TERMS & CONDITIONS
Here at Proactive Plumbing Solutions we know that the majority of people have genuine intentions and like to build strong working relationships on the basis of trust. To avoid any uncertainty, and protect both ourselves and our customers, we have written the following terms and conditions. If you need clarification on any of the points below, please don’t hesitate to contact us. By accepting a quotation, instructing Proactive Plumbing Solutions to carry out any works, or placing an order with us you agree to these terms and conditions.
1. Quotation
1.1. The quote/estimate price can be found in the quote pdf is inclusive of VAT.
1.2. This quote/estimate is open for acceptance for a period of 30 days providing the work can be commenced within 90 days both periods from the date of quote/estimate and thereafter may be subject to revision or withdrawal.
1.3. Unless otherwise stated, the quote does not cover any work by other trades. If work by other trades is specified within the quote, Proactive Plumbing Solutions reserves the right to nominate sub-contractors to affect the same at its discretion. Any disputes arising from such sub-contracted work will not be reason for withholding payment for other work included in the quotation, including that affected by Proactive Plumbing Solutions and/or their other sub-contractors.
1.4. The quote is given, and the services undertaken, by Proactive Plumbing Solutions, on the understanding that:
i. all necessary licences, authorities or planning permissions, including the consent of the landlord are first obtained and any costs involved covered by the customer;
ii. unrestricted access to the premises will be given by the customer to Proactive Plumbing Solutions in order that the services may be undertaken; and
iii. Proactive Plumbing Solutions has the use of all necessary facilities at the customer's in order that Proactive Plumbing Solutions can undertake the services.
iv. any additional costs incurred by Proactive Plumbing Solutions as a result of this clause not being strictly observed, may result in an additional charge.
1.5. Any defects or deficiencies found in an existing building, or flues, or in an existing system, that require attention to for satisfactory completion of the job, not specifically referred to in the quote, shall be the responsibility of the customer. If the customer arranges for any part or the whole of such work to be carried out by Proactive Plumbing Solutions it shall be the subject of a separate quote, or be charged as an extra on a time and materials basis. The contractor reserves the right to refuse to undertake the services. Additional work carried out will be discussed with the client prior to commencement.
1.6. The customer should clear all the necessary areas, as agreed with Proactive Plumbing Solutions, before they commence the job; this includes all furniture and all floor coverings. Proactive Plumbing Solutions shall take every care whilst carrying out the work; however the quote does not include any subsequent incidental re-decoration upon the proper execution of the work.
1.7. The attached quote/estimate is based on a non-intrusive survey of the property and, as such, it is assumed that any existing systems/structures that we connect to are in good condition and in working order. Should we find, during the course of works, any faults with the existing systems we reserve the right to make a charge for correcting the same.
1.8. Proactive Plumbing Solutions are not responsible for any delays to schedule or costs as a results of; acts of God, governmental actions, war or national emergency, riot, civil commotion, fire, explosion, flood, epidemic, lock-outs, strikes or other labour disputes (whether or not relating to either party's workforce), or restraints or delays affecting carriers or inability or delay in obtaining supplies of adequate or suitable materials provided that, if the event of force majeure continues for a continuous period in excess of 3 months, the customer shall be entitled to give notice in writing to Proactive Plumbing Solutions to terminate the agreement.
2. Booking/cancellation policy
2.1. All dates or times given for the start of, or duration of, the works are given in good faith based on the information gained during the survey and our current workload commitments. These times may be varied, however, due to unforeseen circumstances i.e. emergency call-outs, breakdowns etc. or to circumstances beyond our control. No liability will be accepted if it is not possible to meet client’s timescales. We will, however, strive to meet such timings and deadlines.
2.2. An order for work is confirmed only when a quote/estimate has been accepted in writing. This may either be by email, text or via post. At this point, the order becomes subject to the cancellation conditions detailed.
2.3. The date on which a confirmed work order is carried out can be changed with the approval of Proactive Plumbing Solutions only. We will make every possible effort to accommodate requests to change dates but this is not always possible.
2.4. Any work order may be cancelled with 14 days’ notice and no fee will be payable. If a work order is cancelled within 7 days or less this may result in the deposit not being refunded. These charges exist to protect our business against lost revenue caused by late cancellation of work.
2.5. Very occasionally, we attend a work order where there is a fault that we have not been informed about (i.e. a stopcock that does not stop water flow.) If we are unable to complete the planned work as a result of this (i.e. changing bathroom taps which becomes impossible if we cannot switch the water off) then we will charge a 1-hour call-out fee to cover our costs incurred. Possible resolutions will be discussed with the client.
2.6. A full works schedule can be provided upon request should the quote/estimate be accepted. This schedule will give a brief outline of the proposed work to be taken place and also a proposed timeframe for completion. This schedule is however subject to change at any time without prior notice.
2.7. A deposit of 50% will be taken for all jobs with materials & labour totalling over £500.00 prior to work commencing. Deposits to be made no less than 14 days before work starts to avoid delay or disappointment unless otherwise arranged. Balance to be paid on completion and no later than 48 hours after works are complete unless otherwise arranged. If the deposit is not made on time and/or no correspondence has been made, any booked dates will be invalid. Refunds on deposits can only be accepted no later than 7 days before commence date. Please allow up to 28 days for any refund. The taking of a deposit secures the booking in our schedule & allows for the purchase of materials.
3. During works
3.1. Whilst all reasonable care will be taken during the execution of the works, no responsibility can be accepted for any faults or failures that may occur to existing pipework, fittings, equipment, etc. due to disturbance caused by the proposed works.
3.2. Dismantling, clearing and re-instatement of any fitted cupboards, etc. to permit the proposed works to proceed will be charged at extra cost unless specified.
3.3. If, during the execution of the proposed works it is necessary to gain access to floors below fitted carpets, these will be lifted by us and laid back on completion. No re-stretching or fixing has been allowed for unless specified.
3.4. During the execution of the proposed works, it may be necessary to isolate various water, gas and electrical services. This will be advised in good time and the period of isolation will be as short as possible.
3.5. Prior to commencement of work involving gas appliances, the existing gas supply will be subject to a soundness test to check for compliance with Gas Safety Regulations. Any faults found will be advised to the client and any rectification works required may be subject to additional charges.
3.6. It has been assumed that unrestricted access to all relevant parts of the property will be afforded to us during the course of the works. Any delays caused by restricted access not notified at the time of survey may be subject to an extra charge and/or delay in completion.
3.7. Where other trades are involved in the works, and these trades are not under our control, any delays that may be caused to our progress by these trades may be subject to an extra charge and/or delay in completion.
3.8. Unless specified the works will be carried out in one continuous visit. Extra visits at the request of the client or caused by circumstances beyond our control will be subject to a surcharge and may affect the completion date.
3.9. Any additional works that the client requires to be carried out whilst the specified works are being executed will be charged at extra cost. An indication of such cost will be given and the client’s agreement to same will be obtained before the additional works proceed.
3.10. No allowance has been made for out-of-hours working unless specified or to suit our own requirements. Working hours are between the hours of 7 am and 5 pm, Monday to Friday (excluding Bank Holidays)
4. Guarantee
4.1. Proactive Plumbing Solutions provide a 12 month guarantee on all workmanship. This guarantee comes into effect when full, cleared payment has been made by the customer and is subject to the following exclusions/limitations:
i. Any evidence of tampering with installed parts or the surrounding workmanship will invalidate the guarantee. This includes DIY work and work by other companies.
ii. Proactive Plumbing Solutions will visit the property to remedy guaranteed faults at the earliest opportunity.
4.2. Any materials NOT supplied by Proactive Plumbing Solutions cannot be guaranteed.
4.3. Whilst certain items may be specified by name or model, we reserve the option to supply goods of a different manufacturer providing they shall be suitable for the purpose intended.
4.4. Any items or materials supplied by the client or others for our fixing will be unpacked and inspected in the presence of the client. Any faults found will be pointed out to the client whose responsibility it will be to obtain replacement items. Any delays caused by faulty or damaged items may be chargeable, may result in us withdrawing from site and may affect the completion date of the works.
4.5. Proactive Plumbing Solutions are not responsible for the incompetence of any consultant, professional adviser, contractor or persons other than Proactive Plumbing Solutions and its sub-contractors employed by the customer to provide the services at the customer's specific request.
4.6. Proactive Plumbing Solutions are not responsible for any defects arising because the customer failed to follow the Proactive Plumbing Solutions’ and / or manufacturers’ oral or written instructions.
4.7. Proactive Plumbing Solutions are not responsible for the absence of any consent required to be obtained by the customer.
5. Payment terms/late payments
5.1. Payment for projects is due within 48 hours of the issued invoice. Any payments not received within this timescale attract interest calculated daily at 8% above the Bank of England base rate. Payment for smaller maintenance, domestic customers are due on the day of completion. If paying by bank transfer the invoice allows 4 working days for funds to reach our account.
5.2. Ownership of any materials supplied, whether fixed or unfixed, shall not pass to the client until payment in full has been received for said materials. We reserve the right to take whatever legal action may be necessary to secure payment for the works carried out and materials supplied either fixed or unfixed.
5.3. For business customers, payment terms are usually a strict 14 days from the date of invoice unless otherwise agreed in writing. Payments by cash or bank transfer are accepted. We aim to provide the best quality service to our business customers in return for prompt payment. All late payments incur interest (charged daily) in accordance with the Late Payments of Commercial Debts Act 1998. This act allows us to charge 8% above the current Bank of England base rate.
5.4. Payment by cheque incurs an additional £1 handling cost.
5.5. No payment shall be deemed to have been received until Proactive Plumbing Solutions has received cleared funds.
6. Delivery acceptance
6.1. All deliveries to customers, whether from Proactive Plumbing Solutions or any of our suppliers shall be signed for on arrival. The signature indicates that the goods have been delivered as per the delivery note. Any errors should be noted and signed for on the delivery note by both the driver and customer.
6.2. Customers should check the delivery and report any faults within 48 hours of delivery to us by phone, email or writing (a letter stamped by Royal Mail within this 48 hour timeframe complies with this policy). Claims for damaged or missing goods after this time will not be honoured. This policy is in place to allow us to comply with our supplier’s terms and conditions and it does not affect your statutory rights.
7. Chargeable extras
7.1. When we give a quotation for work it assumes that all the information we are given by the customer is correct. If, for example, we are asked to tile a concrete sub-floor, which then turns out to be a suspended chipboard floor, the customer must bear the additional reasonable cost to make the subfloor good. Homeowners who are unsure of certain facts are advised to say so during the quotation appointment.
7.2. Airlocks can sometimes occur on low-pressure plumbing systems when the system is drained down. Air enters the pipe and on re-filling the system a high point on a horizontal run of pipe traps that air. The root cause is poor installation of pipework and as such we cannot be responsible for this, although we will fix the issue at additional cost.
7.3. A well-maintained central heating system makes them easy to work on. A poorly maintained system causes lots of issues when maintenance work is required. All customers will be asked when they last had their heating system serviced. If, on starting the work, there is no service record, a revised quote for the work may be given.
8. Waste and waste removal
8.1. Proactive Plumbing Solutions is not responsible for removing waste from site unless a waste removal charge has been paid.
8.2. Any price quoted for removal of waste does not include the removal of any hazardous waste materials such as asbestos found when carrying out the works. Removal of hazardous waste will be carried out by professional and authorised business. Whilst we can assist you to find such a business, Proactive Plumbing Solutions is not responsible for hazardous waste removal or any delays to the schedule.
9. Title of goods
9.1. Goods remain the property of Proactive Plumbing Solutions until full payment has been received in respect of the relevant invoices.
9.2. All material and copper prices are correct at date of quotation. These may vary at any time without prior notice in accordance with suppliers pricing.
10. Declaration
10.1. It is the responsibility of the client to ensure that all children and pets are away from the areas in which the work is to take place for health and safety reasons.
10.2. If the proposed works are being carried out in a leasehold property it is the sole responsibility of the client to ensure that all necessary permissions’ have been obtained in writing from the landlords/managing agents. We accept no responsibility whatsoever for any works carried out without the necessary permissions. We can provide details of the proposed works if so required at possible additional cost.
10.3. Acceptance of this quotation/estimate/invoice binds you also to have read and accepted these terms & conditions.
