The terms on which PBD Group provides plumbing, drainage and leak detection services, in plain English.
These terms set out the basis on which Plumbing by Dodson Ltd (trading as PBD Group, "we", "us", "our") provides plumbing, drainage and leak detection services to our customers ("you", "your").
They apply to all work we carry out for domestic customers. They are designed to comply with UK consumer law — in particular the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
By accepting a quote, instructing work, or otherwise asking us to attend, you agree to be bound by these terms.
We provide free written quotes for larger projects (bathroom and kitchen installations, CCTV surveys, soakaway works, patch repairs and other major drainage). For smaller jobs we charge a quoting fee of £20 + VAT, which is deducted from the final invoice if you proceed.
Written quotes are valid for 30 days from the date of issue. After 30 days we may need to re-quote to reflect material price changes or scheduling.
Quotes are based on the information available at the time of inspection. If work uncovers additional issues that could not reasonably have been identified beforehand — for example hidden pipework damage, asbestos, structural problems — we’ll stop, explain the position, and provide a revised quote before continuing. See section 7 (Variations).
A contract is formed when you accept a quote in writing (including by email, text or WhatsApp), or when you instruct us to commence work after receiving a quote.
For emergency call-outs without a prior quote, a contract is formed when you ask us to attend and confirm understanding of our published call-out rates.
We may decline to enter into a contract at our discretion — for example if a job falls outside our coverage area, scope of expertise, or scheduling availability.
Our standard call-out rates are published on the relevant division pages of this website and are kept up to date. As of the “last updated” date above:
| Service | Rate |
|---|---|
| Plumbing call-out | £150 + VAT (incl. first hour) |
| Drainage call-out | £150 + VAT (incl. first hour) |
| Plumbing out-of-hours (6pm–8am) | £200 + VAT (incl. first hour) |
| Drainage out-of-hours (6pm–8am) | £220 + VAT (incl. first hour) |
| Additional time (standard) | £60 + VAT per hour |
| Additional time (out-of-hours) | £80 + VAT per hour |
| Leak detection (5-bed) | £500 + VAT |
| Leak detection (6–10-bed) | £800 + VAT |
| External / mains leak detection | £330 + VAT |
All prices exclude VAT at the prevailing rate. Coverage outside our primary area is subject to a travel charge confirmed in advance.
Parts and materials are charged at cost price unless otherwise stated.
Where agreed in writing in advance, we offer 14- or 30-day invoice terms to landlord and commercial customers. Larger projects may be staged as for domestic.
If an invoice is not paid by the due date, we reserve the right to charge interest under the Late Payment of Commercial Debts (Interest) Act 1998 (commercial customers) or as otherwise permitted by law.
The scope of any job is defined by your written quote (for quoted work) or by the call-out request you make (for emergency or call-out work). Anything outside that scope is not included in the price and may require a separate quote or hourly billing.
For complex jobs we will set out scope, exclusions, materials, and assumptions clearly in writing before work commences.
We will not vary the agreed scope of work or charge for additional time without your prior agreement. If circumstances change — e.g. we uncover an unexpected problem — we will:
In an emergency where the risk of further damage is high (e.g. an active leak), we may take limited additional stabilisation steps and confirm the variation with you immediately afterwards.
To allow us to complete the work safely and efficiently, you agree to:
We are not responsible for delays, additional charges or damage caused by failure to provide the above.
Under the Consumer Contracts Regulations 2013, where you enter into a contract with us off our premises (i.e. at your home, or remotely by phone or online), you have a 14-day right to cancel, starting the day after the contract is formed.
To cancel, simply tell us in writing (email or text to the contact details below) within the 14-day period. You don’t need to give a reason.
If you ask us to start work before the end of the 14-day period and then cancel within it, you must pay a reasonable amount for the work already done up to the time you cancelled. We will refund any balance.
For genuine emergency call-outs (burst pipe, active leak, flooding, overflowing drain) where you have asked us to attend at short notice to deal with the immediate problem, you waive the 14-day cancellation right by requesting urgent attendance. This is consistent with reg. 36(1)(c) of the Consumer Contracts Regulations 2013.
If you cancel a booking after the 14-day period but before work has started, we may charge a reasonable cancellation fee covering any costs already incurred (e.g. materials ordered, scheduled engineer time).
We may cancel a job if circumstances make completion impossible or unsafe (e.g. discovery of asbestos, structural problems, unsafe working conditions). In that case we will refund any payment made for work not completed, less reasonable costs already incurred.
All installations we carry out are covered by a written 3-month workmanship guarantee, starting from the date the work is completed. The guarantee period runs from the completion date and is not affected by when the final invoice is issued or paid.
If, within 3 months of completion, an installation we carried out fails or develops a defect as a direct result of our workmanship (e.g. a leak at a joint we made, a fitting that has come loose, a soldered connection that has failed), we will return and put it right at no charge.
Contact us in writing (email, phone or the contact form on this website) describing the issue. We will respond within 2 working days and arrange to inspect or attend.
Parts, fittings, fixtures, appliances and materials we supply carry their manufacturer’s warranty — typically 12–24 months, longer for premium products. We pass these warranties through to you directly. We will provide warranty documentation on request.
Where a part fails within its manufacturer warranty period, we will liaise with the manufacturer on your behalf where reasonably possible. The cost of fitting any replacement part is not included — this will be quoted separately at our standard hourly rate.
If you supply your own parts or fixtures (e.g. bathroom suite, taps, shower), warranty for those parts is your responsibility. We are not liable for failure or defect in customer-supplied items.
Nothing in these terms restricts your statutory rights. Under the Consumer Rights Act 2015, services must be:
If a service does not meet these standards, you are entitled to a repeat performance or a price reduction. These rights typically apply for up to 6 years from completion of the work (5 years in Scotland), depending on the nature of the issue.
For more information visit Citizens Advice or gov.uk consumer rights.
We hold:
Where damage is caused by our negligence in carrying out the work, our liability will be covered by our public liability insurance up to the limits of that policy.
We are not liable for:
Nothing in this section limits our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be limited or excluded under UK law.
If something hasn’t gone as it should, please tell us. We take complaints seriously and aim to resolve them quickly.
How to complain:
What we’ll do:
If we are unable to resolve a complaint between us, you may have access to Alternative Dispute Resolution (ADR) through approved bodies such as the Centre for Effective Dispute Resolution or the courts in England and Wales.
These terms and any contract formed under them are governed by the laws of England and Wales. Disputes will be subject to the exclusive jurisdiction of the courts of England and Wales, except where you live in Scotland or Northern Ireland, in which case the courts of your jurisdiction may also apply.
For any question about these terms, our services or a contract you have with us:
We may update these terms from time to time. The version that applies to your contract is the one in force at the date the contract was formed. Material changes will be communicated in writing.