Welcome to Fusion Plumbing & Electrical Services. These Terms and Conditions (referred to as "Terms") govern the agreement between Fusion Plumbing & Electrical Services (referred to as"Fusion", "we", "our", or "us") and the Customer (referred to as "you", "your", or "Customer") for the provision of plumbing, electrical, heating, and maintenance services, including our 24/7 emergency support.
By booking or using our services, you agree to be bound by these Terms. If you do not agree with any part of these Terms, you should not proceed with booking or using our services.
We take pride in delivering professional, reliable, and timely services to both residential and commercial customers across Brent, Westminster, Camden, Kensington and Chelsea, Hammersmith and Fulham, and Ealing.
If you have any questions about these Terms or our services, please contact us at:
Phone: +44 7365 673767 (Available 24/7)
Email: info@fusionplumbingservices.co.uk
These Terms are designed to ensure transparency, outline the responsibilities of both parties, and provide clarity regarding the services we offer. We encourage you to read them carefully.
The following definitions apply to these Terms:
Fusion Plumbing & Electrical Services provides professional and reliable services to residential and commercial customers.
Our core services include:
A full list of services can be found on our website or by contacting our team. View our services.
Fusion provides services 24 hours a day, 7 days a week, including bank holidays.
Fusion operates in the following London boroughs:
Services may be provided outside these areas at Fusion’s discretion and may incur additional charges.
While Fusion aims to accommodate a wide range of service requests, the following are excluded:
Fusion reserves the right to decline a job if it deems the conditions unsafe, unsuitable, or beyond its capacity to complete effectively.
4.1.1 All estimates provided by Fusion Plumbing & Electrical Services ("Fusion") are based on the information available at the time and are valid for 28 days from the date of issue.
4.1.2 Estimates are not fixed-price quotes unless explicitly stated in writing. If additional work is required due to unforeseen circumstances or incorrect information provided by the Customer, Fusion reserves the right to revise the estimate accordingly.
4.1.3 If the cost of materials, labour, or other expenses increases by more than 10% between the estimate and the commencement of the Works, Fusion will inform the Customer and provide a revised estimate. The Customer may cancel the service if they do not accept the revised price, provided they do so before work begins.
4.1.4 Estimates do not include additional charges for specialist equipment, permits, or parking fees unless explicitly stated.
4.2.1 Services are charged based on Fusion’s standard rate card, which is available upon request. The rate card includes:
4.2.2 Material and Collection Charges
4.2.3 Markup on Materials
4.3.1 Non-Account Customers
4.3.2 Account Customers
4.3.3 Emergency Services Payment
4.3.4 Deposits
4.4.1 If a payment is overdue, Fusion reserves the right to charge:
4.4.2 Certificates, guarantees, and warranties will only be issued once full payment has been received.
4.4.3 In the event of non-payment by a third party (e.g., managing agents, tenants), the original Customer remains liable for the payment.
4.5 Cancellation Charges
5.1.1 Bookings can be made through our website, by phone, or via email. All bookings are subject to these Terms.
5.1.2 When making a booking, the Customer must provide accurate details, including the nature of the issue, location, and any relevant access requirements. Incorrect or incomplete information may result in delays or additional charges.
5.1.3 Appointments are subject to availability. Fusion will make every effort to schedule services at the agreed time, but specific time slots are not guaranteed.
5.2.1 Customers may reschedule appointments by contacting Fusion at least 24 hours before the scheduled time.
5.2.2 Fusion will accommodate rescheduling requests where possible but cannot guarantee availability for specific times.
5.3.1 Customers may cancel appointments by providing notice to Fusion:
5.3.2 If the Customer is not present at the property at the agreed time or fails to provide access, this will be treated as a cancellation, and the Customer will be charged for one hour at the applicable rate.
5.4.1 Fusion reserves the right to cancel or reschedule appointments due to unforeseen circumstances, such as extreme weather, staff illness, or other operational issues.
5.4.2 In the event of a cancellation by Fusion, the Customer will be offered the next available appointment or a full refund of any deposit paid.
5.5.1 For non-emergency Works exceeding £1,000, Customers have the right to a 14-day cooling-off period from the date of booking confirmation.
5.5.2 If the Customer cancels during the cooling-off period and work has already commenced (with their consent), they will be charged for any materials purchased and work completed up to the cancellation date.
5.6.1 Emergency service bookings are final and cannot be cancelled once a technician has been dispatched.
5.6.2 Payment for emergency services must be made immediately on-site and upon completion of the Works. Failure to provide payment may result in additional charges and/or refusal of further services.
5.7.1 If the scope of work changes after booking, Fusion will notify the Customer of any adjustments to the schedule or pricing.
6.1.1 The Customer must ensure that Fusion’s engineers have clear, safe, and unrestricted access to the property at the agreed time to carry out the Works.
6.1.2 If the Customer is not present or fails to provide access at the agreed time, this will be treated as a cancellation, and the Customer will be charged as per Section 5.3.2.
6.2.1 The Customer is responsible for obtaining any required permits, licenses, consents, or permissions needed before the Works commence, unless Fusion has agreed in writing to arrange this.
6.2.2 If Fusion cannot complete the Works due to the Customer’s failure to secure necessary approvals, the Customer will still be liable for any costs incurred.
6.3.1 The Customer must ensure that the work area is safe, free from hazards, and suitable for Fusion’s engineers to carry out the Works.
6.3.2 Fusion reserves the right to refuse to commence or continue work if the conditions are deemed unsafe or unsuitable (e.g., excessive clutter, risk of structural collapse, exposure to hazardous materials).
6.3.3 The Customer is responsible for removing any obstructions, fixtures, fittings, or personal belongings that could be damaged during the Works. Fusion will not be liable for damage to items that were not moved before the Works commenced.
6.4.1 The Customer must provide access to electricity, water, and other essential utilities where required for the completion of the Works.
6.4.2 If essential utilities are unavailable, and the Works cannot proceed as a result, the Customer may be liable for additional charges.
6.5.1 If the Customer supplies materials, parts, or equipment for use during the Works, Fusion accepts no liability for defects, faults, or failures resulting from those materials.
6.5.2 If Customer-supplied materials cause delays or additional work, the Customer will be responsible for the associated costs.
6.6.1 The Customer must provide accurate and complete information regarding the nature of the required Works at the time of booking.
6.6.2 If additional issues arise due to omitted or inaccurate information, Fusion reserves the right to adjust the pricing and timeline accordingly.
6.7.1 The Customer agrees to indemnify and hold Fusion harmless from any claims, damages, or losses that arise due to the Customer’s failure to fulfil their responsibilities under this section.
7.1.1 Fusion will make every reasonable effort to commence the Works at the agreed time and date, subject to availability and the Customer fulfilling their responsibilities outlined in Section 6.
7.1.2 The agreed start date for the Works is an estimate and not guaranteed. While Fusion strives to meet all agreed timelines, delays may occur due to unforeseen circumstances.
7.1.3 If delays are caused by factors outside Fusion’s control (e.g., adverse weather, supply chain issues, or the Customer’s failure to provide access or required permissions), Fusion will not be liable for any resulting costs or damages.
7.2.1 Fusion will aim to complete the Works within the estimated timeframe. However, the completion date is an estimate and subject to change depending on the complexity of the job and unforeseen circumstances encountered during the Works.
7.2.2 If additional work is required due to unforeseen issues (e.g., hidden damage, structural problems), Fusion will notify the Customer as soon as possible. Any changes to the timeline or pricing will be communicated and agreed upon before proceeding.
7.3.1 Unless explicitly agreed in writing, time shall not be of the essence for the commencement or completion of the Works. Fusion shall not be liable for delays, provided that reasonable efforts are made to perform the Works promptly.
7.4.1 If the Works are delayed due to the Customer (e.g., failure to provide access, lack of required approvals, or unavailability of utilities), Fusion reserves the right to charge for lost time and additional visits at the applicable rate.
7.5.1 If the Works are completed subject to snagging (minor adjustments or corrections), the Customer must provide access within 14 days of completion to enable Fusion to finalise the Works.
7.5.2 The Customer agrees to pay 95% of the total cost upon initial completion, with the remaining 5% payable upon the resolution of snagging. If access is not provided within 14 days, the full remaining balance will become due.
7.6.1 Fusion shall not be liable for failure to commence or complete the Works due to circumstances beyond its control, including but not limited to:
8.1.1 Fusion Plumbing & Electrical Services (“Fusion”) offers a 12-month workmanship guarantee for non-emergency Works completed by its engineers. This guarantee covers defects or faults resulting directly from Fusion’s workmanship.
8.1.2 This guarantee applies only to Works carried out and completed by Fusion and for which full payment has been received in accordance with Section 4.
8.1.3 Fusion’s guarantee is limited to repairing or making good any defects in workmanship at no additional cost to the Customer.
The following are excluded from Fusion’s workmanship guarantee:
Damage caused by external factors, including but not limited to:
8.3.1 Materials and parts supplied by Fusion are subject to the warranties provided by their respective manufacturers or suppliers. Fusion does not provide any additional guarantees beyond those offered by the manufacturer.
8.3.2 In the event of a defect in a manufacturer-supplied part, Fusion will assist the Customer in making a warranty claim but will not be held responsible for the manufacturer’s decisions or delays.
8.4.1 The Customer must notify Fusion in writing of any defects or issues within 7 days of discovering the problem.
8.4.2 Fusion reserves the right to inspect the alleged defect before carrying out any remedial work. The Customer must provide access to the property for this purpose.
8.5.1 If the Customer requests a call-out to inspect a defect that is found not to be covered under Fusion’s workmanship guarantee (e.g., caused by external factors, misuse, or third-party interference), the Customer will be charged at Fusion’s standard rates for the inspection.
8.6.1 Fusion’s liability under this guarantee is strictly limited to repairing or making good defects in workmanship. Fusion shall not be liable for consequential or indirect losses resulting from defects.
9.1.1 Fusion Plumbing & Electrical Services (“Fusion”) will exercise reasonable care and skill in performing the Works. However, Fusion’s liability is limited as outlined in this section.
9.1.2 Fusion’s total liability to the Customer for any claim arising from or in connection with the Works shall not exceed the total amount paid by the Customer for the Works.
9.1.3 Fusion shall not be liable for any:
Fusion will not be held liable for:
9.3.1 Fusion will only be liable for damage directly caused by its negligence while carrying out the Works.
9.3.2 The Customer must notify Fusion in writing within 7 days of discovering any damage caused during the Works. Failure to notify within this period may void Fusion’s liability.
9.4.1 Nothing in these Terms excludes or limits Fusion’s liability for death or personal injury resulting from negligence by Fusion, its employees, or its subcontractors.
9.5.1 Fusion shall not be held liable for failure to perform its obligations due to circumstances beyond its reasonable control, including but not limited to:
9.6.1 The Customer shall indemnify and hold Fusion harmless against any claims, damages, or losses arising from:
10.1.1 Fusion Plumbing & Electrical Services (“Fusion”) provides 24/7 emergency support for urgent plumbing, electrical, heating, and maintenance issues. Emergency Services are defined as situations that require immediate action to prevent further damage or restore essential systems, such as:
10.2.1 Emergency Services are available 24 hours a day, 7 days a week, including weekends and bank holidays.
10.2.2 While Fusion strives to attend emergency call-outs as quickly as possible, response times may vary based on location, availability of engineers, and the nature of the emergency.
10.3.1 Emergency Services are charged at enhanced rates, which will be communicated to the Customer prior to dispatch. These rates reflect the urgency and availability of the service.
10.3.2 Emergency rates are calculated based on:
10.4.1 Payment for Emergency Services must be made immediately on-site and upon completion of the Works, unless otherwise agreed in writing.
10.4.2 Accepted payment methods include cash, debit/credit card, or bank transfer. Fusion reserves the right to refuse further services to Customers who fail to make immediate payment.
10.5.1 Emergency Services are designed to address immediate issues. Further diagnostic work or non-urgent repairs may need to be scheduled as a separate service.
10.5.2 Fusion is not responsible for temporary fixes failing if the Customer delays or declines follow-up work to resolve the underlying issue.
10.6.1 The Customer must ensure safe and unrestricted access to the property for Fusion’s engineers during an emergency call-out.
10.6.2 If the issue reported by the Customer is not deemed an emergency upon arrival, Fusion reserves the right to charge standard rates or reschedule the service.
10.7.1 Fusion’s liability for Emergency Services is limited to the immediate issue addressed during the call-out. Subsequent or related faults may require additional work, which will be quoted and scheduled separately.
11.1.1 Fusion Plumbing & Electrical Services (“Fusion”) will supply all necessary materials, parts, and equipment required to complete the Works unless otherwise agreed with the Customer in writing.
11.1.2 All materials and parts provided by Fusion are sourced from reputable suppliers and are of appropriate quality for the intended use.
