Albo Plumbing & Heating Ltd
1. Scope of Work
All works will be carried out in accordance with the agreed quotation, written estimate, or confirmed booking. Any additional works required outside the original scope will be discussed and approved by the customer before proceeding.
Where unforeseen issues arise after work has started, work may pause until the revised scope and price have been agreed.
2. Pricing & Quotations
Quotations are valid for 30 days unless otherwise stated. Prices include labour and materials unless clearly stated on the quotation.
Some services are charged on a time-based hourly rate depending on the nature of the work. Any additional works or unforeseen circumstances discovered during the project will be discussed and agreed before further work continues.
3. Deposits & Payments
Deposits may be required for certain works, particularly larger projects such as boiler installations or full-day bookings.
Final payment is due upon satisfactory completion of the work unless otherwise agreed in writing.
Accepted payment methods include:
- Cash
- Cheque
- Debit card / Credit card
- BACS
- Finance (up to 24 months on selected works)
If a credit card is used towards a deposit over £500, protection may apply under Section 75 of the Consumer Credit Act 1974. If no credit card is used, this protection will not apply.
For commercial work, late payments may be subject to statutory interest and recovery costs under the Late Payment of Commercial Debts (Interest) Act 1998.
For domestic work, late payment interest is to be charged at no more than 3% per annum above the Bank of England base rate.
4. Cancellations & Access
A minimum of 48 hours’ notice is required for cancellations for small jobs and 72 hours’ notice for full-day bookings.
If a booking is cancelled within this notice period, or if access is not available at the scheduled appointment time:
- A £50 charge may apply for standard bookings
- Full-day bookings may incur a £480 charge where labour time has been reserved.
5. Parking & Site Access
Customers must ensure suitable and legal parking is available for the engineer while attending the property.
Where parking permits, visitor permits, or paid parking are required, these must be arranged in advance.
Any parking charges, congestion charges, tunnel or bridge tolls incurred while attending the property will be chargeable to the customer.
If access to the property or work area is restricted or unsafe, work may be postponed until access can be safely provided.
6. Workmanship Guarantee
All plumbing connections are covered by a 12-month workmanship guarantee.
Blockage clearance work includes a 14-day guarantee where pipework is fully accessible.
Parts, boilers, and appliances supplied are covered by the manufacturer’s warranty only.
Customer-supplied parts are not covered under our workmanship guarantee.
7. Existing System Disclaimer
Where work is carried out on existing plumbing, heating, or drainage systems, Albo Plumbing & Heating Ltd cannot be held responsible for faults arising from pre-existing system conditions, including:
- corrosion
- sludge build-up
- ageing pipework
- failing valves or fittings
- hidden defects
Installing new components may place additional demand on older systems and may reveal existing weaknesses that were not visible at the time of inspection.
Any repairs required as a result will be discussed and quoted separately.
8. Drainage & Specialist Equipment
Drainage blockages may require the use of specialist equipment, including:
- high-pressure water jetting machines
- mechanical rodding equipment
- CCTV drain inspection cameras
These tools are standard industry methods used to diagnose and clear drainage issues.
However, clearing blockages may reveal pre-existing faults such as:
- collapsed pipework
- root ingress
- displaced joints
- structural defects within the drainage system
Albo Plumbing & Heating Ltd cannot be held responsible for faults caused by existing drainage defects or ageing underground pipework that become apparent during the clearance or inspection process.
9. Materials & Additional Works
Where materials, replacement parts, or repairs are required beyond the agreed quotation, these will be discussed and approved before proceeding.
Materials ordered specifically for a project may be subject to supplier restocking charges if the project is cancelled after materials have been purchased.
10. Gas Safety & Compliance
All works are carried out in accordance with:
- Gas Safe regulations
- Building Regulations
- Manufacturer installation instructions
Relevant certificates and documentation will be provided where required.
11. Refunds & Rectification
If any workmanship is found to be faulty within the guarantee period, we will rectify the issue within a reasonable time.
Refunds may be considered where rectification is not possible.
12. Consumer Rights
Nothing in these Terms & Conditions affects your statutory rights under the Consumer Rights Act 2015 or other applicable consumer protection legislation.
13. Complaints & Dispute Resolution
The business always endeavours to provide the best service. However, on rare occasions there may be times where a customer may not be completely satisfied.
To ensure the business can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards the business aims to achieve.
Please contact the business straight away with any concerns either by phone, email or write to us. If writing, get proof of posting.
Business Complaint Procedure
On receipt of your complaint the business aims to respond within 5 days.
The business will arrange a convenient date to come and view and/or remedy the situation within 28 days.
In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service. Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.
The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement. If you choose to, you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.
