1 – These terms

1.1 – What these terms cover. These are the terms and conditions on which we supply products toyou, whether these are goods or services.

1.2 – Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.

2 – Information about us and how to contact us

2.1 – Who we are. We are CRS Matrix Limited established England and Wales. Our company registration number is 06316911 and our office address is Unit 18, Matrix House, Constitution Hill, Leicester, LE1 1PL. Our VAT number is 212707930 and our Gas Safe registration number is 218406.

2.2 – How to contact us. You can contact us by telephoning our customer service team on 0116 212 2182 or by writing to us at hello@crsmatrix.co.uk or CRS Matrix Limited, 11a Stanley Road, Leicester, England, LE2 1RG.

2.3 – How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

2.4 – “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.

3 – Our contract with you

3.1 – How we will accept your order. We will send to you a quote for the works requested through our accounting system which will require you to digitally sign the quote in order to accept it. Once we have received the digitally signing quotation within the period of time that the quote was live for, this will be deemed an acceptance of these terms & conditions.

Where a quote is sent to you through our accounting system but you choose not to digitally sign the quote and instead send an email indicating tha the quote has been accepted, or some form of verbal acceptance, then the contract will only be formed when we sent to you an email/letter confirming the contract.

3.2 – What to expect. Any samples, descriptive matter or advertising issued by us and any descriptions of the services contained in our published material or website or any other media are issued or published for the sole purpose of giving an approximate idea of the services and/or goods described in them. They shall not form part of the contract between us nor have any contractual force.

3.3 – If we cannot accept your order. If we are unable to accept your order, we will inform you of this. This might be because the timescale that you require the work to be conducted in is not achievable due to unexpected limits on our resources which we could not reasonably plan for.

4 – Our products and services

4.1 – Most products and services offered will involve us taking a £25 + VAT deposit with the remaining payment being taken on completion.

4.2 – All call outs to your premises to diagnose the faults and to provide a full and formal quote will be charged at £83.33 + VAT (the Initial Charge). This charge will cover 30 minutes of time at your premises. If more than 30 minutes is necessary for the diagnostic visit, then this will be chargeable in addition to the Initial Charge, which may be the case where we are necessitated in making safe to isolate gas/electric/water services such as to prevent further risk/damage to appliances, persons or property.

4.3 – Emergency call outs to gas escapes (trace and repair, or a temporary repair or making safe), loss of electricity, heating or hot water leaks will necessitate an elevated minimum initial charge of £160 + VAT. This will allow the person conducting the work sufficient time to diagnose and undertake any necessary works at the premises.

4.4 – In the rare occassions where the above initial time is not sufficient to resolve the situation and further investigations must be conducted to either electrical or gas installations, or resulting from an initial visit and/or some additional complex diagnostics are necessary, an elevated minimum initial carge of £240.00 + VAT will be occasioned.

4.5 – Our work comes with a twelve-month guarantee.

4.6 – If you are not satisfied with the services supplied, you must contact us in the first instance, in writing whether by email or post, identifying the concerns.

4.7 – The notification above at clause 4.4 must be within 12 months the completion of the work. We will attend to inspect it and carry out the necessary remedial work at our own expense.

4.8 – You agree that:

(a) If you do not contact us within 12 months, we have no liability apart from that liability which is unable to be restricted under the law.
(b) Our insurers may inspect any work carried out by us and you will allow access as required fro this purpose.
(c) If we have not received full payment from you within 28 days of the date of invoice then your guarantee is voided.
(d) There is a necessity for an annual boiler service. If this is not undertaken by you then the boiler guarantee will become voided.

4.9 – We can only be liable for rectifying work or services that we have provided to you. We shall not be responsible for any ensuing damage or claims brought about from a fault having been overlooked/not reported by you. Further, we will not be liable for other faults at the property that happen to occur during or around the time of our visits, that are not connected to the works we have performed at the property.

4.10 – All parts supplied by us are not manufactured by us. They are however covered under the manufacturer’s warranty. Where we are unable to provide manufacturers own parts for whatever reason, you will be notified of this ahead of the parts being supplied and the work being undertaken.

5 – Your rights to make changes

5.1 – If you wish to make a change to your order please contact us at the earliest opportunity. We will let you know if the change is posible. If it is possible, we will let you know about any changes to the price of the order, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.

5.2 – If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 8. Your rights to end the contract).

6 – Our rights to make changes

6.1 – Minor changes to the products. We may change the goods and services:

(a) to reflect changes in relevant laws and regulatory requires; and
(b) to implement minor technical adjustments and improvements, for example to methods of working due to Gas Safe requirements and work regulations in force from time to time. These changes will not affect your use of the goods to be supplied.

6.2 – More significant changes to the products and these terms. In addition, if any more significant changes are necessary then we will discuss these with you unless it is impossible to do so, in which case we will use our judgement to ensure that the goods and services are delivered to you as closely to the order as possible.

7 – Providing the products

7.1 – Delivery costs. The costs of delivery will be as set out to you within the initial course of email exchanges and discussions.

When we will provide the goods. During the order process we will let you know when we will provide the products to you.

7.2 – We are not responsible for delays outside our control. If our supply of the goods and services is delaying by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to mimimise the effect of the delay. Provided we do this we will not be liable for delays caused, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not yet received subject to any costs and charges that we have incurred.

7.3 – Collection by you. If you have asked to collect the goods from our premises, you can collect them from us at any time during our working hours of 8:30am – 5:30pm from Unit 18, Matrix House, Constitution Hill, Leicester, LE1 1PL on weekdays (excluding public holidays). If a weekend collection is required then you may arrange this with us by prior appointment.

7.4 – If you do not re-arrange delivery. If you do not collect the products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from us we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and caluse 10.2 will apply.

7.5 – If you do not allow us access to provide services. If you do not allow us access to the areas necessary to perform the services as arranged (and you do not have a good reason for this) we will charge you additional costs incurred by us as a result. If, despite our reasonable efforts, we are unable to obtain access we may end the contract and clause 10.2 will apply.

7.6 – Date for delivery of the goods in the order. Any dates quoted for delivery of the goods and services are approximate only, and the time of delivery is not of the essence. We shall not be liable for any delay in delivery of the goods and services that is caused by an event outside of our control (also known as a Force Majeure Event) or due to your failure to provide us with delivery instructions or any other instructions that are relevant or access to the area of works in order to reach the finalisation of the supply of the goods and services.

7.7 – When you own goods. Title to the goods shall not pass to you until we have received payment in full (in cleared funds) for the goods and any other goods that we have supplied to you in respect of which payment has become due.

7.8 – We may also suspend supply of the products if you do not pay. If you do not pay us the instalments set out within the order of the services and products when you are supposed to (see clause 12.6) and you still do not make payments within 14 days of us reminding you that payment is due, we may suspend supply of the products and services until you have paid us the outstanding amounts. We will contact you by email to tell you we are suspending supply of the services and products. As well as suspending the products we can also charge you interest on your overdue payments (see clause 12.7).

8 – Your right to end the contract

8.1 – You can always end your contract with us. Your rights whenyou end the contract will depend on what services and goods you have contracted to purchase, how we are performing and when you decide to end the contract:

(a) If you have just changed your mind about the goods and services in the cooling-off period, see clause 8.2. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions for costs and charges that we have incured up to that point;
(b) If you have just changed your mind about the goods and services, after the end of the cooling-off period. You may still be able to get a refund, but this may be subject to deductions for costs and charges that we have incurred and any loss of profits that we have suffered;
(c) In all other cases (if we are not at fault and there is no right to change your mind), see clause 8.5.

8.2 – Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most goods and services bought by exchange of emails and telephone calls, you have a legal right to change your mind within 14 days and receive a refund. These rights are set out in the Consumer contracts Regulations 2013.

8.3 – When you don’t have the right ot change your mind. You do not have a right to change your mind in respect of:

(a) services, once these have been completed, even if the cancellation period is still running;

8.4 – How long do I have to change my mind? How long you have depends on what you have contracted to purchase and how it is delivered.

