Terms Conditions

WarmZilla Limited provides fixed-price quotations based on the information that you, the customer, provide during our online survey or booking process. When you complete this process to purchase products or services, the information you submit forms the basis of your fixed-price quotation.

It is your responsibility to ensure all information provided is accurate. We cannot be held liable for any incorrect information submitted via our website. If information is found to be inaccurate on the day of your appointment, you may be liable for additional charges, particularly if the inaccuracies lead to additional costs for WarmZilla. In such an event, a full verbal and email explanation will be provided, highlighting the discrepancies from the information you supplied.

If you are unsure how to answer any questions, please contact us for assistance via our live chat or by emailing ask@warmzilla.co.uk.

WarmZilla Limited reserves the right to change the prices of our products and services, or any associated discounts, at any time without notice.

Before Your Appointment:

1. Where requested during the ordering process, WarmZilla requires you to supply clear, good-quality images of the relevant areas. These images are used to assess the suitability of the products or services ordered and to plan the work required. You acknowledge that if any information or images provided are incorrect or do not show a true representation of the area(s) involved, you may be liable for additional costs.Failure to provide requested images before your appointment date may result in delays.
2. If, upon physical inspection of the site, our engineer or technician determines that additional equipment or significant extra work is required, WarmZilla will inform you of any increased costs before these costs are incurred. If you choose not to proceed with the required extra work or equipment, WarmZilla reserves the right to cancel the appointment and charge for all reasonable expenses incurred, including that of any materials already delivered or used.
3. WarmZilla reserves the right to decline any order at any time up until its completion. Should WarmZilla decline an order, our only liability will be to refund any money you have already paid for that order. No damages or expenses of any other kind will be payable.
4. You, the customer, will be informed as soon as we are aware of any potential delay to your appointment. If an engineer or technician is unable to make the scheduled date, WarmZilla will arrange for a suitable alternative at the earliest time convenient for you.
5. Any changes in materials and/or specifications from those detailed in the contract will only apply when supported by an ‘Amendment to Order’ document issued by WarmZilla, which must be approved by you (this approval may be given via physical documentation or email).
6. WarmZilla, on occasion, will use third-party delivery companies to deliver goods included within your purchased package. The third-party companies are supplied with your email address and your phone number, to enable you to track your order.

This section applies to all orders that include the supply of physical goods by WarmZilla or its third-party delivery partners.

1. Where a separate delivery is required, the goods for your appointment will normally be delivered to the specified address between 7am – 10am on the day of your appointment. In some cases, the WarmZilla-approved engineer or technician will bring the required goods with them.
2. You agree to have a responsible person present to accept the delivery. If delivery is not possible because no one is available, this could delay your appointment and you may incur a redelivery charge.
3. You, the customer, are responsible for keeping all delivered goods secure, dry, and intact. If you open any packaging and goods are subsequently damaged, or if materials are identified as missing by the engineer or technician, you will be liable for all costs incurred by WarmZilla to rectify the issue, including the cost of replacement parts and associated labour.
4. You must notify WarmZilla of any delivery restrictions, such as local parking rules, property access issues, steep stairs, or carrying distances over 30 metres. WarmZilla reserves the right to charge you for redelivery and any associated costs if we are not notified of such restrictions in advance.
5. While we and our partners strive to meet all delivery commitments, issues can occasionally occur. WarmZilla will take responsibility for keeping you informed of any delays. A delay in the delivery of goods is not valid grounds for the cancellation of your contract with us.
6. For any work that requires matching existing finishes (e.g., bricks, tiles, surfaces), WarmZilla will endeavour to match them as closely as possible. However, we accept no liability for variations in colour, texture, or general appearance, as a perfect match may not always be possible. If you wish to guarantee a specific match, you agree to source and provide the materials at your own expense, ready for the engineer or technician at the time of the appointment.
7. Circumstances Beyond Our Control: WarmZilla shall not be liable for any failure or delay in performing our obligations where such failure or delay results from any cause that is beyond our reasonable control. Such causes include, but are not limited to: power failure, industrial action, civil unrest, fire, flood, storms, earthquakes, acts of terrorism, acts of war, governmental action, or any other event that is beyond our control. In these circumstances, we will notify you of any changes to your appointment or the products supplied as soon as reasonably possible.

