Terms & Conditions
These Terms of Business form part of the contract entered into between you and WPJ Services Limited - we recommend that you read them carefully as they affect your legal rights and liabilities. If you have any concerns they should be raised at the earliest opportunity and in any event prior to work commencing.
1.1 For the purpose of these Terms of Business the following definitions shall apply:
The "Company" means WPJ Services Limited.
The "Customer" means you, the person or organisation with whom the Company has entered into a contract for the supply of goods and/or services.
The "Engineer" means the representative appointed by the Company to perform the agreed work.
"Labour" means all time spent by the Engineer in carrying out work on behalf of the Customer, including all reasonable time spent in obtaining materials.
"Materials" means, in respect of each job, all hardware and fittings installed, supplied and/or purchased on behalf of the Customer by the Company.
2. Fixed Price Work
2.1 Fixed price work shall be quoted for in advance by the Company. The quoted price shall represent the total amount (exclusive of VAT) to be paid by the Customer for the specified work, however this amount may be revised by the Company in the following circumstances:
(a) if after submission of the quote the Customer instructs the Company (whether orally or in writing) to carry out additional work that is not referred to in the quote (such additional work to be charged on an hourly rate basis in accordance with paragraph 3 below);
(b) if after submission of the quote there is an increase in the source cost of the Materials;
(c) if after submission of the quote it is discovered that additional work needs to be carried out that was not reasonably anticipated when the quote was prepared (such additional work to be charged on an hourly rate basis in accordance with paragraph 3 below); and/or
(d) if after submission of the quote it is discovered that there was a manifest error in the Company's preparation of the quote.
2.2 The Company shall only be bound by quotes provided to the Customer in writing and signed by a duly authorised representative of the Company; an estimate provided orally shall not amount to a binding quote. The Customer may accept a quote either orally or in writing but in the absence of express communication the Customer shall be deemed to have accepted a quote at the time it instructs the Company to perform the quoted for work.
2.3 Quotes provided by the Company are valid for 30 days from the date of the issue. This does not affect the Company's right to withdraw a quote at any time prior to its acceptance.
2.4 The following work is also carried out at a fixed price:
Landlord Gas Safety Certificates, £90 (excluding VAT)
Boiler Servicing, £90 (excluding VAT)
These prices vary outside 8am-6pm on Mondays to Fridays, as shown on the rates page on the website.
3. Hourly Rate Work
3.1 In the absence of an accepted quote (in accordance with paragraph 2.2) the amount charged to the Customer shall comprise:
(a) Labour charged at the Company's applicable hourly rate set out in paragraph 3.2;
(b) the Company's charge in respect of the Materials, on which the Company reserves the right to charge a mark-up fee on the cost price to the Company as a means of covering time and effort involved in sourcing and obtaining such Materials; and
(c) any of the incidental costs set out in paragraph 3.3.
3.2 The Company's hourly rates are as follows:
Monday - Friday, 8.00am to 6.00pm: £85 per hour (excluding VAT)
Monday - Friday, and all day Saturday, 6.00pm to 8.00am: £130 per hour (excluding VAT)
Sundays and Bank Holidays, 8.00am to 6.00pm: £170 per hour (excluding VAT)
Sundays and Bank Holidays, 6.00pm to 8.00am: £195 per hour (excluding VAT)
The first hour will be charged in full thereafter part hours will be charged as follows:
Under 30 minutes work: Half the hourly rate
Over 30 minutes work: Full hourly rate
The Company reserves the right to change its current hourly rate on 14 days written notice to the Customer.
3.3 The Company shall be entitled to recover the following costs from the Customer:
(a) all reasonable parking expenses incurred by the Company and the Engineer in attending the Customer's property (and/or the premises of its preferred suppliers).
(b) all London Congestion Charge payments incurred by the Company and the Engineer in attending the Customer's property (and/or the premises of its preferred suppliers).
(c) a charge of £85+VAT (per occurrence) in the event that the Customer fails to provide the Company and/or Engineer with access to the property at a time that has been scheduled for work or an inspection to take place.
4. Payment and Customer Liability
4.1 The Company shall invoice the Customer on completion of the work, or earlier by written or oral agreement between the parties.
4.2 The Customer shall pay each invoice submitted to it by the Company within 14 days of receipt. Any part of an invoice that has not been paid by its due date shall attract interest at the rate of 4% above the Bank of England base rate from the due date up until the date that payment is received in full by the Company. The Customer is liable for all other costs incurred in obtaining recovery of the invoice in full.
4.3 In addition to charging interest, if the Customer fails to pay by its due date an invoice which it has been agreed will be issued prior to completion of the work, the Company reserves the right to suspend all further work until such invoice has been paid in full.
4.4 The Customer shall accept sole liability to discharge the Company's account unless it has disclosed in its initial instruction (and in any event prior to work commencing) that it is acting on behalf of a third party (including where such third party is a limited company, partnership or other corporate entity) and, if a quote has been accepted, the name of the third party appears on the quote.
4.5 If the Customer cancels its instruction prior to the work having been completed (including during the period prior to the work's commencement) the Customer shall be liable for all expenditure incurred by the Company on the Customer's behalf, together with the profit that would have been made by the Company if the work had been carried out in full and, if applicable, all of the Materials had been supplied in accordance with the Customer's original instructions.
4.6 The Customer shall be solely liable for any hazardous situation in respect of the Gas Safe Register regulations or Gas Warning Notice issued by the Company.
4.7 The Company may, without prejudice to any other rights it may have, set off any liability of the Customer to the Company against any liability of the Company to the Customer.
4.8 The Company reserves the right to charge for the initial hour’s labour should access to the property be not possible. This charge may be invoked if either the owner, tenant, agent or representative fails to arrive at the stated time, if the keys supplied for the property are ineffectual or if access is denied for any reason beyond the control of the Company. The Company also reserves the right to charge a fee should an appointment be cancelled within 24 hours of its scheduled time.
5. Guarantee and Company Liability
5.1 If, within 12 months of the date of an invoice issued by the Company, the Customer gives notice in writing to the Company that it is not wholly satisfied with the work to which the invoice relates, the Customer shall afford the Company (and its insurers if necessary) the opportunity to inspect the work and, if such work does not meet the standard originally contracted for, the Company shall carry out remedial works to restore it to such standard (the "Guarantee").
5.2 The Guarantee shall be for labour only in respect of faulty workmanship and shall not extend to faults, defects or wear and tear of Materials installed by the Company. The Company shall endeavour to transfer to the Customer the benefit of any warranty or guarantee given to the Company in respect of Materials installed by it.
5.3 The Guarantee will become null and void if:
(a) any of the work completed and/or Materials installed by the Company is subject to misuse or negligence by anyone other than the Company or its Engineers;
(b) any of the work completed and/or Materials installed by the Company is repaired, modified or otherwise tampered with by anyone other than the Company or its Engineers;
(c) the Customer has failed to service any of the Materials installed by the Company in accordance with the manufacturer's recommendations;
(d) the Customer has failed to carry out any supplementary work that was recommended by the Company or the Engineer as being necessary at the time the work was completed; or
(e) the invoice to which the work relates has not been settled in full in accordance with paragraph 4 (above).
5.4 The Guarantee shall not apply to work performed by the Company:
(a) in respect of blockages of waste and/or drainage systems or similar;
(b) at the instruction of the Customer against the oral or written advice of the Company or its Engineers; or
(c) on installations that are of inferior quality or that are over ten years old.
5.5 The Company shall accept no liability and shall not be held responsible for any loss, damage or defect (whether direct or consequential) resulting from:
(a) work that is not fully covered by the Guarantee.
(b) the unsuitability of any Materials supplied by the Customer.
(c) the late or non-attendance on site of an Engineer and/or the late or non-delivery of Materials.
5.6 Customers must note that(a)Engineers operate under their own Gas Safe registration and as such are solely responsible for all gas related work and subsequent liability, and (b), WPJ reserves the right to choose whether the work requested is carried out by employees of the company or by company-approved sub-contractors. Sub-contractors operate under their own insurance and assume liability for all work carried out.
5.7 Nothing in these Terms of Business excludes or limits the liability of the Company for death or personal injury caused by the Company's negligence or for any other matter in respect of which it would be illegal for the Company to attempt to exclude its liability.
5.8 In the event of a complaint relating to any service or installation in a property WPJ Services must be given the opportunity to address the issue by re-visiting the property to resolve any alleged complaint. WPJ Services cannot be held responsible if the opportunity to fully address the matter is not afforded to us. In the event of another company/contractor being called to the property to investigate or attempt to rectify an alleged complaint in preference to WPJ Services the company will accept no liability.
5.9 No allowance has been or will be made by WPJ Services for making good, unless specifically requested. WPJ Services cannot be held responsible for any damage caused in order to carry out the work required. Boiler or radiator swaps, for example, may involve the removal of an old appliance and the wall behind, or the cupboard space, may be altered in the process. When changing from a gravity-fed hot water system to a mains pressure one, no responsibility will be taken by WPJ Services for any ensuing problems with the existing plumbing such as tap washers letting by or leaks in soldered joints. In no instance can WPJ Services be held accountable for failures or defects arising from any pre-existing plumbing or workmanship in the property.
6. Title to Materials
6.1 Ownership of the Materials shall not pass to the Customer until the Company has received payment in full for i) the Materials and ii) all other amounts that have fallen due to the Company from the Customer on or before the date on which payment for the Materials has been made in full.
6.2 Until ownership of the Materials has passed to the Customer:
(a) the Company shall have absolute authority to repossess, sell or otherwise dispose of all or any part of the Materials;
(b) the Customer grants the Company, its Engineers, agents and employees an irrevocable licence at any time and without notice to enter any premises in which the Materials are, or are reasonably believed by the Company to be, stored or installed for the purposes of inspecting and/or removing them; and
(c) the Company shall be entitled to recover payment for the Materials notwithstanding that ownership of any of the Materials has not passed from the Company.
6.3 Notwithstanding paragraphs 6.1 and 6.2, risk for the Materials shall pass to the Customer at the time of their delivery to the Customer's premises and until such time as their ownership has passed to the Customer the Customer shall keep the Materials insured for their full price against all risks. On request the Customer shall provide a copy of the policy of insurance to the Company.
7.01 These Terms of Business form part of the offer for the supply of goods and/or services made by the Company to the Customer and shall become binding upon the Customer's acceptance of such offer.
7.02 These Terms of Business may only be varied by an agreement in writing signed by the Company and the Customer. A failure or delay by either party to exercise any of its contractual or legal rights or remedies shall not constitute a waiver of such right or remedy.
7.03 These Terms of Business shall prevail over any inconsistent terms of business (or similar) that are at any time provided or referred to by the Customer, or are implied by practice or trade custom.
7.04 The Company shall have no liability to the Customer if it is prevented from, or delayed in, performing any of its contractual obligations by any act, event or omission that is beyond its reasonable control. In such circumstances the Customer shall allow the Company a reasonable extension of time in which to complete the work.
7.05 If any provision of these Terms of Business is found by any court to be invalid, illegal or unenforceable, that provision shall be deemed not to form part of the contract between the Customer and the Company and the validity and enforceability of the other provisions shall not be affected.
7.06 The Company shall be entitled, with the consent of the Customer (such consent not to be unreasonably withheld), to assign or transfer any of its rights, and/or to sub-contract or delegate any of its obligations, to any third party.
7.07 Headings and titles in these Terms of Business shall not affect their interpretation.
7.08 These Terms of Business, and all other contractual rights and obligations arising between the Customer and the Company, shall be governed by, and construed in accordance with, the laws of England and Wales and shall be subject to the exclusive jurisdiction of the courts of England and Wales.
7.09 The offer of £10 off a future boiler service which can be obtained by prompt settlement of an existing invoice is valid for 12months from date of issue and is only redeemable against the exact same property for which the original invoice was raised. Discounts can not be aggregated or added together.
7.10 Upon completion of a new boiler installation or any major works entailing the draining of the heating system, the customer shall be afforded one further visit from the company to vent air from radiators ("bleed" them) should it be necessary to do so. This condition is only applicable for use within 60 days of completion of the works. Any other visits shall be chargeable.
7.11 The Company can only act upon the information given by the customer and act on the problems presented at the time of the Engineer's visit. It is the responsibility of the Customer to alert the Company to any pre-existing conditions and/ or relevant work that has been carried out by third parties which may affect our subsequent work and decisions at the property. If relevant information is withheld by the Customer, the Company can accept no liability for consequential issues.
Just wanted to say we are very pleased with the work Fred and Jordan did, many thanks for arranging this at such short notice. We'll definitely recommend WPJ to people and no doubt will have more work for ourselves in the future.
Clapham, June 2013
You were professional, courteous and prompt throughout the process
Battersea, June 2013
'You were so efficient and helpful!'
Balham, April 2013
Thanks to the gentleman who came out from your company - he was incredibly helpful and did a brilliant job.
Shepherds Bush, January 2013
I firstly want to thank you Nicci and Shaker for your outstanding customer service - you have both been fantastic and such a huge help when I was convinced (correctly it seems) i was being ripped off by another boiler engineer. I am a very happy customer - Nicci and Shaker you both delivered excellent service in a friendly manner. THANK YOU!
