Terms and Conditions - Prime Time Boilers
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Terms and Conditions

Welcome to www.primetimeboilers.co.uk. Please find below our terms and conditions.

  • We shall only recognise the person or company to whom our invoice is addressed to as our client, even when such a client is acting on behalf of a third party.
  • Other contractors may not use a quotation from our personal survey for the purpose of quoting, as it is provided for your information only.
  • Should a client require a quotation or letter from Prime Time Boilers for the purpose of civil law or common law at court, we shall charge a non-refundable fee of £250.00 excluding VAT. This shall not apply if the work quoted is thereafter carried out by Prime Time Boilers.
  • Prime Time Boilers is the owner of the entire copyright of a system design.
  • Clients must pay any invoice due to Prime Time Boilers in full no later than 14 days after issue of the invoice.
  • In the event that payment in compliance with the quotation is delayed, Prime Time Boilers may withdraw services and recover damages, or may exercise its statutory right to interest under the Late Payment of Commercial Debts (Interest) Act 1998.
  • We will charge clients an additional, non-refundable fee of £20 (excluding VAT) for each account reminder, duplicate invoice, any other paperwork, phone calls or correspondence involved with the attempt to recover a debt.
  • We may suspend ongoing services if an invoice issued to a client becomes overdue.
  • This agreement is constructed according to and shall be subject to English Law. All concerned parties agree to accept the exclusive direction of the Courts of England.
  • No deviation of terms and conditions set out herein shall be effective unless agreed in writing by both parties.

Finance Terms And Conditions

To enable our customers get access to the heating system they need, we provide a wide range of flexible finance packages. This makes it easy for them to pay for their heating and plumbing solutions by spreading the cost over monthly installments.

  • To make this possible, we work in collaboration with our finance partners (Barclays Partner Finance) to offer our clients the best possible package possible.
  • We provide a zero per cent APR (interest free) finance, Buy Now Pay Later finance and a 9.9% APR finance option on boiler and installation packages.

