Terms & Conditions
1. Information about us
Lofts4storage Ltd is a limited company registered in England and Wales. Our company registration number is 12469114, and our registered office is at Kesteven House, London Rd, Worcester, UK WR5 2DY. Our registered VAT number is 380875759. You can contact us by calling our customer service team on 0800 6226638 or write to us at the above address.
2. The terms and conditions
2.1. These are the terms and conditions on which we supply and install products and services to you.
2.2. Please read these terms carefully before you confirm your order with us. The terms set out who we are, how we provide our services and products to you, how you and we may change or end the contract, what to do if there is a problem and other important information.
3.1. We will ensure that all quotations are produced with as much detail as possible to avoid any misunderstandings. If you are unsure of anything within your quotation you must advise us of this at your earliest opportunity so that it may be amended or clarified accordingly before any installations or products are agreed.
3.2. The written quotation supersedes any verbal quotation.
3.3. Your acceptance of our quotation shall constitute an offer to purchase goods and/or services from us.
3.4. All quotes are valid for 30 days from the date of the written quotation.
3.5. Following commencement of an installation, if any additional work is deemed necessary, this will be agreed by you and us and a revised/additional quotation will be provided prior to works commencing.
4. Our Contract with you.
4.1. Our acceptance of your order will take place when we email you to confirm, at which point a contract will come into existence between you and us.
4.2. We will assign an order number, and this will be included in the acceptance email. It will help us if you can us this number whenever you contact us about your order.
4.3. If we are unable to accept your order, we will inform you of this and you will not be charged. This might be because certain product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for or because we are unable to meet a deadline you have specified.
4.4. If we must contact you at any time, we will do so by telephone or by the email address provided to us in your enquiry or order.
5. Our services and products
5.1. The service provided is for the sole purpose of safe access to, and light storage in, the attic/loft space of your property or any property that consent has been granted for work or installation to be carried out.
5.2. The images of the products and installations on our website or in our brochure are for illustrative purposes only. Although we make every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours or a picture is an accurate reflection of the colour of the products. Your product and installation may differ from those images.
6. Rights to make changes
6.1. Your rights to make changes.
If you wish to make a change to your order, please contact us. We will let you know if the change is possible, and if so, if any changes to the quotation, timing of install or anything else which would be necessary as a result of your requested change. We will ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may choose to cancel the order and end the contract.
6.2. Our rights to make changes. We may make minor changes either to:
- Reflect changes in relevant laws and regulatory requirements and/or,
- Implement minor technical adjustments and improvements.
7.1. Installation date.
During the order process we will discuss with you a convenient time to commence installation and the duration of the installation. We aim to complete installations within 1 working day. However installations can sometimes exceed an estimated timeline.
If an installation is delayed by an event outside our control, then we will contact you as soon as possible and take appropriate steps to minimise the effect of the delay. As such, we will not be responsible for delays caused by the event.
7.3. Access to your property.
If you do not allow us access to your property to undertake the installation as arranged, we may charge you for additional costs incurred by us as a result. If, despite our reasonable efforts, we are unable to contact you or re-arrange access to your property we may end the contract (see 9.3).
7.4. Removal and Disposal of items In accordance with your quotation, you agree that we may remove and dispose of existing goods to allow for the execution of works. We will not remove any items unless otherwise agreed. We will not accept a claim for items disposed of that you wanted to keep if no such notification was given to us before work commenced. Unless otherwise agreed the loft area should be cleared prior to the start of installation. It is expected that you will remove all personal items from within the working area unless provision is made within the quotation for this to be fulfilled by us. A charge at our standard removal rate will be charged if the loft is not emptied prior to commencement of work.
7.5. Suspension to the installation.
We may have to suspend the installation to:
- deal with technical problems or make minor technical changes.
- reflect changes in relevant laws and regulatory requirements.
- make changes as requested by you or notified by us to you.
In any of these events, we will advise you of any changes required and agree further installation dates and times.
7.6. We use sub-contractors, who all work for us fulltime.
7.7. Health and Safety.
You agree that, unless agreed with a member of the installation team, that you will not enter the working area until work has been completed and is ready to be inspected. We cannot be held responsible for any injury caused to any third party whilst work is in progress if access into the loft/attic space is made without prior agreement. We also advise the loft and accessories are not used for 24-hours following installation to ensure any bonding agents and fixings are secure.
8. Our Guarantee.
8.1. We guarantee that we will repair or replace any part of your loft boarding installation that proves faulty or defective through a defect in materials for your lifetime use only, this is not insurance backed.
8.2. Guarantee’s for faulty or defective additional products are provided as per manufacturers guarantee which is confirmed at point of order.
8.3. This guarantee does not cover misuse or mishandling of any supplied or installed items provided by us.
8.4. This guarantee is non-transferable.
8.5. This guarantee does not affect any of your statutory rights as a consumer (see 12).
9. Ending the contract
9.1. You may contact us to end your contract for the services (products and installation) at any time before we have completed, but in some circumstances we may charge you for doing so. This does not affect your legal rights (see 12).
9.2. If what you have paid for is faulty or mis-described to the detail included in your quotation, you may have a legal right to end the contract (or to get the fault repaired or replaced or a service re-installed or to get some or all of your money back, see 12).
9.3. If you want to end the contract because of something we have done or have informed you about, the contract will end immediately, and we will refund you in full for any services which have not been provided. This includes,
- an upcoming major change which you do not agree to;
- an error in the price or description of the installation you have ordered and you do not wish to proceed;
- a risk that supply of the installation may be significantly delayed because of events outside our control;
- notification of suspension of the installation for technical reasons for a period of more than four weeks; or
- you have a legal right to end the contract because of something we have done wrong.
9.4. Prior to any installation commencing, you can choose to end the contract if you have changed your mind without any cost.
9.5. How to end the contract with us (including if you have changed your mind).
To end the contract with us, please let us know by phone or email a minimum of 24 hours before installation. Call customer services on 0800 6226638 or email us at firstname.lastname@example.org Cancellations within 24 hours, or with no notice provided, including no communication / response when we arrive at the installation, will be subject to a late cancellation fee of £250. Cancellation once the job has proceeded will result in 40% of all agreed costs to be paid.
9.6. We may end the contract at any time by writing to you if:
- You do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide our services.
- You do not, within a reasonable time, allow us access to your premises to supply the services.
9.7. If you break the contract, and we are required to end the contract in the situations set out in clause 9.6, or you choose to end the contract once the installation has commenced (excluding 9.2 and 9.3) we may deduct or charge you reasonable compensation for the net costs we will incur.
10. Our responsibility for loss or damage
10.1. We are responsible to you for foreseeable loss and damage caused by us. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
10.2. Structural defects. Unless specifically mentioned, no provision is made by us for defects to the building structure or any structurally related objects when carrying out an installation. It is assumed that such surfaces/items are in good condition and suitable to undertake the works agreed. The cost for repair or renewal of any structural defect or movement of any obstruction which is not visible at the time of survey or installation will be chargeable, by agreement, unless allowance for such items is specifically included in the quotation.
10.3. When we are providing services in your property, we will make good any damage to your property caused by us while doing so, with the following exceptions (10.4– 10.7). Where we are required to make good, we will attempt to match products to the existing source (filler, paint, wallpaper), though this cannot be guaranteed.
10.4. We are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover while providing the services.
10.5. We do not accept liability for repair, replacement or redecoration of coving, any timber trim, ceilings made from lath and plaster and any such crumbling, cracking or falling away. This includes damage to carpets and other areas as a result of dust and debris from removing sections of lathe and plaster ceilings. In the absence of negligence by us, we will not be liable for repairs or redecoration in such circumstances.
10.6. We will not be liable to you or any third party for damage caused to person or property which results from misuse, neglect or overloading of the loft floor or for the misuse of any ladder which may have been installed.
10.7. We will not be held liable to you or any third party for damage caused to ceilings, light fittings or decoration after the work is complete, due to movement in the attic/loft space of persons or items outside the limits of the technical specification of the installation.
10.8. We are not liable for business losses. We only supply services for domestic and private use. If you use the products for any commercial, business or re-sale purpose, we are not responsible for any loss of profit, business opportunity or disruption.
10.9. We will not be held liable for any works on final installation including redecoration / replacement of timber/plastic trims, coving or any other decoration work required due to pre installed ladders, lighting, coving, all trims, smoke alarms or any other items in place before installation.
11. Price and payment
11.1. The price of the installation (which includes VAT where applicable) will be the price as stated in our agreed quotation. We take all reasonable care to ensure that the price of the installation advised to you is correct.
11.2. If the rate of VAT changes between your order date and the date we supply our services, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
11.3. We accept payment with all major credit and debit cards, bank transfer and cash by arrangement. We will invoice you for full payment upon completion of the installation. Payment is required within 3 days from the date of the payment request.
11.4. If, upon completion of your installation minor snagging items remain to be corrected, you agree to pay 80% of the balance of the invoice on the initial installation and the balance on the day in which the snagging items are completed to your reasonable satisfaction.
11.5. Late payments. If payment to us is not complete by the due date we may charge interest to you on the overdue amount at the rate of 3% a year above the base lending rate of the Bank of England. Interest will continue to accrue on a daily basis from the due date until the date of actual payment of the overdue amount. Total interest, with any overdue amount will then be payable in full.
11.6. Incorrect invoice. If you think the detail within an invoice is incorrect, please contact us promptly. You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved we will charge you interest on correctly invoiced sums from the original due date.
12. If there is a problem or fault with our services
12.1. If you have any questions or complaints about the installation, please contact us within 24 hours of installation. You can telephone our customer service team on 0800 6226638 or email us at email@example.com
12.2. We are under a legal duty to supply products to conform with these terms, conditions, and order contract. There are no clauses in the terms and conditions affecting your legal rights. For further information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 06
13. How we may use your personal information
We will only use your personal information which you provide us with to:
- Supply the products and services to you,
- Process your payment for the installation,
- Only with your agreement, inform you about similar products we may provide, but you can opt out of receiving these at any time by contacting us on 0800 6226638 or at firstname.lastname@example.org
15. Complaints Policy
The business always endeavours to provide the best service. However, on rare occasions there may be times where a customer may not be completely satisfied.
To ensure the business can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards the business aims to achieve.
Please contact the business straight away with any concerns either by phone, email or write to us. If writing, get proof of posting.
Business Complaint Procedure.
On receipt of your complaint the business aims to respond within 5 days.
The business will arrange a convenient date to come and view and/or remedy the situation within 28 days.
In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service. Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.
The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement.
If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.
15. Other important terms
15.1. We may transfer our rights and obligations under these terms and conditions to another organisation. We will tell you in writing if this happens and we will ensure that the transfer does not affect your rights under the contract.
15.2. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing. We may require the person to whom the guarantee is transferred to provide reasonable evidence that they are now the owner of the property.
15.3. This contract is between you and us. No other person or company shall have any rights to enforce any of its terms.
15.4. Each of the paragraphs of these terms and conditions operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
15.5. If we do not insist immediately of any requirements in these terms, or if we delay in taking steps against you in respect of your breaking this contract, it will not prevent us taking steps against you at a later date.
15.6. Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts.