1. For these Terms & Conditions the following words shall have the following meanings:

(a) “The service provider” shall mean MML Plumbing Ltd.

(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 Ltd.

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

1.3 When the date and the time are agreed upon by MML Plumbing Ltd with the Customer, then MML Plumbing shall use its best endeavours to ensure that the operative shall attend on time. However, MML Plumbing Ltd 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 Ltd, require that the site be cleared by the customer before the 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 Ltd, accept no responsibility for any damage to the property by other parties whether structural or aesthetical 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 Ltd, 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 Ltd shall be entitled to a reasonable extension of the time for performing such obligations.

1.9 Estimate or Quotation. The estimate is an approximation and is not guaranteed. The estimate is based on information provided by the client regarding project requirements. Actual costs may change once the project starts. Before any changes in cost, the client will be notified.

2. Payment and Charges

2.1 Up to £500

2.1)a. The customer must pay the engineer attending on completion of temporary or permanent work done, and material used. *Payment for the work that we have carried out will be due to the engineer on completion. MML Plumbing Ltd does not accept bank transfers or Virtual Terminal payments due to COVID-19 temporarily.

2.1)b. Unless MML Plumbing Ltd. carries out a half or a full day of work, in this case, the payment has to be made upon arrival. ( labour and materials)

2.1) Occasionally, if the material is purchased by us or MML Plumbing is carrying out gas works we have the right to request the payment upon arrival or upfront.

2.1)d If a third party ( tenant/vendor/agent/employee/family member/) is acting on behalf of the owner/landlord/landlady, then full payment is required in advance. ( BAC transfer or Holding Deposit)

2.1)e If material is purchased or supplied by MML Plumbing Ltd, MML Plumbing Ltd has the right to request the full material cost in advance.

2.1)f Leak detection. Non-destructive leak detection is time-consuming work. We require a minimum of 2 hours of investigation, which can become less or more. ( Charged by our hourly rates) The rest of the work is charged a minimum of 1 hour.

2.2 £500 to £5000

2.2 a) MML Plumbing Ltd reserves the right to agree with the client in some situations ( any amount) to pay the full amount up front if the company feels it is appropriate to do so.

2.2)b If the owner is not present at the property, and the work is supervised by a third party / Tenant, Agent, Vendor, or Family member / we reserve the right to require the full payment upfront.

2.2)c 90% deposit required on commencement of works, and 10% on completion of works. This can be either transferred by BAC transfer, holding deposit or directly to the engineer.

2.2)d If a third party ( tenant/vendor/agent/employee/family member/) is acting on behalf of the owner/landlord/landlady, then full payment is required in advance. ( BAC transfer or Holding Deposit)

2.3 £5000 upwards

2.3)a 90% deposit, and 10% on completion of works, unless other arrangements for stage payments on larger jobs are agreed upon with the client before commencement.

2.3)b MML Plumbing Ltd reserves the right to agree with the client in some situations to pay the full amount up front if the company feels it is appropriate to do so.

2.4 Material & Material collection: MML Plumbing Ltd. will charge for non-stock material. The material markup is: 10% and the time spent with Material Collection is £40. ( this cost covers the time, petrol, collection and delivery)

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

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

2.6) If the Client fails to make any payment, MML Plumbing Ltd. 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 covers the booked appointment time, the engineer’s salary, the petrol, the parking, etc.) This includes works 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 Ltd. has agreed otherwise in writing before 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 directly to the engineer by the following methods:

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

(2.7.d.II) 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 banking authorisation within a matter of seconds.

(2.7.d.III) Transfers after completion are not accepted. BAC Transfers are accepted only in advance before any material is purchased or the work is started.

(2.7.d.IV) Over-the-phone payment or holding deposit.

3. Guarantee

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

Non-Guaranteed work

If the customer asks MML Plumbing Ltd’s engineer or plumber to go ahead and repair old damaged parts even though our plumber has advised against it: (Any work is undertaken on instruction from you and against the written or verbal advice of the tradesperson)

  • Then it will be marked ‘Guarantees not applicable ‘ on the job note. Unfortunately, in cases like this, MML Plumbing’s guarantee does not apply.

