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Terms and consumer information

Last updated: 14 September 2026

Before a contract is agreed

We will provide a written quotation or contract setting out the work, materials, total price or how it will be calculated, any VAT position stated on the quotation, payment stages, likely start and completion arrangements, access requirements, waste arrangements, and material exclusions. A quotation is not binding until accepted and confirmed by us in writing. Any survey assumptions or provisional sums will be identified.

Consumer cancellation rights

If a consumer contract is agreed at your home, online, by telephone or away from our business premises, you will normally have 14 days from the day after the contract is made to cancel without giving a reason. We will provide the legally required cancellation information and model form in a durable medium when the contract is made. You may use our cancellation form, but any clear cancellation statement is sufficient.

If you expressly ask us to begin during the cancellation period, you may have to pay a reasonable amount for work supplied before cancellation. If the service is fully performed during that period after your express request and acknowledgement, the right to cancel may be lost. Genuine emergency repair work specifically requested by you may be exempt only to the extent necessary for that emergency; additional work remains subject to the usual rules.

Performance and changes

Services will be carried out with reasonable care and skill, within a reasonable time where no binding date is agreed, and for the agreed or otherwise reasonable price. Changes must be agreed in writing, including price and timing effects. We are not responsible for delay caused by unsafe conditions, severe weather, hidden defects, supply disruption or events outside reasonable control, but will communicate material delay and rearrange fairly.

Payment, title and late payment

Payment dates and methods will be shown in the written quotation. We do not demand cash-only payment or undisclosed charges. Materials remain ours until paid for where the law permits, but risk and consumer rights are unaffected. Any deposit and staged payments must be proportionate to the contract and work completed. We will not impose a disproportionate cancellation or default charge.

Materials, workmanship and guarantees

Materials will match their description and be of satisfactory quality. Any workmanship guarantee and manufacturer warranty will be stated in writing with its duration, coverage, exclusions and claim process. A commercial guarantee is additional to, and never replaces or limits, your statutory rights.

Inspection, permissions and waste

You must disclose known hazards and provide agreed access. Responsibility for planning permission, building regulations, party-wall matters, listed-building consent and other approvals will be allocated in the quotation. Waste will be handled in accordance with applicable duties; ask to see carrier details where relevant.

Problems and liability

Tell us promptly about a concern and allow a reasonable opportunity to inspect and, where appropriate, repeat or remedy the service. Nothing in these terms excludes liability that cannot lawfully be excluded, including liability for death or personal injury caused by negligence, fraud, or your statutory consumer rights.

Complaints and law

See our complaints procedure. These terms are governed by the law of England and Wales. Consumers may bring proceedings in the courts applicable to where they live. We do not currently commit to using a particular alternative dispute resolution body unless one is identified to you in writing.