In the interests of our customers we would ask them to always check and approve the following:

  • Working Times of Labour & Description of Materials are clearly and accurately shown on the Engineers Report/Tablet Device
  • Material collection times have been kept to a minimum.
  • Mobile phone usage has kept to a minimum and has been solely job related.
  • Breaks have not been charged for.
  • Any queries are resolved with the Operative at the time.
  • All work completed by the Company and its Technicians are Chargeable unless agreed in writing

For the purpose of these terms & conditions the following words shall have the following meanings: (a) “The Company” shall mean Shelford Heating Ltd, Unit 20 South Cambridge Business Park, Sawston, Cambridge CB22 3JH registered company no 7616891 (b) “The Customer” shall mean the person or organisation for whom the Company agrees to carry out works &/or supply materials (c) “The Operative or Engineer” shall mean the representative appointed by the Company.

The Company reserves the right to refuse or decline work at its own discretion. Where the Company agrees to carry out works for the Customer those works shall be undertaken by the designated operative of Company at its absolute discretion.

The total charge to the Customer shall consist of the cost of materials supplied by the Company plus a markup (not exceeding the Manufacturers recommended retail price) & the amount of time spent by the operative in carrying out works (including all reasonable time spent in obtaining un-stocked materials) charged in accordance with the Company’s current rates. The Customer shall only be charged for the time spent related to the Customer’s work, all other time, personal mobile calls etc. is non-chargeable. All charges are subject to VAT at the prevailing rate except in cases where the work carried out is zero rated. Our callout charges include up to 60 minutes on site and Service charges are based on and thereafter additional labour charges are based on 15 minute intervals.

Our prices are available by request by contacting [email protected]

Weekend Charges are a premium service and as such increase, This Service provision is subject to availability and will not always be in operation. We will not be offering a Sunday Service.

Bank Holidays the Business will be closed, Our Telephone system will have facility for leaving messages which will be dealt with on the next normal working Day. 

Verbal Quotes shall be given as a budget cost, (errors and omissions exempted) including Labour & Materials, and shall be within 10% over and above the equivalent total hourly rate cost. All costs are plus VAT at the prevailing rate.

Where a written estimate has been supplied to the Customer the total charge to the Customer referred to in the estimate should not exceed the actual time taken by more than 20% but may be revised in the following circumstances:—
(1) If after submission of the estimate the Customer instructs the Company (whether orally or in writing) to carry out additional works not referred to in the estimate.
(2)  If after submission of the estimate there is an increase in the price of materials.
(3)  If after submission of the estimate it is discovered that further works need to be carried out which were not anticipated when the estimate was prepared.
(4)  If after submission of the estimate it is discovered that there was a manifest error when the estimate was prepared.

The Company shall not be under any obligation to provide an estimate to the Customer & shall only be bound (subject as hereinafter) by estimates given in writing to the Customer & signed by a duly authorized representative of the Company. The Company shall not be bound by any estimates given orally by our site staff.

Material Collection – Collection of non-stock items is chargeable but: (a) Time must be kept to a minimum & reasonable. (b) The Customer must be informed wherever possible when the operative leaves the premises. (c) If the collection time is likely to exceed 45 minutes the customer must be additionally informed of the circumstances. (d) Only one engineer is allowed to leave the job to collect parts. (e) The collection of materials which should be normally stocked items is non-chargeable.

Payments – Invoices are due for payment immediately, and in any event no later than 14 days of work completed or date of invoice, whichever is the later.  We Reserve the right to charge interest on overdue monies at a rate of 8% over the Bank of England Base rate (our Contractual rate) after a period of 28 days from the work completed date. We only accept payments on Credit Cards up to the Value of £200.00.

Where the date &/or time for works to be carried out is agreed by the Company with the Customer, then the Company shall use its best Endeavor’s to ensure that the operative shall attend on the date & at the time agreed. However, the Company accepts no liability in respect of the non attendance or late attendance on site of the operative/engineer or for the late or non delivery of materials.

The Customer shall accept sole liability to discharge the Company’s account unless he/she discloses to the Company when initially instructing the Company to carry out work &/or supply materials that he/she is acting on behalf of a third party (including, but not limited to, a Limited Company or Partnership) & receiving a written estimate) the name of the third party appears on the written estimate.

If the Customer cancels their instructions prior to any work being carried out or materials supplied then the Customer shall be liable for any related expenditure together with the profit that would have been made by the Company had the work been carried out &/or materials supplied in accordance with such instructions.

If, after the Company shall have carried out the works, the Customer is not wholly satisfied with the works then the Customer shall give notice in writing within 12 months to the Company & shall afford the Company, and its insurers, the opportunity of both inspecting such works, & carrying out any necessary remedial works if appropriate. The Customer accepts that if he fails to notify the Company as aforesaid then the Company shall not be liable in respect of any defects in the works carried out.

The Guarantee shall be for labour only in respect of faulty workmanship for 12 months from the date of completion with the manufacturer’s warranty in force.
The Guarantee will become null & void if the work/appliance completed/supplied by the Company is:  (a) Subject to misuse or negligence. (b) Repaired, modified or tampered with by anyone other than a Company operative. The Company will accept no liability for, or guarantee materials supplied by the Customer & will accept no liability for any consequential damage or fault.

The company will not guarantee any work in respect of blockages in waste & drainage systems.
The company will not guarantee any work undertaken on instruction from the customer & against the written or verbal advice of the operative/engineer.
Work is guaranteed only in respect of work directly undertaken by the company & payment in full has been made. Any non-related faults arising from recommended work which has not been undertaken by the company will not be guaranteed.
The company shall 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.

These terms & conditions may not be released, discharges, supplemented, interpreted, varied or modified in any manner except by an instrument in writing signed by a duly authorized representative of the Company & by the Customer. Further, these terms & conditions shall prevail over any terms & conditions used by the Customer or contained or set out or referred to in any documentation sent by the Customer to the Company; by entering into a contact with the Company the Customer agrees irrevocably to waive the application of any such terms & conditions.

Title to any goods, supplied by the Company to the Customer shall not pass to the Customer but shall be retained by the Company until payment in full for such goods has been made by the Customer to the Company.

The Company shall not be liable for any delay or for the consequences of any delay in performing any of its obligations if such delay is due to any cause whatsoever beyond its reasonable control & the Company shall be entitled to a reasonable extension of the time for performing such obligations.

The Company shall only be liable for rectifying works completed by the Company & shall not be held responsible for ensuing damage or claims resulting from this or other work overlooked or subsequently requested & not undertaken at that time.

These terms & conditions & all contracts awarded between the Company & Customer shall be governed & construed in accordance with English law & shall be subject to the exclusive jurisdiction of the English law.

Our services are available to all customers during normal working hours Monday to Friday.

We strive to undertake service calls for repairs on the same day if received Before 10am, and with the exception of the 1st call of the day at 8.30am, will be allocated an AM or PM Call only, although indications are given from time to time, these will not be guaranteed.

We reserve the right to isolate and turn off any Fuel supply, as a result of a major concern as to the safe operation of a Heating system Boiler and or associated components, and we will not be held responsible for any costs incurred as a result of doing such.

All boilers prior to service are checked for operation, any faults identified will be recorded and any parts or additional labour time will be charged accordingly, we reserve the right to cancel a service appointment in lieu of a Breakdown on arrival at the property. 

Annual service/inspections of an appliance whether Oil, Gas or LPG Fuelled is considered to be standard practice to ensure the appliance is safe and obtaining best efficiency  to use at that time based on legislation and regulations currently in force, we will always advise you and recommend the best actions to ensure compliance.

Oil is an environmental hazard and in the event of a leak from Oil Storage tanks, Fuel Lines and Filter assemblies call us in the first instance.

We also recommend you notify your House hold Insurance Company.

You must make contact with the Environment Agency if there is a risk of the Oil entering a controlled water source such as Rivers and Drainage systems.

Do not attempt to clean the area with Water. 

Every House holder has a duty to ensure that there Oil supply system is safe; Prosecutions by the Environment Agency can result in failure to maintain your Oil Storage System.

How to pay 

For best results pay by Bank Transfer

Our Bank Account details are as follows;

Sort Code 30-64-79 Account Number 26654060 along with the invoice reference and account number.

By Credit/Debit Card (We only accept Credit Card payments up to the value of £200.00)

Telephone our offices on 01223 833426 between 8:00 a.m. and 5:00 p.m. and have your card details to hand along with the invoice reference for settlement.

By Post/Cheque

Please complete payment return slip and attach your cheque, writing your account number and Invoice Reference on the back, and post to our offices – please make cheques payable to Shelford Heating Ltd.

Payment Notes

  • We are unable to accept cash payments.
  • We reserve the right to charge interest on overdue monies at 8% above Bank of England Base Rate.
  • We only accept Credit Card Payments up to the value of £200.00.
  • All invoices to be settled on receipt, late payment penalties will be applied.
  • Our full terms and conditions of sale are available on request.

Complaints procedure

Please write to the Customer Services Director, Shelford Heating Ltd, Unit 20, South Cambridge Business Park, Babraham Road, Sawston, Cambridge, CB22 3JH with your concern and we will contact you within 5 days confirming receipt and then undertake our investigation and confirm what action is to be taken to resolve any issues, which may require a further site visit.

This does not affect your statutory rights.