Where we locate a leak relating to your home’s internal mains fed cold water system and carry out a repair in your property, the following terms and conditions shall apply. Please read them carefully – important terms are highlighted in bold.
In these terms and conditions:
Service means the leak location and repair (not including reinstatement). Where an engineer installs a water leak detection device in your home, “Service” shall include such installation;
You or Your means the person requiring the Service at their property.
Leakbot Ltd or we or us means Leakbot Ltd, 6th Floor, 60 Gracechurch Street, London EC3V 0HR (registered in England with number 08442778). This includes subcontractors that Leakbot Ltd uses to provide the Service.
1. This contract comes into force when you confirm to us that you wish to proceed with the Service.
2. What we’re going to charge you – Where the service isn’t paid for by a third party, such as the insurer or water company who introduced LeakBot, we will agree a completed job price with you upfront. If we are unable to find any leaks in your property we will refund the full cost of the Service.
What if you want to cancel or rearrange?
3. You can cancel or rearrange your appointment by telephoning us on 0800 783 9866 or emailing us at support@leakbot.io
4. Subject to Paragraph 5, you have the right to cancel the Service up to the period ending 14 days after the day this contract was entered into (the Cancellation Period) without giving any reason. You can call us on 0800 783 9866 email us at support@leakbot.io or you can use the model cancellation form at the bottom of these terms. We will confirm any cancellation to you in writing without delay.
5. If the Service was purchased over the phone and you request that the Service be carried out before the end of the Cancellation Period, you hereby expressly waive your right to cancel the Service.
6. Where you have paid for the repair and the Service is provided at your request during the Cancellation Period but you subsequently cancel within the Cancellation Period, you will be charged for our reasonable costs for any work carried out. We may also make a deduction from any reimbursement for loss in value of any goods supplied if the loss is the result of any unnecessary handling.
7. Where relevant, unless otherwise stated in these terms, if you cancel this contract, we will reimburse all payments received from you relating to the Service. We will make the reimbursement without undue delay and no later than 14 days after the day on which we are informed about your decision to cancel the Service. We will reimburse you using the same means of payment as you used for the initial transaction, unless you expressly agree otherwise; in any event you will not incur any fees as a result of the reimbursement.
8. We will make every effort to complete the Service on time and within the time slot we agree with you. Where this isn’t possible, we will endeavour to give you as much notice as possible and rearrange the appointment with you.
9. We will need certain information from you that is necessary for us to provide the Service. We will request such information from you when you book the Service. Where you have paid for the Service, if you do not provide us with this information, or you provide us with incomplete or incorrect information, we may make an additional charge to cover any extra work that is required. We will not be liable for any delay or non-performance where you have not provided this information to us after we have asked. It is your responsibility to ensure that before we start the work there is an adequate supply of gas, electricity and water.
10. Creating access and reinstatement – Upon arrival at your property, the engineer will attempt to locate the leak relating to your home’s internal mains fed cold water system. If direct access is not available, for instance if there are wall tiles or floorboards in the way, the engineer will need to create access. If you want our engineer to do this, you will be asked to confirm it in writing while the engineer is at your property. We will endeavour to provide the Service without causing unnecessary damage to your property: Leakbot Ltd will not be liable for any damage which may be caused to the property, its contents, fixtures, fittings, floorings or sanitary ware. We will fill any holes and leave the surface level but will not replace the original surface or construction. Any redecoration or repair of damage that may be needed following our work is your responsibility. If you do not want our engineer to create access, they will be unable to progress your job until you have arranged for access to be made.
11. Once the engineer has detected the leak and carried out the repair you will then have two options if reinstatement works are required:
• Contact your home insurance policy provider to determine if your policy covers reinstatement work and proceed with making a claim should this be covered, or
• Arrange and pay for the reinstatement work yourself.
12. What do you need to do in preparation of our arrival? Please make sure that the stop tap on the internal incoming mains water supply pipe inside your home and the area that needs attending to (if known) is accessible and safe (i.e. clear of all household items) as if there is a health/safety risk we will not be able to do the job.
13. What might stop us from doing the work? During the appointment, we may have to suspend the Service if we are faced with technical problems or other issues (for example, asbestos) that we cannot deal with. Where this is the case, we will inform you immediately. You will be responsible, at your cost, for any work required to enable the Service to take place.
14. During the appointment, we may identify that additional work is required for the Service to be carried out. Where this is the case, we will inform you immediately and if there are any extra charges, we will agree those with you in advance.
