Introduction: 

These Terms and Conditions set out the terms on which Prestige Flow Ltd. agrees to provide plumbing, drainage, CCTV survey & patch/lining repairs, and groundwork services to you, including the supply of materials and/or products necessary to complete the Services. 

The Services may be either:

 • Emergency Services: where immediate action is required. 

 • Scheduled Services: where non-urgent Services are pre-booked.

Estimates and Payment:

 • Written Estimate: Payment of 50% of the Charges must be made upon entering the Contract. The balance is due in full upon completion of the Services. 

 • Emergency Services: Payment may be required in full before Services are provided. If not paid in advance, full payment is required upon completion. 

 • Payment Methods: Accepted methods include credit/debit card, secure payment device on-site, bank transfer, and cash. Cheques are not accepted. For bank transfers, instant transfer methods must be used. 

 • Invoice Terms: Invoices are due within 7 working days, though full payment on completion is preferred. Unpaid invoices will be subject to debt collection services, with any additional costs incurred being the responsibility of the client.

Service Completion and Reporting: 

 • Upon completion, clients will receive a detailed report including: 

 - Description of repairs 

 - Investigation findings 

 - Further recommendations 

 - Hourly rate cost 

 - Material costs 

 - Photos of the work 

 - Final cost and VAT breakdown 

 - A charge of up to 15 minutes may be added for the preparation of the work report and invoice.  

Additional Engineers: 

 • When a second engineer is required, the on-site engineer will inform the client and explain the additional costs. Authorisation (verbal or written) from the client is needed before the second engineer attends. 

 • The second engineer’s rate will be discounted by 20% from the active cost rate.

Health and Safety:

 • Prestige Flow Ltd, prioritizes health and safety in all operations. Clients must follow engineers' instructions to ensure safety. Failure to comply with safety instructions will absolve Prestige Flow Ltd. of any liability.  

Booking Services: 

 • Orders for Services can be made via email, company website, phone, WhatsApp, or Instagram. Contact details are provided on the company website, business cards, and leaflets. 

Contractual Terms: 

 •  These Terms and Conditions, together with any verbal or written estimates, form the contract between you and Prestige Flow Ltd. 

 • Emergency Services: Binding once you accept the rates and agree to our attendance. 

 • Scheduled Services:  Binding once you accept the Written Estimate and pay 50% of the Charges.  

Parking and Penalty Charges:

 • Any parking fines incurred during service provision will be billed to the client, except for congestion charges. 

Fines include:

 • Red route: £160 (reduced to £130 if paid within 14 days) 

 •  Bus lane: £160 (reduced to £130 if paid within 14 days) 

 •  Double yellow: £130 (reduced to £65 if paid within 14 days, varies by borough) 

 • Single yellow: £130 

Cancellation Policy: 

 • Clients remain responsible for any portion of Services performed or Goods provided prior to cancellation, including non-refundable Goods and return fees. 

 • Full cost is due if Services and Goods are fully provided before cancellation. 

 • Reimbursements for unperformed Services or undelivered Goods will be made within 14 days of cancellation notification.

Charges and Services:

 • Emergency Services: Charges are based on time spent and cost of Goods, with a minimum charge for the first hour and 15-minute intervals thereafter.

 • Service Standards: Services will be provided with reasonable care and skill, and Goods will be of satisfactory quality. 

No Guarantee Circumstances

No guarantees are provided in the following scenarios: 

 • Payment not received in full

 • Blockages in waste or drainage systems 

 • Services performed against our advice 

 •  Services on installations/appliances in poor condition

 • Damage from fractured or frozen pipes  

Complaints Procedure:

 • Complaints should be directed to: info@prestigeflow.co.uk 

 • A thorough investigation will be conducted, and a response provided within 10 working days. 

 • Complaint emails should include: 

 - Full Name 

 - Address (Optional) 

 - Contact Number 

 - Additional contact information

Privacy Policy: 

Personal information collected during booking will be handled responsibly. Information collected includes:

 • Name, address, phone number, email address, billing information, and feedback.

 • This information is used to fulfill bookings and provide optimal service.

Liability: 

 • Prestige Flow Ltd. will not be liable for damage, loss, costs, or claims arising from the client’s failure to agree to recommended Services or Goods. 

Final Provisions 

 • These Terms and Conditions may be amended from time to time. Any changes will be communicated to clients. 

 • By using our services, clients agree to these Terms and Conditions in full.