Gas, heating, plumbing and renewable energy installation, servicing and repair.
| Contracting entity | Emberstone Energy Limited |
| Company number | 17169794 |
| VAT number | 518410412 |
| Registered office | 60 Grantham Road, Sleaford, NG34 7NE |
| Trading address | Unit 15/16, Sleaford Business Park, East Road, Sleaford, NG34 7EQ |
| [email protected] | |
| Telephone | 01529 688876 |
1.1 These Terms and Conditions (“Terms”) apply to all services, works and goods supplied by Emberstone Energy Limited (“we”, “us”, “our”). They apply to homeowners, landlords, and commercial or business customers.
1.2 Our energy division carries out gas boiler installations, repairs and servicing; air source heat pump installation and servicing; unvented cylinder installation and servicing; gas fires and gas appliances, including balanced flue and room-sealed appliances; general plumbing and heating work; power flushing and system treatment; landlord gas safety inspections; emergency call-outs and reactive repairs; and, in due course, oil boiler work. Further details of the services we offer are available on request.
1.3 Our latest Terms are published at emberstoneenergy.co.uk/terms. A copy is supplied with every quotation, and the specific version applicable to your contract is identified by its version number and effective date.
1.4 Where a quotation, works order or written agreement we have issued contains terms that differ from these Terms, and that document has been agreed and signed or expressly accepted in writing by you, the terms of that document take priority to the extent of the difference.
1.5 If you are a consumer, you have certain rights that cannot be excluded by contract. Nothing in these Terms seeks to exclude or limit those rights. If any part of these Terms is found to be unenforceable, the rest continues to apply.
2.1 In these Terms:
3.1 A Contract is formed when you accept our Quotation. Acceptance may be given by signing and returning the Quotation, by paying the deposit, or by confirming acceptance in writing (including by email). Your Contract is with Emberstone Energy Limited.
3.2 Emberstone Energy Limited is a subsidiary of Emberstone Group Limited (company number 17159188). Emberstone Group Limited and Emberstone Interiors Limited are not parties to this Contract and bear no liability under it. Our obligations, guarantees and liabilities under this Contract are the responsibility of Emberstone Energy Limited alone.
3.3 We may decline to proceed with a Contract, or may cancel it before Works begin, where a survey or assessment shows that the Works are unsafe, unsuitable, not feasible, or would breach a legal or regulatory requirement. In that case we will explain the reason and refund any deposit or payment you have made, less the cost of any Goods already ordered specifically for your Works and any non-recoverable costs, as set out in clause 9.
3.4 These Terms apply to the exclusion of any terms you seek to impose, unless we agree otherwise in writing.
4.1 Our Quotations are valid for 30 days from the date of issue, unless stated otherwise. Prices may need to be reviewed after that period, for example because of changes in material or fuel costs.
4.2 A Quotation is based on the information available at the time, including any survey carried out, the details you have provided, and the assumptions recorded in the Quotation. The assumptions form part of the Quotation and should be read alongside these Terms.
4.3 Prices include VAT where applicable unless the Quotation states otherwise.
4.4 If a Quotation is expressed as an estimate rather than a fixed price, it represents our best assessment of the likely cost. The final price may vary where the actual Works differ from what was anticipated, subject to clause 8.
5.1 Where we carry out a survey, our assessment is limited to what is reasonably visible and accessible at the time. It does not include an invasive investigation of concealed pipework, flues, voids, wall cavities, floors, ceilings or building fabric, unless we expressly agree otherwise in writing.
5.2 If Works reveal concealed or unforeseen conditions — for example damaged, corroded or non-compliant pipework, inadequate gas supply, unsuitable flue routes, asbestos, structural defects, damp, poor electrical earthing or bonding, or previously installed works that do not meet current standards — we will tell you, explain the implications, and provide a written variation for the additional work required before we proceed.
