Legal
Terms & Conditions
Clear terms for quotations, trenchless water supply work and related services.
Last updated: 18 August 2026
Please read these terms together with your quotation. Together they form the agreement for the work.
CONTENTS
01
Contract and scope
02
Customer responsibilities
03
Price, payment and charges
04
Dates, access and delays
05
Customer Cancellation rights
06
Moling and ground conditions
07
Water supply and pressure
08
Reinstatement, completion
and defects
09
Liability's , subcontractors
and data
10
Complaints and governing law
01
Contract and scope
These terms apply to quotations, surveys and work supplied under the Hello Mole® brand. The legal entity named on your quotation or invoice is the contracting party. A contract is formed when you accept our quotation in writing, pay any stated deposit or instruct us to begin. The quotation, these terms and approved written changes form the agreement. A quotation is valid for 30 days unless it states otherwise. We will provide the service with reasonable care and skill.
02
Customer responsibilities
You must have authority to instruct the work and obtain any required permission from an owner, landlord freeholder, neighbour, managing agent or water company. You must provide safe and timely access, agreed parking, access to the meter, stop tap and internal connection point, and a reasonably clear work area. Tell us about known pipes, cables, drains, shared supplies, asbestos, contamination, restrictions and previous work. We may rely on information you provide while remaining responsible for using reasonable care and skill.
03
Price, payment and charges
The quotation will state the price and whether VAT is applicable. Deposits, staged payments or material charges apply only where stated. Unless agreed otherwise, the final invoice is payable within 30 days of completion and receipt. For business customers, statutory interest and recovery costs may apply to late commercial payments. If you request a change, or hidden conditions make the original scope unsuitable. we will explain the options and obtain approval before charging for additional work, except for reasonable action immediately needed to prevent danger or property damage.
04
Dates, access and delays
Start and completion dates are estimates unless expressly agreed as fixed. We will keep you informed about material delays caused by weather, unsafe conditions, ground conditions, lack of access, permissions water-company attendance, unailable materials, plant failure or another event outside our reasonable control. We will take reasonable steps to reduce delay. An abortive visit caused by missing access or information may result in a reasonable charge if explained to you.
05
Consumer cancellation rights
If you are a consumer and the contract is agreed online, by phone, email or away from our business premises, you will normally have 14 days from the day after the contract is made to cancel by a clear statement, including by email. If you ask us in writing to start during that period, you must pay a proportionate amount for work supplied before cancellation. If the service is fully completed following your express request and acknowledgement, the cancellation right may end. Outside the statutory period, any cancellation charge will be limited to reasonable direct loss actually incurred, after taking account of costs saved and steps we can take to reduce loss
06
Moling and ground conditions
Trenchless work is not excavation-free. Launch and reception excavations are normally required and extra excavations may become necessary. A mole may encounter hard ground, roots, foundations, buried objects, voids or utility services, and its route can be affected by ground conditions. We will use reasonable care. available service information and appropriate working methods, but cannot guarantee the position of an unmapped, incorrectly mapped or not reasonably discoverable service. This does not reduce our duty to
use reasonable care and skill
07
Water supply and pressure
Unless the quotation states otherwise, our work is limited to the customer's side of the supply. Water-company meters, boundary assets, network pressure, approvals, attendance and timing are outside our control.
Pressure and flow may also be affected by internal plumbing, valves, appliances and shared supplies.
We do not guarantee a particular improvement unless expressly stated in writing. We will test the installed section included in our scope.
08
Reinstatement, completion and defects
We will reinstate only the areas and surfaces described in the quotation. We will take reasonable care, but an exact match in colour, age, texture, pattern or weathering cannot be guaranteed where materials are old, faded or discontinued. Work is complete when the quoted installation has been carried out, tested where applicable and the agreed reinstatement completed. Tell us promptly about an apparent problem and allow us a reasonable opportunity to inspect and, where responsible, put it right. Your statutory rights are unaffected and any written guarantee is additional to them.
09
Liability, subcontractors and data
Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any right the law does not allow us to exclude. We are responsible for reasonably foreseeable loss caused by our breach or failure to use reasonable care and skill. We are not responsible for loss caused by inaccurate customer instructions, pre-existing defects, third-party work or hidden matters not reasonably discoverable where we used reasonable care. We may use suitably skilled employees and specialist subcontractors and remain responsible for contracted work. Site images may be used for surveys and records; identifiable marketing images require permission. Personal information is handled under our Privacy Policy.
10
Complaints and governing law
If you have a concern, contact info@hellomole.com or 07572 775380 and give us a reasonable opportunity to investigate and propose a remedy. Nothing prevents either party using an available dispute-resolution or court process. These terms are governed by the law of England and Wales. A consumer may use any mandatory rights or courts available where they live. If one provision is unenforceable, the remaining
provisions continue
Questions about your data? info@hellomole.com 07572 775380
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