1. For these Terms & Conditions the following words shall have the following meanings:

(a) “The service provider” shall mean Horwood Ltd.

(b) “The Customer” shall mean the person or organisation for, whom the Company agrees to carry out works & supply materials.

(c) “The Engineer” shall mean the representative appointed by Horwood Ltd.

1.2 Horwood Ltd reserves the right to refuse or decline work at its discretion. When Horwood Ltd agrees to undertake works for the customer, this will be done so by authorised representatives of Horwood Ltd only.

1.3 When the date and the time are agreed upon by Horwood Ltd with the Customer, then Horwood Ltd shall use its best endeavours to ensure that the operative shall attend on time. However, Horwood Ltd accepts no liability in respect of the non-attendance or late attendance on site of the engineer or for the late or non-delivery of materials. The client will be notified near the expected date if work needs to be delayed

1.4 Site preparation – Horwood Ltd, require that the site be cleared by the customer before the commencement of works. If this is not done, we will charge a delay fee, and invoice for any clearing work.

1.5 Damage – Horwood Ltd, accept no responsibility for any damage to the property by other parties whether structural or aesthetical whilst undertaking any work.

1.6 Photography – Horwood Ltd, reserves the right to photograph the work as it progresses.

1.7 Estimate or Quotation. The estimate is an approximation and is not guaranteed. The estimate is based on information provided by the client regarding project requirements. Actual costs may change once the project starts and estimates are open for 30days

2. Payment and Charges

2.1 Up to £500

2.1)a. The customer must pay Horwood Ltd on completion of temporary or permanent work done, and material used.

2.1)b. occasionally, if the material is purchased by us or Horwood Ltd is carrying out gas works we have the right to request the payment upfront.

2.1)c. If a third party (tenant/vendor/agent/employee/family member/) is acting on behalf of the owner/landlord/landlady, then 25% deposit payment is required in advance.

2.2 £500 to £5000

2.2 a) Horwood Ltd reserves the right to agree with the client in some situations (any amount) to pay the full amount up front if the company feels it is appropriate to do so.

2.2)b If the owner is not present at the property, and the work is supervised by a third party / Tenant, Agent, Vendor, or Family member / we reserve the right to require the full payment upfront.

2.2)c 25% deposit required on commencement of works, and 75% on completion of works.

2.3 £5000 upwards

2.3)a 30% deposit, and 70% on completion of works, unless other arrangements for stage payments on larger jobs are agreed upon with the client before commencement.

2.3)b Horwood Ltd reserves the right to agree with the client in some situations to pay the full amount up front if the company feels it is appropriate to do so.

2.4 Material: Horwood Ltd will charge for non-stock material

2.5 Standard of work: All work will be carried out to a thorough standard, and materials used will be of current British Standard requirements. If different materials are requested other than those quoted, then the price will be adjusted accordingly.

2.6 We reserve the right to collect unpaid debts using our Debt Collection Agency.

2.6) If the Client fails to make any payment, Horwood Ltd may charge interest on the outstanding amount(s) at the rate prescribed by the Penalty Interest Rates Act 1983 (Vic) from the due date of payment until the date of full payment.

2.7 Call-Out Fees & Charges

(a) Horwood Ltd charges a minimum 1-hour call-out fee for all appointments, regardless of work carried out. (This covers the booked appointment time, the engineer’s salary, the petrol, etc.) This includes works quoted on an hourly rate or fixed-price work. If for any reason we are unable to carry out works during attendance, the minimum 1-hour call-out fee would still be payable for our attendance, plus the cost of any additional labour time over the first hour, and parts/materials if used.

(b) Where the customer is represented by a third-party person(s) or agent(s) (such as a managing agent, landlord, tenant or another occupier, friend, family, contractor or another representative), in the event of non-payment by the customer, the third party will be responsible for full payment unless Horwood Ltd has agreed otherwise in writing before any works commencing.

(c Horwood Ltd will be under no obligation to provide or issue any guarantees, certificates or other similar documents to the customer for works unless payment has been made and received in full.

2.8 Payment Methods

1) Credit/Debit Cards, Chip and Pin – Our engineers can carry portable chip and pin machines that provide a safe, secure and convenient way for you to pay for work that has been carried out, in the comfort of your own home, on receipt (on a site) of invoice (via e-mail) once your job is completed. This will need to be requested before the date of works.

2) BAC Transfers are accepted, if a deposit invoice has been issued then this will need to be paid before appointment

3. Guarantee

3.1 No guarantee will be given on materials provided by our customer. But there is still a labour warranty. We only provide quality materials from well-known brands that we are used to dealing with.

Non-Guaranteed work

If the customer asks Horwood Ltd.’s engineer or plumber to go ahead and repair old damaged parts even though our plumber has advised against it: (Any work is undertaken on instruction from you and against the written or verbal advice of the tradesperson)

• Unfortunately, in cases like this, Horwood Ltd guarantee does not apply.

(For example: If the Customer wants a engineer to put a new part in an old damaged unit, it is likely to break down again soon. We can also book a visit, but this will be chargeable)

3.2 The Contractor will not guarantee any work undertaken on instruction from the Client and against the written or verbal advice of the Engineer. Work is guaranteed only in respect of work directly undertaken by the Contractor where payment in full has been made. Any non-related faults arising from recommended work that has not been undertaken by the Contractor will not be guaranteed.

3.3 Guarantee Exclusions:

(a) Systems or structures which were not initially installed or fitted by a suitably qualified workman or fitted in an unprofessional manner.

(b) Any recall arising from circumstances or factors known to the Client but not notified or disclosed to the Contractor before works were undertaken.

(c) Repaired, modified or tampered with by anyone other than Horwood ltd.’s engineer. Horwood Ltd will accept no liability for, or guarantee the suitability, of materials supplied by the Customer & will accept no liability for any consequential damage or fault.

(d) Horwood Ltd will not guarantee any work in respect of blockages in waste & drainage systems etc.

(e) Horwood ltd shall not be held liable or responsible for any damage or defect resulting from work not fully guaranteed or where recommended work has not been carried out.

3.4 Damage – Horwood Ltd. accepts no responsibility for any damage to the property by other parties (also including the customers, landlords, homeowners, other tradesmen, other companies, handymen etc, anyone other than Horwood’s engineers) whether structural or aesthetically whilst undertaking any work.

3.5 Damage repair – any reparation work requested as a result of damage by other parties will be cost and scheduled separately or declined.

3.6 We don’t provide a warranty on works that have been negotiated or discounted on-site, over the phone or via email.

3.7 We don’t warranty any work which was done to a proper standard, but the customer simply doesn’t like it.

3.8 We only take responsibility for our works. Other works asked to be carried out by the customers while being there, other than our profession are not warranted.

We will not guarantee any work in respect of:

3.5) a. Blockages

3.5) b. Boiler repair, We would not be responsible for any additional leaks or faults caused during works required.

3.5) c. Boiler Services are non-guaranteed works. The boiler service shall mean a gas safety check regulated by gas safe, and visual inspect the boiler if it is safe to use from a gas perspective. We would not be responsible for any additional leaks or faults caused during works required.

3.5) d. Leak fix or leak detection. We are only responsible for the leak we found and fixed. If any other leak arises, Horwood Ltd is not held responsible.

3.5) e. Gas Safety or CP12 if boiler issue arises after.

3.5) f. For the successful location of a significant leak, where we suspect more leaks are present, we will attempt to detect these; however, the first leak may disguise additional leaks.

3.5) g. Additional visits, if required, are charged at the current rate, but we will try to identify everything in a single visit.

3.5) h. We do not carry out repairs when searching for leaks; any repairs made are for damage mitigation only and should be considered temporary. Without any warranty, repairs and materials are at an additional cost.

3.6 Warranty on new boiler installations

Up to a 10-year warranty applies to new boiler installation by the manufacturer. Please note that this is not guaranteed by Horwood Ltd

3.7 Plumbing work

 (a) 6 months of labour

Horwood Ltd provides a 6-month warranty on their work! Materials supplied by them are under warranty until the manufacturer provides a warranty for Horwood Ltd (It is guaranteed by Horwood Ltd until no one else tries to fix the fault in the meantime! (Third-party, other company, manufacturer or customer. As soon as someone else works on it, Horwood’s warranty expires.)

(b)Non-guaranteed plumbing works

If the customer asks Horwood Ltd.’s plumber to go ahead and repair old, damaged parts even though our plumber has advised against it.

3.8 Refusal of repair/recommissioning:

3.8 a) On the rare occasion, that our engineer considers an installation dangerous, or beyond repair, we reserve the right to refuse to recommission even after successful leak detection.
3.8) b. This is at the discretion of the engineer on-site, and the leak detection fee is applicable in all cases.

3.9)1 Damage, Liability & Complaints:

We accept no liability for the following:
1.a. Damage during everyday activities, to detect, access and/or repair a leak.
1.b. Damage caused by undetected leaks/worsening leaks. 
1.c. Failure of a repair or connection to existing pipework.
1.d. Blockage/failure from leak detection, access or repair.

