These Terms & Conditions govern the provision of property maintenance, repair, installation and associated trade services by INSTALL HQ (“we”, “us” or “our”) to homeowners, landlords, letting agents, property managers, commercial clients and other customers (“you” or “the Customer”).
By accepting a quotation, approving a job, booking an appointment or instructing us to commence work, you agree to these Terms & Conditions, subject to any applicable statutory rights and consumer protection legislation.
Where a separate written contract or service-level agreement has been agreed, that agreement will take precedence where it expressly conflicts with these Terms & Conditions.
PART 1 — TERMS & CONDITIONS
1. Scope of Services
1.1 INSTALL HQ provides property maintenance and associated services, which may include:
- Carpentry, joinery and general repairs.
- Landlord and letting-agent maintenance.
- Plumbing repairs and installations.
- Heating-related maintenance and installations, subject to the applicable qualifications and authorisations.
- Property repairs, fixture and fitting installations, and general handyman services.
- Property inspections, maintenance visits and remedial works.
- Other services expressly agreed in writing.
1.2 The precise work to be undertaken will be set out in the quotation, work order, job confirmation or other written agreement.
1.3 We will only undertake work that falls within our competence, insurance cover and any applicable regulatory or certification requirements. Specialist work may be declined or referred to an appropriately qualified contractor.
1.4 Any description of the work is based on the information available when the quotation is prepared. Where the condition of the property cannot be fully assessed beforehand, the scope and price may need to be revised in accordance with Clause 4.
2. Quotations and Acceptance
2.1 Quotations will identify the agreed scope of work and, where reasonably possible, the price, anticipated duration, materials and any applicable exclusions.
2.2 Unless otherwise stated, quotations are valid for 30 days from the date of issue. A different validity period may be specified in writing.
2.3 A quotation becomes binding when accepted by the Customer and confirmed by INSTALL HQ, subject to any applicable statutory cancellation rights.
2.4 Estimates are indicative and may change where the work cannot reasonably be assessed in advance. We will explain any material change and obtain approval before undertaking chargeable additional work, except where an immediate action is reasonably necessary to address an imminent risk to health or safety and is legally permissible.
2.5 Any verbal discussions, photographs, messages or preliminary estimates should not be treated as approval for work outside the agreed scope unless the additional instruction is confirmed by an authorised person.
2.6 We reserve the right to decline work that is unsafe, unlawful, outside our competence or inconsistent with our insurance requirements.
3. Pricing, Deposits and Materials
3.1 Prices will be stated in the quotation or job confirmation. Any applicable VAT will be identified separately where required.
3.2 Unless otherwise agreed, the quotation will specify whether materials, labour, travel, disposal, parking, access equipment and other charges are included.
3.3 We may request a reasonable deposit or advance payment to cover agreed materials, special orders, subcontractor commitments or other identified costs. The amount and payment date will be confirmed before the Customer commits to the booking.
3.4 Deposits and advance payments will be applied to the agreed contract price. Any amount retained following cancellation will be limited to amounts lawfully due under the contract and applicable law.
3.5 Materials purchased specifically for a job may be subject to supplier restocking charges, return restrictions or non-refundable special-order costs. Where these costs are recoverable from the Customer, they must be reasonable, disclosed where practicable and supported by the relevant supplier terms or evidence.
3.6 We will not charge for unapproved upgrades, additional materials or variations unless otherwise permitted by law or expressly agreed.
3.7 Ownership of materials supplied by us will transfer in accordance with applicable law and any agreed payment terms. Nothing in this clause permits us to remove items unlawfully or override the Customer's statutory rights.
4. Changes to Work and Unexpected Conditions
4.1 If we discover concealed damage, defective pipework, unsafe wiring, damp, rot, structural concerns, asbestos-suspect materials or other conditions that materially affect the work, we may pause the affected work where reasonably necessary.
4.2 We will notify the Customer of the issue, explain the implications as far as reasonably possible and provide a revised quotation or proposed next steps.
4.3 Additional work will not normally proceed until the Customer has approved the revised scope and price in writing.
4.4 Where an immediate action is necessary to mitigate an imminent risk to health or safety, we may take proportionate emergency measures where authorised and legally permissible. We will explain the action and any associated charge as soon as reasonably practicable.
4.5 If the Customer declines necessary additional work, we may leave the affected work incomplete where it would be unsafe, unlawful or unreasonable to proceed. The Customer remains responsible for payment for properly completed work and other amounts lawfully due under the agreement.
4.6 We are not responsible for pre-existing defects or concealed conditions that could not reasonably have been identified before work commenced, except to the extent that the issue results from our breach of contract, negligence or other legally actionable conduct.
5. Customer Responsibilities and Property Access
5.1 The Customer must:
- Provide accurate information about the property, the requested work and any known defects or hazards.
- Ensure we have safe and timely access to the property at the agreed appointment.
- Obtain any necessary permissions from the property owner, landlord, managing agent, freeholder or other relevant party.
- Ensure the work area is reasonably clear and accessible.
- Secure pets and notify us of relevant access restrictions or safety concerns.
- Provide access to relevant utilities, stopcocks, meters and isolation points where required and reasonably available.
- Ensure that any necessary permits, approvals or consents within the Customer's responsibility are obtained.
5.2 If access is unavailable, incorrect keys or access codes are provided, the property is unsafe, or the Customer has not obtained the required permissions, we may postpone or suspend the affected work.
5.3 Any reasonable additional costs directly caused by these circumstances may be charged where they were disclosed or otherwise lawfully recoverable, including an evidenced wasted journey or unavoidable third-party charge.
5.4 We will take reasonable care of the property and use reasonable measures to protect the immediate working area. The Customer should remove valuables and fragile items from that area before work begins.
5.5 We are not responsible for delays caused by the Customer, other contractors, building management, unavailable utilities or other circumstances beyond our reasonable control, although we will take reasonable steps to minimise disruption.
6. Landlords, Letting Agents and Property Managers
6.1 A landlord, letting agent or property manager instructing INSTALL HQ must have authority to approve the work and any associated expenditure.
6.2 The instructing party must confirm who is responsible for payment before the work begins. Where an agent acts on behalf of a landlord, the job confirmation should identify the contracting party and invoicing arrangements.
6.3 Unless agreed otherwise in writing, the party that contracts with INSTALL HQ is responsible for payment, regardless of any separate arrangement between that party and a tenant, landlord or third party.
6.4 Tenants must not instruct chargeable work on behalf of a landlord unless they have the required authority. We may request confirmation of authorisation before proceeding.
6.5 We will not disclose personal information or access details beyond what is reasonably necessary to carry out the job or meet our legal obligations.
6.6 For ongoing maintenance arrangements, response times, reporting requirements, spending limits, emergency procedures and invoicing cycles should be agreed in a separate service-level agreement or written schedule.
7. Payment Terms and Invoices
7.1 Unless otherwise stated in writing, payment is due within seven calendar days of the invoice date.
7.2 For larger projects, staged payments may be agreed in writing, linked to specified milestones or materials orders.
7.3 The Customer must raise any genuine invoice query promptly and identify the disputed amount and reason. The undisputed portion remains payable in accordance with the agreed payment terms.
7.4 If an invoice remains unpaid after its due date, we may issue a reminder and request payment within a reasonable period.
7.5 We may suspend further non-emergency work where payment is overdue, subject to the contract, reasonable notice where appropriate, and applicable law.
7.6 For business-to-business contracts, statutory interest and recovery costs may be available under the Late Payment of Commercial Debts (Interest) Act 1998 where its requirements are met. Any interest or recovery charge will be applied only where legally permitted.
7.7 For consumer customers, no additional interest, administration fee or debt recovery charge will be imposed unless there is a lawful contractual basis for it.
7.8 We reserve the right to pursue unpaid sums through appropriate lawful debt recovery procedures.
8. Workmanship and Defects
8.1 We will perform agreed services with reasonable care and skill and in accordance with applicable legal requirements.
8.2 Any workmanship guarantee offered by INSTALL HQ must be stated in writing, including its duration, scope and exclusions. No additional guarantee is implied by this clause.
8.3 If the Customer believes that work is defective, they should notify us in writing as soon as reasonably practicable, providing a description of the issue and photographs where appropriate.
8.4 We will have a reasonable opportunity to inspect the alleged defect and, where we are responsible, propose an appropriate remedy in accordance with the contract and applicable law.
8.5 A workmanship guarantee does not cover, to the extent permitted by law:
- Damage caused by misuse, accidental damage, neglect or lack of maintenance.
- Normal wear and tear or deterioration.
- Defects arising from pre-existing conditions or materials supplied by the Customer.
- Work altered or repaired by another contractor without our agreement, where that intervention caused or materially contributed to the problem.
- Failures caused by external events, misuse of equipment or circumstances beyond our reasonable control.
8.6 These exclusions do not remove our responsibility for defects caused by our own work or any statutory rights the Customer may have.
8.7 Nothing in these Terms & Conditions limits the Customer's legal rights to require repeat performance, a price reduction or another remedy where the law provides for it.
9. Plumbing, Heating and Regulated Work
9.1 Plumbing and heating services will be undertaken only to the extent that INSTALL HQ or its appointed contractor has the necessary competence, qualifications, registrations and authorisations for the specific work.
9.2 Gas work will only be carried out by an appropriately registered Gas Safe engineer where registration is required.
9.3 Electrical work, building work and other regulated activities will be undertaken in accordance with the applicable legal requirements, including relevant certification, notification and building regulations where applicable.
9.4 We will explain where specialist attendance, inspection, certification or additional remedial work is required.
9.5 The Customer must not ask us to bypass safety devices, conceal unsafe work or undertake work contrary to applicable regulations.
9.6 Where an immediate danger is identified, we may stop work and take or recommend appropriate safety measures within our competence. The Customer may need to instruct an appropriately qualified specialist.
9.7 Any certification included in the quotation will be identified in the agreed scope. We will not promise certification that we are not legally authorised to issue.
10. Delays, Appointments and Events Beyond Our Control
10.1 Appointment dates and completion times will be agreed in advance where reasonably practicable. Any stated completion date is subject to the terms of the quotation and the circumstances of the job.
10.2 We will make reasonable efforts to attend on time and notify the Customer of significant delays or the need to rearrange an appointment.
10.3 We will not be liable for delays caused by circumstances beyond our reasonable control, such as severe weather, supply shortages, transport disruption, utility failures or unexpected property conditions, to the extent permitted by law.
10.4 If a delay materially affects the agreed service, we will discuss a revised schedule or other reasonable solution with the Customer.
10.5 This clause does not remove any right to a refund, compensation or other remedy where the law or the contract provides for one.
11. Cancellation by INSTALL HQ
11.1 We may cancel or suspend a booking where reasonably necessary because of unsafe conditions, lack of required authorisation, non-payment, a material breach of the agreement, or circumstances that make performance unlawful or impossible.
11.2 Except where immediate action is reasonably necessary, we will give the Customer reasonable notice and, where appropriate, an opportunity to resolve the issue.
11.3 If we cancel and the Customer is not responsible for the cancellation, we will refund any prepayment for work not carried out, subject to any lawful adjustment expressly applicable to goods or services already supplied.
11.4 If a booking must be rearranged because of staff illness, an emergency or another unforeseen event, we will offer a reasonable alternative appointment where practicable.
11.5 We will not use this clause to avoid responsibility for our own breach of contract or to deny the Customer a remedy required by law.
12. Liability and Insurance
12.1 We will maintain insurance appropriate to the services we undertake, subject to the terms, limits and exclusions of the relevant policy. INSTALL HQ holds public liability insurance under policy number COMTL1027193. A copy of the certificate is available on request.
12.2 We are responsible for loss or damage where liability arises under the contract or applicable law.
12.3 Nothing in these Terms & Conditions excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited.
12.4 For consumer customers, we do not exclude or restrict statutory rights or liability in a way prohibited by consumer protection law.
12.5 Subject to the preceding clauses, we will not be responsible for losses that were not reasonably foreseeable when the contract was made, to the extent the law permits such a limitation.
12.6 We will not be responsible for damage caused by pre-existing defects, concealed conditions or the acts of third parties except where our own breach of contract, negligence or other legally actionable conduct contributed to that damage.
12.7 Nothing in this clause removes a duty to take reasonable care, act lawfully or carry out the agreed work with reasonable care and skill.
13. Complaints and Dispute Resolution
13.1 Customers should raise complaints by email or in writing, explaining the issue and including relevant photographs, invoices or job references where available.
13.2 We will acknowledge complaints within a reasonable period and aim to investigate promptly and fairly.
13.3 Where an inspection is needed, we will arrange reasonable access with the Customer.
13.4 We will seek to resolve disputes through discussion and a proportionate remedy where appropriate.
13.5 Nothing in this clause prevents either party from seeking legal advice or using the courts or another applicable dispute resolution process.
