Terms & Conditions

1. Definitions

In these Terms & Conditions, the following definitions apply:

2. About Norton Building Services

Norton Building Services Ltd is a property maintenance company registered in England and Wales under Company Number 11427318. Our engineers are Gas Safe registered (Registration No. 665722) and our electricians are NICEIC approved. We provide scheduled and reactive maintenance services to landlords, property owners, and property managers across London, Hertfordshire, Buckinghamshire, Surrey, and Kent.

Our registered office address and contact details are available on our website at www.nortonbuildingservices.com. For customer service enquiries, you may contact us by telephone on 0208 226 0297 or by email at [email protected].

3. Plan Details & Covered Services

The services included in your Agreement depend on the Plan you have chosen. The table below sets out what is included in each Plan.

4. How Your Agreement Works

4.1 Start Date

Your Agreement begins on the date your first monthly payment is successfully processed. You will receive a confirmation email with your Agreement start date, Plan details, and Property address.

4.2 Initial Inspection

Within 30 days of your Agreement start date, we will carry out an Initial Inspection at your Property. During this visit, our engineer will assess the condition of your boiler, heating system, and any other systems relevant to your Plan. The purpose of this inspection is to identify any Pre-Existing Faults and confirm that your systems are in a serviceable condition. If we identify any Pre-Existing Faults, we will notify you in writing and these faults will be excluded from your Agreement.

4.3 Waiting Period

There is a 30-day Waiting Period from the start date of your Agreement. During this period, you may not make claims for reactive repairs or emergency Call-Outs. Scheduled services (such as your Annual Gas Safety Inspection and Boiler Service) may be booked during the Waiting Period but will be carried out at a mutually convenient time. The Waiting Period does not apply to renewals of existing Agreements.

4.4 Booking a Call-Out

To request a Call-Out, contact us by telephone on 0208 226 0297, by email at [email protected], or through the online booking portal on our website. We will arrange a visit within the response time specified for your Plan. You or your authorised representative must be present at the Property (or provide access) at the agreed time. If we attend and cannot gain access, this will count as one of your allocated Call-Outs for the year.

4.5 Annual Repair Cap

Each Plan includes an Annual Repair Cap, which is the maximum amount we will spend on parts and materials for repairs at your Property in any 12-month period. Labour costs for Covered Services are included in your monthly subscription and do not count towards the Annual Repair Cap. If the cost of parts and materials for a repair exceeds your remaining Annual Repair Cap, we will notify you before proceeding and you will be responsible for the excess cost. The Annual Repair Cap resets on each anniversary of your Agreement start date.

4.6 Call-Out Limits

Essentials Plan subscribers are entitled to 2 Call-Outs per year. Professional Plan subscribers are entitled to 4 Call-Outs per year. Total Cover Plan subscribers are entitled to unlimited Call-Outs. A Call-Out is defined as a single visit by an engineer to your Property. If a repair requires multiple visits (for example, to order and fit a part), each visit counts as one Call-Out. Unused Call-Outs do not carry over to the next year.

5. What Is Not Covered (Exclusions)

The following are not covered under any Plan and are excluded from your Agreement:

5.1 Pre-Existing Faults

Any fault, defect, or issue that existed before the start date of your Agreement or was identified during the Initial Inspection. This includes faults that become apparent within the first 14 days of your Agreement that, in our reasonable opinion, could not have developed within that period.

5.2 Sludge, Scale, and Corrosion

Damage caused by sludge (dirty water), limescale, or corrosion within your heating system, pipework, or radiators. This includes the cost of powerflush treatments required to resolve sludge-related issues, unless a powerflush is included as a scheduled service in your Plan (Total Cover only).

5.3 Cosmetic Damage

Repairs that do not affect the safe or functional operation of your systems or appliances, including scratches, dents, discolouration, or surface damage to boilers, radiators, or other equipment.

5.4 Boiler Replacement

Replacement of your boiler is not included in any Plan. If your boiler is deemed beyond economical repair (BER), we will notify you in writing and provide a quotation for a replacement boiler installation at a preferential rate. A boiler is deemed BER when the estimated cost of repair exceeds 60% of the cost of a like-for-like replacement.

5.5 Parts Availability

We can only carry out repairs if replacement parts are available. If parts for your boiler or system are no longer manufactured or available from our suppliers, we will inform you and the repair will not be covered. We will use reasonable endeavours to source parts but cannot guarantee availability for boilers or systems over 15 years old.

5.6 Third-Party Damage and Misuse

Damage caused by third parties (including tenants), misuse, neglect, attempted DIY repairs, or failure to follow manufacturer instructions. This includes damage caused by freezing due to the Property being left unheated or unoccupied for extended periods without adequate frost protection.

5.7 Structural and Building Work

Any work that requires structural alterations, building work, asbestos removal, or specialist access equipment (scaffolding, cherry pickers). If our engineer identifies the need for such work, we will advise you accordingly and the work will be quoted separately.

5.8 Other Exclusions

The following are also excluded from all Plans:

• Underfloor heating systems and controls
• Solar thermal panels and associated pipework
• Swimming pool or spa heating systems
• Commercial or industrial boilers rated above 70kW
• Shared or communal heating systems
• Damage caused by flood, fire, storm, lightning, or other acts of God
• Pest infestations or damage caused by vermin
• Any work required to comply with new building regulations introduced after the start of your Agreement
• Costs arising from gaining access to concealed pipework within walls, floors, or ceilings (making good is the Subscriber's responsibility)

6. Your Responsibilities

As a Subscriber, you agree to the following:

• Ensure that your Property's boiler and heating system are in good working order at the time of subscribing.
• Provide safe and reasonable access to your Property for our engineers at the agreed time.
• Inform us of any known faults or issues with your systems at the time of subscribing.
• Maintain your Property in a reasonable condition and ensure adequate ventilation and frost protection.
• Not attempt to carry out DIY repairs on gas or electrical systems covered by your Plan.
• Notify us promptly of any change of address, change of tenant, or change of ownership of the Property.
• Pay your monthly subscription by the due date. If a payment fails, we will attempt to collect it again within 7 days. If payment is not received within 14 days of the due date, we reserve the right to suspend your Agreement.

