Terms and conditions

Crane Heat Systems Ltd
Version: 27 August 2026

These Terms apply to our plumbing, heating, servicing, repair, bathroom and related services. “CHS”, “we”, “us” and “our” mean Crane Heat Systems Ltd. “Customer”, “you” and “your” mean the person, company, landlord, managing agent or other party instructing us.

Read these Terms alongside the relevant quotation, estimate, booking confirmation, scope of works, approved variation, invoice or other written agreement.

1. Acceptance of Our Terms

By accepting a quotation or estimate, confirming a booking, paying a deposit, instructing CHS to proceed or otherwise authorising work, you agree to these Terms.

We will make the applicable Terms available before you enter into a contract and provide the contract information in a form you can retain where required by law. Our current Terms are available on our website; the version applying to your contract is explained in Section 24.

A specific written provision in an accepted quotation or other project-specific written agreement takes priority over any conflicting provision in these Terms.

Nothing in these Terms affects your statutory rights as a consumer.

2. Quotations, Estimates & Scope

A written quotation is our offer to carry out the work described for the stated price and, unless stated otherwise, remains valid for 30 days. It is based on information and conditions reasonably visible or known when prepared.

An estimate is an approximate indication of cost, not a fixed-price quotation. It may change according to the labour, materials, investigation or additional work reasonably required. If the final cost is likely to materially exceed an estimate, we will explain why and, wherever reasonably practicable, obtain your approval before continuing with materially increased chargeable work.

The agreed scope and price cover only the work, labour, materials and services specifically included in the quotation, estimate, booking confirmation or other written agreement. Unlisted items and work which could not reasonably have been identified beforehand are not automatically included.

Changes to the specification, layout, equipment or scope after acceptance, including alterations, additions and upgrades requested once work begins, are variations under Section 3. They may affect the price, labour, materials, programme, completion dates and involvement of other trades.

3. Surveys, Additional Works & Variations

Surveys and quotation visits are normally non-invasive unless otherwise agreed. They do not ordinarily involve removing tiles, lifting flooring, opening walls or ceilings, dismantling installations, excavating, exposing services or other destructive investigation.

Work may therefore reveal concealed defects, construction details or obstacles which were not reasonably foreseeable. These may include defective, corroded, damaged, incorrectly routed or inaccessible pipework; seized fittings; poor workmanship; damaged structures; unsuitable electrics or controls; non-compliant installations; leaks; drainage or structural obstacles; incompatible equipment; hazardous materials; or a need for additional pipework. Necessary additional work is not automatically included in the original quotation.

Where reasonably practicable, we will explain the issue, the proposed work, its additional price or charging basis, and any material effect on the programme or completion date, and obtain your approval before proceeding.

Approval may be given by email, SMS, WhatsApp, electronic quotation or variation acceptance, written instruction or another durable written communication. Approved costs become part of the contract and may be included in a stage or final invoice.

We will not intentionally carry out substantial chargeable additional work without approval. Where prior approval is not reasonably possible, we may undertake proportionate action to make an installation safe, isolate a leak, prevent imminent damage or remove an immediate safety risk.

If you decline additional work reasonably necessary for the project to continue, we may pause the affected work. Subject to consumer law, you remain responsible for work properly completed, materials reasonably ordered or committed, and other reasonable costs properly incurred up to that point.

4. Working in Your Property

Our work may require drilling, cutting, chasing or openings through walls, floors, ceilings, tiles, brickwork, plasterboard, render or other surfaces for pipework, clips, screws, brackets, cables, wastes, flues, condensate pipes, ventilation, equipment or other installation requirements.

We will exercise reasonable care and skill, use appropriate working methods and take reasonable precautions to protect your property, including suitable coverings for working areas and access routes where appropriate. Work may still produce dust, debris, noise, vibration, moisture and normal disturbance.

Necessary openings can cause minor breakout, chipping, cracking or cosmetic damage immediately around them, particularly in brittle, hollow, poorly bonded, deteriorated, unusually hard, previously damaged or otherwise vulnerable materials. We are not responsible for unavoidable cosmetic damage where reasonable care and skill have been exercised. This does not exclude responsibility for negligence or a failure to exercise reasonable care and skill.

We take reasonable precautions around concealed services, but their precise routes cannot always be established, particularly if installed incorrectly, unusually, outside expected safe zones, without records or in a way that cannot reasonably be detected. Before work begins, tell us about known concealed plumbing, underfloor heating, electrical, data, alarm or specialist cabling and other hidden installations. We remain responsible for damage caused by our failure to exercise reasonable care and skill.

Unless expressly included, our price excludes specialist plastering, decorating, painting, rendering, tiling, carpentry, flooring, landscaping and other finishing work. Necessary access openings and installations will be left reasonably safe and tidy. Any agreed making-good will meet the standard described in the quotation.

Exact matching of existing colours, textures, tiles, bricks, grout, paint, render, flooring or other finishes cannot always be guaranteed, especially where materials are aged, weathered, discontinued or subject to manufacturing variations.

5. Existing Systems, Cleaning & Flushing

We cannot guarantee the condition or integrity of existing equipment, pipework, valves, fittings, wiring or components we did not install.

Draining, repressurising, isolating, altering, reconnecting or cleaning a system can expose pre-existing weaknesses. These include leaking joints, corrosion, seized valves, weakened seals, blockages, defective components, airlocks, poor circulation, sludge or magnetite, and wiring or control faults.

Chemical cleaning, system or power flushing, magnetic cleaning and other water treatments can expose leaks or weaknesses in older, contaminated, corroded or deteriorated pipework, radiators, valves, joints, seals, pumps, fittings and other components.

We will carry out this work with reasonable care and skill. We are not responsible for a failure caused solely by a pre-existing defect, deterioration or weakness which we did not cause and which becomes apparent during correctly performed work. Necessary repairs may be chargeable as additional work; we will discuss them and, wherever reasonably practicable, explain the issue and cost before proceeding.

Appropriate corrosion inhibitor, cleaner or other water treatment will be used where included in the agreed scope.

6. Fault Finding & Repairs

Fault finding is a diagnostic process. Some faults are immediately identifiable; others require testing, monitoring, dismantling, inspection, replacement of a known defective component, further investigation or additional visits.

Payment for agreed diagnostic time remains due even if further investigation is needed to identify the underlying fault conclusively. We will explain further chargeable investigation, parts or repairs before proceeding wherever reasonably practicable.

Replacing a confirmed defective component does not guarantee that unrelated faults or additional underlying defects will not subsequently appear.

7. Servicing & Safety Inspections

A boiler service, heat pump service, oil appliance service, landlord inspection or other inspection represents the condition of the equipment insofar as that condition can reasonably be established at the time of the visit.

Servicing cannot guarantee that equipment will remain fault-free for any particular period afterwards.

Where safety defects, deterioration or recommended repairs are identified, these will be reported to the Customer and may require separate remedial work or quotation.

Gas, oil or other appliances considered unsafe will be dealt with in accordance with applicable safety procedures, industry requirements and legislation.

Where an appliance or installation cannot lawfully or safely be left in operation, CHS may be required to isolate, disconnect, classify or otherwise make the installation safe.

8. Customer-Supplied Products

If you supply equipment, sanitaryware, taps, showers, tiles, radiators, controls or other products, you are responsible for ensuring they are suitable, correctly specified, complete, undamaged, compatible with the installation and available when required.

We will exercise reasonable care and skill when installing them and advise you of obvious suitability or compatibility concerns. We cannot provide a manufacturer or product warranty for goods we did not supply.

Additional labour, visits or costs resulting from missing parts, incorrect, damaged, incompatible or defective products, delayed delivery or replacement customer-supplied items may be chargeable.

9. CHS-Supplied Products & Warranties

Goods and materials we supply will meet applicable legal requirements and the agreed specification. Where you tell us a particular purpose and rely on us to select suitable goods, we will exercise reasonable care in selecting them, without limiting any statutory requirements that apply.

Any manufacturer’s warranty is subject to its own terms. Requirements may include registration, annual servicing, maintenance, specified water quality, approved installation practices or components, and commissioning records. We will explain responsibility for relevant requirements. You are responsible for arranging ongoing servicing and maintenance after installation unless we separately agree to provide it.

Manufacturer warranties are additional to, and do not replace, your statutory rights against CHS.

10. Heat Pumps & System Performance

Heating and air source heat pump performance depends on property heat loss, insulation, emitter sizing, system design, flow temperatures, controls, hot water demand, outside temperatures, occupancy, electricity tariffs, customer settings, maintenance and operation.

Where we undertake the design, we will use the information and agreed design criteria available for the project. Where another organisation provides the design, heat-loss calculation, equipment schedule or specification, our responsibility is limited to the services and installation work we have contracted to undertake. We will notify you of any obvious problem we identify with a third-party design during our work.

Unless specifically guaranteed in writing, we cannot guarantee future energy bills, annual running costs, financial savings, seasonal efficiency figures or financial performance compared with a previous system, as these depend on circumstances outside our reasonable control.

11. Smart Controls & Third-Party Services

We cannot guarantee the continued availability or performance of internet connectivity, Wi-Fi, mobile applications, manufacturer servers, cloud services or other third-party services on which heating controls, heat pumps, boilers or other equipment depend.

