Terms & Conditions

TERMS AND CONDITIONS – HOME ASSIST 365 LTD

Last Updated: January 2026

PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY BEFORE USING OUR SERVICES

1. INTRODUCTION

1.1 These Terms and Conditions (“Terms”) govern the provision of heating, plumbing and related services (“Services”) by Home Assist 365 Ltd (“we”, “us”, “our” or “the Company”) to you (“you”, “your” or “the Customer”).

1.2 By booking or accepting our Services, you agree to be bound by these Terms and Conditions.

1.3 These Terms apply to all services we provide including but not limited to: • Boiler repairs and installations • Boiler servicing and maintenance • Gas safety inspections and certificates (CP12) • Central heating system repairs and installations • Radiator repairs and installations • Powerflushing services • Emergency callout services • Boiler Care Plans • Any other heating or plumbing services we may offer

1.4 Our contact details are:
Home Assist 365 Ltd
Henleaze Business Centre Harbury Road Bristol BS9 4PN
Email: helpdesk@homeassist365.co.uk
Telephone: 0117 9474040
Company Registration Number: 11955704
Gas Safe Registration Number: 632778

2. DEFINITIONS

2.1 In these Terms, the following definitions apply:

“Business Day” means Monday to Friday, excluding public holidays.

“Care Plan” means our boiler care and maintenance plan as detailed on our website and in separate Care Plan Terms and Conditions.

“Contract” means the legally binding agreement between you and us for the provision of Services, formed when we accept your booking or issue a quotation which you accept.

“Emergency Callout” means a request for urgent service outside of normal business hours or for a heating system failure requiring immediate attendance.

“Estimate” means an approximate indication of cost which may be subject to change following inspection.

“Finance” means credit arrangements offered through our appointed principal, Koze Group Ltd.

“Installation” means the supply and fitting of heating equipment, boilers, radiators or related appliances.

“Quote” means a fixed-price offer for specified work, valid for the period stated.

“Services” means the heating, plumbing and related services we provide as described in these Terms.

“Site” means the property or location where Services are to be provided.

“Working Day” means Monday to Saturday, 8am to 6pm, excluding public holidays.

3. QUOTATIONS AND ESTIMATES

3.1 All quotations are valid for 30 days from the date of issue unless otherwise stated.

3.2 Quotations are based on the information provided by you and our initial inspection (where carried out). If site conditions differ from those described or inspected, we reserve the right to revise the quotation.

3.3 Estimates are approximate only and not binding. Final costs will be confirmed once the work has been inspected and assessed.

3.4 All quotations and estimates are subject to a site survey. We reserve the right to amend pricing if additional work or unforeseen issues are discovered.

3.5 Additional work required beyond the scope of the original quotation will be quoted separately and requires your approval before we proceed.

3.6 All prices quoted include VAT at the prevailing rate unless otherwise stated.

4. BOOKING AND ACCEPTANCE

4.1 A Contract is formed when: • You accept our quotation (verbally, in writing, or by email) • You book an appointment for Services • We commence work at your request • You sign our acceptance form or service sheet

4.2 We will confirm your booking in writing (by email or SMS) including: • Date and approximate time of attendance • Description of Services to be provided • Price (where confirmed) • Any special requirements or access instructions

4.3 By accepting our quotation or booking our Services, you confirm that: • You have authority to instruct us to carry out the work • You are over 18 years of age • All information provided is accurate • You have read and agree to these Terms and Conditions

5. PRICES AND PAYMENT

5.1 Our prices are as quoted or as displayed on our website at the time of booking.

5.2 Payment terms:

For Repairs and Servicing: • Payment is due upon completion of work unless otherwise agreed • We accept payment by cash, card, bank transfer, or cheque (subject to clearance)

For Installations: • A deposit may be required to secure materials (typically 25-50% of total cost) • Balance is due upon completion of installation • We reserve the right to request staged payments for large projects

For Emergency Callouts: • A callout fee is payable upon attendance • If repair work is approved and carried out on the same visit, the callout fee may be waived • Payment is due upon completion

5.3 Where payment is overdue by more than 14 days, we reserve the right to: • Charge interest at 8% per annum above the Bank of England base rate • Suspend any ongoing work or Care Plan coverage • Engage debt collection services (costs of which may be added to your debt) • Take legal action to recover the debt

5.4 We reserve the right to increase prices for materials or labour if costs increase significantly between quotation and completion, provided we give you notice and the opportunity to cancel.

5.5 All prices include VAT at the current rate. If VAT rates change between quotation and completion, the price will be adjusted accordingly.

6. FINANCE

6.1 We offer finance options for boiler installations through our appointed principal, Koze Group Ltd.

6.2 Home Assist 365 Ltd (FRN: 971539) are an appointed representative of Koze Group Ltd, a credit broker not a lender. Koze Group Ltd are authorised and regulated by the Financial Conduct Authority (FRN 811281) registered in England (08357963).

6.3 Finance is subject to status, age, and credit checks. Not all customers will qualify for finance.

6.4 We act as a credit broker and will introduce you to finance providers on our panel. We do not provide lending services directly.

6.5 If your finance application is approved, you will enter into a separate credit agreement with the lender. The terms of that agreement will be provided to you directly by the lender.

6.6 You have a 14-day cooling-off period from the date you sign the credit agreement. If you cancel the credit agreement during this period, you must pay us in full by alternative means.

6.7 We will not commence installation work until finance has been approved and all agreements signed, unless alternative payment arrangements are made.

6.8 Full finance terms, rates, and representative examples are available on our website and in our Finance Information documents.

7. CANCELLATION BY YOU

7.1 You have the right to cancel your booking or Contract with us as follows:

Cancellation Before Work Commences: • You may cancel at any time before we begin work • If materials have been ordered specifically for your job, you will be charged for these materials at cost • If a deposit has been paid, it will be refunded less any material costs incurred

Cancellation Within 14 Days (Distance Selling Regulations): • If you booked our Services online, by phone, or by email (i.e., not in person), you have a legal right to cancel within 14 days of making the booking • However, if you request that we begin work within this 14-day period, you waive your right to cancel without charge • If you cancel after we have started work, you must pay for work completed and materials used

Cancellation After Work Has Commenced: • You may cancel the Contract at any time, but you will be charged for:

All work completed to date
All materials ordered or used
Reasonable costs incurred in preparation for the work

7.2 To cancel, you must inform us: • By telephone: 0117 9474040 • By email: helpdesk@homeassist365.co.uk • In writing to: Henleaze Business Centre, Harbury Road, Bristol, BS9 4PN

7.3 Appointment Cancellations and Rescheduling: • You may cancel or reschedule appointments without charge if you give us at least 24 hours’ notice • If you cancel with less than 24 hours’ notice, we reserve the right to charge a cancellation fee of up to £50 • If we attend site and you are not present or access cannot be gained, we may charge a wasted visit fee of up to £95

8. CANCELLATION BY US

8.1 We reserve the right to cancel or postpone Services in the following circumstances:

Adverse weather conditions that make it unsafe to work • Engineer illness or emergency • Access to the Site cannot be gained • Site conditions are unsafe • You have provided false or misleading information • Payment has not been received when due • We reasonably believe you have breached these Terms • We are unable to obtain necessary materials or parts • We reasonably believe the work cannot be completed safely or legally

8.2 If we cancel for any reason other than your breach of these Terms, we will: • Give you as much notice as possible • Offer to reschedule at the earliest opportunity • Refund any deposit or payments made (unless materials have been ordered)

8.3 We will not be liable for any losses or damages arising from our cancellation or postponement in these circumstances.

9. OUR OBLIGATIONS

9.1 We will: • Carry out all work with reasonable skill and care • Employ only Gas Safe registered engineers for gas work • Comply with all relevant regulations and standards including Gas Safety (Installation and Use) Regulations 1998 • Use good quality materials and parts • Carry out work in accordance with manufacturer instructions • Complete work within any agreed timeframes (or notify you of delays) • Minimize disruption to your property • Leave the work area clean and tidy • Provide all required certification upon completion (Gas Safety certificates, Building Control notifications, etc.) • Maintain appropriate insurance coverage

9.2 All gas work will be carried out by engineers registered with Gas Safe Register. We will provide you with our Gas Safe registration details on request.

