The following terms and conditions apply unless agreed otherwise prior to your booking.
How do I book?
We accept bookings via phone, email and online chat.
How do you calculate labour time?
When an engineer attends to your booking, they electronically ‘check in’ to your unique job on our software and ‘check out’ when they have completed the job or booking. Labour time is rounded and charged to the nearest 15 minute interval. Our minimum labour charge is 1 hour, unless it’s a return visit for the same job.
Do you charge for travel?
Yes. Sometimes our customers’ can be quite far away from us, so we do charge for travel time up to a maximum of 30 minutes. We only ever charge for the journey to your premises. Our vans are tracked using GPS to ensure any travel time we charge for is accurately calculated and most importantly, fair. We do charge for travel time if we need to retrieve parts up to a maximum of 1 hour, provided those parts are successfully fitted on the same day as the original booking.
What visits am I charged for?
We do not charge to provide a quotation or an estimate where that is the sole purpose of the visit. We do charge for our time if you ask us to investigate a problem.
If our engineer is unable to gain access to your premises during the time of a pre-arranged booking we reserve the right to charge for an aborted visit. Aborted visits are charged as per our standard pricing model, up to a maximum of 1 hour.
Does your work come with any warranty?
Yes. If something we supplied & fitted becomes faulty or breaks within the first 12 months then we will repair or replace it completely free of charge. This excludes accidental / malicious damage and force majeure. If the appliance comes with a manufacturer’s warranty longer than 12 months then we will manage the repair or replacement for you however we may charge for our time; depending on the circumstances.
Can I supply my own materials?
Of course! but, we won’t manage the warranty. That means if it stops working, we will probably charge for our time to replace it; depending on the circumstances.
What’s the difference between a quote and an estimate?
A quote is a fixed price for a limited scope of work. The advantage is that you know exactly what you’ll have to pay, but our hourly rate and material margin will be higher. An estimate is a variable scope of work where the cost is only predicted, but we charge a reduced hourly rate and material margin.
Typically we provide quotes for smaller jobs and estimates for larger, more complex tasks.
All of our quotes and estimates are valid for a minimum of 30 days, but we will always try to honour them for as long as we can.
How do I pay?
We will email your invoice to you once your job is complete. You can pay online using the secure link in the email, by bank transfer or cheque.
We do not accept payment over the phone or cash for security reasons.
Do I have to pay anything upfront?
Not typically, unless there is an unusually significant material cost required to start the work.
Some jobs can run for several weeks or months so we do send interim invoices as an contribution towards our own costs. We do require these to be settled within a reasonable amount of time. We reserve the right to cease all work until any outstanding invoices are settled.
Do you do electrical work?
Yes! Our sister company ‘Plummer Electrical’ can be reached on 01692 403 005.