1. Introduction
These Terms & Conditions govern the provision of plumbing, drainage, and related services by HydraFlow Plumbing & Drainage ("we", "us", "our") to the customer ("you", "your"). By instructing us to carry out work, you agree to be bound by these terms. Please read them carefully before engaging our services.
HydraFlow Plumbing & Drainage is a sole trader business operating in and around Bromley, Croydon, and South London. References to "the Company" or "the Business" refer to the sole trader operating under this name.
2. Definitions
"Services" means any plumbing, drainage, heating, or related work carried out by us, including but not limited to drain jetting, CCTV surveys, emergency call-outs, blocked drain clearance, plumbing repairs, and installations.
"Customer" means the person, company, or organisation requesting and receiving the Services.
"Quote" means a written or verbal estimate provided by us for specific Services.
"Emergency" means a situation requiring immediate attendance to prevent damage to property or danger to persons.
3. Quotations & Estimates
3.1 All quotations are valid for 14 days from the date of issue unless otherwise stated.
3.2 Quotations are based on the information available at the time of inspection. If additional work becomes necessary once the job is underway (e.g., hidden damage, unforeseen complications), we will notify you before proceeding and provide a revised estimate.
3.3 Verbal estimates are provided for guidance only and are not binding until confirmed in writing.
3.4 Time-based charges (hourly rates) will be quoted as an estimated duration. Actual time may vary depending on the complexity of the work encountered.
4. Booking & Confirmation
4.1 A booking is confirmed when you agree to a quote and we schedule a visit. For emergency call-outs, the booking is confirmed when you request attendance and we dispatch an engineer.
4.2 We reserve the right to refuse or decline any booking at our discretion.
5. Pricing & Payment
5.1 All prices are in GBP (£) and include VAT where applicable.
5.2 Payment is due on completion of the work unless alternative arrangements have been agreed in writing in advance.
5.3 We accept payment by bank transfer, cash, or card. Cheques are not accepted unless by prior agreement.
5.4 For large projects or where significant materials are required, we may request a deposit of up to 50% before commencing work. Deposits are non-refundable once materials have been ordered or work has begun.
5.5 Failure to pay on time may result in:
- Suspension of any ongoing work
- Late payment interest charged at 8% per annum above the Bank of England base rate under the Late Payment of Commercial Debts (Interest) Act 1998
- Recovery of all reasonable debt collection costs
6. Cancellation & Rearrangement
6.1 If you need to cancel or rearrange a booked appointment, please notify us at least 24 hours in advance. Late cancellations (less than 24 hours notice) or missed appointments ("did not attend") may incur a charge of up to £50 + VAT to cover our time and travel costs.
6.2 For emergency call-outs, cancellation charges may apply if we are already en route to your property.
6.3 We reserve the right to cancel or rearrange a booking at any time due to circumstances beyond our control (e.g., extreme weather, vehicle breakdown, illness). We will notify you as soon as possible and rebook at no additional cost.
7. Access & Site Conditions
7.1 You agree to provide safe and reasonable access to the area(s) where work is required. This includes ensuring the work area is clear of obstructions, hazards, and personal belongings.
7.2 You are responsible for ensuring that any necessary permissions, consents, or approvals (including landlord or freeholder consent) have been obtained before work commences.
7.3 We reserve the right to stop work and charge a call-out fee if we arrive and are unable to access the property or the work area due to circumstances not communicated in advance.
7.4 We will take reasonable care to protect your property and belongings, but we cannot accept liability for damage caused by pre-existing conditions (e.g., corroded pipework, fragile fittings) that become apparent during the course of the work.
8. Workmanship & Drainage Work Limitations
8.1 We guarantee our workmanship for a period of 12 months from the date of completion. If a fault arises directly due to our workmanship within this period, we will rectify it free of charge.
