Unlike some, we are happy to publish our full terms and conditions, they are pretty straight forward and if you have any questions please give us a call or drop us an email. But we have highlighted the main bullet points below…
The biggest problems occur from a lack of access!
Good examples are locked doors in multiple occupancy homes, shared water mains and leaks traced to another property or area we have no access to.
We have lots of heavy kit in our vans and do ask that you try to provide parking if available and understand that feeding a meter or buying a parking permit is an addition to the invoice. If there is a real problem parking, please let us know when you book, so we can make arrangements.
Due to the complexity of heating systems/boilers and that these are often contaminated with rust and leak seal, we do not carry out heating leak detection on a ‘no find – no fee’ basis.
On extremely rare occasions there are problems getting a heating system to work properly after a leak detection. All heating systems should be able to be drained and refilled without any issue but there are times where they just will not function, partially function or stop a day or so later and this is beyond our control, while we will try to advise, we accept no responsibility or costs involved. Often it is simply a case of bleeding air from the system, with a bit more pressure in the system than usual, but there are times where you will need to use a local heating engineer. To reiterate, this is an exceptionally rare occurrence and normally due to design or installation issues, but it is only fair to mention it.
1. Inspection Access:
a. We need to ‘see’ the maximum area of floor possible; these areas need to be as uncluttered as possible.
b. We only undertake destructive access under instruction.
c. Method of detection is at the discretion of our engineer.
d. We will try to work around limited access, heavily cluttered areas, refusal of methods or refusal/lack of access may result in our engineer being unable to conclude his work & our full fee will be due.
e. In multiple occupancy property (shared accommodation or flats) we may need access to the adjacent property(s). Where this access is not possible, or the leak is traced to beyond the client’s property, this will be a chargeable leak detection visit.
2. Fees & Payment:
a. Our ‘no find no fee’ leak detection is per visit for domestic customers of a single dwelling, for leaks on hot/cold pipework and water mains, it excludes commercial leak detection, shared water mains as well as damp/roof investigation and swimming pool leak detection. Please note that due to the complexity of heating systems/boilers and that these are often contaminated with rust and leak seal, we do not carry out heating leak detection on a ‘no find – no fee’ basis.
b. For successful location of a significant leak, where we suspect more leaks are present we will attempt to detect these, however the first leak may disguise additional leaks.
c. Additional visits if required, are charged at the current rate, but we will try to identify everything in a single visit.
d. Parking is chargeable as are parking tickets caused by no parking available (e.g property is on a red route or has no parking permit available) as is any congestion charge LEZ/ULEZ cost to attend.
e. On successful leak detection, payment is due before our engineer leaves. Credit/debit card, cash or BACS are acceptable forms of payment. Cheques are not accepted.
f. When appointments are made where payment is not to be made directly to our engineer on site (e.g. landlords/letting agents), payment must be made in advance.
g. Reports are only released after payment has been made in full.
h. We do not carry out permanent repairs, any repairs made are for mitigation only and should be considered temporary and without warranty. Materials remain the property of UK Leak Detection/Intratech Ltd until invoice is paid in full.
i. Repairs are at additional cost.
3. Access, Repairs & Re-commissioning of heating systems:
a. When requested our engineer will refill and bleed air from the heating system as is practical. We recommend air is bled again a week later by the occupier to remove any remaining air.
b. Where a heating system will not work properly after leak detection has been carried out, this may require the attendance of a heating/boiler engineer. UK Leak detection do not accept liability for works required from a system being drained for leak detection.
c. Leak detection fee is for the successful, non-invasive location by instruments or devices, access is not part of leak detection. It is often necessary and prudent to delay access while liaising with insurance and loss adjusters.
4. Refusal of repair/re-commissioning:
a. In the rare occasion where our engineer considers an installation dangerous or beyond repair, we reserve the right to refuse repair and/or re-commissioning even after successful leak detection.
b. Reasons for a refusal could be poor ventilation of a gas appliance, incorrect plumbing of an un-vented cylinder, fire hazard, liquid leak seal or degraded pipework where further leaks are inevitable.
c. This is at the discretion of the engineer on site and the leak detection fee is applicable.
