Terms of service

1. Who these terms are with

These terms apply to work carried out by Mr Leak Ltd, trading as Mr Leak, of 14 Russell Square, Brighton, BN1 2EE. Booking a visit means you accept them.

2. What we are engaged to do

Unless we have agreed something different in writing, we are engaged to investigate the cause of an escape of water or of damp at the address you give us, using non-invasive methods first, and to report what we find. Any repair is a separate matter, agreed on site or quoted before it starts.

Detection is skilled work but it is not a guarantee of outcome. Some leaks are intermittent, some are inaccessible, and occasionally a survey narrows the possibilities without isolating a single point. In that case we will tell you plainly what has been ruled out and what we would do next; the time spent is still chargeable.

3. Charges

• Work is charged by the half hour with a half an hour minimum, then in fifteen-minute units.
• Rates depend on the time of day and are published on our pricing page. There is no call-out fee and no surcharge for an emergency.
• Longer jobs attract the published duration discounts, applied automatically.
• All prices exclude VAT, which is added at the prevailing rate.
• Congestion Charge, ULEZ and paid parking are passed on at cost where they apply, and we will tell you before booking if they do.
• Materials used on a repair are charged in addition and itemised.

4. Payment

Payment is due on completion of the visit unless we have agreed account terms in writing. Where an insurer is expected to reimburse you, our contract is still with you and payment remains due whether or not the claim has settled.

5. Access and site conditions

You are responsible for providing safe access to the property and for telling us about anything that affects it, including asbestos, structural defects and the position of buried services where these are known. Someone over 18 must be present, or you must arrange key holder access in advance. If we cannot gain access at the agreed time we may charge for the visit.

6. Access openings and making good

Finding and reaching a leak sometimes requires an opening to be made. We will always keep it as small as the job allows, and we will explain what is needed before we do it. We make openings good to a sound and safe standard; full decorative reinstatement, such as re-screeding, re-tiling or redecoration, is a separate quoted item and is normally recoverable under trace and access cover.

7. Our guarantee

Workmanship on repairs we carry out is guaranteed for 12 months from completion. The guarantee covers our work and does not extend to unrelated failures elsewhere in the system, to pre-existing defects, or to damage caused by others after we leave.

8. Liability

We hold public liability insurance and we are responsible for loss or damage we cause by failing to use reasonable care and skill. We are not liable for damage that had already occurred before we attended, for the ongoing consequences of a leak we were not engaged to find, or for indirect or consequential loss such as loss of rent or business interruption. Nothing in these terms limits our liability for death or personal injury caused by negligence, for fraud, or for anything else which cannot lawfully be limited.

9. Reports

Reports are prepared for you and for the insurer or adjuster handling your claim. They record our findings at the date of inspection and should not be relied on by third parties for other purposes without our written agreement.

10. Cancellation

If you are a consumer you normally have 14 days to cancel a contract made away from our premises. Where you ask us to attend inside that period, as most people needing a leak found do, you agree that we may begin work straight away and that you will pay for work already done if you then cancel.

Please give us as much notice as you can if you need to move a booking. We may charge for a visit cancelled with less than 24 hours notice where an engineer has already been dispatched.

11. Complaints

If something has gone wrong, tell us. Email info@mrleak.co.uk or call 01273 936 030. We aim to acknowledge a complaint within two working days and to resolve it within fourteen.

12. Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.