Terms and Conditions
Our Emergency Tradesman can normally arrive at your property within 85 minutes from paying your deposit online and submitting your booking form or over the phone when making a telephone booking and payment.
There is no guarentee of arrival times, but the tradesman will get to you as soon as they can. There is a one hr minimum charge for all appointments.
Our average arrival time is 85 minutes day or night, 365 days a year.
Domestic Customers – Any deposit paid represents half of the hourly rate stated, please click the 1st pay now button on the next page after submitting your booking form or when making a telephone booking and payment.
If the person booking the appointment is not in attendance then the deposit is an hr upfront, click below.
Business Customers including landlords, hotels, letting agencies are required to pay an hour upfront – please click the 2nd pay now button on the next page after submitting your booking form or stipulate you are a landlord or business when making a telephone booking and payment.
All balances to be paid at the end of attendance on the day. NO EXCEPTIONS.
Parts are not included in the hourly rate and will be added if required.
Balances including parts will be required to be paid in 2 parts if the tradesman in attendance adheres to our attendance terms, our required balance as notified and part balance which can be paid to the tradesman directly, normally cash, card or bank transfer, no cheques but the tradesman will let you know his preference and there may be VAT or travel expenses if in a remote area, added to the bill.
For the tradesman to be paid directly he must adhere to our attendance procedures, if he does not, ALL balances due under the booking MUST be paid directly to us and then the tradesman invoice us, if you still pay him after notification, All monies due if requested will be due to us automatically under these terms whether you paid the tradesman or not and substantial charges may accrue.
Balances will be taken automatically if you paid by card over the phone by held card details.
When booking online please make sure that you confirm that you have completed your booking form and made your deposit payment by texting or calling the booking mobile number.
Any rescheduling or postponements of appointments, the times will reset as if it is a fresh booking, no refunds will be made on a resheduled booking.
There is no cancellations or refunds, the deposit is non refundable, 1hr minimum charge, there is no cancellation policy.
In some instances attendance may take up to 6 hours or longer ie weather conditions, heavy traffic, countryside and remote areas, delay in deposit authorisation, busy periods and vehicle breakdown and any incorrect address information received on the booking form.
Before you make your deposit payment, please make sure that your details are correct including post code, mobile number etc and your address spelt correctly and that you have read and understood these terms and conditions. Any misinformation on the booking form leading to a delay in the tradesman trying to locate your property will result in a variation of your maintenance start time.
There is a 1 hour minimum charge per tradesman, per attendance.
The hourly rate starts as soon as the tradesman arrives on site and makes contact.
If the tradesman knows what parts are required and he has not them onboard then hourly rate starts as soon as the tradesman arrives at the merchants to get your parts before attending your property, receipt provided.
Any part of any hour is charged as a FULL hour. £148. Bank Holidays Seasons will vary.
There is no cancellation refunds for this initial booking, reattendances or rebookings – The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 “urgent repairs” under section 28 (e) of the 2013 No 3134 consumer protection ‘Limits of application: circumstances excluding cancellation’ you understand that if you cancel our same-day service, you will not be entitled to a refund for the deposit paid under this Act. The reason for this is that the service we provide begins immediately from the moment the deposit payment received. 2 hr minimum charge for commercial premises and Blocked drains.
The hourly rate continues if the tradesman has to leave site (your property) to go and get any parts required to rectify your job.
If the Tradesman who is booked informs us or the customer that he has not the parts or materials to complete the job if the merchants are closed, then he will rebook the attendance automatically for when the merchants are open.
The rate booked is the rate charged, your bookings are with us directly and at our rates and not with any tradesman sent. We are not a tradesman finding service and any monies due will be collected.
Any jobs that requires the tradesman to return at a later date or needs to order parts to fix your maintence problem will continue at our rate until the initial problem stated on your booking form is completed by us, if you source an alternative to complete our initial works, for whatever reason, a further 1hr minimum charge is due .
Any jobs that requires parts to be rectified that the tradesman does not have on board for the job stated on your booking form, will continue at our rate until the initial problem stated on your booking form is complete, any reattendances arranged can not be cancelled and a further 1hr minimum charge is due.
Drains, Toilets and Sinks blockages are not covered by any guarentees or reattendances, especially drains which can be easily backed up if the problem is further down from your property.
The maximum a customer can pay a tradesman sent out on any of our jobs is £74hr + parts/materials and vat, apart from bank holiday seasons, as any balances due to us under the booking terms will be collected and due to us whether a customer has done a side deal with the rogue tradesman and is deemed that the customer has received discounted or otherwise, obtaining services by deception. On jobs that we suspect of fraud, we may take all of the payment and pay the tradesman, this is always at our discretion.
If the tradesman has to return the next day or at a later date with parts required to rectify the problem , if they were not available at the time of the initial attendance ie no stock, unique parts, merchants closed, then there is a one hour minimum charge per attendance and any future attendances are at the rate booked initially.
All bookings are made direct with us and not with any tradesman sent, all fees due to us will be liable to be paid to us.
Paid Invoices are sent out by email usually within 5 – 7 days.
Any jobs that requires the tradesman to return at a later date or needs to order parts to fix your maintence problem will continue at our rate until the initial problem stated on your booking form is completed.
If it is a commercial premises, the time starts when the tradesman arrives at the security gate, if app, so please inform them that a tradesman will be arriving, the time stops when he exits the security gate.
Any accidental damage to any property whilst the tradesman visits is solely down to the tradesman personally.
Any faults, leakages or malfunction happens on the part the tradesman fixed in your property must be reported witin 72 hours by email or by text to the booking number, otherwise you would have to pay for another attendance.
Any parts supplied by the customer and fitted by the tradesman is not subject to any guarentees or reattendances if the item worked for 48hrs and then develops a fault.
Any monies due to us will Automatically be taken off your supplied card.
By making a booking and deposit payment whether online or on the phone means that you accept ALL of these Terms and Conditions and agree to pay all monies owed and be accountable.
Please note there are a few unscrupulous tradesman out there, if we contact a tradesman who accepts a job and intentionally does not attend, then subsequently contacts you to attend then the deposit and any monies due regarding the booked attendance is still payable to us as he has fraudulently obtained your contact details in order to obtain stolen works they did not genarate themselves and the deposit and any due amounts must be deducted from his bill and any monies owed to us under your booking must be paid to us.
Any Tradesman who attends our job, who then lies to us to say that the job is finished but then arranges with the customer to continue to perform any tasks in that property whether or not it has to do with the original booking form, will be immediately removed from our database AND THE CUSTOMER IS LIABLE TO PAY US FOR ANY WORKS CARRIED OUT ON THE DAY OR ANY OTHER DAY, WHICH INCLUDES THE TRADESMAN GOING TO SOURCE PARTS TO FINISH A JOB OR INSTRUCTS A COLLEAGUE TO COMPLETE IT ON HIS BEHALF. NOT ONLY IS THE OWED AMOUNT AND TIME ACCRUED COSTS LIABLE, BUT IF NOT PAID WE WILL INSTIGATE LEGAL PROCEEDINGS AGAINST THE CUSTOMER FOR BREAKING OUR BOOKING TERMS, FRAUDULENT BEHAVIOUR AND WILL PASS THIS ON TO OUR DEBT COLLECTORS WHO MAY ADD SIGNIFICANT CHARGES TO YOUR OUTSTANDING BILL FOR AN ATTENDANCE TO INVESTIGATE THE UNSCRUPULOUS INCIDENT.