Terms of Service

1. Introduction

These Terms of Service ("Terms") govern the provision of building repair and construction services by My Trusted Builder Ltd (trading as Ealing Emergency Builders, "we", "us", "our") to customers ("you", "your", "the Client").

By requesting a quote, accepting our services, or allowing work to commence on your property, you agree to be bound by these Terms. Please read them carefully before proceeding.

2. Definitions

In these Terms, the following terms have the meanings set out below:

• "Services" means all building repair, construction, emergency response, and related services provided by us
• "Quote" or "Estimate" means our written or verbal proposal setting out the scope of work and pricing
• "Contract" means the agreement between you and us formed when you accept our Quote
• "Site" means your property or premises where the Services are to be carried out
• "Completion" means the date when all Services under the Contract have been finished

3. Scope of Services

These Terms apply to all emergency and non-emergency building services we provide, including but not limited to:

• Emergency structural repairs and make-safe works
• Roof repairs, leak containment, and weatherproofing
• Water damage assessment, drying, and restoration
• Electrical repairs and safety works
• Reinstatement and finishing works
• General building and construction services

The specific scope of work for your project will be detailed in your Quote, which forms part of the Contract.

4. Quotations and Estimates

4.1 Site Assessment

We provide free initial site assessments for most projects. During the assessment, our representative will inspect the damage, discuss your requirements, and explain the proposed scope of work.

4.2 Quote Validity

Written Quotations are valid for 30 days from the date of issue unless otherwise stated. After this period, prices may be subject to revision due to changes in material costs or labour rates.

4.3 What's Included

Our Quotations will clearly specify:

• The scope of work to be carried out
• Materials to be used (including quality/grade where relevant)
• Labour costs
• Waste removal and disposal (where included)
• VAT at the prevailing rate

4.4 What May Not Be Included

The following items may be excluded unless specifically stated in your Quote:

• Work to rectify defects caused by other contractors
• Decoration beyond making good immediate work areas
• Removal of hazardous materials (asbestos, lead paint, etc.)
• Specialist cleaning services
• Work required due to unforeseen conditions (see Section 9)

5. Payment Terms

5.1 Payment Schedule

Unless otherwise agreed in writing, the following payment terms apply:

• For work under £1,000: Full payment due on completion
• For work £1,000 - £5,000: 50% deposit on acceptance, 50% on completion
• For work over £5,000: 30% deposit, staged payments as agreed, final 10% on satisfactory completion

5.2 Payment Methods

We accept the following payment methods:

• Bank transfer (preferred)
• Credit/debit cards (Visa, Mastercard)
• Cash (for amounts under £500)

5.3 Late Payment

If payment is not received by the due date:

• We may charge interest at 8% per annum above the Bank of England base rate
• We reserve the right to suspend work until payment is received
• For overdue accounts over 30 days, we may engage debt collection services
• You remain liable for all costs associated with debt recovery

5.4 Insurance Work

For insurance-backed claims:

• You are responsible for payment regardless of insurance settlement timing
• We can liaise directly with your insurer/loss adjuster upon authorisation
• Any policy excess remains payable by you
• If the insurer rejects the claim, you remain liable for all costs

6. Programme and Delays

6.1 Start Dates

We will use reasonable endeavours to commence work on the agreed date. Emergency works typically begin within 24 hours of instruction. Non-emergency works will be scheduled based on availability.

6.2 Completion Times

Estimated completion times provided are approximate and subject to change due to factors including:

• Weather conditions affecting external works
• Access to the Site or specific areas
• Discovery of unforeseen conditions (see Section 9)
• Delays in material deliveries beyond our control
• Changes requested by you to the original scope
• Third-party delays (utilities, local authorities, etc.)

6.3 Working Hours

Standard working hours are Monday to Friday, 8:00 AM to 6:00 PM, and Saturday 8:00 AM to 1:00 PM. Emergency services are available 24/7. Work outside standard hours may incur additional charges.

