Website Terms and Conditions
Apply to all users on this website
Privacy Policy
Our privacy policy applies to all users of the website and our services more broadly
Design Consultation Terms and conditions
Applies to customers when purchasing a Design Consultation. You'll also see and accept these in the purchase journey.
Homeowner Agreement
Applies to customers that purchase an installation from us. You'll also see and accept these in the purchase journey.
Heat Geek Code of Conduct
Our Code of Conduct applies to Heat Geek Installers who install using the Heat Geek Platform
We are delighted that you are beginning your Air Source Heat Pump journey and considering us to work with you. In this document you will find:
If you have any questions about this document please email us at upgrades@heatgeek.com. If you choose to agree to these terms and conditions by checking the box and entering your initials, our terms of business will become binding, and we will then send you a notification to pay the deposit amount if required.
If your property is a listed building or you are in a conservation area, you may need planning permission. You are responsible for contacting your local planning authority to obtain confirmation that planning permission is not required.
Heat Geek Installations Ltd will complete a Building Notice application and submit it to your local authority building control service. There is a fee for this, which is included in the quote.
Domestic air source heat pumps sometimes need planning consent. You should check with your local authority to find out if you need this permission or not.
In England and Scotland, most air source heat pumps do not need planning permission, but you should get advice from your local planning office for the rules in your area.
For more information: see the Planning Portal for England and Wales, and the EPlanning.Scot Portal for Scotland.
Please note that the information given below is correct at the time of this document being issued to you but may be subject to change.
In England and Wales, the government is using the Boiler Upgrade Scheme (BUS) to encourage consumers to install low-carbon heating technologies such as heat pumps. Low-carbon heating systems commissioned on or after 1st April 2022 are entitled to support under the scheme with a one-off grant.
New build properties are not normally eligible unless they are self-build projects.
Once your order is confirmed, Heat Geek Installations Ltd will verify your EPC. If valid, we will apply for the grant on your behalf and Ofgem will ask you to confirm contract acceptance.
If no valid EPC is in place, your installation will either be delayed until one is obtained, or the BUS value will be added to your balance.
You must comply with all Boiler Upgrade Scheme requirements. If you fail to meet these obligations or are deemed ineligible by Ofgem, you will become liable for the grant value.
More information:
It is recommended that you inform your property insurers about the proposed installation to check if it will increase your building’s insurance premium.
Heat Geek Installations Ltd has appropriate insurance to cover possible third-party damage, which may be caused by any of our activities in supplying a low carbon heating system to you.
Heat Geek Installations Ltd will keep your information in accordance with data protection legislation and will ensure your data will only be used for the purpose of delivering a fully compliant installation. We will only share data where required for this purpose.
As part of registering your Vaillant product(s), we are required to share key information with Vaillant and selected third-parties to fulfil guarantee obligations. By agreeing to this homeowner agreement you consent to this data sharing.
Heat Geek Installations Ltd may use subcontractors in accordance with the Renewable Energy Consumer Code (RECC). We are responsible for ensuring that all subcontracted works meet MCS and RECC standards.
We will agree installation dates with you after the order has been confirmed and we have received your deposit. This information will be available on our website in your account.
It usually takes around three days to install an Air Source Heat Pump, though this may be longer in some homes. Your installation will take place at a mutually convenient date to yourself and the installer. This will be subject to workload and availability of materials. If we learn of new information that will affect this timetable, we will let you know at the earliest opportunity.
For installations under the Heat Geek Black Label proposition it will likely take around five to eight days to install your Air Source Heat Pump, though this may be longer in some properties. The installation timeline will depend on property readiness, installer availability, materials availability, and completion of any other required works. If we learn of new information that will affect this timetable, we will let you know at the earliest opportunity.
Note: For more information about your right to cancel the contract, see the “Contract Cancellation” section.
Our Design Consultation is a non-intrusive survey, and so there may be existing faults in your home or heating system that cannot be identified during the survey process. Therefore, provision cannot be made for these in the system design if they are not disclosed during the consultation.
If, during the installation process, we uncover existing unknown or undisclosed faults such as:
Any required investigation or repair must be funded by the customer. These faults may not be apparent until work has already begun.
If faults are found, your installer can provide a quote for remedial work. With your permission, this amount will be added to your final payment. If you choose to use a third party, Heat Geek Installations Ltd accepts no liability for their work.
We reserve the right to suspend installation works where conditions are inadequate, including:
If you interfere with the system before commissioning, we cannot accept liability for resulting faults.
Heat Geek Installations Ltd warrants that installation services will be performed to a high standard by qualified engineers using reasonable care and skill. Workmanship warranty lasts two years from completion and is transferable if the property is sold.
Your workmanship warranty is insured with IWA. You will receive your policy document once the deposit is paid.
If you make a valid claim under our terms, we may reinstall or refund the relevant part of the service.
This warranty applies only if:
You must provide access and reasonable support to enable evaluation or repairs. You agree that all plant, power, and site conditions are suitable and safe.
Disputes about warranty coverage can be referred to the Renewable Energy Consumer Code’s dispute resolution process.
If the property is sold during the warranty period, the warranty passes to the new legal owner but cannot be transferred to any other party.
This warranty is governed by English law or the local law where your property is located, if outside England or Wales.
Most supplied products come with manufacturer warranties. Heat Geek will liaise with the manufacturer to secure a replacement or refund if applicable. This does not replace your legal rights under UK law.
These Terms of Business are based on a model contract created by the Renewable Energy Consumer Code (RECC). Please read these carefully as they form part of the agreement between us. This contract also complies with our obligations under the Microgeneration Certification Scheme (MCS).
The Renewable Energy Consumer Code guarantees a high quality experience for consumers purchasing small-scale renewable energy systems. It is backed by the Chartered Trading Standards Institute (CTSI) as part of the Consumer Codes Approval Scheme. Members of RECC agree to comply with this Code.
Heat Geek Installations Ltd is a RECC member (no. 00075650). See the full Code here: recc.org.uk/scheme/consumer-code.
MCS membership demonstrates compliance with rigorous industry standards. Only MCS-certified companies may enter into contracts for system installations. Our certification number is IAA10057.
The final quotation will appear on our website after the design consultation. It is valid for 30 days from issue. Contact upgrades@heatgeek.com if expired.
We will carry out all work with reasonable care and skill in line with MCS standards and your proposal timetable.
For 5 years from commissioning, your air source heat pump is guaranteed to achieve the efficiency stated in your design, except under exceptional conditions. If it fails, we will carry out remedial work at no cost to you.
Claims are subject to:
If after three repair attempts the target efficiency cannot be achieved, we will refund you the installation cost. The guarantee may be amended or withdrawn for future purchases.
Your main obligation is to complete all payments due under this contract.
A deposit (max 25%) may be required and will be insured with IWA. Deposits are refundable if the installation cannot proceed or if cancelled within the cooling-off period (less reasonable admin fees).
The balance is due within 14 days of completion and commissioning. You may withhold a reasonable portion only if minor defects exist, and must notify us of reasons in writing.
Late balances may incur 3% interest above the Bank of England base rate. Failure to pay advance payments may lead to suspension of work.
If you request changes after signing, we may approve them if feasible and permitted. All changes must be confirmed in writing within 14 days. Pricing will be adjusted by agreement or by a reasonable calculation for the extra work or materials required.
If unforeseen work arises (e.g., hidden faults or access issues), we will notify you and request confirmation before continuing. Additional costs will be calculated at a daily rate of £400–£650.
Under the Consumer Contracts Regulations 2013, you may cancel within 14 days of signing without penalty. If goods have been delivered, you may need to cover return costs (approx. 20% of goods value).
If you wish for work to begin within the cooling-off period, you must sign an express request. If you later cancel after work has begun, you may be charged for completed portions.
To cancel, email upgrades@heatgeek.com or use our online cancellation form.
If cancellation occurs after the period ends, compensation for reasonable costs may apply. Reimbursements will be processed within 14 days of receiving returned goods or notice of cancellation.
A complaint is any expression of dissatisfaction by our customers where they want us to do something about it.
We take all complaints seriously and aim to resolve them speedily and effectively to the customer’s satisfaction.
If you have a complaint, please contact us first so that we can attempt to resolve the issue directly.
To find our detailed Complaints Procedure, please visit this page.
If we are unable to resolve the issue, you can take your complaint to RECC (Renewable Energy Consumer Code). Details of how to do this can be found here: www.recc.org.uk/consumers/how-to-complain.
If a dispute arises between you and us that cannot be resolved directly, you may refer the matter to the Renewable Energy Consumer Code’s dispute resolution procedure. This process applies to disputes relating to the sale and installation of domestic renewable energy systems.
RECC is certified through the Chartered Trading Standards Institute as an Alternative Dispute Resolution (ADR) provider. You can find further information about this service on the RECC website: www.recc.org.uk/consumers/how-to-complain.
If you register a dispute with RECC, it will be allocated to a caseworker who will mediate between both parties to reach a resolution. Mediation is non-legal, designed to find a fair outcome quickly and efficiently.
If mediation does not lead to an agreement, you may refer the dispute to RECC’s independent arbitration service. Both parties must agree to arbitration if this is your choice. You will pay a small fee directly to the arbitration provider, which may be refunded if the arbitrator finds in your favour.
An arbitration award is final and legally binding on both parties. It can only be challenged under limited circumstances as set out in the Arbitration Act 1996.
Disputes related to MCS Installer Standards can also be referred to our certification body, the IAA. Their details are below:
We will always do our best to resolve issues internally before escalation, but your right to seek external resolution remains protected at all times.