1. 1. Scheduling, Access & Delays
      1. Working Hours: We aim to complete all appointments between 8:00 am and 6:00 pm. However, to ensure work is completed safely and correctly, our technicians may occasionally need to work outside these hours. Any appointment duration times provided are estimates only.
      2. Access to Property: You must provide free and safe access to your property for the duration of the appointment, including access to water, gas (where applicable), and electricity. If we cannot gain access to the property on the agreed date, you will incur a charge of £100 to cover our travel and scheduling costs.
      3. Delays: While we make every effort to meet agreed appointment dates, we reserve the right to delay the work for reasons beyond our reasonable control (e.g., severe weather, vehicle issues, supplier delays, technician illness). In such cases, we will reschedule with you for the earliest possible alternative date. You shall not hold WarmZilla liable for any losses or expenses incurred due to such delays.
      4. Installation Timeframes: Installations can take between 1–6 days depending on the complexity, size, and nature of the works being carried out. Estimated installation durations provided at the point of booking are for guidance only and may vary due to property conditions, existing system configuration, access requirements, additional remedial works, or unforeseen circumstances identified during the installation process. WarmZilla reserves the right to extend installation timeframes where reasonably necessary to ensure the work is completed safely and to the required standard. WarmZilla shall not be liable for any costs, losses, expenses, alternative accommodation, loss of earnings, or inconvenience incurred by the customer as a result of delays or changes to estimated installation timeframes.
   2. Your Responsibilities: Site Preparation & Permissions
      1. Permissions & Consents: It is solely your responsibility to secure any and all permissions required for the work to take place. This includes, but is not limited to, landlord’s consent, building control approval, planning consent, or any other permits. If we carry out work based on false or inaccurate information regarding permissions, you will be liable for any resulting losses, fines, or legal costs incurred by WarmZilla.
      2. Preparing the Work Area: You are responsible for preparing the work area. This includes removing any items from cupboards, clearing floors, and ensuring the area around the appliance or installation site is clear and unobstructed. Our technicians are not responsible for removing or reinstating cupboards or other furniture.
   3. Health & Safety
      1. Safe Environment: You must provide a safe working environment for our technicians and representatives. We reserve the right to leave the property if our staff encounter unsafe conditions, threatening or abusive behaviour, or active pest infestations. In such cases, any re-attendance will be at our sole discretion and may incur additional charges. If the appointment is cancelled for these reasons, you will not be entitled to a refund.
      2. Hazardous Materials: If we encounter materials we believe to be hazardous (such as asbestos), we will stop work immediately and secure the area. It is your responsibility to have the material professionally tested and removed at your own cost. We will only reschedule the work once the area is certified as safe. If a site issue within your control (including the removal of hazardous materials) prevents the work from proceeding for more than 12 months from the order date, your contract will be deemed fulfilled, and we will be entitled to retain all monies paid.
   4. Scope of Work: General Conditions
      1. Making Good: Some work requires creating access through walls, floors, or ceilings. This can cause damage to paint, plaster, wall coverings, and other finishings. The price you pay includes a standard finish by our technicians. However, the cost of specialist finishing, full redecoration, or repair is not included and remains your responsibility.
      2. Flooring & Coverings: We may need to lift carpets or floor coverings to carry out the work. We will take reasonable care and reinstate them to the best of our ability, but we are not liable for damage. You accept that you may need to hire a specialist (e.g., a carpet fitter) to reinstate them to a professional standard.
      3. Hidden Pipework & Wiring: Our technicians will take reasonable care but cannot be held responsible for any damage to existing services, pipes, or cables that are not clearly visible or are incorrectly installed.
      4. Access Equipment: Our quoted price assumes our technicians can access all necessary areas using standard ladders. If the work requires specialist access equipment (e.g., scaffolding), you will be responsible for the additional cost. For loft work, you must provide safe access via a fixed ladder, permanent lighting, and safe flooring.
      5. Electrical Work: Included electrical work for boiler installations is limited to connecting the boiler to existing, suitable electrical spurs or sockets. The creation of new spurs, sockets, or upgrades to your electrical system is not included unless explicitly stated in your quote.
      6. For Air Conditioning installations with a power demand of 3kW or below, our engineer will connect the appliance to a suitable existing electrical circuit during the installation appointment, subject to the circuit being deemed safe and compliant.
         Installations with a power demand above 3kW will require a dedicated electrical supply. In these circumstances, WarmZilla will arrange for a qualified electrician to install the necessary wiring from the appliance location to the consumer unit in accordance with current electrical regulations.
         Where additional electrical works are required, completion of the installation will be subject to electrician availability and may be delayed. WarmZilla accepts no liability for any delays arising from the scheduling, attendance, or completion of such electrical works. Any installation dates or timescales provided are estimates only and may be revised where additional electrical works are required, due to complexity issues.
   5. Scope of Work: Service-Specific Conditions
      1. For Central Heating Installations:
         • System Cleanse: We perform a basic chemical cleanse as standard. This is not a ‘powerflush’. If a powerflush is required after the new system is installed due to the condition of your existing pipework, this is not included in the price.
         • Water Pressure: You are responsible for ensuring the incoming water pressure and flow rate at your property are adequate for the products you have chosen.
         • Shower Compatibility: We take no responsibility for the compatibility of your existing shower with a new boiler or hot water system. Please check this before placing your order.
         • Existing Leaks: Installing a new pressurised system can expose weaknesses in your existing pipework. We are not liable for any new or exacerbated leaks that appear in your existing system as a result of the new installation.
      2. For Radiator Installations: Radiators are installed on a like-for-like basis, connecting to existing pipework. Significant re-piping is not included. Minor pipework alterations are at the discretion of the attending technician.
   6. Completion & Post-Appointment
      1. Inspection & Sign-Off: On completion, you will be asked to inspect the work. Any concerns must be raised at this time with the technician. Once they have left the property, the work is deemed to be completed to your satisfaction and the contract fulfilled.
      2. Opportunity to Fix Issues: Should a fault occur with the work or a product we have supplied, you agree to give WarmZilla a reasonable opportunity to remedy the issue. We will work with you and the product manufacturer to resolve any problems as quickly as possible.
      3. Third-Party Products: For queries regarding the operation of specific products (e.g., smart thermostats), please refer to the support materials and website of the product manufacturer.
      4. Carbon Credits (Endotherm): You assign to WarmZilla all rights arising from any greenhouse gas emission reductions generated by energy-saving additives (e.g., Endotherm) installed by us. This allows for the issuance of Verified Carbon Credits to be monetised and used to fund the supply of the additive.
   7. Thermostats & Multi-Zone Heating Systems

For combi-to-combi and system/regular-to-combi installations, our standard boiler packages include one thermostat only.

All other boiler replacement packages are priced on the basis of a full control re-wire, unless otherwise stated. Where a smart thermostat upgrade is selected, one smart thermostat only is supplied as part of the package.

Our packages are designed for single-zone heating systems. If your property has a multi-zone system (for example, separate upstairs and downstairs controls), additional thermostats, controls, wiring, and labour are not included in the package price.

It is the customer’s responsibility to inform us of any multi-zone heating system via email prior to installation. If a multi-zone system is identified after purchase (including during surveys or on the day of installation) that was not previously disclosed, additional costs will apply, and installation may be delayed while the system is correctly specified.

1. Full payment in cleared funds is required before any goods are delivered or work commences. Invoices will be issued by WarmZilla after payment is made and your appointment date is confirmed.
2. All prices quoted are inclusive of VAT at the prevailing rate.
3. WarmZilla reserves the right to refuse any order. If we inspect the property and determine we cannot proceed with the work, we will cancel the order and issue a full refund of any money you have paid to us for that order.
4. If you wish to pay using finance, we can introduce you to a third-party finance provider. This will require you to enter a separate credit agreement with that provider, and their terms and conditions will apply.
5. From time to time, we may offer promotional finance options, such as Interest-Free Credit, on selected orders. The specific terms and eligibility for any such offer will be detailed at the time of purchase.
6. If you enter a credit agreement and later cancel it, subject to the terms of the Consumer Credit Act 1974, the full balance of your order will become immediately due and payable to WarmZilla. This does not affect your statutory rights.
7. For customers paying via finance (e.g., through Novuna), a ‘satisfaction note’ will be issued to you upon completion of the work. You must review the work and sign this note within 5 days of receipt.
8. If you are not satisfied with the work, you must raise your concerns in writing to WarmZilla at ask@warmzilla.co.uk within the 5-day period. Once any issues are resolved, or if we dispute the reason for delaying the signature, the satisfaction note must be signed. Failure to pay the balance due following this process will result in late payment fees of £50 per five working days, plus any legal costs incurred in recovering the debt.
9. Decisions regarding disputes over unsigned satisfaction notes are made by WarmZilla, and our finance providers have no authority over this process.
10. All promotions are subject to availability and may be withdrawn at any time. We are not liable for any loss arising from the refusal, cancellation, or withdrawal of any promotion.
11. Only one discount or coupon code can be used per order. This applies to codes from WarmZilla and any of our affiliated companies. Discounts applied to a specific appointment date are non-transferable.
12. Once any complaint or issue is settled in writing between you and WarmZilla, this is considered a full and final settlement. Your statutory consumer rights are not affected.
13. By completing a transaction with WarmZilla, you agree to be bound by these full terms and conditions.

14. Finance satisfaction confirmation is required to verify that the installation has been substantially completed. ‘Substantial completion’ means the heating system has been installed, commissioned, is safe, operational, and in line with the specification financed.

    Once substantial completion has been achieved, the customer agrees that finance satisfaction will not be unreasonably withheld.

    The finance satisfaction note confirms the technical installation of the goods. It should not be withheld for matters unrelated to the safe operation of the system, including but not limited to:

    • Requests for refunds, discounts, or compensation for non-technical issues.
    • Preferred installation dates not being met.
    • Dissatisfaction with administrative processes.
    • Minor snagging or cosmetic items that do not affect the safe and continuous operation of the boiler.
    • Preference-based concerns or expectations outside the agreed written specification.
    • Issues arising from pre-existing property conditions (e.g. existing pipework faults).
    • Future or hypothetical concerns regarding performance.

    Any outstanding snagging items will be rectified within a reasonable timeframe under our standard warranty terms.

    Nothing in this clause affects or limits the customer’s statutory rights under the Consumer Rights Act 2015, the Consumer Credit Act 1974, or any other applicable consumer protection legislation.

These terms apply to cashback offers promoted via third-party cashback websites. A completed quote is not a purchase and does not qualify for cashback. Cashback is only earned on a qualifying, completed purchase made through the WarmZilla website.

To be eligible for cashback, we must be able to link your purchase directly to the cashback website. This means you must complete all of the following steps:

• Log in to your account on the third-party cashback website.
• Click the link from the cashback site that directs you to the WarmZilla website, ensuring you land on the correct product or service category.
• Generate a new quote (where applicable) and complete your purchase immediately, in the same continuous session and without closing your browser.

We will not honour a cashback claim if any of the following apply:

• You use a previously saved or edited quote to make your purchase.
• You apply any other discount, voucher, or coupon code to the order.
• You have cookie-blocking software active in your browser which prevents the sale from being tracked.
• Your application for finance is rejected, meaning the purchase cannot proceed.
• You cancel your order before the appointment date.
• Your purchase is not fully completed online.

1. Manufacturer’s Guarantee on Products
   1. All major products and appliances supplied by WarmZilla (such as boilers, EV chargers, and air conditioning units) are backed by a manufacturer’s guarantee. For clarity, it is the product’s manufacturer who provides this guarantee, not WarmZilla.
   2. The length and terms of the guarantee for any product, component, or control we supply are determined by its manufacturer. We will provide details of the relevant guarantee for your specific products on request.
   3. To keep a manufacturer’s guarantee valid, you must adhere to their terms, which typically require an annual inspection and service by an appropriately qualified professional (e.g., a Gas Safe registered engineer for a boiler).
   4. The cost of any required annual servicing is not included in the original purchase price unless a service plan is explicitly included in your order. It is your responsibility to arrange and retain records of these services.
   5. From time to time, WarmZilla may offer or include extended guarantees on selected products. The specific terms, conditions, and maintenance requirements for any such extended guarantee will be detailed in your order confirmation.
2. WarmZilla’s 12-Month Workmanship Warranty
   1. All work carried out by our approved technicians is covered by a
   2. 12-month workmanship warranty, starting from your appointment completion date. This warranty is non-transferable.

   3. During the warranty period, we will repair, at no charge, any defects that arise as a direct result of improper workmanship by our technicians.

   4. How to Make a Claim: If you believe there is an issue with our workmanship, you must contact us at ask@warmzilla.co.uk. Your email must include a description of the issue and clear supporting evidence (e.g., photos or videos). We cannot accept a claim without this.
   5. Our Response: We will correct any verified defective work within a reasonable timeframe, typically no later than 14 days after the issue is reported, unless an alternative date is agreed upon by both parties.
   6. Exclusions: This workmanship warranty does not cover:
      • Any product or part not supplied or installed by WarmZilla.
      • Issues with existing parts of your system that we connected new products to (e.g., existing radiators, pipework, or your electrical system).
      • Any drainage blockages.
      • The cost of redecoration or repairs to your property’s finish (e.g., plastering, painting, or roof repairs).
      • Damage caused by you or a third party, or issues arising from misuse.
      • Any work or interference by a third party that has not been authorised by us.
   7. Call-Out Charges for Non-Warranty Issues: If you request a site visit for an issue and, upon attending, our technician determines the fault is not related to our workmanship (e.g., it is caused by customer misuse, a fault with an existing part of your system, or third-party interference), we reserve the right to charge a call-out fee at our standard rates.
   8. Compliance Certificates: Where applicable for the work carried out (e.g., for gas or electrical work), a Building Regulations Compliance Certificate will be issued on behalf of the certified business that completed the work.

1. We use your information to provide the services you order and manage your account with us.
2. We will contact you about your order and may also send you marketing offers. You can opt out of marketing at any time.
3. To complete your order and meet our legal duties, we share necessary information with our approved engineers, delivery partners, and official regulatory bodies like the Gas Safe Register.
4. If you apply for finance, your details will be shared with credit reference and fraud prevention agencies to check your eligibility.
5. We may record calls and other communications for training and quality control purposes.
6. This is only a summary. For full details, please read our complete Privacy Policy on our website.

1. You have a legal right to cancel your contract within 14 days of placing your order without giving a reason. This is your “cooling-off period”.
2. To cancel, you must inform us with a clear, written statement. Please email your cancellation notice to ask@warmzilla.co.uk, including your name, address, and order number.
3. Requesting work during the cooling-off period: If you expressly request for us to begin work during the 14-day cooling-off period, you acknowledge the following:
   
   1. If you cancel after we have started the work, you will be required to pay for the services provided up to the point of cancellation.
   2. If the work is fully completed within the 14-day period, you will lose your right to cancel the contract.
4. Cancelling after goods have been delivered: If you cancel after goods have been delivered to your property, we will arrange for their collection. A deduction will be made from your refund to cover the direct cost of this collection. We may also make a deduction if the value of the goods has been reduced as a result of you handling them more than was necessary.
5. All refunds will be processed via our payment provider (Stripe) within 14 days of your cancellation. Please note it can take 5-10 working days for the funds to appear in your account.
6. If you cancel your order before any work has begun or goods have been delivered, we reserve the right to deduct a charge from your refund to cover the non-refundable transaction fees charged to us by our payment provider.
7. We reserve the option to decline or cancel any order at any time up until completion of works. Should we decline an order, no damages or expenses of any kind whatsoever shall be payable by us to the customer beyond the refund of any money that may have already been paid by the customer in relation to the contract.

1. We are committed to providing a first-class service. However, if you feel we have not met this standard, we encourage you to let us know. We take all complaints seriously and will handle them promptly and fairly.
2. To make a complaint, please use the enquiry form on the ‘Contact Us‘ page of our website. To help us investigate efficiently, please include your name, order number, and clear details of your complaint.
3. We will send you an acknowledgement to confirm we have received your complaint.
4. Our team will then conduct a full investigation. We aim to provide a final response and resolve all complaints within 30 days of receipt.
5. If the investigation involves third parties, such as manufacturers or insurance companies, it may take longer to reach a conclusion. In these cases, we will keep you updated on our progress.
6. Please note that WarmZilla is not liable for any loss of profit, loss of business, business interruption, or loss of business opportunity resulting from our services.

1. This scheme allows you to earn a reward by recommending a new customer who subsequently completes a qualifying purchase with WarmZilla.
2. The scheme is open to everyone, including existing customers and non-customers. There is no limit to the number of people you can refer, but only one reward will be paid per new customer’s completed purchase.
3. The current reward value and the format it is offered in (e.g., cash payment or coupon code) will be detailed on our website.
4. To submit a referral and claim a reward, you must follow the process outlined on our website or promotional material. This will require you to provide your personal details and those of the person you are referring.
5. Rewards are processed after the referred customer’s purchase is fully completed and verified. Cash rewards will be paid via bank transfer, typically within 5-10 working days of verification.
6. You must only use this referral scheme in good faith and for lawful purposes. By providing us with another person’s details, you confirm to us that you have obtained their clear and express consent to share their information with us for this purpose.
7. WarmZilla accepts no liability for any use of this scheme that does not comply with these terms. We reserve the right to amend, pause, or withdraw the referral scheme at any time without notice.