Terms and Conditions of Business

These Terms and Conditions apply to all services supplied by ELUVO Ltd, trading as ELUVO Climate Solutions, to domestic customers and, where applicable, small business customers.

By accepting a quotation, booking a service, paying a deposit, signing an agreement, confirming by email, SMS, WhatsApp, online booking, customer portal, ServiceM8 message, or allowing us to start work, you agree to these Terms and Conditions.

Nothing in these Terms and Conditions affects your statutory rights as a consumer.

Contents

1. Definitions
2. Scope of Services
3. Quotations and Estimates
4. Acceptance of Work
5. Customer Responsibilities
6. Deposits and Booking Payments
7. Payment Terms
8. Cancellations by the Customer
9. Cancellations or Delays by ELUVO
10. Surveys, Inspections and Diagnostics
11. Hidden Defects and Additional Work
12. Materials, Equipment and Product Selection
13. Ownership of Materials
14. Boiler Installation and Heating Work
15. Air Conditioning and F-Gas Work
16. Heat Pumps
17. Electrical Work
18. Smart Controls, Apps and Connected Devices
19. Making Good and Decoration
20. Access, Parking and Working Conditions
21. Asbestos and Hazardous Materials
22. Waste and Disposal
23. Completion and Commissioning
24. Certificates, Documentation and Reports
25. Manufacturer Warranties
26. ELUVO Workmanship Warranty
27. Customer-Supplied Materials
28. Maintenance Plans
29. Emergency and Out-of-Hours Work
30. Safety and Refusal to Work
31. Photos, Videos and Records
32. Customer Data
33. Liability
34. Insurance
35. Complaints
36. Reviews and Feedback
37. Third-Party Contractors and Subcontractors
38. Finance, Grants and Third-Party Payments
39. Website Information
40. Intellectual Property
41. Notices and Communications
42. Force Majeure
43. Changes to These Terms
44. Governing Law and Jurisdiction
45. Contact Details
46. Appendix A. Consumer Cancellation Form
47. Appendix B. Express Request to Start Work During Cancellation Period

1. Definitions

In these Terms:

“ELUVO”, “we”, “us”, “our” means ELUVO Ltd, trading as ELUVO Climate Solutions.

“Customer”, “you”, “your” means the person, homeowner, landlord, tenant with authority, property owner, managing agent, or business instructing us to carry out work.

“Services” means any work supplied by us, including but not limited to boiler installation, boiler servicing, boiler repairs, heating work, air conditioning installation, air conditioning servicing, heat pump work, maintenance plans, surveys, inspections, diagnostics, reports, and associated plumbing, electrical, ventilation, controls, and remedial work.

“Quotation” means a written price proposal issued by us.

“Estimate” means an approximate price based on the information available at the time.

“Work” means the labour, materials, equipment, installation, servicing, inspection, repair, or other services supplied by us.

“Property” means the address where the work is to be carried out.

2. Scope of Services

ELUVO provides domestic and light commercial climate and heating services, including:

1. Boiler installation, replacement, servicing, maintenance, and repair.
2. Central heating improvements, controls, thermostats, filters, and associated system upgrades.
3. Air conditioning installation, servicing, maintenance, and repair.
4. Air source heat pump consultation, installation, maintenance, and related system upgrades.
5. Maintenance plans and scheduled aftercare.
6. Home climate, heating, cooling, and energy efficiency inspections.
7. Diagnostic visits, technical reports, recommendations, and remedial works.

We may decline any work that we consider unsafe, unsuitable, non-compliant, outside our competence, outside our certification, or commercially impractical.

3. Quotations and Estimates

3.1 A quotation is valid for 14 days from the date of issue unless stated otherwise in writing.

3.2 A quotation is based on the information available at the time, including any photos, videos, survey findings, customer descriptions, site access, visible pipework, visible wiring, and visible condition of the property.

