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Terms & Conditions

Interpretation
For the purpose of these terms & conditions the following words shall have the following meanings:
(a) “The Company” shall mean PLW Plumbing & Heating.
(b) “The Customer” shall mean the person or organisation for whom the Company agrees to carry out
works & or supply materials.
(c) The Operative or Engineer shall mean the representative appointed by the Company.
Quotations
1) Any quotation is subject to acceptance within 30 days. If the customer requests postponement of the start
of installation, one month or longer after PLW Plumbing & Heating is ready to proceed, PLW Plumbing &
Heating reserve the right to withdraw the quotation.
2) You personally will be deemed to be our customer unless it is made clear to us who the customer is and
we have confirmation that you have to right to instruct us on their behalf.
3) The Company shall not be under any obligation to provide an estimate to the Customer and shall only be
bound (subject as hereinafter) by estimates/quotes given in writing to the Customer. The Company shall not
be bound by any estimates/quotes given orally or in which manifest errors occur.
4) If the installation work has to be suspended or varied at the Customers request, or if the Customer
requires work on the system to be carried out outside of normal working hours, the Company shall be
entitled to make a reasonable additional charge for the extra cost incurred.
5) In the event that during the course of the work Asbestos or any substance of a hazardous or potentially
hazardous nature is discovered, PLW Plumbing & Heating will comply with local or national regulations, or
other requirements that may need to be observed before work continues.
If this results in additional work over that which the quote or estimate is given to cover, an additional charge
may be made. However, if the appropriate course of action is for the material to be left in place without
alteration or additional work, the Company will not be responsible for any work involved in removal, should
this be required, the Customer will be responsible for leaving the working area safe.
6) Where the date and/or time for works to be carried out is agreed by the Company with the Customer, then
the Company shall use its best endeavours to ensure that the operative shall attend on the date & at the time
agreed. However, the Company accepts no liability in respect of the non-attendance or late attendance on
site of the operative/engineer or for the late or non-delivery of materials.
7) PLW Plumbing & Heating accepts no liability for any delay in completing the work due to circumstances
beyond our control. Appointments are given in good faith, of which we try to keep.
8) Any quotation is given and the installation undertaken by the Company on the condition that any
necessary licenses, authorities or permissions, including the consent of the Landlord or Local Council, are
first obtained by the customer.
9) The Customer will give unrestricted access to the house and grounds in order that the installation work
may be undertaken. PLW Plumbing & Heating reserves the right to make additional charges for such delays.
10) On agreeing to any quotation the Customer accepts that there may be unforeseen circumstances and
works that may not be apparent at the time of our survey.
Remedial of these works shall become chargeable if undertaken by the Company.
Materials
1) Collection of non-stock items is chargeable but:
(a) Time must be kept to a minimum and reasonable.
(b) The Customer must be informed wherever possible when the operative leave the premises.
(c) If the collection time is likely to exceed 30 minutes the customer must be additionally informed of the
circumstances.
2) All PLW Plumbing & Heating materials whilst on the Customers premises whether fixed or unfixed are at
the sole risk of the customer. The Company expects the Customer to take reasonable care in protecting such
items.
In the event of any materials being damaged, destroyed or stolen due to negligence, PLW Plumbing &
Heating will pursue full repayment. Also for any materials/work removed, damaged or destroyed, whilst in the
Customers care the cost of replacing any such materials or reinstating/ restoring such works shall be
charged as an extra.
3) The Customer shall not be responsible for any loss occasioned solely by the negligence of the Company’s
employees or contractors.
4) If the Customer supplies their own materials they will be responsible for any missing parts or faults. The
Company reserves the right to charge for any extra time incurred.
5) If you instruct us to do works or buy materials and then cancel, we reserve the right to charge you for the
cost of any time and materials incurred by us. Charges will be those of our normal terms and conditions.
6) Title to Goods. Goods supplied and delivered by us to you, or your premises shall remain our property
until paid for by you in full. Whilst goods remain our property (we continue to have title over them) we have
the absolute authority to retake, sell or otherwise dispose of all or any part of these goods.
Liabilities
1) The Customer shall be solely liable for any hazardous situation in respect of GAS SAFE Regulations or
Gas Warning Notice issued.
2) The Company shall not be held liable or responsible for any damage or defect resulting from work not fully
guaranteed or where recommended work has not been carried out. Work will not carry a guarantee where
the Customer has been notified by the operative either verbally or indicated in ticked boxes or in Comments/
Recommendations of any other related work which requires attention.
3) Where the Company agrees to carry out works on installations of inferior quality or over 15 years old at
that date no warranty is given in respect of such works & the Company accepts no liability in respect of the
effectiveness of such works or otherwise.
4) The Company shall be entitled to fully recover costs or damages via an insurance claim from any persons/
engineer/contractor whose negligence or faulty workmanship results in the Company being made liable for
those damages or rectification of the work.
