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Terms and Conditions





These Terms and Conditions are the standard terms which apply to the provision of plumbing and Heating services by Gas Ray LTD  (“the Trader”) to customers who require plumbing services to be provided at their home. Please read them carefully and ensure that you understand and agree to them. If you have any questions, please contact us.


These Terms and Conditions apply where the customer is a “Consumer” as defined by the Consumer Rights Act 2015.


1. Definitions and Interpretation

1.1.   In these Terms and Conditions, unless the context otherwise requires, the following expressions have the following meanings:


“Agreed Times” means the times which You and We agree for the Plumber to have access to the Property to complete the Job [as specified in the Agreement];
“Agreement” means the contract into which You and We will enter if You accept the Quotation. The Agreement will incorporate, and be subject to, these Terms and Conditions[. Our standard form of Agreement is attached as Schedule 1];
“Business” means any business, trade, craft or profession carried on by You or any other person or organisation;
“Consumer” means a “consumer” as defined by the Consumer Rights Act 2015, and in relation to these Terms and Conditions means an individual customer of the Trader who receives Plumbing Services for their personal use and for purposes wholly or mainly outside the purposes of any Business;
“Deposit” means the deposit You may be required to pay in accordance with Clause 5;
“Final Fee” means the total of all sums You must pay which will be shown on the invoice issued in accordance with Clause 6;
“Job” means the complete performance of the Plumbing Services;
“Model Cancellation Form” means the model cancellation form attached as Schedule 2;
“Order” means Your initial request for Us to provide the Plumbing Services as set out in Clause 4;
“Plumber” means Us or Our employee who will be responsible for providing the Plumbing Services;
“Plumbing and Heating Services” means the plumbing and heating services We will provide as specified in the Agreement;
“Products” means the products required for the provision of the Plumbing Services which We will supply (if any) as specified in the Agreement;
“Property” means Your home, as detailed in the Order and the Agreement, at which the Job is to take place;
“Quotation” means the quotation We give to You in accordance with Clause 4 detailing the services We will provide to You and the fees We will charge;
“Quoted Fee” means the fee set out in the Quotation which may change according to the actual work undertaken as set out in Clause 6 of these Terms and Conditions;
“Start Date” means the date You and We agree on for Us to start providing the Plumbing Services as specified in the Agreement;
“Visit” means any occasion, scheduled or otherwise, on which the Plumber visits the Property to provide the Plumbing Services;
“We/Us/Our” means the Trader and includes all employees, agents and sub-contractors of the Trader; and
“You/Your” means a Consumer who is a customer of the Trader.


1.2.  Each reference in these Terms and Conditions to “writing”, and any similar expression, includes electronic communications whether sent by e-mail, [text message,] fax or other means.

1.3.   Each reference to a statute or provision of a statute is a reference to that statute or provision as amended or re-enacted at the relevant time.

1.4.   Each reference to “these Terms and Conditions” is a reference to these Terms and Conditions.

1.5.   Each reference to a Schedule is a reference to a schedule to these Terms and Conditions.

1.6.   The headings used in these Terms and Conditions are for convenience only and do not affect the interpretation of these Terms and Conditions.

1.7.   Words signifying the singular number will include the plural and vice versa.

1.8.   References to any gender will include any other gender.

1.9.   References to persons, unless the context otherwise requires, include corporations.


2.   Information about Us

2.1.   We are a private limited company..

2.2.   We trade under the name Gas Ray LTD

2.3.   We are registered in United Kingdom under number 10742946

2.4.   Our registered office is at 9 Parkstone Road, London , SE15 4UQ

2.5.   Our main trading address is same as 2.4.

2.6.   Our VAT number is – company is not VAT register.

   3.   Communication and Contact Details

3.1.    If You wish to contact Us with questions or complaints, You may contact Us by telephone at 07479465706 or by email at

3.2.   In certain circumstances You must contact Us in writing (as stated in various Clauses throughout these Terms and Conditions). When contacting Us in writing You may use the following methods:

3.3.   contact Us by email at ; or

3.4.   contact Us by pre-paid post at Gas Ray ltd, 9 Parkstone Road, London, SE15 4UQ.


4.   Orders

4.1.   We have three types of order: hourly rate work, Fixed price, Quote work

4.1.1   Hourly rate work is described as maintenance work. If the work require up to 4 hours you will be charged by hourly rate. Examples of this type of work are: Blockages, tap replacements, Toilet repairs, tap repairs, Boiler repairs, Plumbing maintenance work, Heating maintenance work, Inspections etc.

If the work require more than 4 hours then You will be charged on daily charge.

4.1.2.   Fixed price work is described like work which comes on the pre-fixed charge and you will not be charged more than what is agreed between You and Us.

4.1.3.   Quoted work is described like bigger type of work such as installations of central heating systems, Plumbing systems, Boiler installations, Bathrooms etc. This type of work require pre-visit of the property by Our engineer for inspection. The pre-visit is payable and it cost £75 plus additional expenses like Congestion charge and Parking.

4.2.   We accept orders for Plumbing and Heating Services via telephone, e-mail or text message.

4.3.   When placing an Order You should set out, in detail, the Plumbing and Heating Services required. Details required include the location and size of the Property, the number and type of rooms in which work is required and the type(s) of work required (e.g. piping, installation of appliances etc.) if the order is regarding the plumbing or heating issues we may need  other information like pictures and videos of the issues. The engineer will contact you a soon as possible for more information.

4.4   Once the Order is complete and submitted We will prepare a Quotation or Estimate and send it to You either by email or first class post. The Quotation or Estimate will set out the required Deposit (if applicable) and fee (see Clauses 5 and 6).

4.5.   If We cannot accept your Order, We will inform you of this in writing, text message or phone call.

4.6.   You may make changes to the Order and Quotation or Estimate before accepting it.

4.7.   You may accept a Quotation by signing and dating a copy of it and returning it to Us or confirming by e-mail or text message within 14 days after the date We issue the Quotation.

4.8.   If you wish to change your Order after accepting the Quotation, please contact Us and We will tell you whether or not the change can be accommodated, along with any changes to the fees payable as a result. If we cannot accommodate the changes or the changes to the fees or other matters are not acceptable to you.

4.9. Placing the Order for us mean Customer agree with Our Terms and Conditions.

5.   Deposit

5.1.   At the time of accepting the Quotation or not more than 7 calendar days thereafter, depending on the nature of the work and any specialist Products required in advance, You may be required to pay Us a Deposit. The Deposit will be 30% of the Quoted Fee.  We will not confirm an Order until the Deposit is paid in full.

5.2.   If you cancel the Plumbing and Heating Services, We may retain some or all of the Deposit.

6.   Fees and Payment

6.1.   The Quoted Fee will include the price payable for the Plumbing and Heating Services and for the estimated Products required.

6.2.   We will where reasonably possible use only the Products (and quantities of Products) set out in the Quotation and the Agreement; however, if additional Products are required, We will adjust the Final Fee to reflect this. We will keep any increases to a necessary minimum, will keep You informed at all times, and will not proceed without your agreement.

6.3.   If the price of Products or services increases during the period between Your acceptance of the Quotation and the Start Date, We will inform You of the increase and of any difference in the Final Fee. If You do not wish to accept the increase, You may cancel and receive a full refund of all sums paid including, where applicable, the Deposit.

6.4.   The Quoted Fee and the Final Fee are include of VAT. If the rate of VAT changes We will adjust the amount of VAT that You must pay.

6.5.   We will invoice You when the Job has been completed.

6.6.   You must pay any invoice within 7 calendar days of receiving it.

6.7.   We accept the following methods of payment:

      • Credit/Debit card; There is 1.69% charge increasement using this type of payment
      • Cash;
      • Cheque;
      • Bank Transfer.

6.8.   If You do not pay an invoice by the due date We may charge You interest on the overdue sum at the rate of 10% above the base rate of Bank of England from time to time until payment is made in full. Interest will accrue on a daily basis from the due date until the actual date of payment, whether before or after judgment.

6.9.   If You have promptly contacted Us to dispute an invoice in good faith, We will not charge interest while such a dispute is ongoing.

7.   Plumbing and Heating Services

7.1.   We will provide the Plumbing and Heating Services in accordance with the specification set out in the accepted Quotation.

7.2.   We may provide sketches, plans, diagrams or similar documents in advance of the Job. Any such material is intended for illustrative purposes only and is not intended to provide an exact specification of the Job nor to guarantee specific results.

7.3.   We will use reasonable endeavours to ensure that the Products We use match those chosen by You and are consistent throughout the Property (or relevant parts of the Property). There may be slight variations to the same Products as a result of differences between photographs, catalogues and other materials, and the Products themselves, or as a result of minor technical changes which will not impact your use of the Product in question. Product packaging may also vary. If different Products are required due to non-availability, We will not supply them without consulting with You first, in advance of the Job. If You do not wish to accept the alternative Products, You may cancel and receive a full refund of all sums paid including, where applicable, the Deposit.

7.4.   We will ensure that the Plumbing Services are performed with reasonable care and skill and to a reasonable standard which is consistent with best trade practice.

7.6.   We will ensure that We comply with all relevant codes of practice.

7.7.   We will properly dispose of all waste that results from Our provision of the Plumbing and Heating Services.

7.8.   Where a Job is to last for more than one working day, the Plumber will where reasonably possible leave the Property in a clean and tidy state and minimise any disruption to Your use and enjoyment of the Property while work is being carried out. We will wherever possible store all tools and materials only in areas where work is being carried out or remove them from the Property at the end of each working day.

7.9. During emergency We do not take liability of damages which are case of our work to resolve the problem.

8.   Guarantee and Faulty Products

8.1.   If any Products are supplied in the course of Us providing the Plumbing and Heating Services, and You discover a defect with one or more of those Products or if the Product or Products have been incorrectly described, You should inform Us using the contact details above in Clause 3.

8.2.   Gas Ray ltd guarantee the labour work  for 12 months carried out by our plumbers.  The labour guarantee starts form the date of completion of  the work. Gas Ray ltd doesn`t  keep responsibility of the manufacturer products. Any products faults are subject to manufacturer guarantee.

8.3.    We do not Guarantee Blockages in waste pipes and drainage. We do not guarantee any work carried by your instructions unless is written discussed with us.

8.4.   Work complete by Us is under Gas Ray ltd guarantee. Our guarantee is rejected if other trade person than Gas Ray ltd plumber do any  repairs, modifications or any kind of work on Our work. Negligence and misuse are subject to reject Our guarantee.

9.   Problems with Our Service

9.1.   If there is a problem with the result of the Our Services, i.e. they have not been provided with reasonable care and skill, You are entitled to ask Us to repeat or fix the service, or to get a price reduction if this is not possible.

9.2.   We always use reasonable efforts to ensure that Our provision of the Plumbing and Heating Services is trouble-free. If, however, there is a problem with the Plumbing and Heating Services We request that You inform Us as soon as is reasonably possible. We will use reasonable efforts to remedy problems with the Plumbing and Heating Services as quickly as is reasonably possible and practical.

9.3.   We will not charge You for remedying problems under this Clause 9 where the problems have been caused by Us [or where nobody is at fault]. If We determine that a problem has been caused by incorrect or incomplete information or action provided or taken by You, We may charge You for remedial work.

9.4.   As a consumer, You have certain legal rights with respect to the purchase of goods or services. For full details of your legal rights and guidance on exercising them, it is recommended that You contact your local Citizens Advice Bureau or Trading Standards Office.

10.   Your Obligations

10.1.   If any consents, licences or other permissions are needed from any third parties such as landlords, planning authorities, local authorities or similar, You must obtain them before We begin to provide the Plumbing and Heating Services.

10.2.   We may ask you to move or remove certain furniture, fixtures and fittings in the Property before we begin work. Unless You and We specifically agree otherwise, this is Your responsibility.

10.3.   You will ensure that the Plumber can access the Property at the Agreed Times to provide the Plumbing Services.

10.4. Landlord, property owner or tenant it must inform us for any special requirements in the property. This including property construction, internal and external parts of the property, flooring, ceiling, furniture etc. which can be case of damage.

10.5.   You may either give the Plumber a set of keys to the Property or be present at the Agreed Times to give the Plumber access. We promise that all keys will be kept safely and securely by the Plumber.

10.6.   If You do not provide the required access to the Property or make it impossible for Us to provide the Plumbing Services by failing to comply with any other provision in this Clause 10, and do not have a good reason for this, We may invoice you for any additional charges incurred as a result.

10.7.   You must ensure that the Plumber has access to electrical outlets and a supply of hot and cold running water.