Terms & Conditions

About these terms

These terms apply to all quotations and work carried out by Coyne's Plumbing & Heating Ltd ("we", "us", "our"), 9 Huxley Close, Newport Pagnell, MK16 8RA. "You" means the customer we are carrying out the work for. By accepting a quotation, booking a visit or asking us to start work, you agree to these terms.

Nothing in these terms affects your statutory rights as a consumer, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Quotations and estimates

1.1 Quotations are valid for 30 days from the date issued, unless otherwise stated.

1.2 A quotation is a fixed price for the work described in it. An estimate is our best guide to the likely cost and may change once work begins. We will always make clear which one we are giving you.

1.3 Quotations are based on the information available when we survey or assess the job. They do not include work that is not listed, or work needed because of conditions we could not reasonably see beforehand (see sections 5 and 6).

1.4 Your quotation will state whether VAT is included where it applies.

2. Call-out charges

2.1 Our standard call-out charge is £80. This covers attending your property and assessing the problem. Any repair work, parts and materials are charged in addition, and we will tell you the cost before carrying out further work.

2.2 Emergency and out-of-hours work (evenings, weekends and bank holidays) may be charged at a higher rate. We will always tell you, and agree the rate with you, before we attend.

3. Payment

3.1 Smaller jobs, repairs and call-outs are payable on completion of the work.

3.2 For larger jobs, such as boiler installations, heating systems and bathroom installations, we take a 50% deposit to confirm the booking and order materials. The remaining balance is due on completion of the work.

3.3 We accept bank transfer, card and cash.

3.4 If payment is not made when due, we may charge interest on the overdue amount at 4% a year above the Bank of England base rate, and reasonable costs of recovering the debt.

3.5 Materials, boilers and other products we supply remain our property until they have been paid for in full.

4. Cancellations

4.1 If you agree a contract with us at your home or away from our premises, or by phone, email or online, you have the right to cancel within 14 days without giving a reason. The 14 days start from the day the contract is agreed. To cancel, simply tell us clearly by phone, email or in writing.

4.2 If you ask us to start work within the 14-day cancellation period and then cancel, you will need to pay for the work carried out up to the point you tell us you are cancelling, and for any materials already fitted. If you cancel within the 14 days, we will refund any payment due to you within 14 days.

4.3 The right to cancel does not apply to urgent repairs or emergency work that you have asked us to carry out straight away, or to goods made or ordered to your personal specification, such as made-to-measure bathroom items.

4.4 If you cancel after the 14-day period, or the right to cancel does not apply, we may keep from your deposit, or charge you for, the reasonable costs we have already incurred. This includes materials that have been ordered and cannot be returned, any restocking charges from suppliers, and work already carried out. We will not charge more than our actual losses, and we will refund any part of the deposit that is not needed to cover them.

4.5 If you need to rearrange a booked date, please give us as much notice as possible. We will always try to find a new date that suits you.

5. Additional and unforeseen work

5.1 Sometimes work that was not included in the quotation is needed, for example because of hidden damage, corroded pipework or a problem that only becomes visible once work has started.

5.2 If this happens, we will explain what we have found and why the extra work is needed, and agree the cost with you before carrying it out. We will not carry out chargeable extra work without your agreement, except where it is needed straight away to make the installation safe or to prevent damage to your property.

5.3 Any changes you ask for after the quotation has been accepted may change the price and timescale. We will confirm this with you before going ahead.

6. Existing systems and hidden faults

6.1 Older heating and plumbing systems may contain faults that are not visible during a survey or visit, such as worn pipework, sludge, weak joints, seized valves or corrosion.

6.2 Work on an existing system, including power flushing, draining down or pressure testing, can expose faults that were already there, such as leaks from old pipework or radiators. We are not responsible for faults of this kind that already existed, but we will tell you about them and quote to put them right.

6.3 Our guarantee covers the work we carry out. It does not cover parts of your existing system that we have not worked on, or that we have advised need replacing and you have chosen not to replace.

7. Customer-supplied materials

7.1 If you supply your own materials, fittings or appliances, you are responsible for them being suitable, complete, undamaged and fit for purpose.

7.2 Our workmanship guarantee covers how we install them, but not the products themselves. Any fault with a product you supplied is a matter for the retailer or manufacturer.

7.3 If customer-supplied items are missing, faulty or unsuitable and this causes delay or extra visits, we may charge for the extra time involved. We will discuss this with you first.

8. Access to the property

8.1 Please make sure we have safe and clear access to the work areas at the agreed times, along with access to water, electricity, gas meters and stopcocks as needed.

8.2 Please move furniture, personal belongings and valuables away from the work area before we arrive. We will always take care in your home and use protective coverings where appropriate.

8.3 If we cannot get access at a booked time and you have not let us know in reasonable time, we may charge a call-out fee for the wasted visit.

8.4 Please let us know in advance about pets, anyone vulnerable in the property, or anything else that may affect how we work.

9. Parking and permits

9.1 Please let us know about any parking restrictions at your property. Where paid parking, parking permits or congestion charges are needed for us to carry out the work, these costs will be added to your invoice. We will discuss this with you beforehand.

10. Making good

10.1 Some work means lifting floorboards, opening walls or ceilings, or removing tiles, panels or boxing to reach pipework.

10.2 Unless your quotation says otherwise, we will replace floorboards and panels where possible and leave the area safe and tidy, but our price does not include decorating, plastering, tiling or replacing floor coverings. We will be clear about this before we start.

10.3 We will take reasonable care when lifting or removing surfaces, but we cannot be responsible for damage to items that are already fragile, damaged or impossible to remove without damage, such as old tiles, fitted flooring or sealed boxing. We will tell you about any risk before we start where we can.

11. Timescales and delays

11.1 We will always give you our best estimate of start dates and how long the work will take, and keep you updated if anything changes.

11.2 We are not responsible for delays or failures caused by events outside our reasonable control, such as severe weather, supplier or manufacturer delays, illness, accidents, or problems with access to your property. If this happens we will let you know as soon as possible and agree a new date with you.

12. Gas safety and safety requirements

12.1 All gas work is carried out by a Gas Safe registered engineer and in line with the Gas Safety (Installation and Use) Regulations 1998 and current industry standards.

12.2 If we find a gas appliance or installation that is unsafe, we are required to follow the Gas Industry Unsafe Situations Procedure. Depending on the risk, this may mean labelling the appliance, turning it off or disconnecting it, and we will explain why. We will ask for your permission first. If an installation is immediately dangerous and permission is refused, we may need to report it to the gas emergency service.

12.3 We will not carry out work, or continue work, that we believe would be unsafe or would not meet current regulations.

12.4 New boiler installations are registered with the manufacturer and notified to building control through the Gas Safe Register, as required. You will receive the relevant certificates and paperwork once the installation is complete and paid for.

12.5 If you ever smell gas, leave the property and call the National Gas Emergency Service on 0800 111 999.

13. Guarantees and warranties

13.1 We guarantee our workmanship for 12 months from completion of the work, unless otherwise stated in your quotation.

13.2 Boilers, parts and other products are covered separately by the relevant manufacturer's warranty. We will register manufacturer warranties for new boilers on your behalf. Manufacturer warranties usually require the boiler to be serviced every year.

13.3 Our workmanship guarantee does not cover faults caused by misuse, accidental damage, lack of maintenance, normal wear and tear, frost damage, work or alterations by anyone else, customer-supplied products, or parts of the system we have not worked on.

13.4 If you think there is a problem with our work, please contact us as soon as possible so we can put it right. We will need to inspect the work before carrying out any remedial work. Please do not ask another company to repair it first, as we may not then be able to honour the guarantee.

14. Our liability

14.1 We will carry out all work with reasonable care and skill, as required by law.

14.2 We are not responsible for loss or damage that was not reasonably foreseeable, or for damage caused by faults that already existed in your property or system before we started work.

14.3 Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law.

15. Complaints

15.1 If you are not happy with any part of our work, please contact us first by phone or WhatsApp on 07465 435810 or by email at info@coynesplumbing.co.uk. We will always try to resolve things quickly and fairly.

16. Your information

16.1 We only use your details to provide our services, keep records and contact you about your job. See our Privacy Policy for more information.

17. Law

17.1 These terms are governed by the law of England and Wales.