top of page
Call Now

Terms and Conditions

Peps Plumbing

Last Updated: 13/04/2026

1. Introduction

These Terms and Conditions govern the provision of plumbing services by Peps Plumbing, a family-run plumbing business based in Thetford, serving the surrounding areas within approximately a one-hour radius.

By engaging our services, you (“the Customer”) agree to be bound by these Terms and Conditions.

2. Scope of Services

We provide a range of plumbing services including, but not limited to:

  • General plumbing repairs

  • Installation of plumbing systems and fixtures

  • Maintenance services

  • Emergency plumbing call-outs

All services will be carried out:

  • With reasonable care and skill

  • In accordance with industry standards

  • In compliance with applicable UK regulations

3. Service Area

We operate primarily in Thetford and surrounding areas within approximately a one-hour travel radius.

We may, at our discretion, accept work outside of this area. In such cases, customers are required to contact us directly by phone or request a quotation in advance. Additional travel charges or adjusted pricing may apply for locations outside our standard service area.

4. Quotations and Estimates

4.1 All quotes are based on the information available at the time.
4.2 Quotes may be subject to change if:

  • Additional work is required

  • Hidden issues are discovered

  • The scope of work changes

4.3 Any additional costs will be communicated and agreed upon before proceeding.

4.4 Verbal estimates are non-binding unless confirmed in writing.

5. Emergency Call-Out Services

5.1 We offer 24/7 emergency plumbing services where reasonably possible.

5.2 We aim to attend emergency call-outs within approximately one hour of being contacted; however, response times may vary depending on factors such as location, traffic, weather conditions, and current workload.

5.3 Emergency services may be charged at a higher rate.

6. Call-Out Fee

6.1 A call-out fee applies for attending a property.

6.2 The call-out fee is payable in the following situations:

  • If no repair work is required

  • If the issue cannot be identified or resolved

  • If the Customer decides not to proceed with the work

  • If access is not possible upon arrival

6.3 The call-out fee covers:

  • Travel time

  • Initial inspection

  • Professional assessment

7. Payment Terms

7.1 Payment is due in full immediately upon completion of the work, unless otherwise agreed in writing beforehand.

7.2 We reserve the right to request:​

  • A deposit prior to commencing work

7.3 Accepted payment methods:

  • Cash

  • Bank transfer

  • Card (if applicable)

7.4 Failure to make payment may result in:

  • Additional charges

  • Debt recovery action

  • Legal proceedings

8. Customer Obligations

The Customer agrees to:

  • Provide accurate information about the issue

  • Ensure safe and clear access to the work area

  • Remove any obstacles prior to our arrival

  • Ensure that utilities (water, electricity) are accessible

We reserve the right to refuse or suspend work if conditions are unsafe.

9. Cancellations and Missed Appointments

9.1 We require at least 24 hours’ notice for cancellations.

9.2 We reserve the right to charge a cancellation fee if:

  • Notice is not provided in time

  • The Customer is not present at the agreed time

10. Delays

We are not liable for delays caused by:

  • Traffic or travel disruption

  • Weather conditions

  • Supplier or material delays

  • Unforeseen complications

11. Materials and Parts

11.1 Materials supplied will be of satisfactory quality and fit for purpose.

11.2 We are not responsible for:

  • Manufacturer defects

  • Delays in sourcing parts

  • Parts that purchased by the customer

11.3 Any warranties on parts are subject to manufacturer terms.

12. Workmanship Guarantee

12.1 We take pride in delivering high-quality workmanship.

12.2 Any guarantees provided will:

  • Be specified at the time of service

  • Apply only to the work carried out

12.3 Guarantees do not cover:

  • Misuse or neglect

  • Third-party interference

  • Pre-existing issues

13. Liability

13.1 We shall not be liable for:

  • Pre-existing faults or defects

  • Hidden issues not reasonably detectable

  • Structural problems affecting plumbing systems

13.2 Our liability is limited to:

  • The value of the work carried out

13.3 We are not liable for:

  • Indirect or consequential losses

  • Loss of income or business

14. Damage and Risk

14.1 While every care is taken, plumbing work may involve inherent risks.

14.2 We are not responsible for:

  • Damage caused by underlying issues

  • Fragile or aged systems

14.3 The Customer is responsible for safeguarding valuables.

15. Access and Refusal of Work

We reserve the right to refuse or stop work if:

  • Conditions are unsafe

  • There is abusive or inappropriate behaviour

  • The work requested is unlawful or non-compliant

16. Health and Safety

We comply with all relevant health and safety regulations. Customers must also ensure a safe working environment.

17. Complaints

17.1 Any complaints should be reported as soon as possible.

17.2 We will aim to resolve issues promptly and fairly.

18. Data Protection

We handle customer data in accordance with UK data protection laws. Personal information will only be used for service-related purposes.

19. Wish major

We are not liable for failure to perform obligations due to events beyond our control, including:

  • Natural disasters

  • Strikes

  • Government restrictions

20. Changes to Terms

We reserve the right to update these Terms and Conditions at any time. Updated versions will be published on our website.

21. Governing Law

These Terms and Conditions are governed by the laws of England and Wales.

bottom of page