Effective from: October 1st, 2024
Please read this document carefully as it sets out the terms and conditions for your air source heat pump system installation, facilitated by VTS UK Ltd (referred to as "VTS", "we", "us", or "our"). VTS acts solely as an intermediary, connecting you, the client, with certified Microgeneration Certification Scheme (MCS) installers who will carry out the installation and any related services. VTS is not part of the quote or the contract for installation work—this is entirely between you and the installer.
These Terms, along with the service agreement you enter into with VTS, govern your relationship with VTS for facilitating the installation of an air source heat pump system and related services. The actual installation and related works will be carried out by an MCS-certified installer ("Installer"), who will have a separate contract directly with you for the execution of those services, including pricing, warranties, and payment terms.
Definitions
“air source heat pump”: The air source heat pump unit designed for home use, which the Installer will install as part of the agreed system design.
“Product System”: The air source heat pump system to be installed by the Installer as specified in their Quote.
“Installer”: The third-party, MCS-certified company or individual responsible for installing the air source heat pump system at your property.
“Quote”: The price provided by VTS on behalf of the Installer for the air source heat pump system installation, including any associated fees.
“Terms”: These terms and conditions set out in this document, governing your relationship with VTS as an intermediary.
“Warranty”: Any warranties provided by the Installer or the manufacturer of the air source heat pump.
“we”, “us” or “our”: VTS UK Ltd, acting as the intermediary between you and the Installer.
Role of VTS
VTS’s role is strictly as an intermediary to facilitate your connection with MCS-certified Installers for the installation of air source heat pump systems. We will assist in coordinating your installation, providing an initial assessment, arranging site surveys, and connecting you with an appropriate Installer.
VTS is not responsible for the actual installation, the Quote, or any other contractual terms regarding the installation of the system. The Quote will be provided by VTS on behalf of the Installer, who will manage the contract directly with you for the installation, warranties, and any additional services.
All financial transactions related to the installation, including payments, will be made directly between you and the Installer. VTS is not a party to the financial or contractual arrangements related to the installation.
Eligibility
Our role begins with an initial assessment to determine whether your property is eligible for an air source heat pump installation. If eligible, we will arrange for a technical survey and connect you with an MCS-certified Installer.
The final decision on whether installation is feasible will be made by the Installer after their site visit and technical survey.
Your Right to Cancel
You have the right to cancel the contract between you and VTS without giving any reason, starting from the day you accept VTS's service agreement and ending 14 days after the contract is formed.
To exercise your right to cancel, you must inform us by a clear statement (e.g., sending an email to contact@vtshome.com or a letter by post).
If you cancel the contract with VTS within the 5-day cooling-off period, you will not incur any charges unless you have expressly requested that preparatory work (such as surveys or consultations) be carried out before the end of the cancellation period. In that case, you may be charged for the costs of any work completed up until the cancellation date.
Please note that cancelling your contract with VTS does not automatically cancel your contract with the Installer if work has already been arranged. You will need to contact the Installer directly for any cancellations of their services, and different cancellation policies may apply.
Preparatory Work and Surveys
Upon accepting the service agreement with VTS, we will arrange for a technical survey of your property, specifically a heat loss survey, to be performed by a third-party specialist. You agree to provide safe and unobstructed access to your property for this purpose. The results of this survey will help determine the suitability of the air source heat pump system and assist in finalising the installation design.
VTS will provide a quote on behalf of the Installer, based on the findings of the heat loss survey and other relevant factors. The cost of this preparatory work, including the heat loss survey, will be included in the Quote provided by VTS in the name of the Installer. VTS manages the quoting process, but the Installer is responsible for fulfilling the installation and related services.
Quote
The price of the installation and related services will be provided by VTS in the Quote, which is issued on behalf of the Installer. VTS manages the quoting process but is not responsible for the negotiation or payment of this Quote. Any payments, cost adjustments, or additional charges will be managed directly between you and the Installer.
The Installer may adjust the final Quote after the technical survey if unforeseen issues arise or additional work is required. VTS is not responsible for these changes or their negotiation.
Installer's Right to Cancel
The Installer reserves the right to cancel their contract with you if:
It becomes clear that the installation is not feasible due to technical or site limitations.
You fail to provide adequate access to the property or necessary permissions.
Additional work, beyond what was agreed upon, is required but not authorised by you.
If the Installer cancels their contract, any refunds or financial settlements must be handled directly between you and the Installer, according to their terms and conditions.
Installation
VTS will contact you to arrange a time for the delivery and installation of the air source heat pump system. The installation will be carried out by MCS-certified engineers in accordance with all applicable standards and laws. You must ensure that your property is ready for installation by completing any necessary preparatory work (such as improving insulation, if required). The Installer will provide guidance on any site-specific requirements.
VTS is not responsible for any delays, damages, or issues related to the installation process, as these matters are managed entirely by the Installer.
Additional Services
Any additional services requested by you, such as maintenance or modifications to the installed system, must be arranged directly with the Installer or through separate agreements.
VTS may assist in coordinating these additional services, but we are not responsible for their execution or pricing.
Liability
As VTS is an intermediary, we are not liable for any loss or damage arising from the installation process, including but not limited to:
The performance of the air source heat pump system.
The workmanship or conduct of the Installer.
Delays or disruptions in the installation process.
Additional costs incurred due to issues arising from the installation.
Your contract with the Installer governs their liability for the installation. Any disputes or claims regarding the installation must be directed to the Installer in accordance with their terms and conditions.
VTS's liability is limited to the coordination services we provide, and our aggregate liability is limited to the service fee paid to us by the installer, where applicable.
Warranty
The air source heat pump system may come with a warranty provided by the manufacturer and/or the Installer. VTS does not provide any warranties on the system itself or on the installation work.
The Installer will provide you with the details of any warranties covering the air source heat pump system and its installation. Warranty claims must be directed to the Installer or the manufacturer, as applicable.
Complaints
If you have a complaint regarding the coordination services provided by VTS, please contact us at contact@vtshome.com. We will do our best to resolve any issues promptly.
Complaints relating to the installation or operation of the air source heat pump system should be addressed directly to the Installer in accordance with their complaints procedure.
Using Your Personal Information
You agree that we may use your personal data in accordance with our Privacy Policy, available at www.vtshome.com. Your information may be shared with third-party Installers for the purpose of providing the installation services.
Contact Us
Email: hello@vts.co.uk
General
These Terms are governed by the laws of England and Wales. We may assign or subcontract our rights without your consent. These Terms do not affect your statutory rights under the Consumer Rights Act 2015.