Terms & Conditions

MPH Installations Ltd (trading as MPH Plumbing & Heating / MPH Trades)

1. Introduction

These Terms & Conditions govern MPH Installations Ltd’s plumbing, heating, bathroom installation and associated services. They explain responsibilities, payments, variations, cancellations, guarantees and disputes. Nothing in them affects statutory consumer rights.

2. When These Terms Apply

These terms apply when incorporated into the contract. Our quotations link to these terms and expressly state that acceptance of the quotation constitutes acceptance of them. The applicable version is the version in force when the quotation is accepted. Later changes do not apply retrospectively without agreement. Expressly agreed quotation terms take precedence over general terms, subject to law.

3. Services

Services may include plumbing, heating, bathrooms, boilers, drainage, emergency work, electrical and associated building trades, surveys, repairs and maintenance. The agreed quotation or instructions define the contracted scope.

4. Terminology

“MPH” means MPH Installations Ltd; “customer” means the contracting person or organisation; “tradesperson” includes employees and appointed subcontractors; “quotation” means a fixed-price offer for a stated scope; “estimate” means an indicative cost assessment; “variation” means an agreed change; “substantial progress” has the meaning in Section 9.1. MPH may decline work before contract formation and may allocate suitably qualified tradespeople.

5. Hourly Rate Work

Charges comprise agreed hourly labour, reasonable time obtaining necessary non-stock materials, materials at MPH’s applicable selling prices and agreed additional charges. Materials may include procurement, handling, transport and commercial margin; there is no fixed 25% markup cap. Applicable rates and charging basis will be disclosed before work. Unforeseen additional charges will be explained and agreed where reasonably practicable. Consumer prices include VAT where applicable.

6. Fixed Price Work, Quotations and Estimates

Fixed quotations cover the expressly agreed scope and specification. Prices may incorporate labour, materials, overhead, contingency and profit; they are not limited by equivalent hourly charges or a materials markup. MPH will not increase an agreed fixed price simply because it underestimated costs. Changes require an agreed variation or another lawful basis. Estimates are indicative and charged on the agreed basis; material increases will be notified and approved before expenditure beyond the authorised scope.

6.1 Preparation of Existing Surfaces

Unless quoted otherwise, standard preparation includes removal of one layer of existing tiles, cladding or floor covering, reasonable scraping of residual adhesive and minor filling, sanding or levelling. It excludes replacement or repair of plasterboard, cement board, plywood, floor substrates, timber, plaster, render, screed, structural elements, water damage, damp, rot, mould, unstable substrates, significant unevenness, excessive adhesive and concealed defects unless expressly included. MPH will notify customers of necessary additional work and costs before proceeding, except proportionate urgent safety action.

6.2 Unforeseen Additional Works

Concealed defective pipework, drainage, wiring, floors, walls or other conditions outside the agreed/visible scope will be explained and separately quoted. Customers may decline variations; MPH need not provide out-of-scope work without payment. If additional work is essential for safe or proper completion, affected work may be suspended while an alternative is discussed. If no lawful workable solution is reached, the affected contract may end with fair reconciliation.

6.3 Estimates

An estimate is not a guaranteed fixed price. Charges follow the disclosed basis. MPH will advise of material increases when reasonably foreseeable and obtain agreement before incurring unauthorised expenditure.

7. Offers and Incentives

Promotions and incentives are subject to their stated conditions and eligibility. Offers cannot be combined without agreement. Complimentary designs or CAD drawings are subject to the terms communicated with the offer.

8. Material Collection

For hourly work, reasonable collection time for necessary non-stock materials may be charged at the agreed rate, ordinarily no more than 45 minutes without explanation. Normally one tradesperson will collect materials where several attend. Collection is not charged separately for fixed-price work unless agreed.

9. Invoices and Payment Terms

• Bathroom supply and installation: 50% deposit on acceptance, 40% at substantial progress, 10% on completion.

• Bathroom installation-only: 30% deposit, 60% at substantial progress, 10% on completion.

• Boiler installation: deposit and balance as stated in the accepted quotation, with the outstanding balance otherwise due on completion.

• Plumbing, heating repairs and servicing: payment on completion unless otherwise agreed.

A different expressly agreed quotation schedule takes precedence. Invoices fall due at the agreed milestone and upon request. Advance payments must be agreed before contract formation. On overdue undisputed amounts, MPH may charge simple interest at 4% per annum above Bank of England base rate, calculated daily, only to the extent lawful and fair. Statutory remedies for defective or incomplete work remain unaffected.

9.1 Substantial Progress

Substantial progress means the majority of the contracted work has been completed and the agreed stage-payment milestone reached. For bathrooms this normally includes substantial first fix, surface preparation and a substantial proportion of tiling, panelling or cladding as applicable; second fix, finishing, commissioning and snagging may remain. MPH assesses this milestone reasonably, objectively and in good faith against the agreed scope.

9.2 Withholding Stage Payments

Minor snagging does not automatically justify withholding the entire stage payment. MPH will address genuine defects or outstanding contracted items within a reasonable timeframe. Customers retain any lawful right to withhold a proportionate sum or exercise other statutory remedies.

9.3 Failure to Make Stage Payments

If an undisputed payment remains unpaid after reasonable written notice, MPH may reasonably and proportionately suspend further work, taking steps to leave the site safe. The programme may be reasonably extended where suspension is lawfully caused by customer non-payment. Statutory rights remain unaffected.

10. Timekeeping and Delays

MPH will use reasonable endeavours to meet agreed attendance dates and programmes. Project durations are estimates unless a binding deadline is expressly agreed. Material delays, including unforeseen conditions, supply issues, illness, weather or restricted access, will be communicated with a revised programme where reasonably practicable. MPH will mitigate delays. This does not exclude liability for MPH’s breach or lack of reasonable care and skill.

11. Cancellation and Rearrangement

Customers should notify MPH promptly of cancellation or rearrangement, preferably by the end of the preceding working day for routine appointments. Outside applicable statutory cancellation rights, MPH may seek reasonable losses directly caused by cancellation, including properly incurred planning costs, non-returnable project-specific materials, supplier charges, unavoidable labour commitments and other legally recoverable net losses. MPH must mitigate loss and account for avoided costs; deposits are not automatically non-refundable.

11.1 Cancellation Before Work

If cancellation occurs before commencement, recoverable sums are limited to reasonable legally recoverable loss, with appropriate credit for recoverable or reusable materials and costs avoided.

11.2 Cancellation After Work Commences

MPH may seek payment for work properly completed, materials supplied, unavoidable commitments and legally recoverable net loss. Prior payments are credited; refunds lawfully due will be made within the required period. Customers retain remedies where cancellation arises from MPH’s breach.

11.3 Statutory Cancellation Rights

Qualifying distance and off-premises contracts generally carry a 14-day cancellation right for services, subject to statutory exceptions and differing rules for goods and mixed contracts. MPH will supply the legally required pre-contract cancellation information and model form. Customers may cancel through any clear statement.

11.4 Work During Cancellation Period

If a customer requests services to start within an applicable cancellation period, MPH will obtain the legally required express request and acknowledgements, on a durable medium where required. Lawful proportionate charges may apply following cancellation. Cancellation rights may be lost following full performance only where all statutory conditions are met.

11.5 Emergency Works

Exceptions for expressly requested urgent repairs or maintenance apply only where statutory conditions are met. Other goods and additional services remain subject to applicable cancellation rules.

12. Customer Satisfaction and Complaints

Customers should report suspected incomplete, defective or non-conforming work promptly to [email protected]. MPH may request photographs, videos or a written description and arrange inspection and a reasonable opportunity to rectify verified defects. Assessment refers to the agreed scope, building regulations, manufacturer instructions, relevant industry standards, recognised tolerances and reasonable care and skill. Preferences beyond the agreed specification do not automatically constitute defects, but functionality alone does not prove conformity. Statutory remedies continue beyond any 12-month guarantee.

13. Workmanship Guarantee

MPH provides a 12-month workmanship guarantee from completion for defects directly attributable to its workmanship, additional to statutory rights. Manufacturer warranties apply separately. The guarantee ordinarily excludes faults caused solely by misuse, accidental damage, normal wear, unrelated existing faults, subsequent third-party alterations, omitted maintenance causing the defect, or inherent defects in customer-supplied goods that MPH could not reasonably identify or prevent. Exclusions apply only insofar as they caused the issue. Work on existing systems does not guarantee unrelated components. Clearance of a blockage does not guarantee unrelated or recurring blockages will not occur. An unpaid invoice does not extinguish statutory defect rights.

