Terms & Conditions

Last updated: September 2026

1. Who we are

These Terms and Conditions ("Terms") govern the provision of plumbing, heating, gas and related services ("Services") by Richard Sammon Plumbing Services Ltd, trading as Talis Heating Solutions ("we", "us", "our"), Company No. 06918318, registered office 283 Ashford Road, Staines-upon-Thames, Surrey, TW18 1QR, Gas Safe registered No. 589680, to you ("you", "your", the "Customer").

By booking, accepting a quote, or asking us to attend a property, you agree to these Terms. Where you are a Consumer (using our Services wholly or mainly outside any trade, business or profession), certain additional statutory rights apply and are set out in clause 9.

2. Services and how we work

2.1 We provide emergency call-outs, boiler installation and servicing, HIU service and repair, heat pumps, air conditioning, underfloor heating, landlord (CP12) gas safety certificates, and commercial pipework services, among others.

2.2 Services are provided either as:

  • (a) Emergency/Initial Services, where you ask us to attend as soon as reasonably possible; or
  • (b) Scheduled Services, where a written quotation has been provided and an appointment pre-booked.

2.3 On emergency and on-the-day repair visits, we will explain the fault found and seek your permission before proceeding with any repair. Parts and materials used are invoiced after the work is completed; we do not ordinarily quote parts costs in advance for reactive repairs. This does not apply to our Commercial Strip-Down Service, where parts are fitted as needed during the visit without seeking approval mid-job, as agreed with commercial clients in advance.

3. Call-out charge and hourly rate

3.1 A call-out charge applies to attending your property. This covers our time and travel in getting to you and is payable regardless of whether any further work is carried out, unless otherwise agreed. The applicable charge will be confirmed to you at the time of booking, as our rates vary depending on location and time of attendance (including any out-of-hours, evening, weekend or bank holiday premium).

3.2 Diagnosis of the fault and any repair work carried out once we are on site are charged separately, at our hourly rate. The applicable hourly rate will also be confirmed to you at the time of booking.

3.3 The call-out charge and hourly rate are both payable where you proceed with a repair on the same visit.

4. Quotes and estimates

4.1 For Scheduled Services, we will provide a written quotation setting out the scope of work and price before work begins. Quotes are valid for 30 days from the date given unless stated otherwise.

4.2 Unforeseen additional works or materials discovered once work has started will always be discussed and agreed with you, verbally or in writing, before any additional cost is incurred. We will not proceed with chargeable work beyond the agreed scope without your consent.

4.3 If you decline additional works we recommend, we will confirm this to you and this may affect the guarantee given in respect of the original works (see clause 8).

5. Cancelling or rearranging an appointment

5.1 By you: If you need to cancel or rearrange a booked appointment, please give us as much notice as possible by phone or WhatsApp on 07873 583838. Cancellations made with less than 24 hours' notice, or a missed appointment where our engineer attends and cannot gain access, may incur a charge to cover the engineer's reserved time and travel. The applicable charge will be confirmed to you at the time of booking.

5.2 By us: If we need to cancel or rearrange an appointment, we will give you as much notice as reasonably possible and will not charge you for the rearranged visit.

5.3 Consumer cancellation rights: Where you are a Consumer and have entered into a Contract for Scheduled Services (not an emergency call-out you have asked us to carry out immediately), you have a legal right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel within 14 days of the Contract being made, without giving a reason. This right does not apply once you have asked us to begin work within that period, and if we have already carried out work or incurred costs (including materials ordered) before you cancel, you will remain responsible for those costs. To cancel, contact us using the details in clause 13.

6. Payment

6.1 For quoted/Scheduled Services, a 50% deposit is payable to secure the booking and cover material costs, with the balance due on completion unless otherwise agreed in writing.

6.2 For emergency and on-the-day works, payment (including for parts fitted) is due on completion of the visit unless otherwise agreed.

6.3 Payment can be made by bank transfer or card. Invoices are issued directly by us; where a job has been arranged via Checkatrade or another platform, payment is still made directly to us and not processed through that platform.

6.4 We reserve the right to charge interest on overdue invoices at a reasonable statutory rate from the due date until payment is received in full.

7. Your responsibilities

To allow us to carry out the Services safely and efficiently, you agree to:

  • Provide safe and reasonable access to the property and the area of work, including parking where possible;
  • Ensure a working water and power supply is available where needed for the job;
  • Tell us in advance if the property is a listed building or in a conservation area, or if you require specific consents before work begins;
  • Tell us about any known hazards on the premises (e.g. asbestos, unsafe wiring, aggressive pets);
  • Obtain any necessary landlord, freeholder or building consents required for the work, where applicable.

If we are unable to complete the visit because of a failure to meet the above, a further call-out fee may apply for any return visit.

8. Guarantee

8.1 We provide a 12-month guarantee on our labour in respect of faulty workmanship, running from the date of completion of the work, in addition to any manufacturer's warranty on parts or appliances supplied.

8.2 The guarantee will not apply where the work or appliance has been:

  • Subject to misuse or negligence;
  • Repaired, modified or tampered with by anyone other than Talis Heating Solutions.

8.3 We do not guarantee suitability of materials supplied by you and accept no liability for any consequential damage or fault arising from them.

8.4 We do not guarantee: (a) work in respect of blockages in waste or drainage systems; (b) any work carried out on your instruction against our written or verbal advice; or (c) work carried out on installations or appliances that are of inferior quality or over 10 years old — no warranty is given in respect of the effectiveness of such work.

8.5 The guarantee only covers work directly undertaken by us and paid for in full. Faults arising from recommended work that was not carried out are not covered.

9. Your legal rights as a Consumer

Nothing in these Terms affects your statutory rights. Under the Consumer Rights Act 2015, services must be carried out with reasonable care and skill, and goods supplied must be as described, fit for purpose and of satisfactory quality. If you believe our work does not meet these standards, please contact us in the first instance using the details in clause 13 so we can put things right. Advice about your statutory rights is also available from Citizens Advice.

10. Liability and insurance

10.1 We hold public liability insurance and take reasonable care and skill in carrying out all work.

10.2 We do not exclude or limit liability for death or personal injury caused by our negligence, for fraud, or for anything else which cannot lawfully be excluded.

10.3 Subject to clause 10.2, we are only responsible for loss or damage that is a reasonably foreseeable result of our breach of these Terms or our negligence, and we are not liable for any indirect or consequential loss (including loss of income or business), or for pre-existing faults or damage not caused by our work.

10.4 We will not be liable for any delay or failure to perform caused by circumstances outside our reasonable control (e.g. severe weather, supply shortages, third-party delays).

11. Photographs and marketing

We may take before/after photographs of completed work for our own records, insurance purposes, and (with identifying details of the property and customer removed or anonymised) for our website and social media. Please let us know if you would prefer photographs not to be used for marketing purposes.

12. Complaints

If you are unhappy with any aspect of our service, please contact us directly in the first instance using the details below so we can resolve the issue. Where a job has been arranged through Checkatrade, you may also refer to the Checkatrade Guarantee, which is a separate, discretionary scheme operated by Checkatrade and subject to its own terms and conditions — this does not replace or limit your rights against us under these Terms.

13. Contacting us

Talis Heating Solutions

14. Other important information

14.1 If any part of these Terms is found unenforceable, the remaining provisions continue in full force.

14.2 These Terms may only be varied by written agreement between you and us and prevail over any terms put forward by you, unless we agree otherwise in writing.

14.3 These Terms and any Contract between us are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction over any dispute.

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