Terms & Conditions

Local Plumbing Services Trading name of Local Plumbing and Bathroom Fitters LTD Company number: 15378664Last updated: 27 September 2026 These Terms apply to the plumbing, drainage, bathroom and related services we agree to provide. They should be read with the quotation, booking confirmation and agreed scope for your particular job. Full company and contact information appears at the end of this document. Nothing in these Terms removes consumer rights or liabilities that cannot lawfully be excluded. The additional workmanship guarantee described below is separate from your statutory rights.

1. Our services and service area

We provide services in Kent, South London, South East London, Gravesend, Grays and parts of Essex, subject to location and availability. Dartford is our head office and primary administrative location. Serving a town does not mean that we have an office there. Different areas may be covered by different team members or area managers; please provide your postcode so we can confirm availability. The contract covers only the services and deliverables agreed for your job. A booking for attendance or investigation is not automatically a booking for a completed repair, full system survey or permanent resolution of an unidentified problem.

2. Enquiries, bookings and agreement

Before you commit to a chargeable booking, we will explain the proposed scope, price or charging basis, any applicable attendance or preparation fee, payment arrangements and relevant cancellation information. Please tell us if anything is unclear. A booking becomes a contract when you and we confirm the order on that basis. Visiting our website, calling, sending a message or requesting a callback does not, by itself, create a chargeable booking or acceptance of every term. We will provide the contract information and confirmation in a form you can retain where required by law, such as an email or an attached document. A website link alone does not replace a durable copy where one is required. Agreed changes will also be recorded. Information and promises that legally form part of the contract remain binding; these Terms do not override them.

3. Quotations, estimates and scope

A quotation sets out the price for the stated scope and any stated assumptions. An estimate is an indication based on the information available, rather than a fixed quotation. We will make clear which we are providing, what is included, what is excluded and any stated validity period. Before booking, the customer will be told the total price inclusive of applicable taxes where it can reasonably be calculated. Otherwise, we will explain the charging basis and any reasonably foreseeable additional charges. We will not add an undisclosed fee simply because the work has started. If inspection reveals that the original assumptions or scope need to change, we will explain the finding and agree any additional work and price before proceeding. If no price or completion time is agreed, applicable requirements for a reasonable price and reasonable time remain in force.

4. Availability and emergency attendance

We operate seven days a week and provide a telephone contact line available 24 hours a day. Immediate pickup, acceptance of a job or attendance is not guaranteed. Engineers may be working, driving or handling other calls. If we cannot answer, please leave your name, telephone number, location and a short description of the problem. We will respond as soon as reasonably possible. A callback request does not reserve an emergency appointment. We aim to attend emergencies as quickly as reasonably possible. An estimate such as approximately 45 minutes is not a guaranteed arrival time unless expressly agreed. Location, availability, other emergency work, traffic, road conditions and weather can affect attendance. We will make reasonable efforts to notify you of a significant delay. Your rights where we fail to meet a binding commitment are unaffected.

5. Call-out / attendance fee

Where applicable, the amount and scope of the call-out fee will be explained and agreed before the visit is confirmed. Unless otherwise agreed, it covers travel to the property, attendance and an initial visual examination of the reported problem in reasonably accessible areas. It does not automatically include extended diagnostics, leak detection, CCTV investigation, dismantling, moving fixtures or furniture, opening walls, floors or enclosures, specialist testing, jetting, repair work, parts or materials. Unless another arrangement has been agreed, the call-out fee is payable on site after attendance and completion of the agreed initial visual inspection. If further work is proposed, we will explain its scope and additional price or charging basis before asking for agreement. You may decline that work; a properly performed, agreed call-out remains payable, subject to your statutory rights. Cancellation after an engineer has set off is dealt with in sections 16 and 17. Dispatch alone does not automatically make the entire call-out fee non-refundable in every circumstance.

6. Investigations and additional work

Diagnostic work is limited to the agreed investigation and reasonably accessible areas. We will explain relevant limitations and findings; an investigation may identify the need for a further stage without fully identifying or resolving a concealed fault. Additional work discovered during diagnosis is outside the original scope unless agreed. Before additional paid work we will explain the finding, proposed work and price or charging basis, and obtain your agreement. Silence is not consent. A reasonable opportunity to consider the proposal will be provided. Where an investigation or clearance attempt, rather than a guaranteed repair outcome, is the agreed service, its scope and charging basis will be made clear before work begins. This does not excuse a failure to carry out that service with reasonable care and skill or to meet an expressly agreed outcome.

7. Project Preparation / Measurement Fee

For a proposed project, we may agree a separate Project Preparation / Measurement Fee before providing the service. Its price or charging basis, scope and any agreed limit will be explained in advance, including whether it will be credited against a later project price. The agreed service may include property attendance, measurements, inspection, project assessment, preparation of the proposed scope, sourcing suitable products or materials, supplier research and other preparation reasonably required for the project. Properly completed, agreed preparation is a service in its own right, not a penalty for deciding not to proceed with the larger project. Payment and any cancellation rights remain subject to sections 13, 16 and 17. We will not retrospectively turn an ordinary enquiry or an unpriced quotation into a chargeable preparation service.

8. Deposits and advance or staged payments

Depending on the job, we may agree a deposit, booking payment, preparation fee, material payment or staged payments. Before payment we will explain its amount, purpose, when it is due, how it is credited to the job and relevant cancellation terms. There is no general promise that every service requires no advance payment. Agreed preparation may include attendance and travel connected with the booked service; measurements and assessment; job preparation; suitable parts and materials sourcing; obtaining supplier information and prices; agreed orders and collection; and calls, administration or scheduling preparation directly required for the agreed work. When a booking is cancelled, a lawful deduction may reflect properly performed, agreed chargeable work and reasonable, evidenced costs or losses directly resulting from cancellation. We will account for amounts already paid, avoid charging twice for the same work or loss, and provide an explanation of deductions and refund the remaining balance due. A deposit is not automatically forfeited in full because a call was made, a link was sent or time was entered in a diary. We will take reasonable steps to reduce losses. Where statutory cancellation rights apply, section 16 takes priority: ordinary cancellation-loss provisions do not create extra deductions that the law prohibits.

9. Materials and special orders

We will agree any material orders and advance material payments for your job. If cancellation leaves us with actual unavoidable material costs, these may be considered in a lawful cancellation settlement. We will consider cancelling the order, obtaining a supplier refund, returning or reasonably reusing the materials, and account for recoveries or savings rather than charge twice. An item does not become legally non-returnable merely because it was ordered for a particular job. Any applicable exception for genuinely bespoke or personalised goods will be explained before ordering. Statutory cancellation and faulty-goods rights take priority over supplier return policies and these settlement provisions. Any material ownership, collection or return arrangements arising on cancellation will be clarified with you. Where we supply goods as part of our contract, we remain responsible for the applicable legal standards for those goods. A manufacturer’s guarantee is additional to those rights; we will not require you to use it instead of a remedy owed by us.

10. Customer-supplied products

Please provide product information and ensure that customer-supplied products and required components are available for the agreed work. We will raise incompatibility or suitability concerns that we reasonably identify within our agreed role. Wrong or incompatible products, missing parts, unsuitable fittings or manufacturing defects may prevent completion or require additional labour, investigation, removal, a return visit or reinstallation. Any additional chargeable work must be explained and agreed before it is undertaken. When you buy a product directly from another seller, we do not become its seller or provide its manufacturer’s warranty. Product-defect claims should normally be directed to that seller or manufacturer. We remain responsible for our own advice and installation obligations, reasonable care and skill, and damage or defects caused by our incorrect workmanship. We will not charge you to correct our own breach where a remedy is legally due.

11. Access, permissions and working conditions

Please provide accurate job information, necessary authority to commission the work, access at the agreed time and a reasonably clear working area. Tell us about known leaks, previous alterations, hidden services, access restrictions and relevant hazards. We will explain any specific preparation required before the visit where reasonably possible. If access is unavailable, the property is locked, permission is missing or work cannot safely proceed, we may pause and discuss the next steps. Unsafe work will not be undertaken. Any revised scope, return visit or charge must be explained and agreed where required; sections 16 and 17 govern cancellation and missed-appointment charges. Please move fragile belongings from the agreed work area where reasonably practicable. This does not remove our duty to take reasonable care of your property or liability for damage we cause through negligence or defective work.

12. Existing installations and concealed conditions

Work on one part of an installation does not mean we have inspected or certified the whole plumbing or drainage system. Reports relate to the agreed scope, the conditions found and areas reasonably accessible during that work. They do not certify concealed or unexamined parts unless expressly included. Ageing components, corrosion, concealed damage, unsuitable previous work or unrelated defects may require additional investigation or repair. We will explain relevant findings and obtain agreement before extra paid work. Any opening-up and making-good obligations will be set out in the agreed scope. We are not automatically responsible for an unrelated later failure elsewhere in the system. However, an old installation, concealed condition or third-party work does not exclude liability for damage caused by our negligence or our own defective workmanship.

13. Completion, inspection and payment

Unless otherwise agreed, final payment becomes due when the agreed work has been completed. Before payment, you will have a reasonable opportunity to inspect the completed work and raise any immediately apparent concern. Agreed deposits, preparation, material or staged payments remain due in accordance with their separately agreed arrangements. Payment following completion may record that the work was presented as complete and that no immediately apparent defect or outstanding item was raised at that time, where that accurately reflects what happened. It does not override any concern already reported or prove that no defect exists. Payment does not waive claims, statutory rights, the workmanship guarantee or your right to report hidden defects or defective workmanship that could not reasonably have been identified at completion. Absence during completion does not itself amount to approval of the work. Call-out payments follow section 5. Accepted payment methods will be confirmed when arranging payment. If you dispute an item, please explain it promptly so that we can investigate; this does not restrict any lawful right to withhold or recover an amount.

14. Invoices

Invoice timing will be agreed according to the service, your requirements and our arrangements with you. Depending on that agreement, an invoice may be issued within 24 hours of completion or payment, as specified, or at the end of the month. Applicable statutory invoicing requirements take priority. An agreed later invoice date does not itself postpone a payment date already agreed. Any credit terms or different payment deadline must be expressly agreed. Please provide the correct name, billing address and any agreed invoice reference.

15. Twelve-month workmanship guarantee

Our additional 12-month workmanship guarantee covers new plumbing installations and our fitting of new replacement parts or components, from completion, for faults directly caused by our incorrect workmanship within the agreed scope. This includes new drainage pipework or connections installed by us where included in the confirmed scope. Cover applies to the installation or fitting work, not automatically to the whole existing system or to the product itself. We will identify the applicable cover in the job confirmation. Repairs to existing items and temporary repairs. This additional guarantee does not cover repair-only work to an existing tap, pipe or other worn component where no new replacement part or component is fitted. It also excludes expressly agreed temporary or makesafe repairs intended to reduce a leak or restore limited use pending permanent repair or replacement. We will explain and record these limitations before you authorise the work. A short or quickly completed job is not excluded merely because it is quick; where we fit a new replacement part, our fitting workmanship is covered as described above. For temporary repairs, we will explain any known limitations and recommended permanent work. We do not promise that a temporary repair will remain effective for 12 months or restore the remaining life of an old component. This does not excuse a failure to use reasonable care and skill, an unsafe repair, or a failure to meet an expressly agreed outcome. This is not a guarantee of the whole existing system or that every specialist service has the same additional guarantee. Drain clearance is addressed in section 18. Product or manufacturing defects, unrelated existing-system faults, ordinary wear, misuse and damage or alterations by others are outside this additional cover where they caused the problem. Those circumstances do not cancel cover for an unrelated fault caused by our workmanship. Please report a concern promptly and allow a reasonable opportunity to inspect and, where the fault falls within this cover, put our workmanship right without charging for that corrective work. Section 20 explains the complaints process. Necessary emergency intervention does not automatically invalidate your rights. This guarantee adds to your statutory rights. The 12-month period and the exclusions above do not limit statutory claims relating to services or goods. A manufacturer’s defect does not remove responsibilities we have as the supplier of goods or installer. Any applicable manufacturer or retailer warranty is separate. These revised guarantee terms apply to new bookings where they are provided and agreed before the contract is made. They do not retrospectively reduce any guarantee or other binding promise already given to a customer.

16. Statutory cancellation rights

Consumers may have a right to cancel contracts made at a distance, including qualifying phone or online bookings, or away from our business premises. Where applicable, a service-contract cancellation period generally ends 14 days after the day the contract is made. For goods or mixed goods-and-services contracts, the relevant period is normally linked to receipt of the goods. We will provide the information applicable to the particular contract before you commit. You can cancel by any clear statement using the contact details below. The optional form in section 24 is available but is not compulsory. Sending the cancellation before the applicable deadline is sufficient. Please keep a record. Failure by us to provide required cancellation information may extend the cancellation period as provided by law. If you want a service to start during the cancellation period, we must obtain your express request and provide the required information. For an off-premises contract, that request must be on a durable medium. We will record an early-start request separately; accepting these Terms alone is not that request. If you then cancel before completion, you may have to pay a proportionate amount for service actually supplied up to cancellation, where the legal requirements are met. You will not be charged for early-start services where the law prevents this, including because the necessary request or information was missing. A fully performed service loses its cancellation right only where the required express request and acknowledgement of that consequence have been obtained. Different rules can apply to the goods element of a mixed contract. An exception can apply where you specifically request a visit for urgent repairs or maintenance. It is limited to the urgent work requested and replacement parts necessarily used; it does not automatically cover additional services or unrelated goods offered during the visit. Labelling a booking an emergency does not itself remove cancellation rights. For a cancelled service contract, refunds due will be made without undue delay and within the applicable statutory 14-day deadline after we are informed of cancellation, subject only to lawful deductions. For returned goods, the statutory rules may permit waiting for receipt or evidence of return. Refunds use the original payment method unless you expressly agree otherwise, without a refund fee. Any return arrangements and costs required by law will be explained before contracting. Ordinary cancellation penalties, lost-booking charges or supplier restocking fees will not be used to override these rights.

17. Other cancellations, rescheduling and dispatch

Please notify us as early as possible if you need to cancel or reschedule. Outside a statutory cancellation right, where you cancel or fail to provide agreed access, any charge must follow the information agreed before booking and be reasonable in the circumstances. If an engineer has already set off at your request, a lawful charge may reflect agreed services already supplied and reasonable actual costs or net losses directly caused by cancellation, including relevant travel or a lost appointment where genuinely incurred. Dispatch, acceptance of the booking or diary allocation does not automatically entitle us to the full call-out fee or full price of unfinished work. We will allow for saved costs, refunds, reasonable reuse of materials and reasonable opportunities to refill the appointment, avoid double recovery and explain the calculation. Advance payments will be credited, with any remaining refund returned. Rescheduling does not automatically cause forfeiture of the deposit. If we cannot perform the agreed work, we will inform you and discuss an alternative. Where you are entitled to end the contract, we will refund amounts due for unperformed work, without restricting any additional remedy owed by law. Circumstances outside our control do not create a blanket right to keep payment for work we have not provided.

18. Drainage clearance, stages and recurring blockages

Drain, toilet, sink and waste-pipe unblocking is performed with reasonable care and skill within the agreed scope. Clearance does not guarantee that the drain will never become blocked again. A recurrence may result from damaged or displaced pipes, downstream defects, system design, roots, grease, foreign material, misuse or another cause outside the original clearance. Where appropriate, Stage 1 may comprise agreed attendance, accessible inspection and a first clearance attempt. Further stages may involve jetting, CCTV, deeper investigation, exposure, excavation or pipe repair. Each stage must have its scope and price or charging basis explained and agreed before additional paid work. These examples do not promise that every specialist service is available for every job. A properly performed, agreed earlier stage may remain payable even if further work is needed. We will make clear whether the booking is for an attempt, investigation or a specified outcome. Failure to exercise reasonable care and skill, or to meet our agreed obligations, remains subject to appropriate remedies. A recurring blockage does not by itself establish defective work. We will consider the cause before deciding whether a return visit is corrective work owed by us or a separate chargeable investigation. We will not automatically charge for rectifying our own defective work. New drainage installations remain distinct from clearance and have the applicable workmanship cover in section 15.

19. Waste and making good

Unless the quotation includes it, removal of bulky items such as baths, toilets, basins, cabinets, radiators, tiles, flooring or existing waste is not part of the price. We will explain relevant exclusions. Agreed waste removal will be carried out in accordance with applicable requirements. Where removal is not included, we will agree a reasonably safe place for items arising from our work where practicable, and you will arrange their removal. This does not transfer any legal duty that remains ours. Additional disposal is subject to agreement and legal authorisation; hazardous or specialist waste is not automatically included. Opening-up, reinstatement and decorative making good are included only to the extent agreed, without excluding responsibility for damage caused by our negligence or breach of contract.

