Terms & Conditions
The terms on which we quote for and carry out work. Written to be read, not to be got past.
Who you are dealing with
Complete Exterior Care Limited
Registered in England and Wales, company number 17369900.
Registered address: 61 Bridge Street, Kington, HR5 3DJ.
Telephone 01255 772 510
Email info@completeexteriorcare.co.uk
Quotations
A quotation is a fixed price for the work described in it, and it is valid for 30 days unless it says otherwise. It is not a contract until you accept it.
Where a price has been worked out from measurements rather than from a visit, the quotation will say so. Those measurements come from Ordnance Survey records and are accurate for the building's footprint and height, but they cannot see everything — access, the condition of a surface, or something hidden behind a hedge. If what we find on site differs materially from what the quotation assumed, we will stop and tell you before doing the work, and you may accept a revised price or walk away owing nothing.
Your right to cancel
If you agree work with us anywhere other than at our own premises — at your home, on the telephone, or by email — you have a legal right to cancel within 14 days, without giving a reason and without any charge.
This is your right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. It applies to consumers rather than to businesses.
To cancel, tell us in any clear way — a phone call, an email or a letter is all fine. You do not need a form or a reason.
If you want the work to start inside those 14 days you are welcome to ask, and we will confirm that request in writing. If you then cancel after we have begun, you keep your right to cancel but you may be charged for what has already been done, in proportion to the whole job. If we have finished the work at your express request within the 14 days, the right to cancel ends.
Access, water and electricity
We will need reasonable access to the property and, for most work, an outside tap and a power point. There is no charge for the water or electricity we use, but please tell us in advance if either is unavailable, because for some jobs it changes the method and the price.
Please move vehicles, garden furniture and anything fragile away from the work area before we arrive, and keep pets indoors while we are working.
How we work, and what we will not do
We use the gentlest method that does the job. A roof is scraped and soft-brushed by hand and never pressure washed, because blasting a tile strips its fired surface and shortens its life. Older and listed buildings get lime-safe products and a test patch first.
We will tell you if we think a job does not need doing, or does not need doing yet. We would rather lose the work than take money for something that will not help.
Nesting birds
Under the Wildlife and Countryside Act 1981 it is an offence to damage or disturb an active nest, including one in a gutter or under a roof tile. If we find an active nest we will tell you, leave that area alone, and return once the brood has fledged. There is no charge for the return visit.
Payment
Payment is due within 14 days of the invoice unless we have agreed otherwise in writing. We accept bank transfer and card.
Annual Care plans are agreed for a fixed term and are paid as set out in the plan. A plan does not renew automatically: we will ask you before another term begins. A plan you would have to telephone us to escape is not a plan, it is a trap.
If something goes wrong
Tell us. Ring or email and we will come back and look at it. If the work was not done properly we will put it right at our own cost.
Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015, which include the right to expect that a service is carried out with reasonable care and skill. We do not exclude or limit our liability for death or personal injury caused by our negligence, or for fraud.
Photographs
We photograph work before and after, for our own records and to show you what was done. We will not publish a photograph of your property without asking you first, and you can say no or change your mind later. How we handle your information is set out in our privacy notice.
Cookies
This website sets no cookies and carries no analytics or advertising trackers of any kind. There is nothing stored on your device and nothing to consent to. This is covered in the privacy notice.
These terms
These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.
A note on this page. It was written to be clear and to state the rights you actually have, rather than to be as long as possible. It is not legal advice and it has not yet been reviewed by a solicitor.