TERMS AND CONDITIONS
TERMS AND CONDITIONS
1. ACCEPTANCE OF TERMS
1.1 - Your access to and use of www.24hourplumber.uk.com ("the Website")
and the Services (defined below), are subject exclusively to these Terms and
1.2 - You agree not to use the Website or the Services for any purpose that is
unlawful or prohibited by these Terms and Conditions.
1.3 - By using the Website or the Services you are fully accepting the Terms
and Conditions. If you do not accept these Terms and Conditions you must
immediately stop using the Website or the Services.
1.4 – 24 Hour Plumber reserves the right to update or amend these Terms
and Conditions at any time and your continued use of the Website or the
Services following any changes shall be deemed to be your acceptance of
such change. It is therefore your responsibility to check the Terms and
Conditions regularly for any changes.
1.5 - 24 Hour Plumber may update the Website from time to time, and may
change the content at any time.
1.6 - By accessing or using any part of the Website or the Services, or
submitting a form to become a registered user of the Website you agree to be
bound by the following conditions of use. If you do not wish to be bound by
these conditions, you may not access or use the Website or the Services.
1.7 - 24 Hour Plumber do not guarantee that the Website or any content
contained on the Website will always be available or be uninterrupted.
1.8 - You are responsible for making all arrangements necessary for you to
have access to the Website.
1.9 - Your access to the Website is permitted on a temporary basis only.
1.10 - 24 Hour Plumber may suspend, withdraw, discontinue or change all or
any part of the Website without notice to you.
1.11 - 24 Hour Plumber will not be liable to you for any reason if the Website
is unavailable at any time or for any period.
1.12 - You fully understand the terms in front of you.
2.1 - 24 Hour Plumber also trades as UK Emergency Plumbers, Emergency
Plumber Bristol, Emergency Plumber Gloucester and 24 Hour Plumber
2.2 - “Services” means the finding or locating of an Engineer to visit the
2.2.1 - "Urgent" means that the service has started from the point of the
deposit being paid.
18.104.22.168 - "Urgent Repairs Or Maintenance" is the type of service 24 Hour
2.3 - PCI - DSS (Payment Card Industry – Data Security Standard).
2.4 - “Client” means any individual or body using and paying for the Services
2.5 - “Engineer” means an Electrical, Plumbing, Heating or Gas Engineer
whose details are provided by 24 Hour Plumber.
2.6 - “Deposit” means a sum of money paid either by cash or card which takes
effect immediately as soon as it’s paid due to the service 24 Hour Plumber
2.7 - “ETA” means estimated time of arrival.
2.8 - “Imputation” means the attributing of a particular action to a source.
2.9 - “Terms” means Terms and Conditions.
2.10 - “Understand” means understand the terms and all content that you read
by 24 Hour Plumber and also includes:-
2.10.1 - “Understood” and “Understanding” are interpretations of the word
3. QUOTATIONS, ESTIMATES & PAYMENTS
3.1 - The person paying for the Services is the Client and must be at least 18
years of age.
3.1.1 - The service is always of urgent nature (Clause 22.214.171.124) unless in
3.2 - The Deposit is paid before the booking and is non-refundable subject to
the provisions of clause 6.2.
3.2.1 - All Deposits paid to 24 Hour Plumber will cover the call out fee only;
3.2.2 - The labour cost is paid directly to 24 Hour Plumber using the same
payment method used for the original Deposit
3.2.3 - A cooling off period will only take effect if the Deposit is in relation to a
non-emergency service and there is at least 24 hours’ notice.
3.2.4 - If non-emergency services are provided within 14 days of the initial
Deposit being paid the Client will sign an authorisation waiving any relevant
rights under cancellation regulations.
3.3 - When paying over the phone 24 Hour Plumber will use a secure
payment system by using Stripe Payment Services.
3.4 - Clients should make payment at the end of first visit unless agreed prior
to commencement of work being undertaken with the 24 Hour Plumber.
3.4.1 - The method the Client should use to make payment to will be by cash,
card or bank transfer and;
3.4.2 – 24 Hour Plumber may in certain circumstances agree to accept
payment within 7 days of the Services being provided and will give to the
Client an invoice upon completion of the Services requesting payment by
bank transfer within 7 days thereof.
4. WORK, DELIVERY, POLICY & NOTICE
4.1 - 24 Hour Plumber will request an engineer to attend at a Client’s
premises within 2 hours of a booking being made and Deposit received. In the
event that an engineer is unable to comply with this timeframe they will
provide the Client with notice of a revised ETA and a 30 minute allowance will
4.2 - If the engineer arrives before the appointment time and the Client is not
at the premises then the engineer cannot charge for any waiting time that
results. Once the appointment time has passed the engineer can charge once
the Client has failed to arrive at the premises for 1 hour.
4.2.1 - Example of appointment time: If the appointment time is within 2 hours
and the engineer arrives within 20 minutes, then the engineer has turned up
on the appointment time and can charge immediately for the time upon arrival.
