These terms and conditions (‘terms’) apply to the gas service and maintenance contract (‘contract’) between the person ordering the services (‘customer’ or ‘you’) and Lucas Plumbing & Heating Ltd (‘we’ or ‘us’). Please read these terms carefully before agreeing to the contract as they contain important information.
If you have selected ‘VIP Club’ then the contract between you and us entitles you to member benefits. We will provide the service you have selected to you in accordance with these terms.
Enjoy top priority:
for appointments and service requests.
Out of Hours:
Enjoy 24hr / 7 days a week priority access
Call out Fee:
No up front call out fee and up to the first 45 minutes are included excluding parts
Special Discounts:
Access exclusive 10% discount on labour and materials
Seasonal Offers:
Receive early notifications and access to seasonal promotions
Dedicated Support:
Experience personalised assistance from our expert team
The contract will run for a period of one calendar year from the date that your first payment is received (‘initial term’). Any remedial work required following the initial subject to survey visit on the boiler service visit is not covered by this contract and will be quoted for and charged separately and is required to be completed by the next visit.
Our out-of-hours services are available 24/7, including weekends and holidays.
Emergency services are subject to technician availability.
We strive to respond promptly to emergency calls; however, response times may vary based on demand and location but aim to attend within a 4 hour time slot
Priority will be given to situations deemed urgent or posing a threat to property or safety.
Acceptance of a system or appliance(s) in a contract does not imply satisfactory installation (except if Lucas Plumbing & Heating Ltd installed the entire heating system) or adherence to current standards or codes of practice. Nor does it guarantee the availability of spare parts for the appliance.
The amount payable by you is the one communicated by Lucas Plumbing & Heating Ltd upon entering the contract. This price includes VAT unless explicitly stated otherwise. Lucas Plumbing & Heating Ltd holds the right to adjust the price after the initial contract year concludes, with prior notification of any such increase. Payment is required annually in advance or through monthly instalments, and the specified payment details will be communicated by Lucas Plumbing & Heating Ltd.
The contract will renew annually on the anniversary of your initial payment receipt date. It stays in effect as long as payments are consistently made. If you opt for monthly payments, your plan will be automatically renewed at the conclusion of each contract year, unless we receive notice to the contrary, in which case the contract will terminate. Lucas Plumbing & Heating Ltd retains the right to decline contract renewal. Please be aware that if your contract is automatically renewed, you have a statutory right to cancel within 14 days of the renewal date (referred to as your 'cooling off period').
It is our responsibility to supply you with services that meet your consumer rights. If you have any concerns that we have not met our legal obligations please contact us on 01184371679, or use the contact form at the bottom of the page. If you are unclear about your rights or require advice, you can contact the Citizens Advice Consumer Service on 03454 040506 or www.adviceguide.org.uk
It is your responsibility to let us into your property. If you do not allow us access to your property to perform the services as arranged (and you do not have a good reason for this) we may charge you additional costs incurred by us as a result. If, despite our reasonable efforts, we are unable to contact you or re-arrange access to your property we may end the contract.
You possess the right to terminate the contract with us within 14 days of its initiation without providing any reason. This period is commonly referred to as the 'cooling-off' period. To exercise your cancellation right, you must communicate your decision through a clear statement, such as a letter or email. We retain the right to annul the contract under certain circumstances, including instances where you provide false information, fail to make an agreed payment by the due date, deny us access to your property within a reasonable timeframe, or make changes to your boiler or an appliance covered by the contract.
If you decide to cancel this contract within the cooling-off period, we will refund all payments made by you, with potential deductions as outlined below. Should you wish for services to commence before the cooling-off period concludes, a specific request from you is required. If work begins before the cooling-off period ends, you retain the right to cancel within 14 days, but you will be responsible for labour and parts costs incurred up to the point when you notify us of your decision to cancel. The right to cancel is not applicable if the service is fully performed during the cooling-off period. While you may use the request to start work form provided, it is optional. Reimbursement, if applicable, will be processed promptly and no later than 14 days after we receive notice of your decision to cancel. No additional fees will be incurred during the reimbursement process. If the contract is cancelled outside the cancellation period, a refund is not typically provided. For those paying by monthly instalments, any outstanding instalments remain payable until the end of the contract year.
We cannot accept liability for any delays or non-performance of our obligations under this contract as a result of any event or circumstance beyond our reasonable control. Where possible, we will take all reasonable steps to minimise the effect of the delay.
Failure to make timely payments may result in the imposition of interest on the overdue amount at a rate of 3% per annum above the base lending rate of Barclays Bank, as periodically determined. This interest will accumulate on a daily basis, commencing from the date the payment is due until the actual payment date of the overdue amount, whether before or after legal judgment. It is your responsibility to settle both the interest and the overdue amount.
If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable (but we do not exclude or limit in any way our liability to you where it would be unlawful to do so). We will make good any damage to your property negligently caused by us while providing services. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover while providing the services (e.g. damage caused by water leaks).
The contract between us is subject to the following additional terms:
Lucas Plumbing & Heating Ltd
Unit 6 Parsons Farm, Farley Hill Reading, RG7 1UY
Phone: 0118 4371 679
Email: info@lucasplumbing.co.uk