Terms and Conditions

In these Terms and Conditions Control Flow Technologies Limited (a company registered in England & Wales with company registration number 1257491) are referred to as “us”, or “we”, the person ordering the product from us being the customer is referred to as “you”. The “Product” means the Control Flow energy and water saving device we will supply and install at your property.

These terms apply only if you are buying services on our website as a consumer only and set out the terms upon which we will contract with you. You agree to be legally bound by this contract.

  1. These terms may have changed since you last reviewed them.
    For a list of changes and when they are made see the end of this document.

  2. Where to find information about us and our products.
    You can find everything you need to know about us, Control Flow Technologies Limited, and our product on our website www.controlflow.co.uk before you order. We also confirm the key information to you in writing after you order by email.

  3. When you buy from us you are agreeing that we only accept orders when we’ve checked the order.
    You’ll receive an email to confirm that we’ve received your order and confirmation of the date of installation of the Product.

  4. Sometimes we reject orders.
    Sometimes we reject orders, for example, because a product is unexpectedly out of stock. When this happens, we’ll let you know as soon as possible and refund any sums you have paid.

  5. We pass on increases in VAT
    If the rate of VAT changes between your order date and the date we provide the service, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in rate of VAT takes effect.

  6. Delivery and Inspection of Site
    1. You agree to have someone present at the property on the date agreed for installation of the Product.
    2. If, upon physical inspection of the site, it is determined that it is not possible to install the Product then we’ll inform you of why the installation can’t go ahead and discuss alternative options if any are available. If no alternatives can be offered, we’ll give you a full refund. No damages or expenses of any kind shall be payable to you beyond the refund of money already paid.
    3. You acknowledge that we are not liable for any loss or damage caused by any pre-existing leaks and/or damage that we may discover during our initial inspection of your property, and we will not be responsible or liable for any damage to your property if whilst carrying out the works we identify any wider issues with your water or waste system. Any rectification works that are required as a result of these wider issues will be your responsibility.

  7. Carry out installation work
    1. You’ll need to provide free access to and from the installation property (both internal and external access will likely be required) on the agreed dates so that we can deliver and install the Product.
    2. It’s your responsibility to secure any permissions, licences or permits that may be required to authorise the work e.g landlord consent or freeholder agreement.
    3. We’ll take pictures of the installed Product for our auditing purposes and our own records. We may attend your premises with other people including managers, supervisors, trainees or apprentices. From time to time, we may use pictures of the installed equipment for marketing purposes.
    4. Upon completion of all physical works at the property, you (or your representative) may inspect the work before we depart. Once we’re satisfied that the work is complete and you have been given the opportunity to inspect, then all works required to fulfil this contract are deemed to be complete.
    5. Customer must have Control Flow product installed, they can not have leak fix only as part of the Home Save Service.
    6. Meter Save device installation is subject to the customers water company approval which will be sought by Control Flow (or any other group company as may be appointed to seek approval from time to time).

  8. We’re not responsible for delays outside our control
    If we’re unable to install the energy and water savings product on the confirmed date by an event outside our control such as bad weather, fires, strikes, illness, lockouts, terrorism, war and a pandemic, we’ll contact you as soon as possible to let you know and do what we can to - provide another date for installation. As long as we do this, we won’t compensate you for the delay, but you can contact our Customer Services Team at info@controlflow.co.uk to end the contract and receive a refund less reasonable costs we have already incurred.

  9. We charge you if you don’t provide us access on the date that has been agreed with us.
    1. You must provide us access on the date that has been agreed with us. If you don’t provide us with access, you must contact us within two (2) weeks of the original date of installation to rearrange a suitable date. If you don’t contact us, you’ll receive a refund less reasonable costs we have already incurred.

  10. If you bought online you have a legal right to change your mind.
    1. Your legal right to change your mind. You have a legal right to change your mind about your purchase and receive a refund for you what you have paid for it. This is subject to some conditions which are set out below.
    2. Our goodwill guarantee. In addition we offer our UK customers a goodwill guarantee for our Product bought online which is more generous that your legal rights in the ways set out below. The goodwill guarantee does not affect your legal rights if there is something wrong with your product.

      Your Legal Rights
      14 days to change your mind for online sales
      You pay cost of return

      How our goodwill guarantee is more generous
      12 months to change your mind for online sales
      We will uninstall and collect the product

    3. The deadline for changing your mind. If you change your mind about installation of the Product, you must let us know no later than 12 months after the date on which the Product has been installed.
    4. How to let us know. To let us know you want to change your mind, email us using the email address found here info@controlflow.co.uk
    5. When and how we refund you. We’ll refund you as soon as possible and within 14 days of you receiving the Product back from you. We refund you by the method you used for payment. Refunds usually arrive in your account within 14 days, though this may vary from time to time. We don’t charge a fee for the refund.

  11. You have rights if there is something wrong with the installation of the Product.
    If you think there is something wrong with the Product, you must contact our Customer Service Team by email at info@controlflow.co.uk. We honour our legal duty to you provide you with the Product that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. For detailed information please visit the Citizens advice website www.citizensadvice.org.uk

    Legal Rights
    The Consumer Rights Act 2015 says:
    You can ask us to repeat or fix a service if it's not carried out with reasonable care and skill, or get some money back if we can't fix it.
    If a price hasn't been agreed upfront, what you're asked to pay must be reasonable.
    If a time hasn't been agreed upfront, it must be carried out within a reasonable time.

