Terms and Conditions

Pompey Plumb Ltd Terms

These terms explain how Pompey Plumb Ltd handles appointments, pricing, payment, cancellations, materials, customer-supplied parts, guarantees, complaints and related service matters. They are intended to be read alongside the published plumber prices page and any written estimate, quotation, invoice or message confirming the agreed work.

Pompey Plumb Ltd mainly provides domestic plumbing services, including general plumbing, emergency plumbing, leak repairs, bathroom plumbing, toilet repairs, hot water cylinder plumbing, water pressure problems and smaller installations. Some commercial, landlord, letting-agent, insurance-related or subcontracted work may also be undertaken where agreed.

Nothing in these terms is intended to remove a customer's statutory rights or exclude liability that cannot legally be excluded. Pompey Plumb Ltd will carry out services with reasonable care and skill.

Appointments and Pricing

Hourly rates, booking fees and call-out charges

Unless a fixed quotation has been agreed, work is charged using the applicable hourly rate, booking fee, call-out charge, travel time, appointment time and materials. Published rates are shown on the plumber prices page.

Booking fees are itemised separately on the invoice but form part of the same final bill. For customers a long distance from the normal working area, Pompey Plumb Ltd may require the booking fee or call-out charge to be paid upfront before attending.

Estimates and fixed quotations

Estimates, appointment-time guidance and remote guidance are not fixed prices unless Pompey Plumb Ltd clearly states that a price is a fixed quotation. A fixed quotation only covers the visible, known and agreed scope of work confirmed before the job starts.

Costs may change if hidden defects, seized valves, poor access, unsafe existing pipework, previous poor workmanship, corrosion, concealed services, missing information or other unexpected conditions are discovered.

Appointment Requests

Requests are not confirmed bookings

The online appointment request form allows customers to request preferred arrival windows. Submitting the form does not confirm an appointment, reserve diary time or guarantee attendance. An appointment is only confirmed when Pompey Plumb Ltd confirms it directly by email, telephone or message.

Pompey Plumb Ltd may send secure appointment, reschedule, tenant information or customer information links by email or SMS. Completing one of these links helps collect job details or preferred arrival windows, but it does not confirm attendance unless Pompey Plumb Ltd confirms the appointment.

If the issue is urgent, customers should phone Pompey Plumb Ltd directly. Out of hours emergency attendance must be discussed by phone so availability and costs can be confirmed before attendance.

Photos and request information

Information and photos submitted through the appointment request form are used to understand the issue, assess urgency, estimate likely minimum costs, confirm or cancel appointments, and keep an internal request history. Photos, descriptions and remote information do not create a fixed quotation unless Pompey Plumb Ltd clearly states that a fixed quotation has been given.

The handling of appointment request data, uploaded photos and customer communications is explained in the privacy policy.

Payment Terms

Payment due date and methods

Payment is due immediately upon completion of the appointment or work unless a different payment arrangement has been agreed before the appointment. Pompey Plumb Ltd accepts payment by card or bank transfer and does not accept cash.

Where available, Pompey Plumb Ltd may send an online card payment link for an invoice, estimate or fixed quote. Card payments are processed by the payment provider and Pompey Plumb Ltd does not store full card details.

Pompey Plumb Ltd is not VAT registered, so VAT is not currently added to displayed prices or invoices.

Account arrangements and late payment

Some commercial, maintenance company or account-style customers may request payment on their own terms. Where this is agreed in advance, Pompey Plumb Ltd may apply a £15 administration charge for the additional account handling.

If payment is late, Pompey Plumb Ltd may charge interest and recovery costs where legally applicable. For business customers, statutory late payment interest and recovery costs may apply. For consumer customers, reasonable reminders, recovery costs and debt recovery steps may be used where payment remains outstanding.

Cancellations, Access and Urgent Work

Booked appointments

Booked appointments can be cancelled without charge up to 6pm the day before the appointment. If a booked appointment is cancelled after 6pm the day before, the booking fee remains payable.

If a customer cancels with less than 2 hours' notice, access is not available, the customer is not ready, or work cannot proceed for reasons within the customer's control, Pompey Plumb Ltd may charge the booking fee plus reasonable lost appointment time.

Emergency callouts and cooling-off rights

Emergency appointments are subject to availability. Once an immediate slot has been reserved or Pompey Plumb Ltd has set off, the call-out charge is payable.

If a consumer asks Pompey Plumb Ltd to attend or start work before the 14-day cancellation period has ended, the customer agrees for the service to begin straight away. If the work is completed within that period, the customer may lose the right to cancel that service. If the customer cancels after work has started but before it is completed, they may still have to pay for work already carried out, call-out charges, booking fees, materials supplied and materials already ordered.

Materials and Customer-Supplied Parts

Materials supplied by Pompey Plumb Ltd

Deposits may be requested where materials are required and the materials cost is over £300. Materials and products supplied by Pompey Plumb Ltd remain the property of Pompey Plumb Ltd until paid for in full.

If a customer cancels after materials have been ordered, supplier restocking fees may be passed on at cost. A £25 return or administration handling charge may apply where Pompey Plumb Ltd has to return materials. Non-returnable, bespoke or special-order materials remain chargeable in full.

Customer-supplied parts

Customers may supply their own parts, but those parts are not covered by any Pompey Plumb Ltd product warranty. Pompey Plumb Ltd is not responsible for the quality, suitability, compatibility or durability of customer-supplied products.

If a customer-supplied part is faulty, incorrect, unsuitable or missing components, wasted time is chargeable at the normal applicable rate. Pompey Plumb Ltd will try to resolve the issue practically, including obtaining replacement parts where available, but additional time remains chargeable where the issue has been caused by the customer-supplied part or missing information.

Guarantees, Existing Systems and Limitations

Workmanship and product warranties

Pompey Plumb Ltd usually guarantees its own workmanship for 12 months. This workmanship guarantee is separate from product warranties.

Products supplied by Pompey Plumb Ltd are covered in line with the applicable product or manufacturer warranty. Pompey Plumb Ltd does not provide an additional product warranty beyond the relevant manufacturer or supplier warranty.

Existing pipework and hidden issues

Pompey Plumb Ltd is not automatically liable for pre-existing defects, brittle fittings, old pipework, hidden services, seized valves, corrosion, poor previous workmanship, inaccessible pipework, concealed damage or similar existing weaknesses.

If something old, brittle, seized, corroded, hidden or already defective fails during reasonable plumbing work, any additional repair time, parts or follow-up work may be chargeable. This does not exclude liability for Pompey Plumb Ltd's own negligence or failure to use reasonable care and skill.

Remote Estimates, Insurance and Managed Work

Photos, videos and descriptions

Customers may send photos, videos, WhatsApp messages, emails or descriptions to help Pompey Plumb Ltd assess a job or estimate likely time, cost or materials. Any advice, estimate or guidance based on remote information is provisional and may change once the job is inspected in person.

Insurance work

Pompey Plumb Ltd does not normally wait for a customer's insurance payout before being paid. Where work is carried out for a customer who intends to make an insurance claim, the customer remains responsible for paying Pompey Plumb Ltd directly unless payment by an insurer, loss adjuster, claims company or property management company has been agreed in advance.

Landlords, letting agents and commercial work

Pompey Plumb Ltd works for landlords, letting agents and commercial customers. The person or business that booked or authorised an appointment is responsible if tenant access fails or the tenant is not available.

Commercial customers follow the same normal terms unless different payment terms or account arrangements have been agreed before the work is carried out. For commercial work, Pompey Plumb Ltd excludes liability for business interruption, loss of profit, loss of trade, loss of revenue and similar indirect or consequential losses so far as legally permitted.

Trusted Trades, Subcontractors and Complaints

Trusted trades and subcontractors

Pompey Plumb Ltd may recommend or introduce independent trusted trades. Where another trade is only recommended or introduced, that third party is an independent person or business responsible for their own work, insurance, pricing and terms.

Pompey Plumb Ltd may also arrange contractors or subcontractors as part of its own work. Where this happens, the arrangement should be made clear. Insurance cover should be maintained and checked for the type of subcontractor used.

Complaints and dispute resolution

Customers should raise complaints in writing by email as soon as reasonably possible so there is a clear record. Pompey Plumb Ltd aims to acknowledge complaints within 2 working days and provide a fuller response within 7 working days.

Pompey Plumb Ltd should be given a reasonable opportunity to inspect the issue and, where appropriate, put things right before the customer arranges third-party remedial work. If a customer instructs another tradesperson before allowing Pompey Plumb Ltd to inspect or resolve the issue, Pompey Plumb Ltd may not be responsible for those third-party costs unless agreed in advance.

Pompey Plumb Ltd is not currently registered with an ADR or ombudsman scheme.

Appointment, payment, cancellation, materials, warranty and complaints terms