20. Complaints and corrective work

Please report concerns using the company contact details below, preferably by email or WhatsApp so that we have a clear record. We will not reject a complaint solely because it was made by telephone. Include your name, job address, attendance date, description, and any available photos or invoice reference. We aim to respond or provide a progress update within 14 calendar days. This is not a complaint deadline or a promise that every repair will be completed within that period. Report active leaks or safety concerns promptly and take reasonable steps to limit further damage where safe. We will investigate, request a reasonable opportunity to inspect, establish the likely cause and explain the proposed resolution. Where required, we will provide corrective work within a reasonable time without significant inconvenience, or another applicable remedy such as a price reduction. These Terms do not make statutory remedies solely discretionary. Please normally give us an opportunity to put our work right. This does not require you to leave an emergency unsafe or prevent necessary third-party intervention. Entitlement to reimbursement or other remedies will depend on the circumstances and applicable law. If you remain dissatisfied, ask for a further review through the same contact details. Where a complaint reaches deadlock, we will provide applicable ADR information and state whether we are required or willing to participate, in accordance with the requirements then in force. Your right to seek advice or legal remedies is unaffected.

21. Customer information, privacy and records

Please provide accurate contact, property and billing information and notify us of relevant changes. We use relevant information and proportionate job records to arrange, perform and document work and handle queries or complaints in accordance with applicable data-protection law. Job documentation and marketing are separate purposes. A photograph taken to document a fault or completed work does not automatically give marketing permission. We will not treat acceptance of these Terms as blanket consent to recording calls or publishing identifiable customer images. Any recording or marketing use requires appropriate information and a valid legal basis, and separate consent where required. You may contact us using the details below with questions about how we use your personal information or to exercise applicable data-protection rights. Refusing marketing permission does not remove workmanship or statutory rights.

22. Liability and statutory rights

We remain responsible for performing our contractual obligations and exercising reasonable care and skill. We are responsible for loss or damage caused by our breach or negligence to the extent required by law, including foreseeable loss. We do not accept automatic responsibility for unrelated existing defects or loss we did not cause, subject always to applicable law. Nothing excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited. There is no general cap restricting all liability to the invoice value, and no blanket exclusion of damage caused by us. These Terms do not take away legal rights relating to services or goods, including applicable rights to repeat performance, repair or replacement, price reduction, rejection, refund or other remedies. The remedy available depends on the contract and circumstances. These Terms do not establish separate liability limits for business customers. Any distinct business contract must be separately agreed.

23. Governing law and changes

These Terms are governed by the law of England and Wales, without depriving a consumer of mandatory protections or court rights available under applicable law. Nothing requires a consumer to bring a claim in a court that the law does not permit us to require. The version agreed for your booking applies to that contract. Later website changes do not retrospectively change an existing order without lawful agreement. If a term is unenforceable, the remaining terms continue only so far as the law permits.

24. Optional cancellation form

Use this form only if you wish to cancel a contract. You may instead use any clear statement. To: Local Plumbing and Bathroom Fitters LTD, trading as Local Plumbing Services, at the postal or email address in section 25. I/We [delete as appropriate] hereby give notice that I/we cancel my/our contract of sale of the following goods / for the supply of the following service [delete as appropriate]: Goods/service: ____________________ Ordered on / received on [delete as appropriate]: ____________________ Name of consumer(s): ____________________ Address of consumer(s): ____________________ Signature of consumer(s) (only if notified on paper): ____________________ Date: ____________________

25. Company & Contact Information

Trading name: Local Plumbing Services Legal company: Local Plumbing and Bathroom Fitters LTD Company number: 15378664 Registered office and head office: 1A Highfield Road, Dartford, DA1 2JH, United Kingdom Office visits: by prior appointment Email: localplumbingserviceskent@gmail.com Telephone: 07392 234913 / +44 7392 234913 WhatsApp: +44 7392 234913 These details may be used for bookings, cancellations, complaints and contract correspondence. We will also provide the relevant company and contact information when confirming your booking.