9.3 We will provide you with a completion certificate for all gas work as required by law.

9.4 Where work requires notification to Building Control (such as certain installations), we will either: • Notify Building Control ourselves (if we are registered under a Competent Person Scheme), or • Provide you with the necessary documentation to notify Building Control yourself

10. YOUR OBLIGATIONS

10.1 You must: • Provide accurate information about the work required and the property • Provide safe and reasonable access to the Site at agreed times • Ensure that someone over 18 years old is present during the work • Provide access to electricity and water supplies if required • Ensure that the work area is clear and accessible • Inform us of any known hazards (asbestos, structural issues, etc.) • Provide parking facilities for our vehicles where reasonably possible • Not interfere with or obstruct our engineers while they work • Pay all invoices when due • Inform us immediately if you have any concerns about the work • Ensure that any existing heating system has been maintained and serviced appropriately • Provide details of any warranties or guarantees on existing equipment

10.2 If you fail to provide access at the agreed time, we may charge a wasted visit fee of up to £95.

10.3 You must inform us before we commence work if: • You are a tenant (we may require landlord authorization) • The property is listed, in a conservation area, or subject to planning restrictions • There are any known defects or issues with the property • Asbestos or other hazardous materials are present • The property is unoccupied or has been vacant for an extended period

10.4 You are responsible for ensuring compliance with any lease, tenancy agreement, planning restrictions, or building regulations that may affect the work.

11. SITE CONDITIONS AND ADDITIONAL WORK

11.1 Our quotations are based on the assumption that: • The property structure is sound • Existing pipework, electrics, and drainage are in good condition • No asbestos or hazardous materials are present • Access is straightforward • No additional work or alterations are required

11.2 If we discover unforeseen issues or additional work is required, we will: • Stop work and inform you immediately • Provide a quotation for the additional work • Only proceed with your express authorization • Advise you if specialist contractors are required

11.3 We are not responsible for: • Damage to existing defective or substandard work • Making good to decorative finishes (unless specifically quoted) • Removal of existing equipment (unless specifically quoted) • Asbestos surveys or removal • Structural alterations or building work (unless specifically quoted) • Electrical work (unless carried out by our qualified electricians)

11.4 If we encounter asbestos or hazardous materials, we will stop work immediately and you will be responsible for arranging safe removal before work can continue.

12. PARTS AND MATERIALS

12.1 Unless otherwise agreed, we will supply all parts and materials necessary for the work.

12.2 All parts and materials will be: • New (unless reconditioned parts are agreed in writing) • Of satisfactory quality • Fit for purpose • Sourced from reputable suppliers

12.3 Specific brands or models may be specified in quotations. If these become unavailable, we will: • Inform you immediately • Offer an equivalent alternative • Provide any price adjustment (up or down) • Proceed only with your approval

12.4 We reserve the right to substitute parts or materials with equivalent alternatives if the specified items become unavailable.

12.5 Any parts removed from your property remain your property unless we have agreed to dispose of them.

13. WARRANTIES AND GUARANTEES

13.1 We provide the following guarantees on our work:

Workmanship Guarantee: • All our work is guaranteed against defects in workmanship for 12 months from the date of completion • This guarantee covers labour costs to rectify any faults arising from our workmanship • This guarantee does not cover parts, which are covered by manufacturer warranties

Parts and Materials: • Parts and materials are covered by the manufacturer’s warranty • Warranty periods vary by manufacturer and product (typically 1-12 years for boilers) • We will provide you with all warranty information and registration details • Some warranties require annual servicing to remain valid

New Boiler Installations: • New boilers are covered by the manufacturer’s warranty (typically 5-12 years depending on the model and registration) • Worcester Bosch boilers installed by us may be eligible for extended warranties up to 12 years (subject to annual servicing) • We will register all warranties on your behalf where possible

13.2 Our workmanship guarantee does not cover:

Faults arising from misuse, neglect, or lack of maintenance • Damage caused by third parties • Fair wear and tear • Faults arising from your failure to follow operating instructions • Work carried out by third parties after our installation • Faults arising from modifications made without our approval • Damage caused by freezing, flooding, or other external factors • Breakdown of parts (covered by manufacturer warranty) • Costs of access if decorative finishes need to be disturbed

13.3 To make a warranty claim: • Contact us as soon as the fault is discovered • Provide proof of payment and completion • Allow us reasonable access to inspect and rectify the fault • Do not attempt repairs yourself or engage third parties (this may void the warranty)

13.4 Our liability under this warranty is limited to rectifying the defect in workmanship. We will not be liable for any consequential losses.

13.5 This warranty is in addition to your statutory rights and does not affect your rights under the Consumer Rights Act 2015.

14. BOILER CARE PLANS

14.1 We offer Boiler Care Plans which provide annual servicing and other benefits.

14.2 Care Plans are subject to separate Terms and Conditions which will be provided to you when you sign up.

14.3 Care Plans are monthly subscriptions and can be cancelled in accordance with the Care Plan Terms & Conditions.

14.4 Care Plan coverage does not include: • Pre-existing faults • Repairs arising from lack of maintenance prior to joining the plan • Consequential damage • Upgrades or improvements

14.5 Full details of Care Plan coverage, exclusions, and pricing are available on our website or on request.

15. CONSUMER RIGHTS

15.1 Nothing in these Terms affects your statutory rights under: • Consumer Rights Act 2015 • Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 • Consumer Protection from Unfair Trading Regulations 2008 • Other applicable consumer protection legislation

15.2 Under the Consumer Rights Act 2015, we must provide Services: • With reasonable care and skill • For a reasonable price (where no price has been agreed) • Within a reasonable time (where no time has been agreed) • In accordance with any information we have provided

15.3 If we breach these obligations, you have rights to: • Require us to repeat or fix the service (within a reasonable time and without significant inconvenience) • Receive a price reduction (if we cannot fix the service or it would cause significant inconvenience)

15.4 Your rights under the Consumer Rights Act 2015 apply for a reasonable time after the service is completed (typically up to 6 months for minor issues, longer for significant defects).

15.5 For advice on your consumer rights, contact Citizens Advice: 0808 223 1133 or www.citizensadvice.org.uk

16. LIABILITY AND INSURANCE

16.1 We maintain the following insurance: • Public Liability Insurance: £[X] million • Employer’s Liability Insurance: £[X] million • Professional Indemnity Insurance: £[X] million

16.2 Proof of insurance is available on request.

16.3 Our liability to you is as follows:

16.4 We will be liable for: • Death or personal injury caused by our negligence • Fraud or fraudulent misrepresentation • Breach of the terms implied by Consumer Rights Act 2015 • Any other liability that cannot be excluded by law

16.5 We will not be liable for: • Loss of earnings or business • Loss of profits • Loss of contracts or opportunities • Loss of or damage to data • Wasted expenditure • Indirect or consequential losses • Losses arising from your failure to follow our instructions or advice • Damage to decorative finishes (unless we have agreed to make good) • Damage caused by existing defects in your property • Damage caused by third parties • Losses arising from our cancellation due to circumstances beyond our control

16.6 Subject to clauses 16.4 and 16.5, our total liability to you for any losses arising from a single incident or series of related incidents shall not exceed the price paid for the Services to which the claim relates, or £5,000, whichever is greater.

16.7 You are responsible for: • Maintaining adequate insurance on your property and contents • Ensuring that any works comply with your insurance requirements • Notifying your insurer of any work carried out if required by your policy

16.8 We recommend that you check with your home insurance provider before any major work is carried out.

17. FORCE MAJEURE

17.1 We will not be liable for any failure or delay in performing our obligations where such failure or delay results from circumstances beyond our reasonable control, including but not limited to:

Acts of God, flood, drought, earthquake, or other natural disaster • Epidemic or pandemic • Terrorist attack, civil war, civil commotion, riots, or invasion • War, threat of or preparation for war, armed conflict • Fire, explosion, or accidental damage • Government action, including but not limited to lockdowns or restrictions • Collapse of buildings, breakdown of plant or machinery • Strike, lockout, or other industrial action • Difficulty or increased cost in obtaining materials, parts, or transport • Interruption or failure of utility service • Third-party supplier failures

17.2 If a Force Majeure event prevents us from performing our obligations for more than 30 days, either party may terminate the Contract by giving written notice. Any money paid in advance will be refunded (less the cost of any materials already purchased).

18. HEALTH AND SAFETY

18.1 We are committed to maintaining high standards of health and safety.

18.2 Our engineers will: • Carry photo identification • Wear appropriate personal protective equipment • Use dust sheets and floor protection where appropriate • Conduct risk assessments before commencing work • Follow safe working practices • Report any safety concerns immediately

18.3 You must inform us of any health and safety hazards on Site including: • Asbestos or other hazardous materials • Structural defects • Gas leaks or carbon monoxide concerns • Electrical faults • Unsafe access routes • Pets or other animals

18.4 If we identify a dangerous situation (such as a gas leak or carbon monoxide risk), we may: • Isolate the affected system immediately • Issue a warning notice • Report the matter to the relevant authority (Gas Safe Register, HSE, etc.) • Refuse to carry out further work until the danger is resolved

18.5 We will comply with all applicable health and safety legislation including the Health and Safety at Work Act 1974 and CDM Regulations (where applicable).

19. DATA PROTECTION AND PRIVACY

19.1 We process your personal data in accordance with UK GDPR and the Data Protection Act 2018.

19.2 Full details of how we collect, use, store, and protect your personal information are set out in our Privacy Policy, which is available on our website.

19.3 By using our Services, you consent to the processing of your personal data as described in our Privacy Policy.

19.4 We will not share your personal information with third parties except: • As required to provide the Services (e.g., finance providers, manufacturers for warranty registration) • As required by law • With your consent

20. COMPLAINTS

20.1 We are committed to providing excellent customer service. If you are unhappy with any aspect of our service, please let us know.

20.2 Our full Complaints Policy is available on our website and sets out how we handle complaints.

20.3 To make a complaint, contact us: • By phone: 0117 9474040 • By email: helpdesk@homeassist365.co.uk • In writing: Henleaze Business Centre, Harbury Road, Bristol, BS9 4PN

20.4 We aim to resolve all complaints within 10 working days.

20.5 If you are unhappy with our response, you can escalate your complaint to our Director, Shaun Downton.

20.6 If we cannot resolve your complaint, you may be able to refer it to: • Citizens Advice Consumer Service: 0808 223 1133 • Gas Safe Register (for gas safety concerns): 0800 408 5500 • Your local Trading Standards office

20.7 For questions or complaints about a finance agreement, please contact the lender named on your finance agreement. For complaints about the credit-broking service provided by Home Assist 365 Ltd, please follow our Complaints Handling Procedure.

21. INTELLECTUAL PROPERTY

21.1 All intellectual property rights in any documents, designs, drawings, or materials we create remain our property.

21.2 You may use these materials for the purpose of the Services we provide, but you may not reproduce, distribute, or use them for any other purpose without our written consent.

21.3 Our company name, logo, and branding are our trademarks and may not be used without our permission.

22. ENTIRE AGREEMENT

22.1 These Terms and Conditions, together with: • Our quotation or booking confirmation • Our Privacy Policy • Our Complaints Policy • Any Care Plan Terms and Conditions • Any Finance agreement

constitute the entire agreement between us and supersede all previous agreements, understandings, or arrangements.

22.2 Any variations to these Terms must be agreed in writing and signed by both parties.

22.3 If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

23. THIRD PARTY RIGHTS

23.1 These Terms are between you and us. No third party has any right to enforce any provision of these Terms under the Contracts (Rights of Third Parties) Act 1999.

23.2 This does not affect any rights or remedies available to third parties under other laws.

24. ASSIGNMENT AND SUBCONTRACTING

24.1 We may assign or transfer our rights and obligations under these Terms to another company, provided this does not adversely affect your rights.

24.2 You may not assign or transfer your rights or obligations without our written consent.

24.3 We may subcontract any of our obligations, but we remain responsible for the performance of subcontractors.

25. NOTICES

25.1 Any notice required under these Terms must be in writing and sent to:

For You: The address provided in your booking or quotation

For Us: Home Assist 365 Ltd Henleaze Business Centre Harbury Road Bristol BS9 4PN Email: helpdesk@homeassist365.co.uk

25.2 Notices sent by email are deemed received when sent (if sent during business hours) or the next business day (if sent outside business hours).

25.3 Notices sent by post are deemed received two business days after posting (UK addresses).

26. GOVERNING LAW AND JURISDICTION

26.1 These Terms and Conditions are governed by the laws of England and Wales.

26.2 Any disputes arising from these Terms will be subject to the exclusive jurisdiction of the courts of England and Wales.

26.3 If you are a consumer in Scotland or Northern Ireland, you may bring proceedings in your local court.

27. GENERAL PROVISIONS

27.1 Our failure to enforce any provision of these Terms does not constitute a waiver of that provision.

27.2 If any provision is held to be invalid or unenforceable, it will be severed from these Terms and the remaining provisions will remain in full effect.

27.3 These Terms may be updated from time to time. The version in force at the time of your booking will apply to your Contract.

27.4 Headings in these Terms are for convenience only and do not affect interpretation.

CONTACT US

If you have any questions about these Terms and Conditions, please contact us:

Home Assist 365 Ltd Henleaze Business Centre Harbury Road Bristol BS9 4PN

Telephone: 0117 9474040 Email: helpdesk@homeassist365.co.uk

Company Registration Number: 11955704 Gas Safe Registration Number: 632778