Refund and Cancellation Policy

1. Cancelling or rescheduling a visit

Plans change, and we understand. Please contact us as early as possible if you need to cancel or move your appointment.

• More than 24 hours before the visit — cancel or reschedule free of charge.
• Less than 24 hours before the visit — we may charge a reasonable call-out fee if a plumber has already been assigned or is on the way.
• No access on arrival — if our plumber arrives at the agreed time and cannot gain access, a call-out fee may apply.

2. Cancelling approved work

If you cancel after approving a quote but before work begins, any deposit paid will be refunded in full, less the cost of any special-order parts already purchased for your job that cannot be returned to the supplier. If you cancel after work has started, you will be charged for labour completed and parts used or ordered up to that point.

3. Our 12-month workmanship warranty

All plumbing work carried out by Pipe Fixit is covered by a 12-month workmanship warranty from the date of completion. If a repair or installation we carried out fails because of our workmanship, we will return and put it right at no additional labour cost.

• The warranty applies to the specific work listed on your invoice.
• Parts supplied by us carry the manufacturer’s warranty; we will help you make a claim where needed.
• Customer-supplied parts are covered by their manufacturer, not by our parts warranty.

4. What the warranty does not cover

The warranty does not apply to:

• damage caused by misuse, accidental damage or failure to follow care advice;
• blockages caused by items such as wipes, grease, food waste or foreign objects;
• alterations or repairs carried out by anyone other than Pipe Fixit;
• existing parts of your plumbing system that were not part of our work; and
• normal wear of consumable parts such as washers and cartridges after reasonable use.

5. Refunds

If you are unhappy with our work, please tell us first so we can inspect and fix the problem — this is usually the quickest way to resolve it. Where a fault cannot be corrected, or a service was not delivered as agreed, we will offer a fair partial or full refund of the affected charges.

Approved refunds are processed within 7–10 working days using the original payment method where possible, or by bank transfer or mobile wallet.

6. Parts returns

Unused parts purchased through us may be returned within 7 days in their original packaging, subject to the supplier’s return conditions. Special-order, custom-cut and installed parts cannot be returned unless faulty.

7. How to make a claim

To request a cancellation, refund or warranty visit, please contact us with your name, the job address, the date of the work and a short description of the issue. Photos are helpful. We aim to respond within two working days and arrange any warranty visit as soon as practical. You can reach us by email at info@pipefixit.com, by phone on 01711-953759, or through the details on our Contact page.

8. Changes to this policy

We may update this policy from time to time. The version in force when you booked your service will apply to that job. Please also see our Terms & Conditions.