Last updated: 10/10/2026

 

These Terms and Conditions apply whenever you use our website, contact us, request a quote or book any of our drainage services. By doing any of these, you agree to be bound by these terms, so please read them carefully. If you do not agree with them, please do not use our website or services.

 

1. Who we are

Our website and services are provided by [Business name], a drainage company based in Banstead, Surrey.

 

• Website: [Website]

• Email: [Email]

• Telephone: [Phone]

• Address: [Address]

 

2. The services we provide

We offer a range of domestic and commercial drainage services, including:

 

• clearing blocked drains;

• clearing blocked toilets;

• high pressure water jetting;

• CCTV drainage surveys;

• tanker services;

• emergency call outs;

• commercial drainage work.

 

The exact work we will carry out for you, and what is included, will be set out in your quote, booking confirmation or written agreement. We may change the services we offer from time to time, and we may use trusted subcontractors to help us deliver some parts of the work, although we remain responsible for the work we agree to carry out for you.

 

3. Quotes and bookings

Unless a quote states otherwise, it remains valid for 30 days from the date we issue it. A quote is based on the information available to us at the time, and may need to change if the work turns out to be different once we are on site.

 

A contract between us is formed when you accept our quote in writing, sign an agreement with us, make a payment or confirm by email or message that you want us to go ahead. We may decline any job at our discretion.

 

If, once work has started, we find that extra work is needed that was not included in the original quote, we will explain what is required and the likely cost before carrying it out, unless the extra work is urgently needed to prevent damage or a risk to health and safety. Any additional work you approve will be charged on top of the original quote.

 

4. Prices and payment

• All prices are in pounds sterling (GBP) and, unless stated otherwise, exclude VAT.

• Invoices must be paid within 14 days of the invoice date unless we have agreed something different in writing.

• We may ask for full or part payment before work begins.

• Regular or ongoing services are invoiced monthly in advance unless agreed otherwise.

• Any third-party costs you have approved, such as hire charges, disposal fees or authority fees, are payable by you.

 

If payment is late, we may pause or stop work, hold back reports or other deliverables, charge interest and reasonable debt recovery costs as permitted by law, or end our agreement with you.

 

5. Your responsibilities

To help us do the job properly, you agree to:

 

• give us accurate and complete information about the property and the problem;

• provide safe and reasonable access to the property, drains, manholes and inspection chambers;

• respond to our questions and give approvals promptly;

• make sure you have the right to share any information, photos or documents you send us;

• comply with any laws that apply to you.

 

We are not responsible for delays, extra costs or problems caused by inaccurate information, lack of access or late approvals.

 

If we arrive at an agreed appointment and cannot get access, or the work cannot go ahead because of something within your control, we may charge for the visit and for any time already spent. Please let us know as early as possible if you need to rearrange.

 

6. Information, reports and approvals

Before approving any quote, report or recommendation, please review it carefully. You can approve work by email, text message, phone call, signed document or verbal instruction, and we are entitled to rely on that approval. We are not liable for problems that arise because information you gave us was inaccurate or because work was approved without being properly reviewed.

 

Our reports and recommendations are based on what we can see and access at the time of our visit, including CCTV footage, the condition of accessible pipework and the information you provide. Drainage conditions can change after we leave, so a report reflects the position on the day it was prepared. If you have any questions about a report or quote, please ask us before you approve the work so that we can explain our findings and the options available to you.

 

7. Permissions and third parties

You are responsible for obtaining any permissions needed for the work, including consent from landlords, neighbours, managing agents or other property owners, and for paying any fees charged by third parties or authorities. You must also tell us accurately who owns or is responsible for the drains and property concerned. We are not responsible for delays or decisions made by water companies, councils, insurers or other third parties.

 

Some drains and sewers are the responsibility of a water company or another property owner rather than you. Where we believe this is the case, we will let you know, but the final decision on responsibility rests with the relevant third party. If a third party, such as an insurer or water company, asks for information about work we have carried out, we will only provide it with your agreement or where the law requires it.

 

8. How we carry out our work

We will carry out our services with reasonable care and skill. However, drainage systems can be complex and conditions underground are not always visible, so we cannot guarantee:

 

• that every fault will be found during an inspection or survey;

• that a blockage will not return in future;

• that further faults will not develop later;

• that hidden or pre-existing defects will be identified;

• the quality of repairs carried out by anyone else;

• that work will never be interrupted or delayed.

 

Any timescales, estimates or predictions we give are for guidance only unless we confirm them in writing.

 

We will take reasonable care to protect your property while we work. Some drainage work naturally involves lifting covers, running hoses and equipment through the property and, where necessary, disturbing surrounding surfaces to reach a drain. Unless we have agreed otherwise in writing, reinstating decorative surfaces, landscaping or finishes after essential access work is not included in our price. We will always try to discuss this with you before any work of this kind begins.

 

9. Cancelling and ending services

For ongoing or regular services, either of us may end the arrangement by giving the notice set out in your agreement. Where no notice period is agreed, monthly services can be ended with 30 days' written notice.

 

We may end our services straight away if you do not pay on time or if you seriously breach these terms. When services end, you must pay for all work completed and any invoices outstanding, and we may hold back reports or files until payment has been received.

 

10. Refunds

Charges for work already carried out, including call outs, inspections, surveys, repairs and reports, are generally non-refundable. We consider any refund request on a case by case basis, and any refund may be reduced to reflect work already done. A blockage returning does not, on its own, entitle you to a refund. None of this affects your legal rights.

 

11. Your rights as a consumer

If you are a consumer, you may have additional legal rights, including the right to cancel certain contracts within a set period. If you ask us to start work during that cancellation period, you may have to pay for the work we have already carried out.

 

12. Our liability to you

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited or excluded by law.

 

Subject to this, we are not liable for:

 

• loss of profit, income, business or goodwill;

• indirect or consequential losses;

• damage caused by defects that existed before we started work;

• problems caused by third parties or by circumstances outside our control.

 

Unless we agree otherwise in writing, our total liability to you is limited to the fees you have paid for the services concerned. This does not affect your statutory rights as a consumer.

 

If you believe something has gone wrong with our work, please tell us as soon as possible and give us a reasonable opportunity to inspect the problem and put it right before you ask anyone else to carry out further work. We may not be responsible for issues caused or made worse by other contractors working on the same drains after us.

 

13. Events outside our control

We will not be responsible for delays or failures caused by events beyond our reasonable control, such as severe weather, flooding, strikes, utility failures, shortages of supplies or equipment, or delays caused by third parties.

 

14. Confidentiality

Each of us will keep confidential any non-public information received from the other. This does not apply where information needs to be shared to carry out the work, where the other party has agreed, where it is shared with professional advisers, or where the law requires it.

 

15. Personal information

We handle personal information in line with UK data protection law and our Privacy Policy, which explains how we use information collected through our website and services. Where needed, we may put a separate data processing agreement in place. If you give us personal information about other people, you must make sure you are allowed to do so.

 

16. Intellectual property

All content on our website, including text, images, logos and branding, together with our working methods, templates and report formats, belongs to us or our licensors. You may use the final reports we provide for your own purposes, but you must not change, copy for sale or resell them.

 

We may keep records of the work we carry out and use examples of completed jobs in our marketing. We will not publish your personal details or the address of your property without your permission.

 

17. Using our website

You must use our website lawfully and must not:

 

• try to gain unauthorised access to the website or its systems;

• introduce viruses, malware or other harmful code;

• copy or scrape content using automated tools;

• send spam or unsolicited messages through our forms.

 

We may suspend or block access to our website if these rules are broken.

 

You are responsible for making sure that any information you submit through our website is accurate and does not contain anything unlawful, offensive or harmful.

 

18. Information on our website

The content on our website is provided as general information only and is not professional, legal or financial advice. While we try to keep it accurate and up to date, we cannot guarantee that it always will be, or that the website will always be available. We may change the content at any time.

 

19. Links to other websites

Any links to other websites are provided for your convenience. We have no control over those websites and are not responsible for their content, so you use them at your own risk.

 

20. Changes to these terms

We may update these Terms and Conditions from time to time. The current version will always be published on this page, with the date it was last updated. If you continue to use our website or services after a change, you accept the updated terms. Major changes will not normally apply to existing agreements unless we both agree.

 

21. Law and jurisdiction

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute. If you are a consumer, you may also be entitled to bring proceedings in the part of the UK where you live.

 

22. Contact us

If you have any questions about these Terms and Conditions, please get in touch:

 

• [Business name]

• Website: [Website]

• Email: [Email]

• Telephone: [Phone]

• Address: [Address]