3.3 A quotation may change if:

1. The information provided by the customer is incomplete, inaccurate, or misleading.
2. Hidden defects or unsafe conditions are discovered.
3. Additional work is required to comply with safety, manufacturer, legal, or building regulation requirements.
4. Access is restricted or different from what was described.
5. The customer changes the scope, specification, brand, model, location, design, or installation requirements.
6. Supplier prices, material costs, or availability change before acceptance.
7. Additional parts, labour, scaffolding, lifting, electrical work, building work, drainage, condensate routing, flue work, access equipment, or specialist contractors are required.

3.4 An estimate is not a fixed price. It is an approximate guide and may increase or decrease once we inspect the property or begin work.

3.5 Any quotation or estimate does not include work that is not expressly listed.

3.6 Online prices, package prices, website quiz results, and automated recommendations are indicative only unless we confirm them in writing as a quotation.

4. Acceptance of Work

4.1 A contract is formed when you accept our quotation, confirm a booking, pay a deposit, sign an agreement, or instruct us to start work.

4.2 Acceptance may be given in writing, by email, text message, WhatsApp, online booking, electronic signature, customer portal confirmation, ServiceM8 message, or payment.

4.3 Once accepted, you are responsible for providing access, accurate information, and payment in accordance with these Terms.

5. Customer Responsibilities

You agree to:

1. Provide accurate information about the property, existing systems, faults, access, parking, restrictions, and previous works.
2. Ensure that you have authority to instruct us to carry out the work.
3. Provide safe and reasonable access to the property.
4. Provide access to water, electricity, gas meter, boiler, cylinder, consumer unit, loft, roof space, outside areas, pipe routes, controls, and other relevant areas.
5. Ensure the work area is clear, safe, and free from obstruction.
6. Keep children, pets, and vulnerable persons away from the work area.
7. Inform us of any known asbestos, damp, structural issues, electrical problems, unsafe flooring, pest problems, leaks, hidden pipework, or hazardous materials.
8. Obtain any permissions needed from landlords, freeholders, leaseholders, managing agents, neighbours, planning authorities, or building control where required, unless we have agreed in writing to handle this.
9. Make reasonable arrangements for parking, permits, or access to loading areas where required.
10. Protect or remove valuables, fragile items, furniture, decorations, flooring, and personal belongings from the work area.

If these responsibilities are not met, we may delay, suspend, cancel, or charge additional costs for the work.

6. Deposits and Booking Payments

6.1 We may require a deposit or booking payment before ordering materials, reserving an installation date, or starting work.

6.2 Deposits may be used to cover:

1. Equipment ordered for your project.
2. Materials and parts.
3. Supplier charges.
4. Administration and planning time.
5. Survey, design, or technical preparation.
6. Labour time reserved for your project.
7. Reasonable costs incurred if you cancel.

6.3 A deposit is not automatically non-refundable. If you cancel, we will assess any refund fairly, taking into account costs already incurred, materials ordered, supplier restocking charges, labour allocated, and any work already completed.

6.4 Special-order, bespoke, customer-specific, or non-returnable items may not be refundable once ordered, unless legally required.

7. Payment Terms

7.1 Payment terms will be stated on the quotation, invoice, or service plan agreement.

7.2 Unless agreed otherwise in writing:

1. Deposits are payable before booking is confirmed.
2. Interim payments may be required for larger projects.
3. Final payment is due immediately upon completion, commissioning, or issue of invoice.
4. Service visits are payable on completion unless prepaid.
5. Maintenance plans are payable monthly, annually, or as otherwise agreed.

7.3 We may withhold extended warranty registration, maintenance plan benefits, or non-essential documentation until all outstanding payments are received, unless prohibited by law.

7.4 If payment is late, we may:

1. Pause further work.
2. Cancel future bookings.
3. Charge reasonable administration costs.
4. Recover reasonable debt collection costs.
5. Charge interest where legally permitted.
6. Take legal action to recover the debt.

7.5 You must not withhold the full payment because of a minor issue. If there is a genuine dispute, you must pay the undisputed amount and notify us in writing of the disputed amount and reason.

8. Cancellations by the Customer

8.1 If you are a consumer and the contract was agreed online, by phone, by email, at your home, or away from our business premises, you may have a legal right to cancel within 14 days.

