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Terms & Conditions

  1. Definitions
  • “The Company” shall mean Pyramid Solution South East Ltd t/a Pyramid Eco.
  • “The Customer” shall mean the person, client, or organization for whom the Company agrees to carry out works &/or supply materials.
  • “The Inspector” or “Engineer” or “Installer”  shall mean the representative appointed by the Company.
  • “Services” shall include, but not be limited to, the installation, repair, and maintenance of Heat Interface Unit, Air Source Heat Pumps, High Efficiency Gas Boilers and High Heat Retention Storage Heaters, Advanced ventilation solutions, including systems such as MVHRs (Mechanical Ventilation with Heat Recovery) and MEVs, (Mechanical Extract Ventilation) insulation (internal/external wall) and solar panels
  1. General
  • Where the Company agrees to carry out works for the Customer, those works shall be undertaken by the designated Engineer or Installer of the Company.
  • The total charge to the Customer consists of the cost of materials supplied by the Company (plus any reasonable costs incurred in attaining these materials) and the amount of time spent by the engineer in carrying out these works (including all reasonable time spent in obtaining unstocked materials) charged in accordance with the agreed Hourly Rate. All costs are plus VAT.
  • Shall be given as a firm cost. All costs are plus VAT.
  1. Estimates & Revisions
  • Where a written estimate has been supplied to the Customer, it may be revised in the following circumstances:
    • If additional works are required after instructions to proceed with the estimate (this may have to be provided in writing).
    • If there is a price increase in the materials after submission of the estimate, or the materials are not available from the Company’s preferred supplier and have to be sourced at a higher price elsewhere.
    • If, after submission of the estimate, it is discovered that further works need to be carried out which were not anticipated when the estimate was prepared.
    • If, after submission of the estimate, it is discovered that there was an error when the estimate was prepared.
  • The Company shall not be under any obligation to provide an estimate to the Customer & shall only be bound (subject as hereinafter) by estimates given in writing to the Customer & signed by a duly authorized representative of the Company. The Company shall not be bound by any estimates given orally or in which manifest errors occur.

 

