Terms & Conditions
WESTFLOW
Customer Terms & Conditions
Heating, plumbing, drainage, air conditioning, call-outs and Service Plans
Version 1.0 | 23 July 2026
Westflow Limited | Company number 09556718
17 Westfield Road, Surbiton, England, KT6 4EL
020 8702 0040 | info@westflow.co.uk
Please read these Terms before booking
These Terms explain the basis on which Westflow supplies services. The quotation, booking confirmation or Service Plan summary may contain additional job-specific information. If there is a conflict, any term specifically agreed in writing for the job will take priority, except that nothing can remove a customer’s statutory rights.
1. About Westflow and these Terms
1.1 Westflow Limited is a company registered in England and Wales under company number 09556718. Our registered office is 17 Westfield Road, Surbiton, England, KT6 4EL. You can contact us on 020 8702 0040 or at info@westflow.co.uk.
1.2 These Terms apply when we provide Services to a consumer. If you are buying wholly or mainly for business purposes, additional or different terms may be stated in the quotation or agreed in writing.
1.3 Nothing in these Terms limits or excludes any right or remedy that cannot lawfully be limited or excluded, including your statutory consumer rights.
2. Definitions
2.1 “Customer”, “you” and “your” mean the person who asks us to provide the Services and is responsible for payment.
2.2 “Property” means the premises at which the Services are to be supplied.
2.3 “Services” means any heating, boiler, gas, plumbing, leak investigation or repair, drainage, jet washing, power flushing, air-conditioning or climate-control work, installation, servicing, maintenance, diagnostic call-out, landlord safety service or Service Plan supplied by Westflow and described in a quotation, booking confirmation, invoice or Service Plan summary.
2.4 “Service Plan” means a fixed-term maintenance or support plan paid for by monthly payments and described in the applicable plan summary.
2.5 “Writing” includes email and electronic acceptance through a system such as ServiceM8. It does not include verbal acceptance unless we confirm it in writing.
3. Quotations, acceptance and contract formation
3.1 Unless stated otherwise, a quotation is valid for 30 days from its date.
3.2 A quotation describes the work and known charges included. Any estimate is an informed indication rather than a fixed price and may change if the scope, site conditions or information available changes.
3.3 You may accept a quotation by email or through the electronic acceptance method provided. A contract is formed when we receive that acceptance and issue written confirmation or otherwise begin the agreed work at your request.
3.4 Verbal approval alone does not form a contract unless we subsequently confirm it in writing.
3.5 If additional work becomes necessary or you ask us to change the scope, we will explain the change and provide a revised or additional quotation before carrying out the extra chargeable work, except where immediate action is reasonably necessary to prevent danger or serious damage and it is not practicable to obtain approval first.
3.6 Dates and times are estimates unless we expressly agree a fixed deadline in writing.
4. Prices, VAT and additional charges
4.1 Prices shown to consumers include VAT unless we clearly state otherwise. The quotation will show the total amount payable and any known charges.
4.2 Known parking, permit, congestion, access or similar third-party charges will be considered and included in the quotation before you accept it and before work begins.
4.3 If a third-party charge could not reasonably have been identified at quotation stage, we will discuss it with you before incurring it where practicable.
4.4 The price may change if information supplied by you is incomplete or inaccurate, hidden or unforeseen conditions are discovered, the requested scope changes, or additional work is agreed. We will explain and obtain written approval for additional chargeable work.
5. Deposits, materials and staged payments
5.1 We may require a deposit for installations, larger jobs, special-order goods or other work. Any deposit and its due date will be stated in the quotation.
5.2 We may agree staged payments for installations or larger projects. The stages and payment dates will be agreed before work begins and stated in writing.
5.3 Once a quotation has been accepted, we may order materials before a deposit is received unless the quotation says otherwise.
5.4 If you cancel outside any applicable statutory cancellation right after we have reasonably committed to non-returnable, bespoke or specially ordered materials, we may retain or charge reasonable non-recoverable costs, subject to consumer law and our duty to reduce avoidable loss.
6. Appointments, access, cancellation and delay
6.1 You may rearrange or cancel an appointment without an appointment charge by giving us at least 24 hours’ notice.
6.2 If you cancel with less than 24 hours’ notice, we may charge 50% of the booked service price, reflecting the appointment time reserved and losses we reasonably incur.
6.3 If you do not attend, cannot be contacted, or do not provide the agreed access, we may charge the full booked service price.
6.4 The charges in clauses 6.2 and 6.3 will not apply where you validly exercise a statutory cooling-off right before work starts, where cancellation results from our breach, or to the extent the charge would exceed our reasonable loss.
