Reputation Windows
Reputation Windows

Reputation Windows Ltd – Terms & Conditions

TERMS, CONDITIONS, CONTRACT OVERVIEW & USER DECLERAION:

These Terms and Conditions govern your use of the Reputation Windows Limited website (the “Site”) and your relationship with Reputation Windows Limited, company registration number 12127400 (the “Company”, “we” or “us”). Please read them carefully as they affect your rights and liabilities under the law. If you do not agree to these Terms and Conditions, please do not register for or use the Site.

If you have any questions on the Terms and Conditions, use of this website or your contract, please contact [email protected] or 07551 955 875 or Reputation Windows Ltd, Hartshorne Building, Bretby Business Park, Ashby Road, Burton On Trent, DE15 0YZ.

In this document REPUTATION WINDOWS LTD is referred to as the “company/company’s/companies/Reputation Windows Ltd/we/us/our(s)/provider/the provider” and the person signing the contract is referred to as the “customer/consumer/homeowner/client/private client/commercial client/you/your(s)/you’re/user/the user”.

The installation address is referred to as the “job/site/property address/installation address”.

Any agents and/or servants of Reputation Windows Ltd whether they be directly employed or sub-contracted are referred to as “fitters/installers/team member(s)/representative(s)”

Any goods and services are referred to as “goods/services/bespoke items/made-to-measure/window(s)/door(s)/lantern(s)/bifold(s)/French door(s)/roofline/fascia-soffit-guttering-downpipe(s)/conservatory/conservatories/component(s)” covering a variety of materials.

These definitions are non-exhaustive.

All terms of the contract between the customer and the company are contained in this document and no representations or warranties are given, or to be implied other than those recited herein.

The contract shall be governed by laws of England if any provision of this contract is held to be invalid or unenforceable in whole or part the validity of any other provisions and the remainder of the provision in question shall not be affected thereby.

This contract becomes legally binding upon the completion of a technical survey by our company surveyor, written acceptance of the order & receipt of your non-refundable deposit.

If the surveyor determines the installation is technically unfeasible, we reserve the right to cancel the contract, you will be notified of this prior to any deposit payment being taken.

Please make yourself familiar with our terms & conditions. As the customer you confirm you understand all elements laid out on this page, you confirm the terms and conditions are evidently clear to you, and that have read, understood, retained the information and agree to all of the terms laid out below.

USE OF OUR WEBSITE:

This website is provided to you for your personal use, subject to these Terms and Conditions. By using this website, you agree to be bound by these Terms and Conditions. References to these Terms and Conditions include our Privacy Policy and Cookie Policy.

INTELLECTUAL PROPERTY:

The content of the Site is protected by copyright, trademarks, database right and other intellectual property rights. You may retrieve and display the content of the Site on a computer screen, store such content in electronic form on disk (but not any server or other storage device connected to a network) or print one copy of such content for your own personal, non-commercial use, provided you keep intact all and any copyright and proprietary notices. You may not otherwise reproduce, modify, copy or distribute or use for commercial purposes any of the content contained here.

The content on our Site is provided for general information only. It is not intended to amount to advice on which you should rely. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of the content on our Site. Although we make reasonable efforts to update the information on our site, we make no representations, warranties or guarantees, whether express or implied, that the content on our site is accurate, complete or up to date.

Where our Site contains links to other sites and resources provided by third parties, these links are provided for your information only. Such links should not be interpreted as approval by us of those linked websites or information you may obtain from them. We have no control over the contents of those sites or resources. We have no control over the contents of those sites or resources.

Any content you upload to our Site will be considered non-confidential and non-proprietary. You retain all of your ownership rights in your content, but you are required to grant us a limited licence to use, store and copy that content and to distribute and make it available to third parties.

You must not misuse our site by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful. You must not attempt to gain unauthorised access to our site, the server on which our site is stored or any server, computer or database connected to our site. You must not attack our site via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co- operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.

AVAILABILITY OF THE WEBSITE:

Although we aim to offer you the best service possible, we make no promise that the website or the services provided via the website will meet your requirements. We cannot guarantee that the website or services will be fault-free or that any content on the website will always be available or be uninterrupted. If a fault occurs in the website, you should report it to [email protected] and we will attempt to correct the fault as soon as we reasonably can.

Your access to the website may be occasionally restricted to allow for repairs, maintenance or the introduction of new facilities or services. We will try to give you reasonable notice of any suspension or withdrawal. We will attempt to restore the service as soon as we reasonably can.

You are also responsible for ensuring that all persons who access our website through your internet connection are aware of these terms of use and other applicable terms and conditions, and that they comply with them.

LINKING TO OUR WEBSITE:

You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it.

You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.

You must not establish a link to our site in any website that is not owned by you.

Our site must not be framed on any other site, nor may you create a link to any part of our Site other than the home page

We reserve the right to withdraw linking permission without notice.

ADVERTISING & SPONSORSHIP:

Part of the Site contains advertising, sponsorship and links to third party sites. Advertisers, sponsors and third parties are responsible for ensuring that material submitted for inclusion on the Site complies with relevant laws and codes. To the maximum extent permitted by applicable law, we will not be responsible to you for any error or inaccuracy in advertising, sponsorship or third-party material.

MISCELLANEOUS:

You may not transfer any of your rights under these Terms and Conditions to any other person. We may transfer our rights under these Terms and Conditions to another business where we reasonably believe your rights will not be affected.

If you breach these Terms and Conditions and the Company chooses to ignore this, the Company will still be entitled to use its rights and remedies at a later date or in any other situation where you breach the Terms and Conditions.

The Company shall not be responsible for any breach of these Terms and Conditions caused by circumstances beyond its reasonable control.

The Site is owned and operated by Adam Leese Web Design, and is managed by Reputation Windows Ltd.

If you have any queries, please contact us on [email protected] or 07551 955 875 or Reputation Windows Ltd, Hartshorne Building, Newton Wayy, Bretby Business Park, Bretby, Burton On Trent, DE15 0BH.

QUOTES & ESTIMATES:

All quotes supplied by the company are valid for a period of 30 days only, any variations in estimate/quotation validity periods will be made clear to you in writing.

Any quotes accepted by the customer after the 30 days have lapsed are subject to re-pricing to compensate for any possible material price increases, unless the validity period was varied and stated to you in writing.

The company reserves the right to only hold firm the price of the quote for a period of 30 days, or varied period as provided to you in writing. Any changes made by the customer which do not represent the original requested quotation are subject to re-pricing and the 30-day or varied validation period will renew from the date in which the revised quotation becomes active.

The company will not accept any variations or alterations to the quote unless confirmed in writing by the customer, and such variations or alterations may result in extra charges being made by the company.

Survey, Dimensions, variations & Bespoke Dimensions: All manufacturing sizes are taken strictly from our technical survey, not from quotes or drawings provided by the customer.

Pre-Existing Structural Defects: Our quote assumes structurally sound openings. If our installer or surveyor uncovers hidden defects (such as rotten lintels, blown brickwork, or unstable structural walls) after removing old frames, work will cease. We will issue a written variation order detailing the extra structural work required and its cost. We are not liable for delays caused by pre-existing structural issues.

QUOTES / ESTIMATES INCLUDES:
Supply & Installation of new frames
Waste Removal of old frames
10-year manufacturer’s guarantee
5-year manufacturers guarantee on sealed units
2-year manufacturer’s warranty on moving parts
Installations Warranty (registered with QANW, insurance backed) *
FENSA certification*
*Where applicable
*Price is subject to final survey & specifications

Unless request by the customer, quotes/estimates DO NOT include:
-plastering of internal reveals
-installation of window boards or floor level internal cill boards
-installation of arched heads
-external mortar finishing
-internal plaster chop backs
-additional work whether structural, remedial or cosmetic which are not part of the replacement installation as intended.

REMEDIALS & ADDITIONS:

Any additional remedial work you require should be made evident on the 1st measure appointment so an estimate may be drafted up in addition to your primary estimate.

Estimates for remedial works are valid for a period of 30 days, or varied period if applicable. The company will endeavour to provide fair and honest pricing, with the aim of providing the customer the most cost-effective solution to complete the remedial works required or requested.

Estimates for remedials may be provided as follows:
1] customer bares the cost of the materials + labour at an hourly rate.
2] customer bares the cost of the materials + labour charged on a day rate.
3] customer accepts the estimate as a priced job, also referred to as price work.
4] customer accepts the estimate as priced on a day rate with anticipated days charged for.

In the event remedials are accepted on price work, the company will not accept any variations or alterations to the quote unless confirmed in writing by the customer, and such variations or alterations may result in extra charges being made by the company. Any changes made by the customer which do not represent the original requested quotation are subject to re-pricing and the 30-day validation period or varied validation period will renew from the date in which the revised quotation becomes active.

VAT:

As a VAT register company, all services are charged at the applicable VAT rate inline with UK law under HMRC.

Prices will be clearly given as +VAT meaning the NETT value + value added tax (VAT)
or
(inc VAT & installation) – meaning including VAT & installation.

RECOMMENDATIONS & REFERRALS:

We will make product recommendations to best suit your needs, we only recommend products we believe in and work with trusted industry brands. You are not obligated to proceed with any recommendations made by us.

We reserve the right to refuse supply and/or installation of a product if we do not support or believe in the quality or integrity of the product being requested by the customer.

We may refer your enquiry out to another company if we are unable to meet your demands, time scales, needs or requirements.

PERMISSION & PLANNING:

It is solely & explicitly the customers responsibility to obtain necessary permissions from the relevant authorities to undertake any work on their property, this is especially critical for listed buildings of any kind, or buildings which fall under conservation, or any kind of covenant restriction(s).

The company will advise and assist if requested but will not be held responsible or liable in any capacity whatsoever for the failure to obtain the correct permissions.

Any extra work demanded by a Building Inspector or other authorities will be chargeable.

Please make sure you obtain the correct permissions prior to obtaining any quotations, written proof of authorisation of particular products & specifications should be given in writing failure to do so could result in the company’s refusal of the project entirely.

LEAD TIMES & AVAILABILITY:

Quotations and delivery estimates are given and orders accepted in good faith based on materials and labour being normally available.

In the event of supplies or labour being adversely affected by any disruptions or contingencies beyond the company’s control, the company shall not be held responsible for the delays, breaches of contract or for any other loss or liability incurred by the customer through delays or non-delivery on goods or services of any kind.

The company shall not be liable to the customer or be deemed to be in breach of contract by reason of any delay in performing or any failure to perform, any of the companies’ obligations in relation to the products if the failure or delay was due to any cause beyond the company’s reasonable control.

Any dates quoted for delivery and/or commencement of installation work of the products are approximate only and the company shall not be liable to any expenses, loss, damage or delay in delivery or commencement of installation works however caused.

Time/dates for delivery and/or installation should not be assumed by the customer at any point.

The company will liaise with you and offer reasonable timeframes for the installation to take place, you as the customer will be requested to confirm in writing that the proposed dates are suitable, failure to confirm within a 48-hour period could result in the proposed dates being offered to alternative customers.

Availability whether it be for 1st measure, final measure or installation are given on a first come, first serve basis, this is to give all customers fair & equal rights & access to our services.

DEMONSTRATIONS & SHOWROOM:

Demonstration windows, doors and other products are used to demonstrate the working of a typical product and its composition. We reserve the right to make any necessary modification in design specification or composition to your order if we feel this is necessary. Customers are encouraged to visit our public showroom to gain a sound understanding of the product prior to purchase. Showroom appointments are available by appointment only during business hours:

Showroom Address:

Hartshorne Building

Newton Way

Bretby Business Park

Ashby Road

Burton On Trent

DE15 0BH / DE15 0YZ

Monday 9am-3pm

Tuesday 9am-3pm

Wednesday 9am-3pm

Thursday 9am-3pm

Friday 9am-12pm

We are closed on Weekends & bank holidays.

COMPLIANCE & CERTIFICATION:

As a FENSA registered company, we are bound by strict guidelines on our installations, and must abide by all regulations.

We will inform you of any amendments required to your windows/doors as needed to comply with up-to-date regulations, whilst attempting to be sympathetic of the aesthetic you are looking to achieve with your project.

As a FENSA registered company, our installations are randomly and routinely selected for inspections, this is to ensure a cohesive level of workmanship across our installations.

We are not informed which job will be selected for inspection. In the event your property is selected, do not panic. A FENSA or RISA representative will contact you directly to arrange an appropriate date/time to visit your property and inspect the installation in person, this is the final seal of approval from our governing bodies.

In the rare event your installation fails its inspection, FENSA and/or RISA will contact us directly and report back any additional works needed to rectify and meet all compliance criteria’s. Should this be the case, we will contact you to arrange a return visit to complete the works required, you will not be charged for this.

Upon completion of the additional work, we will notify FENSA and/or RISA, from here your property will be re-inspected and signed off. Your documentation will follow along in the post.  

Your FENSA certificate will be submitted on completion of the installation, and your documents will follow along in the post to your nominated address.

Unless requested otherwise, all documentation will be sent to the installation address.

It is VITAL you keep your FENSA certificate & QANW insurance documents safe, as both companies charge for copies & replacements.

FENSA certificates are submitted on completion of works, in the event of snag work, your FESNA certificate will be submitted on the final date we attend site in order to complete the snag and deem the installation as “all works complete”.

Insurance-Backed Guarantee (IBG): Your installation warranty will be registered with an independent insurance-backed guarantee provider and, where applicable, notified to FENSA for regulatory certification.

PAYMENT TERMS:

To protect cash flow and minimize non-payment risk, payments must be settled strictly according to the following milestones, the payment terms laid out are non-negotiable.

NON-FINANCE CUSTOMERS, order value below £10,000:

We take a minimum 50% deposit to order, this 50% is representative of the job total in its entirety, this deposit is non-refundable.

The remaining balance is due on practcial completion.

Failure to settle the remaining balance within 7 days will result in interest being charged at 2.5% per day on the value outstanding.

In the event of snags/discrepancies, the customer is expected to make a partial payment on the remaining balance, and the customer shall be advised to withhold a value which is retrospective of the works outstanding.

NON-FINANCE CUSTOMERS, order value £10,000 & over:

We take a minimum 50% deposit to order, this 50% is representative of the job total in its entirety, this deposit is non-refundable.

We take a further 25% interim payment; dates will be discussed directly with you to reflect the progress of the installation; this interim payment is non-refundable.

The remaining balance is due on practical completion.

Failure to settle the remaining balance within 7 days will result in interest being charged at 2.5% per day on the value outstanding.  

In the event of snags/discrepancies, the customer is expected to make a partial payment on the remaining balance, and the customer shall be advised to withhold a value which is retrospective of the works outstanding.

FINANACE CUSTOMERS, regardless of order value:

80% deposit on receipt of funds is expected, this is non-refundable.

The remaining 20% is payable on the morning of installation prior to any work commencing, this is non-refundable.

We are bound by the terms & conditions laid out by our lender; because of this we are unable to start the installation until the remaining 20% payment has cleared. If you have any questions or concerns in relation to your finance you should direct these to the finance lender. Reputation Windows Ltd cannot discuss finance queries with the customer; we are a credit broker not a lender.

In the event of snags/discrepancies, we will contact you to arrange a return visit to complete any work outstanding, and are bound to do so as per the terms of our agreement with our chosen finance provider.

*In all cases; excluding supply only, should there be any snag work required to complete the installation you will be asked to make a partial payment towards the remaining balance, withholding a value retrospective to the works outstanding*

In the event of a dispute or minor cosmetic snags, the customer is legally prohibited from withholding the entire final balance. You may only withhold a proportionate amount directly equivalent to the value of the incomplete/defective part; you will be advised on this. The remaining undisputed balance must be paid immediately upon practical completion of the outstanding dispute/snag, this balance must be paid on the day before we leave site.

SUPPLY ONLY CUSTOMERS, NO FENSA certification or warranties to be given:

100% payment shall be immediately due upfront without deduction. We will deliver the items to your requested address free of charge within a 20mile radius.

Any delivery addresses over the 20-mile radius & below a 50-mile radius are subject to a set delivery fee of £25.00

Any delivery address over a 50-mile radius & below a 60-mile radius are subject to a set delivery fee of £50.00

We do not deliver beyond 60 miles.

As the purchase is on a “supply only” basis, the company accepts no liability for the installation of the product.

As the purchase is on a “supply only” basis, no FENSA certification or insurance backed warranties will be given.

As the purchase is on a “supply only” basis, we are not obligated to parallel the manufacturers warranty periods.

In the event of faulty products, you shall be responsible for contacting the manufacturer directly to seek advice and replacement parts if required. In the event of product failure though the result of poor installation or negligence, you shall bare the cost for any replacement parts and/or products.

On delivery of your items, you as the customer are expected to inspect the goods entirely to ensure you are satisfied. You will be asked to sign for the items delivered stating clearly you have checked the products are in good condition. No warranty, insurance backed guarantees or FENSA certificates are provided on a supply only basis.

It is a condition of the contract between the company and the customer that the products supplied to the customer shall remain the property of the company until payment in full has been made to the company. The company reserves the right at all times to recover possession of the same if payment is not made when it becomes due and is payable under the provisions of this contract. The customer must allow the company access to recover the products and the customer must then make the property secure. Legal ownership and title of all windows, doors, bifolds, glass units, lanterns, and roofline (this list is non-exhaustive) products remain the sole property of the Company until the contract price is paid in full.

We may, without your permission sell or transfer this contract or any money owing under it to a debt recovery agency to peruse the unpaid funds. Should we have to refer to debt recovery for non-payment, you will become liable for all of the associated costs with the recovery of the amount, and where necessary, up to and including the costs associated with taking legal action and enforcement. This will not affect your legal rights.

PAYMENT METHODS:

Bank Transfer

Cash

We only accept card payments up to the value of £150 (UK Debit Card or Standard UK Credit Card), unless agreed otherwise by us.

We do not accept foreign credit cards, Commercial credit cards or American Express.

NON-PAYMENT:

Interest on overdue balances will accrue daily at a rate of 2.5% above the Bank of England base rate, calculated from the due date until full payment is received. Should the outstanding balance result in court proceedings, you will be liable for all of the associated costs.

In the event of death, the balance outstanding will automatically transfer to the order of inheritance, executor, power of attorney or administrator of the original customer who holds the contract with us.

In the event of a long-term health condition, the balance outstanding should be paid, and the outstanding work will be completed on your return to your usual activities, you will be provided the next available slot.

CREDIT SEARCHES:

All credit searches will be conducted by our appointed finance lender (who will keep a record of any searches they make). We are not authorised to discuss your finances surrounding credit applications. Any customers applying for credit are advised to deal with our chosen finance company directly.

GDPR, ICO & INFORMATION SHARING:

We may pass your personal information to certain carefully chosen companies, organisations or individuals, i.e. FENSA, QANW, 3rd party contractors, and/or suppliers (this list is not exhaustive) who may want to contact you by post, phone, email or otherwise about their products or services. We will only share your information on a need-to-know basis. We are registered with the ICO, and bound by strict confidentiality laws.

SITE ACCESS:

The customer shall grant access to the company’s employees, servants or agents at all reasonable times, so that suitable appointments may be carried out and the installation works completed without delay in accordance with the contract. If within 7 days of such advice an appointment for reasonable access has not been fixed the balance of the purchase price will become due and payable immediately.

APPROPRIATE WORKING ENVIROMENT, EXPECTATIONS & COMPANY RESPONSIBILITIES:

It is Reputation Windows responsibility to work appropriately and safely at all times.

Reputation Windows Ltd will not accept any liability for damage to any items moved by ourselves in the course of carrying out our work where the customer has failed to provide the appropriate clear workspace ready for installation. We accept no liability for damage to items left in the work area.

The company is responsible for:

APPROPRIATE WORKING ENVIROMENT, EXPECTATIONS & CUSTOMER RESPONSIBILITIES:

It is the customers responsibility to ensure they provide a clear, safe & unobstructed working environment for our staff whilst on site, whilst hazards cannot be completely eliminated, efforts should be made by the customer to reduce these where possible. This covers internally and externally. The customer will be responsible, and accepts full responsibly for: –

Things such as dust, noise and use of adhesives & chemical agents are unavoidable and it is the sole responsibility of the customer to safeguard themselves and others at the property appropriately during the installation. Reputation Windows LTD accepts no responsibility for any incidents arising from these situations.

The Customer must provide free use of all mains utilities for the duration of the installation.

Any services or asbestos etc found during the installation are NOT the responsibility of the company and will have to be attended to by a relevant contractor at the customer’s cost.

Customers are not permitted under any circumstances to use any company equipment or assist our workers except in an emergency or ask any of our staff to perform any task other than the work agreed in writing.  

Reputation Windows accepts NO responsibility for accidents, near misses or fatalities as a result of negligence by the customer who is responsible for keeping themselves, children, vulnerable persons and/or pets of any kind safe during our time on site.

EQUALITY & DIVERSITY:

Reputation Windows Ltd operates as an inclusive company, if you have any special requirements as a customer that you need us to accommodate to, please put this in writing to: [email protected]

The staff and/or servants of Reputation Windows Ltd are expected to treat all customers with the same level of care and respect, each customer should be treated fairly, equally and without bias at all times. It is the customers responsibility to inform us prior to the work commencing of any special requirements you may need so we can best accommodate your needs.

INSTALLATION:

We will use reasonable care and good working practices when carrying out the installation. Any plastering/pebble dash/rendering (excluding silicone render) work affected during the course of installation will be repaired un-painted and the company shall not be responsible for any damage to any decoration (inside or out) caused during the installation or any work other than installing its products at the customers property.

The company will not paint any products installed i.e., bare wood, metal, plaster or render etc. Any other alteration, modification, or additional work required to be done, shall be the responsibility of the customer and if the customer requests the company to carry out such works the company at its discretion may agree to so and shall be entitled therefore to make an additional charge as necessary.

The need for lintels will be assessed on survey and charged for if obviously required, however, if on installation or at any time in the future a lintel is required then this will be chargeable. The company can only assess for lintels on face value, if during installation it becomes evident a lintel is required this will be chargeable. The company offers no assurance that the materials used to make good an installation will match the customers’ existing domicile materials.

Installations can be noisy, messy and disruptive. Whilst every effort is made to mitigate these inconveniences, it is not possible to avoid this entirely due to the nature of the work. It is therefore the customers responsibility to ensure the necessary plans have been put in place to ensure any children, vulnerable persons, and/or pets of any kind are provided a safe environment whilst the installation takes place, the company will not be held liable for any distress and/or medical issues caused as a result of the installation they have been instructed to carry out.

The Company will comply with CDM Regulations 2015 as appropriate to the job.

https://www.hse.gov.uk/construction/cdm/2015/index.htm

DAMAGES / REMOVAL / REFIT / MAKING GOOD:

Whilst damages cannot be completely mitigated, we will always work in a controlled manner to ensure removal and refit is as damage free as reasonably possible, any damages caused will be made good prior to our completion of the job.

INTERNAL FINISH:

Internal finish will be plaster if priced for, left unpainted.

If no internal plaster finish is requested then the internal finish will be trimmed as standard.

