Terms & Conditions

1.1. Work will be carried out as described in the accepted quotation, written scope, or as agreed at the time of booking (including emergency call-outs).
1.2. Any changes, additions, or variations requested after work begins will be treated as variations and may affect price and timescales.
1.3. Variations must be approved by you before we proceed. We will confirm any cost or time impact in writing.
1.4. Quotations may include assumptions and exclusions—these will be stated in writing.
1.5. You are responsible for ensuring the work area is accessible, clear, and safe before we arrive.

2.1. A £150 call-out fee applies to all emergency or out-of-hours attendances. This covers:
Attendance
Initial diagnosis
Make-safe steps (e.g. isolation of water, temporary locking)
2.2. Permanent repairs, parts, reinstatement, or extended fault-finding are not included in this fee.
2.3. Additional work is charged at £90 per hour (minimum 1 hour).
2.4. If we are dispatched and the job is cancelled, or access is refused, the full call-out fee still applies.

3.1. Quotations are valid for 30 days unless stated otherwise.
3.2. Prices may change due to:
Material cost increases
Hidden defects or unforeseen work
Access limitations
Client-requested changes
3.3. Material prices quoted may include procurement, handling, collection, storage, administration and warranty-related costs. 
3.4. Any price changes will be confirmed to you before work continues.
3.5. Quotations will specify what is included and excluded (e.g. making good, specialist services).

3.6. Our quotation is based on visible conditions at the time of inspection. We cannot be responsible for hidden defects, concealed pipework, wiring, structural issues, rot, damp, subsidence, defective previous workmanship, or other conditions that could not reasonably have been identified before work commenced. Any additional work required as a result of such conditions shall be treated as a variation and charged accordingly

4.1. A 25% deposit is required for all jobs over £500 before work begins.
4.2. Emergency call-outs are payable immediately on completion of the visit.
4.3. Planned works:
Under 5 days → balance due on completion
Over 5 days → staged payments will be set out in the quotation
4.4. Accepted payment methods: bank transfer, cash, or secure online payment.
4.5. We reserve the right to charge interest on overdue amounts at a rate of 8% per annum above the Bank of England base rate, calculated daily, together with any reasonable debt recovery costs permitted by law
4.6. We may suspend work or withhold certificates until payments are up to date.

4.7. If payment remains outstanding, we reserve the right to recover all reasonable costs incurred in pursuing the debt, including tracing costs, collection agency fees, mediation costs, court fees and legal expenses where recoverable.

4.8. We reserve the right to assign unpaid debts to a third-party debt recovery agency.

4.9. Deposits are used to secure booking slots and purchase materials. Any materials specifically ordered for a client may be non-refundable if the contract is cancelled after ordering.

4.10. For projects requiring significant material purchases, bespoke products, specialist equipment, or substantial preparation work, we reserve the right to request a deposit of up to 50% of the contract value.

5.1. We provide a 12-month workmanship warranty covering labour, from the date of practical completion.
5.2. Manufacturer warranties apply where available and remain subject to the manufacturer’s terms and conditions
5.3. Labour to replace failed warranty parts may be chargeable if failure is outside our control.
5.4. Warranty exclusions:
Pre-existing faults
Accidental damage or misuse
Third-party work or interference
System contamination, sludge, limescale
5.5. Call-backs unrelated to our work will be charged at our standard rate.
5.6. Defects must be reported in writing within 7 days of discovery and we must be given the opportunity to inspect and remedy the issue before further action is taken 

5.7. Glass units, sealed units and glazing products are covered by the manufacturer’s warranty where applicable. We cannot accept liability for accidental damage, impact damage, thermal stress caused by external factors, building movement, or failures resulting from circumstances outside our control.

5.8. Condensation on Glazing

Condensation occurring on the external surface of glazing units is a natural phenomenon caused by atmospheric conditions, temperature differences and humidity levels. External condensation is not a defect in the glass, glazing unit or installation and does not indicate product failure.

Condensation occurring on internal room-facing glass surfaces is typically the result of humidity, ventilation, heating and occupancy conditions within the property and is not the responsibility of Full House Repairs.

Only condensation forming within the sealed cavity of a double- or triple-glazed unit (between the panes of glass) may indicate seal failure and, where applicable, will be assessed under the manufacturer’s warranty and subject to its terms and conditions

6.1. You are responsible for ensuring safe and suitable access to the property.

6.2. You are responsible for removing or protecting valuable items, furnishings, floor coverings and personal belongings from the work area. We shall not be liable for damage to items left within the immediate working area unless caused by our negligence
6.3. Delays caused by restricted access, other trades, parking issues, or property conditions may incur additional charges.
6.4. If we cannot gain access at the agreed time, standard rates or call-out fees may apply.

6.5. Any parking charges, permits, congestion charges, tolls or similar costs reasonably incurred in carrying out the works may be added to the final invoice unless otherwise agreed in writing.

7.1. Unless otherwise stated in writing, you are responsible for obtaining all relevant permits, planning permissions, or approvals.

7.2. We accept no liability for delays or additional costs arising from permit or regulatory issues outside our control.

7.3. By instructing us to gain entry to a property, premises or secure area, you confirm that you are the owner, occupier, authorised person, or otherwise have lawful authority to grant access.

7.4. We reserve the right to request proof of identity, ownership, tenancy, authority or other supporting documentation before carrying out work.

7.5. We reserve the right to refuse service where satisfactory evidence cannot be provided.

7.6. Unless otherwise agreed in writing, all keys, access devices, codes and security information supplied by the client remain the responsibility of the client following handover. We accept no liability for loss, theft, misuse, duplication or unauthorised disclosure occurring after handover.

8.1. We may use vetted subcontractors where appropriate.8.2. We remain responsible for the overall delivery of the work unless otherwise agreed.

9.1. Where you provide materials, we accept no liability for delays, defects, incompatibility, or warranty issues.
9.2. Additional labour and costs caused by client-supplied items is chargeable.

10.1. Where materials are delivered to the property before installation, you are responsible for safe storage until they are fitted.

10.2. We accept no liability for theft, damage, or loss of materials stored on-site after delivery and acceptance.

11.1. We comply with all applicable UK health and safety regulations.

11.2. You must inform us in advance of any known hazards on-site.

11.3. Additional safety equipment or precautions required for hazardous conditions may incur extra costs, to be agreed before work proceeds.

12.1. Delays caused by the client (e.g., no access, site not ready, other trades blocking work, delay in client supplied materials) may be chargeable.
12.2. Utilities (water, power, heating) must be available unless agreed otherwise.

13.1. Start dates are given in good faith but may be adjusted due to circumstances beyond our control, such as supplier delays or unforeseen site conditions.

Cooling-Off (Consumers Only)
14.1. For home/online agreements, you have a 14-day cooling-off period unless you request work to begin sooner.
14.2. If work starts during this period, you will be charged for labour and materials used up to cancellation.
Planned Works
14.3. Cancellation with at least 7 days’ notice → no charge.
14.4. Cancellation with less than 48 hours notice may incur a reasonable charge to cover lost labour, administration costs, and materials purchased, up to 10% of the contract value.
14.5. If materials have been purchased, these must be paid for in full.

14.6. For emergency call-outs, once our team has been dispatched, the full call-out fee applies even if:

The job is cancelled after dispatch, or Access is refused upon arrival
14.7. We reserve the right to suspend or terminate work where:
Payments are overdue
Health & safety risks exist
Instructions are unreasonable or unsafe
Abuse, threats, or unacceptable behaviour occurs

14.8. Any eligible refunds will be processed within 14 days, less applicable cancellation fees.

15.1. Waste disposal is included only if stated in the quotation.
15.2. Additional waste may incur extra charges. This is to be agreed before removal 

16.1. All materials remain our property until full payment is made.
16.2. We may remove unfixed materials if payment terms are breached.

17.1. Practical completion occurs when the work is usable for its intended purpose, even if minor snagging remains.
17.2. Final payment becomes due at practical completion.
17.3. Snags will be addressed within a reasonable timeframe.

17.4. Any concerns regarding visible cosmetic defects, finish quality or appearance must be reported before practical completion where reasonably observable. Issues not reported at handover may not be covered under warranty 

18.1. Our liability is limited to the value of the contracted works.
18.2. We are not liable for:
Indirect or consequential losses
Loss of profit or business interruption
Damage caused by pre-existing system conditions
Issues arising from poor system design outside our control
18.3. Temporary make-safe measures carry no ongoing guarantee.
18.4. Nothing limits liability for death/personal injury caused by our negligence.

18.5. Where access to concealed services requires lifting flooring, removing panels, opening walls, ceilings or similar investigation work, we will take reasonable care but cannot guarantee that surrounding finishes can be removed without damage. 

18.6. Unless specifically included within the quotation, making good, redecoration and replacement of decorative finishes are excluded.

18.7. When working on existing plumbing, heating, glazing, locking or building systems, faults may become apparent that were not visible during the initial inspection. We cannot be held responsible for failures arising from the age, condition, deterioration or pre-existing defects of existing systems.

18.8. We shall not be liable for damage resulting from hidden defects, latent faults, defective previous workmanship, structural movement, corrosion, scale build-up, frozen pipework, blocked drainage systems or other conditions outside our reasonable control

18.9. Where forced entry methods are authorised by the client, damage to locks, cylinders, doors, frames or associated components may be unavoidable and shall not constitute negligence where reasonable methods have been used

19.1. We are not liable for delays caused by events beyond our control, including:
Extreme weather
Supply chain issues
Utility failures
Strikes or labour shortages
Health emergencies

20.1. We may take photos for records, training, or marketing.
20.2. No identifying information is shared without consent.

21.1. Complaints must be raised in writing and we will respond within a reasonable timeframe.
21.2. Both parties agree to attempt informal resolution first before legal action takes place. 
21.3. If unresolved, matters may be referred to mediation before legal action.

22.1. We will only collect, store and process personal information as necessary for the provisions of our services, administration of contracts, legal compliance and customer communication. Personal information will not be sold to third parties and will be handled in accordance with applicable UK data protection legislation. 

23.1. These Terms are governed by the laws of England & Wales.
23.2. Any disputes fall under the exclusive jurisdiction of English courts.

24.1. Nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015 or other UK consumer laws.

25.1. These Terms, together with any quotation or written specification, form the entire agreement between us.
25.2. If any part of these Terms is found unenforceable, the remainder shall remain in effect.