HIU Plumbing Repairs – Terms & Conditions

​

​

BACKGROUND
These Terms and Conditions are the standard terms for the provision of services by HIU Plumbing Repairs, whose registered address is 160 Paulet Road, Camberwell, London, SE5 9JF.

​

1. Definitions and Interpretation

1.1 In these Terms:
“Business Day” means any day other than a Saturday, Sunday, or bank holiday in England.
“Calendar Day” means any day of the year.
“Contract” means the legally binding agreement formed when we issue an Order Confirmation accepting your Order.
“Deposit” means the advance payment required under Clause 2.6.
“Emergency Services” means Services requested for immediate or same-day attendance to prevent damage to property, risk to health, or loss of essential services (including but not limited to water or heating).
“Order” means your request or booking for Services.
“Order Confirmation” means our written confirmation accepting your Order.
“Price” means the total amount payable for the Services.
“Services” means the plumbing, heating, HIU repair, diagnostic, maintenance, call-out, or related works provided by us and confirmed in writing.
“Special Price” means any discounted or promotional rate offered by us from time to time.

 

1.2 References to “writing” or “written” include email and SMS.

 

1.3 Clause headings are for convenience only and do not affect interpretation.

 

2. Pricing & Payment

 

2.1 Initial Appointment Fee
An Initial Appointment Fee of £180.00 (excluding VAT) is payable for attendance by one of our engineers. This fee includes up to two (2) hours of labour to investigate and carry out repairs.

 

2.2 Additional Labour
Labour required beyond the initial two hours will be charged at £95.00 per hour (excluding VAT). No additional labour will be undertaken without prior quotation and customer approval.

 

2.3 Parts and Materials
The Initial Appointment Fee does not include the cost of parts or materials.
All required parts will be quoted separately and must be approved prior to installation.
Where parts are specially ordered, full or partial prepayment may be required.

2.4 VAT
All prices are exclusive of VAT unless expressly stated otherwise and shall be subject to VAT at the prevailing rate.

2.5 Additional Costs
We reserve the right to charge for reasonably incurred additional costs including (but not limited to):

• Parking charges

• Congestion charges

• Toll charges

• Specialist access equipment

• Special-order items

• Supplier restocking fees

​

2.6 Deposit
A Deposit equal to the Initial Appointment Fee (£180.00 excluding VAT) is required to secure your booking.
We reserve the right to request additional deposits for larger works or special-order materials.

2.7 Balance Payment
All remaining sums are due immediately upon completion of the Services.
We reserve the right to require payment by card or cash before our engineer departs the property.

2.8 Payment Methods
We accept Bank Transfer, Cash, Direct Debit, and UK Card Payments.

2.9 Late Payments
If payment is not received when due, we reserve the right to charge statutory interest at 8% per annum above the Bank of England base rate, calculated daily from the due date until payment is made in full.
We may also recover any reasonable debt recovery costs incurred.

2.10 Emergency Services
Emergency Services are charged at a premium rate, which will be confirmed at the time of booking.
Once an engineer has been dispatched for Emergency Services, the Initial Appointment Fee is non-refundable.

​

3. Orders & Booking

3.1 All Orders are subject to these Terms.

3.2 Amendments
Orders may be amended with at least 72 hours’ written notice.
Amendments made with less than 72 hours’ notice may incur charges up to the full Initial Appointment Fee where we have incurred loss of time, allocated resources, or ordered materials.

3.3 Appointment Slots
AM: 09:00 – 13:00
PM: 13:00 – 17:00
Arrival may occur at any time within the allocated slot due to traffic conditions or prior appointments.

3.4 No Access
If access is not granted within 15 minutes of arrival, the appointment will be treated as a no-access visit and charged in accordance with Clause 4.2.

​

4. Access, Parking & Site Requirements

4.1 Customer Obligations
You must provide safe, clear, and uninterrupted access to the Property and the work area for the duration of the appointment. This includes access to electricity, water, and any welfare facilities reasonably required for the provision of the Services.
You must ensure that suitable, lawful parking is available within reasonable proximity of the Property for the duration of the appointment. Where parking is subject to permit, controlled parking zone (CPZ), private estate restrictions, or similar controls, you must ensure that valid visitor permits, parking vouchers, permissions, or prior arrangements are in place before the scheduled arrival time.

4.2 Parking Requirements
Suitable parking means a legal, safe, and reasonably accessible space that allows our engineer to park and unload tools and materials without contravening parking restrictions or risking penalty charges.
We are not required to park unlawfully, incur penalty charges, park at an unreasonable distance, or leave tools or equipment unattended in a manner that may create risk or delay.
Any parking charges, congestion charges, toll charges, or similar costs reasonably incurred in attending the appointment may be added to the Price in accordance with Clause 2.5.

