Plumbcraft Terms & Conditions

1. Introduction

(1) All terms of the contract between the purchaser and the company are contained in this document. No representation or warranty is made or given by the company save as appears herein or implied by the statute.
(2) The terms used in the document are defined as follows “the company” “us’ our”is Plumbcraft (Yorks) Ltd, registered address Unit 4, Finkills Way, Northallerton, DL7 8UQ, trading as Plumbcraft and Rooms by Design ‘the purchaser”, ’you”, “your”, “customer” refers to the person who instructs the company to carry out the work, “work address” is the address that the work is carried out at which may differ from the purchasers home address, “Remedial work” refers to any work that is necessary to enable new work to be carried out. Usually this would be repairs and upgrading of existing fixtures / fittings and surfaces to current regulations and standards, “Additional work” refers to all work requested by the purchaser which is not detailed on their quotation.
(3) The term “work” shall mean the jobs, labour, services and “goods with services” to be undertaken in the property. The term “Parts” will include all goods, parts and materials used for the installation including products, consumables and chemicals.

2. Access

(1) The purchaser shall grant the company access to the work address at reasonable times for the purpose of inspecting, taking measurements and gathering information in relation to assessing work requirements and carrying out work.
(2) The purchaser is required to ensure that the work area is accessible and any personal possessions and valuables have been removed from the vicinity. If the work area is not accessible, at the purchaser’s request employees of the company may move any possessions or furniture to enable access. The time taken to achieve access will be chargeable at the standard labour rates. The company accepts no liability or responsibility for any damages, losses or breakages which may occur when moving personal possessions.
(3) The purchaser must be available at the property upon commencement of the work, and be able to provide information specific to their property for health and safety and work related practicalities. The purchaser must also ensure that they are available at completion of the work to handover, for inspection / demonstration of new appliances and to complete paperwork and make payments as required.
(4) Where a representative of the company visits a property at a prior arranged and agreed time but is unable to obtain access to carry out agreed work, we reserve the right to charge for all time allocated by the company for that visit upto the full value of service booked or full value detailed in a quotation / work agreement regardless whether the work completed or not.

3. Estimates & Quotations

(1) An estimate is an indication of the approximate cost of work requested, the actual cost of the work may be higher or lower than the estimate and will be calculated and charged afterwards according to labour and parts/ materials used. Labour is calculated according to time spent by any employee working on your project including time spent; at your property, travelling to and from your property or collecting and sourcing parts and materials, registering products, liaising with manufacturers, inspecting/ testing/ fault finding/diagnosis and system design or technical specification, this can include administrative and technical duties that take place away from your property. Estimates may be provided for maintenance and repairs or new installations.
(2)A fixed price quotation is a fixed price for specific work which is specified in writing in the quotation which is fixed regardless of the actual labour and materials required. Where a quotation has been requested prior to work commencing the company will supply the purchaser with a written quotation detailing all work that has been discussed. Only work detailed and specified on the quotation has been included in the price. If something you expect to be included in the quotation is not expressly detailed you should assume it is NOT included and if you want something that has not expressly detailed, you must request it be added to the written quotation otherwise it will not be included. Quotations can be provided for new product installations only – for repairs, maintenance and breakdown work all costs will be estimated.
(3) When providing estimates / quotations the company assumes that all existing plumbing, electrical and previously installed products and appliances installed in the work address are in reasonable condition and have been correctly installed and comply with relevant building regulations. If during the course of carrying out work or subsequent to any work being completed it is discovered that any pre-installed pipework, electrics, products or appliances have been incorrectly installed and/or do not comply with relevant building regulations or are leaking, worn or otherwise faulty or defective the purchaser will be responsible for any costs associated with correcting and bringing the pipework, electrics, products or appliances up to meet current building regulations. Any additional repairs, replacements or remedial work required will be charged in addition to the quotation or estimate according to quantity of labour and parts/ materials used.
(4) Where changes to the work are requested or required to complete quoted or estimated work all labour and materials relating to the additional or remedial work which are not specifically detailed in the written quotation will be charged at our standard labour rates according to time taken and parts and materials used.

