These Terms and Conditions govern the provision of plumbing, heating, boiler installation, servicing, and related services by HOCU Plumbing and Heating Limited ("HOCU", "we", "us", or "our") to you, the customer.

By requesting a quote, booking a service, or allowing us to carry out work at your property, you confirm that you have read, understood, and agree to these Terms and Conditions in full.

We reserve the right to update these terms at any time. The version in effect at the time your service is booked will apply to that engagement.

HOCU provides a range of domestic and commercial plumbing and heating services across Kent, including but not limited to:

All gas work is carried out by Gas Safe registered engineers. HOCU reserves the right to decline any job deemed unsafe, beyond scope, or outside our area of expertise.

All quotes provided by HOCU are free of charge and non-binding until accepted by the customer. Quotes are valid for 30 days from the date of issue unless otherwise stated.

• Quotes are based on information available at the time of assessment. If additional work is identified once the job has commenced, we will inform you before proceeding and provide a revised estimate.
• Fixed-price quotes cover only the work specified. Any variations, upgrades, or additional materials required will be quoted separately.
• Call-out fees may apply for emergency or out-of-hours attendance and will be communicated in advance.
• All prices are inclusive of VAT where applicable, unless otherwise stated.

Payment is due upon completion of work unless alternative terms have been agreed in writing in advance.

HOCU offers finance options for boiler installations and heating systems in partnership with approved lenders including Novuna Personal Finance / Mitsubishi HC Capital UK PLC, facilitated through TradeHelp Ltd.

HOCU Plumbing and Heating Limited is authorised and regulated by the Financial Conduct Authority (FCA) for consumer credit activities.

• Finance is subject to status and eligibility. HOCU does not make lending decisions.
• All finance agreements are between the customer and the lender. HOCU is not a party to the credit agreement.
• Complaints relating to finance agreements should be directed to the lender. See our Complaints Policy for full details.
• You have the right to cancel a finance agreement within the cooling-off period specified in your credit agreement.

To carry out our services, you must ensure that our engineers have safe and unobstructed access to the relevant areas of your property at the agreed time.

• If access cannot be gained at the scheduled time due to customer unavailability, a call-out fee may be charged.
• We will endeavour to attend all appointments on time. In the event of a delay, we will notify you as soon as reasonably possible.
• For emergency callouts, attendance times are subject to engineer availability and cannot be guaranteed.
• Please ensure pets are secured and children are kept away from work areas during the visit.
• You are responsible for ensuring that the work area is cleared and accessible prior to our arrival.

HOCU stands behind the quality of our workmanship. The following warranty terms apply:

Warranties do not cover damage caused by misuse, neglect, unauthorised modification, or failure to follow manufacturer guidelines.

HOCU will carry out all services with reasonable care and skill in accordance with industry standards and Gas Safe regulations.

• We are not liable for pre-existing faults, defects, or damage to your property that were present prior to our visit.
• Our total liability to you in connection with any services shall not exceed the total value of the contract for those services.
• We are not liable for any indirect or consequential loss, including loss of use, loss of income, or any damage not directly caused by our negligence.
• Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.

HOCU holds full public liability insurance. Details are available upon request.

We understand that plans change. Our cancellation terms are as follows:

HOCU collects and processes personal information in order to provide our services and, where applicable, send you relevant marketing communications.

We are committed to handling your data in compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. For full details on how we collect, use, and protect your personal information, please refer to our Privacy Policy.

We take all complaints seriously and are committed to resolving them promptly and fairly. If you are dissatisfied with any aspect of our service, please contact us in the first instance.

For full details of our complaints handling procedure, including your right to refer to the Financial Ombudsman Service (FOS) for finance-related complaints, please refer to our Complaints Policy.

These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from these terms or our services shall be subject to the exclusive jurisdiction of the courts of England and Wales.

If any provision of these terms is found to be unenforceable, the remaining provisions will continue in full force and effect.

HOCU reserves the right to update or amend these Terms and Conditions at any time. Changes will be posted on our website and will take effect immediately upon publication.

We recommend reviewing these terms periodically. Your continued use of our services following any changes constitutes your acceptance of the revised terms.

If you have any questions about these Terms and Conditions, please contact us:

Last Updated: January 2025 · HOCU Plumbing and Heating Limited