Terms & Conditions
Drainage and Plumbing Services
These terms and conditions apply to all on-demand (non-insurance) drainage and plumbing services provided by Total Drains Limited. Please review this document carefully as it outlines the terms and conditions under which we will engage with each other.
1. Agreement Terms
This document contains all the terms of the agreement between us, including details about the services and any goods or materials we will provide. If you have any questions or do not accept any of the provisions, please contact us.
2. Service Provision
Total Drains Limited uses its own employees and qualified independent contractors to provide drainage and plumbing services. Independent contractors operate under the authority of Total Drains Limited but do not have the authority to incur liability on behalf of or act as an agent for Total Drains Limited.
3. Quotations
Quotations provided are valid for 28 days from the date of issue and may be varied or withdrawn before acceptance. Quotations may be provided over the phone due to geographical limitations or standardised work types. Before any work can commence, acceptance of a quotation must be done by the customer either via our emailed online links or via recorded phone call. Acceptance of a quotation given over the phone will be recorded and deemed as confirmation. The quotation may be revised by mutual agreement before any work begins.
4. Pricing and Additional Costs
We will endeavour to complete the work and provide the goods and materials for the quoted price. However, if unforeseen circumstances arise, additional costs may be incurred. In such cases, we will notify you immediately, provide an explanation, and seek approval for a revised quote.
5a. Payment Terms
• Domestic Customers: Payment is due within 3 days upon completion of the work/ our sign off date. If payment is not made within 3 days, an administration fee of £25 will apply, and interest at the prevailing rate plus 3% per annum will accrue on any outstanding balance until payment is received in full.
• Commercial Customers: Payment is due within 28 days of the invoice date. If payment is not made within this time, an administration fee of £25 will apply, and interest at the prevailing rate plus 3% per annum will accrue on the outstanding balance.
5b. Payment Collection
• Payment Methods: Total Drains Limited accepts payment in the forms of bank transfer, card payment via square and cheque, all required details for these payment methods are included on our invoice documents or online links.
•Defaults: If the customer fails to make any payment in line with our payment terms, and such failure continues for a period of 30 days after the due date set out in their invoice(s), the Company Total Drains Limited reserves the right to pass your outstanding balance to a third-party debt collector or file for a County Court Judgment.
6. Dishonoured Payments
A £10 administration fee will be charged for any cheque that is returned unpaid by your bank for any reason.
7. Working Hours
Our regular business hours are 8am to 6pm, Monday to Friday. Work outside these hours is available and may be arranged at an additional charge.
8. Liability for Damage
Unless caused by our negligence, we will not be responsible for any loss or damage to your property, including the need for cleaning. If we need to access your property to complete repairs, we will fill any holes and leave surfaces level, but we will not replace the original surface or construction. Any redecoration or repair of damage following our work is your responsibility unless we have been negligent.
9. Customer Obligations
You must inform us of any hazards or dangers present on your property and ensure we have clear access to relevant drains and covers, as well as a supply of mains electricity and water. If we encounter additional work or expense due to your failure to provide clear access or utility supply, we may charge you for the additional work or expense.
10. Guarantee
We provide a 5 year guarantee on parts and labour for repairs and a 28 day guarantee on blockages for domestic customers, starting from the date of work completion. We provide a 5 year guarantee on parts and labour for repairs and a 14 day guarantee on blockages for for commercial customers, starting from the date of work completion. This guarantee does not cover faults caused by misuse, neglect, or normal wear and tear. This guarantee does not affect your statutory rights under the Consumer Rights Act 2015 or any subsequent legislation. We may decline to offer a guarantee if design or installation faults prevent us from accessing the system.
11. Unforeseen Circumstances
We will not be liable for failing to meet any obligations under this agreement due to circumstances beyond our control.
12. Permissions
If you are a tenant, you must obtain your landlord's permission for the work. If the property is listed, you may need planning permission. Obtaining the necessary permissions is your responsibility.
13. Right to Cancel
You have the right to cancel this agreement within 14 calendar days from the date of accepting the quote or from the date of receipt of any ordered parts—whichever is later. This period is referred to as the "cooling-off period."
If you request that we begin work during the cooling-off period and subsequently choose to cancel, you will be liable for the full cost of any work already undertaken, as well as any parts or materials that have been ordered or used.
Cancellations made less than 14 days prior to the scheduled start date will incur a charge of 25% of the total quoted amount to cover administrative and preparatory costs. Cancellations made 7 days or less before the start date will be charged at 50% of the total quoted amount, as resources and time will have already been allocated to your project. To exercise your right to cancel, please notify us in writing via email or post.
14. Cancellation by Total Drains Limited
We reserve the right to cancel the agreement at any time by providing written notice. If we cancel without a valid reason, we will reimburse you for any reasonable costs incurred as a direct result of the cancellation.
15. Data Protection
Total Drains Limited may check your details with licensed credit reference and fraud-prevention agencies. Information may be recorded and shared with other organisations to assist with credit decisions, debt recovery, fraud prevention, and identity verification. For details on how we use your personal data, please refer to our privacy policy or contact us directly.
16. Promotions and Offers
General terms and conditions apply to any promotion or offer. Additional terms specific to a promotion or offer will be clearly stated at the time of the promotion.
17. Travel Charges
Total Drains Limited covers all areas of the United Kingdom but for areas outside of the Bristol and Bath postal code areas (BS and BA), a travel charge of £1.30+VAT per mile will apply. This rate can be negotiated given the scale of work being carried out.
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These terms and conditions aim to ensure a clear understanding of the services provided by Total Drains Limited and the responsibilities of both parties. If you have any questions, please do not hesitate to reach out to us.