m4rt

Terms and Conditions

Last updated: September 2026

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Welcome to M4RT Ltd. These Terms and Conditions govern the sale of all products (including heating and hot water appliances, components, and spare parts) and the provision of all services (including boiler servicing, maintenance, power-flushing, and repairs) provided by us.

By placing an order, accepting a quote, or booking a service with us, you agree to be bound by these terms.

 

1. Who We Are

M4RT Ltd is a registered company in England and Wales (Company No: 15181885). Our VAT registration number is GB 470 8089 73.

• Registered Address: 5 Load St, Bewdley, DY12 2AF

• Contact Number: 01299 544017

• Email Address: info@m4rt.co.uk

 

2. Orders, Quotes, Pricing, and Payments

• No Online Sales: We do not sell goods or services directly through our website. All orders are initiated face-to-face, via phone, or email.

• Pricing and VAT: All prices displayed on our website or discussed informally are exclusive of VAT (Ex VAT). This is because different products, low-carbon installations, or individual customer circumstances may qualify for different UK VAT thresholds (such as standard, reduced, or zero-rated formats). The correct, applicable VAT rate will be calculated and clearly detailed on your formal quotation.

• Quotations: Any quote provided by us is valid for 30 days from the date of issue unless stated otherwise in writing.

• Payment Terms: Payment must be made securely via BACS bank transfer. Our official bank details and payment reference numbers are provided on your formal quotation and final invoice. For product-only sales, full payment must clear before goods are released or dispatched. For installation, servicing, or repair work, payment is due immediately upon completion unless alternative terms have been agreed in writing prior to booking.

• Late Payments: Invoices not paid within the agreed payment period (or within 7 days of issue where no terms are specified) will incur a late payment administrative charge. In accordance with UK law, we reserve the right to charge interest on overdue balances at 8% above the Bank of England base rate, alongside any costs incurred in recovering the debt.

 

3. Supply of Services (Servicing, Maintenance & Repairs)

• Access to Property & Parking: You must ensure our engineers have safe, clear access to your property and the relevant heating appliances at the scheduled appointment time. The customer must provide or arrange legal parking or residential visitor permits where required.

• Health, Safety, and Ill Health: To ensure the safety of our engineers, you must inform us at least 24 hours prior to our arrival if anyone in your household is currently unwell with COVID-19, or any other highly infectious illness. We reserve the right to reschedule the appointment to protect our workforce.

• Control of Pets: For the safety of your animals and our team, all household pets must be securely kept out of the working area and access routes for the entire duration of our engineer's visit.

• Aborted Visits: If an engineer arrives and cannot safely work due to an uncontained pet, lack of legal parking, or an undisclosed infectious household illness, the appointment will be cancelled, and our standard £90.00 plus VAT aborted visit fee will apply.

• Pre-Existing System Fragility: While we take every professional precaution, M4RT Ltd is not liable for structural failures, leaks, or defects that develop in pre-existing, old, or corroded pipework, valves, or components elsewhere in your system as a result of standard pressure testing, power-flushing, or component replacement.

• Workmanship Guarantee: All installation and repair workmanship provided by M4RT Ltd is guaranteed for 12 months from the date of completion. This covers our physical labour but does not cover existing system faults, subsequent wear and tear, or external system failures unrelated to our repair.

 

4. Product Delivery and Heavy Goods

• Delivery Methods: Most goods are transported and delivered directly by M4RT Ltd staff.

• Manufacturer Direct Drops: Large, heavy, or specialist products (such as boilers or hot water cylinders) may be delivered directly by a third-party merchant or the manufacturer.

• Delivery Site Access: For heavy items, it is your responsibility to ensure that the delivery vehicle has clear access to the drop-off point and that the ground is suitable for offloading heavy equipment. Delivery is strictly to the kerbside or ground-floor threshold unless agreed in writing beforehand.

• Delays: While we make every effort to meet delivery schedules, we are not liable for delays caused by third-party manufacturers, merchants, or couriers.

 

5. Returns, Cancellations, and Refunds

• Faulty or Damaged Goods: In accordance with the UK Consumer Rights Act 2015, if a product arrives damaged or faulty, you have a statutory right to a repair, replacement, or refund. You must report any transit damage or manufacturing faults to us within 24 hours of delivery.

• Specialist Spare Parts: Many components and heating line spare parts ordered specifically for your repair are strictly non-refundable by our trade merchants. Once these parts are ordered and confirmed, they cannot be cancelled, returned, or refunded if you change your mind.

• Change of Mind on Heavy Goods: Because our products are heavy, specialist trade lines, or specifically ordered from a manufacturer for your job, we do not accept returns or refunds for "change of mind" or incorrect ordering by the customer. Please verify all product specifications and dimensions before confirming your order.

• Service Cancellations: If you need to reschedule or cancel a booked service appointment (such as a boiler service), you must give us at least 24 hours' notice. Cancellations made with less than 24 hours' notice will incur a fee of £90.00.

 

6. Manufacturer Guarantees and Warranties

Many of the heating and hot water products we supply come with long-term manufacturer warranties. To safeguard your data, we retain your transaction details for 10 years (as outlined in our Privacy Policy) to assist you with any future warranty validation claims with the manufacturer.

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7. Rates & Scope of Work

• First Hour & Single-Issue Scope: All hourly-rate diagnostic, fault-finding, and repair work is subject to a First Hour Minimum Charge of £90.00 (covering travel up to 15 miles from Bewdley and up to 60 minutes on site). This charge applies strictly to the single primary issue or appliance specified at the time of booking (e.g., a boiler breakdown).

• Additional / Unrelated Repairs ("Scope Creep"): Any secondary or unrelated jobs requested while on site (e.g., repairing radiator valves, fixing leaking taps, or secondary appliance repairs) are not included in the initial diagnostic fee. These will be charged as additional labor time at £35.00 per half-hour, plus any extra materials required and may need to be re-booked back in if our schedule has been set for that day.

• Subsequent Time: After the first hour spent on the primary issue, labor is billed in 30-minute increments at £35.00 per half-hour (or part thereof).

• Extended Travel: Locations beyond a 15-mile radius of Bewdley may incur an additional travel surcharge, agreed prior to booking.

• Parts & Materials: Components and materials required to complete repairs are charged separately from labor.

 

8. Governing Law

These terms are governed by and construed in accordance with the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

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