Terms and Conditions

Service Types:

• Standard Service Hours: Regular working hours with standard rates for planned maintenance and installations.
• Out-of-Hours Service: Evening and weekend services available at premium rates.
• Emergency Call-Out Service: Emergency plumbing assistance may be available outside normal working hours. Availability and rates will be confirmed at the time of booking.

Pricing and Quotation Terms:

• Free Quotations: We provide free, no-obligation quotations for standard work where a quote can be given without investigation. This complies with your statutory rights under UK consumer law.
• Current Rates: Our current service rates are available upon request and will be clearly communicated before any work begins. Rates vary by time of day, day of week, and urgency of service required.
• What Happens on a Diagnostic Visit: For jobs that need fault-finding before we can give you a firm price, here's how we handle it:
  • If we're able to sort the problem there and then on that first visit, you're simply invoiced for the call-out plus whatever parts or materials were needed.
  • If the visit is diagnosis only, we'll send you a written report and a quote for the work involved — the call-out charge is already built into that quote, not billed on top of it.
  • You'll then have 7 days to decide whether to go ahead.
  • If we haven't heard back from you by then, we'll invoice separately for the diagnostic visit itself.
  • Should you approve the work after that invoice has gone out, we'll credit it straight back, since the call-out cost is already covered within the full quote.
• Minimum Charge Policy: A minimum service charge applies to all appointments, unless agreed otherwise at the time of booking.
• Labour Charging: Time on-site is charged in accordance with our published rates. Time spent sourcing or collecting parts during the job is considered part of the labour and will be charged accordingly.
• VAT: All prices are final and inclusive. VAT does not apply as ARV Plumbing & Maintenance is not VAT registered.
• Price Estimates: Written estimates are valid for 30 days unless otherwise specified. Verbal estimates are indicative only and subject to confirmation in writing.
• Price Variations: If unforeseen complications arise during work, we will discuss additional costs with you before proceeding.
• Cancellation Liability: If you cancel after accepting a written estimate, you will be liable for any reasonable expenses already incurred on your behalf, such as materials ordered or specialist visits arranged specifically for your job. We will provide an itemised breakdown of any such costs.

• Payment Due: Payment is due in full immediately upon completion of work unless otherwise agreed in writing. For larger projects exceeding £500, staged payments may be agreed in advance.
• Payment Methods: We accept bank transfer (preferred), debit/credit cards, and cash. No surcharge is applied to debit or credit card payments.
• Late Payment: If payment remains unpaid after the due date, we reserve the right to pursue recovery of the outstanding balance.
• Third-Party Representation: If a third party represents you, they will be jointly and severally liable for payment if you fail to settle the invoice, unless agreed otherwise in writing.
• Digital Receipts: All payments will be receipted digitally and records maintained in compliance with HMRC requirements.

• Scheduling: We will inform you of the date and time for work with reasonable advance notice. We aim to adhere to this schedule but accept no liability for delays due to circumstances beyond our reasonable control.
• Access Requirements: You must provide safe and reasonable access to the property and ensure utilities (water, electricity) are available as required for the work.
• Health and Safety: We reserve the right to refuse to work in unsafe conditions or where proper access cannot be provided.
• Force Majeure: We are not liable for delays caused by severe weather, pandemics, government restrictions, supply chain disruptions, or other circumstances beyond our reasonable control.
• Completion Timeline: Work completion times are estimates only. We will keep you informed of any delays and revised timelines.

• Repairing or rectifying defects in our workmanship at no additional cost
• Liability for death or personal injury caused by our negligence (unlimited)
• Liability for fraud or fraudulent misrepresentation (unlimited)
• Costs of repairing property damage caused by our negligence (up to our insurance policy limits)

• Public Liability: We maintain public liability insurance of £2,000,000.

• Damage arising from pre-existing defects, wear and tear, or inherent weaknesses in the property
• Damage from necessary investigative work, including removal of fixtures or materials for access
• Damage to decorations, wallpaper, tiles, or paintwork unless we have been specifically instructed to protect them and quoted accordingly
• Indirect or consequential losses, including loss of earnings, business interruption, or loss of use
• Any loss not reasonably foreseeable at the time of entering into the contract
• Damage caused by asbestos, lead, or other hazardous materials discovered during work
• Issues arising from work performed by other contractors or DIY installations

• Workmanship Guarantee: We provide a 12-month guarantee on our workmanship from completion date, covering defects due to faulty installation or workmanship under normal use conditions.
• Parts and Materials Warranty: Where manufacturers provide a warranty on parts or materials installed, this is passed on to you with supporting documentation. The manufacturer's warranty is separate from and in addition to our workmanship guarantee.
• Notification Period: Defects must be reported in writing within 30 days of discovery. This does not affect your statutory rights under the Consumer Rights Act 2015.
• Inspection Process: We will inspect reported defects within a reasonable timeframe if payment is complete. We reserve the right to determine if a defect is due to our workmanship or external factors.
• Remedy Options: For genuine defects, we will at our discretion repair, replace, or provide a refund for the defective work.
• Charges for Non-Defect Inspections: If reported issues are not due to our work, we may charge for the inspection at our standard rates.
• Guarantee Exclusions: The guarantee does not cover:
  • Normal wear and tear or maintenance items
  • Damage from misuse, neglect, or lack of proper maintenance
  • Modifications or repairs by other parties
  • Damage from external factors (freezing, flooding, etc.)
  • Blockage clearance work (due to unpredictable nature of drainage systems)

• Customer Responsibility: You must obtain all necessary permissions, permits, planning permission, and Building Control approvals before work begins. This includes party wall agreements where applicable.
• Notifiable Work: Certain plumbing and associated works are notifiable under Building Regulations or other legislation. Where we identify that work is notifiable, we will advise you of your obligations and what steps are required before or during the works.
• Regulatory Compliance: All work will be carried out in accordance with:
  • Current UK Building Regulations (Approved Documents G, H, L, P)
  • British Standards and industry codes of practice
  • Water Supply (Water Fittings) Regulations 1999
  • Construction (Design and Management) Regulations 2015
• Water Regulations: All work involving water fittings complies with water authority regulations and includes backflow prevention where required.
• Electrical Work: Any electrical work will be performed by qualified electricians and comply with BS 7671 (18th Edition).

• Material Quality: We use quality materials from reputable, industry-approved suppliers. Manufacturer warranties are passed on to you with supporting documentation.
• Material Selection: Unless specified, we select appropriate materials for the application.
• Customer-Supplied Products: Where you supply your own fixtures, fittings, appliances, or materials, we cannot guarantee their suitability, compatibility, manufacturer quality, or performance. Our workmanship guarantee applies only to the installation work we carry out, not to the products themselves.
• Waste Removal: We are not responsible for waste disposal unless explicitly agreed in the quotation. If removal is requested, additional charges apply for compliant disposal.
• Environmental Compliance: All waste disposal complies with:
  • Environmental Protection Act 1990
  • Waste (England and Wales) Regulations 2011
  • WEEE Regulations for electrical equipment
  • Hazardous waste regulations for appropriate materials
• Recycling: Where possible, we promote recycling and responsible disposal of materials.

• 14-Day Cancellation Right: Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel within 14 days of booking for scheduled (non-emergency) work.
• How to Cancel: To exercise this right, contact us by email at contact@arv-plumbing.co.uk or by phone at 0117 427 0642 within 14 days of booking, quoting your name and booking date. We will confirm your cancellation in writing (including by email) as soon as possible.
• Express Consent for Early Commencement: If you request work to begin within the 14-day period, you must provide express written consent. If you cancel before the work is finished, you will only need to pay for what's been completed so far. Once the work is fully finished with your consent, your right to cancel ends.
• Partial Completion: If you cancel after work has begun, you must pay for services provided up to cancellation plus any materials used or ordered specifically for your job.
• Emergency Work Exemption: The 14-day cancellation right does not apply to emergency repairs requested by you for urgent problems that require immediate attention.
• Statutory Rights: These terms do not affect your statutory rights under the Consumer Rights Act 2015, including rights to services performed with reasonable care and skill.

