General

The company Onsite Services (Surrey) Ltd shall at all times provide competent personnel to carry out the service. The service is offered on the basis that it will be provided as quickly as is reasonably possible within the confines of the current work load. Other variables which may affect the speed of service include: availability of personnel, weather and the non availability of parts, all of which are outside the company’s direct control. Consequently no liability shall be accepted for delays caused by these conditions.

Company charges

These will be based on either:

Time plus materials used – Calculated using current rates and prices of the company.

A fixed price – All charges shall be based on time plus materials used unless a fixed price has been agreed either verbally or in writing before work commences.

Time Plus Materials

Labour charges are calculated from the time of arrival of an engineer at the customer’s premises, to the time of departure and are calculated in units of one hour or half hour periods at a time. The writing of reports, certificates or invoices are included in the charging period. In all cases, a minimum charge of one hour or half hour (whichever has previously been agreed) shall apply. Where the time taken exceeds one hour/half hour by five minutes, a further hour/half hour shall be chargeable.

Fixed Price Quotation

A fixed price quotation shall be supplied either verbally or agreed on site, written on the invoice sheet and signed by the customer. Either way, a deposit of 20% of the gross amount will be required in the event of an accepted quotation before any work can commence.

Materials and Parts

Parts and fittings stocked in our company vehicles shall be charged at the current selling list price of the company. This charge is additional to labour costs and shall not be subject to any discount except by way of confirmed written agreement. The agreed hourly/half hourly rate shall be charged based on no more than a maximum of one hour spent shopping for materials collected from merchants, and all goods shall be charged at cost price plus 10%.

Payment

Payment shall be due in full immediately on completion of the job, subject to, and with the customers agreement that the work has been carried out to his/hers complete satisfaction.

Guarantee

The company guarantees all work carried out by their engineers indefinitely, albeit for a reasonable period. This length of time may vary depending on the nature of work carried out and if a dispute should arise regarding this duration, then a decision will be made by a qualified, independent and unbiased party. Their decision will be final and both parties must comply with the ruling.

Water Heating

Quotations on water heating and immersion heating installations involving plumbing are based on a worst case scenario, which may arise from an existing problem not apparent at the start of the job but could unfold and come to light during the work, beyond the control of the engineer.

Disposal of Parts and Rubbish

Parts and rubbish will normally be removed from the customer’s premises free of charge on completion of the work, unless heavy or bulky items are likely to cause disposal costs. The customer will be advised of any extra costs in this instance. Parts may be retained by the customer unless a warranty claim is involved or if they need to be returned to the main manufacturer/supplier on an exchange basis. If the customer wishes to retain parts, it is the customer’s responsibility to ensure this request is made to the tradesman.

These terms and conditions can be changed without notice as and when the company feels it appropriate.