Terms & Conditions

1. Introduction

1.1 This website (“our Site”) promotes the business referred to on it. In these conditions, the business will be referred to as ‘we’ and/or ’our’.

1.2 Use of our Site is on the following terms (the “Terms of Use”). If you do not agree to these Terms of Use, please stop using our Site immediately. By accessing and using our Site you are indicating your acceptance to be bound by these Terms of Use. They are a legal agreement between you and us and can only be amended with our consent. They should be read in conjunction with any details provided on our Site about how our Site operates and the services which are available, including our Privacy & Cookie Policy and Trading Terms (if applicable).

1.3 We reserve the right to change these Terms of Use from time to time without prior notice by changing them on our Site.

2. Accessing our Site

2.1 We cannot guarantee that our Site will operate continuously or without interruptions or be error-free. You must not attempt to interfere with the proper working of our Site and, in particular, you must not attempt to circumvent security, tamper with, hack into, or otherwise disrupt our Site or any computer system, server, router or any other internet-connected device.

2.2 You are responsible for ensuring that your computer system meets all relevant technical specifications necessary to use our Site and is compatible with our Site. You also understand that we cannot and do not guarantee or warrant that any content on our Site will be free from infection, viruses and/or other code that has contaminating or destructive properties. You are responsible for implementing sufficient procedures and virus checks (including anti-virus and other security checks) to satisfy your particular requirements for the safety and reliability of data input and output.

2.3 From time to time, we may restrict access to certain features or parts of our Site, or our entire Site, to users who have registered with us. If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential, and you must not disclose it to any third party. We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our opinion you have failed to comply with any of the provisions of these Terms of Use.

2.4 We reserve the right, in our discretion, to withdraw, suspend or modify our Site or certain features or parts of our Site with or without notice to you, where we have reason to do so. There may also be times when our Site or certain features or parts of our Site become unavailable, whether on a scheduled or unscheduled basis. You agree that we will not be liable to you or to any third party for any withdrawal, modification, unavailability, suspension or discontinuance of our Site or any service available on or through our Site.

3. Using our Site

3.1 You must use our Site and the information available from our Site responsibly. No such information may be used for or in connection with any unlawful, immoral or anti-social purpose, or in a manner which is or may be damaging to our name or reputation.

3.2 You cannot use our Site:

• for any unlawful purpose;
• to send spam;
• to harm, threaten, abuse or harass another person, or in a way that invades someone’s privacy or is (in our reasonable opinion) offensive or is unacceptable or damaging to us, our customers or suppliers;
• to create, check, confirm, update or amend your own or someone else’s databases, records, directories, customer lists, mailing or prospecting lists;
• to tamper with, update or change any part of our Site;
• in a way that affects how it is run;
• in a way that imposes an unreasonable or disproportionably large burden on us or our suppliers’ communications and technical systems as determined by us; or
• using any automated means to monitor or copy our Site or its content, or to interfere with or attempt to interfere with how our Site works.

4. Intellectual property rights

4.1 All content on our Site including but not limited to text, software, photographs and graphics is protected by copyright. We, or our licensors, own copyright and/or database rights in the selection, coordination, arrangement and enhancement of such content, as well as in the original content. Except as expressly set out in these Terms of Use, nothing in these Terms of Use shall give you any rights in respect of any intellectual property owned by us or our licensors. You shall not assert or attempt to obtain any such rights and you shall not use, copy, reproduce, modify, publish, transmit, participate in the transfer or sale of, create derivative works from, or in any way exploit, our name, trade marks, logos or other proprietary marks, or any of the content of our Site, in whole or in part, except as provided in these Terms of Use.

5. If you provide content for our Site

5.1 If you provide any material to our Site (for example, by providing ratings and reviews, comments, articles or uploading any other content in any format (including video) (each “User Content”) you agree to grant us permission, irrevocably and free of charge, to use the User Content (including adapting it for operational or editorial reasons) in any media worldwide, for our own marketing, research and promotional activities and our internal business purposes which may include providing the User Content to selected third party partners, service providers, social media and networking sites.

5.2 You own your User Content at all times, and you continue to have the right to use it in any way you choose.

5.3 By providing any User Content to our Site you confirm that such User Content:

• is your own original work or you are authorised to provide it to our Site and that you have the right to give us permission to use it for the purposes set out in these Terms of Use;
• will not contain or promote anything illegal, harmful, misleading, abusive, defamatory (that is, it does not damage someone’s good reputation) or anything else that might cause widespread offence or bring us or our business partners into disrepute;
• does not take away or affect any other person’s privacy rights, contract rights or any other rights;
• does not contain any virus or other code that may damage, interfere with or otherwise adversely affect the operation of our Site;
• will, if used to promote your own business or services, clearly and openly state your association with the particular business expressly; and
• will not contain any form of mass-mailing or spam.

6. Our liability

6.1 Although we hope our Site will be of interest to users, we accept no liability and offer no warranties or conditions in relation to our Site or its content, to the fullest extent such liability can be excluded by law.

6.2 There is no limit to what we and the people who provide our services will be liable for if someone dies or is injured because of our negligence or because we have committed fraud.

6.3 Under no circumstances will we, the owner or operator of our Site, or any other organisation involved in creating, producing, maintaining or distributing our Site be liable, whether in contract, tort (including negligence), breach of a statutory duty, even if foreseeable, for any loss of:

• profits, sales, business, or revenue;
• business interruption;
• anticipated savings;
• business opportunity, goodwill or reputation;
• use of, or corruption to information; or
• information.

7. General

7.1 Where our Site contains links to other websites and resources provided by third parties, these links are provided for your information only. We have no control over the contents of those websites or resources.

7.2 Any formal legal notices should be sent to us using the details set out on our Site.

7.3 Failure by us to enforce a right does not result in waiver of such right. You may not assign or transfer your rights under these Terms of Use.

7.4 If any part of these Terms of Use is found to be unenforceable as a matter of law, all other parts of these Terms of Use shall be unaffected and shall remain in force.

8. Governing Law and Jurisdiction

8.1 These conditions make up the whole agreement between you and us in how you use our Site. If a court decides that a condition is not valid, the rest of the conditions will still apply.

8.2 The laws of England and Wales apply to your use of our Site and these conditions. We control our Site from within the United Kingdom. However, you can get access to our Site from other places around the world. Although these places may have different laws from the laws of England and Wales, by using our Site you agree that the laws of England and Wales will apply to everything relating to you using our Site and you agree to keep to these laws. We have the right to take you to court in the country you live in.

9. How to contact us

9.1 If you experience problems with our Site or would like to comment on it, please feel free to contact us by using the details set out on our Site.

Introduction

Before you contact us, our terms are available on our website, giving you the chance to get a better understanding of our terms before you start booking.

When contacting us, we verbally explain the rates, and we also include a description on our Price Guide page.

We note that many people may not visit our terms prior to the booking; for this reason, we have a brief statement of our terms on our website. By paying the call-out fee you are in full agreement with our terms.

From the moment you pay the deposit covering the call-out fee, it will be non-refundable, and a minimum of 1 hour of labour applies from the arrival of the contractor being assigned to you.

Our aim is always to try and get a contractor over to you within the hour, from the moment you confirm your receipt to the moment the engineer arrives; however, our agreement is within 3 hours unless stated otherwise and agreed to in principle.

1. Important notice

This Privacy Policy describes how we obtain and use your personal data, why we are allowed to do so by the law, who has access to your personal data and what your rights are. Please review it carefully.

In the event that the Site contains a separate Privacy Statement linked to via the Site homepage, in the case of conflict between that Privacy Statement and this Privacy Policy, the Privacy Statement shall prevail over this Privacy Policy.

We take your privacy seriously and use your personal data as further explained in this Privacy Policy. We are the “controller” of the personal data you provide to us.

You have the right to object to us processing your personal data for our legitimate business interests or for direct marketing purposes (including any related profiling). For more information about your rights and how you can exercise them, please see the section Your rights.

2. Personal Data we may collect and why

Personal data is any information which identifies you personally whether directly (for example, your name) or indirectly (for example, information about your use of our products and services). We may collect the following data about you:

• Contact details: your name, email address, and telephone number so that we can contact you in response to an enquiry you make via our Site or in relation to the products and services that we have agreed to provide to you;
• Correspondence: any additional personal data you may provide to us from time to time if you contact us by email, letter or telephone, through our Site, by submitting a comment on our Site, or by any other means;
• Survey responses: information from surveys that we use for research purposes, if you choose to respond to them;
• Transaction details: information relating to transactions you carry out through our Site and for the purposes of fulfilling your orders;
• Details of visits to the Sites: details of your visits to our Site, including traffic data, location data, weblogs and other communication data, and the resources that you access.

3. Cookies

We collect information about your use of our Site through cookies. Cookies are small files stored on your computer, tablet or smartphone that help websites remember who you are and information about your visit. Cookies can help to display the information on our Site in a way that matches your interests. Most major websites use cookies.

The cookies we and our business partners use on our Site are broadly grouped into the following categories:

• Essential – some cookies are essential for us to provide you with a service you have requested, such as enabling communication between your browser and our Site. You may not be able to use our Site without these cookies.
• Analytics – we use analytics cookies to understand how users engage with our Site, for example counting the number of different people coming to our Site.
• User Cookies – we use cookies to improve your experience by remembering your preferences so we know how you like to use our Site.
• Social Sharing – we use third party cookies to allow you to share content directly on social networking/sharing sites like Facebook, Twitter or Google+.
• Interest-Based Advertising – third party cookies may be used to collect information about the types of things that interest you so that the adverts you see are more relevant.

4. How we use your personal data

We use your personal data to provide you with the products and services you have requested; to send you service communications, including in relation to changes to our terms; for direct marketing (including by trusted partners) where you have provided consent or we otherwise have the right to do so; to track your usage of our website, communications, products and services; to provide and improve customer support; to maintain our records and improve data accuracy; to respond to enquiries, complaints and disputes; and to investigate, detect and prevent fraud and comply with our legal obligations.

You can unsubscribe from our direct marketing at any time by clicking the “Unsubscribe” link in any of our emails or by contacting us.

5. Legal grounds for processing

Data protection law requires us to only process your personal data if we satisfy one or more legal grounds. We rely on your consent (for example, for marketing communications); on processing that is necessary for the performance of a contract and to comply with our legal obligations; and on processing that is necessary for the purposes of our legitimate business interests or those of a third party. Where we think there is a risk that one of your interests or fundamental rights and freedoms may be affected, we will not process your personal data unless there is another legal ground for us to do so.

6. Who we share your personal data with

We may provide your personal data to our suppliers and service providers who provide certain business services for us and act as “processors” of your personal data on our behalf. In addition, we may disclose your personal data if we are under a duty to do so in order to comply with any legal obligation, or in order to protect the rights, property, or safety of our business, our customers or others.

7. How long we keep your personal data for

We retain your personal data for no longer than is necessary for the purpose(s) for which it was provided. When determining the relevant retention periods, we take into account legal obligations to retain data, the statute of limitations, potential or actual disputes, and guidelines issued by relevant data protection authorities. Otherwise, we securely erase your personal data from our systems when it is no longer needed.

8. Your rights

You have the following rights regarding your personal data:

• Right to be informed about how we use your personal data and your rights.
• Right of access to your personal data and certain other information.
• Right to rectification if your personal data is inaccurate or incomplete.
• Right to erasure (‘the right to be forgotten’) in certain circumstances.
• Right to restrict processing of your personal data in certain circumstances.
• Right of data portability in certain circumstances.
• Right to object to processing for our legitimate business interests or direct marketing.
• Right to withdraw consent to processing at any time.
• Right to make a complaint to the Information Commissioner’s Office (ICO).

9. How to contact the regulator

If you would like to exercise your data protection rights, or if you are unhappy with how we have handled your personal data, please contact us using the details on our Site. If you are not satisfied with our response, you can make a complaint to the Information Commissioner’s Office (ICO) by writing to: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF; calling 0303 123 1113; or submitting a message through ico.org.uk.

10. Links to other websites

Our website may contain hyperlinks to websites owned and operated by third parties. This Privacy Policy does not apply to those other websites. We encourage you to read the privacy statements on the other websites you visit, as they will govern the use of any personal data you provide. We do not accept any responsibility or liability for the privacy practices of such third party websites and your use of such websites is at your own risk.

11. Changes to this Privacy Policy

This Privacy Policy may be revised from time to time in order to reflect changes in legal requirements, business operations, or service offerings. We recommend that you consult this document regularly, particularly when submitting personal information to us, to ensure you remain informed of any amendments.

1. Disclaimer regarding third-party products, components & appliances

While we may assist in the installation of third-party appliances, components, or other devices, we do not accept any liability for their performance, reliability, or longevity. The warranty and post-sale support for such items remain solely the responsibility of the original manufacturer or authorised distributor.

• It is your responsibility to ensure that all products and appliances purchased are properly registered with the manufacturer, in accordance with their terms and conditions.
• Failure to register your appliance may result in the voiding of warranty or support entitlements.
• We recommend that you retain proof of purchase, warranty cards, and serial numbers for all third-party equipment for future reference.
• Although we are not obligated to assist in post-sale manufacturer support, we may, upon request and subject to availability, offer guidance on the registration process.

2. Appliance registration assistance

Should you require our assistance with registering appliances or products with their respective manufacturers, we will be pleased to assist subject to prior agreement and availability. Please be advised that such support:

• Must be requested explicitly at the time-of-service quotation or booking.
• Will be provided only within a reasonable timeframe depending on our schedule and workload.
• May incur additional administrative charges, particularly if it requires extended coordination or documentation.

3. Validity of quotations

All written or verbal quotations issued by us shall remain valid for a period of 48 hours from the time of issuance. Due to the volatile nature of the market, particularly concerning the price of materials and appliances, we cannot guarantee the accuracy or availability of quoted prices beyond this time frame.

• Should you choose to proceed after the 48-hour window has lapsed, a revised quotation will be required.
• Prices may increase or decrease based on supplier rates, availability, and delivery schedules.

4. Advance payment for materials

In all cases where materials, parts, or products are required for your project or service, the full cost of these materials must be paid in advance of any procurement or commencement of work. This ensures timely ordering and delivery, protects both parties from delays, and confirms your commitment to the agreed works. We regret that we cannot commence any job until material costs have been settled in full.

5. Service confirmation, cancellations & call-out charges

Once a service appointment has been formally confirmed and accepted by the client, any cancellation – regardless of cause – will be subject to a call-out fee, as originally agreed upon during the booking process.

• This fee is non-refundable and reflects our time, travel costs, and administrative effort in preparing for the visit.
• Where the cancellation is made with less than 24 hours’ notice, we reserve the right to charge additional fees or decline future bookings.
• If the engineer/technician arrives on-site and the client is unavailable or unwilling to proceed, the call-out charge still applies in full.

6. General customer responsibilities

To ensure a seamless and professional service experience, we kindly request that you:

• Provide accurate and complete information at the time of booking.
• Ensure access to the premises is granted at the agreed time.
• Make any special requests, such as registration support or extended guidance, beforehand, so we can accommodate them appropriately.