Dale Saunders Limited Terms Of Service

Customer Service Policy

Dale Saunders Ltd (Company Reg: 6679549) operate on the principles of honesty and aim to provide high-quality work with excellent customer service. We will do this by: knowing who our customers are and what they want – through open communication, providing products and services to the highest possible standards to satisfy our customers’ needs, expectations of quality, safety & reliability of service.

Our Rates:
We charge a minimum of one hour on all jobs, thereafter work is charged at our hourly rate per hour or part of
any hour. Travel time is charged for the journey to the property. No travel time is charged for the return journey. Feel free to contact us for an estimate. Rates exclude materials. All works requested outside of our 10-mile radius will incur an extra cost of £15.00 + VAT (£18 Inc VAT) on top of our standard rates.

Hourly Rate Work
The total charge to the Customer shall consist of the cost of materials supplied by Dale Saunders Ltd (usually
trade purchase price of materials +20% handling fee) and the amount of time spent by our engineers to carry out the works (including all reasonable time spent in obtaining unstocked materials) charged in accordance with our current hourly rates. We charge for one way travel and there will be a minimum charge, as set out on our price page on our website (Plumbing Prices – Dale Saunders Limited (dalesaundersltd.co.uk)), to cover our operating costs. For works requested on an emergency same-day service the charge will be £100 + VAT (£120 Inc VAT) for the first hour and then the standard rate will apply after.

Fixed Price
Work shall be given as a firm cost (manifest errors exempted) including labour & materials. All
works carried out not included in the fixed price quotation will be subject to a minimum hourly rate, as set out on our price page on our website (Plumbing Prices – Dale Saunders Limited (dalesaundersltd.co.uk)) plus any material cost involved.

Where a written quotation has been supplied to the Customer, the total charge to the Customer will not exceed the quotation. However, in the following circumstances we may need to revise the quotation:

  1. If after submission of the quotation the Customer instructs Dale Saunders Ltd (whether orally or in writing) to carry out additional works not referred to in the quotation.
  2. If after submission of the quotation there is an increase in the price of materials.
  3. If after submission of the quotation it is discovered that further works need to be carried out which were not anticipated when the quotation was prepared.
  4. If after submission of the quotation it is discovered that there was a manifest error when the quotation was prepared.
  5. We shall not be bound by any quotations given orally or written in which specification errors occur.
  6. If the quotation needs to be revised for any of the reasons above, Dale Saunders Ltd will get agreement from the Customer, ideally in writing.
Stage Payments 

For large contracts, or where there is a significant delay between first fix and second fix, we
may request stage payments to cover the value of work completed to date. Where there is significant expenditure on materials prior to work starting, we may ask for an up-front stage payment to cover the cost of these materials.

Payment of our Invoices
Invoices are due for payment on satisfactory completion of the works. If any part of an invoice remains unpaid after 14 days, we may exercise the right to legally recover the outstanding monies. The law states that if payment is late, we are within our right to claim reasonable and foreseeable losses we incur as a result.
Accepted payments are Debit/Credit Card, Bank transfer (BACS), cheque or Cash. We do not accept Amex card payments.

Legal rights/guarantee
It is our responsibility to supply you with goods that meet your consumer rights. If you have any concerns that we have not met our legal obligations, please contact us.

A minimum of 12 months guarantee is provided on parts as supplied and fitted by Dale Saunders Ltd. Parts/materials which are supplied by the customer are not guaranteed. This does not affect your legal rights as a consumer under the Consumer Rights Act 2015.

As members of the Buy With Confidence scheme, Dale Saunders Ltd is approved by Trading Standards – therefore, we are committed to operating legally, honestly, and fairly.  In the unlikely event that our customers should encounter any problems, not only will we endeavour to assist to fulfil all our obligations under the Consumer Rights Act and other relevant legislation, but both parties can also get free advice and assistance from Trading Standards, if needed. We believe this support provides our customers with all the reassurance and peace of mind they could wish for.

This section is separate to a consumer’s legal right to cancel, under the next section.

If the Customer cancels their oral or written instructions prior to any work being carried out or
materials supplied, the Customer may be liable for any related expenditure or the profit that would have been made by Dale Saunders Ltd had the work been carried out and/or materials supplied in accordance with such instructions.

Cancellation – legal right to cancel
This section applies if you entered into the contract at a distance, e.g., exclusively by phone/email etc. It does not apply if we carried out a site visit, we sent a quote following the site visit for instance by email and the Customer accepted. This only applies to ‘consumer’ customers, and not business customers. If you need further clarification, if this section applies, please contact us.

Please note: if you have requested Dale Saunders Ltd to carry out urgent repairs/maintenance, you do not have a legal right to cancel this contract.

  1. Your right to cancel. You have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days. It starts the day after the contract is agreed, therefore it usually starts the day after you receive this information.
    To exercise your right to cancel this contract you must inform us by making a clear statement. We recommend this is communicated by email or sending a letter by recorded delivery so that you can prove the action you have taken, if necessary. You may use the attached Cancellation Form (see section 3 below), but this is not obligatory. To meet the cancellation deadline, it is sufficient for you to send your communication before the cancellation period has expired. It is always best to call us as soon as reasonably possible in the event you have to cancel on 01424 211821.
    If you would like the work to begin prior to the expiry of the cancellation period, please see section 2 below. Click here to view information about your legal rights: Consumer contracts: distance sales | Business Companion.
  2. Work beginning prior to the expiry of the cancellation period. If you would like the work to begin before the cancellation period expires, you should read the information in this section and then sign below (and return to us by email at accounts@dalesaundersltd.co.uk ) to confirm. We are unable to start the work within this time, without this confirmation from the Customer.

Please use the form below to cancel goods or a service.

Should a customer be unhappy in any way with Dale Saunders Ltd workmanship, please contact the office on 01424 211821 or accounts@dalesaundersltd.co.uk and log this with a member of staff. Alternatively send any complaints to our Operations Manager Dax Hart. We will endeavour to respond to all complaints within 24 hours.

These Terms & Conditions and all contracts awarded between Dale Saunders Ltd and our Customer, shall be governed and construed in accordance with English law.

If you have a question about these terms and conditions, please do not hesitate to contact us.

Use this form to cancel good or services:
Name of goods or service to be cancelled*
Ordered On
Received On
Customer First Name*
Customer Surname*
Customer Address*
Post Code*
Your Email*
Please check the appropriate field before sending*

Use this form to send us an email or visit our contact page.