The Rainwater Guy Ltd
Regen House | Beaumont Road | Oxfordshire | OX16 1RH
T: 01295 675500 | M: 07783 435205 | E: Jamie@therainwaterguy.co.uk
Terms and Conditions of Service
1. Definitions
In these terms, “Service Provider” refers to The Rainwater Guy Ltd, and “Customer” refers to the other party to this contract. A “Service Visit”
refers to any visit by the Service Provider, including but not limited to maintenance, call-outs, remedial work, site visits, installation, and
commissioning. The “Contract Price” is the price invoiced by the Service Provider for such visits.
2. Order Confirmation
Where applicable, work will commence only upon receipt of a written Order Number or written confirmation via email or letter.
3. Variations
Any identified variations to the agreed scope of work must be priced and agreed upon before being executed. Verbal instructions, if provided,
will be confirmed in writing and priced at day work rates, with additional charges for materials, plant, and equipment required to complete the
task.
4. Quote Validity
All quotes are valid for 30 days unless otherwise specified.
5. Quotes Based on Customer Information
Quotes for work where no site visit has occurred will be based on the information provided by the Customer. Any changes in this information
will result in a revised quote.
6. Installation and Commissioning
The Customer must confirm the completion of any works prior to the Service Provider’s arrival. If confirmed works are incomplete, the quoted
price may change, or the visit may be aborted and still charged.
7. Accuracy of Information
The Service Provider is not liable for any incorrect or ambiguous information provided by the Customer.
8. Material Usage
If insufficient specification details are provided, the Service Provider will use materials and parts deemed appropriate for the task.
9. Responsibility for Materials/Parts
Once materials or parts are installed, they become the Customer’s responsibility. Ownership of goods transfers upon payment.
10. Scheduling and Lead Times
The Service Provider and Customer will agree on the scheduling of works. The Customer will be advised of any extended lead times for
products or materials.
11. Service Visit Reports
Following a Service Visit, the Service Provider will issue a report detailing the works completed and any recommended further remedial
actions.
12. Post-Visit Issues
The Service Provider will not be responsible for issues arising from work not carried out as detailed in the post-visit report.
13. Additional Work Outside Maintenance Agreement
Any work required outside of the maintenance agreement will be quoted separately and performed as an additional service.
14. Remedial Work Quotes
Any remedial work that can be carried out by the Service Provider will be quoted and/or provided alongside the post-visit report.
15. Third-Party Remedial Work
The Service Provider is not responsible for remedial work carried out by third parties. Assistance or advice may be provided at the Service
Provider’s discretion.
16. Annual Maintenance Agreement
The annual maintenance fee covers the routine service visit as specified in the maintenance proposal, including any optional extras identified
within the maintenance plan.
17. Initial Assessment
A system assessment will be conducted by the Service Provider prior to the commencement of the maintenance agreement for new
customers or those without a service visit in the past two years.
18. Maintenance Period
The maintenance fee applies for a 12-month period, unless otherwise specified in a bespoke maintenance proposal.
19. Timing of Maintenance Visits
The initial maintenance visit can take place during any month of the contract period.
20. Service Agreement Commencement
The service agreement will commence only after any issues identified in the initial assessment have been rectified.
21. Assumptions for Maintenance Price
The annual maintenance price assumes that the system has been installed according to manufacturer’s guidelines and has been previously
maintained or commissioned by the Service Provider.
22. Impact of Skipping Maintenance Visits
If the Customer skips a year of maintenance under a gold/platinum agreement, the tank cleaning will be chargeable at the current full rate.
23. Delayed or Missed Maintenance Visits
Delays exceeding 3 months or a missed maintenance year may result in the cancellation of agreement benefits.
24. Failure to Schedule Annual Service
If the Customer fails to schedule an annual service within the maintenance agreement timeframe, the agreement may be terminated.
25. Call-Out Procedures
Before a call-out is booked, the Customer must inform the Service Provider of the issue and complete any required preliminary checks over
the phone.The Rainwater Guy Ltd
Regen House | Beaumont Road | Oxfordshire | OX16 1RH
T: 01295 675500 | M: 07783 435205 | E: Jamie@therainwaterguy.co.uk
26. Eligibility for Free/Discounted Call-Outs
Free or discounted call-outs are available only if the system has been maintained annually and used according to the manufacturer’s
instructions. If this is not the case, the visit may be chargeable.
