Terms & Conditions for Using Our Drain Services in London

These terms and conditions apply to the provision of the services detailed within our quotations provided both in writing or verbally and apply to the client authorising the proposed works to be undertaken by Pro-Drain Ltd. These terms and conditions in no way undermine your statutory consumer rights.

General Terms for Residential and Commercial Customers using Pro-Drain Ltd Drainage Maintenance Services

1 Congestion and Parking Charges:

Pro-Drain Ltd applies congestion and parking charges at the applicable rate at any given time depending upon a properties location and parking restrictions.

1.1 Payment Terms:

For commercial clients, payment terms are strictly 30 days from the completion of works, unless an alternative payment plan is agreed upon in writing prior to the authorisation stage of works.

For residential clients, payment is required upon satisfactory completion of the works, unless an alternative payment plan is agreed upon at the authorisation stage of the works.

For works exceeding £2,000 in value (excluding VAT), residential clients may be required to make a 25% upfront payment before works commence, with the remaining balance due upon satisfactory completion.

1.2 For High Value Residential project works, payment terms will require interim payments of 25% before commencement, 25% at the halfway stage of works and final 50% upon satisfactory completion of works. These payment terms will be documented within the quotation and agreed upon between Pro-Drain Ltd and the customer based on the project scope.

1.3 Late payments will result in the addition of interest to the outstanding amount and administration charges incurred for communications to recover the outstanding amount.

1.4 Failure to settle outstanding amounts within 3 requests for settlement will result in the recovery of payment through all legal channels available to Pro-Drain Ltd and third party collection with the full costs of such actions to be borne by the client in addition to the principal sum.

1.5 Standard Blocked Drain Clearance Charges:

Commercial Customers: Charges are for up to two Drainage Engineers and one equipped works vehicle and commence upon site arrival.

Residential Customers: Charges are for one drainage engineer and one equipped works vehicle and commence upon site arrival.

If additional drainage engineer assistance is required or equipment other than high pressure water jetting and electro-mechanical is necessary to clear a blocked drain additional charges may apply.

Additional works and charges will be agreed upon between Pro-Drain Ltd and the customer before further works are undertaken.

1.6 Confined space entry and the necessary safety apparatus is not included within standard charges for blocked drain clearance, drain cleaning or CCTV drain surveying works where a prior site visit by Pro-Drain Ltd has not been undertaken and will be charged additionally as required and agreed upon between Pro-Drain Ltd and the customer before any confined space working is undertaken.

1.7 Standby Charges or Rearrangement due to No Access:

Commercial and Residential customers, if access isn’t available or teams are told to standby or visit rearranged to gain access to a property or works area, Pro-Drain Ltd will charge a fee equating to 50% of the agreed hourly rate, in addition the cost for any hired plant or equipment may also be chargeable in the event that Pro-Drain Ltd is liable for financial loss due to any access issues out of its control.

1.8 Additional Terms and Conditions Related to Reactive Blocked Drain Callouts:

A Free Look-See pipe inspection post or prior to blockage clearance does not include a full Drain Survey Report Package or Mapping of a Drainage System however digital images of any fault identified will be obtained and supplied to the customer as evidence to prove the necessity of further work recommendations.

Our 6 Months blocked drain clearance guarantee period does not include drains or waste pipes that are incorrectly installed, damaged, suffering from root infiltration or misused by the customer.

Pro-Drain Ltd accepts no responsibility for property damage occurring as a result of any drain or waste pipe in poor condition including but not limited to poorly installed pipework, fittings, joints and alike.

Pro-Drain accepts no responsibility for damaged or poorly installed drains and waste pipes pipework in concealed environments.

Disinfectants used to clean and sanitise overspill areas or parts and materials required to access a drain or waste pipe and make good post works are charged at an additional cost, our hourly rates are for the drainage engineers and the equipment as specified only (1.5) unless quoted for beforehand and agreed verbally or in writing. No additional charges will be added without the full authorisation from the customer.

In the event that a damaged manhole cover is identified by Pro-Drain Ltd and reported to the customer it is at this point the customer will take immediate responsibility to supply adequate and suitable protection to mitigate any risks.

Gathering information, measurements or further investigation for additional work recommendations is part of our blockage clearance works, the hourly charge time stops once the engineer has packed away all equipment.

1.9 Pre Planned Scheduled Works Terms & Conditions in addition to the above where applicable.

Quotation Validity

All quoted / priced works are held for 180 days from the initial issuing of the quote.

Prices may be subject to change if site conditions or material prices change within this period.

Providing Quotations based on a Third-Party Drain Survey Report or Information.

All quotations provided on this basis are subject to the accuracy of the information supplied.

Prices may be subject to change if the information supplied from a third party is found to be incorrect.

Engineers are permitted a 45 minute lunch break and two 15 minute breaks whilst on site for an 8 Hour Period / Full Day. These breaks are omitted from the costs at the quotation stage.

Key Collection Charges: (With the exemption of Homebuyer Drain Surveys)

When requested by our customer or their representative to collect keys from a different location other than the property or site of the works, our chargeable time will begin when the keys are collected and will end when the keys are returned to that location.

