PLEASE READ THESE TERMS OF SERVICE CAREFULLY - BY USING THE SERVICES OF SERVICETEAM LIMITED YOU ARE ENTERING INTO A CONTRACT WITH US AND AGREEING TO BE BOUND BY THE FOLLOWING TERMS AND CONDITIONS.
1.1 Ordering our services
Our contract with you, and your service order, is not legally binding until close of business (7.00pm) the day before our engineer or contractor is due to visit your premises (or 7.00pm on the Friday before a Monday visit). You may cancel your scheduled visit at any time up to this point without incurring any charges. Cancellations made after this time may incur an administrative charge of £50.00. If we are unable to fulfil your service visit we shall not be liable for any costs associated with our inability to fulfil your service visit.
1.2 Charging for our services
We accept card payments by Visa, Visa Debit, Mastercard, Solo and Maestro. We also accept payment by BACS transfer in settlement of an account. All prices shown on this site are in GB pounds and exclude VAT unless otherwise stated. In order to secure a booking we may ask for your credit or debit card details. In the event of a chargeable cancellation or missed appointment your card will be charged the current fee as per Section A, subsection 1.1 and and Section A, subsection 1.3. We may also use your card details to collect any outstanding balance payable on a job, unless you have indicated that you wish to settle your outstanding balance by a different method.
The information contained within this site is checked for accuracy however on occasions an error may occur. Serviceteam Limited will not be liable for any errors to service descriptions or prices, however we will attempt to supply the service you require on a best endeavours basis.
1.3 Our service slots
We allocate 2 hour time slots from Monday to Friday for your visit (or weekends by prior agreement) , and these are supplied on a first come, first served basis. Your engineer or tradesperson can arrive any time between the start of your slot and the end of your slot.
Sometimes it may be necessary to re-schedule an appointment due to factors beyond our control. If it is necessary to do this, we will attempt telephone you to try to re-schedule another appointment as soon as reasonably possible at a mutually convenient time.
1.4 Missed Appointments
If you are unable to keep a service appointment please contact us to re-book the appointment on 0207 437 0236 as soon as possible. Cancellations made after 7.00pm the day before the appointment is due (or 7.00pm on the Friday before a Monday visit) may incur an administrative charge of £50.00. If you are out at the agreed appointment time we will charge you for one hours labour at the prevailing rate.
1.5 Warranty
All of our services carry a three month warranty on parts and labour. If a problem recurs on a fault which we fixed or any fault occurs which directly relates to the work we carried out we will rectify the problem at our cost. If you ask us to visit you for a fault which is not covered by this warranty or is subsequently found to be due to user error, user damage or because of something that you have done to cause the problem, we will levy a call out charge of £80.00 plus VAT.
1.6 Payments
For jobs where an hourly rate is applicable, the first hour's payment must be made when booking the engineer or tradesperson, using a credit or debit card. The balance of all work is payable on completion. Where we are undertaking work for which a quote has been accepted by you, we will usually ask for a deposit. The balance of the work is payable within 5 days of completion of the work. For visits to quote for a job, no charge will be levied until the visit is complete upon which time an administration charge of £10.00 will be applied to your account. If we receive your response (whether you accept the quote or not) within 14 days of us issuing you with the quote, the £10.00 fee will be waived.
For outstanding payments refer to Section C.
1.1 All necessary materials can and will be provided by us unless otherwise agreed and will always be of high quality and used in an appropriate manner as per the manufacturer's guidelines. Where it is necessary to match existing decor, our work will be carried out with this in mind, using appropriate materials that provide an exact match where possible. If an exact match will not be achievable, the client will be consulted.
1.2 Any quote or estimate is subject to revision if there are any changes to the nature or extent of the requested work. This may apply to both labour and materials. However the quote will not be amended without consultation with the client.
1.3 Time frames are guidelines and although we will endeavour to complete the work in the time frame intimated, we can not be held responsible for extra time taken to due to unforeseen circumstances. Similarly, it may be that by employing extra resources we can finish a project more quickly than estimated. In which case the price of the quote will still remain the same.
