Scope and Application of Terms and Conditions
These Terms and Conditions constitute the entire agreement between the Company and the Client and supersede all prior agreements, negotiations, representations or understandings, whether written or oral, relating to their subject matter. These Terms and Conditions apply to all works and services provided by the Company to the client, whether arising from a quotation, work order, instruction, or otherwise.
By authorising the commencement of any works, the Client agrees to be bound by these Terms and Conditions.
Where any quotation, specification, or written agreement issued by the Company contains specific terms or conditions expressly to apply to a particular job, those specific terms shall take precedence only to the extent of any inconsistency, and all remaining provisions of these Terms and Conditions shall continue to apply. Where the client is a consumer and has entered into this agreement remotely (including by telephone or online), they have the right to cancel within fourteen (14) days of the agreement being formed, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Where the consumer has expressly requested that Services commence within that 14-day period and has been informed that the right to cancel is thereby lost upon commencement, the cancellation right shall cease upon the start of the Services.
Definitions
In these Terms and Conditions, the following words and expressions shall have the meanings set out below:
‘Client’ – means the person, Company, or organisation instructing the Company’s services.
‘Company’ – means London Drainage Facilities Ltd (Company No. 05419271) OR Blockbusters Contracts Ltd (Company No. 02992653), registered in England and Wales. References to ‘the Company’ in these Terms and Conditions shall mean whichever of the two entities issued the relevant quotation or received the work order or instruction from the Client. The Terms and Conditions shall be binding between the Client and
the contracting entity.
‘Force Majeure Event’ – means any event or circumstance beyond the Company’s reasonable control which prevents or delays the performance of the Services, including those described in the Force Majeure clause
‘Quotation’ - means any written estimate, proposal, or price issued by the Company for the provision of Services.
‘Reactive Works’ – means unscheduled, emergency, or response-based Services, including call-outs and blockage clearance.
‘Services’ – means the works, services, attendance, supply of labour, equipment, materials, reporting, or documentation provided by the Company, whether planned, reactive, or instructed otherwise.
‘Site’ – means any location at which the Services are to be carried out.
‘Standby’ - means time spent by the Company’s operatives waiting, paused, or unable to proceed with the Services due to Client instruction, delay, or circumstances outside the Company’s control
‘Third-Party Information’ – means any reports, surveys, drawings, specifications, records, or information supplied by the Client or by others on the Client’s behalf.
Interpretation
Unless the context otherwise requires:
a. Words in the singular include plural and vice versa.
b. References to any statute or statutory provision include any amendment, replacement, or re-enactment.
c. Headings are for convenience only and do not affect interpretation.
d. References to ‘including’ or ‘include’ shall be construed without limitation.
e. References to writing include email and other electronic communications.
General Terms and Conditions
1. Charges, Payment and Credit Control
1.1. All charges are exclusive of VAT and any applicable congestion, toll, access, or statutory charges, which shall be charged at the prevailing rate applicable at the time the Services are carried out.
1.2. Unless otherwise agreed in writing prior to the completion of the Services, payment is due within thirty (30) days of completion of the works.
1.3. All payments shall be made in full without any set-off, counterclaim, deduction or withholding.
1.4. For first-time Clients and domestic customers, payment may be required in advance of the commencement of the Services, unless an alternative payment arrangement has been agreed in writing prior to commencement. For reactive call-outs, a minimum charge equivalent to two (2) hours shall apply. Where the Services are completed in less than one (1) hour, any overpayment shall be refunded following completion of the works.
1.5. If payment is not received by the due date, the Company reserves the right to:
1.5.1. Charge interest on overdue amounts at the rate of 8% per annum above the Bank of England base rate, in accordance with the Late Payment of Commercial Debts (Interest) Act 1998, calculated on a daily basis from the due date until payment is received in full. For consumer
contracts, interest shall be charged at a rate that is fair and proportionate having regard to the circumstances;
1.5.2. apply a fixed administrative charge of £50 per overdue invoice, which the parties acknowledge represents a genuine pre-estimate of the administrative costs incurred by the Company in the management and processing of overdue accounts;
1.5.3. recover all reasonable costs incurred in the recovery of overdue sums, including (without limitation) debt collection agency fees, legal costs, and associated expenses; and
1.5.4. suspend the provision of Services, whether ongoing or future, until all outstanding amounts have been paid in full, without liability to the Client.
