DSM Plumbing – Terms & Conditions of Service

1. Acceptance of Terms & Statutory Rights

These Terms & Conditions (T&Cs) apply to all plumbing, heating, gas, drainage, and related services provided by DSM Plumbing Ltd (“DSM Plumbing”). By booking, confirming works (via any communication channel), or allowing an engineer to attend site, you agree to these T&Cs in full.

1.1. Statutory Rights: Nothing in these T&Cs shall restrict your rights under the Consumer Rights Act 2015regarding work being carried out with reasonable care and skill.

2. Authority to Instruct

You must be 18+ and have authority to instruct works. Where a tenant, agent, or occupier gives instructions, they accept joint and several liability for payment alongside the property owner.

3. Call-Out Fees & Charging Basis

3.1. Call-Out Fee: This fee covers attendance and initial assessment only. At our absolute discretion, we may waive or credit the call-out fee if the job is accepted and completed, but this remains a discretionary gesture and not a right.
3.2. Charging Formats: Works are billed as a Fixed Price, an Hourly Rate, or a Day Rate, as determined by DSM Plumbing. These rates are independent of the call-out fee.
3.3. Chargeable Time: Labour is billed from arrival on site. This includes investigation, diagnostics, testing, and reporting.
3.4. Sourcing Materials: Time spent sourcing or collecting materials not held in standard van stock is chargeable at a reasonable rate.

4. Estimates & Sequential Discovery of Faults

4.1. Estimates: Estimates are not fixed prices unless clearly stated in writing as a "Fixed Price Quotation."
4.2. Sequential Faults & Diagnostics: The customer acknowledges that the repair process is often linear. Rectifying a primary or evident fault is often a prerequisite to testing further system functionality. Should the resolution of one issue reveal a secondary, underlying, or subsequent fault that was previously undetectable, all further diagnostic time, labour, and parts required to achieve a full repair remain fully chargeable.
4.3. Emergency & Necessary Actions: While we aim to keep customers informed of costs, DSM Plumbing reserves the right to proceed with necessary works without prior authorization where immediate action is required to prevent property damage (e.g., active leaks), ensure safety (e.g., gas risks), or where the work is an essential byproduct of the agreed access or repair. All such works are fully chargeable.

5. Access & Site Conditions

Customers must provide safe, unrestricted access. DSM Plumbing reserves the right to cease works in unsafe or abusive conditions. Time spent remains chargeable.

6. Materials & Diagnostics

6.1. Stock: We do not guarantee van stock for all items.
6.2. Diagnostic Liability: If a part is identified as faulty and replaced at your instruction, you remain liable for that cost even if further underlying issues are discovered later.
6.3. Mark-Up: We apply a reasonable industry-standard mark-up on supplied materials.

7. Blockages, Drains & Frozen Pipes (No-Guarantee Basis)

7.1. Charging Basis: Unless a fixed price is agreed, all drainage and frozen pipe works are conducted on a time-spent basis.
7.2. No Guarantee of Success: Due to the unpredictable nature of plumbing systems and external factors, we do not guarantee a successful unblocking or thawing. * 7.3. Payment Obligation: If a blockage cannot be cleared or a pipe cannot be thawed, the customer remains fully liable for all time spent by the engineer and/or the call-out fee. We do not offer "No-Fix-No-Fee" terms for drainage or frozen pipework.

8. Temporary & Emergency Repairs

Emergency repairs are often "make-safe" measures. No guarantee applies to temporary works. DSM Plumbing is not liable for further damage if recommended permanent repairs are declined or delayed.

9. Damage & Making Good

9.1. Access Damage: We are not responsible for cosmetic damage (tiles, flooring, plaster, etc.) unavoidably caused to gain access to services.
9.2. Reinstatement: Redecoration and "making good" are strictly excluded from our service unless explicitly quoted for in writing.

10. Guarantees & Exclusions

Guarantees apply only to new installations paid for in full. No guarantee applies to:

Blockages, drainage, or frozen pipes.
Temporary repairs.
Pre-existing defects or systems not installed by us.
Manufacturer-supplied parts (covered by their own warranty).

11. Cancellations & Payments

11.1. Cancellations: Within 24 hours of a booking or once travel has started are chargeable.
11.2. Payment: Due immediately upon completion. We reserve the right to withhold certificates/reports until full payment is made.
11.3. Late Payment: Interest is charged at 8% above Bank of England base rate (consumers) or per the Late Payment of Commercial Debts Act (businesses).

12. Limitation of Liability

Our liability is limited to rectifying our own guaranteed work. We are not liable for indirect losses, loss of earnings, or damage resulting from the customer declining recommended safety works.

DSM Plumbing – Terms & Conditions of Service

​

1. Acceptance of Terms & Statutory Rights

​

These Terms & Conditions (T&Cs) apply to all plumbing, heating, gas, drainage, and related services provided by DSM Plumbing Ltd (“DSM Plumbing”). By booking, confirming works (via any communication channel), or allowing an engineer to attend site, you agree to these T&Cs in full.

​​

1.1. Statutory Rights: Nothing in these T&Cs shall restrict your rights under the Consumer Rights Act 2015regarding work being carried out with reasonable care and skill.

​

2. Authority to Instruct

You must be 18+ and have authority to instruct works. Where a tenant, agent, or occupier gives instructions, they accept joint and several liability for payment alongside the property owner.

​

3. Call-Out Fees & Charging Basis

​

3.1. Call-Out Fee: This fee covers attendance and initial assessment only. At our absolute discretion, we may waive or credit the call-out fee if the job is accepted and completed, but this remains a discretionary gesture and not a right.

3.2. Charging Formats: Works are billed as a Fixed Price, an Hourly Rate, or a Day Rate, as determined by DSM Plumbing. These rates are independent of the call-out fee.

3.3. Chargeable Time: Labour is billed from arrival on site. This includes investigation, diagnostics, testing, and reporting.

3.4. Sourcing Materials: Time spent sourcing or collecting materials not held in standard van stock is chargeable at a reasonable rate.

​

4. Estimates & Sequential Discovery of Faults

​

4.1. Estimates: Estimates are not fixed prices unless clearly stated in writing as a "Fixed Price Quotation."

​

5. Access & Site Conditions

​

Customers must provide safe, unrestricted access. DSM Plumbing reserves the right to cease works in unsafe or abusive conditions. Time spent remains chargeable.

​

6. Materials & Diagnostics

​

6.1. Stock: We do not guarantee van stock for all items.

6.2. Diagnostic Liability: If a part is identified as faulty and replaced at your instruction, you remain liable for that cost even if further underlying issues are discovered later.

6.3. Mark-Up: We apply a reasonable industry-standard mark-up on supplied materials.

​

7. Blockages, Drains & Frozen Pipes (No-Guarantee Basis)

​

7.1. Charging Basis: Unless a fixed price is agreed, all drainage and frozen pipe works are conducted on a time-spent basis.

​

8. Temporary & Emergency Repairs

​

Emergency repairs are often "make-safe" measures. No guarantee applies to temporary works. DSM Plumbing is not liable for further damage if recommended permanent repairs are declined or delayed.

​

9. Damage & Making Good

​

9.1. Access Damage: We are not responsible for cosmetic damage (tiles, flooring, plaster, etc.) unavoidably caused to gain access to services.

9.2. Reinstatement: Redecoration and "making good" are strictly excluded from our service unless explicitly quoted for in writing.

​

10. Guarantees & Exclusions

​

Guarantees apply only to new installations paid for in full. No guarantee applies to:

Blockages, drainage, or frozen pipes.

Temporary repairs.

Pre-existing defects or systems not installed by us.

Manufacturer-supplied parts (covered by their own warranty).

​

11. Cancellations & Payments

​

11.1. Cancellations: Within 24 hours of a booking or once travel has started are chargeable.

11.2. Payment: Due immediately upon completion. We reserve the right to withhold certificates/reports until full payment is made.

11.3. Late Payment: Interest is charged at 8% above Bank of England base rate (consumers) or per the Late Payment of Commercial Debts Act (businesses).

​

12. Limitation of Liability

Our liability is limited to rectifying our own guaranteed work. We are not liable for indirect losses, loss of earnings, or damage resulting from the customer declining recommended safety works.