Terms & Conditions
Plumberoo Ltd. Last updated: October 2026
These terms apply to all plumbing, drainage and heating work carried out by Plumberoo Ltd, and to your use of this website. By booking work with us, accepting a quotation, or using this website, you agree to them.
1. Who we are
Plumberoo Ltd is a company registered in England and Wales (company number 10187354). Gas Safe registration number 630347.
Trading address: Unit 3, Battersea Business Centre, 99-109 Lavender Hill, London SW11 5QL
Registered office: Shms House, 20 Little Park Farm Road, Fareham, Hampshire PO15 5TD
Phone: 020 7315 4150
Email: info@plumberoo.co.uk
2. Definitions
“We”, “us” and “the Company” mean Plumberoo Ltd. “Customer” or “you” means the person, business or organisation requesting or receiving our services. “Services” means any plumbing, drainage, heating or related work we carry out, including reactive callouts, planned maintenance, installations and emergency work. “Quotation” means a written estimate we provide before work starts. “Commercial customer” means any business, company, landlord, letting or managing agent, or other organisation acting in the course of business.
3. Our services
We provide plumbing, drainage and heating services to domestic and commercial customers in London and, by arrangement, elsewhere in England and Wales. This includes repairs, boiler installation and servicing, hot water systems and cylinders, drainage investigations and CCTV surveys, grease trap maintenance, and commercial kitchen drainage. We do not work outside England and Wales.
We offer a 24/7 emergency callout service. Out-of-hours and bank holiday work is charged at higher rates, which we confirm when you book.
4. Quotations and booking
Quotations are valid for 30 days from the date of issue. They are based on the information you give us and what we can see at the time. Concealed defects, inaccessible areas or conditions that were not apparent may mean the price changes, and we will tell you before carrying on.
A booking is confirmed when you accept our Quotation in writing (including by email) or instruct us to proceed. Unless stated otherwise, prices exclude VAT, parking and congestion charges.
Where a survey or quote visit is needed to design the right system (for example a heating controls retrofit), we may charge for that visit. We will tell you before we attend.
5. Appointments and arrival times
First appointments of the day are booked for 8:00am and our engineers aim to be with you at that time. Any short delay beyond this will normally be down to traffic or an unforeseen problem on the way. For later appointments we give an arrival time or window, and we will contact you if we are running late.
Please make sure someone is available to give our engineer safe access at the agreed time. If we cannot get in, or you cancel with less than 24 hours’ notice, we may charge a call-out fee.
6. Access and site conditions
You must provide safe and reasonable access to the work area, and tell us in advance about any known hazards, restricted areas, parking restrictions or security procedures.
For sites that need third-party permits or permission (including Network Rail and similar restricted premises), you are responsible for obtaining written permission before we confirm the booking. We will not attend or start work at those sites without evidence of that permission.
7. Extra work and variations
If we find further issues, or you ask for work beyond the original Quotation, we will give you a revised price before going ahead. The only exception is an immediate safety risk (such as a gas escape or a leak causing active damage), where we may take reasonable steps to make things safe first and will tell you as soon as we can.
8. Charges and payment
Reactive work is charged at our hourly rates, with a minimum charge of one hour and then 30-minute increments. Materials, parking and congestion charges are added where applicable. Commercial reactive visits are capped at two hours unless our office approves more time.
For most domestic customers, payment is due on completion. For larger projects we ask for a deposit of 50% of the Quotation before work starts, and may ask for staged payments. Commercial customers pay on the terms agreed with us, usually 30 days by bank transfer. Payment methods are listed on your invoice.
Late payment may attract interest under the Late Payment of Commercial Debts (Interest) Act 1998 where it applies, and we may pause further work until overdue invoices are paid. If you dispute an invoice, tell us in writing within 14 days of the invoice date, saying which items are in dispute. The undisputed part remains payable.
9. Cancellations
You can cancel a booked appointment without charge with at least 24 hours’ notice. If you cancel an accepted Quotation for materials-led work, we may charge a restocking fee of 25% of the final quotation amount, plus any costs already incurred. Once work has started, you pay for the work completed and materials ordered or used up to that point.
If you are a consumer and we visit your home at your request, you may have a 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you ask us to start work within that period, including emergency work, you will need to pay for the work done up to the point you cancel. Nothing in these terms affects your statutory rights.
10. Materials and parts
Materials we supply remain our property until paid for in full. If you supply your own materials, we are not responsible for defects or unsuitability, though we will tell you if something looks unsuitable before we fit it. If an exact match for an existing fitting is not available, we will use a reasonable equivalent and let you know beforehand where we can.
11. Guarantees and warranties
Our workmanship is guaranteed for 12 months from completion, unless we state a longer period in writing. The guarantee does not cover faults caused by misuse, lack of maintenance, unauthorised changes, or work by others after we have finished, and we give no warranty on components that we retained rather than replaced.
Appliances we install are covered by the manufacturer’s warranty on the manufacturer’s terms. These can include a requirement for annual servicing. As an accredited installer, we can register eligible Worcester Bosch and Vaillant boilers for their extended warranties.
Some work cannot be guaranteed, for example clearing drain and waste blockages, which can recur because of the condition of the pipework or how the system is used. Where we see this, we will explain and note it in our job report.
12. Liability and insurance
We hold public liability insurance appropriate to our services. We are not liable for pre-existing defects, latent faults, or damage from conditions we could not reasonably have identified when surveying or starting work. If we work on behalf of a landlord, agent or other third party, you confirm that you have authority to instruct the work.
Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be limited.
13. Using this website
The content on this website, including text, logos and images, belongs to Plumberoo Ltd or its licensors. You may view it and print pages for your own use, but must not copy or reuse it commercially without our written permission.
We take care to keep the website accurate, but it is provided for general information and does not form a quotation or an offer. Prices and availability are confirmed only in a written Quotation. We are not responsible for the content of external websites we may link to, and we do not guarantee that the site will always be available or free of errors.
14. Your personal information
We use the personal details you give us (such as your name, address, phone number and email) to quote for, carry out and invoice work, to meet legal and safety obligations, and to contact you about your booking. We do not sell your information. For details of how we use and protect it, and your rights under UK data protection law, please see our Privacy Policy or contact us at info@plumberoo.co.uk.
15. General
These terms are the whole agreement between you and us about the services and replace any earlier discussions or understandings. We may update them from time to time. Updated terms apply to bookings made after they are published on this website. If any part of these terms is found to be unenforceable, the rest stays in force. If we choose not to enforce a right on one occasion, that does not stop us doing so later.
These terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction, although if you are a consumer living elsewhere in the UK you may also bring proceedings in your local courts.
16. Complaints
If something has not gone as it should, please tell us by email at info@plumberoo.co.uk or call 020 7315 4150, giving the job address and date, and we will aim to respond promptly.