Terms & Conditions

Please read these terms carefully before placing an order with us. They explain who we are, how we supply our products and services, and your rights and responsibilities.

Last updated: 12 April 2026

These terms apply to the sale and installation of boilers and related services supplied by us to consumers.

By placing an order, you agree to these terms and conditions.

1. About us and how to contact us

1.1 We are Boiler Beavers Ltd, a company registered in England and Wales. Our company registration number is 16414022 and our registered office is at The Mills, 49 Canal St, Derby DE1 2RJ.

1.2 Any regulatory or registration details that apply to a particular product or service will be provided to you separately where relevant.

1.3 You can contact us by phone on 07795435284 or by email at hello@boilerbeavers.com.

1.4 If we need to contact you, we may do so by telephone, text message, or email using the details you gave us when ordering.

1.5 Where these terms refer to communication “in writing”, this includes email.

1.6 Where installations are carried out by an approved installer, subcontractor or partner acting for us, we will remain your main point of contact unless we tell you otherwise.

1.7 Unless expressly agreed otherwise, these terms create a distance contract between you and Boiler Beavers LTD.

2. Our contract with you

2.1 If you would like to buy a boiler and/or installation services from us, you can request a quotation through our website or by contacting us directly. We will prepare a quotation based on the information you provide about your current heating system, property and requirements.

If you decide to go ahead, you must complete our checkout or order confirmation process. A legally binding contract is formed only when we send you written confirmation accepting your order.

2.2 By placing an order, you confirm that:

2.2.1 You are at least 18 years old.

2.2.2 You either own the property where the installation will take place, or you have the owner’s permission to proceed.

2.2.3 All information you provide to us about the property, existing heating setup and any relevant circumstances is accurate, complete and truthful.

2.2.4 You understand that our quoted price is based on the assumption that the existing structure, pipework, gas supply, water supply, electrical system, connected appliances, fittings and other relevant parts of the property are in satisfactory condition and safe working order.

You also understand that external access required for installation must be safely achievable using ladders of up to approximately 7 metres. If safe access requires scaffolding or specialist access equipment, this is not included in the fixed price unless we have expressly said so.

If work is required in a loft, the loft must have safe access, suitable boarding, and adequate lighting. Additional safety measures may also be needed depending on the circumstances.

If, when attending site or during the installation, we discover issues that were not disclosed or could not reasonably have been identified in advance, additional charges may apply under clause 5.

2.2.5 You acknowledge that the new installation will connect into your existing gas, water and electrical systems, and we are not responsible for faults within those pre-existing systems unless caused by our negligence.

2.2.6 You understand that our service is an installation service, not a decorating service. Although we will take reasonable care, some making good or redecoration may be required after the work and this is not included unless specifically stated.

2.2.7 We do not promise or guarantee any particular level of energy bill savings.

2.3 We may decline an order. If we do, we will let you know in writing and refund anything paid for products or services not supplied. Reasons might include stock shortages, supplier issues, safety concerns, pricing errors, lack of availability, or other circumstances that mean we cannot reasonably fulfil the order.

We will not be liable for compensation if we choose not to accept an order.

2.4 When we accept your order, we will confirm:

2.4.1 Your order number; and

2.4.2 The main details of what you are buying and the total price.

2.5 If any information you gave us changes before installation takes place, you must tell us as soon as possible. We may then need to review the quote, installation timing, or whether we can still proceed.

2.6 Our website and services are intended for customers in the United Kingdom. We do not normally accept orders for properties outside the UK.

3. Products

3.1 Product images on our website, in brochures, adverts or on social media are for guidance only. Actual products and visible installation finishes may differ slightly from those shown. Unless specifically included in your quotation, exposed pipework, boxing-in and cosmetic finishing are not included.

3.2 We do not generally supply boilers that require twin-flue arrangements. If your current appliance uses this type of flue arrangement, or if the flue route is unusual, you should speak to us before ordering.

3.3 We cannot guarantee compatibility between a replacement boiler and your existing shower system. It is your responsibility to check suitability where this matters to you.

3.4 If you buy an advanced system flush as an extra, we will carry this out with reasonable care, but we cannot promise a specific outcome because performance depends on the age and condition of the existing system. The attending engineer will decide whether radiator agitation is appropriate or safe on the day.

