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.
  • Materials: Charged at cost plus a 28% 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, [Insert Address], 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.

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