Terms & Conditions

Terms & Conditions - The Basics


Sawbridgeworth Heating & Air Conditioning
Terms and Conditions
Effective date: 1 September 2026

These terms apply to contracts where they are supplied and agreed before booking. They do not retrospectively change an existing contract.

1. About us
1.1 Sawbridgeworth Heating & Air Conditioning is the trading name of Sawbridgeworth Heating & Air Conditioning Limited, a private limited company registered in England and Wales under company number 15607694.
1.2 Our registered office is:
41 Woodward Gardens, Sawbridgeworth, England, CM21 0FS
1.3 You can contact us using the following details:

• Telephone: 0800 6696 779

• Email: info@sawbridgeworthworthheating.com
  Correspondence address: Our registered office above.

1.4 Our registration details are:

• Gas Safe registration number: 584397

• REFCOM certification reference: REF1024879

1.5 We are not VAT registered and do not charge VAT.
1.6 In these terms, “we”, “us” and “our” mean the company identified above. “You” and “your” mean the customer purchasing our goods or services.
2. What these terms cover
2.1 These terms apply to domestic customers purchasing goods or services wholly or mainly for personal use.
2.2 They cover the work described in your quotation or booking confirmation, which may include:

• Boiler installations and replacements.

• Boiler servicing, diagnostics and repairs.

• Heating-system maintenance and alterations.

• Air-conditioning installations, servicing and repairs.

• Associated equipment, controls and agreed ancillary work.