4. Changes requested by you

4.1 If you want to change the product or service after ordering, contact us as soon as possible. We will let you know whether the change can be made and whether it affects price, scope, timing or any other part of the contract. If you do not wish to proceed on the revised basis, you may be able to end the contract under clause 11.

5. Changes we may make and property assessment

5.1 We may make minor changes to products or installation methods where needed:

5.1.1 To comply with law, regulation or safety requirements; or

5.1.2 To make minor technical improvements that do not materially reduce the performance of the product or service.

5.2 We may inspect or assess the property before or on the installation date to confirm that the information you provided is correct and that the installation can be carried out safely and practically.

If we discover that the installation cannot proceed as planned using the equipment, access or assumptions originally relied upon, we will explain the issue and discuss the options with you. This may include postponement, a revised quote or cancellation.

We are not responsible for your time off work, loss of earnings, childcare costs or similar losses resulting from a delay or aborted visit.

5.2.1 For record-keeping, quality control, compliance and training purposes, our engineers may take photographs of the installation area and completed works. If you do not want internal photographs taken, you should tell the engineer at the start of the visit.

5.3 We may revise the quotation if, after assessing the property or during installation, it becomes clear that:

5.3.1 Additional access or installation equipment is needed;

5.3.2 The flue length needed exceeds one metre;

5.3.3 Suspected asbestos-containing materials are present;

5.3.4 The gas supply is unsafe or defective;

5.3.5 The work required is significantly more complex than could reasonably have been anticipated from the information you supplied; or

5.3.6 Extra components or upgrades are required to comply with regulations, including but not limited to pumps, controllers, cylinders, valves, tanks or extended gas runs.

If the revised quotation is not acceptable to you, you may cancel before the revised work proceeds. We may make a reasonable deduction for work already carried out or costs already incurred where the issue arose because the original information given to us was incomplete or inaccurate.

5.4 If asbestos or suspected asbestos is found, we may pause or cancel the installation until it has been professionally removed and appropriate evidence of clearance has been provided.

5.5 Where necessary, we may carry out gas soundness testing. If the existing gas pipework is unsafe, we may have to isolate it, make it safe or replace sections before continuing.

5.6 We may ask you to confirm any agreed changes in writing before proceeding.

5.7 Our quotation is based on your survey answers, photos and other information. If that information proves to be wrong or incomplete, we may change the price or cancel the booking.

5.8 We may ask for further photos or information before installation. If you do not provide accurate information, delays, price changes or cancellation may follow.

6. Supplying the products and services

6.1 During the booking process, we will usually offer available installation dates. We will try to accommodate your preferred date, but dates cannot be guaranteed due to stock, staffing, logistics, safety requirements or supplier issues.

We will usually confirm arrangements in advance by phone, message or email.

6.2 Unless we tell you otherwise, our installation team will usually aim to arrive between 8:00am and 9:30am. Arrival times are estimates only.

6.3 Delivery is usually included in the quoted price unless stated otherwise. Additional visits caused by incomplete or inaccurate information from you may be charged.

6.4 We depend on third-party manufacturers and suppliers. If there is a delay outside our control, we will let you know and take reasonable steps to reduce disruption. We are not liable for delays caused by such events, although if the delay is substantial you may be entitled to cancel and receive a refund for goods not supplied.

6.5 In the rare event that newly fitted equipment is faulty due to a manufacturing or transit issue, the manufacturer may need to attend under warranty. We will assist in coordinating this as far as reasonably possible.

6.6 Any installation date we give is an estimate and may be changed where necessary.

7. Installation

7.1 You must provide access to the property at the agreed time. If we cannot gain access and there is no good reason, we may charge for wasted time, abortive attendance and any additional visit.

7.2 Where necessary, we will drain the existing system before installation. Redundant visible materials removed during the course of the works may be taken away unless agreed otherwise.

7.3 If the gas supply or pipework is found to be defective, additional work may be needed before installation can continue. This may be charged separately.

7.4 We will normally try to route the condensate internally where practical. If that is not possible, it may be routed externally in accordance with current standards. If special arrangements such as pumps or soakaways are needed and were not disclosed in advance, extra charges may apply.

Where included, we may chemically flush the system and add inhibitor. This does not include a power flush unless specifically stated.

7.5 Where relevant, we may remove tanks or cylinders if they can be removed safely and practically. If asbestos-containing material is suspected, special restrictions will apply.

7.6 If the system is being converted, we will use the most practical pipework route available on the day. New pipework may remain visible. Older systems placed under mains pressure may reveal weaknesses in existing pipework, and we are not responsible for failures in old pipework unless caused by our negligence.

7.7 We will test the boiler and controls, carry out relevant safety checks, and where possible explain basic operation before leaving.

7.8 We will connect the boiler and controls to the existing electrical system as reasonably required. If other electrical works are needed beyond the agreed scope, you will be responsible for those costs. If we need to return because this was not disclosed in advance, an extra charge may apply.

7.9 We will usually register the manufacturer warranty after installation within a reasonable period. Manufacturer warranties are provided by the manufacturer, not by us.

7.10 We will provide installation-related documents and manuals where applicable, either on the day or shortly afterwards.

7.11 Responsibility for the products passes to you once they have been delivered and installed at your property.

7.12 Ownership of the products does not pass to you until we have received full payment. If payment is not made, you agree that we may seek to recover the products, subject to the law.

7.13 If installation cannot proceed because of unsafe conditions, missing access, incorrect details, or your absence, we may reschedule and charge a failed appointment fee.

7.14 Our quoted installation price covers only the standard scope listed in your quotation. Additional work required due to site conditions or compliance requirements may cost extra.

8. Incomplete installations

8.1 If the installation cannot be completed on the planned date, we will leave the work area reasonably tidy and contact you to arrange completion.

8.2 If the delay or return visit is caused by faults in your existing system or by undisclosed information, we may charge for further attendance or remedial work.

9. Engineers and installers

9.1 Any engineer carrying out gas work on our behalf will hold the appropriate Gas Safe registration and relevant insurance.

9.2 If you ask an engineer to do extra work outside your order, and they agree, that work will be under a separate arrangement and not part of your contract with us unless we confirm otherwise in writing.

9.3 We may use approved subcontractors or installation partners.

10. Your responsibilities

10.1 You agree that you will:

10.1.1 Ensure that someone aged 18 or over who can make decisions is present on the installation date;

10.1.2 Tell us in advance about anything that may affect access, including parking restrictions, long carrying distances, steep stairs or other practical limitations;

10.1.3 Provide accurate photos of your existing heating setup where requested;

10.1.4 Clear the work areas and access routes before we arrive;

10.1.5 Give us safe and reasonable access around the property;

10.1.6 Allow equipment to be left at your risk in a secure location if reasonably necessary; and

10.1.7 Comply with any other reasonable requests connected with the installation.

10.1.8 Tell us about any pumps or other connected components already present on the system. We are not responsible for damage involving equipment we did not install and were not told about beforehand.

10.2 You are responsible for the accuracy of the information you provide. We will not be liable for losses caused by relying on incorrect, incomplete or misleading information from you.

11. Your right to end the contract

11.1 You may end the contract at any time, but the amount refunded and any charges that apply will depend on the circumstances.

11.1.1 If the goods are faulty or not as described, you may have legal remedies including repair, replacement, price reduction or refund.

11.1.2 If you want to cancel because of something we have done or said we will do, see clause 11.2.

11.1.3 If you have changed your mind, see clause 11.3.

11.1.4 If none of the above applies and we are not at fault, clause 11.5 applies.

11.2 You may cancel immediately if:

11.2.1 We tell you about a significant change to the product or these terms that you do not accept;

11.2.2 We tell you that extra installation work is required and you do not wish to continue;

11.2.3 We tell you there has been a material pricing or description error;

11.2.4 There is likely to be a substantial delay outside our control; or

11.2.5 You otherwise have a legal right to end the contract because we have done something wrong.

11.3 Where the law gives you a cooling-off period for online or distance sales, you may cancel within 14 days from the date we confirm acceptance of your order.

11.4 If you asked us to start work during that 14-day period and then cancel, you must pay for work carried out up to cancellation.

11.5 If you cancel when we are not at fault and there is no statutory right to change your mind, we may deduct reasonable costs and losses from any refund.

