Terms and Conditions

  1. The Service

1.1 The Company shall at all times provide competent personnel in carrying out the service.

1.2 The Company shall provide the service between the hours of 8:00am and 5:00pm Monday to Friday exclusive of bank holidays.

1.3 The service shall be offered on the basis that it will be provided as quickly and as reasonably possible within the confines of current workload, availability of personnel, weather and traffic conditions, transport and fuel availability on parts and other conditions on which the company is dependant but outside their direct control and which from time to time do arise. Consequently, no liability or responsibility shall be accepted by the company for delays caused by conditions, events, acts, omissions, or states of affairs beyond the companies reasonably foreseeable control.

1.4 A time slot will be allocated for the work agreed. If in the case this time slot cannot be met due to the customer, additional charges not quoted may apply but will be advised to you in this instance.

  1. Charges

2.1 The charges made shall be based either on

(a) a time and materials basis calculated on current rates and prices of the company.

(b) a fixed price quotation.

2.2 Labour charges are calculated from the point of arrival at the customers premises to the point of finishing the work and are calculated on an hourly basis to the next hour (i.e one hour five minutes is charged at two hours) unless otherwise agreed by way of fixed quotation.

2.3 The company shall charge a minimum charge of one hour.

2.4 Parts and materials are charged at the price set out by the company.

2.5 Fixed price quotations are agreed prior to the appointment commencing, by way of email.

2.6 Invoices based on a fixed quotation will not exceed the quotation unless the following apply:

(a) Additional work is carried out upon the customers request which was not listed in the original agreed quotation.

(b) Unforeseen circumstances and work not anticipated in the original quotation which result in additional works, agreed by the customer to commence.

  1. Payment

3.1 No work will be undertaken until the customer has agreed the company’s terms and conditions.

3.2 All invoices should be settled upon satisfactory completion of the job.

3.3 Interest charges will be applied to late payments at 3% on top of the base rate on a daily basis.

3.4 Should after 30 days from the date of the invoice, the company have not secured payment for any debt owing, the company shall be entitled to employ the services of solicitors and/or collection agencies. In the instance legal action results in the company’s favour the company is entitled to recover from the customer every reasonable expense incurred in obtaining the debt.

  1. Deposits

4.1 Deposits paid by credit card will be protected under Section 75 of the Consumer Credit Act. Debit card payments are not protected.

  1. Cancellation

5.1 Cancellations should be made in writing at least 24 hours prior to the appointment.

5.2 In the instance materials have been purchased, the company will retain deposit amounts that reflect reasonable losses.

  1. General

6.1 Installation quotations are based on the assumption the existing water, plumbing or electrical systems are in satisfactory condition. No responsibility is accepted by the company for defect arising from water tanks, pipes, wires etc during subsequent to installation work by the company.

6.2 Much of our work is dirty by its very nature and spillages of water and marking do occur from time to time. Usually unavoidable. The company employs thoughtful and careful personnel and dire, wet and damage shall be kept to a minimum but by virtue of the fact the company is often dealing with awkward/emergency situations over which is has little (if any) choice or control the company has clear conditions as to liability (if any).

6.3 Making good. Whilst every care will be taken by the company, it will not accept responsibility for any damage to plasterwork, decoration, flooring etc necessarily consequent upon the execution of the work unless provided in the quotation or unless caused by our negligence.

6.4 The customer shall prepare the work area and walkways and fully protect or remove carpets, furniture and valuables and should these areas not be fully protected the customer shall accept the risks of spillages, leaks, stains, breakages and damages.

6.5 The customer shall be responsible for making all work areas and walkways accessible for the work to be carried out.

  1. Complaints

7.1 We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied. To ensure we are able to put things rights as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction.

7.2 As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards. In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible. Either call, write or email us on the details at the top of this document. We aim to respond within 3 days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised. Where we are unable to resolve your complaint using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event that we cannot remedy your complaint to your satisfaction you may wish to refer your complaint to them. If you wish to do so please contact Which? Trusted traders in the first instance on 01174 566 031.

  1. Guarantee

This guarantee/ warranty does not restrict the customer’s right to repair, replacement or damages under the Consumer Rights Act 2015 or effect your rights under and other statue.

8.1 A 12 month guarantee is warranted for labour work from the date of completion however this will not apply if the following occurs:

(a) Misuse

(b) An engineer advised the customer similar circumstances would occur before any work was carried out.

(c) Any other persons/companies have tampered or repaired the works or areas which could affect the works in question.

8.2 Parts follow manufactures guarantee.

8.3 The company will not be liable or guarantee materials/parts supplied by the customer.