Basic setup and commissioning are included only where stated in the quotation. Unless specifically agreed, the installation price does not cover ongoing issues with broadband, Wi-Fi signal, router configuration, changed passwords, third-party accounts, mobile devices, manufacturer applications, software updates, discontinued services or external server outages.

12. Bathrooms, Managed Projects & Subcontractors

For managed bathrooms and other projects involving several trades, we may use employees, appropriately skilled subcontractors and specialists such as tilers, plasterers, electricians, decorators and carpenters. Work requiring particular registrations, qualifications or competence will be undertaken by an appropriately qualified, registered and competent person as applicable.

Where your contract is with CHS for that work, subcontracting does not change our contractual responsibility. We remain your principal point of contact, and concerns about that work should be raised with us.

The quotation will identify included work and any products, materials or services you must supply separately. Changes after acceptance to layouts, finishes, tiles, sanitaryware, fittings, electrical requirements, specifications or other design choices are variations under Section 3 and may affect cost and programme.

13. Access & Customer Responsibilities

You must provide reasonable, safe access to the property and work areas. Where needed, please:

clear working space and access routes, and remove delicate, fragile or valuable items;
provide access to plant rooms, lofts, cupboards and services;
disclose known hazards and parking or access restrictions before attendance;
keep children and pets away from active work areas;
provide reasonable access to water and electricity;
provide agreed keys, access codes and parking arrangements; and
keep areas under your control reasonably safe for our workforce.

We may postpone or suspend affected work if access is unsafe or inadequate until the issue is resolved.

Parking permits, parking charges, congestion charges, tolls and other unavoidable site-specific access costs may be charged where not included in the quotation. We will advise you of significant foreseeable additional costs wherever reasonably practicable. Any additional charge remains subject to applicable requirements for disclosure and agreement.

14. Waste & Removal of Equipment

Removal and disposal of waste, redundant equipment and packaging are included only where stated in the quotation or agreed scope, and cover waste reasonably generated by our work. Unrelated household, builder’s, garden, pre-existing or third-party waste is excluded unless separately agreed.

15. Asbestos & Hazardous Materials

We do not undertake asbestos removal unless expressly stated and legally permitted. If asbestos, suspected asbestos or another hazardous material is discovered, we may immediately stop work in the affected area.

You may need to arrange testing, surveying, removal, encapsulation or remediation by a competent specialist before work can continue. We will discuss resulting delays, return visits or additional work with you. We will not knowingly disturb suspected asbestos-containing materials where unsafe or unlawful.

16. Permissions & Approvals

Unless expressly included in our quotation, you are responsible for obtaining necessary landlord, freeholder or leaseholder permissions, listed-building or planning consent, neighbour or party-wall agreements and other property-specific authorisations.

We will obtain or facilitate notifications, commissioning documentation and compliance certification where included in our scope or required as our legal responsibility.

17. Deposits, Payment & Late Payment

Deposits or stage payments may be required for larger projects or commitments to significant materials, equipment or specialist labour. Amounts and payment stages will be set out in the quotation or other written agreement. Deposits are not automatically non-refundable; cancellation and refunds are covered in Section 19.

Unless otherwise agreed in writing, servicing, repairs and smaller works are payable on completion or in accordance with the invoice, and invoices must be paid by their stated due dates. Separate payment terms in an accepted quotation or agreed invoice apply to that contract; an invoice does not unilaterally change previously agreed terms.

Raise genuine invoice queries promptly. A dispute about one identifiable item does not remove your obligation to pay undisputed amounts properly due. After reasonable notice, we may suspend further non-emergency work if an undisputed payment is overdue.

Business customers: For qualifying overdue commercial debts, we may claim statutory interest, fixed compensation and reasonable debt-recovery costs where permitted by law. This does not apply to consumer debts outside commercial late-payment legislation.

18. Appointments & Delays

We will make reasonable efforts to attend and complete work on agreed dates. Unless expressly guaranteed in writing, anticipated completion dates are estimates based on information available when the programme is arranged.

Delays may arise from emergency call-outs, unexpected site conditions, supplier delays or manufacturer shortages, illness, adverse weather, access problems, delayed deliveries, other trades, additional work or circumstances reasonably outside our control. We will keep you reasonably informed of material delays and arrange revised dates where necessary. Your statutory rights concerning unreasonable delays remain unaffected.

If progress is prevented by matters within your reasonable control, such as the site not being ready, missing access, uncleared areas, late or incorrect customer-supplied products, or another trade preventing progress, we will discuss the situation with you. Reasonable additional costs actually incurred may be chargeable where appropriate and will be communicated beforehand wherever reasonably practicable. Charges will reflect actual reasonable costs or losses, not arbitrary penalties.

