Terms and Conditions

Please ensure you read these terms before using our services. By using our services, you agree to these terms and our Terms of Service, Privacy Policy, and Cookie Policy. The latest version of these terms always applies, and updates will typically be made when we offer new services, change how we provide services, or comply with new legal requirements.

Terminology

“Us/We/Our” refers to JPL Plumbing & Heating Limited.
“You” refers to you, the customer (the person or organisation for whom we agree to conduct work and/or supply materials).
“Engineer” refers to the representative(s) appointed by JPL to conduct work.

We reserve the right to refuse or decline to undertake any work. We also reserve the right, at our absolute discretion, to designate the engineer who will represent us.

1.Hourly Rate Work Including Quotations/Estimates

The total charge to you will consist of the cost(s) of:

Labour: The amount of time spent by the engineer conducting work, including all reasonable time spent obtaining non-stocked materials, charged in accordance with our current hourly rates.
Materials supplied by us.

2.Fixed Price Work Including Quotations/Estimates

The total charge to you is (manifest errors exempted), inclusive of labour and materials. Labour is charged based on several factors, not just our current hourly rate. The quoted price is for the job regardless of how long it takes. By accepting our quote, you agree to abide by all our Terms and Conditions.

A written or verbal quote may be revised in the following circumstances:

If, after submission of the quote, you instruct us (in writing or verbally) to conduct additional work not referred to in the quote.
If there is an increase in the price of materials after submission of the quote.
If further work is required that was not anticipated when the quote was prepared.
If a manifest error is discovered in the quote.
If the customer requests aesthetic/cosmetic changes to the job or changes to the usual way in which works would be conducted.

We will not be obligated to provide a quote unless it is given in writing and signed by an authorised representative. We will not be bound by any quotes given orally or that contain manifest errors.

2.1Quotation Review and Error Notification

The customer must read the quotation description thoroughly and inform us of any errors or discrepancies prior to the ordering of materials. Once the materials have been ordered, if there are any discrepancies, the customer is responsible for either paying for the goods in full or covering the cost of their return as per the manufacturer/supplier Terms and Conditions.

2.2Work Not Included in Our Quotation

Unless agreed by us in writing, we will not:

Dismantle or assemble customer’s own unit or system furniture (flat pack), fitments, or fittings. If furniture assembly is required, the final invoice will reflect the extra time taken.
Disconnect, reconnect, dismantle, or reassemble appliances, fixtures, fittings, or equipment other than gas or water appliances within the written quotation.
Take up or lay fitted floor coverings.
Move items to or from a loft, unless it is properly lit, floored, and provides safe access.
Carry items upstairs that require two persons. In such circumstances, items should be made available in the room where they are to be installed, or support should be provided to the engineer to carry the items.
Remove items such as washing machines and cookers over fences, decking areas, or up/down flights of stairs or steps.

2.3Limitations of Quotations and Estimates

All site visits and quotations provided by JPL Plumbing & Heating Limited are based on a visual inspection only. We do not remove bath panels, lift flooring, open up walls, or carry out any invasive investigations at the quotation stage. As such, quotes are prepared using the information visible and accessible at the time of inspection.
We cannot be held responsible for any unforeseen issues or remedial work that arises once the work has commenced. This may include, but is not limited to, the re-routing of pipework, wall chasing, damaged or inaccessible fittings, or additional materials and labour required to address hidden faults.
Where additional work is required that was not visible or foreseeable during the quoting process, this will be discussed with the customer as soon as possible. Any such work will be charged in addition to the original quotation, and the final invoice will reflect the total labour and materials required to complete the job.

2.4Customer-Initiated Additional Work

Work is deemed complete where the agreed scope has been substantially fulfilled. Changes or additions outside the original quotation are chargeable and not classed as incomplete work.

2.5 Variations and Scope of Works

The quotation, together with these Terms and Conditions, sets out the full scope of the agreed works.

Any variation, addition, or amendment to the agreed works must be confirmed in writing by JPL Plumbing & Heating Ltd before being carried out.

No verbal discussion, site conversation, or informal agreement shall constitute approval of additional works.

Where additional works are requested, JPL Plumbing & Heating Ltd will confirm the scope and any associated cost in writing. Such works will only proceed once written acceptance has been received from the customer.

2.6 Pre-Existing Faults & System Condition

Any faults, defects, performance issues or limitations relating to the existing heating system, pipework, radiators, valves, controls, appliances, fixtures, fittings, or water supply that are present prior to the commencement of works are not included within the scope of any quotation or installation unless expressly stated in writing.

