Aqua Dash Plumbing Limited — Emergency Plumbing Services
1. Introduction
Welcome to Aqua Dash Plumbing Limited (“Aqua Dash”, “we”, “us”, “our”). These Terms and Conditions govern all emergency and general plumbing services provided by our company from our base in Rochdale across Greater Manchester and the surrounding areas — including Oldham, Middleton, Salford, Bury, Bolton, Wigan, Hyde, Warrington, Stockport and Altrincham. By requesting, booking or accepting our services — whether by telephone, WhatsApp, our website contact form or otherwise — you (“the customer”, “you”) agree to be bound by the terms set out below. Aqua Dash Plumbing Limited is registered in England and Wales under company number 16713310, with its registered office at 128 City Road, London, EC1V 2NX, United Kingdom.
We are fully insured, and our engineers are qualified for the plumbing work we undertake.
Please note that we are not Gas Safe registered and we do not carry out any work on gas appliances or gas pipework; any such work must be commissioned separately from a Gas Safe registered engineer. These Terms should be read together with our Complaints Policy, which explains how any concern about our work will be handled. Nothing in these Terms affects your statutory rights as a consumer.
2. Scope of Emergency Services
Our services consist of emergency plumbing response, including the diagnosis, containment, unblocking and repair of acute plumbing issues, together with scheduled general plumbing work such as repairs, leak detection, drainage, bathroom and kitchen plumbing, and hot water and heating pipework. The precise scope of each job will be discussed and agreed with you before work begins, wherever the issue can reasonably be assessed in advance. The primary purpose of an emergency call-out is to bring the immediate problem under control — for example, stopping a leak, restoring drainage or making the installation safe.
Where a permanent repair cannot be completed during the emergency visit (for instance because specialist parts must be ordered), we will carry out a temporary or containment repair and advise you on the follow-up work required. Any follow-up work will be treated as a separate job and quoted accordingly. Any arrival times provided by our dispatch team are estimates only. Whilst we make every reasonable effort to attend promptly, arrival times may be affected by traffic, weather, road conditions, the duration of preceding jobs and engineer availability. A delayed arrival within a reasonable margin of the estimate does not constitute a breach of these Terms and does not give rise to any right to compensation.
3. Pricing, Rates and Final Job Calculation
Our emergency call-out fee — typically ranging from £40 to £70 depending on location, timing and the nature of the call-out — and our wider pricing structure, including any enhanced out-of-hours, weekend or bank holiday rates, are communicated to you upfront at the point of booking. By confirming the booking, you accept that structure as the basis on which the job will be charged. Owing to the unpredictable nature of emergency plumbing, where the full extent of a fault often cannot be established until work is under way, the total final price is calculated and communicated to you upon completion of the job, based on the time spent, the complexity of the work and the materials and parts required. Wherever the issue can reasonably be assessed in advance, the proposed work and estimated cost will be explained before work begins, and parts and materials will be itemised.
Payment of the invoice, or signature of the job completion form, constitutes explicit acceptance of the final price. Subsequent claims regarding the cost of the job do not constitute grounds for a refund. This does not affect your right to complain about the quality of the work itself under our Complaints Policy.
Payment is accepted by bank transfer or cash and is due upon completion of the work unless otherwise agreed in writing. We reserve the right to charge statutory interest and reasonable recovery costs on overdue invoices in accordance with applicable law. For larger projects, we may require a deposit or staged payments, which will be agreed with you in writing before work begins.
4. Cancellation Policy and Fees
We understand that circumstances change, and we aim to keep our cancellation terms simple and fair. Free cancellation window. You may cancel free of charge within 10 minutes of the job being confirmed. Cancellation en route. If you cancel more than 10 minutes after confirmation, or at any point while the engineer is already travelling to your property, the full call-out fee will be charged. This reflects the fact that the engineer has been dispatched and other customers may have been declined in order to attend to you.
On-site cancellation, denied access or no-show. If the engineer arrives at the property and the job is cancelled, access is refused, or you (or your appointed representative) are absent and cannot be reached within 15 minutes of arrival, a fee equal to the call-out fee plus one hour of labour at the applicable rate will apply.
Cancellation during the work. If you instruct us to halt the work once it is under way, you will be charged the call-out fee, the labour time elapsed up to the point of cancellation, and the cost of any materials or parts that have been unsealed, cut, adapted or installed and which cannot reasonably be returned or reused.
Cancellation by us. In the rare event that we are unable to attend a confirmed booking, we will notify you as soon as reasonably possible and, where the job has not yet begun, no charge will be made.
5. Property Access and Customer Responsibilities
You must provide our engineer with free, safe and unobstructed access to the property, to the relevant plumbing fixtures and pipework, and to the main water shut-off valve (stopcock). Where the property is tenanted or managed, it is your responsibility to ensure that the occupier has been informed and that access has been arranged.
You are responsible for informing us, before work begins, of anything you are aware of that may affect the work or the safety of our engineer — including the location of concealed pipes or cables where known, asbestos-containing materials, structural issues, or hazards on the premises. You must also ensure that the work area is reasonably clear and that pets are secured during the visit. Refusal of access — whether for the initial work or for any subsequent quality inspection required to assess a complaint or warranty claim — voids any claim to a refund or remedial work, as set out in our Complaints Policy.
6. Cosmetic Restoration and Masonry Work
Emergency call-outs focus strictly on resolving the plumbing issue. Where it is necessary to cut into, lift or remove walls, floors, tiles, boxing, panelling or other surfaces in order to access pipework, the subsequent cosmetic reinstatement of those surfaces — including plastering, painting, re-tiling and carpentry — is not included in the standard rate. Our engineer will always seek your agreement before opening up any surface, except where immediate action is required to prevent serious damage or danger.
At your request and subject to availability, our team can carry out restoration work as an optional extra service for an additional charge covering labour and materials. Any such restoration work will be quoted and agreed with you before it begins and will be invoiced separately from the emergency work.
7. Waste Management and Discarded Fixtures
Our team will work cleanly, will take reasonable care to protect the immediate work area, and will clean up small debris and packaging directly resulting from our work, aiming to leave the property safe, clean and tidy. Replaced items — such as old toilets, bathtubs, sinks, radiators, cylinders or boilers — together with any masonry rubble arising from access work, remain the property of the customer. Aqua Dash does not provide waste removal or disposal services to household waste sites, dumps or recycling centres, and the lawful disposal of such items is the customer’s responsibility. Where practicable, our engineer will leave replaced items neatly in a location agreed with you.
8. Limitation of Liability and Property Damage
Our liability is strictly limited to the proper technical repair of the specific plumbing fixture, fitting or section of pipework on which we have worked.
To the fullest extent permitted by law, we accept no liability for secondary, indirect or consequential damage caused by water leaks, water pressure, blockages or pre-existing defects in the property’s infrastructure — including, without limitation, damaged flooring, stained ceilings, soaked carpets, ruined furniture, damage to personal belongings, or loss of use of any part of the property. We strongly recommend that customers maintain adequate buildings and contents insurance, which is the appropriate route for losses of this kind.
Any visible cosmetic damage alleged to have been caused by our engineer — such as scratches, wall marks or ceiling damage — must be reported to the engineer on site, before their departure, and noted on the job sheet so that it can be verified and documented at the time. Later claims regarding cosmetic or surface damage will not be accepted.
Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded or limited.
9. Subsequent Leaks and Warranty Limits
Workmanship guarantees apply depending on the type of service, materials and repair completed, and will be confirmed on your invoice or job sheet. If a completed repair fails, we will attend and assess it. Claims regarding leaks following our attendance must be reported within 24–48 hours of completion of the work. Prompt reporting is essential, as delay makes it significantly harder to establish the cause of a leak and may allow avoidable damage to worsen.
If an inspection shows that the leak originates from a different section of the pipe or system to the one we repaired, or that it was caused by tampering, alteration or interference by the customer or any third party after our departure, the visit will not be treated as warranty or remedial work and will instead be treated and billed as a new emergency call-out at our standard rates. Guarantees do not cover fair wear and tear, pre-existing corrosion or defects elsewhere in the system, frost damage, blockages caused by misuse, or failures of customer-supplied parts.
10. Customer-Supplied Parts and Materials
Where you ask us to install parts, fixtures or appliances that you have supplied yourself, we will install them with reasonable care and skill, but we give no guarantee as to their quality, suitability or performance, and we accept no liability for any defect in, or failure of, the item itself. Our workmanship guarantee in such cases covers the installation only.
11. Your Right to Cancel (Consumer Contracts Regulations)
Where you are a consumer and the contract is concluded away from our business premises or at a distance (for example, by telephone), you may have a statutory right to cancel within 14 days under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. By requesting an emergency call-out, you expressly request that we begin the service before the end of any cancellation period. Where the service is fully performed during that period — as is normally the case with emergency work — you acknowledge that you lose the right to cancel once the work has been completed. Where you cancel after work has begun but before it is complete, you will be charged for the work carried out and materials used up to the point of cancellation, in line with Section 4 above.
12. Complaints
We take all complaints seriously. Any complaint about our services must be submitted in writing to [email protected] within 7 days of completion of the work and will be handled in accordance with our Complaints Policy, which forms part of these Terms and is available on request and on our website.
13. Data Protection
We collect and process personal information — such as your name, contact details, property address and job details — solely for the purposes of providing our services, administering bookings and invoices, and meeting our legal obligations. All personal data is handled in accordance with the UK GDPR and the Data Protection Act 2018 and with our Privacy Policy, available on request.
14. General Provisions
Entire agreement. These Terms, together with the booking confirmation, any written quote and our Complaints Policy, constitute the entire agreement between you and Aqua Dash in relation to the services. Variations. Any variation to the agreed scope of work must be agreed between the parties; we will confirm significant variations and their cost implications before proceeding wherever reasonably practicable. Severability. If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
Events beyond our control. We shall not be liable for any failure or delay in performing our obligations where that failure or delay results from events beyond our reasonable control, including severe weather, road closures, supplier failures or restrictions imposed by public authorities. Governing law and jurisdiction. These Terms are governed by the law of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction over any dispute arising from them, without prejudice to your right as a consumer to bring proceedings in your local courts where applicable.
Updates to these Terms. We may update these Terms from time to time. The version in force at the date of your booking is the version that applies to your job. The current version is available on request and on our website.
Aqua Dash Plumbing Limited Registered office: 128 City Road, London, United Kingdom, EC1V 2NX Registered in England and Wales, company number 16713310 Telephone: 07874 014820 | Email: [email protected] | www.aquadash-plumbing.co.uk