Terms & Conditions

By using this website, you are agreeing to the terms set out below. All calls are recorded for quality and monitoring purposes. 

Acceptance of Works

The company reserves the right to refuse or decline any work at its own discretion. Where the company agrees to undertake works for the customer, this work will be carried out by The LOCAL Plumbers. By making a booking the client accepts that the contract is between the customer and The LOCAL Plumbers.


The LOCAL Plumbers. charges a minimum 1 hour fee for all appointments, plus parts (if used) plus Vat regardless of the work carried out; if the time on site exceeds one hour this additional labour is charged at the ½ hour rate quoted at time of booking.

All charges are subject to VAT at the current rate.

Discounts are only applicable if quoted and agreed at time of booking.

The customer will reimburse the company for any and all expenses incurred (including labour, materials and equipment hire) upon acceptance of an estimate which is subsequently cancelled by the customer.


All invoices are due for payment immediately upon completion of works.Where the customer is represented by a third party person(s) or agent(s) (such as a managing agent, landlord, tenant or other occupier, friend, family, contractor or other representative), in the event of non-payment by the customer, the third party will be responsible for full payment unless the company has agreed otherwise in writing prior to any works commencing.

The company will be under no obligation to provide or issue any guarantees, certificates or other similar documents to the customer for works, unless payment has been made and received in full.

Attendance and Completion of Works

The company will advise the customer of the date and time for works to be carried out. The company will always endeavour to ensure they maintain this schedule and that their operatives attend at the agreed time. However, the company accepts no liability in respect of late/non-attendance at any site, or for the late/non delivery of any equipment or materials. All times provided by the company are estimates only.

Limitation of Liability

Any faulty workmanship will need to be rectified by the Independent Plumber that carried out the work. Independent Plumbers liability shall be limited to:

the repair or making good of any defect pursuant to its undertaking.

liability for personal injury or death resulting from negligence in the course of the Independent Plumber carrying out their duties.

the reasonable costs of repair or reinstatement of damage or any loss to the customers property, should this result from the negligence of the Independent Plumber.

The Independent Plumber will not accept any responsibility for damage suffered to a part of any property where the damage is in whole or in part a consequence of a defect or weakness in the property.

The Independent Plumber will not accept responsibility or liability for damage caused whilst investigating and repairing any Services. This includes but not limited to; the removal of bathroom suites, panels or furniture, tiles and tiling, floor coverings, internal and external walls where pipework is or must be routed and other damages as a result.

If damage to plaster and brickwork is caused it will be the customer’s responsibility to make good. We cannot accept responsibility for any damage to wallpaper, paintwork, tiles, carpet, furniture etc.

It is the responsibility of the customer to protect items of furniture, furnishings, fixtures and fittings. We will make reasonable efforts not to cause damage.


All defects must be notified to the company by the customer either verbally or in writing, and the Independent Plumber and their insurers (if applicable) must be provided the opportunity to inspect the work and any alleged defect.

This inspection shall only apply to work carried out and completed by the Independent Plumber that has been paid in full by the customer.

Following the inspection if it transpires the alleged defect is not the result of any work or service carried out or provided by the Independent Plumber, the company reserves the right to make a charge to the customer for the inspection visit at its standard rate.

The company reserves the right to not carry out any work where the customer cannot provide enough evidence that the work was originally carried out by the Independent Plumber, or where full payment has not been received for said work.

Exclusions are:

Any parts or materials supplied by the customer.

Any systems or structures which have not been installed by the Independent Plumber.

Any defects resulting from the misuse, wilful act or faulty workmanship by the customer or any other third party working for or under the direction of the customer.

Permits, Licenses, Regulations and Consents/Access

It is the customer’s duty to ensure suitable permission, permits, licenses and all other consents from the owner/landlord/agent/organisation, and/or planning permission if necessary is obtained prior to installation work carried out by the Independent Trader. The customer shall obtain permission for the Independent Trader to proceed over property belonging to neighbours or third parties if this is necessary. The customer shall indemnify the Independent Trader in all aspects of claim from neighbouring/third party properties arising out of the presence of the Independent Plumber.

Removal of Waste and Materials

The LOCAL Plumbers is not responsible for the removal of any waste materials. The customer is responsible for the removal of any/all waste materials resulting from the works carried out by the Independent Plumber


Any work carried out by the Independent Plumber will be guaranteed under their own respective policies.

Any guarantee provided by the Independent Plumber shall be for labour only, in respect of faulty workmanship. Any parts, equipment or components supplied by the Independent Plumber will be covered by their respective manufacturer’s warranty.

The guarantee will become null and void if the work and or parts are:

– Subject to misuse or negligence

– Repaired, tampered with or modified by anyone. The LOCAL Plumbers. accepts no liability for or guarantee for materials supplied by the customer or other third parties and will not accept liability for any damage or faults as a result.

The LOCAL Plumbers is unable to guarantee any work in respect of blockages in waste and drainage systems.

The LOCAL Plumbers is unable to guarantee any work which has been undertaken on instruction by the customer, against the Independent Trader advice/recommendations.

The LOCAL Plumbers will not be liable or responsible for any damage or defect arising from cases where the recommended work has not been carried out.

The LOCAL Plumbers will not guarantee work where the customer has been notified either verbally or in writing by the Independent Trader of any related work which requires attention.

All Gas Safe engineers operate under their own Gas Safe registration, and a such are solely responsible for any gas related work and subsequent liability.

Intellectual Property Rights

All content of this website, including graphics and logos remain the sole property of the company, and it is not permitted to copy, reproduce or distribute either in part of full, without our prior written consent.

Complaints Procedure

In the unlikely event the customer experiences a problem with the service provided by the company, the customer must put their complaint in writing via email clientservicehsd@aol.co.uk or by post to The LOCAL Plumbers, Hamilton Park, Court Lodge Farm, Hinxhill, Ashford, TN25 5NR at their earliest opportunity. Upon receipt of this complaint, the company will endeavour to resolve the matter as swiftly as possible.

Notice of Your Right to Cancel

The customer has the right to cancel this contract within fourteen calendar days starting on the day the notice of right to cancel is issued. By allowing work to commence before the end of the 14-day notice period, you agree that any work carried out is chargeable and that payment is due.

Should you send your cancellation notice in writing via post or email to clientservicehsd@aol.co.uk or The LOCAL Plumbers, Hamilton Park, Court Lodge Farm, Hinxhill, Ashford, TN25 5NR at their earliest opportunity. if by post it is recommended you retain proof of postage. We advise that all notice of rights to cancel are sent via email.

Home Services Direct Ltd. T/A The LOCAL Plumbers, Hamilton Park, Court Lodge Farm, Hinxhill, Ashford, Kent, TN25 5NR

Company registration number: 05055001 | VAT registered company number: 834 7080 26