Terms and conditions

1. About these terms

These terms apply to work carried out by Pentaburgh Plumbing & Heating (Pentaburgh Group Ltd) and to your use of this website. By asking us to carry out work, you agree to them.

2. Quotes and estimates

An estimate given before a visit is based on the information you provide. Once the work has been inspected we will confirm what is involved and what it will cost before work begins.

Where a fault turns out to be different from what was described, or additional work is found once pipework, panels or tiling are opened up, we will tell you before continuing and agree the change with you.

3. Access and site conditions

You agree to provide safe access to the property and to the areas the work affects, along with water and electricity supplies where needed.

Please clear personal items from the working area where you can. We protect floors and surfaces as a matter of course, but we cannot be responsible for items left in the way of the work.

4. Gas work

All gas work is carried out by a Gas Safe registered engineer. Where we identify a gas appliance or installation as unsafe, we are required to act on that, which may include disconnecting the appliance with your permission.

5. Guarantees

All workmanship is guaranteed for 12 months from completion.

New boilers installed by us carry the manufacturer's guarantee, 10 years as standard on Worcester Bosch and Vaillant boilers, and up to 12 years depending on the model installed. Manufacturer guarantees are subject to the manufacturer's own terms, including registration and annual servicing.

Guarantees do not cover faults caused by misuse, third-party alterations, freezing, system contamination introduced after our work, or normal wear of parts we did not supply.

6. Existing systems and older properties

Where we work on existing pipework, radiators, tanks or fittings, we take care to avoid damage. On older systems, components can fail when disturbed despite careful work. We will always tell you if we find something in that condition before proceeding.

7. Payment

Payment terms for your job will be confirmed with your quote before the work begins. Any deposit, staged payment or final balance will be set out in that confirmation.

8. Cancellations

Please give us as much notice as possible if you need to cancel or move a booked appointment. Where materials have already been ordered specifically for your job, we may ask you to cover those costs.

Where you are a consumer and the contract was agreed away from our premises, you may have a statutory right to cancel within 14 days. If you ask us to start work within that period and then cancel, we may charge for the work already carried out.

9. Liability

We hold public liability insurance up to £2 million. Nothing in these terms limits our liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited by law.

We are not liable for indirect or consequential losses, or for pre-existing defects in the property that were not part of the work we were asked to carry out.

10. Availability

We take reactive and emergency call-outs and are happy to take your call outside standard hours, but we do not operate a guaranteed 24-hour service. Standard hours are Monday to Thursday 8am–4:30pm and Friday 8am–1:30pm.

11. Website content

The content on this website is provided for information only and does not constitute a fixed quotation. Text, images and branding on this site belong to us and may not be reproduced without permission.

12. Complaints and governing law

If something isn't right, contact us on 07788 373160 or info@pentaburgh.co.uk and we will put it right where it falls within our guarantee. These terms are governed by the law of Scotland.