Terms & Conditions

1.1 In these Terms & Conditions:

“Company”, “we”, “us” or “our” means MB Heating and Plumbing Ltd.

“Customer”, “you” or “your” means the person requesting or authorising the Works.

“Works” means any plumbing, heating, gas, drainage, rainwater, repair, maintenance, servicing, installation, replacement, alteration, upgrade, testing, commissioning, fault-finding, emergency call-out and any associated domestic services described in our quotation, estimate, job sheet, invoice or booking confirmation.

“Quotation” means a fixed-price written quotation issued by us for a defined scope of Works.

“Estimate” means an estimate only and not a fixed price.

“Property” means the address where the Works are to be carried out.

2.1 A contract is formed when you accept our quotation, estimate, booking confirmation or instruction for us to proceed with the Works.

2.2 These Terms & Conditions apply to that contract unless we agree otherwise in writing.

2.3 Any description of the Works, timing, products, materials or services in our quotation, estimate, website, emails, messages or other communications is subject to these Terms & Conditions.

2.4 Any quotation, estimate, booking confirmation, invoice or other written communication issued by us forms part of the contract.

2.5 These Terms & Conditions apply to all domestic works carried out by us unless we expressly agree otherwise in writing.

3.1 We will carry out only the Works expressly described in our quotation, estimate, job sheet, booking confirmation, invoice or other written communication.

3.2 Unless expressly stated otherwise, the Works do not include:

• redecorating;
• plastering;
• tiling;
• flooring repairs;
• joinery or carpentry;
• boxing-in;
• structural work;
• specialist electrical upgrades;
• asbestos testing or removal;
• CCTV drainage surveys;
• drainage jetting or tanker services;
• excavation reinstatement beyond basic making safe;
• permits, parking charges or traffic management; or
• waste disposal or removal of old materials, spoil, rubble or fittings.

3.3 Any works not included in the original scope will be treated as additional works and charged separately.

4.1 We do not publish fixed prices for all Works on our website because price depends on the nature, scope, complexity and site conditions of each job.

4.2 The price for the Works will be set out in our quotation, estimate, job sheet, booking confirmation, invoice or other written communication issued to you before the Works proceed.

4.3 Some Works may be quoted on a fixed-price basis, while others may be estimated based on expected labour, materials, time, access requirements and any specialist equipment required.

4.4 Emergency attendance, temporary repairs and making-safe works may be priced and carried out differently from planned works depending on urgency and the circumstances of the call-out.

4.5 Unless otherwise stated, quotations are valid for 30 days from the date issued.

4.6 Any quotation or estimate is based on the information available at the time, including any visual inspection, photographs, drawings, descriptions or assumptions stated in it.

4.7 Any quotation or estimate may be revised if further work, materials, access requirements or hidden defects become apparent.

4.8 Unless expressly stated otherwise, any quotation or estimate includes only the work specifically described in it.

5.1 We may require a deposit to secure a booking, reserve materials or allocate a slot in our schedule.

5.2 Any deposit required will be confirmed in the quotation, estimate, job sheet, booking confirmation, invoice or other written communication before the Works proceed.

5.3 Deposits may be used to reserve time in our schedule, cover administration and, where applicable, contribute towards materials or other costs incurred in preparation for the Works.

5.4 The balance of the price for the Works will be due as set out in the quotation, estimate, invoice or booking confirmation.

5.5 Unless otherwise agreed in writing, payment is due immediately on completion of the Works or on the due date stated on the invoice.

5.6 For larger jobs, we may require staged payments, which will be set out in the quotation, invoice schedule or booking confirmation.

5.7 If you cancel, postpone or delay the Works after a booking has been secured or costs have been incurred, we reserve the right to retain or apply the deposit against losses reasonably incurred, including administration, booked labour time, materials ordered or other non-refundable costs, subject always to your legal rights.

5.8 We may charge reasonable administrative costs and, where lawful and proportionate, interest on overdue sums after the due date.

5.9 We reserve the right to suspend non-essential Works where payments due under the contract remain unpaid.

6.1 All materials, fittings, fixtures, appliances, sanitaryware, controls, parts and equipment supplied by us remain our property until paid for in full.

6.2 Risk in materials passes to you on delivery to the Property or installation, whichever occurs first.

7.1 You must provide safe, clear and reasonable access to the Property and work area for the duration of the Works.

7.2 You must ensure that we have access to any necessary water, electricity, gas supply, stop taps, external gullies, drains, lofts, cupboards, risers, manholes and other relevant areas.

7.3 You must remove or protect fragile, valuable or personal items in the work area unless otherwise agreed.

7.4 You must keep children, pets and other persons away from the work area while the Works are being carried out.

7.5 You must tell us before the Works begin about any known issues including:

• asbestos or suspected asbestos;
• unsafe electrics;
• gas issues;
• low water pressure;
• leaks;
• blocked or damaged drains;
• structural defects;
• shared drainage arrangements;
• septic tanks, pumps or soakaways;
• previous alterations or known non-compliant works.

7.6 Unless expressly stated in the quotation, you remain responsible for the condition and suitability of existing pipework, drainage runs, electrics, gas supply, controls, radiators, fixtures, wastes, rainwater systems and any other existing installations not supplied by us.

7.7 You are responsible for obtaining any permissions required from landlords, freeholders, managing agents or other third parties unless we have agreed in writing to do so.

8.1 Our quotation or estimate assumes that no hidden defects, obstructions, contamination, collapsed drains, unsafe pipework, buried services, inaccessible valves, non-compliant existing works or other unforeseen conditions will be found unless specifically stated.

8.2 Plumbing, heating, gas, drainage and rainwater works can reveal hidden defects only once floors, walls, ceilings, boxing, underground runs or fittings are opened, exposed or tested.

8.3 If hidden defects, safety issues or non-compliant installations are discovered, we will inform you as soon as reasonably practicable.

8.4 Any additional works required as a result will be charged separately.

8.5 We will not carry out additional chargeable works without your approval where reasonably practicable, except where immediate action is required:

• to make the installation safe;
• to prevent material damage;
• to comply with legal or regulatory requirements; or
• to leave the Property in a safe condition.

9.1 We will use reasonable endeavours to supply the products and materials described in the quotation.

9.2 If a specified product becomes unavailable, discontinued or materially delayed, we may propose an equivalent substitute of similar function and quality.

9.3 We will not substitute a product that materially affects price, appearance or performance without your agreement.

9.4 Manufacturer lead times and supply availability are outside our reasonable control.

10.1 Any start date, attendance date, installation date or completion date given by us is an estimate unless expressly confirmed as fixed in writing.

10.2 We are not liable for delay caused by matters outside our reasonable control, including:

• weather;
• supplier delays;
• utility interruptions;
• hidden defects;
• asbestos;
• third-party delays;
• permit issues;
• lack of access;
• illness;
• emergencies; or
• events affecting labour or supply chains.

10.3 If the Works are delayed, cancelled or postponed by you, we may charge for wasted time, abortive visits, stored materials, rescheduling costs and any non-refundable costs reasonably incurred.

10.4 If we attend and cannot reasonably proceed because access, approvals, utilities or site conditions are not available, we may charge for that attendance.

11.1 Any gas work requiring registration under applicable law will be carried out by an appropriately qualified and registered Gas Safe engineer.

11.2 We will carry out the Works with reasonable care and skill and, where applicable, in accordance with relevant legal and regulatory requirements in force at the time of the Works.

11.3 Where applicable, relevant records, handover documents, certificates, test results, notifications, manufacturer documents and compliance paperwork will be provided.

11.4 Statutory notifications and certifications will be dealt with in accordance with applicable legal requirements.

11.5 Non-statutory documents, manufacturer paperwork and guarantees may be withheld until full payment has been received.

