Terms of Service
Terms and conditions for using Better Call Wes services
Terms and conditions for using Better Call Wes services
Last updated: 25th March 2026
By engaging Better Call Wes ("we", "us", or "our") for plumbing or heating services, or by using our website bettercallwes.co.uk, you agree to be bound by these Terms of Service. If you do not agree to these terms, please do not use our services.
Better Call Wes provides:
All gas work is carried out in accordance with Gas Safety (Installation and Use) Regulations 1998 and current Gas Safe standards. Wes is a registered Gas Safe engineer (Registration #558654).
3.1 Booking Methods: You may book services through our online booking system, by phone, WhatsApp, or email.
3.2 Confirmation: Appointments are confirmed when you receive a written confirmation (email, SMS, or WhatsApp message).
3.3 Cancellations: You may cancel or reschedule appointments with at least 24 hours' notice without charge. Cancellations with less than 24 hours' notice may be subject to a cancellation fee of up to £50.
3.4 Our Right to Cancel: We reserve the right to cancel or reschedule appointments due to emergency call-outs, adverse weather, illness, or other unforeseen circumstances. We will provide as much notice as possible.
4.1 Quotes: Quotes provided are estimates based on the information available. Final pricing may vary if additional work is required or unforeseen issues are discovered.
4.2 Pricing Structure: Our standard pricing is based on the Master Price Guide available on our website. All prices are inclusive of VAT unless otherwise stated.
4.3 Payment Terms: Payment is due upon completion of work unless otherwise agreed in writing. We accept cash, bank transfer, and card payments.
4.4 Deposits: For larger installations (e.g., new boiler installations), a deposit of up to 50% may be required to secure materials and book the job.
4.5 Late Payment: Invoices not paid within 14 days may incur a late payment fee and may be subject to debt recovery procedures.
5.1 Access: You must provide safe and reasonable access to all areas where work is to be carried out.
5.2 Parking: Where possible, please provide suitable parking near the property. Additional charges may apply if parking restrictions cause delays.
5.3 Pets: Please secure pets during our visit for safety reasons.
5.4 Property Care: We will take reasonable care to protect your property, including using dust sheets and cleaning up after work. We are not responsible for damage to fragile items not moved prior to work commencing.
You agree to:
7.1 Workmanship Guarantee: We provide a 12-month guarantee on all labour and workmanship from the date of completion, subject to the conditions below.
7.2 Parts and Materials: Parts and materials carry the manufacturer's warranty. We will assist in warranty claims where applicable.
7.3 Exclusions: Our guarantee does not cover:
7.4 Boiler Installations: New boiler installations carry a manufacturer's warranty (typically 5-10 years). Registration and warranty activation are the customer's responsibility unless we agree otherwise in writing.
8.1 General: We carry public liability insurance and work to the highest professional standards. Our liability for any claim is limited to the value of the work performed.
8.2 Indirect Losses: We are not liable for any indirect, consequential, or special losses, including but not limited to loss of business, loss of profits, or loss of use.
8.3 Third-Party Products: We are not liable for defects in third-party products or materials beyond facilitating warranty claims.
We comply with the Health and Safety at Work Act 1974 and all relevant regulations. You must inform us of any known hazards on your property, including asbestos, lead pipes, or structural issues.
For your safety and ours, please do not interfere with work in progress. Gas systems must only be worked on by Gas Safe registered engineers.
Where we issue a Gas Safety Certificate (CP12), you are legally required to retain this document and make it available to tenants (if applicable). Failure to maintain gas safety compliance may result in legal penalties and invalidate insurance.
We aim to provide excellent service at all times. If you are not satisfied, please contact us immediately:
We will acknowledge your complaint within 2 working days and aim to resolve it within 14 days. If we cannot reach a resolution, you may refer the matter to an independent dispute resolution service or the Gas Safe Register.
All content on the Better Call Wes website, including text, images, logos, and design, is the property of Better Call Wes and is protected by copyright law. You may not reproduce, distribute, or use this content without our written permission.
We process your personal data in accordance with UK GDPR and the Data Protection Act 2018. Please see our Privacy Policy for full details on how we collect, use, and protect your information.
We reserve the right to update these Terms of Service at any time. Changes will be posted on this page with an updated "Last updated" date. Continued use of our services after changes constitutes acceptance of the updated terms.
These Terms of Service are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.
If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.
For questions about these Terms of Service, please contact:
Better Call Wes
Email: hello@bettercallwes.co.uk
Phone: 07700 155 655
Address: Southampton, Hampshire, United Kingdom
Gas Safe Registration: 558654
These terms are designed to protect both you and Better Call Wes. By using our services, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.
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