1.5 It is not normally necessary to remove radiators, but if their removal is requested, it can be done for an additional charge. This charge will also cover their subsequent replacement.
1.6 We may on occasion request that tools be left on site overnight. The client reserves the right to decline such requests.
1.7 Quotes are valid for 28 days from issue.
2 Damage and Complaints
It is the responsibility of the client:
To remove valuable and/or fragile items from the areas to be decorated.
To remove pictures and other wall-hangings.
To remove electrical goods.
Assistance can be provided with the repositioning and/or removal of bulky furniture items and white goods, but will incur an additional charge. We reserve the right to decline to move white goods if the condition or position of the plumbing may incur a higher than normal risk of damage to the equipment or the property. We reserve the right to decline to move particularly heavy or bulky items if they present a higher than accepted health and safety risk.
2.1 We are usually happy to do favours for our clients over and above our quotations. However, past experience has proved that we are liable for any favours. Therefore we ask the client to sign a waiver for each job performed absolving us of any responsibility for any work undertaken that is not written into the quote. i.e. If it is not in the quote it is not covered by Serviceteam Limited.
2.3 Where items cannot be covered or protected, but could easily have been removed, we will request that they are removed before work commences. We cannot be held liable for damage to such items if they are not removed.
2.4 We will take every possible precaution to ensure that all vulnerable areas and any objects left in the work area are carefully and thoroughly covered and/or masked. However, there will always remain a very small risk of overspill or dust getting past these precautions. In the rare event of overspill, dust or other cosmetic damage, we will endeavour to ensure that it is satisfactorily cleaned.
2.5 We may take photographs of your property or complete a pre-existing damage form prior to the start of the project. In the unlikely event that we do damage your property, you will be covered by our insurance for the full amount. However, spurious claims that we can dispute with photo evidence or written agreement will incur a £50 charge per complaint to cover administration costs.
2.6 In the event of breakage or damage to the property Serviceteam Limited will notify the client immediately and set out steps to remedy the situation. The client must notify Serviceteam Limited, in writing within 24 hours of an alleged breakage or damage caused by our employees.
2.7 The client agrees to pay the invoice for work a maximum of 5 days after completion of the project. In the event that the client is unhappy with the standard of workmanship, the correct complaints procedure as show in these terms and condition must be followed.
2.8 All materials purchased for, or on behalf of the client, remain the property of Serviceteam Limited until payment of the final invoice by the client to Serviceteam Limited. In the event of dispute, the client agrees to allow access to the property to a representative of Serviceteam Limited to retrieve all materials that remain the property of the company.
2.9 Serviceteam Limited is not responsible for the performance or suitability of any materials, parts or products purchased directly by the client.
3 Quotation
The agreed final quote represents a written contract for the exact work to be completed.
- Any agreement made verbally is not covered by the contract unless it has been written into said contract.
- The agreement is made between Serviceteam Limited and the client. The client is identified as the name on the quotation.
- Serviceteam Limited will not enter into any dialogue, accept any requests or communicate in any way with anyone other than the client - except where the client has provided written permission that allows them to do so.
- Once agreed the client is liable for the full price of the quote.
Please check your quotation carefully.
3.1 The quote written by Serviceteam for the client represents the requests of the client. It is not a builders survey and we will not be held liable for any task that is not included in the written quote.
3.2 The client will be expected to provide electrical power, running water and toilet facilities where reasonably possible.
3.3 Unless specifically mentioned, no provision is made for repair of plastering beneath papered walls or ceiling surfaces, as it is assumed that such plastering is in good condition, and is suitable to take treatment specified. Similarly, the costs of the repairs and renewals of any defects which are not visible at the time of estimating will be chargeable, unless allowance for such items is specifically included in the estimate.
3.4 Irrespective of any insurance carried by Serviceteam Limited, the customer should inform his insurer that building works are to be carried out on the property and satisfy himself or herself that he / she is adequately covered by insurance. Unless expressly agreed, Serviceteam are not liable for the loss of or damage to the works, materials on site or any property of the customer, unless the same is caused by negligence (as defined in the Unfair Contract Terms Act 1977) of, or breach of contract by, the builder.
