Terms & Conditions/Privacy Policy

Terms & Conditions – PipeRescue247

1. Parties, Definitions and Interpretation

In these terms and conditions (“these terms”):
• “Customer” means the person or company for whom the Works are carried out by PipeRescue247.
• “PipeRescue247” or “PR247” means PipeRescue247 and/or an authorised franchisee operating under licence from PipeRescue247 .
• “Contract” means the agreement between the Customer and PR247 to carry out the Works, of which these terms form part (including where these terms are attached to, or referenced in, a signed agreement).
• “Works” means the services and works described in PR247’s estimate and/or any work detail sheet, job card, or email issued by PR247, as may be varied in writing.

“In writing” includes email and any document executed on a handheld device; a signature captured on-screen counts as written signature. Words in the singular include the plural and vice-versa; words importing one gender include all genders, as context requires.

2. General

2.1 The Customer will be treated as an Account Customer or Non-Account Customer at PR247’s reasonable discretion.
2.2 All estimates, orders, instructions and work authorisations are governed by these terms. They override any terms of the Customer unless expressly agreed in writing by PR247.
2.3 The Customer acknowledges that it has not relied on any statements other than those expressly set out in the Contract or PR247’s estimate.
2.4 No change to the Contract is effective unless expressly agreed in writing. PR247 signing any Customer documentation does not vary these terms.
2.5 No person other than the parties has rights under the Contracts (Rights of Third Parties) Act 1999 to enforce these terms.

3. Price, Estimates and Variations

3.1 Unless PR247 supplies a written fixed estimate accepted by the Customer, all Works are charged per PR247’s standard Rate Card in force when the Works are carried out.
3.2 Any estimate may be withdrawn by PR247 at any time before unconditional acceptance and lapses after 28 days if not accepted.
3.3 Accepted estimates are firm fixed-price, unless stated otherwise and subject to:
3.3.1 Estimates rely on information provided by the Customer. If that information proves incorrect or insufficient, PR247 may adjust the price to reflect the revised scope.
3.3.2 If the cost to PR247 of relevant parts/materials, hire, or transport increases by more than 10% after the estimate date and before the Works start, PR247 may issue a revised estimate. The revised estimate applies unless the Customer cancels before work begins or within 48 hours of the revision (whichever is earlier).
3.4 Collection time/fees. For parts not held in van stock (and unless included within a fixed estimate), PR247 charges a fixed collection fee of £50 + VAT. If an item is unusually hard to source and significant time is needed to trace/collect it, PR247 will notify the Customer; that time will be charged per the Rate Card unless the Customer sources the item.
3.5 The Rate Card (half-hourly rates; 1-hour minimum, then charged in half-hour increments) is available and for inspection at PR247’s premises during normal hours.
3.6 Prices/estimates are exclusive of VAT, which is added where applicable.
3.7 Diagnostics. If the Works include diagnostics and a component is found faulty and replaced, the Customer is liable for the cost of that replacement even if a separate underlying fault contributed to the issue.
3.8 PR247 may apply a parts/materials mark-up (reflecting obtainable discounts) up to a maximum of 65% over PR247’s net cost.

4. Payment and Title

4.1 Non-Account Customers: Payment is due on completion of the Works.
4.2 Account Customers: PR247 aims to invoice within 14 days of completion; payment is due 30 days from invoice date (subject to clause 11).
4.3 Snagging: If Works complete subject to snagging, 95% of sums due are payable on completion. The Customer must provide prompt access for snagging. The remaining 5% is due when snagging is finished or, if access is not provided within 14 days, at the end of that period.
4.4 If the Customer is represented by a third party (e.g., managing agent/tenant/contractor) and the Customer fails to pay, that third party is liable, unless PR247 agrees otherwise in writing.
4.5 Late payment:
• Consumer Customers: interest accrues daily at 4% above Bank of England base rate, plus reasonable collection charges (minimum £40 + VAT for balances under £1,000; £75 + VAT for £1,000+).
• Commercial Customers: PR247 applies the Late Payment of Commercial Debts (Interest) Act 1998 (as amended).
4.6 PR247 may withhold any certificates/guarantees until full payment is received.
4.7 Title to parts/materials passes only when PR247 is paid in full.

5. The Works

Catalogues, images and adverts are for general guidance only and do not form part of the Contract unless expressly stated.

6. Commencement and Completion Dates

Dates/times for attendance and completion are estimates. PR247 will use reasonable endeavours to attend as agreed but accepts no liability for non-attendance or delays in attendance/material delivery. Time is not of the essence except as set out in clause 15.

