Terms & Conditions
Last updated: 14 August 2026
These Terms & Conditions (“Terms”) apply to services supplied by DMH Services (South West) Ltd (“DMH Services”, “we”, “us” or “our”).
By accepting a quotation, proposal or order from us, you (“the Customer”, “you” or “your”) agree to these Terms together with the specific quotation, scope of works and any other documents expressly incorporated into the contract.
Where the Customer is a consumer, nothing in these Terms is intended to limit or exclude any statutory rights or protections that cannot legally be excluded.
1. Our Services
DMH Services provides a range of building services and energy solutions, including:
Plumbing and heating
Air source heat pumps
Solar PV systems
Battery storage
Air conditioning
Mechanical ventilation with heat recovery (MVHR)
Associated installation, maintenance, repair and commissioning services
The exact services to be provided will be set out in the quotation, proposal or scope of works provided to the Customer.
2. Quotations and Estimates
Unless expressly stated otherwise, quotations are valid for the period stated on the quotation.
A quotation is based on the information available to us at the time it is prepared and on the assumptions stated within the quotation.
Unless specifically included, quotations do not include additional work arising from unforeseen conditions, concealed defects, inadequate existing infrastructure, asbestos, structural issues, alterations required by third parties or changes requested by the Customer.
Where additional work becomes necessary, we will explain the reason and, where reasonably practicable, obtain the Customer's approval before carrying out chargeable additional work.
An estimate is not a fixed price unless expressly stated to be a fixed price.
3. Contract Formation
A contract is formed when the Customer accepts our quotation or proposal in writing, electronically, verbally where appropriate, or otherwise confirms that they wish us to proceed and we have accepted that instruction.
The contract consists of these Terms together with the accepted quotation, scope of works and any other documents expressly agreed between the parties.
Any variation to the agreed works should be confirmed in writing wherever reasonably practicable.
4. Prices and VAT
Prices will be stated in the quotation.
Unless expressly stated otherwise, prices are exclusive of VAT where VAT is applicable.
Where additional work is requested by the Customer or becomes necessary due to circumstances that could not reasonably have been identified before work commenced, additional charges may apply.
Any agreed additional charges will be communicated to the Customer before the additional work is undertaken where reasonably practicable.
5. Payment
Payment terms will be stated on the quotation or invoice.
Where a deposit or staged payment is required, the relevant amounts and due dates will be stated in the quotation.
Invoices are due for payment by the date stated on the invoice.
We reserve the right, where reasonably appropriate, to suspend further work where an undisputed invoice remains overdue.
We will not exercise any contractual right to suspend or terminate services in a way that removes or restricts rights that a Customer has under applicable law.
6. Customer Responsibilities
The Customer agrees to:
Provide accurate information relevant to the proposed works
Provide reasonable access to the property or site
Ensure that we are informed of any known hazards or unusual site conditions
Obtain any permissions, consents or approvals that are the Customer's responsibility
Ensure that any areas in which work is to be carried out are reasonably accessible and free from unnecessary obstruction
Provide suitable access to electricity, water or other utilities where required and agreed as part of the works
The Customer may be responsible for additional costs arising from inaccurate information, restricted access, hidden conditions or delays outside our reasonable control.
7. Site Conditions and Existing Systems
Our quotation will normally be based on visible and reasonably accessible conditions at the time of quotation or survey.
We are not responsible for defects in existing equipment, wiring, plumbing, heating systems, ventilation systems, structures or other parts of the property that were not reasonably apparent before work began.
Where existing installations are found to be unsafe, unsuitable or non-compliant, we may recommend remedial work before or as part of the proposed installation.
Where work is dependent on an existing system or component operating correctly, we cannot guarantee the performance of that system unless we have specifically agreed to replace or rectify it.
8. Installation and Workmanship
We will carry out the agreed services with reasonable care and skill and in accordance with applicable legal requirements and relevant industry standards.
The exact equipment, products and materials to be installed will be identified in the quotation where applicable.
Where a particular make or model becomes unavailable, we may propose a suitable alternative of equivalent or comparable specification, subject to agreement where this materially affects the agreed specification or price.
9. Project Timescales
Any completion date or timescale provided by us will be an estimate unless expressly agreed as a fixed contractual date.
Timescales may be affected by circumstances outside our reasonable control, including supplier delays, adverse weather, access issues, unforeseen site conditions, third-party delays, utility connections, planning or building control requirements and Customer-requested changes.
We will endeavour to keep the Customer informed of material delays.
10. Electrical, Grid and Third-Party Approvals
Certain installations, particularly renewable energy and electrical systems, may require approval, notification, inspection or connection by a third party.
Examples may include electricity network operators, building control, planning authorities, certification bodies or other relevant organisations.
Where agreed, DMH Services may assist with relevant applications or notifications. However, we cannot guarantee the outcome or timescale of a third-party approval or connection.
Where the Customer is responsible for providing information or approvals, delays caused by the Customer may affect the project timescale.
11. Solar PV, Battery Storage and Heat Pump Performance
The performance of renewable energy and heating systems depends on a range of factors outside our control, including property characteristics, weather conditions, occupancy, energy consumption, system settings, tariffs, shading, grid conditions and the performance of associated equipment.
Any projected energy savings, generation figures, running costs or financial benefits provided during the sales or quotation process are estimates and are not guarantees unless expressly stated otherwise in writing.
For heat pump systems, actual efficiency and running costs can vary according to factors including weather, building fabric, design temperatures, controls, occupancy and energy usage.
For solar PV and battery systems, actual generation, storage and financial savings will vary according to system size, orientation, shading, weather, consumption and tariff arrangements.
12. Customer Changes and Variations
Changes requested by the Customer after acceptance of the quotation may result in additional costs or changes to the project timetable.
Where a proposed variation materially changes the scope, specification or price, we will seek the Customer's agreement before proceeding.
13. Cancellation and Cooling-Off Rights
Where the Customer is a consumer and the contract is entered into at a distance or away from our business premises, statutory cancellation rights may apply.
Where applicable, the Customer will be provided with the legally required cancellation information and cancellation procedure.
Where a Customer asks us to begin work during any applicable cancellation period, we may require the Customer to provide an express request for work to begin before the end of that period.
Where the law permits a service to begin during the cancellation period and the Customer subsequently cancels, the Customer may be responsible for the proportion of the service already supplied, subject to applicable law.
Nothing in these Terms affects a consumer's statutory cancellation rights.
14. Cancellation by the Customer
Where the Customer wishes to cancel a project, they should notify us as soon as reasonably practicable in writing.
Where the Customer cancels after the contract has been formed, any rights to a refund, payment or cancellation charge will depend on the circumstances, the agreed contract and applicable law.
We will not impose cancellation charges that are unfair or disproportionate.
Where goods have already been specially ordered or work has already been carried out, reasonable costs may apply where legally permitted.
15. Cancellation or Suspension by DMH Services
We may suspend or terminate a contract where:
The Customer fails to make an undisputed payment when due
The Customer materially breaches the contract and does not remedy the breach within a reasonable period after being notified
The site becomes unsafe or unsuitable for the agreed works
Circumstances outside our reasonable control make completion impossible or impractical
Where we cancel a contract for reasons not caused by the Customer, we will provide any refund that is required by the contract or applicable law.
16. Defects and Complaints
If you believe that work or materials supplied by us are defective or do not comply with the agreed contract, please notify us as soon as reasonably practicable.
We will investigate the issue and, where appropriate, arrange a reasonable opportunity to inspect the work.
Where we are responsible for a defect or breach, we will work with the Customer to put matters right in accordance with applicable law.
Nothing in these Terms limits statutory rights available to consumers.
17. Manufacturer Warranties
Where products installed by us are covered by a manufacturer's warranty, the manufacturer's warranty will apply in accordance with its terms.
We may assist the Customer in contacting the manufacturer where reasonably practicable, but we are not responsible for terms, exclusions, claim decisions or performance of a manufacturer's warranty.
Our own workmanship obligations remain separate from any manufacturer's product warranty.
18. Damage and Access
We will take reasonable care when carrying out work at the property.
The Customer acknowledges that some installation work may require reasonable access, drilling, cutting, lifting or other building work.
We will endeavour to minimise disruption and leave the work area reasonably clean and tidy on completion.
Where making good, decorating, plastering, painting, flooring or other finishing work is not included in the quotation, it will remain the Customer's responsibility unless otherwise agreed.
19. Property Damage and Pre-Existing Conditions
We are not responsible for damage caused by pre-existing defects, poor construction, concealed conditions or materials that fail independently of our workmanship.
Where damage occurs as a direct result of our negligence or failure to take reasonable care, our liability will be dealt with in accordance with applicable law.
20. Liability
Nothing in these Terms excludes or limits liability where it would be unlawful to do so.
Nothing in these Terms limits liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited.
Subject to the above, our liability will be limited to the extent permitted by applicable law.
We will not be responsible for losses caused solely by circumstances outside our reasonable control or by inaccurate information supplied by the Customer.
Nothing in these Terms affects a consumer's statutory rights.
21. Events Outside Our Reasonable Control
We will not be responsible for delay or failure to perform caused by circumstances beyond our reasonable control.
Such circumstances may include severe weather, flooding, fire, supply shortages, industrial disputes, transport disruption, utility failures, government restrictions, network delays, unforeseen site conditions or other events that could not reasonably have been prevented.
Where such circumstances occur, we will take reasonable steps to reduce the impact and resume work as soon as reasonably practicable.
22. Data Protection
We process personal information in accordance with our Privacy Policy and applicable UK data protection legislation.
Our Privacy Policy is available on our website.
23. Photographs and Completed Work
Where we wish to use photographs of completed installations for marketing, website or portfolio purposes, we will only do so where appropriate permissions have been obtained.
We will take reasonable steps to avoid publishing personal information or identifying details without permission.
24. Subcontractors and Suppliers
We may use suitably qualified subcontractors, specialists or suppliers to assist in delivering the services.
We remain responsible for the services we have agreed to provide, subject to these Terms and applicable law.
25. Complaints and Dispute Resolution
If you have a complaint, please contact us first so that we have the opportunity to investigate and resolve it.
We will aim to respond within a reasonable period and work with you to reach a fair resolution.
Nothing in this section prevents a consumer from exercising any statutory rights or pursuing any remedy available under applicable law.
26. Governing Law and Jurisdiction
These Terms are governed by the laws of England and Wales.
Where the Customer is a consumer, nothing in this clause removes any rights the Customer may have to bring proceedings in another court where permitted by applicable law.
27. Changes to These Terms
We may update these website Terms & Conditions from time to time.
The Terms applicable to a particular contract will be the version agreed at the time the contract was entered into, unless a change is expressly agreed between the parties.
28. Contact Details
DMH Services (South West) Ltd
Registered office: 33 Mary Seacole Road, Plymouth, England, PL1 3JY
Email: info@dmhservicessw.co.uk
Telephone: 07891591734
Company number:09667352