Legal
Payment Policy
We aim to keep our pricing and payment process clear and straightforward — you should always know how a job will be charged before it starts.
Payment due after attendance
Payment is due upon completion of each attendance.
For investigations charged on an hourly basis, the final amount will be calculated based on time spent on site and charged in 30-minute intervals. For fixed-price investigations, payment will be due in accordance with the agreed quotation.
How we price investigations
Every leak is different, so we offer two pricing options and agree which one applies with you before any work starts:
- Hourly Rate — charged in 30-minute intervals. Suitable for investigations where the scope of work is uncertain.
- Fixed-Price Investigation — suitable for customers who want price certainty before work begins, and for insurance claims that require a fixed investigation fee.
Multi-day investigations
Some leak investigations may require more than one attendance due to the complexity of the issue, access requirements, or additional testing needed. Where an investigation requires multiple visits, payment is due at the end of each attendance.
Travel fee
For locations outside of London, Essex, and the surrounding areas, a travel fee applies and is payable in advance of attendance. Costs vary depending on location and will be confirmed at the time of booking — never added afterwards.
Cancellation fee
By booking an appointment, you agree that a minimum cancellation fee of £55 will be invoiced if you cancel with less than 24 hours' notice, or are not present at the agreed appointment time and address.
If you need to change or cancel an appointment, please call us on 07377 923413 as soon as possible. We'd always rather move a booking than charge for a missed one.
Insurance claims
Where an investigation is being carried out in connection with an insurance claim, payment remains due from the customer in accordance with this policy, regardless of the status or outcome of the claim. We can provide reports and supporting information to help you recover costs from your insurer, but the agreement for the work is between you and us.
Full terms
This policy forms part of our Terms & Conditions, which apply to every booking.