15. If you do not own the property you will need to obtain the property owner’s permission for us to carry out the Service. If the property is listed, please ensure that all necessary permissions have been obtained. We will assume that you have obtained any necessary permission prior to us carrying out any Service. We will not be liable for any loss or damage howsoever arising as a result of you not obtaining any required permission.
16. We will not be liable or responsible for any failure to perform, or delay in performance of, the Service where this is caused by an Event Outside Our Control, meaning any act or event beyond our reasonable control, including without limitation sickness, traffic or weather conditions or something similar. If an Event Outside Our Control takes place that affects the performance of our obligations under these terms, we will contact you as soon as reasonably possible to notify you and we will endeavour to provide the Service as soon as reasonably possible. You may cancel the contract if an Event Outside Our Control takes place and you no longer wish us to provide the Service.
17. When will we arrive? You will be provided an appointment time at the point you contact us and we have identified that you will need an engineer to come out to you.
18. If we have not provided the Service with reasonable care and skill, you can ask us to put the service right. If that is impossible or if that cannot be done within a reasonable time or without significant inconvenience to you, then where you have paid for the Service, you may have the right to a price reduction. Where you have already paid the full price, this will mean giving you some money back. If we have not provided the Service in line with information which we provided then you can ask us to re-do the service until it is in line with the information we provided, and if that is impossible or would be inconvenient to you then, where you have paid or payment is due, you can ask for money back or a reduction in price.
19. If we have not complied with information we gave about the Service then, where you have paid for the Service or where payment is due, you are entitled to money back or a reduction in price. Where you have paid for the Service, you are also entitled to money back where we do not provide the Service within a reasonable time. Regardless of which right is breached, it is for you to prove that a Service is substandard, meaning that the Service provided did not meet the statutory rights under the Consumer Rights Act 2015.
20. Where you are paying for the Service, the price quoted is inclusive of VAT. If the rate of VAT changes between your order date and the date we provide the Service, we will adjust the rate of VAT that you pay (unless you have already paid for the Product in full before the change in the rate of VAT takes effect).
21. We may cancel the contract for Service at any time with immediate effect by giving you written notice if you do not pay us when payment is due.
22. We are not responsible for the following:
a. any costs, loss or damage that you suffer as a result of not using the installed appliance in accordance with the manufacturer guidelines;
b. replacing the batteries (if required) for your appliance;
c. any increase in your utility bills;
d. any repairs relating to vented & unvented cylinders, radiators, decorative towel rails, water storage tanks, cracked or leaking / damaged sanitary ware, boiler issues, showers, pumps, irrigation systems, appliances and tap replacements (except stock carried on the engineers’ van).
e. creating access to a tiled or concrete floor
f. flushing of a central heating system
g. repairs carried out by third parties that are not part of the LeakBot network
23. Guarantee – We guarantee any repair done and any materials which we provide for a period of 12 months from the appointment. This means that if any problems occur after the completion of the repair and they are the result of any faulty workmanship, we will remedy those problems at no cost to you. Likewise, if any materials we supply are faulty, we will replace them free of charge. We then guarantee any additional work carried out, or additional materials provided, but only until the date that is 12 months from the original appointment.
24. Please note, however, that our guarantee is subject to the following:
a. We will not remedy any problems with materials or parts where they have been purposely or accidentally damaged. Nor will we remedy any problems where it relates to materials or parts you have provided.
25. How to make a complaint – We aim to provide you with a high standard of service but from time to time things may go wrong. When we receive complaints we investigate them at once and every effort is made to resolve them to your satisfaction. If you have a complaint, please phone 0800 783 9866 or email us at support@leakbot.io
26. The law that applies – This agreement is governed by the laws of England. You and we both agree to submit to the non-exclusive jurisdiction of the English courts. All correspondence will be in English. Should you have any queries please call us on 0800 783 9866 or email us at support@leakbot.io . Nothing in these terms will affect your statutory rights.
Summary of your key legal rights
This is a summary of your key legal rights. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.
With regard to the Service, which is a “service” under the Consumer Rights Act 2015, the Consumer Rights Act 2015 says:
• you can ask us to repeat or fix a service if it’s not carried out with reasonable care and skill, or get some money back if we can’t fix it.
• if you haven’t agreed a price upfront, what you’re asked to pay must be reasonable.
• if you haven’t agreed a time upfront, it must be carried out within a reasonable time.
Model Cancellation Form
Date:…………………………………………..
To: Leakbot Limited
e-mail: support@leakbot.io
Please take this letter as notice that I wish to cancel the Service.
Name of Customer(s):
……………………………………………………………………………………
Address of Customer(s):
……………………………………………………………………………………
……………………………………………………………………………………
……………………………………………………………………………………
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April 2024