MHL Ltd

Terms &

 Conditions

What these terms and conditions cover:

These are the terms and conditions if we supply products to you, whether these are goods or services.

Why you should read and keep these terms:

These terms explain who we are, how we will provide products or services, how you and we may change or end the contract, what to do if there is a problem, and other important information. You should read them carefully and print/keep a copy for your records.

Information about who we are, these terms, and how to contact us:

We are MHL Ltd, a company registered in England and Wales. Our company registration number is 8781197. Within these terms and conditions, we may also refer to MHL Ltd with the words ‘MHL’ ‘we’, ‘us’, ‘ourselves’, or ‘our’. We may also refer to you as ‘yourself’, ‘your’, or ‘client’. Our registered office is The Old Post Office, 19 Banbury Road, Kidlington, OX5 1AQ. Our VAT number is 207 8632 04. Our trading address is Suite 2, G-CON Tower, Emmervale Court, Midland Road, Cirencester GL7 1PZ.  Our main business focus is (but is not limited to) the supply of gas, heating and air conditioning maintenance services.

We only sell or provide services in the UK. Our website is solely for promoting our products and services in the UK. Unfortunately, we do not accept orders from addresses outside the UK.

How we may use your personal information:

We will only use your personal information and data for marketing purposes with your consent, as set out in our Privacy Policy.

How to contact us:

You can contact us by telephoning our customer service team at 01285 407123 or by writing to us at our trading address, Suite 2, G-CON Tower, Emmervale Court, Midland Road, Cirencester GL7 1PZ or by emailing us at info@mhlservices.co.uk.

How we may contact you:

If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you have provided, this includes email when we use the words “writing” or “written” in these terms.

Use of subcontractors:

We reserve the right to use subcontractors to complete any type of work at your premises (on our behalf). The subcontractor will have their own Gas Safe registration number, which will be different from our Gas Safe registration number. Unless you specifically request the visiting engineer’s Gas Safe registration details, we may not inform you of their Gas Safe registration number or ID card license number. When we are installing a gas appliance at your property it may be notified to the local authority under a subcontractor’s Gas Safe registration number and not our Gas Safe registration number.

Our contract with you:

How we will accept your order:

Our acceptance of your order will occur when you either accept our quotation, pay our invoice, or confirm your booking in writing, at which point a contract will exist between you and us. If you have booked and paid through our website, we may not be able to accept your order; in this instance, any contract between you and us will be cancelled/void, and we will refund you the full amount you have paid.

Your order number:

We will assign a job reference number to your order and tell you what it is when we confirm your order via email. 

Products may vary slightly from their images/pictures:

Product images on our website, quotes, or marketing material are for illustrative purposes only. Your product or service may vary from those images. 

Workmanship guarantee:

We will guarantee our workmanship, including materials, labour, and parts, for 30 days from when the work was completed and/or parts were installed. If an issue occurs (within the 30-day period) directly related to labour, parts, or materials supplied by ourselves, we will not charge you the cost of the remedial works to resolve the issue. However, if we have provided specific advice and you do not follow that advice, this guarantee will not be in effect and void. If the information provided by you concerning a guarantee claim is not sufficient or correct and, therefore, we cannot carry out the remedial works, this guarantee will not be in effect and will be void. In certain circumstances, installed equipment may come with a manufacturer’s warranty, which may be longer than our 30-day guarantee. In this instance, we may ask you to contact the manufacturer to organise a claim. MHL Ltd have no association or connection with separate manufacturer guarantees/warranties. MHL Ltd are not responsible for any work carried out by a third party. Within the 30-day guarantee period, only MHL Ltd and an equipment manufacturer can work on the installed equipment. If you engage the services of a third party, your 30-day guarantee will no longer be in effect and will be void. We will not be liable for any costs incurred in using a third party, either within the 30-day guarantee period or beyond it.

Boilers and Heaters:

If we install a boiler or heater, we may inform you that it comes with a guarantee (or warranty). However, the guarantee or warranty will be null and void if you have not had the boiler or heater serviced annually (as a minimum).  For the guarantee or warranty to remain valid,  servicing must be completed by a suitably qualified/registered engineer. We may ask you to provide evidence that the correct frequency of servicing has been completed in accordance with these terms.

Lowest quote guarantee

We may provide a quotation stating that we provide a lowest quote guarantee (or similar). This guarantee will only be valid if you provide proof of a lower received quotation with the same specification as the one we provided. The specification comparison includes goods, services, and the time frame in which the goods or services can be provided.