4. Parts/Goods

(1) Parts/goods refers to any products, equipment, fixtures and appliances that are required for the installation, service or repair. This includes but is not limited to appliances, boilers, radiators, furniture, baths, showers, sanitaryware, WCs, basins, sinks, taps, tiles, light fittings, spares & replacements, pumps, valves, pipe, fittings, electrical components, construction materials and other items required for the work.
(2) All parts / goods are special order items, parts/ goods are ordered for specific customers for specific jobs. Once an order has been placed parts are non cancellable, non returnable and non refundable unless faulty. Orders cannot be amended or cancelled for any reason.
(3) If after placing an order specific products are discontinued, out of stock or otherwise unavailable we reserve the right to substitute parts/goods with suitable comparable alternatives. If no suitable alternative product is available the purchaser will be entitled to a full refund of the specific product which is no longer available. All other parts ordered and contracted work will be unaffected.
(4) If prices have changed between an estimate or quotation being given and the time the order is processed, the company will advise the purchaser as promptly as possible. The purchaser will be required to pay any difference in prices associated with changes to products.
(3) Where parts are supplied by Plumbcraft (Yorks) Ltd to the purchaser, the company will take reasonable measures to ensure that parts are inspected, suitable for use and are not damaged or faulty prior to installation. Any delays to the work caused by parts not being available when required will not be chargeable to the purchaser.
(4) All parts remain the property of the company until paid for in full. Once parts are ordered or installed they are non cancellable, non returnable and non refundable.
(5) Where parts are sourced locally during the course of carrying out work, rather than ordered in advance of a visit to a property these will be charged at cost plus 30% mark up and any travelling time to obtain / purchase parts will be charged at our standard labour rates.
(6) Parts ordered or purchased are non cancellable, non returnable and non refundable unless faulty.
(7) All parts collected by the purchaser or delivered to the purchaser must be fully inspected at the time of collection/delivery as any damages / scratches / missing parts cannot be rectified after the goods have left our premises/received by the purchaser.
(8) The purchaser is responsible to register any products with the manufacturer in order to comply with warranty / guarantee requirements, unless this has been specifically detailed otherwise. Failure by the purchaser to register products directly with the manufacturer may significantly reduce the length of the product warranty.
(9) The company recommends that any parts to be installed in the work address by the company are supplied by the company, however it can at its discretion install parts supplied by the purchaser. The company may refuse to install any parts supplied by the purchaser at its sole discretion and without explanation. In the case the purchaser provides parts, they are responsible to ensure that parts are inspected, suitable for use and not damaged or faulty prior to work commencing. If a part supplied by the purchaser is damaged or faulty in any way the company will not be responsible to replace/ repair or reimburse the purchaser, even if the damage is caused by a representative of the company during installation. The company liability will be limited to the labour charge for the installation of that specific part. If products are not supplied in time to meet the agreed installation date the company reserves the right to charge the purchaser for the time allocated by the company to install the parts and / or time lost due delay at our standard rates. If a part supplied by the purchaser is unsuitable, faulty, damaged or for any other reason not fit for installation or becomes faulty after installation the company reserves the right to charge for all time allocated to the original installation, testing, removal and reinstallation of a replacement part. Resolving an issue with a part supplied by the purchaser will be the sole responsibility of the purchaser. The company shall accept no responsibility for faults, damages, delays or other problems caused by parts that have not been supplied by the company.
(10) The company may at it’s sole discretion exchange goods. The purchaser will be responsible to pay any costs associated with exchanges including delivery, collection or restocking charges, any additional price increases and other costs incurred by the company and exchanges may be subject to an administrative charge of £40.

5. Consumable Parts

(1) Consumable parts refers to any parts and products which are used during installation of parts and fittings. These include but are not limited to copper & plastic pipe, pipe fittings, connectors, silicone, inhibitor, solder, flux, tile adhesive, grout, trims, inhibitor, cleaning chemicals, nails, screws, grips, clips, fastenings, covers and other items used to secure, protect, repair and install. Where small quantities of consumable products are required products will be charged according to the pack size purchased ie 1 full bag or pack will be charged even if only a small quantity of the product is used and there are leftovers.
(2) All consumable parts must be supplied by the company and a record will be kept of parts used during the course of the work being carried out. The company will issue an invoice upon completion of the work for consumable parts, when immediate payment will be due.
(3) All consumable parts remain the property of the company until paid for in full. Once consumable parts have been installed / used they are non returnable and non refundable.

6. Labour

(1) Labour is chargeable in accordance with fixed pricing structure for most jobs or by time taken to complete the job at current labour rates. Labour charges will be applied to all time spent relating to a job which may include administration, health and safety risk assessments and implementing safe working practices, sourcing and collecting parts, diagnosing faults and carrying out tests. Some of this may take place away from customer’s properties – ie office tasks & collecting parts from suppliers. Where work requires two or more employees to complete the work or when the work is carried out by a team each employee is chargeable at the current labour rate (Except where a fixed price or quote has been provided in advance, in which case the amount quoted will be charged regardless of the actual time taken).
(2) If the Company needs to collect parts to carry out your job, the labour rate will be charged for the time taken to source the required parts including driving time. If parts are not available locally and require ordering, multiple visits may be required.
(3) Where multiple visits are required, even when related to the same job, each separate visit will be subject to a minimum labour charge and all labour will be chargeable.
(4) Where a quotation has been provided, any work that is undertaken that is not specifically detailed on the quotation will be deemed as additional or remedial work and will be charged at standard rates for labour and parts supplied. Where possible this will be advised to you prior to work being undertaken, however if this work has not been notified to you as an extra, but has been completed it will be chargeable.

7. Making good

(1) Construction work is disruptive and accessing hidden pipework/ voids will often require damaging cosmetic finishes. If the company employees make holes in walls, ceilings or floors to gain access to your heating or water system, electrics or access concealed parts inside boxing, inside furniture/cupboards, behind bath panels, behind tiles etc to carry out a repair, they may not be able to repair the damage caused to gain access. They may use filler/mortar to patch up any holes they make. However, they will not replace the original surface or construction so if access is required to hidden / covered pipework or parts please arrange for repair/ decorative work to restore the finish to be completed by a suitably competent person after the plumbing work has been completed. The purchaser should expect redecoration, plastering, joinery, building work or other trades to restore the property back to the desired finish where major works are being carried out and it is likely in most cases of minor plumbing work that redecorating afterwards will be necessary. If you would like the company to arrange this for you, you should request this prior to work commencing and this will either be added to the quotation (if requested in advance) or be charged based on labour and materials used.
(2) The company shall be responsible for the work expressly detailed on the quotation only.

8. Payment

(1) Where a written quotation has been provided in advance of work commencing on placing an order for” work” or “goods” or “goods with services” the purchaser shall pay in full for the work or parts in accordance with the agreed payment schedule.
Standard payment schedule for New Installations
Gas Boiler Installation
Non refundable deposit to secure the date of £100
50% Payment 2 weeks prior to installation
50% Payment On completion

Oil Boiler Installation
Non refundable deposit to secure the date of £250
50% Payment 2 weeks prior to installation
50% Payment on Completion

Bathroom/Wetroom/Wardrobe Installation
Non refundable deposit to secure the date of £500
50% Payment 1 month prior to installation
50% Payment on completion

Kitchen Installation
Non refundable deposit to secure the date of £1000
50% Payment 12 weeks prior to installation
40% Payment 1 week to delivery
10% Payment on completion

Payment can be made by bank transfer, cash, debit or credit card or retail finance (subject to eligibility criteria). The company does not accept payment by cheque, American Express or corporate credit cards.

