Terms of service
The basis on which we carry out work. Last updated 16 August 2026.
⚠ Owner action required. This is a working draft of standard trade terms. It must be reviewed by someone qualified before you rely on it, and several clauses need your actual commercial decisions filling in — payment terms, guarantee period, call-out charging and cancellation. Nothing here has been invented to look like a real policy; the gaps are marked.
1. Who we are
These terms apply to work carried out by Kernow Plumbers Ltd, trading as Kernow Plumbers. ⚠ Company registration details to be added.
2. Quotations and estimates
A quotation is a fixed price for clearly defined work and will not change unless the work itself changes. An estimate is our best assessment where the full extent cannot be known in advance — for example a leak of unknown origin. We will always make clear which we have given you.
Where we find something during the work that was not reasonably foreseeable, we will stop and discuss it with you before continuing. We will not carry out additional chargeable work without your agreement.
3. Materials
Materials are itemised in your quotation and agreed with you before anything is ordered. Where you supply your own materials we will fit them, but we can only guarantee our own workmanship, not products we did not supply. Risk in materials passes to you on delivery to your property; title passes on payment in full.
4. Payment
⚠ To be confirmed by the owner. This section needs to state:
- Payment terms for completed work (e.g. on completion, or within X days of invoice)
- Whether a deposit is required for larger installations, and how much
- Any stage payments on bathroom or full heating installations
- Accepted payment methods
- Interest on late payment (the statutory right is Bank of England base rate plus 8% for business customers under the Late Payment of Commercial Debts (Interest) Act 1998)
5. Call-out and emergency charges
⚠ To be confirmed by the owner. We tell every customer the applicable rate on the phone before anyone is dispatched, and this section should set out the standard call-out charge, the out-of-hours rate, and the minimum charge period.
6. Access and site conditions
You agree to give us safe and reasonable access to the property and to the areas we need to work in. Where access is restricted — narrow lanes, no parking, upper-floor properties without a lift — please tell us in advance, because it affects both the time required and the price. If we cannot gain access at an agreed appointment we may charge for the wasted visit.
Please move or protect valuable and fragile items before we arrive. We take reasonable care, use dust sheets and clear up after ourselves, but we cannot be responsible for items that should have been moved.
7. Guarantee
⚠ To be confirmed by the owner — state the workmanship guarantee period here.
Manufacturer warranties on appliances and materials are provided by the manufacturer and are typically conditional on annual servicing by a suitably registered engineer. We register warranties on your behalf where the manufacturer requires it and give you the paperwork.
8. Cancellation and your right to cancel
Where you are a consumer and the contract was agreed away from our business premises — which covers most work agreed at your home — you have a statutory right to cancel within 14 days under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
If you ask us to start work within that 14-day period, you may be charged for work carried out up to the point of cancellation. For emergency work we will always ask you to confirm that you want us to start immediately.
9. Liability
We are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or failing to use reasonable care and skill. We are not responsible for pre-existing defects we did not cause, or for loss that was not foreseeable.
Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be limited. Your statutory rights under the Consumer Rights Act 2015 are not affected.
10. Complaints
If something is not right, tell us through the contact form and mark it urgent. We will acknowledge within 3 working days and aim to resolve matters within 14 days. We would far rather fix a problem than have you live with it.
11. Governing law
These terms are governed by the law of England and Wales, and disputes fall to the courts of England and Wales.