Terms and Conditions

1. Introduction

These Terms and Conditions apply to work undertaken by LAB Plumbing & Heating, an independent plumbing, heating and gas services business based in Chester-le-Street, County Durham, serving domestic and light commercial customers across the North East of England.

These terms form part of the agreement where provided before the customer accepts a quotation or instructs us to proceed. Nothing in these terms affects statutory consumer rights.

2. Services Offered

• Our services include general plumbing and repairs; boiler installation, servicing and repairs; gas appliance work and safety inspections; central heating and radiator work; bathroom installations and refurbishments; hot water systems; emergency repairs; and landlord gas safety certificates.
• The scope of each job is as described in the accepted quotation or written job description. Work will be performed with reasonable care and skill and in accordance with applicable legislation and standards.

3. Quotations and Pricing

• Standard quotations are free unless a charge for diagnostics, surveys or specialist assessments is agreed in advance. Quotations are valid for 30 days unless stated otherwise.
• Prices include only the labour and materials expressly described. VAT is charged only where applicable and will be shown clearly.
• Changes to scope, concealed defects or additional work may affect the price. We will explain and agree additional charges before proceeding, except for immediate action reasonably needed to make an installation safe.

4. Payments and Deposits

• For work with a quoted total of £500 or more, we may require a 25% deposit before work begins. Higher deposits for specialist or high-value materials may be agreed in advance. We may waive deposits for returning customers or jobs with low upfront costs.
• Staged payments for larger projects will be set out in writing. Unless otherwise agreed, the balance is due on completion of the agreed work and presentation of the invoice. Payment is accepted by bank transfer or cash.
• Deposits are not automatically non-refundable. Any deduction following cancellation will reflect applicable cancellation rights, completed work and reasonable losses lawfully recoverable. Unpaid debts may be pursued by lawful means; commercial late-payment interest may apply where legally permitted.

5. Customer Responsibilities

• Customers must provide safe access to working areas, and water and electricity where reasonably required.
• Please disclose known hazards, defects and access restrictions. Move or protect valuables and fragile belongings, and keep children and pets clear of work areas.
• Additional visits or labour caused by customer delays or restricted access may be charged where agreed or otherwise legally recoverable.

6. Cancellations and Rescheduling

• Please provide at least 48 hours' notice to cancel or rearrange an appointment. This is a requested notice period, not an automatic cancellation charge. Where permitted by law, we may seek reasonable, evidenced losses directly caused by late cancellation.
• For qualifying contracts agreed by telephone, online or away from business premises, statutory cancellation rights may apply, commonly a 14-day period. Where a customer expressly requests work to begin during that period, we will obtain any legally required confirmation and handle cancellation charges in accordance with the law. Special rules may apply to urgent repairs.
• If emergencies, illness, severe weather or supplier delays require us to rearrange work, we will give reasonable notice and offer a new date. Statutory rights remain unaffected.

7. Workmanship Guarantee

• We provide an additional 6-month contractual workmanship guarantee from completion for defects directly attributable to our labour. We will investigate reported defects and rectify covered workmanship issues as appropriate.
• The guarantee does not cover unrelated existing faults, misuse, accidental damage, normal wear, inadequate maintenance or third-party alterations. Manufacturer warranties are separate. The 6-month period does not limit statutory rights, which may extend beyond it.

8. Existing Installations and Unforeseen Issues

• Hidden leaks, damaged pipework, rotten floors, defective wall surfaces, unsuitable electrical work or other concealed problems may be discovered after work begins. We will explain the issue and seek agreement for additional remedial work and costs before proceeding.
• We will exercise reasonable care when removing old fixtures, but aged or fragile items may not be reusable. We remain responsible for loss or damage caused by failure to use reasonable care and skill.

9. Customer-Supplied Materials

• Customers supplying taps, appliances, sanitaryware, radiators or other products must ensure they are available and suitable for the intended work. We may refuse unsafe or unsuitable products.
• Unexpected fitting modifications, missing parts or incompatibility may lead to additional charges where agreed. Product defects are generally dealt with through the customer's supplier; our responsibility for our own workmanship and statutory obligations remains unchanged.

10. Waste Removal and Disposal

• Removal and disposal of old appliances, sanitaryware, packaging and building waste are included only where expressly stated in the quotation. Otherwise the customer arranges suitable disposal. Additional removal can be quoted separately.
• We will take reasonable steps to keep the work area safe and tidy.

11. Gas Safety and Compliance

• Gas work will be carried out by appropriately qualified Gas Safe registered engineers within their scope of competence and in accordance with applicable safety legislation. Unsafe appliances or installations will be dealt with under appropriate safety procedures and the customer informed.
• We will not knowingly commission or reconnect an unsafe installation. Any additional remedial work will be quoted separately unless already included.

12. Liability and Insurance

• LAB Plumbing & Heating maintains public liability insurance up to £5 million, subject to the policy terms. We take reasonable care to protect property and are not responsible for unrelated pre-existing faults unless our negligence or breach causes or worsens the loss.
• Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud or any liability that cannot legally be excluded.
• Customers must obtain required landlord or other consents unless we have agreed otherwise in writing.

13. Privacy and Data Protection

We use contact, property and job details to prepare quotations, schedule and carry out work, invoice, maintain service records and meet legal obligations. Data may be shared where necessary and lawfully justified with subcontractors, suppliers, software providers, professional advisers or authorities. We take reasonable steps to protect personal information in accordance with UK data protection law. See our Privacy Policy for full details.

14. Complaints and Aftercare

Please contact us promptly with any concerns about our work or service. We will investigate fairly, may arrange an inspection and will seek to resolve valid workmanship concerns within a reasonable time. This process does not restrict your legal remedies.

15. Governing Law

These terms are governed by the laws of England and Wales. Disputes will be heard in the courts with jurisdiction under applicable law. If a clause is unenforceable, the remaining terms continue to apply. Consumer statutory rights are unaffected.

16. Contact Details

LAB Plumbing & Heating, Chester-le-Street, County Durham, North East England. Call 07438 818496 or email labheating1@gmail.com.

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