These Terms & Conditions apply to your use of your247plumber.com and to any plumbing services we provide to you. By using our website, or by booking or accepting a quote for our services, you agree to these terms. Please read them carefully and contact us if anything is unclear.
1. About us
Your 247 Plumber (“we”, “us”, “our”) is a plumbing service based in Slough, Berkshire, serving homes and businesses in Slough and the surrounding area. You can contact us at any time using the details on the Contact page of our website. In these terms, “you” means the person or business booking or receiving our services or using our website.
2. Using our website
- The information on our website is for general guidance only. Prices, service descriptions, coverage areas and availability shown on the site are indicative and do not form an offer. A binding agreement is only made when we confirm a booking or you accept a written quote.
- You must not misuse our website, for example by attempting to gain unauthorised access, introducing viruses or harmful code, or copying or scraping content without our permission.
- All text, images, logos and other content on our website belong to us or our licensors and are protected by copyright and other intellectual property laws. You may view and print pages for your own personal use, but you may not reuse or republish them commercially without our written consent.
- Our website may link to third-party websites. We do not control them and are not responsible for their content or privacy practices.
- We aim to keep the website accurate and available, but we do not guarantee that it will always be free of errors, interruptions or omissions.
3. Quotes, estimates and pricing
- Where possible we will give you a fixed quote or a clear estimate before starting work. Unless we say otherwise, a written quote is valid for 30 days from the date it is issued.
- Quotes and estimates are based on the information you give us and, where applicable, what we can see or assess at the property. If the job turns out to be different from what was described, for example because of hidden pipework, corrosion, or the condition of existing fittings, we will explain what has changed and give you a revised price before carrying out any additional work.
- Unless stated otherwise, prices include VAT where we are VAT registered. Any call-out, diagnostic, out-of-hours or emergency charges will be explained to you before we attend or begin work.
- For emergency and out-of-hours call-outs, we will tell you the call-out charge and the likely hourly or fixed rate before we set off wherever we reasonably can.
4. Booking and appointments
- A booking is confirmed when we agree a date, time or emergency attendance with you by phone, message or email, or when you accept our written quote.
- Arrival times and emergency response times are estimates. We will do our best to arrive when we say we will and will let you know as soon as possible if we are delayed, but we cannot guarantee a specific arrival time, particularly in emergencies, bad weather or heavy traffic.
- If you need to cancel or rearrange an appointment, please give us at least 24 hours’ notice. If you cancel at shorter notice, or we cannot start the job because nobody is available to give us access, we may charge a reasonable amount to cover our costs and lost time. We will always tell you about any such charge before you are asked to pay it.
5. Access and your responsibilities
So that we can carry out the work safely and efficiently, you agree to:
- give us safe and reasonable access to the property, the work area, water supply, stopcock, electricity and any relevant appliances or controls;
- make sure someone aged 18 or over is present, or has authorised access, where necessary;
- move or protect valuable or fragile items and furniture from the work area (we will take reasonable care, but we cannot move heavy or fixed items);
- tell us about anything that could affect the job or safety, such as known leaks, asbestos, hazardous materials, previous repairs, pets or other risks at the property; and
- confirm you own the property or have the owner’s permission for the work. If you are a tenant, you are responsible for getting your landlord’s agreement where needed.
If we consider a site to be unsafe, we may decline to start or continue work and may charge for time already spent.
6. Our services and standards
- We will provide our services with reasonable care and skill, using suitably qualified and competent people, and in line with applicable regulations and industry standards.
- If your job involves gas appliances or gas pipework, that part of the work will only be carried out by a suitably qualified Gas Safe registered engineer.
- We may use subcontractors or associated tradespeople where appropriate, and we remain responsible for the work carried out in our name.
- We will leave the work area reasonably clean and tidy once the job is finished, and remove waste that we have created, unless agreed otherwise.
- Where a fault cannot be repaired safely or economically, we will explain your options, which may include replacement parts or a different solution.
7. Materials and parts
- Unless we agree otherwise, we supply the materials and parts needed for the job and include them in the price. If you prefer to supply your own, we may not be able to guarantee them or to offer a guarantee on the work that depends on them.
- Materials and parts remain our property until you have paid for them in full.
- Risk in the materials passes to you when they are delivered to or installed at your property.
8. Changes to the work
If you ask us to change or add to the job after it has been agreed, or if we find additional work is necessary, we will tell you what it involves and how it affects the price and timing. We will only carry out the extra work once you have agreed to it, which may be by phone, message or email, except in an emergency where we need to act immediately to prevent damage, flooding or danger to people, in which case we will tell you as soon as we reasonably can.
9. Payment
- Unless we agree otherwise in writing, payment for domestic work is due on completion of the job. For larger jobs we may ask for a deposit or stage payments, which will be set out in the quote.
- We accept the payment methods we tell you about when booking, which may include bank transfer, card payment or cash. We do not store your full card details.
- If an invoice is not paid on time, we may charge interest and reasonable recovery costs as permitted by law, and we may suspend further work until the account is up to date. Business customers’ rights and obligations under the Late Payment of Commercial Debts (Interest) Act 1998 are not affected.
- If you believe an invoice is wrong, please tell us as soon as possible so that we can look into it. You should still pay any part of the invoice that is not in dispute.
10. Your right to cancel (consumers)
If you are a consumer and you book our services by phone, online, by message or email, or we agree the contract at your home, you generally have the right to cancel within 14 days of the day the contract is made, without giving a reason.
If you ask us to start work within that 14-day period, which includes any emergency or same-day call-out, you are asking us to do so and you will need to pay for the services provided up to the time you tell us you want to cancel, in proportion to the full price. If the work is fully completed within the 14 days and you asked us to begin within that period, your right to cancel ends once the work is finished.
To cancel, you can tell us by phone, message or email using the details on our Contact page. Nothing in this section affects your other legal rights, including under the Consumer Rights Act 2015.
11. Guarantees
We stand behind our work. Any specific workmanship guarantee we offer will be confirmed to you in writing on your quote or invoice. Manufacturers’ guarantees on parts and appliances are separate and are provided by the manufacturer. A guarantee does not cover faults caused by misuse, lack of maintenance, accidental damage, work by other people afterwards, or normal wear and tear. A guarantee is in addition to, and does not limit, your statutory rights as a consumer.
12. Your legal rights as a consumer
If you are a consumer, the Consumer Rights Act 2015 gives you the right to have services carried out with reasonable care and skill, and to have goods that we supply be of satisfactory quality, fit for purpose and as described. If our services or goods do not meet these standards, you may be entitled to have the work repeated or fixed, a price reduction or, in some cases, a refund. Advice on your rights is available from Citizens Advice.
13. Our liability
- Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot legally be limited or excluded, including your statutory rights as a consumer.
- Subject to that, and to the extent permitted by law, we are not liable for loss or damage that was not reasonably foreseeable when the contract was made, or for faults or damage that existed before we started work, or that result from information you gave us being incomplete or inaccurate, or from something outside the work we were engaged to do.
- If you are a business customer, we are not liable for loss of profit, business interruption or other indirect or consequential loss, and our total liability to you for any claim relating to a job is limited to the price you paid for that job.
14. Events outside our control
We are not responsible for delay or failure to carry out our obligations caused by events outside our reasonable control, such as severe weather, flooding, utility or supply failures, shortages of parts, industrial action, accidents, road closures, pandemics or government restrictions. If this happens, we will tell you as soon as we can and do our best to complete the job when the situation allows. If the delay is likely to be significant, you may cancel the unfinished part of the job and we will refund any payment for work not carried out.
15. Complaints
We want you to be happy with our work. If something is not right, please contact us as soon as possible, ideally within 7 days of the job, using the details on our Contact page. We will acknowledge your complaint promptly and aim to investigate and respond within 14 days. Where reasonable, we will offer to return to put things right. If we cannot resolve the issue between us, you may be able to use an alternative dispute resolution provider, and you can also contact Citizens Advice for free guidance.
16. Privacy
We collect and use your personal information as described in our Privacy Policy, which is available on our website. By using our website and services, you confirm that you have read it.
17. Changes to these terms
We may update these Terms & Conditions from time to time, for example to reflect changes in the law or in our services. The version in force when you book a job or accept a quote applies to that job. The latest version is always available on this page, and the “Last updated” date at the top shows when it was last changed.
18. General
- Entire agreement: these terms, together with your quote, booking confirmation and invoice, are the whole agreement between us for the work and replace any earlier discussions about it. If there is a conflict, the written quote or booking confirmation takes priority.
- Severability: if any part of these terms is found to be unlawful or unenforceable, the rest remains in effect.
- No waiver: if we do not enforce a right straight away, that does not mean we have given it up.
- Transfer: you may not transfer your rights or obligations under these terms without our written consent. We may transfer ours to another business that takes over ours, and we will tell you if we do.
- Third parties: no one other than you and us has any right to enforce these terms.
19. Governing law
These terms and any dispute connected with them are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you are a consumer living in Scotland or Northern Ireland, you may also bring proceedings in the courts of the part of the UK where you live.
20. Contact us
If you have any questions about these Terms & Conditions, please get in touch through the Contact page of our website.