Terms & Conditions

1. Authority and Responsibility for Access and Charges

By entering into this agreement and requesting our services, you confirm that you are either the owner or a lawful occupier of the premises and have the legal right to authorise access and approve any alterations required. If it is later determined that you do not have this authority, you agree to indemnify us for any costs or losses incurred as a result of providing services at your request.

If you are acting on behalf of another party or will not be present during the service appointment, you accept full responsibility for the service provided and all related charges. Where applicable, the payment method provided during booking may be charged upon completion if the outstanding balance cannot be settled on-site.

If access to the property is granted by another individual (e.g., a tenant or representative), we will reasonably assume they have your authorisation to accept the service and to approve and sign any relevant documentation or service invoices on your behalf.

2.Temporary Payment Hold

Upon booking a service with us, a temporary hold will be placed on your payment card. This hold will be equivalent to our minimum one-hour labour charge and is used to secure the appointment.

The hold is not a completed charge at the time of booking, but may be processed if services are rendered or if applicable cancellation policies apply.

3.Cancellation and Rescheduling Policy

A cancellation or rescheduling fee will apply unless you notify us more than 24 hours before your scheduled booking time.

Our deposit fee is fully refundable if the booking is cancelled or rescheduled at least 24 hours in advance. After this point, it’s reasonable to assume our team member may already be en route or unable to rebook the time slot with another customer.

Please note: For emergency or same-day bookings, the deposit fee is non-refundable due to the immediate scheduling requirements involved.

4.Booking Fee and Additional Charges

All confirmed bookings—whether acknowledged via confirmation email or by our sales agents—are subject to a Booking Fee covering the first hour of labour.

If services extend beyond the first hour, further labour charges will apply and be calculated in half-hour increments. We strive to ensure all pricing is clearly communicated—either through confirmation emails, verbal estimates from our sales agents, or detailed quotes when available.

Additional costs such as parking fees (including congestion charges or parking fines) incurred by our engineers will be added to your final invoice. Upon request, we can provide reasonable evidence of these charges.

Once services are completed, our engineers will request your signature to confirm the total labour hours performed. Any extra services, parts, or equipment supplied will be itemised and charged separately. If you’re unable or unwilling to sign, our team member will do so on your behalf, and you will remain liable for all charges—including those related to incomplete services or associated ancillary costs.

5.Access and Rebooking Fees

If a service is booked and our team member is unable to gain entry to the premises at the scheduled time, the one-hour Booking Fee will still apply.

This fee is charged regardless of the reason for failed access, including but not limited to missed appointments or lack of entry being provided. If no work is carried out due to access issues, the Booking Fee remains payable for the time allocated.

Should you wish to rebook the appointment, an additional Booking Fee will be required to reserve the new time slot.

6.Additional Charges for Parts and Equipment

Any parts, materials, or equipment hire required to complete your service will be charged separately.

Our hourly rates cover only the time and labour provided by our team member while at your premises. Specialist parts or materials will be billed as quoted at the time of service. Please note that we do not offer price matching on these items

7.Travel and Additional Charges

We do not charge for travel costs incurred by our team members unless you specifically request that they collect a specialist part or visit a supplier on your behalf on the same day.

In such cases, the time spent will be billed at our standard hourly rate. Additionally, in line with Term 4 of this agreement, any parking fees, congestion charges, or related costs incurred during service may be added to your final invoice. Evidence of these charges can be provided upon request.

8.Specialist Part Orders and Deposits

For parts, products, or materials requiring a specialist order, a minimum upfront deposit is required.

A 50% advance payment of the quoted value must be made prior to ordering. Once full payment is received, the ordered parts are considered your property. By placing the order, you agree to pay the full quoted amount for the items requested.

If any specialist items cannot be returned to the supplier, you will remain liable for the associated costs in full.

9.Payment Terms

Charges become payable immediately once the service is deemed complete by us at your premises.

We recommend that the individual responsible for payment remains on-site during the service. Payment can be made via bank transfer, major debit cards, or in cash.

Any delays in payment that require our team member to remain at the premises will incur additional labour charges, calculated in half-hour increments. The initial Booking Fee will be deducted from any further charges due.

10.Urgent Service Requests

We offer express services with a 4-hour response time subject to demand and availability.

