Terms of Service · 服務條款

Last updated: 2026-05-09 · Governing law: Hong Kong SAR

These terms apply to drain unblocking and grease-trap maintenance services provided by DrainFix HK (急通渠) in Hong Kong. By booking our service via WhatsApp, phone, the website, or any other channel, you agree to these terms.

Plain English: this is what you get, what you don't, what we're responsible for, what you're responsible for, and how we sort out disagreements.

1. Scope of services

DrainFix HK provides:

Drain unblocking — toilet, kitchen, bathroom, outdoor / light-well / balcony / rooftop, AC condensate
Restaurant grease-trap maintenance (monthly contracts available)
Building common drain mains clearing (under property-manager preferred-vendor agreements)
24-hour emergency dispatch with fixed surcharge HKD 200 (11pm-6am)
Receipt + tax invoice issuance
Photo documentation of work completed

DrainFix HK does NOT provide:

Water plumbing (pipe replacement, fittings, taps, fixture installation) — these require a HK 水喉匠 license; we refer to a licensed plumber
Leak repair or water-damage restoration
Excavation or major demolition
Electrical work
Pest control (even if drain block is causing pest issues)

2. Pricing

Prices are quoted on phone or WhatsApp before dispatch. The quoted price is the final price unless additional work is found and you authorise it in writing (WhatsApp counts as written authorisation).

Standard residential pricing:

Toilet unblock: HKD 350
Kitchen drain (basic): HKD 400 / with grease trap: HKD 500-650
Bathroom drain: HKD 350
Outdoor / light-well drain: from HKD 600
AC condensate drain: HKD 250
After-hours surcharge (11pm-6am): +HKD 200
NT districts surcharge: +HKD 50
Commercial / building common drain mains: HKD 800-3,000 (case-by-case)

If we discover that the actual work required is significantly different from the phone-quoted scope (e.g. you described "toilet block" but it's actually a building-mains issue requiring property-manager involvement), we will: (a) photo the situation, (b) WhatsApp you a revised quote, (c) wait for your written authorisation before proceeding. You may decline; we leave the site without charge in that case (no service-fee for arriving).

3. Payment

Payment is due upon completion of work. Acceptable methods listed at /payment-methods — including FPS, PayMe, AlipayHK, WeChat Pay HK, Octopus, bank transfer, cash.

For B2B clients on monthly contracts: Net 30 from invoice date. Late payments after 30 days incur a 1% per month finance charge until settled, applied to outstanding balance.

We do not accept post-dated cheques. We do not extend credit beyond Net 30 commercial.

4. 7-day re-block guarantee

If the same drain re-blocks within 7 calendar days from the receipt date, DrainFix HK will return to clear it again at no additional charge — no questions asked.

The guarantee does NOT cover:

A different drain in the same premises (this is a new job)
Re-blocks caused by foreign-object insertion after our visit (e.g. customer's toddler drops a toy)
Re-blocks caused by water-pressure changes from building-mains issues outside the cleared section
Re-blocks more than 7 days after the receipt date (chargeable as new work)

The guarantee call-out must be requested via WhatsApp / phone within the 7-day window. Outside that window, our standard pricing applies.

5. Customer responsibilities

You agree to:

Provide accurate address + access details
Be present (or arrange access) at the dispatched time, or notify us if you'll be late — no-shows after 30 min wait incur HKD 200 cancellation
Disclose known issues that may affect drain work (e.g. existing leaks, recent renovation, building age)
Pay the agreed price upon completion
Not misuse our 7-day guarantee (e.g. requesting return for unrelated drain issues)

6. Our liability

DrainFix HK carries:

HKD 5,000,000 public liability insurance — covers accidental damage to your premises caused by our work
Standard HK workmen's compensation insurance

If our work causes damage to your premises, contact us within 7 days with photo documentation. We file a claim with our insurer; resolution typically within 14-30 working days.

Our liability is limited to actual damages caused by our work, capped at the policy limit. We are not liable for:

Pre-existing damage not caused by our work
Indirect or consequential losses (e.g. lost business hours during our visit)
Damage caused by your misuse of cleared drain after we leave
Acts of god (typhoon, flood, etc.) coinciding with our visit

For commercial AP / procurement requirements: certificates of insurance are available on request via WhatsApp. We can name your firm as additional insured for monthly contracts — discuss when signing.

7. Cancellation

You may cancel a booked service:

Before dispatch — free, no questions
After dispatch but before arrival — HKD 100 cancellation fee (covers travel time)
After arrival — full quoted price applies if we waited 15+ min beyond scheduled time

For monthly B2B contracts: 30-day written notice for cancellation. Pro-rata refund of any prepaid amount.

We reserve the right to cancel a booking in extreme circumstances (operator illness, severe weather precluding safe travel, etc.). We notify you immediately and reschedule at no charge.

8. Privacy

Your personal data is handled per our privacy policy, which is HK PDPO-compliant.

9. Reviews + photos

You retain full rights to your own photos and reviews. We may quote anonymous reviews (without name or location) for marketing purposes — if you prefer attribution withheld entirely, tell us when you leave the review.

We may take before/after photos of work performed for our own records and the 7-day guarantee evidence trail. These photos are not published without your consent.

10. Disputes

Disputes are resolved via this escalation path:

Direct WhatsApp — message us with details. We respond within 1 working day. Most disputes resolve here.
Written escalation — email [email protected] with subject "Dispute". We respond in 5 working days.
HK Consumer Council — if not satisfied, file a complaint at consumer.org.hk. We comply with Council mediation.
HK courts — last resort. These terms are governed by HK SAR law; HK courts have exclusive jurisdiction.

For B2B disputes specifically: we prefer arbitration via Hong Kong International Arbitration Centre (HKIAC) before litigation. Specify in your contract if HKIAC arbitration is preferred.

11. Force majeure

We are not liable for failures caused by events beyond reasonable control: typhoon T8+, black rainstorm, government-issued evacuation orders, public health emergencies, infrastructure outages, or acts of god. We notify you ASAP and reschedule when conditions allow.

12. Changes to these terms

We may update these terms; the "Last updated" date at top reflects the most recent change. Material changes (new charges, scope changes) will be flagged on the homepage for 14+ days before taking effect for existing customers.

13. Severability

If any clause of these terms is unenforceable under HK law, the remaining clauses remain in effect.

14. Contact

Business registration #: available on request for B2B contracts.