01603 339135Terms & Conditions
Please Read the following terms and conditions carefully before using our service. These terms outline the responsibilities, obligations, and expectations between Flow Plumbing & Drainage and our customers. By booking or using our service, you agree to be bound by these terms. If you have any questions, feel free to contact us for clarification.
Disclaimer
Legislation may change over time and the advice given is based on the information available at the time. It is not necessarily comprehensive and is subject to revision in the light of further information. Only the courts can interpret statutory legislation with any authority. This document is not intended to be a definitive guide to, nor a substitute for, the relevant law. Independent legal advice should be sought where appropriate.
Ultimately, it remains the responsibility of the business to ensure that it complies with all applicable legislation, and only the courts can interpret statutory legislation with any authority.
Business Details
Flow Plumbing and Drainage
Sole Trader: Neil Mackinder
Business Address: Hammond Way, Norwich, NR7 9HP
Telephone: 01603 339135
1. Formation of Contract
These Terms and Conditions (“Terms”) govern all work undertaken by Flow Plumbing and Drainage (“the Company” “we”, “us”) for the customer (“you” , “the Client”). By instructing us to proceed, you agree to these Terms. Any changes may be agreed verbally, in writing, or by email.
2. Quotations
All quotations remain valid for 90 days from the date of issue unless otherwise stated. Acceptance after this period may require reconfirmation.
3. Cancellations
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers have a right to cancel an off-premises or distance contract within 14 days of entering into it, without giving a reason.
Work will not begin during this 14-day cancellation period unless you have expressly requested that we begin.
If you cancel after work has started, you will only be responsible for reasonable, proportionate costs for the work completed to that point (e.g., travel, materials, and labour time). For business-to-business contracts, cancellation is only permitted with our written consent and subject to payment for all reasonable costs incurred up to that point.
4. Scope of Work
The work (“the Work”) will be as specified in our quotation, estimate, or written agreement. Any changes may be agreed verbally, in writing, or by email, and we can document them afterwards for clarity.
5. Delivery of Services
We will aim to deliver the Work within the agreed timeframe or otherwise within a reasonable period (typically within 30 days unless otherwise agreed).
If work is due to begin within the 14-day cancellation period, you must expressly request this and acknowledge that your cancellation rights will be limited accordingly.
Delays due to factors outside our control (e.g., adverse weather, traffic, strikes, or supply issues) do not constitute a breach of contract.
6. Inspection
You should inspect the completed Work promptly and report any defects as soon as reasonably possible.
Where necessary, we may need further access to the property to inspect and rectify any issues.
7. Pricing
a) Prices are as set out in our quotation or, if not specified, based on our standard rates (available on request).
Prices may be adjusted if costs increase due to external factors (e.g., materials, fuel, labour). If you are a consumer, you may cancel the contract without penalty if you do not accept the revised price.
b) 10% Discount applies on the first hour of a domestic call out for over 65's. Not valid with commercial Customers.
Minimum charge of £60 applies if work can not be completed due to circumstances beyond our control
8. Payment Terms
Invoices are due upon completion of the work unless otherwise agreed in writing.
Late payments (including by consumers) may incur interest at 3% above the Bank of England base rate, calculated daily until payment is received in full, plus reasonable recovery costs.
Returned or failed payments may incur administration charges.
You may not withhold payment except for genuine, documented disputes.
9. Disclosure of Relevant information
You must inform us of any site conditions or restrictions that may affect the Work, including hazards, health and safety concerns, or access issues.
10. Liability
a) We are not liable for damage caused by natural events (e.g., subsidence, erosion) or pre-existing defects.
b) If we are unable to complete the Work due to your actions or omissions, you will be responsible for reasonable costs incurred up to that point (e.g., travel, materials, and labour time). We do not exclude liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.
Our total liability is limited to the price paid for the Work, except where otherwise required by law.
c) If instructed to clear a blockage and it is discovered that the pipe is fractured, we will make reasonable efforts to clear it but accept no liability for failure to do so unless caused by our negligence.
11. Work Guarantee
We guarantee that:
- All goods supplied will be of satisfactory quality and fit for purpose;
- All services will be carried out with reasonable care and skill.
This guarantee:
- Applies only to the specific drains or areas worked on;
- Excludes damage or faults caused by misuse, wear and tear, negligence, or unauthorised alterations;
- Applies once full payment has been received;
- May be satisfied by refund, repair, or replacement at our discretion.
Manufacturer warranties apply where relevant.
This guarantee does not affect your statutory rights and does not expire after 30 days.
12. Customer Responsibilities
Unless otherwise agreed, you are responsible for:
- Removing any waste or debris extracted during the Work;
- Providing access to mains water and power;
- Obtaining any required permissions or permits for access.
13. Damage to our Equipment
You are liable for any loss of or damage to our tools or equipment resulting from your negligence or misuse.
14. General Provisions
Any waiver or variation must be agreed verbally, in writing, or by email and applies only to the specific instance.
These Terms are governed by the laws of England and Wales.
Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.
Additional Terms for Business Clients (Non-Consumers)
1. Entire Agreement
This Contract constitutes the entire agreement between us and supersedes all prior negotiations or representations.
2. Delivery Estimates
Goods and services will be provided within a reasonable timeframe (normally within 30 days unless otherwise agreed). Any dates provided are estimates.
3. Defects
You must notify us of any defects within 7 days of completion.
4. Payment Terms
All payments must be made in full without set-off or deduction. We may allocate payments against any outstanding invoices at our discretion.
5. Site Conditions
You are responsible for ensuring the site is safe and accessible, free from hazards, and that any required permissions or traffic measures are in place. Failure to comply may result in suspension of Work and liability for associated costs.
6. Additional Exclusions of Liability
We are not liable for:
- Economic or consequential loss, including loss of profits or business interruption;
- Reputational damage;
- Third-party claims.
All implied warranties are excluded to the fullest extent permitted by law.
7. Support Labour and Access
You must provide additional labour or equipment (e.g., scaffolding) if reasonably required.
8. Tenants
If you are a tenant, you must have your landlord's permission before any work is carried out.
9. Assignment
You may not assign or transfer this Contract without our written consent.
