Terms & conditions

Last updated 28 October 2026

1. Who we are

These terms are between you and EmergencyFix24, of 26A Highlands Avenue, London W3 6EU. Phone 07879 084688 (24/7), email info@emergencyfix24.co.uk. In these terms, "we" and "us" means EmergencyFix24, and "you" means the person who books the work.

Please read these terms before you book. By asking us to attend, you agree to them. If anything is unclear, call us and we'll explain.

2. Booking a visit

• You can book by phone, WhatsApp, email or the callback form on our website.
• When you book, we'll tell you which rate applies and roughly when we expect to arrive. We'll confirm this by text, WhatsApp or email where we can.
• Please describe the problem as accurately as you can. It helps us send the right engineer with the right parts.
• A contract is formed when we confirm we're sending an engineer.

3. Prices

Our prices are the same everywhere we cover. All prices include VAT where it applies, and there's nothing added on top.

• The callout covers travel, finding the fault and the first hour on site. It is the minimum charge for any visit where we start work or diagnose the problem.
• The rate is set by the time the engineer arrives, not when you call. Bank holidays are charged at the night rate all day.
• After the first hour, time is charged in 30-minute blocks. A block that has started is charged in full. If a job runs from one time band into another, the rate in force when the engineer arrived applies to the whole visit.
• No extras. We don't charge for parking, the congestion charge, ULEZ, fuel or travel time, and we don't add card fees.
• Parts are charged at the price on your quote. If a part has to be collected, any extra time for that is included in the quote.
• We may change our prices for future bookings. The price that applies to your job is the one we confirm when you book.

4. Quotes and extra work

• Once the engineer has found the fault, they'll give you a fixed price for the repair, including labour and parts, before doing any further work.
• You decide whether to go ahead. If you say no, you pay only the callout, and the engineer will leave things as safe as they reasonably can before leaving.
• If the engineer finds something that wasn't visible before (for example, more damage behind a wall), they'll stop, explain and give you a new price. We'll never do extra paid work without your agreement.
• If we give an estimate instead of a fixed price (for example, for a leak whose source is hidden), we'll explain why. We won't go over it without asking you first.
• A written quote for planned (non-emergency) work is valid for 30 days.

5. Paying us

• Payment is due when the work is finished, by debit or credit card, or by bank transfer. We don't charge card fees.
• For larger planned jobs where we need to order parts, we may ask for a deposit to cover the parts. We'll tell you the amount before you agree.
• You'll receive an itemised invoice, which you can use for insurance claims.
• If an invoice isn't paid on time, we may charge interest at 4% a year above the Bank of England base rate from the due date, plus any reasonable costs of recovering the debt. We'll always contact you first.
• If you're claiming on insurance, you're still responsible for paying us, even if your insurer delays or refuses the claim. We'll give you the report, photos and invoice your insurer needs, free of charge.

6. Arrival times

We aim to arrive within 60 minutes across Greater London, and 60 to 90 minutes in towns just outside. These are estimates, not guarantees. Traffic, weather and busy periods can make us later. If we're running late, we'll tell you and give you an updated time. If the delay is too long for you, you can cancel free of charge before the engineer arrives.

7. Your part

To help us work safely and quickly, please:

• make sure an adult (18 or over) is there to let us in and stays until we leave, unless we've agreed otherwise
• give us safe, clear access to the problem area, the stopcock and the fuse box, and keep pets and children away from the work area
• tell us about anything that could affect safety, such as known asbestos, previous electric shocks, gas smells or anyone vulnerable in the home
• tell us if you're a tenant, so we can make sure the landlord or agent agrees to the work (see section 13)
• get any permission needed for the work from a landlord, managing agent, freeholder or neighbour

8. Cancelling

Before we arrive

• You can cancel free of charge until the engineer sets off.
• If you cancel after the engineer has set off, we charge £39 to cover the cost of the journey. We'll tell you about this charge before we send the engineer.
• If the engineer arrives and can't get in, we'll try to call you and wait 15 minutes. If we still can't get in, we'll charge £39.
• If we're running very late and you cancel because of that, there's no charge.

Your 14-day right to cancel

The law normally gives you 14 days to cancel a contract made by phone or online. This right doesn't apply when you ask us to visit urgently to carry out repairs (Consumer Contracts Regulations 2013, regulation 28). That covers most of our emergency callouts.

If, during a visit, you ask us to do extra work that isn't needed for the urgent repair, or you book planned work, you'll usually have 14 days to cancel. If you ask us to start that work before the 14 days end, we'll ask you to confirm this. If you then cancel, you'll pay for the work done up to that point, and once the work is complete, the right to cancel ends. To cancel, just tell us by phone, email or WhatsApp. You can also use the model cancellation form below, but you don't have to.

