Terms & Conditions

1. Introduction

These terms govern the services provided by S C Sash Windows, a business owned and run by Simon Connors, working across North London & South Hertfordshire. “We”, “us” and “our” mean S C Sash Windows; “you” means the person or organisation engaging us. By accepting a quotation from us, or asking us to begin work, you agree to these terms. Nothing here affects your legal rights as a consumer under the Consumer Rights Act 2015.

2. Definitions

• We / us / our: S C Sash Windows (Simon Connors).
• You / your: the customer engaging our services.
• Services / work: sash window repair, restoration, draught-proofing, and the supply and fitting of new and double-glazed sash windows, together with any related joinery.
• Quotation: the written price and description of works we send you.
• Survey: our free, no-obligation inspection of your windows before we quote.

3. The services we provide

We are an independent specialist in timber sash windows: repair, restoration, draught-proofing, and the replacement of box sash and related windows, plus associated timber repairs. We work repair-first, always recommending the least invasive, best-value option where a window can sensibly be saved. All work is carried out by Simon personally; we do not use subcontractors or commission-based salespeople.

4. Surveys and quotations

Our survey is free and carries no obligation. Afterwards we provide a written quotation setting out the work and a fixed price for it. Unless we say otherwise in writing, a quotation is valid for 30 days from its date. It is based on what can reasonably be seen and assessed at the survey; because sash windows often conceal their condition until opened up, section 9 explains the limited circumstances in which a price may change.

5. Accepting a quotation

A contract is formed when you accept our quotation (in writing, by email, by text, or verbally) and we confirm the work and a start date with you. Please check the quotation carefully and tell us before work begins if anything is missing or incorrect.

6. Prices and VAT

All prices are in pounds sterling. Any VAT, where it applies, is shown on your quotation and invoice. Any parking, permit or congestion charges we have to pay to reach and work at your property are your responsibility and will be added to the final invoice; we will always tell you first where these are likely to apply.

7. Payment terms

• Repairs, restoration and draught-proofing: no deposit is required. Payment is due in full on completion.
• New and made-to-order sashes: as these are made specifically for you, a deposit of 50% is payable on acceptance to cover materials and joinery, with the balance due on completion.
• Longer projects: for work running beyond 7 consecutive working days we may agree a sensible interim payment stage with you in advance.

Payment is by bank transfer or card, due within 7 days of our invoice unless agreed otherwise. Any new or replacement sashes and materials we supply remain our property until paid for in full. We may charge interest on overdue amounts and withhold guarantee cover while an account is overdue.

8. Your right to cancel

If you agreed to the work away from our business premises (for example at your home, or at a distance by phone or email), you have the right to cancel within 14 days of entering into the contract, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. To cancel, simply tell us in writing (email is fine) within that period, and we will refund any deposit within 14 days.

• If you ask us in writing to start work within the 14-day period and then cancel, you must pay for the work already done and any materials already committed up to that point.
• New and made-to-order sashes are made to your specification. Once we have begun making or ordering them to your measurements, they cannot be cancelled or refunded, as allowed under the Regulations for bespoke goods.

9. Changes and additional costs — our fixed-price promise

The price in your written quotation is a fixed price for the work described in it. It only changes in two situations, and in both we will stop, explain it to you, and agree any change in writing before we carry it out, so you are never charged more without your prior agreement:

• you ask for additional or different work to that quoted; or
• hidden conditions are uncovered that could not reasonably have been seen at survey, for example concealed rot behind sound-looking paint, previous poor repairs, or structural defects in the surrounding fabric, that must be put right to complete the work properly.

If you would prefer not to proceed once we have explained an additional cost, you only pay for the work already completed.

10. Access, the working area and your belongings

Please give us safe and reasonable access to the windows on the agreed dates, and let us know of any parking restrictions or access arrangements in advance. Before we start, please remove or protect curtains, blinds, furniture and ornaments near the windows. We take great care in your home, but we cannot be responsible for damage to items you have not removed or protected. Sash work can create some dust; we minimise it and clean up after ourselves as far as is reasonable.

11. Timescales

We give you an expected start date and a realistic idea of how long the work will take, and always aim to keep to it. Timescales are estimates and can be affected by weather, access, delivery of made-to-order materials, or hidden conditions found on opening up. We keep you informed and are not liable for delays outside our reasonable control.

12. Our guarantee

We guarantee our workmanship for 12 months from completion against faults caused by our work; if something covered goes wrong, we put it right free of charge. Any new or replacement sashes and glazed units we supply are additionally covered by the manufacturer’s guarantee that applies to them. The guarantee does not cover:

• normal movement, seasonal expansion and contraction, or minor rattles inherent in traditional timber windows;
• condensation, or damage caused by damp, leaks or defects elsewhere in the building;
• fair wear and tear, accidental damage, misuse, or work later altered by others;
• pre-existing defects we advised you about, or decorative paint finishes, which have a natural service life.

This guarantee is in addition to, and does not reduce, your statutory rights.

13. Permissions and compliance

As the property owner you are responsible for obtaining any permissions the work may need, and for telling us at survey if any apply. These can include freeholder or managing-agent consent (for flats), listed building consent, and conservation-area restrictions. Where replacement windows fall under Building Regulations we will tell you and confirm how compliance is certified. We are happy to advise, but cannot be responsible for a lack of permission that was yours to obtain.

14. Liability

We carry out all work with reasonable skill and care. Our total liability to you is limited to the price paid for the work in question, and we are not liable for indirect or consequential losses, for the work of other trades, or for events outside our reasonable control. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be excluded.

15. Insurance

We hold public liability insurance and a registered waste carrier’s licence for the safe and legal disposal of old materials. Evidence is available on request.

16. Privacy and data protection

We only collect the personal information we need to survey, quote, carry out and guarantee your work (such as your name, address, contact details and job notes), and we handle it in line with UK GDPR and the Data Protection Act 2018. We do not sell your data or share it except where needed to complete your work. For details of how we handle your information, please get in touch.

17. Complaints

We want you to be happy with the work. If anything is not right, please contact Simon directly on 07944 077069 or at simon@scsashwindows.com and we will work with you to put it right promptly. If we cannot resolve a complaint between us, you may be entitled to use an alternative dispute resolution scheme, and your statutory consumer rights are unaffected.

18. Changes to these terms

We may update these terms from time to time. The version that applies to your work is the one in force when you accepted your quotation. The current version is always published here.

19. Governing law

These terms and any agreement between us are governed by the law of England and Wales, and are subject to the exclusive jurisdiction of its courts.

20. Contact us

S C Sash Windows — Simon Connors
Phone: 07944 077069
Email: simon@scsashwindows.com
Areas served: North London & South Hertfordshire