In these Terms, the following words have specific meanings:

• "Appointment" means the scheduled date and time for our engineer to attend your Premises.
• "Charging Basis" means the method of calculating charges for your job, being either Time-Based or Fixed-Price as defined below.
• "Engineer" means our employee, contractor, or agent attending your Premises to carry out the Work.
• "Fixed-Price Job" means a job where a specific total price for labour (and parts, if stated) has been agreed in writing or verbally before the Work begins.
• "Job Sheet" means our record of the Work, including arrival time, departure time, description of Work carried out, parts used, and the Charging Basis applied.
• "Premises" means the property at which we are to carry out the Work.
• "Time-Based Job" means a job charged according to the time spent by our Engineer, at the rate and increment quoted at booking.
• "Work" means the services, repairs, installations, or other tasks we agree to carry out for you.

2.1 When you contact us to book an Appointment, we will:

• Take details of the Work you require;
• Explain and agree the Charging Basis (Time-Based or Fixed-Price);
• Confirm the applicable rate and billing increment (if Time-Based);
• Arrange an Appointment date and time.

2.2 A binding contract is formed when you book an Appointment and accept the Charging Basis. Verbal acceptance during the booking call is sufficient to form this contract. You do not need to sign anything for the contract to be binding.

2.3 These Terms are incorporated into every contract between us. If there is any conflict between these Terms and anything said during booking, these Terms will apply unless we have agreed otherwise in writing.

2.4 We reserve the right to decline any booking at our discretion.

We offer two types of job:

A) Time-Based Jobs

3.1 For Time-Based Jobs, you will be charged according to the time our Engineer spends on the Work, at the hourly, half-hourly, or other rate quoted and accepted at booking.

3.2 The billing increment will be whatever was quoted and accepted at booking (for example: per hour, per 30 minutes, or per 15 minutes). If no specific increment was stated or recorded at booking, time will be charged in minimum 30-minute increments.

3.3 A Time-Based booking is not a fixed quote. It is a charging basis. The final price will depend on how long the Work takes.

3.4 If we provide an estimate of how long a Time-Based Job may take, this is our reasonable expectation only and is not binding. The actual time (and therefore cost) may be more or less than estimated.

B) Fixed-Price Jobs

3.5 For Fixed-Price Jobs, we will agree a specific price for the Work before our Engineer begins. This price will be confirmed at booking and recorded on the Job Sheet.

3.6 Fixed-Price Jobs may or may not include parts. We will confirm at booking whether the fixed price includes parts or whether parts will be charged separately.

3.7 A Fixed-Price Job only covers the specific Work described and agreed. Any additional or different Work will be subject to additional charges (see Section 6: Variations and Additional Work).

4.1 What is included in the price

The price you pay will include charges for labour, parts and materials (where applicable), and VAT at the prevailing rate.

4.2 Labour charges for Time-Based Jobs

4.2.1 Labour time is measured from the moment our Engineer arrives at your Premises until the Work is complete and the Engineer departs.

4.2.2 Chargeable labour time includes:

• Diagnosis and inspection to identify the problem and determine the Work required;
• All time spent carrying out the Work;
• Time reasonably spent obtaining, sourcing, or collecting necessary parts during an active job where those parts are not carried as standard stock.

4.2.3 Parts sourcing time cap: Where time is spent sourcing or collecting parts during an Appointment, this element of chargeable time is capped at a maximum of 90 minutes per Appointment.

4.2.4 Time is charged in minimum increments as stated in Section 3.2. For example, if the quoted rate is £99 per half hour and our Engineer is at your Premises for 45 minutes, you will be charged for two 30-minute increments (1 hour total).

4.3 Estimates, Assessments, and Chargeable Attendance

4.3.1 We may provide estimates in some circumstances. Whether an estimate can be provided remotely or requires a chargeable visit depends on the nature of the Work and will be confirmed at the time of booking.

4.3.2 Any estimate will only apply to the work described at the time of booking, either verbally or in writing. Estimates may be provided remotely (for example, by telephone, email, photographs, or video) or, where appropriate, after an on-site assessment.

4.3.3 Where an on-site visit is required and we have not agreed otherwise in advance, the appointment will be treated as a Time-Based Job, and labour will be chargeable from the Engineer's arrival at the Premises.

4.3.4 For Time-Based Jobs, time spent inspecting, diagnosing, or assessing the issue is chargeable labour.

4.3.5 If, following an on-site visit for a Time-Based Job, you decide not to proceed with the Work, you will remain liable for the time spent attending, inspecting, and diagnosing the issue.

4.4 Parts and materials

4.4.1 Parts are charged at supplier cost plus a fixed handling fee and a percentage markup. This covers procurement, delivery, storage, and warranty administration.

4.4.2 The markup is tiered based on the cost of the part. Full details of our parts pricing structure are available on request.

4.4.3 For Fixed-Price Jobs, we will confirm at booking whether parts are included in the fixed price or charged separately.

4.5 Rate Consistency and Emergency Work

4.5.1 We do not charge premium rates based on the time of day or day of the week. The same labour rates apply whether you book an appointment during normal working hours, evenings, weekends, or bank holidays.

4.5.2 There is no additional charge for emergency callouts. Emergency Work is charged at our standard rates.

4.5.3 Our rates may be adjusted from time to time. The rate that applies to your job is the rate quoted and accepted at the time of booking. Any subsequent changes to our rates will not affect jobs already booked.

5.1 An estimate is not a quote. If we provide an estimate of how long a job may take or how much it may cost, this is our reasonable expectation based on the information you have given us. It is not a guaranteed or fixed price.

5.2 A quote (or Fixed-Price Job) is a specific price we agree to charge for defined Work. A quote is only binding if we have clearly identified the job as a Fixed-Price Job and confirmed the fixed price.

5.3 If you are unsure whether your booking is Time-Based or Fixed-Price, please ask us to confirm before the Appointment.

6.1 Once our Engineer is on site, they may discover that additional work or parts are required beyond what was originally described or agreed.

6.2 Where reasonably practicable, our Engineer will explain the additional work required and seek your consent before proceeding. We will provide an indication of the additional cost.

6.3 If you do not consent to the additional work, our Engineer may stop and you will be charged for:

• The time spent to that point (for Time-Based Jobs); or
• A proportionate amount of the fixed price reflecting the Work completed (for Fixed-Price Jobs); plus
• Any parts or materials already used or ordered specifically for your job.

6.4 In emergency situations where delay in seeking consent would cause damage to your property or safety risks, our Engineer may proceed with essential work to prevent immediate harm. We will inform you of any such work and the associated charges as soon as reasonably practicable.

7.1 To enable us to carry out the Work effectively, you agree to:

• Access: Provide safe and clear access to the Premises and to the areas where Work is required;
• Permissions: Ensure you own the Premises or have the necessary permissions for the Work to be carried out;
• Parking: Where possible, arrange for suitable parking near the Premises. If parking permits or paid parking are required, you are responsible for providing or paying for these;
• Accurate information: Provide an accurate description of the problem or Work required. If your description is materially inaccurate, additional time or visits may be needed, and additional charges will apply;
• Materials: If you provide any materials for us to use, ensure they are suitable for the intended purpose. We are not responsible for problems caused by unsuitable materials you have provided;
• Safety: Ensure the Premises are safe for our Engineer to work in and notify us of any hazards.

7.2 If you fail to meet these obligations, we may not be able to carry out the Work, and you may need to arrange a further visit at additional cost.

8.1 We will supply you with a date and time slot for your Appointment. We will make every effort to arrive within this time slot.

8.2 We may arrive before your time slot if circumstances allow and you have indicated you are available, particularly for emergency Work.

