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1. Introduction

These are 1st Call Plumbing & Heating’s Terms & Conditions. They tell you:

  • The rules for using our services

  • What you can expect from 1st Call Plumbing & Heating

  • Your rights and responsibilities

2. When These Terms Apply

Please ensure you read these terms before using our services. By using our services, you are agreeing to these terms..

The latest version always applies, and we’ll usually only make updates when we offer a new service, change how we provide a service, or have to comply with a new legal requirement.


3. What Do We Mean by “Services”?

Anything offered by 1st Call Plumbing & Heating, across all the trades we cover (Plumbing, Heating, Bathrooms, Electrics, Carpentry, Appliances, Roofing, Building, Emergencies and Commercial):

  • Enquiries

  • Estimates

  • Project Work

  • Installations

  • Repairs

  • Emergency Call Outs

  • Servicing

  • Guarantees

4. Terminology

For the purpose of these terms & conditions the following words have the following meanings:

  • “Us/We/Our” refers to 1st Call Plumbing & Heating

  • “You” refers to you: the customer (the person or organisation for whom we agree to carry out work and/or supply or materials).

  • “Tradesperson/tradespeople” refers to the representative(s) appointed by 1st Call Plumbing & Heating to carry out work.

We reserve the right to refuse or decline to undertake any work. We reserve the right, at our absolute discretion, to designate the tradesperson/tradespeople who will represent us.


Hourly Work Rate

Any hourly rate advised to the Customer will include labour and exclude the supply of any parts or equipment required. Our emergency service is subject to a premium charge. It will be subject to GST at the prevailing rate.


Estimates and Fixed Price Work

Any estimate supplied by the company is subject to withdrawal at any time before works commence, and shall be deemed withdrawn unless it has been accepted within 14 days from its date.


Unless otherwise specified, all estimates provided are done on an ‘as is’ basis. The estimate will set out the likely minimum costs involved based on a visual inspection by the Company and/or details supplied by the Customer. The final price will be calculated based on the original estimate and in accordance with the Company’s standard rate applicable at the time of works being carried out, and may increase above the estimated price.

The Customer will reimburse the Company for any and all expenses incurred (including labour, materials and equipment hire) upon acceptance of an estimate which is subsequently cancelled by the customer.


Prices and Payment

All invoices are due for payment immediately upon completion of works. Where estimated costs are above £500 a 50% deposit will be due upon acceptance of the estimate. Thereafter, a 25% payment will become due at the estimated mid-point of the works. The final 25% of the total invoice will be due immediately upon completion.


Inspection, Delivery and Completion of Works

The Company will endeavour to ensure they attend scheduled appointments however, the Company accepts no liability in respect of late/non-attendance on site or delivery of any equipment or materials. At all times, the Company estimates only.



If the Customer cancels any contract with the Company, without the Company’s consent, the Customer agrees to indemnify the Company against any and all loss, damage, claims or actions arising as a result of such cancellation.


Damages to Property and Personal Effects

Due to the nature of plumbing works it is at all times the responsibility of the customer to protect property and personal effects, carpets, floor coverings, cabinets, fixtures, flooring, walls, tiling, drapes, furniture during and upon completion of work.  Although measures will be taken to protect floor coverings during works no liability will be accepted for damage to carpets and floor coverings due to spillage, water damage or  lifting for access.  The company will not accept liability for damage to property caused by movement or access i.e. damage to walls, panels, doors and ceilings etc any rectification works required will be deemed chargeable to the clients expense and not at the expense of the company. 


The company will not accept liability for losses of any nature including loss of revenue or profits arising from the works carried out.


Health and Safety

Should the customer be aware of any health and safety issues i.e. the presence of asbestos the customer shall inform 1st call Plumbing prior to commencement of work. The company will not be held responsible for any delays or costs incurred should it be necessary to withdraw from site or engage in any removal or other safety works. Should it not be possible to return to site due to its unsafe condition the customer will be responsible for the costs of any works and materials already completed.



For your peace of mind, we provide 12 months guarantee on labour carried out by a 1st Call Plumbing tradesperson in respect of faulty workmanship only.  This is active from the date of completion of work in addition to any manufacturer’s warranty/warranties.


Any parts, equipment or components supplied by the company will be covered by their respective manufacturers warranty.


We will not guarantee any work in respect of blockages in wastes or drainage systems, any work undertaken on instruction from you and against the written or verbal advice of the tradesperson.  Work is only guaranteed in respect of work directly undertaken by us and full payment having been made. Any non-related faults arising from recommended work which has not been undertaken by us will not be guaranteed.  Where we agree to carry out work on installations of inferior quality or (over 10 years old) no warranty is given in respect of such work and we accept no liability in respect of the effectiveness of such work or otherwise.


Notice of Your Right to Cancel

The Customer has the right to cancel at any point however will be liable for the costs of works carried out including labour and materials prior to the notification being issued.


Nothing in these terms and conditions is intended to remove your rights regarding the quality of our work, or relating to faulty or mis-described goods that are supplied as part of our service.

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