4.3 - If the Client is unable to attend the premises at the appointment time
then the Client must let 24 Hour Plumber know as soon as reasonably
4.3.1 - An update should be sent to the engineer and a reply to a text received
from 24 Hour Plumber.
4.4 - If the engineer attends the premises where the Services are to be
provided at the appointment time and the Client fails to allow entry for 1 hour
an invoice for 1 hours’ labour will apply and must be paid immediately
4.5 - If the premises have no number then an additional 10 minutes allowance
will be given to enable the engineer to locate the address and in the event that
the premises are more than 500 metres from the address given then a
reasonable time allowance will be applied depending on the circumstances of
a particular booking.
4.6 - If 24 Hour Plumber is given an incorrect address the Client may lose
their call-out deposit fee and a further Deposit may need to be paid subject to
the discretion of the engineer.
4.7 - For non-emergency work, notice MUST be given in writing and will form
part of the contract and;
4.7.1 - Requires at least 24 hours notice to cancel which our client will be
subject to any losses occurred as non emergency work will be organised 24
hours prior to our company assigning the correct engineer.
4.8 - It is the Client’s responsibility to contact any engineer who fails to attend
a premises where Services have been booked and it is not the responsibility
of 24 Hour Plumber to check that the engineer has arrived.
4.9 – If the service being provided is for emergency repairs or maintenance
under the ‘Consumer Contractors Regulations’ and ‘services’, there are
exemptions to your rights which can be found online. The exemptions are;
due to our services being used up immediately and of an urgent nature and in
most cases within 10 minutes, the deposit covers the immediate action and
your deposit is non-refundable unless agreed for in goodwill.
5.1 - Although we make an effort to ensure engineers whose details we
provide are legitimate, reputable and have appropriate qualifications,
membership to and/or approval of trade related bodies organisations and
associations and that the information we had is accurate, the information is
compiled from details supplied to us from the engineers and we cannot be
held responsible for any errors or inaccuracies in such information or for the
suitability or quality of any services or goods supplied to Clients through our
5.2 - The provision of an engineers details does not necessarily imply our
approval of the tradesmen, suppliers or companies.
5.3 - We accept no liability for any transactions which take place between you
and engineer whose details we have provided.
6. Cancellations, refunds & notices
6.1 - A Client can cancel a booking by replying to a text received from 24 Hour
Plumber confirming the terms of a booking.
6.2 - For non-emergency bookings a cancellation by a Client can be made up
to 24 hours before the Services are to be provided.
6.3 - 24 Hour Plumber is not obliged to refund any monies paid by a Client
prior to a booking being cancelled under condition 6.1 or 6.2 above.
6.4 - 24 Hour Plumber can cancel a transaction and booking if it deems it
reasonable to do so and will refund in full the Deposit in such circumstances.
6.4.1 - If a transaction is cancelled, a refund cannot be made if we haven’t
received the money into our account and;
6.4.2 - The transaction is likely to being held by your bank where the amount
may show as gone out and;
6.4.3 - A cancellation of the transaction cannot be made if it has gone through
estimated to be about 5 minutes and;
6.4.4 - Can only become a refund after the transaction has gone through.
6.5 - Any refunds will be made by the same method as payment was made
originally or by such other alternative method as is agreed with the Client.
6.6 - In relation to Stripe payments, once a payment is captured and a refund
is in process the Client should receive Deposit monies back within 4 working
days although the policy of specific banks does vary and Clients should allow
up to 10 working days for any refund to appear in their account.
6.7 - In circumstances where the engineer is en-route to the Client’s premises
when a cancellation is effected an inconvenience fee up to 2 hours charge may
at 24 Hour Plumber’s discretion be applied and an invoice be provided.
6.8 – For all emergency call-outs the initial fee is non-refundable.
7. CONTRACTS, DUTIES & RESPONSIBILITIES
7.1 - The contract with 24 Hour Plumber is to provide the Client with an
engineer who is a competent engineer capable in the reasonable opinion of
24 Hour Plumber of providing the Services.
7.2 - The duties of 24 Hour Plumber are to send the Client’s details to the
engineer either by e-mail or by text which will include :-
7.2.1 - Job descriptions;
7.2.2 - Client names;
7.2.3 - Authorisation of first hour’s costs;
7.2.4 - Client’s contact number and e-mail address;
7.2.5 - Job and billing address; and
7.2.6 - ETA.
7.3 - It is the responsibility of the Engineer to attend within the time provided
by 24 Hour Plumber as per the ETA given at the time of the e-mail or text.
7.4 - The engineer is responsible for :-
7.4.1 - the work the engineer provides; and
7.4.2 - any damage caused by the engineer resulting from the provision of the
8. COMPLAINTS PROCEDURES
8.1 - We always prefer complaints to be dealt with reasonably between the
Client and Engineer but where a resolution cannot be reached, a complaint
MUST be made in writing by email to email@example.com by stating
the property address
8.1.1 - By including the Client’s name, date, address and contact number,
(preferably mobile), we may still be able to find your details but you MUST
make your complaint in full.
8.2 - The complaint MUST be clear and readable and we will endeavour to
respond to any complaint made.
8.3 - Once a complaint is received, it will be forwarded to the Engineer upon
consent who will be asked to respond within 7-14 days and;
8.5 - To consent to a complaint being forwarded to the engineer in question,
we need permissions from the buyer or the authorised person in accordance
8.6 - Please note that 24 Hour Plumber are not responsible for any complaints
made between the Client and the Engineer in question, however, we are
happy to assist in order to try to reach a resolution.
8.7 - If a complaint is being made, the wording 'complaint' MUST be
mentioned in order for 24 Hour Plumber to address the complaint to a case
8.8 - Once a complaint is raised, we will hold your complaint for a minimum of
6 years before deleting or disposing of.
9. BOOKING BY PHONE
9.1 – Bookings are taken by phone by an employee of 24 Hour Plumber, they
will ask for the job postcode, nature of problem and will explain the rates and
if the Client has heard the rates correctly. It is the responsibility of the Client to
understand the terms before booking.
10. STAFF & ENGINEERS
10.1 - Engineers are either employed by an alternative company or are self-
10.2 - The standard text we send every engineer is as follows: Job details;
Client’s name; authorised Labour costs for first hour only plus materials;
contact; address; post code; email address; ETA of address: By accepting this
job, you acknowledge the Client above will be paying you at the end of the
first call as explained in the terms and conditions.
11. ENGINEERS AND CONSUMER/CLIENTS
11.1 - Any work booked outside the agreement of 24 Hour Plumber is
between the Client and the engineer responsible or the company the engineer
is employed by and not 24 Hour Plumber.
11.2 - The engineer is responsible for the hours worked that 24 Hour Plumber
12.1 - To contact 24 Hour Plumber, please visit the link at the bottom of the
website called Contact.
13. GUARANTEE AND WARRANTY
13.1 - 24 Hour Plumber Limited do not guarantee the attendance of an
engineer within the time stated due to unforeseen circumstances.
13.2 - If the work that is carried out on a fixture that has not been maintained
as stated in the manufacturer’s warranty, then the Engineer may not be able
to guarantee the work completed.
13.3 - Some appliance and some fixtures require annual maintenance. If the
Engineer was to work on a given job and to deem the work fair but annual
maintenance had not been carried out the Engineer may not be able to
guarantee the work completed.
13.4 - If the appliance is new, then a minimum warranty by the Engineer may
be given as long as the original installation of the appliance does not affect
13.5 - Any complaint concerning the service provided by the Engineer should
be addressed to the Engineer directly.
13.6 - With any emergency that is causing damage to property then the
objective is to make safe and get further authorisation from 24 Hour Plumber
or the Engineer to commerce further work, but for the contract to go through
24 Hour Plumber, the Client should get direct authorisation for further work
directly with 24 Hour Plumber and not the Engineer.
14.1 - 24 Hour Plumber is a company that provides Engineers as quickly as
possible and works on behalf of the Client but cannot guarantee that
Engineers will attend to Clients within the time stated due to unforeseen
circumstances. 24 Hour Plumber do not provide compensation for the
Engineer failing to turn up on time and the Engineer is responsible for his own
work from the arrival to the completion of the work.
15. - LIABILITY, DEFAMATION, MEDIA
15.1 - As the Client has agreed to these terms the Client is liable for any loss
or damage caused by the Client to 24 Hour Plumber or the Engineer resulting
from any material written and distributed or published on media, social media
and review sites regarding the service of the Engineer or 24 Hour Plumber.
15.2 - We advise any negative content should be dealt with by verbal
communication between the Engineer or 24 Hour Plumber and if the negative
content can’t be dealt with by verbal communication the Client MUST
communicate any negative reviews by using the complaint procedure and
give a reasonable time of 7 days to reply and where an investigation is on-
going, the Engineer has 7 days to reply to 24 Hour Plumber and 24 Hour
Plumber has a further 7 days once the Engineer replies to respond to the
16. ADDITIONAL WORK
16.1 - Any work carried out after the call-out is classed as additional work
which MUST be agreed between the Client and the Engineer. This may be a
person who acts on behalf of the Client and is the responsible occupant or
responsible person at the time.
16.2 - 24 Hour Plumber is only responsible to act upon details given by the job
description during the emergency.
17.1 - As far as 24 Hour Plumber is aware, all materials belong to the
Engineer and remain the property of the Engineer until paid for in full.
18.1 - Any confidential or financial information belonging to a Client will be
handled in accordance with the PCI – DSS standards and guidelines.
18.2 - The type of details shared between the Client, 24 Hour Plumber and
Engineer are Job details, Client, Authorised costs, contact numbers, email
addresses, Job address, meeting address, correspondence address and
19.1 - All terms can be subject to change at any time without notice unless it
is reasonable to explain old terms otherwise, however it is reasonable for an
Engineer to pull up old terms if new terms are younger than 3 months.
TERMS AND CONDITIONS