Home / Terms & Conditions
1.0
In these terms and conditions (“the terms”), the “Customer” means the Customer for whom the works are to be carried out, and “The Company” means IGM Plumbing, Heating & Leak Detection Ltd, a company registered in England with company number 14655480.
1.1
“Contract” means the agreement between the Customer and the Company to carry out the works which the Customer asks the Company to undertake or which are the subject of an agreement between the Customer and the Company. These works might be set out in an estimate, quotation or other document or email issued by the Company to the Customer, and may be varied by agreement in writing (which shall include by email) or orally between the parties.
2.0 Attendance and Cancellation Policy
The Company charges a minimum 1-hour call-out fee for all attendances, regardless of the nature or extent of the work undertaken. If the Company is unable to carry out the requested works during its attendance, the minimum 1-hour fee will still apply. Any time beyond the initial hour is charged pro-rata, along with the cost of any parts or materials supplied.
For cancellations, the Company requests a minimum of 48 hours’ notice prior to the scheduled appointment time. Where less than 48 hours’ notice is provided, the Company reserves the right to charge a reasonable cancellation fee to reflect any actual loss of time, resources, or costs directly incurred as a result. For specialist services such as leak detection, this may include the cost of time allocated and resources prepared for that specific service. The Company may, at its sole discretion, waive or reduce the cancellation fee in certain circumstances.
Please note that for off-premises or distance contracts that are non-emergency in nature, consumers may be entitled to a 14-day cooling-off period under consumer law. Cancellation fees cannot be applied during this period unless the consumer has expressly requested that work begin before the end of the cooling-off period. In such cases, charges may only apply for work already carried out.
2.1
The Company will take the minimum charge by credit or debit card from the Customer upon agreeing to undertake any work. Any additional sum payable by the Customer will be taken from the Customer’s credit or debit card upon completion of the work and upon rendering of an invoice.
All charges are subject to VAT at the prevailing rate. The Company is VAT registered under VAT Registration Number: 435 3964 76. VAT will be clearly itemised on all invoices provided to the Customer.
In certain circumstances, customers may be eligible for VAT relief — for example, where services are provided to individuals who are disabled or chronically ill, and the goods or services meet HMRC’s criteria for VAT exemption or reduced rates. In such cases, eligible customers must complete and submit the appropriate VAT relief declaration form before work commences. Further guidance is available from HMRC at: https://www.gov.uk/.
2.2
Emergency callouts are charged at the emergency rate as outlined on the Company’s “Our Rates” page. Charges apply from the moment the engineer begins travelling to the Customer’s location. During standard hours, travel time will start from the Company’s registered premises. For out-of-hours or emergency bookings, travel may begin from the engineer’s home address. The applicable emergency rates and timeframes (e.g. after 4:30 PM, weekends, and bank holidays) are published on our “Our Rates” page and may vary based on the day and time of service.
The Customer is advised to confirm callout rates and travel charges in advance, as these will be clearly itemised on the final invoice.
3.0 Any estimate provided to the Customer by the Company can be withdrawn at any time before acceptance by the Customer, and if not accepted shall be deemed to have been withdrawn after 28 days.
3.1 Unless expressly stated to the contrary all estimates provided by the Company are estimates based upon current information and are not fixed prices. The estimate sets out the likely minimum costs involved based on a visual inspection by the Company (without removing any fixtures or fittings or undertaking any invasive inspection) and/or on details provided by the Customer. The final price payable by the Customer will be calculated based on the estimate and any additional work undertaken or parts supplied and might be in excess of the estimated price.
3.2 Any estimate provided by the Company may be revised in the following circumstances:
3.2(i) If the Customer instructs the Company (whether in written or orally) to provide additional works or services not contained within the original estimate.
3.2(ii) If there is a material increase in the cost of materials to be supplied.
3.2(iii) If further works and services need to be carried out which had not been anticipated and were not covered by the original estimate.
3.2(iv) If there was a manifest error when the estimate was prepared.
3.3 The Customer will reimburse the Company for any and all expenses incurred by the Company following acceptance of an estimate (including labour, materials and equipment hire) should it be subsequently cancelled by the Customer.
4. Any prices or rates advised are subject to VAT at the prevailing rate.
4.1 All invoices are due for payment in full immediately upon completion of works/delivery to the Customer. If the work is covered by a policy of insurance the Customer remains liable to pay the Company the charges in full.
4.2 All appointments made for works to be carried out (including fixed price works and estimates) with the Company are done so with payment due immediately upon completion / delivery of invoice.
4.3 Where prior written agreement to defer payment beyond completion of the works has been arranged by the Customer with the Company full payment is due within 14 days of the completion of the works.
4.4 For any late payments by the Customer to the Company, whether in part or in full of any invoice rendered to the Customer, the outstanding sum will be subject to interest at the rate of 5% over the Bank of England base rate, compounded daily, until payment in full is received by the Company.
4.5 Interest will be compounded daily on any outstanding amounts. The total interest due will be calculated by adding the accrued interest to the principal balance each day and applying the interest rate to the new total. This will continue until full payment is received.
4.6 The Company will be under no obligation to provide or issue any guarantees, certificates or other similar documents to the Customer for the works undertaken, until and unless payment in full has been made by the Customer to the Company. All outstanding invoices must be paid in full prior to scheduling any additional work or appointments. We reserve the right to delay or cancel future bookings until payment has been received.
4.7
In the event that the Company initiates legal proceedings to recover unpaid debts, it may seek to recover reasonable legal costs, including solicitor fees and court fees, as part of the claim. However, any such costs will be subject to the court’s discretion and determination in accordance with applicable laws.
5.0
The Company will advise the Customer of the scheduled date and time for works to be carried out. While the Company will make reasonable efforts to attend at the agreed time, all appointment times are estimates only and provided in either a morning window (08:00–12:30) or afternoon window (12:30–16:30). The Company accepts no liability for delays, non-attendance, or the late/non-delivery of any equipment or materials.
If the Company is unable to attend within the scheduled time and the Customer cannot accommodate a revised time, no call-out charge will be applied. Likewise, if the Customer is not present at the agreed time without prior cancellation, standard cancellation terms may apply in accordance with clause 2.0.
6.0 The Company’s liability shall be limited to:
6.0(i) The repair or making good of any defect pursuant to its undertaking in paragraph 7 below.
6.0(ii) Liability for personal injury or death resulting from negligence in the course of carrying out the Companies’ duties.
6.0(iii) The reasonable costs of repair or reinstatement of damage or any loss to the Customer’s property caused by the negligence of the Company, its employees or subcontractors.
6.0(iv) The Company will not be responsible for damage suffered to a part of any property where the damage is wholly or partly a consequence of a defect or weakness in that property.
6.0(v)
The Company will not be responsible for any damage caused while investigating or carrying out plumbing, gas, or drainage work, including blockages. This includes, but is not limited to, the removal or disturbance of bathroom suites, panels, furniture, tiles, flooring (such as carpet, laminate, wood, etc.), and internal or external walls where pipework must be installed or rerouted, as well as any incidental damage resulting from such work.
It is the responsibility of the Customer to protect their possessions and property, including furniture, furnishings, fixtures, and fittings. If such items are left within the working area, it is the Customer’s responsibility to adequately cover or protect them.
7.0
Subject to the exclusions listed below, the Company will make good and repair any defect in completed work that arises from a breach of its obligations under the contract, provided the defect is reported in writing within 30 days of the completion and full payment of the work. This 30-day period is the Company’s standard timeframe for offering a goodwill repair service and does not affect the Customer’s statutory rights.
Customers retain the right to pursue claims for breach of contract for up to 6 years from the date of completion of the work, in accordance with applicable consumer protection legislation.
The Company and its insurers must be given the opportunity to inspect the work and any alleged defect before any corrective work is undertaken by the Customer or a third party. If, following inspection, the defect is found not to be the result of work or services provided by the Company, a charge for the inspection may be applied at the Company’s standard rate.
8.0(i)
Any parts or materials supplied by the Company will carry the manufacturer’s or supplier’s guarantee. The Company does not provide an additional warranty beyond this, unless otherwise stated in writing.
This does not affect the Customer’s statutory rights, including their right to pursue a claim for up to six years for defective goods or workmanship under relevant UK legislation.
8.0(ii)
The Company accepts no liability for any systems, equipment, or structures not installed by the Company.
8.0(iii)
The Company will not be liable for defects arising from misuse, accidental damage, or faulty work carried out by the Customer or any third party.
8.0(iv)
The Company excludes liability for structural issues such as (but not limited to) subsidence and its resulting effects.
8.0(v)
The Company accepts no liability for damage to drainage systems caused by external forces, including but not limited to root ingress, ground movement, or blockages due to customer misuse.
9.0(i) It is the Customer’s duty to ensure that suitable and appropriate permission, permits, licenses and all other consents from the owner/landlord/agent/organisation, and/or planning permission if necessary is obtained prior to any works being carried out by the Company. The Company will not be held responsible for any damage to the property (such as fixings, holes etc.) if such necessary consents have not been obtained, and in the event of equipment supplied or installed subsequently requiring removing or re-positioning, extra charges will be payable by the Customer to the Company at its standard rates.
9.0(ii) The Customer shall provide clear access to enable the Company to undertake the works, and will make all the necessary arrangements for the carrying out the works. If it is necessary to isolate the water supply for the works to be undertaken the Customer shall be required to identify a stop-cock so that the works can commence.
9.0(iii) It is the Customer’s responsibility to obtain any necessary permissions for the Company to proceed over property belonging to neighbours or third parties if this is required. The Customer shall indemnify the Company in all aspects in respect of any claim from neighbouring/third party properties arising out of the presence of the Company or its employees or representatives.
9.0(iv) Should it be necessary for the Company to pay to park near the site of the works, or if a parking permit is required, it is the Customer’s responsibility to pay for said parking and/or obtain the necessary permits. Should an employee of the Company have to abort an attendance due to lack of parking and/or permits the Company reserves the right to levy the minimum charge on the Customer.
9.1
The Company acknowledges its legal duty under the Health and Safety at Work Act 1974 to take reasonable steps to ensure the health and safety of its employees, customers, and others affected by its work.
While on the Customer’s premises, the Company and its representatives will take all reasonable precautions to maintain a safe working environment. The Customer is expected to cooperate and ensure there are no known safety hazards (such as aggressive pets, unsafe access, or hazardous materials) that could endanger the engineer or others during attendance.
9.2 Where applicable to drainage works and services, the Customer shall provide the Company, prior to the works if available, a plan of the drain layouts. If this is not available, the Company reserves the right to make additional charges at the applicable rate if additional work is required on drains not previously covered or identified by the Customer.
9.3 By instructing the Company to proceed with any works as agreed, it is presumed by the Company that the Customer has sought the necessary permission as set out above and that the Customer is entitled to undertake said work. The Customer will be liable to the Company for all loss and damage whether indirect, direct or consequential which has been suffered by the Company as a result of the failure or delay by the Customer in performing the obligations as detailed above.
9.4 If the Company and/or any of its employees are subject to physical and/or verbal abuse by the Customer or any third party whilst undertaking the works the Company retains the right to cease work and leave the site and, if necessary, to inform the Police of said acts.
Indemnity
10.0 The Customer shall indemnify the Company against any and all actions, claims, demands, suits, losses, costs, expenses and/or charges which the Company may suffer or incur in connection with a claim by a third party, resulting from a breach of the customers obligations, undertakings, representations and/or warranties in connection with this contract.
Force Majeure
11.0 The Company will use all reasonable efforts to carry out and complete the works within the agreed time frame, but shall not be liable to the Customer or any third party if the works are unable to start or be completed within said time frame due to events or circumstances beyond the Company’s control.
12.0
Any guarantee provided by the Company is for labour only, covering faulty workmanship for a period of 12 months from the date of completion. Parts, equipment, or components supplied by the Company will be covered by the relevant manufacturer’s or supplier’s warranty.
This guarantee is offered in addition to, and does not affect the Customer’s statutory rights, including the right to bring a claim for faulty work or breach of contract within 6 years (5 years in Scotland).
The Company’s guarantee will become void if the work or appliance supplied is:
Misused or neglected,
Repaired, tampered with, or modified by anyone not employed by the Company.
The Company accepts no liability for the suitability or performance of materials or equipment supplied by the Customer or third parties, and will not be responsible for any damage or defects arising from their use.
12.1 The Company is unable to guarantee any work in respect of blockages in waste and drainage systems, for example should said drains become blocked again.
12.2
The Company cannot guarantee any work carried out at the Customer’s specific instruction if that instruction is contrary to the advice or recommendations of the Company or its employees. However, this does not affect the Customer’s statutory rights in relation to such work.
12.3 The Company will only guarantee work directly undertaken by the Company and its employees.
12.4
The Company will not be liable for any damage or defect arising from work that is not fully guaranteed, including where recommended related work has been declined by the Customer after being notified verbally or in writing.
12.5
If any gas work is deemed unsafe during the visit, the Gas Safe engineer will follow the Gas Industry Unsafe Situations Procedure. While the engineer is responsible for taking immediate safety actions, the Customer must comply with any instructions given and ensure any necessary follow-up checks are carried out. The Customer shall be liable for hazardous situations related to Gas Safe regulations unless caused directly by the negligence of our Gas Safe operative.
12.6 All Gas Safe engineers operate under their own Gas Safe registration, and a such are solely responsible for any gas related work and subsequent liability.
13.0
In the event the Customer experiences a problem with the service provided by the Company, the Customer must put their complaint in writing to the Head Office at:
IGM Plumbing, Heating & Leak Detection Ltd (Company Registration Number: 14655480)
50 Masefield Road
Harpenden, Hertfordshire, AL5 4JR
(or by email to: ian@igm.me.uk)
Upon receipt of this complaint, the Company will endeavour to respond to the Customer within seven working days.
Nothing in these terms and conditions is intended to remove your statutory rights regarding the quality of our work, or relating to faulty or mis-described goods supplied as part of the Company’s service.
Contact Details:
IGM Plumbing, Heating & Leak Detection Ltd
50 Masefield Road
Harpenden
AL5 4JR
(T) 01582 831120
(T) 01727 224300
(M) 07749 202609
(E) ian@igm.me.uk
