Plumbing & Drainage Services London

Service Terms & Conditions



Our Terms & Conditions tell you:


– The rules for using our services
– What you can expect from United Drains
– Your rights and responsibilities


When these terms apply


Please ensure you read these terms before using our services. By using our services, you are agreeing to these terms. You’re also agreeing to our: Privacy and Cookie policies.


What do we mean by “Services”?


All services offered by United Drains:


– Enquires
– Quotes
– Installations
– Repairs
– Emergenicy Call Outs
– Servicing
– Guarantees




– “Us / We / Our / United Drains” refers to United Drains Ltd


– “You” refers to you: the customer (the person or organisation for whom we agree to carry out work and/or supply or materials)


– “Engineer / Engineers” refers to the representative(s) appointed by United Drains to carry out work


We reserve the right to refuse or decline to undertake any work. We reserve the right, at our absolute discretion, to designate the engineer / engineers who will represent us.


Hourly rate work


The total charge to you will consist of the cost(s) of:


– Labour (the amount of time spent by the engineer carrying out work) including all reasonable time spent in obtaining non-stocked materials, charged in accordance with our current hourly rates


– Materials supplied by us (not exceeding the trade purchase price of materials + handling charge)


You will only be charged for the time spent related to your work. All other time, i.e. lunch breaks, is non-chargeable. All charges are subject to VAT at the prevailing rate, except in cases where the work carried out is zero rated.


Invoices & payment


Upon your agreement for us to carry out estimated or scheduled work, a deposit payment of 50% of the total is payable immediately. We reserve the right to request full payment in advance at our discretion.


Upon completion of work you will be invoiced, for which payment is due on receipt. United Drains reserves the right to accrue and charge interest on any part of an invoice which remains unpaid at a rate of 4% over the base rate until payment is received by us in full.


You accept sole liability to make payment in full, unless you disclose when initially instructing us, to carry out work and/or supply materials that you are acting on behalf of a third party.




Where the date and/or time for work to be carried out is agreed, we will use reasonable endeavour to ensure that the engineer attend accordingly. We accept no liability in respect of the non-attendance or late-attendance on site of the engineer, or for the late or non-delivery of materials.


We will not be liable for any delay, or for the consequences of any delay, in performing any of our obligations if such delay is due to any cause beyond our reasonable control, and we will be entitled to a reasonable extension of the time for performing such obligations.




If you need to cancel (or rearrange) your booking, you must notify us (preferably by telephone) by the end of the working day before the scheduled booking. Cancellations made further in advance should also be made by telephone, and you should request written confirmation from us, so that you are not liable to be charged.


If you cancel your instructions more immediately prior to work being carried out, or materials being supplied, you will be liable for the cost of any time and materials incurred by us, together with the profit that would have been made by us, in accordance with the original instructions.




United Drains are committed to providing professional, top quality service to every customer. If, after we have carried out the work, you are not wholly satisfied with our service(s) you must provide us with written notice within 12 months. You must allow us, and our insurers, the opportunity to both inspect and carry out remedial work where appropriate. If you fail to notify us, as outlined above, then we will not be liable in respect of any defects in the work carried out.




For your peace of mind, we provide a 12 month guarantee on labour carried out by United Drains, in respect of faulty workmanship only. This is active from the date of completion of work, in addition to any manufacturer’s warranty/warranties.


The guarantee will become null & void if the work/appliance completed/supplied by us is:


– Subject to misuse or negligence


– Repaired, modified or tampered with by anyone other than a United Drains. We will accept no liability for, or guarantee suitability, materials supplied by you & will accept no liability for any consequential damage or fault.


We will not guarantee any work in respect of:


– Blockages in waste or drainage systems


– Any work undertaken on instruction from you and against the written or verbal advice of the United Drains engineer / engineers


Work is only guaranteed in respect of work directly undertaken by us and with full payment having been made. Any non-related faults arising from recommended work which has not been undertaken by us will not be guaranteed.


Where we agree to carry out work on installations of inferior quality (or over 10 years old) no warranty is given in respect of such work and we accept no liability in respect of the effectiveness of such work or otherwise.




We will only be liable for rectifying our own guaranteed work, and will not be held responsible for any ensuing damage or claims resulting from other work overlooked or subsequently requested and not undertaken at the time.


We will not be held liable or responsible for any damage or defect resulting from work not fully guaranteed, or where recommended work has not been carried out. Work will not carry a guarantee where you have been notified by the engineer either verbally or indicated in ticked boxes or in our comments/recommendations.


We shall not be held liable for any delay, or consequences of any delay, in performing our obligations if such a delay is due to any cause beyond our reasonable control and we shall be entitled to reasonable time extensions.


We will be entitled to fully recover the costs or damages from any engineer whose negligence or faulty workmanship makes us liable to pay for those damages or rectification of work.


Title to goods


Goods supplied and delivered by us to you, or your premises, shall remain our property until paid for by you in full. Whilst goods remain our property we have the absolute authority to:


– Retake, sell or otherwise deal with or dispose of all or any part of these goods


– Enter any premises, at any time and without notice, in which goods or any part thereof is installed, stored or kept, or is reasonably believed so to be


– Seek a court injunction to prevent you from selling, transferring or otherwise disposing of such goods


The risk in such goods will pass to you on delivery to you. You must insure them at replacement value, and if asked you must produce evidence that they are properly insured.




These terms and conditions, and all contracts awarded between us and you, shall be governed and construed in accordance with English law and shall be subject to the exclusive jurisdiction of the English law.


United Drains Ltd is a company incorporated in England and Wales with registered number: 11104760.


Our main trading address is: Wynters Barn Farm, Hastingwood Road, Magdalen Laver, Ongar, Essex, United Kingdom, CM5 0EW