T&Cs

Terms and conditions

These terms apply to all contracts and agreements for the supply of products and services by Central Plumbing LTD to customers 

  • About Central Plumbing LTD
    1. Central Plumbing LTD, registered in England and Wales 1248476. 
    2. Registered office: Sessile Court, 7A Dickinson’s Place, London, SE25 5FL.
    3. Contact via phone/WhatsApp 07881 488 333
    4. Contact via email lh@centralplumbing.info 

  • Payments and Order Confirmation  
    1. Central Plumbing LTD will provide a quotation in writing which will specify the services to be supplied, the fees payable and any specialist requirements.
    2. The customer will notify the Central Plumbing LTD if they do not agree with the contents of the quotation.
    3. A deposit will be required prior to confirmation of works.
    4. If Central Plumbing LTD is unable to accept your order, we will inform you in writing and return your deposit within 14 days .  You will not be entitled to any compensation or price deductions as a result of us not being able to accept your order.
    5. Additional deposits or phasing of payments will be agreed with customers as required.
    6. Central Plumbing LTD will confirm acceptance of an order in writing, at which point a contract will exist between Central Plumbing LTD and the customer
    7. Central Plumbing LTD will provide the following information in writing
      1. Specification of works and total costs
      2. Confirmation of date works will commence
      3. An order number  
    8. Central Plumbing LTD will strive to complete services within estimated timeframes. There will be provision for delay in the event of unforeseen circumstances, agreed variations to works and other factors outside Central Plumbing LTD control
    9. An invoice will be issued for services rendered on completion of works
    10. If the final completion of works is delayed through no fault of Central Plumbing LTD, we reserve the right to invoice for works completed to date, whilst leaving a retainer to the customer for works outstanding.
    11. Accounts must be settled within 10 working days of the invoice date
    12. Overdue payments may accrue charges of 10% per annum on the Bank of England base rate
    13. Method of payments:

Credit and Debit Card (except for American Express) – a 3% charge may apply

Sort Code: 041450 

Account No.: 19357404 

Account Holder: Luke Hall 

SWIFT: CLRBGB22 IBAN: GB25CLRB04060519357404 

Electronic or internet bank transfer 

Account name: Tide Bank 

Sort Code: 040605 

Account No.: 19357404 

Account Holder: Central Plumbing Ltd

Cash/stable coins accepted ( Please call to discuss payment in cash)

  • General
      1. Central Plumbing LTD will only accept orders from addresses within the UK.
      2. The images of the products on our website, marketing material and social media platforms are for illustrative purposes only. There may be some variation in reality. 
      3. Central Plumbing LTD retains ownership of products until payment has been received in full. The customer agrees to full and unrestricted access to properties to collect products where payment is not made in full.
      4. Central Plumbing LTD will agree delivery dates with customers in advance. Delivery arrangements will be confirmed via telephone, text, WhatsApp or email. 
      5. Central Plumbing LTD guarantees that all engineers completing Gas works have Gas Safe Licences and their own public liability insurance. 
  • Central Plumbing LTD Obligations and responsibilities 
      1. Central Plumbing LTD are committed to providing all quotes and specifications of works in good faith based on information provided by the customer. 
      2. Central Plumbing LTD will complete all works to conform to current building regulations and relevant British Standards..
      3. Central Plumbing LTD will complete all works using reasonable care and skill to a high quality.
      4. Central Plumbing LTD does not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products.
      5. All existing equipment, including but not limited to; pipework, valves, radiators should all be in working order. If they have been poorly installed or have become faulty any such failure or consequential damage is in no way the responsibility of Central Plumbing LTD (irrespective of if an engineer working on behalf of Central Plumbing LTD has touched them or not).
      6. Central Plumbing LTD only supplies products for domestic, light commercial and private use and will not accept any liability if products are being used outside of this scope.
      7. Whilst reasonable care is taken the Central Plumbing LTD accepts no liability for any damage to plaster work, decorations, flooring, cupboards, worktops etc, which may be consequent upon the carrying out of the work detailed. Any cuts or holes made to allow for equipment will be made good but not permanently finished, re-decorated nor painted. Should any repairs to brickwork be necessary, standard bricks will be used, if an exact match is required please ensure that these are provided by yourself and readily available for the engineer to use on the day.
      8. Floor boards will be reinstalled where possible. However if required to be taken up, special or laminated floors will not be permanently re-fixed. Any carpets which have to be lifted will be re-laid to the best of our engineer’s ability, however Central Plumbing LTD cannot be held responsible for carpets which have been nailed or glued down.
  • Customer obligations and responsibilities 
      1. All customers of Central Plumbing LTD must be 18 or over.
      2. Customers are required to ensure a decision maker over the age of 18 is present at the property at the scheduled time of delivery/works.
      3. Customers must be the owner of the property detailed in the quotation, or have explicit permission from the property owner for works detailed in the quotation to be completed.
      4. Customers are responsible for providing true, accurate and complete information and photographs regarding the property and the works required.
      5. Customers are to be aware that any changes to information provided, or inaccuracies of information may result in additional costs, changes in recommended products and alterations in expected timeframes.
      6. Customers must notify Central Plumbing LTD if any of the information provided within the quotation changes.
      7. Customers are responsible for obtaining all necessary permissions and consents which may be required before the commencement of services.
      8. Customers are responsible for notifying Central Plumbing LTD of any restrictions, special information or requirements of the local area which may restrict egress or deliveries. Including but not limited to
        1. Steep stairs
        2. Stairs longer than 20 steps
        3. Parking restrictions
        4. Carrying distances of more than 20m 
      9. Customers are required to cooperate with Central Plumbing LTD by:
        1. Providing information where reasonably required
        2. Complying with requirements specified in the service specification or otherwise agreed between parties 
        3. Removing any items from the areas of the property where Central Plumbing LTD will be providing services
        4. Ensuring clear, uninterrupted, safe and easy access to all areas of the property required to fulfil the specification of works 
        5. Allowing access to the property as agreed
        6. Being present at the property to accept deliveries at specified and agreed times
        7. Complying with all reasonable requests made by Central Plumbing LTD 
      10. Customers are responsible for products from the time of delivery to the property. 
      11. Customers are expected to take responsible care and responsibility for equipment left in the property when Central Plumbing LTD is not present. 
  • Changes to costs/Specifications of works
    1. All quotations are made in good faith, based on information provided by the customer. 
    2. If any matters arise that would not be included in the fixed price, Central Plumbing LTD will adjust quotations based on additional services deemed necessary. 
    3. Adjustments will be provided in writing.
    4. Customers must notify Central Plumbing LTD immediately if they do not agree to proposed adjustments.
    5. In the event that any adjustments to the quotation are not agreed to, customers may end the contract before the adjustment takes effect and receive a refund for any products paid for but not received. 
    6. Where such changes are due to inaccuracies, untruths or incompleteness in any of the information provided by the customer, Central Plumbing LTD may make a proportionate deduction from the price.
    7. Customers should notify Central Plumbing LTD of any changes they would like to make to an order. 
    8. Central Plumbing LTD will confirm if the requested changes are possible and notify the Customer of any alterations to costs, timing, supply or any other necessary adjustments required to accommodate the requested change. 
    9. Central Plumbing LTD reserves the right to require you to sign a document to confirm your agreement to any changes to the contract.
    10. Central Plumbing LTD may make minor changes products to:
      1. reflect changes in relevant laws and regulatory requirements; or
      2. implement minor technical adjustments and improvements. 
    11. These changes will not affect your use of the product.
    12. Central Plumbing LTD will carry out an assessment of your property to verify the information provided to ensure that the products can be installed using standard installation equipment
    13. If installation equipment is insufficient and we cannot install the products on the original date, we will explain the reasons for this and discuss alternatives with you including delays to the installation which may be necessary.
    14. In these circumstances you will not be compensated for any time off work, loss of earnings, childcare costs or any other costs.
    15. Reasons for changes to quoted costs or specifications:

Change of product cost

If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. If the product’s correct price at your order date is higher than the price stated, we will contact you for your instructions before we accept your order. 

If we accept and process your order where a pricing error is obvious and unmistakable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any products provided to you.

Access and deliveries 

If you do not allow us access to your property to perform the installation services as arranged (and you do not have a good reason for this) we may charge you additional costs incurred by us as a result. If, despite our reasonable efforts, we are unable to contact you or re-arrange access to your property we may end the contract.

