Terms & Conditions of Service

1. Definitions & Interpretation

In these Terms, unless the context requires otherwise, the following definitions apply:

• "Agreement" means the contract formed between the Contractor and the Customer, comprising these Terms together with the accepted Quotation and any written Variations agreed between the parties.
• "Agent" means any person or organisation who acts on behalf of the Contractor.
• "Contractor" means Mend Your Home, its proprietor, and any of their employees, agents, and/or sub-contractors.
• "Customer" means the individual, individuals, or business entity named on the Quotation who has engaged the Contractor to carry out the Works.
• "Consumer" means a Customer who is an individual acting for purposes that are wholly or mainly outside that individual's trade, business, craft, or profession, as defined by section 2(3) of the Consumer Rights Act 2015.
• "Commercial Customer" means a Customer who is acting in the course of a business, trade, craft, or profession.
• "Emergency Work" means any work required to address an immediate risk to health, safety, or property, including but not limited to gas leaks, burst pipes, total boiler failures in cold weather, and uncontrolled water leaks.
• "Estimate" means an approximate guide to the likely cost of the Works, which is not a fixed-price commitment and may vary once the full scope of work is determined.
• "Invoice" means a written demand for payment issued by the Contractor for Works completed, materials supplied, or both.
• "Quotation" or "Quote" means a written fixed-price offer to carry out the Works described therein, valid for the period stated on it or, in the absence of a stated period, for 14 days from the date of issue.
• "RIDDOR" means the Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 2013.
• "Site" means the property or location where the Works are to be carried out.
• "Standard Rate" means the Contractor's prevailing hourly or daily labour rate for work not covered by a fixed-price Quotation, as published on the Contractor's website or communicated to the Customer upon request.
• "Variation" means any alteration, addition, or omission to the scope of Works originally described in the Quotation.
• "Working Period" means the date(s) that the Contractor and the Customer agree for the Works to be carried out.
• "Works" means the specific scope of plumbing, heating, and/or gas work described in the accepted Quotation, and no more.

References to statutes or statutory provisions include those provisions as amended, re-enacted, or replaced from time to time. Headings are for convenience only and do not affect interpretation. Words in the singular include the plural and vice versa.

2. Quotations, Estimates & VAT

• 2.1 Quotations remain open for acceptance for 14 days from the date of issue unless an alternative validity period is stated on the Quotation, or the Quotation references a time-limited supplier promotion, in which case the Quotation expires at the end of that promotion.
• 2.2 The Contractor reserves the right to withdraw or amend any Quotation at any time before the Customer's acceptance.
• 2.3 An Estimate is not a Quotation. An Estimate is an approximate indication of likely costs and is not binding on the Contractor. The final price may be higher or lower than the Estimate depending on the actual scope of work required.
• 2.4 All prices are quoted exclusive of VAT unless otherwise stated. Should the Contractor become VAT-registered at any point, or should the applicable VAT rate change, the Customer shall be liable for any VAT due at the prevailing rate in addition to the quoted price.
• 2.5 Prices quoted are based on the conditions observed during any initial survey or assessment. If, upon commencement of the Works, the Contractor discovers conditions materially different from those observed or described, the Contractor reserves the right to revise the price accordingly and will notify the Customer before proceeding with the additional work.

3. Payment Schedule & Method

• 3.1 Deposit: Where the Contractor deems a deposit necessary (including, but not limited to, covering the cost of materials, parts ordered specifically for the Customer, or as security against the Customer's obligations), a deposit shall be payable before the Works commence or before materials are ordered, whichever is earlier. The deposit amount will be stated on the Quotation or communicated in writing. No materials will be ordered, and no start date will be confirmed, until the deposit has been received and cleared.
• 3.2 Staged / Milestone Payments: For larger projects, payments may be staggered at intervals agreed in writing — for example, after each completed day, week, or upon completion of defined milestones. Each staged payment becomes due immediately upon the Contractor's notification that the relevant milestone has been reached or the relevant period has elapsed.
• 3.3 Single Payment on Completion: Where no deposit or staged payment arrangement is specified, the full amount is due upon satisfactory completion of the Works and presentation of the Invoice.
• 3.4 Payment Due Date: All Invoices are due for payment either immediately upon presentation or strictly within 14 days from the date of the Invoice, depending on the terms agreed with the Customer. The applicable due date will be clearly stated on the Invoice.
• 3.5 Accepted Payment Methods: We accept payment by bank transfer (BACS/Faster Payments), cash, and card (including via payment links). We do not accept cheques.
• 3.6 Emergency & Out-of-Hours Work: Emergency and out-of-hours work (including evenings, weekends, and bank holidays) may be subject to premium rates. These will be communicated to the Customer before work commences. By instructing us to proceed, the Customer agrees to the stated premium rate.
• 3.7 Referral Commissions & Third-Party Scouts: We're proud to run a community-driven Referral Programme that rewards the people who recommend us, whether that's a friend, a neighbour, a fellow tradesperson, a colleague, or a local scout. Instead of spending money on advertising with big corporations, we'd rather invest that money back into our community by rewarding the real people who help our business grow. If you were referred to us by a third party, we want you to know that we may pay them a small commission or reward out of our own profit margin. This is completely standard practice and, importantly, it does not add anything to the price you pay. You receive exactly the same competitive rates as every other customer. As part of our commitment to transparency, we ask all of our referrers to be upfront with the people they refer and let them know about the arrangement. It's simply good practice and keeps everything open and honest for everyone. If you'd ever like to know more about how our Referral Programme works, feel free to ask us at info@mendyourhome.com.

4. Late Payment & Interest

• 4.1 Residential / Consumer Customers: Where any sum due under this Agreement remains unpaid after the due date, the Contractor reserves the right to charge interest on the overdue amount at a rate of 4% per annum above the Bank of England base rate, calculated on a daily basis from the due date until the date of actual payment in full.
• 4.2 Commercial / Business Customers: Where the Customer is a Commercial Customer, the Contractor reserves the right to claim:
  • Statutory interest at 8% per annum above the Bank of England base rate, calculated daily, in accordance with the Late Payment of Commercial Debts (Interest) Act 1998; and
  • Fixed-sum compensation of £40 (for debts up to £999.99), £70 (for debts of £1,000 to £9,999.99), or £100 (for debts of £10,000 or more), as provided by the said Act; and
  • Reasonable costs of recovering the debt, including but not limited to solicitors' fees, court fees, and debt collection agency charges.
• 4.3 The right to charge interest and seek compensation under this Clause 4 is without prejudice to any other rights or remedies available to the Contractor under law or equity.

5. Right to Suspend Works for Non-Payment

• 5.1 If the Customer fails to make any payment when it falls due under this Agreement (whether a deposit, staged payment, or final Invoice), the Contractor shall be entitled, without prejudice to any other right or remedy, to suspend all further Works with immediate effect by giving written notice (including via email, text message, or WhatsApp) to the Customer.
• 5.2 Works shall remain suspended until all outstanding sums, together with any accrued interest and costs, have been paid in full.
• 5.3 The Contractor shall not be liable for any loss, damage, inconvenience, or delay suffered by the Customer as a result of the lawful suspension of Works under this clause.
• 5.4 Any completion date or agreed Working Period shall be extended by a period equal to the duration of any suspension under this clause.

6. Retention of Title

• 6.1 Risk of damage to or loss of any goods and materials supplied by the Contractor shall pass to the Customer upon delivery to the Site.
• 6.2 Notwithstanding delivery and the passing of risk, legal and beneficial ownership ("Title") of all boilers, parts, appliances, and materials supplied by Mend Your Home shall remain with Mend Your Home and shall not pass to the Customer until the corresponding Invoice (and any other sums due under this Agreement) has been paid in full.
• 6.3 Until Title has passed, the Customer shall hold the goods as bailee for the Contractor. The Contractor reserves the right to enter the Site and recover its goods at any time if payment remains outstanding, and the Customer hereby grants an irrevocable licence for this purpose.

7. Cooling-Off Period & Cancellation Rights

Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013:

• 7.1 Where this Agreement is entered into away from the Contractor's business premises (including at the Customer's home), the Customer who is a Consumer has a statutory right to cancel this Agreement within 14 days beginning on the day after the day on which the Agreement is entered into ("Cooling-Off Period").
• 7.2 To exercise the right to cancel, the Customer must inform the Contractor of their decision by a clear written statement (by email to info@mendyourhome.com or by post) within the Cooling-Off Period.
• 7.3 Express Request to Commence Work Early: By instructing the Contractor to commence the Works (including accepting an appointment, approving a start date, or requesting an emergency call-out) before the expiry of the 14-day Cooling-Off Period, the Customer expressly requests that the Contractor begin performance of the service during the Cooling-Off Period, within the meaning of Regulation 36(1) of the Consumer Contracts Regulations 2013. The Customer acknowledges and agrees that:
  • (a) they will be liable to pay for all labour, materials, and services provided by the Contractor up to the point of any cancellation; and
  • (b) if the Works are fully completed within the Cooling-Off Period, the right to cancel is lost entirely in accordance with Regulation 36(1)(a).
• 7.4 No Cancellation Right for Custom Items: In accordance with Regulation 28(1)(b) of the Consumer Contracts Regulations 2013, the Customer does not have a right to cancel in respect of any goods that are made to the Customer's specifications or are clearly personalised — including, but not limited to, custom-cut pipework, bespoke bath frames, fitted woodwork, and specially ordered parts or appliances that are not standard stock items.
• 7.5 Emergency & Urgent Work: Where the Customer engages the Contractor for Emergency Work or urgent repairs (e.g., leak repair, boiler breakdown, gas safety issue) and the Customer requests that work commence immediately, the Customer expressly acknowledges that this constitutes a request for immediate performance. The Customer waives the right to cancel once work has been completed in full, and remains liable for all costs incurred up to the point of any earlier cancellation.
• 7.6 Cancellation by the Customer Outside the Cooling-Off Period: If the Customer cancels after the Cooling-Off Period has expired or after waiving the right to cancel, the Customer shall be liable for:
  • (a) all labour and materials provided to date;
  • (b) the cost of any materials specifically ordered for the Works that cannot be returned to the supplier (or a reasonable restocking charge where applicable); and
  • (c) a reasonable administration fee to cover the Contractor's costs of scheduling and preparation.
• 7.7 Short-Notice Cancellation: If the Customer cancels or reschedules a confirmed appointment with less than 24 hours' notice, the Contractor reserves the right to charge a cancellation fee equivalent to the standard call-out charge or one hour's labour at the Standard Rate, whichever is greater.

8. Contractor's Responsibilities

The Contractor agrees to:

• 8.1 Carry out the Works with reasonable care and skill, in accordance with section 49 of the Consumer Rights Act 2015 and in compliance with all applicable regulations, codes of practice, and manufacturer guidelines.
• 8.2 Supply materials that are new and of satisfactory quality unless otherwise expressly agreed in writing. The use of used, second-hand, or Customer-supplied parts is at the Customer's sole risk. We accept no liability for the failure, unsuitability, or deterioration of such parts, though we will install them with reasonable care. Any subsequent call-outs, repairs, or replacements required due to faults with Customer-supplied or second-hand parts will be fully chargeable.
• 8.3 Take reasonable steps to minimise health and safety risks and environmental damage.
• 8.4 Where relevant and appropriate, notify Building Control, Gas Safe Register, or other regulatory bodies of notifiable installations following completion.
• 8.5 We may need to isolate water, gas, and/or electrical services during the Works. We will give reasonable notice and minimise any period of isolation.
• 8.6 The Contractor reserves the right to substitute quoted products with alternative products of equal or superior quality suitable for the intended purpose, in the event that the originally specified product becomes unavailable.

9. Customer's Responsibilities

The Customer agrees to:

• 9.1 Provide accurate and complete information about the Site, the existing installations, and the nature of any issues to be addressed.
• 9.2 Take notice of all safety warnings given by the Contractor and follow any reasonable instructions given in respect of the Works.
• 9.3 Not allow any unauthorised persons (including children) or pets/animals to access the work area during work times or when work is not yet complete and poses a risk (e.g., holes, trip hazards, debris, sharp objects, exposed pipework).
• 9.4 Grant the Contractor access to the Site during agreed working hours throughout the Working Period.
• 9.5 Keep the Site and work area clear of obstructions to allow the Contractor to carry out the Works safely and efficiently.
• 9.6 Confirm that the property is not a listed building, or that the Customer has obtained all necessary consents for the Works to be carried out on a listed building or within a conservation area.
• 9.7 Not interfere with, alter, or tamper with any work in progress, materials, or equipment left on Site by the Contractor.

9.8 If Mend Your Home works alongside another contractor or tradesperson hired separately by the Customer, we are not responsible for that third party's punctuality, absence, conduct, delays, workmanship, or any damage or defects arising from their work.

10. Site Access, Facilities & Abortive Visits

• 10.1 Access Requirements: The Customer must provide clear, safe, and unobstructed access to the Site and to all areas required for the Works including, without limitation: internal and external stopcocks, gas meters, boiler cupboards, airing cupboards, loft spaces, water tanks, cylinder cupboards, under-stairs areas, radiators, and any areas containing pipework or drainage relevant to the Works.
• 10.2 Clearing the Work Area: The Customer is responsible for clearing personal belongings, furniture, and obstructions from the immediate work area prior to the Contractor's arrival. Failure to do so may result in additional charges for time spent clearing the area, or the Contractor may be unable to commence the Works.
• 10.3 Facilities: The Customer shall provide the Contractor with access to the following for the duration of the Works:
  • Mains water supply
  • Gas meter and gas supply
  • Mains electricity supply
  • Toilet facilities
• 10.4 Parking: The Customer must provide parking permits or cover the cost of parking (including meter charges, pay-and-display, or penalty charges) for the Contractor's vehicles for the duration of the Works. Any parking fines incurred due to the Customer's failure to provide adequate parking arrangements shall be recharged to the Customer.
• 10.5 Specialist Access: If access to the work area requires scaffolding, loft ladders, specialist access equipment, or other provisions not specified in the Quotation, this will constitute additional work and will be charged accordingly.
• 10.6 Abortive Visits: If the Contractor arrives at the Site at the agreed date and time but is unable to gain access to the Site or to the areas necessary to carry out the Works (whether due to the Customer's absence, failure to provide keys or access codes, obstructed work areas, or any other reason attributable to the Customer), the Contractor reserves the right to charge an abortive visit fee equivalent to the full standard call-out charge, or one hour's labour at the Standard Rate, whichever is greater. This fee is payable regardless of whether the Works are subsequently rescheduled.

11. Scope of Work, Variations & Additional Charges

• 11.1 The Works to be carried out are strictly limited to those expressly described in the accepted Quotation. The Quotation does not constitute a blanket guarantee to resolve all issues with the Customer's plumbing, heating, or gas installations.
• 11.2 Any work, services, or materials required beyond the explicitly agreed scope of the Quotation (including, but not limited to, tracing a leak to its source, diagnosing additional faults discovered while addressing the primary fault, making good beyond basic patching, removal of asbestos-containing materials, or structural work) shall constitute a Variation and will incur additional charges at the Contractor's Standard Rate plus the cost of any additional materials.
• 11.3 Where reasonably practicable, the Contractor will seek the Customer's approval before proceeding with any Variation. However, in circumstances where the Variation is necessary to complete the Works safely or in compliance with applicable regulations, and where delay in proceeding would create a risk to health, safety, or property, the Contractor may proceed and shall notify the Customer as soon as reasonably practicable thereafter.
• 11.4 Verbal requests or instructions from the Customer do not constitute a formal amendment to the scope of the Quotation. All Variations should be agreed in writing (including by email, text message, or WhatsApp) wherever possible.
• 11.5 If materials are substituted by agreement for products of differing quality or value, the price difference (whether an increase or decrease) shall be reflected in the final Invoice.

12. Completion Dates & Time

• 12.1 The Contractor will use reasonable endeavours to carry out the Works on the agreed date(s) and within the estimated timescales. However, all dates given are approximate and time shall not be of the essence of this Agreement.
• 12.2 The Contractor shall not be liable for any loss, cost, or expense arising from delay in completing the Works, howsoever caused.
• 12.3 The Working Period may be extended if the Site has pre-existing issues requiring rectification before the Works can continue (e.g., damaged floors unable to support a bath, inadequate or unsafe pipework, structural deficiencies, or water damage). Any such extension and the cost of associated remedial work will be communicated to the Customer and charged as a Variation.

13. Force Majeure

• 13.1 The Contractor shall not be liable for any failure or delay in performing its obligations under this Agreement where such failure or delay results from circumstances beyond the Contractor's reasonable control ("Force Majeure Event"), including but not limited to:
  • Unavailability, shortage, or delayed delivery of materials, parts, or equipment from manufacturers or suppliers;
  • Adverse or severe weather conditions;
  • Industrial action, strikes, or lock-outs;
  • Natural disasters, flood, fire, or explosion;
  • Epidemic, pandemic, or public health emergency;
  • Government orders, regulations, restrictions, or sanctions;
  • Failure of utility services (water, gas, electricity);
  • Serious illness or injury of the Contractor or key personnel;
  • Unsafe site conditions not caused by the Contractor; and
  • Acts of terrorism, civil unrest, or war.
• 13.2 In the event of a Force Majeure Event, the Contractor may, at its discretion: (a) extend the completion date by a period equal to the duration of the delay; or (b) terminate this Agreement, in which case the Customer shall pay for all Works completed and materials supplied up to the date of termination.

14. Hidden Hazards & Pre-Existing Conditions

• 14.1 If, during the course of the Works, the Contractor uncovers hidden hazards or pre-existing conditions — including but not limited to mould, dry or wet rot, woodworm, weakened or water-damaged joists, deteriorated floorboards, corroded or inadequately supported pipework, evidence of previous substandard workmanship, or the suspected presence of asbestos-containing materials — work will cease immediately in the affected area.
• 14.2 The Contractor will notify the Customer of the discovery. Any specialist removal, remediation, structural reinforcement, or third-party work required to make the area safe before the Contractor's Works can resume shall be entirely at the Customer's expense and does not form part of the original Quotation.
• 14.3 The Contractor accepts no liability for any loss, damage, or cost arising from pre-existing hidden conditions that were not visible, discoverable, or reasonably foreseeable at the time of the initial survey or Quotation.
• 14.4 The Customer remains liable for all costs incurred by the Contractor up to the point at which work is paused or terminated due to the discovery of a hidden hazard, including any abortive travel time, labour, and materials already supplied.

15. System Upgrades & Existing Pipework

• 15.1 When the Works involve upgrading, converting, or replacing an older heating or hot-water system — including, without limitation, converting a gravity-fed or open-vented system to a combination boiler, installing a G3 unvented hot water cylinder, or any other work that introduces mains-pressure water or higher operating pressures to the existing system — the newly introduced pressure will naturally expose any pre-existing weaknesses, deterioration, corrosion, or deficiencies in the Customer's existing pipework, fittings, valves, radiators, towel rails, and ancillary components.
• 15.2 The Contractor accepts no liability whatsoever for any leaks, failures, weeping joints, burst pipes, or other damage that occurs on the Customer's existing pipework or components as a direct or indirect result of this necessary and unavoidable pressure increase.
• 15.3 Any repairs to existing pipework, fittings, or components required as a consequence of the pressure upgrade shall be treated as a Variation and will be quoted and charged separately.
• 15.4 Where the Contractor identifies, either before or during the Works, that existing pipework is unlikely to withstand the new operating pressures, the Contractor will advise the Customer accordingly. The decision on whether to proceed remains with the Customer, who accepts the associated risk.

16. Intrusive Works, Flooring & Making Good

• 16.1 Floorboards & Carpets: Accessing concealed pipework, underfloor heating, or drainage frequently requires the lifting of carpets, laminate flooring, vinyl, or floorboards. While the Contractor exercises reasonable care, older boards (particularly tongue-and-groove) may unavoidably split, crack, or break upon lifting due to their age, condition, or method of original fixing. The Contractor will refit lifted boards and relay carpets to the best of their ability; however, the Contractor is not a professional carpenter or carpet fitter. We cannot guarantee that carpets will sit perfectly flat or that boards will be restored to their pre-existing condition. The Customer assumes responsibility for engaging and paying a specialist to repair, replace, or professionally re-lay flooring if a perfect finish is required.
• 16.2 Plaster, Walls & Decorating: Installing or re-routing pipework, boilers, flues, or radiators often requires drilling, chasing, or cutting into walls, ceilings, or plasterwork. The Contractor will patch major holes with basic filler ("making good") but does not provide plastering, painting, sanding, tiling, or decorating services. Drilling and chasing can cause vibrations that may dislodge loose, aged, or poorly adhered plaster in adjacent rooms. The Contractor is not liable for such incidental damage to decorations or plasterwork.
• 16.3 Matching Materials: The Contractor makes no guarantee of matching existing tiles, paint colours, wallpaper, flooring materials, or other decorative finishes. The Customer acknowledges that an exact match may be impossible, particularly with discontinued or aged materials.
• 16.4 Dust, Debris & Valuables: Plumbing and heating work is inherently messy and may generate dust, soot, swarf, or minor water spillage. The Contractor will use dust sheets in the immediate work area and will remove its own rubbish on completion. However, the Customer is strictly responsible for removing, covering, or protecting furniture, electronics, artwork, valuables, and personal belongings in or near the work area prior to commencement. The Contractor is not liable for dirt, dust, or damage to items left exposed in or adjacent to the work area.
• 16.5 Concealed & Unmapped Utilities: The Contractor accepts no liability for accidental damage to hidden, unmapped, incorrectly charted, or non-compliantly routed pipes, cables, ducts, or conduits concealed within walls, floors, ceilings, or underground, provided the Contractor took reasonable precautions (including the use of pipe and cable detection equipment where appropriate).

17. Diagnostics, Fault Finding & Sequential Failures

• 17.1 Heating systems, boilers, and plumbing installations are complex interconnected networks. When diagnosing a fault, the Contractor will use professional expertise to identify the most likely failing component based on the symptoms presented at the time of inspection.
• 17.2 The Customer acknowledges and accepts that repairing or replacing one component (e.g., a diverter valve, pressure relief valve, or printed circuit board) may restore pressure, flow, or power to other parts of the system, thereby revealing a secondary or underlying fault (e.g., a failed expansion vessel, seized pump, or leaking heat exchanger) that was impossible to diagnose until the primary repair was completed.
• 17.3 Quotations and Estimates cover strictly the specific parts and labour described within them. They do not constitute a blanket guarantee to restore the entire system to full working order if multiple components have failed sequentially or independently.
• 17.4 If subsequent parts or labour are required after the initial quoted repair has been undertaken, these will be subject to a further Quotation and additional charges. The Customer remains liable for the full cost of the initial parts fitted and labour undertaken, even if those parts alone do not independently resolve the overall system issue.

18. Powerflush & MagnaCleanse

• 18.1 A powerflush or MagnaCleanse restores heating performance by breaking down and removing limescale, sludge (magnetite), and debris from the heating system. While it is the most effective method of cleansing a system, the Contractor cannot guarantee it will remove all deposits. In rare cases, blockages are so severe that sections of pipework, radiators, or valves must be cut out and replaced, which will incur additional charges.
• 18.2 Internal corrosion and scale cause progressive damage to pipework and components. Depending on the severity of this damage, leaks may occur during or after the flush. The flush does not cause these leaks — it uncovers them by removing the accumulated sludge that had been temporarily sealing weak points. Mend Your Home is not responsible for any leaks, water damage, or damage to decorations, furnishings, or existing pipework revealed during a flush.
• 18.3 Repairs for leaks that occur during or after the flushing process will be carried out at the Contractor's standard labour rates plus parts, and are not covered under any workmanship guarantee.

19. Cookers, Hobs & Ovens

• 19.1 The installation of new gas or electric cooking appliances may require cutting of worktops, alteration of cabinetry, or modification of gas and electrical connections. The Customer accepts that such work may cause cosmetic damage to existing worktops or cabinetry. The Contractor will take reasonable precautions but is not responsible for unavoidable damage during cutting or when removing old appliances.
• 19.2 Unforeseen pipe alterations, electrical modifications, or additional gas work required during installation will be treated as a Variation and charged accordingly.
• 19.3 The Customer must ensure that the appliance they supply is suitable for the intended use, compatible with the existing gas or electrical supply, and compliant with current regulations.

