Terms of Service

1. Introduction

These Terms of Service govern the provision of services by My Trusted Builder Ltd(trading as Chiswick Emergency Repairs), company number 15826076(referred to as "we", "us", "our", or "the Company") to clients (referred to as "you", "your", "the Client", or "the Customer").

By requesting a quotation, accepting a proposal, or allowing us to commence work, you agree to be bound by these Terms. Please read them carefully before engaging our services.

2. Scope of Services

These Terms apply to all emergency repair, maintenance, and construction services provided by the Company, including but not limited to:

• Plumbing services and leak repairs
• Electrical installation and repairs
• Drainage and sewer repairs
• Hot water system installation and maintenance
• Roofing and gutter services
• Structural repairs and reinstatement work

The specific scope of work for your project will be detailed in a written quotation or proposal (referred to as the "Quote"). These Terms should be read in conjunction with the Quote, which forms part of the contract between us.

3. Quotations and Estimates

3.1 Site Assessment

We offer a free initial site assessment to inspect the work required and provide an accurate quotation. This assessment does not obligate you to engage our services.

3.2 Quote Validity

All quotations are valid for 30 days from the date of issue, unless otherwise stated. After this period, we reserve the right to revise pricing based on current material and labour costs.

3.3 What Is Included

Our quotations will clearly specify:

• The scope of work to be performed
• Materials to be used (where specified)
• Labour costs
• Expected timeframe for completion
• Any exclusions or items not included

3.4 Exclusions

Unless explicitly stated in the Quote, the following are excluded:

• Work to rectify defects caused by other contractors
• Decoration beyond making good areas directly affected by our work
• Removal of fixtures or fittings not specified in the Quote
• Work required due to unforeseen conditions (see Section 6 on Variations)

4. Payment Terms

4.1 Payment Schedule

Unless otherwise agreed in writing, our standard payment terms are:

• Deposit: A deposit of up to 25% may be required upon acceptance of the Quote, particularly where materials need to be ordered specifically for your project.
• Stage payments: For larger projects, interim payments may be requested at agreed milestones as outlined in the Quote.
• Final payment: The balance is due within 7 days of completion of the work or issuance of the final invoice, whichever is earlier.

4.2 Methods of Payment

We accept payment by bank transfer, cheque, or major credit/debit cards. Details will be provided on your invoice.

4.3 Late Payment

If payment is not received by the due date:

• We reserve the right to charge interest at 8% per annum above the Bank of England base rate.
• We may suspend or delay work until payment is received.
• In cases of prolonged non-payment, we may pursue debt recovery proceedings.

4.4 Ownership of Materials

Materials delivered to site but not yet incorporated into the works remain our property until paid for in full. You agree not to remove or use such materials for any other purpose.

5. Programme and Delays

5.1 Start and Completion Dates

We will endeavour to commence and complete the work within the timeframe indicated in the Quote. However, all dates are estimates and subject to change due to circumstances beyond our reasonable control.

5.2 Factors Affecting Progress

The following may affect the programme and are not the responsibility of the Company:

• Adverse weather conditions (particularly relevant for roofing and external works)
• Delays in obtaining necessary permissions, consents, or approvals from third parties
• Unforeseen site conditions or concealed defects discovered during work
• Delays caused by the Client or other contractors working on the property
• Non-availability of specified materials due to supply chain issues
• Emergency situations requiring immediate attention that take priority

5.3 Client Obligations

To facilitate timely completion, you agree to:

• Provide safe and unobstructed access to the work area
• Make decisions promptly when requested
• Ensure utilities (water, electricity) are available during working hours
• Secure pets and inform us of any hazards on the property

6. Variations (Changes to Scope)

It is common in emergency repair and structural work for additional issues to be discovered once work has commenced (e.g., concealed damage, rot, or non-compliant previous work).

If additional work is required:

• We will inform you as soon as possible and provide a cost estimate for the variation.
• Work on the variation will not commence without your approval (verbal approval is acceptable in emergency situations, but written confirmation is preferred).
• Approved variations will be added to the contract sum and may affect the completion date.
• Any reduction in scope will be agreed in writing and may result in a credit or reduced final account.

7. Guarantee and Workmanship

7.1 Workmanship Guarantee

We guarantee all workmanship for a period of 10 years from the date of completion. This guarantee covers defects arising from faulty workmanship in accordance with industry standards.

7.2 Indemnified Guarantee

Certain works may be covered by an indemnified guarantee backed by an insurance policy. This provides protection in the unlikely event that the Company ceases trading. Details will be provided where applicable.

7.3 What Is Not Covered

The guarantee does not cover:

• Normal wear and tear
• Damage caused by misuse, neglect, or lack of maintenance
• Work carried out by third parties without our approval
• Damage from extreme weather events, flooding, or other force majeure events
• Consequential loss or damage to other parts of the property

7.4 Making a Claim

To make a guarantee claim, contact us at [email protected] or 07458 148224. We will inspect the reported defect within 5 working days and propose a remedy. All guarantee claims must be submitted within the guarantee period.

8. Insurance

The Company holds the following insurance policies:

• Public Liability Insurance: Covering up to £5 million for injury or damage to third parties or their property.
• Employers' Liability Insurance: As required by law for our employees.
• Contractors' All Risks Insurance: Covering works in progress (for larger projects).

Certificates of insurance are available on request. Please note that our insurance does not cover pre-existing defects in the property or work carried out by others.

9. Cancellation by Client

9.1 Cooling-Off Period

Where the contract was signed away from our business premises (e.g., at your home), you have a statutory 14-day cooling-off period under the Consumer Contracts Regulations 2013. You may cancel the contract within this period without penalty by notifying us in writing.

9.2 Cancellation After Cooling-Off Period

After the cooling-off period:

• Before work commences: You may cancel by giving 7 days' written notice. Any deposit paid will be refunded, less reasonable costs incurred (e.g., materials ordered specifically for your project that cannot be returned).
• After work has commenced: You remain liable to pay for all work completed and materials ordered up to the date of cancellation. This may exceed the deposit amount.

9.3 Emergency Services

For emergency callout services where work has been carried out to make the situation safe, cancellation rights do not apply to the work already completed.

10. Limitation of Liability

To the maximum extent permitted by law:

• Our total liability to you, whether in contract, tort (including negligence), or otherwise, shall not exceed the contract value of the works.
• We shall not be liable for any indirect, consequential, or special losses, including loss of profit, loss of opportunity, or loss of use.
• Nothing in these Terms excludes or limits liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.

11. Force Majeure

We shall not be liable for any failure or delay in performing our obligations where such failure or delay is due to circumstances beyond our reasonable control, including but not limited to: acts of God, war, terrorism, civil commotion, fire, flood, epidemic, government restrictions, or strikes affecting our industry.

12. Dispute Resolution

In the event of a dispute:

1. First, contact us directly to discuss the issue. Most disputes can be resolved amicably through discussion.
2. If we cannot resolve the matter, we may agree to appoint an independent expert or mediator to assist.
3. If mediation is unsuccessful, disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

We are members of relevant trade associations and can provide details of alternative dispute resolution schemes if required.

13. Governing Law

These Terms shall be governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction over any dispute arising out of these Terms.

14. Contact Information

For any questions regarding these Terms of Service, please contact us: