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Terms and Conditions

Version 1.0 · Last updated 13 October 2026

These terms apply to every job we quote for. You accept them when you accept our quote. They do not affect your legal rights as a consumer.

1. Who we are

  1. Bob's Your Uncle Drainage is a trading name of Caulfield Contractors Ltd, registered in England and Wales, company no. 01698285. Registered office: Little George, Queenborough Lane, Rayne, Braintree, Essex CM77 6TB. VAT no. 313 8666 93.
  2. Contact us on 01245 979100 or office@bobsyouruncledrainage.co.uk. For complaints, see our complaints page.
  3. "We" and "us" means Caulfield Contractors Ltd. "You" means the person who accepts our quote.

2. Quotes and how the contract is made

  1. Before any work starts we give you a written quote, by email, text or on paper. It sets out the work, the fixed price, when we will do it and, for repairs, the guarantee period for each item. Once you accept, we send you a copy before we start.
  2. A quote is valid for 28 days unless it says otherwise.
  3. The contract starts when you accept the quote, by signing it, replying to say yes, or ticking the acceptance box. The contract is the quote plus these terms. If they conflict, the quote wins.
  4. The quote covers only the work it describes. For a blockage, that is the drain run and access point named in the quote.
  5. Anything we tell you about the work, in writing or in person, forms part of the contract if you rely on it.

3. The price

  1. The price on the quote is fixed and includes VAT and every charge you must pay, including any call-out or diagnostic charge shown on it. There are no hidden extras.
  2. Any call-out charge depends on where the job is. If one applies, it is shown on the quote and included in the price.
  3. If we find the job needs more work than quoted, we stop and explain why. We then give you a revised written quote. Nothing extra is done or charged without your agreement.
  4. If you decline the extra work, you pay a fair proportion of the quoted price for the work done up to that point.
  5. Work in central London may carry the Congestion Charge or paid parking. If so, it is included in the quote.

4. Your right to cancel

  1. You can cancel within 14 days after the day you accept our quote, without giving a reason.
  2. We won't start within those 14 days unless you ask us to in writing, by ticking the request on your quote or replying by email or text.
  3. If you cancel after we've started at your request, you pay a proportionate part of the total quoted price for the work done up to the time you tell us.
  4. Once the work is finished at your request, you can no longer cancel it.
  5. If you asked us to visit specifically to carry out an urgent repair, you can't cancel that repair. You can still cancel, within 14 days, any other work or goods we supply on that visit, apart from parts we needed for the urgent repair.
  6. To cancel, tell us clearly by phone or email, or use the cancellation form at the end of these terms. We refund any money due without undue delay, within 14 days of you telling us, to the card you paid with.

5. Booked visits

  1. We give you an arrival time when you book and keep you updated on the day.
  2. You can cancel or move a booked visit free of charge up to 6pm the day before. After that, these charges apply because we lose the slot and can't usually fill it: £60 if you cancel before our engineer sets off; £132 if you cancel after they've set off or arrived, if nobody is in, or if we can't get access (plus £20 in outer London or £50 inside the Congestion Charge zone). Before charging for no access, we phone you and wait 10 minutes. These charges are never more than the price quoted for the job, and if you rebook within 7 days we take the charge off the new job. No charge applies if you cancel within your 14-day cancellation period.

6. What we need from you

  1. Clear access to the drains, manhole covers and work area, and to a water supply and power point if needed.
  2. Tell us about anything you know that affects the job: past blockages or repairs, hazards, shared drains, pets, or anything buried nearby.
  3. If the work is on land you don't own, or you rent the property, get the owner's or landlord's permission first.
  4. Keep children and pets away from the work area while we're working.

7. How we do the work

  1. We carry out all work with reasonable care and skill, using suitable equipment and materials.
  2. Bobby Caulfield carries out our repairs. If another qualified engineer works on your job, we remain responsible for their work.
  3. Hidden conditions. Drains are underground, and old pipes (pitch fibre, clay and some plastic) can be weak or already damaged. Some problems only show up during or after the work. If we think a method risks damaging a weak pipe, we tell you before we use it. If we find asbestos cement pipes or another hazard, or the site isn't safe to work on, we stop and tell you before going any further.
  4. Digging. If we dig, we backfill and leave the ground level and safe. We replace paving, tarmac, turf or other surfaces only if the quote says so.
  5. Buried services. We check for cables and pipes before we dig, using records and detection equipment where available.
  6. Water company pipes. If the problem is in a public sewer or a shared drain owned by the water company (Anglian Water or Thames Water in our area), we stop and tell you. You pay only the diagnostic charge shown separately on your quote. If no such charge is shown, you pay nothing. We give you our findings so you can report it to them.
  7. Waste. We take away and lawfully dispose of the waste our work creates.

8. CCTV drain surveys

  1. A CCTV survey records the inside of the drain runs we can reach, on the day of the survey. We give you the footage and a written report coded to the MSCC5 industry standard. You can use them for your property, including passing them to your surveyor, solicitor, lender or a buyer. We keep the copyright.
  2. A camera can't see the outside of a pipe, or defects hidden under standing water, silt or debris. The survey does not confirm who owns a drain or where a boundary is.
  3. A survey before you buy a house is a CCTV drain survey only. It is not a home buyer's survey, a valuation or a structural report. You can share our findings with your surveyor, solicitor or lender.
  4. We send the report within 3 working days of the survey.

9. Paying us

  1. Payment is due when the work is finished. We take debit and credit cards on site, using our card reader. All payments are made to Caulfield Contractors Ltd, the company that does the work; Bob's Your Uncle Drainage is its trading name.
  2. We email you a VAT invoice and receipt for every job. Reports, CCTV footage, certificates and guarantee paperwork are sent once the job is paid in full. We still tell you straight away, in writing, about anything urgent or unsafe we find.
  3. If you can't pay on the day, we email an invoice with a card payment link. It must be paid within 7 days.
  4. If you book work on someone else's behalf, for example as a letting agent for a landlord, you are responsible for paying unless we've agreed in writing to invoice the owner instead. Planned commercial or contract work is quoted under separate terms.
  5. The payment will show on your card statement as Caulfield Contractors.
  6. If you don't pay on time, we may charge interest on the overdue amount at 4% a year above the Bank of England base rate, from the due date until you pay.

10. Our guarantee on repairs

  1. We guarantee our repair work and the materials we fit, on the section we repaired, at the same property. The guarantee period for each item is on your quote and invoice. That period applies; if it isn't clear, the longer period applies.
  2. 12 months for permanent repairs where we replace or reline the damaged part:
    • digging up and replacing a section of pipe or a broken joint
    • patch liners and full relining
    • new or rebuilt inspection chambers and manholes
    • new gullies and rodding eyes, and new pipework connected into the existing run
  3. 90 days for smaller repairs, or repairs in a run that is still old:
    • resealing a single joint, or repairing part of a pipe where you chose not to have the rest fixed
    • benching or channel repairs inside an existing chamber
    • a new manhole cover and frame, or a new gully pot on an old connection
    • pitch fibre or clay pipe repairs where we've advised the run needs replacing
    • any repair the quote describes as temporary or emergency
  4. If you have only part of the work we recommend done, that repair is guaranteed for 90 days.
  5. Not guaranteed: clearing blockages, jetting, descaling, root cutting on its own, and CCTV surveys. A cleared drain can block again because of what goes down it. We'll tell you what caused the blockage and how to avoid a repeat.
  6. The guarantee does not cover: damage caused after our visit by roots, ground movement, vehicles, other people's work or misuse; sections we advised repairing that weren't repaired; public sewers and drains owned by the water company.
  7. To claim: contact Caulfield Contractors Ltd on 01245 979100 or office@bobsyouruncledrainage.co.uk within the guarantee period, and before anyone else works on the repair unless an emergency made that unreasonable. We'll inspect it, and if it's covered we'll put it right free of charge.
  8. This guarantee is in addition to your legal rights, which it does not affect. Our work must be done with reasonable care and skill, and materials we fit must be of satisfactory quality, fit for purpose and properly installed. You may be able to claim for up to six years.

11. Our responsibility to you

  1. If we break this contract or are careless, we're responsible for loss or damage you suffer that was foreseeable when the contract was made.
  2. We hold public liability insurance and can show you the certificate.
  3. We're not responsible for loss caused by a condition that existed before our visit, where we used reasonable care and skill and told you about the risk.
  4. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn't allow us to limit.
  5. We only supply homes. We're not responsible for business losses such as lost profit or lost trade.

12. Complaints

  1. Tell us by phone or email. We'll acknowledge it within 2 working days and aim to resolve it within 14 days. Our complaints page explains how.
  2. If we can't resolve it, we'll give you our final answer in writing. We don't currently use an alternative dispute resolution scheme. You can get free advice from the Citizens Advice consumer helpline on 0808 223 1133, or make a claim through the small claims court.

13. Your information

  1. We use your details to quote, do the work, invoice you and handle any guarantee claim. Our privacy notice explains how. We keep photos and footage of your drains as a record of the job.
  2. We only use photos of your property in our marketing if you agree.

14. General

  1. If something outside our reasonable control delays the work, such as extreme weather or a vehicle breakdown, we'll tell you and rearrange as soon as we can. If the delay is long, you can cancel and we refund anything paid for work not done.
  2. If a court finds part of these terms unenforceable, the rest still applies.
  3. These terms are governed by the law of England and Wales. You can bring a claim in the courts of England and Wales, or of Scotland or Northern Ireland if you live there.

Cancellation form

Only fill in and return this form if you want to cancel the contract.

To: Caulfield Contractors Ltd t/a Bob's Your Uncle Drainage, Little George, Queenborough Lane, Rayne, Braintree, Essex CM77 6TB. office@bobsyouruncledrainage.co.uk

I/We hereby give notice that I/we cancel my/our contract for the supply of the following service: ______

Ordered on: ______
Name: ______
Address: ______
Signature (paper only): ______
Date: ______