5) The Company shall only be liable for rectifying works completed by the Company and shall not be held
responsible for ensuing damage or claims resulting from this or other work overlooked or subsequently
requested and not undertaken at that time.
6) Prior to commencement of work involving gas appliances, the existing gas supply will be subject to a
Tightness test to check for compliance with Gas Safety Regulations. Any faults found will be advised to the
Customer and any rectification works required may be subject to additional charges.
7) Should the works include a Power-flush or Mains flush of the existing heating system, it must be pointed
out that, whilst this treatment is generally harmless, depending on the condition of the existing components
the process may find weaknesses in the system. Should any such problems be encountered, then any
rectification works required may be charged at extra cost.
8) Should the works include a new boiler / water heater unit connected to an existing heating system, the
Customer should be aware that the higher pressures used by this new type of boiler may find weaknesses in
the existing system. Any repairs required in this respect are not included in any Quotation.
Guarantees
1) Work is guaranteed only in respect of work directly undertaken by PLW Plumbing & Heating & payment in
full has been made. Any non-related faults arising from recommended work that has not been undertaken by
the Company will not be guaranteed.
PLW Plumbing & Heating shall not be held liable or responsible for any damage or defect resulting from work
not fully guaranteed or where recommended work has not been carried out. Work will not carry a guarantee
where the customer has been notified by the operative either verbally or indicated in any other related work
that requires attention.
2) Where PLW Plumbing & Heating agrees to carry out works on installations of inferior quality or over 15
years old at that date no warranty is given in respect of such works and the Company accepts no liability in
respect of the effectiveness of such works or otherwise.
3) The Guarantee shall be for labour and otherwise un-warrantied materials in respect of faulty workmanship
for 12 months from the date of completion with the manufacturer’s warranty in force. The Guarantee will
become null and void if the work/appliance completed/supplied by the Company is:
i) Subject to misuse or negligence.
ii) Repaired, modified or tampered with by anyone other than a Company operative. The Company will
accept no liability for, or guarantee suitability, materials supplied by the Customer and will accept no liability
for any consequential damage or fault.
b) The company will not guarantee any work in respect of blockages in waste and drainage systems etc.
c) The company will not guarantee any work undertaken on instruction from the customer & against the
written or verbal advice of the operative/engineer.
d) Work is guaranteed only in respect of work directly undertaken by the company and payment in full has
been made. Any non-related faults arising from recommended work which has not been undertaken by the
company will not be guaranteed.
4) We have a 12 month complete peace of mind guarantee period of our labour and the duration of the
manufacturers guarantee for all parts or equipment supplied by us. If you are not satisfied with our work, you
must contact us, in writing, within 12 months of finishing the work and let us come and inspect the work and
carry out the necessary remedial work at our expense.
5) You agree that if you do not contact us within 12 months we shall have no liability. You agree to let our
insurers inspect any works carried out by us.
6) Boiler and unvented hot cylinder manufacturers guarantees are only kept valid when serviced annually by
an adequately qualified engineer. It is not our responsibility to remind you to service them each year.
Prices
1) HOURLY RATE WORK. The total charge to the Customer shall consist of the cost of materials supplied
by the Company, the amount of time spent by the Operative(s) in carrying out works (including all
reasonable time spent in obtaining un-stocked materials) charged in accordance with the Company’s
current hourly rates and all travelling time to and from the job, calculated from the Company’s Head
Office to the Customer’s property. The Customer shall only be charged for the time spent related to the
Customer’s work. All charges are subject to VAT at the prevailing rate except in cases where the work
carried out is reduce or zero rated. The minimum charge is one hour, charged in increments of 30
minutes thereafter.
2) FIXED PRICE WORK shall be given as a firm cost, (manifest errors exempted) including Labour and
Materials, and shall be within 10% over and above the equivalent total hourly rate cost. All costs are plus
VAT at the prevailing rate.
Invoices and Payment
1) Upon delivery to the Customer, all final invoices are due for payment within 14 days.
2) Any part of that invoice which remains unpaid shall carry interest at the rate of 4.0% above base rate until
payment in full is received by the Company.
3) All reasonable charges suffered by the Company in the collection of any outstanding debt will be added to
the Customer’s account with prior written notice.
4) A partial interim invoice may be issued by the Company to the Customer if the duration of any works
exceeds 3 weeks in total and will be due for payment upon delivery to the Customer.
5) A deposit invoice may be issued for any materials that need to be ordered in advance of commencing
works and will be due for payment within 7 days of delivery to the Customer.
6) No retention of payments shall be held by the Customer unless agreed in written prior to the
commencement of works.
