Terms of Service

24Plumb Ltd  ·  Last updated: 28 May 2026  ·  Effective: 28 May 2026

Please read these Terms of Service ("Terms") carefully before using the 24Plumb platform. By making a booking or registering as a plumber, you agree to be bound by these Terms. If you do not agree, please do not use our service.

1. About 24Plumb

24Plumb Ltd ("24Plumb", "we", "us") operates an online marketplace that enables customers to find and book verified, independent plumbers for emergency and non-emergency plumbing services in London and surrounding areas.

24Plumb is a technology platform only. We do not employ the plumbers listed on our platform. Each plumber is an independent contractor who has applied to join the 24Plumb network and been approved by us. The plumbing services you receive are provided by that independent contractor, not by 24Plumb Ltd.

Our platform is accessible at 24plumb.com. These Terms apply to all users of the platform including customers, plumbers, and visitors.

2. Eligibility

To use 24Plumb as a customer, you must:

• Be at least 18 years of age
• Be resident in the United Kingdom
• Have authority to request work at the property address you provide
• Provide accurate and truthful information when making a booking

To register as a plumber on 24Plumb, you must:

• Hold a valid Gas Safe registration (where gas work may be involved)
• Hold current public liability insurance of at least £1 million
• Be legally entitled to work in the United Kingdom
• Be based in and primarily operate within London or the areas you specify in your application

3. Making a Booking

When you submit a booking through 24Plumb:

• You provide your contact details, service address, a description of the problem, and your required urgency level
• You pay the callout fee shown at the time of booking (see Section 4)
• We attempt to dispatch the nearest available, verified plumber from our network to your postcode
• Dispatch is not guaranteed — in the event that no plumber is available, you will receive a full refund

A booking is confirmed when payment is successfully processed. You will receive a booking reference by email and may track the status of your booking on our tracking page.

The callout fee covers the plumber's attendance and the first hour of labour. Additional time, parts, and materials required to complete the job will be quoted by the plumber on-site and agreed with you before any further work commences. You are under no obligation to accept additional quotes.

4. Payment

Callout fees are charged at the time of booking and are as follows:

• Emergency (within 1 hour): £120 including the first hour of labour
• Urgent (within 3 hours): £90 including the first hour of labour
• Standard (within 24 hours): £65 including the first hour of labour

All prices include VAT (if applicable). Prices are subject to change; the price shown at the time you make your booking will apply to that booking.

Payments are processed securely by Stripe. We do not store your card details. By providing your payment information, you authorise 24Plumb to charge the stated callout fee via Stripe.

Plumbers retain 85% of the callout fee. 24Plumb retains a 15% platform fee to cover technology, insurance verification, payment processing, and operational costs.

5. Cancellation and Refunds

Customer cancellations

• Before a plumber is dispatched: Full refund. Contact us immediately after booking to cancel. Refunds are processed within 5–10 business days depending on your bank.
• After a plumber has been dispatched (accepted the job and is en route): No refund of the callout fee. The plumber's time and travel are non-recoverable once they have set off.
• If no plumber can be found: Automatic full refund within 5 business days.
• If the plumber fails to attend without notice: Full refund of the callout fee.

To cancel, please email contact@24plumb.com with your booking reference. If you cancel on the phone, please also confirm in writing.

Your statutory rights

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a 14-day right to cancel contracts made online. However, by proceeding with a booking where service delivery has already begun (i.e. a plumber has been dispatched), you acknowledge that the right to cancel under these Regulations will not apply and the callout fee will not be refunded.

Plumber cancellations

If a plumber cancels after accepting a job, we will immediately attempt to find a replacement. If no replacement is found within 30 minutes of the original expected arrival time, you are entitled to a full refund.

6. Plumber Standards and Vetting

24Plumb verifies the following before approving any plumber to join our network:

• Valid Gas Safe registration number (verified against the Gas Safe Register)
• Current public liability insurance (minimum £1 million)
• Identity verification

Despite our vetting process, 24Plumb does not guarantee the quality of work carried out by plumbers. Plumbers are independent contractors and are solely responsible for the workmanship of the services they provide.

If you are dissatisfied with the quality of work, your first recourse is to raise it directly with the plumber. If unresolved, please contact us and we will assist with mediation where possible.

7. Limitation of Liability

To the maximum extent permitted by applicable law:

• 24Plumb is not liable for any damage to property arising from the actions or omissions of a plumber engaged through our platform. Such claims should be directed to the plumber and their insurance.
• 24Plumb is not liable for any indirect, consequential, or incidental loss including but not limited to loss of business, loss of profits, loss of data, or damage to goodwill.
• Our total aggregate liability to you in respect of any single event or series of connected events is limited to the callout fee paid by you for the booking in question.
• Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any liability that cannot be excluded by law under the Consumer Rights Act 2015 or otherwise.

24Plumb does not warrant that the platform will be available at all times, error-free, or that bookings will always be fulfilled. We will use reasonable endeavours to ensure availability.

8. Independent Contractor Status

Plumbers on the 24Plumb platform are independent contractors and sole traders. They are not employees, workers, agents, or representatives of 24Plumb Ltd in any respect.

24Plumb Ltd does not direct, supervise, or control the manner in which plumbers carry out their work. Plumbers set their own availability, accept or decline jobs at their discretion, and are free to work for other clients and platforms.

24Plumb Ltd is not responsible for the quality, safety, timeliness, or legality of any work performed by plumbers on the platform. Any dispute regarding the quality of workmanship is a matter between the customer and the plumber directly.

Nothing in these Terms or in the relationship between 24Plumb and any plumber creates or implies any employment relationship, partnership, joint venture, agency, or franchise.

9. Platform Liability Limitation

24Plumb Ltd accepts no liability whatsoever for any injury, death, damage to property, financial loss, consequential loss, or expense of any nature arising directly or indirectly from the work performed, or failure to perform, by any plumber introduced through the platform.

In all circumstances where 24Plumb Ltd is found to have any liability, that liability is strictly limited to the value of the callout fee paid by the customer through the platform for the specific booking in question. We will not be liable for any amount beyond this under any legal theory.

Customers are advised to raise any claim for damage or unsatisfactory work directly against the plumber and their public liability insurance. Where required, 24Plumb will provide reasonable assistance in facilitating such a claim.

Nothing in this section limits or excludes our liability for death or personal injury caused by our own negligence, for fraud or fraudulent misrepresentation, or for any liability that cannot lawfully be excluded under the Consumer Rights Act 2015 or any other applicable legislation.

10. Plumber Responsibilities

By registering on the 24Plumb platform and accepting jobs, all plumbers confirm and warrant that they:

• Hold valid public liability insurance of at least £1,000,000 and will maintain this cover for the duration of their membership on the platform
• Are legally entitled to work in the United Kingdom
• Hold all relevant qualifications, certifications, and licences required for the work they undertake, including — where applicable — valid Gas Safe registration for any gas-related work
• Will not undertake gas or gas-related work unless they hold a current Gas Safe registration
• Are solely and entirely responsible for the safety, quality, and legality of the work they perform
• Will comply with all applicable laws, regulations, and industry standards including Gas Safety (Installation and Use) Regulations 1998 and the Building Regulations
• Will carry out work to a professional standard and in accordance with the customer's reasonable instructions
• Will accurately represent their qualifications and capabilities when accepting jobs on the platform

Any breach of the above warranties may result in immediate suspension or permanent removal from the platform, and the plumber will indemnify 24Plumb Ltd against any claims, costs, or losses arising from such a breach.

11. Customer Acknowledgement

By placing a booking through 24Plumb, customers expressly acknowledge and agree that:

• The plumber attending their property is an independent contractor and not an employee or agent of 24Plumb Ltd
• The callout fee paid at the time of booking covers the plumber's attendance and the first hour of labour only — it does not cover parts, materials, or additional labour beyond the first hour
• Any additional work, parts, or materials required beyond the first hour will be quoted and agreed directly between the customer and the plumber before any further work is carried out — 24Plumb is not a party to this agreement
• Any contractual relationship for work beyond the initial callout is between the customer and the plumber personally
• Claims for damage, injury, or unsatisfactory workmanship should be directed to the plumber and their public liability insurer, not to 24Plumb Ltd

12. Intellectual Property

All content on the 24Plumb platform, including the 24Plumb name and logo, website design, text, graphics, and software, is owned by or licensed to 24Plumb Ltd and is protected by copyright, trade mark, and other intellectual property laws.

You may not reproduce, distribute, modify, or create derivative works from any part of our platform without our prior written consent.

13. Prohibited Use

You must not use the 24Plumb platform to:

• Make false or fraudulent bookings
• Provide false information about your identity or the service address
• Attempt to contact plumbers outside of the 24Plumb platform to circumvent our fees
• Harass, threaten, or abuse plumbers
• Scrape, reverse engineer, or copy any part of our platform
• Violate any applicable law or regulation

We reserve the right to cancel bookings, suspend accounts, and refuse service to anyone who violates these Terms.

14. Governing Law

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising under these Terms are subject to the exclusive jurisdiction of the courts of England and Wales, except where mandatory consumer protection laws in your jurisdiction provide otherwise.

15. Dispute Resolution

We want to resolve any complaints quickly and fairly. If you have a complaint:

• Step 1: Contact us at contact@24plumb.com with your booking reference and a description of the issue. We aim to respond within 2 business days.
• Step 2: If we are unable to resolve your complaint within 8 weeks, or if you are not satisfied with our response, you may refer the matter to an Alternative Dispute Resolution (ADR) scheme or the courts.

If your dispute relates to payment, you may also raise a chargeback request with your card provider or bank.

For online disputes, the European Commission's Online Dispute Resolution platform is available at ec.europa.eu/consumers/odr (note: this may not apply post-Brexit for UK consumers).

16. Changes to These Terms

We may update these Terms from time to time to reflect changes in our service, applicable law, or best practice. We will update the "Last updated" date at the top of this page.

For bookings already made before a change takes effect, the Terms in force at the time of booking will apply. For plumber accounts, we will provide at least 14 days' notice of material changes.

17. Contact