Terms & Conditions


Please read carefully

These terms and conditions (‘terms’) tell you how we will provide products and services to you, how you may end the contract, what to do if there is a problem and other important information. Please read these terms carefully before placing your order. By placing an order you agree to be bound by these terms.

1. General terms
References in these conditions to ‘Glow Heat’, ‘we’ and ‘us’ are references to Arch Contractors Limited t/a Glow Heat (company number 11355528), whose office is registered at 5 Ripley Road Business Park, Bradford, West Yorkshire BD4 7EX. References to the ‘customer’ and ‘you’ are references to the person to whom has purchased a product from ‘us’.

Once you place your order via online checkout or by telephone, and your order is accepted by us, a contract between you and us will be formed and that contract will be subject to these terms and ‘contract’. If you have any queries regarding these terms then please contact us.

By placing an order, you are confirming you are the owner of the property detailed in the quotation (or the email confirmation) or that permission from the owner has been granted.

The quotation and ordering processes provided are solely for your personal use. To place an order via the website you must be at least eighteen (18) years old. You may not use the website for any commercial purpose. We reserve the right to make changes to any part of these Terms and Conditions from time to time, so please ensure you check the latest version. We may modify or withdraw the quoting and ordering platforms (or any part of them) temporarily or permanently, and we shall not be liable to you or any third party for any modification to, or withdrawal of, the platforms and you agree to use the platforms on this basis.

The customer warrants that the information they provide during the online purchasing process is true and accurate. If we find any inaccuracies in the information provided by you, then we reserve the right to cancel the contract between you and us and provide a full refund to you, the customer.

The contract is subject to availability of appliance(s), equipment and other materials. Where necessary we will offer a suitable alternative, if available, which will be subject to your acceptance.

Any reviews or comments made by members of the public on this website are their opinions only and do not form any part of the specification or advice given by Glow Heat about products or services we supply.

Any concession, latitude or waiver allowed by Glow Heat at any time shall be without prejudice to their strict and full rights under this contract and shall not prevent Glow Heat subsequently exercising such rights.

This contract is governed by the laws of England and Wales. If there is any dispute between us, it will be dealt with by the courts of England and Wales if your property is in England or Wales, and by the courts of Scotland if your property is in Scotland.

Nothing in this contract affects our legal rights or powers. Nothing in this contract affects any of your statutory rights that cannot be excluded by law.

2. The ordering process
Customers browse and select a boiler replacement package via our website. Different packages are shown to the customer depending on the selections they made about their current system and the type of system they would like.

Customers will be contacted by telephone, select a payment option and choose an available installation date which best suits them.

After an order is placed with Glow Heat, there is a requirement for the customer to send photographs to Glow Heat using their email or can be sent via online webchat. This requires the customer to take some basic photographs of the existing installation, controls etc. By viewing the photos in advance Glow Heat can discuss any technical aspects of the installation prior to the engineer attending; this makes the installation process run as smoothly as possible ensuring the right boiler and materials are delivered to enable a suitable installation.

The customer agrees that any photos supplied during or after the ordering process are true and accurate images of what the engineer will see at the installation site.

If you do not feel confident of supplying photographs where access may be difficult or impeded and proceed to do so, this is would be against our recommendation and you would do so at your own risk. Glow Heat takes no responsibility for any injury, including death, sustained during fulfilment of photographic requests.

In situations where you feel it is not safe or easy to take the requested photographs, you should not attempt to do so and inform Glow Heat of your situation. In some instances, it may be possible for us to send a surveyor or complete a verbal survey over the telephone.

3. Payment
If paying by credit or debit card, the payment of cleared funds from the customer to Glow Heat is required prior to delivery and/or installation of goods. Payment is only deemed to have been received once the funds are showing in Glow Heat’s bank account as cleared funds. If the customer instigates an attempt to clawback payments (for example requesting a credit card chargeback) then the Company can pass on any costs and/or losses associated with dealing with and defending such action.

Glow Heat shall be entitled to adjust the price payable by you to reflect any subsequent changes to the rate of VAT.

