Terms & Conditions

Agreement to Terms

These Terms and Conditions ("Terms") constitute a legally binding agreement between you ("Customer", "you", or "your") and Rosebourne Plumbing ("we", "us", or "our") for plumbing services provided across Hampshire, Wiltshire, and Berkshire.

By booking, requesting, or accepting our services, you acknowledge that you have read, understood, and agree to be bound by these Terms. If you do not agree with these Terms, please do not use our services.

These Terms apply to all services provided by Rosebourne Plumbing, including but not limited to installations, repairs, maintenance, emergency call-outs, and consultations.

Service Area

Our services are available in the following regions:

• Hampshire: Including Andover, Winchester, and surrounding areas
• Wiltshire: Including Marlborough, Swindon, and surrounding areas
• Berkshire: Including Hungerford, Newbury, and surrounding areas

We reserve the right to decline service requests outside our designated service area or to apply additional travel charges for locations beyond our standard coverage zones. Please contact us to confirm service availability for your location.

Services Provided

Rosebourne Plumbing provides the following services:

Booking and Appointments

Standard Appointments

• Bookings can be made via phone (01264 502027), our website contact form, or ServiceM8 booking system
• We will confirm your appointment date and time within 24 hours of booking
• We aim to provide accurate arrival time windows and will notify you if delays occur
• You must provide accurate property details and a full description of the work required

Emergency Call-Outs

• Emergency services are available outside normal business hours via WhatsApp (07786 430391)
• Emergency call-out minimum charge: £285 (includes first hour of labour)
• Payment required before call-out to ensure commitment and reflect the true cost of interrupting scheduled work
• Emergency services are prioritized based on urgency and availability

Cancellations and Rescheduling

• Standard appointments can be cancelled or rescheduled with at least 24 hours' notice
• Cancellations with less than 24 hours' notice may incur a cancellation fee
• We reserve the right to cancel or reschedule appointments due to unforeseen circumstances

Pricing and Payment

Service Pricing

• Standard Services Minimum: £125 for regular scheduled appointments
• Emergency Services Minimum: £285 for out-of-hours emergency call-outs
• All prices quoted include VAT unless otherwise stated
• Quotes provided are estimates based on information given and may change if additional work is required
• We will notify you of any price changes before proceeding with additional work

Payment Terms

• Payment is due upon completion of work unless alternative arrangements have been agreed in writing
• We accept cash, bank transfer, and card payments (via ServiceM8)
• For larger projects, we may require a deposit (typically 30-50%) before commencing work
• Invoices for account customers are payable within 14 days unless otherwise agreed
• Late payment may incur interest charges at 8% above Bank of England base rate

Additional Costs

• Materials and parts are charged separately unless included in a fixed-price quote
• Specialist equipment hire or subcontractor costs will be passed on at cost plus reasonable margin
• Travel charges may apply for locations beyond our standard service area
• Parking fees, congestion charges, or access permits will be added to the final invoice where applicable

Warranties and Guarantees

Workmanship Guarantee

We guarantee our workmanship for a period of 12 months from the date of completion. If any defects arise due to our workmanship within this period, we will rectify them free of charge.

Parts and Materials Warranty

Parts and materials are covered by the manufacturer's warranty. We will assist with warranty claims but cannot be held responsible for manufacturer defects beyond our control.

Guarantee Exclusions

Our guarantee does not cover:

• Damage caused by misuse, neglect, or third-party interference
• Normal wear and tear
• Work carried out by other contractors after our installation
• Failures due to freezing, power cuts, or other external factors beyond our control
• Routine maintenance and servicing requirements

Customer Responsibilities

As a customer, you agree to:

• Provide accurate information about the property and the work required
• Ensure safe and reasonable access to the work area
• Remove or protect valuable items and furnishings in the work area
• Ensure pets are secured away from the work area
• Provide access to water and electricity supplies where required
• Notify us immediately if you discover any issues with completed work
• Make payment according to the agreed terms
• Obtain any necessary permissions (e.g., landlord consent, listed building consent) before work begins

Liability and Insurance

Our Liability

Rosebourne Plumbing carries Public Liability Insurance and Professional Indemnity Insurance. We accept liability for damage or injury caused directly by our negligence in the performance of our services.

Limitation of Liability

To the fullest extent permitted by law:

• Our liability is limited to the value of the services provided or £2 million, whichever is lower
• We are not liable for consequential losses (e.g., loss of business, profits, or data)
• We are not liable for pre-existing defects or problems not caused by our work
• We are not liable for delays caused by factors beyond our reasonable control

Your Insurance

We recommend you maintain appropriate home insurance coverage. Some work may require notification to your insurance provider (e.g., major bathroom or kitchen installations).

Intellectual Property

All content on our website, including text, images, logos, designs, and documentation, is the property of Rosebourne Plumbing and protected by copyright laws.

You may not reproduce, distribute, or use our content without prior written permission. We grant you a limited license to view and use our website for personal, non-commercial purposes only.

Photography and Marketing

We may request permission to photograph completed work for marketing purposes (website, social media, portfolio). Your consent will be obtained before any photographs are taken or published.

We may also request reviews and testimonials following service completion. You are under no obligation to provide these, and we will not use your feedback without your consent.

Data Protection

We are committed to protecting your personal data in accordance with UK GDPR and the Data Protection Act 2018. We collect, use, and store your data only as necessary to provide our services.

For full details on how we handle your data, please see our Privacy Policy.

Dispute Resolution

Complaints Procedure

If you have a complaint about our services, please contact us as soon as possible:

• By phone: 01264 502027
• By email: will@rosebourneplumbing.co.uk

We will acknowledge your complaint within 2 working days and aim to resolve it within 14 days.

Alternative Dispute Resolution

If we cannot resolve your complaint to your satisfaction, you may refer the matter to:

• Citizens Advice Consumer Service for advice
• An appropriate trade association or ombudsman scheme if applicable
• Small claims court for claims under £10,000

Force Majeure

We are not liable for failure to perform our obligations due to circumstances beyond our reasonable control, including:

• Natural disasters, severe weather, flooding, or other acts of God
• Pandemics, epidemics, or public health emergencies
• War, terrorism, civil unrest, or government restrictions
• Strikes, labour disputes, or supplier failures
• Utility failures (power, water, telecommunications)

Changes to These Terms

We reserve the right to update these Terms and Conditions at any time. Changes will be posted on this page with an updated "Last Updated" date.

Continued use of our services after changes are posted constitutes your acceptance of the revised Terms. For work already agreed before changes, the Terms in effect at the time of booking will apply.

Governing Law and Jurisdiction

These Terms and Conditions are governed by the laws of England and Wales. Any disputes arising from these Terms or our services will be subject to the exclusive jurisdiction of the courts of England and Wales.

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.