These Terms & Conditions apply to all work carried out by SAFEXE LTD Gas, Plumbing & Heat Pumps.
By accepting a quotation, estimate, booking an appointment, or instructing us to proceed with work, the customer confirms agreement with these Terms & Conditions.
Acceptance of a quotation confirms agreement with our Terms & Conditions of Service.
Company Information
SAFEXE LTD Gas, Plumbing & Heat Pumps
Exmouth, Devon
01395 489981
07850 260101
info@safexe.co.uk
www.safexe.co.uk
Quotations & Estimates
Written quotations are valid for 30 days unless otherwise stated.
Estimates are provided as a guide based on the information available at the time and may change if additional work becomes necessary once work has commenced.
Where unforeseen circumstances arise during the course of the work, including but not limited to hidden pipework defects, structural issues, system contamination, or previously non-compliant installations, SAFEXE LTD reserves the right to revise the quotation accordingly. Any additional work will be discussed with the customer before proceeding where reasonably possible.
Quotations are based on visible conditions and information available at the time. SAFEXE LTD cannot be held responsible for conditions hidden within walls, floors, ceilings, or underground.
Deposits
Deposits may be required for larger works including boiler installations, heat pump installations, air conditioning installations, bathroom installations, heating system upgrades, or other large projects.
Deposits secure installation dates and cover the purchase of materials and equipment.
Deposits may be non-refundable once materials have been ordered or project scheduling has been confirmed.
Payment Terms
Payment is due immediately upon receipt of invoice unless otherwise agreed in writing.
Invoices are typically issued upon completion of work or completion of agreed stages of a project.
Failure to make payment when due may result in suspension of work and may incur statutory interest and recovery costs under the Late Payment of Commercial Debts (Interest) Act 1998.
SAFEXE LTD reserves the right to recover any reasonable costs associated with the recovery of overdue payments.
Ownership of Materials
All materials, equipment, and goods supplied remain the property of SAFEXE LTD until paid for in full.
SAFEXE LTD reserves the right to remove supplied equipment or materials if payment is not made in accordance with the agreed payment terms.
Customer Supplied Materials
Where the customer chooses to supply materials, fixtures, or equipment, SAFEXE LTD accepts no responsibility for their suitability, compatibility, performance, or warranty.
Additional labour charges may apply if issues arise during installation due to incorrect or unsuitable materials supplied by the customer.
No labour warranty applies to installations where the primary equipment has been supplied by the customer.
Waste Removal & Disposal
Waste removal is not included in quotations unless specifically stated.
Waste materials can be removed from site for an additional charge.
Waste removal is carried out through licensed third-party waste carriers and disposal costs will be passed on to the customer where applicable.
Scrap metal removed during works including copper, brass, steel, or other recyclable materials remains the property of SAFEXE LTD unless otherwise agreed.
In some circumstances we may arrange free collection of scrap metal through recycling partners.
Access & Working Conditions
Customers must provide safe and reasonable access to the property and work areas.
Work may be delayed or postponed if access is unavailable, work areas are not cleared, utilities are unavailable, or unsafe working conditions exist.
Aborted visits due to lack of access may be chargeable.
Delays Caused by Other Trades
SAFEXE LTD cannot be held responsible for delays caused by other contractors or trades.
Additional visits required due to delays caused by others may be chargeable.
Parking & Access Costs
Parking charges, permits, congestion charges, or similar costs incurred while attending a job may be added to the final invoice.
Damage to Decorations & Finishes
Plumbing and heating work often requires access behind walls, floors, ceilings, or units.
While reasonable care will be taken, SAFEXE LTD cannot be held responsible for unavoidable damage to decorative finishes required to access pipework or system components.
Making good such finishes including plastering, tiling, decorating, flooring, or joinery is not included unless specifically agreed.
Existing Systems & Pipework
Many plumbing and heating systems contain hidden pipework and components which cannot be fully inspected prior to work commencing.
SAFEXE LTD cannot be held responsible for faults arising from existing pipework condition, system contamination or sludge, hidden leaks, previous poor workmanship, electrical faults outside our control, or system design limitations.
Where such issues arise during work additional remedial work may be required and will be discussed before proceeding.
Heating Systems & Water Quality
Heating systems that are opened or modified may reveal contamination, corrosion, or failing components.
System cleaning, chemical treatment, or flushing may be recommended to protect new equipment.
Failure to carry out recommended system cleaning may affect system performance and manufacturer warranties.
Power Flushing Terms
Power flushing is carried out to improve circulation and remove sludge, debris, and contamination from heating systems.
While every care is taken when performing a power flush, older systems may contain weak pipework, radiators, valves, or components that may fail once circulation is restored or debris is removed.
By authorising a power flush the customer acknowledges that existing weaknesses within the system may become apparent during or after the flushing process.
SAFEXE LTD cannot be held responsible for failures of existing components that occur as a result of restoring proper circulation within the heating system.
Any repairs or replacement parts required as a result of issues discovered during flushing will be discussed with the customer and charged accordingly.
Power flushing does not guarantee complete removal of all contamination within a heating system and does not guarantee future system reliability.
Boilers, Heat Pumps & Air Conditioning
The performance of heating and cooling systems depends on property insulation levels, heat loss characteristics, emitter sizing, system design, and customer usage.
Design calculations and performance estimates are provided in good faith but actual performance may vary depending on property conditions and operation.
Government grants such as the Boiler Upgrade Scheme are subject to eligibility requirements and cannot be guaranteed.
Labour Warranty
Labour carried out by SAFEXE LTD is guaranteed for 12 months from the date of installation unless otherwise stated.
The warranty covers workmanship only and excludes manufacturer defects, misuse, accidental damage, contamination, or third-party interference.
The warranty becomes void if the installation has been altered or serviced by another party without agreement.
Manufacturer Warranties
Equipment supplied by SAFEXE LTD is covered by the manufacturer’s warranty.
Manufacturer warranties are subject to the manufacturer’s own terms and may require regular servicing.
SAFEXE LTD cannot be held responsible for manufacturer warranty claim decisions.
Care Plan Terms
SAFEXE LTD may offer service or maintenance care plans for boilers or heating systems.
Care plans are maintenance agreements designed to provide regular servicing and priority attendance but do not constitute insurance.
Care plans do not cover the cost of parts, major repairs, system upgrades, or replacement appliances unless specifically stated in the plan documentation.
Care plans may include annual servicing and priority call-outs depending on the level of cover chosen.
Missed appointments or failure to provide access may result in services being rescheduled.
Care plans are non-transferable unless agreed in writing.
SAFEXE LTD reserves the right to cancel a care plan where a system is deemed unsafe, beyond economical repair, or repeatedly poorly maintained.
Care plan prices may be reviewed periodically and customers will be notified in advance of any changes.
Cancellation of a care plan by the customer may require a minimum notice period depending on the agreement.
Liability
SAFEXE LTD carries public liability insurance.
Liability for any claim relating to work carried out shall be limited to the value of the work undertaken.
SAFEXE LTD shall not be liable for indirect or consequential losses including loss of earnings, inconvenience, or property defects outside our control.
Force Majeure
SAFEXE LTD shall not be held responsible for delays caused by circumstances outside our reasonable control including severe weather, illness, supply chain disruption, equipment shortages, or other unforeseen events.
Service Area
SAFEXE LTD Gas, Plumbing & Heat Pumps operates across Exmouth, Exeter, Budleigh Salterton, Sidmouth, Ottery St Mary, Honiton, and surrounding areas of East Devon.
Services include boiler installation, heat pump installation, air conditioning installation, plumbing services, heating system upgrades, and bathroom installations.
System Condition & Water Quality Responsibility
Modern boilers, heat pumps, and heating components require clean system water and suitable system design to operate correctly.
Where new equipment is installed onto an existing heating system, SAFEXE LTD cannot guarantee the condition of existing pipework, radiators, valves, or system components that were not replaced as part of the installation.
While reasonable measures may be taken to clean or treat the system, including flushing and the addition of corrosion inhibitors, existing contamination or system debris may continue to circulate after installation.
The customer acknowledges that existing systems may contain sludge, magnetite, corrosion, scale, or other contaminants that cannot always be completely removed.
SAFEXE LTD shall not be held responsible for faults, blockages, component failures, or reduced performance caused by pre-existing contamination within the heating system.
Where SAFEXE LTD recommends additional remedial work such as power flushing, chemical cleaning, radiator replacement, magnetic filtration, system upgrades, or pipework modifications, the customer accepts that declining such recommendations may affect system performance and manufacturer warranties.
Any manufacturer warranty provided with new equipment remains subject to the manufacturer’s own conditions, including requirements relating to system cleanliness, water quality, and system design.
SAFEXE LTD cannot accept liability for manufacturer warranty claims that are rejected due to pre-existing system conditions or failure to carry out recommended remedial works.
Unforeseen Structural or Installation Issues
Many plumbing and heating works require access to concealed areas of a property including floors, walls, ceilings, service voids, and underground pipework.
While reasonable inspection may be carried out prior to works commencing, it is not always possible to identify hidden defects or non-compliant installations until work begins.
SAFEXE LTD cannot be held responsible for previously hidden issues including but not limited to:
Rotten or damaged flooring or joists
Incorrect or unsafe electrical installations
Non-compliant gas or plumbing installations
Buried or inaccessible pipework
Structural defects
Leaks or pipe failures within concealed areas
Asbestos or hazardous materials
Where such issues are discovered during the course of work, SAFEXE LTD reserves the right to pause work and inform the customer.
