1. Introduction
These Terms and Conditions outline the basis on which Prestige Flow Ltd agrees to provide plumbing, drainage, CCTV survey & patch/lining repairs, and groundwork services to all commercial and domestic properties, including the supply of materials and products necessary to complete the services.
By booking a service or repair with Prestige Flow Ltd, you are entering into a binding agreement to uphold the terms and conditions outlined herein. This agreement remains in effect from the moment the booking is confirmed until the completion of the works or repairs and payment is taken.
Types of Services
• Emergency Services: Immediate assistance where an engineer is dispatched to your site or property to address urgent issues. Repairs may be carried out on the spot.
• Scheduled Services: Non-urgent services that are pre-booked. The client will be informed of the planned date and time of attendance by an engineer.
2. Estimates and Payment
• Written Estimates: A 50% deposit is required upon acceptance of a written estimate. The remaining balance is payable in full upon completion of the services.
• Emergency Services: Full payment may be required in advance. If not paid in advance, payment is due immediately upon completion of the service.
• Payment Methods: Payments can be made via credit/debit card, on-site payment device, bank transfer, or cash. Cheques are not accepted. Bank transfers must be made using an instant transfer method. Note: Prestige Flow Ltd does not store or retain any payment details.
• Invoice Terms: Payment terms are agreed upon with the client at the outset of the service. Payment options include immediate payment, 14-day, 30-day, or 60-day terms. If payment is not received within the agreed period, a £60 late fee will be charged every 10 days the balance remains unpaid. If an invoice remains outstanding for more than 30 days with no client communication, Prestige Flow Ltd reserves the right to pursue the following actions:
• Debt Collection Services: All related costs will be passed on to the client.
• Legal Action via Small Claims Court: Any additional legal costs will be the responsibility of the client.
3. Service Completion and Reporting
Upon completion of the service, clients will receive a detailed report that includes:
• Description of repairs
• Investigation findings
• Further recommendations
• Hourly rate cost
• Material costs
• Photos of the completed work
• Final cost breakdown, including VAT
Note: A charge of up to 15 minutes may be applied for the preparation of the work report and invoice.
4. Company Rates
Drainage Services
• Monday to Friday (8:00 AM - 6:00 PM): £120/hour (plus VAT)
• Monday to Friday (6:00 PM - 8:00 AM): £140/hour (plus VAT)
• Weekend Rate: £140/hour (plus VAT)
Plumbing Services
• Monday to Friday (8:00 AM - 6:00 PM): £105/hour (plus VAT)
• Monday to Friday (6:00 PM - 8:00 AM): £115/hour (plus VAT)
• Weekend Rate: £115/hour (plus VAT)
CCTV Survey Services
• Fixed Cost (Monday to Sunday): £175 (plus VAT)
Outer London Boundaries
For work carried out beyond the London M25, there is a call-out fee. This fee covers travel for up to 100 miles outside the M25. For distances beyond 100 miles, the call-out fee will be adjusted accordingly.
Note: Rates may be subject to change during:
• Bank holidays
• Christmas and New Year weeks
• Periods of national lockdown or pandemic-related restrictions
5. Additional Engineers
If a second engineer is required, the client will be informed of the need and the associated costs. Client authorization (verbal or written) is required before the second engineer attends.
The rate for the second engineer will be discounted by 15% from the standard rate.
6. Health and Safety
Prestige Flow Ltd prioritizes the health and safety of its engineers, clients, and the public. Clients are required to comply with safety instructions given by our engineers. Failure to comply with these instructions releases Prestige Flow Ltd from any liability related to health and safety.
7. Booking Services
Clients can book services through the following channels:
• Company website
• Phone
Contact details are available on the Prestige Flow Ltd website, business cards, and marketing materials.
8. Contractual Terms
• Emergency Services: The contract becomes binding once you accept the rates and agree to the service call-out.
• Scheduled Services: The contract becomes binding once you accept the written estimate and pay the required 50% deposit.
9. Parking and Associated Charges
Due to the tools and machinery required for service, Prestige Flow Ltd makes every effort to find suitable parking within a 0.1-mile radius from where the work site or property is. If no suitable parking is available, it may be necessary to park in restricted areas (e.g., single/double yellow lines or red routes).
Parking fines incurred under these circumstances will be the responsibility of the client. Previous appeals for such fines have been unsuccessful. Therefore, any charges incurred during service provision will be billed to the client (excluding congestion charges).
Examples of fines include:
• Red Route: £160 (£130 if paid within 14 days)
• Bus Lane: £160 (£130 if paid within 14 days)
• Double Yellow: £130 (£65 if paid within 14 days)
• Single Yellow: £130 (£65 if paid within 14 days)
10. Cancellation Policy
• Clients will be liable for any portion of services performed or goods supplied before the cancellation.
• Full payment is due if services and goods have been fully provided prior to cancellation.
• Reimbursement for unperformed services or undelivered goods will be made within 14 days of receiving the cancellation notice.
11. Charges and Services
• Emergency Services: Charges are based on time spent and cost of materials, with a minimum charge for the first hour. Subsequent charges are calculated in 15-minute intervals.
• Service Standards: Services will be delivered with care and skill, and materials will be of satisfactory quality.
Materials: All materials purchased by Prestige Flow Ltd will include a 25% markup.
Collection of Materials: If an engineer needs to leave the site to collect materials, up to 40 minutes will be charged for their time off-site. If the engineer is away for longer than 40 minutes, the charging period will pause until the engineer returns to the site.
12. No Guarantee Circumstances
Guarantees will not be provided in the following scenarios:
• Blockages in waste or drainage systems (Don’t guarantee blockages after they’ve been cleared)
• Services performed contrary to our professional advice
• Services conducted on installations or appliances in poor condition
• Damage caused by fractured or frozen pipes
13. Complaints Procedure
Complaints should be submitted to info@prestigeflow.co.uk.
The following details should be provided:
• Full name
• Address (optional)
• Contact number
• Additional contact information
Prestige Flow Ltd will investigate and respond within 10 working days.
14. Privacy Policy
Prestige Flow Ltd is committed to protecting client privacy. Personal information collected includes:
• Name, address, phone number, email, billing details, and feedback
This information is used solely to fulfill bookings and deliver optimal service. Your data will be handled in accordance with applicable privacy laws.
15. Liability
Prestige Flow Ltd will not be held liable for damage, loss, costs, or claims resulting from the client’s failure to follow our professional advice regarding recommended services or materials.
16. Final Provisions
Prestige Flow Ltd reserves the right to amend these Terms and Conditions at any time. By using our services, clients agree to the Terms and Conditions in full.