2.3 Commercial contracts, including work commissioned primarily for a property-letting business, require separately agreed business terms.
2.4 Your contract comprises these terms, the accepted quotation or booking confirmation and any changes subsequently agreed between us.
2.5 A specifically agreed term takes priority over a conflicting general provision, subject to applicable law. Nothing in these terms excludes or restricts your statutory rights.
3. Quotations and bookings
3.1 Our quotation or booking confirmation will describe the work, the price or pricing method, payment arrangements and significant exclusions.
3.2 A quotation is a fixed price for its stated scope, subject to any conditions clearly disclosed before acceptance. An estimate is an indication of likely cost rather than a fixed price.
3.3 Quotations remain available for acceptance for the period stated. If no period is stated, please confirm pricing and availability with us before accepting.
3.4 A contract is formed when you accept our quotation or proposed booking and we confirm acceptance. An automated acknowledgement of an enquiry does not itself confirm a contract.
3.5 Any charge for a survey, diagnostic visit or quotation will be disclosed before you agree to it.
3.6 Where a quotation is based on photographs or information supplied remotely, we will identify any matters requiring inspection. If inspection reveals a material difference, we will explain the options and agree any revised scope or price before proceeding.
3.7 If we cannot agree a necessary revision, either party may end the affected work. We will refund advance payments for work or goods not supplied, subject to any separately agreed, properly performed chargeable assessment and your statutory rights.
4. Prices and payment
4.1 All prices are in pounds sterling. We do not charge VAT while we remain unregistered.
4.2 Prices will include unavoidable charges known when the contract is made. Where a charge cannot reasonably be calculated beforehand, we will explain the calculation method.
4.3 Any deposit or stage-payment requirement will be stated before you enter into the contract. Deposits form part of the total price.
4.4 Unless a different payment schedule is agreed beforehand, payment is due on completion of the agreed work and receipt of our invoice.
4.5 We will confirm available payment methods before payment is required.
4.6 Additional chargeable work requires your agreement to the scope and price, or a clear pricing method, before it begins.
4.7 Deposits are not automatically non-refundable. Any cancellation deduction must comply with these terms and applicable law.
4.8 If you dispute an invoice, please explain the issue promptly. Undisputed amounts remain payable. You may withhold a reasonable amount genuinely in dispute while we investigate, without affecting your statutory rights.
4.9 We will not charge for correcting work where we are legally responsible for putting it right.
5. Appointments and access
5.1 We will agree an appointment date and, where appropriate, an arrival window. Unless expressly guaranteed, an arrival window is an estimate.
5.2 We will notify you as soon as reasonably practicable if we expect a significant delay.
5.3 Please provide safe access to the property, appliances, controls and relevant parts of the system. Tell us beforehand about access or parking restrictions and known hazards.
5.4 Unless otherwise agreed, an adult authorised to make decisions about the work should be available.
5.5 Please keep children and pets away from the working area and move fragile or valuable items where reasonably practicable.
5.6 Where reasonably necessary for the agreed work, please make existing water and electricity supplies available. Any unusual requirement will be discussed beforehand.
5.7 If access is unavailable, any attendance or rebooking charge must have been disclosed before booking and be reasonable in the circumstances. It will not automatically equal the full job price.
6. Your authority and information
6.1 You must have authority to commission the work and obtain any required permission from the property owner, landlord or freeholder.
6.2 Please tell us about known restrictions, including listed-building status, lease conditions or restrictions on positioning external equipment.
6.3 Our quotation will identify responsibility for any necessary permissions or approvals. We remain responsible for legal duties applying to our work and any applications or notifications we agree to undertake.
6.4 Please provide accurate information to the best of your knowledge about the appliance, known faults, previous work and warranty status. You are not expected to diagnose technical problems.
7. Our working standards
7.1 We will carry out services with reasonable care and skill, within agreed timescales or, where none are agreed, within a reasonable time.
7.2 Work requiring particular qualifications, registration or certification will be undertaken by appropriately qualified and authorised persons.
7.3 We may appoint suitable subcontractors. Where your contract is with us, we remain responsible for fulfilling it.
7.4 We will provide relevant commissioning records, service reports and certificates, and complete required notifications for which we are responsible.
8. Boiler and air-conditioning servicing
8.1 A service covers the appliance or equipment identified in the booking and the checks and maintenance appropriate to the agreed service and manufacturer’s instructions.
8.2 Unless expressly included, a routine service does not cover replacement parts, repairs, a powerflush, major remedial work or repairs to the wider system.
8.3 If additional work is recommended, we will explain why and obtain your agreement before undertaking chargeable repairs.
8.4 A service records findings at the time of attendance. It does not guarantee that an appliance will remain fault-free or prevent every future breakdown.
8.5 If the appliance is already faulty, unsafe, inaccessible or unsuitable for the booked service, we will explain the position and discuss the options.
8.6 Any charge in those circumstances must reflect work properly undertaken and the charging basis disclosed before booking. We will not automatically charge for a completed service that has not been performed.
8.7 A routine boiler service does not include a landlord gas safety inspection or landlord gas safety record unless specifically booked.
8.8 Servicing does not create, restore or extend a manufacturer’s warranty unless the manufacturer’s terms expressly provide for this.
9. Diagnostics and repairs
9.1 A diagnostic visit investigates the reported fault. Diagnosis may require testing, dismantling or more than one visit.
9.2 Before booking, we will explain any diagnostic or call-out fee, what it covers and whether it will be credited against a repair.
9.3 A properly disclosed diagnostic fee may remain payable if you decline the proposed repair or the appliance cannot reasonably be repaired.
9.4 We will explain the proposed repair and price before proceeding. Further chargeable work requires your agreement.
9.5 Parts availability, particularly for older appliances, may affect whether and when a repair is possible.