5.3 We may need to suspend Works while additional work or third-party involvement (such as the gas transporter, a structural engineer, an electrician or a building control body) is arranged. We will keep you informed and agree a revised programme where possible.
6.1 You agree to:
6.2 Where the gas supply, meter, pipework or meter box is the responsibility of the gas transporter or supplier, or where the electrical supply is the responsibility of the distribution network operator, we will assist with reporting faults but you remain responsible for arranging that third-party work.
6.3 If you fail to meet your responsibilities and this causes delay, abortive visits or additional cost, we may charge for our reasonable additional costs, including wasted visits and time. We will tell you before doing so wherever possible.
7.1 A non-refundable deposit of 25% of the Quotation price is payable on acceptance. We will not schedule the Works until the deposit has been received.
7.2 The remaining balance is due in full on completion of the Works, before we vacate the Site. Any staged payment arrangements will be set out in the Quotation or a written payment schedule agreed with you.
7.3 We accept bank transfer, cash, cheque and card. Please use your invoice number as the payment reference. Bank details will only ever be provided on our headed invoice; if you receive alternative bank details from any other source, please contact us before making payment.
7.4 Overdue balances will incur statutory interest at 8% above the Bank of England base rate per annum, from the date payment was due until the date of payment, together with our reasonable costs of recovery. For Business Customers, our right to interest and recovery costs is also provided for by the Late Payment of Commercial Debts (Interest) Act 1998.
7.5 If payment is not made, we may suspend the Works and, where necessary, recover any Goods supplied. Title in Goods remains with us until we have received payment in full (see clause 18).
7.6 If you are a Consumer and we suspend Works because of non-payment, we will give you reasonable notice and an opportunity to pay before taking further steps.
8.1 We do not carry out chargeable additional work without your agreement. Where the scope changes or additional work is required, we will provide a written variation setting out the additional work and cost, and will not proceed until you have accepted it in writing (including by email).
8.2 Where additional work is necessary for safety reasons, or to comply with Gas Safe requirements, manufacturer instructions, Building Regulations or another legal requirement, we may need to act promptly. We will tell you as soon as we reasonably can and explain the reason.
8.3 If you ask us to remove or reduce part of the agreed scope, we will confirm any revised price in writing. We may retain an amount reflecting Goods already ordered and non-recoverable costs.
8.4 Where a variation adds to the Works, the payment terms and deposit arrangements in clause 7 apply to the varied scope unless we agree otherwise in writing.
9.1 You may cancel your Contract within 14 days of accepting the Quotation, unless Goods or materials have already been ordered earlier at your request or with your agreement — for example because of delivery lead times, to secure a scheduled installation date, or because an item is a special order. In that situation you remain liable for the cost of those ordered Goods and for any non-recoverable costs we have reasonably incurred, and we will provide evidence of those costs on request. Any refund due will be made without undue delay and, for Consumers, within 14 days.
9.2 After this 14-day period you may still cancel, but the following applies:
9.3 Where you ask us to postpone or rearrange an agreed date, we will accommodate this where we reasonably can. We may charge for any wasted visit, mobilisation or non-recoverable cost, and you will not be charged more than our actual reasonable loss. We will tell you of any charge before it is applied wherever possible.
9.4 If you are a Consumer and your Contract was agreed off-premises (for example in your home) or at a distance (for example by telephone, email or online), you have a statutory right to cancel within 14 days of the Contract being formed under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Where you ask us to begin Works during that 14-day period, we will ask you to confirm this request in writing. If you then cancel within the 14-day period, you must pay for the proportion of Works already completed and for Goods supplied or ordered at your request, and we will calculate this fairly and explain it to you.
9.5 The statutory cancellation right does not apply to certain bespoke or special-order Goods, and does not apply to Contracts agreed at our premises rather than off-premises or at a distance. These Terms do not reduce your statutory rights where they do apply.
