Terms & Conditions

1. Booking & Appointments

By booking an appointment with Direct Leak Detection, you agree to these Terms & Conditions.

Appointments are reserved specifically for your investigation. Customers must provide accurate information regarding the property, suspected leak, access requirements, and any relevant details that may assist the investigation.

We reserve the right to reschedule appointments where access is unavailable, information provided is inaccurate, or circumstances outside of our control prevent attendance.

2. Payment Policy

At Direct Leak Detection, we aim to keep our pricing and payment process clear and straightforward. A fuller explanation is set out on our Payment Policy page.

Payment Due After 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.

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.

3. 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 fail to attend your scheduled appointment.

4. Leak Investigation Process

Direct Leak Detection uses specialist diagnostic equipment and non-invasive methods where possible to assist in locating the source of leaks.

The time and methods required for an investigation will vary depending on factors including:

• Property construction
• Accessibility of pipework
• Type and location of the suspected leak
• Previous alterations or repairs

While we use professional methods and equipment, we cannot guarantee that every leak source can be identified without suitable access or further investigation.

5. Access Requirements

Customers are responsible for ensuring reasonable access to areas required for investigation.

If access is restricted or unavailable, this may affect the investigation process and additional visits may be required.

Where destructive access is necessary, this will be discussed with the customer before any work is carried out.

6. Reports & Findings

Where requested, a written report can be provided detailing:

• Investigation methods carried out
• Findings
• Supporting images and readings where applicable
• Recommendations

Reports provide a record of the investigation and findings at the time of attendance.

7. Repairs

Where suitable, Direct Leak Detection can carry out repairs following identification of the leak.

If a repair falls outside the work we undertake, we will advise accordingly and may recommend a suitable specialist.

8. Insurance Claims

We can provide investigation reports and supporting information to assist customers with insurance claims where required.

Customers remain responsible for confirming their insurer's requirements, policy coverage, and approval process before arranging work.

9. Our Commitment

We carry out every leak investigation using professional equipment, appropriate diagnostic methods, and a thorough, methodical approach. Wherever possible, we use non-invasive techniques to minimise disruption to your property.

Please note:

• We are not responsible for existing damage, defects, or faults that are unrelated to our work.
• Some leaks cannot be confirmed without suitable access or additional investigation.
• Appointment times and investigations may occasionally be affected by circumstances outside of our reasonable control.

10. Customer Responsibilities

To help us carry out your investigation safely and efficiently, customers are responsible for:

• Providing accurate information about the suspected leak and any known history of the issue.
• Ensuring safe and reasonable access to all relevant areas of the property.
• Informing us of any known hazards, restrictions, or access limitations before our attendance.
• Ensuring that someone aged 18 or over is present during the appointment where required.
• Making payment in accordance with these Terms & Conditions.
• Ensuring that pets are kept under control during the investigation.
• Obtaining permission to access the property if you are not the owner.

11. Your Information & Data Protection

To carry out an investigation we need information about you and your property. When you book, that includes your name, phone number, email address, the property address, your description of the problem, and any photographs or videos you choose to upload. Direct Leak Detection is the data controller for that information under UK GDPR and the Data Protection Act 2018.

We use it to arrange and carry out your appointment, to contact you about it, to produce findings and reports, and to keep records of work carried out and payments due. Our lawful basis is performance of our contract with you, and our legitimate interest in running and evidencing our work. Where the law requires us to keep records — tax records, for example — the basis is our legal obligation.

Photographs and videos of your property. Anything you upload is stored privately and is not published, listed publicly, or used for marketing. We use it to prepare for your appointment and, where relevant, to support the findings in your report. If you would prefer us not to retain images after the work is complete, tell us and we will delete them.

We do not sell your information and we do not share it for advertising. We share it only where necessary: with your insurer or their appointed agent when you have asked us to support a claim, with a specialist we refer you to with your agreement, and with the service providers who run our booking, email, calendar and file storage systems on our behalf. Where a provider processes data outside the UK, appropriate safeguards apply.

We keep booking and investigation records for six years, which reflects the period in which a claim could be brought and the retention period expected for business records. Uploaded photographs and videos are deleted sooner where they are no longer needed, or on request.

You have the right to ask for a copy of the information we hold about you, to have it corrected, to have it deleted, to restrict or object to how we use it, and to receive it in a portable format. To exercise any of these, contact us at info@dld247.com or 07377 923413. We will respond within one month.

If you are unhappy with how we have handled your information you can complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113. Full detail of how we handle personal data is set out in our Privacy Policy.

12. Acceptance of Terms

By booking an appointment with Direct Leak Detection, you confirm that you have read and agree to these Terms & Conditions.

13. Governing Law

These Terms & Conditions are governed by the laws of England and Wales. Any disputes arising from these terms or our services will be subject to the exclusive jurisdiction of the courts of England and Wales.