Plain‑English note: These Terms & Conditions (“Terms”) explain what you can expect from us, what we expect from you, and how both sides are protected. They apply to all work we carry out, including reactive call‑outs where no formal quotation is provided beforehand. If any part of these Terms is held to be unenforceable, the rest remains in force.

Legal note: These Terms are provided for general use and do not constitute legal advice. We recommend that you take independent advice for any bespoke needs.

1. Definitions & Scope

Company, we, us, our: Heating Engineers London Ltd, trading as Plumb London.

You, your: The customer. If you are an individual acting wholly or mainly outside your trade or profession, you are a Consumer. Otherwise, you are a Business

Services: Plumbing, heating, drainage, bathroom installation, electrical and associated building services, including supply and installation of materials and products (“Goods”). Services may be:

Reactive Works: attendance required promptly, often charged on a time & materials basis, but may also be converted to a fixed-price quotation either on site or afterwards.

Scheduled Works: planned in advance for a future date, usually with a fixed-price quotation, but may also be charged on a time & materials basis where appropriate.

Written Quotation (Fixed Price): a set cost for specified works, regardless of time taken or complications within the stated scope.

On-Site Quotation or Estimate: A price indication provided during a visit, which may be either a fixed price or time & materials guidance, depending on the information available at the time.

Standard Hours: Monday–Friday during our normal operating hours. Out‑of‑hours attendances may carry higher rates.

These Terms govern all Services we carry out for domestic and commercial customers across England & Wales.

2. Booking & Order Process

2.1 How to book. You can request attendance by phone, email, via our website, or through any other booking method we make available. For Reactive Works, we will confirm applicable rates and an estimated arrival window. For Scheduled Works, we may arrange an inspection before issuing a quotation, or we may provide a fixed-price quotation directly based on the information you supply or following a Reactive attendance.

2.2 Becoming binding. A contract forms when you: 2.2A accept our rates and request attendance for Reactive Works; or 2.2B accept a quotation (whether issued on-site, via the office, or after a dedicated survey). For certain works, we will require a deposit before scheduling (see Section 5).

2.3 Quotations validity. Written Quotations are valid for 14 days unless otherwise stated. We may amend or withdraw any quotation at any time prior to commencement of works if there are material errors, significant supply-chain changes, or other circumstances outside our reasonable control.

2.4 Changes after commencement. If unexpected conditions are found or the agreed scope changes once works have begun, we will discuss options and, if needed, issue a revised quotation. If you do not accept the revision, any works already carried out, materials supplied/ordered, and necessary safety measures up to that point will be invoiced at our applicable rates.

3. Services, Standards & Making Good

3.1 Skill & care. We will provide competent, qualified engineers and tradespeople, and aim to attend and complete works promptly. Some delays (e.g., parts availability, traffic, weather, supplier delays) are outside our control, and we are not liable for any losses or costs arising from such delays to the extent permitted by law.

3.2 Nature of works. Plumbing, heating, electrical and building works can involve noise, dust, and temporary disruption. Unless specifically included in a quotation, making good (e.g., plastering, painting, tiling, flooring) is not included, but can be quoted separately.

3.3 Access creation. We may need to cut or remove tiles, plaster, floorboards, decoration, or other surfaces to access pipework, wiring, or structure. Reinstatement is excluded unless expressly included in your quotation. Some cosmetic marking or disturbance may remain after works.

3.4 Testing and limits. We test systems as safely and thoroughly as we can, but for heating and boiler works full testing is often only possible once the job is complete. Some faults, particularly on older or complex systems, may not show up straight away. If additional visits are needed to resolve these, they will be chargeable.

3.5 Pre‑existing conditions. We are not responsible for pre‑existing faults, sludge, aged or non‑standard installations, or consequential defects arising during/after our works due to the condition of your system.

3.6 Leak detection. Locating concealed leaks may require progressive opening‑up and multiple visits; success cannot be guaranteed in a single visit. Additional leaks discovered later may require separate quotations and visits.

3.7 Manufacturer power‑flush & remedial recommendations. Where we recommend system cleaning (e.g., power‑flush) or other remedial works and these are declined, related warranties may be void for that aspect.

3.8 Frozen pipes and blockages. Blockages in frozen pipes/drains cannot be guaranteed to clear while frozen. We are not liable for fracture of frozen pipework or resulting damage save for proven defective workmanship.

3.9 Specialist surveys. CCTV drain surveys or detailed written insurance reports can be provided on request and may incur an additional charge.

4. Pricing & Charges

4.1 Reactive Works (time & materials). Charged from the time our engineer arrives at your property, at our minimum hourly rate, unless specifically stated otherwise in writing. Additional time is charged in the increments stated at booking.

4.2 Fixed‑Price Works (Written Quotation). The price covers the described scope regardless of actual time taken. Work outside the agreed scope will be quoted separately.

4.3 Parts & materials. Parts supplied by us are charged at our standard rates, which include a handling allowance to cover sourcing, collection time, transport, and administration.

4.4 Parking, access equipment & specialist tools. Parking costs, parking fines (where no reasonable alternative parking was available), congestion/ULEZ charges, plant, lifts, access equipment or specialist tool hire (where required) may be charged at cost (or as stated in your quotation).

4.5 Price changes & errors. If there are pricing or scoping errors in a quotation, or if supplier prices change, we may issue a corrected quotation at any time prior to commencement of works.

4.6 Additional works (Quoted Works). If essential additional works are required in order to complete quoted works safely or as specified, we will provide an additional quotation. If you decline the additional quotation, the original quotation will remain valid only for the works completed up to that point. We will take reasonable steps to leave the system safe (for example, isolating an appliance) and will confirm in writing what has been completed and what remains outstanding. Any time and materials to date will be invoiced at the agreed rates.

4.7 VAT. All prices, rates, and quotations are subject to VAT at the prevailing rate unless stated otherwise.

5. Payments

5.1 Card pre‑authorisation (Reactive Works). For Reactive Works, we perform a card pre‑authorisation at booking. Payment is processed after the visit for time and materials used. Card details will be securely stored on your account to settle balances per our Privacy notice.

5.2 Deposits & scheduling. Certain works require a non‑refundable deposit before scheduling (the amount will be stated in your quotation). Non‑refundability covers our administrative time and any Goods purchased/committed on your behalf.

5.3 Stage payments (larger projects). For higher‑value projects, staged payments may be agreed (e.g., deposit on acceptance, interim payments as works progress, balance on completion). Invoices for interim payments are due on receipt.

5.4 Final payment. Unless stated otherwise in writing, payment is due immediately on completion of the visit/works.

5.5 Methods. We accept debit/credit card, bank transfer and cash (receipt issued). Cheques are not accepted. Payments are processed by our office; bank transfers must reference the Invoice Number.

5.6 Late payment. You will be liable for interest at 4% above the Bank of England base rate, plus an administration fee of £20 per week until paid. We may also recover reasonable costs incurred in debt collection (including agency and legal fees) and may suspend further works until balances are cleared. Certificates, guarantees or other completion documents may be withheld until payment is received in full. (Business customers: we may also charge statutory late‑payment compensation under the Late Payment of Commercial Debts (Interest) Act 1998.)

5.7 Ownership of Goods. Goods, materials, or products supplied by us remain our property until we have received full payment for all amounts due under the contract. Until ownership passes, we may remove and recover such goods if payment is not made in full. Risk in the goods passes to you on delivery to site, and you must keep them secure and insured for their full value until paid for in full.

6. Cancellations, No‑Show & Cooling‑Off

6.1 Rescheduling. For Scheduled appointments, please give at least one working day’s notice to reschedule. Short‑notice changes may incur reasonable costs we have incurred (e.g., non‑returnable Goods, supplier return charges, travel time to return Goods).

6.2 Reactive Works (no prior quotation). If you cancel after an engineer has been dispatched, or if we attend but cannot proceed due to no access/unsafe conditions, our minimum attendance/diagnostics charge will apply.

6.3 Quoted Works (fixed price). If we attend at the agreed time but cannot proceed for reasons outside our control (e.g., no access, unsafe conditions, required preparations not complete), we will charge reasonable costs incurred including wasted labour time, travel and non‑returnable materials.

6.4 Consumer cooling‑off (14 days). If you are a consumer, you have 14 calendar days from accepting our quotation to cancel without penalty. However, if works are booked to start within this period, whether at your request or by mutual agreement as part of our service, you will be liable for any costs incurred up to the point of cancellation, including labour, travel, and materials. Any deposit paid will be non-refundable, and you will also be liable for the cost of any goods ordered.

6.5 How to cancel. You may cancel by sending us a clear statement by email to [email protected] or by post to Heating Engineers London Ltd, 542 Uxbridge Road, Pinner, Middlesex, HA5 3QA. You do not need to use a form. Please include your name, service address, phone number, and the booking or contract date.

7. Your Responsibilities (Customer Obligations)

7.1 Access & attendance. Ensure safe, timely access at the agreed time. An adult (18+) must be present unless otherwise agreed in writing.

7.2 Permissions & consents. You must obtain, at your own expense, all necessary permissions and consents before work begins. This includes (without limitation) planning permission, building regulations approval, listed building consent, conservation area consent, and any consents required from landlords, neighbours, or mortgagees. Where our work requires access over third-party land, you must arrange this in advance and indemnify us against any related claims. We may ask you to provide evidence of consents if required.

7.3 Site preparation & protection. Prepare work areas and walkways; remove/protect furniture, valuables and floor coverings. If items are not removed/protected, you accept the risk of accidental damage.

7.4 Moving and protecting property. Our engineers may move furniture, floor coverings, units, or other fixtures at your request to gain access, but this is at your risk. We are not responsible for reinstating, repairing, or replacing such items, or for any damage caused in moving them, unless due to proven defective workmanship. It is your responsibility to protect or remove items from the work area before we start.

7.5 Hazards. You must tell us in advance about any known safety hazards at the property, such as asbestos, dangerous gases or liquids, hidden services, or unsafe electrics. This allows us to carry out a proper risk assessment before starting work. If hazards are not disclosed and are discovered during the works, we may suspend works until it is safe to continue, and any delays or additional costs will be chargeable.

7.6 Gas Warning Notices. If we issue a Gas Warning Notice, you are solely responsible for taking prompt remedial action. We are not liable for any consequences arising from continued use of the appliance or system after such a notice is given.

7.7 Utilities & services. You must ensure water, gas, and electricity are available and safe to use before works begin, unless we have agreed otherwise in writing. If services are not available, any delays or additional attendances will be chargeable.

7.8 Isolation & access points. You must ensure suitable and accessible isolation points (e.g. stopcocks, valves, switches) are available at the property. Where isolation points are inaccessible, concealed, or defective, we are not responsible for resulting delays, additional works, or costs.

7.9 Security of site & materials. Materials delivered to site become your responsibility when our engineers are not present; loss/theft in our absence will be chargeable.

7.10 Parking & permits. Where applicable, please provide suitable parking/permits for Scheduled Works to avoid delays/extra costs.

7.11 Disclosure of relevant information. You must tell us before work begins about any pre-existing faults, alterations, or work carried out by others that may affect our work. We will not be liable for faults, failures, or additional costs arising from undisclosed issues that affect the performance or safety of the system or installation.

7.12 Authority to instruct & sign. You are responsible for ensuring that any person who books, instructs or signs for works on your behalf (including a family member, neighbour, tenant, managing agent or other representative) is authorised to do so. We may rely on instructions or signatures from any person at the property or named by you as an authorised contact, and you will remain liable for charges properly incurred under those instructions. For business customers, the person signing warrants that they have authority to bind the business. We may decline to proceed where we reasonably cannot confirm authority.

7.13 Unattended access & remote sign-off. Where you request attendance when you are not present, you authorise us to enter and carry out the works using the access method you provide (for example, a key-safe code, smart-lock invitation or neighbour). We will take reasonable care to secure the property on departure. If we cannot gain access at the agreed time, our minimum attendance/diagnostics charge may apply. Keys or codes will not be stored with identifying details and will be deleted or returned after the visit; you are responsible for changing any codes afterwards. When no one is present, responsibility for belongings and materials on site remains with the property owner/occupier except where loss is caused by our negligence. Completion may be confirmed by email or SMS (remote sign-off), and any warranty/defects period runs from the completion date shown on the invoice.

8. Warranties & Guarantees

8.1 Workmanship warranty. Unless stated otherwise in your quotation, our standard workmanship warranty is 60 days from completion, covering defects caused by our work or faulty materials we supplied.

8.2 Installations. For new installations (e.g., boilers or cylinders) we may provide an extended workmanship warranty (typically 12 months) where stated in your quotation. Manufacturer warranties apply in addition subject to their terms.

8.3 Exclusions & loss of warranty:

• Work completed at your request against our written or verbal recommendation.
• Repairs to systems in poor condition, or that use non-standard/obsolete parts, or that are over 10 years old;
• Systems or installations that do not comply with current building regulations, manufacturer instructions, or other applicable standards.
• Goods, materials, or products supplied by you. We give no guarantee as to their suitability, performance, or compliance, and accept no liability for defects in them.
• Blockages in waste or drainage systems;
• Situations where recommended remedial works (e.g., power‑flush) are declined;
• Damage arising from frozen pipes, or from thawing frozen pipes, unless caused by our proven negligence;
• Subsequent alteration, servicing or repair by a third party after our visit; or
• Faults unrelated to our works, misuse, neglect or lack of maintenance.
• Utility usage or charges (such as water, gas, or electricity) incurred during or after works, including while works are pending further instructions or authorisation.

