Terms & conditions
These terms explain website enquiries, quotes and the service policies of Drain Engineers (“we”, “us” or “our”). Read them alongside the written quote and job details supplied before you agree to work. Sending a website form does not book an engineer, take a payment or commit you to having work done.
Contacting us
Email office@drainengineers.co.uk or call 0800 644 6767. For an urgent drainage problem, please call rather than wait for an online reply.
Quotes, visits and work
Tell us about the problem and where the property is. We will discuss availability, the work required and the price before you agree to proceed. An online acknowledgement confirms that the enquiry was submitted; it does not confirm an appointment or arrival time.
The scope, total price including any applicable taxes, payment arrangements and any job-specific terms must be agreed before work starts. If inspection reveals additional work, we will explain it and agree any change in price with you first. You should receive the agreed details in a form you can keep.
Payment on completion
Payment is due upon completion of the agreed work. The price and payment method will be confirmed before work starts. The amount due covers the agreed work and any additional work you have approved. If you believe the invoice is incorrect, contact us promptly so we can investigate. This payment policy does not remove your statutory rights if there is a problem with the service.
Access and information about the property
Please make sure you have authority to arrange work at the property and tell us about access restrictions, shared drains and any known hazards. Keep the working area accessible and children and pets away from equipment. If an engineer finds that work cannot safely proceed, we will discuss the next steps with you. Additional work or a revised price requires your agreement.
Our advertised offers
- No call-out charge: there is no charge simply for calling an engineer out. Any drainage work is quoted and agreed separately.
- Free CCTV inspection with unblocking: ask us to include the advertised inspection when arranging your drain unblocking. A separate survey or written report must be discussed and agreed as part of your quote.
- 20% off first-job labour: the discount applies to labour on your first job; materials are excluded. The saving will be identified in your quote.
- Price-beat promise: share the competing quote before booking so we can compare the same scope of drainage work and confirm our price.
20-year remedial-work guarantee
Drain Engineers provides a 20-year guarantee on remedial work we carry out, including remedial repairs, relining and excavation. The guarantee period runs from completion of the covered work. Your written job and guarantee details identify the work covered and should be kept with your invoice.
To raise a guarantee claim, contact office@drainengineers.co.uk or call 0800 644 6767 with the property details, completion date, a description of the problem and your job reference if available. We will review the claim, arrange any necessary assessment and explain the proposed resolution. Please ask for the written guarantee details before agreeing to remedial work. The guarantee is additional to your statutory rights.
Cancellations and urgent work
If you need to cancel or rearrange, contact us as soon as possible. For consumer service contracts agreed at a distance or away from our business premises, a 14-day cancellation period generally applies from the date the contract is made, subject to the legal exceptions.
If you expressly request work to start during that period, you may have to pay a proportionate amount for services supplied before cancellation where the legal conditions are met. The cancellation right is lost after full performance only with your prior express consent and acknowledgement.
A visit you specifically request for urgent repairs or maintenance can be exempt from the cancellation right for that urgent work and necessary replacement parts. Additional, non-urgent work is not automatically exempt. We must explain the applicable rights before you agree to work; submitting this form does not waive them.
You can cancel by sending a clear statement to our email address, identifying your name, property, agreed service and booking date. Where a statutory cancellation right applies, the required cancellation information and model form must be provided with the contract.
Your rights and complaints
Nothing on this website removes your statutory consumer rights, including the requirement for services to be carried out with reasonable care and skill. If something has gone wrong, use our complaints contact details.
Privacy and website use
See our privacy and cookies notice for how enquiries are handled. Please provide accurate information, use only contact details you are entitled to share, and do not send spam or malicious content.
Website information may be updated. The terms agreed for an existing job are not changed by a later website update.
Updated 13 October 2026.