With over 70 vehicles we are one of the largest privately owned Drainage, Plumbing, Heating and Building service companies in the UK.
These are Defluo’s Terms & Conditions and tell you how Defluo will provide services to you, as well as your rights and what to do if there is a problem and or want to cancel.
Please ensure you read these terms carefully before placing an order with us.
By placing an order with Defluo you are agreeing to these terms and conditions.
We reserve the right to refuse or decline to undertake any work or order at our discretion and have the right to designate the tradesperson/tradespeople who will represent us.
Hourly rate costs
As per our transparency policy, our hourly rates are fully viewable on our website and by instructing Defluo you agree to these rates. Labour (Which will be the amount of time spent by the tradesperson’s attendance and carrying out work, including all time spent in obtaining non-stocked materials for same day fixes) will be charged as per our current hourly rates with a minimum charge of 1 hour and then in 30-minute increments thereafter.
We will cap the time spent collecting materials to 1 hour. In unforeseen circumstances that the material collection time is likely to exceed 1 hour you will receive prior notification and we will only proceed with your authorisation. All charges are subject to VAT unless specifically advised.
In any instance a service is unable to be performed under our hourly rates we will provide you a written quotation for a fixed price, which is valid for 3 months.
The total charged to you will be inclusive of labour & materials and include VAT.
Where a written estimate has been supplied to you, the total charge outlined in the estimate should not increase by the actual time taken by more than 25%, but we may revise under the following circumstances:
The customer shall ensure that the terms of the order are complete and accurate; the customer shall co-operate with Defluo in all matter relating to the services; customer shall provide Defluo (employees, agents etc) with access to the premises and other facilities as reasonably required; customer shall provide Defluo with such information, materials and utilities as supplier may reasonably require; customer shall keep all materials, equipment, documents and other property of the Defluo at the premise in safe custody, maintain materials in good condition. The customer will ensure payment on completion of the visit directly to the engineer by either cash or card.
At our discretion, Defluo may from time to time apply promotional offers, which may be offered verbally, website and or social media. Offers may vary and cannot be in conjunction with each other.
Invoices & Payment
Prior to arranging an engineer on our hourly rates, you agree to pay the hourly rate as stipulated on our website and or by the call handler.
Payment in full is required on completion of the visit with cash or card and directly to the engineer.
With new customers a 1-hour deposit may be taken by the office to secure the booking and any balance outstanding after the 1 hour will be made by you to the engineer on completion of the visit.
On agreement of a fixed price estimate you will be required to pay a deposit of 50% immediately to secure the works and the remaining 50% will be paid on completion of the visit in cash or card to the engineer.
We do however reserve the right to request full payment or further advances at our discretion.
You accept sole liability to make payment in full to carry out any work and/or supply materials.
For any unpaid invoices, Defluo reserve the right to accrue and charge interest on the full invoice value at a rate of 4% over the base rate until payment is received by us in full.
When a date and/or time is agreed, although Defluo will always endeavour to achieve this, we however cannot accept any liability in respect of the non-attendance or late attendance on site of the tradesperson, or for the late or non-delivery of materials.
We will not be liable for costs, including consequences of when not performing any of our obligations. If delays do occur beyond our reasonable control, then we will be entitled to an extension for performing such obligations.
If you need to cancel or rearrange your booking you must notify us with at least 24 hours’ notice as you may be subject to a cancellation fee.
Cancellations involving materials being supplied, you will be liable for the cost of any time and materials incurred by us, together with the profit that would have been made by us, in accordance with the original estimate.
Defluo will provide a 12 month guarantee on materials and labour carried out by a Defluo tradesperson, in the case of faulty workmanship or parts. This is active from the date of completion of the work and in addition to any manufacturer’s warranty/warranties.
The guarantee provided by us will become null and void if any work/materials supplied by us is subject to misuse and or negligence.
If the work is repaired or tampered with by anyone other than a Defluo engineer, then under these circumstances Defluo would be unable to accept any liability for any fault and or damages.
We will only guarantee direct work undertaken by us and only when full payment has been made.
Defluo will not be held responsible for any pre-existing system or setup including claims of other work being overlooked or subsequently requested that has not been undertaken at the time of the visit and or any subsequent damage or pre-existing issue, including parts.
Blockages, Defluo will provide a 3-month guarantee.
Materials supplied by Defluo for installation only will be provided to you at retail cost plus a 25% markup. By Defluo applying the mark-up will act as an additional service to you which we will supply a labour guarantee for any parts supplied and becoming faulty for 12 months.
If the manufacturer is unable to repair, then Defluo will repair/replace free of charge inclusive of labour within 12 months of installation.
Materials supplied by Defluo shall remain our property until paid for in full and therefore we have your consent to recover, sell or dispose of the goods without prior notice.
We reserve the right to pursue any costs via legal channels in relation to loss/theft and or damages.
On the occasion a warranty visit is required by Defluo, we will arrange a recall visit. On a recall visit our attendance will be arranged free of charge, however if on our attendance we find that the issue is unrelated to our previous work then the visit would become chargeable on our standard hourly rate.
Making a complaint
We always strive to provide the best possible customer service. If however you feel that we have fallen short on any occasion, you may email a complaint to email@example.com, where one of our friendly staff members will reach out to you and aim to conclude any complaint within 72 hours.
You can also reach our team 24/7 on 0800 9999 200.