Terms & Conditions

Acceptance of Terms

By engaging KL Drainage for any services, you agree to be bound by these Terms and Conditions. These terms apply to all services provided including emergency call-outs, CCTV surveys, patch lining, remedial works, and preventive maintenance.

Service Scope

Our services include:

• 24/7 emergency drainage response
• CCTV drain surveys and inspections
• No-dig drain repairs (patch lining)
• Minor remedial drainage works
• Preventive maintenance programs
• Drain unblocking and cleaning

Emergency Call-Out Pricing

• Business Hours (Mon-Fri 8:30-17:00): £85 first hour
• Out of Hours (Evenings, weekends, holidays): £95 first hour
• Additional Hours: £60 per hour thereafter

Payment Terms

• Domestic Customers: Payment due on completion of work
• Commercial Customers: 30-day payment terms (unless otherwise agreed)
• Emergency Services: Payment required before leaving site
• Accepted Payment Methods: Cash, bank transfer, company cheque
• CCTV Surveys: CCTV footage and reports remain the property of KL Drainage until full payment has been received for all services

Non-Payment Consequences

Failure to pay for services provided will result in the following actions:

• Debt Recovery: KL Drainage reserves the right to recover costs through legal or debt recovery channels. Ownership of installed materials remains with KL Drainage until full payment is received
• Service Restriction: Internal risk flagging for future service refusal
• Industry Reporting: KL Drainage reserves the right to report serious non-payment or fraudulent activity to legitimate trade associations or credit-checking agencies in accordance with data protection law
• Legal Action: Debt recovery proceedings will be initiated through appropriate legal channels
• Credit Reporting: KL Drainage may use third-party debt recovery services who report to credit reference agencies
• Additional Costs: All legal fees, court costs, and debt recovery expenses will be added to the outstanding amount

Important: Non-payment constitutes breach of contract. Customers will be given written notice and 7 days to remedy payment before enforcement action is taken. KL Drainage reserves all rights to recover costs and protect its business interests through all available legal means.

Additional Costs

The following may incur additional charges:

• Specialist equipment or materials
• Excavation or reinstatement work
• Disposal of waste materials
• Permits or council approvals

All additional costs will be quoted before work proceeds.

Site Access

• Provide safe and reasonable access to work areas
• Ensure work areas are clear of personal belongings
• Inform us of any known hazards or site conditions
• Provide parking facilities where possible

Health and Safety

• Keep children and pets away from work areas
• Inform us of any asbestos or contaminated materials
• Report any safety concerns immediately
• Follow any safety instructions provided by our team

Information Accuracy

• Provide accurate property and contact information
• Describe drainage problems accurately
• Inform us of any previous work carried out
• Notify us of any changes to requirements

Workmanship Guarantee

• Patch Lining: 25-year warranty subject to system condition, chemical compatibility, and manufacturer specifications
• Remedial Works: 12-month guarantee on workmanship
• CCTV Surveys: Accurate reporting guarantee

Patch Lining Warranty Conditions

The 25-year patch lining warranty is subject to the following conditions:

• System Condition: Warranty validity depends on the overall condition of the existing drainage system at time of installation
• Chemical Compatibility: Introduction of non-compliant chemicals that cause premature patch failure will void warranty
• Manufacturer Specifications: Warranty is based on manufacturer's product specifications and compatibility assessments
• Pre-Installation Survey: CCTV survey must confirm system suitability for patch lining
• Proper Usage: System must be used within normal domestic/commercial parameters
• Access: Customer must provide reasonable access for warranty inspections
• Documentation: Warranty claims require supporting manufacturer documentation and installation records

Warranty Exclusions

Warranties do not cover:

• Normal wear and tear
• Damage caused by customer negligence
• Problems arising from pre-existing conditions not disclosed
• Damage from tree roots, ground movement, or acts of nature
• Modifications made by other contractors
• Patch Lining: Damage from incompatible chemicals or deteriorating system conditions
• Patch Lining: Failure due to pre-existing structural defects not identified in initial survey

Blockage Clearing Limitations

No guarantees can be given when clearing blockages as there is no control over what is flushed or entering the drainage system. While we provide professional unblocking services, we cannot prevent future blockages caused by:

• Inappropriate items being flushed or disposed of
• Excessive use of toilet paper or wet wipes
• Sanitary products, nappies, or foreign objects
• Grease, fat, or oil disposal down drains
• External factors such as tree root ingress
• Structural defects in the drainage system

Each blockage clearing service is provided on a call-by-call basis with no guarantee against future blockages.

