Terms & Conditions
Terms & Conditions
TERMS & CONDITIONS
Local Plumbers We Care, 11 Warwick Road, Old Trafford, Manchester, United Kingdom, M16 0QQ.
Tel: 0161 670 6394
Local Plumbers We Care Ltd is committed to protecting the privacy of your personal information. Our company is registered with the Information Commissioners Office (ICO), in order to make transparent our data handling practices, and complies with the General Data Protection Regulations (GDPR) effective from May 2018.
Good information handling makes good business sense. By doing this we believe we will enhance our business’s reputation, increase customer and employee confidence, and by making sure personal information is accurate, relevant, and safe, save both time and money.
Our organisation act as a Data Controller as we keep or process information about living people and must comply with certain important rules about how we collect and use personal information.
Lawful Basis for Processing
Our firm must have a valid lawful basis in order to process a person’s data and be able to demonstrate the processing of data is “necessary” in order to provide our products and services. There are six lawful bases.
Our organisation process on the basis of the following:
Contract – We may have to process information to fulfil our contractual obligations for an installation, or provide a quotation, or enter into a finance agreement, or provide a warranty. In this instance the processing is necessary for the performance of the contract.
Legal Obligation – We may have to process information for health and safety reasons. In this instance Health and Safety is legislation.
Legitimate Interests – In many instances the processing is necessary, for example to create a Green Deal Advice Report, Energy Performance Certificate, Green Deal Finance Plan, Finance Plan, Credit Broking Finance, access ECO Funding, carry out a Customer Survey Report.
Consent – We ask person’s to positively opt in if they want to receive further information on a product or service that we market separately.
We do not process special category data.
Collection of Information – Your Consent
We may collect personal information from you if you provide it voluntarily. If you do provide personal information to use, we will assume that you have read this Privacy Notice and have consented to us using your personal information in the ways described in this Policy and at the point where you give us your personal information. If, after providing us with personal information, you later decide that you do not want us to use it for particular purposes, then please write to us at the address shown.
Collection of your Information
We may collect and process the following data:
Information you provide when buying our products or services
Information you provide to us by filling in our forms
Information collected through correspondence with our Sales and/or Customer Relations teams.
Information you provide to us through the recruitment process
Information you provide to us in order to register for alerts
Social Media interaction
Statistical data about your browsing actions and patterns for the administration of your application for employment;
We may monitor or record any communications between you and us including telephone calls. We will use these recordings to check your instructions to us, to analyse, assess and improve our services to customers, and for training and quality purposes.
We may require you to submit personally identifiable information in order for you to make use of our services. You confirm that any information you enter or provide will be true. We will only request and collect information which is necessary or reasonable in order to provide you with your requested services and to improve the services that we provide. It will not be a requirement to provide any additional information which is not needed to provide the services.
Reason for Collection of your Information
During our dealing with you we may collect and process certain information about you, including your name, date of birth, address, contact details (including your email address and contact telephone number), payment details (where applicable), any benefits you receive or are entitled to (including disability benefits) (where applicable), and other information about you and your property in respect of which services and products may be provided. Your personal information may be used by us, our employees, contractors, or agents to:
identify you during any communication between you and us
assess eligibility for services and products (whether provided by us or on our behalf)
manage your Green Deal Consumer Credit Agreement
carry out regulatory checks and meet our obligations to our regulators
communicate with you to arrange the provision of such services and products
administer and provide such services and products
detect and prevent loss, fraud and other criminal activity
carry out credit reference checks
carry out DBS Checks and processing data about criminal convictions, criminal offences or related security measures as required, where persons acting in a sales position for or on behalf of our firm and were visiting a consumer in their home. No register of criminal convictions would be kept
carry out market research and to help us review, develop, and improve the services and products we offer; and
contact you (in accordance with your preferences), by post, telephone, SMS, email and other electronic means with information about products, services, promotions, and offers that may be of interest to you.
Keep legal certificates and work records relating to the services we have provided to you including details relating to:
Warranty and guarantee information
Workmanship guarantees on work done by us or our contracted partners
Insurance Backed Guarantees
Installation Certificates to include installing, commissioning and servicing
Records of any Legal or statutory notices we may have issued or supplied to include Gas Safe Certificates, Warning Notices, At Risk, Not to Current Standard labelling by us or our contracted partners
Any information which we consider may be required by the Health and Safety notice, product recall or modification
Industry Body Documentation and installation records to include Gas Safe and OFTEC
Audit Bodies such as Accreditation Bodies for PAS: 2030
Government Bodies such as those government bodies or appointed agencies such as Gemserv where Green Deal is involved in our capacity as to any Provider, Assessor or Installer Organisation
Records of Advice given to include Energy Performance Certificates (EPC’s) which remain legally valid for 10 years after generation and may influence decisions to install or buy certain equipment
Occupancy Assessments and Green Deal Advice Reports
Any data we consider may be required by any Government Body such as OFGEM who retain the right of Audit on schemes they administer on behalf of the government for at least six years after installation
Utilities such as those we provide services to in order to enable them to discharge their Energy Company Obligation
Domestic customers and their heirs and successors in title who may ask for copy of records of works done at a property to enable property sales
Waste and Environmental records and evidences which may be required by the Environmental Agency relating to our Waste Carrier Licence and Disposal records.
In the event that we sell or buy any business or assets, we may disclose personal information held by us to the prospective seller or buyer of such business or assets. If we or substantially all of our assets are acquired by a third party, personal information held by us will be one of the transferred assets.
Your personal information may also be used by us, our employees or agents if we are under a duty to disclose or share your personal information in order to comply with any legal obligation, or in order to enforce any agreement we have with or otherwise concerning you, or to protect our rights, property or safety or those of our customers, employees or other third parties.
With whom do we share your personal information?
Third parties such as the Financial Conduct Authority, a finance lender (where applying for a finance option), Green Deal Finance Company (GDFC) also known as Hiber, Green Deal Assessors, Green Deal Installers, Energy Suppliers, credit reference agencies (who may check the information against other databases, public or private to which they have access), or fraud prevention agencies. This information may come from your interactions with us or them through applying for a Green Deal Plan or other consumer finance product; or ascertain from the way in which the loan is administered and managed, for example, information relating to the payments which are made to your account with your energy supplier.
In connection with the above purposes, your personal information may be transferred to, or otherwise processed by third party service providers acting on our behalf, our agents and law enforcement authorities (including the police).
Access to Information
The GDPR gives you the right to access information held about you. You have the right to ask for a copy of the personal information held about you. You also have the right to ask for inaccuracies in information to be corrected. Any access request is not subject to a fee unless the requests are unreasonable in which case a fee may be charged and will be disclosed at the time of request. A copy of the information held about you by us can be requested by writing to us at the address shown.
Transfer of Information Abroad
We will not transfer your personal information outside the EU without first obtaining your consent.
Change of Policy
We may occasionally change the Privacy Notice to reflect customer and company feedback. Any changes will be shown on this page.
Our business has the effective processes to identify, report, manage and resolve any personal data breaches.
Dealing with Data Protection Complaints
We aim to comply fully with our obligations under the General Data Protection Regulations. If a customer has any questions or concerns regarding our company’s management of personal data including their right to access data about themselves, then they should contact Austin Barcley, the director, who is responsible for ensuring our company is compliant with data protection and is the nominated data protection lead or Data Protection Officer (DPO).
If our company holds inaccurate information, then the customer should write to our firm at the address shown providing the director with any evidence to show what the information should say keeping copies of the correspondence. If after a reasonable amount of time (28 days is recommended) the information has not been corrected, then the customer can make a complaint.
There are two courses of action:
Contact the director to process the complaint.
If the customer is still dissatisfied, they can go directly to the Information Commissioner, the independent body that oversees data protection and the GDPR. They can be contacted on 0303 123 1113 or their website is www.ico.org.uk.
We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.
A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences. We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system. Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.
Links to other websites
Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.
SERVICE TERMS & CONDITIONS
All the things you need to know about our website and the services we provide. Please read them carefully.
This is an agreement between yourself, and Local Plumbers We Care (registered number: 10416517). Our registered office is 11 Warwick Road, Old Trafford, Manchester, United Kingdom, M16 0QQ.
1. OUR CONTRACT WITH YOU
1.1 These are the terms on which we (Local Plumbers We Care) will carry out the work for you. Please ensure that you read them carefully before asking our engineer to begin the work.
1.2 When you telephone us, we will take details of the work you need us to carry out, your credit or debit card details and will arrange a time slot for an engineer to visit you. Please note that we reserve the right to refuse to accept certain credit and debit cards.