8.3 We will not be liable for any delay or failure to attend due to events outside our reasonable control, including but not limited to: traffic conditions, adverse weather, vehicle breakdown, illness, or other emergencies. If such an event occurs, we will notify you as soon as reasonably practicable, and you may cancel without charge if the delay is unacceptable to you.

8.4 If any estimate of completion time is provided, this is an estimate only and not a guaranteed completion time.

9.1 When our Engineer completes the Work (or if the Work is stopped before completion), they will complete a Job Sheet recording:

• Arrival time at the Premises;
• Departure time from the Premises;
• Description of Work carried out;
• Parts and materials used;
• The Charging Basis applied (Time-Based or Fixed-Price);
• The total charge.

9.2 You will be asked to sign the Job Sheet to acknowledge the information is accurate. If you believe any information is inaccurate, please tell our Engineer immediately and note your concern on the Job Sheet.

9.3 If you refuse to sign the Job Sheet, this does not invalidate our record or relieve you of your obligation to pay. Our Engineer's Job Sheet will be treated as accurate evidence of the Work carried out and time spent unless you provide contrary evidence.

9.4 If you have any concerns about billing or the Work carried out, please contact us in writing within 7 days of the Appointment. Prompt notification helps us investigate and resolve concerns effectively.

10.1 Payment is due on completion of the Work unless we have agreed otherwise in writing.

10.2 We accept payment by debit card, credit card, bank transfer, or other methods we may specify. We reserve the right to decline certain payment methods.

10.3 We may require advance payment or a deposit before attending, particularly for larger jobs or where parts need to be ordered. If advance payment is required, we will inform you at or before booking.

10.4 If you do not pay when payment is due:

• We may charge interest on the overdue amount at the rate of 4% per annum above the Bank of England base rate from the due date until payment is received;
• We may recover our reasonable costs of collecting the debt, including administrative costs and legal fees where applicable;
• We may suspend or refuse future Work until the outstanding amount is paid.

10.5 If you dispute any charge, you must notify us in writing within 7 days of the invoice date. Any undisputed portion of the invoice remains due for payment.

11.1 Standard Guarantee

Except where stated otherwise in this Section, all Work carried out by us, and all parts and materials supplied by us, are guaranteed for a period of 12 months from the date the Work was completed ("Guarantee Period").

11.2 Manufacturer Guarantees

Some products we supply may come with a separate manufacturer's guarantee. Where applicable, please refer to the manufacturer's documentation for details.

11.3 Making a Guarantee Claim

If you experience any problem with Work we have carried out within the Guarantee Period, please contact us on 0161 568 4957 as soon as reasonably possible. If the problem is due to faulty workmanship or defective materials supplied by us, we will rectify the problem and replace any faulty parts free of charge. If we cannot rectify the problem, we may offer you a full or partial refund.

11.4 Reduced Guarantee Period

The following types of Work have a reduced Guarantee Period of 10 days:

• Drain unblocking;
• Central heating power flush.

11.5 Temporary Repairs (No Guarantee)

Where we advise you that Work is a temporary solution only (for example, a temporary repair to allow time for a permanent fix to be arranged), that Work is not guaranteed. Our Engineer will clearly explain this to you and note it on the Job Sheet. We will advise you of further Work needed for a permanent solution.

11.6 Silicone Sealant Work (No Guarantee)

Work involving the application or replacement of silicone sealant (for example, around baths, showers, sinks, or worktops) is not guaranteed. Silicone sealant is a consumable material subject to degradation from regular use, moisture exposure, cleaning products, and environmental factors beyond our control. While we will apply sealant to a professional standard, we cannot guarantee its longevity or performance over time.

11.7 Exclusions from Guarantee

Our guarantee does not apply if:

• The problem was caused by deliberate damage, accidental damage, misuse, or neglect;
• You have failed to follow our advice or the manufacturer's instructions regarding use or maintenance;
• You or a third party have modified, interfered with, or attempted to repair the Work, and the problem was caused by that modification or interference;
• The problem is due to normal wear and tear;
• The Work was identified as a temporary repair under Section 11.5;
• The Work involved silicone sealant as described in Section 11.6.

