Terms & Conditions

These terms apply to work carried out by I-M Plumbing & Gas Engineering Limited, trading as Emergency Plumber London (company number 11512271, registered in England & Wales). By booking our services you agree to them. Nothing in these terms affects your statutory rights as a consumer.

1. Prices and charges

Our current rates are published on our pricing page. All prices include VAT at the standard rate.
Labour is charged with a minimum of one hour, then in 30-minute increments, at the rate for the time the work takes place.
Parts and materials are charged in addition to labour unless your quote says otherwise.
For planned work we provide a written quote. Quoted prices are valid for 30 days unless stated otherwise.
We will tell you the price, or the basis of the price, before any work starts. If we find something unexpected, we will explain it and agree any extra cost with you first.

2. Payment

We accept debit and credit cards and BACS bank transfer.
To secure a booking we may ask for payment, or a deposit, before work begins.
Unless agreed otherwise, any balance is due on completion of the work.

3. Cancellations

If you book work away from our premises (for example at your home or by phone or online), you normally have 14 days to cancel under the Consumer Contracts Regulations 2013. If you ask us to start work within that period — as with most emergencies — you may have to pay for work already done and parts already used. To cancel, call 07718 185128 or email info@emergencyplumber.london.

4. Access and safety

Please give our engineers safe access to the work area and tell us about any known hazards, such as asbestos.
Where work involves gas, it is carried out by Gas Safe registered engineers. We sub-contract our gas work to Gas Safe registered engineers. Always ask to see the Gas Safe ID card.
If an appliance or installation is found to be unsafe, the engineer may need to make it safe and will explain why.

5. Guarantees

We guarantee our workmanship and the parts we supply. If something we fixed is not right, contact us and we will inspect it and put it right.
Boiler installations carry a parts and labour guarantee of 2 to 5 years depending on the model, confirmed in your quote.
Our guarantee does not cover damage caused by misuse, third parties, or parts supplied by the customer.

6. Our responsibility to you

We carry out work with reasonable care and skill. We are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care. We do not exclude liability where it would be unlawful to do so.

7. Complaints

If you are unhappy with our work, please contact us as soon as possible on 07718 185128 or at info@emergencyplumber.london and we will do our best to put things right.

8. Law

These terms are governed by the law of England and Wales.