Your right to make changes:

If you wish to change the product or service you have ordered, you must inform us 48 hours before delivery/arrival. We will let you know if your requested change is possible/accepted and let you know about any changes to the price, product, or timing. We will then ask you to confirm whether you wish to proceed. Order changes within 48 hours of delivery/arrival will not be accepted.

Our right to make changes:

We may make changes to the product or service from your order at any time to reflect changes in relevant laws and regulatory requirements and to implement minor technical adjustments and improvements. In addition, we may make more significant changes to a service or product, including a product or service mentioned on a quotation supplied by ourselves. In this instance, we may not inform you of the change and may not provide you with a refund.

Changes to a guarantee/warranty term:

Due to complications of the supply or installation of a product, it may not be possible to provide the full term of a manufacturer’s guarantee or warranty, even if the guarantee or warranty period has been quoted by ourselves. Additionally, if difficult installation conditions alter our ability to provide the guarantee/warranty period mentioned in our correspondence or quote, you will not be compensated for this, and your guarantee or warranty term may be significantly reduced. 

Your right to end the contract:

If you wish to cancel your contract with us, you must inform us more than 48 hours before the delivery or arrival of your product or service, or you will be unable to cancel. Your right to end the contract will depend on what you have ordered, whether there is anything wrong with it, or if there are special conditions noted on your quote, invoice, or any correspondence with ourselves. For instance, if we have informed you that a service/product is non-refundable (for any reason), you can not cancel your contract with us at any time and must pay our invoice in full. If you have just changed your mind about the product, you may be able to get a refund, but this may be subject to deductions, and you may have to pay the costs of returning goods. You can not cancel your order within 48 hours of product/service arrival, meaning you will not receive a refund.

How to end the contract with us:

To end the contract with us, please inform us by phone or email more than 48 hours before the delivery of goods or services. Otherwise, your request to cancel the contract will not be accepted, and you will have to pay your invoice in full. 

Returning products after ending the contract:

If you wish to end the contract after products have already been dispatched by ourselves, or you have received them, and we accept the termination of the contract, you must return them to us within 14 days. You must either return the goods to us at Suite2, G-CON Tower, Emmervale Court, Midland Road, Cirencester GL7 1PZ or (if they are not suitable for posting) inform us so we can arrange collection. We will charge you for collection/postal costs.

Our rights to end the contract:

We may end a contract for a product or service at any time by calling or writing to you if:

The job is different in any way from the description provided by yourself.

There are health and safety concerns.

There are unforeseen problems that mean completing the job will result in unforeseen extra costs to ourselves.

There are issues with vehicle parking that mean completion of the job will result in unforeseen extra costs to ourselves.

There are technical issues that mean completion of the job will result in unforeseen extra costs to ourselves.

You do not pay your invoice when it is due.

You do not provide us with any requested information necessary to provide the products or services.

You do not, for any reason, provide us with the ability to deliver the products to you.

You do not allow us access to your premises to supply the services.

If your job is cancelled by ourselves (for any reason), we will not provide you with any compensation.

If there is a problem with the product or service, or you have a complaint:

Please write to us with all the information about your complaint. Please make sure you include your full address and postcode. Please also attach any pictures or other relevant information.

Email: info@mhlservices.co.uk

Postal address: MHL Ltd Customer Support, Suite 2, G-CON Tower, Emmervale Court, Cirencester, GL7 1PZ

If you would prefer to call, our Customer Service team are available on 01285 407123.

We will thoroughly investigate your complaint and reply in writing as soon as possible. Your patience is appreciated while we investigate.

Price and payment terms:

Where to find the price for the product or service:

The price of the product or service will be indicated in correspondence from us, including on a quotation, invoice, website page, email, or verbally provided when you place an order or enquire about pricing.

When and how you must pay:

We accept payment with most credit and debit card providers; we also accept payment by bank transfer. We do not accept payment by cash or cheque unless we have pre-agreed this option in writing.

You must pay the total amount of our invoice within 30 days of the invoice date, even if the associated work has not been completed. We will email or post our invoice using the address provided on the initial enquiry unless you request us to send it to a different address. We do not accept late payments because our invoice went into an email junk folder or was lost in the post.

In certain circumstances, we may ask for a deposit before a job begins, which could be for any percentage of the job total. In this instance, the deposit amount must be paid in full before the associated work commences. If we do not receive full payment of the deposit amount before the work begins, we reserve the right to cancel the job without notice, and we will not provide any form of compensation. We may not inform you on a quotation (or correspondence) that a deposit is required. We reserve the right to ask for a deposit at any point before a job begins.

If you are a business and do not pay our invoice, we may charge interest on the overdue amount. The interest rate will be ‘statutory interest’, calculated as 8%  plus the Bank of England base rate for business-to-business transactions. It shall accrue daily 30 days after the invoice date and until full payment of the overdue amount, whether before or after judgment. You must pay us the interest together with any unpaid amount.

We reserve the right to withhold a safety certificate, service record, job report, warranty confirmation, local authority sign-off certificate, or any other documentation until full payment has been received.

Our responsibility for loss (including financial) or damage suffered by you:

Loss or damage to your property:

If we provide services or install products at your property, we may agree to compensate you for loss or damage to your property caused by us. However, we will not be liable for (or compensate you for) damage to walls, carpets, flooring, tiling, boxing, worktops, cupboards, or any other decorative item damaged or disturbed through our installation process. Also, we will not be liable for supplying or installing protective coverings for floors, carpets, or furniture. It is your own responsibility to protect these items, and we will not compensate you for damage to unprotected floors, carpets, furniture, or any other item.

Following the installation of a combi boiler, system boiler, unvented hot water cylinder, or when connecting any low-pressure heating/hot water system to a high-pressure heating/hot water system:

Under certain circumstances, when converting from low to high pressure, equipment such as showers or shower pumps may no longer be suitable and need disconnecting. In this instance, we will not be liable for replacing/installing a new shower. It is also possible you may get leaks in heating equipment such as radiators or pipes laid within solid floors. In this instance, we will not be liable for repairing or replacing this equipment and may be unable to provide this service.

In certain circumstances, when installing a mains pressure hot water cylinder, the water main (internally and/or externally) may require upgrading in size. In this instance, we will not be liable for the upgrade and may be unable to provide this service.

Following a boiler flue installation:

Following installing a boiler flue, there may be a hole in the exterior wall where your previous boiler flue was positioned. Our installers will make good this hole to a level that satisfies gas safety regulations and basic weathering requirements. However, this hole will not be made good to a professional building standard, and the brick/stonework will not match your existing wall. Therefore, you may require a builder to provide a professional finish, and we will not be liable for this cost.

When Powerflushing your heating system:

When power flushing a heating system, leaks can occur on the radiators, pipework, or boiler. We will not be responsible for extra labour/material costs associated with repairing these leaks and may be unable to provide a repair. We cannot guarantee that a power flush will solve your heating issues successfully. In addition, further work may be required, including the possibility of a new boiler/heating system in this instance. we will not be responsible for the associated extra labour/material costs.

Following the draining down of your heating or hot water system:

In certain circumstances, it may be necessary to drain down your heating or hot water system to complete the agreed installation or maintenance task. In this instance, damage can be caused to all or part of your heating or hot water system. After draining and refilling, part (or all) of your heating/hot water system may no longer work. In this instance, we will not be liable for any extra costs associated with repairing (including power flushing) or replacing all (or part) of your heating or hot water system. You may require a replacement of your entire heating or hot water system, and we will not be liable for any costs associated with this and may not be able to provide this service.

When working in buildings with specialist flooring:

When working in buildings with specialist flooring, we will not be responsible for damage caused directly or indirectly by ourselves (to the flooring). This includes (but is not limited to) gyms, sports halls, film/photography studios, laboratories, dance studios, and arenas. In addition, we will not be liable for any labour or material costs incurred in the repair or replacement (part or all) of the floor covering or floor base.

When a job takes longer than the estimated/presumed time and overruns:

Job completion times provided by ourselves are estimated times only. The job may take much longer than estimated and therefore overrun. In this instance, we will not be liable for any costs incurred by the homeowner, business, or tenant concerning this outcome. If emergency measures are instigated by yourself, such as a homeowner, tenant, or resident being placed in emergency accommodation, we will not be liable for any costs incurred and will not pay compensation of any kind.

