Terms & conditions of service

IMPORTANT: Please read these Terms and Conditions carefully before booking any service. By booking a service with GEM Environmental Building Services Ltd, you agree to be bound by these terms. If you do not agree, please do not proceed with a booking.

1.  DEFINITIONS AND INTERPRETATION

In these Terms and Conditions, the following definitions apply:

1.1  "Company" means GEM Environmental Building Services Ltd, a company registered in England and Wales (Company Registration No. 03893436), whose registered office is at 130 Shaftesbury Avenue, 2nd Floor, London, United Kingdom, W1D 5EU.

1.2  "Customer" means the domestic or commercial client who books or requests Services from the Company, whether in person, by telephone, online, or in writing.

1.3  "Domestic Customer" means any individual booking Services for a residential property for purposes unrelated to trade or business.

1.4  "Commercial Customer" means any business, company, landlord, property manager, or organisation booking Services in connection with a trade, business, or profession.

1.5  "Engineer" means the qualified tradesperson appointed by the Company to carry out the Services.

1.6  "Services" means any plumbing, heating, drainage, electrical, reactive maintenance, or related services provided by the Company.

1.7  "Charges" means the fees payable by the Customer for the Services, including labour, materials, and any additional costs as set out in these Terms.

1.8  "Materials" means any parts, components, or supplies required to carry out the Services.

2.  BOOKING AND AGREEMENT

2.1  A binding contract between the Company and the Customer is formed when the Customer confirms a booking (by telephone, online, or in writing) and the Company accepts that booking.

2.2  At the time of booking, the Customer will be advised of the applicable hourly rate for the trade(s) required and the first hour's charge plus VAT, which is payable upfront by card over the telephone before the Engineer attends.

2.3  The first hour's charge is non-refundable once the Engineer has attended the property, except in the circumstances set out in Clause 11.

2.4  The Company will confirm whether the appointment will be a morning slot (8am–1pm) or afternoon slot (1pm–6pm), or, in the case of an emergency, will aim to attend within one hour of the booking call.

2.5  The Customer must ensure that an authorised adult (aged 18 or over) is present at the property for the duration of the Engineer's visit and is available to make payment on completion of the works.

2.6  If the Customer is not on site at the time of completion, they must be available to make payment over the telephone immediately upon the Engineer's request.

3.  CHARGES, LABOUR, AND MATERIALS

3.1  All charges are quoted exclusive of VAT unless otherwise stated. VAT will be charged at the prevailing rate (currently 20%) and will be shown separately on the invoice.

3.2  Labour is charged at the agreed hourly rate for the relevant trade. After the first hour, time is charged in 15-minute increments at the same hourly rate. The Customer will only be charged for the actual time spent on the job.

3.3  All Materials supplied by the Company are charged at cost price plus a 25% markup. VAT at 20% is then applied to the total materials charge (cost price + markup). The Customer will be advised of the estimated materials cost before any parts are ordered or collected.

3.4  Where possible, the Engineer will source Materials locally. Travel time to collect parts is capped at 45 minutes, which will be charged to the Customer. If the Engineer anticipates the collection will exceed 45 minutes, the Customer will be notified before the Engineer departs, and only 45 minutes will be charged.

3.5  If the Engineer is delayed en route to collect parts and the journey exceeds 45 minutes, the Customer will be notified by telephone. Any time beyond 45 minutes will not be charged.

3.6  The Company reserves the right to charge for any additional time, materials, or work required as a result of unforeseen circumstances discovered once works have commenced, provided the Customer is notified and agrees before such additional works proceed.

3.7  A detailed invoice itemising all labour time, materials, and additional charges will be provided to the Customer on completion of the works.

4.  PARKING AND ACCESS CHARGES

4.1  The Customer is requested at the time of booking to arrange suitable on-site parking or to provide a valid parking permit for the Engineer for the duration of the visit.

4.2  Where on-site parking is not available and the Engineer is required to use a paid parking facility, the reasonable cost of parking will be added to the Customer's invoice as a disbursement. This charge will reflect the actual cost incurred and will be supported by a receipt.

4.3  Any Congestion Charge, ULEZ charge, or similar road-user charge incurred in attending the Customer's property will be added to the invoice at cost.

