Terms of Service

This website and our services are provided by Right Maintenance Services Ltd (Company number 12067456), trading as National Plumbing, whose registered office is at Suite 201, 16 Titan Court, Laporte Way, Luton, England, LU4 8EF.

Where these Terms refer to “we”, “us”, “our” or “National Plumbing”, we mean Right Maintenance Services Ltd.

In these Terms, the following words have these meanings:

• “Services” means any plumbing, heating, gas, drainage or related work we carry out, including call-outs, repairs, installations, maintenance and inspections.
• “Call-out” means attendance at your property to diagnose a fault and, where included, carry out a small repair within the stated labour allowance.
• “Quotation” means a written price we provide for specified work, valid for the period stated in it.
• “Emergency” means an urgent plumbing, heating or gas problem requiring prompt attention, to be agreed on a case-by-case basis.
• “Property” means the premises at which the Services are performed.
• “Consumer” and “Trader” have the meanings given in the Consumer Rights Act 2015.

A binding contract between you and us is formed only when one of the following occurs:

• We accept your booking (whether by phone, email, or through this website); or
• We provide a written Quotation that you accept; or
• Our engineer attends your property and commences work at your request.

Nothing on this website constitutes an offer. We may decline any booking or refuse to carry out work at our reasonable discretion, including where the work is outside our scope, unsafe, or where permitting or other legal requirements have not been met.

By accessing or using this website, you agree:

• To use the website only for lawful purposes and in a manner that does not infringe the rights of, or restrict or inhibit anyone else’s use of, the site.
• Not to misuse the website by knowingly introducing viruses, trojans or other malicious material, attempting unauthorised access, or interfering with its operation.
• That website content is provided for general information only and does not constitute advice on which you should rely without independent verification.

This section sets out the statutory rights that apply when you are a Consumer within the meaning of the Consumer Rights Act 2015. Nothing in these Terms is intended to limit or exclude those rights.

• Our Services must be carried out with reasonable care and skill, in line with the Consumer Rights Act 2015.
• Any goods or parts we supply must be of satisfactory quality, fit for purpose and as described.
• If our Services or goods do not meet these standards, you may be entitled to a repeat performance or, where that is not possible or has failed, a price reduction in accordance with the Consumer Rights Act 2015.
• Where we provide services on your premises, you may have cancellation rights as described in Section 9 (Cancellation and Your Right to Change Your Mind).
• These are your statutory rights. Where you enter into a contract under these Terms as a Consumer, these Terms shall not affect those rights.

Prices shown on this website are indicative only. Unless expressly stated otherwise in writing:

• Prices quoted are exclusive of VAT, which will be added at the prevailing rate (currently 20%).
• Parts, materials and additional labour beyond any included allowance are charged separately.
• A Quotation is valid only for the period stated in it and may be withdrawn or revised if site conditions, requirements or material costs change materially after the Quotation is issued.
• An estimate is an informal guide based on information available at the time and is not a fixed price.
• Where work proceeds without an agreed fixed price, it will be charged on a time-and-materials basis at our prevailing hourly and materials rates.
• We are not responsible for latent defects or conditions (such as hidden pipework, electrical faults or structural issues) that could not reasonably have been identified before work commenced, and any additional work required to address such conditions will be subject to a further charge.

When you book a Service or Call-out, the following terms apply unless agreed otherwise in writing:

• Call-out charges are payable in advance, before the engineer travels to your property.
• Payment of a Call-out fee does not guarantee that the fault will be fully resolved in a single visit. Some faults require parts, further investigation, or a return visit, which will be charged separately.
• Where additional work, parts or labour beyond the scope agreed are required, we will explain the additional cost and obtain your agreement before proceeding wherever reasonably possible.
• Payment for additional work is due on completion unless we agree credit terms with you in writing. We may require a deposit before ordering parts.
• Late or non-payment may incur interest and recovery costs as set out in the Late Payment of Commercial Debts (Interest) Act 1998, where that Act applies to business customers.

To enable us to carry out the Services, you agree:

• To provide safe, lawful and unobstructed access to the Property at the agreed time.
• To be present, or to arrange for an authorised adult to be present, for the duration of an agreed visit unless we agree otherwise.
• That you are the owner or lawful occupier of the Property, or that you have the owner’s authority to instruct work and grant access.
• To provide accurate and complete information about the Property, the fault and access arrangements.
• To disclose, before work begins, any known hazards at the Property (including, but not limited to, asbestos, structural, electrical or water-supply hazards).
• That if you provide false, inaccurate or incomplete information that leads to additional work, delay, or an aborted visit, you may be liable for our reasonable aborted-visit or additional costs.
• To obtain, at your own cost, any necessary consents, permissions or permits (for example, from a landlord, freeholder, management company or local authority) required for the work, unless we expressly agree to assist.

Where you are a Consumer and we have entered into a contract otherwise than at our business premises (for example, by phone or online), you may have a legal right to cancel within 14 days under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, unless an exception applies.

• If you request an urgent service, and we begin that service with your express agreement and your acknowledgement that you will lose your right to cancel once the service is fully performed, your right to cancel will end once the service is fully performed.
• Work that has been carried out at your property following an in-person diagnosis by our engineer is not subject to a 14-day cooling-off period in respect of that performed work, as the service will have been fully performed with your agreement.
• To cancel, please contact us using the details in these Terms. If you cancel before work begins and no exception applies, we will refund any advance payment. Where we have begun work with your agreement, you will be charged for the work carried out up to the point of cancellation.

Gas work is carried out only by appropriately qualified Gas Safe registered engineers. If you smell gas or suspect a gas leak, you must immediately call the National Gas Emergency Service on 0800 111 999 and follow their advice, in addition to any steps agreed with us.

We will treat genuine emergencies with priority, but attendance times are estimates and are subject to engineer availability, your location and circumstances outside our reasonable control.

Any guarantee we provide in respect of workmanship will be confirmed in writing and is subject to its stated terms and exclusions. Unless expressly stated in writing:

• Guarantees do not cover damage caused by misuse, negligent use, third-party interference, normal wear and tear, or pre-existing faults unrelated to the work we carried out.
• Consumable parts and materials are covered only by the manufacturer’s warranty, and any claim under such warranty should be directed to the manufacturer.
• Our obligation under a guarantee is limited to remedying defective workmanship; it does not extend to consequential loss, damage to surrounding areas, or loss of use.
• We may void a guarantee where the Property has been altered, worked on by others, or where recommended maintenance has not been carried out.

This section is important and sets out the limits of our liability to you. Please read it carefully.

• Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for breach of your statutory rights as a Consumer, or for any other liability that cannot be excluded or limited under applicable law.
• To the fullest extent permitted by law, we shall not be liable for any indirect, special or consequential loss or damage, or for any loss of profits, sales, business, revenue, goodwill, data, or anticipated savings, whether arising in contract, tort (including negligence) or otherwise, arising out of or in connection with the Services or your use of this website.
• Subject to the above, our total aggregate liability to you for any and all claims arising out of or in connection with these Terms or the Services shall be limited to the greater of (a) the amount paid by you to us for the specific Service giving rise to the claim, or (b) £1,000.
• We shall not be liable for any delay or failure to perform our obligations where such delay or failure results from events or circumstances beyond our reasonable control (including, but not limited to, severe weather, natural disaster, utility failure, traffic or access restrictions, illness, or unavailability of parts), provided we use reasonable efforts to reschedule.
• We do not guarantee that this website will be secure, free from bugs or viruses, or continuously available. You are responsible for configuring your own technology to access it and should use appropriate protections.
• If a part we have supplied proves defective, our liability in respect of that part is limited, where possible, to the benefit of the manufacturer’s warranty.

If we are delayed or unable to perform due to an event outside our reasonable control, we will notify you as soon as reasonably possible and take reasonable steps to minimise the delay. If the event continues for more than 30 days, either of us may cancel the affected booking by giving written notice, and we will refund any advance payment for work not performed.

We are committed to resolving any concerns fairly and promptly. If you have a complaint, please contact us using the details in these Terms, and we will acknowledge and respond to your complaint as soon as reasonably possible.

If we are unable to resolve a dispute with you, for Consumer disputes you may be able to refer the matter to an approved Alternative Dispute Resolution (ADR) body or to use the European Commission’s Online Dispute Resolution platform (where applicable). We are not, however, obliged to use ADR to resolve any particular dispute.

All content on this website, including text, graphics, logos, images and software, is owned by us or our licensors and is protected by copyright and other intellectual property laws. You may access and view the website for your personal, non-commercial use only. You may not reproduce, distribute, modify, or create derivative works from any part of the website without our prior written consent.

This website may contain links to third-party websites, including other businesses we recommend. These links are provided for convenience and information only. We have no control over, and accept no responsibility for, the content, availability, or practices of third-party websites, and any use of those websites is at your own risk and subject to their own terms.

Any personal information you provide to us will be handled in accordance with our Privacy Policy and our Cookie Policy. By engaging our Services, you acknowledge and agree to that processing.

We may revise these Terms from time to time by updating this page. The version in force at the time you book a Service or use this website is the version that applies to that Service. We recommend you review these Terms periodically.

A person who is not a party to these Terms has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of these Terms, except where expressly provided or required by law.

If any provision of these Terms is found by a court or competent authority to be invalid, unlawful or unenforceable, that provision shall be modified to the minimum extent necessary to make it valid and enforceable, and if it cannot be so modified it shall be severed. The remaining provisions shall continue in full force and effect.

These Terms, together with any documents expressly referred to in them (including our Privacy Policy and Cookie Policy, and any written Quotation or guarantee we provide), constitute the entire agreement between you and us in relation to the Services and your use of this website, and supersede all prior agreements, understandings and representations, whether written or oral.

These Terms, and any dispute or claim arising out of or in connection with them or their subject matter (including non-contractual disputes or claims), shall be governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction to settle any such dispute or claim.

If you have any questions about these Terms, please contact us:

• By email: info@nationalplumbing.co.uk
• By phone: 0330 043 3748
• By post: Right Maintenance Services Ltd, Suite 201, 16 Titan Court, Laporte Way, Luton, England, LU4 8EF.