Terms & Conditions/Our Policies
These terms and conditions shall govern your use of our website
By using our website, you accept these terms and conditions in full; accordingly, if you disagree with these terms and conditions or any part of these terms and conditions, you must not use our website or service.
You must be at least  years of age to use our website; by using our website or agreeing to these terms and conditions, you warrant and represent to us that you are at least  years of age.
2. Monitoring phone calls and emails
We may monitor and record our calls and emails, so we can find out where we need to improve and check we’re keeping to our normal practices and procedures.
Our advisors cannot provide a price in advanced as we are unaware of what exactly needs to be done in the property, and customers sometimes aren't quiet sure what service they need etc... As we provide a service where its nature requires a fast response time (emergency plumbing and heating), our advisors will only provide the call out fee price only when and if asked by a customer. The pricing for our jobs are based on a flat rate rather than an hourly rate. The price is determined using a range, minimum to maximum where multiple factors are taken to consideration but not limited to, the service provided, the time of day, the tools required, the difficulty of the job etc... This is due to the fact that we are an 'emergency' plumbing & heating company so aim to complete all our jobs as fast and safely as possible.
If a job is deemed 'unsuccessful', the client is still obligated to pay for the tradesmen's time and labour. Our standard call-out fee is removed in this circumstance.
4. Call out fee
The call out fee is based on the time the client calls DSM Plumbing. This fee covers for the tradesman to arrive to the site and inspect what the client called DSM Plumbing for, and not for the labour. Our call out fee prices can change at any point in time. Upon visiting the clients property, if the tradesmen deems the job to be infeasible, the client is still obligated to pay the call out fee.
5. Availability Times
Our working hours are considered between 6:00am to 5:00pm
Our after working hours are considered between 5:00pm to 11pm
Our late working hours are considered between 11pm to 6:00am
Prices vary depending on which time bracket our customer's job falls in. Our prices are based on the time the customer calls, and not the time the tradesman arrives.
You will be provided an invoice which is expected to be paid on the same day. Delay of this gives us the right to charge an interest up to 10% on top of the invoice due. If a client delays a payment for more than 30 days, we have the right to take further action and forward this case to our debt collectors for the money owed.
7. Rules we set our plumbers
Plumbers are not allowed to leave the premises they worked on until payment is completed.
Plumbers are expected to respect all clients equally and provide a service to the best of their ability.
All clients have the right to cancel a call out without a cancellation fee ONLY if the tradesmen is not already on their way. If the
tradesman is already in their vehicle when a customer requests a cancellation, then a cancellation fee of £55 is due (during working hours and after working hours) or £95 during late working hours with no exceptions.
9. Our liability
Nothing in these terms limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation or for any matter that we cannot exclude or limit as a matter of law.
We provide the website and app free of charge and on an "as is" basis. To the extent permitted by law, (a) we disclaim any warranties, express or implied, and (b) other than as set out above, we are not liable for any loss or damage — direct or indirect and whether arising in contract, tort, or otherwise — even if we have been advised of the possibility of this loss or damage.
Our Terms and conditions can be changed and/or updated at any time.