Pro Leak Detection Ltd Terms & Conditions

1. Introduction

These Terms & Conditions apply when you book, request or receive Services from Pro Leak Detection Ltd. By confirming an appointment, paying a deposit, allowing our Engineer to attend, or accepting a quotation, you agree to these terms.

Our aim is to provide specialist leak detection in a clear, professional and evidence-led way. Hidden leaks can be complex, and the success of any investigation depends on the symptoms present, the condition of the Property, access, utilities and the limitations of available test methods.

2. About Pro Leak Detection Ltd

Pro Leak Detection Ltd is a specialist leak detection company serving homes, landlords, insurers, managing agents and commercial properties. We provide leak detection surveys, trace and access investigations, insurance-ready reports and related investigation Services.

Pro Leak Detection Ltd is registered in England and Wales under company number 14770114. Our registered office is 18 East Hill, Woking, Surrey, United Kingdom, GU22 8DN. These terms apply to all Services provided by Pro Leak Detection Ltd unless we agree different terms in writing.

We provide specialist leak detection and related investigation Services. Where a requested Service falls outside our specialist scope, we may decline the booking or recommend that you contact a more appropriate provider.

3. Definitions

• “Pro Leak Detection Ltd”, “we”, “us” or “our” means Pro Leak Detection Ltd.
• “Customer”, “you” or “your” means the person, business, landlord, agent or insurer requesting the Services.
• “Engineer” means a technician, surveyor, plumber or representative attending on our behalf.
• “Services” means leak detection surveys, trace and access investigations, reports, testing, access works or agreed related works.
• “Property” means the address or site where the Services are carried out.
• “ISV” means internal stop valve. “ESV” means external stop valve.

4. Booking Services

Bookings may be made by phone, email, online enquiry or other agreed communication. A booking is not confirmed until we have accepted it and, where required, received the deposit or other agreed payment.

Where a consumer asks us to begin providing the Services during any statutory cancellation period that applies to the booking, we may ask the Customer to make an express request for early performance and to acknowledge the consequences of that request.

You must provide accurate information about the Property, symptoms, access arrangements, parking, hazards, tenancy status and any previous investigations or works. If important information is missing or incorrect, the appointment may take longer, require additional work, or need to be rescheduled.

Appointment times are given in good faith. Traffic, emergency works, access delays, previous jobs or factors outside our control may affect arrival or completion times. We will communicate material delays where reasonably possible.

5. Deposits & Payment

We may request a deposit before confirming an appointment. Where a deposit is required, the booking is not confirmed until that deposit has been received. Deposits may become non-refundable where the cancellation terms below apply, subject to any statutory consumer rights that apply. No deposit is automatically non-refundable where the law requires a refund, and any retained amount should reflect the cancellation terms, costs or Services lawfully chargeable.

Unless we agree otherwise in writing, payment of the balance is due on completion of the visit and before the Engineer leaves the Property. Reports, photographs, findings and other documents may be withheld until cleared payment has been received.

If an insurer, landlord, managing agent or other third party is expected to reimburse you, you remain responsible for payment. Pro Leak Detection Ltd does not normally accept direct payment from insurers unless this has been agreed in writing before the Services are provided.

Materials supplied by Pro Leak Detection Ltd remain owned by us until paid for in full. Late or unpaid invoices may be passed to a debt recovery provider. You may be liable for reasonable recovery costs, interest and administration charges where permitted by law.

6. Cancellations & Rescheduling

Please tell us as soon as possible if you need to cancel or rearrange an appointment. If you cancel or reschedule more than 72 hours before the appointment, we will normally rearrange the booking or refund any refundable deposit, less any costs already agreed or reasonably incurred.

If you cancel or reschedule within 48 hours of the appointment, your deposit may be retained. If you cancel or reschedule within 24 hours of the appointment, a cancellation charge may apply and the deposit may be non-refundable.

If the Engineer has already started travelling or attending the Property, or if access fails when the Engineer arrives, we may charge for the aborted visit. Failed access includes no authorised person being present, keys not being available, required areas being inaccessible, or permission not being in place.

We may also cancel, reschedule or treat the visit as aborted if the Property is unsafe, required utilities are unavailable, access is inadequate, information provided is materially inaccurate, payment has not been made, or the requested work is outside the agreed scope.