14. Data Protection and Photographs
14.1 We will handle personal information in accordance with applicable data protection law and our Privacy Policy.
14.2 We may take photographs of the work area, completed work or defects where reasonably necessary for quotations, records, quality control, insurance or dispute resolution.
14.3 We will not use identifiable images of a customer's property for public marketing without an appropriate lawful basis and any consent required by law.
14.4 Access codes, keys, contact details and property information will be handled with reasonable care and only used for legitimate business purposes.
15. General Provisions
15.1 These Terms & Conditions should be read alongside the accepted quotation and any written job-specific agreement.
15.2 If any provision is found to be unlawful or unenforceable, the remaining provisions will continue to apply to the extent legally permitted.
15.3 A failure to enforce a term on one occasion does not automatically waive the right to enforce it later.
15.4 No variation to the agreed scope or price will normally be binding unless confirmed in writing by both parties, except where a different arrangement is legally valid and applicable.
15.5 These Terms & Conditions are governed by the law of England and Wales, and any dispute will be dealt with by the courts with appropriate jurisdiction, subject to mandatory consumer rights.
15.6 Where the Customer is a consumer, nothing in these Terms & Conditions removes rights that cannot legally be excluded.
PART 2 — CANCELLATION, RESCHEDULING AND REFUND POLICY
16. How to Cancel or Rearrange a Booking
16.1 Customers should cancel or rearrange appointments by contacting INSTALL HQ using the email address or telephone number provided in the booking confirmation.
16.2 To help us identify the booking, the Customer should provide their name, property address, appointment date and job reference, if available.
16.3 Written confirmation of the cancellation or rearrangement will be provided where reasonably practicable.
16.4 The date and time we receive the cancellation request will be used to assess any applicable cancellation costs, subject to statutory cancellation rights.
17. Standard Appointment Cancellation Policy
17.1 We request at least 48 hours' notice for cancellation or rearrangement of a standard appointment.
17.2 Where the Customer gives less than 48 hours' notice, fails to attend or cannot provide access, we may seek payment only for reasonable, evidenced costs and losses that are lawfully recoverable under the contract.
17.3 Recoverable costs may include:
- A reasonable wasted-journey cost where a visit has already been made.
- Labour or subcontractor costs that have genuinely been incurred and cannot reasonably be avoided.
- Reasonable supplier charges for materials that cannot be cancelled or returned.
- Other direct losses reasonably arising from the cancellation, to the extent legally recoverable.
17.4 We will take reasonable steps to reduce our losses, including attempting to reallocate the appointment or cancel supplier orders where practicable.
17.5 We will not automatically retain a deposit or impose a fixed penalty simply because the Customer cancels. Any amount claimed must have a lawful basis and be fair and proportionate in the circumstances.
17.6 Where no actual recoverable loss has been incurred, no cancellation charge will be imposed under this clause.
18. Deposits and Special-Order Materials
18.1 Any deposit or advance payment will be explained before the Customer accepts the booking.
18.2 If the Customer cancels after materials have been ordered, INSTALL HQ may recover reasonable, evidenced costs that are legally recoverable, including unavoidable supplier cancellation or restocking charges.
18.3 Any refundable amount will be returned after deducting only sums lawfully due under the contract.
18.4 We will not describe a deposit as automatically non-refundable in circumstances where retaining it would be unlawful or unfair.
18.5 Where materials are returnable or supplier charges can be avoided, we will take reasonable steps to limit the Customer's costs.
19. Consumer Cooling-Off Rights
19.1 Where a Customer is an individual acting mainly outside their trade, business or profession, they may have statutory cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
19.2 For qualifying contracts concluded online, by telephone or away from our business premises, the Customer will generally have 14 days to cancel a service contract, calculated from the day the contract is entered into, subject to the applicable legal rules and exceptions.
19.3 Where these rights apply, the Customer may cancel within the statutory period without giving a reason. We will provide the required cancellation information and model cancellation form where applicable.
19.4 If the Customer asks us to begin work during the statutory cancellation period, we will obtain the express request and provide the required information before starting.
19.5 If the Customer cancels after expressly requesting early performance, they may be required to pay a proportionate amount for services properly supplied before cancellation, provided the legal requirements for that payment have been met.
19.6 Where a service contract is fully performed during the cancellation period, the statutory right to cancel that service may end only where the Customer has given the legally required prior express consent and acknowledgement.
19.7 Certain urgent repair or maintenance contracts requested by the Customer may be exempt from the usual cancellation period for the urgent work itself. Any additional non-urgent services or goods remain subject to the applicable legal rules.
19.8 Nothing in this policy restricts any statutory cancellation right or permits a charge that the law prohibits.
20. Emergency Call-Outs
20.1 Emergency work should be limited to the immediate issue identified and agreed with the Customer.
20.2 Before work begins, we will explain the applicable call-out charge, labour rate, minimum charge, if any, and any reasonably foreseeable additional costs.
20.3 Where a Customer specifically requests an urgent visit for repairs or maintenance, statutory cancellation exceptions may apply to the urgent work. These exceptions do not automatically cover additional non-urgent work or all goods supplied during the visit.
20.4 If further work is required, we will explain the options and obtain the Customer's approval before proceeding, except where a proportionate immediate action is reasonably necessary to address an imminent safety risk and is legally permissible.
20.5 Emergency attendance does not guarantee that a permanent repair can be completed during the first visit. Parts availability, access, safety and the condition of the property may affect the outcome.
21. Late Arrival, Missed Appointments and Access Problems
21.1 If we expect to be significantly late, we will make reasonable efforts to contact the Customer and agree whether to continue or rearrange the visit.
21.2 If we cannot gain access at the agreed time due to circumstances within the Customer's control, we may charge reasonable, evidenced costs that are lawfully recoverable under the contract.
21.3 If we fail to attend and the Customer is not responsible, we will offer a reasonable alternative appointment or another appropriate remedy in accordance with the contract and applicable law.
21.4 No charge will be applied automatically where it would be unfair, disproportionate or contrary to statutory rights.
22. Cancellation by INSTALL HQ and Refunds
22.1 If INSTALL HQ cancels a booking for reasons not attributable to the Customer, any prepayment for services not supplied will be refunded, subject to applicable law and any lawful adjustment for goods or services already supplied.
22.2 Where we have to cancel or rearrange because of an emergency, illness, unsafe conditions or circumstances beyond our reasonable control, we will notify the Customer and offer a reasonable alternative where practicable.
22.3 Where a statutory right to a refund applies, we will make the refund within the applicable legal time limit.
22.4 Where the Customer cancels outside a statutory cancellation period, any refund will be calculated in accordance with the accepted quotation, this policy and applicable law.
22.5 The Customer's right to raise a complaint or pursue another legal remedy is unaffected by this policy.
23. How Refunds Are Processed
23.1 Refund requests should be submitted in writing with the job reference, payment details and reason for the request.
23.2 Where a refund is due, it will normally be returned using the original payment method unless another method is agreed or the law requires otherwise.
23.3 Any deduction from a refund will be explained, with a breakdown of the relevant work completed, materials supplied or recoverable costs where appropriate.
23.4 We will not charge a refund administration fee unless there is a lawful basis for doing so.
PART 3 — CUSTOMER APPROVAL
By accepting a quotation or booking, the Customer confirms that they have had the opportunity to read these Terms & Conditions and understand that the agreed quotation, job confirmation and applicable statutory rights also form part of the contractual arrangements.
Customer name: ______
Property address: _____
Job reference: _________
Accepted quotation / agreed price: ___
Customer signature (where applicable): _____
Date: ___________
OPTIONAL EARLY-START REQUEST
Use this section where applicable to qualifying consumer contracts that have a statutory cancellation period and the Customer wants work to begin before it expires. Do not use it as a blanket waiver of cancellation rights.
I expressly request that INSTALL HQ begins the agreed services before the end of my statutory cancellation period.
I understand that, if I cancel during that period after work has begun, I may be required to pay a proportionate amount for services supplied up to cancellation, where the law permits and the required information has been provided.
I understand that I lose my statutory right to cancel the service once it has been fully performed only if the applicable legal conditions, including my prior express consent and acknowledgement, have been satisfied.
Customer name: ______
Agreed work: __________
Signature: ______
Date: ___________
MODEL CANCELLATION NOTICE
Complete and send this notice only if you wish to cancel a qualifying contract within the statutory cancellation period.
To: INSTALL HQ
Email: installhq@outlook.com
I hereby give notice that I cancel my contract for the supply of the following service:
Service / job description: _____
Property address: ______
Date contract was entered into: _____
Customer name: ______
Customer address: _____
Date of cancellation notice: ________
Customer signature (only if submitting on paper): ________