Terms and Conditions

Arrival/Booking

Work is carried out by arrangement and typically outside standard working hours. Appointment and arrival times are estimates only and cannot be guaranteed.

Cancellations, Customer Preparation & Abortive Visits

Where an appointment is cancelled with less than 24 hours' notice, or access is not provided at the agreed time, the visit may be treated as a cancellation or abortive visit. 

Where works are booked based on information provided by the customer-including but not limited to parts being supplied, services being isolated, systems being drained, access being available, or exisiting conditions on site-we rely on this information when scheduling attendance.

If, upon arrival, the information provided is found to be incorrect or incomplete and the agree works cannot proceed as planned, the visit may be treated as a cancellation or abortive visit. 

In such cases, attendance, time on site, and any costs incurrec may remain chargeable, with reference to the current price guide where applicable.

where reasonably possible, alternative solutions or additional works may be discussed. Any additional work required outside the originally agreed scope may incur further charges.

Charges/Quoting

Prices are based on a preset labour scale and the quoted scope of works only. The minimum charge covers attendance and the first 30 minutes on site. Additional labour is charged in 30-minute increments thereafter. Additional charges may apply for parking, restricted access, delays, or work outside the originally agreed scope. Where reasonably possible, any additional charges will be discussed before proceeding.

Quoted repairs cover the specific fault or component identified at the time of attendance. Many plumbing systems, pipework, and fittings—particularly older installations—may have underlying or unrelated issues that are not apparent until work begins. Any further faults uncovered may require additional work, additional charges, or further investigation.

Existing Fixtures/Property

No responsibility is accepted for the failure of existing, aged, or faulty appliances, fixtures, or materials not supplied or replaced as part of the quoted works. We cannot be held responsible for damage resulting from pre-existing defects, concealed services, fragile materials, or conditions not reasonably visible or accessible at the time of work.

Work on existing plumbing systems-particularly older installations-may require isolation, draining, pressure changes, or recommissioning. Such processes can disturb debris or reveal weaknesses in aged or previously repaired components. We cannot be responsible for pre-existing faults or failures that become apparent as a result of these necessary works.

All reasonable care will be taken to protect the customer’s property while work is carried out. However, we accept no responsibility for damage caused by pre-existing conditions, deteriorated materials, restricted access, or circumstances beyond reasonable control.

All works are carried out with reasonable skill and care, in line with the agreed scope of works and conditions reasonably apparent at the time of attendance. All relevant health and safety requirements and applicable regulations are followed to the best of our knowledge and ability at the time of work. Evidence of relevant qualifications and registrations can be provided upon request where applicable.

Qualifications/Liability & Warranty

Where issues fall outside our remit, qualifications, or available time, further investigation or remedial works may be required by other suitably qualified professionals.

All works are carried out by appropriately qualified and experienced engineers, competent in the services undertaken. Where applicable, works may be self-certified in accordance with relevant regulations. If additional certification, inspection, or approval is required by a building inspector or other authority, this will be advised where reasonably possible.

We hold appropriate public liability insurance. Evidence of insurance can be provided upon request.

Workmanship is guaranteed for a period of 12 months from the date of completion, limited strictly to the workmanship of parts installed or works carried out by us. This guarantee does not extend to pre-existing faults, system-wide issues, normal wear and tear, or materials not supplied by us. Any manufacturer’s warranty on supplied parts remains the responsibility of the manufacturer. After the expiry of the workmanship guarantee period, any further attendance or works—regardless of part warranty—will be chargeable.

Where customer-supplied materials or parts are fitted, we cannot guarantee their quality, suitability, compatibility, or longevity. Any faults, failures, or defects arising from customer-supplied materials or parts are not covered by our workmanship guarantee. Attendance, diagnosis, or remedial works relating to such issues will be chargeable.

Health, Safety & Hot works

All works are carried out using safe working practices and appropriate precautions, in line with applicable health and safety requirements and regulations as reasonably practible at the time of work.

Where hot works (such as soldering or similar processes) are required, suitable controls and precautions will be taken to reduce risk to persons and property. The customer is responsible for ensuring the work area is safe, accessible, and free from known hazards unless otherwise stated. 

Temporary Repairs

Where a repair is clearly described as temporary, no guarantee is provided. In such cases, labour and materials are chargeable only, and a verbal indication of the expected lifespan of the temporary repair may be given where possible. Where appropriate, a recommendation or quotation for a permanent repair may also be provided.

Conduct, Safety & Right to Refuse Service

We expect all interations to be conducted respectfully and without abuse, harassment, or threatening behaviour towards our engineers, property, tools, equipment, or vehicles.

We reserve the right to refuse or withdraw service, and to leave site immediately, where behaviour is abusive, aggresive, discriminatory, or threatening, or where working conditions are unsafe or unreasonable.

In such circumstances, time, attendance, and any costs incurred up to that point remain chargeable.

Call Backs

If you have any concerns regarding work carried out, please notify us as soon as reasonably possible. We will always aim to address genuine workmanship issues related to the original works. Callbacks relating to unrelated faults, pre-existing issues, system-wide problems, or new faults may be chargeable.

Where a customer arranges for another tradesperson to investigate, alter, or repair work carried out by us without first providing us with the reasonable opportunity to return and assess the issue, no refunds, discounts, or compensation will be due. We cannot accept responsibility for third-party costs or works carried out by others.

Payment

Payment is due on conpletion of works unless otherwise agreed in advance. If payment has not been received within 5 days, reminders may be issued automatically. Materials supplied remain our property until paid for in full. Acceptable payment methods are, bank transfer or cash only! We do not accept Cheques. Late payments may result in future work being paused until the account is settled.

These terms and conditions apply to all enquires, quotations, bookings, and works undertaken unless otherwise agreed. They are made available to customers via our website and may also be reference within quotations, booking confirmations, and invoices. By instructing us to carry out works, the customer confirms their understanding and acceptance of these terms and conditions.

Privacy & Data

Customer contact details are used solely to respond to enquires, provide quotations, arrange appointments, issue invoice. Personal data is not sold or shared with third parties, except where required for accounting, legal, or regulator purposes. We take reasonable care to handle personal information securely.