8.2 Drain clearance and blockage removal is a one-off service. We clear the blockage that is present at the time of our visit. We cannot and do not guarantee that a drain will not block again, as we have no control over what is subsequently put into or discharged through the drainage system. Recurring blockages may indicate an underlying issue that requires further investigation (e.g., CCTV survey).
8.3 This guarantee does not cover:
- Recurring drain blockages caused by customer or third-party usage
- Damage or failure caused by misuse, neglect, or accident
- Blockages or faults caused by third parties or pre-existing conditions
- Consumable items or parts subject to normal wear and tear
- Work carried out by any third party on the system after our visit
8.4 Manufacturer warranties on parts and materials are passed on to you. We will assist with warranty claims but are not responsible for manufacturer defects or delays.
9. Liability
9.1 Our total liability to you for any claim arising out of or in connection with the Services shall not exceed the total amount paid by you for those Services.
9.2 We shall not be liable for:
- Any indirect, consequential, or incidental loss or damage
- Loss of profits, business, or anticipated savings
- Damage caused by pre-existing defects that were not apparent at the time of inspection
- Damage caused by third parties acting on your instructions
- Consequential damage arising from a blocked drain or plumbing issue that existed prior to our attendance
9.3 Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded by law.
9.4 We recommend that you maintain adequate buildings and contents insurance to cover any potential damage arising from plumbing or drainage emergencies.
10. Customer Responsibilities
10.1 You agree to provide accurate and complete information about the issue you are experiencing. Failure to disclose relevant information may affect our ability to diagnose or resolve the problem.
10.2 You are responsible for the safety of any pets, children, or vulnerable persons in the property while work is being carried out.
10.3 If we are required to lift or move heavy items (e.g., furniture, appliances) to access the work area, we will take reasonable care, but you accept that we cannot be held responsible for damage to items that were not designed to be frequently moved.
11. Emergency Call-Outs
11.1 Emergency call-outs are prioritised and attended as quickly as possible, typically within 2-4 hours depending on location and current workload.
11.2 Emergency call-out charges are higher than standard rates due to the immediate response nature of the service. These rates will be confirmed at the time of booking.
11.3 We will make all reasonable efforts to attend within the estimated time, but we cannot guarantee a specific arrival time for emergency services.
12. CCTV Surveys
12.1 CCTV survey results are based on the condition of the drainage system at the time of inspection. We cannot guarantee that all defects will be identified, particularly where access is restricted by debris, standing water, or other obstructions.
12.2 CCTV survey footage and reports are provided for your information and guidance. We recommend that any significant findings are reviewed by a qualified drainage engineer before proceeding with remedial work.
13. Data Protection & Privacy
13.1 We collect and store your personal information (name, address, contact details, and job records) for the purposes of providing our Services, invoicing, and complying with legal obligations.
13.2 We will not share your personal data with third parties except where required by law or where necessary to deliver our Services (e.g., sharing CCTV footage with your insurer with your consent).
13.3 For full details, please refer to our Privacy Policy.
14. Complaints
14.1 If you are not satisfied with any aspect of our Service, please contact us as soon as possible so we can put things right.
14.2 We will acknowledge your complaint within 48 hours and aim to resolve it within 14 working days.
14.3 If we cannot resolve your complaint directly, you may be entitled to refer the matter to an alternative dispute resolution (ADR) scheme. We will provide details of the relevant scheme if required.
15. Governing Law
15.1 These Terms & Conditions are governed by and construed in accordance with the laws of England and Wales.
15.2 Any disputes arising out of or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.
16. Changes to These Terms
16.1 We reserve the right to update or modify these Terms & Conditions at any time. Changes will be posted on this page and will apply to all future bookings.
16.2 It is your responsibility to review these terms periodically. Continued use of our Services after any changes constitutes acceptance of the updated terms.
17. Contact Information
If you have any questions about these Terms & Conditions, please contact us:
HydraFlow Plumbing & Drainage
Phone: 020 8050 8258
Email: info@hydra-flow.co.uk
Website: www.hydra-flow.co.uk
Last updated: July 2026