Definitions

‘Company’ refers to Pyramids Plumbing and Heating Ltd.

‘Customer’ refers to the individual or business to whom the quote or invoice is addressed.

‘Works’ or ‘Work’ refers to any project laid out in quotes or invoices provided by Pyramids Plumbing and Heating Ltd.

‘Force Majeure’ refers to any cause beyond the reasonable control of the affected party, including, but not limited to, any act of God, war, riots, acts of the public enemy, fires, strikes, labour disputes, accidents, or any act in consequence of compliance with any order of any government or governmental authority.

1. Payment Terms

1.1 Final payment must be made on site to the attending engineer immediately upon completion. Payment by card or cash.

1.2 Invoice payments must be agreed in advance. A 2.5% administration fee applies. Terms will be confirmed in writing.

1.3 Klarna and Clearpay are accepted for eligible works. A 10% administration fee applies.

1.4 All invoices are due immediately upon completion unless agreed otherwise.

1.5 For works subject to snagging, 95% is payable upon completion of main works. The remaining 5% is due upon snagging completion or within 14 days of invoice date, whichever is sooner.

1.6 Late payments incur interest at 3% above the Bank of England base rate.

1.7 The Company may suspend works and withhold certificates, reports, warranties or documents where payment is outstanding.

1.8 Materials remain the property of the Company until paid in full. The Company reserves the right, where lawful, to remove materials if payment is not received.

2. Quotations & Acceptance

2.1 Quotations are valid for 30 days.

2.2 Prices include VAT where applicable.

2.3 Work will not commence until written acceptance and a 40% deposit are received.

2.4 Deposits are non-refundable once a start date is agreed and materials ordered, unless cancelled by the Company.

3. Variations & Additional Works

3.1 Additional works, changes, or unforeseen issues (including hidden defects, corrosion, poor previous work or non-compliant installations) will be charged at the Company’s standard rates plus materials unless agreed otherwise.

4. Access & Delays

4.1 The Customer must provide safe and reasonable access during working hours.

4.2 Delays caused by restricted access, third parties or site conditions may result in additional charges.

5. Parking

5.1 If no suitable parking is available within 50 metres and a penalty is incurred, a reduced £35 charge will apply.

6. Defects & Guarantee

6.1 Workmanship is guaranteed for 6 months.

6.2 The 6-month workmanship guarantee is an additional contractual guarantee and does not affect the Customer’s statutory rights.

6.3 The guarantee covers labour defects only and excludes blockages, wear and tear, misuse, scale, corrosion, frost damage, manufacturer faults, defective components, pre-existing system issues or faults caused by third-party interference.

6.4 A £65 call-out fee applies during the guarantee period.

6.5 If the fault is due to our workmanship, no further labour charges apply.

6.6 If unrelated to our work, full costs are payable.

6.7 Defects must be reported in writing within the guarantee period for the purposes of the Company’s 6-month workmanship guarantee. This does not affect any statutory rights the Customer may have outside that guarantee period.

6.8 Products may be covered by applicable manufacturer warranties. Manufacturer warranties are separate from and do not affect the Customer’s statutory rights.

Silicone, Sealants & Flexible Seals

6.9 Silicone, sealants, flexible joints and similar finishing materials are maintenance items and are subject to deterioration through normal use and environmental conditions.

6.10 Unless otherwise agreed in writing, the Company’s guarantee for the initial application of silicone, sealants and flexible seals is limited to 6 months from completion.

6.11 The guarantee does not cover deterioration, discolouration, mould, staining, shrinkage or separation caused by normal wear and tear, movement of baths, shower trays, sanitaryware, walls or floors, inappropriate or abrasive cleaning products, lack of cleaning or maintenance, excessive moisture, poor ventilation or circumstances outside the Company’s reasonable control.

6.12 Where failure within the guarantee period is established to have resulted from defective application or workmanship by the Company, the affected sealant will be remedied in accordance with the workmanship guarantee.

Drainage & Blockages

6.13 The Company guarantees the workmanship of drainage and waste pipework installed by the Company in accordance with the workmanship guarantee above.

6.14 The workmanship guarantee does not constitute a guarantee that drains, waste pipes, traps or sanitary fittings will remain free from future blockages.

6.15 The Company is not responsible for subsequent blockages caused by hair, grease, food, wipes, sanitary products, foreign objects, scale, debris, misuse, lack of maintenance, pre-existing drainage defects or restrictions elsewhere within the drainage system.

6.16 Where new drainage or waste pipework is connected to an existing drainage system, responsibility applies to the Works carried out by the Company and does not automatically extend to defects, restrictions or blockages elsewhere within the existing drainage system.

6.17 Where investigation establishes that a blockage or drainage issue resulted directly from defective workmanship by the Company, the Company will provide an appropriate remedy in accordance with these Terms and the Customer’s statutory rights.

7. Existing Systems

7.1 The Company is not responsible for faults arising from pre-existing conditions including sludge, debris, ageing components, undersized pipework or previous non-compliant work.

7.2 Where existing systems are retained, further unrelated issues may arise.

7.3 Unless expressly included within the quotation, the Company is not undertaking a complete replacement, redesign or renewal of the property’s existing plumbing, heating or drainage system.

7.4 Where Works connect to or retain existing pipework, valves, fittings, appliances or other components, the Company’s responsibility for its Works does not automatically extend to the condition or future performance of parts of the existing system that were not supplied or installed by the Company.

7.5 The Company’s connection to or use of existing pipework or components does not constitute a guarantee of the entire existing system.

8. Customer-Supplied Materials

8.1 No guarantee is provided on customer-supplied items.

8.2 The Company is not responsible for incompatibility, inherent product defects or delays relating to customer-supplied materials.

8.3 Additional labour charges may apply if items are unsuitable or faulty.

8.4 Nothing in this section excludes responsibility for the Company’s own workmanship when installing customer-supplied materials or affects the Customer’s statutory rights.

9. Liability

9.1 The Company is not responsible for unavoidable cosmetic damage where reasonable access is necessary to carry out the agreed Works, provided reasonable care and skill are exercised.

9.2 Customers must take reasonable steps to protect or remove furnishings, possessions and fixtures from the working area.

9.3 Responsibility applies to pipework, fittings and Works directly carried out by the Company, subject to applicable law.

9.4 The Company is not responsible for unavoidable damage caused while reasonably investigating or accessing concealed systems, provided reasonable care and skill are exercised.

9.5 External pipework making good will not include decoration unless agreed in writing.

Leaks, Emergencies & Opportunity to Attend

9.6 If the Customer becomes aware of a leak, escape of water, gas-related concern or other suspected fault relating to the Company’s Works, the Customer should contact the Company as soon as reasonably practicable and, where circumstances permit, give the Company the first reasonable opportunity to inspect and attend to the issue.

9.7 The Customer should take reasonable immediate steps to prevent further loss or damage where safe to do so, including isolating the relevant water supply or appliance where appropriate.

9.8 The Company should normally be contacted before another contractor is instructed to investigate, alter or repair the relevant Works.

9.9 The Customer may instruct an appropriately qualified emergency plumber, Gas Safe registered engineer or other competent contractor where:

• there is an immediate risk to persons or property;

• urgent action is reasonably necessary to prevent further damage;

• the Company confirms that it cannot attend within a reasonable time;

• the Company does not respond within a reasonable time having regard to the seriousness of the situation; or

• the Company agrees that another contractor should attend.

9.10 Where another contractor attends in an emergency, the Customer should, where reasonably practicable, ask that only work reasonably necessary to make the situation safe or prevent further damage is undertaken until the Company has had a reasonable opportunity to inspect.

9.11 Where reasonably practicable, the Customer should photograph or video the condition before repair, retain any failed fittings or components, and obtain an itemised invoice or written report identifying the condition found, apparent cause and work undertaken.

9.12 Where the Customer seeks reimbursement of third-party emergency costs from the Company, responsibility will be considered having regard to the cause of the original fault, whether the emergency attendance was reasonably necessary, whether the Company was given a reasonable opportunity to attend where circumstances permitted, and whether the costs incurred were reasonable.

9.13 Nothing in this section requires the Customer to delay emergency action where doing so would create a risk to health, safety or property.

Third-Party Work

9.14 The Company is not responsible for the workmanship of independent contractors subsequently engaged by the Customer.

9.15 Where another contractor alters, removes, reconnects, adjusts, repairs or replaces any part of the Company’s Works, the Company will not be responsible for subsequent faults to the extent that those faults were caused or materially contributed to by that third-party intervention.

9.16 Third-party intervention does not automatically remove responsibility for an unrelated defect in the Company’s original Works.

9.17 Where another contractor has carried out work relevant to a complaint, the Company may reasonably request invoices, photographs, reports or other information necessary to establish what work was undertaken and the cause of the alleged defect.

10. Gas Work

10.1 All gas work will be carried out by appropriately Gas Safe registered engineers and in accordance with applicable gas safety requirements.

10.2 Certificates and reports will only be issued once full payment is received, except where the Company is legally required to provide a document irrespective of payment.

11. Waste

11.1 Waste removal is not included unless agreed in writing.

11.2 Removal can be arranged at additional cost.

12. Photographs

12.1 The Company may take photographs or videos of the Works, installation, existing conditions, defects, components and surrounding areas for job records, evidence, technical support and insurance purposes.

12.2 Images will not be used publicly for advertising or marketing without consent.

13. Cancellations

13.1 Cancellations must be in writing.

13.2 The Company reserves the right to recover reasonable costs for completed work, ordered materials or other costs already incurred, subject to the Customer’s applicable statutory cancellation rights.

14. Force Majeure

14.1 The Company is not liable for delays beyond its reasonable control including supplier shortages, weather, strikes or transport delays.

15. Governing Law

15.1 These Terms are governed by the laws of England and Wales.

16. Complaints

16.1 If the Customer is dissatisfied with any aspect of the Works or service provided by the Company, the Customer should contact the Company as soon as reasonably possible and provide details of the complaint in writing.

16.2 Complaints should be sent to Pyramids Plumbing and Heating Ltd using the contact details provided on the relevant quotation, invoice or Company correspondence. The Customer should include their name, property address, invoice or quotation number where applicable, details of the issue and any relevant photographs or supporting information.

16.3 The Company will acknowledge written complaints and will investigate the matter fairly and reasonably. The Company will normally aim to provide an initial response within 10 working days and, where further investigation is required, will keep the Customer informed of progress.

16.4 Where the complaint relates to alleged defective workmanship, defective materials, a leak or property damage, the Company may arrange a reasonable inspection of the relevant Works before determining whether remedial work or any other action is required.

16.5 Where circumstances reasonably permit, the Company should be given the first reasonable opportunity to inspect an alleged defect and, where the Company accepts responsibility, to offer appropriate remedial work before another contractor carries out non-emergency alteration or remedial work to the relevant Works.

16.6 Where urgent action is reasonably necessary to protect persons or property or prevent further damage, the Customer may arrange appropriate emergency attendance in accordance with Section 9.

16.7 Where another contractor attends before the Company can inspect, the Customer should, where reasonably practicable, preserve relevant evidence including photographs, videos, failed fittings or components, invoices and reports identifying the condition found and work undertaken.

16.8 Where relevant evidence has been removed, destroyed or materially altered before the Company has had a reasonable opportunity to inspect it, the Company will assess the complaint on the evidence reasonably available.

16.9 Notification of a complaint, attendance at the property, investigation of an issue, communication with the Customer or referral of the matter to an insurer, supplier or manufacturer does not by itself constitute an admission of liability.

16.10 If the Company agrees that the complaint is due to defective workmanship or another failure for which the Company is responsible, the Company will take reasonable steps to remedy the issue in accordance with these Terms and the Customer’s statutory rights.

16.11 Where reasonably necessary to investigate a complaint, the Company may request relevant photographs, videos, invoices, reports, failed components or information concerning subsequent work carried out by another contractor.

16.12 If the complaint cannot be resolved directly between the Company and the Customer, the Company will explain its final position and, where applicable, provide details of any appropriate alternative dispute resolution or other complaints process available to the Customer.

16.13 Nothing in this complaints procedure limits or excludes any statutory rights or remedies available to the Customer under applicable law.

17. Separate Works & Subsequent Work

17.1 Each separately accepted quotation, work order or separately instructed project will normally be treated as separate Works unless expressly agreed otherwise in writing.

17.2 The Company’s responsibility for one project does not automatically extend to separate Works previously or subsequently carried out at the same property.

17.3 Returning to the same property to carry out separate Works does not automatically constitute a new inspection, renewed guarantee or acceptance of responsibility for previous Works.

17.4 A later contractor’s alteration, repair, replacement or re-routing of part of an installation does not by itself establish that the Company’s earlier Works were defective.

17.5 Responsibility for an alleged defect will be assessed according to the particular Works concerned, the cause of the issue, the available evidence and the Company’s contractual and statutory obligations.

18. Statutory Rights

18.1 Nothing in these Terms is intended to exclude, restrict or reduce any rights or remedies that cannot lawfully be excluded or restricted.

18.2 Where the Customer is a consumer, these Terms are in addition to the Customer’s statutory rights under applicable consumer law.