Terms & conditions

Zoe’s Plumbing and Heating · Last updated 5 November 2026

These Terms and Conditions apply to all work undertaken by Zoe’s Plumbing and Heating, including plumbing, heating, boiler servicing, boiler repairs, power flushing, bathroom installations, maintenance and emergency call-outs.

By accepting a quotation, booking an appointment or instructing us to carry out work, the customer agrees to these Terms and Conditions.

1. Quotations and Estimates

1.1. All quotations are based on the information available and the condition of the existing installation at the time of inspection.

1.2. Unless otherwise stated, quotations are valid for 30 days from the date of issue.

1.3. Any additional work required that is not included in the original quotation will be charged separately.

1.4. If unforeseen problems arise once work has commenced, we will inform the customer and explain any additional work and associated costs before proceeding, wherever reasonably possible.

1.5. Estimates are not fixed quotations and may change depending on the actual work required, materials, labour and time involved.

2. Additional Work and Unforeseen Problems

2.1. Plumbing and heating systems can contain hidden defects, ageing components, corrosion, restricted pipework and other underlying issues that may not be visible until work begins.

2.2. During the course of our work, we may discover additional faults or problems that require attention.

2.3. Any additional repairs, replacement parts, labour or remedial work will be chargeable and will not be included in the original quotation unless specifically agreed.

2.4. We will seek the customer's approval before carrying out additional chargeable work, except where immediate action is reasonably necessary to prevent further damage or address an immediate safety concern.

3. Power Flushing – Important Customer Information

3.1. Power flushing is a process used to clean central heating systems by circulating water and appropriate cleaning chemicals through the system to remove sludge, rust, debris and other deposits.

3.2. Whilst power flushing can improve circulation and heating performance, it can also expose existing weaknesses within an older or deteriorating heating system.

3.3. The flushing process may reveal previously concealed problems, including:

• Weak, corroded or deteriorated radiators.
• Existing pinhole leaks or weakened pipework.
• Leaking radiator valves or joints.
• Blockages or restrictions within the heating system.
• Failing pumps, valves or other heating components.
• Defective seals and connections.
• Existing corrosion or deterioration within the boiler or heating circuit.

3.4. The movement of water and removal of accumulated sludge can sometimes expose weaknesses that were previously masked by deposits or restricted circulation.

3.5. We cannot guarantee that a power flush will not reveal or expose existing defects in an ageing or poorly maintained system.

3.6. Any repairs, replacement radiators, valves, pipework, pumps, components or other remedial work identified during or following a power flush will be treated as additional work and charged separately.

3.7. Where the condition of the system is considered particularly poor, we reserve the right to recommend against carrying out a power flush if we believe the procedure presents an unreasonable risk of leaks or further problems.

3.8. The customer acknowledges that a power flush is a cleaning procedure and is not a guarantee that the heating system will be restored to full working order or that all existing faults will be resolved.

4. Boiler Servicing and Repairs

4.1. A boiler service is intended to inspect, clean and assess the boiler in accordance with the manufacturer's instructions and applicable safety requirements.

4.2. A boiler service does not constitute a guarantee that every component within the boiler or heating system will continue to function correctly after the service.

4.3. During servicing, components may be found to be worn, deteriorated, faulty or close to failure.

4.4. In some circumstances, testing, inspection, cleaning or operation of components during a service may reveal an existing defect that was not previously apparent.

4.5. Any replacement parts, repairs, additional labour or remedial work required will be chargeable separately and are not included in the standard boiler service price unless expressly stated.

4.6. If a boiler is found to be unsafe or unsuitable for continued operation, we reserve the right to advise the customer that it should not be used until the necessary remedial work has been completed.

4.7. We cannot guarantee the continued operation of an ageing boiler or components that are already defective or deteriorating.

5. Existing Pipework and Plumbing Systems

5.1. When carrying out plumbing alterations, repairs, replacements or installations, we may need to disturb existing pipework, joints, valves and connections.

