Installation & Repair
With same-day, next-day options, you won’t have to wait in all day when you order a repair or installation with us.
What are failed visit charge?
For us to complete a successful installation or repair visit, we need you to play your part. This means there are a few things we need you to do, including having someone at the property on your chosen date. Please refer to the engineer’s visit checklist for things you need to double-check before we attempt a repair or installation visit, and don’t forget to check the delivery date to make sure you are at home.
If your visit fails because you are not in, or for another reason that you’re responsible for (including parking or amending the order after the 2 pm cut-off), and you wish to cancel the visit, a failed visit charge will apply: Failed Visit Charge £199.99
If you do not cancel your visit, then a re-visit charge will apply. Re-Visit Charge £199.99
What if I want to amend my order after cut off?
You have until 2 pm the day before our engineer’s visit to amend your order free of charge. After this point, if you’d like to change your visit date or time, you’ll have to pay for a new visit slot. Alternatively, if you ask to cancel your order after the 2 pm cut-off, then a failed visit charge will apply. See above for current charges.
What happens if my visit fails?
If we’re unable to complete a visit or associated service because of a reason that you’re responsible for, you’ll be able to rebook. You’ll be advised of the revisit charge for your chosen date at that point. Our re-visit costs vary with our flexible options and depend on your postcode. Next-day delivery and certain timeslots will cost a little extra.
If instead, you choose to cancel your order, a failed visit charge will apply (see table above for current charges). Please note the visit/service charges paid when you placed your order won’t be refunded in these circumstances.
What is the next available date for re-delivery?
We always try and offer a next-day revisit option, but it depends on your postcode and the time of day.
Do you service all of the UK?
Areas we cover include Bedfordshire, Berkshire, Buckinghamshire, Cambridgeshire, Derbyshire, Greater London, Hertfordshire, Leicestershire, Northamptonshire, Nottinghamshire, Oxfordshire, Warwickshire, West Midlands & Worcestershire. For locations outside of these areas, a travelling charge will apply. Please contact customer services.
What timeslots do you have?
We carry out installations and repairs from 7 am – 7 pm, but on the morning of your visit, we’ll update you, our engineer will call you 1-hour prior to arrival, so you know when to expect us. Got plans? No worries. We offer 7 am-12 pm, 10 am-2 pm, and 12 pm-5 pm windows for a little extra.
Can I narrow my timeslot on the day?
On the morning of your delivery day, we’ll text or email you with an estimated time window. However, with other visits and traffic, your delivery time might be affected.
What happens if I’m not in for my visit?
You’ll need to make sure someone is in to let in the engineer. If our driver arrives within the timeslot and nobody’s home, we reserve the right to charge for re-delivery. If you decide to cancel your order instead, we’ll refund you the price of your product but a failed visit charge will be applicable. Please see the above for failed visit charges.
When can I have my item installed?
Some products are available for installation in most postcodes within 7 working days, other products have a longer lead time and can take over a month before we receive it.
Can I change my visit date?
If plans change, don’t worry. You can change your delivery date and timeslots for free after you’ve ordered up to 2 pm the day before the visit. If you wish to amend the delivery date after the 2 pm cut-off, then you will have to pay a re-visit charge.
Can I cancel my order?
Following our 14-day cooling-off period, there is a 45% restocking charge on any manufactured items if you wish to cancel your order. This includes all cylinders.
Can you install a boiler up stairs, without a lift?
We do, but our engineers will have the final say on whether an installation is possible. When you place an order for a new boiler, please inform us about access restrictions, so we can make sure we’re prepared on the day.