Terms and Conditions
GENERAL
1.1 These Terms & Conditions apply to all plumbing, heating, gas and related services provided by Dempsey |Plumbing and Heating Limited ("the Company", "we", "us" or "our") to the customer ("the Customer", "you" or "your").
1.2 By accepting our quotation, instructing us to carry out work, or allowing us to commence work at your property, you agree to be bound by these Terms & Conditions.
1.3 We are a limited company and are appropriately insured to carry out our services. Where gas work is undertaken, it will be carried out by an appropriately qualified Gas Safe Registered engineer.
QUOTATIONS AND ESTIMATES
2.1 Where requested, we will provide a written quotation or estimate for the proposed works.
2.2 Unless otherwise stated, quotations are valid for 30 days from the date of issue.
2.3 A quotation is based on the information available to us at the time of inspection. If additional work is found to be necessary due to concealed, inaccessible or previously unknown defects, this may result in additional charges.
2.4 Estimates are not fixed prices unless expressly stated in writing.
2.5 Our quotation does not include additional works or materials that were not reasonably foreseeable at the time of quotation.
ACCEPTANCE OF WORK
3.1 Work will be considered accepted when the Customer confirms acceptance of our quotation, gives verbal or written instruction to proceed, or allows the Company to commence the works.
3.2 We reserve the right to refuse or postpone work where the property, existing installation or working conditions are considered unsafe.
ADDITIONAL WORK AND VARIATIONS
4.1 If additional work becomes necessary after work has commenced, we will, where reasonably possible, inform the Customer before carrying out the additional work.
4.2 Additional work will be charged at our applicable labour and material rates unless an alternative price has been agreed.
4.3 In an emergency, or where immediate action is reasonably necessary to prevent further damage or make an installation safe, we may carry out necessary additional works without obtaining prior written approval.
PAYMENT
5.1 Unless otherwise agreed in writing, payment is due upon completion of the works.
5.2 For larger installations, we may require a deposit or staged payments. Any payment schedule will be stated on the quotation or invoice.
5.3 Payment may be made by bank transfer, card, cash or any other payment method agreed with the Company.
5.4 If payment is not made when due, the Company reserves the right to suspend further works until the outstanding balance has been paid.
5.5 We reserve the right to charge interest on overdue commercial invoices in accordance with applicable legislation.
DEPOSITS
6.1 Where a deposit is required, the amount and payment terms will be stated on the quotation.
6.2 Deposits may be used towards the purchase of materials, equipment and the scheduling of labour.
6.3 If the Customer cancels agreed works after materials have been ordered or work has been scheduled, reasonable costs already incurred by the Company may be deducted from any refundable amount, subject to applicable consumer rights.
CANCELLATIONS AND APPOINTMENTS
7.1 We ask customers to provide as much notice as possible if an appointment needs to be cancelled or rearranged.
7.2 Where a Customer cancels a booked installation or appointment at short notice, the Company reserves the right to recover reasonable costs incurred as a result of the cancellation, where permitted by law.
7.3 Where consumer cancellation rights apply, these will not be affected by this clause.
EMERGENCY PLUMBING AND REPAIR WORK
8.1 Emergency plumbing and heating work may be undertaken without a prior fixed quotation where the nature of the work makes this impractical.
8.2 The Customer will be advised of the expected costs where reasonably possible before work begins.
8.3 Emergency repairs are intended to make the system safe, functional or prevent further damage. Further remedial work may subsequently be recommended.
8.4 Where an existing installation is found to be unsafe or non-compliant, we may recommend that it is repaired, replaced or isolated.
GAS WORK AND GAS SAFE REGISTRATION
9.1 All gas work undertaken by the Company will be carried out by an appropriately qualified Gas Safe Registered engineer.
9.2 Gas work will be carried out in accordance with applicable legislation, regulations, manufacturer instructions and relevant industry standards.
9.3 Where required, appropriate certification will be provided following completion of gas work.
9.4 We reserve the right to refuse to work on an unsafe or defective gas installation until the relevant safety issues have been addressed.
9.5 If an appliance or installation is found to be unsafe, we may need to disconnect or isolate it where necessary to protect the Customer and occupants of the property.
BOILER AND HEATING INSTALLATIONS
10.1 Boiler and heating installations will be carried out in accordance with the agreed quotation and applicable regulations.
10.2 Manufacturer warranties are subject to the manufacturer's own terms and conditions.
10.3 The Customer is responsible for ensuring that the information provided to us regarding the property and existing heating system is accurate.
10.4 Where an existing heating system contains concealed defects, inadequate pipework, poor water quality, sludge, corrosion or other pre-existing issues, additional work may be required.
MATERIALS AND EQUIPMENT
11.1 Unless otherwise agreed, materials and equipment supplied by the Company will be suitable for the agreed works.
11.2 Manufacturer specifications, warranties and limitations will apply to products supplied.
11.3 Where the Customer supplies materials or equipment, we cannot guarantee their suitability, compatibility, quality or performance.
11.4 We reserve the right to refuse to install customer-supplied products where we reasonably consider them unsuitable, unsafe or incompatible with the installation.
ACCESS TO THE PROPERTY
12.1 The Customer must provide reasonable access to the property and the areas in which work is to be carried out.
12.2 The Customer must ensure that the Company is informed of any known hazards, asbestos, structural issues, electrical hazards, restricted access or other conditions that may affect the works.
12.3 Delays caused by lack of access, information or preparation by the Customer may result in additional charges.
DELAYS AND UNFORESEEN CIRCUMSTANCES
14.1 We will make reasonable efforts to complete works within the estimated timescale.
14.2 We will not be responsible for delays caused by circumstances outside our reasonable control, including but not limited to material shortages, supplier delays, severe weather, unforeseen building conditions, access issues, utility problems or other circumstances beyond our control.
GUARANTEE AND WARRANTY
15.1 Where applicable, we will provide a workmanship guarantee for the period stated on the quotation or invoice.
15.2 Product and manufacturer warranties are separate from any workmanship guarantee provided by the Company.
15.3 Our workmanship guarantee does not cover damage or faults caused by misuse, accidental damage, unauthorised alterations, third-party work, lack of maintenance, freezing, corrosion, water quality, electrical faults or defects in existing systems.
15.4 Any manufacturer warranty must be dealt with in accordance with the manufacturer's warranty terms.
CUSTOMER RESPONSIBILITIES
16.1 The Customer must provide accurate information regarding the property and existing installations.
16.2 The Customer must follow any operating, maintenance or safety instructions provided following completion of the works.
16.3 The Customer must not alter, interfere with or permit another person to alter the installation where this could affect the Company's workmanship guarantee.
LIABILITY
17.1 The Company will carry out its work with reasonable care and skill.
17.2 Nothing in these Terms & Conditions excludes or limits any liability which cannot legally be excluded or limited, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any statutory rights available to consumers.
17.3 Subject to clause 17.2, the Company will not be liable for loss or damage caused by pre-existing defects, concealed conditions, installations or equipment not supplied or installed by the Company, or work carried out by third parties.
17.4 Our public liability insurance provides cover of up to £2,000,000, subject to the terms, conditions and exclusions of the insurance policy.
17.5 The existence of public liability insurance does not mean that every loss or damage is automatically covered. Claims will be dealt with in accordance with the applicable insurance policy and the circumstances of the claim.
COMPLAINTS
18.1 We aim to resolve any concerns quickly and fairly.
18.2 If you have a complaint regarding our services, please contact us as soon as possible and provide details of the issue.
18.3 We will investigate legitimate complaints and, where appropriate, arrange a reasonable solution.
CONSUMER RIGHTS
19.1 Nothing in these Terms & Conditions affects your statutory rights as a consumer.
19.2 Where the Consumer Rights Act 2015 or other applicable consumer legislation applies, the Company's services will be provided in accordance with those legal requirements.
19.3 Where a customer has a legal right to cancel an agreement, those rights will apply in accordance with applicable legislation.
OWNERSHIP OF MATERIALS
20.1 Where legally permitted, materials supplied by the Company remain the property of the Company until payment has been received in full.
PRIVACY
21.1 Any personal information provided by the Customer will be handled in accordance with our Privacy Policy and applicable UK data protection legislation.
GOVERNING LAW
22.1 These Terms & Conditions are governed by the laws of England and Wales.
22.2 Any disputes will be subject to the jurisdiction of the courts of England and Wales, where applicable.
CONTACT DETAILS
Dempsey Plumbing and Heating Limited
Company Registration Number: 15064278
Gas Safe Registration Number: XXX
Telephone: 07309394945
Email: Dempseyheating@hotmail.com
Public Liability Insurance: £2,000,000
Last updated: September 2026