Terms of service

Hiring an engineer

Time on a leak is billed at an hourly rate, which is the one listed for that kind of work on the pricing page. A fixed hourly rate quoted before we attend and never exceeded. Before any repair or material is used, we agree it with you. When a visit costs money and when it does not is set out on the no find, no fee page. Your statutory consumer rights are untouched by anything written here.

Prices quoted on this site

What we charge is whatever the pricing page lists for the work in question. No VAT is charged. A figure that appears in one of our guides and is not on that page is a range observed across the trade, so it should not be taken as our price.

Guidance in our articles

The guides explain how water leaks commonly behave. Yours is a particular property, and a symptom that normally means one source may be caused by another one there. Only an inspection on site can confirm which. If electrics or gas run nearby, do not open up walls, floors or sealed pipework in search of a leak.

In an emergency

Smelling gas comes first: call the National Gas Emergency Service on 0800 111 999 before doing anything else. Where water is running close to electrics, or a pipe is flooding the property, close the stop tap and keep away from wet sockets. After that, send the enquiry form, state that it is an emergency and ask for an engineer to attend.

Changing your mind about a booking

A visit booked by phone or online is generally covered by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which allow cancellation within 14 days of booking without stating a reason. We do not begin work during those days unless you request it. Should you ask us to start and then cancel, you owe a proportionate sum for the work done until you told us.

An explicit request for an urgent repair or maintenance visit can remove the right to cancel that particular visit, though anything beyond the urgent work can still be cancelled. Cancel by writing to [email protected], giving the date and the booking, and retain a copy. This paragraph is only a summary, and the regulations themselves prevail.

If something goes wrong

Where a visit or a charge falls short of what you expected, email [email protected] describing what happened and the outcome you want. An unresolved complaint may go to an alternative dispute resolution provider or to the courts. Either way, your legal rights stay as they were.

Using this website

The words, pictures and diagrams here belong to Emergency Leak Experts London. Reading them and linking to them is welcome, but republishing them elsewhere is not permitted. We try to keep every page accurate and up to date, yet mistakes can get through and we promise nothing to the contrary. A business can only exclude liability to the extent the law permits, and these terms go no further.

These terms are governed by English law. How we treat the information you send is described in the privacy policy.

Our email address is [email protected].