4. Inspection of the site
If, upon physical inspection of the site, it is determined that equipment ordered is unsuitable or technically not possible to install as ordered, then Glow Heat will inform you of why the installation cannot go ahead as ordered and discuss alternative options including any delay to installation that may be incurred. If you decline the alternatives offered, or if no alternatives can be offered, then Glow Heat will give a full refund to you.

5. The installation process
We will bring all the materials specified on your order with us on the day of installation.

The existing system will be drained down where necessary and redundant materials will be carefully disconnected and removed from site. Dustsheets will be used to protect your furnishings. We will flush and clean the system after fitting the new boiler.

The new boiler will be installed on the wall, the pipes connected, and the condensing trap installed to the nearest drain or soak away (the installer will discuss this with you on the day).

If applicable, the fanned flue terminal will be carefully cut through the outside wall and sealed. Every care will be taken to minimise the disturbance of brickwork. If necessary, a suitable flue guard will be fitted and protection to eaves or soffits will be included where applicable.

Upon completion we will fill the system and ensure corrosion proofer is added. We will test and adjust the boiler and controls and leave the system in good working order. We will ensure that you are satisfied with the work and that you understand the controls, as well as carrying out the necessary safety checks.

Should repairs to brickwork be necessary we will endeavour to match the existing bricks as best as possible, however if an exact match is required it is preferable that the customer supplies the bricks. Furthermore, matching colour, texture and the general appearance of bricks and mortar is not always possible due to older products ceasing production and the effects of weathering over time. The customer accepts that appearance differences should be expected.

If applicable we will remove the cold water storage tank, cylinder and feed and expansion tank if possible. Note; if the existing cold tank is found to contain asbestos cement, the tank will be drained and we will seal the tank in plastic sheeting and it will remain in the loft in accordance with local water bye-laws.

If we are converting your system from a conventional to a combination setup we will reconnect to the existing domestic supplies as necessary and change the cold water down service onto the cold mains.

A mains chemical flush will be completed on your central heating system. This process involves adding a chemical agent to breakdown debris in the system and then flushing the contaminated water out with mains pressure. Power flushes are not included as standard on all orders.

All wiring to the boiler, pump and controls will be carried out to current BS 7671 standards and surface installed where applicable.

The pipework and tanks installed will be insulated in accordance with the specification. We cannot, however, accept liability for damage caused by extreme weather conditions.

We will register the boiler, controller and accessories warranty with the manufacturer of the products. Details or warranty durations will be specified on your order.

We will issue a notification to your local council building control and request a confirmation be sent to your home address detailing the installation of a gas appliance.

We will issue a copy of the CP1 gas safety record with every installation.

The engineer will take pictures of your installed equipment for Glow Heat auditing process and for our own records. The engineer may also attend with other people including managers, supervisors, trainees or apprentices.

6. General installation terms
A combination boiler system in some circumstances is likely to provide a lower hot water supply flow rate than a conventional system. This is exaggerated when two hot supplies are used at the same time. Glow Heat recommends, if you have a shower fitted within the property, you consult with the shower manufacturer to confirm that it will be compatible with a high-pressure system and will not leak. Glow Heat is unable to guarantee the performance of any existing shower and the compatibility with your new boiler.

We have also assumed that the existing pipework (not visible for inspection) will be of correct sizing and unaffected by blockages, incorrect falls or leaks. We have also assumed that the existing pipework is not affected by a build-up of sludge or scale. In the event that the existing pipework has a level of sludge and or scale, which affects the system operating efficiently, Glow Heat will not be accountable for the new boiler’s performance and will recommend that a Power Flush is conducted.  

If we are sealing your central heating system, the feed and expansion cistern will be removed and the water pressure within the system raised above “atmospheric”. Occasionally the higher working pressures associated with this type of installation may result in already weakened fittings leaking. The work necessary to repair leaks or to replace radiators and the like are excluded from the quotation. The customer accepts this risk when converting a non-pressurised system to a pressurised system for example, a regular boiler with a tank, converting to a combi boiler would pressurise your system and present this risk listed above.

