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.
If you have a discount code, you must give the representative on the initial call the code to make it valid. Any discount code is only valid during our 'working hours' (please see section 5 in our terms and conditions for more information).
4. Call out fee
The call out fee is based on the time the client calls DSM Plumbing. Call a representative to find out our prices. This fee covers for the tradesman to arrive to the site and inspect what the client called us for, and does not include 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. Operating 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
6. Material collection
Our tradesman store essential and common parts in their vans to keep collection of material in the middle of a job to a minimal, but in the circumstance where a specific part or material is required which we do not store reserves of, time taken to collect non stock items is chargeable, however time taken will be kept to a minimum and within reason and should not exceed 45 minutes. In the unforeseen circumstance that the collection time is likely to exceed 45 minutes, you will be informed in advanced and notified of the reason.
The total charge to you will consist of the cost of:
- Labour (this is the duration of the tradesman's work, including all reasonable time spent in supplying non stocked materials charged in accordance of our current hourly rates).
- Materials supplied by us
- Call out fee
All charges are subject to VAT AND all prices given are exclusive of VAT.
You will be provided an invoice which is expected to be paid upon completion of the job. failure to do so gives us the right to charge an interest 4% 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.
Upon your agreement for us to carry out estimated or prebooked work, a deposit payment of 50% of the total payable is required. We reserve the right to request full payment in advance at our discretion.
7. Expectations on our tradesmen and customers
Tradesmen are expected to respect all clients equally and provide a service to the best of their ability.
Tradesmen have the right to refuse any work deemed dangerous or unsafe to carry to anyone.
Tradesmen are expected to collect payment upon completion of job before leaving the site, and the customer must allow this.
Customers are expected to follow the tradesmen instructions to ensure everyones safety.
We expect our customers to treat the tradesmen respectfully and allow them to carry out their essential task, and feel safe from the point of entering a property
All clients have the right to cancel a call out but will still have to pay the according call out fee. This starts from the point that the the customer and representative end their phone call for a call out. Failure to do so will face legal action.
We offer a 12 month guarantee on the labour our tradesmen carry out, in respect of faulty workmanship only, active from the date of completion. You will need a proof of purchase to validate your guarantee. The guarantee will become void if the work/appliance completed by us is:
- Subject to misuse or negligence
- Repaired, modified or tampered with by anyone other than our tradesmen
- Supplied by you, nor guarantee suitability and will accept no liability for any consequential damage or fault
Our guarantee does not include any work in respect of:
- Any work undertaken on instruction from you and against the advice of the tradesman
- Blockages in waste, toilets or drainage systems
Work is only guaranteed in respect of work directly undertaken by our tradesmen, and full payment having been made. Any non-related faults arising from recommend work which has not been undertaken by us will not be guaranteed.
Where we agree to carry out work on installations of inferior quality, or over ten years old, no guarantee is given to such work and accept no liability in respect of the effectiveness or such work.
10. Our liability
We will only be held liable for rectifying our own guaranteed work, and will not be held responsible for any ensuing damage or claims resulting from other work overlooked or subsequently requested and not undertaken at the time. You will be solely liable for any hazardous situation in respect of the Gas Safe regulations.
We will not be held liable or responsible for any damage or defect resulting from work not fully guaranteed, or where recommended work has not been carried out. Work will not carry a guarantee where you have been notified by the tradesman.
Goods supplied and delivered by us to you, or your premises, shall remain our property until paid for by you in full. Whilst goods remain our property we have the absolute right to:
- Retake, sell or otherwise deal with or dispose of all or any part of these goods.
- Enter any premises, at any time and without notice, in which goods or any part thereof is installed, stored or kept, or is reasonably believed so to be.
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.