Vantage Plumbing & Heating - Service terms & conditions
1. Introduction
1.1. These Terms & Conditions apply to all services provided by Vantage Plumbing & Heating (“the Company”).
1.2. By booking, accepting a quote, paying a deposit, or allowing work to start, the Customer agrees to these Terms.
1.3. No verbal agreement overrides these Terms unless confirmed by the Company in writing.
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2. Definitions
• Company – Vantage Plumbing & Heating
• Customer – The individual or business engaging the Company
• Services – All plumbing, heating, drainage, gas, tiling, bathroom, or associated work
• Materials – Any parts, equipment, or goods supplied or fitted
• Agreement – A contract formed on acceptance of quote, paying a deposit, or commencing work
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3. Scope of Work
3.1. Work will be carried out only as per the agreed quotation.
3.2. Unless specifically listed, Services do NOT include:
• cosmetic making-good
• decorating
• rectifying existing installation faults
• structural works
• waste removal
• system balancing
• leak tracing
• access creation (floor lifting, boxing removal)
• CCTV drain surveys
• supply of certificates unless quoted
3.3. Quotes are based on visible conditions. Hidden issues (rot, corrosion, damaged pipes, weak valves, poor installs, blocked drains, structural defects) will require additional charges.
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4. Customer-Supplied Materials
4.1. Customer-supplied materials are fitted entirely at the Customer’s risk.
4.2. The Company provides no warranty on:
• suitability
• performance
• compatibility
• lifespan
• defects or failures
4.3. If customer-supplied items cause delays, leaks, breakages or require adjustments, all additional labour will be chargeable.
4.4. If a customer-supplied item fails immediately or soon after installation, labour to replace or revisit is chargeable.
4.5. The Company reserves the right to refuse installation of unsafe or non-compliant products.
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5. Payments
5.1. Payment is due immediately upon completion of the work.
5.2. For multi-day works, staged payments may be required.
5.3. Late payments incur a 5% charge every 14 days.
5.4. If payment is not made, the Company may:
• suspend work
• withhold certificates
• withhold materials
• apply late fees
• pursue recovery through legal channels
5.5. All costs of debt collection will be added to the outstanding balance.
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6. Deposits
6.1. Deposits are non-refundable unless agreed by the Company.
6.2. Deposits secure labour slots and materials.
6.3. If the Customer postpones or delays the start date, the Company may charge additional fees.
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7. Variations & Additional Works
7.1. Any changes, requests, hidden defects, or unforeseen issues will be treated as a variation.
7.2. Variations must be verbally or digitally approved and are chargeable.
7.3. Refusal to approve a variation may result in paused or incomplete work.
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8. Waste Disposal & Scrap
8.1. Waste removal is NOT included unless specifically stated in the quote.
8.2. Waste disposal will be charged separately.
8.3. All removed items, pipework, copper and materials become the property of the Company unless agreed otherwise.
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9. Access, Parking & Site Conditions
9.1. The Customer must provide:
• clear access
• parking/permits
• safe working space
• electricity and water
• removal of clutter and items from work areas
9.2. The Customer will be charged for:
• parking costs
• parking fines resulting from lack of permits/instructions
• delays caused by blocked access
9.3. If unsafe conditions exist (dogs loose, hazards, abusive behaviour, intoxicated persons) the Company may leave site — attendance remains chargeable.
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10. System Failures & Pre-Existing Defects
10.1. The Company is not responsible for failures due to:
• corrosion
• old pipework
• weak radiators
• limescale
• sludge
• airlocks
• faulty pumps or valves
• poor previous installation
• inaccessible pipework
• uncontrolled leaks
• illegal or unsafe works by 3rd parties
10.2. Pressurising old systems may expose leaks — this is not the Company’s liability.
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11. Drains & Drainage Works
11.1. Jetting may expose damaged pipes, collapsed sections, or defects — these are pre-existing issues.
11.2. The Company is not liable for reoccurring blockages caused by structural defects.
11.3. Sewage overspill, contamination, or external mess caused by defective drainage systems are not the Company’s responsibility.
11.4. CCTV surveys are charged separately.
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12. Power Flushing
12.1. Power flushing cannot guarantee full restoration.
12.2. Weak radiators, joints, or pipework may fail — this is not a workmanship fault.
12.3. Additional parts required (pumps, TRVs, valves, sensors) are chargeable.
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13. Bathroom, Tiling & Silicone
13.1. Substrate movement is not the Company’s liability.
13.2. Silicone is a maintenance item and not guaranteed.
13.3. Natural stone and tiles may crack or discolour — this is normal.
13.4. Reusing existing fixtures is at the Customer’s risk.
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14. Machinery, Tools & Working Conditions
14.1. The Customer must allow safe use of machinery (jetters, vacuums, drills, saws, testing equipment).
14.2. The Company is not liable for:
• noise
• dust
• vibration
• temporary disruption to water/heating
14.3. Customers must protect furniture and flooring before work begins.
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15. Aborted Visits & Customer Delays
15.1. A call-out or booked slot becomes chargeable if:
• the Customer is not present
• access is obstructed
• work cannot be carried out due to Customer actions
• customer-supplied materials are missing/incorrect
15.2. Rescheduling may incur charges.
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16. Revisit & Recall Policy
16.1. A revisit is free ONLY when the issue is a direct workmanship fault.
16.2. Chargeable revisits include issues caused by:
• old systems
• customer-supplied parts
• manufacturer failures
• changes in system pressure
• leaks unrelated to original work
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17. Liability
17.1. The Company is not liable for:
• consequential losses
• loss of earnings
• damage caused by leaking, faulty or aged systems
• any issue not directly caused by Company workmanship
• delays due to supply chain issues
• disturbances caused by water shut-off
17.2. Total liability is limited to the value of the work carried out.
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18. Abuse, Harassment & Behaviour
18.1. The Company will not tolerate verbal abuse, threats, harassment, or intimidation.
18.2. The Company may leave site immediately — visit remains chargeable.
18.3. No refunds will be given where abusive behaviour occurs.
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19. Third Party Interference
19.1. The guarantee becomes void if:
• another contractor interferes with or alters our work
• customer tampers with installed items
• recommended works are refused
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20. Force Majeure
The Company is not liable for delays caused by events beyond its control (weather, supply issues, illness, emergencies).
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21. VAT
All prices exclude VAT unless stated. VAT is added at the prevailing rate.
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22. Governing Law
These Terms are governed by English law.
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23. Contact
Vantage Plumbing & Heating
01462 506 374
07713 161 513
info@vantageplumbingandheating.co.uk