Last updated: 29 August 2026
These Terms & Conditions apply to services provided by D & M Heating & Plumbing Solutions Ltd.
By requesting a quotation, accepting a quotation, booking an appointment or instructing us to carry out work, you agree to these Terms & Conditions.
1. About Us
D & M Heating & Plumbing Solutions provides heating, plumbing and related services to domestic and commercial customers.
Website: https://dmheatingplumbingsolutions.co.uk
Our contact details can be found on our website.
2. Our Services
Our services may include heating, plumbing, repairs, maintenance, installation, servicing, fault finding and other related work.
The exact work to be provided will be agreed with the customer before work begins or, where this is not reasonably possible, as the work progresses.
The services required may be set out in a quotation, estimate, booking confirmation, email, message, invoice or other written communication.
3. Quotations And Estimates
Where possible, we will provide a quotation or estimate before carrying out work.
A quotation is based on the information available to us at the time it is prepared.
Unless stated otherwise, quotations are valid for 30 days.
A quotation may need to be changed if:
- The customer changes the work requested.
- Additional work is discovered after work begins.
- Information supplied to us was incorrect or incomplete.
- Previously hidden faults, damage or defects are discovered.
- Additional parts or materials are required.
- Access to the property or installation is different from what was reasonably expected.
- The condition of existing pipework, equipment or installations requires additional work.
- Other circumstances arise that could not reasonably have been identified when the quotation was prepared.
Where reasonably practical, we will discuss significant additional work and costs with the customer before proceeding.
4. Call-Outs And Fault Finding
Where a call-out, inspection, diagnostic or fault-finding charge applies, this will be explained to the customer where reasonably possible before the appointment.
A call-out or diagnostic charge covers the attendance and/or investigation involved and does not guarantee that a fault can be repaired during the first visit.
Some faults require further investigation, specialist parts or additional visits.
5. Appointments
We will make reasonable efforts to attend appointments at the agreed time.
Appointment and arrival times may occasionally change because of emergencies, traffic, previous jobs taking longer than expected, availability of parts or circumstances outside our reasonable control.
If we become aware of a significant delay, we will make reasonable efforts to contact the customer.
6. Customer Responsibilities
The customer is responsible for:
- Providing accurate information about the work required.
- Providing reasonable and safe access to the property.
- Ensuring we can access relevant boilers, heating systems, pipework, appliances and other equipment.
- Advising us of any known hazards at the property.
- Ensuring children and pets are kept safely away from the working area.
- Providing access to electricity, water and other services where reasonably required.
- Obtaining any permissions that are their responsibility before work begins.
The customer must tell us about any known problems that may affect the work.
7. Existing Installations
Heating and plumbing work often involves connecting to or working with existing systems.
We cannot be responsible for faults or weaknesses in existing installations that could not reasonably have been identified before work began.
Older pipework, fittings, valves, boilers and other components may sometimes fail when disturbed, isolated, drained, repressurised or returned to service.
If an existing component fails and additional work is required, we will explain the situation to the customer and, where reasonably possible, agree any additional costs before proceeding.
Nothing in this section limits the customer’s statutory rights or our responsibility where damage has been caused by our failure to exercise reasonable care and skill.
8. Parts And Materials
Parts and materials supplied by us will be suitable for their intended purpose and will meet applicable legal requirements.
Where a particular product, brand or model becomes unavailable, we may offer a reasonably suitable alternative. We will discuss any material change with the customer before using the alternative.
Parts supplied by manufacturers may also be covered by the manufacturer’s own warranty or guarantee.
9. Customer-Supplied Parts
We may agree to install parts, appliances or materials supplied by the customer.
Unless the problem results from our installation work, we are not responsible for defects, incompatibility, missing components or failures relating to customer-supplied products.
Additional charges may apply where customer-supplied products cause extra work or additional visits.
The customer’s statutory rights against the original supplier of those products are unaffected.
10. Additional Work
Sometimes additional work only becomes apparent once a system has been opened, dismantled or investigated.
If additional work is required, we will explain the issue and any additional charges where reasonably possible before carrying out that work.
