Terms & Conditions

1. Service Agreement

This agreement is between you (the customer) and Drainage Protection Line Ltd ("we", "us", "our") for the provision of drainage maintenance and repair services. By signing up, you agree to these terms.

2. Nature of Service

Our service is a pre-paid maintenance contract, not an insurance product. We provide:

• Emergency drainage repair services
• Planned drainage maintenance
• CCTV drainage surveys
• Drainage system unblocking
• Emergency call-out service (report any time; attended during staffed hours)

This is NOT an insurance policy and we are NOT an insurance provider. We do not offer insurance coverage, indemnity, or protection against losses. We provide direct maintenance services under a service contract.

3. Eligibility

To be eligible for this service, you must:

• Own the property (not renting or leasing)
• Have a property that is detached, semi-detached, terraced, or a bungalow
• Have your own drainage system (not shared or communal)
• Be based in the United Kingdom

4. Service Plans & Pricing

Annual Plan: £200 per year, paid upfront. Covers 12 months from start date.

Monthly Plan: £19.99 per month. Payment is arranged with you directly — we do not currently take payment online.

All prices are inclusive of all charges. Drainage Protection Line Ltd is not registered for VAT, so no VAT is added to your payments and no VAT invoice is issued. Prices may be reviewed annually with 30 days' written notice.

5. Service Coverage Limits

Maximum service value per claim: £1,000

Coverage includes:

• Manholes and interceptors
• Gully pots
• Toilets, sinks, showers, and baths (drainage only)
• Stack pipes and kitchen waste pipes
• Foul drains and storm drains

6. What Is NOT Covered

• Pre-existing faults known before contract start
• Damage caused by negligence or misuse
• Shared or communal drainage systems
• Surface water drainage issues caused by adverse weather
• Cosmetic damage or upgrades
• Access issues preventing our engineers from completing work

7. Cooling-Off Period & Cancellation

14-Day Cooling-Off Period: You have 14 days from the contract start date to cancel for a full refund. Contact us at 0800 949 6479 or email info@drainageprotectionline.co.uk.

After Cooling-Off: You can cancel at any time with no penalty. Annual plan customers remain covered until the end of their paid year. Monthly plan customers can cancel with immediate effect, but no refunds are given for the current billing period.

8. Payment Terms

Payment facility status: Drainage Protection Line Ltd does not currently operate an online Direct Debit or card payment facility. No payment is taken on this website, and we do not ask for bank-account or card details online, by email, chat or telephone. To join a plan, submit your details on our sign-up page and our team will contact you to confirm your plan and arrange payment with you directly.

When our payment facility goes live: Only two payment methods will be offered for plans — BACS Direct Debit and card payment. Card details will be entered only on our approved payment partner's secure hosted page; we never receive or store card details. Direct Debit collections will be made under the BACS Direct Debit Guarantee, with at least 10 working days' advance notice of the amount and date of any change. You set up your mandate on the provider's secure hosted page and can cancel a Direct Debit at any time through your bank or building society.

Until the facility is live, payment is arranged with you directly and no bank or card information is collected on this website. See our Payment Information page for full details. Failed or missed payments may result in suspension of service until payment is received.

9. How to Make a Claim

To request service, call us on 0800 949 6479 during staffed hours (09:00–17:00, Monday–Friday). Our team will:

1. Verify your active service contract
2. Assess the nature of the problem
3. Arrange an engineer visit at no additional call-out charge
4. Complete repairs covered under your plan

A FREE CCTV survey is included with every call-out to identify underlying issues.

10. Service Response Times

You can report a drainage issue on our emergency line at any time. During staffed hours we triage the report, confirm your address is in a service area, and allocate an engineer or approved subcontractor. We give you an indicative attendance window at the point of booking, based on your location and the nature of the issue; we do not promise a single fixed response time for every postcode. Non-emergency work is scheduled at a mutually convenient time.

11. Customer Responsibilities

You agree to:

• Provide accurate property and contact information
• Allow access to our engineers at scheduled times
• Report drainage issues promptly to prevent escalation
• Maintain your property to a reasonable standard
• Not misuse the drainage system (e.g., disposing of inappropriate materials)

12. Data Protection & Privacy

We process your personal data in accordance with UK GDPR and the Data Protection Act 2018. Your data is used solely for service delivery, communication, and billing. We do not sell or share your data with third parties except as required for service provision (e.g., payment processors). You have rights to access, correct, or delete your data. See our Privacy Policy for full details.

13. Liability & Limitations

Our liability is limited to the service value per claim (£1,000 maximum). We are not liable for consequential losses, indirect damages, or losses not directly caused by our service provision. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or matters which cannot be excluded by law.

14. Changes to Terms

We may update these terms from time to time. Significant changes will be notified by email with 30 days' notice. Continued use of the service after changes constitutes acceptance of new terms.

15. Complaints & Disputes

If you're unhappy with our service, please contact us at info@drainageprotectionline.co.uk or call 0800 949 6479. We aim to resolve all complaints within 14 days. If unresolved, disputes may be referred to an independent Alternative Dispute Resolution (ADR) service.

16. Governing Law

These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

17. Company Information

Drainage Protection Line Ltd (the contracting entity)

Registered in England & Wales · Company No. 11871664

Registered Office: 71-75 Shelton Street, London, WC2H 9JQ

VAT Status: Not registered for VAT · BACS Service User Number: 189136 · ICO Registration: ZB973229

Contact: 0800 949 6479 | info@drainageprotectionline.co.uk

Website: www.drainageprotectionline.co.uk