12.1 Unless otherwise stated in writing, we guarantee our workmanship for 12 months from the date of completion.

12.2 Our workmanship guarantee covers defects arising directly from our installation or repair work only.

12.3 Our workmanship guarantee does not cover:

• manufacturer defects;
• fair wear and tear;
• consumables;
• scaling, sludge or system contamination;
• frozen pipework;
• misuse or accidental damage;
• lack of servicing or maintenance;
• poor water quality or pressure;
• faults in existing systems not installed by us;
• third-party interference or repairs by others after our Works; or
• drainage recurrence where the underlying cause is outside the scope of the Works.

12.4 Appliances, fittings, fixtures, controls, sanitaryware, drainage components and other products supplied by us may also be covered by manufacturer warranties, which are separate and subject to the manufacturer’s own terms, registration requirements and servicing conditions.

13.1 For drainage and rainwater works, blockages may recur if the underlying cause is not removed or is outside the agreed scope of Works.

13.2 Unless expressly included, we do not guarantee to identify every defect in a drainage or rainwater system without appropriate investigation, exposure, testing or CCTV survey.

13.3 Responsibility for shared drains, private drains, public sewers, boundary issues and third-party drainage assets is excluded unless expressly included in the quotation.

13.4 Excavation, tracing, root removal, CCTV survey, jetting, lining, reinstatement and specialist drainage plant are excluded unless stated otherwise.

14.1 We will take reasonable care to protect the Property while carrying out the Works.

14.2 You accept that some disruption, dust, noise, lifting of floors, opening-up works, access holes, temporary disconnection or temporary making-safe may be necessary.

14.3 Unless expressly stated in the quotation, we do not undertake:

• plastering;
• decorating;
• tiling;
• flooring repairs;
• joinery;
• boxing-in; or
• full reinstatement of surfaces, finishes or landscaping.

14.4 Waste disposal, removal of old materials, spoil, rubble, sanitaryware, fittings, pipework, packaging and excavated waste is excluded unless the quotation expressly states that we will remove it. If waste disposal is not included, it remains your responsibility.

15.1 If you wish to cancel or reschedule the Works, you should notify us as soon as possible.

15.2 If you cancel, postpone or delay the Works after a booking has been secured, materials ordered or labour allocated, we reserve the right to recover or retain any reasonable costs incurred, subject always to your legal rights.

15.3 Where cancellation rights apply under consumer legislation, those rights will apply in accordance with the law.

15.4 If you ask us to begin work within any applicable cancellation period, you agree that you may still be liable to pay for work carried out, time spent, materials supplied and costs reasonably incurred up to the point of cancellation, subject to your legal rights.

16.1 If you are dissatisfied, you should notify us as soon as reasonably practicable after discovering the issue.

16.2 You must give us a reasonable opportunity to inspect the alleged defect and, where we accept responsibility, to rectify it.

16.3 You must not instruct third parties to carry out remedial works to the same issue without first giving us a reasonable opportunity to inspect and respond, except in an emergency.

16.4 Nothing in this clause affects your legal rights.

17.1 We welcome fair and honest feedback from customers.

17.2 We ask that any complaint is first raised with us directly so that we have a reasonable opportunity to inspect and, where appropriate, resolve the issue.

17.3 Nothing in these Terms & Conditions permits abusive, threatening, defamatory or knowingly false statements by either party.

18.1 We are not liable for:

• pre-existing faults or defects;
• hidden defects not reasonably apparent before the Works;
• failures caused by existing systems, pipework, drains, radiators, controls, electrics or fittings not included in the Works;
• manufacturer defects;
• misuse, neglect or lack of maintenance;
• recurrence of drainage or plumbing issues caused by underlying defects outside the agreed scope; or
• indirect or consequential loss, so far as permitted by law.

18.2 Nothing in these Terms & Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded or limited.

18.3 Nothing in these Terms & Conditions affects your statutory rights.

19.1 We may take photographs, videos, measurements, test results and site notes before, during and after the Works for quotation, record-keeping, compliance, quality control, safety and dispute-resolution purposes.

19.2 We will not use identifiable images of your Property for marketing without your permission.

20.1 These Terms & Conditions are governed by the laws of England and Wales.

20.2 Any dispute shall be subject to the jurisdiction of the courts of England and Wales.