TERMs & CONDITIONS

The website https://londonemergencydrainage.co.uk/ and/or any other URL which facilitates access to the website (together, “London Emergency Drainage”, “we” or “us”) is owned and operated by London Emergency Drainage LTD., a private limited company registered under the laws of England and Wales with Company Number 14945699, VAT Number 435 2852 92 and registered office at 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ.

PLEASE READ THIS DOCUMENT CAREFULLY BEFORE ACCESSING OR USING THE WEBSITE. BY USING, ACCESSING, UPLOADING OR DOWNLOADING ANY INFORMATION TO OR FROM THE WEBSITE, YOU, THE USER OF THIS WEBSITE, AGREE TO BE BOUND BY THE TERMS AND CONDITIONS SET FORTH BELOW. IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS AND CONDITIONS, YOU ARE ADVISED NOT TO CONTINUE USING THIS WEBSITE ANY LONGER.

1. ABOUT US

London Emergency Drainage is a team of highly qualified technicians and plumbers dedicated to resolve the plumbing issues faced by the residents of London and Greater London, such as those of leaking pipe, sink blockage, toilet repair, boiler repair, or clogged drainage system. London Emergency Drainage offers a wide range of plumbing and drainage services in both residential and commercial facilities, including emergency plumbing and heating service, that is available 24 hours a day 365 days a year. Whether the problem is as simple as a leaking tap or as big as a leaking ceiling, the London Emergency Drainage team is just one call away, and will send the nearest technician directly to the property to fix the issue.

These Terms and Conditions form a part of the contract under which London Emergency Drainage arranges for the supply of plumbing services to you by independent, self-employed professional workmen (“Engineers”), who have been carefully selected and arranged by London Emergency Drainage to resolve the plumbing issues at your property. For the purpose of these Terms and Conditions, London Emergency Drainage acts as the agent and the Engineers act as the principal. Additional terms that take into account any applicable rules, regulations or policies are updated on the London Emergency Drainage website from time to time, and are deemed to be automatically incorporated within these Terms and Conditions by reference.

2. DETAILS OF OUR SERVICES.
You can order any of the available services from our website by making a call on the given number or emailing us at the given email address (henceforth, a “Service Order”). London Emergency Drainage will accept your Service Order when we email (or otherwise communicate with) you with a formal confirmation, at which time a contract between you and the concerned Engineers will be established.

In this confirmation communication, we will specifically draw your attention to the costs of providing our services (and/or the delivery of any goods), and the timeframe of providing the same.
As soon as you agree and confirm the details of the date, time and pricing of the services, we will make the necessary arrangements with the concerned Engineer, who will exercise reasonable skill, care and diligence in the performance of the services and keep you updated further regarding the expected completion date and time for the services.

If any item(s) in the Service Order are not currently available or capable of being provided, for example, due to unexpected constraints on the available resources, or any unintentional error in the pricing or description of the service, or any other factor beyond the reasonable foresight and planning of the Engineer that makes them unable to provide their service within a reasonable timeframe, London Emergency Drainage will attempt to notify you as soon as possible and will not bill you for any pertinent goods or services, and treat the Service Order as cancelled.

London Emergency Drainage will use all reasonable endeavours to complete the performance of the services within the time agreed or as set out in the confirmation communication; however, time shall not be of the essence of the contract established between you and us in the performance of our obligations. If the Engineer is unable to complete the services while on site, payment will still be due for the partial service and time spent. This will be typically consisting of the callout fee, hourly rate, any materials charged as well as the admin fee and the 20% VAT charge.

London Emergency Drainage may charge you for any additional costs incurred by the Engineer as a result of you unnecessarily denying the Engineer any access necessary for them to provide the planned services. In connection with the above, London Emergency Drainage reserves the right to terminate the contract if, despite our best efforts, the Engineer is unable to get in touch with you or reschedule entry to your property.

London Emergency Drainage makes every reasonable effort to strictly adhere to the planned appointment timings, but due to unforeseen circumstances, this cannot be hundred percent guaranteed. Availability of the concerned Engineer at the time of booking, location of the requested service, and/ or any technical arrangements required to be procured by us before commencing the work tend to affect our response time. If you need our emergency assistance within an hour of placing your Service Order, you must pay for our emergency rates, which is higher than usual, and will be notified at the time of placing and confirmed after the accepting of your Service Order by us.

London Emergency Drainage will not be liable for any start-up delays caused by factors beyond our control or authority. We will make all possible attempts in notifying you about the delay as soon as possible, and take all necessary steps to minimise the effect of such delay. However, if the delay affects you significantly, you may choose to terminate the contract after paying for the goods or services expended for your Service Order till then, if any. Refund of any payment for unperformed services as a result of your termination of the contract will not be possible.

London Emergency Drainage may stop providing you with the services (and/or products) for any of the following reasons – (i) to resolve technical issues or implement necessary technical adjustments; (ii) to revise the products or services to reflect any modifications in applicable laws or other regulations; (iii) to make adjustments to the services (and/or products), either in response to your requests to the Engineer (or us) or in response to our notifications to you; or (iv) to ensure there is no pending payment for the services rendered till date. In all cases, we will make every effort to notify you as soon as possible that we are stopping the provision of services (and/or goods) and in case of (iv), give you suitable opportunity to clear any unpaid balance before resuming the services.
London Emergency Drainage’s primary service area is the City of London and adjoining Boroughs of Greater London in United Kingdom. As a result, we reserve the right to refuse a Service Order from and/or make alternative arrangements for a Service Order requested from addresses outside our primary service area.

3. MAKING CHANGES TO A SERVICE ORDER

London Emergency Drainage reserves the right to make necessary changes or modifications to the Service Order to account for any changes in the pertinent laws and regulatory requirements and/or to put into practise technical modifications and enhancements, such as to handle a health and/or safety issue.
Before incorporating any such changes, London Emergency Drainage (or the concerned Engineer) will attempt to notify you, and give you suitable opportunity to review the modifications in the Service Order and confirm the same. If you are not happy with the modifications, you may choose to terminate the contract by contacting us and clearing all pending payment for the services (and/or goods) received up to the point that such changes are notified to you.
You may also request any changes or modifications to your Service Order by contacting us. If the modification is feasible, we will inform you about the relevant changes in pricing, delivery, or anything else that would be appropriate for you to know as a result of your requested change, and then proceed to deliver our services as per the requested modifications after you confirm the revised pricing and delivery.

4. PRICING AND PAYMENT.
London Emergency Drainage will include a pricing estimate of the services in the confirmation email sent to you and will wait for your acceptance of the same before starting any work. This estimate is typically inclusive of all applicable tax and fees, but may be different from the final payable amount, which gets calculated after the completion of the services and takes into account any additional goods or service deemed necessary by the Engineer and/or requested by you at the time of service. Please note London Emergency Plumbing charges a minimum callout fee for all requested appointments, irrespective of any subsequent cancellation on your part. This callout fee is typically billed as the charge for the Engineer’s time for making any part of or the entire journey to the customers property, in addition to the otherwise applicable hourly rate mentioned in the confirmation email.

Despite our best efforts, sometimes it is possible that some of the services (and/or any goods) that are offered for sale may be incorrectly priced. Before accepting your Service Order, we will typically check the prices to ensure that the lower price is charged. If the prices happen to increase after the placing of your Service Order and before our confirmation, we will always notify you and wait for your instructions and approval of the revised prices. If the prices happen to decrease after the placing of your Service Order and before our confirmation, we will refund the difference.

All payments are due as soon as you receive our invoice and must be paid on the same day. Late payments are subject to a late penalty calculated at 8% (eight percent) over and above the Official Dealing Rate of the Bank of England as applicable from time to time. You are not entitled to withhold payment of any amount which is due or to set off against any such amount any cross-claim (whether liquidated or unliquidated) for any sum or sums for which we do not admit liability.