3.9 )2 Inspection Access:

1. We need to ‘see’ the maximum floor area possible; these areas need to be as uncluttered as possible.
   We only undertake destructive or intrusive inspection under instruction.
   Detection method is at our engineer’s discretion, and not all equipment is applicable for every inspection.
   We will try to work around limited access, heavily cluttered areas, refusal of methods or refusal/lack of access that may result in our engineer being unable to conclude his work & our full fee will be due.
2. In multiple occupancy properties (shared accommodation or flats), we may need access to adjacent properties. Where access is not possible, or the leak is beyond the client’s property, this is a chargeable visit.

4. Goods

4.1 The Goods are as described on the invoices, quotation, work authorisation or any other work commencement forms as provided by the engineer to the Client either on the site or via e-mail.

5. Estimate or Online Quote

Horwood Ltd, if requested offers estimated prices or quotes. Estimated price means estimated price, cannot be predicted for 100%. Horwood Ltd always notifies their customers that the ‘Fixed Price’ ‘Estimated Price’ and ‘Quote’ can change once they are on-site, and they are only 90% accurate. If the ‘Fixed Price’ ‘Quote’ ‘Estimate ‘ has to change and results in dissatisfaction, and the client refuses to pay the full remaining amount, Horwood Ltd holds the right to refuse to carry out the underestimated work, because the customer was aware of a possible change.

6. Complaints

6.1 Horwood Ltd always endeavours to provide the best service and products for its customers. However, on rare occasions, there may be times when customers may not be completely satisfied. To ensure put things right as soon as possible, please read the complaints procedure below and Horwood Ltd will respond promptly to ensure complete satisfaction. As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards. In the unlikely event there is anything the client is not completely satisfied with, encourage them to contact Horwood Ltd.’s office as soon as they can. Horwood Ltd.’s admins can rectify any problems at office@horwoodltd.com

If the complaint arises out of something for which Horwood Ltd is liable, we will put matters right as soon as reasonably possible at no cost to the Client. If Horwood Ltd will undertake work in response to a complaint that does not arise out of work that they have carried out, then they will make a charge to the Client. When Horwood Ltd attend to look into the Client’s complaint, the Client will first be asked to sign that they agree to pay for the visit and any works carried out if it is found that the complaint arises out of something for which Horwood Ltd is not liable.

Horwood Ltd has a right to stop dealing with customers who are angry, arrogant, or not right. Any harassment of their staff, over the phone, via email or on-site will bring serious consequences. If Horwood Ltd offered a resolution, closed the matter and still received calls or emails regarding the matter, has a right not to reply. Horwood Ltd also holds the right to stop offering a resolution to those who damaged their reputation online, verbally, on social media or any other platform.

7. Cancellation

7.1 Subject to these conditions any order accepted by Horwood Ltd shall not be cancelled deferred or altered by the customer except with the written agreement of Horwood Ltd.

7.2 The client will forfeit a deposit equal to 25% of the total job cost, upon acceptance of the estimate should works be cancelled before the planned start date. If works are cancelled by the client within the duration of the works, then any deposit shall be forfeited and a charge made for any works completed or materials purchased as deemed reasonable by Horwood Ltd.

7.3 If the Client wishes to cancel an appointment for a visit by Horwood Ltd.’s engineer, over 24 hours, they are free to do so, over the phone, or via email. The cancellation is valid only if Horwood Ltd confirms.

If the cancellation is made less than 24 hours before the time scheduled for the appointment, the Client must pay a cancellation fee.

7.4 The cancellation must be done by phone during in-office hours (Monday – Friday 8:00 am – 3:00 pm), via e-mail (during work hours, but it has to be confirmed Horwood Ltd. If the work is due on Monday morning, we accept cancellations before 3pm on Friday. If there is no response from the office, the cancellation is not accepted or valid). Please ensure that Facebook Messenger messages, WhatsApp messages or other communication via another Social Media Platform is not acceptable for cancelling planned works).

Office phone number is 01371499723

Office mobile 07398818864      

Office email office@horwoodltd.com

8. Health and Safety

87.1 Horwood Ltd, take the Health and Safety of our Customers and Staff exceptionally seriously and have comprehensive arrangements in place to ensure that we comply with all legal obligations in this respect. We do however expect that all customers take reasonable care and responsibility for their health and safety whilst our operatives are on-site and follow any health and safety instructions given by our investigators for the duration of the works. A copy of Horwood Ltd Public Liability Insurance is available upon request.