9.6 A repair addresses the agreed fault and does not constitute a guarantee against unrelated future faults.
9.7 Nothing in this section excuses an incorrect diagnosis or ineffective repair caused by our failure to exercise reasonable care and skill.
10. Installations and existing systems
10.1 Your quotation will identify the equipment, installation work, significant assumptions and exclusions.
10.2 Unless included, the price does not cover unrelated electrical upgrades, structural alterations, asbestos removal, extensive decorating or replacement of components outside the agreed scope.
10.3 We will take reasonable care to assess the existing system. Some defects may only become apparent during draining, testing, flushing, pressurising or commissioning.
10.4 If an unexpected defect is discovered, we will explain it and agree any additional chargeable work before proceeding.
10.5 We are not responsible for a pre-existing defect solely because it becomes apparent during our work. We remain responsible where our breach of contract or lack of reasonable care causes or worsens damage.
10.6 We will agree equipment locations and relevant routes for pipework, drainage and electrical connections, and explain significant visible alterations beforehand.
10.7 We will not substitute materially different equipment without your agreement.
10.8 Any performance or energy-saving estimate will depend on its stated assumptions, including property characteristics, usage and operating conditions. This does not limit our responsibility to supply equipment suitable for a purpose you have made known and we have agreed to meet.
10.9 We will provide relevant operating instructions and explain the principal controls at handover.
11. Protecting your property and removing waste
11.1 We will take reasonable precautions to protect your property and leave the working area reasonably clean.
11.2 We will explain foreseeable disruption and necessary openings or alterations. The quotation will identify the extent of making good and whether decorating is included.
11.3 Matching existing paint, tiles, flooring or other finishes is included only where expressly agreed. This does not exclude our responsibility for damage caused by our failure to exercise reasonable care and skill.
11.4 Removal of old appliances, packaging and other waste is included where stated in the quotation. Waste we remove will be handled lawfully.
11.5 Please tell us before work begins if you wish to retain an item. We will accommodate this where agreed, lawful and safe.
12. Unsafe appliances and conditions
12.1 We may stop or decline work where continuing would be unsafe or unlawful, including where we discover suspected asbestos, dangerous electrical conditions or unsafe equipment.
12.2 We will explain the concern and follow applicable safety procedures, including seeking permission to isolate equipment where required.
12.3 We will not recommission equipment that cannot safely or lawfully be operated.
12.4 A safety issue does not automatically make the full contract price payable. Charges must reflect the agreed pricing basis, work properly undertaken and applicable consumer rights.
13. Statutory cancellation rights
13.1 If you enter into a qualifying consumer contract online, by telephone or away from our business premises, you normally have a statutory cooling-off right to cancel without giving a reason.
13.2 For a service-only contract, the cancellation period normally ends 14 days after the day the contract is made.
13.3 For a contract supplying goods, including goods with installation, the period normally ends 14 days after the day you, or someone you nominate, receives the goods. Where one order involves goods delivered on different days, the period normally runs from receipt of the last goods.
13.4 You can cancel by making a clear statement using the contact details in section 1. The cancellation form at the end of these terms is optional.
13.5 Sending your cancellation before the deadline is sufficient. Keeping a record of it is recommended.
13.6 If legally required cancellation information has not been provided, your cancellation period may be extended by law.
13.7 These rights are separate from your rights where goods or services are defective. www.businesscompanion.info
14. Starting work during the cancellation period
14.1 If you want services to begin during an applicable cooling-off period, we will obtain your express request before starting. For off-premises contracts, this request must be recorded in a form you can retain.
14.2 If you subsequently cancel, you may have to pay a proportionate amount for services supplied up to cancellation, but only where all legal conditions for that payment have been met.
14.3 For a service-only contract, the cooling-off right ends after full performance only where you requested early performance and acknowledged beforehand that full performance would end that right.
14.4 Agreeing to an early appointment does not automatically waive all cancellation rights. Permission to begin installation does not itself remove cancellation rights relating to goods supplied.
14.5 Where you specifically request a visit for urgent repairs or maintenance, the statutory exception applies only within its lawful scope. Additional services or goods beyond the urgent work and necessary replacement parts may retain cancellation rights.
14.6 A short-notice appointment is not automatically an urgent repair. www.nibusinessinfo.co.uk
15. Refunds and returns after statutory cancellation
15.1 We will refund payments due following statutory cancellation, including refundable standard delivery charges, subject only to deductions permitted by law.
15.2 Refunds will be made without undue delay and within the applicable statutory deadline. For service-only cancellation, this is normally within 14 days of being informed. For goods, we may, where legally permitted, wait until they are returned or evidence of return is supplied.
15.3 Refunds will use the original payment method unless you expressly agree otherwise. No refund fee will be charged.
15.4 Where you are required to return goods, you must normally send or hand them back within 14 days of notifying us. Contact us to arrange safe return or collection. Do not disconnect gas or refrigerant equipment yourself.
15.5 You will bear direct return costs only where we disclosed this before contracting and the law allows it. For goods that cannot normally be returned by post, we will disclose the return cost or a reasonable estimate beforehand.
15.6 Where the law requires us to collect goods at our expense, we will do so.
15.7 We may deduct for diminished value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning only where legally permitted.
15.8 We will not impose a blanket administration, restocking or lost-profit charge for statutory cancellation.
16. Other cancellations and rescheduling
16.1 Please contact us as soon as possible if you need to cancel or rearrange.
16.2 Outside statutory cancellation rights, any cancellation charge will be limited to a fair and reasonable amount reflecting our actual net loss directly resulting from cancellation.
16.3 We will take reasonable steps to reduce that loss, accounting for costs saved, materials returned or reused and replacement bookings.
16.4 We will explain any deduction on request and refund advance payments exceeding the amount properly due.
16.5 No charge applies where you have a legal right to cancel without one, including an applicable right arising from our breach of contract.
17. Delays and cancellation by us
17.1 We will notify you promptly of a significant delay, explain the cause and discuss a revised timetable.
17.2 If an event outside our reasonable control affects the work, we will take reasonable steps to reduce its impact. Your statutory rights remain unaffected.
17.3 If we cannot fulfil the contract, or a delay gives you a legal right to terminate, we will refund sums due for goods or services not supplied. Any further legal remedies remain available.
17.4 We may suspend work for a serious failure to provide safe access or pay an undisputed sum when due. Unless immediate action is necessary for safety, we will explain the issue and allow a reasonable opportunity to resolve it.
17.5 We cannot change an agreed price or material specification merely by updating our website or these terms.
18. Faults, guarantees and your consumer rights
18.1 Goods we supply must meet applicable legal requirements, including satisfactory quality, correspondence with description and fitness for a particular purpose where required by law.
18.2 If goods do not meet those requirements, remedies may include rejection and refund, repair or replacement, or a price reduction, depending on the circumstances and applicable time limits.
18.3 If services are not performed with reasonable care and skill, you may be entitled to repeat performance at our expense or an appropriate price reduction. Other remedies may also apply.
18.4 Please report problems promptly and allow reasonable access to investigate and, where appropriate, put matters right. This does not require you to delay necessary emergency action or give up a legal remedy.
18.5 A manufacturer’s warranty or additional workmanship guarantee supplements your statutory rights. It does not replace them or require you to pursue the manufacturer where we are legally responsible.
18.6 Any additional guarantee we offer will be described in writing, including its duration, coverage and conditions.
18.7 We will explain relevant manufacturer registration and servicing requirements and identify who will complete registration.
18.8 Failure to meet a manufacturer’s warranty condition does not automatically remove your statutory rights against us. 
19. Responsibility for loss and damage
19.1 We are responsible for loss or damage that is a foreseeable result of our breach of contract or failure to exercise reasonable care and skill.
19.2 We do not exclude or restrict liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any liability that cannot lawfully be excluded or restricted.
19.3 We do not exclude your statutory rights.
19.4 We are not responsible for loss solely caused by misuse, unrelated third-party actions or an existing defect for which we are not responsible. This does not exclude liability where our own actions contributed to the loss.
19.5 Please take reasonable steps to limit avoidable damage once you become aware of a problem, where safe to do so.
20. Complaints
20.1 Please contact us using section 1, giving your name, job address, booking reference and a description of the issue.
20.2 We will investigate fairly, keep you informed and explain our proposed resolution.
20.3 If a complaint remains unresolved, we will explain our final position and provide information about any alternative dispute resolution or other dispute arrangement available to you, including relevant provider details and participation arrangements.
20.4 We will comply with applicable dispute-resolution obligations arising from law or any scheme to which we belong. Your right to seek independent advice and use the courts remains unaffected.
21. Promotions, finance and service plans
21.1 Promotions, including Roll the Six, have separate terms provided before booking. Those terms will explain eligibility, the benefit offered, how the promotion works and material restrictions.
21.2 We will honour an offer validly accepted under its applicable terms. Subsequent changes will not retrospectively remove an earned benefit.
21.3 Where finance is offered, separate information and an agreement with the relevant provider will apply. Availability is not guaranteed. Our role and relevant regulatory status will be disclosed beforehand.
21.4 Recurring service plans require separate terms explaining price, duration, coverage, renewal and cancellation.
21.5 A one-off booking does not create an ongoing subscription.
22. Personal information and photographs
22.1 Our separate Privacy Notice explains how we collect, use, retain and share personal information.
22.2 We may take technical photographs where reasonably necessary to assess or document the work, in accordance with our Privacy Notice.
22.3 We will obtain appropriate separate permission before using identifiable customer photographs, testimonials or property details for marketing.
22.4 Acceptance of these terms does not itself constitute consent to marketing communications or optional cookies.
23. Website use
23.1 Our website provides general information about our services. Your quotation or booking confirmation describes the particular goods and services you are purchasing.
23.2 We take reasonable care over website accuracy. If a material error affects your booking, we will explain it and seek agreement rather than impose a retrospective change.
23.3 Website content belongs to us or is used with permission. You may view, download and print information for personal use, including retaining these terms. Other use requires permission unless permitted by law.
23.4 You must not misuse the website, introduce malicious software or attempt unauthorised access.
23.5 Third-party websites linked from our website operate under their own terms and privacy information.
24. General provisions
24.1 The version supplied when your contract is made applies unless we agree a lawful change with you.
24.2 If a provision is unlawful or unenforceable, the remaining provisions continue to apply where they can operate independently.
24.3 A delay in exercising a contractual right does not automatically waive it.
24.4 We will not transfer our contractual obligations in a way that reduces your rights without your agreement.
24.5 These terms are governed by the law of England and Wales. This does not remove mandatory protections or rights to use local courts that apply to a consumer elsewhere in the United Kingdom.
25. Cancellation form

Complete and return this form only if you wish to cancel. You may instead make any other clear cancellation statement.
To:
Sawbridgeworth Heating & Air Conditioning Limited
41 Woodward Gardens
Sawbridgeworth
England
CM21 0FS
Email: info@sawbridgeworthheating.com
I/We hereby give notice that I/We cancel my/our contract for the sale of the following goods / provision of the following service:
Goods or service:
Ordered on / received on:
Booking or quotation reference:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s), only if submitted on paper:
Date:
Delete wording that does not apply.