Terms & conditions

1. About us

These terms apply to plumbing, heating and drainage work carried out by LINX Plumbing (“LINX”, “we”, “us”), part of the LINX group.

2. Booking

A booking made online, by phone or by email is a request for us to attend. A contract is formed when we confirm the booking. We may decline a booking, for example if the postcode is outside the area we cover or no engineer is available, and we'll tell you if we do.

3. Prices

• Call-out charges are shown on our Prices page and include VAT.
• The call-out charge covers travel within the area we cover, attendance, diagnosis and the first 60 minutes of work. After that, time is charged in 30-minute blocks at the extra-time rate for the same band.
• The time band is set by when the engineer arrives, and the whole visit is charged at that band.
• Parts are charged in addition. The engineer will confirm the price before fitting anything.
• No work beyond the first hour will go ahead without your agreement.
• Fixed-price services are charged at the price shown when you book.

4. Payment

Unless you have a business account, payment is due when the work is finished, and the engineer will explain how to pay. Business accounts are invoiced on the terms agreed when the account is opened.

5. Cancellation

You can cancel free of charge up to the point your engineer is dispatched. See our cancellation policy, including your 14-day right to cancel under the Consumer Contracts Regulations 2013.

6. Access and safety

Please make sure the engineer can safely reach the work area at the agreed time. If they can't get access, we'll contact you to rearrange. If an engineer finds an unsafe gas appliance, they must follow the Gas Industry Unsafe Situations Procedure, which may mean disconnecting it and leaving a warning notice.

7. Our work and your rights

Under the Consumer Rights Act 2015, our work must be carried out with reasonable care and skill. If it isn't, you can ask us to put it right at no extra cost, or in some cases you may be entitled to a price reduction. Parts we fit come with the manufacturer's warranty. Nothing in these terms affects your statutory rights.

8. Liability

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law. We are responsible for loss or damage that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. We are not responsible for existing faults in your system that we were not asked to repair.

9. Complaints

If something isn't right, please tell us. See our complaints procedure.

10. Law

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