Terms of Service

Last updated: October 2026

These terms apply to the leak detection services provided by Devon Leak Detection (“we”, “us”, “our”) to you, the customer. By booking an appointment with us you agree to the terms set out below. We aim to keep them plain and fair, and we are always happy to talk anything through before you book.

1. Our services

We specialise in non-invasive leak detection and tracing. Our work covers locating and pinpointing leaks using methods such as acoustic listening, tracer gas, thermal imaging and moisture mapping, and providing a written report on our findings where one is requested.

We are leak detection specialists, not a general plumbing or building firm. Our role is to find and trace the source of a leak. We do not carry out plumbing repairs, reinstatement or building works as part of a standard detection visit. Where a repair is needed, we will explain what we have found so that you or your chosen tradesperson can put it right.

2. Quotes and pricing

We provide a no-obligation quote before any work begins, so you know what to expect. The quote is based on the information you give us about the property and the suspected leak. It covers that one leak, and any further leaks are quoted and charged separately (see section 6).

If the scope of the work changes once we are on site, for example if the property is larger than described or the investigation turns out to be more involved than first thought, the final cost may differ from the original quote. If that happens, we will talk it through with you before carrying on, so there are no surprises.

3. Appointments and access

We offer same-week appointments wherever we can. We will agree a date and an arrival window with you in advance.

To carry out the work, we need safe and reasonable access to the property and to the areas we need to investigate. Please make sure that someone aged 18 or over is present, that the relevant rooms and external areas can be reached, and that any pets are kept safely away from our work area. If we cannot gain safe access on the agreed date, we may need to rearrange the visit.

4. Reports

Where applicable, we can provide a trace and access report suitable for submission to a home insurer. The report sets out what we investigated, the methods we used and our findings.

While our reports are prepared to a standard recognised by insurers, we cannot guarantee that any particular insurer will accept a claim or make a payment. Decisions on a claim rest entirely with your insurer and depend on the terms of your policy. Our report is a record of our professional findings, not a promise of any outcome with your insurer.

5. The limits of non-invasive detection

Non-invasive leak detection has practical limits. The methods we use are designed to locate leaks with as little disruption as possible, but no detection method is guaranteed to find a leak on the first visit.

Some leaks are intermittent, very small, or hidden behind structures that make them difficult to pinpoint without further investigation. We will always be honest about what we have found and about any recommended next steps. If a further visit or additional investigation is needed, we will discuss this with you.

6. Your booking covers one leak

When you book us, we come out to find the leak you have told us about. That is what your booking and your quote cover: one leak, traced to its source.

Once that leak has been found, the job you booked is complete. Leak detection looks for a specific problem. It is not a survey of every pipe in the property, so we cannot promise there are no other leaks.

Sometimes another leak comes to light, during the visit or afterwards. It may have been masked by the first one, or it may be on a different part of the system. Any further leak is a separate job and is charged separately. We will explain what we have found and give you a quote before any further work, so nothing is added to your bill without your agreement.

If you already think there may be more than one leak, please tell us when you book. We can then quote for everything you would like us to look at and allow the right amount of time on the day.

7. Our responsibility to you

We will carry out our work with reasonable skill and care, using appropriate equipment and methods for the job.

Nothing in these terms limits or excludes any liability that cannot be limited or excluded by law, including liability for death or personal injury caused by our negligence, or for fraud. Subject to that, our responsibility is limited to carrying out the leak detection service we have agreed with reasonable skill and care.

8. Payment

Payment is due for the work we have carried out, in line with the agreed quote, on completion of the visit unless we have arranged something different with you in writing. Where a report is included, it will be issued once payment for the visit has been received. We will always make our payment terms clear to you before the appointment.

9. Insurance claims

We do not work through insurance companies or wait for an insurer to pay us. You pay us directly for the work, in line with section 8, and then claim the cost back from your insurer. Once payment has been received, we will give you our invoice and, where one is included, your report to support your claim.

Your claim is between you and your insurer, and what you owe us does not depend on whether, or when, your insurer pays.

If you would like us to invoice your insurer and wait for them to pay us instead, this must be agreed with us in writing before the visit. Where we agree to it, the final price is increased by 80% to cover the time we wait to be paid, and we will confirm that price in writing before any work starts. You remain responsible for any amount your insurer does not pay.

10. Governing law

These terms and any work we carry out for you are governed by the law of England and Wales, and any disputes will be subject to the courts of England and Wales.

11. Getting in touch

If you have any questions about these terms or about a booking, please get in touch. Call us on 07897 027775 or email hello@devonleakdetection.co.uk. We are happy to help.