Terms & Conditions
Meanings
For the purpose of these terms and conditions, the following words will have the following meanings:
1. “We/Us/Our” will mean On The Ball Plumbing & Heating Ltd
2. “You/Your” will mean the customer; either the person or organisation for whom the work is being carried out or materials are being supplied
3. ‘Engineer’ will mean the representative(s) appointed to carry out the work on our behalf
Acceptance of terms
Will be assumed either:
1. When you agree to an estimate issued by us
2. When you agree to arrangements for us to attend your property
Rates
We charge a minimum of one hour for all jobs, after this, time is charged at 30 minute increments. Travel time to the property will be taken into consideration but not the return journey. Should we agree to work outside of our normal hours (Monday to Friday, 8AM to 5PM) this time will be charged at a premium. The hourly rate excludes materials, materials will be charged at trade price plus a 20% handling fee.
Priced work
Where a price has been issued to you by us in advance of the job this will be in the form of an estimate. This will be an approximation based on all available information at the time of pricing. The price will comprise of labour and materials as well as any other costs associated with the job, including but not limited to, parking, travel and waste disposal. However, should any of the following occur, we will be entitled to make revisions to the original price:
1. You ask us to carry out additional works that were not communicated at the time of pricing*
2. After starting the job, we discover that further works are required that were not anticipated when preparing the original price
3. The price of materials has increased since submission of the original price
*Additional works will not be carried out until a price for those works has been agreed by you. All estimates will be valid for a period of 30 days.
Payment
Unless otherwise agreed, payment of any outstanding balance will be due 7 days from the invoice date. For works exceeding £500 we will request a deposit of 50% upfront, receipt of this deposit will be necessary prior to commencement of works. For extended projects we will require progress payments, the amount and schedule of which will be agreed with you in advance. The title of any goods supplied to you will remain with us until payment has been received in full.
VAT
We are VAT registered so where appropriate VAT will be added to prices at the relevant rate.
Carrying out works
We will assume the person who has instructed us to carry out the works is the customer. You will be responsible for advising us otherwise. If you are a tenant, we will require confirmation from the property owner that you have the right to instruct us on their behalf. It is the responsibility of the landlord/property owner to make their tenant/resident(s) aware of our visit and grant us access. Should we attend and not be granted access you will be charged for an hour’s labour.
You will be responsible for moving any personal items that may prevent or hinder the engineer from carrying out their works. You will also be responsible for notifying us of any concealed utility services (gas, water, electrical, telephone) prior to us carrying out the works. Should you fail to do so we will not accept any liability for damage to or loss of these services.
During the course and upon completion of all works every effort will be made by our engineer(s) to restore the area worked on to its originally condition. However, we will not accept any responsibility for floors or carpets not returned exactly as fitted. Nor will we make allowances for re-decorating or re-plastering. Nor can we guarantee to match existing brickworks where boiler flue terminals have been removed.
We will do our upmost to deliver our services within the agreed timeframe. However, should event’s outside of our control (Force Majeure) prevent us from doing so, we will not be held accountable.
Guarantee
We will guarantee our labour for a period of 12 months. If you are not entirely satisfied with the work carried out you will have 12 months from the date of completion to inform us in writing. This cover extends only to work for which we have been paid in full. And the cover will be void should we find our work has been tampered with by a third party.
Materials supplied by us will be covered by the manufacturer’s standard guarantee. As per manufacturer’s instructions, boiler guarantee’s will be void should you fail to have it serviced every year. We will send out yearly reminder’s however the onus lies with you to ensure your boiler is serviced on a yearly basis. We will not be held accountable for faulty materials that have been supplied to us by you.
Cancellations/Termination
Should you wish to cancel our services after preparations for work have been put into motion then you may be held liable for any cost already incurred with regards to time and materials.
Complaints
We will endeavour to carry out our work to the highest possible standards. However, if you are not entirely satisfied with our work and your concern cannot be resolved informally, please write to us at info@otbplumbing.co.uk We will aim to respond and resolve your complaint within 20 working days. Should you not be happy with our resolution then we would advise you to pursue the matter further by contacting Citizen’s advice.
Photography
We may take photographs onsite, before during and after works are complete. This will be for the purposes of promotion to showcase our work on our website and social media. We will ensure there is no identifiable information. Should you not wish for us to use photos of your property please notify us in writing.