STANDARD TERMS & CONDITIONS OF BUSINESS


These Terms and Conditions outline how we work together to ensure a smooth and fair experience for gas, plumbing and energy services. Please read them carefully and contact us with any questions before work begins.

1. Definitions

  • “We,” “Us,” or “Our”: Carbon Cutters Limited, a company registered in England and Wales.
  • “You” or “Customer”: The person or organization hiring us for services or goods.
  • “Engineer”: Our appointed representative who carries out the work.
  • “Services”: Any work we perform, such as gas installations, maintenance, or inspections.
  • “Materials”: Hardware or fittings we supply for the job.
  • “Emergency”: An urgent situation requiring immediate action to prevent harm, damage, or significant disruption, as reasonably determined by us.

2. How We Agree on Work

2.1 Accepting a Job

  • For jobs valued at £250 or more (excluding emergencies), we’ll provide a written quotation detailing the scope, costs, and timeline. You can accept it by signing it or confirming in writing (e.g., email).
  • For jobs under £250 or emergencies, we may start work without a formal quotation if you give verbal or written approval (e.g., over the phone or email). We’ll confirm costs with you as soon as possible.
  • By instructing us to start work, you agree to these Terms and Conditions.

2.2 Quotations

  • Quotations are valid for 30 days from the date of issue unless we withdraw them earlier (which we may do for any reason).
  • A quotation is only binding if provided in writing and signed by our authorized representative.
  • The quoted price covers the specified work, but additional charges may apply if:
  • You request extra work not included in the quotation.
  • Material costs increase beyond our control.
  • Unexpected work is needed that we couldn’t reasonably foresee when preparing the quotation.
  • We discover an error in the original quotation (we’ll provide a new one).
  • The work is at a different property than specified.
  • For landlord gas safety certificates, the price includes inspecting up to two gas appliances. Additional appliances will incur extra charges.

2.3 Fixed-Price Services

  • Some services, like routine inspections, have fixed prices, which we’ll confirm before starting. These may vary by postcode and incur additional fees for work outside 8:00 AM–5:00 PM, Monday to Friday.

3. Charges for Non-Quoted Work

For jobs not covered by a fixed-price quotation (e.g., hourly rate work or emergencies):

  • Labour: Charged at our standard hourly rate, starting when our engineer arrives at your property. If we need to collect keys or materials from another location, travel time may be added. Emergencies will incur a call-out fee above our standard rate and a premium for any time outside of our usual working hours.
  • Materials: Charged at cost plus a reasonable markup to cover sourcing and handling.
  • Additional Costs: You may be charged for:
  • Parking fees (including on-site parking if required) or London Congestion Charges.
  • Travel time if you fail to provide access at the scheduled time (minimum one-hour charge at our standard rate).
  • Cancellation fees (see Section 9).
  • Time spent addressing damage or issues you ask us to fix, plus a 25% fee for arranging repairs.

4. Payment Terms

  • We’ll issue an invoice upon job completion, during the work (interim payments), or as agreed. For larger jobs, a deposit (amount to be agreed before work starts) may be required to cover materials or time allocated, with the balance due on completion or through interim payments as agreed.
  • Payment is due immediately for non-account customers or within 30 days for account customers.
  • Late payments incur interest at 7.5% above the Bank of England’s base rate from the due date until paid in full.
  • If payment is overdue, we may pause work until the invoice is settled.
  • You’re responsible for paying our invoices unless we’ve agreed in writing that a third party (e.g., a landlord) is liable.
  • We accept debit/credit cards (except American Express, max £1,000 including VAT), BACS or cash.

5. Your Responsibilities

  • Access: Ensure clear access to the property and obtain any necessary permissions (e.g., from landlords or third parties) for us to perform the work.
  • Safety: Provide a safe working environment, free from hazards like unsafe gas or electrical conditions.
  • Information: Inform us of any pre-existing issues or prior work by others that might affect our services.
  • Waste: Unless agreed in writing, you’re responsible for removing waste materials from the site.
  • If you fail to meet these responsibilities, you’ll cover any resulting costs or losses we incur, except where caused by our negligence.

6. Our Work and Guarantees

  • Completion Dates: We aim to start and finish work as agreed, but dates are estimates. We’re not liable for delays due to factors beyond our control (e.g., material shortages).
  • Inspection: Please inspect our work upon completion. If you believe it doesn’t meet the agreed standard, notify us in writing within 7 days with details. Without such notice, the work is presumed satisfactory.
  • Guarantee: We’ll repair defects in our workmanship (not materials) for 12 months from completion, provided:
  • You notify us in writing within the 12-month period.
  • You allow us to inspect the work.
  • The defect is due to our fault and not caused by misuse, third-party interference, or pre-existing issues.
  • Exclusions: Our guarantee doesn’t cover:
  • Materials (covered by manufacturer warranties, which we’ll help transfer to you).
  • Blockages in drainage systems.
  • Work done against our advice.
  • Pre-existing system issues or faults not caused by us.
  • Boilers or plumbing repairs (60-day warranty applies).
  • Frozen pipes or asbestos-related issues.

7. Cancellations

  • If you cancel a job after instructing us but before completion, you’ll cover our costs (e.g., materials ordered) and lost profit, as outlined in Section 4.
  • Cancelling an appointment within 24 hours of the scheduled time incurs a fee of 50% of the estimated labour cost or one hour’s labour charge, whichever applies.
  • If a third party (e.g., a managing agent) books the appointment, cancellation or no-access fees still apply.
  • Deposits for accepted quotations are non-refundable if you cancel with less than 14 days’ notice.

8. Materials

  • Ownership of materials remains with us until full payment is received. Until then, we may repossess materials, and you grant us access to do so.
  • Risk for materials passes to you upon delivery to your property. You should insure them against damage or loss.
  • If you reject installed materials, you’ll cover removal costs at our standard hourly rate.

9. Liability

  • We’re liable for repairing defects caused by our negligence, death or personal injury due to our fault, or damage to your property caused by our negligence.
  • We’re not liable for:
  • Issues caused by your failure to disclose relevant information.
  • Damage from pre-existing conditions or third-party work.
  • Delays or material shortages beyond our control.
  • Work altered by others or defects from misuse.
  • Frozen pipes, asbestos, or recurring blockages.

10. Complaints

  • If you’re unhappy with our work, contact us in writing within 14 days at:
  • Carbon Cutters Limited, Charter House, Stansfield Street, Nelson BB9 9XY, or info@carboncutters.co.uk.
  • We’ll arrange to inspect the work within 7 days and provide a written response within 7 working days after investigation.
  • Don’t alter or allow others to alter the work before we inspect, as this may void our guarantee.
  • If we can’t resolve your complaint, you can contact the Dispute Resolution Ombudsman at 0117 981 6192 or http://www.disputeresolutionombudsman.org/which-trusted-traders-partnership/.

11. Privacy

  • We collect your name, address, email, phone number, and payment details to provide our services, comply with legal obligations, and register manufacturer guarantees.
  • We store your data securely and may share it with regulators (e.g., Gas Safe), manufacturers, or debt collection services if needed.
  • Data is kept as long as required by law or for the duration of your service needs. Payment details are destroyed after each job.
  • You have rights to access, correct, or request deletion of your data. Contact us at info@carboncutters.co.uk for details.

12. General

  • These terms form the entire agreement between us and override any conflicting terms you provide.
  • Any changes must be agreed in writing by both parties.
  • If any term is found invalid by a court, the remaining terms remain enforceable.
  • This agreement is governed by the laws of England and Wales.
  • These terms apply from 01 July 2025.

Thank you for choosing Carbon Cutters Limited. We’re committed to delivering high-quality service.