• Internal Complaints Procedure: Complaints should be sent in writing to contact@arv-plumbing.co.uk. We will acknowledge receipt within 5 working days and investigate thoroughly.
• Resolution Timeframe: We aim to resolve complaints within 28 days. For complex matters requiring longer investigation, we will keep you informed of progress weekly.
• CIPHE Complaints Procedure: As a CIPHE Registered Plumber, if we are unable to resolve your complaint internally, you may refer the matter to the Chartered Institute of Plumbing and Heating Engineering (CIPHE) through its independent complaints procedure, available via the CIPHE complaints page. This is a trade association complaints and disciplinary process, separate from formal Alternative Dispute Resolution.
• Alternative Dispute Resolution: We are not required to, and do not currently, participate in a specific Alternative Dispute Resolution (ADR) scheme approved under the ADR Regulations 2015. If we are unable to resolve your complaint internally, you may also refer it to a certified ADR provider such as the Dispute Resolution Ombudsman, though we are not obliged to participate in that process unless we choose to do so at the time.
• Citizens Advice and Trading Standards: You can contact Citizens Advice (0808 223 1133) or your local Trading Standards department for free, independent advice on your consumer rights.

• UK GDPR Compliance: We process personal data in accordance with UK GDPR, the Data Protection Act 2018, and the Privacy and Electronic Communications Regulations.
• Data Collection: We collect only data necessary for service provision, including contact details, property information, and payment details.
• Your Rights: You have the right to access, rectify, erase, restrict processing, data portability, and object to processing of your personal data.
• Data Retention: We retain personal data only as long as necessary for business, legal, and tax requirements (typically 7 years for financial records).
• Data Security: We implement appropriate technical and organizational measures to protect your personal data against unauthorized access, alteration, or destruction.
• Third Party Sharing: We do not sell personal data. Limited sharing may occur with suppliers, payment processors, or regulatory bodies as necessary for service provision.
• Full Details: For complete information, see our comprehensive Privacy Policy available on our website.

• Professional Qualifications: Our engineers hold relevant qualifications including:
  • City & Guilds or equivalent plumbing qualifications
  • Water Regulations certification
  • Health and safety certifications
• Continuous Training: We maintain up-to-date knowledge through regular training on new technologies, regulations, and best practices.
• Quality Standards: We are committed to maintaining high standards of workmanship and operate in accordance with industry best practice.

• Health and Safety at Work: We comply with the Health and Safety at Work etc. Act 1974 and all relevant health and safety regulations.
• Risk Assessments: We conduct appropriate risk assessments for all work activities and implement necessary control measures.
• Asbestos and Hazardous Materials: If hazardous materials are encountered, work will stop immediately and specialist advice sought. Additional costs may apply.

• Governing Law: These terms are governed by English law and are subject to the jurisdiction of the English and Welsh courts.
• Consumer Rights Preservation: Nothing in these terms affects your statutory rights as a consumer under UK law, including rights under the Consumer Rights Act 2015.
• Severability: If any provision is found to be invalid or unenforceable, the remaining provisions continue in full force and effect.
• Contract Formation: A contract is formed when we accept your booking, whether verbally, in writing, or by commencement of work.

• Updates to Terms: We may update these terms from time to time to reflect legal changes, business developments, or improved practices. Changes will be posted on our website with clear version dating.
• Material Change Notification: For material changes affecting existing contracts, we will notify customers by email at least 30 days in advance where practicable.
• Communication Preferences: We respect your communication preferences and provide options for marketing communications. Service-related communications may still be necessary.
• Digital Communications: We primarily communicate via email and digital channels. Please ensure we have current contact details.