Please read these terms and conditions carefully as they represent the basis of your agreement between us. These terms define how to provide you with products and services, cancel the contract, what to do if there are an issue and other essential details.
If you have any questions about these terms, please contact us.
In these conditions, Zara Heating will be referred to as 'we' and/or' our', whose registered office is at X. The references customer 'you' refer to the person who has bought a product from 'us'.
We reserve the right, without prior notice, to modify these Terms of Use by updating them on our website, so please ensure you read the latest version.
Please take the time to read these terms before placing your order thoroughly. By submitting an order, you commit to these terms. They represent a legal contract between you and us and can be changed only with our consent.
The quote and order systems are for your personal purposes. You must be at least eighteen (18) years old to place an order on our website. Also, you are not authorized to use this website for your commercial use.
The customer guarantees that the details they sent during the online ordering process are valid and correct. If we notice any discrepancies in the documents you send, we reserve the right to cancel the agreement between you and us and provide you with a full refund.
The contract depends on the availability of the appliance(s), equipment, and other supplies. Wherever possible, we will give you a suitable alternative, subject to your agreement.
Zara Heating is registered and monitored by Gas Safe (Gas Safe registration number 639285). To ensure compliance with Gas Safety Regulations, we may recommend that permanent repairs or improvements are necessary to ensure your appliance or system safety and security. If you do not follow our recommendations, we will likely be unable to fulfil our obligations to you.
Boiler and Components Warranties: We provide manufacturer-backed parts and labour warranty for all gas boilers installed. It ensures that, according to the following terms and conditions, if a defect develops in your boiler during the warranty period following installation, the manufacturer can repair it for free if you have adhered to the manufacturer warranty conditions. (These can be found in your boiler manual or on the manufacturer website.)
We will register the boiler to ensure that the manufacturer guarantees it. According to the boiler manufacturer and model, the manufacturer guarantee can last up to 10 years. The manufacturer warranty is based on the boiler being serviced regularly (every 12 months) by a Gas Safe registered engineer who holds the required qualifications to service the boiler.
Timers and Controllers: While most of our timers and controllers come with a 24-month warranty from the date of installation, some manufacturers can increase or decrease this warranty term; if this is the case, we will indicate this on your order.
Installation Warranty: We provide a 12-month installation warranty for all components installed.
Warranty Claims: You must contact the manufacturer as soon as possible after being aware of the problem or fault, using the contact information specified in the instruction manual. To apply for the boiler warranty, you must plan for an annual safety check and service on your boiler for each year of the relevant warranty term. Annual inspection and repair fees are not included in our contract and may be charged separately.
The above warranty is only available to customers who had their boiler installed by Zara and covers only the new boiler, timer, and controls. It does not cover your existing central heating and plumbing system (including any parts not supplied by Zara) or your home drains.
Customers have 2 options to place an order:
Via our website: They can order products and services online and pay in advance. They also have the option to pay in instalments if they can pass a credit check.
Via our engineer: We may inform customers about the price after you contact our engineers. In this case, you may pay via bank transfer or credit/debit card.
It may be possible for us to request some essential photographs of the existing installation or complete a verbal survey over a phone call.
If a site inspection reveals that the equipment ordered is unsuitable or technically impossible to instal as requested, we will tell you what work is required and what it will cost to rectify the problem. If you do not accept the alternatives proposed or no other options are available, we will provide a full refund.
On the installation day, we will be bringing all materials listed in your order. The customer must have complete control of gas, water, and electrical isolation. If all of these are not appropriate, Zara reserves the right to cancel the installation for your safety. Also, Zara will not be liable for any expenses incurred due to this cancellation, nor will it include any compensation.
Since all pipes are accessible, our engineers will rarely bury them in solid floors or walls. In these cases, exposed pipework can occur. Unless specified in the quote, boxing in of pipework is not included. If we remove boxing, we will make every effort to re-install it with care. Still, we will not be responsible for any further decorating that might be needed due to the removal.
Where necessary, we will drain the existing system, and redundant materials will be disconnected and removed from the place. To protect your furnishings, we will use dustsheets. Following the installation of the new boiler, we will perform a hot flush and machine cleaning.
We will instal the new boiler on the wall, connect the pipes, and the condensing trap to the nearest drain or soakaway. If necessary, we will cut the fanned flue terminal and seal it through the exterior wall. We will make every effort to cause the minimum disruption to the brickwork.
We will check and adjust the boiler and controls, ensuring that the machine is operating correctly. We will ensure that you are pleased with the work in addition to conducting all required safety checks.
We will remove the cold-water storage tank, cylinder, feed and expansion tank if necessary. If we find the existing cold tank contains asbestos cement, we will drain it and remove it only if the loft access is large enough to remove the tank in one piece. Otherwise, we will fill the tank with plastic sheeting and leave it in the loft to comply with local water bye-laws.
If we switch the system from a traditional to a combination system, we will reconnect existing domestic water sources and relocate the cold water down service to the cold mains.
We will discard redundant components as part of the installation process, such as the old boiler, hot water cylinder, storage tank, pipework, and recycled in compliance with the local authority and Government guidelines. While ordering, you should notify Zara Heating if you want to keep any of these materials. Once the installation has begun, we will not be responsible for returning material value for those objects.
In the central heating system, we will perform a mains chemical flush. No order includes a power flush as standard.
All works will be completed by current BS 7671 requirements and, where applicable, will be surface installed.
Pipework and tanks will be insulated in compliance with the specification. However, we cannot be held liable for damage caused by extreme weather conditions.
We will register the boiler, controller, and accessory warranties with the product manufacturer. The specifics and duration will be stated on your order.
We will notify the local council building control department and request a confirmation letter outlining a gas appliance installation be sent to your home address.
Each installation will include a copy of the CP1 gas safety record.
In some cases, a combination boiler system would usually have less hot water than a traditional system. This effect is amplified when two hot sources are used together. We advise that if you have a shower fitted in your home, you contact the manufacturer to ensure that it is compliant with a high-pressure system and will not leak.
In general, we assume existing pipework will be of appropriate sizes and unaffected by blockages, incorrect falls, or leaks and unaffected by sludge or scale build-up; additionally, your property is in good condition and clear of structural problems or faults.
Our primary concern is your safety and their properties. We will use extreme caution to complete the work without causing damage to your house. If we need to make any cuts or holes to suit equipment, we will inform you in advance. We will fill cuts and gaps, but we will not permanently redecorate. If we cause significant damage due to our negligence, we will take appropriate action to fix the damage on a reasonable timeline. Zara has no liability for damage caused by structural defects or weaknesses unless such harm is the product of negligence.
When converting a customer boiler from a traditional boiler to a combination boiler, the prices shown on the website are based on the assumption that the new boiler will be installed in the same location as the existing boiler. Relocations can incur additional costs.
The price we quote excludes the cost of removing any hazardous waste materials, such as asbestos, that we could not reasonably define when we provided you with a quote. You can contact a specialist contractor to remove these dangerous chemicals, or we can plan for their removal at an additional fee. Once asbestos is cleared, you should obtain a ‘site clearance for reoccupation certificate’ from the asbestos removal company before we can start working on your property.
In some cases, the placement of your current boiler 'flue exit hole' could be unsuitable, requiring the drilling of a new hole and the repair and sealing of the existing hole. The customer is responsible for restoring the clear sides of this hole to their pre-existing state. There are no additional charges for installing a new flue hole where the distance between the existing hole and the new hole position is less than one metre; the new hole is in the same wall and exits in the same way existing hole.
Due to advancements in technology and improvements in building regulations system efficiency, the older style "gravity hot water" system is no longer an acceptable heating system configuration, and we are legally required to upgrade to a new "fully pumped" style system. We are unable to compensate for these systems on our website, and as a result, if our technical team detects gravity hot water, an additional charge can be incurred. It will be a separate operating expense and will not change once quoted.
Boiler Filters:
Thermostats: Thermostats are only included with new combi boiler installations. New conventional/regular or system boiler installations will not have a thermostat; current boiler controls will be used in these cases. If this is not appropriate for you, please contact us to discuss; we may provide a thermostat at a fixed additional cost.
Alternative thermostats: If you want us to instal a thermostat that is not specified on our website, you should contact us before placing your booking. Where appropriate, we will try to supply the preferred thermostat; however, Zara Heating reserves the right to charge an extra fee for the delivery and installation of this thermostat.
We will protect all your personal information confidential and only use it to comply with our Privacy Policy. Through accessing and using our website, you commit to such processing and convey and warrant that the data you get is correct.
You will have the right to cancel our contract without providing a reason if you send your cancellation notice to sales@zaraheating.co.uk before/within 14 days of the order being placed. If you want to cancel after we assign an engineer and you are already within the 14-day cancellation period, you will be responsible for the expense of the engineering service as well as all other fair costs involved with the enhanced product delivery planned by Zara Heating.
We may cancel a contract due to circumstances outside our control or insufficient stock. If this occurs, we will promptly inform you.
We reserve the right to cancel any online order if we determine that the work is not possible upon arrival at the property. It is entirely up to Zara Heating discretion. In this case, you, as a customer, will get a complete refund.
COMPLAINTS POLICY
The business always endeavours to provide the best service. However, on rare occasions there may be times where a customer may not be completely satisfied.To ensure the business can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards the business aims to achieve.Please contact the business straight away with any concerns either by phone, email or write to us. If writing, get proof of posting.Business Complaint Procedure
On receipt of your complaint the business aims to respond within 5 days.The business will arrange a convenient date to come and view and/or remedy the situation within 28 days.In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service. Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement. If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.