The installation of a new boiler or appliance does not constitute a guarantee of the condition, performance, or suitability of the existing system or its components. Any faults identified after installation which are attributable to the existing system or customer operation shall be treated as separate remedial works and may be chargeable. JPL Plumbing & Heating Limited shall not be held liable for the rectification of pre-existing issues unless these have been specifically included within the agreed scope of works.

3. Material Supply and Upfront Payment Policy
For all quoted or pre-booked works involving materials, the full cost of materials is payable in advance before any materials are ordered.

Labour charges will be invoiced separately upon completion of the works, unless otherwise agreed in writing.

Materials will not be ordered until cleared funds have been received. Once materials have been ordered, they are non-refundable, except where a refund is permitted under the supplier’s own terms and conditions.

The customer acknowledges that:

Material availability, lead times, and pricing are subject to supplier conditions; and
JPL Plumbing & Heating Limited cannot be held responsible for delays or changes outside its control.

If the customer cancels, postpones, or otherwise prevents the works from proceeding after materials have been ordered, the customer remains fully liable for the cost of those materials, together with any associated handling, delivery, or restocking charges imposed by the supplier.

This clause operates in conjunction with Clause 8.1 (Statutory Right to Cancel), including liability for materials ordered following a customer’s request for early commencement of performance.

3.1 Payment for Fitted Parts and Materials

It is important to note that in complex systems like boilers, multiple parts may require replacement. Our recommendations are based on the fault diagnostics available at the time. Occasionally, after fitting a part, it may become evident that another part is required, or that the fault is more extensive than initially assessed. This is further governed by Clause 3.3 regarding pre-identified parts and compatibility.

3.2 Cancellation After Materials Ordered
If the customer cancels, postpones, or otherwise prevents the works from proceeding after materials have been ordered—whether supplied directly or via JPL—the customer remains fully liable for the cost of those materials, together with any associated handling, delivery, or restocking charges imposed by the supplier to the extent of costs reasonably incurred by JPL.

3.3 Pre-Identified Parts and Compatibility

Where parts are identified prior to dismantling, inspection, or physical access to the appliance or fitting, such identification is based on information provided by the customer, supplier, or manufacturer guidance and cannot be guaranteed as correct until physically fitted.

JPL Plumbing & Heating Ltd shall not be held liable for delays, additional costs, or further works arising where a part is found to be incompatible, unsuitable, or incorrect once fitted or trialled. Any additional parts, labour, diagnostic work, or return visits required as a result will be chargeable.

All charges relate to time, labour, and materials supplied and do not constitute a guarantee that the identified part will resolve the fault.

4.Material Collection

Collection of non-stock items is chargeable, but time taken will be kept to a minimum and within reason.

5.Timekeeping

We will use reasonable endeavours to ensure the engineer attends the site at the agreed date and time. We accept no liability for non-attendance or late attendance by the engineer, or for the late or non-delivery of materials. We will not be liable for any delay, or the consequences of any delay, in performing our obligations if such delay is due to any cause beyond our reasonable control. We will be entitled to a reasonable extension of time for performing such obligations.

6.Access and Health & Safety

It is the customer’s responsibility to ensure clear access to the work area. For example, access to gas meters outside should be clear of rubbish/overgrown weeds, and under sink or boiler cupboards should be cleared out prior to arrival. Doorways, loft hatches, and stairways must be wide enough to allow access for the engineer and any materials. It is also not the engineer’s responsibility to lift appliances over or through awkward spaces. Please do not ask our engineers to lift or carry anything unrelated to the job or that they have not brought with them.

6.1 Customer Cooperation

The customer must provide reasonable assistance, safe access, and a cooperative working environment. If the customer refuses access, provides misleading information, or otherwise prevents JPL from completing the agreed work, this will constitute a breach of contract. JPL shall be entitled to recover costs, including materials, labour, and profit, as though the work had been completed.

6.2 Remedial Access

Where reasonable access is offered and refused or delayed, JPL is not liable for resulting delays or costs. Any further visits required due to restricted access may be chargeable.

6.3 Safety, Behaviour & Environmental Stability

JPL reserves the right to refuse, suspend, or terminate works where the working environment is deemed unsafe, unstable, or unsuitable, including but not limited to aggressive behaviour, unsafe occupants, hazardous conditions, or circumstances that place staff, apprentices, or third parties at risk.

In such circumstances, no liability shall attach to JPL for delay or non-completion, and any costs incurred may remain chargeable.

