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TERMS AND CONDITIONS
Last updated: October 2026
These terms apply to all work we carry out for you. Please read them before you accept a quote or book a visit. Nothing in these terms affects your legal rights as a consumer.
1. About us
We are Essential Connection London Limited, trading as The Essential Connection, a company registered in England and Wales with company number 14321434. Our registered office is Apps Court Farm, Hurst Road, Walton-on-Thames KT12 2EG. You can contact us on 07719 664615 or at essentialconnectionlondon@gmail.com. All work on gas appliances and installations is carried out by Gas Safe registered engineers.
2. Quotes, estimates and prices
2.1 A quote is a fixed price for the work described in it. An estimate is our best guide to the likely cost and may change once the work starts. We will always tell you which one we are giving you.
2.2 Written quotes are valid for 30 days unless the quote says otherwise.
2.3 Work charged by the hour is charged in half-hour increments, with a minimum charge of one hour, at the rates shown on our website or agreed with you.
2.4 Parts and materials are charged in addition to labour unless your quote says they are included. If we find that parts are needed, we will tell you the cost and ask for your agreement before fitting them.
2.5 If, once work has started, we find something that could not reasonably have been seen or known before, such as hidden damage or an unsafe existing installation, we will explain the problem and the cost of putting it right, and we will not carry out extra work without your agreement.
2.6 We are not registered for VAT, so no VAT is added to our prices.
3. Booking, access and safety
3.1 Please give us safe and clear access to the work area, and to the gas meter, stopcock and consumer unit where needed. An adult aged 18 or over must be present while we are in the property.
3.2 Please tell us before we start if you know or suspect that asbestos is present in the work area. If we find materials that may contain asbestos, we will stop work in that area until they have been tested.
3.3 If we find a gas appliance or installation that is "Immediately Dangerous" or "At Risk", we will follow the Gas Industry Unsafe Situations Procedure. This means we will explain the danger, and with your permission make the appliance or installation safe, which may include turning it off or disconnecting it. We may be required to report some situations to the gas transporter or to the Health and Safety Executive.
3.4 Our engineers may refuse to carry out or continue work if they reasonably believe it would be unsafe or unlawful to do so, or if they are subjected to abusive or threatening behaviour.
3.5 Where parking charges or congestion charges apply at your property, we may add the actual cost to your invoice. We will tell you about this when you book.
4. Payment
4.1 Unless your quote says otherwise, payment is due on completion of the work. For larger installations, such as new boilers and heat pumps, we may ask for a deposit before ordering equipment and starting work. The amount will be shown on your quote.
4.2 Business and landlord account customers must pay within 30 days of the invoice date, unless we have agreed different terms in writing.
4.3 If a consumer pays late, we may charge interest on the overdue amount at 4% a year above the Bank of England base rate. If a business customer pays late, we may charge interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998.
4.4 Equipment and parts we supply remain our property until they have been paid for in full. Manufacturer guarantees are registered, and certificates are issued, once payment has been received. We will always complete any notification that the law requires us to make.
5. Your right to cancel
5.1 If you are a consumer and you agreed the contract with us away from our premises, for example at your home, by phone or online, you have the right to cancel within 14 days of the day after the contract was made, without giving a reason.
5.2 To cancel, tell us clearly by phone, by email to essentialconnectionlondon@gmail.com, or in writing to our registered office. You can use the model cancellation form below, but you do not have to.
5.3 We will not start work during the 14-day cancellation period unless you ask us to. If you ask us to start work during that period and then cancel, you will need to pay for the work carried out up to the time you tell us you are cancelling. If the work has been completed in full at your request, you will no longer have the right to cancel.
5.4 If you ask us to visit urgently to carry out repairs or maintenance, you cannot cancel that urgent work once it has been agreed. This does not apply to any additional work or goods that you did not specifically ask for.
5.5 If you cancel, we will refund any payment due to you within 14 days of being told about the cancellation, using the same payment method you used.
Model cancellation form: To Essential Connection London Limited, Apps Court Farm, Hurst Road, Walton-on-Thames KT12 2EG, essentialconnectionlondon@gmail.com. I hereby give notice that I cancel my contract for the supply of the following service: [description]. Ordered on: [date]. Name: [your name]. Address: [your address]. Signature (if on paper): [signature]. Date: [date].
6. Changing or cancelling an appointment
Please give us at least 24 hours’ notice if you need to change or cancel an appointment. If you cancel with less notice, or we cannot get access at the agreed time, we may charge for the wasted visit. This does not affect your right to cancel under section 5.
7. Our guarantee
7.1 We carry out all work with reasonable care and skill. We guarantee our workmanship for 12 months from completion. If a fault caused by our workmanship appears in that time, tell us and we will return and put it right free of charge.
7.2 Boilers, heat pumps, controls and other equipment we supply come with the manufacturer’s guarantee. The length of the guarantee depends on the product and may depend on the equipment being registered and serviced every year.
7.3 Our guarantee does not cover faults caused by misuse, accidental damage, lack of servicing, work by others, or existing parts of your system that we did not install or replace.
7.4 Our guarantee is in addition to your legal rights. Under the Consumer Rights Act 2015, services must be carried out with reasonable care and skill, and any information we give you about the service is binding. If we do not meet these standards, you can ask us to put things right or, in some cases, ask for a price reduction. Citizens Advice can tell you more about your rights.
8. Our responsibility for loss or damage
8.1 If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our failure to use reasonable care and skill.
8.2 We do not exclude or limit our liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, for fraud, or for breach of your legal rights as a consumer.
8.3 We are not responsible for problems caused by existing defects in your property or system that we were not asked to repair, or for losses that were not foreseeable.
8.4 If you are a business customer, we are not liable for loss of profit, loss of business or indirect losses, and our total liability for any job is limited to the price of that job, except where the law does not allow us to limit it.
9. Events outside our control
We are not responsible for delays caused by events outside our reasonable control, such as severe weather, supplier delays or illness. If this happens, we will contact you as soon as possible to rearrange the work.
10. Complaints
If you are unhappy with any part of our service, please follow our complaints procedure, which is published on this website. We aim to resolve all complaints quickly and fairly.
11. Your personal information
We use your personal information as set out in our privacy policy.
12. General
These terms, together with your quote, form the whole agreement between us. If a court finds part of these terms invalid, the rest will continue to apply. These terms are governed by the law of England and Wales, and you can bring legal proceedings in the courts of England and Wales.