2. CARRYING OUT THE JOB
2.1 We will supply you with a date and time when we will arrive to begin carrying out the work.
2.2 We will try to get to you as soon as possible and where possible before the time slot we have allocated to you, if, when we book the job, we consider the circumstances you have described to us are an emergency. However, this might not be possible if an event occurs which is outside of our control (see below).
2.3 We will make every effort to arrive and to complete the work on time. However, we will not be liable or responsible for any delay or failure to carry out the work, due to an event outside our control such as poor traffic conditions, poor weather conditions or the failure of public or private telecommunications networks. If such an event happens, we will let you know as soon as possible and you can cancel the job if you no longer want us to carry out the work. We may cancel the job if the event lasts for more than 4 weeks.
2.4 To enable us to carry out the work you will need to:
(a) provide us with access to the premises and any services and facilities we need to carry out the work.
(b) ensure that the premises are clear and safe for us to access and that you own the premises and do not need the consent of another person to enable us to carry out the work.
(c) ensure that any materials you provide to enable us to carry out the work are suitable. If you fail to do so, we may not be able to carry out the work and you may need to contact us to arrange a further visit.
2.5 When our engineer has completed the job, he will complete a job sheet (Job Sheet). This will include the time he arrived at the premises, the work carried out, the time that the work was completed and the price to be paid by you. You will be asked to sign the Job Sheet to confirm that this information is correct. If you think that any of the information listed on the Job Sheet is inaccurate, please telephone us on 0161 549 1009 or write to us at Hadfield House, Gordon St, Stockport SK4 1RR or email firstname.lastname@example.org. We shall assign a Job Number to the job which will be written on the Job Sheet. Please quote the Job Number in all subsequent correspondence with us relating to the job.
3. PRICE AND PAYMENT
3.1 The price you pay will include a £40 booking fee Plus VAT, a labour charge of £62.50 per half hour, Minimum job is 1 HOUR, plus parts and any materials needed, and VAT.
3.1.1 For jobs booked on an hourly or half-hourly rate, labour will be charged from the moment that our engineer arrives at your premises at the hourly or half-hourly rate quoted and specified on the Job Sheet. For example, if our engineer is at your premises for 45 minutes, we will charge for one hour and we will charge you £125 for the work. Please note that all jobs are a minimum of an hour, we will charge for any time spent by our engineer diagnosing the work to be carried out.
3.1.2 For jobs booked on a fixed price, you will be charged from the moment that our engineer arrives at your premises at the fixed price quoted and specified on the Job Sheet. For example, if we have told you that you will charge you a fixed price of £110 for the labour, we will charge you £110 for the labour, plus the cost of any parts that may be required. Some fixed price jobs also include the cost for parts, which we will confirm when you book the job.
4. OUR LIABILITY TO YOU
4.1 If we fail to comply with these terms, we are responsible for any loss or damage you suffer that is a foreseeable result of our breach of the terms or our negligence. Loss or damage is foreseeable if it is an obvious consequence of our breach or if they were contemplated by you and us at the time we entered this contract.
4.2 We will make good any damages caused to your property by us during the course of carrying out the work. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover in the course of carrying out the work or if we cause damage having to gain access to your property or any hidden pipes or drains to enable us to carry out the work (except where we have been negligent).
4.3 The work we carry out is for domestic and private use and as such we will not be liable for any loss of profit to your business, loss of business, business interruption, or loss of business opportunity.
4.4 We do not exclude or limit in any way our liability for:
(a) death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors.
(b) fraud or fraudulent misrepresentation.
(c) breach of the terms implied by section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession).
(d) breach of the terms implied by sections 3, 4 and 5 of the Supply of Goods and Services Act 1982 (description, satisfactory quality, fitness for purpose and samples); and (e) defective products under the Consumer Protection Act 1987.
5.1 Except in situations covered by clause 5.3, any work carried out by us, and parts and materials used by us will be guaranteed for a period of 12 months from the date that we started the work (Guarantee Period).
5.2 Some of the goods supplied by us as a result of carrying out the work may come with a manufacturer’s guarantee. Where this is the case, please refer to the manufacturer’s guarantee provided with the goods for further details.
