Terms & Conditions
Draft for approval. These terms have been prepared as a starting point and have not yet been approved by Highland Plumbing & Heating Ltd. The commercial points marked below need to be set by the company before this page is relied on. They are not legal advice and have not been reviewed by a solicitor.
1. Who you are contracting with
Work is carried out by Highland Plumbing & Heating Ltd, a private limited company registered in England and Wales, company number 11042505, registered office 24 Court Farm Close, Netheravon, Salisbury, Wiltshire, SP4 9QX. In these terms, “we” and “us” mean that company, and “you” means the customer.
2. Quotations and estimates
A quotation is a fixed price for the work described in it. An estimate is our best assessment of a likely cost and may change once the work is opened up. We will always make clear which one you have been given.
Unless we state otherwise in writing, a quotation is valid for 30 days. It covers only the work set out in it. Work that could not reasonably have been foreseen — pipework buried in a wall, an unexpected failure elsewhere in the system, asbestos — will be raised with you and priced before we carry it out.
3. Your right to cancel
Where you are a consumer and we agreed the work somewhere other than our own premises, which is normally the case when we visit your home, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days from the day the contract is made to cancel without giving a reason.
If you ask us in writing to begin work during those 14 days and then cancel, you remain liable for the value of the work done up to the point of cancellation. If the work is finished within those 14 days at your express written request, the right to cancel is lost.
To cancel, tell us by telephone or email using the contact details on the home page.
4. Access, services and the site
So that we can work safely and efficiently, you agree to provide reasonable access to the property at the agreed times, somewhere to park within a sensible distance, and access to mains water and electricity. Please clear the working area of furniture and belongings beforehand. We take care, but we cannot accept responsibility for items left in the way.
Where the property is tenanted, listed, or part of a leasehold where consent is needed, obtaining any necessary permission is your responsibility.
5. Payment
To be set by the company: deposit or materials payment required, payment terms in days, and any late payment interest. Statutory late payment interest on a commercial debt is 8% above the Bank of England base rate under the Late Payment of Commercial Debts (Interest) Act 1998; that Act does not apply to consumer contracts.
Invoices are payable by bank transfer. Title in any materials supplied remains with us until the invoice covering them is paid in full. Risk in those materials passes to you on delivery to the property.
6. Workmanship and guarantees
To be set by the company: the length of the workmanship guarantee.
We will carry out the work with reasonable care and skill, using materials of satisfactory quality, as required by the Consumer Rights Act 2015. That statutory protection applies whatever this page says, and nothing here limits it.
Manufactured goods such as boilers, cylinders, pumps and controls carry the manufacturer’s own warranty. We will register that warranty in your name where registration is required, and pass the paperwork to you. A manufacturer’s warranty normally depends on the appliance being serviced annually; if it is not, the warranty may be lost, and that is outside our control.
Our guarantee covers our workmanship. It does not cover fair wear and tear, damage caused by someone else working on the system afterwards, frost damage to an unheated property, limescale in an untreated hard water system, or a fault in a part you supplied yourself.
7. Liability
We maintain public liability insurance. We are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or failing to use reasonable care and skill.
We do not exclude or limit our liability in any way where it would be unlawful to do so. That includes liability for death or personal injury caused by our negligence, for fraud, and for breach of your statutory rights as a consumer.
We are not liable for business losses. Where you use our services for any commercial purpose, we have no liability for loss of profit, loss of business or loss of contracts.
8. Complaints
If something is not right, tell us as soon as you can and we will come back and look at it. Most things are settled with a phone call. If we cannot resolve it between us, you may be able to take the matter to an alternative dispute resolution scheme, or to the courts.
9. Governing law
These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland, you may also bring proceedings in your own country.