Terms of Service

1. Introduction

These Terms of Service set out the basis on which Call2Drain (“we”, “us” or “our”) supplies drainage and tanker services to its customers (“you”). By instructing us to attend a property, booking a service via our website, or accepting a written quotation, you agree to be bound by these terms.

If anything is unclear, contact us before booking on 01892 571 555 or info@call2drain.co.uk.

2. Definitions

• Services means the drainage, tanker, jetting, CCTV survey, repair, maintenance and related work supplied by Call2Drain.
• Property means the site, premises or location at which the Services are carried out.
• Engineer means a Call2Drain employee or sub-contractor attending to perform the Services.
• Quotation means a written or verbal price provided by Call2Drain for a defined scope of work.

3. Scope of Services

We will use reasonable skill and care to provide the Services described in your Quotation or booking confirmation. Where the scope of work changes on site (for example, additional access points required, defects identified by CCTV or hidden structural damage), we will discuss this with you before carrying out the additional work and agree any change in price.

The Services do not include any work outside the agreed scope. We are not responsible for resolving issues with parts of the drainage system that we have not been instructed to inspect, repair or maintain.

4. Quotations and Pricing

Quotations are based on the information provided to us at the time of booking. Where a Quotation is given before we have inspected the Property, it is given in good faith but may be revised on attendance if site conditions, access, scale of works or fault complexity differs materially from what was described.

Where we offer a fixed price for a defined service, that price is honoured for the scope set out at the time of booking. Any additional work, materials or specialist equipment required beyond the agreed scope will be charged separately and only after your approval.

Unless stated otherwise, prices are exclusive of VAT, which will be added at the prevailing rate.

5. Payment Terms

Payment for domestic Services is due on completion of the work unless agreed otherwise in writing. We accept payment by debit card, credit card and bank transfer. Cash payments may be accepted by prior arrangement.

For account customers and commercial clients with agreed credit terms, payment is due within the period stated on the invoice (typically 30 days). Late payments may attract statutory interest and reasonable recovery costs under the Late Payment of Commercial Debts (Interest) Act 1998.

We reserve the right to suspend further work on any account where invoices remain unpaid beyond the agreed terms.

6. Access and Customer Responsibilities

You are responsible for ensuring our Engineers have safe and reasonable access to the Property and to the relevant drainage assets, including inspection chambers, manhole covers, gully pots and any access points required to complete the Services.

You must inform us of any known hazards on site (including but not limited to asbestos, live electrical cabling running close to drain runs, unstable ground, large dogs, or shared access arrangements) before work begins.

If access cannot reasonably be obtained, or if the site is not safe for our Engineers to work in, we reserve the right to leave site and charge a reasonable call-out fee for the visit.

7. Cancellation and Rescheduling

Planned (non-emergency) bookings may be cancelled or rescheduled free of charge provided we receive at least 24 hours’ notice. Cancellations made with less than 24 hours’ notice may incur a reasonable charge to cover allocated engineer time and scheduling.

Emergency call-outs cannot be cancelled once an Engineer has been dispatched.

Where domestic consumers have a statutory right to cancel under the Consumer Contracts Regulations 2013, that right does not apply to urgent repair or maintenance work that you have specifically requested to be carried out within the standard 14-day cooling-off period.

8. Workmanship Guarantee

We guarantee our workmanship on standard drainage clearance and repair work for a period of 30 days from the date of completion, subject to the original cause of the fault remaining unchanged. This guarantee covers the specific work carried out and does not extend to unrelated faults elsewhere in the drainage system.

Longer manufacturer warranties may apply to specific products and installations such as CIPP lining or pump replacements. Details will be provided in writing at the time of the work.

The guarantee does not cover blockages caused by inappropriate items being flushed or poured into the drainage system after our visit, damage caused by third parties, ground movement, or pre-existing structural defects that were not part of the original scope of work.

9. Limitation of Liability

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot be limited or excluded under English law.

Subject to that, our total liability to you under any contract for the Services shall be limited to the amount paid by you for the Services in question, except where we hold relevant insurance cover that responds to a higher amount.

We are not liable for indirect, consequential or purely economic loss, including but not limited to loss of profit, loss of business, loss of opportunity or loss of data.

We are not responsible for damage to drainage assets that are already defective, blocked or in poor structural condition at the time of our attendance, where such damage is a reasonable consequence of carrying out the Services you have instructed.

10. Insurance

Call2Drain maintains Public Liability and Employer’s Liability insurance appropriate to the nature of the Services we provide. A copy of the current insurance schedule is available on request.

11. Waste Carriage and Disposal

We are a registered waste carrier and dispose of all waste collected during the course of the Services at appropriately licensed facilities. Waste transfer documentation is available on request for commercial clients.

Where you wish to retain a copy of the waste transfer note for compliance purposes, please request this at the time of booking.

12. Complaints

We aim to provide a high standard of service every time. If you are not satisfied with any aspect of the work, please contact us as soon as possible so that we have the opportunity to put things right.

Complaints should be sent in writing to info@call2drain.co.uk marked “For the attention of the Operations Director”, or posted to Tunbridge Wells Kent, TN2 3LE. We will acknowledge your complaint within five working days and aim to provide a substantive response within 21 days.

13. Force Majeure

We are not liable for any delay or failure to perform the Services where such delay or failure is caused by circumstances beyond our reasonable control, including (without limitation) severe weather, flooding, road closures, strikes, public health emergencies, or restrictions imposed by government or regulatory authorities.

14. Data Protection

Any personal information you provide to us in the course of booking or receiving the Services will be processed in accordance with our Privacy Policy and applicable UK data protection law.

15. Changes to These Terms

We may update these Terms of Service from time to time. The version in force at the time of your booking will apply to that booking. The latest version is always available on this page.

16. Governing Law

These Terms of Service and any dispute arising under them are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction over any such dispute, save that we retain the right to bring proceedings against you in the courts of the country in which you reside if you are a consumer based outside England and Wales.

17. Contact

Call2Drain
Tunbridge Wells Kent, TN2 3LE
Telephone: 01892 571 555
Email: info@call2drain.co.uk