Terms of Service

Last updated: January 2024

These terms and conditions govern the provision of plumbing and heating services by 24/7 Emergency Plumbing Scotland ("we", "us", "our") to customers ("you"). By engaging our services, you agree to these terms.

1. Our Services

We provide emergency and non-emergency plumbing, heating and drainage services across Edinburgh, East Lothian, Midlothian and West Lothian. All gas work is carried out by Gas Safe registered engineers.

2. Callout Charges & Pricing

• We provide an estimated price before starting any work. The final price may vary if additional issues are discovered during the job.
• Emergency callout charges apply outside standard business hours. These will be communicated before the engineer attends.
• All prices are inclusive of VAT unless otherwise stated.
• A diagnostic fee applies where we attend and diagnose the issue but no repair is carried out at the customer's request.

3. Workmanship Guarantee

We provide a 12-month guarantee on all workmanship carried out by our engineers. This guarantee covers faults arising from our installation or repair work, but does not cover:

• Damage caused by misuse, negligence or interference by third parties
• Manufacturer defects in parts or materials (covered by manufacturer warranty)
• Pre-existing conditions not related to our work
• Normal wear and tear

4. Customer Responsibilities

You agree to:

• Provide accurate information about the problem when booking
• Ensure reasonable access to the property and the affected area
• Inform us of any relevant health and safety hazards at the property
• Provide payment promptly upon completion of work

5. Payment Terms

• Payment is due upon completion of work unless otherwise agreed in writing
• We accept cash, bank transfer and major credit/debit cards
• Invoices for commercial customers are due within 14 days of issue
• Late payment may incur interest at 8% above the Bank of England base rate

6. Cancellations

• You may cancel a scheduled (non-emergency) appointment with at least 24 hours' notice at no charge
• Cancellations with less than 24 hours' notice may incur a fee equivalent to one hour's labour
• Emergency callouts that are cancelled after the engineer has departed for your property may incur a callout fee

7. Liability

Our liability to you is limited to the value of the work carried out. We carry £5 million public liability insurance. We are not liable for indirect or consequential losses.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.

8. Disputes

If you are dissatisfied with our service, please contact us in the first instance at info@emergencyplumbersedinburgh.com. We will respond within 5 working days. If we cannot resolve the dispute directly, you may refer the matter to an independent alternative dispute resolution service.

9. Governing Law

These terms are governed by the law of Scotland. Any dispute shall be subject to the exclusive jurisdiction of the Scottish courts.

10. Changes to These Terms

We may update these terms from time to time. The current version will always be available on this page.