Please read these terms carefully before instructing us to carry out work
Last updated: May 2025
These Terms and Conditions govern the provision of plumbing and heating services by:
24/7 Emergency Plumbing MidlothianReferred to in these Terms as "the Company", "we", "us" or "our". The customer instructing us to carry out work is referred to as "you" or "the Customer".
We provide residential and commercial plumbing, heating and drainage services including but not limited to:
All gas work is carried out by Gas Safe registered engineers (registration details available on request). Our engineers hold all relevant trade qualifications and certifications required to carry out the work offered.
Services are provided primarily in Midlothian and surrounding areas of Scotland, including Dalkeith, Bonnyrigg, Loanhead, Musselburgh, Edinburgh, Penicuik, Haddington and Dunbar. We reserve the right to decline to carry out work outside our standard service area.
Where we provide a written fixed price quotation, that price is binding and will not change, provided that:
Where we provide an estimate rather than a fixed price quote, this is an approximation only and the final price may differ. We will notify you if the work is likely to exceed the estimate by more than 10% before proceeding further.
For emergency call-out work, we will provide a verbal or written price on arrival after assessing the situation, before commencing any chargeable work. Call-out charges may apply for emergency attendance, particularly outside standard working hours. Any call-out charge will be communicated to you clearly before it is incurred.
If, during the course of carrying out agreed work, we discover unforeseen issues (such as corroded pipework, hidden damage, or non-compliant existing installations) that are necessary to address, we will pause work and notify you before proceeding. Any additional cost will be agreed with you in writing or verbally (confirmed in writing) before any additional work is carried out.
All prices quoted are inclusive of VAT at the prevailing rate unless explicitly stated otherwise. A VAT receipt/invoice can be provided on request.
Unless otherwise agreed in writing, payment in full is due on completion of the work. We accept cash, bank transfer (BACS), and most major debit and credit cards.
For larger installation projects (typically boiler installations or bathroom/kitchen refits), we may require a deposit of up to 50% upon acceptance of the quotation, with the balance due on practical completion. Staged payment terms will be set out in the written quotation.
If payment is not received within 14 days of the due date, we reserve the right to charge interest at 8% above the Bank of England base rate per annum under the Late Payment of Commercial Debts (Interest) Act 1998, where applicable. For consumer contracts, we will pursue overdue amounts through reasonable means including debt recovery.
All materials, components and equipment supplied by us remain our property until payment in full has been received. We reserve the right to remove materials from site in the event of non-payment.
To enable us to carry out work efficiently and safely, you agree to:
We provide a 12-month warranty on all labour carried out by our engineers, starting from the date of completion of the work. If a fault attributable to our workmanship arises within this period, we will return to rectify the fault free of charge.
The labour warranty does not cover:
Parts and materials we supply are subject to the manufacturer's warranty. Where a part fails within the manufacturer's warranty period, we will assist you in making a warranty claim with the manufacturer. Our labour to replace a warranted part may be charged at our standard rate unless the part failure was caused by faulty installation on our part.
Where we install a new boiler, the manufacturer's warranty (typically 5–10 years depending on model and registration) is provided directly by the boiler manufacturer. We will complete all necessary registration on your behalf. Annual servicing by a Gas Safe registered engineer may be a condition of the manufacturer's warranty — we recommend booking an annual boiler service to maintain warranty validity.
We carry public liability insurance. In the event that our negligence causes damage to your property, we will work with our insurers to address valid claims. You should report any damage to us within 48 hours of discovery.
Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited under Scottish or UK law.
Subject to the above, our total liability to you for any losses arising from a contract for services shall not exceed the total value of the charges paid by you for the specific work giving rise to the claim.
We are not liable for any indirect or consequential loss, including loss of income, loss of profits, loss of enjoyment or any other indirect loss, whether arising in contract, tort (including negligence) or otherwise.
We are not liable for any damage to pre-existing plumbing, heating or electrical infrastructure that is already in a deteriorated, corroded or non-compliant state and that could not reasonably have been identified before commencing work.
If you need to cancel or reschedule a booked appointment, please give us as much notice as possible. We ask for a minimum of 24 hours notice for non-emergency appointments. We reserve the right to charge a reasonable fee for late cancellations (less than 4 hours notice) where an engineer has already been deployed.
We will give you reasonable notice if we need to reschedule an appointment. In the event of genuine emergencies, availability of specialist parts, or circumstances beyond our control, scheduling may need to be adjusted.
We take all complaints seriously and aim to resolve issues promptly. If you are dissatisfied with any aspect of our service:
We process your personal data in accordance with our Privacy Policy and applicable data protection law including UK GDPR and the Data Protection Act 2018.
We shall not be in breach of these Terms or liable for delay in performing or failure to perform any of our obligations if such delay or failure results from circumstances beyond our reasonable control, including but not limited to extreme weather, acts of God, pandemic, national emergency, failure of utility services, or shortage of materials.
These Terms and Conditions are governed by the laws of Scotland. Any dispute arising from or in connection with these Terms, or the services we provide, shall be subject to the exclusive jurisdiction of the Scottish courts.
For consumer disputes, nothing in this clause affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or other applicable UK consumer protection legislation.
These Terms, together with any written quotation or service agreement, constitute the entire agreement between us and supersede all previous agreements, representations and understandings relating to the services provided. These Terms may only be varied by written agreement signed by an authorised representative of the Company.
If you have any questions about these Terms and Conditions, please contact us:
24/7 Emergency Plumbing Midlothian