Service area note: PR247 aims to reach every UK postcode within 2 hours for emergency call-outs, subject to engineer availability, access, road/transport conditions, and events beyond our control.

7. Consents, Access & Site Conditions

7.1 Unless PR247 agrees otherwise in writing, the Customer must obtain all permits/licences/consents needed for the Works and arrange any traffic controls required.
7.2 The Customer must provide a safe working environment. PR247 will not enter premises where the only occupant is a minor.
7.3 The Customer must provide power and a clean water supply free of charge.
7.4 Drainage works: The Customer should provide drain layouts if available. If layouts are unavailable and unidentified drains must be traced, or blockages occur in drains outside the specified scope, additional charges apply per the Rate Card.
7.5 Where access over third-party property is required, the Customer must obtain permission. The Customer indemnifies PR247 against third-party claims arising from PR247’s lawful presence, except where caused directly by PR247’s negligence. The Customer is liable for PR247’s loss/damage (including consequential loss) resulting from delay/failure to meet these obligations.
7.6 The Customer must remove fixtures/fittings from work areas before the Works begin. PR247 may remove items at the Customer’s expense and is not liable for damage except where caused by PR247’s negligence.

8. Frozen Pipes

PR247 is not liable for fractures discovered in frozen pipes or drains and does not guarantee clearance of blockages in frozen pipework.

9. Waste Removal

Unless otherwise agreed in writing, the Customer is responsible for removing waste materials from site.

10. Force Majeure

PR247 is not liable for delays or inability to perform due to events beyond its reasonable control (including strikes, lockouts, industrial disputes, adverse weather/“act of God”, or supply/transport failures). PR247 will use reasonable endeavours to perform once the event ends.

11. Inspection & Complaints

11.1 The Customer must inspect the Works as soon as reasonably possible after completion. If the Customer believes any part is non-compliant, it must give written notice with details within 7 days of inspection. Absent such notice, the Works are deemed complete and free from defects apparent on reasonable examination.
11.2 Upon notice, PR247 must be given access to inspect. If PR247 agrees there is a defect, it will make good at its own cost. If PR247 does not agree, the Customer may refer the matter to a relevant trade/accreditation body for mediation (see [website] for a list). If the Customer brings in a third-party contractor before PR247 has a reasonable chance to remedy or before the mediation route is exhausted, this is at the Customer’s cost and does not affect PR247’s right to payment.

12. Defects

12.1 Subject to clause 11 and the exclusions below, PR247 will repair or make good any defect in completed work appearing within 12 months of completion that arises from PR247’s breach of Contract, provided the defect is notified in writing within that period and PR247 (and its insurers) can inspect. This applies only to work carried out, completed, invoiced, and paid in full.
12.2 If PR247 attends to assess a claim and the issue is not due to PR247’s breach, attendance may be charged per the Rate Card.
12.3 PR247 may decline warranty work where the Customer cannot evidence PR247’s original work or has not paid in full.
12.4 Exclusions:
• Parts/materials are covered only by the manufacturer/supplier guarantees available; PR247 gives no additional guarantee.
• Systems/structures not installed by PR247.
• Issues known to the Customer but not disclosed prior to the Works.
• Misuse, wilful acts, or faulty workmanship by the Customer or persons under the Customer’s control (excluding PR247).
• Structural defects, including subsidence and effects thereof.
• Root ingress or other external forces damaging drainage.
• Roofing: where PR247 advises the overall roof condition is poor and the Works cover <20% of the roof area.
• Lock repairs to existing locks or fitting of customer-supplied locks.

13. PR247’s Liability

13.1 These terms set out PR247’s entire liability in respect of the Works, replacing all other warranties or conditions (express or implied) except those that cannot be excluded by law.
13.2 PR247’s liability is limited to:
• Making good under clause 12 (subject to clause 11).
• Liability for death or personal injury caused by PR247’s negligence.
• The reasonable costs of repair or reinstatement of the Customer’s property where loss/damage is caused by PR247’s negligence.
13.3 PR247 is not responsible for damage to any part of the property (whether worked on or not) where the damage is caused in whole or part by a pre-existing defect or weakness.

14. Customer’s Liability & Indemnities

14.1 In addition to clauses 7.5 and 15.1, the Customer is liable for:
• Any loss/damage/injury (including consequential) arising from failure or delay in performing the Customer’s contractual obligations.
• The safety and security of PR247’s plant/machinery on site and indemnifies PR247 against loss, theft or damage.
14.2 The Customer indemnifies PR247 against all claims, costs, and expenses arising from the Customer’s failure or delay in performing its obligations, undertakings, representations, or warranties.

15. Cancellation

15.1 If the Customer cancels the Contract without PR247’s agreement (other than under clause 3.3), the Customer shall indemnify PR247 for all loss, damage, claims and costs arising from the cancellation, without prejudice to PR247’s right to payment (clause 4) and the cancellation charges below.
15.2 Visits/Appointments: Cancelling 2 hours or less before the scheduled time incurs a £50 + VAT fee unless the engineer has already arrived, in which case one hour at the applicable rate is chargeable.
15.3 Cooling-off (planned, non-emergency Works only): Where PR247 has provided a written estimate accepted in writing and the contract price exceeds £1,000, the Customer may cancel within 14 days from acceptance by giving written notice (subject to clause 15.4 and provided the Works have not started with the Customer’s agreement).
15.4 Cancellation charges: Unless cancelled under clause 3.3, the Customer is liable for:
• 5% of any amount already paid that is being refunded (to contribute to card/bank charges); and
• An administration/demobilisation charge of £50 + VAT, or if greater: 5% of the estimate price if cancelled <14 days before the planned start, 10% if <7 days, and 20% if <2 days before the planned start.

16. Waiver and Variations

No failure or delay by PR247 to exercise any right is a waiver of it. No variation is effective unless in writing and signed/confirmed by PR247.

This Privacy Policy explains how PipeRescue247 (“PR247”, “we”, “us” or “our”) collects, uses, and protects your personal information when you use our services, website, or communicate with us. We are committed to respecting your privacy and complying with the UK General Data Protection Regulation (GDPR), the Data Protection Act 2018, and other relevant UK laws.

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1. Who We Are

PipeRescue247 is a nationwide emergency plumbing and drainage service provider. We operate across the UK and guarantee call-outs to every postcode within 2 hours.
• Data Controller: PipeRescue247
• Contact: support@piperescue247.co.uk

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2. Information We Collect

We may collect the following information when you contact us, request services, or use our website:
• Contact details: name, phone number, email address, postal address.
• Service details: information about your property and plumbing/drainage requirements.
• Payment information: billing address and card details (processed securely via third-party providers).
• Account information: if you are an account customer (company/landlord).
• Communications: emails, phone call notes, or online form submissions.
• Website usage data: IP address, browser type, and how you use our website (via cookies/analytics).

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3. How We Use Your Information

We use your personal information to:
• Provide and manage plumbing/drainage services.
• Process payments and invoices.
• Respond to enquiries and customer support requests.
• Send booking confirmations, updates, and service notifications.
• Meet legal and regulatory obligations.
• Improve our services, website, and customer experience.
• (With consent) send occasional marketing or service updates.

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4. Sharing Your Information

We do not sell your personal data. We may share your data with:
• Engineers and contractors carrying out the work.
• Payment processors for secure transactions.
• IT service providers (website hosting, email, scheduling).
• Regulatory bodies or insurers where legally required.
• Franchise partners where the service is delivered by a PR247 licensed operator.

All partners are required to keep your information secure and only use it for the agreed purpose.

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5. Data Retention

We keep personal data only as long as necessary:
• Service and invoicing records: up to 6 years (for tax/legal compliance).
• Customer communications: up to 3 years unless longer retention is needed for legal reasons.
• Marketing data: until you unsubscribe or withdraw consent.

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6. Security

We take appropriate measures to protect personal information, including encryption, secure storage, and limited access controls. However, no system is completely secure and we cannot guarantee 100% security of data transmitted electronically.

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7. Your Rights

Under UK GDPR, you have the right to:
• Access the personal data we hold about you.
• Request correction of inaccurate information.
• Request erasure of your data (subject to legal obligations).
• Restrict or object to certain data processing.
• Request transfer of your data to another provider.
• Withdraw consent where processing is based on consent (e.g., marketing).

To exercise these rights, please contact us at [Insert Email Address].

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8. Cookies & Website Tracking

Our website uses cookies and analytics to improve user experience and understand how visitors interact with our site. You can control cookie settings in your browser.

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9. Third-Party Links

Our website may include links to third-party websites. We are not responsible for the privacy practices of those sites.

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10. Updates to This Policy

We may update this Privacy Policy from time to time. The latest version will always be available on our website [Insert Website URL].

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11. Contact Us

If you have any questions or complaints about this Privacy Policy or how we handle your data, please contact:

PipeRescue247
📧 Email: Support@piperescue247.co.uk
📞 Phone: 0800 009 6339

If you are not satisfied with our response, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO) at www.ico.org.uk.