20. Gas Safety, RIDDOR & Unsafe Situations

• 20.1 All gas work carried out by the Contractor is subject to inspection in accordance with Gas Safe Register procedures and applicable regulations.
• 20.2 If, during any attendance (including a routine service, repair, or installation), the Contractor identifies a gas appliance, flue, pipework, or installation that is classified as "Immediately Dangerous" (ID) or "At Risk" (AR)" under the Gas Industry Unsafe Situations Procedure (GIUSP), the Contractor has a non-negotiable legal duty to:
  • (a) disconnect, cap off, or condemn the unsafe appliance or installation;
  • (b) affix the appropriate warning label(s);
  • (c) notify the Gas Safe Register and, where required, report the matter under RIDDOR 2013; and
  • (d) advise the Customer of the unsafe condition and the remedial work required.
• 20.3 The Contractor's obligation under this clause is absolute and cannot be overridden by the Customer. The Customer may not instruct the Contractor to leave an unsafe appliance connected or operational.
• 20.4 A boiler, gas fire, cooker, or gas pipe may appear to work normally but be legally classified as unsafe. The Contractor must act in accordance with the law regardless of the Customer's perception of the appliance's functionality.
• 20.5 The Contractor is not liable for the costs of rectifying pre-existing illegal, non-compliant, or unsafe gas installations carried out by previous installers or other parties. The cost of making such installations safe, or of bringing them into compliance, will be quoted and charged as a Variation or separate engagement.
• 20.6 The Customer remains liable for the full call-out fee, inspection time, and any labour and materials provided, regardless of whether the Works can proceed due to the discovery of an unsafe situation.

21. Regulatory Compliance & Notifiable Work

• 21.1 Where the Works include notifiable work under Part G or Part L of the Building Regulations (England and Wales), or under Gas Safe requirements, the Contractor will submit the appropriate notification to Building Control or the relevant Competent Person Scheme.
• 21.2 The Customer acknowledges that Building Control may independently inspect the Works and may require modifications to ensure compliance. Any costs arising from such modifications are the responsibility of the Customer unless the modification is required due to the Contractor's error.

22. Manufacturer Warranties

• 22.1 Any boiler, appliance, or component supplied by the Contractor is subject to the manufacturer's warranty terms, not the Contractor's. The Contractor does not provide, extend, or guarantee manufacturer warranties.
• 22.2 To maintain a valid manufacturer warranty on boilers, the Customer is typically required to arrange an annual service by a Gas Safe registered engineer. The Customer must keep records of all such services. Failure to do so may void the manufacturer warranty.
• 22.3 The Contractor's own workmanship guarantee (where offered) covers the quality of the Contractor's installation labour only, and is separate from any manufacturer warranty on the products themselves.

23. Government Grants & Cashback

The Contractor is not responsible for the success, failure, processing time, or outcome of any application for government grants, subsidies, cashback offers, or third-party funding schemes (including, but not limited to, the Boiler Upgrade Scheme, ECO schemes, or any local authority grants). The Customer remains fully liable for paying the Contractor in full for the Works, regardless of whether the Customer receives any third-party funding. Payment to the Contractor is not conditional upon receipt of grant funding.

24. Planning Permission & Listed Buildings

• 24.1 Most standard plumbing and heating installations do not require planning permission. However, if the Customer's property is a listed building, is located within a conservation area, or if the Works require external alterations (such as a new flue terminal, external pipework, changes to the roofline, or modifications to the external appearance of the property), planning permission or listed building consent may be required.
• 24.2 It is the Customer's responsibility to inform the Contractor before the Works commence if their property is a listed building, is located within a conservation area, or is subject to any restrictive covenants, lease conditions, or freeholder requirements that may affect the type of work that can be carried out. Failure to disclose this information may result in additional costs, delays, or the need to reverse completed work, all of which will be at the Customer's expense.
• 24.3 The Customer is solely responsible for determining whether any planning permissions, building consents, listed building consents, or other approvals are required and for obtaining them before the Works commence. The Contractor does not provide advice on planning matters and is not responsible for checking the planning status of any property.
• 24.4 The Contractor accepts no liability for any Works carried out where planning permission, listed building consent, or any other approval was required but not obtained by the Customer. No refunds, compensation, or remedial work will be provided in such circumstances. If any enforcement action, fines, or third-party claims arise as a result of the Customer's failure to obtain the necessary consents, the Customer shall be solely responsible and shall hold the Contractor harmless against any resulting costs, losses, or liabilities.
• 24.5 Where Building Regulations approval or notification is required for the Works (for example, certain boiler installations or unvented hot water systems), the Contractor will notify the relevant local authority or register the work through an appropriate Competent Persons Scheme where applicable. Any associated registration or notification fees will be included in the Quotation or communicated to the Customer in advance.

25. Waste Removal

Unless explicitly stated in the Quotation, the removal and disposal of waste, rubble, packaging, and old materials (including old boilers, cylinders, radiators, bathroom suites, and pipework) is not included in the quoted price. The Customer assumes responsibility for the lawful disposal of such waste, or the Contractor can arrange removal for an additional agreed fee.