8.4 Manufacturer warranty registration. It is your responsibility to ensure that any applicable manufacturer warranties are registered. We will register certain major appliances (such as boilers or hot water cylinders) where stated in our quotation, but for other products (such as pumps, showers, taps, valves, etc.), we do not guarantee registration unless explicitly agreed.

8.5 Manufacturer warranty labour. If a manufacturer supplies a replacement part under its warranty, our labour to fit the part may be chargeable unless otherwise agreed in writing.

8.6 Business defect notification & right to remedy. If you are a Business and believe our workmanship is defective, you must notify us in writing within [3 months] of completion of the works, describing the issue in reasonable detail, and allow us (and our insurers, if required) reasonable access to inspect and, if appropriate, to carry out remedial work. If you do not notify us within that period, or do not allow inspection or remedial work, we will not be liable in respect of the alleged defect.

8.7 Payment condition. Warranties are valid only where invoices are paid in full.

9. Liability & Limitations

9.1 Non-excludable responsibilities – Nothing in these Terms removes or limits any legal rights or responsibilities that cannot be removed by law. This includes liability for death or personal injury caused by negligence, or for fraud.

9.2 Consumers. We are not responsible for loss or damage that is not reasonably foreseeable, for losses caused by your decision not to proceed with recommended works or goods, or for indirect or consequential losses such as loss of income, business, or earnings. We are also not liable for any utility usage or charges (such as water, gas, or electricity) incurred during or after works, including while works are pending further instructions or authorisation, as responsibility for such costs rests with the property owner or occupier.

9.3 Businesses. To the fullest extent permitted by law: (a) all implied terms and warranties are excluded; (b) we are not liable for loss of profits, sales, business, revenue, data, business opportunity, anticipated savings, goodwill, or for any indirect or consequential loss; (c) our total liability to you is capped at the lower of £500 or the total Charges payable for the relevant works; and (d) we are not liable for any utility usage or charges (such as water, gas, or electricity) incurred during or after works, including while works are pending further instructions or authorisation.

9.4 Unsafe systems or structures. If we discover unsafe or unsuitable systems or structures during works, we may suspend work and issue a revised quotation. If you decline such works, any related warranties will be void, and we are not liable for faults, failures, or damage arising from the unsafe or unsuitable condition.

9.5 Third‑party interference & post‑works changes. We are not liable for faults/damage caused by third parties or subsequent alterations after completion.

9.6 Failure of isolation point. Isolation points (such as stopcocks and valves) can fail or become defective when operated, due to age, wear, or previous condition. We are not liable for such failures. Any repair or replacement required will be treated as additional works and chargeable.

9.7 Events outside our control. We are not liable for delays or failures caused by events beyond our reasonable control (for example, extreme weather, strikes, supply-chain disruption, or accidents).

10. Your Personal Information

We only use your personal information in accordance with our Privacy Policy, which can be found at: https://www.plumblondon.com/privacy/

Please take the time to read our Privacy Policy as it includes important information and terms which apply to you.

11. Governing Law & Jurisdiction

This contract sets out the entire agreement between you and us in relation to the works. You confirm that you have not relied on any statements, promises, or representations made or given by us, or on our behalf, that are not set out in this contract. Nothing in this clause limits or excludes liability for fraud or fraudulent misrepresentation.

These Terms and any contract formed under them are governed by the laws of England & Wales. Disputes will be subject to the exclusive jurisdiction of the courts of England & Wales (if you are a Consumer, you may bring proceedings in your local courts within the UK).

12. Contacting us

If you are unhappy with our service, please contact us using the details on your quotation/invoice and we will follow our complaint procedure.

Finance-related complaints (Novuna) – If your complaint relates to finance linked to your purchase, you can still let us know, but we will forward it to your credit provider, Novuna.

Novuna will acknowledge your complaint, investigate it thoroughly, and issue a response within eight weeks.

If you are not satisfied with Novuna’s response, you may be able to refer the matter to the Financial Ombudsman Service within six months of the date of Novuna’s final response letter.

Contact details for the Financial Ombudsman Service:

• Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
• Telephone: 0300 123 9 123
• E-mail: [email protected]
• More information: www.financial-ombudsman.org.uk

13. Notices & Contact

Our contact details appear on your quotation/invoice. For cancellations or formal notices, please write to the email or postal address shown there. Notices from us will be sent to the contact details you supplied when booking/accepting a quotation.