Terms & Conditions of Service

The Plumbing Brothers provides domestic plumbing services, repairs, installations, maintenance, and related plumbing work for residential customers in Ashford, Kent and surrounding areas.

All quotes and estimates are based on the information available at the time they are provided. A quote is valid for 30 days unless otherwise stated. If additional work, materials, access issues, hidden faults, or unforeseen problems are discovered once work has started, these may result in additional charges. We will discuss any significant additional costs with the customer before proceeding where practical.

A call-out or site visit may be chargeable, depending on the nature of the request, location, time required, and whether work is carried out. If a customer cancels a booking at short notice, or if we attend and cannot access the property, a charge may apply. Customers must ensure that someone is available at the agreed appointment time and that safe and reasonable access is provided to the work area.

The customer is responsible for ensuring the property can be safely accessed, the work area is clear and accessible, and water, electricity, stopcocks, valves, appliances, and relevant fixtures can be reached where required. Any known issues, defects, leaks, previous repairs, or system problems must be disclosed before work starts. The Plumbing Brothers cannot be held responsible for delays, additional costs, or limitations caused by poor access, unsafe conditions, hidden defects, or incomplete information provided by the customer.

Where materials or parts are supplied by The Plumbing Brothers, these will be charged as part of the invoice. All materials remain the property of The Plumbing Brothers until payment has been received in full. If the customer supplies their own parts, fittings, appliances, or materials, The Plumbing Brothers accepts no responsibility for their quality, suitability, missing components, incorrect sizing, defects, or compatibility with the existing system. Additional time spent dealing with unsuitable or incomplete customer-supplied items may be chargeable.

Plumbing systems, fixtures, valves, pipework, appliances, and fittings may have existing wear, corrosion, scale build-up, poor installation, weak joints, or hidden faults. The Plumbing Brothers is not responsible for pre-existing issues, deterioration, or faults that become apparent during or after work is carried out. Where an existing system is old, poorly maintained, badly installed, or affected by hard water, low pressure, corrosion, or scale, further work may be required and charged separately.

Only the work specifically agreed in the quote, estimate, written instruction, or booking will be included. Any additional work requested by the customer, or required due to unforeseen circumstances, will be charged separately. Where possible, we will explain the issue and agree the additional work before proceeding.

Payment is due on completion of the work, unless otherwise agreed in writing. Invoices are payable on receipt. Payment can be made by bank transfer, debit card, credit card, Apple Pay, contactless payment, or any other method agreed by The Plumbing Brothers. The Plumbing Brothers reserves the right to request a deposit or advance payment for larger jobs, special-order parts, or materials.

If payment is not received by the due date, The Plumbing Brothers reserves the right to charge interest on the overdue amount at 8% per year, plus reasonable costs of recovering the debt. Unpaid invoices may be passed to a debt recovery service, and the customer may be liable for any reasonable costs incurred in recovering the debt.

If a job is booked by phone, through the website, or during a visit to the customer's own home, the Consumer Contracts Regulations 2013 normally give domestic customers a 14-day right to cancel from the date of booking. If a customer asks us to carry out work before that 14-day period ends, we will ask them to confirm this request in writing (for example by email or text) before work starts, and the customer acknowledges that this cancellation right ends once the work has been completed.

Customers should provide as much notice as possible if they need to cancel or rearrange an appointment. The Plumbing Brothers will make reasonable efforts to attend at the agreed time, but appointments may be affected by traffic, emergency jobs, supplier delays, weather, or circumstances beyond our control. We will aim to communicate any significant delay as soon as reasonably possible.

The Plumbing Brothers will carry out work with reasonable care and skill. We are not liable for pre-existing faults or damage, hidden defects in pipework, fittings, appliances, or systems, damage caused by poor existing installation or previous repairs, loss or damage caused by customer-supplied parts, issues caused by misuse, neglect, lack of maintenance, scale, corrosion, blockages, or third-party work, or loss of income, loss of business, inconvenience, or indirect losses. Nothing in these Terms and Conditions limits liability where it would be unlawful to do so, or affects a customer's statutory rights under the Consumer Rights Act 2015.

The Plumbing Brothers reserves the right to refuse, stop, or postpone work if the property, work area, or conditions are unsafe. This includes, but is not limited to, unsafe electrical installations, unsafe flooring, restricted access, unhygienic conditions, aggressive behaviour, or any situation that may place our team or others at risk.

Unless otherwise agreed, the customer is responsible for the disposal of old fixtures, fittings, appliances, packaging, and waste materials. Where The Plumbing Brothers agrees to remove waste, this may be charged separately.

The Plumbing Brothers may take photos of work areas, installations, faults, completed work, or parts for record-keeping, quotation, evidence of work completed, or training purposes. Any use of photos for marketing will avoid identifying the customer or property unless permission has been given.

Any query or concern regarding an invoice or completed work should be raised as soon as possible, preferably within 7 days. We will review any concerns fairly and aim to resolve matters in a professional and reasonable manner.

The Plumbing Brothers holds Public Liability Insurance for customer peace of mind.

This website's content is for general information only. Prices, timings, or indicative costs mentioned anywhere on the site are guides only — the binding quote is the written one sent after a job has been seen. We accept no liability for third-party links or services linked from this site, including Google Maps, WhatsApp, and Google Reviews. All site content, logo, and brand assets remain the property of The Plumbing Brothers.

The Plumbing Brothers may update these Terms and Conditions from time to time. The version in place at the time of booking or quotation will apply to the work carried out.

These Terms and Conditions are governed by the laws of England and Wales. Any disputes will be handled under the jurisdiction of the courts of England and Wales.