Terms & Conditions

This version of our terms was updated in June 2023, these may have changed since you last reviewed them.

For a list of changes and when they were made, please do contact our Customer Service Team.

Where to find further information about us and our services

You can find everything you need to know about us PlumbingForce Limited, and our services on our website or from our sales staff before you place a request for our services.

PlumbingForce offers services pertaining to all aspects of General plumbing and Gas Heating appliances.

If, after reading our terms and conditions you are unsure of our services please do contact our Customer Service Team to discuss this further.

Our Engineers are gas safety accredited and authorised to deliver our services

All Engineers (employees, contractors, sub-contractors or otherwise Engineers) who carry out our services at PlumbingForce are authorised and regulated to carry out services pertaining to general plumbing, boiler repair, installation and related services, gas repair, installation and related services.

All booked and accepted jobs (via means of our confirmation email or as confirmed by our sales agents) are subject to our Booking Fee.

The Booking Fee is always a pre-authorised charge to be held on your card upon you booking our services and is subject to the terms of this agreement.

When you obtain services from us, you undertake that:

1. You have the right to enter into this agreement as the owner or lawful occupier of the premises in which the request for services is made to us.
2. When you book a service with us, we place a hold on your card amounting to one hour’s minimum labour charge or a Booking Fee.
3. Refunding or Rescheduling your booking will incur a charge unless you cancel or reschedule more than 24 hours in advance.
4. We charge a Booking Fee and there is always a possibility of further charges.
5. If you book a job with us and we are unable to enter the premises upon you booking a service, you shall be charged our one hour Booking Fee.
6. All additional parts, materials or equipment hires are subject to separate charges.
7. We do not charge travel costs incurred by our Engineers unless you request them to visit a supplier on your behalf on the same day.
8. If your parts, products or materials are subject to a specialist order, we will take a minimum upfront deposit.
9. Our charges become payable as soon as the service is deemed to be completed by us at your premises.
10. New installations carried out by our Engineers may come with a 12 month parts and labour warranty.
11. All of our express (4-hour response) or same day services are subject to availability and are charged at a premium rate.
12. We will usually provide you with an estimation or a fixed-fee quotation, this can be changed or withdrawn by us at any time before the completion of the services carried out.
13. All our estimations and fixed-fee quotations expire after 28 days.
14. We reserve the right to increase your estimation prior to any services being carried out by our Engineers.
15. All quotations given to you ahead of any services are subject to variation after our Engineers have been given the opportunity to assess the work in-person.
16. We request the equivalent of a 50% advance payment upon the booking of any additional works.
17. If you request for us to stop working part way through a service, you shall be liable for the service delivered up until that point.
18. If your requested service is an urgent or break down service it will be calculated on an hourly basis.
19. We cannot always accept requests for services.
20. If you believe that our service has not been carried out with reasonable care and skill, you must give us the chance to investigate.
21. You may be charged if you do not give us all the information we need.
22. If you do not pay for your service and it is carried out with reasonable care and skill.
23. We reserve the right to uninstall and parts or goods that you do not pay for.
24. We cannot be held liable for any damage to your property during investigative work.
25. You must ensure that you take adequate steps to protect your personal possessions and furnishings prior to us carrying out our services.
26. We are not able to clean or dispose of any waste after the provision of our service.
27. If you request us to unclog a blockage, we are unable to guarantee any results and instead, our service (for which you pay) is our attempt at unclogging the concerned pipe(s).
28. We are unable to guarantee any effects whatsoever in attempting to clean any blockages of any frozen pipes or frozen drainage systems.
29. Our services are subject to VAT at the prevailing rate, and we pass on increases in VAT.
30. We charge interest on late payments.
31. We are not responsible for delays outside our control.
32. You have a legal right to change your mind.
33. How to let us know you would like to cancel and what happens next.
34. You have rights if there is something wrong with your service.
35. We can always change a service we provide.
36. We can suspend a supply of services (and you have rights if we do).
37. We can withdraw services.
38. We can end our contract with you.
39. We do not compensate you for all losses caused by us or our services.
40. We are not liable for business losses.
41. Our responsibility for loss or damage suffered by you if you are a business
42. We use your personal data as set out in our Privacy Notice.
43. You have several options for resolving disputes with us
44. You must alert us in the first instance should you have a complaint in regard to damage caused to your premises by our Engineers
45. Subject to terms 10, 23, 24, 25, 40 and 44 above, we will not hold any responsibility for any damage suffered to a part of any premises where the damage is in whole, or in part, a consequence of a defect or weakness in that part of the property.
46. Other important terms apply to our contract.
47. The terms you accept in using our website.

1. You have the right to enter into this agreement as the owner or lawful occupier of the premises in which the request for services is made to us.

When entering into this agreement and requesting our services, you are confirming that you have the right to allow us to enter and alter the premises in which the services are requested be carried out, should it be found that you do not have the right to do so – you hereby indemnify us against all expenses and costs that may arise due to us carrying out any services at your request. If you are contacting us on behalf of another person or if you will not be present when the services are carried out; you undertake that you recognise that your agreement is with us and as such, you will remain liable for any services carried out at your request. This means that the card that you used to carry out the initial booking shall be charged accordingly upon the completion of the services should we be unable to recuperate the remaining cost on the site of the premises. If you are a landlord for example, the person on the premises who allows access to our Engineers shall be reasonably considered by us to have the authority to sign any applicable invoices for our services.

2. When you book a service with us, we place a hold on your card amounting to one hour’s minimum labour charge or a Booking Fee.

We will always make you reasonably aware that the Booking Fee is a pre-authorised charge that is held on your chosen debit card for payment when making the booking, and this will usually be confirmed via email or otherwise by our agents when you make your booking. At this point a contract is formed between you and us for your selected service and subject to the terms contained in the agreement. Your balance on completion of the service or works shall be subtracted in consideration of this charge. If you choose to not take on any further services from us beyond the first hour, or if our Engineer attempts to enter your premises and is not given access to your premises for any reason, we will charge you the Booking Fee as minimum charge as the Engineer may already have travelled or booked this time away from other services from other customers in order to fulfil your request.

Please see rates for a comprehensive list of our charges.

3. Refunding or Rescheduling your booking will incur a charge unless you cancel or reschedule more than 24 hours in advance.

Our Booking Fee is fully refundable provided that you cancel or reschedule the booking more than 24 hours before the time that the booking is scheduled as by this time it can be reasonably assumed that the Engineer is either on the way to your premises or would be otherwise unable to book this slot with another customer. For emergency or same day bookings, this fee is unable to be refunded for these reasons.

4. We charge a Booking Fee and there is always a possibility of further charges.

As stipulated above all, booked and accepted jobs (via means of our confirmation email or as confirmed by our sales agents) are subject to our Booking Fee.

Beyond this charge, if an Engineer enters your premises and carries out services that exceed the first hour, the subsequent labour related charges will be calculated per half an hour spent. We will always make our charges as clear as possible with you (via our confirmation email or verbally in the case of our sales agents and by way of estimation quote where possible). If applicable, the price of the Engineer’s parking fees (congestion fees or parking tickets) shall also be payable within your final invoice, upon your request we can provide reasonable evidence of such. When your requested services are completed, our Engineer’s will collect your signature on their Personal Digital Assistant Device (PDA) to confirm the hours taken in respect to the labour performed by them in your premises. All additional or ancillary services, parts or equipment shall be calculated separately and shall be payable by you within our invoice for services. Should you fail to provide a signature on our Engineer’s PDA upon the completion of our services, our Engineers will sign on your behalf and you will remain liable to pay for all fees accumulated until the completion of our services or the applicable fees for the work completed if the services are not fully completed at your request (inclusive of any ancillary costs occurred such as parts).

5. If you book a job with us and we are unable to enter the premises upon you booking a service, you shall be charged our one hour Booking Fee.

If you book a job with us and the Engineer is unable to enter the premises for any reason whatsoever including without limitation; you forgetting about the appointment or you not providing us access to the property, the one hour Booking Fee will be charged for the Engineer’s time spent irrespective of whether any work was carried out by our Engineers on that day. If you choose to rebook the appointment, you will have to pay a further Booking Fee to reserve the particular time slot once again.

6. All additional parts, materials or equipment hires are subject to separate charges.

Our hourly charges only cover the labour or time spent by our Engineer’s at your premises. All specialist parts or materials are subject to the charge as quoted to you at the time and we do not price match on this basis.

7. We do not charge travel costs incurred by our Engineers unless you request them to visit a supplier on your behalf on the same day.

We never charge you the travel costs of our Engineers unless the cost is incurred by a request for a specialist part to be collected by them. In this situation, the time spent by the Engineer will be subject to our hourly charge. We may (subject to term 4 of this agreement) charge you the fees incurred by our Engineers in parking fees or congestion charges when applicable).

