Professional, Positive & Approachable

Terms & Conditions

The Company reserves the right to refuse or decline work at its own discretion. Where the Company agrees to carry out works for the Customer, those works shall be undertaken by the designated Operative of the Company at its absolute discretion.

Hourly Rate Work; The total charge to the customer shall consist of the cost of materials supplied by the Company and the amount of time spent by the Operative in carrying out works, calculated from the time of arrival on site and including all reasonable time spent in obtaining un-stocked materials, charged in accordance with the Company’s current hourly rate or at the hourly rate quoted to the customer, minimum charge to be one hours labour. All charges are including VAT.

Fixed Price Work; shall be given as a firm cost, including Labour and Materials. It will be agreed in writing prior to attendance or if quoted for on site will be written on the job sheet and signed by the customer, prior to commencement of works. All costs are including VAT at unless otherwise stated.

Where a Written Quotation has been supplied to the Customer, the total charge to the Customer referred to in the Quotation should not exceed that given but may be revised in the following circumstances once agreed with the customer:

  1. If after submission of the Quotation, the customer instructs the Company (whether orally or in writing) to carry out additional works not referred to in the Quotation.
  2. If after submission of the Quotation there is an increase in the price of materials.
  3. If after submission of the Quotation, it is discovered that further works need to be carried out which were not anticipated when the Estimate was prepared.

Hire Charges: The Company shall not charge for normal small trade tools but may pass on any other charges incurred through hire of specialist tools or Plant and shall itself apply reasonable charges for the use of its own Plant, Specialist Equipment and tools.

If the Customer cancels their instructions prior to commencement of works, they will be liable for any costs incurred by the Company as a result of this, such as re-stocking and delivery charges. This does not apply if within the statutory 14 cancellation period and any costs will be reasonable.

Heating Disclaimer: Water heating installations are based on the assumption that the existing plumbing system is in a satisfactory condition. No responsibility is accepted for defects arising from water tanks, pipe work etc. during or subsequent to installation work by the Company.

The Customer is responsible for obtaining any necessary license, permit, authority required for works to be carried out at their property.

The Company shall retain the title to any goods supplied to the Customer, even though installed or delivered on site, until payment in full for such goods and services has been made in full to the Company.

Deposits: A Deposit may be required in certain circumstances to cover the cost of materials and this will be requested on acceptance of the Quotation and prior to commencement of works. Should the work be cancelled by the customer any costs incurred by the Company may be deducted from the deposit and any costs will be reasonable.

Payment Terms: Payment shall be due in full immediately on satisfactory completion of the work, unless otherwise stated. Where for whatever reason, the Customer is unable or unwilling to make payment on completion of the work the Company shall be entitled to charge for additional time expended on collection thereof.

Account Facilities: By prior arrangement only, the Company shall allow account facilities, invoices to be paid within 30 days, unless otherwise specified. Only signed official orders shall be accepted in lieu of payment and it shall be a specific condition of the Company granting account facilities that this Company’s terms and conditions shall take precedence over all others. Overdue invoices shall be liable to statutory late payment charges of 1% plus the Bank of England base rate, plus any other charges incurred in recovering the debt.

Liability: Every care is taken by our staff but by virtue of the fact that the Company is often dealing with awkward emergency situations over which it has little if any control, water spillages etc. the Company has clear conditions as to Liability;

The Customer should prepare the work area and fully protect or remove carpets, furniture or valuables that are at risk of spillage, breakage or damage. The Company shall not be liable for damage caused through the Customer not taking adequate precautions to protect their decorations or belongings. If asked by the Customer to move furniture, carpets or valuable, the Company will not be responsible if any damage should occur unless damage results from negligence on the part of the company, its servants or workmen.

Making Good: Whilst every care will be taken by the Company, it accepts no responsibility for damage to fitted furniture, plaster work, decoration or flooring, as a consequence of carrying out works, unless specifically provided for in the quotation. Cuts or holes made will be made good but not permanently finished or decorated. Floorboards will be refitted but specialist flooring will not be re-fixed.

Removal of parts/rubbish and scrap from the Customers premises will normally be made by the company on completion of works. If the Customer wishes to retain any item, it is their responsibility to make a request to the operative/engineer prior to commencement of works.

The Guarantee shall be for Labour only in respect of faulty workmanship for 12 months from the date of completion with the manufacturer’s warranty in force. The Guarantee will become null and void if the work/appliance, completed/supplied by the Company is:

  1. Subject to misuse or negligence
  2. Repaired, modified or tampered with by anyone other than a Company operative. The Company will accept no liability for, or guarantee suitability for materials supplied by the Customer and will accept no liability for any consequential damage or fault.

The Company will not guarantee any work in respect of:

  1. Blockages in waste and drainage systems
  2. Work undertaken on instruction from the Customer and against the written or verbal advice of the operative/engineer.
  3. Recommended work which has not been undertaken by the Company will not be guaranteed.
  4. Work will not carry a guarantee where the customer has been notified by the operative either verbally or as a written recommendation of any other related work which needs attention.
  5. The Customer shall be solely liable for any hazardous situation in respect of Gas Safe Regulations or Gas Warning Notices issued.

Complaints Policy

The business always endeavours to provide the best service. However, on rare occasions there may be times where a customer may not be completely satisfied.

To ensure the business can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards the business aims to achieve.

Please contact the business straight away with any concerns either by phone, email or write to us. If writing, get proof of posting.

Business Complaint Procedure

On receipt of your complaint the business aims to respond within 5 days.

The business will arrange a convenient date to come and view and/or remedy the situation within 28 days.

In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service. Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.

The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement. If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 0117 456 6031 who can explain if you are eligible to use their Alternative Dispute Resolution.

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