Terms & Conditions

1. About us

Clear Flow Leak Detection Ltd ("we", "us", "the Company") is registered in England and Wales (Company No. 16471143), with a registered office at 316 Romford Road, Forest Gate, London, E7 8BD. These terms govern the provision of leak detection and related services to customers ("you").

By booking or requesting a service, you agree to these terms. Please read them carefully.

2. Our services

We provide professional leak detection services using non-invasive methods including thermal imaging, acoustic detection, tracer gas, and endoscopic investigation. Our services include, but are not limited to:

• Trace and access leak detection
• Central heating and underfloor heating leak detection
• Mains water leak detection
• Ceiling, flat roof, boiler and drain leak detection
• Damp investigation
• Water damage assessment and restoration

We operate across all 32 London boroughs, Surrey and Kent. We reserve the right to decline bookings outside our service area.

3. Booking and confirmation

A booking is confirmed when we have contacted you by phone, email, or message to confirm the appointment date and time. Submitting an enquiry or estimate request does not itself constitute a confirmed booking.

We will provide an estimated arrival window. While we aim to be punctual, times may be affected by traffic, prior jobs, or emergency call-outs. We will contact you if we expect a significant delay.

4. Pricing and payment

Prices are quoted per job following an assessment of your enquiry. Estimates provided prior to a visit are based on the information you supply and may be revised following the engineer's on-site assessment.

We will not carry out additional work beyond the agreed scope without your approval. Any variations to the agreed scope will be quoted before work proceeds.

Payment is due on completion of the job unless otherwise agreed in writing. We accept payment by bank transfer, card, or other methods as agreed.

For property management companies, estate agencies, and other corporate or commercial clients, we may allow payment within 48 hours of completion of the repair, at our discretion. If payment is not received in full within this 48-hour period, the outstanding balance will be referred to a debt collection agency, and you may become liable for any additional interest, fees, and costs incurred in recovering the debt.

Late payment may incur interest at the rate of 8% per annum above the Bank of England base rate, in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 (where applicable).

5. Access and customer responsibilities

You are responsible for ensuring our engineer has safe and unobstructed access to the relevant areas of the property. This includes:

• Clearing access to suspected leak locations
• Ensuring utilities (water, gas, electricity) can be isolated if required
• Informing us of any health and safety risks at the property
• Where the property is tenanted, obtaining relevant consents from tenants prior to our visit

We reserve the right to charge a cancellation fee if access is not available at the agreed time through your fault (see clause 6).

6. Cancellation policy

We ask for a minimum of 24 hours' notice to cancel or reschedule an appointment. Cancellations with less than 24 hours' notice, or where our engineer attends and cannot gain access, may be subject to a cancellation charge to cover costs incurred.

We will notify you as early as possible if we need to reschedule, and will not charge you for cancellations made by us.

7. Written report

On completion of a successful leak detection, we will provide a written report documenting the location of the leak, the method used to identify it, and our findings. This report is suitable for submission to your insurer or loss adjuster as part of a trace and access claim.

8. Limitation of liability

We carry public liability insurance. Our liability to you in connection with any service is limited to the amount paid for that service, except where liability cannot be excluded or limited by law (including death or personal injury caused by our negligence, or fraud).

We are not liable for:

• Pre-existing damage at the property unrelated to our service
• Consequential or indirect losses arising from a leak, including damage to contents
• Delays caused by factors outside our control
• Decisions made by third parties (including insurers) based on our report

9. Complaints

If you are not satisfied with our service, please contact us in the first instance at support@clearflowleakdetection.co.uk or call 0203 886 2316. We aim to acknowledge complaints within 2 business days and resolve them within 10 business days.

10. Governing law

These terms are governed by the laws of England and Wales. Any disputes arising from these terms or our services shall be subject to the exclusive jurisdiction of the courts of England and Wales.

11. Changes to these terms

We may update these terms from time to time. The version in force at the time of your booking applies to that booking. We will publish updated terms on this page with a revised date.