TERMS & CONDITIONS
Rapid Drainage & Plumbing Ltd
1. GENERAL TERMS
These Terms & Conditions apply to all services supplied by Rapid Drainage & Plumbing Ltd (“Rapid”, “we”, “us” or “our”) to the customer (“you” or “the customer”).
These terms apply to drainage, plumbing, emergency call-outs, CCTV drain surveys, homebuyer drain surveys, high-pressure water jetting, mechanical drain cleaning, root cutting and descaling, no-dig repairs, structural patch repairs, drain lining, excavation and groundwork, water-main works, sump and basement pumps, treatment plants, septic tanks and other associated services.
By instructing us to attend, accepting a quotation or estimate, authorising work to commence, or otherwise entering into an agreement with us, you agree to these Terms & Conditions, subject to any statutory rights that cannot lawfully be excluded or restricted.
2. QUOTATIONS, ESTIMATES & SCOPE OF WORK
2. QUOTATIONS, ESTIMATES & SCOPE OF WORK
Any quotation or estimate supplied by Rapid Drainage & Plumbing Ltd is based on the information available to us at the time, including information supplied by the customer and conditions reasonably visible or identifiable during any inspection.
Unless otherwise stated in writing, a quotation covers only the works specifically described within it. Works, materials or defects not expressly included are not deemed to form part of the quoted price.
Drainage and plumbing systems are frequently concealed beneath floors, walls, foundations, concrete, paving, landscaping or ground. Where additional defects, obstructions, damaged pipework, undocumented services, contaminated materials, abnormal ground conditions or other unforeseen circumstances are discovered after work begins, additional work may be required.
Where reasonably practicable, we will inform the customer of any significant additional work and associated cost before proceeding. In an emergency, or where immediate action is reasonably necessary to prevent flooding, escape of water, further damage or a health and safety risk, we may undertake reasonable temporary or protective measures.
Quotations are subject to availability of labour and materials and, unless otherwise stated in writing, do not guarantee a particular commencement or completion date.
3. EMERGENCY CALL-OUTS, HOURLY WORK & CHARGES
Where work is undertaken on a call-out, hourly or time-and-materials basis, charges will be calculated in accordance with the rates advised to the customer before or at the time of booking, where reasonably practicable.
Chargeable time may include time spent investigating, diagnosing, testing, gaining access, carrying out repairs, clearing or surveying drainage, setting up and operating specialist equipment, and making the installation or site reasonably safe following the works.
Materials, replacement parts, specialist equipment, waste disposal and other items required to complete the work may be charged in addition to labour unless expressly included within an agreed fixed-price quotation.
Where materials or specialist parts must be collected specifically for the customer's work, reasonable collection or sourcing time may be chargeable where this has been explained to the customer.
Parking charges, permits, tolls, Congestion Charge and other unavoidable location-specific costs incurred in attending or carrying out the work may be added to the invoice where applicable and where permitted by law.
An emergency attendance or drain clearance does not guarantee that the underlying drainage or plumbing system is free from defects. Where further investigation or repair is recommended following the initial attendance, this will constitute additional work unless expressly included within the original instruction.
4. ADDITIONAL WORKS & VARIATIONS
During drainage, plumbing, excavation or investigation works, conditions may be discovered that could not reasonably have been identified before the work commenced.
This may include additional damaged or collapsed pipework, defective joints, hidden connections, buried or concealed manholes, undocumented services, foundations, reinforced or unusually thick concrete, tree roots, groundwater, contaminated soil or waste, incorrectly installed drainage, inaccessible pipework or other concealed defects.
Such unforeseen conditions are not automatically included within the original quotation unless specifically stated.
Where additional work is required, Rapid Drainage & Plumbing Ltd will, wherever reasonably practicable, explain the findings to the customer and obtain authorisation before carrying out significant additional chargeable work.
Any authorised variation may result in an adjustment to the price and/or anticipated completion time.
Minor works reasonably necessary to complete an agreed repair safely and correctly may be undertaken where their inclusion would reasonably be expected as part of the instructed works. Where they result in a material increase in cost, customer approval will be sought wherever reasonably practicable.
If the customer chooses not to proceed with recommended additional works, the customer remains responsible for payment for work already undertaken, materials supplied or ordered where applicable, and any reasonable costs incurred up to that point.
5. DRAIN CLEARANCE, HIGH-PRESSURE JETTING & BLOCKAGES
Drain clearance and high-pressure water jetting are intended to restore or improve flow within the drainage system. Successful clearance of a blockage does not constitute confirmation that the drainage system is structurally sound or free from defects.
Blockages may be caused or contributed to by structural defects, displaced joints, fractures, collapsed pipework, root ingress, scale, grease, foreign objects, incorrect falls, defective connections or other underlying conditions. Further CCTV investigation, cleaning or repair may therefore be recommended following clearance.
Where existing drainage is damaged, deteriorated, poorly installed or otherwise defective, high-pressure jetting or mechanical cleaning may expose or worsen a pre-existing weakness. Rapid Drainage & Plumbing Ltd will exercise reasonable care and skill but cannot accept responsibility for failure of drainage that was already defective, provided the work itself was carried out with reasonable care and skill.
The customer must inform us of any known defects, previous collapses, unusual drainage arrangements or previous repairs that may reasonably affect the work.
Where a blockage cannot reasonably be cleared using the initially agreed method, additional equipment, CCTV investigation, mechanical cleaning, excavation or repair may be required. Such work will be treated as additional work unless expressly included within the original quotation.
No guarantee is given that a blockage will not recur where the underlying cause has not been permanently rectified, or where subsequent misuse, foreign objects, grease, scale, roots, structural defects or conditions outside our control cause a further obstruction.
6. CCTV DRAIN SURVEYS, MSSC5 SURVEYS & REPORTS
CCTV drain surveys are carried out using reasonable care and skill and record the condition of drainage that is reasonably accessible and visible at the time of the inspection.
A CCTV survey cannot guarantee the condition of sections of drainage that cannot be accessed or adequately viewed. Visibility or access may be restricted by blockages, standing water, grease, scale, roots, debris, collapsed pipework, sharp bends, defective connections, inaccessible or concealed manholes, pipe configuration or other site conditions.
Where a camera cannot reasonably pass an obstruction or defect, the survey and any resulting report will be limited to the sections successfully inspected. Unseen sections must not be assumed to be free from defects.
Drain cleaning, high-pressure jetting or other preparatory work may be recommended or required before an effective CCTV inspection can be completed. Unless specifically included within the agreed survey price, such work may be chargeable separately.
Reports, photographs, measurements, defect classifications and recommendations represent our professional assessment of the drainage conditions visible at the time of inspection. Drainage conditions may subsequently change.
Distances, depths, routes and locations identified using CCTV equipment, sondes or electronic locating equipment are approximate unless expressly stated otherwise and should not be relied upon as a substitute for physical exposure or confirmation where exact positioning is required for construction or excavation.
MSSC5 surveys will be undertaken and reported in accordance with the applicable survey methodology and the scope agreed with the customer.
CCTV footage, reports and associated documentation will be supplied where included within the agreed service. Reports should be read as a whole together with any stated limitations, recommendations and areas that could not be inspected.
7. HOMEBUYER / PRE-PURCHASE DRAIN SURVEYS
Homebuyer and pre-purchase drain surveys are intended to provide an assessment of the condition of drainage that is reasonably accessible and visible at the property on the date of inspection.
The survey may identify defects including fractures, cracks, displaced joints, root ingress, scale, deposits, blockages, deformation, collapse, defective connections and other visible drainage issues.
Unless specifically included within the agreed scope, the survey does not constitute a structural survey of the property, building survey, engineering survey, legal search, Thames Water asset search or confirmation of ownership or responsibility for individual drains or sewers.
Where drainage cannot be inspected because of blockages, inaccessible or concealed manholes, standing water, collapsed pipework, sharp bends, restricted access or other conditions, those limitations will be recorded where reasonably practicable. Uninspected sections cannot be assumed to be defect-free.
Drain routes, depths and locations identified by CCTV, sonde or electronic locating equipment are approximate unless physically exposed and confirmed.
Any estimated repair costs or remedial recommendations supplied following a survey are based on the information reasonably available at that time. Further defects or different site conditions may become apparent once drainage is cleaned, exposed, excavated or repair work begins.
Where defects are identified, Rapid Drainage & Plumbing Ltd may provide a separate quotation for recommended remedial works. The customer is under no obligation to instruct Rapid Drainage & Plumbing Ltd to undertake those repairs.
Buyers should consider the drainage report together with their building survey, conveyancing enquiries and any other professional advice relevant to the proposed purchase.
8. ROOT CUTTING, DESCALING & MECHANICAL DRAIN CLEANING
Root cutting, descaling, chain flailing and other mechanical cleaning methods are used to remove or reduce roots, scale, deposits, concrete, grease or other material from within drainage pipework.
These processes may reveal previously concealed defects including fractures, cracks, displaced joints, corrosion, defective connections, holes, deformation or weakened pipework.
Rapid Drainage & Plumbing Ltd will exercise reasonable care and skill when carrying out mechanical cleaning. However, where existing drainage is already deteriorated, damaged, corroded, incorrectly installed or structurally weakened, cleaning may expose or contribute to the failure of that pre-existing defective section.
Removal of roots does not prevent future root ingress where the underlying structural defect or defective joint through which the roots entered remains unrepaired.
Where significant structural defects are identified following cleaning, further CCTV investigation, structural patch repair, lining, excavation or replacement may be recommended.
Mechanical cleaning is intended to improve the internal condition and/or flow capacity of the drainage system. It does not constitute a structural repair unless expressly stated within the agreed scope of works.
Where deposits, roots, concrete or other obstructions cannot reasonably be removed using the initially agreed method, additional specialist equipment, excavation or repair may be required and may be chargeable separately.
9. NO-DIG REPAIRS, STRUCTURAL PATCHES & DRAIN LINING
No-dig repairs, structural patch repairs and drain lining are intended to repair or rehabilitate specifically identified sections of drainage without conventional excavation where site conditions and pipe configuration make such methods suitable.
Suitability will depend on factors including pipe condition, diameter, alignment, access, bends, deformation, displacement, contamination, groundwater and the nature and location of the defect.
Where cleaning or preparation is required before installation, this may reveal additional defects that were not visible during the initial survey. Additional repairs identified during preparation are not automatically included within the original quotation.
Any guarantee supplied for a structural patch, liner or other no-dig repair applies only to the repair installed by Rapid Drainage & Plumbing Ltd and does not constitute a guarantee of unrelated existing drainage upstream, downstream or adjacent to the repaired section.
Rapid Drainage & Plumbing Ltd cannot guarantee against subsequent failure caused by movement of surrounding ground or structures, subsidence, damage by third parties, abnormal loading, root ingress through unrelated defects, failure of adjoining existing pipework or circumstances outside our reasonable control.
Where manufacturer-approved materials or repair systems are used, any applicable manufacturer's conditions, installation requirements and product warranties will also apply.
Following installation, CCTV inspection may be carried out where included within the agreed works to confirm the installed repair's condition and position.
If site conditions discovered during preparation make the proposed no-dig method unsuitable or unreasonable, Rapid Drainage & Plumbing Ltd may recommend an alternative repair method, including excavation and replacement. Any material change in scope or price will be discussed with the customer where reasonably practicable.
10. EXCAVATIONS, GROUNDWORKS & UNFORESEEN UNDERGROUND CONDITIONS
Quotations for excavation and underground works are based on the information reasonably available at the time of quotation and on reasonably anticipated ground and site conditions.
Underground drainage and services are frequently concealed and their exact condition, depth, route and construction may not be known until excavation begins.
Unforeseen conditions may include additional damaged drainage, incorrectly routed pipework, undocumented drains or services, buried manholes, foundations, reinforced or unusually thick concrete, tree roots, groundwater, contaminated soil or waste, asbestos-containing or other hazardous materials, unstable ground, unusually difficult access, obstructions or other concealed conditions.
Unless expressly included within the quotation, additional labour, plant, materials, specialist contractors, waste disposal or other work required as a result of unforeseen conditions may be treated as a variation and charged separately.
Rapid Drainage & Plumbing Ltd will take reasonable care when excavating but cannot be responsible for the condition or accuracy of undocumented or incorrectly located services that could not reasonably have been identified before work commenced.
Where appropriate, service detection or further investigation may be recommended before excavation. Such investigation reduces risk but cannot guarantee the identification of every underground service or obstruction.
Excavated materials may not always be suitable for reuse. Where contaminated, unsuitable or excess material requires removal from site, reasonable disposal and associated costs may be charged where not already included within the quotation.
Reinstatement will be limited to the scope expressly stated within the quotation. Unless specifically agreed, we do not guarantee an exact cosmetic match to existing paving, tiles, concrete, brickwork, flooring, landscaping, decoration or other finishes.
Where excavation reveals additional defects or conditions requiring a material change to the agreed works, we will explain the findings and seek customer approval for significant additional costs wherever reasonably practicable.
11. EXISTING INSTALLATIONS, CONCEALED DEFECTS & ACCESS
Rapid Drainage & Plumbing Ltd is not responsible for defects, deterioration, incorrect installation or non-compliance in existing drainage, plumbing, sanitaryware, fixtures, fittings, structures or services that were not installed or previously repaired by us.
Existing systems may contain concealed defects that only become apparent when work is undertaken, pressure or flow is restored, equipment is removed, drainage is cleaned, or pipework is exposed.
Where access requires the removal or disturbance of existing toilets, basins, bath panels, boxing, flooring, tiles, inspection covers, manhole covers, fitted furniture or other items, reasonable care will be taken.
However, older, deteriorated, poorly installed, previously damaged or inaccessible items may not always be capable of removal and reinstatement without damage. Where this risk is reasonably apparent before work begins, we will explain it to the customer where practicable.
Unless expressly included within the quotation, replacement of defective or damaged existing items discovered during removal is not included within the original price.
Concealed or buried manholes, access points, pipework or connections may require additional investigative or opening-up work before the drainage system can be properly inspected or repaired. Such work may be chargeable separately unless expressly included within the agreed scope.
The customer must provide reasonable access to the areas necessary for us to carry out the instructed work and must inform us of any known hazards, concealed services, previous alterations or unusual installations that may affect the work.
Where access cannot reasonably be obtained, or where furniture, stored items, vehicles, structures or other obstructions prevent the agreed work from proceeding, additional attendance or labour charges may apply where reasonable.
12. RODENT INVESTIGATIONS & DRAINAGE-RELATED PEST ENTRY
Drainage-related rodent investigations are intended to identify reasonably visible or detectable defects, redundant connections, openings or other drainage conditions that may provide potential rodent access into or around a property.
Investigations may include CCTV inspection, visual inspection, testing, tracing and other appropriate drainage investigation methods depending on the agreed scope and site conditions.
The identification and/or repair of a drainage defect does not constitute a guarantee that a property is or will remain completely free from rodents. Rodents may gain access through building defects, neighbouring properties, shared drainage systems, roof spaces, cavities, damaged vents or other routes outside the drainage system and outside our control.
Where anti-rodent devices, non-return devices, interceptor flaps or similar products are installed, they must be used and maintained in accordance with the manufacturer's requirements. No device can be guaranteed to prevent rodent access in every circumstance.
Where defective, redundant or open drainage connections are identified, sealing or repairing those connections may be recommended. Such remedial works are additional unless expressly included within the original investigation price.
Where drainage is shared with neighbouring properties or forms part of a public sewer system, Rapid Drainage & Plumbing Ltd cannot accept responsibility for defects or rodent activity originating from sections outside the customer's ownership or our reasonable control.
Pest-control treatment, baiting, trapping, removal of rodents, decontamination and building-proofing are not included within a drainage investigation unless expressly stated within the agreed scope of works.
Recommendations are based on the conditions reasonably identifiable at the time of inspection. Further access points or defects may become apparent following additional investigation, cleaning, opening-up works or changes in rodent activity.
13. WATER MAINS, PLUMBING & EXISTING PIPEWORK
Plumbing and water-main works will be carried out with reasonable care and skill and in accordance with the agreed scope of works.
Existing plumbing systems may contain concealed deterioration, corrosion, scale, defective valves, weakened joints, poor previous workmanship or other defects that cannot reasonably be identified before work commences.
Where isolation of the water supply, draining or repressurising an existing system reveals a pre-existing defect or causes an already weakened component to fail, Rapid Drainage & Plumbing Ltd will not be responsible for that pre-existing condition, provided our work has been carried out with reasonable care and skill.
Where existing stopcocks, isolation valves or other components are found to be seized, defective, inaccessible or unsuitable for safe isolation, additional work may be required before the instructed works can proceed.
Water-main installation and replacement quotations are based on the reasonably anticipated route, access and ground conditions. Additional excavation, obstructions, undocumented services, foundations, reinforced concrete or other unforeseen conditions may result in additional work in accordance with these Terms & Conditions.
Following plumbing or water-main work, reasonable testing will be carried out where appropriate. Such testing relates to the work undertaken by Rapid Drainage & Plumbing Ltd and does not constitute a guarantee of unrelated existing plumbing or components elsewhere within the property.
Where interruption of the water supply is required, the customer is responsible for making appropriate arrangements for occupants, tenants, businesses or equipment that may be affected, unless otherwise agreed.
14. SUMP & BASEMENT PUMPS, TREATMENT PLANTS & SEPTIC SYSTEMS
Installation, servicing and repair of sump pumps, basement pumps, sewage pumps, wastewater treatment plants, septic systems and associated equipment will be carried out in accordance with the agreed scope of works.
Pumps and treatment systems contain mechanical, electrical and control components that may fail due to age, wear, blockage, electrical faults, power interruption, misuse, lack of maintenance or circumstances outside our reasonable control.
Servicing or repairing one component does not constitute a guarantee of the condition or future performance of other existing components within the system.
Where an existing pump or system is found to be obsolete, incorrectly installed, inaccessible, heavily contaminated or otherwise unsuitable for economical repair, replacement or additional remedial works may be recommended.
Customers are responsible for ensuring that pumps and treatment systems receive appropriate ongoing servicing and maintenance. Where manufacturer servicing intervals or maintenance requirements apply, these should be followed.
Rapid Drainage & Plumbing Ltd cannot guarantee against flooding or wastewater escape caused by circumstances outside the scope of our work, including power failure, abnormal inflow, blocked downstream drainage, failure of unrelated equipment, inadequate existing system capacity or lack of maintenance.
Where emergency pumping, tanker attendance, specialist waste removal or decontamination is required, this may be charged separately unless expressly included within the agreed quotation.
Treatment plants and septic systems may be subject to environmental, planning, Building Regulations, discharge-consent or other legal requirements. Unless expressly included within our quotation, the customer remains responsible for obtaining any necessary permissions, consents or approvals.
15. ACCESS, PARKING, SITE FACILITIES & CUSTOMER RESPONSIBILITIES
The customer must provide reasonable and safe access to the property and all areas necessary for Rapid Drainage & Plumbing Ltd to carry out the agreed works.
The customer must inform us of any known hazards, asbestos, contaminated materials, concealed services, access restrictions, parking restrictions, security requirements, vulnerable occupants or other circumstances that may reasonably affect the works.
Where reasonably required for larger works, the customer must provide suitable access for our vehicles, equipment, materials and personnel. This may include use of a driveway, parking area or other agreed space for temporary storage of materials, aggregates, plant and equipment.
Unless expressly included within a quotation, parking charges, permits, tolls, Congestion Charge and other unavoidable location-specific costs reasonably incurred in carrying out the works may be added to the invoice where legally permitted.
The customer is responsible for obtaining any necessary permission for us to access neighbouring land, communal areas, leasehold areas or other property not under the customer's sole control.
The customer must take reasonable steps to remove or protect valuables, furniture and other belongings from areas where work is to be carried out.
Reasonable use of water and electricity at the property may be required to undertake testing, cleaning, jetting, CCTV surveys or other works unless alternative arrangements have been agreed.
Where works are delayed, prevented or require an additional attendance because agreed access has not been provided or because of circumstances within the customer's reasonable control, reasonable additional charges may apply.
Rapid Drainage & Plumbing Ltd will take reasonable care while working at the property and will leave the immediate working area in a reasonably tidy condition appropriate to the nature of the works.
16. MATERIALS, WASTE, CONTAMINATED WASTE & DISPOSAL
Materials supplied by Rapid Drainage & Plumbing Ltd will be selected as reasonably appropriate for the agreed works and may be subject to manufacturer availability and specification.
Where a particular product or material becomes unavailable, we may propose a reasonably suitable alternative. Any material change affecting price or specification will be discussed with the customer where reasonably practicable.
Materials ordered specifically or manufactured to specification for a customer's works may not be returnable once ordered. Where a customer cancels or changes the works after such materials have been ordered, the customer may remain responsible for reasonable non-recoverable costs, subject to their statutory rights.
Unless expressly included within the quotation, removal and disposal of waste, spoil, excavated material, contaminated material or redundant equipment may be charged separately.
Drainage works may involve sewage-contaminated water, soil, pipework, sanitary waste, grease, silt or other contaminated materials requiring appropriate handling and disposal.
Where waste is discovered that requires specialist handling, testing, transport or disposal, including suspected asbestos or other hazardous materials, work may be suspended until an appropriate method of dealing with that material has been agreed.
Additional costs associated with specialist or contaminated-waste disposal are not included within the original price unless expressly stated.
Materials and equipment supplied by Rapid Drainage & Plumbing Ltd remain our property until paid for in full to the extent permitted by law and where ownership has not already passed by incorporation into the property.
17. PAYMENT TERMS
Unless otherwise agreed in writing, payment is due on completion of the works or immediately upon presentation of the invoice.
For larger, scheduled or material-intensive works, Rapid Drainage & Plumbing Ltd may require a deposit, staged payments or payment for materials in advance. Any such arrangement will be stated within the quotation or otherwise agreed with the customer.
The customer must raise any genuine query regarding an invoice as soon as reasonably practicable. Raising a query regarding one element of an invoice does not automatically entitle the customer to withhold payment of any separate and undisputed amount.
Where additional works or variations have been authorised, the associated charges will be added to the final invoice or invoiced separately as appropriate.
Payment may be made using the payment methods advised on the invoice or otherwise agreed with Rapid Drainage & Plumbing Ltd.
Where work is instructed by a landlord, managing agent, contractor, business, property professional or other representative, the person or organisation instructing the works is responsible for ensuring that they have authority to do so and for identifying who is responsible for payment before work commences.
Unless Rapid Drainage & Plumbing Ltd expressly agrees in writing to invoice another party, the person or organisation instructing the work will remain responsible for payment to the extent permitted by law.
We reserve the right to suspend further non-emergency works where amounts properly due remain unpaid.
18. OVERDUE ACCOUNTS, INTEREST & DEBT RECOVERY
Payment must be made in accordance with the payment terms stated on the quotation, invoice or these Terms & Conditions.
Where an amount properly due remains unpaid after its due date, Rapid Drainage & Plumbing Ltd may contact the customer to request payment and may take reasonable steps to recover the outstanding balance.
Unpaid accounts may be referred to our appointed debt-recovery provider, Beaumont Recoveries, or to another appropriately appointed debt-recovery or legal service where necessary.
Where permitted by applicable law, the customer may be responsible for reasonable interest, statutory compensation, court fees and/or reasonable debt-recovery costs properly incurred as a consequence of late or non-payment.
For business-to-business debts, Rapid Drainage & Plumbing Ltd reserves the right, where applicable, to claim statutory interest, fixed compensation and reasonable recovery costs under the Late Payment of Commercial Debts (Interest) Act 1998, as amended.
Different rules may apply to consumers. Nothing in these Terms & Conditions requires a consumer to pay a debt-recovery charge, interest or other amount that is not legally recoverable or would be unfair or unenforceable under applicable consumer law.
Referral of an account to Beaumont Recoveries or commencement of recovery proceedings does not affect Rapid Drainage & Plumbing Ltd's right to recover the underlying amount properly due.
Where only part of an invoice is genuinely disputed, the customer should pay any separate and undisputed amount by its due date.
We encourage customers experiencing a genuine payment difficulty or disputing an invoice in good faith to contact us promptly so that the matter can be reviewed before formal recovery action becomes necessary.
19. CANCELLATIONS & CONSUMER RIGHTS
Nothing in these Terms & Conditions affects a customer's statutory rights.
Where the customer is a consumer and a contract is entered into at a distance or away from Rapid Drainage & Plumbing Ltd's business premises, the customer may have a statutory right to cancel the contract within 14 days, subject to the applicable consumer legislation and any relevant exceptions.
Where the customer requests that services begin during a statutory cancellation period, the customer expressly requests early performance of the contract.
If the customer subsequently exercises a valid statutory right to cancel after work has commenced at their request, the customer may be required to pay a reasonable amount for the services supplied up to the time of cancellation, to the extent permitted by law.
Where the service has been fully performed during the cancellation period following the customer's express request and acknowledgement, the statutory right to cancel may be lost where the applicable legal requirements have been satisfied.
Emergency works requested by the customer, including works reasonably required to deal with flooding, escape of water, blocked drainage or another urgent situation, may be subject to specific statutory exceptions or limitations on cancellation rights.
For scheduled works outside any applicable statutory cancellation rights, the customer should provide as much notice as reasonably possible if they wish to cancel or postpone.
Where cancellation or postponement results in reasonable and unavoidable costs that Rapid Drainage & Plumbing Ltd has already incurred — including specially ordered or non-returnable materials, plant hire or other committed third-party costs — we may seek to recover those costs where legally permitted.
Any cancellation charge will be reasonable, proportionate and subject to the customer's statutory rights.
20. GUARANTEES, WARRANTIES & RETURN VISITS
Rapid Drainage & Plumbing Ltd will carry out its services with reasonable care and skill in accordance with applicable consumer law.
Any specific workmanship guarantee offered for particular works will apply only to the work carried out by Rapid Drainage & Plumbing Ltd and for the period and subject to the conditions stated within the relevant quotation, invoice, report or guarantee documentation.
A guarantee relating to a specific repair, replacement pipe, structural patch, liner, fitting, pump, water main or other completed work does not constitute a guarantee of unrelated existing drainage, plumbing, equipment or components elsewhere at the property.
Manufacturer warranties relating to materials, equipment or products supplied may apply separately and will be subject to the manufacturer's own terms, conditions and exclusions.
Guarantees may not apply where a subsequent problem results from misuse, accidental or deliberate damage, third-party interference, building or ground movement, subsidence, root ingress through unrelated defects, foreign objects, grease or inappropriate materials entering drainage, lack of required maintenance, power failure, abnormal loading, frost, flooding or other circumstances outside our reasonable control.
Drain unblocking or clearance alone does not carry a guarantee that a blockage will never recur, particularly where structural defects, scale, roots, misuse or other underlying causes remain.
Where a customer believes that work carried out by Rapid Drainage & Plumbing Ltd is defective, the customer should notify us within a reasonable time and provide us with a reasonable opportunity to inspect and, where appropriate, rectify our work.
Except in a genuine emergency or where it would be unreasonable to do so, customers should allow Rapid Drainage & Plumbing Ltd an opportunity to inspect an alleged defect before instructing another contractor to alter or repair the work.
We will not be responsible for the cost of third-party works undertaken without giving us a reasonable opportunity to inspect or rectify an alleged defect, except where the customer is legally entitled to recover such costs.
Nothing in this section excludes or restricts any statutory rights or remedies that cannot lawfully be excluded.
21. LIABILITY, PROPERTY DAMAGE & PRE-EXISTING CONDITIONS
Rapid Drainage & Plumbing Ltd will exercise reasonable care and skill when carrying out works at the customer's property.
We will be responsible for loss or damage caused by our failure to exercise reasonable care and skill where liability arises under applicable law.
We are not responsible for defects, deterioration or damage that existed before our attendance, or for the consequences of pre-existing defective drainage, plumbing, sanitaryware, fixtures, fittings, structures, foundations, services or previous workmanship that we did not install or repair.
Drainage and plumbing work may require reasonable opening-up, removal, excavation or disturbance of existing finishes or structures in order to obtain access. This may include flooring, tiles, paving, concrete, boxing, sanitaryware, inspection covers, landscaping or other finishes. Where such work forms part of the agreed scope, reasonable care will be taken.
Unless specifically included within the quotation, reinstatement does not include an obligation to achieve an exact cosmetic match with existing materials, finishes, colours, patterns or weathering.
We will not be responsible for loss or damage caused by inaccurate or incomplete information supplied by the customer, concealed defects that could not reasonably have been identified, undocumented services or circumstances outside our reasonable control, except where liability cannot lawfully be excluded.
Customers should take reasonable steps to protect or remove valuables, fragile items, furniture and other belongings from areas where work is being undertaken.
Rapid Drainage & Plumbing Ltd does not exclude or limit liability where it would be unlawful to do so. In particular, nothing in these Terms & Conditions excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or restricted.
Nothing in these Terms & Conditions affects a consumer's statutory rights.
22. REPORTS, CCTV FOOTAGE, PHOTOGRAPHS & DOCUMENTATION
Where included within the agreed service, Rapid Drainage & Plumbing Ltd may provide CCTV footage, survey reports, photographs, defect observations, recommendations, quotations or other documentation relating to the works.
Reports and CCTV footage represent the condition of the areas reasonably accessible and visible at the time of inspection and should be read together with any limitations, exclusions or recommendations stated within the report.
Where CCTV footage cannot be obtained for part of a drainage system because of blockage, collapse, restricted access, standing water, pipe configuration or another obstruction, no representation is made regarding the condition of the unseen section.
CCTV footage and other large electronic files may be supplied by download link, file-sharing service, USB storage device or another reasonable method where they are too large to send by email.
Unless expressly agreed otherwise, drawings, drain routes, depths, measurements and locations shown within reports are indicative and should not be relied upon as exact construction drawings or service-location plans.
Photographs and video recordings may be taken during works for the purposes of documenting site conditions, recording defects, supporting reports, demonstrating completed work, warranty records, quotations, insurance matters or resolving disputes.
Rapid Drainage & Plumbing Ltd will handle personal information and identifiable customer information in accordance with its Privacy Policy and applicable data-protection law.
We will not knowingly publish photographs or footage that clearly identifies a private customer or reveals sensitive personal information without an appropriate lawful basis or permission.
Reports prepared for a particular customer and purpose should not be relied upon by third parties for a different purpose without our prior written agreement. Nothing in this clause limits liability where it would be unlawful to do so.
Where documentation is included within the agreed price, reasonable electronic copies will be provided. Requests for substantial additional administrative work, replacement physical media, bespoke drawings or reissued/altered reports may be subject to a reasonable additional charge where agreed.
23. COMPLAINTS & OPPORTUNITY TO RECTIFY
Rapid Drainage & Plumbing Ltd aims to resolve customer concerns promptly, fairly and professionally.
If the customer is dissatisfied with any aspect of our work or service, they should notify us as soon as reasonably practicable and provide sufficient information for us to investigate the matter.
Where a complaint relates to alleged defective workmanship, the customer should provide Rapid Drainage & Plumbing Ltd with a reasonable opportunity to inspect the work and, where appropriate, carry out remedial work.
Except in a genuine emergency, where there is an immediate risk of damage or where it would otherwise be unreasonable, the customer should not arrange for another contractor to alter or remove the work complained of before Rapid Drainage & Plumbing Ltd has been given a reasonable opportunity to inspect it.
Where another contractor carries out work before we have had a reasonable opportunity to inspect the alleged defect, this may affect our ability to determine the cause of the problem. This does not affect any statutory rights the customer may have.
Complaints should include, where reasonably available, the customer's name, property address, invoice or quotation reference, a description of the concern and any relevant photographs, videos or supporting information.
We will review complaints within a reasonable period and may request access to the property or further information where necessary to investigate the matter properly.
Where our workmanship is found to require rectification and we are responsible under the contract or applicable law, we will take appropriate steps to remedy the matter.
Nothing within this complaints procedure limits or excludes any statutory rights or remedies available to the customer.
24. EVENTS OUTSIDE OUR REASONABLE CONTROL
Rapid Drainage & Plumbing Ltd will not be responsible for delay or failure to perform an obligation where that delay or failure results from circumstances outside our reasonable control.
Such circumstances may include severe weather, flooding, fire, utility failure, road closures, traffic disruption, industrial action, civil emergency, acts or restrictions of government or public authorities, failure or delay by suppliers, unexpected unavailability of specialist materials or equipment, unsafe site conditions or other events that could not reasonably have been prevented.
Where an event outside our reasonable control affects scheduled works, we will take reasonable steps to notify the customer and rearrange or continue the works when reasonably practicable.
Where materials, plant or specialist services become unavailable, we may propose a reasonable alternative where appropriate. Any material change to the scope or price will be discussed with the customer before proceeding where reasonably practicable.
Nothing in this section affects any rights or remedies that cannot lawfully be excluded or restricted.
25. DATA PROTECTION & PRIVACY
Rapid Drainage & Plumbing Ltd may collect and process personal information reasonably necessary to provide quotations, arrange appointments, carry out works, issue reports and invoices, communicate with customers, manage guarantees, respond to complaints and administer the customer relationship.
Personal information will be handled in accordance with applicable UK data-protection legislation and our Privacy Policy.
Information may include names, contact details, property addresses, correspondence, photographs, CCTV footage, job records, quotations, invoices and other information reasonably required in connection with the services provided.
We may share information with employees, subcontractors, suppliers, professional advisers, insurers, payment providers, debt-recovery providers or other third parties where reasonably necessary for legitimate business purposes, performance of the contract, compliance with legal obligations or the establishment, exercise or defence of legal claims.
Where an overdue account is referred to Beaumont Recoveries or another appropriately appointed recovery or legal provider, relevant customer, invoice and account information may be supplied where there is a lawful basis to do so.
We will take reasonable steps to protect personal information against unauthorised access, loss, misuse or disclosure.
Further information about how personal data is collected, used, stored and shared will be provided in the Rapid Drainage & Plumbing Ltd Privacy Policy available on our website.
Nothing in this section limits any rights available to individuals under applicable data-protection law.
26. GOVERNING LAW, SEVERABILITY & GENERAL PROVISIONS
These Terms & Conditions and any contract between the customer and Rapid Drainage & Plumbing Ltd will be governed by the laws of England and Wales.
Where the customer is a consumer, nothing in these Terms & Conditions affects any mandatory rights they may have regarding the courts or laws applicable to them.
If any provision of these Terms & Conditions is found by a court or competent authority to be invalid, unlawful or unenforceable, that provision will be treated as modified or removed only to the extent necessary, and the remaining provisions will continue in effect.
Failure by Rapid Drainage & Plumbing Ltd to enforce any provision of these Terms & Conditions on one occasion does not constitute a waiver of our right to enforce that provision subsequently.
No person other than the customer and Rapid Drainage & Plumbing Ltd will have any right to enforce the terms of the contract except where applicable law provides otherwise.
Where there is any inconsistency between these general Terms & Conditions and a specific written quotation or agreement expressly agreed by Rapid Drainage & Plumbing Ltd for particular works, the specific written terms will take priority to the extent of that inconsistency.
We may update these Terms & Conditions from time to time. The version applicable to a particular contract will normally be the version provided or made available to the customer when the contract was entered into, unless a subsequent variation is agreed.
Nothing in these Terms & Conditions excludes, restricts or attempts to override any statutory right or legal protection that cannot lawfully be excluded or restricted.
RAPID DRAINAGE AND PLUMBING LTD
Registered in England & Wales
Company No. 14590932
Registered Office:
20–22 Wenlock Road
London
N1 7GU
England
Telephone: 0207 101 4142
Website: rapiddrainageandplumbing.com
24/7 Drainage & Plumbing Specialists
Last updated: September 2026
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