We do not fit internal window boards, unless requested to do so by the customer. Window boards are available in a variety of materials, but most commonly UPVC, MDF or OAK, these are deemed as additional remedial works which are subject to charges.

RENDER, PEBBLE DASH, BRICKWORK:

External finish will be the original material, unpainted finish.

Brick horns, pebble dash, or mortar should be requested for the external finish at your 1st measure or final measure appointment so the appropriate costs for labour & materials can be added to your quotation.

If silicone render is intended, this must be done after the completion of the window installation.

We do not “make good” silicone render.

Please laisse with your rendering contractor to ensure any windows / doors / conservatories etc are installed PRIOR to the silicone render application or any other external finish which may impeed on the window and/or door frames.

EXTERNAL FINISH:

The external finish may be trimmed; this is standard practice for our installation.

Any specialist finishing required should be put in writing by the customer prior to installation, specialist finishes e.g. mortar finish, brick horn replacements, RAL specific cills etc are subject to charges.

External mortar finishes are completed to the sides of the opening’s only, unless specified by the customer in writing for a mortar finish above and below the window, this additional work is subject to charges by the company for added materials and labour time.

Overhead arches / shaped arches above windows, more commonly found in period properties will be replaced with UPVC boards cut to shape, unless an alternative material is specifically requested, this will be subject to additional charges.

DEFECTS / SNAGS / DISCREPANCIES:

Any defect in the installation must be notified to the company in writing within 48 hours of completion of the said works.

The company accepts no responsibility for any damage resulting from structural or latent or inherent defects in the customers property and shall not be liable whatsoever in respect of consequential loss.

The company accepts no responsibility for defects or damage caused by carelessness or neglect by the customer. 

If there are snags / discrepancies of any kind, Reputation Windows Ltd will advise the customer to retain a value of the invoice representative of the remedial work requited until such discrepancies are rectified (only applicable to non-finance customers on a supply & install basis), the remaining balance will then be payable on the day of completing the snag/discrepancy.

The company will not be responsible for damage to letter boxes, door knockers, locks or handles caused by neglect, wear and tear or misuse (all guarantees issued by the manufacturers for hardware, ancillary products, glass units etc. shall be paralleled by the company, please refer to the guarantee section for further details).

PRODUCT PERFORMANCE, VISUAL STANDARDS, INDUSTRY TOLLERANCES & ACCEPTABLE DEFECTS:

(The GGF Rule) Glass Inspection: Glass units are manufactured to strict industry standards. Visual inspections for scratches, optical bubbles, or minor inclusions must be conducted from a distance of no less than 2 meters, looking directly through the glass at a 90-degree angle under natural daylight. Minor imperfections that fall within the Glass and Glazing Federation (GGF) guidelines do not constitute a product defect and are not valid reasons for non-payment or replacement.
Condensation: Double glazing reduces heat loss but does not eliminate internal surface condensation, which is caused by ambient indoor humidity and lack of ventilation. We accept no liability for internal room condensation. Replacement windows are installed with trickle vents, you are encouraged to use them for adequate ventillation.

We will install to the industry guidelines, FENSA & GGF guidelines.
All products are mass manufactured, finishes & discrepancies that fall outside of the normal viewing conditions shall not be replaced.
Any products which are found to be faulty in any way, which fall within the industry tolerance will be investigated & repaired or replaced as needed.
There is absolutely NO guarantee the replacement installation will perfectly match your existing domicile materials.

GLASS & GLAZING:

The type of individual panes of glazing units and their arrangement shall be determined by the company and only glass acquired from manufacturers of the highest reputation will be used in the company’s glazing units.

The specification of the glass used shall be determined by the company having regard to safety and normal glazing practice.

No liability is accepted by the company for optical effects caused by natural phenomena or blemishes not guaranteed by the manufacturers glass, and in particular no undertaking, guarantee or warranty is given by the company, its employees, servants or agents the installation of the company’s products will reduce or eliminate condensation.

Modern glass may present a tinted effect due to its energy efficient coating.

All glass units come with an industry standard guarantee of 5-years.

Glass units with leadwork may present an appearance which is not uniformed in colour, this is due to the natural material of lead and the process of oxidisation.

All sealed units will be installed inline with the GGF guidelines, any defects which fall outside of the GGF’s “normal viewing” conditions will not be replaced, unless the cost is borne by the customer.

HEALTH & SAFETY, COMPLIANCE & BUILDING REGULATIONS:

Part A: structure

Part B: fire safety (all habitable rooms on upper floors must have escape windows).

Part C: site preparation & resistance to contaminants & moisture

Part D: toxic substances

Part E: resistance to the passage of sound

Part F: ventilation (habitable rooms & kitchens require 8,000mm EA per room for multi-storey houses, and 10,000mm EA in single story homes).

