Terms of service
Last updated 3 August 2026
These terms cover work carried out by AK Plumbing and Heating. They are written plainly on purpose — if anything here is unclear, ring 07343 060206 and ask before booking.
Who you are dealing with
AK Plumbing and Heating, 81 The Street, Costessey, Norwich NR8 5DF. Ring 07343 060206 or email akplumbinginfo@gmail.com. That address is our trading address for correspondence — we are a mobile business and do not run a shop or trade counter, so please ring before coming out to us.
Call-out fee
The emergency call-out fee in Norwich is £85. That covers initial attendance and diagnosis. Any further cost is discussed and agreed with you before work starts. Call-outs outside Norwich are quoted on the phone before we set off.
Quotes and estimates
The instant estimator on this site gives a guide range based on similar jobs. It is not a quote. A final price is agreed once we have seen the job, and confirmed to you verbally or in writing before any work starts.
A written quote stands for 30 days. Once agreed, the price does not move unless the job itself changes — and if it does, we stop and talk to you before carrying on.
Cancellation
There is no fixed notice period for moving or cancelling an appointment. Ring 07343 060206 as soon as you know and we will sort it out — the earlier you tell us, the better the chance we can fill the slot. If nobody is there to give access on the day, the call-out fee may still be charged.
For work ordered at a distance, you have the statutory 14-day right to cancel. If you ask us to start inside that period you may be charged for what has already been done.
Deposits
On larger installations we may ask for a deposit against materials. It is set out in the quote before you agree to anything. The deposit covers what a cancelled job actually costs us: materials bought in for your job specifically, the day held in the diary that we have turned other work away for, any labourers booked for it, and the overheads that run whether the van moves or not.
- Cancel more than 72 hours before the agreed start date and the deposit is refunded, less the cost of any materials already bought for your job. Those materials are yours — we will drop them off or leave them with you.
- Cancel inside 72 hours of the agreed start date and the deposit is not refunded. By that point the stock is bought, the labour is booked and the day cannot realistically be filled.
Gas work
AK Plumbing and Heating is not Gas Safe registered. Work on gas appliances and gas pipework — boiler repairs and services, landlord gas safety checks, and anything else covered by the Gas Safety (Installation and Use) Regulations 1998 — is carried out by a Gas Safe registered engineer we bring in for the job.
That engineer works under their own registration and issues the certificate or Landlord Gas Safety Record in their own name. You are welcome to ask for their registration number before they start, and to check it on the Gas Safe Register. We arrange the booking and remain your point of contact throughout. Everything that is not gas — plumbing, heating, bathrooms, pipework — is our own work.
Oil-fired heating
Oil is not regulated the way gas is. There is no legal requirement to hold OFTEC registration to work on an oil-fired appliance, and AK Plumbing and Heating is not OFTEC registered. Repairs, servicing, tank work, fuel lines and the wet side of an oil system are our own work.
Installing or replacing an oil boiler or an oil storage tank is notifiable under the Building Regulations. An OFTEC registered engineer can self-certify that work; we cannot. So a replacement is either notified to Local Authority Building Control before it starts, or booked through an OFTEC registered engineer in the same way we handle gas. We will tell you which applies, and what it costs, before you commit to anything.
Insurance
We carry £1 million of public liability insurance through Rhino. A copy of the certificate is available on request — ring or email and we will send it over.
Access and safety
We need safe access to the work area, the stopcock and the meter. If we find something dangerous — an unsafe gas appliance, for instance — we are obliged to make it safe and may have to disconnect it. We will always explain why.
Parts and guarantees
Our workmanship is guaranteed for 3 months from the date the work is finished. Parts and appliances carry their manufacturer’s own warranty, which we will register for you where the manufacturer requires it. Gas work carries the guarantee of the Gas Safe engineer who carried it out.
Guarantees do not cover fair wear and tear, damage caused by others, or existing pipework we were not asked to replace. None of this affects your statutory rights under the Consumer Rights Act 2015, which run for six years and cannot be signed away.
Payment
Payment is due on completion unless we have agreed otherwise in writing. Materials remain ours until the invoice is paid in full.
Complaints
Ring 07343 060206 or email akplumbinginfo@gmail.com. We would far rather hear about a problem and put it right than read about it in a review. We will acknowledge a complaint within five working days and tell you what we intend to do about it.
If we cannot settle it between us, you can get free independent advice from Citizens Advice on 0808 223 1133, and either of us can take the matter to the county court.
