Last updated: January 2026
These terms of service govern your use of the OneFlow Drainage website (oneflowdrainage.co.uk) and the drainage services we provide. Please read them carefully before using our website or booking our services.
By using our website or services, you agree to these terms. If you don't agree, please don't use our website or services.
About us
OneFlow Drainage Limited provides drainage services across Southern England.
Registered office: 18 High Howe Close, Bournemouth, England, BH11 8NW
Contact email: info@oneflowdrainage.co.uk
Phone: 0800 246 5347
Our services
We provide drainage services including but not limited to:
- Emergency drain unblocking
- CCTV drain surveys
- Drain repairs and relining
- High-pressure water jetting
- Drain cleaning and maintenance
- Soakaway repairs
- Blocked toilet, sink, and drain clearance
Booking and appointments
How to book
You can book our services by calling us on 0800 246 5347 or through our website. When you book, we'll agree a time for our engineer to attend.
Access to your property
You agree to provide safe and clear access to your property and the drainage system. If our engineer can't access the work area, we may need to rearrange the appointment.
Someone must be present
An adult (18 or over) must be present at the property during the work. If no one is available when our engineer arrives, we may charge a return visit fee.
Cancellations
If you need to cancel or rearrange an appointment, please give us as much notice as possible. For cancellations with less than 24 hours' notice, we may charge a cancellation fee.
Quotes and pricing
Fixed price quotes
Where possible, we provide fixed price quotes before starting work. The price we quote is the price you pay, provided the work required matches what we've quoted for.
Additional work
If our engineer discovers additional work is needed beyond what was originally quoted, they'll explain the situation and provide a revised quote before proceeding. We won't carry out additional work without your agreement.
No callout fees
We don't charge callout fees for standard appointments. You only pay for the work carried out.
Emergency pricing
For emergency callouts, we may provide a price range rather than a fixed quote until our engineer has assessed the situation. We'll always agree a price with you before starting work.
Payment
When payment is due
Payment is due on completion of work unless we've agreed otherwise in writing.
Payment methods
We accept payment by:
- Debit card
- Credit card (Visa, Mastercard)
- Bank transfer (for agreed accounts)
Late payment
If payment isn't received when due, we reserve the right to:
- Charge interest at 8% above the Bank of England base rate
- Pass the debt to a collection agency
- Take legal action to recover the amount owed
Materials and ownership
All materials used remain our property until payment is received in full.
Our guarantees
Workmanship guarantee
We guarantee our workmanship for 12 months from completion, unless otherwise stated. If work we've carried out becomes defective within the guarantee period due to our workmanship, we'll repair it at no additional cost.
What's not covered
Our guarantees don't cover:
- Recurring blockages: We can't control what goes down your drains after we've cleared them. Blockages caused by items flushed or disposed of after our work aren't covered.
- Pre-existing conditions: Problems that existed before our work but weren't visible or known at the time.
- Third-party interference: Damage caused by others working on your drainage system after us.
- Normal wear and tear: Gradual deterioration over time.
- Misuse: Damage caused by improper use of the drainage system.
Relining and repairs
Drain relining and repairs carry a 10-year guarantee on materials and workmanship, unless otherwise specified in your quote.
Making a guarantee claim
To make a claim under our guarantee, contact us with:
- Your name and address
- Date of the original work
- Description of the problem
- Your receipt or invoice number
We'll arrange for an engineer to inspect the work and, if covered, carry out repairs.
Limitations of liability
What we're responsible for
We're responsible for:
- Carrying out work with reasonable skill and care
- Using materials of satisfactory quality
- Completing work in a reasonable timeframe
- Any damage caused by our negligence
What we're not responsible for
We're not responsible for:
- Problems with drains or pipes we haven't worked on
- Blockages caused by items disposed of after our work
- Pre-existing damage we couldn't reasonably have detected
- Damage to surfaces when excavation is necessary (though we'll reinstate to a reasonable standard)
- Consequential losses (such as loss of earnings) except where required by law
- Problems caused by third parties
Liability cap
Our total liability for any claim is limited to the greater of:
- The amount you paid for the relevant service, or
- £1,000
This limit doesn't apply to death or personal injury caused by our negligence, or to fraud.
Your statutory rights
Nothing in these terms affects your statutory rights as a consumer under the Consumer Rights Act 2015 or other applicable legislation.
Your responsibilities
When using our services, you agree to:
- Provide accurate information about your property and the problem
- Give our engineers safe access to work areas
- Clear the area around drains and access points where practical
- Inform us of any known hazards (such as asbestos)
- Not flush items that could cause blockages while we're working
- Pay for services as agreed
Shared drains
Some drains are shared with neighbouring properties. If we identify that a problem is in a shared drain:
- We'll explain the situation and your options
- You may need your neighbour's consent before we can carry out certain work
- Costs may need to be shared between properties
- The water company may be responsible for some shared drains (since 2011, most private sewers transferred to water company ownership)
We can help identify who's responsible for a drain and advise on next steps.
Website use
Accuracy of information
We try to keep our website accurate and up to date, but we don't guarantee that all information is complete or error-free. Prices, availability, and service details may change.
Intellectual property
All content on our website (including text, images, logos, and design) is owned by us or our licensors. You may not copy, reproduce, or use this content without our permission, except for personal, non-commercial use.
Links to other websites
Our website may link to third-party websites. We're not responsible for the content or practices of those sites.
Insurance products
If you purchase a drain insurance policy from us, additional terms and conditions apply. These will be provided separately with your policy documentation.
Key points for insurance policies:
- Policies run for 12 months unless cancelled
- Claims are subject to the limits and exclusions in your policy
- You must report claims promptly by calling our claims line
- Excess payments (if applicable) are required at the time of claim
- See your policy documentation for full details
Cancellation rights
Your right to cancel services
For services booked online or by phone, you have the right to cancel within 14 days of booking (the "cooling-off period") under the Consumer Contracts Regulations 2013.
If work has already started with your agreement during the cooling-off period, you'll need to pay for the work completed.
How to cancel
To cancel, contact us clearly stating your wish to cancel:
Phone: 0800 246 5347
Email: info@oneflowdrainage.co.uk
Post: OneFlow Drainage Limited, 18 High Howe Close, Bournemouth, England, BH11 8NW
Changes to these terms
We may update these terms from time to time. Changes will be posted on this page with an updated revision date. Significant changes will be communicated to existing customers.
The terms that apply to your booking are those in force at the time you booked.
Governing law
These terms are governed by English law. Any disputes will be subject to the exclusive jurisdiction of the English courts.
Complaints
If you're unhappy with our services, please see our Complaints Procedure for information on how to raise a complaint and what to expect.
Contact us
If you have any questions about these terms, please contact us:
Phone: 0800 246 5347
Email: info@oneflowdrainage.co.uk
Address: OneFlow Drainage Limited, 18 High Howe Close, Bournemouth, England, BH11 8NW
