Terms & Conditions


  • 1.1 - "We" - EM 24-7 Maintenance Ltd.

  • 1.2 - “Service” - the finding of a competent engineer to visit the customer's property.

  • 1.3 - "Website" - emergencymaintenance.co.uk

  • 1.4 - “Customer” - any individual or body using and paying for the Services

  • 1.5 - “Engineer” - an Electrical, Plumbing, Heating or Gas Engineer whose details are provided by EM 24-7 Maintenance Ltd.

  • 1.6 - “Deposit” - the sum of money paid either by the customer to EM 24-7 Maintenance Ltd which secures the booking.

  • 1.7 - “ETA” - estimated time of arrival.

  • 1.8 - “Terms” - Terms and Conditions.


  • 2.1 - Any use of our service or our website, are subject exclusively to these Terms.

  • 2.2 - We reserve the right to update or change these terms at any time. Your continued use of the website/service following any changes shall be deemed to be your acceptance of any changes.

  • 2.3 - By using our website/service, you fully accept the terms. If you do not accept these Terms and Conditions you must refrain from using our services/website.

  • 2.4 - You agree to not unlawfully use our website/services for any purpose that is prohibited by these Terms and Conditions.

  • 2.5 - We will not be liable to you for any reason if the Website is unavailable at any time or for any period.

  • 2.6 - We may change any part or all of the Website without notice to you.

  • 2.7 - We do not guarantee that the website will always be online.


  • 3.1 - The contract with EM 24-7 Maintenance Ltd is to provide the customer with a competent engineer that is capable, in our opinion, of fulfilling the service outlined by the customer during the booking.

  • 3.2 - Our duty is to send the customer's details to the engineer by either e-mail or by text. The message sent will generally include :
    - The customer's name;
    - Job address;
    - The cost for the first hour's labour;
    - The customer’s contact number and e-mail address;
    - A description of the issue that was outlined to us during the booking;
    - ETA.

  • 3.3 - It is the responsibility of the engineer to attend the job within the time provided by EM 24-7 Maintenance Ltd as per the ETA given at the time of the e-mail or text.

  • 3.4 - The engineer is only authorised to carry out a minimum of an hour's work. If the Contractor was to go over the first hour, this would have to be agreed seperately between the customer and the engineer.

  • 3.5 - The engineer is responsible for the work they provide and also for any damage caused by the engineer resulting from the work they carry out.


  • 4.1 - The customer must be at least 18 years of age in order to make a booking.

  • 4.2 - The deposit is paid whilst the customer makes the booking and is non-refundable subject to the provisions of clause 9.2.

  • 4.2.1 - The deposit paid to us will cover the call out fee only.

  • 4.3 - The cost of the labour will be calculated from the time that the Contractor arrives at the premises and is paid directly to the engineer.

  • 4.4 - To enable you to make payments over the phone, we will use a secure payment system by either using Square or PayPal.

  • 4.5 - The payment to the engineer for their first hour of labour should be paid directly upon end of their visit, unless agreed otherwise with said engineer.

  • 4.6 - The method of payment the customer can use to pay the engineer should be either cash, card, PayPal or bank transfer.

  • 4.7 - The engineer may, in certain circumstances agree to accept payment within 7 days of the service being provided and will give the customer an invoice, requesting payment by bank transfer, this is at the engineers discretion.

  • 4.8 - For details on our pricing, please visit our pricing page by clicking here.


  • 5.1 - During a booking, one of our staff members will answer the phone, they will ask for the relevant information to complete the booking, i.e job address, nature of problem and they will also explain our prices. Once the customer agrees to a booking, we will then take card details in order to process the payment of the deposit.

  • 5.2 - It is the responsibility of the customer to acknowledge the terms, however we will also send a text that with link to our terms and remind the customer what they have booked.


  • 6.1 - We will request engineers to attend at a the job address given by the customer within 2 hours of a booking being made and deposit received. In the event that an engineer is unable to agree with this time frame, they will provide the customer with notice of a revised ETA and a 30 minute allowance will be given.

  • 6.2 - If the engineer attends job address on time and the customer fails to allow entry for 1 hour, an invoice for 1 hours’ labour will apply and must be paid within 7 days.

  • 6.3 - If the customer is unable to attend the job address at the agreed appointment time, then they must let the engineer or us know immediately by either e-mail or by replying to the text message received from us advising of the ETA.

  • 6.4 - If the engineer arrives earlier than the appointment time and the customer is not at the premises, the engineer cannot charge for any waiting time. Once the appointment time has passed the Contractor can charge once the Client has failed to arrive at the premises for 1 hour.

  • 6.5 - If the job address no number or is difficult to find, an additional 10 minutes allowance will be given to enable the engineer to locate the address.

  • 6.6 - In the event that the premises are more than 500 meters from the address given then a reasonable time allowance will be applied depending on the circumstances of a particular booking.

  • 6.7 - If an incorrect address is given by the customer, then the customer may lose their may lose their call-out deposit fee and a further deposit may need to be paid subject to the engineer's descretion.

  • 6.8 - If an engineer fails to attend a booking by the appointment time, it is the customers responsibility to contact the engineer in question, and it is not our responsibility to check that the engineer has arrived.


  • 7.1 - All the engineers that we provide are not employed by EM 24-7 Maintenance Ltd, and are either employed by an alternative company or are self- employed.

  • 7.2 - The e-mail/text we send every engineer when they accept a job from us is: customer name, job address, contact information for the customer, the authorised cost of a minimum of one hours labour plus materials, ETA to the job address, and the term "by accepting this job, you acknowledge the customer above will be paying you at the end of the visit as explained in the terms.". 

  • 7.3 - Although we make every effort to ensure the engineers that we provide are legitimate, reputable and have the appropriate qualifications, membership to and/or approval of trade related bodies, organisations and associations and that the information we have is accurate, the information we collect is supplied to us by the engineers. We cannot be held responsible for any errors or inaccuracies in such information, for the suitability or quality of any services/goods supplied to customers through our service.

  • 7.4 - We accept no liability for any transactions which take place between you and the Contractor whose details we have provided.

  • 7.5 - The engineer is responsible for the first hour’s work that we agree to during the booking.

  • 7.6 - Any work booked outside the agreement of EM 24-7 Maintenance Ltd is between the customer and the engineer responsible or the company the engineer is employed by, not EM 24-7 Maintenance Ltd.

  • 7.7 - Any work carried out after the first hour of a call-out is classed as additional work which MUST be agreed between the engineer and the customer. 

  • 7.8 - We are only responsible to act upon details given by the job description during the first hour of the emergency.

  • 7.9 - All materials belong to and remain the property of the engineer until paid for in full.


  • 8.1 - We do not guarantee the attendance of an engineer within the time stated due to unforeseen circumstances that are out of our control.

  • 8.2 - Some fixtures and appliances require annual maintenance. If the engineer was to work on a job and deemed the work fair but annual maintenance had not been carried out, then the engineer may not be able to guarantee the work gets completed. 

  • 8.3 - If the work is carried out on a fixture that has not been maintained as stated in the manufacturer’s warranty, then the engineer may not be able to guarantee the work is completed.

  • 8.4 - If the appliance is new, then a minimum warranty may be given by the engineer, but this at his discretion an has nothing to do with us.

  • 8.5 - Any complaint concerning the service provided by the engineer should be addressed to the engineer directly and we cannot be held accountable for said complaint.

  • 8.6 - With any emergency that is causing damage to a property, the objective is to make safe and get further authorization from us or the engineer to do further work, but for the contract to go through us, the customer will have to gain direct authorization from us, not the engineer.


  • 9.1 - To cancel an emergency call out booking, the customer must send an e-mail to support@emergencymaintenance.co.uk or send a reply to one of the text messages received from us that confirmed the terms of the booking.

  • 9.2 - For same week bookings, a cancellation by a customer can be made up to 24 hours before the service has been booked for.

  • 9.3 - We are not obliged to refund any monies paid by a Client prior to a booking being cancelled under condition 9.1 or 9.2 above.

  • 9.4 - We can cancel a transaction or for a same week booking if deemed reasonable to do so and will fully refund the deposit taken.

  • 9.5 - Any refunds will be made using the same method that the customer paid the deposit with, unless an alternative method is agreed with the customer.

  • 9.6 - In circumstances where an engineer is en route to the job address when a cancellation is made, an inconvenience fee of £30.00 may be paid to the engineer from the deposit paid by the customer.

  • 9.7 - If the cancellation is made whilst the engineer is en route to the property, no refund will be given to the customer.


  • 10.1 - We are a IT marketing company that provides engineers with emergency work, and in turn provides customers with a competent engineer that is deemed capable of fulfilling the customers request. But we cannot guarantee that engineers will attend the job within the booking time due to unforeseen circumstances. We also do not provide compensation for the engineer failing to attend on time . The engineer is responsible for his own work from their arrival, to the completion of the work.


  • 11.1 - We prefer complaints to be dealt with between the customer and the engineer, but where a resolution cannot be reached, a complaint MUST be made in writing. This can be done via e-mail to support@emergencymaintenance.co.uk and must include the customer's transaction ID.

  • 11.2 - The complaint MUST be clear and readable.

  • 11.3 - Once a complaint is received, it will be forwarded to the engineer once we have been given consent. They will then be asked to respond within 7-14 days.

  • 11.4 - To consent to a complaint being forwarded to the contractor in question, we need permission from the customer in accordance to the our privacy policy. You can find a link to the privacy policy further down.

  • 11.5 - We will use all reasonable measures to assist the customer in resolving any dispute with the engineer and will provide such advice to the Client.

  • 11.6 - Please note that we are not responsible for any complaints made between the customer and the engineer in question.

  • 11.7 - Once a complaint is raised, we may hold your complaint for up to 48 months before deleting or disposing of.


  • 12.1 - As the customer has agreed to these terms, the customer is liable for any loss or damage caused by them to either us or the engineer, resulting from any material written and distributed or published on media, social media and review sites, regarding the service provided by either the engineer or us.

  • 12.2 - We advise that any negative content should be communicated to us of the contractor directly. If the negative content can’t be dealt with by verbal communication, the customer MUST communicate any negative reviews by using the complaint procedure and give a time frame of 7 days to reply. Where an investigation is on-going, the engineer has 7 days to reply to us regarding the complaint, and we have a further 7 days once the Contractor replies to respond to the Client.


  • 13.1 - Please visit the "Contact" link located in the footer of the website to contact us.


  • 14.1 - All content on https://emergencymaintenance.co.uk belong to EM 24-7 Maintenance Ltd and must not be used outside the website unless authorized by us in writing.


  • To view our Privacy Policy, please click here.