Vantage Plumbing & Heating - Service terms & conditions

1. Introduction
1a. These Terms and Conditions govern all services provided by Vantage Plumbing & Heating Limited (“the Company”).
1b. By booking, accepting a quote, paying a deposit, or allowing work to commence, the Customer agrees to these Terms in full.
1c. No verbal agreement overrides these Terms unless confirmed by the Company in writing.
1d. These Terms take precedence over any other document unless a written variation is signed by a director of the Company.
1e. These Terms apply equally whether the Customer is a homeowner, tenant, landlord, letting agent, or commercial entity.

2. Definitions
2a. Company: Vantage Plumbing & Heating Limited
2b. Customer: The individual, landlord, agent, or business engaging the Company
2c. Engineer: Any operative, employee, or approved subcontractor attending on behalf of the Company
2d. Services: All plumbing, heating, drainage, gas, tiling, bathroom, electrical, air conditioning, or associated works
2e. Materials: Any parts, equipment, or goods supplied or fitted by the Company
2f. Agreement: A contract formed on acceptance of a quote, payment of a deposit, or commencement of works
2g. Out of Hours: Any attendance outside Monday to Friday, 8:00am to 5:00pm, including weekends and bank holidays

3. Quotes and Scope of Work
3a. All work is carried out in accordance with the agreed quotation only. Anything not explicitly listed is excluded.
3b. Quotes are based on visible and accessible conditions at the time of survey or booking. Hidden defects, concealed pipework, inaccessible areas, or unforeseen conditions discovered during works will be treated as variations and are chargeable in addition.
3c. Unless specifically included in the quote, the following are always excluded: cosmetic making good, decorating, plastering, tiling reinstatement, flooring reinstatement, boxing removal or replacement, structural works, waste removal, system balancing, leak tracing, access creation, CCTV surveys, certificates, scaffolding, and permits.
3d. Any works beyond the agreed scope require a variation to be agreed verbally or in writing before proceeding. The Company reserves the right to pause works pending variation approval.

4. Minimum Charge and Time Calculation
4a. All attended visits carry a minimum charge equivalent to one full hour of labour at the applicable rate, regardless of time actually spent on site.
4b. Time is calculated from the moment the Engineer arrives at the property address, not from the time tools are unpacked or work physically begins.
4c. Time beyond the first hour is charged in 30-minute increments unless otherwise agreed.
4d. If the Engineer attends, is unable to complete works, and must return on a separate occasion, each attendance is treated as a separate chargeable visit and the minimum one-hour charge applies to each visit independently.
4e. Aborted visits caused by the Customer, including non-attendance, inaccessible property, uncleared work areas, missing materials, or refusal to proceed, are chargeable at the minimum one-hour rate.

5. Waiting Time
5a. Time spent on site waiting for any third party is chargeable at the standard or out of hours rate as applicable. This includes but is not limited to: gas network operators (including Cadent Gas), water authorities, housing associations, local councils, landlords, tenants, delivery drivers, or any other contractor.
5b. The Customer’s instruction to the Engineer to wait on site constitutes express agreement to all additional charges incurred as a result.
5c. If waiting time is likely to exceed one hour, the Company may at its discretion leave site and return. Each attendance will be subject to the minimum one-hour charge.
5d. The Company is not responsible for third party response times and accepts no liability for delays caused by external organisations.

6. Out of Hours and Emergency Rates
6a. Any attendance outside of standard hours, being Monday to Friday 8:00am to 5:00pm, including evenings, weekends, and bank holidays, is subject to an out of hours surcharge.
6b. The applicable rate is communicated at the time of booking and confirmed before attendance. Booking an out of hours slot constitutes acceptance of the applicable rate.
6c. Emergency call-outs outside standard hours are subject to the emergency rate regardless of the nature or duration of works required.
6d. Out of hours rates apply from arrival and are subject to the same minimum one-hour charge.

7. Appointment Times and Arrival Windows
7a. All booking times and arrival windows are estimated guidelines only and are not guaranteed arrival times.
7b. The Company operates on a dynamic schedule influenced by preceding jobs, traffic, emergency call-outs, and parts availability. Estimated windows may shift as a result.
7c. The Company will make reasonable efforts to notify the Customer if running significantly late.
7d. The Customer agrees to be available, or have a responsible adult present, throughout the entire agreed window, not just at the start of it.
7e. Failure to be present or ready at the time of the Engineer’s arrival may result in the visit being marked as aborted and the minimum charge applied.
7f. Estimated arrival times are not grounds for a complaint, price reduction, or refusal to pay.
7g. Where the Customer requests a specific Engineer by name, the Company will accommodate this where possible but cannot guarantee individual availability. An alternative approved Engineer may be sent without prior notice.

8. Deposits and Booking Fees
8a. A booking deposit is required to secure a labour slot. The amount is confirmed at the time of booking.
8b. All booking deposits are non-refundable. The deposit covers slot reservation and any materials ordered in preparation for the job.
8c. If the Customer cancels within 48 hours of the scheduled start time, the full deposit is forfeited without exception.
8d. If the Customer cancels with more than 48 hours notice, a partial refund may be offered at the Company’s sole discretion, minus any materials already ordered or costs already incurred.
8e. If the Company cancels a booked visit for reasons within its control, the deposit will be refunded in full or transferred to a rescheduled date at the Customer’s choice.
8f. No works commence on deposit-required jobs until the deposit is confirmed as received by the Company. Transfer confirmations or payment references are not sufficient. Payment must clear.
8g. Payment of a deposit constitutes acceptance of these Terms and Conditions in full.

9. Payments
9a. Payment is due in full immediately upon completion of work unless staged payments have been agreed in writing.
9b. For multi-day or high-value works, staged payments are required at intervals defined in the quote. If a staged payment is not received, works will stop immediately and will not resume until the outstanding amount is cleared. The Company accepts no liability for delays or losses arising from a work stoppage due to non-payment.
9c. Late payments incur a charge of 5% of the outstanding balance for every 14 days the amount remains unpaid.
9d. In the event of non-payment, the Company may suspend works, withhold certificates, retain materials, apply late fees, and pursue recovery through legal channels. All costs of debt collection, including solicitor fees and court costs, will be added to the outstanding balance.
9e. Invoices are deemed accepted if not disputed in writing within 7 days of issue.

10. Cancellation and Short Notice Changes
10a. Cancellation or rescheduling within 24 hours of a booked appointment may incur a cancellation fee equal to the minimum one-hour charge at the applicable rate.
10b. Repeated rescheduling by the Customer may result in the Company requiring full payment upfront before confirming future bookings.
10c. The Company reserves the right to cancel or reschedule bookings due to engineer illness, emergency redeployment, or circumstances beyond its control without liability to the Customer.

11. Customer Responsibilities Before and During Works
11a. The Customer must ensure the work area is fully cleared before the Engineer arrives. This includes removal of furniture, personal belongings, floor coverings, and any other items that obstruct access.
11b. If the work area is not cleared on arrival, the Engineer may wait at the standard rate, or the visit may be rescheduled at the Customer’s cost.
11c. Where the Engineer moves items at the Customer’s express request, this is done entirely at the Customer’s risk. The Company accepts no liability for damage to items moved, whether furniture, flooring, walls, fixtures, or personal belongings.
11d. If fragile, valuable, or sentimental items are present in the work area and have not been removed by the Customer, the Company accepts no liability for incidental damage during works.
11e. The Customer must ensure a responsible adult aged 18 or over is present at the property throughout the duration of works.
11f. The Customer must provide clear, safe, and unobstructed access to all areas required for the works, including loft hatches, airing cupboards, under-sink areas, and any other relevant spaces.
11g. The Customer must ensure pets are secured away from the work area for the duration of the visit.

12. Utilities: Customer Supply and Engineer Use
Customer’s Obligation to Provide Utilities
12a. The Customer must ensure mains water, gas, and electricity are available, accessible, and in working order before the Engineer arrives.
12b. If utilities cannot be isolated or accessed due to faulty, seized, corroded, or non-existent stopcocks, isolation valves, or consumer units, any additional time or parts required to gain control are chargeable as a variation.
12c. If the Engineer cannot safely proceed due to a utility issue outside the Company’s control, the visit remains fully chargeable.
Engineer’s Right to Use Site Utilities
12d. The Engineer requires access to and use of the Customer’s water supply and electrical supply during works. This is a standard working requirement and is not optional.
12e. Use of utilities includes but is not limited to: filling and flushing systems using mains water, using electrical sockets for power tools, test equipment, vacuum equipment, and lighting.
12f. The Customer must ensure live electrical sockets and a functioning water supply are available at the property throughout the duration of works.
Temporary Isolation of Customer Services
12g. Where works require isolation of water, gas, or heating systems, the Customer will be given reasonable notice where practicable.
12h. The Company is not liable for inconvenience caused by temporary loss of hot water, heating, or water supply during or arising from the works.
12i. The Customer is responsible for making alternative arrangements if temporary loss of services is not acceptable.
12j. The Company will restore services as soon as practically possible. Specific timeframes cannot be guaranteed, particularly where additional parts are required or system conditions dictate otherwise.
12k. Where systems are temporarily isolated and recommissioned, minor airlocks, pressure adjustments, and balancing requirements are a normal part of the recommissioning process and are not faults. Additional attendance required solely as a result of system age or condition during recommissioning is chargeable.

13. Parking, Permits, and Traffic Charges
13a. The Customer is responsible for arranging valid, safe parking for the Engineer’s vehicle at or directly adjacent to the property before the visit.
13b. In permit-controlled areas, the Customer must provide a valid visitor permit or make alternative parking arrangements before the Engineer attends. Failure to do so may result in the visit being aborted or delayed, with the minimum charge still applied.
13c. All parking costs, pay and display charges, congestion zone charges, ULEZ charges, clean air zone charges, and any penalty charges or fines incurred by the Engineer due to inadequate parking provision are the Customer’s liability and will be added to the invoice.
13d. If parking cannot be arranged and the Engineer cannot reasonably attend, the minimum charge may still apply to cover the wasted slot.

14. Leak Investigation and Trace Works
14a. A leak investigation is a diagnostic service. The Engineer will investigate what is visible, accessible, and within the agreed scope of attendance.
14b. The Company is not liable if the source of a leak or fault is located outside the agreed scope of access, including in a neighbouring property, above, below, or adjacent to the attended premises, or within a communal or third party area.
14c. Where access to a neighbouring property, communal area, or third party premises is required and cannot be obtained, the Company’s investigation visit remains fully chargeable regardless of whether the source is identified.
14d. Where the Customer instructs the Engineer to open ceilings, floors, or walls to investigate, this work is carried out at the Customer’s instruction and risk. Any making good required following investigative access is excluded and chargeable separately.
14e. If the source of a leak or fault is subsequently found to be in a third party property, the Company’s investigation fee stands. The Company carries no liability for the third party’s remedial works or costs.

15. Neighbouring Property and Third Party Access
15a. Where works require access to a neighbouring property, communal area, or third party premises, it is the Customer’s responsibility to arrange this access before the Engineer attends.
15b. The Company cannot compel access to any property it does not own or occupy. Failure to obtain third party access does not affect the chargeability of the Company’s attendance.
15c. The Company accepts no liability for delays, incomplete works, or inability to resolve a fault where third party access is refused or unavailable.

16. Boiler Servicing and Repairs: Separate Services
16a. A boiler service is a routine maintenance inspection carried out on a boiler that is in full working order at the time of attendance. It is not a diagnostic visit, repair, or fix.
16b. If the Engineer arrives to carry out a service and the boiler is found to be faulty, not firing, displaying an error code, or otherwise not functioning correctly, the service cannot be completed.
16c. In these circumstances, the Engineer will carry out a fault diagnosis instead. This is a separate chargeable visit at the applicable diagnostic or call-out rate.
16d. The Customer will be advised of findings and a separate repair quote will be provided. The service fee does not apply toward any subsequent repair cost.
16e. A service will only be completed on a boiler that is fully operational at the time of attendance. Customers are asked to confirm the boiler is working before booking a service appointment.
16f. If the Customer knowingly books a service on a non-working boiler, the visit is chargeable at the diagnostic rate regardless.