Whenever feasible, we will do our best to accommodate urgent service requests. However, availability is not guaranteed and depends on scheduling, location, and resource capacity at the time of inquiry.

11.Estimations and Fixed-Fee Quotations

We typically provide either an estimation or a fixed-fee quotation, which may be revised or withdrawn at any point prior to the completion of the services.

Unless otherwise stated, estimations provided for non-breakdown services (or prior to our team member assessing the job) are issued on an “as is” basis. This means they rely on the accuracy and completeness of the information you provide. We are not liable for any additional or unforeseen services identified on-site, including problems you were unaware of or specialist parts required from third-party suppliers.

Fixed-fee quotations are issued for full service packages and cannot be itemised. These are treated as comprehensive offerings, not as a breakdown of separate components

12.Access-Related Structural Alterations

In certain cases, resolving an issue may require us to create access through structural elements such as walls, ceilings, or roofing. Our responsibility extends only to diagnosing and fixing the identified problem.

We do not undertake repairs or restoration of any structural access points created during the service. Should you wish for us to carry out any reinstatement or remedial works (e.g. patching, rebuilding, or repainting), this will incur additional charges and must be quoted separately.

13.Quotation Expiry Policy

All estimations and fixed-fee quotations are valid for 28 days from the date of issue.

If you do not accept the quotation within this timeframe and wish to proceed with our services thereafter, a new quotation must be requested. Please note that pricing may vary, and we cannot guarantee the same or similar rates beyond the 28-day validity period.

14.Estimation Adjustments Before Service

We reserve the right to adjust your original estimation prior to the commencement of any services carried out by our team member.

This may occur due to factors beyond our reasonable control, including unforeseen labour requirements, unexpected equipment hire, or additional materials and resources that were not identified earlier.

If you are dissatisfied with the revised estimation, you have the right to cancel your contract before the service begins without incurring further charges.

15.Estimation Adjustments Prior to Service

We reserve the right to increase your original estimation before any services are carried out by our team member.

This adjustment may arise due to unforeseen circumstances beyond our control, including unexpected labour requirements, additional materials, or the need to hire specialist equipment not previously identified.

If you are dissatisfied with the revised estimation, you are entitled to cancel your contract prior to the start of service without incurring further charges.

16.On-Site Assessment and Quotation Variation

All quotations provided prior to service are subject to change following an in-person assessment by our team member.

Where possible, we will issue an estimation based on your description of the required services. This is not a fixed fee and reflects the minimum anticipated cost. The accuracy of this estimate relies on the completeness and correctness of the information you provide through visual inspection.

Upon arrival, our team member will assess the work, and the quotation may be revised accordingly. We are not liable for any additional charges arising from inaccurate, incomplete, or misleading details originally provided.

17.Advance Payment for Additional Works

When booking additional services, we request an advance payment equal to 50% of the estimated cost. This amount will be held as a pre-authorised charge by your bank or building society.

If the scheduled work is set to begin within 7 days of booking, up to 100% of the estimated cost may be held as a pre-authorised charge. Upon completion of the work, the pre-authorised amount will be collected from your account.

Should you cancel the booking prior to the start of works or during the service, a full or partial refund may be issued, subject to the terms outlined in this agreement.

18.Partial Service and Early Termination

If you choose to stop the service before completion, you will remain liable for the work delivered up to that point.

You must inform our team member on-site immediately if you wish to cancel or pause the service. For hourly-rate bookings, charges will reflect the time spent so far, calculated in accordance with the terms of this agreement. For fixed-fee services, we will charge based on the proportion of work completed prior to the request to stop.

19.Urgent and Breakdown Service Charges

Urgent or breakdown services are billed hourly, based on our quoted rate which varies depending on the urgency of the request.

After completing the service, our team member will ask for your signature to confirm the total time spent on-site. Any ancillary services, materials, or equipment required will be quoted separately and clearly itemised.

20.Service Availability

We cannot guarantee acceptance of all service requests made via phone or online.

We reserve the right to decline enquiries due to factors such as supply shortages in your area, limited availability of team members, or other circumstances beyond our control. If we are unable to fulfil your request, we will inform you promptly—and no charges will be applied in such cases.

21.Service Concerns and Investigations

If you believe our service has not been delivered with reasonable care and skill, you are required to give us a fair opportunity to investigate the issue.

