Terms and Conditions (Emergency Services & Quote Booking)

Last updated: 23 June 2026

These Terms and Conditions (“Terms”) govern your access to and use of the website www.np247.co.uk (the “Website”) and any requests, bookings, or contracts for services offered by NORFOLK PLUMBING 24/7 LTD (“we”, “us”, “our”).

By using the Website, submitting forms, or requesting/booking our services, you agree to be bound by these Terms.

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1. Who we are

Business name: NORFOLK PLUMBING 24/7 LTD
Email: norfolkplumbing247@gmail.com
Phone: 07762115010

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2. Services we provide

We provide plumbing and heating repair and related services, including (as applicable):

• General plumbing services

• Gas services

• Drainage services

• boiler and radiator related work

• emergency call-out repairs (where available)

Service availability, pricing and timings may vary depending on location and urgency.

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3. How to book (overview)

You may book an emergency visit or request a quote via the Website (e.g., by submitting forms).
Booking and/or quote requests create an obligation to pay as set out in these Terms only after confirmation and/or acceptance in line with the relevant section below.

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4. Emergency Services Terms

This section applies to emergency call-out bookings.

4.1 Cancellation rules for emergency bookings

When we contact you for confirmation following your emergency booking request, you may cancel the appointment only during the time of that conversation.

If, after conversation with us, the visit is not cancelled, and you request to cancel the appointment later, you will be charged for the full first hour of work.

4.2 Hourly rate structure

Emergency services are based on hourly rates.

• The first hour is always charged as a full hour, regardless of how long the engineer actually needs.

• After the first hour, we charge a half-hour rate, equal to half of the hourly rate.

  • Example: time beyond the first hour is charged in half-hour increments at 50% of the hourly rate.

4.3 Rate categories by service type

Emergency hourly rates may differ depending on the service type, including:

• general plumbing services

• gas services

• drainage services

4.4 Time chosen by the customer / booking time variations

Our emergency hourly rates vary depending on the time the emergency visit is booked for.

• Where you choose the time yourself, the charge will be based on the time you selected.

  • Example: you book at 13:00 but request the visit at 21:00 → charges apply as for the 21:00 time slot.

4.5 Temporary repairs and engineer notification

Even though most repairs are intended to be permanent, some repairs may be temporary due to the nature of the fault or other constraints. In such cases, we will inform you through the engineer during the visit.

4.6 Warranty / guarantee on emergency work

We provide a warranty on completed work for 1 month starting from the date of the emergency visit.

You must notify us and make any warranty claim within the warranty period. If you do not notify us within the warranty period, we may refuse the claim.
Warranty claims are subject to the same conditions and exclusions described under 7. Warranty and limitations (general).

4.7 Re-visits due to parts availability or shop closures

Some visits may require a re-visit due to:

• availability of materials/parts; or

• timing constraints such as stores being closed at the required time to obtain the necessary parts.

Re-visits are treated as first visits (i.e., the first hour is always charged as a full first hour, and the same hourly charging structure applies).

4.8 Refunds / cost adjustments (when accepted)

Refunds/cost adjustments for services will be considered only if the issue is due to our fault.

No refund will be accepted if:

• you (or anyone else) tries to repair the issue yourself; or

• someone arranges/engages another engineer to carry out repairs without our knowledge.

Some jobs may not be guaranteed (for example, temporary fixes). The engineer will explain why during the visit.

In all cases, the customer must notify us within the applicable warranty period. After that time, refunds/adjustments will not be accepted.

4.9 Court / debt recovery

If any amounts due under these Terms are not paid, the matter may be referred to the relevant court for recovery, where appropriate and lawful.

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5. Quote Booking Terms (including deposits & cancellations)

This section applies to Quote Booking where you submit a form to request a quote and/or acceptance of the quote.

5.1 (Data consent)

Data consent relating to form submissions is covered in Section 6.2 (Data storage and sharing) and applies across Emergency and Quote booking forms.

5.2 Acceptance of our quoted estimate & deposit

If you have accepted the quote we provide, a deposit will be charged:

• the deposit is the sum of the prices of all materials needed for the job (for the purchase of materials);

• the deposit is non-refundable once received, because it is used to secure and purchase the required materials promptly, and the materials may be ordered on your behalf;

• the deposit remains payable regardless of the final total.

5.3 Cancelling during the works / withdrawal from services

If, during the works, the customer withdraws from the services for any reason, you will be required to pay:

• the value of all work completed, as determined by us (not by the customer).

5.4 Non-payment and legal action

If any amounts due are not settled, the matter may be referred to court for recovery, where appropriate and lawful.

5.5 Warranty / guarantee on Quote work

We provide a warranty on completed work for 6 months, starting from the date of the relevant visit.
You must notify us and make any warranty claim within the warranty period. If you do not notify us within the warranty period, we may refuse the claim.
Warranty claims are subject to the same conditions and exclusions described under 7. Warranty and limitations (general).

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6. General terms (apply to all services)

6.1 Customer responsibilities (form submissions)

Where you submit a form to request emergency services or a quote, you must:

• fill in all fields in the form, and

• describe the problem as accurately and clearly as possible, using your best available information.

Any delays caused by incomplete or inaccurate information may affect scheduling and costs where permitted by law.

6.2 Data storage and sharing (applies to emergency and quote forms)

By completing and submitting the relevant forms on our Website (including Emergency and Quote Booking forms), you agree that we may store your data in our database.

Your data will be used only in connection with your request/booking and will be shared only in the event of claims and similar situations, for example:

• disputes,

• warranty/claim handling,

• matters related to emergency and quote bookings.

6.3 Safety and emergency conduct

Where urgent safety actions are required (e.g., isolating supply), we may take reasonable steps to make the situation safe.

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7. Warranty and limitations (general)

7.1 Emergency warranty

For emergency call-out work, we provide a warranty for 1 month, starting from the date of the emergency visit (as set out in 4.6).

7.2 Quote warranty

For quote bookings, we provide a warranty for 6 months, starting from the date of the relevant visit.

This warranty is subject to the same conditions and exclusions as described for emergency services in these Terms.

7.3 Limits on warranties / exclusions

We do not provide warranty coverage for issues caused by:

• normal wear and tear,

• misuse,

• third-party interference,

• circumstances beyond our control,

• or where refunds/cost adjustments are excluded under 4.8 and/or where the customer withdraws from the services under 5.3.

7.4 Limitation of liability

Nothing in these Terms excludes or limits our liability for:

• death or personal injury caused by negligence;

• fraud or fraudulent misrepresentation; or

• any other liability which cannot be excluded or limited by law.

To the maximum extent permitted by law:

• we will not be liable for any indirect or consequential losses; and

• our total liability for any claim arising out of or in connection with the services or these Terms will not exceed the amount you paid for the services in question.

7.5 Statutory rights (consumers)

Nothing in these Terms affects your statutory rights as a consumer.

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8. Changes to these Terms

We may update these Terms from time to time. The “Last updated” date will reflect the latest revision.

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9. Governing law and jurisdiction

These Terms are governed by the laws of England & Wales. Disputes are subject to the jurisdiction of the relevant courts, unless otherwise required by applicable law.

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10. Contact us

If you have any questions about these Terms, contact us:

• Email: norfolkplumbing247@gmail.com

• Phone: 07762115010