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TwinSun Heating Ltd

Terms & Conditions

Terms and Conditions

Included in this terms and conditions page are:

  • Our general Terms and Conditions
  • Our policy on fitting equipment supplied by customers
  • Our cancellation and right to waiver policy
  • Our system flushing disclaimer
  • Our Service Plan Terms and Conditions

1. Introduction – These are TwinSun Heating Ltd and Conditions.

They tell you:

  • The rules for using our services

  • What you can expect from TwinSun Heating Ltd

  • Your rights and responsibilities

2. When These Terms Apply

Please ensure you read these terms before using our services. By using our services, you are agreeing to these terms.

The latest version always applies, and we’ll usually only make updates when we offer a new service, change how we provide a service, or have to comply with a new legal requirement.

3. What Do We Mean by “Services”?

Anything offered by TwinSun Heating Ltd, across all the trades we cover (Plumbing, Heating, Boilers and Emergencies):

  • Enquiries

  • Estimates

  • Project Work

  • Installations

  • Repairs

  • Emergency Call Outs

  • Servicing

  • Guarantees

4. Terminology

For the purpose of these terms and conditions the following words have the following meanings:

  • “Us/We/Our” refers to TwinSun Heating Ltd.

  • “You” refers to you: the customer (the person or organisation for whom we agree to carry out work and/or supply or materials).

  • “Trades person/tradespeople” refers to the representative(s) appointed by us to carry out work.

We reserve the right to refuse or decline to undertake any work. We reserve the right, at our absolute discretion, to designate the tradesperson/tradespeople who will represent us.

5. Hourly Rate Work

The total charge to you will consist of the cost(s) of:

  • Labour (the amount of time spent by the tradesperson carrying out work) including all reasonable time spent in obtaining non-stocked materials, charged in accordance with our current hourly rates. These are clearly outlined in our “Rates” tab on the website.

  • Materials supplied by us (not exceeding retail price plus at least a 20% markup – please see our policy regarding supplying materials/markup, also under the “Rates” tab).

You will only be charged for the time spent related to your work. All other time, i.e. lunch breaks, is non-chargeable.

6. Fixed Price Work

The total charge to you will be given as a firm cost (manifest errors exempted), inclusive of labour & materials, and will be within 10% over the equivalent total hourly rate cost.

Where a written estimate has been supplied to you, the total charge outlined in the estimate should not exceed the actual time taken by more than 20%, but may be revised in the following circumstances:

  • If, after submission of the estimate, you instruct us (in writing or verbally) to carry out additional work not referred to in the estimate.

  • If, after submission of the estimate, there is an increase in the price of materials.

  • If, after submission of the estimate, it is discovered that further work needs to be carried out which were not anticipated when the estimate was prepared.

  • If, after submission of the estimate, it is discovered that there was a manifest error when the estimate was prepared.

  • Requirement of a detailed Insurance Report (in addition to the estimate and invoice) will incur a nominal charge of £25.00.

We will not be under any obligation to provide an estimate to you and will only be bound by estimates given in writing to you and signed by an authorised representative. We will not be bound by any estimates given orally or in which manifest errors occur.

7. Offers & Incentives

On an ongoing basis, at our discretion, we promote a selection of offers and incentives, these will be clearly defined including any specific terms and conditions. Offers and incentives may only be used in conjunction with each other at our discretion.

8. Material Collection

Collection of non-stock items is chargeable, however:

  • Time taken will be kept to a minimum and within reason.

  • If the collection time is likely to exceed 45 minutes you should be additionally informed of the circumstances.

  • Only one tradesperson is permitted to leave the job to collect any required materials/parts.

9. Invoices & Payment

Upon your agreement for us to carry out estimated or pre-booked work, a deposit payment of the total materials cost or at least 50% of the total job cost, (whichever is higher), is payable immediately. We reserve the right to request full payment in advance at our discretion.

Should the deposit be delayed in being transferred and TwinSun Heating Ltd no longer has the dates available, then alternative dates will be booked or the deposit will be returned.

Upon completion of work, you will be invoiced, for which payment is due on receipt. TwinSun Heating Ltd reserves the right to accrue and charge interest on any part of an invoice which remains unpaid at a rate of 4% over the base rate until payment is received by us in full.

You accept sole liability to make payment in full.

10. Timekeeping

Where the date and/or time for work to be carried out is agreed upon, we will use reasonable endeavour to ensure that the tradesperson attends accordingly. We accept no liability in respect of the non-attendance or late-attendance on site of the tradesperson, or for the late or non-delivery of materials.

We offer time slots with a 4-hour window to ensure our engineers can complete jobs in one visit (when possible). We will however contact you at least 30 minutes before arrival to minimise inconvenience to you.

We will not be liable for any delay, or the consequences of any delay, in performing any of our obligations if such delay is due to any cause beyond our reasonable control, and we will be entitled to a reasonable extension of the time for performing such obligations.

11. Cancellation

If you need to cancel (or rearrange) your booking, you must notify us (preferably by telephone) 48 hours before the scheduled booking. Cancellations made further in advance should also be made by telephone, and you should request written confirmation from us, so that you are not liable to be charged.

Should you wish to cancel the contract between us in respect of the works, you have (in accordance with the provisions of the Consumer Contract Regulations 2013) fourteen (14) days in which to do so following your acceptance of our quotation. If the booking is made and to start within fourteen (14) days then the customer waivers this right.

If you cancel your instructions more immediately before work is carried out, or materials being supplied, you will be liable for the cost of any time and materials incurred by us, together with the profit that would have been made by us, in accordance with the original instructions.

12. Satisfaction

TwinSun Heating Ltd is committed to providing professional, top-quality service to every customer. If, after we have carried out the work, you are not wholly satisfied with our service(s) you must provide us with written notice within 12 months. You must allow us, and our insurers, the opportunity to both inspect and carry out remedial work where appropriate. If you fail to notify us, as outlined above, then we will not be liable in respect of any defects in the work carried out.

13. Guarantee

For your peace of mind, we provide a 12-month guarantee on labour carried out by an TwinSun Heating Ltd tradesperson, in respect of faulty workmanship only. This is active from the date of completion of work, in addition to any manufacturer’s warranty/warranties.

The guarantee will become null & void if the work/appliance completed/supplied by us is:

  • Subject to misuse or negligence.

  • Repaired, modified or tampered with by anyone other than a TwinSun Heating Ltd tradesperson. We will accept no liability for, or guarantee suitability, materials supplied by you & will accept no liability for any consequential damage or fault.

We will not guarantee any work in respect of:

  • Blockages in waste or drainage systems.

  • Any work undertaken on instruction from you and against the written or verbal advice of the tradesperson.

Work is only guaranteed in respect of work directly undertaken by us and full payment having been made. Any non-related faults arising from recommended work which has not been undertaken by us will not be guaranteed.

Where we agree to carry out work on installations of inferior quality (or over ten years old) no warranty is given in respect of such work and we accept no liability in respect of the effectiveness of such work or otherwise.

14. Liability

We will only be liable for rectifying our own guaranteed work, and will not be held responsible for any ensuing damage or claims resulting from other work overlooked or subsequently requested and not undertaken at the time.

We will not be held liable or responsible for any damage or defect resulting from work not fully guaranteed, or where recommended work has not been carried out. Work will not carry a guarantee where you have been notified by the tradesperson either verbally or in writing.

We shall not be held responsible for electrical faults occurring on the boiler during routine service or repair. It is a common and well-documented problem across the industry that some boilers malfunction when the power supply has been interrupted, unfortunately, we have to isolate the electrical supply for health and safety reasons when carrying out these tasks.

We shall not be held responsible for any service valves within the property that may become defective while being used for their intended purpose. This includes but is not limited to, external and internal stop taps, isolation valves (pipework/boiler), drain-cocks, radiator valves and bleed/vent points. In the event that they do become defective during use, we will advise and quote accordingly for a repair or replacement.

We shall not be held liable for any delay, or consequences of any delay, in performing our obligations if such a delay is due to any cause beyond our reasonable control and we shall be entitled to reasonable time extensions.

We will be entitled to fully recover the costs or damages from any tradesperson whose negligence or faulty workmanship makes us liable to pay for those damages or rectification of work.

You will be solely liable for any hazardous situation in respect of the Gas Safe Regulations or any Gas Warning Notice issued by an TwinSun Heating Ltd tradesperson. Our tradespeople operate under their own individual Gas Safe Registration and, as such, are solely responsible for any gas-related work and subsequent liability.

15. Title to Goods

Goods supplied and delivered by us to you, or your premises, shall remain our property until paid for by you in full. Whilst goods remain our property we have the absolute authority to:

  • Retake, sell or otherwise deal with or dispose of all or any part of these goods.

  • Enter any premises, at any time and without notice, in which goods or any part thereof is installed, stored or kept, or is reasonably believed so to be.

  • Seek a court injunction to prevent you from selling, transferring or otherwise disposing of such goods.

The risk in such goods will pass to you on delivery to you. You must insure them at replacement value, and if asked you must produce evidence that they are properly insured.