This allows us to assess your concerns properly, review the work completed, and determine any appropriate action before further steps are taken.

22.Provision of Accurate Information and Preparatory Requirements

You may still be charged the first hour fee if you fail to provide us with the necessary information we request to access your property and carry out the service, or if you do not complete any agreed preparatory steps prior to the appointment.

Incomplete or inaccurate details—such as unclear scope of work, limited access instructions, or missing service specifications—may result in delays, rescheduling, additional team members or vehicles being dispatched, or the need to engage third parties to obtain parts on your behalf.

These situations may incur additional charges, and we reserve the right to recover associated costs resulting from insufficient preparation or communication

23.Non-Payment and Consumer Regulations

Under consumer law, there is no cooling-off period once a service has been delivered.

If we complete the service with reasonable care and skill, and you fail to make payment, we reserve the right to pursue legal action to recover the outstanding amount. Payment is due in accordance with this agreement and reflects the value of services properly rendered.

24.Ownership and Uninstallation of Goods

Goods such as parts, products, or materials supplied during the service remain our property until full payment is received.

If payment is not made in full, we reserve the right to uninstall and retrieve any unpaid goods. Any time spent by our team member during the uninstallation process will be charged at our standard hourly rate.

25.Property Damage During Investigative Work

In situations where the cause of a defect at your premises is unclear, you may request investigative and diagnostic services from us. You understand and accept that this process may cause damage to parts of your property as a necessary consequence of accessing and repairing the fault.

Such damage may include, but is not limited to, the removal or disruption of bathroom suites, panels, furniture, tiles and tiling, carpets, rugs, laminate, wood or other flooring, internal and external walls (for pipework routing), as well as wallpaper, paint, and furnishings. These risks may arise during plumbing, gas, or drainage-related works.

We will always highlight these risks to you in advance. If you choose to proceed, you accept that this service is carried out at your own risk, and we will not be liable for damage that was foreseeable and disclosed. We do not undertake to remedy, repair, or restore any damage caused during such investigative works unless separately agreed and quoted.

26.Protection of Personal Belongings

It is your responsibility to take all reasonable precautions to safeguard personal possessions, furnishings, fixtures, and fittings prior to the commencement of our services.

While our team member will make every reasonable effort to avoid causing damage, any items within the service area remain at your own risk and discretion. We strongly recommend that all belongings susceptible to incidental damage be removed or securely covered before work begins.

We do not accept liability for any damage to personal items resulting from service delivery unless expressly agreed in writing.

27.Waste Disposal Policy

While our team member will make every reasonable effort to maintain a tidy working environment, we are unable to remove or dispose of any waste materials generated during the course of service.

This includes, but is not limited to, old parts, packaging, and other by-products arising from the completion of your service. The responsibility for waste clearance remains with the property owner or occupier.

28.VAT and Tax Adjustments

All services provided are subject to VAT at the prevailing rate.

If the VAT rate changes between the date of your order and the date the service is supplied, we will adjust the VAT amount accordingly—unless full payment was received prior to the change taking effect

29.Interest on Late Payments

If payment is not received on time, we reserve the right to apply interest to the overdue amount.

Interest will be charged at a rate of 8% per annum above the Bank of England base rate, calculated on a daily basis from the due date until the full payment is received. This applies whether payment is made before or after any formal judgment.

You will be liable for the overdue amount plus any accrued interest.

30.Delays Outside Our Control

We are not responsible for delays caused by events beyond our reasonable control. This includes, but is not limited to, traffic disruptions, third-party failures, or unforeseen logistical challenges.

Should a delay occur, we will notify you as promptly as possible and take reasonable steps to minimise the impact. Provided we do so, we are not liable to compensate for delays.

If the delay is expected to be significant, you may contact our Customer Service Team to terminate the contract. In such cases, a refund will be issued for any services paid for in advance but not received, minus any reasonable costs already incurred.

31.Your Right to Cancel

For most services ordered by phone or at your doorstep, you have a legal right to cancel within 14 days from the date your order is confirmed.

However, you lose this right once the service has been fully delivered. In such cases, you are liable for the cost of the service provided up to the point of cancellation, including the first hour fee.