17. Existing Installations and Pre-Existing Conditions
17a. The Company accepts no liability for faults, failures, or deterioration in any existing pipework, fittings, joints, valves, radiators, tanks, cylinders, or any other component not directly installed by the Company during the current works.
17b. This includes but is not limited to: seized valves that fail when operated, joints that weep when system pressure changes, radiators that develop leaks during or after flushing, tanks and cylinders that fail when disturbed, and pipework showing age-related deterioration.
17c. The Customer accepts that any intervention on an existing system carries inherent risk due to the unknown condition of existing components, and the Company is not liable for consequential failures arising from this.
17d. Where the Engineer identifies a pre-existing issue likely to cause a problem, the Customer will be advised. If the Customer instructs works to proceed against the Engineer’s advice, all risk transfers to the Customer.

18. Power Flushing
18a. A power flush is a cleaning and maintenance procedure. The Company cannot guarantee full restoration of system performance, particularly in systems with significant existing sludge, scale, magnetite, or corrosion.
18b. Power flushing may disturb and expose latent weaknesses in radiators, joints, valves, pumps, heat exchangers, and pipework. Any components that fail during or after a flush are pre-existing faults and are not a workmanship defect.
18c. Repair or replacement of any components that fail during or following a power flush is chargeable in addition.
18d. The Customer is advised that power flushing an old or poorly maintained system carries inherent risk, and by proceeding, the Customer accepts this on an informed basis.
18e. Additional parts required as a result of findings during a flush, including pumps, TRVs, valves, or sensors, are chargeable as variations.

19. Boiler Installation and System Upgrades
19a. Where a new boiler is installed and the system is upgraded from low pressure, gravity fed, or tank fed to mains pressure, the Customer acknowledges that existing radiators, pipework, joints, and fittings may not be rated or suitable for higher operating pressures.
19b. The Company will advise on known concerns but cannot survey every joint, fitting, or length of pipework within an existing system. Any failures in existing components following a pressure upgrade are not the Company’s liability.
19c. Removal of loft tanks and associated pipework may expose structural issues, water damage, contamination, or suspected hazardous materials including asbestos lagging. Any such discoveries are treated as variations and additional works are chargeable.
19d. Existing pipework, fittings, and connections utilised as part of a new installation are incorporated at the Customer’s risk. The Company provides no warranty on existing components it has not replaced.

20. Asbestos and Hazardous Materials
20a. Where works involve access to loft spaces, ceiling voids, wall cavities, or areas with older pipe lagging, tank insulation, or ceiling and floor materials, suspected asbestos or other hazardous materials may be encountered.
20b. If suspected asbestos or hazardous material is identified by the Engineer, works will stop immediately. The Engineer will not disturb suspected asbestos under any circumstances.
20c. The attendance and any works completed up to the point of discovery remain fully chargeable.
20d. Resumption of works requires the Customer to commission an asbestos survey and provide written clearance from a qualified specialist before the Company will return to site.
20e. The costs of any survey, testing, removal, or clearance are entirely the Customer’s responsibility.

21. Making Good and Reinstatement After Works
21a. Any reinstatement required following works is excluded from the scope unless explicitly itemised in the quote. This includes plastering, painting, decorating, tiling, grouting, flooring, carpet relaying, boxing, and any other finishing or cosmetic works.
21b. The Engineer will leave the work area in a clean and safe condition but is not responsible for restoring any disturbed finishes.
21c. Where access has been created through walls, floors, or ceilings at the Customer’s instruction, reinstatement of those surfaces is the Customer’s responsibility and cost.
21d. The Company can provide a separate quotation for making good if required.

