Terms And Conditions
Trading Name: Matt’s Plumbing
Business Type: Sole Trader
Telephone: 07999 852051
Website: www.mattsplumbing.co.uk
Service Area: Liverpool and surrounding areas
Last Updated: 11 November 2026
1. Introduction
These Terms & Conditions explain the basis on which Matt’s Plumbing provides domestic plumbing services, quotations, repairs, installations and maintenance.
By accepting a quotation or authorising work, the customer agrees to the applicable terms, subject to their statutory consumer rights.
Customers will be given access to these terms before entering into a contract.
Nothing in these terms excludes or restricts any rights or protections that cannot legally be excluded under UK law.
2. Quotations and Estimates
2.1. Matt’s Plumbing provides free initial quotations and estimates by telephone, electronic message or customer-supplied photographs.
2.2. Remote quotations are based on the information and photographs supplied by the customer. They assume that existing plumbing installations, pipework, fittings, isolation valves and stop taps are accessible, serviceable and functioning correctly.
2.3. Where a physical inspection is required, a chargeable site visit may be arranged. The inspection fee will be confirmed and agreed before the appointment.
2.4. A quotation covers only the work expressly described. Additional work, materials, repairs or alterations are not included unless stated.
2.5. A fixed quotation will not be increased merely because the work takes longer than anticipated. However, where additional work outside the agreed scope becomes necessary, a revised quotation will be provided and customer approval obtained before proceeding, except where immediate action is reasonably necessary to prevent danger or serious damage.
2.6. Estimates are indicative and may change where the actual work required differs from the information originally supplied. Any material change will be explained and agreed before additional chargeable work is undertaken.
2.7. Quotations remain valid for 14 days unless otherwise stated.
2.8. Obvious pricing or clerical errors may be corrected before a contract is formed.
3. Minimum Labour Charges and Existing Plumbing Conditions
This section is particularly important when customers book work advertised at a minimum labour price.
3.1. All advertised minimum labour charges assume that the existing plumbing installation is in a suitable condition to allow the specified work to be completed safely and without additional remedial work.
3.2. In particular, the quoted minimum labour charge assumes that:
– Existing pipework is serviceable, correctly installed and suitable for reconnection.
– Existing fittings, connectors and threads are in usable condition.
– Stop taps and isolation valves operate correctly and provide effective isolation.
– Existing pipework and fittings are reasonably accessible.
– Existing connections can be disconnected without unusual difficulty or damage.
– No concealed leaks, corrosion, blockages or other defects are present that materially affect the agreed work.
– Existing plumbing arrangements comply with applicable requirements relevant to the work.
– No additional alterations or replacement components are required beyond the quoted scope.
3.3. Where any of these conditions are not met, additional labour and materials may be necessary.
3.4. Examples include seized isolation valves, defective stop taps, corroded pipework, damaged threads, incompatible fittings, inaccessible connections and existing leaks.
3.5. Matt’s Plumbing will explain the issue and seek the customer’s approval for any additional chargeable work before proceeding.
3.6. If the customer declines the additional work, Matt’s Plumbing may be unable to complete the original installation or repair safely.
3.7. In such circumstances, the customer will only be charged for work already authorised and reasonably completed, together with any previously agreed and properly payable attendance or diagnostic charges.
3.8. Matt’s Plumbing is not responsible for the pre-existing condition of plumbing systems or for defects that were not caused by its work.
4. Existing Stop Taps and Isolation Valves
4.1. Customers should inform Matt’s Plumbing of any known problems with their internal stop tap, external stop tap or isolation valves before work begins.
4.2. Existing valves may be seized, corroded, worn or unable to provide effective isolation.
4.3. Where an existing valve fails during normal, reasonable operation because of its pre-existing condition, the cost of replacing or repairing that valve is not automatically included in the original quotation.
4.4. Matt’s Plumbing will advise the customer of the available options and obtain approval before carrying out additional chargeable repairs.
4.5. Where the water supply cannot be isolated safely, work may need to be postponed until suitable isolation can be arranged.