1.6. Charges shown on the Company’s standard price list include the provision of up to one (1) engineer, one (1) assistant, and one (1) vehicle. Where additional engineers, assistants, vehicles or specialist equipment are required, charges shall be applied on a pro-rata or agreed basis.
1.7. Entry, access, lifting, or specialist equipment is not included as part of standard Services and shall be charged separately where required or agreed.
1.8. The Client acknowledges that engineers are entitled to take reasonable rest and lunch breaks, which may occur during attendance on site.
1.9. Where the Company is instructed to collect or return keys from a location other than the site of the works, chargeable time shall commence upon key collection and end upon return of the keys. To avoid such charges, the Company recommends that access is provided directly at the site by the Client or their representative.
1.10. Payment shall be made by such methods as the Company may specify from time to time, including bank transfer, debit or credit card, or direct debit. Payment shall be deemed to have been made only when the Company has received the relevant funds in full in cleared funds. Where a card payment, direct debit, or other payment instruction is declined, dishonoured, or otherwise fails for any reason, the Company reserves the right to charge a fixed administrative fee of £25 per failed payment, in addition to any other charges or remedies available to the Company under these Terms and Conditions.
1.11. For larger or higher-value works, including (without limitation) lining, patching, and excavation works, the Company reserves the right to require a deposit prior to commencement and/or to invoice the Client in stages by reference to agreed project milestones. The applicable deposit or payment schedule shall be set out in the relevant quotation or written agreement.
1.12. The Company may, at its discretion, set, review, or vary a credit limit applicable to any Client account, having regard to the Client’s payment history and such credit assessment as the Company considers appropriate. The Company reserves the right to require payment in advance, reduce an existing credit limit, or amend payment terms where a Client’s account exceeds its credit limit or where the Company reasonably considers the Client’s creditworthiness to have deteriorated.
1.13. Where the Client disputes any part of an invoice in good faith and notifies the Company in writing of the specific item and reason for the dispute within a reasonable time of receipt, the Client shall pay the undisputed balance of the invoice by the original due date. Payment of the disputed amount shall be made promptly following resolution of the dispute.
1.14. Where, during the course of any Services, the Company identifies additional works, materials, or costs not included within the original quotation or work order (a “Variation”), the Company shall, where reasonably practicable, notify the Client of the nature and estimated cost of the Variation before proceeding. Save in cases of emergency, or where the Client or its representative is not reasonably contactable, works giving rise to a chargeable Variation shall not proceed until the Client has confirmed acceptance, and the Client shall be liable for the cost of any Variation it has accepted or, in an emergency, that was reasonably necessary to make the site safe or prevent further damage.
2. Cancellation Periods and Costs for Failed Access
2.1. All appointments, attendances, and works must be cancelled no later than forty-eight (48) hours prior to the scheduled attendance. Where cancellation is received with less notice, or where access is unavailable upon arrival, the Company reserves the right to apply the following charges, which apply to all works (including planned, reactive, weekend, and out-of-hours works):
2.1.1. Less than 24 hours’ notice or no access on arrival: 100% of the planned charge
2.1.2. 24-48 hours’ notice: 50% of the planned charge
2.1.3. For reactive call-outs, where access is unavailable or the Services cannot proceed for reasons outside the Company’s control, a minimum charge equivalent to one (1) hour shall apply.
2.1.4. For the avoidance of doubt , nothing in this clause affects the statutory cancellation rights of consumers as set out in the Scope and Application of these Terms & Conditions.
2.2. Where the Company’s operatives attend site but are instructed to stand by, are unable to proceed, or are prevented from carrying out the Services due to Client instruction, delay, or lack of access, the Company may charge a standby rate at the Company’s standard hourly rate per operative or assistant per hour, together with the full costs of any hired plant, equipment, or specialist resources, unless otherwise agreed in writing in advance.
3. Quotation Validity and Price Basis
3.1. Unless expressly stated otherwise in writing, any quotation issued by the Company is valid for ninety (90) days from the date of issue and is subject to availability of labour, materials and resources.
3.2. The Company reserves the right to withdraw or revise any quotation where works have not commenced within the quotation validity period.
3.3. All quotations are based on the site conditions, scope, and information reasonably apparent or made available at the time of quotation. Where site conditions differ from those anticipated, or where additional works, access requirements, risk, or constraints are identified, the Company reserves the right to revise the price accordingly. Where a revised price is proposed, works shall not recommence until the Client has confirmed acceptance of the revised price in writing.
4. Third-Party Information and Report Reliance
4.1. Where any quotation, scope, or pricing is based wholly or partly on information, reports, drawings, surveys, specifications, or instructions supplied by the Client or by a third party on the Client’s behalf, the Company shall be entitled to rely on the accuracy and completeness of that information
4.2. If any such information is found to be inaccurate, incomplete, misleading, or materially different from actual site conditions, the Company reserves the right to revise the quotation, pricing, programme, or scope of the Services, and shall not be liable for any resulting delay or additional cost.
5. Complaints Procedure
5.1. The Company aims to resolve any complaint promptly and informally, where possible, including via telephone discussion at the time the issue arises.
5.2. Where a complaint cannot be resolved immediately, the Client is encouraged to submit the complaint in writing as soon as reasonably practicable, and ideally within forty-eight (48) hours or as soon as reasonably practicable after the issue arises, providing sufficient detail to allow proper investigation. For avoidance of doubt, nothing in this clause shall restrict a consumer’s statutory rights or remedies under the Consumer Rights Act 2015, the Digital Markets, Competition and Consumers Act 2024 or any other applicable consumer protection legislation.
5.3. Upon receipt of a written complaint, the Company shall issue a case reference number and investigate the matter.
5.4. The Company shall respond to the complaint within a reasonable timeframe, considering the nature and complexity of the issue, and shall use reasonable endeavours to reach a resolution.
6. Limitation of Liability
6.1. Nothing in these Terms and Conditions shall exclude or limit the Company’s liability for death or personal injury caused by its negligence, fraud or fraudulent misrepresentation, or any other liability which cannot be excluded or limited by law.
6.2. Subject to the preceding paragraph, the Company’s total aggregate liability to the client arising out of or in connection with the Services, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall not exceed £10,000,000. For consumer contracts, this limitation shall not apply where it would restrict or remove a statutory right or remedy available to the consumer under applicable law.
6.3. The Company shall not be liable to the Client for any indirect or consequential loss, or for any loss of profit, revenue, business, contracts, goodwill, anticipated savings or business interruption arising out of or in connection with the Services.
6.4. If the Client is acting as a consumer, nothing in these Terms and Conditions shall affect their statutory rights under the Consumer Rights Act 2015. The Company will carry out Services with reasonable care and skill and within a reasonable time, in accordance with applicable law.
6.5. London Drainage Facilities Ltd and Blockbusters Contracts Ltd are separate legal entities. Notwithstanding the use of the defined term ‘Company’ to refer to either entity, the Client’s contract is solely with whichever entity issued the relevant quotation or accepted the relevant work order or instruction, and that entity alone shall be liable to, and entitled to enforce these Terms and Conditions against, the Client in respect of the relevant Services. Neither entity guarantees or accepts liability for the obligations of the other.
7. Health, Safety, and Client Obligations
7.1. The Client shall ensure that all sites where the Services are to be carried out are safe, compliant, and suitable for the works, and shall provide the Company with safe access and egress at all relevant times.
