Terms and Conditions of Business

Applicable to Plumbing, Heating, Gas, Bathrooms, Renewables, Maintenance, Repair and Installation Works

Refined Design South East Limited

Company Number: 17419541

Gas Safe Registration Number: 984561

Registered Office:

369 Seaside
Eastbourne
Sussex
BN22 7RP

Telephone: 01323 642075

Email: hello@refineddesign.co.uk

Important Notice

Please read these Terms and Conditions carefully before instructing Refined Design South East Limited to carry out any work. By accepting a quotation, paying a deposit, requesting a call-out, instructing us to proceed, or allowing works to commence, you agree to be bound by these Terms and Conditions.

1. Definitions

For the purposes of these Terms and Conditions:

Company means Refined Design South East Limited.

Customer means the person, company, organisation, landlord, tenant, agent, or other party instructing the Company.

Works means any plumbing, heating, gas, bathroom, renewable energy, maintenance, installation, repair, servicing, construction, building or related services supplied by the Company.

Quotation means any written estimate, quotation, proposal, specification or scope of works issued by the Company.

Contract means the agreement between the Company and the Customer for the provision of goods and/or services.

Emergency Works means works undertaken to prevent danger, injury, property damage or significant inconvenience.

Force Majeure means circumstances beyond the reasonable control of the Company, including but not limited to severe weather, flooding, fire, accident, pandemics, labour shortages, supply shortages, utility failures, transport delays, strikes, government action or war.

2. Company Information

2.1 Refined Design South East Limited is a company registered in England and Wales under Company Number 17419541.

2.2 The Company is Gas Safe Registered under registration number 984561 where applicable to gas works.

2.3 You may contact us at:

Refined Design South East Limited

369 Seaside
Eastbourne
Sussex
BN22 7RP

Telephone: 01323 642075

Email: hello@refineddesign.co.uk

2.4 Any reference to "writing" or "written" includes email correspondence.

3. Formation of Contract

3.1 A Contract shall be formed when:

• A quotation is accepted by the Customer.
• A deposit is paid.
• The Customer instructs the Company to proceed.
• Emergency works are verbally authorised.
• The Customer allows work to commence.

3.2 The Contract shall incorporate these Terms and Conditions and any quotation issued by the Company.

3.3 Any conflicting terms supplied by the Customer shall not apply unless expressly agreed in writing by the Company.

4. Quotations and Estimates

4.1 All quotations remain valid for 30 days unless otherwise stated.

4.2 Quotations are based upon information available at the time of preparation.

4.3 Any unforeseen conditions discovered during the works may require additional costs.

4.4 Estimates are provided as a guide only and are not fixed prices.

4.5 The Company reserves the right to amend quotations where specification changes, supplier pricing changes, material costs increase, or additional works become necessary.

5. Changes to Works

5.1 The Customer may request variations to the works.

5.2 Any variation requested by the Customer may result in:

• Additional costs;
• Revised completion dates;
• Changes to materials or specifications.

5.3 No variation shall be binding until agreed by the Company.

6. Access to Property

6.1 The Customer shall provide safe and unrestricted access to the property during normal working hours.

6.2 Failure to provide access may result in additional charges.

6.3 Where attendance is prevented due to lack of access, aborted visits may be charged at the Company's prevailing rates.

6.4 The Customer remains responsible for securing permissions required for access to the property.

7. Working Hours

Normal working hours are:

Monday to Friday

8:00am to 5:00pm

Work undertaken outside these hours may attract additional charges.

8. Consents and Approvals

8.1 The Customer is responsible for obtaining all permissions, licences, approvals and consents necessary before works commence.

8.2 This includes but is not limited to:

• Planning permission;
• Building Regulation approval;
• Landlord approval;
• Leaseholder approval;
• Neighbour agreements;
• Mortgage lender consent.

8.3 The Company accepts no liability arising from failures to obtain required permissions.

9. Tenanted Properties

9.1 Tenants must obtain landlord approval before instructing works.

9.2 The Company shall assume that all necessary landlord permissions have been obtained.

9.3 Any consequences arising from failure to obtain permission shall remain the Customer's responsibility.

10. Hazardous Materials

10.1 Quotations do not include the removal of asbestos or other hazardous materials unless specifically stated.

10.2 If hazardous materials are discovered during the works:

• Work may cease immediately.
• Additional charges may apply.
• Suitable specialist contractors may be required.

11. Gas, Water and Electrical Supplies

11.1 Adequate gas, water and electrical supplies must be available before works commence.

11.2 Additional works required due to inadequate supplies shall be chargeable.

11.3 The Company accepts no responsibility for failures caused by inadequate supply infrastructure.

12. Existing Installations

12.1 The Company shall not be responsible for faults or failures in existing systems which become apparent during or after works.

12.2 This includes:

• Existing pipework;
• Existing radiators;
• Existing electrical circuits;
• Existing drainage;
• Existing controls;
• Existing appliances.

12.3 The Company shall not be responsible for deterioration of ageing systems following repairs, upgrades, power flushing, or modifications.

13. Power Flushing

13.1 Power flushing is quoted separately unless expressly included.

13.2 Heavily contaminated systems may require additional treatment.

13.3 No guarantee is provided against failure of existing components following power flushing.

14. Warranties

14.1 All workmanship carried out by Refined Design South East Limited is guaranteed for twelve (12) months from completion.

