top of page

Terms and conditions


Note: Our call handlers will not advise the customer of every term and condition and it is your duty to be informed of our policies prior to calling us and using our services.  

1. Introduction

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 [18] 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 [18] years of age.

2. Monitoring phone calls and emails

DSM Plumbing may monitor and record our calls and emails, to ensure the safety of DSM Plumbing’s staff and customers. If you call our mobile number on the website, this may not be recorded at times. 


3. Promotions

If the customer has a discount code, they must provide this in the initial call out. Any discount code is only valid during our 'working hours' (please see section 5 in our terms and conditions for more information).


4. Rates and estimates 

The call out rate is based on the time the customer calls DSM Plumbing. This fee is only a call out for calling out the tradesmen to the property and does not include the labour. The hourly rate starts from the time DSM Plumbing arrives to the site (for example, if the customer calls DSM Plumbing at 5:15pm and DSM Plumbing arrives at 5:45pm, the call out rate would be the weekday rate and labour hourly rate would be the evening rate). 


Unless DSM Plumbing provides the customer with a written estimated which is accepted by the customer with its terms in writing, all works will be charged on the base of DSM Plumbing’s standard rates according to the time the works are carried out.


Any estimates provided by DSM Plumbing are subject to withdrawal by DSM Plumbing at any time before a written approval of the quote by the customer or not accepted within 28 days.


Where DSM Plumbing provides the customer with an estimate which is accepted by the customer in accordance with its terms, the estimate is a fixed, form price quotation unless otherwise specified by DSM Plumbing in the quote and also except as follows: 


  • an estimate is based on the information made available to aspect by the customer/ if during the works it becomes known to DSM Plumbing that the information was incorrect or insufficient, DSM Plumbing reserves the right to inform the customer and to increase the estimated price to take into account of the revised information 


  • if prior to carrying out the works, there is an increase to DSM Plumbing of more than 10% in cost of rev leant material, parts or equipment hire since the date won which DSM Plumbing’s estimate was provided, DSM Plumbing reserves the right to inform the customer and provide a revised estimate incorporating that increase. In this event the revised estimate will apply unless the customer cancels the agreement before the works are begun 



5. Stock of material 

DSM Plumbing carry standard plumbing and heating stock in their vans at all times. For specific material that is not carried in our standard van stock, we will charge a reasonable time in tracing and collecting material, which will be charged on a time basis as per DSM Plumbing’s standard rates. Please note that this is an a uncommon scenario. 


If the works involves a diagnostic process to ascertain the cause or source of a fault or breakdown and during that process an item is ascertained by DSM Plumbing to be faulty and is replaced, the customer will be liable to pay for that replacement even if the breakdown was caused in whole or in part of a different fault.


  • In addition to the above, if a part or material is damaged during a diagnostic which was impossible to avoid, the customer is still required to pay for the replacement material or part if it is required in order to complete the job.


DSM Plumbing will be entitled, in accordance with market practise, to charge a mark-up on any parts, materials and other items supplied by DSM Plumbing, subject to a maximum mark-up of 65% of the actual paid cost by DSM Plumbing for the relevant item. 


Customers are paying for DSM Plumbing’s time rather than the probability of success of the work they are carrying out. (Even if a drain does not get unblocked, the customer still pays for the time taken carrying out the work).


6. VAT

Unless stated otherwise, the price and all estimates provided by DSM Plumbing are shown exclusive of Value Added Tax (VAT) which is payable in addition to the final price.


Customers are expected to pay a cancellation fee/call out fee. This applies to cancellations on booked jobs within 24 hours or emergency call outs from the point that our engineer has begun their journey to the job address. This is £70 + vat for working hours and £90 + vat out of hours. 

Payments and title

Payments by the customer is due on completion of the works. 


Where the customer is represented by a third party (such as a managing agency, tenant or other occupier, contact or there representative), in the event of non-payment by the customer, the third party will be responsible for payment unless DSM Plumbing has agreed otherwise in writing. 


In the case of consumer customers, DSM Plumbing shall be entitled to interest on a daily basis on any amount not paid on the due date for payment in full at 8% above the Bank of England base rate at the relevant time together with such charges as may be incurred by any collection agent appointed by DSM Plumbing. In the case of commercial customers, DSM Plumbing will apply all relevant interest and chargers as applicable under the Late Payment of Commercial Debts (Interest) Act 1998.


DSM Plumbing shall not be queried to issue or deliver any certificates, guarantees or other similar documents regarding the works until payment has been made in full.


Title in all parts, materials and other items supplied by DSM Plumbing shall not be passed onto the customer until payment for the works has been made in full. 


Customer expectations 

The customer will at all times provide a safe working environment for DSM Plumbing and its employees for the purpose of carrying out the works. DSM Plumbing will not be required to enter any property when they are occupied but the only occupant is minor. 


Blockages, Drains & Frozen Pipes

DSM Plumbing will not be liable for any fracture found in frozen pipes attended by DSM Plumbing. DSM Plumbing will not guarantee to clear blockages occurring in a pipe or drain.


Removal of Waste

Unless agreed in writing between the parties, the customer will be responsible for the removal from site of all waste materials resulting from the works. 


Inspections of works and defects (guarantee) 

The customer shall inspect the works as far as it is reasonably possible to do so immediately upon the completion of the works (failure to do so shall not imply rejection of the works). If the customer considers the work completed and approves of it, the works shall be conclusively presumed to be complete and complete free of any defects which would be apparent on reasonable examination.


If the customer gives DSM Plumbing a notice that the works or any part thereof are not in accordance with the contract, DSM Plumbing shall be given access to the site to examine the complaint and if DSM Plumbing agrees that the works were not completed in accordance with the contact, DSM Plumbing will make good at its own cost and expense. DSM Plumbing must be given the opportunity to rectify their work. If the customer involves a third party contractor prior to giving DSM Plumbing a reasonable opportunity to correct any agreed defect or prior to exhausting the procedure recommended by DSM Plumbing, any such involvement shall be at the customer’s own cost and expense and DSM Plumbing shall be entitled to payment in full.


Some works carried out by DSM Plumbing may be temporary repairs or may deem the works incompletable. In the event of this, DSM Plumbing will not offer a guarantee on the visit due to the nature and will inform the customer as to why, and the customers invoice will state when there is no guarantee as a result.   


If DSM Plumbing returns to the site at the customer’s request to review a claim under this undertaking and it transpires that the defect had not arisen as a result of the breach of contract on the part of DSM Plumbing, DSM Plumbing reserves the right to charge the customer for the visit at its standard rate. 


DSM Plumbing reserves the right not to carry out any work where the customer cannot evidence that the work was originally carried out and completed by DSM Plumbing or where payment has not been made in full for such work.


DSM Plumbing’s exclusion of the guarantee refers to:

  • Parts, materials and other items will be provided only with the benefit of the manufacturer’s and/or supplier’s guarantee the extent available and are not guaranteed by DSM Plumbing

  • Systems or structures not installed by DSM Plumbing

  • Any recall arising from circumstances or factors known to the customer but not notified or disclosed to DSM Plumbing prior to the work having been undertaken

  • Defects resulting from misuse, wilful act, or faulty workmanship by the customer or anyone working for or under the direction of the customer (other than DSM Plumbing)

  • Damage to drainage systems caused by root penetration or any other outside force

  • Any work to related to blockages or drains

If DSM Plumbing are only supplying a product(s), they reserve the right to hold 35% once the item has been ordered. This is due to suppliers holding back 35% as a 'restocking fee' which will be passed on to the customer. 


DSM Plumbing’s liability

DSM Plumbing will only be held liable for rectifying their 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. The customer will be solely liable for any hazardous situation in respect of the Gas Safe regulations.

DSM Plumbing 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 DSM Plumbing to the customer, or to their premises, shall remain DSM Plumbing’s property until paid for by the customer in full. Whilst goods remain DSM Plumbing’s property, they 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 DSM Plumbing’s liability for death or personal injury caused by their negligence, fraud or fraudulent misrepresentation or for any matter that we cannot exclude or limit as a matter of law.

DSM Plumbing provides the website free of charge and on an "as is" basis. To the extent permitted by law, (a) DSM Plumbing disclaim any warranties, express or implied, and (b) other than as set out above, DSM Plumbing are not liable for any loss or damage — direct or indirect and whether arising in contract, tort, or otherwise — even if DSM Plumbing have been advised of the possibility of this loss or damage.

DSM Plumbing Terms and conditions can be changed and/or updated at any time.


By getting in touch with DSM Plumbing and using DSM Plumbing’s services you are agreeing with DSM Plumbing’s terms and conditions in full, regardless of if customer has called DSM Plumbing directly from the website or third party. 

bottom of page