Terms and Conditions
Effective Date: Thursday, July
1. Introduction
These Terms and Conditions govern the provision of services by Better Home Plumbing ("we", "our", "us") to customers ("you", "your").
By requesting, booking, or accepting any services provided by Better Home Plumbing, you agree to be bound by these Terms and Conditions.
2. Services
Better Home Plumbing provides plumbing, heating, boiler, drainage, and related property maintenance services for residential and commercial customers.
All services are subject to availability and may be declined where work is considered unsafe, outside our scope of expertise, or where access cannot be reasonably obtained.
3. Quotations and Estimates
Fixed Quotations
Where a written quotation is provided, the quoted price will remain valid for 30 days unless otherwise stated.
Estimates
Any estimate provided is an indication of anticipated costs only and may change if:
Additional work is required.
Existing installations differ from information supplied.
Hidden defects or unforeseen issues are discovered.
Customer requirements change.
Any additional work outside the original scope will be discussed and approved before proceeding where reasonably possible.
4. Appointments and Access
Customers must provide:
Safe and reasonable access to the property.
Access to relevant plumbing, heating, electrical, and water systems.
Accurate information regarding known faults and issues.
If we are unable to gain access at the agreed appointment time, a call-out charge may apply.
5. Emergency Call-Out Services
Emergency services are provided on a best-efforts basis.
Response times are estimates only and may vary depending on:
Location
Weather conditions
Traffic
Demand for emergency services
Availability of engineers
We cannot guarantee a specific arrival time for emergency call-outs.
6. Customer Responsibilities
You agree to:
Provide accurate contact information.
Ensure all necessary permissions have been obtained for work to be carried out.
Inform us of any known hazards or safety concerns.
Keep children and pets away from work areas where practical.
You remain responsible for securing valuables and personal belongings before work commences.
7. Payments
Payment terms will be specified on quotations, invoices, or service agreements.
Unless otherwise agreed:
Payment is due immediately upon completion of work.
Deposits may be required for larger projects.
Materials may require advance payment.
We reserve the right to suspend work where payments become overdue.
8. Late Payments
For overdue invoices, we reserve the right to:
Charge statutory interest in accordance with applicable legislation.
Recover reasonable debt collection and legal costs.
Suspend future services until outstanding balances are cleared.
9. Materials and Equipment
Any materials supplied remain the property of Better Home Plumbing until paid for in full.
We reserve the right to substitute equivalent products where specific products become unavailable, provided such substitutions do not materially affect performance.
10. Guarantees and Warranties
Workmanship warranties apply only to work directly carried out by Better Home Plumbing.
Warranty coverage does not apply to:
Existing faults not repaired as part of the agreed work.
Customer-supplied materials or equipment.
Misuse, neglect, accidental damage, or unauthorised modifications.
Normal wear and tear.
Manufacturer defects covered by separate manufacturer warranties.
Where a manufacturer warranty applies, claims must be made in accordance with the manufacturer's terms.
11. Boiler, Heating and Plumbing Systems
We cannot guarantee the performance of existing systems following repairs, servicing, or upgrades where components are aged, damaged, incorrectly installed, or previously modified.
Older systems may develop unrelated faults following repairs due to existing wear and tear.
12. Limitation of Liability
To the fullest extent permitted by law, Better Home Plumbing shall not be liable for:
Indirect or consequential losses.
Loss of profits, business, revenue, or opportunity.
Delays caused by circumstances beyond our reasonable control.
Damage arising from pre-existing defects or concealed conditions.
Nothing in these Terms excludes liability where exclusion is prohibited by law.
13. Cancellation Policy
Customers may cancel appointments by providing reasonable notice.
We reserve the right to charge for:
Missed appointments.
Late cancellations.
Special-order materials already purchased.
Labour and materials committed to the project prior to cancellation.
14. Photography and Documentation
We may take photographs of installations, repairs, and completed work for:
Quality control
Technical records
Warranty support
Training purposes
No personally identifiable information will be shared without consent.
15. Force Majeure
We shall not be liable for delays or failure to perform obligations caused by events beyond our reasonable control, including but not limited to:
Severe weather
Natural disasters
Utility outages
Government restrictions
Supplier shortages
Industrial disputes
16. Complaints
If you are dissatisfied with our service, please contact us as soon as possible.
We will investigate complaints promptly and make reasonable efforts to resolve any issues fairly and efficiently.
17. Privacy
We process personal information in accordance with applicable data protection laws and our Privacy Policy.
Information collected may be used to:
Deliver services
Schedule appointments
Send quotations and invoices
Provide customer support
Meet legal and regulatory obligations
18. Changes to These Terms
We reserve the right to update these Terms and Conditions at any time.
The latest version will apply to all future bookings and services.
19. Governing Law
These Terms and Conditions shall be governed by and interpreted in accordance with the laws of United Kingdom.
Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts of the United Kingdom.
Contact Information
Better Home Plumbing
For enquiries regarding these Terms and Conditions, please contact Better Home Plumbing using the contact details provided on our website, quotation, invoice, or service documentation.