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

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.

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.

We always try and offer a next-day revisit option, but it depends on your postcode and the time of day.

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.

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.

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.

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.

Fixed-Price Repair and Replacement Clause

Our fixed-price repair service covers any component or serviceable part located within the unit. In the rare event that the internal cylinder is found to have an irreparable leak, or the unit contains obsolete parts that render repair unfeasible, we will offer you two options:

1. Replacement Offer: You may choose to purchase a replacement thermal store, including installation, with the initial fixed-price payment of £399.99 deducted from the total cost—effectively making the initial visit free of charge.

2. Refund Option: Alternatively, you may request a refund, in which case a call-out charge of £199.00 will be deducted from the initial payment.

Please note that the £399.99 discount towards a replacement unit is valid for 30 calendar days from the date of the original attendance. After this period, the discount will no longer apply.

In each year of your plan, the most we’ll pay in total for repairs we approve is £500, this is the repair limit.

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.

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.

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.

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.

Terms & Conditions – Exclusions from Warranty or Liability

The following conditions will invalidate warranty claims and are excluded from PulsaCoil Group’s liability:

1. Unauthorised Modifications
   Any modifications, alterations, or repairs carried out on the product without prior authorisation from PulsaCoil Group.

2. Non-Compliant Water Supply
   Installations not connected to a public mains supply providing potable water in accordance with UK water quality standards, or systems using untreated primary water without the correct dosage of inhibitor. Standard products are not guaranteed when connected to private water supplies.

3. Scale and Hard Water
   In areas where water hardness exceeds 200 parts per million (ppm), it is the responsibility of the homeowner to ensure appropriate treatment of the incoming cold mains water to prevent scale build-up. This may include the installation of a water softener or other suitable scale-inhibiting device. Failure to implement adequate treatment can lead to limescale accumulation within the system, impairing performance and efficiency. Please note that insufficient water treatment in hard water areas may invalidate the manufacturer’s warranty on the boiler and associated components.

4. Faulty or Improper Installation
   Any faults or failures arising from incorrect, substandard, or non-compliant installation practices.

5. Excessive Chlorine or Chloride Levels
   Water supplies containing chlorine or chloride concentrations in excess of 200 ppm.

6. Combined Scale and Chloride Concentration
   Situations where the combined level of scale and chloride exceeds 300 ppm.

7. Prolonged Standing Water
   Conditions where water has remained unheated and unused within the system for a period of two months or longer.

If a boiler is being replaced and it is found that the existing appliance has been poorly maintained, resulting in leaks, rust, or associated damage, the responsibility for cleaning and making good any mess caused lies solely with the homeowner. This includes, but is not limited to, any staining, water damage, or debris in the immediate area of the boiler, as well as in stairwells, corridors, or any communal areas affected during the removal or installation process. Our engineers will not be responsible for cleaning or repairing such areas. We advise customers to make suitable arrangements for cleaning or remedial work prior to or following the installation as necessary.