Terms & Conditions

Core Flow London Ltd is a company registered in England and Wales.

• Registered Number: 17395748
• Registered Office: 86-90 Paul Street, London, EC2A 4NE
• Contact Email: info@Coreflow.London
• Complaints Email: Resolution@coreflow.london

• 1.1 "Company" means Core Flow London Ltd.
• 1.2 "Client" means the individual, tenant, leaseholder, landlord, property owner, managing agent, housing provider, company, or organisation instructing the Company.
• 1.3 "Property" means the residential or commercial premises, site, or location where the Services are to be performed.
• 1.4 "Services" means any plumbing, HIU, ventilation, drainage, maintenance, servicing, diagnostics, inspection, repair, installation, or associated works undertaken by the Company.
• 1.5 "Goods" means any parts, materials, equipment, or products supplied by the Company.
• 1.6 "Unit" means any Heat Interface Unit (HIU), thermal store, hot water cylinder, MVHR unit, MEV unit, or associated heating, hot water, or ventilation equipment.

• 2.1 Nothing in these Terms and Conditions shall affect the Client's statutory rights under applicable law, including the Consumer Rights Act 2015.
• 2.2 Any provision found to be unenforceable shall not affect the validity of the remaining provisions.

• 3.1 By booking, instructing, or permitting the Company to undertake Services, the Client confirms that they have read, understood, and accepted these Terms and Conditions.
• 3.2 The person making the booking warrants that they have authority to instruct the Company and accept liability for all charges arising from the booking.
• 3.3 Where more than one Client instructs the Company, each shall be jointly and severally liable for all sums due.

• 4.1 The Company provides domestic plumbing maintenance, repairs, diagnostics, and associated works.
• 4.2 The Company provides HIU servicing, diagnostics, maintenance, repairs, and replacement works.
• 4.3 The Company provides ventilation servicing, cleaning, inspection, testing, reporting, and diagnostics. Unless expressly agreed in writing, the Company does not undertake repairs to MVHR, MEV, or ventilation systems.
• 4.4 The Company provides internal domestic blockage clearance services strictly for toilets, basins, sinks, baths, and showers.
• 4.5 The Company does not provide external drain clearance, gully clearance, sewer works, manhole works, drain excavations, commercial drainage works (unless agreed), sump pump repairs/servicing, macerator repairs/servicing, or specialist pumping systems.

• 5.1 All written quotations provided by the Company remain valid for 30 days from the date of issue, unless otherwise specified in writing.
• 5.2 Verbal or written estimates are approximations of cost only and are subject to change if unexpected conditions arise on site.
• 5.3 Any adjustments, extra works, or changes to the original scope requested by the Client or required due to unforeseen site complications will be quoted and charged additionally.

• 6.1 Unless otherwise agreed in writing, payment must be made in full before works commence.
• 6.2 For pre-booked appointments, full payment must be received in cleared funds at least twenty-four (24) hours before the appointment.
• 6.3 Failure to make payment may result in cancellation or postponement of the appointment.
• 6.4 The Company is under no obligation to attend site, order parts, or reserve engineer time until payment has been received.
• 6.5 Emergency call-outs may be exempt from Clause 6.2 and will be subject to payment arrangements agreed at the time of booking.
• 6.6 Subject to the Client's statutory rights and Clause 8, deposits paid for special-order Goods may become non-refundable once the Goods have been ordered where the Company has incurred costs that cannot reasonably be recovered or the Goods have been made to the Client's specifications.
• 6.7 Ownership of all Goods remains with the Company until payment has been received in full.

• 7.1 Subject to the statutory provisions in Clause 8, the Client shall provide at least twenty-four (24) hours' notice to cancel or reschedule an appointment.
• 7.2 The Company may retain only those sums reasonably required to cover losses directly resulting from the cancellation, including engineer time, administration costs, travel costs, materials purchased, loss of booking opportunity, and loss of earnings arising from the reserved appointment slot where the Company has been unable to reallocate that time.
• 7.3 Subject to the Client's statutory rights, the Client may be responsible for the reasonable cost of special-order or non-stock Goods obtained specifically for the Services where those costs cannot reasonably be recovered by the Company.

• 8.1 Where the Client is a consumer and the contract is entered into at a distance or away from the Company's business premises, the Client may have a statutory right to cancel within fourteen (14) days beginning on the day after the contract is entered into.
• 8.2 Where the Client requests that Services begin during the statutory cancellation period, the Client expressly requests early performance and acknowledges that they may be required to pay for Services properly performed up to the time cancellation is communicated.
• 8.3 Where the Services have been fully performed during the cancellation period following the Client's express request and acknowledgement, the statutory right to cancel may be lost.
• 8.4 Statutory cancellation rights may not apply to a visit specifically requested by the Client for urgent repairs or maintenance, subject to applicable law. Any additional Services or Goods not required for the urgent repair may remain subject to statutory cancellation rights.
• 8.5 The Company shall provide the Client with information concerning the exercise of applicable statutory cancellation rights and, where required by law, a model cancellation form.

• 9.1 The Client shall ensure safe and unrestricted access is available at the agreed appointment time.
• 9.2 If access cannot be obtained, the Company's engineer shall attempt telephone contact up to three times, leave a voicemail where possible, attempt contact using any email address provided, and wait for up to fifteen (15) minutes from arrival.
• 9.3 If access is not obtained within fifteen (15) minutes, the appointment shall be deemed a Failed Attendance.
• 9.4 A new appointment may be required and additional charges may apply. The Company may recover reasonable costs arising from failed attendance including engineer time, travel expenses, and administration costs.
• 9.5 The engineer may record time of arrival, departure, photographs, videos, and contact attempts, and such records may be relied upon as evidence of attendance.
• 9.6 Where the engineer attends and complies with Clause 9.2, the Company shall be treated as having attended the appointment. The Company may retain or recover only those reasonable charges and losses arising from the failed attendance, subject to the Client's statutory rights.

• 10.1 Service certificates confirm only the condition of the HIU at the date and time of inspection.
• 10.2 Servicing does not guarantee future performance, reliability, or fault-free operation.
• 10.3 The Company recommends annual servicing.
• 10.4 The Client is responsible for retaining service reports and certificates.
• 10.5 The Company accepts no responsibility for failures arising from district heating networks, communal heating systems, shared pipework, utility interruptions, water quality issues, limescale, or third-party equipment failures.

• 11.1 Ventilation reports and recommendations reflect conditions observed during inspection only.
• 11.2 Recommendations are advisory in nature.
• 11.3 The Company does not guarantee future performance of ventilation systems.

• 12.1 Drain clearance services are provided on a best endeavours basis.
• 12.2 The Company does not guarantee permanent removal of blockages. Repeat blockages may occur due to underlying defects.
• 12.3 Additional visits may be chargeable.

• 13.1 Where the Client instructs the Company to replace or repair a component without first commissioning diagnostic investigation, the Company may rely upon the Client's diagnosis.
• 13.2 The Company shall not be responsible if the instructed repair fails to resolve the fault.
• 13.3 Full payment remains due for labour, attendance, materials and associated costs properly incurred. Where parts have been ordered, the Client may be responsible for the reasonable cost of those parts to the extent that the Company cannot reasonably recover the cost, subject to the Client's statutory rights and Clause 8.
• 13.4 Instructions may be evidenced through quotations, emails, text messages, WhatsApp messages, or other written communications.

• 14.1 Where one fault prevents testing or assessment of other components, the Company shall not be responsible for faults which could not reasonably have been identified. Faults may not become apparent until another fault is rectified.
• 14.2 Additional faults may become apparent following repair or replacement of the original fault.
• 14.3 Additional visits and repairs may be required and charged separately.

• 15.1 The Company does not guarantee that a single repair, service visit, or component replacement will permanently resolve a fault. Multiple faults may exist within a system.

• 16.1 The Company shall not be responsible for failures, leaks, defects or damage caused by existing corrosion, wear and tear or pre-existing installation defects, except to the extent that any loss was caused by the Company's failure to exercise reasonable care and skill.
• 16.2 The Company shall not be responsible for parts or systems that break, leak or fail during routine service or repair due to pre-existing weaknesses or latent defects, except to the extent that the failure or resulting damage was caused by the Company's failure to exercise reasonable care and skill.

• 17.1 Where additional faults or defects are discovered during the course of the Services that were not reasonably identifiable before work commenced, the Company shall notify the Client before carrying out any additional chargeable work.
• 17.2 Unless otherwise agreed, such work shall be treated as separate Services and charged accordingly.

• 18.1 The Company shall not be responsible for faults, failures or damage caused by poor existing installations, substandard plumbing arrangements, defective wiring or system-design defects, except to the extent that any loss was caused by the Company's failure to exercise reasonable care and skill.
• 18.2 The Company shall not be responsible for faults, damage or failures caused or contributed to by unauthorised modifications, DIY repairs, third-party interference, tampering, altered settings or subsequent works undertaken by others. Any Company warranty shall be invalid only to the extent that the relevant defect or failure was caused or affected by such interference.

• 19.1 If access to pipework or units requires removing panels, tiles, flooring, plasterboard, or cabinetry, the Client is responsible for arranging this work. Unless otherwise agreed in writing, the Company does not undertake replastering, decorating, retiling, flooring repairs, joinery or other making-good works.
• 19.2 The Client acknowledges that older materials, finishes, or fixtures may be inherently fragile and prone to damage during removal or handling. The Company will exercise reasonable care but is not responsible for restoring, redecorating, or "making good" any structural surfaces, decorations, or finishes disrupted during the execution of services.

• 20.1 If the Company agrees to fit parts supplied by the Client, the Client warrants that the parts are suitable, compatible, lawful and fit for the intended purpose.
• 20.2 The Company provides no warranty in respect of the quality, compatibility, durability or performance of customer-supplied parts. Labour charges remain payable where such a part is defective, unsuitable or fails for reasons unrelated to the Company's workmanship. Nothing in this Clause excludes liability for a failure by the Company to exercise reasonable care and skill when installing the part.

• 21.1 The Client must ensure a clean, safe, and hazard-free environment for the Company's engineers. This includes ensuring freedom from dangerous animals, hazardous substances, electrical hazards, or structural instability.
• 21.2 The Company may suspend or terminate attendance where its personnel encounter discrimination, harassment, abuse, threats or unsafe working conditions. The Client shall remain responsible for Services already provided and for the Company's reasonable attendance and other costs incurred up to termination, subject to applicable law.

• 22.1 The Company may take photographs and video footage of sites, components, and equipment before, during, and after works where reasonably necessary.
• 22.2 Photographs, videos and associated records may be retained and used for attendance records, diagnostics, quality assurance, insurance, legal compliance and dispute resolution. Any use for training or other secondary purposes shall be undertaken only where permitted by applicable data protection law and in accordance with the Company's Privacy Notice.

• 23.1 Copyright and all other intellectual property rights in all reports, certificates, and technical documentation generated by the Company remain exclusively with Core Flow London Ltd.
• 23.2 The Client is granted a non-exclusive licence to use such documents for their own records or property compliance. The Client cannot alter, modify, or commercially reproduce these reports without the prior written consent of the Company.

• 24.1 The Company shall process personal data in accordance with applicable data protection legislation, including the UK GDPR and the Data Protection Act 2018.
• 24.2 Personal data may be processed for administering bookings, delivering Services, processing payments, obtaining Goods, producing reports, maintaining records, handling complaints, enforcing contracts and complying with legal obligations.
• 24.3 Further details, including the applicable lawful bases, retention periods, recipients and the Client's data rights, are contained in the Company's Privacy Notice, which is available at [Insert exact webpage URL, e.g., www.coreflowlondon.co.uk/privacy] or upon request.

• 25.1 The Company provides a 12-month warranty on workmanship for defects caused by the Company's workmanship in repairs and installations, unless specified otherwise.
• 25.2 Goods supplied by the Company may also benefit from a manufacturer's warranty, subject to the manufacturer's applicable terms. Any manufacturer's warranty is additional to, and does not replace or restrict, the Client's statutory rights against the Company.
• 25.3 Warranties do not cover issues arising from subsequent user error, physical damage, limescale build-up, external utility supply disruptions, third-party interference, customer-supplied parts, poor installation by others, water quality issues, or blockages.
• 25.4 The warranties described in this Section are additional to, and do not replace or restrict, any statutory rights or remedies available to a consumer.

• 26.1 Group or block servicing rates apply only when appointments are booked and executed consecutively within the same property development or block.
• 26.2 If an individual resident within a group booking cancels or fails to provide access, that specific slot reverts to standard, individual pricing and a separate booking must be arranged.

• 27.1 The Company may claim statutory interest and debt-recovery compensation on qualifying commercial debts in accordance with the Late Payment of Commercial Debts (Interest) Act 1998. Where statutory interest is claimed, it shall be calculated at 8% above the Bank of England base rate from the applicable due date until payment is received.
• 27.2 Where the Company claims statutory compensation, the applicable fixed sum for each qualifying overdue payment shall be:
  • (a) £40 for a debt of up to £999.99;
  • (b) £70 for a debt between £1,000 and £9,999.99; or
  • (c) £100 for a debt of £10,000 or more.
• 27.3 The Company may suspend further Services and, where legally permitted, defer the issue of non-statutory reports or certificates while qualifying commercial invoices remain overdue. Nothing in this Clause removes any right or remedy that cannot lawfully be withheld.

• 28.1 Purchase Orders shall not be required unless explicitly agreed between the parties.
• 28.2 No terms contained in a Client's purchase order, procurement document or other communication shall vary these Terms unless the variation is expressly accepted in writing by a director of the Company.

• 29.1 Nothing in these Terms and Conditions shall limit or exclude the Company's liability for death or personal injury caused by its negligence, fraud, fraudulent misrepresentation, or any other liability which cannot be limited or excluded by applicable law.
• 29.2 Subject to Clause 29.1, and to the extent permitted by law, the Company's aggregate liability arising from the Services shall not exceed £1,000,000. Nothing in this Clause shall limit any liability that cannot lawfully be limited or exclude any rights or remedies available to a consumer under applicable law.
• 29.3 Subject to Clauses 29.1 and 29.2, the Company shall not be liable to a commercial Client for indirect or consequential loss, loss of profit, loss of revenue, loss of contracts, loss of business opportunity or business interruption. Nothing in this Clause excludes losses or remedies that cannot lawfully be excluded in a contract with a consumer.

• 30.1 The Client must submit any complaint in writing as soon as reasonably practicable and, where possible, within fourteen (14) days of the issue becoming apparent. The Client must allow the Company a reasonable opportunity to attend, inspect, and rectify any disputed work.
• 30.2 The Company shall not ordinarily be responsible for the cost of third-party investigations, reports or remedial works commissioned without its prior written consent. This shall not apply where urgent action was reasonably necessary to prevent immediate danger or further material damage, or where liability cannot lawfully be excluded. The Company will acknowledge complaints within 5 working days and respond in full within a reasonable time frame. The Client's statutory rights remain unaffected throughout this process.

• 31.1 Engineer notes, reports, attendance logs, photographs, videos, correspondence and test records may be retained and relied upon as evidence of the Property's condition, the Services performed and attendance at the relevant time.

• 32.1 No employee, engineer or subcontractor has authority to vary these Terms, waive payment obligations or agree additional Services without appropriate Company authorisation. Nothing in this Clause excludes any statement or information that is binding upon the Company under applicable law.

• 33.1 The Company reserves the right to amend these Terms and Conditions from time to time. The version applicable to the Services shall be the version in force on the date the booking is accepted.

• 34.1 The Company shall not be liable for delays or failures to perform resulting from events beyond its reasonable control, including extreme weather, floods, strikes, natural disasters, national emergencies, pandemics, traffic gridlock, or supply chain blockades.

• 35.1 These Terms and Conditions shall be governed by, interpreted, and construed in accordance with the laws of England and Wales. Both parties submit to the exclusive jurisdiction of the courts of England and Wales.

• 36.1 These Terms and Conditions, alongside any relevant written quotation, accepted variation, invoice, and agreed scope of work, constitute the entire legal agreement between Core Flow London Ltd and the Client. It supersedes all prior verbal agreements, arrangements, or understandings regarding the Services.
• 36.2 Nothing in this Clause excludes liability for fraud or fraudulent misrepresentation or excludes information that forms part of the contract under applicable consumer law.

• 37.1 By booking, instructing, or permitting the Company to undertake Services, the Client confirms that they have read, understood, and accepted these Terms and Conditions.