4.6. Any additional charges for isolation, replacement valves or associated work will be explained before the customer agrees to proceed.
4.7. Nothing in this section excludes liability where damage results from a failure by Matt’s Plumbing to exercise reasonable care and skill.
5. Customer-Supplied Fixtures, Fittings and Materials
5.1. Customers may supply their own taps, toilets, basins, sinks, showers, radiators, valves and other plumbing products, subject to Matt’s Plumbing agreeing that they are suitable for installation.
5.2. Matt’s Plumbing does not provide a product guarantee or manufacturer’s warranty for fixtures, fittings or materials purchased or supplied by the customer.
5.3. Responsibility for the product’s inherent quality, manufacturing defects, missing components, incorrect specifications and manufacturer warranty claims remains with the customer and the product supplier, as applicable.
5.4. Matt’s Plumbing remains responsible for carrying out any agreed installation service with reasonable care and skill.
5.5. Matt’s Plumbing may refuse to install customer-supplied products where they are damaged, unsuitable, incomplete, incompatible, unsafe or otherwise inappropriate for the installation.
5.6. Where customer-supplied products are found to be defective or unsuitable after work has commenced, reasonable additional labour for investigation, removal, refitting or replacement may be charged, provided those charges are agreed before the additional work proceeds.
5.7. If a customer supplies an incorrect or defective item that prevents the booked work from being completed, authorised labour already carried out remains payable.
5.8. Additional visits required because replacement customer-supplied products are unavailable may be separately chargeable, subject to prior agreement.
5.9. Matt’s Plumbing is not responsible for delays caused by the customer supplying incomplete, incorrect or defective products, except to the extent that the delay is attributable to Matt’s Plumbing.
5.10. Where a customer insists on a particular installation method or product against professional advice, Matt’s Plumbing may decline the work.
6. Materials Supplied by Matt’s Plumbing
6.1. Materials supplied by Matt’s Plumbing will be appropriate for the agreed work and comply with applicable statutory requirements.
6.2. Materials, fixtures and fittings are charged separately from labour unless expressly included in a fixed quotation.
6.3. Where a specified product becomes unavailable, a suitable alternative will only be supplied where the customer has agreed to the substitution and any price difference.
6.4. Matt’s Plumbing will honour applicable statutory obligations relating to goods it supplies.
6.5. Manufacturer warranties, where available, are additional to the customer’s statutory rights and do not replace them.
7. Labour Rates and Pricing
The following are the published labour charges:
Service| Charge
Standard labour| £65 per hour or part thereof
Weekday evening appointments| £65 per hour or part thereof
Weekend hourly appointments| £65 per hour or part thereof
Weekend half-day – 4 hours| £250
Weekend full-day – 8 hours| £400
Emergency call-out, including first hour| £95
Additional emergency labour| £97.50 per hour
7.1. Standard labour is charged at the published rate unless a fixed quotation or package price has been agreed.
7.2. Where charging is by the hour or part thereof, this will be made clear before the customer books.
7.3. Half-day and full-day prices apply to agreed weekend labour bookings.
7.4. Work exceeding an agreed booking period may attract additional charges, which will be explained and agreed before additional work proceeds.
7.5. Emergency work is subject to availability and is not guaranteed to be available 24 hours a day.
7.6. The customer will be advised of applicable charges before work begins.
7.7. Prices are exclusive of materials, fixtures, fittings, travel surcharges and toll charges unless expressly stated otherwise.
7.8. Any VAT treatment will be stated accurately on quotations and invoices in accordance with the business’s registration status.
8. Travel Charges
8.1. Matt’s Plumbing primarily covers Liverpool and surrounding areas.
8.2. Additional travel charges apply to journeys exceeding 30 minutes from the normal business starting point.
Estimated Travel Time| Additional Charge
Up to 30 minutes| No surcharge
31–45 minutes| £15
46–60 minutes| £30
Over 60 minutes| Individually quoted
8.3. Travel time is assessed using the expected journey conditions for the appointment.
8.4. Any applicable travel surcharge will be communicated before the booking is confirmed.
8.5. Toll charges are additional and will be charged at actual cost where applicable and agreed.
8.6. Additional visits requested by the customer may incur separate travel and labour charges, disclosed in advance.
9. Deposits and Special-Order Materials
9.1. A deposit or advance payment may be requested for larger jobs or where materials must be purchased specifically for the customer’s project.
9.2. The amount and purpose of any deposit will be explained before payment.
9.3. Deposits will be handled fairly and in accordance with applicable consumer law.
9.4. Where a customer cancels, Matt’s Plumbing may be entitled to recover reasonable losses arising from the cancellation, subject to statutory cancellation rights and the duty to mitigate losses.
9.5. Any retained amount will reflect actual, reasonable losses and will not be an automatic penalty.
9.6. Unused amounts will be refunded where legally required.
9.7. Materials purchased for a specific job will not automatically be treated as non-refundable merely because they were specially ordered.
10. Appointment Access and Customer Responsibilities
10.1. The customer must provide safe and reasonable access to the work area at the agreed appointment time.
10.2. The customer should disclose any known plumbing defects, access restrictions, leaks or other relevant conditions.
10.3. The customer must ensure that necessary permissions are obtained from landlords, managing agents or other responsible parties.
10.4. Where reasonably necessary, work areas should be cleared of personal belongings and obstructions.
10.5. Children and pets should be kept safely away from active work areas.
10.6. If an appointment cannot proceed because access has not been provided or essential information has been withheld, Matt’s Plumbing may seek to recover reasonable, evidenced losses arising from the failed appointment, provided this is consistent with the contract and consumer law.
10.7. No charge will be imposed for a failed visit caused by Matt’s Plumbing.
11. Cancellations and Rescheduling
11.1. Customers should provide as much notice as reasonably possible when cancelling or rescheduling an appointment.
11.2. Matt’s Plumbing may seek reasonable compensation for late cancellations where actual losses have been incurred and cannot reasonably be avoided.
11.3. Any cancellation charge must be proportionate and will not operate as a penalty.
11.4. Where a contract is agreed at a distance or away from business premises, customers may have a statutory 14-day cancellation right.
11.5. Before work begins during an applicable cancellation period, Matt’s Plumbing will obtain any legally required express request from the customer to commence work early and provide the required cancellation information.
11.6. Where the customer validly requests early commencement and subsequently cancels, a proportionate charge for services already supplied may be payable where permitted by law.
11.7. Where the statutory conditions for losing the right to cancel following full performance have been satisfied, the cancellation right may end once the service is fully completed.
11.8. Nothing in this section restricts any statutory cancellation right.
12. Unforeseen and Additional Work
12.1. Plumbing installations may contain defects or conditions that cannot reasonably be identified before work begins.
12.2. These may include concealed leaks, corroded pipework, damaged fittings, defective valves, unsuitable connections and inaccessible installations.
12.3. Where additional work is identified, Matt’s Plumbing will explain the findings and any proposed additional charges.
12.4. Additional chargeable work will not proceed without customer agreement, except where immediate action is reasonably necessary to address a danger or prevent serious damage.
12.5. Where urgent protective action is necessary, Matt’s Plumbing will take reasonable steps within its competence and notify the customer as soon as practicable. Any associated charge must have a proper legal and contractual basis.
12.6. If the customer declines additional work, Matt’s Plumbing may suspend or discontinue the affected work where continuing would be unsafe or impractical.
12.7. The customer remains responsible for properly payable work already completed.
13. Existing Plumbing Systems and Hidden Defects
13.1. Matt’s Plumbing is not responsible for defects that existed before the agreed work commenced and were not caused by its actions.
13.2. Older plumbing systems may contain worn joints, corrosion, weakened seals, poorly supported pipework or other deterioration.
13.3. Where defects become apparent during reasonable plumbing work, the customer will be informed.
13.4. Repairing unrelated existing defects is not included in the original quotation unless expressly stated.
13.5. Matt’s Plumbing will take reasonable care to avoid damage to existing installations.
13.6. Matt’s Plumbing remains responsible where its failure to exercise reasonable care and skill causes damage or loss.
13.7. No term in this agreement excludes liability for negligent workmanship or any liability that cannot lawfully be excluded.
14. Water Isolation and Supply Interruptions
14.1. Plumbing work may require temporary interruption of the water supply.
14.2. Customers will be informed of planned interruptions where reasonably practicable.
14.3. The duration of an interruption may change if unforeseen defects or isolation problems are discovered.
14.4. Matt’s Plumbing will take reasonable steps to restore the supply promptly and safely.
14.5. Where the existing plumbing system prevents safe restoration, additional repairs may be required and will be discussed with the customer.
14.6. Matt’s Plumbing will not be responsible for disruption arising solely from pre-existing defects or events outside its reasonable control, except where liability cannot lawfully be excluded.
15. Damage, Access and Making Good
15.1. Some plumbing work requires access behind units, beneath flooring, within boxing or through walls and ceilings.
15.2. Where foreseeable, the need for such access will be discussed before work begins.
15.3. Unless expressly included in the quotation, decorative making good, plastering, tiling, painting, flooring replacement and specialist carpentry are excluded from the agreed plumbing work.
15.4. Existing tiles, flooring, panels and fittings may be difficult to remove without damage, particularly where they are aged, fragile or incorrectly installed.
15.5. Matt’s Plumbing will exercise reasonable care and skill when accessing plumbing installations.
15.6. Any foreseeable risk of damage will be explained where reasonably identifiable.
15.7. Matt’s Plumbing does not exclude responsibility for damage caused by negligent or substandard work.
16. Completion, Testing and Customer Inspection
16.1. Completed plumbing work will be tested as reasonably appropriate for the agreed installation or repair.
16.2. Testing will relate to the work undertaken and does not constitute a comprehensive inspection or certification of the entire plumbing system.
16.3. Customers are encouraged to inspect completed work and raise any immediate concerns.
16.4. Where a defect is reported after completion, Matt’s Plumbing will assess the complaint and determine the appropriate remedy in accordance with its contractual and statutory obligations.
16.5. The customer should take reasonable steps to limit avoidable damage where a leak or other problem is discovered.
17. Workmanship and Guarantees
17.1. Matt’s Plumbing will provide services with reasonable care and skill as required by the Consumer Rights Act 2015.
17.2. Customers retain all applicable statutory remedies where services do not meet the required legal standard.
17.3. No separate commercial workmanship guarantee is offered unless expressly confirmed in writing.
17.4. The absence of a separate commercial guarantee does not affect statutory rights.
17.5. Matt’s Plumbing does not provide a product warranty for customer-supplied fixtures, fittings or materials.
17.6. Defects arising solely from the inherent condition or manufacturing faults of customer-supplied products are not the responsibility of Matt’s Plumbing, unless the loss results from its own failure to exercise reasonable care and skill.
17.7. Any return visit required to correct defective workmanship for which Matt’s Plumbing is legally responsible will be handled in accordance with the customer’s statutory rights and without an improper additional charge.
18. Payment Terms
18.1. Unless otherwise agreed, payment is due upon satisfactory completion of the agreed work and presentation of the invoice.
18.2. For larger projects, staged payments may be agreed in advance.
18.3. Invoices will identify labour, materials and applicable additional charges.
18.4. Customers must not be charged for additional work that they have not authorised, except where a lawful basis for the charge exists.
18.5. If payment is overdue, Matt’s Plumbing may issue reminders and take proportionate lawful steps to recover sums properly owed.
18.6. Any interest, recovery costs or other charges must be legally recoverable and must not be unfair or disproportionate.
18.7. Nothing in this section prevents customers from exercising their statutory rights or disputing an invoice in good faith.
