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Terms and Conditions

Sanju's Heating & Plumbing

General

At SANJUS HEATING we aim to make everything as straightforward as we can.

Our terms and conditions are written in plain English and are as jargon-free as possible. If you would like any help or more information, please get in touch with our customer services team at customerservice@Sanjusheating.co.uk

These Terms and Conditions are applicable for the Installations / Services / Repair work carried out by Sanjus Heating. It is available online on sanjusheating.co.uk

Since these Terms and Conditions are Generally Accepted Industry Standards across the Heating and Plumbing industry it is assumed customer is fully aware of it and agrees to these terms and conditions before appointing Sanjus Heating for any installations / services / repair jobs and there is no formal written sign off from customer required.

In these Terms & Conditions SANJUS HEATING will be referred to as 'the Company' and the person ordering the product or services will be referred to as 'the customer'.

Background

  1. 1.All the terms of the contract between the customer and the Company are contained in this document and written specifications provided to the customer by the Company on the website sanjusheating.co.uk
  2. 2.Any concession, latitude or waiver allowed by the Company at any time shall be without prejudice to their strict and full rights under this contract and shall not prevent the Company subsequently exercising such rights.
  3. 3.We try to keep information on the website and in marketing materials relevant and up to date. However, such information should be used as a guide only because products and services are frequently updated and changed.
  4. 4.Any reviews or comments made by members of the public on this website are their opinions only and do not form any part of the specification or advice given by the Company about products or services we supply.
  5. 5.Pictures, text, videos and other material contained on the Company's website(s) and literature are subject to copyright restrictions and must not be copied or reproduced without the written consent of the Company.
  6. 6.Trademarks and other intellectual property of the Company are protected and not to be replicated or reproduced.

Delivery of goods

  1. 7.The Company works hard to ensure the delivery of goods happens on time and with clear correspondence in advance. Notwithstanding this, the customer accepts that sometimes delivery issues occur, and this does not give automatic cause for cancellation.
  2. 8.The customer is responsible for notifying the Company of any local restrictions that could impact the delivery of goods, for example local parking restrictions, steep stair climbs, stair climbs longer than 20 steps, on foot carrying distances greater than 30 meters.
  3. 9.The customer agrees to have someone present at the property for when goods are scheduled to be delivered.
  4. 10.The customer is responsible for keeping any equipment secure and dry once delivered. If equipment is damaged, removed or packaging opened then the customer will be liable for any costs or losses incurred by both themselves and the Company.

