Terms and Conditions

Last Updated: [19/07/2025]

1. About These Terms

These terms and conditions govern the use of services provided by JS Plumbing & Heating ("we," "us," "our"). By engaging our services, you ("customer," "you," "your") agree to be bound by these terms.

2. Services

We provide plumbing and heating services including but not limited to:

• Emergency plumbing repairs
• Boiler installation, maintenance, and repair
• Central heating systems
• Bathroom installations
• Drainage services
• General plumbing maintenance

3. Quotations and Pricing

• All quotations are valid for 30 days unless otherwise stated
• Prices may vary if additional work is required beyond the original scope
• We reserve the right to charge for call-outs where no work is undertaken due to customer cancellation
• VAT will be added where applicable
• Payment terms are typically 7 days from invoice date unless otherwise agreed

4. Booking and Scheduling

• Appointments are subject to availability
• We will endeavor to arrive within agreed time slots but cannot guarantee exact arrival times
• Emergency call-outs may be subject to premium rates
• 24-hour notice is preferred for cancellations to avoid call-out charges

5. Customer Responsibilities

• Provide safe and reasonable access to work areas
• Ensure water and electricity supplies are clearly marked and accessible
• Remove personal belongings from work areas
• Inform us of any known hazards or special requirements
• Be present or arrange for an authorized representative during service visits

6. Our Responsibilities

• Carry appropriate public liability insurance
• Use qualified and competent tradespeople
• Provide warranties on workmanship as legally required
• Comply with relevant building regulations and safety standards
• Treat your property with respect and care

7. Limitation of Liability

• Our liability is limited to the cost of the services provided
• We are not liable for indirect or consequential damages
• We are not responsible for existing defects not caused by our work
• Any warranty claims must be reported within a reasonable time period

8. Health and Safety

• We will take reasonable precautions to ensure safety during work
• Customers must inform us of any asbestos or other hazardous materials
• Work areas should be kept clear of children and pets during service

9. Complaints Procedure

If you have a complaint:

• Contact us directly via phone or email
• We will acknowledge your complaint within 48 hours
• We aim to resolve issues within 7 working days
• If unresolved, you may refer the matter to relevant trade bodies or ombudsman services

10. General Terms

• These terms are governed by English law
• If any provision is found invalid, the remainder shall continue in force
• We may update these terms with reasonable notice
• No third parties have rights under these terms

Cancellation Policy

Last Updated: [19/07/2025]

1. Cancellation by Customer

Before Work Commences:

• Appointments can be cancelled up to 24 hours before scheduled arrival time without charge
• Cancellations with less than 24 hours notice may incur a call-out charge
• Emergency call-outs cancelled after engineer dispatch will incur full call-out fee

After Work Has Commenced:

• Once work has begun, full payment for completed work and materials supplied is required
• If work is partially completed, payment is due for work done plus materials supplied
• No refund for work completed to a satisfactory standard

2. Cancellation by JS Plumbing & Heating

We may cancel appointments due to:

• Extreme weather conditions affecting safety
• Engineer illness or emergency
• Circumstances beyond our reasonable control

In such cases:

• We will provide as much notice as possible
• No charges will apply
• We will reschedule at the earliest opportunity

3. Cooling-Off Period

For contracts arranged away from our business premises, you have a 14-day cooling-off period under the Consumer Contracts Regulations. This does not apply to emergency repairs or where you have specifically requested immediate service.

4. Refund Process

• Refunds, where applicable, will be processed within 14 days
• Refunds will be made to the original payment method
• Administrative charges may apply for order processing costs

Privacy Policy

Last Updated: [19/07/2025]

1. Who We Are

JS Plumbing & Heating is committed to protecting your privacy and personal data. This policy explains how we collect, use, and protect your information.

2. Information We Collect

Personal Information:

• Name and contact details (phone, email, address)
• Property details relevant to services required
• Payment information (processed securely through third-party providers)
• Service history and preferences

How We Collect Information:

• Directly from you when you contact us
• Through our website contact forms
• During service visits
• From third-party referrals (with consent)

3. How We Use Your Information

We use your personal data to:

• Provide plumbing and heating services
• Arrange appointments and communicate about services
• Process payments and maintain financial records
• Send service reminders and follow-up communications
• Comply with legal and regulatory requirements
• Improve our services based on customer feedback

4. Legal Basis for Processing

We process your data based on:

• Contract performance (to provide services you've requested)
• Legitimate business interests (customer service, financial management)
• Legal obligations (tax, health and safety records)
• Your consent (for marketing communications)

5. Information Sharing

We do not sell your personal data. We may share information with:

• Subcontractors working on your behalf (with appropriate confidentiality agreements)
• Payment processors (who have their own privacy policies)
• Legal authorities when required by law
• Insurance companies for legitimate claims

6. Data Security

We protect your information through:

• Secure storage systems and encrypted communications
• Limited access to personal data on a need-to-know basis
• Regular security reviews and updates
• Secure disposal of physical documents

7. Your Rights

Under UK GDPR, you have the right to:

• Access your personal data we hold
• Correct inaccurate or incomplete data
• Request deletion of your data (subject to legal requirements)
• Object to processing for marketing purposes
• Request data portability
• Withdraw consent where applicable

8. Data Retention

We retain personal data for:

• Service records: 6 years (for warranty and tax purposes)
• Financial records: 7 years (legal requirement)
• Marketing preferences: Until you withdraw consent

9. Cookies and Website Data

If you visit our website:

• We may use essential cookies for website functionality
• Analytics cookies help us improve user experience
• You can control cookie settings through your browser
• We do not use tracking cookies for advertising

10. Marketing Communications

• We may send service reminders and maintenance notifications
• Marketing communications require your explicit consent
• You can opt out at any time by contacting us
• We do not share your details with third parties for their marketing

11. Changes to This Policy

We may update this privacy policy to reflect changes in law or our practices. We will notify you of significant changes via email or prominent website notice.

12. Contact Us

For any privacy-related questions or to exercise your rights:

• Email: jake@js-plumbingheating.co.uk
• Phone: 07494557514

If you're not satisfied with our response, you can contact the Information Commissioner's Office (ICO).