These terms and conditins explain the how we’ll carry out the work we’ve quoted you for, your agreement with Glow, how to cancel the intended work and also how to make a complaint.
Your quote is valid for 28 days from the date we issue it to you. If you don’t accept the quote within this time frame but decide you want to go ahead with the work after 28 days, we may need to give you a new quote.
We’ll complete the work provided in your quote in accordance with industry standards. If existing parts need replacing, we’ll replace with similar functionality. These may or may not have exactly the same features or be an identical model or type of product or fitting. For example, we may replace a specific electrical fittings with brass or chrome versions. Alternatively, you can purchase a fitting yourself, and provided we approve of it our engineer will fit it.
We will send a Glow engineer to carry out the work. From time to time we may need to send a fully qualified, gas safe contractor to carry out the work.
We’ll carry out the work on the date and time we agree with you when you accept the quote we provided you with. Work must begin within 90 days of your acceptance of the quote and be carried out between our normal working hours – 8am to 7pm Monday to Friday.
As mentioned in the quote we provided, from time to time, unrelated faults can crop up when we carry out your repair work. Your quote is only for the work we’ve originally agreed with you. If any unrelated faults occur, we’ll provide you with a separate quote needed for unrelated faults.
Unrelated faults examples:
Any additional costs will be agreed with you and we’ll provide you with an additional quote before starting any additional work.
Your agreement is bound by the laws of whichever country the property included in your agreement is in, whether that be in England, Wales or Scotland.
Any deposit shown on your quotation must be paid when you accept your quote. Unless we’ve agreed that you can pay in instalments, you’ll need to pay the balance we’ve quoted you once we’ve finished the work.
We guarantee to fix any faulty work that we’ve carried out, and repair or replace any faults parts we’ve supplied for 12 months from the date that we carried out the work. This does not affect your statutory rights under the Consumer Rights Act 2015.
We’ll always provide you with the best time estimate for completing the work and we’ll always do our best to keep to this estimate, unless something beyond our control makes that impossible. If something beyond our control happens, we’ll always endeavour to let you know as soon as possible.
It’s your responsibility to give us access to your home. If we can’t access your home on the date agreed to carry out work then we’ll have to arrange for the work to be carried out on a different date. Our engineers will only work in your home in there’s someone 18 years or older there at all times. If we’re carrying out a job that may take a full day or possibly two days, we don’t require you to stay in the property for the whole time of the work.
We won’t start or continue work in your property if we believe there’s a health and safety risk. And we won’t return to complete the work if the health and safety risk has gone. The risk can include hazardous chemicals, vermin or pest infestations or verbal or physical abuse.
If any asbestos needs to be removed before we can carry out the intended work, you’ll need to arrange and pay for someone to remove it. They will need to provide you with a Certificate or Reoccupation, which we’ll need to see.
If the earthing arrangements in your home don’t meet the standards set out in the current Electrical Engineers Regulations our engineer will let you know what work needs to be done to rectify this. We may not be able to carry out the work we originally quoted for until this work has been done. The engineer who visits you on the day will make this decision.
We won’t be responsible for faults that existed before we gave you a quote including those which we may have told you about on a previous visit and those which we could not have reasonably known about when we gave you the quote. We also won’t be responsible for the cost of repairs or gaining access to repairs of there are design faults to your property where we’re working, unless of course we are responsible for the design faults.
We don’t accept liability for any an authorised work, so it’s your responsibility to get any permission needed for the work. For example, if you don’t own the property, you’ll need to get the owner’s permission first. If any claims are made against us for work carried out without proper permission, you’ll be responsible for any losses or costs to us.
If you want independent advice about your rights, you can contact Citizens Advice or Trading Standards.