Legal
Last updated 2026-09-01. Written to be read, not to be survived.
__TODO_LEGAL__ This document has been drafted from the commercial position agreed for this site. It has not been reviewed by a solicitor. It must be before the site takes a single order, because it governs a consumer contract worth several thousand pounds and it makes a fixed-price promise.
EmberNord is a trading name of Qualis Energy Limited, registered in England & Wales (company no. 16320369). Registered office: Unit 10, Brailwood Close, Bilsthorpe, Nottinghamshire, NG22 8UG. VAT no. GB 492 6702 67. Gas Safe registered. You can reach us at hello@embernord.co.uk or on 0333 090 7546.
The price we show you is fixed against the answers you gave in our quote tool. Those answers are printed next to your price, and they are repeated in your order confirmation. If every one of them is accurate on the day, the price does not change — whatever we find, however long it takes us.
Your quotation is valid for 30 days from the date it is issued.
If, on arrival, the property materially differs from the answers given — for example a back boiler declared as a combi, or a boiler being moved that was declared as staying put — we will not begin work and then present you with a revised bill. We will stop, explain what is different, and offer you two things: a revised fixed price, or a full refund of everything you have paid, with no deduction and no argument.
If we encounter material we reasonably suspect to contain asbestos, we will stop work immediately. Testing and any removal is a licensed activity we do not undertake. You may arrange it and rebook, or take a full refund.
If the flue terminal cannot be safely reached from a ladder at working height, scaffolding or a powered platform is required. We will tell you the cost before anything is ordered, and you may cancel for a full refund instead.
We will offer you installation dates through the booking calendar, and we only ever show you dates for which we currently expect to have an engineer available in your area. Next working day installation is available in many cases, and most jobs are completed within a week of ordering.
Those dates are our best estimate at the time you book them, and we work hard to meet them. They are not, however, a guaranteed date, and time is not of the essence of this contract. We may need to move an installation for reasons including illness, vehicle or supply failure, severe weather, an engineer being held up on a preceding job, or anything else outside our reasonable control. Where that happens we will tell you as soon as we know and offer you the earliest alternative date we can, and you may instead cancel for a full refund of everything you have paid. A change of date does not on its own entitle you to compensation for any other loss.
Nothing in this clause affects your statutory rights, including your right under the Consumer Rights Act 2015 to have a service performed within a reasonable time.
After you order we will ask for photographs of the boiler, the flue outlet and the gas meter. This is how we verify the job without sending a surveyor. If we do not receive them at least 24 hours before your fitting date we may need to move the date. If the photographs show something materially different from your answers, clause 5 applies.
You may cancel within 14 days of placing your order for any reason, and we will refund you in full within 14 days of being told. If you have asked us to begin work within that period and we have, you pay for the work done to that point. Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
Manufacturer warranty: as stated for the boiler you chose, registered by us on the day of installation.
Our workmanship guarantee: 2 years from the date of installation, covering the installation work itself. It does not cover the boiler's own components, which are covered by the manufacturer, nor damage caused by system water quality where a filter we fitted has been removed.
Price promise: If you find a like-for-like fixed price cheaper, from a Gas Safe registered installer, we will beat it by £50. The competing quotation must be written, dated, from a Gas Safe registered business, and for genuinely equivalent work and equipment.
__TODO_PAYMENT__
All gas work is carried out by Gas Safe registered engineers. We notify Building Control of your installation through the Gas Safe notification scheme and your certificate is issued on completion.
Email hello@embernord.co.uk and we will acknowledge within one working day and respond substantively within five. If we cannot resolve it between us, We are not a member of an alternative dispute resolution scheme and we do not offer to use one. If we cannot settle a complaint between us, you remain free to take the matter to court, and nothing here affects your statutory rights..
These terms are governed by the law of England and Wales.
Necessary cookies are always on because the site cannot work without them. Everything else is off until you switch it on. Full detail in the cookie policy.
