RARE Heating & Plumbing Services020 7458 4949
Legal

Terms of Service

Last updated: September 2026

1. Introduction

These Terms of Service ("Terms") govern the provision of plumbing, heating and related services by RARE Heating & Plumbing Services Ltd ("RARE", "we", "us", "our") to clients ("you", "your") in London and the surrounding area. By engaging our services, booking an appointment, or accepting a quote, you agree to be bound by these Terms.

2. Definitions

  • "Services" means the plumbing, heating, boiler, electrical and related works we agree to carry out for you.
  • "Quote" means a written estimate or fixed-price proposal provided by us for the Services.
  • "Appointment" means a scheduled visit by one of our engineers to your property.
  • "Materials" means parts, appliances and consumables supplied as part of the Services.

3. Quotes and Pricing

  • All Quotes are provided in writing and remain valid for 30 days from the date of issue unless stated otherwise.
  • Fixed-price Quotes will not change once work has begun, unless additional work is requested by you or unforeseen issues are discovered and agreed with you in writing before proceeding.
  • Hourly-rate work is charged in accordance with our current rate card, which is available on request and published on our pricing page.
  • All prices exclude VAT unless explicitly stated otherwise.
  • Materials are charged at cost plus a handling margin, as set out in your Quote.

4. Appointments and Access

  • Appointment times are agreed in advance. We offer morning, afternoon and evening slots and will provide a narrower arrival window where possible.
  • You must provide safe and reasonable access to the property and the work area, including clear space around boilers, pipework and appliances.
  • If access cannot be gained at the agreed time, a call-out charge may apply to cover engineer time and travel.
  • We require an adult (18+) to be present for the duration of the Appointment unless prior arrangements have been made (for example, key-holding under a membership plan).

5. Cancellations and Rescheduling

  • Appointments can be rescheduled or cancelled at no charge with at least 24 hours' notice.
  • Cancellations made with less than 24 hours' notice, or missed appointments where access could not be gained, may incur a call-out charge.
  • For larger installation projects, a deposit may be required. Deposit terms will be set out in your Quote and are non-refundable where work or materials have been ordered on your behalf.

6. Payment Terms

  • Payment is due on completion of the Services unless otherwise agreed in writing or as set out in your membership or maintenance plan.
  • For larger projects, staged payments may be agreed in your Quote (for example, deposit on order, balance on completion).
  • We accept payment by bank transfer, debit card and credit card. Payment details are provided on your invoice.
  • Overdue accounts may be subject to interest and recovery costs in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 where applicable.

7. Our Service Standards

  • All engineers are Gas Safe registered (Reg. No. 514171) and fully insured.
  • Engineers arrive in branded uniform, use shoe covers and floor protection, and leave work areas clean and tidy.
  • All work complies with current UK Gas Safety, Building Regulations and Water Supply (Water Fittings) Regulations.
  • We provide all relevant compliance documentation on completion, including Gas Safe certificates and Building Regulations notifications.

8. Warranties and Guarantees

All installation labour is guaranteed for 24 months from completion. Manufacturer warranties apply to all appliances and parts we supply. Full details of warranty coverage, including what is and is not covered, are set out on our Warranty Information page. Our Service Terms also apply to every job.

9. Your Responsibilities

  • You must provide accurate information about your property, system and the issue requiring attention.
  • You must inform us of any known hazards at the property (for example, asbestos, fragile flooring, or pets) before the Appointment.
  • You must ensure the work area is accessible and that valuables and fragile items are moved clear before our arrival.
  • You are responsible for maintaining the system in accordance with manufacturer instructions and our advice, including annual servicing.

10. Limitation of Liability

  • RARE holds full public liability and professional indemnity insurance. 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.
  • We are not liable for consequential or indirect losses (for example, loss of business, loss of rental income, or hotel costs) except where such losses are foreseeable and caused by our breach of these Terms.
  • Our total liability in respect of any single claim is limited to the amount paid by you for the Services giving rise to the claim, or £50,000, whichever is greater.

11. Complaints

We take complaints seriously and aim to resolve all issues promptly. If you are dissatisfied with any aspect of our service, please contact us at hello@rareplumbing.london or on 020 7458 4949. We will acknowledge your complaint within 2 working days and provide a substantive response within 10 working days. If we cannot resolve the matter, you may refer it to the relevant alternative dispute resolution scheme.

12. Force Majeure

We are not liable for any delay or failure to perform our obligations where the cause is beyond our reasonable control, including (without limitation) severe weather, industrial action, fuel or supply shortages, pandemic restrictions, or the actions of third parties. We will notify you as soon as reasonably practicable and take steps to minimise the impact on you.

13. Governing Law and Jurisdiction

These Terms are governed by and construed in accordance with the laws of England and Wales. Any dispute arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

14. Changes to These Terms

We may update these Terms from time to time to reflect changes in our operations, services or regulatory requirements. The current version will always be available on this page, and the "Last updated" date above will reflect the most recent revision.

15. Contact Us

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