Please read these terms carefully before booking or using any of our plumbing services.
In these Terms, the following definitions apply:
All Quotes provided by Pekorius Limited are valid for 30 days from the date of issue, unless otherwise stated in writing. Quotes are based on information provided by the Customer at the time of enquiry. If, upon inspection, the scope of work is found to differ materially from that described, we reserve the right to revise the Quote accordingly and will notify the Customer before proceeding.
Where it is not possible to provide a fixed Quote in advance (for example, for emergency callouts where the fault has not yet been identified), we will provide our applicable labour rate and an estimate of likely costs. The Customer will be informed of any significant variation before additional work is undertaken.
All prices quoted include VAT at the prevailing UK rate unless otherwise stated. Pekorius Limited is registered for VAT with HMRC; VAT invoices are available on request.
A Booking is confirmed when Pekorius Limited has acknowledged the appointment by telephone, email, or written confirmation. For non-emergency work, we will provide you with a date and estimated arrival window. We endeavour to meet all scheduled appointments; however, emergency situations may occasionally affect our schedule. We will notify you as early as possible if we are unable to attend at the agreed time.
For emergency callouts, we aim to attend within 60 minutes of your call within the Newport area, though response times may vary depending on demand and location.
We understand that circumstances change, and we aim to treat all cancellations fairly. Our policy is as follows:
You are entitled to a full refund of any deposit or advance payment where work has not yet been started, provided you notify us by telephone or email before our engineer has attended your property and begun any element of the Service. "Work commenced" means the point at which our engineer has begun any physical activity on your plumbing or heating system.
To cancel and request a full refund:
Where work has begun, you will be liable for the cost of labour and materials used up to the point of cancellation, plus any applicable call-out fee. We will provide you with an itemised account of costs incurred. Any balance of advance payment beyond those costs will be refunded promptly.
For emergency callouts, a call-out fee may be charged once our engineer has attended your property, regardless of whether further repair work is carried out. This fee will be communicated to you when you contact us. Where an emergency callout results in no work being required (for example, a false alarm), this fee remains payable to cover travel and time costs.
In the unlikely event that we are required to cancel a Booking, we will notify you as soon as possible and offer the earliest available alternative appointment. Where a deposit has been paid and we are unable to reschedule within a reasonable period, a full refund will be issued without deduction.
If you are a consumer and we have entered into a contract for services, you may have a right to cancel within 14 days under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. However, if you have explicitly requested that work begin during this period, you may be charged for the proportion of services delivered up to the point of cancellation.
Payment is due on completion of the Service unless otherwise agreed in writing. We accept payment by cash, bank transfer, and major debit or credit cards. For larger projects (typically over £500), we may require a deposit of up to 30% prior to commencement of work; this will be confirmed in your written Quote.
Where payment is not received within 14 days of the invoice date, we reserve the right to charge interest at 8% per annum above the Bank of England base rate, in accordance with the Late Payment of Commercial Debts (Interest) Act 1998, for commercial customers. For residential customers, we will contact you to discuss payment before taking any further action.
Where Pekorius Limited supplies materials or parts as part of a Service, these will be included in the Quote or charged at cost plus our standard markup, which will be clearly shown on your invoice. We use quality-approved parts that meet or exceed UK standards. Any materials supplied remain the property of Pekorius Limited until payment in full has been received.
Where a Customer requests that specific materials or parts be used, we accept no liability for failures attributable to those materials. We will advise you if we consider a requested material to be unsuitable.
The Customer is responsible for ensuring that reasonable access to the property and work area is available at the agreed appointment time. If our engineer is unable to gain access after attending the property, a call-out fee may be charged.
You should inform us in advance of any known hazards, access restrictions, or relevant property features (for example, the location of stopcocks, asbestos-containing materials, or protected structures). Failure to disclose relevant information that causes additional cost or delay may result in additional charges.
All work is carried out in accordance with applicable UK health and safety legislation, including the Gas Safety (Installation and Use) Regulations 1998 and the Building Regulations 2010. Our engineers are Gas Safe registered where applicable. We reserve the right to refuse to undertake work that would, in our reasonable opinion, place our engineers or third parties at risk, or that would be unlawful or contrary to current regulations.
The Customer must ensure that the work area is clear and safe for our engineers to access. Any pets should be secured away from the work area for the duration of the visit.
Pekorius Limited guarantees all labour carried out for a period of 12 months from the date of completion. If any defect in our workmanship arises during this period, we will return to rectify it at no additional charge, provided:
Manufacturer warranties on parts and materials are separate from our workmanship guarantee and are subject to the terms of the relevant manufacturer. We will assist you in pursuing a valid manufacturer warranty claim where possible.
Our liability to you in connection with any Service is limited to the total value of that Service. We do not limit or exclude our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be limited or excluded under applicable law.
We are not liable for any indirect, consequential, or special losses, including loss of profits, loss of data, or any losses arising from damage caused by pre-existing defects in your property that were not apparent at the time of our visit. We recommend that you ensure adequate home insurance is in place.
We take all complaints seriously and aim to resolve them promptly. If you are dissatisfied with any aspect of our service, please contact us in the first instance by telephone on 01792 443 398 or by email at [email protected]. We will acknowledge your complaint within 2 working days and aim to provide a full response within 10 working days.
If you remain dissatisfied following our internal complaints process, you may wish to seek independent advice from Citizens Advice or refer the matter to an Alternative Dispute Resolution (ADR) provider.
These Terms are governed by the laws of England and Wales. Any dispute arising from or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.
We reserve the right to update these Terms from time to time. The Terms applicable to your Service will be those in force at the date of your Booking. Updated Terms will be published on our website.
Last updated: June 2025 | Pekorius Limited, Company No. 15842310, registered in England and Wales.