Service Limitations

• We provide minor remedial works only - not full drainage installations
• Services limited to AB and DD postal code areas
• Some historic or damaged systems may not be suitable for all repair methods
• Emergency response times may vary based on weather and traffic conditions

Liability Limits

• Our liability is limited to the value of services provided
• We carry £5M public liability insurance
• Consequential damages are excluded
• Claims must be reported within 7 days of discovered issue

Customer Cancellations

• Emergency Services: No cancellation charge if cancelled before arrival
• Scheduled Appointments: 24-hour notice required for free cancellation
• Late Cancellations: May incur call-out charge
• No-Shows: Full call-out charge applies

Company Cancellations

We may need to reschedule due to:

• Severe weather conditions affecting safety
• Equipment failure or breakdown
• Emergency situations requiring priority response
• Unforeseen circumstances beyond our control

Alternative appointments will be offered as soon as possible.

Complaint Procedure

If you're unsatisfied with our service:

1. Contact Us: Call 01224 935268 or email info@kl-drainage.co.uk
2. Investigation: We'll investigate your complaint within 5 working days
3. Resolution: We'll propose a resolution within 10 working days
4. Appeal: If unsatisfied, you may escalate to our senior management

Dispute Resolution

• We aim to resolve all disputes amicably
• Independent mediation may be used for complex disputes
• All disputes subject to Scottish law
• Aberdeen Sheriff Court has jurisdiction for legal matters

Payment Disputes

Payment disputes must be raised within 7 days of invoice receipt. Failure to pay or communicate legitimate concerns within this timeframe will be considered acceptance of charges and refusal to pay. Non-payment without valid dispute constitutes breach of contract and triggers enforcement actions as outlined in Section 2.

Your personal information is protected under our Privacy Policy. Key points:

• We collect only necessary information for service provision
• Data is stored securely and accessed on a need-to-know basis
• We comply with GDPR and UK data protection regulations
• You have rights to access, correct, or delete your information
• We may share data with third parties only where legally permitted for legitimate business purposes

Trade Protection

KL Drainage actively cooperates with other drainage companies and trade organizations to protect the industry from non-paying customers and fraudulent activities.

Information Sharing

In cases of non-payment, breach of contract, or dishonest conduct, we reserve the right to:

• Report incidents to relevant trade associations
• Provide references to other contractors when requested for legitimate business purposes
• Maintain records of contractual performance for fraud prevention purposes
• Use third-party debt recovery services where appropriate

Legitimate Business Interest

KL Drainage may retain and process information relating to contractual performance for fraud prevention and credit control purposes. This serves the legitimate business interests of protecting against financial loss and ensuring fair payment for services provided.

Work Documentation and Performance Tracking

All KL Drainage works are comprehensively documented from start to finish to ensure quality control and business protection:

• Pre-work site surveys and condition assessments
• Progress photography and video documentation throughout the project
• Post-completion verification and quality checks
• Customer interaction logs and communication records
• Payment history and compliance tracking

Documentation Purpose

This comprehensive documentation serves multiple purposes:

• Track work progress and performance standards
• Provide evidence of completed works and quality
• Monitor customer reliability and payment behavior
• Document any complaints and their resolution
• Identify patterns of non-payment or problematic customer behavior
• Support legal proceedings if required

All documentation may be used as evidence in disputes, legal proceedings, or when providing references to other contractors.

We are not liable for delays or failures in service due to circumstances beyond our reasonable control, including:

• Severe weather conditions
• Natural disasters or acts of God
• Government regulations or restrictions
• Strikes, labor disputes, or supplier failures
• Pandemic restrictions or health emergencies
• Utility failures or infrastructure problems

We may update these Terms and Conditions from time to time. Changes will be:

• Posted on our website with updated date
• Communicated to existing customers for significant changes
• Effective from the date posted unless otherwise stated
• Applied to new bookings after the effective date

Continued use of our services indicates acceptance of updated terms.

For questions about these Terms and Conditions: