Terms of Service | Elite 1 Services Ltd

1. Introduction

These terms of service (“Terms”) govern the provision of plumbing and heating services by Elite 1 Services Ltd (“we”, “our”, or “us”) to our customers (“you” or “your”). By engaging our services, you agree to be bound by these Terms.

We are registered with Gas Safe Register and OFTEC, and we comply with all relevant UK building regulations and industry standards.

2. Services

We provide the following services:

Gas boiler installation and repair
Oil boiler installation and repair
Central heating installation and maintenance
Plumbing repairs and installations
Bathroom and kitchen plumbing
Emergency plumbing services
Gas safety inspections and certification
OFTEC servicing and certification
Unvented hot water systems
Smart heating controls
Radiator installation and repair
Underfloor heating systems
Water treatment and filtration
Drainage and waste management
Solar thermal systems

Service Area:

Primary service area: Norfolk and Suffolk
Emergency services available within 30-mile radius
Additional charges may apply for locations outside primary area
Service availability subject to engineer availability
Remote areas may require additional travel time

3. Pricing and Payment

Our pricing structure includes:

Standard call-out fee (within service area)
Emergency call-out fee (within service area)
Hourly rates for standard work
Emergency rates (after hours)
Weekend rates
Bank holiday rates
Materials charged at cost plus markup
VAT charged at current rate (20%)

Payment terms:

Payment required upon receipt of invoice, unless otherwise stated
Emergency services require immediate payment
Large projects require 30% deposit
We accept cash, bank transfer, and major credit cards
Late payment charges apply at 8% above base rate
All prices are subject to change without notice

4. Emergency Services

Our emergency service provisions:

24/7 emergency call-out service
Response time within 2 hours for emergencies
Priority given to gas leaks and water leaks
Emergency rates apply outside normal hours
Must be within our service area
Emergency call-out fee payable on arrival
Additional charges for parts and labor
No emergency service for non-urgent issues

5. Warranties and Guarantees

We provide the following warranties:

12 months warranty on all workmanship
Manufacturer's warranty on new equipment
5-year warranty on boiler installations
10-year warranty on selected products
Warranty void if maintenance schedule not followed
Warranty does not cover misuse or neglect
Warranty transferable on property sale
Annual service required to maintain warranty

6. Health and Safety

We are committed to maintaining high health and safety standards:

All engineers are Gas Safe registered
Regular health and safety training
Risk assessments for all work
PPE provided and worn as required
Safe working practices followed
Customer safety information provided
Emergency procedures in place
Regular equipment maintenance
Compliance with building regulations
Gas safety certificates issued

7. Customer Obligations

As our customer, you agree to:

Provide accurate information
Allow access to necessary areas
Ensure safe working environment
Follow maintenance schedules
Report issues promptly
Pay invoices on time
Maintain insurance coverage
Follow safety instructions
Provide emergency contact details
Allow reasonable access for repairs
Ensure utilities are available
Provide parking access for service vehicles
Maintain clear access to work areas
Inform us of any hazardous materials
Ensure pets are secured during visits

8. Cancellation Policy

Our cancellation terms:

24 hours notice required for standard appointments
Emergency call-outs cannot be cancelled
Deposit non-refundable if cancelled within 48 hours
Late cancellation fee applies
No charge if cancelled 48 hours before
Emergency cancellation fee may apply
Re-booking may incur additional charges

9. Liability

Our liability terms:

Public liability insurance: £2 million
Employers liability insurance: £10 million
Not liable for consequential damage
Limited to cost of work undertaken
Excludes pre-existing conditions
Subject to negligence only
Time limit for claims: 6 years
Customer responsible for insurance excess
Not liable for third-party damage
Force majeure events excluded

Force Majeure:

We are not liable for delays or non-performance due to:
Acts of God or natural disasters
War, terrorism, or civil unrest
Government restrictions or regulations
Strikes or labor disputes
Utility service interruptions
Pandemics or health emergencies
Unforeseen technical difficulties

10. Complaints Procedure

Our complaints process:

Complaints must be in writing
Response within 5 working days
Investigation within 10 working days
Resolution within 20 working days
Right to appeal decision
Gas Safe complaints process available
OFTEC complaints process available
Legal action as last resort

11. Changes to Terms

We reserve the right to modify these Terms at any time. Changes will be effective immediately upon posting to our website. Continued use of our services constitutes acceptance of modified Terms.

12. Contact Information

For any questions about these Terms, please contact us at:

Phone: 07810206038
Email: enquiries@elite1services.co.uk
Address: Tara Well, Blo' Norton, Clay Hall Lane, Diss IP22 2HZ

13. Governing Law

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

14. Last Updated

These Terms were last updated on March 25, 2024.

15. Intellectual Property

All intellectual property rights:

Designs, drawings, and specifications remain our property
Customer may not reproduce or distribute our designs
Photographs and testimonials may be used for marketing
Customer retains rights to their property
Service reports and certificates are for customer use only
Software and systems remain our property
Training materials are confidential

16. Subcontractors

Regarding subcontractors:

We may use subcontractors for specialized work
All subcontractors are vetted and insured
Subcontractors follow our standards and procedures
We remain responsible for subcontractor work
Customer will be informed of subcontractor use
Subcontractors sign confidentiality agreements
Subcontractors are Gas Safe/OFTEC registered as required