Terms & Conditions

1. Who we are

Unless your quotation expressly identifies another trader contracting directly with you for a separate service, your contract is with NIMBUS BOILERS, HEAT PUMPS AND RENEWABLES LTD, company number 17259053, registered in England and Wales. Our registered office and postal address is 50 Pembroke Avenue, Scunthorpe, DN16 3LN (postal correspondence only; no customer visits). You can contact us at sales@nimbusheatpumps.co.uk or 01724 622022.

If a quotation identifies a separate contract with another trader, we will give you that trader's identity, role and applicable terms before you are bound. We remain responsible for the work that our contract says Nimbus will provide.

2. When a contract is formed

A quotation is open for acceptance until its stated expiry date. A contract is formed when, after you accept the quotation or agreed scope, we send you a written booking or contract confirmation. We will provide that confirmation in a form you can keep, such as email or PDF.

The contract consists of the accepted quotation, the written job confirmation, the version of these terms supplied before the contract was made and any later written variation expressly agreed by both sides. For the matter it covers, a later agreed variation takes priority, followed by the specific terms of the accepted quotation, then the booking confirmation and then these general terms. A confirmation cannot unilaterally change the accepted quotation. Information about the service that is binding by law remains binding. No website update changes an existing contract retrospectively.

3. Scope, price and changes

Your quotation describes the included goods, services, assumptions, total customer-payable price and payment schedule. The quoted total includes taxes that apply to that quotation and we will not add an unapproved charge later.

Unless the quotation expressly says otherwise, its price is fixed for that stated scope where the property matches those answers and the existing system matches the evidence the quotation relied on.

If the property or existing system materially differs from the information on which the quotation was based or genuinely hidden conditions are discovered, we will explain the issue and pause the affected work. Any change to scope, price or timing must be clearly described and agreed with you in writing before the additional work is carried out. We will not charge for extras you have not approved. This does not prevent the minimum immediate action needed to isolate or leave an unsafe situation safe within the agreed attendance scope. We will explain the safety action promptly. Any further chargeable work still requires your approval.

4. Payments and deposits

The quotation and pre-contract information state the deposit, stage payments, final balance, due dates and accepted payment methods before you are bound. A deposit is part-payment of the contract price; it is not automatically non-refundable. We will provide a receipt for money received.

If you cancel using a statutory cancellation right, refunds and any permitted deduction are handled under section 9 below. If you end the contract outside a statutory cancellation right, we may deduct only reasonable, evidenced direct costs or losses that we could not reasonably avoid. We will explain the calculation. We will not apply a penalty or keep more than reasonably reflects the loss.

Please raise a genuine dispute promptly. You must pay any amount that is not reasonably disputed by its due date. This does not affect any right you have to withhold a disputed amount or use a legal remedy.

5. Access and information

You agree to:

• provide accurate information and tell us promptly if it changes;
• confirm that you are authorised to instruct the work at the property;
• provide safe and reasonable access, working utilities and any agreed parking or access arrangements; and
• tell us about known hazards, asbestos, concealed services, restrictions or other matters that may affect safe delivery.

If safe access is not available, we may pause the work and agree a new appointment. Any charge must arise from your breach of an agreed access obligation, be unavoidable and be limited to a reasonable cost we have actually incurred and explained.

6. Delivery, timing and delays

We will deliver goods and perform services on the date or within the period agreed in writing. If no goods-delivery period has been agreed, we will deliver without undue delay and normally no later than 30 days after the contract is made. If no time for a service has been agreed, we will perform it within a reasonable time. Product availability, severe weather, unsafe site conditions or events genuinely outside our reasonable control can cause delay. We will tell you promptly, limit the effect where we reasonably can and agree a revised plan.

If a material delay is our responsibility or the revised timing is not acceptable where the law gives you a right to end the contract, your statutory remedies remain available.

7. Standards, goods and workmanship

We will provide services with reasonable care and skill and supply goods that meet the legal standards applying to them. Gas work is carried out by a suitably qualified Gas Safe registered engineer within their evidenced competence. We may use suitably qualified employees or subcontractors and remain responsible for work we have contracted to provide.

We will provide the notices, certificates and records that the law requires for the Nimbus work we have contracted to provide, whether or not the quotation lists each document separately.

Existing defects or parts of the property outside the agreed scope are not treated as work supplied by us. If we identify an existing problem that affects the agreed work, we will explain it and follow the written-change process in section 3.

8. Warranties and aftercare

The quotation and pre-contract information state any workmanship cover or commercial guarantee offered, including the guarantor, duration, territorial scope and material registration, commissioning or servicing conditions. Handover documents confirm the registration and conditions that apply to the selected system. Manufacturer cover is provided under the manufacturer's terms. These warranties are in addition to and do not replace or reduce your legal rights.

9. Your right to cancel

If you are a consumer and the contract is made at a distance or away from our business premises, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 may give you a right to cancel without giving a reason.

