APPLICATION OF TERMS AND CONDITIONS
These terms and conditions apply to the provision of the services detailed in our quotation and apply to the client authorising the proposed works by London Drainage Facilities Ltd.
DEFINITIONS
‘Working Day’ applies to Monday to Friday, excluding Saturday, Sunday and Bank Holidays. ‘Weekend’ applies to Saturday and Sunday. ‘LDF’ is the abbreviation of London Drainage Facilities Ltd.
General Terms for Domestic & Commercial Clients
- Congestion Charges:
LDF applies congestion charges at the applicable rate at any given time. - Payment Terms:
- For commercial clients, payment terms are strictly 28 days from the completion of works, unless an alternative payment plan is agreed upon in writing prior to the completion of works.
- For domestic clients, payment is required before work starts, unless an alternative payment plan is agreed upon in writing prior to the completion of works.
- For quotes exceeding £1,000 (including VAT), domestic clients will be required to make a 50% upfront payment before works commence, with the remaining balance due immediately upon completion.
- For larger domestic project works, payment terms will be bespoke and may require interim tranche payments. These payments will be agreed upon by the estimator/manager and the client based on the project scope.
- For reactive call-outs, a minimum 2-hour charge will be levied. If the works take an hour or less, a refund will be issued following the completion of works.
- Failure to pay on time will result in interest and administration charges, which will be levied accordingly. - Standard Charges:
- Commercial clients: Charges are for up to two operatives and one van.
- Domestic clients: Charges are for one operative and one van.
If additional equipment, operatives, or vans are required, charges will be prorated.
Confined space entry is not included in standard works and will be charged as required or agreed upon. - Standby Charges (Access Not Available):
- For commercial clients, if access isn’t available or teams are told to standby, LDF will charge a fee of £35 per operative per hour, along with the cost for any hired plant or equipment, unless agreed otherwise in writing.
- For domestic clients, if access isn’t available or teams are told to standby, LDF will charge at the standard hourly rate per operative per hour, along with the cost for any hired plant or equipment, unless agreed otherwise in writing. - Breaks & Site Duration:
Engineers are permitted to a lunch break and two 15-minute breaks when on site for a full day. - Parking Charges:
If parking is not provided by the client, time spent finding a parking space will be chargeable. - Key Collection Charges:
- If asked by the client or their representative to collect keys from a different location than the site of the works, our chargeable time will begin when the keys are collected and will end when the keys are returned.
- We recommend that clients meet our service team on-site to provide access and avoid this additional charge.
Cancellation Periods and Costs for Failed Access
Appointments must be cancelled 24 hours (one working day) prior to planned visits. Anything less than this will result in a no access charge.
If materials are purchased for a job, clients will be liable to pay 30% of material charges, and the full hire cancellation charges if charge applies, if less than 72 hours cancellation notice is given (3 working days).
Callouts / Reactive / Blockages
No responsibility for faulty pipework (pipework in poor condition, including, but not limited to, ill fitted pipework, fittings, joints and alike).
No responsibility for faulty / ill-fitted pipework in concealed environments.
Disinfectant / parts / materials / consumables are charged at an extra cost, our callout rates are for labour only unless otherwise agreed in writing.
No guarantee is issued unless explicitly outlined in writing by the attending engineer.
All labour prices charged are contained within our current price list (available upon request).
To supply and fit a trench plate or manhole cover will be subject to further charges if agreed (trench plate agreement form is required to be signed). If client refuses to sign or agree terms for protecting and open/dangerous hole / manhole, the client will take immediate responsibility to supply adequate and suitable protection.
If a tanker is required, client is required to sign / agree a tanker agreement form. Charge starts from the time engineer/s arrive on site, this includes anytime taken to complete RAMS and prework site inspection.
Completion report, images and job comments / recommendations will form part of the job, charge time stops once the technician has secured a signature following the completion of job report.
Lining / Patches
No post works footage will be recorded unless explicitly requested / agreed pre works.
Costs may be subject to change should condition of drainage have changed since the survey / report.
Lining and patching can be subject to fair weather.
Each liner installed will be charged at a minimum of 5 mtrs per liner. Unless advised in writing otherwise.
Liners out to a public sewer are subject to a minimum charge of 10 mtrs. Regardless of length installed. if A 3rd party contactor works on the drainage system where we have previously installed liner
London Drainage Facilities are not liable for further faults associated.
Installation of liner is down to liners discretion if liner if safe to install all prices supplied are based of CCTV report, if there are unforeseen circumstances or changes we will have to change method / price.