Part G: sanitation, hot water safety & water efficiency

Part H: drainage & waste disposal

Part J: combustion appliances & fuel storage systems

Part K: protection from falling, collision & impact

Part L: conservation of fuel & power (u-values of 1.4W/m2k or better, window energy ratings WER’s of B or better, heat loss).

Part M: access to & use of buildings

Part N: glazing safety (The regulation states that safety glazing is required for “critical locations”. These are deemed as any section of a window that falls below 800mm from the finished floor level (FFL) and any section of a door or window located within 300mm either side of a door, up to 1500mm from FFL).

Part O: overheating

Part P: electrical safety

Part Q: security

Part R: electronic communications

Part S: infrastructure for charging electric vehicles

Part T: toilet accommodation

Regulation 7: materials & workmanship

It is the customers’ responsibility to declare any medical conditions or illnesses that may be triggered or affected by the installation process.

Things such as dust, noise and use of adhesives is unavoidable and it is the sole responsibility of the customer to safeguard themselves appropriately

During the installation.

Reputation Windows LTD accepts no responsibility for any incidents arising from these situation.

PHOTOS / VIDEOS FOR USE ON SOCIAL MEDIA PLATFORMS:

We may take photographs/videos before, during & after of work shown on the contract. The company will only collect photos and videos relevant to the work being carried out. You agree that these images/videos may be used for social media and marketing purposes. The photos and/or videos will be for the purpose of advertising & demonstrating our services. These may be used on our online social media platforms as well as our suppliers or other selected parties within the industry. This includes, but is not limited to:

ADVERTISIING OUR SERVICES:

On completion of installation Reputation Windows Ltd will display sign written boards outside of the customers property, we will remove these boards 4 weeks after installation. If you oppose this, please advise us in writing at: [email protected]

MADE TO MEASURE ITEMS:

Made to measure products are custom made & designed to your precise requirements. Once made, our products are suitable only to you and therefore cannot be cancelled or returned. Because of this it is extremely important that you are sure about the product(s) that you want. We strongly advise that you take advantage of our public showroom before placing an order to gain a sound understanding of the products before committing to an order.

All quotes & orders are provided with CAD images to best display the intended designs of any windows and/or doors prior to order commitment. The documents submitted are provided by Windows Designer, intended for easy interpretation by domestic customers. Absolutely no CAD drawings, digital or printed images present an exact representation of the final product.

All goods ordered under this contract are purpose made specifically for the customers particular requirements and as such cannot be re-sold to third parties.

If you have any questions or queries, please put these in writing so a team member can assist you: [email protected]

Reputation Windows Ltd cannot be held responsible if you dislike the colour or the general quality of the product. We strongly recommend that you double check your order to ensure that the product specifications are correct. Colour swatches are available at our showroom; customers should be aware digital or printed images are not an exact representation of colours/finishes.

All descriptions, specifications, drawings and particulars of weights and dimensions submitted by the company are to be deemed to be approximate only and descriptions and illustrations in sellers’ catalogues and other advertising matter shall not form part of the contract.

When ordering your goods, you are agreeing to a legal binding contract. According to the Consumer Contracts Regulations 2013, made to measure goods, are excluded from this legislation and the 14-day cancellation rights do not apply. Further information can be found at: https://assets.publishing.service.gov.uk/media/5a817b92ed915d74e33fe73a/bis-13-1368-consumer-contracts-information-cancellation-and-additional-payments-regulations-guidance.pdf

RIGHTS TO CANCEL:

Reputation Windows Ltd operates its business in a fair manner for its customers. If we are in a position to cancel an order and offer a partial or full refund to customers in exceptional circumstances we will do so. However, this is not always possible. If you need to make changes or cancel your order it is crucial you notify us immediately in writing to: [email protected]

We strongly advise that you check all of your paperwork thoroughly prior to ordering. In all other circumstances, you cannot cancel the contract. You should sign it only if you will keep to the conditions. All items supplied by Reputation Windows Ltd are made to measure / made to order items specific to the address the installation is intended at, and are therefore covered by the Bespoke / Custom Goods Waiver, meaning the statutory right to cancel (The Cooling-Off Period of 14-days) does not apply. For this reason, it is absolutely crucial you check all of your finalised specifications on your quotation & corresponding invoice before paying your non-refundable deposit. By wavering your rights, if you subsequently cancel, you will be liable for the direct cost of all materials manufactured up to the point of cancellation, alongside administration fees and surveying fees.

Please see below for further details:

DEPOSIT NOT YET PAID:

DEPOSIT PAID:

WARRANTIES & GUARANTEES:

All guarantees issued by the manufacturers for hardware, ancillary products, glass units etc. shall be paralleled by the company.