27. Non-Emergency Call-Outs
Call-out visits will be booked as non-emergency, unless otherwise specified following an initial investigation.
28. Charges for Uncompleted Pre-Visit Checks
If the required pre-visit checks are not completed as instructed, the visit may become chargeable.
29. Return Visits
Return visits required shortly after a maintenance visit may incur additional charges, which will be communicated prior to scheduling.
30. Replacement Parts
Free or discounted replacement parts are provided based on fair wear and tear. Items not considered fair wear and tear will be chargeable at
the full rate.
31. Modifications to Systems
Any modifications to the rainwater harvesting or wastewater treatment systems must be approved in writing. Unauthorized alterations may
invalidate the maintenance agreement and affect quoted prices.
32. Additional Work on Service Visits
Any additional work not covered by the maintenance plan or quoted works will only be carried out with the Customer’s written consent and at
an agreed price.
33. Payment Terms
Unless otherwise agreed, payment is due upon acceptance of the maintenance agreement. Services will begin once the agreement is
confirmed.
34. Invoice Payment Terms
All invoices must be paid in accordance with the terms outlined in each invoice. Failure to pay on time may result in delayed payment fees of
1.5% per month on overdue amounts.
35. Interim Payment Agreements
Interim payments may be agreed during the pre-contract stage to cover periods of high expenditure.
36. Payment Queries
Any payment-related queries must be submitted within 7 days of the invoice date. After this period, no claims will be considered.
37. Disputes Over Agreed Costs
Disputes regarding costs for work already agreed upon will not be considered after the quote has been accepted and work has been
completed.
38. Cancellations
Cancellations made with less than 48 hours’ notice may result in charges for the scheduled visit.
39. Denied Access
If the Service Provider is denied access to complete the agreed service, the visit will still be chargeable.
Rainwater Harvesting
40. Gutter and Filter Cleans
Gutter and filter cleans are not included in free call-out services.
41. Gutter Checks
Gutter checks and debris removal will be performed up to a height of 6 meters, using a wet vac and extendable poles, if included in the
maintenance plan. Otherwise, the Customer will be quoted separately.
42. Exclusions for Gutter Checks and debris removal
Internal, hidden, or boxed-in gutters, as well as gutters with protective devices, will not be checked or cleaned.
43. Free call outs
These only apply to issues with the rainwater harvesting system itself. Any faults caused by defective appliances, e.g. toilet filling valves, are
not eligible but will be quoted for.
44. Contaminated Tanks
If a tank is found to be contaminated, the Service Provider will not proceed with cleaning services. The visit will still be chargeable, and an
external company will be recommended for decontamination.
Wastewater Treatment
45. Test Results
Wastewater treatment tanks should not be emptied within 3-4 weeks prior to a service visit. Inaccurate test results due to recent tank
emptying are not the responsibility of the Service Provider.
46. De-Sludging Requirement
Failure to de-sludge wastewater systems as advised will invalidate the maintenance agreement.
47. Pump Stations
The Service Provider must be informed of any additional pump stations on-site. Such systems will incur an additional service fee as quoted.
48. Misuse of Wastewater Systems
Improper use of wastewater systems, including the presence of unauthorized items in tanks, may result in additional charges for removal and
disposal.The Rainwater Guy Ltd
Regen House | Beaumont Road | Oxfordshire | OX16 1RH
T: 01295 675500 | M: 07783 435205 | E: Jamie@therainwaterguy.co.uk
49. Maintenance of Additional Parts
Systems with additional parts, such as compressors, require regular maintenance. Failure to adhere to the agreed schedule may result in
additional charges for extended service time.
50. Dosing Solution for Wastewater Systems
It is the Customer’s responsibility to inform the Service Provider of any dosing solution systems prior to a visit.
51. Site Conditions
The Service Provider will inspect and ensure the site is left in good order. Any damage caused by others will not be the responsibility of the
Service Provider.
52. Health & Safety Compliance
The Service Provider adheres to Health & Safety regulations. Gross misconduct in this regard will result in appropriate action.
53. Refusal of Service
The Service Provider reserves the right to refuse service to any customer displaying aggressive or discriminatory behavior toward staff or
threatening their safety.
54. Tax Information
Upon request, the Service Provider will provide its Unique Tax Reference (UTR) and company registration number for verification purposes.
55. Pricing and VAT
All prices are quoted net, unless otherwise stated. VAT will be applied at the prevailing rate on the date of invoice.