Terms of service

These terms apply when you book a call-out with Emergency Plumbers of London, through this website, by email or by phone. They are written to be read, not skimmed past. Your statutory rights as a consumer are not affected by anything here. Last updated 27 September 2026.

1. The call-out

The call-out charge is £60, at any hour of any day. It covers an engineer travelling to your address within London and everywhere inside the M25 and finding the cause of the problem. It is payable once the engineer has attended, whether or not you go ahead with a repair.

We will give you an idea of when the engineer can reach you when you book. Arrival times depend on traffic, distance and demand, so they are an estimate, not a guarantee.

2. Agreeing the repair price

The repair price is agreed with you on site before any work starts. Nothing is added afterwards. The engineer explains what they have found and gives you a price for the repair, covering parts and labour. The contract for the repair is made when you accept that price.

If the engineer finds something during the repair that changes the job, they stop and agree any extra work and its price with you before carrying on. You can say no, and you pay only for what you agreed.

3. Parts and follow-up visits

Where a part is not available on the day, the engineer will make the problem safe where they can and agree the price of the return visit with you before ordering anything. Gas work is carried out by Gas Safe registered engineers.

4. Payment

Payment of the call-out and the agreed repair price is due when the work is complete. The engineer will tell you how you can pay when they give you the price. If someone else is paying, such as a landlord, letting agent or business, please tell us when you book so the bill goes to the right person.

5. Cancelling

You can cancel a booking at any time before the engineer arrives by emailing info@emergencyplumbersoflondon.co.uk or telling the engineer who contacted you. Please tell us as early as you can. If you cancel before the engineer has set off, there is nothing to pay.

Because you have asked us to visit urgently to carry out a repair, the usual 14-day cancellation period for contracts made away from business premises does not apply to that repair once it is agreed on site. Any extra goods or services beyond the urgent repair that you agree to on the visit still carry the 14-day right.

We may cancel or rearrange a visit if we cannot get an engineer to you safely, for example in severe weather. If we do, we will tell you straight away and you will not be charged.

6. Access and safety

Please make sure the engineer can get into the property and reach the problem: clear access to the boiler, stopcock, meter or leak saves you time. The engineer may refuse to work, or stop work, if they believe it is unsafe to continue, or if anyone at the property is abusive. If a gas appliance is found to be dangerous, the engineer will tell you and may need to disconnect it, following Gas Safe industry rules.

If you smell gas, do not book a call-out first. Open windows, turn the gas off at the meter if it is safe to reach, avoid switches, then leave the property and ring the National Gas Emergency Service on 0800 111 999.

7. If something goes wrong with our work

Under the Consumer Rights Act 2015, our work must be carried out with reasonable care and skill, and any parts we fit must be of satisfactory quality and fit for purpose. If they are not, tell us and we will put it right at no extra cost. If that is not possible, you may be entitled to some or all of your money back. Parts we fit may also carry the manufacturer’s own guarantee, which the engineer can tell you about.

This does not cover faults in other parts of your system that we did not work on, damage caused by later work by someone else, or problems caused by misuse.

8. Our liability

We are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. We do not exclude liability where it would be unlawful to do so, including for death or personal injury caused by our negligence. We are not responsible for losses that were not foreseeable, or for business losses where you booked us as a consumer.

9. Complaints

If you are not happy with a visit or a bill, email info@emergencyplumbersoflondon.co.uk with your name, the address, the date of the visit and what went wrong. Photos help. We will look into it and reply with what we will do about it. If we cannot agree, the Citizens Advice consumer helpline on 0808 223 1133 can advise you on your options.

10. Your information

How we handle your details is set out in our privacy policy. Current prices are on our pricing page.

11. General

These terms are governed by the law of England and Wales, and you can bring proceedings in the English courts. If any part of them is found to be unenforceable, the rest still applies. We may update these terms; the version that applies is the one on this page on the day you booked.