Terms & Conditions

These terms explain how Emergency Angel handles requests, bookings, engineer attendance, payment and follow-up for one-off emergency and trade services.

Please read these terms before requesting a service. Your statutory consumer rights are not affected.

Services

Emergency Angel provides and arranges one-off emergency plumbing, heating, electrical, locksmith, tyre, breakdown and other trade services shown on this website.

All services are subject to engineer availability, location, the nature of the fault, safe access, parts availability and any legal or technical requirements that apply to the work.

If there is an immediate risk to life, serious injury, fire, gas escape, flooding or another emergency requiring public emergency services or a utility emergency provider, you should contact the appropriate emergency service first.

Booking and engineer allocation

A request submitted through the website, by phone, by email or by any other channel is not guaranteed until we confirm that the booking has been accepted.

Emergency Angel may allocate an independent engineer, tradesperson or subcontractor to attend your job. The allocated person may contact you directly about arrival, access, safety, diagnosis or any practical details needed to carry out the work.

Arrival times are estimates only. They may be affected by traffic, weather, engineer availability, previous jobs taking longer than expected, parts availability, local conditions or emergency situations.

Prices and payment

The price shown or confirmed for your booking may include a call-out charge, labour charge, diagnostic attendance charge or an advance payment before an engineer is allocated or dispatched.

Parts, materials, parking, congestion charges, tolls, waste disposal, specialist equipment and additional labour may cost extra unless they are expressly included in the confirmed booking price.

Where reasonably possible, the engineer or Emergency Angel will explain additional work and additional charges before that work proceeds. In urgent situations, temporary safety work may be needed before a full repair or final quotation can be confirmed.

Payment terms, accepted payment methods and invoice details will be shown or confirmed at the time of booking, in your job confirmation or on your invoice. The website may record invoices and payment status but does not itself store full payment-card details.

First-hour labour

Unless we clearly state otherwise at the time of booking, the quoted call-out or labour price includes attendance and the first 1 hour of labour.

Parts and materials are not included in the first-hour labour allowance unless expressly confirmed. Work beyond the included time may be charged separately at the rate confirmed before or during the job where reasonably possible.

If the fault cannot be completed within the included time, if specialist parts are needed, or if further investigation is required, we or the attending engineer will explain the next steps and any additional charges where reasonably possible.

Cancellations and refunds

If you cancel before an engineer has been allocated or dispatched, we will review the booking status and any payment already made. Where no chargeable work or dispatch cost has been incurred, a refund may be issued using the original payment method where available.

Charges may apply once an engineer has been allocated, dispatched, travelled to the address, attended, diagnosed the issue, sourced parts or started work.

No refund may be due where you provide incorrect contact or address information, are unavailable when the engineer arrives, refuse reasonable access, cancel after dispatch, or the issue is outside the agreed service scope after attendance has begun.

If we cannot confirm or fulfil a requested booking due to engineer availability, location or other service constraints, we will explain this and process any refund due for payments made for that unavailable booking.

Refund timings may depend on your payment provider or bank. Your statutory rights are not affected, including any rights you may have where a service is not provided with reasonable care and skill.

Customer responsibilities

You must provide accurate contact details, address or location details, service type, fault description and any other information reasonably needed to assess and attend the job.

You must provide safe and reasonable access to the property, appliance, system, lock, vehicle or work area. You must ensure that a responsible adult is available where required.

You must tell us and the attending engineer about known hazards, access restrictions, parking restrictions, vulnerable occupants, pets, unsafe structures, asbestos, electrical risks, gas concerns, water damage, contamination or any other condition that may affect safety or attendance.

Parts and additional work

Parts and materials are subject to availability. Some jobs may require parts to be ordered, collected or fitted during a later visit.

Where a permanent repair cannot be completed immediately, a temporary repair or make-safe visit may be offered where appropriate and safe. Temporary repairs may not resolve the underlying fault permanently.

Additional work outside the original booking may require a new quotation, additional payment or a separate appointment. We are not obliged to carry out extra work unless it has been agreed and can be completed safely and lawfully.

Workmanship and warranties

Any workmanship guarantee applies only where it is expressly stated in writing in your booking confirmation, job record, invoice or other written confirmation from Emergency Angel or the attending engineer.

Manufacturer warranties may apply to parts where available and where the manufacturer terms are met. We do not control manufacturer warranty decisions.

Any guarantee or warranty will not apply to damage or faults caused by misuse, neglect, unrelated faults, third-party work, customer-supplied parts, failure to follow advice, lack of maintenance, further damage after attendance, or systems that are unsafe, obsolete, inaccessible or beyond practical repair.

Liability

We will provide services with reasonable care and skill and will not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory consumer rights.

We are not responsible for losses that are not reasonably foreseeable, for delays caused by events outside our reasonable control, or for faults, damage or costs caused by inaccurate information, unsafe access, pre-existing defects, hidden conditions, third-party work, customer-supplied parts or failure to follow reasonable advice.

Nothing in these terms limits any rights or remedies you have under applicable consumer protection law.

Complaints

If you are unhappy with a booking, attendance, invoice or completed work, please contact Emergency Angel as soon as possible and provide your name, contact details, job reference if available, the service address or location, and a clear description of the issue.

Email: info@emergencyangel.co.uk
Phone: 07356023888
Address: Room 18 Delta House
Carmondean Centre
Livingston
Scotland
EH54 8PT

We will review your complaint and may ask for photographs, invoices, engineer notes or further details so that we can investigate properly.

Privacy

We collect and use personal information to handle enquiries, bookings, engineer allocation, customer communication, invoices, complaints and related administration.

Please read our Privacy Policy for more information about how we collect, use and protect personal information.

Governing law

These terms are governed by the laws of Scotland. The Scottish courts will have jurisdiction, subject to any mandatory consumer rights that allow you to bring proceedings in another part of the United Kingdom where applicable.

If any part of these terms is found to be invalid or unenforceable, the remaining terms will continue to apply as far as legally permitted.

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