RARE Heating & Plumbing Services020 7458 4949
Legal

Service Terms & Conditions

Last updated: July 2026

1. Our Commitment to You

These Service Terms outline the guarantees, professional standards and operational policies that apply to every job carried out by RARE Heating & Plumbing Services Ltd ("RARE", "we", "us", "our") for our luxury residential clients across London. Our aim is to provide a discreet, white-glove standard of service befitting the homes we work in.

2. Professional Standards

  • All engineers are Gas Safe registered (Reg. No. 514171) and fully insured
  • Engineers arrive in branded uniform, use shoe covers and floor protection in every home
  • Work areas are left clean and tidy at the end of every visit
  • Photo ID is provided on request for every engineer entering your property
  • All work complies with current UK Gas Safety and Building Regulations

3. Our Guarantees

  • Workmanship guarantee: all labour is guaranteed for 12 months from completion
  • Manufacturer warranty: parts and appliances are covered by the relevant manufacturer's warranty, registered on your behalf where applicable
  • Fixed-price quotes: agreed prices will not change once work has begun, unless additional work is requested or unforeseen issues are discovered and agreed with you first
  • Same-day response: for members and priority callouts, subject to availability

4. Booking & Cancellation Policy

Appointments can be rescheduled or cancelled at no charge with at least 24 hours' notice. Cancellations made with less notice, or missed appointments where access could not be gained, may incur a call-out charge to cover engineer time.

5. Access & Discretion

We understand that access to your home is a matter of trust. Key holding, alarm codes and access instructions are treated as strictly confidential and only shared with the engineer assigned to your job. We do not discuss client details, property information or work undertaken with any third party without your consent.

6. Pricing & Payment

Rates are provided in advance of any work being carried out and exclude materials unless stated otherwise. All prices are subject to VAT. Payment is due on completion of works unless otherwise agreed in writing, or as set out in your membership or maintenance plan.

7. Membership & Maintenance Plans

Clients on a PPM (Planned Preventative Maintenance) or membership plan receive services in line with the schedule and inclusions set out in their plan documentation. Plans renew annually unless cancelled with written notice in accordance with the plan terms provided at sign-up.

8. Liability

RARE holds full public liability insurance. We take reasonable care to protect your property during all works. Any damage caused directly by our negligence will be rectified at our cost. We are not liable for pre-existing faults, wear and tear, or issues arising from work carried out by other contractors.

9. Changes to These Terms

We may update these Service Terms from time to time to reflect changes in our operations or regulatory requirements. The current version will always be available on this page.

10. Contact Us

For any questions about these Service Terms, please contact us: