About these terms
Who the terms are between
These terms apply when you, as a customer, ask Affinity Roofing Andover to survey a roof or carry out roof work. They sit beside the written price you receive for your job. That document holds the details of your own contract: the work, the covering, the total and any payment dates.
Nothing here removes a right you have under consumer law. If a term ever seems to conflict with a right given to you by law, the law prevails.
Before work starts
Surveys and the written price
Every job begins with a survey. We look over the roof, record what we find in photographs and measurements, and talk you through the results. You then receive one total price, in writing, for the work described.
That price rests on what the survey could see. If opening up the roof reveals something the survey could not show, such as rotten battens (the wooden laths that the tiles hang on) beneath a covering, we stop and tell you first, and any change to the price is agreed with you in writing before the extra work goes ahead.
The written price states what it includes and whether VAT and scaffolding are part of it. How long it stays open is shown on the price itself.
Making it a contract
Accepting a price
A contract exists once you accept the written price and we confirm a start date. Accepting at your home after our survey makes it an off-premises contract, so the cancellation rules in the next section apply.
You are free to compare our price with others. Before choosing, Citizens Advice suggests you obtain written quotes from 3 traders or more.
Changing your mind
Your right to cancel
A contract made away from a trader's business premises, which includes your own home, can be cancelled at any time in the cancellation period without giving a reason. For services, the period ends 14 days from the date you enter the contract. If you want the work to begin inside that period, your request has to be made on a durable medium, meaning a record you can hold on to, for example an email or a signed note.
Regulation 28(1)(e) of the Consumer Contracts Regulations 2013 removes the right where you have specifically asked the trader to attend for emergency repair work or upkeep. Where a trader omits the required cancellation information, the regulations stretch the period by up to 12 months beyond the date it would otherwise have ended.
To cancel, tell us by email or telephone. The Citizens Advice consumer helpline, 0808 223 1133, can explain where you stand.
The work
How the work is carried out
Section 49 of the Consumer Rights Act 2015 sets the standard for our work: reasonable care and skill. Before the job starts we agree access with you, including where materials will be kept, and we explain what each day will involve. We leave the site tidy and take the waste away.
If a roof is found to contain asbestos, or a material that might, work on that part stops until it has been identified and dealt with following HSE guidance.
Under section 169 of the Highways Act 1980, the highway authority must license any scaffold erected on the public highway. The scaffolder and we sort the licence out together. Licences take time, so a start date can depend on one. Dates are agreed in good faith and can move because of weather or something the survey could not show, and you will hear from us as soon as we know.
Rules that apply
Building Regulations, planning and consents
Some roof work needs Building Regulations approval, and some properties need further consents. Listed buildings need listed building consent, and homes in a conservation area need the council's rules checked. When we price a job we tell you which of these we expect to apply. Your building control body will tell you where an address stands on Building Regulations, and your local planning authority's planners will do likewise on planning. If a consent has to be applied for by the owner, that is put in writing.
Paying
Payment and VAT
Payment terms, including any stage payments, are shown on your written price. VAT is charged at the standard 20% rate, and the price shows whether VAT is included, so you can check it against any other quote you hold.
If something is wrong
Problems, remedies and complaints
Under the Consumer Rights Act 2015 work on a service has to be done with reasonable care and skill, and a trader cannot exclude liability for failing to do so. If any part of the work worries you, tell us as soon as you can, ideally with photographs, and we will look at it. Our complaints procedure sets out the steps. The written cover that comes with your job is explained on its own page.
Section 308 of the 2024 Digital Markets, Competition and Consumers Act obliges a trader to tell a consumer about any alternative dispute resolution, or similar arrangement, on offer when the consumer is unhappy with how a complaint ended. If a complaint is not settled, we will pass that information to you.
Governing law
Which law applies
These terms, and any contract with us, are governed by the law of England and Wales. We may update the terms from time to time, and the version in force when you accept a written price is the one that applies to your job. How your personal details are handled is covered separately in the privacy policy.