Terms & Conditions
Terms & Conditions
Last updated: 15 August 2026
1. About Us
PlumbLink is a trading name of Bucks Building Services Limited, a company registered in England and Wales.
Company Number: 16782404
Registered Office: Apollo Centre, Desborough Road, High Wycombe, HP11 2QW
Email: info@plumblinkhw.co.uk
Telephone: 03334 042 911
These Terms & Conditions apply to services supplied by PlumbLink to residential and commercial customers unless alternative terms have been agreed in writing.
By accepting a quotation, instructing us to commence work, paying a deposit or otherwise engaging our services, you agree to these Terms & Conditions.
2. Our Services
PlumbLink provides plumbing, heating, gas, property maintenance, home improvement, renovation and associated building services.
Depending on the project, work may be carried out by our employees, engineers, approved subcontractors or specialist tradespeople working on our behalf.
Certain regulated work will only be undertaken by appropriately qualified or registered persons where required by law.
3. Quotations and Estimates
Unless stated otherwise, quotations are based on the information available to us at the time they are prepared.
A quotation covers only the work specifically described within it.
Additional work, unforeseen defects, concealed problems or changes requested by the customer may result in additional charges.
Examples include concealed pipework defects, damaged substrates, structural issues, inaccessible services, previously non compliant installations, asbestos or other hazardous materials, unexpected electrical or plumbing faults and defects which could not reasonably have been identified before work commenced.
Where reasonably practicable, we will discuss additional work and associated costs with the customer before proceeding.
Estimates are indicative only and may change once the full extent of the work is known.
Unless otherwise stated, quotations are valid for 30 days from the date of issue.
4. Pricing
Prices will be confirmed in the quotation, estimate, invoice, booking confirmation or other written communication provided to the customer.
Where work is charged according to time spent, the applicable hourly, call out or day rate will be communicated before or during booking wherever reasonably practicable.
Materials, parking, congestion charges, waste disposal, specialist equipment and other project specific costs may be charged separately where they are not included within the agreed price.
Any applicable VAT will be clearly identified where relevant.
5. Deposits
We may require a deposit before booking work, ordering materials or commencing a project.
The amount required will be stated in the relevant quotation or invoice.
Deposits may be used towards materials, equipment, administration, reserved labour and other costs associated with the project.
Materials or specially ordered products may not be ordered until the required deposit has cleared.
6. Payment
Payment terms will be stated on the quotation or invoice.
Unless otherwise agreed, payment becomes due on completion of the relevant work or project stage.
For larger projects, staged payments may be required as work progresses.
Customers must raise any genuine query regarding an invoice as soon as reasonably practicable.
We reserve the right to suspend further work where an agreed payment becomes overdue, subject to applicable law and any contractual obligations.
The customer remains responsible for amounts properly due for completed work, supplied materials and authorised additional work.
7. Materials and Products
Where we supply materials or products, we will endeavour to use products suitable for their intended purpose.
Product availability, specifications, finishes and prices may change between quotation and ordering.
Where a specified product becomes unavailable, we may propose a reasonably equivalent alternative. We will seek the customer’s agreement where the proposed substitution materially changes the appearance, specification or cost.
Manufacturer warranties are subject to the manufacturer’s own terms and conditions.
Where materials or products are supplied directly by the customer, PlumbLink is not responsible for their quality, suitability, compatibility, completeness, delivery or manufacturer defects.
Additional labour caused by incorrect, damaged, incomplete or unsuitable customer supplied products may be chargeable.
8. Appointments and Access
The customer must provide reasonable and safe access to the property and relevant working areas at the agreed time.
The customer should ensure that working areas are reasonably clear of personal possessions and obstructions.
If we cannot gain access at an agreed appointment, or work cannot proceed because of circumstances within the customer’s control, a reasonable attendance or cancellation charge may apply.
Arrival times are estimates where circumstances such as traffic, emergency call outs or earlier works may affect scheduling.
We will endeavour to notify customers of significant delays.
9. Emergency Call Outs
Emergency attendance is intended to investigate, isolate, make safe or repair an urgent problem where reasonably possible.
Attendance does not guarantee that a permanent repair can be completed during the initial visit.
Additional visits or materials may be required where specialist parts, further investigation or additional works are necessary.
Applicable emergency or out of hours rates will be communicated wherever reasonably practicable before attendance.
10. Unforeseen and Concealed Conditions
Plumbing, heating and building work can reveal conditions that were not visible before work commenced.
PlumbLink will not be responsible for defects or additional work caused by pre existing conditions that could not reasonably have been identified beforehand.
If unforeseen work becomes necessary, we will explain the issue and, where reasonably practicable, obtain approval before carrying out significant additional chargeable work.
11. Customer Responsibilities
The customer is responsible for providing accurate information about the property, known defects, previous work and any relevant hazards.
The customer must tell us about any known asbestos, hazardous materials, unsafe structures, concealed services or other risks before work begins.
Where permissions, landlord approval, freeholder consent or other third party approval is required, responsibility for obtaining it rests with the customer unless we expressly agree otherwise in writing.
12. Planning Permission and Building Regulations
Where applicable, work may be subject to planning permission, Building Regulations, listed building requirements, party wall requirements or other statutory controls.
