Terms & Conditions
Terms and Conditions
These are the terms and conditions on which we supply products to you, whether these are boilers or our associated installation services. These terms tell you who we are, how we will provide products to you.
1. About Us and How to Contact Us
1.1. We are Ninja Boiler Replacement & Repair Ltd, a company registered in England. We are VAT Registered. Our VAT Registration number is 462379178. Our company registration number is 15130689 and our registered office is at: 12-13 Lansdowne Terrace, Gosforth, Newcastle Upon Tyne, NE3 1HN.
1.2. If we need to contact you, we will do so by telephone, text message, WhatsApp or by writing to you at the email address you provided to us in your order.
1.3. When we use the words “writing” or “written” in these terms, this includes emails.
1.4. The contract of your installation will be with Ninja Boiler Replacement & Repair Ltd, company number 15130689.
1.5. The following terms and conditions constitute a distance-only contract between Ninja Boiler Replacement & Repair Ltd and the customer.
2. Our Contract with You
2.1. If you wish to place an order for our products and associated services, please contact us via telephone, email, or from our website to obtain a quotation. Once we have received information from you, one of our team members will contact you — initially likely by phone. A discussion will take place, and you can decide whether a home survey is needed or if the quotation will be handled over the phone.
If you choose a home survey, a suitable time and date will be arranged. If you prefer a quotation over the phone, our representative will ask relevant questions, and photos of your current boiler, flue, radiators, etc. will be required via email or WhatsApp.
Once we have the necessary information, we will provide you with a quotation in PDF format. If you accept the quote, we will confirm your order by email or phone, assigning an order number — at which point a contract will exist between you and us. A deposit will then be taken via a secure online portal.
2.1.1. On the day of installation, the final payment of the remaining balance must be made by the customer.
2.2. By placing an order, you confirm that you:
Are aged 18 or over
Are the property owner, or have the owner’s permission to install a boiler
Have provided accurate and complete information about the property and its condition
Understand the quotation assumes existing structures, materials, pipework, and systems are in good working order. Access issues, loft safety requirements, and other complications may affect the final price.
Accept that the installation will connect to your existing water, gas, and electrical systems, and we are not liable for faults in these existing systems.
Understand our service is not a decorating service — any redecoration required afterward is your responsibility.
Understand we cannot guarantee savings on your energy bills.
2.3. If we are unable to accept your order, we will inform you in writing and you will not be charged. This may happen due to stock issues, pricing errors, or unforeseen limits on our resources.
2.4. When we confirm acceptance of your order, we will:
Assign an order number
Confirm the product and total cost
2.5. If your order details change before delivery, you must notify us. Changes may affect price or delivery feasibility.
2.6. We only promote our products in the UK and do not accept orders from outside the UK.
Secure Payment
We use Worldpay’s virtual online portal, protected by Web Application Firewall (WAF), and PCI-DSS compliant security standards. It ensures secure processing of all credit card transactions.
3. Our Products
3.1. Product images shown online or in marketing are for illustrative purposes only. Actual products may vary slightly.
3.2. We do not supply twin flue boiler systems. If your current system uses twin flues or is positioned centrally in the home, contact us before ordering.
3.3. We cannot guarantee compatibility of your new boiler with existing showers.
4. Your Rights to Make Changes
If you wish to change your order, contact us. If the change is possible, we will inform you of any price, timeline, or product implications. If the change is not acceptable, you may cancel the contract.
5. Our Rights to Make Changes and Assessment of the Property
5.1. We may make minor changes to the product to:
Reflect updates to laws or regulatory requirements
Implement minor technical adjustments or improvements that do not affect usage
5.2. On the delivery/installation day, we will assess your property to confirm the information provided and ensure we can install the equipment with what we’ve brought. If not, we will explain your options — including possible delays. We are not liable for any losses (e.g. time off work) due to such delays.
5.3. If the assessment reveals:
Significant extra equipment is needed
The flue length exceeds one metre
Suspected asbestos is present
Unsafe gas supply
Complications not foreseeable during quotation
Upgrades are required to meet regulations (e.g. new valves, tanks, pumps)
We may revise your quotation. If you do not accept the changes, you may cancel and receive a refund for unprovided products. If the issues stem from incorrect or incomplete info you gave us, we may deduct costs incurred.
5.4. If asbestos-related materials are discovered, we may cancel or postpone the installation until professional removal has occurred and a Clean Air Certificate is supplied. No compensation will be provided.
5.5. We will carry out a gas soundness test. If unsafe, we will take steps to make it safe or re-pipe the system before proceeding.
5.6. We may require you to sign confirmation of any agreed contract changes.
6. Providing & Delivering the Products
6.1. During ordering, we will offer you available delivery dates. Your boiler and equipment may be delivered directly by our suppliers — someone aged 18+ must be present to accept the delivery.
6.2. Our engineers aim to arrive between 8am and 10am, unless otherwise agreed.
6.3. Delivery costs are included in the quotation.
6.4. If there is a supply delay outside our control (e.g. manufacturer delays), we will inform you. We are not liable for such delays, but you may cancel for a refund if the delay is substantial.
6.5. If the new equipment is faulty after installation (e.g. transit damage), the manufacturer will attend under the warranty. We will coordinate with the manufacturer to resolve the issue quickly, but ask for your patience in rare cases like these.
7. Installation
7.1. If you do not provide access to your property, and you have no valid reason, we may charge for incurred costs or cancel the contract.
7.2. We will drain the old system (if needed) and remove visible redundant materials.
7.3. We will perform a gas soundness test before installation. If unsafe, we will stop work until the issue is resolved — this may incur additional charges.
7.4. We will aim to terminate the condensate pipe internally. If not possible, it will be routed externally. Additional components (e.g. soakaways, condense pumps) may cost extra.
7.5. We can remove cold-water tanks or expansion tanks if they can be taken out whole. If asbestos is suspected, we will seal and leave the tank, following local water regulations.
7.6. If converting to a combi boiler, we will use the easiest pipework route — new pipes may be visible.
7.7. We will test and adjust boiler controls and complete safety checks. We’ll also show you how to use your new system.
7.8. We will wire the boiler and controls into your existing electrical system. If additional work is needed by an electrician, you are responsible for the cost and arrangements. Re-visits may incur charges.
7.9. We will register your boiler warranty with the manufacturer within 90 days. Any warranty offered is provided by the manufacturer.
7.10. We will provide you with a benchmark certificate and manuals. If not given on install day, they will be sent afterward. Please let us know before installation if you need safety certificates.
7.11. Responsibility for the products transfers to you once installed.
7.12. You do not own the products until they are paid for in full. You agree to allow us access to recover them if payment is not made.
8. Incomplete Installations
8.1. If installation cannot be completed as planned, the area will be left tidy and we’ll arrange to return.
8.2. If the issue is with your existing system, we may charge for additional visits or services.
9. Engineers
9.1. All our engineers/installers are Gas Safe licensed and carry public liability insurance.
9.2. If you ask an engineer to do extra work outside your order and we haven’t agreed to it in writing, any additional work forms a separate agreement between you and the engineer.
10. Your Obligations
10.1. You agree to:
Ensure someone over 18 is present on delivery day
Inform us of access issues (stairs, parking, etc.)
Provide accurate photos of your current heating setup (if needed)
Clear working areas before installation
Provide clear, uninterrupted access throughout the property
Allow us to store tools securely on-site if needed
Comply with any reasonable requests from us
Make us aware of any existing pumps connected to your system
10.2. You guarantee that all information provided is accurate and complete. If anything changes, you must let us know immediately.
11. Your Rights to End the Contract
11.1. You can end your contract with us at any time. Your rights will depend on what you’ve ordered, whether it’s faulty, and when you cancel:
11.1.1. If the product is faulty or not as described, you may be entitled to a full refund, repair, or replacement within 30 days of installation.
11.1.2. If you’re ending the contract due to something we’ve done (or agreed to do), you may be entitled to a refund.
11.1.3. If you’ve changed your mind, you may still be able to cancel within the 14-day cooling-off period, subject to deductions.
11.1.4. In all other cases, your rights will depend on our performance and the specific circumstances.
11.2. You may cancel the contract immediately and receive a full refund if:
11.2.1. We make changes to the terms or product that you do not accept
11.2.2. We advise that extra services are required and you decline
11.2.3. We correct a pricing or description error that you do not agree with
11.2.4. There are long delays in supply due to factors beyond our control
11.2.5. We do something else that entitles you legally to end the contract
11.3. If you gave us permission to begin installation within the cancellation period and later change your mind, we may charge a reasonable fee for services already provided and any product devaluation.
12. How to End the Contract
12.1. To cancel, please contact us by phone or email, providing your name, address, order details, phone number, and email.
12.2. If the products have been delivered and installed, you must allow us to uninstall and collect them. Please contact customer services to arrange this.
12.3. We will cover return costs only if:
12.3.1. The product is faulty or not as described
12.3.2. You cancel due to pricing errors, delay, or other issues on our part
In all other cases, you must cover the cost of return/uninstallation.
12.4. If you are liable for the return, we will charge our direct costs for uninstalling and collecting the product.
12.5. Refunds will be made using your original payment method. Deductions may apply as described in these terms.
12.6. If installation began during your cooling-off period, we may deduct fees for work already done and any reduction in product value.
12.7. Refunds will be processed:
12.7.1. Within 14 days of collecting returned products
12.7.2. Or within 14 days of notifying us you’ve changed your mind (if products haven’t been delivered)
12.8. If we uninstall your products, we will not reinstall your previous system.
13. Our Rights to End the Contract
13.1. We may cancel the contract if:
13.1.1. You fail to make payments on time
13.1.2. You do not allow access for delivery or installation
13.1.3. You provide false or incomplete information
13.1.4. You are obstructive or act unreasonably
13.1.5. Asbestos is found and you do not arrange for removal
13.1.6. We determine installation is unsafe or unfeasible
13.1.7. We are unable to supply the products
13.2. If we cancel for one of the reasons above, we will refund any payments made (for products not yet delivered), but may deduct reasonable costs for your breach.
14. If There Is a Problem with the Product
14.1. If you have a problem or complaint, please contact us.
14.2. You must not arrange your own repairs or labour without our written approval. We are not liable for unauthorised third-party work.
15. Price and Payment
15.1. Product prices include VAT and are stated on your quotation/order. We make every effort to ensure accuracy.
15.2. If installation services are revised after your property assessment, we will email you an adjusted quote. If you do not reject it within 2 working days, it will be considered accepted.
15.3. If VAT rates change after you place your order, we will adjust the total unless you’ve already paid in full.
15.4. We accept most credit/debit cards, including Amex. A deposit or active finance approval is required before we order your products. The final balance is due on the installation day.
15.5. Late payments may incur interest.
16. Finance Agreements
16.1. If you use a finance agreement, you are responsible for cancelling it if you cancel our contract.
16.2. If the installation cost changes, you may reapply for finance or request a refund of the difference.
16.3. Finance is offered via FCA-approved lenders. Missed payments may impact your credit rating.
17. Warranty
17.1. Most major products come with manufacturer-backed warranties. Annual servicing by a Gas Safe engineer is required to keep the warranty valid.
17.2. You must keep service records and provide them when making a claim.
17.3. Radiators, thermostats, and filters may have separate 12-month or manufacturer-specific warranties.
17.4. Pipework and joints installed by us come with a 1-year parts and labour warranty.
17.5. Warranties do not cover:
Poor maintenance
Vandalism
Damage due to external issues
Inconsistent water flow
17.6. Batteries, bulbs, timers, thermostats, and other peripherals are only covered under their manufacturer’s warranty.
17.7. We do not inspect your full system unless legally required. You can arrange your own system inspection for peace of mind.
17.8. If we visit and no fault is found or it’s outside warranty, a call-out charge will apply.
18. Our Responsibility for Loss or Damage
18.1. We are liable for foreseeable losses due to our negligence.
18.2. We are not responsible for damage caused by faults in your existing system.
18.3. We do not exclude liability for death, injury, fraud, or other cases where it would be unlawful.
18.4. You are responsible for ensuring existing radiators, valves, and fittings are working.
18.5. We only supply and install products for the agreed address.
18.6. We are not liable for cosmetic damage (e.g. plaster, paint, tiles, flooring) due to necessary installation work.
18.7. Floorboards will be replaced where possible. Laminate and carpet may not be refixed perfectly. Pipework may be visible. Redecoration is not included in the fixed price.
19. COVID-19
19.1. We continue to follow UK Government guidance regarding coronavirus. If an engineer becomes unwell or needs to self-isolate, we may need to delay your installation. While we will try to reassign an engineer, we cannot be held liable for any costs (e.g. missed work or childcare) due to delays caused by COVID-19.
19.2. You must inform us if anyone in your household is vulnerable. You will be required to confirm in writing that you understand the risks of allowing an engineer into your home during the pandemic.
19.3. If you or anyone in your household is self-isolating, we will not attend your property. Please contact us as soon as possible to rearrange your installation if this applies.
20. Boiler Servicing
20.1. It is the customer’s responsibility to ensure that all conditions necessary for the service to be carried out are met prior to the engineer’s arrival. This includes making sure the boiler and any related equipment are accessible and safe to work on.
20.2. If the service cannot be completed due to circumstances outside the engineer’s control (e.g. boiler is inaccessible), we may offer to reschedule the appointment.
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