Complaints
All complaints should initially be sent in writing to PLW Plumbing & Heating, should we be unable to rectify
your grievances then you are able to raise your complaint to The Association of Plumbing and Heating
Contractors Ltd (APHC) Their guidelines are as follows
1) First action in the event of a complaint
In the event that you are dissatisfied with the work undertaken by an APHC member (PLW Plumbing &
Heating) your first action should be to raise the matter in writing with the member firm, in order to provide
them with the opportunity to fully consider your complaint.
2) If your complaint remains unresolved
If you feel that your complaint has not been adequately dealt with by the APHC member firm as a result of
submitting your complaint, then we operate an independent dispute and conciliation process aimed at
resolving your complaint. All complaints must be submitted to APHC on our complaint notification form and
any supporting evidence must be provided with this form including quotation/ estimate details, detail of
contact with the member firm etc. Copies of the complaint notification form can be obtained by contacting us
on 0121 711 5030 or info@aphc.co.uk
3) Details of complaints that we will investigate
APHC will investigate complaints under its complaints process relating to the following –
• Installation defects where a lack of technical competence shown by the installation business is an
issue (please note that we are not able to deal with complaints relating to product defects that are
outside the manufacturer warranty period)
• Disputes of a contractual nature between contractor and client (please note that APHC is not able to
provide comment on the price or cost of work undertaken)
4) The complaint investigation process
On receipt of your complaint notification form together with any supporting evidence we will review the
complaint details forwarded and undertake a fair and balanced investigation. In progressing the complaint we
may seek feedback from the member firm on the details of the complaint forwarded and where necessary we
may require to undertake a technical inspection of the work undertaken. Should a technical inspection be
necessary a mutually convenient date will be agreed with you in advance and we may require a
representative of the member firm in attendance. Please note that this inspection is only to observe and
report findings, no adjustment or alteration of work will take place and the inspection does not constitute a
system safety check.
On completion of the complaint investigation process we will communicate our findings and proposed actions
to resolve the complaint to both parties.
5) If the complaint reveals defective work
Should our complaint findings indicate defective work then we will issue a notice to the member firm to carry
out remedial work within a fixed timescale (please note that we can only instruct the member firm to carry out
remedial work, should you wish for them not to undertake this work then the complaint cannot be progressed
further). If the work is carried out by an APHC competent persons scheme member, in the event that the
member fails to respond to a notice to undertake rectification work arising from a complaint then the
Financial Protection Scheme may assist with rectifying the work.
In the event that our complaint investigation reveals deficiencies in relation to non-compliance with
regulations or safety, or the member firm fails to carry out requested remedial work following our complaint
investigation then disciplinary action will be progressed against the member firm. Such action could include
expulsion from membership.
6) What if I do not agree with the APHC findings
In the event that you do not agree with the APHC investigation findings then a right of appeal will be offered
to you. An appeal can be made on an APHC decision by forwarding written grounds for the appeal within 14
days of our decision being made to the Certification Manager, APHC, 12 The Pavilions, Cranmore Drive,
Solihull, B90 4SB. The appeal will be independently considered and the findings of the appeal panel
communicated to you, the findings of the appeal panel will be final.
21) Jobs are based on an hourly rate. The total charge to the Customer shall consist of materials supplied by
the Company and the amount of time spent by our operative carrying out the works (including all reasonable
time spent in obtaining materials). Jobs are charged by the whole hour for the first hour and then in half hour
increments .
All charges are subject to VAT at the prevailing rate except in cases should the work carried out is zero rated
Governing law
1) On agreeing to any quotation the Customer accepts that there may be unforeseen circumstances and
works that may not be apparent at the time of our survey.
Remedial of these works shall become chargeable if undertaken by the Company. These terms and
conditions may not be released, discharged, supplemented, interpreted, varied or modified in any manner
except by an instrument in writing signed by our duly authorised representative and you. Our terms and
conditions shall prevail over any terms and conditions used by you or contained, set out or referred to in any
documentation sent to us by you. By entering into a contract with us you agree irrevocably to waive the
application of any of these terms and conditions.
2) These terms and conditions and all contracts awarded between us and you shall be governed and
construed in accordance with English Law and shall be subjected to the exclusive jurisdiction of the English
Law.
3) Extended warranties/ Free Services shall be withdrawn at the Company’s discretion should payment in full
not be received as cleared funds within 14 days of completion of works.
• a) All work will adhere to the latest industry standards and guidelines.
• b) We reserve the right to refuse or decline to undertake any work.
• c) We reserve the right, at our absolute discretion, to choose who will represent us.
• d) Title to Goods. Goods supplied and delivered by us to you, or your premises shall remain our
property until paid for by you in full. Whilst goods remain our property (we continue to have title over
them) we have the absolute authority to retake, sell or otherwise dispose of all or any part of these
goods.
4) We take the utmost care over your contact details and no details are shared with anyone else other than
within PLW Plumbing & Heating.
Please see our Privacy Policy for full details which is displayed on our website. www.plw-plumbing.com