The costs of delivery are included in the quotation. Additional journeys to and from your property due to inaccuracies, untruths or incompleteness in any of the information which you provided to us may be charged for additionally.

Incorrect information 

Customers must understand that prices quoted are based on the assumption that all  existing; structures, materials, pipework, gas supply, water supply, electrics, connected appliances, fixtures and fittings are of good condition and in full working order with no defects.

If any asbestos related materials are found at the property, we will either cancel the contract with you or postpone the installation until the material has been professionally removed and a Clean Air Certificate has been provided. No compensation of deductions will be made for the delay or if it is confirmed at a later date that there are no asbestos related materials present.

The installation services required are in excess of or more complicated than originally set out in the quotation and this could not reasonably have been foreseen when providing the quotation.

Adjustments specific to boiler installations 

The length of the flue required to install the boiler is more than one (1) metre in length

The gas supply is not safe 

To meet regulations the installation requires the upgrade of components that were not pre-selected and included in the fixed price. These components include but are not limited to zone valves, header tanks, pumps, controllers, hot water cylinders and gas runs in excess of 3 metres.

Central Plumbing LTD will also carry out a gas soundness test to check that the gas supply is safe. If there is a leak or defect within the existing gas pipe work we are required to condemn the supply, or take steps to make the supply safe or repipe the supply prior to installation being carried out. 

3rd party delays

Central Plumbing LTD are reliant on supply of products from third party manufacturers. If supply of the products is delayed by an event outside our control, including a failure on behalf of our third party then we will contact you as soon as possible and take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event

