The deal, written down

These terms

You are contracting with CraftBuilt Renovations Ltd, Unit 7, Ram Quarter, Wandsworth, London SW18 1TZ, company number 08472913. These terms apply to every survey, quote and job we carry out for a homeowner. Nothing here removes your statutory rights under the Consumer Rights Act 2015.

The agreement between us is your signed quote, any signed variations, and these terms. Anything said on site that is not written down and signed does not change the price or the programme.

Quotes, surveys and prices

• The survey, the measure, any drawings we need and the written quote are free, and yours to keep.
• Quotes are fixed-price and itemised: labour, materials, skip, scaffold where needed, and making good.
• A quote holds for 30 days. After that we will re-check material prices before we commit.
• Prices include VAT at the current rate, shown separately on the quote and the invoice.
• Anything genuinely excluded is listed on the quote under “not included”. If it is not listed there, it is in the price.

When a price can move

Two situations only:

• You change what you want. We price the change, you sign it, then we order and carry it out.
• We find something nobody could have seen. Rotten joists, buried drains, asbestos, wiring that fails inspection. We stop, show you, price it and get it signed before carrying on.

Work we have not priced and you have not signed is work we will not invoice you for. Asbestos is always removed by a licensed contractor at cost, with their invoice shown to you.

Paying us

• No deposit on jobs of a week or less — you pay when it is finished and you are happy.
• On longer jobs you pay for materials at the start, then in stages against work already completed. Never in advance of it.
• Stage payments and the final account are due within 7 days of the invoice.
• Bank transfer or card. We do not take cash-only deals and every payment is receipted.
• Late payments carry interest at 4% above the Bank of England base rate, and we may pause work until the account is settled.
• Materials remain ours until they are paid for and fixed in place.

Cancelling

Because we sign work up at your home, you have 14 days to cancel without giving a reason. Ring or email and it is done — nothing to pay.

If you ask us to start inside those 14 days and then cancel, you pay for the work done and the materials ordered up to that point, at the rates on the quote. After the 14 days, cancelling means paying for work completed, materials already bought and any non-returnable orders.

We can cancel too — if the site is unsafe, if access is repeatedly denied, or if an account goes unpaid. You would only ever pay for what was already done.

What we need from you

• Access on the agreed days between 7.30am and 5.30pm, and somewhere reasonable to park.
• Water and power on site. If neither is available, tell us at survey and we will price a generator.
• Skip and scaffold permits are ours to arrange; you tell us about any resident-parking or estate restrictions.
• Freehold, leasehold or managing-agent consents where the work needs them.
• Valuables, pets and anything fragile moved out of the working rooms before day one.

Programme and delays

Your quote carries a working-day programme and a start date. We keep to it, and we tell you the same day if anything threatens it.

Weather that stops roofing or groundworks, materials a merchant fails to deliver, building control or utility appointments, hidden conditions and variations you ask for all move the programme rather than the price. We do not charge for our own delays.

Certificates and paperwork

Where work is notifiable we notify it: electrical installation certificates through NICEIC, gas work through Gas Safe, and building control through your local authority or an approved inspector. Fees for those are in the quote.

On the last day you get the certificates, the completion or sign-off paperwork, appliance manuals and the itemised final account. Planning permission, party-wall awards and listed-building consent remain the homeowner's responsibility; we will tell you at survey if we think you need one.

Our guarantee

• Two years on our workmanship from the day we hand over, on every trade.
• Ten years on structural work — extensions, loft conversions, steels and groundworks.
• Manufacturer warranties on boilers, roof coverings, appliances and flooring are passed to you in full.
• Ring the same number and the crew who did the work comes back out. There is no claims line.

The guarantee does not cover fair wear and tear, accidental damage, movement in an old building we warned you about in writing, work altered by somebody else, or anything you asked us to do against our written advice.

Insurance and liability

We carry public liability cover of £5m and employer's liability cover of £10m. Certificates are on request, and we will email them before we start if you ask.

We are responsible for damage our work causes, and we put it right. We are not liable for losses we could not reasonably have foreseen, for pre-existing defects we were not asked to address, or for indirect losses such as lost rent. Nothing in these terms limits our liability for death, personal injury or fraud.

Complaints, step by step

Tell the foreman on site first — most things are sorted the same day. If that does not fix it:

• Step 1 — ring 020 7946 0018 or email [email protected]. We acknowledge it within 2 working days.
• Step 2 — a director inspects the work with you, on site, inside 10 working days, and writes down what we agree to do and by when.
• Step 3 — we carry that out at our cost where the fault is ours, and confirm it in writing when it is complete.
• Step 4 — if we still cannot agree, either of us can refer it to an independent mediator or to the ADR scheme named on your job sheet. Their decision binds us if you accept it.

None of this affects your right to take the matter to court, or to contact your local authority Trading Standards service.

Law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If any clause turns out to be unenforceable, the rest still stands.

How we handle your details is set out in our privacy notice.