Terms and Conditions

Heppelthwaite – The Red Van Plumbers

These Terms and Conditions apply to all work undertaken by Heppelthwaite – The Red Van Plumbers.

Our company policy does not affect a customer’s statutory rights under the Consumer Rights Act 2015.

1. Our Pricing and Offers

At Heppelthwaite – The Red Van Plumbers, we rely on repeat business and recommendations from satisfied customers. We therefore aim to charge correctly and fairly for all work undertaken.

Our pricing is regularly reviewed to ensure customers receive professional services at competitive rates.

We charge after the work is complete for standard services.

Customers may benefit from:

  • Standard hourly rate discounted pricing
  • Easy boiler payment options
  • Discounted pricing for key workers
  • Periodic special offers

All special offers are subject to specific terms and conditions.

View our pricing and offers page – https://www.redvanplumbers.co.uk/pricing-and-offers/.

2. Company Guarantees

Our business is built on our reputation as an honest and reputable company. Our repeat client base reflects the trust placed in our services.

All work undertaken includes:

  • A 30 day labour guarantee
  • A one year parts guarantee

Where applicable, manufacturer warranties will be passed on to the customer.

Manufacturer warranties generally cover the replacement of the faulty part or product only. Labour associated with diagnosing, removing or refitting parts is not included unless explicitly stated by the manufacturer or agreed in writing.

As accredited boiler installers, we are able to offer extended manufacturer’s warranty as can be discussed at quotation stage.

Any reported fault resulting from work undertaken by us, occurring within the guarantee period, will be treated as a priority and addressed at the customer’s earliest convenience.

We hold the following insurance cover:

  • £10,000,000 Public and Product Liability
  • £2,000,000 Professional Indemnity

If you have concerns or are not satisfied with work undertaken, please contact us. Matters will be reviewed by senior management as a priority.

3. General Policy of Pricing and Charges

Minimum charge and time increments

Minimum charge: 1 hour on any job. Thereafter, charges apply in 30 minute increments.

Within the first hour, we will either complete the work or advise if additional time is required.

Quotations and estimates

Where possible, we will provide a fixed price quotation if parts or additional time are required. If a fixed price is not possible, an estimated price will be provided.

No call out charge

There is no call out charge.

If less than one hour is used during a visit and a return visit is required, unused time from the first hour will roll onto the return visit.

Materials collection

Collection of materials on the day will be charged at a maximum of 30 minutes unless otherwise agreed.

All other charges are based on time spent at the property.

Invoices and VAT

An invoice will be posted or emailed once works are complete.

All charges exclude VAT at the current rate (20%). Pricing including VAT can be viewed by selecting the VAT inclusive option where displayed.

Discounts and diagnosis

Jobs exceeding one hour may have discounts applied.

Time spent diagnosing a fault forms part of the service and is chargeable.

Special offers and Saturday services

Any special offers are subject to terms and conditions.

Special Saturday services are subject to booking approval and are charged at full price with no discounts applied.

4. Fixed Price Guarantee

Where possible, we may offer a Fixed Price Guarantee following diagnosis of a fault.

Where this applies:

  • Pricing includes all labour and parts
  • There are no hidden extras
  • Costs will not increase if work takes longer than estimated
  • Priority service is provided
  • Part(s) include a manufacturer warranty where applicable
  • Work includes a 30 day workmanship guarantee

5. Payment Methods and Terms

For standard services, payment is requested after the work is complete.

A detailed invoice will be provided showing labour and parts used.

Engineers do not take payment on the day unless requested by the customer.

Payment must be made in full, on time, and without deduction, set off or counterclaim.

If an account remains outstanding, the matter may be referred to our debt collection agents, Daniels Silverman Limited. Any costs incurred in collecting the debt will be added to the outstanding balance, plus VAT at the prevailing rate.

You agree that you will be legally liable for these additional costs and that recovery may be enforced through the courts.

Accepted payment methods:

  • Cheque
  • BACS electronic payment
  • Cash
  • Credit card
  • Debit card

6. Privacy and Data Protection

Heppelthwaite – The Red Van Plumbers handle customer data in accordance with applicable data protection legislation.

Personal information provided to us will be used for the purpose of delivering our services, issuing invoices and maintaining customer records.

Full details of how we collect, use and store personal data can be found in our Privacy Policy.

7. Complaints

We are committed to providing a high standard of workmanship and customer service. However, if you are dissatisfied with any aspect of our service, we ask that you inform us as soon as possible so we can investigate and resolve the matter promptly.

All complaints and feedback are taken seriously. As a family run business, we aim to provide a fair and satisfactory solution and continually improve our service where possible.

How to Make a Complaint

Please contact our Customer Service Manager via the contact details below.

Alternatively, you may write to us at our registered office address or use our online complaints form, which goes directly to the managing director.

We will acknowledge your complaint within a reasonable timeframe and aim to resolve it as quickly as possible through our internal complaints procedure.

Alternative Dispute Resolution

If we are unable to resolve your complaint using our internal complaints procedure, we use the Dispute Resolution Ombudsman for independent dispute resolution. In the unlikely event that we cannot remedy your complaint to your satisfaction, you may refer the matter to them.

8. Statutory Rights

Nothing in these Terms and Conditions affects a customer’s statutory rights under applicable UK consumer protection law.

 

CONTACT US

If you require clarification on any part of these Terms and Conditions, please get in touch with us:

Heppelthwaite – Red Van Plumbers
Email: info@redvanplumbers.co.uk
Telephone: 01628 533 550

You can also write to us or visit us at our registered office address:

Unit 5, Jacksons Industrial Estate,
Wessex Rd,
Bourne End,
High Wycombe,
Bucks, SL8 5DT