Terms and Conditions

version 5; last modified June 2023

By using this website, you’re agreeing to these terms. If you don’t accept the terms, please don’t ask us to find you a Local Hero or continue to use the website. We recommend that you print these terms and conditions from time to time and keep a copy. You should do the same for any terms and conditions given to you by your Local Hero.

At Local Heroes, we care about privacy and we protect your personal data. We want to be transparent about how we use your personal data, so before you read our Terms and Conditions, we want to point out that Bord Gáis Energy Limited, is the data controller of your personal data. Although our Privacy policy does not form part of the contract between you and Local Heroes, we recommend that you read our Privacy policy, to understand how we collect and use your personal data and your data protection rights.

We also draw your attention to the following important sections:

Section 1 – The Local Heroes
Section 2 – Prices shown on this website
Section 3 – Job booking and cancellation charges
Section 4 – Payment, and in particular the requirement to pay through the website and not make payment directly to the Local Hero
Section 5 – Sale and supply only
Section 6 – Getting into your property
Section 7 – Our guarantee backed by Bord Gáis Energy
Section 8 – 10 Year Boiler Warranty from Bord Gáis Energy
Section 9 – 5 Year Heat Pump Warranty from Bord Gáis Energy
Section 10 – Offers
Section 11 – Complaints
Section 12 – Our liability
Section 13 – Important Things to Know

1. The Local Heroes

All Local Heroes are vetted when they sign up and agree to a code of conduct. Details of what we check and the code of conduct can be found on the website.

We act as an introducer between you (the customer) and the Local Hero and these terms are for the use by you of the Local Heroes website only. The terms on which the work or repair is completed are as agreed between you and the Local Hero directly.

We remind all Local Heroes to give customers a copy of their terms and conditions, if applicable, when they provide a quote. If your Local Hero hasn’t, please ask before you accept the quote. In the event of a conflict between these website terms and the Local Hero terms, the Local Hero terms will prevail, except in relation to job booking, payment and the guarantee where sections 3, 4 and 6 of these terms will prevail and take precedence.

You should be aware that although we will make best efforts to introduce you to a trusted Local Heroes the ultimate responsibility lies with you in ensuring you are happy with the terms on which the work will be completed and that the Local Hero is equipped to do the work you need.

Specifically we do not:

Credit check the company or individuals
Check the bankruptcy history of the individual Local Heroes or directors of the company
Carry out any criminal checks
Perform a full risk assessment of each individual Local Hero
Validate all documentation supplied by the Local Heroes (e.g. Insurance certificates and qualification) to ensure they are not fraudulent

Should you have any doubts with the Local Hero then you should cancel the job and let us know. We will then investigate the Local Hero and take appropriate action, potentially removing them from the website.

2. Prices shown on this website

Any prices shown on this website are best effort estimates only, based on the information you have given us and our data but are to be used as guidelines only.

The prices shown on the website are not a commitment to carry out the work at that estimated price.

Your selected Local Hero will assess the work required and provide an updated, formal quote, before carrying out the work and you must agree to such quote before any work commences. You have the right to cancel the work any time before the work is actually carried out, although in some cases please be aware that a cancellation charge may apply (see section 3 below).

3. Job booking, cancellation and charges

Booking

The process for booking a Local Hero is as follows:

You enter a description of the job you need doing and based on this information an initial price estimate will be generated and, if the estimate is acceptable you will be matched with a Local Hero to do the work for you
When you click “Find a Hero” you consent to sharing your personal information with the Local Heroes in your area to service your request. In the first instance this is limited to your postcode only
If a Local Hero accepts the job, we’ll match you and at this point we’ll pass on your name, address and contact number, so that the Local Hero can contact you directly to discuss the request. Depending on the nature of the work request, the Local Hero may be able to provide you with a quote over the phone. If you agree the phone quote the Local Hero will then agree with you when to carry out the work
Some jobs may require a visit before a quote can be given. This is to be agreed between you and the Local Hero. If a visit is required, when the Local Hero arrives at your property they will assess the job and provide you with a formal quote. If you accept the formal quote they will then agree with you when to carry out the work

Diagnostic fee

Even after a site visit, some jobs need a bit more investigation before a quote can be given for the full work. If the Local Hero needs to investigate further they will give you a quote for the time they need to investigate, this is a diagnostic fee and not a call out charge. If you choose not to proceed with the work, you will be required to pay the diagnostic fee. If you do not want to pay the diagnostic fee, you should either cancel the job or not accept the quote.

Once the Local Hero has diagnosed the issue, they will be able to provide you with an updated detailed quote for the work, and if you would like to go ahead, you should accept the quote at that time.

Rescheduling

If you need to reschedule your job just ask your Local Hero. Once you’ve agreed another time, your Local Hero will be able to change the date and time and send you an updated booking confirmation.

Cancellation and charges

You can cancel the job at any point of this process, but if you cancel the job after accepting the quote you may be charged a cancellation charge, and/or reasonable costs for work already carried out or materials already purchased and/or a restocking fee.

To cover any reasonable inconvenience to the Local Hero, a cancellation charge will also apply if the Local Hero cannot gain access to your premises. In this case, they will try and call you and will wait a minimum of 10 minutes, but they will leave if they still cannot get access after this time.

Quality checks

From time to time we may ask an independent third party to quality check the work completed by the Local Hero to ensure it is safe and conforms to the latest regulations and standards.

If we choose to quality check the work the Local Hero has done on your property, we will pass your information to our trusted third party to get in touch to arrange a suitable time to visit you. You are under no obligation to agree but we encourage quality checks to be carried out when offered.

Energy Credits

All energy credits attributable to the jobs carried out by the Local Hero shall be assigned to us in accordance with the Irish Government’s Energy Efficiency Obligation Scheme or any replacement scheme.

4. Payment

Once the work is completed, you should make payment as soon as possible using the link we email to you. This will take you to the payment site provided by our trusted third party payment provider Stripe Payments EU Limited (“Stripe”).

Only Stripe sees your payment details and no payment details are stored by us. The communications between you and Stripe use secure SSL encryption to ensure your transaction is safe. Stripe is also an authorised and regulated company.

You should only ever pay for the work through a payment request from LocalHeroes.ie. The link will be sent to you on completion of the work.

Do not pay the Local Hero directly through any other method e.g. cash, cheque or debit or credit card, in person or over the phone. Should you do so; any guarantee for the work will no longer be backed by Bord Gáis Energy Limited and we may not be able to assist if you encounter any issues with the service or the Local Hero.

If your Local Hero attempts to encourage you to make payment outside of the platform, please notify us immediately via our website here.

5. Sale and supply only

Boiler

If you are ordering a boiler installation, the boiler and most parts will be provided by us and the installation of the boiler will be provided by a Local Hero. These terms set out the terms of sale and supply only of the boiler or parts.

We will supply most of the parts needed for the boiler installation (being the boiler, flue, thermostat, etc. unless otherwise stated in the quote). Occasionally the Local Hero will need to provide one or more parts required for the boiler installation and in such instances, those parts must be purchased from the Local Hero. The Local Hero will invoice you for those parts along with their labour costs.

Boiler Installation

The terms of installation of the boiler will be provided by, and need to be agreed with, the Local Hero.

Electric Vehicle (EV) Charge Point

If you are ordering an EV charge point installation, the EV charge point unit will be provided by us and the installation of the EV charge point together with such other parts required for or in connection with the EV charge point installation will be provided by a Local Hero. These termsset out the terms of sale and supply only of the EV charge point unit.

6. Getting into your property

The Local Hero will only work on your property if there’s someone 18 years old or older present at all times during the visit.

It’s your responsibility to give the Local Hero access to your property. If they can’t get access they won’t be able to complete the work and it is then up to you to arrange another appointment with the Local Hero, and the Local Hero may charge you a cancellation fee.

7. 12 month guarantee

The work carried out and the parts supplied and fitted by the Local Hero are guaranteed by them for a period of 12 months from the date the work is completed, unless you are notified otherwise by the Local Hero, for example if the job is just a temporary fix. Parts that you supply yourself are not guaranteed.

If anything should go wrong, you must first contact the original Local Hero who carried out the job. They must be given a reasonable opportunity to resolve any issues first. If they are not available in a reasonable timescale, then we will find another Local Hero for you. To find out more about the 12 month guarantee backed by Bord Gáis Energy Limited, click here.

This guarantee does not affect your statutory rights under the Consumer Protection Act 2007, if applicable and any laws that replace it. If you want independent advice about your rights, you can speak to Citizens Information or the European Consumer Centre.

8. 10 Year Boiler Warranty from Bord Gáis Energy

If you choose to have a boiler installed through Local Heroes, Bord Gáis Energy will provide you with a 10 year warranty. The warranty is valid for 10 years from the date your boiler is installed. For your warranty to remain active, you must have your boiler serviced annually by a Bord Gáis Energy service engineer and comply with the terms and conditions for the warranty at https://www.bordgaisenergy.ie/resources/ts-cs-warranty . Bord Gáis Energy will provide your first boiler service for free but for each year thereafter your boiler service will be charged at Bord Gáis Energy’s standard price for Complete Boiler Care which is set out at https://www.bordgaisenergy.ie/services/service .

In order to avail of your first free boiler service, you must book an appointment with Bord Gáis Energy within 12 months of the installation of your boiler. Bord Gáis Energy will contact you before your first service is due to schedule an appointment.

To activate your warranty cover, a HomeCare account will be set up for you by Bord Gáis Energy so that you can be reminded of your annual service and manage any claims you may make under the warranty. If you wish to find out more information about your warranty cover, please visit https://www.bordgaisenergy.ie/resources/ts-cs-warranty

9. 5 Year Heat Pump Warranty from Bord Gáis Energy

If you choose to have a heat pump installed through Local Heroes, Bord Gáis Energy will provide you with a 5 year warranty. The warranty is valid for 5 years from the date your heat pump is installed. For your warranty to remain active, you must have your heat pump serviced annually by a Bord Gáis Energy service engineer and comply with the terms and conditions for the warranty at https://www.bordgaisenergy.ie/resources/ts-cs-warranty . Bord Gáis Energy will provide your first heat pump service for free but for each year thereafter your heat pump service will be charged at Bord Gáis Energy’s standard price for Heat Pump Care which is set out at https://www.bordgaisenergy.ie/services/service .

In order to avail of your first free what pump service, you must book an appointment with Bord Gáis Energy within 12 months of the installation of your heat pump. Bord Gáis Energy will contact you before your first service is due to schedule an appointment.

10. Offers

“DUBLIN150”

There will be 500 Discount Codes available, and they will be active from 14 April 2023 to 10 August 2023. The Discount Code value is €150 and will apply to the Local Heroes Parts cost (inc. VAT). The Discount Code is “DUBLIN150” and can only be used on job type ‘Gas Boiler Install’ and must be applied by the customer at the payment entry stage of the process. This Discount Code (DUBLIN150) cannot be used in conjunction with any other code or discount. If a customer creates a job on Local Heroes, we can’t guarantee that it will be matched with a Local Hero, however, we will try our best. If the job cannot be matched then it will automatically expire. Local Heroes Gas Boiler Installs are not available in all areas of Ireland. In this case, then the job will remain unmatched and will automatically expire. The offer is only applicable to boiler install jobs created within the dates set out in clause 2 or prior to the expiry of the 500 available discount codes. Only one Discount Code is applicable per customer. Bord Gáis Energy/ Local Heroes can amend these terms and conditions of offer at our discretion and/ or we can withdraw the offer at any time. The Boiler Scrappage Code (DUBLIN150) cannot be redeemed when the customer is using Humm as a payment method.

“DEAL200”

There will be 500 Discount Codes available, and they will be active from 01 October 2023 to 30 November 2023. The Discount Code value is €200 and will apply to the Local Heroes Parts cost (inc. VAT). The Discount Code is “DEAL200” and can only be used on job type ‘Gas Boiler Install’ and must be applied by the customer at the payment entry stage of the process. This Discount Code (DEAL200) cannot be used in conjunction with any other code or discount. If a customer creates a job on Local Heroes, we can’t guarantee that it will be matched with a Local Hero, however, we will try our best. If the job cannot be matched then it will automatically expire. Local Heroes Gas Boiler Installs are not available in all areas of Ireland. In this case, then the job will remain unmatched and will automatically expire. The offer is only applicable to boiler install jobs created within the dates set out in clause 2 or prior to the expiry of the 500 available discount codes. Only one Discount Code is applicable per customer. Bord Gáis Energy/ Local Heroes can amend these terms and conditions of offer at our discretion and/ or we can withdraw the offer at any time. The Boiler Scrappage Code (DEAL200) cannot be redeemed when the customer is using Humm as a payment method.

Refer a Friend Scheme Terms and Conditions

We care about privacy and we protect your personal data. We recommend that you read our Privacy Notices, to understand how we collect and use your personal data and your data protection rights. Our Privacy Notices do not form part of the contract between you and us. You can find our Privacy Notices at https://www.localheroes.ie/privacy-policy

What is Refer a Friend?

We love having you (our customer) with us, and we’d like to get to know your Friends too. Our Refer a Friend offer gives you the chance to get rewarded for spreading the word. So, when you introduce a Friend to us and they subsequently purchase a Qualifying Product through Local Heroes (and not via a third party), you both get a reward: your friend will receive a discount on the Qualifying Product and you will receive two tickets to an event at the Bord Gáis Energy Theatre in Dublin.

We recommend that you and your Friend read these terms and conditions carefully, as they set out our responsibilities to you, our customers and your Friend (our future customers), and what you and your Friend agree to do to benefit from Refer a Friend.

By entering the Refer a Friend scheme, you agree to these terms and conditions. They are separate from any other contracts you and your Friend may have with us. Additional terms and conditions may apply to the Friend’s Reward and / or the Referrer’s Reward which are issued by us under this scheme. These terms and conditions may govern use of these rewards. We will identify any additional terms and conditions when the Friend’s Reward or Referrer’s Award are received.

What the words mean

“End Date” means 31 December 2023

“Friend” or “Friends” mean an individual, that the Referrer knows personally, for example a friend or family member, who isn’t already our customer and who is happy to receive a Referral Code.

“Friend’s Reward” means the voucher offered by us under this scheme to a Friend, which entitles the Friend to a discount on the purchase of a Qualifying Product, in accordance with these Terms and Conditions.

“the Platform” means the Local Heroes platform which can be found at https://www.localheroes.ie/

“Qualifying Product” means the supply and installation of a gas fired boiler through the Platform.

“Referrer” or “You” means our current customer, who has purchased a qualifying product from Local Heroes and who receives a Referral Code.

“Referral Code” means the code issued to a Referrer who promotes the Qualifying Product to a Friend.

“Referrer’s Reward” means two tickets to watch a performance, show or event at the Bord Gáis Energy Theatre in Dublin offered by us under this scheme to the Referrer.

Taking part and referring Friends

To participate, you must order, pay for and complete the installation of a Qualifying Product through the Platform.
Once the installation is completed and paid for through the Platform, we’ll provide you with a Referral Code. Referrers can receive multiple Referral Codes and may share each Referral Code with as many Friends as they like.
You and your Friends must use the scheme for personal use only. You cannot use it for business or commercial reasons.
You should only share the Referral Code directly with your Friends and not post it publicly or share it with people you don’t know. This means that any product purchases made by anyone you refer as part of a job or a position you hold, or as an advisor, will not qualify for the scheme and we reserve the right to reject, withdraw or not provide you and your Friend with the relevant reward.
We want you and your Friends to benefit from this scheme in a responsible and considerate way. You and your Friends agree not to use the Referral Code in any way that would be or look like spam, bulk messages or bulk posts, or in any type of messages or posts to strangers, or on online marketplaces or social media, for example Amazon, Twitter or Facebook. You and your Friend agree not to insist, coerce or threaten that a person uses a Referral Code or takes up one of our products or services.
You and your Friends must not use any of our graphics or logos when sharing or posting a Referral Code and agree not to use the Referral Code in any way which could take unfair advantage of, or otherwise harm our brand.
As a Referrer, when sharing your Referral Code with a Friend, you agree that it is a personal referral and you will not state or imply to your Friends that you represent us, our brand or any of our affiliated companies.
Receipt of the Referrer’s Reward is subject to the Friend using the Code to purchase the Qualifying Product. You and each Friend you refer are responsible for any tax implications from any Reward you and your Friends receive.

