General Terms and Conditions
These Terms & Conditions apply to all quotations, works, services, and invoices issued by Tetra Ltd unless otherwise agreed in writing.
Our aim is to provide a professional, transparent and reliable service. These Terms & Conditions are designed to clearly set expectations and protect both our customers and Tetra Ltd by ensuring everyone understands how we work.
1. Quotations & Acceptance
All quotations are valid for 30 days unless otherwise stated. Unless otherwise stated, quotations are based on the information available at the time and may be revised if the scope of works changes or unforeseen issues are identified. Acceptance of a quotation, whether verbally, in writing, electronically, or by instructing works to proceed, shall constitute acceptance of these Terms & Conditions. Any additional works requested outside the quoted scope may incur additional charges.
2. Scope of Works
Quoted works are based on visible and reasonably assumed accessible conditions at the time of inspection or quotation. If hidden defects, inaccessible areas or unforeseen issues are discovered during the works, additional work or materials may be required. Where reasonably possible, these will be discussed and agreed with the customer before proceeding. Any additional costs will be discussed with the customer before proceeding where reasonably possible.
3. Access
The customer shall provide safe and reasonable access to the property and work area for the duration of the works. Delays caused by restricted access, unavailable utilities, unsafe environments, or customer-related delays may result in additional charges.
4. Customer-Supplied Materials
Where materials or products are supplied by the customer: no warranty is provided on those items; the contractor accepts no responsibility for manufacturing defects, compatibility issues, or delays caused by those items; additional labour and/or materials charges may apply where supplied items are incorrect, damaged, incomplete, or unsuitable.
5. Existing Systems & Pipework
No responsibility is accepted for faults arising from existing systems, aged pipework, poor previous installations, scale buildup, corrosion, or latent defects that become apparent during or after works. Alterations or repairs to existing systems may expose pre-existing weaknesses beyond the contractor’s control.
6. Water, Gas & Electrical Isolation
Works may require temporary isolation of water, heating, gas, or electrical supplies. Reasonable notice will be given where possible. The contractor shall not be liable for unavoidable interruptions required to safely complete the works.
7. Damage & Making Good
Reasonable care will be taken during all works. Where access requires the removal of fixtures, finishes or coverings, Tetra Ltd will take reasonable care but cannot guarantee that surrounding materials can be removed or reinstated without damage unless specifically included within the quotation. Unless specifically included within the quotation decorative finishes, tiling, flooring, plastering, boxing-in, joinery, landscaping, or specialist finishes are excluded from the scope of works and making good may be limited to a functional standard only.
8. Waste Removal
General work-related waste generated directly by the contractor may be removed from site unless otherwise agreed. Unless otherwise agreed, any materials or fixtures removed during the works will become the property of Tetra Ltd and may be disposed of responsibly. Customers wishing to retain removed items should notify us before works commence. Removal of existing fixtures, contaminated materials, rubble, or excessive waste may incur additional charges.
9. Payment Terms
Payment terms are strictly as stated on the quotation or invoice. Invoices are payable by the due date shown. Failure to make payment may result in delays to ongoing works, additional recovery costs, statutory interest in accordance with the Late Payment of Commercial Debts legislation where applicable, suspension of services or withholding of applicable warranties until the account is settled. Ownership of supplied materials remains with the contractor until payment is received in full.
10. Deposits & Special Order Materials
Deposits may be required before works commence. Deposits are generally non-refundable once materials have been ordered or works scheduled. Special-order or non-returnable items may be chargeable in full upon order.
11. Cancellations & Postponements
Cancellation or postponement of scheduled works with insufficient notice may incur charges for: labour allocation, lost time, ordered materials, parking, hire equipment, or subcontractor costs. Where possible, we ask for at least 4 business days notice of cancellation or postponement.
12. Guarantees & Warranty
Labour warranties apply only to workmanship directly carried out by the contractor and are subject to full payment being received, systems being properly maintained, no third-party interference or modification. Manufacturer warranties remain subject to manufacturer terms and registration requirements. No warranty is provided for blockages, frozen pipework, misuse, accidental damage, or failures caused by existing system conditions. This warranty does not affect your statutory rights under applicable consumer law.
13. Emergency Works
Emergency or reactive works may involve temporary repairs intended to make systems safe or operational. Permanent repairs or further investigative works may still be required.
14. Health & Safety
The contractor reserves the right to refuse or suspend works where conditions are unsafe, hazardous, abusive, or non-compliant with health and safety requirements.
15. Liability
Nothing in these Terms & Conditions limits or excludes liability where it cannot legally be limited or excluded. Subject to this, Tetra Ltd’s liability shall be limited to losses that are reasonably foreseeable and directly arise from the services provided. The contractor shall not be liable for: indirect losses; loss of earnings; business interruption; pre-existing defects; hidden damage; system failures outside the contractor’s control.
16. Photographs & Records
Photographs may be taken before, during, and after works for: record keeping, quotations, warranty evidence, compliance and dispute resolution purposes. No personal or identifying information will be shared publicly without consent.
17. Acceptance of Terms
Acceptance of any quotation, invoice, booking, or commencement of works shall constitute acceptance of these Terms & Conditions.
18. Customer Responsibilities
Customers are responsible for ensuring that the work area is reasonably clear and accessible, that pets and children are kept safely away from the work area, and that accurate information is provided regarding the condition of existing systems and any known issues.
19. Delays Outside Our Control
Tetra Ltd will not be responsible for delays caused by events beyond our reasonable control, including but not limited to supplier shortages, severe weather, utility interruptions or circumstances affecting site access. We will keep customers informed and minimise disruption wherever possible.
20. Work-Specific Terms
To ensure clarity and transparency, some specialist services have additional terms that explain the nature of the work, any limitations, and the responsibilities of both Tetra Ltd and the customer. Where relevant, these work-specific terms apply alongside these General Terms & Conditions and are available on our website or upon request.
- Leak detection is an investigative service intended to identify the most likely source of a leak using the information and evidence available at the time. Due to the nature of concealed pipework and building construction, the exact location or cause of a leak cannot always be guaranteed without further intrusive investigation.
- While every reasonable effort will be made to minimise disruption, access to concealed pipework or drainage systems may require lifting flooring, removing panels, or making exploratory openings. Any such work will be discussed with the customer beforehand where reasonably possible.
- A successful leak detection does not guarantee that repairs can be completed without additional works, and any repair work required will be quoted separately unless expressly included.
- Drain clearing and unblocking services aim to restore flow but cannot guarantee that future blockages will not occur due to underlying defects, misuse, root ingress, scale build-up, collapsed pipework or other external factors.
- Where significant structural defects or recurring issues are identified, further investigation or repair works may be recommended and charged separately.
- The removal of a blockage does not constitute confirmation that the drainage system is free from defects unless specifically inspected and reported.
- Bathroom refurbishment works may uncover hidden defects including water damage, rotten timbers, mould, inadequate support, poor previous workmanship or non-compliant plumbing and electrical installations that could require additional remedial works.
- Where removal of existing tiles, sanitaryware or finishes is necessary, some damage to adjacent surfaces may be unavoidable and replacement or decorative repairs are not included unless specifically stated in the quotation.
- Variations in shade, colour and natural materials may occur between batches and should not be regarded as defects.
- Power flushing is designed to improve system performance by removing sludge and debris but cannot guarantee the restoration of heavily deteriorated components or resolve faults unrelated to contamination.
- Older heating systems may develop leaks or failures following flushing where corrosion or weakened components were previously masked by deposits within the system.
- Tetra Ltd will not be responsible for failures of existing components that occur due to their age or pre-existing condition following a power flush.
- Quotations assume that existing isolation valves and pipe connections are functional and accessible. Additional labour or materials may be required where seized valves, damaged pipework or non-standard fittings are encountered.
- Minor adjustments to existing pipework or fixings may be necessary to accommodate replacement products and may incur additional charges where outside the quoted scope.
- Customer-supplied sanitaryware and fittings are installed at the customer’s risk and remain subject to the limitations set out in the general Terms & Conditions.
- Emergency call-outs are intended to make systems safe, minimise damage or restore essential service where reasonably possible and may not provide a permanent repair.
- Temporary repairs may require follow-up visits, replacement parts or works to achieve a lasting solution.
- Charges apply for attendance, diagnosis and time spent on site regardless of whether a permanent repair can be completed during the initial visit.
- Work on unvented hot water systems will be carried out in accordance with applicable regulations and may require replacement of safety components where defects are identified.
- Existing installations that do not comply with current standards may require additional works before new components can be installed safely.
- Annual servicing and maintenance remain the responsibility of the property owner and are essential for the continued safe operation of the system.
- Customers are responsible for protecting external pipework and taps from freezing conditions unless frost protection measures have been specifically included within the quotation.
- Tetra Ltd accepts no liability for frost damage occurring after installation where reasonable winter precautions have not been taken.
- External works remain subject to weather conditions and may need to be rescheduled where conditions make safe or satisfactory installation impractical.
