Terms and Conditions


1.1 These are the terms on which we will carry out the work for you. Please ensure that you read them carefully before asking our engineer to begin the work. We have highlighted those terms that you should pay particular attention to.
1.2 We will ask that you email us the details of the work (not call). We do not take credit/debit cards details as we only accept bank transfers at present.


2.1 We will supply you with a date and time when we will arrive to begin carrying out the work. We will give you an estimate of how long the work will take to complete, however, this will only be an estimate and the work may take more or less time than we have anticipated.
2.2 We will try to get to you as soon as possible and where possible before the time slot we have allocated to you, if, when we book the job we consider the circumstances you have described to us are an emergency. However, this might not be possible if an event occurs which is outside of our control (see below).
2.3 We will make every effort to arrive and to complete the work on time. However, we will not be liable or responsible for any delay or failure to carry out the work, due to an event outside our control such as poor traffic conditions, poor weather conditions or the failure of public or private telecommunications networks. If such an event happens, we will let you know as soon as possible and you can cancel the job if you no longer want us to carry out the work. We may cancel the job if the event lasts for more than 4 weeks.
2.4 To enable us to carry out the work you will need to:
(a) provide us with access to the premises and any services and facilities we need to carry out the work;
(b) ensure that the premises are clear and safe for us to access and that you own the premises and do not need the consent of another person to enable us to carry out the work;
(c) ensure that any materials you provide to enable us to carry out the work are suitable. If you fail to do so we may not be able to carry out the work and you may need to contact us to arrange a further visit.

We shall assign a Job Number to the job which will be written on the Job Sheet. Please quote the Job Number in all subsequent correspondence with us relating to the job.


3.1 The price you pay will include a charge for labour, parts and materials and VAT.
3.1.1 We don’t offer half-hourly rates.
3.1.2 For jobs booked on a fixed price, you will be charged from the moment that our engineer arrives at your premises at the fixed price quoted and specified on the Job Sheet. For example if we have told you that we will charge you a fixed price of £100 for the labour, we will charge you £100 for the labour, plus the cost of any parts that may be required. Some fixed-price jobs also includes the cost for parts, which we will confirm when you book the job.


4.1 If we fail to comply with these terms, we are responsible for any loss or damage you suffer that is a foreseeable result of our breach of the terms or our negligence. Loss or damage is foreseeable if it is an obvious consequence of our breach or if they were contemplated by you and us at the time we entered into this contract.
4.2 We will make good any damages caused to your property by us during the course of carrying out the work. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover in the course of carrying out the work or if we cause damage having to gain access to your property or any hidden pipes or drains to enable us to carry out the work (except where we have been negligent).
4.3 The work we carry out is for domestic and private use and as such we will not be liable for any loss of profit to your business, loss of business, business interruption, or loss of business opportunity.
4.4 We do not exclude or limit in any way our liability for:
(a) death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors;
(b) fraud or fraudulent misrepresentation;
(c) breach of the terms implied by section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession);
(d) breach of the terms implied by sections 3, 4 and 5 of the Supply of Goods and Services Act 1982 (description, satisfactory quality, fitness for purpose and samples); and (e) defective products under the Consumer Protection Act 1987.


5.1 Except in situations covered by clause 5.3, any work carried out by us and parts and materials used by us will be guaranteed for a period of 12 months from the date that we started the work (Guarantee Period).
5.2 Some of the goods supplied by Us as a result of carrying out the work may come with a manufacturer’s guarantee. Where this is the case, please refer to the manufacturer’s guarantee provided with the goods for further details.
5.3 In the unlikely event that there is any problem with the work we have carried out within the Guarantee Period or the Extended Guarantee Period please contact us on 0208 004 4442 and tell us as soon as reasonably possible. If the problems are as a result of faulty workmanship or materials during the Guarantee Period we will seek to rectify these problems and replace any parts free of charge. If we are unable to rectify these problems or to replace the faulty parts we may offer you a full or partial refund. If the fault arises during the Extended Guarantee Period we will only seek to repair the fault free of charge and will not replace any parts free of charge or offer a full or partial refund.

Guarantee Continued…

5.4 This guarantee does not apply if you:
(a) have deliberately or accidentally caused the problem you are asking us to rectify or you have damaged the parts you are asking us to replace;
(b) have failed to follow our advice or the manufacturer’s instructions in relation to the use or maintenance of any goods or materials we have supplied;
(c) have modified the item(s) we have repaired in any way and the fault has been caused by the modification you have made;
(d) you have called us out to unblock a drain or flush a central heating system. In these cases we will offer a guarantee period of 10 days;
(e) where we have advised you that the work you have asked us to carry out will only be a temporary solution to the overall problem. In such cases we will advise you that this is only a temporary repair and we will advise you on any further work, parts and materials that will need to be done to provide a more permanent solution. It will be noted on the Job Sheet that this is just a temporary repair and the work is not guaranteed. In such cases we will charge you for any labour, parts and materials used in remedying the defect.
5.5 This guarantee is in addition to, and does not affect your legal rights in relation to any goods that are faulty or not as described.


6.1 If you wish to cancel or rearrange your appointment before we arrive to carry out the work you may do so within 24 hours of your appointment without any charge by telephoning us on 0208 004 4442. If you provide us with less than 24 hours notice of your intention to cancel or rearrange your appointment we may charge you the sum of £25 to cover our costs.
6.2 If you cancel your appointment under clause 7.1 and you have made any payment in advance for work that we have not carried out, we will refund that amount to you.
6.3 Note: we will charge for the works that have already been completed.
6.4 Where we have sold a fixed price job with an annual care plan included, once we have started the job you do not have the right to cancel the care plan, except under the provisions of the care plan Terms and Conditions.


7.1 If we have to cancel an appointment due to an event outside our control or the unavailability of our engineer or key materials without which we cannot carry out the work, we will promptly contact you.
7.2 If we have to cancel an appointment under clause 7.1 and you have made any payment in advance for the work, we will refund this to you.
7.3 If we have already started the work by the time we have to cancel we will not charge you anything and you will not have to make any payment to us.


8.1 We are a company registered in England and Wales. Our company registration number is 12411632. Registered office: Unit 1H, Clapham North Art Centre, 26-32 Voltaire Road, SW4 6DH.
8.2 If you have any questions or if you have any complaints, please contact us. You can contact us by telephoning our customer service team at 0208 004 4442 or by e-mailing Us at:  maintenance@theoptimalgroup.co.uk


9.1 We will use the personal information you provide to us to:
(a) carry out the work;
(b) process your payment for such the work;
and (c) inform you about similar products or services that we provide, but you may stop receiving these at any time by contacting us.
9.2 You agree that we may pass your personal information to credit reference agencies and that they may keep a record of any search that they do.
9.3 We will not give your personal data to any other third party.


10.1 We may transfer our rights and obligations under these terms to another organisation, and we will always notify you in writing if this happens, but this will not affect your rights or our obligations under these terms.
10.2 This contract is between you and us. No other person shall have any rights to enforce any of its terms.
10.3 Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
10.4 If we fail to insist that you perform any of your obligations under these terms, or if We do not enforce our rights against you, or if We delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that We will automatically waive any later default by you.
10.5 These Terms are governed by English law. We both agree to submit to the non-exclusive jurisdiction of the English courts. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.