Terms and Conditions

1. Company details

nusource Limited (company number 14800161)

Registered office: 8a London Road, Tunbridge Wells, England, TN1 1DA

2. General

We provide a digital quoting and booking journey intended for domestic customers in the United Kingdom. If you are acting for a business, portfolio landlord, commercial property, or a property with a commercial gas meter, you must tell us before ordering as different rules, feasibility and pricing may apply.

We may update these Terms from time to time. The version in force at the time you place your order will apply to that order.

Nothing in these Terms affects your statutory consumer rights that cannot be excluded by law.

3. Quotes, fixed pricing and your information

Our online quote tool is designed to provide a fixed price based on the information you supply about your property and existing heating system (including boiler location, flue position, access constraints, and pipework configuration).

Quotes are valid for the period stated during checkout (or, if not stated, 7 days). We can only honour the quoted price where the information you provided is accurate and complete.

If the property or system differs materially from what was declared, we may (at our discretion): (a) requote, (b) offer additional works for an agreed price, (c) reschedule, or (d) cancel and refund in accordance with these Terms.

nusource may refuse, suspend, or cancel any order at any time, including without providing prior notice or an explanation, where permitted by law (for example for safety, compliance, feasibility, suspected fraud, or operational reasons). Where you are entitled to a refund under law, we will refund payments received subject to any permitted deductions set out in these Terms.

4. Telephone orders

These Terms apply equally to orders placed by telephone. Where you place an order by phone, a nusource representative will record the details you provide (including property and system information) and will process the order on your behalf based on that information.

You are responsible for ensuring that details provided over the phone are complete and accurate, as pricing and feasibility are dependent on those details in the same way as for online orders.

5. Selecting an appropriate product

We may recommend boilers, controls, and accessories based on your answers to our pre-order questions and the information available to us at the time.

You are responsible for confirming that the boiler and any accessories you choose are suitable for your needs, including dimensions, output, performance, compatibility with your property and heating system, and any space or access constraints.

Product specifications and key details are presented during the checkout journey. If you have questions or are unsure, you should contact us and have those questions answered before you place and commit to an order.

6. Contract formation and ownership confirmation

When you place an order via our online checkout or by telephone, you are making an offer to purchase the selected products and services.

A contract is formed when nusource accepts your order and issues confirmation (for example by confirming the installation booking and/or sending written order confirmation). The contract will be subject to these Terms.

If you do not agree to these Terms, you must not use the website or place an order.

By placing an order, you confirm that you are the owner of the property detailed in the quotation/confirmation, or that you have obtained permission from the owner to authorise the works.

7. Self-survey photographs

After you place an order, you may be asked to upload or send photographs of your existing boiler, the surrounding area, the flue and terminal position, relevant internal and external locations, and any other items listed in your order confirmation.

Guidance will be provided on the upload link. If you cannot upload photographs, you must contact us promptly so we can agree an alternative method (for example email submission) or arrange validation by other means.

Unless we agree otherwise in writing, required photographs must be provided no later than 24 hours before your installation date. Photographs should be provided as soon as reasonably possible and ideally within just after placing an order. Failure to provide required photographs may result in delay, rescheduling, or cancellation.

Photographs are provided at your discretion and are held securely for the purpose of validating the installation requirements and supporting any aftercare queries that may require reference to prior imagery.

You must not upload irrelevant, unlawful, abusive, or offensive images or content. We may suspend processing, cancel orders, and report matters to relevant authorities where appropriate.

8. Payments (Stripe) and billing

Payments are processed securely by Stripe Payments Europe Ltd (or its affiliates). nusource does not store full payment card details.

Unless stated otherwise, payment (or any agreed deposit) must be completed before an installation date is confirmed. Where you pay in full, we will not charge additional amounts unless you agree to extra works in writing.

If a payment fails, is reversed, or is reasonably suspected to be fraudulent, we may pause scheduling or cancel the order.

Title to goods (where applicable) passes only once full payment has been received.

9. Finance options (third-party lenders)

Where available, you may be offered finance through a third-party finance provider. Any finance agreement is entered into directly between you and the lender on the lender’s terms. nusource is not a lender and is not currently authorised as a credit broker.

Finance availability is subject to eligibility, affordability checks, age, status, and any minimum spend requirements set by the lender. nusource does not control the lender’s decision.

If a finance application is declined or cancelled, your booking may be cancelled and you may need to rebook (dates are not guaranteed).

Finance agreements commonly include a statutory cooling-off period. If you cancel finance after we have started or completed services (with your agreement), you may still be required to pay for services provided.

10. Installation engineers (Gas Safe), contracting and insurance

Boiler installations involving gas appliances are carried out by Gas Safe registered engineers. Engineers are engaged by nusource as contracted installation partners/independent contractors.

Our contracted engineers are required to maintain appropriate qualifications and insurances, including public liability insurance and (where applicable) employer’s liability insurance.

Where a contracted engineer performs the installation, they are responsible for workmanship and compliance with applicable regulations. nusource remains responsible for coordinating customer support and complaint routing as described in these Terms.

11. Your obligations: access, safety, permits and conduct

You must provide safe and reasonable access to the property, working areas, boiler location, gas meter, and isolation points for gas, water, and electricity. If safe isolation is not possible, installation may be postponed or cancelled.

You are responsible for obtaining any permissions, licences, or consents required (for example landlord consent, building management permissions, listed building or conservation constraints, leasehold consents, or covenants).

You must provide suitable parking/loading access within a reasonable distance where possible. Parking fees, permits, or charges are your responsibility.

We will not tolerate abusive, threatening, or unsafe behaviour toward staff or engineers. If we reasonably believe a site is unsafe or abusive, we may leave site and cancel or reschedule. Abortive visit fees may apply as set out in Section 15.

12. Installation scope, typical process and substitutions

The installation scope is the package described at checkout and in your confirmation. This commonly includes removal of the old boiler, installation of the new boiler, commissioning, safety checks, and completion of standard documentation.

Some items may be substituted with equivalent components that meet applicable standards (for example chemicals, inhibitors, filters, standard controls), where necessary due to availability. The boiler model itself will not be substituted without your agreement.

We aim to protect your home using reasonable measures (such as dust sheets) but you should expect some disturbance. Making good decorative finishes (painting, plastering, tiling, specialist cladding, or cosmetic repairs) is not included unless expressly stated.

13. Additional works and exclusions

The fixed price assumes the property is in a reasonable state of repair and that visible installation conditions align with your declared information. Latent defects (hidden leaks, unsafe electrics, degraded pipework, asbestos, structural weaknesses) are excluded.

If additional works are required to complete a safe and compliant installation (for example specialist access equipment, unexpected pipework replacement, asbestos management, drainage remediation, or building fabric repairs), we will explain options and costs before proceeding.

If you decline required compliance works (for example a gas pipe upgrade needed for safe operation), we may be unable to proceed and may cancel and refund in accordance with these Terms.

We do not guarantee that existing third-party products (for example showers, legacy controls, or smart home systems) will be compatible with the new boiler. Compatibility checks with manufacturers are your responsibility unless included explicitly as part of the service.

14. System condition, flushing and performance notes

Where included, a chemical flush may be carried out as part of the installation. Upgraded flushing (where selected) is carried out as described in your order. Flushing does not guarantee clearance of blocked pipework or remediate fundamentally unsuitable system design.

If your system has significant sludge/scale or poorly performing pipework, boiler performance may be affected. Pre-existing issues such as water hammer, ticking, knocking, vibration, or noise caused by radiator/pipework layout or clipping are outside our control and are excluded unless expressly agreed.

Some older properties may have legacy configurations (including one-pipe systems) that limit performance with modern boilers. If identified, we may recommend upgrades which are not included in the fixed price unless explicitly stated.

15. Dates, delays, cancellations, rescheduling and fees

Installation dates are estimates and may change due to factors such as parts availability, engineer availability, safety issues, or events beyond reasonable control. Time is not of the essence.

If you need to reschedule, please notify us as early as possible. The following fees apply to protect booked engineer time and logistics costs:

If an engineer attends and cannot proceed due to reasons within your control (for example no access, unsafe conditions, failure to provide required photos after being requested, inability to isolate services safely, or abusive behaviour), an abortive visit fee will apply:

Consumers typically have a 14-day cancellation right under the Consumer Contracts Regulations 2013. If you ask us to begin services during the cancellation period (for example by scheduling installation earlier), you may be asked to provide express consent and acknowledgement that cancellation rights may be affected.

16. Post-installation: commissioning, certification and registrations

After commissioning, we (or the installer) will complete appropriate documentation and registrations in line with applicable requirements. You are responsible for keeping documentation safe and for ensuring access for any follow-up visits where needed.

Manufacturer warranties apply subject to manufacturer terms, registration, and servicing requirements. Annual servicing is typically required to maintain warranty.

17. Workmanship support and repeat performance

Where a workmanship guarantee is offered, its duration and scope will be stated in your order confirmation. Exclusions commonly include: pre-existing system components, third-party interference, misuse, accidental damage, decorative making good, and issues unrelated to our supplied/installed components.

If a fault occurs, you agree to provide reasonable access and opportunity for us (or the installer/manufacturer) to inspect and remedy the issue. Where a manufacturer warranty applies, the manufacturer may need to attend to diagnose or repair.

If a visit is requested and no fault is found, or the fault is due to customer misuse or third-party interference, the following fees may apply (we will confirm in advance where applicable):

We do not reimburse third-party labour you appoint without our prior written agreement, regardless of fault.

18. Complaints and escalation

If you are unhappy with any aspect of our service, please contact us using the contact details on our website, providing your order reference and a clear description of the issue (including photos where helpful).

We will acknowledge complaints within a reasonable timeframe and investigate. Where a complaint relates to installation workmanship, we may escalate to the contracted installer and coordinate a resolution plan.

If we cannot resolve the complaint, you may be entitled to pursue alternative dispute resolution (ADR) or exercise your statutory rights through the courts. Where an ADR provider applies, we will provide details on request.

19. Artificial intelligence features (ChatGPT)

nusource may provide artificial intelligence powered features (“AI Features”), including automated chat, enquiry assistance, and automated product recommendations (including boiler shortlisting and configuration suggestions). These features may be powered by third-party services such as OpenAI’s ChatGPT.

The AI Features generate automated responses and recommendations based solely on the information you provide and the data available to the system at the time. AI outputs may be inaccurate, incomplete, outdated, misleading, or inappropriate for your specific property, installation constraints, or regulatory requirements. All AI outputs are provided on an “as is” and “as available” basis.

Any boiler recommendations, sizing suggestions, compatibility indications, pricing estimates, or configuration outputs generated by the AI Features are indicative only and do not constitute technical advice, engineering advice, safety advice, professional advice, or a binding quotation.

You acknowledge and agree that you remain solely responsible for selecting the final product, verifying suitability, confirming dimensions, output capacity, flue compatibility, regulatory compliance, and ensuring that any product selected meets your needs and property constraints. You must not rely solely on AI outputs when making purchasing or technical decisions.

Without limitation, you must independently verify all AI outputs through nusource’s checkout information, product specifications, manufacturer documentation, and/or direct confirmation from nusource or a qualified engineer before placing an order.

You must not rely on the AI Features for: (a) diagnosing faults; (b) determining gas safety or flue compliance; (c) confirming building regulation compliance; (d) calculating heat loss or boiler sizing with engineering accuracy; (e) assessing pipework suitability or water pressure; (f) determining installation feasibility; or (g) making safety-critical decisions.

You agree not to submit sensitive personal data, confidential information, or special category data through the AI Features (including payment card details, identity documents, health data, or detailed security/access information). You must not submit unlawful, abusive, misleading, or infringing content.

nusource may monitor, log, and store AI interactions for quality assurance, security, troubleshooting, audit, and service improvement. AI interactions may be processed by third-party providers in order to generate responses and may be subject to their own contractual terms and privacy policies. Processing may involve international data transfers with appropriate safeguards where required by law.

nusource does not warrant that the AI Features will be uninterrupted, timely, secure, error-free, or continuously available. We may modify, restrict, suspend, or withdraw the AI Features at any time without notice.

To the maximum extent permitted by law, nusource disclaims all warranties, representations, and conditions (whether express, implied, statutory, or otherwise) relating to the AI Features and any outputs, including implied warranties of accuracy, completeness, fitness for a particular purpose, merchantability, non-infringement, availability, or reliability.

You agree that your use of the AI Features is entirely at your own risk. You remain solely responsible for all decisions, purchases, actions, and omissions taken in reliance on AI outputs.

To the maximum extent permitted by law, nusource shall not be liable for any loss, damage, cost, claim, or liability arising directly or indirectly from your use of, or reliance on, the AI Features or any AI output, including any direct, indirect, consequential, incidental, special, or economic loss, loss of profit, loss of opportunity, loss of business, loss of goodwill, reputational harm, inconvenience, or wasted expenditure.

Where liability cannot lawfully be excluded, nusource’s total aggregate liability arising out of or in connection with the AI Features shall be limited to the minimum amount permitted by law.

Nothing in this section limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot be excluded by law.

20. Privacy and cookies

Personal data is processed in accordance with our Privacy Policy and Cookie Policy. Cookie choices can be managed via Cookie Settings.

21. Limitation of liability

Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot be excluded by law.

Subject to the above, nusource will not be liable for indirect, consequential, special, or economic losses, including loss of profits, loss of business, loss of opportunity, loss of goodwill, or loss of data.

nusource is not liable for losses arising from: (a) inaccurate or incomplete information supplied by the customer; (b) latent defects or unsafe conditions at the property; (c) third-party products or services outside our control; (d) delays due to events beyond our reasonable control.

Where an installation is performed by a contracted installer, responsibility for workmanship and on-site compliance rests with that installer subject to their legal duties and insurance. nusource remains responsible for coordinating customer support and complaint routing as described in these Terms.

Subject to mandatory consumer protections, nusource’s total aggregate liability in respect of any claim shall not exceed the total amount paid by you for the relevant services giving rise to the claim.

22. Governing law

These Terms are governed by the laws of England and Wales. The courts of England and Wales shall have jurisdiction, except where mandatory local consumer rules apply.