Mon–Sun 6am–6pm, 24/7 emergencies
Call 020 8050 5913 The terms that apply when we carry out work for you. Last updated 16 October 2026.
These terms apply to every job we do, alongside any written quote. Where a quote says something different, the quote applies. If you are a consumer, nothing in these terms affects your legal rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. Citizens Advice can explain those rights: citizensadvice.org.uk.
You can ask us for work by phone, text, email or the form on this website. Tell us as much as you can: the address, what the problem is, which rooms are involved, and any appliance makes.
Repairs and call-outs are charged by the hour (section 3). Before anyone sets off we tell you which hourly rate applies, and on site the engineer estimates how long the job should take within the first half hour.
Planned work such as boiler installations, heating systems, cylinders, underfloor heating and bathrooms is priced by a free written quote. The contract starts when you accept the quote by phone, email or in writing, and pay any deposit (section 5). You can ask for changes to a quote before you accept it.
| Labour | Price per hour |
|---|---|
| Monday to Friday, 8am to 5pm | £120 including VAT (£100 + VAT) |
| All other times, including evenings, weekends and bank holidays | £180 including VAT (£150 + VAT) |
We invoice when the work is complete. Invoices are due on receipt. If an invoice is not paid within 14 days we may charge simple interest at 6% a year above the Bank of England base rate on the overdue amount until it is paid.
For planned work we may ask for a deposit of up to 40% of the quoted price, to cover equipment we order for your job. The quote says how much. Section 6 explains when it is refunded.
If you are a consumer and you agreed the job with us in your home, by phone, by email or online, you can cancel within 14 days of the day the contract was made, for any reason. We will refund everything you have paid, including any deposit, within 14 days of you telling us.
To cancel, tell us clearly by phone, email or letter. You can use the model cancellation form below, but you do not have to.
If you ask us to start work within the 14 days and then cancel, you pay for the work done up to the point you tell us, in proportion to the full price. Once we have finished the work at your request within the 14 days, the right to cancel ends. We will ask you to confirm in writing (a text or email is fine) that you want us to start early.
If you ask us to visit to carry out urgent repairs or maintenance, such as a leak, a breakdown or no heating, the 14-day right to cancel does not apply to that urgent work. It does still apply to any other services or goods we agree to supply on the same visit that are not needed for the urgent repair.
You can still cancel or rearrange planned work before the agreed start date. We will refund any deposit, less our reasonable costs already incurred, such as equipment ordered specifically for your job that the supplier will not take back. We will show you what those costs are.
Please give us at least 48 hours’ notice if you need to cancel or move a visit. If you give less notice, or nobody is there to let us in at the agreed time, we may charge for the wasted visit at our hourly rate.
We may cancel a job before it starts, for example if we cannot get the parts. If we do, we refund everything you have paid.
To Green Plumbers & Heating Services Ltd, 64–66 Lavender Hill, London SW11 5RQ, [email protected]:
I/We hereby give notice that I/We cancel my/our contract for the supply of the following service: ____
Ordered on: ____ Name of consumer(s): ____ Address of consumer(s): ____
Signature of consumer(s) (only if this form is sent on paper): ____ Date: ____
We guarantee our workmanship for 12 months from completing the job. If a fault caused by our work appears in that time, we will put it right at no cost to you. Please tell us as soon as you notice a problem.
New boilers and appliances also come with the manufacturer’s own guarantee, of up to 15 years warranty on boilers. Manufacturers usually require a service every 12 months to keep that guarantee valid. Manufacturer guarantees are given by the manufacturer under their terms.
These guarantees are in addition to your legal rights, not instead of them.
If we break these terms or are negligent, we are responsible for loss or damage you suffer that is a foreseeable result. We are not responsible for loss caused by you not following instructions we gave you, or for faults in parts of your system we did not work on, although we will tell you about any we notice.
We do not exclude or limit our liability where it would be unlawful to do so. That includes death or personal injury caused by our negligence, fraud, and your rights as a consumer to have services carried out with reasonable care and skill.
We are not responsible for delays caused by events outside our reasonable control, such as severe weather, supplier shortages, power failures or illness. We will tell you as soon as possible and agree a new date. If a delay lasts more than 3 months, either of us can end the contract and we will refund anything you have paid for work not done.
If you are not happy, call Lee on 020 8050 5913 or email [email protected]. We will acknowledge your complaint within 2 working days and aim to resolve it within 14 days. If we cannot resolve it, we will tell you in writing which alternative dispute resolution provider covers our work and whether we agree to use it. You can also contact Citizens Advice on 0808 223 1133, or take a claim to the small claims court.
If you are buying from us in the course of a business (for example a letting agent, landlord company or maintenance contractor), sections 6 and 10 are replaced by the following: