Invoice Terms & Conditions

​Service Terms & Conditions
Company Name: Herbert and Crown
Last Updated: April 2026​

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These Terms and Conditions (“Agreement”) constitute a legally binding agreement between Herbert and Crown (“the Company,” “we,” “us,” or “our”) and the client (“the Client,” “you,” or “your”). By booking an appointment, instructing our engineers, or accessing our Client Portal, you confirm your acceptance of these terms.

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1. Scope of works & Labour​

1.1 The Callout: The "Callout Fee" is a fixed-rate charge covering the engineer’s travel and the initial sixty (60) minutes of labour on-site.
1.2 Additional Labour: Work exceeding the initial sixty minutes is billed in 15-minute increments at our discounted hourly rate.
1.3 Parts and Materials: All parts and materials supplied remain the property of Herbert and Crown until paid for in full (Retention of Title). Costs for materials are billed in addition to labor.

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2. Payment terms & Mandatory online processing​

2.1 Online Payment Mandate: We operate a strictly digital payment policy. We do not accept cash or cheques. All payments must be made via our secure online portal.

2.2 Initial payment or Callout payment: Initial booking payments must be made within 15 minutes for same-day bookings or 30 minutes for future bookings failure to do so may result in loss of your appointment.
2.3 Payment Deadline: Payment is due within seven (7) days of the date the service was finalised and the invoice issued.
2.4 Automatic Continuous Payment Authority (CPA): By providing your card details at the time of booking or via the portal, you grant Herbert and Crown a Continuous Payment Authority to automatically charge the saved payment method for the outstanding balance precisely seven (7) days after service completion.
2.5 Late Payments: For commercial clients, we reserve the right to charge interest and debt recovery costs under the Late Payment of Commercial Debts (Interest) Act 1998. For consumers, interest will be charged at 4% above the Bank of England base rate.

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3. Data protection & UK GDPR Compliance​

3.1 Data Controller: Herbert and Crown is a Data Controller committed to full compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
3.2 Payment Security: We do not store "Raw" Primary Account Numbers (PAN). All payment processing is handled by PCI-DSS compliant third-party processors.
3.3 Card Storage:

• One-Time Authorisation: If you do not opt to "Save Card," your details are used solely as a secure token for the 7-day auto-charge.

• Stored Credentials: If you explicitly opt-in, we will store a payment token for future convenience. You may revoke this consent at any time via the Client Portal.
  3.4 Privacy: Your data is used only for service delivery and billing. We never sell your data to third parties.

 

4. Consumer rights & cancellations
4.1 Right to Cancel: In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel within 14 days. However, by requesting an "Emergency" or "Express" callout for a specific date, you expressly request the service to begin within the cancellation period and acknowledge that the right to a full refund is waived once the service is performed.
4.2 Short Notice Cancellations: Cancellations made less than 12 hours before the appointment will result in the 20% of the callout/initial fee to cover lost engineering time.

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5. Limitation of liability​

5.1 Statutory Rights: Nothing in these terms excludes our liability for death or personal injury caused by negligence, or affects your statutory rights under the Consumer Rights Act 2015 (e.g., that services must be provided with reasonable care and skill).
5.2 Pre-existing Conditions: Herbert and Crown shall not be liable for damage resulting from pre-existing plumbing, electrical, or structural frailties discovered during the standard course of work.
5.3 Maximum Liability: Subject to clause 5.1, our total liability is limited to the total value of the invoice for the specific work in question.

 

6. Disputes & Complaints​

6.1 Reporting: Any issues regarding the quality of workmanship must be reported to Herbert and Crown within 48 hours of completion to allow for inspection and rectification. Please submit all reports to support@herbertandcrown.co.uk
6.2 Payment During Dispute: The 7-day automatic payment will proceed unless a formal dispute has been acknowledged by our management in writing at least 24 hours prior to the charge date.

 

7. Governing Law​

7.1 This Agreement is governed by the laws of England and Wales and is subject to the exclusive jurisdiction of the English Courts.