Background:

Pro Leak Detection is a registered company with a registration number 14770114 and the registered address East Hill, Woking, GU22 8DN. When referred to as ‘Pro Leak Detection’, this is referring to ‘Pro Leak Detection LTD’.

1. Definitions
   • ‘Contract’ means the contract and agreement between the customer and Pro Leak Detection both incorporating these Terms and Conditions.
   • ‘Customer’ means the individual, company, firm or group identified in the contract.
   • ‘Services’ means what is to be provided by Pro Leak Detection to the customer as fully defined in the contract, subject to the Terms and Conditions of the contract.
   • ‘Materials’ means any materials or equipment agreed to be supplied and installed to the customer.
   • ‘Fees’ means all sums due from the Client to the Service Provider, as specified in the agreement.
2. Our Services- Access and Repair 
   • Once an agreement date has been arranged between customer and service provider, Pro Leak Detection, the services will be provided to the customer.
   • We pride ourselves in providing an excellent service to our customers with our knowledge and skills in the area.
   • In agreement with the customer, the service provider will create a report which states the methods used and details of any detected leaks in the agreed area. The client should agree that a written report may not be provided depending on the circumstances. However, detailed communication, feedback and updates will be provided to the customer throughout the process.
   • The service provider will aim to find all leaks as per the contract and agreement with the customer.
   • The service provider cannot offer any prediction or guarantee as to how long leak detections will take.
   • The service provider cannot provide any guarantee for how many return visits will be needed to detect the leaks in the contract.
   • Any undetected leaks not stated in the contract will not be supported by the service provider.
   • The service provider will not be held accountable for any damage caused by undetected leaks not agreed upon.
   • If any additional leaks need detecting which were not agreed in the original contract and agreement, the customer must provide separate fees for this.
   • The service provider will aim to use safe measures which are non-invasive using specialist equipment to do so. However, if necessary, the service provider will ensure the customer is fully made aware and offers their consent.
   • Our testing is designed to find leaks in water supply pipes. Pressure and other testing will therefore be made up to the point at which any appliances are isolated. For example, washing machine isolation valves. This is to avoid causing damage to appliances which are designed to work at standard water pressure.
   • Using a range of specialist equipment, we will endeavour to locate the leak to a specific area. Although our non-invasive methods are preferred and more accurate than the traditional destructive approach, there are limitations to these methods. Certain floor constructions such as ducting, sheathing and/or plastic membranes can reduce the accuracy of testing. In the case of non-solid floors such as timber suspended or concrete block and beam floors, tracer gas can fill the void space and/or be moved from the leak source by underfloor ventilation. Tracer gas can escape to an area or areas where the leak is not located.
   • In certain circumstances, invasive works may be required such as, removing bath panels and removing boxing in. Invasive procedures of this nature will only be carried out if we are given clear instruction by the customer.
   • Our equipment can ‘set’ liquid leak sealer which has been injected to a plumbing system before we attend. If leak sealer has previously been added to any system, it may make locating the leak more difficult and/or impossible.
   • Leak detection is considered successful even when we find that no leak is present. This is especially true when a property is damp. If we confirm that there is no plumbing leak, then this allows investigation by others to move on to other areas such as construction defects.
   • There are limits to what leak detection technology can provide and every effort is made to ensure the accuracy and reliability of our findings and reports. Information is presented as we find it, with no warranty as to accuracy and is intended for guidance only. Pro Leak Detection can not be held responsible for the way in which the customer may interpret or act upon our findings and/or report.
   • It is the customers responsibility to monitor the situation when we have left and to contact us where necessary to investigate any on-going leaks. This includes properties with multiple leaks on the same plumbing system, which will not always be possible to diagnose during one visit.
   • Leak detection and leak repair sometimes need to be carried out together. It is always preferable if we are instructed to both locate and fix the leaks. Should we be instructed to only locate the leak, which is then fixed by another service provider, we can not be held responsible if the leak is not where we had previously indicated.
   • Boiler/heating faults. Certain boiler faults including, the pressure relief valve and heat exchanger, can cause pressure loss on pressurised systems. In some cases, there will be a boiler fault and a leak on the heating pipe work. It is important that the boiler fault is addressed first as this could prevent us from being able to locate a pipe leak. The focus of our testing will be on locating a leak on the heating pipework. It is therefore important that the customer has the boiler system tested prior to Pro Leak Detection attending.
   • In some circumstances, exposed leak pipes may be in close proximity to other pipes or other structures which may make them difficult to repair. There may be a risk of collateral damage in these circumstances which we cannot accept responsibility for. Any additional repairs will require a further charge.
   • Internal stop valve (ISV)- It is the customers responsibility to have a ISV fitted within the property. If you are unsure of its whereabouts or do not have one, please contact Pro Leak Detection to discuss further options. If Pro Leak Detection attend your property to carry out any testing and there is no ISV, it may not be possible for testing to be carried out. However, a call out charge will still be applied as this is the customers responsibility.
   • External stop valve (ESV)- It is the customers responsibility to have an ESV which should normally be fitted on the pavement or on the boundary of the property. It is the local water providers responsibility to be able to locate and/or replace this. If Pro Leak Detection arrive to the property to conduct testing and do not find an ESV, testing may not be possible. However, a call out charge will still be applied as this is the customers responsibility.
   • Drain- off valves- It is the customers responsibility to have a drain-off valve to drain the entire heating system. It is normally located under a radiator or somewhere on the ground floor and sometimes even an external wall, and is the responsibility of the customer.
   • Materials- We offer nothing more or less than the guarantee provided by the material manufacturer and/or supplier. If a material fails through no fault of Pro Leak Detection, then the manufacturers warranty would apply. Where necessary, we will charge our labour to replace the failed material.
3. Refusal of repair
   • On the rare occasion, if a repair or installation is deemed to be dangerous by the service provider or considered irreparable, the service provider reserves their right to refuse to repair such installation(s).
   • Even if a leak has been successfully detected, the service provider may refuse to repair the installation should it be deemed unsafe to do so or irreparable.
   • The refusal to repair an installation(s) is subject to the discretion of the service provider on site.
   • In such circumstances, the fee for the leak detection remains applicable and will need to be paid to the service provider.
4. Recomissioning 
   • To carry out certain testing, we may need to drain down and refill your central heating system. Should you wish for us to refill the system with the correct chemicals, an additional charge for the necessary materials will be applied.
   •  If a system is drained down for testing, the service provider will attempt to recommission the system on the same day. Any time involved whilst carrying out this service may be chargeable.
   •  It is not always possible to recommission the system on the same day as the leak detection. If a return visit is required to do this, a charge may be applied.
   •  Properly designed and installed heating systems should be able to cope with the testing we complete on them including being drained down and refilled. Where a plumbing system does not work properly after a leak detection has been carried out, Pro Leak Detection will not accept any liability for any works required. However, we will be able to facilitate this for you with further additional charges.
5. Complaints
   • All complaints and feedback are taken seriously and welcomed by the service provider. Should the customer wish to complain about the services provided, they may feel free to do so by emailing the service provider at the relevant email address provided.
6. Termination of contract
   • The contract shall come into force on the agreed date of commencement.
   • All deposit payments are non-refundable unless notice of the cancellation from the client is provided in writing to email at least 72 hours prior to the agree date and time of the booking.
   • If the customer cancels and terminates the contract within 48 hours before the date of commencement, the service provider shall be entitled to a 50% deposit fee.
   • If the customer cancels and terminates the contract within 24 hours before the date of commencement, the service provider will be entitled to a 100% deposit fee.
7. Payment and costs
   • Contracts and reports are to be provided to the customer once a deposit has been made.
   • Contracts and reports may be withheld until payments have been made in full.
   • The remainder of the payment will be due on the day of the leak detection. Payment will be taken before the service provider leaves the customer’s site.
   • Payments include debit, credit and cheques payable to Pro Leak Detection. Cash payments are also permitted.
   • If the customer will not be present on the day of the leak detection, payment will be taken at an agreed date or via phone.
   • Should payment not be made to the service provider, an invoice will be sent.
   • Where free parking facilities are not available, the customer agrees to reimburse the service provider for any such parking fees including ULEZ and congestion charges, in addition to the fees for the services provided.
   • Any overdue payments will be sent to a debt collection agency. We reserve the right to add interest charges at an annual rate of 12.0%. We also reserve the right to charge recovery fees.
   • Payments from insurance companies will not be accepted by the service provider.
   • All materials remain the property of Pro Leak Detection until all payments are made in full.
8. Privacy 
   • A copy of our recent privacy policy can be accessed via: Alternatively, the customer may locate this on the service provider’s website.