Terms & Conditions

1. Company Details

About Loft Restore Limited

Regulatory Information

Loft Restore Limited is a company incorporated in England and Wales. We are authorised and regulated by relevant trade bodies and maintain appropriate professional indemnity and public liability insurance. Our services comply with all applicable building regulations and industry standards.

Trading Names

We may trade under the names "Loft Restore", "Loft Restore Manchester", or other related trading names. All such trading names refer to Loft Restore Limited.

2. Definitions

In these terms and conditions, the following definitions apply:

3. Services Provided

Scope of Services

We provide the following services:

• Loft insulation installation (new installations)
• Loft insulation removal and replacement
• Insulation top-up and upgrading
• Thermal performance assessments
• Building regulation compliance services
• Energy efficiency consultations
• Warranty and maintenance services

Service Standards

All services are performed to current British Standards and Building Regulations. We maintain professional standards through:

• Certified and trained installation teams
• Quality assurance procedures
• Compliance with health and safety regulations
• Use of approved materials and methods
• Professional indemnity and public liability insurance

Service Limitations

Subcontractors

We may use approved subcontractors to deliver services. All subcontractors are vetted, insured, and bound by equivalent standards to our direct employees. We remain fully responsible for all work performed.

4. Quotations & Orders

Quotation Process

Our quotation process involves:

1. Initial consultation (phone, email, or in-person)
2. Property assessment and survey
3. Written quotation with detailed specifications
4. Clarification of requirements and variations
5. Final quotation acceptance

Quotation Validity

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 material cost changes or other factors.

Quotation Accuracy

Quotations are based on information provided by you and our assessment at the time of survey. If conditions differ significantly from those assessed, we reserve the right to revise the quotation.

Order Acceptance

A contract is formed when:

• You accept our quotation in writing (email acceptable)
• You pay any required deposit
• We confirm acceptance of your order

Variations

Any changes to the agreed work must be documented in writing and may result in price adjustments. Variations will be charged at our prevailing rates unless agreed otherwise.

5. Payment Terms

Payment Schedule

Payment terms depend on the project value:

Payment Methods

We accept payment by:

• Bank transfer (BACS) - preferred method
• Credit or debit card
• Cash (for balances under £500)
• Cheque (subject to clearance)

Late Payment

Late payment charges apply as follows:

• Interest at 8% above Bank of England base rate per annum
• Administrative fee of £40 for each reminder notice
• Recovery costs may be charged for persistent late payment

Disputed Payments

If you dispute any invoice, you must notify us within 7 days of receipt. Undisputed portions must still be paid on time. We will investigate disputes promptly and fairly.

6. Service Performance

Scheduling

We will agree suitable dates for service delivery considering:

• Material availability
• Weather conditions
• Access requirements
• Your availability and preferences
• Our capacity and scheduling

Access Requirements

You must provide:

• Clear, safe access to the work area
• Parking facilities for our vehicles
• Electricity supply for tools and equipment
• Removal of stored items from loft area
• Protection of valuable items as advised

Health and Safety

We maintain comprehensive health and safety procedures:

• Risk assessments before commencing work
• Compliance with CDM regulations
• Appropriate personal protective equipment
• Safe working practices and procedures
• Insurance coverage for all personnel

Delays

We will notify you promptly of any delays. Causes of delay may include:

• Adverse weather conditions
• Material supply issues
• Access problems
• Unforeseen site conditions
• Emergency call-outs for safety issues

Completion

Work is considered complete when:

• All specified work has been finished
• The work area has been cleaned
• You have been provided with certificates and documentation
• Any final inspection has been conducted
• You have signed the completion certificate

7. Warranties & Guarantees

Our Warranty Coverage

We provide comprehensive warranty coverage as follows:

Warranty Conditions

Warranties are subject to:

• Normal use and conditions
• Proper maintenance as advised
• No unauthorized modifications
• Prompt notification of defects
• Reasonable access for inspection and repair

Warranty Exclusions

Warranty Claims Process

To make a warranty claim:

1. Contact us within 30 days of discovering the defect
2. Provide details and photographic evidence
3. Allow reasonable access for inspection
4. We will assess and respond within 10 working days
5. Approved claims will be rectified at no charge

Manufacturer Warranties

Materials supplied may carry additional manufacturer warranties. We will provide details and assist with manufacturer warranty claims where applicable.

