Terms and conditions
Who we are
BASI Heating Ltd is a company registered in England and Wales (registered office 500 Leeds Road, Bradford, BD3 9RU). Our Gas Safe registration number is 623525. We are accredited installers for Worcester Bosch and Vaillant. Throughout these terms “BASI”, “we” or “us” means BASI Heating Ltd, and “you” means the person or business contracting with us.
When these terms apply
These terms apply as soon as you accept a written quote from BASI, book a service through our online booking system, or instruct us by phone or email. If we issue a separate written agreement for a larger project, that agreement takes precedence where it conflicts with these terms.
Quotes and pricing
- Fixed-price after a real survey. For new boiler and bathroom installations we provide a fixed price in writing after a home survey by a BASI engineer (never a salesman). The price we quote is the price you pay, unless we discover something we could not reasonably have known about (asbestos behind a panel, a hidden buried gas leak, structural issues), in which case we will stop, tell you, and quote separately for the additional work before proceeding.
- Fixed first-hour rate for repairs and servicing. Standard rate is £80 for the first hour plus parts at trade price. Anything beyond the first hour is quoted before we proceed.
- Quotes are valid for 30 days unless stated otherwise on the quote itself.
- No call-out fee for service or repair appointments inside our coverage area (BD, LS, WF, HD, HX, HG). The £80 first-hour rate covers diagnosis and any work done in that hour.
- VAT is included in our consumer prices. Business customers receive VAT-inclusive invoices on request.
Booking and payment
- You can book a service through the BASI Booking System on this website. Routine work is generally booked about a week ahead. Same-day repair work is handled by our office team on the phone.
- For new boiler installations we ask for a deposit (typically 25%) on booking, with the balance due on completion. Bathroom packages follow the schedule on your written quote.
- For service and repair we invoice on completion. Payment is due within 7 days unless stated otherwise.
- We accept bank transfer, debit card, credit card (some fees apply), and finance through our regulated finance partner (subject to status). Finance terms are set out separately at the point you apply; see ways to pay for details.
Cancellation and changes
- Your right to cancel. If you are a consumer (not a business), you have 14 days from the day you accept our quote to cancel without giving a reason, under the Consumer Contracts Regulations 2013. If you have asked us to start work inside that 14-day window and you then cancel, we may charge for work already done.
- Rescheduling. We aim to give as much notice as we can if we need to reschedule. Please give us 24 hours’ notice for service and repair appointments where possible. We do not charge for one rescheduled appointment; repeated short-notice cancellations may attract a small admin fee.
- No-access. If we arrive at the address you gave us and cannot get in (no one home, wrong postcode, blocked access), we may charge a call-out fee equal to the first-hour rate to cover the engineer’s time.
Our work and warranties
- All work is carried out by full-time BASI employees, never sub-contractors. Gas work is done by Gas Safe registered engineers. Unvented hot water cylinder work is done by G3 certified engineers.
- Manufacturer warranty. New boilers come with the manufacturer’s warranty applicable to your specific model (Worcester Bosch Greenstar up to 10 years, Vaillant ecoTEC up to 10 years, others vary). We register the warranty for you and the warranty stays valid as long as the boiler is serviced annually by a Gas Safe engineer.
- BASI workmanship warranty. On top of the manufacturer warranty, BASI provides a 2-year workmanship warranty on new installations covering our installation work itself. Bathroom installations come with a 2-year workmanship warranty on fitting (product warranties are set by the manufacturer of each fixture).
- What is not covered. Damage caused by misuse, third-party tampering, lack of annual servicing, hard-water scale build-up where a recommended filter has been declined, system contamination from work done by someone else after our install, or wear-and-tear on consumables (filters, batteries in smart controls).
- Putting things right. If something is not right with our work, please tell us first (see the complaints procedure). We will diagnose and put it right at no further charge where the fault is covered by our workmanship warranty.
Cover plans
Our Smart Care boiler and heating cover plans are described on the cover plans page. Specific cover-plan terms (monthly cost, what is covered, exclusions, cancellation, renewal) are set out in the cover plan agreement we send when you sign up. The general terms on this page apply alongside those plan-specific terms, but where the plan agreement is more specific, the plan agreement wins.
Your responsibilities
To give us a fair chance of doing the job properly, we ask that you:
- Give us safe and reasonable access to the property at the agreed time.
- Tell us about any known issues (asbestos, lead pipework, previous failed repairs, unusual installations) before we start.
- Keep children and pets away from the work area while we are on site.
- Pay any agreed deposit and the final balance by the dates on your invoice.
Liability
- Nothing in these terms limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be limited or excluded by law.
- Subject to that, our liability to you for any other claim arising out of work we have done is limited to the amount you paid for that work in the 12 months before the claim.
- We are not liable for losses that are not reasonably foreseeable, business losses (lost profits, lost contracts) suffered by consumer customers, or any losses caused by your breach of these terms.
Complaints
If something goes wrong, please follow our complaints procedure. We aim to acknowledge within 1 working day, give a substantive response within 14 days, and put right anything we got wrong without quibbling.
Data, cookies and privacy
How we handle your personal data is set out in the privacy policy and the cookie policy.
Law and jurisdiction
These terms are governed by the laws of England and Wales. Any dispute will be subject to the exclusive jurisdiction of the courts of England and Wales. Your statutory rights as a consumer (if applicable) are not affected.
Contact
BASI Heating Ltd, 500 Leeds Road, Bradford, BD3 9RU. Phone 0800 980 6018. Email enquiries@basi.co.uk.