Terms and Conditions

Last updated: 17/05/2026

Welcome to Epsom Heating and Plumbing.

These Terms and Conditions govern your use of our website and any services provided by Epsom Heating and Plumbing. By using our website, contacting us, requesting a quote, booking a service, or instructing us to carry out work, you agree to these Terms and Conditions.

If you do not agree with these Terms, you should not use our website or services.

1. About us

This website is operated by Epsom Heating and Plumbing.

Website: www.epsomheatingandplumbing.co.uk
Email: info@epsomheatingandplumbing.co.uk
Address: 81 Burgh Heath Road, Epsom, KT17 4NN

In these Terms, “we”, “us” and “our” refer to Epsom Heating and Plumbing. “You” and “your” refer to the person, customer, business, landlord, tenant, managing agent or organisation using our website or services.

2. Our services

Epsom Heating and Plumbing provides plumbing, heating, boiler, bathroom, kitchen and drainage services.

Our services may include:

Plumbing repairs and installations;
Heating repairs and maintenance;
Boiler servicing, repairs and replacement;
Bathroom installations and refurbishments;
Kitchen plumbing and installation work;
Drainage inspections, unblocking and repairs;
Emergency call-outs;
General maintenance, fault finding and related services.

The exact services we provide to you will be set out in a quote, estimate, booking confirmation, invoice, written agreement, email, text message or other written communication between us.

3. Use of our website

You agree to use our website only for lawful purposes.

You must not:

Use our website in any way that breaches applicable laws or regulations;
Attempt to gain unauthorised access to our website, servers, systems or data;
Introduce viruses, malware, harmful code or other malicious technology;
Copy, scrape, reproduce or misuse website content without permission;
Use our website to send spam, fraudulent enquiries or misleading information;
Interfere with the security, availability or performance of the website.

We may suspend, restrict or block access to our website if we believe you have breached these Terms.

4. Quotes, estimates and bookings

Any quote or estimate we provide is based on the information available at the time.

Unless stated otherwise, quotes and estimates are valid for 30 days from the date of issue.

A booking or contract for services may be formed when:

You accept our quote or estimate;
You ask us to attend a property or carry out work;
You book a service by phone, email, text message, website form or other method;
You pay a deposit or make payment for services;
We confirm that we have agreed to provide services to you.

We may refuse or cancel a booking at our discretion, including where we believe the work is unsafe, unlawful, unsuitable, outside our expertise, or where access, payment or required information has not been provided.

5. Fees and payment

Our fees will be set out in the relevant quote, estimate, invoice, booking confirmation or written agreement.

Unless otherwise agreed in writing:

Fees are payable in pounds sterling;
Payment is due on completion of the work or on receipt of invoice;
We may require a deposit, call-out fee or upfront payment before attending or starting work;
Materials, parts, specialist equipment, parking, congestion charges, permits or third-party costs may be charged in addition to labour;
All fees are exclusive of VAT unless stated otherwise.

If you fail to pay an invoice on time, we may:

Pause or suspend further services;
Withhold reports, certificates, documents or further attendance where lawful to do so;
Charge interest and recovery costs where permitted by law;
Take steps to recover the debt;
Cancel future bookings.

You remain responsible for all third-party costs that you approve, including parts, materials, subcontractor costs, specialist equipment, inspection fees, permit fees or authority charges.

6. Customer responsibilities

To allow us to provide the services, you agree to:

Provide accurate, complete and timely information;
Give us safe and reasonable access to the property, work area, appliances, pipework, drains, stopcocks, meters or relevant systems;
Ensure that you have authority to instruct us to carry out the work;
Obtain any required consent from landlords, tenants, neighbours, managing agents, insurers, local authorities, water companies or other relevant parties;
Tell us about any known risks, defects, previous works, access issues, asbestos, hazardous materials, vulnerable occupants, pets or safety concerns;
Ensure the work area is reasonably clear and accessible;
Review and approve quotes, estimates, reports, recommendations or proposed works before instructing us to proceed;
Make payment when due.

We are not responsible for delays, additional costs, access issues, missed appointments or inability to complete work caused by your failure to provide information, approvals, access, permissions or a safe working environment.

7. Service performance and results

We will carry out our services with reasonable care and skill.

You acknowledge that plumbing, heating, boiler, bathroom, kitchen and drainage issues can vary and may be affected by matters outside our control, including the age, layout and condition of pipework, appliances, drainage systems, fixtures, fittings, hidden or pre-existing defects, ground movement, tree root intrusion, collapsed drains, recurring blockages, previous repairs, third-party works, weather conditions, access restrictions and the accuracy of information provided to us.

While we will take reasonable steps to identify and resolve issues, we do not guarantee:

That specific faults will be identified before an inspection, survey or investigation has been completed;
That a blockage, leak, fault, odour, heating issue or appliance issue will not return after work has been completed;
That plumbing, heating, boiler, drainage or installed systems will remain free from future faults, leaks, odours, damage or blockages;
That all defects will be visible or identifiable without further investigation, specialist equipment, dismantling, excavation, CCTV survey or additional works;
That third-party systems, shared drainage systems, public sewers, utility infrastructure or works requiring approval from a relevant authority will be repaired, approved or completed within any particular timeframe;
That our work will be uninterrupted, free from delay, or unaffected by issues outside our reasonable control.

Any advice, findings, recommendations, estimates or timescales we provide are based on the information available at the time. Unless expressly confirmed in writing, they are provided for guidance only and are not guaranteed outcomes.

8. Third-party services, authorities and external providers

Where our services involve or depend on third parties, such as water companies, gas suppliers, electricity suppliers, local authorities, insurers, landlords, managing agents, manufacturers, warranty providers, surveyors, contractors, equipment suppliers or specialist service providers, their own terms, requirements, timescales and decisions may apply.

You are responsible for:

Maintaining any necessary permissions, access rights or approvals for us to carry out the work;
Obtaining consent from landlords, neighbours, managing agents, insurers or other relevant parties where required;
Paying any third-party charges, permit fees, inspection fees, call-out charges or authority fees unless otherwise agreed in writing;
Complying with any requirements set by water companies, utility providers, local authorities, insurers, manufacturers, warranty providers or other relevant third parties;
Ensuring that information provided about ownership, boundaries, shared drains, public sewers, warranties, guarantees, access and previous works is accurate and complete.

We are not responsible for any delay, refusal, restriction, additional cost, decision, approval requirement, access issue, service interruption, warranty decision, policy change or work carried out by a third party, manufacturer, water company, utility provider, local authority, insurer or other external provider.

9. Information, access and approvals

We may prepare or assist with service records, inspection findings, quotes, estimates, recommendations, photographs, videos, drainage survey findings, certificates, invoices or other documents relating to the services we provide.

Unless otherwise agreed, you are responsible for reviewing any quotes, estimates, reports, certificates, recommendations or proposed works before instructing us to proceed. Approval may be given by email, text message, telephone, signed document, verbal instruction, payment of a deposit, or any other agreed method.

You are responsible for ensuring that any information you provide to us is accurate, complete and not misleading. This may include details about the property, plumbing issue, heating issue, boiler fault, drainage issue, access arrangements, previous works, ownership, permissions, shared systems, public sewers, warranties or known defects.

Where you approve works, reports, recommendations, quotations or estimates, we will rely on that approval when carrying out the services.

We are not responsible for delays, additional costs, errors, access issues or legal issues caused by inaccurate, incomplete or misleading information provided by you or by approvals given without proper review.

10. Intellectual property

All intellectual property rights in our website, branding, logos, text, images, graphics, documents, content and other materials belong to us or our licensors unless otherwise stated.

You may view and use our website for your own personal or internal business purposes, but you must not copy, reproduce, modify, distribute, sell or exploit any part of it without our written permission.

Where we provide reports, photographs, inspection findings, drainage CCTV footage, plans, recommendations, quotations, certificates or other documents, these are prepared for the purpose agreed with you.

Unless otherwise agreed in writing:

You may use final reports, quotations, photographs, survey results, certificates and recommendations provided to you for your own personal or business purposes;
We retain ownership of our pre-existing materials, methods, know-how, templates, processes, tools, documents and reporting formats;
Any documents, images, videos or materials supplied by you remain your property;
We may retain copies of reports, images, videos, job records and related materials for our business, legal, insurance, training and record-keeping purposes;
We may use photographs, videos or examples of completed work for our portfolio, website, social media, training or marketing materials, provided we do not intentionally disclose personal information, confidential information or your property address without your permission.

You must not alter, misrepresent, resell or commercially exploit our reports, images, footage, recommendations or other materials without our prior written consent.

11. Confidentiality

Each party agrees to keep confidential any non-public information received from the other party during the course of the relationship.

Confidential information must not be disclosed to any third party except:

Where required to provide the services;
With the other party’s consent;
To professional advisers;
To insurers, landlords, managing agents, utility providers, manufacturers, warranty providers, local authorities or regulators where reasonably necessary;
Where required by law, regulation or court order.

This clause does not apply to information that is already public, independently developed, or lawfully received from another source.

12. Data protection

We will handle personal data in accordance with applicable UK data protection laws.

Our use of personal data collected through the website, enquiries, bookings and customer communications is explained in our Privacy Policy.

You are responsible for ensuring that any personal data, tenant details, landlord details, property information, access details, service records, photographs, videos, insurance information or third-party contact details you provide to us have been collected and shared lawfully.

13. Website information

The content on our website is provided for general information only. It is not professional, legal, financial or safety advice.

We try to keep website information accurate and up to date, but we do not guarantee that it will always be complete, accurate, current or available.

You should not rely solely on website information for diagnosing plumbing, heating, boiler, bathroom, kitchen or drainage issues. Professional inspection may be required.

We may update, change or remove website content at any time.

14. Links to other websites

Our website may contain links to third-party websites or services.

These links are provided for convenience only. We do not control and are not responsible for third-party websites, content, policies, security or practices.

You access third-party websites at your own risk.

15. Limitation of liability

Nothing in these Terms limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be limited or excluded.

Subject to that, we will not be liable for:

Loss of profits, revenue, business, contracts or opportunities;
Loss of goodwill or reputation;
Loss, damage or disruption caused by pre-existing defects, hidden issues, poor installation, previous repairs, misuse, wear and tear, lack of maintenance or third-party works;
Loss, damage or disruption caused by public sewers, shared drains, neighbouring properties, water companies, utility providers, local authorities, insurers, landlords, managing agents, manufacturers or other third parties;
Damage caused by inaccurate, incomplete or misleading information provided to us;
Additional costs, delays or disruption caused by lack of access, permissions, approvals, authority consent or a safe working environment;
Indirect, special or consequential loss;
Delays or failures caused by events outside our reasonable control.

Our total liability to you for any claim relating to our services will be limited to the total fees paid by you to us for the services giving rise to the claim, unless otherwise agreed in writing.

Nothing in these Terms affects your statutory rights where you are dealing with us as a consumer.

16. Cancellation and termination

You may cancel or rearrange a booking by contacting us as soon as possible.

We may charge a cancellation fee, call-out fee or reasonable costs where:

You cancel at short notice;
We have already travelled to or attended the property;
Parts, materials or specialist equipment have already been ordered;
Subcontractors or third parties have already been booked;
Work has already started;
Access is not available at the agreed appointment time.

For larger projects, installations, bathroom works, kitchen works, boiler replacements, drainage repairs or scheduled works, cancellation terms may be set out in the relevant quote, estimate, invoice or written agreement.

We may cancel or suspend services immediately if:

You fail to pay an invoice on time;
You breach these Terms or any agreement between us;
You fail to provide required information, approvals, permissions or access;
The work area is unsafe or unsuitable;
You act abusively, unlawfully or dishonestly;
Continuing the work may put people, property or our business at risk.
On cancellation or termination:
You must pay all outstanding invoices;
You must pay for work completed up to the cancellation or termination date;
You must pay for reasonable costs already incurred, including materials, parts, equipment, travel or third-party costs;
We may retain reports, certificates, documents or materials until payment is made where lawful to do so.

17. Refunds

Unless otherwise agreed in writing, fees paid for completed work, call-outs, inspections, diagnostics, boiler servicing, repairs, drainage works, reports, emergency attendance or scheduled services are non-refundable.

If we agree to refund any amount, this will be assessed on a case-by-case basis and may be reduced to reflect work already completed, time spent, labour, materials, equipment used, travel, third-party costs, costs incurred and commitments made.

Where a fault, blockage, leak, heating issue or further problem returns or is identified after our work has been completed, this does not automatically entitle you to a refund, particularly where the issue is caused by pre-existing defects, wear and tear, misuse, lack of maintenance, collapsed pipework, tree roots, faulty appliances, third-party works, shared systems, public infrastructure or matters outside our control.

This does not affect any legal rights you may have.

18. Consumer rights

If you are dealing with us as a consumer, you may have additional legal rights, including cancellation rights in certain circumstances.

Nothing in these Terms affects your statutory rights.

Where consumer cancellation rights apply and you ask us to start services during the cancellation period, you may be required to pay for services provided before cancellation.

Where emergency repairs or urgent maintenance are requested, you may lose cancellation rights once the work has been fully completed, where permitted by law.

19. Force majeure

We will not be liable for any delay or failure to perform our obligations where that delay or failure is caused by events outside our reasonable control.

This may include severe weather, flooding, storms, road closures, traffic delays, vehicle breakdowns, equipment failure, illness, staff shortages, strikes, supply issues, utility failures, restricted access, safety risks, changes to laws or regulations, natural disasters, war, terrorism, government action, or delays caused by water companies, utility providers, local authorities, insurers, landlords, managing agents, manufacturers or other third parties.

20. Changes to these Terms

We may update these Terms from time to time.

The latest version will be posted on our website with the updated date. Your continued use of our website or services after changes are posted means you accept the updated Terms.

For existing agreed works, material changes will not usually apply retrospectively unless agreed in writing.

21. Governing law and jurisdiction

These Terms and any dispute or claim relating to them shall be governed by the laws of England and Wales.

The courts of England and Wales shall have exclusive jurisdiction, except where applicable law gives you the right to bring proceedings elsewhere.

22. Contact us

If you have any questions about these Terms and Conditions, please contact us:

Epsom Heating and Plumbing
Website: www.epsomheatingandplumbing.co.uk
Email: info@epsomheatingandplumbing.co.uk
Address: 81 Burgh Heath Road, Epsom, KT17 4NN