(For example: If the Customer wants a plumber to put a new part in an old damaged unit, it is likely to break down again soon. We can also book a visit, but this will be chargeable)

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 that 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 before works were undertaken.

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

(d) MML Plumbing Ltd 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 that the customer has been notified by the operative either verbally or written.

3.4 Damage – MML Plumbing Ltd. 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 than 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 or declined.

3.6 We don’t provide a warranty on works that have been negotiated or discounted on-site, over the phone or via email.

3.7 We don’t warranty any work which was done to a proper standard, but the customer simply doesn’t like it.

3.8 We only take responsibility for works that are related to plumbing, heating and gas. Other works asked to be carried out by the customers while being there, other than our profession are not warranted.

We will not guarantee any work in respect of:

3.5)a Blockages

3.5)b Boiler repair

3.5)c Boiler Services are non-guaranteed works. The boiler service shall mean a gas safety check regulated by gas safe, and visual inspect the boiler if it is safe to use from a gas perspective. 

3.5)d Leak fix or leak detection. We are only responsible for the leak we found and fixed. If any other leak arises, MML Plumbing Ltd is not held responsible.

3.5)e Pre-Purchase Plumbing Survey, Pre-Purchase Central Heating & Boiler Survey.

3.5)f Gas Safety or CP12 if boiler issue arises after.

3.5)g For the successful location of a significant leak, where we suspect more leaks are present, we will attempt to detect these; however, the first leak may disguise additional leaks.

3.5)h Additional visits, if required, are charged at the current rate, but we will try to identify everything in a single visit.

3.5) We do not carry out repairs when searching for leaks; any repairs made are for damage mitigation only and should be considered temporary. Without any warranty, repairs and materials are at an additional cost.


3.6 Warranty on new boiler installations

Up to 10 10-year warranty applies to new boiler installation by the manufacturer. Please note that this is not guaranteed by MML Plumbing Ltd.

3.7 Plumbing work

 (a) 6 months of labour

MML Plumbing Ltd provides 6 6-month warranty on their work! Materials supplied by them are under warranty until the manufacturer provides a warranty for MML Plumbing Ltd. (It is guaranteed by MML Plumbing Ltd until no one else tries to fix the fault in the meantime! (Third-party, other company, manufacturer or customer. As soon as someone else works on it, MML Plumbing’s warranty expires.)

(b)Non-guaranteed plumbing works

If the customer asks MML Plumbing Ltd’s plumber to go ahead and repair old damaged parts even though our plumber has advised against it: Then it will be marked ‘Guarantees not applicable’ on the job note. Unfortunately, in cases like this, MML Plumbing’s guarantee does not apply.


3.8 Refusal of repair/recommissioning:

3.8 a) On the rare occasion, that our engineer considers an installation dangerous, or beyond repair, we reserve the right to refuse to recommission even after successful leak detection.
3.8)b. This is at the discretion of the engineer on-site, and the leak detection fee is applicable in all cases.

3.9 Leak detection & localisation:

3.9 a) We will localise a leak to a specific area; there are certain limits to non-invasive methods and materials that can shift detection results and may significantly enlarge the repair area to pipework and flooring.
Invisible leak detection is also considered successful when we find no leak from pipework in the property, but we localise it/them.

3.9)b Internal leak detection is not guaranteed, and we will not accept further investigation requests.

3.9 ) c On rare occasions, when ”opening a surface,, is advised by our engineer, to find the source, and refused by the customer, we are no longer liable to attend.

3.9)1  Damage, Liability & Complaints:

We accept no liability for the following:
3.9)1.a. Damage during everyday activities, to detect, access and/or repair a leak.
3.9)1.b. Damage caused by undetected leaks/worsening leaks.
3.9)1.c. Failure of a repair or connection to existing pipework.
3.9)1.d. Blockage/failure from leak detection, access or repair.

3.9 )2 Inspection Access:

  1. We need to ‘see’ the maximum floor area possible; these areas need to be as uncluttered as possible.
    b. We only undertake destructive or intrusive inspection under instruction.
    c. Detection method is at our engineer’s discretion, and not all equipment is applicable for every inspection.
    d. We will try to work around limited access, heavily cluttered areas, refusal of methods or refusal/lack of access that may result in our engineer being unable to conclude his work & our full fee will be due.
  2. e. In multiple occupancy properties (shared accommodation or flats), we may need access to adjacent properties. Where access is not possible, or the leak is beyond the client’s property, this is a chargeable visit.

4. 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.

5. Estimate or Online Quote

MML Plumbing Ltd if requested offers estimated prices or quotes. Estimated price means estimated price, cannot be predicted for 100%. MML Plumbing Ltd always notifies their customers that the ‘Fixed Price’ ‘Estimated Price’ and ‘Quote’ can change once they are on-site, and they are only 90% accurate. If the ‘Fixed Price’ ‘Quote’ ‘ Estimate ‘ has to change and results in dissatisfaction, and the client refuses to pay the full remaining amount, MML Plumbing Ltd holds the right to refuse to carry out the underestimated work, because the customer was aware of a possible change. ‘ Fixed price’ ‘Quote’ and ‘Estimate’ are only 90% accurate, and can change accordingly.

6. Complaints

6.1 MML Plumbing Ltd always endeavours to provide the best service and products for its customers. However, on rare occasions, there may be times when customers may not be completely satisfied. To ensure put things right as soon as possible, please read the complaints procedure below and MML Plumbing Ltd 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 the client is not completely satisfied with, encourage them to contact MML Plumbing’s office as soon as they can. MML Plumbing’s admins can rectify any problems at info@mmlplumbing.com.

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

MML Plumbing Ltd has a right to stop dealing with customers who are angry, arrogant, or not right. Any harassment of their staff, over the phone, via email or on-site will bring serious consequences. If MML Plumbing offered a resolution, closed the matter and still received calls or emails regarding the matter, has a right not to reply. MML Plumbing Ltd also holds the right to stop offering a resolution to those who damaged their reputation online, verbally, on social media or any other platform.

7. Cancellation

7.1 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 Ltd.

7.2 The client will forfeit a deposit equal to 15% of the total job cost, upon acceptance of the estimate should works be cancelled before 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 Ltd.

7.3 If the Client wishes to cancel an appointment for a visit by MML Plumbing’s plumber or engineer, over 24 hours, they are free to do so, over the phone, or via email. The cancellation is valid only if MML Plumbing Ltd confirms.

If the cancellation is made less than 24 hours before the time scheduled for the appointment, the Client must pay a cancellation fee, of £20, and £50, if the cancellation is made 5 hours or less before the scheduled appointment time.

7.4 The cancellation must be done by phone at (02083550840) during in-office hours (Monday – Friday 8:00 am – 5:00 pm), via e-mail (at any time, but it has to be confirmed by MML Plumbing Ltd. If the work is due on Monday morning, we accept only email cancellations, at any time over the weekend. If there is no response from the office, the cancellation is not accepted or valid). Please ensure that Facebook Messenger messages, WhatsApp messages or other communication via another Social Media Platform is not acceptable for cancelling planned works).

8. Health and Safety

87.1 MML Plumbing Ltd, take the Health and Safety of our Customers and Staff exceptionally 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 health and safety whilst our operatives are on-site and follow any health and safety instructions given by our investigators for the duration of the works. A copy of MML Plumbing Limited Public Liability Insurance is available upon request.

9. Material collection

9.1 MML Plumbing Ltd. will charge for a non-stock material, which is charged at Trade Prices plus a 10% markup. This markup charge covers our material handling fees and the time it takes for our engineer to search for materials and contact the manufacturers, and wholesalers to get the right materials. 

10.COVID-19 Rules

10.1 If anyone in the Client’s household has COVID-19 symptoms, or is sick, it is mandatory to tell to the admins of MML Plumbing Ltd. 

Due to the current Covid-19, the engineers are always wearing PPE. MML Plumbing Ltd expects its customers to keep a social distance, and wear a mask, to protect themselves, the engineers, and the community. 

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