Terms & Conditions
Last Amended: 20th November 2025
1. Introduction
These Terms & Conditions apply to all services provided by Property Response Group Limited (PRGL). They govern the relationship between PRGL and its customers for all work, whether residential, commercial, or part of a property management arrangement. By requesting, accepting, or approving any quotation, estimate, booking, or service from PRGL, you confirm that you have read, understood, and agreed to these Terms & Conditions, which form part of the binding contract between us. These Terms operate alongside PRGL’s Privacy Policy, Cookie Policy, and Website Terms of Use.
2. Definitions
“PRGL”, “we”, “us”, “our” – Property Response Group Limited. “You”, “Customer” – The individual, business, landlord, tenant, property manager, or organisation instructing PRGL. “Engineer / Tradesperson” – Any representative appointed by PRGL to conduct services. “Services” – Any work carried out by PRGL, including repairs, installations, diagnostics, surveys, compliance works, emergency callouts, and related activities. PRGL reserves the right to refuse or discontinue any job at its discretion.
3. Scope of Services
PRGL provides property maintenance and management services including (but not limited to): Gas Safety Certifications (CP12) and gas compliance inspections, Plumbing and drainage, Heating, boiler, and gas works. Electrical installations, repairs, certification, and safety inspections. Appliance installations. Bathroom and kitchen works. Emergency callouts. Pest control. Domestic/Commercial property maintenance.
4. Hourly Rate Work
Where work is priced on an hourly basis: - A minimum 1-hour charge applies to all appointments. - Time is then billed in 30-minute increments. - Labour time includes assessment, diagnostics, testing, preparing the work area, determining required materials, and writing up any job-related reports. - Where possible, PRGL will always attempt to complete repairs during the initial visit. However, if the required parts for repair are not available on the same day, the initial visit remains fully chargeable, as it includes full diagnostics and assessment. Return visits to complete the repair will be billed separately. - Time spent sourcing non‑stock materials is chargeable. Collection of required parts is billed at the standard labour rate and is capped at 30 minutes per visit. - All labour and materials are subject to VAT.
4.1 Fixed Price Work
Where a fixed price is agreed in advance: - The price covers labour and materials needed for the stated scope of work. - PRGL reserves the right to amend fixed-price quotations if hidden conditions, additional issues, or customer-requested changes arise. - Fixed prices will not exceed more than 20% above the estimated time without customer approval.
5. Call-Out Policy
PRGL aims to diagnose and repair faults during the initial visit wherever possible. However, same-day repairs are not always achievable. This may occur when: - specialist or appliance-specific parts are required; - parts are not available locally for same‑day collection; - parts must be ordered directly from a manufacturer; - additional time or specialist equipment is required. In these situations: - The minimum call‑out charge is still payable, covering travel time, attendance, and full diagnostic assessment. - A separate visit will be required to complete the repair upon approval of the quote and once parts become available. - At our discretion, PRGL may apply a reduction to the initial call‑out charge if you proceed with a quoted repair resulting from the diagnostic visit.
6. Material Costs & Markup
Where PRGL supplies materials: Materials are charged at trade cost plus a procurement and handling markup, reflecting industry‑standard practices. This markup covers: sourcing, supplier coordination, delivery handling, stock control, warranty administration, and compliance checks. Materials are subject to VAT.
6.1 Material Pricing & Breakdown Requests
PRGL may provide a summary of materials used for a job; however, we are not obligated to provide a full cost breakdown, supplier invoices, or proof of purchase. Where itemised materials are listed, prices will include PRGL’s procurement and handling markup, which reflects sourcing time, supplier administration, delivery logistics, warranty handling, storage, and compliance checks. Requests for detailed breakdowns will be reviewed at PRGL’s discretion. Material pricing, trade discounts, and markup structures are confidential and not subject to negotiation or disclosure.
6.2 Material Collection
For non‑stock materials: - Collection time is chargeable and typically capped at 30 minutes. - Customers will be notified if additional time is required. - Only one tradesperson may leave the site to collect materials.
7. Offers & Incentives Promotions or discounts may be offered at PRGL’s discretion and cannot be combined unless authorised in writing.
8. Invoices, Payments & Late Fees
8.1 Deposits
A 50% deposit is required for booked or estimated works. PRGL may require full payment upfront depending on the type of work.
8.2 Payment Terms
Invoices are due immediately upon receipt, unless otherwise agreed in writing.
8.3 Late Payment – Business (B2B)
Commercial clients are subject to the Late Payment of Commercial Debts (Interest) Act 1998: - 8% above Bank of England base rate interest on overdue sums. - Statutory compensation of £40 / £70 / £100 depending on invoice size. - Recovery of reasonable debt‑collection costs
8.4 Late Payment – Consumers (B2C)
Interest may be charged at 4% above Bank of England base rate until payment is made. A £15 administrative fee will be added for each reminder or overdue notice issued. All charges comply with the Consumer Rights Act 2015.
