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.
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.
Where a site visit is required, a fixed Call-Out Fee of: £150 (ex VAT) is payable.
This fee includes:
Our technician will endeavour to diagnose and complete any necessary corrective work within this period.
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.
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.
Where a fault is identified as installation-related:
If the issue falls within the workmanship warranty period, corrective action will be arranged without additional call-out charge.
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.
If a heater is suspected to be faulty:
Electrical supply should always be verified by a qualified electrician before returning any product.
For any site visit, the following must be provided:
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 a scheduled call-out is cancelled less than 24 hours before the agreed appointment time, a cancellation charge of £45 (ex VAT) may apply.
Unless otherwise agreed in writing:
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:
The scope of any service visit will be agreed in writing prior to attendance.
Only agreed works will be undertaken.
We’re here to help and support you. Get in touch with us for more information or to talk through any questions
