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Refund Policy

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Refund Policy - the basics

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Force Drainage Ltd - Refund Policy

Last Updated: June 11, 2025

At Force Drainage Ltd, we are committed to providing high-quality drainage services and ensuring client satisfaction. This Refund Policy outlines the circumstances under which refunds may be issued for our services.

1. Our Commitment to Quality and Guarantees

We offer a 12-month workmanship guarantee on our drainage services, as detailed in our main Terms and Conditions. This guarantee covers the quality of the work performed and the materials supplied by Force Drainage Ltd. If an issue arises directly from our workmanship within this period, we will endeavour to rectify the problem as part of our guarantee, which may include re-attendance and repair at no additional cost to you, rather than a refund.

2. Cancellation and Rescheduling

2.1. Standard Bookings: * Cancellation/Rescheduling with more than 24 hours' notice: If you cancel or reschedule a standard service booking with more than 24 hours' notice before the scheduled appointment time, any booking fees or upfront payments made will be fully refunded, or transferred to the rescheduled appointment. * Cancellation/Rescheduling with less than 24 hours' notice: If you cancel or reschedule a standard service booking with less than 24 hours' notice, a cancellation fee equivalent to our standard booking fee or a reasonable proportion of the quoted service cost may be charged to cover our administrative and mobilisation costs. Any remaining balance of an upfront payment will be refunded.

2.2. Emergency or Same-Day Bookings: * Due to the immediate dispatch and resource allocation required for emergency or same-day bookings, the booking fee for such services is generally non-refundable if you cancel after our engineer has been dispatched or is en route to your premises. * If you cancel an emergency or same-day booking beforean engineer has been dispatched, any upfront payment made (excluding any non-refundable booking fee, if applicable) may be refunded.

3. Refunds for Unsatisfactory Service

3.1. Failure to Resolve a Blockage: * For fixed-price blockage clearances (e.g., our £150+VAT offer), if our engineer attends and is unable to clear the blockage with the standard tools and methods within the agreed scope for that fixed price, and the issue requires more extensive work (e.g., CCTV, excavation, further investigation), we will advise you of this and provide a separate quote for the additional work. In such cases, if you choose not to proceed with the additional work, a refund for the fixed-price blockage clearance will generally not be issued, as our engineer has provided their expertise and attempted to resolve the issue as per the fixed-price agreement. * However, if we explicitly guarantee to clear a blockage and fail to do so for reasons within our control, you may be entitled to a full or partial refund, subject to our assessment of the situation.

3.2. Defective Workmanship or Materials (within Guarantee Period): * If, within our 12-month workmanship guarantee period, you experience an issue directly attributable to the quality of our work or materials supplied by us, your first course of action should be to contact us to arrange for a re-inspection and rectification under our guarantee. * If we are unable to rectify the issue after reasonable attempts, or if it is deemed impractical to do so, a full or partial refund proportionate to the defect may be considered, along with potential compensation for reasonable direct losses, in accordance with your statutory rights under the Consumer Rights Act 2015.

3.3. Service Not Delivered: * If you have paid for a service that Force Drainage Ltd fails to deliver through no fault of your own (e.g., engineer non-attendance without prior notification), you will be entitled to a full refund of any amounts paid for that undelivered service.

4. Refunds for Specialist Parts/Materials

4.1. For any specialist parts, products, or materials that must be ordered specifically for your job, an upfront charge (e.g., 50% of the value) may be required. 4.2. Once you have made full payment for these specialist parts, they are considered to be yours. 4.3. If the work is cancelled or you decide not to proceed after specialist parts have been ordered and paid for, you will remain liable for the full cost of those parts, especially if we are unable to return them to our supplier. Refunds for such parts will only be issued if we are able to successfully return them to our supplier and obtain a refund ourselves, minus any restocking fees.

5. How to Request a Refund or Lodge a Complaint

All requests for refunds or complaints regarding our services must be made in writing, providing full details of the service, date, issue, and desired outcome.

Please contact us using the details below:

We aim to acknowledge all refund requests and complaints within [e.g., 5 business days] and will investigate thoroughly. We will communicate our decision and any proposed resolution to you within a reasonable timeframe.

6. Your Statutory Rights

This Refund Policy does not affect your statutory rights under UK consumer law, including but not limited to the Consumer Rights Act 2015. This Act states that services must be:

  • Performed with reasonable care and skill.

  • Fit for any particular purpose that you make known to us.

  • Performed within a reasonable time (if no time is agreed).

  • Charged at a reasonable price (if no price is agreed).

If a service is not performed with reasonable care and skill, you have the right to ask us to put things right at our own cost and within a reasonable time. If this is not possible or is not done within a reasonable time, you can ask for a price reduction, which could be up to 100% of the cost.

7. Disputes

In the unlikely event of a dispute that cannot be resolved directly with Force Drainage Ltd, you may have recourse to alternative dispute resolution services or the small claims court, depending on the nature and value of the dispute. We are committed to resolving disputes fairly and efficiently.

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