Terms & Conditions

1. Application of These Terms and Conditions

We are quoting on the assumption that You are a “Consumer” as defined in Clause 3 below. You may only accept the quotation if You are a Consumer. If You are not, the contract will not be valid. In that case, please let Us know and We will try to provide a contract for You as a non-Consumer.

These Terms and Conditions apply to the purchase, as a Consumer, by the person named in the agreement, order or call-out booking (“You”) of plumbing, heating, gas-engineering, drainage and related services (the “Services”), together with any parts, components, appliances, fittings or materials that We supply or fit in the course of providing those Services (the “Goods”), from Gastech 24/7 Plumbing & Heating Services, whose registered address is at 20 Southlands Grove, Riddlesden, Keighley, West Yorkshire BD20 5HA (“Us / We / Our”), or such other address from which the firm may trade from time to time. No other terms and conditions will apply unless We and You agree in writing that they will apply.

The primary subject of Our contract with You is the provision of Services at Your premises. Any Goods that We supply or fit are incidental to and form part of those Services. References in these Terms and Conditions to “the Goods” should be read as including the Services unless the context clearly indicates otherwise.

2. Information

We are required by the Regulations (as defined in Clause 3) to ensure that certain information is given or made available to You as a Consumer before We make our contract with You (i.e. before You accept the agreement or order), except where that information is already apparent from the context of the transaction.

We have either included that information in the booking correspondence or in these Terms and Conditions for You to see now, or We will ensure that We have made it available to You before You accept the quotation. All of that required information and any other information We give You about the Goods or Ourselves which You take into account when deciding to accept the agreement or when making any other decision about the Goods will, as required by the Regulations, be part of the terms of Our contract with You as a Consumer.

3. Interpretation

A “Consumer” means a consumer as defined in the Consumer Rights Act 2015 — an individual who agrees to purchase and receives the Services and Goods for their personal use and for purposes wholly or mainly outside the purposes of any Business.

“Services” means any plumbing, heating, gas-engineering, drainage, boiler repair, boiler installation, boiler service, leak detection, drain unblocking, radiator repair, power flushing, hot water repair, bathroom plumbing, Landlord Gas Safety (CP12) inspection or related work that We carry out for You at Your premises.

“Goods” means any parts, components, appliances, fittings or materials that We supply or fit in the course of providing the Services.

“Booking” means a request You make for Us to provide Services, whether by telephone, by submitting a quote-request form on Our website, by email, by reply to a text or messaging app, or in person to one of Our engineers.

A “Business” means any business, trade, craft or profession carried on by You or any other person or organisation. The “Regulations” means The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. A “business day” means any day other than a Saturday, Sunday or bank holiday in England and Wales. The headings in these Terms and Conditions are for convenience only and will not affect their interpretation. Words signifying the singular include the plural and vice versa.

4. Cancellation Under the Regulations

If the contract We make with You is not made on Our premises, the Regulations give You the right to cancel the contract for the Goods as follows, and You will have that right in addition to the rights You have under the law and these Terms and Conditions.

The right to cancel given by the Regulations is a right to cancel the Goods, without reason, until the end of the 14 day period from when You come into possession of the Goods, but that period will be extended by the Regulations in certain circumstances set out in the Regulations.

If You cancel under the Regulations, You must confirm this to Us in any way convenient to You. If You have already made any payment(s) to Us for the Goods or their delivery, We will refund the payment(s) to You as required by the Regulations, minus any deductions.

These cancellation rights will be affected if You request provision of services to begin during the cancellation period. You shall pay Us an amount which is in proportion to what has been performed until You have communicated to Us Your cancellation from this contract, in comparison with the full coverage of this contract.

These cancellation rights do not apply where the value of the order is below £42.00, where Goods are made to Your specification or are clearly personalised, or where You have requested Us to carry out urgent repairs or maintenance — including, but not limited to, emergency plumbing, leak pipe repairs, blocked drain clearance, no-heat call-outs, no-hot-water call-outs and gas leak responses.

5. Goods, Services and Booking

The Services and Goods are described in the quotation, the Customer Work Agreement / Order Form or in any other booking correspondence We send You. Any description given or applied has been given by way of identification only and the use of such description shall not constitute a sale by description.

How You book Our Services: You can make a Booking by calling Us on 07598 088229, by submitting a quote-request form on Our website, by email at info@emergencyplumbers247.uk, or in person to one of Our engineers. After You make a Booking, We will either:

• For emergency or urgent call-outs (such as leak pipes, no heat, no hot water, gas leaks or blocked drains): dispatch an engineer to attend Your premises, diagnose the issue on site and provide a fixed-price quotation before any chargeable repair work commences. You may accept that quote on site (see Clause 7).
• For scheduled or installation work (such as new boilers, bathroom refits, power flushing or CP12 inspections): provide a written quotation in advance, either following a site survey or based on the information You give Us at the point of Booking.

All of the following information will, as required by the Regulations, be part of the terms of Our contract with You as a Consumer: the information that the Regulations require Us to give to You; and any other information We give You about the Services, Goods or Us which You take into account when deciding to accept the agreement or when making any other decision (i.e. the information given during the Booking, set out in the agreement or order form, or otherwise made available to You). Any change to any such information shall only be effective if We and You agree it.

6. Price

The price (“Price”) of the Goods shall be as set out in the “estimated cost of work” field on the Customer Work Agreement / Order form. Prior to inspection, all prices are subject to site survey.

If the cost of the Goods to Us increases due to any factor beyond Our control — including but not limited to material costs, labour costs, alteration of exchange rates or duties, or changes to delivery rates — We reserve the right to increase the Price. In this case We will re-issue an up-to-date quotation with the revised Price. That increased Price will apply if You agree it by accepting the quotation while the quotation is still valid for acceptance (see Clause 7 for validity).

The Price is inclusive of fees for transportation and attendance. The Price is exclusive of any applicable VAT and other taxes or levies which are imposed or charged by any competent authority.

7. Quotation and Formation of Contract

Any enquiry, order or other communication from You will not be a contractual offer to purchase the Goods. The quotation is not an acceptance by Us of any such enquiry, order or other communication from You. The quotation is Our contractual offer to sell the Goods to You which You may accept as follows.

Your acceptance of the quotation will be Your confirmation that You are a Consumer. You may not accept the quotation if You are not a Consumer.

You may accept the quotation in any of the following ways:

• by signing the Customer Work Agreement / Order Form;
• by confirming acceptance in writing (including by email, SMS or messaging app reply);
• by instructing Our engineer verbally on site to proceed with the work; or
• by conduct, such as allowing the work to commence after a price has been agreed.

When You accept the quotation while it is still valid, there will then be a legally binding contract between You and Us for the supply of the Services and any related Goods on these Terms and Conditions.

Quotation validity. Quotations for emergency call-out work are valid for the duration of Our engineer's attendance at Your premises, unless a longer period is expressly agreed. Quotations for non-emergency, scheduled or installation work are valid for a period of 7 days from the date shown in the quotation, unless a different validity is stated on the quote itself or We expressly withdraw the quotation before then. We cannot withdraw the quotation if You accepted it when it was still valid. You may withdraw any enquiry or Booking at any time before You accept the valid quotation.

8. Payment

Payment for the Services and any related Goods is due on completion of the work at Your premises, unless We and You have agreed alternative terms in advance (for example, a deposit before installation with the balance due on completion, or agreed credit terms for account customers).

On-site payment. Payment is normally taken on site by Our engineer at the time the Services are completed. Acceptable payment methods are debit card, credit card, bank transfer (BACS) or cash. The engineer will provide a card terminal or bank-transfer details on request.

Invoiced work. Where We invoice You rather than taking payment on site (for example, for larger installation work or for account customers), You shall pay the Price on the date of Our invoice, which is due immediately on delivery of the invoice unless agreed credit terms apply. You must make payment where We have properly invoiced You even though ownership of any Goods supplied does not pass to You until You have made full payment, as set out in Clause 11.

Deposits. For larger installation work (such as new boilers, bathroom refits or full system upgrades) We may ask for a deposit before the work commences. Deposit amounts and balance-payment milestones will be set out in the quotation.

We will issue a receipt for payment by email on request. All payments must be made in pounds sterling unless otherwise agreed in writing between Us and You.

Payments by bank transfer should be made to Gastech 24/7 Plumbing & Heating Services at the account details We provide in writing at the time of invoicing. If You are an account customer, payment is due 30 days after completion of the Services unless You have agreed alternative terms.

9. Non-Payment by You

If You fail to make payment in accordance with the payment terms applicable to Your agreement, We may instruct a Debt Collection Agency, a Solicitor or other third party to collect the debt. Should We do so, You will be responsible for all costs incurred by Us as a result of Your non-payment. This will include all solicitor's costs incurred on an indemnity basis and any disbursements We may have to pay to collect the debt.

10. Delivery and Attendance

We will attend Your premises to carry out the Services on the date and at the time agreed at the point of Booking or set out in the quotation, or as soon after that as We are reasonably able.

Emergency response times. For emergency call-out work, We use reasonable endeavours to attend within the response window indicated when You made Your Booking (typically 60 to 90 minutes for emergency calls during normal hours, with longer response times possible during evenings, weekends, bank holidays or periods of high demand). Response times are estimates only and We shall not be liable for any delay caused by circumstances outside Our reasonable control.

In any event, We will ensure that We attend and complete the Services within no more than 30 days after the date of Your acceptance of the quotation, unless a longer period is expressly agreed (for example, scheduled installations or work requiring lead-time on parts).

Access to Your premises. Attendance will be at the address You provided when You made the Booking or at another location agreed in writing. You are responsible for ensuring that We have safe and reasonable access to the work area at the agreed time. If We are unable to gain access to the premises at the agreed time through no fault of Our own, or if circumstances at the premises mean the Services cannot reasonably be completed during the attendance, We may make an additional charge for the wasted visit or for any rescheduled attendance.

Subject to the terms of any special delivery or emergency call-out service, attendance may take place at any time of the day or night.

11. Risk and Ownership

Risk of damage to or loss of any Goods that We supply and fit in the course of the Services shall pass to You when those Goods are installed at Your premises.

Legal and beneficial ownership in the Goods will not pass to You until We have received, in cash or cleared funds, payment in full of the Price. Until ownership has passed to You, We reserve the right to enter Your premises (subject to giving reasonable notice and to applicable laws) and remove or repossess any Goods in which We retain legal and beneficial ownership if We do not receive full payment in accordance with Clause 8.

For Services already performed (labour), payment is owed regardless of any ownership question over the Goods supplied. The retention of ownership over fitted Goods does not relieve You of the obligation to pay for the Services.

12. Liability and Consumer Rights

Mutual limitation on liability. Neither party will be liable for breach-of-contract damages that are remote or speculative, or that the breaching party could not reasonably have foreseen upon entry into this agreement.

We provide the Goods to You only for Your personal and private use and purposes. We make no warranty or representation that products, or other goods or materials that We provide to You, are fit for commercial, business, industrial, trade, craft or professional purposes of any kind (including resale). We will not be liable to You for any loss of profit, loss of business, interruption to business or for any loss of business opportunity.

Nothing in these Terms and Conditions is intended to or will exclude or limit Our liability for death or personal injury caused by Our negligence (including that of Our employees, agents or subcontractors), or for fraud or fraudulent misrepresentation.

Furthermore, if You are a Consumer as defined by the Consumer Rights Act 2015, or a consumer for the purposes of any other consumer protection legislation, nothing in these Terms and Conditions is intended to or will exclude, limit, prejudice or otherwise affect any of Our duties or obligations to You, or Your rights or remedies, or Our liability to You under the Consumer Rights Act 2015, the Regulations, the Consumer Protection Act 1987, or any other consumer protection legislation, as that legislation is amended from time to time. This includes, without limitation, Your rights and remedies under all such legislation for any breach of any term of the contract (whether the term is part of these Terms and Conditions or is a term implied by any such legislation) and for any non-conformity of the Goods with the contract.

For more details of Your legal rights, please refer to Your local Citizens Advice Bureau or Trading Standards Office.

13. Data Protection

All personal information that We may use will be collected, processed and held in accordance with the provisions of the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, and Your rights under those laws. For complete details of Our collection, processing, storage and retention of personal data — including, but not limited to, the purpose(s) for which personal data is used, the legal basis or bases for using it, details of Your rights and how to exercise them, and personal data sharing (where applicable) — please refer to Our Privacy Policy, available at https://emergencyplumbers247.uk/privacy-policy.

14. Communications

All notices under these Terms and Conditions shall be in writing and signed by, or on behalf of, the party giving notice (or a duly authorised officer of that party). Notices shall be deemed to have been duly given: (a) when delivered, if delivered by courier or other messenger during the normal business hours of the recipient; (b) when sent, if transmitted by email and a successful transmission report or return receipt is generated; or (c) on the fifth business day following mailing, if mailed by national ordinary mail. All notices under these Terms and Conditions shall be addressed to the most recent postal address or email address notified to the other party.

15. Force Majeure

Neither We nor You (“first party”) will be liable to the other for any failure or delay in performing any obligations under the contract where the failure or delay is due to a cause beyond the first party's reasonable control (“Force Majeure”). In that case, the failure or delay will not be a failure or delay contrary to these Terms and Conditions or other terms of the contract.

16. No Waiver

No failure or delay by Us or You in exercising any rights under these Terms and Conditions means that We or You have waived that right, and no waiver by Us or You of a breach of any provision of these Terms and Conditions means that We or You will waive any subsequent breach of the same or any other provision.

17. Severance

If any provision of these Terms and Conditions is held by any competent authority to be invalid or unenforceable in whole or in part, the validity of the other provisions of these Terms and Conditions and the remainder of the provision in question shall not be affected.

18. Complaints

Whilst We use all reasonable endeavours to ensure that You are satisfied with the Goods and Your dealings with Us, We want to hear from You if You have any complaint about the Goods or any other complaint about Us or any of Our staff. All complaints are taken seriously, and We will deal with Your enquiry as quickly as possible.

In the first instance, please contact Us by calling 07598 088229 or by email at info@emergencyplumbers247.uk. Alternatively, write to us at 20 Southlands Grove, Riddlesden, Keighley, West Yorkshire BD20 5HA.

Our policy is to provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint, to ensure all complaints are investigated fairly and in a timely manner, to ensure that complaints are wherever possible resolved and that relationships are repaired, and to gather information which helps Us improve what We do.

19. Law and Jurisdiction

These Terms and Conditions, the Contract, and the relationship between You and Us (whether contractual or otherwise) shall be governed by, and construed in accordance with, the law of England and Wales, Northern Ireland and Scotland. As a Consumer, You will benefit from any mandatory provisions of the law in Your country of residence. Nothing in this clause takes away or reduces Your rights as a Consumer to rely on those provisions.

Any dispute, controversy, proceedings or claim between You and Us relating to these Terms and Conditions, the Contract, or the relationship between You and Us (whether contractual or otherwise) shall be subject to the jurisdiction of the courts of England, Wales, Scotland or Northern Ireland, as determined by Your residency.

20. Recorded Calls

Calls may be recorded for quality control and training purposes.

21. Diagnostics

We will charge for diagnostic work. Where We attend Your premises to diagnose a fault, the diagnostic fee is payable whether or not You choose to proceed with the repair. The fee, where applicable, will be disclosed at the time of booking.

22. Guarantees

Standard guarantees for the majority of Goods supplied are the manufacturer's standard guarantees. Please contact Us for more information.

Any services provided usually have a 12-month labour guarantee; this may, from time to time, be removed or reduced, which will be documented on Our work report. This does not affect Your rights under the Consumer Rights Act 2015.

In the unlikely event that there is a problem with the work We have carried out within the 12-month labour guarantee period, We will seek to rectify those problems.

23. Exclusions from Guarantee

This guarantee does not apply in the following cases:

• Any issues arising from materials supplied by the customer for Us to install or replace are generally not covered under Our 12-month labour guarantee.
• If the work or parts have been accidentally or deliberately damaged, modified or tampered with after completion.
• If the manufacturer's guidelines for use or maintenance have not been followed (for example, failure to bleed radiators, failure to top up boiler pressure when prompted, or operating the system outside its design parameters).
• For specific services that inherently cannot be guaranteed, including but not limited to:
  • Drain or toilet unblocking
  • Central heating system flushing
  • Boiler repressurising
  • Diagnostic-only attendance where no remedial work is instructed
  • Frost damage repairs where the property has been left unheated or unattended
• Where the work completed is a temporary or short-term solution (for example, an emergency pipe clamp or isolation), and further repairs or permanent solutions are recommended.
• Where the failure is caused by issues outside the scope of the work We carried out — for example, a separate fault on another part of the system, water-quality issues, mains pressure changes, or third-party interference.

24. Time Limits

Any time or date quoted by Us for delivery of the Goods as mentioned in Clause 10, or for performance of any services, is an estimate only. We will do Our utmost to ensure that any quoted time and date is met, and We shall not be liable for any failure to meet such estimate nor for any loss, whether financial or otherwise. For emergency call-outs, We will use reasonable endeavours to respond within the timeframe indicated at the time of booking.

25. Termination and Suspension

We shall be entitled, in Our absolute discretion and upon giving to You written notice of Our intention, to terminate the contract if We in good faith have doubts as to the solvency of You.