Terms and Conditions of Service

Service Terms & Conditions

  1. Introduction

These are East & Gray Ltd’s Terms & Conditions. They tell you:

  • The rules for using our services
  • What you can expect from East & Gray
  • Your rights and responsibilities
  1. When These Terms Apply

Please ensure you read these terms before using our services. By using our services, you are agreeing to these terms. You’re also agreeing to our: Terms of Use, Privacy and Cookie policies.

The latest version always applies, and we’ll usually only make updates when we offer a new service, change how we provide a service, or have to comply with a new legal requirement.

  1. What Do We Mean by “Services”?

Anything offered by East & Gray Ltd, across all the trades we cover (Plumbing, Heating, Drains, Bathrooms, Electrics, Carpentry, Appliances, Building, Emergencies and Commercial):

  • Enquiries
  • Estimates
  • Project Work
  • Installations
  • Repairs
  • Emergency Call Outs
  • Servicing
  • Guarantees
  1. Terminology

For the purpose of these terms & conditions the following words have the following meanings:

  • “Us/We/Our” refers to East & Gray Ltd.
  • “You” refers to you: the customer (the person or organisation for whom we agree to carry out work and/or supply or materials).
  • “Tradesperson/tradespeople” refers to the representative(s) appointed by East & Gray Ltd to carry out work.

We reserve the right to refuse or decline to undertake any work. We reserve the right, at our absolute discretion, to designate the tradesperson/tradespeople who will represent us.

  1. Hourly Rate for Work

The total charge to you will consist of the cost(s) of:

  • Labour (the amount of time spent by the tradesperson carrying out work) including all reasonable time spent in obtaining non-stocked materials, charged in accordance with our current hourly rates.
  • Materials supplied by us (not exceeding the trade purchase price of materials +30% markup).

You will only be charged for the time spent related to your work. All other time, i.e. lunch breaks, is non-chargeable. All charges are subject to VAT at the prevailing rate, except in cases where the work carried out is zero rated.

Current labour charge rates

  General Plumbing Central Heating, Gas
& Unvented DHW
First Hour £ 76.50 £ 94.00
Subsequent Hourly Rate £ 72.00 £ 83.00
Half-hour Rate £ 40.00 £ 48.00
Outside normal hours – per hour £ 115.00 £ 141.00
Day rate, for one man £ 480.00 £ 540.00
Landlord’s Gas Safety Certificate   £ 90.00
Wall Hung Boiler Service   £ 90.00
Combined boiler service and Landlord’s   £ 150.00
Floor Standing Boiler Service   £ 150.00
Back Boiler Service   £ 180.00
  1. Fixed Price, Quoted and Estimated work

For certain types of work, we offer a fixed price, including:

  • Boiler servicing
  • Landlords Gas Safe inspections

Fixed price work is as described – the price is fixed for the defined service that we carry out for you.

For larger projects, we offer a quoted price, including for:

  • Boiler installations
  • Domestic hot water installations
  • Bathroom, cloakroom and kitchen installations

Where we have provided you with a quotation, this will clearly define the exact scope of work and the quoted cost of carrying out the work. Upon completion, you will be invoiced for the scope of work quoted for, plus the cost of any additional scope that you have requested us to carry out or have agreed to.

All our quotations carry a time limitation – generally 30 days from the date the quotation was issued. This is because the cost of parts and materials can fluctuate over time. We reserve the right to charge you additional amounts in the event of:

  • If, after submission of the quotation, you instruct us (in writing or verbally) to carry out additional work not referred to in the quotation.
  • If, after submission of the quotation, and outside the validity time period of the quotation, there is an increase in the price of materials.
  • If, after submission of the quotation, it is discovered that there was a manifest error when the quotation was prepared.
  • Requirement for a detailed Insurance Report will incur an additional charge of £100.00.

For bathroom quotations:

Unless specifically included in our quotation, all work is limited to tasks carried out inside the bathroom/cloakroom and makes certain assumptions regarding the existing services to and from your bathroom, including that all waste pipework and drainage is sound, serviceable and compliant with building regulations. Any additional work required to bring any services up to standard will be chargeable in addition to the quoted price.


For boiler and heating quotations:

All boiler quotations assume that your existing gas supply provides sufficient gas flow for the new boiler. This is something which can only be determined once the new boiler is installed and gas flow measurements have been taken. If your gas supply requires upgrading to meet the Gas Safe standards or the manufacturer’s minimum requirements specification, this additional work will be chargeable.


All quotations involving electrical work assume that your electrical installation meets current electrical standards, that effective earth bonding is in place and that we can connect up a boiler or other electrical equipment safely and without any electrical alterations. Where additional electrical work is necessary, this will be chargeable. 



For most other work, we offer an estimate for the work to be carried out.

Where we have provided you with an estimate, this will clearly define the scope of work and our estimation of the time taken to carry out the work. The time estimated to complete the tasks and the parts required is our view of how long the work should take. However, each job is different, and you will be invoiced for the actual hours worked, plus all parts used.

An example is where we are carrying out repairs to a heating system which involves draining and refilling the system. We may estimate that the draining and refilling part of the job will take 2 hours, but in reality, it may take 3.5 hours. We have no way of knowing in advance how long draining and refilling your system will actually take and you will be invoiced for the actual hours taken to complete the tasks.

Upon completion of estimated work, you will be invoiced for the time taken to complete the work, plus the cost of parts and materials used  (as defined above).

You will also be charged for the following in addition to our estimated figures:

  • If, after submission of the estimate, you instruct us (in writing or verbally) to carry out additional work not referred to in the estimate.
  • If, after submission of the estimate and outside the validity time period of the estimate there is an increase in the price of materials.
  • If, after submission of the estimate, it is discovered that there was a manifest error when the estimate was prepared.
  • Requirement of a detailed Insurance Report (in addition to the estimate and invoice) will incur an additional charge of £100.00.
  • Whilst we issue an estimate free of charge, where you have called us out specifically to investigate or attend to an issue and the result of that is an estimate for further remedial work, you will also be charged for the initial visit during which we assessed exactly what remedial work needed doing. This is because you have used the expertise of our engineers to diagnose the problem and assess and document how it needs to be fixed. 

When we carry out repairs to your boiler, we cannot guarantee that these will always be successful. Fixing one problem often reveals further issues which in turn require further remediation and costs can escalate rapidly. Boiler repairs are often iterative, and all such repair work is carried out on the basis of being task-based and not outcome-based. You will be invoiced for the work carried out, regardless of whether the outcome is successful or not.

As central heating repairs can be expensive, you should always consider the economics of repair versus replacement – especially with older boilers and equipment. 

We will not be under any obligation to provide an estimate to you and we will not be bound by any estimate given orally or in which manifest errors occur.

  1. Parts and Materials Collection

Collection of non-stock items is chargeable, however:

  • The time taken will be kept to a minimum and within reason and should not exceed 45 minutes.
  • Only one tradesperson is permitted to leave the job to collect the required materials/parts.
  1. Invoices & Payment

Upon your agreement for us to carry out estimated or quoted work, we do not normally ask for a deposit. We do however reserve the right to request a deposit or full payment in advance, at our discretion.

Upon completion of work, you will be invoiced, for which payment is due on receipt. East & Gray Ltd reserves the right to accrue and charge interest on any part of an invoice which remains unpaid at a rate of 4% over the base rate until payment is received by us in full.

Where payment in full has not been received for more than 30 days after it is due and where you have not made us aware of a valid reason for non-payment, we reserve the right to either assign the debt to a third party for collection, or take legal action to recover the debt and charge you for our reasonable costs in dealing with such additional administration.

You accept sole liability to make payment in full, unless you disclose when initially instructing us that you are acting on behalf of a third party.

  1. Timekeeping

Where the date and/or time for work to be carried out is agreed, we will use reasonable endeavour to ensure that the tradesperson attends accordingly. We accept no liability in respect of non-attendance or late-attendance on site of the tradesperson, or for the late or non-delivery of materials.

We will not be liable for any delay, or for the consequences of any delay in performing any of our obligations if such delay is due to any cause beyond our reasonable control and we will be entitled to a reasonable extension of the time for performing such obligations.

  1. Cancellation

If you need to cancel (or rearrange) your booking, you must notify us by telephone before 17:00 on the working day prior to the scheduled booking. Working days are Monday to Friday, excluding public holidays.

If you cancel your booking after this time and we are unable to fill that engineer’s vacant slot, you will be liable for the cost of any lost time and materials ordered by us, together with the profit that would have been made by us.

There are times when we are very busy and have to divert our employees to attend to an urgent job, such as a gas or major water leak. We prioritise work based upon the urgency and needs of all our customers and this may mean that we sometimes have to cancel non-urgent work to be able to accommodate this. We will not be liable for cancelling or re-scheduling of your work or any consequential loss caused because of this.

  1. Satisfaction

East & Gray Ltd are committed to providing professional, top quality service to every customer. If after we have carried out the work, you are not wholly satisfied with our service, you must provide us with written notice of this within a reasonable time – normally within 30 days. You must allow us and our insurers or agents the opportunity to both inspect and carry out remedial work where appropriate. 

  1. Guarantee

For your peace of mind, we provide a 12 month guarantee on all work carried out by an East & Gray tradesperson in respect of faulty workmanship. This is active from the date of completion of work and is in addition to any manufacturer’s warranty on parts supplied by us.

The guarantee will become null & void if the subject of the work carried out by us is:

  • Subject to misuse or neglect
  • Repaired, modified or tampered with by anyone other than an East & Gray tradesperson

We accept no liability for or guarantee the suitability of any parts or materials supplied by you and we accept no liability for any consequential loss, damage or fault relating to such parts or materials not supplied by us.

We will assist you in dealing with manufacturers and any guarantee that they offer relating to defects in their parts. In the event of the failure of or apparent defect in a part supplied by us, your first point of contact should be the manufacturer of the part concerned.

We will not guarantee any work in respect of:

  • Clearing blockages in waste pipes or drainage systems
  • Clearing blockages in any part of a central heating system or boiler
  • Any work undertaken on instruction from you and against the written or verbal advice of the attending tradesperson.

Our workmanship is only guaranteed in respect of work directly undertaken by us and for which payment in full has been made. Any non-related faults arising from work which has not been undertaken by us will not be guaranteed.

When we carry out repair work on central heating boilers or other heating installations, you are engaging us to use our skills and expertise to attempt to fix the issue. Despite our best endeavours, we cannot guarantee that the work carried out will be successful or will fully resolve the issue. No warranty is given in respect of such work and unless we have been negligent, we accept no liability in respect of the effectiveness of such work or otherwise.

  1. Liability

We will only be liable for rectifying our own guaranteed work, and will not be held responsible for any ensuing damage or claims resulting from other work overlooked or subsequently requested and not undertaken at the time.

We will not be held liable or responsible for any damage or defect resulting from work not fully guaranteed by us, or where further recommended work has not been carried out.

We shall not be held liable for any delay, or consequences of any delay, in performing our obligations if such a delay is due to any cause beyond our reasonable control and we shall be entitled to reasonable time extensions.

When carrying out repairs to boilers, we sometimes find that parts are corroded and can break easily, rendering your boiler unusable. Although we use our best care and skill, we cannot be held liable for any such damage caused where we have not been negligent.  

However careful we are when dismantling or working on bathroom suite items such as toilets, basins and taps, the normal process of removal may expose an inherent weakness or cause damage to that item. We cannot be held responsible for any resulting damage where we have not been negligent.


When we carry out repair work on central heating boilers or other installations, you are engaging us to use our skills and expertise to attempt to fix the issue. Despite our best endeavours, we cannot guarantee that the work we carry out will always be successful or will fully resolve the issue.  When we commence repairs on a boiler or other installation, we are not taking on ownership of your equipment or responsibility for all its faults. In the event that the work we carry out is not successful in fixing the problem, despite our best endeavours, all such work will still be fully chargeable.


As Gas Safe registered engineers, there are times when we are compelled by law to turn off your boiler or other gas appliance and/or mark it as ‘At Risk’ or ‘Immediately Dangerous’. This is for your own safety and the safety of others. In such circumstances, we cannot be held liable for the loss of use of your boiler or any other consequential loss of turning your boiler or other gas appliance off.

When we discover a gas leak or any anomaly with your gas supply, we are obliged to call out the respective gas maintenance contractor (currently Cadent). We cannot accept any liability for the actions of such contractor.

You will be solely liable for any hazardous situation in respect of the Gas Safe Regulations or any Gas Warning Notice issued by an East & Gray Ltd tradesperson.

  1. Title to Goods

Goods supplied and delivered by us to you, or your premises shall remain our property until paid for by you in full. Whilst goods remain our property we have the absolute authority to:

  • Retake, sell or otherwise deal with or dispose of all or any part of these goods.
  • Enter any premises, at any time and without notice, in which goods or any part thereof is installed, stored or kept, or is reasonably believed so to be.
  • Seek a court injunction to prevent you from selling, transferring or otherwise disposing of such goods.

The risk in such goods will pass to you on delivery to you. You must insure them at replacement value, and if asked you must produce evidence that they are properly insured.

  1. General

These terms and conditions may not be released, discharged, supplemented, interpreted, varied or modified in any manner except by an instrument in writing signed by a duly authorised representative of East & Gray Ltd.

These terms and conditions will prevail over any terms and conditions used by you or contained, set out or referred to in any documentation sent to us by you. By entering into a contract with us you agree irrevocably to waive the application of any terms and conditions other than those stated above.

These terms and conditions supersede and take precedence over any other terms or conditions stated, written or implied elsewhere, including in our quotations, estimates or any accompanying documentation.

These terms and conditions, and all contracts awarded between us and you, shall be governed and construed in accordance with English Law and shall be subject to the exclusive jurisdiction of the English Law system.


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