Terms & conditions


1.0 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, available personnel, weather and traffic conditions, availability of parts and other conditions which is outside the direct control of the company.


2.0 The charges made will be based on either;

  • A time basis, the customer will be informed of prior to work being carried out.
  • A fixed price quotation given to the customer, direct from the office in writing or sent via email.
  • 2.1 The company charges a minimum 1 hour call out fee for all appointments, regardless of work carried out. This includes work quoted on an hourly rate or fixed price work. If for any reason we are unable to carry out works during attendance, plus the cost of any additional labour time over the first hour, and parts/materials used.

2.2 All charges are subject to a 0% VAT

2.3 Any estimate/quotation supplied by the company is subject to withdrawal at any time before receipt of an unqualified acceptance from the customer, and shall be deemed withdrawn unless it has been accepted within 28 days from its date.

2.4 All parking costs and congestion charge cost (if required) will be included in the estimate/quotation.


3.0 No work will be undertaken until the customer has signed the authorisation and undertaken to make payment on completion of the work or if an account customer has undertaken to make payment within the agreed terms.

3.1 Payment shall be due in full within 1 working day upon receiving the invoice and the customer shall ensure payment is made available without unnecessary delay.

3.2 Overdue accounts will be subject to additional charges based on additional cost incurred. The company shall reserve the right for whatever reasons to require advance payments, stage payments or deposits before or during the work.

3.3 The company retain ownership of all materials, plant and machinery, even though installed or delivered on site until the complete payment of all outstanding balances have been received in full.


4.0 Where the work we have carried out becomes faulty due to either our faulty workmanship or faulty parts that we supplied, we will be happy to return free of charge to remedy the problem with no quibble in the first 90 days subject to our usual terms of business. Outside of this period, we reserve the right to charge labour and/or parts where appropriate if, on inspection, we find that the problem has not been caused by any faulty workmanship on our part, or by any faulty parts we have supplied. These terms do not affect your statutory rights.

Removal of waste and materials

5.0 The company is not responsible for the removal of any waste materials. The customer is responsible for the removal of any/all waste materials resulting from the works carried out by the company.

Frozen pipes

6.0 The company will not be liable for any fractures found in frozen pipes attended by the company, and cannot guarantee to clear blockages occurring within frozen pipes or drainage systems.


7.0 Any guarantee provided by the company shall be for labour only, in respect of faulty workmanship from 12 months of the date of completion. Any parts, equipment or components supplied by the company will be covered by their respective manufacturer’s warranty, we will arrange an suitable appointment for the manufacturer to honour their warranty. Your statutory rights will not be affected.

The companies’ guarantee will be void if the work/appliance completed/supplied by the company is:

  • Subject to misuse or negligence
  • Repaired, tampered with or modified by anyone other than a company operative/representative. The company accepts no liability for (or guarantee suitability for) materials supplied by the customer or other third parties, and will not accept liability for any damage or faults as a result.

7.1 The company is unable to guarantee any work in respect of blockages in waste and drainage systems.

7.2 The company is unable to guarantee any work that has been undertaken on instruction by the customer, against the companies/operatives advice/recommendations.

7.3 The company will not be liable or responsible for any damage or defect arising from work not fully guaranteed or where recommended work has not been carried out.

7.4 The company will not guarantee work where the company of any related work that requires attention has notified the customer either verbally or in writing.

7.5 Guarantees / warranty is not insurance backed


Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted trader we use Ombudsman Services Ltd for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact Which? Trusted traders in the first instance on 0117 981 2929.