London Emergency Drainage adheres to strict industry security standards for payment processing and accepts online payment through all international credit cards, debit cards, and bank transfer. It is your responsibility to ensure that a valid card number and billing address is provided for us to successfully process your payment. If your card is issued in a foreign currency other than GBP(£), pricing will depend on applicable foreign exchange rates as per your bank’s rules and regulations. In case you have any question about the pricing or method of payment, feel free to reach out to our customer support before making the payment. London Emergency Drainage does not store any financial information including card details from our customers and accept no liability for any error in any third-party payment gateway under any circumstances whatsoever.

5. AUTHORISATIONS, PERMITS, AND OTHER CONSENTS.
At all times, you will be responsible for making sure the working atmosphere is safe, secure and accessible for London Emergency Drainage’s Engineer(s) to come and commence the service at your property. In addition to making all necessary arrangements with the appropriate parties or authorities for any applicable authorisation, permits, licence, consent including but not limited to traffic controls and signals needed in connection with carrying out the services at your premises, you must grant London Emergency Drainage clear access to your property in order for the Engineer to complete their work.

If required, you must give permission for the Engineer to pass through any neighbour’s or other third-party ’’property. You shall indemnify and hold harmless London Emergency Drainage and their Engineer(s) against all actions, claims or demands for any losses suffered or incurred by such neighbours or third parties arising directly or indirectly in connection with the Engineers’ use or access of their property.

If feasible, you must give London Emergency Drainage a plan of the drain layouts when it comes to drainage works and services. If this is not possible, London Emergency Drainage retains the right to impose additional fees at their current rate in the event that blockages develop in drains not covered or identified by you in your Service Order but needs to be fixed by London Emergency Drainage as a part of completing their service to the fullest extent.

London Emergency Drainage will commence any and all service on the good faith assumption that you have obtained all required authorisations and permits as outlined above, and will be responsible for confirming or verifying the same under any circumstances whatsoever. You shall indemnify and hold harmless London Emergency Drainage and their Engineer(s) against all actions, claims or demands for losses suffered or incurred by London Emergency Drainage, whether direct, indirect, or consequential, as a result of your failure or delay in obtaining such authorisations or permits.

6. GUARANTEES.

London Emergency Drainage offers three months guarantee on workmanship with respect to any fully-paid service carried out by an Engineer authorised by London Emergency Drainage, applicable from the date of completion of the Service Order, over and above any applicable manufacturer’s warranty. Please check for and confirm the applicable guarantee on the invoice supplied to you by the Engineer after the completion of your Service Order. If nothing is mentioned in the invoice, it is likely that the particular service (and/or goods) requested by you in your Service Order is not eligible for any guarantee. In such case, nothing said or done by the Engineer will bind London Emergency Drainage in providing you with any guarantee, with the exception of any valid court order.

London Emergency Drainage does not offer any guarantee on any work or service with respect to (i) blockage in drainage and waste systems; (ii) property or installations that are more than 10 years old; (iii) materials supplied by you or any third party not affiliated with London Emergency Drainage.
All guarantees offered by London Emergency Drainage will become null and void with immediate effect if the serviced item /appliance is (i) subject to your abuse or misuse; (ii) repaired, serviced, modified or altered by any person other than an Engineer authorised by London Emergency Drainage; or (iii) repaired, serviced, modified or altered by any person against the written or oral instructions of an Engineer authorised by London Emergency Drainage.

7. LIMITATION OF LIABILITIES.

London Emergency Drainage will make all reasonable efforts to advise you of any unavoidable loss or damage to your property that must be made in order to carry out the Service Order. However, under no circumstances London Emergency Drainage or any of its directors, employees, partners, agents, suppliers, or affiliates can be held liable for any loss or damage that is not reasonably predictable under the normal course of rendering the services, as well as for any incidental, consequential, special or indirect damages including but not limited to damages for business interruption, loss of profit, loss of data, loss of goodwill and the like, that arises out of the use or inability to use your property during the time our Engineers are providing their services.
London Emergency Drainage categorically disclaims all liability and responsibility for any loss or damage incurred by you or your property in the course of the Engineer’s service in analysing and fixing any drainage, gas, plumbing or blockage issues, including but not limited to any removal of bathroom fixtures, fittings, vanities, panels, accessories, furniture, plaster paintwork, tiles and tiling, floor coverings (carpet, rugs, laminate, wood, tiles, etc.), internal and exterior walls and wallpapers where pipework is/must be routed, and similar areas. Furthermore, any and all waste materials generated as a result of London Emergency Drainage’s work in the aforesaid aspect must be removed by you. Our Engineers are not liable for removal of any rubbish or any damages caused by the removal of rubbish.

