Terms & Conditions residential
**Terms & Conditions**
**Residential Customers**
*Version 1.0 \| Effective: April 2026*
These Terms and Conditions (\'Terms\') govern the supply of plumbing and home improvement services by Priority Plumbing Services Limited (\'Priority Plumbing\', \'we\', \'us\', \'our\') to residential customers (\'you\', \'your\'). By accepting a written Estimate from us, or by instructing us to carry out works, you agree to be bound by these Terms.
These Terms do not affect your statutory rights as a consumer. Nothing in these Terms limits or excludes any rights you have under the Consumer Rights Act 2015 or any other applicable legislation that cannot be excluded by agreement.
**1. About Us**
Priority Plumbing Services Limited is a company registered in England and Wales.
- Registered company name: Priority Plumbing Services Limited
- Company registration number: 15830169
- VAT number: 483802770
- Registered address: Unit 7, Lake Street, Leighton Buzzard, LU7 1SP
- Contact: info\@priorityplumbingservices.co.uk \| 07714 410392
**2. Estimates and Quotations**
**2.1** We will provide you with a written Estimate before work begins for most jobs. An Estimate is an indication of the likely cost based on information available at the time and is not a fixed price unless expressly stated.
**2.2** Estimates are valid for 30 days from the date of issue unless stated otherwise.
**2.3** Estimates do not take into account any unforeseen obstructions, additional works, or materials that may become necessary due to conditions concealed at the time the Estimate was prepared. Where such issues arise, we will notify you promptly, halt works if necessary, and agree any additional cost with you in writing before proceeding.
**2.4** For B&Q and Wickes installation jobs, pricing is agreed between you and the retailer directly. We do not provide a separate estimate for these jobs.
**2.5** Acceptance of an Estimate --- whether in writing, by email, verbally, or by paying a deposit --- constitutes your agreement to these Terms and Conditions.
**3. Booking and Scheduling**
**3.1** Once your Estimate has been accepted and any required deposit received, we will confirm your booking in writing with a scheduled date and approximate time window.
**3.2** We will make every reasonable effort to attend at the agreed time. In the event of an unavoidable delay or change, we will notify you as soon as possible.
**3.3** You agree to ensure that suitable access to the property is available at the agreed time. Where access is refused or unavailable without reasonable notice, we reserve the right to charge for wasted time at our standard labour rate.
**3.4** Where a job requires multiple visits, we will agree the schedule with you in advance. Any rescheduling required will be communicated as soon as it becomes necessary.
**4. Payment Terms**
**4.1** A deposit of 50% of the estimated job value is payable upon confirmation of booking. The remaining balance is due in full on the day of completion of works.
**4.2** For emergency call-out work, payment is due in full upon completion.
**4.3** Invoices are due on receipt. We accept payment by bank transfer or card payment. Our bank details will be provided on your invoice.
**4.4** If payment is not received by the due date, we reserve the right to: (a) suspend any ongoing or future work; (b) charge interest on the outstanding amount at a rate of 8% per annum above the Bank of England base rate from the due date until full payment is received. This right is exercised at our discretion and does not affect your statutory rights as a consumer.
**4.5** All prices quoted are inclusive of VAT at the standard rate of 20%, unless expressly stated otherwise. Our VAT registration number is 483802770.
**4.6** Where materials are supplied by you or a third-party retailer, our charge covers labour and installation only. We accept no responsibility for the cost or quality of customer-supplied materials.
**5. Your Responsibilities**
**5.1** You agree to provide accurate information about the property and the work required. Inaccurate or incomplete information may affect our ability to carry out the work or may result in additional charges.
**5.2** You agree to ensure the working area is reasonably clear and accessible before we arrive. We will take reasonable care to protect your property and will cover and protect surfaces in working areas where appropriate.
**5.3** Where you supply materials, fittings, or fixtures for installation, you accept that these are suitable for the intended purpose and meet the required standard. We will notify you if we have concerns about supplied materials, but we cannot accept liability for defects in or failure of materials supplied by you.
**5.4** You agree to a walkthrough inspection of completed works at the end of each visit and to raise any concerns before signing the job completion form. Signing the completion form confirms your acceptance of the works as completed.
**6. 24-Month Workmanship Guarantee**
**6.1** We guarantee all workmanship carried out by Priority Plumbing for a period of 24 months from the date of completion, subject to the conditions set out in this clause.
**6.2** The guarantee covers defects in workmanship --- that is, faults arising directly from the manner in which the work was carried out.