7. Variations to the Contract

7.1 Client-Requested Changes

If you request changes to the agreed scope of work:

• Changes must be agreed in writing (email is acceptable)
• Additional costs will be quoted before work proceeds
• Time implications will be advised
• Work will not commence until you confirm acceptance

7.2 Unforeseen Conditions

During structural repairs, hidden defects or additional damage may be discovered. In such cases:

• We will notify you immediately
• We will provide a revised quotation for the additional work
• If the additional work is urgent for safety reasons, we may proceed with essential containment measures
• Non-urgent additional work will await your instruction

8. Guarantees and Warranties

8.1 Workmanship Guarantee

We guarantee all workmanship for a period of 12 months from Completion. This guarantee covers defects in workmanship but excludes:

• Normal wear and tear
• Damage caused by third parties or adverse weather
• Problems arising from inadequate maintenance
• Issues caused by other contractors working on the same property

8.2 Manufacturer Warranties

Materials and products installed carry manufacturer warranties where applicable. These warranties are passed to you upon Completion. We will assist with warranty claims but are not liable for manufacturer defects beyond our installation work.

8.3 10-Year Indemnified Guarantee

For eligible structural works, we offer an optional 10-year indemnified guarantee backed by an independent insurance provider. Terms and conditions apply. Details available on request.

8.4 Making a Guarantee Claim

To make a guarantee claim, contact us at [email protected] with:

• Your original Quote/Invoice number
• Description of the issue
• Photographs where possible

We will respond within 5 working days and arrange inspection where necessary.

9. Insurance

9.1 Public Liability Insurance

We hold Public Liability Insurance with cover of up to £5,000,000. Certificate available on request.

9.2 Employer's Liability Insurance

We hold Employer's Liability Insurance as required by law, covering all employees and subcontractors.

9.3 Contract Works Insurance

For larger projects, we can arrange Contract Works Insurance. For smaller works, you should ensure your buildings insurance is adequate and notified of the works.

9.4 Your Insurance Responsibilities

You should:

• Notify your buildings insurer of any structural works
• Ensure your policy covers the property during renovation
• Understand your policy excess and coverage limits

10. Cancellation and Termination

10.1 Cooling-Off Period

Where the Contract was signed away from our business premises (e.g., at your home), you have a statutory 14-day cooling-off period under the Consumer Contracts Regulations 2013. During this period, you may cancel for any reason with full refund of any deposit paid, provided work has not commenced.

10.2 Cancellation After Work Commences

If you cancel after work has begun:

• You must pay for all work completed up to the cancellation date
• You must pay for all materials ordered or purchased for your project
• You must pay reasonable costs for demobilisation and site making safe
• Any deposit will be applied against these costs

10.3 Termination by Us

We reserve the right to terminate the Contract if:

• Payment is not received when due
• You breach any material term of these Terms
• Access to the Site is denied or unreasonably restricted
• Circumstances arise that make completion impossible or unsafe

In such cases, you remain liable for payment for work completed.

11. Site Access and Preparation

You agree to:

• Provide safe and unobstructed access to work areas
• Clear personal belongings from work zones before work begins
• Provide adequate security for the Site when work is not in progress
• Ensure utilities (water, electricity) are available unless otherwise agreed
• Notify us of any known hazards (asbestos, structural instability, etc.)

12. Limitation of Liability

To the maximum extent permitted by law:

• Our total liability for any claim arising from the Contract shall not exceed the Contract value
• We are not liable for consequential losses, loss of profit, or indirect damages
• We are not liable for delays or failures caused by circumstances beyond our reasonable control (force majeure)
• Nothing in these Terms limits our liability for death or personal injury caused by our negligence

13. Force Majeure

We are not liable for failure to perform obligations where such failure results from causes beyond our reasonable control, including but not limited to: acts of God, extreme weather, war, terrorism, civil unrest, government restrictions, epidemics, strikes, or supply chain disruptions.

14. Dispute Resolution

In the event of a dispute:

1. First, contact us directly at [email protected] to attempt informal resolution
2. If unresolved within 14 days, we may offer mediation through an independent third party
3. If mediation fails, disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales

15. Governing Law

These Terms and any dispute arising from them shall be governed by and construed in accordance with the laws of England and Wales.

16. Contact Information

For questions about these Terms of Service, please contact us: