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Term and Conditions

'We', 'us' and 'our' means CSI Limited. 'You', 'the client', 'the customer', 'your' means the person who requested our services and enters into this contract.




Section 1 - Hourly rate and call-out services


Section 2 - Fixed rate and quotations


Section 3 - Payment


Section 4 - Complaints procedure


Section 5 - Privacy Policy


Section 6 Discounts and promotions


Section 7 customer account portal









Section 1 - Hourly rate and call-out services.


1.1 Ordering our services


Our contract with you, and your service order, is not legally binding until close of business (5.00pm) the day before our engineer or contractor is due to visit your premises (or 4.00pm on the Friday before a Monday visit). You may cancel your scheduled visit at any time up to this point without incurring any charges. Cancellations made after this time may incur an administrative charge of £49.00. If we are unable to fulfil your service visit we shall not be liable for any costs associated with our inability to fulfil your service visit.


1.2 Charging for our services


We accept card payments by Visa, Visa Debit, MasterCard, Maestro and American Express. We also accept payment by BACS transfer in settlement of an account. All prices shown on this site are in GB pounds and exclude VAT unless otherwise stated. Hourly rate charges are billed in 15 minute intervals or part thereof with a minimum charge of one hour. All prices exclude parts / materials, waste disposal, congestion & parking charges (unless a parking permit for the duration of the visit is provided).


In order to secure a booking we may ask for your credit or debit card details. In the event of a chargeable cancellation or missed appointment your card will be charged the current fee as per Section A, subsection 1.1 and Section A, subsection 1.3. We may also use card details that you have provided us with to collect any outstanding balance payable on a job.


The information contained within this site is checked for accuracy however on occasions an error may occur. CSI Limited will not be liable for any errors to service descriptions or prices; however we will attempt to supply the service you require on a best endeavours basis.


1.3 Our service slots


We allocate 2 hour time slots from Monday to Friday for your visit (or weekends by prior agreement), and these are supplied on a first come, first served basis. Your engineer or trades person can arrive any time between the start of your slot and the end of your slot.


Sometimes it may be necessary to re-schedule an appointment due to factors beyond our control. If it is necessary to do this, we will attempt telephone you to try to re-schedule another appointment as soon as reasonably possible at a mutually convenient time.


1.4 Missed Appointments


If you are unable to keep a service appointment please contact us to re-book the appointment on 0207 993 2002 as soon as possible. Cancellations made after 5.00pm the day before the appointment is due (or 4.00pm on the Friday before a Monday visit) may incur an administrative charge of £49.00. If you are not available to accommodate the trades person at the agreed appointment time we will charge you for one hours labour at the prevailing rate.


1.5 Warranty


All of our services carry a six month warranty on parts and labour. If a problem recurs on a fault which we fixed or any fault occurs which directly relates to the work we carried out we will rectify the problem at our cost. If you ask us to visit you for a fault which is not covered by this warranty or is subsequently found to be due to user error, user damage or because of something that you have done to cause the problem, we will levy a call out charge of £69.00 plus VAT.


1.6 Payments


For jobs where an hourly rate is applicable, the first hour's payment will be pre-authorised using your credit or debit card, which will be charged within 5 days of completion of the job for the outstanding balance. Where we are undertaking work for which a quote has been accepted by you, we will usually ask for a deposit. The balance of the work is payable within 5 days of completion of the work. For visits to quote for a job, no charge will be levied until the visit is complete upon which time an administration charge of £10.00 will be applied to your account. If we receive your response (whether you accept the quote or not) within 14 days of us issuing you with the quote, the £10.00 fee will be waived. Certificates or documents (e.g. Gas safety certificates) cannot be issued until payment is made in full. For outstanding payments refer to Section C.


1.7 Delivery charges


Where possible our engineers carry spare parts, however, it may not always be possible to carry the spare part required in order to effect a repair. In these cases, if the part is delivered and installed on the same day of the appointment, collection is charged at the hourly rate applicable to that service. If the part is collected and installed on a subsequent visit, a fixed £19 collection and delivery charge will be applied. The time take to install the part will be charged at prevailing hourly rate.


1.8 Pricing


Unless expressly agreed in writing in advance of your appointment, there will be no deviation from our pricing structure and you will be charged for your visit at the rates indicated on our pricing page for the time period that your appointment falls upon.




Section 2 - Fixed rate and quotations

Quotes are free only at CSI's discretion. CSI reserve the right to charge our hourly rate fee at the prevailing rate where a free quote is not financially viable for us to provide but where you still wish to go ahead without a quote.


2.1 Contract


The agreed final quote represents a written contract for the exact work to be completed at the price quoted.


Any agreement made verbally is not covered by the contract unless it has been written into said contract.

The agreement is made between CSI Limited and the client. The client is identified as the person who requested our quotation.

CSI Limited will not enter into any dialogue, accept any requests or communicate in any way with anyone other than the client - except where the client has provided written permission that allows them to do so.

The acceptance of the quote, electronically or by any other means signifies a full acceptance and commitment to be bound by these terms and conditions.

Please check your quotation carefully.


2.2 Scope of quoted work


The quote written by CSI for the client represents the requests of the client. It is not a builder’s survey and we will not be held liable for any task that is not included in the written quote.


2.3 Electric and water


The client will be expected to provide electrical power, running water and toilet facilities where reasonably possible.


2.4 Boiler installations


Where we have connected new equipment to your existing system, we will not accept responsibility for the cost of repairing or replacing parts of your existing system which subsequently develops faults in that system.


We do not to accept responsibility for any leaks or damages caused by leaks from radiators, pumps or misc. pipework following the conversion of a conventional system to a mains pressurised system. Nor will we accept responsibility where your central heating system does not function properly because your water supply becomes inadequate or the water pressure is variable.


We will test your water supply pressure before we start work. As water supply rates can change, we cannot be responsible for your central-heating system failing to work properly because your water supply becomes inadequate or changes, unless an independent assessor seems that the manner in which we tested your water pressure was incorrect.


Additional terms and conditions specific to each boiler installation will be indicated on your quote, and form part of these terms and conditions.


2.5 Condition of existing walls and ceilings


Unless specifically mentioned, no provision is made for repair of plastering beneath papered walls or ceiling surfaces, as it is assumed that such plastering is in good condition, and is suitable to take treatment specified. Similarly, the costs of the repairs and renewals of any defects which are not visible at the time of estimating will be chargeable, unless allowance for such items is specifically included in the estimate.


2.6 Insurance


Irrespective of any insurance carried by CSI Limited, the customer must inform his or her insurer that building works are to be carried out on the property and satisfy himself or herself that he / she is adequately covered by insurance. Unless expressly agreed, CSI are not liable for the loss of or damage to the works, materials on site or any property of the customer, unless the same is caused by negligence (as defined in the Unfair Contract Terms Act 1977) of, or breach of contract by us.



2.7 Cancellation


In the event of cancellation by the client, the client agrees to notify CSI in writing or by email 28 days before the project start date. In the event that CSI is not notified of the cancellation, the client agrees to pay all of CSI's administration, lost work and scheduling costs amounting to not less than 15% of the total project cost.


If the customer elects to cancel our services after we have begun work the customer agrees to pay all of CSI's administration, lost work and scheduling costs amounting to not less than 50% of the total project cost. Postponement of scheduled works rather than cancellation is acceptable only if the rescheduled date is bona fide and within 2 weeks of the initial date scheduled. Should further postponement occur, you will be deemed to have cancelled our services and the cancellation levy will apply as above.


