Terms and Conditions

Please read the following terms & conditions carefully as they will tell you everything you need to know about the agreement you will enter into once you accept a quotation for Hartnell’s Plumbing and Heating to perform any work on your behalf. If you are uncertain as to your rights under them or you would like any explanation about them, please contact us via email or telephone

Update

Your invoice along with any gas certificates or service sheets will be completed digitally and forwarded on to your e-mail. If you would like your paperwork printed out and posted, an additional £1.75 will be added to your invoice to cover our costs.

Payment

We do not accept cheques as a form of payment. Payment is due within 7 days of the invoice date, unless otherwise agreed upon in advance.

Cancellations / no access

If you no longer require a visit from us or will not be available to allow access, please cancel your appointment or rearrange. Appointments that are not cancelled 24 hours prior to the visit booked will be charged at 50% of 1st hour standard visit rate or day rate depending on work booked.

1. The price quoted is open for acceptance within 30 days providing that the work can be commenced within 60 days and subject to 40% deposit for non account holders or special requirements (excluded quotes for repairs to gas appliances or central heating), both periods being from the date of the quotation. If you decide that you would like us to commence work after this time, we will let you know if there has been a change in the price requiring a revised quotation and the reasons why.

2. Hartnell’s Plumbing and Heating shall quote the cost of installing/repairing central heating equipment or gas appliances as discussed with you and/or specified in the quotation form. Once you have accepted this quotation Hartnell’s Plumbing and Heating undertake to carry out all the work necessary to complete the work described in our specification and this quotation subject to the conditions below.

3. Hartnell’s Plumbing and Heating will carry out the whole of the work specified in this quotation at the price quoted but any variation or additional requested by you and carried out by Hartnell’s Plumbing and Heating including variations the necessity of which becomes apparent after work commences, will be subject to an additional charge. We will need to assess your home at all times during installation/repair.

4. The time estimate provided for completion of installation is our best estimate of the likely time scale prior to commencement of the installation, and we cannot accept liability for any cost, losses or expense of whatever nature incurred by you as a result of any reasonable delays.

5. The price specified in the quotation does not include the price of removing any dangerous waste material such as asbestos found when installing/repairing/maintaining your central heating/ gas appliance. This will be subject to an extra charge. If you are a tenant, you may need your landlord's permission to carry out the work covered by this quotation/invoice. Hartnell’s Plumbing and Heating will assume that you have obtained such permission. Hartnell’s Plumbing and Heating shall not have any liability for any loss or damage however arising from failure to obtain such permission.

6. Your order is accepted subject to the condition that you are responsible for ensuring that there is an adequate gas supply to the dwelling prior to the commencement of the work. We can put you in touch with Cadent to arrange this if necessary. Where Hartnell’s Plumbing and Heating states "fitted to point" it means to a suitable gas point within 1.5 metres of the position to which the appliance is to be fitted. Any extra pipe work or alterations to fire openings, flue, cabinetry etc. will be at extra cost to you. Where such a supply is not laid or fire openings or cabinetry require alteration to enable work to commence within 60 days of the date of the quotation, Hartnell’s Plumbing and Heating reserve the right to cancel your order and Hartnell’s Plumbing and Heating shall not have any liability for any costs, loss or damage arising from such a cancellation.

7. All fitted furniture, carpets, linoleum and special types of flooring, for example, tongue and groove parquet, hardwood, rubber or tiled floors must be removed as required by Hartnell’s Plumbing and Heating and you shall be responsible for their replacement when the work is completed. In many cases, this removal and replacement is best left to a specialist contractor and you should seek advice accordingly.

8.The work will be executed in a professional and workmanlike manner, but Hartnell’s Plumbing and Heating cannot be held liable for any damage unavoidably caused to decorations, fittings and the like as a result of installing/maintaining any new or existing equipment as specified in the quotation or removing, replacing or disturbing existing pipe work, appliances, tanks, cylinders or other fixtures and fittings.

9. Where Hartnell’s Plumbing and Heating needs to connect new equipment to your existing central heating system it shall not be liable for any breakdown or poor performance of or damage caused to your existing system as a result of faulty pipe work or some other defect or malfunction of your central heating system. Further Hartnell’s Plumbing and Heating cannot accept liability for any deterioration in the performance of the central heating system caused by fluctuations in the water pressure provided by your water supplier.

10. Hartnell’s Plumbing and Heating shall not have any liability for any failure to perform its obligations under this quotation/invoice if it is prevented from doing so by causes reasonably beyond its control, including unforeseen circumstances, such as industrial disputes, strikes, lock-outs, fire, accidents, illness, vehicle breakdown, war or problems with the fabric of the building including the roof, or problems with goods being delivered on time by a third party etc. Hartnell’s Plumbing and Heating shall not have any liability for any indirect, special or consequential loss or damage or loss of profit with the exception of damage for death or personal injury. Further, should any additional work required be discovered once work begins, you will be responsible for meeting the costs of such work on agreement.

11. To complete your central heating/gas appliance installation/maintenance/repair as quickly as possible, Hartnell’s Plumbing and Heating may need to use sub-contractors. Hartnell’s Plumbing and Heating, to ensure high standards of work approves each sub-contractor. For your security, all contractors will carry identity cards.

12. All work carried out by Hartnell’s Plumbing and Heating, carries a full 12 months workmanship guarantee (only where materials are supplied by Hartnell’s plumbing and heating), except servicing/maintenance/repair work which is guaranteed for 28 days. This guarantee is backed by Hartnell’s plumbing and heating.

13. Should you cancel your order at any time prior to the commencement of the work, Hartnell’s plumbing and heating will retain the deposit as a contribution towards any costs which it has incurred or the cost of parts.

14. A quotation /invoice/ cannot be varied except in writing by Hartnell’s Plumbing and Heating.

15. Payment is due upon immediate completion of the work unless prior written agreement with Hartnell’s Plumbing and Heating. Failure to pay or settle the account on time could result in Hartnell’s Plumbing and Heating exercising their right to pursue payment through the courts including any additional costs as associated with this.

16. Hartnell’s Plumbing and Heating will endeavour to reach you within your 3 hour time slot. We cannot be held responsible for missed appointments or late arrival to appointments due to unforeseen circumstances as described in 10 above.

17. If the customer is not present during the work we will call on the telephone number provided to us as soon as the engineer reaches the premises. We will not commence work until we receive confirmation to proceed from the customer. The engineer will wait a maximum of 30 minutes dependant on circumstances and work load. The engineer or a representative from Hartnell’s Plumbing and Heating will call the client as soon as the work is completed. The customer is liable for the first hours charge plus charges every quarter of an hour from the time of commencement until the point of completion. If the client is unattainable the client is liable for the quarterly hour charge payment every 15 minutes until contact can be made. *

17a

COMPLAINTS POLICY

We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied.

To ensure we are able to put things right as soon as we can, please read out complaints procedure below and we will respond promptly to ensure complete satisfaction.

As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried-out to our usual high standards.

In the unlikely event there is anything you are not completely satisfied with, please contact us as soon a you can in order that we can rectify any problems as soon as possible.

Either call us on 07792172243, or email us at Hartnells.plumbing@outlook.com. We aim to respond within 7 days of receiving your complaint and ,where possible, will provide you with a date to remedy any issues raised.

17b Nothing in these terms and conditions seeks to limit a consumer's statutory rights under the Consumer Rights Act 2015 or any right to cancellation under the Consumer Contracts (etc.) Regulations 2013.

18. If you have any questions about our terms and conditions please do not hesitate to contact us.