26. Limitation of Liability

Subject to the Contractor's statutory obligations under the Consumer Rights Act 2015 and any other rights which cannot be legally excluded or limited (including liability for death or personal injury caused by negligence, and liability for fraud or fraudulent misrepresentation):

• 26.1 The Contractor shall not be liable to the Customer for:
  • (a) any defect or damage arising from fair wear and tear, wilful damage, neglect, misuse, failure to follow instructions, or unauthorised alterations by the Customer or third parties;
  • (b) any loss or damage due to fire, theft, flood, storm, or other risks normally insured under a standard buildings or household contents insurance policy;
  • (c) any delay in carrying out the Works and any costs, losses, or expenses arising therefrom;
  • (d) any costs arising from the Contractor's need to cancel, suspend, or refuse to carry out the Works where they cannot be safely or legally completed;
  • (e) any breakdown or failure caused by inadequate servicing, lack of maintenance, third-party interference, or the use of incompatible products;
  • (f) any defect, breakdown, or failure attributable to the integrity, condition, age, or suitability of the existing plumbing, gas, electrical, or heating systems;
  • (g) any indirect or consequential losses, including (without limitation) loss of income, loss of business, loss of anticipated savings, or loss of use of the property;
  • (h) any damage to or deterioration of fixtures, fittings, decorations, or belongings arising from the inherent mess, dust, vibration, or disruption of plumbing and heating work, provided the Contractor has taken reasonable precautions;
  • (i) any defect in, or failure of, materials, parts, appliances, or equipment manufactured by a third party. In such cases, the Customer's remedy lies with the manufacturer under the terms of the manufacturer's warranty;
  • (j) any issues arising from the use of materials, parts, or appliances supplied by the Customer. Where the Customer provides their own materials, the Contractor accepts no responsibility for their quality, suitability, compatibility, or performance, and any additional costs incurred as a result of faulty or unsuitable customer-supplied materials shall be borne by the Customer.
• 26.2 The Contractor's total aggregate liability under or in connection with this Agreement (whether in contract, tort, or otherwise) shall in no event exceed the total value of the Quotation for the Works giving rise to the claim.
• 26.3 Where the Contractor supplies and installs an appliance or product that carries a manufacturer's warranty (such as a boiler or cylinder), the Contractor will assist the Customer with the warranty registration process where applicable. However, any warranty claims relating to the appliance itself are between the Customer and the manufacturer. The Contractor's liability is limited to the quality of the installation workmanship only.
• 26.4 The Contractor shall not be liable for any pre-existing faults, defects, or conditions within the property's plumbing, gas, electrical, drainage, or heating systems that were present before the Works commenced, including (without limitation) corroded pipework, blocked drains, faulty wiring, asbestos, or structural deficiencies. Where such conditions are discovered during the Works, the Contractor will inform the Customer and may need to carry out additional work at an additional cost, or may be unable to complete the original Works as quoted.
• 26.5 The Customer has a duty to take reasonable steps to mitigate any loss or damage. For example, if a leak occurs, the Customer should turn off the water supply where safe to do so and take reasonable steps to prevent further water damage before the Contractor arrives. The Contractor shall not be liable for any losses that could have been reasonably avoided or reduced by the Customer.
• 26.6 Any claim by the Customer arising from the Works must be notified to the Contractor in writing within 28 days of the Customer becoming aware of the issue, and in any event no later than 12 months from the date of completion of the Works. This does not affect the Customer's statutory rights under the Consumer Rights Act 2015 or the Limitation Act 1980.
• 26.7 Nothing in this section is intended to limit or exclude any liability that cannot be legally excluded or limited, including the Contractor's liability for death or personal injury caused by negligence, or for fraud or fraudulent misrepresentation.

27. Consumer Rights Act 2015

• 27.1 Where the Customer is a Consumer, the Works will be carried out with reasonable care and skill in accordance with section 49 of the Consumer Rights Act 2015.
• 27.2 Information provided by the Contractor about the Works, or the Contractor, that the Consumer takes into account is binding under section 50 of the Consumer Rights Act 2015.
• 27.3 Where a price has not been agreed, the Consumer will pay a reasonable price under section 51 of the Consumer Rights Act 2015.
• 27.4 The Works will be carried out within a reasonable time if no time is fixed, under section 52 of the Consumer Rights Act 2015.
• 27.5 Nothing in these Terms is intended to exclude or limit the Consumer's statutory rights. However, the Consumer Rights Act 2015 does not make the Contractor an insurer of the Customer's existing infrastructure. The Contractor's duty of reasonable care and skill does not extend to guaranteeing the performance, integrity, or longevity of pre-existing installations, pipework, or appliances that were not installed by the Contractor.

28. Non-Limitation of Statutory Rights

The rights and remedies provided under this Agreement are in addition to, and do not replace, restrict, or affect, the Customer's statutory consumer rights under the Consumer Rights Act 2015 or any other applicable legislation.

