Term's and conditions

These terms and conditions apply to our services. Please read this document carefully as it will tell you everything you need to know about the terms and conditions.

It is our intention that all the terms of the agreement between us (including details of the services and any goods or materials we are to provide) are contained in this document. If you have any questions or do not accept any of the provisions included in these terms and conditions, please let us know.

Utility Guru uses its own employees and suitably qualified independent contractors under authority of Utility Guru, Independent contractors have no authority to incur liability on behalf of or to act as agent for Utility Guru or any of their licensees.

Quotations given by us are valid for 30 days from the date they are given. We may vary or withdraw any quotation at any time before it is accepted by you.

Quotations can be provided over the phone due to geographical limitations, promotional offerings, or standardised work types. Acceptance of these over the phone will be classed as confirmation of quote. This can be revised by both customer and Utility Guru prior to any work commencing.

We will do our best to complete the work and provide the goods and materials for the quoted amount. However, due to unforeseen circumstances, we may incur additional costs above the quoted amount. In this event, will let you know immediately and explain the reasons for the additional costs and ask you to accept an amended quote to cover the additional costs.

The price payable by you is the price stated as the Total Due on the quotation. Unless otherwise stated. 

Domestic Customers: You will be invoiced immediately on completion of the work and The Total Due on the invoice is payable the same day as the job completion, invoices over £1000 will require a deposit of 20% before the job has commenced.

If the job is cancelled before 48 hours of the work commencing then we will honor a full refund of the deposit or if you did not pay a deposit then there will be no charge.

If you cancel after the 48 hours notice period then there will be a charge of 25% of the invoice amount to cover cost loss, if a deposit was not made then an invoice will be sent to the customer/client for payment.

We will not charge for last minute emergencies cancellations, ie Death, child birth, life threatening illness, severe accidents.

Commercial Customers: You must have a local account to qualify for the following payment terms, otherwise normal payment terms apply. You will be invoiced on completion of the work. The Total Due on the invoice is payable within 28 days of the date of the invoice.

The same cancellation terms apply to you as the Domestic customers.

We will carry out work during our normal business hours which are 8am to 6pm Monday to Friday. And emergency work out of hours and the weekend.

Unless we are responsible for it, we will not include loss or damage to your property (including any cleaning needed) or any other type of loss. If access has to be made to your property to complete a repair, we will fill any holes and leave the surface level but will not be responsible for replacing the surface or concrete this would be engineer preference but not liable. Any redecoration or repair of damage that may be needed following our work is your responsibility, unless we have been negligent.

You must let us know of anything which may present a hazard or danger to anyone carrying out work in your property. You must also make sure that we have clear access to any relevant drains and covers and provide us with a supply of mains electricity and water. We guarantee* all parts and labour for 90 days from the date of completion of the work provided for domestic customers and 28 days from the date of completion of the work provided for commercial customers. 14 day guarantee on blockages for both comercial and domestic customers. Our guarantee* will not apply where faults are caused wholly or in part by your (or any other person’s) misuse or neglect of those goods and materials or as a result of fair wear and tear. Any guarantee* we offer does not affect your legal rights including those rights under the Consumer Rights Act 2015 if applicable, and any laws that replace it. You can get information about your rights from Citizens Advice or Trading Standards. We reserve the right to not offer a guarantee where we are unable to gain access due to design/installation fault, concealment of services beyond reasonable practice to all or part of the system to determine the root cause of the issue. We will advise of this at the point of work as soon as this becomes apparent.

We will not be responsible for our failure to meet any of our obligations under this agreement because of circumstances beyond our control. If you are a tenant you will need your landlord’s permission to allow us to carry out the work. If the property is a listed building you may require planning permission. In either case it is your responsibility to obtain any permission required for the work. 

Notice of your Right to Cancel. You have 48 hours before the work starts to cancel, or if we’ve ordered parts for the job, the time up until the 48 hours is your “cooling off” period. You can ask us to start work before your cooling off period ends, but if you cancel once we’ve started, we’ll charge you for any work we’ve already done or have not done if its after the 48 hours, the charge is 25% of the invoice/quote total. If you want to cancel, just contact us. We may cancel the agreement at any time by giving you written notice. If we cancel the agreement without good reason, we will pay you any reasonable costs you incur as a direct result of the cancellation.

Utility Guru may check your details with one or more licensed credit reference and fraud-prevention agencies. If a person provides false or inaccurate information and we suspect fraud, this will be recorded.

"No call-out fee" means that you will not be charged for the engineer’s travel time to your property. However, this does not mean the service is free. A fixed price for the required work will be agreed upon upfront before any work begins, if the issue cannot be fixed then there will be no charge.