11.8 Statutory Rights

This guarantee is in addition to, and does not affect, your statutory rights under the Consumer Rights Act 2015 or other applicable legislation.

12.1 Our Responsibility

If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our negligence. Loss or damage is foreseeable if it is an obvious consequence of our breach, or if it was contemplated by you and us at the time the contract was formed.

12.2 Damage to Property

We will make good any damage to your property caused by us during the Work. However, we are not responsible for:

• The cost of repairing pre-existing faults or damage to your property that we discover while carrying out the Work;
• Damage unavoidably caused when gaining access to hidden pipes, drains, or concealed services, except where we have been negligent;
• Damage caused by defects in materials you have supplied.

12.3 Exclusion of Indirect Loss

Our services are provided for domestic and private use. We will not be liable for any:

• Loss of profit;
• Loss of business or business opportunity;
• Business interruption;
• Any indirect or consequential loss.

12.4 What We Do Not Exclude

Nothing in these Terms excludes or limits our liability for:

• Death or personal injury caused by our negligence;
• Fraud or fraudulent misrepresentation;
• Breach of the terms implied by section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession);
• 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);
• Defective products under the Consumer Protection Act 1987;
• Any other liability that cannot be excluded or limited by law.

13.1 Your Right to Cancel Before Arrival

You may cancel or reschedule your Appointment without charge if you give us at least 24 hours' notice before the Appointment time. Please call us on 0161 568 4957 to cancel or reschedule.

13.2 If you cancel or reschedule with less than 24 hours' notice, we may charge a cancellation fee to cover our reasonable costs (including lost time and travel costs).

13.3 If you have paid anything in advance for Work that we have not carried out due to your cancellation, we will refund that amount (less any applicable cancellation fee) within 14 days.

13.4 Cancellation After Work Has Begun

If our Engineer has already begun the Work and you decide to cancel further Work, you will be charged for:

• Labour time spent to the point of cancellation;
• Parts and materials used or ordered specifically for your job;
• VAT on the above.

13.5 If you cancel because we have failed to comply with these Terms (other than due to events outside our control), you will not be required to pay for any Work not completed.

13.6 Our Right to Cancel

We may cancel an Appointment if:

• An event outside our reasonable control prevents us from attending;
• Key materials required for the Work are unavailable;
• Our Engineer is unavailable due to illness or emergency.

13.7 If we cancel before Work has begun, we will refund any advance payment in full. If we cancel after Work has begun, we will not charge you for any incomplete Work.

14.1 Transfer of Rights

We may transfer our rights and obligations under these Terms to another organisation. If we do so, we will notify you in writing and ensure the transfer does not affect your rights.

14.2 Third Party Rights

This contract is between you and us. No other person has any rights to enforce any of its terms.

14.3 Severability

If any court or relevant authority decides that any provision of these Terms is unlawful or unenforceable, the remaining provisions will remain in full force and effect.

14.4 No Waiver

If we fail to insist on our rights under these Terms, or if we delay in enforcing them, this does not mean we have waived those rights. Any waiver by us must be in writing, and will not automatically apply to any later default.

14.5 Entire Agreement

These Terms, together with any specific pricing or scope agreed at booking, represent the entire agreement between us for the Work. They supersede any prior discussions, representations, or understandings.

14.6 Governing Law and Jurisdiction

These Terms are governed by English law. Any dispute arising from these Terms or the Work will be subject to the 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.

14.7 Complaints

If you are dissatisfied with any aspect of our service, please contact us using the details in Section 15. We will endeavour to resolve your complaint in accordance with our internal procedures.

We are Norlands, a company registered in England and Wales.

If you have any questions, concerns, or complaints, please contact us:

• Telephone: 0161 568 4957
• Email: [email protected]
• Website: norlandsgroup.co.uk

If you contact us in writing, we will acknowledge receipt and respond as soon as reasonably practicable.