29. Dispute Reporting & Resolution

• 29.1 The Contractor takes pride in its workmanship. Should the Customer discover any fault, defect, snag, or have any dispute regarding the Works completed, the Customer must report this to the Contractor in writing (by email to info@mendyourhome.com) within 14 days of the Invoice date.
• 29.2 Failure to report issues within this 14-day timeframe will not extinguish the Customer's statutory rights, but may result in any remedial or inspection visits being treated as a standard chargeable call-out if the Contractor reasonably determines that the issue is not attributable to its workmanship.
• 29.3 In the event of a dispute, the parties shall first attempt to resolve the matter amicably through informal discussion. If informal resolution is unsuccessful, either party may propose mediation through a mutually agreed mediator or an approved Alternative Dispute Resolution (ADR) provider.
• 29.4 Nothing in this clause prevents either party from issuing court proceedings at any time.

30. Termination & Right to Refuse Work

• 30.1 Termination by the Customer: The Customer may terminate this Agreement if the Contractor:
  • (a) acts recklessly in relation to health and safety;
  • (b) becomes insolvent or files for bankruptcy; or
  • (c) commits a material breach of these Terms and fails to remedy the breach within 14 days of written notice.
  The Customer must pay for all Works completed and materials supplied up to the date of termination.
• 30.2 Termination by the Contractor: The Contractor may terminate this Agreement with immediate effect if the Customer:
  • (a) fails to pay any sum due under this Agreement;
  • (b) obstructs the Contractor, creates unsafe working conditions, or behaves in an abusive, threatening, or discriminatory manner towards the Contractor or their employees/agents;
  • (c) provides false or misleading information that materially affects the scope, cost, or safety of the Works;
  • (d) becomes insolvent or files for bankruptcy; or
  • (e) is in material breach of any term of this Agreement.
  Upon termination by the Contractor, the Customer shall immediately pay for all Works completed and materials supplied, together with any accrued interest and costs.
• 30.3 Right to Refuse Work: Mend Your Home reserves the absolute right to decline, withdraw from, or refuse to commence any job where the site conditions, customer behaviour, scope of work, or any other circumstance is deemed unsafe, unreasonable, unlawful, or outside the Contractor's professional competency. No liability shall attach to the Contractor for exercising this right.

31. Agency & Assignment

• 31.1 The Contractor is not liable for errors, delays, or damage caused by other independent contractors, tradespeople, or professionals hired separately by the Customer.
• 31.2 The Customer may not assign, transfer, or sub-contract any of its rights or obligations under this Agreement without the Contractor's prior written consent.

32. Contracts (Rights of Third Parties) Act 1999

No person who is not a party to this Agreement shall have any right under the Contracts (Rights of Third Parties) Act 1999 to enforce any of its terms.

33. Media & Photography

• 33.1 As part of our day-to-day work, we routinely take photographs and video recordings of the Works at various stages (including before, during, and after). This helps us with quality assurance, internal training, record keeping, and as evidence of the work completed.
• 33.2 We may also share this media on our website, social media channels (such as Facebook, Instagram, YouTube, TikTok, and similar platforms), and other marketing materials. This is an important part of how we grow our business and reach new customers. Rather than spending on traditional advertising, we prefer to showcase our real work to real people, and social media is one of the best ways to do that.
• 33.3 We want to be clear: we are not trying to capture any private or personal information. All publicly shared content will focus on the plumbing and heating work itself, such as installations, repairs, and before-and-after results. We will always do our best to respect your privacy and will not publish any identifying personal information (such as your full name, address, or images of you or your family) without your express consent. All media is handled in accordance with our Privacy Policy.
• 33.4 By entering into this Agreement, the Customer grants permission for media captured during the Works to be used for the purposes described above. If at any point you'd prefer your media not to be shared, just let us know in writing and we'll remove any published content within a reasonable timeframe. Please note that this does not affect any media that has already been shared or downloaded by third parties prior to your request.

34. Severability

If any provision (or part of a provision) of these Terms is found by any court, tribunal, or administrative body of competent jurisdiction to be invalid, illegal, unenforceable, or unreasonable, that provision (or part) shall, to the extent required, be deemed deleted, and the validity, legality, and enforceability of the remaining provisions of these Terms shall not be affected or impaired.

35. Entire Agreement

• 35.1 These Terms, together with the accepted Quotation and any written Variations, constitute the entire agreement between the Contractor and the Customer and supersede all prior negotiations, discussions, correspondence, representations, warranties, and agreements (whether oral or written) relating to the subject matter of this Agreement.
• 35.2 The Customer acknowledges that they have not relied on any statement, promise, representation, assurance, or warranty made or given by or on behalf of the Contractor which is not set out in these Terms or the accepted Quotation.

36. Governing Law & Jurisdiction

• 36.1 This Agreement, and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with it, its subject matter, or its formation, shall be governed by and construed in accordance with the laws of England and Wales.
• 36.2 The parties irrevocably submit to the exclusive jurisdiction of the courts of England and Wales.

37. Acceptance of Terms