The Small Print, Written Plainly

Who we are

IMPECC LTD, trading as Impeccable Plumbers.

• Company number: 13326328 (registered in England and Wales)
• Registered address: Suite 9, Lonsdale Gate, Lonsdale Gardens, Tunbridge Wells, Kent, England, TN1 1NU
• Email: hello@impecc.uk
• Telephone: 0800 772 0550
• VAT number: [VAT NUMBER, OR DELETE THIS LINE IF NOT REGISTERED]

In these terms, "we", "us" and "our" means IMPECC LTD. "You" means the person or business instructing us.

Quotes, estimates and free assessments

Quotes are fixed prices for clearly defined work. A quote is valid for [30] days unless we say otherwise, and the price will not change unless the scope of work changes or something is found that could not reasonably have been identified beforehand.

Estimates are our best assessment of likely cost based on the information available. They are not fixed prices. Where work is charged on a time and materials basis, we will tell you our rates before starting.

Free online picture assessments are provided as a guide only. An assessment based on photographs cannot account for conditions that are not visible in the image, such as the state of pipework behind a wall or under a floor. Any price or advice given from photographs is indicative and subject to confirmation on site. We will always tell you before proceeding if the position on site differs from what the photographs showed.

If additional work is needed once we begin, we will stop, explain the position, and obtain your agreement to the additional cost before continuing — except in an emergency where immediate action is needed to prevent injury or further damage to the property.

Booking and access

When you book, please ensure that:

• Someone aged 18 or over is present to give access, unless we have agreed otherwise
• We have safe and reasonable access to the work area and to the water supply and stopcock
• Fragile or valuable items are moved from the work area beforehand
• We are told about any known hazards, including asbestos, unsafe electrics or structural problems

We will take reasonable care in your property and clear the work area on completion. We are not responsible for pre-existing defects, or for damage arising from a hazard we were not told about.

If we attend at the agreed time and cannot gain access, or the work cannot proceed for a reason outside our control, we may charge a call-out fee to cover the visit.

Emergency call-outs

Where you request an emergency attendance, we will tell you the applicable call-out rate before we travel. Emergency work is charged from the time we arrive.

The immediate priority in an emergency is making the property safe and stopping further damage. A permanent repair may require a return visit, parts that are not immediately available, or work by another trade. We will tell you clearly what has been done, what remains outstanding, and what it will cost before carrying out any permanent repair.

Prices and payment

• All prices are in pounds sterling.
• [Prices include VAT at the current rate. / We are not currently VAT registered, so no VAT is charged.]
• Payment is due [on completion of the work / within 14 days of our invoice] unless we have agreed different terms in writing.
• For larger works we may ask for a deposit or staged payments, which will be set out in your quote.
• We accept [payment methods].

If an invoice is not paid on time, we may charge interest and reasonable recovery costs in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 where the customer is a business. For consumers, we may charge interest at [4]% above the Bank of England base rate on overdue amounts.

Materials supplied remain our property until paid for in full.

Your right to cancel

If you are a consumer and the contract was made away from our premises — for example over the telephone, by email, through our enquiry form, or at your home — you have the right to cancel within 14 days of the contract being made, without giving a reason.

To cancel, tell us in writing at hello@impecc.uk or by post to the address above. We will refund any payment received within 14 days of being told.

Important: if you ask us to begin work during the 14 day cancellation period, and you then cancel, you must pay for the work carried out up to the point of cancellation. If the work is fully completed within that period at your express request, you lose the right to cancel. We will make this clear before starting any work inside the cancellation period.

If you are a business customer, the statutory cancellation right does not apply. Cancellation terms will be as set out in your quote.

If you need to reschedule, please give us as much notice as possible. Cancellation with less than [24] hours' notice may incur a charge.

Our workmanship and your rights

We will carry out all work with reasonable care and skill, by suitably qualified and insured plumbers, in accordance with the Consumer Rights Act 2015.

Workmanship guarantee. Our labour is guaranteed for [12 months] from the date of completion. If a fault arises from our workmanship within that period, we will return and put it right at no charge.

Parts and materials. Parts we supply carry the manufacturer's warranty, which we will pass on to you. Where you supply your own parts or fittings, we cannot guarantee them and our guarantee covers our installation work only.

What the guarantee does not cover:

• Fair wear and tear
• Damage caused by misuse, accident, freezing, or by work carried out by others
• Pre-existing faults in a system we were not asked to work on
• Blockages caused by items that should not have entered the system
• Problems arising from a temporary repair you were told was temporary

If something is not right, tell us as soon as possible so we can inspect it and put it right. Nothing in these terms affects your statutory rights.

Liability

We hold public liability insurance. Details are available on request.

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 or damage that was not foreseeable at the time the contract was made.

We do not limit or exclude our liability in any way for:

• Death or personal injury caused by our negligence
• Fraud or fraudulent misrepresentation
• Any matter for which it would be unlawful to limit or exclude liability

Where you are a business customer, we are not liable for loss of profit, loss of business, business interruption, or loss of anticipated savings, and our total liability for any claim is limited to the value of the work carried out under the relevant contract.

We are not liable for delays or failure to perform caused by events outside our reasonable control, including severe weather, road closures, supplier failure, or interruption to utilities. If such an event occurs, we will contact you as soon as possible and agree a revised time.

Complaints

If you are unhappy with any part of our service, please contact us first so we have the opportunity to put it right.

Email: hello@impecc.ukTelephone: 0800 772 0550

We will acknowledge your complaint within [5] working days and aim to resolve it within [28] days. If we cannot resolve matters between us, you may be able to refer the complaint to an alternative dispute resolution provider or take the matter to court.

Website use

The content of this website is owned by us and our licensors. You may view and print pages for your own use, but you may not copy, reproduce or republish any content, including images, without our written consent.

We take care to keep the information on this site accurate and current, but we do not warrant that it is complete or error free. Prices, service descriptions and availability may change.

Data protection

We handle personal information in accordance with our Privacy & Cookie Policy, which forms part of these terms.

Changes to these terms

We may update these terms from time to time. The version that applies to your job is the version in force on the date you instructed us. Any changes will be posted on this page with a revised date at the top.

Governing law

These terms are governed by the law of England and Wales, and any dispute will be subject to the non-exclusive jurisdiction of the courts of England and Wales.

Contact us

IMPECC LTD, trading as Impeccable PlumbersSuite 9, Lonsdale Gate, Lonsdale Gardens, Tunbridge Wells, Kent, England, TN1 1NU

Email: hello@impecc.ukTelephone: 0800 772 0550Office hours: Monday to Sunday, 8am to 6pm