Unless specifically included within our quotation, responsibility for obtaining permissions and approvals rests with the customer.
Where PlumbLink agrees to arrange an application, inspection or approval, associated charges may be added to the project cost.
13. Completion and Making Good
We will take reasonable care when carrying out work at the customer’s property.
Some work may require access through walls, floors, ceilings, cabinets, tiles or other finished surfaces.
Making good, plastering, decorating, tiling, carpentry or other finishing work is only included where specifically stated within the quotation.
Reasonable dust and disruption should be expected during building, plumbing and renovation works.
14. Waste and Disposal
Removal of waste is included only where stated in the quotation.
Where waste removal is not included, waste may be left safely and reasonably tidily at the property for the customer to arrange disposal.
Hazardous or specialist waste may require separate arrangements and charges.
15. Workmanship Guarantee
Unless otherwise stated, qualifying PlumbLink workmanship is covered by a 12 month workmanship guarantee from the date the relevant work is completed.
The guarantee applies to faults directly resulting from our workmanship.
It does not normally cover:
Customer supplied products or materials
Manufacturer defects
Normal wear and tear
Accidental or deliberate damage
Misuse, neglect or lack of maintenance
Pre existing faults
Unrelated faults occurring after our work
Damage caused by freezing, flooding, scale, corrosion or external factors
Work altered or interfered with by another person after completion
Problems arising from customer instructions contrary to our advice
Nothing in these terms affects any statutory rights that cannot legally be excluded.
16. Manufacturer Guarantees
Products supplied by PlumbLink may carry separate manufacturer guarantees.
Where applicable, these guarantees are provided by the manufacturer and remain subject to its registration, servicing, maintenance and other conditions.
Customers should retain invoices, certificates and warranty documentation.
17. Cancellations and Consumer Rights
Consumers may have statutory cancellation rights where a contract is agreed online, by telephone or away from our business premises.
Where the law provides a cancellation period, the customer may cancel within the applicable statutory period.
If the customer specifically requests that services begin during a statutory cancellation period, the customer may be required to pay a reasonable amount for services already supplied if they subsequently cancel.
For urgent repair or maintenance work specifically requested by the customer, different statutory cancellation provisions may apply.
Nothing in these Terms & Conditions limits rights provided by applicable consumer law.
18. Cancellation of Appointments
We ask customers to provide as much notice as reasonably possible when cancelling or rearranging an appointment.
A reasonable cancellation charge may apply where insufficient notice is provided, materials have already been ordered, labour has specifically been reserved or costs have already been incurred.
Any charge will reflect the circumstances and costs reasonably incurred.
19. Delays
We will make reasonable efforts to meet agreed dates and times.
However, completion dates may be affected by circumstances outside our reasonable control, including material shortages, supplier delays, adverse weather, illness, emergencies, access problems, hidden defects or delays caused by other contractors.
We will keep customers reasonably informed where significant delays occur.
20. Photographs and Records
We may take photographs or videos before, during and after work for job records, technical assessment, evidence of condition, warranty administration and dispute resolution.
We will obtain appropriate permission before using identifiable photographs of a customer’s property for advertising or promotional purposes where consent is required.
Personal information associated with these records is handled in accordance with our Privacy Policy.
21. Liability
We are responsible for loss or damage that is a foreseeable result of our failure to exercise reasonable care and skill or our breach of contract.
We are not responsible for losses caused by circumstances outside our reasonable control or by pre existing defects which we could not reasonably have identified.
Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.
For consumers, nothing in these terms affects statutory rights.
22. Subcontractors
We may use appropriately skilled subcontractors or specialist tradespeople to complete elements of a project.
Where they are engaged by PlumbLink as part of our contract with you, we remain responsible for managing the services we have agreed to provide, subject to these Terms & Conditions.
23. Complaints
If you are dissatisfied with our service, please contact us as soon as possible so that we have an opportunity to investigate and resolve the matter.
Email: info@plumblinkhw.co.uk
Telephone: 03334 042 911
Please provide your name, property address, job details and a clear description of the issue.
24. Website Information
Information on our website is provided for general information purposes.
We make reasonable efforts to keep information accurate and current, but website content should not be treated as a substitute for a property specific inspection, quotation or professional assessment.
Service descriptions and indicative information do not constitute a binding quotation.
25. Intellectual Property
Unless otherwise stated, the PlumbLink name, branding, website content, graphics, photographs and other original material on this website are owned by or licensed to PlumbLink or Bucks Building Services Limited.
Content must not be reproduced commercially without prior permission.
26. Privacy
Personal information is processed in accordance with our Privacy Policy.
27. Changes to These Terms
We may update these Terms & Conditions from time to time to reflect changes to our services, business practices or applicable law.
The version applicable to a particular contract will normally be the version in effect when that contract is agreed, unless a change is required by law or subsequently agreed.
28. Governing Law
These Terms & Conditions are governed by the laws of England and Wales.
Consumers retain any rights regarding jurisdiction provided by applicable law.
29. Contact Details
PlumbLink
A trading name of Bucks Building Services Limited
Company Number: 16782404
Registered in England and Wales
Registered Office: Apollo Centre, Desborough Road, High Wycombe, HP11 2QW
Telephone: 03334 042 911
Email: info@plumblinkhw.co.uk