Terms and conditions

Business terms and conditions of sale

All orders for good and services accepted by Radiate Plumbing and Heating Services Ltd (“the vendor”) are accepted subject to the following conditions which shall form part and govern the contract of sale. Acceptance of goods/services shall be deemed to be acceptance of these conditions of sale. Any term sought to be imposed by a purchaser either in a document or otherwise that conflicts with or adds to these conditions is not accepted. No agent or representative of the vendor has authority to vary these conditions unless accepted in writing by the Director of Radiate Ltd. hereinafter referred to as “the Director”.

Availability of Goods / Services

The vendor will use its best endeavors to comply with the date named for delivery or commencement of works, the date of which is given and intended as estimate only and is not to be the essence of the contract. If owing to non-availability of the goods or any other causes beyond the vendor’s control, the vendor shall be unable to effect delivery or commencement of works they shall advise the purchaser in writing and provide an alternative date and time of supply.

Payment and Price

(a) The vendor reserves the right to vary the quoted price from 60 days after the date the quote was produced by upward additions in accordance with market conditions at the date of actual supply and the purchaser shall pay such additions in addition to the quoted price. (b) All invoices are due for payment within 15 days from the date shown on the invoice. Payment is to be made in sterling unless otherwise agreed in writing by the Director.

Property and Risk

For so long as any amounts remain owing from the purchaser to the vendor (whether immediately due or not) title to the property of the goods shall remain in the vendor and ownership will not pass to the purchaser until the vendor has received payment in full. In the event of the purchaser reselling the goods, if the vendor has not received all amounts owing to it, the purchaser shall account to the vendor for the proceeds of any such sale and meanwhile will hold all proceeds of such sale of such goods upon trust of the vendor until the vendor have received such amounts in full. The vendor shall have the right to trace all proceeds in accordance with the principles of R. V. Hallets Estates 1880 13CH.D96. At any time after the due date for payment from the purchaser to the vendor, and so long as such amounts have not been received by the vendor in full, the vendor, at the purchaser’s expense, shall have the right to enter the purchasers premises and remove here from all goods which remain the property of the vendor.

Design Variation

Whilst the vendor makes every effort to ensure that goods/services supplied correspond to in every respect with the specification or description provided as the case may be, the vendor is not responsible for the minor variations in specification, in colour or other design features, and no such minor variation shall entitle the purchaser to rescind the contract or shall be the subject of any claim against the vendor by the purchaser.


(a) No liability for any claim for damage, non-functionality or design dispute shall be accepted unless the vendor is notified in writing by the purchaser as soon as is reasonably practical of delivery/completion of works undertaken. This period may be extended at the sole discretion of the vendor where the manufacturer’s replacement policy exceeds this deadline. (b) No liability for any claim for missing items such as manuals, etc. shall be accepted unless the vendor is notified in writing by the purchaser as soon as is reasonably practical of delivery/completion of works. (c) In the case of active third-party on-site maintenance contracts, the purchaser accepts an obligation to use the services of the contracted third-party to resolve claims under clause 5(a).


(a) Our products and services are guaranteed against installation faults in material and workmanship for a period of 12 months. The Manufacturer warranty period will vary depending on the manufacturer and type of product/service. The warranty is subject to the manufacturer conditions. (b) The purchaser shall, unless otherwise, in writing, be responsible for all carriage, telephone, postal and other incidental charges incurred during the guarantee period. (c) During the guarantee period any repair or rectification performed on the product/installation must only be completed by either the product manufacturer’s service or an engineer working for, or authorised by the vendor, authorisation must be given in writing and signed by the Director. The Guarantee of any product or installation found at fault following a third party’s involvement will be void and the purchaser will be subject to the necessary repair costs. Where guarantees and warranties are not backed by insurance then this will be fully explained to the purchaser.


(a) If any part of these terms and conditions shall be found to be unlawful it shall not affect the validity or enforceability of the remainder of the conditions. (b) This contract is and shall be deemed to have been made in England and shall in all
respects be governed by English Law


Cash Sterling. Currency tendered in person. Do not send cash through the post or by carrier.

Cheques. To be made out to Radiate Plumbing and Heating Services Ltd. Please include the corresponding invoice number.

Debit or Credit Card: Please contact our office on 01392 495006 to pay by debit or credit card. A charge of 2.5% will be applied to card payments.

Bank transfers. Payment should be made to Lloyds TSB, 234 High Street, Exeter, Devon, EX4 3NL, Sort Code 30-93-14, Account Number 05615723. Account name Radiate Plumbing and Heating Services Ltd. Please contact us if you have any queries on paying by this method.

Credit Terms. Our normal credit terms are 30 days from date of invoice or supply, credit may be extended under the vendor’s discrepancy.


Radiate Plumbing and Heating Services Ltd take complaints very seriously; we aim to ensure that making a complaint is made as easy as possible by providing to the customer, several methods of contact, all of which are listed below. We promise to deal with all complaints promptly and in the strictest of confidence.

Complaints made to Radiate Plumbing and Heating Services Ltd will be used to help us learn how to improve our service for the future, we will review the complaint and ensure procedures are updated to ensure risk of dissatisfaction is minimised in the future.

Complaints resolution policy

If you wish to make a complaint you can contact Radiate Plumbing and Heating Services Ltd in any of the ways listed below.

By email at radiate [@] live.co.uk

In writing to Radiate, 50A St John’s Road, Exeter, EX1 2HR

By Phone on 01392 495006

In person  at our office, addressed above.

We will: –

Document all complaints received from Customers in a written complaints log and retain this information for a minimum period of 2 years.
Acknowledge and offer a course of action to the Customer within 28 days for all complaints.
If agreed by the Customer, carry out such remedial action within 8 weeks from the date of Customer agreement.
Try your best to settle complaints amicably with the Customer.
Offer Customers full details of why a complaint will not be upheld if relevant.
If complaints cannot be resolved between you and the Customer you will cooperate with Ombudsman Services and comply with any decision in relation to the compaint.
Ombudsman Services

As a Which? Trusted Trader and a member of the MCS Scheme, the vendor agrees to be subject to the procedure and requirements of Ombudsman Services. Ombudsman Services is a not for profit company that provides an independent, expert dispute resolution service to our Which? Trusted traders and their customers. In the event that a complaint cannot be resolved between you and the Customer under the Complaints policy outlined above, either party can contact Ombudsman Services via the Which? Trusted Traders telephone number. Ombudsman Services investigate complaints fairly and the service focuses on encouraging early agreed resolution wherever possible. Ombudsman Services is entirely independent, meaning that they assess the facts of each individual case. They do not take sides and make decisions based on the facts. The relevant terms relating to Ombudsman Services are detailed in Schedule 3 of the Which? Trusted Traders Agreement.

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