About us
Hine Plumbing is operated by Lee Hine from 119 Skylark Way, Shinfield, Wokingham, RG2 9AD. You can contact us by Email, WhatsApp or Mobile. These terms cover our domestic plumbing enquiries, quotations and agreed work.
Read these terms alongside your written quotation, appointment confirmation and any service agreement. The job documents identify the specific work, price and arrangements agreed with you. Please raise anything unclear before accepting. Mandatory consumer rights always apply; nothing here removes them.
Enquiries and booking confirmation
Sending a form or choosing a preferred date is a request, not acceptance of a job or a confirmed appointment. We review the description, location and any images, then discuss whether we can help. Please give accurate contact details so we can reply.
The scope, price or pricing basis, any deposit, and the visit arrangements are agreed before the booking is confirmed. Keep the quotation and confirmation for your records. If you are arranging work for a landlord, tenant or another owner, tell us who can authorise the work and who will pay.
Work we can accept
We focus on the plumbing services described on our services page. A request does not commit us to work outside our equipment, competence or agreed scope. We do not provide emergency call-outs, gas work, boiler internals, electrical services, solar PV or heat pumps.
A quotation covers the listed tasks and any stated testing. It is not a full survey of the property or a guarantee of the condition of concealed pipework, unrelated fittings or the wider system. Tell us about previous repairs, recurring faults and known restrictions before we quote.
Quotes and scope
Quotes are free unless we tell you otherwise. Written quotes set out the work, assumptions and price and are normally valid for 30 days. They are based on the information and visible conditions available at the time. If we uncover additional work or materially different site conditions, we stop and explain the change before carrying out additional chargeable work.
Investigation and repair limits
Some faults can only be identified by inspection or dismantling. We explain any separately chargeable investigation before you authorise it. A diagnostic visit purchases the agreed attendance and investigation; it does not promise that every fault can be fixed in that visit.
A worn tap may need more than a washer, and a recurring blockage may have an underlying cause. We will explain findings and options. Replacement parts, further investigation or a return visit require agreement where they fall outside the original scope. Our obligation to use reasonable care and skill still applies.
If the scope changes during a visit
We rely on your description and photos when planning and quoting. If the conditions or work needed differ materially, we pause, explain the options and seek your agreement to any revised price before additional work starts.
If a revised price is not agreed, previously agreed attendance and diagnostic charges, work already carried out and authorised costs already incurred remain payable. This does not automatically make the full price of unfinished work due. Where a cancellation charge applies, it must be reasonable and reflect actual, unavoidable loss, taking account of costs saved and reasonable steps to refill the reserved time. We will explain the basis of any charge. Your statutory rights are unaffected.
Appointments and access
Please ensure safe, reasonable access to the property, the relevant work area, water isolation points where known, and any necessary permissions. Tell us before the appointment about parking restrictions, pets, vulnerable occupants, asbestos concerns, electrical hazards or other material risks. We may pause work if conditions are unsafe.
Parts, access and making good
We discuss the parts needed and whether we or you will supply them. Customer-supplied fittings must be suitable and complete; please check compatibility with us before purchase. Tell us about manufacturer instructions or warranties that affect installation. We remain responsible for the quality of our installation work.
Opening boxing, lifting floors, moving fixed furniture, tiling, decorating and other making-good work are included only where the quote says so. We explain foreseeable access needs before starting and discuss newly discovered needs with you. Existing deterioration is distinguished from damage caused by our work; these terms do not excuse negligent damage.
Price and payment
Unless a written quote states otherwise, the agreed price covers the stated scope only. Materials and additional agreed work are itemised. A booking deposit is paid by card before work is scheduled. The remaining balance is taken after completion by card or a secure Stripe invoice link. We do not ask customers to pay bank details supplied by email. Card payments are taken securely by phone or through a payment link.
