Terms & Conditions

1. About us

KCL Maintenance is a limited company registered in England and Wales.

2. Services we provide

KCL Maintenance provides drainage services, including but not limited to:

• Drain unblocking and cleaning
• CCTV drain surveys and inspections
• Drain repairs and relining
• Septic tank and waste system support
• Emergency drainage services

The exact services to be provided will be agreed with the customer before work begins.

3. Website enquiries

Our website is for general information and enquiries only. Submitting a contact form, sending an email or calling us does not create a confirmed booking unless we agree a date, time and scope of work with you.

We aim to provide accurate information on our website, but drainage issues can vary depending on site conditions, access, pipework condition, blockages, damage and other factors.

4. Quotes and estimates

We may provide a quote or estimate based on the information available at the time.

A quote or estimate may be subject to change if:

• The information provided by the customer is inaccurate or incomplete
• Access is restricted or unsafe
• Additional drainage issues are discovered
• Further work, materials or specialist equipment are required
• The condition of pipework, drains, chambers, tanks or waste systems is worse than reasonably expected

Where additional work or costs are required, we will explain this before continuing wherever reasonably possible.

5. Bookings and access

Customers must ensure that we have safe and reasonable access to the property, drainage system, chambers, gullies, tanks, water supply and any relevant working areas.

Customers are responsible for:

• Providing accurate contact and site details
• Ensuring someone is available if access is required
• Moving vehicles, items or obstacles where needed
• Informing us of known risks, hazards or site restrictions
• Obtaining permission from landlords, property owners, neighbours or managing agents where required

If we cannot carry out the work because access is unavailable, unsafe or restricted, a cancellation or aborted visit charge may apply.

6. No call-out fees

KCL Maintenance does not charge a standard call-out fee.

However, charges may still apply for agreed work, aborted visits, late cancellations, materials, specialist equipment, deposits, or work already carried out.

7. Deposits for larger jobs

For larger jobs, specialist materials, planned repair work, relining, excavation, installation or other significant works, we may require a deposit before work is booked or materials are ordered.

The deposit amount and payment terms will be confirmed before the job is agreed.

Deposits may be non-refundable where materials have been ordered, time has been reserved, subcontractors have been booked, permits have been arranged or costs have already been incurred.

8. Cancellations and rearrangements

Customers should contact us as soon as possible if they need to cancel or rearrange a booking.

We may charge a cancellation fee where:

• A booking is cancelled at short notice
• We have already travelled to the property
• We cannot access the property at the agreed time
• The work area is unsafe or unavailable
• Materials, equipment, permits or subcontractors have already been arranged
• A larger job is cancelled after a deposit has been paid or costs have been incurred

Any cancellation fee will be reasonable and based on the costs, time or loss incurred.

9. Emergency and urgent work

For urgent drainage problems, we will try to respond as quickly as reasonably possible.

Any response times mentioned are estimates only and may be affected by workload, traffic, weather, access, location, safety issues or other circumstances outside our control.

10. Payment terms

Payment is due on completion of the work unless agreed otherwise in writing.

We accept:

• Bank transfer on receipt of invoice
• Cash on the day on completion

For commercial customers or larger works, payment terms may be agreed separately and shown on the invoice or quote.

Late payment may result in additional charges, recovery costs or interest where permitted by law.

11. Customer responsibilities

Customers must ensure that:

• The information provided to us is accurate
• The property and work area are safe
• Access is available at the agreed time
• Any necessary permissions have been obtained
• Any known issues, hazards or previous drainage problems are disclosed
• Fragile, valuable or obstructing items are moved before work begins where possible

We are not responsible for delays, additional costs or inability to complete work caused by missing information, unsafe conditions, lack of access or third-party restrictions.

12. Drainage investigations and findings

Drainage work may reveal hidden issues that are not visible before work begins, including damaged pipework, collapsed drains, root ingress, scale, displaced joints, poorly installed systems, blockages, leaks, ground movement or septic system problems.

We will explain our findings where possible and advise on suitable next steps.

13. Damage and limitations

We will take reasonable care when carrying out work. However, drainage work can involve existing pipework, chambers, surfaces, covers, tanks, fittings, underground systems or older installations that may already be damaged, weakened or defective.

We are not responsible for pre-existing defects, hidden damage or failures caused by the poor condition of existing systems.

We will not be liable for indirect losses, loss of profit, loss of business, loss of use, or consequential losses unless required by law.

Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot legally be limited.

14. Guarantees and aftercare

Any guarantee or warranty will only apply where it is specifically confirmed in writing.

Guarantees may not apply where issues are caused by:

• Misuse of the drainage system
• Repeat blockages caused by unsuitable items, wipes, fats, oils, grease or foreign objects
• Structural defects
• Ground movement
• Third-party work
• Lack of maintenance
• Damage outside our control
• Septic tank or waste system misuse

15. Consumer cancellation rights

Where you are a consumer and the contract is made at a distance or away from our business premises, you may have a legal right to cancel within 14 days.

If you ask us to begin urgent or agreed work during the cancellation period, you may lose the right to cancel once the work is fully completed. If you cancel after work has started, you may still need to pay for work carried out and costs reasonably incurred up to the point of cancellation.

Emergency repairs or urgent maintenance requested by the customer may be treated differently under consumer cancellation rules.

16. Commercial customers

For commercial customers, additional terms may be agreed in writing. If there is any conflict between these terms and a written commercial agreement, the written agreement will take priority.

Commercial customers are responsible for ensuring that any site rules, permits, risk assessments, access arrangements and safety requirements are provided before work begins.

17. Complaints

If you are unhappy with our work or service, please contact us as soon as possible so we can try to resolve the issue.

Email: kclmaintenance@hotmail.com
Phone: 07788 242170

Please include your name, contact details, job address, invoice number if available, and a clear description of the issue.

18. Changes to these terms

We may update these Terms & Conditions from time to time. The latest version will be published on this page.

19. Governing law

These Terms & Conditions are governed by the laws of England and Wales.