Terms & conditions
Terms and conditions - plumbing & drains
These terms and conditions apply to our on-demand (non-insurance policy) Plumbing and Drain services. Please read this document carefully as it will tell you everything you need to know about the terms and conditions on which we will deal with each other.
1. It is our intention that all the terms of the agreement between us (including details of the services and any goods or materials we are to provide) are contained in this document. If you have any questions or do not accept any of the provisions included in these terms and conditions, please let us know.
2. Dyno-Rod uses its own employees and suitably qualified independent contractors under authority from Dyno-Rod Plumbing & Drains Limited to provide the Dyno-Rod Plumbing & Drains service.
3. Independent contractors have no authority to incur liability on behalf of or to act as agent for Dyno-Rod Plumbing & Drains Ltd or any of their licensees.
4. Quotations given by us are valid for twenty-eight days from the date they are given. We may vary or withdraw any quotation at any time before it is accepted by you.
4a. Quotations can be provided over the phone due to geographical limitations, promotional offerings, or standardised work types. Acceptance of these over the phone will be classed as confirmation of quote. This can be revised by both customer and Dyno-Rod ltd prior to any work commencing.
5. We will do our best to complete the work and provide the goods and materials for the quoted amount. However, due to unforeseen circumstances, we may incur additional costs above the quoted amount. In this event, will let you know immediately and explain the reasons for the additional costs and ask you to accept an amended quote to cover the additional costs.
6. As applicable, any parts fitted will comply with The Water Supply (Water Fittings) Regulations 1999.
7. The price payable by you is the price stated as the Total Due on the quotation. Unless otherwise stated, the price stated shall be inclusive of VAT at the prevailing rate.
8. Domestic Customers: You will be invoiced immediately on completion of the work. The Total Due on the invoice is payable immediately. If you do not pay the Total Due immediately you must pay an administration charge of £5 and interest will accrue on the outstanding amount at the prevailing rate plus 3% per annum until payment is received in full.
8a. Commercial Customers: You must have a local account to qualify for the following payment terms, otherwise normal payment terms apply. You will be invoiced on completion of the work. The Total Due on the invoice is payable within 28 days of the date of the invoice. If you do not pay the Total Due within this time you must pay an administration charge of £5 and interest will accrue on the outstanding amount at the prevailing rate plus 3% per annum until payment is received in full.
9. An administration charge of £10 is payable in respect of each cheque we present for payment that is dishonoured by your bank for whatever reason.
10. We will carry out work during our normal business hours which are 8am to 6pm Monday to Friday. We may be able to work outside our normal business hours at an additional charge.
11. Unless we are responsible for it, we will not include loss or damage to your property (including any cleaning needed) or any other type of loss. If access has to be made to your property to complete a repair, 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, unless we have been negligent.
12. You must let us know of anything which may present a hazard or danger to anyone carrying out work in your property. You must also make sure that we have clear access to any relevant drains and covers and provide us with a supply of mains electricity and water. If we incur additional work or expense as a result of your failure to provide us with clear access, mains electricity and water, we may charge you for that additional work and/or expense.
13. We guarantee all parts and labour for 90 days from the date of completion of the work provided for domestic customers and 28 days from the date of completion of the work provided for commercial customers. Our guarantee will not apply where faults are caused wholly or in part by your (or any other person’s) misuse or neglect of those goods and materials or as a result of fair wear and tear. Any guarantee we offer does not affect your legal rights including those rights under the Consumer Rights Act 2015 if applicable, and any laws that replace it. You can get information about your rights from Citizens Advice or Trading Standards.
13a. We reserve the right to not offer a guarantee where we are unable to gain access due to design/installation fault, concealment of services beyond reasonable practice to all or part of the system to determine the root cause of the issue. We will advise of this at the point of work as soon as this becomes apparent.
14. We will not be responsible for our failure to meet any of our obligations under this agreement because of circumstances beyond our control.
15. If you are a tenant you will need your landlord’s permission to allow us to carry out the work. If the property is a listed building you may require planning permission. In either case it is your responsibility to obtain any permission required for the work.
16. Notice of your Right to Cancel. You have 14 days from the date you accept your quote to cancel, or if we’ve ordered parts for the job, 14 days from the date they arrive. This is your “cooling off” period. You can ask us to start work before your cooling off period ends, but if you cancel once we’ve started, we’ll charge you for any work we’ve already done. If you want to cancel, just contact us.
17. We may cancel the agreement at any time by giving you written notice. If we cancel the agreement without good reason, we will pay you any reasonable costs you incur as a direct result of the cancellation.
18. Dyno-Rod-Group may check your details with one or more licensed credit reference and fraud-prevention agencies. Dyno-Rod-Group and they may keep a record of this search and the payment details from your account, and share it with other organisations. If a person provides false or inaccurate information and we suspect fraud, this is also recorded. This information may be used by Dyno-Rod-Group, and other organisations may search these records to:
a. help make decisions about credit and credit related services for you and members of your household.
b. help make decisions on motor, household, credit, life and other insurance proposals and insurance claims for you and members of your household.
c. trace debtors, recover debt, prevent fraud and manage your accounts or insurance policies;
d. check your identity to prevent money laundering, unless you give us other satisfactory proof of your identity; and
e. carry out statistical analysis about credit, insurance and fraud. They, and other credit and insurance organisations, may also use technology to detect and prevent fraud. If you need details of those credit agencies and fraud-prevention agencies from which we get, and with which we record, information about you, please write to the Data Protection Manager at Dyno-Rod Limited, Millstream, Maidenhead Road, Windsor, Berkshire, SL4 5GD. If you would like full details of how we and Dyno-Rod-Group use your personal information, please visit www.dyno.com/privacy or write to the Data Protection Manager at Dyno-Rod Limited, Millstream, Maidenhead Road, Windsor, Berkshire, SL4 5GD.
19. Dyno-Rod can carry out Promotions and offers. The General terms and conditions apply to any promotion or offer. For any unique Terms and conditions relating to a promotion or offer these will be listed below and be clearly stated at time of promotion.
20. "No call-out fee" means that you will not be charged for the engineer’s travel time to your property. However, this does not mean the service is free. A fixed price for the required work will be agreed upon upfront before any work begins, ensuring transparency and clarity.
Dyno-Rod British Gas Membership 5% Discount Offer - Terms and Conditions
1. Offer details
a. Eligible British Gas Members will receive a 5% discount on qualifying Dyno-Rod repair services, subject to these terms and conditions.
b. For the purposes of this offer, “British Gas Member” means an individual registered to the British Gas Membership programme with an active British Gas Membership account. An “active British Gas Membership account” means a live Membership account that has not been cancelled, suspended, revoked or terminated.
c. British Gas Membership is the British Gas membership programme that gives members access to rewards, offers and benefits, including benefits provided by British Gas, other Centrica plc group companies, including those using the Dyno-Rod brand, and selected third-party partners.
d. This offer is available to anyone signed up to British Gas Membership, provided they meet the remaining eligibility requirements set out in these terms.
2. Eligibility
a. To receive the discount, the customer must be signed up to British Gas Membership and have an active British Gas Membership account at the time the qualifying repair service is booked and at the time the discount is applied.
b. The customer must comply with these offer terms, the applicable British Gas Membership Terms and Conditions, and any redemption instructions made available through the British Gas Membership account, Membership Wallet, promotional communication, booking journey or other channel notified by Dyno-Rod or British Gas.
c. The offer is for personal use only and must be used by the person registered for the relevant British Gas Membership. Business use, sharing the offer, or attempting to use this offer through more than one British Gas Membership account may result in the discount being refused or withdrawn.
d. Dyno-Rod and/or British Gas may verify British Gas Membership status and may refuse the discount where the customer is not an active British Gas Member, where eligibility cannot be verified, where the customer has misused the offer, or where the customer has provided incorrect or misleading information.
3. Discount limit
a. The 5% discount applies only to the first £1,000, including VAT, of the accepted quotation for the booked job.
b. Any amount above £1,000, including VAT, will be charged at the standard applicable rate.
c. The discount cannot be exchanged for cash and no cash alternative is available.
4. Eligible services
a. This offer is available on qualifying Dyno-Rod repair services only, across Dyno-Rod drainage, plumbing and other applicable repair products and services, subject to availability and location.
b. The offer does not apply to replacements, installations, maintenance plans, servicing, insurance products, memberships, subscriptions, call-out fees that do not form part of the accepted repair quotation, or any other non-repair services.
5. How to claim the discount
a. To claim the discount, the customer must enter or quote the relevant discount code at the point of booking. The discount will then be applied at the point of invoicing, provided the customer meets the eligibility requirements for the offer.
b. The discount code must be entered or quoted before the relevant quotation is accepted. It cannot be applied retrospectively unless Dyno-Rod expressly confirms otherwise in writing.
c. British Gas and/or Dyno-Rod may stop a customer from redeeming or using this discount where the customer is not eligible to redeem benefits under the British Gas Membership Terms and Conditions, including where permitted because the customer owes British Gas money that has been outstanding for more than 28 days.
6. Initial purchase only
a. The discount applies to the initial qualifying repair booking and accepted quotation only.
b. The discount cannot be applied retrospectively to additional works, amendments, follow-on visits, repeat visits or future purchases unless Dyno-Rod expressly confirms otherwise in writing
7. Quotation basis and additional work
a. Discounted pricing is based on the quoted price provided following the initial customer introduction and assessment.
b. Any additional work identified after the quotation has been accepted may be quoted and charged separately at the prevailing standard rates and will not be eligible for the discount unless Dyno-Rod expressly confirms otherwise.
8. Availability and regional variations
a. Pricing, service availability and offer applicability may vary by location. Regional variations and service exclusions may apply.
b. All services are subject to engineer availability, parts availability, operational constraints and Dyno-Rod’s standard booking and service processes.
c. Dyno-Rod and/or British Gas may change, amend or withdraw this offer where the offer becomes unavailable or where reasonably necessary, but this will not affect any discount already claimed and applied before the change, amendment or withdrawal took place
9. Offer restrictions
a. The offer is non-transferable, has no cash value and cannot be sold, loaned, given away, transferred, exchanged, refunded or redeemed for an alternative benefit.
b. The offer will become void if sold, loaned, given away or if any attempt is made to sell, loan or give it away.
c. The offer cannot be used in conjunction with any other discount, promotion, offer or voucher unless expressly stated otherwise by Dyno-Rod.
d. The offer is available for domestic customers only unless Dyno-Rod expressly confirms otherwise
10. Relationship with Membership terms and service terms
a. These offer terms are extra terms and conditions for this specific British Gas Membership benefit.
b. The customer’s British Gas Membership remains subject to the British Gas Membership Terms and Conditions, available at: British Gas Membership Terms and Conditions
c. All Dyno-Rod services are subject to availability and Dyno-Rod’s standard terms and conditions, which apply in addition to these offer terms.
d. If there is a conflict between these offer terms and the British Gas Membership Terms and Conditions or Dyno-Rod’s standard service terms, these offer terms will take priority only in relation to eligibility for this discount, how the discount is claimed and the amount of the discount. The British Gas Membership Terms and Conditions and Dyno-Rod’s standard service terms will continue to apply in all other respects.
11. Suspension, withdrawal or misuse
a. Dyno-Rod and/or British Gas may suspend, withdraw or refuse the discount where reasonably necessary, including where the customer is not eligible, has misused British Gas Membership or this offer, has not complied with these offer terms or the British Gas Membership Terms and Conditions, or has provided incorrect or misleading information.
b. Withdrawal or amendment will not affect any qualifying booking where the customer has already accepted a quotation and the discount has been applied, unless the customer is found not to have met the eligibility criteria or has misused the offer.
12. Data protection and communications
a. Personal data processed in connection with this offer will be handled in accordance with the applicable British Gas and/or Dyno-Rod privacy notices.
b. British Gas Membership communications and personal data processing are governed by the British Gas Membership Terms and Conditions and applicable privacy notices.
c. Further information about how personal data is collected and used is available in the British Gas Privacy Notices, available at: British Gas Privacy Notices.
13. General
a. By booking a service under this offer, customers agree to these terms and conditions.
b. Nothing in these terms affects a customer’s statutory rights.
c. These terms are governed by the laws of England and Wales or Scotland, depending on where the customer lives, and are subject to the jurisdiction of the courts in that region.
d. Promoter: Dyno-Rod Limited, registered in England and Wales with registered number 01046906 and registered office at Millstream, Maidenhead Road, Windsor, Berkshire SL4 5GD.