8.2 If you ask us to start work during the 14-day cancellation period, you must give express consent for us to begin. If you later cancel, you may have to pay for work already carried out and reasonable costs already incurred.

8.3 If the work has been fully completed with your express agreement during the cancellation period, your cancellation rights may be affected.

8.4 If you cancel after materials have been ordered, work has started, or labour has been allocated, we may deduct or charge reasonable costs incurred.

8.5 Cancellation requests must be made in writing by email, SMS, WhatsApp, customer portal message, ServiceM8 message, or other written communication.

8.6 Missed appointments, late cancellations, or failure to provide access may result in a reasonable call-out or cancellation charge.

8.7 For urgent repairs or emergency works specifically requested by you, cancellation rights may be limited once the urgent work has been completed.

9. Cancellations or Delays by ELUVO

9.1 We may cancel, postpone, or reschedule work if:

1. The work is unsafe.
2. Required parts or equipment are unavailable.
3. Weather conditions make work unsafe or impractical.
4. Access is not available.
5. The customer has not paid a required deposit or invoice.
6. The scope has changed.
7. We discover hidden defects, asbestos, unsafe electrics, unsafe gas installation, water damage, structural issues, or other risks.
8. An engineer is unavailable due to illness, emergency, or circumstances outside our control.

9.2 We will try to provide reasonable notice where possible.

9.3 We are not liable for losses caused by delay where the delay is outside our reasonable control.

10. Surveys, Inspections and Diagnostics

10.1 Survey, inspection, and diagnostic visits are based on visible and accessible areas unless otherwise agreed.

10.2 We do not guarantee that a visual inspection will identify every defect, hidden fault, design issue, installation defect, leak, wiring issue, pipe restriction, structural issue, insulation defect, or future failure.

10.3 Any report, recommendation, or diagnosis is based on the condition of the property and information available at the time.

10.4 Further investigation may be required before a final diagnosis or fixed quotation can be provided.

10.5 If invasive inspection is required, such as lifting floors, cutting access panels, opening walls, removing boxing, or exposing pipework, this will be quoted separately unless included in writing.

11. Hidden Defects and Additional Work

11.1 HVAC and plumbing work may reveal hidden defects that were not visible before work began.

11.2 Hidden defects may include, but are not limited to:

1. Damaged or undersized pipework.
2. Poor water quality or sludge.
3. Blocked heat exchangers, filters, strainers, or radiators.
4. Faulty valves, pumps, cylinders, expansion vessels, or controls.
5. Unsafe flues or ventilation.
6. Electrical defects.
7. Condensate drainage problems.
8. Asbestos or suspected asbestos.
9. Structural weaknesses.
10. Roof, wall, loft, or access limitations.
11. Previous non-compliant installation work.
12. Manufacturer-specific compatibility problems.

11.3 Any additional work required will be discussed with you and quoted where practical.

11.4 If additional work is necessary for safety or compliance, we may refuse to continue until the issue is resolved.

12. Materials, Equipment and Product Selection

12.1 We may recommend specific boilers, air conditioning units, heat pumps, filters, controls, parts, and accessories based on our professional opinion.

12.2 Product recommendations may consider property size, customer requirements, efficiency, warranty, availability, manufacturer support, installation suitability, budget, and long-term maintenance.

12.3 We may substitute materials or products with equivalent or better alternatives if the original item is unavailable, discontinued, delayed, or unsuitable, provided the substitution does not materially reduce the quality of the work.

12.4 Product images, brochures, website descriptions, and manufacturer information are for guidance only.

12.5 Manufacturer specifications, warranty terms, and product availability may change without notice.

13. Ownership of Materials

13.1 Goods and materials supplied by us remain our property until paid for in full, to the extent permitted by law.

13.2 Once materials are installed, we will not remove them in a way that creates a safety risk or unlawfully interferes with your consumer rights. Non-payment may still result in debt recovery action.

13.3 Risk in materials normally passes to you once they are installed at the property or delivered to the property under your control, except where the law states otherwise.

14. Boiler Installation and Heating Work

14.1 Gas work will only be carried out by appropriately qualified and Gas Safe registered engineers.

14.2 Boiler installations will be carried out in accordance with applicable safety, manufacturer, and regulatory requirements.

14.3 Where required, boiler installations will be notified to the relevant authority or competent person scheme so that appropriate compliance documentation can be issued.

14.4 We are not responsible for existing system defects unless we have expressly agreed to repair them.

14.5 Existing heating systems may require cleaning, flushing, filtration, inhibitor treatment, pipework changes, radiator upgrades, controls upgrades, or water quality improvements to protect the new appliance and manufacturer warranty.

14.6 If the existing system is dirty, blocked, undersized, poorly designed, or defective, this may affect performance and warranty.

15. Air Conditioning and F-Gas Work

15.1 Air conditioning work involving F-gases will only be carried out by appropriately qualified personnel and, where required, by a certified business.

15.2 Air conditioning installation may require suitable indoor and outdoor unit locations, safe mounting, condensate drainage, electrical supply, cable routes, refrigerant pipe routes, access, and permission from property owners or managing agents.

15.3 You are responsible for checking whether planning permission, landlord permission, freeholder permission, leasehold consent, conservation restrictions, or neighbour restrictions apply unless we have agreed otherwise in writing.

15.4 We are not responsible for refusal of permission, neighbour objections, planning enforcement, or management company restrictions unless we gave incorrect written advice.

15.5 Performance depends on insulation, room size, solar gain, ceiling height, occupancy, usage, doors, windows, heat sources, and installation conditions.

16. Heat Pumps

16.1 Heat pump performance depends on property heat loss, insulation, radiator or emitter sizing, pipework design, hot water demand, controls, customer usage, and external temperature.

16.2 A heat pump may require upgrades to radiators, pipework, cylinders, controls, insulation, electrical supply, and system design.

16.3 Any performance estimate, running cost estimate, or efficiency projection is not a guaranteed saving unless expressly stated in writing.

16.4 Grants, incentives, permissions, and scheme eligibility are subject to third-party rules and approval. We are not responsible if a customer is not eligible for a grant unless we gave incorrect written advice.

17. Electrical Work

17.1 Electrical work will be carried out by competent persons and in accordance with applicable requirements.

17.2 If the existing electrical installation is unsafe, outdated, overloaded, inaccessible, or non-compliant, additional remedial work may be required.

17.3 We are not responsible for existing electrical defects unless we have expressly agreed to repair them.

18. Smart Controls, Apps and Connected Devices

18.1 Smart thermostats, connected controls, Wi-Fi modules, manufacturer apps, and customer portals may depend on internet connection, third-party servers, app updates, device compatibility, and customer account access.

18.2 We are not responsible for third-party app outages, customer Wi-Fi issues, manufacturer platform changes, mobile device compatibility issues, or loss of features caused by third-party updates.

18.3 We may assist with setup where included, but ongoing app account management, passwords, device ownership, and internet service remain your responsibility.

19. Making Good and Decoration

19.1 Unless stated in writing, our price does not include full redecoration, plastering, painting, tiling, boxing-in, flooring repair, carpentry, or making good beyond basic functional finishing.

19.2 We will take reasonable care when working at the property, but some disturbance may be unavoidable, including holes, dust, access openings, marks, removed boxing, lifted flooring, or exposed routes.

19.3 Specialist making good, decoration, or finishing can be quoted separately.

20. Access, Parking and Working Conditions

20.1 You must provide safe and reasonable access for our engineers, vehicles, tools, and materials.

20.2 If parking permits, congestion charges, clean air zone charges, tolls, or special access arrangements are required, these may be charged to you.

20.3 If safe access equipment, scaffolding, lifting equipment, roof access, or specialist access is required, this may be charged separately unless included in the quotation.

20.4 We may refuse to work in unsafe, abusive, unsanitary, hazardous, or unreasonable conditions.

21. Asbestos and Hazardous Materials

21.1 You must tell us before work starts if you know or suspect that asbestos or other hazardous materials are present at the property.

