Terms and Conditions

  1. General Conditions

1.1         By using our Website, you confirm that you accept these Terms and that you agree to comply with them.

1.2         By ordering our Services you accept that delivery of these Services will be subject to these Terms and Conditions which are also referred to in any Quote or Estimate that you will receive from us. If you do not agree to these Terms, you must not order our Services or use our Website.

1.3         The Contract shall commence when you make an Order and shall continue for as long as it takes us to perform the Services.

1.4         We may amend these Terms from time to time. Every time you wish to use our Website, please check these Terms to ensure you understand all provisions that may affect you. We recommend that you print a copy of these Terms for future reference.

1.5         Our Website is made available free of charge and we do not guarantee that our Website, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our Website for business and operational reasons.

  1. On-Line Terms

2.1         These Terms will apply to your use of our Website in general and to the purchase of the Services and Materials by you.

2.2         These are the terms on which we sell all Services to you. By requesting any of our Services, you agree to be bound by these Terms. You can only purchase the Services and Materials from us if you are eligible to enter into a contract and are at least 18 years old.

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

  1. Definitions

Business Day means a day other than a Saturday, Sunday or public holiday in England when banks in London are open for business.

Consumer means an individual acting for purposes which are wholly or mainly outside his or her trade, business, craft or profession.

Contract means the legally binding agreement between you and us for the supply of the Services, the provision of which are contained in the Quote and these Terms.

Property means your home or premises or other location where the Services are to be supplied, as set out on our Quotation or Estimate.

Fees means the sums payable by you under any Contract for the Supply of Services and any Materials’

Materials means any Materials that we supply to you with the Services, including but not limited to double glazed units, of the number and description as set out in the Quote.

Order means the Customer’s acceptance of any Quote in writing or verbally, either in person or over the phone.

Privacy Policy means the terms which set out how we will deal with confidential and personal information received from you via the Website.

Quote or Estimate means an offer to supply Services and Materials to you in writing subject to these Terms.

Services means the services advertised on the Website, including any Materials, of the number and description set out in the Quote / Estimate.

Website means our website https://www.sussexdoubleglazingrepairs.com on which the Services are advertised.

  1. Our Services

4.1         Our range of Services is detailed on our Website. Any description is for illustrative purposes only and there may be small discrepancies in the size and colour of any Materials supplied.

4.2        The Services and Materials we provide to you are made to your specific requirements, it is your responsibility to ensure that any information or specification you provide is accurate.

4.3         All Services which appear on the Website are subject to availability.

4.4         We reserve the right to make changes to the Services which are necessary to comply with any applicable law or safety requirement. We will notify you of these changes.

  1. Customer responsibilities

5.1         You must co-operate with us in all matters relating to the Services and provide us with access to any premises under your control as required. You must also provide us with all information required to perform the Services and obtain any necessary licences and consents (unless otherwise agreed).

5.2         Failure to comply with the above condition entitles us to suspend the Services until you remedy it or if you fail to remedy it following our request, we can terminate the Contract with immediate effect on written notice to you.

5.3         Where applicable you must consult the owner of your property in regard to the Services and gain consent before ordering the Services. This includes sharing details of the proposed materials to be used.

5.4        It is your sole responsibility to inform us of:

  • Any legal obligations or permission that may be relevant to carrying out the Services including but not limited to bylaws and planning permission.
  • Any hazards which we might come across whilst performing the Services.

5.5         If you have not informed us of any of the considerations mentioned above prior to commencement of delivery of the Services, we accept no responsibility for any issues that may arise due to either contraventions of planning or other legal obligations.

  1. Personal information

6.1         All information we retain is strictly governed under the Privacy Policy.

6.2         We may contact you by phone, e-mail or other communication methods and you expressly agree to this.

  1. Basis of Sale

7.1         Once you contact us for an estimate via phone or email, we will endeavour to get back to you and provide you with a Quote within x5 workings days where possible.

7.2         If you accept the Quote and make an order by confirming in writing (including email, txt or social media channels), a Contract will be formed for the Services which will be governed by these Terms. Therefore, you must ensure that the Quote is complete and accurate and inform us immediately of any errors prior to acceptance so that we can revise the Quote accordingly. No variation of the Contract, whether about description of the Services, Fees or otherwise, can be made after it has been entered into unless the variation is agreed by the Customer and the Supplier in writing. and any such changes may incur extra fees.

7.3         Any Quote is valid for a maximum period of 90 days from its date and providing the same or equivalent parts are still available, however we will attempt to honour the quote indefinitely unless there has been an increase in operating costs.

  1. Payment & Fees

8.1         The Fees and any additional information will be clearly set out on the Quote or Estimate.  Prices for our Services are mainly calculated on a fixed rate basis but are subject to variation.

8.2         If you wish to add to the Services as outlined in the Quote, then this will be chargeable. In particular, if you wish to add to the Services as outlined in the Quote or if any information provided by you prior to the issuance of the Quote is incorrect leading to an increased cost for us in supplying the Services you require, then an extra charge will be applicable. We will notify you of the extra cost prior to undertaking any additional work.

8.3         All Fees and charges are inclusive of VAT.

8.4         Payment for the Services must be made in full within 10 Business Days of completion of the Services unless the performance of the Services is subject to a dispute. If payment of the Fees has not been made in full after 10 Business Days following completion of the Services and there is no dispute over the delivery of the Services by us, we charge interest at a rate of 8% per annum until the payment is made in full.

8.5         All payments must be made via cash, debit or credit card, cheque or BACS transfer to our bank account as per the Invoice supplied.

  1. Carrying out the Services

9.1         We will carry out the Services at the Property by the time or within the agreed period or, failing any agreement within a reasonable time period.

9.2         Unless there are events beyond our control, if we do not carry out the Services on time, you can treat the Contract at an end if:

9.2.1      we have refused to carry out the Services, or if performance on time is essential taking into account all the relevant circumstances at the time the Contract was made, or we had agreed before the Contract was made that performance on time was essential; or

9.2.2      after we have failed to perform the Services on time, you have specified a later period which is appropriate to the circumstances and we have not performed the Services within that period.

  1. Limitation of Liability

10.1       Risk of damage to, or loss of, any Materials will pass to you when the Materials are delivered to you.

10.2       You will not own the Materials until we have received payment for the Services in full. If full payment is overdue, we can choose, by notice to cancel the performance of the Services and end any right to use the Materials, in which case you must return the Materials or allow us to collect them.

  1. Cancellation

11.1       We may end the Contract at any time by writing to you if you commit a breach of these Terms as follows:

11.1.1 you do not make any payment of Fees to us when it is due, and you still do not make payment within 5 Business Days of us reminding you that payment is due: and/or

11.1.2   you do not, within a reasonable time, allow us to perform the Services at your Property.

11.2       As the Services we perform and the most of the Materials we install are bespoke and fitted to your requirements, you do not have any statutory right to cancel or change your mind once an Order has been made.

11.3       If you wish to cancel the Services, providing that notice of cancellation is provided to us with no less than x7 Business days’ notice prior to the agreed commencement date of the Services, you may incur a cancellation fee of the cost of Materials if already incurred by us.

11.4       If you cancel the Services within x7 Business days of the planned commencement date of the Services, you may be liable for the entirety of the Fees due under the Contract.

11.5       In respect of any Materials that we supply that are non-bespoke, you do enjoy your statutory rights to cancel the Contract for any reason within 14 days of receipt of the Materials if they have not been installed. In order to cancel the order of these Materials, please contact us with your name, address and details as soon as possible.

11.6       If you cancel in accordance with Clause 11.5 above, the costs of returning the Materials to us or the manufacturer (if applicable) will be borne by you.

11.7       To exercise the right to cancel, you must inform us of your decision to cancel this Contract by a clear statement setting out your decision by contacting us. We will then communicate to you an acknowledgement of receipt of such cancellation in a Durable Medium (for example by email) without delay.

12. Warranties & Guarantee

12.1       Subject to your compliance with the maintenance obligations below and provided we have supplied the Materials used in delivering the Services, we offer a quality guarantee on the Services, the period of which varies from 1 to 10 years depending on the Services performed and the Materials installed. We reserve the right to apply a small Labour charge after 12 months depending on location and urgency.

Sealed Glass Units = 5 years (labour charges may apply depending on location and urgency)

Door / Window Hardware and Furniture have various warranty terms depending on the manufacturer. (Most warranties will range from 12 months to 3 years)

12.2       Where Materials are covered by their own retail or manufacturer’s warranty, we shall pass on these same warranties to you. Sussex Double Glazing Repairs will not be liable for warranties should the manufacturer cease trading. 

12.3       For the avoidance of doubt, you will not be able to benefit from our guarantee and it will become invalid if:

12.3.1    Any installed Materials have been modified or tampered with by anyone other than us without our knowledge and approval.

12.3.2   The installed Materials have been damaged due to misuse, neglect or lack of maintenance    by you or from causes beyond our control (e.g. vandalism).

12.3.3    If there are minor imperfections within the replacement glass and outside the scope of the visual quality standard of the Glass & Glazing Federation.

12.3.4   Surface condensation appears on any replacement glass other than between the panes of glass

12.3.5   The defects or faults you seek to rectify are due to normal wear and tear.

12.3.6   You fail to carry out adequate cleaning and/or maintenance of any replacement glass or hardware in accordance with any instructions given by us.

12.3.7   The defects or faults you seek to rectify are caused by an act of God, including but not limited to, lightning, storms, flooding or high winds; or

12.3.8   The defects or faults that you seek to rectify have been caused by pre-existing issues with the Property.

12.4       If you sell your Property in which the Services have been performed, then we will, on request, transfer the unexpired part of a guarantee on Sealed Glass Units up to a maximum of 5 years from initial installation date. Labour charges will apply.

We reserve the right to consider any change in the Property’s use prior to agreeing to a transfer of guarantee, for which a fee may be charged.

  1. Circumstances beyond the control of either party

13.1       In the event of any failure by us to complete the Services due to something beyond our reasonable control we will advise you as soon as reasonably practicable and our obligations will be suspended so far as is reasonable. We will not be liable for any failure which we could not reasonably avoid.

  1. Website & Intellectual Property

14.1       The content on our Website is provided for general information only and is not intended to amount to advice on which you should rely.

14.2       Where our Website 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 as we have no control over the contents of those sites or resources.

14.3       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.

  1. Privacy

15.1       We respect your privacy and comply with the General Data Protection Regulation regarding your personal information.

15.2       These Terms and Conditions should be read alongside, and are in addition to our policies, including our Privacy Policy.

15.3       For the purposes of these Terms and Conditions:

‘Data Protection Laws’ means any applicable law relating to the processing of Personal Data, including, but not limited to the Directive 95/46/EC (Data Protection Directive) or the GDPR.

‘GDPR’ means the General Data Protection Regulation (EU) 2016/679.

‘Data Controller’, ‘Personal Data’ and ‘Processing’ shall have the same meaning as in the GDPR.

15.4       For any enquiries or complaints regarding data privacy, please contact us.

  1. Limitation of liability

16.1       We shall only be liable for rectification or a refund for the Services carried out and our liability shall be capped at the total amount paid by you under the Contract.

  1. Complaints

17.1       The Contract (including any non-contractual matters) is governed by the law of England and Wales.

17.2       Disputes can be submitted to the jurisdiction of the courts of England and Wales or, where the Customer lives in Scotland or Northern Ireland, in the courts of respectively Scotland or Northern Ireland.

17.3       We try to avoid any dispute, so we deal with complaints as follows: If a dispute occurs customers should contact us to find a solution. We will aim to respond with an appropriate solution within 5 business days.

17.4       In the unlikely event that a dispute persists beyond a complaint, we favour using the Dispute Resolution Ombudsman, an impartial dispute resolution service. For more information or contact, please visit https://www.disputeresolutionombudsman.org/which-trustedtraders-partnership.