RoofSurv UK Limited Terms and Conditions
The Customer’s attention is specifically drawn to clause 5 (Information we require from you), clause 6, (Customer Obligations), clause 9 (Who can rely on our Services) and clause 10 (Limitations on Services).
1. WHERE TO FIND INFORMATION ABOUT US AND OUR SERVICES
1.1 You can find everything you need to know about us, Roofsurv UK Limited, and our Services on our website or from our staff by telephone before you order.
1.2 Our office hours are Monday – Friday 8:30am – 4:30pm.
1.3 Our contact details are:
1.3.1 Telephone Number: 0330 1740147
1.3.2 Email Address: info@roofsurvuk.co.uk
1.3.3 Website Form: https://www.roofsurvuk.co.uk/
2. OUR SERVICES
We attend your premises (“Premises”) to perform an assessment of your roof using our drone service. We compile the findings into a report (“Roof Assessment Report”) which we provide to you via email, (together the “Services”).
3. MAKING AN ORDER FOR SERVICES
3.1 How you can make an Order and book the Services
3.1.1 You can request the Services by completing our website form or via telephone as set out at clause 1.3 above; and
3.1.2 You will promptly receive confirmation we have received your order and we will contact you again via telephone, email or sms (normally within 48 hours) to confirm we’ve accepted your order and to organise our appointment at the Premises to provide the Services.
3.2 Occasionally we may need to reject an order. If this happens, we let you know as soon as possible and refund any sums you have paid.
4. PAYMENT
4.1 We will provide a quote via our website once you have completed our website form or via telephone. If you wish to proceed, we will charge you for the Services when we contact you to you book the provision of the Services.
4.2 If we’re unable to collect any payment you owe us, we charge interest on the overdue amount at the rate of 4% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.
4.3 If the rate of VAT changes between your order date and the date we supply the service, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.
5. INFORMATION WE REQUIRE FROM YOU
5.1 We require you to provide certain information to enable us to quote for and provide the Services. If you do not provide such information, we may not be able to provide a quote or the Services.
5.2 We shall have no liability to you where we cannot provide the Services or any part of the Services due to your failure to provide information we reasonably require, except where we have been negligent.
5.3 It is your responsibility to ensure all information provided to us is accurate and complete.
5.4 This list is not exclusive and may vary, however as a guide, the type of information we may require includes, but is not limited to:
a. Contact details;
b. Premises address;
c. Full details of any restrictions or covenants which apply at the Premises and which may affect the provision of the Services; and
d. Whether there is a current asbestos report in relation to the Premises.
6. CUSTOMER OBLIGATIONS
6.1 To enable us to provide the Services you must:
6.1.1 ensure we have full access to the Premises and loft areas of the Premises;
6.1.2 provide parking for us and our personnel within 50m of the Premises;
6.1.3 provide proof of authorisation for us to perform the Services from the Premises owner and ensure the owner or a person authorised by the owner is physically present at all times while the Services are being provided at the Premises;
6.1.4 promptly provide any information we reasonably require to be able to provide the Services including the drone assessment of your roof; and
6.1.5 inform us of any matter which may potentially affect the provision of the Services, by way of examples and this list is not exhaustive, if:
a. there is a covenant affecting the Premises which may restrict or prevent the provision of the Services;
b. the Premises is a listed building; or
c. the Premises is in an area of outstanding natural beauty.
6.2 Please note that, if we arrive on-site and we are restricted access and/or are unable to fully provide the Services, no refund will be given except where we are at fault or have been negligent.
7. WE MAY CHARGE YOU EXTRA IF YOU DON’T GIVE US INFORMATION WE NEED OR DO PREPARATORY WORK AS AGREED WITH US
We charge you additional sums if you don’t give us information we’ve asked for about how we can access the Premises to provide the Services or if you don’t do preparatory work to prepare for the Services, as reasonably required us. We may need to return on another vehicle or with extra manpower, reschedule some or all of the Services, or carry out additional work and we may charge for such extra costs incurred. By way of example, if the gutters at the Premises are filled with leaves, we will not be able to survey and report on the condition of the gutters until such leaves have been cleared.
8. WE’RE NOT RESPONSIBLE FOR DELAYS OUTSIDE OUR CONTROL
If our supply of the Services is delayed by an event outside our control, such as if, due to strong wind or poor weather conditions the drone cannot be flown safely, we will contact you as soon as possible to let you know and do what we can to reduce the delay and, if required, rearrange the appointment with you. As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team at the details set out in clause 1.3 above to end the contract and receive a refund for any Services you have paid for in advance, but not received.
9. WHO CAN RELY ON OUR SERVICES
9.1 Once we have provided the Services, you may wish to engage a contractor to perform repair work to your roof as recommended in our Roof Assessment Report.
9.2 You must procure that any contractors you engage assess the work to be performed themselves. The Roof Assessment Report is to be used a guide only.
9.3 The Roof Assessment Report is for the use of the person who ordered the Services only. It must not be shared with any person other than a contractor except with our prior permission in writing.
9.4 The Roof Assessment Report can be shared with any new owners of the Premises with our prior permission in writing and an administrative charge shall apply before such permission is granted.
9.5 The Roof Assessment Report should not be shared for legal purposes without informing us and you will need to provide proof of purchase.
10. LIMITATIONS TO THE SERVICES
10.1 The following limitations apply to our Services:
10.1.1 The Services are provided in good faith and designed to give you an independent report of the condition of your roof, however there may be some restrictions that we face on-site and some areas of the roof that are impossible to reach or not visual to assess.
10.1.2 You should use our report to give you information about the condition of your roof only but the actual repairs that you decide to get carried out will be at your own risk and contractually between you and the contractor.
10.1.3 We do not hold any responsibility for the condition of your roof at any time and you should ensure that you have a competent contractor assess your roof and provide you with a detailed quotation before you decide to carry out any works.
10.1.4 Our survey is purely to identify problems that are obvious and current.
10.1.5 It is your responsibility to inform us and any contractors you engage, if you have any restrictions with your property, if it is in a conservation area or if it is a listed building.
11. IF YOU BOUGHT THE SERVICES ONLINE OR OVER THE TELEPHONE, YOU HAVE A LEGAL RIGHT TO CHANGE YOUR MIND
11.1 You have 14 days after the date we confirm your order to change your mind about a purchase, but you lose the right to cancel any of the Services, when they have been completed (and you must pay for any Services provided up to the time you cancel).
11.2 If you change your mind, contact our Customer Service Team at the details set out in clause 1.3 above or fill in the cancellation form at the end of these terns. We refund you as soon as possible and within 14 days of you telling us you’ve changed your mind. We refund you by the method you used for payment. We don’t charge a fee for the refund.
11.3 We tell you when and how you can end an on-going contract with us (for example, for regular services) during the order process and we confirm this information to you in writing after we’ve accepted your order. If you have any questions, please contact our Customer Service Team at the details set out in clause 1.3 above.
12. YOU HAVE RIGHTS IF THERE IS SOMETHING WRONG WITH YOUR SERVICE
12.1 If you think there is something wrong with your service, you must contact our Customer Service Team at the details set out in clause 1.3 above.
12.2 Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk.
Summary of your key legal rights
Where you purchase Services, the Consumer Rights Act 2015 says:
- You can ask us to repeat or fix a service if it’s not carried out with reasonable care and skill, or get some money back if we can’t fix it.
- If a price hasn’t been agreed upfront, what you’re asked to pay must be reasonable.
- If a time hasn’t been agreed upfront, it must be carried out within a reasonable time.
13. WE CAN CHANGE SERVICES AND THESE TERMS
13.1 We can always change the Services to reflect changes in relevant laws and regulatory requirements or to make minor technical adjustments and improvements. These are changes that don’t affect your use of the service.
13.2 If we make a major change to the Services or these terms, we will notify you and you can then contact our Customer Service Team at the details set out in clause 1.3 above to end the contract before the change takes effect and receive a refund for any Services you’ve paid for in advance, but not received.
14. WE CAN SUSPEND SUPPLY (AND YOU HAVE RIGHTS IF WE DO)
14.1 We can suspend the supply of Services. We do this to:
14.1.1 deal with technical problems or make minor technical changes;
14.1.2 update the service to reflect changes in relevant laws and regulatory requirements; or 14.1.3 make changes to the service (see We can change Services and these terms).
14.2 We will contact you in advance to tell you we’re suspending supply of the Services, unless the problem is urgent or an emergency. If we suspend the Services, or tell you we’re going to suspend the Services, for more than 2 weeks you can contact our Customer Service Team at the details set out in clause 1.3 above to end the contract and we’ll refund any sums you’ve paid in advance for Services you won’t receive.
14.3 We can stop providing a service. We let you know at least 48 hours in advance and we refund any sums you’ve paid in advance for Services which won’t be provided.
14.4 We can end our contract with you for Services and claim any compensation due to us if:
14.4.1 you don’t make any payment to us when it’s due and you still don’t make payment within 7 days of our reminding you that payment is due;
14.4.2 you don’t, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the Services;
14.4.3 you don’t carry out any preparatory work reasonably required to enable us to provide any of the Services;
14.4.4 you do not give us access to carry out the Services; 14.4.5 you cancel the Services, except in accordance with clause 11.1, or clause 12 where we are at fault.
15. WE DON’T COMPENSATE YOU FOR ALL LOSSES CAUSED BY US OR OUR SERVICES
15.1 We’re not responsible for losses you suffer caused by us breaking this contract if the loss is:
15.1.1 Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable);
15.1.2 Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We’re not responsible for delays outside our control; or
15.1.3 Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
16. WE USE YOUR PERSONAL DATA AS SET OUT IN OUR PRIVACY NOTICE
How we use any personal data you give us is set out in our Privacy Notice.
17. YOU HAVE SEVERAL OPTIONS FOR RESOLVING DISPUTES WITH US
17.1 Our complaints policy.
17.1.1 Most complaints can be resolved quickly and informally through discussion with us. If this does not resolve the problem, you should initiate the formal procedure set out below.
17.1.2 You should put your complaint in writing and submit it to us at info@roofsurvuk.co.uk.
17.1.3 The written complaint should set out the nature of the complaint, including any relevant facts, dates, and names of individuals involved so that we can investigate it.
17.1.4 We will then investigate your complaint. If necessary, we will ask you for additional information. In some instances, we may not be able to start our investigation until you have provided additional information.
17.1.5 In the majority of cases the outcome of our investigation will be provided to you in writing. Where possible we aim to provide a substantive response within one calendar month of acknowledging your complaint but whether this is achievable depends on the complexity of your complaint and the level of investigation required. There may also be unforeseen circumstances which prevent a response within one calendar month. Our initial acknowledgement letter will confirm our anticipated response date.
17.1.6 Occasionally, after the investigation, we may invite you to a meeting to discuss your complaint. We will always seek to arrange this meeting to be held at times convenient to both you and us. If there is a meeting, we will write to you within 5 days confirming what was discussed and/or agreed.
17.1.7 If we have to change any of the timescales above, we will let you know and explain why.
17.1.8 If after receiving our substantive response or after any meeting, you are still not satisfied, you can write to us again explaining your dissatisfaction. We will then reconsider your complaint. We will send you our final response within 8 weeks of your original complaint.
17.1.9 The Citzen advice Advice Bureau can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently.
17.2 Resolving disputes without going to court. Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. You can submit a complaint to Citizens Advice through their website at https://www.citizensadvice.org.uk. Citizen Advice does not charge you for making a complaint, and if you’re not satisfied with the outcome you can still go to court.
17.3 You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
18. OTHER IMPORTANT TERMS APPLY TO OUR CONTRACT
18.1 We can transfer our contract with you, so that a different organisation is responsible for supplying your Services. We’ll contact you to let you know if we plan to do this. If you’re unhappy with the transfer you can contact our Customer Service Team at the details set out in clause 1.3 above to end the contract within 14 days of us telling you about it and we will refund you any payments you’ve made in advance for Services not provided.
18.2 You can only transfer your contract with us to someone else if we agree to this. We reserve the right to refuse to provide any of the Services in such context and we will refund you sums paid for any Services not received.
18.3 Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
18.4 If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
18.5 Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.
18.6 Laws applicable to the contract. The contract, and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with it or its subject matter or formation, shall be governed by and construed in accordance with the law of England and Wales.
18.7 Jurisdiction. The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with the Contract or its subject matter or formation.
Cancellation
If you wish to withdraw from the contract, please contact us at the address below stating your full name, the address relating to the contract, and details of the proposed work, along with the fact that you wish to cancel.
Notification should be sent in writing to: Roofsurv UK Limited, Unit 91 Old Barn Farm Road, Woolsbridge Industrial Estate, Wimborne, BH21 6SP, 03301740147 or info@roofsurvuk.co.uk, or via our contact form.