Terms and Conditions

Warmflo Heating Ltd is registered in England and Wales under company number 13348959.

 

Warmflo Heating Ltd is also registered, regulated, and monitored by Gas Safe (registration number available on request).
The company’s trademarks and intellectual property are protected and may not be replicated or reproduced.

 

Ordering Process

1. Getting a Quote and Ordering
   The online quote tool provides an estimated price for boiler installation, based on the details you, as the customer, provide about your property and existing heating system. Customers will be offered a selection of products to choose from for replacing their boiler.
   
   If you wish to proceed with the quoted price, you can select an option to contact Warmflo Heating.
   
   Once you contact us, your quote will be passed to the survey team, who will reach out to you to arrange either a physical or video call. This is to confirm the quotation is correct, ensure compliance with legal requirements, and verify that the installation is suitable for your property.
   
   Please note that quotes are only valid for seven days and will be honoured at the time the order is confirmed.
   
   If it is discovered that any of the information you provided was incorrect, the installation will be paused, and we will offer a revised quote based on accurate details. If you choose to proceed with the new quote, payment terms will be agreed, and we will arrange a new installation date, which may not be the same as the original.
   
   If you decide not to proceed, your order will be cancelled, and you will receive a full refund, either through a credit agreement cancellation or a return to the original payment method. In some cases, the third-party finance provider may process the refund.
   Warmflo reserves the right to refuse or cancel any order without prior notice or explanation.
   
   These terms also apply to orders made over the phone, where a Warmflo representative will record the necessary details to process your order.
    

2. Selecting the Right Product
   Warmflo will recommend boilers and accessories based on the information you provide during the online quote tool and video call. The survey team ensure that the boiler and accessories you choose are suitable in terms of size, power, and performance. All necessary details for each product are provided during the quotation process, and any questions should be addressed before you finalize your order.
    

3. Self-Survey Photographs
   After receiving a video quote, you will be asked to upload or email photographs of your existing boiler, the surrounding area, the flue, the internal and external locations, and the condensation termination point (if applicable). If you have a hot water cylinder, photos of it will also be required. These photos should be sent to hello@warmflo.co.uk, including your name and postcode.
   If you cannot provide the necessary photographs, you must notify us immediately by phone or email.
   
   Photographs should be submitted at least 48 hours before your installation date. Failure to do so may result in delays or the cancellation of your order. The images will be securely stored by Warmflo for reference in case of any questions about the installation or aftercare.
   
   It is your responsibility to ensure the photos are relevant and non-offensive; failure to comply could result in legal action.

 

General Terms
When you place an order by email or phone, Warmflo accepts your order, and a contract is established between Warmflo and you, the customer. This contract is subject to our terms and conditions. If you do not agree with these terms, please refrain from accessing or using the website. For any questions or clarifications regarding these terms, please contact us at hello@Warmflo.co.uk or call us at 0800 411 8090.

By placing an order, you confirm that you are the owner of the property specified in the quote or email confirmation, or that you have obtained the necessary permission from the property owner.

The quotation and ordering process is intended for domestic use only.

We reserve the right to amend any part of these Terms and Conditions, so please review the most current version before placing an order.

Any flexibility, allowance, or waiver given by Warmflo does not affect our full rights under the contract and does not prevent us from exercising those rights at any point.

This contract is governed by the laws of England and Wales. If any disputes arise, they will be handled by the courts of England and Wales, or by the courts of Scotland if the property is located in Scotland.

Nothing in this contract alters our legal rights or your statutory rights, which cannot be excluded by law.

 

Communication with Customers
During the process of booking and installing your new boiler, Warmflo will communicate with you through phone calls, emails, and text messages. We may need to contact you with important updates or information related to your installation, and the communication process will be as follows:

• Order confirmation via phone call and/or text message

• Email confirmation of your order

• Request for photo uploads via phone call, email, or text message

• Pre-installation reminder one day before the scheduled installation via phone call, email, or text message

• Follow-up courtesy call after installation

• Request for a review via email

• Relevant documentation (e.g., boiler registration) sent via email

• Service reminders and offers via email or phone

 

Warmflo will share your contact and address details with your assigned installation engineer and any necessary suppliers prior to installation. This information will be used to facilitate communications about arrival times, access, or technical queries. Any information shared will be managed by the engineer and/or suppliers after that point.

 

Respect for Warmflo Employees

We understand that boiler installations can be stressful, but we will not tolerate abusive or threatening behaviour toward our staff. If any member of our team is subjected to such behaviour, we will cancel your order immediately and charge any applicable cancellation fees. In addition to the cancellation fee, a full refund or cancellation of any finance agreement will be provided. Any serious instances of abuse or threats will be reported to the appropriate authorities.

 

Payment Methods
Warmflo offers a fixed pricing system, which is outlined earlier in our terms and conditions. The following payment options are available:

To confirm the installation date, a 50% deposit is required. This payment must be made before we can finalize the installation date.
Payment options include:

• Credit/Debit Card: We accept all major credit and debit cards.

• Bank Transfers: Bank transfer details can be provided upon request via email at hello@warmflo.co.uk.

 

On Completion of the installation the remaining 50% Final invoice needs to be paid within 3 working days. Once the final invoice has been paid Warmflo heating will release the Manufactures Warranty Certificates and Gas Safe Registration Certificate.  

 

Upgrades
Warmflo offers a range of upgrades that customers can add to their standard package. These options can be discussed during the quotation survey stage. Customers should be aware that some upgrades will replace standard products included in their package. For example, if you choose to upgrade to a Nest smart thermostat, the standard free thermostat will be removed from the package. Please note that Warmflo is not responsible for ensuring the required connection strength for full controller functionality within your property. It is the customer’s responsibility to verify the necessary connection strength and supply.
 

• Thermostats/Controls
  If you select a smart thermostat, please note that it requires an existing Wi-Fi and broadband connection to fully utilize its smart features. If you do not have Wi-Fi or broadband, we can still install the product at your request, but some features may be limited. It is the customer’s responsibility to connect the thermostat, download the relevant smartphone app, create an account, and set up the product to access all smart features. If assistance is needed, please contact the product’s manufacturer directly. Customers are also responsible for replacing batteries (if applicable) throughout the life of the product.
   

  • Nest – If you upgrade to the Nest Generation 3 smart thermostat, we will supply and install the thermostat, heat link, and a stand (if required). Please note, we will not install the Nest thermostat onto the wall unless your previous thermostat was hardwired with suitable cabling already in place.

  • Tado – If you choose to upgrade to Tado, we will install the Tado control box on the boiler and mount the thermostat on a suitable wall in your property. The thermostat is battery-powered. Tado also requires an internet bridge connected to your router, which must be powered either by USB (if available) or a three-pin plug (supplied).

  • Hive – The Hive active heating kit will be installed on the boiler, and the thermostat will be mounted on a suitable wall. Hive can also be installed on a stand (not included) and requires an internet hub connected to your router. The thermostat is battery-powered.
     

• Scale Reducers
  Scale reducers are designed to minimise scale build-up in your system. The scale reducers provided by Warmflo use will last between 2-10yrs depending on the volume of water passing through. If you live in an area with hard water (above 200ppm), we strongly recommend using a scale reducer. It is designed to be installed underneath the boiler in a convenient location.
   

• Magna Cleanse
  As part of the standard installation, we include a chemical flush of your system. However, customers can opt for an upgrade to a Warmflo Magna Cleanse Flush for a more intensive clean and improved system efficiency. This flush is performed under normal system pressure without using an external pump. The flush uses a combination of special chemicals, high-powered magnets, and agitation to remove stubborn debris and sludge. Please note, the Magna Cleanse Flush does not resolve blockages in the system. Pipework replacement is required if there are any blockages (which is not included in this service). To carry out the Magna Cleanse, the engineer must have free access to all radiators. If any radiators are inaccessible, they will be excluded from the process, and no partial refunds will be offered. After completing the Magna Cleanse Flush, the engineer may perform a water test and provide a certificate of satisfactory results.
   

• Power Flush
  In some cases, a more thorough cleaning may be needed, such as a Power Flush. This process is similar to the Magna Cleanse but uses a high-powered pump that puts the system under pressure to provide a deeper cleanse. While we will take all reasonable steps to identify any issues in your system before the Power Flush, we cannot be held responsible for any damage caused by the Power Flush to faulty components, poorly made joints, or radiators with pinholes due to internal or external corrosion that could not have been identified before starting the flush.
   

