Introduction
Dwellow Limited extends its services to you, the Customer, under these Terms and Conditions ("Terms"). These Terms set forth the legal obligations and rights between the Customer (“you”) and Dwellow Limited (“We”, “Us”, “Our”, “the company”) regarding the installation services ("Services") and any related products ("Products") provided by Dwellow Limited. Acceptance of these Terms is required to engage the Dwellow Limited's Services and indicates the Customer’s agreement to comply with and be bound by these Terms in their entirety.
Dwellow Limited are a limited company registered in England and Wales under company number 15114137, VAT No. 460751203. Our address is Hermes House, Fire Fly Avenue, Swindon, Wiltshire, England, SN2 2GA.
1 Credit Information
Dwellow Limited acts as a credit broker (not as a lender) and offers credit products through Dopple Pay from a panel of lenders. We are an Introducer Appointed Representative and as such we operate under the FCA license of Social Money Limited. Dopple Pay is a Trading Name of Social Money Limited, authorised and regulated by the Financial Conduct Authority (FCA firm reference: 675283), a company registered in England (Reg Number: 08054296).
Credit is subject to age and status and is available to UK residents with a bank account in the UK aged 18 and over who have not been declared bankrupt of had CCJ or an IVA within the last 6 years. Applications are subject to affordability, application, status and lending criteria.
Goods and services that are supplied by Dwellow Limited are subject to the following terms and conditions and it is important that you read these before signing so that you understand your rights and obligations.
2 Comprehensive Service Agreement
2.1 A legally binding contract is formed between you and Dwellow Limited upon your acceptance of these Terms, either through a written agreement, electronic acknowledgment, or through conduct implying acceptance, such as payment for Services. No variation of the terms will be binding for either party unless such variation is made in writing and signed by the party to be bound.
2.2 We shall provide the installation Services and Products as detailed in the service order confirmation. We reserve the right to make any changes to the Service specifications if required by any applicable statutory or regulatory requirements.
3 Verification of Products, Services, Costs and Payment
3.1 Verification of products, services, and cost: There may be instances where we need to conduct a property assessment after the order form has been signed, to ensure the feasibility of delivering the Products and Services at your location. If this assessment reveals that: (a) providing the Products and Services at your premises is deemed unsafe or otherwise not advisable, we retain the right to terminate the contract without any liability. In such cases, we will issue a full refund of any deposit, or payments made in advance; or (b) a need arises to alter the Products and Services initially agreed upon. Should you decide against accepting the proposed modifications by us, we reserve the right to annul the contract. Any payments made will be refunded accordingly. We also hold the authority to cancel any orders that were mispriced at the time of ordering without any obligation to fulfil the order.
3.2 The “fixed” pricing at the point of sale encompasses the parts and materials listed below. Should you installation necessitate additional materials or parts beyond what is specified, we may require an extra payment to cover these additional needs:
– Combination Boiler to Combination Boiler will include a maximum of 5m of 22mm Copper, 3m of 15mm Copper, Boiler, Flue, Thermostat (if applicable), System filter, Chemicals.
– A Conventional to conventional boiler will include a maximum of 5m of 22mm Copper, 3m of 15mm Copper, Boiler, Flue, Programmer (if applicable), System filter, Chemicals.
– A Conversion from a conventional boiler to a Combination boiler will include a maximum of 10m of 22mm Copper, 9m of 15mm Copper, Boiler, Flue, Programmer (if applicable), System filter, Chemicals.
– When a Vertical flue is requested, the following will be added, Vertical flue, 2 flue extensions, 2 45-degree flue elbows and 1 90-degree flue elbow.
3.3 Upon receiving an order through the website, we will dispatch an email to you confirming the order. This email will include details of what you have agreed to purchase.
- A summary of the products and services you have selected.
- Total cost.
- Details regarding the delivery process.
- The minimum period of the agreement and the process for its cancellation
- Instructions for cancelling the order, including the responsible party for the cost of returns.
- Information on any guarantees or post-sales services provided by Dwellow Limited.
- Terms under which the contract may be ended.
4 Detailed pre-installation requirements
4.1 Prior to the commencement of Services, you must ensure the site is prepared according to our instructions. This preparation includes but is not limited to clearing the area of obstructions, securing fragile items, and ensuring that the installation site is safe for work. We may request access to the site for preliminary assessments or require you to provide detailed photographs or descriptions of the installation site.
4.2 You are responsible for providing accurate and comprehensive information about the installation site and existing systems. Failure to provide such information may result in adjustments to the Service scope, timeline, or costs.
5 Delivery dates and customer obligations
5.1 You will be informed of the delivery schedule for Products and materials. You agree to ensure that an authorised individual is present to receive the delivery. You will be responsible for the security and integrity of the Products once delivered. All products remain under the ownership of Dwellow Limited until fully compensated by the purchaser. This condition does not limit our right to pursue any outstanding payments due.
5.2 You is responsible for notifying us of any local restrictions that could impact the delivery of the products. Such restrictions may include, but are not limited to, local parking restrictions, steep or narrow stair climbs, long walking distances between the parking and the property. Accessible parking must be provided by you, including all costs and parking permits associated, for the installer.
5.3 You is responsible for ensuring the installation site is in a condition conducive to the safe and efficient provision of Services. This includes notifying us of any known hazards or conditions that may affect the installation process.
5.4 Before the installation commences, you must obtain any necessary permissions, licenses, or permits needed for the work. This could include approvals like listed building consent, landlord permission, or a freeholder agreement.
5.5 Delivery and service performance dates are provided as estimates, and while we strive to adhere to these timelines, it cannot be held responsible for any postponements or non-fulfilments. Specifically, the company is not accountable for delays resulting from factors outside its reasonable control, including but not limited to severe weather, employee health issues, strikes, fire, or widespread shortages of specific products or components, especially concerning spare parts for outdated or discontinued heating systems. We also reserve the right to delay the installation date if we do not receive the necessary pre-installation photos that are requested post-order completion by 2pm the day before the installation, or the photos are not an accurate image of the site. We are not liable for any loss of profit, loss of business, business interruption, loss of salary or holiday entitlement should delay, complications or rectification works occur.
5.6 Following the delivery of any goods to your residence, you will be responsible for any loss or damage to these items, unless the loss or damage is directly attributable to Dwellow Limited or occurs during a thorough inspection to ensure the goods meet the contract's specifications. Scaffolding and access equipment are not covered in the cost of the boiler and its installation, representing extra charges for you, not Dwellow Limited.
5.7 You have the right to terminate this contract without reason and at no cost at any time before the delivery of goods to the installation site and during a limited period following delivery, as set out in the cancellation rights.
5.8 If you cannot make the scheduled appointment, please inform us at least 48 hours beforehand. Should you need to reschedule or if they miss the appointment within 48 hours of its planned time, a 'missed appointment fee' of £50 will be applied.
5.9 Should a site inspection reveal the need for additional equipment like scaffolding or extensive work like asbestos removal, we will notify you about any cost increases and potential delays before proceeding. You can opt for a full refund if they choose not to proceed with the necessary extra work or equipment.
5.10 If we do not fulfil the delivery of goods or completion of services by the agreed dates, and the delay isn't caused by your non-compliance (like denying us access to the property) or factors outside our control, you can formally request that we finish the delivery and services within an extended, reasonable timeframe. Should we not meet this extended deadline, you have the right to end the contract due to our failure to perform.
6 Installation
6.1 Installations will normally take place during the normal working week, Monday to Friday, and normal working hours between 08:00 and 18:00. At the discretion of Dwellow Limited we might decide to continue work in the evening or at the weekend at our own cost. If it is the request of you to work outside of these hours, then additional costs may apply.
6.2 The installation process may necessitate the removal or lifting of carpets and various types of floor coverings, including laminate and tongue and groove floors. Our installers will make every effort to restore these floor coverings to their original state, though some damage may be inevitable. In such cases, it might be necessary for you to engage a specialist for proper restoration, and you will bear the cost. Unless specifically set out on Order Form, we will not be responsible for boxing in any new or existing pipework.
6.3 In instances where additional access is needed due to insufficient existing pipework or wiring, or when the boiler's location is being changed, this work could lead to damage to interior and exterior finishes, such as wall coverings and paint. You might find themself needing to undertake redecoration or repairs to these areas after the installation is complete. Please be aware, these additional restoration tasks are not covered by our initial quote and fall under your responsibility.
6.4 As part of its obligation as a Gas Safe registered service, we can only connect new boilers to gas supplies that are verified as safe. On the initial day of the boiler installation, we will conduct a gas safety test to ensure the gas supply is secure. If any leaks or defects are discovered, we must suspend the installation until these issues are resolved by you. The cost of rectifying the gas supply is not covered under this contract. However, we can address these safety concerns for an additional fee, which will be agreed with you beforehand.
6.5 Ensuring the compatibility of your existing shower with the newly installed boiler is your responsibility. We are not accountable for any mismatch or incompatibility issues between the current shower setup in the home and the new boiler system.
6.6 The installation of pressurised hot water systems may result in increased water pressure throughout the existing plumbing in the home. While we will carefully evaluate how well the current plumbing system can accommodate the new setup, we cannot assume responsibility for any damage that might occur to the existing plumbing as a result.
6.7 We will not bear responsibility for any harm to the property resulting from structural flaws or frailties at the installation site, regardless of their visibility. Should you have concerns about the building's structural soundness, it is advised to consult with a certified structural engineer before we schedule any services related to this agreement.
6.8 Water storage tanks located in the loft that are no longer in use following our work will remain onsite unless removal is specifically requested by you. Removal is contingent upon the tanks being able to pass through the loft hatch in an upright position, as tilting them could dislodge accumulated debris and sludge, risking damage to floorings or furnishings during the process.
6.9 When installing a boiler in a loft space, we require that the loft be accessible via a fixed ladder. Upon exiting the ladder, there should be a properly boarded pathway leading to the boiler's designated spot. Additionally, the area directly beneath the boiler must have at least 1 m² of adequate boarding. Permanent lighting is also a necessity for the space. If the boiler's location is within 2 meters of the loft hatch, the hatch must be capable of being securely closed while our installer is present in the loft. We will not cover the costs associated with setting up these safety provisions.
6.10 Occasionally, newly installed equipment may experience issues, such as internal parts shifting during transportation or product failure. We actively collaborate with manufacturers to address and resolve these matters swiftly. In instances where equipment requires reinstallation or a manufacturer to visit and repair the product, which might lead to substantial delays and inconvenience, but you understand that this is responsibility for the manufacturer and not Dwellow Limited.
6.11 Unless specified at the point of sale then we will likely not have an electrician on site, as such Thermostats will be installed using stand or batteries provided and will not be wired to mains power. If any of your house electrics are out of date or in a state of disrepair, then we will not be liable for any electrical works that can’t be done.
6.12 From time to time an installation may deviate from the expected outcome, you are asked to afford both the installer and us adequate time to address and remedy any issues that arise. Should there be a need for follow-up repairs, the initial installer who carried out the installation will primarily be dispatched to resolve the problem if possible. However, for persistent issues, we retain the right to assign a different installer from our team to ensure the fault is effectively corrected.
6.13 Packaging and non-dangerous materials and waste will be removed from you home by the installer; but this does not include the removal of any dangerous / hazardous waste material such as asbestos, whether we become aware of the waste before or during the installation. The only exception will be where we and you have agreed to the removal before the commencement of the work.
6.14 On completion of the installation you will be asked to inspect the works, any concerns you may have, must be raised at this time. Once the inspection is complete you will sign a satisfaction notice. Once you, has signed the satisfaction notice then all liability is removed from us for any additional costs, such as remedial works outside of contractual obligations. The installer has left the property, then all works are deemed to have been completed and the contract fulfilled.
6.15 We do not install in flats or apartments that have external gas meters, concrete floors, or steel pipework.
7 Payments and credit information
7.1 You agree to adhere to the payment schedule set forth by us. This schedule will detail all due payments, including deposits, progress payments, and the final balance. Payments must be made promptly on the dates specified. We require the payment of “cleared funds” from you prior to the delivery and/ or installation of any materials. All goods remain the property of the Dwellow Limited, even though installed, until fully paid for. We reserve the right to re-enter the property and remove any goods, whether installed or not, if the items remain unpaid for. You will receive confirmation of payment via email.
7.2 If you opt for financing provided by a third-party finance provider, you acknowledge that they are entering into a separate contractual agreement with the finance provider. Your obligations under these Terms remain unaffected by any such financing arrangement. If you decide to withdraw from that credit agreement at any point, you will still be liable for the outstanding balance of this contract payable by us under this contract.
7.3 We shall be entitled to adjust the price payable by you to reflect any subsequent changes to the rate of VAT.
8 Cancellation, Amendments and Refunds
8.1 You has the right to cancel the Services within fourteen 14 days of contract formation without penalty, provided that Services have not commenced. If Services have begun with your consent within the cancellation period, you may be responsible for the cost of Services rendered up to the point of cancellation. Where we commence with any provisions of the services within the 14-day cancellation period then you can still cancel but may be subject to pay a proportionate amount of the costs for the work done to that point. If the work is completed within the 14 days, then upon completion the right to cancel is revoked. All Goods delivered to you ahead of work will be collected and remain the property of Dwellow Limited after cancellation.
8.2 Amendments to the Service scope or schedule may be requested by you but are subject to our approval and may result in adjustments to the Service costs and timeline.
9 Warranties and After Care Support
9.1 Products installed by us come with a manufacturer's warranty, the terms of which are provided with the Product documentation. It is your responsibility to register the Product with the manufacturer to activate the warranty. Check the manufacturer warranty for details on the requirements to maintain the warranty for the length stated.
It is likely that the manufacturer warranty will require an annual safety inspection and service each year for the boiler, in order to maintain the warranty. We will not be liable to carry out annual inspections or services, nor the cost. We are able to offer this service if formally agreed upon between both parties.
9.2 We guarantee the quality of workmanship for a period of twelve 12 months from the date of installation completion. This warranty covers labour and material defects attributable to the installation process. You must notify us of any issues within the warranty period to arrange for inspection and remedial work.
10 Miscellaneous Provisions
10.1 Governing Law and Jurisdiction: These Terms shall be governed by and construed in accordance with the laws of the jurisdiction in which we operate. Any disputes arising under or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts located within the same jurisdiction.
10.2 Entire Agreement: These Terms constitute the entire agreement between you and us regarding the subject matter hereof and supersede all prior agreements and understandings, whether written or oral.
10.3 Severability: If any provision of these Terms is held to be invalid or unenforceable, such provision shall be struck and the remaining provisions shall be enforced to the fullest extent under law.
10.4 No Waiver: Any failure by us to enforce any right or provision of these Terms shall not constitute a waiver of such right or provision.
10.5 Amendments: We reserve the right to amend these Terms at any time and will provide you with the revised Terms. Your continued use of the Services following the amendment of these Terms constitutes acceptance of the changes.
10.6 Notices: All notices or other communications required or permitted to be given under these Terms shall be in writing and given by us via email, postal mail, or postings on our website.
10.7 Data Protection: We commit to protecting the privacy and security of your personal data in accordance with applicable data protection laws. Our Privacy Policy, available on our website, details how customer data is collected, used, and protected.
11 Contact Information
For any further inquiries, concerns, or need for clarification regarding these Terms or the Services provided, please reach out to our Customer Service team via the contact details provided on our website.
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