“The Complete Guide to Ventilation in Sustainable Retrofits” – Download our free eBook now
Pyramid Eco logo
Book a Free Consultation

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

Complaints Procedure:

Ownership of a Complaint

Complaints may be received from a variety of sources and may be verbal or written. We should, in the first instance, ascertain the procedure to be adopted in the case of a particular complaint and ensure it is passed to a person competent to rectify the complaint.

Standard Complaints Procedure

In the absence of any other agreements that may be in place regarding the handling of complaints that may have been made with any commissioning agents, the following procedure should be adopted:

When we receive a complaint, GD F11 – Complaint Form will be completed.

The complainant will be informed as to the next course of action or when they will be contacted to discuss the matter further.

The Complaint Process is as follows:

  1. Relevant complaint form raised and passed to the relevant person;
  2. We will contact the complainant within 1 working day, unless otherwise agreed, and advise on steps to be taken to address the issue;
  3. We will fully investigate the complaint, decide on the next course of action and record all relevant information;
  4. The issue should be rectified within the time-period agreed with the complainant, or the complainant should be contacted and a new timescale agreed;
  5. Once the issue is rectified this should be detailed on the complaint form;
  6. Whenever possible, we should try to obtain written confirmation that the complaint has been resolved to the satisfaction of the complainant. Any information received will be retained in the GD R06 – Complaints Record and a copy placed in the GD R01 -Project Folder for the installation concerned;
  7. The Complaint Form and any relevant information should be collated by us;
  8. We will enter the details of the complaint on GD R06 – Complaints Record under the same reference number as the Complaint Form. The log should be marked as to whether the complainant was satisfied with the outcome. Any evidence supporting the documented outcome should be retained within the GD R06 – Complaints Record;
  9. Preventative action should be considered to prevent a recurrence of this issue – this action should be recorded on the GD R02 Corrective and Preventive Action Record.

If the complaint cannot be rectified to the satisfaction of all parties, we are to refer it to our Scheme Provider who may then recommend an Alternative Dispute Resolution process, including referral to the Dispute Resolution Ombudsman (DRO) if required.
If our Scheme Provider does not have an ADR in place, TrustMark may recommend or refer the dispute to independent mediators.

Any complaints records will be submitted to the Retrofit Coordinator or our Certification Body upon request and kept for a minimum of six years, or the duration of the product’s guarantee – whichever is longer.

Interaction with Customers Procedure:

In advance of the installation commencing, the customer will be issued with a GD F02 – Introduction Letter.

This letter will explain the works to be carried out and the timetable for these works. It will also contain the contact details for us. Should the customer contact us with any query or comment on any aspect of the works, we will record the relevant comment or
query and respond to the customer in the appropriate manner.

When a customer notifies us of a requirement regarding timetabling of work, we will keep to that timetable wherever possible. When we are not able to meet those requirements for any reason, we will contact the customer as soon as we are aware of the situation and arrange a new timetable.

Should an Operative be unable to fulfil an agreed timetable, or due to lack of product or equipment we are not able to fulfil an appointment, then the customer and, where relevant, other interested parties will be contacted at the earliest possible opportunity.

The customer must be dealt with in a courteous manner at all times. Operatives must ensure that they are in possession of appropriate identification and will show this to customers when introducing themselves and on request.

  • We should attempt to be as flexible as possible and try to fit in with the customers’ preferred working times and dates. Relevant pre-agreed customer requirements and expectations particularly in regard to work timing and access will be entered on the Method Statement;
  • Should Operatives need to make a change in any agreed customer service requirements, the customer will be consulted on these changes and work will not commence until all parties are in agreement;
  • Operatives should attempt to answer customers’ questions and enquiries within the scope of their responsibilities. Where the question or enquiry requires more detailed information, the customer should be directed to the Supervisor. Where
    appropriate, the Supervisor should refer the customer to the appropriate body or organisation. If we have the contact details for these bodies or organisations, we will communicate this to the customer;
  • Should the customer request additional measure-related work, Operatives should refer the request to the Supervisor. The Supervisor should inform the customer that any additional work would not be part of any existing contract or energy plan. The Supervisor should then pass the request to the Retrofit Coordinator who will decide how to proceed;
  • Should the customer wish to make a complaint, operatives should inform the supervisor who will complete a GD F11 -Customer Complaint Form and follow our Complaints Procedure;
  • The customer shall be issued with a GD F06 – Customer Sign Off Form at the completion of the installation, and to enter any comments they may wish to make on their experience of the installation process. This form should be returned with all installation documentation;
  • Where appropriate, Operatives will be informed via the Method Statement, of how the particular customer service principles required by commissioning agents are to be met;
  • In the case of vulnerable clients, we will provide extra care and support. A client may be vulnerable for any reason that makes it more difficult for them to fully understand the information provided to make an informed decision. Partially-sighted customers would require key documents to be presented in a larger text. For elderly clients, those with mental or physical infirmity, or where English is not their first language, the presence and assistance of a trusted friend or relative should be sought. Where any of our sales staff find a vulnerable client alone on a visit, this visit should be rearranged for when a trusted friend or relative can be present.

Customer Feedback Procedure:

Following handover, the customer will be requested to complete and sign a GD F06 – Customer Sign Off Form. Whenever possible, this should be requested by the Operative who carried out the handover.

This form contains a section for the customer to confirm that we have met their expectations and that the installation has been explained to them fully. In addition, there is a section for any comments on their experience of the installation process and any other dealings with us.

Note: Completion of this form does not limit the customer’s statutory rights nor their rights under any guarantees or warranties.

This form is required to be returned to the Retrofit Coordinator with all other location-specific documentation.

Should the customer refuse for any reason to sign this form, the Retrofit Coordinator should be informed and they will contact the customer to discuss the issue. Anything arising from this communication will be dealt with accordingly.

Where necessary, any feedback, either positive or negative, will be reviewed, assessed, and where appropriate changes may be made to our processes to improve our quality and the satisfaction of our customers. This review and assessment will be documented on a GD F06A – Analysis of Customer Feedback Form.

This form should be marked as follows:

  • Is the feedback generally positive or negative?
  • Is the feedback in the form of a complaint?
  • Does the feedback, positive or negative, relate to an individual?
  • Is there anything we can put into place which would improve our processes?
  • Do we need to pass any feedback to other organisations?
  • Is any further action required?

All GD F06 – Customer Sign Off Forms should be retained within the GD R01 – Project Folder for the relevant installation. Any completed GD F06A – Analysis of Customer Feedback Forms should be kept within the GD R01 – Project Folder and stored within the GD R05 – Installation Audit Record.

Operative Feedback Procedure

All operatives, including inspectors will be encouraged and informed of the importance of their feedback on the installation processes we employ.

As part of the Method Statement for each installation, Operatives will be informed that their feedback can be communicated to us on a GD F07 – Installer Feedback Form.

We will assess this feedback to ascertain if it can be used to improve our processes. The outcomes should be documented on page 2 of the GD F07 – Installer Feedback Form. The Operative will be informed as to the outcome of these deliberations in writing.