7.2. The Client must disclose to the Company in advance all known or reasonably foreseeable hazards, risks, restrictions, or site conditions which may affect the safe carrying out of the Services, including (without limitation) asbestos, confined spaces, structural instability, live services, contamination, or unsafe access arrangements.
7.3. The Client shall ensure that the site complies with all applicable health and safety legislation, regulations, and site rules, and that any required induction, permits, or authorisations are made available prior to commencement of the Services.
7.4. The Company reserves the right to suspend or stop the Services immediately where, in its reasonable opinion, site conditions are unsafe, non-compliant, or present a risk to health and safety. The Company shall not be liable for any delay arising from such suspension.
7.5. Where the Services are suspended, delayed, or aborted due to unsafe or non-compliant site conditions, lack of disclosure, or failure by the Client to meet its obligations under this clause, the Company reserves the right to charge for attendance, standby time, aborted visits, and any associated costs, in accordance with these Terms and Conditions.
8. Force Majeure
8.1. The Company shall not be liable for any delay, failure, or interruption in performance of the Services where such delay or failure arises as a result of events, circumstances, or causes beyond its reasonable control (Force Majeure Event).
8.2. Force Majeure Events shall include, but are not limited to:
8.2.1. Extreme or adverse weather conditions
8.2.2. Flood, fire, or natural disaster
8.2.3. Failure or interruption of utilities or transport networks
8.2.4. Supply chain disruption or material shortages
8.2.5. Vehicle breakdowns or unavailability not caused by the Company’s negligence
8.2.6. Acts or omissions of third parties, subcontractors, or suppliers
8.2.7. Industrial action, strikes, or lockouts (including utility or transport strikes)
8.2.8. Governmental action, regulation, or restriction
8.3. Where a Force Majeure Event occurs, the Company shall be entitled to a reasonable extension of time for the performance of the affected Services and shall not be liable for any resulting delay or failure to meet agreed timescales.
8.4. Nothing in this clause shall affect the Client’s obligation to pay for Services already provided or for costs properly incurred prior to or as a result of the Force Majeure Event.
9. Price Reviews and Variations
9.1. The Company reserves the right to review the prices charged for all Services, including service and maintenance contracts, on an annual basis.
9.2. Where a price review is carried out, any increase to ongoing or rolling contract prices shall not exceed the percentage change in the Consumer Price Index (CPI) as published by the Office for National Statistics for the twelve-month period immediately preceding the review date, unless otherwise agreed in writing between the parties.
9.3. The Company also reserves the right to revise prices at any time where:
9.3.1. (a) the cost of materials, consumables, or specialist equipment increases above the level applicable at the time the relevant quotation or contract was formed, through circumstances outside the Company’s reasonable control;
9.3.2. (b) any change in applicable law, regulation, or statutory requirement directly increases the cost of providing the Services; or
9.3.3. (c) the waste classification or treatment requirements applicable to tanker or liquid waste services change as a result of a regulatory decision or reclassification.
9.4. In all cases, the Company shall give the Client not less than thirty (30) days written notice of any proposed price increase before it takes effect. Where a price increase is proposed under (a), (b), or (c) above, the Client shall have the right to terminate the contract without penalty by providing written notice to the Company within fourteen (14) days of receiving notification of the increase.
9.5. For the avoidance of doubt, nothing in the clause affects the Client’s obligation to pay for services already rendered at the previously agreed price.
10. Materials
10.1. Ownership of any materials, goods, or equipment supplied by the Company shall remain with the Company until full payment has been received in cleared funds. Until such time, the Client shall hold such materials as bailee for the Company and shall keep them stored safely and identifiable.
10.2. At any time before ownership has passed to the Client, the Company may, without liability to the Client, require the Client to deliver up any such materials, goods, or equipment which have not been fixed, installed, or irreversibly incorporated into the Site, and if the Client fails to do so
promptly, the Company and its agents may, upon giving reasonable notice, enter any premises where such items are stored for the purpose of recovering them.
11. Insurance
11.1. The Company shall maintain appropriate insurance cover, including public liability insurance, at levels considered appropriate for the nature and scale of the Services provided.
