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Terms & Conditions

Last updated: 23 September 2025

1) Who we are

At Poole Plumbing & Heating we provides domestic and light-commercial plumbing and heating services in Dorset and surrounding areas.

Registered company: Poole Plumbing & Heating

Company number: 07919512703

Registered office: 192-194 Alder Road Poole Dorset BH12 4AX

Email: info@pooleplumbingandheating.co.uk

2) Using this website

Content on this site is for general information only. We try to keep it accurate but make no warranties it’s complete or current. All website content (text, images, logo) is our intellectual property—don’t copy without permission.

3) Quotes, estimates & bookings

  • Estimates vs quotes: Estimates are indicative and may vary once we inspect the job; written quotes are fixed for 30 days unless stated otherwise.

  • Surveys/inspection: We may require access to assess existing systems, water/gas pressures and site constraints.

  • Accepting work: A booking is confirmed when you accept our quote/estimate in writing (email/message) and we confirm a date.

4) Pricing & payment

  • Prices are in GBP and include/exclude VAT as indicated.

  • Materials may require up-front payment or a deposit.

  • Invoices are due within 7 days of issue unless otherwise agreed.

  • We reserve ownership of materials supplied until paid in full (title retention).

  • Late payment: we may charge reasonable admin costs and statutory interest where applicable.

5) Call-outs & emergency work

  • Emergency and out-of-hours rates differ from standard rates.

  • Diagnostic time, small sundries and travel/parking may be chargeable—this will be made clear at booking.

6) Cancellations & Consumer rights

  • You have a 14-day cooling-off period for distance/off-premises contracts under the Consumer Contracts Regulations (CCR).

  • Urgent repairs/early start: If you ask us to start within the 14 days, you agree the cooling-off right may be reduced or lost once the service is completed.

  • Cancelling a confirmed visit with less than 24 hours’ notice may incur a reasonable call-out/booking fee.

7) Access, permits & conditions on site

  • You agree to provide safe access, power, water, parking and any required permits.

  • We’re not responsible for delays caused by hidden issues (e.g., asbestos, structural defects, poor prior workmanship, non-compliant installations).

8) Materials, parts & lead times

  • We may substitute equivalent parts if specified models are unavailable, after discussing with you.

  • Old parts removed become our property unless you ask to retain them at/ before collection.

9) Guarantees & warranties

  • Workmanship: We guarantee our workmanship for 12 months from completion unless stated otherwise.

  • Manufacturer warranties on boilers/parts are subject to their terms (e.g., annual servicing, use of approved parts).

  • This guarantee does not cover fair wear and tear, misuse, or damage caused by third parties.

10) Compliance & certifications

  • Gas work is (where applicable) carried out by Gas Safe-registered engineers; certificates/notifications will be issued as required (e.g., Building Regulations, landlord gas safety records).

  • You’re responsible for arranging any required third-party consents (e.g., landlord approvals, managing agent permissions).

11) Photos & testimonials

We may photograph installations for records and warranty purposes. With your consent, we may also use images/testimonials in our marketing.

12) Liability

We’re responsible for loss/damage caused by our negligence. We’re not liable for:

  • pre-existing faults;

  • consequential losses (loss of profit, business interruption) where you’re a business customer;

  • delays outside our control (supply issues, emergencies, adverse weather).
    Nothing in these terms limits your statutory rights or our liability for death/personal injury caused by negligence or for fraud.

13) Cookies

Cookies are small text files that are placed on your computer by websites that you visit.  They are widely used in order to make websites work, or work more efficiently, as well as to provide information to the owners of the site.  For example, cookies are used to remember users’ preferences and to help navigate between pages efficiently.  Our website may use cookies to distinguish you from other users of our website. This helps us to provide you with a good experience when you browse our website and also allows us to improve our site.  

14) Events outside our control

If events beyond our control affect delivery of services, we’ll inform you and rearrange as soon as reasonably possible.

15) Changes to these terms

We may update these terms; the version on this page applies when you place a booking.

16) Governing law

These terms are governed by the laws of England & Wales, and disputes are subject to the exclusive jurisdiction of its courts.

17) Talk to us

Questions? Email info@pooleplumbingandheating.co.uk or call 07919512703.

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