It is recommended that customers or their representative meet our drainage engineers at the property or on-site to provide access where possible to avoid any additional charges.

Scheduled appointments must be cancelled no later than 48 hours / two working days prior. Anything less than this will result in a no access charge.

In addition if the appointment is not rearranged and authorisation for the works is withdrawn and materials have been purchased in advance, customers will be liable to pay 30% of the material charges, and any equipment hire cancellation charges in full if Pro-Drain Ltd are liable.

CCTV Drainage Survey and Mapping Works

Surveying of sections of or an entire drainage system can only be undertaken where access permits.

Drain Surveys will include a basic flush through of the drains to be surveyed and the removal of up to a maximum of 10% settled deposits or soft attached deposits.

Not all obstructions can be removed with a basic flush, however the identification of such will be reported upon with recommendations for their removal for example hardened scale build up, mass tree root ingress, structural defects and higher volumes of settled deposits exceeding 10%.

Following a CCTV survey the engineer will upload the recordings, diagrams and site work sheets to Pro-Drain Ltd systems for further review and assessment before a final WRc approved report package is prepared and sent to the customer within 1-3 working days depending upon the size of the surveying project.

Diagrams of the drainage system provided within a report package are not to scale and for illustration purposes only with correlating references to identify the sections of drainage surveyed within the report.

Payment for drain surveys are due upon receiving the final WRc approved report package.

Pre Planned Drain Cleaning Maintenance Contracts

Pro-Drain Ltd guarantees our cleaning methods and techniques and will provide unlimited free of charge callouts to undertake blocked drain clearance within the serviced drains and waste pipes. Unlimited free of charge call outs do not apply to sections of a drainage system that have been identified and reported to the customer as faulty neither does the unlimited free of charge call outs include the clearance of a blockage caused by the misuse of a drainage system or singular blocked toilet pans.

Pro-Drain Ltd maintenance quotations and contracts are based upon a minimum term of 12 months after which the contract will remain rolling until a cancellation request is received in writing from the customer within a period of at least 1 month prior to the next scheduled visit.

Drain Maintenance works are invoiced for after each scheduled visit as detailed within the initial quotation along with the recommended frequency of visits.

Drain Lining Restoration and Patch Lining Repair Installations

Post lining or patching works footage will be recorded and made available to the customer upon completion or sent electronically with our invoice.

Costs may be subject to change should the condition of the drain(s) to be lined or patched have changed in the period between the undertaking of a drain survey and our attendance to undertake the recommended repairs or restoration.

Lining and patching can be subject to fair weather which may result in the rescheduling of installation appointments.

Pro-Drain Ltd are not liable for faults or damage associated with third party contractor works on the drainage system where we have previously installed a drain lining or patch lining neither do we accept responsibility for blockages within these installations as a result of the misuse of a drainage system.

Quotations based on third party contractor drain survey reports may be subject to change if the information within the report is inaccurate or there are unforeseen circumstances that obstruct the lining installation as we may have to change the lining or drain restoration requirements.

Excavations and drain replacement or installation

All excavation works are subject to a prior service scan, additional charges to the quotation amount may apply if the identification of a service determines the necessity to reroute a new drain installation or underground service to allow for a drain replacement.

All quotations allow for breaking through concrete slabs or surfaces of up to 150mm depth with no expectation of rebar unless prior notice of such is provided by the customer.

If reinforcement bars are found within concrete slabs or surfaces, an additional fee will be quoted as this would be an unforeseeable event that requires additional work and doweling of new bars during the reinstatement stage.

Restrictions to works hours due to noise or access to works areas should be highlighted by the customer at the planning and quotation stage of works, if no prior notice of any restrictions additional charges may apply if such restrictions prolong the duration of works specified within the quotation.

All excavation works may be subject to additional costs in the event of unforeseen situations requiring regulatory design work to ensure the safety of an excavation in regard to the Pro-Drain Ltd engineers working within the excavation, the underminement of property foundations and safety of other people in the area.

Additional or replacement excavation backfill materials may be required at an additional cost should voids or unstable materials be identified during the excavation process.
Any additional charges or necessary works are to be agreed upon by Pro-Drain Ltd and the customer before undertaken.

Pro-Drain Ltd Guarantees

Pro-Drain Ltd provides a 10 year guarantee on all drain lining, patch lining, drain replacements and new drainage installations. Within this period we will repair or replace any faulty installations deemed to be a result of poor workmanship or substandard materials at no cost to the customer.

Our guarantee pertains to the property and is transferable to any new owner without prior notice.

Pro-Drain Ltd guarantees do not cover third party damage to our installations or materials nor does it cover problems that arise from the misuse of a drainage system. 

Pro-Drain Ltd Complaints Procedure

A complaint is usually handled and resolved immediately via phone call to 0208191561 or email correspondence

However, if we cannot resolve the issue immediately due to the need to clarify any information or obtain the facts, the following process will take place:

Customers are advised to detail their complaint in writing within 72 hours of the issue or incident arising.

Customers will be given a dedicated person of contact and the complaint will be responded to and resolved within a timely manner after further investigation of the facts.