Citywide Plumbers
citywideplumbers.co.uk
61 Gwendwr Road, London W14 9BG
1. Introduction
Welcome to Citywide Plumbers (“we”, “us”, “our”). These Terms and Conditions govern the use of our website and the provision of plumbing, heating, boiler repair, boiler servicing, drainage, and related property maintenance services.
By booking our services, requesting a quotation, or using our website, you confirm that you have read, understood, and agree to be legally bound by these Terms and Conditions.
These Terms are governed by the laws of England and Wales and are intended to comply with applicable UK consumer legislation, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 where applicable.
2. Our Services
We provide domestic and commercial plumbing, heating, and boiler services, including but not limited to:
- Emergency plumbing call-outs
- Leak detection and leak repairs
- Burst pipe repairs
- Blocked sinks, toilets, baths, showers, and drains
- Tap, toilet, shower, and radiator repairs
- Boiler repairs and boiler servicing
- Boiler installations and replacements
- Central heating repairs and maintenance
- Radiator installation and repairs
- Hot water and heating fault diagnostics
- Landlord gas safety checks where applicable
- General plumbing and heating maintenance
All services are subject to availability, site inspection, accessibility, engineer assessment, and the suitability of the existing plumbing, heating, or gas installation.
3. Gas Safe and Boiler Work
Any gas-related work, including boiler repairs, servicing, installation, or gas safety checks, must be carried out by a suitably qualified Gas Safe registered engineer.
We reserve the right to refuse, suspend, or terminate any work where the installation is unsafe, non-compliant, inaccessible, or unsuitable for the requested service.
Where an unsafe gas appliance, boiler, flue, or installation is identified, we may be required to follow applicable safety procedures, including isolating the appliance or advising that it must not be used.
4. Estimates and Pricing
Any quotation or estimate provided by us is based on the information available at the time and may be revised if additional faults, labour, access issues, or materials are identified during attendance.
Unless otherwise confirmed in writing, quotations are estimates only and are subject to change following inspection.
Additional charges may apply where:
- Additional labour is required
- Faults are more extensive than initially reported
- Additional materials, fittings, parts, or specialist equipment are required
- Pipework, heating systems, boilers, or drainage systems are unsafe or non-compliant
- Access is restricted or additional investigation is required
The first hour on-site may be charged as a minimum attendance charge regardless of the actual time spent.
5. Call-Out Charges and Emergency Services
Emergency and call-out fees may be payable in advance before attendance. No engineer is required to attend until payment has been received and confirmed.
Call-out charges contribute towards travel, scheduling, administration, and emergency attendance costs.
The call-out fee:
- Is non-refundable once an engineer has been dispatched
- Does not guarantee completion of the works
- Does not include materials, additional labour, specialist equipment, testing, certification, or replacement parts unless expressly stated
In accordance with UK consumer law, cancellation rights may not apply once urgent or emergency works have commenced with your agreement.
6. Additional Works
If additional faults, safety issues, or required works are identified after attendance, we will seek your approval before proceeding wherever reasonably possible.
If approval is provided, additional charges may apply.
If approval is refused, we reserve the right to suspend or terminate the works where continuation may be unsafe, unlawful, or technically inappropriate.
7. Access, Parking, and Attendance
You are responsible for ensuring safe and reasonable access to the property, appliance, boiler, pipework, stopcock, drainage point, loft, cupboard, meter, or relevant work area at the agreed appointment time.
Additional charges may apply where delays occur due to:
- Restricted access
- Missed appointments
- Waiting time
- Parking restrictions or fees
- Building management delays
- Inaccessible boilers, pipework, valves, drains, or appliances
Parking costs, congestion charges, ULEZ charges, or permit costs incurred during attendance may be added to the final invoice where applicable.
8. Payments
Payment terms may vary depending on the nature and value of the works.
We reserve the right to request:
- Full payment in advance
- A deposit before commencement
- Stage payments for larger projects
- Payment for parts before ordering
Final payment is due immediately upon completion unless otherwise agreed in writing.
9. Cancellations and Rescheduling
We request at least 24 hours’ notice for cancellations or rescheduling.
Late cancellations may result in the loss of deposits or call-out fees.
We reserve the right to reschedule appointments due to emergencies, engineer availability, illness, weather conditions, supply issues, safety concerns, or events beyond our reasonable control.
10. Customer Responsibilities
You agree to:
- Provide accurate information regarding the plumbing, heating, boiler, or drainage issue
- Ensure safe access to the premises and work area
- Disclose any known hazards, leaks, defects, asbestos risks, or previous works
- Ensure vulnerable persons, children, and pets are appropriately managed during attendance
- Obtain any required landlord, tenant, building management, or freeholder permissions
Failure to provide accurate information may result in delays, additional costs, refusal to proceed, or cancellation of works.
11. Liability
We will carry out services with reasonable care and skill and in accordance with applicable UK regulations and industry standards.
11.1 Existing Systems
We are not responsible for faults arising from pre-existing defects, ageing pipework, poor water pressure, corrosion, scale, hidden leaks, blocked drains, existing boiler defects, or non-compliant installations not installed by us.
11.2 Water, Heating, and Boiler Systems
Plumbing and heating systems may contain hidden defects. Investigation, repair, or replacement works may reveal further issues, including leaks, corrosion, failed valves, blocked pipework, or unsafe appliances.
11.3 Damage and Loss
We shall not be liable for:
- Pre-existing defects or damage
- Hidden leaks or hidden pipework defects
- Damage caused by poor existing installation or third-party workmanship
- Indirect or consequential losses
- Business interruption or loss of earnings
- Failures caused by customer-supplied parts or equipment
- Damage resulting from unavoidable access requirements where reasonably necessary
Any concerns regarding damage must be reported within 48 hours of completion.
11.4 Limitation Exclusions
Nothing in these Terms excludes or limits liability for:
- Death or personal injury caused by negligence
- Fraud or fraudulent misrepresentation
- Any rights which cannot lawfully be excluded under English law
12. Materials and Equipment
Materials supplied by us remain our property until fully paid for.
Customer-supplied materials, taps, boilers, radiators, valves, pumps, or parts are used entirely at the customer’s own risk.
We accept no liability for defects, incompatibility, counterfeit products, missing parts, or failures relating to customer-supplied items.
13. Workmanship Guarantee
We may provide a workmanship guarantee of up to 12 months on qualifying works, subject to:
- Normal domestic or commercial use
- No interference by third parties
- No misuse, negligence, accidental damage, frost damage, or unauthorised alterations
- Full payment having been received
- The issue not being caused by pre-existing system defects or unrelated faults
Manufacturer warranties apply separately to supplied products and materials where applicable.
14. Certification and Compliance
Where applicable, gas safety records, boiler service records, or other relevant documents will be issued in accordance with applicable UK regulations.
Certification may only relate to works carried out directly by Citywide Plumbers and does not certify the entire property, system, or installation unless expressly stated.
15. Insurance
We maintain appropriate public liability insurance in accordance with UK industry standards.
Any insurance-related claims must be supported by written evidence and notified promptly.
16. Website Use
The content on citywideplumbers.co.uk is provided for general information only. We make reasonable efforts to ensure accuracy but do not guarantee uninterrupted or error-free access.
Unauthorised use of this website may result in legal action.
17. Privacy and Data Protection
We process personal data in accordance with UK GDPR and applicable data protection legislation.
Personal data may be used to manage enquiries, bookings, payments, customer support, legal compliance, and service records.
Please refer to our Privacy Policy for further information.
18. Changes to These Terms
We reserve the right to amend or update these Terms and Conditions at any time. The latest version will always be published on our website.
19. Governing Law
These Terms and Conditions are governed by the laws of England and Wales.
Any disputes arising in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.