19. Senior Citizen Discount
19.1. A senior citizen discount is available to eligible customers aged 65 and over.
19.2. The discount is 10% of eligible labour charges, capped at £25 per job.
19.3. The discount does not apply to materials, fixtures, fittings, travel charges, tolls or emergency call-out charges.
19.4. The discount cannot be combined with other promotional offers unless expressly agreed.
19.5. Eligibility and the applicable discount will be confirmed before the quotation is accepted.
19.6. The discount may be amended or withdrawn for future bookings, but changes will not retrospectively affect an existing confirmed agreement.
20. Emergency Plumbing
20.1. Emergency plumbing assistance is offered subject to availability.
20.2. Matt’s Plumbing does not guarantee 24-hour attendance or a specific emergency response time unless expressly agreed.
20.3. Emergency attendance may initially focus on identifying and controlling the immediate problem.
20.4. Permanent repairs may require a further appointment, additional materials or specialist assistance.
20.5. Emergency charges will be explained before attendance where reasonably practicable.
20.6. Where the customer requests additional work beyond the initial emergency attendance, the scope and cost will be agreed separately.
21. Limitations of Liability
21.1. Matt’s Plumbing is responsible for loss or damage caused by its breach of contract, negligence or failure to exercise reasonable care and skill, to the extent required by law.
21.2. Matt’s Plumbing is not responsible for unrelated pre-existing defects, customer-supplied product faults or damage caused by third parties, except where its own actions contribute to the loss.
21.3. Customers should notify Matt’s Plumbing promptly of any concerns so that the issue can be investigated and, where appropriate, remedied.
21.4. Matt’s Plumbing will not exclude or restrict liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any other liability that cannot lawfully be excluded.
21.5. Nothing in these terms removes the customer’s statutory rights or imposes an unfair limitation on available remedies.
22. Delays Outside Reasonable Control
22.1. Appointments may occasionally be affected by severe weather, supplier shortages, vehicle breakdowns, illness, road closures or other events outside reasonable control.
22.2. Matt’s Plumbing will inform affected customers as soon as reasonably practicable and discuss alternative arrangements.
22.3. Customers retain applicable legal rights where a delay is substantial or performance becomes impossible.
22.4. Any refund or cancellation entitlement will be handled in accordance with the contract and applicable law.
23. Complaints and Disputes
23.1. Customers should report concerns as soon as reasonably practicable.
23.2. Complaints may be submitted by telephone or through the contact details published on the website.
23.3. Matt’s Plumbing will investigate complaints fairly and seek an appropriate resolution.
23.4. Where a problem arises from defective workmanship, appropriate remedies will be provided in accordance with consumer law.
23.5. These terms do not prevent customers from seeking advice from Citizens Advice, Trading Standards or exercising their legal rights.
24. Customer Information and Privacy
24.1. Matt’s Plumbing may collect customer names, telephone numbers, addresses, photographs and information about requested work.
24.2. Information will be used for legitimate business purposes, including quotations, appointments, invoicing, customer service and legal compliance.
24.3. Personal information will be handled in accordance with applicable UK data protection legislation.
24.4. Further details will be provided in the website’s Privacy Policy.
25. Changes to Terms & Conditions
25.1. Matt’s Plumbing may update these Terms & Conditions from time to time.
25.2. Updated terms will apply to future contracts once properly communicated.
25.3. Changes will not retrospectively alter the terms of an existing contract without lawful agreement.
26. Governing Law
These Terms & Conditions are governed by the laws of England and Wales.
Nothing in this clause restricts a consumer’s mandatory legal protections or rights relating to where proceedings may be brought.
27. Contact Details
Matt’s Plumbing
Reliable | Friendly | Professional
Liverpool and surrounding areas
Telephone: 07999 852051
Website: www.mattsplumbing.co.uk
For enquiries, quotations, bookings or concerns relating to completed work, please contact Matt’s Plumbing using the details above.
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Important Customer Notice
All advertised minimum labour charges assume that existing pipework, fittings, stop taps and isolation valves are in suitable working condition.
Any additional work required because of defective or unsuitable existing installations will be explained and priced separately before proceeding.
Customer-supplied fixtures and fittings are not covered by a product guarantee from Matt’s Plumbing.
All work remains subject to the customer’s statutory rights under UK consumer law.