Frequently Asked Questions

Ordering

  • How do I get a quote?

    The easiest way to obtain a quote is to go to our website. The price of a collection can often change but the price you actually pay will be the price you are quoted when you place the order. You will not get a cheaper price from SepticTanksAndCesspits.com over the phone or by email.

  • Can I place an order to 'empty' the tank?

    Here at SepticTanksAndCesspits.com, we want to make sure you are charged correctly for the work undertaken. However, we also recognise that you may not know the exact volume of your system. For example, if you ordered a collection for 3000 gallons but your septic tank contained 3100 gallons, we would not leave 100 gallons in your system; we would take it all and you would not be subsequently charged for any minor variances, i.e. within +/- 5% of your ordered volume.

    Because you are paying for your collection when you place the order we have to charge you for a specific volume. As we are not allowed to debit additional monies from your card after the initial transaction, it is not possible to have your septic tank or cesspit completely emptied unless you have ordered a volume that matches your septic tank or cesspit capacity.

    Whilst we acknowledge it may not be possible to determine exactly the volume of your septic tank or cesspit we do ask that your order is for a specific volume/gallons rounded to the nearest 1000 gallons - your best estimate of the capacity of your septic tank or cesspit.

  • Why can't I order a collection volume of less than 1000 Gallons?

    Our minimum order is for up to 1000 gallons in order to make the service as cost-effective as possible for both you and us.

  • How do I place an order?

    After you have obtained your quote just follow the simple on-screen steps to place your order online. Please call us on 0800 023 5301 if you need help.

  • How do I order and pay for a collection at another address (e.g. a holiday home)?

    When getting a quote and placing your order, please use the address and postcode for the actual collection address, rather than your normal home address (if they differ). This is very important as the collection price is based on the collection postcode. You will be asked to enter both a collection address and a billing address. For most people these will usually be the same, but when ordering for someone else, or for a holiday home, they are likely to be different. The billing address must always match the credit/debit card used to pay for the order.

  • I have not received an order confirmation email - how can I check my order details?

    An order confirmation email is automatically sent out to the email address you supply. It's always a good idea to start by checking your SPAM folder. Secondly, check on your account details that you entered your email address correctly.

    Please go to your account area to see your order details. To get there simply click the 'My account' link in the SepticTanksAndCesspits.com website's main menu. Each of your most recent orders will be listed. After your order has been processed, you will be able to view the full order confirmation on-screen, and this can easily be printed if required.

    If you do not see any orders listed then it may be that you did not complete the payment process. If you are not sure please contact us by emailing info@septictanksandcesspits.com or call 0800 023 5301 and we will be pleased to assist.

  • What does the price include?

    The price you pay covers both the collection and the disposal of your wastewater. The price allows for a single tanker visit and includes up to one hour on site. Should you require or request more than one tanker visit, i.e. if you request one of our smallest vehicles because of access constraints, then additional charges are likely to be incurred and these will be invoiced separately.

Location and Access

  • I have access problems and want to be present when your tanker arrives, who should I contact?

    No problem. We provide a 'Special Instructions / Driver Information' section on our order form where you can input any specific or important information. If you need to make arrangements to be at home when our vehicle arrives please either phone us on 0800 023 5301 or you can email SepticTanksAndCesspits.com and we will get back to you as soon as we can.

  • I have difficult access; can you send more than one person?

    We do not need to send an additional operative or a drivers mate unless the distance from the access point to the manhole cover is excessive, i.e. over 50 metres of pipe is required. We provide a 'Distance to Access Point' section on our order form for you to indicate whether the distance is suitable for a single operative. Please be aware that you may incur additional charges if we need to provide a second operative. As we are unable to debit additional monies from your card other than the initial transaction amount, any additional charges you incur will be invoiced separately.
    Please use the 'Special Instructions / Driver Information' area on the order form to highlight any details or information that may help us or you feel is important.

  • How far can the septic tank/cesspit be from the tanker?

    If your vehicle access point is further than 70 metres from your septic tank or cesspit manhole cover, please call us on 0800 023 5301 so that we can discuss your special requirements further.