**The guarantee does not cover:**
- Materials, fittings, or fixtures supplied by you or a third-party retailer --- these are subject to the manufacturer\'s or retailer\'s own warranty
- Fair wear and tear, including gradual deterioration expected from normal use
- Damage caused by third parties, accidents, misuse, or modification of the works after handover
- Damage caused by failure to carry out routine maintenance as described in clause 6.4
- Issues arising from pre-existing defects in the property\'s structure, drainage, or services that were concealed or unknown at the time of works
- Consequential loss, including loss of use or damage to other property, except where caused by our negligence
**6.3** To claim under the guarantee, please contact us at info\@priorityplumbingservices.co.uk within the 24-month period, describing the issue. We will assess the claim and, where valid, return to remedy the defect at no additional charge.
**6.4** To maintain the benefit of the 24-month guarantee, you are responsible for carrying out routine maintenance on completed works. This includes, but is not limited to:
- Annual inspection and replacement of silicone sealant around baths, showers, basins, and wet areas where signs of deterioration, cracking, or lifting are visible
- Regular cleaning of shower heads, taps, and drains to prevent limescale build-up and blockages
- Prompt reporting of any visible drips, leaks, or signs of water damage to avoid further deterioration
- Ensuring adequate ventilation in bathrooms and wet rooms to prevent excessive condensation and mould
> **Looking for peace of mind? Our Priority Care Plan provides scheduled maintenance cover, annual silicone checks, and priority call-out for covered issues --- ask us for details or visit our website.**
**7. Liability**
**7.1** We carry out our work with reasonable skill and care in accordance with the Consumer Rights Act 2015. If we fail to do so, you are entitled to request a repeat performance or, where that is not possible, a price reduction.
**7.2** We do not exclude or limit our liability to you for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; any breach of your statutory rights as a consumer; or any other matter for which liability cannot lawfully be excluded.
**7.3** Subject to clause 7.2, our total liability to you for any claim arising out of or in connection with our services shall not exceed the total value of the works carried out under the relevant Estimate or Invoice.
**7.4** We are not liable for any indirect or consequential loss, including loss of use, loss of income, or damage to other property, except where caused by our negligence or breach of contract.
**7.5** We carry public liability insurance. Details of our insurance cover are available on request.
**8. Cancellation and Changes**
**8.1** You have the right to cancel a booking within 14 days of making it (the \"cooling off\" period) under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, provided works have not yet begun.
**8.2** Where you have requested that works begin within the 14-day cooling off period, and works have commenced, you remain liable for a proportionate charge for work completed up to the point of cancellation.
**8.3** If you wish to cancel outside of the 14-day period or after works have commenced, please notify us in writing as soon as possible. A cancellation charge may apply to cover any materials ordered or work completed.
**8.4** We reserve the right to cancel or reschedule a booking in exceptional circumstances (e.g. operatives illness, emergency). We will notify you as soon as possible and offer an alternative date or a full refund of any deposit paid.
**9. Complaints**
**9.1** We take all complaints seriously. If you are dissatisfied with any aspect of our service, please contact us in the first instance at info\@priorityplumbingservices.co.uk or 07714 410392.
**9.2** We will acknowledge your complaint promptly and aim to resolve it within 14 days. If we cannot resolve the matter to your satisfaction, we will advise on any alternative dispute resolution options available to you.
**9.3** Nothing in this clause affects your statutory rights, including your right to seek redress through the courts.
**10. Data Protection**
We handle your personal data in accordance with our Privacy Policy, which is available on our website at www.priorityplumbingservices.co.uk and on request. By engaging our services, you agree to the collection and use of your personal data as described in that policy.
**11. General**
**11.1** These Terms constitute the entire agreement between you and Priority Plumbing for the supply of our services and supersede any previous agreement or understanding.
**11.2** We may update these Terms from time to time. The version in force at the time your Estimate is issued will apply to that job.
**11.3** If any provision of these Terms is found to be unenforceable, it will be removed and the remaining provisions will continue in full force.
**11.4** These Terms are governed by the laws of England and Wales. Any dispute arising from them shall be subject to the exclusive jurisdiction of the courts of England and Wales.
**11.5** Nothing in these Terms affects your statutory rights as a consumer. For independent advice, you can contact Citizens Advice on 0808 223 1133 or visit www.citizensadvice.org.uk.
**Priority Plumbing Services Limited**
Unit 7, Lake Street, Leighton Buzzard, LU7 1SP
info\@priorityplumbingservices.co.uk \| 07714 410392 \| www.priorityplumbingservices.co.uk
*Registered in England and Wales \| Company No. 15830169 \| VAT No. 483802770*