Terms of Service
1. Introduction
These Terms of Service govern the use of services provided by Ambiento LTD (“we”, “our”, “us”). By engaging our services, you (“customer”, “you”, “your”) agree to these terms.
2. Services Provided
We provide domestic HVAC services including:
- Heating system installation and repair
- Plumbing services
- Air conditioning installation and servicing
- Smart heating controls
- Renewable energy installations
- Emergency callouts
All services are provided for domestic properties only within our service area (SW London postcodes).
3. Quotes and Pricing
Free Surveys: All surveys and quotes are provided free of charge with no obligation.
Quote Validity: Written quotes are valid for 30 days from issue date.
Pricing: All prices include VAT at the prevailing rate unless otherwise stated. Prices are fixed unless additional work is required due to unforeseen circumstances (we’ll notify you before proceeding).
Payment Terms:
- Small jobs (under £500): Payment on completion
- Standard installations: 50% deposit, 50% on completion
- Large projects: Payment schedule agreed in advance
- Emergency callouts: Payment on completion
4. Surveys and Access
Property Access: You must provide access to all relevant areas of your property for surveys and installations.
Survey Accuracy: Quotes are based on information gathered during surveys. If conditions differ from those surveyed, additional costs may apply (we’ll notify you before proceeding).
Cancellation: Survey appointments can be cancelled or rescheduled with 24 hours notice.
5. Installation and Completion
Timescales: Installation timescales are estimates. We’ll notify you of any delays beyond our control.
Site Conditions: You must ensure:
- Clear access to work areas
- Parking available for our vehicles (where possible)
- Utilities (water, electricity) available
- Pets secured during work
Disruption: Some disruption is inevitable during installation. We minimize this and clean as we go.
Completion: Work is complete when:
- Installation is finished and tested
- All certifications provided
- You’ve received handover training
- You’ve signed completion certificate
6. Warranties and Guarantees
Workmanship Guarantee: 12 months on all our installation work.
Manufacturer Warranties: Equipment comes with manufacturer warranties (typically 5-10 years for boilers/heat pumps). We register warranties on your behalf.
Exclusions: Warranties don’t cover:
- Damage from misuse or neglect
- Unauthorized modifications
- Failure to maintain/service as recommended
- Normal wear and tear
- Acts of God (flooding, lightning, etc.)
7. Servicing and Maintenance
Annual Servicing: We recommend annual servicing for all heating systems. This is required to maintain manufacturer warranties.
Service Reminders: We’ll send reminders when servicing is due.
Breakdown Support: For equipment we’ve installed, we provide priority emergency support.
8. Cancellations and Refunds
Before Work Starts:
- Quotes: No charge for cancellation
- Booked installations: 48 hours notice required for full refund of deposit
After Work Starts:
- Deposits are non-refundable once work has commenced
- If you cancel mid-project, you’ll be charged for work completed plus materials purchased
Our Cancellation: We reserve the right to cancel if:
- Site conditions are unsafe
- Access is unavailable
- Payment terms aren’t met
- Customer behavior is abusive to staff
9. Liability and Insurance
Public Liability: We carry £5 million public liability insurance.
Our Liability: We’re liable for:
- Death or personal injury caused by our negligence
- Damage to your property caused by our negligence
- Breach of contract
Liability Limits: Our liability for indirect or consequential losses is excluded to the extent permitted by law.
Your Responsibility: You’re responsible for:
- Accuracy of information provided
- Existing defects not disclosed
- Damage to our equipment caused by you
- Payment for services rendered
10. Complaints Procedure
If you’re unhappy with our service:
Step 1: Contact us immediately at office@ambiento.co.uk or (020) 7101 3445
Step 2: We’ll investigate and respond within 5 working days
Step 3: If unresolved, we’ll arrange a site visit to assess the issue
Step 4: If still unresolved, you may pursue alternative dispute resolution or legal action
We’re committed to resolving all issues fairly and quickly.
11. Certifications and Compliance
Gas Safe: All gas work is completed by Gas Safe registered engineers in accordance with Gas Safety (Installation and Use) Regulations.
MCS Certification: Renewable energy installations are MCS certified where applicable.
F-Gas: Refrigerant handling complies with F-Gas regulations.
Building Regulations: We notify building control where required.
Certification Provided: You’ll receive all relevant certificates (Gas Safe, MCS, electrical, etc.) upon completion.
12. Intellectual Property
All designs, specifications, and documentation we create remain our intellectual property unless otherwise agreed in writing.
13. Force Majeure
We’re not liable for delays or failures due to circumstances beyond our reasonable control (extreme weather, pandemics, supply chain issues, etc.).
14. Data Protection
We process your personal data in accordance with our Privacy Policy and GDPR. See our Privacy Policy for full details.
15. Changes to Terms
We may update these Terms of Service. Changes will be posted on our website. Continued use of our services constitutes acceptance of updated terms.
16. Governing Law
These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of English courts.
17. Severability
If any term is found to be unenforceable, the remaining terms remain in full effect.
18. Entire Agreement
These terms, along with any written quote or contract, constitute the entire agreement between us.
Contact
For questions about these terms:
Ambiento LTD 28 Strathdon Drive London SW17 0PW
Email: office@ambiento.co.uk Phone: (020) 7101 3445
Company Registration: 14890876