5. Leak detection of Swimming Pools:
a. Pool level needs to be accurately measured/marked at the normal level and (where possible) it drops to.
b. If you have a maintenance person, contact either before or on the day can be essential.
c. Unless agreed, the pool level needs to be at its normal full level.
d. The pool needs to be in a hygienic condition fit to be swum in.
e. Heated pool is preferable to test under working conditions.
f. The pool should not be green with algae or full of leaves/debris and particularly dead animals.
g. Pool not to be ‘flashed’ with chlorine or acid for our inspection as this burns the skin and damages our equipment.
6. Leak detection & localization:
a. Using a range of equipment, we will localize a leak to a specific area; there are certain limits to non-invasive methods and materials can shift detection results and may enlarge the area of repair to both pipe work and flooring.
b. Ducting, sheathing and glued vinyl can block trace gas leak detection. In the case of a floor covering over a solid floor blocking access, we will endeavour to localize with other methods (damp, thermal, acoustic).
c. In the case of a sprung floor we can locate a room or area of the leak, as the gas used will spread in the void localization is much harder. Using thermal and sound equipment we will endeavour to reduce this area.
d. Our equipment can ‘set’ liquid leak seal (temporarily fixing the leak) it is imperative that we know if leak seal is in the system, as the use of leak seal can invalidate your boiler warranty. Systems where leak seal has been used are not covered under our ‘no find-no fee’ service.
e. Leak detection is also considered successful where we find no leak is present (e.g. after incorrect or mistaken water authority notification).
f. Leak detection may identify an issue (such as a boiler fault causing pressure loss) by a process of elimination. Leak detection is considered successful (see 6.e) where heating systems have been tested and found not to leak and results indicate a thermal or boiler fault.
7. Damage, Liability & Complaints:
We accept no liability for:
a. Damage during normal activities, to detect, access and/or repair a leak.
b. Damage caused by undetected leaks.
c. Failure of a repair connected to existing pipework.
d. Blockage/failure from leak detection, access or repair.
Whilst every effort is made is made to locate a leak without destructive works, there is no replacement for physically accessing an area. Where there is subsequent doubt over the leak location we will re-attend to confirm the leak location, on the basis that:
e. The area has not been accessed
f. No repair has been made
g. No leak sealant has been used
h. The leak is the same rate of loss as reported
i. Second visit is arranged within 14 days of original detection.
If our findings are proven incorrect (within the limitations of section 6) there will be no charge for this second visit, if we still fail to find the leak, we will refund our original fee.
However if a leak is found to be in the same leak location, re-attendance is chargeable at the same rate as original leak detection.
Where a repair is made to an indicated area and there is further leakage found not to be from the original location (a different, concurrent or subsequent leak) re-attendance is charged at the standard rate.
8. Reports, Images & Documentation:
All reports, photographs and documents remain the property of UK Leak Detection. Their dissemination, distribution and/or publication is at the discretion of UK Leak Detection who reserve the right to store documentation and images obtained during inspection and use these as seen fit, including training, advertising and publication. UK Leak Detection will endeavour to remove anything that would identify our client or location from any images.There are limits to what technology can provide and while UK Leak Detection, make every effort to ensure the accuracy/reliability of our reports/findings. Information is presented ‘as is’ with no warranty as to accuracy and is intended for guidance only. No expenditure should be undertaken based on information conveyed in reports or verbally.
We adopt a system common across other sectors such as dentists and lessons.
A booking made on the phone with our staff is in the diary and considered a formal booking
Bookings cancelled within 1 working day/24-hours will need to be subject to 100% charge
Bookings cancelled within 2 working days/48-hours will be subject to a 50% charge
For example a Wednesday booking would need to be cancelled on Monday for no charge to be applied and a Monday booking cancelled on Thursday.
We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied.
To ensure we are able to put things rights as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction. In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible.
Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact us on 0117 456 6031 or via their website http://www.disputeresolutionombudsman.org/which-trusted-traders-partnership/