Terms & Conditions

These terms govern any work carried out by On-Tap Plumbing & Heating ("we", "us") for you ("the customer"). By instructing us to carry out work, you agree to these terms. If anything here is unclear, ask before the work starts.

All written quotes are valid for 30 days from the date issued and are based on the information available at the time of survey. If significant additional work is uncovered once the job starts (e.g. concealed pipework defects, asbestos, fundamental incompatibility), we'll stop work, explain clearly and provide a revised quote before continuing. You will never be charged more than the written quote without your prior written agreement.

Confirmed appointments will be attended on the agreed date and time. If we are delayed (traffic, prior emergency) we will contact you as early as possible. If you need to cancel or reschedule, please give us at least 24 hours' notice where possible. No cancellation fee applies for standard appointments cancelled with reasonable notice.

• No deposit is required for standard installations under £5,000.
• For larger projects (e.g. full bathroom refits), a staged payment schedule will be agreed in writing in advance.
• Payment is due on completion of the work, by bank transfer, card or cash.
• Invoices not settled within 14 days may incur interest at the applicable statutory rate.

Every job we complete carries a 12-month On-Tap workmanship guarantee from the date of completion. If our workmanship causes a fault within that period, we will return and rectify it at no charge. The guarantee covers our labour; manufacturer warranties on parts (e.g. boilers) are issued by and remain the responsibility of the manufacturer.

The guarantee does not cover damage caused by misuse, third-party intervention, lack of statutory annual servicing, foreign objects in the system, or pre-existing system defects we identified and quoted to address but which you chose to defer.

Most boiler manufacturer warranties require an annual gas safety service to remain valid. Failure to have your boiler serviced annually may void the manufacturer warranty — this is the manufacturer's policy, not ours. We offer annual service reminders to help you avoid this.

You agree to provide safe and reasonable access to the property and to the work area. Where work involves removing personal items, fixtures or floor coverings, please notify us in advance. We are not responsible for damage to items that should have been moved or notified before work commenced.

Our liability is limited to the value of the work invoiced, save where liability cannot be limited by law (including for death or personal injury caused by negligence, or fraud).

If you are unhappy with any aspect of our work, please tell us first — we resolve almost every concern by return. Where a complaint cannot be resolved directly, you may refer the matter to the Gas Safe Register or your local Citizens Advice. These terms are governed by the laws of England & Wales.

We may update these terms from time to time. The version that applies to your job is the one in effect on the date your quote was accepted.