Terms & Conditions

Terms and Conditions

1. The remainder of this document sets out the terms and conditions which apply between you (our customer) and us and which will be part of any agreement between us.

2. When you ask us for an estimate or quotation, one of our surveyors will come to your property to carry out a survey. If we cannot survey your property, or do not consider it to be suitable for us to provide the requested products/services, we do not have to provide the survey or any product to you.

3. If we do survey your property and provide you with an estimate (the ‘Estimate’) or quotation (the ‘Quotation’), the Estimate and/or Quotation will be subject to the matters set out in these terms and conditions. The Estimate and/or Quotation will include those products, services and other items or work which our surveyor considers you require based on the survey (together, the ‘Work’) and will generally remain open for 14 days, although we reserve the right to withdraw the Estimate or Quotation at any time. Where applicable, prices are subject to VAT.

4. A contract will only come into being upon our acceptance and confirmation of your agreement to a Quotation. In agreeing (whether expressly or impliedly) to a Quotation, you are:
   i. confirming that you accept and understand these terms and conditions;
   ii. agreeing that information required under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 may be provided via email;
   iii. authorising the Work to be carried out and confirming authority from the property owner where relevant; and
   iv. confirming that all necessary consents and permissions have been obtained.

5. Once you have accepted our Quotation, payment must usually be made in full in cleared funds prior to commencement of the Work unless otherwise agreed. If the Work is cancelled prior to installation, sums paid in advance will be refunded less any costs incurred or Work already completed.

6. We may provide guidance regarding cashback offers, but we are not responsible for the outcome of any application. Failure or delay in receiving cashback does not affect your obligation to pay us in full.

7. We make no guarantee that any government-sponsored grants or payments will be available or of any specific value. You remain fully liable for payment of the Work.

8. Once your order is accepted and any required payment received, we will agree a date for the Work. While we will endeavour to meet agreed dates, we are not liable for delays or resulting losses. Time is not of the essence.

9. If there is a significant delay between acceptance of your order and receipt of payment, the Quotation may be subject to change.

10. You will provide access to enable us to carry out the Work and agree to promptly pay any outstanding balance once completed.

11. Planning permission is usually not required, but you are responsible for checking. We are not liable where required permissions have not been obtained and no refunds will be offered in such cases.

12. You must provide free access to utilities, facilities, storage space and safe access to the Work location. Children and pets must be kept away from the Work area.

13. Any products delivered to site remain our property until paid for. If the contract ends early, unpaid products must be returned. Products must be stored safely and remain identifiable as our property.

14. If unforeseen issues arise (including hazardous materials), we may cancel, suspend or revise the price of the Work. Additional visits or delays outside our control may incur extra charges.

15. We will carry out the Work with reasonable care but are not liable for unavoidable damage to décor or finishes. Making good is limited to basic reinstatement only. Redecoration is not included unless specified. We may notify Building Control or Gas Safe where required.

16. Any manufacturer’s warranty or guarantee is subject to the manufacturer’s terms. Boilers may require annual servicing by a qualified engineer to remain valid. You must retain service records.

17. We may arrange inspections of the Work and you agree to provide reasonable access.

18. We are not liable for defects, damage or loss arising from wear and tear, misuse, third-party actions, inadequate servicing, system design issues, water quality issues, or matters beyond our control. Nothing in these terms limits your statutory consumer rights or our liability for death or personal injury caused by negligence.

19. We may assign or subcontract our obligations without your consent.

20. You may not assign or subcontract your rights or obligations without our prior written consent.

21. We may process your personal information in accordance with data protection legislation for service delivery, compliance, training, fraud prevention and record keeping.

22. Where you provide information about another person, you confirm you have their consent.

23. We may monitor and record communications for quality and compliance purposes.

24. You may request access to or correction of personal data we hold. A small fee may apply.

25. Enquiries and complaints should be made using the contact details in your Quotation. Defects must be reported within 24 hours of discovery.

26. You may cancel services or return products within 14 days in accordance with the Consumer Contracts Regulations. Reasonable costs may apply where Work has commenced with your agreement.

27. We may terminate or suspend services if payment is overdue or if you breach these terms.

28. Termination does not affect accrued rights or obligations.

29. Failure to enforce any right does not constitute a waiver.

30. These terms are governed by the laws of England and Wales (or your country of domicile where applicable).