5.2. Older plumbing systems may contain weakened, corroded, scaled or brittle pipework and fittings.

5.3. Working on or connecting into existing pipework can sometimes expose weaknesses or cause previously concealed defects to become apparent.

5.4. Problems may also develop elsewhere in the system following work, particularly where existing pipework or components are in poor condition.

5.5. Any additional repairs arising from pre-existing defects, deterioration or previously concealed problems will be chargeable separately.

5.6. We will not be responsible for unrelated pre-existing defects or failures in existing installations, provided these have not been caused by our negligence or failure to exercise reasonable care and skill.

6. Protection of Property and Working Areas

6.1. We will take reasonable care to protect the working area and the customer's property whilst carrying out work.

6.2. We will use protective dust sheets or floor coverings in the immediate working area where reasonably appropriate.

6.3. Customers are responsible for removing or adequately protecting personal belongings, furniture, ornaments, valuables and any items that may be affected by dust, debris, water or the nature of the work.

6.4. If the customer wishes to protect additional areas or items, including windows, window sills, curtains, blinds, carpets, furniture, worktops, decorations or adjoining rooms, this should be done before work commences.

6.5. We accept no responsibility for damage to items or areas that have not been reasonably protected where such damage has not been caused by our negligence or failure to take reasonable care.

6.6. We cannot guarantee that dust, noise or minor disruption will not occur during building, plumbing, heating or bathroom installation work.

6.7. We will endeavour to leave the working area in a reasonably tidy condition upon completion of the agreed work.

7. Bathroom Installations and Tiling

7.1. Bathroom installation quotations will clearly identify the work included and any exclusions.

7.2. Unless expressly included in the quotation, the following are not included:

• Structural repairs.
• Plastering beyond the specified areas.
• Replacement of rotten or damaged floorboards.
• Repairs to concealed water damage.
• Removal of asbestos or hazardous materials.
• Electrical upgrades or consumer unit alterations.
• Major alterations to existing soil stacks or drainage.
• Additional tiling, boarding or waterproofing beyond the agreed specification.

7.3. When removing existing bathrooms, tiles, flooring, baths, shower trays or sanitaryware, hidden damage, water ingress, damp, rot or defective installations may be discovered.

7.4. Any additional work required as a result of hidden defects will be discussed with the customer and quoted and charged separately before proceeding, wherever reasonably possible.

7.5. Customers are responsible for confirming the final selection, positioning, sizes, finishes and specifications of bathroom products before installation.

7.6. Delays caused by unavailable, incorrect or damaged customer-supplied products may result in additional labour charges or return visit charges.

8. Winter Period – Priority for Heating and Hot Water Emergencies

8.1. During the colder months, particularly during periods of freezing temperatures, frost or increased demand, Zoe’s Plumbing and Heating reserves the right to prioritise emergency heating and hot water breakdowns over non-emergency plumbing, heating and installation work.

8.2. As a result, non-emergency appointments, including routine plumbing work, bathroom installations, planned maintenance and other non-urgent jobs, may need to be postponed or rearranged at short notice to allow us to attend to customers who have lost heating or hot water.

8.3. Where reasonably possible, we will provide customers with as much notice as possible and arrange an alternative appointment.

8.4. By booking work during the winter period, customers acknowledge that emergency heating and hot water call-outs may take priority and that appointment dates and times cannot always be guaranteed.

8.5. We will not be liable for reasonable delays or rearrangements resulting from the need to attend urgent heating or hot water emergencies, provided we act reasonably and keep customers informed.

8.6. Any deposits, payments or materials relating to postponed work will be dealt with in accordance with the agreed quotation and applicable consumer rights.

Important Customer Information

These Terms and Conditions do not affect or remove any statutory rights the customer may have under UK consumer protection legislation.

Nothing in these Terms and Conditions excludes or limits liability where it would be unlawful to do so, including liability arising from negligence.

Where applicable, statutory cancellation rights and requirements relating to deposits, refunds and consumer contracts will continue to apply.