Excavations
Clients are requested to provide a map of all underground services prior to works beginning to prevent delay, if no maps are provided, additional charges may be levied for any delays.
All excavation works are subject to a service scan pre-start.
All quotations allow for breaking through concrete up to 125 mm with no re-bar.
If reinforcement bar is found, an additional fee will be quoted as this would be an unforeseeable event. All prices quoted are based upon full working days with lunch breaks already omitted from costs.
Obstructions in the ground (concrete / metal) may be subject to additional charges to remove as this will be considered as an unforeseen extra.
All manhole cover installs will be left with a concrete finish unless explicitly agreed otherwise.
On occasion, trial-holes may be required before agreeing an excavation cost. Trial-hole prices can vary and are available upon request.
If un-chartered services located during excavations effects the installation / repair program, the job and costing may be subject to re-numeration and charge up until that point will be applied/levied accordingly.
No allowance has been made for restricted working hours unless specially agreed in writing before the commencing of contract / works. If work hours restrictions are applied during any planned agreed works, works will be subject to re-numeration by the managing surveyor.
All excavation works may be subjected to additional costs for the inclusion of regulatory design work to ensure safety of the excavation in regard to the working operatives, property and people in the area.
Quotation Validity
All quoted / priced works are held for 60 days from the initial issuing of the quote.
Prices can be subject to change if site conditions change.
Price from a Third-Party Report / Information
All prices are subject to information supplied.
Prices may be subject to change if the information supplied from a third party is found to be incorrect.
Guaranteed Price Match Promise
At London Drainage Facilities, we are committed to offering exceptional value and service.
Our Guaranteed Price Match Promise means that if you receive a like-for-like written quotation OR Pre Planned Maintenance (PPM) proposal from another reputable service provider, we will match their price.
To qualify for the Price Match Promise, the following conditions apply:
• The competing quotation must be current, valid, and provided in writing, detailing a comparable scope of work, materials, service level, and response times.
• The competitor must be a legitimate, VAT-registered UK business operating in the drainage or plumbing sector.
• The quotation must not be part of a promotional offer, time-limited discount, or include unqualified labour or non-standard materials.
• The quotation must comply with London Drainage Facilities health and safety regulations which include and/or are not limited to safe working methods, practical and safe access to all working areas, the provision and use of appropriate safety equipment and adherence to all relevant statutory requirements.
London Drainage Facilities reserves the right to verify the competitor’s quotation and to decline a price match where the quotation does not meet the above criteria or where we reasonably believe the standard of service is not comparable.
CCTV Works
Surveys can only be undertaken where access permits.
Survey will include a basic flush through of up to a maximum of 10% loose debris.
We will not remove obstructions, but we will report on obstructions, scale, defects and high volumes of debris.
Following a CCTV survey the engineer will upload the CCTV to the cloud and draw maps from within the van, the time to complete this process will be chargeable.
LDF reserve the right to withhold a client’s report until associated invoices for works are settled.
Tanker / Vacuum Lorry Works
All charges are subject to details contained within our tanker agreement form, or written quotation if provided alternatively.
LDF cannot confirm a final cost for liquid waste removal / disposal if the client cannot advise of specific removal details (including, but not limited to, volume and waste type).
Tanker works may be subject to site protection if delicate surfaces are between the lorry and the point where the waste is being removed from.
Service / Maintenance Contracts
LDF will provide unlimited free of charge callouts to serviced pipework unless the service plan states otherwise.
Single WC pan blockages are not included in the ‘Free Call-Out Promise’.
Signed/agreed service / maintenance contracts will have a ‘Fixed Price Promise’ for 5 years.
PPM contracts have a minimum term of 12 months, after this the contract will remain rolling unless cancelled in writing at least 3 months before the next service date.
Service / maintenance contracts are invoiced per service, not annually.
Contract prices are shown as per visit.
Frequency of contract is shown within contract details.
If client requests for service / maintenance contracts to be carried out less frequently than recommended by LDF, then ‘Free Call-Out Promise’ will only last for the recommended time, following this time period callouts will be chargeable until the next service / maintenance clean is carried out.
Misuse of the drainage system will result in ‘Free Call-Out Promise’ becoming void and will be chargeable.
Lead & Copper pipe work cannot be fully descaled – lead & Copper is a soft material and a full descale carries high risks of damage. During service/maintenance cleans, such pipework will always be a moderate clean to avoid unnecessary issues.
Complaints
A complaint is normally handled immediately via phone call. However, if we cannot resolve the issue immediately, the following will take place: Client must detail their complaint in writing within 48 hours of the issue arising. Client will be given a case number. Case will be responded to and resolved within a timely manner.