Terms & Conditions

1.1 In these Terms, the following words have the following meanings:

• Company / we / us — Güven Plumbers Limited, company number 16869690.
• Customer / you — the person or organisation for whom we agree to carry out work.
• Consumer — a Customer acting wholly or mainly outside their trade, business, craft or profession.
• Services / Works — the plumbing, heating, drainage, maintenance and related work we agree to provide.
• Quotation — a fixed price for the defined Works, given in writing following an on-site inspection.
• In hours — Monday to Friday, 9:00am to 5:00pm.
• Out of hours — any time outside our in-hours, including evenings, weekends and public holidays in England.
• Materials — parts, fittings, appliances and consumables supplied in connection with the Works.
• In writing / written — includes letter, email and WhatsApp message.

1.2 Headings are for convenience only and do not affect interpretation. Where the context allows, the singular includes the plural and vice versa.

2.1 Güven Plumbers Limited is a company registered in England & Wales under company number 16869690, with its registered office at 98 Martyrs Avenue, Crawley, West Sussex, RH11 7SE. We provide plumbing and heating services across Surrey and Sussex.

2.2 You can contact us by phone on 07719 522450, by email at hello@guvenplumbers.co.uk, by WhatsApp on 07719 522450, or by post at the registered office above.

3.1 We carry out water-side plumbing, heating and drainage work using our own qualified engineers. We will only undertake work that we are competent, qualified and equipped to carry out safely.

3.2 Any gas work carried out is carried out by our Gas Safe registered engineers.

4.1 A contract between you and us is formed when you accept a Quotation — in writing, verbally, or by allowing us to begin the Works — or when we confirm a booking with you.

4.2 These Terms, together with the agreed Quotation, form the entire agreement between us for the Works concerned.

5.1 We carry out work at a fixed price per job.

5.2 An accurate quote is always given following an on-site inspection by one of our engineers. Quotes are always discussed and agreed with you before any work is carried out.

5.3 A Quotation is valid for thirty (30) days from its date unless we state otherwise in writing. Once you accept it, the price is fixed for the Works described, subject to clause 5.5.

5.4 Guide prices. To give you an idea of cost, our work typically starts from the following prices:

5.5 Additional or unforeseen work. If additional or unforeseen work becomes reasonably necessary to complete the job (for example hidden damage or non-standard fittings), we will stop, explain what is needed, and agree the extra cost with you before continuing — except where immediate action is reasonably necessary to prevent injury or to prevent or limit damage to your property (for example stopping an active leak), in which case we will carry out the minimum necessary and tell you the cost as soon as possible afterwards.

6.1 There is always a call-out charge on any emergency call-out, unless we state otherwise.

6.2 Call-out charges vary from £35 up to £180, depending on the time of day and the distance to the job. We will tell you the applicable charge before we attend wherever it is reasonably practicable to do so.

6.3 Out-of-hours call-outs (see section 1) attract our higher call-out rates. Unless stated otherwise, the call-out charge covers our attendance and diagnosis; the cost of carrying out the work itself is quoted and agreed separately as a fixed price per job (see section 5).

7.1 Payment for completed Works is due on completion, regardless of the amount, unless we have agreed a different payment date with you in writing.

7.2 We accept Visa, Mastercard, American Express, Apple Pay, contactless, bank transfer and cash. Bank transfer details are provided on your invoice.

7.3 Deposits and advance payments. We may request a job deposit, an advance call-out payment, a payment specifically for Materials, or staged payments. We will confirm the amount, purpose and applicable cancellation terms before you agree and pay. All payments are credited towards the agreed charges for your job. Cancellation deductions are governed by section 9.

7.4 Minimum charge. In the event of a call-out where the only work required is to isolate the water supply, a minimum charge will apply.

7.5 Ownership of Materials. All Materials supplied by us remain our property until they have been paid for in full. Risk in the Materials passes to you on delivery or installation.

7.6 Advance call-out payments. An agreed call-out charge paid in advance is non-refundable if you cancel the call-out, subject to the fair-charge limits and statutory rights in clauses 9.6 and 15. This is payment towards the call-out service, not a job deposit subject to the 50% rule.

7.7 Advance payments for Materials. Money paid specifically to purchase Materials is non-refundable to the extent it has been spent on Materials ordered for your job and the cost cannot reasonably be recovered. Unspent money and amounts recovered through supplier refunds, returns, resale or reuse will be credited or refunded. Clauses 9.5, 9.6 and 15 apply.

8.1 As standard, we do not make good after gaining access to plumbing fixtures, or after gaining access to locate burst pipes or other concealed faults. For example, we do not re-plaster, re-tile, redecorate, or reinstate flooring, boxing or other finishes, unless this is expressly stated in your Quotation.

