FIRST POINT PLUMBING & HEATING

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TERMS AND CONDITIONS OF BUSINESS

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Company Name: First Point Plumbing & Heating
Address: 42 Peak Road, New Mills, High Peak, SK22 4LD
Email: info@firstpointplumbing.co.uk
Telephone: 07985 549676
Website: www.firstpointplumbing.co.uk

1. GENERAL

These Terms and Conditions apply to all work undertaken by First Point Plumbing & Heating ("the Company", "we", "our", "us") for any customer ("the Customer", "you", "your").

By accepting a quotation, booking an appointment, making payment, or allowing work to commence, you agree to these Terms and Conditions.

2. QUOTATIONS AND ESTIMATES

2.1 All quotations are valid for 30 days unless otherwise stated.

2.2 Quotations are based upon information available at the time of inspection. Additional works discovered once work has commenced may incur extra charges.

2.3 Estimates are provided as a guide only and are not fixed prices.

2.4 Fixed quotations may be revised if:

• The scope of works changes.

• Hidden defects or unforeseen circumstances are discovered.

• Additional customer requests are made.

• Existing installations do not comply with current regulations.

3. PAYMENT TERMS

3.1 Payment for reactive maintenance work is due immediately upon completion unless otherwise agreed in writing.

3.2 Larger projects may require staged payments as detailed within the quotation.

3.3 We reserve the right to request a deposit before ordering materials or commencing work.

3.4 Materials supplied remain the property of First Point Plumbing & Heating until full payment has been received.

3.5 Late payments may incur interest at 8% above the Bank of England base rate together with compensation as permitted under the Late Payment of Commercial Debts Act.

3.6 Failure to make payment may result in suspension of future services and recovery action.

4. APPOINTMENTS AND ACCESS

4.1 Customers must provide safe and reasonable access to the property.

4.2 Someone aged 18 years or over must be present unless alternative arrangements have been agreed.

4.3 Missed appointments where access is not provided may incur a call-out charge.

4.4 We reserve the right to rearrange appointments due to adverse weather, illness, emergencies or circumstances beyond our control.

5. CUSTOMER RESPONSIBILITIES

Customers agree to:

• Provide accurate information regarding the property's heating and plumbing systems.

• Inform us of known defects or hazards.

• Ensure utilities such as gas, water and electricity are available.

• Remove valuable or fragile items from work areas.

• Provide a safe working environment.

6. GUARANTEES AND WARRANTIES

6.1 Manufacturer warranties apply to materials and appliances supplied.

6.2 Our workmanship is guaranteed for 12 months from the date of completion unless otherwise stated.

6.3 Guarantees do not cover:

• Misuse or neglect.

• Lack of servicing or maintenance.

• Third-party alterations.

• Accidental damage.

• Existing system defects.

• Scale, sludge or poor water quality.

7. EMERGENCY CALL OUTS

7.1 Emergency call-out charges apply outside normal business hours.

7.2 Emergency attendance does not guarantee immediate repair if specialist parts are required.

8. GAS, HEATING AND SAFETY

8.1 All gas work will be completed in accordance with current Gas Safe Regulations.

8.2 Unsafe appliances or installations may be classified as At Risk or Immediately Dangerous and may be disconnected in accordance with Gas Safe procedures.

8.3 Customers refusing recommended safety actions do so entirely at their own risk.

9. HEAT PUMPS, LOW TEMPERATURE HEATING AND RENEWABLES

9.1 Heat pump performance is dependent upon correct customer use, building insulation levels and weather conditions.

9.2 Quoted efficiency figures are estimated values only.

9.3 Customers must not alter weather compensation settings, system balancing or controls without consultation.

9.4 Annual servicing is required to maintain warranty and optimum performance.

10. BATHROOMS, KITCHENS AND INSTALLATION WORKS

10.1 Customers are responsible for selecting products unless otherwise agreed.

10.2 Delivery delays from suppliers are beyond our control.

10.3 Hidden defects discovered during refurbishment work, including rotten timbers, asbestos, defective plumbing or structural issues, will be charged as additional work.

10.4 Tiling, plastering and decorating by third parties may affect workmanship guarantees.

11. DAMAGE

11.1 Whilst every care is taken, we cannot be held responsible for minor cosmetic damage where existing fittings, decorations or concealed pipework require removal.

11.2 Existing pipework, valves and fittings may fail during isolation or testing due to age or condition. Any necessary repairs will be chargeable.

12. CANCELLATIONS

12.1 Cancellation of booked works within 48 hours may incur charges.

12.2 Deposits paid for ordered materials are non-refundable once materials have been purchased.

13. FORCE MAJEURE

We shall not be liable for delays caused by circumstances beyond our reasonable control including severe weather, supplier shortages, illness, strikes or utility failures.

14. COMPLAINTS

Any concerns must be raised in writing within 14 days of completion.

We are committed to resolving all complaints fairly and promptly.

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SERVICE PLAN TERMS AND CONDITIONS

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15. MEMBERSHIP AGREEMENT

15.1 Membership is available to homeowners within our service area only.

15.2 Membership benefits apply solely to the registered property.

15.3 Membership is non-transferable.

15.4 Benefits cannot be exchanged for cash.

16. CONTRACT PERIOD

16.1 By joining a First Point Service Plan, you agree to a minimum contract term of twelve (12) months.

16.2 Monthly payments will continue for the minimum twelve-month period.

16.3 If the agreement is cancelled before the end of the minimum term, all discounts and benefits previously received become repayable.

17. PAYMENTS

17.1 Membership payments are collected monthly by Direct Debit, Stripe subscription or another approved payment provider.

17.2 Missed payments may result in suspension of membership benefits.

17.3 If payments remain outstanding for more than 30 days, membership may be terminated.

18. EARLY CANCELLATION

If a customer cancels during the initial 12-month term, the Company reserves the right to recover:

• The full value of any annual service already completed.

• Any discounts received.

• Any priority call-out benefits used.

• Any parts or labour discounts already applied.

The balance due shall become immediately payable.

19. SILVER SERVICE PLAN

Members receive:

• Annual boiler service.

• Priority booking.

• Reduced emergency call-out fees.

• Discounted labour rates.

Silver members are entitled to one annual boiler service per contract year.

20. GOLD SERVICE PLAN

Members receive:

• Annual boiler service.

• Plumbing and heating system health check.

• Priority booking.

• Reduced emergency call-out fees.

• Labour and materials discounts.

Gold membership includes one annual service visit and one annual system health check.

21. VIP SERVICE PLAN

Members receive:

• Highest priority response.

• Annual boiler service.

• Comprehensive plumbing and heating health check.

• Discounted labour and materials.

• Emergency priority attendance.

• Exclusive member promotions.

VIP response times are subject to engineer availability and circumstances outside our control.

22. EXCLUSIONS FROM ALL SERVICE PLANS

Service plans do not include:

• Replacement parts unless specifically stated.

• Major system repairs.

• New appliance installations.

• Drain unblocking.

• Electrical work.

• Damage caused by freezing, misuse or vandalism.

• Pre-existing faults identified before joining.

23. MISSED SERVICE APPOINTMENTS

Failure to provide access for a scheduled service appointment may result in additional charges.

If we are unable to complete the annual service due to lack of access, the service will be rearranged subject to availability.

24. TERMINATION BY THE COMPANY

We reserve the right to terminate membership if:

• Payments are persistently missed.

• Abuse or threatening behaviour occurs.

• Unsafe conditions exist.

• Fraudulent claims are made.

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These Terms and Conditions shall be governed by the laws of England and Wales.