Boiler Terms And Conditions

  • This agreement shall serve as the entire agreement between Prime Time Boilers and client. No variation of these terms shall be binding on either party except such variation is written and signed by the parties involved.
  • Prime Time Boilers, after due discussions with the client regarding the requirements for the installation of the heating products/systems as detailed in the quotation, may need to carry out a survey to take detailed measurements and specifications. Any contract is subject to the assessor’s findings and report. We reserve the right to decline the work so detailed on the contract if our assessor so advices. Under these circumstances, our liability shall be limited only to the refund of any deposit paid by the client.
  • If there are any changes in the materials and/or specification to those detailed in the schedule of quotation, it will only apply when supported by our amendment forms which must be signed by both parties i.e. client and company.
  • Clients agree that delivery and installation timescales are approximated and shall be considered to start once settlement of all details of the order has been made and we have confirmed receipt of payment of any deposit (where applicable). Clients also agree that such timescales are subject to fires, strikes, lockouts and/or any other causes beyond the control of the company. In the case that we are required to alter the scheduled installation date because of engineer unavailability, clients may not hold us liable to compensate for loss of earnings. We shall make every effort to notify clients of any change to the scheduled installation date at the earliest time possible.
  • At Prime Time Boilers, our normal installation working hours are 8am-6pm Mondays to Fridays. We may however on occasion need to work overtime (and in certain circumstances additional days) to achieve job completion. Although we will endeavour to minimise any inconvenience or disruption, it is a condition of this agreement that your approval of such overtime is granted. We may amend our quotation if you request overtime, unsociable working hours, or any other special arrangements beyond what is contained in the initial quotation. Additional charges will explained at the time and prior to the overtime or unsocial working hours commencing.
  • Client shall grant us access to property at all reasonable times during the time frame for job execution. Client shall also provide our workers with the free use of water, electricity and gas to ensure completion of work.
  • All illustrations in our literature, as well as that of our suppliers are intended as a guide only. We may make modifications to our products and procedures without prior notice to the client.
  • As a client, you shall make payment of the contract balance immediately upon completion of the work to your reasonable satisfaction. If corrective work is necessary, client may hold a maximum of 10 percent of the total value of the due invoice until such work is carried out.
  • We shall charge an interest at 2 percent over Bank base rate on any overdue balance on a 24 hour basis until payment is fully settled.
  • All goods supplied shall remain the property of Prime Time Boiler even though installed, until fully paid for. We reserve the right of re-entry to remove any such goods whether fixed or otherwise, which remain unpaid for. The guarantee on such goods shall become void and null if they are not paid for on the due dates stated and if the above conditions are not strictly observed.
  • In the case that a client entered into a Credit Agreement through one of our chosen finance providers, the terms of their finance agreement will apply as part of this contract. Should the credit agreement be later cancelled, the contract balance will become immediately payable according to the provisions of the 1974 Consumers Credit Act.
  • When a client suspends or cancels an installation job, or there is a lack of instruction or delay on site caused by events beyond the company’s control, we shall charge all extra expenses thereby incurred or losses suffered to the client, along with a reasonable addition for administration and overhead costs.
  • The client has the responsibility of ensuring that any permit, licence, or any other documents necessary for the execution of the work is acquired and that existing property boundaries are defined correctly.
  • We bear no responsibility for any damages to plaster work, flooring, and/or decoration etc., which may occur during the process of boiler installation, except specifically provided for in the schedule(s) in the quotation. We will take care to refill cuts or holes made to allow for equipment but they may not be permanently finished or redecorated. We will reinstall floor boards when necessary but special and/or laminated floors cannot be permanently re-fixed. We will re-lay any carpets which have to be lifted to the best of our ability, but will not be held responsible for carpets which have been nailed or glued down. Clients should expect to expend extra funds on re-decoration, and should note that this is his/her responsibility and is not included in our quoted price.
  • We accept no responsibility for damage attributable to structural defects and/or weakness except such damage results from negligence on our part.
  • While all new central heating systems/upgrades carry a comprehensive 1 year labour warranty from date of installation, we cannot extend such guarantee to any existing components connected to the systems. We will not be held responsible for the failure of any such components or defects existing within any part of the original system e.g. radiators, pumps, pipework, shower taps etc.
  • Because we need all pipes to be easily accessible, we will leave such pipes exposed and will not bury them in solid floors. Unless specifically detailed in the quotation, boxing in of pipe-work is not included. The boxing in can be arranged at an additional cost.
  • The quotation given by Prime Time Boilers does not include existing issues with your gas, heating, plumbing or electrical system which we may come across during the installation. After installation is complete, we will note such issues on the Boiler Audit form, and provide a separate quotation to complete these works.
  • Our quoted price includes the cost for removing all non-dangerous materials, including old boiler and central heating parts we replace.
  • Our quotation does not include the cost for removing any dangerous waste materials (such as asbestos) that we could not rationally identify when we prepared such a quotation. We may arrange for such dangerous materials to be removed at an extra cost, or you may arrange for a specialist contractor to do this by yourself. When you arrange to have asbestos removed, you will be required to produce a “site clearance for reoccupation” certificate before we can recommence work at your property.
  • The contract price quoted is subject to any changes in Value Added Tax.
  • Clients must take note that hot water flow rates may be reduced if more than one tap or outlet is used simultaneously, where combined boilers are supplied. You are not to take this as an installation fault as it is characteristic of most combination boilers.
  • The client has the sole responsibility of ensuring that there is a suitable gas supply and metre on the relevant property. Where they are not available, the client must arrange for gas supply through any suitable pipeline provider. Client shall also arrange for a gas metre with a gas supplier. All expenses under this arrangement shall be borne by the client, except specifically included in the quotation.
  • Should our engineers need to gain access to the property main or garage roof, we shall hold no liability for damage to roof.
  • We will require the client to provide the necessary number of bricks required for making good when stonework, brickwork, or other masonry has to be refitted. We will not provide the bricks for these works unless specifically outlined in the quotation.
  • If our engineer is unable to commission the new boiler on the day of completion due to an existing problem with the system (including valves, controls, electrics and gas), we shall charge a commissioning charge of £100 plus VAT. We will then reschedule for our engineer to revisit the property in order to commission the boiler.
  • Except otherwise stated in the quotation and schedule of works, we will connect onto your home’s existing electrical system. A new fused spur may be required if the boiler location is changed as part of the schedule of works. Please note that unless specifically stated our quotation does not include the installation of a new fused spur. If there is no fused spur present, we will commission the boiler on a temporary supply and the homeowner will subsequently be responsible for the upgrade of the electrical supply to meet current regulations.
  • The client shall install any relevant accessibility parts such as fixed loft ladder, lights, fixed surface/platform, hand rails etc. if the boiler is to be installed in the loft or at another high location.
  • Any latitude, concession, or waiver permitted by the Company at any time shall not prevent the company subsequently exercising such rights.

