Terms & Conditions

Norwich Drain Services

Terms & Conditions

1. It is our intention that all the terms of the agreement between us (including details of the services and any goods or materials we are to provide) are contained in this document. If you have any questions or do not accept any of the provisions included in these terms and conditions, please let us know.

2. Independent contractors have no authority to incur liability on behalf of or to act as agent for Norwich Drain Services.

3. Quotations from Norwich Drain Services are valid for twenty-eight days from the date they are given. We may amend or withdraw any quotation at any time prior to acceptance by you.

4. We will do our best to complete the work and provide the goods and materials for the quoted amount. However, due to unforeseen circumstances, we may incur additional costs above the quoted amount. If this happens, we will let you know as soon as possible and explain the reasons for the additional costs. You will be provided with an amended quote to cover the additional costs.

5. Unless otherwise stated, the price payable by you is the price stated as the Total Due on the quotation.

6a. Domestic Customers will be invoiced immediately on completion of the work. The Total Due on the invoice is payable immediately by cheque, cash or bank automated credit (BACS). If you do not pay the Total Due within 7 days of the date on the invoice an administration charge of £5 and interest will accrue on the outstanding amount at the prevailing rate plus 5% until payment is received in full.

6b. Commercial Customers will be invoiced within 5 working days of the work being completed. The Total Due on the invoice is payable within 30 days of the invoice date. Payment is accepted by cheque, cash or bank automated credit (BACS). Failure to pay within this time will incur an administration charge of £5 and interest will accrue on the outstanding amount at the prevailing rate plus 5% until payment is received in full.

7. An administration charge of £10 is payable in respect of each and any cheque we present for payment that is not honoured by your bank for whatever reason.

8. We will carry out work during our normal business hours which are 8am to 6pm Monday to Friday. We may be able to work outside our normal business hours including weekends and bank holidays at an additional cost which will be quoted before work commences.

9. Unless we are responsible for it, we will not include loss or damage to your property (including any cleaning needed) or any other type of loss. If access has to be made to your property to complete a repair, we will fill any holes and leave the surface level but will not replace the original surface or construction. Any redecoration or repair of damage that may be needed following our work is your responsibility, unless we have been negligent.

10. You must advise Norwich Drains Services of anything which may present a hazard or danger to anyone carrying out work on the property or on site, prior to commencement of the work.

11. You must ensure clear access is available to any relevant drains and covers. Any additional work or expense as a result of failure to provide clear access may result in additional charges.

12. If you are a tenant you will need your landlord's permission to allow us to carry out the work. If the property is a listed building you may require planning permission. In either case it is your responsibility to obtain any permission required for the work.

13. Notice of your Right to Cancel. You are entitled to cancel this agreement. If you wish to cancel, you MUST DO SO IN WRITING and deliver personally or send by recorded delivery or registered post to Norwich Drain Services address on the front of the quotation provided at any time WITHIN 7 DAYS starting from the date the agreement is signed. Notice of cancellation is deemed to have been served as soon as it is posted or sent to us or in the case of electronic communication, from the date it is sent to us.

14. What to do of you have a complaint

If you wish to register a complaint, please write to the Managing Director at the following address:

Norwich Drain Services

The Laurels

Green Man Lane




If you cannot settle your complaint with us, you may be entitled to refer it to the Ombudsman Services.

Norwich Drain Services is a member of the Norfolk Trusted Trader scheme. In partnership with Referenceline, Norfolk Trusted Trader offers independent dispute resolution through Ombudsman Services. We will endeavour to resolve any customer disputes fully and fairly through our own internal processes. In the event of a complaint not being resolved we will write a final letter to you called a ‘deadlock’ letter. This letter signals that we have reached the end of our internal complaints procedure and that you may now progress your issues to Ombudsman Services. You can also contact Ombudsman Services if you have not received a deadlock letter within eight weeks of your complaint. The contact details are:

Ombudsman Services

Greenalls Avenue



Telephone: 0333 300 1620

Website: www.ombudsman-services.org