Terms & Conditions of Service — Dorset Plumbing Ltd
These terms and conditions govern all work carried out by Dorset Plumbing Ltd. By instructing us to proceed with any work, you confirm your acceptance of these terms. Please read them carefully before your appointment.
Gas Safe Registered No. 943146 · Company Reg. 14237190 · VAT No. 429486262 · 01202 668822
1. Definitions
In these Terms and Conditions, “we”, “us” and “the Contractor” refer to Dorset Plumbing Ltd. “You” and “the Client” refer to the person, company or organisation engaging our services. “Services” means all works, inspections, installations and repairs carried out by us. “Agreement” means any written estimate, quote or work authorisation issued by us and accepted by you.
2. General
All estimates, work authorisations and instructions given by either party are governed by these terms. They supersede any other terms and conditions unless expressly agreed otherwise in writing by a director of Dorset Plumbing Ltd.
All prices include parts supplied by us. We do not fit parts supplied by the client unless agreed in writing prior to works commencing. No modification to these terms shall be effective unless made by express written agreement between the parties.
3. Access, Preparation & Site Readiness
To allow us to carry out works safely and efficiently, you are responsible for ensuring the property is ready before our engineer arrives. This includes:
Clear the working area — Worktops, shelves and any items stored around or on top of the boiler, cylinder, plant or appliance being worked on must be cleared before our engineer arrives.
Empty cupboards and storage areas — Under-sink cabinets and any other storage the engineer will need access to must be emptied in advance. This is the client’s responsibility, not the engineer’s.
Ensure isolation points are accessible — The stopcock, gas meter, electrical consumer unit and any other shut-off points must be accessible and operational before we arrive.
Remove obstructions — Any furniture, flooring or personal belongings that may obstruct the works should be moved before our visit. We do not move personal possessions as part of our service.
Utilities must be available — A clean water supply and mains electricity must be available throughout the works.
Please note: Failure to have the property suitably prepared may result in additional time being charged at our standard hourly rate, or the job being rescheduled — including on emergency call-outs. On emergency visits, preparation time may be limited, but the expectation for site readiness remains the same.
4. Kickboards, Panels, Casings & Structural Restrictions
Where access to pipework, cables or appliances requires the removal of kickboards, bath panels, boxing, ceiling tiles, plasterboard or any other fixed or semi-fixed structure, the following applies:
►We will take all reasonable care when removing such items, but we cannot accept liability for damage to materials that are already cracked, split, brittle, weakened or deteriorated prior to our visit.
►Older or previously damaged panels and kickboards may not withstand removal and refitting. We will advise you where we believe this to be the case, but any damage arising from pre-existing weakness is not our responsibility.
►Where a kickboard, panel or casing cannot be refitted to its original condition due to pre-existing damage, replacement or repair is not included in our quoted price unless specifically stated.
►We do not carry out plastering, tiling, carpentry, redecorating or any making-good of structural finishes as part of our standard service. Where access requires cutting into walls, floors or ceilings, reinstatement is the client’s responsibility unless separately agreed in writing.
5. Mess, Dust & Working Conditions
Certain plumbing, heating and installation works will inevitably generate some degree of mess, dust, debris or disruption. This is a normal and unavoidable part of the job. Please be aware of the following:
►Drilling, cutting and pipework can produce dust and debris. We recommend removing or covering any items of value in the immediate working area before our engineer arrives.
►Our engineers use dust sheets where practical, but these cannot guarantee complete protection against all dust, debris or drips.
►Water may need to be turned off to part or all of the property during the works. We will advise you where possible.
►Floorboards or access panels lifted during works will be replaced, but we do not guarantee an invisible finish, particularly on older or previously damaged flooring.
►Minor marks or scuffs that occur as a result of accessing tight spaces will be minimised where possible, but cannot always be entirely avoided. We are not liable for minor cosmetic marks of this nature.
If you have concerns about any particularly delicate surfaces, fixtures or belongings near the working area, please make our engineer aware at the start of the visit.
6. Estimates & Fixed Quotes
6.1 — Estimates are not fixed-price quotations. They are based on information available at the time of issue and represent our best assessment of likely costs. Final charges will reflect the actual time, materials and circumstances of the job.
6.2 — Fixed quotes are binding only where confirmed in writing as a fixed price. All estimates expire 14 days from the date of issue. We reserve the right to adjust prices where material costs have increased since the estimate was given, unless a deposit has been paid to secure parts.
6.3 — If unforeseen additional works become necessary once a job has started, our engineer will make every effort to contact you before proceeding. Where you are unreachable and stopping would cause significant disruption or risk, we will proceed on a reasonable basis and advise you of any additional cost as soon as possible.
6.4 — Any delays caused by the site not being ready, access issues or incomplete preparation may result in additional charges at our standard hourly rate.
6.5 — Boiler installation estimates are based on a standard like-for-like replacement. Removal of cold water storage tanks, header tanks or other redundant components is not included unless specifically stated. Existing condense pipework will only be replaced where the previous boiler was non-condensing.
6.6 — Gas safety inspections: it is the client’s responsibility to notify us of the number of gas appliances at the property, confirm whether a carbon monoxide alarm is fitted, and ensure any boxing around flues is removed prior to our visit. Errors on certificates must be reported within 30 days of issue.
7. Pricing & Payment
7.1 — All prices are exclusive of VAT unless otherwise stated. VAT at the prevailing rate will be added to all invoices.
7.2 — Where work is carried out on a day-rate basis, you agree to pay our standard labour rate as published on our website, plus the cost of any materials, parking, congestion charges or other reasonable expenses incurred.
7.3 — Payment is due in full on the day of completion unless you are an approved account customer. We reserve the right to require payment by card on the day.
7.4 — Late payment (more than 7 days after invoice date) will attract an administration charge of £25.00 + VAT. Interest will accrue at 4% above the NatWest base rate from the due date until full payment is received.
7.5 — Any discount applied to a quotation is conditional on payment being received on the day of completion. Account customers who allow any invoice to become overdue may have their account terms revoked immediately.
7.6 — We are not liable for parking fines incurred while working at your property. It is your responsibility to ensure our engineer can park legally within a reasonable distance of the work address.
8. Cancellation & Missed Appointments
8.1 — We require a minimum of 24 hours’ notice to cancel or rearrange an appointment. Notice given in less than 24 hours may result in a cancellation charge equivalent to the time allocated for the job at our standard day rate.
8.2 — Where parts have been ordered or collected specifically for your job, the full cost of those parts will be charged in addition to any labour cancellation charge, regardless of notice given.
8.3 — For jobs valued over £1,000: once a start date has been agreed and confirmed, cancellation by the client will incur a charge to cover all losses, costs and materials already incurred by us, including time allocated to the job that cannot be recovered.
9. Guarantee & Warranty
9.1 — All labour carried out by us is guaranteed for 12 months from the date of completion, subject to the conditions below. Manufacturer warranties on parts and equipment are separate and subject to the relevant manufacturer’s terms.
9.2 — The guarantee is void if:
►The work has been subject to misuse, negligence or interference.
►The work has been modified, repaired or tampered with by anyone other than a Dorset Plumbing engineer.
►Full payment has not been received.
9.3 — If you are not satisfied with the works, you must notify us in writing within 6 months of completion and allow us to inspect and carry out any necessary remedial action before engaging any third party. Failure to notify us forfeits any claim.
9.4 — No guarantee is offered for: powerflushes, drain and waste clearances, tap washer replacements, temporary repairs, or any work on installations over 10 years old or of below-standard quality.
9.5 — Silicone, mastic and sealant work carries no long-term warranty. Any deterioration or cracking should be reported and addressed promptly to prevent water ingress.
9.6 — We do not guarantee work on boiler repairs or services beyond the specific parts replaced. When servicing or shutting a boiler down, pre-existing components can occasionally fail during the process; we are not responsible for unrelated failures of this nature.
9.7 — We accept no liability for circulation issues in 6mm or 8mm pipework following a system drain-down. Rectification works will be charged at the current hourly rate.
9.8 — Where a system is converted from low pressure to high pressure, the client accepts the risk that existing pipework, fittings, cartridges or ballvalves may require upgrading at additional cost.
9.9 — Power flushes are guaranteed for 12 months against chemical degradation only. We offer no guarantee against rebalancing requirements after the first 30 days, and cannot guarantee a power flush will clear all blockages.
10. Limitation of Liability
10.1 — We will carry out all services with reasonable care and skill.
10.2 — Our total liability for any claim arising from our services is limited to the total fees paid to us for the specific works giving rise to that claim.
10.3 — We are not liable for: loss of profit or revenue; indirect or consequential loss; losses arising from events beyond our reasonable control; losses resulting from your failure to follow our recommendations; or losses arising from pre-existing defects in your property, fixtures or fittings.
10.4 — We are not liable for any existing pipework, fittings or structures that we connect to or work around, including: roof flashings when replacing a boiler flue; pipe connections to newly fitted radiators; or tap connectors when replacing taps.
10.5 — Equipment and appliances are subject to their own manufacturer warranties. We are not liable for faults in products that were not apparent at the time of installation.
10.6 — Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence.
11. Pre-Existing Conditions
It is assumed that all existing pipework, wiring and structures at the property meet current standards and are suitable for the works being carried out. We are not an electrical contractor and no electrical upgrades are included in our quoted price unless specifically stated.
We will not be held responsible for any issues that arise as a result of pre-existing defects, substandard previous workmanship, or factors known to you but not disclosed to us prior to works commencing.
Further Terms
✓ Waste Removal — Unless agreed in writing, disposal of all waste materials is the client’s responsibility. Old appliances and packaging will be left on site unless we have agreed otherwise.
✓ Frozen & Blocked Pipes — We are not liable for fractures found in frozen pipework. We cannot guarantee clearance of blockages in frozen pipes or drains.
✓ Force Majeure — We are not liable for delays caused by circumstances beyond our reasonable control, including extreme weather, supply shortages or industrial action.
✓ Call Recording — All calls to and from Dorset Plumbing Ltd may be recorded for training and monitoring purposes.
✓ Governing Law — These terms are governed by English law. Any dispute shall be subject to the exclusive jurisdiction of the English courts.
Questions About Our Terms?
If you have any questions about these terms and conditions before booking, we’re happy to talk them through with you. We believe in being upfront about how we work — no small print surprises.
Call us on 01202 668822 or email info@dorsetplumbing.com.
Frequently Asked Questions
Yes. Clearing worktops and emptying any cupboards or storage areas the engineer will need access to is your responsibility. This applies to all jobs including emergency call-outs. If the area is not clear, we may need to charge for the additional time taken or, in some cases, rearrange the visit.
Where access requires removal of kickboards or panels, we take all reasonable care. However, if a board or panel is already cracked, split or weakened, we cannot be held responsible if it sustains further damage during removal. We will always advise you if we believe a panel is at risk before proceeding.
Yes, our engineers use dust sheets where practical. However, dust sheets cannot guarantee complete protection from all dust, debris or drips, particularly in confined spaces. We recommend removing or covering any particularly delicate or valuable items near the working area before we arrive.
Yes. All labour is guaranteed for 12 months from the date of completion, subject to our standard guarantee conditions. Parts and equipment are covered separately by the relevant manufacturer’s warranty. Full details are set out in Section 9 of these terms.