12. Work Guarantee and Defects Notification
12.1. Subject to clause 7 (Health, Safety, and Client Obligations) and the service-specific exclusions set out elsewhere in these Terms and Conditions, the Company guarantees workmanship on completed works for a period of twenty-eight (28) days from the date of
completion. This guarantee does not apply to reactive, blockage clearance, or call-out works carried out on a best-endeavours basis as described in clause 23 (Callouts/Reactive Works/Blockages), nor to defects arising from misuse, third-party interference, pre-existing conditions, or works carried out by others.
12.2. The Client should inspect completed works as soon as reasonably practicable and notify the Company in writing of any defect within the guarantee period referred to above, providing sufficientdetail and access to allow the Company to investigate. For the avoidance of doubt, nothing in this clause restricts a consumer’s statutory rights under the Consumer Rights Act 2015.
13. Termination
13.1. The Company may terminate or suspend the provision of Services immediately by written notice if:
13.1.1. the Client commits a material breach of these Terms and Conditions and (where capable of remedy) fails to remedy that breach within seven (7) days of written notice; or
13.1.2. the Client becomes insolvent, enters into liquidation, administration, or any arrangement with creditors.
13.2. The Client may terminate Services by written notice where the Company commits a material breach and fails to remedy it within a reasonable period.
13.3. Termination shall not affect any accrued rights, remedies, or liabilities of either party.
13.4. Either party may terminate any ongoing service or maintenance contract (other than a Pre- Planned Maintenance agreement, which is subject to the notice requirements set out in the Service and Maintenance Contracts clause) by giving not less than thirty (30) days’ written notice to the other party.
14. Notices
14.1. Any notice given under these Terms and Conditions shall be in writing and shall be delivered by hand, sent by pre-paid first-class post, or sent by email to the address of the receiving party.
14.2. A notice shall be deemed received:
14.2.1. if delivered by hand, at the time of delivery;
14.2.2. if sent by post, two (2) working days after posting; and
14.2.3. if sent by email, at the time of transmission, provided no delivery failure notification is received.
15. Dispute Resolution
15.1. In the event of any dispute arising out of or in connection with the Services or these Terms and Conditions, the parties shall first use reasonable endeavours to resolve the matter through good faith discussions.
15.2. If the dispute cannot be resolved within fourteen (14) days of written notification of the dispute, either party may refer the matter to mediation in accordance with the Centre for Effective Dispute Resolution (CEDR) Model Mediation Procedure or such other mediation procedure as the
parties may agree.
15.3. Unless otherwise agreed, the mediator shall be appointed by CEDR and the costs of mediation shall be shared equally between the parties.
15.4. Nothing in this clause shall prevent the Company from:
15.4.1. Taking legal action to recover any undisputed debt; or
15.4.2. Seeking injunctive or other urgent relief from the courts.
15.5. If the dispute is not resolved through mediation within thirty (30) days of the mediator’s appointment, either party may commence legal proceedings.
16. Data Protection
16.1. The Company will process any personal data provided by or obtained from the Client in connection with the Services in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
16.2. Personal data will be used solely for the purposes of delivering the Services, administering the Client’s account, and meeting the Company’s legal obligations.
16.3. The Company’s Privacy Notice, which sets out how personal data is collected, used, stored, and protected, is available on request or at https://www.london-drainage.com/privacy-policy/.
16.4. By entering into an agreement with the Company, the Client acknowledges that personal data will be processed on this basis.
17. Intellectual Property
17.1. All intellectual property rights in any reports, surveys, drawings, CCTV footage, documentation, or other materials produced by the Company in the course of providing the Services shall remain vested in the Company unless otherwise agreed in writing.
17.2. Upon receipt of full payment of all sums due, the Company grants the Client a non- exclusive, non-transferable licence to use such materials for the purposes for which they were produced.
17.3. The Client shall not reproduce, distribute, or otherwise use such materials for any other purpose without the Company’s prior written consent.
18. Sub-Contracting
18.1. The Company reserves the right to sub-contract the whole or any part of the Services to suitably qualified and competent third parties.
18.2. The Company shall remain responsible to the Client for the performance of any sub- contracted element of the Services and shall ensure that any subcontractor engaged is subject to obligations consistent with those owed by the Company to the client under these Terms and
Conditions.
18.3. The Client shall not assign, transfer, or sub-contract any of its rights or obligations under these Terms and Conditions without the prior written consent of the Company.
19. No Reliance
19.1. The Client acknowledges that it has not relied on any statement, representation, assurance or warranty that is not set out in these Terms and Conditions.
20. Variation (Contract Changes)
20.1. No variation or amendment to these Terms and Conditions shall be valid unless agreed in writing and signed by an authorised representative of the Company.
21. Severability
21.1. If any provision of these Terms and Conditions is held to be invalid, unlawful, or unenforceable, it shall be deemed modified to the minimum extent necessary to make it valid and enforceable.
21.2. If such modification is not possible, the provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.
22. Governing Law & Jurisdiction
22.1. The Terms and Conditions and any dispute or claim arising out of or in connection with them, their subject matter, or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of England and Wales.
22.2. The parties irrevocably submit to the exclusive jurisdiction of the courts of England and Wales.
22.3. Where the Client is a consumer, nothing in this clause shall restrict the consumer’s right to bring proceedings in the courts of the jurisdiction in which they are domiciled, in accordance with applicable law.
Service-Specific Terms and Conditions
23. Callouts/Reactive Works/Blockages
23.1. The Client accepts that reactive drainage and blockage clearance works are undertaken in environments where pipework condition is often unknown. The Company shall not be responsible for failure, damage, or ineffective outcomes arising from pre-existing defects, including (without
limitation) poor condition, age-related deterioration, defective design, ill-fitted pipework, joints, connections, or materials.
23.2. No responsibility is accepted for defects or failures within concealed, inaccessible, or non-visible pipework, or for latent defects that could not reasonably be identified prior to or during the Services.
23.3. Reactive works are non-destructive by default. The Company shall not carry out destructive investigation, exposure, or removal of structures unless expressly agreed in writing in advance. No liability is accepted where access limitations or non-destructive constraints prevent successful
resolution.
23.4. Provision of sheeting for the immediate area where the Services are being completed is included in the cost of the Services. Additional sheeting, surface protection, or environmental protection measures are chargeable in addition to standard labour rates unless expressly included
in a written quotation.
23.5. Call-out rates apply to labour, water jetting and electro-mechanical coring machinery only unless otherwise agreed in writing. Parts, materials, disinfectants, consumables, specialist equipment, and disposal costs shall be charged in addition.
23.5.1. Where additional parts or materials are required during a reactive call-out, any time spent travelling to obtain such items shall be chargeable and treated as working time.
23.5.2. Where high-pressure water jetting (HPWJ) equipment is used, time required to refill the unit with water shall be chargeable where refilling is necessary to complete works. HPWJ units cannot be transported at full capacity due to vehicle weight restrictions.
23.6. No guarantee or warranty is given or implied in respect of call-outs, reactive works, or blockage clearance, due to the unknown, concealed, and often degraded condition of drainage systems and pipework.
23.6.1. The Company does not guarantee:
23.6.1.1. Successful clearance of blockages
23.6.1.2. Continued flow or performance following attendance
23.6.1.3. Prevention of recurrence
23.6.1.4. Outcomes where defects, damage, poor installation, design limitations, or deterioration pre-exist
23.6.1.5. Outcomes where access, non-destructive limitations, or site conditions restrict the works.
23.6.2. All such services are carried out on a best endeavours basis only.
23.6.3. Nothing in this clause affects the Company’s obligation to carry out works with reasonable skill and care, but for the avoidance of doubt, this shall not be construed as a guarantee of outcome or performance.
23.7. The Company’s total liability arising from call-out or reactive works shall be subject to clause 6 (Limitation of Liability). For avoidance of doubt, liability is capped and indirect or consequential losses, including loss of profit, business interruption, and third-party losses, are excluded.
23.8. Call-out charges are in accordance with the Company’s current price list (available on request). Chargeable time commences upon arrival on site and includes dynamic risk assessment completion and pre-work inspections. Time ceases once the completion report has been completed
and signed.
23.9. Where trench plates or manhole covers are required or any other site safety precautions are required to be left on site, additional charges shall apply. If the client refuses to agree the required protection measures, the Company reserves the right to suspend or abort the works. The Client shall be responsible for any additional costs, aborted visit charges, and delays arising from such
refusal. For avoidance of doubt, nothing in this clause shall relieve the Company of its own statutory obligations under the Health and Safety at Work etc. Act 1974 and any other applicable legislation.
23.10. Call-out charges remain payable where blockages cannot be cleared due to limitations outside the Company’s control, including defective, ill-fitted, collapsed, or inaccessible pipework.
24. Lining and Patching Works
24.1. All lining and patching works are priced based on survey information available at the time. Costs may be revised where drainage condition has changed since the survey.
24.2. Post-installation CCTV footage is not included unless expressly requested and agreed in writing prior to works.
24.3. Lining and patching works are subject to suitable weather conditions. Adverse weather, groundwater, or flow conditions may delay or prevent works without liability.
24.4. Each liner installed is subject to a minimum charge of 5 metres per liner, unless confirmed otherwise in writing.
24.5. Liners extending to a public sewer are subject to a minimum charge of 10 metres, regardless of installed length.
25. Excavation Works
25.1. Clients may be required to provide records of underground services prior to works. Where records are unavailable or incomplete, the Company reserves the right to undertake drainage mapping or charge for delays.
25.2. All excavation works are subject to a pre-start service scan.
25.3. Quotations allow for breaking concrete up to 125mm depth without reinforcement. Reinforcement, obstructions, or unforeseen materials constitute a variation.
25.4. Concrete, metal, obstructions, or uncharted services discovered during excavation may result in additional charges and reassessment of programme and cost.
25.5. Trial holes may be required prior to agreeing excavation costs. Prices are available on request.
25.6. No allowance is made for restricted working hours or additional regulatory design unless agreed in writing.
25.7. Additional safety design or support systems may be chargeable where scope of conditions change.
25.8. If asbestos or suspected asbestos is identified, works shall cease immediately. No liability is accepted for delay or cost arising from asbestos management or removal.
26. CCTV Works and Reporting
26.1. CCTV surveys can only be undertaken where access permits.
26.2. Surveys include a basic flush of up to 5% loose debris only. Obstructions are reported but not removed unless agreed separately.
26.3. Time spent uploading footage, images, drawing site maps and documentation is chargeable. The engineer may complete this in the Company’s vehicle or an agreed location with the Client.
26.4. The Company reserves the right to withhold reports, images, footage, or documentation until all associated invoices are paid in full. This clause applies to business clients only; its application to consumer clients shall be subject to applicable consumer protection legislation, including the Consumer Rights Act 2015.
27. Tanker / Vacuum Lorry Works
27.1. All tanker and vacuum lorry works are subject to the terms of the applicable tanker agreement or written quotation, and these Terms and Conditions to the extent they are not inconsistent with that agreement.
27.2. The Company holds the necessary waste carrier licences and environmental permits required to carry out tanker operations in England and Wales. All works carried out in accordance with the Environmental Permitting (England and Wales) Regulations 2016 and the duty of care
provisions of the Environmental Protection Act 1990.
27.3. The Client is responsible for providing accurate and complete information regarding the nature, composition, and classification of any waste to be collected, transported, or disposed of. Where waste is incorrectly described or classified by the Client, the Client shall bear full
responsibility for any resulting regulatory liability, additional costs, or penalties arising from incorrect disposal or treatment.
27.4. Final disposal costs cannot be confirmed until the final load has been transferred and accepted at the designated disposal or recycling facility. Any variance between estimated and actual disposal costs shall be recharged to the Client at cost, by way of a supplementary invoice issued once the final disposal cost is known, payable in accordance with clause 1 (Charges, Payment and
Credit Control).
27.5. Where waste is classified as hazardous under the Hazardous Waste (England and Wales) Regulations 2005, appropriate consignment notes will be completed and retained in accordance with statutory requirements. A copy will be provided to the Client upon request.
27.6. The Company shall not be liable for delays, additional costs, or non-acceptance of loads arising from incorrect waste classification or from the refusal of a disposal or recycling facility to accept a load.
28. Service and Maintenance Contracts
28.1. Free call-outs apply only after completion of the first scheduled PPM visit and only to serviced pipework, unless stated otherwise in the service plan.
28.2. Single-serving pipework is not included within the Free Callout Promise, and misuse of the drainage system will void the agreement.
28.3. Contracts are invoiced per visit. Frequency is as stated in contract details.
28.4. Where servicing is carried out less frequently than recommended, free call-outs apply only for the recommended period.
28.5. Certain pipework materials (including lead) cannot be fully descaled safely. Cleans will be limited to a moderate level to avoid damage.
28.6. Pre-Planned Maintenance (PPM) agreements run continuously until cancelled by either party and have a minimum term of twelve (12) months. Service intervals are set out in the agreed service schedule. Prices may be subject to change in accordance with this clause.
28.7. Cancellation of a PPM agreement must be made in writing to the Company’s contracts manager with at least sixty (60) days’ notice prior to the next scheduled service. Failure to provide the required notice will incur cancellation charges.
28.8. Where the Client fails to allow the Company to complete works at the intervals set out in the service schedule, the Company reserves the right to cancel the agreement.
28.9. The Company will report any defects found or suspected within the drainage systems covered by the PPM agreement. The Company cannot guarantee to clear blockages in damaged or broken pipework.
28.10. Site access: the Client shall ensure safe and reasonable access to the subject drainage at each scheduled visit. Where access cannot be provided, the Company reserves the right to charge an aborted-visit fee and reschedule the visit subject to availability.
28.11. Liability: the Company’s liability under a PPM agreement is limited to the direct cost of remedial works under that agreement and does not extend to consequential loss, business interruption, or damage to third-party property arising from pre-existing defects not previously
reported to the Company. This clause operates alongside, and does not replace, the general clause 6 (Limitation of Liability).
28.12. Pricing review: PPM agreement pricing is subject to review in accordance with the Price Reviews and Variations clause of these Terms and Conditions. For the avoidance of doubt, any CPI-linked annual increase shall apply to PPM agreement prices upon not less than thirty (30) days’
written notice.
28.13. Health and safety: the Client confirms that any site-specific risks, hazardous materials, or access restrictions known to them have been disclosed to the Company prior to the first scheduled PPM visit, in accordance with clause 7 (Health, Safety, and Client Obligations).
28.14. Governing law: PPM agreements entered into under these Terms and Conditions are governed by the laws of England and Wales, in accordance with clause 22 (Governing Law & Jurisdiction).
29. The LDF Promise
29.1. Where pipework is explicitly listed on the Client’s PPM schedule under a PPM agreement, call-outs relating to that pipework are covered at no additional charge. This cover applies only to pipework named within the agreed service schedule and does not extend to pipework, fittings, or
systems outside that schedule.
29.2. Where a call-out is assessed and confirmed by the Company as resulting from misuse, including (but not limited to) ingress of fats, oils and grease (FOG), blockage by foreign objects, unauthorised third-party works, or damage outside the Company’s control, standard call-out charges shall apply. The Company will provide written justification, with photographic evidence where possible, for any call-out assessed as chargeable under this clause.
29.3. The LDF Promise is conditional on the agreement remaining active and the PPM service schedule having been completed at the agreed intervals. Lapsed or cancelled agreements are not covered.