Deposits, invoices and payment queries
A booking deposit is paid by card before work is scheduled. The remaining balance is taken after completion by card or a secure Stripe invoice link. The amount and payment stage must be clear before you accept. A deposit is a part-payment towards the agreed job, not an additional fee. Your final account should show the agreed work, authorised extras, parts, payments received and balance.
If an invoice looks wrong, send the reference and identify the item you question so we can investigate. A query does not remove your consumer rights. Please tell us promptly if you cannot meet an agreed payment date; do not assume that sending a message changes the due date. Any new payment arrangement must be agreed.
We do not add an unspecified automatic penalty because you raise a concern. If payment remains unresolved we may use lawful recovery steps, with any claimed interest or costs limited to what is legally recoverable and applicable to your contract. See payment queries and refunds.
Paying safely
Use the card-payment arrangements confirmed for your job or the secure payment link on your invoice. Check the business, job reference and amount before paying. If a payment page fails or the outcome is unclear, contact us before repeating the payment so we can check for duplication.
Never send a card number, security code, banking password or one-time passcode in an enquiry form, email or WhatsApp message. We do not ask you to use bank details supplied by email. Verify an unexpected payment request using the contact links on this website, rather than a number supplied in the unexpected message.
Delays and unfinished work
Access problems, unsafe conditions, unavailable parts or a preceding job taking longer can affect a visit. We will explain a material delay and discuss the next step. If a completion date matters to you, tell us before agreeing the work so it can be considered in the contract.
If we cannot carry out the agreed work, contact us about rearrangement or ending the contract and any refund due. We do not keep payment for work we have not supplied simply because we are unable to attend. Where work is partly completed, we explain what was done, any outstanding safety issue and the basis of the account, subject to your legal remedies.
Workmanship and parts
12-month workmanship guarantee on every job. This applies to our workmanship, not to faults caused by pre-existing defects, misuse, third-party work, unsuitable customer-supplied parts or normal wear. Manufacturer warranties on supplied parts are subject to the manufacturer’s terms.
Cancellation and changes
Please tell us as soon as possible if you need to cancel or change a visit. A new appointment must be agreed. A valid statutory cancellation does not need our permission, although we can check whether the right applies and explain any lawful charge for qualifying services already supplied.
Outside an applicable statutory cooling-off right, a late cancellation or failure to provide agreed access may lead to a fair charge for actual unavoidable loss, including reasonably wasted costs and net profit on work we could not replace. Costs saved and replacement bookings reduce the charge. The deposit is credited against it; a properly justified balance can exceed the deposit. We provide the calculation and do not charge twice for the same loss.
A signature does not create a blanket waiver of cooling-off rights. An express request to start early and acknowledgement about full performance are separate from general acceptance. Read the cancellations and refunds policy for early-start rules, examples and the optional cancellation form.
Service agreement and work-area photos
Before we allocate a plumber where required, we send a service agreement for electronic signature. It explains the agreed scope, safety responsibilities, payment, cancellation, work-area photographs and any request to start work during an applicable cancellation period. We may photograph the work area and relevant installations where reasonably necessary to quote accurately, work safely, evidence the condition and completed work, or deal with a query. See our privacy notice.
Your rights and responsibility for loss
Services must be carried out with reasonable care and skill, and within a reasonable time if no time was agreed. Where the law entitles you to repeat performance or an appropriate price reduction, our workmanship guarantee does not replace or restrict those remedies. Goods we supply must meet applicable consumer standards.
We are responsible for loss or damage for which we are legally liable. Nothing excludes liability for death or personal injury caused by negligence, fraud, or any liability the law does not allow us to exclude. You do not waive rights by signing a completion record or paying an invoice.
English law applies to these terms, without taking away mandatory protections available to consumers elsewhere in the UK. Consumers can use the courts available to them under applicable law. A change to the website does not retrospectively change an agreed job; a contractual change needs agreement.
Complaints
We want to resolve concerns quickly. See our complaints procedure for how to contact us and what happens next.