If the purchaser is intending to use finance to pay for the installation an approved finance application for the full amount due to be paid using this method MUST be in place from the date of the signed work agreement and the deposit and any other agreed payments must be made inline with work agreement. Failure to adhere to the payment schedule or have an approved finance application in place is deemed to be a breach of contract and will result in your job being removed from our diary.
All orders for “ work” “parts”, “goods” or “goods with services” where a written quotation has been provided prior to the purchaser making a booking for work to be carried out fall under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and are defined as “On Premises Contracts” There is no right to cancel an “On Premises contract”. Upon acceptance of the purchaser’s order the Company will place orders for bespoke / special order parts and book time in with relevantly skilled installers for the proposed installation dates and full payment of the contract will be due in accordance with work agreement/ payment schedule. Should you choose not to have the work carried out 100% cancellation fee will apply and payment of the contract will be due immediately. Where the purchaser intended to use finance to pay for the work, but cancels the purchaser is required to make immediate payment of the 100% cancellation fee by alternate means.
The finance satisfaction note should be signed by the purchaser immediately upon completion of the installation/handover – prior to the installer leaving your property.
Failure to complete the finance satisfaction form to release funds to the company for goods and services related to the installation will result in withdrawal of the finance facility and full payment will need to be made by alternate payment method immediately – this can be done by cash, bank transfer, debit or credit card.
(2) Where no quotation has been provided in advance of work commencing or no work agreement / payment schedule is in place, all labour and materials provided by the company will be calculated in accordance with our standard rates and an invoice will be issued. Payment must be made in accordance with our standard invoice terms (normally 7 days). The purchaser will pay the balance promptly upon receipt of invoice for parts, labour and consumable parts.
(3) Payment is due in accordance with the invoice terms unless there is a work agreement/payment schedule in place. If work is carried out over an extended period then interim payments should be made in instalments as per the payment schedule or in accordance with the invoice terms. If work is delayed or interrupted prior to completion for any reason then payment for work carried out up to that point is payable immediately.
(4) If work is carried out or parts are supplied inside 14 days of placing an order for work, the purchaser agrees to waive all cancellation rights. Payment for all parts and labour shall be due in accordance with our normal terms.
(5) If any additional or remedial work has been carried out or any additional parts have been supplied that are not specifically detailed in the work agreement an invoice will be raised for the additional / remedial work and this should be paid within 7 days.
(6) Payment shall be in cash, by debit or credit card or by bank transfer into the company account or by finance agreement.
(7) Late payments will be subject to a late payment fee of £40 if payment is not received within 14 days. Interest can be charged on outstanding balances at a rate of 8% + Bank of England Base Rate per annum.
(8) If a finance application is in place, and the purchaser decides not to utilise this payment method, immediate payment must be made by an alternative method.
(9) All accounts beyond our credit terms will be dealt with through our debt collection procedure. All accounts, without exception will be subject to a surcharge of 15% plus VAT to cover our costs in recovery.

9. Waste removal

The company holds a Tier 2 waste carriers licence and can arrange for waste to be removed from the work address. Waste disposal is excluded unless specifically detailed. If required the purchaser should request waste disposal prior to work commencing and the company will provide the purchaser with waste disposal options and associated fees.

Warranty Term 10.

LIFETIME Workmanship Warranty

We are proud to offer a LIFETIME Workmanship Warranty!

We want our customers to have complete peace of mind that any installation work we have carried out in your property has been carried out with due care and skill and in accordance with all relevant regulations that were applicable at the point the work was completed.

This Includes:
Building Regulations
Water Regulations
Gas Regulations
Oil Regulations
Manufacturer’s Instructions

This means that no matter how much time has passed since we worked in your property, if a fault is discovered with pipework or products due to our workmanship not being compliant with any regulation or the manufacturer’s instructions we will always return to your property to correct any fault at no cost to you – forever!

What is a Workmanship Warranty?

A workmanship warranty relates to the way we have installed new products in your property and whether they have been installed correctly using due care and skill in accordance with the relevant regulations and manufacturers instructions applicable at the time of installation.

We guarantee to rectify any fault of our installation that

Does not comply with relevant Building Regulations
Does not comply with manufacturers instructions
Any leak that was present at the time of installation

Examples of workmanship warranty

Pipework should be installed using the correct size and type of pipework and fittings
Pipework should be installed with adequate fall
Pipework that should be lagged, will be lagged
Products are installed in accordance with manufacturers instructions

What is not covered under workmanship warranty?

A workmanship warranty is not an insurance policy against accidental damage, it is not a maintenance plan and does not cover general wear and tear.

Workmanship warranty does not cover future maintenance or repairs that may be required in your property.

The Workmanship Warranty does NOT cover

a) damage or faults due to accident, misuse or neglect by persons other than the company’s employees,
b) any defect of installation if adjusted, modified or disturbed by persons other than the company’s employees,
c) damage or faults caused by parts that have not been supplied by the company,
d) any pipework, product or appliance that has not been supplied and fitted by the company,
e) any issue caused by the failure of the purchaser to follow our advice / instructions for use.

Examples that are not covered under workmanship warranty

Servicing or repairs to products or appliances
Leaks that develop after the installation was completed and tested
Consumable products such as silicone, grout, inhibitor
Issues relating to products we have not installed or defects of pre existing plumbing system
Damage caused by failure to follow appropriate usage instructions or maintenance procedures

Products faults are not covered under our workmanship warranty.

Product Warranty

We offer an exceptional aftercare service to all our customers giving you complete peace of mind including a LIFETIME workmanship warranty. Please see our separate Workmanship Warranty for workmanship warranty claims.

All products that we supply come with manufacturer backed warranties that enhance and often far exceed your statutory rights, so please make sure you register products directly with the manufacturer (excluding boilers which Plumbcraft will do as part of the Building Regulations notification). In the majority of cases if you experience an issue with a product we would recommend that you contact the manufacturer directly if you have a product warranty claim.

If a fault develops with a boiler during the boiler manufacturer’s warranty period in the first instance we would recommend that you contact the boiler manufacturer directly.

Boilers must be serviced annually to retain the manufacturer warranty, at Plumbcraft we include the 1st annual service which means that the manufacturers warranty remains in force for 2 years from installation as per our 2 year boiler care promise. All subsequent annual services are chargeable at our standard rates.

How to make a Warranty Claim

Claiming on Warranty when “services with goods” have been provided in a property.

Less than 6 months after installation

If a fault develops on a new product we have installed in your property less than 6 months after installation we will make a claim to the manufacturer on your behalf and providing that the manufacturer accepts the claim we will repair or replace the faulty product at no cost to you. In some cases, particularly boiler manufacturers have their own engineers and offer their own product warranty procedure so we may refer you directly to them.

In order to make the claim to the manufacturer on your behalf we will need information from you regarding the nature of the fault. We may ask you to provide photos, videos and a full description of the fault and ask you to complete a warranty claim form.
We deem the date that you report the issue to us as the date the problem first occurred. We cannot accept backdated claims.

More than 6 months after installation

If a product fault develops more than 6 months after installation we cannot make a warranty claim to the manufacturer on your behalf, so you MUST claim directly to the manufacturer. We would also recommend that where the manufacturer offers installation services that when making your warranty claim you request that the repair or replacement part be fitted by the manufacturer as part of the claim. If the manufacturer does not offer installation services it is still worth asking if they will cover the cost of the labour to repair or replace the product.

The cost of fitting replacement parts obtained under manufacturers warranty is chargeable at our standard rates.

Warranty Exclusions

Product warranties apply to new products only.

No warranty is offered on parts that were not supplied and fitted by us.

All consumable parts, general wear and tear and misuse of products are excluded from product warranty. Customers are responsible for ongoing service, maintenance and repairs and should replace and renew items as they wear out. Consumable items include (but are not limited to) inhibitor and other chemicals, nozzles, hoses, seals and silicone, grout, filters, limestone chippings, tap washers, shower cartridges and any other item that should be replaced periodically. Damage caused to products by misuse, lack of maintenance, sludge or incorrect use of cleaning products are excluded from product warranties.

Plumbcraft Warranty does not cover:

a) damage or faults due to accident, misuse or neglect by persons other than the company’s employees,
b) any defect of installation if adjusted, modified or disturbed by persons other than the company’s employees,
c) damage or faults caused by parts that have not been supplied by the company,
d) any pipework, product or appliance that has not been supplied and fitted by the company,
e) any issue caused by the failure of the purchaser to follow our advice / instructions for use.

Optional Additional Warranty

We offer a unique extended warranty to cover you against any unexpected labour costs you may incur should any product fail or become faulty after 6 months of installation but inside the product manufacturer’s warranty period.

Starting from just £5 per month (labour only) if a product we have installed becomes faulty and the manufacturer does not offer an installation service or will not cover the labour cost to repair or replace the product Plumbcraft will remove the faulty product and install the new product at no additional labour cost to you. Ask us for more details.

Retail Sale – Product Returns

Products purchased through our showroom are special order items.

Special order items cannot be returned unless faulty.

If you have purchased a product from our showroom, you should inspect all goods before leaving the showroom, once the goods have left the showroom they cannot be returned unless faulty.

We cannot accept returns of any goods that are damaged after leaving the showroom, have missing parts, or because you do not like it, it does not fit or because you have changed your mind.

If a faulty product is returned inside 30 days of purchase you are entitled to a replacement or a refund.

If a faulty product is returned after 30 days but less than 6 months after purchase you will be entitled to a replacement.

After 6 months faulty product claims must be made directly to the manufacturer.

If making a warranty claim more than 30 days after installation the purchaser should complete a warranty claim form stating whether the fault is a workmanship fault or product fault. The company reserves the right to charge a £110 +VAT refundable fee to cover the call out cost to investigate a warranty claim. Whether a fee has been taken in advance or not, the Company reserves the right to charge for any work carried out and parts supplied, that are not covered by the Plumbcraft Workmanship / Parts warranty.

