scheme & grants
Where you're eligible for the Boiler Upgrade Scheme (BUS) or any other grant, we apply on your behalf as your MCS installer. The grant amount is applied as a discount on your invoice once Ofgem confirms eligibility.
If a grant is refused, or paid at a lower amount than expected for reasons outside our control, the difference becomes payable by you under the terms of your quote. We'll always check eligibility carefully up front so this is unlikely to happen.
4. Acceptance & booking
A contract is formed when you accept a quote in writing (email or signed acceptance is fine), or when we begin work with your agreement. We'll then agree a survey or install date with you.
5. Your right to cancel
If you're a consumer and you accept a quote away from our business premises (for example at your home, by phone or by email), you have 14 days to cancel without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
If you'd like us to start work within the 14-day period, please tell us in writing. If you then cancel, we can charge you for any work and materials already used, in proportion to the contract.
6. Payment
For installs we'll usually agree a deposit to cover ordering of equipment, a stage payment on installation, and a final balance on commissioning. The exact schedule will be set out in your quote.
Servicing and smaller jobs are invoiced on completion, payable within 7 days by bank transfer or card.
Late payments may incur interest under the Late Payment of Commercial Debts (Interest) Act 1998 where it applies.
7. Access & site conditions
We need safe, reasonable access to your property to do the work, including external space for the heat pump unit and indoor space for the cylinder and controls. Please let us know in advance about parking restrictions, pets, vulnerable people in the home, asbestos, or anything else we should be aware of.
If we can't carry out the work because of access problems on the day, we may need to charge a reasonable call-out fee.
8. Equipment & warranties
All equipment we supply is new and fit for purpose. Manufacturer warranties on heat pumps, cylinders and controls are passed on to you in full — we'll register them on your behalf and give you the paperwork. Heat pump warranties commonly run 5–10 years depending on the brand and on you keeping up with annual servicing.
We'll honour our own workmanship to a high standard. If something we've installed fails because of how we fitted it, we'll come back and put it right.
9. Your statutory rights
Nothing in these terms limits your rights under the Consumer Rights Act 2015. Services we supply must be carried out with reasonable care and skill, within a reasonable time, and at a reasonable price (unless we've agreed one with you).
10. Our liability
We carry full public liability insurance. We're responsible for loss or damage we cause through our negligence or breach of contract, up to the limits of that insurance.
We don't accept liability for:
- pre-existing faults in your property, electrical supply or heating system that we hadn't been asked to inspect;
- poor performance caused by inadequate insulation, leaks or other issues outside the scope of our install;
- damage caused by other trades or by you after we've left;
- loss that wasn't reasonably foreseeable.
Nothing in these terms excludes our liability for death or personal injury caused by our negligence, fraud, or anything else that can't be excluded by law.
11. Complaints
If you're not happy with any part of the work, please tell us as soon as possible — email info@devonheatpumps.com or call 07576 555247. We'll respond within 5 working days and aim to resolve things within 30 days.
As MCS certified installers and RECC members, our work is covered by the RECC Consumer Code, which includes an independent dispute resolution service if we can't sort things out between us. Full details at recc.org.uk.
12. Governing law
These terms are governed by the law of England and Wales, and any disputes will be dealt with by the courts of England and Wales.
13. Changes
We may update these terms from time to time. The version that applies to your job is the one in force on the date you accepted your quote.