Terms & Conditions

BLACK SWAN DRAINAGE: TERMS AND CONDITIONS

These terms and conditions apply to Black Swan Drainage’s Emergency Plumbing, Drain, and Gutter Cleaning services. Please read this document carefully as it outlines the terms and conditions governing our relationship with you.

The term “you” refers to the customer, user, or viewer of our website. “Black Swan Drainage,” “us,” “we,” and “our” refer to Black Swan Drainage.

1. Agreement Terms All terms of the agreement between us, including the services and any goods or materials provided, are contained within this document. If you have any questions or do not accept any provisions, please contact us immediately. It is important to address any concerns before proceeding with our services to ensure mutual understanding and agreement.

2. Service Provision Black Swan Drainage employs its own staff and qualified independent contractors, authorized to provide services on our behalf. These contractors are carefully selected to maintain the high standards we set for all our services, ensuring consistency and quality in the work performed.

3. Contractor Authority Independent contractors do not have the authority to incur liabilities or act as agents for Black Swan Drainage or any of its licensees. Their role is strictly limited to performing the tasks assigned to them under our guidance and supervision.

4. Quotations Our quotations are valid for 28 days from the date provided. We reserve the right to change or withdraw any quotation prior to your acceptance. It is essential to review and accept the quotation promptly to avoid any changes in pricing or availability of services.

5. Completion and Additional Costs We or our contractors will strive to complete the work within the quoted figure. Should unforeseen circumstances arise, additional costs may occur. You will be informed immediately and required to accept an amended quote. Any parking penalties incurred due to emergency callouts will be charged to you without additional administrative fees. We aim to park safely, but emergencies may necessitate parking in restricted zones.

6. Pricing The total due, as stated on the quotation, includes all charges, with a minimum charge of one hour for any time spent on-site. This ensures that even short visits are fairly compensated, covering the time and resources allocated for your service.

7. Domestic Customer Payments Domestic customers are invoiced immediately upon completion of work, with payment due immediately. Failure to pay may result in a £25 administration charge, and collection agency fees of 20% will be added to the outstanding amount. This policy helps us manage cash flow and ensure prompt payment for services rendered.

7.1 Commercial Customer Payments Commercial customers are invoiced upon work completion, with payment due within one calendar month unless other arrangements are made. Late payments will incur a £25 administration charge, and collection agency fees of 20% will be applied. This timeframe accommodates the different billing cycles often used by commercial clients.

8. Credit Card Payments Payments via credit card will not be processed until the work is completed. Card details are not stored or shared. Invoices for card payments are not provided; BACS transfer is required for invoiced payments. This ensures the security of your payment information and compliance with data protection regulations.

9. Cheque Payments Cheque payments are only accepted if agreed upon before work commencement. This arrangement must be discussed and confirmed to avoid any misunderstandings during the payment process.

10. Business Hours Standard business hours are 8 AM to 6 PM, Monday to Friday. Work outside these hours may incur additional charges. We strive to accommodate your needs, but additional charges reflect the extended availability of our services.

11. Liability for Property Damage We are not liable for property damage unless due to our negligence. Basic repair of access points will be done, but restoration is your responsibility unless otherwise stated. This policy clarifies the scope of our responsibility and ensures transparency in service delivery.

12. Access and Hazards You must inform us of any hazards and ensure clear access to relevant areas, electricity, and water. Additional charges may apply if these conditions are not met. Providing a safe and accessible work environment is crucial for the efficient and safe completion of our services.

13. Equipment Damage You are responsible for damage to our equipment caused by substandard surfaces or obstructions in the pipework. This ensures accountability and encourages proper maintenance of the areas where our equipment will be used.

14. Guarantee We provide a 30-day guarantee on parts and labor, with specific exclusions. Drain unblocking is guaranteed for 21 days under certain conditions. Guarantee is void if unauthorized work is done on the same subject matter. Our guarantee ensures quality service while outlining conditions that might void this assurance.

15. Fixed Fee Fixed fees apply to single blockages, with additional charges for complex cases or multiple blockages. This clear pricing structure helps manage expectations and provides transparency about potential additional costs.

16. Force Majeure We are not liable for failure to meet obligations due to uncontrollable circumstances. This clause protects both parties in situations beyond our control, ensuring fairness and understanding in unexpected events.

17. Permissions Tenants must obtain landlord permission for work, and listed buildings may require planning permission. Ensuring the necessary permissions helps prevent legal issues and delays in the service process.

18. Cancellation Rights You can cancel the agreement in writing within seven days. Independent contractor cancellations follow their policy. Providing clear cancellation procedures helps manage expectations and ensures both parties understand their rights.

19. Our Cancellation Rights We may cancel the agreement with written notice. This allows us to manage our resources effectively and ensure commitments are met responsibly.

20. Public Drain Failures If, upon attendance and investigation, we determine that a drainage problem is caused by the failure of public drains or sewers, we will advise you that it is the responsibility of the water authority. In such cases, you should contact the water authority for compensation. We reserve the right to apply charges for our attendance, diagnostics, and professional advice provided during the investigation. This policy ensures you are informed of the appropriate steps to take while compensating us for our expertise and time.

21. Call Recording Calls may be recorded for protection, dispute resolution, training, and quality purposes. This practice enhances service quality and provides a reference for resolving any disputes.

22. Camera Inspection Free camera inspections accompany drain clearance work but do not include CCTV reports. This offer adds value to our service while specifying the scope of the free inspection.

23. CCTV Survey Pricing Pricing includes good access; additional charges apply for investigative work. Clarifying these charges helps manage expectations and ensures transparency in our pricing structure.

24. Scheduling We aim to adhere to schedules but are not liable for delays beyond our control. This policy accommodates unforeseen circumstances while prioritizing customer service.

25. Pipework Liability We are not liable for leaks or damage from improperly installed pipework. This clause delineates our responsibility, ensuring clarity in cases where pre-existing conditions affect the outcome of our services.

26. Structural Lining Guarantee Structural lining has a 10-year guarantee, excluding damage from ground movement or water ingress. This extended guarantee reflects our confidence in the durability of our work, while setting realistic expectations for conditions beyond our control.

Independent Contractors

1. Black Swan Drainage may assign work to independent contractors. This allows us to maintain flexibility and ensure timely service delivery.

2. Your dealings with customers from Black Swan Drainage are your responsibility. This clause clarifies the independent nature of contractor-customer relationships.

3. Disputes with customers do not obligate us to become involved. This ensures our focus remains on coordinating and facilitating service provision.

Payment Terms

1. Independent contractors pay a success fee based on agreed percentages. Payment terms are specified in invoices, with penalties for late payments. This policy ensures timely compensation for services rendered.

2. Prompt payment of invoices is mandatory, with penalties for non-payment. Clear payment terms help maintain financial stability and service continuity.

The title of goods remains with Black Swan Drainage until full payment is received. This ensures that ownership is clearly defined, protecting both parties' interests.

Finally, we do record our work from time to time for social media and assume the right unless strictly requested not to by you. we hold the customers right to anonymity to a high level and any such requested will be upheld without question.

At Black Swan Drainage, we understand the importance of a well-maintained plumbing system. Our expert team can provide advice, maintenance, and repairs to ensure your traps and other plumbing components function effectively.

Don’t let a simple oversight lead to unpleasant odours or more serious plumbing issues. Contact Black Swan Drainage today to learn more about our services and keep your home’s plumbing in top shape.

Stay proactive and keep your home odour-free!