FULL TERMS &; CONDITIONS
Southern Plumbing Drainage & Water UK Ltd – Warranty Protection Agreement
Last updated: July 2025
1. Introduction
This agreement sets out the terms under which Southern Plumbing Drainage & Water UK Ltd (“we”, “us”,
“our”) will provide home plumbing and drainage warranty protection to the named customer (“you”, “your”)
at the property listed in your confirmation document.
This agreement is not a service contract or insurance policy. It entitles you to request assistance with
qualifying issues, subject to the warranty terms and claim limits outlined below.
2. Definitions
Agreement – Your fixed-term plumbing and drainage warranty plan
Claim – A request for support under the terms of this agreement
Claim Limit – £1,000 per claim and £2,000 per agreement period
Home – Your main UK residence (not commercial or rented property)
Start Date – The date your agreement begins (stated on confirmation)
Waiting Period – The first 28 days from your start date (no claims allowed)
Period of Cover – 1 month, 3 months or 12 months depending on your plan
Support Contact – Phone: 02045 113755 | Email: info@southernplumbinganddrainage.co.uk
3. What’s Covered
You may submit a claim if a qualifying plumbing or drainage emergency occurs at your property after the
waiting period. Covered issues include:
Burst or leaking internal water pipes
Faulty internal drainage systems
Central heating pipe leaks (not boilers or controls)
External water supply pipe leaks (if legally your responsibility)
You may make multiple claims during your agreement, up to your £2,000 annual total. Each approved claim
has a £1,000 maximum. No excess is charged.
4. What’s Not Covered
The following are excluded from warranty protection:
General maintenance or wear and tear
Known issues or pre-existing faults
Damage from misuse or neglect
Leaks from appliances (e.g. washing machine overflow)
Guttering, fall pipes, or drainage pumps
Cosmetic damage (e.g. cracked cisterns or scratched fixtures)
Outbuildings or properties not permanently occupied by you
Claims made during the 28-day waiting period
Any work outside the legal boundary of your home
External drain inspections, CCTV surveys or drain relining
Any commercial or rental property
Work previously attempted by non-approved individuals
If you are unsure whether an issue qualifies, contact us before taking action.
5. Making a Claim
To submit a claim, contact us using the support line or email. You must:
Ensure your plan payments are up to date
Describe the issue clearly
Allow us to assess and determine eligibility under your plan terms
Not instruct third parties without our prior agreement
We reserve the right to decline any claim not made in accordance with this agreement.
6. Replacement Parts or Repairs
Where a claim is approved, we may arrange for replacement parts or repairs under warranty terms. We may
use alternative parts to those originally installed. We are not responsible for delays caused by supplier
shortages or part availability.
No obligation exists to match previous designs or finishes.
7. Limitations of Warranty
We do not guarantee:
Emergency attendance within a fixed timeframe
That all faults can be repaired
Replacement of bespoke, obsolete, or cosmetic parts
If a full repair is not possible, a temporary fix may be offered.
8. Payment Terms & Renewals
Your agreement is valid upon receipt of the first payment and renews automatically unless cancelled in
writing before the renewal date.
You are responsible for keeping payment details up to date. Failure to pay cancels the agreement
immediately.
9. Cancelling Your Agreement
You may cancel within 14 days of purchase for a full refund, provided no claim has been made. After this
period, no refund is due.
We may cancel your agreement with 14 days’ notice if:
You breach any agreement terms
You act fraudulently or make dishonest claims
Payments are missed
You are abusive or threatening to staff
10. Your Responsibilities
You agree to:
Take reasonable care of your home’s plumbing and drainage
Provide honest and accurate information when contacting us
Allow reasonable access to your home if needed
Notify us promptly of any claim-related issue
11. Complaints
If you are unhappy with any part of this agreement or service provided, contact us:
Southern Plumbing Drainage & Water UK Ltd
18 Sychem Place, Five Oak Green, Tonbridge, TN12 6TR
Email: info@southernplumbinganddrainage.co.uk
Phone: 02045 113755
If unresolved, you may contact the Financial Ombudsman Service:
Website: www.financial-ombudsman.org.uk
Phone: 0800 023 4567
12. Data Protection
Your personal data is processed in accordance with our Privacy Policy and the UK GDPR. To access or
update your data, email: info@southernplumbinganddrainage.co.uk
13. Applicable Law
This agreement is governed by the laws of England, Scotland, and Wales. All disputes will be handled in the
relevant UK courts.