21.2 We do not carry out asbestos removal unless expressly agreed through a competent specialist.

21.3 If asbestos or suspected asbestos is discovered, we may stop work immediately. Additional costs, delays, specialist testing, removal, or alternative design work may be required.

22. Waste and Disposal

22.1 Removal of old equipment, packaging, and waste is included only where stated in the quotation.

22.2 Hazardous waste, asbestos, contaminated materials, excessive waste, or waste created by other trades may be charged separately.

22.3 If you ask to keep removed equipment or parts, ownership and responsibility for those items passes to you once left at the property.

23. Completion and Commissioning

23.1 Work will be considered complete when the installation, repair, service, or agreed scope has been substantially completed and, where applicable, the system has been commissioned or left operational.

23.2 Minor outstanding items, cosmetic issues, documentation, or manufacturer registration do not normally prevent the work from being considered substantially complete.

23.3 You must notify us of any concerns as soon as possible after completion.

24. Certificates, Documentation and Reports

24.1 Where applicable, we may provide relevant documents such as invoices, service records, commissioning sheets, gas safety documentation, building regulation notifications, photos, reports, and manufacturer warranty information.

24.2 Some documents are issued by third parties, manufacturers, schemes, or registration bodies and may take time to process.

24.3 We are not responsible for third-party delays in issuing certificates or warranty confirmations.

25. Manufacturer Warranties

25.1 Products may include manufacturer warranties, subject to the manufacturer’s own terms and conditions.

25.2 Manufacturer warranties may require:

1. Correct installation.
2. Annual servicing.
3. Use of approved parts.
4. Correct system water quality.
5. Registration within a required period.
6. Compliance with manufacturer instructions.
7. Evidence of service history.

25.3 Failure to maintain the system may invalidate or reduce warranty cover.

25.4 Manufacturer warranties do not cover every issue and may exclude labour, call-outs, wear and tear, poor water quality, external damage, misuse, lack of servicing, or existing system defects.

26. ELUVO Workmanship Warranty

26.1 We warrant that our workmanship will be carried out with reasonable care and skill.

26.2 Unless stated otherwise in writing, our workmanship warranty is 12 months from completion.

26.3 Our workmanship warranty does not cover:

1. Existing defects.
2. Customer misuse.
3. Lack of servicing or maintenance.
4. Third-party interference.
5. Manufacturer product failure.
6. Poor water quality.
7. Blockages, sludge, scale, corrosion, or debris.
8. Accidental damage.
9. Damage caused by other trades.
10. Damage caused by freezing, weather, flood, fire, power surge, or external events.
11. Parts supplied by the customer.
12. Work altered by anyone other than us.

26.4 If you believe there is a workmanship issue, you must allow us reasonable opportunity to inspect and, where appropriate, repair the issue.

26.5 If another contractor repairs or alters our work without giving us reasonable opportunity to inspect it first, our responsibility may be reduced or voided.

26.6 If we attend a warranty call-out and the issue is not caused by our workmanship, a reasonable diagnostic or call-out charge may apply.

27. Customer-Supplied Materials

27.1 We may refuse to install customer-supplied materials, appliances, or equipment.

27.2 If we agree to install customer-supplied items, we are not responsible for their quality, suitability, warranty, missing parts, compatibility, delivery delays, damage, or performance.

27.3 Additional labour caused by customer-supplied materials may be charged separately.

28. Maintenance Plans

28.1 Maintenance plans are subject to the specific plan details agreed at the time of purchase.

28.2 A maintenance plan may include scheduled servicing, priority booking, reminders, reports, discounts, or other benefits depending on the selected plan.

28.3 Maintenance plans do not automatically include repairs, parts, emergency call-outs, upgrades, system cleaning, replacement equipment, or work caused by pre-existing defects unless expressly included.

