Terms & Customer Information
Last updated: 14 September 2026
These terms explain how Borders 24/7 Emergency Plumbing & Electrical provides emergency plumbing, drainage and electrical services, how charges are agreed and what happens when you book an engineer.
1. Who we are
Borders 24/7 Emergency Plumbing & Electrical is the trading name used by Scott Patterson
Trading name: Borders 24/7 Emergency Plumbing & Electrical
Telephone: 07534 092026
Email: bordersplumbingelectrical@gmail.com
Borders 24/7 provides emergency plumbing, drainage and electrical services across the Scottish Borders.
We use our own engineers and may also use trusted subcontractors where additional coverage is required. Borders 24/7 remains your point of contact for bookings, payments, queries and issues relating to the service arranged through us.
2. Booking a service
When you contact us, we will ask for information about the problem, your location and any other details reasonably required to arrange an engineer.
Before accepting the booking, we will explain the applicable call-out charge, labour rate and how materials or other charges will be calculated.
A booking is accepted once you agree to those charges and we agree to arrange attendance.
Please provide accurate information about the fault and any circumstances that may affect the work.
3. Emergency call-outs
Our services are intended for urgent plumbing, drainage and electrical problems.
Response times depend on engineer location, availability, traffic, weather, access and the nature of other emergency work being handled at the time.
Any estimated arrival time is an estimate unless we expressly agree otherwise.
Borders 24/7 is not a replacement for the emergency services. Where there is immediate danger to life or property, contact the appropriate emergency service.
4. Call-out charges
The call-out charge quoted to you when booking covers arranging, dispatching and attending the engineer.
If an engineer attends the property, the agreed call-out charge is payable even if:
- the fault has resolved before arrival;
- you have repaired the problem yourself but did not cancel the booking;
- you decide not to proceed with repair work after the engineer arrives; or
- no repair is ultimately required.
Where an engineer attends but does not begin diagnosing or working on the fault, only the agreed call-out charge and any other charges expressly; such as the first hour; agreed with you will normally be payable.
5. Labour charges
Where an engineer attends and carries out investigation, diagnosis, fault-finding, testing, inspection, repair, clearance, isolation, resetting, adjustment or any other work relating to the reported problem, this is treated as chargeable labour.
Labour is charged at the rate and on the charging basis explained to you when you book.
Unless a different charging basis is expressly agreed, labour is charged per commenced hour. The first commenced hour becomes chargeable once the engineer begins investigating, diagnosing, testing or otherwise working on the reported problem.
Labour and investigation charges remain payable even where the investigation determines that:
- no fault exists at the property;
- the problem originates from another property, shared service, utility supply or third party;
- no repair can or needs to be carried out by Borders 24/7; or
- further work must be carried out by another person or organisation.
The charge reflects the engineer’s attendance, time, skill, experience, investigation and fault-finding and does not depend on whether the eventual solution requires replacement parts or a lengthy physical repair.
If the source of the problem is found to be at another property, any work carried out at that other property will be treated as a separate job unless otherwise agreed.
Borders 24/7 may, at its discretion, reduce a labour charge where we consider it appropriate. Any discretionary reduction does not change the charging basis agreed for the booking or for future work.
6. Materials and parts
Materials and parts are charged in addition to call-out and labour charges unless we tell you otherwise.
Where the exact material cost cannot reasonably be known before attendance, the engineer will identify what is required after inspecting the problem.
Where significant additional costs arise, we will explain them and obtain your agreement before proceeding wherever reasonably practicable.
7. Quotes and information given before attendance
Any price given before an engineer inspects the problem is based on the information available to us at that time.
If the actual problem is materially different from the description provided, additional work or materials may be required.
We will not knowingly carry out additional chargeable work without explaining the additional cost or charging basis and obtaining your agreement first.
Current CMA guidance requires unavoidable charges to be communicated clearly and, where the total cannot be calculated in advance, customers should be given enough information to understand how the final charge will be calculated.
8. Cancelling a call-out
Important: cancelling a booking does not automatically mean there will be no charge. If you cancel after an engineer has been dispatched or after we have committed significant time or costs to your booking, the agreed call-out charge may still be payable.
If you need to cancel, please contact Borders 24/7 as soon as possible.
Where you cancel within a reasonable time after booking and before we have incurred significant costs in arranging or sending an engineer to you, no cancellation charge will normally apply.
Once an engineer has been dispatched or has begun travelling to your property, the agreed call-out charge will normally become payable if you cancel, even if the engineer has not yet arrived.
This reflects the engineer time, travel, fuel, lost availability and other costs already committed to your booking.
If the engineer attends because the booking was not cancelled in sufficient time, the agreed call-out charge will normally be payable even if:
- the fault has already been resolved;
- you have fixed the problem yourself;
- you no longer require the engineer; or
- no repair or other work is ultimately required.
Borders 24/7 may reduce or waive the charge where we consider it reasonable to do so.
Any cancellation charge will not exceed the agreed call-out charge and will reflect the time, travel or other costs reasonably incurred because of the booking.
This policy does not affect any statutory rights you may have.
9. Additional work
An engineer may identify other faults or recommended work while attending the property.
We will not automatically treat unrelated additional work as part of the original emergency booking.
Where additional work is offered, we will explain what is proposed and any additional charges before carrying it out.
You are free to decline additional work.
10. Access to the property
You must provide reasonable and safe access to the property and to the equipment, pipework, drainage or electrical installation requiring attention.
You should tell us before attendance about any known hazards, access restrictions or other circumstances that may affect the engineer.
If reasonable access cannot be provided after an engineer attends, the call-out charge may still be payable.
11. Engineers and subcontractors
Borders 24/7 may fulfil bookings using employees, engineers working directly with us or suitably appointed subcontractors.
Using a subcontractor does not change your agreed booking with Borders 24/7.
Borders 24/7 remains your main point of contact for payment, questions or complaints relating to work arranged through us.
12. Payment
Unless another arrangement is agreed in advance, payment is due when the visit and agreed work are completed.
We will tell you the payment methods available.
Where payment is made by card, payment will be processed using the payment provider used by Borders 24/7 at the time.
You should raise any question about the amount charged before making payment so that we can explain the invoice.
We may provide a receipt or invoice showing the charges applied to the job.
That gives the customer a clear record and makes the process feel more professional.
13. Problems with the work
Services supplied to consumers must be carried out with reasonable care and skill. Your statutory rights are not affected by these terms.
If you believe there is a problem with work carried out through Borders 24/7, contact us as soon as reasonably possible and give us an opportunity to investigate.
Where required by consumer law, appropriate remedies may include repeat performance or a reduction in price.
Damage or faults unrelated to the work we carried out, pre-existing defects or problems caused after our attendance by another person are not automatically our responsibility.
14. Parts and manufacturer warranties
Where parts or equipment supplied carry a manufacturer’s warranty, the applicable manufacturer’s terms may also apply.
A manufacturer’s warranty does not replace any statutory rights you have against us.
15. Complaints
If you are unhappy with the service, please contact Borders 24/7 first so that we can investigate.
Telephone: 07534 092026
Email: bordersplumbingelectrical@gmail.com
Please provide your name, service address, date of attendance and details of the issue.
We will acknowledge complaints and aim to respond within a reasonable time.
16. Liability
Nothing in these terms excludes or restricts any liability that cannot lawfully be excluded or restricted.
Nothing in these terms limits your statutory consumer rights.
We are not responsible for faults, deterioration or damage that existed before our work began and which were not caused by us.
We are also not responsible for subsequent damage caused by misuse, failure to follow reasonable advice, work carried out by another person or a new and unrelated fault.
17. Your statutory rights
These terms are intended to explain our commercial arrangements and do not replace or restrict rights provided to you by law.
Consumer services must generally be performed with reasonable care and skill, within a reasonable time where no time has been agreed, and for a reasonable charge where no price has been agreed.
If any provision of these terms conflicts with a statutory consumer right, the statutory right takes priority.
18. Changes to these terms
We may update these terms where our services, charging arrangements or legal obligations change.
The terms applicable to a booking will be those communicated or made available to you when that booking is made.