Terms of Service

1. About us

These terms govern all plumbing and heating work carried out by FFT Plumbing & Heating ("we", "us"), trading from 28 Running Waters, Brentwood, Essex CM13 2AP. By engaging us to carry out work, you ("the customer") agree to these terms.

2. Quotes & estimates

Written quotes are valid for 30 days and are based on the information you provide. If on-site conditions materially differ (for example, hidden damage, non-standard fittings, additional materials required), we will inform you and agree any change in writing — usually by WhatsApp or email — before continuing.

3. Pricing & payment

• Smaller jobs are payable on completion by bank transfer, cash or card.
• Larger jobs (bathrooms, boiler installs, full heating works) typically require a deposit to cover materials, with the balance due on completion.
• All prices include VAT where applicable.
• Late payment may incur interest at 4% above the Bank of England base rate, in line with the Late Payment of Commercial Debts Act where applicable.

4. Workmanship guarantee

We guarantee our workmanship for 12 months from the date of completion. This covers defects caused by our installation work. It does not cover: damage caused by misuse, third-party tampering, frost damage to outdoor pipework, blocked drains caused by foreign objects, or wear-and-tear of consumable parts.

5. Manufacturer warranties

Parts and appliances we install carry the manufacturer's own warranty, which we will register on your behalf where required. Manufacturer warranties run separately to our workmanship guarantee.

6. Gas Safe work

Gas work is carried out only by our trusted Gas Safe registered sub-contractors. Gas Safe certificates and Landlord CP12s are issued directly by the registered engineer carrying out the work.

7. Access & site conditions

You agree to provide safe access to the working area, a working water supply, electricity, and to remove valuables or fragile items from the immediate work area. We treat your home with care, use dust sheets and tidy up before leaving — but cannot accept liability for pre-existing damage or items not cleared from the area.

8. Cancellation

You may cancel an appointment free of charge by giving us at least 24 hours' notice. Cancellations inside 24 hours, or no-access on arrival, may incur a call-out fee equivalent to one hour's labour. Materials ordered specifically for the job are non-refundable once supplied.

Under the Consumer Contracts Regulations 2013, where work is arranged off-premises (e.g. quoted at your home) you have 14 days to cancel. Where you ask us to start work inside that 14-day window, you may be charged for work carried out up to the point of cancellation.

9. Liability

We hold £5 million public liability insurance. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be limited by law. Otherwise, our total liability is limited to the price paid for the work concerned.

10. Complaints

If you're unhappy with any work, please contact us within 30 days by calling 07955 809 774 or via WhatsApp. We aim to acknowledge complaints within 2 working days and resolve them within 14 days.

11. Governing law

These terms are governed by the laws of England and Wales, and any disputes are subject to the exclusive jurisdiction of the courts of England and Wales.