The repairing of any pre-existing problems or damage to your property that is discovered by the Engineer at the time of performing the services but which was not specifically mentioned in your Service Order is also outside the scope of London Emergency Drainage’s liability and responsibility, unless you authorise the necessary modifications to the existing Service Order along with the payment of any additional charges, as applicable.

You agree and accept that it will be exclusively your responsibility to safeguard yourself and your property at all times during which the Engineer continues with their service. To avoid any unintentional loss or damage, we strongly advise you to temporarily shift, remove, dismantle, disconnect or cover any item within the working space that may hamper with the Engineer’s services.

8. TERMINATION OF CONTRACT.
London Emergency Drainage reserves the right to terminate any contract with reasonable notice in case of any of the following circumstances –

1. You fail to make any pending invoice payment even after repeated reminders;
2. You fail to timely supply us with any relevant information we need in order to perform our services;
3.  You fail to grant us timely entry and access to your (or any neighbour’s or third-party) property that is necessary to perform our services; or
4. You refuse to accept the delivery of the services (and/or products) in spite of a confirmed Service Order.

You reserve the right to terminate any contract with reasonable notice in case of any of the following circumstances –

1.  London Emergency Drainage makes significant delay and/or fails to complete the Service Order for reasons that are not outside their control or authority;
2. London Emergency Drainage makes any significant modification to your Service Order which you do not agree to for any reason;
3. London Emergency Drainage violates any applicable legal or technical regulation(s) that has the potential to pose significant health and safety risk to you or your premises.

Irrespective of which party terminates the contract, you will be liable to clear any pending payment for the goods or services expended for your Service Order till then, if any, at the applicable rate current on the date of termination of the contract.

9. FORCE MAJEURE.
London Emergency Drainage will make every attempt to start and finish the work on schedule, but cannot be held responsible if something happens that makes it impossible for London Emergency Drainage to complete the work, including things that are out of its reasonable control, including, but not limited to, acts of God, governmental actions, war or national emergency, acts of terrorism, riot, civil commotion, malicious damage, compliance with any law or governmental order, rule, regulation or direction, accident, breakdown of plant or machinery, fire, explosion, flood, storm, epidemic, lock-outs, strikes or other labour disputes, failure of a utility service or transport network, or restraints or delays affecting carriers or inability or delay in obtaining supplies or adequate or suitable materials, or other similar event.

10. GENERAL INFORMATION.
These Terms and Conditions shall be governed by and construed in accordance with the laws of England and Wales. All disputes as to the validity, execution, performance, interpretation or termination of these Terms and Conditions will be submitted to the exclusive jurisdiction of the competent courts of London. If any provision of these Terms and Conditions is found by a court of competent jurisdiction to be invalid, such invalidity will not affect the enforceability of any other part or provision of this Agreement. London Emergency Drainage may assign, transfer, charge, sub-contract or deal in any other manner their duties and obligations under these Terms and Conditions to any person, company or third-party without prior notice or consent. No omission or delay by us in exercising a right under these Terms and Conditions shall constitute or operate as a waiver by us of any right to exercise that right in the future or of any other rights under these Terms and Conditions.

London Emergency Drainage reserves the right, at their sole discretion, to modify these Terms and Conditions at any time, and such modifications shall be effective immediately upon posting of the same on our website. You agree to review this document periodically to be aware of such modifications and your continued access or use of the London Emergency Drainage website shall be deemed as a conclusive acceptance of such modified Terms and Conditions.
If you have any further questions, comments or requests regarding these Terms and Conditions, please email us at info@londonemergencydrainage.co.uk or give us a call at 020 8064 0422.

These Terms and Conditions were last updated in September 2023.