Same-day services are non-refundable, as our team member would have already made arrangements to attend your premises. Cancellations for same-day bookings remain subject to the first hour fee.

How to Cancel

If you wish to cancel (and give us at least 24 hours’ notice before the scheduled appointment), you can do so by contacting our Customer Service Team, completing the online cancellation form, or mailing a printed copy to us.

We will issue your refund within 14 days from the date of cancellation notice. Refunds are processed using your original method of payment, and no administrative fees will be charged for this.

32.Service Modifications and Suspension

We reserve the right to make changes to the services we provide at any time. These changes may be necessary to:

  • Reflect updates in applicable laws or regulatory requirements
  • Implement minor technical adjustments or improvements, including those addressing security risks. These will not affect the overall usability or quality of the service.

We also reserve the right to suspend the supply of services. If we do so, you will be entitled to certain rights, which may include cancellation options or refunds, depending on the nature and duration of the suspension and in line with the terms outlined in this agreement.

33.Suspension of Services

We may suspend the supply of services in order to:

  • Address technical problems or carry out minor technical adjustments
  • Update services to comply with changes in laws or regulatory requirements
  • Implement service modifications

If a suspension occurs, you may be entitled to certain rights under this agreement. These may include the option to cancel your contract or request a refund for any services paid for in advance but not received, subject to reasonable costs we have already incurred.

34.Withdrawal of Services

We reserve the right to withdraw any service at our discretion.

If we decide to stop providing a service, we will notify you as soon as reasonably possible. Any payments made in advance for services not delivered will be refunded in full, subject to any reasonable costs already incurred in preparation.

35.Termination of Contract by Us

We reserve the right to terminate our contract with you and seek compensation if:

You do not, within a reasonable timeframe after our request, provide the necessary information, access, or cooperation needed to deliver the service—for example, a correct contact number, email address, or premises address.

36.Exclusion of Business Liability

Our services are intended solely for domestic and private use.

If you engage our services for commercial, business, or resale purposes, our liability is limited in accordance with this agreement. We will not be liable for loss of profit, business interruption, or loss of business opportunity resulting from such non-domestic use.

37.Use of Personal Data

We process your personal data in accordance with our Privacy Notice. It outlines how your information is collected, used, stored, and protected.

Please refer to the Privacy Notice for full details on our data handling practices.

38.Complaints Regarding Property Damage

If you believe damage has been caused to your premises by our team member, you must contact us immediately and submit a written complaint supported by photographic evidence.

You must also allow us access to investigate the issue in person. We cannot accept liability where no investigation has been permitted, or where third parties have been engaged prior to our assessment, as this prevents us from determining fault.

We will carry out any reasonable corrective work within a suitable timeframe, provided that we confirm the damage was caused by us. If any third-party work has been undertaken following our service, we will not be liable for damage, as we cannot reasonably attribute fault under such circumstances.

Where a claim is made and we attend to investigate, but our team member is found not to be at fault, you will be charged our standard hourly rate, including a minimum charge of the first hour fee. Please refer to our current rate schedule for details, which may vary depending on the rate quoted at the time of inspection.

39.Other Important Contract Terms

Delay in Enforcement: If we do not immediately enforce any part of this contract, we retain the right to enforce it later. For example, failure to promptly pursue a late payment does not prevent us from doing so at a later time.

Transfer of Contract: We may transfer our contract with you to another organisation responsible for delivering your service. If this happens, we will inform you in advance. If you are unhappy with the transfer, you may contact our Customer Service Team within 7 days of notice to cancel the contract. Any payments made for services not yet provided will be refunded.

Third-Party Rights: This contract is solely between you and us. No other person shall have rights to enforce any of its terms, and neither party needs consent from anyone else to amend or terminate the agreement.

Severability: If any part of this contract is found to be unlawful or unenforceable by a court or authority, the remaining terms will remain in full effect.

40.Website Terms of Use

Intellectual Property Rights
All content featured on our website—including text, images, and other materials—is owned by us or licensed to us. These works are protected by copyright laws and international treaties. All rights are reserved. You may not reproduce, distribute, or modify any material from our site without prior written permission.

Product Imagery
Product images shown on our website are for illustrative purposes only. While we make every effort to display colours accurately, we cannot guarantee that your device’s screen precisely reflects the actual colour or appearance of products. Variations may occur.