Terms & Conditions

The Service

1. Advanced Heating and Plumbing Ltd shall at all times provide competent personnel in carrying out the service.
2. Advanced Heating and Plumbing Ltd shall provide a service within the hours of 8.00 am and 5.30pm, Monday to Friday, excluding public holidays, at the current standard rates of the company.
3. Advanced Heating and Plumbing Ltd shall provide the service outside normal hours at the current overtime rates of the company.
4. The service shall be offered on the basis that it will be provided as quickly as reasonably possible within the confines of current workload, availability of personnel, weather and traffic conditions, transport and fuel availability, availability of parts, and any other circumstances beyond control. Any offers or responsibility shall be accepted for delays caused by such conditions.
5. Advanced Heating and Plumbing Ltd shall endeavour to respond to emergency call outs within 2 hours and emergency call outs will be charged at the current overtime rates of the company, this excludes boiler breakdowns unless the property is affected by extreme cold weather conditions. See additional charges below.

6. Time and Materials: Labour charges are calculated from the point of arrival at the customer's premises to the point of finishing the job. Charges are based on 15 mins rounded up to the next half hour. Chargeable time includes time spent collecting parts from suppliers.
7. Minimum Charge: A minimum charge of one hour may apply during normal working hours.
8. Charging Period: Where charging rate overlap, the rate charge shall increase or decrease accordingly.
9. Materials and Parts Charges: Parts and fittings provided by the company shall be charged at current selling list prices. Any materials that need to be collected from a supplier/merchant shall be discussed with the customer.
10. All Fixed Price Quotations: A fixed price quotation shall be provided in writing or agreed on site and documentation shall be in the job report sheet or invoice, signed by the customer.
11. Fluctuations: No further work will take place until both parties have agreed on the price and scope of the work in case of unforeseen circumstances.
12. Water Heating Installations: Quotations assume that the existing plumbing/system is in a satisfactory condition. The company shall not be liable for defects arising from pre-existing faults, plumbing, tanks, boilers, water cistern, stopcock, or attached parts.

Additional Terms

13. Travelling Time: The company shall not charge for travelling time during normal working hours unless collecting materials from suppliers. Additional charges may apply if the work location is outside the normal working areas, or if adverse weather, traffic, or access conditions apply.
14. Access Conditions: If the customer cannot or refuses to make payment on completion, additional charges may apply for collection efforts.
15. Advance Payments: The company may require advance payments, stage payments, or deposits.
16. Cheque Payments: The company reserves the right to refuse cheques unless backed by a guarantee and may require cash payment.
17. Dishonoured Cheques: A charge of £40 will apply for each dishonoured cheque to cover administrative costs.
18. Account Facilities: By prior arrangement only, account facilities may be granted. Signed official orders will be required.
19. Account Terms: Payment is due within 7 days unless otherwise agreed.
20. Overdue Accounts: Late payments will incur a 3% per annum interest charge above the Bank of England Base Rate and an £18 weekly administration fee until settled.
21. Debt Collection: If payment is not received within 30 days, the company may employ debt collection services, with all costs recoverable from the customer.
22. Lien on Materials: The company retains ownership of all materials, plant, and machinery until the balance is fully paid.

Payment Terms

1. Payment Authorisation: No work shall commence until the customer or their authorised agent signs the authorisation and undertakes to pay for work carried out.
2. Waiting Time for Payment: If the customer delays payment upon completion, waiting time will be charged.
3. Payment Collectors: If the customer cannot or refuses to make payment on completion, additional charges may apply for collection efforts.

Making a Complaint

1. Workmen: Customers are responsible for obtaining necessary consent or wayleaves for work on private property.
2. Licenses: Any required licences or permits must be obtained by the customer.
3. Liability: The company shall not be liable for unavoidable spillages, leaks, or damage due to emergency work situations.
4. Making Good: The company is not responsible for damage to carpets, decorations, or floors in carrying out works explicitly stated in the quotation.
5. Customer Preparation: The customer must protect or remove carpets, furniture, and valuables from work areas.
6. No Liability for Unprotected Items: Items left unprotected shall be deemed at risk.
7. Furniture Removal: If requested, the company may move furniture but will not be responsible for damage.
8. Cupboards & Flooring: If requested, the company may dismantle/reassemble cupboards or flooring but will not be responsible for damage.

Guarantees

1. Marks & Stains: The company is not responsible for marks, stains, spillages, or any other unavoidable damage during work.
2. Indemnity: Clause for liability to start on premises/work caused by the company's negligence. Liability shall be limited to reasonable/foreseeable financial losses due to a breach of contract or negligence.
3. Guarantee Period: All guaranteed work carries a 60 day warranty, covering defects due to faulty materials or workmanship.
4. Warranty Conditions: The warranty is invalid if misuse, tampering, or attempted repairs by unauthorised persons are found.
5. No Service Support: If fault occurs within 60 days, the company will provide service within 36 hours (Monday to Friday excluding holidays) at no cost. If the defect is due to company-supplied parts.
6. Manufacturer Warranties: Parts supplied by manufacturers will be covered under their warranty. Labour charges may apply beyond the 60-day company warranty.
7. Non-Guaranteed Work: The company will carry out work as requested by the customer, even against advice, but without liability.

Waste Removal

1. Disposal of Rubbish & Parts: The company will remove waste materials unless the customer requests retention. Bulky waste may incur an additional charge.

Complaints Procedure

The company strives to provide high quality service. If you have concerns, please contact us immediately by phone, email, or post.

Business Complaint Procedure:

• The company will respond within 5 days of receiving a complaint.
• A site visit will be arranged within 28 days if necessary.
• If a resolution cannot be reached, the complaint may be escalated to an Alternative Dispute Resolution (ADR) service.
• As part of the Which? Trusted Trader Endorsement, you may refer complaints to Which? Trusted Traders' ADR service by calling 029 2267 0040 for eligibility guidance.