Terms and conditions

Name: Hoyle Plumbing and Heating
Telephone: 01903 892 775

Our Terms and Conditions explain the rules and guidelines for using our services.

Hoyle Plumbing and Heating Services Limited

Last updated: 11 September 2026

These Terms & Conditions apply to all quotations, bookings, installations, repairs, servicing and other plumbing and heating services provided by Hoyle Plumbing and Heating Services Limited (“we”, “us”, “our”) to customers (“you”, “the customer”).

1. Quotations & Estimates

All quotations are based on the information available to us at the time of quotation.
Quotations will normally remain valid for the period stated on the quotation. If no period is specified, we reserve the right to review the quotation if circumstances, labour costs or material prices change.
A quotation may need to be revised if additional work, concealed defects or unforeseen issues are discovered once work has commenced.
Estimates are not fixed-price quotations unless specifically confirmed in writing.
Any additional work will, where reasonably practical, be discussed and agreed with you before it is carried out.

2. Booking & Cancellation

A booking is considered confirmed once agreed by both parties.
We ask customers to provide as much notice as possible if an appointment needs to be cancelled or rearranged.
We reserve the right to charge for appointments cancelled at short notice or where we are unable to gain access to the property, where such a charge has been notified to you in advance.
Any cancellation rights that apply to consumers under UK law will remain unaffected.

3. Payment

Payment is due in accordance with the terms stated on your quotation or invoice.
Unless otherwise agreed in writing, payment is due upon completion of the work.
For larger projects, staged payments or deposits may be required and will be agreed before work begins.
We reserve the right to suspend further work where an invoice remains unpaid beyond the agreed payment terms.
You must not withhold payment for completed and satisfactorily performed work because of unrelated works or disputes.

4. Materials & Equipment

We will use suitable materials and equipment appropriate for the work being undertaken.
Where a specific make, model or product has been quoted, we will endeavour to supply that item. If it becomes unavailable, we may offer a suitable alternative for your approval.
Materials remain our property until payment has been received in full where permitted by law.

5. Plumbing, Heating & Boiler Work

Boiler installations, repairs, servicing and heating work will be carried out in accordance with applicable UK legislation, regulations, manufacturer requirements and relevant industry standards.
We will provide advice based on the condition of the existing system and the information available to us.
Existing systems may contain defects, corrosion, unsuitable pipework or other issues that are not apparent until work begins.
Where an existing system requires additional work to operate safely or correctly, we will explain the issue and provide advice or a revised quotation where appropriate.
We cannot guarantee the performance of existing equipment, pipework, radiators or other components that we have not supplied or replaced.

6. Bathroom Installations & Project Management

Where we undertake a complete bathroom installation, we may coordinate multiple trades and stages of work, including plumbing, electrical work, plastering, tiling and other associated services.

We will endeavour to coordinate the project efficiently and keep you informed of significant changes.
Project timescales are estimates unless a completion date has been specifically agreed in writing.
Delays may occur due to material availability, unforeseen building conditions, other trades, customer decisions, access issues or circumstances outside our reasonable control.
Where specialist subcontractors are used, their work will be coordinated as part of the project where agreed.

7. Customer Responsibilities

You agree to:

Provide safe and reasonable access to the property and the areas where work is required.
Ensure we are informed of any known issues, hazards, asbestos, previous works or relevant property information that may affect the work.
Provide access to water, electricity, heating controls and other services where reasonably required.
Obtain any permissions, landlord approvals, planning permissions or building-related consents that are your responsibility, unless otherwise agreed.
Remove valuable, fragile or personal belongings from the working area where reasonably practical.

8. Unforeseen Work

During plumbing, heating, bathroom or building-related work, concealed problems may be discovered, including damaged pipework, leaks, poor previous workmanship, structural issues or other defects.

Where such issues affect the safe or proper completion of the work, we will notify you where reasonably possible. Additional work and associated costs may apply where you request us to rectify such issues.

9. Workmanship & Guarantees

We aim to provide all work to a high professional standard.
Any workmanship guarantee offered will be confirmed in writing.
Manufacturer warranties on boilers, appliances, components or other products are subject to the manufacturer's individual terms and conditions.
Guarantees may not cover faults caused by misuse, accidental damage, unauthorised alterations, lack of maintenance, freezing, system contamination or other circumstances outside our control.
Nothing in these Terms & Conditions limits or excludes any statutory rights you have as a consumer.

10. Damage & Making Good

We will take reasonable care while carrying out work. However, some plumbing, heating and bathroom work may require access through existing walls, floors, ceilings or finishes.

Unless specifically included within the quotation, decorative making-good, painting, decorating or replacement of finishes may not be included.

We will not be responsible for pre-existing damage, defective materials supplied by others or problems caused by previous workmanship, except where liability cannot legally be excluded.

11. Electrical & Specialist Works

Where electrical, gas, building or other specialist work is required, the appropriate qualified person or specialist contractor will undertake the relevant work where applicable.

We will not undertake work outside our qualifications, registrations or competence.

12. Emergency Call-Outs

For emergency plumbing or heating work, our priority is to make the situation safe and minimise further damage.

Emergency call-outs may be subject to different pricing, including out-of-hours rates where applicable. Any applicable charges will be explained to you where reasonably practical before work is undertaken.

13. Complaints

We aim to resolve any concerns quickly and fairly.

If you are unhappy with any aspect of our service, please contact us as soon as possible and provide details of the issue. We will investigate the matter and, where appropriate, agree reasonable steps to resolve it.

14. Limitation of Liability

Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded.

Subject to the above, we will not be responsible for losses caused by circumstances outside our reasonable control or for indirect or consequential losses where permitted by law.

15. Events Outside Our Control

We will not be liable for delays caused by circumstances beyond our reasonable control, including severe weather, flooding, shortages of materials, supplier delays, industrial action, utility failures, emergencies or other unforeseen circumstances.

We will endeavour to keep you informed and resume work as soon as reasonably possible.

16. Data Protection

We will handle customer information in accordance with applicable UK data protection legislation. Personal information will be used where necessary to provide quotations, arrange appointments, carry out work, process payments and communicate with customers.

For further information, please refer to our Privacy Policy.

17. Consumer Rights

Nothing in these Terms & Conditions is intended to remove or restrict your rights under applicable UK consumer protection legislation.

Where you are a consumer, statutory rights relating to services and goods supplied will continue to apply.

18. Changes to These Terms

We reserve the right to update these Terms & Conditions from time to time. The Terms applicable to your work will normally be those in effect and provided to you at the time your quotation or booking is accepted.

19. Governing Law

These Terms & Conditions are governed by the laws of England and Wales. Any disputes will be subject to the jurisdiction of the courts of England and Wales, where applicable.

20. Contact