7. Payment Terms

7.1 Monthly Subscription

Your monthly subscription is payable in advance by credit or debit card via our secure payment processor (Stripe). Payments are collected on the same date each month, corresponding to the date of your first payment. All prices are inclusive of VAT where applicable.

7.2 Annual and 2-Year Payment Options

You may choose to pay annually (12 months upfront) for a 10% discount, or commit to a 2-year term for a 15% discount. Annual and 2-year payments are non-refundable after the 14-day Cooling-Off Period, except as described in Section 8.

7.3 Price Changes

We may increase your monthly subscription once per year, effective on the anniversary of your Agreement start date. We will give you at least 30 days' written notice of any price increase. If you do not wish to accept the new price, you may cancel your Agreement before the increase takes effect without penalty.

7.4 Failed Payments

If a payment fails, we will notify you by email and attempt to collect the payment again within 7 days. If payment remains outstanding after 14 days, we may suspend your Agreement. If payment remains outstanding after 30 days, we may terminate your Agreement. During any suspension period, you will not be entitled to Call-Outs or scheduled services.

8. Cancellation & Cooling-Off

8.1 Cooling-Off Period

You have the right to cancel your Agreement within 14 days of the start date (the "Cooling-Off Period") for a full refund, minus the cost of any services already provided during that period. To exercise this right, contact us by telephone or email.

8.2 Cancellation After Cooling-Off Period

After the Cooling-Off Period, you may cancel your Agreement at any time by giving us 30 days' written notice. For monthly rolling subscriptions, your Agreement will end 30 days after we receive your cancellation notice. No refund will be given for the final month of service. For annual or 2-year prepaid subscriptions, a pro-rata refund will be calculated based on the number of full months remaining, minus a £50 administration fee and the cost of any services already provided.

8.3 Cancellation by Norton

We reserve the right to cancel your Agreement with 30 days' written notice if: (a) you fail to pay your subscription after the grace periods described in Section 7.4; (b) you provide false or misleading information when subscribing; (c) you or your tenant refuse access to the Property for scheduled services or inspections; (d) your Property is found to be in a condition that makes it unsafe for our engineers to work; or (e) you make a fraudulent or exaggerated claim.

8.4 Effect of Cancellation

Upon cancellation, all Covered Services cease immediately on the cancellation effective date. Any outstanding Call-Outs or scheduled services that have not yet been carried out will not be provided. Certificates and reports already issued remain valid for their stated period.

9. Limitation of Liability

9.1 Maximum Liability

Our total liability under your Agreement in any 12-month period shall not exceed the Annual Repair Cap for your Plan, plus the cost of labour for Covered Services. In no event shall our total liability exceed three times the annual subscription fee paid by you for the relevant Property.

9.2 Consequential Loss

We shall not be liable for any indirect, consequential, or special losses, including but not limited to: loss of rental income, loss of profit, cost of alternative accommodation for tenants, damage to property contents, or any losses arising from the unavailability of heating or hot water, except where such losses are caused by our negligence.

9.3 Force Majeure

We shall not be liable for any failure or delay in performing our obligations under your Agreement where such failure or delay results from circumstances beyond our reasonable control, including but not limited to: severe weather, pandemic, industrial action, supply chain disruption, or government restrictions.

9.4 Nothing in These Terms

Nothing in these Terms & Conditions excludes or limits our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; or (c) any other liability that cannot be excluded or limited by law.

10. Data Protection & Privacy

We collect and process your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. The personal data we collect includes your name, contact details, Property address, payment information, and details of services provided. We use this data to administer your Agreement, provide Covered Services, process payments, and communicate with you about your Plan.

We do not sell or share your personal data with third parties for marketing purposes. We may share your data with our payment processor (Stripe) for the purpose of processing your subscription payments, and with our engineers for the purpose of providing Covered Services. You have the right to access, correct, or delete your personal data at any time by contacting us at [email protected].

11. Complaints Procedure

If you are dissatisfied with any aspect of our service, please contact us in the first instance by telephone on 0208 226 0297 or by email at [email protected]. We aim to acknowledge all complaints within 2 working days and provide a full response within 10 working days. If you remain dissatisfied after our internal complaints process, you may refer your complaint to an appropriate Alternative Dispute Resolution (ADR) provider.

12. General Conditions

12.1 Entire Agreement

These Terms & Conditions, together with your subscription confirmation, constitute the entire Agreement between you and Norton Building Services Ltd. No other terms, whether written or oral, shall form part of this Agreement unless expressly agreed in writing by a director of Norton Building Services Ltd.

12.2 Amendments

We may amend these Terms & Conditions from time to time. We will give you at least 30 days' written notice of any material changes. If you do not agree to the amended terms, you may cancel your Agreement before the changes take effect without penalty.

12.3 Assignment

You may not transfer or assign your Agreement to another person or property without our prior written consent. We may assign our rights and obligations under your Agreement to another company, provided that such assignment does not materially affect the services you receive.

12.4 Governing Law

This Agreement is governed by the laws of England and Wales. Any disputes arising from or in connection with this Agreement shall be subject to the exclusive jurisdiction of the courts of England and Wales.

12.5 Severability

If any provision of these Terms & Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

13. Contact Information