Terms of service.

1. Definitions
In these Terms and Conditions, Hooks Renovations is referred to as “the Company” and the person(s) signing the contract is referred to as “the Customer”.

2. Control of Work & Modifications
The Company retains full control of the production and installation of the product. The Customer agrees that the Company may make minor modifications to the specifications of materials and design at its discretion without prior notice.

If a major modification is necessary, the Company will inform the Customer and seek agreement. The Customer agrees not to unreasonably withhold or delay consent to such modifications.

3. Product Availability
If, for any reason beyond the Company’s reasonable control, the Company is unable to supply any item or part of the order, the Company will notify the Customer. With the Customer’s agreement, a replacement of equal standard or value will be supplied.

4. Delays Beyond Company Control
The Company shall not be liable for delays caused by circumstances beyond its reasonable control, including but not limited to:

  • Inclement weather

  • Unreasonable site conditions

  • Disputes or proceedings involving third parties

  • Delays caused by other contractors or tradesmen not appointed by the Company

  • Additional or amended works authorised by the Customer

  • Labour shortages, strikes, or lockouts

  • Difficulty in obtaining materials

A fair and reasonable extension of time shall be granted for completion.

5. Customer Cooperation & Access
The Customer agrees to do all that is reasonably possible to enable delivery and installation on agreed dates.

Where unforeseen circumstances arise, the Customer must contact the Company to arrange an alternative date.

The Customer agrees to provide access to the premises for delivery, installation, and any necessary follow-up visits.

6. Unsuitable Premises
If the structure, condition, or suitability of the premises makes installation impractical due to structural or technical difficulties, the Company reserves the right to terminate the contract.

In such cases, any deposit paid will be refunded. However, the Company shall not be liable for any losses suffered by the Customer.

7. Survey & Pricing Adjustments
All products are made to measure and subject to survey. A technical surveyor will assess the premises, including measurements, plumbing, drainage, and services.

If the survey identifies issues that result in the project being underpriced for reasons beyond reasonable expectation:

  • The Company will inform the Customer immediately

  • Both parties will attempt to agree on a revised price

If no agreement is reached, either party may terminate the contract and all monies paid will be refunded in full.

Where incorrect pricing results from inaccurate information provided by the Customer, the Company shall not be liable for any losses, although deposits will still be refunded.

8. Customer Responsibilities
The Customer agrees:

  • To provide continuous access to water, gas, and electricity at no cost to the Company

  • To ensure the property is ready for installation

  • To remove or protect personal belongings

9. Damage & Redecoration
The Customer acknowledges that installation work, including removal of existing fixtures, may cause damage to decoration and fittings.

Redecoration is the responsibility of the Customer and is not included in the contract price unless explicitly stated.

This does not exclude the Company’s responsibility for damage beyond what is reasonably expected during installation.

10. Materials & Unforeseen Works
The Company cannot be held responsible for unforeseen work required to complete the installation. Any additional work may result in extra costs added to the final balance.

11. Delivery, Risk & Ownership
Risk of loss or damage to goods passes to the Customer upon delivery or collection.

Ownership of goods remains with the Company until all payments due under the contract have been paid in full. Until ownership passes, the Customer must keep goods in good condition and adequately insured.

12. Payment Terms
Payment is due immediately upon completion unless otherwise agreed.

  • Invoices must be paid within 7 days of issue

  • Payment methods include cash, cheque, debit/credit card, BACS, or finance arrangements

  • The Customer must retain proof of payment

Failure to pay may result in legal proceedings. The Company reserves the right to:

  • Cancel any discounts applied

  • Charge interest at 2.5% per month on outstanding balances

13. Retention for Minor Defects
In the event of minor defects, the Customer shall not withhold more than 5% or £250 (whichever is greater) of the outstanding balance.

14. Guarantee
The Company guarantees the quality of workmanship and materials for a period of 12 months from completion, provided full payment has been made.

  • The guarantee is non-transferable

  • The guarantee is void if full payment is not made on time

  • This does not affect statutory rights

15. Callbacks & Charges
If the Customer requests a callback, the Company will attend to rectify any issues relating to its work at no cost.

If the issue is unrelated to the Company’s work, charges may apply:

  • Call-out fee: £64.99

  • Labour: £32.50 per hour

16. Changes to Contract
The Company may agree to changes to the contract; however:

  • Changes must be authorised by the Company director

  • Changes will not affect the Company’s contractual rights

17. Cancellation Rights
The Customer has the right to cancel within 14 days of signing the contract.

  • Full refund of deposit within 14 days

  • After 14 days, cancellation fees may apply (typically 10%)

  • If work has commenced, reasonable costs must be paid

  • Custom-made items are non-refundable once ordered

  • Orders cancelled with less than 7 days’ notice may still be invoiced for items costing £500 or more

If the Customer requests work to begin within the 14-day cooling-off period, written confirmation is required.

18. Deposits
Deposits are refundable only within the 14-day cancellation period and will be returned via the original payment method.

19. VAT
Prices include VAT at the prevailing rate at the time of order. Any increase in VAT will be added to the final balance.

20. Legal Compliance
The Company will supply goods and services in accordance with the Customer’s legal rights. Any concerns should be raised directly with the Company.

21. Completion & Cleanliness
The Company will leave the premises in a clean and tidy condition upon completion of the work.

22. Estimates & Quotations
All estimates and quotations are provided free of charge and without obligation.

23. Governing Law
All contracts and disputes shall be governed by the laws of England and Wales.