COAST & COUNTRY
Heating • Plumbing • Renewables
Please read these before booking.
Last updated: May 2025
These terms and conditions apply to all services provided by Coast & Country Group Ltd. By requesting or accepting our services, you agree to these terms. If you have any questions please contact us before booking.
Coast & Country Group Ltd is a plumbing, heating and renewables business based in Norfolk. We are Gas Safe registered. Our contact email is hello@coastcountrygroup.co.uk.
All quotations are provided in good faith based on information available at the time. Fixed-price quotes are valid for 30 days from the date of issue. If the scope of work changes materially from what was quoted, we reserve the right to revise the price. We will always discuss and agree any changes with you before proceeding.
Our callout rates and pricing are published on our website. Standard pricing applies to all properties within 35 miles of our base in Mileham, Norfolk. A flat travel supplement of £25 applies to bookings where the property is more than 35 miles from Mileham. This supplement is communicated to the customer via our postcode checker and booking form before any booking is confirmed, and will appear as a separate line item on the invoice. Coast & Country Group Ltd is not currently VAT registered, so no VAT is charged or added to any of our published prices. Should this change, published prices will be updated and existing confirmed bookings honoured at the agreed price.
A travel supplement of £25 applies to all bookings where the customer's property is located more than 35 miles from our base in Mileham, Norfolk (PE32 2FS). The applicable distance is calculated using straight-line distance from our base postcode to the customer's postcode.
The travel supplement will be:
The travel supplement is in addition to, and does not form part of, any quoted service or repair price. Coast & Country Group Ltd reserves the right to update the travel supplement rate with reasonable notice. Any change will not apply to bookings already confirmed at the time of the change.
A booking is confirmed once you receive written confirmation from us by email or WhatsApp. We will aim to confirm all bookings within 24 hours of your request. We reserve the right to decline a booking at our discretion.
The following deposit structure applies:
Deposits are non-refundable if you cancel with less than 48 hours notice, except where we are unable to carry out the work through no fault of yours.
Payment is due within 14 days of the invoice date unless otherwise agreed in writing. We accept payment by debit card, credit card, bank transfer, and interest-free finance (on eligible jobs - see below). We do not accept cheques.
Late payments may incur interest at 8% above the Bank of England base rate under the Late Payment of Commercial Debts (Interest) Act 1998. We reserve the right to pursue recovery of unpaid invoices through the small claims court.
For jobs with a total value of £1,000 or more, we offer an interest-free payment plan spread over 3 months. This is provided through a third-party finance partner and is subject to their approval process. Finance must be arranged before work commences. We absorb the cost of this facility - there is no additional charge to you.
We understand that circumstances change. If you need to cancel or rearrange a booking, please give us as much notice as possible.
We reserve the right to waive cancellation fees at our discretion in exceptional circumstances.
If we need to cancel or rearrange due to circumstances beyond our control (illness, emergency, severe weather), we will give you as much notice as possible and no cancellation fee will apply to you.
We guarantee all our workmanship for 12 months from the date of completion. If a fault develops as a direct result of our work within this period, we will return to rectify it at no charge.
This guarantee does not cover:
Manufacturer warranties on parts and equipment are separate to our workmanship guarantee and are subject to the manufacturer's own terms.
Where parts or materials are required, we will provide a written quote for your approval before ordering. Parts quoted separately are not included in labour-only prices unless explicitly stated. We cannot be held responsible for delays caused by parts availability.
Parts supplied by us remain our property until paid for in full.
You are responsible for ensuring we have safe and reasonable access to the work area. This includes clearing the area of obstructions, ensuring pets are secured, and notifying us of any known hazards. If we are unable to carry out work due to access issues beyond our control, a callout charge may still apply.
We will take reasonable care of your property while on site. We ask that you inform us of any fragile or valuable items near the work area.
All gas work is carried out by Gas Safe registered engineers in compliance with Gas Safety (Installation and Use) Regulations 1998. If we identify an immediately dangerous gas situation, we are legally obliged to make it safe, which may involve isolating the supply. We will always explain what we have found and why action was taken.
Our total liability to you in connection with any services shall not exceed the total value of the invoice for those services. We are not liable for any indirect or consequential loss, loss of profit, or loss of use.
Nothing in these terms limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded by law.
We recommend you ensure your home insurance is adequate and up to date before any significant work is carried out.
We take complaints seriously and aim to resolve all issues quickly and fairly. If you are unhappy with any aspect of our service, please contact us at hello@coastcountrygroup.co.uk in the first instance. We will acknowledge your complaint within 2 working days and aim to resolve it within 14 days.
These terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.