Last updated: 9 May 2026
1. About these terms
These Terms & Conditions ("Terms") govern the provision of plumbing and heating services by George Ilie Plumbing & Heating ("we", "us", "our") to you ("the Customer", "you", "your"). By engaging our services, you agree to these Terms.
These Terms comply with UK consumer protection law including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013. Nothing in these Terms affects your statutory rights as a consumer.
2. Our business details
- Trading name: George Ilie Plumbing & Heating
- Type: Sole trader
- Service area: Bedford and 30-mile radius
- Email: georgeilieplumbing@gmail.com
- Phone: 07592 788731
3. Services we provide
We provide plumbing and heating services including (but not limited to):
- Emergency plumbing call-outs (24/7)
- Boiler repair, service, and installation (gas work via Gas Safe Registered partner engineer)
- Central heating diagnostics, repair, and installation
- Burst pipe repair and water leak detection
- Drain unblocking
- Bathroom plumbing and installations
- Smart thermostat installation
- Underfloor heating installation
All gas-related work is performed by our Gas Safe Registered partner engineer in compliance with UK gas safety regulations.
4. Quotations and pricing
4.1 Quotation validity
Written quotes are valid for 30 days from the date of issue, unless stated otherwise. Verbal estimates given over the phone are non-binding indicators only.
4.2 What's included
Our quotes typically include:
- Labour for the agreed scope of work
- Standard parts and materials at trade cost
- Travel within the agreed service area
- VAT where applicable
4.3 What's not included (unless specifically agreed)
- Tiling, plastering, decorating
- Major electrical work (Part P)
- Building work or structural changes
- Hidden defects discovered during work that require additional repair
- Premium fixtures or fittings beyond standard equivalents
4.4 Variations and additional work
If during work we discover issues not covered by the original quote (hidden corrosion, additional faults, asbestos, etc.), we will:
- Stop work and inform you immediately
- Provide a written or verbal estimate for the additional work
- Wait for your authorisation before proceeding
You are not obligated to authorise additional work — you may decline and pay only for work completed under the original quote.
5. Booking and cancellation
5.1 Booking confirmation
Bookings are confirmed verbally (phone or WhatsApp) or via email. We may request a deposit for jobs over £1,000 (typically 25-50% of total).
5.2 Cancellation by you
- More than 24 hours notice: no cancellation fee
- Less than 24 hours notice: may incur a cancellation fee equal to the standard callout (£60)
- Same-day cancellation after we've travelled: full callout fee chargeable
- For jobs over £1,000 with deposit: deposit refundable up to 7 days before scheduled work; non-refundable thereafter (covers materials/scheduling commitments)
5.3 Right to cancel (Consumer Contracts Regulations)
For services arranged off-premises (in your home or remotely), you have a 14-day right to cancel under the Consumer Contracts Regulations 2013. However, by requesting emergency or urgent service within this period, you waive the right to cancel for work already performed (you remain liable for completed work).
5.4 Cancellation by us
We reserve the right to cancel a booking if:
- The work is outside our skill set or scope
- Site conditions present unacceptable safety risks
- The customer is abusive or threatening
- Required parts are unavailable within reasonable timeframes
In such cases, no cancellation fee is charged and any deposit is refunded in full within 14 days.
6. Payment terms
6.1 When payment is due
- Call-outs and small repairs (under £500): payment on completion, on the day
- Medium jobs (£500-2,000): 50% on completion, 50% within 7 days
- Large jobs (over £2,000): as agreed in written quote (typically with deposit, milestone payments, completion payment)
6.2 Payment methods
We accept: debit/credit cards (via mobile reader), bank transfer, cash. We do not accept cheques. Card payments are processed by our payment provider — we do not store card details.
6.3 Late payment
If payment is not received within 30 days of the invoice date:
- We may charge late payment interest at the statutory rate (currently 8% above Bank of England base rate, per Late Payment of Commercial Debts Act)
- We may pursue debt recovery through the County Court (Money Claim Online)
- Recovery costs (where lawful) may be added to the outstanding amount
7. Workmanship guarantee
All repairs and installations carry a 12-month workmanship guarantee from the date of completion, covering:
- Defects in workmanship that cause the repair to fail
- Returns to fix issues directly caused by our work
The guarantee does not cover:
- Damage caused by misuse, accident, or third-party interference
- Pre-existing issues not part of the original work
- Wear and tear of consumable parts (washers, seals, filters)
- Manufacturer defects in supplied parts (covered by manufacturer warranty separately)
- Issues caused by hard water buildup over time (Bedford has very hard water — annual servicing recommended)
Manufacturer warranties on parts are separate (typically 1-10 years depending on product) — we provide warranty documentation on completion.
8. Your obligations
You agree to:
- Provide accurate information about the issue when booking
- Allow safe access to the property and work area
- Inform us of any known hazards (asbestos, structural issues, electrical faults, pets)
- Be present (or arrange a representative) during work where required
- Pay agreed amounts on time
- Not interfere with or modify completed work in ways that could compromise safety
9. Liability and insurance
9.1 Our insurance
We carry public liability insurance covering damage to property and injury to persons arising from our work, up to £5 million. Certificate available on request.
9.2 Our liability
We are liable for:
- Damage directly caused by our negligence or breach of these Terms
- Death or personal injury caused by our negligence (this liability is unlimited and cannot be excluded)
Our liability for damage is limited to the value of the work undertaken on the specific job, except where excluded by law.
9.3 Pre-existing conditions
We are not liable for:
- Pre-existing damage we did not cause
- Hidden defects discovered during work that we cannot reasonably foresee
- Consequential losses (e.g., loss of earnings) unless agreed in writing
- Issues caused by the customer's failure to maintain the property/system
9.4 Force majeure
We are not liable for delays or failures caused by events beyond our reasonable control (severe weather, supplier failures, illness, government restrictions). In such cases, we will inform you promptly and reschedule.
10. Complaints procedure
If you have a complaint:
- Contact us first — phone, WhatsApp, or email. Most issues are resolved within 24-48 hours through direct conversation.
- Submit in writing — if not resolved, send a written complaint to georgeilieplumbing@gmail.com with full details.
- Our response — we acknowledge within 5 working days and aim to resolve within 30 days.
- Escalation — if not satisfied with our resolution, you can:
- Contact Citizens Advice (citizensadvice.org.uk, 0808 223 1133)
- Use the small claims court (Money Claim Online)
- Contact Trading Standards via Citizens Advice consumer service
11. Gas Safe partner engineer
Gas-related work is performed by our Gas Safe Registered partner engineer in compliance with UK gas safety law. The Gas Safe Registered engineer is responsible for the gas-specific elements of work and issues their own Gas Safety certificate where required (Building Regulations Part J, Gas Safety (Installation and Use) Regulations 1998).
By engaging our services for gas work, you consent to the involvement of the Gas Safe partner engineer for this purpose.
12. Data protection
Your personal data is handled in accordance with our Privacy Policy. Engaging our services constitutes consent to processing necessary for service delivery.
13. Changes to these terms
We may update these Terms from time to time. The version current at the time of booking applies to that booking. The most recent version is always available on this website.
14. Governing law and jurisdiction
These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.
15. Severability
If any provision of these Terms is found to be unenforceable, the remaining provisions continue in full effect.
Contact
Questions about these Terms?
Email: georgeilieplumbing@gmail.com
Phone: 07592 788731