When essential services are not reinstated:

Due to job overruns, labour/material supply issues, or health and safety concerns, essential services such as hot or cold water, heating, gas, or electrics may not be reinstated following work carried out by ourselves. In this instance, we will not be liable for any costs incurred by the homeowner, business, or tenant in relation to this outcome. In addition, if emergency measures are instigated by a client, such as a homeowner, resident, or tenant being placed in emergency accommodation, we will not be liable for any costs incurred. We will not pay compensation of any kind.

When leaks or damage occurs on equipment not installed by ourselves:

We will not be responsible for damage to pipework or equipment not installed by ourselves. When we are installing or maintaining equipment, it is possible that disturbance could cause damage (such as a leak) to existing pipework, fittings, or equipment. We will not be liable for any repair/replacement costs incurred in this instance. We will also not be liable for any damage caused to your property.

When your gas meter is undersized:

In some instances, the gas meter at your property may be undersized for the output of the gas appliance we have quoted for or installed. In this instance, you may require a gas meter with a larger output. However, we are unable to supply or install this. We will not be liable for any costs you may incur in installing a larger output gas meter and will not compensate you in any way for this outcome. It is your own responsibility to make sure the gas meter at your property has a large enough output for the gas appliances we have quoted for. We will provide information on the output of gas appliances on your quote.

When installing a magnetic filter:

When we provide a quotation for a replacement boiler, we may include (or provide an option for) a magnetic filter. The filter may extend the boiler manufacturer’s warranty period. If you accept our boiler quotation and the filter element within it, there is a possibility the filter will not be able to be installed (due to adverse site conditions). In this instance, we will refund you the cost of the filter only. The manufacturer’s warranty period may be reduced if the filter cannot be installed. In this instance, we will not compensate you for the reduced warranty period or provide any further financial compensation.

When specifying heating/hot water appliances:

We may recommend, specify, or quote to install heating/hot water equipment such as a boiler, water heater, or air heater. In this instance, the appliance specification will be based on our estimated opinion only, we will not have performed an energy/heat loss survey. If the recommended equipment underperforms or the output is deemed inadequate, we will not be liable for any costs incurred in replacing/upgrading the equipment. We highly recommend you engage the services of an energy-loss specialist and have a full, professional survey conducted before accepting a quotation from ourselves.

Business Care:

Business Care is the term we use to describe our commercial boiler/heating maintenance cover product. Business Care includes an annual servicing/inspection visit at your business premises for the equipment listed in the provided Business Care quotation. 

Contract details/cover period:

By accepting our Business Care quotation, you will enter into a contract with us; there is no separate contract to sign. Initially, the contract/cover period begins from the moment you accept our Business Care quotation to the date of (but not including) the second servicing visit. After this initial period, the cover lasts 12 months, starting on the next service visit date and lasting for 12 months until (but not including) the following service visit date. We will email a renewal reminder 30 days before each service visit is due, reminding you to book your next service visit and renew Business Care for a further 12 months. If you contact us and request to continue with Business Care for a further 12 months, we will provide a quotation; if you do not accept the quotation, we will not renew your Business Care, and the cover will end on (but not including) the next service visit due date. 

Call-Outs:

The cost of call-outs is not included in our annual charge for Business Care; they are charged separately on a pay-as-you-go basis. Our current call-out charge is £150 (ex VAT) each, which includes up to 1 hour labour. We reserve the right to increase our call-out charge at any time. If our engineer has left the job site and you contact us for one or more further call-outs at the same site (even on the same day), each call-out will be charged separately at the full amount. We reserve the right to increase our call-out charge at any time. We aim to attend to call-outs within four hours of receiving a request. However, this is not guaranteed. In addition, we may be unable to attend to a call-out at all, and in this instance, we will not refund you the Business Care cost (in part or whole) or provide any form of compensation. Outside normal office hours, our 24/7 call-out service may be automated; therefore, you may be unable to speak to a real person. We reserve the right to respond to messages or emails at our next normal opening time. Our normal office opening hours are Mon-Fri 8 am-5 pm.

Spare Parts:

Spare parts and materials are not included in the Business Care cost. They are charged separately on a ‘pay-as-you-go’ basis. If spare parts are required, we usually provide a quotation before installing them. However, under certain circumstances, it will not be possible for us to provide a quotation, for instance, in an emergency ‘out-of-hours’ call-out situation. In this instance, we will continue to install the required parts (with no financial limit) without authorisation from you, and you will still be required to pay for the parts in full.