6.5 You must provide safe and timely access to the Property, relevant appliances, controls, meters, pipework, drains, outdoor equipment and any area reasonably required for the Services.
6.6 If we cannot complete work because access, utilities, permissions or accurate information have not been provided, we may charge for the time reasonably spent and arrange a further chargeable visit.
6.7 We may need to rearrange an appointment because of emergencies, illness, traffic, weather, delayed parts or other operational circumstances. We will give as much notice as reasonably possible and will not charge you for a rearrangement made by us.
7. Consumer cooling-off rights
7.1 If you are a consumer and enter into a contract online, by telephone, by email or away from our business premises, you will normally have 14 days from the day after the contract is made in which to cancel, unless an exception applies.
7.2 You may cancel during that period by making a clear statement to us. You may use the cancellation form in Schedule 1, but you do not have to use it.
7.3 If you ask us to begin the Services during the 14-day period, you expressly request early performance. If you then cancel, you must pay a proportionate amount for Services supplied up to the time you cancel.
7.4 If the Services are fully performed during the 14-day period after your express request and acknowledgement, your statutory right to cancel may end once performance is complete.
7.5 The statutory right to cancel does not normally apply to urgent repair or maintenance work specifically requested at your home to the extent required to deal with that emergency. It may still apply to additional non-urgent work or goods supplied at the same visit.
7.6 These statutory rights are separate from the appointment arrangements in section 6.
8. Call-outs, diagnosis and exploratory work
8.1 A basic call-out includes the initial engineer visit and up to one hour to investigate or diagnose a heating, air-conditioning, plumbing, drainage or leak-related issue, unless the booking confirmation states otherwise.
8.2 Reasonable minor remedial work that can be safely completed within the included time and without replacement parts may be undertaken as part of the call-out. Additional labour, specialist equipment and replacement parts are chargeable.
8.3 Replacement parts will be explained and quoted before they are supplied or fitted, except for low-value consumables expressly included in the booked service.
8.4 The call-out or diagnostic charge remains payable if no fault is found, the source of the problem cannot be confirmed during the included time, further investigation is recommended, or you choose not to proceed with a repair quotation.
8.5 Investigative and exploratory work is chargeable even where the source of a leak, blockage or intermittent fault is not identified immediately. We will explain any recommended next step and likely additional cost.
9. Heating, boiler and gas services
9.1 A boiler service is routine inspection and maintenance. It is not a substitute for a diagnostic call-out. You must tell us when booking about any known fault, error code, leak, unusual noise, pressure loss or other pre-existing issue.
9.2 During a service, the engineer may need to remove, clean and refit components. Routine seals and washers reasonably required as part of the booked service are included unless the quotation states otherwise. Other replacement parts, specialist kits and remedial work are quoted separately.
9.3 If a faulty component or additional work is identified, we will explain the issue and provide a quotation before carrying out additional chargeable work.
9.4 Gas work will be carried out only by or through appropriately Gas Safe registered businesses and engineers who are qualified for the category of work. The registration details applicable to the job are available on request and will be shown on documentation where required.
9.5 If an appliance or installation is considered unsafe, we will explain the concern and may isolate, disconnect, label or otherwise make the appliance safe in accordance with applicable law and professional safety procedures. We will provide relevant warning or safety information.
9.6 Landlord gas safety services cover the appliances and scope stated in the booking or quotation. Additional appliances, remedial work and replacement parts are chargeable unless expressly included.
9.7 Power flushing and system cleaning cannot correct every underlying defect. Existing corrosion, leaks, blockages, weak components or installation faults may become apparent during or after cleaning and may require additional quoted work.
10. Plumbing, leak investigation and drainage
10.1 With your permission, investigation may require us to lift accessible flooring, remove panels, open boxing or gain access to concealed pipework or fittings.
10.2 Unless the quotation expressly includes it, our price does not include redecoration, retiling, replacement flooring, specialist joinery or other making-good work following reasonable access or investigation.
10.3 We will take reasonable care when gaining access. If damage is caused by our failure to exercise reasonable care and skill, we will address it in accordance with your legal rights. This does not include unavoidable disturbance that we explained and you approved as necessary for access.
10.4 Drain clearance removes the blockage identified at the time of attendance but does not guarantee that the drain will not block again. Recurrent blockages may be caused by damaged, collapsed, displaced or incorrectly installed pipework, roots, foreign objects or continuing misuse.
10.5 Jet washing is a separate service unless expressly included. Westflow does not currently provide CCTV drainage surveys unless this is added to a quotation through an approved third party or future service offering.
10.6 If additional defects are discovered, we will explain the options and quote separately for remedial work.
11. Air conditioning and climate-control services
11.1 The service level, number of indoor and outdoor units, additional-unit charge and maintenance tasks included are those stated in the booking, quotation or service description.
11.2 Maintenance prices exclude replacement refrigerant, condensate pumps, motors, controls, spare parts and remedial repairs unless expressly included.
11.3 You must provide safe access, a suitable electricity supply and, where cleaning requires it, reasonable access to water and drainage.
11.4 Jet washing or water flushing will only be undertaken with your permission and where the engineer considers it safe and suitable for the equipment and surroundings.
11.5 If a unit is inaccessible, heavily contaminated, unsafe, damaged or unsuitable for the booked service, we may stop work, decline to return it to operation or take it out of service where reasonably necessary for safety. We will explain the reason and provide a quotation or recommendation for further work where appropriate.
11.6 Work involving refrigerants or equipment containing fluorinated greenhouse gases will be undertaken only through appropriately certified businesses and by personnel holding the qualifications required for the work. Applicable certification details are available on request.
12. Parts, materials and ownership
12.1 Materials and products supplied will be of satisfactory quality, fit for any purpose made known and as described, subject to your statutory rights.
12.2 Where a particular make or model becomes unavailable, we will discuss a suitable alternative before supply.
12.3 To the extent legally possible, materials and products supplied by us remain our property until the relevant invoice is paid in full. We will not enter your Property or remove installed items without your consent or lawful authority.
12.4 Risk of loss or damage to supplied materials passes to you once they are delivered to the Property or installed, except to the extent caused by our negligence or breach.
13. Payment and overdue sums
13.1 Unless the quotation or invoice states otherwise, payment for one-off work is due within seven days after completion and the date of the invoice.
13.2 You may pay by the methods we make available, which may include card, bank transfer and, where set up, Direct Debit.
13.3 If payment is overdue, we may send reminders, suspend non-essential future work or Service Plan benefits, and take reasonable steps to recover the outstanding amount.
13.4 We may seek reasonable and lawful costs actually incurred in recovering an overdue amount. We do not impose a recurring 10% monthly late-payment charge on consumer invoices under these Terms.
13.5 If you genuinely dispute part of an invoice, please tell us promptly and pay any undisputed amount by the due date.
14. Workmanship guarantee and manufacturer warranties
14.1 We provide a 12-month workmanship guarantee beginning on the date the relevant work is completed.
14.2 The workmanship guarantee covers defects resulting from our failure to carry out the work with reasonable care and skill. We may inspect and, where appropriate, reperform or remedy the affected work.
14.3 You must notify us within a reasonable time after discovering an issue and allow us a reasonable opportunity to inspect and put right any work for which we are responsible.
14.4 The workmanship guarantee does not cover faults caused by misuse, neglect, accidental damage, frost, flooding, limescale, lack of maintenance, alterations or interference by others, pre-existing defects, failures elsewhere in the system, or normal wear and tear.
14.5 Parts and products may carry a manufacturer warranty. Barnaby or another authorised Westflow representative will assist with applicable manufacturer warranty claims. Any manufacturer warranty is additional to, and does not replace, your statutory rights against Westflow as the supplier.
14.6 Nothing in this section limits your statutory rights, including rights where goods or services do not conform to the contract.
15. Service Plans and monthly payments
15.1 Each Service Plan is a fixed 12-month contract unless the plan summary expressly says otherwise. The applicable price, included services, call-outs, allowances and exclusions are shown in the plan summary accepted by you.
15.2 The plan begins on the date shown in the confirmation and ends at the end of the 12-month term unless you accept a renewal offer. It does not automatically renew under these Terms.
15.3 We may offer renewal before the end of the term. The renewal offer will state the price and terms that would apply. The price remains fixed during the current 12-month term unless a change is required by law or taxation.
15.4 Monthly payments are due on the agreed dates. Direct Debit details and the payment mandate will be provided through the selected payment provider. Your rights under any applicable Direct Debit Guarantee are not affected.
15.5 If a monthly payment fails, we will notify you and normally allow seven days for it to be brought up to date. We may suspend plan benefits while payments remain overdue. Repeated failed payments may result in the plan being ended and a reasonable early termination amount becoming payable.
15.6 You may cancel a Service Plan at any time by giving written notice. If you cancel during the initial 12-month term, we may charge a reasonable early termination amount reflecting the loss and costs caused by early cancellation. This will take account of payments already made, benefits already used and costs we reasonably save because future services will not be supplied. It will not automatically be the whole remaining balance where that would exceed our reasonable loss.
15.7 Moving home does not automatically end the plan. You remain responsible for the contract unless we agree in writing to transfer it to the new owner or another eligible person. Arranging and obtaining the new person’s agreement is your responsibility, and the transfer is not effective until confirmed by Westflow.
15.8 Included annual services, call-outs and allowances must be used during the plan term and do not roll over, generate a refund or have a cash value. Not needing a call-out is not a missed benefit; the plan provides access to the included support if it is required.
15.9 You are responsible for contacting us to arrange any included annual service within the plan term. We will make reasonable appointment availability available. If we cannot offer a reasonable appointment before the term ends after you have requested one in good time, we will offer an appropriate alternative rather than allowing the benefit to expire solely because of our availability.
15.10 Appointments remain subject to availability and the access requirements in section 6. A missed Service Plan appointment or failure to provide access may result in a charge of up to £114, provided the charge was made clear when the appointment was booked and reflects the loss reasonably incurred.
15.11 Any parts and labour allowance applies only to eligible work approved and completed by Westflow during the plan term. It cannot be exchanged for cash, transferred between plan years or used for work outside the plan scope. Premium plan allowances are intended to be £200 where stated in the accepted plan summary.
15.12 Plan call-outs, services and discounts apply only to the Property, equipment and service scope recorded for the plan unless we agree otherwise in writing.
15.13 Statutory cooling-off rights may apply when you join a Service Plan at a distance or away from our premises. Section 7 applies.
16. Customer responsibilities
16.1 You must provide accurate information about the Property, equipment, known faults, access, parking restrictions and any relevant health or safety risk.
16.2 You must obtain any permission required from an owner, landlord, managing agent, freeholder or other responsible person before work begins.
16.3 You must keep children, pets and other persons away from the working area and follow reasonable safety instructions given by our engineer.
16.4 You must not tamper with, alter or permit others to interfere with work, safety labels, isolated equipment or components before any agreed remedial work is completed.
16.5 You remain responsible for routine care, operation and maintenance recommended by the manufacturer or explained by us.
17. Our responsibility and liability
17.1 We will provide the Services with reasonable care and skill and within a reasonable time where no fixed time has been agreed.
17.2 We are responsible for reasonably foreseeable loss or damage caused by our breach of contract or negligence. We are not responsible for loss or damage that was not reasonably foreseeable when the contract was made.
17.3 We are not responsible for pre-existing defects, concealed defects we could not reasonably identify, failure elsewhere in the system, or loss caused by inaccurate information, unsafe access, misuse or interference by others.
17.4 Where Services are supplied to a consumer, we are not responsible for business losses such as loss of profit, business interruption or loss of business opportunity.
17.5 Nothing excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of statutory rights, or any liability that cannot legally be excluded or limited.
18. Events outside our reasonable control
18.1 We are not liable for delay or failure caused by events outside our reasonable control, including severe weather, traffic disruption, illness, industrial action, utility failure, supplier delay, shortage of parts, changes in law or an emergency affecting another customer.
18.2 We will contact you as soon as reasonably possible, take reasonable steps to reduce the effect and rearrange the work where appropriate.
19. Complaints and alternative dispute resolution
19.1 Please send complaints to Barnaby at info@westflow.co.uk or write to Westflow Limited, 17 Westfield Road, Surbiton, England, KT6 4EL. Our Complaints Policy is available on our website or on request.
19.2 We aim to acknowledge a complaint within 72 hours and provide a full response within 10 working days. If more time is reasonably required, we will explain why and provide an updated timescale.
19.3 You must allow us a reasonable opportunity to investigate, inspect relevant work and propose an appropriate remedy.
19.4 If we cannot resolve an eligible consumer complaint through our internal process, you may be able to use the independent alternative dispute resolution service available through Which? Trusted Traders. We will provide the current contact and eligibility details in our final response or letter of deadlock.
19.5 Using our complaints procedure or ADR does not remove your right to seek independent advice or use the courts.
20. Personal information
20.1 We use personal information to manage enquiries, bookings, quotations, payments, Services, guarantees, complaints and legal or regulatory obligations.
20.2 Further information about how we use and protect personal information is set out in our Privacy Policy.
21. General legal terms
21.1 If any provision is found invalid or unenforceable, the remaining provisions will continue to apply.
21.2 A delay in enforcing a right does not waive that right.
21.3 The contract is between you and Westflow. No other person has a right to enforce it, except a person to whom a Service Plan has been validly transferred in writing.
21.4 We may use suitably qualified employees or subcontractors to provide the Services. Westflow remains responsible to you for the contract, subject to these Terms.
21.5 These Terms and the contract are governed by the law of England and Wales. You may bring legal proceedings in the courts of the part of the United Kingdom in which you live where consumer law allows.
21.6 The version of these Terms that applies is the version provided or made available when the contract is formed. We may update the Terms for future contracts and renewal offers.