Terms & Conditions

  • It is not always possible to predict how long it will take to find any leak(s).
  • We will attempt to find all leak(s) within the client brief given to us, but no guarantee is possible.
  • On some occasions, when leaking pipes are exposed they are in close contact and/or can be difficult to access. In these circumstances there is a risk of collateral damage during repair. We accept no responsibilities for such collateral damage should it occur, and any necessary additional repairs will be chargeable.
  • If undetected leaks cause any damage, we accept no responsibility for such damage.
  • We are not responsible for leaks in areas not included in the client brief.
  • We will only undertake invasive procedures if given clear instruction by client.
  • Repairs to old, poor quality and/or damaged pipe work should be seen as temporary, & may fail within a short time. If we do need to attend again because of a failed temporary repair, this will be chargeable.
  • It is the client’s responsibility to continue to monitor the situation after we have left site and call us back as necessary to investigate any on-going leak(s).
  • The biggest problems occur from a lack of access. Good examples are locked doors in multiple occupancy homes or a leak traced to another property we have no access to.
  • We have a lot of heavy equipment in our vans and do ask that you try to provide parking if available and understand that feeding a meter or buying a parking permit is an addition to the invoice.
  • All repairs are guaranteed for 90 days

1 Access to leak area

  1. We need to ‘see’ the maximum area of floor possible; these areas need to be as uncluttered as possible.
  2. We only undertake destructive access under instruction.
  3. Method of detection is at the discretion of our engineer.
  4. We will try to work around limited access, heavily cluttered areas, refusal of methods or refusal/lack of access may result in our engineer being unable to conclude his work & our full fee will be due.
  5. In multiple occupancy property (shared accommodation or flats) we may need access to the adjacent property(s). Where this access is not possible, or the leak is traced to beyond the client’s property, this will be considered successful leak detection.
  6. Fees & Payment:
  7. For successful location of a significant leak, where we suspect more leaks are present we will attempt to detect these, however the first leak may disguise additional leaks.
  8. Additional visits if required, are charged at the current rate, but we will try to identify everything in a single visit.
  9. Parking is chargeable as are parking tickets caused by no parking available (e.g. property is on a red route or has no parking available).
  10. Repairs are an additional cost, we will advise on the cost and if the repair is permanent or temporary. Materials remain the property of Aquakare until invoice is paid in full.e. Our payment terms for all our invoices are:
    Payment is required within 7 days of the date of the invoice.f. All accounts outstanding beyond our standard payment terms will be subject to statutory interest & compensation pursuant to the Late Payment of Commercial Debts Act (1998).
  11. Interest will be calculated at a rate of 8% above Bank of England base rate without exception unless expressly stated otherwise in writing by the Company.
  12. All accounts outstanding 30 days or more beyond our standard payment terms will be referred to our Debt Recovery Agents (Redwood Collections).
    All such accounts will be subject to a surcharge of 20% plus VAT in lieu of debt & court recovery costs without exception unless expressly stated otherwise in writing by the Company.

  1. Access, Repairs & Re-commissioning:
  2. When requested our engineer will refill and bleed air from the system as is practical. Once the system has been bled once, any more air that affects the performance of the system is the responsibility of the property owner. We recommend air is bled again a few days later by the occupier to remove any remaining air.
  3. Where pipe work is drained, we will advise on the condition of the water discharged and if any additives or devices are required/recommended (e.g. Inhibitor/Boiler Magnet) these additives/devices are not part of our leak detection and would be carried at an additional cost.
  4. Leak detection fee is for the successful, non-invasive location by instruments or devices. Access is not part of leak detection. It is often necessary to delay while liaising with insurance and loss adjusters.


  1. Refusal of repair/re-commissioning:
  2. In the rare occasion where our engineer considers an installation dangerous or beyond repair, we reserve the right to refuse repair and/or re-commissioning even after successful leak detection.
  3. Reasons for a refusal could be poor ventilation of a gas appliance, incorrect plumbing of an un-vented cylinder, fire hazard, liquid leak seal or degraded pipework where further leaks are inevitable.
  4. This is at the discretion of the engineer on site and the leak detection fee is applicable.
  5. Ducting, sheathing and glued vinyl can block trace gas leak detection. In the case of a floor covering over a solid floor blocking access, we will endeavour to localize with other methods (damp, thermal, acoustic).
  6. In the case of a void floor, we can locate a room or area of the leak but as the gas used will spread in the void localization is much harder. Using thermal and sound equipment we will endeavour to reduce this area.
  7. Our equipment can ‘set’ liquid leak seal (temporarily fixing the leak) it is imperative that we know if leak seal is in the system, as the use of leak seal can invalidate your boiler warranty.
  8. Leak detection is also considered successful where we find no leak is present (e.g. after incorrect or mistaken water authority notification).
  9. Leak detection may identify an issue (such as a boiler fault causing pressure loss) by a process of elimination. Leak detection is considered successful (see 6.e) where heating systems have been tested and found not to leak and results indicate a thermal or boiler fault.
  1. Damage, Liability & Complaints:

We accept no liability for:

  1. Damage during normal activities, to detect, access and/or repair a leak.
  2. Damage caused by undetected leaks.
  3. Failure of a repair connected to existing pipework.
  4. Blockage/failure from leak detection, access or repair.

Whilst every effort is made is made to locate a leak without destructive works, there is no replacement for physically accessing an area. Where there is subsequent doubt over the leak location we will re-attend to confirm the leak location, on the basis that:

  1. The area has not been accessed
  2. No repair has been made
  3. No leak sealant has been used
  4. The leak is the same rate of loss as reported
  5. Second visit is arranged within 14 days of original detection.

If our findings are proven incorrect (within the limitations of section 6) there will be no charge for this second visit, if we still fail to find the leak, we will refund our original fee.

However if a leak is found to be in the same leak location, re-attendance is chargeable at the same rate as original leak detection.

Where a repair is made to an indicated area and there is further leakage found not to be from the original location (a different, concurrent or subsequent leak) re-attendance is charged at the standard rate.

  1. Reports, Images & Documentation:

All reports, photographs and documents remain the property of Aquakare. Their dissemination, distribution and/or publication is at the discretion of Aquakare who reserve the right to store documentation and images obtained during inspection and use these as seen fit, including training, advertising and publication. Aquakare will endeavour to remove anything that would identify our client or location from any images. There are limits to what technology can provide and while Aquakare, make every effort to ensure the accuracy/reliability of our reports/findings. Information is presented ‘as is’ with no warranty as to accuracy and is intended for guidance only. No expenditure should be undertaken based on information conveyed in reports or verbally.