8.5 Payment Difficulties
If you experience financial hardship, you must contact PRGL immediately: - If you contact us before escalation and a payment plan is agreed, interest and admin fees may be suspended. - Evidence of hardship may be requested (e.g., benefits statements, redundancy notice). - Failure to cooperate or provide evidence will result in all fees being applied.
9. Timekeeping
PRGL will make reasonable efforts to attend appointments at agreed times. However, we are not liable for delays caused by circumstances beyond our control.
10. Cancellation
Cancellations or rescheduling made more than 24 hours before the appointment will not incur any charge.
Cancellations made before 6:00pm on the previous evening, but with less than 24 hours’ notice, will incur a £65 cancellation fee.
Cancellations made after 6:00pm on the previous evening, or on the day of the appointment, will be charged at the full 1-hour rate.
11. Satisfaction & Complaints
If you are dissatisfied: - You must notify PRGL in writing within 12 months of completion. - PRGL must be given the opportunity to inspect and rectify any issues. - Failure to allow inspection voids our liability.
12. Gas Certifications & Compliance
PRGL provides Gas Safety Certificates (CP12) and related compliance documentation through qualified Gas Safe registered engineers. All gas work is carried out in accordance with current Gas Safe regulations and industry standards. Certificates are issued only upon successful completion of required safety checks and when the installation, appliance, or system meets regulatory compliance. PRGL is not responsible for pre-existing issues, defects, or unsafe installations identified during inspection. Additional remedial work required to bring a system up to compliance will be quoted separately. If a certificate cannot be issued due to non-compliance, the appointment and diagnostic time remain fully chargeable. Landlords and agents are responsible for ensuring annual renewal of Gas Safety Certificates.
13. Conditions for Warranty
Payment in full is required to activate any guarantee, and failure to pay will void all guarantees. PRGL will not return to site for any warranty-related visit until all outstanding balances are settled. PRGL is liable only for work completed by its own engineers and only where payment has been made in full, and is not liable for faults arising from declined recommended works, damage linked to customer-supplied parts, issues outside the scope of work completed, or delays caused by external events beyond our control. Nothing in these Terms limits or excludes PRGL’s liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot legally be limited under the laws of England and Wales. PRGL is also not liable for losses that are unforeseeable, arise from circumstances outside our control (force majeure), or result from the customer failing to follow engineer advice. All gas work is carried out under each engineer’s individual Gas Safe registration.
13.1 What Is Not Covered
The 12‑month guarantee does not apply where: - customer‑supplied parts or materials are used - work has been tampered with, altered, or misused after completion - work was carried out against the engineer’s written or verbal advice - installations, systems, or components are over 10 years old, inherently defective, corroded, or at end‑of‑life - faults arise due to unrelated issues, pre‑existing defects, or declined recommended works
13.2 Drainage Guarantee
Drainage and waste system works do not carry a 12‑month guarantee. Successful unblocking is covered by a 48‑hour guarantee only, unless explicitly stated otherwise in writing.
13.3 Force Majeure
PRGL is not liable for any delay or failure to perform obligations where the cause is beyond our reasonable control, including but not limited to: extreme weather, supply‑chain disruption, illness, strikes, utility outages, accidents, or manufacturer delays. PRGL will resume duties as soon as reasonably possible.
14. Customer Responsibilities
To enable PRGL to carry out work safely and efficiently, you agree to: * provide safe and unobstructed access to the property and work area; * ensure someone aged 18 or over is present unless otherwise agreed; * notify us of any hazards, vulnerabilities, or special requirements; * provide access to utilities where needed (water, electricity, gas); * arrange suitable parking and cover associated costs. If access is not possible or the site is unsafe, the minimum call‑out charge will still apply.
15. Photographic Evidence & Documentation
PRGL may take photographs, videos, or notes of installations, defects, or completed works for: * job records; * warranty evidence; * health and safety compliance; * protection against false claims. Images will not be used for marketing without your separate written consent.
16. Title to Goods
Goods supplied by PRGL remain our property until paid for in full. While unpaid: - PRGL may recover or dispose of goods - PRGL may request access to recover goods where legally permitted, and you agree to cooperate with any reasonable request to return or allow collection of unpaid-for items - You may not sell or transfer such goods Risk passes to you upon delivery. You must insure all items at replacement value.
17. Acceptance of Quotes & Formation of Contract
By approving a PRGL quote or instructing work, you confirm that: - you have read and agree to PRGL’s full Terms & Conditions; and - these Terms form part of your legally binding contract with PRGL.
18. General
These Terms & Conditions may only be released, amended, varied, or supplemented by a written agreement signed by both PRGL and the customer. No verbal representations or informal communications alter these Terms. PRGL’s Terms & Conditions take precedence over any terms or conditions provided, referred to, or incorporated by the customer in any document, purchase order, correspondence, or instruction, unless expressly agreed in writing by an authorised PRGL representative.
By entering into a contract with PRGL, you agree that these Terms & Conditions exclusively govern the relationship between PRGL and the customer. These Terms & Conditions, and all contracts formed between PRGL and the customer, shall be governed by and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.