Terms & Conditions

These Terms & Conditions ("Terms") govern your use of the Norvera website and associated services. Norvera is a trading name of CSS International Ltd, registered in England and Wales under company number 16110027.

Our registered office is at 85 Great Portland Street, First Floor, London, W1W 7LT.

Contact us at hello@norvera.co.uk or 07506 418 993.

We connect customers who require boiler replacement or installation services with independent, Gas Safe registered engineers. The contract for any installation, service or maintenance work is formed directly between you and the engineer or installation company we introduce you to. Norvera is not a party to that contract.

Our responsibilities are limited to:

• Receiving and processing your enquiry
• Providing a fixed-price quotation based on information you supply
• Identifying and introducing a suitably qualified, Gas Safe registered engineer for your installation
• Acting as a point of contact during the booking process

Quotations provided through Norvera are fixed-price and based on the information you supply at the time of enquiry. A quotation is not a binding contract until confirmed in writing by both parties.

Additional work may be necessary where, for example:

• The flue route or location differs from what was described at enquiry
• System upgrades are required (e.g. magnetic filter, system flush, pressure vessels)
• Existing pipework or gas supply requires modification to meet current regulations
• Access is more complex than anticipated

In all such cases, the engineer will communicate any variation in scope and cost before proceeding. You are under no obligation to accept any additional work.

All engineers introduced by Norvera hold current Gas Safe registration, as required by The Gas Safety (Installation and Use) Regulations 1998.

You have the right — and we encourage you — to ask the engineer to present their Gas Safe ID card before any work begins. You can independently verify any engineer's registration at gassaferegister.co.uk.

Norvera verifies Gas Safe registration at the time of introducing an engineer. However, it remains the engineer's legal obligation to maintain current registration throughout the period they carry out gas work.

All new boiler installations arranged through Norvera include the manufacturer's product warranty — typically up to 10 years — subject to:

• The specific boiler model and manufacturer terms
• Annual servicing by a Gas Safe registered engineer (as required by most manufacturers)
• Registration of the product with the manufacturer within the specified timeframe

Warranty terms are set entirely by the manufacturer and are independent of any guarantee offered by the installing engineer. Norvera itself does not provide any product, parts or labour warranty. Any warranty claim should be directed to the manufacturer or the installing engineer as appropriate.

By using our services, you agree to:

• Provide accurate, complete and up-to-date information when requesting a quotation
• Notify us promptly if your requirements, property details or circumstances change after submission of your enquiry
• Ensure that a person aged 18 or over is present at the property on the agreed installation date
• Provide reasonable and safe access to the boiler location and all relevant areas of the property
• Ensure the gas supply, electrical supply and associated systems are accessible to the engineer
• Not engage, separately and directly, any engineer introduced by Norvera during or within 12 months of an active introduction, without our knowledge

As an intermediary, Norvera's liability is strictly limited to the scope of its role: the introduction of a suitably qualified engineer and the provision of a quotation based on information supplied.

To the fullest extent permitted by law, Norvera is not liable for:

• The quality, standard, timeliness or outcome of installation or maintenance work carried out by any introduced engineer
• Any consequential, indirect or economic loss arising from the actions or omissions of an introduced engineer
• Loss or damage caused by inaccurate information provided by the customer at enquiry
• Delays caused by third-party parts suppliers, manufacturer lead times, or factors outside our reasonable control

Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded.

You may cancel an enquiry or confirmed booking at any time prior to the installation date by contacting us at hello@norvera.co.uk or 07506 418 993.

Where parts have been specially ordered or significant preparatory work has been undertaken, a cancellation fee may apply. Any such fee will be communicated to you clearly and in advance before it is incurred.

Under the Consumer Contracts Regulations 2013, you have the right to cancel within 14 days of entering into a contract for services. Please note that if you request the installation to begin within the 14-day cooling-off period, your right to a full refund may be affected. We will inform you of this before confirming your booking.

If you are dissatisfied with any aspect of our service, we want to hear from you. Please contact us in the first instance:

We aim to acknowledge all complaints within 2 business days and to provide a full written response within 14 days. If your complaint relates to the quality of installation work, we will liaise with the appointed engineer on your behalf.

All content on the Norvera website — including text, images, logos, graphics, and software — is the intellectual property of CSS International Ltd or its licensors and is protected by applicable copyright and trade mark law. You may not reproduce, distribute or use any content without our prior written consent.

These Terms are governed by the laws of England and Wales. Any dispute arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where you are a consumer resident in Scotland or Northern Ireland, in which case you may also bring proceedings in your local courts.

We may update these Terms & Conditions from time to time to reflect changes in our services, business practices or applicable law. The most current version will always be available on this page, along with the date of last update. Continued use of our services after any change constitutes acceptance of the updated Terms.

For any questions relating to these Terms & Conditions, please contact us: