Terms and conditions

Draft. These terms are being checked and may change. Until then, the terms printed on your quote are the ones that apply to your job.

These terms apply to the work Rhyder Clash Plumbing & Heating Ltd ("we", "us") quotes for and carries out for you. Your quote sets out the work, the price and anything particular to your job; these terms cover everything else. If your quote and these terms say different things, the quote wins. If you have any questions, email [email protected] or call 07572 986 613.

Nothing in these terms affects your legal rights as a consumer.

1. Quotes

A quote is valid for 21 days from its date, unless it says otherwise.
It covers the work and materials it lists. Anything else, or anything we find once work starts that we couldn't have seen before (hidden pipework, an existing fault, work needed to bring an old system up to current regulations), we'll explain and price before we do it.
A price marked as an estimate (for example, radiators you haven't chosen yet) is confirmed once you've decided.

2. Accepting a quote

You accept a quote by replying to tell us, or by signing and returning its acceptance section. That forms the contract between us, on the quote and these terms. We'll then confirm a start date once the deposit (section 4) is paid.

3. Your right to cancel within 14 days

If you accept our quote at your home, by phone, by email or online, the law gives you 14 days from the day you accept to cancel, for any reason, and get back anything you've paid.

To cancel, tell us clearly by email or phone, or use the form at the end of these terms.
We won't start work within the 14 days unless you ask us to. If you do ask, and then cancel within the 14 days, you'll pay for the work done up to then, and for materials made or ordered specially for your job that can't be returned.
After the 14 days, section 5 applies.

4. Payment

Unless your quote says otherwise: 50% of the quoted price to secure a start date; 25% seven days before the start date; and the remaining 25% when the installation is finished.
Smaller jobs, repairs and call-outs are invoiced when they're done.
Invoices are due within the time shown on them. Please quote the quote or invoice number when you pay. Our bank details are on every quote and invoice.
If an invoice isn't paid when it's due, we may charge interest and recovery costs as the law allows for late payment, and we may hold back the guarantee in section 9 until it's paid.

5. Cancelling or moving a job after the 14 days

Once the 14 days in section 3 have passed:

Boilers and hot water cylinders: if you cancel within 7 days of the start date, we keep £750 of your deposit.
Bathrooms, shower rooms and cloakrooms: if you cancel within 28 days of the start date, we keep £1,000 of your deposit.
Materials already ordered: we may charge the supplier's restocking charge, or the full price of anything that can't be returned.
These amounts cover the costs we've already incurred and the work we've turned away to keep your date. If they're more than our actual loss, we'll charge only our actual loss.
If you need to move your start date, tell us as soon as you can and we'll find the next date we can.

6. Material prices

Material prices can change between the quote and the work. If a price has gone up when we order or collect your materials, we'll tell you as soon as we know, and the difference is added to the final balance. If an increase would change your total by more than 10%, you can choose to cancel the affected part of the work instead, without a charge for that part.

7. Materials you supply

Materials you buy yourself are your responsibility. We aren't responsible if they're wrong, damaged or faulty.
Time spent replacing, returning or repairing them, including travel to a supplier, is charged at our standard hourly rate.
If they aren't compatible with the work, we'll adapt the work where we can, and any extra labour or materials are charged.
We can't give our workmanship guarantee on the parts themselves.

8. Your home, access and existing fittings

Please give us safe access to the property, water, electricity and somewhere to work, and clear the work area of valuables and fragile items.
If we can't get in on the agreed day, or the work can't go ahead because of something we couldn't have known about, we may charge for the wasted visit.
We aren't responsible for existing fittings or pipework that aren't part of the work we're doing but are connected to it, if they fail because of their age or condition. For example, if we replace a shower pump and the old shower valve then fails. We'll always tell you if we see something that worries us.

9. Guarantees and warranties

Our workmanship: we guarantee our workmanship for one year from completion. If something we installed fails because of our workmanship, we'll put it right free of charge. If we find the cause is a faulty part rather than our work, see manufacturers' warranties below.
Manufacturers' warranties: parts and appliances come with the manufacturer's own warranty, which is between you and the manufacturer once installed. We register boilers with the manufacturer where that's needed for the warranty, and we leave all paperwork at the property. Keeping an extended warranty valid (for example, by having the boiler serviced every year) is up to you.
If a part fails within its manufacturer's warranty, please contact the manufacturer. If they send a replacement, we can come back to fit it; the labour is charged at our standard hourly rate unless the fault is in our workmanship.
Exclusions: we don't give a warranty on products installed in unheated spaces, or in garden offices or cabins.
These guarantees are in addition to your legal rights. The law requires our work to be done with reasonable care and skill, and the goods we supply to be of satisfactory quality, fit for purpose and as described.

10. Our responsibility to you

We're responsible for loss or damage you suffer that's a foreseeable result of our breaking these terms or not using reasonable care and skill. We aren't responsible for loss that wasn't foreseeable, or for business losses. Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, or anything else the law doesn't allow us to limit.

11. Complaints

If you're unhappy with our work, please tell us first so we can put it right. Our complaints procedure explains how we deal with a complaint.

12. Your information

We use your personal information as our privacy policy explains.

13. The law

These terms are governed by the law of England and Wales, and either of us can bring a claim in the courts of England and Wales (or of Scotland or Northern Ireland if you live there).

Cancellation form

If you want to cancel within the 14 days in section 3, you can copy this, fill it in and email it to [email protected]. You don't have to use it.

To Rhyder Clash Plumbing & Heating Ltd, 88 Winchester Road, Whitchurch, Hampshire RG28 7HP, [email protected]:

I give notice that I cancel my contract for the following work: ____________________

Quote number: __________ Accepted on: __________

Name: ____________________ Address: ____________________

Signature (if sent on paper): __________ Date: __________

Rhyder Clash Plumbing & Heating Ltd, a company registered in England and Wales (company number 14334239), at 88 Winchester Road, Whitchurch, Hampshire RG28 7HP.