9.6 If you are a Business Customer, the statutory cancellation rights in clauses 9.4 and 9.5 do not apply. The cancellation terms in clauses 9.1 to 9.3 apply, and you remain liable for any loss we reasonably suffer as a result of cancellation, including Goods ordered and non-recoverable costs.
9.7 We may cancel or suspend the Contract where: a survey or assessment shows the Works are unsafe, unsuitable or not feasible; you fail to provide access, information or consents we reasonably require; you fail to pay sums due; or continuing would breach a legal, regulatory or Gas Safe requirement. Where we cancel under this clause for reasons unconnected to your default, we will refund sums you have paid, less the cost of Goods ordered specifically for your Works and non-recoverable costs.
10.1 We will agree a start date and indicative programme with you. Dates are given in good faith but may be affected by weather, supply chain issues, third-party works, illness or other factors beyond our reasonable control. We will keep you informed of any change.
10.2 Our normal working hours are set out in the Quotation. Work outside these hours may be possible by prior agreement and may attract an additional charge.
10.3 You agree to provide safe access, to secure the Site outside working hours, and to ensure a responsible adult is available where access, decisions or sign-off are required.
10.4 Where access cannot be obtained on an agreed date, our reasonable costs of an aborted visit may be charged.
11.1 All gas work is carried out by engineers registered with Gas Safe, holding the competencies required for the specific appliance, flue type and work being undertaken. Balanced flue and room-sealed appliances, gas fires and wall heaters require the relevant specialist competence in addition to core gas qualifications, and we will confirm the applicable qualifications where requested.
11.2 All Works are carried out in accordance with applicable law and regulation, manufacturer instructions, and relevant standards and industry guidance. This includes:
11.3 Where Building Regulations approval, notification, or a completion certificate is required, we will explain who is arranging it and what it covers. Some notifications are handled by the installing engineer or through a competent person scheme; others must be arranged by you.
11.4 Where an installation requires the involvement of the gas transporter, distribution network operator or a specialist third party, we will co-ordinate as far as reasonably possible, but timescales for that third-party work are outside our control.
11.5 We do not undertake work that would be unsafe or non-compliant. If we identify an existing unsafe installation or appliance, we will explain the risk and our obligations. Where a risk of carbon monoxide is identified, we may need to disconnect or isolate the appliance or installation immediately, and we will tell you as soon as we reasonably can.
12.1 On completion of the Works we will commission and test the installation in accordance with manufacturer instructions and applicable regulations.
12.2 We will provide the relevant documentation, which may include a Building Regulations compliance or notification certificate, a gas safety or commissioning record, a Benchmark commissioning checklist, manufacturer warranty registration documents, and instructions on the safe use and maintenance of the installation.
12.3 We will demonstrate the operation of the installation and explain servicing requirements at handover, and will provide written guidance where appropriate.
12.4 We will register manufacturer warranties in your name where the manufacturer allows this and we have the information required to do so. Please keep all certificates and documentation safely, as manufacturers may require them for warranty claims.
13.1 Workmanship guarantee. We guarantee our workmanship for 1 year from the date of completion of the Works. If a defect arises that is caused by our workmanship, we will rectify it in accordance with this clause.
13.2 Manufacturer warranties. This guarantee runs alongside and does not reduce, replace or shorten any warranty provided by the manufacturer of the appliance, parts or materials supplied. Manufacturer warranties are typically longer than our workmanship guarantee — commonly 5 to 12 years on boilers and appliances — and are registered in your name and administered by the manufacturer. Claims under a manufacturer warranty are made to the manufacturer, and their terms and conditions apply.
13.3 Servicing condition. Our workmanship guarantee, and in many cases the manufacturer’s warranty, is conditional on the appliance or system being serviced annually in accordance with the manufacturer’s requirements by a suitably qualified engineer. Failure to keep up the annual service may invalidate the manufacturer’s warranty and may limit our ability to rectify a defect under this guarantee where the lack of servicing has contributed to it. We will remind you when a service is due and can arrange this for you.