• Central Heating Pump
  If you choose to replace your heating pump, we will supply and install a replacement energy-efficient A-rated pump with new valves (if required). The location of the pump cannot be moved without prior consent. The standard pump size is 15-50/65. If you require a larger pump, please contact our sales team for a bespoke quote.
   

• Zone Valves
  If you select replacement zone valves, these are priced individually and include both supply and installation. The advertised price covers either 2-port or 3-port valves with 22mm connections. For 28mm or 35mm valves, please contact our sales team for a custom quote

 

Cancellations
You have the right to cancel your installation booking up to 5 business days before the scheduled installation date. To cancel, please notify Warmflo as soon as possible either by calling 0800 411 8090 or by emailing hello@Warmflo.co.uk.

Installation
 

1. Our Responsibilities to You
   Warmflo’ s installations are carried out by our own team of qualified engineers. All of our engineers are Gas Safe registered and carry the necessary documentation and insurance for the work.
    

2. Your Responsibilities to Us
   During the installation process, the customer agrees to provide a safe and respectful environment for all workers. If the working conditions are deemed unsafe, rude, or abusive, the installers may leave the site, and it will be up to Warmflo to decide whether to arrange a reattendance and the associated cost. In such cases, no refund will be given if the site is vacated due to safety concerns, abuse, or unprofessional behaviour.
    

3. Permits and Permissions
   It is the customer’s responsibility to secure any necessary permits, licenses, or permissions before the installation begins, such as approval from property owners, building managers, or in the case of listed buildings or conservation areas. The customer must also ensure there is adequate parking for the engineer within 30 meters of the property’s entrance and cover any parking fees or permits required. Additionally, any necessary party wall agreements with neighbouring properties must be arranged before the installation.
    

4. Site Inspection
   On the day of installation, the customer (or their representative) must ensure the isolation of gas, water, and electricity services is managed. If these services cannot be safely isolated, the installation may be delayed or cancelled, and the customer will be refunded. All costs and coordination to repair or re-establish isolation points will be the customer’s responsibility.
   
   Warmflo can only install gas appliances in domestic properties with a domestic gas meter. If the property has a commercial gas meter, the order will be cancelled, and a refund will be issued, minus any costs incurred.
   
   If a physical inspection reveals that specialist equipment or extra work is required, the customer will be informed of any additional charges before the work begins. If the customer chooses not to proceed with the extra work or costs, a full refund will be issued.
    

5. The Installation Process
   Materials will be delivered to the property either by Warmflo’ s suppliers or brought by the installer, depending on availability. Delivery times typically begin at 7:30 a.m., and the customer must ensure the materials are kept in a safe, dry place.
   The existing system will be drained, and any redundant materials will be disconnected and removed. Dust sheets will be used to protect the furniture as needed.
   
   The old boiler will be decommissioned and removed. The new boiler will be installed, and the pipes connected. If the gas supply pipe requires upgrading, this will incur additional charges. The installer will discuss the gas pipe routing before proceeding. If the customer disagrees with the upgrade, the order will be cancelled, and a refund (minus incurred costs) will be provided.
   
   The flue terminal will be cut through the outside wall and sealed, with precautions to minimize disruption to the brickwork. If necessary, a flue guard and protection for eaves/soffits will be fitted.
   
   Once the installation is complete, the system will be filled with water and a minor chemical flush carried out. If the customer has upgraded to a Magna Cleanse or Power Flush, these will replace the standard flush. After the flush, corrosion inhibitor will be added. The chemicals used may differ from those shown in marketing materials but will meet legal standards.
   
   The electrical wiring will comply with BS 7671 standards, and the installer will test the system to ensure it works properly. The installer will also demonstrate how to operate the new boiler and complete the necessary safety checks.
   
   Any redundant materials, such as the old boiler, packaging, or pipework, will be removed as long as it is safe to do so. If materials are located in hard-to-reach areas like lofts, they will be made safe but not removed. If you wish to retain any items, you must inform Warmflo at the time of ordering.

 

General Installation Terms

We assume your property is in good condition and free from structural defects. Warmflo is not responsible for any damage caused by existing issues in the property.

While every effort will be made to protect your property, Warmflo cannot be held liable for damage to plaster, decorations, or flooring. Cuts or holes made for equipment installation will be made good but not re-decorated. Floorboards will be reinstated or replaced where necessary, but special and/or laminated floors cannot be permanently re-fixed. Any carpets lifted during the process will be re-laid as best as possible, but Warmflo is not responsible for carpets that have been glued or nailed down. The customer is responsible for any redecoration needed.

The customer is responsible for ensuring the existing heating and hot water pipework is the correct size and free from blockages. If the pipework needs repair or modification, this will be the customer’s responsibility. If the pipework has sludge or scale that a chemical flush cannot remove, the customer will be offered the option to pay for a Power Flush at an additional cost.

In some cases, the boiler’s flue exit may need a new hole drilled in the wall. The old flue hole will be made good and sealed. The customer will be responsible for re-decorating the hole internally once the installation is complete.

Any decorative coverings (e.g., tiles, boxing, or cupboards) may need to be removed to access essential components. The customer is responsible for replacing or modifying these coverings after the installation.

Warmflo will not be liable for differences in the appearance of materials used in the installation. If specific materials are required, the customer must provide them.

Special finishes, such as render, cladding, or stone, will be made weather-tight but not sympathetically restored. The customer is responsible for any reinstatement.

The company is not liable for compatibility issues between the shower and the new boiler. Any repairs or replacements to the shower are the customer’s responsibility.

If new pipework is required, its installation will be done in a functional and safe manner. Pipework will be surface-mounted and clipped in place, but it will not be buried in walls or floors. Boxing in the pipework will be the customer’s responsibility.

If the boiler is installed in a loft, building control regulations require that the loft be accessible by a fixed ladder and that there is a fixed walkway to the boiler, with a minimum of 1m2 of additional fixed boarding beneath the boiler’s location. The customer is responsible for ensuring the loft meets these standards.

Debris will be removed as part of the installation, but dangerous or hazardous materials, like asbestos, are the customer’s responsibility to safely dispose of, at their own cost. If hazardous materials are discovered during installation, the work will be paused until the situation is resolved.

In some cases, products may not be available as shown on the website and may be substituted with items of equivalent quality.
While Warmflo strives to meet agreed installation timelines, delays may occur due to material shortages, supplier delays, or unforeseen circumstances like illness or severe weather. The customer is not entitled to compensation for delays.

The customer agrees to allow reasonable opportunities for the company to rectify any issues that arise during installation. If remedial work is needed, the original installer will return first, or a different engineer may be sent.

If the flue cannot be accessed using standard equipment, specialist access equipment (such as scaffolding) may be required. The customer will be responsible for paying for or reimbursing Warmflo for these costs. If the customer does not wish to pay, they can cancel the installation and receive a refund.

It is assumed that existing radiators and external components are in good condition. Replacement of these items is not included in the contract.

While Warmflo will clean the installation area, the customer should be aware that dust may settle on surfaces, and additional cleaning may be necessary.

 

Combi Boiler Replacements
In some cases, a combination boiler may provide a lower hot water flow rate compared to a conventional system, especially when two hot water outlets are used simultaneously. If you have a shower, we recommend checking with the manufacturer to ensure compatibility with a high-pressure system and confirm there will be no leaks.

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When reconnecting existing or smart controls to a new boiler, we assume the current controller is in working order, meets regulatory standards, and is compatible with the new system. If the controller needs replacing or if additional parts are required, the Customer is responsible for these costs.

 

Regular/System Replacements
We assume that any external components not included in the quoted price are in good working condition and comply with current regulations. Any costs for replacing components like hot water cylinders, header tanks, pumps, zone valves, and controllers are the Customer’s responsibility unless they are part of an optional upgrade.

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In rare cases, if your hot water is gravity-fed or lacks independent control over heating and hot water, installing a modern boiler will require upgrading other components to meet building control standards. We will provide a quote for these upgrades, or you may cancel the order for a full refund.

 

Converting to a Combi Boiler
When converting to a combi boiler, your central heating, hot water, and any previously tank-fed cold-water pipes will be sealed. The feed and expansion cistern will be removed, and the system’s pressure will be increased above “atmospheric” levels. This higher pressure can sometimes reveal or worsen existing leaks. We will attempt to repair leaks during the installation, and any damage to décor, fixtures, or fittings due to leaks will be the responsibility of the Customer.

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If you’re switching from a back boiler to a combi boiler, the cost of relocating the boiler to a suitable position is included in your quote. The location of the new boiler will be discussed with you by either our quoting team or the engineer on the day. However, in some cases, it may not be possible to install the boiler in the exact requested location. If no agreement can be reached on the installation, you are entitled to cancel your order and request a full refund.

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Please note, if you’re converting from a back boiler, the fire that surrounds it will no longer be functional. You can request its removal and recycling, but once the boiler and fire are removed, the exposed chimney cavity will need to be repaired and redecorated by the Customer.

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Any water storage tanks in the loft that are decommissioned as part of the work will remain in place, safely drained and capped. These tanks may contain debris and sludge, so if disturbed, they could cause damage to floors or furnishings. Warmflo is not liable for any damage caused during installation.

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If you choose to reconnect your existing controls to the new combi boiler, they must be in good working order and compatible with a combi system. Some controllers, such as Hive, may require additional components to work properly with the new boiler, and these components are the Customer’s responsibility to source and pay for.

 

Post-Installation

1. Warranties, Guarantees, and Compliance Documentation
   After the installation, our administration department will notify the local council and Gas Safe about the work completed. Once the final invoice is settled, we will send a confirmation to your address.
   
   We will provide a CP1 gas safety record for every installation, which is available upon request. If you are a landlord and need a CP12 certificate, you can request it when ordering, and it will be issued alongside your CP1 certificate. We cannot issue a CP12 certificate retroactively.
   
   We will register the boiler, controllers, and accessories with the manufacturers. Warranty durations and details will be specified in your quote. Some warranties (excluding the boiler) cover parts only.
   
   Once the boiler and accessories are installed, they are covered by the manufacturer’s warranty. In rare cases, a new product may not work as expected due to shipping damage or manufacturing defects. If a “zero-hour failure” occurs, the manufacturer will be responsible for repairs, and we will coordinate the repair appointment. Warmflo is not liable for replacing faulty products.
   
   For warranty issues, you will need to contact the manufacturer directly. If your product comes with a parts-only warranty, and you are outside the Company’s 12-month workmanship warranty, you must arrange for a third-party engineer to handle the repair at your own cost. Manufacturer contact numbers and warranty details are listed below (correct at the time of preparation but subject to change).

• Boiler & Flue: Warranty specified per product, dependent on the brand

• Worcester Bosch: 0330 123 9559

• Viessmann: 01952 675060

• Alpha: 0344 8718760

• Ideal: 01482 498660

Other warranties include:

• Boiler filter: 10 years (Worcester Bosch)

• ADEY: 01242 546700

• Controllers: 2-year parts-only warranty

• EPH Controls: +353 (0)21 434 6238

• Nest: 0330 123 9339

 

1. 1 Important: Maintaining Your Warranty
   To maintain your warranty, an annual service is required for your boiler. We can assist with this, or any Gas Safe engineer can complete the service.
    

2. 12-Month Workmanship Warranty
   We offer a 12-month workmanship warranty on all installations, covering any products, pipework, or electrical components installed by Warmflo. In some cases, we may direct the manufacturer to handle repairs on-site. If faulty equipment needs refitting, this may cause delays, but we will work to minimize disruption.
   
   The following are excluded from the workmanship warranty:

• Products not installed or supplied by us

• Existing components (e.g., hot water tanks, zone valves, radiators)

• Decorative or cosmetic repairs

• Building fabric issues (e.g., roof, plaster, render)

• Drainage or utility supply issues

• Loss of profits, business, or downtime

• Damage due to misuse, accidents, or third-party interference

• Commercial properties
  
  If we are called to investigate an issue and no fault is found, or the problem is due to customer misuse or third-party interference, a charge will apply:
   

• £85+VAT callout fee

• £55+VAT per hour thereafter

• Parts at trade price + 20% + VAT

 

Unless previously agreed, we will not reimburse customers for third-party labour costs to fix an issue, regardless of fault.