Terms & Conditions

PROFESSIONAL REFURB, GAS AND HEATING LIMITED is a company registered in England & Wales under company number 13299913, with its registered office at 248 Church Hill Road, East Barnet, London, United Kingdom, EN4 8PH, trading as PLUMHEAT ("PLUMHEAT").

1. Understanding These Terms and Conditions

1.1 These terms and conditions ("Terms and Conditions") set out the terms on which we agree to provide plumbing, heating, drainage, boiler installation, gas safety, and other related and ancillary services to you and the supply of materials and/or products ("Goods") necessary to complete the services ("Services"). The Services may be either: (i) emergency services, where you require us to perform the Services immediately ("Emergency Services"); or (ii) scheduled services, where you require us to perform non-urgent Services and you pre-book an appointment for us to do so ("Scheduled Services").

1.2 When certain words and phrases are used in these Terms and Conditions, they have specific meanings (these are known as "defined terms"). You can identify these defined terms because they start with capital letters (even if they are not at the start of a sentence). Where a defined term is used, it has the meaning given to it in the section of these Terms and Conditions where it was defined.

1.3 In these Terms and Conditions, when we refer to "we", "us" or "our", we mean PLUMHEAT; and when we refer to "you" or "your" we mean:

1.3.1 if you are a consumer, the individual is using the Services for a purpose that is wholly or mainly outside of their trade, business, craft or profession ("Consumer"); and

1.3.2 if you are not a Consumer: (i) the business that you have the authority to bind; or (ii) the individual using the Services for purposes that are not wholly or mainly outside of their trade, business, craft or profession (in each case a "Business").

2. The Order Process

2.1 You can make an order for Services either by email, phone, or through our website using the contact details provided to arrange a time for us to attend the premises at which you wish us to perform the Services ("Premises").

2.2 These Terms and Conditions will be incorporated, together with any Verbal Estimate or Written Estimate (as defined below), into the contract between you and us in relation to the Services (in each case the "Contract").

2.3 Where you require Emergency Services, you will be provided with the hourly labour rate applicable for the completion of the Services and the Goods rate to be charged during your initial contact with us and if accepted by you we will provide you with an anticipated arrival time at the Premises. The Contract will become binding on you and us once you accept the rates provided and agree to us attending the Premises.

2.4 If you have contacted us to request Emergency Services and it is not possible for the issue to be fully remedied immediately, you will be provided with the cost for the Services and any Goods by the engineer (a "Verbal Estimate") on site along with a date and time for the Services to be commenced.

2.5 Where you require Scheduled Services, we will confirm the date and time of an inspection of the Premises ("Inspection"). Following completion of the Inspection, we will provide you with a written Estimate for the Services and any Goods by email (together with these Terms and Conditions) within a reasonable period following the Inspection (a "Written Estimate").

2.6 Estimates are subject to withdrawal at any time before a Contract is entered into and shall be deemed to be withdrawn unless the Services are completed within 30 days of the date of the Estimate.

3. Cancelling Your Order

3.1 Clauses 3.1 to 3.9 inclusive only apply to you if you are a Consumer.

3.2 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a legal right to change your mind and cancel the Contract within 14 days of entering into it without giving a reason. Please note that the right to change your mind does not apply to any Emergency Services you purchase from us.

3.3 The cancellation period will expire 14 days from the day on which the Contract becomes binding.

3.4 If you would like us to commence the provision of any Services during this cancellation period you must expressly request that we do so.

3.5 To exercise the right to cancel, you must inform us of your decision to cancel the Contract with us by making a clear statement (e.g. a letter sent by post or email or a telephone call). The easiest way to do this is to contact us using the details in Section 12.

3.6 To meet the cancellation deadline, it is sufficient for you to send your communication concerning the exercise of your right to cancel before the cancellation period has expired.

3.7 We will send you an acknowledgement of receipt of your notice to cancel by email.

3.8 If you cancel the Contract with us, you will remain responsible for paying us for any portion of the Services performed or Goods provided prior to you notifying us of your intention to cancel.

3.9 If you are due any reimbursement for Services which have not been performed and/or Goods not supplied and you have paid for in advance, we will make this reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to cancel the Contract.

3.10 If you wish to cancel or re-arrange any appointment made for the provision of Services, you should contact us by telephone or email by no later than 17:00 on the working day before the scheduled appointment.

4. Charges and Payment

4.1 The cost of the Services (the "Charges") will be calculated based on the type of service required, labour time, and any materials needed.

4.2 For Emergency Services, the Charges will be calculated by reference to the total time spent completing the Services together with the cost of any Goods provided by us to complete the Services.

4.3 For Scheduled Services where a Verbal Estimate has been given, the Charges will not exceed the Verbal Estimate by more than 10%.

4.4 For Scheduled Services where a Written Estimate has been provided, the Charges will not exceed the Written Estimate by more than 20%.

4.5 The Charges will be subject to VAT at the prevailing rate at the time of the supply of the Services and Goods.

4.6 Payments must be made by credit or debit card, cash or bank transfer. Cheques are not accepted.

5. Your Obligations

5.1 You must give us safe and unobstructed access to the Premises for the purposes of carrying out the Services.

5.2 You must provide our personnel with adequate safe working space and facilities.

5.3 You must provide all necessary power and water supply to enable us to carry out the Services.

5.4 You must obtain all necessary consents to carry out the Services, including building regulation and planning consents where required.

5.5 You must inform us of any dangerous materials present on the Premises which could constitute a danger to our engineers.

6. Our Obligations and Guarantees

6.1 We shall provide the Services with reasonable care and skill. All Goods will be of satisfactory quality, fit for their purpose and as described.

6.2 Subject to the conditions set out in this clause, a 12-month guarantee is given in respect of faulty workmanship in the Services from their date of completion.

6.3 The guarantee will not be valid if the workmanship has been subject to misuse, negligent treatment, or has been repaired, modified, altered, or tampered with by any party other than us.

6.4 This guarantee is in addition to any manufacturers' guarantee provided in respect of Goods supplied.

6.5 Emergency Services may be carried out on a 24/7 basis. Scheduled Services will be carried out during normal working hours of 08:00 to 18:00 unless otherwise agreed.

7. Termination

7.1 We may terminate the Contract with immediate effect if you breach the Contract and that breach has a material effect on our ability to perform the Services.

7.2 If we terminate the Contract, we will refund any proportion of the Charges you have paid in advance for Services we have not performed and/or Goods not supplied.

7.3 On expiry or termination of the Contract for any reason you shall immediately pay to us all outstanding and unpaid Charges.

8. Your Personal Information

We only use your personal information in accordance with our Privacy Policy. Please take the time to read our Privacy Policy as it includes important information and terms which apply to you.

9. Liability

9.1 Nothing in these Terms and Conditions excludes or limits either our or your liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any matter in respect of which it would be unlawful to exclude or restrict liability.

9.2 If you are a Consumer and we fail to comply with these Terms and Conditions, we are only responsible for loss or damage you suffer that is a foreseeable result of our breach or our negligence.

9.3 Nothing in these Terms and Conditions affects your statutory rights under the Consumer Rights Act 2015.

10. Governing Law and Jurisdiction

10.1 These terms and conditions and the Contract are governed by English law.

10.2 Any dispute arising out of or in connection with these Terms and Conditions will be referred to the jurisdiction of the English courts.

11. Complaints

If you are dissatisfied with the service received from us, please contact us with your complaint. We will endeavour to resolve this in accordance with our internal complaint procedures.

12. Contacting Us

Should you have any questions or complaints, you can contact us using the following details:

Terms and Conditions last updated December 2025