Terms of Service

A. Using this website and our online forms

A1. Who we are

SD Plumbing & Heating is the trading name you deal with. The company behind it, which operates this website and the customer and quote systems behind it, is Heatflow Plumbing Limited — a private limited company registered in Scotland, company number SC785550, VAT number 474449558, registered office Argyll House, Quarrywood Court, Livingston, West Lothian, EH54 6AX, trading from 16 Ashley Place, Edinburgh, EH6 5GB. Our contact details are at the end of these terms.

A2. Acceptance

By using this website, submitting an online form or accepting a quote from us, you agree to these terms to the extent they apply to you. If you do not agree with them, please do not use the site — you are welcome to telephone us instead.

A3. Online enquiries and quotes are not a contract

Submitting an enquiry form does not create a contract between us. It asks us to get in touch. Any figure shown online is indicative only. A binding contract is formed only when:

1. we have visited or otherwise assessed the work;
2. we have sent you a written fixed-price quote or estimate setting out the scope, price and any conditions;
3. you have accepted that quote in writing (or by replying to us to confirm), and where a deposit is required you have paid it.

We may decline an enquiry or quote, and we may withdraw a quote before it is accepted if the information it was based on turns out to be wrong.

A4. Information you give us

Please give us accurate information about the property — for example access, parking, existing faults, asbestos, the boiler type or whether pipework is concealed. Quotes are based on what we can see and on what you tell us. If the information is wrong or incomplete we may need to re-quote before starting or continuing the work (see section B6).

A5. Website content and intellectual property

The text, photographs, designs, prices and layout on this site belong to us or are used with permission. You may view, print and share our pages for the purpose of considering or instructing work, but you may not copy our content into another website, scrape the site at volume, or use it commercially without our written permission. Our name and logo remain our property.

B. Our plumbing and heating work

B1. Fixed-price quotes

We work to fixed-price quotes agreed in writing before any work begins. The price quoted is the price you pay for the scope described, unless you ask us to change the scope, or something is discovered on site that could not reasonably have been seen beforehand — in which case we explain it, give you a revised price, and only proceed with your agreement.

Quotations for planned work are free and carry no obligation. Emergency work is priced by the same fixed-price approach wherever we can, and we tell you the price before we start where it is possible to do so.

B2. Prices, VAT and payment

• Prices are in pounds sterling and include VAT at the prevailing rate, unless stated otherwise.
• A deposit may be required for installations, and larger projects may be staged with payments at agreed milestones.
• Unless agreed otherwise in writing, invoices are payable on receipt.
• We may charge interest on overdue commercial invoices in line with the Late Payment of Commercial Debts (Interest) Act 1998. We do not charge interest on domestic invoices, but we may suspend work on an unpaid account.
• Where a manufacturer or supplier increases its prices between your quote and your installation date significantly, we will tell you before ordering and you may cancel that part of the work without charge.

B3. Your right to cancel — consumers

Where your contract with us was agreed away from our premises — which is normally the case, because we quote at your property or remotely — you have the right to cancel within 14 days of the day the contract was agreed, without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

• To cancel, tell us clearly before the 14 days are up — by email to info@sdplumbingandheating.com, by telephone, or in writing to our trading address. A telephone call is enough; you do not need a form.
• If we have not started work, you get a full refund of anything you have paid within 14 days of us being told.
• If you have expressly asked us to start work during the 14-day period, you still have the right to cancel, but you must pay a proportionate amount for the work already carried out and for materials already ordered or fitted that cannot be returned.
• If you cancel an emergency call-out after the engineer has arrived, we may charge for the attendance and any diagnosis already carried out.
• Cancellation rights do not apply to work carried out and completed at your express request within the 14 days before you change your mind, once it has been fully performed with your agreement.
• We may charge for materials we cannot return or reuse if you cancel after we have ordered them at your request.

B4. Booking, access and what we need from you

• Please make sure we can access the property, the boiler, the stopcock and the work area at the agreed time, and that any loft, cupboard or appliance we need to reach is clear.
• Please tell us about any hazard — asbestos, unstable flooring, aggressive pets, or anything else that affects safe working.
• Where a job needs gas, electrical or water isolation, we will explain what will be switched off and for how long.
• If we arrive and cannot get access, we may have to charge for the visit; we will always try to rebook instead.
• Our engineers are entitled to work in a safe environment. We may stop work and leave if conditions are unsafe.

B5. Guarantees

Manufacturer warranties are provided by the manufacturer and depend on the model, on the boiler being serviced in line with the manufacturer’s requirements, and on the terms the manufacturer sets. Our workmanship guarantee covers the installation itself. Faults caused by misuse, neglect, third-party interference, frost, water quality or pre-existing pipework or system conditions are not covered. If you report a problem within a guarantee period we will inspect it and put right anything that is our responsibility.

