1. Introduction

Welcome to Plumbing Angels! These terms and conditions outline the rules and regulations for the use of our services.

2. Interpretation

In these terms and conditions:

• “We,” “us,” or “our” refers to Plumbing Angels.
• “You” or “your” refers to the customer or user of our services.

3. Services

3.1. Plumbing Angels offers a comprehensive range of plumbing services in Tunbridge Wells, Kent. Our services encompass but are not limited to:

• Plumbing installations
• Repairs and maintenance
• Emergency call-outs
• Fault diagnosis
• Pipe and drain cleaning
• Boiler installations and repairs
• Bathroom and kitchen plumbing

3.2. Prior to the commencement of any work, our team will provide a clear explanation of the proposed services, including an estimate of the time required and any associated costs.

3.3. We strive to deliver high-quality workmanship, using industry-standard materials and techniques. If there are alternative options or recommendations during the course of the service, our team will communicate these to you for discussion and approval.

3.4. Emergency call-outs are available for urgent situations. Please contact us promptly to discuss your emergency plumbing needs, and we will do our best to respond swiftly.

3.5. For specialised services or projects beyond the scope of routine plumbing work, customised quotes and agreements will be provided to ensure transparency and clarity on the scope of work and associated costs.

3.6. If you have any specific requirements or concerns regarding the plumbing services you require, please communicate these to our team in advance, and we will do our utmost to accommodate your needs.

4. Booking and Payment

4.1. To book our services, please contact Plumbing Angels via phone, email, or through our website. Upon confirmation of the appointment, you agree to the terms and conditions outlined herein.

4.2. Payment for our services is due upon completion of the work unless alternative arrangements have been agreed upon in writing beforehand.

4.3. Our preferred method of payment is by card, facilitated through our secure card payments on the booking app. The engineer assigned to your service will carry the necessary equipment to process payments on-site.

4.4. If you wish to pay by an alternative method or have any concerns regarding payment, please discuss this with our team during the booking process.

4.5. Invoices and receipts will be provided for all completed services, detailing the nature of the work carried out and the associated costs.

4.6. For larger projects or customised services, a deposit or interim payments may be required. The terms of such payments will be clearly communicated and agreed upon in advance.

4.7. Plumbing Angels reserves the right to withhold completion certificates or documentation until full payment has been received.

4.8. In the event of unforeseen circumstances affecting payment, please contact us as soon as possible to discuss potential alternative arrangements.

5. Cancellation Policy

5.1. If you need to cancel or reschedule a booked service, we kindly request that you provide at least 24 hours’ notice. Failure to do so may result in a cancellation fee.

5.2. Cancellation requests must be made via phone or email. Please contact Plumbing Angels directly using the provided contact details to ensure prompt communication of your cancellation.

5.3. We emphasise that a text message is not considered a valid method for cancelling a service. Cancellation requests made through text messages will not be deemed effective.

5.4. In the event of a cancellation, our team will work with you to reschedule the service at a convenient time for both parties.

5.5. If a cancellation fee applies, the amount will be communicated to you at the time of cancellation and will be due within 7 days of the cancellation date.

5.6. Plumbing Angels understands that unforeseen circumstances may arise, and exceptions to the cancellation policy may be considered on a case-by-case basis. Please contact us as soon as possible if you encounter any issues.

5.7. For emergency situations that require immediate cancellation, please call us directly to ensure that your request is received promptly.

6. Pricing

6.1. Plumbing Angels is committed to providing transparent and competitive pricing for our services. Our prices are based on the nature and scope of the work required.

6.2. Prior to the commencement of any work, our team will provide you with a detailed estimate of the costs involved. This estimate will include labour, materials, and any additional charges that may apply.

6.3. While we strive to maintain consistency in our pricing, please note that prices may vary based on the complexity of the job and any unforeseen challenges that may arise during the course of the work.

6.4. For larger projects or customised services, a written quote will be provided, outlining the scope of work and associated costs. This quote will remain valid for a specified period, and any changes to the scope may result in a revised quote.

6.5. All prices are inclusive of applicable taxes unless otherwise stated.

6.6. Invoices will be issued upon completion of the work, and payment is due on the day of service, unless alternative arrangements have been agreed upon in writing beforehand.

6.7. Plumbing Angels reserves the right to review and adjust pricing periodically and therefore we encourage you to check our pricing before booking.

6.8. If you have any questions or concerns regarding pricing, please do not hesitate to contact us. We are committed to providing clear and transparent information to ensure that you have a complete understanding of the costs associated with our services.

7. Revisits and Workmanship Guarantee

7.1. We stand by the quality of our work and offer a 12-month workmanship guarantee. If an issue arises within this period that is directly related to the services provided by Plumbing Angels, we will revisit and rectify it at no additional cost.

7.2. For any revisit requests, a deposit equivalent to 1 hour of labour is required to book the appointment. This deposit will be refunded on the day of the revisit if the issue is determined to be caused by our previous work.

7.3. If the revisit is due to a new fault or issue unrelated to our previous work, the deposit will be applied against the first hour of work for the new issue.

7.4. In the event that the issue is deemed to be our responsibility, any additional hours beyond the first will be covered by our 12-month workmanship guarantee, and no further charges will apply.

8. Liability

8.1. Plumbing Angels takes every precaution to ensure the quality of our work and the reliability of our services. However, it’s important to understand the limitations of our liability.

8.2. While we strive for excellence, we cannot be held liable for any damage, loss, or injury that occurs as a result of circumstances beyond our control, including but not limited to:

• Acts of nature (e.g., storms, floods, earthquakes)
• Pre-existing conditions or faults in the plumbing system
• Interference or damage caused by third parties
• Changes in the condition of the property after our services are completed

8.3. We recommend that customers inform us of any known issues or potential risks before we commence work to help us take necessary precautions.

8.4. Plumbing Angels is not responsible for any consequential or indirect damages arising from our services.

8.5. In the unlikely event that any damage occurs as a direct result of our work, we will make reasonable efforts to rectify the issue at no additional cost to you.

8.6. Our liability is limited to the value of the services provided. We recommend that customers review their property insurance policies to ensure adequate coverage for potential risks.

8.7. If you have any concerns or questions regarding liability, please communicate them to our team before work begins, and we will do our best to address them.

9. Privacy

9.1. At Plumbing Angels, we take the privacy and security of your information seriously. This section outlines how we collect, use, and protect your personal information.

9.2. Information Collection:

• We collect personal information, such as your name, address, contact details, and property information, solely for the purpose of providing our plumbing services.
• Information may be collected through our website, over the phone, via email, or in person during service visits.

9.3. Use of Information:

• The information collected is used to facilitate the provision of plumbing services, including scheduling appointments, communicating with you, and ensuring the safety and effectiveness of our work.
• We may also use your contact information to send service-related updates, invoices, and relevant communications.

9.4. Third-Party Disclosure:

• Plumbing Angels does not sell, trade, or otherwise transfer your personal information to third parties without your explicit consent, except where necessary for the provision of our services (e.g., sharing contact details with an engineer assigned to your job).

9.5. Security Measures:

• We implement industry-standard security measures to protect your personal information from unauthorised access, disclosure, alteration, and destruction.
• Your payment information is processed securely through our card payments on the booking app.

9.6. Retention Period:

• We retain your personal information for as long as necessary to fulfil the purposes outlined in this privacy policy, unless a longer retention period is required or permitted by law.

9.7. Access and Control:

• You have the right to access, correct, or delete your personal information. If you would like to exercise these rights, please contact us using the provided contact details.

9.8. Communication Preferences:

• We may use your contact information to send you relevant updates and information about our services. If you wish to opt out of these communications, please inform us, and we will respect your preferences.

9.9. Changes to Privacy Policy:

• We reserve the right to update or modify our privacy policy as necessary. Any changes will be communicated on our website.

9.10. Contact Information:

• If you have any questions or concerns about our privacy practices, please contact us at hello@plumbingangels.co.uk

10. Governing Law

10.1. These terms and conditions, and any disputes arising from or in connection with them, are governed by the laws of England and Wales.

10.2. Jurisdiction:

• Any legal action or proceedings related to these terms and conditions will be subject to the exclusive jurisdiction of the courts in England and Wales.

10.3. Applicability:

• Regardless of your location or where services are rendered, these terms and conditions are governed by and construed in accordance with the laws of England and Wales.

10.4. Consent to Jurisdiction:

• By engaging with Plumbing Angels and using our services, you consent to the exclusive jurisdiction of the courts in England and Wales for the resolution of any disputes.

10.5. Conflict of Laws:

• In the event of any conflict between the laws of England and Wales and the laws of any other jurisdiction, the laws of England and Wales shall prevail.

10.6. Waiver of Objection:

• By accepting these terms and conditions, you waive any objection to the jurisdiction of the courts in England and Wales on the grounds of venue or inconvenient forum.

10.7. Alternative Dispute Resolution:

• Plumbing Angels is committed to resolving disputes amicably. In the event of any dispute, we encourage you to contact us first to seek a resolution through alternative dispute resolution methods.

10.8. Modification of Jurisdiction:

• Plumbing Angels reserves the right to modify the governing law and jurisdiction clause at its discretion. Any changes will be communicated on our website.

11. Contact Information

If you have any questions or concerns regarding these terms and conditions, please contact us at:

Plumbing Angels, Suite 27, 2 Mount Sion, Tunbridge Wells, Kent, TN1 1UE / 01732 792 454 / hello@plumbingangels.co.uk

12. Changes to Terms and Conditions

12.1. Plumbing Angels reserves the right to update or modify these terms and conditions at any time without prior notice.

12.2. It is the responsibility of the customer to regularly check our website for the latest version of the terms and conditions before booking our services.

12.3. By continuing to use our services, you acknowledge and agree that it is your responsibility to review these terms and conditions periodically and be aware of any modifications.

12.4. The date of the last update will be prominently displayed at the top of these terms and conditions for reference.