Carrying out work

  1. 11.The customer will need to provide free access to and from the installation property (both internal and external access will likely be required) on the agreed dates so that we can deliver and install equipment. You must also provide free access to water, gas and electricity (where applicable) for installing and testing your new equipment.
  2. 12.Our Engineers come to work to deliver services in your home. They aim to treat you courteously at all times and expect you to treat them in a similarly respectful way. We take seriously any threatening, abusive or violent behaviour against any of our Engineers. Where an incident of threatening, abusive or violent behaviour towards our Engineers occurs, the Engineer will immediately leave your home and the property made safe and the incident may be reported to the police. SANJUS HEATING will not send another Engineer to your home until an investigation and risk assessment has been carried out. SANJUS HEATING reserve the right to terminate the contract should the work environment be deemed unsafe for our Engineers.
  3. 13.It is the responsibility of the customer to ensure there is adequate vehicle parking for the engineer to park their van within 25 meters of the entrance to the property. Any charges for parking are to be paid by the customer. If a permit for parking is required, it is the responsibility of the customer to organise the permit or notify the Company of the restriction at least two working days before the engineer/delivery is due to arrive (or at the time of ordering, whichever is sooner).
  4. 14.During the fulfilment of this contract, the customer agrees to provide a safe and respectful workplace for any persons attending the installation address. Persons attending a property to carry out work connected with this contract will leave the property if rude, abusive or unsafe conditions are encountered. If this happens, it will be at the sole discretion of the Company if a re-attendance is arranged and what the charge for such a re-attendance will be. In any event, no refund will be due from the Company to the customer if the site is vacated for reasons of safety, abuse or general rudeness.
  5. 15.Existing pipework, valves, radiators, under floor heating systems and other equipment should all be in working order. If they have been poorly installed or have become faulty any such failure or consequential damage is in no way the responsibility of the company (irrespective of if an engineer working on behalf of the Company has touched them or not).
  6. 16.On the 1st of October 2026 Gas Safe Register introduced a new gas tightness testing procedure IGEM/UP/1B. Prior to commencement of works our engineer will test your existing gas pipework to this standard. If the pipework and any existing appliances are found to not meet this standard any existing appliances will be isolated to identify the cause of failure. If the cause cannot be identified SANJUS HEATING will provide a new gas supply pipe to the newly installed appliance only, this will not include reconnection of any existing appliances within the property. The new pipe connection will be additional cost payable by Customer. If the cause of the failure is found to be an existing appliance in the property other than the boiler, this appliance will be disconnected from the gas supply and we will not be liable for the reinstating of the faulty appliance, this will be the responsibility of the customer.
  7. 17.When completing the installation of new or upgraded pipework, the route for these pipes need to be installed in a way which makes the most functional sense from an engineering point of view, not simply aesthetic. The pipework design will be solely at discretion of Engineer working on the site. Pipework may need to be surface mounted and clipped in place. Our engineers will not bury pipework in the walls, under the ground or box the pipework in.
  8. 18.The Company will always try to complete work before 6pm on the day of installation but may on occasion need to use a reasonable amount of overtime to achieve completion. It is a condition of this contract that your approval to such overtime is granted, although we will endeavour to minimise any disruption or inconvenience.
  9. 19.Due to the Company's policy of continuous improvement, the customer shall have the benefit of any modification the Company may make to its products and procedures, albeit these changes may be made without prior notice to the customer. All illustrations within the company's website (and any advertising, marketing material or literature) and that of its suppliers are subsequently intended as a guide only.
  10. 20.Whilst all reasonable care will be taken by the Company, it accepts no liability for any damage (marks, scorching, dirt, scratches etc) to existing plaster work, decorations, flooring, carpets etc which may be consequent upon the carrying out of the work detailed. It is not the Company's responsibility to remove or refit cupboards or boxing in. Cuts or holes made to allow for equipment or pipes will not be permanently finished or re-decorated. Floor boards will be reinstated or replaced where necessary but special and/or laminated floors cannot be permanently re-fixed. Any carpets which are lifted will be re-laid to the best of our operative's ability, however, we cannot be held responsible for carpets which have been nailed or glued down. It should be anticipated that an amount of redecoration may be required, this will be the customer's responsibility and is not included in the price. Professional cleaning of house after the job completion is not included in the price and it will be the customer's responsibility.
  11. 21.The customer understands that during/after any plumbing work carried out by the Company there could be changes in the water pressure in existing plumbing. Whilst the Company will exercise reasonable care in visually assessing the suitability of existing systems/pipework for any likely changes in pressure, the Company will not be liable for any damage caused to existing plumbing installations or any consequential damage caused by the failure or incompatibility of existing pipework, taps, valves, showers, other fittings or any appliances.
  12. 22.[Boilers & Showers] You should be aware that due to the wide variety of showers available in the market place it is not possible for the Company to determine if a shower and your boiler will be compatible. The Company will not be liable if your existing shower/boiler is not compatible for any reason with a new shower/boiler.
  13. 23.Whilst engineers working on behalf of the Company will take reasonable care not to damage wiring, plumbing and other services at your property, the Company cannot be held responsible for any consequential damage caused to existing services/installations that are not clearly visible.
  14. 24.The Company will not be liable for any damage to your home which is caused as a direct result of structural defects or weaknesses at the installation address whether they are visible or not. If you are unsure of the structural integrity of your building you should engage an appropriately qualified structural surveyor prior to any attendance the Company may arrange in connection with the contract.
