We engage a contract between you and us for the work you request. The following Terms,
Conditions and Practices are applicable for the work requested. For your own protection,
you should read them in full. You would be given a contract very similar to the one
shown below prior to the start of the work. We can email it to you, or hand it to
you on the work day.
Contract for work required
Between Scalgon, and the named person or company provided immediately below
1. You have rights under the Consumer Contracts Regulations. These rights are principally
that you may cancel the work at any time up to the point where the work has begun
- for a period of seven days from requesting the work, and that a full refund (if
payment has already been made) would be given. Under this contract (which you elect
to agree to by virtue of requesting the work) you waive that right (to cancel and
be refunded) immediately we enter your property – as the Work Required is classed
as ‘Emergency Work’ requested within the seven day ‘cooling-off’ period. You should
be aware that requesting the work shown under ‘Work Required’ means that you accept
the terms & conditions shown here on this ‘Contract For Work Required’.
Address of property where work will be carried out
2. Work Required
Remove limescale from: combination boiler’s hot water (secondary) heat exchanger.
3. The work will be carried out as described above. NO additional work will be undertaken.
No other work is implied. Any other work carried out (that is not covered by a contract
such as this one) is done by permission and/or free of charge, and is NOT part of
4. Charge for Work Required
5. You will be charged the amount shown above. No other charges will be made on
this Contract For Work Required. Any further requested work will require another
6. Payment for Work Required
Payment is required in full before the work can commence – either by card or bank
We need to park our vehicle VERY CLOSE to the property – due to the frequency of
retrieving, and lifting of, equipment necessary for the work. At no point will our
vehicle be left in any car park. If you have parking restrictions then you must provide
a valid permit, or pay any fine (in cash) on the day of the work. We are prepared
to pick up a key for the property, but you would be charged any labour-time charges
for that in accordance with our standard set charges. You should be aware that the
descaling process is usually complete within two hours, but not always. Any parking
restriction that is limited to 2 hours should therefore be taken into consideration
by you prior to the appointment. If there is no immediate parking space available
then we would not be able to carry out the work on the intended work date, and would
re-arrange. You wouldn’t be charged, but we can only do this once.
We guarantee to abide by this contract under Work Required shown above. i.e. we will
carry out the work exactly as described. No other guarantees are implied or given.
9. Cancellation of work
You may cancel the Work Required at any point up until we enter the property address
as shown above, and be entitled to your money back in full. If we have entered the
property address, then you would be subject to our call-out charge of £80.00
10. Service valves
We ask that you are aware of where your mains water stop valve is, and that it will
turn off the water to the property. Otherwise, it may be necessary to turn off the
water supply out in the road – if possible. If we cannot isolate the supply, you
would be charged a ‘call-out’ labour charge of £80 plus any travel charges, and we
would not be able to proceed with the work until the supply can be isolated. Some
boilers have an isolating valve on the pipe entering the boiler, and sometimes this
can be used instead, but not always.
11. Protection of work area
We are public liability insured for £2 million. We lay dust sheets during the process,
but would kindly ask you to prior-remove any items within the immediate work area
– usually, but not always - around the boiler.
12. Thermal store systems
Thermal store systems (large cylinders that provide high-flow hot water) have a 1
in 100 chance of leaking after the descaling process. This is because they can develop
pin-hole leaks during their life, which become sealed with limescale. We remove this
limescale, and the leak can re-appear. It would be evident by water coming out of
the overflow pipe.
There is a refund policy if the descaling process fails to alleviate the reported
problem. In some instances, the ‘scaling-up’ of plated heat exchangers can result
in the almost total blockage of the plates. In such a circumstance, the fluid (acid/water)
cannot penetrate to dissolve the limescale. This is obviously unknown until the process
has finished. There is also a chance that rust in the main heat exchanger of your
boiler can mimic the effects of limescale. We will refund part of your total costs.
You would be charged the standard £80.00 call out fee and the standard costs of the
acid used (£30) - usually £110.00 in total. You would also be charged any and all
travel charges. The remainder will be returned to you via your bank account, or cheque.
By requesting the Work Required, you have been made aware of these terms & conditions,
and that you are in full agreement with them and are contracted to abide by them.
DO NOT request the work if you do not agree with these terms & conditions in any
way. Cancel the request for the Work Required, and any money prior-paid would be
returned to you in full.
Signed………………………………… Dated …………………………………………
Prior to November 2016, we had comprehensive terms & conditions that we paid a company
to produce for us. Because of a single complaint about those terms and conditions,
we removed them, and have replaced them with the ones above. Due to past experiences,
it is unfortunate that we have to have terms & conditions to protect ourselves from
late-paying, or even non-paying customers. You have rights under the Consumer Contracts
Regulations, and we fully agree with, and abide by, your rights (we use them ourselves
when we make purchases). We have to set out exactly what we will do, what you’ll
be charged, and how you should make payment. If we fail to do this then customers
take advantage of that failure to make a customer aware of what is reasonably required
of them when a request for our service is made. What we are saying is that because
some people can make life unpleasant by their inability to act in a sociable, responsible
and (most primary of all) a courteous way, then we have to have an agreement about
the requested work, and that we will be paid in a reasonable fashion and time. For
example: We give a set period when payment should be made of seven calendar days.
This is shorter than we would normally wish, but if we make it longer then some people
will go to the absolute maximum allowed term of payment-requirement, rather than
simply being courteous (like we always strive to be). Why, we don’t know, maybe they
have lived their lives that way. So people like that make a set of terms and conditions
unfortunately necessary. We would rather have no terms and conditions at all, as
they alienate and antagonise some people - and we completely understand that. Buying
and selling goods and services has become like this because people think ‘wrongly’.
They can’t act politely because of their own mental issues. We always try to act
in a friendly, pleasant and courteous way - even doing things for which we will receive
no payment and providing services in excess of what we are asked. We do this because
we think that’s the right way to conduct ourselves. We like to remain professional
- but friendly-professional. We think it’s a shame that buying and selling goods
and services has come to the point where term & conditions are necessary, but that’s
life, now. It won’t get any ‘better’. So we hope you’ll fully understand why we HAVE
to have the above terms and conditions.