Terms and conditions

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Customer Terms & Conditions – Herolec

Company Name: Herolec

Contact: enquire@herolec.co.uk

Company Number: 16563564

Last updated: 15/02/2026

1. Definitions

• “Company” means Herolec limited.
• "Herolec" means Herolec limited.
• “Customer” means the person receiving electrical services.
• “Services” means installation, repair, maintenance, inspection, emergency call-outs or any work carried out by Herolec.
• “Contract” means the agreement formed when the Customer accepts a quotation, books an appointment, or requests Herolec to begin work.

2. Consumer Rights

2.1 Nothing in these terms removes or reduces the Customer’s legal rights under the Consumer Rights Act 2015.

2.2 Herolec will provide the Services with reasonable care and skill and within a reasonable time.

3. Quotations

3.1 Written quotations are valid for 30 days unless stated otherwise.

3.2 Quotations are based on information available at the time. Any unforeseen work or issues will be discussed with the Customer before being carried out.

3.3 Prices include VAT 

4. Cancellations

4.1 If the Customer books work remotely and requests quick or immediate attendance, the Customer agrees that Herolec may start work straight away.

4.2 Cancellation charges:

• More than 24 hours’ notice: No charge
• Less than 24 hours’ notice: A reasonable fee may apply
  4.4 If materials have already been purchased for the Customer’s job, Herolec may charge for those materials if the job is cancelled.

5. Emergency Call-Out Terms

5.1 Emergency call-outs include, but are not limited to:

• Loss of power
• Tripping circuits
• Burning smells or sparking
• Exposed live wiring
• Dangerous breakdowns requiring immediate attendance

5.2 Emergency call-out charges apply regardless of whether the issue is repairable on arrival.

Charges may include:

• Call-out fee
• Hourly labour rate
• Out-of-hours premium
• Parts or materials, if required

5.3 Herolec will diagnose the fault and advise the Customer of any repair costs before proceeding.

5.4 If the Customer declines the repair after the diagnosis, the call-out fee and time spent will still be chargeable.

5.5 Where a problem requires isolation of circuits for safety, Herolec is not liable for loss of power or inconvenience caused by isolating dangerous circuits.

6. Access & Customer Responsibilities

6.1 The Customer must ensure safe access to the property and areas of work.

6.2 The Customer must inform Herolec of:

• Known hazards
• Concealed wiring, pipes, or structural issues
  6.3 Herolec is not responsible for damage caused by hidden services not disclosed or reasonably apparent.

7. Materials & Parts

7.1 Materials supplied remain the property of Herolec until paid for in full.

7.2 Manufacturer warranties apply to new parts installed.

7.3 If the Customer supplies their own parts, Herolec provides no guarantee on those parts and accepts no liability for performance issues.

8. Workmanship Guarantee

8.1 Herolec guarantees workmanship for 12 months from completion of the work.

8.2 The guarantee does not cover:

• Accidental or deliberate damage
• Tampering or misuse
• Alterations made by third parties
• Pre-existing faults
• Consumables (bulbs, fuses, batteries)

8.3 Faults caused by pre-existing electrical issues or poor condition of wiring are not covered.

9. Compliance & Certification

9.1 All work is carried out to:

• BS 7671 (IET Wiring Regulations)
• Building Regulations Part P
  9.2 Certificates (EIC, EICR, Minor Works) are issued once work is completed and paid for in full.

10. Payment Terms

10.1 Payment is due immediately upon satisfactory completion or within 14 days unless otherwise agreed in writing.

10.2 Deposits may be required for larger jobs or materials.

10.3 Late payments may incur reasonable administration or reminder charges in line with UK consumer law.

11. Liability

11.1 Herolec holds full Public Liability Insurance.

11.2 Herolec is not responsible for:

• Losses caused by pre-existing faults
• Indirect or consequential losses (e.g., spoiled food, loss of income, inconvenience)
  11.3 Herolec does not limit or exclude liability for:
• Death or personal injury caused by negligence
• Fraud
• Customer statutory rights

12. Waste Removal

12.1 Standard electrical waste will be removed where practical.

12.2 Additional charges may apply for large items or specialist disposal.

13. Variations & Additional Work

13.1 Any changes requested after work has started may incur extra charges.

13.2 No additional work will be carried out without Customer approval.

14. Complaints Procedure

14.1 Complaints should be submitted in writing to: jamie@herolec.co.uk

14.2 On receipt of your complaint the business aims to respond within 5 days.

        The business will arrange a convenient date to come and view and/or remedy the situation within 28 days.

        In the unlikely event the business is unable to resolve your complaint having exhausted the business

        complaints procedure, it may be necessary to use another complaint service. 

        Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us;

        and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.

The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as       part of the Which? Trusted Traders Endorsement.

 If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution.

 You will need to contact Which? Trusted Traders on 029 2267 0040 who can explain if you are eligible to use their Alternative Dispute Resolution.

15. Governing Law

These Terms & Conditions are governed by the laws of England and Wales.