The rules of engagement. We believe in keeping things fair, honest, and completely transparent.
When you invite a tradesman into your home, you expect them to be honest, professional, and reliable. We expect exactly the same from our side of the relationship. These terms aren't designed to trap you in legal loopholes; they exist to make sure we're on the same page before work begins.
We pride ourselves on transparency. In most cases, once we assess the problem, we will give you a fixed quote. This is the exact price you will pay, regardless of how long the job ends up taking. We do not charge a call-out fee to turn up and look at the problem.
Occasionally, a problem is hidden (for example, a leak deep beneath a bathroom floor). In these cases, we will provide an estimate based on our professional experience. If we pull up the floorboards and discover the damage is worse than reasonably expected, we will stop work immediately, show you the issue, and provide a revised quote. We will never do extra work and surprise you with a massive bill at the end.
Unless we have agreed otherwise in writing beforehand, payment is due upon completion of the work. Once the engineer finishes the job, tests the system, and you are satisfied, we ask that you settle the invoice immediately. Our engineers carry card machines in their vans for your convenience, and we also accept bank transfers or cash.
For large installations (like a brand new boiler or a full bathroom refit), we may ask for a deposit upfront to cover the cost of the materials. We will always invoice you clearly for this.
We stand firmly behind the quality of our work. All of our labour is guaranteed for 12 months. If a joint we soldered starts leaking, or a tap we fitted comes loose due to our installation, we will come back and fix it free of charge.
What isn't covered by our guarantee:
If you need to cancel a booked appointment, please try to give us at least 24 hours' notice. We understand emergencies happen, but if an engineer drives all the way to your property and is turned away at the door without notice, we reserve the right to charge a small fee to cover our fuel and time.
On our end, we try our absolute hardest to hit our 30-60 minute emergency response times. However, if Edinburgh traffic is at a standstill or we get caught up saving a severely flooded property, we will always call you to let you know exactly when we'll arrive. We cannot be held liable for consequential losses caused by delays out of our control.
To fix your plumbing, we need reasonable access to your property and the affected areas. If we need to move furniture, lift carpets, or cut into plasterboard to find a hidden leak, we will always ask your permission first. While we try to be as minimally invasive as possible, we cannot be held responsible for the cost of redecorating, replacing carpets, or patching holes made to access concealed pipework.
Our engineers are there to help you in stressful situations. We have a zero-tolerance policy towards verbal or physical abuse, threats, or discrimination against any member of our team. If an engineer feels unsafe or is subjected to abuse, they will leave the property immediately, and you will be invoiced for the time spent.
If anything in these terms worries you or seems unclear, just ask us before we start work. We want you to feel completely comfortable choosing 247 Plumbing Edinburgh.
Last updated: May 2026