Terms and Conditions

Our terms are straightforward and grounded in common sense, expressed in plain English. For any specific inquiries, please reach out to us via email for a formal answer. 

Many issues arise from limited access, such as locked doors in multi-occupancy residences, shared water mains, and leaks originating from inaccessible areas or properties. To facilitate our work, we need suitable parking arrangements. While we appreciate convenient parking where available, metered parking or purchasing parking permits will be added to the invoice. In cases where parking restrictions necessitate a parking ticket/fine, this cost will be invoiced to the job.

Given the complexity of heating systems, which often contain rust and leak sealants, we do not offer heating leak detection on a “no find – no fee” basis. We recommend booking leaks in suspended floors (joists and floorboards) pressure loss in about 72 hours if pressure loss, and within a week for solid floors or mixed construction.

In rare instances, issues may arise with heating systems following leak detection, typically due to design, maintenance, or installation shortcomings. While we endeavour to provide guidance, we bear no responsibility for such issues or associated costs. Occasionally, resolving these issues may require the assistance of a local heating engineer, though this is exceedingly uncommon and understandably frustrating.

Common issues include pump failures and airlock problems resulting from inadequate air valves or poor installations. Addressing these challenges can be arduous and frustrating for all parties involved.

During our booking phone calls, we strive to address all inquiries while efficiently gathering necessary details about the leak and your location. However, it’s important to acknowledge that providing a comprehensive answer to every question may not always be feasible within the constraints of the call. Our staff are highly experienced in managing these calls, but please understand that the booking is made subject to the terms and conditions outlined herein.

1. Inspection Access:

  1. To ensure thorough assessment, we require access to the maximum floor area possible, which should be as uncluttered as feasible. 
  2. In rare instances where verbal/email instruction is required to proceed with destructive or intrusive inspections. Failure to provide such instruction may result in our inability to locate the leak, yet the service remains chargeable.
  3. The detection method utilised is determined by our engineer’s discretion, with not all equipment being suitable or used for every inspection. 
  4. We will try to accommodate limited access or heavily cluttered areas; however, refusal of methods, equipment or lack of access hindering our engineer’s work will result in the full fee being due.
  5. For properties with multiple occupants, such as shared accommodations or flats, access to adjacent properties may be necessary. Visits under such circumstances are chargeable if access is impeded or if the leak extends beyond the client’s property.

2. Fees & Payment:

  1. Our ‘No find no fee’ leak detection service applies per visit for average domestic customers of single dwellings, for leaks on internal hot/cold ‘potable’ supplies. Water mains up to 25 meters in length are covered under this service. An average property is considered to be up to 4 bedrooms and an immediate roadside property. 
  2. Damp, roof investigations, structural issues , building defects are explicitly not conducted as “no find no fee”
  3. Commercial leak detection or work via managing agents is not conducted as “no find no fee”.
  4. Due to the complexity and potential contamination of heating systems with rust and leak seal, we do not offer our ‘no find – no fee’ policy to any heating leak detection.
  5. Our ‘No Find no Fee’ policy is only applicable if UK Leak Detection also carries out the necessary intrusive access required for repairs, where a leak has been located.
  6. In instances where we successfully locate a significant leak and suspect additional leaks, we will endeavour to detect these as well. However, it’s important to note that the detection of the first leak may obscure the presence of additional leaks. Additional visits, if necessary, are charged at the same rate, although we strive to identify all issues during a single visit. Though rarely required, our ‘no find no fee’ policy does not apply if you choose not to proceed with further investigation requiring further visits.
  7. Parking charges, including any incurred parking tickets due to lack of available parking (e.g., property located on a red route or no parking permit available), as well as congestion charges such as LEZ/ULEZ costs, are the responsibility of the customer.
  8. Payment is required before our engineer departs. We accept credit/debit cards, cash, or bank transfers; however, personal checks are not accepted. Deferred invoices incur higher costs due to increased workload and report requirements. Immediate payment is required of deferred invoices if communication/action is delayed or cancelled.
  9. For appointments where payment is not made directly to our engineer on-site, payment details must be provided, including company details and address.
  10. The cost of leak detection does not cover the cost to access the leak once discovered.
  11. The leak detection fee covers non-invasive location using instruments or devices, with intrusive access not included in this cost. Invoices are due for payment on the day of inspection unless prior arrangements have been made. 
  12. Invoice reminders are charged at £12 per reminder, companies do not have 30-day accounts without prior arrangement.
  13. Deferred invoices are due immediately, if works are cancelled or do not proceed.

3. Repairs & Recommissioning:

  1. The leak detection fee covers the non-invasive location of a leak using instruments, devices or observation; intrusive access to effect a repair is not included in this fee.
  2. We do not undertake permanent repairs; any repairs conducted are for damage mitigation purposes only and should be considered temporary, without warranty.
  3. Repairs and materials are charged separately.
  4. We may need to provide connections for testing or draining a system, such as a gravity hot water tank or drain cock, which are also chargeable. Clients refusal to install these fittings will result in the termination of the leak detection, with charges still applicable.
  5. As most heating systems require further visits or repair due to leaks, we do not add inhibitor to the system once it has been drained. However, we strongly advise adding inhibitor as soon as practicable to maintain system integrity, if available we can add on the day for an additional fee of £25 per 10 radiator dose.
  6. Upon completion of leak detection, our engineer will refill and bleed air from the heating system as is practical. We recommend that the occupier bleed air from the system again a week later to remove any remaining air pockets.
  7. In instances where a system does not function correctly after leak detection has been carried out, we accept no liability for any works required post-draining for leak detection purposes. It’s important to note that while we strive to ensure the functionality of the system, unforeseen issues may arise beyond our control. 
  8. Any correctly installed and maintained system, should be able to be drained and re-filled without issue. Often a system now with debris in or a lack of air valves, was difficult to start when installed, this is out of our control.

