Terms of Service

PLEASE READ THESE TERMS OF SERVICE CAREFULLY – BY USING THE SERVICES OF LEAKLESS PLUMBING AND HEATING LIMITED YOU ARE ENTERING INTO A CONTRACT WITH US AND AGREEING TO BE BOUND BY THE FOLLOWING TERMS AND CONDITIONS.

The terms ‘We’, ‘us’ and ‘our’ means Leakless Plumbing and Heating Limited. The terms ‘You’, ‘the client’, ‘the customer’, ‘your’ and “you” means the person who requested our services and enters into this contract.

Hourly rate and call-out services.

Order placing

Our contract with you, and your service order, is not legally binding until 6.00pm the day before our engineer is due to visit your premises, or 6.00pm on the Friday before a Monday visit. You may cancel your scheduled visit at any time up to this point without incurring any charges. Cancellations made after this time may incur an administrative charge of £50.00. If we are unable to fulfil your service visit we shall not be liable for any costs associated with our inability to fulfil your service visit.

Service charges

We accept card payments by Visa, Visa Debit, Mastercard, Maestro. All prices shown on this site are in GB pounds and exclude VAT unless otherwise stated. Hourly rate charges are billed with a minimum charge of one hour. All prices exclude parts / materials, waste disposal, congestion & parking charges (unless a parking permit for the duration of the visit is provided).

In order to secure a booking we may ask for your credit or debit card details. In the event of a chargeable cancellation or missed appointment your card will be charged £50.00 as stated above. We may also use your card details to collect any outstanding balance payable on a job.

The information contained within this site is checked for accuracy, however on occasions an error may occur. Leakless Plumbing and Heating Limited will not be liable for any errors to service descriptions or prices, however we will attempt to supply the service you require on a best endeavours basis.

Service slots

We allocate 2 hour time slots from Monday to Friday for your visit, weekends are by prior agreement, and these are supplied on a first come, first served basis. Your engineer or tradesperson can arrive any time between the start of your slot and the end of your slot.

Sometimes it may be necessary to re-schedule an appointment due to factors beyond our control. If it is necessary to do this, we will attempt telephone you to try to re-schedule another appointment as soon as reasonably possible at a mutually convenient time.

Appointments missed

If you are unable to keep a service appointment please contact us to re-book the appointment on 020 77 88 7732 as soon as possible. Cancellations made after 6.00pm the day before the appointment is due, or 6.00pm on the Friday before a Monday visit, may incur an administrative charge of £50.00. If you are out at the agreed appointment time we will charge you for one hours labour at the rate at time of booking.

Warranty

All of our services carry a three month warranty on parts and labour. If a problem recurs on a fault which we fixed or any fault occurs which directly relates to the work we carried out we will rectify the problem at our cost. If you ask us to visit you for a fault claiming to be covered by this warranty, which is subsequently found to be due to user error, user damage or because of something that you have done to cause the problem, we will levy a call out charge of £80.00 plus VAT.

Payments

For jobs where an hourly rate is applicable, the first hour’s payment will be pre-authorised using your credit or debit card, which will be charged within 5 days of completion of the job for the outstanding balance. Where we are undertaking work for which a quote has been accepted by you, we will usually ask for a deposit. The balance of the work is payable within 5 days of completion of the work. For visits to quote for a job, no charge will be levied until the visit is complete upon which time an administration charge of £10.00 will be applied to your account. If we receive your response within 14 days of us issuing you with the quote, whether you accept or decline, the £10.00 fee will be waived. Gas safety certificates, any other certificates or documents cannot be issued until payment is made in full.

Delivery charges

Where possible our engineers carry spare parts, however, it may not always be possible to carry the spare part required in order to effect a repair. In these cases, if the part is delivered and installed on the same day of the appointment, collection is charged at the hourly rate applicable to that service. If the part is collected and installed on a subsequent visit, an additional fixed £40.00 collection and delivery charge will be applied. The time taken to install the part will be charged as normal at the hourly rate at that time
Fixed rate and quotations

Contract

The final quote will be a written contract for the work to be completed at the price quoted and agreed by both you and us. Any agreement made verbally is not covered by the contract. The agreement is between Leakless Plumbing and Heating and the person whom requested the quotation from us.

Unless written permission has been given by the customer, Leakless Plumbing and Heating Limited will not enter into any dialogue, accept any requests or communicate in any way with anyone other than the customer.

The acceptance of the quote, electronically or by any other means signifies a full acceptance and commitment to be bound by these terms and conditions.

It is your responsibility to check all quotes carefully and have a full understanding of the works to be done. Please contact us with any questions before accepting any quotations.

Quoted work

The quotation from Leakless Plumbing and Heating Limited for the customer represents the requests made by the customer to us. The quotation is not a survey and therefore we will not be held liable for any task that is not included in the written quotation.

Electricity and water

The customer will be expected to provide electrical power, running water and toilet facilities where reasonably possible.

Existing walls and ceilings conditions

Unless quoted for, no provision is made for repair of plastering beneath papered walls or ceiling surfaces, as these are assumed plastering to be in good condition, and suitable to take treatment specified by us. The costs of the repairs and renewals of any defects which are not visible at the time of quotation will be chargeable.

Insurance

Irrespective of any insurance carried by Leakless Plumbing and Heating Limited, it is up to the customer to inform his/ her insurer that building works are to be carried out on the property and satisfy himself / herself that he / she is adequately covered by insurance. Unless agreed, Leakless Plumbing and Heating are not liable for the loss of or damage to the works, materials on site or any property of the customer, unless caused by negligence , or breach of contract by us.

Work cancellation

In the event of cancellation by the customer, the customer agrees to notify Leakless Plumbing and Heating limited in writing or by email 14 days, or by the date specified at the time of quotation, before the works start date. In the event that Leakless Plumbing and Heating limited is not notified of the cancellation, you agree to pay all of our administration, loss of work and scheduling costs at not less than 15% of the total quoted amount.

Should you elect to cancel our services once we have begun the works, the customer agrees to pay all of our administration, loss of work and scheduling costs to not less than 50% of the total works cost. Postponement of scheduled works rather than cancellation is acceptable only if the rescheduled date is bona fide and within 2 weeks of the initial date scheduled. Should further postponement occur, you will be deemed to have cancelled our services and the cancellation levy will apply as above.

Materials

All necessary materials can and will be provided by us unless otherwise agreed and will always be of high quality and used in an appropriate manner as per the manufacturer’s guidelines. Where it is
necessary to match existing decor, our work will be carried out with this in mind, using appropriate materials that provide an exact match where possible. If an exact match will not be achievable, the client will be consulted. Leakless Plumbing and Heating Limited is not responsible in any way for any materials, parts or products purchased directly by you, and allow us to use these at their own risk.

Quotation changes

All quotes or estimates are subject to revision if there are any changes to the nature or extent of the requested work. This applies to both labour and materials. However quotations will not be amended unless the customer has been consulted.

Completion times

Estimated completion times are only a guideline and we will endeavour to complete the work in the time frame estimated, however, we will not be held liable for failure to complete the scheduled works within the estimated time frame. If by employing extra resources means we can finish a project more quickly than estimated, the price of the quote will still remain the same.

Radiators

Removal of radiators is not often necessary, but can be done for an additional charge, and then a charge will be given for reinstallation of new radiators.

Tool storage

On projects longer than one day we may request that tools be left on site overnight. The customer reserves the right to decline such requests.

Quote validity period

Quotes are valid for 7 days from issue.

Damages and sub-standard workmanship

It is the responsibility of the client:
To remove valuable and/or fragile items from the areas of work
To remove pictures and other wall-hangings and place out of our work area
To remove electrical goods and place out of our work area

For bulky items and white goods assistance can be provided for the repositioning and/or removal of, but will incur an additional charge. We reserve the right to decline any such assistance if the condition or position of the plumbing may incur a higher than normal risk of damage to the equipment or the property, or the heavy or bulky items present a higher than accepted health and safety risk. Where items cannot be covered or protected, but could easily have been removed, we will request that they are removed before work commences. We cannot be held liable for damage to such items if they are not removed.
In the event of breakage or damage to the property Leakless Plumbing and Heating Limited will notify the client immediately and set out steps to rectify the situation. If at the end of the job you are dissatisfied with any aspect of the service, you must inform us as soon as possible. Clients must allow us to effect a rectification using our own tradespersons and under no circumstances will we be held liable for the costs of works done by third parties that we have not expressly agreed to in writing. The customer must notify us, in writing within 24 hours of an alleged breakage or damage caused by our employees.

