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Coastal Windows, Doors & Locksmiths

Terms & Conditions of Service

1. Definitions

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

“Contract” – These Terms and Conditions together with any Job Sheet, Quote or Invoice.

“Initial Price” – The price agreed with you for the Services, as shown on a Job Sheet, Quote, Invoice, email, text message or other written confirmation.

“Job Sheet / Invoice” – The written (paper or digital) record of the work to be carried out, the Initial Price and any parts or materials required.

“Services” – The services we provide, which may include (but are not limited to):

  • Window and door installation

  • uPVC and composite door work

  • Glazing and sealed unit replacement

  • Emergency boarding up and make-safe work

  • Locksmith services including lock repairs, replacements and upgrades

  • Security improvements and burglary repairs

“We / Us / Our” – Coastal Windows, Doors & Locksmiths.

“You / Your” – The customer who orders and receives the Services.

 

2. About These Terms

2.1 These Terms apply to all Services we provide. By booking an appointment by phone, text, email, website or social media, you confirm that you have read, understood and agree to these Terms and our Pricing Policy.

2.2 If there is any conflict between these Terms and any additional terms shown on a Job Sheet or Invoice, the additional terms will take priority for that specific job.

2.3 If you are unsure about any part of these Terms, you should seek independent advice (for example from Citizens Advice or Trading Standards).

 

3. Your Legal Rights (Consumers)

3.1 If you are an individual using our Services for private, non-business purposes, you have rights under the Consumer Rights Act 2015. Nothing in these Terms removes or limits those rights.

3.2 Further information is available from Citizens Advice or Trading Standards.

 

4. Formation of the Contract

4.1 A Contract is formed when you:

  • Agree to the Initial Price and scope of work verbally, or

  • Accept a Quote or Job Sheet, or

  • Allow us to begin work after costs and scope have been explained

4.2 By confirming a booking, you authorise us to attend the property and carry out the agreed Services.

4.3 Your right to cancel is set out in Section 10.
4.4 Our right to cancel is set out in Section 11.

 

5. Services We Will Provide

5.1 Services are described in the Job Sheet / Invoice or agreed verbally and confirmed where possible in writing.

5.2 We will agree an attendance time or time window. Arrival times may be affected by traffic, weather, emergency work or factors outside our control.

5.3 All work is carried out with reasonable care and skill, using appropriate professional methods.

5.4 We cannot guarantee that work can always be completed without damage. Non-destructive methods are used wherever reasonably possible.

5.5 It is your responsibility to check the Job Sheet / Invoice and ask questions before work proceeds.

 

6. Subcontractors & Partner Trades

6.1 In rare cases we may refer work to a trusted partner if:

  • We cannot attend in a reasonable time

  • Specialist skills are required

  • The job is outside our normal operating area

6.2 Where work is referred, the Contract will be between you and that contractor. Their pricing and terms may differ.

 

7. Price & Payment

7.1 The Initial Price is agreed before work begins.

7.2 Unless stated otherwise, prices do not include VAT.

7.3 Payment is due on completion unless agreed otherwise in writing.

7.4 Payment methods:

  • Residential: bank transfer or cash

  • Commercial: bank transfer (standard terms usually 30 days where agreed)

7.5 We reserve the right to request deposits or advance payment for special-order parts or larger installations.

7.6 Ownership of parts remains with Coastal Windows, Doors & Locksmiths until paid in full.

 

8. Additional Costs

8.1 The Initial Price is based on information provided at booking.

8.2 Additional costs may arise if:

  • Extra parts are required

  • The condition of doors, frames or glazing differs from the description

  • Additional time is required

8.3 Any additional cost will be explained and agreed before work continues.

 

9. When We May Decline or Stop Work

We may decline or stop work if:

  • Proof of authority or access cannot be provided

  • Conditions are unsafe or abusive

  • Payment cannot be confirmed

  • Access is not provided at the agreed time

An attendance fee may apply where we have already attended.

 

10. Your Cancellation Rights

10.1 You may cancel at any time by contacting us.

10.2 Cancellations made at least one hour before arrival usually incur no charge.

10.3 Late cancellations or no access on arrival may incur an attendance charge.

 

11. Our Right to Cancel

We may cancel if:

  • Payment terms are breached

  • Required materials cannot be sourced

  • Events outside our control make work unsafe or impractical

 

12. Warranties

12.1 Locks & hardware: typically 6 months parts and labour
12.2 Gearboxes & mechanisms: typically 12 months
12.3 Warranties do not cover misuse, vandalism, forced entry, wear and tear, weather damage or building movement.

 

13. Liability

13.1 We take care to minimise damage, but some damage may be unavoidable.

13.2 We are not responsible for cosmetic repairs unless caused by negligence.

13.3 Nothing limits liability for death or personal injury caused by negligence.

 

14. Events Outside Our Control

Neither party is liable for failure caused by events beyond reasonable control (weather, emergencies, closures, illness, etc.).

 

15. Personal Data & Recordings

15.1 Personal data is used only to deliver services, process payments and meet legal requirements.

15.2 Calls may be recorded for training and security.

15.3 Body-worn cameras may be used for safety and evidence where appropriate.

 

16. Governing Law

These Terms are governed by the laws of England & Wales.

 

17. Late Payment

17.1 Payment is due on completion unless agreed otherwise.

17.2 Late commercial payments may incur reasonable recovery costs and statutory interest at as much as £25 per day late fee as we own all parts until paid for in full. These fees are rental fees of the parts per day. Other costs will be also handled by you the customer if you fail to pay, such as CCJ costs, court costs and so on.

 

18. Complaints

18.1 Please contact us in writing within 24 hours of any issue.

18.2 We will investigate and respond fairly.

 

Coastal Windows, Doors & Locksmiths

Pricing Policy

We believe in clear, upfront pricing. You will always be informed of costs before work begins.

 

1. Call-Out Charges

  • Most standard daytime work: no call-out fee

  • Emergency or high-demand periods may incur a call-out charge (explained in advance and this is normally during Christmas)

  • Quotes and measurements for planned work are free

 

2. Labour (Guide)

  • Daytime: from £65 per hour

  • Evenings / emergencies: higher rates may apply, 5pp to 10pm is time and half, 10pm to 9am its double rate. Weekends starting Saturday we charge time and half rate. 

Most jobs are completed within the first hour.

 

3. Minimum Charges

  • Minimum charge of one hour usually applies

  • Additional time charged fairly where required

 

4. Fixed-Price Work

Where possible, fixed pricing is offered. If the job differs materially on arrival, options will be explained before proceeding.

 

5. Parts & Materials

  • Parts are charged separately unless agreed

  • Prices depend on specification and availability

 

6. Travel & Conditions

  • Remote locations, tolls or severe weather may incur additional costs (discussed in advance)

 

7. Cancellations

  • One hour’s notice avoids charges

  • Late cancellations may incur an attendance fee

 

8. VAT

We are not currently VAT registered. VAT will be added if this changes.

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