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TERMS and CONDITIONS

Please carefully review this document as it contains important information regarding our mutual agreement and the conditions of our drainage services.

Service Scope

If you do not own the property where the service is to be carried out, you must obtain consent from the owner before we begin.

Our standard service hours are 9:00 am – 5:00 pm, Monday to Friday, excluding public holidays, unless otherwise agreed.

The specific service (e.g., Drain Health Check, Maintenance Pack delivery, Diagnostics & Hotline Support) will be agreed with you in advance.

Service Delivery

Drain Health Checks are performed by trained drainage specialists. At times, we may appoint a suitably qualified contractor on our behalf.

After the Drain Health Checks, you will receive a Drain Health Report summarising the condition of your drainage system.

Ongoing maintenance packs (such as enzyme tablets or filters) will be delivered as agreed, along with usage instructions.

Repairs and Warranty

If a drainage fault arises within 12 months of our health check and is directly connected to the system parts we inspected or serviced, we will  correct it at no extra cost.

Defects caused by general wear and tear, design faults in your system, or issues outside the inspected scope are not covered.

Where additional work is required (e.g., upgrades to meet new standards or unconnected system faults), we will provide a quotation before proceeding.

Pricing and Payment

The quoted price includes labour and parts needed for the agreed inspection and any issues identified during that service.

The quoted price does not include:

Repairs or replacements arising from system design faults.

Upgrades or modifications required to meet current standards.

Work outside the agreed scope.

Should you request additional work, a separate quotation will be provided in advance.

We are not liable for misuse or failure to follow guidance.

We are not responsible for blockages or damage caused by misuse of drains (e.g., disposal of fats, wipes, or other unsuitable materials).

Legal Rights

These terms do not affect your statutory rights. For advice regarding your legal rights, you can contact your local Trading Standards Office or the Citizens Advice Bureau.

 

HOW WE USE YOUR DATA

We may share your personal information as the law permits or requires, including with government law enforcement upon their request, by court order, to protect our legal rights, ensure our systems' functionality, or safeguard our clients and ourselves.

We may use third-party service providers or suppliers to help deliver our services (e.g., call centres). If a third party directly collects information from you, such as through a survey, we will inform you and ensure any information you provide is voluntary.

 

By using our services, you agree to the electronic collection and potential sharing of your data, which may include sensitive information, with your consent or as legally required. This data may be shared with us and possibly third parties as outlined.

You have the right to correct any inaccuracies in the information we hold about you and to request a copy of your data.

Please inform us of any changes to your details to ensure our records are accurate. We are not responsible for issues arising from incorrect information you provide. For more information on data protection, visit the Information Commissioner's Office website at www.ico.org.uk.

We may update these Terms from time to time. We will give you at least 14 days’ advance notice before any change takes effect. If a change materially disadvantages you, you may cancel the contract without charge before the change takes effect, and we will refund any fees paid in advance for services not yet provided.. Any changes will be communicated to the address we have on file for you, with an attempt to notify you in advance where possible.

For any questions or concerns, contact us in writing:

50 Fort Fareham Road, Fareham, Hampshire, England, PO14 1DH

 

We follow strict security measures in handling and storing your information to prevent unauthorised access, in line with the Data Protection Act 2018. We are not liable for security breaches unless they result from our negligence.

We are committed to maintaining the privacy and integrity of your personal information.

You can request that the company stop contacting you, leading to the closure of your account and deletion of your information from our systems. For more information, please refer to our Privacy Policy.

COMPLAINTS PROCEDURE

We strive to provide excellent customer service.

To file a complaint, please do so promptly to ensure a swift and fair resolution. We take all complaints seriously and use them to improve our services. All complaints are kept confidential.

Complaints can be mailed to our address. Please provide contact details  in order for us to update you on the outcome.

We aim to acknowledge complaints within five working days and resolve them within 28 working days, although complex cases may take longer.

REFUND POLICY

You have a statutory right to cancel within 14 days, which we extend to 21 days as a goodwill gesture, to cancel your service agreement without penalty. Cancelling after this period may incur a £50 fee. Once our comprehensive services have been provided, refunds are not typically available except under specific conditions.

CANCELLATION POLICY

You may cancel this agreement within 18 days of receiving our information, including these terms, for a full refund. If significant resources have been used in providing you services or processing your application, a fee may be charged. Refunds are processed within 5-10 business days.

Our Vulnerable Adult Policy ensures refunds and protective measures for vulnerable adults incorrectly enrolled in our services, emphasising ethical sales practices and continuous staff training. We adhere to industry standards and are responsive to guidance from consumer organisations, ensuring the protection of Vulnerable Adults.