3.5 The acceptance of a deposit or the request to begin the project by email confirmation signifies a full acceptance and commitment to be bound by these Terms and Conditions.
3.6 In the event of cancellation by the client, the client agrees to notify Serviceteam in writing or by email 28 days before the project start date. In the event that Serviceteam is not notified of the cancellation, the client agrees to pay Serviceteam 10% of the total project cost to cover administration and scheduling costs incurred.
4 Deposits
4.1 A deposit is required to cover material expenses.
4.2 All deposits must be made by telephone or internet payment unless agreed by Serviceteam Limited.
4.3 Deposits are refundable at the discretion of Serviceteam Limited.
4.4 The acceptance of a deposit or the request to begin the project by email confirmation signifies a full acceptance and commitment to be bound by the Terms and Conditions.
5 Completion of the project
5.1 It is the client’s responsibility to make themselves available on the last day of the project for consultation, final snagging and final sign-off for the project. In the event that the client is unavailable, unless otherwise agreed in writing, the client accepts that the project has been completed to their satisfaction and payment in full is due.
5.2 Serviceteam Limited is willing, at the request of the client, prior to agreement of the Terms and conditions to allow the client to retain the sum of 5% of the total invoice for 1 week. This is to cover circumstances beyond the control of either party, which may require a commitment from Serviceteam Limited to return to the property for small repairs. The sum of 95% of the invoice is to be paid 24 hours after completion of the project.
5.3 Serviceteam Limited is happy to provide invoices for businesses and individuals. However, payment is due within the time-scales as stated in the Terms and Conditions and the amount, unless amended by Serviceteam Limited, is fixed in the quotation. Therefore, the client is liable for payment, regardless of whether an invoice has been received. A second copy of an invoice can be issued at a cost of £15 per invoice to cover administration costs.
5.4 The client agrees that the project is complete when the items on the quotation have been completed.
6 Termination of the contract
6.1 Serviceteam Limited reserves the right to terminate the project at any time.
6.2 Serviceteam Limited will not tolerate aggressive behaviour, rude behaviour, racism, nationalism, sexism, homophobia or ageism directed towards any of its staff or contractors.
If you choose to settle your account using a credit card, a charge of 2.5% of the account value will be levied - this fee is not retained by Serviceteam Limited but passed on to the credit card issuing company.
For projects scheduled to take more than 1 week to complete.
For final payment we accept Cash, Cheques, Telephone Payments,BACS or Standing Order (Bank Transfer).
Our staff are not permitted to accept cash - to pay for your deposit or completed job you must pay Serviceteam Limited directly. Your account will remain outstanding until such time as Serviceteam Limited receive payment directly by either a debit / credit card, cheque or by BACS transfer.
If you pay cash to any member of staff for either a deposit or completion of work, you will be in breach of your terms and conditions and an administrative charge of £50.00 will be charged. Additionally any deposit you have paid for completion of work will be returned less an 80% administration charge.
The client agrees to pay the invoice a maximum of 24 hours after completion of the project.
A small minority of clients choose to ignore calls, are evasive, request multiple invoices, obfuscate or are unavailable for contact after the project has been completed and payment is due. Serviceteam Limited reserve the right to process the outstanding invoice and receive payment within 5 days of completion. The client agrees that card or account information provided to Serviceteam Limited, may be used to process the outstanding amount. Serviceteam Limited are fully compliant with the Data Protection Act in this matter.
Should the outstanding balance not be settled within 5 days, Serviceteam Limited reserve the right to levy an administration charge of £80.00
In the event that Serviceteam Limited Limited cannot recover any outstanding amount after 10 working days, we will employ the services of a debt collection agency. The client accepts that the debt collection agency will increase the outstanding amount to cover their costs - this fee is levied as soon as the debt is passed from us to them and usually amounts to 33% of the cost of the invoice - it is therefore strongly in your interests to settle your invoice as soon as possible to avoid these extra costs. Once the debt passes from us to the debt collection agency, we have no further involvement in the account and cannot reverse the process or any associated fees.