B6. Changes, concealed defects and additional work

Plumbing and heating work regularly reveals things that were hidden — corroded pipework, an unsuitable flue route, damaged subfloor, or asbestos-containing materials. If we find something that changes the scope or the price, we stop and explain it to you. We will not carry out extra chargeable work without your agreement. Where the discovery means the original scope cannot safely be completed at the original price, you may accept a revised quote or cancel the affected work without charge.

B7. Timings and delays

Dates and durations we give are estimates given in good faith. We aim to answer enquiries within two hours during business hours, to attend non-emergency site visits within 48 hours and to reach emergency call-outs within one hour, but these are targets and not guarantees. We are not liable for delays caused by something outside our reasonable control — including supplier or manufacturer delays, weather, third-party trades, access problems, illness or travel disruption — but we will keep you informed and agree a new date.

B8. Removal and disposal

Unless we agree otherwise, removing the old equipment, packaging and waste is part of the job. Old boilers are taken to a licensed recycling facility where metal components are recovered, and old bathrooms and kitchens are removed and disposed of responsibly. We hold the waste carrier registrations the law requires.

B9. Gas Safe and compliance

All gas work is carried out by engineers registered with Gas Safe Register, and you can verify credentials at gassaferegister.co.uk. We issue the safety and compliance certificates the work requires, on the day or shortly afterwards. Where building regulations approval or notification is needed, we make the notification.

B10. Problems and complaints

If something is not right, tell us as soon as you can — email info@sdplumbingandheating.com or telephone 0131 392 8722. We will respond within two working days and arrange an inspection where that is needed. We want the chance to put it right. If you are a consumer and we cannot resolve it between us, you may use a certified alternative dispute resolution provider or raise it with Trading Standards; using ADR is voluntary for both sides.

C. Finance

Finance is available on installations through our partners and is subject to status, affordability and approval. Ideal Sales Solutions Ltd (trading as Ideal4Finance) is a credit broker and not a lender, Financial Conduct Authority reference 703401. We are not a lender and we do not decide credit applications.

Typical options include 0% interest over 12 or 24 months, and a fixed-rate plan over up to 120 months. Representative example for the fixed-rate plan: cash price £3,000.00, deposit £0.00, amount of credit £3,000.00, rate of interest 12.9% per annum fixed, term 120 months, monthly payment £44.84, total amount payable £5,380.80, representative APR 12.9% per annum fixed.

The rate and terms you are offered depend on your circumstances, the amount borrowed and the term, and any figure shown is provisional. Credit is subject to the lender’s own terms, which will be provided to you. You must be at least 18 and a UK resident to apply.

D. Customer portal and our online systems

D1. Your account

If we give you access to a customer portal, keep your login details confidential and tell us at once if you think someone else has them. You are responsible for activity through your account. We may suspend or close an account if it is being misused, or once you are no longer a customer.

D2. Acceptable use

You must not:

• attempt to access an account, job or document that is not yours;
• interfere with the security or availability of the system, or use automated tools to extract data from it;
• upload or send anything unlawful, malicious or offensive through it;
• use information obtained from the portal for any purpose other than managing your own dealings with us.

D3. Availability

We try to keep these systems available and correct, but they are provided as they are. We may take them offline for maintenance, and third-party services such as email and SMS delivery can fail. Documents and figures in the portal are a record for your convenience; the signed documents and invoices we issue are the authoritative version.

E. General

E1. Our liability

We are liable for loss or damage caused by our breach of these terms, our negligence or the negligence of our people, up to the financial limits set by law. We are not liable for loss of profit, loss of business, or indirect or consequential loss on a domestic contract, and we are not liable for anything caused by information you gave us that was wrong, or by a pre-existing fault in your property or system that we could not reasonably have detected.

Nothing in these terms excludes or limits our liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be excluded — including your statutory rights under the Consumer Rights Act 2015.

E2. Insurance

We hold public liability and employers’ liability insurance as required, and our work is carried out by our own directly employed and supervised team. We do not subcontract your job without telling you. Our registration details, insurer details or a copy of our insurance certificate are available on request.

E3. Third-party links

Where we link to another organisation — a manufacturer, a review platform or a map provider — we do not control that site and are not responsible for its content or its handling of your information.

E4. Privacy

How we handle personal information is set out in our Privacy Policy. How to have information deleted is set out in our data deletion instructions.

E5. Changes to these terms

We may update these terms from time to time, for example to reflect a change in the law or in how we work. The terms that apply to a job are the ones published when the contract was agreed, unless a change in the law requires otherwise.

E6. Governing law and jurisdiction

These terms are governed by the law of Scotland, and the courts of Scotland have exclusive jurisdiction over any dispute — except that, if you are a consumer living elsewhere in the UK, you may bring proceedings in the courts of the part of the UK where you live.

E7. Contact us

Heatflow Plumbing Limited, 16 Ashley Place, Edinburgh, EH6 5GB. Telephone 0131 392 8722, email info@sdplumbingandheating.com. Company number SC785550, VAT number 474449558.