SUNRISE PLUMBING AND HEATING

Terms of Business – Sunrise Plumbing and Heating

1. Quotation

2. Written Quotation

• Labour and materials
• Any additional costs or expenses
• VAT (where applicable)

• All works will cease.
• You must pay, in full, for all works completed to date, in accordance with the original quotation.

3. Client Obligations

• Measurements: If you are responsible for providing measurements for any materials/products, you will bear the cost of replacement if those measurements are incorrect.
• Supply of materials: If you provide your own materials/products, you will bear the cost of replacement if they are faulty or unsuitable.
• Hazards: Inform us of any known or suspected hazards on-site before work commences.
• Access & Permissions: Ensure we have access to the premises and that all necessary permissions, licences, and consents are in place before work starts.
• Storage: If materials or equipment are left on-site with your permission, you are responsible for their safe and secure storage. You will be liable for any damage or loss.
• Making Good: Unless explicitly included in our quotation, you are responsible for any redecoration or improvement works required following completion (e.g. plastering, painting, tiling).
• Please refer to our Abuse & Work environment policy below 

4. Supplier Obligations

• Complete the works with due care, skill, and diligence.
• Finish the works within a reasonable timeframe.
• Comply with all relevant laws and regulations.
• Supply high-quality materials/products (where provided by us) and replace any that are faulty or substandard.
• Take care of your property.
• Provide qualified team members to undertake the work. Unless agreed otherwise, personnel may differ from those who provided your estimate/quotation.
• Maintain valid and current Public Liability Insurance and, where relevant, Employers Liability Insurance.

5. Materials and Products

• Retake, sell, or dispose of any goods not paid for in full.
• Seek a court injunction to prevent you from selling or transferring said goods.

When you supply your own materials:

• You are responsible for ensuring all items are on-site and undamaged.
• Delays caused by missing or damaged items will incur a charge of £250 per day.
• We are not responsible for materials not supplied by us. Any call-outs relating to such items will be chargeable.
• Any faulty third-party items requiring removal or refitting will be invoiced accordingly.
• If goods must be returned, we reserve the right to reschedule the job at our convenience. Any completed work will still be invoiced.

6. Force Majeure

• Acts of God
• Fire
• Government actions
• Material or supply shortages
• Industrial disputes or strikes
• Any other unforeseen circumstances

7. Payments

• Invoices must be paid in full upon the day of completion and receipt.
• Late payments will incur interest at 3% above the Bank of England base rate.
• We reserve the right to claim reasonable compensation for debt recovery costs as allowed under applicable law.

8. Complaints

1. Inspect the work upon completion and raise any concerns promptly.
2. Submit your complaint as soon as possible after the works are completed.
3. We aim to respond within 5 working days of receiving your complaint.
4. If necessary, we will arrange a visit to inspect and/or resolve the issue within 28 days.

9. Acceptance of Work and Instruction to Commence

• During system upgrades, older parts or valves may fail or leak due to factors such as increased pressure, draining down, or flushing of the system. While we will take every reasonable step to avoid such issues, we cannot guarantee this will not occur.
• We are not responsible for the failure of any existing parts, fittings, or pipework that we have not changed or altered.
• Where a faulty part/fitting/pipework is identified as leaking or failing, we will replace only that specific component. We are not liable for any additional failures in other parts following the repair. If further issues occur, we will provide a quote for the necessary repairs.
• If we replace an old, non-working boiler which could not be fully tested due to an intermittent fault, and the same issue continues after the new installation, we cannot be held responsible. In such cases, you will be liable for any additional investigation or remedial work required.
• The installation of new materials (e.g. boilers) may result in cosmetic damage to surrounding areas, such as walls, tiles, or décor. We are not responsible for any redecoration, tiling, plastering, or other making good.
• All estimates are subject to non-visible pipework, electrics, and components being in satisfactory condition. Any unforeseen issues identified during the work will be quoted separately.
• We do not remove debris from site as part of our service. You are responsible for disposal unless otherwise agreed.
• When fitting taps, showers, or other components to systems that run on heat-only (regular) boiler systems, we are not responsible for any existing or resulting low water pressure.
• Where parts are fitted but cannot be tested at the time of installation due to water or gas being shut off—whether for an emergency, a leak, or any other reason—we cannot be held liable for any unknown or unforeseen issues that may arise, including low pressure or the unsatisfactory performance of newly installed parts.
• It remains the responsibility of the customer to ensure that the existing system is suitable and functioning to provide the necessary pressure and performance for new fittings.

10. Abuse & Work Environment Policy

Abuse Policy

• Any use of foul, aggressive, or threatening language, or any form of physical intimidation or assault, will result in our engineer(s) immediately leaving the premises.
• In such cases, we will not return, and you will remain liable for all work completed up to that point.
• Any materials ordered will be returned unless paid for in full. Any special-order items will be invoiced and payable.
• We reserve the right to report abusive incidents to the relevant authorities, and prosecution may follow.

Work Environment Policy

• Refrain from smoking in or near the work area while engineers are present.
• Secure pets or keep them out of the work area unless agreed otherwise.
• Maintain a calm and respectful atmosphere during the course of the works.

• All work completed to date will be payable in full.
• You may also be charged for lost time or rescheduling.