How to redeem a Friend’s Reward

Your friend must have a valid Referral Code from you.
We require valid email addresses for you in order to send you the Referral Code and for the Friend in order to complete the order and installation of the Qualifying Product.
To redeem a Friend’s Reward your Friend must:
- purchase the Qualifying Product and enter the Referral Code when paying – the value of the Referral Code will be automatically deducted from the price;
- complete the installation of the Qualifying Product and pay for the Qualifying Product in full, upfront and not use any buy now pay later payment methods offered on the Platform;
- not have used a Referral Code to previously purchase the same Qualifying Product under the scheme – only one Referral Code can be redeemed against each Qualifying Product;
- not use the Friend’s Reward in conjunction with the Platform’s boiler scrappage scheme or any other offer or incentive offered by the Platform.
If the Friend uses an email address which we already have assigned to you, we will see this as a self-referral and the Friend will be unable to redeem the Referral Code and the referrer will not receive the Referrer’s Reward.
Referral Codes may not be exchanged for cash or transferred to any other person.

How to get a Referrer’s Reward

Once your Friend has purchased a Qualifying Product using the Referral Code and it has been paid for and installed, we’ll send you a confirmation email to the valid email addresses provided.
We will then contact you with further information on the performances, shows or events which you will be eligible to receive two tickets for as your Referrer’s Reward.
Any tickets available to you as part of a Referrer’s Reward are subject to availability and will be limited to certain dates and times. We are unable to guarantee tickets for specific shows, events or performance or specific dates or times.
The Referrer’s Reward is only available for the Bord Gáis Energy Theatre, Grand Canal Square, Docklands, Dublin. You will be responsible for any costs, including travel, accommodation and refreshments, incurred when redeeming the Referrer’s Reward.
If after buying the Qualifying Product, your Friend cancels their agreement with us prior to installation or fails to make payment in full, then you and your friend will no longer be eligible for a Friend’s Reward or Referrer’s Award, as appropriate.
Tickets provided as Referrer’s Rewards are non-refundable or transferrable and no cash equivalent is available, including where you are unable to use the tickets provided to you through the Referrer’s Reward, regardless of the reason.

General

Both the Referrer and the Friend must be aged 18 or over and a resident in the Republic of Ireland.
The value of the discount provided by the Referral Code will be the value on the date when the code is generated. This may differ from the value of the discount that the Friend receives or uses the discount code.
The value of the discount will be as follows:
- all vouchers generated on or before 31 August 2023 will entitle the Friend to a €250 discount on a Qualifying Product;
- all vouchers generated between 1 September 2023 and the End Date (inclusive) will entitle the Friend to a €150 discount on a Qualifying Product.
The scheme will end on the End Date. After the End Date, it will not be possible to redeem a Friend’s Reward or a Referrer’s Reward apart from in the following circumstances:
- installations of Qualifying Products which are arranged prior to the End Date but the installation takes place after the End Date; or
- where the Referrer’s Award is arranged with Local Heroes prior to the End Date but relates to a performance, show or event which takes place after the End Date; or
- if the Friend’s Reward is redeemed prior to the End Date but you are contacted after the End Date to discuss the Referrer’s Reward.
From time-to-time, we may also make other change the Refer a Friend scheme. If we do, any Reward we agreed to provide to you and your Friend before we make changes to the scheme, will continue to be provided subject to any qualifying criteria.
We reserve the right to end this scheme at our sole discretion. If we decide to end the scheme, we will inform all Referrers who have sent and Friends who have received a Referral Code, of our intention to end the scheme and any deadline to purchase a Qualifying Product and receive the Friend’s Reward and Referrer’s Reward.
We can review and revise these terms and conditions at any time. If we reasonably think the change will put you or your Friend at a disadvantage, we’ll let you know what the changes are. You and your Friend don’t have to use the scheme if you don’t like the changes we make. If you and your Friend do take part in the Refer a Friend scheme subsequent to any changes to these terms and conditions or the scheme, any such new or amended terms will apply.
We will monitor compliance with the Refer a Friend scheme. In the event of fraud, abuse, misuse, or not keeping to these terms and conditions, for example spamming people with a Referral Code, we can disable Referral Codes, not provide, withdraw or reclaim a Friend’s or Referrer’s Reward, end or suspend the scheme or stop you and your Friend from participating in the scheme.
We are running this scheme in collaboration with the Bord Gáis Energy Theatre. Any complaints or questions should be referred to the Platform.
Local Heroes and the logo are registered trademarks and must not be used except as expressly provided for in these terms and conditions.

11. Complaints

If you wish to make a complaint about the work, you should in the first instance contact the Local Hero directly to try to resolve the issue. If you are unable to get in touch with your Local Hero in a reasonable timescale, please get in touch with us through our Get in touch page and we will do our best to help you.

Please note however that as the terms and conditions for the work are as agreed between you and the Local Hero which we are not party to, any dispute or conflict in relation to the condition or quality of the work, or the way it was completed is ultimately your responsibility. We are under no obligation to provide you with a refund or compensation.

12. Our liability

Nothing in these terms limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation or for any matter that we cannot exclude or limit as a matter of law.

We provide the website free of charge and on an “as is” basis. We introduce customers to tradespeople to provide the services described on the website, and are not responsible or liable for the end services that are provided.

Therefore, to the extent permitted by law, (a) we disclaim any warranties, express or implied, and (b) other than as set out above, we are not liable for any loss or damage — direct or indirect and whether arising in contract, tort, or otherwise — even if we have been advised of the possibility of this loss or damage.

These limitations don’t affect your statutory rights under the Consumer Protection Act 2007, if applicable and any laws that replace it. If you want independent advice about your rights, you can speak to Citizens Information or the European Consumer Centre.

13. Important Things to Know

If we need to talk to you

From time to time, we might need to contact you about your job request or booking. We’ll normally do that over email, which is why we need a valid email address from you if you agree to take a service through the website.

If you need to talk to us

You can contact us through our Get in touch page on the website.

Changes to terms

We have the right to remove any service on our website at any time; we may also change the price estimates of the services. We don’t have to give any notice, and if we do remove a service, we won’t be responsible or liable to you.

We also have the right to change these terms and conditions at any time, for example if we change our processes or if there are changes to laws or regulations which require us to update them. The terms and conditions applying to your use of the service will be those in force at the time you request a Local Hero.

Intellectual Property rights

The copyright, trademarks and all other intellectual property rights in the material contained on this website belong to us or their licensed owner. This includes database rights, design rights, rights in know-how, rights in inventions (whether registered or unregistered), patents and all rights to apply for registration.

You are permitted to use this material or content only as expressly authorised in writing by us or our licensors. You will not, and you will not assist or facilitate any third party to, copy, reproduce, transmit, distribute, frame, commercially exploit or create derivative works of such material or content. If you become aware of any such distribution or commercial exploitation, you agree to notify us immediately.

The images, logos and names on this website are to identify us, or any other organisation and their products and services. They’re our trademarks or the trademarks of the other organisation. Nothing on this website gives anyone any licence or right to use any image, logo or name.

Jurisdiction and laws

The services described on this website are only available in the Republic of Ireland and these terms and conditions are bound by the laws of the Republic of Ireland.

Monitoring phone calls and emails

We may monitor and record our calls and emails, so we can find out where we need to improve and check we’re keeping to our normal practises and procedures.

Who owns this website?

LocalHeroes.ie is a Bord Gáis Energy website but is owned and supported by British Gas Services Limited and is licensed for use to Bord Gáis Energy Limited. Both British Gas and Bord Gáis Energy Limited are Centrica Plc businesses and affiliated with each other.

Bord Gáis Energy Limited’s registered office is 1 Warrington Place, Dublin 2.

Our registered company number is 463078.

Although we do our best to check all the information on this website, mistakes do happen – so we can’t warrant that all the information is accurate or complete. We won’t be responsible for checking that the information is accurate or complete, or if any person relies on the information.

We do not warrant that the functions on this website, or which you can access from this website, will be uninterrupted or free from errors, that we will correct any errors, or that this website or the server that makes it available are virus or bug free or represent the full functionality (range), accuracy and reliability of the materials. We are not responsible if you cannot access or use the site due to the failure of any machine, data-processing system or transmission link, any period of maintenance, change, repairs, alteration to or failure of computer systems, any industrial dispute or anything beyond our reasonable control.