11.2.1 Materials and parts supplied by Fusion are subject to the warranties provided by their respective manufacturers or suppliers.
11.2.2 Fusion will assist the Customer in making a warranty claim for any defective materials or parts but is not responsible for delays or decisions made by the manufacturer.
11.3.1 A markup may be applied to the cost of materials supplied by Fusion to reflect trade discounts, sourcing, and handling costs. This markup will not exceed 65% of the actual cost of the materials.
11.4.1 If the Customer supplies materials or parts for use during the Works, Fusion will not be liable for their quality, suitability, or performance.
11.4.2 Any delays or additional costs caused by defective or unsuitable Customer-supplied materials will be the Customer’s responsibility.
11.5.1 Ownership of all materials and parts supplied by Fusion will remain with Fusion until full payment for the Works has been received.
11.5.2 If payment is not made in full, Fusion reserves the right to remove or recover any materials or parts supplied as part of the Works, where legally permissible.
11.6.1 For materials not included in Fusion’s standard stock, a collection fee of £50 + VAT may apply.
11.6.2 If special order items are required, Fusion will inform the Customer of any additional costs and estimated delivery times before proceeding.
11.6.3 Special order items are non-returnable and non-refundable once ordered, unless defective.
12.1.1 Fusion Plumbing & Electrical Services (“Fusion”) shall not be held liable for any delay or failure in performing its obligations under these Terms if such delay or failure is caused by circumstances beyond Fusion’s reasonable control (“Force Majeure”).
Force Majeure events include, but are not limited to:
12.3.1 If Fusion is affected by a Force Majeure event, it will:
12.3.2 If the Force Majeure event continues for an extended period and prevents Fusion from completing the Works, Fusion reserves the right to cancel the Contract without liability. In such cases:
12.4.1 The Customer agrees to cooperate with Fusion in rescheduling the Works if necessary due to a Force Majeure event.
13.1.1 Fusion Plumbing & Electrical Services (“Fusion”) is committed to protecting the privacy of its Customers and complies with all applicable data protection laws, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
13.2 Collection of Customer Data
13.2.1 Fusion may collect personal information from Customers, including but not limited to:
13.2.2 This information is collected to:
13.3.1 Fusion stores personal data securely and uses appropriate technical and organisational measures to protect it from unauthorised access, loss, or misuse.
13.3.2 Personal data will only be retained for as long as necessary to fulfil the purposes for which it was collected or as required by law.
13.4.1 Fusion will not share Customer data with third parties without the Customer’s explicit consent, except in the following circumstances:
13.5.1 Customers have the following rights regarding their personal data:
13.5.2 Customers may exercise these rights by contacting Fusion at:
13.6.1 Fusion’s website may use cookies to enhance the user experience and analyse website traffic. By using the website, Customers consent to the use of cookies unless they opt out through their browser settings.
13.7.1 Fusion reserves the right to update its privacy policy from time to time to reflect changes in legal or operational requirements. Updated policies will be made available on Fusion’s website.
14.1.1 Fusion Plumbing & Electrical Services (“Fusion”) is committed to providing high-quality service. If the Customer is dissatisfied with any aspect of the Works, they must notify Fusion as soon as possible.
14.1.2 Complaints must be submitted in writing within 7 days of the completion of the Works and should include:
14.1.3 Complaints can be submitted via:
14.1.4 Fusion will acknowledge receipt of the complaint within 3 business days and aim to resolve the issue within 14 days.
14.2.1 If necessary, Fusion will arrange an inspection of the issue. The Customer must provide access to the property for this purpose.
14.2.2 If the complaint is found to be valid, Fusion will take reasonable steps to remedy the issue at no additional cost to the Customer, provided it falls within the workmanship guarantee (Section 8).
14.2.3 If the issue is determined to be outside Fusion’s responsibility (e.g., pre-existing faults, third-party interference, or external factors), the Customer will be informed, and any remedial work will be chargeable at standard rates.
14.3.1 If the Customer is not satisfied with Fusion’s resolution, they may escalate the complaint to an independent mediation service.
14.3.2 Customers may also seek advice from relevant trade bodies or consumer protection agencies, such as:
14.4.1 Fusion aims to resolve disputes amicably. However, if a dispute cannot be resolved through mediation, either party may pursue legal action.
14.4.2 Any legal proceedings must be conducted in the courts of England and Wales.