Refund and Cancellation Policy

What this policy covers

This policy applies to all drain services booked with UnclogCo, including drain unblocking, CCTV drain inspection, high-pressure jetting, grease trap cleaning and planned maintenance visits. It forms part of our Terms and Conditions. Specific arrangements in a written service agreement take priority for the visits it covers.

Cancelling or rescheduling a visit

• More than 4 hours before the booked time slot: you can cancel or reschedule free of charge by calling or emailing us.
• Less than 4 hours before the time slot: we may charge a late cancellation fee equal to the call-out charge confirmed at booking, because the technician’s time has already been allocated.
• If the technician arrives and cannot get access: the call-out charge applies, unless we were told in advance about the access problem.

Planned maintenance customers can move a scheduled visit by giving at least 48 hours’ notice.

If we need to cancel

Occasionally we may need to reschedule because of an emergency, illness, vehicle breakdown or unsafe conditions. We will contact you as early as possible and offer the next available slot. You will not be charged for a visit we cancel, and any advance payment for that visit will be refunded in full if you do not want to rebook.

Declining a quote on site

After diagnosis, the technician gives you a fixed price for the work. If you decide not to go ahead, you pay only the diagnosis or call-out charge agreed when booking. No further charges apply.

Work we cannot complete

If we are unable to clear a drain, for example because the pipe has collapsed or access is impossible without excavation, you will not be charged for the clearing work that was not completed. The call-out or diagnosis charge, and any camera inspection carried out to identify the problem, remain payable because they provide you with the information needed to arrange a repair.

Return visits for recurring blockages

If the same drain blocks again within 30 days of our unblocking or jetting visit, call us. We will return to assess it without a further call-out charge.

• If the blockage has returned because our work was not completed properly, we will clear it again at no charge.
• If it has been caused by a new obstruction, such as items flushed or fat poured down the drain after our visit, or by a structural defect we identified and reported, we will explain what we found and quote for any work needed.

This return visit cover does not apply to drains where you chose not to follow a repair or jetting recommendation we made in writing.

Refunds

If you believe you have paid for work that was not carried out as agreed, contact us within 14 days of the visit. We will review the job record, speak to the technician and, where appropriate, return to inspect. If we agree that the work fell short, we will either put it right or refund the relevant part of the price.

Approved refunds are paid using the original payment method where possible, or by bank transfer or mobile payment, within 10 working days of approval.

Planned maintenance agreements

Planned maintenance schedules can be ended by either side with 30 days’ written notice, unless the agreement states otherwise. Visits already carried out are payable. Any amount paid in advance for visits that will no longer take place is refunded.

How to contact us

To cancel, reschedule or raise a refund request, contact UnclogCo by email at contact@unclogco.com or by phone on +8801894 615871 or +8801894 615872. Please include your name, the property address and the date of the visit so we can find your job record quickly.