After Care Terms And Conditions

We offer the terms and conditions below in addition to the guarantee extended from the manufacturer of the boiler in line with our policy.

  • Prime Time Boilers and the manufacturers warranty cover the components of the appliance including the manufacturers’ controls which if proved to be defective or faulty at manufacture, will be repaired or exchanged for free.
  • Warranty for the flue system is in accordance with the manufacturers guarantee.
  • Only a product fitted with a system filter can qualify for Prime Time Boilers and the manufacturers extended guarantee.
  • In order to validate the manufacturers guarantee, we will carry out a chemical flush on your installed boiler after installation. If we obtain evidence that the heating system is having difficulty circulating, has cold spots to the bottom of the radiators and/or there is heavy black sludge while draining down the system, we will perform a power flush at an additional cost.
  • In order to validate our guarantee, the homeowner agrees to use Prime Time Boilers only for the full service obligations of the installed appliance. This entails the appliance being serviced every 12 months by Prime Time Boilers. The homeowner is solely responsible for booking this service with Prime Time Boilers within this timescale.
  • The client agrees that he/she will abide by the terms and conditions set out by Prime Time Boilers and the terms and conditions set out by the manufacturer throughout the life of this agreement.
  • Prime Time Boilers and the manufacturer will not be held responsible for any fault found on the existing heating system that does not form a part of the appliance or any fault ascending from causes other than original manufacturing defects or workmanship.
  • Neither we nor the manufacturer will be held responsible in any way for any damage arising from adverse weather conditions such as rainwater down the flue or frozen condensation outlets.
  • If a homeowner does not keep up with the services at any point during the warranty period, Prime Time Boilers and the manufacturer reserve the right to cancel any extended guarantee.
  • Clients may not transfer the guarantee that Prime Time Boilers offers to a third party.
  • Guarantee shall be made void if client interferes with the heating systems in any way, including draining down the system.
  • Any decisions made by Prime Time Boilers and the manufacturer are final and not subject to change.

Boiler And Component Guarantee

There are two parts to the boiler guarantee:

Parts guarantee: This is a guarantee on external components installed by Prime Time Boilers, provided by the manufacturer and is exclusive of labour.

Labour guarantee: This is a labour guarantee provided by the manufacturer. To maintain the guarantee, a Gas Safe/OFTEC engineer must service the boiler annually for the duration of the warranty.

Service and Maintenance Plan

These additional terms and conditions below are in relation to the optional service and maintenance plan, from date of installation. To qualify for this service and maintenance plan, clients’ boiler must be installed by Prime Time Boilers.

  • To be eligible for the guarantee, the water treatment to the central heating system must comply with the manufacturer’s instructions and Prime Time Boilers recommendations, and a magnetic filter must be installed at installation and cleaned every 12 months.
  • If there is a pay increase in the service, Prime Time Boilers will notify clients at least 30 days before collecting the payment.
  • Clients must note that we carry out boiler servicing between normal working hours. We will not be obliged to carry out a service outside of this period, and will charge an additional cost if we commit to service your boiler out of this time frame. We shall also charge extra for additional consumables.
  • We shall not be held responsible for any delay in the provision of any spare parts by suppliers and thus will make no compensation should this occur. Prime Time Boilers may supply and fit replacement parts and components which are adequate but not the same as defective parts.