• For a service contract, the normal cancellation period ends 14 days after the day the contract is entered into.
• For a sales contract, the period normally ends 14 days after the day the goods come into your or your nominated person's physical possession. Different rules can apply to split deliveries.
• Heating installation contracts can include both goods and services. Your pre-contract information will state the cancellation information applicable to your proposed contract before you are bound. Nothing in these terms shortens a cancellation period given by law.

To cancel, tell us clearly by email, post, telephone or any other unequivocal statement using the contact details in section 1 before the applicable period ends. You may use the model form below, but you do not have to.

Urgent repairs and maintenance

The statutory cancellation right does not apply to a visit for urgent repairs or maintenance that you specifically ask us to carry out, but only to the service and goods strictly necessary for that urgent work. It can still apply to additional services or goods supplied beyond what is necessary for the urgent repair.

Starting work during the cancellation period

We will not start a service during the cancellation period unless you make an express request. For an off-premises contract, that request must be on paper, by email or another durable medium. If you then cancel after work has started, you may have to pay a proportionate amount for the service supplied up to cancellation. You will not have to pay that amount if the legal information or required express request was not properly provided or obtained.

You lose the cancellation right for a service only after the service has been fully performed where performance began following your express request and your acknowledgement that the right would be lost on full performance. We will record that request and acknowledgement separately; accepting a quotation alone does not make it.

Refunds after cancellation

Where a statutory cancellation right applies, we will refund the payments the law requires, including the basic delivery charge, without undue delay and normally using the same payment method unless you expressly agree otherwise. We will not charge a refund fee. For a service-only contract, we will make the refund without undue delay and in any event no later than 14 days after you tell us you are cancelling.

If goods have been delivered and we have not offered to collect them, you must return or hand them to us without undue delay and no later than 14 days after telling us you are cancelling. You bear the direct return cost only where we informed you of that before the contract and the law permits it. If an off-premises contract involved goods delivered to your home that cannot normally be returned by post, we will collect them at our expense.

If we offered to collect the goods, we will make the refund without undue delay and no later than 14 days after you tell us you are cancelling. Otherwise, we may wait until we receive the goods or you provide evidence of return, whichever is earlier. We will make the refund no later than 14 days after that date. We may make the deduction the law permits if handling beyond what was necessary to inspect the goods has reduced their value.

Model cancellation form

Complete and return this form only if you wish to cancel the contract. A clear cancellation statement is also acceptable.

10. If either side needs to end the contract

Rights to cancel under section 9 are separate from other rights to end the contract. We may suspend or end the contract only for a substantial reason, such as unsafe conditions, repeated failure to provide agreed access or failure to pay an undisputed amount after reasonable notice. We will explain the reason and give reasonable notice where the circumstances allow.

On termination, we will return any amount paid for goods or services not supplied, less only sums we are legally entitled to retain and can explain. Any rights or remedies already accrued remain unaffected.

11. Your legal rights

The Consumer Rights Act 2015 gives consumers important rights, including that services are performed with reasonable care and skill, information relied on about the service is binding and services are performed within a reasonable time where no time is fixed. Depending on the circumstances, remedies can include repeat performance or a price reduction. Goods must also meet the legal standards that apply to them.

Nothing in these terms excludes, restricts or replaces your statutory rights. You can obtain independent advice from the Citizens Advice consumer service.

12. Responsibility when things go wrong

We are responsible for loss or damage that is a foreseeable result of our breach of contract or failure to use reasonable care and skill. To the extent the loss was not caused by our breach, we are not responsible for loss caused by inaccurate information you supplied or by an existing defect that we could not reasonably have identified. We are not responsible for loss that was not reasonably foreseeable when the contract was made.

We do not exclude or limit liability where it would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of your statutory rights or damage to your property caused by our failure to use reasonable care and skill. If you use the services mainly for domestic or private purposes, we are not responsible for business losses.

13. Complaints and dispute resolution

If you are unhappy with our work, contact us by email, telephone or post using section 1. We aim to acknowledge a complaint within two normal working days, investigate fairly and provide a clear written response.

If we cannot resolve a consumer complaint, our final response will provide the information required by law. Where a law, contract or binding consumer scheme requires us to use an approved alternative dispute resolution provider, we will identify that provider and explain the applicable process. This does not prevent either side from using another lawful remedy. You can also contact the Citizens Advice consumer service for independent guidance.

14. Privacy

We handle personal information as described in our Privacy Policy. Our use of cookies and similar technologies is described in our Cookies Policy.

15. Governing law and courts

These terms are governed by the law of England and Wales. If you live elsewhere in the United Kingdom, you retain any mandatory protection given by the law of that part of the United Kingdom and may bring proceedings in the courts available to you under applicable law.

16. Copies and accessibility

Please save or print these terms with your quotation. We will also provide the applicable terms and cancellation information on a durable medium before you are bound where the law requires it. If you need these terms in another accessible format, contact us using the details in section 1.