13.4 Reporting a claim. Any warranty concern must be reported to us in writing within 30 days of discovery, to [email protected], with a description of the issue and any photographs where helpful. This notification requirement does not limit your statutory rights, and it does not prevent you from raising a concern later where it was not reasonably possible to identify it sooner.
13.5 Remedial work. We are entitled to inspect the issue and to carry out the remedial work ourselves or through a suitably qualified engineer appointed by us. Please do not instruct another contractor to alter or repair the Works before giving us the opportunity to inspect and remedy, as this may affect what we are able to do under this guarantee. This does not affect your statutory rights, including any right to a price reduction or other remedy.
13.6 Response times. We will acknowledge a warranty report promptly and will attend as soon as reasonably practicable. Where a defect presents a safety risk, we will treat it as urgent.
14.1 To the extent permitted by law, our workmanship guarantee does not cover:
14.2 Nothing in this clause excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for defective goods under the Consumer Protection Act 1987, or for anything else that cannot lawfully be excluded. If you are a Consumer, nothing in this clause affects your statutory rights, including your right to goods that are of satisfactory quality, fit for purpose and as described.
15.1 We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot lawfully be excluded or limited.
15.2 Subject to clause 15.1, and where the law permits a limitation:
15.3 Where you are a Consumer, these Terms do not affect your statutory rights, and any limitation applies only to the extent permitted by law. If you are a Consumer and we fail to carry out the Works with reasonable care and skill, you may be entitled to a remedy under the Consumer Rights Act 2015.
15.4 Nothing in these Terms makes us responsible for loss or damage caused by you, by a third party, or by events outside our reasonable control.
16.1 We may engage suitably qualified subcontractors and specialists to carry out part of the Works, including electrical work, specialist flue work, and renewable system commissioning. We remain responsible to you for the Works we have contracted to carry out.
16.2 Where electrical works are carried out, they are carried out and certified in accordance with Part P of the Building Regulations and the requirements of BS 7671, and the relevant certification will be provided.
17.1 We work to current health and safety requirements and carry out risk assessments and method statements for our works.
17.2 Where we suspect the presence of asbestos, or another hazardous material, we will stop work in the affected area and tell you. Work may need to be suspended while specialist testing or removal is arranged, which is at your cost. We will not disturb materials we reasonably suspect contain asbestos.
17.3 Older properties may contain hazardous materials, including asbestos in boards, flues, pipe lagging and textured coatings. Where the age or condition of the property suggests this is a possibility, please tell us before Works begin so we can plan accordingly.
18.1 Risk in Goods passes to you on delivery to the Site. Title in Goods remains with us until we have received payment in full for those Goods.
18.2 If we have supplied Goods to the Site and payment is not made, we may, on reasonable notice, recover Goods that remain unused and in your possession. This does not affect any other rights we have to recover sums due.
18.3 Where you supply your own appliance, parts or materials, we will not be responsible for their quality, suitability, performance or warranty, and any manufacturers’ warranties will be yours to administer. We may decline to install customer-supplied items where they are unsuitable, unsafe or not compliant, or where installing them would affect our ability to guarantee our workmanship. In those circumstances, our workmanship guarantee will not apply to the customer-supplied elements of the installation.
19.1 We maintain public liability, employers’ liability and contract works insurance. Details of our cover are available on request.
19.2 We are not responsible for damage to items, finishes or installations that are defective, poorly secured, or unsuitable for the works being carried out, where that condition could not reasonably have been identified beforehand.
20.1 We process personal information in accordance with UK data protection law. Our privacy notice explains what we collect, how we use it, how long we keep it and your rights, and is available on our website or on request.
20.2 We may photograph or record the Works before, during and after completion. This supports our quality records, warranty and compliance documentation, and may be used for internal training and record keeping. We will not use photographs that identify you or your property in our marketing or on social media without your consent. You can withdraw consent at any time.
20.3 We may use photographs in anonymised form for quality assurance and record keeping without consent, as this does not identify you.
21.1 If you are unhappy with any aspect of our service, please contact us at [email protected] or telephone 01529 688876, and set out what has happened so we can investigate.
21.2 We will acknowledge your complaint promptly and will aim to provide a full written response within 14 days. Where a matter requires investigation or a third party, we will tell you and confirm a revised timescale.
21.3 If a complaint relates to gas work or an appliance and we cannot resolve it between us, you may be able to refer the matter to the relevant industry dispute resolution service, or to the Gas Safe Register where a safety concern is raised. If you are a Consumer, you may also have the right to refer a dispute to a certified alternative dispute resolution provider. We will tell you which routes apply to your complaint.
21.4 Nothing in this clause prevents you from seeking independent advice or taking legal action. Consumers may also contact Citizens Advice or Trading Standards.
22.1 We may suspend the Works where payment is overdue, access is not provided, a safety or compliance issue arises, or we are unable to continue for a reason outside our reasonable control. We will tell you the reason and what is needed to resume.
22.2 We may terminate the Contract where a serious breach is not remedied within a reasonable period after written notice, where we are required to do so by law or regulation, or where Works cannot safely or lawfully continue.
22.3 Termination does not affect sums already due for Works carried out, Goods supplied or ordered, or non-recoverable costs reasonably incurred before termination.
23.1 We are not liable for delay or failure to perform caused by events outside our reasonable control, including severe weather, flooding, strikes, transport disruption, supply shortages, pandemics, or the actions of third parties such as the gas transporter or distribution network operator.
23.2 If such an event continues for a prolonged period, either of us may terminate the Contract by written notice, and we will account to you for sums paid in respect of Works not carried out, less Goods ordered and non-recoverable costs.
24.1 Notices. Written notices may be sent by email to the address you have provided and to [email protected], or by post to the addresses on the Quotation and invoice. Notices are deemed received on the next working day if sent by email, and two working days after posting.
24.2 Entire agreement. The Contract consists of the Quotation, any agreed variations, and these Terms. It replaces any previous discussions or representations, except that nothing in this clause limits liability for fraudulent misrepresentation.
24.3 Intellectual property. Any drawings, specifications, system designs, calculations or documents we prepare remain our intellectual property and are provided for the purposes of the Contract. They may not be reproduced, shared with a third party or used to obtain alternative quotations without our written consent.
24.4 Severability. If any provision of these Terms is found to be invalid or unenforceable, that provision will be removed and the remaining provisions will continue in full force.
24.5 Waiver. If we do not enforce a provision on one occasion, this does not mean we waive our right to enforce it later.
24.6 Third party rights. Only you and we have rights under the Contract. We exclude the application of the Contracts (Rights of Third Parties) Act 1999 to the fullest extent permitted by law. This does not affect the rights of any third party that exist independently of that Act.
24.7 Assignment. You may not transfer your rights or obligations under the Contract without our written consent. We may assign our rights, including to a group company or a successor, provided this does not adversely affect your rights.
24.8 Governing law and jurisdiction. These Terms and the Contract are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction. If you are a Consumer resident in Scotland or Northern Ireland, you may also bring proceedings in your local courts.
25.1 These Terms are version 1.0, effective from 1 October 2026. We may update them from time to time for future contracts. We will not change the Terms applicable to a Contract already agreed with you without your agreement, except where a change is required by law or regulation.
25.2 The applicable version for your Contract is the version provided with your Quotation and confirmed on your documentation.
Important. This document is provided for information and is drafted to reflect the way Emberstone Energy Limited operates. It is not legal advice. We recommend that these Terms are reviewed by a qualified solicitor before publication, particularly the provisions on cancellation, guarantees and liability, so that they are appropriate to our business and consistent with consumer law.
Nothing in these Terms affects your statutory rights.