Labour:

Labour charges are not included in the Business Care cost. They are charged separately on a pay-as-you-go basis. Our current labour charge is £65 (ex VAT) per hour, which is charged following the initial call-out charge (which includes the first hour of labour). If extra labour is required (beyond the initial call-out hour), we will normally provide a quotation before we proceed. However, under certain circumstances, it will not be possible for us to provide a quotation, for instance, in an emergency ‘out-of-hours’ call-out situation. In this instance, we will continue to work the required extra hours to complete the task (with no financial limit) without authorisation from you, and you will still be required to pay for the additional labour charges in full. We reserve the right to increase our hourly rate at any time.

Discounted Rates:

Business Care clients receive a discounted labour rate. This discount applies to reduced ‘out-of-hours’ call-out and hourly rates, whereas if you are a Business Carel client, you will pay the same call-out and hourly rate charge regardless of the time of day. This differs from non-Business Care clients who pay a premium call-out/hourly rate outside of normal office hours.

Plant Room/Heating System Checks/Inspections:

A heating system or plant room check/inspection is a visual check of the equipment associated with the appliance(s) we are servicing and only within the room where the appliances are located. It does not include other areas of the building, such as radiators situated in offices.

Service and safety certificate reminders:

We may remind you via email when an appliance service or safety certificate is due. However, the suggested due date may not be accurate. It will be your own responsibility to check if the date is correct. If you make a booking based on a due date provided by ourselves, and it transpires the date was incorrect, we will not compensate you in any way.

Boiler/water heater installation:

When installing a boiler or water heater, we will connect it to the existing heating/hot water system, flue, and controls (unless otherwise stated/specified). If the existing equipment is found to be faulty, unsuitable, unsafe, or not to current standards, further parts and labour may be required to complete the installation. This extra work will be above and beyond what is included in the quotation we supplied; therefore, you may be charged additional costs to complete the installation. In some instances, we may complete essential extra work without your authorisation, and in this instance, you will still be required to pay for the additional work in full.

Gas safety certificates/inspections:

Unless otherwise stated, the gas safety certificate/inspection element of a quote/invoice is defined as a safety check of a gas appliance only. It does not include an inspection of the gas pipework between the gas meter and appliances or a tightness test of the gas supply pipework. If the gas appliance (or associated equipment) is faulty or unsafe, we reserve the right to spend the inspection time diagnosing fault(s) or making it safe. In this instance, a safety certificate may not be provided, and you will still be charged for the full cost of the visit.

When servicing equipment:

When servicing any equipment, including boilers, water heaters, and heaters, we will complete a basic service only (not a full strip-down service), which may differ from the manufacturer’s recommendations. When carrying out a basic service, if a heating/hot water system is connected to the equipment, we will not check the quality of the water or if the correct type/dosage of chemicals is present (if relevant). In addition, we will not clean filters, line strainers, or dirt separators. Therefore, we will not be liable for any damage caused to serviced equipment if the system water includes (but is not limited to) sludge, dirt, scale, rust, bacteria, or poor chemical composition. While carrying out a basic service, if a more in-depth level of service is required (such as a full strip-down service), this will be charged/quoted at an additional cost,

Service/inspection reminders:

We may email you when your appliance service or safety certificate is due. However, you are responsible for contacting us to book an appointment. MHL Ltd will not be liable for any service or gas safety certificate that has not been completed within the manufacturer’s recommended time frame.

When an appliance is found to be faulty when carrying out a service or gas safety inspection:

If, when carrying out a service or gas safety inspection, a boiler/heater is found to be faulty or unsafe, we reserve the right to spend the service/inspection time diagnosing the fault or making it safe. In this instance, you will be charged for the service/inspection time (for the associated appliance), and a further chargeable visit may be required to complete the service/inspection.

Air Conditioning Maintenance:

When we maintain or install an air conditioning system, MHL reserves the right not to be registered with an industry governing body such as REFCOM. 

Heat Pump Maintenance:

When maintaining a heat pump, MHL reserves the right to provide an engineer who is not F-Gas qualified or a member of an industry governing body such as REFCOM. In this instance, the engineer will not maintain any heat pump components related to refrigerant gasses.

Waste materials:

We will only remove waste materials from your premises if waste removal is mentioned explicitly on your quote/invoice. We will only remove waste materials directly associated with work carried out by ourselves. We may ask you to dispose of all (or some) of the waste materials yourself.

Waste materials removed by ourselves will be responsibly disposed of under the Environmental Protection Act 1990