7.Boiler Installations

When upgrading a gravity-fed vented central heating and hot water system to a pressurised combination boiler, problems can occur on shower valves and radiators due to increased water pressure. If you are upgrading the size of your boiler, water flow is also increased, which can cause problems with existing pipework. We recommend power flushing new boiler installations to comply with the manufacturer’s warranty requirements.

7.1 Radiators, System Balancing & Power Flushing

Unless expressly included within the agreed quotation, radiator repairs, replacements, bleeding, system balancing, power flushing, or adjustments to individual radiators or pipework are not included as part of a boiler installation.

Any such works required shall be treated as separate remedial works and quoted and charged accordingly.

The Company shall not be liable for the performance of existing radiators or system circulation where these were not included within the original scope of works.

8.Cancellation

If you need to cancel or rearrange your booking, you must notify us (preferably by telephone) by the end of the working day before the scheduled booking. If you cancel more immediately prior to work being conducted or materials being supplied, you will be liable for the cost of any time and materials incurred by us, together with the profit that would have been made by us, in accordance with the original instructions.

8.1 Statutory Right to Cancel (Consumer Contracts Regulations 2013)

Where a contract is formed at the customer’s home, away from JPL’s business premises, or via telephone, email, website, or any other remote means, the customer has a statutory right to cancel this contract within 14 calendar days without giving any reason.

The cancellation period expires 14 calendar days after the date the contract is agreed.

To exercise the right to cancel, the customer must inform JPL in writing (email is acceptable) of their decision to cancel.

If the customer cancels within the 14-day period, JPL will reimburse all payments received from the customer within 14 days of receiving the cancellation notice, subject to the provisions below regarding early commencement.

Early Commencement of Performance

JPL will not commence performance of the contract within the 14-day cancellation period unless the customer provides express written consent requesting early commencement.

Performance includes, but is not limited to:

Attending site to begin works;
Ordering project-specific materials;
Allocating labour resources for the project.

By requesting early commencement, the customer acknowledges and agrees that:

If cancellation occurs after performance has begun, the customer shall be liable to pay for the proportion of services already carried out up to the date of cancellation;
The customer shall remain liable for the cost of any project-specific materials ordered, including any supplier handling or restocking charges;
If the services are fully performed within the 14-day cancellation period, the statutory right to cancel shall be lost.

No performance will begin during the cancellation period without written confirmation from the customer requesting early commencement.

9.Invoices & Payment

Upon completion of work, the customer will be invoiced for the remaining balance, which is due on receipt unless otherwise agreed in writing. JPL reserves the right to require full or partial payment in advance, including payment for materials, as a condition of accepting or proceeding with a booking.

9.1 Dispute and Debt Recovery

JPL reserves the right to accrue and charge interest on any part of an invoice which remains unpaid at a rate of 8% over the base rate until payment is received in full. We also reserve the right to charge a £15 administration fee for each month the invoice remains unpaid.

Payment remains due in accordance with these terms, subject to the customer’s statutory rights. JPL must be given a reasonable opportunity to inspect and, where appropriate, rectify any issues. Payment of all invoices remains due in accordance with our terms. Should payment remain outstanding after the due date, JPL reserves the right to refer the account to a third-party debt recovery agency such as Beaumont Recoveries and/or pursue recovery through the County Court small claims process. All associated costs, recovery fees, and legal expenses will be added to the outstanding balance. This clause is enforceable under the Late Payment of Commercial Debts (Interest) Act 1998, which entitles JPL to statutory interest (8% above the Bank of England base rate) plus reasonable recovery costs.

9.2 Snagging and Payment

Minor snagging items, cosmetic concerns, or subjective dissatisfaction shall not justify the withholding of payment in full. Payment remains due upon completion of the substantive works in accordance with the agreed quotation and scope.

10. Right to Withhold Work

JPL reserves the right to withhold, delay, or reschedule work where invoices remain unpaid, where there is an ongoing dispute not raised in writing, or where customer behaviour poses operational or safety risks. Any such delay does not constitute breach of contract by JPL.

11.Satisfaction

Any alleged defect must be notified in writing within a reasonable time and before any third party is instructed. Failure to do so may invalidate any claim for remedial works or associated costs.

11.1 False or Misleading Claims

Where a customer makes a false or exaggerated claim under the Consumer Rights Act 2015 or other legislation, JPL reserves the right to recover costs for time spent responding to such claims, including administrative and legal expenses where such claim is proven to be knowingly false or fraudulent.

11.2 Third-Party Involvement

Third-party reports obtained without allowing JPL to inspect shall not constitute evidence of liability.

12.Guarantee

We provide a 6-month guarantee on labour conducted by a JPL engineer, in respect of faulty workmanship only. This guarantee is active from the date of completion of work, in addition to any manufacturer’s warranty/warranties. The guarantee will become null and void if the work/appliance completed/supplied by us is subject to misuse or negligence, or if it is repaired, modified, or tampered with by anyone other than a JPL engineer. We will not guarantee any work in respect of blockages in waste or drainage systems, any silicone work (including shrinking, peeling, or black mould), or any work undertaken on instruction from you against the written or verbal advice of the engineer.

13.Additional Terms

Where we agree to conduct work on installations of inferior quality (or over ten years old), no warranty is provided for such work. We accept no liability regarding the effectiveness of such work or otherwise.

JPL will have no obligation to provide or issue any guarantees, certificates, or similar documents unless full payment has been made and received.

Work is only guaranteed if the payment is received in full. Any outstanding payment will invalidate your warranty.

14.Liability

We will only be liable for rectifying our own guaranteed work and will not be held responsible for any ensuing damage or claims resulting from other work overlooked or subsequently requested and not undertaken at the time. We will not be held liable for any damage or defect resulting from work not fully guaranteed, or where recommended work has not been conducted. Work will not carry a guarantee where the engineer has notified you either verbally or in writing.

We shall not be held liable for any delay, or consequences of any delay, in performing our obligations if such a delay is due to any cause beyond our reasonable control and we shall be entitled to reasonable time extensions. Any complications or delays that arise once the work has started may incur further charges for which the customer is liable.

We will not be held liable for damage caused whilst investigating and repairing any plumbing, gas, or drainage work, including blockages. This includes, but is not limited to, the removal of bathroom suites, radiators, panels or furniture, tiles and tiling, floor coverings (carpet, rugs, laminate, wood, tiles etc.), internal and external walls where pipework is/must be routed, and other damages as a result. We will not be held liable for repairing/replacing any skirting, flooring, or boxing in of pipework unless agreed as part of our written quotation. Cosmetic work where skirting or flooring must be removed, for example, when a bath is taken out and replaced with a shower tray, is the responsibility of the customer to make good.

Where walls, floors, and ceilings are out of alignment, especially in older properties, we cannot be held liable when materials cannot be fixed in place. We will always do our best to conduct work to the highest standard, but when such issues occur, the customer will be informed. If damage to plaster, walls, flooring, and brickwork is caused, it will be the customer’s responsibility to make good. We cannot accept responsibility for any damage to wallpaper, paintwork, tiles, carpet, flooring, furniture, etc. Any silicone work does not carry any guarantee.

It is the customer’s responsibility to protect items of furniture, furnishings, fixtures, and fittings. We will make reasonable efforts not to cause damage. It is suggested that the customer remove items that are problematic. If items remain within the working area, it is the customer’s responsibility to cover such items. Where works involve work by third-party trades, any damage to the plumbing or heating installation by third parties shall remain the responsibility of the customer. The customer must pay any rectification costs.

You will be solely liable for any hazardous situation concerning the Gas Safe Regulations or any Gas Warning Notice issued by a JPL engineer.

14.1Limitation of Liability

Provided that nothing in these Terms and Conditions shall exclude or limit the liability of JPL for death or personal injury, JPL shall not be liable for any direct loss or damage suffered by the customer, howsoever caused, as a result of any negligence, breach of contract, or otherwise in excess of the price for the goods and services.

Except to the extent precluded by law, JPL shall not be liable under any circumstances to the customer or any third party for any indirect or consequential loss of profit, consequential or other economic loss suffered by the customer, howsoever caused, as a result of any negligence, breach of contract, misrepresentation, or otherwise.

JPL will not be liable for the fitness for a particular purpose (other than their normal purpose) of any materials or goods or services unless that particular purpose has been notified to JPL in writing prior to the date of this proposal.

14.2 Customer-supplied Materials

Where the customer supplies materials, JPL accepts no liability for any failure, defect, or incompatibility arising from those materials. Any additional labour or parts required to rectify issues caused by customer-supplied materials will be chargeable at standard rates.

For the avoidance of doubt, time shall not be of the essence, and JPL shall incur no liability to the customer in respect of any failure to complete the services by any agreed completion date.

15.Title to Goods

Goods supplied and delivered by us to you, or your premises, shall remain our property until paid for by you in full. Whilst goods remain our property, we have the absolute authority to:

Retake, sell, or otherwise deal with or dispose of all or any part of these goods.
Enter any premises, at any time and without notice, in which goods or any part thereof is installed, stored, or kept, or is reasonably believed so to be.
Seek a court injunction to prevent you from selling, transferring, or otherwise disposing of such goods.

