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.

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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.

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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.

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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.

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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.

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5. Parking

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

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6. Defects & Guarantee

6.1 Workmanship is guaranteed for 6 months.

6.2 The guarantee covers labour defects only and excludes blockages, wear and tear, misuse, scale, corrosion, frost damage, manufacturer faults or pre-existing system issues.

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

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

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

6.6 Defects must be reported in writing within the guarantee period.

6.7 All products are covered by manufacturer warranties only.

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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.

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8. Customer-Supplied Materials

8.1 No guarantee is provided on customer-supplied items.

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

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

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9. Liability

9.1 The Company is not responsible for cosmetic damage when making necessary access.

9.2 Customers must protect furnishings and fixtures.

9.3 Responsibility applies only to pipework and fittings directly worked on.

9.4 The Company is not liable for damage caused while investigating or accessing systems.

9.5 External pipework making good will not include decoration.

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10. Gas Work

10.1 All gas work complies with Gas Safe Regulations.

10.2 Certificates and reports will only be issued once full payment is received.

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11. Waste

11.1 Waste removal is not included unless agreed in writing.

11.2 Removal can be arranged at additional cost.

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12. Photographs

12.1 The Company may take photographs for records and insurance.

12.2 Images will not be used publicly without consent.

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13. Cancellations

13.1 Cancellations must be in writing.

13.2 The Company reserves the right to recover costs for completed work or ordered materials.

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14. Force Majeure

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

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15. Governing Law

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

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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, the Company may arrange a reasonable inspection of the relevant Works before determining whether remedial work is required.

16.5 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.

16.6 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.

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