Pricing

  • Why are your prices cheaper when I place an order online than when I order by phone or by email?

    Quite simply because our online ordering process is automated and requires much less human interaction in order to fulfill your order.

    Ordering online also requires immediate online payment. This greatly simplifies our internal invoicing process and removes the need for us to send out paper invoices.

    Online orders also have clear collection timescales which allow us to schedule more effectively than with orders placed by phone or by email.

  • The price you have quoted me is not the cheapest I can find. Why is this?

    Our prices are dependent upon a number of factors. The most important factors being:

    1. The distance to your property from our nearest depot, and
    2. The cost of disposing of your waste at the local water authority sewage treatment facilities.

    Our prices are regularly checked and amended to ensure we are as competitive as possible. We cannot guarantee that our price will always be your cheapest option, however we will always be happy to receive details from our customers about local suppliers and their prices.

  • Why do the prices change?

    Our prices can change for a variety of reasons. Inflation will obviously affect the price, as will the cost of disposing at water authority sewage treatment facilities. Alternatively, we may be running a special offer or have increased our customer base in a particular area which in turn allows us to reduce our price. We strive to ensure that we provide the best service at the cheapest price possible.

  • What are your additional charges?

    Additional charges will always be invoiced separately once agreed by both parties.

    • Demurrage (additional time over and above the initial 1 hour on-site):  £35 per half hour.
    • Aborted Journey Cost: £80 + VAT

     

Payment

  • How do I pay for my waste collection?

    Payment is by credit/debit card only. Our payment services are provided by CashFlows, giving you the highest level of security for your peace of mind. You will be asked to enter your card details during your online order. Payment will be taken from your card when you place your order. Please note that for orders made through the SepticTanksAndCesspits.com website we do not take payment on account, on delivery or by cheque. For details about our alternative payment facilities, please call us on 0800 023 5301.

  • What if my debit/credit card payment is incorrect?

    If an error has occurred please contact us as soon as possible with your order reference number. We will look into it immediately and rectify any error found.

  • When do you actually charge my debit/credit card?

    Payment is taken as soon as you place your order and enter your credit/debit card details in our secure payment gateway.

  • Why have I received an additional invoice?

    You may receive an invoice if there are any additional charges which have been agreed by both parties. Examples of such charges are as follows:

    • Client did not advise at order stage of restricted access;
    • Client did not advise at order stage of the additional distance/heavy manhole covers;
    • Client did not provide access to the site - demurrage* charges to be incurred;
    • Client instructed driver to remove additional waste whilst on site (driver to obtain signature);
    • Abortive transport charge if job could not be undertaken;

     

    We will always attempt to contact you before proceeding with any work that incurs an additional charge.

    Please use the 'Special Instructions / Driver Information' area on the order form to highlight any details or information that may help us or you feel is important.

Refunds and Cancellations

  • I would like to cancel my order. How do I go about this?

    You can cancel your order as long as the collection process has not begun and our vehicle is not en-route or in the process of collecting your wastewater. Please call us immediately on 0800 023 5301 or email info@septictanksandcesspits.com and we will assist you with this. Your money will be refunded to you as soon as the cancellation is processed. This may take up to 5 working days which is the time it takes to go through the banking system. There may be an administration fee upon cancellation if it is at your request and if the collection process has already commenced.

  • I have cancelled my order so why is my payment still shown on my debit/credit card account?

    Once an order has been cancelled the money is automatically refunded back to your card. However, it may take up to 5 working days before this appears on your statement. This is the time it takes to go through the banking system and is beyond our control.

Collection

  • I have difficult access - can you send more than one person?

    We do not need to send an additional operative or a drivers mate unless the distance from the access point to the manhole cover is excessive, i.e. over 50 metres of pipe is required. We provide a 'Distance to Access Point' section on our order form for you to indicate whether the distance is suitable for a single operative.

    Please be aware that you may incur additional charges if we need to provide a second operative. As we are unable to debit additional monies from your card other than the initial transaction amount, any additional charges you incur will be invoiced separately.

