Terms & Conditions
Last updated: [DATE]
Draft: placeholders in [BRACKETS] need filling in, and these terms should be checked by a solicitor or Citizens Advice business adviser before you take payments.
Smell gas? Leave the property, don't use switches or flames, and call the National Gas Emergency Service on 0800 111 999 straight away. This is free, 24/7, and does not go through us.
1. Who we are
Command Plumbing & Heating Services is a trading name of Alex Davis, a sole trader, of [YOUR UK BUSINESS ADDRESS]. Gas Safe Register number: 945511. Contact: help@command247.co.uk.
In these terms, “we”, “us” and “our” mean Command Plumbing & Heating Services, and “you” means the customer booking the work.
2. Prices
| When you need us | Call-out (includes diagnosis + first hour) | Each extra hour |
|---|---|---|
| Standard daytime Mon–Fri, 8am–5pm | £120 | £65 |
| Same-day priority Mon–Fri, 8am–5pm | £180 (£120 + £60 priority dispatch) | £65 |
| Evenings & weekends Mon–Fri 5pm–11pm, all day Sat & Sun | £180 | £95 |
| Overnight & bank holidays 11pm–8am, and all UK public holidays | £360 | £95 |
Fixed price: annual boiler service and heating health check £120. Boiler installations are quoted individually.
The rate is set by when the engineer attends. Parts and materials are quoted and agreed with you before they are fitted. All prices are [inclusive of VAT / not subject to VAT].
3. Card pre-authorisation
Before an engineer is dispatched to a call-out, we place a pre-authorisation (a temporary hold) on your card through Stripe for the call-out fee. The money is reserved, not taken. It is charged [when the engineer arrives / when the job is finished], and any extra time or parts are added to your final bill. If the visit doesn't go ahead for a reason covered in section 5, the hold is released, which can take a few working days to show depending on your bank.
Once your card is authorised, we aim to call you back within [CALL-BACK TIME] to confirm details and an estimated arrival time. Arrival times are estimates and can be affected by traffic, weather and other emergencies.
4. Diagnosis and repairs
The first hour covers the engineer’s time on site to diagnose the fault and, where possible, fix it. If more time or parts are needed, we’ll tell you the cost and get your agreement before carrying on. You can choose to stop after the diagnosis; you’ll only pay for the time already spent.
Some faults can’t be fixed on the first visit, for example where parts need ordering. If a part has to be ordered, we’ll explain the options and agree the cost of a return visit with you first.
If an appliance is found to be unsafe, we are required to follow the Gas Industry Unsafe Situations Procedure. This may mean disconnecting it and asking you to sign a warning notice. These steps are a legal safety requirement and still count as time on site.
5. Your right to cancel
When you book online or by phone, you normally have a legal right to cancel within 14 days. Because emergency work is needed straight away, we’ll ask you to confirm that you want us to start within that period. If you cancel after asking us to start, you’ll pay for the service provided up to that point.
- You cancel before the engineer has set off: the card hold is released and you pay nothing.
- You cancel after the engineer has set off: we charge [AMOUNT, e.g. £60] to cover the travel and time already spent.
- We can’t get an engineer to you: the card hold is released in full.
To cancel, call us or email help@command247.co.uk.
6. Access to the property
Please make sure an adult (18 or over) is present and the engineer can get to the boiler, pipework or fault safely. If the engineer arrives within the agreed time and can’t get access, or nobody is there, we’ll try to contact you. If we still can’t get in after [15] minutes, we treat the visit as cancelled after the engineer has set off (see section 5) and charge the call-out fee.
You confirm that you own the property or have the owner’s or landlord’s permission for the work to be carried out.
7. Payment
Card payments and pre-authorisations are handled securely by Stripe. We never see or store your full card details. Any balance for extra time or parts is due on completion of the work, by card or bank transfer, unless we agree otherwise in writing.
8. Guarantee
We guarantee our workmanship for [12 months] from the date of the work. Parts carry the manufacturer’s warranty. The guarantee doesn’t cover faults caused by misuse, other people’s work, or existing problems with the system that we’ve told you about.
9. Your legal rights
Under the Consumer Rights Act 2015, we must carry out our work with reasonable care and skill. Nothing in these terms affects your legal rights.
10. Our responsibility to you
We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We are not responsible for loss that wasn’t foreseeable, or for existing faults in the system that we didn’t cause. We don’t exclude or limit liability where it would be unlawful to do so, including for death or personal injury caused by our negligence. We hold public liability insurance with [INSURER], cover £[AMOUNT].
11. Complaints
If you’re not happy, please email help@command247.co.uk and we’ll respond within [5 working days] and try to put things right.
12. Law
These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales, or in Scotland or Northern Ireland if you live there.