8. Liability & Insurance

Our Insurance Coverage

We maintain the following insurance:

• Public Liability: £2,000,000
• Professional Indemnity: £1,000,000
• Employers Liability: £10,000,000
• Product Liability: Included in above

Liability Limitations

Our liability is limited as follows:

Excluded Liabilities

We are not liable for:

• Loss of profits or business
• Loss of use or enjoyment
• Consequential or indirect losses
• Losses recoverable under insurance
• Defects not reported within reasonable time
• Normal wear and tear
• Acts of third parties
• Force majeure events

Your Responsibilities

You are responsible for:

• Maintaining adequate building and contents insurance
• Protecting your property and belongings
• Providing accurate information about the property
• Notifying us of any hazards or special conditions
• Following our advice on maintenance and care

Mitigation of Loss

Both parties must take reasonable steps to minimize any losses or damages. You must notify us promptly of any problems to allow early intervention.

9. Cancellation & Consumer Rights

Your Cancellation Rights

Under the Consumer Contracts Regulations 2013, you have the right to cancel within 14 days of contract formation without giving any reason.

Cancellation Period

The 14-day cancellation period starts:

• From the day after you accept our quotation
• Or from the day you receive confirmation of your order
• Whichever is later

How to Cancel

To cancel, you must send clear written notice to:

Loss of Cancellation Rights

You lose the right to cancel if:

• You specifically request work to begin within the 14-day period
• Work has been completed before the 14-day period expires
• You have waived your cancellation rights in writing

Refunds

If you cancel within the cooling-off period:

• We will refund all payments within 14 days
• Refunds will be made by the same payment method used
• If work has started, you may be charged for work completed

Our Right to Cancel

We may cancel the contract if:

• Payment is not received as agreed
• You fail to provide necessary access
• Safety concerns prevent safe working
• Force majeure events prevent performance
• You breach these terms materially

10. Complaints & Dispute Resolution

Our Complaints Process

We are committed to resolving complaints quickly and fairly:

1. Stage 1 - Initial Contact: Contact us with your concern
2. Stage 2 - Investigation: We investigate within 5 working days
3. Stage 3 - Response: Written response within 10 working days
4. Stage 4 - Resolution: Agreed remedy implemented
5. Stage 5 - Escalation: Senior management review if needed

How to Complain

Alternative Dispute Resolution

If we cannot resolve your complaint internally, you may use:

• Trade association dispute resolution services
• Independent mediation services
• Small claims court for monetary disputes
• Citizens Advice Bureau for guidance

Online Dispute Resolution

EU consumers may use the Online Dispute Resolution platform at: http://ec.europa.eu/consumers/odr/

11. Data Protection & Privacy

Data Collection

We collect and process personal data necessary for providing our services including:

• Contact information (name, address, phone, email)
• Property details for service delivery
• Payment information for billing
• Communication records for customer service

Legal Basis

We process your data based on:

• Contract performance for service delivery
• Legal obligations for tax and compliance
• Legitimate interests for business operations
• Consent for marketing communications

Data Sharing

We may share your data with:

• Installation teams and subcontractors
• Payment processors
• Building control authorities
• Insurance companies (for claims)
• Legal advisors (if required)

Your Rights

Under UK GDPR, you have rights to:

• Access your personal data
• Correct inaccurate data
• Request deletion of data
• Restrict processing
• Data portability
• Object to processing

Full details are in our Privacy Policy.

12. General Legal Terms

Entire Agreement

These terms, together with our quotation and any written variations, constitute the entire agreement between us. No other representations or promises have effect unless confirmed in writing.

Variations

We may update these terms from time to time. Material changes will be notified to existing customers. Continued use of our services constitutes acceptance of updated terms.

Assignment

You may not transfer your rights or obligations under these terms without our written consent. We may assign our rights and obligations to associated companies or in connection with business transfers.

Severability

If any part of these terms is found to be invalid or unenforceable, the remainder will continue in full effect. Invalid provisions will be replaced with valid provisions achieving similar intent.

Waiver

Failure to enforce any provision does not constitute a waiver of our rights. All rights and remedies remain available unless expressly waived in writing.

Third Party Rights

These terms are for the benefit of the contracting parties only. Third parties have no rights under the Contracts (Rights of Third Parties) Act 1999.

Governing Law

These terms are governed by English law. Any disputes will be subject to the exclusive jurisdiction of the English courts.

Notices

Legal notices must be in writing and sent to the addresses specified in these terms. Notices are deemed received:

• Email: When sent to the correct address
• Post: 2 working days after posting
• Hand delivery: When delivered