4. Limitations of Leak Detection:

  1. We are not structural surveyors, and our expertise is limited to identifying internal leaks from fixed pipework. While we may offer observations or comments on related issues based on our experience, it is advisable to verify these with a chartered surveyor for comprehensive and accurate assessment.
  2. Building defects are not covered as “no find no fee”.
  3. Drain and sewer inspection requires a distinct skill set and equipment. While we will inspect accessible manholes, we do not conduct CCTV inspections of drainage lines.
  4. Understanding these limitations ensures transparency and helps manage expectations regarding the scope of our services. For assessments beyond our expertise, consulting with appropriate professionals is recommended, UK Leak Detection do not accept any liability for third party inspection costs.

5. Leak detection & localisation: 

  1. Our aim is to pinpoint the precise area of the leak. However, certain factors, such as the materials used in construction and the limits of non-invasive methods, can influence detection results and potentially enlarge the area requiring access and repair.
  2. Materials like ducting, sheaths, and gas impermeable layers, such as full vinyl flooring, can hinder trace gas leak detection. While we make every effort to localise the leak using alternative methods, this may still result in a larger detection or repair area.
  3. In cases where there is a void under a floor, locating the exact area of the leak using trace gas becomes more challenging, as the gas can spread unpredictably. We employ additional equipment to minimise the area of detection. It’s important to understand that the void may not follow the same shape as the room above, due to supporting walls and foundations.
  4. Trace gas can temporarily seal heating leaks, making detection more complex. It’s crucial for us to be aware if leak sealant has been applied to the system.
  5. Leak detection is deemed successful if no leaks are found from pipework in the property or suspected area. This may occur, for example, if there has been incorrect notification from the water authority or if the issue is related to structural concerns or drainage problems.
  6. Leak detection may identify issues through a process of elimination. For instance, if all pipework is tested and found satisfactory, but there are still signs of structural ingress or dampness, this could indicate an alternative issue that requires further investigation.

6. Damage, Liability & Complaints:

We accept no liability for the following:

  1. Damage occurring during routine activities to detect, access, and/or repair a leak.
  2. Damage resulting from undetected leaks.
  3. Failure of a repair or connection to existing pipework.
  4. Blockage or failure stemming from leak detection, access, or repair.

While we make every effort to locate leaks without resorting to destructive measures, there is no substitute for physically accessing an area. In cases where doubt arises regarding the leak location, we will re-attend to confirm the location under the following conditions:

  1. If our initial findings are proven incorrect, there will be no charge. If we still fail to find the leak, we will refund the original fee if it was originally a ‘no find no fee’ inspection.
  2. If a leak is found in the same area, re-attendance is chargeable at the same rate.
  3. Re-attendance must be requested within 30 days of the original detection, and the intrusive access works must have been carried out by UK Leak Detection Limited or its agents.

It’s important to acknowledge that there are limitations to what technology can provide. While we strive to ensure the accuracy of our reports, the information presented is provided ‘as is’ with no warranty as to its accuracy and is intended for guidance only.

Upon receiving a complaint, we will send an email requesting further information, including any relevant documents or images.

We will carefully review our works and the information provided to offer the best possible resolution. While this process may take some time, we aim to respond within a few days, with a week being the maximum timeframe, unless there are extraneous circumstances (staff leave etc).

We value your satisfaction and continually strive to provide the best service and products for our customers. However, in rare instances where you may not be completely satisfied, we are dedicated to addressing your concerns and finding a satisfactory resolution.

7. Reports, Images & Documentation: 

  1. Reports, photographs and documents remain the property of UK Leak Detection.
  2. Dissemination, distribution and publication are at the discretion of UK Leak Detection, who reserve the right to store documentation and images obtained during the inspection and use these as seen fit, including training, advertising, and publication. 
  3. We will endeavour to remove anything identifying our client or location from any images. 
  4. Images are usually purged soon after appointment, due to data storage limitations.
  5. Reports are normally sent on the day of inspection and arrive electronically by email.
  6. We do not offer a hard copy of reports.
  7. We are not responsible for reports not received due to spam filters and other IT factors.

8. Booking, Cancellation & rescheduling appointments: 

Our staff are experienced and dedicated to assist in getting you leak detection booked in, they may find it hard to provide a considered answer to your questions while also taking down details of the leak, address and contact details. They are not engineers, please bear that in mind for technical questions, or nuances of these terms and conditions…they are only human.

Bookings are strictly subject to these terms and conditions, if unsatisfied with these, please feel free to discuss any issue or you may cancel within our cancellation period as set out here. 

Our cancellation policy aligns with standard practices observed in other sectors, such as dentistry, clinics, and lessons. When you make a booking over the phone with our staff, it is recorded in our diary and considered a formal booking, along with the terms of cancellation.

  1. Our office hours are 9am to 5:30pm Monday to Friday
  2. Cancellations should be in office hours and by phone, since emails can go astray.
  3. While we will try to intercept text and email cancellations, this cannot be guaranteed.
  4. Bookings cancelled or rescheduled within one working day/24 hours of the appointment will incur a 100% charge. 

For example:

  • A booking scheduled for Wednesday would need to be cancelled by Monday to avoid charges.
  • A booking set for Monday would need to be cancelled by Thursday to avoid charges.

We understand that unexpected circumstances may arise, and we will make every effort to fill a late-cancelled or rescheduled appointment to avoid the cancellation charge. However, please note that this charge is necessary to cover the costs associated with the reserved time slot.