Legal

Terms & Conditions

These Terms govern every job we carry out. Please read before booking. We strongly recommend any business-critical reliance on these Terms be reviewed with your own legal counsel.

Effective date: 26 May 2026
Last reviewed: 26 May 2026
Provider: 247 Rapid Response Ltd, Companies House #14505329, England & Wales.

1. Definitions & contract formation

1.1. "We", "us", "our" means 247 Rapid Response Ltd. "You" or "Customer" means the person or entity booking the services. "Engineer" means any qualified tradesperson directly employed or sub-contracted by us. "Services" means the plumbing, repair, installation or compliance work described in your booking.

1.2. A binding contract is formed when (a) we accept your booking by phone, online form, email, WhatsApp or app and (b) the On-Site Diagnostics Fee (where applicable) has been paid or authorised. We reserve the right to refuse any booking at our discretion.

2. Booking, on-site diagnostics fees & payment upfront

2.1. On-site diagnostics fees are payable upfront at the rates published on our pricing page. Payment by card, bank transfer or other agreed method must be received before an Engineer is dispatched.

2.2. The on-site diagnostics fee is non-refundable for emergency dispatch. Once the Engineer has been notified, the time, fuel and van capacity are committed to your booking.

2.3. For non-emergency bookings only, you may reschedule free of charge with at least 24 hours' written notice to our office, subject to our acceptance and engineer availability. Rescheduling inside 24 hours, or no-shows, will result in the on-site diagnostics fee being retained.

2.4. Final payment for labour, materials and any agreed fixed-price quote is due on completion of the work, by card, bank transfer, or cash. 247 Rapid Response does not charge interest or late-payment fees on unpaid invoices. Where an invoice is overdue we send written payment reminders. Where no payment or agreed remediation is reached within a reasonable period after reminders, the matter is referred to an external debt collection agency for recovery; any third-party collection costs incurred at that stage become payable by the Customer in addition to the invoice amount. Customers in genuine financial difficulty are encouraged to contact us early so a payment plan can be agreed.

3. Hourly rates, time billing & out-of-hours classification

3.1. Hourly labour rates are as published. Three tiers apply based on the time the Engineer is on site:

Day rate, Monday to Friday, 7am to 6pm.
Evening rate, Monday to Friday 6pm to 11pm. Saturday and Sunday 7am to 6pm.
Late night rate, Monday to Friday 11pm to 7am. Saturday and Sunday 6pm to 7am.

3.2. Labour is billed with a one-hour minimum. Time after the first hour is billed in 30-minute increments. Time spent on site is calculated from the Engineer's arrival to the Engineer's departure (including time taken to source emergency parts within reason).

3.3. All published rates are exclusive of VAT unless explicitly stated otherwise. VAT is charged at the prevailing UK rate.

4. Materials & markup

4.1. Where materials are supplied by us, they are charged at our trade cost plus a thirty percent (30%) markup. Material costs and supplier references are itemised on the final invoice.

4.2. The Customer may, at their discretion, supply their own parts. Where customer-supplied parts are used, the 12-month workmanship guarantee under clause 8 does not extend to the parts themselves. We reserve the right to refuse to fit any part we judge unsafe, unsuitable, non-compliant, or counterfeit.

5. On-site fixed-price quotes

5.1. The Engineer may, at their professional discretion, convert hourly billing to a fixed-price quote on site. Such quotes will be presented to the Customer in writing (paper or digital signature) before any further work proceeds.

5.2. No work beyond the initial diagnostic / first hour will be carried out without the Customer's written approval of either the hourly continuation or the fixed-price quote.

6. Access & site readiness

6.1. The Customer is responsible for ensuring the Engineer has safe and lawful access to the property at the agreed time. Where access is denied, delayed by more than 30 minutes, or the working area is not reasonably ready, the Engineer is entitled to depart and retain the on-site diagnostics fee.

6.2. The Customer must disclose all relevant property hazards in advance, including known asbestos, structural concerns, or biological hazards.

7. Cancellation & rescheduling

7.1. Under the Consumer Contracts Regulations 2013, off-premises consumer contracts ordinarily carry a 14-day cooling-off period. By requesting an emergency callout, you expressly waive this right under regulation 36 (urgent repairs and maintenance services), and acknowledge that work may begin before the 14-day period expires.

7.2. For non-emergency bookings, you may cancel free of charge any time up to 24 hours before the agreed appointment. Cancellation inside 24 hours forfeits the on-site diagnostics fee.

8. Workmanship guarantee

8.1. We guarantee our workmanship for twelve (12) months from the date of completion against defects caused by faulty installation or repair on our part.

8.2. The guarantee does not cover: damage caused by misuse, accidental damage, normal wear and tear, customer-supplied materials, third-party interference, force majeure, or failures arising from pre-existing faults disclosed at the time of work.

8.3. Manufacturer warranties on parts apply on top of our workmanship guarantee. Manufacturer warranty periods vary by part and are passed through to you in full.

9. Customer responsibilities

9.1. The Customer warrants they have authority to instruct the work (e.g. they own the property or have landlord consent).

9.2. The Customer must take reasonable steps to mitigate damage during an emergency before the Engineer arrives (e.g. turning off the stop tap, isolating electrical circuits where safe).

10. Limitation of liability

10.1. Our total aggregate liability arising out of or in connection with any one job is limited to the lesser of (a) the total fees paid for that job, or (b) £50,000, except where liability cannot be limited at law (e.g. death or personal injury caused by our negligence, fraud, or breach of statutory consumer rights).

10.2. We are not liable for any indirect, consequential, special, punitive, or economic loss including (without limitation) loss of profit, loss of business, loss of data, loss of opportunity, loss of revenue, loss of contract, loss of use, damage to reputation, or any incidental costs (alternative accommodation, food spoilage, plant or fixture damage that pre-existed the Engineer's arrival).

10.3. We exclude all warranties, conditions, and representations not expressly set out in these Terms to the fullest extent permitted by law. Nothing in these Terms affects your statutory rights as a consumer under the Consumer Rights Act 2015.

10.4. Pre-existing condition disclaimer. We are not liable for any failure of, or damage caused by, plumbing, gas, electrical, drainage, or building fabric that pre-existed our attendance, or for any latent defect that becomes apparent during or after our works whose root cause is unrelated to our workmanship. The Engineer documents the condition of the relevant fabric on arrival; the Customer is deemed to accept that documentation unless contemporaneous written objection is provided before chargeable work commences.

10.5. Liability cap on quoted variations. Where the scope of work changes during attendance (e.g. additional faults uncovered, parts required that were not visible at quote stage), our liability for any consequential cost arising from the variation is limited to the value of the variation itself.

10A. Customer indemnification of the Company

10A.1. The Customer shall indemnify, defend, and hold harmless 247 Rapid Response Ltd, its directors, employees, contractors, and agents from and against any and all claims, demands, suits, actions, judgments, settlements, losses, damages, costs, and expenses (including reasonable legal fees) arising out of or in connection with:

10A.2. (a) any breach by the Customer of these Terms; (b) the Customer's failure to disclose material information about the property, plumbing system, gas supply, drainage layout, or pre-existing condition at the time of booking or on arrival; (c) any instruction given by the Customer that the Engineer reasonably warned would be inadvisable or unsafe, where the Customer nonetheless required the work to proceed; (d) any unauthorised modification, repair, or interference with our work after completion by the Customer or any third party; (e) any third-party claim arising from a condition the Customer had a duty to disclose or remedy; and (f) the Customer's failure to mitigate damage during an emergency as required by clause 9.2, to the extent that damage was reasonably preventable.

10A.3. This indemnity applies to the fullest extent permitted by law and survives termination or completion of the Job.

11. Complaints & dispute resolution

11.1. If you are dissatisfied with any aspect of our service, please contact us within 14 days of completion at info@247rapidresponse.co.uk with a clear description of the issue and any supporting evidence. We will acknowledge within 3 working days and aim to resolve within 28 days.

11.2. Mandatory complaints process. Failure to raise a complaint within the 14-day window, or failure to allow us reasonable access to inspect and remedy the alleged defect before instructing a third party, shall be treated as full and final acceptance of the work, save where rights cannot be limited at law.

11.3. If a resolution cannot be reached through the complaints process, the parties shall use reasonable endeavours to resolve the dispute through Alternative Dispute Resolution (ADR) via a Trading Standards approved provider before commencing court proceedings, except where urgent interim relief is required. Nothing in this clause prevents either party from issuing court proceedings to protect a limitation period.

11.4. The Customer shall not disparage the Company in print, online, or to any third party regarding the Job until the complaints process at 11.1 to 11.3 has been completed in good faith. This clause does not restrict any right of honest review or any statutory right of complaint that cannot be contracted out of at law.

12. Data privacy / GDPR

12.1. Personal data collected during a booking (name, address, phone, email, payment details) is processed in accordance with our Privacy Policy and UK GDPR / Data Protection Act 2018.

13. Force majeure

13.1. Neither party shall be liable for failure to perform obligations caused by events outside reasonable control, including extreme weather, pandemics, government action, civil unrest, supplier failure, or unforeseen industrial action. We will use reasonable efforts to reschedule or refund as appropriate.

14. Governing law

14.1. These Terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction over any dispute, except that consumers in Scotland or Northern Ireland may also bring proceedings in their local courts.