28.4 Monthly plan payments must be maintained for benefits to remain active.

28.5 If a monthly payment fails, we may suspend plan benefits until the account is brought up to date.

28.6 Maintenance plan prices may be reviewed periodically. We will give notice of any price change.

28.7 You may cancel a maintenance plan by giving written notice, subject to any minimum term or cancellation terms stated in the plan agreement.

28.8 If you received discounted work, free servicing, or benefits under a plan and cancel early, we may charge a reasonable amount to recover benefits already supplied, where legally permitted.

29. Emergency and Out-of-Hours Work

29.1 Emergency or out-of-hours visits may be charged at a higher rate.

29.2 Attendance time is not guaranteed unless expressly confirmed.

29.3 We may not be able to repair the issue during the first visit if parts, access, further investigation, or specialist work is required.

29.4 Temporary repairs may be recommended where immediate permanent repair is not practical.

30. Safety and Refusal to Work

30.1 Safety is a priority. We may stop work if we identify an unsafe condition.

30.2 If we identify an immediately dangerous, at-risk, or non-compliant gas, electrical, heating, cooling, or plumbing condition, we may follow the relevant safety procedure, which may include isolating equipment, warning the customer, issuing documentation, or advising that the system must not be used.

30.3 We are not liable for loss of use where equipment must be isolated or disconnected for safety reasons.

31. Photos, Videos and Records

31.1 We may take photos and videos before, during, and after work for technical records, quality control, reporting, evidence, training, and customer documentation.

31.2 We will not intentionally publish identifiable personal information, addresses, faces, or private details without consent.

31.3 We may use non-identifiable project images for marketing, portfolio, training, or quality purposes unless you object in writing.

32. Customer Data

32.1 We may collect and use customer information to provide quotations, bookings, services, invoices, reports, reminders, warranty support, maintenance plans, and customer communication.

32.2 We may use third-party systems such as CRM, booking, payment, accounting, email, cloud storage, customer portal, or field service platforms to manage our services.

32.3 We will handle personal data in accordance with applicable data protection laws and any Privacy Notice made available by us.

32.4 A separate Privacy Notice may be published on our website or provided on request.

33. Liability

33.1 Nothing in these Terms limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence.

33.2 We are responsible for losses that are a foreseeable result of our breach of contract or negligence.

33.3 We are not responsible for:

1. Losses that were not foreseeable.
2. Pre-existing defects.
3. Losses caused by inaccurate customer information.
4. Losses caused by lack of access.
5. Losses caused by third parties.
6. Losses caused by manufacturer defects.
7. Losses caused by customer misuse or failure to maintain equipment.
8. Loss of profit, loss of business, loss of opportunity, or business interruption for domestic consumer contracts, except where legally required.
9. Damage to items not removed from the work area.
10. Consequential losses that could reasonably have been avoided.

33.4 You are responsible for taking reasonable steps to reduce loss, including notifying us promptly of any issue.

34. Insurance

34.1 We will maintain appropriate business insurance for the type of work we carry out.

34.2 Evidence of insurance can be provided on reasonable request.

35. Complaints

35.1 If you are unhappy with our work or service, you must contact us as soon as possible.

35.2 Complaints should be sent to:

• Email: support@eluvo.co.uk
• Telephone: 0117 463 6768
• Mobile / WhatsApp: 07724 392983
• Address: ELUVO Ltd, 64 Lancaster Road, Yate, BS37 5SX

35.3 Please include:

1. Your name.
2. Property address.
3. Invoice or job reference.
4. Description of the issue.
5. Photos or videos where relevant.
6. The outcome you are seeking.

35.4 We will review the complaint and aim to respond within a reasonable time.

35.5 You must give us reasonable opportunity to inspect and resolve any issue before instructing another contractor, unless there is an emergency or safety risk.

36. Reviews and Feedback

36.1 We may ask customers to leave reviews after work is completed.

36.2 Reviews must be honest and based on genuine experience.

36.3 If there is a problem, we ask that you contact us first so we have an opportunity to resolve it.

37. Third-Party Contractors and Subcontractors

37.1 We may use subcontractors, specialist contractors, suppliers, or third-party providers where appropriate.

37.2 We remain responsible for work that we have contracted to provide, unless otherwise agreed.

37.3 Separate third-party terms may apply to finance providers, grant providers, manufacturers, warranty providers, payment processors, or specialist contractors.

38. Finance, Grants and Third-Party Payments

38.1 If finance, grants, rebates, or third-party payment schemes are used, approval is subject to the relevant provider’s terms.

38.2 We are not responsible for refusal, withdrawal, delay, or change of finance, grant, or funding approval unless caused by our breach.

38.3 You remain responsible for payment unless we have agreed in writing that payment will be made directly by a third party.

39. Website Information

39.1 Information on our website is for general guidance only.

39.2 Website content, prices, savings examples, product descriptions, finance examples, performance estimates, and availability may change.

39.3 A website enquiry, online calculator, quiz result, boiler wizard result, product recommendation, or automated price indication does not create a binding quotation unless confirmed by us in writing.

40. Intellectual Property

40.1 All reports, designs, recommendations, website content, photos, diagrams, templates, written materials, and brand materials created by us remain our intellectual property unless agreed otherwise.

40.2 You may use documents supplied by us for personal use in relation to your property.

40.3 You must not copy, resell, publish, or commercially use our materials without written permission.

41. Notices and Communications

41.1 Written communication includes email, SMS, WhatsApp, customer portal messages, ServiceM8 messages, electronic signature platforms, and written letters.

41.2 You agree that quotations, acceptances, appointments, reminders, invoices, payment links, reports, cancellation notices, and service communications may be sent electronically.

41.3 You must keep your contact details up to date and notify us if your email address, phone number, billing address, or property access details change.

41.4 A message sent to the latest contact details provided by you will be treated as received unless there is clear evidence that it was not delivered.

42. Force Majeure

42.1 We are not liable for delay or failure caused by events outside our reasonable control, including severe weather, supplier delays, illness, strikes, transport disruption, power failure, system outages, government restrictions, accidents, emergencies, or shortage of materials.

42.2 If such an event occurs, we will try to reschedule or continue the work when reasonably possible.

43. Changes to These Terms

43.1 We may update these Terms from time to time.

43.2 The Terms that apply to your contract are the Terms in force when you accepted the quotation or booking, unless we agree otherwise in writing.

44. Governing Law and Jurisdiction

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

44.2 The courts of England and Wales will have jurisdiction, unless consumer law gives you the right to bring proceedings elsewhere.

45. Contact Details

For questions about these Terms, bookings, payments, complaints, or our services, contact:

• ELUVO Ltd trading as ELUVO Climate Solutions
• Company number: 17279172
• Registered office: 64 Lancaster Road, Yate, BS37 5SX
• Website: www.eluvo.co.uk
• Main telephone: 0117 463 6768
• Mobile / WhatsApp: 07724 392983
• General enquiries: hello@eluvo.co.uk
• Bookings: bookings@eluvo.co.uk
• Support / complaints: support@eluvo.co.uk
• Accounts / payments: accounts@eluvo.co.uk

Appendix A. Consumer Cancellation Form

Complete and return this form only if you wish to cancel the contract and you have a legal right to cancel.

To ELUVO Ltd trading as ELUVO Climate Solutions, 64 Lancaster Road, Yate, BS37 5SX, support@eluvo.co.uk

• Customer name:  
• Customer address:  
• Phone / email:  
• Job reference / quotation number:  
• Service ordered:  
• Date ordered:  

Statement: I hereby give notice that I cancel my contract for the supply of the service listed above.

• Customer signature:  
• Date:  

Appendix B. Express Request to Start Work During Cancellation Period

Use this wording when a customer asks ELUVO to begin work before the end of any 14-day cancellation period.

Customer consent wording:

“I request ELUVO Ltd to begin the agreed work before the end of any 14-day cancellation period. I understand that if I cancel after work has started, I may have to pay for work already carried out and reasonable costs already incurred. If the work is fully completed with my agreement during the cancellation period, my right to cancel may be affected.”