The customer holds no right to withhold any tools or materials brought onto the premises. They must be made available immediately or legal proceedings will be brought to retrieve these items, for which the customer will be fully liable, including loss of earnings.

16. General

These terms and conditions may not be released, discharged, supplemented, interpreted, varied or modified in any manner except by an instrument in writing signed by a duly authorised representative and you. Our terms and conditions will prevail over any terms and conditions used by you or contained, set out or referred to in any documentation sent to us by you. By entering into a contract with us you agree irrevocably to waive the application of any of these terms and conditions.

These terms and conditions, and all contracts awarded between us and you, shall be governed and construed in accordance with English Law and shall be subject to the exclusive jurisdiction of English Law.

Our policy on fitting equipment supplied by customers

We prefer to supply our own materials in order to ensure that we meet our customer’s expectations of high quality, trouble-free installation or repair.
We apply a markup to materials we supply. This markup covers a whole range of ancillary services which we appreciate are not always uppermost in customers’ minds when comparing quotes.
We understand that when budgets are tight it can be tempting to look for “bargains” online and then engage a tradesperson on a labour-only basis to fit these goods.
Whilst we are prepared to work with either system, experience suggests that it is important to be clear from the very start where potential pitfalls can be hidden and where “saving money” may turn out to be a very expensive option. We regret that we are not able to accept any costs arising from delays, faults, incomparability or other problems arising from materials not supplied by ourselves.
We will only provide genuine, high-quality materials and parts from reputable suppliers who offer enforceable warranties and who have a track record of supplying good service.
We do not buy from online auction and/or refurbished parts sites, all materials are brand new and of first quality.
In our experience, this greatly reduces project delays, stress and worry.
The table below illustrates some of the issues that our experience suggests may arise, and what the cost implications might be to you.

terms and conditions

Cancellation and right to waiver

Under the terms of the Consumer Rights Act 2015, you have the right to cancel within 14 calendar days starting on the date you agree/sign the contract, during which time you may cancel the contract without paying a penalty. This is known as the ‘cooling-off period’. The law that governs the length of ‘the cooling off’ period is the Consumer Contract (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

If you cancel the contract we will reimburse you all payments received from you, including where applicable, any deposit paid to us. However, an exemption applies if you have specifically requested us to carry out urgent repairs or maintenance. This exemption does not apply to other goods or other services provided at the same time, which themselves retain a cancellation right.

If you would like to cancel the contract contact us at your earliest convenience. you can call us on 07738306178 or email us at  Info@TwinSunHeating.co.uk Please include your name, invoice number, and work start date.


You may request us to begin work during the cancellation period. If you later decide to cancel, you shall pay us a reasonable amount to take into account the work carried out until cancellation is communicated to us. By agreeing you are requesting that work commence within the 14 calendar day cancellation period and understand that you will be liable to make reasonable payment of all work carried out before cancellation if you later choose to exercise your right to cancel the contract.

System Flushing Disclaimer

System flushing is the fastest and most effective way to clean heating systems, and involves minimal disruption and dismantling. We use purpose-built power flushing pumps/mains flushing units/MagnaCleanse units designed to cure the circulation and boiler noise problems caused by accumulations of sludge, corrosion deposits and scale which are found in most ageing central heating systems. The flushing unit is temporarily connected to a heating system during the process. The high water velocity, and/or pressures combined with instantaneous flow reversal, will dislodge and mobilise sludge and corrosion deposits.

Whilst these occurrences are very rare, customers need to be aware that:

A system flush can be extremely effective in cleaning systems that have corrosive problems, but not as a result of a design fault, we strongly recommend that any such design faults be rectified before flushing commences. The success of a flush 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 flush the system.

Whilst it is rare for a heating system to experience leaks after the flush process, it is not possible to inspect a system internally beforehand, and the need to use a flushing and dispersing chemical for effective cleansing means that occasionally we may find a leak. The advanced stage of corrosion required for such a situation means that the leak would have occurred imminently even without a flush. We believe that it is better that it occurs whilst we are present to remedy the problem, rather than for it to arise over a weekend or whilst the house is unoccupied.

Systems which have been neglected over some time, or have not been treated with an effective corrosion inhibitor, may have severely compacted corrosion debris, in the pipework, radiators, or boiler, and it is possible that even after the flush, some radiators may still not be fully effective, or boilers on the margin of failure may cease working due to sludge and debris later breaking loose and collecting in the heat exchanger.

The prices quoted allows for the flush only, and if any of the above or further problems arise during or after the flush then any additional work required would be carried out at an additional cost.