8. If your parts, products or materials are subject to a specialist order, we will take a minimum upfront deposit.

We will charge 50% of the value for any parts, products or materials that must be ordered especially for you, this is an up-front charge that must be paid prior to us ordering. Specialist parts ordered in this way are considered to be yours once you have made a full payment. You will remain liable for the remaining 50% fee as upon ordering these parts, you agree to pay the full amount payable as quoted by our Engineers in exchange for the parts. Should we be unable to return any parts ordered by us for you from the applicable supplier, you undertake that you will remain liable for the fees associated with these parts.

9. Our charges become payable as soon as the service is deemed to be completed by us at your premises.

We recommend that the person who is going to pay for the service is the person who remains on the premises whilst the services are being carried out by our Engineers. We accept payment via bank transfer or from all major debit cards. Any delays in this payment being made that result in the Engineer remaining at your premises shall be subject to our hourly charging structure (in half an hour increments). We will deduct the Booking Fee from any further charges incurred. Our Engineers cannot and will not accept cash.

10. New installations carried out by our Engineers may come with a 12 month parts and labour warranty.

Our 12 month warranty is not applicable to parts that are not supplied by us as we cannot endorse the reliability of third party products. Our warranty remains to be discretionary, and may be revoked by us at any time if we are able to reasonably satisfy that you have not followed the advice of the Engineers who may have recommend different parts to your chosen parts, a different service type or a replacement of existing parts or equipment. Your warranty with us will also end automatically should any third parties work on top of our existing work. If we are called out on a warranty based repair or service and we have reasonable evidence to suggest that you are in breach of our warranty terms – the service including our fee for coming out (Booking Fee) shall be charged to you.  We may offer additional or extra warranties on parts, materials and products, but this is at our discretion and can only be fulfilled the day that the implicated service is deemed to be completed by us. Our warranty does not cover any factors that can be considered beyond our control such as acts of god, fires, third-party caused damage and weather related damage. For the avoidance of doubt, this refers to our warranty only – you may be entitled to a parts warranty from the applicable manufacturer of the parts also. For the avoidance of doubt, we cannot be held responsible for any warranties given by the manufacturer of a particular part or product, you must instead contact them directly.

11. All of our express (4-hour response) or same day services are subject to availability and are charged at a premium rate.

When possible, we will always attempt to accept requests for services of an urgent nature, however this is not always possible. When this is possible, these services will always be subject to a premium charge which we will always make clear to you prior to the commencement of the service.

12. We will usually provide you with an estimation or a fixed-fee quotation, this can be changed or withdrawn by us at any time before the completion of the services carried out.

Unless otherwise specified an estimation provided for non-breakdown services (or prior to our Engineers assessing the job) is on a “as is” basis and therefore, on the basis of the details you give us being correct, comprehensive and a full picture of the services needed to be conducted by our Engineers. We cannot be held liable for the cost of any unanticipated services identified by our Engineers on site which could include issues you were not aware of or additional parts for us to obtain from third parties on your behalf. For the benefit of a fixed fee service, we are unable to itemise or provide you with an extensive breakdown of what is included as this is considered to be a complete service rather than a series of services together.

13. All our estimations and fixed-fee quotations expire after 28 days.

All quotations given by us to you will automatically expire 28 days after they are issued. After this point if you fail to accept a quotation within 28 days and you would like to engage us, you will need to obtain a new quotation and we cannot guarantee that this will be the same or a similar price.

14. We reserve the right to increase your estimation prior to any services being carried out by our Engineers.

This may be because of factors beyond our reasonable control such as unanticipated costs pertaining to labour, unexpected equipment hires, additional materials and resources we were unaware of. If you are unhappy with this and would like to cancel your contract with us, you are entitled to do so prior to the commencement of services being carried out.

15. All quotations given to you ahead of any services are subject to variation after our Engineers have been given the opportunity to assess the work in-person.

Where possible, our Engineers will endeavour to provide you with a quotation of the services to be carried out. This estimation is by no means a fixed fee and instead, is on the basis of the minimum costs based on your description of the anticipated services. It is contingent on all the information provided by your visual inspection being correct and subject to change upon our Engineer’s inspection of the anticipated service at your premises. As such, we will not be held liable for any additional charges that you may incur due to incorrect, incomplete or erroneous details being provided to us by you.

16. We request the equivalent of a 50% advance payment upon the booking of any additional works.

This payment equivalent to 50% of the estimated cost of the service will be held as a pre-authorised charge by your bank or building society. If the anticipated works are scheduled to commence 7 days or less after the initial booking, we may hold up to 100% of the funds as a pre-authorised charge. Upon the completion of the works, this amount will be taken out of your bank account. If you are to cancel the booking prior to the commencement of the work or during our service you may receive a full or a partial refund subject to the terms of this agreement.

17. If you request for us to stop working part way through a service, you shall be liable for the service delivered up until that point.

If for any reason you would like to stop receiving our services before they are completed, you must make the Engineer on site aware as soon as possible. In the case of an hourly fee service, you will be charged in accordance with the time spent so far (subject to the terms of this agreement). If your service is a fixed fee, we will charge you on the basis of the work carried out thus far.

18. If your requested service is an urgent or break down service it will be calculated on an hourly basis.

Breakdown or urgent services are calculated on an hourly basis in consideration of our quoted hourly rate which is dependent on the urgency of the service. Upon the end of the Engineer’s services, they will collect your signature on their Personal Digital Assistant Device to confirm the hours taken in respect to the labour performed by them in your premises. All additional or ancillary services, parts or equipment shall be calculated separately via a further estimation when possible.

19. We cannot always accept requests for services.

When you make an enquiry to request a service from us either via telephone or online, we cannot always accept the request. We reserve the right the reject or decline requests for services due to supply shortages within your area, lack of availability of Engineers or other reasons that are beyond our control. We will always make you aware as soon as possible if we are unable to carry out any requested services and for this benefit, you will not be charged.

20. If you believe that our service has not been carried out with reasonable care and skill, you must give us the chance to investigate.

We would like everyone to have a great experience with PlumbingForce which is why we offer a 12 month labour and (selected) parts warranty on selected new installations. We are only able to fulfil this warranty if you alert us in the first instance something goes wrong and permit us access to your premises to investigate this. This warranty will not apply (subject to term 10 of this agreement) if it is found that there has been a third-party at the premises after our installation as we cannot reasonably deduct whether this is the fault of the third-party or of our Engineers. Any bookings made in consideration of the warranty that are found to violate the above terms of the warranty or where an Engineer comes to your premises to find no fault, shall be chargeable at our usual hourly rates. Please see rates for an up to date list of our rates. For the avoidance of doubt, we cannot be held responsible for any warranties given by the manufacturer of a particular part or product, you must instead contact them directly.

21. You may be charged if you do not give us all the information we need.

We may still charge you the Booking Fee if you do not give us information we have asked for about how we can access your property to provide the service or if you do not do preparatory services to prepare for the services, as agreed with us. For example, we may need to return in another vehicle or with additional Engineers, reschedule service your services because you have provided incomplete details as to the scope of the requested services, or to approach third parties to obtain parts on your behalf.

22. If you do not pay for your service and it is carried out with reasonable care and skill.

Under consumer regulations a contract for a service is not subject to a cooling off period once the service is delivered. This means that providing that our services are carried out with reasonable care and skill, we have the right to take legal action to ensure that a timely payment is made to us in respect of any services delivered by us.

23. We reserve the right to uninstall and parts or goods that you do not pay for.

Goods such as parts only belong to you once you have made the full payment in respect to them. Therefore, any parts that are not fully paid by you will remain to be our property. If you refuse to make a full payment, it is our right to uninstall these goods and we will charge the applicable hourly rate to you for any extra time spent by our Engineers in uninstalling.

24. We cannot be held liable for any damage to your property during investigative work.

Where there is no clear reason as to why a particular part is defective at your premises, you may opt for our investigative and diagnostic services. You understand that this service may be subject to damage incurred to your premises whilst investigating at your premises to subsequently repair the fault, this is inclusive of without limitation the removal of bathroom suites, panels or furniture, tiles and tiling, floor coverings (carpet, rugs, laminate, wood, tiles), internal and external walls where pipework has or must be routed and this can be for any plumbing, gas or drain related work. For similar reasons, we may also cause damage to wallpaper, paint, tiles, carpet and furniture during the course of investigation and restoration or repair services. Provided that, we always make this risk clear to you and you still choose to proceed with our services; we cannot be liable to you for damage (that was foreseeable by you) caused by us in delivering our services at your request. This means we will not remedy, repair or otherwise make good on any damage caused as this service is carried out at your own risk.

25. You must ensure that you take adequate steps to protect your personal possessions and furnishings prior to us carrying out our services.

It is your responsibility to take all reasonable steps in order to protect soft furnishings, furniture, fixtures and fittings prior to you engaging us in your services. We will make reasonable efforts to not cause any damage however, your possessions are left at your own risk and discretion, and it is recommended, that all items capable of incurring incidental damage in the space in which our Engineers have been enlisted are removed or otherwise covered before the commencement of our services as we are unable to accept any liability for any damage caused to these.

26. We are not able to clean or dispose of any waste after the provision of our service.

Although we will make every effort to ensure that our Engineers are respectful of your premises, we are unfortunately unable to dispose of any waste products accumulated in the provision of our services on your behalf; this is inclusive of old parts or otherwise packaging or waste generated in completing your service.

27. If you request us to unclog a blockage, we are unable to guarantee any results and instead, our service (for which you pay) is our attempt at unclogging the concerned pipe(s).

We will always make reasonable endeavours to unclog or unblock any clogged pipes in waste and drainage systems when you enlist our blockage services, unfortunately due to the unpredictable nature of blockages in waste and drainage systems, we cannot guarantee any results whatsoever in carrying out this service. We also cannot guarantee or warrant that beyond the completion of our service your waste and drainage systems will not incur any blockages in the future.

28. We are unable to guarantee any effects whatsoever in attempting to clean any blockages of any frozen pipes or frozen drainage systems.

When you instruct us to carry out a blockage service in cold climates, you do so at your own risk as we cannot guarantee the effectiveness of our services when subject to lower climates. We are therefore unable to offer any warranty or guarantee on these services and cannot be held liable for any fractures found in frozen pipes or drainage systems provided that we make you reasonably aware of the risks involved and you choose to pursue our service nonetheless it is understood that you do so at your own risk.

29. Our services are subject to VAT at the prevailing rate, and we pass on increases in VAT.

If the rate of VAT changes between your order date and the date we supply the service, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

30. We charge interest on late payments.

If we are unable to collect any payment you owe us we charge interest on the overdue amount at the rate of 8% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us the interest together with any overdue amount.

31. We are not responsible for delays outside our control.

If our supply of your service is delayed by an event outside our control, such as traffic delays or failures of third parties, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we will not compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team to end the contract and receive a refund for any services you have paid for in advance, but not received, less reasonable costs we have already incurred.

32. You have a legal right to change your mind.

For most of our services that are bought over the telephone or on your doorstep, you have 14 days after the date we confirm your order to change your mind about a purchase, but:

• You lose the right to cancel any service, when it is been completed (and you must pay for any services provided up the time you cancel, this includes our Booking Fee).
• If you cancel a same day service you are not entitled to a refund as our Engineers would have made arrangements to travel to your premises, all cancelations made on this basis shall be subject to our Booking Fee.

33. How to let us know you would like to cancel and what happens next.

If you change your mind (providing that you give us at least 24 hours of prior notice for any booked service) contact our Customer Service Team, fill in the online form or print-out our cancellation form and post it to us at Units 1-3 Warlingham Court Farm, Tithepit Shaw, Lane, Warlingham, Surrey, CR6 9AT. We will refund you as soon as possible and within 14 days of you telling us you have changed your mind. We refund you by the method you used for payment. We do not charge a fee for the refund.

34. You have rights if there is something wrong with your service.

If you think there is something wrong with the service we provided to you, you must contact our Customer Service Team. Our Engineers will take photographic evidence of the services carried out when possible, if you feel that you did not receive a service that was carried out with reasonable care and skill from us, please contact us with photographic evidence and the nature of your complaint in reasonable detail. We will then investigate your complaint (subject to term 20 of these terms) and try to rectify the situation. If upon our investigation it is found that our services were carried with due care and skill, you will be liable for our charges in accordance with our hourly rate. Please see rates for the possible charges.

35. We can always change a service we provide.

This may be in order to:

• reflect changes in relevant laws and regulatory requirements; and
• make minor technical adjustments and improvements, for example to address a security threat. These are changes that do not affect your use of the service.

36. We can suspend a supply of services (and you have rights if we do).

We may do this to:

• deal with technical problems or make minor technical changes;
• update the service to reflect changes in relevant laws and regulatory requirements; or
• make changes to the service.

37. We can withdraw services.

We can stop providing a service. We let you know as soon as possible, and we will refund any sums you have paid in advance for services which will not be provided.

38. We can end our contract with you.

We can end our contract with you for a service and claim any compensation due to us if:

• you do not make any payment to us when it is due, and you still do not make the payment within 7 days of our reminding you that the payment is due;
• you do not, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the service, for example, your correct contact number, email address or premises address.