  15. 25.Products and building materials can vary in colour, texture and general appearance. The Company accepts no liability for any materials used during the installation process having variations in colour, texture and general appearance. When matching materials (such as bricks and tiles) to existing materials which are part of the house, a close match is often not possible due to older products becoming obsolete and the effects of weathering over time. In summary, the Company accepts no liability for any materials introduced to the property matching any existing materials and explicitly states variations in colour, texture and general appearance are likely and will be accepted by the customer. The customer agrees to make available their own materials, at their expense, at the time of the work taking place if they would like a specific material (such as a matching brick) to be used.
  16. 26.When adding new equipment to your house, our engineer will need to inspect existing relevant infrastructure to ensure it meets current regulatory standards and is of suitable performance. Should your existing infrastructure fail to meet relevant standards/capacity then we will give you the options to bring the infrastructure up to a standard which allows new equipment to be connected. At this point you may cancel your order for a full refund. If you do not wish to authorise the required additional work(s) but still wish the new equipment to be installed, we will leave the equipment for final connection by others and will not be able to commission the equipment. In such circumstances the customer is still liable to make payment in full as if the installation had been completed.
  17. 27.[Boilers being fitted in loft space] Where a boiler is to be fitted in a loft space, access to the loft must be via a fixed loft ladder. From the top of the fixed ladder the loft must have a suitably boarded walk way to the boiler location. At the boiler location, at least 1 m² of suitable boarding must be in place under the boiler. Permanent lighting should also be present. If the boiler is within 2 meters of the loft hatch, the hatch will need to be able to be sealed off whilst an engineer works in the loft. The Company will bear no cost in relation to installing any of these safety measures.
  18. 28.The engineer will take pictures of your installed equipment and relevant infrastructure for the Company's auditing process and for our own records. The engineer may also attend with other people including managers, supervisors, trainees or apprentices. From time to time the Company may use pictures of installed equipment for marketing purposes.
  19. 29.During installation, our health and safety plan requires the engineer to have access to working communication devices. If for any reason the engineer is unable to get mobile phone reception, the house holder agrees to make available to the engineer access to their telephone and internet connection for no charge.
  20. 30.When installing new equipment other trades may be required to complete the work. For example, an electrician may be required to wire controls to a new boiler. In such circumstances, the company will endeavour to leave the equipment working until another engineer can attend and perfect the installation at a time convenient with the customer - this is not guaranteed to be within the same day as the initial installation.
  21. 31.If something within the customer's responsibilities/control (such as removal of asbestos or improving existing infrastructure) prevents delivery and/or installation of any goods/services ordered for more than 12 months after the order was placed with the Company, then the Company will be deemed to have performed the contract in full and entitled to retain all monies paid to date without deduction or refund in full or in part without the supply of any further goods/services.
  22. 32.The Company are not liable for any loss of profit, loss of business, business interruption or business opportunity under any circumstances.
  23. 33.Included as part of our fixed pricing is provision to access any external parts of a property where work is to be carried out providing it can be reached using a set of extension ladders (7m length) and a roof ladder (7m length). If access is required to the property exterior which is awkward to access safely using this regular equipment, then scaffolding or other access platforms/equipment may be required. The customer accepts that the Company cannot jeopardise the safety of engineers attending, and suitable access equipment may be required for which the customer will pay directly for or will reimburse the Company. The Company will discuss the cost of any access equipment required prior to starting installation work. The Customer may cancel and receive a full refund if they do not wish to pay for any access equipment that may be required.
  24. 34.[Boilers being fitted with a powerflush upgrade] The success of a powerflush will depend on the level of heating system corrosion which has occurred beforehand. The process will cure most circulation problems, but cannot undo the corrosion and gradual decay that has led to the need to powerflush the system. This can be the case in microbore systems more so than a standard system. Whilst it is rare for a central heating system to experience leaks after the powerflushing process, it is not possible to inspect a system internally beforehand which means occasionally we may find a pinhole leak. Systems which have been neglected over a period of time, or have not been treated with an effective corrosion inhibitor, may have severely compacted corrosion debris, in the pipe work, radiators, or the boiler and it is possible that even after the powerflush, some radiators may still not be fully effective and can even block up completely. Neglected systems sometimes are badly corroded that leaks and failures can occur on radiators, radiator valves, pipework, boilers, hot water cylinders, coils, pump failures, zone valve failures. This is as a result of the sludge that would have been sealing the problem area being cleared opening up the problem area causing a leak or compacting sludge causing a lack of flow which can cause some central heating components to fail. We will carry this out to best industry practice however, if any of the above or similar unpredictable problems arise or any damage caused during or after the powerflush, SANJUS HEATING will not hold themselves responsible in any way. Any further work required would be carried out at an additional cost.
  25. 35.Permissions & Consents: It is solely your responsibility to secure any and all permissions required for the work to take place. This includes, but is not limited to, landlord's consent, building control approval, planning consent, or any other permits. If we carry out work based on false or inaccurate information regarding permissions, you will be liable for any resulting losses, fines, or legal costs incurred by Sanjus Heating.
  26. 36.Preparing the Work Area: You are responsible for preparing the work area. This includes removing any items from cupboards, clearing floors, and ensuring the area around the appliance or installation site is clear and unobstructed. Our technicians are not responsible for removing or reinstating cupboards or other furniture.
  27. 37.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 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. If the system is being converted from a gravity-fed conventional system to a combination boiler, the existing pipework will be subject to mains water pressure. In older or weaker systems, this may, in rare cases, lead to pipework failure. In such circumstances, Sanjus Heating cannot be held liable for any damage to the property resulting from leaks, nor are we responsible for repairing or replacing failed pipework.
  28. 38.If our engineer cannot carry out the installation due to lack of access, unsafe conditions, incorrect information provided, or the absence of the customer, we reserve the right to charge a failed appointment fee and reschedule the installation.