14.2 Manufacturer warranties remain subject to manufacturer terms and conditions.

14.3 Existing components not replaced are excluded from any workmanship guarantee.

14.4 Customers must maintain and service equipment in accordance with manufacturer recommendations.

14.5 Failure to maintain equipment may invalidate warranties.

15. Damage and Redecoration

15.1 Whilst every reasonable care shall be taken, certain works may require removal of existing fixtures, finishes or decorations.

15.2 Unless caused by negligence, redecoration and reinstatement shall remain the responsibility of the Customer.

15.3 The Company shall not be responsible for lifting or reinstating:

• Carpets;
• Hardwood floors;
• Tiled floors;
• Specialist floor coverings.

16. Call-Backs and Defects

16.1 If the Customer believes there is a defect in the Company's workmanship, the Company shall be given reasonable opportunity to inspect and rectify the issue.

16.2 Where the defect relates to the Company's workmanship, remedial work shall be undertaken without charge.

16.3 Where the issue does not relate to the Company's workmanship, normal charges shall apply.

17. Pricing and Charges

Standard Rates

Office Hours Call Out: £90.00 + VAT

Monday to Friday (9am - 5pm):

• First Hour: £75.00 + VAT
• Thereafter: £65.00 + VAT per hour

Evenings (after 5pm):

• First Hour: £120.00 + VAT

Weekends:

• First Hour: £150.00 + VAT

Bank Holidays:

• First Hour: £180.00 + VAT

(Excluding Christmas Day and Boxing Day.)

Additional Charges

Additional charges may apply for:

• Parking;
• Congestion charges;
• Parking permits;
• Waste disposal;
• Specialist access equipment;
• Material costs;
• Additional labour;
• Supplier charges;
• Collection and delivery charges.

18. Deposits

18.1 Projects exceeding £500 shall require a 50% deposit.

18.2 Projects under £500 may require a 25% deposit.

18.3 Deposits secure labour allocation and materials procurement.

18.4 Deposits may become non-refundable where special-order materials have been purchased.

19. Payment Terms

19.1 Payment is due immediately upon completion unless otherwise agreed in writing.

19.2 Stage payments shall become due upon completion of each agreed stage.

19.3 We accept payment by:

• BACS
• Debit Card
• Credit Card
• Telephone Payment
• Cheque

19.4 Invoices unpaid after seven (7) days may incur interest at 8% above the Bank of England base rate.

19.5 The Company reserves the right to suspend works where payments remain outstanding.

19.6 The Customer shall not withhold more than £250 or 5% of the contract value, whichever is greater, in relation to a genuine dispute.

20. Cancellation

20.1 Customers may cancel works before commencement subject to reimbursement of any reasonable costs incurred.

20.2 Special-order, bespoke or custom-made items may not be cancelled after ordering.

20.3 Where works have commenced, payment shall remain due for works completed and materials supplied.

21. Cooling-Off Rights

21.1 Where applicable under the Consumer Contracts Regulations 2013, Customers may cancel within fourteen (14) days of entering the Contract.

21.2 Customers expressly requesting urgent or emergency attendance during this period acknowledge that cancellation rights may be reduced or removed in accordance with applicable legislation.

21.3 Any work completed before cancellation shall remain chargeable.

22. Company's Right to Terminate

The Company may terminate the Contract where:

• Payments remain outstanding;
• Access is denied;
• Information provided is misleading or incomplete;
• Health and safety risks exist;
• Necessary remedial works are refused.

The Company may recover reasonable costs incurred up to termination.

23. Complaints

Any complaint shall be directed to:

Refined Design South East Limited

369 Seaside
Eastbourne
Sussex
BN22 7RP

Telephone: 01323 642075

Email: hello@refineddesign.co.uk

The Company shall endeavour to investigate and resolve complaints promptly and fairly.

24. Liability

24.1 The Company maintains appropriate Public Liability and Employers' Liability insurance.

24.2 Nothing within these Terms limits liability for:

• Death or personal injury caused by negligence;
• Fraud or fraudulent misrepresentation;
• Any matter that cannot lawfully be excluded.

24.3 Subject to Clause 24.2, the Company's total liability shall be limited to the value of the relevant Contract.

24.4 The Company shall not be liable for:

• Loss of profit;
• Loss of business;
• Loss of income;
• Consequential losses;
• Indirect losses.

24.5 The Company does not provide insurance products or regulated financial services.

25. Data Protection

25.1 Personal information shall be processed in accordance with applicable data protection legislation.

25.2 Information may be shared where required for:

• Building Control notifications;
• Gas Safe notifications;
• Warranty registration;
• Legal compliance;
• Contract administration.

26. General Provisions

26.1 No waiver by the Company shall constitute a continuing waiver.

26.2 If any provision is deemed invalid, the remaining provisions shall remain enforceable.

26.3 This Contract is personal to the Customer and may not be assigned without written consent.

26.4 Title to goods supplied shall remain with Refined Design South East Limited until paid for in full.

27. Governing Law

These Terms and Conditions shall be governed by and interpreted in accordance with the laws of England and Wales.

The parties submit to the exclusive jurisdiction of the Courts of England and Wales.

28. Acceptance

By accepting a quotation, paying a deposit, requesting attendance, instructing Refined Design South East Limited to proceed, or allowing works to commence, the Customer confirms that they have read, understood and agree to these Terms and Conditions.

Refined Design South East Limited

Company No: 17419541
Gas Safe Registration No: 984561

369 Seaside, Eastbourne, Sussex, BN22 7RP

01323 642075 | hello@refineddesign.co.uk

Version 1.0

Effective Date: September 2026

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