14. Liability

MPH will use reasonable care and skill and is responsible for employees and appointed subcontractors as required by law, including gas work undertaken under MPH’s contract. MPH is not liable for loss caused solely by unrelated pre-existing conditions, misuse or third-party interference outside its responsibility. Additional safety work outside scope may be separately quoted. Nothing excludes liability for death or personal injury due to negligence, fraud, fraudulent misrepresentation or any liability that cannot lawfully be excluded.

15. Ownership of Goods and Materials

To the extent legally possible, MPH retains title to separately identifiable unpaid goods until paid for. This does not automatically apply to fixtures or goods legally incorporated into the property. MPH has no unrestricted right of entry or removal. Lawfully owned, removable goods may be collected by reasonable agreement; disputes are resolved through lawful processes.

16. General Contract Provisions

The contract comprises the accepted quotation, these terms, agreed specifications and subsequently agreed variations. Variations may be approved by email, electronic acceptance, signed document, verbal agreement or another clear verifiable method. MPH may request written confirmation before additional work. Neither party may unilaterally alter the agreed scope or price except as permitted by contract or law.

17. Customer Access and Site Readiness

Customers must provide reasonable agreed access and a reasonably accessible work area, and disclose known hazards or restrictions. Where the site is not reasonably ready or access is denied, MPH may rearrange attendance and seek demonstrable, unavoidable additional costs caused by customer breach, subject to law and reasonable mitigation.

17.1 Access for Completion, Snagging and Remedial Works

The customer’s obligation to provide reasonable access continues throughout the project, including where only minor outstanding works, snagging, inspections or remedial works remain. MPH will offer reasonable appointment dates and appropriate notice. The customer agrees to cooperate in arranging access within a reasonable timeframe and must not unreasonably refuse, obstruct or repeatedly postpone suitable appointments without reasonable justification. Where access cannot be agreed, MPH may request alternative availability within a reasonable period.

Where MPH has made reasonable attempts to arrange attendance but reasonable access is not provided, MPH may record outstanding items, appointments offered and reasons for non-attendance. Delay directly attributable to the customer’s unreasonable failure to provide access shall not be treated as delay caused by MPH.

Where the works have otherwise reached an agreed payment milestone, unreasonable restrictions on access do not, by themselves, postpone payment of sums properly due. This does not automatically make payment for genuinely incomplete work due or restrict statutory rights.

MPH may seek reasonable, demonstrable and unavoidable additional costs directly caused by breach of access obligations, subject to applicable law and mitigation. Once reasonable access is provided, MPH will arrange completion of outstanding contractual works or rectification of verified defects within a reasonable timeframe. Nothing in this clause removes MPH’s contractual obligations or affects statutory consumer rights.

18. Pre-Existing Conditions and Concealed Defects

Quotations rely on reasonably observable conditions and expressly identified assumptions. MPH is not automatically liable for concealed faults that could not reasonably have been detected, including pipework, drainage, wiring, walls, floors, ceilings or structures. Discoveries will be explained and out-of-scope remedies quoted separately. This does not exclude responsibility for faults MPH should reasonably have identified, caused itself or agreed to rectify.

19. Variations and Additional Works

MPH will explain changes to scope, price and material programme effects before proceeding, and obtain verifiable approval except for proportionate urgent safety measures. Customers may refuse additional work; MPH need not perform out-of-scope work without payment. Where refusal prevents safe or proper completion, MPH may suspend the affected works and seek a reasonable alternative; lawful termination requires fair reconciliation.

20. Customer-Supplied Materials

Customers should ensure supplied goods are available and suitable, subject to any assessment MPH agreed to perform. MPH will handle and install them with reasonable care and skill, but is not responsible for inherent defects or incompatibility it could not reasonably identify or prevent. Reasonable additional labour or delay charges must be explained and agreed. MPH remains responsible for its own negligent damage or defective installation.

21. Completion, Snagging and Workmanship Standards

Completion is assessed against the agreed scope, specification and applicable standards. Minor snagging that does not materially affect safety, use or contractual conformity may be recorded for rectification within a reasonable agreed timeframe and does not automatically make the entire project incomplete. Customers retain rights in respect of genuine unfinished or defective work. Workmanship is assessed objectively using manufacturer instructions, relevant standards and tolerances; preferences beyond the agreed scope do not automatically require extra work.

21.1 Determination of Completion

MPH Installations Ltd shall be responsible for assessing and confirming when contracted works have reached completion, acting reasonably, objectively and in good faith. Completion is assessed against the agreed quotation, scope, applicable workmanship standards, manufacturer instructions and relevant tolerances. Customer sign-off or personal satisfaction is not itself a prerequisite where work conforms to the contract. Minor snagging that does not materially affect safety, functionality or contractual conformity will not of itself prevent confirmation of substantial completion. Genuine outstanding obligations and defects remain subject to rectification and statutory remedies. MPH’s assessment is not final or unchallengeable and does not restrict consumer rights. Confirmation of substantial completion does not automatically accelerate a final payment expressly due only upon full contractual completion.

22. Customer Conduct, Staff Safety and Termination

MPH will treat customers respectfully and expects equivalent treatment of its personnel. Customers may complain, challenge charges, obtain advice and threaten or commence lawful proceedings; these actions alone are not misconduct or grounds for termination.

22.1 Unacceptable Conduct

Serious misconduct includes threats of violence, intimidation, abuse, discriminatory or sexually inappropriate conduct, persistent targeted harassment, serious or repeated obstruction preventing safe and reasonable performance, deliberate denial of agreed access constituting material breach, or repeated serious misconduct after warning.

22.2 Warnings and Suspension

MPH may proportionately require written communications, designate a contact or suspend attendance. Unless immediate action is justified, MPH will provide written details and a reasonable opportunity to remedy conduct. Credible safety threats or serious harassment may justify immediate withdrawal and suspension.

22.3 Termination

MPH may terminate where serious misconduct makes performance unsafe or unreasonable, or a material breach continues after reasonable notice and opportunity to remedy. Sufficiently serious circumstances may justify immediate termination. MPH will confirm the reasons and effective date in writing.

22.4 Financial Reconciliation

Where termination is legally justified by serious customer breach, MPH may recover properly completed work, materials supplied, reasonable unavoidable commitments and other legally recoverable losses, subject to mitigation. All sums paid are credited and any amount due back refunded. Termination does not automatically forfeit a deposit or make the entire unperformed contract price payable. Customers retain remedies where MPH is in breach.

22.5 Site Safety and Handover

Both parties will cooperate to leave the site safe. MPH may document work and materials and arrange reasonable collection of its property and provision of relevant installation information.

23. Quotation Acceptance and Contract Documentation

Customers receive access to applicable terms and legally required pre-contract information before accepting a quotation. Acceptance incorporates these terms where properly brought to the customer’s attention. MPH will retain reasonable records of the quotation, accepted version, payments and variations. Where required, cancellation instructions and forms will be supplied.

24. Company Information

• Contracting company: MPH Installations Ltd

• Trading names: MPH Plumbing & Heating / MPH Trades

• Company registration number: 11659605

• Registered office and business address: 376 Newport Road, Cardiff, CF23 9AE, United Kingdom

• Telephone: 029 2167 3516

• Email: [email protected]

• Website: https://mphtrades.com

• Registered in England and Wales.

25. Statutory Rights and Governing Law

Nothing restricts statutory rights or liabilities that cannot lawfully be excluded. The contract is governed by the law of England and Wales, subject to mandatory consumer protections. If one provision is unenforceable, remaining provisions continue to apply to the extent permitted by law.

Statutory Cancellation Information

For qualifying distance or off-premises contracts, MPH will supply the applicable statutory cancellation information and model cancellation form before contract formation. A qualifying service contract ordinarily carries a 14-day cancellation period after contract formation. Customers may cancel by a clear statement to [email protected] or another permitted method. Refunds and any permitted charges for services already provided are determined by applicable legislation. Use of the model form is optional. The statutory model cancellation form must also be provided separately where required.