[
Terms and Conditions
]
[
Terms and Conditions
]
Terms and Conditions
Last updated: 1 August 2026
Last updated: 1 August 2026
About Our Services
About Our Services
About Our Services
About Our Services
UK Heat Pump Help provides heating and renewable energy services to homeowners and other customers.
UK Heat Pump Help provides heating and renewable energy services to homeowners and other customers.
Our services include:
Our services include:
Air-to-water heat pump installation and commissioning.
Heating and cooling system design.
Heat loss calculations and pre-installation surveys.
Underfloor heating and radiator system assessments.
Heating system upgrades and associated plumbing work.
Heat pump servicing, repairs and fault diagnosis.
System optimisation and efficiency assessments.
Independent technical consultancy and remote support.
Air-to-water heat pump installation and commissioning.
Heating and cooling system design.
Heat loss calculations and pre-installation surveys.
Underfloor heating and radiator system assessments.
Heating system upgrades and associated plumbing work.
Heat pump servicing, repairs and fault diagnosis.
System optimisation and efficiency assessments.
Independent technical consultancy and remote support.
The precise services supplied will depend on the quotation or written agreement provided for each project.
The precise services supplied will depend on the quotation or written agreement provided for each project.
Quotations and Agreements
Quotations and Agreements
Quotations and Agreements
Quotations and Agreements
All quotations are based on the information available at the time of assessment.
All quotations are based on the information available at the time of assessment.
Quotations will outline the agreed scope of work, price, payment arrangements and any significant exclusions or assumptions.
Quotations will outline the agreed scope of work, price, payment arrangements and any significant exclusions or assumptions.
Additional work outside the original quotation will be discussed and agreed before proceeding.
Additional work outside the original quotation will be discussed and agreed before proceeding.
A contract is formed when we accept a customer’s order or booking, which may be confirmed in writing or electronically.
A contract is formed when we accept a customer’s order or booking, which may be confirmed in writing or electronically.
Where an individual quotation or contract contains specific terms, these will apply alongside these general conditions. Nothing in these terms affects statutory consumer rights.
Where an individual quotation or contract contains specific terms, these will apply alongside these general conditions. Nothing in these terms affects statutory consumer rights.
Surveys and System Design
Surveys and System Design
Surveys and System Design
Surveys and System Design
Our heat loss calculations, surveys and technical recommendations are prepared using the information available at the time.
Design calculations may require assumptions where construction details, measurements or insulation specifications cannot be verified.
Significant assumptions and limitations will be identified where relevant.
Any changes to the property or heating requirements after design completion may require further calculations or additional design work, which may be chargeable following agreement.
Our heat loss calculations, surveys and technical recommendations are prepared using the information available at the time.
Design calculations may require assumptions where construction details, measurements or insulation specifications cannot be verified.
Significant assumptions and limitations will be identified where relevant.
Any changes to the property or heating requirements after design completion may require further calculations or additional design work, which may be chargeable following agreement.
Heat Pump Installations
Heat Pump Installations
Heat Pump Installations
Heat Pump Installations
Heat pump installations are carried out in accordance with the agreed specification and applicable legal and technical requirements.
Our quotation will identify the principal equipment, scope of installation and any specifically agreed associated works.
Any required certification, scheme participation, building control arrangements, warranties or grant administration will be explained in the project documentation.
Where an installation involves a certified partner or specialist subcontractor, the relevant contractual responsibilities will be confirmed before work begins.
Grant eligibility and funding are subject to the applicable scheme rules and approval requirements. No grant is guaranteed unless expressly confirmed through the relevant scheme.
Heat pump installations are carried out in accordance with the agreed specification and applicable legal and technical requirements.
Our quotation will identify the principal equipment, scope of installation and any specifically agreed associated works.
Any required certification, scheme participation, building control arrangements, warranties or grant administration will be explained in the project documentation.
Where an installation involves a certified partner or specialist subcontractor, the relevant contractual responsibilities will be confirmed before work begins.
Grant eligibility and funding are subject to the applicable scheme rules and approval requirements. No grant is guaranteed unless expressly confirmed through the relevant scheme.
Installation Dates and Access
Installation Dates and Access
Installation Dates and Access
Installation Dates and Access
We will agree proposed installation or service dates with the customer.
Customers must provide suitable access to the property and relevant areas during the agreed working period.
We will take reasonable care to complete work within the agreed timescale.
Dates may need to be adjusted for circumstances such as equipment availability, unsafe working conditions, unexpected property defects or events beyond our reasonable control.
We will notify customers of significant changes as soon as reasonably practicable.
We will agree proposed installation or service dates with the customer.
Customers must provide suitable access to the property and relevant areas during the agreed working period.
We will take reasonable care to complete work within the agreed timescale.
Dates may need to be adjusted for circumstances such as equipment availability, unsafe working conditions, unexpected property defects or events beyond our reasonable control.
We will notify customers of significant changes as soon as reasonably practicable.
Unforeseen Works and Additional Costs
Unforeseen Works and Additional Costs
Unforeseen Works and Additional Costs
Unforeseen Works and Additional Costs
Heating installations may reveal previously unidentified issues, including unsuitable pipework, electrical limitations, structural defects or existing system faults.
Where additional work is necessary, we will explain the issue, proposed solution and additional cost before proceeding, except where immediate action is reasonably required to make an unsafe situation safe.
No optional additional work will be undertaken without customer agreement.
Heating installations may reveal previously unidentified issues, including unsuitable pipework, electrical limitations, structural defects or existing system faults.
Where additional work is necessary, we will explain the issue, proposed solution and additional cost before proceeding, except where immediate action is reasonably required to make an unsafe situation safe.
No optional additional work will be undertaken without customer agreement.
Customer Responsibilities
Customer Responsibilities
Customer Responsibilities
Customer Responsibilities
Customers are responsible for:
Providing accurate property and heating system information.
Confirming that they have authority to commission the work.
Providing safe and reasonable access to the property.
Informing us of known defects, hazards or access restrictions.
Making any necessary arrangements for permissions or third-party approvals where agreed as their responsibility.
Ensuring required utilities are available during installation or servicing.
Any responsibilities relating to planning permission, building control or electrical supply upgrades will be identified in the project agreement.
Customers are responsible for:
Providing accurate property and heating system information.
Confirming that they have authority to commission the work.
Providing safe and reasonable access to the property.
Informing us of known defects, hazards or access restrictions.
Making any necessary arrangements for permissions or third-party approvals where agreed as their responsibility.
Ensuring required utilities are available during installation or servicing.
Any responsibilities relating to planning permission, building control or electrical supply upgrades will be identified in the project agreement.
Payment Terms
Payment Terms
Payment Terms
Payment Terms
Prices, deposits and payment stages will be confirmed in the individual quotation or invoice.
Some services may require payment in advance.
Installation projects may require staged payments, including an initial deposit, equipment or progress payments and a final payment following completion.
Payments may be processed through Stripe or another agreed payment method.
Any VAT applicable will be clearly identified.
Additional charges will only apply where agreed or otherwise legally recoverable.
Prices, deposits and payment stages will be confirmed in the individual quotation or invoice.
Some services may require payment in advance.
Installation projects may require staged payments, including an initial deposit, equipment or progress payments and a final payment following completion.
Payments may be processed through Stripe or another agreed payment method.
Any VAT applicable will be clearly identified.
Additional charges will only apply where agreed or otherwise legally recoverable.
Cancellation Rights
Cancellation Rights
Cancellation Rights
Cancellation Rights
Customers entering into eligible distance or off-premises contracts generally have a statutory 14-day cancellation period, subject to the rules and exceptions applicable to the type of contract.
For service contracts, this period normally begins when the contract is entered into. For contracts involving the sale of goods, different rules may apply, including cancellation periods linked to receipt of the goods.
Customers may request that services begin during an applicable cancellation period. Where this occurs, we will obtain the legally required express request and explain the consequences, including any proportionate payment for services supplied before cancellation.
For service contracts, the statutory cancellation right may be lost once the service has been fully performed, where the required request and acknowledgement have been obtained.
Certain goods made to a customer’s specifications may be excluded from the normal change-of-mind cancellation right, where the law permits.
Customers can exercise an applicable cancellation right by emailing hello@ukheatpumphelp.co.uk with a clear statement that they wish to cancel, giving their name, address and booking or order details.
Nothing in this section limits statutory consumer cancellation rights.