We have assumed that your property is in a good state of repair and contains no structural defects or weaknesses. We will not be responsible for any damage caused to your property as a result of any existing defects.

Whilst all reasonable care will be taken by Glow Heat, it accepts no liability for any damage to existing plaster work, decorations, flooring or the like which may be consequent upon the carrying out of the work detailed. Cuts or holes made to allow for equipment will be made good but not permanently finished or re-decorated. Floor boards will be reinstated or replaced where necessary, but special and/or laminated floors cannot be permanently re-fixed. Any carpets which are lifted will be re-laid to the best of our operative's ability, however, we cannot be held responsible for carpets which have been nailed or glued down. It should be anticipated that an amount of redecoration may be required, and this will be the customer's responsibility and is not included in the price.

Sometimes things do not go to plan with the installation of new equipment. The customer agrees to give the Company and its engineers reasonable opportunities to put thing right by providing access to the installation address and time to remedy any faults or problems. In addition to this, the customer undertakes to minimise or avoid any losses it may suffer as a result of the actions (or non-actions) of the Company or the appointed Engineer.

It is the responsibility of the customer to undertake a party wall agreement with any neighbouring properties where required in advance of the Company attending site to carry out work.

In instances where a customer’s boiler is converted from a conventional/regular boiler to a combination boiler; prices shown on the website are assuming that the new boiler will be placed in the same location as the current boiler. Additional charges will apply for relocations.

Debris will be removed from site as part of the contract price, but this does not include the removal of any dangerous/hazardous waste material such as asbestos which we become aware of before or during the installation. It is the responsibility of the customer to arrange for the safe removal and disposal from site at their own expense and to provide Glow Heat with a Clean Air Certificate as proof this work has been completed. A re-attendance charge is payable from the customer to Glow Heat if a re-attendance is required once the dangerous/hazardous material has been removed. The customer is responsible for disposing of any packaging.

Whilst every effort is made to ensure the delivery and installation timescales agreed during the ordering process are met, Glow Heat reserves the right to delay installation for reasons including (for example) fires, strikes, illness, severe weather, lockouts, terrorism, war and any other causes beyond the control of Glow Heat interfering with its execution or completion of the contract. Time shall not be deemed to be the essence of the Contract.

7. Warranties and Guarantees 

Gas Boiler Warranty: All gas boilers installed by Glow Heat are provided with the benefit of a manufacturer backed parts and labour warranty. This means that subject to the following terms and conditions, should a fault develop with your boiler during the warranty period following its installation, the manufacturer of your boiler will repair that fault free of charge if you have upheld their warranty conditions – these can be found in your boiler manual or on the manufacturer website. Glow Heat will register your boiler with the manufacture on your behalf, an email or letter confirmation will be sent directly to the installation address within 8 weeks of your completed and paid for install.

Installation warranty: All parts installed by Glow Heat are covered by a 12-month Glow Heat backed installation warranty.

Timers and controls: All our timers and controllers typically come with a 24-month warranty from date of installation, from time to time certain manufacturers will increase or decrease this warranty term, should this be the case, we will denote this on your order.

Notification of warranty claims: You must notify the relevant manufacturer of any warranty claim as soon as reasonably possible after becoming aware of the fault or issue in question, using the contact details set out in the instruction manual.

Warranty conditional upon annual service at your cost: In order to benefit from the above boiler warranty, you must arrange for your boiler to undergo an annual safety inspection and service for each year of the applicable warranty period. The cost of this annual inspection and service is not included in the price of this contract unless indicated and must be paid for by you in addition. Glow Heat can carry out annual inspections and services for you for an additional charge or you can arrange for another supplier (who must be Gas Safe registered) to carry these out for you instead.

Exclusion of your existing system: The above warranty applies only to your new boiler, its timer and controls and does not extend to cover your existing wider central heating and plumbing system (any components not supplied by Glow Heat such as existing radiators, pipe-work, showers, taps etc.) or the drains at your home. Whilst Glow Heat will endeavour to advise you of any potential problems or issues with your existing system which are obvious on a visual inspection of the easily accessible parts of that system prior to commencing work, Glow Heat will not be obliged to carry out a detailed inspection of all parts of that system (for example, of any pipes buried under floorboards) and all installations are carried out by Glow Heat on the assumption that your existing system is and will be maintained by you in a satisfactory condition. Unless directly caused by a breach by Glow Heat of this contract, Glow Heat will not be responsible for repairing any faults or issues which may develop in future with your existing system and/or drains and/or for any loss or damage which may be caused by your existing system and/or drains.

8. Communication
Communication between the customer and Glow Heat will be predominantly by email. The customer's email address used by Glow Heat will be the same one supplied by the customer during the ordering process. Where required, us or the installer assigned to your job may also contact you via telephone or text message, again using the contact information you provided at the checkout point.

When the customer places an order with Glow Heat via the website or telephone, Glow Heat will send the customer an email acknowledging the order and stating;  

 A. The total cost of the order including VAT at the prevailing rate
B. What happens next (installer contact, requirements of the customer)
C. Information on how to terminate the contract and apply for a refund
D. An address where complaints can be sent
E. Any guarantees or after-sales services you offer
F. Details of what the customer has agreed to purchase from us

We will treat all your personal information as confidential and will only use it in accordance with our Privacy Policy. In addition, we will process information about you in accordance with our Privacy Policy. By using our Website, you consent to such processing and you warrant that all data provided by you is accurate.

9. Our obligation to you
Glow Heat will provide competent qualified tradesmen using sound materials and will carry out all work using reasonable care and skill. All of our operatives will be adequately supervised when required. We will carry out all statutory notifications to local Authority Building Control & Gas Regulation. These documents should be kept in a safe place as they are important when selling your property.

Products in the market place change rapidly, therefore illustrations on our website are a guide only and products may be substituted or superseded. Any products supplied, which are different to the illustrations on our website will not be of inferior quality to the one which they replace.

To ensure that we are able to meet the requirements of our customers by providing the shortest possible lead times for installations we do on occasions employ sub-contracted labour. All of our sub-contractors are fully qualified and Gas Safe/OFTEC registered, furthermore they have met our own high standards of workmanship and are fully approved by Glow Heat.

Your obligation to us
You will need to provide free access to and from the installation property on the agreed dates so that we can deliver and install equipment. You must also provide free access to water, gas and electricity for installing and testing your new equipment.

During the fulfilment of this contract, the customer agrees to provide a safe and respectful workplace for any persons attending the installation address. Persons attending a property to carry out work connected with this contract will leave the property if rude, abusive or unsafe conditions are encountered. If this happens, it will be at the sole discretion of Glow Heat if a re-attendance is arranged and what the charge for such a re-attendance will be. In any event, no refund will be due from Glow Heat to the customer if the site is vacated for reasons of safety, abuse or general rudeness.

You should ensure that any necessary licenses, authorities or permissions including the consent of the landlord are obtained prior to any work commencing.

10. Your cancellation rights
You will lose the right to cancel set out below should Glow Heat complete the installation of your new equipment within 14 days of your order being placed and you have requested that Glow Heat perform services within this 14-day period as it will be deemed that Glow Heat has been engaged to carry out urgent maintenance or repairs at your household.

The customer has a right to cancel this contract within 14 days without giving any reason provided the following conditions are satisfied;

a. Notice of cancellation is emailed to info@glowheat.com either before any delivery is made, or within 14 days of the order being placed.

If you wish to cancel once the engineer is allocated and you are still within the 14-day cancellation period, the supply of goods will be deemed to be benefiting from enhanced delivery chosen by the customer and you will be liable for the cost of the engineer's attendance and other reasonable costs associated with both the enhanced delivery and collection arranged by the Company.

Our cancellation rights
We may have to cancel a contract due to events outside of our control or the unavailability of stock. If this happens, we will promptly contact you to let you know.

Glow Heat reserves the right to cancel any online order, should we find, on arrival at the property, that it is not possible to carry out the work which has been ordered and requested by the customer. This decision is entirely at the discretion of Glow Heat. In this scenario a full refund would be provided to you, the customer.