BOXT repair terms & conditions

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At BOXT we aim to make everything as straightforward as we can.

Our terms and conditions are written in plain English and are as jargon-free as possible. If you would like any help or more information, please get in touch with our customer services team at [email protected]

In these Terms & Conditions BOXT Limited (a company registered in England & Wales with company number 08086606) will be referred to as ‘the Company' and the person ordering the product will be referred to as ‘the customer'. The registered address of ‘the Company’ is 3320 Century Way, Thorpe Park, Colton, Leeds, LS15 8ZB. 

BOXT Repair is only suitable for domestic dwellings. If your boiler is installed in a commercial property, or if the meter capacity is greater than 6 cubic metres per hour, we won't be able to carry out the repair. It is the customer’s responsibility to make BOXT aware if any of the above applies.

This contract forms a repair agreement between ‘the Company’ and ‘the customer’. It is at the sole discretion of BOXT to whether any repairs or replacements detailed in this contract are provided.

Your contract

1. Visiting your property

Your contract with us begins on the day you book a repair with us. 

Before completing any diagnosis or repair work, we will complete a risk assessment.  If the risk assessment deems that it is unsafe for the engineer to complete the work, the Company reserves the right to cancel the booking.  The Company will attempt to rebook the visit, however if this is not possible then the Company reserves the right to charge the inspection fee to cover engineer costs.

The customer agrees that on the day of the inspection/repair an adult (over the age of 18) will be present.  Should an adult not be present, the engineer will not enter the property to carry out the inspection/repair.  The Company will attempt to rebook the visit, however if this is not possible then the Company reserves the right to charge the inspection fee to cover engineer costs.

You are responsible for arranging access to your home, and you will need to re-arrange the appointment if we are unable to enter. 

The customer will need to provide free access to and from the property (both internal and external access may be required) on the agreed dates so that we can carry out the repair. You must also provide free access to water, gas and electricity (where applicable) for repairing and testing your equipment.  

Our Engineers come to work to deliver services in your home. They aim to treat you courteously at all times and expect you to treat them in a similarly respectful way. We take seriously any threatening, abusive or violent behaviour against any of our Engineers. Where an incident of threatening, abusive or violent behaviour towards our Engineers occurs, the Engineer will immediately leave your home and the property made safe and the incident may be reported to the police. BOXT will not send another Engineer to your home until an investigation and risk assessment has been carried out. BOXT reserve the right to terminate the contract should the work environment be deemed unsafe for our Engineers.

Whilst every effort is made to ensure the repair takes place at the allocated booking time, the Company reserves the right to delay the repair for reasons including (for example, but not limited to) part availability, fires, strikes, illness, severe weather, lockouts, terrorism, war and any other causes beyond the control of the Company interfering with its execution or completion of the contract. Time shall not be deemed to be the essence of the Contract.

If we need to remove any fixtures or fittings in your home to complete the repair, we will let you know before starting. We won’t be able to completely make good of any repair by replacing or restoring to the original specification.

It is the responsibility of the customer to ensure there is adequate vehicle parking for the engineer to park their van within 25 meters of the entrance to the property. Any charges for parking are to be paid by the customer. If a permit for parking is required, it is the responsibility of the customer to organise the permit or notify the Company of the restriction at least two working days before the repair is due to be completed (or at the time of booking, whichever is sooner).

During the fulfilment of this contract, the customer agrees to provide a safe and respectful workplace for any persons attending the repair address. Persons attending a property to carry out work connected with this contract will leave the property if rude, abusive or unsafe conditions are encountered. If this happens, it will be at the sole discretion of the Company if a reattendance is arranged and what the charge for such a reattendance will be. In any event, no refund will be due from the Company to the customer if the site is vacated for reasons of safety, abuse or general rudeness. 

2. Your repair

As part of your repair inspection, your engineer will determine the state of your boiler or heating system and assign one of the following categories:

  1. Issue fixed: Fixed within the £89 1 hour inspection period
  2. Repair required: unable to fix within the 1 hour inspection period and provide a fixed price, no obligation time and materials quote to complete the follow up work.
  3. Replacement required/BER: after diagnosing the problem, it was determined that the boiler is beyond economical repair. A quote will be provided for a replacement boiler through BOXT and the initial inspection cost will be refunded against the cost of the replacement boiler at the point of purchase.
  4. Cannot diagnose: BOXT requires full access to the customer site and the boiler in order to diagnose the issue within the 1 hour inspection visit. In cases where we are unable to diagnose the problem or unable to access the site, where possible a quote will be provided for a replacement boiler through BOXT and the initial inspection cost will be refunded against the cost of the replacement boiler at the point of purchase.

Whilst engineers working on behalf of the Company will take reasonable care not to damage wiring, plumbing and other services at your property, the Company cannot be held responsible for any consequential damage caused to existing services/installations that are not clearly visible.

During the repair, our health and safety plan requires the engineer to have access to working communication devices. If for any reason the engineer is unable to get mobile phone reception, the customer agrees to make available to the engineer access to their telephone and internet connection for no charge.

The boiler and any other equipment that needs routine servicing (such as filters, valves, pumps and controls) should be kept readily accessible and in particular the clearances around the boiler should be maintained as set out in the manufacturer's instructions. If a repair engineer attends and cannot access equipment, or the required clearances have been compromised in a way that prevents the item being repaired or operated safely, then the obstruction will need removing prior to any re-attendance to complete the repair work.

If there is any asbestos present within your boiler or at/near the repair site, we may be unable to carry out the appointment until you have provided us with a “certificate of reoccupation” to prove that all asbestos has been removed and that it is safe to return to the property. 

BOXT will not be held responsible for any loss or damage to any property caused by the boiler or system breaking down, e.g. for damage to carpets or ceilings due to water leaks (not directly caused by us). General exclusions apply to all repairs. These include, but are not limited to:

  • Cost of any work, which is carried out without our approval, or the cost of repairing the installation or any fault which someone who does not work for us has caused

  • Repairing or replacing designer or curved radiators

  • Repairing or replacing damage to other properties

  • Making repairs caused by problems to your gas, electricity or water supply

  • Turning off the external water supply stopcock to complete repairs

  • Repairing or replacing any damage normally covered by household insurance

  • Repairing or replacing any issues relating to interference with your internet connection, radio signals or software

  • Making improvements to your home

  • Repairing or replacing central heating management systems

We will carry out repairs or replacements at our sole discretion. BOXT reserves the right to use our own judgement to decide whether the requested repair is carried out.

Whenever we provide you with replacement parts, we will issue you with a product that has similar functionality to the replaced parts. They may not be the exact part or product that is being replaced. 

For older parts that we are no longer able to source, we will do what we can, within reason, to source and fit alternative parts that will allow us to complete the repair. 

Upon completion of all physical works at the property, the customer (or their representative) may inspect the work before the engineer departs. Once the Company's appointed engineer is satisfied that the work is complete and the customer (or their representative) has been given the opportunity to inspect, then all works required to fulfil the contract are deemed to have been completed.

All goods supplied remain the property of the Company even though installed, by way of a lien, until fully paid for and the Company reserves the right of re-entry to remove any such goods whether fixed or otherwise, which remain unpaid for.

If the customer would like to keep any old equipment or material that will be removed as part of any repair work, they must let the appointed engineer know on the day of the repair.

The Company is not liable for any loss of profit, loss of business, business interruption or business opportunity under any circumstances, including but not limited to rental income.

3. Your payments

You will pay once the job is completed and signed off by our Technical Team.  The Company reserves the right to charge your account for the amount agreed at its own discretion, including any further charges pertaining to additional work or parts required that have been agreed by you.  You will be charged the inspection fee regardless of the outcome of the repair visit.

At the point of booking a repair, the Company will authorise that your card is valid and on the network. Your card details will be securely stored indefinitely using our payment provider Braintree. After booking you may see “active card check” , a £0 or £1 transaction appear on your statement. In the case of a £1 transaction, this will be refunded usually within 7 days. Full payment will be taken from your card after the technical audit is completed, usually within 7 days after our last visit.

4. Warranty

Work carried out as part of the repair booking is covered by a 12 month workmanship guarantee.  This workmanship guarantee applies solely and exclusively to the work carried out by the engineer on behalf of the Company and does not apply to any other heating system failures.  The Company reserves the right to decide whether any further issues fall within the scope of this guarantee. Any failures of the part fitted that are caused by failure of another part or other system issue(s) are not covered by this workmanship guarantee. Any failures relating directly to the part we fitted are covered in line with the Manufacturer Warranty. 

Third party warranties

It is your responsibility to make sure that your warranty is not affected on any appliance covered by third party warranties. We will not be liable if any work we carry out on your system doesn’t comply with the manufacturer’s warranty.

5. Cancellation of your contract

Cooling off period

You will lose the right to cancel should the Company complete the repair within 14 days of your booking being placed and you have requested that the Company perform services within this 14-day period as it will be deemed that the Company has been engaged to carry out urgent maintenance or repairs at your household.


You will not be charged if you wish to cancel at any time up until the day of your visit.  On the day of your visit and before the engineer arrives, you will be charged a £50 cancellation fee.  Once your engineer is on site, you will be charged the full amount if you wish to cancel.

6. Your personal information

Using your personal information

We will make use of your personal information in accordance with our privacy policy, which can be found on our website

7. Contacting you

We may need to contact you from time to time about your repair with us. By booking a repair visit with us, you are agreeing to receive email and telephone communications in relation to your repair. If you agree to sign up to our marketing emails you are agreeing to be contacted by BOXT from time to time - find out more on our website