Wandsworth, August 2013
"Following a number of encounters with unreliable plumbers, one of whom kindly flooded our house, it was quite literally a breath of fresh air to be recommended to try WPJ Heating. The engineer arrived bang on time and fixed our problem within 40 minutes. Everything he said made sense. I feel relieved to have found a local plumber that I can trust."
Battersea, December 2011
"Boiler Service. Thank you so much for being so prompt, professional and courteous today whilst servicing the boiler in my property. I really appreciated the feedback you had and have left me with the piece of mind that everything was fine and normal."
Barnes, May 2011
WPJ were quick to respond, honest in their assessment of our plumbing problem and reasonably priced. The team were very polite and respectful of our house and cleaned up well after themselves. We'd have them back again any time.
White city, December 2010
Thanks to everyone who came here - they were all, without exception, very good in every respect.
Battersea, March 2013
The work was carried out to a very good standard, and I was pleased with the service.
Battersea, May 2013
I had an excellent experience with WPJ Heating. They responded to my ad very quickly and were very swift in sending an engineer round to my flat to give me a quote (less than 24 hours) - They explained to me in simple terms exactly what I needed and gave me a very reasonable quote. When the appliance needed to be fitted the engineer actually turned up 2 hours early, which was great (they called ahead to confirm), and fitted it. The engineer was very friendly and professional and did not waste any time. If I ever need anything like this done again I will be sure to contact Will at WPJ Heating.
Kensington, January 2012
We are very happy with the new boiler you guys fitted for us - it was a job well done and your customer service was first class, so thanks!
Kensington, October 2012
The installation of the boiler went perfectly and I'm delighted with the results. Very delighted. Andy was polite, punctual and professional. Please pass on my gratitude to him, he worked very hard. I really appreciate the way WPJ Heating have carried out the work and will have no hesitation recommending you to others.
Wandsworth, September 2012
Thankyou for excellent work and friendly service.
Hammersmith, October 2012
"Boiler Replacement. Used these guys to replace my boiler recently. Very good and swift service. They also followed up a day later to make sure that everything was in full working order. Neat and tidy and no dramas. All very good."
Wimbledon, Sept 2010
The new kitchen is absolutely great. You accommodated all our needs and made a difficult area become totally useable. Thank you very much for the smooth and trouble free service
Emma Jane M
Fleet Road, June 2013
Have now returned from holiday and would just like to say how pleased we are with the work done. Many thanks.
Barnes, August 2013
Your guys did a great job, many thanks.
Fulham, May 2013
"Boiler Installation. Top quality service, top quality work, top quality installation, top quality product, top quality price, top quality company, very satisfied customer!"
Balham, Aug 2009
I have used WPJ heating many times now and I can confidently say that they provide a great level of service. On more than one occasion I had been in a situation where plumbers had been unable to find out the cause of the issue and with one visit from WPJ it was all taken care of. I would definitely recommend them to other landlords.
Parsons green, November 2011
"Great Service. We have had a few different minor problems with our plumbing and the boiler over the past few years and WPJ have always been on hand to help. We were recommended their services and have since then passed on their details to all our friends. They are extremely punctual, courteous, helpful and above all very good value. We couldn't recommend them more highly."
Dulwich, Oct 2010
We both really appreciate your help with all this, very comforting to know we have someone like you looking after it all. Lynsey told me how professional and polite everyone has been.
Singapore, November 2013
I just wanted to say how pleased I am with the professional, helpful and efficient attitude that you guys have had throughout this process. At the risk of sounding like a testimonial on your website, I would not hesitate to recommend WPJ Heating.
Shepherds Bush, December 2011
Very happy with my new boiler, they also fixed a pressure problem (by creating a new connection to the mains). Work was completed on time, they provided the quickest quote and the works were scheduled in shortly after. Would recommend highly.
Southwark, June 2011
This is just a quickie to thank you for replacing my boiler so efficiently. Your guys were exemplary and a pleasure to have here.
Clapham, May 2013
I hired WPJ Heating to fix a cracked waste pipe in my hairdressing salon. The business has a high turnover so it is important to find a good tradesman who is reliable and professional as poor work and unreliability has a damaging effect on my business in the past. I arranged Will to arrive at 8am so the work could be completed before the start of our working day. Will arrived early and immediatly started work on the cracked pipe. I can not speak highly enough of Will he is friendly and helpfull and the job was completed without any problems and I can confidently say he is the best tradesman I have ever dealt with. Highly recomended. Thanks again.
Waterloo, March 2012
Very well managed process. Honest in what was possible and what not, doing the job in a timely manner and exactly as promised and agreed on. Would use again.
Wandsworth, June 2011
Your engineer Ed was very efficient and good to work with.
Kensington, May 2012
I just wanted to say thank you to your guys. Ed did such a fantastic job yesterday, it looks great. I will be sure to recommend you guys to all my clients. Many thanks, Keri.
Wimbledon, July 2013
Will, I just wanted to thank you for your excellent customer service yesterday. I've been really impressed with you and WPJ team since we first met and yesterday was another great example of your great attention to detail.
Battersea, September 2013
Just wanted to let you know Chas was fab today. They did a great job and, as ever, were brilliantly professional.
Ed completed several jobs for us and was extremely polite and helpful and professional. Despite all jobs being far more complicated than anticipated he dealt with them quickly and we are very happy with the final result and quality of the work. A company to trust!
Balham, October 2012
Had a really professional experience with Will. The work was done well and timely and had zero issues. Will definitely use again if need be.
Wandsworth, February 2012
"The job was done with the utmost efficiency by a young man who my wife and I think should be teaching the world about good customer relations. Very impressive! Thank you."
Kensington, Sept 2011
Thank you for your swift response in fixing my boiler.
Battersea, December 2011
On time and in budget. An invaluable service that solves the problem quickly.
Bank, June 2009
"PJ, that's awesome. The exact sort of advice that I try and give people for their bikes. Too many people just say 'replace it' because it's the easy option rather than having to think about it."
Balham July 2011
I have used the services of WPJ on a number of occasions and have found them to be very reliable and reasonably priced. When we urgently needed a new boiler, WPJ were able to remove the old one and put in the new one within a couple of days. I would be happy to recommend them to any of my friends or family.
Kingston, May 2011
Thanks for sending Fred round to sort out the link at 101 Lavender Sweep the other week. My neighbour, Angela, met him and said ' He's the nicest plumber I've ever met!'
Battersea, October 2013
WPJ look after our home's heating & plumbing needs and we have been very pleased with their professional and friendly service. Their team of engineers are responsive, efficient and reliable, quick to diagnose a problem and provide the best solution. They don't hang around either!
Balham, April 2013
Another extremely efficient visit by your boiler expert, who inserted the spare part in short order. You are very efficient all round.
Pimlico, September 2012
WPJ Heating are not only excellent at what they do, but also personable and reliable. I have used WPJ on several occasions and would not hesitate to recommend their services
Merton, April 2011
Very efficient - lovely helpful plumbers that came out and assessed the problem - they explained what the issue was, unfortunately it is a significant problem with the set up of our shower plumbing but they were able to provide a quote very quickly, and didn't charge for the call out.
Tooting, April 2012
I recommended WPJ to a friend who had a plumbing emergency in between Christmas and New Year. They responded immediately and sent an engineer out who had the problem resolved within the hour. Needless to say my friend was very pleased with the service and said he wouldn't hesitate to recommend WPJ in the future.
Fulham, March 2011
Thanks to WPJ Services for another excellent job
Wandsworth, July 2013
Chas was a great engineer and a pleasure to have around the house.
Kensington, October 2012
I wanted to say how pleased I was with Andy and Ben. [They] did a good job. It takes a certain type of person to work, successfully, in someone else's home and they were very competent, efficient, tidy and pleasant (which always helps!)
Chelsea, April 2013
Thank you so much, it was very easy working with you, and your team have done a fantastic job from start to finish, very impressed, and we'll definitely be recommending you to friends.
Wandsworth, May 2013
Just to say huge thank you again for the fantastic service, excellent communication throughout and a thoroughly professional job. Especially after all the time and messing about from other firms! It is so nice to have a warm house and hot water again!!
Forest Gate, November 2013
I had a WPJ engineer round to do an emergency job on my boiler. Very impressed with the whole process and him.
Earlsfield, March 2013
I wanted to thank you - well fred as he was brilliant and I will definitely use your company again
Putney, May 2013
Sorted out a leaky boiler at short notice, very reliable and fairly priced. Nice with service reminders and professional plumbers. I would thoroughly recommend WPJ Heating.
Battersea, March 2012
Just to say that Cat and I are absolutely delighted with the work on our heating and shower - top quality all round, and an excellent experience. Many thanks to yourself and the team for your hard work and professionalism.
Streatham, December 2012
Ed was very good. He was on time & very tidy. I am now very happy
Hammersmith, June 2013