BOILERBASE
Terms & conditions
Online estimates and boiler enquiries · version 1 · 6 October 2026
1. Who you are dealing with
BoilerBase is part of Aquarius Plumbing and Heating Ltd. Our business address is 19 Vale Road, Lancaster, LA1 2JN. Gas Safe registration number: 577957. Contact us on 0800 772 0176 or aquariusplumbingandheatingltd@gmail.com. Our final written quotation and contract documents will identify the contracting business and its postal address and registration details before you enter a contract.
2. Accurate answers and photos
Please give accurate, complete answers to the best of your knowledge, provide current photos of the installation and tell us about known faults, access restrictions and changes to your requirements. Select “Not sure” or contact us if you cannot confirm an answer. An estimate is based only on the information supplied; it does not establish that an appliance or installation is suitable.
If an answer is incorrect, information is missing, or the property differs materially from what was described, we may revise or withdraw the provisional estimate before a contract is agreed. We will explain the reason and provide a revised proposal. You can decline it without an enquiry cancellation charge. This does not excuse errors or omissions for which we are legally responsible.
3. Estimates and final quotations
Online prices are estimates, not binding offers or guaranteed fixed quotations. Online estimates use quoted components and installation allowances, subject to confirmation. Boiler output, fuel compatibility, water supply, cylinder suitability, flue compliance and installation requirements must be checked before we confirm the work. We may decline a proposed installation where it cannot be carried out safely or lawfully, explaining why.
An installation contract is formed only when we have issued a final written quotation setting out the agreed scope and total price, you have accepted it, and we have confirmed the booking in writing. We will state any quotation expiry date, deposit, payment schedule and installation arrangements in that document. Once agreed, we cannot increase the price or change the scope simply by relying on the provisional nature of an earlier estimate.
4. What the price covers
The final quotation will specify the boiler, controls, filter, flue configuration, labour, materials and any selected upgrades. Customer prices include VAT where applicable. Standard installation assumptions are for a straightforward replacement with suitable existing services and safe access. System-boiler estimates assume a suitable existing cylinder is retained unless a replacement is expressly included.
Unless expressly included, work such as boiler relocation or conversion, cylinder replacement or alterations, additional gas or electrical upgrades, repairs to existing heating components, asbestos removal, scaffolding, specialist access, concealed-flue inspection, structural work, extensive roof repairs, plastering, decoration and unrelated plumbing is excluded. Necessary excluded work and its price must be explained and agreed before it is undertaken.
Our standard coverage is within 35 miles, measured in a straight line, of LA1 2JN. Outside this area you can still request an estimate; any travel or other area-related charges are excluded from the online figure and will be specified in the final quotation before acceptance.
5. Unexpected conditions and additional work
If a survey or installation reveals hidden defects, unsafe services or work outside the agreed scope, we will explain the issue and propose the necessary change and price in writing. Additional chargeable work requires your agreement; we will not impose an automatic surcharge. If you decline, we will explain the available options. Any charge for work already authorised and properly completed must reflect the agreed contract and your legal rights.
We may pause affected work where continuing would be unsafe or unlawful. We will tell you promptly, make the situation safe within our legal responsibilities, and agree how to proceed. This is not a general right to cancel an agreed contract without responsibility.
6. Access, existing systems and scheduling
Please arrange permission from the owner or landlord where needed, safe access, a clear working area and access to water and electricity. Tell us about fragile surfaces or known hazards. Existing pipework, radiators, valves and other retained components may need repair if defects become apparent; we will explain and agree any work. We remain responsible for damage caused by our failure to exercise reasonable care and skill.
Installation dates are agreed in writing. If availability or circumstances beyond our reasonable control cause a delay, we will notify you promptly and discuss a revised date and your available remedies. Your statutory rights and any expressly agreed essential completion date remain unaffected. No alternative boiler or accessory will be substituted without your agreement.
7. Cancellation and starting work early
You may withdraw a website enquiry without charge before a contract is formed. For a later contract agreed online, by telephone or at your home, statutory cancellation rights may apply. We will provide the required cancellation information, applicable 14-day period and model cancellation form before you are bound. The start of that period depends on the contract type; for a contract supplying goods with installation, it generally runs from receipt of the goods.
We will not treat submitting this enquiry as a request to start work during a cancellation period. An early start requires a separate express request and the legally required information and acknowledgements. Where the law permits a charge following cancellation, it must be proportionate to services properly supplied and comply with your cancellation rights. Deposits are not automatically non-refundable. Any cancellation charge outside statutory rights must be explained in advance and reflect reasonable actual net losses, taking account of savings and mitigation.
8. Guarantees and your rights
Manufacturer guarantees depend on the exact product, registration, installation requirements and applicable servicing conditions. Confirmed guarantee terms and any separate workmanship guarantee will be supplied with the final quotation. These do not replace your statutory rights.
Nothing in these terms excludes or restricts rights under the Consumer Rights Act 2015 or other applicable consumer law, our responsibility for reasonable care and skill, or liability that cannot lawfully be excluded, including death or personal injury caused by negligence and fraud. We do not exclude all responsibility for existing systems or installation-related damage.
9. Privacy and complaints
Our privacy information explains how enquiry details and photos are handled. For a complaint, contact us using the details above and describe the problem and the remedy you seek. We will investigate and respond within a reasonable time. These terms do not prevent you using statutory remedies or the courts available to you.