Terms and Conditions

Booking with Silverline Plumbing

When you book a service with Silverline Plumbing by Email, Text, online, over the phone, or in person, you are agreeing to our terms and conditions set out below.

Terms and Conditions for your one-off home improvement and/or repair service

At Silverline Plumbing, we care about privacy, and we protect your personal data. We want to be transparent about how we use your personal data, so before you read our Terms and Conditions, we want to point out that Silverline Plumbing is the data controller of your personal data. Although our Privacy Notice does not form part of the contract between you and Silverline Plumbing, we recommend that you read our Privacy Notice, to understand how we collect and use your personal data and your data protection rights.

1. Your agreement These terms explain how we’ll carry out the work we’ve quoted you for, the terms of your agreement with us, how to cancel the work and how to make a complaint. Please read them carefully. Your quote: Your quote is valid for 30 days from the date we give it to you. If you do not accept your quote in that time but change your mind later, we may need to give you a up to date new quote.

2. The work: We’ll complete the work included in your quote with due skill and care, and in accordance with industry standards. We’ll provide replacements with similar functionality, although these may not have the same features or be an identical make and model or type of fitting. For example, we may replace a specific design of tap with a standard one from our range (this will be discussed with you prior). Or you can give the engineer a replacement part that you’ve bought yourself that we approve. We’ll try and get parts from the original manufacturer or our approved suppliers. In the case of internet or Wi-Fi appliances or parts, replacements will only be from the Hive range or other conventional (non-internet-connected) products. Who will do the work Normally, we’ll only send a Silverline Plumbing engineer.

When we will do the work: we’ll start the work on the time and date we agree with you when you accept the quote (unless we are delayed for any reason, in this case you will be notified in advance). Unless we agree otherwise, work must begin within 90 days of your acceptance of the quote and be done during our normal working hours (9am to 5pm Monday to Friday).

3. What is not included: Unrelated faults: Your quote is only for the work we’ve already agreed with you. We’ll quote you separately for other work needed for unrelated faults. This may happen if for example: • You’ve called us about a tap repair but also ask us to fix a leaking radiator; • You’ve called us about a bathroom upgrade, but work is also needed to make your electrical wiring safe; or • You’ve called us about a problem with your shower but ask us to fix a faulty toilet. We’ll agree any additional costs with you and provide you with an updated or additional quote before starting work. Additional necessary works Unless specifically set out, the charges we quote you do not include the following: • Any improvements needed to your heating, plumbing system or electrical installation, including a Power flush, or any work needed to bring these up to current standards; Any work or repair to the mains supply; • The cost of materials and labour needed to gain access to your system, such as pipes or wiring buried in walls or built-in appliances; or • Lifting carpets or other floor coverings before we can start work, or replacing them once we’ve finished. You may decide to call a specialist contractor to do this work for you, or we might be able to do this for you at an extra cost which we’ll agree in advance.

4. General Conditions UK law Your agreement is bound by the laws of whichever country the property included in your agreement is in – England and Wales, or Scotland. Payment: Any deposit shown on your quotation must be paid when you accept your quote. You’ll need to pay the balance we’ve quoted you once we’ve finished the work, unless we’ve agreed you can pay in instalments. We may pre-authorise payment for the full amount of the quote when you accept it and use this same card to take any cancellation fees you may incur.

12-month guarantee

We guarantee to repair or replace any faulty parts we’ve supplied or fix any faulty work that we’ve done for twelve months from the date that we did the work. But in some cases we can not give you a guarantee (eg taking over from a previous plumber or replacement of a macerator) This doesn’t affect your statutory rights under the Consumer Rights Act 2015, if applicable, and any laws that replace it. If you want independent advice about your rights, you can speak to Citizens Advice or Trading Standards.

Reasonable timescales

We’ll give you our best time estimate for doing the work and we’ll do our best to keep to this, unless something beyond our control makes that impossible – in which case we’ll let you know as soon as possible and arrange a new time.

Getting into your home

Our engineers will only work in your home if there’s someone 18 years old or older there. It’s your responsibility to give us access to your home. If we can’t get access, we won’t be able to complete the work and you’ll need to contact us to arrange another appointment. (Re booking fee of £45 will be payable)

Working in dangerous conditions

We won’t start or continue doing any work in your home if we believe there’s a health and safety risk, for example: hazardous chemicals, pest infestations, verbal or physical abuse, or harassment – and we won’t return to finish the work until that risk is gone and the full booking fee will be payable.

If the safety earthing arrangements in your home don’t meet the standards set out in the current institute of Electrical Engineers Regulations, we’ll tell you what work needs to be done to fix this and agree a cost with you. We may not be able to start the work we’ve quoted for until this work is completed – the engineer who visits you will make this decision. If any asbestos needs to be removed before we can work in your home, you’ll need to arrange and pay for someone else to remove it and give you a Certificate of Reoccupation which you’ll need to show us. Permissions and consents It’s your responsibility to get any permission needed for the work, as we don’t accept liability for unauthorised work, e.g., if you don’t own the property, you’ll need to get the owner’s permission first, or if the property is a listed building, you may need planning permission.

You’ll be responsible for any losses or costs to us if claims are made against us for work carried out without the proper permission. Design or existing faults We won’t be responsible for the cost of repairs, or gaining access to make repairs, if there are design faults (unless we’re responsible for the design faults).

We also won’t be responsible for faults which existed before we gave you a quote, faults which we’ve told you about on a previous visit, or faults which we couldn’t reasonably have been expected to know about when we gave you the quote.

Other loss or damage

We’ll do our best to carry out the work without causing unnecessary damage to your property, but you accept that the work (including removing or dismantling any existing fixtures and fittings) may cause damage. We’ll repair any damage we cause in getting access to your appliance or system by replacing items such as cabinets or cupboards that we’ve removed and by filling any holes we’ve made and leaving a level surface – but we won’t replace or restore the original surface or coverings, for example tiles, floor coverings, decoration, grass, or plants. If the original surface or construction was damaged because of any prior fault with your system, for example a water leak, we will not replace the original surface. Water supply and pressure We won’t be responsible for your central heating, plumbing or drainage system not working properly because you don’t have enough water supply, or the water pressure is variable.

5. Specific Terms

5.1 Immersion heater: If we replace an existing hot water cylinder, we’ll try our best to reinstall your immersion heater if possible. If we can’t do this, we’ll agree an additional cost with you to supply and fit a replacement immersion heater.

5.2 Plumbing and drains works: You’ll need to make sure we have clear access to drains and manhole covers, and a supply of mains electricity and water. If this isn’t provided to us, you may be responsible for any extra costs to us for any additional work as a result.

All bookings are subject to a cancellation fee

6. Scheduled plumbing bookings if cancelled by you are subject to a cancellation fee of £45 if cancelled 48 hours before the booked date, the full fee of £60 will be required if cancelled within 48 hours of the date appointment booked.

6.1 Power flush Bookings are subject to a cancellation fee of £100 and payment for any special-order chemicals

6.2 Emergency Call outs day or night are subject to the full amount if cancelled before we arrive, we guarantee to arrive in under 90 minutes, if you cancel in that time before we arrive or while we are at the premises full payment will be required, £120

6.3 All parts ordered in will be subject to a 40% handling fee if we must return them because you have cancelled for whatever reason.

6.4 New bathroom, if you have agreed to have a new bathroom and paid a deposit (£700 min) you are agreeing to the terms set out, the £700 deposit will be forfeited if you chose to cancel for any reason.

What we promise you.

7. Emergency Call Outs

We guarantee to arrive in 90 minutes or less to any emergency, if we fail you by one minute or more, we will discount the emergency fee by 20%

7.1 Scheduled bookings: Whilst we do everything possible to get to you on time, some jobs before you can go over the time expected and we can be late, we will always call you to explain why we are late and keep you updated. The only time slot we guarantee to be on time for (subject to traffic) is the first call job of the day e.g. 9am.

7.2 We reserve the right to move a booking for any reason and re book within 3 working days, If you can show you have another company that can attend within the 3 working days and wish to cancel our service, no fee will be payable, If you cancel and do not accept the new booking date and can’t prove you have booked with another company for a day and time before our re booked date then a cancellation fee is payable. (Unless it can be shown that the work required is no longer needed) for example you booked a temporary water supply to be installed for a function that has now already taken place. We will consider all cases on their own merits.

Making a complaint: To make a complaint: *

• Email us at complaints@silverline-plumbing.co.uk

• Or write to us at: Silverline Plumbing, 53 Dulnan Close, Tilehurst, Reading, RG30 4YN