Terms & Conditions

1. Acceptance of Terms

By engaging our services, you agree to be bound by these Terms and Conditions. These Terms constitute a legally binding agreement between you ("the Client") and Guildford Emergency Plumbing ("we," "us," or "our"). If you do not agree with any part of these Terms, you should not use our services.

2. Emergency Service Definition

We define an "emergency" as a plumbing situation that poses an immediate risk to property, health, or safety, such as but not limited to:

• Burst or severely leaking pipes causing significant water loss
• Complete blockage of main drainage systems
• Boiler breakdowns resulting in no heating or hot water during cold weather
• Severe toilet malfunctions where no other sanitary facilities are available
• Major leaks that risk structural damage or electrical hazards

Our call operators determine whether your situation constitutes an emergency and prioritize responses accordingly.

3. Service Call-Outs

3.1 Response Times

While we aim to respond within 30 minutes for emergency call-outs within the Guildford area, response times may vary based on:

• Current demand and availability of technicians
• Weather conditions and traffic
• Your location within our service area
• The nature and severity of your emergency

Response time claims are average targets and not guaranteed for every situation.

3.2 Service Area

Our 30-minute response time applies to properties within a 10-mile radius of Guildford town center. Additional time and charges may apply for locations outside this area.

4. Pricing and Payment

4.1 Call-Out Charges

Our emergency call-out fee will be clearly communicated at the time of your call, which includes diagnostics and assessment. This fee applies even if you decide not to proceed with the recommended repairs. Prices may vary depending on the nature of the emergency, time of day, and location.

4.2 Repair Costs

Following assessment, our technician will provide you with a fixed quote for the necessary repairs. Work will only commence upon your approval of the quote. For complex jobs, we may provide an estimate rather than a fixed price, with the final cost determined upon completion.

4.3 Additional Charges

The following circumstances may incur additional charges:

• Call-outs during evening and overnight hours
• Call-outs on weekends and national holidays
• Parking fees or congestion charges (passed directly to the client)
• Special equipment rental if required for your specific situation

4.4 Payment Terms

Payment is due upon completion of work. We accept:

• Major credit and debit cards
• Cash
• Bank transfers (for regular clients only)

For jobs exceeding £500, we may require a 50% deposit before commencing work.

5. Workmanship Guarantee

We offer a 12-month guarantee on our workmanship. This guarantee covers any defects in our installation or repair work but does not cover:

• Parts and materials (these are covered by manufacturer warranties)
• Issues arising from normal wear and tear
• Damage caused by misuse, abuse, or further alterations
• Problems caused by factors outside our control (e.g., water pressure changes)

To claim under this guarantee, you must contact us immediately upon discovering the issue.

6. Parts and Materials

Parts and materials used in repairs are new and of suitable quality unless otherwise agreed in advance. While we carry common parts in our vehicles, specialized parts may need to be ordered, which could delay the completion of your repair.

Manufacturer warranties apply to parts and materials. We will provide relevant warranty information upon request.

7. Cancellation Policy

7.1 Client Cancellation

If you cancel after a technician has been dispatched but before they arrive, a cancellation fee may apply to cover travel time and expenses. This fee will be clearly communicated at the time of booking. Once work has begun, you will be charged for labor completed and any materials used if you decide to cancel.

7.2 Company Cancellation

We reserve the right to cancel or reschedule services in cases of extreme weather, staff illness, or unforeseen circumstances. We will endeavor to provide as much notice as possible and reschedule at your earliest convenience.

8. Client Responsibilities

As the client, you are responsible for:

• Providing accurate information about your emergency
• Ensuring safe access to your property and the affected areas
• Obtaining necessary permissions for work (e.g., from landlords)
• Clearing valuable or fragile items from the work area
• Informing our technicians of any known issues with your plumbing system

We cannot be held liable for delays or additional costs arising from failure to meet these responsibilities.

9. Liability Limitations

Our liability is limited to the cost of repairing or replacing damaged property directly caused by our negligence. We are not liable for:

• Indirect or consequential losses
• Pre-existing property conditions or issues
• Damage that was unavoidable in performing necessary emergency repairs
• Situations where complete repairs require additional specialized services

Our total liability shall not exceed £1,000,000, which is the limit of our public liability insurance.

10. Data Protection

We collect and process your personal information in accordance with the UK GDPR and our Privacy Policy. Personal data is used solely for providing our services, communicating with you, and meeting our legal obligations.

We do not sell or share your information with third parties for marketing purposes. You may request access to your personal information at any time.

11. Complaints Procedure

If you are dissatisfied with our service, please:

1. Contact our office on 01244 123 456 to discuss your concerns
2. If not resolved, submit a written complaint to [email protected]
3. We will acknowledge your complaint within 48 hours and aim to resolve it within 14 days

All complaints are taken seriously and used to improve our service quality.

12. Applicable Law

These Terms and Conditions are governed by English law. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

13. Amendments

We reserve the right to modify these Terms and Conditions at any time. Changes will be posted on our website with the date of modification. Your continued use of our services following any changes constitutes acceptance of those changes.

Contact Information

If you have any questions regarding these Terms and Conditions, please contact us:

Guildford Emergency Plumbing
A service provided by All Home Repairs 24/7
Guildford, Surrey
Phone: 01244 123 456
Email: [email protected]