Terms & Conditions

1. Booking & Payment

• When you book, we take the first hour’s payment upfront.
• The booking fee only covers 1 hour on site. If it looks like the job will run over, we’ll let you know first.
• Our rate is £95 per hour. After the first hour, time is charged in 30-minute increments at half the rate.
• Payments are due upfront or on completion. You can pay our engineer directly by bank transfer, debit card or credit card (sorry, no Amex).
• You’ll always get a receipt once payment is made.

2. Time Windows

• We’ll give you a time window for arrival.
• Delays sometimes happen – traffic, tricky jobs, London life. If we’re delayed, no discounts apply, but if we fall outside your time window you can cancel and get a full refund. We will keep you updated on our arrival time to the best of our ability.

3. While We’re on Site

• The clock starts when the engineer knocks on your door.
• If showers, baths or other bathroom activities hold us up, that time still counts.
• Pets must be safely shut away (no Houdini escapes, please).
• Hot appliances (like boilers, hobs, etc.) must be turned off at least 2 hours before our visit for safety.
• We may need to turn off your gas or water. We will reinstate these as swiftly as possible to ensure little inconvenience.

4. Materials & Parts

• If we need to pop out for parts, we’ll charge up to 30 minutes for collection.
• Materials are charged at cost + 20% handling/collection fee.
• Our workmanship and any parts we supply are guaranteed for 12 months.
• If you supply your own part and it’s faulty or damaged, our time on site is still chargeable.
• If we fix or replace something and an old neighbouring part gives up, that’s considered a new job and will be charged separately.

5. Cancellations

• Need to cancel? Please give us 24 hours’ notice for a refund.
• Less than 24 hours’ notice means the booking fee may not be refunded.
• Should we attend the property within the given time window and no access is granted, the first hour will still be charged. We are happy to wait up to 45 minutes for access.
• Renzy reserves the right to cancel or amend the booking. A full refund will be given if this is the case.

6. Our Engineers

• All Renzy engineers are Gas Safe registered, insured, and vetted.
• They’ll treat your home with respect, no muddy boots, no mess left behind and protection of the working area with dust sheets.
• We are not liable to moving furniture, emptying cupboards and removing doors / shelving as our insurance does not cover us for damages. Please ensure the work area is clear and accessible prior to our arrival.

7. Parking & Extra Charges

Parking costs, permits, congestion charges, and any other access-related costs are all included in our rates – no surprise extras.

8. Responsibility & Call-Backs

• We can’t take responsibility for existing plumbing issues or failures caused by old/fragile parts.
• If there’s a problem with our work, we’ll aim to be back within 24 hours (48 hours in busy periods). We’ll do our best for a same day call out but this isn’t guaranteed.

9. Limit of Liability

• We’ll always do our best, but our liability is limited to the cost of the work carried out.
• We can’t be responsible for things like loss of earnings, inconvenience, or consequential damage beyond the work itself.

10. The Good-Faith Bit

• We’ll always be upfront, honest, and fair.
• All we ask in return: respect our engineers, pay promptly, and let us know if something’s not right so we can put it right.