(a) Have you bought services (for example, specialist gas and heating services)? If so, you have 14 days after the day we email you to confirm we accept your order. However, once we have completed the services you cannot change your mind, even if the period is still running. If you cancel after we have started the services, you must pay us for the services provided up until the time you tell us that you have changed your mind.

8.5 – Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you do not have a right to change your mind (see clause 8.1), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for goods or services is completed when the product is delivered. A contract for services is completed when we have finished providing the services and you have paid for them. If you want ot end a contract before it is completed where we are not at fault and you have now changed your mind, just contract us to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided but we deduct from that refund (or, if you have not made an advance payment, change you) reasonable compensation for the net costs we will incur as a result of your ending the contract, such chanrges also to include loss of profit which will increase the closer to the date of the services that the cancellation is received for.

9 – How to end the contract with us (including is you have changed your mind)

9.1 – Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:

(a) Email. Email us at hello@crsmatrix.co.uk. Please provide details of what you purchased, when you ordered and your name and address.
(b) By post. Write to us at CRS Matrix Limited, 11a Stanley Road, Leicester, England, LE2 1RG, including details of what you purchased, when you ordered and your name and address.

9.2 – How we will refund you. We will refund you the price you paid for the services and products, by the method you used for payment. However, we may make deductions from the price, as described below.

9.3 – Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:

(a) We may deduct from any refund an amount for the costs and charges that we have incurred up to the time when you told us you had changed your mind. It will alos take into account any loss of profit that we have suffered.

9.4 – When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then your refund will be made within 30 days of the last service conducted in your order. If we are able to book any other work on the date(s) that were attributed to the services to be offered to you but then which were cancelled, then we will look to minimise any loss of profit amounts chargeable to you.

10 – Our rights to end the contract

10.1 – We may end the contract is you break it. We may end the contract for services or products at any time by writing to you if:

(a) you do not make any payment to us when it is due and you still do not make payment within 14 days of us reminding you that payment is due;
(b) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the service, for example, the address of the works;
(c) you do not, within a reasonable time, allow us to deliver the products to you or collect them from us.

10.2 – You must compensate us if you break the contract. If we end the contract in the situations set out in clause 10.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

11 – If there is a problem with the product

11.1 – How to tell us about problems. If you have any questions or complaints about the goods or services supplied, please contact us. You can telephone our customer service team on 0116 212 2182 or write to us at hello@crsmatrix.co.uk and CRS Matrix Limited, 11a Stanley Road, Leicester, England, LE2 1RG.

11.2 – Summary of your legal rights. We are under a legal duty to supply goods and services that are in conformity with this contract. Nothing in these terms will affect your legal rights. We would refer you to the Consumer Rights Act 2015 (the Act) if you are a Consumer, as defined within the Act.

12 – Price and payment

12.1 – Where to find the price for the services. The price of the goods and services will be the price as set out to you in the order and agreed. We take all reasonable care to ensure that the price of the services and goods chosen and advised to you is correct. However please see clause 12.5 for what happens if we discover an error in the price of the goods and services you order.

12.2 – Services based in the UK. The price of the services shall be inclusive of all costs and charges of travel, hotel charges, packaging, insurance, transport of our materials and equipment.

12.3 – Services based wholly or partly outside the UK. The price of the services shall exclude all costs and charges of packaging, insurance, transport of ourselves, our employees, agents, consultants and sub-contractors and our material and equipment or any subsistence for the duration of the overseas stay. These separate costs will be your responsibility to arrange and pay for directly in addition to the price for the goods and services.

12.4 – Additional work over and above the services in the Order. For all gas and heating work, we will only work to 5.30pm. If you wish for us to stay longer than this, then additional charges will apply as stated in the order.

12.5 – What happens if additional requests for the service are made by you. If there are additional requests or requirements for the services to be undertaken that you have arranged which are over and above those stated in the order, and these cause an increase in the price then we will notify you of this in writing. If agreement is not reached in relation to the updated price for the goods and services then we may end the contract, refund to you any sums you have paid subject to the clauses above about refunds less costs and charges already incurred by us and any loss of profits.