4.4  The Customer is responsible for ensuring safe and adequate access to the property and all relevant areas required for the Engineer to carry out the Services.

5.  PAYMENT TERMS

5.1  The first hour's charge plus VAT for the relevant trade is required by card payment over the telephone at the time of booking, prior to the Engineer's attendance.

5.2  The balance of all remaining Charges — including additional labour time, materials, parking, and any other costs — is due and payable in full on completion of the works, before the Engineer leaves the property.

5.3  Payment may be made by debit card, credit card, or bank transfer. Cash payments are accepted at the Company's discretion. Cheques are not accepted.

5.4  Where the Customer is not on site, payment of the outstanding balance must be made over the telephone immediately upon the Engineer's request at the conclusion of the works.

5.5  If payment is not received in full on completion, the Company reserves the right to charge interest on the outstanding amount at 8% per annum above the Bank of England base rate, pursuant to the Late Payment of Commercial Debts (Interest) Act 1998.

5.6  The Company reserves the right to pursue recovery of any unpaid amounts through the courts and to recover reasonable costs of doing so from the Customer.

5.7  For Commercial Customers with agreed credit accounts, payment terms will be as set out in the relevant account agreement, typically 30 days from invoice date unless otherwise agreed in writing.

6.  ESTIMATES AND QUOTATIONS

6.1  Any estimate provided prior to works commencing is indicative only and not a fixed quotation. Final charges may vary depending on the actual time taken, materials required, and any unforeseen complications.

6.2  Where a fixed quotation is provided in writing and signed by both parties, that quotation shall be binding subject to the terms of Clause 6.3.

6.3  Fixed quotations are subject to variation where unforeseen works are required, where access conditions differ materially from those described at the time of quotation, or where the scope of works changes at the Customer's request.

6.4  The Engineer will always seek to advise the Customer of any cost changes before proceeding with additional works.

7.  RECOMMENDATIONS AND FURTHER WORKS

7.1  Following each visit, the Engineer will note any further works recommended on the invoice or job report. These recommendations are provided in good faith based on observations made during the visit.

7.2  Recommendations do not constitute a guarantee that the issues noted will cause immediate failure or damage. The Customer is free to obtain further advice before proceeding with any recommended works.

7.3  The Company accepts no liability for damage or loss arising from the Customer's decision not to proceed with recommended works.

8.  PARTS, MATERIALS, AND RETURN VISITS

8.1  Where parts are not available at the time of the first visit, the Engineer will order the required parts on the same day where possible and will notify the Customer of the expected delivery date.

8.2  The Company will use reasonable endeavours to source parts promptly but accepts no liability for manufacturer or supplier delays beyond its control.

8.3  If a return visit is required to complete the works, a new first-hour charge will apply to the return visit unless otherwise agreed in writing at the time of the original booking.

8.4  The Customer will be notified of any difficulty in sourcing parts as soon as reasonably practicable, and the Company will work with the Customer to find an alternative solution where possible.

9.  LIABILITY AND INSURANCE

9.1  The Company holds valid public liability insurance. Details are available on request.

9.2  The Company's liability to a Domestic Customer for any loss or damage arising from the Services shall not exceed the total Charges paid for the specific job giving rise to the claim, except where the loss results from death or personal injury caused by the Company's negligence, in which case liability is not limited.

9.3  The Company's liability to a Commercial Customer is limited to the total Charges paid in the three months preceding the event giving rise to the claim. The Company shall not be liable to any Commercial Customer for any indirect, consequential, or economic loss.

9.4  The Company accepts no liability for pre-existing defects, concealed defects, or damage arising from works carried out by third parties prior to the Company's attendance.

9.5  The Customer is responsible for ensuring the property is safe for the Engineer to work in and that all relevant information about the property's systems is disclosed prior to works commencing.

9.6  Nothing in these Terms limits or excludes liability that cannot be limited or excluded by law.

10.  REGULATORY COMPLIANCE

10.1  All gas works are carried out by Gas Safe registered engineers only. The Company's Gas Safe registration details are available on request and will be provided on relevant certificates.

10.2  All electrical works are carried out by suitably qualified and registered electricians in accordance with Part P of the Building Regulations and current IET Wiring Regulations.

