Terms and Conditions

Terms and Conditions of Service

These Terms and Conditions apply to all services provided by M W Waste Drainage Support Services Ltd ("we", "us", "our") to customers ("you", "the customer"). By booking or permitting us to carry out any work, you agree to be bound by these Terms and Conditions.

1. Services Covered and Customer Types

These Terms apply to services provided to both domestic (consumer) and commercial customers. Certain statutory rights apply only to consumers and do not apply to business-to-business contracts. These Terms apply to, but are not limited to, the following services:

• Septic tank emptying
• Cesspit emptying
• Sewage treatment plant emptying
• Liquid sludge and waste transport
• Drain clearance and unblocking
• Installation of septic tanks
• Installation of sewage treatment plants
• Installation of drainage fields and associated pipework
• Maintenance, repair, and related waste services

2. Formation of Contract

A legally binding contract is formed when:

You request or book a service (by phone, email, website, or other means), and

We accept the booking or attend site to carry out the service.

A contract does not need to be in writing to be legally enforceable.

3. Access and Site Conditions

You are responsible for ensuring safe, clear, and unrestricted access to the site, including manholes, tanks, chambers, and drains.

Any delays or additional work caused by restricted access, concealed covers, poor ground conditions, or inaccurate information may result in additional charges.

We reserve the right to refuse or stop work if site conditions are unsafe.

4. Septic Tank, Cesspit, and Treatment Plant Emptying

Our service involves the removal of liquid waste and sludge only.

We are not responsible for the structural condition of tanks, pipework, covers, or drainage systems.

If defects or non-compliance are identified, we may advise you, but responsibility for rectification remains with you.

5. Drain Clearance

Drain clearance services are provided on a reasonable care and skill basis.

We cannot guarantee the permanent removal of blockages where defects, collapses, or external factors exist.

Further investigation (e.g. CCTV surveys) may be recommended at additional cost.

6. Installation Works

Installation of septic tanks, treatment plants, and drainage fields will be carried out in accordance with the agreed specification and applicable regulations at the time of installation.

Responsibility for future regulatory compliance, maintenance, and use rests with the property owner.

Ground conditions, weather, or hidden obstructions may affect installation timescales and costs.

7. Waste Handling and Environmental Compliance

All waste is transported and disposed of in accordance with current environmental legislation.

Once waste has been removed from your site, it cannot be returned.

We will not discharge waste back onto land where this may cause pollution or breach environmental regulations.

8. Prices and Payment

Prices are as quoted or otherwise agreed prior to works.

Prices may be varied for commercial customers subject to agreed terms.

Invoices are payable within 30 days unless otherwise stated.

For commercial customers, late payments may incur interest and recovery costs in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.

For consumer customers, we reserve the right to recover reasonable debt recovery costs where permitted by law.

Prices are as quoted or otherwise agreed prior to works.

Invoices are payable within 14 days unless otherwise stated.

Late payments may incur interest and recovery costs in accordance with applicable law.

9. Cancellation Policy
Plain English Summary

If you cancel, we must receive the cancellation before we attend.

If we arrive and cannot carry out the work due to no access or site issues, a charge will apply.

Once a service such as septic tank emptying or drain clearance is completed, it cannot be cancelled.

9.1 General

Cancellations must be received by us in writing (email or contact form) and acknowledged by us.

Cancellation is only effective once received.

9.2 Domestic (Consumer) Customers

Where services are booked remotely, consumers may have a statutory right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

This right is lost once a service has been fully performed at the consumer’s request.

9.3 Commercial Customers

Commercial customers do not have statutory cooling-off rights.

Cancellations by commercial customers must be made in accordance with agreed booking terms.

9.4 Late Cancellation, No Access, or Failure to Cancel

If cancellation is not received before attendance, or access is unavailable on arrival, an abortive visit or full service charge may be payable.

9.5 Completed Services

Septic tank emptying, drain clearance, and waste removal are one-off services that are fully performed once completed and cannot be cancelled retrospectively.

9.1 General

Cancellations must be received by us in writing (email or contact form) and acknowledged by us.

Cancellation is only effective once received.

9.2 Domestic (Consumer) Customers

Where services are booked remotely, consumers may have a statutory right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

This right is lost once a service has been fully performed at the consumer’s request.

9.3 Commercial Customers

Commercial customers do not have statutory cooling-off rights.

Cancellations by commercial customers must be made in accordance with agreed booking terms.

9.4 Late Cancellation, No Access, or Failure to Cancel

If cancellation is not received before attendance, or access is unavailable on arrival, the full service charge or a call-out charge may be payable.

9.5 Completed Services

Septic tank emptying, drain clearance, and waste removal are one-off services that are fully performed once completed and cannot be cancelled retrospectively.

9.1 Cancellation Before Attendance

Cancellations must be received by us in writing (email or contact form) and acknowledged by us.

Cancellation is only effective once received.

9.2 Late Cancellation or Failure to Cancel

If cancellation is not received before attendance, or access is unavailable on arrival, the full service charge may be payable.

9.3 Completed Services

Where a service has been fully carried out at your request, you lose any right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Septic tank emptying, drain clearance, and waste removal are one-off services that are fully performed once completed.

10. No Access / Abortive Visits

You must ensure clear and safe access to the site, including unlocked gates, clear routes, and accessible covers.

If we attend site and are unable to carry out the service due to no access, restricted access, unsafe conditions, inaccurate information, or customer unavailability, this will be treated as an abortive visit.

Abortive visits may be charged at a call-out fee or up to the full service price to cover time, vehicle, and disposal capacity costs.

11. Consumer Rights

Nothing in these Terms affects your statutory rights.

The Consumer Rights Act 2015 applies only where services are not carried out with reasonable care and skill, are not completed, or are not as agreed.

11. Liability

We shall not be liable for damage arising from pre-existing defects, hidden services, or poor ground conditions.

Our liability is limited to the value of the service provided, except where prohibited by law.

12. Force Majeure

We are not liable for delays or failure to perform services due to events beyond our reasonable control, including severe weather, vehicle breakdown, or access restrictions.

13. Complaints

Any complaints must be raised in writing within 7 days of the service date to allow investigation.

14. Governing Law

These Terms and Conditions are governed by the laws of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction.

 

 

One-Page Customer Summary (Plain English)

This summary is provided for clarity only. Full details are set out in the Terms & Conditions above.

What services do you provide?

We provide septic tank, cesspit and treatment plant emptying, drain clearance, liquid waste transport, and installation of septic tanks, treatment plants, and drainage fields for both domestic and commercial customers.

How do I book?

Bookings can be made by phone, email, website, or contact form. Once a booking is accepted or we attend site, a binding contract exists.

What about cancellation?

If you need to cancel, we must receive your cancellation before we attend.

Sending an email alone is not enough – cancellation is only effective once received.

Commercial customers do not have cooling-off rights.

Domestic customers may have cooling-off rights for remote bookings, but these end once the service is carried out.

What happens if you attend but cannot do the work?

If we arrive and cannot carry out the work due to no access, locked gates, unsafe conditions, missing covers, incorrect information, or no one available on site, this will be treated as an abortive visit and a charge may apply.

Can I cancel after the work is done?

No. Services such as septic tank emptying, drain clearance, and waste removal are one-off services. Once completed, they cannot be cancelled and payment is due.

What about waste that has been removed?

Once waste has been removed from your site, it cannot be returned. We will not discharge waste back onto land where this may cause pollution or breach environmental regulations.

What laws apply?

The Consumer Rights Act 2015 applies only if a service is not carried out with reasonable care and skill or is not completed.

Cancellation rights are covered by the Consumer Contracts Regulations 2013 and end once a service is fully performed.

Commercial customers are subject to standard contract law and late payment legislation.

What if there is a dispute?

If there is a dispute, please contact us in writing as soon as possible. Any legal matters will be governed by the laws of England and Wales.