UPVC Profile: 10 Years

UPVC Framework: 10 Years

Aluminium Profile: 10 Years

Timber Profile: 10 Years for painted / 5 Years for stained

Aluclad Profile: 10 Years for painted / 5 Years for stained

Glass Units: 5 Years (stained glass & lead not covered for fading or oxidisation)

UPVC Door Panels: 5 Years

Hardware: 2 Years (discolouration not covered)

Moving Parts: 2 Years

Composite Door Slabs: 10 years

External Snags/Repair Work: 6-Months

*If any of these are installed within 5000 meters of a costal location the warranty period decreases by 50%*.

Voiding of Guarantee: All product and workmanship guarantees are strictly contingent upon full payment of the contract. If any balance remains unpaid, all warranties are immediately null and void, and no service calls or remedial snags will be actioned. Damages and neglect caused by the customer or other parties, are not covered on your warranty.

COMPLAINTS:

Complaints should be submitted in writing to: [email protected]

For the purpose of actuate record keeping, we cannot accept complaints over the telephone.

Complaints must be submitted in writing, with the conversation logs remaining visible at all times. This ensures that all points raised by you have been documented, with the view of providing a course of action and intended outcome for each point made.

In order to support your complaint, we may request evidence in the form of photos and/or videos, this is not to question your complaint, it is to substantiate and support the complaint you are making.

To ensure a fair review of your complaint, our team will investigate all claims against internal records, system logs, and documentation. Please note that any attempts to fabricate, mislead, or exaggerate information during this process may result in the immediate closure and permanent dismissal of your complaint.

If the details provided do not match our system records or security logs. We cannot proceed with an investigation based on conflicting information. If accurate & supporting evidence cannot be provided, we will be required to close the case without further action.

ALTERNATIVE DISPUTE RESOLUTION:

In the event of a complaint, we will liaise with you to determine the best course of action to resolve the dispute. Customer complaints can be lengthy and time consuming when dealing with multiple manufacturers, we will endeavour to keep you updated on the progress of your complaint.

In the event that a customer complaint cannot be resolved in house, we will appoint an alterative dispute resolution 3rd party to mediate the situation.

THE CONSUMER RIGHTS ACT 2015 & THE RIGHTS TO REMEDY:

Under the consumer rights act 2015, we are entitled to a visit to remedy any complaint you may have. It is not always possible to satisfy a customer complaint in 1 visit, in some circumstances, multiple visits are needed to satisfy a complaint and meet the outstanding needs of the customer.

POST-INSTALLATION SITE VISITS:

It may be necessary to carry out one or more site visits in order to investigate and satisfy a complaint. Site visits may include 3rd parties such as, but not limited to, manufacturing representatives, industry compliance representatives, insurance representatives. The purpose of site visits is to obtain evidence and gather a better understanding on a timeline of events, actions and outcomes.

Site visits include the need for photos, videos, audio and visual recordings to accurately record time and date stamped evidence.

AFTERCARE:

SMOOTH FRAMES (upvc, aluminium, timber, timber Aluclad): Clean using warm water and a damp microfibre cloth. Do not abrasive cleaners as this will damage the finish of the frame. Solvent cleaner may be used on SMOOTH WHITE UPVC only.

FOILED OR POWDER COATED FRAMES (upvc, aluminium): Clean using warm water and a damp microfibre cloth. Do not use solvents or abrasive cleaners as this will damage the finish of the frame. Industry specific “foil safe” cleaning solutions are available.

PAINTED / SPRAYED FRAMES (upvc, aluminium, timber, timber Aluclad): Clean using warm water and a damp microfibre cloth. Do not use solvents or abrasive cleaners as this will damage the finish of the frame.

HINGES & CHANNELS (all materials): Clean hinge channels and runners using warm water and a damp microfibre cloth and allow to FULLY DRY. Lubricate hinge mechanisms using lithium white grease or silicone spray. Do not use solvent degreasers or rust busting solutions such as WD-40 as this will wash away any lubrication and cause corrosion.

LOCKS & KEY BARRELS: Lubricate using graphite powder only. Do not use degreaser or rust busting solutions such as WD-40 as they will wash away any lubricant and cause corrosion.

GLASS PANELS: Clean using warm water & a damp microfiber cloth or appropriate window cleaning solutions and a soft micro-fibre cloth. Do not use solvents or abrasive cream cleaners as this will compromise any protective film or tinting on the glass.

DAMAGES & NEGLECT:

Any faults reported which are found to be as a result of blatant damage, neglect or misuse, are subject to charges. The customer shall bare the full cost of any site visits required to diagnose the problem, and further bare the cost of any materials and/or labour needed to resolve.

AFTERCARE PACKAGES:

We stock industry approved products for the cleaning & maintenance of your new windows & doors, for more information please contact: [email protected]

Basic aftercare package for cleaning only 

Comprehensive aftercare package for cleaning & maintenance

Version: 1st Jan 2020

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