Terms & Conditions

Governing the use of https://www.pkeeling.co.uk and the provision of our services

Last Updated: 07/01/2026

These Terms and Conditions ("Terms") set out the agreement between PK Plumbing Limited ("we", "us", "our") and you ("you", "your") for any plumbing, heating, drainage, or related services we provide.

Please read these Terms carefully before booking an appointment or asking our engineer to begin work. By booking an appointment or instructing us to proceed with work, you accept these Terms in full.

1. DEFINITIONS

In these Terms, the following words have specific meanings:

  • "Appointment" means the scheduled date and time for our engineer to attend your Premises.
  • "Callout Fee" means a charge for our engineer to attend your Premises to assess the Work required. A callout fee may apply in some circumstances and will be confirmed at the time of booking.
  • "Engineer" means our employee, contractor, or agent attending your Premises to carry out the Work.
  • "Job Sheet" means our record of the Work, including arrival time, departure time, description of Work carried out, parts used, and the charges applied.
  • "Premises" means the property at which we are to carry out the Work.
  • "Work" means the services, repairs, installations, or other tasks we agree to carry out for you.

2. CONTRACT FORMATION AND ACCEPTANCE

2.1 When you contact us to book an Appointment, we will:

  • Take details of the Work you require;
  • Explain and agree the price for the Work;
  • Confirm whether a callout fee applies;
  • Arrange an Appointment date and time.

2.2 A binding contract is formed when you book an Appointment and accept the price quoted. Verbal acceptance during the booking call is sufficient to form this contract. You do not need to sign anything for the contract to be binding.

2.3 These Terms are incorporated into every contract between us. If there is any conflict between these Terms and anything said during booking, these Terms will apply unless we have agreed otherwise in writing.

2.4 We reserve the right to decline any booking at our discretion.

3. PRICING AND CHARGING

3.1 Callout Fee

We may charge a callout fee for attending your Premises to assess the Work required. Whether a callout fee applies will be confirmed at the time of booking. The callout fee is separate from any Work charges and covers only the cost of our Engineer attending your Premises. If a callout fee applies, it will be charged regardless of whether you proceed with the Work. The callout fee does not include any actual Work carried out.

3.2 Agreed Price

We will agree a price for the Work before our Engineer begins. This price will be confirmed at booking and recorded on the Job Sheet. This price is separate from any callout fee and applies only to the Work itself.

3.3 Price Increases

The agreed price covers the specific Work described and agreed. If our Engineer discovers that additional work is required beyond what was originally agreed, we will explain the additional work and seek your consent before proceeding. The price may increase to reflect any additional work required.

3.4 Hourly Rate (Where Applicable)

We do not normally charge an hourly rate. However, if we do charge on an hourly basis, time will be charged per hour or part of an hour. The minimum chargeable period will be one hour.

3.5 What is included in the price

The price you pay will include charges for labour, parts and materials (where applicable), and VAT at the prevailing rate.

4. PARTS AND MATERIALS

4.1 Parts are charged at supplier cost plus a fixed handling fee and a percentage markup. This covers procurement, delivery, storage, and warranty administration.

4.2 The markup is tiered based on the cost of the part. Full details of our parts pricing structure are available on request.

4.3 We will confirm at booking whether parts are included in the agreed price or charged separately.

5. VARIATIONS AND ADDITIONAL WORK

5.1 Once our Engineer is on site, they may discover that additional work or parts are required beyond what was originally described or agreed.

5.2 Where reasonably practicable, our Engineer will explain the additional work required and seek your consent before proceeding. We will provide an indication of the additional cost.

5.3 If you do not consent to the additional work, our Engineer may stop and you will be charged for the Work completed to that point, plus any parts or materials already used or ordered specifically for your job.

5.4 In emergency situations where delay in seeking consent would cause damage to your property or safety risks, our Engineer may proceed with essential work to prevent immediate harm. We will inform you of any such work and the associated charges as soon as reasonably practicable.

6. YOUR OBLIGATIONS

To enable us to carry out the Work effectively, you agree to:

  • Access: Provide safe and clear access to the Premises and to the areas where Work is required;
  • Permissions: Ensure you own the Premises or have the necessary permissions for the Work to be carried out;
  • Parking: Where possible, arrange for suitable parking near the Premises. If parking permits or paid parking are required, you are responsible for providing or paying for these;
  • Accurate information: Provide an accurate description of the problem or Work required. If your description is materially inaccurate, additional time or visits may be needed, and additional charges will apply;
  • Materials: If you provide any materials for us to use, ensure they are suitable for the intended purpose. We are not responsible for problems caused by unsuitable materials you have provided;
  • Safety: Ensure the Premises are safe for our Engineer to work in and notify us of any hazards.

If you fail to meet these obligations, we may not be able to carry out the Work, and you may need to arrange a further visit at additional cost.

7. CARRYING OUT THE WORK

7.1 We will supply you with a date and time slot for your Appointment. We will make every effort to arrive within this time slot.

7.2 We may arrive before your time slot if circumstances allow and you have indicated you are available, particularly for emergency Work.

7.3 We will not be liable for any delay or failure to attend due to events outside our reasonable control, including but not limited to: traffic conditions, adverse weather, vehicle breakdown, illness, or other emergencies. If such an event occurs, we will notify you as soon as reasonably practicable, and you may cancel without charge if the delay is unacceptable to you.

7.4 If any estimate of completion time is provided, this is an estimate only and not a guaranteed completion time.

8. JOB SHEET AND EVIDENCE

8.1 When our Engineer completes the Work (or if the Work is stopped before completion), they will complete a Job Sheet recording:

  • Arrival time at the Premises;
  • Departure time from the Premises;
  • Description of Work carried out;
  • Parts and materials used;
  • The total charge.

8.2 You will be asked to sign the Job Sheet to acknowledge the information is accurate. If you believe any information is inaccurate, please tell our Engineer immediately and note your concern on the Job Sheet.

8.3 If you refuse to sign the Job Sheet, this does not invalidate our record or relieve you of your obligation to pay. Our Engineer's Job Sheet will be treated as accurate evidence of the Work carried out unless you provide contrary evidence.

8.4 If you have any concerns about billing or the Work carried out, please contact us in writing within 7 days of the Appointment. Prompt notification helps us investigate and resolve concerns effectively.

9. PAYMENT

9.1 Payment is due on completion of the Work unless we have agreed otherwise in writing.

9.2 We accept payment by debit card, credit card, bank transfer, or other methods we may specify. We reserve the right to decline certain payment methods.

9.3 We may require advance payment or a deposit before attending, particularly for larger jobs or where parts need to be ordered. If advance payment is required, we will inform you at or before booking.

9.4 If you do not pay when payment is due:

  • We may charge interest on the overdue amount at the rate of 4% per annum above the Bank of England base rate from the due date until payment is received;
  • We may recover our reasonable costs of collecting the debt, including administrative costs and legal fees where applicable;
  • We may suspend or refuse future Work until the outstanding amount is paid.

9.5 If you dispute any charge, you must notify us in writing within 7 days of the invoice date. Any undisputed portion of the invoice remains due for payment.

10. GUARANTEE

10.1 Standard Guarantee

Except where stated otherwise in this Section, all Work carried out by us, and all parts and materials supplied by us, are guaranteed for a period of 12 months from the date the Work was completed ("Guarantee Period").

10.2 Manufacturer Guarantees

Some products we supply may come with a separate manufacturer's guarantee. Where applicable, please refer to the manufacturer's documentation for details.

10.3 Making a Guarantee Claim

If you experience any problem with Work we have carried out within the Guarantee Period, please contact us as soon as reasonably possible. If the problem is due to faulty workmanship or defective materials supplied by us, we will rectify the problem and replace any faulty parts free of charge. If we cannot rectify the problem, we may offer you a full or partial refund.

10.4 Reduced Guarantee Period

The following types of Work have a reduced Guarantee Period of 10 days:

  • Drain unblocking;
  • Central heating power flush.

10.5 Temporary Repairs (No Guarantee)

Where we advise you that Work is a temporary solution only (for example, a temporary repair to allow time for a permanent fix to be arranged), that Work is not guaranteed. Our Engineer will clearly explain this to you and note it on the Job Sheet. We will advise you of further Work needed for a permanent solution.

10.6 Silicone Sealant Work (No Guarantee)

Work involving the application or replacement of silicone sealant (for example, around baths, showers, sinks, or worktops) is not guaranteed. Silicone sealant is a consumable material subject to degradation from regular use, moisture exposure, cleaning products, and environmental factors beyond our control. While we will apply sealant to a professional standard, we cannot guarantee its longevity or performance over time.

10.7 Exclusions from Guarantee

Our guarantee does not apply if:

  • The problem was caused by deliberate damage, accidental damage, misuse, or neglect;
  • You have failed to follow our advice or the manufacturer's instructions regarding use or maintenance;
  • You or a third party have modified, interfered with, or attempted to repair the Work, and the problem was caused by that modification or interference;
  • The problem is due to normal wear and tear;
  • The Work was identified as a temporary repair under Section 10.5;
  • The Work involved silicone sealant as described in Section 10.6.

10.8 Statutory Rights

This guarantee is in addition to, and does not affect, your statutory rights under the Consumer Rights Act 2015 or other applicable legislation.

11. LIABILITY

11.1 Our Responsibility

If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our negligence. Loss or damage is foreseeable if it is an obvious consequence of our breach, or if it was contemplated by you and us at the time the contract was formed.

11.2 Damage to Property

We will make good any damage to your property caused by us during the Work. However, we are not responsible for:

  • The cost of repairing pre-existing faults or damage to your property that we discover while carrying out the Work;
  • Damage unavoidably caused when gaining access to hidden pipes, drains, or concealed services, except where we have been negligent;
  • Damage caused by defects in materials you have supplied.

11.3 Exclusion of Indirect Loss

Our services are provided for domestic and private use. We will not be liable for any:

  • Loss of profit;
  • Loss of business or business opportunity;
  • Business interruption;
  • Any indirect or consequential loss.

11.4 What We Do Not Exclude

Nothing in these Terms excludes or limits our liability for:

  • Death or personal injury caused by our negligence;
  • Fraud or fraudulent misrepresentation;
  • Breach of the terms implied by section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession);
  • Breach of the terms implied by sections 3, 4, and 5 of the Supply of Goods and Services Act 1982 (description, satisfactory quality, fitness for purpose, and samples);
  • Defective products under the Consumer Protection Act 1987;
  • Any other liability that cannot be excluded or limited by law.

12. CANCELLATION AND RESCHEDULING

12.1 Your Right to Cancel Before Arrival

You may cancel or reschedule your Appointment without charge if you give us at least 24 hours' notice before the Appointment time. Please call us to cancel or reschedule.

12.2 If you cancel or reschedule with less than 24 hours' notice, we may charge a cancellation fee to cover our reasonable costs (including lost time and travel costs).

12.3 If you have paid anything in advance for Work that we have not carried out due to your cancellation, we will refund that amount (less any applicable cancellation fee and any charges under section 12.4) within 14 days.

12.4 Charges for Cancellation When Engineer is Scheduled or Parts are Ordered

If you cancel your Appointment and any of the following apply, you will be charged for:

  • Our Engineer's labour time if they have been scheduled for your Appointment and would otherwise be sitting around with no other work to do (even if they have not yet arrived at your Premises);
  • Parts and materials that have been ordered specifically for your job (whether or not they have been used);
  • Labour time spent if our Engineer has already begun the Work at the point of cancellation;
  • VAT on the above.

These charges apply in addition to any cancellation fee under section 12.2.

12.5 If you cancel because we have failed to comply with these Terms (other than due to events outside our control), you will not be required to pay for any Work not completed.

12.6 Our Right to Cancel

We may cancel an Appointment if:

  • An event outside our reasonable control prevents us from attending;
  • Key materials required for the Work are unavailable;
  • Our Engineer is unavailable due to illness or emergency.

12.7 If we cancel before Work has begun, we will refund any advance payment in full. If we cancel after Work has begun, we will not charge you for any incomplete Work.

13. OTHER IMPORTANT TERMS

13.1 Transfer of Rights

We may transfer our rights and obligations under these Terms to another organisation. If we do so, we will notify you in writing and ensure the transfer does not affect your rights.

13.2 Third Party Rights

This contract is between you and us. No other person has any rights to enforce any of its terms.

13.3 Severability

If any court or relevant authority decides that any provision of these Terms is unlawful or unenforceable, the remaining provisions will remain in full force and effect.

13.4 No Waiver

If we fail to insist on our rights under these Terms, or if we delay in enforcing them, this does not mean we have waived those rights. Any waiver by us must be in writing, and will not automatically apply to any later default.

13.5 Entire Agreement

These Terms, together with any specific pricing or scope agreed at booking, represent the entire agreement between us for the Work. They supersede any prior discussions, representations, or understandings.

13.6 Governing Law and Jurisdiction

These Terms are governed by English law. Any dispute arising from these Terms or the Work will be subject to the jurisdiction of the English courts. However, if you are a resident of Northern Ireland, you may also bring proceedings in Northern Ireland; and if you are a resident of Scotland, you may also bring proceedings in Scotland.

13.7 Complaints

If you are dissatisfied with any aspect of our service, please contact us using the details in Section 14. We will endeavour to resolve your complaint in accordance with our internal procedures.

14. CONTACT US

We are PK Plumbing Limited, a company registered in England and Wales.

If you have any questions, concerns, or complaints, please contact us:

If you contact us in writing, we will acknowledge receipt and respond as soon as reasonably practicable.