FAQ : Boiler Installation
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Roman Boilers Ltd.
Terms & Conditions
About Us
We are Roman Boilers Ltd. a company registered in England and Wales.
Our registered:
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VAT number is 458318274
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Company number is 15299314
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Gas Safe number is 585 753
You can contact us by telephoning our customer service team at 01277 414 614 or by writing to us at info@romanboilers.co.uk
If we need to contact you, we will do so by telephone, text message or by writing to you at the email address you provided to us in your order.
Our Contract With You
If you wish to place an order for our products and associated services, please contact us via our website to obtain a quotation. Once we have received information from you about your current boiler set up and your property’s heating requirements, we will provide you with a quotation detailing the price for the products that you wish to purchase. If you would like to go ahead, a deposit will be taken then our acceptance of your order will take place when we email you to confirm that your order has been accepted and deposit received, at which point a contract will come into existence between you and us and you are agreeing to accepting these terms and conditions.
By making an order, you agree that you:
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are aged 18 or over;
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are either the owner of the property detailed in the quotation, or that the owner of the property has granted you permission to purchase and install a new boiler;
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that all of the information which you have provided us about your circumstances and the condition of the property are true, accurate and complete in every respect; and
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you understand that quotation price is based on the assumption that all existing; structures, materials, pipework, gas supply, water supply, electrics, connected appliances, fixtures and fittings are of good condition and in full working order with no defects. That external areas of the property required for the installation can be reached easily and safely using ladders of a 7m length. For the avoidance of doubt, if access to the property exterior is awkward to access safely using 7m ladders, then scaffolding or other access platforms/equipment may be required, this must be arranged and paid for by the customer and is not included in the fixed price. If the Engineer is required to work in the loft, the loft must have a fixed light, a fixed ladder and be boarded out. If upon arrival and/or during the installation any problems that arise would not be included in the fixed price and may require us to make an adjustment to the quotation price.
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you understand that the installation will be connected to your existing water, electric and gas supplies and that the company cannot accept any liability for failures on your existing systems. Any such failures, or related damage(s) are not the responsibility of the company and are not included in the fixed price.
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the service is for the supply and installation of a new boiler to safety regulations and not a decorating or carpentry service. Whilst care is taken, an amount of re-decoration or making good should be anticipated, this is the responsibility of the customer and not included in the fixed price.
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you understand that the company cannot guarantee you will save money on your energy bills.
If we are unable to accept your order, we will inform you of this in writing and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because a credit reference we have obtained for you does not meet our minimum requirements, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified. You will not be entitled to any compensation or price deductions as a result of us not being able to accept your order.
If any of the information which you provided on order changes prior to the date of delivery of the products you must notify us of this fact. At this stage we shall assess whether this affects our ability to deliver the products, timescales, the price or any other matter relating to the contract.
Our website is solely for the promotion of our products in the UK. Unfortunately, we do not accept orders from addresses outside the UK.
Our Products
The images of the products on our website, marketing material and social media platforms are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images. Likewise, pipework is expected to be visible as the sinking in and/or boxing in of pipework is not included in the fixed price.
We cannot guarantee that your chosen boiler will be compatible with your shower(s). The Company will not be liable if your shower is not compatible for any reason with a new boiler.
Your Rights to Make Changes
If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see 'Your rights to end the contract').
Our Rights to Make Changes and Assessment of the Property
We may make minor changes to the product to:
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reflect changes in relevant laws and regulatory requirements; or
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implement minor technical adjustments and improvements. These changes will not affect your use of the product.
We will carry out an assessment of your property on the delivery date to verify the information which you provided at the time of placing your order and to ensure that the products can be installed using the installation equipment that we have with us. If we determine that the installation equipment is insufficient and we cannot install the products on the original delivery date, we will explain the reasons for this and discuss alternatives with you including delays to the installation which may be necessary. In these circumstances you will not be compensated for any time off work, loss of earnings, childcare costs or any other costs.
In the event that the results of the assessment of the property or any unforeseen circumstances make it clear that:
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a significant amount of additional installation equipment will be required; or
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the length of the flue required to install the boiler is more than one (1) metre in length;
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any suspected asbestos containing materials are found at the property;
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the gas supply is not safe and sound; or
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the installation services required are in excess of or more complicated than originally set out in the quotation and this could not reasonably have been foreseen when providing the quotation.
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to meet regulations the installation requires the upgrade of components that were not pre-selected and included in the fixed price. These components include but are not limited to zone valves, header tanks, pumps, controllers, hot water cylinders and gas runs in excess of 3 metres.
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we are not responsible for ‘making good’ of boxing-in, plasterboard, cupboards
In the event that any adjustments to the quotation are not agreed to, you may end the contract before the adjustment takes effect and receive a refund for any products paid for but not received. Where such changes are due to inaccuracies, untruths or incompleteness in any of the information which you provided to us, we may make a proportionate deduction from the price based on our activities up to that point.
If any asbestos related materials are found at the property, we will either cancel the contract with you or postpone the installation until the material has been professionally removed and a Clean Air Certificate has been provided. No compensation of deductions will be made for the delay or if it is confirmed at a later date that there are no asbestos related materials present.
We will also carry out a gas soundness test to check that the gas supply is safe and sound. If there is a leak or defect within the existing gas pipe work we are required to condemn the supply, or take steps to make the supply safe or re-pipe the supply prior to installation being carried out.
We reserve the right to require you to sign a document to confirm your agreement to any changes to the contract.
Providing the Products
During the order process we will provide you with several options for a delivery date of which you can select your preferred delivery date. We do our best to supply and install the products to you in accordance with your preferred date, but you agree that we cannot make any guarantees due to stock levels of the chosen product. We will contact you by telephone to confirm the delivery arrangements a minimum of 1 days before the delivery date. If you do not answer, we will leave a voicemail or send you a confirmation email.
We will aim to arrive at your property between 8am and 9:30am (or such other time period notified to you) depending on where the installation equipment is collected from and the traffic on the day.
The costs of delivery are included in the quotation. Additional journeys to and from your property due to inaccuracies, untruths or incompleteness in any of the information which you provided to us may be charged for additionally.
We are reliant on the supply of products from third party manufacturers. If our supply of the products is delayed by an event outside our control, including a failure on behalf of our third party suppliers, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
In very rare circumstances, if new equipment that has been installed does not function correctly (for example a component in the equipment may have become dislodged or damaged in transit) this will require the manufacturer to attend under the warranty. The company will work proactively with the manufacturer under your warranty to ensure this is resolved as soon a possible. Roman Boilers Ltd. will do what is reasonably possible to minimise disruption to the household at this time. We ask for your understanding and patience in these extremely rare circumstances.
Installation
If you do not allow us access to your property to perform the installation services as arranged (and you do not have a good reason for this) we may charge you additional costs incurred by us as a result. If, despite our reasonable efforts, we are unable to contact you or re-arrange access to your property we may end the contract.
Before the boiler is installed, we will drain the existing system where necessary and any visible redundant materials will be disconnected and taken away from your property.
We will carry out a gas soundness test to check that the gas supply is safe and sound. If there is a leak or defect within the existing gas pipe work we are required to condemn the supply, or take steps to make the supply safe or re-pipe the supply prior to installation being carried out. This work may be charged for in addition to the quotation price.
We will always try to terminate the condensate pipe from the boiler internally to avoid freezing. Where this is not possible, we will take the pipe outside to the nearest drain using the appropriate sized pipe work. Soakaways and condense pumps are a last resort and may be subject to additional charges if you do not mention them during the order process. When the boiler has been installed, we will fill the system and ensure that a corrosion proofer is present. We will also complete a mains chemical flush of your heating system. This involves using a chemical agent to break down dirt and debris and then flushing out contaminated water using pressure. For the avoidance of doubt, we will not carry out a power flush which may be required should the chemical flush not prove sufficient to clear your existing radiators and pipework of dirt and debris.
We can remove the boiler, cold-water storage tank, cylinder, feed and expansion tank providing that it can be removed in one piece. If we find that any of the above contains asbestos cement, we will drain the tank and use plastic sheets to seal the tank and it will stay inside the loft subject to water bye-laws in the local area. It is then your responsibility to remove the cold-water storage tank, cylinder, feed and expansion tank.
If the system is being converted from conventional or a system boiler to combination, we will connect to the existing pipework and test as much as possible on the day of installation. The easiest route for the new pipework will be taken and this will be at the discretion of the engineer on the day of installation. The customer should anticipate that any new pipe work will be visible. Roman Boilers Ltd. is not responsible for any leaks on any pre-existing pipework, radiators, valves or components that will remain before, during or post-installation.
We will test and adjust the controls of the boiler and leave the system in proper working order. We will complete any necessary safety assessments and where possible ensure that you understand how to use the boiler controls before we leave your property.
We will carry out all the wiring of the boiler and controls to the existing electrical system. If any additional electrical assistance is required, you are responsible for instructing an electrician and any associated costs. If the installation cannot be completed because electrical assistance is required, we may charge you the cost of the re-visit to complete the installation.
We will register the installed products warranty with the product manufacturer within 30 days of the installation. The details of any warranties will be stated on your order. For the avoidance of doubt, any warranty is provided by the product manufacturer and not us.
We will provide you with a benchmark sheet and a service booklet and manual. If these are not provided on the installation date, we will provide them to you within a reasonable time thereafter. We do not provide the products safety certificates as standard. If you require the safety certificates, please let us know prior to the installation date and we shall arrange this for you.
The products will be your responsibility from the time we have delivery and installed them at your property.
YOU DO NOT OWN THE PRODUCTS UNTIL WE HAVE RECEIVED PAYMENT IN FULL AND YOU HEREBY AGREE TO GIVE US FULL AND UNRESTRICTED ACCESS TO YOUR PROPERTY TO COLLECT THE PRODUCTS WHERE YOU DO NOT PAY IN FULL FOR THEM.
Incomplete Installations
If any issues arise which mean that the installation cannot be completed on the installation date, the engineer will leave the area clean and tidy and we will contact you to arrange for the installation to be completed.
If the fault is deemed to be caused by your existing heating system, we reserve the right to charge you for any additional services and re-visits to your property.
Engineers
All of our engineer installers hold Gas Safe Licences and have their own public liability insurance.
If you require the engineer to perform additional services which do not form part of the installation and are not stated on your order (or been agreed by us in writing), subject to the engineer’s agreement you may enter into a separate contract with the engineer for provision of their services. For the avoidance of doubt, this will fall outside the scope of the contract between you and us.