Other Terms

These additional terms and conditions below are in relation to the optional service and maintenance plan, from date of installation. To qualify for this service and maintenance plan, clients’ boiler must be installed by Prime Time Boilers.

  • As Gas Safe Registered engineers, we are mandated to connect any gas appliance only to a gas supply that we adjudge safe and sound. To ensure this, we will carry out a gas soundness test before the installation of a new boiler/heating system. If we uncover a defect or a leak within the existing gas pipe work, we might take any of three actions; a) we may condemn the supply; b) we may take steps to make the supply safe as necessary; or c) we may re-pipe the supply prior to the installation work being carried out. As such work is totally unforeseen, we may charge an extra amount to that shown in the quotation.
  • Clients must note that the cold water flow rate presented in the quotation is measured utilising a flow measuring device in litres per minute during the initial visit by our Sales Advisor, and may change depending on the condition and age of the water supply and the time of day the reading is taken.
  • We will try to provide a similar finish whenever possible when brickwork, stonework or other masonry has to made good. We may however be unable to provide a perfect match for the original materials for reasons such as unavailability and effects of weathering over the years.

Notice Of Right To Cancel

You may cancel this contract if you so wish, provided you deliver or send notice to this effect not more than 14 days after you receive this notice.

The notice of cancellation is deemed to be served as soon as it is posted or sent, or in the case of electronic communication from the day it was sent.

You will be required to pay for any goods or services supplied if work on the above contract has begun before the end of the cancellation period.


If you wish to make a complaint to us concerning our performance and/or failure of our obligations under this agreement, you may email us at info@primetimeboilers.co.uk.

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Spread the Cost

With our choice of Flexible Interest Free payment options you can have an A Rated Energy Efficient Boiler from as little as £16 a month†, we also offer a Buy Now Pay Later option meaning you can have your boiler replaced today and pay for it in a years time!

Peace of Mind

Our Boilers come with a 10 year Parts and Labour Warranty direct from the Manufacturer! Meaning you can rest assured that your new Boiler is in safe hands, if you have any problems we are here to help and will be for the lifetime of your boiler.

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What Our Customers Are Saying

John Higginson

Just had a new boiler installed all in one day and I can't fault the work or the people who put it in. I was given a quote and there was no hidden extras and the price was lower than all the others quotes that I received. The team that came to do the work were very polite and cleaned up as they went. Well done Prime Time job well done recommend you to anyone who needs a new boiler 10 out of 10.

John Higginson

Harry Stevens

Big thanks to the engineers at Prime Time Boilers, I know I had a difficult job changing my back boiler from my front room to a new combi boiler in my kitchen but they got it done in 2 days and they did it all very neatly!

Harry Stevens

Jennifer Selwood

Really happy with all of the team from Prime Time Boilers. My boiler was old and didn’t work properly so I had a new boiler installed and paid for it through finance. The guys that came to install were really good and knew what they were doing. So all In all they did a really good job.

Jennifer Selwood

Tina Killick

We had our new boiler installed today by Alex and Rob. Excellent service. Professional, friendly and polite. On a bitterly cold day, they did a wonderful job. In fact the whole Prime Time Boilers service from start to finish, from Alan the surveyor to Georgia and Paul in the office and then to Alex and Rob was extremely friendly and professional and we would highly recommend them. Thank you Prime Time Boilers on a job very well done

Tina Killick 


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To carry out our work we only use experienced and vetted Gas Safe registered engineers to ensure all our work is carried out to the highest possible standard, meaning that the engineer that carries out your installation will be an experienced tradesmen and will be able to carry out an excellent job from start to finish. He will also help with any questions you may have on the day.

Our Gas Safe registered engineers have carried out thousands of boiler installations between them and have a wealth of knowledge suitable for any heating system. Our whole team has the benefit of being able to tap into this wealth of knowledge which can help us provide a better overall service to our customers.

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Freephone: 0800 043 0440
Local: 01992 677 676
Freephone: 0800 043 0440
Choles Yard, North Weald
Essex, CM16 6EG
Freephone: 0800 043 0440
Local: 01992 677 676
Freephone: 0800 043 0440
Choles Yard, North Weald,
Essex, CM16 6EG
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