19. Cancellation & Rescheduling

Deposits are not automatically forfeited. Subject to statutory cancellation rights, any cancellation charge or deduction from payments will be limited to reasonable costs or losses properly incurred which we are lawfully entitled to recover. These may include work properly completed, services or preparatory work already supplied, specifically ordered non-returnable products, committed specialist labour, unrecoverable supplier charges and other reasonable project-specific commitments or costs. We will take reasonable steps to reduce avoidable losses. These examples do not override any right to cancel without such charges.

Consumer cancellation rights

Statutory cancellation rights may apply to contracts made at a distance or away from our business premises. The applicable period and its starting date depend on the type of contract. For many service contracts, the period ends 14 days after the day the contract is made; contracts involving goods may have a different starting point.

Where required, we will provide the legally required cancellation information and model cancellation form separately, before you are bound by the contract, and provide information in a form you can retain as required by law. You do not have to use the form: send a clear statement to hello@craneheatsystems.co.uk, write to our registered office in Section 25, or otherwise clearly communicate your decision within the applicable period.

Starting work during the cancellation period

Before starting services during an applicable cancellation period, we will obtain your express request. For off-premises contracts this must be in a durable medium, such as email. If you then exercise your cancellation right, you may have to pay a proportionate amount for services properly supplied before cancellation, but only where legally permitted.

You may lose the right to cancel a fully performed service only where you expressly requested the early start, acknowledged that the right would be lost on full performance, and the other legal requirements have been satisfied.

Urgent repairs

If you specifically request an urgent repair or maintenance visit, statutory exceptions may apply to the urgent work and replacement parts necessarily required. Separate or additional work outside the urgent repair remains subject to the applicable law.

Nothing in this section restricts your statutory cancellation rights.

20. Suspension or Termination by CHS

CHS may suspend or terminate works where there is a genuine and reasonable reason to do so, including:

unsafe working conditions;
abusive or threatening behaviour;
significant undisclosed hazards;
suspected asbestos or dangerous materials;
non-payment of an undisputed sum following reasonable notice;
the Customer requiring work which would be unsafe, non-compliant or unlawful; or
circumstances beyond CHS’s reasonable control which make completion impossible.

Where the Customer is not at fault and CHS cannot complete the agreed work, CHS will account fairly for:

payments already made;
work properly completed;
materials supplied; and
materials reasonably committed to the project.

Nothing within this clause removes any statutory rights the Customer may have.

21. Workmanship, Defects & Complaints

We will carry out services with reasonable care and skill and aim to resolve concerns promptly and fairly.

If you believe our work is defective or wish to complain, contact hello@craneheatsystems.co.uk as soon as reasonably practicable. Where relevant, include your name, property address, a description of the issue, relevant dates and photographs or other supporting information.

We will review the matter and arrange investigation or attendance where reasonably required. Where reasonably practicable, allow us a reasonable opportunity to inspect and remedy work for which we are responsible. This does not affect your statutory rights or prevent appropriate urgent action to protect people or property.

We are not responsible for remedial work arising solely from misuse, third-party interference or alterations, accidental damage, inadequate maintenance, pre-existing defects or other matters unrelated to our workmanship. This does not exclude responsibility for loss or damage we cause or contribute to through negligence or breach of contract.

22. Liability

We will carry out services with reasonable care and skill and aim to resolve concerns promptly and fairly.

23. Photographs & Personal Information

We may photograph installations, equipment and working areas where reasonably needed for quotations, job records, technical support, compliance, warranty administration, recording concealed work before it is covered, or evidence of existing conditions and completed work.

We may use non-identifying photographs of completed installations for our portfolio, website or marketing without disclosing private or identifying customer information. We will not use photographs for marketing that clearly identify you, your private information or your precise private address without appropriate permission. Tell us if you do not want non-identifying installation photographs used for marketing.

Personal information, including information in photographs, will be handled in accordance with applicable data-protection law and our Privacy Policy, available through our website.

24. General Terms

Changes to these Terms

The version in force when your work is accepted applies to your contract. We may update these Terms for future contracts, but updates will not retrospectively change an existing contract without agreement. Use the version date and revision shown above to identify the applicable Terms.

Severability

If a provision is unlawful, invalid or unenforceable, it will be modified or removed only to the extent necessary. The remaining provisions continue to apply so far as legally possible.

Governing law

These Terms and our contracts are governed by the law of England and Wales. This does not remove mandatory consumer rights concerning where legal proceedings may be brought.

25. Company Information

Crane Heat Systems Ltd

Registered in England and Wales.

Company Number: 17019198

Registered Office:
C/O Azets Burnham Yard
London End
Beaconsfield
Buckinghamshire
England
HP9 2JH

Email: hello@craneheatsystems.co.uk

Website: www.craneheatsystems.co.uk