Emergency work may sometimes need to be carried out immediately to prevent damage or make an installation safe. Where reasonably possible, we will obtain the customer’s approval before carrying out additional chargeable work.
11. Prices
Prices will be provided in pounds sterling (£).
The quotation, estimate or invoice will state whether VAT is applicable.
Unless otherwise agreed, the customer is responsible for paying for agreed labour, materials, parts and any other charges explained before or during the work.
We will not make significant changes to an agreed price without a valid reason.
12. Deposits
We may request a deposit before ordering materials, reserving significant amounts of labour or starting certain projects.
The amount and payment terms will be explained before the customer commits to the work.
Where a customer cancels after we have incurred costs, we may deduct reasonable costs or losses that have resulted directly from the cancellation, subject to the customer’s statutory cancellation rights.
We will not impose cancellation charges that are disproportionate to the reasonable losses caused by the cancellation.
13. Payment
Payment terms will normally be shown on the quotation or invoice.
Unless otherwise agreed, payment is due when the work has been completed or within the payment period stated on the invoice.
For larger projects, staged payments may be agreed.
Customers should raise any genuine query regarding an invoice as soon as reasonably possible.
14. Late Payment
If payment is not received by the agreed date, we may contact the customer to request payment.
Where legally permitted, we reserve the right to recover reasonable costs associated with collecting overdue amounts.
For business customers, statutory interest and recovery charges may apply to qualifying late commercial payments.
15. Cancellation By The Customer
Customers should contact us as soon as possible if they need to cancel or rearrange an appointment.
Where we have incurred reasonable costs because of a cancellation, we may be entitled to recover those costs, subject to applicable consumer law.
This may include specially ordered materials that cannot reasonably be returned or other reasonable costs already incurred for the customer’s job.
Any cancellation charge will be reasonable and proportionate to the loss caused by the cancellation.
16. Consumer Cancellation Rights
Where a consumer contract is entered into online, by telephone, at the customer’s home or otherwise away from our normal business premises, the customer may have a legal right to cancel the contract within 14 days.
Where these cancellation rights apply, we will provide the information required by law.
If the customer specifically asks us to begin providing services during the cancellation period, they may be required to pay a reasonable amount for services supplied before they tell us they wish to cancel.
If the service is completed during the cancellation period following the customer’s express request and acknowledgement, the customer’s cancellation rights may end once the service has been fully performed.
Different rules may apply where the customer has specifically requested urgent repairs or maintenance.
Nothing in these Terms & Conditions removes or restricts any cancellation rights provided by law.
17. Emergency Work
Where a customer specifically requests urgent repairs or maintenance, we may begin work immediately.
The purpose of emergency work may initially be to make the property or installation safe, isolate a leak, restore an essential service or prevent further damage.
Further permanent repairs may require additional parts, work or appointments.
Any additional non-emergency work will be discussed with the customer where reasonably possible.
18. Completion Of Work
We will carry out our services with reasonable care and skill.
Where no specific completion date has been agreed, we will carry out the work within a reasonable time.
Completion dates may need to change because of circumstances such as:
- Parts becoming unavailable.
- Manufacturer or supplier delays.
- Additional faults being discovered.
- Unsafe existing installations.
- Additional work requested by the customer.
- Severe weather.
- Illness or emergencies.
- Circumstances outside our reasonable control.
We will keep the customer reasonably informed if a significant delay occurs.
19. Problems With Our Work
If the customer believes there is a problem with work we have carried out, they should contact us as soon as reasonably possible and provide details of the problem.
We should normally be given a reasonable opportunity to inspect the work and, where appropriate, put the matter right.
This does not affect the customer’s statutory rights.
20. Guarantees And Warranties
Any specific guarantee provided by D & M Heating & Plumbing Solutions will be explained separately.
Manufacturer warranties may apply to certain boilers, appliances, parts and equipment.
Manufacturer warranties are subject to the manufacturer’s own terms and conditions and may require servicing, registration or other conditions to remain valid.
Guarantees do not normally cover problems caused by misuse, accidental damage, neglect, unauthorised alterations or unrelated faults elsewhere in the customer’s system.
Nothing in this section affects the customer’s statutory rights.
21. Damage And Making Good
We will take reasonable care when working at a customer’s property.
Some heating and plumbing work may require access through floors, walls, ceilings, cupboards, boxing or other parts of the property.
Where such access is reasonably required, we will explain this to the customer where practical.
Unless specifically included in the quotation, specialist redecoration, plastering, tiling, flooring, carpentry or other making-good work may not be included.
We remain responsible for damage caused by our failure to exercise reasonable care and skill.
22. Unsafe Installations
We will not knowingly carry out work that we reasonably believe would be unsafe or unlawful.
If we discover an unsafe installation, appliance or system, we may advise the customer that further work is required.
In serious situations, it may be necessary to stop work or leave equipment isolated for safety reasons.
23. Access To The Property
The customer must ensure that we have reasonable access to the property at the agreed appointment time.
If we cannot gain access, we may need to rearrange the appointment.
Where we have incurred reasonable costs because access was not available, an appropriate charge may apply.
24. Parking And Access Charges
Where parking permits, congestion charges, tolls or other unusual access costs apply to a customer’s property, these may be added to the cost of the work where the customer has been informed or where the charge could not reasonably have been anticipated beforehand.
25. Waste And Old Parts
Where agreed, we may remove waste, packaging or replaced parts resulting from our work.
Certain appliances, materials or specialist waste may require separate disposal arrangements.
Unless otherwise agreed, the removal of unrelated household, building or trade waste is not included.
26. Limitation Of Liability
Nothing in these Terms & Conditions excludes or limits liability where it would be unlawful to do so.
In particular, nothing excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded.
We are not responsible for losses caused by matters outside our reasonable control or by pre-existing defects that we could not reasonably have identified.
For business customers, additional limitations may be agreed separately in writing.
27. Events Outside Our Control
We will not be responsible for delays or failure to perform our obligations where this results from circumstances genuinely outside our reasonable control.
These may include severe weather, flooding, fire, utility failures, supply-chain disruption, manufacturer delays, transport disruption or other unforeseen events.
We will make reasonable efforts to minimise disruption and keep the customer informed.
28. Complaints
We want customers to be satisfied with our work.
If you have a complaint, please contact D & M Heating & Plumbing Solutions using the contact details provided on our website.
Please provide your name, property address, details of the work and a clear explanation of the problem.
We will make reasonable efforts to investigate and resolve complaints promptly.
29. Personal Information
We process personal information in accordance with our Privacy Policy.
Our Privacy Policy explains what information we collect, why we collect it and how it is used and protected.
30. Website Information
We make reasonable efforts to ensure information on our website is accurate and up to date.
Website content is provided for general information and should not be treated as professional advice relating to a specific heating or plumbing problem.
Customers should contact us for advice relating to their individual circumstances.
31. Intellectual Property
Unless otherwise stated, the content, text, graphics and other materials on this website belong to D & M Heating & Plumbing Solutions or are used with permission.
Website content must not be reproduced commercially without permission.
32. Third-Party Websites
Our website may contain links to websites operated by third parties.
We are not responsible for the content, availability, security or privacy practices of third-party websites.
33. Changes To These Terms
We may update these Terms & Conditions from time to time.
Changes will not retrospectively alter an existing agreement unless this is agreed with the customer or required by law.
The latest version will be published on our website.
34. Your Statutory Rights
Nothing in these Terms & Conditions is intended to exclude, restrict or replace any rights that customers have under applicable consumer law.
Consumers may have rights under the Consumer Rights Act 2015 and other applicable legislation.
35. Governing Law
These Terms & Conditions are governed by the laws of England and Wales.
If you are a consumer, you will retain any rights you have regarding where legal proceedings may be brought under applicable law.
36. Contact Us
If you have questions about these Terms & Conditions, quotations, invoices or work carried out by D & M Heating & Plumbing Solutions, please contact us using the contact information provided on our website.
Website: https://dmheatingplumbingsolutions.co.uk