  12. We can change the Product and these terms
    1. Changes we can always make. We can change the product ordered to make minor technical adjustments and improvements, for example to improve the efficiency of the product. These are changes that don’t affect your use of the product or its installation.
    2. Changes we can only make if we give you notice and an option to termination. We can also make the following types of changes to the services but if we do so we’ll notify you and you can then contact our Customer Service Team at info@controlflow.co.uk to end the contract before the change takes effect and receive a refund for you’ve paid in advance but not received:
      1. Rescheduling the date of installation

  13. We can suspend supply (and you have rights if we do)
    1. We can suspend a supply of a product. We do this to:
      1. Deal with technical problems or make minor technical changes
      2. Make changes to the product

    2. We’ll let you know, may adjust the price and may allow you to terminate. We’ll contact you in advance to tell you we’re suspending supply, unless the problem is urgent or an emergency. If we suspend supply, or tell you we’re going to suspend supply for more than 3 months you can contact our Customer Services Team by email at info@controlflow.co.uk to end the contract and we’ll refund any sums you’ve paid in advance for the products and services you won’t receive.

  14. We can withdraw our product and its installation
    We can stop providing the Product and its installation. We’ll let you know 5 days in advance and we’ll refund any sums you have paid in advance.

  15. We can end our contract with you
    We can end our contract with you and claim any compensation due to us if
    1. you don't provide us with the access that we need to your property to install the Product; or
    2. you don’t make any payment to us when it’s due and you still don’t make payment within 7 days of our reminding you that payment is due.

  16. We don’t compensate for all losses caused by us breaking this contract.
    We're responsible for losses you suffer caused by us breaking this contract unless the loss is:
    1. Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
    2. Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We're not responsible for delays outside our control.
    3. Avoidable. Something you could have avoided by taking reasonable action.
    4. A business loss. Our liability for any loss you suffer in connection with your trade, business, craft or profession is limited, as described in Terms & Conditions.

  17. We use your personal data as set out in our Privacy Notice
    How we use any personal data you give us is set out in our Privacy Notice which is available on our website: Control Flow Technologies Limited Privacy Policy

  18. You have several options for resolving a dispute with us.
    Our complaints policy.
    Our Customer Service Team: complaints@controlflow.co.uk will do their best to resolve any problems you have with us or our products as per our Complaints policy, which is available on our website www.controlflow.co.uk
    1. You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also
      bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

  19. Other important terms apply to our contract
    1. We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We'll contact you to let you know if we plan to do this. If you're unhappy with the transfer you can contact our Customer Service Team by email: info@controlflow.co.uk to end the contract within 14 days of us telling you about it and we will refund you any payments you've made in advance for products not provided.
    2. Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it. 
    3. If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
    4. Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.

  20. Warranty
    1. We warrant that the Product be free from defects in workmanship and materials, under normal operation in a residential setting and conditions, for a period of 5 years from the original install or invoice date. We may, at our option during the warranty period, either to repair any defect in materials or correct any function, or to replace the Product with one of equal value and performance without charge (excluding fees, if any, incurred by us relating to installation, shipping, handling, packing, return postage, and insurance which fees will be met by you). Such repairs or replacement are subject to verification of the defect or malfunction of the Product and proof of purchase by you confirmed by showing the invoice number or address where the Product was installed, along with the installation date.
    2. We’ll not be liable to you, whether under this contract or otherwise (and whether to carry out any repairs or otherwise) where any defect or malfunctions arises as a result of:
      1. Any deliberate damage or vandalism;
      2. Damage caused by circumstances outside our control.
    3. You must notify us of any claim under this warranty as soon as reasonably possible once you become aware of the defect or malfunction of the Product. You can contact our Customer Services Team: info@controlflow.co.uk
    4. If we re-attend at your request but no defect or malfunction is found or the defect or malfunction relates to something we’re not responsible for then we reserve the right to make reasonable charges to recover our costs for such attendance.

  21. Service Information
    1. You acknowledge that you are happy for us to collect your address details, water meter information while at your property and from your freshwater supplier, including: (Meter Serial Number, Meter Reads; past, present, and future) and obtain your gas and electricity meter information while at your property and from your energy providers, including: (Meter Serial Number, Meter Reads; past, present, and future).
    2. Where you have a Product installed on your external water meter, you confirm that you are happy for us to share your address details and water meter information that we obtain while at your property with your freshwater supplier, including: (Meter Serial Number, Meter Reads).
  • Crawley Council

    Crawley Council

    Reduction in water consumptions of up to 73 litres per day or PCC of 23% equating to water and energy bill savings of up to £380 a year based on metered data as part of water neutrality project.

  • Stonewater Council

    Stonewater Council

    Reduction in water consumption of 78 litres per day and a PCC reduction of 33.4 litres per person as part of nutrient neutrality project.

  • Natural England

    Natural England

    England have confirmed an average saving of 27 litres per person per property for every Control Flow installed.

  • UK Water Companies

    UK Water Companies

    7 of the UK water companies partner with us to install Control Flow products, with measured water savings of 75 litres per household per day.