1. Introduction
Being a provider of 24 Hour Emergency Plumbing & Drainage Services - We work to ensure that all customers receive a quality service. All plumbers are qualified engineers and insured that you can trust and this also allows MSJ Plumbers Limited to deliver a level of professionalism and service that can be trusted every time.
1.1 Duty
‘MSJ Plumbers’ is to arrange the goods and/or services of an appropriately verified, qualified emergency plumber.
1.2 Principles of collaboration
MSJ Plumbers’ act as agent on behalf of the relevant emergency plumber (who will accordingly be the principal that you will deal with in relation to this contract) who then works as their own separate legal business entity or sole trader and takes full responsibility for the quotations/work carried out.
1.3 Method of collaboration
In most cases, the administration of the work confirmation arrangements (contract formation) by email, invoicing and payment collection will be completed by us on behalf of the engineer.
2. Payment policy
Payment is to be made upon completion of service, and to be paid as instructed upon the invoice you will receive (unless instructed differently by us). The payment methods will be either online banking, card payment or cash.
2.1 Job time
Start time is upon the engineers arrival, followed by a first inspection of the work required to be undertaken, and job time also includes reasonable time acquiring goods and/or other materials needed up to half an hour (30 minutes), with finish time being once the plumbing report has been submitted to the office from the relevant engineer at which point you will receive your invoice.
2.2 Time that is chargeable
Below are two examples of time that are chargeable:
A) Time that is chargeable is from the arrival/start time stated on the confirmation email up until the completion of the procedure where an invoice will be sent.
B) Time that is chargeable is from the arrival/start time stated on the confirmation email up until the customer cancels/stops the time.
2.3 Definition of rates and charges
The rates that we charge are stated under the procedure and will appear as:
Rate(s) (Per half an hour or part of half an hour) or Rate(s) (Per hour or part of an hour)
This means we charge for the hour and charge an hour as part of an hour.
Below are two examples: If the rate is per hour or part of an hour.
Example 1: 20 minutes will be charged as an hour labour with the amount of the rate shown.
Example 2: 1 hour and 20 minutes will be charged as 2 hours labor with the amount of rate shown.
Below are two examples: If the rate is per half an hour or part of a half hour.
Example 1: 20 minutes will be charged as half an hour of labor with the amount of the rate shown.
Example 2: 45 minutes will be charged as two half an hours labor with the amount of rate shown.
You will be charge either by half hour units or hourly units depending on the procedure
2.4 Other charges
All charges will incur admin fee (Administration fee).
2.5 Materials
As this is an emergency service, customers acknowledge that materials may be required for the work to proceed. Materials that do not require customer preference are likely to not be discussed prior to the job completion unless they are cosmetic materials/items like taps, shower mixers that require the customers preference. Customers will incur an additional charge if any goods and/or other materials are used that are necessary to complete the job (The ‘procedure’ stated above). The engineer will be able to provide you with specific information regarding the required materials upon request.
2.6 Technical information related to the job
Customers are to communicate directly with the engineer on site for any queries regarding the duration or technical aspects of the job.
2.7 Unpaid invoices
A penalty of daily interest rates will be applied on the total amount of the invoice and possible legal action will be taken if payment is not made on completion of the job upon receipt of the invoice.
3. Damages
By accepting this agreement, you (the customer) give permission for our engineer to access necessary areas in your property. This access is required to investigate and fix plumbing issues or leaks. The engineer may need to:
Please note: While we will take all reasonable care, we are not responsible for repairing any areas that may be damaged while accessing the plumbing issue. This includes walls, floors, or other structures that might need to be opened to reach the problem.
4. Liable payee
The Liable payee is the person who summons our services and accepts this contractual agreement for the above stated procedure to be carried out, Payment is on completion on receipt of the invoice.
4.1 Liable payee
Whether you are a tenant, letting agency or landlord, the person who accepts this contract is legally bound as the liable payee.
4.2 Liability of payment protocol
If there are any unforeseen circumstances such that there is a failure of communication and/or the liable payee cannot be reached. The liable payee agrees now and gives consent for any occupiers of his/her property to make payment on their behalf. The liable payee agrees that they will then make reimbursement to the occupiers (in early course).
4.3 Complaints regarding the job
Should there be any unforeseen incidents, disputable occurrences or complaints regarding any aspect of the job taking place, the client must contact our office (or must request the engineer to contact our office) during the time when the engineer is working. Failure to do so may make any subsequent complaint null and void.
4.4 Complaints regarding the job
This company will only communicate with the liable payee in relation to a job. We do not communicate with 3rd parties in relation to any aspect of a job.
4.5 Complaints regarding the job
If you experience ongoing plumbing issues related to work performed by an engineer we connected you with, you must contact us immediately. This allows us to address your complaint and potentially rectify the issue by sending the same or a new engineer. This policy includes situations where you might consider using another company for repairs. Please inform us of any persistent problems and allow us adequate time to validate and address them before seeking alternative solutions.
Failure to do so may make any subsequent complaint null and void.
4.6 Definition of immediate services contract
As this is an emergency service, our quotation, your acceptance, and the service are intended to be completed promptly upon the first visit (unless specific goods or materials need to be ordered, resulting in additional visits). By accepting this email, you acknowledge and understand that this contract forms part of a circumstance where your right to a cooling-off period or 14-day cancellation period is inappropriate (and is accordingly waived).
4.7 Authorising works
To authorise the work, please reply to this email with the word "Accepted" or similar language indicating your agreement. You can include this in either the subject line or the body of your reply email. This confirmation is necessary to proceed with the plumbing service and indicates your acceptance of our terms and conditions.
4.8 Stopping the work
You the customer may stop the time at any point by contacting the office or through the engineer on site, this will stop the time and you will be invoiced for time spent until that moment.
Yours sincerely,
MSJ Plumbers
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