Last updated: 22 October 2026
Who I am
H.E.R.O. Trades is a trading name of Carlo Cennerazzo, a sole trader based at 95 Main Street, Pathhead, EH37 5PT.
You can contact me at hello@hero-trades.co.uk.
These terms apply when you book a video call with me, or pay for a diagnosis after messaging me on WhatsApp. Please read them before paying.
What the service is
A paid diagnosis, by video call or WhatsApp message, in which I diagnose a fault with your boiler, heating, plumbing, hot water, gas hob or cooker, ventilation, or heating controls, and tell you what I think is wrong and what to do about it.
The same service also covers checking a quote you have been given: whether the price is fair, and whether it is the right job in the first place.
Where a fault is something you can safely put right yourself, I will talk you through it. Where it is not, I will tell you what is wrong, what part is likely needed and roughly what the work should cost, so you can arrange the right tradesperson and know what you are being quoted for.
What the service is not
This is advice and diagnosis only. Through this service I do not carry out physical work and I am not present in your home.
I was first gas registered in 2007, with CORGI and then Gas Safe, and I am currently registered (Gas Safe no. 985790, under CC-X Building Services Engineering) for work I carry out in person in Edinburgh. Any in-person visit is arranged and agreed separately, and is not covered by these terms.
Any hands-on gas work must be carried out by a Gas Safe registered engineer at the property.
Booking and payment
Calls cost £20, whether for a fault or a quote check, payable at the time of booking through Stripe. Bookings are made through Calendly and you will receive a confirmation email with a Google Meet link.
You can also message me on WhatsApp. General questions I can answer in a message or two are free. If your problem needs a proper diagnosis, I will tell you before I start and send you a link to pay £20 through Stripe. The diagnosis may then be carried out by message, by video call, or both. If you are a tenant and your letting agent has arranged for you to contact me, there is nothing for you to pay.
Bookable hours are 06:00 to 18:00 UK time, seven days a week. Same-day slots are usually available but are not guaranteed.
Most calls take 15 to 20 minutes. I do not cut people off at a fixed time, but nor do I guarantee a minimum length. A call ends when the diagnosis is done.
Cancelling, changing and refunds
You normally have 14 days to cancel a service bought online. Because calls are often booked for the same day, you are asked at the point of booking to confirm that you want the call to go ahead within that period and that you understand the right to cancel ends once the call has been delivered.
If you pay through a WhatsApp payment link, paying it is your request for me to start straight away, and the right to cancel likewise ends once the diagnosis has been given.
Before the call, you can cancel or move your booking at any time and receive a full refund. Just let me know before it is due to start.
At the start of the call, I will tell you if what you have described falls outside what I cover. If it does, the call ends there and you receive a full refund. If the call continues beyond that point, it is because I believe I can help, and the £20 pays for the diagnosis rather than a guaranteed fix.
If the connection fails and I cannot get it working, I will reschedule, or you can have your money back.
After a completed call, no refund is due. You have paid for a diagnosis and you have received one.
None of this affects your statutory rights as a consumer.
Running late or missing a call
If you are running late, I will wait up to 15 minutes. After that, the slot counts as missed.
If you miss a call, you can rebook once at no charge. A second missed call is not refunded.
Your responsibilities
You are responsible for deciding whether to act on anything I tell you, and for any work carried out at your property, whether by you or by anyone else.
Please do not attempt anything you are not comfortable with, and stop at once if a step feels unsafe. If you are unsure, get a qualified tradesperson in.
You are responsible for making sure it is safe for you to be on a video call while looking at the appliance or system in question.
Safety
If you smell gas, hear a hissing near the meter, or your carbon monoxide alarm sounds, do not book a call. Leave the property and ring the National Gas Emergency Service on 0800 111 999, or 0800 002 001 in Northern Ireland.
If you have a burning smell, sparking or scorch marks indoors, turn the circuit off at the consumer unit if it is safe to do so and call an electrician. If there is a fire or anyone is in danger, ring 999.
If any of these arise during a call, the call will stop and I will tell you to do the same.
Liability
Nothing in these terms limits or excludes my liability for death or personal injury caused by my negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be limited or excluded.
Subject to that, my liability arising out of any call is limited to the amount you paid for it.
I am not liable for loss or damage arising from work carried out by you or by a third party, whether or not it followed a diagnosis given on a call, or from a fault that could not reasonably be identified remotely.
Complaints
If you are unhappy with a call, email me at hello@hero-trades.co.uk and tell me what went wrong. I would rather hear about it and put it right.
Governing law
These terms are governed by the law of Scotland, and the Scottish courts have jurisdiction. If you live elsewhere in the United Kingdom, this does not affect the consumer protections available to you where you live.
Changes to these terms
These terms may change from time to time. The version in force is the one published on this page when you book.