Consumer cancellation rights

Consumers who enter into an applicable distance or off-premises contract may have a statutory right to cancel within 14 days after the contract is made. This may apply where Services are booked online, by telephone, by email, or away from Pro Leak Detection Ltd's business premises.

Any statutory right to cancel is separate from the normal appointment cancellation policy above and applies only where the relevant consumer legislation applies. Nothing in the normal 72, 48 or 24-hour cancellation policy limits statutory consumer rights.

Where a Customer expressly asks Pro Leak Detection Ltd to begin the Services during the cancellation period, performance may begin before that period expires. If the Customer cancels after the Services have begun, the Customer may have to pay a proportionate amount for the Services already supplied up to cancellation.

If the Services are fully performed during the cancellation period following the Customer's express request and any acknowledgement required by consumer law, the statutory right to cancel may end. Where a statutory cancellation right is validly exercised, any refund due will be handled in accordance with applicable consumer law, and lawful deductions may be made for Services supplied following an express request for early performance.

A visit specifically requested for urgent repairs or maintenance may fall within a statutory exception, but only to the extent of the urgent work requested. Additional work or goods beyond the urgent work should not be treated as automatically exempt.

7. Scope of Services

The exact scope will depend on the booking, Property and symptoms. Our Services may include the following, where agreed:

• Leak Detection: specialist investigation to locate or narrow down suspected hidden water leaks.
• Trace & Access: investigation and controlled access to reach a suspected leak where appropriate.
• Insurance Reports: written reports setting out observations, tests, images and findings from the visit.
• Leak Detection Surveys: diagnostic surveys for residential, landlord, managing agent, insurer or commercial purposes.
• Urgent leak support: where available, advice or attendance for urgent water leak symptoms within our specialist leak detection scope.

Unless agreed in writing, our Service is to investigate and report on the leak or suspected leak. It does not automatically include permanent repairs, reinstatement, decoration, unrelated plumbing work or works outside the agreed scope.

8. Customer Responsibilities

To carry out a reliable investigation, we need safe working conditions and suitable access. You are responsible for ensuring that:

• we have lawful access to the Property, rooms, cupboards, lofts, plant rooms, meters, stop valves and relevant external areas;
• permission is obtained from the landlord, freeholder, managing agent, occupier or other relevant party where needed;
• water, heating, electricity and other required utilities are available and safe to use;
• the ISV and ESV can be identified, accessed and operated where required;
• suitable drain-off valves are available and accessible where testing or recommissioning requires them;
• known hazards, asbestos risks, contaminated water, unsafe electrics, fragile structures, aggressive animals or other health and safety risks are disclosed before attendance;
• valuables, furniture and stored items are moved where access is required;
• someone authorised to make decisions is available during the visit.

If these requirements are not met, we may be unable to complete the investigation or may need to charge for additional time, repeat attendance or aborted visits.

If required stop valves, drain-off valves or utility supplies are unavailable, inaccessible or unsafe to use, some testing may not be possible. Attendance charges may still apply, and a return visit may be chargeable.

9. Leak Detection Process

We use non-destructive methods wherever appropriate. This means we aim to gather evidence and narrow down the likely leak location before any access works are considered. Methods may include thermal imaging, tracer gas, acoustic testing, moisture mapping, pressure testing, dye testing or camera inspection.

No single technology is suitable for every Property or every leak. Results can be affected by pipe depth, insulation, floor build-up, water movement, system pressure, previous repairs, leak sealants, inaccessible areas, intermittent faults, shared services and the condition of the building.

A survey may still be successful where no plumbing leak is found. Ruling out the plumbing system can be a valuable finding because it helps the Customer, insurer or other specialist consider alternative causes such as building defects, condensation, appliance faults or external moisture sources.

Locating one leak does not necessarily mean there are no other leaks. If symptoms continue, change or reappear, further investigation may be required and additional leaks outside the agreed scope may incur additional charges.

We do not guarantee that every leak can always be located. Our responsibility is to carry out the agreed investigation with reasonable skill and care, explain the evidence found, and advise on the most appropriate next steps based on the findings at the time.

Following attendance, the Customer remains responsible for monitoring the Property and notifying Pro Leak Detection Ltd if symptoms continue, worsen or change.

Certain boiler faults can mimic central heating pipework leaks. Where appropriate, we may advise that boiler faults are checked or resolved before further heating pipework leak detection continues.

10. Trace & Access

Trace and access work is intended to locate a leak and, where appropriate, create controlled access to reach it. Access may involve lifting floor coverings, opening walls, removing panels or exposing pipework. We will aim to keep access proportionate to the evidence available.

Reinstatement, decoration, making good, specialist flooring replacement, drying and permanent repairs are not included unless expressly agreed. Where insurance is involved, your insurer may have its own rules about what access, repair or reinstatement costs it will cover.

11. Reports & Insurance

Reports are based on the symptoms, tests, access, photographs and observations available at the time of the visit. They are intended to help Customers, landlords, managing agents and insurers understand the findings of the investigation.

A report represents professional opinion based on evidence available during the inspection. It should not be interpreted as a guarantee that every defect has been found, that no further leaks exist, or that symptoms cannot return.

An insurance-ready report does not guarantee that an insurer will accept a claim, approve trace and access cover, pay for repairs, or reimburse our invoice. Insurers, loss adjusters and policy providers make their own decisions based on policy wording, evidence and claim circumstances.

If payment remains outstanding, we may withhold the report until the account is settled.

12. Repairs & Recommissioning

Where a repair is agreed, it will be limited to the specific repair discussed and accepted. A repair to one defect does not guarantee that no other leaks, weaknesses or system faults exist elsewhere.

Recommissioning may require working ISVs, ESVs, drain-off valves, safe electrics, suitable boiler or heating controls and a system condition that allows safe refilling or testing. We may refuse to repair, refill, recommission or operate a system if it appears unsafe, defective, contaminated, poorly installed or outside our competence.

Previous leak sealants may reduce the accuracy of testing, mask symptoms or affect the behaviour of pipework, valves, boilers and future diagnosis. If leak sealant has been used, or is proposed, you must tell us before the investigation or repair. We are not responsible for the performance or side effects of third-party sealants.

13. Guarantees

We do not guarantee that every leak can be located, that a system has only one leak, or that all future leaks will be prevented. Hidden leaks can change, worsen, stop temporarily or be masked by building conditions.

Where we carry out agreed workmanship, any workmanship guarantee will apply only to the specific work completed by us and only for the period confirmed in writing. Guarantees do not cover unrelated faults, pre-existing defects, third-party work, unsuitable systems, misuse, frost damage, corrosion, movement, poor installation or lack of maintenance.

14. Fees & Additional Charges

Our quoted fee covers the agreed Service described at the time of booking. Additional charges may apply for extra investigation time, repeat attendance, additional reports, out-of-hours attendance, unexpected access requirements, extended travel, parking, tolls, ULEZ, congestion charge or other site-specific costs.

If further investigation is needed because the original symptoms cannot be confirmed, access is limited, utilities are unavailable, or further defects are discovered, we will explain the position and discuss the options where reasonably possible.

15. Limitation of Liability

Nothing in these terms limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation. Nothing in these Terms excludes statutory consumer rights under applicable UK law.

Subject to that, we are not liable for losses caused by inaccurate information provided to us, lack of access, unavailable utilities, pre-existing defects, hidden building conditions, third-party work, insurer decisions, consequential losses, business interruption, loss of profit or damage that could not reasonably have been anticipated from the agreed Service.

Where access works are agreed, some disturbance to finishes, flooring, decoration, boxing, panels or surrounding materials may be unavoidable. We will aim to work carefully, but we are not responsible for reinstatement unless that work is expressly included.

16. Complaints

If you are unhappy with any part of our Service, please contact us promptly with your name, Property address, appointment date and a clear summary of the issue. We will review the matter and respond as soon as reasonably possible.

You should give us a reasonable opportunity to inspect or review the work before arranging third-party remedial works, unless there is an immediate safety issue or urgent action is required to prevent further damage.

17. Privacy

We process personal information so we can respond to enquiries, manage bookings, carry out Services, issue invoices, prepare reports and maintain business records. Please refer to our Privacy Policy for more information about how personal data is handled.

18. Governing Law

These terms are governed by the laws of England and Wales. Any dispute will be subject to the courts of England and Wales, unless consumer protection law gives you the right to bring proceedings elsewhere.