Terms of Service

1. Quotes and forming a contract

• Quotes are free, itemised and valid for 30 days unless stated otherwise on the quote.
• A contract is formed when you accept our written quote or booking confirmation.
• For non-emergency work, quotes are based on the information and access described at the time. If conditions differ once work starts — for example hidden damage, non-compliant existing pipework or unexpected structural issues — we will stop, explain the position and issue a written variation before continuing.

2. What we supply

We provide a fitting, installation and repair service. Unless your quote says otherwise, units, appliances, sanitaryware and tiles are supplied by you or your chosen supplier. We are not responsible for delays, shortages or defects in customer-supplied goods, but we will always tell you as soon as we spot a problem.

3. Access, site conditions and safety

• You must provide safe access to the property and work area for the agreed dates, along with water and electricity supplies.
• Please clear the work area of belongings and keep children and pets away from it while work is in progress.
• You must tell us about anything that affects safety, including asbestos, structural issues or known defects.
• If we cannot access the property at the agreed time, a missed-visit charge may apply.

4. Pricing and payment

• For non-emergency work, prices are as stated on your quote.
• For emergency plumbing: Fixed price agreed over the phone. No call-out fee. No open-ended hourly bill. Tell us about the problem. We agree the price with you over the phone before sending a plumber. That is the price you pay for the agreed work. The price does not increase if the agreed work takes longer. If you request additional work, we explain and agree its price before proceeding.
• For larger installations a deposit may be requested, with staged or completion payments as set out in your quote.
• Invoices are payable within 7 days of the date of invoice unless agreed otherwise. We accept card and bank transfer.
• We may charge statutory interest on overdue amounts under the Late Payment of Commercial Debts legislation where it applies.

5. Timescales

Start and completion dates and estimated emergency arrival times are given in good faith rather than guaranteed. Emergency attendance is subject to availability, which we confirm when you call. Traffic, weather, material lead times and matters outside our reasonable control can affect them. We will keep you updated and agree revised dates with you.

6. Your cancellation rights

• Where a contract is agreed away from our premises or at a distance, you normally have 14 days to cancel without giving a reason under the Consumer Contracts Regulations 2013.
• If you ask us to start work during the cancellation period (for example an emergency call-out) and then cancel, you must pay for the work done and materials used up to that point.
• For emergency call-outs you may expressly request immediate service and acknowledge you will lose the right to cancel once the work is fully performed.
• To cancel, email hello@omniserveuk.com or call 03330 540 866.

7. Cancellations and rescheduling by you or us

Outside the statutory cancellation period, please give us at least 48 hours' notice to change or cancel a booking so we can re-allocate the slot. Materials already ordered specifically for your job may be chargeable. If we need to reschedule, we will contact you as early as possible and offer the next available slot.

8. Workmanship warranty

• We provide an Omniserve workmanship warranty of up to 10 years, with the exact period stated on your quote or invoice.
• The warranty covers defects in the workmanship we carried out and is provided to the original customer at the original address.
• Goods supplied by you or your supplier are covered by their own manufacturer warranties, not ours.
• The warranty does not cover fair wear and tear, accidental damage, misuse, freezing, blockages caused by misuse, alterations or repairs by others, or pre-existing defects we identified and reported.
• To claim, contact us with your invoice reference and we will arrange an inspection.

9. Your statutory rights

Under the Consumer Rights Act 2015 our services must be carried out with reasonable care and skill, within a reasonable time and for a reasonable price where not agreed in advance. Nothing in these terms affects those rights, and our warranty is in addition to them.

10. Insurance and liability

All our engineers are DBS checked and we hold public liability insurance. We are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or failing to use reasonable care and skill. We are not liable for business losses, or for damage arising from pre-existing defects, customer-supplied goods, or work carried out by others. We do not limit liability for death or personal injury caused by our negligence, for fraud, or for anything that cannot lawfully be limited.

11. Complaints

If something is not right, tell us and we will put it right. Our complaints procedure explains how we handle it and how quickly you will hear back.

12. Governing law

These terms are governed by the law of England and Wales, and disputes fall to the courts of England and Wales.