FTS GROUP LIMITED
Installation, Servicing and Maintenance Terms & Conditions
Here at DripFix we try to keep things simple, so here's a summary of our terms and
conditions for installation, servicing and maintenance work.
Everything you really need to know is here on this page, but you can click
here to read the full legal mumbo jumbo.
Installation, Servicing, Maintenance & Repair Works
When you ask us to install new appliances, depending on the scope of the work, we
all for an agreed estimated fee which we will notify to you in writing in advance
of commencing the work.
- design your new installation;
- prepare a layout plan;
- decommission and remove your old appliances;
- prepare new pipework;
- supply and fit new appliances and fittings;
- commission and test the installation;
For service/maintenance/repair work, particularly on emergency call-outs, we will
explain to you the type and scope of the work we believe is required. Where
possible will show you the defective parts or materials which may require repair or
New Installations - Site Survey
We will perform a brief survey of where you want the new installation to confirm the
suitability of the site for the selected appliances and fittings.
In particular we will check the availability and positioning of hot and cold water
supplies and soil/waste water pipes.
This may require a small amount of lifting/removal of floor coverings and decorative
panels (e.g. bath panels), but without this we cannot establish the existing path
of supply and waste water pipework and compare this to what your new appliance(s)
New Installations - Materials
Unless you are supplying your own appliances and fittings we will order all the necessary
components to do the work and will ensure that these meet the needs of the job.
Where you supply materials, fittings or appliances or you specify the items to be
fitted by us it is your responsibility to ensure that these meet the needs of the
In particular you must check that items to be supplied by you are of the correct specification
to complete the work. We will not be responsible for delays or cost increases resulting
from incorrect items being supplied or specified by you.
Assuming that the site survey is satisfactory or, in the case of servicing and maintenance,
once any initial diagnostic works have been performed, we will provide a written estimate
of the cost of the works, together with an order form.
Where a new installation relates to an 'All-Inclusive' offer in our promotional material,
for most customers the price will be that quoted in the promotional material.
For some customers the estimated cost may vary from the offer price because of specific
issues with the installation site identified on the survey visit.
Usually this price difference is due to the positions of the existing appliances and/or
supply/waste pipework, which may need us to do more than the usual minor adjustment
of existing pipework to fit the new appliances or to comply with current Water and
For servicing, maintenance and repair works, in order to deal with the works as quickly
as possible, the estimate may be verbal and we may accept your verbal instructions
to proceed in lieu of written instructions, in which case your verbal instructions
will be binding just as if you had signed a written order for the works.
If it subsequently becomes apparent that the installation or repair requires additional
parts, water supplies or drainage services we will inform you of any additional labour
and materials costs beyond that suggested in our promotional material or estimate.
All timescales provided in connection with our estimates are subject to the availability
of parts, materials and appliances and suitable existing hot and cold water supplies
and soil/waste water drainage services at the installation site.
In the event that your installation requires additional parts, water supplies or drainage
services we will inform you of any additional time required for the installation beyond
that suggested in our promotional material or estimate.
Placing Your Order
To proceed with a new installation you will need to sign and date the order form and
return it to us. We will then contact you to arrange the installation date and take
your deposit (normally 20% of the estimated cost).
We will send back to you a countersigned copy of the order form, after which you will
have a 7 day 'cooling off' period in which to cancel the order before it becomes legally
Once the cooling off period has expired we will then contact you to confirm the agreed
Before our installers arrive you will need to clear the installation site of all contents
such as furniture, personal posessions, etc., and also make sure that there is a clear
path from the property entrance to the works site.
In particular, please make sure that any obstacles such as furniture and ornaments
are cleared away, as we will often need to bring heavy/bulky objects through the property,
such as when removing an old bathroom suite or boiler and delivering the new one.
On arrival our installers will note details of any existing property damage in the
work area and the path through the property and explain to you the proposed order
of work and any requirements for temporarily disconnecting services such as water
We will always try to minimise the period when you are without services, but some
disruption is inevitable and you may wish to make arrangements for temporary alternative
supplies, such a setting aside drinking water.
If, during the course of the installation, we encounter any problems that could not
reasonably have been foreseen when our cost estimate was prepared, our installers
will consult with you on the difficulty and explain how they will resolve it and any
additional charges for the work.
Please note that our installers are required by law to install new appliances in accordance
with current Water and Building Regulations and cannot make changes to the installation
plan which contravene the Regulations.
If our installer finds an existing appliance, fitting or system to be in a condition
which presents a danger to the installer or to you or others or to property you will
be advised of this and what needs to be done to correct the problem and the estimated
If you do not want us to correct the problem our installer will not be able to continue.
In this case you will only be charged for the diagnosis and any appliances/materials/components
already installed and related labour charges.
Please be aware that our installers are required by law to inform the authorities
of dangerous or otherwise unsafe installations/appliances. If you do not instruct
our installers to repair or replace items that are immediately dangerous/unsafe the
authorities may use their legal powers to gain entry to your premises to fix the problem
or to disconnect the service or appliance.
As part of our decommissioning process we will disconnect existing materials, components
and appliances and remove them from your property free of charge for disposal, salvage
An allowance for the costs of disposal/recycling these items or for any salvage value
in them will have been made in the cost estimate provided to you although it may not
have been displayed separately - please ask for a breakdown of the costs of disposal,
salvage or recycling if this is required.
Ownership of all such items and the rights to any salvage values will transfer to
us immediately that the items are removed from your property.
If you wish to make your own arrangements for disposal/recycling/salvage please advise
us at the time of the site survey so that any necessary pricing adjustment can be
made (please note that if subsequently you ask us to remove old appliances etc., an
additional charge may be made).
Once the appliances/fittings/parts are installed we will commission and test them
all, take performance readings (such as water flow and discharge rates and temperatures)
and, in the case of new installations, prepare a handover report which you will be
asked to sign to confirm that the installation is operating properly.
We will also explain to you how to operate each appliance and leave with you copies
of any applicable manufacturer's installation/operating instructions and warranty
Please keep these documents in a safe place in case you need to refer to them at a
later date or we subsequently need them for servicing the appliances.
We will then collect the balance of your payment by charging your debit/credit card
with the outstanding amount (including any surcharge for credit cards).
Please remember that until we have received payment we still own all of the new materials,
components and appliances used in the installation/repair. By payment we mean that
we have received a fully cleared transfer of funds by your debit or credit card company
or your bank.
In the event that we are not paid, either by you or by your debit/credit card company
or bank, or if we agree to accept a cheque and subsequently it is not honoured, we
reserve the right to recover all of the materials, components and appliances supplied
by us in the installation and you are obliged to let us do so, including giving us
access to your premises for this purpose.
Similarly, if you or your credit or debit card company cancel the payment transaction
and/or recover part or all of the payment from us for any reason then ownership of
all the materials, components and appliances installed will revert to us immediately
and you are obliged to allow us access to your premises to recover them.
All our workmanship is guaranteed for 24 months from the date of installation.
New components and appliances supplied by us are guaranteed in accordance with the
maker's warranty, except where we have used salvaged parts from your existing installation
which will not be covered by our guarantee, nor will any other existing pipework or
components or items installed by other suppliers.
Second-hand components or appliances supplied by us are guaranteed for 3 months from
the date of installation.
The exceptions to this guarantee include, but are not limited to:
- Work to replace/rectify components which are embedded in devices with other defects, particualrly where these other defects are unknown or not disclosed to us.
- Work on appliances which have other defects or specific operating requirements where these other defects or operating requirements are unknown or not disclosed to us prior to our undertaking the work.
Defects which arise as a result of us being unaware of specific operating requirements of an appliance or its installation conditions.
Disturbance of existing installation and consequent faults
Please note that the installation of new materials, components and/or appliances may
disturb existing items not included in the new installation.
This is usually due to changes in operating conditions introduced by the new items
or the work required to install them, for example changes in flow rates, working pressures
and temperatures, or the disturbance of sediment and debris in pipework etc.
In particular, new appliances or components may operate to higher performance standards
than those items removed and, as a consequence, may cause stress to other components
that remain from the original appliance or installation, which may then cause
other old components/items malfunction or fail.
Similarly, the replacement of individual components within appliances (such as boilers)
or within plumbing systems may fix a sympton of a problem.
However, the problem itself may remain, because the problem originates elsewhere within
the appliance/system, and the actual cause of the problem may only become apparent
once the initial symptoms have been fixed.
By their very nature we cannot foresee such hidden faults, but as soon as we identify
them we will provide you with an estimate of the additional costs of repair. You will
remain separately liable for the additional costs of correcting such faults if they
Cancellation after works commence
If at any time (and in particular after the discovery of additional faults or the
need for additional works) you decide to abandon the installation, service, maintenance
or repair works you will remain liable to pay for all of the labour and materials
costs (including Value Added Tax) up to the point when you ask us to cease work.
Our installers will do their best to resolve any faults/problems that do arise during
the installation as quickly and cost effectively as possible, but if you are unhappy
with any work done you can contact us to discuss this by telephone or in writing.
The contact details are:
DripFix Customer Service
FTS Group Ltd
5 Wood Road
Telephone: 0845 020 0670
Nothing in this affects your statutory rights.