10.3  Landlord Gas Safety Certificates (CP12), Electrical Installation Condition Reports (EICR), and other compliance certificates will be issued following the relevant inspection and works, in accordance with current legislation.

10.4  The Customer is responsible for ensuring that all necessary consents, permissions, and access arrangements are in place prior to the Engineer's attendance.

10.5  Waste materials removed from site will be disposed of in accordance with applicable waste carrier legislation. Where specific waste disposal is required, this will be agreed in advance and charged accordingly.

11.  CANCELLATION AND RESCHEDULING

11.1  Domestic Customers have the right to cancel a booking without charge within 14 days of making the booking, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, provided the Engineer has not yet attended the property.

11.2  Where the Customer has expressly requested that works commence within the 14-day cancellation period and works have commenced, the right to a full refund is lost. The Customer will be charged for any works completed and materials ordered.

11.3  If the Customer cancels or reschedules less than 24 hours before the booked appointment without a valid reason, the Company reserves the right to retain the first hour's charge as a cancellation fee.

11.4  Commercial Customers may cancel or reschedule a booking with a minimum of 24 hours' notice without charge. Cancellations within 24 hours will result in the first hour's charge being retained.

11.5  The Company reserves the right to cancel or reschedule a booking due to engineer availability, emergency circumstances, or events outside its reasonable control. In such cases, the Customer will be given as much notice as reasonably practicable and any upfront payment will be refunded in full.

12.  COMPLAINTS PROCEDURE

12.1  The Company is committed to delivering a high standard of service. If the Customer is not satisfied with the Services provided, they should raise their complaint in the first instance by contacting the Company by telephone or email within 14 days of the works being completed.

12.2  The Company will acknowledge all complaints within 3 working days and will aim to resolve the matter within 14 working days of receipt.

12.3  If the matter cannot be resolved directly, the Customer may refer the dispute to an appropriate Alternative Dispute Resolution (ADR) scheme. Details will be provided on request.

12.4  Raising a complaint does not affect the Customer's obligation to pay undisputed Charges when due.

13.  DATA PROTECTION

13.1  The Company processes personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

13.2  Personal data collected during the booking and delivery of Services (including name, address, contact details, and payment information) will be used solely for the purposes of providing the Services, processing payment, and managing the Customer relationship.

13.3  The Company will not sell or share personal data with third parties for marketing purposes without the Customer's prior consent.

13.4  The Customer has the right to request access to, correction of, or deletion of their personal data. Requests should be directed to the Company in writing.

13.5  Full details of the Company's data handling practices are set out in the Company's Privacy Policy, available on request.

14.  PHOTOGRAPHS AND DOCUMENTATION

14.1  The Engineer may take photographs of the works before, during, and after completion. These photographs form part of the job record and may be used for quality assurance, dispute resolution, and training purposes.

14.2  Photographs will not be shared publicly or used in marketing materials without the Customer's prior consent.

14.3  A copy of the job report and invoice will be provided to the Customer on completion. The Company will retain records of all works carried out for a minimum of six years.

15.  GENERAL

15.1  These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the Services and supersede all prior representations and agreements.

15.2  No variation to these Terms shall be valid unless agreed in writing by the Company.

15.3  If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

15.4  These Terms and Conditions are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

15.5  The Company reserves the right to update these Terms and Conditions from time to time. The version in force at the time of booking will apply to that booking.

ACCEPTANCE OF TERMS

By confirming a booking with GEM Environmental Building Services Ltd — whether by telephone, email, or any other means — the Customer confirms that they have been made aware of, and agree to be bound by, these Terms and Conditions of Service. No physical signature is required for these Terms to be legally binding.

The Customer's agreement to proceed with the booking, and in particular the card payment taken over the telephone at the time of booking, constitutes acceptance of these Terms and Conditions in their entirety.

A copy of these Terms and Conditions will be provided to the Customer at the time of booking by email, text message, or post upon request. The Terms and Conditions are also available at any time upon request by contacting the Company directly.

If the Customer does not agree to these Terms and Conditions, they should not proceed with a booking.

GEM Environmental Building Services Ltd  |  Company Reg: 03893436  |  Registered in England & Wales