    Please use the 'Special Instructions / Driver Information' area on the order form to highlight any details or information that may help us or you feel is important.

  • When will my order be fulfilled?

    Your confirmation email will give you the latest date that your order will be fulfilled. We can arrive at any time up until that date. If your wastewater has not been collected after that date please contact us immediately on 0800 023 5301 and we will be happy to investigate the matter further. If required we will happily reschedule the collection and refund any premiums paid for an express or next-day service.

  • Who will collect my waste?

    More often than not, one of our own 'Cleansing Service Group' tankers will come to collect your waste. However, in certain geographic areas or during times of peak demand for our services, we may call upon one of our accredited and reputable sub-contractors in order to fulfil your order. All sub-contractors we use have been vetted by us to ensure our quality, environmental and safety standards are maintained.

  • Who is responsible for my waste collection?

    We are responsible for your waste collection fulfilment at all times. However, where we need to make use of sub-contractor services, then the sub-contractor will be responsible for the safe and responsible collection of your waste whilst at your property. Should you have any cause for complaint, please contact us immediately on 0800 023 5301 and we will be happy to investigate the matter further.

  • Do I need to be at home when you come to collect?

    No. Most of our customers are happy for us to collect when they are not present. However, there are also circumstances when our customer prefers to be at home when we arrive, e.g. to help us locate a 'hidden' manhole cover.

  • Will you let me know when my wastewater will be collected?

    If you have not requested a call prior to collection then we will turn up without contacting you. If you wish to be present, please type 'PHONE BEFORE DELIVERY' in the box marked 'Special Instructions / Driver Information' when you place your order.

  • Why hasn't my order been collected?

    Your confirmation email will give you the latest date that your order will be fulfilled. We can arrive at any time up until that date. If your wastewater has not been collected after that date please contact us immediately on 0800 023 5301 and we will be happy to investigate the matter further. If required we will happily reschedule the collection and refund any premiums paid for an express or next-day service.

    Exceptional Weather / Environmental Emergency / Force Majeure - IMPORTANT DISCLAIMER:

    On rare occasions, circumstances outside of our control may impact our ability to fulfil your collection order as requested. These circumstances may include but are not limited to

    • Severe weather conditions which affect the road network and/or driving conditions;
    • Environmental emergencies whereby our services are retained by the emergency services or governmental bodies.

  • What time will you arrive to empty my cesspit or septic tank?

    Unless previously agreed, we will arrive to collect your waste-water at any time within our standard operating hours: from 7am to 5pm. 

Website Registration and Login

  • Do I need to register?

    You do not have to register to browse the website or obtain a quote. However, you will be asked to enter a login email address and password when placing your first order. Once you have placed your first order you will have access to your own customer home page providing you with personalised information.

  • Are my personal details secure?

    Absolutely! Customer security is very important to us and we make every effort to ensure our transaction process is safe and that your personal information is secure. We take your privacy seriously and treat all information in accordance with applicable data protection laws in the UK.

  • I've forgotten my password and can't login.

    Make sure you are typing in your details correctly - passwords are case-sensitive. You must also ensure your browser does not have cookies disabled. If you continue to have difficulty simply reset your password.

  • I have a new email address - how do I update my account?

    Click on the 'My Account' link in the SepticTanksAndCesspits.com main menu. If you are prompted to login, enter your login email and password and click the 'Login' button. Once logged in, click the 'My Profile' link to edit your account details. Don't forget to click the 'Save' button after you've made your changes.

  • How do I change my password?

    Login to your account area and click the 'My Profile' link. Enter your new password in both password fields on the form and click the 'Save' button. Your password has now been updated.

Contacting Us

  • UK Spill Association
  • Safe Contractor Approved
  • DNV
  • Driver CPC
  • Chartered Institute of Waste Management
  • Investors in People
  • Cleansing Service Group Logo

© 2019 Cleansing Service Group Ltd. All rights reserved.
Registered in England & Wales no. 530446. Registered office: Chartwell House, 5 Barnes Wallis Road, Segensworth East, Fareham, Hampshire PO15 5TT. VAT number: 369 9227 01.
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