Additional work

We are usually happy to help our customers where we can, over and above our quotations, however this is expressly done at your own risk, time taken must be a consideration to our completion date of our works, and we will not accept any responsibility for any work undertaken that is not written into the quote, including loss or damage to persons or property.

Precautions

Whilst every possible precaution to ensure that all vulnerable areas and any objects left in the work area are carefully and thoroughly covered and/or masked, there will always remain a risk of overspill or dust getting past these precautions. In the event of overspill, dust or other cosmetic damage, we will do all we can to return it to the state it was before we started our works.

Pre-existing damage

We may take photographs of your property or handwrite a list of damages, to be signed by you, prior to the start of any work. In the unlikely event that we do damage your property, and this is a result of our negligence, you will be covered by our insurance for the full amount. Claims that we can dispute with photo evidence or written agreement will incur a £60.00 charge per complaint to cover administration costs.

Quoted and fixed price work payment

The customer agrees to pay the invoice for the works completed a maximum of 5 days after completion of the work, unless an alternative date is agreed. In the event that the client is unhappy with the standard of workmanship, the correct complaints procedure, as show in these terms and conditions, must be followed. All materials purchased for, or on behalf of the customer, remain the property of Leakless Plumbing and Heating Limited until payment of the final invoice by you to us. In the event of dispute, the customer agrees to allow access to the property to our representative to retrieve all materials that remain the property of the company. Payment is due within the time-scales as stated in the Terms and Conditions and the amount, unless amended by us, is fixed in the quotation. The quotation may sometimes be written as the invoice, and therefore, the customer is liable for payment, regardless of whether an additional invoice has been received. In this instance, or should a second copy of an invoice need to be issued, a cost of £20.00 per invoice will be charged to cover administration costs.

Deposits

A deposit is required when our services have been accepted by you and/or to cover material expenses, unless an alternative agreement is made by you to us that the works will be fully paid for on completion.
All deposits must be made to our office on 0207 7887732/07824661798.Deposits are refundable at the discretion of Leakless Plumbing and Heating Limited.

The acceptance of a deposit or the request to begin the work by email confirmation signifies a full acceptance and commitment to be bound by the Terms and Conditions.

Project completion

We deem it necessary the customer must make themselves available on the last day of the work for consultation and final sign-off for the work. In the event that the customer is unavailable, unless otherwise agreed in writing, or by prior arrangement the customer accepts that the project has been completed to their satisfaction and payment in full is due.

Contract termination by Leakless Plumbing and Heating

We will not tolerate aggressive or rude behaviour, racism, nationalism, sexism, homophobia or ageism directed towards any of our staff or tradespersons and reserve the right to terminate the work at any time in this event.

Payment

Payment methods

We accept Visa credit, Visa debit, Maestro, Mastercard debit and American Express cards, and by prior agreement. If you choose to settle your account using a Visa or Mastercard credit card, an additional charge of 2.5% of the value will be levied to cover costs imposed on us by our merchant service providers. If you choose to settle your account using an American Express card, an additional charge of 5.0% of the value will be levied to cover costs imposed on us by our merchant service providers.

Payments to tradespersons

Our staff are not normally permitted to accept cash, an arrangement must be made with our office on 0207 7887732/07824661798 in this instance. To pay your deposit or completed job you must pay us directly. Your account will remain outstanding until such time as Leakless Plumbing and Heating Limited receive payment directly by either a debit / credit card.If you pay cash to any member of staff, without prior arrangement, for either a deposit or completion of work, you will be in breach of your terms and conditions and an administrative charge of £60.00 will be charged. Additionally any deposit you have paid for completion of work will be returned less an 80% administration charge.

Payment time scales

You agree to pay the invoice a maximum of 24 hours after completion of the project. A small minority of clients choose to ignore calls, are evasive, request multiple invoices or are unavailable
for contact after the project has been completed and payment is due. Leakless Plumbing and Heating Limited reserve the right to process the outstanding invoice and receive payment within 5 days of completion. You agree that card or account information provided to us may be used to process the outstanding amount. We are fully compliant with the Data Protection Act in this matter.
Should the outstanding balance not be settled within 5 days, Leakless Plumbing and Heating Limited reserve the right to levy an administration charge of £100.00

Unmade payments

In the event that we cannot recover any outstanding amount after 10 working days, we will employ the services of a debt collection agency. You then accept that the debt collection agency will increase the outstanding amount to cover their costs, this fee is levied as soon as the debt is passed from us to them and usually amounts to between 30% to 40% of the cost of the invoice, it is therefore strongly advised to settle your invoice as soon as possible. Once the debt passes from us to the debt collection agency, we have no further involvement in the account and cannot reverse the process or any associated fees.

Complaints procedure

At Leakless Plumbing and Heating, we are committed to ensuring that our customers are satisfied with our service. If for any reason you are not, you must then follow our complaints procedure as follows:
Firstly contact us by telephone to let us know that you are unhappy with our service as soon as possible. If you are unable to resolve your problem with the initial member of staff, you should request to speak to the Manager. A small problem that is within our scope to rectify will be so done immediately. It would be more helpful to put your issues as you see them and your proposed outcome, in an e-mail to the office, this will give us a clear understanding of your complaint.

If still not satisfied once we have tried to rectify the problem, if the person that you speak to by phone is unable to help you or if you have a dispute about the facts of a situation, you must put your complaint in writing to: Leakless Plumbing and Heating Limited, Customer Services, Communications House, 26 York Street, Mayfair, London, W1U 6PZ

The more detail you provide about your complaint or service the better. Your letter should contain your invoice number or your job number, the full breakdown of the specific complaint including; the person’s name to whom you spoke to, a copy of the invoice/quote and a list of items that you feel have not been provided to your satisfaction. Once your written complaint has been received, the Customer Service Department will undertake an investigation and the results of this investigation will be communicated to you in writing, within 28 days of us receiving your letter. If the balance of your account has already been charged to your card, and we agree after having completed our investigation that you are due a refund, we will issue the refund within 5 days of the completion date of the investigation.

If complaining about a service that we have provided to you, you must:
Pay the undisputed part of your account.
Let us know within 24 hours of completion of the work.
Complaints must follow the above procedure or they will not be investigated.

Privacy Policy

We will never sell or pass on your contact details to any other company or third party, unless required to do so by law. When you contact us, your details will be retained to assist with your enquiry. Your details will be used for correspondence and if agreed by you, for marketing purposes by Leakless Plumbing and Heating.

We collect details about you from your use of our service and your visits to our web site and other sites accessible from them. We collect information about the transactions you undertake including details of payment cards used (held only for as long as is necessary for the management of your account with us).

We collect additional information in connection with your participation in any promotions or competitions offered by us, and information you provide when giving us feedback. We also monitor customer traffic patterns and site use which helps us to improve the service we provide.

Cookies

Whilst you do not need to allow your browser to accept cookies in order to browse much of our web site or to access many of our services, you must have cookies enabled if you wish to access any areas reserved for account holders. Most browsers allow you to turn off the cookie function. If you want to know how to do this please look at the help menu on your browser.

Leakless Plumbing and Heating Limited uses cookies to enable us to simplify the logging on process for registered users, to help ensure the security and authenticity of registered users, and to enable traffic monitoring. Non-registered visitors of the site are sent anonymous cookies to keep track of their browsing patterns and build up a demographic profile.

Information access

For a copy of the personal information Leakless Plumbing and Heating Limited holds about you, please write with full details to us at: Leakless Plumbing and Heating Limited, Communications House, 26 York Street, Mayfair, London, W1U 6PZ, enclosing cheque for £15.00 payable to: Leakless Plumbing and Heating Limited.

Discounts and promotions

From time to time we run promotions and offers, and these have the following conditions:
Discount is limited to hourly and daily labour rates.
Fixed price quotations and materials are not included any promotions.
Only one promotional discount may be used per transaction.
Please refer to the specific promotion for validity period.
We reserve the right to withdraw this offer at any time.
Errors and omissions accepted.

Our contact information

Leakless Plumbing and Heating Limited.
Company Registration number: 7413386
VAT Registration number: 119095607
Website : www.leaklessplumbingandheating.co.uk
E-mail address: leakless01@gmail.com
Telephone number: 0207 7887732
Address: Communications House, 26 York Street, Mayfair, London, W1U 6PZ

All prices exclude VAT unless otherwise stated and are subject to a one hour minimum charge.

Copyright © 2010 Leakless Plumbing and Heating Limited.