Terms & Conditions:
Irving Plumbing, Heating & Gas
Welcome to our terms and conditions. Please review the relevant sections below carefully to understand the scope of our services, cover, and mutual responsibilities.
Pre-Purchase Surveys
SECTION A: PRE-PURCHASE SURVEY TERMS
This section applies strictly to our Pre-Purchase Mechanical, Plumbing & Thermal Integrity Surveys.
1. Booking Fees & Payment Structure
All Pre-Purchase Surveys are conducted on a fixed-fee basis as quoted via email. Irving PHG operates an inspection-first billing workflow. A digital invoice will be issued immediately following the on-site survey. The final traffic-light PDF report and separate itemised Remedial Quote Framework will be released to the client within 48 hours of full payment clearing
2. Cancellation & Rescheduling Policy
Irving PHG reserves dedicated full-day engineering and routing blocks for Pre-Purchase Surveys, meaning alternative contract works are declined to secure your date. If you need to cancel or reschedule your booking, you must provide a minimum of 48 hours' notice prior to the appointment time.
- Cancellations or rescheduling requests made between 24 and 48 hours of the scheduled appointment will be subject to a late cancellation fee equal to 50% of the total quoted rate.
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Cancellations, rescheduling requests, or missed appointments made with less than 24 hours' notice (including on-the-day cancellations) will be charged at 100% of the total quoted rate to cover lost engineering availability and administrative scheduling costs.
3. Statutory 14-Day Right to Cancel (Distance Bookings)
In accordance with the UK Consumer Contracts Regulations, clients booking services online or over the phone maintain a statutory 14-day cooling-off window. By instructing Irving PHG to book and schedule an appointment that falls within 14 days of your initial enquiry, you explicitly request that our services begin within this statutory cooling-off period. You acknowledge and agree that your right to a full refund is waived once the service has been fully performed, and that our standard 48-hour and 24-hour late cancellation/rescheduling fees remain fully enforceable once an engineering slot is locked into our calendar.
4. Site Readiness & Utility Requirements)
Home Plan / Maintenance Cover
SECTION B: HOME PLAN TERMS & CONDITIONS
This section applies strictly to customers enrolled in our ongoing property maintenance Home Plan.
SCOPE OF COVER
This agreement applies per dwelling, from the gas meter emergency control valve and external cold mains stopcock at the property boundary.
Alterations & Modifications
Any alterations to the gas supply or appliances made after the annual Gas Safety Check (CP12) and without our prior knowledge will void the original certificate. A new inspection will be required at a cost of £80.00, provided the work was completed by a Gas Safe registered engineer. If unnotified work is discovered at your next scheduled visit, we reserve the right to cancel your policy.
Liability Exclusions
We are not responsible for damage to gas appliances, pipework, flues, vents, programmers, or thermostats caused by third parties or after our inspection has been completed.
Regulatory Compliance
Any remedial work needed to bring your system up to current Gas Safe regulations to issue a valid certificate is not included in the Home Plan and will be quoted separately..
Boiler Servicing
Annual boiler servicing includes standard cleaning of the combustion chamber, visual inspection, and gas pressure checks. Please note: Gaskets or manufacturer-specific washers, where required, are not included and will be charged separately.
Free Call-Outs
Unlimited call-outs are included during business hours for genuine issues related to plumbing, gas, heating, or drainage.
- Included: Initial 30-minute visit (standard rate of £80/hour applies thereafter).
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Exclusions: Programmer/timeclock resets, thermostat adjustments.
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Business Hours: Monday–Friday: 8:30am–5:00pm, Saturday: 9:00am–12:00pm. Closed Sundays, bank holidays, and national holidays.
ACCESS & COMUNICATION
You must provide accurate contact information. In case of an emergency (e.g., leak or no heating during winter) where contact cannot be made, we will leave a voicemail or email where possible, and make the property safe (e.g., isolate water supply in case of a burst pipe).
Emergency Work Authorisation
With your consent when taking out cover, we may carry out urgent work up to the value of £200.00 without prior approval. This can be discussed when your plan is set up.
Cancellation Policy
Should the policy be cancelled, any outstanding charges (up to the annual value of £156.00, plus parts) are due in full within 14 days of written cancellation.
SECTION C . General Call-Outs & Installations
This section applies to all general reactive call-outs, everyday installations, and central heating maintenance works.
Diagnostics & Call-Out Charges
No call-out charge applies if the problem is diagnosed and/or rectified by ourselves. Should the market price given not be accepted for diagnosed rectification, a diagnostic call-out charge of £80 will apply. This applies to calls received between the hours of 8:30am and 5:00pm Monday to Friday (excluding bank holidays and national holidays).
12-Month Workmanship Guarantee
Our workmanship guarantee is valid for one year from completed work. This does not include parts and materials unless they are found to be made defective by ourselves. This does not affect the manufacturer's warranty on all parts supplied by us. No responsibility can be held by Irving P.H.G. for materials or appliances supplied directly by the customer.
Any information given in relation to supplied products is solely the responsibility of the manufacturers, as any info given will be correct at the time of sale/installation according to manufacturer instructions and claims (including warranties or performance claims).
Gas Safety Inspections (General)
Any change or alteration to gas appliances and/or the gas supply without our knowledge after an annual Gas Safety Certificate (CP12) has been carried out by Irving P.H.G. will void the safety certificate for the remainder of the year. Any works required to bring the system in line with current Gas Safe Regulations to issue a safety certificate are classed as extra works to the original price of the inspection.
BOILER SERVICING (General)
Boiler servicing does not include any gaskets or essential washers required via manufacturer instructions. These will be invoiced separately if required. The service relates to checks in accordance with manufacturer instructions: standard cleaning of the boiler combustion chamber on standard efficiency models, combustion analysis (condensing models only), visual inspections, and gas pressure/usage checks.
Original Pipework & Pre-Existing Appliances
On entering an agreement of works, only the new installation of materials supplied by Irving P.H.G. and the specific work agreed shall be deemed our responsibility. No responsibility can be accepted regarding the condition of pre-existing pipework or appliances not touched, altered, or replaced by ourselves.