  • Installation of Boilers 
      1. Before the boiler is installed, Central Plumbing LTD will drain the existing system where necessary and any visible redundant materials will be disconnected and taken away from your property.
      2. Central Plumbing LTD will carry out a gas soundness test to check that the gas supply is safe and sound. 
      3. If there is a leak or defect within the existing gas pipe work,  Central Plumbing LTD are required to condemn the supply, or take steps to make the supply safe or repipe the supply prior to installation being carried out. This work may be charged for in addition to the quotation price. 
      4. Access requirements:
        1. Any external areas of the property required for installation must be easily reached safely using ladders of 7m in length. If access to the property exterior cannot be safely accessed using 7m ladders, then scaffolding or other access equipment may be retired, this must be arranged and paid for by the customer and is not included in the fixed price 
        2. If works require loft access, the loft must have a fixed light, a fixed ladder and sufficient boarding. 
      5. Central Plumbing LTD will always try to terminate the condensate pipe from the boiler internally to avoid freezing. Where this is not possible, we will take the pipe outside to the nearest drain using the appropriate sized pipe work. Soakaways and condense pumps are a last resort and may be subject to additional charges if you do not mention them during the order process. 
      6. Installation will be connected to your existing water, electric and gas supplies and that Central Plumbing LTD cannot accept any liability for failures on your existing systems. Any such failures, or related damage(s) are not the responsibility of the Central Plumbing LTD and are not included in the fixed price.
      7. If the system is being converted from conventional or a system boiler to combination, Central Plumbing LTD will connect to the existing pipework and test as much as possible on the day of installation. 
      8. The most efficient route for the pipework will be taken and this will be at the discretion of the engineer on the day of installation. The customer should anticipate that any new pipe work will be visible unless prior discussion and an agreement in writing has been completed.
      9. The service is for the supply and installation of a new boiler to safety regulations and not a decorating service. Whilst care is taken, an amount of re-decoration should be anticipated, this is the responsibility of the customer and not included in the fixed price.
      10. When the boiler has been installed, Central Plumbing LTD will fill the system and ensure that a corrosion proofer is present. We will also complete a mains chemical flush of your heating system. This involves using a chemical agent to break down dirt and debris and then flushing out contaminated water using pressure. 
      11. Central Plumbing LTD will carry out all the wiring of the boiler and controls to the existing electrical system. The customer will be responsible for any additional electrical assistance.
      12. If the installation cannot be completed because electrical assistance is required, Central Plumbing LTD may charge the cost of the re-visit to complete the installation
      13. Central Plumbing LTD will test and adjust the controls of the boiler and leave the system in proper working order. We will complete any necessary safety assessments and where possible ensure that you understand how to use the boiler controls before we leave your property.
      14. Central Plumbing LTD cannot guarantee savings on energy bills 
      15. Central Plumbing LTD cannot guarantee that your chosen boiler will be compatible with your shower(s) and will not be liable if your shower is not compatible for any reason with a new boiler
      16. The customer is responsible for making Central Plumbing LTD aware of any pumps that may be connected on the existing system. 
      17. Central Plumbing LTD will not be held liable for any damages caused by pumps connected to the system that we have not installed and have not been made aware of prior to installation.
      18. Central Plumbing LTD supply boilers which work with twin flue options. If your current boiler has two flue pipes (e.g. one for exhaust and another for air intake), or the boiler is in the centre of the house and flue exits through the wall, please contact us prior to placing an order to discuss your options.
      19. Central Plumbing LTD can remove the cold-water storage tank, cylinder, feed and expansion tank providing that it can be removed in one piece, additional charges will apply. 
      20. If Central Plumbing LTD suspects that the existing cold tank contains asbestos cement, we will drain the tank and use plastic sheets to seal the tank and it will stay inside the loft subject to water by-laws in the local area.
      21. Central Plumbing LTD will register the installed products warranty with the product manufacturer within 90 days of the installation. The details of any warranties will be stated on your order. For the avoidance of doubt, any warranty is provided by the product manufacturer and not us.
      22. Central Plumbing LTD will provide you with a benchmark sheet and a service booklet and manual. If these are not provided on the installation date, we will provide them to you within a reasonable time thereafter. 
      23. Central Plumbing LTD does not provide the products safety certificates as standard. If you require the safety certificates, please let us know prior to the installation date and we shall arrange this for you.
  • Issues
      1. Central Plumbing LTD are committed to resolving any issues with Customers swiftly and amicably
      2. If any issues arise which mean that works cannot be completed on the agreed date, the engineer will leave the area clean and tidy and we will contact you to arrange completion on an alternative date. 
      3. If a fault is deemed to be caused by your existing system, Central Plumbing LTD reserves the right to charge customers for any additional services and re-visits to property.
      4. If new equipment that has been installed does not function correctly (for example a component in the equipment may have become dislodged or damaged in transit) this will require the manufacturer to attend under the warranty. 
      5. Central Plumbing LTD will work proactively with the manufacturer under your warranty to ensure any issues are resolved as soon a possible. 
      6. Central Plumbing will do what is reasonably possible to minimise disruption to the household at this time. We ask for your understanding and patience in these extremely rare circumstances.
      7. Central Plumbing LTD are under a legal duty to supply products that are in conformity with this contract. For detailed information on your key legal rights please visit Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06. Nothing in these terms will affect your legal rights.
      8. If you wish to exercise your legal rights to reject products, for smaller items you must post them back to us, or for larger items that have been installed, you must allow us to uninstall them and collect them from you. 
      9. Central Plumbing LTD will not reimburse you or a third party for any third party appointed labour to rectify any issue, regardless of fault, without pre-approval by us.
  • Warranties
      1. Most of the significantly valuable products supplied by Central Plumbing LTD will be supported by a manufacturer backed parts and labour warranty. 