  1. Collection of Materials
  • Collection of non-stock items is chargeable, but:
    • Collection of materials is charged at half-hour of the hourly rate.
    • The Customer will be informed wherever possible when the Engineer leaves the premises.
    • If the item cannot be reasonably sourced, the Customer will be informed of the circumstances.
    • Only one Engineer’s rate will be charged for collecting parts.
    • The collection of materials, which should normally be stocked items, is non-chargeable (such as sockets, switches, etc.).
  1. Specific Service Exclusions & Limitations
  • Whilst attending waste pipe blockages, The Company shall endeavor to unblock any pipe work but is unable to guarantee a resolution on every occasion. However, a call-out fee plus any materials used will apply to any attendance.
  • The installation of immersion elements in any hard water area is excluded from guarantees by all manufacturers; therefore, The Company is unable to offer a guarantee on these products.
  • In accordance with Guidance Note 3, the percentage of testing is at the discretion of the tester. Testing a minimum of 10% of the installation is recommended; however, the tester will endeavor to carry out a minimum of 50%. Where 100% testing is required, please contact the Company to receive an appropriate estimate.
  • Following the removal and reinstallation of solar panels, the company accepts no liability for loss of efficiency or where realignment may be required.
  • The price quoted for internal/external wall insulation does not include painting or decorating of items not insulated, e.g., window seals, door frames, skirting, architraves, etc., unless otherwise specified.
  • Access to welfare facilities, storage for materials, and use of power and water will be required during the installation works. Where these cannot be provided, the customer must inform the company a minimum of 48 hours prior to the start date, and a supplementary quotation will be provided to the customer.
  • The acquisition of planning consent, freeholder’s permission, conservation area authority approval, or similar permissions are the sole responsibility of the Customer, and the Company accepts no liability where appropriate approval had not been received prior to the commencement of instructions.
  • The Company requires the customer to be present during the initial survey so that a full list of items to be removed and refitted can be collated. The Company accepts no liability for oversight of items if not clearly identified during the initial survey.
  • The quotation for the extension of guttering and pipe works is limited to the reuse of existing pipework; however, the Company reserves the right to renew pipework where financially viable.
  • In the absence of adequate overhang, the Company reserves the right to use verge trims to cover the installed insulation. A supplementary quotation for the extension of roof coverings can be provided by the Company; however, this will have to be requested by the Customer prior to or during the initial survey.  
  1. Invoicing & Payment
  • Invoices are due for payment immediately after they have been issued. Any part of that invoice which remains unpaid shall carry interest at the rate of 4% over the base rate until payment in full is received by the Company.
  • Additional administration charges may also apply. Invoices that remain unpaid after 28 days of being issued will be passed onto a collection agency unless alternative payment arrangements have been agreed.
  1. Attendance & Cancellations
  • The Company will endeavor to ensure Engineers attend at the date and time agreed. The Company accepts no liability for non-attendance or late attendance of an Engineer. However, the Company will endeavor to make all parties aware as soon as possible.
  • The Company accepts no liability for the late or non-arrival of items sourced from suppliers.
  • If the Customer cancels their instructions prior to any work being carried out or materials supplied, then the Customer shall be liable for any related expenditure together with the profit that would have been made by the Company had the work been carried out &/or materials supplied in accordance with such instructions.
  • Gas, electric, and water are available at the time of the visit by the Engineer. If services are not available, the Company reserves the right to charge a cancellation fee.
  • The Company maintains a policy of allowing an additional 15 minutes on-site to achieve access; however, once this period has elapsed, the Company reserves the right to charge the original agreed costs. For tenanted properties, the Customer instructing the works accepts liability.
  1. Workmanship Guarantee & Exclusions
  • If the Customer is not satisfied by the works carried out by the Company, the Customer shall give notice in writing within 12 months to the Company & shall afford the Company and its insurers the opportunity of both inspecting such works & carrying out any necessary remedial works if appropriate. The Customer accepts liability if there is a failure to notify the Company of this dissatisfaction within 12 months of the works being carried out.
  • Where a part or an appliance requires replacement within the manufacturer’s Warranty, the Company reserves the right to charge the Customer labour for these works.
  • The Guarantee will become void if the work/appliance completed/supplied by the Company is:
    • Subject to misuse or negligence
    • Repaired, modified, or tampered with by anyone other than a Company Engineer.
  • The Company will accept no liability for or guarantee the suitability of materials supplied by the Customer & will accept no liability for any consequential damage or fault.
  • The company will not guarantee any work undertaken on instruction from the customer if previously advised against this in writing or verbally by the Engineer.
  • The Company will not guarantee repairs on appliances such as boilers if these appliances have not been serviced as per the manufacturer’s instructions/recommendations or have not carried out additional works recommended by the Engineer.
  • Work is guaranteed only in respect of work directly undertaken by the company & payment in full has been made.
  • The customer shall be solely liable for any hazardous situation in respect of regulations or notifications issued.
  • Instructed to carry out works on installations of inferior quality or over seven years old, and no warranty will be provided for the effectiveness of such works. The Company also accepts no liability where the use of inferior quality materials is instructed by the Customer, against the recommendations of the Engineer.
  • During or following any installation, the Company may discover further faults that require rectification and may not have been previously diagnosed. The Company accepts no liability for the additional repairs, and the Customer will be required to settle the initial agreed repair costs as this would be unrelated to the additional repairs.
  1. General Legal
  • These terms & conditions may not be released, discharged, supplemented, interpreted, varied, or modified in any manner except by an instrument in writing signed by a duly authorized representative of the Company & by the Customer. Further, these terms & conditions shall prevail over any terms & conditions used by the Customer or contained or set out or referred to in any documentation sent by the Customer to the Company; by entering into a contract with the Company, the Customer agrees irrevocably to waive the application of any such terms & conditions.
  • Title to any goods supplied by the Company to the Customer will not be passed to the Customer but shall be retained by the Company until such goods have been paid in full. The Company shall have absolute authority to repossess, sell or otherwise deal with or dispose of all any or part of such goods that have not been paid in full.
  • The Company will not be liable for delays due to causes beyond its reasonable control