Terms and conditions

1. Who these terms apply to

These terms apply to anyone who uses the 247 Plumbers Norwich website (247plumbersnorwich.uk), sends an enquiry through it, or arranges plumbing, heating, gas, drainage or bathroom work as a result. "We", "us" and "our" mean 247 Plumbers Norwich and the engineers who carry out work arranged through it. "You" means the person making the enquiry or on whose behalf it is made.

2. What the website is

The website describes the services available across Norwich and the towns within twenty miles, and takes enquiries for them. Sending the form or an email is a request for a call back and a quote. It does not create a contract for work; that is formed when a price is agreed as set out below.

3. Enquiries and the call back

Every enquiry is read and answered by a call back to the number you supply, to arrange a visit and confirm the details. Enquiries marked as emergencies are prioritised, but no guarantee is given of a response or attendance within any particular time, and the website makes no such promise anywhere. If you have not heard back within a reasonable time, you should assume the enquiry was not received and send it again or email info@247plumbersnorwich.uk.

4. Quotes and prices

Small repairs are priced from your description on the call back. Larger works are priced in writing after a survey. A price is valid for the work described in it and for thirty days from the date it is given unless otherwise stated. Where the work turns out to be different from what was described, for example because a fault is found to have a different cause, the difference is explained and a revised price agreed with you before that work is done. You may decline the revised price, in which case only the work already agreed and carried out is charged for.

Prices include labour and, where stated, materials. They do not include work that is not listed, making good beyond what is stated, or the cost of parts that have to be specially ordered unless those are itemised. VAT is stated separately where it applies.

5. Agreeing the work

A contract for work is formed when you accept a price, whether on the call back, by email, or by signing a written proposal, and we confirm the appointment. For larger works a deposit may be requested to cover ordered materials, and this is stated in the proposal.

6. Access and preparation

You agree to provide safe access to the property and to the areas where work is needed at the agreed time, including arranging access with tenants or agents where the property is let. Where a visit cannot go ahead because access was not available, a reasonable charge for the wasted visit may be made. You agree to tell us before the visit of anything you know that affects the work or its safety, such as asbestos, unusual pipework or previous unfinished work.

7. Carrying out the work

Work is carried out with reasonable skill and care and to the relevant regulations and standards. Gas work is carried out only by a registered gas engineer as the law requires; electrical work in bathrooms and to heating controls is certified by a qualified electrician; unvented hot water cylinders are installed and serviced by a person holding the qualification the regulations require. Materials supplied are new and of satisfactory quality unless otherwise agreed.

Where the work reveals a defect or a safety issue outside its scope, you will be told about it. Where a gas appliance is found to be unsafe, it may be labelled and, with your agreement or where the law requires it, disconnected.

8. Emergencies

On an emergency visit the first aim is to make the property safe and usable. Where a permanent repair cannot be completed on the visit, a temporary measure may be applied and the permanent repair quoted separately. You are responsible for isolating the water and electricity where it is safe to do so before attendance; guidance is given on the website and on the call back.

9. Payment

Payment for repairs and small works is due on completion unless otherwise agreed. Payment for larger works is due as set out in the written proposal. Invoices describe the work carried out. Where payment is late, we may charge interest and recovery costs as permitted by law.

10. Cancellation

You may cancel an arranged visit at any time before it starts. Where materials have been ordered specifically for the work, their cost may be charged if they cannot be returned. Where you are a consumer and the contract was made away from business premises or at a distance, you may have a statutory right to cancel within fourteen days; if you ask for work to begin within that period you agree to pay for work carried out before cancellation.

11. Problems with the work

If something is not right, tell us as soon as you notice it, and give a reasonable opportunity to inspect and put it right. Nothing in these terms limits your statutory rights as a consumer, including your rights under the Consumer Rights Act in respect of services and goods.

12. Liability

We are responsible for loss or damage that is a foreseeable result of our failure to carry out work with reasonable skill and care, or of our breach of these terms. We are not responsible for loss or damage that was not foreseeable, for damage caused by pre-existing defects in the property or its systems that could not reasonably have been identified, or for consequential losses of a business. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be excluded by law.

13. Third-party services and links

The website embeds maps and other services from third parties, which are governed by those parties' own terms. Links to other websites are provided for information and we are not responsible for their content.

14. Website content

The content of the website is provided for general information about the services offered. Guidance in the resources section is general and does not replace an inspection of your own property. Photographs on the website illustrate the type of work described; the text does not claim that any photograph shows work carried out for a particular customer.

15. Changes and law

These terms may be updated; the version on the website when you make an enquiry is the one that applies. These terms are governed by the law of England and Wales and the courts of England and Wales have jurisdiction, without affecting your rights as a consumer to bring a claim where you live.

16. Contact

Questions about these terms can be sent to info@247plumbersnorwich.uk.