1. 1.1 In these terms and conditions (hereafter “these terms”), “Customer” refers to the individual or entity for whom SN Plumbing Solutions is to perform the works. “Company” refers to SN Plumbing Solutions or any franchisee, sub-contractor, or representative conducting business under a Franchise/Subcontract Agreement with the company.

   1.2 “Contract” denotes the agreement between the Customer and the Company to perform the works, incorporating these terms and, where relevant, the signed agreement (“the Agreement”) between both parties. “Works” refers to the tasks outlined in the company estimate or any related document/email, as may be modified in writing.

   1.3 For these terms, “in writing” encompasses emails and documents set out on handheld devices, with signatures on handheld screens considered as written.

2. Acceptance of Works

   2.1 The Company reserves the right to refuse any work at its discretion. Authorized representatives of the Company will only undertake accepted works.

3. Call Out Fee & Charges

   3.1 A minimum one-hour call-out fee applies to all appointments, irrespective of the work performed. This includes hourly or fixed price quoted work. If no work is completed during the visit, the one-hour call-out fee plus additional labor and parts/materials costs (if any) will still be charged.

   3.2 All charges are subject to VAT at the prevailing rate.

   3.3 A cancellation fee of 50% of the call-out charge applies if the appointment is canceled within 24 hours.

4. Estimates and Fixed Price Work

   4.1 Any estimate provided by the Company can be withdrawn at any time before unqualified acceptance by the Customer and is void if not accepted within 28 days, potentially leading to a revised quotation.

   4.2 Estimates are indicative and not fixed prices, based on a visual inspection and/or customer details. Final pricing may exceed the estimate due to factors like material costs, labor, equipment hire, and transport increases, but the Customer may cancel the contract if costs exceed the estimate by more than 10%, provided cancellation occurs before works commence.

   4.3 The Company may revise estimates under specific circumstances, such as additional work requests, material cost increases, unforeseen additional work, or errors in the original estimate.

   4.4 The Company is not obligated to provide estimates, and only written estimates from authorized representatives are binding. Oral estimates are not binding.

   4.5 Customers must reimburse the Company for expenses incurred if they accept and then cancel an estimate.

5. Prices and Payment

   5.1 Prices or rates advised are subject to VAT.

   5.2 Invoices are due within three days of work completion/delivery.

   5.3 Account Customers have 14 days for payment post-completion/delivery, as per prior written agreement.

   5.4 For works subject to snagging, 95% of the invoice is due immediately after completion. The remaining 5% is due upon snagging completion or within 14 days if access is not provided.

   5.5 If a third party represents the Customer, they are responsible for payment in case of non-payment by the Customer, unless otherwise agreed in writing.

   5.6 Late payments incur daily interest at 3% above the base rate until fully paid.

   5.7 Guarantees, certificates, or similar documents are issued only after full payment.

6. Illustration and Description of Works

   6.1 Any illustrations, descriptions, or imagery on the Company’s website or marketing materials are for general guidance and do not form part of the contract.

7. Inspection, Delivery, and Completion of Works

   7.1 The Company will provide estimated dates and times for works but accepts no liability for delays or non-attendance.

8. Indemnity

   8.1 The Customer indemnifies the Company against any third-party claims resulting from breaches of the Customer’s obligations under this contract.

9. Limitation of Liability

   9.1 The Company’s liability is limited to: 9.1.1 Repairing defects as outlined in paragraph 10. 9.1.2 Liability for personal injury or death due to negligence. 9.1.3 Reasonable repair costs for customer property damage due to Company negligence. 9.1.4 The Company is not liable for damage to defective or weak parts of the property. 9.1.5 The Company is not liable for damage while investigating/repairing plumbing, gas, or drainage issues, including blockages and necessary removals. 9.1.6 Customer is responsible for making good any damage to plaster/brickwork and protecting their belongings.

10. Defects

10.1 The Company will repair defects in completed work within 12 months if they arise from a breach of contract obligations, provided full payment was received. Notification must be in writing. The Company may charge for inspection if the defect is not due to its work.

10.2 Exclusions include: 10.2.1 Manufacturer/supplier guarantees for parts/materials. 10.2.2 Non-Company installed systems or structures. 10.2.3 Customer or third-party misuse or faulty workmanship. 10.2.4 Structural defects (e.g., subsidence). 10.2.5 Damage from external forces or root penetration in drainage systems.

11. Permits, Licenses, Regulations, and Other Consents/Access

11.1 The Customer must obtain necessary permissions and consents before work commences. The Customer is responsible for traffic control arrangements and permissions for property access. The Customer indemnifies the Company against claims from third parties due to lack of permissions.

11.2 The work environment must be safe for Company representatives.

12. Force Majeure

12.1 The Company is not liable for delays due to events beyond its control.

13. Cancellation

13.1 The Customer indemnifies the Company against losses from unauthorized cancellations unless otherwise agreed in writing.

14. Removal of Waste and Materials

14.1 The Customer is responsible for waste removal unless agreed otherwise.

15. Frozen Pipes

15.1 The Company is not liable for fractures in frozen pipes or guarantees to clear blockages in frozen pipes/drainage systems.

16. Guarantees

16.1 The Company guarantees labor for 12 months, subject to misuse or unauthorized repairs. Manufacturer’s warranties apply to parts/equipment.

16.2 No guarantee for waste/drainage blockages.

16.3 No guarantee for work against Company advice.

16.4 Company guarantees only apply to work done by Company employees.

16.5 No liability for defects from related but unperformed recommended work.

16.6 The Customer is liable for gas safety issues unless caused by a Gas Safe operative.

16.7 Gas Safe engineers operate under their own registrations.

17. Intellectual Property Rights

17.1 All website content remains the Company’s property and cannot be reproduced without consent.

18. Complaints Procedure

18.1 Complaints must be in writing to [email protected] The Company will resolve issues within 30 days.

19. Right to Cancel

19.1 The Customer may cancel within 14 days from the notice of the right to cancel. Written cancellation should be sent via email or retained proof of postage.

19.2 Reasonable payment is due for any work performed if the Customer cancels after work commences.

20. Availability

20.1 The Company cannot guarantee appointment times due to unforeseen circumstances. A four-hour window is typically given for minor works and quotations.

20.2 These terms do not affect the Customer’s rights regarding work quality or faulty goods supplied as part of the service.