Terms & Conditions

  1. Terms & Conditions

For the purpose of these Terms & Conditions the following words shall have the following meanings:
(a) “The service provider” shall mean MML Plumbing.

(b) “The Customer” shall mean the person or organisation for, whom the Company agrees to carry out works & supply materials.
(c) “The Engineer” shall mean the representative appointed by MML Plumbing.

1.2 MML Plumbing reserves the right to refuse or decline work at its own discretion. When MML Plumbing agrees to undertake works for the customer, this will be done so by authorised representatives of MML Plumbing only.

1.3 When the date, and the time is agreed by MML Plumbing with the Customer, then MML Plumbing shall use its best endeavours to ensure that the operative shall attend on time. However, MML Plumbing accepts no liability in respect of the non-attendance or late attendance on site of the engineer or for the late or non-delivery of materials.

1.4 Site preparation – MML Plumbing, require that the site be cleared by the customer prior to commencement of works. If this is not done, we will charge a delay fee, and invoice for any clearing work.

1.5 Damage – MML Plumbing, accept no responsibility for any damage to the property by other parties whether structural or aesthetically whilst undertaking any work.

1.6 Dates given for the commencement of work are approximate only. Whilst every effort will be made to keep to a given date, work can sometimes be delayed. The client will be notified near the expected date.

1.7 Photography – MML Plumbing, reserves the right to photograph the work as it progresses.

1.8 MML Plumbing shall not be liable for any delay or for the consequences of any delay in performing any of its obligations if such delay is due to any cause whatsoever beyond its reasonable control, and MML Plumbing shall be entitled to a reasonable extension of the time for performing such obligations.

  1. Payment and Charges

2.1 Up to £500
You must pay the engineer attending on completion of temporary or permanent work done.*Payment for the work that we have carried out will be due to the engineer on completion.

2.2 £501 to £5000
60% deposit required on commencement of works, and 40% on completion of works.

2.3 £5001 upwards
60% deposit, and 40% on completion of works, unless other arrangements for stage payments on larger jobs are agreed with the client prior to commencement.

2.4 Material & Material collection – MML Plumbing will charge for a non-stock material. Material mark up is: 30% and the time spent with Material Collection is £40.

2.5 Standard of work – All work will be carried out to a thorough standard, materials used will be of current British Standard requirements. If different materials are requested other than quoted for then the price will be adjusted accordingly.

2.6 We reserve the right to collect unpaid debts using our Debt Collection Agency.

(a) If the Client fails to make any payment, the Plumber may charge interest on the outstanding amount/s at the rate prescribed by the Penalty Interest Rates Act 1983 (Vic) from the due date of payment until the date of full payment.

2.7 Call Out Fees & Charges

(a)MML Plumbing charges a minimum 1-hour call out fee for all appointments, regardless of work carried out. This includes work quoted on an hourly rate or fixed price work. If for any reason we are unable to carry out works during attendance, the minimum 1-hour call out fee would still be payable for our attendance, plus the cost of any additional labour time over the first hour, and parts/materials if used.

(b) Where the customer is represented by a third party person(s) or agent(s) (such as a managing agent, landlord, tenant or another occupier, friend, family, contractor or another representative), in the event of non-payment by the customer, the third party will be responsible for full payment unless MML Plumbing has agreed otherwise in writing prior to any works commencing.

(c) MML Plumbing will be under no obligation to provide or issue any guarantees, certificates or other similar documents to the customer for works unless payment has been made and received in full.

(d) Payment Methods

Payments can be made direct to the engineer by the following methods:

 (2.7.d.I) Cash – Cash payments to be made directly to the engineer.

 (2.7.d.II) BACs Electronic Payment – Payments automatically from your bank account, while the engineer is present.

(2.7.d.III) Credit/Debit Cards, Chip and Pin – Our engineers carry portable chip and pin machines that provide a safe, secure and convenient way for you to pay for work that has been carried out, in the comfort of your own home, on receipt (on a site) of invoice (via e-mail) once your job is completed.

The wireless terminals provide the highest level of payment security. They make it possible to process transactions and obtain a banking authorisation within a matter of seconds.

  1. Guarantee

3.1 No guarantee will be given on materials provided by our customer. But there is still warranty on labour. We only provide quality materials from well-known brands that we are used to dealing with.

3.2 The Contractor will not guarantee any work undertaken on instruction from the Client and against the written or verbal advice of the engineer. Work is guaranteed only in respect of work directly undertaken by the Contractor where payment in full has been made. Any non-related faults arising from recommended work which has not been undertaken by the Contractor will not be guaranteed.

3.3 Guarantee Exclusions:
(a) Systems or structures which were not initially installed or fitted by a suitably qualified workman or fitted in an unprofessional manner.
(b) Any recall arising from circumstances or factors known to the Client but not notified or disclosed to the Contractor prior to works being undertaken.

(c) Repaired, modified or tampered with by anyone other than MML Plumbing’s operative. MML Plumbing will accept no liability for, or guarantee suitability, materials supplied by the Customer & will accept no liability for any consequential damage or fault.

(d) MML Plumbing will not guarantee any work in respect of blockages in waste & drainage systems etc.

(e) MML Plumbing shall not be held liable or responsible for any damage or defect resulting from work not fully guaranteed or where recommended work has not been carried out. Work will not carry a guarantee where the customer has been notified by the operative either verbally or written.

3.4 Damage – MML Plumbing accepts no responsibility for any damage to the property by other parties (also including the customers, landlords, homeowners, other tradesmen, other companies, handymen etc, anyone other then MML Plumbing’s engineers) whether structural or aesthetically whilst undertaking any work.

3.5 Damage repair – any reparation work requested as a result of damage by other parties will be cost and scheduled separately.

  1. Goods

4.1 The Goods are as described on the invoices, quotation, work authorisation or any other work commencement forms as provided by the Plumber to the Client either on the site or via e-mail.

  1. Complaints

5.1 We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied. To ensure we are able to put things rights as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction. As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards. In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible. Please write to us at https://www.mmlplumbing.co.uk/contact-us/.We aim to respond as soon as we can, and will provide you with a date to remedy any issues raised.

If the complaint arises out of something for which we are liable, we will put matters right as soon as reasonably possible at no cost to you. If we undertake work in response to a complaint that does not arise out of work that we have carried out, then we will make a charge to you. When we attend to look into your complaint, you will first be asked to sign that you agree to pay for the visit and any works carried out if it is found that the complaint arises out of something for which we are not liable.

  1. Cancellation

6.1 Subject to these conditions any order accepted by MML Plumbing shall not be cancelled deferred or altered by the customer except with the written agreement of MML Plumbing.

6.2 The client will forfeit a deposit equal to 15% of the total job cost, upon acceptance of the estimate should works be cancelled prior to the planned start date. If works are cancelled by the client within the duration of the works then any deposit shall be forfeited and a charge made for any works completed or materials purchased as deemed reasonable by MML Plumbing.

6.3 If the Client wishes to cancel an appointment for a visit by us, the Client will incur a cancellation fee of £20, if the cancellation is made less than 24 hours before the time scheduled for the appointment, and £50, if the cancellation is made 5 hours or less before the scheduled appointment time. If the cancellation made over 24hrs before the job is scheduled then there is no charge. This must be done by phone on (02083550840) in-office hours (Monday – Friday 8:00 am – 6:00 pm), or SMS text message or e-mail us (at any time). Please make sure that Facebook Messenger message, WhatsApp message or other communication via another Social Media Platform is not an acceptable form of communication for cancelling planned Works).

  1. Health and Safety

MML Plumbing, take the Health and Safety of our Customers and Staff extremely seriously and have comprehensive arrangements in place to ensure that we comply with all legal obligations in this respect. We do however expect that all customers take reasonable care and responsibility for their own health and safety whilst our operatives are on-site and follow any health and safety instructions given by our operatives for the duration of the works. Copies of our Public Liability Insurance, Health and Safety policy and Environmental Policy are available upon request.


MML Plumbing will charge for a non-stock material, which is charged at Trade Prices plus a 30% mark up.

What we promise, We keep…