Terms & Conditions

Definitions

• "Company" means Connect + Plumbing & Heating, trading from 352 Cemetery Rd, Sharrow, Sheffield S11 8FT
• "Customer" means any person or organisation who books or receives services from the Company
• "Engineer" means any Gas Safe registered engineer, plumber, or tradesperson employed by or contracted to the Company
• "Services" means all plumbing, heating, gas, and related works provided by the Company
• "Works" means the specific job, repair, installation, or inspection agreed between the Company and the Customer
• "Quote" means a written or verbal estimate provided prior to commencing work
• "Completion" means the point at which the agreed works have been carried out and the engineer has left the property

Agreement to Terms

By contacting us to request a service, accepting a written or verbal quote, allowing our engineer access to your property, or making a payment — you enter into a legally binding agreement with Connect + Plumbing & Heating subject to these Terms and Conditions.

If you are booking on behalf of a business or landlord, you confirm that you have authority to enter into this agreement on their behalf and that these terms bind that entity.

Our Services

Connect + Plumbing & Heating provides the following services across Sheffield and South Yorkshire:

We reserve the right to decline any job we deem unsafe, outside our scope of expertise, or in breach of any Gas Safe or industry regulation.

Quotes & Estimates

All quotes and estimates are provided based on information available at the time of assessment. Written quotes are valid for 30 days from the date of issue unless otherwise stated.

• Verbal estimates are indicative only and subject to change upon inspection of the works
• Where additional work is discovered during a job, we will inform you and seek approval before proceeding — unless the works are essential for safety
• Any variation to the agreed scope of work will be subject to a revised quote or additional charge
• Quotes do not include VAT unless stated; VAT will be applied where applicable
• Call-out fees apply for emergency visits and will be communicated in advance

Booking & Scheduling

• Appointments can be booked by phone, email, or through our website contact form
• We will confirm your appointment date and estimated arrival time by phone or email
• We aim to arrive within the agreed time window; however, factors such as traffic, prior job overruns, or emergencies may cause delays — we will notify you as soon as possible
• For emergency call-outs, we aim to respond and arrive within 1 hour of your call, subject to engineer availability and location
• Appointments are subject to engineer availability and cannot be guaranteed until confirmed by us in writing or by phone

Access to Property

You are responsible for ensuring our engineers have safe, clear, and timely access to the property and relevant areas where work is to be carried out.

• A responsible adult (aged 18 or over) must be present at the property during the works unless agreed otherwise in advance
• You must inform us of any access restrictions, security codes, or parking limitations prior to the appointment
• If our engineer is unable to access the property at the agreed time through no fault of our own, a wasted journey charge may apply
• You must inform us of any known hazards at the property (e.g. asbestos, flooding, structural issues) before work commences
• For landlord properties, you must obtain and provide any required tenant access permissions

Payment Terms

• Payment is due upon completion of works unless a prior credit arrangement has been agreed in writing
• For larger installations or projects, we may request a deposit (up to 50%) prior to commencement; this will be stated in your written quote
• We accept payment by bank transfer, card, or cash
• Invoices not settled within 14 days of the due date may be subject to a late payment charge of 8% per annum above the Bank of England base rate, in line with the Late Payment of Commercial Debts (Interest) Act 1998
• Ownership of any materials or components supplied by us remains with the Company until full payment has been received
• We reserve the right to suspend further works on unpaid accounts

Cancellations & Rescheduling

• You may cancel or reschedule an appointment free of charge with at least 24 hours' notice prior to the scheduled visit
• Cancellations made with less than 24 hours' notice may incur a cancellation charge to cover the engineer's time and travel
• Emergency call-out fees are non-refundable once an engineer has been dispatched
• We reserve the right to reschedule appointments due to unforeseen circumstances (e.g. engineer illness, extreme weather). We will provide as much notice as possible and offer the next available appointment
• If we cancel an appointment and cannot rebook within a reasonable timeframe, any deposit paid will be fully refunded

Workmanship Guarantee

We take pride in the quality of our work. All workmanship carried out by our engineers is guaranteed as follows:

• General plumbing & heating repairs: 12-month workmanship guarantee from the date of completion
• Boiler installations: Subject to the manufacturer's warranty (typically 2–10 years depending on brand and registration) plus our workmanship guarantee
• Bathroom installations: 12-month workmanship guarantee on labour
• Gas appliance installations: 12-month workmanship guarantee; manufacturer's parts warranty applies separately

Limitation of Liability

We carry full public liability insurance. Our liability to you is subject to the following conditions:

• We are liable for direct loss or damage caused by our negligence or breach of contract, up to the value of the works carried out
• We are not liable for any consequential, indirect, or economic losses (e.g. loss of earnings, alternative accommodation costs) arising from delays, breakdowns, or defects, unless caused by our proven negligence
• We are not liable for damage to existing infrastructure, pipes, or fittings that were in a poor or deteriorated condition prior to our works, provided we notified you of the risk before proceeding
• We are not liable for any loss or damage caused by the Customer's failure to follow our post-work advice or instructions
• We are not liable for damage caused by pre-existing conditions, hidden defects, or circumstances beyond our reasonable control

Nothing in these Terms limits our liability for death or personal injury caused by our negligence, fraud, or any liability that cannot be excluded under applicable UK law.

Customer Obligations

To enable us to carry out works safely and effectively, you agree to:

• Provide accurate information about the nature of the problem and the property
• Disclose any known hazards, pre-existing damage, or relevant history of the systems being worked on
• Ensure all areas where work is to be carried out are clear, accessible, and safe
• Not interfere with, adjust, or tamper with works in progress or completed installations
• Follow any advice, instructions, or safety recommendations provided by our engineers
• Settle invoices by the due date as stated on the invoice
• Not make any claim against individual engineers — all claims must be directed to the Company

Materials, Parts & Third-Party Products

• Where materials or parts are supplied by us, we will use products of appropriate quality for the works
• We use parts from reputable suppliers; however, we cannot be held responsible for manufacturing defects — these are subject to the manufacturer's warranty
• If the Customer supplies their own materials or fixtures, we accept no liability for faults arising from those products and cannot guarantee our workmanship where the outcome depends on the quality of customer-supplied items
• Waste materials removed during the job will be disposed of responsibly and in line with current UK waste regulations
• Any materials ordered specifically for your job and not used due to Customer cancellation may be charged at cost

Complaints Procedure

We aim to deliver exceptional service on every job. If you are not satisfied with any aspect of our work or conduct, please follow our complaints process:

• Step 1 – Contact Us Directly: Raise the issue with us as soon as possible by calling +44 7570 001212 or emailing info@connectph.co.uk
• Step 2 – Formal Written Complaint: If unresolved, submit a written complaint to our address at 352 Cemetery Rd, Sharrow, Sheffield S11 8FT
• Step 3 – Resolution: We will acknowledge your complaint within 5 working days and aim to resolve it within 21 working days
• Step 4 – Escalation: If you remain dissatisfied, you may escalate to the Gas Safe Register or seek independent legal advice

Gas Safety & Regulatory Compliance

All gas works carried out by Connect + Plumbing & Heating are performed by Gas Safe registered engineers in full compliance with the Gas Safety (Installation and Use) Regulations 1998 and all applicable British Standards.

• We will not carry out gas works on any appliance or installation we deem to be unsafe or non-compliant
• If we identify an "Immediately Dangerous" (ID) or "At Risk" (AR) appliance during a visit, we are legally obligated to advise you to cease use of that appliance and may be required to isolate it
• Customers must not reconnect or reactivate any appliance that has been condemned by our engineers without first having it repaired or replaced by a qualified Gas Safe engineer
• Landlords are reminded of their legal duty under the Gas Safety Regulations to obtain an annual gas safety check (CP12) and to provide a copy to tenants within 28 days
• We reserve the right to report any dangerous gas installations to the relevant authorities where required by law

Governing Law & Jurisdiction

These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from these terms or our services shall be subject to the exclusive jurisdiction of the courts of England and Wales.

If any provision of these Terms is found to be invalid or unenforceable by a court, the remaining provisions shall continue in full force and effect.

Changes to These Terms

We reserve the right to update or amend these Terms and Conditions at any time. Changes will be effective upon publication on our website at connectph.co.uk. The effective date at the top of this page will be updated accordingly.

For jobs already booked, the terms in place at the time of booking will apply unless both parties agree otherwise in writing. We encourage you to review these terms periodically.

Contact Us

For any questions, concerns, or disputes relating to these Terms and Conditions, please contact us: