Terms of Engagement (Surface Water)
The purpose of this Contract is to engage Portrait Group Limited to provide professional services to the Client to challenge their surface water charges. This No Win No Fee Contract (“Contract”) is entered into between Portrait Group Ltd and the relevant company (“Client”).
2. Scope of Services
Portrait will:
Assess your property for potential overcharges using mapping data, site surveys, and applicable water provider methodologies.
Prepare and submit any required documentation to the relevant water provider or retailer.
Act as your primary point of contact throughout the process, handling all communications.
Keep you advised and updated throughout the engagement.
3. Fee Structure & Success Commission
No upfront costs – if we do not secure a refund or reduction, you pay nothing.
If successful, a single success commission is charged based on your length of occupancy:
| Occupancy Duration | Commission Rate |
|---|---|
| Less than 3 years | 50 % of the total backdated refund |
| 3 years or more | 30 % of the total backdated refund |
4. Payment Terms
Invoices are issued once the refund or credit is confirmed by your water provider.
Payment is due within 7 calendar days of you receiving the benefit (i.e. refund or credit).
5. Information Requirements
To begin work, the following must be submitted within 28 days of engagement:
A copy of your current water bill
Signed authorisation (via upload, email or web form)
Failure to provide this may result in a £200 + VAT administration charge to cover initial work already undertaken.
6. Cancellation Terms
You may cancel at any time. However, if cancellation occurs after work has commenced, the following fees may apply:
Admin Fee: £300 + VAT
Site Survey Fee (if conducted): £275
Application Submission Fee (if submitted): £250
If a refund or reduction has already been achieved at the time of cancellation, the full success fee (per Clause 3) will still be payable.
7. Non-Communication Clause
If we do not receive a response from you within 60 days, we will issue a 14-day notice. If still no response is received, we may cancel the agreement and apply the above cancellation charges.
8. Post-Termination Entitlement
If a benefit (refund, saving or discount) is awarded after termination and arises from Portrait’s prior work, you agree to pay the full success commission as if the agreement had remained active.
9. Confidentiality & Data Protection
All client data is handled in accordance with the UK GDPR. For more information, see our Privacy Policy at www.portrait.org.uk/privacy.
10. Governing Law & Jurisdiction
This agreement is governed by the laws of the United Kingdom, and all disputes will be subject to the jurisdiction of UK courts.
11. Entire Agreement & Acknowledgement
This Contract represents the entire agreement between the client and Portrait Group Limited and supersedes any prior discussions or agreements, whether written or oral. By signing or proceeding with our service (via authorisation form, email, or uploading your bill), both parties acknowledge and agree to be bound by these terms.
Portrait Group Limited will engage with the relevant water supplier or retailer on your behalf through written correspondence, email, or telephone (collectively referred to as “Communication”) for the purpose of securing any refund, reduction, saving or other financial benefit (“Benefit”) to which you may be entitled.
Portrait shall be entitled to full commission in accordance with this agreement, regardless of whether the water supplier subsequently engages with you directly, as long as the Benefit awarded can be reasonably traced to our prior Communication.
This includes (but is not limited to) situations where:
Portrait identifies and informs you of your eligibility for a Benefit through its investigations; or
The water supplier/retailer, following Portrait’s notification or enquiry, initiates direct contact with you and applies the Benefit based on that earlier engagement.
Ethical Statement:
At Portrait, we are committed to maintaining the highest standards of professionalism, integrity, and ethical conduct in everything we do. We believe that our customers deserve the very best service, and we are dedicated to ensuring that our actions consistently align with this principle.
Our Commitment to You:
1. Maximising Value and Savings:
We will leverage our expertise, industry knowledge, and resources to identify and secure the maximum possible savings for your business. Throughout our engagement, we will leave no stone unturned in our pursuit of delivering value.
2. Transparent Communication:
We pledge to communicate with you openly, clearly, and honestly. We will keep you informed at every stage of the process, ensuring that you fully understand our approach and the progress we are making on your behalf.
3. Thorough and Diligent Effort:
We take our responsibility to you seriously. Our team will dedicate itself to conducting a comprehensive review of your water supply and related matters, using best practices and innovative strategies to achieve the best outcomes.
4. Continuous Improvement:
We are committed to ongoing learning and improvement, ensuring that we remain at the forefront of industry developments. This dedication allows us to provide you with the most effective solutions and adapt our approach to meet your evolving needs.
5. Customer-Centric Approach:
Your satisfaction is our priority. We will always act in your best interests, treating your business with the same care and diligence as we would our own.
Our Promise:
We promise to act as a trusted partner, working tirelessly to achieve your goals and deliver results that exceed your expectations. We are driven by a genuine passion for helping businesses succeed and are proud to be a part of your journey toward greater financial efficiency.