Finance and Payments

  1. 39.If paying by credit or debit card or Bank Transfer, the payment of cleared funds from the customer to the Company is required prior to delivery and/or installation of goods. Payment is only deemed to have been received once the funds are showing in the Company's bank account as cleared funds. If the customer instigates an attempt to clawback payments (for example requesting a credit card chargeback) then the Company can pass on any costs and/or losses associated with dealing with and defending such action.
  2. 40.All final invoices issued by the Company to the customer are issued after goods have been installed. Whilst any money is outstanding, the Company is entitled to delay or defer any or all work without any penalty due from the Company to the customer whatsoever.
  3. 41.If you have entered a credit agreement with a finance provider the Company has introduced you to, you will need to enter a separate agreement with that provider (payment of the contract balance will be automatically processed between the Company and the Finance Provider when the balance becomes due).
  4. 42.If the Customer has entered a credit agreement via one of the Company's nominated finance providers, the terms of the agreement will apply as part of this contract. If the credit agreement is later cancelled, then subject to the terms of the 1974 Consumer Credit Act, the contract balance will become immediately payable by the customer. This does not affect your statutory rights.
  5. 43.All goods supplied remain the property of the Company even though installed, by way of a lien, until fully paid for and the Company reserves the right of re-entry to remove any such goods whether fixed or otherwise, which remain unpaid for.
  6. 44.In the event of suspension or cancellation of the work at the request of the customer, or lack of instructions or delay on site caused by matters beyond the control of the Company, any extra expenses thereby incurred or losses suffered by the Company shall be chargeable to the customer along with a reasonable addition for administration and overhead costs. This condition shall not be construed as to affect any statutory or common law rights of the customer.
  7. 45.The Company reserves the right at its sole discretion to accept or refuse any order placed by the customer until the appointed engineer has inspected the site and accepted the order.
  8. 46.The customer is responsible for disposing of any packaging and old material / equipment removed. It is the responsibility of the customer to arrange for the safe removal and disposal from site at their own expense.
  9. 47.[Converting to a combination boiler] Any water storage tanks in the loft which are decommissioned as part of the work will be left in place unless the engineer is requested to remove them whilst on site, and is able to do so without breaking into pieces or making alterations to the fabric of the building to allow for removal.
  10. 48.Party Wall Act; it is the responsibility of the customer to undertake a party wall agreement with any neighbouring properties where required in advance of the Company attending site to carry out work.
  11. 49.Under Construction (Design and Management) Regulations 2015 the Company needs to ensure operatives working on the site have access to welfare facilities including; a toilet, washing facilities, drinking water and facilities for rest in a warm indoor area. To reduce costs, the customer agrees to provide access to these facilities within the existing property for workers to use in a clean and respectful way. If the customer would like the Company to make alternative arrangements to comply with these CDM Regulations, they will notify the Company at least 14 days before any onsite works are due to commence and pay the additional cost of hiring such facilities 7 days prior to work commencing.
  12. 50.After the job is completed Invoice and Job Sheet is sent to customer. Customer invoices overdue for more than 7 Days will attract 15% interest on outstanding balance.
  13. 51.If Invoice is not paid for more than 7 Days Accounts will issue reminder and additional administrative cost of £450 will be added to customer account which will be due immediately. Every Outstanding invoice reminder sent to customer there will be additional admin cost of £50 charged to customer and will be payable immediately.
  14. 52.Any invoices outstanding over 10 days will be referred to Legal Department to take further legal action which will incur additional debt collectors cost, solicitors cost, court fees, barristers to represent court case, court order to gain access to property, bailiff fees, etc. All these costs will be payable by customer.
  15. 53.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.

Dispute

  1. 54.We are committed to providing a first-class service. However, if you feel we have not met this standard, we encourage you to let us know. We take all complaints seriously and will handle them promptly and fairly.
  2. 55.In case customer is not satisfied with the work carried out, Customer need to report it via email complaints@sanjusheating.co.uk or online https://sanjusheating.co.uk/complaint and provide details within 5 days of job completion.
  3. 56.Each complaint has its unique reference to track the progress. Each Complaint is reviewed by Senior Audit and Compliance Officer and report is submitted within 5 to 10 working days. The decision will be final and binding on Customer and Company. If the investigation involves third parties, such as manufacturers or insurance companies, it may take longer to reach a conclusion. In these cases, we will keep you updated on our progress. There is no appeal process and only 1 customer complaint will be allowed so customer needs to raise all the issues into single complaint.
  4. 57.Please note that Sanjus Heating is not liable for any loss of profit, loss of business, business interruption, or loss of business opportunity resulting from our services.

Cancellation

  1. 58.Notice of cancellation is emailed to customerservice@Sanjusheating.co.uk either before any delivery is made, or within 14 days of the order being placed.
  2. 59.Notice of cancellation is emailed to customerservice@Sanjusheating.co.uk prior to the engineer attending site on the agreed date.
  3. 60.Any cancellation or missed appointment will be charged additional cost.
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