Core Plumbing + Heating

Terms & Conditions

Last updated:

1. About us

Core Plumbing + Heating is a Gas Safe registered plumbing and heating business based in Plymouth, Devon (Carroll Road, Crownhill, Plymouth, PL5 3RZ). We are registered with Gas Safe Register.

These terms and conditions ("Terms") apply to all services we provide and to use of this website (coreplumbing-heating.com). By engaging our services or using this website, you agree to these Terms. If you do not agree, please do not use our services or this website.

These Terms do not affect your statutory rights as a consumer under the Consumer Rights Act 2015 or any other applicable legislation.

2. Definitions

  • "We", "us", "our" means Core Plumbing + Heating.
  • "You", "your" means the customer or website user.
  • "Services" means any plumbing, heating, heat pump installation, servicing, repair, powerflush, or related work we carry out.
  • "Contract" means the agreement between us for the provision of Services, formed when we confirm acceptance of your order or booking.
  • "Consumer" means an individual acting outside their trade, business, craft, or profession.

3. Quotes and estimates

All quotes provided are valid for 30 days from the date of issue unless otherwise stated in writing. A quote is based on the information available at the time of assessment. If additional work is required once we begin (for example, due to unforeseen access issues, concealed pipework, or pre-existing faults), we will inform you and agree any additional costs in writing before proceeding.

An estimate is an approximate cost only and is not a fixed price. We will notify you as soon as reasonably practicable if we expect the final cost to exceed the estimate.

Quotes and estimates are provided free of charge for standard domestic enquiries. A survey fee may apply for complex commercial or heat pump installation projects — this will be agreed in advance.

4. Forming a contract

A contract is formed when you accept our quote (verbally, in writing, or by allowing us to begin work) and we confirm acceptance. For emergency call-outs, the contract is formed when we agree to attend.

We reserve the right to decline any enquiry or booking at our discretion, for example where we are unable to carry out the work safely or where the scope falls outside our competencies.

5. Payment

Payment is due on completion of work unless otherwise agreed in writing. We accept bank transfer, cash, and card. For larger installations or projects, a deposit of up to 50% may be required before work begins — this will be agreed in advance and confirmed in writing.

Invoices are payable within 14 days of the invoice date unless otherwise agreed. Late payment may incur interest at 8% per annum above the Bank of England base rate, in accordance with the Late Payment of Commercial Debts (Interest) Act 1998, plus reasonable debt recovery costs.

We reserve the right to suspend or withhold services (including issuing certificates or warranties) until outstanding invoices are paid in full.

6. Your responsibilities

To allow us to carry out work safely and effectively, you agree to:

  • Ensure safe and reasonable access to the property and work area at the agreed time
  • Provide accurate and complete information about the existing installation and any known issues
  • Ensure that someone aged 18 or over is present throughout the duration of the work
  • Inform us of any known hazards at the property (including asbestos, structural issues, or restricted access)
  • Ensure the work area is clear and reasonably prepared before our arrival
  • Obtain any necessary permissions (e.g. landlord consent, planning permission) before work begins

If we are unable to carry out work due to a failure on your part (for example, no access or failure to clear the work area), we reserve the right to charge a call-out fee to cover our costs.

7. Our work and guarantee

All work is carried out by Gas Safe registered engineers in accordance with current Gas Safety (Installation and Use) Regulations, relevant British Standards (including BS 7671 where applicable), and manufacturer guidelines.

We guarantee our workmanship for 12 months from the date of completion. If a defect arises within this period that is attributable to our workmanship, we will return to rectify it at no additional charge. This guarantee does not cover:

  • Fair wear and tear
  • Damage caused by misuse, neglect, or third-party interference
  • Pre-existing faults or conditions that we could not reasonably have identified before beginning work
  • Parts or equipment subject to a separate manufacturer's warranty

Parts and equipment are subject to the manufacturer's warranty. We will assist you in making a warranty claim where applicable. Our workmanship guarantee does not affect your statutory rights under the Consumer Rights Act 2015.

8. Boiler Upgrade Scheme (BUS Grant)

Where we assist you in applying for a Boiler Upgrade Scheme (BUS) grant through Ofgem, the following applies:

  • Grant eligibility is determined by Ofgem, not by us. We cannot guarantee that your application will be approved.
  • The grant amount is deducted from the total installation cost. You are responsible for paying the balance.
  • If your application is rejected or the grant is clawed back by Ofgem due to information you provided being inaccurate or incomplete, you remain liable for the full installation cost.
  • Grant terms and amounts are set by the government and may change. We will inform you of the current grant value at the time of your quote.
  • You must meet Ofgem's eligibility criteria, including having a valid EPC and meeting the property requirements. We will carry out reasonable checks but cannot guarantee eligibility.

9. Cancellation and rescheduling

We ask for at least 24 hours' notice if you need to cancel or rearrange an appointment. Late cancellations (less than 24 hours' notice) or failure to provide access may be subject to a call-out charge to cover our costs.

Consumer cancellation rights: If you are a consumer and have entered into a contract for services at a distance (e.g. by phone or online) or off-premises, you have the right to cancel within 14 days of the contract being formed under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, without giving a reason.

If you request that work begins within the 14-day cancellation period and you subsequently cancel, you will be liable to pay for any services already provided up to the point of cancellation, in proportion to the total contract price.

To cancel, please contact us at [email protected] or call 01752 278 569.

We reserve the right to cancel or reschedule an appointment due to circumstances beyond our control (including illness, severe weather, or supply delays). We will give you as much notice as possible and offer an alternative date.

10. Liability

We carry full public liability insurance. Our liability for any claim arising from our services is limited to the value of the work carried out under the relevant contract.

We are not liable for any indirect, consequential, or economic losses, including loss of profit, loss of use, or loss of data, arising from our services or from use of this website.

We are not responsible for pre-existing faults, damage, or conditions at your property that we could not reasonably have identified before beginning work.

Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by law.

If you are a consumer, these Terms do not affect your statutory rights under the Consumer Rights Act 2015, including your right to services carried out with reasonable care and skill.

11. Website disclaimer

The information on this website is provided for general information purposes only. While we endeavour to keep it accurate and up to date, we make no representations or warranties of any kind about the completeness, accuracy, or suitability of the information for any particular purpose.

This website may contain links to third-party websites. We are not responsible for the content or practices of those sites.

We reserve the right to modify or withdraw this website, or any content on it, at any time without notice.

12. Intellectual property

All content on this website, including text, images, logos, and design, is owned by or licensed to Core Plumbing + Heating and is protected by copyright. You may not reproduce, distribute, or use any content without our prior written consent.

13. Complaints and dispute resolution

If you are unhappy with any aspect of our service, please contact us in the first instance so we can try to resolve the matter:

We will acknowledge your complaint within 3 working days and aim to resolve it within 14 working days.

If we are unable to resolve your complaint, you may refer the matter to an alternative dispute resolution (ADR) scheme. As a Gas Safe registered business, complaints about gas work may also be referred to the Gas Safe Register.

If you are a consumer based in the UK, you may also use the Online Dispute Resolution (ODR) platform provided by the European Commission (available at ec.europa.eu/consumers/odr), although this is not our preferred method of dispute resolution.

14. Governing law

These Terms are governed by the laws of England and Wales. Any disputes arising from these Terms or our services will be subject to the exclusive jurisdiction of the courts of England and Wales, except where you are a consumer and applicable law gives you the right to bring proceedings in the courts of your place of residence.

15. Changes to these terms

We may update these Terms from time to time. The date at the top of this page will always reflect the most recent version. Continued use of our services or this website after any changes constitutes acceptance of the updated Terms.

16. Contact

If you have any questions about these Terms, please contact us at [email protected] or call 01752 278 569.