Additional works required to rectify these issues will be discussed with the customer and may incur additional labour and material costs.
Any specialist works required, including structural repairs, electrical works, asbestos removal, or building works, may need to be carried out by appropriately qualified contractors before plumbing or heating works can continue.
SAFEXE LTD shall not be liable for delays or additional costs resulting from the discovery of such unforeseen conditions.
System Performance & Heating Expectations
Heating and cooling system performance depends on several factors including property insulation levels, heat loss characteristics, emitter sizing, system design, and how the system is operated.
Where new boilers, heat pumps, or heating upgrades are installed onto existing systems, SAFEXE LTD cannot guarantee that the existing system will perform to a specific temperature or comfort level without additional upgrades.
Heat output from radiators, underfloor heating, or other emitters is dependent on correct system design and property heat loss calculations.
Where customers choose not to proceed with recommended upgrades such as radiator replacements, insulation improvements, system balancing, or pipework alterations, the customer acknowledges that system performance may be reduced.
SAFEXE LTD shall not be held responsible for dissatisfaction with heating performance where recommended improvements have not been carried out.
Commissioning & Handover
Upon completion of installation works, systems will be commissioned and tested in accordance with industry standards and manufacturer instructions where applicable.
The customer will be shown the basic operation of the system including thermostats, programmers, and controls where reasonably possible.
Once commissioning has been completed and the system handed over, responsibility for correct operation of the controls and day-to-day operation of the system transfers to the customer.
Instruction manuals and documentation should be retained by the customer for future reference.
Servicing & Maintenance Requirements
Many heating and cooling appliances require regular servicing to maintain efficiency, reliability, and manufacturer warranty compliance.
Boilers, heat pumps, air conditioning systems, and other mechanical equipment should be serviced annually unless otherwise stated by the manufacturer.
Failure to carry out recommended servicing may invalidate manufacturer warranties.
SAFEXE LTD cannot accept liability for equipment failures resulting from lack of servicing or maintenance.
Call-Backs & Return Visits
If a customer requests a return visit for an issue related to recently completed work, SAFEXE LTD will assess whether the issue relates to the original work carried out.
Where a fault is found to be unrelated to the original work, the visit may be chargeable in accordance with the company’s standard labour rates.
Return visits may also be chargeable where issues arise due to existing system faults, user operation, power supply issues, or unrelated component failures.
Customer Responsibilities
The customer agrees to:
Provide safe and reasonable access to the property and working areas
Ensure pets and children are kept away from working areas
Ensure utilities such as water, electricity, and gas are available where required
Inform SAFEXE LTD of any known system faults or previous issues prior to work commencing
Ensure adequate parking arrangements where possible
Failure to provide safe working conditions may result in work being suspended.
System Alterations After Installation
Any alterations made to systems after installation by third parties may affect performance and warranty coverage.
SAFEXE LTD cannot be held responsible for issues arising from modifications carried out by others after the completion of works.
Third-Party Contractors
Where works involve other contractors such as electricians, builders, carpenters, plasterers, or decorators, SAFEXE LTD cannot be held responsible for the work carried out by those parties.
Coordination of other trades may affect project timelines.
Photographs & Documentation
SAFEXE LTD may take photographs of installations before, during, and after works for documentation, warranty records, or training purposes.
Photographs may also be used for marketing or portfolio purposes, however no personal information or identifiable details of the property owner will be shared without permission.
Governing Law
These Terms & Conditions shall be governed by and interpreted in accordance with the laws of England and Wales.
Payment Disputes
If the customer believes an invoice has been issued incorrectly or wishes to dispute any part of the invoice, the customer must notify SAFEXE LTD in writing within 48 hours of receipt of the invoice.
The customer must clearly outline the reason for the dispute and the amount being disputed.
Any undisputed portion of the invoice must still be paid in accordance with the stated payment terms.
Failure to notify SAFEXE LTD of a dispute within this timeframe will be deemed acceptance that the invoice is correct and payable.
SAFEXE LTD reserves the right to pursue recovery of unpaid invoices through debt recovery agencies or legal action where necessary.
One optional clause (very useful for trades)
This protects you when customers delay jobs and block your diary.
You can add it under Cancellations & Rescheduling.
Project Scheduling
Installation dates are reserved specifically for the customer once agreed.
Where customers cancel or significantly delay scheduled works with short notice, SAFEXE LTD reserves the right to charge reasonable costs associated with lost labour time, materials ordered, or project scheduling disruption.
Rescheduling may result in the next available installation date being offered
Contact
SAFEXE LTD Gas, Plumbing & Heat Pumps
01395 489981
07850 260101
info@safexe.co.uk
www.safexe.co.uk