12. How to cancel

12.1 To cancel, contact us on 07795435284 or email hello@boilerbeavers.com. Please include your name, address, order details and contact information.

12.2 If cancellation takes place after installation, you must allow us access where required to remove and collect the products.

12.3 We will pay the cost of collection if the goods are faulty, misdescribed, or you are cancelling because of a qualifying issue caused by us.

12.4 In other cases, you are responsible for the direct cost of uninstallation and collection.

12.5 Refunds will normally be made using the original payment method.

12.6 If installation services have already begun during the cancellation period, we may deduct a reasonable amount for work done and any loss in product value.

12.7 Refunds will be made within the time required by law.

12.8 If we remove installed products, we may not be able to reinstate your previous system.

12.9 If you asked us to begin work during the cancellation period and then cancel, you agree to pay reasonable costs already incurred, including scheduling and administration costs where lawful.

13. Our right to end the contract

13.1 We may cancel the contract if:

13.1.1 You fail to pay on time and do not do so after reminder;

13.1.2 You do not allow access within a reasonable time;

13.1.3 Safe access is not available;

13.1.4 You gave incorrect or incomplete information that prevents us completing the work;

13.1.5 You behave unreasonably or obstructively;

13.1.6 Suspected asbestos is present and you do not arrange proper removal;

13.1.7 It is otherwise unsafe to continue; or

13.1.8 We are unable to supply the products or services.

13.2 If we cancel in these circumstances, we may deduct reasonable costs and losses from any refund.

14. Problems with the product or service

14.1 If you have any complaint or think there is a problem, please contact us.

14.2 We are legally required to supply goods and services that conform to the contract. Nothing in these terms removes your legal rights.

14.3 If you want to exercise rights in relation to installed goods, you must allow us reasonable access to inspect or remove them where appropriate.

14.4 We will not reimburse third-party repair or labour costs unless we agreed in writing beforehand.

15. Price and payment

15.1 The price payable is the price shown on your quotation or order page, including VAT where applicable, subject to any permitted adjustment under these terms.

15.2 If extra work is required after property assessment, we may revise the quotation and tell you. If you do not accept the revised amount, you may cancel.

15.3 If VAT changes between your order and supply date, we may adjust the VAT amount unless you already paid in full.

15.4 If there is an obvious pricing mistake, we may correct it, contact you for instructions, or cancel the order.

15.5 We accept major debit and credit cards and other methods shown at checkout. Full payment, or another agreed payment arrangement, may be required before products are ordered or installation is booked.

15.6 If payment is late, we may charge interest at 3% above the Bank of England base rate, accruing daily, where lawful.

15.7 If you cancel after payment has been processed, we may deduct any non-refundable card or payment processing fees actually charged to us, but only where lawful.

15.8 If a chargeback or payment dispute is raised after booking or after work has started, we may seek to recover reasonable related costs.

16. Finance

16.1 If you enter into a separate finance agreement with a lender, that agreement is between you and the lender.

16.2 If the installation price changes, your finance arrangement may need to be amended or reapplied for.

16.3 Any finance offering is subject to lender terms, checks and eligibility. Missed payments may affect your credit rating.

17. Warranty

17.1 Many of the products we install come with a manufacturer-backed warranty. To keep that warranty valid, annual servicing and maintenance may be required in line with the manufacturer’s rules.

17.2 You are responsible for arranging servicing and keeping service records.

17.3 Accessories and ancillary items may have separate warranty periods depending on the manufacturer.

17.4 Our installation workmanship is typically covered for 12 months, unless we state otherwise in writing.

17.5 Warranty claims will not apply where faults arise because of:

17.5.1 Incorrect use, lack of servicing or poor maintenance;

17.5.2 Intentional damage or vandalism;

17.5.3 Events outside our or the manufacturer’s control; or

17.5.4 Problems arising from the existing system, including water flow or pressure issues.

17.6 Consumable items and short-life accessories are excluded unless expressly covered.

17.7 Unless included in your order, we do not inspect every part of the existing heating system. Existing system failures remain your responsibility unless caused by our negligence.

17.8 If we attend and no covered fault is found, or the issue is outside warranty, we may charge a call-out fee.

18. Liability

18.1 If we breach these terms or fail to use reasonable care and skill, we are responsible for foreseeable loss or damage caused by that breach.

18.2 We are not responsible for failures in existing pipework, fittings, valves, radiators or appliances already connected to the system unless caused by our negligence.

18.3 Nothing in these terms excludes liability where the law does not allow it to be excluded, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or breach of your statutory rights.

18.4 Existing parts of your system should already be in sound working order. We are not responsible for faults or damage resulting from pre-existing defects unless we have been negligent.

18.5 We supply our products and services for domestic and private use only. We are not liable for business losses, loss of profit, loss of opportunity or similar commercial losses.

18.6 We will take reasonable care when carrying out the work, but we are not responsible for unavoidable cosmetic disturbance to plaster, décor, flooring, cupboards, worktops or similar finishes unless caused by negligence. Basic making good may be carried out, but permanent decorative finishing is not included.

18.7 We will relay floorboards and carpets as reasonably as possible, but some finishes may not be capable of being restored exactly. Pipework may remain visible, and further redecoration may be needed at your expense.

18.8 It is your responsibility to ensure the chosen boiler is suitable for the intended space. Appliance dimensions may not include clearances, brackets, flues, valves or service access. If the space is unsuitable, extra work or alternative arrangements may be chargeable.

18.9 To the extent permitted by law, our total liability under the contract will not exceed the total amount you paid for the installation.

19. Personal information

19.1 We will handle your personal information in line with our Privacy Policy.

20. Health and safety / infectious illness

20.1 We may need to postpone an installation if our staff or contractors are ill, self-isolating, or unable to attend for health and safety reasons.

20.2 If this happens, we will try to rearrange as soon as reasonably possible. We are not liable for costs you incur as a result of the change.

20.3 You must tell us about any health or safety concerns at the property that may affect attendance.

20.4 We may refuse to attend if doing so would expose staff or contractors to an unreasonable risk.

21. Other important terms

21.1 We may transfer our rights and obligations under the contract to another organisation, provided this does not reduce your legal rights.

21.2 You may only transfer your rights or obligations if we agree in writing.

21.3 The contract is between you and us only.

21.4 If any part of these terms is found unenforceable, the rest will continue to apply.

21.5 If we delay enforcing a right, that does not mean we have given it up.

21.6 These terms are governed by English law. Consumers in Scotland or Northern Ireland may also use their local courts where applicable.

21.7 Where appropriate, disputes may also be addressed through alternative dispute resolution.

21.8 Any referral or recommendation promotion is subject to its own conditions and may be changed or withdrawn.

21.9 Unless we clearly state otherwise, offers and discounts cannot be combined.

21.10 Free gifts and promotional extras are subject to availability. If unavailable, we may provide a substitute. No cash alternative will be offered unless required by law.

21.11 Any price match policy applies only to genuine like-for-like quotes from UK VAT-registered competitors and may be refused or withdrawn at our discretion.

21.12 If we offer a “pay later” option, payment must still be made by the deadline we set before installation unless agreed otherwise in writing.

21.13 Only one discount code may be used per order unless we tell you otherwise.

22. Promotions

22.1 Any promotional offer, voucher, free item, smart control, bundle or similar incentive is subject to stock, availability and withdrawal without notice.

22.2 Where a promotion includes a voucher or free product, it may be sent separately after installation is completed.

23. Scaffolding

23.1 Unless otherwise stated, quotations remain valid for three months. If the scope of the work changes, we may revise the quoted amount.

23.2 You must not alter or interfere with any scaffolding without our written permission.

23.3 Unless agreed otherwise, you are responsible for any permits, licences or permissions needed before scaffolding or related work begins. Safe access must be available throughout.

23.4 The ground where scaffolding is erected must be stable, level and capable of supporting it safely.

23.5 Unless expressly stated otherwise, scaffolding quotations exclude VAT.

23.6 We do not accept liability for loss of satellite signal, damage to soft landscaping, or cosmetic making good of anchor points or ties used for scaffolding.

23.7 Scaffolding may be supplied and erected by a trusted third-party subcontractor.

23.8 Where scaffolding is installed on or over roofs, we will take reasonable care, but we are not liable for incidental tile breakage or similar damage unless caused by negligence.