9. Safety and make-safe work

• Our first job is to make things safe. That might mean isolating water or electricity, capping a pipe or fitting a temporary repair.
• A temporary repair is exactly that. We'll tell you if a permanent repair is needed, and give you a price for it.
• Our engineers can refuse to start or continue work if conditions are unsafe, for example suspected asbestos, a dangerous structure, exposed live wiring, or threatening behaviour. If this happens, we'll explain why and what you need to do. Any time already spent is charged as normal.
• If we find a dangerous electrical installation or appliance, we may need to leave it disconnected and give you a written warning. We'll explain the risk.
• Any work on gas appliances or gas pipes must be done by a Gas Safe registered engineer. If you smell gas, leave the property and call the National Gas Emergency Service on 0800 111 999.

10. Older systems and existing faults

Many London homes have old pipework, valves and wiring. Working on them carries some risk we can't fully control:

• Old valves, stopcocks and fittings can fail or start leaking when they're turned or touched, even when handled with care. We'll warn you before working on anything that looks fragile.
• We're not responsible for faults that already existed before our visit, or for problems we couldn't reasonably have seen, unless we caused them or failed to take reasonable care.
• We repair the fault you asked us to fix. We'll point out other problems we notice, but we can't guarantee the condition of the rest of your system.

11. Access and making good

• Sometimes we have to lift floorboards, cut into plasterboard or remove tiles or panels to reach a pipe or cable. We'll explain and agree this with you first.
• We'll put back what we lifted where we can, and leave any holes filled and safe. Unless we agree otherwise, our price doesn't include replastering, retiling, decorating or replacing flooring.
• If we damage your property because we didn't take reasonable care, we'll put it right.

12. Our promise on our work

We stand behind our work. If something we fixed goes wrong, tell us as soon as you can. We'll come back and check it free of charge, and if our workmanship caused the problem, we'll put it right at no cost to you.

• New parts we fit carry the manufacturer's warranty. If a part we supplied fails, we'll help you claim under that warranty.
• This promise doesn't cover problems caused by misuse, accidental damage, frost, someone else working on the repair after us, parts you supplied, temporary repairs we told you were temporary, or blockages that come back because of what goes down the drain.
• This promise is in addition to your legal rights. Under the Consumer Rights Act 2015, our work must be done with reasonable care and skill. If it isn't, you can ask us to redo it, or in some cases ask for a price reduction. Citizens Advice can tell you more about your rights.

13. Landlords, agents and tenants

• The person or company who books the work is our customer and is responsible for paying, unless we've agreed in writing to invoice someone else, such as the landlord.
• If you book on behalf of someone else (for example, as a letting or managing agent), you confirm you have their authority to do so.
• If a tenant books, we may need the landlord's or agent's agreement before carrying out more than emergency make-safe work.
• Landlords and agents can set a spending limit. We'll ask before going over it.

14. Business customers

If you book for a business, these terms apply with these changes: your legal rights as a consumer don't apply; invoices on an agreed account are due within 14 days unless we agree otherwise in writing; we may claim statutory interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998; and our total liability to you for any one job is limited to the greater of twice the price of that job or £5,000, except where the law doesn't allow this to be limited. We're not liable to business customers for loss of profit, loss of business or indirect loss.

15. Our responsibility to you

• If we break these terms or don't use reasonable care, we're responsible for loss or damage you suffer that was a foreseeable result of that.
• We're not responsible for loss that wasn't foreseeable, or for loss caused by something outside our control, such as severe weather, a supplier failure, a utility company fault or the actions of someone else.
• We only supply our services for domestic and private use, unless you've booked as a business (see section 14). For consumers, we're not liable for business losses.
• Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn't allow us to limit.

16. Complaints

If you're unhappy, please tell us first. We'd much rather fix it than argue about it.

1. Contact us by phone, email (info@emergencyfix24.co.uk) or WhatsApp, and tell us what went wrong. Photos help.
2. We'll acknowledge your complaint within 2 working days, and aim to give you a full answer within 14 days. If we need longer, we'll tell you why.
3. If you're still unhappy, you can contact the Citizens Advice consumer helpline on 0808 223 1133. We are not currently a member of an alternative dispute resolution scheme.

17. Photos and records

Our engineers take photos of the problem and the finished work for our job records, your invoice, guarantee checks and any insurance claim. We won't use photos of your home in our marketing without your permission, and we never show people or anything that identifies your address. See our privacy policy.

18. Other legal points

• We may update these terms from time to time. The version on our website when you book is the one that applies to your job.
• We may use another vetted, insured engineer to carry out work for us. If we do, we remain responsible for the work.
• If a court decides part of these terms can't be enforced, the rest still applies.
• These terms are governed by the law of England and Wales, and the courts of England and Wales can deal with any dispute. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.

Model cancellation form

Only for work where you have a right to cancel (see section 8). Copy this into an email to info@emergencyfix24.co.uk, or tell us by phone or WhatsApp.

To EmergencyFix24, 26A Highlands Avenue, London W3 6EU, info@emergencyfix24.co.uk:
I hereby give notice that I cancel my contract for the following service: [describe the work].
Ordered on / received on: [date].
Name: [your name]. Address: [your address].
Date: [date].

Questions about these terms? Call 07879 084688 or email info@emergencyfix24.co.uk.