39. We do not compensate you for all losses caused by us or our services.

We are responsible for losses you suffer caused by us breaking this contract unless the loss is:

• Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
• Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We are not responsible for delays outside our control.
• Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
• A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.

40. We are not liable for business losses.

If you are a consumer we only supply the service for to you for domestic and private use. If you use the services for any commercial, business or re-sale purpose our liability to you will be limited as set out below.

41. Our responsibility for loss or damage suffered by you if you are a business

Nothing in these terms shall limit or exclude our liability for:

• death or personal injury caused by our negligence, or the negligence of our employees, agents or subcontractors (as applicable);
• fraud or fraudulent misrepresentation;
• breach of the terms implied by section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982; and
• any matter in respect of which it would be unlawful for us to exclude or restrict liability.

Except to the extent expressly stated in these terms and conditions, all terms implied by sections 13 to 15 of the Sale of Goods Act 1979 and sections 3 to 5 of the Supply of Goods and Services Act 1982 are excluded.

We shall not be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, or any indirect or consequential loss arising under or in connection with any contract between us; and

Our total liability to you for all other losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to the total sums paid by you for services under such contract.

42. We use your personal data as set out in our Privacy Notice.

How we use any personal data you give us is set out in our Privacy Notice.

43. You have several options for resolving disputes with us

Our complaints policy

Our Customer Service Team will do their best to resolve any problems you have with us or our services as per our Complaints policy.

When complaining to us – you must contact us with photographic evidence and the nature of your complaint in reasonable detail. We will then investigate your complaint and try to rectify the situation; complaints may be sent by way of email to enquiries@plumbingforce.co.uk and we will endeavour to reply to all complaints within 10 working days.  Enquires

You may also post your complaint to: PlumbingForce Limited, Units 1-3 Warlingham Court Farm, Tithepit Shaw, Lane, Warlingham, Surrey, CR6 9AT, we always recommend that this is done by way of first class post or otherwise recorded delivery.

You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

44. You must alert us in the first instance should you have a complaint in regard to damage caused to your premises by our Engineers

You must contact us as soon as possible should you believe that any damage has been caused to your premises by our Engineers. Your complaint must have a written description with supporting photographic evidence and you must allow us to investigate in-person so that we are able to see the damage. We cannot be held liable when you have not given us the opportunity to investigate the nature of the complaint in person and where you have instead enlisted third parties as we cannot in this situation, determine our liability towards you. We are only able to rectify any damage caused to your premises by our Engineer’s if you alert us in the first instance something goes wrong and permit us access to your premises to investigate this. We will then in a reasonable time frame amend the fault found provided that we establish that it is our fault. This will not apply if it is found that there has been a third-party at the premises after our installation as we cannot reasonably deduct whether this is the fault of the third-party or of our Engineers. Any call outs attributed to a claim for damage caused by us that are found to be no fault of our Engineers shall be chargeable at our usual hourly rates (with a minimum of one hours Booking Fee to be appliable should it be found that we are not at fault). Please see rates for an up to date list of our rates (these are subject to variation if a different rate is quoted to you upon our Engineers inspection).

45. Subject to terms 10, 23, 24, 25, 40 and 44 above, we will not hold any responsibility for any damage suffered to a part of any premises where the damage is in whole, or in part, a consequence of a defect or weakness in that part of the property.

This is inclusive of (without limitation) damage that may have existed prior to our Engineers entering your premises, damage that occurred on a part of the premises in which our Engineers did not work or any damage whatsoever that is caused by factors beyond the control of our Engineers.

46. Other important terms apply to our contract.

We can transfer our contract with you, so that a different organisation is responsible for supplying your service. We will contact you to let you know if we plan to do this. If you are unhappy with the transfer you can contact our Customer Service Team to end the contract within 7 days of us telling you about it and we will refund you any payments you have made in advance for services not provided.

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you are not allowed to, but that does not mean we cannot do it later.

47. The terms you accept in using our website.

Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the products.

How you may use material on our site. We are the owner or the licensee of all intellectual property rights in our site, and in the material published on it.  Those works are protected by copyright laws and treaties around the world. All such rights are reserved.

Do not rely on information on this site. The content on our site is provided for general information only. It is not intended to amount to advice on which you should rely. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of the content on our site. We make no representations, warranties or guarantees, whether express or implied, that the content on our site is accurate, complete or up to date.

We are not responsible for websites we link to. Where our site contains links to other sites and resources provided by third parties, these links are provided for your information only. Such links should not be interpreted as approval by us of those linked websites or information you may obtain from them. We have no control over the contents of those sites or resources.