Terms & Conditions

Acceptance Statement

Use of our services constitutes acceptance of the Terms and Conditions.

By accessing and using this service, you accept and agree to be bound by the terms and provision of this agreement.

In addition, when using these particular services, you shall be subject to any posted guidelines or rules applicable to such services. Any participation in this service will constitute acceptance of this agreement. If you do not agree to abide by the above, please do not use this service.

Liabilty Disclaimer

This site and its components are offered for informational purposes only; this site shall not be responsible or liable for the accuracy, usefulness or availability of any information transmitted or made available via the site, and shall not be responsible or liable for any error or omissions in that information.

We will not be responsible for any damages or loss arising from the use of our service, website or mobile app.

Intellectual Property

This Site and its original content, features, and functionality are owned by Pronto Plumbers Limited and are protected by international copyright, trademark, patent, trade secret, and other intellectual property or proprietary rights laws.

Pricing Plan

Emergency Rates

Monday to Friday (excluding Bank Holidays)
8am to 4pm.
Emergency Call-Out Fee: £80.00.

Monday to Friday (excluding Bank Holidays)
4pm to 8am.
Emergency Call-Out Fee: £100.00.

Saturday to Sunday (from 4pm on Friday through to 8am on Monday)
Emergency Call-Out Fee: £100.00.

Prices are doubled for Bank Holidays.
Prices include VAT.

Non-Emergency Rates

Non-Emergency Rates are the same as our Emergency Rates above
Prices are doubled for Bank Holidays.
Prices include VAT.

Assessment & Diagnostic Fee: £80.00 (if there is no work required after assessment). Should work be required, the engineer will agree a job price (in such circumstance the assessment fee will be included in the job price).

Clauses

You must be 18 years of age or over to use our website, mobile app and services.

We will not be responsible for any phone call charges or costs the caller may incur on a phone call to us.

Emergency Call-Out Fee payment required once engineer has attended the site.

We will not note down, collect or store the card details and the Card Security Code (CSC) or Card Verification Value (CVV) you provide us.

We will not be responsible for additional bank charges or fees you may incur on your purchase for our services.

Engineer call-out fee is non-refundable.

An ETA will be given to you, on what time the engineer will arrive at your destination.

A visit begins as soon as the engineer has arrived, parked and turned off their vehicle’s engine at the destination.

Our engineer will provide an initial assessment. The assessment fee is £80 and non-refundable after the assessment has been carried-out. Should work be required, the £80 assessment fee will be included in total job price agreed between the engineer and customer.

During and after the visit you must abide by the Terms & Conditions of the engineer.

The call-out fee does not include parts and materials.

On completion of the work to repair your fault; whether it be a permanent or temporary fix, you must pay the engineer the total call out charge including any costs incurred for labour, parts and materials used. Accepted payment method must be by an acceptable method for the engineer; i.e. cash, credit/debit card, cheque, BACS bank transfer or PayPal.

The engineer will own all parts and material used to repair your fault, until paid in full. If not paid in full, the engineer has the right to remove the parts or material.

If the total call out charge payment is not received on completion a £35 administration charge will be levied against you along with a £20 for a recorded letter to be sent to you. An additional £20 will apply for every letter sent thereafter to you. If legal and/or debt management services are needed you will be required to pay the costs.

We cannot guarantee parts that have no manufacturer’s guarantee or no limited manufacturer’s guarantee.

Any guarantee on any work carried out lies solely with the engineer.

We will not be responsible and do not accept liability for any accidental damage to your property caused by the engineer.

We will not be responsible and do not accept liability for any worsening/damage caused by the engineer cancelling the visit or you waiting for the engineer to arrive at the destination.

A receipt for the work carried-out by the engineer will be provided by the engineer.

The Call-Out Fee will be shown on the engineer receipt.

We will only provide estimates and quotes for non-emergency rate work.

Cancellation and Refund Policy

We will not be responsible if the customer cancels before the engineer arrives at the destination. A £40 cancellation fee will apply if the customer cancels before the engineer arrives. This is to compensate for the engineer’s time.

Complaints Procedure

All complaints on our service must be provided to us in writing; i.e. email or letter.

You must allow us up to 30 days to reply to your complaint.

Reviews on our services must not be made public on any social media or sites until a legal outcome/judgement has been made. If you do publicise reviews; this will be deemed, the complaint is in our favour. We can then claim compensation from you, for making the complaint.

We may terminate the engineer access to the Site, without cause or notice, which may result in the forfeiture and destruction of all information associated with the engineer account.

All provisions of this Agreement that, by their nature, should survive termination shall survive termination, including, without limitation, ownership provisions, warranty disclaimers, indemnity, and limitations of liability.

The company reserves the right to change these conditions from time to time as it sees fit and your continued use of the site will signify your acceptance of any adjustment to these terms.

If there are any changes to our privacy policy, we will announce that these changes have been made on our home page and on other key pages on our site.

If there are any changes in how we use our site customers’ Personally Identifiable Information, notification by email or postal mail will be made to those affected by the change.

Any changes to our privacy policy will be posted on our site 30 days prior to these changes taking place. You are therefore advised to re-read this statement on a regular basis.

Where the context admits any reference to:

‘We’ and ‘us’ and ‘our’ refers to Pronto Plumbers Limited.
‘Customer’ ‘you’ and ‘your’ refers to the person or company who is buying the service from Pronto Plumbers Limited.
‘Caller’ refers to the customer or engineer who calls Pronto Plumbers Limited on the phone.
‘Call-Out Fee’ refers to the first instalment payment to Pronto Plumbers Limited.
‘Visit’ refers to the point the engineer arrives at the destination.
‘Confirmation’ refers to a written or verbal confirmation given to the customer.
‘Engineer’ refers to the plumbing, heating or gas engineers appointed by Pronto Plumbers Limited. Engineer is not employed by Pronto Plumbers Limited and is self employed.
‘ETA’ refers to the Estimated Time of Arrival for an emergency rate fault.
‘Destination’ refers to:

the location of the property where the fault is at.
an alternative location, before the place, where the fault is at; for example, to collect keys.
for directions and the Customer no longer requires the fault to be fixed.

‘Call out fee’ refers to the fee for the engineer to attend the site or property.
‘Fault’ refers to the customer’s repair which needs to be fixed.
The singular shall include the plural and vice versa

If you have any questions regarding this agreement, please contact us at: info@prontoplumbers.uk

Terms & Conditions