      2. To claim for a boiler under the warranty, you must ensure that the boiler has been maintained and inspected by a Gas Safe registered engineer on an annual basis. The cost of inspection and servicing which takes place after installation will not be included in the product price.
      3. It is the customers responsibility to organise and keep records of service for the products. These records must be produced to the manufacturer on request if you are making a claim under the warranty. Any warranty will be void without these records.
      4. Any auxiliary products which are supplied (e.g. radiators and thermostats) will usually be supported by a 12 month parts and labour warranty. Other components and equipment such as filters will have individual warranties. These will differ depending on their specific manufacturers. Please contact us to obtain details of these warranties.
      5. The installation services will be carried out by a Gas Safe registered engineer. The installation of new joints, pipes and seals have a one-year warranty including parts and labour. This warranty is provided by us.
      6.  You will not be able to claim under a warranty where failure, fault or problem occurs due to:
        1. Failure by you or any third party in the operation, inspection, servicing or care of the products which is not done in accordance with the manufacturer instructions;
        2. Deliberate vandalism or damage;
        3. Any damage which occurs as a result of circumstances which are out of the manufacturer’s or our control; or
        4. Variations in the flow rate of water going to any of the installed products.
      7. Replacement of bulbs, filaments, batteries, or lamps are excluded from the warranty. Timers, lockout devices, thermostats and other devices connected to the equipment are also excluded from the warranty after the expiry of the individual items warranty period which has been provided by the product manufacturer
      8. Central Plumbing LTD will not carry out a visual inspection or test of the existing heating equipment at your property, unless it is part of our duties required by law. The risk of the existing heating system failing when the new products are installed is your responsibility. If you would like to reduce this risk, you may arrange a suitable inspection of the existing system before the new products are installed. This additional inspection is not included in the product price
      9. If Central Plumbing LTD attend your property and no faults are found, or the issue is in relation to something that is not covered by the warranty, or the issue is due to any fault or failure of the existing system we will make an appropriate charge to cover the cost of the visit.
  • Ending the contract 
      1. The Customer can end the contract with Central Plumbing LTD by contacting customer services on 07881488333 or emailing lh@centralplumbing.info providing: name, home address, details of the order, phone number and email address and order reference.
      2. Customers’ rights when ending the contract will depend on what services have been purchased, whether there is anything wrong and at what stage the contract is ended.
      3. If Central Plumbing LTD has provided faulty products, Customers may have a legal right to end the contract, or get the product repaired or replaced.
      4. Ending the contract because of something Central Plumbing LTD have done/are going to do: 
        1. Customers may be eligible for a refund for products which have not been provided in the event of:
          1. a change to the product or these terms that the customer does not agree with 
          2. additional installation services are required that the customer does not agree with 
          3. an error in the price or description in the product ordered 
          4. Significant delays outside of Central Plumbing LTD control 
      5. Exercising your right to change your mind (Consumer Contracts Regulations 2013)
        1. For most products bought online, customers have a legal right to change their mind within 14 days (cancellation period) and receive a refund of any payments made.
        2. The 14-day cancellation period commences when we email you to confirm that your order is accepted.
        3. The cancellation period finishes at the end of 14 days after the day on which the contract is entered into.
        4. Charges will apply if works have commenced within the cancellation period.
      6. If a customer chooses to end a contract where Central Plumbing LTD is not at fault, the contract will be ended and a refund applied for any products not provided.
      7. Central Plumbing LTD reserves the right to deduct reasonable compensation for net costs incurred as a result of a customer ending a contract. 
      8. If customers end the contract for any reason after the products have been delivered and installed, they must allow us to uninstall and collect the products.
      9. Central Plumbing LTD will pay the costs of return if  the products are faulty or unfit for purpose
      10. If the customer is responsible for the costs of return, Central Plumbing LTD will charge the direct cost of collecting and uninstalling the products.
      11. Central Plumbing will refund the price paid for the products by the method you used for payment
      12. Reasonable fees, based on the value of services produced will be deducted from the refund
      13. Refunds will be made within 14 days of the cancellation, or within 14 days from the date products are uninstalled and collected
      14. Central Plumbing LTD may end the contract for a product at any time if:
        1. Payment is not made within 7 days of notification of overdue payment 
        2. The customer does not, within a reasonable time, allow delivery and installation of products
        3. The customer fails to provide clear, uninterrupted, safe and easy access to, movement around and egress from all parts of the property which we shall be required to use;
        4. The customer has provided incomplete or incorrect information which means that we cannot complete the installation;
        5. The customer acts unreasonably or in an obstructive manner 
        6. Suspected asbestos containing materials are found and steps are not taken have them professionally removed;
        7. it is for any other reason unsafe to complete the installation; or
        8. we are unable to provide the products.
      15. Central Plumbing LTD will refund any money paid in advance for products we have not provided but we may deduct or charge reasonable compensation for the net costs incurred as a result of your breaking the contract
  • Personal information
      1. We will only use your personal information as set out in our Privacy Policy, which is located on our website at centralplumbing.info   
  • Other important terms
    1. Central Plumbing LTD may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
    2. Customers may only transfer rights or obligations under these terms to another person if Central Plumbing LTD agrees to this in writing.
    3. This contract is between Central Plumbing LTD and the customer. No other person shall have any rights to enforce any of its terms.
    4. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
    5. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
    6. You may wish to attempt to resolve any dispute without resorting to legal proceedings, and in such instances alternative dispute resolution may be used.
    7. In the contract of this agreement, works “in writing” or “written” includes email, text and WhatsApp communications 
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