The company will not reimburse any expenses incurred by the customer or make any payment to any 3rd parties. All warranty work must be undertaken by the Company or the product manufacturer. Unless express written permission is granted by the Company in advance, any work / repairs / replacements being carried out or supplied by unauthorised 3rd parties will result in the Plumbcraft warranty being invalidated and the warranty will be considered null and void.

Unless we cause damage while we are at your property, we will not be responsible for any loss or damage to property as a result of your appliance or system breaking or failing, including any cleaning needed or damage to fixtures or furniture (for example, damage caused by water leaks). We will not be responsible for any consequential losses, inconvenience or delay to works caused by product failure.

No guarantee or warranty shall be in place if the purchaser has not adhered to the payment schedule or has an outstanding invoice. Non payment of invoice will be deemed a breach of contract and no further work shall be carried out until such time as the full invoice and any late fees accrued have been settled.

11. Delay

(1)The company will provide estimated dates for the work to be carried out and anticipated completion dates, however it should be noted that with construction work delays may occur due to reasons outside our control, including product supply issues, traffic, damage cause during transportation, delivery delays, sickness, unforeseen additional/ remedial work
(2)The company is not responsible for any delay in carrying out the work caused by inclement weather, accidents, fires, strikes, lockouts, shortage of materials or other causes beyond the companies reasonable control. If work is delayed for any reason the company shall take all reasonable steps to keep disruption to a minimum and keep the purchaser informed of any changes to timescale as soon as is reasonably possible.
(3)In some instances work may be re-scheduled for an alternate date.
(4)No compensation will be given for an inconvenience, delay or consequential losses as a result of work taking longer than expected or being delayed for any reason.

12. Cancellation Policy

(1) Under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 where a written quotation or estimate has been provided by email or post following a visit to the purchaser’s property, thereby allowing the purchaser to decide at their leisure whether to enter into a contract when they are ready to do so, the purchaser will be entering into an ‘on-premises contract’. This is because this transaction does not fall within the definition of an ‘off-premises contract’, nor is it a ‘distance contract’. There is no right to cancel an “On Premises contract”. Upon acceptance of the purchaser’s order the Company will place orders for bespoke / special order parts and book time in with relevantly skilled installers for the proposed installation dates and full payment of the contract will be due in accordance with work agreement/ payment schedule. 100% cancellation fee will apply.
(2). Where the purchaser has not received a written quotation or estimate in advance of work commencing and has made an appointment for work without an agreement in place the purchaser has a right to cancel within 14 days of placing an order or making a booking without giving any reason provided the following conditions are satisfied;
a. Notice of cancellation is emailed to info@plumbcraft.net either before any order is placed or any work is undertaken.
b. Any email sent intended to serve as your statement of cancellation should be clear and unambiguous. You may use the following style of wording although this is not obligatory “I/we hereby give notice of cancellation for the contract for [insert customer name] for the supply of [item you wish to cancel] to [property address]. Signed [insert your name].”
c. The Company reserves the right to charge for any costs or losses incurred up to the point of cancellation. All time spent on your project will be charged according to our standard rates and where parts orders have been placed up to 100% of the cost of the parts may be due.

(2) If any of the following circumstances applies to the services that you have ordered, then the cancellation rights during the 14 day cooling-off period do not apply to you and you will not have the right to cancel the contract in respect of those parts / services because you have changed your mind:
a.if you have made an “on premises” order or contract for work – ie where you have been provided a written quotation in advance of booking work

b. if the services have commenced;
c. if you requested us to carry out urgent maintenance or repairs;
d. if the services have been booked to be carried out inside the 14 day cooling off period.
The customer will lose the right to cancel should the customer request work to commence inside the 14 day cooling off period as it will be deemed that the Company has been engaged to carry out urgent maintenance or repairs at the customer’s household and preparation work and ordering of parts will commence immediately upon receipt of order.
(4) Nothing in this contract affects your statutory rights.

13. Complaints

(1) If you are not completely satisfied with any aspect of work that has been carried out please telephone the office on 01609 775233 or email info@plumbcraft.net. or write to Plumbcraft, Unit 4 Finkills Way, Northallerton, DL7 8UQ