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1. Introduction

These are Good at Boilers & Plumbing Ltd’s Terms & Conditions. They tell you:

  • The rules for using our services

  • What you can expect from Good at Boilers & Plumbing Ltd

  • Your rights and responsibilities


2. When These Terms Apply

It is your responsibility to ensure you read these terms before using our services. By using our services, you are agreeing to these terms.

The latest version always applies, and we’ll usually only make updates when we offer a new service, change how we provide a service, or have to comply with a new legal requirement.


3. Our definition of “Services”?

Anything offered by Good at Boilers & Plumbing Ltd, across all the trades we cover (Plumbing, Heating, Drains, Bathrooms, Electrics, Carpentry, Appliances, Roofing, Building, Emergencies and Commercial):

  • Enquiries

  • Estimates

  • Project Work (on and off site)

  • Repairs

  • Installations

  • Emergency Call Outs

  • Servicing

  • Guarantees


4. Terminology

For the purpose of these terms & conditions the following words have the following meanings:

  • “Us/We/Our” refers to Good at Boilers & Plumbing Ltd Plumbers Limited.

  • “You” refers to you: the customer (the person or organisation for whom we agree to carry out work and/or supply or materials).

  • “Tradesperson/tradespeople” refers to the representative(s) appointed by Good at Boilers & Plumbing Ltd to carry out work.

  • “images” refers to pictures, photos etc of work carried out and completed.

We reserve the right to refuse or decline to undertake any work. We reserve the right, at our absolute discretion, to designate the tradesperson/tradespeople who will represent us.

We reserve the right to terminate work if a tradesperson is mistreated, abused or threatened in any way, at which point all works carried out will require immediate payment in full.  Only  a judge could decide if there was a breach of contract and the level of damages in a civil case.

5. Hourly Rate Work

The total charge to you will consist of the cost(s) of:

  • Labour (the amount of time spent by the tradesperson carrying out work) including all reasonable time spent in obtaining non-stocked materials, charged in accordance with our current hourly rates.

  • Materials supplied by us (not exceeding the trade purchase price of materials +25% markup).

You will only be charged for the time spent related to your work. All other time, i.e. lunch breaks, is non-chargeable.


6. Fixed Price Work

The total charge to you will be given as a firm cost (manifest errors exempted), inclusive of labour & materials, and will be within 10% over the equivalent total hourly rate cost.

Where a written quotation has been supplied to you, the total charge outlined in the quotation should not exceed the actual time taken by more than 20%, but may be revised in the following circumstances:

  • If, after submission of a quotation, you instruct us (in writing or verbally) to carry out additional work not referred to in the quotation.

  • If, after submission of a quotation, there is an increase in the price of materials.

  • If, after submission of a quotation, it is discovered that further work needs to be carried out which were not anticipated when the quotation was prepared.

  • If, after submission of a quotation, it is discovered that there was a manifest error when the quotation was prepared.

  • Requirement of a detailed Insurance Report (in addition to the quotation and invoice) will incur a nominal charge of £45.00 + admin costs £45, total £90

We will not be under any obligation to provide a quotation to you and will only be bound by a quotation given in writing to you and signed by an authorised representative. We will not be bound by any quotations given orally or in which manifest errors occur.


7. Offers & Incentives

On an ongoing basis, at our discretion, we promote a selection of offers and incentives, these will be clearly defined including any specific terms & conditions. Offers and incentives may only be used in conjunction with each other at our discretion.

This includes computer aided design (CAD) conceptual artwork for bathrooms.


8. Material Collection

Collection of non-stock items is chargeable, however:

  • Time taken will be kept reasonable and minimal.

  • If the collection time is likely to exceed 55 minutes you should be additionally informed of the circumstances.

  • If two operative are on site then Only one tradesperson will to leave the job to collect required materials/parts.


9. Invoices & Payment

Upon your agreement for us to carry out estimated or PreBooked work, a deposit payment of 50% of the total is payable immediately. Failure to pay may result in suspension of works at further cost to you.

Upon satisfactory completion of work you will be invoiced, for which payment is due within 14 days from the date of the invoice. Good at Boilers & Plumbing Ltd reserves the right to accrue and charge interest on any part of an invoice which remains unpaid at a rate of 3% over the base rate until payment is received by us in full.

You accept sole liability to make payment in full, unless you disclose when initially instructing us, to carry out work and/or supply materials that you are acting on behalf of a third party.


10. Timekeeping

Where the date and/or time for work to be carried out is agreed, we will use reasonable endeavour to ensure that the tradesperson attend accordingly. We accept no liability in respect of the non-attendance or late-attendance on site of the tradesperson, or for the late or non-delivery of materials.

However, this does not affect your statutory rights.

We will not be liable for any delay, or for the consequences of any delay, in performing any of our obligations if such delay is due to any cause beyond our reasonable control, and we will be entitled to a reasonable extension of the time for performing such obligations.  This is known as force majeure.



11. Cancellation

If you need to cancel (or rearrange) your booking, you must notify us (preferably by telephone) by the end of the working day before the previous days scheduled booking, ie a minimal 24hours notice. Cancellations made further in advance should also be made by telephone, and you should request written confirmation from us, so that you are not liable to be charged.

If you cancel your instructions more immediately prior to work being carried out, or materials being supplied, you will be liable for the reasonable cost of any time and materials incurred by us, together with the profit that would have been made by us, in accordance with the original instructions. Cancellations of some works, which have involved planning and clerical time etc, may incur a separate cancellation fee.


12. Satisfaction

Good at Boilers & Plumbing Ltd are committed to providing professional, top quality service to every customer. If, after we have carried out the work, you are not wholly satisfied with our service(s) you must provide us with written notice within 12 months. You must allow us, and our insurers, the opportunity to both inspect and carry out remedial work where appropriate. If you fail to notify us, as outlined above, then we will not be liable in respect of any defects in the work carried out.  However, this does not affect your statutory rights under the Consumer Rights Act 2015


13. Guarantee

For your peace of mind, we provide a 12 month guarantee on labour carried out by a Good at Boilers & Plumbing Ltd tradesperson, in respect of faulty workmanship only. This is not an insurance back scheme. This is active from the date of completion of work, in addition to any manufacturer’s warranty/warranties.

The guarantee will become null & void if the work/appliance completed/supplied by us is:

  • Subject to misuse or negligence.

  • Repaired, modified or tampered with by anyone other than a Good at Boilers & Plumbing Ltd tradesperson. We will accept no liability for, or guarantee suitability, materials supplied by you & will accept no liability for any consequential damage or fault.

  • You consent to our operatives taking photographs of work in progress on site which are images that of your property.

We will not guarantee any work in respect of:

  • Blockages in waste or drainage systems.

  • Any work undertaken on instruction from you and against the written or verbal advice of the tradesperson.

Work is only guaranteed in respect of work directly undertaken by us and full payment having been made. Any non-related faults arising from recommended work which has not been undertaken by us will not be guaranteed.

Where we agree to carry out work on installations of inferior quality (or over ten years old) no warranty is given in respect of such work and we accept no liability in respect of the effectiveness of such work or otherwise.


14. Liability

We will only be liable for rectifying our own guaranteed work, and will not be held responsible for any ensuing damage or claims resulting from other work overlooked or subsequently requested and not undertaken at the time.

We will not be held liable or responsible for any damage or defect resulting from work not fully guaranteed, or where recommended work has not been carried out. Work will not carry a guarantee where you have been notified by the tradesperson either verbally or indicated recommendations or comments/reports.

We shall not be held liable for any delay, or consequences of any delay, in performing our obligations if such a delay is due to any cause beyond our reasonable control and we shall be entitled to reasonable time extensions.

We will be entitled to fully recover the costs or damages from any tradesperson whose negligence or faulty workmanship makes us liable to pay for those damages or rectification of work.

You will be solely liable for any hazardous situation in respect of the Gas Safe Regulations or any Gas Warning Notice issued by a Good at Boilers & Plumbing Ltd tradesperson. Our tradespeople operate under their own individual Gas Safe Registration and, as such, are solely responsible for any gas related work and subsequent liability.


15. Title to Goods 

Goods supplied and delivered by us to you, or your premises, shall remain our property until paid for by you in full. Whilst goods remain our property we have the absolute authority to:

  • Retake, sell or otherwise deal with or dispose of all or any part of these goods. 

  • Seek a court injunction to prevent you from selling, transferring or otherwise disposing of such goods.

The risk in such goods will pass to you on delivery to you. You must insure them at replacement value, and if asked you must produce evidence that they are properly insured.


16. General

These terms and conditions may not be released, discharged, supplemented, interpreted, varied or modified in any manner except by an instrument in writing signed by a duly authorised representative and you. Our terms and conditions will prevail over any terms and conditions used by you or contained, set out or referred to in any documentation sent to us by you. By entering into a contract with us you agree irrevocably to waive the application of any of these terms and conditions.

These terms and conditions, and all contracts awarded between us and you, shall be governed and construed in accordance with English Law and shall be subject to the exclusive jurisdiction of the English Law.

Good at Boilers & Plumbing Ltd registered Limited company incorporated in England and Wales with registered number: 10449527

Our registered office and main trading address is: Good at Boilers & Plumbing Ltd House, 47 High Street, Barnet, Herts, EN5 5UW


Which? Trusted Trader Complaints Policy and ADR

Complaints -

The business always endeavours to provide the best service for every customer. However, on rare occasions, there may be times where a customer may not be completely satisfied. To ensure the business is able to put things right as soon as possible, please read our complaints procedure below. The business will then be able to respond promptly to ensure complete satisfaction.

As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and the high standards the business aims to achieve.

In the unlikely event there is anything you are not completely satisfied with, please contact the business so the problems can be rectified as soon as possible.

Our Procedure –

Either call, email or write to us (*please request proof of receipt if posting). The business aims to respond within 5 days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised.

Where the business is unable to resolve your complaint using the business complaints procedure, as a Which? Trusted Trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event that the business cannot remedy your complaint to your satisfaction you may wish to refer your complaint to them. If you wish to do so please contact Which? Trusted traders in the first instance on 0117 456 6031.

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