Serviceteam are committed to ensuring that our customers are satisfied with our service. If for any reason you are not, you should follow our complaints procedure as set out below:
- You should in the first instance contact us by phone to let us know if you are unhappy with any aspect of our service. We will endeavour to rectify the problem if we agree that is is within our scope to rectify and let you know what we intend to do.
- If you are still unhappy after we have tried to rectify the problem, or if the person that you speak to by phone cannot help you should ask to speak to the Customer Service Manager who will listen to your complaint and will endeavour to resolve it if it is within his or her scope to rectify
- If after speaking to the Customer Service Manager, you are still dissatisfied, you must put your complaint in writing to the Customer Service Department, Serviceteam Limited, 48 Beak Street, London W1F 9RL. If your complaint is about a service that we have provided to you, your letter should contain your account number, your order number and a full breakdown of the specific complaint, including the name of the person whom you spoke to first and, for quoted work, a copy of the quote and a list of items that you feel have not been provided to your satisfaction.
- After receiving your written complaint, the Customer Service Department will undertake an investigation, the result of which will be communicated to you in writing, within 28 days of us receiving your letter. If the balance of your account has already been charged to your card, and we agree after having completed our investigation that you are due a refund, we will issue this refund with 5 days of the date of completion of the investigation.
If your complaint is about a service that we have provided to you, you must:
- Pay the undisputed part of your account (unless the balance has been collected from your card already).
- Let us know within 48 hours of completion of the work.
Complaints received that have not followed this complaints procedure will not be investigated.
We will never sell or otherwise pass on your contact details to any other company or third party, unless required to do so by law. When you contact us, your details may be retained to assist with your enquiry. Your details will be used for correspondence and may also for marketing purposes by Servicetetam. If you do not wish for your details to be used for marketing purposes please contact us.
Serviceteam Limited collects details about you from your use of our service and your visits to our web site and other sites accessible from them. We also collect information about the transactions you undertake including details of payment cards used. Card information is encrypted on our server and is held only for as long as is necessary for the management of your account with us.
We may collect additional information in connection with your participation in any promotions or competitions offered by us and information you provide when giving us feedback . We also monitor customer traffic patterns and site use which enables us to improve the service we provide.
Cookies - "Cookies" are small pieces of information sent by a web server to a web browser, which enables the server to collect information from the browser. Serviceteam uses cookies for a number of purposes, for instance to enable us to simplify the logging on process for registered users, to help ensure the security and authenticity of registered users, to provide the mechanisms for online payments and to enable traffic monitoring. Non-registered visitors of the site are sent anonymous cookies to keep track of their browsing patterns and build up a demographic profile.
Whilst you do not need to allow your browser to accept cookies in order to browse much of our web site or to access many of our services, you must have cookies enabled if you wish to pay for services online or access any areas reserved for account holders. Most browsers allow you to turn off the cookie function. If you want to know how to do this please look at the help menu on your browser.
Access rights - To obtain a copy of the personal information Serviceteam Limited holds about you, please write with full details to us at: Data Protection Officer, Serviceteam Limited, 48 Beak Street, London W1F 9RL enclosing your cheque or postal order for £10 payable to Serviceteam Limited.
From time to time Serviceteam run promotions and offers - these promotions and offers come with the following conditions:
- Discount is limited to labour costs only on hourly rate jobs, half-daily rate jobs and daily rate jobs.
- Materials costs are not included in the promotion.
- Fixed price quotations are not included in the promotion.
- Discounts cannot be combined - one promotional discount may be used per transaction.
- Offer periods are limited - refer to the specific promotion for validity period.
- Serviceteam reserve the right to withdraw this offer at any time.
- Errors and omissions excepted.
Serviceteam Limited. Company number 07063217. Registered office 48 Beak Street, London, W1F 9RL.
Website : http://www.serviceteam.co.uk
E-mail address: info@serviceteam.co.uk
Customer Services: customerservice@serviceteam.co.uk
Telephone number: 0207 437 0236
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