4.3 No Access or Attendance Failure
If access to the Property is denied, restricted, unsafe, unavailable, or materially delayed for reasons beyond our control, the appointment will be treated as a no-access visit.
Failure to provide suitable lawful parking in accordance with Clause 4.1 shall constitute a no-access visit.
Where a visit is treated as no-access, we reserve the right to charge the full Initial Appointment Fee.

4.4 Examples of Access Failure
Examples include (without limitation):

• No response at the Property

• Incorrect address details provided

• Keys, entry codes, fobs, or permits unavailable

• Tenant, occupier, or managing agent non-attendance

• Unsafe or obstructed working conditions

• Failure to provide required parking permits or visitor vouchers

• No suitable lawful parking available within reasonable proximity

4.5 Delays Caused by Access Issues
Where access or parking issues cause delay but the Services can still proceed, additional time spent may be chargeable at the applicable hourly rate.

4.6 Aborted Attendance
If our engineer is unable to lawfully or safely park and no immediate solution is provided within 15 minutes of arrival, we reserve the right to abort attendance and treat the visit as a no-access appointment.

​

5. Provision of Services

5.1 We will carry out the Services with reasonable skill and care in accordance with industry standards.

5.2 Works will commence on the agreed date and continue until completion, subject to factors beyond our reasonable control.

5.3 Estimated completion times are not guaranteed.

5.4 We are not responsible for pre-existing faults, hidden defects, system design issues, or structural defects discovered during the course of the Services.

5.5 Cleanliness
We will leave the immediate work area in a tidy condition.
Reinstatement of decorations, flooring, or specialist finishes will be limited to basic making good unless otherwise agreed in writing.

​

6. Cancellations, Refunds & Cooling-Off

6.1 Cancellation Before Work Starts
72+ hours’ notice: Deposit refunded minus reasonable administrative costs (up to 10%).
Less than 72 hours’ notice: We may retain up to the full Initial Appointment Fee.

6.2 Cancellation After Work Has Started
You remain liable for:

• All work completed

• All materials supplied or ordered

• Any unavoidable costs incurred

6.3 Our Right to Cancel
We may cancel due to staff unavailability, supply shortages, or events beyond our control. Any Deposit paid will be refunded in full.

6.4 Cooling-Off Period (Distance Contracts)
If the Contract is formed online or by phone, you have a statutory 14-day cancellation right unless you request that Services begin within that period.
If you request early commencement, you agree:
To pay for Services provided up to cancellation; and
That your right to cancel will be lost once Services are fully performed.

6.5 Emergency Exception
The 14-day cooling-off period does not apply to urgent repair or maintenance work specifically requested by you.

6.6 Refund Processing
Approved refunds will be processed within 5–10 Business Days.

6.7 Emergency Dispatch
Once an engineer is dispatched for Emergency Services, the Initial Appointment Fee is payable even if cancellation occurs before arrival.

​

7. Problems with Services

7.1 Complaints must be notified in writing as soon as reasonably possible.

7.2 Where a defect arises due to our workmanship, we will rectify it at no charge.

7.3 Where issues arise due to incorrect information, third-party interference, site conditions, or customer-supplied materials, additional charges may apply.

7.4 Manufacturer warranties apply to supplied parts (typically 12 months unless otherwise specified). No warranty applies to customer-supplied parts.

​

8. Liability

8.1 We are liable for foreseeable loss caused by our negligence or breach of Contract.

8.2 We are not liable for:

• Loss of profit or business

• Indirect or consequential loss

• Pre-existing defects

​

8.3 Nothing in these Terms excludes liability for death, personal injury, fraud, or statutory consumer rights.

​

9. Force Majeure

We are not liable for delay or failure caused by events beyond our reasonable control, including extreme weather, strikes, supply chain disruption, or transport failure.
If such events continue for more than four (4) weeks, either party may terminate the Contract without penalty for Services not yet performed.

​

10. Ownership of Materials

All materials remain our property until paid for in full.
We reserve the right to enter the property at reasonable times to recover unpaid goods.

​

11. Communication

Phone: 020 8058 9859
Email: info@hiuplumbingrepairs.com
Written notices must be sent by email or other written means.

​

12. Complaints & Feedback

We aim to resolve complaints fairly and promptly.
Complaints may be submitted using the contact details above.

​

13. Data Protection

We process personal data in accordance with the Data Protection Act 2018 and applicable UK data protection legislation.

 

14. General

We may transfer our rights and obligations under this Contract.
You may not assign your rights without our written consent.
If any provision is unenforceable, the remainder shall remain valid.
Failure to enforce a right does not constitute a waiver.

​

15. Governing Law & Jurisdiction

These Terms are governed by the laws of England and Wales.
Consumers may rely on any mandatory protections applicable in their country of residence.
Disputes shall be subject to the courts of the United Kingdom as appropriate to the customer’s residency.