Updated on 02/02/2026

Terms & Conditions of Service (Updated)

1. Professional Conduct & Workspace

• Mutual Respect: We are committed to providing a polite, professional, and "White Glove" experience. We kindly request that our engineers are treated with the same respect. We maintain a zero-tolerance policy toward any form of abuse or safety threats; in such rare cases, we reserve the right to vacate the site immediately and invoice for all labor and materials up to that point.
• Site Readiness: To ensure we can provide our undivided attention to the task, we ask that work areas (such as under-sink cupboards or boiler housing) are cleared of household items prior to our arrival.

2. Fixed Price Quotations & Variations

• Fixed Price Guarantee: For installations and planned projects, we provide a Fixed Price Quote. This price is inclusive of our professional procurement, quality inspection, and the handling of all necessary materials.
• Unforeseen Conditions: When working on existing or aged systems, certain components (e.g., seized valves, brittle boiler parts, or corroded pipework) may fail when disturbed. While we exercise the utmost care, we are not liable for the failure of pre-existing hardware.
• Variations: Should unforeseen issues arise (such as leaks discovered under flooring), we will pause and consult you. Small adjustments will be charged at our standard hourly rate, while larger required works will be quoted as a fixed-price addition.

3. Materials & Procurement

• Company-Supplied Materials: All materials supplied by us include a procurement and handling fee. This covers our time for sourcing, delivery, and—crucially—our full 12-month replacement warranty should the part be faulty.
• Customer-Supplied Materials: While we can install customer-purchased items, we cannot provide a warranty on these products. If a customer-supplied part is found to be faulty or fails, any subsequent labor for removal or re-installation will be chargeable. We reserve the right to refuse the installation of products that do not meet WRAS or British Standards.

4. Payment Terms

• Settlement: Invoices are issued upon completion of the agreed work. Payment is due within 7 days.
• Late Payments: To cover administrative costs and interest, late payments will incur a fee of £50 or 10% of the invoice value (whichever is greater).
• Collections: Accounts remaining unpaid after four reminders will be referred to a third-party debt recovery agency, incurring an additional recovery fee of 20% + VAT (minimum charge £50 + VAT).

5. Our 12-Month Guarantee

• Workmanship & Parts: We provide a 12-month guarantee on our workmanship and any parts supplied by us.
• Exclusions: This guarantee applies specifically to the components we installed or repaired. It does not extend to the wider existing system (e.g., replacing a boiler fan does not guarantee the pump or other unrelated parts).
• Third-Party Interference: Any alterations or "DIY" repairs carried out on our work by the customer or another contractor will void our guarantee.

6: Diagnostic Fee & Quote Process

• Initial Assessment: We begin with a focused visual inspection to identify the immediate issue. Within 30 minutes of arrival, we aim to provide "Good, Better, and Best" options to resolve the problem.
• Technical Investigation: Should the fault not be immediately visible (requiring the use of specialist equipment such as multimeters, gas sniffers, Gas analysers, thermal imaging cameras or leak detection tools), a Further Investigation Fee will apply. This reflects the advanced technical expertise and time required for deep-fault diagnosis. You will be notified of this additional cost before any testing begins.
• Diagnostic Fee Waiver: Our initial £60 + VAT assessment fee is fully waived if you authorize any of the quoted repairs during the same visit. Please note that Technical Investigation Fees (for deep-dive diagnostics) are separate and are generally not waived unless specifically agreed upon.