8.2 Where making good or reinstatement is required, we can quote for it separately on request.

9.1 How to cancel. Tell us as soon as possible by calling 07719 522450, emailing hello@guvenplumbers.co.uk or writing to our address in section 25. Please give your name, job address and booking or quotation reference.

9.2 Non-emergency appointments. Where no call-out payment has been agreed in advance, you may cancel or rearrange a non-emergency appointment at least 24 hours before the scheduled time without an appointment cancellation charge. This does not waive recoverable Materials costs or the job-deposit provisions below. Cancellation within 24 hours may incur an agreed call-out charge, subject to clause 9.6.

9.3 Call-out payments and emergency visits. Advance call-out payments are non-refundable on customer cancellation, subject to clauses 9.6 and 15. For an emergency call-out not paid in advance, the agreed call-out charge may remain payable if you cancel after we have committed resources or dispatched an engineer. Any amount retained or charged must meet the limits in clause 9.6; a full fee is not automatically payable where those limits require a reduction.

9.4 Cancellation after Materials have been purchased: 50% of the job deposit. You may cancel the job after we have purchased Materials for it. Our cancellation and administration charge is 50% of the job deposit, deducted from that deposit, with the remaining 50% refunded. For example, a £200 job deposit means £100 retained and £100 refunded. This is not an additional charge on top of retaining the full deposit. We will retain less and refund more if clause 9.6 or your statutory rights require it. This 50% rule does not apply before Materials have been purchased; any earlier deduction must be justified under clause 9.6.

9.5 Materials and avoiding duplicate charges. A separately agreed advance payment specifically for Materials is accounted for under clause 7.7. We will not recover the same Materials, administration or other cancellation cost twice, whether through a job-deposit deduction, a call-out payment or a separate Materials payment. Charges for work already properly carried out remain subject to the agreed price and your statutory rights.

9.6 Fair-charge limits and refunds. The charges and deductions in this section are limited to our reasonable, evidenced net losses directly caused by cancellation and any other amounts we may lawfully recover. We will take reasonable steps to reduce those losses, including returning or reusing Materials and filling the appointment where practicable. We will account for savings and recoveries, explain any deduction on request and refund any excess without undue delay, within any applicable statutory deadline. A 50% deduction or a non-refundable label does not override these limits.

9.7 When we cancel or are at fault. These customer-cancellation charges do not apply where we cancel the job or where you are entitled to cancel because we have breached the contract. Section 10 and your statutory rights apply.

10.1 Occasionally we may need to cancel or reschedule a visit — for example because of illness, a safety concern, parts availability, or severe weather. We will give you as much notice as we reasonably can and offer the earliest alternative appointment.

10.2 We are not responsible for delays caused by events beyond our reasonable control (see section 22), except where the law provides otherwise. If we cancel, we will refund advance payments for Works, call-outs or Materials we have not provided. The customer-cancellation deductions in section 9 do not apply.

11.1 You are responsible for providing safe and reasonable access to the work area at the scheduled time, and for ensuring a responsible adult (18 or over) is present where the Works require it.

11.2 You agree to give us accurate information about the problem, the property and the system, and to tell us about any known hazards — including the presence or suspected presence of asbestos.

11.3 Please secure pets and move or protect valuables and fragile items in the work area before we arrive.

11.4 You are responsible for obtaining any necessary permissions — for example from a landlord, freeholder, managing agent or neighbour — before the Works begin.

11.5 We may refuse to start, or may stop, any Works where in the reasonable opinion of our engineer conditions present an unacceptable risk to health or safety — including asbestos, structural instability, or unsafe electrical or gas installations. Where we do, we will record the reason and may provide a Quotation for any remedial work needed before the original job can proceed.

12.1 We guarantee our own workmanship for 12 months from the date the Works are completed, subject to fair use and proper maintenance.

12.2 The guarantee does not cover defects arising from misuse, neglect, unauthorised modification, work later carried out by others, pre-existing problems, or normal wear and tear.

12.3 Please report any suspected defect promptly. Where a defect is covered, we will re-attend and put it right at no charge to you.

13.1 Manufacturer warranties on parts, equipment and appliances are separate from our workmanship guarantee and may last longer than 12 months. We will tell you about any applicable warranty at the point of installation, and you should keep the documentation.

13.2 Where you ask us to fit parts or appliances that you have supplied yourself, those items are at your own risk. They are not covered by our workmanship guarantee in respect of the item itself, and we accept no responsibility for their suitability, quality or failure.

13.3 As set out in clause 7.5, Materials we supply remain our property until paid for in full.

14.1 We carry out water-side work in accordance with the Water Supply (Water Fittings) Regulations and other relevant standards applicable to the Works.

14.2 Any gas work is carried out by our Gas Safe registered engineers and is notified and certified as required. We will provide any applicable certificate.

14.3 Some works are notifiable under Building Regulations. Where this applies, we will advise you and ensure the appropriate notification or certification is arranged.

15.1 If you are a Consumer, the Consumer Rights Act 2015 gives you legal rights, including that the Services will be carried out with reasonable care and skill, within a reasonable time, and — where a price has not been agreed in advance — for a reasonable price.

15.2 Nothing in these Terms affects your statutory rights as a Consumer. If you would like more information about your rights, you can contact your local Citizens Advice.

15.3 Statutory cancellation rights. Where the Consumer Contracts Regulations give you a cooling-off right, that right takes priority over sections 7 and 9. We will provide the applicable cancellation information and model cancellation form before you are bound by the contract. You may cancel by a clear statement using the contact details in clause 9.1; using the model form is optional.

15.4 Starting work during a cancellation period. Where a statutory cancellation period applies, we will obtain your express request to start early and any written request or acknowledgement required by law. If you then cancel, we will only charge for services supplied to the extent the law permits, generally in proportion to the service provided. Paying in advance does not itself remove your cancellation rights.

15.5 Urgent repairs. A statutory cooling-off exception may apply when you specifically ask us to visit for urgent repairs or maintenance. It applies only to the urgent work and necessary replacement parts covered by that exception, not automatically to additional work or goods. Your rights concerning faulty goods or services remain unaffected.

16.1 If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our failure to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable.

16.2 We are not liable for indirect or consequential losses, including loss of income, loss of business or business opportunity, or the cost of alternative accommodation, except to the extent that such liability cannot be excluded by law.

16.3 Our liability for physical damage to your property caused by our negligence is limited to the amount recoverable under our public liability insurance (see section 17).

16.4 We are not responsible for pre-existing defects in your plumbing, heating or property, nor for the failure of parts or appliances that you have supplied (see clause 13.2). Subject to clause 16.5, we are not responsible for making good unless your Quotation says otherwise (see section 8).

16.5 Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for breach of your statutory rights, or for any other liability that cannot lawfully be excluded or limited.

17.1 We hold public liability insurance to the value of £5,000,000. Evidence of cover is available on request.

18.1 If you are unhappy with any part of our service, please tell us first so we can put it right. Contact us on 07719 522450, by email at hello@guvenplumbers.co.uk, or via the contact form on our website.

18.2 We will acknowledge your complaint within 24 hours of receiving it and aim to resolve the matter within 14 days.

18.3 If we cannot resolve things between us, you may be able to use an alternative dispute resolution (ADR) service, including any dispute or guarantee scheme operated by the platform through which you booked us (for example Checkatrade or MyBuilder). You can also seek independent advice from Citizens Advice. These options do not affect your right to take legal action.

19.1 We may take photographs of completed work for our records and for marketing, presented in a way that does not identify you or your address. If you would prefer we did not, just let the engineer know or contact us.

20.1 We collect only the personal information reasonably needed to provide our Services — typically your name, address, contact details and payment information — and we process it in accordance with the UK General Data Protection Regulation and the Data Protection Act 2018.

20.2 We do not sell your personal data. We share it only where necessary to provide the Services — for example with payment processors and parts suppliers — or where we are required to by law.

20.3 You may ask us at any time for a copy of, correction of, or deletion of the personal data we hold about you. For full details of how we handle your information, please see our Privacy Policy.

21.1 The content of this website — including text, images, logos and design — is owned by or licensed to us and is provided for your personal, non-commercial use. You may not copy or reproduce it without our permission.

21.2 Our website may link to external sites we do not control. We are not responsible for the content of those sites.

22.1 We are not liable for any failure or delay in performing our obligations where it arises from causes beyond our reasonable control, including acts of God, severe weather, fire, flood, civil unrest, government action, supply shortages or industrial dispute. Where such an event occurs, we will contact you to rearrange.

23.1 Changes to these Terms. We may update these Terms from time to time. The version in force when your contract is formed is the version that applies to that contract.

23.2 Severability. If any part of these Terms is found to be unlawful or unenforceable, the remaining provisions continue in force.

23.3 No waiver. If we do not insist that you perform any obligation, or delay in enforcing our rights, that does not mean we have waived them.

23.4 Assignment & subcontracting. We may transfer or subcontract our rights and obligations under these Terms, provided this does not affect your rights. You may not transfer your rights or obligations without our written consent.

23.5 Third parties. A contract under these Terms is between you and us. No other person has any right to enforce its terms under the Contracts (Rights of Third Parties) Act 1999.

24.1 These Terms, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales.

24.2 Disputes may be brought in the courts of England and Wales. If you are a Consumer living in Scotland or Northern Ireland, you may also bring proceedings in the courts of the country where you live.

25.1 For anything relating to these Terms or your job, you can reach us by phone on 07719 522450, by WhatsApp on 07719 522450, by email at hello@guvenplumbers.co.uk, or by post at Güven Plumbers Limited, 98 Martyrs Avenue, Crawley, West Sussex, RH11 7SE.