Terms & Conditions
Last updated: September 2026
Please read these terms and conditions carefully before booking any service with Pipeline Drainage & Plumbing. By placing an order or booking a job, you confirm that you have read, understood, and agreed to these terms.
If you have any questions about these terms, please contact us before booking:
Pipeline Drainage & Plumbing
Correspondence address: 46 Maynard Close, Erith, Kent, DA8 2BQ
(Please note this address is for correspondence only — we do not have a public office.)
Email: pipelinedrainageandplumbing@gmail.com
Phone: 07950 184 262
1. Who We Are
Pipeline Drainage & Plumbing ("we", "us", "our") is a professional plumbing and drainage business operating in Erith and across Kent. In these terms, "you" and "your" refers to the customer receiving our services.
2. Our Services
We provide plumbing and drainage services as described on our website at pipelinedrainageandplumbing.com, including but not limited to:
- Drain unblocking, clearance, and jetting (residential and commercial)
- CCTV drain surveys and GPS drain mapping/tracing
- Drain repairs, lining, and patch repairs
- Drain replacement
- Tanker services, including gully and grease trap cleaning
- Commercial pressure washing
- Water main repairs
- General plumbing: installation and repair of pipes, showers, basins, toilets, outdoor taps, radiators, and other fittings
- 24/7 emergency call-outs
Full details of each service are available on our website. We reserve the right to update or adjust our services at any time. Where a change materially affects a booked job, we will notify you in advance.
3. Quotes and Pricing
3.1 Quotes are provided following a phone consultation, site visit, or CCTV survey, and are based on the nature and extent of the work identified at that time. Quotes are valid for 30 days from the date of issue unless otherwise stated.
3.2 We do not publish fixed prices on our website, as pricing depends on the nature of the job, access, and the work required. Your written quote will clearly set out the cost of all recommended work.
3.3 We reserve the right to adjust pricing if the scope of work changes materially from the original assessment — for example, if a more extensive blockage, collapse, or additional damage is discovered once work has begun. Wherever possible we will discuss any price change with you before proceeding; for emergency or urgent work where immediate action is necessary to prevent further damage, we may need to proceed and confirm the revised cost as soon as practicable.
3.4 VAT: Our prices will clearly state whether VAT is applicable. Where VAT is charged, it will be shown separately on your invoice.
4. Booking and Confirmation
4.1 A booking is confirmed when we have accepted your order in writing (including by email or text) and you have confirmed your agreement to proceed, or, for emergency call-outs, when we have verbally agreed to attend.
4.2 By confirming a booking, you are agreeing to these terms and conditions in full.
4.3 We will aim to attend within the timeframe agreed at the time of booking. For emergency call-outs, attendance times are given as an estimate and may vary depending on our existing workload and travel conditions.
5. Access to Your Property
5.1 You must ensure that we have clear, safe access to the area where work is to be carried out on the agreed visit date. This includes ensuring gates are unlocked, access points to drains or plumbing systems are clear, and any obstructions are removed where reasonably possible.
5.2 You must ensure that pets are kept away from the work area for the duration of each visit.
5.3 If we are unable to access your property on the agreed visit date for reasons within your control, we reserve the right to charge a failed visit or call-out fee to cover our travel and time costs. We will always attempt to contact you before doing so.
5.4 If access cannot be arranged after reasonable attempts on our part, we reserve the right to cancel the booking. Any payments made for work not yet carried out will be refunded.
6. Nature of Plumbing and Drainage Work
6.1 Plumbing and drainage work can involve underlying issues that are not always visible or fully diagnosable until work is underway — for example the condition of pipework, the age of a drainage system, tree root ingress, or ground conditions. Where such issues are discovered once work has started, we will inform you as soon as possible and discuss how to proceed, including any impact on cost as set out in Section 3.3.
6.2 We guarantee that all work will be carried out professionally, using appropriate materials and equipment, and in line with good trade practice.
6.3 Where a CCTV drain survey is carried out, the resulting footage and report reflect the condition of the drainage system at the time of the survey only. We cannot guarantee against subsequent changes in condition, such as new blockages, root ingress, or damage occurring after the survey date.
7. Payment Terms
7.1 Payment is due within 14 days of the date of invoice unless otherwise agreed in writing at the time of booking. For emergency call-outs, payment may be requested on completion of the work.
7.2 We accept payment by bank transfer, debit card, credit card, or such other methods as may be agreed at the time of booking. Payment details will be shown on your invoice.
7.3 For multi-visit jobs, we may invoice separately following the completion of each stage, unless an alternative arrangement has been agreed in advance.
7.4 If payment is not received by the due date, we reserve the right to:
- Charge statutory interest on overdue amounts under the Late Payment of Commercial Debts (Interest) Act 1998
- Refer the debt to a third-party collections service where necessary
7.5 Ownership of any materials or parts supplied remains with Pipeline Drainage & Plumbing until payment has been received in full.
8. Cancellation and Changes
8.1 Cancelling a booked (non-emergency) appointment: If you need to reschedule or cancel a booked visit, please give us at least 24 hours' notice. Cancellations with less than 24 hours' notice may be subject to a failed visit charge to cover our costs.
8.2 Our right to cancel or postpone: We reserve the right to cancel or postpone a visit due to circumstances outside our control, including severe weather, safety concerns, or unforeseen operational issues. We will contact you to rearrange at the earliest opportunity at no additional cost to you.
8.3 Consumer cancellation rights: If you book our services as a consumer (i.e. not for business purposes), you have the right to cancel within 14 days of confirming your booking under the Consumer Contracts Regulations 2013, without giving any reason. If you have asked us to begin work within that 14-day period — for example for an emergency or urgent job — and then cancel, you will be charged for any work already carried out. To exercise this right, please contact us at pipelinedrainageandplumbing@gmail.com.
9. Complaints and Remedies
9.1 We take pride in the quality of our work. If you are unhappy with any aspect of our service, please contact us as soon as possible so we can address the issue:
Email: pipelinedrainageandplumbing@gmail.com
Phone: 07950 184 262
9.2 Where a complaint relates to the quality of work carried out, we ask that you notify us within 14 days of the visit so that we can assess the issue. We may need to revisit your property to inspect the work before we can determine an appropriate remedy.
9.3 Where we agree that work has not been carried out to a satisfactory standard, we will offer to return and rectify the issue at no additional charge, or provide a partial or full refund at our discretion. We will not provide a refund where the issue has arisen from factors outside our control, such as those described in Section 6.1, or from a lack of subsequent maintenance by you or a third party.
10. Our Liability
10.1 We do not seek to exclude liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded by law.
10.2 Subject to clause 10.1, our total liability to you in connection with any job shall not exceed the total amount paid by you for that job.
10.3 We are not liable for any indirect or consequential losses arising from the provision of our services, including but not limited to loss of use of your property, or the cost of remedial work carried out by a third party without our prior agreement.
10.4 We carry public liability insurance for all work carried out on residential and commercial properties. Details are available on request.
11. Your Responsibilities
To allow us to deliver the best possible results, you agree to:
- Provide accurate information about the issue when booking
- Ensure we have safe and unobstructed access to the work area on each visit
- Inform us in advance of any known hazards, restricted access, or special considerations at the property
- Notify us promptly of any concerns following completed work
- Pay all invoices by the due date
12. Regulated and Gas Work
[If any part of the business's work involves gas appliances, water regulations-notifiable work, or other regulated activity, describe the relevant compliance here — e.g. Gas Safe registration for gas work, or compliance with the Water Supply (Water Fittings) Regulations 1999 for plumbing work connected to the mains supply.]
13. Data Protection
We collect and process your personal data in accordance with our Privacy Policy, which is available at pipelinedrainageandplumbing.com/privacy-policy.html. By booking our services, you confirm that you have read and understood our Privacy Policy.
14. Governing Law
These terms and conditions are governed by the law of England and Wales. Any disputes arising from them will be subject to the exclusive jurisdiction of the courts of England and Wales.
Nothing in these terms affects your statutory rights as a consumer under UK law.
15. Changes to These Terms
We may update these terms and conditions from time to time. The current version will always be published on our website. For any ongoing or multi-visit job, any material changes will be communicated to you before they take effect. Your continued use of our services after that point constitutes acceptance of the updated terms.