Terms and Conditions

Welcome to Hemel Plumbing and Heating (“we”, “our”, or “us”). These Terms and Conditions (“Terms”) outline the rules, responsibilities, and expectations when using our website (https://hemelplumbingheating.co.uk/) or engaging our services. By continuing to browse our website or make use of our professional plumbing and heating services, you acknowledge that you have read, understood, and accepted all provisions listed in this document.

If you do not agree with any part of these Terms, please discontinue use of the website and our services immediately. These Terms apply to all visitors, users, and customers.

1. Our Services

Hemel Plumbing and Heating provides a comprehensive range of domestic and commercial plumbing and heating solutions throughout Hemel Hempstead and surrounding areas. We pride ourselves on delivering reliable, efficient, and high-quality workmanship using trusted methods and certified materials.

Our services include, but are not limited to:

  • New Boiler Installations (gas combi, system, and conventional)
  • Annual Boiler Servicing and Fault Diagnostics
  • Central Heating System Repairs and Upgrades
  • Radiator Installations and Power Flushing
  • Bathroom and Kitchen Plumbing
  • 24/7 Emergency Plumbing Repairs
  • Gas Cooker, Hob and Appliance Installations

All our services are delivered by qualified and insured engineers registered with Gas Safe where applicable. We follow industry standards and safety regulations to protect your home or premises during and after the work.

2. Booking and Scheduling

2.1 Appointment Booking

You can book our services via phone, email, or by using the contact form on our website. All appointments are subject to availability and are considered confirmed only when acknowledged in writing or verbally by our staff.

2.2 Site Preparation and Access

You must ensure our engineers have safe, unobstructed access to your property and the area where work is to be carried out. This includes clearing furniture, safeguarding valuables, and informing us of any access restrictions in advance.

2.3 Emergency and Priority Services

Emergency call-outs are handled as quickly as possible. While we strive to respond within a specified time, unforeseen delays may occur. Once dispatched, emergency visits are chargeable regardless of cancellation.

2.4 Delays and Rescheduling

We may need to reschedule appointments in the event of staff illness, poor weather conditions, supplier delays, or other reasonable factors. We will inform you promptly and work with you to reschedule at the earliest suitable time.

3. Estimates, Quotations, and Pricing

3.1 Estimates

We provide verbal or written estimates based on the information given at the time of enquiry. These are free of charge and without obligation, unless a detailed survey is requested.

3.2 Fixed Quotations

Once a full site inspection is carried out, we may issue a fixed quotation valid for 30 calendar days. This quotation will clearly outline the scope of work, materials required, expected duration, and total costs including VAT.

3.3 Scope Adjustments and Unforeseen Costs

In cases where additional work is required due to concealed faults, compliance issues, or changes requested by the client, we will pause work and provide an updated estimate for approval.

3.4 Deposits and Upfront Charges

For works above £500 or involving customised materials or equipment, a deposit may be required. The deposit amount and payment schedule will be clearly stated in writing.

4. Payments and Invoicing

4.1 Accepted Payment Methods

We accept payment by bank transfer, debit card, credit card, and cash. Full payment details will be included in your final invoice. Cheques are accepted only by prior arrangement.

4.2 Payment Terms

All payments are due immediately upon completion unless alternative terms are agreed upon prior to work commencing. Invoices are issued electronically unless paper copies are specifically requested.

4.3 Late or Non-Payment

Unpaid invoices beyond 7 days from the due date may incur interest at 4% above the Bank of England base rate. We reserve the right to withhold further services until full payment is received and may seek debt recovery or legal action if necessary.

4.4 Receipts and Records

You will receive a receipt upon full payment. Please retain this for your records, especially in case of warranty claims or complaints.

5. Cancellation and Refunds

5.1 Customer-Initiated Cancellations

We request a minimum of 24 hours’ notice for cancellations or rescheduling. Cancellations made within 24 hours of the scheduled appointment may result in a call-out charge or deduction from any prepaid deposit.

5.2 Company-Initiated Cancellations

If we must cancel due to unforeseen circumstances, we will notify you promptly. If we are unable to reschedule the appointment within 7 days, any prepaid amount will be refunded in full.

5.3 Refund Policy

Refunds are assessed on a case-by-case basis. If a customer is dissatisfied with completed work and a fault is confirmed to be ours, a partial or full refund may be granted. Refunds are not offered for faults caused by third-party interference or misuse.

5.4 Partially Completed Work

If a project is cancelled midway by the client, charges will apply for labour and materials used up to that point.

6. Workmanship Guarantee and Warranties

6.1 Labour Guarantee

All labour provided by Hemel Plumbing and Heating is guaranteed for a period of 12 months from the date of completion. This applies to work carried out by our staff only.

6.2 Product and Equipment Warranties

We use parts and appliances from reputable manufacturers. Each comes with its own warranty, ranging from 1 to 10 years, depending on the brand. These warranties are subject to registration and must be maintained in accordance with the manufacturer’s terms.

6.3 Maintenance and Validity Conditions

To retain warranty validity, customers must not modify or tamper with installed systems. Regular servicing of boilers and systems may be required.

6.4 Exclusions and Limitations

Guarantees do not cover wear and tear, accidental damage, flood damage, or alterations made by third parties without our consent.

7. Liability and Limitations

7.1 Service Responsibility

Our responsibility is limited to the delivery of agreed services and installation of components purchased through us. We accept no responsibility for systems or parts supplied by the client.

7.2 Limit of Indemnity

Our total liability is limited to the amount paid for the specific job. We shall not be liable for any loss of profit, opportunity, or business interruption arising from faults or delays.

7.3 Site Conditions and Hazards

We are not responsible for existing structural defects, pre-existing damage, or unsafe conditions. These will be flagged and may result in job cancellation until rectified.

8. Customer Duties and Expectations

To ensure smooth service delivery, customers are expected to:

  • Provide accurate, complete information regarding the job.
  • Make themselves available to grant property access.
  • Keep pets and children away from work areas.
  • Inform our staff of any security systems, codes, or hazards on-site.
  • Avoid interfering with tools, materials, or works in progress.

Failure to meet these expectations may result in delays or additional charges.

9. Use of Website

9.1 General Use

Our website serves as a platform to display our services, share contact details, and accept enquiries. We make efforts to ensure the content is accurate and updated, but we do not guarantee completeness.

9.2 Copyright and Restrictions

All website content, including logos, descriptions, and photographs, are protected by intellectual property laws. Use of any materials without permission is strictly prohibited.

9.3 Links and Affiliations

Third-party links may be provided for your convenience. We are not responsible for their content, security, or practices. Use such links at your own risk.

9.4 Website Interruptions

We may suspend access to our website temporarily or permanently for updates, maintenance, or due to technical issues.

10. Data Handling and Privacy

We are committed to protecting your personal data. Information collected during service enquiries or transactions is used solely for communication, service delivery, and record keeping.

For full details, please refer to our Privacy Policy. We comply with all data protection laws, including the UK GDPR and the Data Protection Act 2018.

11. Feedback and Complaints

11.1 Feedback Encouraged

We welcome feedback from all clients and use it to improve our services. Positive or constructive reviews can be submitted via our website, email, or independent platforms.

11.2 Complaint Resolution

If dissatisfied, please raise the matter with the engineer or contact our customer service team. Formal complaints can be submitted by email or post. We aim to respond within 48 hours and resolve issues within 14 business days.

11.3 Escalation Options

Unresolved complaints may be referred to a recognised trade body, Ombudsman, or legal representative depending on the nature and severity of the issue.

12. Force Majeure

We will not be liable for any failure to fulfil our obligations due to events beyond our control, such as fire, floods, severe weather, strikes, pandemics, governmental restrictions, or supply chain failures.

13. Amendments to Terms

We may update these Terms periodically to reflect changes in legislation, company practices, or services. Updates will be published on our website. We encourage you to review the Terms regularly.

14. Governing Law

These Terms shall be governed and interpreted in accordance with the laws of England and Wales. Any disputes shall be exclusively handled by the courts of England and Wales.

15. Contact Details

For further information, queries, or complaints related to these Terms, please contact us at:

Hemel Plumbing and Heating

49 St Paul’s road Hemel Hempstead, Hertfordshire Hp25dd United Kingdom

Thank you for choosing Hemel Plumbing and Heating. We look forward to serving your plumbing and heating needs.