Terms & Conditions
These Terms & Conditions apply to all work carried out by Defender Plumbing, a trading name of DEFENDER NETWORK SOLUTIONS LTD (Company No. 16422145).
By booking an appointment, requesting attendance, or permitting work to commence, you agree to these terms in full.
1. Pricing & Charge Structure
All work is charged on a time and materials basis unless otherwise agreed in writing.
- Standard labour rate: £98 for the first hour on site.
- Additional time: £49 per additional 30 minutes (pro-rata, billed in 30-minute increments).
- Emergency / out-of-hours: if offered, pricing will be confirmed at the time of booking and is subject to availability.
- Materials: charged at cost + 25% handling and procurement.
Time is measured from arrival on site to completion of works (including fault-finding, isolation/drain-down where required, reinstatement, and making good the immediate work area).
2. Estimates, Diagnosis & Older Plumbing
Many properties contain older or altered plumbing systems. Until fittings are exposed and systems are isolated/drained, it is not always possible to accurately predict time, cost, or the full scope of work.
If additional faults, complications, or safety concerns are discovered once work has commenced (including corroded pipework, seized valves, incompatible fittings, unsafe installations, concealed leaks, or previous poor workmanship):
- You will be informed as soon as reasonably possible.
- The issue and available options will be explained.
- No additional work will proceed without your agreement (verbal agreement is sufficient).
- Any additional time and materials required will be chargeable at the rates above.
3. Payment Terms
Payment is due on completion of works and before the engineer leaves site, unless otherwise agreed in writing.
- Accepted methods: bank transfer or card.
- Cash is not accepted.
- Invoices or receipts are provided electronically.
Non-payment may result in recovery action and may include debt collection fees, court costs and statutory interest.
4. Call-Outs, Abortive Visits & Access
If access cannot be gained, or the job cannot proceed due to site conditions, safety concerns, lack of authority, lack of water isolation, or customer decision:
- The first hour charge (£98) remains payable once attendance has been made.
- Any time spent on site beyond the first hour is chargeable at £49 per 30 minutes.
- If an emergency booking is cancelled after dispatch, time incurred remains chargeable.
5. Hidden Defects & Existing Installations
Plumbing systems are often concealed and may contain pre-existing defects.
Work is limited to the agreed repair/replacement scope. No guarantee can be given on the wider existing installation beyond the section worked on, especially where systems are aged, previously modified, or non-compliant.
6. Customer-Supplied Materials
Where customer-supplied parts are fitted:
- No warranty is provided on the supplied item.
- Labour time is chargeable regardless of part failure or incompatibility.
- Return visits are chargeable.
7. Guarantees & Liability
Workmanship is guaranteed for 12 months on installed parts supplied by Defender Plumbing.
This does not cover:
- Pre-existing system defects
- Blockages caused by misuse or inappropriate items
- Third-party alterations or interference
- General system failure outside the repaired area
Liability is limited to the value of the works carried out.
8. Cancellations
Cancellations with less than 24 hours’ notice may be charged at the first hour rate (£98).
Where an emergency booking is cancelled after dispatch, time incurred remains chargeable.
9. Safety & Compliance
Work will not be carried out on unsafe systems, illegal installations, or gas appliances.
Defender Plumbing undertakes plumbing works only. No gas, boiler or electrical certification is provided.
10. Data & Communications
Communication is handled by phone call. If any photos or written information are voluntarily provided by the customer (e.g. via SMS), they may be retained for job records and dispute resolution.
Your contact details will never be sold or shared.
11. Governing Law
These terms are governed by the laws of England & Wales.
By requesting attendance, you confirm that you have read and accepted these Terms & Conditions.