2.8 Materials


All necessary materials can and will be provided by us unless otherwise agreed and will always be of high quality and used in an appropriate manner as per the manufacturer's guidelines. Where it is necessary to match existing décor, our work will be carried out with this in mind, using appropriate materials that provide an exact match where possible. If an exact match will not be achievable, the client will be consulted. CSI Limited is not responsible for the performance or suitability of any materials, parts or products purchased directly by the client and allows CSI to use these at their own risk.


2.9 Changes to your quote


Any quote or estimate is subject to revision if there are any changes to the nature or extent of the requested work. This may apply to both labour and materials. However the quote will not be amended without consultation with the client.


2.10 Completion time scales


Estimated completion times are guidelines and although we will endeavour to complete the work in the time frame intimated, we will not be held liable for failure to complete the scheduled works within the estimated time frame. Similarly, it may be that by employing extra resources we can finish a project more quickly than estimated. In which case the price of the quote will still remain the same.


2.11 Radiators


It is not normally necessary to remove radiators, but if their removal is requested, it can be done for an additional charge. This charge will also cover their subsequent re-installation.


2.12 Storage of tools


We may on occasion request that tools be left on site overnight. The client reserves the right to decline such requests.


2.13 Validity period of quotes


Quotes are valid for 28 days from issue.


2.14 Damages and sub-standard workmanship


It is the responsibility of the client:


To remove valuable and/or fragile items from the areas to be decorated.

To remove pictures and other wall-hangings.

To remove electrical goods.

Assistance can be provided with the repositioning and/or removal of bulky furniture items and white goods, but will incur an additional charge. We reserve the right to decline to move white goods if the condition or position of the plumbing may incur a higher than normal risk of damage to the equipment or the property. We reserve the right to decline to move particularly heavy or bulky items if they present a higher than accepted health and safety risk. Where items cannot be covered or protected, but could easily have been removed, we will request that they are removed before work commences. We cannot be held liable for damage to such items if they are not removed.


In the event of breakage or damage to the property CSI Limited will notify the client immediately and set out steps to remedy the situation. Similarly, if at the end of the job the client is dissatisfied with any aspect of the service, they must inform us as soon as possible. Clients must allow CSI to effect a remedy using our own trades persons and under no circumstances will we be held liable for the costs of reparations by third parties that we have not expressly agreed to in writing. The client must notify CSI Limited, in writing within 24 hours of an alleged breakage or damage caused by our employees.


2.15 Additional work


We are usually happy to do favours for our clients over and above our quotations however this is expressly done at your own risk and we will not accept any responsibility for any work undertaken that is not written into the quote, including loss or damage to persons or property.


2.16 Precautions


We will take every possible precaution to ensure that all vulnerable areas and any objects left in the work area are carefully and thoroughly covered and/or masked. However, there will always remain a very small risk of overspill or dust getting past these precautions. In the rare event of overspill, dust or other cosmetic damage, we will endeavour to ensure that it is satisfactorily cleaned.


2.17 Pre-existing damage


We may take photographs of your property or complete a pre-existing damage form prior to the start of the project. In the unlikely event that we do damage your property and this is a result of our negligence, you will be covered by our insurance for the full amount. However, claims that we can dispute with photo evidence or written agreement will incur a £50 charge per complaint to cover administration costs.


2.18 Payment of quoted and fixed price work


The client agrees to pay the invoice for work a maximum of 5 days after completion of the project. In the event that the client is unhappy with the standard of workmanship, the correct complaints procedure as show in these terms and conditions must be followed. All materials purchased for, or on behalf of the client, remain the property of CSI Limited until payment of the final invoice by the client to CSI Limited. In the event of dispute, the client agrees to allow access to the property to a representative of CSI Limited to retrieve all materials that remain the property of the company. We are happy to provide invoices for businesses and individuals. However, payment is due within the time-scales as stated in the Terms and Conditions and the amount, unless amended by CSI Limited, is fixed in the quotation. Therefore, the client is liable for payment, regardless of whether an invoice has been received. A second copy of an invoice can be issued at a cost of £15 per invoice to cover administration costs.


2.19 Deposits


A deposit is required to cover material expenses.

All deposits must be made by telephone or internet payment unless agreed by CSI Limited.

Deposits are refundable at the discretion of CSI Limited.

The acceptance of a deposit or the request to begin the project by email confirmation signifies a full acceptance and commitment to be bound by the Terms and Conditions.

2.20 Completion of the project


If CSI deem it necessary, the client must make themselves available on the last day of the project for consultation and final sign-off for the project. In the event that the client is unavailable, unless otherwise agreed in writing, the client accepts that the project has been completed to their satisfaction and payment in full is due.


2.21 Termination of the contract by CSI


CSI Limited will not tolerate aggressive or rude behaviour, racism, nationalism, sexism, homophobia or ageism directed towards any of its staff or trades persons and reserve the right to terminate the project at any time in this event.




Section 3 - Payment


3.1 Payment methods


We accept Visa credit, Visa debit, Maestro, MasterCard debit and American Express cards, and by prior agreement, BACS transfers in settlement of your account. If you choose to settle your account using a Visa or MasterCard credit card, a charge of 2.5% of the account value will be levied to cover handling costs and costs imposed on us by our merchant service providers. If you choose to settle your account using an American Express card, a charge of 5.0% of the account value will be levied to cover handling costs and costs imposed on us by our merchant service providers.


3.2 Payments to trades persons


Our staffs are not permitted to accept cash - to pay for your deposit or completed job you must pay CSI Limited directly. Your account will remain outstanding until such time as CSI Limited receives payment directly by either a debit / credit card or by BACS transfer by prior agreement.


If you pay cash to any member of staff for either a deposit or completion of work, you will be in breach of your terms and conditions and an administrative charge of £50.00 will be charged. Additionally any deposit you have paid for completion of work will be returned less an 80% administration charge.


3.3 Payment time scales


The client agrees to settle any outstanding balances no greater than 5 days of completion of the work. Furthermore the client agrees that card or account information provided to CSI Limited, may be used to process the outstanding amount. CSI Limited is fully compliant with PCI DSS rules as well as the Data Protection Act in this matter. 


Should the outstanding balance not be settled within 5 days, CSI Limited, in line with current legislation, reserve the right to levy an administration charge as follows:


(a) For a debt less than £1000, the sum of £40

(b) For a debt of £1000 or more, but less than £10,000, the sum of £70

(c) For a debt of £10,000 or more, the sum of £100


In addition to the above sums, interest will be charged on a daily basis at the rate of 8% APR until such time as the debut is cleared in full.


3.4 Unpaid accounts


In the event that CSI Limited cannot recover any outstanding amount after 10 working days, we may employ the services of a debt collection agency. the client accepts that the debt collection agency will increase the outstanding amount to cover their costs - this fee is levied as soon as the debt is passed from us to them and usually amounts to 33% of the cost of the invoice - it is therefore strongly in your interests to settle your invoice as soon as possible to avoid these extra costs. Once the debt passes from us to the debt collection agency, we have no further involvement in the account and cannot reverse the process or any associated fees.




Section 4 - Complaints procedure


CSI are committed to ensuring that our customers are satisfied with our service. If for any reason you are not, you must follow our complaints procedure as set out below:


In the first instance contact us by telephone to let us know if you are unhappy with any aspect of our service as soon as possible. If you are unable to resolve your problem with the member of staff who is handling your order you should request a call back from the Team Manager. If it is a small problem that is within our scope to rectify immediately we will do so there and then. It is always helpful to put the facts as you see them, and the outcome you are expecting, in an e-mail to your allocated customer service adviser. This will help them to understand your complaint clearly.


If you are still unhappy after we have tried to rectify the problem, if the person that you speak to by phone cannot help you or if you have a dispute about the facts of a situation, you must put your complaint in writing, addressing it to the Customer Service Department. The address for complaints is CSI Limited, Northway House 1379 High Road, London, N20 9LP.


Please provide as much detail as you can. If your complaint is about a service that we have provided to you, your letter should contain your account number, your order number and a full breakdown of the specific complaint, including the name of the person whom you spoke to first and, for quoted work, a copy of the quote and a list of items that you feel have not been provided to your satisfaction.


After receiving your written complaint, the Customer Service Department will undertake an investigation. The result of this investigation will be communicated to you in writing, within 28 days of us receiving your letter. If the balance of your account has already been charged to your card, and we agree after having completed our investigation that you are due a refund, we will issue this refund with 5 days of the date of completion of the investigation.


If your complaint is about a service that we have provided to you, you must:


Pay the undisputed part of your account (unless the balance has been collected from your card already).

Let us know within 24 hours of completion of the work.

Complaints received that have not followed this complaints procedure will not be investigated.


Section 5 - Privacy Policy 


We will never sell or otherwise pass on your contact details to any other company or third party, unless required to do so by law. When you contact us, your details may be retained to assist with your enquiry. Your details will be used for correspondence and may also for marketing purposes by CSI. If you do not wish for your details to be used for marketing purposes please contact us.


CSI Limited collects details about you from your use of our service and your visits to our web site and other sites accessible from them. We also collect information about the transactions you undertake including details of payment cards used. Card information is encrypted on our server and is held only for as long as is necessary for the management of your account with us.


We may collect additional information in connection with your participation in any promotions or competitions offered by us and information you provide when giving us feedback. We also monitor customer traffic patterns and site use which enables us to improve the service we provide.


Cookies - "Cookies" are small pieces of information sent by a web server to a web browser, which enables the server to collect information from the browser. CSI uses cookies for a number of purposes, for instance to enable us to simplify the logging on process for registered users, to help ensure the security and authenticity of registered users, to provide the mechanisms for online payments and to enable traffic monitoring. Non-registered visitors of the site are sent anonymous cookies to keep track of their browsing patterns and build up a demographic profile.


Whilst you do not need to allow your browser to accept cookies in order to browse much of our web site or to access many of our services, you must have cookies enabled if you wish to pay for services online or access any areas reserved for account holders. Most browsers allow you to turn off the cookie function. If you want to know how to do this please look at the help menu on your browser.


Access rights - To obtain a copy of the personal information CSI Limited holds about you, please write with full details to us at: Data Protection Officer, CSI Limited, Northway House 1379 High Road, London, N20 9LP. Enclosing your cheque or postal order for £10 payable to CSI Limited.




Section 6 Discounts and promotions


From time to time CSI run promotions and offers - these promotions and offers come with the following conditions:


Discount is limited to labour costs only on hourly rate jobs, half-daily rate jobs and daily rate jobs unless otherwise specified.

Materials costs are not included in the promotion unless otherwise specified.

Fixed price quotations or fixed price work (such as Periodic Inspections etc.) are not included in the promotion.

Discounts cannot be combined - one promotional discount may be used per transaction.

Offer periods are limited - refer to the specific promotion for validity period.

Existing customer offers are available only to customers who have previously had at least one completed paid job with CSI.

Competition winners must agree to consent to having their name and photograph used in any CSI publicity.

CSI reserve the right to withdraw this offer at any time.

Errors and omissions accepted.



Section 7 customer account portal


7.1 CSI may at its discretion provide you with access to your account via our online portal. So that you can access your portal, you must supply us with your email address and a password.


7.2 You must not give your account details to anyone else and inform us immediately if you suspect your account has been breached. For security reasons, if you enter incorrect details into our system three times your account will be locked out and you must call us to have your account unlocked.


7.3 Access to your portal is provided as a free service, and as such CSI accepts no liability whatsoever for any losses or damage incurred as a result of our inability to provide you with access to our portal, or any documents contained or held within our portal.

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