22. Customer-Supplied Materials
22a. Materials supplied by the Customer are installed entirely at the Customer’s risk.
22b. The Company provides no warranty on customer-supplied materials in respect of suitability, performance, compatibility, lifespan, or defects.
22c. If customer-supplied items cause delays, leaks, failures, or require adjustment, all additional labour is chargeable.
22d. If a customer-supplied item fails immediately or shortly after installation, labour to revisit, remove, or replace is chargeable.
22e. The Company reserves the right to refuse installation of any item deemed unsafe, non-compliant, or unsuitable.

23. Company-Supplied Materials
23a. All materials purchased by the Company specifically for a job remain the Company’s property until paid for in full.
23b. If a job is cancelled after materials have been ordered, those materials are chargeable in full regardless of whether works proceed.
23c. The Company will not return materials purchased to order. Special order items are non-refundable.
23d. Surplus materials not used on site remain the property of the Company unless explicitly agreed otherwise in writing before works commence.
23e. All removed components, old pipework, copper, and scrap materials become the property of the Company unless otherwise agreed in writing before works commence.

24. Scaffolding, Access Equipment, and Permits
24a. Where works require scaffolding, mobile elevated work platforms, specialist access equipment, or permits from local authorities or highways agencies, these are the Customer’s responsibility to arrange and fund unless explicitly included in the quote.
24b. Works will not commence until all required access equipment is in place and all necessary permits are obtained.
24c. Delays caused by the Customer’s failure to arrange access equipment or permits are chargeable at the applicable waiting time rate.

25. Landlord, Agent, and Third Party Bookings
25a. Where a booking is made by a landlord, letting agent, managing agent, or any third party on behalf of a tenant or occupant, the booking party remains liable for payment in full regardless of whether the tenant is present, cooperative, or causes delays.
25b. Access issues caused by tenants, including refusal of entry, non-attendance, or hostile behaviour, are chargeable to the booking party at the minimum charge rate.
25c. The Company will not enter a property where the occupant is hostile, refuses entry, or where safe working conditions cannot be confirmed.
25d. Where a landlord or agent instructs works and the tenant disputes or refuses, this is a matter between the landlord and tenant. The Company’s charges stand in full.

26. Subcontracting and Third Party Interference
26a. The Company reserves the right to subcontract works to vetted and approved engineers without requiring prior customer consent. All subcontracted works are carried out under the Company’s terms and to the same standard. The Customer’s contract remains with Vantage Plumbing & Heating.
26b. Any guarantee or warranty issued by the Company becomes void if another contractor, engineer, or unqualified individual interferes with, adjusts, or alters the Company’s works without prior written consent.
26c. The Company accepts no liability for failures or faults arising from third party interference with its installations.

27. System Failures and Pre-Existing Defects
27a. The Company is not responsible for failures attributable to corrosion, aged pipework, weak radiators, limescale, sludge, airlocks, faulty pumps or valves, poor previous installations, inaccessible pipework, uncontrolled leaks, or any works carried out by third parties.
27b. Pressurising old systems may expose latent leaks and weak points. This is not the Company’s liability.
27c. Where the Engineer identifies a pre-existing defect likely to affect the works or cause a subsequent failure, the Customer will be advised. Proceeding against advice transfers all risk to the Customer.

28. Secondary and Consequential Damage
28a. The Company is not liable for damp, mould, structural movement, decorative damage, or any secondary damage arising from pre-existing leaks, water ingress, system failures, or defects identified or unidentified at the time of the visit.
28b. The Company is not liable for consequential losses, loss of earnings, alternative accommodation costs, or any indirect financial loss of any kind.
28c. Total liability in all cases is limited to the value of the works carried out by the Company on the relevant job.

29. Drainage Works
29a. Jetting and drain clearing may expose damaged pipes, collapsed sections, root ingress, or pre-existing structural defects. Discovery of these conditions does not indicate a workmanship fault.
29b. The Company is not liable for reoccurring blockages caused by structural defects, root ingress, or ground movement.
29c. Sewage overspill, contamination, or external mess caused by defective drainage systems are pre-existing conditions and are not the Company’s responsibility.
29d. CCTV drain surveys are a separate service and are charged independently.

30. Testing, Commissioning, and Certificates
30a. All gas works are tested and signed off in accordance with Gas Safe regulations. All electrical works are tested in accordance with current BS7671 requirements.
30b. The Customer must be present or represented at the point of commissioning and sign-off.
30c. If the Customer refuses to allow testing or sign-off, the Company cannot issue any certificate and accepts no liability for the uncertified installation.
30d. Gas Safe certificates, building regulations notifications, electrical installation condition reports, and all other certificates or documentation are issued only upon receipt of payment in full.
30e. Withholding certificates pending payment is standard practice and does not constitute a breach of any obligation.

31. Complaints and Right to Remedy
31a. IMPORTANT: The Customer must follow this complaints process in full before escalating to any external body, including Checkatrade, Trading Standards, a solicitor, or any ombudsman.
31b. Any complaint regarding workmanship must be submitted to the Company in writing within 7 days of completion of works. Complaints raised after this period may not be considered.
31c. The Company must be given a minimum of 5 working days to acknowledge and respond to any written complaint.
31d. The Company must be given a fair and reasonable opportunity to return to site, inspect the issue, and carry out any remedial works before any third party contractor is engaged.
31e. If the Customer engages another contractor to inspect or rectify works before allowing the Company this opportunity, all warranty, liability, and any right to a refund or contribution is voided immediately and without exception.
31f. The Company will not accept liability for any costs incurred by a third party contractor engaged without the Company’s prior written consent.
31g. Invoices not disputed in writing within 7 days of issue are deemed accepted by the Customer.

32. Revisits and Workmanship Warranty
32a. The Company’s workmanship is warranted for 12 months from the date of completion, subject to all of the following conditions: payment received in full, no third party interference or customer tampering, the complaint raised in writing within the warranty period, and the full complaints process in clause 31 followed.
32b. A free revisit is provided only where an issue is demonstrated to be a direct workmanship fault within the warranty period and all conditions in clause 32a are met.
32c. Chargeable revisits include issues caused by: old or existing system components, customer-supplied parts, manufacturer defects, changes in system pressure unrelated to the Company’s works, and any issue not directly attributable to Company workmanship.
32d. Parts and materials carry the relevant manufacturer warranty only. The Company does not extend or supplement manufacturer warranties.

33. Behaviour and Site Safety
33a. The Company will not tolerate verbal abuse, threats, intimidation, harassment, or aggressive behaviour directed at any Engineer or member of staff.
33b. Where such behaviour occurs, the Engineer may leave site immediately. The visit remains fully chargeable and no refund will be given.
33c. If unsafe conditions are present at the property, including unsecured dogs, known hazards, intoxicated individuals, or any other condition deemed unsafe, the Engineer may refuse attendance or leave site. The booked slot remains chargeable.

34. Photography and Site Documentation
34a. Engineers may photograph and video site conditions on arrival, during works, and at completion as a record of condition and workmanship.
34b. These records are retained by the Company and may be used in the event of a dispute.
34c. By accepting these Terms, the Customer consents to photography and video documentation of the property and works for these purposes.

35. Force Majeure
35a. The Company is not liable for delays or failure to perform caused by circumstances beyond its reasonable control, including but not limited to severe weather, supply chain disruption, engineer illness, road closures, or national emergencies.

36. Waste Disposal and Removed Materials
36a. Waste removal is not included in any quote unless explicitly stated. Waste disposal will be charged separately if required.
36b. All removed components, old pipework, copper, and scrap materials become the property of the Company unless otherwise agreed in writing before works commence.

37. VAT
37a. All prices are exclusive of VAT unless stated otherwise. VAT is applied at the prevailing rate and shown on all invoices.
37b. VAT No: 392 8946 37

38. Governing Law
38a. These Terms are governed by and construed in accordance with the laws of England and Wales.
38b. Any disputes arising under these Terms will be subject to the exclusive jurisdiction of the courts of England and Wales.

Contact

Vantage Plumbing & Heating Limited

Croft Chambers, 11 Bancroft, Hitchin, Hertfordshire, SG5 1JQ

Tel: 01462 506 374  |  Emergency: 07713 161 513

Email: info@vantageplumbingandheating.co.uk

www.vantageplumbingandheating.co.uk