- Introduction
1.1. By using this website Local Emergency Plumber (www.local-emergency-plumber.co.uk) and any connected telephone line, you agree to these Terms and Conditions. Please carefully read these Terms and Conditions before using this service.
1.2. This document governs the relationship between you and us only. The Terms and Conditions on which repairs are assessed and completed are concluded between you and the Technician.
- Who are we?
2.1. We are Local Emergency Plumber a company incorporated in London, England. Our registered office is: London, England. By ‘we’, ‘us’ and ‘our’ we mean Local Emergency Plumber By ‘you’ we mean the consumer.
- A summary of our role
3.1. We are a digital marketing provider. We are instructed by local qualified professionals who carry out repair services, including on an emergency basis, as plumbers, drainage engineers, gas engineers and (collectively known as “Technicians”).
3.2. As part of our services to Technicians, we:
3.2.1. Take inquiries from consumers and, acting as the Technician’s agent, arrange bookings for the Technician to attend your property to assess the repair works required and, if appropriate, provide an estimate for the length of time and how much it will be to complete the repair works; and
3.2.2. Monitor the Technician’s performance, receive feedback from consumers and resolve complaints and disputes arising out of repair works.
3.3. We provide our digital marketing and booking services exclusively for Technicians. We do not provide repair services for consumers. By using Local Emergency Plumber website and telephone lines, you agree that you will not, at any point, be entering into a contract with Local Emergency Plumber for repair services.
- The Technicians
4.1. When a Technician wishes to sign up to our services, we require particular documentation from them, in order for us to verify their identity, professional credentials, if they are qualified for the service they provide and have adequate insurance.
4.2. Local Emergency Plumber accepts no responsibility for the repair works performed by the Technician. Should you have any concerns about the Technician and their suitability to carry out the work, please cancel the service and call us immediately and we will investigate the situation.
- Booking Process
5.1. When we receive your inquiry, we will search our database to match you with a local Technician in your area. To do this, we will provide the Technician with the following information relating to you:
5.1.a. Your postcode; and
5.1.b. A description of your requirements, as provided by you to us.
5.2 After verifying the technician closer to the consumer’s address we will inform them of an estimate time for the Technician to attend their premises. The time is always an estimate since it depends on the location, time of the call/service requested (e.x. in rush hours it might take more time for the Technician to attend the property).
5.3. It will be your responsibility to provide the Technician with access to your property. If you seek to reschedule before the Technician arrives, please contact us.
5.4. We will advise the consumer of the time for works to be carried out. We will always endeavour to ensure the Technicians maintain this schedule and that they attend at the agreed time. However, Local Emergency Plumber accepts no liability in respect of late attendance at any site, or for the late/non delivery of any equipment or materials. All times provided by us are estimates only.
5.5. While every effort is made to make the scheduled appointment, Local Emergency Plumber cannot guarantee appointment times due to unforeseen circumstances. Our general estimate is 1 hour response which is subject to availability at the time of calling and location of job and works needed to be carried out.
5.6. When the Technician arrives at your property, they will assess the situation and, if they consider it appropriate to do so, provide you with an estimate for the repair, including the number of hours that they expect the repair work will take and the costs of any additional materials required to complete the work.
5.7. When the Technician has provided their estimate, you will then have an opportunity to agree or decline for the repair work to be carried out. If you agree to the repair service, the Technician will start the work straight away, unless an alternative time or day is agreed between you and the Technician.
5.8. The company reserves the right to refuse or decline any work at its own discretion. Where the company agrees to undertake works for the customer, this will be done so by authorized representatives of the company only.
5.9. If the costumer cancels without the company’s consent, the consumer agrees to indemnify the company against any and all loss, damage, claims or actions arising as a result of such cancellation. In case of cancellation from the consumer there is a cancellation fee to be paid, equal to the call-out.
5.10. Local Emergency Plumber does not have a role in the repairs work or estimate, although for our ongoing monitoring purposes, we may ask you for feedback on the performance of the Technician and investigate any complaints you raise.
5.11. The Technician will provide you with an invoice either immediately after the work has been completed or within 5 business days from the completion of the job.
5.12. You will pay the Technician directly via bank transfer to their account, credit card or cash.
- Prices
6.1. All charges are subject to VAT (if applicable by the subcontractors) at the prevailing rate.
6.2. The company charges a call-out fee for emergency cases service and the Technician will come as fast as possible at the customer’s place and do a proper assessment of the issue. The call-out is agreed over the phone with our agent and does not include the cost of the labour or any additional materials required.
6.3. As explained above, the Technician who visits your property will assess the work further and provide you with an estimate of the time it will take before going ahead with the job, any additional materials required (the price of those materials), and the overall estimated price.
6.4. The Technician informs you about the labour charges and the first hour is always payable when you agree with the Technician to go ahead with the job. If the completion of the job requires more time than the first hour, the charges for the following hours will be with 30 minutes unit.
6.5. You will make payment to the Technician directly in completion of the job. We collect a commission for our services from the payment the Technician receives. In the event there are any issues with the payment we are happy to handle any queries or complaints.
6.6. We charge a call out fee, regardless of work carried out. If for any reason the Technician is unable to carry out work during attendance, the call out fee would still be payable for the attendance, plus the cost of any additional labour time, and parts/materials if used.
6.7. Any estimate provided may be revised in the following circumstances:
6.7.a. If after the submission of the estimate, the consumer instructs the Technician (whether in written or orally) to provide additional works or services not referenced or detailed within the estimate.
6.7.b. If following the submission of the estimate by the Technician, there is an increase in the cost of materials to be supplied.
6.7.c. If following the submission of the estimate by the Technician, it is discovered further works and services need to be carried out which had not been anticipated.
6.7.d. If following submission of the estimate or works carried out, it is discovered that there was a manifest error when the estimate was prepared.
6.8. The Technician reserves the right to make a charge for the collection of materials, parts and equipment from any supplier, except for works where an estimate has been provided beforehand. If the collection of said materials takes part whilst the Technician is on site, the time taken for this will be treated as part of the work, and charged at the applicable rate.
6.9. The Technician is not responsible for the removal of any waste materials. The consumer is responsible for the removal of any/all waste materials resulting from the works carried out by the Technician.
6.10. We reserve the right to apply an administrative fee of 10% on the total bill (Final price). The administrative fee covers the administrative cost of offering the service and is payable per service received.
6.11. If a consumer has asked for a plumbing and an electrical emergency service at the same time, the administrative fee will apply for both required and received services.
6.12. Administrative fee means charges additional to the Final price, including without limitation the charges related to telephony, website maintenance, documents, materials, time, taxes, and other expenses incurred to make it possible to offer the service to the consumer.
- Warranty
7.1. Any warranty provided by the technician shall be for labour only. Any parts, equipment or components supplied will be covered by their respective manufacturer’s warranty.
The Technician’s warranty will become null and void if the work/material completed/supplied is:
– Subject to misuse or negligence
– Repaired, tampered with or modified by anyone other than the Technician who attended the job. The Technician and Local Emergency Plumber accept no liability (or guarantee suitability) for materials supplied by the customer or other third parties, and will not accept liability for any damage or faults as a result.
7.2. Local Emergency Plumber or the Technician are unable to guarantee any work in respect of blockages in waste and drainage systems.
- Complaints
8.1. Your views are important to us and help us to ensure that Technicians are offering an excellent service. We do not seek to work with Technicians that abuse and do not comply with our Terms and Conditions.
8.2. Therefore, in the event you have a complaint about a service that was carried out, or behavior exhibited by a Technician to whom you were introduced by us, please get in touch with us using the details on the ‘Contact’ page on our website.
8.3. Please note, however, that Technicians are not employed by Local Emergency Plumber. We will refer all complaints to the Technicians. This is to ensure the Technician knows the nature of the complaint and so they can assess their liability. Whilst we will investigate all complaints and seek to mediate between the Technician and the consumer, we are not a party to any dispute or conflict in relation to the quality of the work or the way it is completed.
8.4. We will do our best to investigate the work completed and will decide with the consumer and the Technician a suitable resolution.
- Limitation Of Liability
9.1. Local Emergency Plumber will not hold any responsibility for any damage suffered to a part of any property where the damage is in whole or in part a consequence of a defect or weakness in that part of the property.
9.2. Local Emergency Plumber will not hold responsibility or liability for damage caused whilst investigating and repairing any plumbing, gas or drainage work, including blockages. This includes but not limited to; the removal of bathroom suites, panels or furniture, tiles and tiling, floor coverings (carpet, rugs, laminate, wood, tiles etc), internal and external walls where pipe work is/has to be routed and other damages as a result.
9.3. If damage to plaster and brickwork is caused it will be the customer’s responsibility to repair. We cannot accept responsibility for any damage to wallpaper, paintwork, tiles, carpet, furniture etc. Any silicone work does not carry any guarantee.
9.4. It is the responsibility of the customer to protect items of furniture, furnishings, fixtures and fittings. The Technician will make reasonable efforts not to cause damage. It is suggested that the customer removes items that are considered to be a problem. If items remain within the working area, it is the responsibility of the customer to cover such items.
- Monitoring phone calls and emails
10.1. We may monitor and record our calls and emails, so we can assess any areas that we need to improve.
10.2. If calls are monitored, we will comply with all relevant data protection laws regarding the use of such information.
- Contact Us
11.1. You can contact us during business hours via telephone or at any time via email. Please refer to our ‘Contact’ page on our website for full details.
- Changes to these Terms and Conditions
12.1. Please note, that we have the right to remove any service on our websites at any time and we may also change the pricing structure of the services in accordance with any fluctuation in the market. We don’t have to give any notice, and if we do remove a service, we won’t be responsible to you.
12.2. We also have the right to change these terms and conditions at any time, for example if we change our processes or if there are changes to laws or regulations which require us to update them.
12.3. The terms and conditions applied to your use of the service will be those in force at the time you request a Technician.
12.4. Any illustrations, descriptions, imagery either displayed on the company’s website, in marketing materials (both offline and online), catalogues, price lists or other are intended merely to present a general idea of works and services provided by the company. No part of these shall form part of any contract.
