Terms and Conditions

At Love Your Home Building Services we aim to make everything as straightforward as we can.

Our terms and conditions are written in plain English and are as jargon-free as possible. If you would like any help or more information, please get in touch with our customer services team at sales@loveyourhomebs.com

Background

In these Terms & Conditions Love Your Home BS LTD (a company registered in England & Wales with company number 1148287) will be referred to as ‘the Company’ and the person ordering the product will be referred to as ‘the customer’.

All the terms of the contract between the customer and the Company are contained in this document and written specifications provided to the customer by the Company on the website. No variation of the terms shall bind either party unless such variation is made in writing and signed by the party to be bound.
Any concession, latitude or waiver allowed by the Company at any time shall be without prejudice to their strict and full rights under this contract and shall not prevent the Company subsequently exercising such rights.
We try to keep information on the website and in marketing materials relevant and up to date. However, such information should be used as a guide only because products and services are frequently updated and changed.
Any reviews or comments made by members of the public on this website are their opinions only and do not form any part of the specification or advice given by the Company about products or services we supply.
Pictures, text, videos and other material contained on the Company’s website(s) and literature are subject to copyright restrictions and must not be copied or reproduced without the written consent of the Company.
Trademarks and other intellectual property of the Company are protected and not to be replicated or reproduced.

Inspection of the site

If a virtual assessment is completed or a customer is given the opportunity to send photos to the Company using a customer specific weblink. This link is displayed on screen immediately after the order is placed and also sent on email. By viewing the photos in advance the Company can discuss any technical aspects of the installation prior to the engineer attending; this makes the installation process run as smoothly as possible ensuring the right charger and materials are delivered to enable a suitable installation. The customer agrees that any photos supplied during or after the ordering process are true and accurate images of what the engineer will see at the installation site.
If, upon physical inspection of the site, it is determined that equipment ordered is unsuitable or technically not possible to install as ordered, then the Company will inform the customer of why the installation cannot go ahead as ordered and discuss alternative options including any delay to installation that may be incurred. If the customer declines the alternatives offered, or if no alternatives can be offered, then the Company will give a full refund to the customer and remove any materials that may have already been delivered to site.
In exceptional cases where the Company determines an installation cannot take place, the Company reserves the right to decline any order at any time. Should the Company decline an order, no damages or expenses of any kind shall be payable by the Company to the customer beyond the refund of any money already paid in relation to the contract.
If, during the installation process, it is determined that more equipment or a significant amount of extra work is required, then the Company will inform the customer of any increase in costs prior to these costs being incurred. The customer will also be informed of any delay to installation that may be incurred. If the customer declines any extra equipment or work required to facilitate the installation work they are entitled to a full refund.
The Company reserves the right to decline any order at any time up until completion. Should the Company decline an order, no damages or expenses of any kind whatsoever shall be payable by the Company to the customer beyond the refund of any money already paid in relation to the contract.
Any changes in materials and/or specifications from those detailed in the contract, will only apply when supported by an Amendment to Order document issued by the Company, which must be approved by the customer (this approval may be carried out either by physical documentation or by email).
Whilst every effort is made to ensure the delivery and installation timescales agreed during the ordering process are met, the Company reserves the right to delay installation for reasons including (for example) fires, strikes, illness, severe weather, lockouts, terrorism, war and any other causes beyond the control of the Company interfering with its execution or completion of the contract. Time shall not be deemed to be the essence of the Contract.

Carrying out installation work

The customer will need to provide free access to and from the installation property (both internal and external access will likely be required) on the agreed dates so that we can deliver and install equipment. You must also provide free access to water and electricity (where applicable) for installing and testing your new equipment.
It is the responsibility of the customer to ensure there is adequate vehicle parking for the engineer to park their van within 25 meters of the entrance to the property. Any charges for parking are to be paid by the customer. If a permit for parking is required, it is the responsibility of the customer to organise the permit or notify the Company of the restriction at least two working days before the engineer/delivery is due to arrive (or at the time of ordering, whichever is sooner).
During the fulfilment of this contract, the customer agrees to provide a safe and respectful workplace for any persons attending the installation address. Persons attending a property to carry out work connected with this contract will leave the property if rude, abusive or unsafe conditions are encountered. If this happens, it will be at the sole discretion of the Company if a reattendance is arranged and what the charge for such a reattendance will be. In any event, no refund will be due from the Company to the customer if the site is vacated for reasons of safety, abuse or general rudeness.
Prior to any attendance by the Company, it is the customer’s responsibility to secure any permissions, licences or permits that may be required to authorise the work. Examples of such permits could be a listed building consent, landlord consent or freeholder agreement.
The Company will always endeavour to complete works between 8am and 10pm.
Due to the Company’s policy of continuous improvement, the customer shall have the benefit of any modification the Company may make to its products and procedures, albeit these changes may be made without prior notice to the customer. All illustrations within the company’s website (and any advertising, marketing material or literature) and that of its suppliers are subsequently intended as a guide only.
Whilst all reasonable care will be taken by the Company, it accepts no liability for any damage to existing plaster work, decorations, flooring etc which may be consequent upon the carrying out of the work detailed. Cuts or holes made to allow for equipment will not be made good and may require the services of a 3rd party contractor. Floor boards will be reinstated or replaced where necessary but special and/or laminated floors cannot be permanently re-fixed. Any carpets which are lifted will be re-laid to the best of our operative’s ability, however, we cannot be held responsible for carpets which have been nailed or glued down. It should be anticipated that an amount of redecoration may be required, this will be the customer’s responsibility and is not included in the price.
Whilst engineers working on behalf of the Company will take reasonable care not to damage wiring, plumbing and other services at your property, the Company cannot be held responsible for any consequential damage caused to existing services/installations that are not clearly visible or susceptible to damage due to age or condition.
The Company will not be liable for any damage to your home which is caused as a direct result of structural defects or weaknesses at the installation address whether they are visible or not. If you are unsure of the structural integrity of your building you should engage an appropriately qualified structural surveyor prior to any attendance the Company may arrange in connection with the contract.
Products and building materials can vary in colour, texture and general appearance. The Company accepts no liability for any materials used during the installation process having variations in colour, texture and general appearance. When matching materials (such as bricks and tiles) to existing materials which are part of the house, a close match is often not possible due to older products becoming obsolete and the effects of weathering over time. In summary, the Company accepts no liability for any materials introduced to the property matching any existing materials and explicitly states variations in colour, texture and general appearance are likely and will be accepted by the customer. The customer agrees to make available their own materials, at their expense, at the time of the work taking place if they would like a specific material (such as a matching brick) to be used.
When adding new equipment to your house, our engineer will need to inspect existing relevant infrastructure to ensure it meets current regulatory standards and is of suitable performance. Should your existing infrastructure fail to meet relevant standards/capacity then we will give you the options to bring the infrastructure up to a standard which allows new equipment to be connected. At this point you may cancel your order for a full refund. If you do not wish to authorise the required additional work(s) but still wish the new equipment to be installed, we will leave the equipment for final connection by others and will not be able to commission the equipment. In such circumstances the customer is still liable to make payment in full as if the installation had been completed.
The engineer will take pictures of your installed equipment and relevant infrastructure for the Company’s auditing process and for our own records, these may be used for marketing purposes. The engineer may also attend with other people including managers, supervisors, trainees or apprentices. From time to time the Company may use pictures of installed equipment for marketing purposes.
During installation, our health and safety plan requires the engineer to have access to working communication devices.The house holder agrees to make available to the engineer access to their telephone and internet connection for no charge.
Upon completion of all physical works at the property, the customer (or their representative) may inspect the work before the engineer departs. Once the Company’s appointed engineer is satisfied that the work is complete and the customer (or their representative) has been given the opportunity to inspect, then all works required to fulfil the contract are deemed to have been completed.
When installing new equipment other trades may be required to complete the work or work in conjunction with us. For example, a builder may be required to dig trenches etc. In such circumstances, the company will endeavour to leave the equipment working until another engineer can attend and perfect the installation at a time convenient with the customer. We may require evidence of any such works compliance in the form of photographs.
Sometimes things do not go to plan with the installation of new equipment. The customer agrees to give the Company and its engineers reasonable opportunities to put things right by providing access to the installation address and time to remedy any faults or problems. In addition to this, the customer undertakes to minimise or avoid any losses it may suffer as a result of the actions (or non-actions) of the Company or the appointed engineer.
New equipment can sometimes not function correctly once first installed (for example a part may have become dislodged internally during transit). The Company works proactively with both customers and product manufacturers/suppliers in such circumstances to rectify the issue as quickly as possible. Sometimes faulty equipment needs refitting which can cause significant delays and inconvenience; the Company will do all that it reasonably can to minimise disruption to the household.
If something within the customer’s responsibilities/control (such as removal of asbestos or improving existing infrastructure) prevents delivery and/or installation of any goods/services ordered for more than 12 months after the order was placed with the Company, then the Company will be deemed to have performed the contract in full and entitled to retain all monies paid to date without deduction or refund in full or in part without the supply of any further goods/services.
The Company is not liable for any loss of profit, loss of business, business interruption or business opportunity under any circumstances.
Unless stated otherwise, all cables will be concealed by chasing into the building fabric or concealed in building voids, under floors, etc. Where impracticable, cabling will be neatly surface run, either clipping direct or housed in trunking / conduit.
Where carpet or flooring coverings may require lifting to allow concealed installation work, no charge is made for this service, with best endeavours being made to avoid damaging them and to refit them to an acceptable standard. However, consideration of employing a specialist fitter may be prudent, at your cost to effect a fully satisfactory reinstatement.
Where agreed beforehand, chases to walls, etc will be re-filled to approximately 2mm below plaster finish depth, however final finishing of skim coat plaster and final decoration is excluded.
All endeavours will be made to undertake installation work to a clean standard, using dust sheets and vacuum cleaning equipment as necessary.
Clearing and / or moving of furniture and other items blocking access to work areas are not included.
Except where detailed, builders’ work (creating holes larger than 50mm diameter, creating support structures, etc) are not included, except as outlined above.

Finance and Payments

All final invoices are issued on satisfactory completion of the work by the Company to the customer. Whilst any undisputed amount of money is outstanding, the Company is entitled to delay or defer any or all work without any penalty due from the Company to the customer whatsoever.
All goods supplied remain the property of the Company even though installed, by way of a lien, until fully paid for.
All the prices displayed by the Company include VAT unless otherwise stated. Delivery and other service charges will be confirmed on screen or in writing during the specification and purchase process. After the point a customer completes an order to the Company, the price should not change even if the applicable VAT rate does.
In the event of suspension or cancellation of the work at the request of the customer, or lack of instructions or delay on site caused by matters beyond the control of the Company, any extra expenses thereby incurred or losses suffered by the Company shall be chargeable to the customer along with a reasonable addition for administration and overhead costs. This condition shall not be construed as to affect any statutory or common law rights of the customer.
The Company reserves the right at its sole discretion to accept or refuse any order placed by the customer until the appointed engineer has inspected the site and accepted the order.
The customer is responsible for disposing of any packaging. Debris will be removed from site as part of the contract price, but this does not include the removal of any dangerous/hazardous waste material such as asbestos which we become aware of before or during the installation. It is the responsibility of the customer to arrange for the safe removal and disposal from site at their own expense and to provide the Company with a Clean Air Certificate as proof this work has been completed.
If the customer would like to keep any old equipment or material that will be removed as part of any installation work ordered, they must let the appointed engineer know on the day of install. If requested by the customer, the Company will organise a skip for removal of all materials at cost price.
Party Wall Act; it is the responsibility of the customer to undertake a party wall agreement with any neighbouring properties where required in advance of the Company attending site to carry out work.
Under Construction (Design and Management) Regulations 2015 the Company needs to ensure operatives working on the site have access to welfare facilities including; a toilet, washing facilities, drinking water and facilities for rest in a warm indoor area. To reduce costs, the customer agrees to provide access to these facilities within the existing property for workers to use in a clean and respectful way. If the customer would like the Company to make alternative arrangements to comply with these CDM Regulations, they will notify the Company at least 14 days before any onsite works are due to commence and pay the additional cost of hiring such facilities 7 days prior to work commencing.

Cancellation

The customer will lose the right to cancel set out below should the Company complete the installation of your new equipment within 14 days of your order being placed and the customers has requested that the Company perform services within this 14-day period as it will be deemed that the Company has been engaged to carry out urgent maintenance or repairs at the customer’s household.
The customer has a right to cancel this contract within 14 days without giving any reason provided the following conditions are satisfied;
1. Notice of cancellation is emailed to sales@loveyourhomebs.com either before any delivery is made, or within 14 days of the order being placed.
2. Notice of cancellation is emailed to sales@loveyourhomebs.com prior to the engineer attending site on the agreed date.
3. Any email sent intended to serve as your statement of cancellation should be clear and unambiguous. You may use the following style of wording although this is not obligatory “I/we hereby give notice of cancellation for the contract number [insert contract number] for the supply of [item you wish to cancel] to [property address]. Signed [insert your name].”
If the equipment has already been delivered, then the customer can cancel the order and receive a full refund. For the avoidance of doubt, due to the nature of the equipment, only the Company’s appointed agents may transport equipment to be refunded. The customer is responsible for keeping any good to be refunded secure and provide access for collection when required.

Warranty specification

(this doesn’t affect your right under the consumers rights act 2015 or any other consumer legislation)

Most items of significant value supplied by the Company are supported with a manufacturer backed parts and labour warranty. Upon request, if making a claim under the warranty, after the installation, the company will ordinarily register your equipment warranty with the manufacturer and may email you the relevant details. For the avoidance of doubt, the warranty is provided by the manufacturer of the equipment supplied and not by the Company.
Any guarantee shall be null and void if payments are not made on the due dates and the above conditions are not adhered to. Furthermore, neither the Company nor the manufacturer of any parts or equipment will be liable to you, whether under this contract or otherwise (and whether to carry out any warranty repairs or otherwise) where any failure, fault or problem arises as a result of;
1. Any failure of the customer or third parties in the care, operation, inspection, servicing or maintenance of any of the equipment which is not done strictly in accordance with the manufacturer’s instructions.
2. The customer is responsible for maintaining full and accurate service records for all equipment, without such records any warranty will be void.
Any deliberate damage or vandalism.
Damage caused by circumstances outside the control of the Company or the equipment manufacturer.
The replacement of any lamps, bulbs or filaments are excluded from the warranty as are any timers, thermostats, lockout devices or other such devices that may be connected to, or part of, the equipment after the expiry of the individual items relevant warranty period as detailed by the manufacturer.
You must notify the manufacturer of any warranty claim against equipment or components as soon as reasonably possible once you become aware of the fault with a product. The contact details are supplied in the instruction manual or you can email sales@loveyourhomebs.com
The Company, or any engineer appointed by the Company, is under no obligation to carry out any visual inspection or testing on any existing equipment (except as part of their regulatory duties). The risk of any of the existing systems failing once the new equipment is installed is solely the responsibility of the customer. If the customer wishes to reduce this risk they can, at their own expense and independently of the Company, organise a suitable inspection and test of the existing system prior to the installation of new equipment being carried out.

When the Company re-attend at the customer’s request but no fault is found, or the issue relates to something the Company is not responsible for, then the Company reserves the right to make a reasonable charge to cover costs for such an attendance.

COMPLAINTS POLICY The business always endeavours to provide the best service for every customer. However, on rare occasions, there may be times where a customer may not be completely satisfied. To ensure the business is able to put things right as soon as possible, please read our complaints procedure below. The business will then be able to respond promptly to ensure complete satisfaction.

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 the high standards the business aims to achieve.

In the unlikely event there is anything you are not completely satisfied with, please contact the business as soon as possible so the problems can be rectified as soon as possible.

Our Procedure

Either call, email or write* to us. The business aims to respond within 5 days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised.

Where the business is unable to resolve your complaint using the business complaints procedure, as a Which? Trusted Trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event that the business cannot remedy your complaint to your satisfaction you may wish to refer your complaint to them. If you wish to do so please contact Which? Trusted traders in the first instance on 0117 456 6031.

*please request proof of receipt if posting

Contact Information

The Seller of this product is:

Mailing address: Love your home BS LTD 1 Park Road, Hampton Wick, Kingston Upon Thames, KT1 4AS.

Terms and Conditions

Background

Inspection of the site

Carrying out installation work

Finance and Payments

Cancellation

Warranty specification

Our Procedure

Contact Information

Privacy Policy

Term and Conditions

Cookie Policy

Terms and Conditions

Background

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Inspection of the site

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Carrying out installation work

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Finance and Payments

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Cancellation

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Warranty specification

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Our Procedure

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Contact Information

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