Terms and Conditions

These Terms and Conditions apply to all work carried out by Cousins Plumbing. By accepting a quote, booking a visit, or allowing work to proceed, the customer agrees to the terms below.

1. About Us

Cousins Plumbing provides domestic plumbing services, repairs, installations, maintenance, and related plumbing work for residential customers in Ashford, Kent and surrounding areas.

2. Quotes and Estimates

All quotes and estimates are based on the information available at the time they are provided. A quote is valid for 30 days unless otherwise stated. If additional work, materials, access issues, hidden faults, or unforeseen problems are discovered once work has started, these may result in additional charges. We will discuss any significant additional costs with the customer before proceeding where practical.

3. Call-Outs and Site Visits

A call-out or site visit may be chargeable, depending on the nature of the request, location, time required, and whether work is carried out. If a customer cancels a booking at short notice, or if we attend and cannot access the property, a charge may apply. Customers must ensure that someone is available at the agreed appointment time and that safe and reasonable access is provided to the work area.

4. Customer Responsibilities

The customer is responsible for ensuring the property can be safely accessed, the work area is clear and accessible, and water, electricity, stopcocks, valves, appliances, and relevant fixtures can be reached where required. Any known issues, defects, leaks, previous repairs, or system problems must be disclosed before work starts. Cousins Plumbing cannot be held responsible for delays, additional costs, or limitations caused by poor access, unsafe conditions, hidden defects, or incomplete information provided by the customer.

5. Materials and Parts

Where materials or parts are supplied by Cousins Plumbing, these will be charged as part of the invoice. All materials remain the property of Cousins Plumbing until payment has been received in full. If the customer supplies their own parts, fittings, appliances, or materials, Cousins Plumbing accepts no responsibility for their quality, suitability, missing components, incorrect sizing, defects, or compatibility with the existing system. Additional time spent dealing with unsuitable or incomplete customer-supplied items may be chargeable.

6. Existing Systems and Hidden Defects

Plumbing systems, fixtures, valves, pipework, appliances, and fittings may have existing wear, corrosion, scale build-up, poor installation, weak joints, or hidden faults. Cousins Plumbing is not responsible for pre-existing issues, deterioration, or faults that become apparent during or after work is carried out. Where an existing system is old, poorly maintained, badly installed, or affected by hard water, low pressure, corrosion, or scale, further work may be required and charged separately.

7. Additional Work

Only the work specifically agreed in the quote, estimate, written instruction, or booking will be included. Any additional work requested by the customer, or required due to unforeseen circumstances, will be charged separately. Where possible, we will explain the issue and agree the additional work before proceeding.

8. Payment Terms

Payment is due on completion of the work, unless otherwise agreed in writing. Invoices are payable on receipt. Payment can be made by bank transfer, debit card, credit card, Apple Pay, contactless payment, or any other method agreed by Cousins Plumbing. Cousins Plumbing reserves the right to request a deposit or advance payment for larger jobs, special-order parts, or materials.

9. Late Payment

If payment is not received by the due date, Cousins Plumbing reserves the right to charge interest and reasonable recovery costs in line with applicable UK late payment legislation. Unpaid invoices may be passed to a debt recovery service, and the customer may be liable for any reasonable costs incurred in recovering the debt.

10. Cancellations and Delays

Customers should provide as much notice as possible if they need to cancel or rearrange an appointment. Cousins Plumbing will make reasonable efforts to attend at the agreed time, but appointments may be affected by traffic, emergency jobs, supplier delays, weather, or circumstances beyond our control. We will aim to communicate any significant delay as soon as reasonably possible.

11. Liability

Cousins Plumbing will carry out work with reasonable care and skill. We are not liable for pre-existing faults or damage, hidden defects in pipework, fittings, appliances, or systems, damage caused by poor existing installation or previous repairs, loss or damage caused by customer-supplied parts, issues caused by misuse, neglect, lack of maintenance, scale, corrosion, blockages, or third-party work, or loss of income, loss of business, inconvenience, or indirect losses. Nothing in these Terms and Conditions limits liability where it would be unlawful to do so.

12. Access, Safety and Working Conditions

Cousins Plumbing reserves the right to refuse, stop, or postpone work if the property, work area, or conditions are unsafe. This includes, but is not limited to, unsafe electrical installations, unsafe flooring, restricted access, unhygienic conditions, aggressive behaviour, or any situation that may place our team or others at risk.

13. Waste and Disposal

Unless otherwise agreed, the customer is responsible for the disposal of old fixtures, fittings, appliances, packaging, and waste materials. Where Cousins Plumbing agrees to remove waste, this may be charged separately.

14. Photos and Records

Cousins Plumbing may take photos of work areas, installations, faults, completed work, or parts for record-keeping, quotation, evidence of work completed, or training purposes. Any use of photos for marketing will avoid identifying the customer or property unless permission has been given.

15. Complaints and Queries

Any query or concern regarding an invoice or completed work should be raised as soon as possible, preferably within 7 days. We will review any concerns fairly and aim to resolve matters in a professional and reasonable manner.

16. Insurance

Cousins Plumbing holds Public Liability Insurance for customer peace of mind.

17. Changes to These Terms

Cousins Plumbing may update these Terms and Conditions from time to time. The version in place at the time of booking or quotation will apply to the work carried out.

18. Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any disputes will be handled under the jurisdiction of the courts of England and Wales.