Navigation
Call-Out Fees | Materials | Warranty Responsibility | Safe Access | Cancellation | Payment Terms | Liability |
Service, Repair & Call-Out Terms
This page covers everything you need to know before booking a service visit - fees, what’s included, your responsibilities, and our payment terms.
ARC Thermal Solutions provides structured service support for systems supplied and installed in accordance with our specifications.
In many cases, issues can be resolved remotely or through initial troubleshooting checks. Where on-site attendance is required, the following terms apply.
Before Arranging a Call-Out
We recommend reviewing our heating system troubleshooting and initial fault checks page.
Many operational issues are resolved by confirming electrical supply, control configuration or thermostat settings.
If remote resolution is possible, this will always be the preferred and most efficient route.
Call-Out Fees
Where a site visit is required, a fixed Call-Out Fee of: £150 (ex VAT) is payable.
This fee includes:
Travel
Attendance
The first 2 hours of labour on site
If further time is required beyond the initial 2 hours, this will be agreed with the customer and charged at £75 per hour (ex VAT). No additional labour will be undertaken without agreement.
Materials & Replacement Parts
Any materials required to complete a repair will be charged in addition to labour.
If a heating component is confirmed to be defective and is within its manufacturer warranty period, it will be exchanged free of charge.
Warranty & Installation Responsibility
Where a fault is identified as installation-related:
Installed by an ARC Installer Partner
If the issue falls within the workmanship warranty period, corrective action will be arranged without additional call-out charge.
Installed by Other Electrical Contractors
If the fault is due to incorrect installation by non-ARC contractors, responsibility may rest with the original installer.
If requested, we can arrange for one of our installer partners to attend and rectify the issue, subject to charge.
Product Testing & Returns
If a heater is suspected to be faulty:
The unit may need to be returned for testing
If confirmed faulty and within warranty, a replacement will be issued
If no fault is found, the product will be returned and carriage costs may apply
Electrical supply should always be verified by a qualified electrician before returning any product.
Safe Access Requirements
For any site visit, the following must be provided:
Free and safe access to the electrical distribution board
Safe access to heating equipment
Suitable working environment
Access to electricity where required
Any necessary access equipment
The site must comply with current Health & Safety legislation.
ARC Thermal Solutions cannot accept responsibility for unsafe working conditions or site-related hazards beyond our control.
If safe access cannot be provided at the time of the visit, a cancellation charge may apply.
Cancellation Policy
If a scheduled call-out is cancelled less than 24 hours before the agreed appointment time, a cancellation charge of £45 (ex VAT) may apply.
Payment Terms
Unless otherwise agreed in writing:
An invoice will be issued upon completion of works
Payment is due within 7 days of invoice date
Limitation of Liability
We undertake to use reasonable skill and care in carrying out repair work and to use suitable quality materials.
Liability for defective work or materials notified in writing within 12 months of completion is limited to the invoice value of that work.
We are not liable for:
Pre-existing faults
Issues outside our control
Indirect or consequential loss, including loss of profit or production, except as required by law
Scope of Work
The scope of any service visit will be agreed in writing prior to attendance.
Only agreed works will be undertaken.
If the scope changes during a visit, we will discuss this with you before proceeding. No additional work will be carried out without your agreement.