Version 2026-10-18.2. Applies to new agreements made from 18 October 2026. Existing agreements retain their applicable terms.
Pompey Plumb Ltd provides plumbing repairs, emergency attendance, maintenance and installations within the scope agreed with you.
Company number: 12099610. Correspondence address: 25a Shaftesbury Road, Southsea, Portsmouth, Hampshire, PO5 3JP. Telephone: 07498 964 660. Email: info@pompeyplumb.co.uk.
These terms should be read with the price information and description of work provided before you agree to proceed. Any specifically agreed variation will be recorded in your quotation or confirmation. A later website update does not change an existing agreement automatically.
Nothing in these terms removes your statutory rights. We will perform our work with reasonable care and skill. Any guarantee is additional to those rights.
Your quotation or booking confirmation will identify the customer contracting with us and the billing party. Tell us before agreeing the work if you act for a landlord, company or another person, and identify that party and your authority to instruct us.
A tenant, site contact or person reporting a fault does not become responsible for the bill merely by being the contact or arranging access. Where an agent acts for a disclosed customer, any separate agreement for the agent to pay must be recorded expressly.
You should provide accurate information about the property, the fault, authorised work and access arrangements. Tell us promptly about changes.
Submitting an appointment request or completing an information link does not reserve an appointment or confirm attendance. We will confirm the appointment and its price basis directly. Acceptance of a quotation or another agreement may create a contract before attendance; a request acknowledgement alone does not do so.
Arrival windows are estimates. If we expect a material delay, we will contact you to agree a practical alternative. If we cannot provide the agreed service, we will discuss rearrangement or cancellation and any refund due. This does not restrict your legal remedies.
Please telephone us about urgent or out-of-hours work so availability, scope and charges can be discussed before attendance.
Unless a fixed quotation has been accepted, charges use the rates and basis disclosed before booking. These may include labour, an attendance or booking fee, agreed travel charges and materials. A booking or attendance fee forms part of your total bill. Whether it remains payable after cancellation depends on the cancellation rules below; naming a fee does not make it non-refundable.
An estimate based on descriptions, photos or video is guidance. A fixed quote covers the work and materials expressly included in it. If hidden defects, restricted access or other conditions require additional work, we will explain the proposed work and additional cost and obtain your agreement before proceeding. We may pause the work while agreement is sought. The appearance of an unexpected problem does not itself authorise an unlimited extra charge.
Pompey Plumb Ltd is not currently VAT registered and does not add VAT to its prices or invoices. The price agreed for your work will state the applicable tax treatment.
Payment is due on completion of the appointment or work unless a different date or stage-payment arrangement was agreed beforehand. We accept card or bank transfer, including an invoice payment link where available. We do not accept cash. Please use the invoice reference when paying by bank transfer.
Any deposit, interim payment, alternative due date and applicable agreed fee will be stated before you accept the arrangement and shown on the invoice. We do not add an account fee merely because an invoice becomes overdue.
Where you intend to claim from an insurer, you remain responsible for payment under your agreement with us unless we have expressly agreed another payer or payment arrangement. The same principle applies to managed work: the identified agreement determines who must pay.
For a limited company, we may agree payment within 30 days of the invoice date with a £15 account fee, or within 60 days of the invoice date with a £30 account fee. These options apply only where expressly agreed before the appointment, with the due date and fee confirmed. Other arrangements require a separate agreement.
These fee-bearing extensions are not offered to individuals, sole traders or unincorporated partnerships under these standard terms.
Please contact us promptly if an invoice appears incorrect or you have already paid. Explain the amount queried and the reason so we can review it. If you are having difficulty paying, contact us to discuss a possible arrangement.
For a qualifying commercial debt, we may claim interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998 where applicable. Any claim will identify its basis, rate, period and calculation. We will not claim overlapping contractual and statutory amounts for the same entitlement.
We do not impose a standard reminder or debt-collection fee on consumer customers under these terms. Any other recovery sum must have a lawful basis; using a collection company does not automatically make its fees payable by you. Court interest, fees or costs will be sought only where legally recoverable.
If a balance remains unresolved, we may consider proportionate recovery action after reviewing the agreement, any dispute and the applicable procedure.
Please tell us promptly if you need to cancel or rearrange. There is no charge for reserved appointment time if you cancel by 6pm the day before. Services already provided and authorised materials are dealt with separately below.
For a later cancellation, or failure to provide agreed access for reasons within your control, we may seek wasted costs and justified lost profit caused by it. We will reduce the claim for costs saved, replacement work and payments already received. We will explain the calculation and will not recover the same loss twice or automatically charge the full appointment price.
Consumer cancellation rights take priority. We will not impose a charge where those rights prevent it, or where cancellation results from our breach.
Where the contracting customer is a company, the statutory consumer cooling-off period does not apply. The cancellation rules above still apply unless a different lawful arrangement was expressly agreed before confirmation. An agent arranging access does not automatically become the contracting customer.
Where statutory cancellation rights apply, you normally have 14 days to change your mind. For services, this period normally ends 14 days after the contract is made; for goods it normally runs from delivery. Any longer period required by law still applies. Your confirmation will identify the applicable cancellation information.
To cancel, contact us using the details above with a clear statement identifying the contract. You may use the supplied form but do not have to use it. Keep a record of your cancellation.
If you cancel within the applicable period before any service has been provided, we will refund payments for that service, including the booking fee, without undue delay and within 14 days of being told of your cancellation.
By law, we must obtain your express request before starting a service during the cancellation period. Where required, we will record the request in a form you can retain. If you cancel after an expressly requested early start, a proportionate charge for services properly supplied before cancellation may be payable, provided we gave you the required information. Your service cooling-off right ends on full completion only if you acknowledged this before work started and the legal conditions are met. Agreeing to an early start does not itself waive the cancellation right or make a booking fee automatically payable.
Specifically requested urgent repairs or maintenance may be exempt from the normal cancellation right. This does not automatically cover extra services or goods beyond necessary replacement parts. We will explain the urgent scope and any additional work separately.
We will explain the agreed attendance charge and when the attendance service begins. Reserving a slot does not, by itself, make the entire charge payable in every circumstance. Cancellation, work performed, wasted expenditure and any statutory rights will be assessed under the relevant provisions above.
We may request a deposit where required materials cost more than £300. The amount and purpose will be stated before you agree. Deposits are credited against the bill and are not automatically non-refundable.
If authorised materials have been ordered and you cancel, we will take reasonable steps to cancel, return or reuse them. Where legally chargeable, we may seek unavoidable material or supplier return costs and reasonable actual return-handling costs, capped at £25, disclosed beforehand. We will allow for refunds, reuse and other costs saved, without double recovery.
An item described by a supplier as special order or non-returnable is not, for that reason alone, outside your statutory rights. Genuinely personalised or made-to-specification goods may have different cancellation rights, which we will explain before you order. We will not apply a restocking or handling fee where your statutory cancellation right prohibits it.
Ownership of materials we supply remains with us until payment, so far as legally effective. This does not authorise entry to your property or removal of fitted materials without a lawful basis, and does not restrict your rights in faulty goods.
We do not provide a product guarantee for products supplied by you. We remain responsible for the reasonable care and skill of our own work. If we identify an obvious suitability or safety problem, we will explain it and may decline to install the product.
If faulty, incorrect or incomplete customer-supplied products require extra attendance or work, we will discuss the additional work and charges with you before proceeding. This does not make you responsible for a fault caused by our own work.
We provide a 12-month guarantee for faults attributable to our workmanship, starting when the relevant work is completed. Please contact us if a problem appears. This guarantee covers our work, not unrelated deterioration or faults in parts of the system we did not supply or repair. Your statutory rights are separate and are not limited to the guarantee period.
Manufacturer guarantees for goods we supply are additional to your rights against us. We will not require you to rely solely on a manufacturer where you have a statutory remedy against Pompey Plumb Ltd.
Old or defective systems can require additional repairs. We are not automatically responsible for pre-existing defects, but we remain responsible where loss results from our breach or failure to exercise reasonable care and skill. Any additional work follows the agreement procedure in section 4.
For business customers only, we exclude indirect or consequential business losses to the extent that the exclusion is lawful and satisfies any applicable reasonableness requirement. This does not exclude liability which cannot lawfully be excluded, including death or personal injury caused by negligence or fraud. This business-only exclusion does not apply to consumer contracts.
If we merely introduce another independent trade, we will make clear that you are contracting separately with that trade for its work. If we engage a subcontractor to fulfil our own contract with you, we remain responsible for our contractual obligations. Introducing a subcontractor does not by itself transfer those responsibilities to you or the subcontractor.
Please contact us promptly about a problem, preferably by email with the invoice reference, a description and relevant photographs. This does not require you to waive a right or use email where that is impractical. We aim to acknowledge complaints within two working days and provide a fuller response within seven working days. If investigation needs longer, we will explain the next step.
Where reasonable, please give us an opportunity to inspect and put the problem right. Urgent safety needs and your statutory remedies will be taken into account. Using another tradesperson does not automatically remove your rights; responsibility for remedial costs depends on the circumstances.
If a complaint remains unresolved, we will explain our position and consider appropriate ways to resolve it, including negotiation or mediation. Where an ADR or other resolution arrangement is available to you through an obligation we have, we will provide the required details. We do not require you to waive your right to use the courts.
Our privacy policy explains how we handle contact details, job information, photographs and communications: https://pompeyplumb.co.uk/privacy-policy/
Where our tools include Google Maps content, its use is subject to Google's Maps terms and privacy policy: https://maps.google.com/help/terms_maps/ https://policies.google.com/privacy
Route and travel estimates are guidance. They are not measured mileage, automatic travel charges or guaranteed arrival times.
These terms are governed by the law of England and Wales, subject to any mandatory protection which applies to you. They do not restrict a consumer's right to bring proceedings in another court where the law permits it.
Pompey Plumb websites, customer tools and internal business applications may include Google Maps features and content, including address lookup and traffic-unaware route estimates. Use of those Google Maps features and content is subject to the current Google Maps/Google Earth Additional Terms of Serviceand the Google Privacy Policy.
To Pompey Plumb Ltd, 25a Shaftesbury Road, Southsea, Portsmouth, Hampshire, PO5 3JP; info@pompeyplumb.co.uk.
Please cancel my contract for: __________
Contract date: __________
Customer name and address: __________
Date of notice: __________
Signature if submitted on paper: __________
You may instead give another clear statement that you wish to cancel. You do not have to use this form. We will provide the cancellation information applicable to your particular agreement.