Service terms & cancellations

The agreement for your work

A roofing contract is formed when we and you confirm acceptance of a written quotation and its specification. The accepted documents identify the contracting business, customer, property, work, price, applicable taxes and any agreed programme. These service terms apply where incorporated into that agreement. If a particular written term differs, it must be expressly agreed and lawful. An online enquiry alone does not create a contract. Your statutory rights remain unaffected.

Quotations and scope

A quotation covers the work and assumptions it states and is valid for the period shown. Unless expressly stated, it does not include unrelated repairs, concealed defects, structural alterations, asbestos removal, appliance work or additional work requested later. We explain relevant exclusions rather than relying on an undisclosed assumption. If the information available is insufficient for a fixed quotation, we identify whether a figure is an estimate and explain how the final price will be determined. No additional charge is imposed without a proper contractual or legal basis.

Access, permissions and preparation

You must provide agreed access and tell us about known hazards, services, restrictions, listed status and relevant property information. The agreement should identify responsibility for permissions and building control requirements; that allocation does not remove any duty the law places on either party. Work cannot proceed where necessary permission or safe access is missing. We agree reasonable arrangements for scaffolding, protection and materials. Keep children and visitors clear of the work area and follow reasonable safety instructions.

Workmanship, materials and timing

We perform agreed services with reasonable care and skill and supply materials in accordance with the agreed description and applicable law. Where no time is fixed, work must be completed within a reasonable time. Roof work is affected by safe weather and access conditions, and we keep you informed of material delays. A change of material or specification requires agreement unless an equivalent change is already clearly permitted by the contract and fair in the circumstances. Any guarantee is supplied in writing with its scope, duration and conditions and is additional to statutory rights.

Concealed defects and changes

Opening a roof may reveal defects that were not reasonably apparent during the assessment. We explain the findings, proposed additional work, price and effect on timing before proceeding. Changes requested by either party are recorded in writing. If immediate action is reasonably necessary to make a danger safe, we take proportionate steps and explain them as soon as possible; that does not authorise unlimited additional work or costs.

Payment and completion

The accepted quotation sets out any deposit, stage payments and final balance. We do not invent a payment schedule after acceptance. Invoices show the amount due, what it relates to and the due date. Tell us promptly about a disputed amount so that it can be investigated. Any suspension for non-payment must be lawful, proportionate and preceded by reasonable notice, taking account of genuine disputes and safety. On completion we explain relevant maintenance, outstanding items and any agreed documentation.

Your cancellation rights

Where a consumer service contract is made at a distance or away from business premises and the statutory cancellation rules apply, you normally have 14 days beginning the day after the contract is made to cancel without giving a reason. We provide the required pre-contract information and a cancellation method. You can cancel by a clear statement using the contact details in your quotation; you do not have to use a particular form. If required cancellation information was not supplied, the statutory period may be extended. Any refund due is made within the applicable legal period, normally within 14 days of being told of cancellation, using the original payment method unless otherwise agreed.

Starting during the cancellation period

We only begin a cancellable service during the cooling-off period when you expressly request it and the required information has been provided. If you then cancel, you may have to pay a proportionate amount for services properly supplied up to cancellation, as the law permits. The right to cancel a fully performed service is lost only where the required express request and acknowledgement have been obtained. A specific exception can apply to urgent repair or maintenance you expressly request at your home; it does not automatically cover additional non-urgent work or goods beyond necessary replacement parts. We do not treat every repair enquiry as a waiver of cancellation rights.

Cancellation outside the statutory period

If you ask to cancel work outside an applicable cooling-off right, contact us as soon as possible. Any amount retained or charged must reflect a lawful entitlement and reasonable net loss actually incurred, taking account of savings and steps to reduce the loss. We do not apply a blanket rule that every deposit is non-refundable. If we must cancel, we explain why and return sums due for work or materials not properly supplied, without limiting other rights you may have.

Problems, damage and remedies

Tell us promptly if the agreed work is defective or incomplete, with enough detail to investigate. We will discuss inspection and an appropriate remedy. Consumer rights can include repeat performance or a price reduction where the statutory conditions are met. We do not exclude liability for fraud, death or personal injury caused by negligence, or other liability the law does not permit us to exclude. Claims are assessed fairly on the facts; no guarantee term replaces statutory protection.

How to cancel or complain

Use the contact details in your quotation or the contact page. State your name, property, quotation or job reference, what you are cancelling or raising, and how to contact you. For cancellation, a clear statement such as “I cancel the service contract agreed on [date] for [property/work]” is sufficient where a cancellation right applies. For a service concern, follow our complaints policy. Nothing in this process prevents you from using legal rights or an available dispute-resolution route.