Terms & Booking Conditions

1.About these terms

These terms apply when you use this website and when you ask Urgent Drainage Solutions Ltd (“we”, “us”) to carry out drainage work, whether you book online, by phone, by email or in person. Please read them before you book. If anything isn’t clear, ask and we’ll explain.

• Company: Urgent Drainage Solutions Ltd, registered in England and Wales, company number 15430188
• Registered office: 1364a London Road, Norbury, London SW16 4DE (for formal legal correspondence only — it isn't where our engineers are based)
• Trading base: Southwell, Nottinghamshire NG25. We are a mobile, service-area business — our engineers come to you.
• Phone: 07300 600 950 · Email: info@urgentdrainagesolutions.co.uk

“You” means the person or organisation booking the work. If you are a consumer (booking for your own home rather than for a business), you have legal rights and nothing in these terms reduces them. If a term applies only to consumers, or only to business customers, we say so.

2.Quotes and prices

• Prices are quoted for each job rather than published on the website. Your price depends on things like access, how long and deep the drain is, what equipment we need and how long the job takes.
• Unless we say otherwise, prices are shown plus VAT at the current rate. We will always show the VAT-inclusive total before you agree.
• There’s no call-out fee. You pay for the work we do, not for us turning up.
• The price is agreed before we start. Before any chargeable work begins, our engineer confirms the price, or how it will be worked out (for example per metre of lining).
• Written quotes are valid for 30 days unless the quote says otherwise. They’re based on what we could see, or were told, when we wrote them.
• Survey-and-quote visits for repairs and groundworks are free unless we tell you otherwise before the visit.

3.Booking and confirmation

Booking online or asking for a quote is a request for us to do the work. The contract starts when we confirm your booking (by email, text or phone) or when you accept our quote. Please give us accurate details: the address, what the problem is, and anything we need to know to get there and work safely.

We may turn down a booking if the property is outside our area, if it’s work we don’t do, or if it isn’t safe to go ahead. If we can’t help, we’ll tell you as soon as possible and, where we can, point you to someone who can.

4.When we arrive

You book a day, not a time slot. Drainage jobs can run over and emergencies come in. We plan the round and call you about an hour before the engineer arrives. If we can’t make the day, we’ll let you know and offer another at no extra cost.

We’re open 7 days a week, 6am–8pm, with emergency call-outs 365 days a year. How fast we can reach an emergency depends on which engineers are free and where they are. We’ll always be honest about when we can get to you.

5.Access, safety and your responsibilities

So we can do the job safely and properly, please:

• make sure an adult (18 or over) is there to let us in, or agree access arrangements with us in advance;
• give us clear access to the drains, manholes, gullies and work area, and tell us about parking restrictions;
• tell us about anything that could affect safety or the work, such as shared drains, known previous repairs, fragile surfaces, underground cables or pipes, asbestos, or pets that need keeping away;
• let us use a water supply and, where needed, a power socket for our equipment;
• get any permission needed from a landlord, freeholder, neighbour or managing agent when the work affects their property.

Our engineers may stop or refuse work if it’s unsafe. That could be a dangerous structure, heavy traffic with no protection, or abusive or threatening behaviour. If we can’t get in at the agreed time, we’ll try to contact you and rebook.

6.Cancelling or rescheduling a booking

You can cancel or move a booking free of charge up to 24 hours before your visit. Do it through your customer account, by calling 07300 600 950 or by emailing info@urgentdrainagesolutions.co.uk.

Cancel later than that and we still won’t charge a call-out fee. The only thing we may ask you to pay is costs we’ve already had to pay for your job, such as specially ordered materials or hired equipment, and we’ll show you what they are. This doesn’t affect your right to cancel below.

Now and then we may have to cancel or move a booking ourselves, for example because of illness, a vehicle breakdown, severe weather or an emergency elsewhere. We’ll tell you as soon as we can and offer the next available time, at no cost to you.

7.Your 14-day right to cancel (consumers)

If you’re a consumer and the contract is made away from our premises (online, by phone, by email or at your home), the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel within 14 days, starting the day after the contract is made, without giving a reason.

• If you want us to start within the 14 days (say, to clear a blocked drain today), we’ll ask you to request that expressly. If you then cancel before we finish, you pay a fair amount for the work done up to when you tell us.
• Once the work has been fully completed at your express request, and you acknowledged that you would lose the right to cancel, the right to cancel ends.
• The right to cancel doesn’t apply where you specifically asked us to visit to carry out urgent repairs or maintenance. It does still apply to any additional work we agree during that visit.

To cancel, tell us clearly by email, phone or post. You can use these words if you like:

To Urgent Drainage Solutions Ltd (info@urgentdrainagesolutions.co.uk): I hereby give notice that I cancel my contract for the supply of the following service: [describe the work], booked on [date]. Name: [your name]. Address: [your address]. Date: [today’s date].

We refund any money due within 14 days of you telling us, using the same payment method unless we agree otherwise.

8.Unexpected findings and extra work

Drains are underground, so sometimes we only find the real problem once we start. It might be a collapsed section, a root mass, a blockage in a public sewer or a pipe that’s more fragile than expected. If that happens we’ll stop, explain what we have found (with photos or CCTV footage where we can) and give you a new price before doing anything more.

We never do extra chargeable work without your agreement. The one exception is when we have to act straight away to prevent danger or serious damage. Then we make the area safe, keep it to the minimum and tell you at once.

Clearing a blockage shows the drain is flowing again. It doesn’t prove the pipe is in good condition. If we suspect damage, we’ll recommend a CCTV drain survey.

9.Private drains and public sewers

In England, property owners are responsible for drains that serve only their property and sit within its boundary. Since 1 October 2011, pipes shared with neighbours and pipes beyond the boundary (lateral drains and sewers) have generally been the water company’s responsibility, and road gullies belong to the highway authority (usually the county or city council).

If the problem turns out to be in a public sewer or lateral drain, we’ll tell you and help you report it. Across most of our area that means Severn Trent on 0800 783 4444. We only charge for the work or investigation you agreed to. There’s more in our guide who is responsible for a blocked drain.

10.Payment

• Payment is due when the work is finished, unless we agree otherwise in writing. On bigger repairs or groundworks we may ask for a deposit, agreed with you before booking.
• We accept bank transfer and debit or credit card. We don’t accept cash payments to engineers unless agreed in advance.
• We email you a written bill and receipt. You can also find them in your customer account.
• Business customers with an agreed account pay within the terms on their bill. If a business pays late, we may claim interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998.
• If a bill is still unpaid after reminders, we may take steps to recover it, including through the small claims court.

11.Our 12-month repair guarantee

Repairs (drain lining, patch repairs and pipe replacement) carry a 12-month guarantee from the date the work is completed. If the repaired section fails because of our workmanship or the materials we fitted, we’ll put it right free of charge.

The guarantee doesn’t cover:

• unblocking and jetting, which are one-off services. A cleared drain can block again if wipes, fat, nappies or building debris go down it, or because of a defect somewhere else in the system;
• damage caused by misuse, chemicals, building work or other contractors;
• ground movement, subsidence, flooding or new tree-root intrusion into sections we didn’t repair;
• parts of the drain we didn’t work on, or defects we reported that you chose not to have repaired.

To claim, get in touch with your job reference. We’ll inspect the repair (with CCTV if needed) and, if it’s covered, fix it at no cost. The guarantee is on top of your legal rights. See our guarantee explained.

12.Your legal rights (consumers)

Under the Consumer Rights Act 2015, we must:

• carry out our services with reasonable care and skill;
• stick to anything we tell you about the service that you rely on;
• charge a reasonable price and finish within a reasonable time if these weren’t agreed in advance;
• supply parts and materials (such as liners, pipes and rat blockers) that are of satisfactory quality, fit for purpose and as described.

If we don’t, you can ask us to put it right. If that isn’t possible, you can ask us to reduce the price. For more, visit Citizens Advice. Nothing in these terms affects your legal rights.

13.Our responsibility for loss or damage

If we break these terms or are negligent, we’re responsible for loss or damage you suffer that is a foreseeable result. We don’t exclude or limit our liability where it would be unlawful to do so. That includes death or personal injury caused by our negligence, fraud, and breaching your legal rights as a consumer.

Some drains are already weak, old clay or pitch-fibre pipes for example, and can fail even during careful, normal work. Before we start, we’ll tell you about any risk we can reasonably see. We aren’t responsible for damage caused solely by the existing condition of your drains where we have used reasonable care and skill.

Business customers: we aren’t liable for loss of profit, revenue, business or goodwill, or for indirect or consequential loss, and our total liability for any job is limited to the price of that job, except where the law does not allow this.

We hold public liability insurance. Details are available on request.

14.Photos, footage and reports

We take photos, video and CCTV footage as a record of the job. It backs up your guarantee and helps with any insurance claim. Once a survey is paid for, the CCTV report is yours to keep. We’ll ask before using any photo of your property in our marketing, and we never publish your address. Our Privacy Policy explains how we look after this information.

15.If something goes wrong

Tell us straight away so we can put it right. Our complaints procedure sets out the steps and timescales.

16.Using this website

• Our guides and FAQs are general information to help you understand drainage problems. They’re no substitute for someone inspecting your property, and prices and rules change, so always check the latest position with us or the relevant authority.
• The website content, design, text and our logo belong to us or our licensors. You may view and print pages for your own use but may not copy them for commercial use. Photographs used under a Creative Commons licence are credited on our photo credits page.
• You must not use the site unlawfully or fraudulently, send spam, upload harmful code, try to gain unauthorised access, or interfere with the site or other users. We may suspend access if you do.
• Links to other websites are for convenience only. We aren’t responsible for their content, and a link isn’t an endorsement.
• We try to keep the site up, secure and accurate, but we can’t guarantee it will always be uninterrupted or error-free. Please use up-to-date security software on your own devices.
• Reviews shown on the site come from Google and are the views of their authors. To report content, contact us using the details above.

17.Changes and governing law

We may update these terms now and then. Your job is covered by the version in force when you booked. The date at the top of this page shows the latest version.

These terms are governed by the law of England and Wales. If you’re a consumer, you can bring proceedings in the courts of England and Wales, or in Scotland or Northern Ireland if you live there. If you’re a business, the courts of England and Wales have exclusive jurisdiction.