Drain Guys Terms and Conditions

We want your experience with The Drain Guys to be easy and stress-free. These simple terms explain how we work, what you can expect from us, and what we need from you.

1. What We Do

We provide drain unblocking, cleaning, jetting, repairs, CCTV surveys, and tanker services. We'll always explain the work needed and the cost before starting.

2. Prices & Quotes

• Your quote is valid for 30 days.
• Prices don't include VAT unless stated.
• If we discover something unexpected, for example a deeper blockage or damaged pipe, we'll explain the issue and any extra cost before continuing.

3. Payment

• Non-account customers must pay in advance for fixed-price work, repair work, and CCTV camera surveys. Callout and hourly-rate jobs are payable on completion of the works.
• Account clients: payment is due within 30 days after we start the job, unless agreed otherwise.
• Deposits may be required for certain jobs, especially larger or more complex works.
• You can pay by card, bank transfer, or any method we agree together.
• If a payment is late, we may charge interest as allowed by UK law and pause work until payment is received.

4. Cancelling or Changing Your Appointment

• Please give us at least 24 hours' notice if you need to cancel or move an appointment.
• If you cancel with less than 24 hours' notice, a cancellation fee may apply.

5. Access to Your Property

• Safe access to the drains.
• Permission to enter areas needed for the work.
• Information about any known problems, for example old pipes or previous issues.

If unsafe conditions stop us working, we may need to reschedule.

6. Parking, Permits & Charges

• The Drain Guys will cover congestion charges and reasonable metered parking where standard paid parking is available.
• If your property is in a restricted or permit-controlled parking area, you are responsible for providing or paying for any permit required for us to carry out the work.
• If we receive a parking ticket while carrying out work for you because suitable parking or a required permit was not provided, the cost of the parking ticket will be passed on to you.

7. Our Guarantee

• We promise to carry out work to a high professional standard.
• If we offer a guarantee on a specific job, we'll confirm this in writing.
• Any issues must be reported to us in writing within 30 days.

8. Limits of Our Responsibility

• Damage caused by existing faults in your drainage system.
• Waste or water escaping from a drain while we are jetting and attempting to clear the blockage. We will make our best attempts to clean the affected area, but you may need to arrange a specialist cleaning contractor at your cost.
• Loss of income, business interruption, or similar indirect costs.
• Delays caused by events outside our control, including weather, road closures, and similar events.

We always do our best to minimise disruption.

9. If You Have a Complaint

• Email us within 7 days of the work being completed.
• We'll investigate and get back to you within 14 days.

We always aim to resolve issues quickly and fairly.

10. How We Use Your Information

We follow UK data protection laws. We only use your details to provide our services and never share them without your permission unless required by law.