Terms & Conditions

1. About us

These terms and conditions govern your use of the services provided by Barlow Heating Limited, trading as Abode — Heating & Renewables.

• Company number: 12813076
• Registered address: The Warehouse, Rear of 25 Southcote Road, Bournemouth, Dorset, BH1 3SH
• VAT number: 378687424
• Gas Safe registration: 651256
• Phone: 01202 022735
• Email: [email protected]

By engaging us to carry out work, you agree to these terms. Please read them carefully before proceeding.

2. Our services

We provide the following installation, maintenance, and repair services across Dorset, Hampshire, and Wiltshire:

• Heat pump installations — Air source heat pump design and installation for domestic properties
• Commercial gas services — Commercial boiler installation, repair, maintenance, and gas safety inspections (Gas Safe registered: 651256)
• Solar PV and battery storage — Solar panel installation and home battery systems
• EV charging — Domestic and commercial electric vehicle charge point installation
• Commercial heating — Commercial heat pumps, hot water systems, and industrial heating solutions

All work is carried out by qualified, certified engineers in accordance with relevant industry standards, building regulations, and manufacturer requirements.

3. Quotations and pricing

Estimates

Online estimates provided through our estimate tool are indicative only and are based on the information you provide. They are not a formal quotation and the final price may differ following a site survey.

Formal quotations

Following a site survey, we will provide a written quotation detailing the scope of work, equipment, and total price including VAT. Formal quotations are valid for 30 days from the date of issue unless otherwise stated.

Prices may be subject to change after the validity period, or if the scope of work changes due to unforeseen circumstances discovered during installation (for example, hidden pipework, structural issues, or asbestos). Any additional costs will be communicated and agreed with you before proceeding.

VAT

All prices include VAT at the applicable rate. Certain energy-saving installations may qualify for the reduced VAT rate of 0% under current UK government policy. This will be specified in your quotation where applicable.

4. Payment terms

Deposit

A deposit is required to secure your installation date and order equipment. The deposit amount will be specified in your quotation (typically 25% of the total contract value). The deposit is due upon acceptance of the quotation.

Balance payment

The remaining balance is due on completion of the installation, unless an alternative payment schedule has been agreed in writing. "Completion" means the system has been installed, commissioned, and is operational.

Payment methods

We accept payment by bank transfer and card payment (processed securely via Stripe). Full payment details will be provided on your invoice.

Late payment

If payment is not received within 14 days of the due date, we reserve the right to charge interest at 4% above the Bank of England base rate in accordance with the Late Payment of Commercial Debts (Interest) Act 1998, plus reasonable recovery costs.

5. Boiler Upgrade Scheme (BUS) grant

Where your installation qualifies for the Boiler Upgrade Scheme grant (currently up to £7,500 for air source heat pumps), we will:

• Apply for the grant on your behalf as your MCS-accredited installer
• Deduct the grant amount from your total price — you only pay the balance
• Handle all MCS and Ofgem paperwork and submissions

Grant eligibility is subject to Ofgem's criteria and available funding. We will confirm your eligibility during the survey process, but we cannot guarantee grant approval. If the grant application is rejected for any reason, you will be liable for the full quoted amount. We will notify you promptly if this occurs and discuss your options.

You must have a valid Energy Performance Certificate (EPC) with no outstanding recommendations for loft or cavity wall insulation (where applicable) before the grant application can be submitted.

6. Your right to cancel

Distance contracts — 14-day cooling-off period

If you entered into this contract at a distance (for example, online or by phone without a face-to-face meeting at your property), you have the right to cancel within 14 days of accepting the quotation, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

To exercise this right, you must notify us in writing (email or post) within the 14-day period. We will refund any deposit paid within 14 days of receiving your cancellation notice.

Cancellation after the cooling-off period

If you cancel after the 14-day cooling-off period, or if the contract was agreed following a face-to-face meeting at your property:

• If equipment has not yet been ordered: your deposit will be refunded in full, less a reasonable administration charge
• If equipment has been ordered or delivered: you will be liable for the cost of any equipment ordered specifically for your installation, plus reasonable administration and restocking charges
• If work has commenced: you will be liable for the cost of all work completed and materials supplied up to the date of cancellation

How to cancel

To cancel, please contact us by email at [email protected] or by post to our registered address. Please include your name, address, and quotation/order reference number.

7. Installation and access

Access

You must provide safe and reasonable access to your property for the duration of the installation. This includes clear access to the areas where equipment will be installed and adequate parking for our vehicles close to the property.

Preparation

You are responsible for clearing the work area before our engineers arrive, unless otherwise agreed. We will advise you of any preparation required when confirming your installation dates.

Delays

We will make every effort to complete work within the agreed timeframe. However, we will not be liable for delays caused by circumstances beyond our reasonable control, including adverse weather, supply chain disruptions, or issues discovered during installation that require additional work.

8. Warranties

Manufacturer warranty

All equipment we install comes with the manufacturer's warranty as standard. Warranty periods vary by product and manufacturer (typically 5–12 years for heat pumps, 10–25 years for solar panels). Full warranty details will be provided in your handover documentation.

Workmanship guarantee

We provide a workmanship guarantee on all installations covering labour and the quality of our installation work. The duration of this guarantee will be specified in your quotation and contract documentation.

Warranty conditions

Warranties and guarantees are subject to:

• The system being used in accordance with the manufacturer's instructions and our guidance
• The system being maintained and serviced as recommended
• No modifications being made to the system by unauthorised persons
• Full payment having been received

MCS warranty

Heat pump and solar installations are also covered by the MCS Installation Standards, which provide additional consumer protection through the MCS Certification Scheme.

9. Limitation of liability

Nothing in these terms limits or excludes our liability for:

• Death or personal injury caused by our negligence
• Fraud or fraudulent misrepresentation
• Any liability that cannot be excluded or limited by law

Subject to the above, our total aggregate liability to you in connection with any contract shall not exceed the total value of that contract.

We shall not be liable for any indirect, consequential, or special losses, including but not limited to loss of profit, loss of business, loss of data, or loss of anticipated savings, whether arising in contract, tort (including negligence), or otherwise.

We shall not be liable for any damage to your property that is an unavoidable consequence of the installation work (for example, minor plaster damage where pipes pass through walls), provided we have informed you of such likelihood in advance.

10. Complaints

We take all complaints seriously and aim to resolve them quickly and fairly. If you are not satisfied with any aspect of our service:

• Step 1: Contact us by email at [email protected] or call us on 01202 022735
• Step 2: We will acknowledge your complaint within 2 working days
• Step 3: We will investigate and provide a full response within 14 days

For full details of our complaints process, including escalation routes, please see our Complaints Procedure page.

11. Force majeure

Neither party shall be liable for any failure or delay in performing their obligations where such failure or delay results from circumstances beyond their reasonable control, including but not limited to: natural disasters, pandemic, government action, supply chain disruption, strikes, or utility failures.

12. Governing law

These terms and conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

13. Changes to these terms

We may update these terms and conditions from time to time. The current version will always be available on this page. Changes will not affect any contracts already in place at the time of the update.

If you have any questions about these terms, please contact us at [email protected] or call 01202 022735.