Terms & conditions

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These Terms & Conditions apply to work carried out by BP Plumb & Heat (“we”, “us” or “our”) for the customer (“you” or “your”). By accepting a quotation, instructing us to carry out work, or allowing work to commence, you agree to these Terms & Conditions.

1. Quotations

Unless otherwise stated, quotations are valid for 30 days from the date of issue.

Quotations are based on the information and site conditions reasonably available to us at the time. If additional work becomes necessary because of hidden defects, inaccessible services, incorrect information, unforeseen site conditions or other matters that could not reasonably have been identified beforehand, we will discuss any additional work and costs with you before proceeding where reasonably practicable.

Any work not specifically included within our quotation will be treated as additional work and may be charged separately.

2. Estimates

Where an estimate rather than a fixed quotation is provided, the final price may vary depending on the actual labour, materials and circumstances encountered during the work.

We will endeavour to inform you if it becomes apparent that the final cost is likely to materially exceed the estimate.

3. Deposits & Materials

We may require a deposit or advance payment before ordering equipment, materials or commencing work.

Special-order, bespoke or customer-specific items may require payment in full before ordering.

Where permitted by law, costs already incurred for specifically ordered or bespoke materials may be non-refundable if you cancel the work.

4. Payment

Payment terms will be stated on the quotation or invoice.

Unless otherwise agreed, payment is due on completion of the work or within the payment period stated on the invoice.

Larger projects may require staged payments. These will be detailed in the quotation.

We reserve the right to suspend further work where an agreed payment becomes overdue, subject to our legal obligations.

For business customers, we may exercise our statutory rights to charge interest and recovery costs on overdue commercial debts.

5. Additional Work

Any additional work requested by you or required because of circumstances outside the original scope will be charged separately.

Where possible, we will explain the additional cost and obtain your agreement before undertaking substantial additional work.

Minor additional items reasonably necessary to safely complete or commission the agreed work may be added to the final invoice.

6. Access & Customer Responsibilities

You must provide reasonable access to the property and working areas at the agreed time.

The working area should, where reasonably possible, be cleared of personal belongings, furniture and other obstructions before work begins.

You must inform us of any known hazards, asbestos, concealed services, structural problems or other relevant information that may affect the work.

Additional visits or delays caused by inadequate access or circumstances within your control may be chargeable.

7. Existing Systems

When working on existing plumbing, heating or electrical systems, we cannot guarantee the condition or performance of components that we have not installed.

Existing systems can sometimes develop faults when drained, refilled, repressurised, disturbed or connected to new equipment. This can include leaks from existing pipework, radiators, valves, fittings or other components.

We will take reasonable care, but we are not responsible for pre-existing defects or failures that were not caused by a failure on our part to exercise reasonable care and skill.

Any additional work required to rectify pre-existing faults may be chargeable.

8. System Cleaning & Water Quality

Where appropriate, heating systems may require cleaning, flushing, inhibitor treatment or other water-quality measures.

We cannot guarantee that flushing or cleaning will remove every historical deposit, blockage or contaminant from an existing system.

Additional remedial work required because of heavily contaminated, damaged or restricted existing systems may be chargeable.

9. Making Good

Unless specifically included in our quotation, our price does not include specialist building, plastering, decorating, carpentry, flooring, tiling or other making-good work.

We will take reasonable care when accessing walls, floors and other areas, but some disturbance may be unavoidable when carrying out plumbing and heating work.

10. Completion Dates

Any start or completion dates given are estimates unless expressly agreed otherwise.

We will make reasonable efforts to meet agreed dates but delays can occur due to circumstances outside our reasonable control, including material shortages, manufacturer delays, adverse weather, illness, emergencies or discoveries made during the work.

We will keep you reasonably informed of significant delays.

11. Manufacturer Warranties

Where equipment is supplied with a manufacturer’s warranty, that warranty is provided by the manufacturer and is subject to its own terms and conditions.

Manufacturer warranties may require servicing, registration or maintenance at specified intervals.

We will complete or assist with warranty registration where this forms part of the agreed work, but it remains the customer’s responsibility to ensure ongoing servicing and maintenance requirements are met.

A manufacturer’s warranty is separate from your statutory rights.

12. Our Workmanship

We will carry out our services with reasonable care and skill and in accordance with applicable regulations and industry requirements.

If you believe there is a problem with our workmanship, please contact us as soon as reasonably possible and give us a reasonable opportunity to inspect and, where appropriate, rectify the issue.

Nothing in these Terms & Conditions affects your statutory rights.

13. Customer-Supplied Materials

If we agree to install equipment or materials supplied by you, we cannot accept responsibility for their quality, suitability, compatibility, missing components or manufacturer defects unless the problem results from our installation.

Additional time caused by incorrect, incomplete or unsuitable customer-supplied materials may be chargeable.

14. Gas, LPG, Oil & Heating Safety

We will not knowingly leave an installation in an unsafe condition.

If we identify an unsafe appliance or installation, we will explain the issue and follow the applicable safety procedures and industry requirements.

Where necessary for safety or legal compliance, an appliance or system may need to be isolated or left out of service.

Any remedial work required will be quoted or charged separately unless it forms part of the original agreed work.

15. Heat Pumps & System Performance

Heat-pump performance depends on factors including building heat loss, weather conditions, system design, controls, flow temperatures, hot-water usage and how the property is operated.

Where we are responsible for the system design, we will undertake the work using the applicable design requirements and information available to us.

Energy-consumption figures, running-cost estimates and predicted efficiencies are estimates and cannot be guaranteed because actual usage and operating conditions vary.

16. Servicing & Repairs

A service is intended to inspect, maintain and test equipment within the agreed scope. It does not guarantee that an appliance or component will remain fault-free after servicing.

Diagnostic and investigation time may be chargeable even where a fault cannot immediately be repaired or where replacement parts are subsequently required.

Where additional faults or required repairs are discovered, these may be quoted separately.

17. Cancellation Rights

If you are a consumer, you may have statutory cancellation rights, particularly where a contract is agreed online, by telephone or at your home.

Where the law provides a 14-day cancellation period, you may cancel within that period in accordance with your statutory rights.

If you specifically request that work begins during the cancellation period, you may be required to pay for work properly carried out up to the point you cancel.

Different rules may apply to urgent repair or maintenance work that you specifically request us to attend to immediately.

Nothing in these Terms & Conditions is intended to restrict your statutory cancellation rights.

18. Cancellation of Appointments

Please give as much notice as possible if you need to cancel or rearrange an appointment.

We reserve the right to make a reasonable charge for appointments cancelled at short notice or where we attend but cannot gain access, provided you were informed of the applicable charge beforehand.

Special-order materials and costs already reasonably incurred may also be chargeable where permitted by law.

19. Damage & Liability

We will take reasonable care while working at your property.

We are responsible for loss or damage that is a foreseeable result of our breach of contract or failure to exercise reasonable care and skill.

We are not responsible for loss or damage caused by pre-existing defects, inaccurate information supplied to us, customer interference, misuse, failure to follow operating instructions, or circumstances outside our reasonable control.

Nothing in these Terms & Conditions excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence.

20. Ownership of Materials

Where permitted by law, materials and equipment supplied by us remain our property until they have been paid for in full.

This does not affect your statutory rights.

21. Waste & Removed Equipment

Unless otherwise agreed, waste and redundant equipment arising directly from our work will be removed where this is included within the quotation.

Items removed from the property may be disposed of or recycled unless you tell us before removal that you wish to retain them.

Hazardous or specialist waste may incur an additional disposal charge.

22. Photographs

We may take photographs of installations for our records, warranty documentation and evidence of completed work.

We will seek appropriate permission before using identifiable photographs of your property for advertising, our website or social media. We will not intentionally publish personal information or identifying details without permission.

23. Complaints

If you are dissatisfied with any aspect of our work, please contact BP Plumb & Heat promptly so that we have an opportunity to investigate and resolve the matter.

We aim to deal with complaints fairly and within a reasonable timeframe.

Where applicable, customers may also have access to complaints or alternative dispute resolution procedures through relevant trade, certification or consumer-protection schemes.

24. Consumer Rights

Nothing contained within these Terms & Conditions is intended to remove, restrict or override any rights you have under UK consumer law, including the Consumer Rights Act 2015 and applicable cancellation legislation.

If any provision within these Terms & Conditions conflicts with a mandatory statutory right, the statutory right will take precedence.

25. Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

Customers retain any rights they have regarding the courts in which proceedings may be brought under applicable consumer law.