Customers entering into eligible distance or off-premises contracts generally have a statutory 14-day cancellation period, subject to the rules and exceptions applicable to the type of contract.
For service contracts, this period normally begins when the contract is entered into. For contracts involving the sale of goods, different rules may apply, including cancellation periods linked to receipt of the goods.
Customers may request that services begin during an applicable cancellation period. Where this occurs, we will obtain the legally required express request and explain the consequences, including any proportionate payment for services supplied before cancellation.
For service contracts, the statutory cancellation right may be lost once the service has been fully performed, where the required request and acknowledgement have been obtained.
Certain goods made to a customer’s specifications may be excluded from the normal change-of-mind cancellation right, where the law permits.
Customers can exercise an applicable cancellation right by emailing hello@ukheatpumphelp.co.uk with a clear statement that they wish to cancel, giving their name, address and booking or order details.
Nothing in this section limits statutory consumer cancellation rights.
Cancellations Outside Statutory Rights
Cancellations Outside Statutory Rights
Cancellations Outside Statutory Rights
Cancellations Outside Statutory Rights
Where a customer wishes to cancel outside any applicable statutory cancellation period, we will discuss the position and any work or expenditure already committed.
Any proposed cancellation charges or deductions must reflect reasonable, recoverable losses and applicable consumer law.
Deposits are not automatically non-refundable.
We will explain the financial position and any refund due.
Where a customer wishes to cancel outside any applicable statutory cancellation period, we will discuss the position and any work or expenditure already committed.
Any proposed cancellation charges or deductions must reflect reasonable, recoverable losses and applicable consumer law.
Deposits are not automatically non-refundable.
We will explain the financial position and any refund due.
Remote Consultancy and Technical Advice
Remote Consultancy and Technical Advice
Remote Consultancy and Technical Advice
Remote Consultancy and Technical Advice
Remote consultations are based on information supplied by the customer and observations reasonably possible without a physical inspection.
Some faults cannot be identified conclusively without onsite testing.
Customers should not attempt electrical work, refrigerant work or other hazardous activities unless appropriately competent and authorised.
We may recommend an onsite investigation where necessary.
Remote consultations are based on information supplied by the customer and observations reasonably possible without a physical inspection.
Some faults cannot be identified conclusively without onsite testing.
Customers should not attempt electrical work, refrigerant work or other hazardous activities unless appropriately competent and authorised.
We may recommend an onsite investigation where necessary.
Installation Completion and Handover
Installation Completion and Handover
Installation Completion and Handover
Installation Completion and Handover
On completion of installation work, we will provide the documentation appropriate to the agreed project and applicable requirements.
This may include:
Commissioning information.
Equipment instructions.
Relevant design and performance information.
Electrical or other compliance documentation.
Warranty information.
Relevant certification and customer handover records.
The exact documents will depend on the work undertaken and the applicable regulatory or certification arrangements.
On completion of installation work, we will provide the documentation appropriate to the agreed project and applicable requirements.
This may include:
Commissioning information.
Equipment instructions.
Relevant design and performance information.
Electrical or other compliance documentation.
Warranty information.
Relevant certification and customer handover records.
The exact documents will depend on the work undertaken and the applicable regulatory or certification arrangements.
Warranties and Guarantees
Warranties and Guarantees
Warranties and Guarantees
Warranties and Guarantees
Equipment warranties are subject to the terms provided by the relevant manufacturer.
Any separate workmanship guarantee provided by UK Heat Pump Help will be stated in the individual installation agreement.
Customers must follow reasonable manufacturer operating and maintenance instructions, including any servicing requirements.
Nothing in these terms restricts a customer’s statutory rights regarding faulty goods or services.
Equipment warranties are subject to the terms provided by the relevant manufacturer.
Any separate workmanship guarantee provided by UK Heat Pump Help will be stated in the individual installation agreement.
Customers must follow reasonable manufacturer operating and maintenance instructions, including any servicing requirements.
Nothing in these terms restricts a customer’s statutory rights regarding faulty goods or services.
System Performance and Running Costs
System Performance and Running Costs
System Performance and Running Costs
System Performance and Running Costs
Heating system performance and energy consumption are influenced by factors including property insulation, weather conditions, customer settings, occupancy, electricity tariffs and maintenance.
Where performance estimates are provided, they will be based on stated design assumptions.
We do not guarantee a particular level of energy savings or running costs unless expressly agreed in writing.
This does not remove our responsibility to carry out services with reasonable care and skill or supply goods meeting applicable legal standards.
Heating system performance and energy consumption are influenced by factors including property insulation, weather conditions, customer settings, occupancy, electricity tariffs and maintenance.
Where performance estimates are provided, they will be based on stated design assumptions.
We do not guarantee a particular level of energy savings or running costs unless expressly agreed in writing.
This does not remove our responsibility to carry out services with reasonable care and skill or supply goods meeting applicable legal standards.
Existing Equipment and Third-Party Work
Existing Equipment and Third-Party Work
Existing Equipment and Third-Party Work
Existing Equipment and Third-Party Work
Where our services involve an existing heating system, problems may arise from components, previous installations or defects outside our agreed scope.
We will explain any such issues we identify and recommend appropriate action.
Responsibility for correcting unrelated defects or previous work will depend on the agreed scope and applicable law.
Where our services involve an existing heating system, problems may arise from components, previous installations or defects outside our agreed scope.
We will explain any such issues we identify and recommend appropriate action.
Responsibility for correcting unrelated defects or previous work will depend on the agreed scope and applicable law.
Liability
Liability
Liability
Liability
We will perform our services with reasonable care and skill.
Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded or restricted.
Nothing restricts statutory consumer remedies.
We will perform our services with reasonable care and skill.
Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded or restricted.
Nothing restricts statutory consumer remedies.
Customer Complaints
Customer Complaints
Customer Complaints
Customer Complaints
If you are unhappy with any aspect of our work, please contact us at hello@ukheatpumphelp.co.uk.
We will investigate the concern and seek a fair resolution.
Where relevant, we will provide information about any applicable certification scheme complaints or dispute resolution arrangements.
If you are unhappy with any aspect of our work, please contact us at hello@ukheatpumphelp.co.uk.
We will investigate the concern and seek a fair resolution.
Where relevant, we will provide information about any applicable certification scheme complaints or dispute resolution arrangements.
Intellectual Property
Intellectual Property
Intellectual Property
Intellectual Property
Technical reports, drawings and designs prepared by UK Heat Pump Help remain our intellectual property unless otherwise agreed.
Once the relevant fees have been paid, customers may use the supplied documents for their agreed property and project.
Designs must not be reused for unrelated properties or projects without permission.
Technical reports, drawings and designs prepared by UK Heat Pump Help remain our intellectual property unless otherwise agreed.
Once the relevant fees have been paid, customers may use the supplied documents for their agreed property and project.
Designs must not be reused for unrelated properties or projects without permission.
Governing Law
Governing Law
Governing Law
Governing Law
These terms are governed by the laws of England and Wales, subject to any mandatory consumer protections applicable elsewhere in the UK.
These terms are governed by the laws of England and Wales, subject to any mandatory consumer protections applicable elsewhere in the UK.
Business Details
Business Details
Business Details
Business Details
UK Heat Pump Help is a trading name of Vomax Energy Ltd.
Registered in England and Wales.
Company registration number: 13821828.
Registered office: Observatory Cottage, Oak Road, Chappel, Colchester, CO6 2EH.
Email: hello@ukheatpumphelp.co.uk
Website: www.ukheatpumphelp.co.uk
UK Heat Pump Help is a trading name of Vomax Energy Ltd.
Registered in England and Wales.
Company registration number: 13821828.
Registered office: Observatory Cottage, Oak Road, Chappel, Colchester, CO6 2EH.
Email: hello@ukheatpumphelp.co.uk
Website: www.ukheatpumphelp.co.uk
Contact Us
Not Sure Which Service You Need?
Not Sure Which Service You Need?
Not Sure Which Service You Need?
Not Sure Which Service You Need?
Not Sure Which Service You Need?
Whether you need help with an existing heat pump, a pre-installation review, cooling advice, servicing or a room-by-room heat loss survey, send us a few details and we'll point you in the right direction.
Whether you need help with an existing heat pump, a pre-installation review, cooling advice, servicing or a room-by-room heat loss survey, send us a few details and we'll point you in the right direction.
Whether you need help with an existing heat pump, a pre-installation review, cooling advice, servicing or a room-by-room heat loss survey, send us a few details and we'll point you in the right direction.