5.3 In the unlikely event that there is any problem with the work we have carried out within the Guarantee Period or the Extended Guarantee Period, please contact us on 0161 549 1009 and tell us as soon as reasonably possible. If the problems are as a result of faulty workmanship or materials during the Guarantee Period, we will seek to rectify these problems and replace any parts free of charge. If we are unable to rectify these problems or to replace the faulty parts, we may offer you a full or partial refund. If the fault arises during the Extended Guarantee Period, we will only seek to repair the fault free of charge and will not replace any parts free of charge or offer a full or partial refund.
5.4 This guarantee does not apply if you:
(a) have deliberately or accidentally caused the problem you are asking us to rectify or you have damaged the parts you are asking us to replace;
(b) have failed to follow our advice or the manufacturer’s instructions in relation to the use or maintenance of any goods or materials we have supplied.
(c) have modified the item(s) we have repaired in any way and the fault has been caused by the modification you have made.
(d) you have called us out to unblock a drain or flush a central heating system. In these cases, We will offer a guarantee period of 10 days.
(e) where we have advised you that the work you have asked us to carry out will only be a temporary solution to the overall problem. In such cases we will advise you that this is only a temporary repair, and we will advise you on any further work, parts and materials that will need to be done to provide a more permanent solution. It will be noted on the Job Sheet that this is just a temporary repair, and the work is not guaranteed. In such cases we will charge you for any labour, parts and materials used in remedying the defect.
5.5 This guarantee is in addition to and does not affect your legal rights in relation to any goods that are faulty or not as described.
6. YOUR RIGHTS TO CANCEL AND APPLICABLE REFUND
6.1 If you wish to cancel or rearrange your appointment before we arrive to carry out the work you may do so within 24 hours of your appointment without any charge by telephoning us on 0161 549 1009. If you provide us with less than 24 hours’ notice of your intention to cancel or rearrange your appointment, we may charge you the sum of £25 to cover our costs.
6.2 If you cancel your appointment under clause 6.1 and you have made any payment in advance for work that We have not carried out, We will refund that amount to you.
6.3 If we have already begun to carry out the work and you decide to cancel any further work that needs to be carried out to complete the job then we may charge you for any labour, parts and materials used to carry out the work up to the point that you cancelled together with VAT. This payment will be deducted from your debit or credit card and will confirm what these costs are when you contact us. However, where you have cancelled further work because of our failure to comply with these terms (except where we have been affected by an event outside our control),
you do not have to make any payment to us.
7. OUR RIGHTS TO CANCEL AND APPLICABLE REFUND
7.1 If we have to cancel an appointment due to an event outside our control or the unavailability of our engineer or key materials without which we cannot carry out the work, we will promptly contact you.
7.2 If we have to cancel an appointment under clause 6.1 and you have made any payment in advance for the work, we will keep £25 of the booking fee to cover administrative costs. Any other payment that has been made to us will be refunded.
7.3 If we have already started the work by the time we have to cancel, you will not have to make any payment to us.
8. INFORMATION ABOUT US AND HOW TO CONTACT US
8.1 We are a company registered in England and Wales. Our company registration number is 10416517 and our registered office is Hadfield House, Gordon St, Stockport SK4 1RR. Our registered VAT number is 372 1107 31.
8.2 If you have any questions or if you have any complaints, please contact us. You can contact us by telephoning our customer service team at 0161 549 1009 or by e-mailing us at email@example.com.
8.3 If you wish to contact us in writing, you can send this to us by e-mail, by hand, or by pre-paid post to Hadfield House, Gordon St, Stockport SK4 1RR or firstname.lastname@example.org. We will confirm receipt of this by contacting you in writing. If we have to contact you in writing, we will do so by e-mail, by hand, or by pre-paid post to the address you provide to us when you book your appointment.
9. HOW WE MAY USE YOUR PERSONAL INFORMATION
9.1 We will use the personal information you provide to us to:
(a) carry out the work.
(b) process your payment for the work.
(c) inform you about similar products or services that we provide,1, and we will always notify you in writing if this happens, but this will not affect your rights or our obligations under these terms.
10.2 This contract is between you and us. No other person shall have any rights to enforce any of its terms.
10.3 Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
10.4 If we fail to insist that you perform any of your obligations under these terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.
10.5 These Terms are governed by English law. We both agree to submit to the non-exclusive jurisdiction of the English courts. However, if you are a resident of Northern Ireland, you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.