Terms and Conditions for your Emergency Plumbing repair service
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our Terms and Conditions, we want to point out that 123Stays Limited is the data controller of
your personal data. Although our Privacy Notice does not form part of the contract between you and 123Stays Limited, we recommend that you read our Privacy Notice, to understand how we collect and use your personal data and your data protection rights. Please see our Privacy Notice at eplumber.co.uk/privacy
- Your agreement
These terms explain how we’ll carry out the work we’ve quoted you for, the terms of your agreement with us, how to cancel the work and how to make a complaint.
Please read them carefully.
Your quote
Emergency Plumbing repairs
Your quote is only valid while the engineer is in your home. If you choose not to accept the quote, you will only be charged for the initial 45-minute diagnostic and initial attempt to repair the fault (see section 4).
- The work
We’ll complete the work included in your quote with due skill and care, and in accordance with industry standards.
We’ll provide replacements with similar functionality, although these may not have the same features or be an identical make and model or type of fitting. For example, we may replace a specific design of tap with a standard one from our range, or replace electrical fittings with our nearest white, brass or chrome version. Or you can give the engineer a replacement part that you’ve bought yourself that we approve.
We’ll try and get parts from the original manufacturer or our approved suppliers. In the case of internet or Wi-Fi enabled boilers, appliances or parts, replacements will only be from the Hive range or other conventional (non-internet-connected) products.
We’ll not carry out the work if:
- Suitable parts are unavailable; or
- Your boiler, appliance or system is not included on our approved list
- The work is to install a gas appliance that isn’t a like-for-like gas cooker (we will certainly be able to disconnect all of your gas appliances though)
Who will do the work
Normally, we’ll send a local emergency plumber to carry out the work. In some cases, we may send a suitably qualified contractor instead.
When we’ll do the work we’ll start the work on the time and date we agree with you when you accept the quote. Unless we agree otherwise, work must begin within 90 days
of your acceptance of the quote and be done during our normal working hours (8am to 6pm Monday to Friday).
- What is not included
Unrelated faults
Your quote is only for the work we’ve already agreed with you. We’ll quote you separately or amend your existing fixed price quote to include other work needed for unrelated faults. This may happen if, for example:
- You’ve called us about a boiler breakdown but also ask us to fix a leaking radiator;
- You’ve called us about a problem with your fuse box but ask us to fix a faulty light fitting or
- You have called us regarding a leaking pipe but ask us to fix a blocked drain.
We’ll agree any additional costs with you and provide you with an updated or additional quote before starting work.
Additional necessary works
Unless specifically set out, the charges we quote you don’t include the following:
- Any non-standard repair parts including new boilers, new pipes, new taps etc.
- Any improvements needed for your heating, plumbing system or electrical installation, including a Powerflush, or any work needed to bring these up to current standards;
- Any work or repair to the fuse box’s mains supply;
- The cost of materials and labour needed to gain access to your system, such as pipes or wiring buried in walls or built-in appliances; or
- Lifting carpets or other floor coverings before we can start work, or replacing them once we’ve
finished.
- The charges quoted for plumbing and drains repair and cover don’t include initial repairs to
water supply pipes and cylinders.
You may decide to call a specialist contractor to do this work for you, or we might be able to do this for you at an extra cost which we’ll agree in advance.
- General Conditions
UK law
Your agreement is bound by the laws of whichever country the property included in your agreement is in – England and Wales, or Scotland.
Payment
The initial 45-minute visit has a minimum charge, even if the work is not completed. During this time, we will try to find and solve the problem. If we need more time to finish the work, we will give you a fixed price quote before we continue.
For work that takes more than 45 minutes:
- If we exceed the estimated time, you will only pay the fixed price that we quoted;
- If we complete the work faster than expected, you will only pay for the time taken.
12-month guarantee
We guarantee to repair or replace any faulty standard repair parts we’ve supplied, or fix any faulty work that we’ve done for twelve months from the date that we did the work. This doesn’t affect your statutory rights under the Consumer Rights Act 2015, if applicable, and any laws that replace it. If you want independent advice about your rights, you can speak to Citizens Advice or Trading Standards.
Reasonable timescales
We’ll give you our best time estimate for doing the work and we’ll do our best to keep to this, unless something beyond our control makes that impossible – in which case we’ll let you know as soon as possible and arrange a new time.
Getting into your home
Our emergency plumbers will only work in your home if there’s someone 18 years old or older there at all times. It’s your responsibility to give us access to your home. If we can’t get access, we won’t be able to complete the work and you’ll need to contact us to arrange another appointment.
Working in dangerous conditions
We won’t start or continue doing any work in your home if we believe there’s a health and safety risk, for example: hazardous chemicals, pest infestations, verbal or physical abuse, or harassment – and we won’t return to finish the work until that risk is gone. If the safety earthing arrangements in your home don’t meet the standards set out in the current institute of Electrical Engineers Regulations, we’ll tell you what work needs to be done to fix this and agree a cost with you. We may not be able to start the work we’ve quoted for until this work is completed – the engineer who visits you will make this decision. If any asbestos needs to be removed before we can work in your home, you’ll need to arrange and pay for someone else to remove it and give you a Certificate of Reoccupation which you’ll need to show us.
Permissions and consents
It’s your responsibility to get any permission needed for the work, as we don’t accept liability for unauthorised work, e.g. if you don’t own the property, you’ll need to get the owner’s permission first, or if the property is a listed building you may need planning permission. You’ll be responsible for any losses or costs to us if claims are made against us for work carried out without the proper permission.
Design or existing faults
We won’t be responsible for the cost of repairs, or gaining access to make repairs, if there are design faults (unless we’re responsible for the design faults). We also won’t be responsible for faults which existed before we gave you a quote, faults which we’ve told you about on a previous visit, or faults which we couldn’t reasonably have been expected to know about when we gave you the quote.
Other loss or damage
We’ll do our best to carry out the work without causing unnecessary damage to your property, but you accept that the work (including removing or dismantling any existing fixtures and fittings) may cause damage.
We’ll repair any damage we cause in getting access to your boiler, appliance or system by replacing items such as cabinets or cupboards that we’ve removed and by filling any holes we’ve made and leaving a level surface – but we won’t replace or restore the original surface or coverings, for example tiles, floor coverings, decoration, grass or plants. If the original surface or construction was damaged as a result of any prior fault with your system, for example, a water leak, we’ll not replace the original surface.
Water supply and pressure
We won’t be responsible for your central heating, plumbing or drainage system not working properly because you don’t have enough water supply, or the water pressure is variable.
- Specific Terms
5.1 Gas works
Adequate gas supply
You’ll need to make sure there’s an adequate gas supply coming through to your property before we start the work. We can put you in touch with a gas transporter if you need to arrange this.
Subsequent faults and damage
If your central heating system develops a fault after we’ve connected new equipment to it, we won’t accept liability for the cost of repairing or replacing parts. This is unless we’ve worked in a negligent way that caused the fault.
Appliance flues
Repairing or replacing flues isn’t included. We’ll agree an extra charge with you for replacing your flue or cleaning blocked flues before starting work.
Immersion heater
If we replace an existing hot water cylinder, we’ll try our best to reinstall your immersion heater if possible. If we can’t do this, we’ll agree an additional cost with you to supply and fit a replacement immersion heater.
5.2 Plumbing and drains works
You’ll need to make sure we have clear access to drains and manhole covers, and a supply of mains electricity and water. If this isn’t provided to us, you may be responsible for any extra costs to us for any additional work as a result.
5.3 Electrical works
Isolating your electricity supply
If our engineer needs to safely isolate your electricity supply when carrying out works at your property, you agree that our engineer (acting on behalf of 123Stays Limited for these purposes) may de-energise and re-energise your supply as required. Before we isolate your supply, you must:
(i) give reasonable, advance written notice of our intention to isolate your supply to any tenants or other third-party occupiers of the property. If requested by us, you agree to share a copy of such written notice with us; and
(ii) tell us about any vulnerable people living at the property who might be affected by us isolating your supply, for example, anyone with a medical condition that requires an uninterrupted electricity supply. You confirm that you will inform such occupants that their information will be shared with us as necessary. You must give any vulnerable occupants sufficient advance notice of our intention to isolate your supply to allow them to arrange additional support if needed. You also agree to provide adequate support to any vulnerable occupants while we carry out such works.
- Making a complaint
To make a complaint:
- Contact us at:
eplumber.co.uk/contact-us
- Call us on 01962 275083
- Or write to us at:
Services Customer Relations, Eplumber
The Mall, Winchester Road
SO53 2QD
We take any complaint seriously, and we’ll do our best to resolve the issue right away. If we need more time to investigate, we’ll let you know and keep you updated. If you’re not satisfied with our final response, or it’s been more than eight weeks since we received your complaint, you may be able to take it to the Utilities ADR scheme. For more information, visit CDRL.org.uk/utilities-ADR
- Cancelling your agreement
You have 14 days from the date you accept your quote to cancel. Or if we’ve ordered parts for the job, you have 14 days from the date they arrive. This is your “cooling-off” period. You can ask us to start before the cooling-off period ends, but if you then cancel after we’ve started, we’ll charge you for any work we’ve already done. If you no longer want the work to go ahead, please call us on 01962 275083.