12.6 – When you must pay and how you must pay. A payment schedule with dates for payments will be set out in the order.  We accept payment by way of bank transfer from you to us, cash payments to the technician, payment over the phone by card, through the link in the invoice sent to you following completion of the work.  We will set out the bank details for us in the order for the payments to be made.  When you must pay depends on what services and products you are buying:

(a) For services, the full price of the services must be paid on conclusion of the works or within 7 days from the date of invoice. The applicable option will be advised to you specifically.

12.7 – We can charge interest if you pay late. If you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the rate of 8% a year above the base lending rate of the Bank of England from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.  If invoices are not paid promptly within the permitted 7 days for payment then we will also look to recover £40.00 + VAT for administration costs for chasing you for payment.

13 – Our responsibility for loss or damage suffered by you

13.1 – We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill.  We are however not responsible for any loss or damage that is not foreseeable.  Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

13.2 – We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products as summarised at clause 11.2.

14 – How we may use your personal information

14.1 – How we may use your personal information. We will only use your personal information for the duration of the contract.  As we enter details of registration of products and Gas Safe registrations, we will enter such details as are necessary for such installations.  We will then not retain your records thereafter beyond a period of 12 months.

15 – Force Majeure Events

15.1 – Neither party shall be in breach of the contract nor liable for delay in performing or failure to perform, any of its obligations under the contract if such delay or failure result from events, circumstances or causes beyond its reasonable control.  In such circumstances the time for performance shall be extended by a period of 12 months from the commencement of the Force Majeure Event (such date of commencement shall be determined by us).  If the delivery of the services within the order is rescheduled by you beyond the 12 month period then we reserve our right to increase the total price for the services within the order by 10%.  We also reserve the right to dictate the rescheduled booking date dependant on our work diary.

15.2 – In the event of a Force Majeure Event occurring, the parties are still bound by the terms of the contract until this contract is formally ended in accordance with clauses 8, 9 or 10.

16 – Limitation of liability

16.1 – We shall exercise all reasonable skill, care and diligence in the discharge of our agreed duties.  It is understood by you that in the event of any unforeseen exceptional circumstances outside our control causing loss to you then we will only be responsible for the return of all sums paid to date by you.

17 – Other important terms.

17.1 – Work which is undertaken against the advice of our representative, whether this is given orally, or in writing, will cause the guarantee to become voided if we indicate that further works need to be carried out but this is not done.  If this is the case following an oral instructions on site, we will follow this up in writing to notify you of the guarantee having been voided as soon as we are able to do so.  We will also identify the works necessary to re-establish the guarantee and the cost for this.

17.2 – The guarantee set out at clause 4.4 above will not apply:

(a) to any work to unblock waste or drainage pipes. Where we unblock a condensate pipe and must unblock a drain to facilitate success, if the drain re-blocks thereafter, this would not be covered by any guarantee on our part.
(b) where we are instructed to undertake works to existing installations that we advise are inferior, or more than 10 years old, we will be unable to offer a guarantee in relation to the effectiveness, or otherwise, of our work in these cases.

17.3 – If a court finds part of these terms and conditions to be unlawful, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

17.4 – Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.

17.5 – Safety and conduct during the services. You agree to be responsible for the safety and conduct of all work personnel for us for the provision of the services at the premises within the order.  We reserve the right to terminate the services without the refunding of any fees if we deem the conduct of any person(s) within the property or affecting the workmen to be unruly, inappropriate or likely to cause harm to persons or damage to property, whether ours or to the venue.  You agree to pay in full for all loss (including consequential loss) and damage caused by anyone during the undertaking of the services in the order.

Variation of the contract. Except as set out in these conditions, no variation of the contract shall be effective unless it is agreed in writing between the parties.

17.6 – Public Liability insurance. We confirm and agree that we have a policy of public liability insurance in respect of our own legal liability ofr individual claims not exceeding £5 Million. If you believe additional cover will be required then please set this out to us as it may cause the price of the services to increase.

17.7 – Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts.

17.8 – Legal services. If you fail to make a payment/payments due to us under the Contract and as set out in the order by the due date of the instalment or you breach any term of this contract and we need to engage any legal services then you will be responsible for paying the costs and charges incurred by us for the legal services that are engaged, in full, on an indemnity basis. This is applicable whether Court proceedings are required or not.