The risk in such goods will pass to you on delivery to you. You must insure them at replacement value, and if asked, you must produce evidence that they are properly insured.

16.Your Data

We will use and share your personal data with any manufacturer when applying for warranties or guarantees. If a manufacturer needs to be contacted due to a fault, we will also share your data to help them address and manage any issues. This includes your name, address, telephone number, and email. If you do not wish for your details to be passed on, you must inform us; however, this may invalidate your warranty.

17.Frozen Pipes

JPL will not be liable for any fractures found in frozen pipes or boiler components and cannot guarantee to clear blockages occurring within frozen pipes or drainage systems.

18 Photography, Video & Recorded Evidence

JPL reserves the right to photograph, video, and/or audio record site conditions, inspections, customer interactions, system faults, and work in progress for the purposes of record-keeping, quality assurance, safety, training, evidential use, dispute resolution, and marketing.

Such records may be used to confirm system condition, customer instructions, pre-existing faults, access limitations, and work completed, and shall be deemed valid evidence in the event of any dispute, warranty claim, complaint, or legal proceedings.

By engaging JPL, the customer consents to such recording where reasonably necessary for the above purposes.

18.1 Defamation and Online Conduct

We take our reputation seriously. Customers must not post or share false, misleading, or defamatory content about JPL or its representatives on any platform, including social media, review sites, or public forums. In the event of such conduct, JPL reserves the right to pursue legal remedies, including damages for defamation and loss of business reputation.

19.Removal of Waste and Materials

Except where expressly included in the quotation (such as boiler disposal), the customer is responsible for the removal of any/all waste materials resulting from the works conducted by JPL. JPL can arrange for skip/hippo bag hire for larger jobs such as bathroom suites at a cost to you. Disposal of boilers is included in your quotation unless stated otherwise. To minimise this cost, we recommend using your local Council household waste services.

20.Termination of Agreement

We reserve the right to terminate this agreement at any time by giving you written notice. Upon termination, you must immediately pay us all outstanding amounts due under this agreement. Cancellations may include but are not limited to:

Your boiler or appliance is not in a working state, or we find a fault at your boiler service & site visit.
If your property puts any of our staff’s health and safety at risk and you refuse to fix anything.
You do not provide us any access to the property after several attempts.
If you are abusive to any members of our staff, as we have a zero-abuse tolerance policy in place.
If the site is not ready/prepared/clear for our visit.
If other trades are in attendance in the same area and this prevents us from conducting our work.
If you change the scope of work on the day and we are unable to conduct the changes in the allotted time, we may at our discretion reschedule the work and revise the quote.

This includes circumstances arising from undisclosed or evolving conditions within the property which materially affect safety or access.

Where we agree not to terminate the contract, payment for delays will be added to the final invoice. Further appointments will be scheduled at our next availability.

20.1 Unreasonable Behaviour

JPL operates a zero-tolerance policy toward abuse, harassment, or unreasonable behaviour, including repeated unfounded complaints, defamatory statements (online or otherwise), obstructing work, or creating an unsafe or hostile environment for our staff. In such cases, we reserve the right to suspend or terminate services immediately and recover full costs incurred, including labour, materials, administration, and loss of profit.

21.Events Outside of Our Control (Force Majeure)

We will not be liable for any failure or delay in performing our obligations under these Terms and Conditions where the failure or delay results from any cause that is beyond our reasonable control. Such causes include, but are not limited to: power failure, internet service provider failure, strikes, lock-outs, or other industrial action by third parties, riots and other civil unrest, fire, explosion, flood, storms, earthquakes, subsidence, acts of terrorism (threatened or actual), acts of war (declared, undeclared, threatened, actual, or preparations for war), epidemic, pandemic including Coronavirus, other natural disaster, or any other event that is beyond our reasonable control.

If any event described under this clause occurs that is likely to adversely affect our performance of any of our obligations under these agreements, we will inform you as soon as is reasonably possible. Our obligations under the agreement will be suspended, and any time limits that we are bound by will be extended accordingly. We will inform you when the event outside of our control is over and provide details of any new dates, times, or availability, as necessary.

22.General

These terms and conditions may not be released, discharged, supplemented, interpreted, varied, or modified in any manner except by an instrument in writing signed by a duly authorised representative and you. Our terms and conditions will prevail over any terms and conditions used by you or contained, set out, or referred to in any documentation sent to us by you. By entering a contract with us, you agree irrevocably to waive the application of any of these terms and conditions.

These terms and conditions, and all contracts awarded between us and you, shall be governed and construed in accordance with English Law and shall be subject to the exclusive jurisdiction of English Law.